Public offer
1. Definitions
1.1. "User Agreement" — the rules for using the Services of the hosting provider ServStore, binding on all Clients of the company.
1.2. "Hosting Provider, Contractor" — the company that provides the Services.
1.3. "Service" — a product of the company purchased by the Client for a certain period.
1.4. "Plan" — the types of services listed on the website and available for order by Users.
1.5. "User, Client, Customer" — an individual who uses the company's Services.
1.6. "Ticket" — the means of communication between the Client and the company's support departments.
1.7. "Billing System" — the Client's personal account area, which shows all current information about the User's Account and the company's available Plans.
1.8. "Order" — a service purchased by the Client that is currently being processed.
1.9. "Account" — the Client's personal profile containing the data used to identify the User in the Billing System. Each Account is linked to a specific e-mail address, which is also used to purchase and use the Services.
2. General provisions
2.1. This Agreement is concluded by registering on the Contractor's official website ServStore.net, which assigns the Customer a unique user login, and by the Customer's subsequent payment of an invoice issued by the Contractor.
2.2. The Hosting Provider's administration has the full right to make changes to the page describing the provision of Services without notifying Users.
2.3. The service policy published on the Hosting Provider's website has no limited period of validity.
2.4. The Billing System contains complete and up-to-date information about all Services provided by the Hosting Provider.
3. Service prices
3.1. The price of each Service is shown on the Hosting Provider's website.
3.2. The Hosting Provider has the full right to change the price of any existing Plan.
3.3. If the price of a Service changes, the Hosting Provider undertakes to inform Clients within 24 hours.
3.4. The Hosting Provider may change the price of a Service only in the following cases:
3.4.1. A change in the exchange rate of the currency used.
3.4.2. A change in the cost of renting server hardware.
3.5. In the Billing System the Hosting Provider shows the current setup fee for the various types of Plans, as well as the renewal price of each service.
3.6. The User's obligation to pay for a Service is deemed fulfilled when the funds are received by the Hosting Provider.
4. Rights, obligations and liability of the Client
4.1. The Client bears full responsibility for the Service they use.
4.2. The User of the Service has the full right to install and use any software, provided that such software does not infringe copyright or the laws of any State.
4.2.1. The use of malicious software on the servers provided is prohibited.
4.2.2. The use of scripts published on hacking forums for hacking and attacks, as well as network scanners, proxy checkers and similar software, is prohibited.
4.2.3. Carrying out DDoS attacks on any services, as well as testing DDoS attacks from the Services provided, is prohibited.
4.2.4. Placing any kind of pornography on the resources used, as well as nationalist propaganda, is prohibited.
4.2.5. Placing information or software that contradicts and/or is prohibited by the laws of any state, or by copyright and related-rights law, is prohibited.
4.2.6. Creating and hosting forums and social networks of a terrorist, suicidal, drug-related or sectarian nature is prohibited.
4.2.7. Mass e-mail mailings are prohibited, except where authorised by the Hosting Provider itself.
4.2.8. Violating the privacy of Users — publishing confidential, provocative, offensive or defamatory information — is prohibited.
4.2.9. Deliberately damaging the stable operation of the Hosting Provider's servers and other resources is prohibited.
4.2.10. Installing and using programs (scripts) for mining cryptocurrency on the Hosting Provider's services using the capacity provided is prohibited.
4.2.11. Improper conduct towards the Hosting Provider's staff, including insults, defamatory statements and obscene language, is not permitted.
4.3. If clauses 4.2–4.2.10 are breached, the Client is given 24 hours to remedy the breach; otherwise the Hosting Provider's administration has the full right to terminate the Service early without a refund.
4.4. Any problems with the operating system, installed software and its use are the Client's responsibility.
4.5. The Client assumes full responsibility for regularly making backups of valuable files stored on the services.
5. Terms and procedure for domain name registration
5.1. Domains are registered in accordance with this User Agreement, the domain name regulations and the domain registration procedure established and published on the Contractor's website.
5.2. The Contractor registers domain names on the basis of agreements with the administrators of regional domains and other registration organisations.
5.3. To register a domain, the Customer must provide truthful data when registering on the Contractor's website. If false data is provided, the Contractor may refuse to register the domain or suspend the delegation of an already registered domain. The following documents may be used to confirm identity:
5.3.1. for a legal entity — copies of registration documents certified with the organisation's seal and the signature of the responsible person;
5.3.2. for an individual — a high-resolution colour scan/photo of a passport or another identity document.
These documents may be sent by e-mail to the addresses shown on the Contractor's website or to the Contractor's postal address.
5.4. A domain name is registered if all registration requirements and conditions are met, namely:
5.4.1. the Customer has paid for the registration service in full;
5.4.2. the Customer has provided truthful data about themselves/their organisation;
5.4.3. the domain name is available at the time of registration;
5.4.4. registration of the domain name does not violate moral and ethical standards or international law.
5.5. A domain is deemed registered, and the Customer's domain registration request is deemed fulfilled, from the moment the domain record is published with the status OK or Registered (or another status according to the zone rules) in the domain zone Registry and public whois services.
5.6. The Customer's responsibility for each domain ends when the domain's registration period expires. The registration period is shown in the corresponding domain record in the client area.
5.7. The price of restoring a domain after its registration period has expired may differ from the regular renewal price.
5.8. If, after the domain's registration period has expired, the current holder does not renew the registration, the Contractor may, after 28 days, delete the domain from the registry and transfer it to another registrar.
5.9. The Contractor may disclose or update the registrant data of any domain name.
5.10. Upon an official request from authorised bodies and organisations, the Contractor may provide data about a domain and its registrant(s), even if the whois data for that domain and registrar were hidden.
5.11. The Customer agrees that the Contractor, the Administrator and the Registry Operator bear no responsibility for the consequences of the use or misuse of the Customer's domain names, including towards third parties, or for the Customer's infringement of any third-party rights.
5.12. No refunds are made for registered domain(s) under this Regulation under any circumstances.
5.13. All operations with a domain are performed in accordance with the rules and regulations of the domain zone in which it is being registered or is registered.
5.14. Rights and responsibilities of registrants of international domain names: http://www.icann.org/en/resources/registrars/registrant-rights/benefits
6. Rights, obligations and liability of the company
6.1. The Hosting Provider provides the Services in accordance with the information on the website.
6.2. After the Order has been placed and paid in full, the Client receives all the data needed to manage the Service.
6.3. The Hosting Provider guarantees proper quality of the server hardware and prompt elimination of any faults as quickly as possible.
6.4. The Hosting Provider's technical staff may carry out planned maintenance at any time of day (excluding unplanned failures and force majeure).
6.5. The Hosting Provider is not liable for damage caused by third parties, including fires, floods and similar emergencies, natural disasters and catastrophes.
6.6. The Hosting Provider has the full right to disclose information about the Client upon an official request from law enforcement authorities.
6.7. The company is not responsible for the installation of third-party operating systems and other software on servers that may cause problems with the use of the Service.
6.8. If the service ordered by the client is not available, the provider undertakes to offer alternative plans for the client to choose from (refunds not included).
6.9. Problems with server access and connectivity are the responsibility of the Hosting Provider.
6.10. If a Service is down for more than 24 hours, the Hosting Provider undertakes to compensate the full days corresponding to the downtime.
6.10.1. To receive compensation for Service downtime, the Client must contact the technical department via the company's Ticket system.
6.10.2. Downtime compensation is provided only in the form of additional days.
6.10.3. The company undertakes to credit the downtime compensation within forty-eight hours.
6.11. If a Virtual Server or Virtual Hosting service is not paid on time, the inactive service is automatically deleted together with its data 48 hours after it is stopped. For dedicated servers the auto-deletion period is 24 hours.
6.12. The Contractor is not responsible for the safety of the Customer's data. The Customer must back up their data independently and in good time.
7. Delivery and transfer of service data to the User
7.1. When registering an account, the User provides an e-mail address to which up-to-date information about subsequent orders will be sent.
7.2. The company undertakes to deliver a purchased Service of any type to the Client within forty-eight hours. There are exceptions when the provider may delay delivery, notifying the Client accordingly.
7.3. The data of the purchased service is sent to the e-mail address specified by the Client at payment and is also shown in the corresponding section of the Billing System.
7.4. Not receiving an e-mail about the need to pay for a Service to renew it is not a reason for not paying for the Service.
8. Special conditions and liability of the parties
8.1. The Contractor does not compensate direct or indirect losses incurred by the Customer as a result of using or being unable to use the Services, including damage incurred by the Customer as a result of errors, omissions, interruptions, deletion of files, defects, delays in operation or data transfer, changes in functions and other causes.
The Contractor's liability is limited solely to providing additional time of use depending on the duration of the interruption in the provision of services. The Customer's lost profits are not compensated by the Contractor.
8.2. The Contractor is not responsible for the quality of public communication channels through which the Services are accessed.
8.3. The Contractor is not responsible for the content of information transmitted by the Customer over the Internet.
8.4. The Customer is solely responsible for the content of information transmitted by them or by another person using the Customer's data over the Internet, as well as for harm caused by their actions (personally or by another person using their details) to the person or property of citizens, legal entities, the state or the moral principles of society.
8.5. The Customer assumes full responsibility and the risks associated with using the Internet through the Contractor's services, including responsibility for assessing the accuracy, completeness and usefulness of any opinions, ideas and other information, as well as the quality and properties of goods and services distributed on the Internet and provided to the Customer through the Contractor's services.
8.6. If their resource is not working, the Customer must report the problem to the support service within 5 days; otherwise the Contractor is not responsible for the safety of the Customer's data.
8.7. The Customer is fully responsible for keeping their password safe and for any losses that may arise from its unauthorised use. If the login and password are stolen through the fault of third parties, the client may send the Contractor a request to change the login and password, attaching a financial document confirming payment for the services and, at the Contractor's request, an identity document of the Customer. The Registrar is not responsible for the actions of third parties who committed the theft and caused damage to the Customer. The Customer decides independently which competent authorities to contact to protect their rights and legitimate interests, to bring the perpetrators to justice and to recover the damage caused from them.
8.8. The parties undertake to keep the Customer's network credentials (password and name) confidential.
9. Refunds
9.1. Refunds are made only in the event of a confirmed fault of the server hardware. Responsibility for the ability to configure the service lies solely with the client; no refund is made in such a case.
9.2. If technical problems are found on the Hosting Provider's hardware, the Client has the full right, within 14 days of the activation of the service, to request a refund to the payment details from which the payment was made. If access to the original payment details has been lost, the refund is considered individually.
9.3. The Client may receive a refund only for the actually unused days of an activated Service.
9.4. The maximum refund period for a Service is fourteen business days of the company.
9.5. The Hosting Provider's administration has the full right to refuse a refund to the Client without giving reasons.
9.6. Refunds can only be made to the user's account balance (except in situations related to technical problems).
9.7. If the fault found was caused by the Client, the amount needed to cover the company's losses is deducted from the full refund, and the Customer is refunded in proportion to the cost of the unused volume of services.
9.8. Refunds are not possible for certain types of services, such as additional IPv4 addresses, DNS hosting, control panels, domain names, external FTP storage, ISP licences, service administration, and other additional Services of the Hosting Provider.
9.9. Withdrawal of funds from the Billing System balance is not available.
9.10. A refund to the Client may be refused if the clauses of the Hosting Provider's User Agreement have been breached.
10. Client support
10.1. Client support on various questions is provided via the online chat on servstore.net and in the Billing System (using Tickets).
10.2. The Client consultation service (online chat on the website) is available around the clock, seven days a week (except planned holidays).
The Client technical support department (Ticket system) works from 10:00 to 20:00 (except planned holidays).
The Client emergency support department (Ticket system) works around the clock, seven days a week.
10.3. Client consultations and basic technical support (including: configuring DNS records, installing ISP panels, installing SSL certificates on the web server, help with moving from the previous provider) are provided free of charge to every Client of the Hosting Provider.
10.4. The Client consultation and technical support services respond to requests within 24 hours.
10.5. The Hosting Provider may provide in-depth technical support for an additional fee paid by the Client.
10.6. The price of additional services varies depending on the complexity of the task (exact information should be requested via a Ticket).
11. Warranty obligations
11.1. The Hosting Provider guarantees that it has all legal grounds to grant the Client the right to use the Services under this User Agreement.
11.2. All rights to the Hosting Provider and its components belong to the company.
11.3. The Hosting Provider undertakes to make every possible effort to ensure the stable operation of the hardware and other services.
11.4. The Hosting Provider guarantees the stable operation of the Billing System and the company's other websites when using current supported versions of operating systems and web browsers.
11.5. The Hosting Provider cannot guarantee continuous, uninterrupted or error-free operation of the services. The Client may take indirect part in improving or fixing any of the Hosting Provider's services.
11.6. The Hosting Provider may temporarily suspend the Client's access to a service to carry out preventive (including force majeure) work on the hardware side. Affected clients are always notified of planned work.
11.7. The Hosting Provider may suspend the Client's access to a service/account if facts are found that violate the rules described in the User Agreement and in the Terms of Service.
11.8. The Hosting Provider may refund money and cancel a paid service at the client's own request when a request is created in accordance with the section "Refunds".
11.9. The Hosting Provider undertakes to provide all Clients and Users with technical and consultation support during working hours within 24 hours of the request being created.
Contacts
Hosting provider: © ServStore
Support: support@servstore.net
Before purchasing a service, every User should read the company's User Agreement. If you disagree with any clause of this offer, you have the full right to decline the Hosting Provider's Services.
Terms of use
1. Account
1.1. By registering on the website, the User takes responsibility for the truthfulness and completeness of the personal data provided (full name, phone, e-mail, etc.) and for keeping it up to date while using the hosting. Deliberately false information may result in the account being blocked and a ban on using the provider's services.
2. Data on hosting accounts
2.1. The services provided to the User must, firstly, be used exclusively for lawful purposes and, secondly, must not contradict international legislation.
2.2. Using the provider's services to infringe intellectual property rights is prohibited.
3. Materials that may not be hosted
Hosting web resources:
3.1. that show signs of propaganda or support for activities contrary to international legislation;
3.2. containing archives or warez that distribute copyrighted materials;
3.3. distributing passwords to websites or promoting ways to bypass protection or crack software;
3.4. containing pornographic material of any kind;
3.5. online casinos and other gambling.
Actions including:
3.6. illegal copying/distribution of software;
3.7. copying/distribution of audio files and videos without the right holders' permission;
3.8. distribution of information or software containing malicious code/programs, or that may disrupt computers connected to the Internet;
3.9. trading in any narcotic and/or toxic substances without the legally required documents;
3.10. passing account passwords received from the Contractor to third parties;
3.11. use of PROXY and other programs that run a remote console on the server, unless supported by a special agreement;
3.12. hacking — gaining unauthorised access to systems connected to the Internet;
3.13. nmapping — port scanning in the Contractor's network or any other networks accessible on the Internet, including computer systems' ports;
3.14. organising and carrying out attacks of any kind on computer systems in the Contractor's network or in any other networks connected to the Internet;
3.15. network flooding — automated consumption of network packets or traffic from or on the client's equipment;
3.16. any other actions that do not comply with international law.
4. Spam
Any user who performs the following actions:
4.1. altering service data in the headers of messages sent by e-mail via SMTP; when sending e-mails from a website without prior authorisation, it is recommended to specify in the sender field an existing mailbox created on the Contractor's hosting;
4.2. spam — sending unsolicited messages to persons who have not consented to receive them, sending unsolicited advertisements to users' e-mail and/or newsgroups. A message in this context is any message sent by e-mail, IRC, ICQ, Jabber, Yahoo Messenger, AOL Instant Messenger, MSN Messenger or any other messaging means/protocols, as well as posts on forums, guest books, etc.;
4.3. sending spam via third-party servers (computers) that contains information about resources hosted on the Contractor's equipment;
4.4. mail bombing — sending many identical messages to a specific e-mail address, adding a person to a mailing list without their consent, sending many off-topic messages to many newsgroups;
will be blocked by the provider with or without prior notice.
4.5. Hosting websites advertised through spam mailings on the provider's servers is prohibited. An account whose actions caused an IP address belonging to the Contractor to be blacklisted is blocked immediately.
5. Use of resources
5.1. Installing programs on a shared hosting account that consume more than 10% RAM and/or 5% CPU of the web server, or 1% CPU (for all plans) of the database server;
5.2. Exceeding the disk quota limits.
6. Viruses
6.1. If viruses are found on the User's hosting account, the User receives a notice about the problem — shell scripts or any malicious software — together with a request to reply and to clean the account of threats.
6.2. The Contractor's representatives must receive a reply from the User via tickets or e-mail within 24 hours. If this does not happen within the period set by the rules, the account will be blocked.
6.3. The Contractor may block the account without sending an additional message before the agreed period expires if the account threatens the operation of server services.
7. Reasons a website may be blocked
7.1. Situations that may lead to an account being blocked:
7.1.1. the client is late with payment for the services provided;
7.1.2. the client has violated one or more of the provider's Rules.
7.2. If the User has performed actions listed in section 3 of these Rules, the account will be deleted without a refund of the prepayment.
7.3. If the traffic or disk quota is exceeded, the account is blocked automatically. It can be unblocked only after contacting technical support.
7.4. While the account or server is blocked:
7.4.1. The User must continue to pay according to the chosen plan. 30 days after the payment became overdue, the account will be deleted automatically with no possibility of recovery.
7.4.2. The Contractor may block any User account without explanation if the User has performed actions that are interpreted as unacceptable towards the Contractor but are not described in these Rules.
8. Liability of the parties
8.1. The User is responsible for any actions performed in their accounts, including infection with viruses, malicious software and shell scripts. This rule also applies when the account credentials have become known to third parties.
8.2. It is recommended to set strong passwords that an attacker cannot guess. In addition, enable the protection systems available to you that prevent theft/use of your password and login;
8.3. The Contractor does not and cannot bear any financial liability exceeding the amount received from the client as payment for the services provided;
8.4. The Contractor is not liable in the event of force majeure. The Contractor's direct duties include taking reasonable measures to prevent force majeure and to overcome its consequences as quickly as possible;
8.5. The Contractor is not responsible for possible damage or delays resulting from:
8.5.1. blocking/deletion of a web resource for reasons described in these Rules;
8.5.2. problems arising from connections or data transfer outside the Contractor's equipment.
9. Data retention rules for unpaid accounts
9.1. Shared hosting accounts are kept on the servers for no more than 20 days after the end of the paid period.
9.2. Virtual private servers (VPS/VDS) are deleted immediately after the end of the paid period and are blocked one day before the end of the paid period.
9.3. Dedicated servers are guaranteed to be kept for the client for 24 hours after payment expires, after which they are sent for disk wiping and rebuilding. If you need to postpone payment, you can contact your personal manager or technical support. If we have not received a message from you about postponing payment, all data will be deleted according to these rules within the periods described in them.
Technical support. 1. General information
1.1. To optimise the speed and quality of handling client requests, ServStore technical support is divided into two channels:
1.1.1. Online chat for consultations on accounting questions, the client panel and the hosting control panel, and the company's services.
1.1.2. Tickets in the client area for tasks that take longer to solve than a regular consultation. A request to technical support can only be sent after logging in to the client panel.
1.2. What you need to know about how tickets are handled:
Technical support is provided when there is a ticket created in the client area (login required). Requests sent via online chat or e-mail are not considered official; they are purely advisory.
As a rule, technical support replies within an hour; the time varies depending on the nature of the problem and the workload of the support staff. If a client's request cannot be handled quickly, the client will be notified of the reason for the delay and when a reply will be provided.
If a client needs an answer to frequently asked questions, technical support may reply with a link to the relevant pages of the ServStore Knowledge Base.
Technical support. 2. Rules for hosting technical support
2.1. Tasks that are the responsibility of Shared Hosting technical support:
2.1.1. Problems related to ServStore services not working: SSH, Apache, MySQL, FTP, e-mail, the client area, the hosting account control panel.
2.1.2. Consultations on managing the user area and the hosting account control panel.
2.1.3. Notifying clients of planned work on servers and of the status of the provider's services.
2.2. Tasks that are not the responsibility of technical support:
2.2.1. Changing the source code of clients' websites, testing script performance on the hosting. The developers of the web resources are responsible for these processes.
2.2.2. Helping to install/configure scripts and software. If the client cannot do this themselves, they should contact a developer.
2.2.3. Performing operations the client can do themselves in the client area or the hosting control panel.
2.2.4. Configuring the hosting server to the client's parameters. If shared hosting does not meet the needs of the client's website, moving to a dedicated server or VPS, which can be configured individually, is recommended.
2.2.5. Configuring software on the hosting client's computer.
2.2.6. Teaching clients to manage software, program or find bugs in programs.
2.2.7. The tasks listed above can be performed for a separate fee. The price and timing of the work are agreed with the client individually.
