Service Level Agreement

Web hosting service level agreement

Service Level Agreement

This agreement describes the standard level of service that all website hosting customers can expect from Sparkz Network. It attempts to quantify the levels of service that all hosting customers can expect, and the remedies we offer if we fail to provide service at those levels.

Sparkz Network provide a reactive hosting service for all websites and offer a 99% uptime. We do not constantly check the websites we host to ensure they are functioning correctly as routine use, maintenance and software updates can affect website functions. It is therefore the responsibility of the client to ensure their website is operating as it should. ‘Always on’ and ‘managed hosting services’ support can be provided and can be quoted on a case-by-case basis.

 

99.9% Network and Servers Uptime

Sparkz Network guarantees that the customer’s website, which is hosted on the Sparkz Network Systems and Servers, will be available 99.9% of the time, excluding maintenance, as defined below.  Network downtime is defined as the customer’s hosted website being unable to be viewed or accessed through the Internet, caused by failure of network equipment managed and owned by Sparkz Network, excluding scheduled or emergency maintenance.

Maintenance means scheduled maintenance or emergency maintenance. Scheduled Maintenance means any maintenance in the Sparkz Network, network/servers of which the customer is notified at least 5 days in advance. Emergency maintenance means any maintenance in the Sparkz Network, network/servers that: (a) in Sparkz Network’s sole discretion, is necessary to avoid an immediate threat to the Sparkz Network, networks/servers or customer’s server and (b) of which customer is notified.

 

Response times

Support, unless noted otherwise in a supplementary service level agreement, technical support is provided by Sparkz Network on a first-come, first-served “best effort” basis. We aim to at least acknowledge, if not fully answer, all emails to our advertised support address (support@sparkz.network) within 4 working hours. We aim to answer the phones during working hours, but under times of high demand or staff sickness, may defer to an answering service where we promise to return all messages as soon as possible.

 

WordPress

For those websites hosted by SN which have been built (or part-built) upon the WordPress platform, please be aware that WordPress irregularly makes updates which means that SN may need to make updates to your site so that your website continues to work upon our servers. It is not known how many times per annum that WordPress makes updates, however, we estimate between 4 – 8 updates per year. The more functionality a WordPress site has the more time needed to make updates to that website.
SN works reactively for such updates – we respond should we be informed of a critical change (by WordPress) or should the client point out an error in functionality. Please note, SN cannot be held responsible for any functionality failure caused directly by an update to WordPress or a plug-in of which we were not made aware.
SN will charge a minimum of £250 per annum for these updates. This cost will be invoiced at the same time as the hosting fee which is yearly in advance. Please note, WordPress updates are not considered to be maintenance of a website.

 

Plug-ins

On occasion, when budget, time or requested functionality limits the opportunity for a bespoke build, an off-the-shelf solution in the form of a third-party plug-in may be implemented. 

Premium plug-ins may in some cases, require a subscription based or one-off licensing fee. Whilst SN will make every effort to minimise ongoing maintenance costs, premium plug-ins will need to be updated outside of our update agreement, with any additional costs agreed by and passed onto the client.

 

Invoicing

Website hosting runs Monthly/Annually and is always paid in advance. An invoice will be sent automatically at the time of renewal. Should a client not wish for Sparkz Network to renew the hosting service, we request a notice period of one month in advance of payment date along with details to where you would like the web files sent. If we do not hear such a request, it will be assumed that you do wish the web hosting to be renewed and are in agreement with the terms for the following month/year.

Should Sparkz Network be informed after this month notice period, Sparkz Network cannot be held liable for any delays caused in the transfer of hosting of your website to another server.

 

The Service level agreement runs in conjunction with Sparkz Network’s standard terms and conditions.

