Service Legal
Agreement
- Web 4 Galaxy
Updated On : 01.08.2024
Web 4 Galaxy guarantees that in the event of any hardware failure, the faulty hardware will be replaced within 6 hours of identifying the problem. In case this guarantee is not met, Web 4 Galaxy will provide a credit of:
1. 0% of the first month’s invoice amount if the time period of up gradation from being scheduled is less than 6 hours.
2. 10% of the first month’s invoice amount if the time period of up gradation from being scheduled ranges between 6 to 12 hours.
3. 20% of the first month’s invoice amount if the time period of up gradation from being scheduled ranges between 12 to 18 hours.
4. 30% of the first month’s invoice amount if the time period of up gradation from being scheduled ranges between 18 to 24 hours.
5. 50% of the first month’s invoice amount if the time of up gradation from being scheduled exceeds 24 hours.
However, this guarantee excludes the time required to perform all additional maintenance related to software, firewalls, cloning of hard drives, rebuilding web accounts using backups, load balancer(s), reloading applications, reloading the operating system, rebuilding of RAID arrays or any changes in hardware like network switches and network routers. Also, Web 4 Galaxy will not be responsible for any data loss of their customers, in case of any hardware problem, system crash, and any downtime or hard disk crash. Issues of these type may take 8-10 days for running properly.
Dedicated server hardware covered under this guarantee includes processor(s), hard drive(s), RAM, network card(s), motherboard and all other hardware that is related directly to the server offered in the plan.
In the event of ordering an upgrade, the upgrade will be completed within 6 hours of being scheduled. This up gradation needs to be scheduled with our support team. In the event the guarantee is not met, Web 4 Galaxy will provide a credit of:
1. 0% of the first month’s invoice amount if the time period of up gradation from being scheduled is less than 6 hours.
2. 10% of the first month’s invoice amount if the time period of up gradation from being scheduled ranges between 6 to 12 hours.
3. 20% of the first month’s invoice amount if the time period of up gradation from being scheduled ranges between 12 to 18 hours.
4. 30% of the first month’s invoice amount if the time period of up gradation from being scheduled ranges between 18 to 24 hours.
5. 50% of the first month’s invoice amount if the time of up gradation from being scheduled exceeds 24 hours.
However, this guarantee would be void in the rare event of hardware/software in question being unavailable in the Web 4 Galaxy’s inventory. The customer would be properly notified of the situation within 3 hours.
*Hardware up gradation and replacement only cover classical dedicated servers and not V-ready or Hybrid servers or Cloud VPS or any other hosting.
Web 4 Galaxy guarantees 99.9% network uptime to customers.
99.9% Network uptime may be defined as the availability of the network from the internet across the globe 99.9% of the time.
Network downtime
may be defined as Web 4 Galaxy’s network unavailability (excluding maintenance period) for continuous 15 minutes of time with no internet traffic to the server as verified by the support team at Web 4 Galaxy. Downtime is determined from the time when the affected customer raises a support ticket to the time Web 4 Galaxy considers the problem as resolved.
In an unlikely event of downtime, Web 4 Galaxy will compensate customers as given below:
If Network Uptime is less than 99.00%, the customer will be provided 5% of the first month’s invoice amount
If Network Uptime is less than 98.5%, the customer will be provided 10% of the first month’s invoice amount
If Network Uptime is less than 98.00%, the customer will be provided 15% of the first month’s invoice amount
If Network Uptime is less than 97.50%, the customer will be provided 20% of the first month’s invoice amount
If Network Uptime is less than 97.00%, the customer will be provided 30% of the first month’s invoice amount
If Network Uptime is less than 96.5%, the customer will be provided 40% of the first month’s invoice amount
If Network Uptime is less than 96.00%, the customer will be provided 50% of the first month’s invoice amount
If Network Uptime is less than 95.50%, the customer will be provided 60% of the first month’s invoice amount
If Network Uptime is less than 95.00%, the customer will be provided 60% of the first month’s invoice amount
If Network Uptime is less than 94.0%, the customer will be provided 100% of the first month’s invoice amount
All requests for compensation must be sent within 6 business days of the incident in question. The compensation amount will not exceed customer’s first month’s invoice amount. However, this SLA will not be applicable for any month in which the customer is the payment defaulter or has breached Web 4 Galaxy ‘s Terms of Service.
