Shared Server Service Agreement (Web Hosting Accounts)
1. Contact Person, Client Support:
All account types include free written support during the specified support hours.
If included in the offer,
free telephone support is also provided. Written support requests from clients are
made via the konsoleH
administration interface. For this, clients need to use their client access to
konsoleH (Login: Customer Number,
Password: Customer Password).
In general, client support orders are included in the all-inclusive price of the
product. Special support
requests, not included in Hetzner Online services, are only handled in exceptional
cases. If more than 15
minutes' working time is required for resolving such issues, Hetzner Online, after
consultation with the client,
charge a fee of 17,65 € (excl. VAT) for each quarter hour commenced.
2. Monitoring Services:
Web Server (HTTP)
Mail System (SMTP, POP3, IMAP, Spam filter, Virus scanner, Mail dispatch
Server Services (FTP, SSH, NTP)
Datenbases (MySQL, PostgreSQL)
Hard Drives (S.M.A.R.T., Disk Space Usage)
3. System Failure and
As a general rule, details of system failure are published and planned maintenance
work announced in advance on http://www.hetzner-status.de.
You can subscribe
to receive reports on status by email under menu item "Administration; Status
Report" in konsoleH
4. Mass Emails:
The limit of 500 emails sent per hour must not be exceeded. The dispatch of mass
emails/newsletters via email
accounts of the web hosting account or via the website of the web hosting account is
not permitted. The dispatch of
unsolicited advertising is forbidden. Hetzner Online are entitled to block client
accounts which do not comply
5. Data Protection:
A daily backup of all data is available on all web hosting accounts. Data is
retained for a maximum of 14 days.
Recovery of the backup (Restore) is possible via the konsoleH administration
interface. Here it is possible to
recover individual files and whole folders as well as accounts.
and Data of Created Accounts:
Changes made by the support team, such as the deleting, relocation and overriding of
content and sensitive
information, which has been deployed and/or received by the client, can only be
carried out, if the requests are
verified by the konsoleH administration interface or in writing as a fax containing
the company stamp and a
handwritten signature. The support team are not required to undertake work which can
be performed by clients and
which it is possible for clients to do themselves.
7. Changes to
Generally, with the exception of the points listed below, individual customization
to configuration files is not
possible on web hosting accounts. This applies to system settings and the services
provided. The following settings
Selected PHP settings can be changed via the konsoleH administration
interface. Many further settings can be
changed directly via .htaccess file. Settings which exceed the available
values and set limits are not
alterable. Additional PHP modules other than those offered are not
installed. Individual PHP solutions e.g.
PHP binaries, are not supported. For an overview of PHP configuration please
The following PHP modules are additionally available and can be enabled via
the konsoleH administration
interface: APC, Zend Optimizer/Zend Guard, ionCube-Loader, eAccelerator,
SourceGuardian and ImageMagick.
The number of parallel IMAP connections per IP address is limited for
reasons of server stability. It is
possible to have this number increased on request at our discretion.
The settings which are offered such as 'Forwards', 'Autoresponder', 'Spam
filter', 'SMS Notification',
'Black- and Whitelist' etc. can be changed by the client. Other individual
settings and the configuration of
the mail system cannot be created. SPF records can be set by the client via
DNS administration in the
konsoleH administration interface.
Individual changes to the MySQL configuration are not possible for web
hosting accounts. For each database
created by the client, three data bank users are set up with exclusive
access to this database. For reasons
of security, no global database user or users who have access to several
databases is set up.
Each account and each domain receives a DNS zone file which can be
administered via the konsoleH
administration interface. The use of our DNS servers is optional.
8. Process Monitoring:
To safeguard the security and stability of the server, a process monitoring system
is in place which stops processes
with excessive running times and/or RAM exploitation.
9. Installation of
The installation of additional software or libraries is not carried out by the
support team. On request, a compiler
can be made available for account types supported with SSH with which the client can
compile the necessary software
packages. This is the sole responsibilty of the client. There is no right to claim
support services in this context.
The operation of additional software requiring root privileges for installation or
operation is not
10. Relocation within the Hetzner Online Server:
Relocation of a maximum of three accounts, not larger than 5 GB which are to be
transferred within Hetzner Online
web hosting / managed servers is carried out by the support team on request.
Databases are to be transferred in
advance by clients themselves and are not a part of the relocation offered by
Hetzner Online. Relocation from or to
Hetzner Online external servers or dedicated root servers is not performed.
11. Email Service Spam and Virus Protection:
Each email account has a server-side spam filter which can optionally be deactivated for
presorting suspicious emails
into a designated folder. This folder is accessed via IMAP and Webmail. Emails which
have been identified as spam
are automatically deleted after a predefined time period. The filter strength can be
adjusted by the client. In
addition, Hetzner Online GmbH operate a blacklist which temporarily or permanently
blocks IP addresses that send
spam emails. The blocking of single IP addresses can be deactivated manually by the
client. Furthermore, Hetzner
Online GmbH use a virus filter for emails. Incoming emails containing viruses are not
accepted for security reasons.
The sender of the email is notified. The dispatch of emails containing viruses is