Acceptable Use Policy for our services

SHARED SERVER, VPS AND DEDICATED SERVER – SERVICE AGREEMENT

1. CONTACT PERSON, CLIENT SUPPORT:

All account types include free written support during the specified support hours. If included in the offer, free telephone support is also provided. Written support requests from clients are made via the Client Portal administration interface. For this, clients need to use their client access to portal (Login: Customer Number, Password: Customer Password).

In general, client support orders are included in the all-inclusive price of the product. Special support requests, not included in North Networking services, are only handled in exceptional cases. If more than 15 minutes’ working time is required for resolving such issues, North Networking, after consultation with the client, charge a fee of 18 € (excl. VAT) for each quarter hour commenced.

 

2. MONITORING SERVICES:

  • Web Server (HTTP)
  • Mail System (SMTP, POP3, IMAP, Spam filter, Virus scanner, Mail dispatch quantity)
  • Server Services (FTP, SSH, NTP)
  • Datebases (MySQL, PostgreSQL)
  • Server Load
  • Hard Drives (S.M.A.R.T., Disk Space Usage)

 

3. SYSTEM FAILURE AND MAINTENANCE WORK:

As a general rule, details of system failure are published and planned maintenance work announced in advance in the Client Portal. In most cases, an email will be sent out to the affected clients.

 

4. MASS EMAILS:

The limit of 300 emails sent per hour must not be exceeded on our shared web servers. The dispatch of mass emails/newsletters via email accounts of the web hosting account or via the website of the web hosting account is not permitted. The dispatch of unsolicited advertising is forbidden on both our shared web servers and on our VPS plans. North Networking are entitled to block client accounts which do not comply immediately.

 

5. DATA PROTECTION:

It is the customer sole responsibility to keep a backup of the web site data. In the event of a account suspension, the data is retained for 4days before termination. Recovery of the backup (Restore) is possible via the SiteWorx administration interface.

 

6. CONTENT AND DATA OF CREATED ACCOUNTS:

Changes made by the support team, such as the deleting, relocation and overriding of content and sensitive information, which has been deployed and/or received by the client, can only be carried out, if the requests are verified by the Client Portal administration interface. The support team are not required to undertake work which can be performed by clients and which it is possible for clients to do themselves.

 

7. CHANGES TO CONFIGURATION FILES:

Generally, with the exception of the points listed below, individual customization to configuration files is not possible on web hosting accounts. This applies to system settings and the services provided. The following settings are alterable:

  • PHP – Selected PHP settings can be changed via the SiteWorx administration interface. Many further settings can be changed directly via .htaccess file. Settings which exceed the available values and set limits are not alterable. Additional PHP modules other than those offered are not installed. Individual PHP solutions e.g. PHP binaries, are not supported.
  • SMTP – The settings which are offered such as ‘Forwards’, ‘Autoresponder’, ‘Spam filter’, ‘SMS Notification’, ‘Black- and Whitelist’ etc. can be changed by the client. Other individual settings and the configuration of the mail system cannot be created. SPF records can be set by the client via DNS administration in the cPanel administration interface.
  • MySQL – Individual changes to the MySQL configuration are not possible for web hosting accounts.
  • DNS – Each account and each domain receives a DNS zone file which can be administered via the SiteWorx administration interface. The use of our DNS servers is optional.

 

8. PROCESS MONITORING:

To safeguard the security and stability of the server, a process monitoring system is in place which stops processes with excessive running times and/or RAM exploitation.

 

9. INSTALLATION OF ADDITIONAL SOFTWARE:

The installation of additional software or libraries is not carried out by the support team.

The operation of additional software requiring root privileges for installation or operation is not possible.

 

10. RELOCATION WITHIN THE NORTH NETWORKING SERVER:

Relocation of a maximum of three accounts, not larger than 5 GB which are to be transferred within North Networking web hosting / managed servers is carried out by the support team on request. Databases are to be transferred in advance by clients themselves and are not a part of the relocation offered by North Networking. Relocation from or to North Networking external servers or dedicated root servers is not performed.

 

11. EMAIL SERVICE SPAM AND VIRUS PROTECTION:

Each email account has a server-side spam filter which can optionally be deactivated for presorting suspicious emails into a designated folder. This folder is accessed via IMAP and Webmail. Emails which have been identified as spam are automatically deleted after a predefined time period. The filter strength can be adjusted by the client. In addition, North Networking operate a blacklist which temporarily or permanently blocks IP addresses that send spam emails. The blocking of single IP addresses can be deactivated manually by the client. Furthermore, North Networking use a virus filter for emails. Incoming emails containing viruses are not accepted for security reasons. The sender of the email is notified. The dispatch of emails containing viruses is prohibited.

 

12. RESOURCE USAGE (Fair Use):

All of our Shared Hosting plans comes with a set amount of resources available for the customer to utilize. North Networking AS strives to keep the environment in balance and fair for everyone, and if a customer is running CPU and/or RAM heavy scripts on their plan over a long period of time, North Networking AS reserves the right to ask the customer move to a VPS instead. If the customer refuses, North Networking AS can instruct the customer to stop the high resource usage or suspend the service.
In our unlimited storage plans, there is no hard fixed value on how much data the client can store on the account. However there are some restrictions.

  • – Large amount of uncompressed images is not allowed.
  • – Large amount of Audio and or Video files is not allowed. (The next big YouTube clone is not suitable to run in a shared environment)
  • – The disk space resource is solely meant for the purpose of the web hosting service and not a personal backup or any other type of file storage.
  • – Excessive I/O operations is prohibited. If a customer is running web sites that are causing high I/O load, North Networking AS may ask the customer move to a VPS instead.

 

Failing to comply with the rules can result in account suspension. And a refund request is not eligible.

 

CLOUD VPS SERVICE AGREEMENT

We strive to keep our networks operating at the highest possible level, so all of our clients benefit from it. Therefore the following actions are prohibited:

  • – Operating applications that are used to mine crypto currencies
  • – The scanning of foreign networks or foreign IP addresses
  • – The use of fake source IPs.
  • – TOR Exit Nodes
  • – Botnets
  • – Spoofing
  • – Illegal activity in general

 

DEDICATED SERVER SERVICE AGREEMENT

We strive to keep our networks operating at the highest possible level, so all of our clients benefit from it. Therefore the following actions are prohibited:

  • – The scanning of foreign networks or foreign IP addresses
  • – Manually changing the hardware address (MAC)
  • – The use of fake source IPs.
  • – TOR Exit Nodes
  • – Botnets
  • – Spoofing
  • – Illegal activity in general