We'll do what we promise. Our guarantees are based not on arbitrary facts or figures, but on our pledge to follow through consistently. Unlike some, we guarantee that we will live up to our guarantees!
60-Day Complete Satisfaction Guarantee
Backed by: Full Refund (within 60 days)*†
If for any reason you are unsatisfied with our service within your first 60 days, simply notify us and your contract fees will be reversed. No advanced notification required, no paperwork, no red tape, no catches whatsoever.
Note that the 60 day period ends exactly 60 days from the day on which account was originally activated (not the day the order was placed). This guarantee is VOID if your account violates our TOS or service agreement.
Please note that due to the nature of the product, the 60 day money back guarantee does not apply to dedicated servers.
99.9% Uptime Guarantee
Backed by: Pro-Rated Service Credit*†
You pay us so that your site will be online. When it's not online, you shouldn't have to pay. It's that simple.
We rarely have server issues that result in downtime, but on occasion, we will encounter a hardware or software issue that may cause a brief service interruption.
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. Uptime percentages are derived from our internal monitoring systems.
Service credits are calculated as follows (all times are stated in downtime per month):
- Less than 45 minutes (100% - 99.9% uptime) -- No credit
- 45 minutes to 3 hours 30 minutes (99.9% - 99.5% uptime) -- 5% credit
- 3 hours 30 minutes to 7 hours 15 minutes (99.5% - 99% uptime) -- 10% credit
- 7 hours 15 minutes to 14 hours 30 minutes (99% - 98% uptime) -- 15% credit
- 14 hours 30 minutes to 1.5 days (98% - 95% uptime) -- 25% credit
- Greater than 1.5 days (less than 95% uptime) -- 100% credit
Contact our billing department to request a service credit† in accordance with our Site Availability Guarantee. 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 and not in violation of our TOS or Acceptable Use policies.
24-Hour Maximum Support Response Guarantee
Backed by: Per-Incident Credit*†
Support is our business--it's what we're known for. All the features in the world are worthless unless they are backed by a strong and easy-to-use support infrastructure.
Any support request that is submitted through our specified support channels is guaranteed to receive a response within 24 hours. Please note that this does not mean that our average response takes 24 hours. Our average ticket response time is under 25 minutes--even in the middle of the night!
If a response is not given within 24 hours, a $1 credit per ticket can be requested†.
Bear in mind that support response guarantee does not include billing, sales, and abuse report emails. Support response guarantee does not guarantee resolution within 24 hours, but 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.
Additional Notes (to make our lawyers happy...)
- * This does not include reimbursement for domain name registration, or any other external services purchased while under Site5. Make sure your files are backed up when you request cancellation, as accounts and account backups will be promptly terminated. Refunds for accounts with payment methods besides Credit Card, including wire transfers, checks, and money orders, may take an extended amount of time to process. After your 60 days are up, you cannot receive a full refund, but may cancel at any time.
- † In order to file for cancellation, refund or credit, please submit a copy of your activation letter to our billing department along with a request for cancellation/refund and the reason why. If you do not have a copy of your activation letter please include your: name, account login, domain name and last 4 digits of your account's credit card (if paying with a credit card) to our billing department. This procedure also applies for non-refund cancellations (those that occur outside of the 60 day window). Service credit requests should be submitted at the end of the month or beginning of the following month.
Questions?
If you have unanswered questions regarding our guarantees, don't hesitate to contact our sales team!