SERVICE FEATURES

Basic Features:

1. Disk Space: - We use a clustered storage technology, meaning that the storage resources of a hosting plan purchased from us are not confined to a single server, but are distributed between multiple machines. This ensures better performance and higher server reliability, and guarantees that you will be able to avail of all the storage quota that has been assigned to your particular account. Additional disk space is available as an upgrade option. Payment is accepted only in advance per year. Contact sales for more information.
2. Traffic : - Each hosting plan includes prepaid traffic quota. Additional traffic is available as an upgrade. Contact sales department for more information. Traffic must be prepaid before use or otherwise the account will be suspended for excessive quota.
3. Hosted Domains : - Hosting plans include domain hosting. Each hosting plan has a limit of domains that can be hosted.
4. Domain Registration : - Available on web hosting sign up and can be registered separately. Domain registrations are final and are not subject to refund.
5. E-mail accounts : - different number of e-mail accounts can be set per each web hosting plan
6. MySQL Database(s) : - MySQL databases are included in all our web hosting plans. Additional databases can be purchased as upgrade. Contact sales for more information.
7. Database Storage : - We offers unlimited mysql database storage for each hosting account. However, accounts with very large single databases can affect the overall server performance. Thus, we recommend that each database is kept under 200 MB in size. For accounts with databases over 500 MB in size, Resellers Panel may request that the number of total database usage be reduced to ensure proper performance or may terminate the Subscriber's account, with or without notice.

Optional Features:

8. Dedicated IP Address : - Our hosting accounts do not include a dedicated IP address, unless listed in the list of plan features. Dedicated IP addresses can be purchased at any time as an upgrade to the web hosting service, provided by Lonex. Dedicated IP addresses are purchased for a period of at least one year and are non-transferable to other web hosting providers. Contact sales for more information.
9. NB : - Please note that according to IANA - the entity that coordinates the global pool of IPs, newly requested dedicated IP addresses must be used within 7 days of their allocation. So, if you request a dedicated IP address from your Control Panel and do not assign it to a host within 7 days of the allocation date, then the IP address will be taken back to the global pool of IPs. If so, you will need to re-request the IP address from the Dedicated IP Addresses section of your Control Panel.
10. SSH : - Available as upgrade with the hosting plans. Contact sales for more information.
11. ID Protection : - This service ensures that your private contact information will not be visible in the domain's WHOIS details. Optional with all hosting plans, but available only with certain TLDs, supporting this option.

More comprehensive information about all features included in our web hosting packages is available on our web hosting plan pages.

SERVICE PAYMENT

Each customer will be able to take advantage of the package he/she has purchased at the introductory price levels and with one and the same set of features in the course of the whole contract period. We reserves the right to introduce certain changes to the packages (in the form of complementary services) to the benefit of the customers.

We will charge customers with fees based on the fee structure at the time of the sign-up process. We reserves the right to introduce price changes to the packages when needed. This means that the current price list may differ from the pricing and features of the customer's account.

When signing up for an account with us, the customer agrees to pay for the period of one year (365 days). Customers should abide by our Order Verification Policy. Our Sales Department will strictly scrutinize each account order and carefully processes each payment in order to ensure that no fraudulent user will take advantage of our web hosting system.

In credit card payments, a 12-month recurring billing cycle will apply for customer convenience. In case that a customer wants to cancel their recurring contract, they can do so by contacting our billing department.

SERVICE GUARANTEES

We guarantees 99.9% network uptime and server stability. This, however, does not refer to problems stemming from:

12. Server Hardware Breakdown
13. User error(s) or purposeful interruption(s) of the user service (e.g. if the client shuts his/her own server down, we are not responsible for the downtime);
14. Failure due to software that is not explicitly supported by us If a hardware crash provoked by the customer consequently happens, we are beyond the control and responsibility for the resulting downtime.

ACCOUNT/DATA BACKUP

We will be in no way held responsible for the files stored in your account. You, as a customer, agree to take full responsibility for all the files in your account and to maintain an appropriate backup of the data stored on our servers.

The domain name Redemption Grace Period (RGP) is a registry level period that starts about 30 days after the domain name's expiration date. During this period the domain name is kept on hold by the Registrar before it gets deleted. The domain registrant is allowed to retrieve the domain name from deletion, but this process costs additional redemption fee. The RGP fee depends on the given TLD and on the registrar through which it is registered.

The RGP period extends the time available for renewing domain names. However, any web site or e-mail services associated with the domain name will stop working and the domains that enter a redemption period may be removed from the zone files (the list of domain names currently in the global DNS).

Extended Redemption Grace Period - the extended redemption period adds another 7 - 30 days to the domain name's redemption period. During this period the domain name owner is allowed to retrieve the domain name from deletion by contacting the domain's registrar.

After the redemption period of an expired domain name is over, follows the Pending Delete Period - a registry level period of up to 5 days during which no one is allowed to renew the domain name and it cannot be newly registered because it's still not returned to the public pool of domain names.

Released by Registry Period - after the domain name's 'Pending Delete Period' is over, it is released back into the public pool of domain names and is newly available for registration.

We strongly recommend that the Customer renew their domain registrations before their domain names are placed into redemption period. After a domain name transits in redemption period, we are not able to prevent its zone files from being removed from the DNS system, and any web site and associated services will cease working.

ACCOUNT REGISTRATION AND MANAGEMENT

In consideration of their use of the Service, the Customer agrees to:

1. Provide true, accurate, current and complete information about themselves as prompted by the registration form of the Service. Maintain and promptly update registration data to keep it true, accurate, current and complete. If the customer provides any information that is untrue, inaccurate, not current or incomplete, or we have reasonable grounds to suspect (at its sole discretion) that such information is untrue, inaccurate, not current or incomplete, we have the right to suspend or terminate the customer's account and refuse any and all current or future use of the Service (or any portion thereof). If untrue details are used in order to avoid VAT the customer can be held responsible by the corresponding national tax collecting agency.
2. When introducing any changes to their contact details, customers are obliged to notify us in the course of a 10-business-day period after the changes become valid.
3. Customers will receive a password and account designation upon completing of the registration process of the Service. Customers are responsible for maintaining the confidentiality of their passwords and accounts, and are fully responsible for all activities that occur under that password or account. Customers agree to:
1. immediately notify us about any unauthorized use of their password or account or any other breach of security;
2. ensure that they safely exit (log out from) their account at the end of each session. We cannot and will not be liable for any loss or damage of account information arising from a customer's failure to comply with this provision.
4. If a hosting account is registered with details different than those of the person who paid for the account, and in the case of any dispute, We will take the side of the person who paid for the account and shall not provide access to any other person.
5. If the hosting account owner deceased prior to the account expiration we will require death certificate or any other legal document that can prove that fact. Those who provide that information will be held legally responsible if the information is untrue. Once such documents are obtained, We will be the sole arbiter in deciding whether the documents are authentic or not A record of the obtained documents will be kept until the expiration date of the hosting account.

ACCOUNT/DATA BACKUP

6. CPU usage (or usage of the Central Processing Unit(s) of the web server the customer's account is hosted on) - the CPU usage is subject to some regulations. Each hosting account can use up to 5% of the CPU power for no longer than 180 seconds at any given time in the course of 24 hours.
7. We strongly recommends that customers be very judicious when using the CPU power for their accounts. We reserve the right to block files or scripts that excessively use CPU and notify clients. We may suspend customer accounts in cases of registered impact on other accounts on the server or disturbance caused to the functioning of the server. If we do suspend an account, then its owner will be notified of that and provided with explanation of the situation. The account owner may be offered to upgrade.
8. E-mails - Users are not allowed to send more than 1500 emails per day/150 emails per hour per hosting account (each email can be sent to a maximum of 50 recipients, as each unique recipient will be counted as one message sent). Users are not allowed to send more than 1500 emails a day using a mailing list (or 1 email to 1500 subscribers, respectively). There is no limit on storage space. Each email account can host up to 200.000 stored messages.

You can create as many mailboxes as you need under one hosting account as long as you do not interfere with the other users on the server.

If a given user creates more than 3000 mailboxes under one hosting account, they could cause high server load by just modifying a password or change an alias.

This is why, if a particular hosting account simultaneously accommodates multiple mailboxes and its owner often executes changes like the ones mentioned above, then we'll be forced to disable the respective account and ask the client in question to migrate to a more powerful hosting environment where mailbox modification operations cannot lead to server performance issues.

Several specific limitations apply to the Domain Manager plan-included email service such as a maximum of 250 outbound emails per day/ 25 emails per hour. Your customers can see the specific disk storage quota allocation and the number of emails allowed per account in the Account Usage table in the Control Panel.

9. File Quota - There is no file quota limit for any one of our web hosting packages. Customers are allowed to have an unlimited number of files in their hosting account.
10. Disk Space & Traffic - We offers generous amounts of disk space and network bandwidth. Customers must not allow other websites or hosting servers to link to files stored in their hosting accounts, and thus steal network traffic. In order to escape unjust distribution of the resources, as well as possible sharing of illegal content, Customers are not allowed to use their hosting accounts as a remote storage server only or solely for the purpose of sharing (un)archived images, programs or sound files. At least 80% of all files and/or total megabytes used (including MP3, WAV, RA, GIF, JPG, ZIP, RAR, but not limited to these file types) in each hosting account must be a part of actual, active website(s) content, i.e. all content files must have corresponding HTML or PHP files that link to them. Audio, graphics and/or video files must be must be under 25% of the current web hosting disk usage and must never exceed 50 GB in size. Furthermore, such media files may amount to no more than 50% of the customer's total monthly traffic usage. Upon a support ticket request by our customer care team, each Customer must be able to prove that a given file is a constituent part of an actual page and not only stored on the server within 24 hours of the request. If the client fails to react within 24 hours after the request and does not remove the file/files in question, or if the apportioned traffic quota continues to be used for such purposes, the Provider reserves the right to suspend the account and/or to remove the aforesaid content from the server. In such cases, refunds are not applicable and the money-back guarantee is no longer valid.
11. MySQL usage - each database hosted in our system can be used only by the user who created it. Another user, whose account is hosted on the same or on another server, cannot use the database created in the first-mentioned customer account.

The MySQL database has a limit of 45,000 queries per hour. If you have reached 45,000 queries per a given hour, you will not be able to make any more queries. In the next hour you will have access to the database again and the counter will be reset. You can make a maximum of 15 simultaneous connections to a MySQL database.

12. Access and error logs - The access and error logs for all client's hosts in one account should not exceed 500 MB in total.

"UNLIMITED" USAGE POLICIES AND DEFINITIONS

The term “UNLIMITED” is used to describe the amount of resources in the web hosting plans provided by us, which is not set to a predefined limit value (for example - unlimited bandwidth, unlimited disk space, unlimited emails or other unlimited resources). By not setting limits on key resources, we are able to offer our customers a simple, consistent pricing scheme as their websites demand more and more resources. As a result, a typical website may experience periods of great popularity and a resulting increased storage need without experiencing any associated increase in hosting charges.

In all cases, when a service is listed as “Unlimited“, it is intended for normal web hosting usage only - all activities, which may result in excessive resource usage inconsistent with regular usage patterns, are prohibited.

Our Unlimited service offers are not designed to allow a single user to influence the overall server performance. We will make every effort to provide its customers with additional resources whenever possible, including the relocation of a customer's hosting account to a newer, faster server. However, if the resource usage reaches a level where it may influence the overall server performance in a negative way, we reserves the right to take corrective actions. Such actions may include disconnection or discontinuance of any and of all offered services, removal or deletion of customers' websites, website content, electronic mail, or termination of a customer's account according to our sole and absolute discretion.

SERVER USAGE & HOSTED CONTENT

Server content - MUST comply with the parameters stated in this TOS and our AUP (Acceptable Use Policy). Web content requirements exclude the publication of illegal content or content considered inappropriate otherwise. If any of ourservices are used for the illegal purpose of SPAM or UCE, then they will be terminated instantaneously. We expressly bans the use of any our hardware or software hosted on our server for trying to illegally access another hosted machine or network. For more detailed information regarding all prohibited uses of our server network, please closely review next chapter of these Terms and our AUP (Acceptable Use Policy). If you still have inquiries over the matter, feel free to contact our team.

