To be eligible for this SLA, your account must be in good standing.
All requests for credit or refunds should must fulfill these requirements:
- Request must be submitted using the ticket system
- Request must be submitted within 7 days of the issue in question
- Your request must include a ticket number to reference that shows the issue being reported and acknowledged.
Network Guarantee
We guarantee that the network will be available 99.99% of the time in a given month (this does not include functionality of software/services on a server), excluding scheduled maintenance. If network downtime exceeds 0.01% the customer will be refunded 5% of their monthly fee for every 60 minutes of downtime, up to 100% of the customer's monthly fee.
Network uptime includes functioning of all network infrastructure including routers, switches and cabling, but does not include services or software running on your server.
We are not responsible for outages or circumstances beyond our control that hinder access to your site or server. The following are excluded from the monthly calculation of Service Availability:
- Scheduled downtime or maintenance
- Traffic conditions on the internet
- ISP or local problems such as Browser or DNS caching
- DDoS, Attacks, Exploits or hacked servers
- An outage from an upstream facility outside of our network
- Interruptions or failure of individual service caused by client, their employees, client's customers, friends, or family to their service.
- Inaccurate installation or configuration of software by the client or non-AdeptTek LLC staff, 3rd party software, client abuse or over utilization of resources.
Occasionally servers and systems must be brought down for routine maintenance and upgrades to ensure that your site will perform optimally. However, we strive to keep such service interruptions to a minimum, and, when possible, give you advance notice of scheduled any maintenance. Scheduled service outages do not qualify for this guarantee!
Additionally, this guarantee is your remedy for any unscheduled downtime of more than limits outlined above. Downtime must be confirmed by a staff member in our support system. Maximum credit given will not exceed the amount of the charge for the customer service with us. The credit will be applied to your invoice on your next due date. Downtime is measured from the time the customer records such failure in the support ticket system and until a resolution is provided in that ticket.
AdeptTek, LLC, stands behind everything we do. We are so confident in our ability to satisfy your web hosting needs that we back it with an unconditional 14 day money back guarantee. If for any reason during the first 14 days you are not completely satisfied for any reason, you may cancel your account and we will refund any hosting package fee that we have collected.
Disclosure : AdeptTek, LLC, specifically prohibits the use of our service for illegal activities. Therefore, Subscriber agrees that the Company may disclose any and all subscriber information including assigned IP numbers, account history, account use, etc. to any law enforcement agent who makes a written request without further consent or notification to the Subscriber.
Commercial Advertising- Email (SPAM) : Spamming, or the sending of unsolicited email, from an AdeptTek, LLC, provided server or using an email address that is maintained by AdeptTek, LLC, is STRICTLY prohibited and will qualify your site for immediate deactivation with no refund. AdeptTek, LLC, will be the sole arbiter as to what constitutes a violation of this provision. Additionally claims investigated by AdeptTek, LLC, about spam from any of our users or users of theirs, will be fined and billed for such work. The fee for such an instance if you are found to be at fault is $.50 per email sent and up to a $500 fine per incident.
Server abuse : Any attempts to undermine or cause harm to any AdeptTek, LLC, server or customer of AdeptTek, LLC, is strictly prohibited. AdeptTek, LLC, holds no responsibility for the use of our clients' accounts. Any account that abuses server resources and is not corrected, calls for immediate de-activation without any refund of payments made thus far. Any site using what we deem to be using excessive cpu cycles or any resources that cause strain to other sites may also be offered new terms.
IP Ownership : If we assign a Customer an Internet Protocol address for Customer's use, the right to use that Internet Protocol address shall belong only to us, and Customer shall have no right to use that Internet Protocol address except as permitted by us at our sole discretion in connection with the Services, during the term of this Agreement. We shall maintain and control ownership of all Internet Protocol numbers and addresses that may be assigned to Customer by us, and we reserve the right to change or remove any and all such Internet Protocol numbers and addresses, in its sole and absolute discretion. Our allocation of IP addresses is limited by ARIN's new policies.
Contact & Billing Information : You must provide us with, and keep current, good contact information for you. E-mail and telephone contacts are required, fax contact information is encouraged.
Domain Registrations and New Orders : You are also requesting us to register your site for you when selecting "new domain" in the order form of our site. We will use enom.com to register such services for you on your behalf and ensure the correct name servers are used saving you time and money. All domain registrations are NON-REFUNDABLE.
Billing and Fees: Subsequent payments are due on the anniversary date of the month for that month's service. Accounts not paid by due date are subject to a $7.50 late fee. Service will be interrupted on accounts that reach 5 days past due. Service interrupted for nonpayment is subject to a $100.00 reconnect charge for dedicated clients and $10 reconnect charge for shared clients. Service will be terminated on accounts that reach 15 days past due. If any terms or conditions are failed to be followed the account in question will be automatically deactivated. All credit card accounts are to be automatically billed on their anniversary date unless otherwise requested by the client. We are not responsible for any fees accessed on the client by their bank as a result of the client's account being invoiced.
Disputes and Failure to Pay: All overcharges or billing disputes must be reported within 60 days of the time the dispute occurred. The Company may temporarily deny service or terminate this Agreement upon the failure of Subscriber to pay charges when due. Such termination or denial will not relieve Subscriber of responsibility for the payment of all accrued charges, plus reasonable interest and any collection fees.
Refunds : Hosting services have a 14-day money back guarantee (see policy above). All payments after this period are NON-REFUNDABLE!
Cancellation : All cancellations must be sent to support@adepttek.com. While there are no cancellation fees, you must cancel prior to your next billing cycle. Payments made up to your cancellation date are not refundable. This does not include any added support or service fees you have contracted us to provide. We reserve the right to remove any account without advanced notice for any reason at any time without prior notice.
SLA and Credit for uptime : All users are subject to the terms off this TOS (terms of service) and our SLA (service level agreement).
Liability and Warranty : We are not responsible for any damages your business may suffer. We do not make implied or written warranties for any of our services. AdeptTek, LLC, denies any warranty or merchantability for a specific purpose. This includes loss of data resulting from delays, non-deliveries, wrong delivery, and any and all service interruptions caused by us. The client acknowledges that the service provided is of such a nature that service can be interrupted for many reasons other than the negligence of the company and that damages resulting from any interruption of service are difficult to ascertain. Therefore, client agrees that the company shall not be liable for any damages arising from such causes beyond the direct and exclusive control of the company. You further acknowledge that the company's liability for its own negligence may not in any event exceed an amount equivalent to charges payable by the client for services during the period damages occurred. In no event shall the company be liable for any special or consequential damages, loss or injury.
Refusal of Service : We reserve the right to refuse, cancel, or suspend service at our sole discretion.
Modifications : These terms may be modified at any time and without notice. All users previous and new clients are always subject to the newest terms posted here at all times. It is the end users responsibility to be aware of the latest terms of service and other policies at all time. It is our responsibility to provide these policies in a ready and readable form. We may or may not elect to post updates to our policies in various mediums available including but not limited to; email, forums, ticket systems, and chats.