Service Level Agreement

Onvi.net Cloud Hosting SLA

Onvi.net believes that your websites, email and databases should always be protected against unscheduled outages. Our commitment to you is that every effort will be made to keep your sites online.

This isn't an empty promise: Cloud Hosting, powered by enterprise technology, is built to be highly robust.

Most importantly, we'll credit your next invoice with the equivalent of 1 day's hosting fee for each 60 minutes of unscheduled downtime (up to 100% of your Recurring Fee). It doesn't matter why. Any time your websites, email or databases are offline or not functioning as a result of a failure in our systems, data center, or network is considered downtime, and we begin counting from the minute you open an incident report with our support team.

That's it—we've designed our SLA to be ultra-simple. Please note that the Onvi.net Cloud Hosting SLA does not cover coding or configuration errors on your part, and like all hosts, we may schedule occasional maintenance windows that will affect the availability of some services. We'll post notification of scheduled maintenance before it happens, and since we operate clusters of servers, maintenance that causes downtime should be rare.

Acceptable Use Policy

Onvi.net Cloud Hosting AUP

Your services may be suspended or terminated for violation of this AUP. No credit will be available under your Onvi.net Cloud Service Level Agreement for interruptions of service resulting from AUP violations.

Abuse

You may not use the Onvi.net Cloud network or Services to engage in, foster, or promote illegal, abusive, or irresponsible behavior, including:

  • Use of an Internet account or computer without the owner's authorization;
  • Collecting or using email addresses, screen names or other identifiers without the consent of the person identified (including, without limitation, phishing, Internet scamming, password robbery, spidering, and harvesting);
  • Collecting or using information without the consent of the owner of the information;
  • Use of any false, misleading, or deceptive TCP-IP packet header information in an email or a newsgroup posting;
  • Use of the service to distribute software that covertly gathers information about a user or covertly transmits information about the user;
  • Use of the service for distribution of advertisement delivery software unless: (i) the user affirmatively consents to the download and installation of such software based on a clear and conspicuous notice of the nature of the software, and (ii) the software is easily removable by use of standard tools for such purpose included on major operating systems; (such as Microsoft's "ad/remove" tool); or
  • Any conduct that is likely to result in retaliation against the Onvi.net Cloud network or website, or the Onvi.net Cloud's employees, officers or other agents, including engaging in behavior that results in any server being the target of a denial of service attack (DoS).


Excessive Use of System Resources

You may not use any shared system provided by Onvi.net in a way that unnecessarily interferes with the normal operation of the shared system, or that consumes a disproportionate share of the resources of the system. For example, we may prohibit the automated or scripted use of Onvi.net Mail Services if it has a negative impact on the mail system, or we may require you to repair coding abnormalities in your Cloud-hosted code if it unnecessarily conflicts with other Cloud customers’ use of the Cloud. You agree that we may quarantine or delete any data stored on a shared system if the data is infected with a virus, or is otherwise corrupted, and has the potential to infect or corrupt the system or other customers' data that is stored on the same system.


Bulk or Commercial E-Mail

You must obtain the Onvi.net Cloud's advance approval for any bulk or commercial e-mail, which will not be given unless you are able to demonstrate, at a minimum, that:

  • your intended recipients have given their consent to receive e-mail via some affirmative means, such as an opt-in procedure;
  • your procedures for soliciting consent include reasonable means to ensure that the person giving consent is the owner of the e-mail address for which the consent is given;
  • you retain evidence of the recipient's consent in a form that may be promptly produced on request, and you honor the recipient's and the Onvi.net Cloud's requests to produce consent evidence within 72 hours of receipt of the request;
  • You have procedures in place that allow a recipient to revoke their consent — such as a link in the body of the email, or instructions to reply with the word "Remove" in the subject line; you honor revocations of consent within 48 hours, and you notify recipients that the revocation of their consent will be implemented in 48 hours;
  • You must post an email address for complaints (such as abuse@yourdoman.com) in a conspicuous place on any website associated with the email, you must register that address at abuse.net, and you must promptly respond to messages sent to that address;
  • You must have a Privacy Policy posted for each domain associated with the mailing;
  • You have the means to track anonymous complaints;
  • You must not obscure the source of your e-mail in any manner.
  • Your e-mail must include the recipient's e-mail address in the body of the message or in the "TO" line of the e-mail
  • You must not attempt to send any message to an email address if 3 consecutive delivery rejections have occurred and the time between the third rejection and the first rejection is longer than fifteen days.

