Site5 Web Hosting Built For Designers & Developers MENU

About Site5 / Guarantees

45
DAY

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

15
DAY

100% Satisfaction Guarantee

A 15 Day Money Back Guarantee applies to the following services only:

  • Managed VPS Hosting
  • Unmanaged VPS Hosting
  • Cloud VPS Hosting

Please Note:

Due to the nature of the product, the money back guarantee does not apply to domain name registrations/transfers/renewals, semi-dedicated, or managed/unmanaged dedicated hosting services.

The Money Back Guarantee period starts when the account is initially activated regardless of any promotions used or free trial periods.


Uptime Guarantee

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:

99.9% UPTIME

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

* 99.9% Uptime Guarantee for Managed VPS / Managed Dedicated Servers only applies towards hardware and network SLA.

99.99% UPTIME

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.

Notes:

Service credits issued for downtime are issued in the form of credits to your Site5 account, and will be automatically applied to future invoices. Cash refunds will not be issued as a result of downtime. Site availability guarantee does not include downtime that is out of Site5's control, including but not limited to: upstream network outages, internet backbone congestion, outages caused by acts of god, and facility power failures. Account must also be in good standing & not in violation of our Terms of Service or Acceptable Use policies. Service credits should be requested at the end of the month for the current month or beginning of the month for the previous month. Back credits will not be applied.

Please note that the uptime guarantee is not applicable towards unmanaged VPS or unmanaged dedicated servers.


6
HOUR

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.

Notes:

Support response guarantee applies towards the first initial staff response only and not subsequent replies. Support response guarantee does not include abuse, affiliate, billing, customer service, engineering, hostmaster, management, migration, or sales departments sent via official means. Support response guarantee does not guarantee resolution within six (6) hours but merely a response from a human (non-automated response). Total credits in a given month cannot exceed 100% of customer's hosting fees for the account which the requests were in reference to.

site5