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Our Commitments to you...

30 Day Money Back Guarantee If we are not able to provide you with the services and support stated within our site, we will refund your initial hosting fees! Upon receiving your reason for cancellation, your initial hosting payment, less any setup or domain registration fees including those that were waived upon setup, will be fully refunded.*

99% Uptime Guarantee Visual Presence has a stable and reliable service that you can count on, and we pass this guarantee on to every customer! While we cannot control the Internet itself, we can guarantee that our servers and network maintain an uptime of 99%, or your money back.**

Technical Support Guarantee No technical support request that is entered into the VP Help Desk will go unanswered for more than 24 hours...or your hosting is free that month! Visual Presence understands that customer service is a top priority and gives you a guarantee that your technical issues will have a response within 24 hours of its submission to the Help Desk. A VP technician will review and respond to your support issues promptly, although the issue may not be resolved within this time period. This guarantee applies only to support issues that are entered into the Help Desk successfully (you have received a tracking number via an email autoresponder).*** For more information on how the support system works just visit the VP Support Site

Our Goal
Our primary goal is customer satisfaction. Visual Presence maintains a customer retention rate that is as much as 20% higher than that we have heard many of the major hosting companies try to maintain. This is quite possibly the highest in the entire hosting industry! That's because we work with you in every possible way to make your experience with us a pleasant one. We are confident that our personalized and responsive support system as well as our constantly expanding list of features and technology will keep you around for a very long time.

Commitment to Quality
The quality of our service is not just measured by our ability to provide prompt responses to our customer's support issues, but more importantly by evaluating the customer's overall satisfaction with the service we are providing. That's why we strongly encourage, welcome, and appreciate all customer feedback. The introduction of the Support Tracking Help Desk System (February 2000) and the multi-lingual Site Manager System (January 2000) are two more ways that VP has demonstrated its commitment to quality. In 2001, we acted on customer feedback and added support for WebMail, FrontPage 2002, SMTP via Authenticated SendMail, and upgraded our servers to support PHP4 and ASP. We also periodically conduct random Customer Satisfaction Surveys in which your optional participation plays a vital role in the enhancement of our services.

 

* Domains that violate our Acceptable Use Policy and clients that state difficulties but did not contact technical support for assistance, are not covered by this guarantee.

** In order to validate the uptime, please note that a Help Desk submission stating your concerns must be entered. Domains whose registration have expired, clients who impair their sites/folders, or other downtime issues that are not caused by VP, the VP network, or the VP servers, are not covered by this guarantee.

*** Because the VP Help Desk is the method of supporting our customer's technical issues, phone calls and emails are not applicable to the guarantee. Additionally, in the unlikely event of a major server or network outage and/or maintenance, a notice will be posted on the login page of the Help Desk, and during such times, VP reserves the right to waive the technical support guarantee. Additionally, New Year's Day, Easter, Thanksgiving, and Christmas are excluded from this guarantee.