Terms & conditions
These terms are provided to clarify what Serious Hosting (PTY) LTD provides and to explicitly explain our business terms. As this is a live document you should always monitor this for changes if you have any services with Serious.host
All prices quoted on this site includes VAT.
Date Last Modified – 2021/08/26
The reseller will invoice his/her clients. The charges payable to Serious.host for the reseller hosting facility is predefined per package. The charges will include the package fee, any additional domain registration/renewal and support fees (where applicable).
As resellers you are bound by the terms and conditions of all applicable authorities, including but not limited to https://www.registry.net.za, https://opensrs.com or https://zadomain.net for domain registrations. (See domain registration agreement above for links and T&C references).
Because of the nature of reselling, all our resellers are required to pay the services using a debit/credit card or Paypal via the WHMCS client area. This avoids any downtime and admin related issues, which will impact negatively on your clients and us as an organization.
- The initial setup of your hosting reseller account is free.
- Your data (website, database and Emails) will be transferred for free, thereafter standard rates apply for client sites and Emails, depending on the volume. Please contact us for an estimate.
- The first month (or first two billing cycles are) is absolutely FREE! (T’s and C’s apply).
- OPTIONAL white label support for your users/clients COMING SOON.
- Third Party Support available for ad-hoc support requests. Please navigate to https://serious.host/third-party-support for more details.
- Hosting prices exclude monthly billing system fee. All resellers require their own WHMCS subscription in order to invoice, bill and provision hosting spaces and domains for their clients. Please enquire at whmcs.com for further details.
- Free .co.za domain. Applicable to initial registration and only for reseller’s own account. The credit will be applied to your reseller account once the first invoice has been paid.
- Shared reseller hosting is limited to 100 domains after which resellers will be required to migrate to a VPS.
- Where resellers 1) have not settled their invoice by the due date, 2) are not able to support their client(s) any longer or 3) the client has a legitimate reason to move away from the reseller, the client(s) will be contacted to offer an alternative.
The entity providing the hosting environment to its users. In this case Serious.host
The person or company signing up for hosting services with the Provider in order to reseller the services to clients.
An arrangement between the Provider and the Reseller where the Reseller compensates the Provider for the use of the Provider’s servers.
The date on which a service takes effect, i.e. When the Reseller signs up for their new hosting account.
The Provider removes their brand and logo from the end product so that the Reseller can use their personalized branding.
In this case products refer to the hosting plans available for sign up to the reseller.
Services may include various web hosting and email related functionality and support offered to the Reseller.
The act of giving the required permission to perform a specific task, in this case the Provider gives the Reseller permission to resell the Provider’s hosting services as their own.
This is the term used when the initial registration period is coming to a close and the next cycle for the domain is paid. It could be 1 year up to 10 years, depending on the requirement of the owner of the domain.
Upon deciding to discontinue a domain, the Reseller and/or the client can set the domain to “auto-expire”
The process of preventing the domain from renewing automatically when the next cycle starts.
This refers to the billing period selected by the Reseller, e.g. monthly, quarterly, biannually or annually.
A method of settling an invoice using a bank card via the Admin panel (admin.redcactus.co.za).
Electronic Funds Transfer is done through making a payment using your online banking website or mobile application.
“Third party products”
These are products or services provided by an entity outside of the primary business relationship between the Provider and the Reseller.
Means of bring an agreement or service to a halt. Ending a contract through verbal or written communication.
When a person and/or company becomes legally responsible for something.
The Reseller has a responsibility towards the Provider to pay for the services provided as long as the services are rendered by the Provider.
The rejection of a right or claim by someone who would like to hold another party responsible for a certain outcome.
Security against or exemption from legal liability for a potential loss or financial burden
1. APPOINTMENT OF RESELLER
1.1 Authorization and Appointment.
The Provider hereby authorizes and appoints “The Reseller”, who accepts the authorization and appointment, as The Provider’s exclusive reseller, to resell the hosting products/services of the Provider under their own brand (White label).
1.2 Revision of Authorization.
The Provider may revise the list of hosting products/services by
a. Giving the Reseller 30 days written notice, although
b. The Provider is under no obligation to provide any reason for discontinuing the products/services.
