Terms and Conditions for Cybersecurity, Hosting, and Cloud Services

Basic and common provisions

These Terms and Conditions for WEDOS Cybersecurity, Hosting, and Cloud Services (hereinafter referred to as the "KHCS Terms and Conditions") are part of the "General Terms and Conditions for Services Provided by WEDOS, a.s." (hereinafter referred to as the "GTC").
The application of these KHCS Terms and Conditions takes precedence over the application of the General Terms and Conditions (GTC).
KHCS mainly includes the following services: web hosting (including NoLimit, Miniweb, and specialized CMS hosting), mail hosting, WEDOS WebSite, WMS service, WEDOS Global service, WEDOS Microservices service, server hosting (virtual and dedicated servers), and WEDOS Disk service. Cloud services mainly include the WEDOS CD service and the WEDOS Cloud service. The boundaries between hosting and cloud services may overlap. Any service from the offer is provided in the scope according to the selected service option and according to the current offer of the Operator.
Details, technical specifications, and specific limitations of individual types of services are always listed on the Operator's website.
Web hostingis the provision of space on the Operator's web servers for the operation of websites on a second-level or third-level domain, possibly with support for email accounts (so-called mail hosting) for the relevant domain and possibly with database support. This primarily involves shared web hosting and the sharing of resources by multiple users simultaneously. This service includes, for example, various versions of web hosting (NoLimit, NoLimit Extra, Miniweb, or various specialized CMS hosting).
Mail hostingis the provision of mailbox services for the relevant second- or third-level domain. Mail hosting can be ordered separately or as part of one of the services listed here.
The WEDOS WMS (Webhosting Managed Server) service is a special form of web hosting, which is not shared web hosting, but web hosting with dedicated parameters for each customer. Mail hosting can be included in the service.
The WEDOS WebSite serviceis a service that includes a limited version of web hosting (with limited parameters) and, at the same time, the rental of an online website editor that is used for the simple creation, editing, and management of simple websites. The website editor contains various pre-designed templates, blocks, and components that Customers can use to create their own websites.
The WEDOS GLobal serviceis a set of services using the so-called anycast solution, where individual sub-services are repeatedly distributed around the world in various numbers of copies. The service is very dynamic and the geographical distribution of the service can vary greatly and change dynamically on an ongoing basis. The service includes individual sub-services based on anycast technology. These include, for example, DNS, traffic filtering, IDS/IPS protection, DDoS protection, proxy servers, CDN, and VPN. The scope of these services may be dynamically changed over time according to the Operator's current offer. The customer can choose only certain services that they are interested in.
The WEDOS MicroServices serviceis a service rental based on Kubernetes or a similar service. It primarily involves the rental of various services according to the Operator's current offer. The scope of these services may be dynamically changed over time according to the Operator's current offer. The customer can choose only certain services that they are interested in.
Virtual servers isthe rental of virtual servers. Virtual servers refer to server operation in a virtualization environment, where part of the Operator's server is reserved for running the Customer's virtual server.
Dedicated serversare the rental of a physical – dedicated (reserved) server for a specific Customer.
The WEDOS Cloud serviceis a cloud service that includes the rental of a set of virtual servers that are managed by the Customer and are reserved for running the Customer's services. The Customer is allowed to create their own virtual environment, including virtual servers, virtual networks, their own virtual data centers, and combinations thereof.
The WEDOS Disk serviceis the rental of disk space on the Operator's servers for the purpose of private file storage, in particular backup.
The WEDOS CD serviceis a rental of a complex of services based on NextCloud technology and, where applicable, other related or similar technologies. The solution provides space for private file storage, including a comprehensive office suite and office solutions that can be used as a complete backup environment.
The contractual relationship continues even after the Customer moves their applications, websites, and other data to another operator and stops using the Operator's services. In such a case, the Customer must properly terminate the service by filling out the termination form on the customer center website or by filling out the contact form, whereby they are required to properly authenticate themselves.
Access data (username and password) are sent to the Customer's email address specified in the subscriber data when the service is set up. If the password is forgotten, it cannot be resent to the Customer because the Operator does not store it in its databases for security reasons. In such a case, the Customer must set a new password on the Customer Center website or by sending an authorized request via the contact form.
The operator declares that it complies with all necessary legal regulations for the operation of the services offered. The operator declares that it is regularly inspected by the relevant state authorities. The operator declares that regular audits are carried out in various forms (e.g., security, ISO, financial).