 

 

Exceptions

The customer shall not be entitled to any credit hereunder if the network downtime is caused by: (i) actions of the customer or others authorised by the customer to use the service under the Agreement; (ii) customer application, software, or customer’s operating system failure, (iii) the result of network maintenance activity, (iv) denial of service attack, hacker activity, or other malicious event or code targeted against Sparkz Network or a Sparkz network customer, or (v) failure of any network or Internet Infrastructure not owned or managed by Sparkz Network. (vi) If customer has more than one website hosted on Sparkz Network, networks or servers, then a claim may be accepted for one hosted website.

Definitions

  1. “Sparkz Network”, “SN”, “we”, “us”, “our” means Sparkz Network of 18 Crosby Road North, Waterloo, Merseyside. L22 4QF.
  2. “Service” means any hosting or connectivity service offered by SN, including but not limited to Hosting Services or Dedicated Hosts, Support and Maintenance Agreements.
  3. “Customer”, “you”, “your” means you, the person or persons in whose name(s) a service is maintained by.
  4. “Technical contact” means a person or persons nominated by the Customer with whom SN can discuss all matters of a technical nature relating to the Service.
  5. “Working hours” means 930am to 5.30pm, Monday to Friday, excluding English bank holidays.

 

Terms & Conditions – Hosting Services etc.

Terms & Conditions – Hosting Services etc.

Terms of Services
Revision date: 02/09/2016

All services provided by SPARKZ NETWORK (“SPARKZ MEDIA”) may be used for lawful purposes only. Transmission, storage or presentation of any information, data or material in violation of any United Kingdom law is prohibited. This includes, but is not limited to: copyrighted material, material we judge to be threatening or obscene, or material protected by trade secret and other statute. The subscriber agrees to indemnify and hold harmless SPARKZ NETWORK OR SPARKZ MEDIA from any claims resulting from the use of service which damages the subscriber or any other party.

Prohibited are sites that promote any illegal activity or present content that may be damaging to SPARKZ NETWORK OR SPARKZ MEDIA’ servers, or any other server on the Internet. Links to such materials are also prohibited.

Examples of unacceptable content or links:

pirated software 
hacker programs or archives 
Warez sites

NOTICE: IF YOUR ACCOUNT IS FOUND TO CONTAIN ILLEGAL ACTIVITY, ILLEGAL MP3 FILES, PIRATED SOFTWARE, HACKER PROGRAMS, WAREZ PROGRAMS, OR ANY OTHER ILLEGAL FILES, YOUR ACCOUNT WILL BE TERMINATED IMMEDIATELY, WITHOUT NOTICE, AND A £50.00 CANCELLATION FEE WILL APPLY. ADDITIONALLY, SPARKZ MEDIA WILL NOTIFY THE PROPER AUTHORITIES OF YOUR ACTIONS.

Traffic Usage
All account plans come with a predetermined amount of traffic allowance. We monitor all accounts and bill £1.00 for each gig of traffic exceeded. This amount is not prorated, meaning that 1 mb – 1 gig will be treated and billed as the same.

IRC
We currently do not allow IRC or IRC bots to be operated on our servers.

Server Abuse
Any attempt to undermine or cause harm to a server or customer of SPARKZ NETWORK OR SPARKZ MEDIA is strictly prohibited. As our customer you are responsible for all your accounts. Should you violate the Terms of Services outlined within, your account will be cancelled without chance of refund.

Refusal of Service
We reserve the right to refuse, cancel or suspend service, at our sole discretion.

All sub-networks, distributive hosting sites and dedicated servers of SPARKZ NETWORK OR SPARKZ MEDIA must adhere to the above policies, with the exception of system resources in respect to dedicated servers.

Billing
By the Account Activation Date of each month, SPARKZ NETWORK & SPARKZ MEDIA shall either:

(1) debit the client’s credit card (when such information has been provided by the client); or

(2) deliver, by e-mail or regular mail, an invoice in accordance with the applicable Service Fees for services rendered for the current month. When an invoice is delivered to the client, payment shall be remitted to SPARKZ MEDIA by no later than the specified payment due date. SPARKZ MEDIA shall be entitled to immediately terminate this agreement for client’s failure to make timely payments. You will be provided with an invoice on a monthly basis. All credit cards are billed automatically on a monthly basis. It is the client’s responsibility to ensure that they have sufficient credit to cover this transaction. In the event that there is insufficient credit, we will send an e-mail notification, at which point we will need to be provided with another credit card account number within 24 hours. If we do not receive a response within 24 hours, the account, and all accounts under that account plan, will be suspended.