*Network availability will be calculated depending upon the customer’s billing cycle and may be calculated differently for different customers.
Exclusions to Network SLA
There are a number of situations that are beyond Web 4 Galaxy ‘s control and are therefore not covered in this SLA. These include:
Software Maintenance
In case Web 4 Galaxy is managing your server, then software will be updated occasionally for addressing performance or security issues. We will ensure that you don’t experience downtime during this updation process but we may not be able to guarantee this every time and for all situations.
Hardware Maintenance
Web 4 Galaxy will try to reduce any downtime in rare events when your dedicated server hardware needs replacement or maintenance. However, any downtime resulting from such maintenance will not be accounted for in our network SLA.
Network Maintenance
Web 4 Galaxy will promptly notify you of any upcoming maintenance through maintenance announcements on your member panel and through web4galaxy.com. However, it is the responsibility of the customer to stay updated with the latest information by continuously checking Web 4 Galaxy ‘s emails, member panel’s announcement section and web4galaxy.com. It is to be noted that these maintenance periods will not be covered under SLA credits.
Web Hosting Panel Issues
In case you experience downtime due to automatic updation of any web hosting panel related software, then Web 4 Galaxy will try to resolve it but is unable to promise a resolution time.
Judicial Proceedings
If some legal action is initiated against a Web 4 Galaxy customer, then Web 4 Galaxy will act according to the law and this SLA will stand void in such case.
Malicious Attacks
In case of any DDoS attck or third party attack against a customer’s server or Web 4 Galaxy ‘s network, every possible step will be taken to counter the attack but a resolution time cannot be guaranteed in such cases.
Classical Dedicated Server Deployment
Your dedicated server will be delivered to you in a maximum of 12 hours after your payment is processed successfully and your order is confirmed. Order confirmation may take time as order will only be confirmed following a number of verification processes.
Please note that guaranteed 12 hours is the maximum time you’ll have to wait. Our internal standards are extremely rigid and in almost all cases we’ll deliver your server much before the said period. However, in those rare cases where the guarantee is not met, Web 4 Galaxy promises to provide a credit of 10% of the first month’s invoice amount i.e. the amount of compensation will be equal to 10% of the customer’s first month’s amount of service.
Furthermore, if you order a server that is currently not in stock or requires some customization that may take some time, then you’ll be informed about the delivery time by our provisioning team within 6 hours and such cases will not be covered under this SLA.
Hybrid Dedicated Server Deployment
Your Hybrid dedicated server will be delivered to you in a maximum of 8 hours after your payment is processed successfully and your order is confirmed. Order confirmation may take time as order will only be confirmed following a number of verification processes.
Please note that guaranteed 8 hours is the maximum time you’ll have to wait. Our internal standards are extremely rigid and in almost all cases we’ll deliver your server much before the said period. However, in those rare cases where the guarantee is not met, Web 4 Galaxy promises to provide a credit of 10% of the first month’s invoice amount i.e. the amount of compensation will be equal to 10% of the customer’s first month’s amount of service.
Furthermore, if you order a server that is currently not in stock or requires some customization that may take some time, then you’ll be informed about the delivery time by our provisioning team within 4 hours and such cases will not be covered under this SLA.
V-Ready Dedicated Server Deployment
Your V-Ready Dedicated Server will be delivered to you in a maximum of 24 hours after your payment is processed successfully and your order is confirmed. Order confirmation may take time as order will only be confirmed following a number of verification processes.
Please note that guaranteed 24 hours is the maximum time you’ll have to wait. Our internal standards are extremely rigid and in almost all cases we’ll deliver your server much before the said period. However, in those rare cases where the guarantee is not met, Web 4 Galaxy promises to provide a credit of 5% of the first month’s invoice amount i.e. the amount of compensation will be equal to 5% of the customer’s first month’s amount of service.
Furthermore, if you order a server that is currently not in stock or requires some customization that may take some time, then you’ll be informed about the delivery time by our provisioning team within 12 hours and such cases will not be covered under this SLA.