Web hosting

Web hosting includes the operation of websites for second-level or third-level domains on the Operator's server. The customer is allocated space on the web server where they can place their websites. The server runs on the Linux operating system, and various technologies can be used, such as PHP, depending on the selected service or its variant. The size of the selected space varies depending on the variant chosen by the customer.
Depending on the selected service option, web hosting may also include the operation of email services (mail hosting) for the relevant domain.
Depending on the selected service option, web hosting may also include the option to order one or more databases. Their number and type are not limited, but the total space occupied is limited. The parameters may vary for different service options in accordance with the current service offering listed on the Operator's website.
Web hosting services are operated on shared servers, i.e., servers that host services for multiple customers. This may result in reduced availability and speed of services due to increased server load from other customers. The operator does not guarantee the speed of web hosting services. If the customer has higher requirements, it is recommended to switch to another hosting service option (WMS, WEDOS Cloud, Microservices, virtual or dedicated servers).
The space for websites is unlimited in some variants. In such cases, however, it may only be used to store data that does not conflict with the "Exclusion from Operation" section of the general terms and conditions. If the Customer purchases a hosting option with unlimited space, only files that are necessary for the operation of the website and the presentation of data and that are linked to from this website may be stored on the website.
Web hosting does not serve as backup or storage space, but only for the operation of public websites. The Operator offers other services for backup (such as WEDOS CD or WEDOS Disk). The entire website must be located and operated from the Operator's servers; web hosting cannot be used, for example, only as storage for downloadable files. The Operator is entitled to delete files whose location on the website is not justified in the Operator's opinion.
If the limit of occupied space in the databases is exceeded, the Customer will be asked by the Operator to remedy the situation. The Customer is obliged to reduce the size of the occupied space or agree with the Operator on the conditions for increasing this space. If the Customer continues to exceed the permitted limits, the Operator is entitled to suspend the service.
The Operator reserves the right to operate only those versions of technologies (PHP, MySQL, etc.) that it considers secure and that do not significantly affect the operation of other customers. If a version can no longer be operated safely, the Operator reserves the right to terminate its further provision. If the Operator offers older versions of technologies for which security and maintenance updates are no longer released, the Customer is obliged to modify their scripts so that security holes cannot be exploited or the operation of other customers restricted.
The Operator reserves the right to restrict certain functions of technologies (PHP, MySQL, etc.) in such a way that security cannot be compromised or the operation of services for other customers significantly affected. Such restrictions may be imposed at any time at the Operator's discretion, but the Operator must contact the customer by email within 24 hours. All restrictions and the current status of technology configuration can be found on the Operator's website.
The Operator reserves the right to offer new versions of technologies (PHP, MySQL, etc.) only when it deems it appropriate for security and operational reasons and the new version has undergone sufficient testing by the Operator.

Hosting WP

Hosting WP zahrnuje provoz redakčního systému WordPress pro doménu 2. úrovně nebo 3. úrovně na serveru Provozovatele. Zákazníkovi je vyhrazen prostor na WWW serveru s předinstalovaným WordPressem. Server běží na operačním systému Linux s technologií LiteSpeed. Velikost vybraného prostoru se může lišit dle vybrané varianty služby.
Hosting WP může, dle zvolené varianty služby, zahrnovat též provoz e-mailových služeb (mailhosting) pro příslušnou doménu.
Hosting WP zahrnuje vždy právě jednu databázi, a to bez ohledu na variantu služby.
Služby Hosting WP jsou provozovány na sdílených serverech, tj. na takových, kde se nachází zároveň služby pro více zákazníků. Může tak docházet ke zhoršení dostupnosti a rychlosti služeb z důvodu většího vytížení serveru jinými zákazníky. Provozovatel rychlost webhostingových služeb nijak negarantuje. Jestliže má zákazník vyšší požadavky, doporučuje se přejít na jinou variantu hostingových služeb (WMS, virtuální či dedikovaný server).
The space for websites is unlimited in some variants. In such cases, however, it may only be used to store data that does not conflict with the "Exclusion from Operation" section of the general terms and conditions. If the Customer purchases a hosting option with unlimited space, only files that are necessary for the operation of the website and the presentation of data and that are linked to from this website may be stored on the website.
Hosting WP neslouží jako zálohovací či odkládací prostor, ale pouze pro provoz veřejných WWW prezentací, pro zálohování nabízí Provozovatel jiné služby (například WEDOS Disk). Celý web musí být umístěn a provozován ze serverů Provozovatele, Hosting WP nelze použít např. jen jako úložiště pro soubory ke stažení. Soubory, jejichž umístění v prostoru webu není dle názoru Provozovatele opodstatněné, je Provozovatel oprávněn smazat.
If the limit of occupied space in the databases is exceeded, the Customer will be asked by the Operator to remedy the situation. The Customer is obliged to reduce the size of the occupied space or agree with the Operator on the conditions for increasing this space. If the Customer continues to exceed the permitted limits, the Operator is entitled to suspend the service.
The Operator reserves the right to operate only those versions of technologies (PHP, MySQL, etc.) that it considers secure and that do not significantly affect the operation of other customers. If a version can no longer be operated safely, the Operator reserves the right to terminate its further provision. If the Operator offers older versions of technologies for which security and maintenance updates are no longer released, the Customer is obliged to modify their scripts so that security holes cannot be exploited or the operation of other customers restricted.
The Operator reserves the right to restrict certain functions of technologies (PHP, MySQL, etc.) in such a way that security cannot be compromised or the operation of services for other customers significantly affected. Such restrictions may be imposed at any time at the Operator's discretion, but the Operator must contact the customer by email within 24 hours. All restrictions and the current status of technology configuration can be found on the Operator's website.
The Operator reserves the right to offer new versions of technologies (PHP, MySQL, etc.) only when it deems it appropriate for security and operational reasons and the new version has undergone sufficient testing by the Operator.

Mail hosting

The above Webhosting terms and conditions shall apply mutatis mutandis to the mailhosting service. Mailhosting is a service that includes the operation of a mail server and mailboxes for the Customer's selected domain. The Customer is allocated space on the email server, where the Customer can create individual email accounts and access them via a web interface or using POP and IMAP protocols, and can also send emails using the SMTP protocol.
The number of email accounts is not limited (for most service options), but the total space occupied by emails is limited in accordance with the selected service option.
Mail hosting can be offered and activated separately, but also as part of other hosting or cloud services, or as an add-on service to hosting and cloud services.
The Operator notes that the receipt of emails intended for the Customer, or emails sent by the Customer to third parties, is not guaranteed due to the nature of the service. Delivery and speed of delivery cannot be guaranteed. The Operator will do its utmost to deliver or receive the Customer's email messages.
If the storage space limit for email services is exceeded, the Customer will not be able to receive any further email messages (messages will be rejected by the email server).
The operator is not responsible for the name chosen for part or all of the email address, both in terms of property rights, violation of laws, violation of good morals, as well as reduced deliverability of email messages due to incompatibilities, errors, and filters.

WMS (Web Hosting Managed Server)

The WEDOS WMS service includes dedicated performance (according to the option selected in the order) for an unlimited number of separate websites and databases. All under our management and administration.
The WMS service is designed as an interface for managing separate web hosting accounts, to which the Customer assigns hardware resources (server performance) as they see fit. If necessary, they can also perform individual PHP settings (script runtime or number of processes, etc.) and web server settings. SFTP is also available for simplified management, and the Operator is preparing SSH access for the future.
The service is based on Kubernetes technology, and the offer may vary depending on the currently available options.

Website

The WEDOS WebSite service is a simple Drag & Drop editor used to create simple websites and edit them in the future. It is a rental of the editor as a service. It is not a sale or rental of software, etc.
The service includes the rental of pre-prepared templates, blocks, and components.
The Operator is not responsible for any errors in the editor. The editor function may be temporarily taken out of service without affecting the functionality of the Customer's website. Downtime or failure of the editor does not count towards the availability guarantee under this agreement and is not subject to compensation.
The service also includes web hosting for the website and, for selected options, the operation of email accounts with your own domain. The range of options is based on the current price list.
The customer understands that all data may be distributed via a CDN and that individual website components (such as images and CSS styles) may be distributed to the internet from a single central URL for all websites operated on the WebSite service.
The customer is fully responsible for the content of the created website, including texts, multimedia, and scripts, especially with regard to the rights of third parties. By publishing the website and placing files, texts, and scripts on the Operator's servers, the customer undertakes that they have the consent of any third parties to the extent that they are used on the created website.
If the Customer uses technologies subject to the GDPR (user tracking, personal data collection, etc.) on the website, they are obliged to proceed in accordance with the GDPR.

WEDOS Global

The WEDOS Global service includes a set of various services that are based on and operated using anycast technology. These include, for example: DDoS protection, IPS/IDS protection, anycast DNS, anycast reverse proxy, anycast CACHE server, anycast CDN, and anycast VPN.
The service is operated in so-called POPs, which are individual separate functional points located in various parts of the world, entirely at the discretion of the Operator and its operational and functional needs and requirements.
The range of individual services included under WEDOS Global may be changed in the future by offering new services or, conversely, by removing certain services from the range. The current range is described on the Operator's website.
Due to the technology used, there is the possibility of different uses and individual parameter settings in different geographical locations. The settings are made by the Operator, or in exceptional cases by the Customer, when the service allows it and the settings are available in the customer administration.
When using Customer data storage (including temporary storage) in a specific country where the POP (a specific functional part of the WEDOS Global service) is located, the Customer is obliged to comply with local laws.
In the event of large-scale cyber attacks via a specific POP, the Operator is entitled to shut down this POP for the necessary period of time.
Services that can be used to conceal identity (Anycast VPN, etc.) may not be used by customers in violation of the laws of the country where the POP is located.

WEDOS MicroServices

It is a service rental based on Kubernetes or a similar service. Primarily, it involves renting services according to the Operator's current offer.
The operator is responsible for the operation of the virtualization platform (containers) and the entire environment, but is not responsible for the operation of individual services, particularly due to software errors or malfunctions.
The Customer is responsible for setting up the selected services, configuring them, and operating the software tools. These are separate applications, and the Operator does not have access to the settings of the Customer's individual services.
The operator is not responsible for the currency of the versions of the applications offered, or for their security.
The Operator reserves the right to offer new versions of the application only when it deems it appropriate for security and operational reasons and the new version has undergone sufficient testing by the Operator.
The operator reserves the right to determine the minimum parameters for running the application.
The operator reserves the right to remove the application from the offer and terminate or suspend its operation if it poses security risks, overloads servers or other hardware resources, or otherwise interferes with the normal operation of WEDOS MicroServices. In this case, the customer is entitled to a pro-rata refund.

Virtual servers

The virtual server service only includes the operation of the relevant virtual (virtualized) hardware and ensuring connectivity to the Internet. This service does not include the operation of any software or other services. The Customer installs and configures the software on the server themselves, or the Operator does so for a fee according to the current price list.
The Operator is responsible for the functionality of virtual servers in terms of hardware. In the event of a failure, the Operator is obliged to replace the faulty hardware component or the entire device within 4 hours of locating the problem. This time can be reduced by paying for an additional service according to the current price list. If the Operator fails to repair the hardware failure within the agreed time, the Customer is entitled to 1 month of free service. Localization of the failure means the determination of the exact cause of the problem by the Operator's technician.
The Operator is not responsible for the functionality of the software on the virtual server and its correct configuration (with the exception of software that directly provides virtualization of the virtual server hardware). The Customer or the Operator, for a fee according to the current price list, is responsible for the operating system on the server and all other software components and data.
The Operator does not monitor the functionality of the virtual server (with the exception of the virtualization environment itself and the physical hardware). The Customer is obliged to ensure any monitoring of functionality, status, and availability themselves. Similarly, it is their responsibility to identify any hardware malfunctions and report them to the Operator.
Each virtual server is assigned one fixed public IP address, or additional addresses for an extra charge according to the current price list, which the customer can use on the server.
The customer is prohibited from using other IP addresses that have not been assigned to them by the Provider, or from otherwise attempting to disrupt or overload the Operator's network communication or the network itself. In the event of unauthorized use of an IP address, the Operator is entitled to immediately disconnect the server from the network.
Virtual servers are operated on shared servers, i.e., servers that host services for multiple customers. This may result in reduced availability and speed of services due to increased server load from other customers. The operator does not guarantee the speed of services. If the Customer has higher requirements, it is recommended to switch to dedicated servers.
The disk space of the virtual server also includes the space occupied by the operating system itself and other software installed on the server.
The Customer is obliged to have their virtual server set up in such a way that, in the event of a planned or unplanned restart, all necessary applications and services on the server are started correctly. The Operator is not responsible for any problems or damage caused by incorrect startup of applications or services or incorrect configuration on the Customer's server.

Dedicated servers

The above conditions for virtual servers shall apply mutatis mutandis to the operation of dedicated servers.
The operator shall only provide original firmware supplied by the manufacturer or authorized distributor for the specific server model.

WEDOS Cloud

WEDOS Cloud is a professional service based on IaaS (Infrastructure as a Service). It is designed for demanding users who are looking for the best infrastructure for their own cloud data center. The terms and conditions applicable to virtual servers apply to the WEDOS Cloud service.
The WEDOS Cloud service only includes the operation of the relevant virtual or physical hardware and ensuring connectivity to the Internet. This service does not include the operation of any software or other services. The Customer installs and configures the software on the server themselves, or the Operator does so for a fee according to the current price list.
The WEDOS Cloud service allows the creation of an "unlimited" number of virtual servers (hereinafter referred to as VM or VMs) within a single service, as well as resizing – virtual servers with the option to change CPU and RAM settings, which the Customer can increase or decrease at any time (requires restarting the VM), in most cases disk resizing, distribution of purchased capacities (RAM, CPU, HDD) among individual VMs according to customer needs with the possibility of dynamic changes according to customer needs, division of CPU into virtual CPUs on individual VMs, the possibility of purchasing up to hundreds (or thousands) of CPU threads for one service. A detailed offer in its current form is available on the Operator's website.
Customers can combine WEDOS Public Cloud with their current Private Cloud.
An API is provided for the service.

WEDOS CD

is the rental of a complex of services based on NextCloud technology and, where applicable, other related or similar technologies. The solution provides space for private file storage, including a comprehensive office suite and office solutions that can be used as a complete backup environment.
The operator is responsible for the operation of the WEDOS CD service, specifically for the operation of the hardware and connection to the Internet. The operator is only responsible for the functionality of the basic Nextcloud software and for the ability to log into the basic interface.
Customers may use various applications. The range of these applications may vary and change over time. The operator is not responsible for incorrect settings of individual applications or for errors in individual applications offered by the service.

WEDOS Disk

The WEDOS Disk service includes the rental of disk space on the Operator's servers for the purpose of private file storage. Disk space is accessed via several protocols for sharing and working with files; details are provided in the current service specification on the Operator's website.
Disk space is intended solely for the Customer's own use. It may not be used for public storage, sharing, or downloading of files. In particular, the Customer is prohibited from publicly disclosing access data to the space or links to files in this disk space.
The WEDOS Disk service does not include any scripting or programming technologies. It is merely a static location for files in rented disk space.
Disk space has a fixed size and a fixed maximum number of files that can be stored, depending on the selected service option. Everything that the Customer places in the disk space is counted towards this space and number of files, including any additional data and files that are necessary for the operation of the service. If the total space or maximum number of files is exhausted, the Customer will not be able to upload any more files.
The WEDOS Disk service is operated on shared servers and disk arrays, i.e., those that host services for multiple customers. This may result in reduced availability and speed of services due to increased server or disk array load from other customers. The operator does not guarantee the speed of these services.
The Provider only offers general information and instructions on how to connect disk space to the client's computer. The configuration of the client side and the resolution of any connection issues not caused by the Operator are entirely the responsibility of the Customer.
The WEDOS Disk service is provided free of charge with some hosting services. If the relevant hosting service is suspended or canceled, the corresponding WEDOS Disk service is also suspended or canceled (including the possible complete deletion of data on the disk space without the possibility of subsequent recovery).

Sending email messages

It is prohibited to use Webhosting, WMS, and Mailhosting services for mass mailing of any e-mail messages, regardless of whether they are requested or not (even requested newsletters, etc. cannot be sent).
When using other hosting services provided by the Operator (VPS, Dedicated Server, etc.) for mass mailing, the following conditions must be met:
– messages must be requested, i.e., recipients must be aware that they have subscribed to receive these messages.
– messages must be sent in reasonable quantities.
– messages must be sent in batches that do not cause excessive load on the infrastructure.
– the message must include instructions on how to unsubscribe, and the sender must accept and respect unsubscribe requests.
– All email addresses to which the email message is sent must be obtained, stored, and administered in accordance with the GDPR.
– All email messages sent must be fully compliant with the GDPR.
Upon request, the Customer is obliged to provide the Operator with information regarding the mass mailing:
– how the recipients' email addresses are obtained and how consent to receive mailings is obtained.
– what messages are sent.
– how often messages are sent.
– in what quantity they are sent (total number, sending speed).
– any other information as requested by the Operator.
If the Customer sends e-mail messages in violation of these rules or fails to provide the Operator with the required information, the Operator is entitled to block the sending of e-mail messages to the Customer. If the Operator has reasonable suspicion of unauthorized mass mailing by the Customer (spam messages), the Operator has the right to immediately suspend the Customer's services and cancel them without compensation.
The Webhosting, WMS, and Mailhosting services allow you to send a maximum number of email messages per day, as specified by the limit for the given service. Sending is governed by the following conditions: – if the limit is exceeded, sending is rejected and the messages are discarded – sending limits via SMTP and the PHP mail() function of Webhosting and WMS services are calculated separately – limits are reset at 0:00 CEST.
Individual restrictions on sending messages may be increased for the Customer upon agreement with the Operator. The Operator has full discretion in assessing the legitimacy of such a request.
The operator is not liable for any damage caused by the inability to send email messages after exceeding the specified limits.
If the Customer sends email messages in violation of these rules or fails to provide the Operator with the required information, the Operator is entitled to completely block the sending of email messages to the Customer.

