guarantees

							                                              Reality-Based Guarantees



                  Day
      60-Day & 30-Day 100% Satisfaction Guarantee

Backed By: Full Refund

If for any reason you are unsatisfied with our service within your first 60 days(shared, reseller, VPS) or 30
                                          notify
days(Dedicated Server) of service, simply notify us and your contract fees will be reversed. No advanced notification
is required, no paperwork, no red tape, not catches whatsoever.

                                                                                                                         order
Note that the 60 day period ends exactly 60 days from the day on which account was originally activated (not the day the orde
was placed). This guarantee is VOID if your account violates our TOS or service agreement.

                                                                                           not          semi-dedicated, or
Please note that due to the nature of the product, the 60 day money back guarantee does not apply to semi
dedicated hosting services. A 30 day money back guarantee applies to all dedicated hosting services, excluding Data Centre
services.




      99.98% Uptime Guarantee

Backed By: Pro Rated Service Credit

                                     %                                                      pro-
If your service isn't available 99.98% of the time within a given month, we will give you a pro-rated credit for the
time.

                                                                                                                           do,
While we rarely have server issues that result in downtime, we admit that it short lapses in service can happen. When they do
                                                                  99.98%
you shouldn't have to pay. Which is why we drafted our unique 99.9 % Uptime Guarantee. Many hosts offer "uptime
   arantees"
guarantees" but make no mention of what happens if they don't meet their posted uptime figure. We stand behind our network
                                  rated                                        99.98%
reliability by offering you a pro-rated credit for any downtime outside of our 99.9 window.

                                        only                                                               maintenance may be
Please note that this guarantee applies on to unscheduled outages. Occasional planned server/network mainten
necessary. In all but the most urgent cases, we will send out an email notifying customers of maintenance that is to be
                                                        to
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:

     •                                                                     %
          Between 0 minutes and 18 minutes downtime per month (100% - 99.98% uptime) : No credit
     •                                              downtime                                     10%
          Between 18 minutes and 3 hours 30 minutes downtim per month (99.98% - 99.5% uptime) : 10 credit
     •                                                               per                             20%
          Between 3 hours 30 minutes and 7 hours 15 minutes downtime pe month (99.5% - 99% uptime) : 20 credit
     •                                                                per                   uptime)
          Between 7 hours 15 minutes and 14 hours 30 minutes downtime p month (99% - 98% uptime : 30% credit
     •        een                                            per                          50%
          Between 14 hours 30 minutes and 1.5 days downtime p month (98% - 95% uptime) : 50 credit
     •    Greater than 1.5 days downtime per month (less than 95% uptime) : 100% credit

                                             service
Contact our accounts 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 Envisage Networks 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 Envisage Networks control, including but not limited to: upstream network outages,
                                                                                            Account
internet backbone congestion, outages caused by acts of god, and facility power failures. Account must also be in good
                                                                                                                             end
standing & not in violation of our Terms of Service or Acceptable Use policies. Service credits should be requested at the en of
the month for the current month or beginning of the month for the previous month. Back credits will not be applied.




        Hour
     24-Hour Support Response Guarantee

Backed By: Per-Incident Credit

If you don't hear back from a team member within 24 hours, we will credit your account.

                                                                                                        response within 24
Any support request that is submitted through our specified support channels is guaranteed to receive a r
                                                                                                                       minutes.)
hours. Please note that this does not mean that our average response takes 24 hours (it is, on average, usually within minute
                              hin
If a response is not given within 24 hours, a $2 credit can be requested (per ticket)†. .

Contact our accounts department to request a service credit†.

Notes: Support response guarantee does not include billing, sales, and abuse emails. Support response guarantee does not
                                                                            automated
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.