The following Terms of Service (TOS or Agreement) apply to all services provided by SyntaxHost (we, us, our) to you, the customer. By purchasing services from us you agree to these terms of service.
Orders
In order for a Visitor to become a Customer an order must be submitted via SyntaxHost billing system. During the submission of the order, the visitor is responsible for the accuracy of all the provided information. Errors during the sign-up process due to order information inaccuracy may lead to service activation delays or rejection.
All orders will be scanned for fraud activity and might be held for manual human verification process. You may receive a notice that your order has been rejected in case it fails to pass our Fraud Verification process. In such cases, no order will be accepted and no service will be activated until the issue is resolved.
SyntaxHost is under no obligation to provide any service which is not explicitly included in the order. The Visitor must follow all requirements to submit their order and provide accurate information during the sign-up process. In case any issues occur during the process, the Visitor or the Customer is responsible for informing SyntaxHost. SyntaxHost cannot be held responsible for any issues caused by incorrectly submitted order or for any issues that the Visitor has not yet informed SyntaxHost.
Account Ownership
The personal information which has been submitted during the sign-up process will be set and available under the “My Details” section of the Customer’s client area. The individual or entity set in the My details section is considered to be the account owner. It is a Customer’s obligation to ensure that the correct details are set under this section. If there is a dispute about ownership, the account will be locked until the parties to the dispute agree on a resolution, or until the matter is resolved judicially.
Payments
Upon submitting an order an invoice will be generated. No service will be activated until the payment for the order, under which the specific service is added, is submitted. Invoices are due immediately upon receipt and all fees are net of applicable fees. The Customer is responsible for any additional fees or taxes that might be applied to you by your bank.
Any service which is not either Cloud Hosting Package, Cloud virtual private server or a Dedicated Hosting server is considered as Extra Service.
The client understands and agrees that service upgrades are performed via separate orders associated with a stand-alone invoice. Invoices related to service upgrades are due on the same day and service upgrades are performed only after the payment is submitted. In case such invoice is not paid by the customer at the time of the order the payment due may be automatically processed in 24h if the client has not requested otherwise.
SERVICE ACTIVATION AND CONTINUANCE TIMESCALES
All services are considered active right after the payment for the service is submitted. Service activation and service availability might or might not occur simultaneously. Only services explicitly advertised as “immediate activation” are available immediately after the payment for the service is submitted and it is set as active.
Services such as Virtual private servers and Dedicated Servers as well as additional extra services that require technical time to be setup or completed might have longer activation time. Order and service status does not imply any service availability status. Upon service activation, a written confirmation will be sent to the Customer via the support ticketing system or email notice.
SyntaxHost is not responsible for any delays of service activation caused by incorrect or incomplete information provided by the Customer. SyntaxHost is responsible for providing the service as fast as technically possible and certain compensation may be issued to the Customer in case we fail to do so.
1. SERVICE ACTIVATION For newly signed up clients – the Services are activated only after our Sales Department gets in touch with the Customer over the phone to verify the payment details (this is required due to the high fraud activity spreading online, and in order to be prevented fraudulent account usage). The payment verification procedure is obligatory and if we fail to approve a transaction within 48 hours of the payment submission, the funds will be credited back to the payer and the order will be cancelled. For existing customers – the services for existing Customers, including upgrade services and renewals, are activated immediately after our Sales Department receives the according service payment.
2. SERVICE Delivery – SyntaxHost commits to deliver services in consideration of delivery time mentioned for each product on our website. We are not obliged to provide any information in regard of a service delivery status or prioritize a service delivery unless the commitment time has been passed. To be specific and to prevent further confusion, delivery time for Windows VPS is up to 24 hours. For Linux VPS the delivery is instant once billing status is changed to completed. For dedicated servers, the delivery varies from 1 business day to 5 business days. Customer is responsible to check delivery time of each product/service we offer on our website. In case of unexpected events such as power outage that might delay delivery time of a service/product, SyntaxHost is entitled to put maximum effort to satisfy customer by for example prioritizing the order but that would not entitle customer to cancel or refund for example dedicated servers which once are under process, are not refundable.
