Terms and Conditions
Web Hosting
These terms and conditions relate to the web hosting service provided by Snapfrozen Pty Ltd. Any changes regarding hosting accounts (i.e. DNS and password changes) must be emailed to support@snapfrozen.com.au.
Technical Support
Community plan is only intended for small websites, or connection only services like DNS.
Community plan is supported via our ticket system and email (24/7/365). Phone support is not provided for the community plan, excluding billing questions during business hours.
Business plan is supported via ticket system and email 24/7/365, and by phone during business hours.
Support for issues related to cPanel email service setup on client devices is limited to our knowledge base, ticket system and email. We can provide phone based email setup support upon request by scheduling an appointment with our technicians, which is charged at our normal support rate.
Our target response times are as follows
- Hosting support – 1 hour initial response, 4 hours resolution
- Billing support – 12 hours initial response, 24 hours resolution
- Maintenance – 12 hours initial response, 48 hours resolution (during business hours)
Support for issues related to G Suite email service is available by ticket system, email 24/7/365, and by phone during business hours.
Support for issues related to client devices is not provided by Snapfrozen, unless otherwise agreed.
Free cPanel Migrations
Free migrations are available upon request for clients using the latest version of cPanel, and who pay for one full year of web hosting services upfront. Snapfrozen reserves the right to deny free migration services for any reason.
Data Storage and Backup
Daily R1Soft backups are provided in addition to quoted disk space and are provided on a best effort basis.
Whilst we make our best efforts to protect your data. Snapfrozen does not guarantee the protection, integrity and storage of your data.
It is the client’s responsibility to make an independent backup of any critical data. Instructions for this are provided within our client knowledgebase.
Snapfrozen provides a self service restore feature within cPanel. If we are requested to perform a restore, this will incur a $50 restore fee.
Billing
New hosting and domain registration services are only provisioned upon full payment, unless otherwise arranged and agreed in writing.
We send three overdue invoice reminders. Upon the 3rd reminder, we reserve the right to suspend the account and stop all active services without any further notice.
Upon payment, account unsuspension will be completed on a best effort basis, within our regular support terms.
One week after suspension, Snapfrozen will archive client accounts.
If the client has exceeded suspension time and needs their account restored, this will incur a $75 restore fee. This service is provided on a best effort basis, within our regular support terms.
Downtime
Snapfrozen will use its commercially reasonable efforts to provide services at all times. Subscriber acknowledges that from time to time the services may be inaccessible or inoperable for various reasons, including periodic maintenance procedures or upgrades (“Scheduled Downtime”); or service malfunctions, and causes beyond Snapfrozen’s control or which are not reasonably foreseeable by Snapfrozen, including the interruption or failure of telecommunications or digital transmission links, hostile network attacks, or network congestion or other failures. Snapfrozen will provide at least forty-eight (48) hours advance notice to the subscriber for Scheduled Downtime, and will use commercially reasonable efforts to minimize any other disruption, inaccessibility and/or inoperability of its web servers. Snapfrozen has no responsibility for downtime resulting from a user’s actions.
Terms of Service
We don’t host anything illegal
All services provided by Snapfrozen are to be used for lawful purposes only. Transmission, storage, or presentation of any information, data or material in violation of any Australian Federal, State or Local law or the laws of any other relevant jurisdiction, is prohibited. This includes, but is not limited to: copyrighted material, material we judge to be threatening or obscene, material that jeopardises national security, or material protected by trade secret or other laws. The subscriber agrees to indemnify and hold harmless Snapfrozen, from any claims resulting from the subscriber’s use of Snapfrozen services which damages the subscriber or any other party.
We don’t host porn
Porn and other sex related material is prohibited on all Snapfrozen servers. This includes sites that may imply sexual content, or link to adult content elsewhere. This is also true for sites that promote any illegal activity or content that may be damaging to Snapfrozen servers or any other server on the Internet. Links to such materials are also prohibited. Snapfrozen will be the sole arbiter as to what constitutes a violation of this provision. Content that does not meet these standards will be removed without prior notice to the subscriber.
