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.