Service Policy

(Updated 17th Nov 2007)

Please read the following before making your purchase.

General

* At the moment, most operations are being handled manually.
While we strive to ensure that you receive the best service possible, there may be times when there are problems.
In such situation, we will credit you the time.

* We reserve the right to amend the Service Policy without prior notice.

* Our rack is located in Singapore with a 1024Kbps upstream speed.
Please try pinging the rack at "aslrack.no-ip.biz". If the time is above 300ms, your access speed will most likely be slow.

* Sometimes the rack access speed might be slower than usual. This could be due to our ISP problem or due to some congestion along the way. Since this is something beyond our control, you can cancel your session at no penalty once we have confirmed it.

* All rack rental slot sales are final and non-refundable.

Rack

* If there are any hardware problems, please inform us and we will check.
If there is, we will credit you the time. If the problem lies with your configuration, no compensation will be given.

* We reserve the right to cancel any rack time due to problems such as hardware issues. Your rack time will be credited to you.

* Please do not erase the flash.

* Please clear off any password you have set. This will ensure our scripts will clear off your configurations.

* Please check your equipments to make sure they can be used.
If there are any problems, please email us within the first 10 minutes so we can compensate you the time.

* While we strive to ensure that the configurations of the previous users are erased prior to your session, our scripts might sometime fail to do so due to reasons like password protection etc.

* While we strive to ensure that the configurations are emailed to you after your session, our scripts might sometime fail to do so due to reasons like email server not responding etc.

* Our rack is not protected by UPS; this is the same for the actual CCIE lab. Please save your configurations often.

* While access to the backbone routers are available, please DO NOT change the configurations of it. If you do, please revert back to the original configurations.

Rescheduling

* You should notify us of any rescheduling or cancellation at least 24 hours before the start time. A confirmation email will be sent to you.

* No compensation will be given if the above condition is violated.

Support

* Support is being done on a best effort basis. We DO NOT provide 24/7 support. If you have any special request, please try to email us at least 24 hours in advance.

* In case of any problem with Aces-Star website, you can reach us at aslrack1@gmail.com