Service Level Agreement (SLA)

Here at NetTek First (NT1).com we use only top quality servers, switches, and routers. This translates into great reliability and uptime. As a result, within our own server farm and facilities that are under our own control and management, we guarantee that our network will be up and functioning 100% of the time. We also have a 100% Data Center systems guarantee.

To be eligible for this SLA, your account must be in good standing. All requests for credit or refunds should must fulfill these requirements:

  • - Request must be submitted using the ticket system
  • - Request must be submitted within 7 days of the issue in question
  • - Your request must include a ticket number to reference that shows the issue being reported and acknowledged.

Terms of Service (TOS)

NetTek First (NT1).com, provides web hosting to a large number of clients. We have a responsibility to protect each client and provide the best services available. The following guidelines have been established to insure this intent is met.

NetTek First (NT1) ("The Company") agrees to furnish services to the Subscriber, subject to the following these "policies" also known as AUP (Acceptable Use Policy) and TOS (Terms of Service). From herewith in this AUP and TOS, the usage of "us", "we", "our", "ours" shall constitute reference to NetTek First (NT1), the usage of "you", "your", "they", "them" shall refer to client / customer of NetTek First (NT1).

Use of company services constitutes acceptance and agreement to the company's AUP (Acceptable Use Policy) and TOS (Terms of Service). All clients, servers, traffic, and equipment of the company are subject to this contract and terms herein. These policies may be changed from time to time at the discretion of the company. Subscriber understands that change to the by the Company shall not be grounds for early contract termination or non-payment.

Network Guarantee

We guarantee that the network will be available 100% of the time in a given month (this does not include functionality of software/services on a server), excluding scheduled maintenance. If network downtime occurs the customer will be refunded 5% of their monthly fee for every 60 minutes of downtime, up to 100% of the customer's monthly fee.

Network uptime includes functioning of all network infrastructure including routers, switches and cabling, but does not include services, daemons, software running on your server, or hardware failure on a server. Network uptime means the network itself will be up and available. In situations where a client runs a cluster or redundant server they can take advantage of the 100% uptime guarantee by eliminating a single point of failure in their hardware.

We are not responsible for outages or circumstances beyond our control that hinder access to your site or server. The following are excluded from the monthly calculation of Service Availability:

  • - Scheduled downtime or maintenance (kernel, software updates, hardware upgrades or replacement)
  • - Traffic conditions on the Internet outside our network
  • - ISP or local problems such as Browser or DNS caching
  • - DDoS, Attacks, Exploits or hacked servers
  • - An outage from an upstream facility outside of our network
  • - Interruptions or failure of individual service caused by client, their employees, client's customers, friends, or family to their service.
  • - Inaccurate installation or configuration of software by the client or non-staff, 3rd party software, client abuse or over utilization of resources.

Data Center (NOC) Guarantee

We guarantee that the critical systems, including power and HVAC, will be available 100% of the time in a given month, excluding scheduled maintenance. We will refund the customer 5% of the monthly fee for each 60 minutes of downtime (up to 100% of customer's monthly fee).

Critical systems includes functioning of all power and HVAC infrastructure including UPSs, PDUs and cabling, but does not include the power supplies on customers' servers. NOC downtime exists when a particular server is shut down due to power or heat problems and we record such a failure in the support ticket system.

Hardware Guarantee - (Dedicated Server clients only!)

We guarantee the functioning of all leased hardware components and will replace any failed component at no cost to the customer. Hardware replacement will begin once we identify the cause of the problem. Hardware replacement is guaranteed to be complete within 2 hours of problem identification. This guarantee of 2 hours does not include additional actions such as software installations, OS reinstalling, or other data or backup services. In the event that it takes us more than 2 hours to replace faulty hardware, we will refund the customer 5% of the monthly fee for each 60 minutes of downtime (up to 100% of customer's monthly fee).

Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included under the server lease.

