01 - Policies for good use and performance of services

Congratulations on purchasing our services! We are excited to have you as part of our community. By proceeding with this choice, you have demonstrated your confidence in the quality and commitment of CRIAZI.

Resource and Email Policies

• 1.1.1. The hosting plans are not intended for use as a virtual disk. Any and all files in the storage area of ​​the website must necessarily belong to the website and be indispensable for its operation. That is, it is not allowed to use the space intended for hosting to store backups of personal files or third parties, whatever their nature.

• 1.1.2. The hosting account has a limit on inodes according to the contracted plan and each file must not exceed 50MB of storage. If this limit is exceeded, files may be deleted without prior notice and the account may be deactivated from the daily backup system.

• 1.1.3. It is forbidden or file storage of any nature (music, video, whole or excerpt book, software, TV program, images, excerpts from other sites, etc.), which is protected by Copyright Laws, even if or file file has a fundamental role in the functioning or composition of the website content, there is no permission for use and / or disclosure released by the copyright holder.

• 1.1.4. The number of domains that can be hosted is not subject to a limitation in their number, as long as all hosted domains are registered in the name of the person responsible (contracting) for the plan.

• 1.1.5. It is not allowed to use hosting to “mirror” other sites, as well as the “masking” of url / external links.

• 1.1.6. Do not archive email messages for more than 1 year (365 days).

1.2. E-mail

We have a security mechanism in our Server, whereby if within a period of 1 hour 10 messages fail or are refused, from the next sending the messages are returned. Thus, for example, incorrect addresses, greylisting, or other situations that prevent a message from being delivered, will cause that once it occurs 10 times within an hour, it will cause the rest of the messages to be returned within that same hour. the period of 1 (one) hour and carry out the shipments again.

The e-mail service, like all other server services, is in a shared environment, which means that you and several other users who are hosted on the same server make use of e-mail. Therefore, it is necessary to establish rules for the rational and democratic use of the service, so that everyone can enjoy it under appropriate conditions and with satisfactory performance.

If you do not use the service in a manner consistent with your proposal, respecting limits and principles, it will not work in the desired and necessary way for other users and, like you, everyone expects and has the right to use it under ideal conditions.

The e-mail service in shared hosting plans is an accessory service, since the main “product” is the hosting of websites and for this purpose, our servers are configured. Misuse or misuse directly affects the server and the sites hosted on it, as well as the service itself for other users. Therefore, the e-mail service is exclusively intended for daily sending. What is it? These are the messages that result from the daily life of a company or professional, such as sending quotes, responses, exchanging files, personal or business communication, consultations, etc. Submissions for many people, who deal with the same subject as newsletters, email marketing, promotions, disclosures, communications, are considered mass submissions and are not allowed.

Therefore, they follow good practices recommended in the use of the service, as well as restrictions that we want you not to ignore, so that we do not have to restrict your use of the services:

All e-mail sending will have to be respected in terms of sending quantities, we have as a policy the amount of up to 200 e-mails per hour for each “Client” domain account, that is, each domain (example: www.example. com.br) may not exceed 200 e-mails sent per hour divided into all e-mail addresses within the domain (example: so-and-so@example.com).

The use of e-mails has as main focus the Human use so the amount that a Human can send e-mails for sending and receiving information will not have any problem. Therefore, from the moment it is sent via mass e-mails, it is no longer for Human use.

Good habits

• 1.2.1. Do not set up automatic replies for all accounts, especially accounts that receive large volumes of spam or Email marketing, as this type of sending generally does not have a valid or active reply address.

• 1.2.2. Do not use the email service to forward content to large numbers of people.

• 1.2.3. Avoid addressing the same message to many recipients. Our addressing limit is 25 e-mail addresses, which is sufficient for every situation. If you need to send a message to more people, you certainly need another type of service.

• 1.2.4. Receipt and receipt confirmations are resources that should be used with moderation and common sense and, above all, when absolutely necessary. An automatic confirmation of receipt and a read confirmation, means 2 shipments of your quota. If it is not essential for the account in question, disable them.

• 1.2.5. Chains, lists, groups are not appropriate for this type of service, especially when dealing with a business or professional address. Book this type of email to your personal address.

• 1.2.6. Do not set up a domain email account as a return-path or reply-to (reply to) for very large external campaigns, otherwise the service and even your account will be jammed.

• 1.2.7. Always set up email accounts only through our tutorials, strictly following the settings indicated.

• 1.2.8. Guide all domain users on good practices.

