Shared Server Service Agreement (Webhosting Account)
1. Contact Person, Client Support:
Account types larger than Level 1 include free written as well as telephonic support during stipulated support hours. The account type Level 1 includes free written support. Written support queries from clients are made via the administrations interface konsoleH. The client must be logged in at admin level to do this. (Login: Client number)
In general, client support orders are included in the all-inclusive price of the product. Queries regarding individual problems which take more than 15 minutes’ working time to solve are only handled in exceptional cases. In this case a fee is charged, after consultation with the client, of 21 Euro (including 19% VAT) per quarter hour.
2. Monitoring Services:
HTTP
SMTP
POP3
FTP
MySQL/PostgreSQL
Anti-spam filter
Anti-virus scanning
In addition, the system capacity utilisation, the hard disk volumes and mass mail sending are monitored. On shared servers the limit of 100 emails sent per hour cannot be exceeded.
A system failure will be disclosed on http://www.hetzner-status.de and maintenance work will be announced. You can subscribe to receive status reports by email in konsoleH under the menu item „Administration; Status Report“.
3. Data Protection:
All data is backed up daily by Hetzner Online. Data is retained for a maximum of 14 days and can be recovered on request through a verified support query (query from the client menu).
4. Content and Data of Webspace Accounts:
Changes made by support, such as the deleting, relocation and overriding of content and sensitive information which will be deployed and/or received by clients can only be made if these requests are verified by the administrations interface konsoleH/Robot or in writing as a fax containing the company stamp and a hand-written signature. Work which can be done by clients themselves and is possible to do must also be done by the client.
5. Changes to Configuration Files:
Generally, individual customisation to configuration files is not possible on shared servers. This applies to system settings and the services provided.
- Apache/PHP
An exception to this is PHP configuration (php.ini), which can be edited over the administration interface konsoleH. Settings which exceed the available values and set limits, and settings which are not displayed, cannot be altered. Many additional settings can be individually customised by clients via .htaccess. Additional PHP modules other than those offered are not installed. Individual PHP solutions e.g. PHP binaries, are not supported. An overview of installed modules is provided on http://testen.de/info.php (PHP5) as well as http://testen.de/info.php4. In addition, the following are available: Zend Optimizer, eAccelerator and ionCube Loader. Modifications of the root document are not implemented. - IMAP
The number of parallel IMAP connections for IP addresses is limited on the grounds of server stability. It is possible to have this number increased on request, but we are not obliged to do so. - SMTP
The settings which are offered, such as forwards, autoresponder, spam filter, SMS notification, black- and whitelist etc. can be changed by clients. Other individual settings and configuration of the mail system are not permitted. - MySQL
On shared MySQL servers it is not possible to change the values of my.cnf due to generally-used configuration. For each database created by clients, three database users are set up with exclusive access to this database. We do not set up a global database user for security reasons.
6. Process Monitoring:
To enable fair resource allocation there is a process monitoring system on shared servers which stops processes with excessive running times and/or RAM exploitation. For account types from Level 19 exceptions can be made for specifically defined processes, after they are first tested by the system administration. If the stability of the server or the network is affected, Hetzner Online has the right to correct and/or cancel these exceptions.
7. Installation of Additional Software:
The installation of additional software or libraries is not carried out by support. On request a compiler is made available to accounts from Level 19 up, with which the client can compile the necessary software packages. This is the sole responsibility of the client. There is no right to claim support services in this context.
8. Relocation within the Hetzner Online Server:
Relocation of maximum three accounts, not larger than 2 GB, which contain not more than one database, and which will be transferred within Hetzner Online’s shared/managed server, can be carried out by support.
9. Spam
The mail server may not be used for sending mass emails (= mails with the same content to more than 30 addresses) or unsolicited advertising. If this occurs all the same, the account of the user will be closed. Likewise, it is forbidden to misuse any other Hetzner Online service e.g. autoresponder or other programmes to send mass emails.