3. CONTINUANCE TIMESCALES Dedicated Server Accounts – The newly-created Dedicated server hosting accounts with the Provider are valid for 1 month. They can be renewed on a monthly basis, i.e., for another month that will be added to the official expiration date of the Dedicated server account.
CANCELLATION, REFUND & MONEY-BACK; CHARGEBACKS
1. CANCELLATIONS – In order to cancel a Dedicated server account, the Customer must send a support ticket to the Provider’s Sales Department via his/her Dedicated management account and provide any authentication credentials requested by SyntaxHost. Any other form of cancellation request will not be accepted.
2. REFUNDS VPS and Dedicated server hosting accounts – The VPS and Dedicated server accounts are set up on a monthly prepay basis. Customers may cancel their accounts at any time, however they will not be entitled to a refund for the unused period of the prepaid month, since these services do NOT include Money Back Guarantee. Any incentives offered to the Customers upon sign-up will be also cancelled. VPS hosting, on the other hand, is entitled to 7-day money back guarantee. Customer needs to request for the refund only through the first 7 days after the service is delivered by email. Limited accounts may not be approved for a refund request as that would provide a loophole in the system for abusive purposes. In addition, no refund is approved if the costumer uses the service for illegal things. Each customer and accounts are limited to request for refund only one time. Approve or reject of a refund request for a customer is under the sole direction of SyntaxHost and may not be appealed.
3. 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 with SyntaxHost will be subject to full investigation. When signing up for a Dedicated server hosting account with SyntaxHost, the Customer agrees to the terms and conditions explicated in this document (and its coherent policies). Thus, SyntaxHost, as well as SyntaxHost’s authorized retailers, will resort to these documents as evidence for the Customer’s agreement, especially in the event that a Customer sends a chargeback inquiry based on points that he/or she first accepted, but is trying now to refute. If/When a chargeback report is received, the first step of SyntaxHost’s Customer Care team will be to try to contact the Customer. Meanwhile, the Customer’s Dedicated server account will be suspended (in order to protect our system from fraudulent activity and misuse) and will remain suspended until the reasons for the chargeback have been clarified and decision has been taken for according action. If the chargeback has occurred due to some misunderstanding, a reverse payment procedure will be initiated with the authorized retailers and eventually the Dedicated server account will be re-activated. If the Customer has sent a chargeback request based on groundless argumentations (according to SyntaxHost’s own judgment and these Dedicated Terms of Service), then a dispute will be started with the authorized retailers in which the Dedicated Terms of Service of SyntaxHost will serve as evidence 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 SyntaxHost has the right to a reverse payment. In case that the chargeback originates from a fraudulent user (end-client) and no reverse payment procedure can be activated, then the respective Dedicated server account will remain suspended. Please consider that all fees of Licenses through SyntaxHost’s services are non-refundable.
Resource Usage
By definition, all shared hosting services do not provide dedicated resources of any type such as CPU cycles, RAM or dedicated software service. The customer is responsible for maintaining and using their services in proper manner to assure the trouble-free operation of the hosting environment and other customers’ accounts located on the same environment. This requirement sets certain resource usage and activity limitations apply either by the law, SyntaxHost Terms of Service or the following resource usage restrictions.
Disk and Traffic usage
The disk space and traffic provided by SyntaxHost as a part of any service must be used to fulfil the purpose of the service. This means that all resources provided by SyntaxHost must be used for hosting purposes to make certain data available to the world over the Internet. The Customer acknowledges that the services purchased by SyntaxHost are for web hosting purposes and not storage ones. Storage of a large amount of uncompressed or full-size digital images or other media files, online backups both of your local computer or other online resource is prohibited. SyntaxHost reserve the right to request content removal or temporary suspend access to any resource in case of suspicious that the service resources are not used as intended.
The Customer understands that the terms “unlimited” and “unmetered” are defined by experience gained by SyntaxHost with similarly situated customers or measured by the industrial’s standards and the average resource usage of a shared hosting account located on the same server.
The Customer’s use of any service resources may not exceed that of similarly situated customers in a way to affect global performance of the hosting environment or cause any service-related issues, delays of the regular backups or high I/O wait.
SyntaxHost uses the following definition of “Inode”:
An inode is a data structure on a file system used to keep information about a file or a folder. The number of inodes indicates the number of files and folders an account has.