Your Cloud VPS will be delivered to you in a maximum of 8 hours after your payment is processed successfully and your order is confirmed. Order confirmation may take time as order will only be confirmed following a number of verification processes.
Please note that guaranteed 8 hours is the maximum time you’ll have to wait. Our internal standards are extremely rigid and in almost all cases we’ll deliver your server with properly functioning storage, compute and hypervisor much before the said period. However, in those rare cases where the guarantee is not met, Web 4 Galaxy promises to provide a credit of 10% of the first month’s invoice amount i.e. the amount of compensation will be equal to 10% of the customer’s first month’s amount of service.
Furthermore, if you order a server that is currently not in stock or requires some customization that may take some time, then you’ll be informed about the delivery time by our provisioning team within 4 hours and such cases will not be covered under this SLA.
If migration of a virtual machine is needed due to degradation of host node, then you will be promptly notified before the beginning of migration, unless it is determined by reasonable judgment that migration should be done sooner so as to protect the services and data on the server.
Cancellations and Refunds
1. Customers may cancel their VPS services at any time via the Customer/Reseller Control Panel.
2. For more information about our money back guarantee and refund policy for VPS services please refer to the service page.
Prohibited Uses
1. Utilize the Services to run public IRCd’s or malicious bots.
2. Utilize the Services to run any type of BitTorrent client or tracker that links to or downloads illegal content.
3. Utilize the Services to run an Open/Public proxy, or use a proxy to access illegal/malicious content.
4. Utilize the Services to use I/O intensive applications which adversely affect normal server operations.
5. Utilize the Services in any manner which adversely affect normal server operations.
6. Utilize the higher amount of 6 MB I/O in any manner which adversely affect normal server operations.
7. Utilize the higher amount of Inodes in any manner which adversely affect normal server operations.
Inodes
Generally, accounts may come with a default inode limit of 2,50,000 to better protect the file system; provided, however, that such limit may vary depending on the package or services you purchased.
Backup and Data Loss
Web 4 Galaxy does not provide any backups for Cloud/VPS servers/hostings. Your use of the VPS service is solely at your own risk. Web 4 Galaxy is not responsible for files and/or data residing on your account. You agree to take full responsibility for files and data transferred and to maintain all appropriate backup of files and data stored on Web4Galaxy’ servers.
Our focus is complete customer satisfaction. In the event, if you are displeased with the services provided, we will refund back the money, provided the reasons are genuine and proved after investigation. Please read the complete details, specification & features of the service before buying it, it provides all the details about the services or the product you purchase.
In case of dissatisfaction from our services, clients have the liberty to cancel their projects and request a refund from us if the service in under money back guarantee. Our Policy for the cancellation and refund will be as follows:
www.web4galaxy.com may, but is under no obligation to, honor requests for refunds for the following reasons:
Irreparable defects with the software:
Although all the products are thoroughly tested before release, unexpected errors may occur. This reason should be submitted to our Support Team for its approval of your refund request.
Product not-as-described:
A request based on this reason is addressed on a case-by-case basis and subject to our approval. To prevent this kind of claim from arising, every customer is encouraged to check thoroughly- video overviews, demo links, product samples and screen shots of each type of the product offered before making a purchase.
Some products/services come in refund class with some time limitations, the details of which are clearly mentioned on the website.
*The funds that are actually refunded may not be equal to the funds you requested due to one or more of the following factors:
Our refund policy, foreign exchange conversion fluctuations, Bank charges, which may be deducted by our bank and/or yours.
If paid by credit card, refunds will be issued to the original credit card provided at the time of purchase and in case of payment gateway name payments refund will be made to the same account.
Please Note: Once we receive and confirm you refund request, we may take to initiate your refund within 1-2 days and will be credited within 7-10 days.
