confidence guarantees

Our high level of customer service and satisfaction is a claim we take very seriously. Most of our competitors will offer you the standard "30 day money back guarantee", but what are you left with after your 30 days has lapsed? Our guarantees (yes, there are three of them) are based on real-life situations and day-to-day business.

  Guarantee #1: 30 Day Satistaction Guarantee

  Guarantee #2: Site Availability Guarantee (99.9% monthly)

  Guarantee #3: Support Response Guarantee (24 hours)

Guarantee #1: Satisfaction Guarantee or a Full Refund (within 30 days)

Every new customer at HP Hosting is offered our 30 day satisfaction guarantee. While we continually aim to provide feature packed hosting with quality support, speed and dependability, we understand that sometimes our efforts don't go as planned. If you are not completely satisfied with our services within the first 30 days of ordering any of our web hosting plans, you will be given a full refund excluding domain registration fees and overages (disk space, sub domains, domain parking etc). No paperwork and no hassles - simply email us with your username, password and a brief reason why you are cancelling, and we will take care of the rest.

Note: Guarantee is VOID if your account violates our Acceptable Use Policy or Terms Of Service. After your 30 days have lapsed, you cannot receive a full refund, but may cancel at any time.

Guarantee #2: Site Availability Guarantee (99.9% monthly) or a Pro-Rata Downtime Credit

Our agreement with you is to provide hosting for your internet presense. Should you have to pay for this service when it is not available? We think not! While technology is a wonderful thing, sometimes it breaks and may cause a brief interruption.

Service credits are calculated as follows:

Downtime per calendar month	% Uptime	% Credit
Up to 45 minutes	100% - 99.9%	-
45 minutes and 3 hours 30 minutes	99.9% - 99.5%	5%
3 hours 30 minutes and 7 hours 15 minutes	99.5% - 99%	10%
7 hours 15 minutes and 14 hours 30 minutes	99% - 98%	15%
14 hours 30 minutes and 1.5 days	98% - 95%	25%
More than 1.5 days	less than 95%	100%

Click the folowing link to view our latest server statistics - Viper

Contact us by email within seven days of the end of the calendar month, providing your username and password, to request a service credit in accordance with our Site Availability Guarantee.

Note: Downtime Credits will be applied to future payments and cannot be taken as a cash refund.

Guarantee #3: Support Response Guarantee (24 hours) or a Per-Incident Credit

Any support request that is submitted through our specified support options 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 1 hour. If a response is not given within 24 hours, a $1 credit can be requested (per support issue).

NOTES: Support Response Guarantee does not guarantee resolution within 24 hours, merely a response from a human (non-automated response). Total credits in any given month cannot exceed 100% of customer's hosting fees for the account which the requests were in reference to.