Technical support. 3. Technical support for VPS/dedicated servers
3.1. Main points:
3.1.1. Maintenance and full administration of servers are not tasks the company undertakes. It is assumed that after root access to the server has been handed over, further maintenance is carried out by the client.
3.1.2. All of the above can be done for a fee for both VPS and Dedicated Servers. In addition, more complex tasks can be performed for a fee, including fine-tuning software installed on the server, fixing errors, installing software from source, etc.
3.1.3. The price of paid administration is negotiable. Preliminary timescales are agreed between the company's representative and the client before payment. If the task could not be solved within the paid time, the company's representative tells the client how much work has been done and what further actions are possible — the client can complete the work themselves or pay for its completion.
3.1.4. Analysing logs and searching for a solution is also work. Unfortunately, some failures can be truly critical and cannot be fixed without reinstalling software, the control panel or even the OS. If the result of paid or free administration is the conclusion that the task cannot be completed, it is still considered work done, since analysing data and looking for solutions also takes time.
3.2. Free administration of VPS/Dedicated includes:
3.2.1. Installing or reinstalling an operating system from the list of those allowed on the VPS/dedicated server.
3.2.2. Installing a control panel for the VPS/dedicated server, provided the control panel chosen by the client is compatible with the operating system (the panel is installed only on a clean OS).
3.3. Server administration services are provided for a fee upon a request in the ticket system. The price, scope and time of the work are agreed with the client individually. The price and completion time may change if an unforeseen situation arises (agreed with the client). Technical support representatives reserve the right to refuse assistance at any time. In this case the client gets their money back.
Technical support. 4. Website migration terms
The service of moving websites to ServStore hosting is provided either free of charge or for a fee, depending on a number of conditions.
4.1. Free website migration is provided in the following cases:
4.1.1. Moving 1–3 websites from another provider to ServStore (shared hosting, VPS, dedicated server). Minimum payment period for the service — 1 month.
4.1.2. Moving 1–3 websites from ServStore shared hosting to a ServStore dedicated server. Minimum payment period for the service — 1 month.
4.1.3. Moving 1–3 websites from ServStore shared hosting to a ServStore VPS. Minimum payment period for the service — 2 months.
4.1.4. If within this period the client requests a refund, the cost of the migration (1 website/$3) will be deducted from the amount.
4.1.5. When moving 1–3 websites, a fee may be charged if the total size of all web resources and databases exceeds 10 GB.
4.2. Paid website migration is provided in the following cases:
4.2.1. More than 3 websites. The price of moving each web resource from the 4th onwards is $3.
4.2.2. The total size of web resources (databases, files) exceeds 10 GB. Moving each incomplete 5 GB (counted from the first MB, not from the 10th GB) costs $2.
4.2.3. A website (or several) is moved to a cheaper type of hosting (for example, from a VPS to shared hosting). The price of each move, from the first — 1 website/$3.
4.3. Migration includes:
4.3.1. copying/moving the website files to ServStore hosting;
4.3.2. optionally — exporting/importing databases, configuring the scripts' database connection, updating the paths specified in the scripts.
4.4. During migration it may be necessary to copy the settings of system services, which applies only to migration to a virtual private server or dedicated server. Mandatory: the specifications of the target server must match or be higher than those of the current one. The client must also provide the technical department with a description of how to check the server's functionality. The price of this type of work is 1 service/$3.
4.5. The website will be moved to ServStore hosting in the same state as at the time the request is processed. For example, if the web resource is hacked or does not work on the old platform, it will be moved in the same state.
4.6. It is recommended not to change the website's settings or update its content after the migration request has been confirmed. If our technical staff copy and import the files and databases and the client then makes changes on the old hosting, repeating the procedure will be charged.
4.7. If more than one engine (CMS, framework, scripts with separate configuration files) is located in the directory of the main web resource, each of them is considered a separate web resource.
4.8. After migration a basic check of the website is carried out: the home page and login to the admin panel are tested, and several page transitions are made.
4.9. If the website has important functionality, the client must provide a description of how to check that it works.
4.10. If there are special requirements for the website (for example, it runs on a specific PHP version, non-standard permissions must be set on directories, etc.), you must tell us about them before the website is moved to ServStore hosting. This makes the migration fast and saves our technical department additional questions.
Technical support. 5. How to submit a migration request
A website migration request is submitted only via a ticket — the section of the client panel used to contact technical support.
