Our primary concern has always been customer satisfaction at VPS.NET; that's why, even though our corporate policy said we didn't give refunds, we typically did in most circumstances. The same goes for our SLA -- we'd rather be overly generous with reimbursements than to not give enough. It's why with the launch of the new site, we also worked hard to put in place a formal policy backed by our terms of service, promising a 30 day money guarantee and a 99.9% Uptime SLA for all our customers.

30 Day Money Back Guarantee

If for any reason you're not satisfied with your account at VPS.NET after 30 days of service, our team will have a refund within 10 days of the request, minus the cost of any licensing fees. Unfortunately the cost of licensing certain products, like cPanel, and Windows have a direct cost on us -- in fact, on most licenses, we pass on the exact cost that we're charged. However, you will still, as guaranteed under our terms of services, be refunded for any costs like the purchase of any nodes, cloud site accounts or cloud applications.

99.9% Uptime SLA For Unmanaged Customers

In the past, only our managed customers were protected by an SLA. We've expanded our SLA now to include all of our customers, guaranteeing 99.9% uptime. If for a single month we fall below the guaranteed uptime of 99.9%, clients are eligible to receive up to 5% for each hour your service is down, up to 100% of the monthly credit. For downtime caused by user errors or problems with your site, our uptime guarantee does not cover that -- however, if you're unfamiliar performing a certain task, our cloud engineers can be hired to help for as little as $10.

Managed Customers are Now Guaranteed 100% Uptime

Also receiving a boost in value is our customers who have purchased our management package. We have upped the SLA from 99.9% to a perfect 100%! If you have a mission critical website, our management package can be purchased for just $99 a month. With it, our cloud engineers will handle the management of your entire server, and guarantee 100% monthly uptime.

For the full details of our the changes to our SLA, and implementation of a 30 day money back guarantee, can be found on our terms of service page.

With the holidays approaching, we’re starting to look towards 2013 and the improvements that can be made. Before we can do that though, we must look back at 2012 and recognize a few outstanding members of the VPS.net team. Kody Riker, Jibu Jose, and Vitaliy Zhuta were all chosen for the employee choice by their fellow employees for their hardwork and dedication to their position. It goes without saying that we all truly appreciate the amount of time they have spent helping our customers, and helping others within the office. Congratulations to the three of you!

VPS.net Customer Townhall
Last year we were able to have a lot of fun interacting with our customers through a townhall session. We’ll be holding a 2nd townhall December 20th at 5 PM GMT/9 AM PST. All of our customers are invited to attend and participate. We’re very excited to talk about some of the stuff that will be coming from VPS.net in 2013. You can signup to attend the townhall at http://www.vps.net/blog/vps-net-customer-townhall/

Holiday Support Hours
Our support offices will remain open during the holidays, including Christmas Day and New Years Day. If it turns out you need something, our team will still be available to assist you.

All of us at VPS.net wish you a happy holidays, and hope you have a prosperous 2013