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Metro-webhosting is committed to providing services at a standard of excellence commensurate
with the best practice in the industry. Network up-time and
server availability are of the highest importance. The following
service levels are designed to assure our customers of ultimate
performance and maximal up-time.
Network
Please view our technology page.
Network
Up-Time
Metro-webhosting guarantees network availability of 98% in a given month, excluding
scheduled maintenance. Network is considered unavailable if
there is a 100% packet loss from Metro-webhosting to its backbone providers. We
will refund customers 5% of the monthly fee for each additional
hour of downtime (up to 100% of customer's monthly fee). Network
infrastructure is all equipment, from the cable connected to
the server's NIC to the backbone provider, and includes routers,
switches and cabling. Downtime is measured past 10 minutes after
notification of network failure, via the ticketing system.
Metro-webhosting personnel will determine end of downtime
by a traceroute to the customer's machine from outside Metro-webhosting.
Refunds
/ Cancelations
The customer
is responsible for notifying the billing department for any
credits due for the month within seven days from the time of
the incidence. Customers should supply all relevant information,
including ticket numbers, for a refund to take place. All account
cancellations must be done in writing through email. Included in
the email must be the last four digits of the credit card use to sign up with. 14 Day
notice is required.
Failure to pay the monthly fee will result in your site being suspended. We will endevour to contact you through the officially supplied
contact details. If after a reasonable amount of time has passed (as determined by Metro-webhosting), we reserve the right to contact your
client(s) directly to inform them of your suspension, and arrange with them to find alternative hosting at Metro-webhosting's discretion.
No refunds are given for dedicated servers.
Indemnification
You agree to indemnify, defend, and hold harmless Metro-webhosting and it's agents, employees, directors, and owners, from any and
all liability, penalties, losses, damages, costs, expenses, attorneys' fees, causes of action or claims caused by or resulting
indirectly from your use of the service which damages either you, Metro-webhosting, or any other party or parties without limitation
or exception. This indemnification and hold harmless agreement extends, without limitation, to all issues associated with your account,
including but not limited to domain name selection, Web site content, damages sustained through failure of performance, error, omission,
interruption, deletion, defect, delay in operation or transmission, computer virus, file corruption, communication line failure, network
or system outage, or theft, destruction, unauthorized access to, alteration of, your account on servers operated by Reseller
Space.
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