1. Who Are We?

2. Why Trust Us?

3. What Makes Us Different?

4. Do we offer test servers?

5. Do we sponsor?

1. What Forms Of Payment Do We Accept?

2. Do I Have To Manually Renew Each Payment Period?

3. How Long Does Server Setup Take?

4. Can I Upgrade Or Downgrade At Any Time?

5. How Do I Cancel Your Services?

6. What Is Your Refund Policy?

Founded in March 2005, Hi-Definition Gaming LLC (A Michigan Company) is a privately held entertainment services provider catering to competitive adult gamers. We are THE original performance based entertainment services provider, bringing to market our Definition product lines and creating the vernacular of the current market. Often imitated and copied, there is still only one true market leader writing the definition of performance - Hi-Definition Gaming LLC.

While being a fully registered business in the State of Michigan for over 3 years is nothing to scoff at, we also practice extremely sound judgement in our daily operation. You can rest assured that the information you provide us (names, phone numbers, addresses, billing information, or anything else) will never be used for malicious purposes, sold to any advertising or spam companies, nor will it ever leave our secure environment. We do not possess any special or golden machines that are used for testing purposes for the intent of luring potential clients in and then switching them to systems which are overloaded or perform poorly. We only provide test services on production machines during prime hours (7-10PM EST). Why? This is when you'll be using the server. We want you to know that we're not afraid of selling you service on the exact IP you tested, letting you test that service out in practices and scrimmages during prime time hours (when everyone else is using their service). We also offer extremely fair terms for service refunds, location transfers, service upgrades and downgrades, and service flexibility for big matches. We do not steal, cheat, lie or manipulate (and it is sad that, in this market, something like that needs to be said). We do not have account resellers or affiliates...you deal with our staff at all times if you are in the market for, or, are currently a client, of our services. None of our staff is provided any commission for sales. We offer a 100% no pressure sales team which will provide specifications and offer opinions only on items like location choice. We do not overstate our products, we do not denigrate our competition and we do not allow rude behavior (from customers, potential customers or from staff).

All of our gaming service systems are identical. We use the same hardware specifications (listed on our Hardware page under Infrastructure), linux distribution (listed on our Operating System page under Infrastructure), kernel, game files, installation packages, control panel and anything else you can think of, on every machine. Each game service machine has 8 cores (2 Quadcore Intel Xeon processors), no more than 8-10 game services per system, 4GB Memory, 160GB of disk space, CentOS Linux, our Black Box control panel, and our proprietary Pure 2.0 Kernel. Typical maximum CPU usage of any one game system during the course of one day is 30% utilization. Typical maximum RAM usage of any one game system during the course of one day is 60% (including the RAM usage by our operating system, control panel and other services required for operation). Our Pure 2.0 Kernel provides smooth gameplay with stable FPS. Here is a list of the typical FPS response of our VALVe gametypes and packages when fully loaded under Pure 2.0 Kernel:

- Half-Life 1 Series (Counter Strike 1.6, Condition Zero, Day of Defeat)
-Ultimate Definition - 999/1000FPS Sustained
-Pro Definition - 499/500FPS Sustained
-Super Definition - 333FPS Sustained
-Enhanced Definition - 166FPS Sustained

- Half-Life 2 Series (Counter-Strike Source, Day of Defeat Source, Team Fortress 2)
-Ultimate Definition - 975-990FPS Sustained
-Pro Definition - 495-500FPS Sustained
-Super Definition - 122-125FPS Sustained

Yes, we offer one-hour private test servers (by request only) for all of our private services between the hours of 7PM and 10PM EST - Sunday through Thursday (although we may setup tests outside of that time if our support queue is not heavy). Any public test service requests will be provided a private server to test. We do not provide repeat test servers unless your last test server request was 3+ months in the past. Included with our test servers are access to the following: any location, any gametype, any package, rcon, private password, all league configs (including lo3), all league maps (plus additional map packages like aim and fy). The test server is installed with the exact same file package as our client services, the only difference being you are not provided ftp or control panel access with a test. We allow you to purchase service on the exact IP you tested by listing that IP on the special instructions input on the order form (we also highly suggest you do this whenever possible at any host you may use).

