DesignHost is committed to providing the most reliable and highest- performing Internet service possible. DesignHost is committed to your 100% complete satisfaction, from our service and support, to our reliability and performance. DesignHost's commitment to you is provided in the form of a Service Level Agreement which provides certain rights and remedies regarding the performance of the DesignHost Network and the DesignHost 100% Satisfaction Guarantee.
"Customer" and "You" herein refer to any customer of DesignHost that has purchased a product and/or service from DesignHost.
All services provided by DesignHost include a 30-day Money Back Guarantee unless otherwise outlined in our Terms Of Service. If you are not completely satisfied with our services for any reason within the first 30 days of your contract, you will be eligible for a full refund of the Access Fee (as defined in the following section). The 30-day Money Back Guarantee only applies to the purchase of services and/or products made at the initial point of Customer's sign-up, and is limited to a maximum of one (1) refund per Customer.
The Access Fee is defined as the base monthly access fee paid by Customer for use of the applicable DesignHost service at the amount of data transfer and resources allowed each month, without additional charge, and is excluding third party fees, fees for additional services, customized orders that require special hardware to be ordered, and other types of options. Such excluded fees will vary by the type of applicable service, and may consist of fees for local loop, custom software configuration, software licensing fees paid to a 3rd party such as Microsoft or cPanel, extra and/or burstable bandwidth, add-on components, extra IP addresses, hourly support charges, paid domain registration fees to a third party, paid SSL certificate registration fees to a third party, electricity when an additional fee is charged for such an item, shipping and handling where applicable, and managed services.
DesignHost reserves the right to arbitrate and delimit on a per-situation basis the extent to which this Guarantee applies, and may, in the case of abuse of DesignHost's services on the part of Customer; as defined in the Terms Of Service, void the 30-Day Money Back Guarantee. Custom service orders, such as unique hardware configurations for servers, or orders which require ordering of specialized hardware or hardware add-ons are not eligible for refund. Bandwidth usage beyond 50 GB of data transfer, excessive use of our support services (10 or more support incidents or responses), Operating System Reloads, custom software configuration or setup, or if customer's service is employed to send or receive any more than one-thousand (1000) emails will result in annulment of this Guarantee.
To activate this guarantee, Customer must submit a written online request to CANCEL their service by opening an online support ticket in the DesignHost Client Area. This must be submitted prior to the first 30 days after Customer sign-up. To insure the privacy and security of both the Customer and DesignHost, requests must be made via support ticket only. Requests for activation of this Guarantee via e-mail, telephone, fax, physical mail, or any other means will not be processed.