Service Level Guarantee and Agreement
30 Day Money Back Guarantee
At any time during your first 30 days of service if for any reason you are unsatisfied we will refund 100% of your hosting fees.* (More details)
99.998% Network Infrastructure Guarantee
JPstreamt guarantees high availability for its data center LAN. JPstream's network is structured, sophisticated, and redundant with no single points of failure. This delivers a significant performance and redundancy improvement over public or private peering Internet connectivity strategies. JPStream’s proven record and current standing monthly average of an aggregate monthly 99.998% network uptime sets a new standard for reliability. It translates to less than 35 seconds of downtime per month.
99.998% Facility Infrastructure Guarantee
JPstream also guarantees facility functionality including power, physical security, environment, and fire protection.
99.5% Database Server Guarantee
Our Database mySQL Server Clustering Solution protects customers' database services from network, hardware, operating system, and database service failures, ensuring the highest Web database availability.
99.5% Web Server Guarantee
Our local and distributed load balancing and mirroring solutions protect customer Web servers from network, hardware, operating system, and Web server application service failures ensuring optimum Web server performance and availability. A guarantee of 99.5% availability means that there will be no more than 3 consecutive hours of unscheduled outage per month. Customers will be offered one free month's worth of service for any guarantee not met in full.
Support Response Guarantee
We're staffed 24 hours a day, 365 days of the year. When you need assistance our staff is always ready to deliver meaningful and helpful responses as quickly as possible. Any support request that is submitted through our specified support channels is guaranteed to receive a response within 24 hours. Please note that this does not mean that our average response takes 24 hours. During business hours, our average ticket response time is under 20 minutes, and at night, only a few hours.**
Price Match Guarantee
We're so confident in our service and offerings that we guarantee you will not find another host that offers as many features, tools and services for the same price. Infact, we'll match any competitor's advertised price for an identical or better service offering.
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JPstream Service Level Agreement
Notes
* Does not include reimbursement for domain name registration,
or any other external services purchased while using service.
Refunds for accounts with payment methods besides Credit Card,
including wire transfers, checks, and money orders, may take
an extended amount of time to process. After the first 30 days,
you cannot receive a full refund, but may cancel at any time.
** Credit request must be made by sending an email to our billing department,
please ensure to include your domain name and ticket number.
If a human response is not given within 24 hours, a ¥1 credit
can be requested per ticket. Support response guarantee excludes
sales, billing, and abuse emails. Support response guarantee
does not 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.
***Pricing must be from a national tier-1 provider for the same
product or service including, without limitation, factors such
as hardware, support, features, additional value added tools,
bandwidth and term commitment.