Website Services Terms & Conditions
Ihelm Enterprises Hosting Services
We provide servers for the legitimate use of our clients. You agree to use the servers on the condition that your use will not involve any activity that is or could be construed to be illegal or in violation of statutes, laws or codes of conduct. You will not use our servers or services to seek or to gain access to any resource for which you do not have authorisation. You will not use our servers or services to breach the security arrangements of any server or to explore such security arrangements or to prevent such security arrangements from working as they were intended to work. You will not use our servers or services to engage in denial of service operations of any form, including but not restricted to overloading, flooding, bombing and other hostile activities.
Ihelm Enterprises reserves the right to suspend any account where activity in breach of these terms is discovered. Ihelm Enterprises reserves the right to terminate any agreement where a contravention of these terms can be shown and the client fails to provide an acceptable explanation of the circumstances within seven days. The client may be liable to criminal or civil proceedings and Ihelm Enterprises may be required to provide evidence in support of such actions. Any costs incurred by Ihelm Enterprises will be charged to the client.
The use of our hosting facilities
By using our hosting facilities, you agree to the following conditions:
You agree not to implement any scripting tool to provide shell access to the server without explicit permission from Ihelm Enterprises.
You agree not to allow anonymous users to use your site as a proxy.
You agree to limit any mass e-mailing to not more than one operation per week and that the scope of such operation shall not exceed 20% of the bandwidth allocated for your use per month.
Spam is a universal nuisance and Ihelm Enterprises is committed to policies and procedures that are designed to combat its use. You agree that you will not use our
servers or services in spam-related activities. You will not send spam and you will manage your use of our servers so as not to allow third parties to send spam via our servers or services.
You agree to provide and maintain with us a current email address via which you can be contacted and those communications sent via that e-mail address are deemed as having received by you. Failure to notify us of a change in contact details could result in your hosting account being suspended. It is important that you notify us immediately of any change in contact details so we can ensure that all invoices, statement reminders, and information about your hosting account is sent to the correct e-mail address.
You agree not to use our servers or services to propagate content that contravenes any laws. Content must not be offensive, libellous, obscene, threatening, abusive, racist, likely to cause unrest, likely to incur civil liability or capable of being interpreted as any of the above. Ihelm Enterprises reserves the right to suspend any account that in its sole discretion contravenes any of the above and to terminate such account if the client fails within second days to justify its content.
The company has a duty of care to the availability of its clients websites. As a result, whilst a client may be within bandwidth and disk space usage, the nature of dynamic websites may mean that a client consumes excessive resources. Unless a dedicated server has been provided any site which consumes over 5% of the available resource allocation on the company’s servers will be notified and should take corrective action within 14 days. Such notifications are rare and can usually be fixed by optimising database queries/updating scripts. In the rare occurrence where these do not return the site to its normal state, Ihelm Enterprises will offer upgrades to higher specification servers where restrictions are less. Failure to rectify this may lead to a loss of services.
All hosting accounts must have fees paid on a regular basis, failure to pay these fees may lead to your account being suspended. If an account is suspended Ihelm Enterprises will not be liable for any lost business or financial loss incurred during this period.
Please note that unless otherwise instructed your hosting account will automatically be renewed. Once the renewal date has passed and we haven’t received any payment, you will receive three reminders to the e-mail address we hold on file. If we do not receive payment within 7 days of the final reminder, the site will be suspended. If you wish the account to be unsuspended, you will need to pay all of the amounts in arrears that are due.
Sites hosted utilising a dedicated IP address must have their renewals paid by the due date. Failure to do so may result in the IP address being re-allocated to another client due to the cost of providing these dedicated Ip addresses. If an IP address is re-allocated Ihelm Enterprises may not be able to obtain the original IP address for use again. As a result, subsequent loss of connectivity will occur. Failure to pay by the due date may result in loss of connectivity and related services.
We will not provide your hosting account details to anyone, unless we have an instruction from you via e-mail to say that we are able to share those details and with whom.
When a hosting account is purchased, Ihelm Enterprises will set the account up and all account details will be sent to the client via the e-mail address they have supplied. If the details are to be shared with a client’s web designer it is down to the client to notify Ihelm Enterprises of the name and address of the person they can send the details to.
