Terms and Conditions of service

Dedicated Server, Co-location and Rack Space Terms of Service (TOS) and Service Level Agreement (SLA) details:

Important, please read - Paying for services means you agree to the terms set out below.

1 - TERMS OF SERVICE (TOS)

Customers are required to provide valid contact details, including a telephone number and email address and must inform us of any changes.
Payment terms for all invoices and services are strictly 7 (SEVEN) days from date of invoice. Payments are made one month in advance for all services.
PoundHost Internet automatically charge an £8 + VAT late payment fee should your payment reach us after the 7 day payment period from date of invoice. This will be invoiced separately to your account and non-payment of this charge may lead to service suspension.
After 7 days, your account will be placed on hold and you will be denied access to the data centre and customer Portal.
Failure to pay after 14 days will lead to immediate termination of service and possible loss of data if the server is owned by PoundHost. Co-located Servers will not be released until all payments have been settled. You will receive one reminder prior to disconnection and cancellation.
PoundHost Internet Services LLP do not offer refunds for servers and services purchased in advance.
You must inform the Billing department at least 2 working days before your billing date if you intend to cancel.
Cancellation requests should be sent to Billing@PoundHost.com and a Support Ticket should also be raised.
Failure to do so will result in your account being charged for one extra month.
Remote Hands Services, where not included as part of a product package, are charged at £30 per half-hour (30 mins) plus VAT with the first 5 minutes during business hours free of charge.
All access requested need to be approved in writing at least 4 hours before visiting, 25 minutes if an emergency, via an access ticket raised through the customer Portal.

You agree not to use the service to:

Upload, post or otherwise transmit any Content that is unlawful, harmful, threatening, abusive, harassing, defamatory, vulgar, obscene (illegal pornography), libellous, invasive of another's privacy, hateful, or racially, ethnically or otherwise objectionable. Please note that IRC services may not be run on our network. Contact us for clarification where needed.
Harm minors in any way.
Impersonate any person or entity or falsely state or otherwise misrepresent your affiliation with a person or entity. Forge headers or spoof or monitor/sniff IP packets.
Forge headers or otherwise manipulate identifiers in order to disguise the origin of any Content or Third Party Content transmitted via the Site.
Upload, post or otherwise transmit any Third Party Content that you do not have a right to transmit under Law or under contractual or fiduciary relationships.
Upload, post or otherwise transmit any Third Party Content that infringes any patent, trademark, trade secret, copyright or other proprietary rights of any party.
Upload, post or otherwise transmit any unsolicited or unauthorised advertising, promotional materials, "junk mail," "spam," "chain letters," "pyramid schemes," or any other form of solicitation, except in those areas of the Site that are designated for such purpose.
Upload, post or otherwise transmit any Third Party Content that contains software viruses or any other computer code, files or programs designed to interrupt, destroy or limit the functionality of any computer software or hardware or telecommunications equipment.
Promote or provide instructional information about illegal activities, promote physical harm or injury against any group or individual, or promote any act of cruelty to animals.
Do anything that in the opinion of PoundHost.com is likely to bring the service into disrepute.

PoundHost.com will take reasonable steps to safeguard the security of any information you input to the Site or send to us on the internet. You are responsible for the security and confidentiality of your username and password.

PoundHost.com may without notice suspend restrict or terminate your access if such access shall prejudice the efficiency or integrity of the Site. If your server is attacked (DDoS) then we reserve the right to remove your server from our network without notice. PoundHost.com shall report if appropriate misuse or abuse of the Site by You to any regulatory authority or, in the case of criminal matters, the police.

Limitation of liability

PoundHost.com shall not be liable for any direct or indirect loss or damages you may incur or suffer arising out of or in connection with your use of the service or a linked service which shall include without limitation, except for network issues which are dealt with by our SLA below;

Delay or inability to use the service or a Linked service
Reliance upon Third Party Content
Loss of confidentiality
Termination of your access
Virus transmitted
Failure of communication media
Unauthorised access to your server/computer
Theft
Loss or damage to any data or other information or property

PoundHost treats Your privacy seriously.

Your use of the service signifies your consent to us collecting and using personal information about you in accordance with this policy of terms and conditions.

PoundHost.com use the personal information collected about You to let you know about new goods, services or offers.

PoundHost.com reserves the right to access and disclose individually identifiable information to comply with Laws or to protect itself or its users.

The laws of England and Wales shall govern these terms.

2 - SERVICE LEVEL AGREEMENT (SLA)

Every customer benefits from the following SLA guidelines:

Data Transmission SLA details including latency

99.9% SLA Uptime
> or = 40ms European latency
> or = 130ms USA latency
> 0.01% packet loss

Should our network performance (packet loss and/or latency) fall below the above mentioned specifications credit up to 5% of the monthly total will be awarded. As mentioned, our SLA base level is 99.9% uptime. Should the network fall below this level for any reason we will offer the following credits:

95% to 99.8% = 10% monthly credit
90% to 94.9% = 25% credit
89.9% or below = 40% credit

SLA uptime details are monitored by Alertra statistics. Please feel free to request access to Alertra should you want to monitor our network uptime for yourself.

Thank You for choosing PoundHost Internet Services.