A customer’s account cannot allocate more than 200 000 inodes on any Shared hosting service. The Inodes limitation on VPS hosting plans is calculated dynamically depending on the storage availability and depend on the VPS hosting plan. Dedicated Server Hosting plans are limited in terms of inode availability by the hardware of the purchased service.
Mail Service Usage
The use of email clients with IMAP protocol on shared hosting is allowed for mailboxes with a maximum size up to 250MB. If a usage of the IMAP protocol with a larger mailbox occurs, it can be considered as endangering the overall server performance and stability and flagged for review and/or suspension by SyntaxHost without prior notice. VPS and Dedicated Server clients are not limited by any size and can utilize their resources as best fits as long as this does not compromise the global service performance.
Shared Hosting services provide up to 10 simultaneous IMAP/POP3 connections.
The total amount of email messages, send either by applications, scripts, webmail or email clients, should not be over 100 emails per hour. Any message over this limit will be deferred and may or may not be stored for later delivery depending on the service availability. In case, of spam/unsolicited mailing activity or suspicion of such mail service or hosting service might be temporary suspended.
Customers with VPS or Dedicated hosting services can request higher limits which must be manually approved by a member of SyntaxHost after a proper justification is provided by the Customer.
CPU and Memory Usage
Customers using the Shared Hosting service are provided with detailed up-to-date statistics for their CPU and Memory usage under the service control panel (cPanel). A customer cannot have a constant resource utilization of 80% for any given hour. The customer is responsible for maintaining their account and any installed software in a proper manner to assure all installed software operates in their optimal state and account resources are released and available to other users as soon as possible to assure optimal performance of the hosting environment for all customers sharing the resource.
VPS and Dedicated Hosting customers can utilize the resources of their service as they find it appropriate as long as their activity does not affect the performance or availability of any other resource maintained by SyntaxHost and used by other customers.
MySQL and other database engines policy
The customer is responsible for maintaining their software databases to the best of their ability. All databases located on a shared hosting service are limited to 300MB in raw data size. All software and applications cannot utilize more than 10% of all resources allocated to the MySQL or other database engines.
All databases hosting on a shared hosting environment are located on a high-speed SSD drive. Considering the performance of the storage engine, all query executions longer than 1 second are considered as Slow. A shared hosting application or database cannot generate more than 1% of slow queries for any given day. Databases which are larger than 300 MB in raw data size, require more than 10% of the dedicated MySQL service resources or generate more than 1% of slow queries for any given day are considered as not suitable for the shared hosting environment.
VPS and Dedicated Hosting customers can utilize the resources of their service as they find it appropriate as long as their activity does not affect the performance or availability of any other resource maintained by SyntaxHost and used by other customers.
Providing Technical Support Policy
SyntaxHost provides free technical support as a complimentary service to all hosting and extra services. The technical support service is an additional service not included in the hosting service upon sign up.
This means that SyntaxHost will act in best fate to assist in any technical or non-technical matter to the best of our knowledge and staff availability when feasible without any guarantee or commitments except for the services explicitly noted in hosting services features set.
In case any technical or non-technical issue arise, which cannot be resolved by SyntaxHost support staff, SyntaxHost is responsible for providing as much as possible information on the issue as well as detailed report on the reasons for not being able to assist further. Despite the fact that we committed to resolve all technical problems a customer might experience we may refuse technical support service or apply additional service fees in one of the following cases:
• A technical issue related to a third-party product or software
• A technical issue requiring excessive amount of time
• A technical issue that requires development work or in-depth debugging and code analysis.
• If the customer has submitted an excessive number of support requests for the past billing cycle of their service.
• Any technical or non-technical case for which providing assistance is not financially, technically or physically feasible for SyntaxHost.
The Customer acknowledges that by asking our technical representatives for technical assistance, they authorize their intervention and operation in the Customer’s hosting account and/or Client Area or any related domain.
SyntaxHost will do its best to provide the requested technical support in the time frame expected by the Customer and to achieve the results required by every particular request. SyntaxHost, however, has no obligation to complete the requested task by any deadline or achieve any particular outcome or result.
SyntaxHost reserves the right to refuse technical support service.
