LAST UPDATED 27-03-2018

Web Hosting Terms of Service

1. USER AGREEMENT

All Customers of Sitemap Computers WLL web hosting and domain services are subject to the terms and conditions contained in the User Agreement. The User Agreement is a legal contract between Sitemap Computers WLL and the User that contains the rights, duties and obligations of Sitemap Computers WLL and the User.

2. ACCEPTABLE USE POLICY

Sitemap Computers WLL’s Usage Policy is designed to protect Sitemap Computers WLL, its Users and others from illegal, malicious, damaging and inappropriate behavior by Users of Sitemap Computers WLL’s services. All users of Sitemap Computers WLL’s services are subject to the Usage Policy. The Usage Policy lists activities that are prohibited on Sitemap Computers WLL’s services, such as hacking and spamming. Our web hosting service is intended to host websites, not a backup or storage facility for users’ data. Using your web hosting account primarily as an online storage space for archiving electronic files and images is strictly prohibited. Our servers are for web hosting usage only. If you use your hosting space for Backups or FTP data storage we will delete the files/folders without prior notice as this is strictly prohibited. This includes using the server as a cloud storage service or platform. This is strictly prohibited.

3. DOMAIN REGISTRATION

You represent that, to the best of your knowledge and belief, neither the registration of the SLD name nor the manner in which it is directly or indirectly used infringes the legal rights of a third party and that the Domain Name is not being registered for any unlawful purpose.

4. DOMAIN TERM / LENGTH

You agree that the Registration Agreement will remain in full force during the length of the term of your Domain Name Registration. Should you choose to renew or otherwise lengthen the term of your Domain Name Registration, then the term of this Registration Agreement will be extended accordingly. This Agreement will remain in full force during the length of the term of your Domain Name Registration as selected, recorded, and paid for upon registration of the Domain Name. Should you choose to renew or otherwise lengthen the term of your Domain Name Registration, then the term of this Registration Agreement will be extended accordingly. Should you transfer your domain name or should the domain name otherwise be transferred due to another Registrar, the terms and conditions of this contract shall cease and shall be replaced by the contractual terms in force for the purpose of registering domain names then in force between SLD holders and the new Registrar.

5. DOMAIN RENEWAL / EXPIRATION

You agree that we may place our contact information in the WHOIS output for any expired domain name, as the failure to renew results in the immediate cancellation of registration and loss of all rights to the domain name. Once the domain expires, you will still have 3 days grace period to renew it at no additional cost. Once the domain moves out of the grace period you still can renew the domain within the next 15 days at an additional cost of 750QR. If you still fail to renew within this period, the domain will be permanently canceled and put to auction for sale. Should you choose not to renew your domain name, you agree that we may, in our sole discretion, renew and transfer the domain name to a third party on your behalf as an Expired Domain Transfer (“ED Transfer”).

6. DOMAIN TRANSFER / RESTRICTIONS ON REGISTRAR TRANSFERS

For generic top-level domains governed by ICANN, you agree that you may not transfer your domain registration to another domain registrar during the first sixty (60) days from the effective date of your: (1) initial domain registration or (2) completion of a domain transfer into Sitemap Computers WLL. If you choose to utilize our transfer lock service, you agree to provide written authorization (electronic acceptance is acceptable) to Sitemap Computers WLL for the transfer of the domain to another registrar and agree to pay any and all fees that may be charged by Sitemap Computers WLL to effect the transfer.

For country-code top-level domains, as established by each registry, you agree that you may not transfer a domain to another registrar during the first sixty (60) days of the initial registration or after expiration of the domain. You agree your request to transfer your domain to another registrar may be denied pursuant to the Inter-Registrar Transfer Policy (available here).

7. UNMETERED DISK SPACE/BANDWIDTH

If Diskspace and Bandwidth is “Unmetered” it means you are not charged according to the amount of disk space or bandwidth you use. However, that being said, we do require all customers to be fully compliant with our Terms of Service and to only utilize disk space and bandwidth in the normal operation of a personal or small business website.

For example, customers who are using 25% or more of system resources for longer than 90 seconds would be in violation of our Terms of Service. Please contact us with any questions.

7.1. What happens if I exceed usage?

If we have concerns about your account’s bandwidth or disk space utilization, you will receive an email asking you to reduce usage. Again, it is very rare for a customer who is managing a personal or small business website to exceed our usage policies.

7.2. Email limit per Mail Box (Inode/file count Usage)

Even though you have the option to set Unlimited as an option while creating new email addresses on your cPanel, we highly recommend limiting it as we use a counting methodology called Indode to monitor the usage of your mailbox.

