Service Guarantees
Korax takes your business seriously, so we back up our hosting service with
two comprehensive guarantees to ensure you get one of the best-protected
offerings in the business.
Thirty-day purchase protection
We guarantee your satisfaction when you purchase our web hosting packages.
If, for any reason, you are unsatisfied with your purchase within 30 days of
becoming a new customer, you can request a refund of your purchase,
no questions asked, less any domain name or setup fees.
Full details
Always On guarantee
For the life of your account, we guarantee that your websites will be up and
running 100% of the time. That's 24 hours a day, 365 days a year. We know that
your websites mean money, and if we don't meet our commitment, we'll pay you
in the form of credits to your billing account.
Full details
Service Guarantees
We guarantee your satisfaction when you purchase our web hosting packages.
If, for any reason, you are unsatisfied with your purchase within 30 days of
becoming a new customer, you can request a refund of your purchase,
no questions asked, less any domain name or setup fees.
When you purchase either the
Net Image or
Web Starter web hosting package, you can request
a full refund of the original purchase of either of these packages within the first
30 days of opening a new account, regardless of the billing period you originally
selected. If you paid by credit card, your refund will be credited back to the card
you used. If you paid by cheque, a refund cheque will be sent to the contact name,
organization, and address submitted with your original order. Purchases that are
not refundable under this guarantee include domain name purchase fees, SSL
certificate purchase fees, and setup fees, including domain alias setup fees
and FileExchange FTP setup fees.
Service Guarantees
For the life of your account, we guarantee that your websites will be up and running
100% of the time. That's 24 hours a day, 365 days a year. We know that your websites
mean money, and if we don't meet our commitment, we'll pay you in the form of
credits to your billing account.
SLA credits
This guarantee is also called our "Service Level Agreement (SLA)", and credits
applied when this guarantee goes into effect are called "SLA credits". To receive
SLA credits, customers must make a request using the "Submit a support request"
function of
AMS Control Panel within two days of the outage. The customer's billing
account will be credited the pro-rated amount for one day of the regular monthly
charge of the affected service, for each hour or portion of one hour during
which the service was unavailable. The maximum SLA credit amount will be the
amount of the regular monthly charge of the affected service. Credits are issued
to customer billing accounts, to be applied to any future bill. SLA credits
are not cash redeemable.
Guaranteed service availability
Customers who have the Net Image package, Web Starter package, or Managed Server
are guaranteed to have website availability to Internet visitors through the
HTTP protocol, and incoming e-mail availability through the IMAP and POP3 protocols.
Customers who have an Unmanaged Server are guaranteed to be able to pass IP
(Internet Protocol) packets between the customer's equipment and the Internet at large.
Unavailability is limited to network outages within the Korax network, or web server software or hardware downtime, either of which causes the customer's service to be unavailable from the Korax network. Issues beyond the control of Korax for which SLA credits aren't issued include force majeure, outages in the Internet at large, latency at hops between the Korax network and the customer's location, downtime resulting from breaches of security or denial of service attacks, any failure of customer-owned or customer-administered equipment, hardware, or software, or for scheduled maintenance. Websites utilizing DNS services provided by a third party are not eligible for SLA credits.
Scheduled maintenance is work that may cause service interruptions, and which is
scheduled to be performed by Korax with at least twenty four hours of advance notice.
Official notice of scheduled maintenance will be posted at the Korax website.
