Service Level Guarantees

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30-Day Money Back Guarantee!

If you're not completely happy within 30 days from placing an order with MrPuma, you’ll receive your money back – no questions asked.

The 30-Day Money Back Guarantee applies to Web Hosting plans. You will receive a full refund of all monthly fees if you are not completely satisfied. Guarantee starts on the date your initial order was placed. You may cancel at any time within 30 days of this date.
100% Uptime Guarantee!

a) MrPuma guarantees that its network will be available 100% of the time in a given month. Network uptime includes the functioning of all network infrastructure including routers, switches, and cabling, but does not include ethernet ports, services, or software on your server(s). Network downtime exists when a particular customer is unable to transmit and receive data.

b) High Latency refers to the total time required for a Customer data packet to complete the “round trip” between MrPuma’s border routers and the data center’s core routers providing upstream Internet connectivity. This is calculated by measuring the total round trip time approximately thirty (30) times per hour, adding the total round trip time for each measurement, and dividing by the total number of measurements (“Average Hourly Latency”). The Average Hourly Latency shall be 15 milliseconds or less.
100% Infrastructure Uptime Guarantee!

MrPuma guarantees that the critical infrastructure systems will be available 100% of the time in a given month. Critical infrastructure includes functioning of all power and HVAC infrastructure including UPSs, PDUs, and cabling but does not include the power supplies on the customers' servers. Infrastructure downtime exists when a particular server is shut down due to power or heat problems and is measured from the time the trouble ticket is opened to the time the problem is resolved and the server is powered back on.
Support Response Guarantee!

We're staffed 24 hours a day, 365 days of the year. When you need assistance our staff is always ready to deliver meaningful and helpful responses as quickly as possible. 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. During business hours, our average ticket response time is under 20 minutes, and at night, only a few hours.
100% Price Match Guarantee!

We're so confident in our service and offerings that we guarantee you will not find another host that offers as many features, tools and services for the same price. Infact, we'll match any competitor's advertised price for an identical or better service offering.