If for any reason you are unsatisfied with our service within your first 30 days, simply notify us and your contract fees will be reversed. No advanced notification required, no paperwork, no red tape, no catches whatsoever.
Note that the 30 day period ends exactly 30 days from the day on which account was originally activated (not the day the order was placed). This guarantee is VOID if your account violates our TOS or service agreement.
If your site isn’t available 99% of the time within a given month, we will give you a pro-rated credit for the time.
While we rarely have server issues that result in downtime, we admit that it short lapses in service can happen. When they do, you shouldn’t have to pay. Which is why we drafted our unique 99% Uptime Guarantee. Many hosts offer “uptime guarantees” but make no mention of what happens if they don’t meet their posted uptime figure. We stand behind our network reliability by offering you a pro-rated credit for any downtime outside of our 99% window.
Please note that this guarantee applies only to unscheduled outages. Occasional planned server/network maintenance may be necessary. In all but the most urgent cases, we will send out an email notifying customers of maintenance that is to be performed. When notice is sent at least two hours prior to service interruption, the outage does not qualify for our uptime guarantee.
Service credits are calculated as follows:
Contact our billing department to request a service credit† in accordance with our Site Availability Guarantee.
Notes: Service credits issued for downtime are issued in the form of credits to your Energized I.T. account, and will be automatically applied to future invoices. Cash refunds will not be issued as a result of downtime. Site availability guarantee does not include downtime that is out of Energized I.T.’s control, including but not limited to: upstream network outages, internet backbone congestion, outages caused by acts of god, and facility power failures. Account must also be in good standing & not in violation of our Terms of Service or Acceptable Use policies. Service credits should be requested at the end of the month for the current month or beginning of the month for the previous month. Back credits will not be applied.
Please note that the uptime guarantee is not applicable towards semi-dedicated, VPS, or dedicated hosting services.
If you don’t hear back from a team member within 24 hours, we will credit your account.
Any support request that is submitted through our specified support channels is guaranteed to receive a response within 24 hours. Please note that this does not mean that our average response takes 24 hours (it is, on average, usually within minutes.) If a response is not given within 24 hours, a $1 credit can be requested (per ticket)†.
Contact our billing department to request a service credit†.
Notes: Support response guarantee does not include billing, sales, and abuse emails. Support response guarantee does not guarantee resolution within 24 hours, merely a response from a human (non-automated response). Total credits in a given month cannot exceed 100% of customer’s hosting fees for the account which the requests were in reference to.
* This does not include reimbursement for domain name registration, or any other external services purchased while under Energized I.T. Make sure your files are backed up when you request cancellation, as accounts and account backups will be promptly terminated. Refunds for accounts with payment methods besides Credit Card, including wire transfers, checks, and money orders, may take an extended amount of time to process. After your 30 days are up, you will not receive a refund, but may cancel at any time. Setup fees are non-refundable.
† In order to file for cancellation, refund or Credit, please submit a copy of your activation letter (if that is not available see below) to our billing department along with a request for cancellation/refund and the reason why. If you do not have a copy of your activation letter please include your: name, account login, password, domain name and last 4 digits of your account’s credit card (if paying with a credit card) to our billing department. This procedure also applies for non-refund cancellations (those that occur outside of the 30 day window).