99.9% Uptime Guarantee

If your site isn't available 99.9% of the time within a given month, we will give you a pro-rated credit for the time.

While we rarely have server issues that result in downtime, we admit that it short lapses in service can happen. When they do, you shouldn't have to pay. Which is why we drafted our unique 99.9% Uptime Guarantee. Many hosts offer "uptime guarantees" but make no mention of what happens if they don't meet their posted uptime figure. We stand behind our network reliability by offering you a pro-rated credit for any downtime outside of our 99.9% window.

Please note that this guarantee applies only to unscheduled outages. Occasional planned server/network maintenance is not counted. In all but the most urgent cases, we will send out an email notifying customers of maintenance that is to be performed. When notice is sent at least two hours prior to service interruption, the outage does not qualify for our uptime guarantee.

You can contact our billing department to request a service credit in accordance with our Site Availability Guarantee.

Notes: Service credits issued for downtime are issued in the form of credits to your INNO WORKSHOP account, and will be applied to future invoices. Cash refunds will not be issued as a result of downtime. Site availability guarantee does not include downtime that is out of INNO WORKSHOP's control, including but not limited to: upstream network outages, internet backbone congestion, outages caused by acts of god, and facility power failures. Account must also be in good standing & not in violation of our Terms of Service or Acceptable Use policies.

24-Hour Support Response Guarantee

If you don't hear back from our team member within 24 hours, we will credit your account.

Any support request that is submitted through our specified support channels is guaranteed to receive a response within 24 hours. Please note that this does not mean that our average response takes 24 hours (it is, on average, usually within minutes.) If a response is not given within 24 hours, a $1 credit can be requested per ticket. Contact our billing department to request a service credit.

Notes: Support response guarantee does not include billing, sales, and abuse emails. Support response guarantee does not guarantee resolution within 24 hours, merely a response from a human (non-automated response). Total credits in a given month cannot exceed 100% of customer's hosting fees for the account which the requests were in reference to.

In order to file for cancellation, refund or Credit, please submit a copy of your activation letter (or email) to our billing department along with a request for cancellation/refund and the reason. If you do not have a copy of your activation letter please include your: name, account login, password, domain name and last 4 digits of your account's credit card (if paying with a credit card) to our billing department.