Last Revised: 2026-08-18 13:46
COMMON DEFINITIONS REGISTRY
Article 1 — Purpose, Scope & Interpretation Rules
1.1. Purpose & Single Source of Truth
This Common Definitions Registry (DOC-002) constitutes the sole, binding, and authoritative source of interpretation for all legal, commercial, regulatory, and technical concepts utilized across the entire contractual framework of Prootzos Online. Every term defined herein strictly maintains the identical legal and operational meaning across all interconnected documents (DOC-001 through DOC-012), as well as in every individual Specific Agreement, Technical Specification, Order Form, or Statement of Work.1.2. Scope, Binding Nature & Severability Clause
The definitions set forth herein apply universally to every transactional, technical, and contractual relationship between the Provider and the Client. No oral statement, standard trade practice, or external third-party terminology may alter or supersede the terms defined in this Registry. If any definition or provision of this document is held to be invalid, void, or unenforceable by a court of competent jurisdiction or administrative authority, the validity, legality, and enforceability of the remaining definitions and provisions shall remain fully unaffected and in full force and effect.1.3. Rules of Interpretation & Linguistic Precedence
- In the event of any interpretive ambiguity or apparent conflict between individual documents, the definitions in this Registry shall prevail over any other general or specific language.
- The Greek version of this document constitutes the original, official, and legally binding master text. Any translation into the English language is issued solely for convenience. In case of any discrepancy, contradiction, or divergence of interpretation, the Greek version shall fully prevail.
Article 2 — Corporate Identity & Contracting Parties
2.1. Provider / Company
The sole proprietorship providing internet services, hosting, and technical infrastructure management operating under the trade name "Prootzos Online", having its registered tax seat at 46 Karkavitsa Street, Postal Code 27131, Pyrgos Ilias, Greece, Tax Registration Number (VAT) EL 047648274 (Tax Office of Pyrgos), legally represented by Nikolaos Prountzos (CEO), with official website[https://prootzos.com](https://prootzos.com), contact telephone +30 2621 121 373, and contact email contact@prootzos.com.
2.2. Client / Subscriber
Any natural or legal person who registers an account, places an order, pays a subscription fee, or electronically accepts the contractual terms to acquire, lease, or use the Services of the Provider, acting either as an end user or in the capacity of a reseller/administrator.2.3. Remote-First Operating Model
The operational framework under which the Provider designs, delivers, provisions, and supports the entirety of its services exclusively through digital, electronic, and telephone channels. The declared business address functions strictly and exclusively as a fiscal/tax seat and postal mailing address. Physical customer reception, in-person service, or on-premise technical support at the registered office is strictly prohibited and unavailable.Article 3 — Digital Interfaces & Management Systems
3.1. Client Area
The secure digital customer and subscription management environment, powered by the WHMCS platform, accessible via the Provider's primary website. The Client Area serves as the exclusive portal for processing financial transactions, issuing and paying invoices, managing Domain names, managing commercial SSL certificates, submitting and tracking Support Tickets, accessing the Knowledgebase, and reviewing Network Status announcements.3.2. Hosting Controller
The central control panel and service configuration interface, powered by the ISPConfig platform. It constitutes the sole authorized technical interface for managing websites, virtual host configurations (vHosts), databases, email mailboxes, DNS zones, and basic virtual machine operations via the integrated Proxmox module.3.3. Support Ticket
The official, uniquely numbered, and traceable digital record of a support request or incident report, submitted exclusively through the Client Area or via authorized email-piping. It constitutes the only recognized medium for logging, prioritizing, and triggering the obligations under the SLA (DOC-004).Article 4 — Service Classification & Commercial Terms
4.1. Core Managed Service
The standardized hosting and infrastructure management tier, under which the Provider undertakes exclusively the maintenance, security patching, and monitoring of the operating system (Debian Linux), the hypervisor (Proxmox VE), and core operational daemons (Web, Mail, Database, DNS).4.2. Professional Services (Billable)
