1. These x CPU VPS/FM VPS x vCPU VPS Terms and Conditions are supplemental to the Heart Internet Ltd Terms and Conditions and govern your use of x CPU VPS/ FM VPS x vCPU Virtual Private Server services (referred to on our website as ‘VPS’ (as distinct from ‘Reseller VPS’ and ‘Reseller Managed VPS’) (“VPS”).
1.1 While resellers can purchase VPS for their own use, resellers are not entitled to sell or license VPS to their customers, or to any other third party. We reserve the right to suspend or terminate provision of VPS should a reseller be in breach of this clause.
2. Description of Services. VPS plans place your site within a server shared with other customers, but you will have full control over your server space and the complete configuration of your virtual instance on the server. Our VPS plans are available as either Self-Managed VPS or Fully-Managed VPS:
2.1 Fully-Managed VPS plans are monthly or annual subscription plans that provide you with root/administrative access to the service and Plesk or cPanel. We handle core patching, security, monitoring, backups, additional configurations and installations, in line with our Scope of Support. Expert Services are included.
2.2 Self-Managed VPS plans are monthly or annual subscription plans that provide you with the option to enable root/administrative access and we will handle core patching, security, monitoring, and backups.
2.3 Expert Services: Expert Services are additional custom support services available, as set out on our Expert Services page, as amended from time to time. Expert Services are currently only available for servers provisioned with a cPanel or Plesk control panel. These Expert Services can provide assistance if you need an experienced server administrator for complicated tasks, including: optimising databases, configuring firewalls, or moving content.
3. Fully-Managed VPS and Self-Managed VPS. If you request the installation of an application, we may, in our sole discretion, install and configure a limited number of applications (“Supported Applications”) on your server, as long as the server has available resources (e.g., storage, RAM, processing power) to support that particular application.
We will then provide the primary (administrator) username and password to you, at which point you will take over the managed and additional configuration of that particular application. We will not be responsible for content, customisation, or any other activities associated with the Supported Application, including any repair of the Supported Application should it stop working.
We shall limit technical support of an inoperable Supported Application to restoring said Supported Application to its original state (fresh installation, with no data or customisation). Restores are available upon request and may require an additional fee.
4. Expert Services. The list of Expert Services is available on our Expert Services page, as amended from time to time. You must, within fourteen days of any Expert Services, notify us if there are any issues with the Expert Services. We are not responsible for and will not provide assistance with any issue(s) that arise beyond fourteen days of providing any Expert Services.
5. To ensure the effective provision of Fully-Managed VPS, our Fully-Managed VPS is monitored and supported by international teams, 24 hours a day, seven days a week.
6. Self-Managed VPS plans cannot be upgraded to Fully-Managed VPS. If you purchase a Self-Managed VPS plan and would like a Fully-Managed VPS, you will need to cancel your Self-Managed VPS plan, and purchase a new Fully-Managed VPS.
7. Account termination; limitations.
a. Migration of Servers: You acknowledge and agree that as a normal course of business, it may be necessary for us to migrate our servers. As a result, even if you have a dedicated IP, you may be assigned a different IP number. We do not warrant that you will be able to consistently maintain your given IP numbers.
b. Termination of Hosting Services: You acknowledge and agree that upon expiration or termination of your Hosting Services, you must discontinue use of the Hosting Services and relinquish use of the IP addresses and server names assigned to you in connection with Hosting Services, including pointing the domain name system (“DNS”) for your domain name(s) away from our servers. Prior to termination of the Hosting Services, you are responsible for moving your website or server content off our servers. We will not transfer or FTP your website or server content to another provider. If you fail to move your website or server content off our servers prior to cancellation, we will delete all such content and we will not be able to provide a copy of such content.
c. Notice Regarding Licensed Images on Migration or Export (where available): Subject to all other applicable licenses terms and conditions, images available and licensed for use are intended for Heart Internet hosted customers only and are subject to the terms and conditions of third-party intellectual property rights and licensing restrictions. To the extent you wish to export or migrate your hosted product or service to another service provider (if available as an option), it is solely your responsibility to ensure your continued right to use any images incorporated therein, and you acknowledge and agree that Heart Internet does not warrant and shall have no responsibility for any claims resulting from your continued use after migration and/or termination (whichever occurs first).
d. Storage Capacity: The total amount of usable storage capacity for your particular Hosting Service(s) may differ from the represented capacity, as there is required space for the operating system(s), system file(s), and other supporting file(s).
e. Outbound Email Limit: To help prevent network abuse and ensure customers do not lose network access for using the same network as a spammer, our servers have an outbound email limit of 15,000 per day. If you need to send more than 15,000 emails per day, you should contact our support team for assistance, to propose a business case. We make no guarantee, warranty or representation that this limit can be increased, and we reserve the right to amend this limit in our sole discretion.
