Welcome to Premier Tier! We provide top-notch game servers and dedicated servers, and we take our responsibility to protect each client and deliver quality services very seriously. All clients of Premier Tier are subject to the following fun-to-read, easy-to-understand terms of service:

1. Agreement to Terms

By using Premier Tier’s services, you agree that we can tweak these terms whenever we need to. No worries, we’ll keep you posted! Make sure to check in now and then to stay up to date. References to ‘we’, ‘us’, or any first-person pronouns mean Premier Tier.

2. Service Level Agreement (SLA)

At Premier Tier, we’re shooting for the stars with a 100% uptime, but realistically, we guarantee a stellar 99% uptime every month. This allows us to do those essential maintenance tasks without too much interruption. Now, let’s talk about our Premier Tier promise:

If we drop the ball and your service goes down, we’ll credit you 5% of your monthly fee (pro-rated if you’re on a different term) for every hour of downtime, up to 100% of your monthly fee. That’s right – we’re that committed to keeping you online!

But here’s the fine print (with a sprinkle of fun):

• Performance Credit (SLA Credit): This is like a little thank you from us for sticking with Premier Tier. We’ll only issue this credit if the downtime is entirely our fault.
• Exclusions: No credits will be given for downtime caused by service attacks (like those pesky DDoS attacks), hardware or software failures, or any issues that you, our dear client, might have caused.

Remember, our mission is to keep your service humming smoothly, and we’re here to make sure you’re happy with Premier Tier!

3. Contract Duration

Your contract with Premier Tier lasts as long as you’ve paid for – be it monthly, quarterly, semi-annually, or annually. If you pay for a ‘monthly’ service on April 15th, it will last until May 15th. We’ll send you an invoice 14 days before it’s time to renew. If you don’t pay up, your service will be suspended. After 7 days of suspension, all your files will be deleted – and recovering them might be impossible. We reserve the right to terminate your service if you breach our terms.

4. Payment Methods

We use the PayPal and Stripe Gateway for payments. This means we don’t store any of your sensitive payment details. You can pay with your credit card, bank card, and other methods provided by PayPal or Stripe.

5. Billing Disputes / Chargebacks

Alright, let’s talk about the not-so-fun stuff: billing disputes and chargebacks. Here at Premier Tier, we strive to provide transparent, hassle-free billing. We’re confident that our payment processes are smooth and straightforward. But, in the rare event you encounter a hiccup, here’s how we handle things – and why it’s best to avoid disputes and chargebacks.

What to Do if There’s a Billing Issue: If you spot an issue with a charge, don’t panic! Contact us directly within 30 days of the charge. Our friendly support team is here to help you sort things out quickly and amicably. We’re all about resolving issues fairly and efficiently.

Why Chargebacks are a No-Go: Initiating a chargeback is a serious step, and it’s typically reserved for situations where no resolution can be found. But here’s the deal – chargebacks can lead to unnecessary complications for both you and us. Here’s why you should think twice before going down that road:

1. Account Suspension: As soon as a chargeback is initiated, your account will be suspended. This means all services associated with your billing account will be put on hold until the dispute is resolved. No gaming, no hosting, nada.

2. Service Disruption: A suspended account means interrupted services. This can be a major headache, especially if you’re in the middle of an important game or project. We hate to see that happen, and we’re sure you do too!

3. Resolution Delay: Chargebacks can significantly delay the resolution process. What could be fixed with a quick chat might turn into a long, drawn-out ordeal involving banks and payment gateways. Remember, everything can be resolved if we communicate!

4. Trust Factor: Trust is a two-way street. We trust our clients to act in good faith, and in return, we’re committed to providing stellar service. 

Our Commitment to Fairness: We understand that sometimes genuine issues arise. That’s why we’re committed to resolving billing disputes fairly and quickly. If there’s a mistake, we’ll own up to it and make it right. Your satisfaction is our top priority.

Steps to Resolve Billing Issues:

1. Reach Out: Contact our support team via your billing area within 30 days of the charge. Provide all relevant details – date, amount, and a brief description of the issue.
2. Stay in Touch: Keep the lines of communication open. Our team might need some additional information to resolve your issue.
3. Be Patient: We work quickly, but some issues might take a bit of time to fully resolve. We appreciate your patience and cooperation.

In summary, billing disputes and chargebacks should be a last resort. Trust us – working directly with our support team is the fastest, easiest way to resolve any billing issues. Let’s keep things smooth, transparent, and enjoyable for everyone.

Remember, we’re here to help and ensure you have the best possible experience with Premier Tier!

6. Refunds

At Premier Tier, we want you to love our services as much as we love providing them! That’s why we offer a 48-hour money-back guarantee for all hosting service orders placed by newly registered customers. But let’s break it down to keep everything clear and fun:

48-Hour Money-Back Guarantee: New here? Awesome! Your first order of hosting services is covered by our 48-hour money-back guarantee. This countdown starts from the moment your server is created in our database, which might be a bit later than when your payment was processed. Here’s how it works:

• Eligible for Refunds: Hosting services for new customers within 48 hours of server creation.
• Ineligible for Refunds: Add-ons, domains, and any non-monthly terms.