Inode Limits: An inode is a data structure used to keep information about a file on your hosting account. The number of inodes indicates the number of files and folders you have. This includes everything on your account, emails, files, folders, and anything you store on the server.

There is currently a limit of 100k/250k inodes on our Standard, Business, and Ultimate Plans.

7.3. What is the 100k/250k inode limit?

All Shared (Standard/Business/Ultimate/Cloud) packages only allow 100,000 files per cPanel. This is a “Soft limit” meaning that while the limit is reached, you will still be able to upload files. However once the account passes the 100,000 file threshold it will no longer be included in our weekly backups. Additionally, if the account happens to exceed 250,000 files then it will be in violation of our Terms of Service and can result in possible suspension.

VPS accounts are limited to one million (1,000,000) inodes. Unlike Shared/Reseller accounts this is a “Hard limit,” if the threshold is reached you will no longer be able to upload files to your account. Inodes do not affect the weekly backups for VPS accounts.

Dedicated servers have no inode limits in place, only those that exist for the file system on the server (such as ext3).

How can I reduce my inode count?

Simply delete any files or emails you no longer need OR configure emails in your outlook as POP3 and set the option to delete emails from the server after 30/60 days.

8. OUTGOING EMAIL LIMITS

8.1. ULTIMATE/CLOUD PACKAGES

Like any other hosting provider, there is a 500 outgoing email hourly limit per domain. This limit is also applied to Mailman. If you send over this amount in any hour, most of the e-mails will bounce back with an undeliverable error. If this occurs, it will then take some time for your account to be able to send again so we recommend waiting at least 1 hour after this issue occurs to begin sending emails again.

Many of our servers have a limit of 30 POP3/IMAP checks per hour per each user’s connecting IP address. If you go over this you’re likely to get a wrong password error message or an error stating “login incorrect”. If this occurs, please wait an hour and it will automatically unblock you. To prevent this from happening again, please make sure to disable auto-checking or at least set it to something higher such as once every 10 minutes.

Any mailing list larger than 5,000 addresses will require a dedicated server solution from us. Note: Dividing one large list into smaller lists to get below this limit is not allowed.

There is also a limit to the number of Mailman mailing lists permitted as follows (NOTE: This does not apply to other mailing list programs such as PHPList. This only applies to Mailman.)

8.2. OTHER SHARED HOSTING PACKAGES

There is a 150 outgoing email hourly limit per domain.

8.3. VPS HOSTING PACAKGES

There is a 500 outgoing email hourly limit per domain.

8.4. DEDICATED HOSTING PACKAGES

There is a 3600 outgoing email hourly limit per domain.

9. EMAIL ATTACHMENT

Our servers have a 30 MB attachment limit for the outgoing emails sent via SMTP and webmail. However, it is recommended that your total attachment size not exceed 30 Megabytes. The reason being that there are a number of factors that can determine how large of a file attachment you may send. These factors include:

• Your email is MIME encoded, which can increase the size of the email by 40%. This means a 30 MB file is the equivalent of 30MB of space when MIME encoded for sending as an attachment.
• Any limits your email client has on attachments.
• Any limits the recipient’s server. (for example, Gmail, Yahoo! & Outlook.com all have a 25 MB limit).
• How much free space is in the recipient’s e-mail account if their mailbox has a size limit (If their mailbox is full, your message will be rejected.)
• If you need to send larger files it is recommended that you upload the file to your account and then email a link to the file.

Email Client Limitations

Outlook 2013
By default Outlook 2013 has an attachment size limit set to 20 MBs.

10. EMAIL SOFTWARES ( MICROSOFT OUTLOOK / MAC MAIL / OTHER 3rd PARTY TOOL)

We do not offer any additional support for installation, configuration or troubleshooting of emails installed on any other 3rd party tools other than webmail (www.yourdomain.com/webmail) which comes along with your web hosting package. However, we will send you the general steps needed to configure emails to outlook / mac / mobile devices.

11. BULK EMAIL & SPAM

Sitemap Computers WLL has strict policies against spamming and bulk email. Users who send egregious amounts Spam via email, newsgroups, etc., are not allowed on our servers. If we receive complaints of spamming and bulk email, we will remove you from our network.

12. BILLING & PAYMENT

12.1. Prepayment.

It is your responsibility to ensure that your payment and invoices are paid on time. You agree to pay for the Services in advance of the time period during which such Services are provided.

