The following Terms of service along with the “AUP” and where applicable to the service, the “SLA” form the “Main Agreement”. By purchasing services from us you are agreeing to this “Main Agreement”
“Main Agreement” means the “terms and conditions”, “AUP” and “SLA” which collectively form the “Main Agreement”.
“AUP” means “acceptable usage policy” and
“SLA” means the “SLA” relevant to the product
"You/Your/Client" means the person, company or organisation who purchases services from DreamWebHosts.
(2.1) By subscribing to any of the Services and opening an account with us, we ("DreamWebHosts") and you ("the Client") agree to be bound by these terms and conditions. They set out the basis on which we offer our services and should be read carefully.
(2.2) You must be at least 18 years of age to use our services.
(3.1) We shall provide the Services to the you on and subject to the Main Agreement.
(3.2) We will use reasonable efforts to supply a continuous service. However, we are not liable for any loss of data resulting from delays outside of our control, missed or non-deliveries, service interruptions or by errors or omissions of the customer. We are not responsible for any losses suffered resulting from acts of god or force majeure including civil unrest, riots, floods, drought, fire, war and imposing legislation.
(3.3) You agree that we are not liable to you for any special consequential damages which you may suffer as a result of loss of business, contracts, profits, savings or otherwise. We are unable to exercise control over material sent over the internet and excludes all liability of any kind for the publication by the Customer of inaccurate, misleading, offensive, threatening or obscene material, or material that is in breach of law.
(3.4) Customers are liable for all charges levied by their telephone service provider arising from the Customer's use of the Services.
(3.5) From time to time us or our subcontractors need to carry out maintenance on the network, this may involve temporarily shutting parts of it down. We will give as much notice as possible and shall try to keep this work to the period specified in the notice. We accept no liability whatsoever arising from such a suspension of the service.
(3.6) The Customer agrees that they will not reassign or transfer any part of the Service.
(3.7) License costs of all third-party applications and software offered with our plans are subject to change without written intimation.
(3.8) You acknowledge that we do not guarantee that any services will be uninterrupted, error-free, or completely secure. There are risks inherent to the internet such as hacking, malware, DDoS etc that could result in the loss of data and/or privacy.
(3.9) We reserve the right to pass on any additional charges/price increases as a result in price changes from third party software and license vendors irrespective of the hosting cycle.
(4.1) All pricing unless otherwise stated exclude transaction charges.
(4.2) While we make every effort to ensure pricing on our website is accurate there may be instances where mistakes are made, in these instances we will inform you and;
(4.2.1) Where you have been charged higher than the correct amount we will provide you with a refund for the difference.
(4.2.2) Where you have been charged less than the correct amount we will provide you with the opportunity to either cancel your order or to pay the difference.
(5.1) You are to ensure any requested domain registration request is not made in bad faith, does not infringe on any third-party rights, will not be used for any unlawful purpose or would be considered to be an abusive registration under the enom, PublicDomainRegistry, openSRS or Nominet dispute resolution policies.
(5.2) You acknowledge that we are not obliged to accept any request to register a domain.
(5.3) We make no representations or warranties (expressed or implied) of any kind (and they are expressly disclaimed) with respect to availability or likelihood of registration of any requested domain.
(5.4) You acknowledge that domain registrations and renewals where successful are non-refundable.
(5.5) You acknowledge that we are unable to correct spelling mistake(s) in a domain once a domain has been successfully registered, please ensure you check before submitting the domain for registration.
(5.6) You acknowledge that domain renewal fees are subject to change at any time without notice.
(5.7) You acknowledge we cannot guarantee any domain you order will be successfully registered, only once payment has been successfully taken will we send a registration request to the registrar and only once a registration confirmation has been received from the registrar is the domain officially registered. If we are unable to register any domain name, we will provide a full refund of the domain registration fee.
(5.8) You will at all times comply with the terms and conditions (from time to time subsisting) applying to the registration of domain names published by the relevant naming authority (including the domain dispute resolution policy of that authority) and any other authority having similar force.
(5.9) You agree and acknowledge that we will make registration information in relation to the requested domain available to ICANN, openSRS, eNom, Nominet or any other appropriate registration authority.
(5.10) You acknowledge that you are obligated to provide accurate domain registration details, and that those details will be published to the WHOIS directory with respect to the chosen domain name, as required by ICANN & Nominet.
(5.11) We will endeavour to automatically renew your domain 30 days prior to expiry unless:
(5.11.1) We are unable to take payment for the renewal.
(5.11.2) You choose to opt out of auto-renewal through the client area.
(5.11.3) The domain has been transferred to another registrar or tag holder.
(5.12) Some domains are auto-renew only, this means that auto-renewal must be turned on prior to the “Auto-renew by date”. If the auto-renew setting is disabled at the auto-renew deadline then the registrant will lose the domain name, despite how much time remains on the registration.
(5.13) You may not transfer away the domain from us to another registrar during the first sixty (60) days following the registration or transfer of a domain.
(5.14) We will not accept any transfer request for a domain that is due to expire within 7 days.
(5.15) We will not transfer ownership of a domain to another registrar until all fees attributable to the domain registration, renewal or transfer have been paid.
(5.16) You undertake to comply with the content standards set out in our Acceptable Use Policy in respect of any material posted on or associated with any Domain.
(5.17) Where ICANN and/or Whois, or any replacement body of the same (or where the Domain is registered with a registrar in a different jurisdiction, any equivalent body or registrar), makes any complaint in respect of the use of the domain name including but not limited to 'cybersquatting', We reserve the right to immediately cancel this service and no refunds shall be made.
(5.18) Due to a legal agreement between our domain registrar, and LegitScript, customers should be aware that the domains purchased with the intent of selling prescription drugs, via a company not properly licensed in the destination country, could be frozen pending a legal appeal. We have no control over this process and disputes will need to be handled through the proper legal channels in the disputed country.
(5.19) We reserve the right to change the registrar that a domain is held with, at its own discretion and without notice.
(5.20) If you are registering a domain on behalf of a third party you are obligated to ensure the domain owner is made aware of these terms and conditions.
(6.1) You agree to abide by our acceptable use policy (AUP).
(6.2) You agree and understand that any attempts to undermine or cause harm to any of our servers is strictly prohibited.
(6.3) If you abuse the resources we provide in any way, we reserve the unqualified right to immediately deactivate your Account without refund.
(6.4) We reserve the right to disable/delete any feature or application provided on shared hosting service without notification if that feature/application is found to be detrimental and/or is hampering the web server's' overall health and performance.
(6.5) If you are abusive towards any member of our staff we have full right to terminate your account with us without any refund.
(7.1) You are responsible for any misuse of your account and you must take steps to ensure that others do not gain unauthorised access to your account. You may not use your account to breach the security of another account or attempt to gain unauthorised access to another network or server.
(7.2) Your password provides access to your account, it is your responsibility to keep your password secure.
(7.3) Sharing your password and account access with unauthorised users is strictly prohibited. You must take care and prevent others from using your account since you will be responsible for the consequences.
(7.4) Attempting to obtain another user's account password is strictly prohibited, and will result in termination of service.
(7.5) You must adopt adequate security measures to prevent or minimise unauthorised use of your account.
(7.6) You may not attempt to circumvent user authentication or security of any host, network or account. This includes, but is not limited to, accessing data not intended for you, logging into or making use of a server or account you are not expressly authorised to access, or probing the security of other networks. Use or distribution of tools designed for compromising security is prohibited. Examples of these tools include, but are not limited to, password guessing programs, cracking tools or network probing tools.
(7.7) You may not attempt to interfere with service to any user, host or network or carry out DOS attacks. This includes, but is not limited to, "flooding" of networks, deliberate attempts to overload a service, and attempts to "crash" a host.
(7.8) You agree and understand that users who violate systems or network security may incur criminal or civil liability. We will cooperate fully with investigations of violations of systems or network security at other sites, including cooperating with law enforcement authorities in the investigation of suspected criminal violations.
(7.9) You agree to complete your own tests for computer viruses in accordance with best computing practice.
(8.1) We accept payments done through PayPal.
(8.2) Invoices are generated 10 days before the official due date. Payment must be made by the due date to avoid the suspension of your account. If no payment is received, your account will be suspended 3 days after the official due date. If no attempt is made within the next 10 days to pay due invoice(s), we reserve the right to permanently terminate your account and delete all data held. In total 15 days from the official due date will pass before we permanently terminate your account.
(8.3) For any change in contact details, billing cycle changes, account upgrades / downgrades, cancellation or termination of hosting services, written authorisation is mandatory and to be submitted using the client area. Requests on our live-chat & our ffrom non-registered email address would not be accepted. It is important for us to establish the authenticity of the customer before carrying out such requests. All email communications must be done from the registered email address.
(8.4) Account renewal reminders will be sent 15 (Fifteen) days before the renewal / due date for monthly and quarterly billing cycle and 30 days before the renewal / due date for semi-annual, annual, biannual & triannual billing cycle. This is done to ensure that our clients get enough time to make payment(s). A second reminder will be sent before the due date and the third & final reminder would be sent on the day of renewal.
(8.5) A grace period of 3 (Three) days will be given to all unpaid accounts past the renewal / due date. The hosting service will be suspended on the 4th (Fourth) day of the account being past due and a notification email would be sent informing about the suspension of service. Backup, if purchased / applicable, will be provided only after the dues are paid during the suspension period, i.e. between 4th and 10th days (both days inclusive) of account being past due.
(8.6) We allow up to 5 (Five) days after the account has been suspended, for the renewal fee / dues to be paid. The account will be terminated permanently once this period of additional 5 days is over. After your account has been terminated, we can no longer guarantee the recovery of your data. Although all best efforts will be made to recover data past this point if invoices are paid, there is no guarantee that data can be successfully restored.
(8.7) We do have an automatic payment facility. You can select what services are automatically paid from the client area.
(8.8) For further enquiries or clarifications, please contact the billing department.
(9.1) All cancellation requests must be made by clicking the cancellation link found within the product details section of the client area. Please contact our customer services team for more information.
(9.2) Cancellation requests will not be accepted by phone or live chat.
(9.3) 7 working days notice is required for all cancellation requests. A working day is classified as Monday - Friday excluding bank holidays.
(9.4) Cancellation requests are processed Monday to Friday, 8am to 6pm excluding bank holidays.
(9.5) In case of shared hosting account cancellation, the charges for free domain will be deducted from the amount to be refunded (if any). Domain will be free only for the initial first year in case of gTLDs and 2 years in case of .uk TLDs. Renewal charges will have to be paid as applicable at the time of renewal. Applicable TLDs covered under free domain registration/transfer offer are .com, .net, .org, .biz, .info, .eu, .co.uk, .org.uk, .me.uk.
(9.6) Should you cancel your hosting before the renewal date or wish to transfer your domain name to another service provider during its registration period, domain registration/transfer charges will be payable before such action is completed.
(9.7) SSL certificates, domain name registrations, software licenses and WHOIS protection are not eligible for refunds.
(9.8) Refunds will only be processed to the originating payment media (e.g. PayPal)
(9.9) Refunds can take up to 5 working days to be processed, the time for the funds to reach you is purely dependant on the payment type.
(10.1) All subscribers of shared hosting plans, reseller and VPS plans carry a 30-day unconditional money back guarantee. If you find the services to be deficient or unsatisfactory, you are entitled to a full refund of the contract amount within the first 30 days of the date of account set-up.
(10.2) Any addons are not included under the 30-day money back guarantee policy. We reserve the right to decide if to issue pro-rata refunds under such circumstances.
(10.3) The 30-Day Money Back Guarantee Period is only applicable for first-time signups. Second time & subsequent sign-ups are not eligible.
(10.4) Software licenses, domain registration fees, domain transfer fees and domain renewal fees are excluded from the 30-day money back guarantee.
(11.1) We backup all shared hosting platforms daily for which the following applies:
(11.1.1) While we will make every effort to protect and backup data for clients on a regular basis, we do not guarantee the existence, accuracy, or regularity of its backup, therefore, you are solely responsible for making backup files in connection with your use of the Services.
(11.1.2) You agree and understand that any back-up which we may carry out will not include any media files. These include (but are not limited to) mp3, mpeg, wmv or any other video/audio files.
(11.2) We do not backup VPS unless you specifically purchase a backup plan from us for the chosen service.
(11.3) You acknowledge that use of any of our backup services is at your own risk, although we will make all reasonable attempts to make the service accessible, secure and free from corruption, backups services are sold strictly as is and without warranty, we will not be liable for any loss, claim or damage which is caused by a failed backup.
(11.4) We have no knowledge of the data you store on your hosting package including its value and quantity. While our services are designed to be resilient and we do offer services designed to mitigate against data loss, we accept no liability for the loss of data and associated revenue, contracts or business.
(12.1) If your service has a bandwidth limit and exceeds this limit, we will inform you. If you do not wish to purchase extra bandwidth or upgrade your services and continue to exceed the limit, the service shall be suspended until you demonstrate to us that you have taken measures to ensure that the limit won’t be exceeded again or upgrade your account, whichever is earlier. The service will be reactivated in the following month when your bandwidth allocation refreshes.
(12.2) Some plans are provided with unmetered bandwidth. Unmetered means that we do not accurately record and then enforce the bandwidth usage of your plan unless it is deemed to be using an excessive amount. An excessive amount is classed as either using more than 15% of the total bandwidth available to the physical server or that your usage is such that it is affecting the performance of the server to the detriment of other clients as determined by our engineers. When such events occur, we reserve the right to immediately suspend service if the level of use is at risk of causing a disruption to other users. In other cases, we will attempt to communicate with you to discuss said usage. We reserve the right to charge additional fees if the normal usage of your site frequently exceeds this usage. If said charges are not acceptable to you, we will attempt to provide a reasonable time frame for you to move services.
(13.1) We reserve the right to refuse, terminate, or suspend your access to the Services for any reason at our sole discretion upon giving 14 days written notice to you.
(13.2) We may suspend your Account immediately upon breach by you of any of the terms and conditions herein, including, without limitation, late or non-payment of monies due.
(13.3) We reserve the right to terminate any account where the account holder advises that they have or are about to initiate legal proceedings against us. Notice will be given advising the scheduled termination date, allowing clients to move to a new provider and take any backups.
(14.1) On termination or expiry of your Account for whatever reason you shall pay immediately all sums outstanding pending on your Account to us within 14 working days.
(15.1) We disclaim all liabilities in connection with the following:
(15.1.1) loss of material uploaded;
(15.1.2) incompatibility of the Services with any of the Customer's equipment, software or telecommunications links;
(15.1.3) technical problems including errors or interruptions of the Services;
(15.1.4) unsuitability, unreliability or inaccuracy of the Services;
(15.1.5) computer viruses of any kind obtained by the Customer in the course of using the Services;
(15.1.6) any security breaches whatsoever affecting the Customer’s Account.
(15.2) In no event shall we be liable either in contract, tort (including negligence) or otherwise for indirect, incidental or consequential damages, including without limitation, loss of income, data, use or information.
(15.3) Nothing in this Clause excludes each party's liability with respect to death and personal injury resulting from the negligence of that party, its employees, agents or subcontractors or for fraudulent misrepresentation or under the tort of deceit.
(15.4) Our liability to you in contract, tort, negligence or otherwise arising out of or in connection with the Services shall for any one incident or series of related incidents be limited to the annual fees paid by you to us in the year in which the liability first arose. No liability whatsoever will be accepted by us unless and until you have provided documentary evidence to our satisfaction proving that loss has occurred.
(15.5) We exclude all liability of any kind in respect of any material on the internet posted by the Customer by means of the Services and we are not responsible in any way for any goods (including software) or services provided by third parties advertised, sold or otherwise made available by means of the Services or on the internet, the accuracy, completeness or suitability for any purpose of any website content and the acts or omissions of other providers of telecommunications or internet services (including domain name registration authorities) or for faults in or failures of their equipment.
(15.6) We will not be liable for failure or delay in performing our obligations if such failure or delay is due to circumstances beyond its reasonable control, including but not limited to acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labour disturbance, interruption of or delay in transportation, unavailability of, interruption or delay in telecommunications or third party services (including DNS propagation), failure of third party software or hardware or inability to obtain raw materials, supplies or power used in or equipment needed for provision of the Services.
(16.1) The client agrees that it shall defend, indemnify, save and hold us harmless from any and all demands, liabilities, losses, costs and claims, including reasonable legal fees asserted against us, its agents, its customers, officers and employees, that may arise or result from any acts or omissions of the Customer, its agents, employees or assigns in connection with their use of the Services.
(17.1) We reserve the right to modify or change these terms of service at any time. All customers are bound by the latest terms of service published on this website.
Our acceptable use policy covers account usage and content and is in place to protect our network and customers from abuse that may affect other sites or services hosted on our network.
While you may need never worry about these, we do still advise you to read through them to make sure you understand what content is acceptable.
(1.1) You shall not use our website, systems, network or any of our services for any of the following.
(a) in any way that breaches any applicable local, national or international law or regulation;
(b) in any way that is unlawful or fraudulent, or has any unlawful or fraudulent purpose or effect;
(c) for the purpose of harming or attempting to cause harm to others;
(d) to send, knowingly receive, upload, download, use or reuse any material which does not comply with our content standards as set out in this policy;
(e) to transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material or any other form of similar solicitation (spam).
(f) to knowingly transmit any data, send or upload any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware.
(3.1) On accounts where resources are shared including but not limited to shared hosting and reseller hosting operate, these operate under a fair use policy.
(a) Where resources limits are not specified or are listed as unlimited within the account specification then fair use will apply.
(b) Fair use means that any single site can use as much resources as are available as the long as that usage does not adversely affect the performance other sites hosted upon the same servers.
(c) while extremely rare, it is at our sole discretion to determine whether a website is deemed to be using excessive resources, if a site is deemed to be doing so we will recommend remedial action which may include:
• the option to reduce your resource usage through the modification of your application (for example if the cause is through malware infection or poor code)
• upgrade to a next shared plan or VPS server (additional charges may apply)
(3.2) If you choose not to take remedial action then the website or application will be disabled prevent it adversely affecting other clients.
(3.3) We reserve the right to shut down or remove any scripts that pose a potential security risk or which are deemed by us, and at our sole discretion, to be adversely affecting server performance or network integrity (for example script that have known security vulnerabilities)
(4.1) The following applies to all content hosted on any of our services
(4.2) Content must:
(a) be accurate (where it states facts);
(b) be genuinely held (where it states opinions)
(c) Comply with applicable law in any country from or in which such content can be received or uploaded.
(4.3) The following content is explicitly banned
(a) contains any material which is defamatory of any person;
(b) contain any material which is obscene, offensive, hateful or inflammatory;
(c) promotes sexually explicit material (unless we have given our explicit permission to use our services to provide adult content);
(d) promote violence;
(e) promote any form of discrimination..
(f) infringe any copyright, or trade mark of any other person;
(g) be likely to deceive any person;
(h) be made in breach of any legal duty owed to a third party, such as a contractual duty or a duty of confidence;
(i) promote any illegal activity;
(j) be threatening in anyway
(k) harass, upset, annoy or cause alarm to another person
(l) be used to impersonate any person, or to misrepresent your identity or affiliation with any organisation or person;
(m) give the impression that it has emanated from us, if this is not the case.
(n) advocate, promote or assist any unlawful act.
(o) contain viruses, worms, Trojans or other malicious components;
(p) contain Warez, which includes but is not limited to pirated software, ROMS, emulators, phreaking, hacking, password cracking, IP spoofing and encrypting of any of the above. Also includes any sites which provide links or 'how to' information about such material;
(q) Proxy software
(r) IRC Hosts
(s) BitTorrent software may not be used on any of our services due to wide scale abuse.
(t) any content that has the potential to cause us adverse publicity
(5.1) You agree and understand that the sending of unsolicited email (spam) is strictly prohibited and may result in the suspension and/or termination of your account.
(a) Where we provide you with a mail service the following rate limits apply so as to prevent blacklisting of our IP addresses and excessive resource usage.
• 250 outgoing emails sent per hour on (Shared) or (Reseller Hosting);
• 500 outgoing emails sent per hour on (VPS Hosting);
(5.2) no malicious emails may be sent, including but not limited to "mail bombing" (bombarding a site with a large volume of email) and "trolling" (posting extreme messages to provoke a negative response);
(5.3) If, as a result of a breach of this clause, we have to undertake any action, including but not limited to removing mass emails from our systems, dealing with any user complaints, we reserve the right to charge you at our engineers hour rate for time spent.
(6.1) We will determine, at our discretion, whether there has been a breach of this acceptable use policy through your use of our site or our services. When a breach of this policy has occurred, we may take such action as we deem appropriate.
(6.2) Failure to comply with this acceptable use policy constitutes a material breach of the (Terms and Conditions), and may result in our taking all or any of the following actions:
(a) Remove infringing content from any website hosted by us without notice to you;
(b) immediate, temporary or permanent withdrawal of your right to use our site and/or our services.
(c) immediate, temporary or permanent removal of any posting or material uploaded by You to our site our any site hosted by us.
(d) disclose of such information to law enforcement authorities as we reasonably feel is necessary.
(6.3) Responses described in this policy are not limited, and We may take any other action We reasonably deem appropriate.
