Fair Use Policy

September 1, 2020

To prevent excessive use and inconvenience to other users, we use a Fair Use Policy. This allows us to provide a constant quality of service to our customers in all situations. We use various tools to monitor all activities on our platform so that irregularities can be quickly detected.
Our limits are very generous, which means that in practice you will never run short of money. In a small number of other cases, our services are regularly abused, either consciously or unconsciously. For these cases we will look for the best solution together.

What is not allowed

We at Surver like to give you all the tools and possibilities to get the best out of our services and your website. Our policy is therefore much more flexible and generous than other hosting companies. However, there are some things that are not allowed:
  • Making backups using a WordPress plugin or other tool, as we make backups of your account several times a day;
  • Using the storage space of your hosting account for other purposes than hosting a WordPress website;
  • Share your hosting account publicly with others;
  • Posting copyrighted content on your hosting account;
  • Using your hosting account for file storage or file sharing;
  • Using your hosting account for streaming;
  • Using inefficient or heavy code that demands unreasonable resources from the server;
  • Casino of Adult websites or content.

We will never block, terminate or delete your account or bill you for using extra resources without any warning. When your account does not meet our FUP and/or when you cause inconvenience to other users, we will first contact you to find a suitable solution.

If major damage is done to third parties, for example by phishing scripts or sending large volumes of SPAM, we will take immediate action. In almost all cases your website will remain accessible for visitors, however, there is limited possibility to modify or export files for security reasons.

1. Monitoring NVMe

For the best performance we use NVMe storage, which is the fastest and most advanced type of storage on the market. To be able to offer NVMe storage with all our packages there are a few guidelines to follow:

1.1. Storage to be used for your WordPress installation(s)
Using your account as a backup or any other type of storage location is not allowed. The high performance NVMe storage is intended to provide the highest possible speed, and is not intended to be used as Dropbox.
1.2. No backups in own account
We do not allow you to store backups within your account. We make several backups of your account daily. You can also make additional backups on demand with Installatron. These backups are stored externally and can be requested or restored at any time. We do not allow you to create and save backups outside your account using a plugin or your own tool. This is not only a waste of expensive storage space, but also of the performance of your website.
1.3. More than 20GB of NVMe storage
If you have more than 20GB of files in use, we ask you to delete non-essential files so that your website can continue to run on NVMe. If you have more than 20GB of files in use, we will upgrade your account to SSD storage.

2. Bandwidth monitoring

At Surver, we offer this completely unlimited. However, we do monitor usage.

3. Monitoring CPU

Everything that happens in your hosting package is calculated by a processor, also called Central Processor Unit (CPU). Depending on the package, each website has a certain amount of CPU available. At Surver, we offer all the space you need to use the processor for what it is meant to do; process data.
Of course it can always happen that a plugin or script crashes, causing a spike in the working memory or CPU of the account. This is no problem at all, since our monitoring only measures structural usage. When your website is constantly using 20% of the CPU, action needs to be taken. In this case we will always contact you.

4. Monitoring MySQL

All WordPress websites use at least one database. When a database is larger than 2GB or when it uses a large amount of resources it will affect the performance of the server and websites on that server will slow down.

To have your site work as fast and optimally as possible, we advise you to optimize the database regularly. With our Managed packages we periodically take care of this for you.

5. Email monitoring

In the area of email we also offer a premium solution through SpamExperts. In some cases we will contact you:
5.1. Storage space mailboxes

Unlimited storage does not apply to mailboxes. We will contact you if an individual mailbox takes up more than 5GB of storage, or if your total mail usage exceeds 15GB.

5.2. Large quantities
If there are more than 20.000 mails stored in your mailbox, we will also contact you. Very large quantities of mails have a negative influence on the making of backups and therefore we cannot offer a higher backup frequency.
5.3. Sending too many e-mails
You can send 100 mails per hour through your account. Above that, we refer you to our transactional mail solutions.
5.4. High bounce rate
A bounce is an email that cannot be delivered successfully, which has a negative impact on your domain and the IP reputation of our servers.

6. Monitoring malware

We use the term malware for files or scripts that have been placed on a WordPress website without permission and can lead to abuse. Examples of this are sending SPAM or carrying out attacks or phishing actions.
Despite multiple firewalls and patching known security vulnerabilities, it can still happen that unauthorized access is gained to a WordPress installation by, for example, using unsafe and not updated plugins.

With advanced software we check every website on our platform for unwanted code on a daily basis. If we detect malware on your account, we will notify you immediately. For the Managed packages, we will first remove the malware, completely free of charge. After that, we will also protect the website preventively to prevent a new hack. Do you have a hosting - only account then we will look for a solution together. We will fully assist you in this process and we also offer the possibility to professionally clean up malware.

Questions or special requests

Do you have a question, do you temporarily need more CPU / working memory or are you looking for another solution, please contact us at support@surver.nl. We like to think along with you!

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