Restrictions

• 1.2.9. The use of e-mail services for sending mass e-mail (Newsletter, communications, electronic newsletters, lists, e-mail marketing, promotions, disclosures, etc.) is not authorized, under any justification and at any frequency of sending .

• 1.2.10. The installation and use of mass mailing systems (Interspire, eMarketeer, PHP-Mailer, etc.) is not allowed. If identified, the folder in which it is installed may be blocked or the system removed or the hosting account will be subject to suspension.

• 1.2.11. Own shipping systems integrated or not to the site are also not allowed.

• 1.2.12. Resources for shipments of Nfe's, borderos, dispatches or similar, that send above 5% of the quota per hour of the account and / or with high frequency (daily), are not allowed. In these cases, one should consult the Sales Department to study a personalized plan.

• 1.2.13. Sites that use forms or any signature system with automatic response, without protection mechanisms such as captcha or equivalent, are not allowed and are subject to blocking or even suspension, in the event of exploitation with consequent massive shipments.

• 1.2.14. Sending SPAM, which is not synonymous with mass sending, is not allowed and is considered a very serious infraction. In general, any submission that does not meet 100% of CAPEM's requirements (www.capem.org.br), is classified as spam.

• 1.2.15. It is not allowed to offer, sell, rent or any form of assignment of mailing lists or mass mailing systems, using the domains hosted on our servers.

• 1.2.16. The e-mail service cannot be used for relay and can only be sent via e-mail accounts that are hosted on our servers (use our DNSs). Any submission per domain hosted by other providers is classifiable as a very serious infraction and subject to severe restrictions.

• 1.2.17. Concentrating a large volume of shipments in a short time is not allowed. Therefore, the sending of 10 (ten) or more messages in the interval of 1 (one) minute, by the same user, will be considered mass sending and subject to the application of the corresponding penalties.

• 1.2.18. The storage limit for an email account cannot exceed 1GB and each message contained in the account must not be stored for more than 1 year.

Non-compliance with email policy

Failure to comply with “good practices” does not constitute an infraction, as long as there is no impact on the shared environment. If this occurs, the preventive measures and penalties listed below may be applied, according to the degree of commitment of the service or the consequences for other users.

In the case of violations of the email policy, the following measures, restrictions or penalties may apply:

• 1.2.19. Written communication, opened by the Abuse Department, using the so-called Help Desk system.

• 1.2.20. Password change for e-mail account and cPanel.

• 1.2.21. Lowering the domain / hosting account shipping quota.

• 1.2.22. Blocking the e-mail account for a minimum period stipulated in an appropriate call.

• 1.2.23. Suspension of the hosting account for a minimum period stipulated in the appropriate call.

Domain register

The registration of national or international domains has rules and particularities depending on the registration being granted by third parties. For all domain registration, the following apply:

2.1. A domain is a concession and, therefore, its registration does not guarantee ownership over it. Annual renewal is required to extend the concession. Failure to pay the annual renewals will result in the loss of the concession.

2.2. An expired domain will be free for a new registration and can be registered by anyone else.

2.3. The registration of a domain is conditioned to its availability with the agency that grants the concession.

2.4. After registering a domain, its spelling cannot be changed.

2.5. Make sure you correctly fill in the domain that will be registered in the corresponding form on our website, as the domain will be registered exactly according to the spelling you use. CRIAZI is not responsible if you enter the domain incorrectly.

2.6. A domain that differs from another by just one letter is another domain and requires a new registration.

2.7. Domain registration promotions are linked to contracting plans and canceling the plan automatically cancels the promotion and registration of your domain.

2.8. The domain registration renewal fee can be changed according to the amounts charged by the entity granting the same and depending on the exchange rate variation, in the case of international domains.

2.9. CRIAZI Websites is not responsible for the freezing of domains registered by it, when the reason is technical or administrative of the entity granting the registration.

2.10. The impossibility of renewing the domain registration due to the non-payment of the renewal fee by the customer, exempts CRIAZI from liability for any type of loss or damage resulting from the loss of the domain concession.

2.11. After the domain expires, it may be lost. In some cases, it is possible to recover it for a restoration fee, which varies according to the extension. Consult Support for the values.

Particularities of international domains:

2.12. The whois data of a domain are provided by the respective granting bodies. The concealment of such data – where possible – will occur for an annual fee. Consult Support to know the values ​​for each domain/extension.

2.13. Failure to pay the renewal fee for an international domain by the expiration date will result in a freeze on the expiration date. Therefore, we will advance the due date of the invoice by 3 days with CRIAZI so that the domain can be renewed.

2.14. The rules for transferring the holder of international domains – when possible – are stipulated by each registration body and, therefore, the necessary procedure for each domain extension must be consulted with Support.

Backup

CRIAZI Websites maintains a complete backup system for the website, emails and other applications.

3.1. The Customer can choose to make up-to-date backups (website, e-mails, etc.) of the user's account.

3.2. It is possible to use our backup system to restore any lost data for the plans, but this is automated upon payment of a one-time fee of US$ 100 for restoring files, directories or databases. As for the complete restoration of the account, including its settings, the cost will be US$ 150. However, the accuracy or availability of the data to be restored is not guaranteed and in this case, it is just one more point of prevention. The responsibility mentioned in the topic '7.1.' above, remains with the user.

3.3. The backup is performed once a day and, therefore, the eventually restored content refers to the content that existed in the account at the time (date and time) it was generated. There is no backup generated by time.

3.4. The accuracy of restoring backups generated on servers from other providers is not CRIAZI's responsibility.

-It is not allowed to store backups of any nature and under any justification in the hosting accounts.

-There is no support for restoring the backup generated on our servers, on third-party servers;

3.5. Database backup import via phpMyAdmin is restricted to 100MB limit. Above this value, the technical person responsible for the site must split the database into smaller banks up to the aforementioned limit or use remote access tools for full import. Such a procedure is not covered by support.

Safety

Hosting plans are on shared servers, which means that your account is hosted alongside other accounts, which use the same email service, databases, FTP and all other server services, all under one reach. of IP. Therefore, everything that happens in the shared environment, direct affect or incident to all the accounts hosted therein, symbolically to the residents of a condominium who use the common area items and, for this reason, among others, the security aspects are very important.

Account and server security statuses and responsibilities:

• 4.1. The user who causes the server's IP to be blocked, either by direct actions or by negligence of any of the security protocols required to use the services, may be held responsible for adopting the necessary remedial measures resulting from the blocking. Below are some direct or indirect actions that may result in blocking the IP or server and that may cause the person responsible to adopt measures to correct the problems and compensate for losses:
  -Mass mailings (newsletters, announcements, e-mail marketing, promotions, disclosures, distribution lists, etc.);

-Sending SPAM;

-Phishing, whether voluntary or due to lack of corrective/preventive actions, such as not adopting secure passwords and using tools to ensure that the account access device is free of malware;

-Refuse to verify that the account access devices are secure;

-Access to server resources (e-mail, FTP, cPanel, ssh, etc) through networks or devices whose security cannot be guaranteed (ex: lanhouse or open/public Wi-Fi);

-Using passwords with low security standards or using the same password for different resources (ftp, cPanel, email, etc);

-Provide your access data to third parties;

• 4.2. The blocking of the IP of the mentioned server and under the conditions of the topic, will result in a fine of US$ 100.00 applied to the account that caused the blockage.
• 4.3. It is the user's responsibility to use secure passwords for all account access. So always use complex passwords, combining uppercase and lowercase letters, numbers and special characters. A good password should be at least eight (8) characters long, but fourteen (14) is recommended.
• 4.4. Whenever it is absolutely necessary to provide your password to third parties, such as our support team, please use a temporary password or change it after use.
• 4.5. Be careful when accessing any resource that requires a password (e-mail, cPanel, FTP, etc) on devices (computer, smartphone, tablet, etc) whose security you cannot guarantee, such as in a lanhouse, friends' computers or on Wi-Fi networks -Fi public.
• 4.6. Bear in mind that every device is subject to being compromised by malware (trojans, spyware, worns, etc) and therefore, frequently use good anti-malware tools to monitor and scan them for threats, as many of them are capable of password “theft”, which can be “only” from your e-mail account, but can also be from your credit card or Internet Banking.
• 4.7. Currently, sites based on free and opensource CMSs are common. Many of them have dozens and in some cases, hundreds of security flaws that allow different levels of invasion or exploitation of the account, for example, to carry out DDoS attacks. It is your responsibility to keep such applications up-to-date, as well as to apply corrections for existing flaws.
• 4.8. In the event that there are no fixes for insecure applications and the account owner is unable to make the necessary fix, the vulnerable components or applications must be removed from the account.
• 4.9. Whenever you identify or at least suspect situations that put your account at risk (website, e-mail, databases, etc.), let us know.
• 4.10. If our technical administration identifies situations that put the hosting environment at risk, we may apply measures to preserve the server, services and other users, which may include:

-Removal of content that could endanger the server or any other aspect provided for in this term;

-Change passwords for email accounts, cPanel, FTP, databases, etc;

-Request means to prove that the computer that has access to the account is free of malware, by providing logs of programs specifically intended for this purpose;

-Update of CMSs;

-Blocking account folders;

- Suspension of the hosting account;

-Removal of resources;

-Cancellation of the account;

• 4.11. Technical Support does not cover content created or altered by the user and it is the user's responsibility to adopt all necessary procedures and guarantees to keep it safe in accordance with good programming practices or correct it when vulnerability or even indications are identified.
• 4.12. Forms, registration systems and administrative area login must use protection resources, such as captcha or equivalent, as well as secure passwords. If there are signs of problems in these aspects, the measures provided for in item '4.10.' of the present chapter.
• 4.13. Although we work towards a zero failure rate, technical problems may occur with possible loss of data and therefore it is the user's responsibility to keep up-to-date backups of all data present in the account. Our backup systems are primarily intended for our data security and recovery.
• 4.14. If a situation is identified that could put the hosting environment at risk, CRIAZI may update, change or disable server services without prior notice, as it configures an emergency situation.

Update

Providing domain hosting services and everything related involves a series of technical aspects and appropriate infrastructure. As with everything related, there are precautions and situations that necessarily can or will occur and that are inevitable for us to guarantee the services:

• 5.1. There are two possibilities for updating our network servers:

-Scheduled: In these cases, CRIAZI will issue a statement addressed to the e-mail that appears in the registration. In general, it occurs at night or early morning and on weekends or holidays;

-Emergency: Occurs when software or hardware presents failures or even signs of failure, which require immediate action so that data is not lost or jeopardizes the security of the hosting environment. In this case, there is no prior notice and the necessary procedures will be adopted when it is more appropriate to the technical team or necessary;

• 5.2. Emergency Update is usually the result of some hardware or software failure. Both situations can be unpredictable and in many cases the correction as well, and therefore the time needed to restore services cannot be predicted.
• 5.3. The Update, when requested by the user, will be subject to confirmation as to its need by the technical area and, if proven, scheduled according to our availability.
• 5.4. When an Update occurs directly in the datacenter where we host our servers, prior communication will depend on whether it is scheduled by the datacenter or on an emergency basis, in which case we are exempt from prior notice.

Attendance

Technical Support, Sales and Billing are provided to assist the user in relation to various aspects in which the user encounters difficulties or has questions. Therefore, there are a series of procedures, precautions and situations that, if observed, make the support more agile and efficient.

• 6.1. The service channels available are chat, telephone and help desk, with the following hours:

-Chat: Monday to Friday, from 09:00h to 17:00h. There is no service on national holidays;

-Telephone: Monday to Friday, from 09:00h to 17:00h. There is no service on national holidays;

-Help Desk: Monday to Friday, from 9:00h to 17:00h. There is no service on national holidays, responses will be prioritized for emergency issues, such as unavailability of services. Questions that do not involve the functioning of the services may only be answered in the next shift;

• 6.2. The available service channels can be changed if necessary or according to demand.
• 6.3. All services are recorded and your information is maintained for the safety of both parties – customer and CRIAZI – even after canceling any contracted service.
• 6.4. The response time for calls is up to 24 hours on a working day, for questions of a technical nature, except if the necessary procedures or the complexity of the issue require more time or there is dependence on user information that is not contained in the call.
• 6.5. Failure to meet the deadline stipulated in the item above does not entail a fine or penalty of any nature to CRIAZI.
• 6.6. Answers are given in the order in which the call was opened. Thus, users who opened tickets before you will be assisted first, except for emergencies, such as unavailability of services.
• 6.7. When a service is unavailable, check the following points:

-If there is no financial pending associated with the service in question;

-Verify that the domain DNSs are assigned to CRIAZI, published and propagated;

-If the domain is not frozen;

-Check if the DNS zones are correctly configured;

-If there is internet connectivity from the device used;

• 6.8. Do not open two or more calls on the same subject. This procedure increases the service time instead of shortening it. In addition, important information about the issue may be contained in different calls, compromising the efficiency of the solution and the response.
• 6.9. Always provide complete and accurate information. This makes the service faster and more accurate.
• 6.10. Try to direct your doubts or difficulties to the correct department. For example, opening a ticket about payments to Technical Support will make your response take longer, as your ticket will have to be transferred to another department and will be at the end of the service queue.
• 6.11. Before resorting to any of the service channels, always check that your question is not addressed in one of our tutorials.
• 6.12. In cases where there is an opening of a call by CRIAZI regarding infractions or security issues, the maximum response time is 48 hours. Failure to interact on your part may result in partial or complete account suspension.
• 6.13. Service via chat and telephone is intended for simple questions that can be resolved in a few minutes. Occurrences that require more service time and, above all, analyzes and tests, must be handled by opening a call at the Help Desk.
• 6.14. Support provided under conditions of exception or courtesy, do not imply subsequent repetition.
• 6.15. If it is identified that any problems in the service are the result of intentional misuse or abusive practice, support may be provided under specific tariffs or even terminated.
• 6.16. It is the customer's responsibility to keep their registration updated and, above all, their e-mail address, which is CRIAZI's main means of dealing with the customer. Therefore, in the event of incorrect or outdated data, which prevent our contact with the customer, CRIAZI is automatically exempt from responsibility.
• 6.17. The customer may be asked to provide additional information in order to confirm the identity of the person responsible for the account and mainly to analyze any problem reported. When this occurs, refusal to provide such data will result in termination of support.
• 6.18. Address our attendants in an appropriate manner, use simple language, participatory posture, respecting the norms of education and respect for others. The use of rude or vulgar expressions and even the lack of respect may result in the interruption of the service.

Technical support

Technical Support is qualified to help you in a wide range of situations, as long as they are strictly related to the service we offer. It is important to know how to distinguish between what support is attributable to you and which ones you should seek external assistance or work with your own resources.

• 7.1. They are covered by CRIAZI's technical support and their attributions are:

-Ensure the proper functioning of the tools that make up the hosting service, such as cPanel (control panel) or Apache (web page display service) resources;

-Perform procedures on the server to which the user does not have access, such as customizing certain DNS zones. In this specific case, when referring to external services, the necessary information must be provided by the involved support;

-How to use the tools we offer, with the exception of CMSs that are installed via Softaculous, which is nothing more than automating the installation process of CMSs, such as Joomla or Wordpress;

-Configuration of services according to the requirements of the installed applications, noting that it is the responsibility of the user to inform such requirements and provided that it does not require the installation of services that do not make up the standard services of our shared servers;

-Provide information about features and settings of the services that are part of the servers;

-Migration of accounts, provided that the technical conditions necessary for carrying out the migration and collection of amounts previously informed for the procedure, if any, are observed;

- Clarification of doubts regarding the characteristics and functioning of the services and the server;

-Verification and correction of any errors in the services or in their settings;

• 7.2. Não coberto pelo suporte:

-Avaliação, correção ou alteração de código/programação de terceiros;

-Suporte para instalação, utilização ou configuração de serviços que fazem parte dos planos, como -exemplo, sistema de webmail;

-Análise de logs de erros do site;

-Corrigir problemas de segurança em CMSs ou outras ferramentas de terceiros;

-Remoção de conteúdo decorrente de invasão;

-Acesso remoto ao dispositivo do usuário, para configuração ou identificação de problemas locais;

-Fornecimento de logs do servidor. A sua utilização pode ser feita pela nossa equipa quando o considerarmos relevante para a resolução de determinada ocorrência, ou esclarecimento de dúvidas ou como testemunho de uma infração;

-Garantir a integridade dos dados resultantes da migração de conta de outro provedor;

-Corrigir ou reconfigurar contas e serviços associados, quando da disponibilização de dados de acesso a terceiros pelo responsável pela conta, que comprovadamente tenham alterado os padrões de serviço;

-Fornece suporte para software ou aplicativos no computador do usuário ou outro dispositivo, necessários para acessar ou usar os serviços de hospedagem;

Specials

By nature, promotions are temporary, so some important points about promotional services need to be highlighted.

• 8.1. CRIAZI may, at any time, with or without prior notice, interrupt promotions, as well as change amounts and payment conditions.
• 8.2. Services and values ​​that are not included in our website cannot be contracted in previous values ​​and conditions.
• 8.3. Each user / registration can enjoy only one promotional package, unless the conditions of the current promotion determine otherwise.
• 8.4. Users of old plans – which no longer appear on our website – may be asked to upgrade to one of the current plans due to server migration, update of plan resources or depletion of used resources.
• 8.5. Free services, linked to services that have been purchased, may be charged in the future.
• 8.6. All free services will be automatically discontinued upon cancellation of the paid service to which it is associated.
• 8.7. Promotions and free services are non-transferable, that is, they apply only to the user who originally had such benefit.

Billing and Payments