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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 $60 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@ilonhosting.com 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@ilonhosting.com 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.ilonhosting.com/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% Privacy Policy Please see our privacy policy at http://www.ilonhosting.com/support/privacy.php
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