How to Request a Refund:

1. Submit a Support Ticket: Head over to our support ticket system and outline why you’re requesting a refund. Make sure your reason is solid – we’re here to help with genuine issues!
2. Eligibility Check: If you meet the eligibility criteria, one of our friendly team members will process your refund.
3. Refund Method: Refunds are made through the same gateway you used for the initial payment. No extra steps for you!

Important Notes:

• One-Time Offer: Our 48-hour money-back guarantee is for new clients’ first order only.
• No Automatic Refunds: Refunds won’t be issued automatically. You need to submit a request through our support ticket system.
• Billing Errors: Refunds for billing errors are handled on a case-by-case basis. Just reach out, and we’ll sort it out together.

Why We’re Strict About Refunds: We’re all about fairness and quality. This policy helps us keep our standards high and ensures that our services remain top-notch for everyone. 

Our refund policy doesn’t apply in the following cases:

• Scheduled downtime or maintenance
• Malicious attacks causing downtime
• Suspended services due to term violations
• Dedicated Servers, Virtual Private Servers, Domain Registrations, and related services
• Alpha/Beta crashes on game services.

All refunds are made through the gateway in which initial payments were made.

We’re committed to your satisfaction, so if you hit a snag, reach out to our support team. We’re here to make sure you have the best possible experience with Premier Tier!

7. PublicPay Donations

You can seek donations to cover service costs through PublicPay. These donations are non-refundable and non-transferable. Donations credit your account and can be used for any service. Donors have no rights or remedies against us or the account holder.

8. Level of Support

At Premier Tier, we offer two levels of support to match your needs:

Unmanaged Tier – The DIY Enthusiast

For users who love to tweak configs and mods. We provide instructions and information, but you handle the rest.

We will not:

• Install Plugins / Mods (Unless containing security restricted files).
• Configuration Files
• Models / Materials
• Maps

The “Premier” Tier –  The Hassle-Free Zone

For those who want us to take care of everything. We solve problems, configure settings, and add features for you.

Note: To keep our support team efficient and focused, please select the support tier that best matches your needs. We’re here to help, but choosing the right level ensures everyone gets the best possible service.

Remember, at Premier Tier, we’re all about making your hosting experience fun and worry-free. Choose your support tier, and let’s get this party started!

9. Banned Scripts

At Premier Tier, we’re all about keeping things smooth, secure, and fun for everyone. To make sure our servers stay in tip-top shape, there are certain scripts that just aren’t allowed. Trust us, it’s for the greater good!

No-No Scripts: The following scripts are strictly banned from our services. If you sneak one of these onto our servers, your service will be terminated faster than you can say “Oops!”

• IRC egg drops
• Proxy servers
• Mail bombers
• Anonymous mailers
• IP spoofers
• Port scanners
• Hivemail
• Telnet or SSH Access Scripts
• UBB (Ultimate Bulletin Board)
• lstmrge.cgi
• phpShell
• FormMail.cgi, FormMail.pl from Matt’s Script Archive
• PERP role play for GMOD
• Grav CMD Line ?PlanetManagerName

10. FTP Restrictions

For security reasons, the following file formats are banned from upload:

• .dll
• .exe
• .so
• .bat
• .cmd
• .vbs
• .pif
• .scr
• .com

Why the Ban Hammer? These scripts can pose serious security risks, affect server performance, or just plain disrupt the fun. By keeping them off our servers, we’re ensuring a safer and more reliable experience for all our clients.

Keep It Clean: If you’re unsure whether a script is allowed, just ask! Our support team is here to help you keep things legit. Let’s work together to keep our servers running smoothly and securely.

Consequences: Installing any of these banned scripts will result in immediate termination of your service. No second chances here – we take this very seriously to protect everyone’s interests.

Remember: A happy server is a healthy server. Stick to approved scripts and enjoy a seamless hosting experience with Premier Tier!

11. Malicious Attacks

We won’t tolerate malicious attacks like Denial of Service Attacks (DDoS, DoS). If your service faces three attacks, we may terminate your service without warning.

12. Resource Usage

Premier Tier can suspend or terminate services for excessive resource usage. This includes CPU, RAM, Disk, Disk IO, and Bandwidth usage. Excessive usage is determined by examining the average usage for similar services.

13. Upgrading / Downgrading

At Premier Tier, we believe in flexibility and making sure your server fits your needs perfectly. Whether you’re scaling up for more power or scaling down for efficiency, we’ve got you covered.  Upgrades or downgrades can be processed from your account billing area via our website.

No matter if you’re upgrading or downgrading, we make sure the transition is seamless. 

14. Server Addon Usage

Addons purchased from Premier Tier are for use with our services only. Using them outside our network will lead to immediate termination. This includes Backup servers and SQL servers.

15. Registration and Account Security

Upon registration, you’ll get a username and password. Keep them safe! We’re not liable for any loss or damage if you don’t. Notify us immediately of any unauthorized use of your account.

16. Other

Discount codes are for the first billing cycle unless stated as ‘recurring’ or ‘indefinite’.