Contractual Terms and Conditions for Cybersecurity, Hosting and Cloud Services

Basic and common provisions

These Contractual Terms and Conditions for Cybersecurity, Hosting and Cloud Services of WEDOS (hereinafter the „CHCS Terms“) form part of the „General Terms and Conditions for the services of WEDOS, a.s.“ (hereinafter the „GTC“).
The application of these CHCS Terms takes precedence over the application of the General Terms and Conditions (GTC).
The CHCS include in particular the following services: web hosting (comprising NoLimit, Miniweb, and, where applicable, specialised CMS hosting), mail hosting, WEDOS WebSite, the WMS service, the WEDOS Global service, the WEDOS Microservices service, server hosting (virtual and dedicated servers), and the WEDOS Disk service. Cloud services include in particular the WEDOS CD service and the WEDOS Cloud service. The boundary between hosting and cloud services may be blurred. Any service from the offering is provided to the extent corresponding to the selected variant of the service and in accordance with the Provider’s current offering.
Details, technical specifications and specific limitations of the individual types of services are always listed on the Provider’s website.
Web hosting is the provision of space on the Provider’s web servers for the operation of websites on a second-level or third-level domain, optionally with support for e-mail mailboxes (so-called mail hosting) for the relevant domain and optionally with database support. This is primarily shared web hosting and the sharing of resources by several users at the same time. This service includes, for example, various versions of NoLimit web hosting, NoLimit Extra, as well as Miniweb, and, where applicable, various specialised CMS hosting solutions),
Mail hosting is the provision of a service for operating mailboxes for the relevant second-level or third-level domain. Mail hosting can be ordered entirely separately or as part of any of the services listed here.
The WEDOS WMS service (Webhosting Managed Server) is a special form of web hosting which is not shared web hosting but web hosting with dedicated parameters for each customer. Mail hosting may be part of the service.
The WEDOS WebSite service is a service that includes a limited version of web hosting (with restricted parameters) together with the rental of an online website editor used for the simple creation, editing and management of straightforward websites. The website editor contains various ready-made templates, blocks and components that Customers can use to build their own websites.
The WEDOS Global service is a set of services using so-called anycast technology, in which the individual partial services are deployed repeatedly around the world in a varying number of copies. The service is highly dynamic and the geographical distribution of the service may vary considerably and change dynamically over time. The service comprises individual partial services based on anycast technology. These include, for example, DNS, traffic filtering, IDS/IPS protection, DDoS protection, proxy servers, CDN and VPN. The scope of these services may be changed dynamically over time in accordance with the Provider’s current offering. The Customer may choose only the specific services in which they are interested.
The WEDOS MicroServices service is the rental of services based on Kubernetes or a similar service. It is primarily the rental of various services in accordance with the Provider’s current offering. The scope of these services may be changed dynamically over time in accordance with the Provider’s current offering. The Customer may choose only the specific services in which they are interested.
Virtual servers means the rental of virtual servers. Virtual servers means the operation of a server in a virtualisation environment, where part of the Provider’s server is dedicated to running the Customer’s virtual server.
Dedicated servers means the rental of a physical – dedicated (reserved) server for a specific Customer.
The WEDOS Cloud service is a cloud service that includes the rental of a set of virtual servers that are managed by the Customer and dedicated to running the Customer’s services. The Customer is able to create their own virtual environment, including virtual servers, virtual networks, their own virtual data centres and combinations thereof.
The WEDOS Disk service is the rental of disk space on the Provider’s servers for the private storage of files, in particular backups.
The WEDOS CD service is the rental of a complex of services based on NextCloud technology and possibly other related or similar technologies. The solution makes it possible to provide space for the private storage of files, including a comprehensive office suite and office solutions that can be used as a complete backup environment.
The contractual relationship continues even after the Customer moves their applications, websites and other data to another provider and stops using the Provider’s services. In such a case, the Customer must duly terminate the service by completing the termination form on the customer centre website or by completing the contact form, and is obliged to authorise themselves properly.
Access credentials (login names and passwords) are sent, upon setup of the service, to the Customer’s e-mail address specified in the subscriber details for the service. If the password is forgotten, it cannot be re-sent to the Customer, because for security reasons the Provider does not keep it in its databases. In such a case, the Customer must set a new password on the Customer Centre website or by sending an authorised request via the contact form.
The Provider declares that it complies with all necessary legal regulations for the operation of the offered services. The Provider declares that it is regularly inspected by the relevant state administration authorities. The Provider declares that regular audits of various kinds are carried out (for example security, ISO and financial audits).

Web hosting

Web hosting includes the operation of websites for a second-level or third-level domain on the Provider’s server. The Customer is allocated space on the web server on which they can place their websites. The server runs on the Linux operating system, and various technologies can be used – for example PHP, depending on the selected service or its variant. The size of the allocated space varies depending on the variant chosen by the customer.
Web hosting may, depending on the chosen variant of the service, also include the operation of e-mail services (mail hosting) for the relevant domain.
Web hosting, depending on the chosen variant of the service, may also include the option to order one or more databases. Their number and type are not limited; however, the total occupied space is limited. The parameters may differ between the various variants of the service in accordance with the current service offering listed on the Provider’s website.
Web hosting services are operated on shared servers, i.e. servers that also host services for several customers at the same time. Availability and speed of the services may therefore deteriorate due to higher load on the server caused by other customers. The Provider does not guarantee the speed of the web hosting services in any way. If the customer has higher requirements, it is recommended to switch to another variant of hosting services (WMS, WEDOS Cloud, Microservices, virtual or dedicated servers).
The space for websites is unlimited with some variants. In such a case, however, it may be used only to store data that is not in conflict with the „Exclusion from operation“ chapter of the general terms and conditions. If the Customer purchases a hosting variant with unlimited space, only files that are necessary for operating the website and presenting data, and to which a link points from that website, may be stored within that website.
Web hosting does not serve as backup or dump storage but only for operating public web presentations; for backups the Provider offers other services (for example WEDOS CD or WEDOS Disk). The entire website must be placed and operated from the Provider’s servers; web hosting cannot be used, for example, merely as a repository for files to be downloaded. Files whose placement in the website space is, in the Provider’s opinion, not justified may be deleted by the Provider.
If the limit of occupied space for databases is exceeded, the Customer is called upon by the Provider to remedy the situation. The Customer is obliged to reduce the size of the occupied space or to agree with the Provider on the terms for increasing this space. If the Customer continues to exceed the permitted limits, the Provider is entitled to suspend the service.
The Provider reserves the right to operate only such versions of technologies (PHP, MySQL, etc.) that it considers safe and that do not significantly affect the operation of other customers. If a certain version can no longer be operated safely, the Provider reserves the right to discontinue its further provision. If the Provider offers older versions of technologies for which security and maintenance updates are no longer released, the Customer is obliged to modify their scripts so that security holes cannot be exploited or the operation of other customers restricted.
The Provider reserves the right to restrict certain functions of technologies (PHP, MySQL, etc.) in such a way that security cannot be compromised or the operation of services for other customers significantly affected. It may deploy such a restriction at its discretion whenever strictly necessary, but must subsequently contact the customer by e-mail within 24 hours. The customer will find all restrictions and the current state of the technology configuration on the Provider’s website.
The Provider reserves the right to offer new versions of technologies (PHP, MySQL, etc.) only when it deems it appropriate for security and operational reasons and after the new version has undergone sufficient testing by the Provider.

Hosting WP

Hosting WP includes the operation of the WordPress content management system for a second-level or third-level domain on the Provider’s server. The Customer is allocated space on a web server with WordPress preinstalled. The server runs on the Linux operating system with LiteSpeed technology. The size of the allocated space may vary depending on the selected variant of the service.
Hosting WP may, depending on the chosen variant of the service, also include the operation of e-mail services (mail hosting) for the relevant domain.
Hosting WP always includes exactly one database, regardless of the variant of the service.
Hosting WP services are operated on shared servers, i.e. servers that also host services for several customers at the same time. Availability and speed of the services may therefore deteriorate due to higher load on the server caused by other customers. The Provider does not guarantee the speed of the web hosting services in any way. If the customer has higher requirements, it is recommended to switch to another variant of hosting services (WMS, virtual or dedicated server).
The space for websites is unlimited with some variants. In such a case, however, it may be used only to store data that is not in conflict with the „Exclusion from operation“ chapter of the general terms and conditions. If the Customer purchases a hosting variant with unlimited space, only files that are necessary for operating the website and presenting data, and to which a link points from that website, may be stored within that website.
Hosting WP does not serve as backup or dump storage but only for operating public web presentations; for backups the Provider offers other services (for example WEDOS Disk). The entire website must be placed and operated from the Provider’s servers; Hosting WP cannot be used, for example, merely as a repository for files to be downloaded. Files whose placement in the website space is, in the Provider’s opinion, not justified may be deleted by the Provider.
If the limit of occupied space for databases is exceeded, the Customer is called upon by the Provider to remedy the situation. The Customer is obliged to reduce the size of the occupied space or to agree with the Provider on the terms for increasing this space. If the Customer continues to exceed the permitted limits, the Provider is entitled to suspend the service.
The Provider reserves the right to operate only such versions of technologies (PHP, MySQL, etc.) that it considers safe and that do not significantly affect the operation of other customers. If a certain version can no longer be operated safely, the Provider reserves the right to discontinue its further provision. If the Provider offers older versions of technologies for which security and maintenance updates are no longer released, the Customer is obliged to modify their scripts so that security holes cannot be exploited or the operation of other customers restricted.
The Provider reserves the right to restrict certain functions of technologies (PHP, MySQL, etc.) in such a way that security cannot be compromised or the operation of services for other customers significantly affected. It may deploy such a restriction at its discretion whenever strictly necessary, but must subsequently contact the customer by e-mail within 24 hours. The customer will find all restrictions and the current state of the technology configuration on the Provider’s website.
The Provider reserves the right to offer new versions of technologies (PHP, MySQL, etc.) only when it deems it appropriate for security and operational reasons and after the new version has undergone sufficient testing by the Provider.