12.2. Late Payment.

All invoices must be paid within ten (10) days of the hosting/domain due date. Any invoice that is outstanding for more than ten (10) days may result in the suspension or termination of Services. Access to the account will not be restored until payment has been received. If you fail to pay the fees as specified herein, We may suspend or terminate your account and pursue the collection costs incurred by us, including without limitation, any arbitration and legal fees, and reasonable attorneys’ fees. Sitemap Computers WLL will not activate new orders or activate new packages for customers who have an outstanding balance on their account. Dedicated servers are subject to being reclaimed and all content deleted if you fail to make a timely payment. If you make a late payment we do not automatically reactivate the dedicated servers. Contact us directly after you make a late payment to reactivate the dedicated server.

13. REFUNDS & CANCELLATION POLICY

13.1. You may within 7 calendar days of placing an order amend or cancel an order by providing us with written notice. If you amend or cancel an order, your liability to us shall be limited to payment to us of all costs we reasonably incur in fulfilling the order until we receive your amendment or cancellation. However, where the amendment or cancellation is due to our failure to comply with these terms and conditions you shall have no liability to us for it.

13.2. All customers are entitled to benefit from our 7 day money back guarantee in respect of the following services:

• Shared Hosting (Standard / Business)
• Reseller Hosting
• Cloud Hosting

Except for customers who have already benefitted from our money back who subsequently re-order the same service and provided that in all cases, in respect of any usage made of the service(s) during the 7 day period, a pro rata amount + 5% administrative cost shall be deducted from the refund. The 7 day period commences on the date you first use the relevant service or the date we state that the relevant service will be available in the service confirmation, whichever is earlier.

13.3. There will be no refunds for New/Renew Domain Registrations, Domain Whois/Privacy Protect, WHM/cPanel, Plesk VPS & Dedicated Server License, Dedicated IP, SiteLock Security, CodeGuard Backup, SSL certificates or Site Builder unless a refund is given to us by the external vendors from which these items are purchased. We will have no obligation to pursue a refund from such external vendors.

13.4. We cannot guarantee any domain you pre-order will be successfully registered as and when it becomes available for registration. If we are unable to register any pre-ordered domain name, we will provide a full refund after the domain extension becomes available to the public.

13.5. An administrative charge of 5% of the invoice amount will be deducted on all refunds.

13.6. In case of shared hosting under Business/Ultimate/Cloud package account cancellation, the charges for free domain will be deducted from the amount to be refunded (if any). Renewal charges will have to be be paid as applicable at the time of renewal.

14. ANTI-SPAM POLICY

In our ongoing commitment to providing superior service for our customers, Sitemap Computers WLL has introduced a new, more vigilant anti-spam policy. We have implemented the following policy as a part of our commitment to reducing spam related activity.

15. PRIVACY POLICY

Sitemap Computers WLLr’s Privacy Policy covers treatment of information that Sitemap Computers WLL may collect from users of its products and services and from visitors to the Sitemap Computers WLL site.

16. DOMAIN NAME DISPUTE POLICY

The Domain Name Dispute Policy covers Sitemap Computers WLL’s involvement in disputes relating specifically to domain name registrations.

17. CIVIL SUBPOENA POLICY

The Civil Subpoena Policy covers Sitemap Computers WLL’s handling of formal legal requests for the release of account information.

18. COPYRIGHT CLAIMS POLICY

Sitemap Computers WLL’s Copyright Claims Policy provides information for parties wishing to notify us of claimed intellectual property infringements present on sites hosted on our servers.

19. OWNERSHIP CHANGES AND DISPUTES

The Ownership Changes and Dispute policy covers the customers responsibility for any changes to the ownership of a hosting account. We need a written notice from the current owner to transfer the ownership of domain and hosting account.

20. PROFESSIONAL SERVICES AGREEMENTS

Sitemap Computers WLL offers certain Professional Services in addition to the basic hosting service. Customers purchasing any Professional Services must read and agree to the terms and conditions set forth in this section for each Professional Service they purchase.

21. AFFILIATE TERMS & CONDITIONS

All Parties wishing to join Sitemap Computers WLL’s Affiliate program must read and agree to the Affiliate Terms & Conditions.

22. BACKUPS & DATA LOSS – * ULTIMATE/CLOUD?VPS PACKAGE

You are responsible for your backups and web content.

Your use of the Services is at your sole risk. Our backup service runs once a week and overwrites any of our previous backups. Only one week of backups are kept at a time. This service is provided only to ultimate and cloud hosting packages as a courtesy and may be modified or terminated at any time at Sitemap Computers WLL’s sole discretion. We do not maintain backups of dedicated accounts. We are not responsible for emails, files and/or data residing on your account. You agree to take full responsibility for all emails, files and data transferred and to maintain all appropriate backup of files and data stored on our servers.

Accounts found to be exceeding the 100,000 inode limit will automatically be removed from our backup system to avoid over-usage and no further automatic backups will be taken.