Service Fees
Certain services carry a setup fee charged by SPARKZ MEDIA to client, which must be paid by client in order to have use of said services. If client terminates this agreement, client shall be responsible for any and all outstanding fees owed to SPARKZ MEDIA and agrees to pay any and all fees incurred by client. Because the services are provided on a monthly basis, the client will be responsible for service fees incurred each month, regardless of when client provides notice of termination. Thus, for example, if the client provides notice of termination on the 15th day of a particular month, the client will be responsible for service fees for the entire month, and such fees will not be pro-rated or refunded. 

Money back guarantee & refund policy
We do not generally refund cancelled contracts. For example, if your contract is quarterly and you request a refund after two months, no refunds will be admitted. No refunds are issued for setup charges, add-on charges, domain-registrations, add-on purchases, SSL certificates or overage charges. In case of AUP violations, any and all refunds are forfeit.

Account Deactivations
Any account deactivated due to non-payment will require a reactivation fee of £20.00 prior to reactivation.

Cancellation Refunds
We DO NOT refund partial monthly fees to accounts. We require 30 days notice for a cancellation.

Refusal of Service
We reserve the right to refuse, cancel or suspend service, at our sole discretion.

Limitation of Liability
SPARKZ MEDIA shall not be responsible for any claimed damages, including incidental and consequential damages, which may arise from SPARKZ MEDIA ‘ servers going off-line or being unavailable for any reason whatsoever. Furthermore, SPARKZ MEDIA shall not be responsible for any claimed damages, including incidental or consequential damages, resulting from the corruption or deletion of any web site from one of SPARKZ MEDIA ‘ servers. All damages shall be limited to the immediate termination of service.

Violations
Violations of these Acceptable Use Policies should be referred to contact@sparkz.media. All complaints will be investigated promptly. Failure to follow any term or condition will be grounds for immediate account deactivation.

Disclaimer
SPARKZ MEDIA cannot be held liable for system down time, crashes or data loss. We cannot be held liable for any predicated estimate of profits which a client would have gained if their site was functioning. Certain services provided by SPARKZ MEDIA are resold. Thus, certain equipment, routing, software and programming used by SPARKZ MEDIA are not directly owned or written by SPARKZ MEDIA. Moreover, SPARKZ MEDIA holds no responsibility for the use of our clients’ accounts. Failure to comply with any terms or conditions will result in the automatic deactivation of the account in question. We reserve the right to remove any account, without advance notice for any reason without restitution, as SPARKZ MEDIA sees fit.

Account Activation
By activating your account with SPARKZ MEDIA, you agree to the above policies and disclaimer. Upon requesting activation of an account, you are required to accept these policies, guidelines and disclaimer, and a copy of your acceptance is forwarded along with your activation request to be maintained with your account information.

NOTICE: If you sign up for an account and fail to comply with these terms, no refunds will be given. We will, however, advise you by e-mail or phone prior to taking any action to provide you with an opportunity to correct the problem.

Server Uptime Guarantee
SPARKZ MEDIA guarantees 99% service (http, ftp, pop, imap, smtp) uptime on all hosting plans. Should we fail to deliver this for any given calendar month, your account will be refunded a pro-rated amount for the duration of excessive downtime.

SPARKZ MEDIA reserves the right to amend any or all of the above policies, guidelines and disclaimer without notification. We also retain the right to increase any pricing and make changes to our account plans without notification.

Privacy
Revision date: 02/09/2016

SPARKZ MEDIA has created this privacy statement in order to demonstrate our firm commitment to privacy. The following discloses the information gathering and dissemination practices for this Web site.