Occasionally servers and systems must be brought down for routine maintenance and upgrades to ensure that your site will perform optimally. However, we strive to keep such service interruptions to a minimum, and, when possible, give you advance notice of scheduled any maintenance. Scheduled service outages do not qualify for this guarantee!
Additionally, this guarantee is your remedy for any unscheduled downtime of more than limits outlined above. Downtime must be confirmed by a staff member in our support system. Maximum credit given will not exceed the amount of the charge for the customer service with us. The credit will be applied to your invoice on your next due date. Downtime is measured from the time the customer records such failure in the support ticket system and until a resolution is provided in that ticket.

Disclosure:

We are not responsible for any claims resulting from the use of our service. This is also true for sites that promote any illegal activity or content that may be damaging to our servers or any other server on the Internet. Links to such materials are prohibited. The Company will only disclose subscriber information including assigned IP numbers, account history, account use, etc. to a law enforcement agent or official that provides an authentic subpoena.

Contact & Billing Information:

You must provide us with, and keep current, good contact information for you. This includes but is not limited to E-mail addresses not based on the main domain of your account and telephone contacts. Maintaining accurate and updated information with us is required. We are not responsible for any claim, damages, fees, or otherwise as a result of accounts terminated or suspended due to inaccurate or unusable contact information. Providing false contact information of any kind may result in the termination of your account.

Account Setup:

While we maintain the highest standards and try for near instant account activations this is not always possible. Certain account types such as dedicated servers, virtual private servers, and colocation services may often require a great deal of extra time to provision. We make no guarantee's in regards to the speed in which an order is completed. At times additional fraud checks or information may be needed, and the client agrees to provide said information in a timely manner. In certain cases such as dedicated or virtual private servers purchases and other high risk transactions, it may be necessary to provide government issued identification and a scan of the credit card used. If you fail to meet any requirements, the order may be canceled without notice. We will setup your account when we received payment and the order has been screened for fraud.

Account Transfers:

In certain cases where requested by the client we will transfer your data from the previous provider to our servers. This will be done with our best efforts, however, we do not guarantee the transfer process. This courtesy service is done on an as requested and as available basis. Each provider may use different software, configurations, and/or other variables which complicate or in some cases prevent a smooth transfer. We will provide free transfers when possible as long as the new environment and control panel are the same as the old host/server. We will advise you if your free move is not possible and what the rate will be if you wish us to proceed at that point. We do not guarantee the transfers will be successful, complete, or done in a certain period of time.

IP Ownership:

If we assign a Customer an Internet Protocol address for Customer's use, the right to use that Internet Protocol address shall belong only to us, and Customer shall have no right to use that Internet Protocol address except as permitted by us at our sole discretion in connection with the Services, during the term of this Agreement. We shall maintain and control ownership of all Internet Protocol numbers and addresses that may be assigned to Customer by us, and we reserve the right to change or remove any and all such Internet Protocol numbers and addresses, in its sole and absolute discretion. Our allocation of IP addresses is limited by ARIN's new policies.

Content:

You are responsible for any and all content in and under your site or account at all times. All services provided by us may be used for lawful purposes only. Transmission, storage, or presentation of any information, data or material in violation of any United States Federal, State or City law is prohibited. Use of our services to infringe upon any copyright or trademark is prohibited.

We do permit legal adult content on dedicated servers, colocation services, and VPS accounts. All other services not listed here are forbidden to store, serve, or contain any adult materials. We reserve the right to determine the definition of "adult content" as it pertains to our services.

Any material that, in our judgment, is obscene or threatening is prohibited and will be removed from our servers with or without notice. This includes but is not limited to unauthorized copying of music, books, photographs, or any other copyrighted work. We do not allow any content that may be construed as offensive or illegal including, but not limited to pirated software, bit torrents, IRC, Proxies, hacker programs/archives, copyrighted MP3's, Warez, copyrighted material, trademarks, child pornography or content perceived to be child pornography, or material protected by trade secrets and other statutes. Any site found to host perceived child pornography or linking to child pornography will be suspended immediately without notice and reported to authorities.

Threats and unlawful conduct:

You may not use our service to transmit any material (by e-mail, uploading, posting or otherwise) that threatens or encourages bodily harm or destruction of property. Use of our services to transmit any material (by e-mail, uploading, posting or otherwise) that harasses another company or individual will result in immediate and permanent termination of your account(s).

