To prevent excessive usage and inconvenience to other users, we have a Fair Use Policy. This allows us to continue to provide consistent quality of service to our customers in all situations. Through various tools we monitor all activities on our platform so that irregularities can be quickly detected.
Our limits are set very broadly so that in practice you never actually fall short. 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 opportunities to get the best out of our services and your website. Our policy is therefore much more flexible and broad than other hosting companies. However, some things are not allowed:
- Making backups via a WordPress plugin or other tool, as we make backups of your account several times a day;
- Using your hosting account's storage space for purposes other than hosting a WordPress website;
- Sharing your hosting account publicly with others;
- Put 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 your account, cancel it, delete it, or send you a bill for using extra resources without any form of warning. If your account does not meet our FUP and/or if you cause inconvenience to other users, we will first contact you to find a suitable solution together.
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 remains accessible to visitors, however, there is limited ability to modify or export files for security reasons.
1. Monitoring NVMe
For best performance, we use NVMe storage; the fastest and most advanced type of storage is in the market. In order to provide NVMe storage with all of our packages, there are some guidelines when using it:
1.1. Storage should 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 Dropbox.
1.2. No backups in own account
We do not allow storing backups within your account. We make multiple backups of your account daily. You can also create 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 externally via a plugin or your own tool. This is not only a waste of expensive storage, but also a waste of your website's performance.
1.3. More than 20GB of NVMe storage
If you have more than 20GB of files in use we ask that you delete non-essential files so that your website can continue to run on NVMe. If you have more than 20GB in use then we will transfer your account to SSD storage.
2. Monitoring bandwidth
We offer this at Surver 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 an amount of CPU at its disposal. We at Surver provide all the space you need to use the processor for what it is intended; handling processes.
Of course, it can always happen that a plugin or script crashes, causing a spike in the account's working memory or CPU. This is no problem at all, as our monitoring only measures structural usage. When your website constantly has 20% of CPU in use, action needs to be taken. In this case we will of course always contact you.
4. Monitoring MySQL
All WordPress websites use at least one database. If a database is larger than 2GB or if it uses a large portion of resources then it affects the performance of the server causing websites on that server to slow down.
To keep your site running as quickly and optimally as possible, we advise you to optimize the database regularly. With our Managed packages, we address this periodically for you by default.
5. Monitoring email
In the area of e-mail, we also offer a premium solution through SpamExperts. In some cases we will contact you:
5.1. Mailbox storage space.
Unlimited storage does not apply to mailboxes. We will contact you if an individual mailbox takes up more than 10GB of storage, or if 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 amounts of mails have a negative impact on the creation of backups so we cannot offer a higher backup frequency.
5.3. Sending too many emails
You can send 75 mails per hour through your account. Above that, please refer to our transactional mail solutions.
5.4. High bounce rate
A bounce is an email that cannot be successfully delivered, negatively impacting your domain and the IP reputation of our servers.
6. Monitoring malware
We use the term malware for files or scripts that are placed unwanted on a WordPress website and can lead to abuse. Examples include sending SPAM or performing attacks or phishing actions.
Despite multiple firewalls and patching of known security vulnerabilities, it can still happen that unwanted access is gained to a WordPress installation by using unsafe and not updated plugins, for example.
With advanced software, we check every website on our platform daily for unwanted code. If we detect malware on your account we will notify you immediately. For Managed packages, we will first remove the malware, completely free of charge. After that, we will also prevent the website from being hacked again. If you have a hosting-only account, we will look for a solution together. We fully assist you in this and also offer the possibility of having us professionally clean up malware.
Questions or special requests
If you have a question, temporarily need more CPU/working memory or are looking for another solution, please contact us at support@surver.nl. We are happy to think with you!
