At SvenHost We value our customers and wish to provide them with a positive experience. To offer you the best service possible, all customers need to follow the same rules and guidelines. These policies are intended to make SvenHost.com’s Service available to all our customers as consistently and efficiently as possible

User-Supplied Content

All services may be used for lawful purposes only. Through SvenHost's Service, you may have access to chat areas, bulletin boards, web pages, email, or other services that enable you to send or post materials ("content") and make that content available to others. You must not submit, publish, or display on the Network any defamatory, inaccurate, abusive, obscene, infringing, or threatening content. In addition, you may not submit, publish, or display any content that violates any US Federal, State, or Local law. You are solely responsible for the content you make accessible through the SvenHost.com. Network. You may not use the Service to assist any other person or entity to violate any Federal, State, or Local laws, ordinances, or regulations.

SvenHost is not obligated to monitor the network to examine available content. You hereby acknowledge that if we are made aware of content that is determined to be, in its sole discretion, unacceptable, undesirable, offensive, indecent, obscene, excessively violent or otherwise objectionable, SvenHost has the right, but not the obligation, to edit, remove or deny access to such content. SvenHost may disclose any content or records concerning customer's account as required to satisfy any law, regulation, governmental request or court order.

Network Security

Customers may not use the SvenHost's Network with an attempt to circumvent user authentication or security of any host, network, or account. This includes, but is not limited to, accessing data not intended for the customer, logging into a server or account the customer is not expressly authorized to access, password cracking, probing the security of other networks in search of weakness, or violation of any other organization's security policy. Customers may not attempt to interfere or deny service to any user, host, or network. This includes, but is not limited to, flooding, mail bombing, or other deliberate attempts to overload or crash a host or network. SvenHost will cooperate fully with investigations of violations of systems or network security at other sites, including cooperating with law enforcement authorities in the investigation of suspected criminal violations. Users who violate system or network security may incur criminal or civil liability.

CGI Scripts

Each SvenHost's' account comes fully equipped with its own pre-configured CGI-Bin. Customers are free to use any CGI-scripts provided with their account or add any additional ones they require. Any CGI-scripts deemed to be adversely affecting the server performance or the network integrity may be shut down without prior notice. CGI-script sharing with domains not hosted by SvenHost is not allowed.

Chat Rooms

SvenHost prohibits its customers from installing outside chat rooms on their domain, as these tend to be a resource problem. SvenHost does provide its customers a choice of Java chat rooms to choose from for a nominal monthly charge. These chat rooms were designed to meet the growing needs of customers and function without hindering the performance of the servers for others.

Server Resources

Any account that uses a high amount or unfair amount of server resources (such as, but not limited to CPU time, memory usage, and network resources) will be given an option of either upgrading their service level or reducing the resource used to an acceptable or fair level. Fair/unfair will be based on the plan price compared to the percentage of the server the account is consuming.

Background Running Programs

Background daemons in general are prohibited. SvenHost will consider requests on a per-application basis. If allowed, extra charges will be assessed based on resource requirements for system maintenance.

IRC

SvenHost currently prohibits its customers from operating IRC or IRC Bots on any of the servers in the SvenHost Network.

Commercial Advertising/Mass Mailings/UCE/SPAM

You must not use the SvenHost's Network, equipment or any SvenHost's email address in connection with the transmission of spam, flames, mail bombs, or substantially similar, unsolicited email messages. Your domain may not be referenced as originator, intermediary, or reply-to address in any of the above. This prohibition extends to the sending of unsolicited mass mailings from another service that in any way implicates the use of the SvenHost's Network, equipment or any SvenHost's email address. A message is considered unsolicited if it is posted in violation of a newsgroup charter or if it is sent to a recipient who has not requested or invited the message. For purposes of this provision, merely making one's email address accessible to the public will not constitute a request or invitation to receive messages. If you are found to have spammed, without warning, SvenHost reserves the right to disable your domain/terminate your account. In addition, SvenHost may impose a $100 penalty for each spam policy violation. SvenHost solely reserves the right to refuse or cancel service to known spammers. Lastly, SvenHost reserves the right to determine what violates this policy. As such, any violation may result in cancellation of services without refund.

