Billing Policy
Accounts are due on the day invoiced. Failure
to pay will result in your account suspended/canceled without
further notice. A late fee of $10 will be applied to your account
after 15 days and your account will be shutdown after 30 days.
Billing notices will be sent only to the billing email address
listed in your billing profile when you signed up. It is the customer
responsibility to notify Bizwala of changes in billing information
including credit card number expiration dates.
Backup Policy
Backups are for disaster recovery only. We
can not restore individual files and/or directories from our backups
easily. We will impose a fee of $65 per hour if a restore is absolutely
needed. Please always keep backup your sites to your local hard
disk. We provide weekly backups on VPS/Dedicated and Shared Hosting
Accounts with 1 week retention. We offer a managed backup service
if you need a more robust solution. Please see the services
page for more information.
Cancellation Policy
Cancellations after the first 45 days require
a 30 day notice and must be in writing. Billing for the next billing
period after cancellation will be prorated. There are no refunds
for unused service on monthly accounts. Advanced payments will
be refunded prorated at the normal monthly rate for the account.
Preferred method of cancellation requests is
emailing billing@bizwala.net with your account
number, billing information and last 4 digits of your credit card
on file. Emailing to any other address does not ensure your cancellation
will be processed. We will respond within 48 hours to your cancellation
request.
Bizwala Hosting may cancel an account for any
reason without notice.
Service/Support Policy
Bizwala Hosting provides 24/7 support. Email
is the primary and preferred support method. We make best effort
to respond to your request within 2 hours and resolve your issue
within 24 hours. Some technical issues require more time to resolve.
We limit our support to our areas of expertise and do not guarantee
a solution to all requests. We do not offer support for HTML/CGI/PHP/MySQL
web application programming or applications not written by us.
You may email support@bizwala.net
or use our help
desk to request support. Please check our support
forums and knowledge
base before requesting support as your question may have already
been answered. Support resources are located at http://www.bizwala.net/support/
Telephone support is limited to emergency issues
and will be handled in the order received. We encourage you to
email support with a detailed description of your problem before
making a call.
Support requests should include your name,
email address, account number, domain name or server name and
a description of the issue. Failure to provide important information
that will assist us in finding your account may result in delayed
support response.
Uptime Guarantee Policy
We strive to provide only the best possible
service. Uptime is divided into two categories; server uptime
and network uptime. This guarantee does not apply to planned maintenance
or downtime incurred by planned maintenance.
Bizwala Hosting will add two additional days
of service to the end of your billing period for each hour of
downtime.
Server Uptime guarantee is 99.9%
Server Uptime is defined as the length of time
the server your account is hosted with is unavailable. We measure
network availability with a ping. It does not include individual
services such as smpt/pop/imap/httpd
Network Uptime guarantee is 99.9%
Network Uptime is defined as the length of
time our primary network is avaliable and connected the primary
network gateway. So far the last 28 months our network uptime
is at 100%
Credits for Bizwala's failure to maintain these guarantees must
be requested in writing to support@bizwala.net
Privacy Policy
Please see our
privacy policy at http://www.bizwala.net/support/privacy.php