REFUSAL OF SERVICE
1. SERVICE DENIAL SyntaxHost will thoroughly scrutinize all received orders and decide, to its own discretion, which of them do not comply with the officially stated requirements for use of SyntaxHost’s products. SyntaxHost reserves the right to refuse Service to unlawful parties.
2. SERVICE DISCONTINUANCE SyntaxHost reserves the right to discontinue the Service provision to any subscriber that SyntaxHost deems, at its sole discretion, has violated any condition of the Service explicated in this Terms of Service and/or the Acceptable Use Policy.
NO UNLAWFUL OR PROHIBITED USE
1. SERVER USAGE SyntaxHost expressly bans the use of any Dedicated server hardware or software for trying to illegally access another hosted machine or network. Customers may not attempt to gain unauthorized access to any of SyntaxHost’s
Services, other accounts, computer systems or networks connected to any of the SyntaxHost’s Services, through hacking, password mining or other means of close nature. Customers may not obtain or attempt to obtain any materials or information through any means not intentionally made available by SyntaxHost’s Services. If you still have inquiries over the matter, feel free to contact any of our Customer Care representatives.
2. HOSTED CONTENT Server content MUST comply with the parameters stated in this TOS. Web content requirements exclude the publication of illegal content or content considered inappropriate otherwise. If any of SyntaxHost’s Services are used for the illegal purpose of SPAM or UCE, they will be instantly terminated. Customers are solely responsible for the content of their messages. Using SyntaxHost’s 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, SyntaxHost expressly forbids any breach of Belize’s laws.
3. CUSTOMER AGREEMENT As a condition for Customer use of SyntaxHost’s Services, you – the Customer, agree that you will not use the Services for any purpose that is unlawful or prohibited by these terms, conditions, and notices. SyntaxHost’s Dedicated 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. SyntaxHost reserves the right at any time to disclose any information, as SyntaxHost deems necessary, to satisfy any applicable law, regulation, legal process or governmental request, or to edit, refuse to post or to remove from the Services any information or materials, in whole or in part, in the sole discretion of SyntaxHost.
Limitation on SyntaxHost Liability
SYNTAXHOST SHALL NOT BE LIABLE FOR (i) ANY INDIRECT, INCIDENTAL, SPECIAL OR CONSEQUENTIAL DAMAGES, OR FOR ANY LOSS OF PROFITS OR LOSS OF REVENUE RESULTING FROM THE USE OF THE PRODUCTS AND SERVICES BY THE CUSTOMER OR ANY THIRD PARTIES OR ANY FAILURE OF THE PRODUCTS AND SERVICES OR (ii) ANY LOSS OF DATA OR CORRUPTION OF DATA, INCLUDING LOSS OF DATA RESULTING FROM DELAYS, NONDELIVERIES, MISDELIVERIES, SERVICE INTERRUPTIONS, FAILURE OF SYNTAXHOST NETWORK, RECLAMATION OF SERVERS BY SYNTAXHOST, FAILURE OF SERVERS, THE RELOADING OF AN OPERATING SYSTEM OR OTHER SOFTWARE ON A SERVER OR THE NEGLIGENCE OF SYNTAXHOST. CUSTOMER IS SOLELY RESPONSIBLE FOR SAFEGUARDING, BACKING UP AND ARCHIVING ALL DATA OWNED, CONTROLLED OR TRANSMITTED BY CUSTOMER THAT RESIDES ON SYNTAXHOST NETWORK OR ANY SERVER OWNED OR OPERATED BY SYNTAXHOST. IN NO EVENT SHALL SYNTAXHOST AGGREGATE LIABILITY FOR ANY CLAIM UNDER THIS AGREEMENT EXCEED THE AGGREGATE AMOUNT PAID BY CUSTOMER TO SYNTAXHOST IN THE BILLING CYCLE IMMEDIATELY PRECEDING SUCH CLAIM. SYNTAXHOST PROVIDES ALL PRODUCTS AND SERVICES “AS IS,” WITHOUT WARRANTY OF ANY KIND, WHETHER EXPRESS OR IMPLIED AND DISCLAIMS ALL IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.
The Customer is responsible to review and comply all Terms of Use.