Managed Server Terms & Conditions

These VPS Server Terms and Conditions apply to the purchase of VPS Server Services from SirsteveHQ. They are supplemental to our General Terms of Service and our Acceptable Use Policy.

To the fullest extent permitted by law and save as provided elsewhere in the Policy, the Services are provided by SirsteveHQ to the Client on an “as is” and “as available” basis and no warranty or representation (express or implied) of any kind are given in connection with the Agreement, including as to satisfactory quality and fitness for a particular purpose. In particular, SirsteveHQ gives no warranty or representation that:

• The services will meet the Client’s requirements;
• The services will be provided on an uninterrupted, timely, secure, or error-free basis;
• Any results obtained from the use of the Services will be accurate, complete, or current; or the Services provided will be compatible with any files or software You install or upload to the Server.

Service Provisioning

Our goal is to provide new services within 48 hours of receiving an order. Provisioning may, however, be delayed due to hardware shortages, workload, or other factors, and we make no guarantee that services will be provided within any particular timeframe. We will adjust the next due date of the service at the time of provisioning to reflect this change.

Migration to VPS

We can assist you in migrating your website(s) from another hosting service to your VPS Server if you wish. This will be done in accordance with our Migration Service Terms and Conditions. Migrations will not be automatically performed unless requested.

Migrations are not unlimited and will be assessed on a case-by-case basis. In the event that you require additional support then we can provide this as part of our Additional Services, which are charged separately. For further information, please contact our sales team. 

You acknowledge and agree that, as part of the normal course of business, it may be necessary for us to migrate our servers. Therefore, even if you have a dedicated IP address, you may be assigned a different IP address. Please note that we cannot guarantee that you will be able to maintain your assigned IP addresses in a consistent manner.

Upgrades and Downgrades

VPS

VPS services can be upgraded through the client area. After successful payment, you must open a support ticket about your order with our Billing Department. Our goal is to upgrade your VPS services within 48 hours of receiving your request in either case. Service interruptions caused by VPS service upgrades are excluded from our service level agreement. Whenever possible, we will perform the upgrade at a convenient time for you, but this cannot be guaranteed. VPS services can not be downgraded. If a VPS service is cancelled, no refund or service credit will be provided. It is not possible to downgrade or upgrade managed servers to unmanaged servers or vice versa. 

Included Server Management

The managed VPS server will be operated as part of our network, and configuration management utilities as well as server monitoring will be utilised to ensure that the server is operating at all times. All service-affecting events will be handled 24 hours a day, 7 days a week, 365 days a year. 

As part of our Server Management service, we provide assistance with the following items:

• System Updates and Patches: Regular updates to the server’s operating system and installed software to ensure your environment is secure and running efficiently. This includes the management of security patches, system updates, and critical fixes.
• Security Measures: Implementation and ongoing management of security protocols to safeguard your server against unauthorised access, cyber threats, including DDoS attacks, malware, and other vulnerabilities. This encompasses firewall setup, configuration, and management, along with intrusion detection and prevention systems.
• Performance Monitoring: Continuous monitoring of server performance metrics such as CPU usage, memory consumption, disk space, and network activity to ensure optimal performance. We proactively address potential issues to maintain system integrity and availability.
• Backup and Disaster Recovery: Configuration and management of our backup solutions, if purchased, to safeguard your data. We ensure that your data can be restored in the event of data loss or a disaster scenario, in line with our backup policy specifications.
• Technical Support and Troubleshooting: Provision of expert technical support for server-related issues within the managed service scope. 

Some common server management tasks:

• cPanel, Plesk, or Windows tasks
• Applying security updates
• Installing any requested software
• WordPress optimisation & security
• Magento optimisation & security
• Free website & email migrations
• PCI & GDPR Compliant hosting tasks
• Apache, NGINX, LiteSpeed, or IIS
• MySQL data at rest encryption setup and management
• Rebootless kernel security updates tasks
• GDPR Ready encrypted backup setup and management
• Free Let’s Encrypt SSL setup and management
• Website speed & error debugging
• Server monitoring

The monitoring service provided includes server monitoring as well as an optional URL monitoring feature for websites hosted on the server. URL monitoring is not enabled by default; it must be explicitly requested for each individual domain. Each server is eligible for free monitoring of up to five URLs. Any additional URLs will incur a charge per month for each URL.

Server Management is limited to 60 minutes per month. In the event that you require additional minutes or additional services, we can provide these services as part of our Additional Services, which are charged separately. For further information, please contact our sales team.

Backups

It is the sole and exclusive responsibility of the Customer to ensure that sufficient backups are made of their data. It is expressly agreed that SirsteveHQ is not responsible under any circumstances for data loss from a customer’s server or for the provision of backups.

If a backup plan has been purchased, SirsteveHQ may provide and manage the backups for your VPS hosting account. However, all backups are undertaken based on the principle of “best effort,” and SirsteveHQ is not responsible for any loss arising from any failure in the backup process or any data loss.

All customers are advised to make their own off-site backups.