Shared Server, Virtual Private Servers 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 the 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 KS Web services, are only handled in exceptional cases. If more than 15 minutes’ working time is required for resolving such issues, KS Web, 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 is 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 100 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. KS Web is entitled to block client accounts that do not comply immediately.
5. Data protection
It is the customer’s sole responsibility to keep a backup of the website data. In the event of an account suspension, the data is retained for 10 days before termination. Recovery of the backup (Restore) is possible via the cPanel administration interface for web hosting, and Cloud panel for VPS.
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 that 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 cPanel 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 cPanel 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 (Shared Hosting).
10. Relocation within the KS Web infrastructure
Relocation of a maximum of three accounts, not larger than 5 GB which are to be transferred within KS Web 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 KS Web. Relocation from or to KS Web 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, KS Web 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, KS Web 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. KS Web 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, KS Web reserves the right to ask the customer move to a VPS instead. If the customer refuses, KS Web 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, KS Web 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