Mail hosting

The web hosting terms set out above apply mutatis mutandis to the mail hosting service as well. Mail hosting is a service that includes the operation of a mail server and mailboxes for the Customer’s selected domain. The Customer is allocated space on the e-mail server, on which the Customer can create individual e-mail mailboxes and access them via a web interface, or via the POP and IMAP protocols, and can also send e-mails via the SMTP protocol.
The number of e-mail mailboxes is not limited (with most variants of the services) (or is limited with selected variants); however, the total space occupied by e-mails is limited in accordance with the selected variant of the service.
Mail hosting can be offered and activated separately, but also as part of other hosting or cloud services, or as an add-on service to hosting and cloud services.
The Provider points out that the receipt of e-mails intended for the Customer, or of e-mails sent by the Customer to third parties, is by the nature of the service not guaranteed in any way. Neither delivery nor the speed of delivery can be guaranteed. The Provider will do its utmost to deliver or receive the Customer’s mail messages.
If the limit of occupied space for e-mail services is exceeded, the Customer is not allowed to receive further e-mail messages (messages are rejected by the e-mail server).
The Provider bears no responsibility for the chosen name for part or the whole of an e-mail address, whether with respect to ownership rights, breaches of law, breaches of good morals, or reduced deliverability of e-mail messages due to incompatibilities, errors and filters.

WMS (Webhosting Managed Server)

The WEDOS WMS service includes dedicated performance (depending on the variant chosen in the order) for an unlimited number of separate websites and databases. This is under our management and administration.
The WMS service is designed as an interface for managing separate web hosting instances, to which the Customer themselves allocates hardware resources (server performance) as they see fit. If needed, they can individually configure PHP settings (script run time or number of processes, etc.) and the web server for each instance. SFTP is also available for simplified management, and the Provider is preparing SSH access for the future.
The service is based on Kubernetes technology and the offering may vary depending on the variants currently offered.

WebSite

The WEDOS WebSite service is a simple Drag & Drop editor used for creating straightforward websites and their subsequent editing in the future. It is the rental of an editor as a service. It is not the sale or rental of software or the like.
The service includes the rental of ready-made templates, blocks and components.
The Provider is not responsible for any errors in the editor. The editor’s functionality may be temporarily taken out of operation without this affecting the functionality of the Customer’s website. An outage or malfunction of the editor is not counted towards the availability guarantee under this agreement and no compensation is due for it.
The service also includes web hosting for the given website and, with selected variants, the operation of e-mail mailboxes with a custom domain. The offering of variants follows the current price list.
The Customer understands that all data may be distributed via a so-called CDN and that individual components of the pages (for example images, CSS styles) may be distributed to the internet from a single central URL for all websites operated on the WebSite service.
The Customer is fully responsible for the content of the websites created, including texts, multimedia and scripts, particularly with regard to the rights of third parties. By publishing the website and placing files, texts and scripts on the Provider’s servers, the Customer undertakes that they have any necessary consent of third parties to the extent to which these are used on the created website.
If the Customer uses technologies subject to the GDPR on the website (user tracking, collection of personal data, etc.), they are obliged to proceed in accordance with the GDPR.

WEDOS Global

The WEDOS Global service comprises a set of various services that are based on and operated on anycast technology. These include, for example, the following services: DDoS protection, IPS/IDS protection, anycast DNS, anycast reverse proxy, anycast caching server, anycast CDN, anycast VPN.
The service is operated in so-called POPs, which are individual, independent functional points deployed in various parts of the world entirely at the Provider’s discretion and according to its operational and functional needs and requirements.
The offering of the individual services included under WEDOS Global may be changed in the future by offering new services or, conversely, by removing certain services from the offering. The current offering is described on the Provider’s website.
Given the technology used, there is the possibility of different usage and individual configuration of parameters in individual geographical locations. The configuration is carried out by the Provider, and in exceptional cases by the Customer, where the service allows it and the configuration option is available in the customer administration.
If the Customer’s data is stored (even temporarily) in a specific country of the world where a POP (a certain functional part of the WEDOS Global service) is located, the Customer is obliged to observe local laws.
In the event of large-scale cyberattacks via a specific POP, the Provider is entitled to take that POP out of operation for the strictly necessary period.
Services that may serve to conceal identity (Anycast VPN, etc.) must not be used by the customer in conflict with the laws of the country in which the POP is located.

