Service Availability

1. Virtual Server Warehouse is committed to providing the highest quality service to all customers. To support this commitment, Virtual Server Warehouse gives the following service level guarantees and observes the following schedule of penalties for any failure to meet those guarantees.
2. Virtual Server Warehouse guarantees 99.99% Network Service Availability, measured on a calendar-month basis. Network Service Availability is defined as the ability of a user from anywhere in the world to ping the VPS firewall that your VPS is secured behind and to receive an average response of less than or equal to 500ms over a one hour period. Please email support@intrahost.co.uk to obtain the IP address of the firewall that is protecting your VPS.

Backup Service

3. Virtual Server Warehouse does not backup customer Virtual Private Servers.
4. Virtual Server Warehouse provides a facility for customers to take their own backups using the provided control panel. Customers can create either server-side backups, which are stored on Virtual Server Warehouse disk-based backup servers, or client-side backups, which are stored on the customers own equipment (generally PC/Mac hard disk).
5. Virtual Server Warehouse shall not accept responsibility for failure to provide the self-managed back-up service due to but not exclusively, faulty tapes, faulty hardware, faulty disks, incorrect or missed media changes, incorrect configuration software bugs or data corruption.
6. Virtual Server Warehouse cannot guarantee the availability of either Virtual Private Servers or Virtual Private Server backups.

Hosting Infrastructure Unavailability

7. Virtual Server Warehouse monitors the infrastructure as a whole but does not monitor individual VPSs, websites or mailboxes. VPS, Web and Email server unavailability caused by denial of service attacks, mail bombing, and other Denial of Service techniques is not included in uptime/downtime calculations.
8. Server downtime is not recorded and no credit is issued during scheduled or emergency system maintenance. Outages caused by the actions beyond Virtual Server Warehouses control including, but not limited to DoS attacks or other forms of intrusion are excluded from the uptime/downtime calculations.

Network Availability

9. Service unavailability resulting from network unavailability will be included in the Network Service Availability calculation. Network unavailability is defined as Virtual Server Warehouse network's inability to pass incoming and outgoing TCP/IP traffic, including but not limited to backbone problems. Problems excluded include: problems on the customer's portion of the network, interruptions of service caused by denial of service or similar attacks or other forms of intrusion.

Hardware Failure

10. In the event of a Virtual Server Warehouse server or network device hardware failure, Virtual Server Warehouse shall replace or repair hardware within 24 hours of Virtual Server Warehouses determination that the hardware has failed. Such hardware failure, and repair and replacement of the hardware and the associated downtime shall not affect the Network Service Availability calculation.

Scheduled Maintenance

11. To guarantee optimal performance of the hosting infrastructure, it is necessary for Virtual Server Warehouse to perform routine maintenance on the servers and network devices. Such maintenance often requires taking Virtual Server Warehouse VPS, web and email servers off-line, typically performed during off-peak hours.
12. Virtual Server Warehouse will give you advance notice of maintenance requiring the servers to be taken off-line whenever possible. Virtual Server Warehouse reserves one hour of Service unavailability per month for maintenance purposes. Such unavailability is not included in the Network Service Availability calculation.

Cancellations & Refunds:-

13. Virtual Server Warehouse reserves the right to suspend OR terminate services on receipt of Abuse complaints.
14. A 30 day money back guarantee is available on managed shared hosting, reseller hosting, semi-dedicated hosting and VPS solutions, where you are not satisfied with the service provided. Domain registration Fees or Dedicated Server packages or SSL certificates or any add-on products do not come under the purview of this guarantee. Virtual Server Warehouse reserves the right to decide whether or not to issue pro-rated refunds for requests made after 30 days.
15. Only first-time accounts are eligible for a refund. For instance, if you've had an account with us before, cancelled and signed up again, you will not be eligible for a refund or if you have opened a second account with us.

Refund for Non-compliance Hosting Infrastructure availability

16. For each full hour of Service availability falling below the guaranteed up-time guarantee, upon your notification (described below), Virtual Server Warehouse will provide you with a refund in the amount of 5% of that months paid regular service charges. No element of software licenses shall be refunded.
17. To receive the refund you must send a request by email with your name, including all dates and times of server unavailability, to support@intrahost.co.uk, in the month immediately following the month for which the refund is requested.
18. Virtual Server Warehouse will then compare the information provided by you to the server availability monitoring data Virtual Server Warehouse maintains and notify you of the issuance of any refund. A refund is issued if the unavailability warranting the refund is confirmed by Virtual Server Warehouse server monitoring data.
19. The total refund to you for any account may not exceed 50% of the monthly fees paid for that account during the month for which the refund is to be issued.

Change to Services

20. Virtual Server Warehouse reserves the right to change the resource allocation for its services & also to change the prices listed on the website.
21. Virtual Server Warehouse reserves the right to change or revise its policies at any time without prior notice.