Service Level Agreement
Last Updated: Tuesday January 21st, 2020 at 15:00
We will provide at least a 99.9% uptime service availability level (Uptime Service Level). This availability refers to an access point on our backbone network only. It does not apply beyond that as you are responsible for your own internet access. Availability does not include maintenance events as described in our Terms of Service at clause 5.3, or outages or disruptions caused by you or a third party (except where the third parties are our subcontractors performing services for us), or outages or disruptions attributable in whole or in part to events that are beyond our control.
Availability measurement shall be carried out by us and is based on the monthly average percentage availability, calculated at the end of each calendar month as the total actual uptime minutes divided by total possible uptime minutes in the month.
We will provide help desk support which may be accessed via UK 0333 016 5227 US 1 833 223 7741 EU 0808 164 4423 AUZ 1 800 491 719 and email address firstname.lastname@example.org through which you may report any issues you may experience whilst using our Services. The helpdesk support will be available 24x7. We will respond to reported issues as soon as we reasonably can, but do not commit to any specific response or resolution times.
A free domain name is included with every applicable HostGrid subscription. However, it is not just any free domain, but is a free domain name for the lifetime of your subscription! This removes any worries over the renewal of your domain and the risk of your website ever being taken down, how reassuring. Each time you renew your subscription we will cover the renewal cost of your domain and we’ll keep doing so for the lifetime of your subscription.
If at any point you choose to end your subscription with us and would like to keep your domain we charge a non-refundable fee of $15.00 to release the domain.
Each HostGrid hosting subscription comes with a free Let’s Encrypt SSL, a leading name in internet security.
Their digital certificates are user-friendly and can be applied to any website, enabling https for a secure experience for all visitors.
We are so confident you will be happy with our premium hosting features and quality service that we allow you up to 30 days to claim a refund on your annual hosting subscription cost if you feel our service isn’t for you. After 30 days have passed, HostGrid does not offer any refunds on any cancelled services.
Our 30 day money back guarantee applies to annual hosting plans only. Additional services such as monthly hosting subscriptions, Website Backup, VIP Support, Website Security and Domain Privacy are covered by a 14 day money back guarantee. Registrations of certain TLDs can be deleted and refunded within 4 days of registration, an administration fee of $15.00 will be charged. Refunds cannot be granted for any other domain registrations.
We are unable to offer refunds on any Mailbox services and ask that any cancellation requests are made to us at email@example.com at least 14 days in advance of the next monthly charge to avoid any future charges.
If you wish to keep your registered domain name we can deduct a domain charge from your hosting subscription refund so it will be yours to take away.
Every HostGrid hosting subscription comes with a free email address that can be used in conjunction with your primary domain. This will give your brand a professional look and allow you to keep in contact with all of your customers using our efficient and user-friendly interface.
HostGrid includes the following domain allowance with each hosting subscription:
You may find these knowledgebase articles helpful when understanding domain types: