By using DediDoc (HostDoc, our, us or we) products and services, you (you, your or Customer) agree to comply with our policies. We expect you to have a basic knowledge of how the Internet functions, the types of uses that are generally acceptable, and the types of uses that are to be avoided. Common sense is the best guide as to what is considered acceptable use. This Acceptable Use Policy (this AUP) is incorporated by this reference into each Master Service Agreement, Colocation Agreement and/or Service Order. Your use of our products and services is subject to your acceptance and compliance with our terms. YOU HEREBY REPRESENT AND WARRANT THAT YOU HAVE READ, UNDERSTOOD AND ACCEPTED THE TERMS.
Our products and services may be used only for lawful purposes. Torrenting, DDoS, Port scanning and exploit scanning of Internet IPs, excluding those assigned to yourself, is forbidden.
Communications with or submitted to HostDoc including but not limited to emails, support tickets, chats, and voice conversations are the exclusive property of HostDoc Hosting Ltd and are not to be copied, shared, or otherwise reproduced without prior explicit written permission from HostDoc Hosting.
Foul, explicit, rude, or abusive language will not be tolerated and may result in immediate account termination without refund. Threats of physical violence shall be grounds for immediate termination of services without refund. Threats or discussion in private or public of taking legal action against HostDoc Hosting Ltd or any of our sub brands may result in immediate termination of all services at our sole discretion. We love working with our customers. If there is an issue with your account please let us know directly so that we can assist you.
You may not:
- send unsolicited bulk messages over the Internet (spamming);
- create fake weblog or weblogs which are intended or reasonably likely to promote the authors affiliated websites or to increase the search engine rankings of associated sites (splogs); or
- send spam to weblog sites or automatically post random comments or promotions for commercial services to weblogs (spamming blogs).
All users must comply with all relevant legislation and regulations on bulk and commercial e-mail, including but not limited to the CAN-SPAM Act of 2003. Users may not send mass unsolicited e-mail, which is email that is sent to recipients who have not opted-in to mailings from the user. Users who send mass mailings must maintain complete and accurate records of all consents and opt-ins and provide such records to Incero upon its request. If a user cannot provide positive and verifiable proof of such consents and opt-ins, we will consider the mass mailing to be unsolicited. Users are prohibited from operating mailing lists, listservs, or mailing services that do not target an audience that has voluntarily signed up for e-mail information using an opt-in process or that has made their e-mail addresses available to a user for distribution of information. Users who operate mailing lists must maintain complete and accurate records of all consents and opt-in elections and provide such records to Incero upon its request. If a user cannot provide positive and verifiable proof of such consents and opt-in elections, we will consider the list mailing to be unsolicited. Any user-maintained mailing list must also allow any party on the list to remove itself automatically and permanently. Other prohibited activities include, without limitation, the following:
- use of our network for the receipt of replies to unsolicited mass e-mail;
- forgery of e-mail headers (spoofing);
- spamming via third-party proxy, aggregation of proxy lists, or installation of proxy mailing software;
- configuration of a mail server to accept and process third-party messages for sending without user identification and authentication;
- hosting web pages advertised within spam e-mail sent from another network (spamvertising);
- hosting web pages or providing services that support spam;
- any other unsolicited bulk messages, postings, or transmissions through media such as weblog posts, IRC/chat room messages, guestbook entries, HTTP referrer log entries, usenet posts, pop-up messages, instant messages, or SMS messages; and
- instructing others in any activity prohibited by this AUP.
If you or any user that is your customer use our products or services in a manner that causes us or our affiliates or customers to be blacklisted or blocked, we reserve the right to (i) suspend permanently or terminate your Incero services and/or (ii) suspend permanently or terminate your access to the Incero services. Operating our products or services on behalf of, or in connection with, or reselling any service to persons or firms listed in the Spamhaus Register of Known Spam Operations database at http://www.spamhaus.org shall constitute a violation of our AUP. If, as a result of your actions, our mail servers or IP address ranges are placed on black hole lists or other mail filtering software systems, we shall charge you £120 upfront and £26 per hour thereafter for any necessary remedial actions.
Offers, quotes, and other pricing information provided is provided on “at current time” basis. A variety of factors affect our ability to deliver a product or service at a certain price including but not limited to; hardware stock, vendor stock, staff availability, and network capacity. If at any time we deem that we are no longer able to offer a product or service at a quoted price we may withdraw that offer at any time. If a client has made payment for a product or service at a certain price and we then decide to retract that offer after payment has been received we will issue a refund of the monies received for that particular item or service.