Using our temporary URL is not defined as a bandwidth stealing. However customers should not rely on our temporary URL as a basic URL. Traffic processing there is not recommendable. We cannot and will not be held responsible for changing it afterwards. Customers are advised to use it temporarily and redirect their traffic to their own domains.

5. NO UNLAWFUL OR PROHIBITED USE

As a condition for customer use of the our services, you - the Customer, agree that you will not use our services for any purpose that is unlawful or prohibited by these terms, conditions, and notices, and our Acceptable Use Policy (AUP). Our servers can be used explicitly and only for legal purposes, and each attempt for taking indecent advantage of the servers, inconsistent with the rules, will be immediately counteracted.

Customers are solely responsible for the content of their messages. Using our services in connection with surveys, contests, pyramid schemes, chain letters, junk e-mail, spamming or any duplicative or unsolicited messages (commercial or other) is prohibited.

In this light, we expressly forbids any breach of Federal, State or Local regulation, including, but not limited to, the transmission of: copyrighted material, material legally judged to be threatening or obscene, and material protected by trade secrets. Our servers CANNOT be used for the propagation, distribution, housing, processing, storing, or handling in any way of lewd, obscene, adult or pornographic material, or any other material which is considered impermissible by the company's terms of service (this document) and the Acceptable Use Policy (AUP). Customers may not attempt to gain unauthorized access to any of our services, other accounts, computer systems or networks connected to any of our services, through hacking, password mining or other means. Customers may not obtain or attempt to obtain any materials or information through any means not intentionally made available by our services.

You also agree, that you will not use the services in a manner that:

• Is illegal, or promotes or encourages illegal activity such as ponzi schemes;
• Promotes, encourages or engages in child pornography or the exploitation of children;
• Promotes, encourages or engages in terrorism, violence against people, animals, or property;
• Promotes, encourages or engages in any spam or other unsolicited bulk email, or computer or network hacking or cracking;
• Participates or promotes the transmission of copyrighted material, material legally judged to be threatening or obscene, and material protected by trade secrets;
• Violates the Ryan Haight Online Pharmacy Consumer Protection Act of 2008 or similar legislation, or promotes, encourages or engages in the sale or distribution of prescription medication without a valid prescription;
• Violates the Fight Online Sex Trafficking Act of 2017 or similar legislation, or promotes or facilitates prostitution and/or sex trafficking;
• Infringes on the intellectual property rights of another User or any other person or entity;
• Violates the privacy or publicity rights of another Customer or any other person or entity, or breaches any duty of confidentiality that You owe to another Customer or any other person or entity;
• Interferes with the operation our services;
• Contains or installs any viruses, worms, bugs, Trojan horses or other code, files or programs designed to, or capable of, disrupting, damaging or limiting the functionality of any software or hardware; or
Contains false or deceptive language, or unsubstantiated or comparative claims, regarding our services.

Our management will thoroughly scrutinize all received orders and decide, to their own discretion, which of them do not comply with the officially stated requirements for use of the company servers. Wereserves the right to refuse service to unlawful parties. We reserves the right at all times to disclose any information, as We deem necessary, to satisfy any applicable law, regulation, legal process or governmental request, or to edit, refuse to post or to remove any information or materials, in whole or in part, in the sole discretion of us.

6. E-COMMERCE CUSTOMER WEBSITES

When buying an allocated space on our servers for the purpose of creating e-commerce online stores or related e-commerce activities websites, the Customer agrees to be fully responsible for the development, operation and maintenance of their web sites, online stores and e-commerce activities within that websites. The Customer is the only one in charge of approving, processing and filling customer orders and taking care of customer requests or complaints. The Customer is also the only one in charge of the payment or satisfaction of any and all taxes related to his/her web site and online store. The Customer bears the responsibility for ensuring the security and confidentiality of any customer data (including, without limitation, customer credit card numbers) that he/she may receive in connection with his/her web site or online store.

Each customer is in charge of all products and services, as well as all contents and materials appearing online, including:

• The accuracy and relevance of Customer Content, and content and material showcased in the Customer store or on its products;

1. Certainty that the Customer Content and content and materials appearing in the Customer store or on its products do not violate or infringe upon the rights of any person;
2. Certainty that the Customer Content and the content and materials appearing in the Customer store or on its products are not calumnitous or somehow illegal.

