Guarantee Policies



Effective Date: 05/23/2009


Last Modified: 05/28/2010



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Service Level Agreement







Shared WebHosting & Reseller Hosting


14 Days Unconditional Money Back Guarantee for any web-hosting, reseller hosting packages only. This is only for new customers and new orders only! This is VOID for recurring customers or automated payment subscription that were not cancel. This is the customer's responsibility and not the company's responsibility.


If for any reason you are unsatisfied with our service within your first 14 days, simply notify us and your contract fees will be reversed.


Please keep in mind that the 14 day period ends exactly 14 days from the day on which account was originally activated. This guarantee is VOID if your account violates our TOS or service agreement.





Please note that due to the nature of the product, the 14 day money back guarantee does not apply to streaming media services, gaming servers, voice servers, virtual private servers, dedicated servers, software licenses such as WHMCS & ClientExec, domain names, custom design work, special offers and promotions, or ssl certificates. 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 checks, and money orders, may take an extended amount of time to process. After your 14 money back days are up, you cannot receive a refund, but you may cancel at any time.




Game Servers & Ventrilo Servers:


2 Days / 48 hours Money Back Guarantee for any gaming servers, voice servers, hltv servers, and Ventrilo Voice Servers. There is no money back for dedicated/vps servers or domain registration. The 2 Days (48 Hours Money Back) is only acceptable for new customers or new orders only. Recurring Payment Customers are VOID from the 2 day money back. Even if its an automated payment subscription(s) that the customer have forgot to cancel. This is not our responsibility, but the customer's responsibility. We reserve the rights not to refund or VOID a refund if a customer(s) is abusing our 2 days(48 hours) money back guarantee.

If for whatever reason you are not satisfied with your gameservers or webhosting, You reserve the right to request a refund within 48 hours (2 days) of server creation. You will be refunded full total ammount if paid with original pricing and no coupons or specials.

The 48 Hours Money Back Guarantee is only offered on GameServers, Web Hosting, Ventrilo Servers ordered directly through the website paying at the normal price. Any coupons used or specials will not be refundable at all, no exceptions.

The 48 Hours Money Back Guarantee excludes the following services: Domain Registrations, Setup Fees, Dedicated/Virtual Private Servers. These are non-refundable at all.

If for any reason you are unsatisfied with our service within 2 days or 48 hours, simply notify us and your contract fees will be reversed within 3-5 business days depending on the payment sent.

Please keep in mind that the 2 days period ends exactly 2 days from the day & time on which account was originally activated. This guarantee is VOID if your account violates our TOS or service agreement. Please note that the 2 days money back is only acceptable for new customers and new orders only! Not recurring, old, continuing customers. We reserve the rights to VOID or not refund a customer(s) if they are abusing our 2 days (48 hours) money back guarantee.





Please note that due to the nature of the product, the 2 day money back guarantee does not apply to streaming media services, virtual private servers, dedicated servers, software licenses such as WHMCS & ClientExec, domain names, custom design work, special offers and promotions, or ssl certificates. 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 checks, and money orders, may take an extended amount of time to process. After your 2 days money back days are up, you cannot receive a refund, but you may cancel at any time. The 2 days (48 hours) money back only works on "gameservers" only! This is only for new orders & new customers only. This does not work for automated payment subscription and if he/she/you forgets to cancel the subscription. The 2 day money back will be void for recurring customers.



Uptime Guarantee


Shared/Reseller Webhosting, Gaming Servers, Voice Servers, & Streaming Media Hosting Uptime Guarantee.





We believe that you shouldn't have to pay when your site isn't online. We rarely encounter server issues that result in downtime, but on occasion, we will come across a hardware or software issue that may cause a brief service interruption.

In all but the most urgent cases, we will send out an email or post a notice in the Announcement of Go Network Server's Billing Manager or the Community Forums notifying customers of maintenance that is to be performed. When notice is sent at least one hour prior to service interruption, the outage does not qualify for our uptime guarantee.