2. PRODUCT AND SERVICES MATERIALS
2.1 Training and informational material
The Provider will provide the Reseller with training material where required and other information about the hosting panel(s) and their functionality to ensure the Reseller is able to perform their function of reselling hosting services.
2.2 Regulatory documentation
On the Reseller’s reasonable request, the Provider shall supply the Reseller with all documentation the Reseller requires to comply with the regulatory requirements of all Governmental Authorities in the region/country.
3. PRODUCTS AND PRICING
The Reseller will pay the Provider’s wholesale price for each product/service, as listed on the website. The Reseller may determine its own retail prices, taking into account suggested retail prices provided by the Provider.
Changes to Products, Services and Prices
3.1 Changes to Products/services
The Provider may discontinue or modify the products/services, modify the product features, or replace the products/services with similar or third party products, except that the Provider may not discontinue, modify, or replace products that are subject to an accepted and outstanding purchase order, unless required by Law.
3.2 Changes to Prices
a. Notice of Upcoming Changes. If the Provider changes its hosting prices, the Provider will give the Reseller one (1) month notice before implementing those changes.
b. No Effect on quarterly, biannual and annual payment cycles. Changes to the Provider’s hosting prices will not affect any payment cycles, exceeding one (1) month.
4. PAYMENT METHODS
The Reseller has the option to settle the invoice using the following methods;
4.1 Online Payment
The Reseller can make an online payment, after receiving the invoice, which is usually generated on the 25th of the month, via the Billing system, using a debit/credit card that has been activated for online payments. Alternatively payment can be made using a Paypal account.
5. DEFAULT ON PAYMENTS
5.1 Insufficient funds
Resellers must have the full required credit available in their account by month end run date. The run date is determined by each reseller. Should the funds not be available, your account will be suspended and all domains under your reseller account set to “auto-expire”.
5.2 Result of suspension
You are required to respond and rectify your account with the provider within ten (10) business days after defaulting on payment, in order to salvage your clients. Should you not respond within this period, your clients will be migrated to a reseller of our choice and once this process has been initiated, you will not be permitted to re-acquire these clients.
6. DOMAIN RENEWALS AND CANCELLATION
6.1 Domain Renewals
Domain renewal notices are generated prior to the expiry date. The system allows for three (3) custom domain renewal reminder dates, e.g. 50 days (1st reminder), 40 days (2nd reminder), 30 days (3rd reminder).
6.2 Cancellation of Domains
Should the Reseller wish to cancel a domain, it is required to set the domain to auto-expire prior to the due date (1st). Domains will be renewed, should the reseller neglect to set the domain to auto-expire.
7. THIRD PARTY PRODUCTS AND SOFTWARE SUPPORT
Non-Serious.host-branded products receive support as provided by the relevant third party supplier. The Provider hereby warrants that when operated according to the documentation and other instructions the Provider provides, software will perform substantially according to the functional specifications listed in the documentation. As a courtesy to our valued clients, we provide comprehensive installation details about how to use certain third-party products, such as Apple (IOS) and Samsung (Android), as well as Outlook and Mac, but we neither endorse, nor directly support any third-party products and therefore we are not responsible for the functionality, compatibility or reliability of these products. We are also not affiliated with, endorsed, or sponsored by any of these third party vendors.
8. RESELLER RESPONSIBILITIES
The Reseller is bound to the regulations of the various institutions and authorities, including, but not limited to https://www.registry.net.za; https://opensrs.com as well as ICANN and applicable WWW authorities. The following is prohibited:
8.1 No reverse engineering
The Reseller will not
a. Create or attempt to, or aid or permits others to, create by reverse engineering, disassembly, de compilation, reverse engineering or otherwise, the internal structure, the source code, hardware design, or organization of any Product, unless expressly permitted by Law,
b. Copy, modify, translate, or create derivative works of software included in any Product, unless the Provider consents in writing, or
c. Separate the Product into component parts for distribution or transfer to a third party.
8.2 Internal Use
The Reseller will not use Products for its internal use, unless the Provider explicitly provides written consent.