Information Automatically Logged

We use your IP address to help diagnose problems with our server and to administer our Web site. We use this information for no other reason.

Order Forms

Our site uses an order form for customers to request services. (128 bit encryption). We collect sensitive information which is used only for our purpose, not third party receives any type of information from us.

Contact information from the order forms is used to get in touch with the customer when necessary.

Billing information that is collected is used to bill the user for services.

Unique identifiers are collected from Web site visitors to verify the user’s identity.

Demographic and profile data is also collected at our site.

We use this data to tailor our visitor’s experience at our site showing them content that we think they might be interested in, and displaying the content according to their preferences.

Security

This site has security measures in place to protect the loss, misuse, and alteration of the information under our control. We use strong SSL encryption to ensure your privacy.

Third Parties

Information collected on this site is strictly for our use, NO OTHER OUTSIDE PERSONS MAY VIEW YOUR PERSONAL INFORMATION SUCH BILLING INFORMATION, ETC.

Contacting the Web Site

If you have any questions about this privacy statement, the practices of this site, or your dealings with this Web site, you can contact: contact@sparkz.media

 

Acceptable Use Policy
Revision date: 02/09/2016

As a provider of web site hosting and other Internet-related services, SPARKZ MEDIA offers its customer (also known as “Subscribers”) and their customers and users the means to acquire and disseminate a wealth of public, private, commercial and non-commercial information. SPARKZ MEDIA respects that the Internet provides a forum for free and open discussion and dissemination of information. However, when there are competing interests at issue, SPARKZ MEDIA reserves the right to take certain preventive or corrective actions. In order to protect these competing interests, SPARKZ MEDIA has developed an Acceptable Use Policy (“AUP”), which supplements and explains certain terms of each customer’s respective service agreement, and is intended as a guide to the customer’s rights and obligations when using SPARKZ MEDIA’ services. This AUP will be revised from time to time.

One important aspect of the Internet is that no one party owns or controls it. This fact accounts for much of the Internet’s openness and value, but it also places a high premium on the judgment and responsibility of those who use it, both in the information they acquire and in the information they disseminate to others. When subscribers obtain information through the Internet, they must keep in mind that SPARKZ MEDIA cannot monitor, verify, warrant or vouch for the accuracy and quality of the information they acquire. For this reason, the subscriber must exercise his or her best judgment in relying on information obtained from the Internet, and also should be aware that some material posted to the Internet may be sexually explicit or otherwise offensive. Because SPARKZ MEDIA cannot monitor or censor the Internet, and will not attempt to do so, SPARKZ MEDIA cannot accept any responsibility for injury to its subscribers resulting from inaccurate, unsuitable, offensive or illegal Internet communications.

When subscribers disseminate information from the Internet, they must keep in mind that SPARKZ MEDIA does not review, edit, censor or take responsibility for any information its subscribers may create. When users place information on the Internet, they have the same liability as other authors for copyright infringement, defamation and other harmful speech. Also, because the information created is carried over SPARKZ MEDIA’ network and may reach a large number of people, including both subscribers and non-subscribers of SPARKZ MEDIA, subscribers’ postings to the Internet may affect other subscribers and may affect SPARKZ MEDIA’ goodwill, business, reputation or operations. For these reasons, subscribers violate SPARKZ MEDIA policy and the Service Agreement when they, their customers, affiliates or subsidiaries engage in the following prohibited activities:

Spamming: 
Sending unsolicited bulk and/or commercial information over the Internet. It is not only harmful because of its negative impact on consumer attitudes toward SPARKZ MEDIA, but also because it can overload SPARKZ MEDIA’ network and disrupt service to SPARKZ MEDIA’ subscribers. Also, maintaining an open SMTP relay is prohibited. When a complaint is received, SPARKZ MEDIA will investigate and shutdown the account that is SPAMing. A £250 charge for violating this policy will be charged to the person initiating the SPAM. Furthermore SPARKZ MEDIA reserves the right to prosecute for this violation. A £1.00 charge will be assessed PER EMAIL sent should SPARKZ MEDIA choose to pursue and prosecute.