Customer support

Customer support may be provided for services to the extent specified in the selected service option or, where applicable, in the selected form (and scope) of purchased support. For some services, customer support is not provided at all, even for an additional fee.
Customer support, depending on the selected option, may be provided, for example, through tickets, chat, telephone, email communication, or by using the contact form on the Operator's website, or by other appropriate means agreed upon by the Operator and the Customer.
Support is provided during the time period specified on the Provider's website in the description of the relevant service or form (and scope) of paid support that the Customer selects and pays for. Outside this period, only technical supervision and troubleshooting of service failures are provided.
In the event of a malfunction or technical problem on the part of the Operator, technicians will respond immediately at any time of the day or night (within 10 minutes of the problem being detected at the latest). Any interventions will be carried out in the order determined by the Operator at its own discretion, in particular with regard to the number of customers affected.
Requests beyond basic customer support (non-standard technical or commercial tasks, technical or programming interventions) are not handled by support staff and are not dealt with immediately – such requests are forwarded to technicians or sales representatives and are usually handled within one business day, but this is not guaranteed and some requests may take longer. Paid technical support is provided only if human resources are available and after prior agreement and for a pre-agreed fee.
The scope of customer support provided for individual services is always specified in its current form on the Operator's website.
The response time of customer support is not guaranteed, except in cases of paid guaranteed customer support. The Operator offers customers various options for guaranteed customer support, i.e., options where the Customer can pay extra for a guaranteed response time. If the Operator fails to meet the relevant response time, the customer is entitled to a discount on the monthly fee for this additional service. This guaranteed customer support offer, with a precisely guaranteed response time, is currently listed on the Operator's website.
The operator reserves the right to select a suitable employee for communication if the inquiry or request better corresponds to that employee's job description or if the original employee is unavailable.
Any support provided beyond the scope of the Operator's services is considered only a recommended procedure, without any guarantee that the problem will be solved. The Customer should also consider the proposed procedure with regard to the software, versions of technologies and scripts used, and take into account circumstances that the recommended procedure may not have covered, especially if the recommended procedure involves the modification and deletion of data. The Customer is obliged to back up the data to the extent necessary before applying such a procedure.

Logging customer requests

All customer requirements related to the order are recorded and logged in detail.
The operator logs (records and registers) in detail all requests for the establishment, modification of settings, or cancellation of services. The operator logs not only customer requests, but also all steps related to the configuration of services, changes to service settings, and, where applicable, the cancellation of services.
The operator logs not only requests and changes in Customer Administration, but also in all interfaces related to the operation of all services, especially cloud services, which are logged in separate administrations (e.g., cd.wedos.com or openebula.wedos.cloud).
Customer request logs are not usually accessible to Customers, but are only available to the Operator for internal purposes or for diagnostic and troubleshooting purposes.
The operator keeps all this data for as long as necessary, at least 48 hours and at most in accordance with the relevant legal regulations, in particular in accordance with the GDPR, depending on the type and nature of the logged records.

Traffic logging

The operation of hosting and cloud services is logged in accordance with legal regulations.
The operator collects and stores various logs, which it then analyzes, and the Customer agrees to this.
The operator also collects data on network traffic in the form of netflow, whereby a sample of network traffic is retained and subsequently used for various security and traffic analyses.

Time synchronization

The operator uses NTP-based time synchronization on all devices and servers.
The time zone used is Currently Central European Time (CET) – UTC +1 or UTC +2 (in the case of daylight saving time). For some services, the customer is entitled to change the settings according to their own needs and discretion.
The Operator shall not be liable for any errors related to incorrect date and time settings on its devices or errors related to incorrect date and time settings in the Customer's applications.

Billing and payments

The operation of hosting services is paid for in the form of a subscription according to the current price list, which is published on the Operator's website. The choice of subscription length varies for individual services, but most often there are monthly or annual subscriptions.
After ordering the service, the Operator will issue a pro forma invoice to the Customer for the first subscription period. Only after payment of this pro forma invoice will the Operator set up the ordered service for the Customer.
The Operator shall issue the Customer with a pro forma invoice (payment request) for the next period at least 10 days before the expiry of the prepaid period, unless otherwise specified by the customer via the customer administration.
The above rules for billing hosting services apply accordingly to the billing of cloud services. For certain selected services, particularly cloud services, payment can be made in the form of subsequent payment.
Selected services (such as WEDOS Cloud, WEDOS Microservices) can be paid for in the form of short-term rentals, which can be paid for in periods other than monthly or yearly, most often in the form of hourly or daily subscriptions.

