All account types include free written support during the specified support hours. If included in the offer, free telephone support is also provided. Written support requests from clients are made via ticketsystem. For this, clients need to use their client access to client area.
In general, client support orders are included in the all-inclusive price of the product. Special support requests, not included in tuxVPS services, are only handled in exceptional cases. If more than 15 minutes' working time is required for resolving such issues, tuxVPS, after consultation with the client, charge a fee of 18,75 € (excl. VAT) for each quarter hour commenced.
As a general rule, details of system failure are published and planned maintenance work announced in advance.
The limit of 500 emails sent per hour must not be exceeded. The dispatch of mass emails/newsletters via email accounts of the web hosting account or via the website of the web hosting account is not permitted. The dispatch of unsolicited advertising is forbidden. Hetzner Online are entitled to block client accounts which do not comply immediately.
A daily backup of all data is available on all web hosting accounts. Data is retained for a maximum of 14 days. Recovery of the backup (Restore) is possible via administration interface.
Changes made by the support team, such as the deleting, relocation and overriding of content and sensitive information, which has been deployed and/or received by the client, can only be carried out, if the requests are verified by the administration interface or in writing as a fax containing the company stamp and a handwritten signature. The support team are not required to undertake work which can be performed by clients and which it is possible for clients to do themselves.
Generally, with the exception of the points listed below, individual customization to configuration files is not possible on web hosting accounts. This applies to system settings and the services provided. The following settings are alterable:
Selected PHP settings can be changed via the administration interface. Many further settings can be changed directly via .htaccess file. Settings which exceed the available values and set limits are not alterable. Additional PHP modules other than those offered are not installed. Individual PHP solutions e.g. PHP binaries, are not supported. For an overview of PHP configuration please see http://testen.de/.
The number of parallel IMAP connections per IP address is limited for reasons of server stability. It is possible to have this number increased on request at our discretion.
The settings which are offered such as 'Forwards', 'Autoresponder', 'Spam filter', 'Black- and Whitelist' etc. can be changed by the client. Other individual settings and the configuration of the mail system cannot be created. SPF records can be set by the client via DNS administration in the administration interface.
Individual changes to the MySQL configuration are not possible for web hosting accounts. For each database created by the client, three data bank users are set up with exclusive access to this database. For reasons of security, no global database user or users who have access to several databases is set up.
Each account and each domain receives a DNS zone file which can be administered via the administration interface. The use of our DNS servers is optional.
To safeguard the security and stability of the server, a process monitoring system is in place which stops processes with excessive running times and/or RAM exploitation.
The installation of additional software or libraries is not carried out by the support team. On request, a compiler can be made available for account types supported with SSH with which the client can compile the necessary software packages. This is the sole responsibilty of the client. There is no right to claim support services in this context.
The operation of additional software requiring root privileges for installation or operation is not possible.
Each email account has a server-side spam filter which can optionally be enabled for presorting suspicious emails into a designated folder. This folder is accessed via IMAP and Webmail. Emails which have been identified as spam are automatically deleted after a predefined time period. The filter strength can be adjusted by the client. In addition, tuxVPS operate a blacklist which temporarily or permanently blocks IP addresses that send spam emails. The blocking of single IP addresses can be deactivated manually by the client. Furthermore, tuxVPS use a virus filter for emails. Incoming emails containing viruses are not accepted for security reasons. The sender of the email is notified. The dispatch of emails containing viruses is prohibited.
We strive to keep our networks operating at the highest possible level, so all of our clients benefit from it. Therefore the following actions are prohibited: