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Services Policy

Services Policy

NetShop Internet Services Ltd is committed to providing a Quality service, which consistently & continuously meets the requirements of its Clients whilst protecting assets under its care, its employees and the environment in general.

Therefore we have defined some guidelines which protect you as the client and prohibit the misuse of our servers. In addition to our Terms & Conditions, below is our Services Policy for specific product categories. If our Terms & Conditions and Services Policy are contravened, NetShop ISP has the right to suspend access to all of our products.

This Services Policy witnesseth as follows:

A. Service Provider agrees to provide Internet & Hosting Services to the Client and the Client agrees to buy and accept such services from the Service Provider.

B. Client agrees that the Service Provider’s internal measurements establish the eligibility for any applicable Performance Credit. In the event that the Client determines that a discrepancy in such measurement exists, the Client shall promptly notify the Service Provider, and the Service Provider and the Client will mutually agree upon the validity and accuracy of the measurement, and upon the Client’s eligibility for any applicable Performance Credits.

General

Service Exclusions

This Service Policy does not cover Service Downtime caused by problems in the following:

– Client’s local area network.

– Client-provided Internet connectivity or end-user software.

– Entities inside Client’s internal network including, but not limited to, firewall configuration and bandwidth shaping, local area workstations, or other servers, equipment, and software that have a potential bearing on the local networking environment.

– Any predetermined Scheduled Service Downtime.

– Any problems beyond the immediate Service Provider’s network segment.

Any interruptions, delays or failures caused by the Client or the Client’s employees, agents, or subcontractors, such as, but not limited to, the following:

– Inaccurate configuration.

– Non-compliant use of any software installed on the server.

– Client initiated server over-utilization.

– Any problems related to attacks on the machine such as hacking, bandwidth-based attacks of any nature, and service or operating system exploits.

– Problems associated with Operating System, Software, or Applications.

The Service Provider is not responsible for the restoration of data to server. If hardware failure is experienced and subsequent data loss occurs, the Client is ultimately responsible for data restoration. The Service Provider shall not be liable for loss of data under any circumstances.

The Service Provider does not take responsibility for the overall security of servers. If servers are compromised in any way, the Service Provider reserves the right to immediately audit the server. Our Dedicated server and Virtual server plans receive monthly security auditing, per request, as part of our overall Server managed services program but security is the responsibility of the Client. The Service Provider reserves the right to cancel service if servers are compromised via the implementation of weak password schemes, elderly back-end application content and scripting, or via other blatant disregard to simple security measures. A fee of 90.00EUR plus VAT per hour will be incurred in respect to any security related work performed due to any such server being compromised by negligence on the part of the server owner.

Server Migration: If the Client wishes to migrate from one server to another server, they would have to go through the 30 (thirty) day notice period for the old server. The old server would have to be canceled & a new server order would have to be placed. Data migration would commence only after both the formalities have been completed. There would be no charges for migration of data when it has to be done from one server of the Service Provider’s network to another server within the same network. Client charges are applicable for data to be moved into the Service Provider’s servers. Charges would be applicable on a per-case basis.

Network

IP Address Ownership: If the Service Provider assigns to the Client an Internet Protocol address for the Client’s use, the right to use that Internet Protocol address shall belong only to theService Provider, and the Client shall have no right to use that Internet Protocol address except as permitted by the Service Provider in its sole discretion in connection with the Services, during the term of these T&C. The Service Provider shall maintain and control ownership of all Internet Protocol numbers and addresses that may be assigned to the Client by the Service Provider, and the Service Provider reserves the right to change or remove any and all such Internet Protocol numbers and addresses, in its sole and absolute discretion. The Service Provider’s allocation of IP addresses is limited by RIPE’s new policies. These new policies state that use of IP addresses for IP based virtual hosts will not be accepted as justification for new IP addresses. Therefore, name-based hosting must be used where possible. The Service Provider will periodically review the IP address usage, and if it is found that the Client is using IP addresses where name-based hosting could be used, authorization will be revoked to use those IP addresses that could be used with name-based hosting.