(6.4) Where we become aware of any issue related to the content or you use of our Services which could have an adverse impact on our network, systems or other customer of ours, we reserve the right to immediately suspend or deactivate the services and your Account. Where reasonably possible we shall inform you of such action before it is taken.
(6.5) If we receive any take down notices in respect of copyright infringing content, we reserve the right to remove such content without notice to you, irrespective of whether such takedown notice is valid.
(7.1) We may revise this acceptable use policy at any time by amending this page. You are expected to check this page from time to time to take notice of any changes we make, as they are legally binding on you. some of the provisions contained in this acceptable use policy may also be superseded by provisions or notices published elsewhere on our site.
This policy explains when, why and how we collect personal information from the people who visit our website, sign up or purchase any of our services or request or contact us in any other manner. The policy also details the conditions under which we may disclose the information to others and how we keep it secure.
(1.1) We will never sell your data on.
(1.2) We will never share your data for marketing to by any third parties.
(1.3) We will always keep your personal data secure using strong encryption, abiding by data protection rules and by implementing good security practice.
If you are ever concerned or have question about how your personal data is collected or used, please contact us at [email protected].
We may collect data about you in the following ways:
(2.1) By filling in forms on any of our websites, this includes information provided at the time of registering to use our websites, subscribing to any of our services, posting material or requesting further services. We may also ask you for information when you enter a competition or promotion sponsored by us or if you report a problem with our site.
(2.2) If you contact us, we may keep a record of that correspondence.
(2.3) We may also ask you to complete surveys that we use for research purposes, although you do not have to respond to them.
(2.4) Details of transactions you carry out through our site and of the fulfilment of your orders.
(2.5) Visiting our sites, including, but not limited to, traffic data, location data and other communication data required for our own security, diagnostic, authentication and billing.
(3.1) If you are simply viewing our website then we will collect the following information within our logs:
(a) IP Address (See cookies and IP addresses)
(3.2) If you sign up to use our services we will then collect the following information:
(c) Email Address(s)
(d) Telephone number(s)
(e) IP address
(f) Payment details
(3.3) While not actively collected we may store any other personal information that you may disclose during live chat, tickets or emails.
(4.1) IP Addresses
We collect IP address information for security (DDoS prevention, anti-hacking and fraud prevention), diagnostics and statistical analysis of traffic used for improvements to the performance and usability of our services, for GDPR purposes we collect this information under legitimate interest.
A cookie is a small file saved on your computer that is used to help store preferences and other information that is used by websites you may visit.
(a) Authentication of users when logging in or out of our services.
(b) Analysis of traffic to our website via Google Analytics.
(c) Tracking of website preferences.
(d) Third party services such live chat.
You can block cookies by activating the setting in your browser which allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block all cookies you may not be allowed access to all or parts of our site.
The data that we collect from you is stored in the US (United States) but it may be processed by staff operating outside the US who work for us or for one of our suppliers. Such staff may be engaged in, among other things, the fulfilment of your order, the processing of your payment details and the provision of support services.
By submitting your personal data, you agree to the processing of this data outside of the US.
We treat all data with the utmost care and take appropriate steps in compliance with data protection regulation to ensure it is kept safe.
(a) All data we collect is done so over encrypted connections (https).
(b) All data is stored behind state of the art firewalls managed by our security team.
(c) All systems storing personal data have access logging.
(d) All passwords are encoded at rest.
(e) All systems are subject to regular penetration testing and are monitored for vulnerabilities and attacks.
We use information held about you in the following ways:
(a) To verify your identity.
(b) To provide you with the products and services you have purchased from us.
(c) To carry out our obligations arising from any contracts entered into between you and us.
(d) To ensure that content from our site is presented in the most effective manner for your device.
(e) To respond to queries.
(f) To provide you with information, products or services that you request from us where you have consented to be contacted.
(g) To notify you about changes to our services.
(h) To send you marketing emails where you have given explicit consent.
(i) To display personalised Ads from us.
(j) To prevent fraud.
(k) To detect, prevent and diagnose potential security breaches.
Data protection law sets out the conditions under which personal data can be collected and which we use as the basis for collection and processing, these include:
(8.1) Contractual obligations
When you purchase a service, we need to collect personal data to fulfill our legal contractual obligation, for example: so we can manage and invoice your account and contact you for technical support purposes.
(8.2) Legal compliance
The law requires we collect and process data for certain purposes such as for keeping financial records (i.e. invoicing) and that we can comply with law enforcement requests for data.