WEDOS MicroServices

This is the rental of services based on Kubernetes or a similar service. It is primarily the rental of services in accordance with the Provider’s current offering.
The Provider is responsible for the operation of the virtualisation platform (containers) and the entire environment, but is not responsible for the operation of the individual services, in particular due to software errors or malfunctions.
The Customer is responsible for the setup of the selected services, for their configuration and for the operation of the software resources themselves. These are standalone applications and the Provider has no access to the parameter settings of the Customer’s individual services.
The Provider is not responsible for the up-to-dateness of the versions of the offered applications, or for their security.
The Provider reserves the right to offer new versions of an application only when it deems it appropriate for security and operational reasons and after the new version has undergone sufficient testing by the Provider.
The Provider reserves the right to determine the minimum parameters for running an application.
The Provider reserves the right to remove an application from the offering and to terminate or suspend its operation if it poses security risks, overloads the servers or other hardware resources, or otherwise interferes with the normal operation of the WEDOS MicroServices service. In this case, the customer is entitled to a refund of the proportional amount.

Virtual servers

The virtual server operation service includes only the operation of the relevant virtual (virtualised) hardware and the provision of connectivity to the Internet. This service does not include the operation of any software or any other services. The Customer installs and configures the software on the server themselves, or the Provider does so for a fee in accordance with the current price list.
The Provider is responsible for the functionality of the virtual servers on the hardware side. In the event of a malfunction, it is obliged to replace the faulty hardware component or the entire device within 4 hours of localising the problem. As an add-on service in accordance with the current price list, this time can be shortened. If the Provider does not remedy the HW malfunction within the agreed time, the Customer is entitled to 1 month of the service free of charge. Localising the malfunction means determining the exact cause of the problem by a Provider’s technician.
The Provider is not responsible for the functionality of the software on the virtual server and its correct configuration (with the exception of the software that directly provides the virtualisation of the virtual server’s hardware). The operating system on the server and all other software components and data are managed by the Customer, or by the Provider for a fee in accordance with the current price list.
The Provider does not monitor the functionality of the virtual server (with the exception of the virtualisation environment itself and the physical hardware). The Customer is obliged to arrange any monitoring of functionality, status and availability themselves. Likewise, it is up to the Customer to detect any hardware malfunction and report it to the Provider.
The Customer is allocated 1 fixed public IP address for each virtual server, or additional addresses for a fee in accordance with the current price list, which they can use on the server.
The Customer is prohibited from using other IP addresses that were not allocated to them by the Provider, or from otherwise attempting to disrupt or overload network communication or the Provider’s network itself. In the event of the unauthorised use of an IP address, the Provider is entitled to immediately disconnect the server from the network.
Virtual servers are operated on shared servers, i.e. servers that also host services for several customers at the same time. Availability and speed of the services may therefore deteriorate due to higher load on the server caused by other customers. The Provider does not guarantee the speed of the services in any way. If the Customer has higher requirements, it is recommended to switch to dedicated servers.
The disk space of a virtual server also includes the space occupied by the operating system itself and by other software installed on the server.
The Customer is obliged to configure their virtual server so that, upon a planned or unplanned restart, all the necessary applications and services on the server start correctly. The Provider is not responsible for any problems or damage caused by the faulty startup of applications or services or by faulty configuration on the Customer’s server.

Dedicated servers

The terms set out above for virtual servers apply mutatis mutandis to the operation of dedicated servers.
The Provider will provide only the original firmware supplied to it for the specific server model by the manufacturer or an authorised distributor.

WEDOS Cloud

WEDOS Cloud is a professional service based on the IaaS (Infrastructure as a Service) model. It is aimed at demanding users looking for the best foundation for their own cloud data centre. The terms applicable to virtual servers apply mutatis mutandis to the WEDOS Cloud service. .
The WEDOS Cloud service includes only the operation of the relevant virtual or physical hardware and the provision of connectivity to the Internet. This service does not include the operation of any software or any other services. The Customer installs and configures the software on the server themselves, or the Provider does so for a fee in accordance with the current price list.
The WEDOS Cloud service makes it possible to create an “unlimited” number of virtual servers (hereinafter VM or VMs) within a single service, as well as resizing – virtual servers with the option to change the CPU and RAM configuration, whereby the Customer can increase or decrease it at any time (a VM restart is required), disk resizing in most cases, distribution of the purchased capacities (RAM, CPU, HDD) among the individual VMs according to the customer’s needs with the option of dynamic changes according to the customer’s needs, division of the CPU into virtual CPUs on the individual VMs, and the option to purchase up to hundreds (or thousands) of CPU threads for a single service. A detailed current offering is available on the Provider’s website.
The Customer can combine WEDOS Public Cloud with their existing Private cloud.
An API is provided with the service.

