Our up-time track record is 99.9%. We guarantee that we will strive to maintain a continuous
and reliable service within the capabilities available to Web5star.
Our service maintains two domain name servers located at different Data Center locations in
the United States. Each of these locations has multiple high-bandwidth Internet connections,
battery or diesel generator back-up power, security, and access to three different major
Internet backbones. These dispersed, redundant name servers give Web5star the ability to
always delegate your domain names, with no interruptions in service. We have gone to great
lengths to make sure at least one of our name servers is up at all times.
Our web servers are located at one of the largest Data Center in the United States. The
center is monitored 24 hours a day by a comprehensive security system supplemented by video
surveillance equipment. All servers are fed with conditioned UPS (Uninterruptable
Power Supply) power that will run if utility power fails. The UPS power subsystem is
N+1 redundant with instantaneous failover in case the primary UPS fails. In the event
of an extended power outage, an on-site diesel generator can run indefinitely. The generator
is regularly tested to ensure that it will continue to function in the event of an emergency.
Guaranteed Response Time
We guarantee to respond to technical support queries within 24 hours but we usually
respond in well under 12 hours. You will find our technical support staff helpful
and responsive. Our on-line customer support is provided via e-mail. Optionally,
you may use our fax (+61 7 3410 7880) facility.
Money Back Guarantee
Should you wish to terminate the Web Site Hosting Service, we guarantee to refund
money paid in advance less the pro-rata portion of time already used plus an admin charge for
handling the refund. To qualify for the refund, the customer must request the termination of the
service in writing giving at the same time an explanation for the cancellation of the service.
This guarantee does not apply to the registration of domain names.
Web Site Hosting Cost
We guarantee that your web site hosting cost agreed at the time of taking
up our service will not increase while you remain as a customer of Web5star, unless the
account has been upgraded or additional services have been added to the account in which
case the additional costs will also remain unchanged during the life of the Agreement.
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