Service option changes

The customer may request a switch to another variant of a specific service or a change to certain service parameters (in accordance with the Operator's current offer) via the Customer Center. Changes to settings are made in the settings for the relevant service.
If the settings of a particular service cannot be changed via Customer Administration, the Customer may request changes via the contact form on the Operator's website. The Customer may request a switch to another variant of this service, an expansion of data space, or the establishment or cancellation of another additional service. In this request, the Customer must provide their login details for their WEDOS customer account. The Customer shall specify in the request the date on which they request the change to be made.
If the Customer upgrades to a higher service option or sets up an additional service, the Operator will issue an invoice to the Customer for the difference in the amount to be paid for the service extension until the end of the current subscription period. The subsequent advance invoice will include the extended service for the entire next subscription period.
If the Customer switches to a lower service option or cancels an additional service, the Operator shall not refund the difference from the amount paid for the current subscription period. The price for the service will be reduced on the pro forma invoice for the next subscription period.
Upon termination of service, the Customer shall not be refunded for the unused portion of the prepaid period.

Data backup and recovery

The customer is obliged to back up all their data themselves in a manner they deem appropriate, and is also obliged to perform backups to locations outside the operator's hardware resources. The customer is also obliged to check the status of backups, in particular whether they are being performed, are complete, functional, and can be used for full recovery.
The frequency of backups and their location are determined by the customer, who bears full responsibility for performing these backups.
Restoration from backups made by the Customer shall be performed by the Customer using their own resources and at their own expense.
The Operator uses various (primarily hardware) means of data protection (such as various versions of RAID or data cloning) for individual services to prevent data loss. A description of the data protection methods used is provided for each service; if this is not the case for a particular service, it is assumed that RAID6 or its equivalent is used. The operator acknowledges that the data protection used does not exclude damage or complete loss of the Customer's data and it is therefore necessary for the Customer to perform their own backups.
The operator handles data backup and recovery for individual services in different ways. A detailed description and scope of data backup is provided in the description of individual services, and the scope may be changed if the range of services changes.
The operator notes that some services (such as dedicated servers or trial versions of services) are not backed up at all.
The operator notes that some service options may be backed up in a different way than other options for the same service. Everything is always listed on the product page for the relevant service in its specifications.
The description of the data recovery process, if applicable, is provided separately for each service, and if this is not the case, these terms and conditions shall apply accordingly. Any data recovery is performed gradually using the tools available to the Operator. Due to the amount of data, data recovery from a backup may, in some cases, take several days or even longer.
Backups performed by the Operator serve to restore data in the event of a failure of the server on which the services are operated. Backups performed by the Operator do not serve to restore data lost by the Customer themselves or due to an error in their software, or for reasons such as poor security of the Customer's applications. If the Customer requests data recovery from a backup in a case where the data loss was not caused by the Operator or a failure of its technology, such recovery may not be available, or the Provider may refuse to provide it to the Customer for operational reasons, or such recovery may be charged according to the current price list.
The customer understands that if data is backed up, the backups are primarily for the Operator's needs and for necessary recovery in the event of a crash.
The Customer understands that data backups performed by the Operator may be incomplete or damaged and, despite the Operator's utmost care, may not be in working order. The content and integrity of the data on the servers is unknown to the Operator, and therefore the Operator is unable to verify in any way the integrity of the data and whether the content of the live (especially virtual, dedicated server) corresponds to the data backups we have available.
The operator has no way of verifying the contents of the backups, so it is impossible to verify the currency of the data within the backup.
The operator backs up data as physical images of the operating system rather than as specific data. The operator therefore backs up a single file—an image—which then has, for example, the same creation date as the virtual server and the same size as the purchased service option. The operator does not have access to the content of the data stored within the image.
The customer is obliged to back up all their data. The scope and frequency of backups is at the customer's discretion.
Web hosting data is most often backed up once a week, or otherwise according to the specific variant of the relevant service, with details always provided in the description of the features of individual services on the WEDOS website.
The Operator may perform weekly backups of virtual servers, but only for the purpose of recovery in the event of a technical malfunction or failure on the part of the Operator. The Customer is obliged to perform regular backups of software and data using their own resources. The Operator does not perform backups of dedicated servers.
Data on disk space or database data is not backed up by the Operator, unless otherwise agreed or specified for the selected service. The Operator emphasizes and reiterates that the Customer is obliged to back up the data themselves using their own resources.