5.1. The request must include:
5.1.1. The domains of the websites to be moved.
5.1.2. The address of the current hosting control panel, the username and password for logging in.
5.1.3. If FTP, SSH access details or a link to phpMyAdmin cannot be obtained via the panel — add them to the request.
5.1.4. Features of the website that may be important for the migration.
5.1.5. The migration will be completed within 72 hours from the moment the data provided has been checked. The client will be notified when work starts.
5.2. It is important that the platform from which the migration is made is paid for at least 3 days (72 hours) ahead. Deleting files from it during this time is not recommended.
5.3. Paid website migration is carried out only after the client has paid the full amount.
5.4. Urgent website migration is paid (this service is agreed in advance), regardless of the number of web resources and their total size.
5.5. When the work is completed, a corresponding message from the technical department representative will appear in the client's request. Within the following 36 hours the client can check the website and report any errors found, provided a copy is kept on the previous hosting and access to it is open.
5.6. If no request is sent to technical support within 36 hours after the website has been moved, the migration is considered successful.
How to ask technical support a question: some recommendations
When contacting us via online chat, specify the e-mail address linked to your account. This allows the chat operator to provide a quality consultation faster.
Please keep a formal, business-like tone when communicating with technical support representatives. Insults, obscene language and other forms of disrespect towards support staff may lead to refusal of any technical assistance and to a review of the terms of further cooperation with the offending client.
Before asking technical support a question, we recommend first checking the "Knowledge Base" section, which contains key answers and instructions for solving the most common client problems. If the answer is not sufficient to solve the task, send a request to technical support with a link to the Knowledge Base article.
Formulate your question in advance. The more precisely it is stated, the more complete the answer you will receive.
Describe the problem in as much detail as possible. Technical support representatives are not website administrators, so they cannot track down problems with a website without additional information.
Privacy policy
General
This Privacy Policy for personal data (the "Privacy Policy") applies to all information that the hosting provider ServStore may obtain about the User while using this website, its products and services.
1. Definitions
1.1. The following terms are used in this Privacy Policy:
1.1.1. "ServStore website administration" (the "Site Administration") — staff authorised to manage the website, acting on behalf of ServStore, who organise and/or carry out the processing of personal data and determine the purposes of processing, the composition of the personal data to be processed and the actions (operations) performed with the personal data.
1.1.2. "Personal data" — any information relating to a directly or indirectly identified or identifiable natural or legal person (data subject).
1.1.3. "Processing of personal data" — any action (operation) or set of actions (operations) performed with or without automated means on personal data, including collection, recording, organisation, accumulation, storage, clarification (updating, changing), retrieval, use, transfer (dissemination, provision, access), anonymisation, blocking, deletion and destruction of personal data.
1.1.4. "Confidentiality of personal data" — the requirement, binding on the Operator or any other person who has gained access to personal data, not to allow its disclosure without the consent of the data subject or another legal basis.
1.1.5. "ServStore user" (the "User") — a person who has access to the Website via the Internet and uses the Hosting Provider's Website.
1.1.6. "Cookies" — a small piece of data sent by a web server and stored on the user's computer, which the web client or web browser sends back to the web server in an HTTP request each time it tries to open a page of the corresponding website.
1.1.7. "IP address" — a unique network address of a node in a computer network built on the IP protocol.
2. General provisions
2.1. Use of the Hosting Provider's website by the User means consent to this Privacy Policy and the terms of processing the User's personal data.
2.2. If the User disagrees with the terms of the Privacy Policy, the User must stop using the Hosting Provider's website.
2.3. This Privacy Policy applies only to the website of the hosting provider ServStore. The Hosting Provider does not control and is not responsible for third-party websites that the User may visit via links on the Hosting Provider's website.
3. Subject of the Privacy Policy
3.1. This Privacy Policy sets out the obligations of the hosting provider's Site Administration not to disclose and to ensure the protection of the confidentiality of personal data that the User provides to the Site Administration when registering on the hosting provider's website or when placing an order to purchase a Product or Service.
3.2. The personal data permitted for processing under this Privacy Policy is provided by the User by filling in the registration form on the ServStore website in the Personal Data section (Client Area) and includes the following information:
3.2.1. the User's surname and first name;
3.2.2. the User's contact phone number;
3.2.3. e-mail address;
3.2.4. the User's place of residence.
