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Terms and Conditions

Hosting

If you are using our managed hosting services, the following applies:

  • By using our hosting services, you grant us access to your website and database for the purpose of hosting and/or backing up your content.
  • To address security vulnerabilities, we will first notify you, and then we may push an upgrade to your site or access your site to remove malicious code.
  • We may scan your data and content to compile aggregated/anonymised statistics for our internal use to optimise the performance and security of the service.
  • If you lose access to your TNT Hosting account or cancel your membership, you will not be able to access your hosting or backup data. We may not be able to recover backups or data more than fourteen (14) days after the account goes inactive.
  • You grant us a worldwide, royalty-free, and non-exclusive license to copy and store your data and content only to the extent necessary to operate the Service. You own your data and content.

 

For sites that we host, our goal is an uptime of 100% – meaning all sites are available 24/7/365. We know that sometimes this goal may not be achieved, and in those cases, the following Service Level Agreement (SLA) applies:

We guarantee a 99% uptime SLA.

  • We do not place any hard limits on traffic, visits, or bandwidth on your sites. Should your site experience a spike in traffic (both human and/or by bots), your site may experience performance problems or even downtime. We will send an alert on how to upgrade your hosting plan to higher resources in this case, and our SLA will not apply.
  • Should the SLA not be met during a calendar month, you are entitled to an SLA Credit. You must contact support to request an SLA Credit within 30 days of the end of the month for which the SLA was not met. Credits will be valued at 5% of your monthly hosting charges for each full hour of downtime beyond the SLA and will not exceed 100% of your hosting charges. Downtime will be determined by our monitoring tools.
  • Our SLA applies to human errors made by our team and employees, or contractors of any third-party service providers that we use to supply the hosting service.
  • Our SLA does not apply to downtime that is out of our control, including problems resulting from third-party code, user error, or natural disasters such as floods or earthquakes.

Sites hosted for free or sites that are paid for using promotional credit may be archived after 90 days of inactivity. Sites will be marked as ‘active’ automatically if one of the following occurs:

  • The settings for the site have been visited at least once in the Mainframe in the past 30 days
  • A custom domain has been added to the site and validated
  • We will send a warning email one week before archiving the site and again when the site is archived. A site can be restored and made active again within 30 days of being archived.

Sites hosted on a lifetime plan:

  • Lifetime plans only apply to the resources you had on that account at the time of signing.
  • Should your site or service exceed the resources allocated to you at the start of your plan, you will be given the opportunity to reduce your usage (if applicable) or upgrade to a higher plan.
  • You can choose to pay the difference between your current plan and the upgraded plan on a monthly, annual, or, if available, one-time lifetime payment basis.
  • There are no refunds for lifetime hosting plans should you choose to downgrade your plan.

Payment Terms

  • 100% upfront payment for PC Building and Website Design.
  • Hosting Plans are paid monthly, annually, or, if available, as a one-off lifetime payment.
  • Subscription services are paid monthly, annually, or as a one-off lifetime payment.
  • Consultancy work is paid by invoice.
  • Additional website, network, and consultancy work is paid by invoice upon completion of the work.
  • All invoices must be paid within 7 days of the invoice date.
  • Instalment plans are offered solely at our discretion.
  • Any late payments are charged a late fee of 4% above the Bank of England Base Rate.
  • If you were given a special offer or discount and you fail to pay on time, the full price becomes payable.