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Service Level Agreement

General SLA

Because each location has very different realities in terms of networking, hours and staffing policies, with their own SLA's, it is not possible to provide a flat reimbursement rate that is identical everywhere. Review our Service Level Agreement for each location.

Reseller Plans

Our reseller plans are available under a few conditions, the main of which being to own 5 active servers or more in the same location or region. Once again, because each location has very different realities in terms of networking, bandwidth and hardware costs, it is not possible to provide a flat rate that is identical everywhere. For this reason, customers who wish to benefit from the reseller rebate must contact a Sales agent via our support system, after already having purchased 5+ servers. You may also make a general Sales inquiry here.

Refund Policy

We reserve the final decision on refunds, based on the situation and reason for cancellation. The general rule is, if there is an issue on your server, our staff will dedicate themselves to fixing it. Any delays that prevent you from using your server will be credited, and issues that we are simply unable to solve will be refunded. It is important to note that refund requests based on information that was included in the terms of service or clearly available on our website will always be refused. The best example of this is if you have purchased a server that is geo-located and needed a server that is physically available. Please issue a request to our support staff before making such a purchase, if you are unsure.


General Refund guidelines

We will not refund or credit under the following circumstances:
-Geo-location or mistake in location
-Failing to ask a question on the nature of our services, or a particular spec or configuration.
-Account termination or suspension due to non-following of our Terms of Service.
-Account termination or suspension due to any kind of illegal activity.
-Changing your mind!

Server Delivery Times

Servers are usually delivered between 1-3 business days from payment confirmation*. Some locations may take a little longer, particularly with Tier 3-5 locations.*
The day of your payment does not count as a business day.
*A payment is considered confirmed once fraud check has been passed successfully. Most of the time this is done instantly. We reserve the right to request proof of identity if we receive indication from one of our payment processors that a transaction appears to be fraudulent before proceeding with server delivery. This process is by-passed for returning customers after one successful payment.

Phone and ticket support hours

You may leave a message to both the phone and ticket support systems 24/7, 365 days, however our active time are as follows:
Phone: 10am to 6pm Eastern Atlantic Time (GMT -5), Mon-Fri
Ticket: 6am to 10pm Eastern Atlantic Time (GMT -5), Mon-Sun

-Our head office for support is located in Montreal, Canada. Our international phone numbers are not located in those countries, and are simply a local number that allows customers from our most popular locations to contact us by phone and avoid international charges.
-While we do offer phone support, we have more staff responding to tickets than phone calls and encourage you to use that system for faster and more detailed answers.
Generally, technical support requests should be addressed to the e-mail/ticket system, as most of the phone staff are essentially on the Sales team and will have limited knowledge on technical issues, redirecting you to the ticket system in the end.
-Note that our staff is limited during the week-end and Holidays. Answers will still be made in order of arrival, but may take a little longer to process, depending on the amount of requests received.
-For faster, around the clock support, you may want to subscribe to one of our advanced support plans.

Ticket support ETA's

The ticket system is enabled 24/7. This does not mean that you will receive an immediate response. Tickets are treated in order of arrival and of latest answer. This means that frequently "bumping" your ticket by repeated queries will potentially slow down your response time. Please note that tickets are not to be seen as live chat, and immediate responses are very rare. Our support staff is most active during the above hours, but we will frequently extend those hours when the need arises.


Re-installation Fees

Unless your server comes with one of our management consoles (limited to certain European locations), an OS re-installation fee of $25 will be charged at our discretion.


Where is the app?

After an initial beta release of our server management app, we have decided to remove it from the app store. Our development team is currently working hard on improvements to the OneCloud and OnePanel systems, which will eventually be reflected onto the app. Once we have released these crucial updates, work on the app will resume. A mass announcement will be made on our support panel and social medias once it is ready!

Licenses and panels

When you purchase a server from OneProvider, you have the option of choosing a Linux or Windows install, as well as multitude of control panels. Some of these add-ons have a cost attached to them, while others don't. As a general rule:
-If you are opting for a Linux distribution, there are no OS costs whatsoever. Any costs incurred are for extra panels, which will then come with an activated license.
-If you are opting for a Windows OS, you are paying for the Windows License. Any control panels you select will usually come unlicensed, and you must obtain said licenses directly from the panel publisher.

Bandwidth Overusage for OneCloud™

Each OneCloud plan comes with a predetermined amount of allowed traffic. Starting February 1st 2016, bandwidth overusage will be billed at the following rates:

As a general rule:
-The following locations will be billed at $0.02/GB.

-The following locations will be billed at $0.10/GB.

You will be sent usage notifications at 50%, 75% and 90%, as well as every day of overusage (100% and more). To avoid those charges, please make sure to upgrade your VM plan before your VM's renewal date. Once an invoice is generated for bandwidth overusage, it must be paid within 48hours.

If you migrate your VM in the middle of the month, your traffic usage will be pro-rated at the above rates. For example, if 55% of your total bandwidth is used in one of the $0.02 locations, and 45% is used in one of the $0.10 locations, 55% of total overusage amount will be charged at $0.02, and 45% will be charged at $0.10.

OneCloud™ Suspension Process
We reserve the right to suspend, or terminate all your OneCloud plans if overdue bandwidth invoices are not paid.
Suspension of your concerned VMs will typically occur within the 48hours following your overusage bill due date. (Your overusage bill due date is always the 4th of the month*).
The entire process goes as such:
-Your OneCloud plans are due on the 1st of each month.* This invoice will be issued 2 weeks ahead, around the 15th of each month. The process outlined below is separate and should not be confused with your usual, monthly renewal invoice.

-On the 1st of each month, a second invoice will be created for any bandwidth overusage that occurred in the previous month. This invoice is due within 72hours (due date is the 4th*)
-On the 4th of each month, at 06:00 (GMT-5) - 72 hours later, all unpaid invoices for OneCloud bandwidth overusage are considered late and require immediate payment to avoid suspension.
-On the 5th of each month, at 00:00 (GMT-5) - 17 hours later,any unpaid overusage invoice will incur a 5% late fee.
-On the 6th of each month, at 07:00 (GMT-5) - 31 hours later, any unpaid overusage invoice will cause the concerned VMs to be automatically suspended, regardless of whether the VM's renewal invoice has been paid.
-On the 8th of each month, at 06:00 (GMT-5) - 48 hours later, all VMs on your account will be suspended if you have failed to pay all due overusage bills. At this point, you must open a support ticket in order to get your services re-enabled.
-On the 10th of each month, at 06:00 (GMT-5) - 48 hours later, your entire account may be at risk of termination, and any active services may be terminated if any bandwidth overusage remain unpaid. OneProvider will refuse any further business from you until all due invoices are paid.

Please note that you may not purchase new services from OneProvider while overusage invoices are due.



Last revision date: January 5th 2016

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