These policies apply to messages sent using the Services, or to messages sent from any network by you or any person on your behalf that directly or indirectly refer the recipient to a site hosted via the Services. In addition, you may not use a third party e-mail service that does not practice similar procedures for all its customers. These requirements apply to distribution lists created by third parties to the same extent as if the list were created by you.

The Onvi.net Cloud may test and otherwise monitor your compliance with its requirements, including requesting opt-in information from a random sample of your list at any time. In addition, the Onvi.net Cloud may block the transmission of email that violates these provisions.


Authenticated SMTP Policy

In addition to the requirements above, you may not send email messages of similar content through the Onvi.net Cloud's SMTP servers to more than two-hundred and fifty (250) recipients. Attempts to circumvent this restriction by breaking up bulk email over time, using multiple accounts, or other means will be a violation of this restriction.

The Onvi.net Cloud may block mail that violates this AUP. In addition, your mail services may be suspended or terminated for violation of this AUP.


Mail Relays

Generally, we do not allow bulk or commercial e-mail to be sent to more than five-thousand (5,000) users per day at a rate of 250 messages every 20 minutes. If you would like to send more than 5,000 messages per day, please contact a member of our support team for additional information.


Vulnerability Testing

You may not attempt to probe, scan, penetrate or test the vulnerability of a Onvi.net Cloud system or network or to breach the Onvi.net Cloud's security or authentication measures, whether by passive or intrusive techniques, without the Onvi.net Cloud's express written consent.


Newsgroup, Chat Forums, Other Networks

You must comply with the rules and conventions for postings to any bulletin board, chat group or other forum in which you participate, such as IRC and USENET groups including their rules for content and commercial postings. These groups usually prohibit the posting of off-topic commercial messages, or mass postings to multiple forums. You must comply with the rules of any other network you access or participate in using your the Onvi.net Cloud services.


Offensive Content

You may not publish, transmit or store on or via the Onvi.net Cloud’s network and equipment any content or links to any content that Onvi.net reasonably believes:

  • Constitutes, depicts, fosters, promotes or relates in any manner to child pornography, bestiality, or non-consensual sex acts;
  • is excessively violent, incites violence, threatens violence or contains harassing content or hate speech;
  • is unfair or deceptive under the consumer protection laws of any jurisdiction, including chain letters and pyramid schemes;
  • is defamatory or violates a person’s privacy;
  • creates a risk to a person’s safety or health, creates a risk to public safety or health, compromises national security or interferes with a investigation by law enforcement;
  • improperly exposes trade secrets or other confidential or proprietary information of another person;
  • is intended to assist others in defeating technical copyright protections;
  • infringes on another person’s copyright, trade or service mark, patent or other property right;
  • promotes illegal drugs, violates export control laws, relates to illegal gambling or illegal arms trafficking;
  • is otherwise illegal or solicits conduct that is illegal under laws applicable to you or to the Onvi.net Cloud; or
  • is otherwise malicious, fraudulent or may result in retaliation against the Onvi.net Cloud by offended viewers.


Copyrighted Material

You may not use the Onvi.net Cloud's network or Services to download, publish, distribute, or otherwise copy or use in any manner any text, music, software, art, image or other work protected by copyright law unless: you have been expressly authorized by the owner of the copyright for the work to copy the work in that manner; or you are otherwise permitted by established copyright law to copy the work in that manner. It is Onvi.net's policy to terminate in appropriate circumstances the services of customers who are repeat infringers.


Other

You must have valid and current information on file with your domain name registrar for any domain hosted on the Onvi.net Cloud network. You may only use IP addresses assigned to you by the Onvi.net Cloud in connection with you’re the Onvi.net Cloud services. You agree that if the Onvi.net Cloud IP numbers assigned to your account are listed on an abuse database like Spamhaus, you will be in violation of this AUP, and the Onvi.net Cloud may take reasonable action to protect its IP numbers, including suspension and/or termination of your service, regardless of whether the IP numbers were listed as a result of your actions; You agree that we may quarantine or delete any data stored on a shared system if the data is infected with a virus, or is otherwise corrupted, and has the potential to infect or corrupt the system or other customers’ data that is stored on the same system. You agree that if you register a DNS record or zone on Onvi.net managed or operated DNS servers or services for a domain of which you are not the registrant or administrative contact according to the registrars WHOIS system, that, upon request from the registrant or administrative contact according to the registrars WHOIS system, Onvi.net may modify, transfer, or delete such records or zones.