WEDOS CD

is the rental of a complex of services based on NextCloud technology and possibly other related or similar technologies. The solution makes it possible to provide space for the private storage of files, including a comprehensive office suite and office solutions that can be used as a complete backup environment.
The Provider is responsible for the operation of the WEDOS CD service, and only for the operation of the hardware and the connection to the internet. The Provider is responsible only for the functionality of the basic Nextcloud software and for the ability to log in to the basic interface.
The Customer can use various applications. The offering of these applications may vary and change over time. The Provider is not responsible for the incorrect configuration of individual applications or for errors in the individual applications that the service offers.

WEDOS Disk

The WEDOS Disk service includes the rental of disk space on the Provider’s servers for the private storage of files. The disk space is made accessible via several protocols for sharing and working with files; details are given in the current service specification on the Provider’s website.
The disk space is intended solely for the Customer’s own use. It must not be used for the public storage, sharing or downloading of files. In particular, the Customer is prohibited from publicly disclosing the access credentials to the space or links to files in this disk space.
The WEDOS Disk service does not include any scripting or programming technologies. It is merely the static placement of files in the rented disk space.
The disk space has a fixed size and a fixed maximum number of stored files depending on the selected variant of the service. This space and file count include everything the Customer places in the disk space, including any additional data and files necessary for operating the service. If the total space or the maximum number of files is used up, the Customer is not allowed to upload further files.
The WEDOS Disk service is operated on shared servers and disk arrays, i.e. those that also host services for several customers at the same time. Availability and speed of the services may therefore deteriorate due to higher load on the server or disk arrays caused by other customers. The Provider does not guarantee the speed of these services in any way.
The Provider offers only general information and instructions on how to connect the disk space to the client’s computer. The configuration of the client side and the resolution of any connection difficulties not caused by the Provider are entirely the Customer’s responsibility.
With some hosting services, the WEDOS Disk service is provided free of charge. When the relevant hosting service is suspended or cancelled, the corresponding WEDOS Disk service is also suspended or cancelled (including the possible complete deletion of the data in the disk space without the possibility of its subsequent recovery).

Sending e-mail messages

The Web hosting, WMS and Mail hosting services must not be used for the bulk sending of any e-mail messages, regardless of whether or not they are solicited (not even solicited newsletters and the like may be sent).
When using the Provider’s other hosting services (VPS, Dedicated server, etc.) for the bulk sending of messages, the following conditions must be observed:
– the messages must be solicited, i.e. the recipients must be aware that they have subscribed to receive these messages.
– the messages must be sent in a non-intrusive quantity.
– the messages must be sent in batches that do not cause excessive load on the infrastructure.
– the message must state the procedure for unsubscribing, and the sender must accept and respect unsubscribe requests.
– all e-mail addresses to which an e-mail message is sent must be obtained, stored and administered with consent complying with the GDPR.
– all sent e-mail messages must be fully compliant with the GDPR.
Upon request, the Customer is obliged to provide the Provider with information regarding the bulk sending carried out:
– how the recipients’ e-mail addresses are obtained and how consent to sending is obtained.
– what messages are being sent.
– how often the messages are sent.
– in what quantity they are sent (total count, sending speed).
– any further information as required by the Provider.
If the Customer sends e-mail messages in breach of these rules or fails to provide the Provider with the required information, the Provider is entitled to block the Customer’s sending of e-mail messages. If the Provider has a justified suspicion of unauthorised bulk mail sending by the Customer (messages of a spam nature), the Provider has the right to immediately suspend the Customer’s services and cancel them without compensation.
From the Web hosting, WMS and Mail hosting services, no more than the number of e-mail messages per day set as the limit of the given service may be sent. Sending is governed by the following conditions: – if the limit is exceeded, sending is refused and the messages are discarded – the sending limits via the SMTP protocol and the PHP mail() function of the Web hosting and WMS services are counted separately – the limits are reset at 0:00 CEST.
The individual sending restrictions can be increased for the Customer by agreement with the Provider. The assessment of the legitimacy of this request is entirely within the Provider’s competence.
The Provider is not liable for any damage caused by the impossibility of sending e-mail messages after the set limits have been exceeded.
If the Customer sends e-mail messages in breach of these rules or fails to provide the Provider with the required information, the Provider is entitled to completely block the Customer’s sending of e-mail messages.