Please Refer the details below for better understanding.
| Original Mode of Payment | Refunded to | Timeline |
|---|---|---|
| Credit Card | Source (the same card from which original transaction was done) | 7-9 working days from the date when refund was processed by the merchant. The average is 2 days. |
| Credit Card + Wallet | i) The Credit Card amount is refunded back to source (the same card from which original transaction was done) ii) The Wallet amount is refunded to Wallet. | i) Credit Card is refunded in 7-9 working days from the date when refund was processed by the merchant. The average is 2 days. ii) Wallet refund is immediate. |
| Debit Card | Source (the same card from which original transaction was done) | 7-9 working days from the date when refund was processed by the merchant. The average is 2 days. |
| Debit Card + Wallet | i) The Debit Card amount is refunded back to source (the same card from which original transaction was done) ii) The Wallet amount is refunded to Wallet. | i) Debit Card is refunded in 7-9 working days from the date when refund was processed by the merchant. The average is 3-4 days. ii)The refund to wallet is immediate |
| UPI | The refund is credited to the UPI linked account using IMPS. | Refund is credited back on the same or the next day. |
| UPI + Wallet | i)The wallet amount is refunded back to the user’s wallet. ii)UPI amount is refunded back to the user’s account using IMPS. | i)Refund to wallet is immediate. ii)For IMPS, the refund is credited back on the same or the next day. |
| Wallet | The amount is refunded back to the user’s wallet. | Refund to wallet is immediate. |
For payments made through other UPI compliant apps(external VPA), the refund is credited to the customer’s account in 3 days.
This privacy statement describes how Web 4 Galaxy collects and uses the personal information you provide on our website: Web4Galaxy.com. It also describes the choices available to you regarding our use of your personal information and how you can access and update this information.
Collection and Use Of Personal Information
We collect the following personal information from you:
Contact Information such as name, email address, mailing address and phone number.
Billing Information such as payment mode details and billing address (we seek payment mode and billing details from customer for verifying his payment detail to deliver the service).
If you are registering on behalf of your organization, your company’s name, mailing address, and other company information, as deemed necessary for the purpose of providing services.
As is true of most websites, we automatically gather information about your computer such as your IP address, browser type, referring/exit pages, and operating system.
We use the information we collect to:
Respond to customer service & offer requests.
Administer your account.
Improve our website and marketing efforts.
Choice/Opt-Out
You may choose to stop receiving our emails by logging into your account and update your notification selections or you can contact us at billing@web4galaxy.com. We enable you to create an account, and share information such as messages, offers and requests with others.
If you wish to subscribe to our newsletter(s), we will use the email address you used to register to send the newsletter to you. Out of respect of your privacy, you may choose to stop receiving our newsletter or marketing emails by following the unsubscribe instructions included in these emails, accessing the email preferences in your account settings page or you can contact us at billing@web4galaxy.com.
Information Sharing
We will share your personal information with third parties only in the ways that are described in this privacy statement. We do not sell your personal information to third parties.
We may provide your personal information to companies that provide services to help us with our business activities such as shipping your order or offering customer service (such as utilizing our ‘Live Chat’ feature). These companies are authorized to use your personal information only as necessary to provide these services to us.
We may also disclose your personal information:
As required by law such as to comply with any legal process.
When we believe in good faith that disclosure is necessary to protect our rights, protect your safety or the safety of others, investigate fraud, or respond to a government request.
If Web 4 Galaxy is involved in a merger, acquisition, or sale of all or a portion of its assets, you will be notified via email and/or a prominent notice on our website of any change in ownership or use of your personal information, as well as any choices you may have regarding your personal information.
To any other third party with your prior consent to do so.
Tracking Technologies
Technologies such as: cookies, beacons, tags and scripts are used by Web 4 Galaxy and our business partners, affiliates, or analytics. These technologies are used in analyzing trends, administering the site, tracking users’ movements around the site and to gather demographic information about our user base as a whole. We may receive reports based on the use of these technologies by these companies on an individual as well as aggregated basis.
We use cookies for our shopping cart, to remember users’ settings (e.g. language preference) and for authentication. Users can control the use of cookies at the individual browser level. If you reject cookies, you may still use our site, but your ability to use some features or areas of our site may be limited.
As is true of most websites, we gather certain information automatically and store it in log files. This information may include internet protocol (IP) addresses, browser type, internet service provider (ISP), referring/exit pages, operating system, date/time stamp, and/or clickstream data. We may combine this automatically collected log information with other information we collect about you. We do this to improve services we offer you, to improve marketing, analytics, or site functionality.