We do not offer backup service on any of our other packages.

23. PRICE CHANGE

Sitemap Computers WLL reserves the right to change prices or any other charges at any time. We will provide you with at least thirty (30) days notice before charging you with any price change on any annual or longer term plans. It is your sole responsibility to periodically review billing information provided by us through email/phone.

24. REPORT SPAM AND ABUSE

Please send reports of spam and abuse to hello [at] sitemap.qa. In the case of spam, please include the full message being reported as spam including all mail headers.

25. EVENTS OUTSIDE OF OUR CONTROL

25.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of Our obligations under these Terms and Conditions that is caused by events outside Our reasonable control (Force Majeure Event).

25.2 A Force Majeure Event includes any act, event, non-happening, omission or accident beyond Our reasonable control and includes in particular (without limitation) the following:

• Strikes, lock-outs or other industrial action;
• Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
• Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster;
• Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
• Impossibility of the use of public or private telecommunications networks;
• The acts, decrees, legislation, regulations or restrictions of any government; and
• Pandemic or epidemic.

25.3 Our provision of the Services is deemed to be suspended for the period that the Force Majeure Event continues, and We will have an extension of time for performance for the duration of that period.

26. PROPRIETARY RIGHTS

26.1 You acknowledge and agree that We and/or Our licensors own all intellectual property rights in the Services and any related Software provided in respect of the same. Except as expressly stated herein, these terms and conditions do not grant You any rights to, or in, patents, copyrights, database rights, trade secrets, trade names, trade marks (whether registered or unregistered), or any other rights or licenses in respect of the Software, Services or any related documentation.

26.2 We confirm that We have all the rights in relation to the Software that are necessary to grant all the rights We purport to grant under, and in accordance with, the terms of this agreement.

27. SERVER DOWNTIME

Sitemap Computers WLL classifies downtimes in two categories namely (i) Service Downtime and (ii) Maintenance Downtime.

(i) Service Downtime is a period of previously unplanned interruption of services wherein the customer is unable to access the Sitemap Computers WLL network and /or the server. Such an interruption should have been caused as a result of a problem / snag / issue within the immediate network segments of Sitemap Computers WLL and should have been confirmed by the company. Downtime is measured as the sum of all the period(s) (in case there has been more than one such instance) within a calendar month. For any such period of service unavailability, the technical support and services staff of Sitemap Computers WLL would be on stand-by to assist, provide information and update customers.

Any downtime which is fallout of using external / third-party software and / or applications by the customer will not be calculated by Sitemap Computers WLL. The customer shall indemnify Sitemap Computers WLL of any such incident. Sitemap Computers WLL shall not be liable to give any credit / refund in such cases.

(ii) Maintenance Downtime is the period when Sitemap Computers WLL’s networks and / or the customer’s servers may be down or not reachable owing to maintenance and / or repair work being performed by the Sitemap Computers WLL engineers and administrators. Customers will be given prior information atleast 24 hours before such an activity is undertaken. Such a communication shall be carried out through emails. Sitemap Computers WLL shall make every feasible attempt to carry out such maintenance activity within a time window best suitable to the customer, however there is no guarantee of this happening.

28. YOUR DATA ON OUR SERVERS

You are responsible for your email and web content uploaded to our hosting servers. You always have an option to download all emails to your local machine using softwares like Outlook there by keeping no copies on the server. Sitemap Computers WLL representatives cannot be held responsible for any data loss or misuse as we act as resellers for leading international hosting brands. Having that said, we take all measures to prevent any unauthorized access to your emails from our end and we do not share any information to anyother 3rd parties. You always can change your control panel password on our Ultimate and above hosting packages which even prevents us from accessing your account unless we reset the password incase of suspicious account activites or troubleshooting . We will intimate you once we have done this. The most common reason why data leakage happens is because of weak passwords being used for emails or it can be malware/virus/key logger/hack attacks on the device you have configured or using emails. Sitemap Computers WLL will NOT be held responsible for any such activities.

29. TERMS OF SERVICE MODIFICATIONS

We may revise these terms of use at any time without notice. We are governed by international web hosting policies stipulated by our respective service providers and there by we make sure the terms of usage policy are reflected on this page. We advise you to visit our terms of service page to be advised for any changes being made to this policy. By using our service you are agreeing to be bound by the then-current version of these Terms and Conditions of Use.

30. COMPANY INFORMATION

Sitemap Computers WLL is a registered company in the State of Qatar. Please be advised all visitors are required to book in advance of visiting our office. If you would like to get in touch with us, please email us at [email protected] or by calling (+974) 77123143.

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