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Guarantees
1.
Price Freeze Guarantee
Welltodo Century Enterprise guarantees for as long as you are a
continuous client, in good financial standing, and you keep
renewing your contract for web hosting service, we guarantee
that you will be locked into paying today's web hosting prices
forever. This guarantee applies to all Welltodo Century
Enterprise shared web hosting accounts including reseller plans,
and E-Business packages.
2.
30 Day Money Back Guarantee
At Welltodo Century Enterprise customer satisfaction is our main
priority! Each of Welltodo Century Enterprise's services carries
a 30 day money back guarantee (except "Crazy Deals".) If you are
not completely satisfied with our services within the first 30
days of usage you will be given a full refund of the monthly
fees excluding setup fees, addons, overages, or Welltodo Century
Enterprise's DNR domain registration. Setup fee will be
retroactively charged if waived or discounted in the original
charge. Setup fees are only refundable if the account order is
canceled prior to activation. You must write to
billing@welltodocentury.com within the first 30 days
following activation. No refund is available after the 30th day.
All cancellations must be received through our web site as per
the deadlines indicated. Phone requests will not constitute
acceptance of any cancellation.
3.
Dedicated Server Next Day Setup Guarantee
(a) Coverage
Welltodo Century Enterprise's Next Day Setup Guarantee will only
apply to those standard, pre-configured Dedicated Servers. This
guarantee does not apply to non-standard configurations, such as
changing RAID levels, load balancing, clustering, custome
software installations, advanced solutions and other add-on
features. Custom, made-to-order and Crazy Deal Dedicated Servers
do not apply to this offer. Same Day Setup Guarantee does not
apply to orders received on the Weekends or National Holidays.
This offer applies only to the primary server, if the customer
is electing the 2 For 1 server offer. The secondary, or free
server, will be setup within 30 days from the day the primary
server is placed online.
(b) Guarantee
For those Covered Servers described in (a) above, Welltodo
Century Enterprise will Provision such servers by midnight MYT
on the next day of receiving a customer order, once such
customer order has been confirmed and any necessary credit
checks have been performed. 48 Hour Setup will mean that, for
those customer orders for Covered Servers received and confirmed
(including any necessary credit checks) by 5:30 p.m. Malaysian
Time (GMT +0800) during a Weekday, the Covered Server will be
Provisioned by 12:00 a.m. (midnight) Malaysian Time (GMT +0800)
the same day. Weekday will mean Monday through Friday, excluding
the following holidays: New Year's Day, Chinese New Year,
Independence Day, Labor Day, Hari Raya, Birthday of Yang
di-Pertuan Agong, and Christmas Day. Provision will mean that
Welltodo Century Enterprise has generated an E-mail to the
customer with the proper information to enable the customer to
send and receive information from and to the Covered Server.
(c) Credit
If Welltodo Century Enterprise is unable to meet the Next Day
Setup Guarantee as described in section titled "Dedicated Server
Next Day Setup Guarantee", Welltodo Century Enterprise will
issue a credit or refund of One Hundred Ringgit (RM100.00) of
the Set-up fee described for the Covered Server. Such credit may
be applied to future months service fees in Welltodo Century
Enterprise's discretion.
(d) Restrictions
Credits will not be provided to you in the event that you do not
have your Covered Server Provisioned the Same Weekday resulting
from (i) your behavior or the performance or failure of your
equipment, facilities or applications, or (ii) circumstances
beyond Welltodo Century Enterprise's reasonable control,
including, without limitation, acts of any governmental body,
war, insurrection, sabotage, embargo, fire, flood, strike or
other labor disturbance, interruption of or delay in
transportation, unavailability of interruption or delay in
telecommunications or third party services ( including DNS
propagation), failure of third party software or hardware or
inability to obtain raw materials, supplies, or power used in or
equipment needed for provision of your Web site.
Service
Level Agreements (SLA)
Welltodo Century Enterprise provides Internet World Wide Web
page hosting, Marketing, and
Development. Welltodo Century Enterprise endeavors to have the
content of your Web site
available and to meet certain guarantees posted at
www.welltodocentury.com. This
Service Level Agreement ("SLA") outlines those agreements and
guarantees. Welltodo Century Enterprise retains sole
discretionary power when determining
if a guarantee has not been met.
99% Uptime Guarantee
(1.) Coverage
This 99% uptime guarantee applies to any Welltodo Century
Enterprise client in good
financial standing with Welltodo Century Enterprise at the time
of a service outage.
(2.) Service Level Agreement & Specifications
Welltodo Century Enterprise endeavors to have the content of
your web site available for
http access by any party in the world 99% of the time. Network
downtime
(unavailability) is defined as 100% packet loss from Welltodo
Century Enterprise to its
backbone providers. Downtime is measured past 10 minutes after
notification of network failure via Welltodo Century
Enterprise's online ticketing system or via email.
If the ticketing system itself is unreachable, the ticket must
be
started by calling the Welltodo Century Enterprise. Welltodo
Century Enterprise's administrators will
determine the end of the downtime by a trace-route to the
customer's
machine from outside the Welltodo Century Enterprise network.
(3.) Credits
a. Shared Hosting - In the event that your web site is not
available for
99%, Welltodo Century Enterprise will credit the following
month's service fee as follows.