Distribution and/or Transmission of Obscene or Indecent Speech or Materials is strictly prohibited.

Violation of indecency and obscenity laws can result in criminal penalties.

Technical Support Boundaries

SvenHost does provide 24/7/365 Technical Support to all its Resellers and direct clients. However, we do not provide support to your clients or your resellers. SvenHost does not provide Technical Support or help with programming, HTML code, custom programming and 3rd Party Software, whether installed or pre-installed on your computer or our server.

Money Back Guarantee

All subscribers of shared hosting plans, reseller and VPS plans carry a 30-day unconditional money back guarantee (Hosting and VPS purchased under FLASH Sale offer are excluded from the 30-day money back guarantee). If you find the services to be deficient or unsatisfactory, you are entitled to a full refund of the contract amount within the first 30 days of the date of account set-up.

Dedicated Servers are not included under the 30-day money back guarantee policy. We reserve the right to decide if to issue pro-rata refunds under such circumstances.

The 30-Day Money Back Guarantee Period is only applicable for first-time signups. Second time & subsequent sign-ups are not eligible.

Software licenses, domain registration fees, domain transfer fees and domain renewal fees are excluded from the 30-day money back guarantee.

Account credits have no cash value and are extended at our discretion. Account credits can't be claimed for refund as cash in any circumstances, however clients can use credits to pay overdue invoice. Account credits expire if your account is fully terminated.

Collection of Your Personal Information

In order to access our SvenHost services, you will be asked to sign in with an e-mail address and password, which we refer to as your credentials. In most cases, these credentials will be part of SvenHost, which means you can use the same credentials to sign in to many different services offered by our website. By signing in on SvenHost site or service, you may be automatically signed into other sites and services.

You may also be requested to provide answers, which we use to help verify your identity and assist in resetting your password, as well as an alternate email address. A unique ID number will be assigned to your credentials which will be used to identify your credentials and associated information. We ask you to provide personal information, such as your e-mail address, name, home or work address or telephone number. We may also collect demographic information, such as your ZIP code, age, gender, preferences, interests and favorites. If you choose to make a purchase or sign up for a paid subscription service, we will ask for additional information, such as your credit card number and billing address, that is used to create a billing account.

We may collect information about your visit, including the pages you view, the links you click and other actions taken in connection with SvenHost's site and services. We also collect certain standard information that your browser sends to every website you visit, such as your IP address, browser type and language, access times and referring website addresses.

Use of Your Personal Information

SvenHost collects and uses your personal information to operate and improve its sites and deliver the services or carry out the transactions you have requested. These uses may include providing you with more effective customer service; making the sites or services easier to use by eliminating the need for you to repeatedly enter the same information.

We also use your personal information to communicate with you. We may send certain mandatory service communications such as welcome emails, billing reminders, information on technical service issues, and security announcements.

Sharing of Your Personal Information

We will not disclose your personal information outside of SvenHost. We allow you to choose to share your personal information so that they can contact you about our products, services or offers. Your information will be maintained confidentiality and is prohibited from using it for any other purpose. We may access and/or disclose your personal information if we believe such action is necessary in urgent circumstances to protect the personal safety of users.

Accessing Your Personal Information

You may have the ability to view or edit your personal information online. In order to help prevent your personal information from being viewed by others, you will be required to sign in with your credentials (e-mail address and password). you can write/emails us and we will contact you regarding your request.

Security of Your Personal Information

SvenHost is committed to protecting the security of your personal information. We use a variety of security procedures and we have put in place appropriate physical, electronic, and managerial procedures to help protect your personal information from unauthorized access and use. When we transmit highly confidential information (such as a password) over the Internet, we protect it through the use of encryption, such as the Secure Socket Layer (SSL) protocol. Also, it is your responsibility to keep your password confidential. Do not share this information with anyone. If you are sharing a computer with anyone you should always choose to log out before leaving a site or service to protect access to your information from subsequent users.

