Corporate

Service Policies

Follow-Up Policy

rackAID^® is aware that for significant installations, updates and other services problems may not arise immediately. Though we provide no explicitly warranty, we do extend a period of courtesy follow-up service. We want you to be satisfied with our services and return for future requests, so we are diligent about the quality and professionalism of our work.

Unfortunately, the actions of a few former clients have required us to be very strict about this policy. Some former clients have made repeated request for us to resolve issues that were unrelated to the initial services rendered. These unrelated requests consume valuable time and resources, thus increasing costs for everyone. Please note, that follow-up service is a courtesy -- all services are provided as-is as established in our terms of services, which you have accepted by placing an order with us. rackAID retains the final decision regarding whether or not problems are related to our services.

If you believe that there is an server error that is caused directly by our services, please notify us immediately. We provide you with a 14 day follow-up period to send us reports of omissions, errors or related problems. You must include your original invoice number will all follow-up support requests. In addition, you must grant rackAID access to the server to resolve the issue. Additionally, your account must be in good standing for us to follow-up.

If you have modified our installation, installed additional system software, or otherwise modified the server, then rackAID will not provide follow-up services under any circumstances.

If we determine that the problem is unrelated to our initial services, we will require that you open a new paid-support request if you wish for us to resolve the issue.

Please note that our services are provided AS-IS. The extension of follow-up service is a courtesy that rackAID extends at its sole discretion and can discontinued at any time. If you have concerns about this policy, please review our customer feedback. We have many satisfied and returning clients. For complete details on our operating procedures, please see our Terms of Service and Billing and Payment Terms.