Any specialized technical engineering, architectural design, consulting intervention, performance tuning, application debugging, or syntax/configuration troubleshooting that falls outside the boundaries of the Core Managed Service. These services are governed by DOC-009 and are provided upon express agreement on an hourly or fixed-fee basis (Billable).4.3. Setup Fee
The non-recurring upfront fee covering initial environment provisioning, hardware allocation, network routing, and security baseline hardening for Managed Virtual Machines and Managed Dedicated Servers. This fee is strictly non-refundable, covering immediately consumed engineering hours. In B2C consumer transactions, commencement of provisioning prior to the expiration of the statutory withdrawal period requires the consumer's prior express consent and acknowledgment that the right of withdrawal is forfeited once the provisioning service is fully performed (DOC-011).4.4. Account Credits
The nominal accounting balance credited to the Client's profile within the Client Area pursuant to DOC-011. Account Credits are used exclusively for the settlement of future invoices, renewals, or the acquisition of new services within the Provider's infrastructure. They are non-transferable, non-interest-bearing, and under no circumstances redeemable for cash or bank refunds, subject strictly to mandatory consumer protection statutory provisions (Law 2251/1994 & Directive 2011/83/EU) regarding valid and timely exercise of the consumer right of withdrawal (B2C) as detailed in DOC-011.4.5. Domain Registration & DNS Service
The intermediary service for registering, renewing, and managing domain names via accredited registries (EETT, ICANN, Openprovider) in accordance with DOC-008. The complimentary provision of DNS zone management (A, AAAA, CNAME, MX, TXT, SRV records) applies strictly and exclusively to domain names actively registered with Prootzos Online or directly attached to an active hosting subscription.4.6. SSL Certificates (Automated & Commercial SSL)
- Automated SSL (Let's Encrypt): Complimentary SSL certificate automatically issued and renewed via the Controller, subject strictly to proper DNS A/AAAA record routing to the server IP. Issuance failure caused by third-party DNS routing issues does not constitute an infrastructure fault.
- Commercial SSL: Certificates requiring extended validation (DV, OV, EV) issued via external Certificate Authorities (CAs). Complimentary installation support is provided exclusively for certificates purchased directly through Prootzos Online.
4.7. WordPress Development & Support (WP Retainer)
Design, custom theme/plugin development, or programming services for the WordPress/WooCommerce ecosystem, executed strictly pursuant to an approved Statement of Work (SOW). Any post-delivery technical support is contingent upon an active monthly WordPress Maintenance Retainer.4.8. Prorated Upgrade Billing
The automated accounting adjustment and billing of the price difference between an existing service tier and an upgraded tier for the remaining duration of the active billing cycle when an Upgrade is initiated via the Client Area. Unused balances from the prior tier are credited on a pro-rata basis strictly against the upgrade invoice (DOC-011).4.9. Promotional Pricing (First-Cycle Discount)
Any promotional discount, coupon code, or introductory price offer applies strictly and exclusively to the first (1st) billing cycle of the service (e.g., initial month or initial year). Every subsequent renewal is automatically billed at the standard, non-discounted official catalog price of Prootzos Online (DOC-011).4.10. Website & Server Migration Services
The technical process of transferring websites, databases, and mailboxes from external providers. Complimentary migration is provided strictly up to the limit of three (3) websites and a cumulative data volume of 5 GB. Any migration exceeding these limits, as well as any server-level transfer (Server-level / Bare-Metal / cPanel / Plesk / ISPConfig import), constitutes an entirely Billable Professional Service (DOC-009).Article 5 — Technical Architecture, Configuration & vHost Management
5.1. Shared Hosting
A multi-tenant hosting environment on shared physical infrastructure governed by strict cgroups isolation. Web server and PHP configurations are standardized, pre-configured, and locked by the Provider.5.2. Managed VM & Managed Dedicated Server
Isolated environments operating as virtual machines (Proxmox KVM) or bare-metal physical servers. The Provider retains operating system management. Client virtualization management is strictly limited to Start, Stop, Reboot, and resource statistics via the Controller UI, without access to Proxmox VNC consoles, ISO mounting, or VLAN reconfiguration.5.3. vHost Options Tab & Custom Directives
- Availability: The Options tab is locked/disabled in Shared Hosting and active exclusively in Managed VM and Managed Dedicated Server environments.
