Service Level Agreement (SLA)
Our goal is to provide fast, comprehensive troubleshooting and resolution for any issues that you have with
your server(s). Our engineers have extensive training and hands-on experience with a wide range of hardware,
operating systems, and server software applications. BSS will make every attempt to resolve support for any
issue that you may encounter; however we can only guarantee resolution for issues which we have security,
experience and/or training for. These items are listed below.
Access to Servers
BSS requires administrative access to your server(s) in order to provide services to you, as well as access
to hardware maintenance and technical support personnel that the data center should provide. If proper
information is not provided/accessible to BestServerSupport, we can not be responsible for any delays in
your server whatsoever.
Covered Issues
Operating System will be installed with the latest stable updates/patches, manual updates, security
patching, security configurations, OS reinstall, and troubleshooting of system errors. OS reinstall will
incur a fee of $75 to $150 depending on OS unless they are due to faulty hardware. BSS will provide support
for WHM/cPanel, Virtuozzo/Plesk, SolidCP and all supported Control Panels in our servers.
Software
Considering the number of available software applications on the internet today, it is simply not possible
to know them all. While our engineers are very good at researching issues for unsupported software, we
cannot guarantee a resolution for issues with any software other than what is actively provided, such as:
IIS, Mail Server (Ex: Mailenable, MDaemon, Exim), MySQL, MsSQL, PHP, Apache, LiteSpeed Web Server, FTP
Servers, CSF Firewall, 3rd Party plugins, etc. If it's "not" list on our site, please open a Ticket in our
Helpdesk and we'll check it. If we can't solve it, we will contact the software's developer.
Non-Covered Issues
BSS will not provide technical support or troubleshooting for any custom software applications. If you
have custom coded software installed on your server, it will be your responsibility to install, maintain,
and troubleshoot it unless a custom service contract has been arranged with BSS. BSS will not be
responsible for any software you attempt to install on your server. If you need troubleshooting
assistance, please open a ticket in our Helpdesk and we'll be glad to help. When we say "Server
Management" this means we will manage server issues and problems so your server running fine and
individual application, as this would be impossible to do.
If support requests is beyond the scope of "Server Management" it will not be covered. Beyond "normal"
means any support request from you that would not normally be done on your machine or third party
extensions.
Other
BSS also provides support for WHMCS, Billing/DNS/Server Migrations, Security Audits, Load Balancing, and
other add-on services which are available for purchase. WHMCS/HostBill Setup/Install/Config include 3rd
party software support, if execution is made by BSS.
Exceptions
BSS will make available all of our technical resources to support your server(s). However, it is your
responsibility to make basic, attempt to resolve basic issues (e.g. adding websites & email accounts through
a Control Panel, rebooting your server, patching OS). Removing custom application install etc. BSS reserves
the right to determine how much support we will provide, if customer abuses our support policies, causing a
degraded level of support for other customers due to the frequency and nature of their requests. BSS may
require to use the user developer custom level of priority for support queue list or require payment to
troubleshoot specific issues.
Response & Resolution Time
We guarantee a response time and resolution time limit on each ticket, which will apply to all "normal"
Server Management tickets (e.g. Operating System/Control Panel/Mail Server/Database/Network issues). Beyond
the scope of "normal" Server Management will not be covered. Beyond "normal" means any support request from
you that would not normally be done on your machine, OS, Control Panel, etc.
Per Ticket Support
If current monthly ticket allotment is exceeded, we may request you to purchase additional tickets. Monthly
tickets do not roll over to next month if unused. A new ticket limit will be added after each billing
anniversary date on the base of current plan or you can purchase additional support plan details as
described in your billing portal. In our VPS Host plans, you get additional VPS Admin/Client support
options, you must check plan details.
Live Chat Service
All chat operators are trained according to our internal rules and customer communication guide, as well as
the information in our site – listings, details, articles, etc. Which is update, modified, and/or revised by
BSS. Since our business is constantly changes, our site also updates. Please keep check on changes and
updates. It is a continuous learning process. We also respect client feedback on the required information,
improvements should be done.
Levels of Service
Level 1 - Only simple initial response without technical access to systems.
Level 2 - This is for intermediate support assistance request: server admin or performing
support operations like account migration, control panels updates, troubleshooting of service failures
(Ex: Mail or Apache/IIS issues). Basic network configurations, client support, user panel setups, etc. Our
senior tech handle it.
Level 3 - This is an advance level support which requires senior systems engineers to
resolve complex issues and provide analytical solutions. Critical vulnerability patches, performance
tuning of servers, custom configs, control panel migrations, complex 3rd party software installations,
etc.