Bandwidth Usage: The Client agrees that bandwidth that exceeds the given rate on a monthly basis will pay an “overage” as detailed on the Service Provider website. The Service Provider will monitor the Client’s bandwidth via Cacti. In plans with unmetered bandwidth, we record the use of bandwidth only if it is considered to be using an excessive amount. Excessive amount means that bandwidth usage is more than the 10% of the total bandwidth available on each physical server or the usage affects the server’s performance to the detriment of other clients as determined by our engineers. The Service Provider shall have the right to take corrective action if Client’s bandwidth is excessive and interrupts service for any of its’ Clients. Such corrective action may include the assessment of additional charges, disconnection or discontinuance of any and all Services, or termination of the Hosting Agreement, if exists, which actions may be taken is in Service Provider’s sole and absolute discretion. If the Service Provider takes any corrective action under this section, the Client shall not be entitled to a refund of any fees paid in advance prior to such action. In the event that Client exceeds the included allocation, the Service Provider may, at its sole discretion, collect a deposit, in an amount determined by the Service Provider, against the Client’s credit card on file with the Service Provider.

Email: Clients must not participate in any form of un-solicited bulk e-mailing or SPAM.
Provision for relaying outgoing mail (SMTP) is limited to the service or facilitation provided by the Client’s own internet connection provider.
The Customer represents and warrants that it has, or has access to, knowledge and expertise required to configure, maintain and monitor the e-mail service.
In the event that the Client exceeds the quota, NetShop ISP will inform the Client via email notice to delete the content in excess of the quota. NetShop ISP reserves the right to suspend the Service in the event that the Client does not delete the content within 24 hours.

While we are using every reasonable endeavour to ensure the integrity and security of our Server(s), we do not guarantee that the Server will be free from unauthorized users or hackers or from corruption by virus and we shall be under no liability for non-receipt or mis-routing of email or for any other failure of email or damage to date or operations.

Please select the relevant product category:

Dedicated Servers & Colocation

Service Exclusions (In addition to Service Exclusions in ‘General’)

Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included under the server lease.

Hardware Replacement Guarantees and service levels are defined as applying to servers less than 24 months in production and apply to only the Dell PowerEdge* line of servers.

Restoration is defined as returning the server to its original configuration, as per the date the server first went live on the network. If hardware failure causes corrupted operating system, data files, or damaged service configurations, the Service Provider will restore the system to its original state however possible.

Hardware Upgrades: The cost of the hardware peripherals at the time of ordering the server & on subsequent upgrades would be different. A one time setup fee would be applicable in all cases.

*All trade mark rights to DELL PowerEdge are owned by Dell Inc

Shared Web Hosting

Trial

Client has 24 hours to do a “trial version” with our Shared Web Hosting packages only. In this period the client has the right to cancel or demand a full refund if they are not satisfied with the service. However, after exceeding this 24 hours the client will not be entitled to a full refund and they will be billed until a cancellation is incited. However, clients are entitled to a pro rate refund for any unused days in a given month. Funds added in the Client’s Account Balance cannot be refunded; can only be used against invoices for new or renewal orders.

Control Panel

Our staff is restricted from connecting to the client control panel. You agree that our staff will not help you with installation of email accounts, subdomains, additional domains, or applications. The support team will only help you with any of the functions that will not work or if there are server problems that need to be corrected by our end. You are responsible to upload your website from your end. Any databases should be downloaded from PHPMyAdmin and sub accounts and need to be installed only from the client’s end.

Managed Services

NetShop ISP provides Managed Services for Infrastructure Services (Server Administration & Hardware Management), Database Administration (Database Management), Network Administration (DDoS Mitigation, Firewall Management & Load Balancing) upon request.

Support Requests:

The Client may open a support ticket via myNetShop Portal to document the start time for a support request or other incident. If the Client contacts us by telephone to request support, we might open a ticket but there may be a delay between the time of the call and the time we open the ticket.

Monitoring Services included, but not restricted to:

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

System Failure:

NetShop ISP monitors the systems hosting both internal and client services 24 hours a day for failures. We reserve the right to deal with requests which are assessed as not Emergencies during normal business hours only. An emergency is defined as the server failure or the failure of a server service. Last but not least, we reserve the right to temporarily or permanently stop monitoring a Client’s service at any time without prior notice. It is the Client’s responsibility to setup and configure monitoring for their particular services.

Server Access:

Once a Server is under a Managed Service, the client might not be given with full administrative credentials.

Installation Of Additional Software:

The Client is responsible for the installation of additional software, software updates or libraries, unless mutually agreed otherwise.

