1. Specific Terms and Conditions

1.1. These Service Terms are subject to Hosting Pro Inc.'s Standard Terms, which are incorporated by reference. Unless stated otherwise, this document is governed by the Standard Terms, including their definitions and rules of interpretation.

2. Definitions

2.1. Remote KVM / IPMI: A method allowing the Customer to control Customer Equipment remotely via the Internet, simulating keyboard, mouse, and screen operations as if the user were physically present.

3. Description of Service

3.1. Hosting Pro Inc. will provide the Service as described in the relevant Service Order and these Service Terms.

4. Duration

4.1. Services are provided indefinitely until terminated as per the Standard Terms.

5. Fees

5.1. Fees

• Domain Purchase: One-time payment.
• Domain Renewal: Annual payment from the purchase date.
• Hosting Services: Monthly or annual payment (upon agreement).
• Web Design Services: One-time payment, unless changes or additions are requested.

5.2. Payment Failure

Non-payment by the due date will result in the termination of services, including website data, databases, backups, and related information.

6. Service Feasibility

6.1. Hosting Pro Inc. cannot guarantee Service provision upon order receipt.

6.2. Service provision is subject to technical feasibility confirmation.

6.3. Applicants will be notified post-order if the Service can be provided.

6.4. If clause 6.2 is not met, the Agreement terminates.

7. Hosting Services Generally

7.1. SMTP mail services are included by default.

7.2. Excessive internet traffic may result in additional charges or alternative suggestions.

7.3. Excessive web server processor usage may lead to alternative suggestions.

7.4. Hosting Pro Inc. reserves the right to move websites between servers and backbones.

7.5. Hosting Pro Inc. may discontinue certain hosting packages, offering refunds or equivalent services.

7.6. Virtual servers may be restricted to 200 IOPS if usage negatively impacts the environment.

8. Web Hosting, Shared, and Cloud Server Hosting

8.1. Hosting Pro Inc. provides user accounts on shared servers.

8.2. Servers are live and accessible unless otherwise requested.

8.3. Servers are under Hosting Pro Inc.'s control, either physically or via third-party cloud services.

8.4. Physical servers remain Hosting Pro Inc.'s property.

8.5. Hosting Pro Inc. handles server setup and may charge a setup fee.

8.6. Hosting Pro Inc. maintains servers, including software and hardware upgrades.

8.7. Customers are granted internet access for server use as per the Service Order.

8.8. Email account access is provided if stipulated in the Service Order.

8.9. Bandwidth is provided as per the Service Order.

8.10. Hosting Pro Inc. is not responsible for software installed by the Customer or its effects.

8.11. Hosting Pro Inc. may take corrective actions if Customer-installed software interferes with the system.

8.12. Shared Hosting packages cannot be used for reselling hosting services.

9. Dedicated Hosting

9.1. Dedicated servers are provided under similar terms as Shared Hosting, with exclusive access for the Customer and Hosting Pro Inc.

10. Collocation Hosting

10.1. Hosting Pro Inc. provides:

• Rack space.
• Internet connectivity.
• Bandwidth.
• Remote KVM Service.
• Labor at Time and Materials rates.

10.2. The Customer provides:

• Servers and peripherals.
• Software.
• Equipment as per the Service Order.

10.3. Hosting Pro Inc. may accept or reject Customer specifications.

10.4. If agreement on specifications is not reached, the Service Order may be canceled, and fees refunded.

10.5. Hosting Pro Inc. oversees Customer Equipment installation.

10.6. Hosting Pro Inc. takes reasonable measures to protect Customer Equipment but offers no warranty.

10.7. Customer Equipment must not interfere with other systems.

10.8. Ownership of Customer Equipment remains with the Customer.

10.9. Customers are encouraged to insure their equipment.

11. Hosting Support

11.1. Support prioritizes service outages, followed by service-degrading issues and general queries.

11.2. Support is available via email and phone from 08h00–17h00 SAST, Monday–Friday.

11.3. Hosting Pro Inc. monitors infrastructure every 30 seconds and notifies staff of faults via SMS and email.

11.4. Hosting Pro Inc. is not obligated to support Customer System errors or third-party software.

11.5. Ad hoc services are charged at Time and Materials rates.

11.6. Hosting Pro Inc. may relocate Customer Equipment with 5 days' notice.

11.7. Scheduled maintenance is notified 24 hours in advance and performed after hours.

12. Bandwidth and its Measurement

12.1. Hosting Pro Inc. provides bandwidth monitoring tools.

12.2. Customers must monitor their bandwidth usage.

12.3. Hosting Pro Inc. does not guarantee the accuracy of bandwidth data.

12.4. Bandwidth usage is charged as per the Service Order.

12.5. Excess bandwidth usage incurs additional charges.

13. Domain Name Registration Services

13.1. Hosting Pro Inc. registers or renews domain names upon request.

13.2. Hosting Pro Inc. may use third-party registrars and is not liable for registration delays.

13.3. Customers must agree to registrant agreements for domain names.

13.4. Customers are bound by the terms of the relevant domain namespace.

13.5. Hosting Pro Inc. does not advise on domain name legality.

13.6. Domain registration fees are non-refundable.

13.7. Premium domains may incur additional costs.

13.8. Domain availability is not guaranteed.

13.9. Domain registration is subject to payment timing.

13.10. Redemption period fees apply for expired domains.

13.11. Customers must ensure timely domain renewals.

13.12. Incorrect payment references may result in domain redemption.

13.13. Personal information is transmitted to registrars and registries.

13.14. Customers indemnify Hosting Pro Inc. for domain disputes.

13.15. Free domain services require hosting with Hosting Pro Inc.

13.16. Domain registration payments are non-refundable.

13.17. Domains can be renewed within 7 days of expiry.

13.18. Redemption fees apply for domains in the redemption period.

14. Backup Services

14.1. Customers are responsible for their own backups.

14.2. Hosting Pro Inc. offers backup services but does not guarantee their availability or completeness.

14.3. Customers are encouraged to maintain their own backups.

14.4. Backups are provided "as is" and used at the Customer's risk.

15. Environment

15.1. Hosting Pro Inc. provides:

• Redundant power supply.
• Air conditioning.
• Fire suppression.
• Redundant switching infrastructure.
• CCTV monitoring.
• Access control.

15.2. Hosting Pro Inc. offers no warranty beyond the Standard Terms.

16. Access to the Premises

16.1. Collocation Customers may access the premises for equipment maintenance with prior notice.

16.2. Access is subject to security procedures.

16.3. Hosting Pro Inc. may require an employee to accompany Customers.

16.4. Unauthorized access is prohibited.

17. Service Levels

17.1. Uptime guarantees and SLA credits are applied monthly.

17.2. SLA Credit Claims:

• Customers must submit claims within 7 days of an outage.
• Credits are issued as service credits on future bills.
• Hosting Pro Inc.'s liability is limited to SLA credits.

17.3. Service availability is measured daily over a month.

17.4. Hosting Pro Inc. guarantees 99.9% uptime.

17.5. Failed hardware is replaced within 4 business hours.

17.6. Exclusions:

• Customers in arrears.
• Maintenance or upgrades.
• Malicious internet activities.
• Upstream provider issues.
• Force majeure.
• Customer errors.

18. Effect of Service Suspension and Termination

18.1. Invoices are issued 14 days before the due date.

18.2. A 5-day grace period is provided post-due date.

18.3. Services are suspended after the grace period, disabling website and email access.

18.4. Termination results in permanent data deletion. Customers are responsible for backups.

18.5. Unpaid services are terminated 60 days after suspension, with all data deleted.

19. Money-Back Guarantee

19.1. Hosting Pro Inc. offers a 60-day money-back guarantee.

19.2. Refunds are subject to usage and product type.

19.3. Exclusions:

• Domain registrations, renewals, and transfers.
• ADSL usage.
• Licenses.
• Services used for business promotion.
• Breach of Acceptable Usage Policy.

19.4. SSL certificates have a 30-day refund policy.

20. SSL

20.1. Free SSL installation is offered for domains hosted on Hosting Pro Inc.'s platform.