Audio/Video Streaming
Audio/Video Streaming is not hosting friendly. As such, SPARKZ MEDIA does not allow any streaming of audio or video content. Offending accounts will be suspended without noticed or terminated.

Adult-Oriented Content: 
SPARKZ MEDIA does not allow adult content and will suspend/terminate any offending account.

Large File Policy: 
SPARKZ MEDIA is not for file hosting and distribution – as such, customers may not host any files larger than 50MB in size that are observed to be available for the sole purpose of download. Such files include but are not limited to .ISO, audio/video files, .EXE files. If you are unsure whether your file is against this policy, please e-mail contact@sparkz.media.

Obscene Speech or Materials: 
Using SPARKZ MEDIA’ network to advertise, transmit, store, post, display, or otherwise make available child pornography or obscene speech or material is prohibited. SPARKZ MEDIA is required by law to notify law enforcement agencies when it becomes aware of the presence of child pornography on or being transmitted through its network.

Defamatory or Abusive Language: 
Using SPARKZ MEDIA’ network as a means to transmit or post negative, defamatory, harassing, abusive or threatening language.

Forging of Headers:
Forging or misrepresenting message headers, whether in whole or in part, to mask the originator of the message.

Illegal or Unauthorized Access to Other Computers or Networks: 
Accessing, illegally or without authorization, computers, accounts or networks belonging to another party, or attempting to penetrate security measures of another individual’s system (often known as “hacking”). Also, any activity that may be used as a precursor to an attempted system penetration (i.e., port scan, stealth scan or other information-gathering activity).

Distribution of Internet Viruses, Worms, Trojan Horses or Other Destructive Activities
Distributing information regarding the creation of and sending Internet viruses, worms, Trojan horses, pinging, flooding, mail bombing or denial of service attacks. Also, activities that disrupt the use of or interfere with the ability of others to effectively use the network or any connected network, system, service or equipment.

Facilitation a Violation of this AUP: 
Advertising, transmitting or otherwise making available any software, program, product or service that is designed to violate this AUP, which includes the facilitation of the means to spam, initiation of pinging, flooding, mail bombing, denial of service attacks and piracy of software.

Export Control Violations: 
Exporting encryption software over the Internet or otherwise, to points outside the United Kingdom.

Usenet Groups: 
SPARKZ MEDIA reserves the right not to accept postings from newsgroups where we have actual knowledge that the content of the newsgroup violates the AUP.

Other Illegal Activities: 
Engaging in activities that are determined to be illegal, including, but not limited to, advertising, transmitting or otherwise making available ponzi schemes, pyramid schemes, fraudulently charging credit cards and pirating software.

Other Activities: 
Engaging in activities, whether lawful or unlawful, that SPARKZ MEDIA determines to be harmful to its subscribers, operations, reputation, goodwill or customer relations.

As we have pointed out, the responsibility for avoiding harmful activities just described rests primarily with the subscriber. SPARKZ MEDIA will not, as an ordinary practice, monitor the communications of its subscribers to ensure that the comply with SPARKZ MEDIA’ policy or applicable law. However, when SPARKZ MEDIA becomes aware of harmful activities, it may take any action to stop the harmful activity, including, but not limited to, removal of information, shutting down a web site, implementing screening software designed to block offending transmissions, denying access to the Internet, or any other action deemed appropriate by SPARKZ MEDIA.

