NFOservers stands behind the quality and performance of its services. Every game, Ventrilo, TS3, Mumble/Murmur, and managed VDS server comes with a full performance guarantee, covering the service over its entire lifetime:
If our "InterNAP" or "Premium" bandwidth-based standalone game server, voice server, or managed VDS performs measurably worse for every client than an identically configured server from any competitor, and we do not fix it within 24 hours of our determination of the cause, that renter will receive two entire months' worth of credit to his or her account.
To break this down further, here is what each component means:
If our "InterNAP" or "Premium" bandwidth based standalone game server, voice server, or managed VDS...
The guarantee applies to all game and Ventrilo/Murmur/TS3 servers that are labelled as being on "InterNAP" or "Premium" bandwidth, and are ordered through our main order page
without being assigned to a managed machine or VDS. The guarantee also applies to managed VDSes ordered through our VDS order page
...performs measurably worse for every client...
Every client has to experience a measurable problem. When every client experiences the same problem, we can be reasonably confident that it is not a client-side issue. Measurable problems include high ping, packet loss, low server FPS, and spiking, among others. Our lag guide describes most or all of the potential issues on game servers.
. To be covered, the problem must be reproducible by NFO staff, and it can't relate to network or hardware availablility (which are separately addressed in our SLA
). If the problem is with server FPS, less than a 10% fluctuation from the ordered level is considered normal and is not covered by this guarantee.
On a managed VDS, we also require that overall CPU usage be maintained at less than 40% and that the virtual machine have more than 300 MB of free memory at all times in order for the guarantee to apply.
Even when a problem is not easily measurable, it is best to contact us about it so that we can investigate.
...than an identically configured server from any competitor...
The server in question must be compared to a server from a competitor that is exactly the same, so that we can rule out other factors. To be considered identical, it must be in the same city and running on the same OS, have the same plugins (if applicable), same maximum tickrate and FPS (if applicable), same ordered attributes (such as number of cores and amount of memory on a VDS) and same server settings (such as the server.cfg on a CS:S server). It does not need to be on the same bandwidth that we use, and in the case of a managed VDS, it can use any hypervisor (not just Xen). If the competitor claims performance enhancements above the best we offer through our order page, and the server here is otherwise the same, it is still considered identical.
Many competitors claim to offer the same products that we do, so this is usually an easy condition to meet.
...and we do not fix it within 24 hours of our determination of the cause...
This gives us 24 hours from our determination of the cause to solve the problem, if it is something within our power to fix. In reality, we will likely need far less time then this, because we take pride in having very fast service.
To trigger our investigation to determine the cause of a problem, a customer must contact us through our standard support system (either through the "Help!" page in the control panel or through email).
...that renter will receive two entire months' worth of credit to his or her account.
The renter will be given two entire months' worth of credit for that service, in USD, to his or her coffer. If the subscription is purchased in a greater-than-one-month cycle, we will divide the price of the server by the number of months per cycle, then multiply by two, to determine the amount of the credit. A renter can't receive credit for the same problem more than once or receive multiple credits (on the same service across multiple services) in the same month.
A coffer is also known as a donation account and is automatically applied to any further payments made by a customer (it's similar to what a retail outlet might call "store credit"). We provide more information on how the coffer system works on the "Payments" page, under the "My account" section of our customer control panel. The control panel is available from the upper-right corner of our main website of http://www.nfoservers.com