About Site5 / Guarantees
100% Satisfaction Guarantee
BACKED BY: Full Refund
If for any reason you are unsatisfied with our service within the money back guarantee period, simply notify us and your contract fees will be reversed. No advanced notification required, no paperwork, no red tape, no catches whatsoever.
A 45 Day Money Back Guarantee applies to the following services only:
- Shared Web Hosting
- Shared Cloud Web Hosting
- Reseller Hosting
- Reseller Cloud Hosting
100% Satisfaction Guarantee
A 15 Day Money Back Guarantee applies to the following services only:
- Managed VPS Hosting
- Unmanaged VPS Hosting
- Cloud VPS Hosting
BACKED BY: Pro-Rated Service Credit
If your server isn't available for the guaranteed amount of the time within a given month, we will give you a pro-rated credit for the time.
While we rarely have server issues that result in downtime, we admit that short lapses in service can happen. When they do, you shouldn't have to pay. Which is why we drafted our unique 99.9% Uptime Guarantee. Many hosts offer "uptime guarantees" but make no mention of what happens if they don't meet their posted uptime figure. We stand behind our network reliability by offering you a pro-rated credit for any downtime outside of our guaranteed window.
Please note that this guarantee applies only to unscheduled outages. Occasional planned server/network maintenance may be necessary. In all but the most urgent cases, we will send out an email notifying customers of maintenance that is to be performed. When notice is sent at least two hours prior to service interruption, the outage does not qualify for our uptime guarantee.
Service credits are calculated as follows:
Shared / Reseller / Semi-Dedicated
Managed VPS / Managed Dedicated Servers *
- 100% - 99.9% uptime : No credit
- 99.9% - 99.5% uptime : 5% credit
- 99.5% - 99% uptime : 10% credit
- 99% - 98% uptime : 15% credit
- 98% - 95% uptime : 25% credit
- Less than 95% uptime : 100% credit
Shared Cloud / Reseller Cloud / Managed Cloud VPS
- 100% - 99.99% uptime : No credit
- 99.99% - 99.95% uptime : 5% credit
- 99.95% - 99.9% uptime : 10% credit
- 99.9% - 99.8% uptime : 15% credit
- 99.8% - 99.5% uptime : 25% credit
- Less than 99.5% uptime : 100% credit
Contact our billing department to request a service credit in accordance with our Uptime Guarantee.
6 Hour Support Response Guarantee
BACKED BY: Per-Incident Credit
If you don't hear back from a team member within six (6) hours, we will credit your account.
Any technical support request that is submitted through our specified support channels is guaranteed to receive a response within six (6) hours. Please note that this does not mean that our average response takes six (6) hours (it is, on average, usually within minutes.) If a response is not given within six (6) hours, a $1 credit can be requested (per ticket).
Contact our billing department to request a service credit.