FAQ: Billing and Administrative

1. When does my service expire?
2. Do all of my services expire at once?
3. How do I cancel a service or product?
4. What forms of payment do you accept?
5. Do you have a Service Level Agreement?
6. Do you offer a refunds for services?
7. What happens if DNS Made Easy mail servers get listed on Spews? What is DNS Made Easy's policy to spammers and what is DNS Made Easy's opinion to Spews and other DNSBLs?
8. Do you provide support?

Do you have an SLA (Service Level Agreement)?

DNS Made Easy does not only say that we have 100% uptime but we guarantee a 100% uptime. In fact if you receive downtime by our nameservers not responding we will credit your account 500% of the downtime. That is our 500% uptime guarantee!

• 500% credit means that for every hour of downtime you will receive 5 hours of credit. All credit for SLA is rewarded at a 1 day minimum.
• All credit by our SLA will be rewarded by an extension to your current membership. There is no cash credit given. All SLA is subject by approval of DNS Made Easy.
• SLA applies to the primary DNS service only.
• Our 100% uptime guarantee does not apply if the DNS Made Easy systems are not accessible to firewalls / problems on customer's network. If your network / company / government is blocking access to our systems then obviously that is not at the fault of DNS Made Easy and we can not offer you a 100% uptime guarantee. Our guarantee is that we will make sure our network is accessible to the world. If you decide to not allow a connection to our services then that would be your decision.
• Our SLA is not valid for redirection or mail services, but for primary DNS only.
• All clients must be using all of our possible name servers (currently minimum of 5). If a domain is only using a few of our name servers then no SLA will be rewarded.
• SLA is not rewarded on vanity DNS systems or customized enterprise DNS solutions.
• SLA will only be rewarded if all of the name servers assigned for your domain are not reachable for DNS resolution. If the DNS machines are resolving DNS then no SLA will be rewarded. The SLA is not rewarded for misconfigurations or for cached values on other systems.
• Reward of SLA is subject to investigation by DNS Made Easy.

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Refunds

DNS Made Easy / Tiggee LLC has a strict refund and cancellation policy that can be viewed here.

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What happens if DNS Made Easy mail servers get listed on Spews? What is DNS Made Easy's policy to spammers and what is DNS Made Easy's opinion to Spews and other DNSBLs??

First of all DNS Made Easy never sends out any more of UCE or UBE. We only send out emails to users that have signed up for our service. This helps keep our servers usually clean of being listed.

The DNS services will never be affected by a Spews listing. Spews will only affect our mail services. DNS Made Easy has strict anti-spam and anti UCE and UBE policies and we work very hard to keep the problem users off of our network. This should keep the IPs clean of any problems. Please review or TOS and Disclaimer.

You can view our policies / opinions of Spews and other DNSBLs here.

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When do my services expire?

You can view when your puchased services will expire on the the "Purchase and Upgrade Section" of DNS Made Easy.

Do all of my services expire at once?

Yes, for your benefit and for ease of use all of your purchased DNS Made Easy services and products expire at once.

How do I cancel a service or product?

To cancel all services or products simply stop using the services and do not renew your account. Make sure you turn off your automatic renewal option.

To cancel an individual service or product please contact support from the Support Center option from the main menu.

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What forms of payment do you accept?

For your convenience DNS Made Easy accepts payments from VISA, Mastercard, American Express, Discover, PayPal, and check.

Automatic renewals of services can only be done using VISA, Mastercard, American Express and Discover.

PayPal and check renewals must be done manually.

Due to the extra administrative costs for processing checks there is an extra $15 administrative fee for all invoices paid by check.

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Do you provide support?

Yes, all DNS Made Easy users will get our quality support.

DNS Made Easy does provide support for all of the DNS Made Easy services and products. We are committed to helping you get your site up and running. However once your site is up and running and it continues to go offline or it is not functioning due to actions taken by yourself we can not continue to provide support free of charge. Contact our sales teams for charges. This will never really apply to you.

We had to adopt this policy because we have had competitors (that charge numerous times more than our fees) cost us hundreds of hours of support. Usually for just $4.95 in services. These users (usually competitors) were malicious and corrupt. So the choice was to discontinue support for them or to raise the prices for everyone. We are sure you understand our decision.

DNS Made Easy does not support your internal office or home networks or your internal office or home hardware or computers. We only provide support for the DNS Made Easy support and services.

You can view our support policy here.

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