No, we do not sponsor teams, entities or individuals. Despite our original business model which marketed our services around world elite competitive teams, we have since moved to the other extreme model and no longer sponsor. Why? It is our belief that our name is well known in the market and no further market penetration can be created through competitive team sponsorship alone.

We currently accept all payment through Paypal Inc. (https://www.paypal.com). Paypal is a secure internet payment processor which allows account holders to pay for products and services online without revealing their credit card or bank account information to the merchant. Paypal accounts are free, there are no annual fees or membership dues. If you do not have a Paypal account or do not wish to have one (or don't like Paypal, for that matter), we also provide direct credit card processing through Paypal's processing network. To do this, simply choose the option "Don't have a PayPal account? Use your credit card or bank account (where available)" underneath the Paypal login after our order form relays you to them to process payment.

No, when you pay for our services you create a subscription which will auto-renew through Paypal on the proper date for your payment term. Customers not wanting to auto-renew will need to cancel their subscription prior to its renewal in Paypal and then re-subscribe each term to continue service on their schedule.

There is no concrete answer to this question, sadly. We do not automate our setups due to fraud and performance concerns. After payment is sent to our company through Paypal, an email is dispatched to the purchasers primary registered Paypal email address from our company. The purchaser must respond to this email as directed prior to any service being enabled. After we receive the proper response from purchaser, service is enabled within 12 hours unless the payment has yet to clear (Paypal E-Checks, payments through bank accounts, often take 4-7 days to clear). For more information on our verification procedure, please read the knowledgebase in our support system located here: http://hd-gaming.com/whmcs/knowledgebase.php?action=displayarticle&catid=8&id=6

Clients often take baby steps with our company, testing the waters with lower end packages before deciding to upgrade to our higher end services. Upgrading is fairly easy and straightforward. First, client will need to purchase the new service they desire to have from our site (adding this service to their current billing profile). On that order, place in the special instructions that this service is an upgrade and provide the current IP and Username of the service to be upgraded. After you've paid for this service, file a quick billing support ticket from your billing & support account stating that you are upgrading service. That is all a client needs to do to upgrade. On our end of this upgrade, we manually upgrade your service (typically on the same IP and same instance as you have now) to what you've just ordered, cancel your old subscription on Paypal, calculate the pro-rated refund due back to you on the old service payment (using a 31 day schedule, typically) and then issue that refund.

If, on the other hand, money is tight (or for any other reason) and a client wishes to downgrade, they may do say at the end of their payment term for that service. Simply cancel the subscription for that service on Paypal, file a billing support ticket from your support account with us and give us notice that you plan to re-order a lower service package for the following term. We will hold your account on suspension from being removed when the funds expire and provide you with the date for which to make good on this package downgrade. We will also typically remind you to do this in the days immediately preceeding expiration.

Cancelling our services is ridiculously easy. You do not have to file a support ticket, you do not have to give reason, you do not have to do a great many things that other companies force you to do before relenting on a cancel. Simply access your Paypal account, find your active subscription to our company and then cancel it. That's it. There is a more in-depth article about this in our knowledgebase here: http://hd-gaming.com/whmcs/knowledgebase.php?action=displayarticle&catid=8&id=5. We do prefer this cancellation to take place at least 48 hours prior to renewal to help schedule service removal, balance budgets and to prepare the space for resale on the market. If there is anytihng at all wrong with your service (pricing, performance, latency, anything), please let us know right away with a support ticket or by speaking to our staff on IRC. Often times we are able to improve routing, transfer service to another location, troubleshoot service issues and provide some flexibility on pricing.

Unlike most companies in the entertainment services market, we are not afraid to provide refunds and list that policy on our site. All refunds are limited to new client services within the first 14 days of service with our company. The maximum refund amount is $65USD or 50% of the purchase price (always the lesser of the two). To receive such a refund, for any reason, within the first 14 days of service as a new client, simply file a support ticket in your support account requesting such. Depending on the timing of the request, you may also either ask that the refund be provided immediately (in which case service is removed immediately) or at the end of the 14 day term (in which case we mark your ticket as pending removal and issue the refund on the 14th day of service). Either way, this is an exceedingly fair refund policy. This refund policy does NOT preclude service credits covered under our SLA.