Customer support

Customer support may be provided for the services to the extent depending on the selected variant of the service, or depending on the variant of the form (and scope) of the purchased support. For some services, customer support is not provided at all, not even for an additional fee.
Customer support, depending on the chosen variant, may be provided for example via tickets, chat, telephone, e-mail communication, or by using the contact form on the Provider’s website, or in another suitable manner agreed between the Provider and the Customer.
Support is provided at the time and for the duration stated on the Provider’s website in the description of the relevant service or the form (and scope) of paid support that the Customer selects and pays for. Outside this time, only technical supervision and the resolution of service malfunctions is provided.
In the event of a malfunction or technical problem on the Provider’s side, technicians intervene immediately at any time, day or night (no later than 10 minutes after the problem is detected). Any interventions are carried out in the order determined by the Provider at its own discretion, in particular with regard to the number of affected customers.
Requests beyond basic customer support (non-standard technical or commercial tasks, technical or programming intervention) are not carried out by support staff and are not handled on the spot – such requests are passed on to technicians or sales staff and are usually handled within 1 working day, but this is not guaranteed in any way and some requests may take longer. The paid technical support service is provided only in the case of free and available human capacity, subject to prior agreement and for a previously agreed fee.
The scope of the customer support provided for the individual services is always specified in its current form on the Provider’s website.
The response time of customer support replies is not guaranteed in any way, except in cases of paid guaranteed customer support. The Provider offers customers various variants of guaranteed customer support, i.e. variants in which the Customer can pay extra for a guaranteed response speed. If the Provider fails to meet the relevant response time, the customer is entitled to a discount on the monthly fee for this add-on service. This offer of guaranteed customer support, with a precisely guaranteed response time, is listed in its current form on the Provider’s website.
The Provider reserves the right to choose a suitable member of staff for the communication if the query or request better corresponds to that staff member’s job role or if the original staff member is not available.
Any support provided beyond the scope of the Provider’s services is considered merely a recommended procedure, with no guarantee that the problem will be solved. The Customer should also consider the proposed procedure with regard to the software, the versions of technologies and scripts used, and take into account circumstances that the recommended procedure may not have covered, especially where the recommended procedure involves a process of modifying and deleting data. Before applying such a procedure, the Customer is obliged to back up their data to the necessary extent.

Logging of customer requests

All customer requests related to an order are recorded and logged in detail.
The Provider logs (records and registers) in detail all requests for the setup, change of settings or cancellation of services. The Provider logs not only requests from the customer, but also all steps related to the setup of services, changes to service settings, and possibly also related to the cancellation of services.
The Provider logs not only requests and changes in the Customer Administration, but in all interfaces related to the operation of all services, in particular cloud services, which are logged in separate administrations (for example cd.wedos.com or openebula.wedos.cloud).
The logs of customer requests are mostly not accessible to Customers, but are available only to the Provider for internal needs or for the needs of diagnostics and problem resolution.
The Provider retains all this data for the necessary period, at least 48 hours and at most in accordance with the relevant legal regulations, in particular in accordance with the GDPR, depending on the type and nature of the logged records.

Logging of traffic

The operation of the hosting and cloud services is logged in accordance with legal regulations.
The Provider collects and retains various logs, which it further analyses, and the Customer agrees to this.
The Provider also collects data on network traffic in the form of so-called netflow, whereby a sample of the network traffic is retained and further used for various security analyses and traffic analyses.

Time synchronisation

The Provider uses time synchronisation based on the NTP protocol on all devices and servers.
The time zone used is currently Central European Time (CET) – UTC +1 or UTC +2 (in the case of daylight saving time). With some services, the customer is entitled to change the setting according to their own needs and discretion.
The Provider bears no responsibility for any errors related to the incorrect setting of the date and time on its devices or errors related to the incorrect setting of the date and time in the Customer’s applications.

Billing and payments

The operation of hosting services is paid for by way of a subscription in accordance with the current price list published on the Provider’s website. The choice of subscription length varies for the individual services, but most often it is a monthly or annual subscription.
After the service is ordered, the Provider issues the Customer a proforma invoice for the first subscription period. Only after this proforma invoice has been paid does the Provider set up the ordered service for the Customer.
The Provider issues the Customer a proforma invoice (a call for payment) for the next period at least 10 days before the prepaid period expires, unless the client has set otherwise via the client administration.
The rules for billing hosting services set out above apply mutatis mutandis to the billing of cloud services. With some selected services, in particular cloud services, payment can be made by way of subsequent payment.
Selected services (for example WEDOS Cloud, WEDOS Microservices) can be paid for by way of short-term rental, which can be paid for over a period other than a month or a year, most often by way of an hourly or daily subscription.