Each Customer guarantees to us that he/she owns the right to use the Customer Content and its material, including all text, graphics, sound, music, video, programming, scripts and applets. Each Customer warrants to us that the use, reproduction, propagation and transmission of the Customer Content and any information and materials contained inside do not, and will not:

Any dealings with third parties (including advertisers) carried out through our services, including participation in promotions, payment for goods and services, and/or any other terms, conditions, warranties or representations associated with such dealings or promotions, are solely between the Customer and the advertiser or the other third party. We shall not be responsible or liable for any part of such dealings or promotions.

8. CANCELLATION, REFUNDS & CHARGEBACKS

CANCELLATION & REFUNDS

Customer accounts are set up on a prepay basis. Customers may decide to cancel their accounts at any time, however we do not offer any refunds on cancelations.

To cancel an account, the customer needs to send an e-mail or support ticket to our Sales Department and provide any authentication credentials requested. Other forms of cancellation requests will not be accepted. Any incentives (free bonuses) offered to the customer upon sign-up will be also cancelled.

Domain name registrations/transfers, service upgrades and web hosting plan renewals are treated as non-refundable services and cannot be cancelled or refunded after being activated upon customer request. The customer will have the possibility to transfer his/her domain away to another host.

All credit requests for VISA, MasterCard are processed within 48 hours of the submission of the refund request (by e-mail or ticket, as mentioned above). The funds will be credited back to your credit/debit card and affect your credit/debit card balance in accordance with the credit/debit card issuer's terms of service.

NON-REFUNDABLE SERVICES

1. Non-Refundable Services: all service upgrades and plan renewal services purchased from the Web Hosting Control Panel; all 1-year or multi-year domain registration or transfer services purchased at sign-up or from the Web Hosting Control Panel.

All domain registrations and domain transfers are final and will be subject to a fee that is calculated on the basis of the actual NON-PROMOTIONAL annual price of the purchased domain's TLD, multiplied by the number of years of registration or transfer.

CHARGEBACKS

Chargebacks are not considered as a way of refunding. Any customer who initiates a credit card chargeback in response to a bill or order placed at us will be subject to full investigation.

If the chargeback has occurred due to some misunderstanding, a reverse payment procedure will be initiated with our authorized retailers and eventually the account will be re-activated.

If the user has sent a chargeback request based on groundless argumentations (according to our own judgment and these Web Hosting Terms of Service), then a dispute will be started with our authorized retailers in which the Web Hosting Terms of Service and the AUP will serve as proof of the customer's agreement. The retailers then, taking into consideration all provisions in these legal documents, will decide whether the customer has had sufficient grounds for the chargeback or we have the right to a reverse payment.

13. COMPLAINTS PROCEDURE

We are dedicated to providing the highest levels of customer service round the clock. If you feel dissatisfied with any aspect of our service, you are encouraged to make use of our complaints procedure detailed below.

In order to file a complaint, please send us an email to complaints@multiresourcegroup.com, specifying the nature of the problem you are experiencing. Please, provide as many details about your particular case as possible. The more we know about your situation, the better, prompt and adequate our resolution will be.

Here are our steps of addressing every single complaint:

1. We will confirm receipt of your complaint in writing, notifying you that the complaint will be addressed without delay. We reserves the right to refuse to investigate complaints which are obviously frivolous, abusive or offensive.
2. Our Customer Care representative will review your situation, search for an appropriate solution and inform you of the timeframe within which a response should be expected.
Ifour Customer Care representative cannot resolve your case within the pre-announced period, your complaint will be escalated to a Customer Care manager.
If the our Customer Care manager also can't provide an appropriate solution, then your complaint will be forwarded to the Company Director, who will further investigate the situation to ensure that all necessary measures have been taken. The Company Director will respond in writing within two working days, and reply with a solution within five working days.
An alternative complaint submission method is to make a call on 0330-4088840

16. TERMINATION

You agree that ResellersPanel, at its sole discretion, may terminate your password, account or use of the Service(or any part thereof), and remove and discard any Content within the Service if you violate this Agreement.

Please report any violations of these Terms of Service, the Acceptable Use Policy and the Domain Name Dispute Resolution Policy to complaints@multiresourcegroup.com.