9. RESELLER ETHICS, DO’S AND DONT’S
9.1 Resellers vow to adhere to the below upon signing this agreement.
a. Always be honest and transparent with your offerings
b. Make any “hidden fees” known as clients do not appreciate surprizes when settling their accounts
c. Never engage in an argument with your client over a dispute, but rather have them write to you and keep record of all conversations. A great way to do this is through a dedicated ticket system.
d. Avoid gossip, especially when discussing their existing provider. Remember you want to win the client over and do not want to make them feel bullied into transferring to you
e. Own up when you have made a mistake and give the client a solution to their problem, without making excuses for your wrong doing
9.2 We encourage you to operate within the below parameters to ensure honest business practice
a. DO NOT register a client’s domain using your personal and/or company details. This contravenes the Registry’s policy surrounding domain registrations. The domain is the client’s property and it should be registered in their name, using their details and personal Email address
b. DO NOT give out their personal details to ANYONE. That includes those wanting to purchase your client database. This is in breach of the privacy act.
c. DO NOT over charge clients on domain registrations. A 10 – 15% margin is recommended. The goal should be to retain the client for their monthly hosting fee not to make money from domain registrations
d. You SHOULD advise your clients correctly when they request assistance in selecting the appropriate hosting. Give them exactly what they require and rather sell them additional services or products, such as the WordPress themes or website maintenance
e. You SHOULD follow up after every query to confirm that it has been resolved and ensure that the client is satisfied. In doing so you prevent them from looking for a reason to move away from you
f. You SHOULD always address clients with the necessary respect as they are willing to spend money with you and as long as they feel looked after, they will have no reason to look for greener pastures. Remember, there is always the exception when nothing you do will please a client
g. DO NOT store client passwords. They should create their own mail accounts and manage their own credentials. This is to ensure that should an account be compromised it is purely due to a weak or duplicate password the client used and you cannot be blamed
10. TERMINATION, LIABILITY AND WAIVER
Either party may terminate this agreement for any reason on seven (7) Business Days’ notice to the other party.
10.1 Termination due to breach
Each party may terminate this agreement with immediate effect by delivering notice of the termination to the other party, if
a. the other party fails to perform, has made or makes any inaccuracy in, or otherwise materially breaches, any of its obligations, covenants, or representations, and
b. the failure, inaccuracy, or breach continues for a period of ten (10) Business Days’ after the injured party delivers notice to the breaching party reasonably detailing the breach.
10.2 No further liability
On termination or expiration of this agreement, neither party will be liable to the other party, except for liability
a. that arose before the termination or expiration of this agreement, or
b. arising after the termination or expiration of this agreement.
Under no circumstances, including but not limited to negligence, will the Provider or any of its respective licensors or suppliers be liable for any special or consequential damages that result
from the use of, or the inability to use the Provider’s platform, even if advised of the possibility of such damages. Applicable law may not allow the limitation or exclusion of liability or
incidental or consequential damages, so the above limitation or exclusion may not apply to you.
10.4 Payment Obligations
Even after termination or expiration of this agreement, the Reseller will
a. Pay any amounts it owes to the Provider, including payment obligations for services already rendered, work already performed, goods already delivered, or expenses already incurred, while the Provider will
b. refund any payments received but not yet earned, including payments for services not rendered, work not performed, or goods not delivered, expenses forwarded.
11. ENTIRE AGREEMENT
The parties intend that this agreement, together with all attachments, schedules, exhibits, and other documents that both are referenced in this agreement and refer to this agreement,
a. represent the final expression of the parties’ intent relating to the subject matter of this agreement,
b. contain all the terms the parties agreed to relating to the subject matter, and
c. replace all of the parties’ previous discussions, understandings, and agreements relating to the subject matter of this agreement.
12. RELATIONSHIPS OF THE PARTIES
12.1 No Relationship. Nothing in this agreement creates any special relationship between the parties, such as a partnership, joint venture, or employee/employer relationship between the parties.
12.2 No Authority. Neither party has the authority to, and will not, act as agent for or on behalf of the other party or represent or bind the other party in any manner.
You agree to defend, indemnify and hold harmless the Provider, its representatives, officers, directors, and employees from all liabilities, claims, costs, and expenses, including attorney’s fees, that rise with your use of the reseller
platform, transmission of all communications on the reseller platform or from your violation of applicable law.
SERIOUS.HOST WEBSITE ANNOTATIONS
Free cPanel/Plesk to Direct Admin/Plesk transfers
The first domain transfer and migration of associated data, as well as Emails is free. Our standard fee of R420.00 (incl Vat) per hour is charged for any additional domains and data.
