We put our money where our mouth is with credit compensated Service Level Agreements.
We are confident you will be pleased with our services, but our words mean little unless we have something to back it up. That is why we stand by everything we say with money back guarantees and service level agreements (SLA’s). Should we fail to meet any or all of our commitments, we will either provide a refund or a service credit to compensate for the level of inconvenience.
Since our inception, SolaDrive has focused on maintaining the highest level of service reliability. This is why we provide a 99.9% uptime guarantee for all VPS services. Should uptime for the month fall below this commitment, we will provide a credit or refund to your account.
Please note that this guarantee applies only to unscheduled outages. Occasional planned server or network maintenance may be necessary. In all but the most urgent cases, we will send out an email notifying customers of the maintenance to be performed. For dedicated servers, this only applies to the network as the uptime of client-controlled servers cannot be guaranteed.
We know the importance of getting quick and helpful support every time you contact us. That is why we guarantee that we will respond to your ticket within one hour from the time you submit a ticket. You will either get an update on the issue or in most cases a resolution well within the same hour from the time you submitted the ticket. You will see that we generally respond to tickets within 10-15 minutes. You can be assured that your ticket won’t go more than one hour without a response. In the event that your ticket wasn’t met within the stipulated time, you will be compensated $1 for every ticket that wasn’t met.
If you have read all of our other service guarantees, you may know by now we are confident in the level of service and support we provide. We want everyone to be happy with our service but if for some reason you are unsatisfied or have changed your mind using SolaDrive, we will provide a full refund. We offer a full refund of your initial service payment if it’s requested in the first 30 days of using our service, no questions asked. Please note that this only applies to VPS. Dedicated servers cannot be refunded due to the physical hardware and work involved in setting them. Domain registrations, SSL and licenses are excluded from refund as well.
When it comes down to it, our ultimate goal is to keep our clients happy! After all, satisfied clients are the reason SolaDrive exists, and achieves continual growth. There is no one sure fire method to keeping our clients happy, it’s the unison of all things running smooth. From our polite and helpful staff to having rock-solid reliability service each month, we’ll go to any length to ensure our clients are always smiling. If there is something wrong or you are unhappy with our service, we’ll do everything we can to help resolve it and make things right. Otherwise we will credit your account appropriately to alleviate any inconvenience you might experience.
For both our VPS and dedicated servers, we offer a 100% uptime guarantee on our network your service is connected to. This means that if for some reason your server suffers packet loss or loss of connectivity, we will compensate you for the level of downtime based on the table below. Please keep in mind that DOS/DDOS attacks directed at your own service is an occurrence where you are responsible for the downtime incident and do not qualify to be reimbursed.
