Refund Policy of Surpass Hosting

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Posted by Ekhwan, 01-12-2006, 04:23 PM
Just want everyone to know what policy surpass adheres to with regards to refunds in case of downtime. Also I am a bit dumb in understanding the entire credit system, if someone is willing to explain, you are welcomed. Here is a reply from surpass accounts dept. when they were asked about their refund policy in line with server downtime: ==== Start Quote ==== CREDITS In the event that there is no web site availability, Surpass will credit the monthly service charge for the service as calculated below and as measured 24 hours a day in a calendar month. The maximum credit is not to exceed the monthly service charge for the affected month: Web site availability credit 95% to 99.4% = 25% 90% to 94.9% = 50% 89.9% or below = 100% In order for you to receive a credit on your account, you must request such credit within seven (7) business days after you experienced no web site availability so that we may check our stats and your stats. You must request credit by sending an electronic mail message to our billing department at billing(@surpasshosting.com). For security, the body of this message must contain your domain name, the dates and times of the unavailability of your web site, and such other customer identification requested by Surpass. Credits will usually be applied within sixty (60) days of your credit request. Credit to your account shall be your sole and exclusive remedy in the event that there is no web site availability. ==== End Quote ==== I might get grey hair till I get a refund if I were to file for one :-).
Posted by LP-Jay, 01-12-2006, 05:36 PM
i think it basically means how much money you get back for the month, or money taken off the next month
Posted by UH-Matt, 01-12-2006, 05:47 PM
If you pay $10 a month.... ... And in that month your site is available for less than 99.4% then you will get $2.50 refunded to you. ... And in that month your site is available for less than 94.9% then you will get $5.00 refunded to you. ... And in that month your site is available for less than 89.9% then you will get $10.00 refunded to you (full refund).
Posted by Shaw Networks, 01-12-2006, 05:52 PM
Well if you are comtemplating whether to file for a refund or not, you better get to it. Looks like you only have 7 days after the end of the month to file for one.
Posted by ldcdc, 01-12-2006, 08:23 PM
Especially as they don't state the 60 days as an "upper limit", but as an approximate way of how things are handled: In other words the site may be unavailable for 3 days in a month and you'd get $5 as compensation. Exactly the reason why I find uptime guarantees to be of very little value.
Posted by f9-Alex, 01-15-2006, 10:17 AM
I think they just mean that they will credit the respective percentage of your monthly bill to the bill for the next billing cycle. So if you pay $10 a month, you'll get $2.50 taken off your bill next month.

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