3.3. The Hosting Provider protects the following data: IP address; information from cookies; information about the browser (or other program used to access the website); time of access;
3.3.1. Disabling cookies may make it impossible to access parts of the hosting provider's website that require authorisation.
4. Purposes of collecting the User's personal information
4.1. The hosting provider's Site Administration may use the User's personal data for the purposes of:
4.1.1. Identifying the User registered on the hosting provider's website in order to place an order and/or conclude an agreement for the rental of a physical or virtual server with the hosting provider ServStore.
4.1.2. Providing the User with access to the personalised resources of the hosting provider's Website.
4.1.3. Establishing feedback with the User, including sending notifications and requests concerning the use of the hosting provider's Website and the provision of services, and processing requests and applications from the User.
4.1.4. Determining the User's location to ensure security and prevent fraud.
4.1.5. Confirming the accuracy and completeness of the personal data provided by the User.
4.1.6. Creating an account for making purchases, if the User has consented to the creation of an account.
4.1.7. Notifying the User of the hosting provider's Website about the status of the Order.
4.1.8. Processing and receiving payments, confirming tax or tax benefits, disputing a payment, determining the User's eligibility for a credit line.
4.1.9. Providing the User with effective customer and technical support if problems arise in connection with the use of the hosting provider's Website.
4.1.10. Providing the User, with their consent, with product updates, special offers, price information, newsletters and other information on behalf of the Hosting Provider or its partners.
5. Methods and periods of processing personal information
5.1. The User's personal data is processed without a time limit, by any lawful means, including in personal data information systems, with or without automated means.
5.2. The User's personal data may be transferred to authorised state authorities only on the grounds and in the manner established by applicable international law.
5.3. If personal data is lost or disclosed, the Site Administration informs the User of the loss or disclosure of personal data.
5.4. The Site Administration takes the necessary organisational and technical measures to protect the User's personal information from unlawful or accidental access, destruction, modification, blocking, copying, dissemination and other unlawful actions of third parties.
5.5. The Site Administration, together with the User, takes all necessary measures to prevent losses or other negative consequences caused by the loss or disclosure of the User's personal data.
6. Obligations of the parties
6.1. The User must:
6.1.1. Provide the personal data information needed to use the hosting provider's Website.
6.1.2. Update and supplement the personal data provided if this information changes.
6.2. The Site Administration must:
6.2.1. Use the information received solely for the purposes specified in section 4 of this Privacy Policy.
6.2.2. Keep confidential information secret, not disclose it without the User's prior written permission, and not sell, exchange, publish or otherwise disclose the User's personal data provided.
6.2.3. Take precautions to protect the confidentiality of the User's personal data in accordance with the procedure usually used to protect such information in existing business practice.
6.2.4. Block the personal data relating to the User from the moment of a request by the User, their legal representative or an authorised body for the protection of the rights of data subjects, for the period of verification, if inaccurate personal data or unlawful actions are detected.
7. Liability of the parties
7.1. A Site Administration that has failed to fulfil its obligations is liable for losses incurred by the User in connection with the unlawful use of personal data in accordance with applicable international law.
7.2. In the event of loss or disclosure of Confidential Information, the Site Administration is not liable if this confidential information:
7.2.1. Became public before its loss or disclosure.
7.2.2. Was received from a third party before it was received by the Site Administration.
7.2.3. Was disclosed with the User's consent.
8. Dispute resolution
8.1. Before going to court with a claim arising from the relationship between the User of the Hosting Provider's website and the Site Administration, submitting a claim (a written proposal for voluntary settlement of the dispute) is mandatory.
8.2. Within 30 calendar days of receiving the claim, the recipient notifies the claimant in writing of the results of its consideration.
8.3. If no agreement is reached, the dispute will be referred to a court in accordance with applicable international law.
8.4. Applicable international law applies to this Privacy Policy and to the relationship between the User and the Site Administration.
9. Additional terms
9.1. The Site Administration may amend this Privacy Policy without the User's consent.
9.2. The new Privacy Policy comes into force from the moment it is published on the hosting provider's Website, unless otherwise provided by the new version of the Privacy Policy.
9.3. All suggestions or questions regarding this Privacy Policy should be sent to: support@servstore.net