3rd-party Services

These terms concern, but not restricted to, the following products & services:
– Acronis Cloud Backup
– DNS Management Service
– SSL Certificates
– Domain Names

From time to time NetShop ISP or it sub-contractors or suppliers need to carry out maintenance on the network, which may involve temporarily shutting parts of it down. NetShop ISP will give as much notice as possible and shall try to keep this work to the period specified in the notice. NetShop ISP accepts no liability whatsoever arising from such a suspension of the service.
License costs of all third party applications and software offered with our plans are subject to change without written intimation.
NetShop ISP reserves the right to pass on any additional charges/price increases as a result in price changes from third party service, software and license vendors irrespective of the hosting cycle, without further notice. Clients can monitor the Renewal price of their products via the myNetShop portal.

In addition to the Terms & Conditions Section 12. Limitation of Liability:

We exclude all liability of any kind in respect of any material on the internet posted by the Client by means of the Services and we are not responsible in any way for any goods (including software) or services provided by third parties advertised, sold or otherwise made available by means of the Services or on the internet, the accuracy, completeness or suitability for any purpose of any website content and the acts or omissions of other providers of telecommunications or internet services (including domain name registration authorities) or for faults in or failures of their equipment.

NetShop ISP will not be liable for failure or delay in performing its obligations if such failure or delay is due to circumstances beyond its reasonable control, including but not limited to acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labour disturbance, interruption of or delay in transportation, unavailability of, interruption or delay in telecommunications or third party services (including DNS propagation), failure of third party software or hardware or inability to obtain raw materials, supplies or power used in or equipment needed for provision of the Services.

Modification NetShop ISP reserves the right to add, delete, or modify any provision of its T&C and the Services Policy at any time without notice. Additionally to these Policies, there are products & services which are entitled to a Hosting Agreement. Please contact legal@netshop-isp.com.cy to receive the corresponding Agreement for your purchased services.

Special Offer Terms & Conditions

FREE Comodo PositiveSSL Certificate with every .CY Domain Name Registration

With every successfully completed purchase of a .CY Domain Name, a Comodo PositiveSSL Certificate is provided Free of charge for the first Year. Standard fees apply for renewal.

The Renewal date of each product will differ as the Free Comodo PositiveSSL Certificate will be Active upon payment and the .CY Domain name will require additional time for approval from the official .CY Registry Office.

.CY Domain Name Terms:

Available .CY Domain TLDs for registration: .com.cy, .cy, .pro.cy, .org.cy, .ac.cy, .ekloges.cy .net.cy, .press.cy, .biz.cy, .name.cy, .ltd.cy, .tm.cy, .mil.cy

.CY Domain Name Registration Applications/Orders are processed on a First Come First Serve basis.

Registered .CY Domain Names are pointed on NetShop ISP’s default Nameservers unless otherwise specified by the Client in the Order Notes during Checkout.

To change the Nameservers of a .CY Domain Name, the Client must submit a ticket/email to backoffice@netshop-isp.com.cy via their registered email address. No charges apply for Nameservers change requests.

All registered .CY Domain Names are due for renewal annually, on the last day of December. The following terms apply for NetShop ISP Clients:

a. Successful registrations from January until May are due for renewal on the last day of the current year.

b. Successful registrations from June until December are due for renewal on the last day of the following year.

Additional documentation might be requested if the .CY Domain Name is associated with an International Trademark and/or an established local or International Registered Corporation and/or Trading name. Failure to submit the requested supporting documents will result in the rejection of the Domain Order/Application.

In case of Rejection, the amount paid will be refunded to the Client’s credit balance.

Special Offer valid until 31/12/2021

FREE .COM Domain Name with every cPanel Hosting Plan

A Free .COM Domain Name is available with every purchase of cPanel Lite, cPanel Basic, cPanel Plus and cPanel Pro on Annual Billing Cycle.

The offer only includes the Registration or Transfer of a .COM Domain Name for the period of 1 year.

The client is responsible to renew the .COM Domain Name after the 1st Year of Registration. Failing to provide a payment, the Domain Name will Expire and become available for sale.

The requested .COM Domain Name must be available for Registration or Transfer.

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Est. 2004, Larnaca – Cyprus

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Legal Address: 2A, Marathonos, Livadhia, 7060, Cyprus

Operations Office: 120, Faneromenis Avenue, Imperial Tower, 2nd Floor, Larnaca, 6031, Cyprus

Company Reg: HE 217340
EU VAT Number: CY10217340J
ISO 9001:2015: No. QS.21.038

International Phone: +357 2425 0808

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