Support
Hosting
- Service Level Agreement
- Unlimited Disk Space - We don't put any hard limits on the disk space you use. Disk space is however limited by the amount of diskspace that WinWorld has available to customers globally. WinWorlds entire Internet-based storage system is shared amongst all customers who subscribe to shared hosting servcies. We take measures to ensure that no one customer will rapidly use up all of WinWorld's allotment, adversely affecting other customers.
- Not an online back solution - WinWorld's unlimited disk space offer is not intended to be used as an online backup solution. If we find large uncompressed files on your hosting space, we may contact you. Large compressed files (such as zip, rar, tgz, etc.) will not be included in backups. WinWorld's hosting service is designed to host websites. WinWorld does NOT provide unlimited space for online storage, backups, or archiving of electronic files, documents, log files, etc., and any such prohibited use of the services will result in the termination of subscriber's account, with or without notice. Accounts with excessive number of files negatively affect the performance of the server and WinWorld may request that the number of files be reduced to ensure proper performance.
- Media files - If you plan to host audio or video media - we encourage you to use free or paid media hosting services such as youtube.com, vimeo.com, or sermon.net. Media files may not be included in our backups. If you do upload media files, do not load uncompressed formats such as wav. Rather use formats such as mp3, mp4, etc. Hosting large media files may increase your bandwidth which may in-turn affect your overall hosting charges.
- Images and PDFs - Images and PDF files that you upload should be optimized for the web. For images, the following formats are considered web formats: jpg, gif, png. They should be sized below most screen resolutions.
- Shared hosting level - WinWorld's service is a shared hosting service, which means that subscriber's web sites are hosted from the same server and share server resources. WinWorld's service is designed to meet the typical website needs of small business and home business. It is NOT intended to support the sustained demand of large enterprises, internationally based businesses, or non-typical applications better suited to a dedicated server.
- Bandwidth - WinWorld does not set arbitrary limits on your bandwidth usage. We will not "cut your site off" for exceeding a limit.
- Handling large increases in bandwidth - If your site recieves a huge increase in popularity, we may restrict your bandwidth usage at that time so as to prevent all other customers site's from becoming available. This is just a safeguard in fairness to our other customers. What it means is that if your site becomes rapidly popular and you have a substantial increase in traffic, your site may be slower during that period. We may also contact you, requiring that your site be rapidly moved to a dedicated server (at your expense).
- Bandwidth based billing - We use bandwidth to measure the requirements of your website and thus place you in the correct billing category. Websites with higher traffic require more server resources in regards to CPU and RAM. They will likely also require a higher level of attention from our technical support and monitoring department. If your website exceeds the highest bracket we will accomodate for on our shared hosting packages, this may be a clear indication that you need to move to a virtual or dedicated hosting setup. Billing based on bandwidth is a measure we take so that we can provide the correct level of customer service for your website requirements. Some companies will let you struggle with a lower level of customer service and infrastructure allocation than you need - we will always seek to match you with the hosting level that is just right for you. You can check our hosting pricing to see what your level of bandwidth will cost for you. It is your job to know your bandwidth usage before you come to us. If you do not know, we will start you out at the lowest level for 3-6 months and then require an adjustment moving forward. If you are at a designated bandwidth level and you experience a spike in bandwidth, this may not affect your required hosting level. We measure bandwidth over a 3 month period and take the daily average from that. We will never move you to a higher priced hosting package before discussing this with you. The choice will ultimately be yours.
- Backups - We do backup all files, data and server configuration on a nightly basis. These backups are for our own usage. In the event of a hardware failure they allow us to restore your website to it's original status. If you accidentally delete something from your website and you need us to recover it from a backup for you, this will incur a support cost of $95 per instance. You can circumvent this cost by buying backup insurance for the stated monthly cost. Please ask one of our sales people about this.