Behavioral Targeting/Re-Targeting
We partner with a third party to either display advertising on our website or to manage our advertising on other sites. Our third party partner may use technologies such as cookies to gather information about your activities on this site and other sites in order to provide you advertising based upon your browsing activities and interests. If you wish to not have this information used for the purpose of serving you interest-based ads, you may opt-out by logging into your account and updating your notification selections or you can contact us at abuse@web4galaxy.com. Please note this does not opt you out of being served ads. You will continue to receive generic ads.
Links To Other Websites
Our Site includes links to other websites whose privacy practices may differ from those of Web 4 Galaxy. If you submit personal information to any of those sites, your information is governed by their privacy statements. We encourage you to carefully read the privacy statement of any website you visit.
Security
The security of your personal information is important to us. When you enter sensitive information (such as credit card number or net banking details etc.) while filling order forms, you are redirected to the website of payment gateway, which has its own Privacy Policy and it shall be presumed that before completing the process of payment you have carefully gone through the Privacy Policy of the Payment Gateway. We do not receive any detail regarding your credit card, bank account, debit card etc. from the payment gateway or otherwise.
We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it. No method of transmission over the Internet, or method of electronic storage, is 100% secure, however. Therefore, we cannot guarantee its absolute security. If you have any questions about security on our website, you can contact us at security@web4galaxy.com.
Additional Policy Information
Our website includes widgets, which are interactive mini-programs that run on our site to provide specific services from another company (e.g. displaying the news, opinions, music, etc). Personal information, such as your email address, may be collected through the Widget. Cookies may also be set by the Widget to enable it to function properly. Information collected by this Widget is governed by the privacy policy of the company that created it.
Our website offers publicly accessible blogs & community forums. You should be aware that any information you provide in these areas might be read, collected, and/or used by others who access them. To request removal of your personal information from our blog or community forum, contact us at billing@web4galaxy.com. In some cases, we may not be able to remove your personal information, in which case we will let you know if we are unable to do so and why.
Testimonials
We display personal testimonials of satisfied customer on our site in addition to other endorsements. With your consent, we may post your testimonial along with your name. If you want your testimonial removed please contact us at testimonial@web4galaxy.com
Correcting, Deleting And Updating Your Personal Information
To ensure the accuracy of your information, you may change/update personal information by logging to your account or by contacting us directly at billing@web4galaxy.com. You may change/update your contact information except email ID and country. To change email ID, you are required to follow the process and provide necessary information as sought, by contacting our billing/support staff or by raising ticket from registered email ID only mentioning purpose. We don’t permit the client to change country. However, it is only possible when you are shifting your business location to different country and for that, you need to share all required details sought by us.
Data Retention
We will retain your information for as long as your account is active or as needed to provide you services. If you wish to cancel your account or request that we no longer use your information to provide you services contact us at support@web4galaxy.com. We will retain and use your information as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.
Notification Of Privacy Statement Changes
We may update this privacy statement to reflect changes to our information practices. We encourage and advice you to periodically review this page for the latest information on our privacy practices.
Contact Information
You can contact us about this privacy statement by writing or email us at the address below: Web 4 Galaxy, K-24, Avasiya Yojna, Pragati Nagar, Kotra, Ajmer, Rajasthan, India. 91-120-4126941 or +91 98217-32986 & Email: info@web4galaxy.com
1. How much disk space and bandwidth will my plan include?
Disk space and bandwidth is “Unmetered” which means you are not charged according to the amount of disk space or bandwidth you use. However, that being said, we do require all customers to be fully compliant with our Terms of Service and its policies, which includes our Acceptable Use Policy (“TOS”), and to only utilize disk space and bandwidth in the normal operation of a personal or small business website.
For example, such customers who are using 25% or more of system resources for longer than 90 seconds would be in violation of our TOS, which includes our Acceptable Use Policy and other policies. Please see our TOS or contact us with any questions.
2. What happens if I exceed usage?
If we have concerns about your account’s bandwidth or disk space utilization, you will receive an email asking you to reduce usage. Again, it is very rare for a customer who is managing a personal or small business website to exceed our TOS, which includes our Acceptable Use Policy and other policies.
We send regular mails regarding overuses and If you failed to resolve this issue after sending 3 intimations, After that we may suspend your account untill you resolve the issue.
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