SPARKZ MEDIA is also aware that many of its subscribers are themselves providers of Internet services, and that information reaching SPARKZ MEDIA’ facilities from those subscribers may have originated from a customer of the subscriber or from another third party. SPARKZ MEDIA does not require its subscribers who offer Internet services to monitor or censor transmissions or web sites created by customers of its subscribers. SPARKZ MEDIA reserves the right to directly take action against a customer of its subscribers. Also, SPARKZ MEDIA may take action against the SPARKZ MEDIA’ subscriber because of activities of a customer of the subscriber, even though the action may affect other customers of the subscriber. Similarly, SPARKZ MEDIA anticipates that subscribers who offer Internet services will cooperate with SPARKZ MEDIA in any corrective or preventive action that SPARKZ MEDIA deems necessary. Failure to cooperate with such corrective or preventive measures is a violation of SPARKZ MEDIA policy.

SPARKZ MEDIA will not intentionally monitor private electronic mail messages sent or receive by its subscribers, unless required to do so by law, governmental authority or when public safety is at stake. SPARKZ MEDIA may, however, monitor its service electronically to determine that its facilities are operating satisfactorily. Also, SPARKZ MEDIA may disclose information, including, but not limited to, information concerning a subscriber, a transmission made using our network, or a web site, in order to comply with a court order, subpoena, summons, discovery request, warrant, statute, regulation or governmental request. SPARKZ MEDIA assumes not obligation to inform the subscriber that subscriber information has been provided and, in some cases, may be prohibited by law from giving such notice. Finally, SPARKZ MEDIA may disclose subscriber information or information transmitted over its network where necessary to protect SPARKZ MEDIA and others from harm, or where such disclosure is necessary to the proper operation of the system. However, SPARKZ MEDIA will never sell information to other services or outside companies.

SPARKZ MEDIA expects that its subscribers who provide Internet services to others will comply fully with all applicable laws concerning the privacy of online communications. A subscriber’s failure to comply with those laws will violate SPARKZ MEDIA policy. Finally, SPARKZ MEDIA wishes to emphasize that, in signing the Service Agreement, subscribers indemnify SPARKZ MEDIA for any violation of the Service Agreement, law or SPARKZ MEDIA policy resulting in loss to SPARKZ MEDIA or the bringing of any claim against SPARKZ MEDIA by any third party. This means that, if SPARKZ MEDIA is sued because of a subscriber’s or customer of a subscriber’s activity, the subscriber will be responsible for payment of any damages awarded against SPARKZ MEDIA, plus costs and reasonable attorney’s fees.

We hope this AUP is helpful in clarifying the obligations of Internet users, including SPARKZ MEDIA and its subscribers, as responsible members of the Internet. Any complaints about a subscriber’s violation of this AUP should be sent to contact@sparkz.media.

 

You can review the most current version of the Terms of Service at any time at this page.

 

We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes

Terms and Conditions of Domain Name Registration

Rules of Registration - The rules for the registration and use of domain names within the .UK domain and its sub-domains. These rules form part of our terms and conditions and are part of your contract with us as the Registrant of a domain name.

The rules for the registration and use of domain names within the .UK domain and its sub-domains. These rules form part of our terms and conditions and are part of your contract with us as the Registrant of a domain name.

Data Disclosure Policy (Nominet) - The policy setting out the circumstances under which we will disclose Registrant data to third parties who have a legitimate need for it

RELEASING YOUR PERSONAL DATA TO THIRD PARTIES

We release personal data relating to .UK domain registration to third parties only for the reasons set out in condition 8 of the terms and conditions of registration;

We do not release your data to external third parties for the purposes of direct marketing, or the promotion of offers or services to you.

Telling you when we give information to third parties

From 1st March 2016 where data about a registration, in excess of that available by inspection of the WHOIS, is passed by Nominet to a third party, then Nominet shall inform the registrant and registrar by email of the identity of the third party and the information passed to that third party. This shall not apply:

  1.  where the passing of such information is prohibited by law, or
  2.  where it has been, prior to the passing of such information, shown by the third party, to Nominet’s reasonable satisfaction, that there is a very substantial likelihood that the rights of others will be damaged by disclosing the fact that such information has been passed, or that law enforcement would be prejudiced.