8. Your obligations; representations and warranties
a. Storage and Security. You shall be solely responsible for undertaking measures to: (1) prevent any loss or damage to your website or server content; (2) maintain independent archival and backup copies of your website or server content; and (3) ensure the security, confidentiality and integrity of all your website or server content transmitted through or stored on our servers.
Our servers are not an archive and we shall have no liability to you or any other person for loss, damage or destruction of any of your content. The Hosting Services are not intended to provide a PCI (Payment Card Industry) or HIPAA (Health Insurance Portability and Accountability Act) compliant environment and therefore should not be used or considered as one. You shall not use the Service in any way, in our sole discretion, that shall impair the functioning or operation of our services or equipment. Specifically, by way of example and not as a limitation, you shall not use the Hosting Services as: (1) a repository or instrument for placing or storing archived files; and/or (2) placing or storing material that can be downloaded through other websites. You acknowledge and agree that we have the right to carry out a forensic examination in the event of a compromise to your server or account.
b. Website/Server Content. You shall be solely responsible for providing, updating, uploading and maintaining your website or server and any and all files, pages, data, works, information and/or materials on, within, displayed, linked or transmitted to, from or through your website or server including, but not limited to, trade or service marks, images, photographs, illustrations, graphics, audio clips, video clips, email or other messages, meta tags, domain names, software and text. You acknowledge and agree that in the course of providing you with technical assistance, it may be necessary for our support staff to modify, alter or remove the content of your hosted product. Your website or server content shall also include any registered domain names provided by you or registered on behalf of you in connection with the Hosting Services.
If access to a third-party hosting website is required in the provision of any Service, you represent and warrant that you are authorised to provide us with access to the third-party hosting account for the purposes of this Service Agreement. You agree that you retain sole contractual and any other legal or fiduciary responsibilities related to your third-party hosting account.
If you request that we install any Third Party Software (defined below) not provided as part of the Hosting Services, you represent and warrant that (1) you have the right to use and install the Third Party Software, (2) you have paid the applicable licensing fees for the Third Party Software, and (3) the Third Party Software does not and shall not infringe on the intellectual property rights of any other person or entity.
9. Plesk. In the event you add Plesk to your server, you agree to be bound by the Plesk EULA, which is hereby incorporated by reference.
10. cPanel. In the event you add cPanel to your server, you agree to be bound by the cPanel EULA, which is hereby incorporated by reference.
a. cPanel Fair Usage Policy: This policy is a guide to understand the intended uses of our Services, and to prevent exploitation and abuse of the unlimited features offered in our plans. VPS with cPanel offers unlimited number of accounts. Although we do not wish to set a specific limit, as a guideline, a threshold of 100 accounts will be considered normal, reasonable use. We evaluate your usage in comparison to typical levels of usage engaged in by other users. In the event that you exceed this threshold, Heart Internet may in its sole and absolute discretion, assess additional usage charges for accounts in excess of the threshold or restrict additional accounts from being created. Where possible, Heart Internet will provide a notice of your usage in excess of the normal use.
11. Service Uptime Guarantee. Our Service Level Agreement applies to VPS.
12. Third Party Software.
a. Definition and Scope. As part of the Hosting Services, you may be allowed to use certain software, widgets, or other applications (“Software”) developed, owned, or licensed by a third-party. Your use of this Software may be subject to additional terms. If the Software is accompanied by or requires a license agreement from the third-party provider, your use of the Software is subject to that license agreement, in addition to this Service Agreement.
b. Terms and Conditions Applicable to all Software and Operating Software.