Changes to the service variant

Through the Customer Centre, the Customer can request a switch to a different variant of a specific service, or a change to certain parameters of the service (in accordance with the Provider’s current offering). Changes to the settings are made in the settings of the relevant service.
If the settings of a certain service cannot be changed via the Customer Administration, the Customer can request the changes via the contact form on the Provider’s website. The Customer can request a switch to a different variant of this service, an expansion of the data space, or the setup or cancellation of another add-on service. In this request, the Customer must prove their identity with their login credentials for the WEDOS customer account. In the request, the Customer states the date on which they wish the change to be made.
If it is a switch to a higher variant of the service or the setup of an add-on service, the Provider issues the Customer an invoice for the difference in amount, which pays for the expansion of the service until the end of the current subscription period. The next proforma invoice will include the expanded service for the entire next subscription period.
If it is a switch to a lower variant of the service or the cancellation of an add-on service, the Provider does not refund the Customer the difference from the amount paid for the current subscription period. The price for the service will be reduced only on the proforma invoice for the next subscription period.
Upon termination of the operation of the service, the amount for the unused part of the prepaid period is not refunded to the Customer.

Data backup and recovery

The Customer is obliged to back up all of their data themselves, in a manner they deem appropriate, and is obliged to perform the backup also to locations outside the Provider’s hardware resources. The Customer is further obliged to check the state of the backups, in particular whether they are being made, are complete, functional and can be used for full recovery.
The frequency of the backups performed and their location are determined by the customer themselves, and the customer bears full responsibility for performing these own backups.
Recovery from backups made by the Customer is carried out by the Customer themselves, using their own resources and at their own expense.
For the individual services, the Provider uses various (in particular hardware) means of data protection (for example various versions of RAID or data cloning) to prevent data loss. A description of the data protection methods used is given for the individual services; if this is not the case for a certain service, it is assumed that RAID6 or its equivalent is used. The Provider acknowledges that the data protection used does not rule out the damage or complete loss of the Customer’s data, and it is therefore necessary for the Customer to perform their own backups.
The Provider handles data backup and recovery differently for the individual services. A detailed description and the scope of data backup is given in the description of the individual services, and the scope may be changed if the service offering changes.
The Provider points out that some services (for example dedicated servers or trial versions of services) are not backed up at all.
The Provider points out that some variants of services may be backed up in a different way than another variant of the same service. Everything is always stated on the product page of the relevant service in its specification.
A description of any data recovery process is described separately for each service, and if this is not the case, these terms apply mutatis mutandis. Any data recovery takes place gradually using the tools that the Provider has available. Given the volume of data, recovery of data from a backup may, in some cases, take several days or even longer.
The backups performed by the Provider serve to recover data in the event of a failure of the server on which the services are operated. The backups performed by the Provider do not serve to recover data caused by the Customer themselves or by an error in their software, or due to data loss caused, for example, by poor security of the Customer’s applications. If the customer requests data recovery from a backup in a case where the data loss was not caused by the Provider or by a failure of its technology, such recovery may not be available or the Provider may refuse to provide it to the Customer for operational reasons, or such recovery is charged for in accordance with the current price list.
The Customer understands that, where data is backed up, the backups serve primarily for the Provider’s needs and for the event of necessary recovery in the case of a disaster.
The Customer understands that the data backups performed by the Provider may be incomplete or damaged and, despite the utmost care on the Provider’s part, may not be in a functional state. The content and integrity of the data on the servers is unknown to the Provider, and so the Provider is not able to verify in any way the integrity of the data or whether the content of the live (in particular virtual, dedicated) server corresponds to the data backups that we have available.
The Provider has no ability to verify the content of the backups, and so the up-to-dateness of the data within a backup cannot be verified.
The Provider backs up data as physical images of the operating system and not as specific data. The Provider therefore backs up a single file – an image, which then, for example, has a creation date identical to the creation date of the virtual server, and the size of this image is identical to the size of the purchased variant of the service. The Provider has no access to the content of the data stored inside the image.
The Customer is obliged to back up all of their data. The scope and frequency of the backups are at the customer’s discretion.
Web hosting data is most often backed up once a week, or otherwise depending on the specific variant of the relevant service, with the details always given in the description of the properties of the individual services on the WEDOS website.
The Provider may perform weekly backups of virtual servers, but only for the purpose of recovery in the event of a technical fault or malfunction on the Provider’s side. The Customer is obliged to perform routine backups of software and data themselves, using their own resources. The Provider does not perform backups of dedicated servers.
Data in the disk space or database data is not backed up by the Provider, unless agreed otherwise or unless stated otherwise for the selected service. The Provider emphasises and repeats that the Customer is obliged to perform data backups themselves, using their own resources.