Changes to This Privacy Statement

We will occasionally update this privacy statement to reflect changes in our services and customer feedback. We encourage you to periodically review this statement to be informed of how SvenHost is protecting your information and managing things.

Contacting Us

SvenHost welcomes your comments regarding this privacy statement. If you have questions about this statement, please email your concern to [email protected]

ACCEPTABLE USAGE POLICY This policy is subject to change, without alternate notice, so please check regularly for updates. This policy is in addition, and considered part of SvenHost's Terms and Conditions. SvenHost will be the sole arbiter as to what constitutes a violation of this provision. If you feel you have discovered a violation of any area of our AUP (other than notices of alleged infringement by our customers or any court orders, subpoenas, search warrants, or other legal process, the email address for all of which is "[email protected] ")

Web Hosting

SvenHost reserves the right to suspend or cancel a customer's access to any or all services provided by SvenHost , where SvenHost decides that the account has been inappropriately used. SvenHost reserves the right to refuse service and /or access to its servers to anyone.

SvenHost offers various levels of web space and bandwidth allowance with the different account types. By this, we mean space for legitimate web site content and bandwidth for visitors to view it. All files on a domain must be part of the active website and linked to the site. MP3 and other large multimedia files are not web-based content. SvenHost offers a streaming media service for this type of content. All files, information and mail under the account will be preserved for 30 days from the date the payment is due. If the payment is not received after 30 days, all files, information and mail under the account may be deleted. If the subscriber wishes to reuse/reactivate the service, the subscriber may need to re-apply as a new subscriber, and an activation fee may be required.

Scripts on the site must be designed to produce web-based content, and not to use the server as an application server. Using the server to generate large volumes of email from a database is an example of activity that is not allowed. Scripts should not attempt to manipulate the timeouts on servers. These are set at the present values to ensure the reliability of the server. Sites that reset these do so because they are resource intensive, and adversely affect server performance and are therefore not allowed.

SvenHost will disable any domain that fails to adhere to the following criteria as soon as we are made aware, in line with current working practices

  1. The primary purpose of any site must be to provide web-based content to viewers. Files on the site must be linked to the web site.
  2. The primary purpose of any script must be to produce a web page. Scripts that send a single email based upon user entered information, or update a database are acceptable. Scripts that send bulk email or perform processor intensive database processes are not allowed. All outgoing mail is monitored and filtered.
  3. Sites must not contain Warez, illegal, immoral or copyright material. The onus is on you the customer to prove that you own the rights to publish material, not for SvenHost to prove that you do not.
  4. Sites must not contain MP3 files, as they do not represent active web content. Other multimedia files are acceptable if they are configured to stream to the client rather than download.
  5. Sites must not contain password protected archive (e.g. zip or rar) files, or data back ups.
  6. Sites must not contain pornographic or other lewd material. Adult Material includes all pornography, erotic images, or otherwise lewd or obscene content. The designation of "adult material" is left entirely to the discretion of SvenHost.
  7. Sites must not use excessive amounts of server resources. These include bandwidth, processor utilization and / or disk space. When a website is found to be monopolising the resources available SvenHost reserves the right to suspend that site immediately. This policy is only implemented in extreme circumstances and is intended to prevent the misuse of our servers. Customers may be offered an option whereby an upgrade option or hosting addition is necessary
  8. Sites must not contain scripts that attempt to access privileged server resources, or other sites on the same server.
  9. Any SvenHost's client wishing to utilize our infrastructure with regards to the provision of gaming services are required to provide us with a valid copy of their gaming license from their licensing jurisdiction. This must be provided to SvenHost prior to the activation of any gaming service.

Email

If SvenHost identifies a mailbox or domain that is causing problems; we will either remove the offending mailboxes or change their settings to resolve the issue. In extreme cases, we will disable email or suspend all services to the domain as appropriate.

Common issues that cause problems are:

Where a mailbox receives large volumes of undeliverable email.
Where mailboxes have forwarders set to other mailboxes where mail cannot be delivered.
Where mailboxes have forwarders and/or auto-responders that generate circular mail loops.

General

SvenHost have a Crime Liaison function and we are committed to assisting, and cooperating with, all law enforcement and government agencies in helping to reduce Internet Crime.