Prohibited content or links
Prohibited content or links include (but are not limited to):
- Chat (IRC) software
- Pirated software
- Hacking programs or archives
- Warez Sites
- Illegal distribution of copyrighted material.
- Adult (Porn) Sites
- Dedicated game servers
Prohibited housing
Housing of any of the following files is considered a violation of the terms of service:
- IRC, chat daemons and or anything like it
- Proxy servers of any kind
- PortScanning
- ShoutCast Servers
- PHP and Java Shells or anything like them are prohibited. If you need shell access, ask us, we might be able to help.
- Background Running Programs – We will run some background running programs, but these best be pre-approved by Snapfrozen staff before use.
We won’t put up with any kind of SPAM
Spamming – Sending unsolicited email from any Snapfrozen server or any server located on the Snapfrozen network is STRICTLY prohibited. Snapfrozen will be the sole arbiter as to what constitutes a violation of this provision. This also includes “optin”, “optout” mail programs and mail that either directly or indirectly references a domain contained within an account at Sanpfrozen. In addition to termination of any account found to be in violation there will also be a $200.00 penalty for every valid spam complaint processed by Snapfrozen staff.
We won’t be used and abused
Server Abuse – Any attempts to undermine or abuse a Snapfrozen server or subscriber of Snapfrozen is strictly not on, this includes but is not limited to:
- Logging into a server or account that you are not authorised to access
- Accessing data or taking any action to obtain services not intended for you or your use
- Attempting to probe, scan or test the vulnerability of any system, subsystem or network
- Tampering, hacking, modifying, or otherwise corrupting or breaching security or authentication measures without proper authorization
- Transmitting or storing material that contains viruses, Trojan horses, worms, time bombs, cancelbots or other computer programming routines or engines with the intent or effect of damaging, destroying, disrupting or otherwise impairing a computer’s functionality or the operation of the System
- Interfering with, intercepting or expropriating any system, data or information
- Interfering with service to any user, host or network including, without limitation, by means of overloading, “flooding,” “mailbombing,” or “crashing” any computer system
- Whether you personally did it or not, you’re responsible for all actions performed by your account. All sub-networks of Snapfrozen and all dedicated servers must adhere to the above policies.
Hacked Sites
In the event that your website is compromised by hacking, malicious attacks or DDoS we reserve the right to disable the site until reparations are made and the site is secured again.
We have a ‘best effort’ practice in relation to incident reporting in the event that we find your website has been hacked. And may then offer to assist you in re-securing your site.
The best way to keep your website safe from such attacks is by keeping the related software updated regularly. Alternatively, you can choose to do this yourself using the guide available in our Knowledge Base.
Until such time as the Website, service or email has been re-secured we reserve the right to act appropriately in order to protect our servers from disruption.
We have offsite backups that may help in restoring your site in the event of hacking or other malicious attacks.
Billing
We charge our services in advance, whereby services will be activated upon payment.
Overage billing
From 1 April 2011, Snapfrozen will charge $3/GB if you exceed the transfer quota as specified in your hosting plan.
Refunds
Please see our Refunds Policy.
Contact Details
It is the responsibility of the customer to keep their contact details up to date. These can be managed within the Snapfrozen client area.
Overdue accounts
We make every effort to contact clients regarding late payments for overdue accounts. However, we reserve the right to suspend services if accounts have not been paid by the service expiry date.
General
Terms of Service are subject to change on seven (7) days written notice. Written notice will be deemed to include notice sent by e-mail to the primary e-mail address we have on file or the primary postal address. This notice will be deemed to take effect immediately upon it being sent by us; successful delivery and/or receipt of such notice is the sole responsibility of the subscriber. These Terms of Service are a legally binding contract between the subscriber and Snapfrozen. By opening an account, the subscriber agrees to the above-stated terms. Anything not listed in the Terms of Service is open to interpretation and change by Snapfrozen administrators without prior notice. Any violation of these Terms of Service will result in termination of the account. Snapfrozen maintains the right to terminate accounts without prior notification. We reserve the right to remove any account with fifteen (15) days prior notice.