Free .co.za domain
The free .co.za domains only applies to the initial registration where applicable. Normal annual renewal fees apply thereafter. The free domain registration is limited to one domain per hosting account. This is not applicable to reseller client accounts. The .co.za registration fee of R77.00 will be credited to your shared hosting and/or reseller account after payment of your first invoice has been received.
All packages have unlimited bandwidth. The unlimited bandwidth usage provided by Serious.host is subject to reasonable usage as mentioned above.
Disk space and over usage
Cloud space over the set limits is soft capped where applicable, so it still functions 100%. Over usage is charged at R5.95 per Gb.
The above does not apply to the Starter and/or Entry packages where applicable, which are hard capped (limited to package disk space size).
WHMCS for resellers
Our hosting environment is WHMCS ready, which means you will be able to purchase a WHMCS subscription and run the WHMCS module on your reseller account hosting space. Kindly contact whmcs.com for assistance with integrations and module installation and any support related queries.
Direct Admin License
All Reseller Linux VPS packages include the Personal license, offering 1 User and 10 Domains. Please note that this is a single user license and therefore only “admin” user accounts from cPanel can be restored. If you would like to restore other user accounts, the website and database file(s) should be backed up from cPanel and published on your DA server via FTP and phpMyAdmin.
30 Day money back guarantee
If you are not happy with the product, you can cancel within a 30 day period for a full refund – No questions asked! This only applies to VPS hosting as shared hosting is free for the first 30 days. The .co.za domain registration fee was covered by us, therefore this fee is not refundable.
Third party vendors and applications
As a courtesy to our valued clients, we provide comprehensive installation details about how to use certain third-party products, such as Apple (IOS) and Samsung (Android), as well as Outlook and Mac, but we neither endorse, nor directly support any third-party products and therefore we are not responsible for the functionality, compatibility or reliability of these products. We are also not affiliated with, endorsed, or sponsored by any of these third party vendors.
Third Party Support
Third Party Support comprises of Email setup, Email troubleshooting, WordPress troubleshooting and Hosting support.
Remote Desktop Support via ANYDESK is required for Email setup and troubleshooting, while not necessarily required for WordPress troubleshooting and Hosting support.
Third Party Support is accessible to ANYONE, wishing to make use of our premium support service and is independent from any of our hosting services and products.
Please note that you are required to register a user profile on our system in order to purchase credits for the premium support products. Once logged in to the client area, you can submit your support request. If you do not have any credits yet, kindly navigate to https://p.netmask.host/cart.php?gid=11 in order to purchase credits.
Remote Desktop Support Conditions
Kindly familiarize yourself with the below:
- Our remote desktop support allows the technical support consultant to access your local machine remotely, either to setup a new mail account, troubleshoot an existing mail account or WordPress install as well as offer hosting related support, e.g. basic database or panel query.
Some of the issues might include, but not limited to;
►The error code 0x80070002 may appear when you try to add or set up a new Outlook e-Mail account
►The error code 0x800CCC0F usually appears when an antivirus program is enabled in MS Outlook, or when its settings cause conflict or other issues
►e-Mail Client is attempting to sync (IMAP) continuously and sending and receiving fails for no apparent reason
- The technical support consultant may in no way change any settings related to the Operating System and associated services, including but not limited to any 3rd party software and will provide feedback should the issue seem to be related to the these aforementioned services.
- Once the relevant feedback has been provided and the issue points to the above services, the client is required to contact an IT support technician in order to have the issue resolved. Some of these issues, may include the following:
►Your computer’s response time is very slow. This could be due to a virus or malware being present, corrupted updates, hardware failure, etc.
- Kindly ensure that you have the latest backup(s) of your content available should an e-Mail account restore have to be done on your computer. Also,
►Provide the .pst back-up files if your e-Mail has been set-up as a POP account, if you didn’t save a copy of your received messages on the server. An IMAP account will ensure that your received and sent messages reflect on all of your devices as your devices are synced with the server.
- The following time limits apply to these departments where applicable:
Email setup – no limit
Email troubleshooting – 20 minutes
WordPress support – 30 minutes
Hosting support – 45 minutes
- Red Cactus and its personnel will not be held liable for the loss of any messages and/or data that might occur as a result of accessing your e-Mail client for the purpose of confirming and/or updating the mail settings. The same applies to the WordPress install or any other functionality of installed applications on your local computer.