When we become aware of a violation or an alleged violation of ourterms, we will initiate an investigation. During the investigation we may restrict Customers access in order to prevent further possible unauthorized activity. Depending on the severity of the violation, we may, in our sole discretion, restrict, suspend, or terminate Customers account and/or pursue other civil remedies. If such violation is a criminal offense, we will notify the appropriate law enforcement department of such violation. We reserve the right to disclose information relating to you and your use of our products and services, if such information is disclosed in connection with an investigation or in order to prevent the death of or bodily harm to any individual, as determined by us in our sole discretion. We do not issue service credits for any product or service incurred through service disablement resulting from policy violations and we will not be in default for so disabling any such services. You shall be liable for all costs and expenses incurred by us resulting from an investigation of your prohibited use of our products and services. You will cooperate and comply with any investigation regarding these terms or the use of our products or services, including, without limitation, the following: discovery orders, subpoenas, freeze orders, search warrants, information requests, wire taps, electronic intercepts and surveillance, preservation requests, and any other order from a court, government entity or regulatory agency. We may enforce this clause, with or without notice to you, by any action we deem reasonable, in our sole discretion. In addition to the remedial provisions provided elsewhere in these terms, we may:
- disable access to a your content that violates this AUP;
- suspend or terminate your a access to our products and services ;
- remove DNS records from Servers;
- block mail or any other network service;
- effect IP address null routing (and also charge a monthly fee or one time fee for maintaining the null route); and/or
- take legal action against you to enforce compliance with our terms.
Abuse fees of £150 per hour (minimum billing increment is 1 hour) may be billed to your account at HostDocs discretion for time spent handling any investigation or abuse reports. Abuse fees are due in full within 12 hours and must be paid before any suspended service may be reactivated, suspended services may also be charged a reactivation fee of £150. Failure to pay abuse fees by the due date or failure to respond to abuse tickets promptly may result in suspension or termination of all services within the account as well as the use of debt collectors. Terminated services will not be reactivated. Before reactivating suspended services we may require prepayments for the next billing period and for any currently open invoice to be settled immediately.
We try and have servers provisioned within two hours of account approval. Some orders could take longer and could be anywhere from 24hours to 72 hours.
Custom ordered server configurations may take up to 60 calendar days to deploy. If your order is projected to take longer than our average deployment time you will be contacted; we strive to always deploy your server as soon as possible. No refund will be provided for servers that are cancelled while waiting for deployment.
Customers may not update the firmware or change the firmware on the hardware rented to them by HostDoc. If the hardware in use requires a firmware update please request assistance from us in a support ticket. Incorrectly applied firmware updates by the customer can make the hardware unusable, in such cases the customer is liable for the cost of a new replacement plus costs incurred for shipping, taxes, and installation. Our hardware SLA will not apply when outages are caused by the customer applying firmware updates without permission from HostDoc.
System software support is only provided for fully managed server customers. Absolutely no software support is provided for unmanaged server customers, unmanaged clients can certainly submit support requests relating to replacing failed hardware. All servers come with integrated IPMI/KVM allowing you complete remote control over the system. Our unmanaged products are intended for expert system administrators, or those who have their own system administrators already employed. Unmanaged customers facing KVM or hardware outages will be dealt with on a best effort basis during business hours, however immediate response and assistance can be received with the use of a high priority ticket (which will incur a fee of £55 and that fee will be refunded if the issue indeed turns out to be hardware failure). Our SLA is applicable only to issues where a customer has opened and paid for a high priority ticket (the £55 high priority ticket fee will be refunded if the issue turns out to be hardware failure). Managed customers hardware is monitored 24/7 and high priority tickets for managed clients are free of charge for dealing with any hardware or website outages. Additional works not covered by an existing contract will be billed at £115/hour.
Bandwidth allocations on all services are counted as IN+OUT. If you exceed your bandwidth allocation your port may be capped to 10mbit/second for the rest of the billing period, or you may purchase additional transfer by contacting sales. We reserve the right to reduce a client’s port speed if the client is expected to exceed their allowance. This cap will remain in place until the client provides a deposit for estimated overages or upgrades their bandwidth plan so that their expected usage will not incur any overages.
Raising a billing dispute with our payment processors or charging back a payment made to HostDoc will place your clientarea account in bad standing. We reserve the right to immediately terminate all services without refund for accounts in bad standing. Termination of services does not remove payment obligations, and court or collections processes may begin to recover funds owed to Incero.
We require at least 10 days cancellation notice via a ticket in the clientsarea. If you fail to provide notice 10 days before the end of your billing period you agree to be billed for 1 more period. Cancellations of services are effective immediately. If 60 days notice is provided then a date can be set for your machine to come offline.
We reserve the right to immediately suspend all services in your account when a cancellation request is submitted while there are any unpaid invoices in the account, we may also make the outstanding invoices due immediately, services will be restored when outstanding debts have been paid. All colocation services have a minimum term of six months, cancelling before the end of the term requires immediate payment of the remaining term by check or wire. A minimum of 30 days cancellation notice is required for all colocation services, cancellation notice must be submitted as a support ticket at portal2.incero.com (emails are not accepted). Cancelling a server in your account may result in price changes on other servers in your account, for example we may have provided additional servers at a discounted/bulk rates based on your original server(s) or overall account spend. We reserve the right to immediately change product pricing for remaining services when any other service is cancelled. No refunds will be provided for any prepaid service(s).