Fraud:

Use of our service to make fraudulent offers to sell or buy products, items, or services, or to advance any type of financial scam such as "pyramid schemes," "ponzi schemes," and "chain letters." Adding, removing or modifying identifying network header information in an effort to deceive or mislead is prohibited. Attempting to impersonate any person by using forged headers or other identifying information is prohibited. The use of anonymous remailers or nicknames does not constitute impersonation. Involves a knowing misrepresentation or misleading statement, writing or activity made with the intent that the person receiving it will act upon it.

Attacks and Exploits:

Any activity which affects the ability of other people or systems to use any services or other Internet services. This includes "denial of service" (DOS) attacks against another network host or individual user. Interference with or disruption of other network users, services or equipment is prohibited. It is the client's responsibility to ensure that their server is configured in a secure manner. A client may not, through action or inaction, allow others to use their network for illegal or inappropriate actions. Unauthorized entry and/or use of another company and/or individual's computer system will result in immediate account termination. We will not tolerate any subscriber attempting to access the accounts of others, or penetrate security measures of other systems.

Commercial Advertising Email aka (SPAM) : Spamming, or the sending of unsolicited email, from one of our servers or using an email address that is maintained by us is STRICTLY prohibited and will qualify your site for immediate deactivation with no refund.

Sites advertised via SPAM (Spamvertised) are not permitted on our network. This includes, but is not limited to SPAM sent via fax, email, instant messaging, or usenet/newsgroups. Any account which results in our IP space being blacklisted will be immediately terminated.
We will be the sole arbiter as to what constitutes a violation of this provision. Additionally claims investigated by us about spam from any of our users or users of theirs, will be billed for such work. The clean up fee for such an instance will be determined by NetTek First (NT1) and usually no less than $500 per incident.

Billing and Payments:

Subsequent payments are due on the anniversary date of the month for that month's service. You agree that until and unless you notify us using the proper cancellation form for all services received, those services are considered active, billable, and will be billed on a recurring basis. It costs us on an ongoing basis to provision space, power, bandwidth for services of our clients. We continue to provision those services for your use until you cancel with us therefore we will not know nor care if you are not using the space after we have provisioned it.
Accounts not paid by due date are subject to a late fee of $7.50 (seven dollars and fifty cent USD) plus 10% (ten percent) interest of the past due amount. Service will be interrupted on accounts that are 5 days past due. Service interrupted for nonpayment will remain disconnected until the account balance or contract term is paid in full. Service will be terminated on accounts that are 15 days past due.
All credit card accounts will be automatically billed on their anniversary date of the initial order. We are not responsible for any fees accessed on the client by their bank as a result of the client's account being invoiced. NetTek First (NT1) reserves the right to change pricing terms on any accounts and services at anytime. We will never increase an existing clients account plan pricing.

Domain Registrations:

You are also requesting us to register your site for you when selecting "new domain" in the order form of our site. We will use aletianic.com to register such services for you on your behalf and ensure the correct name servers are used saving you time and money. All domain registrations are NON-REFUNDABLE. For free domain offers we will transfer domains only after the money back guarantee period has ended.

Disputes and Failure to Pay:

All overcharges or billing disputes must be reported within 30 days of the time the dispute occurred. If you dispute a charge to your credit card issuer that, in NetTek First (NT1)'s sole discretion is a valid charge under the provisions of the TOS and /or AUP, you agree to pay an "Administrative Fee" of not less than $50. The Company may temporarily deny service or terminate this Agreement upon the failure of Subscriber to pay charges when due. Such termination or denial will not relieve Subscriber of responsibility for the payment of all accrued charges, plus reasonable interest and any collection fees.

Refunds:

Domain name registrations are non-refundable. Refunds or returns are for credit only unless you qualify for the money back guarantee. We will process and apply credits or refunds within 30 days of submission. Plans with terms other than monthly are not refundable after the money back guarantee period. Colocation, Dedicated server, and payments other than monthly payments are NONREFUNDABLE. For monthly plans outside of the money back guarantee period we reserve the right to refund a prorated amount or no refund at all.