Security – data protection

In the case of cloud services, the Operator shall, as part of the agreement, specify the relevant information security measures to be implemented by the Cloud Service Provider in order to avoid misunderstandings between the Cloud Service Provider and the Cloud Service Customer.
The relevant information security measures implemented by the Cloud Service Provider may vary depending on the type of cloud services used by the Cloud Service Customer.
Unless otherwise stated (for the selected service), customer data is not encrypted in any way on the Operator's servers.
The customer is entitled to secure their data in a manner they deem appropriate and is, for example, entitled to encrypt it themselves.
The operator strives to ensure adequate data security and pays sufficient attention and care to data security.
The customer understands that, given the nature of Internet traffic, there are reasonable risks of loss, damage, or theft of their data stored on the Operator's server.
The customer is obliged to protect all data themselves in an appropriate manner, taking into account the value and nature of their data.

Operational safety

The operator pays sufficient and appropriate attention to operational security. As part of this, the Provider operates various types of protection, the scope of which varies over time, just as the protection of individual services varies.
The operator runs, for example, antivirus solutions for selected mail servers.
The operator also focuses on protection against DDoS attacks, operating its own DDoS protection.
The operator runs its own IPS/IDS protection.
The operator has internal methodologies for data protection and server security, including rules for access (authorization) for individual employees within the building, network, servers, services, etc.

Service monitoring and service availability

The operator monitors the availability and functionality of hosting and cloud services.
The customer understands that monitoring of services and availability is primarily for the Operator.
The data obtained from the monitoring service is then analyzed.

Service availability guarantee, faults, and outages

The operator guarantees the availability and functionality of hosting and cloud services to the extent specified in this agreement, or for individual services, or based on an individual agreement.
If the service is unavailable due to a malfunction for more than 1 hour in a calendar month, the Customer is entitled to compensation in the form of a 1% discount for each additional hour of unavailability, up to a maximum amount corresponding to the monthly fee for the operation of the service. This discount is provided in the first month of the following subscription period, which has not yet been paid by the Customer, or by providing the corresponding number of days free of charge.
The period of unavailability for which the Customer is entitled to compensation in accordance with the previous paragraph does not include the period of system unavailability during planned downtime.
If only part of the service is unavailable and other parts of the service are functioning, compensation will be reduced proportionally.
The operator is not responsible for the unavailability of services caused by third parties, such as incorrect routing settings on the Internet or the failure of certain third-party parent systems (e.g., networks, DNS).
In the event that the service becomes unavailable in accordance with the previous paragraph, the Customer shall not be entitled to any compensation (e.g., a discount on the services provided or a free month).
The Customer is obliged to build and operate its services in such a way that any technical problems experienced by the Operator or a third party do not affect the availability of the Customer's services.

Compensation for damages

In the event of technical service failures of a similar nature, such as data and telecommunications services, claims for compensation for damages are limited and are only possible if otherwise agreed between the contracting parties (beyond the scope of the law or these terms and conditions).
If no individual agreement has been concluded between the Customer and the Operator, the Customer shall not be entitled to compensation for any damage caused by damage to or loss of data.
The customer further understands that, with reference to Section 64, paragraphs 11 and 12 of Act No. 127/2005 Coll. on Electronic Communications and on Amendments to Certain Related Acts (the Electronic Communications Act), the entrepreneur providing the service is not obliged to compensate users of the service for damages incurred as a result of service interruption", or paragraph 12: "An entrepreneur providing electronic communications services is not obliged to compensate its users for damages incurred as a result of service interruption or faulty service provision".
Given the nature of the services offered, the contracting parties agree that the Operator shall not be liable for any loss of data, particularly in view of the fact that the Operator is unable to assess the nature and extent of any loss of data that may occur.
The customer is obliged to prevent data loss by all available means (e.g., security measures, use of current software versions, regular backups).

Individual SLA (Service Level Agreement)

Customers can agree on individual SLAs for selected services.
The subject of the SLA (agreed service levels) are special guaranteed parameters of monthly availability, maximum service downtime, or damage or loss of data. The subject of the individual SLA on the part of the Provider is the obligation to pay for this guarantee of service quality at a price agreed in the individual SLA agreement.
All individual agreements regarding SLAs must be concluded in writing and can only be applied prospectively.

Duration of the agreement and its termination

The contract for the provision of paid services is concluded for a fixed term, unless otherwise agreed by the contracting parties. The duration of the Agreement is determined by a written agreement between the contracting parties or automatically by the Customer's choice of billing period when ordering the service, in which case the duration of the Agreement is automatically agreed to be the same as the duration of one billing cycle. The Agreement in its current version is renewed again with each new billing period of this existing service.
Customers are provided with a money-back guarantee for selected services for a period of 7 or 180 days. Details and conditions are listed on the Operator's website.