(8.3) Legitimate interest
We collect data under legitimate interest in a way that is reasonably expected as part of the day to day running of our business. For example, we collect and log IP addresses for fraud protection and security as well as analysis of our site usage.
In certain cases, we may collect and process your data with your consent, for example our newsletter and hot offers emails. Consent to receive these can be withdrawn at any time.
Your data will be kept until it is no longer required for the purpose of its collection.
At the end of the retention period the data will either be deleted or anonymised so it can no longer be linked back to an individual.
Personal data linked to purchases or any other financial transaction are kept for a minimum of 6 years as required by law to retain financial data.
This DreamWebHosts Service Level Agreement ("SLA") applies to all shared and dedicated clients. The Client agrees that measurements via our third party establish the eligibility for any applicable Performance Credit. In the event that the Client determines that a discrepancy in such measurement exists, Client shall promptly notify DreamWebHosts and DreamWebHosts and Client will mutually agree upon the validity and accuracy of the measurement, and upon Client's eligibility for any applicable Performance Credits.
This SLA may be amended at any time by DreamWebHosts.
DreamWebHosts Network is defined as the equipment, software, and facilities within the DreamWebHosts network segment, including DreamWebHosts’s contracted ISP services to which the DreamWebHosts network segment is connected and collectively utilized by DreamWebHosts to provide dedicated and co-location services.
Service Availability is the total time in a calendar month that the DreamWebHosts is available through the Internet, provided that Client has established connectivity. DreamWebHosts takes responsibility for the Service Availability within its immediate network segment, and cannot be held liable for problems directly related to an upstream bandwidth provider. The DreamWebHosts Network will be available to clients free of Network Outages for 99.9% of the time.
Service Downtime is any unplanned interruption in Service Availability during which the Client is unable to access the services as described in preceding section, provided the interruption is determined to have been caused by a problem in the immediate DreamWebHosts network segment as confirmed by DreamWebHosts . Service Downtime is measured as the total length of time of the unplanned interruption in Service Availability during a calendar month. DreamWebHosts is not responsible for any unplanned outages due to third-party software failure are the direct responsibility of the software publisher and not of DreamWebHosts.
Scheduled Service Downtime is any DreamWebHosts interruption of Hosting Services. Scheduled Service Downtime occurs during a DreamWebHosts server maintenance window, which occurs in conjunction with a 24 hour notice to the Client via electronic communication.
Performance Credit occurs when 99.9% uptime is not met. DreamWebHosts will refund the customer 5% of the monthly fee for each 60 minutes of downtime (up to 100% of the customer's monthly fee). Network downtime is measured from the time a trouble ticket is opened by a customer to the time the server is once again able to transmit and receive data.
Monitoring Service is the service DreamWebHosts provides in order to analyze availability of HTTP based services and applications through its third party monitoring system.
(1.1) In the event of Service Downtime in which monthly Service Availability is less than 99.9%, Client will receive a Performance Credit as described above.
(2.1) This SLA does not cover Service Downtime caused by problems in the following:
(a) Client's local area network;
(b) Client-provided Internet connectivity or end-user software;
(c) Entities inside Client's internal network including, but not limited to, firewall configuration and bandwidth shaping, local area workstations, or other servers, equipment, and software that have a potential bearing on the local networking environment.
(3.1) The following are excluded from the monthly calculation of Service Availability:
(a) Any utilized Scheduled Service Downtime
(b) Any problems beyond the immediate DreamWebHosts network segment
(c) Any interruptions, delays or failures caused by Client or Client's employees, agents, or subcontractors, such as, but not limited to, the following:
• Inaccurate configuration
• Non-compliant use of any software installed on the server
• Client initiated server over-utilization
• Any problems related to attacks on the machine such as hacking, bandwidth-based attacks of any nature, and service or operating system exploits.
If you are unhappy with any of our services please raise a ticket via our helpdesk located within your client area and an appropriate team lead will address the issue; however if you feel that you have not received a satisfactory response from our support or customer care teams, you may send your complaint to [email protected]
Please include the following information in any correspondence:
• Your full name
• Your full address
• Contact phone number
• Your account reference number (if applicable)
• Any ticket reference numbers associated to the complaint (if applicable)
We will make every attempt to bring the complaint to a satisfactory conclusion within the first 10 working days however resolution time may be significantly longer in some cases if the issue is particularly complex.