- Submitted Premium Support queries/requests are valid for 30 days and will have to be re-submitted if not scheduled or actioned, although credits do not expire.The above Terms and Conditions may change at any time, without prior notice.
Standard rates will be quoted in many areas of the website, and always refer to this standard rate.
Current standard rates @ R420.00 per hour.
All pricing provided on this site includes VAT.
A SeriousBilling client may pay us using EFT to our bank account, of which the details are provided on the invoice or statement. It is your responsibility to provide the proof of payment and supply the correct reference so that we may allocate payment correctly.
We prefer that you supply us with a signed debit order form that will enable us to deduct the monies directly from the provided account. This not only ensures that your services are not disrupted but greatly simplifies our administration.
All services with Serious.host is payable in advance for the month. In the case where we cannot predetermine your monthly charges like bandwidth over usage, we will bill this at the end of the month.
Please note the following regarding invoicing, billing and account suspension:
- Invoices are usually generated between 24th and 26th of each month (Dec 2021 invoices generated on the 20th)
2. Due date for manual payments is the 7th of the following month (EFT preferred as cash deposits incur additional fees)
3. SMS and e-Mail reminders around the 5th (please ensure correct contact details is captured on the admin system)
4. Account suspension takes place around the 9th
5. Deletion of services takes place on the 23/24th (prior to the next billing run)
6. The invoices and reminders are sent to the same e-Mail address that you have received the account suspension notification on
- Invoices are usually generated around the 25th of each month
2. e-Mail reminders follow 3, 5 and 7 days respectively, after payment is due (please ensure correct contact details is captured on the WHMCS panel)
4. Account suspension takes place on the 10th. A penalty fee of R50.00 is payable after account suspension in order to have your services reinstated. This is an automated process that we are not able to over write manually.
5. Deletion of services takes place on the 23/24th (prior to the next billing run)
6. Please note: The only payment options for Linux hosting is either via debit/credit card or through Paypal. You can “subscribe” when paying your invoice the first time. The amount will then be deducted automatically. A Token ID is created which is associated with your card and therefore NO card details are stored..
7. The invoices and reminders are sent to the same e-Mail address that you have received the account suspension notification on
Should you require any assistance with your account, kindly forward an e-Mail to [email protected] and we will advise accordingly.
In the event of your cancellation of a project, or any delay of more than two months, after work has commenced, one of the following will be applicable:
- 20% cancellation fee
- An invoice for all work completed up to the date of written notification, including expenses; or
- The amount of any advance deposit made for your project.
All work will remain our property, but will be available if the project should be resumed at a later time.
SAGEPAY DEBIT ORDER AUTHORITY
SeriouBy accepting the debit Order Authority payment option as the preferred pay-method for Serious.host Services and Products, for SeriousBilling clients, the user accepts the following Sagepay (www.Sagepay.co.za) authority:
I/we hereby request and authorize you to draw against my/our account with the provided bank (or any other bank or branch to which I/we may transfer my/our account) the variable amount pertaining to this agreement, on the first working day of each month.”
All such withdrawals from my/our account by you shall be treated as though they had been signed by me/us personally.
I/we the undersigned, “instruct” and authorize your agent Sagepay (Pty) Ltd, to draw against my/our account. I/we understand that if bank details have been supplied the withdrawals authorized here will be processed by BankServ. I/we also understand that details of each withdrawal will be printed on my/our statement.
I/we agree to pay any banking charges relating to this debit order instruction
This authority may be cancelled by means of giving you thirty days’ notice in writing, sent by prepaid registered post, but I/we understand that I/we shall not be entitled to any refund of amounts, which you have withdrawn whilst this authority was in force if such amounts were legally owing to you.
I/We acknowledge that the party hereby authorized to effect the drawing(s) against my/our account may not cede or assign any of its rights and that I/we may not delegate any of my/our obligations in terms of this contract/authority to any third party without prior written consent of the authorized party.
ACCEPTABLE USAGE POLICY – WEB HOSTING
Serious.host reserves the right to request an upgrade to a larger hosting package should the client have excessive data usage.
Clients will be notified of such excessive usage and provided with alternatives.