Cancellation:

All cancellations must be sent using the cancellation form in the support center. While there are no cancellation fees, you must cancel prior to your next billing cycle. Payments made up to your cancellation date are not refundable unless you're canceling within the 30 money back guarantee period less any setup provisioning fees. This does not include any added support or service fees you have contracted us to provide.
You are obligated to pay for your account even if you do not use it. Because we have provisioned services and provided you with details you have the ability to use your account. An unused account still uses system resources that could be used for other customers.
If you have a past-due balance on your account it must be paid in full before we will close out the account. .
If we have to close your account for nonpayment the remaining balance will be sent to a collection attorney plus additional fees for the collection service. If our internal collection efforts fail, we reserve the right to turn the account over to a 3rd-party (either collections agency or attorney) for further action. We reserve the right to report your unpaid balance to credit reporting agencies. Unpaid invoices may effect your credit rating.
If client disputes justified charges by provider on his credit card (chargeback), provider has the right to charge a $25 administration fee in addition to late fees, chargeback fees, bank fees, and immediately discontinue service. We do not offer refunds for services after the initial thirty (30) days of service.

Programs:

We do not allow programs to run continually in the background of shared hosting servers. You can run any legal daemons on your own VPS or Dedicated server except for IRC and Proxy services. This is to minimize system resources used and operational maintenance needed. IRC: We DO NOT allow IRC or IRC bots on our network. Proxy: We DO NOT allow proxy services on our network.

Resource Usage:
If our system administrators determine that a customer's account is utilizing an unacceptable amount of system resources, we may temporarily deactivate the account in question to preserve server integrity for other users. We may contact the client to offer alternative solutions for their accounts and make our best attempt to keep their account active without degradation to other clients services. The Company is the sole arbiter as to what constitutes a violation of this provision. Clients will not use more than 30% of a systems resources for longer than 1 minute or more than 55,000 inodes on any single account.
You may not use your shared or semi-dedicated accounts for file storage of other accounts, backups, storing backups of dvd's, mp3's, or any files larger than 150MB. Large and plentiful files used in this manner on an active system can cause file system corruption and lead to not just your own data loss but that of others.
You may not send more than 1000 emails per hour on your shared, or semi-dedicated accounts. Any emails over that limit will be discarded. You may batch the emails to stay within limits. Other accounts types such as VPS and Dedicated servers are exempt from this limit.

Back-ups and Data Loss:
We perform daily backups on all of our servers to ensure critical files are never lost. Our server software does create daily backups for users sites that you may download on your own, we do not restore a file any user has accidentally deleted or modified. The back-up restoration is for emergency procedures only. You are advised to backup all of your own files to your local drive. If we do have backups available for your files that you need restored, and if we have the ability and time to restore the file(s), there will be a fee for restoring the files. We are not responsible for lost data, time, income or any other resource due to faulty backups or non-existent back-ups. Backup restoration is NOT a fast process. Due to the volume of data being stored, compression, and network file transfers, decompression, restoration, integrity checks, and other variables, the restoration process of large nodes can sometimes take several days. We highly encourage everyone to purchase their own separate managed backups from one of our backup plans if your site or data is critical to your business or livelihood.

Server abuse:
Any attempts to undermine or cause harm to any Company server or customer of ours is strictly prohibited. We hold no responsibility for the use of our clients' accounts. Any account the abuses resources and actions are not taken to desist, calls for immediate deactivation without any refund of payments made thus far. Any site using what we deem to be using excessive cpu cycles or any resources that cause strain to other sites may also be offered new terms. Use of our service to access, or to attempt to access, the accounts of others, or to penetrate, or attempt to penetrate, security measures of our or another entity's computer software or hardware, electronic communications system, or telecommunications system.

Security:
You are responsible for any misuse of your account, even if the inappropriate activity was committed by a friend, family member, guest or employee. Therefore, you must take steps to ensure that others do not gain unauthorized access to your account. In addition, you may not use your account to breach security of another account or attempt to gain unauthorized access to another network or server. Sharing your password and account access with unauthorized users is prohibited and you will be held responsible for such use. Attempting to obtain another user's account password is strictly prohibited, and may result in termination of service. You may not attempt to circumvent user authentication or security of any host, network or account. Users who violate systems or network security may incur criminal or civil liability. We will cooperate fully with investigations of violations of systems or network security at other sites, including cooperating with law enforcement authorities in the investigation of suspected criminal violations.

