Service Level Agreement

30 Days Money Back Guarantee

You are entitled to claim our 30 day-money back guarantee providing you meet the following requirements:

  • You paid for the annual service of any of our Shared Hosting Plans.
  • You must claim the refund during the first 30 days of using our services.
  • You are subject to our Terms of Service.
  • If a domain name was included as part of the plan, the cost of this domain name will not be refundable.


    5 Days Money Back Guarantee

    You are entitled to claim our 5 day-money back guarantee providing you meet the following requirements:

  • You paid for the monthly service of any of our VPS Plans.
  • You must claim the refund during the first 5 days of using our services.
  • You are subject to our Terms of Service.

  • 99.9% Uptime Guarantee

    COVERAGE - This 99.9% uptime guarantee applies to any Customer in good financial standing with Infinitum Technology Co., Ltd. at the time of a service outage.

    SERVICE LEVEL AGREEMENT ("SLA") & SPECIFICATIONS - Infinitum Technology Co., Ltd. endeavors to have the content of YOUR website available for http access by any party in the world 100% of the time. Network downtime ("unavailability") is defined as 100% packet loss from Infinitum Technology Co., Ltd. to its backbone providers. Downtime is measured by a third party tool like uptimerobot.com sending a "ping" request every 5 minutes to our servers. The uptime is calculated using the past 30 days as reference.

    SHARED HOSTING CREDITS - In the event that YOUR website is unavailable for less than 99.9%, Infinitum Technology Co., Ltd. will credit the following month's service fee as follows:

  • 99.9% to 95% - YOUR account will be credited 25% of your monthly hosting fee.

  • 94.9% or below - YOUR account will be credited 50% of your monthly hosting fee.

  • Credit shall not be provided to YOU in the event that you have any outage resulting from:

  • Scheduled maintenance as posted from time to time at Infinitum Technology Co., Ltd.

  • Your behavior or the performance or failure of your equipment, facilities or applications.

  • Circumstances beyond Infinitum Technology Co., Ltd.'s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of interruption or delay in telecommunications or third party services, including DNS propagation, domain name registration/transfer, failure of third party software or hardware or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of your web site.

  • YOU breaking any agreement policy in Infinitum Technology Co., Ltd.'s "Terms of Service" causing a machine to fail as a result.


  • Billing

    At the moment we bill monthly, quarterly, semi-annually and annually, depending upon the service or product's plan.

    We accept online payments through our partners Stripe, Paypal, Alipay and WeChat. For money wire please contact us to provide bank details. Clients are encouraged to pay by credit card as it is the easiest way to handle payment at this time. Their are no contract periods but for each successive period, your contract is automatically renewed unless we are notified otherwise or you cancel the service from inside the Dashboard (client area).


    Backups

    Free backups are offered to shared hosting accounts (except for the lowest entry plan REGULAR) without any guarantee included. All backups are taken in a weekly basis and stored for up to 2 weeks on third party storage providers like Amazon or Aliyun. If you need help for to make a Backup Restoration we may charge a fee depending on the size of the Backup. For extra security is strongly recommend that all users keep a local backup in case of emergency.


    Late Payments

    All accounts are billed according to the dates they were first activated on. If you do not pay for service renewal within 2 days after due date, your account will be suspended. If you do not pay for service renewal within 30 days after due date, your account will be terminated. You will receive an email reminder before due date.

    Reactivation of services or domains after termination or suspension may incur in extra fees according to the service expired.