- Custom Directives: Advanced configuration commands for the web server (Apache/Nginx Directives) or runtime parameters (PHP Directives / php.ini snippets) entered under the Client's exclusive technical responsibility.
- Disclaimer of Liability & Crash Recovery: The Client bears sole liability for directive syntax and stability. The Provider assumes zero civil, criminal, or contractual liability for service interruptions, revenue loss, data leakage, security vulnerabilities, or complete web server crashes caused directly or indirectly by custom directives. Crash troubleshooting and daemon recovery are performed exclusively as a Billable Professional Service (DOC-009) with a minimum charge of one (1) engineering hour.
+-----------------------------------------------------------------------------------+
| vHOST OPTIONS TAB GOVERNANCE |
+-----------------------------------------------------------------------------------+
| SHARED HOSTING: | Options Tab LOCKED (Zero Client Risk) |
+-----------------------------+-----------------------------------------------------+
| MANAGED VM / DEDICATED: | Options Tab ACTIVE (Full Client Responsibility) |
+-----------------------------+-----------------------------------------------------+
| SYNTAX ERROR / CRASH: | Recovery EXCLUSIVELY as Billable Pro Service (1h+) |
+-----------------------------------------------------------------------------------+
5.4. Resource Cgroups Enactment
The kernel-level resource containment and allocation mechanism (cgroups v2) enforcing CPU, RAM, Disk I/O, and maximum process limits (Nproc) to eliminate Noisy Neighbor degradation. Cgroups policies operate silently at the operating system layer and are not displayed as metrics within the Controller UI.5.5. Storage & Bandwidth Quotas
The sole resource utilization metrics displayed and managed via the Controller UI:- Storage Quota: Enforced at the filesystem layer (Filesystem Quota). Reaching 100% capacity results in immediate system inability to write new files, logs, database sessions, or incoming emails, which represents a natural operating system state and not an infrastructure malfunction. The Client bears sole responsibility for monitoring and maintaining an adequate storage buffer.
- Traffic / Bandwidth Quota: The monthly maximum data transfer limit. Exceeding this quota triggers an automated service suspension (HTTP 509 Bandwidth Limit Exceeded) until the commencement of the next billing cycle or the purchase of additional quota.
5.6. File Access Levels & Background Daemon Prohibition
The Provider does not grant full root shell access (Full Root / sudo) under any circumstances. Access is strictly limited to chrooted FTP or jailed sFTP/SSH environments (via Jailkit), restricted to the/var/www/clients/clientX/webY document root. Access is intended solely for file management and basic CLI maintenance. Running persistent background daemons (e.g., screen, tmux, background workers, node services, cryptocurrency miners) is strictly prohibited without prior written authorization.
5.7. Spam Filtering Policy (Rspamd)
The centralized email filtering and security engine. The Client may select pre-configured Spam Policies on a per-domain or per-mailbox basis exclusively through the available Controller UI options. Custom regex or LUA rule scripting by the Client is strictly prohibited.Article 6 — Security, Abuse, Suspensions & Perimeter Defense
6.1. Acceptable Use Policy (AUP)
The framework codified in DOC-003, defining prohibited activities, abusive content, security boundaries, and permissible use of the Provider's infrastructure.6.2. Outbound Abuse
Any malicious, offensive, or unauthorized activity originating from the Client's provisioned resources directed toward external networks, including but not limited to: outbound spamming, participation in DoS/DDoS attacks, port scanning, phishing site hosting, cryptocurrency mining, or malware distribution.6.3a. Billing Suspension
The automated suspension of hosting service availability initiated by the Client Area (WHMCS) via API to the Controller due to overdue invoices (DOC-011). A Billing Suspension is automatically and immediately revoked upon full electronic settlement of all outstanding invoices.6.3b. Abuse Quarantine
The immediate, manual or automated technical isolation executed at the Firewall, Operating System, or Controller level (L1-L4 Null-routing, permission revokingchmod 000, mail queue freeze) enforced without prior notice in cases of Outbound Abuse or acute threats to IP Reputation (DOC-003, DOC-012). An Abuse Quarantine is never revoked automatically through payment, but requires verified technical elimination of the threat and manual review by a security engineer.
