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We read web forums and we hear stories and experiences from our customers. One of the worst things it can happen to you if to trust a web hosting company that doesn’t provide explicitly an Intelligent Dispute Resolution policy.

Without this policy, your web host will shutdown your website or server. In most cases, communication is not carried out and the good customer receives a one line email indicating that his account has been terminated due to some policy infringement.

At FIAHOST (ft), when a dispute arises, you can trust that we are not neutral. We ask ourselves only one question: who pays? Our dispute policy is biased towards our customers.

- We don’t close any web unless it’s an absolute necessity to avoid legal problems to our customer and our company.

- If a service is closed we’ll immediately engage the customer in order to find a solution and restore connectivity with minimal downtime.

- In any case, the customer has the right to ask for prompt delivery of your backup files.

What are common issues?

Spam complaints:
We keep clean and spam free network. We don’t host websites that spam or are advertised by spam. Our customers are aware about this and they don’t spam. Most incidents are related to exploited hosted scripts. If your server generates spam complains, we will assist you in finding and fixing the issue.

Phishing pages:
If you web site has an incident of phishing we will put it down immediately then we remove the offending pages(s). When this is done, we will inform you about the situation and we will ask you to update or secure your websites.

DDOS Attacks:
Websites that are targeted by denial of service need to be hosted in dedicated servers within specific networks. We can host such websites on dedicated servers only.

Non-payment:
If a hosting account is not paid in time, customer can ask for grace period. If we have to terminate the account, the customer will be promptly offered the opportunity to download his backup.

In any case, we will never suspend a service without engaging the customer immediately and providing a prompt fix and resolution.

Mediator
If you don’t agree with any decision or policy, or if you have any issue with our Team, you can contact our Mediator (more…)