Remedy
You agree that your sole and exclusive remedy to any issues relating to the Snapfrozen Service is to discontinue using the Service.
Limitation of liability
Recovery of damages from Snapfrozen may not exceed the amount of fees it has collected on the account.
Snapfrozen gives no condition, warranty or undertaking and makes no representation to customers about the suitability of, or fitness of Hosting Services for the Client’s purposes other than those conditions, warranties, undertakings or representations expressly set out in these conditions.
We will not be liable to you or any third party for any indirect or consequential loss or damage, costs, expenses or other claims for consequential compensation whatsoever or howsoever caused which arise out of or in connection with this agreement, or for loss of profit, loss of business, loss of data, depletion of goodwill or loss occurring in the normal course of business or otherwise.
Snapfrozen will have no liability for any loss or damage to any data stored on Servers or back-up facilities. You must maintain adequate insurance cover in respect of any loss or damage to data stored on Servers or back-up facilities.
Development
By accepting a development quotation, the client and Snapfrozen agree to be bound by the following terms and conditions. Snapfrozen will provide the services as outlined in the quotation to the client by the completion date specified, subject to any reasonable delay suffered by the Snapfrozen.
Permissions
The client will obtain all necessary licences, permissions and approvals relative to the provision of the services.
Changes
Changes to the services may only be made by mutual agreement between the Snapfrozen and client in writing. Additional revisions can be completed on a time and materials basis. We allow for a single revision of text after it has been loaded into the site.
Delays
If Snapfrozen is prevented or delayed from performing the services as a result of the client’s failure to perform its obligations under this agreement in a timely and effective manner, the client agrees to pay Snapfrozen an additional fee (to be calculated in accordance with Snapfrozen’s current rates) and exempt Snapfrozen from any consequential breach of this agreement.
Subcontracting
Snapfrozen may subcontract all or any of the services and the delivery of the deliverables.
Payment
Snapfrozen is to provide a fee in their quotation to the client, based on a preliminary project scoping obtained from the information provided by the client. If necessary, Snapfrozen will work with the client to refine the budget and deliverables.
The fee is inclusive of taxes, duties and charges imposed or levied in Australia or overseas in connection with the supply of the Services, including (but not limited to) any tax in relation to the supply of goods and services under the legislation entitled “a New Tax System (Goods and Services Tax) Act 1999” (Taxes).
Fee Structure
The client will pay the fee in two installments: 50% of the fee to Snapfrozen on the date of commencement, and 50% on the date of completion. Snapfrozen may suspend the services and/or the delivery of the deliverables if the fees are not paid when due, as outlined above.
Confidential Information
A party will not, except as authorized by the other party or required in carrying out the Services, use or divulge any confidential information of the other party.
Bug Policy
Snapfrozen offers a three month-warranty and encourage clients to conduct their testing during this period. Following this period, bug fixes will be charged at our maintenance rate.
Termination
Either party may terminate this agreement by written notice to the other party:
If in the reasonable opinion of either party, the other party is in breach of its obligations under this agreement and fails to remedy that breach within 14 days of being requested in writing by the other party to do so;
If an order is made to wind up either party or either party goes into liquidation whether voluntarily or otherwise;
If either party is dissolved, whether by statute or otherwise;
If either party makes an assignment for the benefit of, or enters into an arrangement or composition with, its creditors or has an administrator appointed.
Refunds
Please see our Refund Policy.
General
This proposal assumes goodwill from both sides, in terms of what can reasonably be achieved in the time frame, and a willingness to make best use of resources to achieve the most useful outcomes.
