Flint Media Limited (“Flint|Hosts”, “Flint”, “We”, “Us”) agrees to supply services to the subscriber of those services (“client”, “customer”, “account holder”, “you”, “your”) subject to the following Terms and Conditions (“T&C”)
“Infrastructure” = server(s), firewall(s), switch(es), router(s), storage device(s), cables, power, network.
Where costs are declared these are all excluding vat at the prevailing rate and are in UK pounds sterling (GBP)
a. Illegal activities including but not limited to storing and/or distributing illegal copies of copyrighted software, sites that provide illegal streaming or give instruction on methods of using illegal streaming sites, warez sites, violations of copyrights and trademarks, violations of local and international laws, selling and/or distributing illegal contraband. b. Internet abuse including but not limited to spamming mass unsolicited Emailing,
distribution of mass emailing programs, cross-posting messages to a large number of UseNet groups, posting obscene or inflammatory messages, threatening other Internet users, mail bombing Internet users, running packet sniffers or port scanners, spamming Flint|Hosts staff via email or ticketing system. Spammers are held responsible for a £500 clean up fee.
c. Mass Emailing: We do not allow mass emailing via our shared email server regardless of whether it is unsolicited (see above) or solicited email. The shared email server is limited to 300 emails per hour per domain. We provide a marketing email server – please contact us for costs.
d. Systems abuse including but not limited to use of excessive CPU resources, use of excessive disk space, use of excessive email storage space, hacking our systems, hacking other users sites, installing continuously running programs, such as IRC bots, reselling CGI scripts, using our server as a development machine for untested server side scripts that may cause crashes, outages, denial of service or any other such problem.
a. Should a policy violation occur, Flint|Hosts reserves the right to terminate the account without notice and without any refunds. The policy violating client will be held
responsible for any damages to Flint|Hosts, including but not limited to, Flint|Hosts systems, servers, connectivity, reputation, business, service, network, operations, or equipment. The policy violator may be charged a minimum clean up fee of £500.
a. The client is responsible for keeping a copy of their most current web site files & database as backup on a remote system (not on Flint|Hosts servers). Flint|Hosts is not responsible for any lost files, information, or data unless prior arrangements for backup services have been prearranged in writing. Exclusions are where the website or
applications were developed by Flint|Hosts. In these cases backups of the original data will be kept by Flint|Hosts. Should any new data need to be recovered from Flint|Hosts' backup systems due to the fault of the client; there will be a charge of £100. Flint|Hosts does not guarantee to possess the most current copy of a client's website if changes are being made by the client unless a backup service is being provided.
a. For clients on a managed support plan that includes backups, we run daily incremental backups that are kept for 7 days. Should a backup up job fail we will aim to resolve the issue within 24 hours. We guarantee that the backup job will not fail 3 days running without a manual backup job having being run. Backups are stored on site for a period of 4 days and off site for the remaining 3 days.
b. We guarantee that at least 2 backups from any 7 day period will be available.
c. We cannot guarantee the validity of MySQL backups because MySQL is not VSS aware. (For further information on this please contact our support team)
d. We cannot give guaranteed restoration times due to variables in network/server & application speed.
a. We take backups of our shared servers for disaster recovery purposes only, we do not guarantee backups for customers using shared services - this includes the shared email server which is used by shared and vps(cloud) clients alike. If a shared customer requests a restoration and we have the data available there will be a £30 charge to restore it.
a. The client understands that system updates occur in real-time. For example, server patching and security updates. These updates will be performed as and when required, but we will make every effort to perform service / server restarts in the evenings outside of regular Flint office hours. Flint|Hosts reserves the right to modify the processing times at any time without notice. If a client or Flint|Hosts support personnel (when authorised by client) makes any modifications to a hosting account, the client is responsible to make sure these updates have occurred in our system.
served basis, out of hours updates are available between 8pm and 11pm Sunday to Thursday booked in slots of 15 - 30 mins.
c. Application updates are available for clients on a Fully Managed Support plan. d. All updates are chargeable unless client is on a managed support plan.
a. Free customer support is provided via http://ignite.flinthosts.co.uk. Telephone support is available but we do ask you raise a ticket first as this shows us you are authorised to access and discuss the account, and the ticket allows the support team to look at the background of your issue.
b. This does not include support for issues not relating to your account, such as programming or technical advice.
c. VPS, Cloud and Dedicated server clients get hardware, network and control panel support only unless a managed support package is purchased.
d. In office hours (see below) Support Tickets will usually be responded to within the following structure
i. Service Impacting Tickets – within 30 minutes ii. Urgent Tickets – within 2 hours
iii. Routine Tickets – within 3 hours
e. Our ticket and phone desk is open during Flint|Hosts office hours – 9am to 5pm, Monday to Friday. Outside of these hours Service Impacting tickets only will get answered.
f. Billing inquiries will usually be answered within one business day. g. Client agrees not to spam support.
h. We aim to respond to all Service Impacting tickets in 30 minutes outside of office hours.
a. Any specified setup fee and/or first months hosting fee is required before any service is activated.
b. The setup fee is non-refundable.
c. For design/development work, 50% deposit is payable in advance. d. Deposit is non-refundable after development work commences.
e. All invoices are sent via email and clients are expected to update their account should their email address change.
f. Customers wishing to have invoices sent to them by post will be charged a handling and administration fee of £25 per invoice sent.
g. Payment terms are within 14 days from invoice date. Payment not made within 30 days attracts an interest rate of 5% above Bank of England Interest rates calculated on a monthly basis. Failure to make payment will result in deactivation of services and your details being passed to a credit retrieval agency.
h. Failure to make payment shall result in Flint|Hosts reserving the right to stop providing services of any description and delete all data contained within the account with no prior warning and repoint domains to our home page or a blank page. DNS & Nameserver records will be amended to reflect that.
keep your details on file, these may be used for marketing purposes. You can opt out of this at any time.
j. Flint|Hosts reserves the right to change prices at any time.
a. Refunds will be given at the discretion of the Company Management.
b. If Flint|Hosts terminates an account due to policy violation, the policy violator may be charged a clean-up fee up to but not limited to £500. This excludes any refunds claimed or due.
c. Refunds for service, if given, are only available on unused services as a whole, not parts thereof.
d. Refunds for products, if given, are available only for products that are faulty or not fit for the purpose for which they were purchased.
e. Unauthorised charge backs may incur additional fees and charges.
f. Refunds are not available for Domain Names, SSLs, Dedicated Servers and Setup fees. g. Refunds will not be given for those people found to be breaking our Terms and
Conditions and / or Acceptable Use Policy.
a. The minimum contract is 1 month.
b. All services are on a monthly or annual prepayment basis.
c. Full payment is required before any hosting or domain service is rendered, which includes monthly and annual prepayment renewals.
d. Client has 14 days to provide cleared payment to Flint|Hosts after first email notification to the billing contact of a renewal.
e. If payment is not received on time, then Flint|Hosts reserve the right to cancel the account and delete all data contained within the account with no prior warning.
f. All accounts will be auto renewed unless cancelled, in writing via our support system by the approved account holder 30 days before renewal date
g. All domain renewals will be invoiced 30 days prior to their expiry date. Once the domain renewal invoice is paid we will renew the domain on your behalf. We cannot renew domains without full payment being made against the invoice. If the invoice is not paid then the domain will be left to expire.
h. Any domain which has expired may incur addition charges to bring a domain out of redemption.
i. All .uk domain registrations and renewals are subject to the Nominet Terms and Conditions
j. All non .uk domain registrations and renewals are subject to the relevant registrar Terms and Conditions
k. All top level domains, such as .uk, .com, .tv etc will be subject to Registrant Data validation to ensure that the registered owner of the domain has given correct
information. If the information given cannot be validated automatically we will ask you to provide proof from one of the following validation sources:-
i. Valid Passport ii. Valid Driving License iii. Valid National ID Card
vi. HMRC tax notification dated within the last 3 months vii. Official Letterhead or Company stamp/seal
l. If validation is not able to be achieved the domain will be suspended after 30 days at which point all website and email functionality will cease.
m. Flint will use our details on the WHOIS information unless your own information is provided prior to the registration. Please provide your details to the support team via the ticketing system.
a. Additional features/services can be added at any time according to the costs laid out in your hosting plan.
b. Additional features/services will be activated only when payment is received.
c. Addition features/services that have a monthly value of under £10 ex vat must be paid for yearly.
