This agreement describes the service level commitments provided by GiloNetwork to customers regarding hosting services, technical support, server availability, and service responsibilities.
GiloNetwork provides technical support related to account configuration on GiloNetwork servers, service access, and other server-related issues for the customer's primary technical contact at no additional cost.
Technical support does not include assistance with website applications, third-party software, scripts, or components developed or installed by customers.
GiloNetwork servers are monitored 24 hours a day, 7 days a week, and 365 days a year. Our support team is available through email or support channels provided on the GiloNetwork website.
When contacting our support team, customers are required to provide a complete description of the issue along with the related account information.
Please avoid sending multiple requests for the same issue, as this may delay the troubleshooting process.
Email-related issues must be submitted through the designated support email address. Support requests sent to other departments, such as Billing or Sales, may not receive an immediate response.
All billing-related questions regarding GiloNetwork services must be submitted through the official customer contact channels provided on the GiloNetwork website.
Questions regarding new service purchases, reseller programs, package upgrades, or available promotions should be directed to the Sales department through the official contact channels.
If you are not satisfied with GiloNetwork hosting services or if a technical issue cannot be resolved within the support process described in this Service Level Agreement, you may escalate the matter through GiloNetwork Sales or the official customer contact channel.
The GiloNetwork team will review, investigate, and provide a response within one business day.
However, the response time does not guarantee that every issue will be fully resolved within one business day, especially for complex technical problems requiring further investigation or analysis.
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