Service Level Guarantees

30 DAY MONEY BACK GUARANTEE

If, for any reason, you are dissatisfied with our hosting services, we will refund your hosting fees at any time during the first 30 days after you have signed up for an account with us. You can email us at billing@duoservers.com and receive full refund for your hosting plan within the 30-day money-back period.

Please, NOTE that domain name registrations are final and non-refundable. As changes are no longer allowed after a registration request is submitted, you should always check for correct spelling before purchasing a domain name.

SERVICE GUARANTEES

99.9% Network Uptime Guarantee
The Service Provider guarantees that your website(s) will be up and running at least 99.9% of the time during any 12-month period. This guarantee includes network and server uptime. However, we cannot be held responsible for upstream problems outside of our network and areas where the Service Provider has no direct influence, such as backbone provider failures, fiber-optic main line cuts, DNS or Registrar problems with subscribers’ domain names, routing problems between a client’s location and our data center. The uptime guarantee is also not applicable if the service interruption was caused by a natural or unnatural event that is not directly under the control (or jurisdiction) of the Service Provider. The Service Provider may temporarily deny or terminate the Service upon client’s failure to pay their charges at due time.

The Service Provider guarantees 99.9% network uptime and server stability. This, however, does not refer to problems stemming from:

a. Server Hardware Breakdown.

b. User error(s) or purposeful interruption(s) (e.g. if the client shuts his/her own server down, the Service Provider is not responsible for the downtime).

c. Failures due to software that is not explicitly supported by the Service Provider. Consequently, if a hardware crash provoked by the customer happens, the Service Provider has no responsibility for the resulting downtime.

Network Outages or Unexpected Downtime is any unplanned or unexpected interruption in the network availability due to hardware, software, network connectivity or data center problem, during which a 100% packet loss is experienced.

Scheduled Downtime is any scheduled interruption of the services for the purpose of network software/hardware upgrades, or replacement of any network equipment in order to be provided better service for the customers. Scheduled downtimes occur within pre-notified downtime periods, with as many warnings as possible sent via e-mail or posted in our news section minimum 24-hour in advance.

SUPPORT RESPONSE GUARANTEE

The Service Provider guarantees 24/7 support available 365 days per year. Support is available via phone lines and the web hosting control panel integrated ticketing system. Each ticket is replied to within no more than 60 minutes after it has been opened.

*You can contact RedCili Media customer support for any help related to this service but we will only forward any problems on your behalf to LiquidNet to be resolved which may take time. We advise you to contact them directly for a faster and more accurate process.

Dedicated 24/7 Support For All Customers

24/7 Ticketing support with 25 minutes average reply time
2 US tel. support lines are available from 4am to 8pm PST
An additional UK tel. support line is now available

1. Open a trouble ticket from the customer Web Hosting Control Panel (section Help Center – > Open New Ticket)

2. Phone or Fax:

US TOLL FREE PHONE: +1-855-211-0932
INTERNATIONAL PHONE: +1-727-546-4678
UK PHONE : +44-20-3695-1294
AU PHONE : +61-2-8417-2372

3. Send a Letter to:

LiquidNet US LLC
6750 North Andrews Ave
Suite 200
Fort Lauderdale, FL 33309
United States of America

LiquidNet Ltd.
13 Craigleith
7 Kersfield Road
Putney, London SW15 3HN
United Kingdom