- 24/7 monitoring - Our servers are under continuous monitoring. If the server ever becomes unresponsive, at any time of day, a technician will be alerted immediately to investigate this matter. Continuous effort will be applied to ensure that any problem is resolved as quickly as possible. 24/7 monitoring is for WinWorlds servers in general and not for each website individually. If you want monitoring for your website specifically, you may either obtain that from a third party or by purchasing a monthly subscription to one of our monitoring servcies.
- Downtime - WinWorld takes every effort to prevent against downtime. This includes placing servers in a location with backup power, air conditioning, redundant internet connections, and high security. Redundant server architecture may also be employed where possible to ensure against downtime, this may include hard drive arrays and dual network cards. Hardware failures are possible. If one does occur, we will be notified immediately and will work expeditiously to replace any failed hardware. Once hardware is replaced, and if neccessary, we will reload websites to that server in order of bandwidth usage, greatest to the least. WinWorld is not responsible for lost revenue, traffic or data caused by server downtime or failure, domain name transfers, or any other error - mechanical or human. A full hardware restoration may take three to fortyeight hours. If you requier a speedier restoration time or guarantee, you may want to talk to a sales representative about dedicated hosting or higher redundancy measures such as a "hot spare" or "rollover" server.
- Terms of Service
- Setup - If your hosting account requires any special setup outside the scope specified in a proposal or contract you may have with us, that setup effort will be billed at our regular hourly rate.
- Payment - Continuity of hosting service is contingent upon receipt of payment from Customer to WinWorld. Subsequent invoices are made on the 15th of every month. Payment for the coming month needs to be recieved by the end of the prior month. If payment is not recieved, the account will be suspended. We will supply you with a 7 day grace period to make payment. If we do not hear from you in this time, your account will be canceled. We will make efforts to contact you before suspending an account. Contact may be made via email, phone or mail. Please ensure your contact information is up to date with us. Please ensure you are reachable if something like this happens.
- Collections - Accounts that are not collectable by WinWorld will be turned over to an outside agency for collection. If your account is turned over for collection, you agree to pay the company a "Processing and Collection" Fee of not less than Fifty($50.00) or more than Two Hundred, Fifty($250.00). WinWorld may temporarily deny service or terminate this Agreement upon failure of Customer to pay charges when due. Such termination or denial will not relieve Customer of responsibility for the payment of all accrued service fees, or any collection fees.
- Cancelation - WinWorld web hosting reserves the right to refuse service or cancel existing accounts for any reason at any time.
- Fees - WinWorld web hosting reserves the right to change fees at any time.
- Refunds - No refunds on prepaid hosting will be automatically granted for any reason.
- Acceptable Use Policy
- Abusive Practices - Customers of WinWorld are forbidden from partaking in an "abusive practice." The following is a list of current abusive practices. WinWorld reserves the right to add to or modify this list at any time. Sending unsolicited commercial e-mail with your account. Also, a violation is incurred if any unsolicited email is reported relating to your domain with us in anyway, regardless of what SMTP (outgoing mail server) was used to transmit the message. Upload, posting or reproducing in anyway materials protected by copyright without the permission of the copyright holder. Uploading or creating any exploitable or aggressive materials on our shared web-hosting platform is strictly prohibited. Any tools we locate that may be used to exploit the operating system, or any operating system, will result in immediate account termination. This includes eggdrop bots, buffer overflow programs, devices to attack or harass other Internet users, and many other items. WinWorld web hosting reserves complete discretion to determine what materials fall under these headings. Participating in an abusive practice will lead to an immediate account termination without prior notice.
- Lawful Purposes - WinWorld web hosting services may only be used for lawful purposes. Transmission of any material in violation of any U.S. or any state regulation is prohibited. This includes but is not limited to: copyrighted material, material legally judged to be threatening or obscene, or material protected by trade secret.
- Indemnification - The client specifically agrees to indemnify and hold harmless WinWorld web hosting from any claim resulting from a breach of these terms, and/or the use of the service, which damages another.
