Terms of ServiceUse of VMhosts’s Service constitutes acceptance and agreement to VMhosts’s TOS (Terms of Service). From herewith in this TOS, the usage of “us”, “we”, “our”, “ours” shall constitute reference to VMhosts, the usage of “you”, “your”, “they”, “them” shall refer to client / customer of VMhosts. Due to our evolving business, and the changing nature of the virtual hosting industry, these terms of service may change. We will post the changes here, and your continued use of the service means you accept the changes we have made.
In exchange for the fees you pay in advance we will provide you a virtual machine, so long as you abide by the terms and conditions that are set out on this page, and in any other agreements that relate to the services we may provide to you. We will provide the services according to the specifications listed for the VM package you select during the signup process. For clarity, on this page, the term “services” refers to the virtual machine services that we will provide to you.
We will attempt to provide the services 24 hours a day, 7 days a week for as long as you have paid for them. Sometimes, however, for a number of reasons the services may be unavailable to you or your customers. You must recognize and acknowledge that due to the nature of datacenters technology, occasional unavailability of the services cannot be avoided. Sometimes there are equipment malfunctions. At other times we undertake periodic maintenance procedures or repairs. Still other times, there are causes beyond our control like power failures, interruption or failure of telecommunication or digital transmission links, hostile network attacks, network traffic and other occurrences. We have not promised to provide you with uninterrupted service, however we will do best effort in all cases to make sure your virtual machine stays up.
Your PrivacyWe take your privacy very seriously. We only require details needed to complete your order and improve your online shopping experience. We only use these details for our own records and never sell them to third parties unless you agree we may do so.
VMhosts SLAEach product has a defined SLA – simply, if we don’t meet this SLA we will provide a 100% refund for last billing period of that product.
Resource UsageIn order to maintain integrity of service for all users in a virtual environment, it may be discovered from time to time that a certain account is not suitable for operation in a virtual environment on our servers. In this instance we will contact the account holder to discuss options. Reasons for such action may include, but are not limited to: Sites operating scripts requiring a large amount of CPU or Hard Disk resource etc. If your account continuously goes use a high amount CPU usage, for example, we may have to help you move elsewhere. This is an unlikely event unless you are using powerful resource using scripts or applications.
Any attempts to undermine or cause harm to a server or customer is strictly prohibited. It may result in suspension or termination. If your account information is stolen and abuse is carried out, you are still responsible. This includes if your specific account has an attack, for example, a DOS attack and it uses an excessive amount of server resources.
BandwidthYou are allocated a monthly bandwidth allowance. This allowance varies depending on the virtual machine package you purchase. Should your account pass the allocated amount we reserve the right to suspend the account until the start of the next allocation, suspend the account until more bandwidth is purchased at an additional fee and/or charge you an additional fee for the overages. Bandwidth that exceeds your package allowance will be charged at £3 per 100GB and only sold in increments of 100GB. VMhosts will provide a full bandwidth usage report on request.
Payment Information and CancellationYou agree to supply appropriate payment for the services received from VMhosts, in advance of the time period during which such services are provided. You agree that until and unless you notify VMhosts of your desire to cancel any or all services received, those services will be billed on a recurring basis. As a client of VMhosts, it is your responsibility to ensure that your payment information is up to date, and that all invoices are paid on time. VMhosts provides a 7 day grace period from the invoice due date and when it must be paid. Any invoice that is overdue for 7 days and not paid will result in an account deactivated and removed from the system.
Cancellation of services can be made at any point. We require that cancellations of service are done through our customer portal https://customer.vmhosts.co.uk to confirm your identity and you are prepared for all files to be removed.This process reduces the likelihood of mistakes, fraudulent/malicious requests, and ensures you are aware that the files and account may be removed after the last invoice paied has expired.
VM Product SLAVMhosts guarantees a 99.9% uptime per calendar month. If your VM is down for longer than 43 minutes in that calendar month we will refund the last months rental. VMhosts are responsible for providing network connectivity and infrastructure uptime. We are not responsible for Guest OS and application downtime. All SLA refund requests must be made within 7 days of the end of the calendar month via our customer portal.
Planned maintenance is NOT part of this SLA. At least 14 days prior notice is given to customers when performing planned maintenance. Duration of the downtime window will be provided with each notice.
Backups and Data lossWe will make every attempt to retain backups every 4 hours with 14 days retention with our optional backup service, further details of our service can be found at http://www.vmhosts.co.uk/VMbackup.html. However, as with any data storage systems, backups can fail. We encourage you to perform your own backups. In the event of an emergency we guarantee to perform a full restore of your server(s) within 24 hours, although we aim to fulfil restore requests within 1 hour. Emergency restores are free of charge.
Our guaranteed restore response is only applicable to isolated virtual machine corruption. We also guarantee to provide access to your VM image files in emergency situations within 24 hours. These situations are defined as complete loss of the RapidSwitch Data Centre or loss of VMhosts infrastructure, to the extent we are unable to perform local restores. In the event of isolated physical host hardware failure we will make every attempt to provide resource for your VM.
Your use of our VMback service is at your own risk. VMhosts is not responsible for files and/or data residing on your virtual machine. You agree to take full responsibility for files and data transferred and to maintain all appropriate backup of files and data stored on VMhosts servers.
Open files during the backup pass may not be consistent and we strongly recommend performing local backups of database applications so our VMback solution can capture the backup images.
Backups will not be provided for accounts that have been suspended or terminated for any reason unless otherwise agreed to in writing by us. NO backups are provided for customers who haven’t purchased the VMback solution.
VMback SLA – To provide the customer a point of restore from the last 48 hours of the request. Restores must be performed within 24 hours of the request. All requests must be made via our support ticketing system.
Prohibited Services and contentIRC is strictly prohibited from use on all of our servers. No exceptions. The following services are prohibited from use on our virtual machine accounts:
- Copyright infringement;
- Fraudulent or phishing content/scripts;
- IP or Port Scanners;
- Bruteforcing in any way; Spam (i.e. mail spam) Scripts;
- Lottery Websites (exceptions can be agreed);
- Hacker focused sites/archives/programs;
- Sites promoting any kind of illegal activity;
- Hacker focused sites/archives/programs;
Zero Tolerance Spam PolicyWe take a zero tolerance stance against sending of unsolicited e-mail, bulk emailing, and spam. “Safe lists” and “double opt-in” will be treated as spam. Any user who sends out spam will have their account terminated with or without notice. Sites advertised via SPAM (Spamvertised) may not be hosted on our virtual machine servers. This provision includes, but is not limited to SPAM sent via fax, email, instant messaging, or usenet/newsgroups. No organization or entity listed in the ROKSO may be hosted on our servers. Any account which results in our IP space being blacklisted will be immediately suspended and/or terminated. VMhosts reserves the right to require changes or disable as necessary any process of an virtual machine that does not comply with its established policies, or to make any such modifications in an emergency at its sole discretion. VMhosts reserves the right to charge the holder of the account used to send any unsolicited e-mail a clean up fee. This cost of the clean up fee is entirely at the discretion of VMhosts.
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