On this page, you will find our terms and conditions, SLA and acceptable use policy. We will publish the dates each policy was last updated.
Terms of Service and Acceptable Use Policy
1.1 “Click IT Services”, “Click IT”, “We”, “Our” and “Us” refer to Click IT Services.
1.2 “Subscriber”, “Customer”, “Client” means the person or entity who had placed the order for our services.
1.3 “Month” refers to a full calendar month (i.e. January 1st to January 31st).
2. The purpose of this document
2.1 The purpose of this document is to outline the TOS (“Terms of Service”) and AUP (“Acceptable use policy”) by having these policies in place. They ensure we can provide a fair and consistent service to all of our clients.
3. Policy changes
3.1 We reserve the right to make changes at any time to this policy without prior notice or notification.
3.2 We always publish the last modified date on every policy.
4. Server abuse policy
4.1 We strive to provide a fast, and reliable service with excellent uptime/availability.
4.2 If we determine any account on any of servers are utilising excessive resources and impacting upon other clients, we have the right to suspend any associated account without notice. Of course we will contact the account holder via email, SMS, or phone as soon as practically possible.
5. Money back guarantee/refunds
5.1 We offer a 14-day money back guarantee on all of our hosting packages. If a subscriber desires a refund, they must submit a formal ticket request stating why they would like a refund. This must be done within 14 days of the initial payment being received.
5.2 There are no refunds available for domain names, SSL certificates, SMS, CDN, etc.
5.3 Refunds which meet the criteria and are approved by management will only be refunded to the original PayPal account, credit card or bank account.
6. Payments & Chargebacks
6.1 We accept payments via Credit Card, PayPal, and Bank Transfer.
6.2 If a subscriber chooses to make payment via Credit Card, the Subscriber agrees for us to store your card details securely with our bank merchant. We will not ever store the whole credit card on our system.
6.3 If a subscriber chooses to make payment via PayPal, the Subscriber agrees to enter into a payment agreement with us, therefore, allowing us to automatically debit the subscriber any invoices which are due.
6.4 The subscriber agrees to allow us to automatically debit PayPal and/or Credit Card for any outstanding invoices.
6.5 The subscriber agrees to pay a late payment fee if an invoice is more than 6 days overdue.
6.6 If a subscriber conducts a chargeback to us, the subscriber agrees to pay us $45.00 for administration fees.
6.7 If a subscriber is not happy with the service they are receiving and desire a refund, they must seek a refund in writing to us.
6.8 If an invoice is more than 30 days overdue and the subscriber refuses to pay, or does not respond, the subscriber agrees that we may terminate the account and demand all outstanding invoices be paid. The subscriber agrees to pay any debt collection and/or court fees associated with recovering outstanding fees.
6.8 Service(s) are made upon a “pre-paid” arrangement. If the subscriber chooses to prepay 1,3,6,12,24,36, etc. months upfront, they are electing to have the service active for this period of time. If for any reason the subscriber chooses to cancel their service outside of the initial money back guarantee period (as outlined in this document), they choose to forfeit any unused portion of funds. For example, if the subscriber chooses a business account and prepays 12 months upfront to the value of $179.40 and decides 4 months into the service that they would like to move to another provide (for any reason), they will forfeit the remaining 8 months of service.
7. Spam and/or junk email policy
7.1 We have a zero-tolerance towards “spam”, “unsolicited commercial email”, or “bulk emailing”, etc.
7.2 Any account(s) found responsible for sending spam, junk, unsolicited emails, etc. will be suspended and potentially terminated.
8. SSH policy
8.1 For the security of our servers, we have a strict policy of not providing SSH (unless a formal request is made and approved).
8.2 Any account which attempts to run a script which is used to elevate privileges or enable SSH services will be terminated.
9. Backups policy
9.1 We will back up your account automatically at least once per day. Under normal circumstances, all business and personal web hosting accounts will be backed up once per hour.
9.2 Our backup procedures are tested to ensure consistency, but no guarantees of any kind are made or implied. Therefore, It is highly recommended the subscriber takes regular backups and stores them off-site (not on the server).
