SHARED SERVER SERVICE AGREEMENT (WEB HOSTING ACCOUNTS)
1. CUSTOMER SUPPORT:
All website hosting accounts include free written support during the specified support periods. Written customer support requests are submitted via the Prootzos management interface. For this purpose, customers must use customer access, where they can log in with the email and customer password they selected during the ordering process.
In general, customer support is included in the total price of the product. Special support requests, which are not included in the Prootzos Online services, are handled only in exceptional cases. If the resolution of such issues requires more than 15 minutes of working time, Prootzos Online, upon agreement with the customer, charges a fee for each 15 minutes, which is set at 19.35€ (excluding VAT). The charge is made for every quarter of an hour that begins.
2. SYSTEM FAILURE AND MAINTENANCE WORK:
As a general rule, details of system faults are published and scheduled maintenance work is announced in advance in the management interface.
3. CHANGES TO CONFIGURATION FILES:
In general, with the exception of the points listed below, it is not possible to individually customize the configuration files on web hosting accounts. This applies to system settings and services provided. The following settings can be modified:
PHP – Selected PHP settings can be changed via the Conrtoller management interface. Many further settings can be changed directly via the .htaccess file. Settings that exceed the available values and set limits cannot be changed. No additional PHP modules are installed other than those offered. Individual PHP solutions, e.g. PHP binaries, are not supported. For an overview of PHP settings, see https://tester.prootzos.com.
IMAP – The number of parallel IMAP connections per IP address is limited for server stability reasons. This number may be increased upon request at our discretion.
SMTP – The settings offered, such as “Forwards”, “Autoresponder”, “Spam filter”, “Black and Whitelist” etc. can be changed by the customer. Other individual settings and mail system configuration cannot be created. SPF records can be set by the customer through DNS management in the Conrtoller management environment.
MySQL – Individual changes to the MySQL configuration are not possible for web hosting accounts.
DNS – Each account and domain name is assigned a DNS zone, which can be managed through the Conrtoller management interface. The use of DNS servers is optional.
4. INSTALLATION OF ADDITIONAL SOFTWARE:
Additional software that requires root privileges to install or operate cannot be operated.
5. MONITORING SERVICES:
- Web Server (HTTP)
- Mail System (SMTP, POP3, IMAP, Spam filter, Virus scanner, Mail dispatch quantity)
- Server Services (FTP, SSH, NTP)
- Databases (MySQL)
- Server Load
- Hard Drives (S.M.A.R.T., Disk Space Usage)
6. MASS EMAILS:
The limit of 500 emails per hour should not be exceeded. Bulk email/newsletters may not be sent through the web hosting account’s email accounts or through the web hosting account’s website. Sending unsolicited advertising is prohibited. Prootzos Online has the right to immediately block non-compliant customer accounts.
7. DATA PROTECTION:
Daily backups of web folders & files as well as databases kept on the server for a maximum of 14 days. Backup recovery (Restore) is possible via the controller management interface. The space occupied by these backups are charged against the total available disk space available to the individual web hosting account.
8. CONTENT AND DATA OF CREATED ACCOUNTS:
Changes made by the support team, such as deleting, moving and replacing content and sensitive information developed and/or received by the customer, can only be made if the requests are verified by the management environment or in writing as a fax with the company’s stamp and handwritten signature. The support team is not obliged to undertake tasks that can be performed by customers and that customers can perform themselves.
9. PROCESS MONITORING:
To ensure the security and stability of the server, there is a process monitoring system that stops processes with excessive runtimes and/or RAM usage.
10. EMAIL SERVICE SPAM AND VIRUS PROTECTION:
Each email account has a server-side spam filter to presort suspicious emails into a designated folder. This folder is accessible via IMAP and Webmail. Emails identified as spam are automatically deleted after a predefined period of time. The strength of the filter can be configured by the client. In addition, Prootzos Online uses a virus filter for emails. Incoming emails containing viruses are not accepted for security reasons. The sender of the email is informed. Sending emails containing viruses is prohibited.
11. RELOCATION WITHIN THE PROOTZOS ONLINE SERVER:
Relocation of up to three (3) websites + database, no larger than 5 GB each, which are to be transferred within the web hosting / managed servers of Prootzos Online, is carried out free of charge by the support team upon request. For the migration of larger websites (web + database) there is a charge depending on the volume of files. The charge is determined after agreement with the Customer.
12. PROHIBITED ACTIONS:
To enable us to operate a high-performance and reliable network for our customers, the operation of cryptocurrency mining applications is prohibited.