30 DAY MONEY BACK GUARANTEE
If for any reason you are dissatisfied with us, we will refund your hosting fees
at any time during the first 30 days since you have signed up for an account
with us. You can email billing@duoservers.com and receive a full refund for your
hosting plan.
Domain Name Registration:
Domain name registrations are non-refundable. As changes are no longer allowed
after the registration request is submitted, customers should check for correct
spelling before buying their domain name.
SERVICE GUARANTEES
99.9% Network Uptime Guarantee
e-Planet Server by OwenProCo, Inc. guarantees that your website will be up and
running at least 99.9% of the time during any 12-month period. This guarantee
includes network uptime, server uptime, web server and service uptime. However,
we cannot be held responsible for upstream problems outside of our network and
areas where e-Planet Server by OwenProCo, Inc. has no direct influence, such as
backbone provider failures, fibre-optic main line cuts, DNS or Registrar
problems with subscribers domain names, routing problems between clients
location and our data center. The uptime guarantee is also not applicable if the
service interruption was caused by any natural or unnatural events that e-Planet
Server by OwenProCo, Inc. cannot directly influence. e-Planet Server by
OwenProCo, Inc. may temporarily deny or terminate service upon clients failure
to pay their charges when due.
e-Planet Server by OwenProCo, Inc. will guarantee 99.9% e-Planet Server by OwenProCo, Inc. network uptime and 99.9% network stability uptime. This, however, does not refer to problems stemming from:
a. Server Hardware Breakdown.
b. User error(s) or purposeful interruption(s) (e.g. if the client shuts his/her own server down, e-Planet Server by OwenProCo, Inc. is not responsible for the downtime).
c. Failures due to software that is not explicitly supported by e-Planet Server by OwenProCo, Inc.. Consequently, if a hardware crash provoked by the customer happens, e-Planet Server by OwenProCo, Inc. has no responsibility for the resulting downtime.
Network Outages or Unexpected Downtime is any unplanned or unexpected interruption in the network availability due to a hardware, software, network connectivity or data center problem, during which a 100% packet loss is experienced.
Scheduled Downtime is any scheduled interruption of services for the purpose of network upgrades, or replacement of any equipment in order to provide a better service for you. Scheduled downtime occurs during notified downtime periods, with as many warnings sent in advance as possible via e-mail or posted on our news section at a minimum 24-hour notice.
SUPPORT RESPONSE GUARANTEE
e-Planet Server by OwenProCo, Inc. guarantees its clients fast 24/7 support
available 365 days a year. Support is available via the online contact form as
well as via the integrated ticketing system. Each ticket is replied to within no
more than 60 minutes after it has been opened.
Dedicated 24/7 Support For All Customers