SERVICE LEVEL GUARANTEE

45-DAY MONEY BACK GUARANTEE
If, for any reason, you are dissatisfied with our hosting services, we will refund your hosting fees at any time during the first 45 days after you have signed up for an account with us. You can submit a ticket and receive full refund for your hosting plan within the 45-day money-back period.
The refund only applies to “individual hosting” services and only for brand new service. Customers with existing service or who have previously had service with Rubicon Hosting are exempt from the 45-day policy.

Please, NOTE that domain name registrations are final and non-refundable. As changes are no longer allowed after a registration request is submitted, you should always check for correct spelling before purchasing a domain name.

SERVICE-LEVEL GUARANTEES
99.7% Network Uptime Guarantee
Rubicon Hosting guarantees that your website(s) will be up and running at least 99.7% of the time during any 12-month period. This guarantee includes network and server uptime. However, we cannot be held responsible for upstream problems outside of our network and areas where Rubicon Hosting has no direct influence, such as backbone provider failures, fiber-optic main line cuts, DNS or Registrar problems with subscribers’ domain names, routing problems between a client’s location and our data center. The uptime guarantee is also not applicable if the service interruption was caused by a natural or unnatural event that is not directly under the control (or jurisdiction) of Rubicon Hosting. Rubicon Hosting may temporarily deny or terminate the Service upon client’s failure to pay their charges at due time.

Rubicon Hosting guarantees 99.7% network uptime and server stability. This, however, does not refer to problems stemming from:

  • Server Hardware Breakdown or Failure
  • User error(s) or purposeful interruption(s) of the user service (e.g. if the client shuts his/her own server down, Rubicon Hosting is not responsible for the downtime)
  • Failure due to software that is not explicitly supported by Rubicon Hosting. If a hardware crash provoked by the customer consequently occurs, Rubicon Hosting is beyond the control and responsibility for the resulting downtime.

Network Outages or Unexpected Downtime is any unplanned or unexpected interruption in the network availability due to hardware, software, network connectivity or data center problem, during which a 100% packet loss is experienced.

Scheduled Downtime is any scheduled interruption of the services for the purpose of network software/hardware upgrades, or replacement of any network equipment in order to be provided better service for the customers. Scheduled downtimes occur within pre-notified downtime periods, with as many warnings as possible sent via e-mail or posted in our news section minimum 24-hour in advance.

SUPPORT RESPONSE
Rubicon Hosting support is available 365 days per year. Support is available via Live Chat, MSN, AIM, Skype, Google Talk and the Client Area integrated ticketing system.

Dedicated Support For All Customers

  • Ticketing Support
  • Live Chat
  • MSN, AIM, Skype, Google Talk