Service credits are calculated as follows (all times are stated in downtime per month):





? Less than 1 hour (100% - 99.8% uptime) -- No credit


? 1 hour to 3 hours 30 minutes (99.8% - 99.5% uptime) -- 5% credit


? 3 hours 30 minutes to 7 hours 15 minutes (99.5% - 99% uptime) -- 10% credit


? 7 hours 15 minutes to 14 hours 30 minutes (99% - 98% uptime) -- 15% credit


? 14 hours 30 minutes to 1.5 days (98% - 95% uptime) -- 25% credit


? Greater than 2 days (less than 95% uptime) -- 100% credit





Contact our billing department within seven days after an outage to request a service credit in accordance with our Site Availability Guarantee. Service credits issued for downtime are issued in the form of credits to your Go Network Server's 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 Go Network Server'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 and not in violation of our TOS or Acceptable Use policies.





Virtual Private Server & Dedicated Server


"Uptime" refers to the amount of time the Services are available, as measured solely and only by Go Network Server's internal monitoring systems. "Downtime" refers to the amount of time the Services are unavailable, as measured solely and only by Go Network Server's internal monitoring systems. Go Network Server's guarantees that its Networking and Connectivity services will be available 100% of the time. In the event such level of service is not provided, Go Network Server's will credit your account in an amount as determined in the chart below, reflecting credit percentages of the monthly fees paid by You to Go Network Server's for the Services, but not payments made for any of the following products and services: domain name registration, software licenses, IP address charges, set up fees, shipping and handling, SSL certificate fees, labor charges, and other services which are unrelated to Uptime.



? 100% will result in a credit of: 0%


? 99.1% to 99.9% will result in a credit of: 5%




? 98% to 99% will result in a credit of: 10%




? 95% to 97.9% will result in a credit of: 25%




? 90% to 94.9% will result in a credit of: 50%




? 89% or below will result in a credit of: 100%









To receive a credit, You must make a request by sending an email message to billing@go-networks.net. Each request in connection with this Agreement must include the dates and times of the Downtime, the name and IP address of the server or servers which experienced the Downtime. The request must be received by Go Network Server's within ten (10) business days after the incident of Downtime. If the unavailability is confirmed by Go Network Server's, credit will be applied to Your Go Network Server's account within thirty (30) days of receipt of Your credit request.









The total amount credited to You in a particular month under this Agreement shall not exceed the total amount of fees paid by You for such month for the affected Services. Credits are exclusive of any applicable taxes charged to You or collected by Go Network Server's and are Your sole and exclusive remedy with respect to any Downtime.









The provisions of the Agreement pertaining to Force Majeure are unaffected by these terms referring to Uptime Guarantee. Moreover, downtime caused by any of the following shall not result in any obligation by Go Network Server's to provide credit to You:




? emergency maintenance




? scheduled maintenance




? system upgrades




? domain name system (DNS) problems outside of Go Network Server's control




? issues with FTP, POP, IMAP, or SMTP customer access




? Acts or omissions by You or any of Your employees or agents, resulting in downtime




? Any negligence, willful misconduct, or use of the services in breach of Go Network Server's 's Acceptable Use Policy




? Problems with users' web browsers, DNS, or other caching that might make it appear the Services are unavailable even though others can still access the Go Network Server's servers.











Hardware Replacement Guarantee




Go Network Server's strives to maintain the integrity of the hardware used to provide its services, and any Downtime caused by hardware failure shall be credited pursuant to this Agreement. Go Network Server's maintains a stock of all essential hardware necessary to provide the Services. Go Network Server's shall replace any and all substantially malfunctioning hardware within 1 hour of Go Network Server's becoming aware of such substantial malfunction.









The amount of time for replacement of hardware shall be measured from the moment that Go Network Server's determines that the hardware must be replaced, and does not include time spent diagnosing the problem, researching other solutions, investigating the cause of the failure or time spent installing software, restoring backups or other, similar situations.









In the event that Go Network Server's fails to meet this hardware replacement guarantee, Go Network Server's will issue, to You, account credits in the amount of 10% of the base monthly server rent for each hour after the first hour of the monthly service fee for the server in question to a maximum of 50% of the cost of the server itself (excluding any management, upgrades or additional services associated with the server in question.)









To receive a credit, You must make a request by sending an email message to billing@Go-Networks.Net. Each request in connection with this Agreement must include the dates and times of the hardware replacement situation, the name and IP address of the server or servers which experienced delayed replacement. The request must be received by Go Network Server's within ten (10) business days after the incident. Upon confirmation by Go Network Server's, credit will be applied to Your Go Network Server's account within thirty (30) days of receipt of Your credit request.







2Checkout.com is an authorized reseller of goods and services provided by Go Network Servers.

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