Our Host with Confidence Guarantee™
Asporea® offers a unique Host with Confidence Guarantee™ providing our first-time customers with the confidence to step out and use our products.
Asporea® Hosting offers a Money Back Guarantee on particular products. This page explains how it works.
Host with Confidence Guarantee™ – Hosting
We back our products and want our customers to feel confident in our hosting services. That’s why we offer a full 30 day money back guarantee on our hosting products.
At Asporea® Hosting we are confident in our hardware, our customer support and competitive prices that your expectations will be met, however should any customer wish to cancel their service in the first 30 days, they can ask us for a full refund of the hosting components of their service – no catches, no questions.
Our 30 day money back Host with Confidence Guarantee™ applies to the following:
- Shared Web Hosting (personal and business plans)
- Reseller web hosting
Host with Confidence Guarantee™ – VPS and Dedicated Servers
Asporea offer a 10 day 100% money back guarantee on the following products
- Dedicated Servers
- Virtual Private Server Hosting
- Cloud Hosting
The guarantee does not extend to setup fees or custom solutions.
Where the Host with Confidence Guarantee™ does not apply
The Host with Confidence Guarantee™ does not apply to the following products:
- SSL certificates
- Domain name registrations, transfers or renewals
- Addons to dedicated servers, VPS or cloud products e.g. monthly management, RAM upgrades, CPU upgrades.
Commencement and guarantee period
The Asporea® Host with Confidence Guarantee™ money back period starts when the service first becomes active and includes any free trial period where it applies.
For example, a 30 day Host with Confidence Guarantee™ does not apply when a customer signs up for a service with a 30 day free trial, and then pays for a second month and wants a refund beyond the initial 30 days.
How to obtain a refund
Our billing team at [email protected] will assist you with any refunds. Refunds are not automatically applied to an account and must be requested within 30 days of account cancellation.
Terms of the Uptime Guarantee
If Asporea cannot provide you services rendering your hosting product non-operational for the guaranteed amount of time, we will apply a credit to your account. This occurs on request to our billing team.
These are the guaranteed uptime credits
For Managed Dedicated Servers, Managed Virtual Private Servers and Managed Asporea Cloud services
- Less than 5 Minutes (100-99.99% uptime): 0% credit.
- 5-22 minutes (99.99-99.95% uptime): 5% credit.
- 22-43 minutes (99.95-99.9% uptime): 10% credit.
- 43-86 minutes (99.9-99.8% uptime): 15% credit.
- 86-216 minutes (99.8-99.5% uptime): 20% credit.
- 216+ minutes (<99.5% uptime): 100% credit.
For Shared Web Hosting and Reseller Web Hosting
- Less than 45 minutes (100% – 99.9% uptime): 0% credit
- 45 minutes to 216 minutes (99.9% – 99.5% uptime): 5% credit
- 216 minutes to 432 minutes (99.5% – 99% uptime): 10% credit
- 432 minutes to 864 minutes (99% – 98% uptime): 15% credit
- 864 hours 24 minutes to 2160 minutes (98% – 95% uptime): 25% credit
- More than 2160 minutes (less than 95% uptime): 100% credit
The Uptime Guarantee does not apply to self-managed Dedicated Servers, Self-managed Virtual Private Server, or Self-Managed Cloud Services.
Credit applies only to downtime associated with hardware and network associated with network or hardware faults that are in our control.
Any hardware or network faults outside of our control are not covered but he Uptime Guarantee.
Credits are issued to your billing account and are not refunded in cash or equivalent.
Credits are applied to your account for future invoices.
Credits will not be applied to any invoice that is outstanding.
Credit is based on the monthly subscription value for the impacted service.
Credits are not automatically applied and must be requested within 30 days of any incident.
Credit applied is based on the monthly subscription value for the affected service, and is applied by our billing team to request credits under the Service Level Agreement.
Our Support Guarantees are provide you with the peace of mind that we’ll be available 24×7 to assist.
Asporea 3 Hour Support Response Guarantee
You should lodge a support ticket to invoke your 3-hour support response, as the support ticket will collect a lot more information than can be communicated in a phone call.
Most support tickets will receive a response within 10 minutes, however there may be times where the response may take longer due to circumstances beyond our control.
We guarantee you will never have to wait more than 3 hours for a technical support response.
All emails or tickets receive priority attention by our support engineers.
Any urgent issues that result in downtime to the day to day operations of your business will receive the highest quality attention.
What happens if we do not respond within 3-hours.
This guarantee applies to the initial response time only and not subsequent replies.
The guarantee does not mean we will resolve your issue within 3 hours, however a reply from a Asporea staff member will be sent within 3 hours of your initial submission being received.
It only applies to the technical support help desk and for tickets raised through the support ticketing system. It does not apply to issues raised with other support channels such as sales and billing, or support questions asked via another channel.
If we fail to deliver on our support guarantee we will credit your account with 50% of your monthly service fee for which you are requesting support for, up to a maximum of $100.
Any customer who has received a refund in the past, or has not been a customer in the past 90 days is not eligible for additional money-back guarantees.