Clients are responsible for their own backups and restore of data.
Serious.host provides backups of the environment (including data) in the case of disaster recovery.
The web hosting panel makes provision for backup and restore.
Additionally the client is welcome and encouraged to make an additional type of backup, as might be their requirement, including page content in their website content management system.
DOMAIN REGISTRATION AGREEMENT
Hosting is provided on a month to month basis, no contracts apply. Unpaid hosting spaces will be removed from our servers after two weeks. No backups of these spaces will be available after this. It remains the client’s responsibility to take backups before cancellation or migration away from us. Hosting is either paid and active or unpaid and data scheduled for removal.
Upon signing up for your Serious.host hosting account you can expect the following from our very user friendly, self-managed hosting service:
- Allocated disk space (based on the type of hosting plan selected)
- e-Mail accounts (based on the type of hosting plan selected)
- Unlimited bandwidth (amount of traffic generated by visitors accessing your site)
- Domains and websites (quota based on type of hosting selected)
- Webmail interface to manage e-Mail accounts (MailEnable, Roundcube, IceWarp)
- Host panels (MSPControl / SolidCP / Plesk for Windows), Direct Admin (Linux) to manage hosting features, i.e. create Email accounts, updates DNS, create databases and install free Let’s Encrypt SSL certificate
- SeriousBilling and WHMCS to manage hosting accounts and view invoices
Please note: The below forms part of the self-managed service, but is not limited to:
- Setup and configuration of your client desktop software (Windows, Mac, Outlook, Thunderbird, Mac Mail).
- Setup and configuration of your phone or tablet.
- Resetting or changing your CMS passwords and those of the hosting panel accounts or e-Mail accounts.
- Creating mail accounts, changing your mail settings, limits or out-of-office replies.
- Registering domains
- Accessing your computer via remote desktop support is charged at our standard rate of R420.00 (incl. VAT) per hour or R295.00 (incl. VAT) for the first 30 minutes. You can also purchase Premium Support Credits. This is a cheaper alternative.
- Regretfully we no longer receive hosting clients at our premises.
Due to the nature of the Windows OS, regular updates and/or restart of the server is no longer optional, but any many instances compulsory. Notifications for these restarts will no longer be circulated as we are then flooded with responses that are not related to the notice.
Acceptable use policy of Serious.host is subject to the acceptable and use policies of Xneelo and the WWW consortium in addition to other related acceptable usage as described in this document.
Find more info regarding Xneelo and the WWW consortium on their respective sites.
Kindly note that the support offered by Serious.host is directly related to the uptime of the hosting and Email services, i.e.
- We run daily (Database / Website Files) backups (stored for 4 days)
- Emails are stored for a maximum of 48 hours. Should an account need to be restored, due to accidental removal, you are required to submit a written request to have the mail account(s) and data recovered, during this period. Failing to do so, will result in the loss of the data.
- Our hosting services are fully self-managed. We are not allowed to create mail accounts or reset mail account and panel passwords.
- OUR RESPONSIBILITY
The responsibility of Serious.host is to ensure that the web servers are running as expected and will inform clients of any emergency downtime or planned downtime to upgrade servers or operating systems, etc. We have published a vast number of online guides to assist you with the management of your services.
- YOUR RESPONSIBILITY
The client’s responsibility involves the following, but is not limited to;
Please ensure that you have put security measures in place, select very strong password and install brute force attack to keep unwanted visitors at bay.
b. Do NOT use the same password for Email accounts, panel and WordPress logins.
c. Kindly check to see that your site files are uploaded in the correct folder, i.e. “public_html”
d. Also ensure your account is up to date to avoid any suspension of services.
- OUR RESPONSIBILITY
The responsibility of Serious.host is to ensure that the mail servers are functioning as expected. This means that should you be able to send and receive using the webmail (MailEnable) interface, our services are active.
- YOUR RESPONSIBILITY
The client’s responsibility involves the following, but is not limited to;
a. Kindly make use of a strong password of at least 8 characters, including a special character, numeric and alpha-numeric as well as capital and lower case.
b. Stay within the hourly limit of 140 mails on the standard mail server
c. Do not send out unsolicited mails and run the risk of being blocked
d. Kindly check our website tutorials should your Email client (Outlook/Thunderbird/Mac Mail) not be able to send and receive and you are receiving error messages.
