Where relevant, you agree to provide us with sufficient detail about, and access to, your services, policies, and systems to enable us to provide the service to you and your customers. Apstia Support Solutions will not be responsible for any problems or downtimes of your servers or any kind of service interruption due to server downtime.
All accounts are set up on a pre-pay basis. It is the customer's responsibility to inform Apstia of changes in credit card type, PayPal email address, or credit card expiration date. Credit card accounts are billed monthly. If your credit card is declined, you have seven days to make the payment, after which your account will be placed on hold until services are paid for.
Apstia reserves the right to change pricing terms on any accounts and plans/services at any time. New accounts for current customers are subject to the current fees at the time the new account is opened.
Apstia offers a satisfaction guarantee on our server management and monitoring services. If you are not completely satisfied within the first 5 technical support requests or the first 7 days of using our service (whichever comes first) from the date of your signup, you will be given a 100% refund of the amount paid for that service.
Cancellation must be made by emailing sales for authorization and not via live chat or any instant messaging platforms. No notice period or cancellation fee is required. You reserve the right to cancel the service for any reason with 30 days' prior notice.
Apstia offers an average guaranteed response time of 20 to 30 minutes, depending on the support plan. When a new ticket is opened while another unresolved ticket exists, the response time for the new ticket starts after the previous ticket is resolved. A “response” means that a server admin has read the ticket, assigned it to the most appropriate technician, and responded to confirm the resolution process has started.
Sales, billing, or non-support-related issues are not covered under our response time guarantee.
The customer agrees to make daily or weekly backups of all sensitive and important data, including but not limited to client data, hosting account data, server configuration data, and other data critical to daily operations.
These backups provide a restore point in case of emergencies, accidents, or mistakes. The customer is solely responsible for maintaining full backups of all systems prior to Apstia starting work.
If any ticket exceeds our SLA, a prorated refund may be requested and will be determined based on the number of tickets submitted within the last 30 days. SLA refund requests must be reported within 30 days of the SLA breach via a Feedback ticket. Refunds cannot exceed the amount paid for the service and may take up to 10 days to process.
We prioritize quality of service. If we determine, at our sole discretion, that a customer’s workload compromises our service quality to others, we may limit concurrent open tickets or refer the customer to a higher-level support plan. We reserve the right to terminate accounts that negatively affect other customers.
Abusive behavior toward Apstia employees via phone, email, chat, or other electronic communications is prohibited. Apstia reserves the right to suspend or terminate accounts for serious AUP violations without notice.
We value our reputation and strive to maintain high-quality service. Posting negative feedback about Apstia on public forums before submitting a ticket to our Quality/Escalation Department is not permitted and may result in immediate account termination without refund. Please contact our Quality/Escalation Department to discuss any issues before going public.
The Receiving Party will: (a) limit disclosure of Confidential Information to its directors, officers, employees, agents, or representatives who need to know such information for the business relationship; (b) advise its representatives of the proprietary nature of the Confidential Information; (c) keep all Confidential Information strictly confidential with reasonable care; and (d) not disclose Confidential Information to third parties except as permitted.
If you have questions about our Terms of Service or Privacy Policy, contact us at [email protected] before signing up.
By subscribing to or utilizing our services, you agree to accept, comply, and understand all of our Terms of Service and Policies in full.