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dbwebnet, inc. Guarantee*

  1.  If you call the “dedicated” support telephone number or enter a request into the ticket system during normal business hours**, someone will respond to your inquiry within 60 minutes or less or the labor required to address your issue will be FREE.
  2. We will take action on your issue in less than four hours during normal business hours unless you agree otherwise,  or the labor required to address your issue will be FREE.
  3. We will keep you updated as to the progress we are making at each milestone or the labor required to address your issue will be FREE.
  4. We will fix it right*** the first time or the additional labor required to address your issue will be FREE.
  5. We will deliver on-time and on budget.  We will agree to performance metrics, penalties and bonuses prior to a written, quoted engagement.
  6. We will talk to you in Plain English or we will deliver a gift certificate to you.

*        The Guarantee is extended to established customers currently paying within terms.

**      Normal Business Hours are weekdays 7:30 AM to 4:30 PM MST .  Holidays are excluded.

***  “Fix it right” assumes that you describe the issue adequately and disclose the circumstances fully, and that you will allow us to fix the issue in a manner that we believe will result in your satisfaction.   It does not transfer the responsibility of your employees, software or hardware vendors to dbwebnet, inc.  where we would not be reasonably expected to know the resolution of the issue such as a “bug” in software, hardware or firmware.