Service Level Guarantees
30-DAY MONEY BACK GUARANTEE
If, for any reason, our web hosting services fail to come up to your expectations, you could request a full refund for your hosting plan at any time, within the first 30 days of the sign-up date. To do that, you should simply send an email to our Sales Department at sales@ntchosting.com.
Domain Name Registration:
Domain name registrations/transfers are considered as non-refundable services, meaning that the domain registration/transfer fees are not refunded to you if you decide to take advantage of our 30-day Money Back Guarantee period. Customers should as well be very careful when typing in a domain for registration, since spelling changes are no longer allowed after the registration request has been submitted.
SERVICE-LEVEL GUARANTEES
99.9% Network Uptime Guarantee
NTC Hosting guarantees that your website(s) will be up and running at least 99.9% of the time during your 12-month subscription period with the company. However, we cannot be held responsible for upstream problems out of our servers network and areas where NTC Hosting has no direct influence, such as backbone provider failures, fibre-optic main line cuts, DNS or Registrar problems with customers' domain names, routing problems between clients' location and our data centers. The uptime guarantee is also not in force if the service interruption has been caused by any natural/ unnatural events that NTC Hosting cannot have direct impact on. NTC Hosting may as well temporarily decline to provide or discontinue its services upon a client's failure to pay his/her due charges.
NTC Hosting will guarantee each customer 99.9% of NTC Hosting network uptime and 99.9% of network stability uptime. This, however, does not refer to problems coming from:
1-HOUR SUPPORT RESPONSE GUARANTEE
NTC Hosting guarantees 24/7 customer support available 365 days in the year. Technical Support is provided via our Control Panel-integrated ticketing system, and Sales Support - via the online contact form on our website. A response to each ticket or online contact form inquiry is given within maximum 60 minutes of the submission time.
Other Support Channels:
If, for any reason, our web hosting services fail to come up to your expectations, you could request a full refund for your hosting plan at any time, within the first 30 days of the sign-up date. To do that, you should simply send an email to our Sales Department at sales@ntchosting.com.
Domain Name Registration:
Domain name registrations/transfers are considered as non-refundable services, meaning that the domain registration/transfer fees are not refunded to you if you decide to take advantage of our 30-day Money Back Guarantee period. Customers should as well be very careful when typing in a domain for registration, since spelling changes are no longer allowed after the registration request has been submitted.
SERVICE-LEVEL GUARANTEES
99.9% Network Uptime Guarantee
NTC Hosting guarantees that your website(s) will be up and running at least 99.9% of the time during your 12-month subscription period with the company. However, we cannot be held responsible for upstream problems out of our servers network and areas where NTC Hosting has no direct influence, such as backbone provider failures, fibre-optic main line cuts, DNS or Registrar problems with customers' domain names, routing problems between clients' location and our data centers. The uptime guarantee is also not in force if the service interruption has been caused by any natural/ unnatural events that NTC Hosting cannot have direct impact on. NTC Hosting may as well temporarily decline to provide or discontinue its services upon a client's failure to pay his/her due charges.
NTC Hosting will guarantee each customer 99.9% of NTC Hosting network uptime and 99.9% of network stability uptime. This, however, does not refer to problems coming from:
- Server Hardware Breakdown;
- User error(s) or intentional interruption(s) (e.g. if the client shuts his/her own server down, NTC Hosting is not responsible for the caused downtime);
- Software that is not explicitly supported by NTC Hosting. If a hardware crash provoked by the customer occurs, NTC Hosting bears no responsibility for the resulting downtime.
Network Outages or Unexpected Downtime is any unplanned or unexpected interruption in the network availability due to a hardware, software, network connectivity or data center problem, during which a 100% packet loss is experienced.
Scheduled Downtime is any scheduled interruption of services for the purpose of network upgrades, or replacement of any equipment aimed at providing a better server performance for you. Scheduled downtimes occur during pre-announced downtime periods, with as many warnings sent in advance as possible via e-mail or posted in our Latest News section at a minimum 24-hour notice.
1-HOUR SUPPORT RESPONSE GUARANTEE
NTC Hosting guarantees 24/7 customer support available 365 days in the year. Technical Support is provided via our Control Panel-integrated ticketing system, and Sales Support - via the online contact form on our website. A response to each ticket or online contact form inquiry is given within maximum 60 minutes of the submission time.
Other Support Channels:
- US and UK phone support lines are open for you 24/7/365;
- Live chat support is available from 4 AM to 9 PM EST on business days.