SvenHost will suspend access to an account which:

Contains invalid or fraudulent details.
Initiates a payment card chargeback.

Limited Liability

Any Liability of the company, including without limitation any liability for damages caused or allegedly caused by any failure of performance, error, omission, interruption, deletion, defect, delay in operation or transmission, communications line failure, theft or Destruction of or unauthorized access to, alteration of, or use of records, Whether for breach of contract, tortuous behavior, negligence, or under any other cause of action, shall be strictly limited to the amount paid by or on behalf of the subscriber to the company for the current month.

Should any provision of this agreement be held to be illegal, invalid, or unenforceable by a court of law, the legality, validity and enforceability of the remaining provisions of this agreement shall remain unaffected thereby unless otherwise stated.

These Terms and Conditions supersede all previous representations, understandings or agreements and shall prevail notwithstanding any variance with terms and conditions of any order submitted. Use of SvenHost Service constitutes acceptance of these Terms and Conditions.

This SvenHost's Service Level Agreement ("SLA") applies to all shared and dedicated clients. The Client agrees that measurements via our third party establish the eligibility for any applicable Performance Credit. In the event that the Client determines that a discrepancy in such measurement exists, Client shall promptly notify SvenHost and Client will mutually agree upon the validity and accuracy of the measurement, and upon Client's eligibility for any applicable Performance Credits.

This SLA may be amended at any time by SvenHost.

SvenHost's Network is defined as the equipment, software, and facilities within the SvenHost network segment, including SvenHost’s contracted ISP services to which the SvenHost network segment is connected and collectively utilized by SvenHost to provide dedicated and co-location services.

Service Availability is the total time in a calendar month that the SvenHost is available through the Internet, provided that Client has established connectivity. SvenHost takes responsibility for the Service Availability within its immediate network segment, and cannot be held liable for problems directly related to an upstream bandwidth provider. The SvenHost Network will be available to clients free of Network Outages for 99.9% of the time.

Service Downtime is any unplanned interruption in Service Availability during which the Client is unable to access the services as described in preceding section, provided the interruption is determined to have been caused by a problem in the immediate SvenHost's network segment as confirmed by SvenHost. Service Downtime is measured as the total length of time of the unplanned interruption in Service Availability during a calendar month. SvenHost is not responsible for any unplanned outages due to third-party software failure are the direct responsibility of the software publisher and not of SvenHost.

Scheduled Service Downtime is any SvenHost interruption of Hosting Services. Scheduled Service Downtime occurs during a SvenHost server maintenance window, which occurs in conjunction with a 24 hour notice to the Client via electronic communication.

Performance Credit occurs when 99.9% uptime is not met. SvenHost will refund the customer 5% of the monthly fee for each 60 minutes of downtime (up to 100% of the customer's monthly fee in account credits). Network downtime is measured from the time a trouble ticket is opened by a customer to the time the server is once again able to transmit and receive data.

Monitoring Service is the service SvenHost provides in order to analyze availability of HTTP based services and applications through its third party monitoring system.

Service Downtime Performance Credit

In the event of Service Downtime in which monthly Service Availability is less than 99.9%, Client will receive a Performance Credit as described above.

Service Exclusions

This SLA does not cover Service Downtime caused by problems in the following:

Client's local area network.
Client-provided Internet connectivity or end-user software.
Entities inside Client's internal network including, but not limited to, firewall configuration and bandwidth shaping, local area workstations, or other servers, equipment, and software that have a potential bearing on the local networking environment.

Service Downtime Exclusions

The following are excluded from the monthly calculation of Service Availability:

Any utilized Scheduled Service Downtime
Any problems beyond the immediate SvenHost's network segment
Any interruptions, delays or failures caused by Client or Client's employees, agents, or subcontractors, such as, but not limited to, the following:

  1. Inaccurate configuration
  2. Non-compliant use of any software installed on the server
  3. Client initiated server over-utilization
  4. Any problems related to attacks on the machine such as hacking, bandwidth-based attacks of any nature, and service or operating system exploits.

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