Service Level Agreement

Reseller plans

Our reseller plans are available under a few conditions, the main of which being to own 5 active servers or more in the same location or region. Once again, because each location has very different realities in terms of networking, bandwidth and hardware costs, it is not possible to provide a flat rate that is identical everywhere. For this reason, customers who wish to benefit from the reseller rebate must contact a Sales agent via our support system, after already having purchased 5+ servers. You may also make a general Sales inquiry here.

 

Refund policy

We reserve the final decision on refunds, based on the situation and reason for cancellation. The general rule is, if there is an issue on your server, our staff will dedicate themselves to fixing it. Any delays that prevent you from using your server will be credited, and issues that we are simply unable to solve will be refunded. It is important to note that refund requests based on information that was included in the terms of service or clearly available on our website will always be refused. The best example of this is if you have purchased a server that is geo-located and needed a server that is physically available. Please issue a request to our support staff before making such a purchase, if you are unsure.

 

General refund guidelines

We will not refund or credit under the following circumstances:

• Geo-location or mistake in location

• Failing to ask a question on the nature of our services, or a particular spec or configuration.

• Account termination or suspension due to non-following of our Terms of Service.

• Account termination or suspension due to any kind of illegal activity.

• Changing your mind

 

Server delivery times

Servers are usually delivered between 1-3 business days from payment confirmation*. Some locations may take a little longer, particularly with Tier 3-5 locations. The day of your payment does not count as a business day.

You may leave a message to ticket support systems 24/7, 365 days.

Our head office for support is located in Jhunjhunu, India. Our international phone numbers are not located in those countries, and are simply a local number that allows customers from our most popular locations to contact us by phone and avoid international charges. While we do offer phone support, we have more staff responding to tickets than phone calls and encourage you to use that system for faster and more detailed answers. Generally, technical support requests should be addressed to the e-mail/ticket system, as most of the phone staff are essentially on the Sales team and will have limited knowledge on technical issues, redirecting you to the ticket system in the end. Note that our staff is limited during the week-end and Holidays. Answers will still be made in order of arrival, but may take a little longer to process, depending on the amount of requests received. For faster, around the clock support, you may want to subscribe to one of our advanced support plans.

*A payment is considered confirmed once fraud check has been passed successfully. Most of the time this is done instantly. We reserve the right to request proof of identity if we receive indication from one of our payment processors that a transaction appears to be fraudulent before proceeding with server delivery. This process is by-passed for returning customers after one successful payment. Phone and ticket support hours,

 

Ticket support ETA

The ticket system is enabled 24/7. This does not mean that you will receive an immediate response. Tickets are treated in order of arrival and of latest answer. This means that frequently "bumping" your ticket by repeated queries will potentially slow down your response time. Please note that tickets are not to be seen as live chat, and immediate responses are very rare. Our support staff is most active during the above hours, but we will frequently extend those hours when the need arises.

 

Re-installation fees

Unless your server comes with one of our management consoles , an OS re-installation fee of $25 will be charged at our discretion.

 

Licenses and panels

When you purchase a server from R3esolution Infotech Private Limited, you have the option of choosing a Linux or Windows install, as well as multitude of control panels. Some of these add-ons have a cost attached to them, while others don't.

As a general rule:

• If you are opting for a Linux distribution, there are no OS costs whatsoever. Any costs incurred are for extra panels, which will then come with an activated license.

• If you are opting for a Windows OS, you are paying for the Windows License. Any control panels you select will usually come unlicensed, and you must obtain said licenses directly from the panel publisher.

 

Suspension Process

In order to avoid suspension you must make sure that your account funds remain above $0. If usage cost exceeds the credit balance on your account, you will receive en email warning you, and invoice will be generated and you will have 48 hours to pay it before your VMs are suspended.

 

Bandwidth overage

Each Cloud plan comes with a predetermined amount of allowed traffic. Bandwidth overage is billed at the rate of $0.5 Per GB. Bandwidth traffic is on a monthly basis but is calculated hourly (based on 720 hours per month). If you close your VM in the middle of the month, your allowed traffic will be based on the number of hours used. You may be charged overage if your hourly usage exceeds the allowed traffic amount. You can view your usage at any time.