6.4. 4-Level Perimeter Defense
The layered network and host security architecture (DOC-012), comprised of four defensive rings:- Level 1 (Datacenter Edge): Upstream DDoS mitigation and automated BGP traffic scrubbing.
- Level 2 (Proxmox Hypervisor Firewall): Virtualization platform packet filtering.
- Level 3 (fail2ban Dynamic Defense): Daemon-level automated intrusion detection and dynamic brute-force IP blocking.
- Level 4 (ufw OS Firewall): Stateful host firewall on each operating system node.
6.5. Significant Security Incident & NIS2 Framework
Any security event that has caused or is capable of causing severe operational disruption, sensitive data leakage, or substantial material/non-material damage to users. The Provider complies with the mandatory NIS2 notification timeline (DOC-012):- T0 to 24 Hours: Early Warning Notification.
- T0 to 72 Hours: Incident Notification.
- T0 to 1 Month: Final Comprehensive Root Cause Analysis (RCA) Report.
Article 7 — Data Privacy, Cookies & Regulatory Compliance
7.1. Data Controller & Data Processor
- Data Controller: The Client, who determines the legal purposes and means of processing personal data belonging to their end users/visitors stored on the hosted infrastructure.
- Data Processor: Prootzos Online, insofar as it stores and maintains such data strictly pursuant to the documented instructions of the Client.
7.2. Data Processing Agreement (DPA)
The legally binding agreement executed pursuant to Article 28 of the General Data Protection Regulation (GDPR - EU 2016/679) and Greek Law 4624/2019, as set forth in DOC-007, governing technical and organizational processing safeguards.7.3. Sub-processors & Notification
Any external infrastructure provider, Datacenter operator, or domain Registry engaged to perform specific processing sub-tasks. Any changes, additions, or replacements of Sub-processors are communicated to Clients via updates to the official appendix in DOC-007, providing the statutory right to raise reasoned objections.7.4. Prior Consent (Opt-in)
The affirmative, freely given, specific, and informed action taken by a website visitor prior to storing or reading non-essential cookies or trackers (ePrivacy Directive & DOC-006). Prior Consent must be obtained strictly via positive action (Opt-in), with pre-ticked checkboxes being strictly prohibited. Visitors retain the right to modify or withdraw consent at any time, with equal ease and without cost (Opt-out), via the permanent Consent Management Platform (CMP) widget on the website.7.5. Google Tag Manager & Consent Mode v2
The tag management platform configured strictly in integration with Google Consent Mode v2. It ensures that no advertising, analytical, or tracking tags fire or execute without prior valid consent recorded via the CMP.7.6. WHMCS Data Retention Automation
The automated data cleanup and anonymization mechanism operating within the Client Area. It executes automatically following the expiration of statutory tax and contractual retention periods (Data Retention Schedule) for inactive accounts, cancelled services, and closed tickets, enforcing the storage limitation principle (GDPR Article 5(1)(e) and DOC-005).Article 8 — Backups, Disaster Recovery & SLA
8.1. User-level Backups & Integrity Disclaimer
Backups of files, databases, and mailboxes generated by the Client via the Controller UI. The storage consumed by these archives directly counts toward the Client's package Storage Quota. The Client bears sole responsibility for taking, verifying, and exporting offline backups. The Provider does not guarantee the consistency, integrity, or restorability of user-level backups and assumes no liability for corrupted or lost data (DOC-010).8.2. Disaster Recovery Backups & Offsite Virtual Machine Backups
- Disaster Recovery Backups: Hypervisor/system snapshots maintained by the Provider solely for macro-level infrastructure recovery in the event of catastrophic hardware or datacenter failure. Manual restoration of individual client files from DR backups is performed upon request as a Billable Professional Service (DOC-009).
- Offsite Proxmox VM Backups: Scheduled virtual machine backup archives replicated to independent offsite storage nodes for Managed VPS and Managed Dedicated Servers are provided strictly as an optional paid add-on subscription or Professional Service (DOC-009, DOC-010).