9.3 If data recovery is necessary, we will attempt to recover your data free of charge only if the data loss is due to an error on our behalf. In the event that the data loss is due to the negligence of the client in securing account (such as account being compromised) or the action of the client, we will attempt to restore the requested account and/or files. However, there is a $49.95 fee for this service.
10. Domain name registrations
10.1 We offer domain name registration services on behalf of clients. By using our domain registration services, the client agrees that we are not obligated to renew the domain name unless the relevant invoice is paid in full.
10.2 It is solely the responsibility of the client to ensure all domain names are renewed and/or registered successfully as network/communication/administrational errors can occur from time to time. If in doubt, please contact us to confirm existing expiry date and/or status. Therefore, the client waives any right to make a claim for any loss or damages, which result in such events.
10.3 Domain names, which have expired, may require a “domain redemption fee”, therefore it is always best to renew your domain name well in advance. We send multiple emails to the registrant email address prior to the expiry. You may also check the expiry date on our client portal. If in doubt, please ask us.
10.4 All domain renews must be submitted using our client portal.
10.5 Is it the clients responsibility to ensure all domain name related contact details are up-to-date and correct.
10.6 We do not guarantee a domain name registration will be approved. The customer waives any right to make a claim against us if the domain name is rejected/refused by the relevant naming authorities.
10.7 The customer agrees all domain name registration/renewals and associated fees are NON-REFUNDABLE once the order has been submitted to us.
11. Content policy
11.1 The services provided are to be used for web hosting only.
11.2 Our services are not to be used for file storage, and all local/international law(s) must be abided by at all times.
11.3 This means all copyright, intellectual property, trademark, threatening or obscene, warez. pirated software, pornography of any sort, etc. must not be hosted.
12.1 The subscriber agrees to indemnify and hold us blameless from any claims resulting from the use of the services which damages the subscriber or other party.
12.2 In the event that we are sued because of a subscriber’s activity, the subscriber agrees to pay any damages (including all costs and solicitor fees).
13. Disclosure policy
13.1 The subscriber agrees that we may disclose (if requested) any account related information to any law enforcement agent who make a formal request (in writing) without prior consent or notification to the subscriber.
Date last modified: 02/02/2017
Service Level Agreement
The purpose of this document
The purpose of this document is to outline the SLA (“Service level agreement”) between Prompt Web Hosting and the subscriber.
1.1 “Click IT Services”, “We”, “Our” and “Us” refer to Click IT Services.
1.2 “Subscriber” means the person or entity who had placed the order for our services.
1.3 “Month” refers to a full calendar month (i.e. January 1st to January 31st).
2.1 This Service Level Agreement (SLA) applies to the subscriber who holds an account with any of the hosted services offered by us.
2.2 This agreement sets out the minimum level of service that we are required to meet and the corresponding penalties and compensation to the subscriber for not meeting such levels.
2.3 Our objective is to provide a continuously operating service that is well beyond the minimum levels specified in this document.
3. Service level uptime
3.1 The guaranteed uptime for our services is 99.95% each month.
3.2 If the uptime of the server the subscriber is hosted on falls below 99.95% in any given calendar month, subscribers are entitled to:
100% to 99.95% = 0%
Less than 99.95% but more than 99.90% = 50% of monthly plan cost.
Less than 99.90% = 100% of monthly plan cost.
3.3 Compensation will be applied in the form of an account credit.
3.4 The credit will be calculated based on the monthly service charge for the affected services.
4. Compensation request
4.1 In order to receive hosting compensation, the subscriber must lodge a support ticket.
4.2 Each request for compensation must include the dates and times of the unavailability of the subscriber’s service and must be received by us within 10 calendar days of the actual downtime.
5.1 Any circumstances that arise from third parties, such as (but not limited to): cPanel, fire, flood, war and Denial of Service attacks.
5.2 Scheduled maintenance (as outlined below).
6.1 To ensure all services are running optimally, it is required that scheduled maintenance be conducted on our services.
6.2 These events will be communicated to our clients prior to the maintenance being conducted.
6.3 Maintenance, as outlined above in point “5.2” is an exemption, and therefore, is not considered in a claim.
Date last modified: 03/02/2017