Serious.host provides online support on our site through the Knowledge Base as well as the following channels, should you require additional assistance:
– Support Email from your primary account
This is the preferred method of communication, to ensure that all conversations are recorded.
– Support ticket via website form
This usually serves as a channel, should your primary e-Mail account not function in order to send a support request
– Third Party Support, including Remote desktop support
Should you require Third Party Support you can purchase Third Party Support Credits (TPSC) from our web site. Kindly navigate to https://serious.host/third-party-support for instructions.
The Online Chat is only for pre-sales questions and requests, such as:
- Do you host WordPress sites?
- Can you host PHP and (ASP).NET?
- Where are your servers located?
- How many user accounts do you allow?
- Any technical questions (not support related).
HOSTING YOUR SITE ON A “STAGING ENVIRONMENT”
We will publish your site on our production servers running in a web staging area. This has the benefit that search engines (like Google) will scan and start to index your site from very early in development phase, without being “live”.
The resources that this staging site consumes are the same as for a normal live production site. The client (You) is responsible for this hosting cost. We provide you with Email, database, and hosting space as per normal hosting.
Should you not want to make use of this “staging environment” you should provide us with an alternative.
There are exceptions (such as larger projects) that will be discussed with the client themselves should it apply.
Although Serious.host displays statistics of site visits using 3rd party tools we do not keep any statistics data for backup. As user you are responsible to manage the stats on your site. We give all web administrators access to the raw log files and encourage backup of these.
Free co.za domains are dependent on 3 months of hosting with Serious.host for all packages except parking.
Free SSL certificates are issued for a 3 month period at a time with free renewals while hosting with Serious.host
The hosting industry in South Africa is driven by bandwidth. All our packages get calculated primarily based on bandwidth. Other factors such as spaces used on the disk and email usage etc. also play a smaller role. Your panel will at any time show you your totals regarding space and bandwidth. When the bandwidth gets exceeded an additional invoice will be payable on the over bandwidth usage. The rate gets published on the hosting pages on this website.
Serious.host makes use of commercially licensed email software. We maintain backups of all data for 48 hours for the purpose of Disaster Recovery only. The client is responsible for their own mail. We have no control over whether you delete mails or not. If mails are removed from the mail server it is no longer available for us to recover after 48 hours.
IMAP protocol synchronizes server mail with client devices and vice versa. When using this protocol the Emails will be available if your client device is “lost”. Replacing the client device and reconfiguring the software will resynchronize your mails again.
ADMINISTRATION SYSTEM, SELF-MANAGEMENT OF SERVICES AND WEBSITE PANEL (DirectAdmin)
Serious.host provides a service to our customers for remuneration. Our accounting system will invoice you when services need to be paid in addition to statements in order for you to see the full financial records.
The accounting system keeps key communication fields in order to Email the financial as well as notifications to the clients. It remains the client’s responsibility to keep all relevant information up-to-date.
The administrative system (client area) enables all our clients to self-manage their services at any-time. This system is currently published at https://p.netmask.host/clientarea.php (WHMCS client area) for all DirectAdmin clients.
By logging into the client area, the client understands and is responsible for their account details and ensuring that the credentials are kept secret. Many actions like registering a Domain Name has direct financial implications that the account owner becomes responsible for. The access to the above system is recommended only by selected responsible representatives of the company or organization.
Please ensure that your password for all our systems are strong and changed on a regular basis, in addition to not using those passwords on other locations.
Serious.host provides a store front with “products” that you can buy using selected payment methods. The following payment methods apply to the product categories:
1. Cheque/Credit card
SERIOUS.HOST NON-DISCLOSURE AGREEMENT
Serious.host agrees that the all the information disclosed by the client (you) including such information disclosed in writing, orally or by inspection of client’s (your) property, relating to (without limitation) the company’s prototypes, samples, technical data, trade secrets, know-how, actual and anticipated research, developments or products, product plans, services, software, inventions, processes, discoveries, formulas, architectures, concepts, ideas, designs, drawings, personnel, customers, markets, marketing plans, distribution methods, financial information, sales or programming matter, compositions, drawings, diagrams, computer programs, studies, work in process, visual demonstrations, manufacturing plans, confidential information disclosed to the company by third parties and other data, whether oral, written, evidence is now of subsequently becomes generally known or available by publication, commercial use or otherwise, through no fault of Serious.host
Serious.host agrees to use the confidential information solely for the purpose to use all possible means to maintain the confidential information in strict confidence and at least those measures that it employs for the protection of its own confidential information, but in any event not less than a reasonable degree of care to disclose confidential information only to Serious.host employees who are required to have the information to perform their duties on behalf of the client (you)
CANCELLATION AND ACCOUNT CLOSURE
We pride ourselves on customer service, so we would be grateful to know how we can better help our clients in future, so we would really love to know the reason(s) for you want to cancel your services…
If you prefer not to disclose your reasons(s), we understand and wish you the best in your journey forward.
