About Us

SERVICE GUARANTEE
HOLD US TO OUR WORD!

Digital Pacific was started in the year 2000 and since then we have grown to become one of Australia’s leading hosting and managed service companies that support over 50,000 businesses worldwide. This growth would not have been possible without the trust we gained from our customers, this trust comes to us when a customer knows we will be there 24/7 365 to give speedy responses at critical times and that our service will operate as expected. We believe in our philosophy so much we have created guarantees to support them.


MONEY BACK GUARANTEE

100% Money Back Satisfaction Guarantee – Hosting

In order to provide a confident and satisfied environment for our customers we offer a full 30 day money back guarantee. At Digital Pacific we are confident in our state of the art hardware, solid customer support and competitive prices that expectations will be met, however should any of our customers wish to cancel their service within their first 30 days of use we will provide a full refund on the cost associated with the service. No paperwork to complete and no catches.

30 Day Money Back Guarantee

A 30 day money back satisfaction guarantee applies to the following services:

  • Shared Web Hosting (Personal and Business)
  • Reseller Web Hosting


100% Money Back Satisfaction Guarantee – Dedicated Servers, Cloud and VPS


30 Day Money Back Guarantee

A 10 day money back guarantee applies to the following services:

  • Dedicated Servers (Does not include setup fees or custom solutions)
  • VPS Hosting
  • Cloud Hosting

Please Note: Due to the nature of the products, the money back guarantee does not apply to SSL certificates, domain name registrations, transfers or renewals, or any add-ons related to dedicated servers, VPS or cloud products such as monthly management, RAM upgrades, CPU upgrades, it only applies to a base product. The money back period starts when the service has first become active which includes free trial periods. An example of where a 30 day money back guarantee does not warrant a refund is where a customer signs up for a service with a 30 day free trial then pays for the second month and want’s his or her money back after the first 30 days of paying for the service.

Please contact our billing team to request a refund under our Money Back Guarantee. Refunds are not applied automatically to an account and must be requested within 30 days of account cancellation.

UPTIME GUARANTEES

If your service is not operational for the guaranteed amount of time we will apply a pro-rated credit to your account on request to our billing team.

99.99% uptime Dedicated / VPS / Cloud

SLA Guarantee
  • Less than 5 minutes (100% – 99.99% uptime): Zero Credit
  • 5 minutes to 22 minutes (99.99% – 99.95% uptime): 5% credit
  • 22 minutes to 43 minutes (99.95% – 99.9% uptime): 10% credit
  • 43 minutes to 1 hour 26 minutes (99.9% – 99.8% uptime): 15% credit
  • 1 hours 26 minutes to 3 hours 36 minutes (99.8% – 99.5% uptime): 25% credit
  • Greater than 3 hours 36 minutes (less than 99.5% uptime): 100% credit

This applies to the following services.

  • Managed Dedicated Servers*
  • VPS
  • Cloud

* Please Note: that this only applies to the hardware and network SLA. This does not apply to Self-Managed Dedicated Servers, Self-Managed VPS or Self-Managed Cloud Services. This only covers outages that relate to our network or hardware faults that are in our control. Any hardware or network related faults outside of our control are not covered in the guarantee. Any credit applied is based on the monthly subscription value for the affected service.

Please contact our billing team to request credits under our SLA. Credits are not applied automatically to an account and must be requested within 30 days of any incident.

99.9% uptime Web Hosting

SLA Guarantee
  • Less than 45 minutes (100% – 99.9% uptime): Zero Credit
  • 45 minutes to 3 hours 36 minutes (99.9% – 99.5% uptime): 5% credit
  • 3 hours 36 minutes to 7 hours 12 minutes (99.5% – 99% uptime): 10% credit
  • 7 hours 12 minutes to 14 hours 24 minutes (99% – 98% uptime): 15% credit
  • 14 hours 24 minutes to 1 day 12 hours (98% – 95% uptime): 25% credit
  • Greater than 1 day 12 hours (less than 95% uptime): 100% credit

This applies to the following services.

  • Shared Web Hosting (Personal and Business)
  • Reseller Web Hosting

Please Note: that credits are issued to your billing account and are not cash refunds. These refunds only apply to services within Digital Pacific’s control and does not include outages caused by other vendors such as network outages or power failures at any of our data centres. The account must not have any overdue accounts. These credits will be applied to your account for future invoices starting in the next billing cycle for your service. We will not apply credits for existing invoices that are outstanding. Any credit applied is based on the monthly subscription value for the affected service.

Please contact our billing team to request credits under our SLA. Credits are not applied automatically to an account and must be requested within 30 days of any incident.

SUPPORT GUARANTEE

3 HOUR SUPPORT RESPONSE GUARANTEE

Support Guarantee

In most cases tickets are the preferred way to contact us as there is a lot more information available than can be communicated in a phone call. Whilst all of our emails or tickets are responded to within 10 minutes, there may be some times where the response may take longer due to staff being sick and other situations out of our control. We guarantee that you will never have to wait more than 3 hours for a technical support response. All emails or tickets receive priority attention by our support engineers.

Any urgent issues that result in downtime to the day to day operations of your business will receive the highest quality attention.

What happens if we fail to deliver?
If we fail to deliver on our support guarantee we will credit your account with 50% of your monthly service fee for which you are requesting support for. (There is a maximum of $100 that can be applied)

This guarantee applies to the initial response time only and not subsequent replies. It only applies to the technical support help desk and is not applicable to issues raised with other support channels such as sales and billing. The guarantee does not mean we will resolve your issue within 3 hours, however a reply from a Digital Pacific staff member will be sent within 3 hours of your initial submission being received.

* Any customer who has received a refund in the past, or has been a customer in the past 90 days is not eligible for any Money Back Guarantees.



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