service level agreement

Just as all hosting customers are required to agree to our terms and conditions, we have decided to set out some areas which we guarantee to all customers as this is only fair.

    uptime

We always strive for 100% server uptime and on a week to week basis this is achieved very often. We will always work hard to keep the servers available and performing to their highest standard.

    money back guarantee

We are happy to provide a full, "no questions asked" refund of all monies paid by you within 14 days of ordering if you are not happy. Please note however that part 3.1 of our terms and conditions set out a couple of restrictions on this.

    customer support

We will always provide the best support possible using methods such as support email, forums, online helpdesk and FAQ archives. We guarantee that all support queries will receive a response within 12 hours, although the vast majority of support requests are currently answered in under an hour.

For every support ticket registered by a current customer in the correct manner that doesn't receive a response within 12 hours, £1 will be credited towards the next invoice.

    data protection

We agree never to sell, make public or distribute your details that we keep with your account records. This information is for internal use and will never leave the company. Please see our privacy policy for more information.

    credit card security

All online purchases are carried out by a third party payment processor with the highest security in place. We never have access to your sensitive payment details and we do not store it in any way, shape or form. Online credit card payments are currently handled by PaySystems (www.paysystems.com).

    no hidden costs

We guarantee to charge you the price that you see on the website for our hosting packages and domain names with absolutely nothing added. There are no setup fees, admin fees or other hidden costs that will be added at the final stage of the ordering process. Also, we are not currently VAT registered so all prices are free of Value Added Tax.

If you would like to contact us with an issue relating to our service level agreement, please use our contact form.