Firstly we absolutely hate to see you leave, so if there is ANYTHING we can do to change your mind please let us know?
If not, the procedures to transfer away from us can be found below. Please follow these steps and you will be with your new provider before you know it!
PLEASE NOTE: Should you wish to simply transfer your domain without requiring a backup of your hosting services, such as website files, databases and Emails, you may jump to point 7 & 8.
- NO CONTRACTS
We have no contracts; therefore, notice is not required, however, you are required to remove your services from your Serious.host admin profile once you have migrated away. See the last point about removing your services. If you do not do this, you will keep on receiving monthly invoices, as our automated admin system will not know that your services have ended.
- MAKE YOUR BACKUPS
Back up all your files and databases. NB: You need to back up your website files, export any databases from your hosting panel and migrate your mail accounts across prior to initiating the domain transfer. The hosting panel details would have been sent to your primary technical Email. If you do not have these, log a request to [email protected] requesting this. Take note that this is not a function performed by us, it is your responsibility.
- TRANSFER YOUR CONTENT
Now that you have the backups, remove them from the servers and hand them to the new guys to load on your new home. The responsibility to transfer your content before terminating your services with us remains yours.
- SET UP YOUR SITE AND MAIL ETC WITH THE NEW PROVIDER
Your new Hosting provider needs to set up the website and database on their server along with the e-Mail accounts that you might have. e-Mails are always on the client PC or mac, even if you used IMAP, the synchronized copy is on your machine, just make sure you copy these mails to a separate file. For instance, on Microsoft Outlook, create a new datastore and just copy the mails you want to keep. It is best to get the new provider to assist you since you are migrating to a new environment that we do not manage or control. (Are you the Web Master? See below)
- REQUEST THE DOMAIN TRANSFER
Now that you have backups and your services are correctly set up with the new service provider, you should request them to transfer the domain.
- ACCEPT THE DOMAIN TRANSFER TICKET
Please note: We cannot transfer your domain away from us!
The transfer steps are as follows:
a. The new provider requests a transfer.
b. The primary owner of the domain (YOU) will then receive a mail from the domain registrar requesting you to accept or decline the transfer.
c. Accept the ticket if you want to continue to transfer away.
- Once the domain is transferred away, all services are the responsibility of the new service provider, and they will assist you on your carefree journey forward.
- NB: REMOVE YOUR SERVICES FROM Serious.host
You should now remove all your services, such as hosting from our admin system as tested previously or submit a cancellation request from within the CLIENT AREA (WHMCS) at https://p.netmask.host/clientarea.php
Please remember: If you do not remove this, you will still be invoiced by Serious.host
- ALL YOUR SERVICES AND DATA IS AUTOMATICALLY REMOVED FROM OUR SERVERS
All services and databases etc. are now removed from our servers. This is automated. It is not that we are angry with you for leaving, it is that these services take up resources like disk space, bandwidth, CPU, etc.
- Let us know if there is anything else. We are sad to see you go, but hopefully we will see you again…
- We try our absolute best to service our clients. As a professional Service Provider, we are focused on our clients, and them alone.
- Please note that it is not the responsibility of Serious.host to move your “new” customer’s data or assisting in the transfer process.
- If you do not understand how to migrate WordPress websites, Email data, SQL files etc, it is your responsibility to educate yourself.
- Please understand it is not that we do not want to support you as Web Master / Small Business, it is just that we are focused on our current clients and keeping them happy!
- As a last thought, you have just gained a new client, congratulations! From this point, you carry the responsibility of all hosting-related issues. We wish you the very best of luck as you grow your business! 🙂