If for any reason during the first 30 days as a Marken Hosting customer, you are not completely satisfied with any of our services, we will cancel your account and refund your web hosting charges in full. Cancellations must be made in writing to accounts@marken.com.au.

Your business relies on your web site, so it’s important to know that your web site is always available for your customers to view and use.

Many hosts now advertise 99.9% uptime rates (the percentage of time that their web server is actually working), however often this is simply a statement of intent – not a reflection of reality.

Marken Hosting wants you to know that our claim to 99.9% uptime is backed by actual performance, as shown by the log results from our data centre during 2004-2005. You can count on your web site to be available for your customers to use if you choose Marken Hosting.

What Makes Marken Hosting The Best Host For Australian Business - Our Support Policy

From time to time, you are going to need your web hosting provider to do something for you. You might have a question about how to install an application, you might need help restoring a lost file, or you might not be able to get to your site and you can't figure out why.

It's at these times that you will be glad you chose Marken Hosting.

We always answer. We answer every single email we receive. We never leave you in the dark.

We respond quickly. Being based in Australia, our support team works when you do - Australian business hours. Your red-alert email sent at 9am wont go unanswered until midnight because we're on American time. By the same token, we don't stop at 5pm. We work extended hours because we know sometimes you do too. Weekends included. During business hours you can generally expect a response within half an hour. Within a few hours at other times.

We answer ALL your questions. We don't skim your emails for keywords and talk around the issue - we answer your enquiries point by point in plain English, until we're sure that we've covered all your questions and concerns.

Our answers are relevant. Ever spend a couple of days repeatedly calling a hosting business that offers phone support because after several calls the operator is still fobbing you off with “fixes” that don’t seem relevant? We support by email so we can check off your questions and concerns methodically to answer every single one, the first time they’re asked.

Your questions are answered by people who can really help. Some hosts advertise support by phone to give the impression that they’re immediately accessible. Don’t be fooled. Phone support only works if the person you speak to can actually answer your questions there and then, and is in a position to fix the problem themselves. In the real world, you’re more likely to get a half-baked response from an under-skilled call centre worker who may not even be employed directly by the company you’re calling.

We support by email so we can list your questions and concerns to address each one in a written reply that you can refer back to as many times as you need to. The people who answer your enquiries are the people running the show, with full authority to carry out any work that needs to be done. Remember – a thorough reply by email within a half-hour from someone who can help you is worth much more than a couple of days of sitting in call queues, leaving phone messages and trying out a dozen “fixes” thrown at you by people who don’t know what you’re talking about, and who would have to get someone else at the company to do something for them even if they did.

We’re always on watch. We monitor our servers 24 hours a day seven days a week. If something happens at 3am we’re on it. We also offer a remote server status page hosted at another location so that if something does go wrong, you can see regular updates to show what we’re doing about it. Marken Hosting will never put you in a situation where you don't know what's going on.