We will not store this information beyond a 7-day period after the account has been set up. After this period, Ihelm Enterprises will not be able to assist the client with a lost password, and it will be down to the client to ensure they keep a record of their usernames and passwords, or are able to do a “lost password” request for the service they are trying to access.
Ihelm Enterprises are responsible for the server infrastructure – which includes ensuring the server software is fully up to date. We check all of the server software on a regular basis, and update the software to ensure the latest versions are running.
Ihelm Enterprises servers use firewalls, these help to block hack attempts on the server. Sometimes the server may block a client who is genuinely trying to access their account and this can be caused by not using the correct username or password, or by having the wrong settings for an e-mail account. If this occurs, the client should contact Ihelm Enterprises and Ihelm Enterprises will then remove the block. Repeated use of the incorrect details will result in further disruption to the service.
All servers use an anti-spam software on the e-mail system to try and reduce the amount of spam a customer receives.
All servers have monitoring software installed that checks the files on the server for suspicious files. If any files are found, the client will be notified within 24 hours and asked to rectify the issue – this may involve the client installing a plug-in their website to search for any suspicious files and then correcting the issue. The client will be asked to remove all suspicious files and fix the issue which might be down to out of date website software, in a specific time period.
After this time period has passed, Ihelm Enterprises will suspend the website. If the client is unsure how to fix the site and ask Ihelm Enterprises to look into the issue and rectify it, this will be charged at our hourly rate of £20.00/hour (minimum half-hour charge).
All servers are regularly backed up for the purpose of doing a server restore if a server needs restoring – these backups are not for the purpose of restoring a single website. It is down to the client to ensure they keep regular backups of their own website. These backups are stored off site on a dedicated Google Drive account.
All maintenance and support work provided by Ihelm Enterprises comes with a 7-day guarantee.
For connecting to their account through an FTP program, clients are to only use SFTP connections. You should be able to choose this as an option with your program, and it is a more secure way to access your site files.
We advise all clients to have an SSL certificate – this is for the purpose of gaining your clients trust as they can see that your site is secure, but also will help with your ranking via Google, as Google is now ranking sites without an SSL certificate lower than before. At this point in time we are able to offer free SSL certificates with our 2 newest servers. There is no charge for these certificates currently, however, if this changes, we would notify all clients via the e-mail address we hold on file as soon as we are notified. It is the your responsibility to ensure that the SSL certificate has been activated.
We advise that clients ensure their database use encryption where possible, and that clients should ensure they have up-to-date backups of any data, Ihelm Enterprises does not back-up client files as standard.
We advise all clients to change their passwords for the services provided as all of the hosting account details will be sent over e-mail which may not be secure. If the client chooses not to change their passwords, they are taking full responsibility for the fact the password has been sent in an insecure way (e-mail) by Ihelm Enterprises Limited.
If a client forgets their passwords for accessing any of their services, they will need to do use the “lost password request” feature for that service which will send an e-mail address that was provided when the hosting account was set up. Ihelm Enterprises will not be able to provide you with a new password.
If a client requires Ihelm Enterprises to do work on their website, if it is a WordPress/CRM/E-commerce site, the client will need to provide them with an admin login specific to Ihelm Enterprises which will allow us to access the site and to provide support for that website. This will ensure that all work we do on behalf of a client is done under our own username and password.
It is the clients responsibility to ensure that their website software is fully up to date and secure. If a client requires regular monthly support from Ihelm Enterprises to ensure their website software is fully up to date, the client can purchase a bespoke website support package from Ihelm Enterprises. The package costs from £25.00/month and includes us backing up your WordPress site and running updates on it once a month.
If a client requires a remote support session to be provided for assistance with a website issue, or with setting up e-mails, there will be an hourly fee of £20.00/hour (minimum half-hour charge) for this. The client must also pre-book a time that is mutually suitable through the Ihelm availability calendar. Before a remote support session can be done for setting up an e-mail account, a client must have ensured they are definitely using the correct login details for logging onto their e-mail account. They will also need to provide screenshots of all settings via e-mail to Ihelm Enterprises, before they will be asked to book a remote session.