Please read the following terms and conditions carefully. They govern your access and use of the Onwukwe Services website www.onwukweservices.com and its services.
Onwukwe Services agrees to provide the following services:
- Respond to customer emails/calls/live chat in regards to issues that may arise with services provided.
- Monitor and respond to network and server issues as outlined in instructions provided upon engagement.
- In order to resolve issues, the service provider may be required to log in to servers remotely, communicate with suppliers and/or conduct research on proper fixes.
Where relevant, you agree to provide us with sufficient detail about, and access to, your services, policies and systems to enable us to provide the service to you and your customers. Onwukwe Services will not be responsible for any problems or downtime of your servers and any kind of service interruption due to server downtime.
Service Level Agreements
One-time services do not carry any specific guarantee. All cases are handled on a best-efforts basis. Although we do our best to provide the best results, 100% success is not realistic, and not guaranteed. We will always try to set clear expectations at the beginning of any one-time case. Monthly Management Services This document is being updated and will be posted shortly. Managed Hosting your managing hosting is governed by your respective monthly management SLA and the upstream hardware/network SLA from our infrastructure partner.
Plans and Price
Onwukwe Services reserves the right to change pricing terms on any accounts and plans/services at any time. New accounts for current customers are subject to the current fees at the time the new account is opened.
Onwukwe Services offers a satisfaction guarantee on our server management and monitoring services. If you are not completely satisfied with our services within the first 7 days of using our service from the date of your signup, you will be given a 100% refund of the amount paid for that service.
The cancellation has to be made by emailing on firstname.lastname@example.org for authorization purpose and not by informing it on live chat or any of our IM (Instant Messengers). Although no notice is required, and there is no cancellation fee. You reserve the right to cancel the service for any reason with prior notice of 30 days.
Onwukwe Services offers an average guaranteed response time of 20 to 30 minutes depending on the service plans. When a new ticket is opened in our help-desk while your another ticket is already opened and unresolved, the response time count for the new ticket starts from the moment that the previous ticket was resolved. A “response” means that a server admin has read the ticket, assigned it to the most appropriate technician (or himself) to handle your specific problem, and responded stating that the ticket resolution process has started. Sales, billing, or any other non-service related issue is not covered by our response time guarantee.
The customer explicitly agrees to make daily or weekly backups of all sensitive and important data. This data includes, but is not limited to any and all client data, hosting account data, server configuration data, and any other data that the customer deems important for the daily operations of the company and or servers. These backups are meant to provide a solid restore point in the event of an emergency or accident or mistake. If a mistake, accident or emergency did occur, then the customer would have a recent backup of all missing or corrupted or modified data necessary to resolve the emergency situation. Full backups of all systems must be in place prior to the Onwukwe Services starting and are the sole responsibility of the customer to maintain.
If any ticket exceeds our SLA, a prorated refund upon request will be given and determined based on the number of tickets you submitted within the last 30 days. Requests for a SLA refund must be reported within 30 days of the date that the SLA was exceeded by opening a Feedback ticket. Under no circumstances can the refund exceed the amount you paid for the service. Refunds of any kind for any reason may take up to 10 days from the time the refund is requested or offered for processing.
Fair Usage Policy (FUP)
We give prior importance to the quality of work we do. We cannot compromise our quality of service we offer to our customers because of a single customer’s high workload. If we feel anyone is abusing this, at our sole discretion, we reserve the right to limit the amount of concurrent open tickets or refer to the next level service plan. We reserve the right at our sole discretion to terminate any account whose amount of admin time consumption negatively affects our other customers.
Acceptable Use Policy (AUP)
Abusive material against Onwukwe Services employees will not be permitted. Harassment and using of abusive words through phone, e-mail, chat or any other means of electronic communications is prohibited. Onwukwe Services reserves the right to, without notice, suspend or terminate the user’s account for any serious AUP violations.
We value the effort of making a business successful and continue handwork for several years. We have a very good reputation among server management companies around the globe and are trying our maximum to retain that goodwill with utmost care. And so, we did not tolerate the posting of negative feedback about Onwukwe Services on any public forum before submitting a ticket to our Quality/Escalation department. Such activities cannot be tolerated and will result in immediate account termination without any refund. We have the utmost respect for all of our clients and do anything and everything possible to keep all of our clients satisfied. All we ask is to discuss the issue that you faced with Onwukwe Services in Quality/Escalation Department before going to the public forums. We would like to maintain transparency in our operations and we have always tried our level best to provide an extra mile to customers.
Disclosure of Confidential Information
From time to time, the Disclosing Party may disclose Confidential Information to the Receiving Party. The Receiving Party will:
(a) limit disclosure of any Confidential Information to its directors, officers, employees, agents or representatives (collectively “Representatives”) who have a need to know such Confidential Information in connection with the current or contemplated business relationship between the parties to which this Agreement relates, and only for that purpose;
(b) Advise its Representatives of the proprietary nature of the Confidential Information and of the obligations set forth in this Agreement and require such Representatives to keep the Confidential Information confidential;
(c) shall keep all Confidential Information strictly confidential by using a reasonable degree of care, but not less than the degree of care used by it in safeguarding its own confidential information; and (d) not disclose any Confidential Information received by it to any third parties (except as otherwise provided for herein).If you do not accept or understand any part or parts of our ‘Terms of Service and Policies’, please contact us immediately prior to signing up for our service. By subscribing to and/or utilizing our services, you agree to accept, comply, and understand all of our ‘Terms of Service and Policies’ in full.