a. If an account was cancelled due to client request or billing issues and the client desires to reactivate the account, a non-refundable reactivation fee of £35 will be required prior to account reactivation. Accounts are reactivated after all outstanding charges are paid, including hosting fees, additional features. If an account was cancelled due to policy violation, Flint|Hosts may not reactivate the account at their own discretion. b. The client is responsible for restoring their data (website code, content, databases,
emails etc) upon account reactivation.
a. Flint reserves the right to audit all client accounts for integrity, security purposes, performance and good business practice in order to protect our hardware, network and business interests from damages associated with inadequate client security settings. b. It is the client’s responsibility to maintain strong security on their account and Flint will
not be held responsible for any breach of security where the cause is found to be week security set by the client.
c. Flint will give clients 24 hours to amend weak passwords or other security settings. If changes are not made within 24 hours we reserve the right to amend those settings. d. We reserve to right to monitor all and any activity on our infrastructure. By ordering an
account you consent to such monitoring of files, applications, internet traffic and any other content uploaded or received through the Flint infrastructure.
e. Any attempt to circumvent, alter or otherwise bypass our ability to accurately monitor our services as described above is prohibited and can result in a termination of services. f. Flint will adhere to our Privacy Policy when monitoring our infrastructure. Any issues
arising from our monitoring, you the client will be informed before action is taken unless it is deemed that doing so will potentially affect other client accounts or ourselves in any negative way.
a. It is the clients’ responsibility to make sure that Flint hold a current email & postal address and contact number for them.
a. Flint|Hosts reserves the right to terminate service at any time. If an account is
terminated for a policy violation there will be no refund. Flint|Hosts reserves the right to delete the policy violating web site content without notice.
b. All accounts will be auto renewed unless cancelled, in writing via raising a support ticket, by the approved account holder 30 days before renewal date. Cancellation requests should be sent via our support ticket system only. Only authorised persons can cancel an account. If the client requests cancellation, their account will be terminated immediately unless they specifically state they wish the account to be cancelled at the end of the current billing cycle. If the client specifies immediate account termination or fails to define when the account should be cancelled, Flint|Hosts reserves the right to terminate service and delete the web site contents without notice. The minimum information required to cancel an account are:
i. Specific reason for cancellation
ii. Client account number (to positively identify the account to be cancelled) c. Cancellation requests emailed directly to Flint|Hosts will not get processed. All requests
should be via the ticketing system.
d. If an account is cancelled due to non-payment, Flint|Hosts reserves the right to delete the web site contents without notice.
e. All accounts must be paid up in full before the final release of domains names from Flint|Hosts to the Client
a. At Flint|Hosts we want to provide the best possible service that we can. If you feel that we have not delivered on something we said we would do or if there are other things that are not up to scratch then please raise a complaint ticket via one of these channels:- b. Either open a ticket at ignite.flinthosts.co.uk and mark the subject line 'Complaint' or
email [email protected] and one of our team members will aim to respond within 24 hours. Should you find that in the initial response your issues do not get rectified then you will be given the option to escalate the issue further.
a. At Flint|Hosts we take abuse of our services very seriously. Any type of hacking, spam sending or soliciting, phishing, web space abuse, port scanning or anything else that could be considered abuse is prohibited. If you come across any of these forms of abuse on our servers or originating from our servers please raise a support ticket at
ignite.flinthosts.co.uk if you are a client or email [email protected] if you are not a client detailing the abuse and as much detail as you can. Any client found purposely violating this policy will have their account terminated and charged a clean-up fee.
b. Client agrees to defend, indemnify and hold harmless Flint|Hosts against any liabilities arising from server or website hacks either through code developed by Flint|Hosts or code hosted but not developed by Flint|Hosts or by servers managed and / or run by Flint|Hosts
a. Flint|Hosts reserves the right to change our policies at any time.
a. Flint|Hosts cannot guarantee that our services will be 100% uninterrupted or error free. Flint Hosts will provide every effort in good faith to ensure that its services are available to as many Internet users as possible with minimal service interruptions.
b. In no circumstance will Flint|Hosts be liable for any claims resulting from the use or inability to use Flint|Hosts's services including, but not limited to, service interruptions, client errors, server failure, Internet connectivity problems, miscommunications, unauthorized access to Flint|Hosts servers, InterNIC problems, DNS caching, Internet bandwidth congestion, power failures, vandalism, terrorism and natural disasters. c. Flint|Hosts reserves the right to revise these Terms and Conditions and our other
