TIERRA Hosting | Our Guarantee to you

No gimmicks. No hassles.

We'll do what we promise. Our guarantees are based not on arbitrary facts or figures, but on our pledge to follow through consistently. Unlike some, we guarantee that we will live up to our guarantees!

30-Day Complete Satisfaction Guarantee

Backed by: Full Refund (within 30 days)*^†

If for any reason you are unsatisfied with our service within your first 30 days, simply notify us and your contract fees will be reversed. No advanced notification required, no paperwork, no red tape, no catches whatsoever.

Note that the 30 day period ends exactly 30 days from the day on which account was originally activated (not the day the order was placed). This guarantee is VOID if your account violates our TOS or service agreement.

99.9% Uptime Guarantee

Backed by: Pro-Rated Service Credit*^†

You pay us so that your site will be online. When it's not online, you shouldn't have to pay. It's that simple.

We rarely have server issues that result in downtime, but on occasion, we will encounter a hardware or software issue that may cause a brief service interruption.

In all but the most urgent cases, we will send out an email notifying customers of maintenance that is to be performed. When notice is sent at least two hours prior to service interruption, the outage does not qualify for our uptime guarantee.

Service credits are calculated as follows (all times are stated in downtime per month):

Less than 45 minutes (100% - 99.9% uptime) -- No credit
45 minutes to 3 hours 30 minutes (99.9% - 99.5% uptime) -- 5% credit
3 hours 30 minutes to 7 hours 15 minutes (99.5% - 99% uptime) -- 10% credit
7 hours 15 minutes to 14 hours 30 minutes (99% - 98% uptime) -- 15% credit
14 hours 30 minutes to 1.5 days (98% - 95% uptime) -- 25% credit
Greater than 1.5 days (less than 95% uptime) -- 100% credit

Contact our billing department to request a service credit^† in accordance with our Site Availability Guarantee. Service credits issued for downtime are issued in the form of credits to your TIERRA Hosting account, and will be automatically applied to future invoices. Cash refunds will not be issued as a result of downtime. Site availability guarantee does not include downtime that is out of TIERRA's control, including but not limited to: upstream network outages, internet backbone congestion, outages caused by acts of god, and facility power failures. Account must also be in good standing and not in violation of our TOS or Acceptable Use policies.

Additional Notes (legal mumbo-jumbo that the guys in the suits make us say . . .)

* This does not include reimbursement for domain name registration, or any other external services purchased while under TIERRA; including design services. Make sure your files are backed up when you request cancellation, as accounts and account backups will be promptly terminated. Refunds for accounts with payment methods besides Credit Card, including wire transfers, checks, and money orders, may take an extended amount of time to process. After your 30 days are up, you cannot receive a full refund, but may cancel at any time.
^† In order to file for cancellation, refund or credit, please submit a copy of your activation letter to our billing department along with a request for cancellation/refund and the reason why. If you do not have a copy of your activation letter please include your: name, account login, password, domain name and last 4 digits of your account's credit card (if paying with a credit card) to our billing department. This procedure also applies for non-refund cancellations (those that occur outside of the 30 day window).

Questions?

If you have unanswered questions regarding our guarantees, don't hesitate to contact our sales team!

For more information, visit our Legal homepage.

Our Guarantee To You!