1 September 2021

Fair Use Policy

To prevent excessive use and inconvenience to other users, we use a Fair Use Policy. This allows us to continue 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 so that in practice you 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 purposes other than hosting a WordPress website;
  • Share your hosting account publicly with others;
  • Putting 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 the use of additional 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 to visitors, but there will be limited possibilities for modifying or exporting 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. In order to offer NVMe storage with all our packages, there are a number of guidelines for use:

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 permitted. 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 extra 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 move your account to SSD storage.

2. Bandwidth monitoring

At Surver, we offer this completely without restrictions. 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.
Of course, it is always possible that a plugin or script crashes, causing a spike in the working memory or CPU of the account. This is no problem at all, as our monitoring only measures structural usage. If 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. If a database is larger than 2GB or if it uses a large part of the resources, this will affect the performance of the server and websites on that server will become slower.

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

5. E-mail monitoring

In the field of e-mail 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 the 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 impact on the creation of backups and we cannot offer a higher backup frequency.
5.3. Sending too many e-mails
You can send up to 100 mails per hour via your account. Above that, we refer you to our transactional mail solutions.
5.4. High bounce rate
A bounce is an e-mail 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 holes, it can still happen that unauthorised access is gained to a WordPress installation because, for example, unsafe and not updated plugins are used.

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 inform you immediately. For the Managed packages, we will first remove the malware, completely free of charge. Afterwards, we will also preventively secure the website to prevent a new hack. If you have a hosting-only account, we will find a solution together. We will assist you fully in this process and also offer the option of having malware professionally cleaned up by us.

Questions or special requests

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

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