Security – data protection

In the case of cloud services, the Provider, as part of the agreement, determines the relevant information security measures that the cloud services Provider implements, in order to avoid misunderstandings between the cloud services Provider and the cloud services Customer.
The relevant information security measures that the cloud services provider implements may vary depending on the type of cloud services used by the cloud services Customer.
Unless stated otherwise (for the selected service), customer data is not encrypted in any way on the Provider’s servers.
The Customer is entitled to secure their data in a manner they deem appropriate and is, for example, also entitled to encrypt it themselves.
The Provider strives for sufficient data security and devotes sufficient attention and care to data security.
The Customer understands that, given the nature of operation on the Internet, there are reasonable risks of loss, damage or theft of their data stored on the Provider’s server.
The Customer is obliged to protect all data themselves as well, in a reasonable manner with regard to the value and nature of their data.

Operational security

The Provider devotes sufficient and reasonable attention to operational security. As part of this, the Provider operates various kinds of protection, the scope of which changes over time, and likewise the protection of the individual services differs.
The Provider operates, for example, an antivirus solution for selected mail servers.
The Provider also devotes attention to protection against DDoS attacks, where it operates its own DDoS protection.
The Provider operates its own IPS/IDS protection.
The Provider has internal methodologies for data protection and server security, including rules for the access (permissions) of individual staff within the building, network, servers, services, etc.

Monitoring of services and service availability

The Provider monitors the availability and functionality of the hosting and cloud services.
The Customer understands that the monitoring of services and availability serves primarily the Provider.
The data obtained from the monitoring service is subsequently analysed.

Service availability guarantee, malfunctions and outages

The Provider guarantees the availability and functionality of the hosting and cloud services to the extent stated in this agreement, or for the individual services, or on the basis of an individual agreement.
If a service is unavailable due to a malfunction for more than 1 hour in a calendar month, the Customer is entitled to compensation in the form of a 1% discount for each additional commenced hour of unavailability, but at most an amount corresponding to the monthly fee for operating the service. This discount is provided in the first month of the following subscription period that has not yet been paid by the Customer, or by providing a corresponding number of days free of charge.
The period of unavailability of the system during planned outages is not counted towards the period of unavailability for which the Customer is entitled to compensation under the previous paragraph.
If only part of the service is unavailable while other parts of the service are functioning, the compensation is reduced proportionally.
The Provider is not responsible for the unavailability of services caused by third parties, for example the setting of incorrect routing on the Internet or the failure of certain superordinate third-party systems (for example networks, DNS).
If the unavailability of a service occurs as described in the previous paragraph, the Customer is not entitled to any compensation (for example a discount on the services provided or, for example, a month free of charge).
The Customer is obliged to build and operate their services in such a way that any technical problem at the Provider or a third party does not affect the availability of the Customer’s service.

Compensation for damage

In the event of technical outages of services of a similar nature, such as data and telecommunications services, claims for compensation for the damage caused are limited and are possible only if something else is agreed between the contracting parties (beyond the scope of the law or these contractual terms).
If no individual agreement is concluded between the Customer and the Provider, the Customer is not entitled to compensation for any damage caused that was caused by the damage or loss of data.
The Customer further understands that, with reference to Section 64(11) and (12) of Act No. 127/2005 Coll., on Electronic Communications and on the Amendment of Certain Related Acts (the Electronic Communications Act), „an entrepreneur providing a service is not obliged to compensate service users for damage arising to them as a result of an interruption of the service“, or, respectively, subsection (12): „An entrepreneur providing an electronic communications service is not obliged to compensate its users for damage arising to them as a result of an interruption of the service or the defective provision of the service“.
Given the nature of the services offered, the contracting parties have agreed that the Provider is not responsible for the loss of data, in particular with regard to the fact that the Provider has no ability to assess what loss occurred, to what extent, and the loss of which data occurred.
The Customer is obliged to prevent data loss by all available means (for example security measures, the use of current versions of SW, regular backups).

Individual SLA (Service Level Agreement)

For selected services, the Customer can arrange an individual SLA.
The subject of an SLA (the agreed service levels) are special guaranteed parameters of monthly availability, the maximum duration of a service malfunction, or those relating to the damage or loss of data. The subject of an individual SLA on the Provider’s side is the commitment to pay for this guarantee of the quality of the services provided a price agreed in the individual SLA agreement.
All individual agreements regarding an SLA must be concluded in writing and can be applied only prospectively.

Duration of the agreement and its termination

The contract for the provision of paid services is concluded for a fixed term, unless agreed otherwise by the contracting parties. The duration of the Contract is determined by a written agreement of the contracting parties or automatically by the Customer’s choice of the length of the billing period when ordering the service, in which case the duration of the Contract is automatically agreed for a period equal to the length of one billing cycle. The Contract, in its current wording, is renewed each time with a new billing period of this already existing service.
Customers are provided with a money-back guarantee for selected services, for a period of 7 or 180 days. Details and conditions are stated on the Provider’s website.