Premium Hosting Product Terms

  1. You acknowledge that Premium Hosting is a form of shared hosting service which distributes sites over multiple replicated servers with dedicated resources but that a Premium Hosting Package does not give you a dedicated server.
  2. You will be provided with web hosting services with RAM resources and either fixed or unlimited storage, depending on the Premium Hosting package purchased.
  3. References to ‘unlimited’ items shall be read in conjunction with our Acceptable Use Policy and interpreted accordingly. Unlimited storage for products shall mean 50GB which can be further expanded via our customer service team. This soft limit is intended to ensure compliance with our Acceptable Use Policy.
  4. You are entirely responsible for ensuring that you have purchased the appropriate level of Premium Hosting package for your intended use. For the avoidance of doubt, the storage and amount of RAM available under each Premium Hosting package level are fixed limits which you may not exceed
  5. We shall use all commercially reasonable endeavours to minimize downtime on the Premium Hosting servers, however we do not give any warranty that access to the Premium Hosting servers will be uninterrupted or error free.
  6. The 99.99% Premium Service Uptime Guarantee applies to Premium Hosting packages only and not to any other service offered by us.
    1. Under the Premium Service Uptime Guarantee you are entitled to a credit against your monthly service cost in respect of any periods of downtime (excluding downtime due to pre-planned maintenance work notified to you in advance) during the calendar month according to the following scale:
      Network Connectivity Uptime in month Credit Entitlement
      From and including 99.99% to  100% No Credit
      From and including 99.9% up to and excluding 99.99% 10%
      Below 99.9% 30%
    2. To claim a credit under the Premium Service Uptime Guarantee, you must contact our customer support by raising a ticket and stating that you wish to claim a credit under the Premium Hosting Uptime Guarantee.
    3. Your entitlement to a credit shall be assessed on network connectivity to the platform and the platform delivering the website(s), and not the speed of delivery.
    4. When claiming a credit under the Premium Hosting Uptime Guarantee, you must provide supporting evidence to our reasonable satisfaction, which we shall verify to confirm your entitlement to any credit.
    5. We reserve the right to refuse to issue a credit in respect of any period of downtime due to pre-planned maintenance work notified to you in advance, any period of downtime due to your acts or omissions or where you are in breach of our Acceptable Use Policy. Any credit issued by us under the Premium Hosting Uptime Guarantee shall be applied to your . You may use this credit for new purchases or renewal fees only. The Customer shall not be entitled to any payment in respect of any credits issued by us.
    6. Any credit issued by us under the Premium Hosting Uptime Guarantee must be used by you within 12 months, failing which the credit will expire.

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Drop us a line 0330 660 0255 or email sales@heartinternet.uk