(i) You may use the Software and Operating Software solely as part of the Services. You may not remove, modify, or obscure any copyright, trademark, or other proprietary rights notices that are contained in or on the Software. Additionally, you may not sell, modify, re-use reverse-engineer, decompile, disassemble, reverse compile, create derivative works of or attempt to derive the source code from the Software.
(ii) Heart Internet may provide your personal information to third-party providers as required to provide the third-party Software. Heart Internet reserves the right to modify, change, or discontinue provision of the Software at any time.
(iii) Heart Internet makes no representations or warranties about any third-party Software offered in connection with the Hosting Services, and expressly disclaims any liability.
(iv) You will indemnify, defend, and hold harmless Heart Internet from and against any and all claims imposed upon or incurred by Heart Internet directly or indirectly arising from your use or misuse of the third-party Software. The providers of the third-party Software are third-party beneficiaries to this Services Agreement for purposes of enforcing their rights under this Services Agreement.
(v) the Hosting Services may be operated in both Linux® and Windows® environments. Each time you commission a server, we will provision the server with the operating system you choose.
(vi) We reserve the right to modify, change, or discontinue any Third-Party Software at any time, and you agree to cooperate in performing such steps as may be necessary to install any updates to the Third-Party Software. The Third-Party Software is neither sold nor distributed to you, and you may use the Third-Party Software solely as part of the Hosting Services. You may not use the Third-Party Software outside of the Hosting Services. We may provide your personal information to third-party providers as required to provide the Third-Party Software. You acknowledge and agree that your use of the Third-Party Software is subject to our agreement(s) with the third-party providers. In addition, if the Third-Party Software is accompanied by or requires consent to a service or license agreement from the third-party provider, your use of the Third-Party Software is subject to such service or license agreement. You may not download, install, or use any Third-Party Software that is accompanied by or requires consent to a service or license agreement from a third-party provider unless you first agree to the terms and conditions of such service or license agreement. You may not remove, modify, or obscure any copyright, trademark, or other proprietary rights notices that are contained in or on the Third-Party Software. You may not reverse engineer, decompile, or disassemble the Third-Party Software, except and only to the extent that such activity is expressly permitted by applicable law. You acknowledge and agree that the third-party providers (and their affiliates and suppliers) make no representations or warranties about any Third-Party Software offered in connection with the Hosting Services, and expressly disclaim any liability or damages (whether direct, indirect, or consequential) arising from the use of the Third-Party Software. You acknowledge and agree that any Third-Party Software will be supported by us and not by the third-party providers (or their affiliates or suppliers).
c. Additional Terms and Conditions Applicable to images and Software. The third-party providers listed in this section make no representations or warranties about any Software offered in connection with the Hosting Services, and expressly disclaim any liability or damages (whether direct, indirect, or consequential) arising from the use of the Software. You are responsible for managing and maintaining in good standing any paid subscription and/or account required with a third-party provider. You must cancel or terminate your paid subscription and/or account with the applicable third-party provider and not Heart Internet.
d. Regarding this Section, “Personal Data” means any information relating to an identified or identifiable natural person or, to the extent applicable under Applicable Laws, a household; an identifiable person is one who can be defined, directly or indirectly, notably but not limited to by reference to a user identification or unique identifier, such as name, identification number, precise geo-location data, online user identification, or by reference to one or more factors specific to physical, physiological, genetic, economic, cultural, or social identity. “Personal Data” does not include aggregated, anonymous, or de-identified data, such as Usage Data. “Usage Data” as used herein means any and all information reflecting the access or use of the Hosting Services by or on your behalf, including, but not limited to visit-, session-, steam-data and statistical or other analysis, information or data based on or derived from any of the foregoing. You acknowledge and agree that you have no rights to Usage Data, as such terms are defined by Applicable Laws.
13. Limitation of liability. In addition to the provisions set out in the General Terms and Conditions, in no event shall Heart Internet Ltd be liable for any direct or indirect losses, costs, expenses or otherwise including, but not limited to, loss of profits, loss of revenue, loss of goodwill, loss of business or loss of opportunity, arising from, or connected with, your actions or omissions.
14. Conflict. In the event of any conflict between these VPS Terms and Conditions, the Heart Internet Ltd Terms and Conditions and any other terms and conditions, these VPS Terms and Conditions shall prevail.