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

Liability and Warranty:
We are not responsible for any damages you or your business may suffer. We do not make implied or written warranties for any of our services. This includes loss of data resulting from delays, non-deliveries, wrong delivery, any and all service interruptions regardless of cause. The client acknowledges that the service provided is of such a nature that service can be interrupted for many reasons other than the negligence of the company and that damages resulting from any interruption of service are difficult to ascertain. Therefore, client agrees that the company shall not be liable for any damages arising from such causes. You further acknowledge that the company's liability for its own negligence may not in any event exceed an amount equivalent to charges payable by the client for services during the period damages occurred. In no event shall the company be liable for any special or consequential damages, loss or injury.
Idemnification:
Client agrees to defend, indemnify, and hold NetTek First (NT1) harmless from any and all demands, liabilities, losses, costs and claims, including reasonable attorney's fees asserted against us, our agents, our customers, officers and employees, that may arise or result from any service provided or performed or agreed to be performed or any product sold by customer, our agents, employees or assigns.
Governing Law:
This Agreement will be governed by and construed in accordance with the laws of Texas, without regard to the principles of conflicts of law. The language of this Agreement shall be deemed to be the result of negotiation among the parties and their respective counsel and shall not be construed strictly for or against any party. Each party (i) agrees that any action arising out of or in connection with this Agreement shall be brought solely in courts of the State of Texas, in , or the United States District Court for the State of Texas, (ii) hereby consents to the jurisdiction of the courts of the State of Texas and the United States District Court for the State of Texas, and (iii) agrees that, whenever a party is requested to execute one or more documents evidencing such consent, it shall do so immediately.
Modifications:
These terms may be modified at any time with notice. All users are always subject to the newest terms posted here at all times. It is the end users responsibility to be aware of the latest terms of service and other policies at all time. It is our responsibility to provide these policies in a ready and readable form. We will, when possible, elect to notify clients of updates or changes to our policies in various mediums available including but not limited to; email, forums, ticket systems, and chats.
We reserve the right to revise, amend, or modify this AUP/TOS and our other policies and agreements at any time and in any manner. If any terms or conditions are failed to be followed the account in question will be automatically deactivated.
Notice of any revision, amendment, or modification will be posted in accordance with these policies.

 

Privacy Policy

For each visitor to our Web page, our Web server automatically recognizes only the consumer's domain name, but not the e-mail address (where possible). We collect only the domain name, but not the e-mail address of visitors to our Web page, the e-mail addresses of those who post messages to our bulletin board, the e-mail addresses of those who communicate with us via e-mail, aggregate information on what pages consumers access or visit. The information we collect is used for internal review and is then discarded, not shared with other organizations for commercial purposes.

With respect to cookies: We use cookies to record session information, such as items that consumers add to their shopping cart, customize Web page content based on visitors' browser type or other information that the visitor sends. If you do not want to receive e-mail from us in the future, please let us know by sending us e-mail at the above address.

With respect to Ad Servers: We do not partner with or have special relationships with any ad server companies. From time to time, we may use customer information for new, unanticipated uses not previously disclosed in our privacy notice. If our information practices change at some time in the future we will post the policy changes to our Web site to notify you of these changes and provide you with the ability to opt out of these new uses. If you are concerned about how your information is used, you should check back at our Web site periodically. Consumers can have this information corrected by or using their control panel.

With respect to security: We always use industry-standard encryption technologies when transferring and receiving consumer data exchanged with our site. When we transfer and receive certain types of sensitive information such as financial or health information, we redirect visitors to a secure server and notify visitors through a pop-up screen on our site. We have appropriate security measures in place in our physical facilities to protect against the loss, misuse or alteration of information that we have collected from you at our site.

If you feel that this site is not following its stated information policy, you may contact state or local chapters of the Better Business Bureau.

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