Shared Hosting
Cancellations for web site and email hosting orders will only be accepted within 7 days of the product/s being ordered.
Cancellations requests must be submitted to TPP Internet in writing. Written requests must be emailed to policy@tppinternet.com from the customer email address, or faxed on the customer’s company letterhead to 1300 792 306.
A refund will be provided, less a 10% administration charge.
Cancellations will not be accepted after the 7 day grace period; no refund will be provided for any remaining product term.
Customers that choose to purchase a Web or Email Hosting product under the recurring billing system acknowledge that the minimum contract term for such products is three months. Customers may not cancel the product within this initial contracted period. After this period, the contract is automatically renewed on a month by month basis.
Customers who choose to be billed under the recurring billing system understand that the credit card supplied on sign up will be automatically charged on the initial billing anniversary date, unless they expressly cancel the contract in writing 30 days prior.
If an automatic billing transaction is unsuccessful (for example the credit card is declined), the service will be suspended until payment is made. If successful payment is not made within 30 days of the anniversary date, the service will be cancelled and deleted from the hosting platform.
Customers will be notified by TPP Internet when bandwidth usage is approaching a products’ limit. At this time, the customer will have the opportunity to upgrade to a product with more bandwidth (if applicable), alternatively, a charge of 8c per MB of excess data traffic will be charged to the customer’s credit card. Failure to pay for excess data transfer may result in account suspension which will cause disruptions to services.
TPP Internet Web and Email Hosting customers accept responsibility for any information and materials issued over the service and indemnify TPP Internet harmless against any liability in relation to such information and material.
TPP Internet does not allow use of our network to send or originate SPAM / Unsolicited Email messages. We reserve the right to determine what violates this policy and violation may result in cancellation of services without refund.
Pornography and sex-related material and merchandising are expressly prohibited on our network. This is also true for sites that promote illegal activity of any type or content that may be damaging to our network, servers. Links to such materials are also prohibited.
You acknowledge that if we are made aware of content that is determined to be, at our discretion, unacceptable, undesirable, offensive, indecent, obscene, excessively violent or otherwise objectionable, we reserve the right to cancel a service that breaks this content policy without refund.
TPP Internet reserves the right to schedule server maintenance at any time, which may or may not affect services on the platform. TPP Internet will endeavour to perform maintenance during a time that will be least disruptive to the majority involved.
TPP Internet routinely backs up data stored on the TPP Internet servers; however, such data is not guaranteed to be stored for extended periods.
Service Level Agreement
TPP Internet is a reliable web and email hosting provider with servers based in Australia. We take every precaution to ensure that we achieve 100% web site availability for all our customers. We guarantee at least 99.9% network & hardware availability every month. In the unlikely event we are unable to meet this guarantee, a partial or full credit will be issued as follows:Availability (monthly) Credit Percentage
• 99.9% to 100% > 0%
• 98% to 99.9% > 10%
• 95% to 97.9% > 20%
• 90% to 94.9% > 30%
• 89.9% to 85% > 50%
• 84.9% or below > 100%
Credits are applied to your web hosting account, and are not refundable or redeemable for cash.
Availability is measured per calendar month, and is reset each calendar month. Credits are based on the payment for the month. For quarterly or annual paying customers the credit is applied against the calculated monthly fee for customer's payment. All credits are subject to the below exceptions and conditions of notification.
Exceptions:
• Circumstances beyond TPP Internets reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labour disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this uptime guarantee.
• Scheduled maintenance and emergency maintenance and upgrades.
• DNS issues outside the control of TPP Internet.
• Issues with FTP, POP, IMAP, or SMTP customer access.
• Issues with Plesk(Control Panel) access.
• Customer's acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., PHP, Coldfusion, .NET, HTML, etc), any negligence, wilful misconduct, or use of the Services in breach of TPP Internet Terms and Conditions.
• Email delivery and transmission.
• DNS (Domain Name Server) Propagation.
• Outages elsewhere on the Internet that hinder access to your account.
TPP Internet is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it. TPP Internet will guarantee only those areas considered under the control of TPP Internet.
Conditions of Notification:
To receive a credit you must send an email to techsupport@tppinternet.com, including the dates and times of the unavailability, along with your domain name. This must be received by TPP Internet within three (3) business days after the network outage.