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The company ManageMyBox refers to all accounts under the ManageMyBox name. If
service was ordered specifically from managemybox.com this agreement applies to
customer. This document is designed to provide specific information about
service and terms accepted on service sign-up. This agreement is displayed on
customer order and sign-up pages and requires customer to show their acceptance
by a tick box on the form, if customer does not agree they should not continue
with the order.
24/7 QuickSUPPORT
We will attempt to answer any questions sent to our support department as soon
as we possibly can.
6 Hour Response Guarantee
This applies to any technical support request. This response guarantee does not
apply to Customer services, Sales, Abuse, Accounts or Accounting. If it is not
something which we can fix within an hour we will respond giving you a reason
and an estimated time of resolution on your issue.
For each hour that we miss the 6 hour response guarantee we will credit you with
$1
1Hour+ = $1 Credit
2Hour+ = $2 Credit
Account credits will be issued in the form of a credit towards the next month of
service. Six (6) hour response guarantee is only applicable if issue has been
submitted via Customer Control Center and has been sent directly to the
Technical Support department.
This guarantee does not apply to US/UK public holidays where there are less
staff available.
12 Hour Personal Resolution Guarantee
This applies to any technical support request. This response guarantee does not
apply to Customer services, Sales, Abuse, Accounts or Accounting.
This guarantee is void if we require a response from the customer in order to
further work on resolving the problem. If customer does not respond within or
close to the 12 hour timeframe the guarantee will be void and no credit issued.
If we miss the 12 hour guarantee for any reason will issue you with a $2 credit.
Account credits will be issued in the form of a credit towards the next month of
service. This is a fixed credit and does not change for any reason.
This guarantee does not apply to US/UK public holidays where there are less
staff available.
99.9% Server/Network Uptime Guarantee
Servers can crash for any number of reasons and therefore we can only guarantee
99.9% network uptime for your server. Uptime includes the time you can access
our network without being able to access your particular server. Uptime and
downtime will be monitored by us using third-party services which regularly ping
our network routers and switches. Account credits will be issued in the form of
either cash, a partial refund for that particular month, extra services or a
credit towards the next month of service. ManageMyBox may decide which to give
under the circumstances since each credit claim will be handled on a case by
case basis. If you feel your server has been down due to a network fault we ask
you submit your monitor logs to us in a support issue via our CCC and our
Accounting department will then check our logs against your logs and offer you a
credit if it is due. Uptime is tracked over a course of 1 month and will not be
issued until the end of that particular month or beginning of the next month.
ManageMyBox reserves the right not to offer a credit under any circumstances for
any reason.
Unique Customer Control Center
Our customer control center has been created from the ground up, it is not an
off-the-shelf software package, it is a set of scripts created by the
development team at ManageMyBox and we can therefore guarantee that it is unique
to our company since it has not and will not be sold to any other company.
Questions & Comments
Any comments or questions regarding our service level guarantees should be sent
to customers@managemyservices.com
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