For any shared hosting client, such credit shall be retroactive
and
shall be as calculated below and as measured 24 hours a day in a
calendar month, with the maximum credit not to exceed
one-hundred (100) percent
of the monthly service charge for the affected month.
Monthly Uptime Credit
94% to 98.9% 10%
89% to 93.9% 20%
88.9% or below 100%
In order for you to receive a credit on your account, you must
request
such credit within seven (7) days after you experienced the down
time.
You must request credit by emailing billing@welltodocentury.com.
Credits will usually
be applied within sixty (60) days of your credit request. Credit
to your
account shall be your sole and exclusive remedy in the event of
an
outage.
(4.) Restrictions
Customer shall not receive any credits under this SLA in
connection with
any failure or deficiency of Web Site Availability caused by or
associated
with:
a. circumstances beyond Welltodo Century Enterprise's reasonable
control, including,
without limitation, acts of any governmental body, war,
insurrection,
sabotage, armed conflict, embargo, fire, flood, strike or other
labor
disturbance, interruption of or delay in transportation,
unavailability
of or interruption or delay in telecommunications or third party
services,
virus attacks or hackers, failure of third party software
(including,
without limitation, ecommerce software, payment gateways, chat,
statistics or free scripts) or inability to obtain raw
materials, supplies, or
power used in or equipment needed for provision of this SLA;
b. failure of access circuits to the Welltodo Century Enterprise
Network, unless such
failure is caused solely by Welltodo Century Enterprise;
c. scheduled maintenance and emergency maintenance and upgrades;
d. DNS issues outside the direct control of Welltodo Century
Enterprise;
e. issues with FTP. POP, IMAP, or SMTP customer access;
f. false SLA breaches reported as a result of outages or errors
of
any Welltodo Century Enterprise measurement system;
g. customer's acts or omissions (or acts or omissions of others
engaged or authorized by customer), including, without
limitation,
custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc),
any negligence,
willful misconduct, or use of the Services in breach of Welltodo
Century Enterprise's Terms
and Conditions and Acceptable Use Policy;
h. e-mail or webmail delivery and transmission;
i. DNS (Domain Name Server) Propagation.
j. outages elsewhere on the Internet that hinder access to your
account. Welltodo Century Enterprise is not responsible for
browser or DNS caching that may
make your site appear inaccessible when others can still access
it. Welltodo
Century Enterprise will guarantee only those areas considered
under the control of
Welltodo Century Enterprise: Welltodo Century Enterprise server
links to the Internet, Welltodo
Century Enterprise's routers, and Welltodo Century Enterprise's
servers.
Latency Guarantee
Welltodo Century Enterprise's goal is to keep Average Round-Trip
Latency on the Welltodo Century Enterprise
Network to 85 milliseconds or less. "Average Round-Trip
Latency", with
respect to a given month, means the average time required for
round-trip
packet transfers between Selected POPs on the Welltodo Century
Enterprise Network during
such month, as measured by Welltodo Century Enterprise. If
Average Round-Trip Latency on
the Welltodo Century Enterprise Network for a calendar month
exceeds 85 milliseconds, then
upon Customer's request (in accordance with the procedure set
forth
below), Welltodo Century Enterprise will issue a credit to
Customer equal to and not to
exceed in any calendar month one day's worth of the Access Fee
(as
defined below) paid by Customer for such month.
Packet Loss Guarantee
Welltodo Century Enterprise's goal is to keep Average Packet
Loss on the Welltodo Century Enterprise Network
to 3% or less. "Average Packet Loss", with respect to a given
month,
means the average percentage of IP packets transmitted on the
Welltodo Century Enterprise
Network during such month that are not successfully delivered,
as
measured by Welltodo Century Enterprise. If Average Packet Loss
exceeds 3% during a
calendar month, then upon Customer's request (in accordance with
the
procedure set forth below), Welltodo Century Enterprise will
issue a credit to Customer
equal to and not to exceed in any calendar month one day's worth
of the Access Fee (as defined below) paid by Customer for such month.
The terms of this SLA relating to Average Round-Trip Latency and
Average
Packet Loss will take effect the first full calendar month after
Customer's first use of the Welltodo Century Enterprise Network.
Access Fee Definitions
For dedicated/colocation/managed hosting Customers, the Access
Fee
consists solely of the base monthly fee paid by Customer for
standard
server packages, including the use of the server, the use of
electricity
to the extent provided to the Customer without additional
charge, and up
to the amount of data transfer allowed each month without
additional
charge. The Access Fee for purposes of the SLA credit excludes
all other
fees which might be charged to the Customer, including, without
limitation, charges relating to managed services, incremental
bandwidth
usage and fees for electricity, extra IP addresses, RAM, or hard
drives
beyond that which is available without additional charge under Welltodo
Century Enterprise's standard rates. This list of potentially excluded fees is
offered
solely for purposes of illustration and not by way of
limitation.
The Access Fee for all other Customers is the base monthly
access fee
paid by Customer for use of the applicable Welltodo Century
Enterprise service at the
amount of data transfer allowed each month without additional
charge,
excluding set-up fees, fees for additional services, and for
server and
other types of options. Such excluded fees will vary by the type
of
applicable service, and could consist of fees for local loop,
extra
and/or burstable bandwidth, add-on components, extra IP
addresses,
hourly support charges, electricity when an additional fee is
charge for
such an item, and managed services. This list of potentially
excluded
fees is offered solely for purposes of illustration and not by
way of
limitation.
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