TOS Scope
All services provided by BSS may be used for lawful purposes only. The client agrees to indemnify and hold
harmless BSS from any claims resulting from the use of our services which damages the client or any other
party. Our decision will be the sole factor in determining violation of this provision. Also prohibited is
content that promotes illegal activity or present content that may be damaging to BSS.
Liability Limitations
BSS is not liable for any direct, indirect, incidental, special, consequential, or exemplary damages,
including, but not limited to, damages for loss of profits, goodwill, use, data, or other intangible losses
(even if BSS has been advised of the possibility of such damages), resulting from the use of our services or
failure of server OS, hardware, databases, or service interruptions.
Billing Cycle
All recurring plans are based on the day that you signed up for service initially – the client will receive
an invoice every month approximately three days prior to the day that account was created. All payments are
made via PayPal/Credit Card or options listed in billing portal to avoid service interruption.
Prices
Prices are subject to change without notice. However, your price will remain secure for as long as you
signed up, during your contract period.
Cancellation of Service
You may cancel the agreement at any time by providing us with written authorization to cancel service by
sending a cancellation notice to our Help Desk, client portal, or by sending mail to our billing
department. When a cancellation request is received, BSS will verify the request with the client. BSS will
verify identity and confirm cancellation request. This means that your support will continue for the full
month for which you paid. Once cancelled, your service will remain active until the end of the billing
period. When cancellation request is received by the cancellation department, the Help Desk or Billing
members will not continue to issue recurring billing. If cancellation request is made to the billing
department, your account will be terminated and removed from our servers. We will then send a confirmation
notice. If we do not receive cancellation request within 72 hours to make arrangements for payment, your
account will be suspended without additional notice, and sent to collections. Tel: +91 89050 09966.
NOTE: Not Cancelling Through Our Ticketing System, Or Canceling Your Paypal Subscription, Or Moving Your
Service Elsewhere, Is NOT A Valid Method Of Cancellation...
Billing & Refund Policy
Except as specified elsewhere in this Agreement, all payments to BSS are final and non-refundable. This
includes the setup fee and all subsequent charges. For registration of blogs, refunds will be made where
they are legally required, or we may choose to refund at our discretion. If you believe you have been
overcharged, please contact billing department to clear up any issue. To avoid billing issues, you must
inform us in writing at least 8 days prior to any renewal date. If you signed up for service, and you fail
to make payment without informing us in advance of 8 days, your monthly recurring service will remain active
on our billing system. In addition, if you are constantly late, our automated system will apply late fees on
the 5th day invoice is not paid.
Bank Assisted Disputes
Chargedbacks, payment dispute or payment reversals: initiation of any complaint or bank assisted
dispute/chargeback against BSS constitutes a breach of this Agreement. A "Complaint" or "Chargeback" shall
be defined as initiating any formal complaint or chargeback with PayPal, your credit card issuer, or bank.
Upon receipt of a complaint or chargeback, BSS reserves the right to suspend or terminate all services
provided to the customer if we do not hear from you within seventy-two hours. If the charges are
significant, BSS will immediately cancel and terminate all services provided. The service that is being
disputed, there will be an automatic minimum $50 chargeback fee added to your account. We will then initiate
proceedings with our collection agency to collect and recover the total amount for services, chargeback
fees, collection agency commissions: the customer agrees to pay a "Collection Fee" of not more than $500.00
USD in addition to the total of charged back amount, late fees, and collections.
Service Interruptions
BSS shall not be responsible for any delay or failure in performance, where the delay or failure results
from causes beyond the control of BSS. This includes but not limited to "Act of God", riots, acts of war,
fire, theft, power failure, mechanical, electronic, or communications failure or other disasters.
Client Privacy
At no time will any client's confidential data be shared, made public, or used in any manner other than what
is intended and necessary to do the job. Please rest assured that all of your sensitive data is safely
protected and in good hands when you use BSS. Please refer to our Privacy Policy for more details.
Jurisdiction
This contract and agreement shall be governed and construed in accordance with the Indian constitution, and
Rajkot, Gujarat, India will be the sole jurisdiction.
Modifications to this Agreement
We reserve the right to change this Agreement at any time, in whole or in part. If you do not agree with the
updated agreement, you will be free to cancel service. If the end of your current billing period, you reject
the updated agreement and notify us within seven days of being notified of the update. If you do not notify
us within seven days of being notified of the update, you agree to be bound by the updated terms. You
acknowledge that any changes or modifications shall become binding immediately upon document publication.
