No Refund for Server Outage

[eTech]

Recently the reseller server Demetrius was down for almost 2 consecutive days causing embarrassment/loss of business for us as well as to our clients. (Maintenance -- demetrius.nocdirect.com)

Now when I asked Jaguar support to forgo this month's charges in lieu of the server outage I got this reply:

"Unfortunetly, we do not offer any refunds due to outages on equipment. We only offer a 100% uptime SLA on our network. Sicne there was no issue with our network, we cannot authorize it." (ticket id#13435158)

It means even if our websites are down for any number of days due to your equipment outage we're not covered by your warranty.

Around 2 years ago when the same happened and the server was down for almost 3 days we were issued a prompt refund.

I'm not into a debate here, you might have lost 1 old customer to the competition.

Bye...

[Ron]

Contact Greg directly. He'll take care of you.

[JPC-Jim]

The CSR rep who replied to the ticket is new. I have added the credit as requested to your account. We will do some further training with this Rep and the other new staff.

[JPC-Sabrina]

Thanks for bringing this to our attention eTech. We sincerely value our clients. Our customer service department is beefing up for our growth. If a response seems out of character or off base then we will do what we need to do in order to correct it. Thanks for being a loyal client.