Knowledge Base

Acceptable Use Policy

Hello Internet provides hosting services to clients worldwide, and we have a responsibility to protect each client and to provide the best services available. All registered clients of Hello Internet (hello-internet.co.uk) agree to and are subject to our Terms of Service, Privacy Policy and the following

Acceptable Use Policy:

Services provided by Hello Internet that reside outside of the United Kingdom must still abide these terms and must not be in violation of any relevant laws of hosting city, state and country. This includes, but is not limited to: copyrighted material, material we judge to be threatening or obscene, or material protected by trade secret and other statute. The subscriber agrees to indemnify and hold harmless Hello Internet and its employees from any claims resulting from the use of the service which damages the subscriber or any other party.

The provisions of this AUP are intended as guidelines and are not meant to be exhaustive. Generally, conduct that violates law, regulation, or the accepted norms of the Internet community, whether or not expressly mentioned in this AUP, are prohibited. We reserve the right at all times to prohibit activities that damage our or our affiliates' commercial reputation and goodwill. We will be the sole and final arbiter as to what constitutes a violation of our policies.

Spam

All users must comply with all relevant legislation and regulations on bulk and commercial e-mail, including but not limited to the CAN-SPAM Act of 2003.

Users may not send mass unsolicited e-mail, which is email that is sent to recipients who have not "opted-in" to mailings from the user. Users who send mass mailings must maintain complete and accurate records of all consents and opt-ins and provide such records to Hello Internet upon its request. If a user cannot provide positive and verifiable proof of such consents and opt-ins, we will consider the mass mailing to be unsolicited. Users are prohibited from operating mailing lists, listservs, or mailing services that do not target an audience that has voluntarily signed up for e-mail information using an "opt-in" process or that has made their e-mail addresses available to a user for distribution of information. Users who operate mailing lists must maintain complete and accurate records of all consents and "opt-in" elections and provide such records to Hello Internet upon its request. If a user cannot provide positive and verifiable proof of such consents and "opt-in" elections, we will consider the list mailing to be unsolicited. Any user-maintained mailing list must also allow any party on the list to remove itself automatically and permanently. Other prohibited activities include, without limitation, the following:

  • Use of our network for the receipt of replies to unsolicited mass e-mail.
  • Forgery of e-mail headers (spoofing);
  • Spamming via third-party proxy, aggregation of proxy lists, or installation of proxy mailing software.
  • Configuration of a mail server to accept and process third-party messages for sending without user identification and authentication.
  • Hosting web pages advertised within "spam e-mail" sent from another network (spamvertising).
  • Hosting web pages or providing services that support spam.
  • Any other unsolicited bulk messages, postings, or transmissions through media such as weblog posts, IRC/chat room messages, guestbook entries, HTTP referrer log entries, usenet posts, pop-up messages, instant messages, or SMS messages.
  • Instructing others in any activity prohibited by this AUP.
  • If, as a result of your actions, our domains and/or IP address ranges are placed on black hole lists or other mail filtering software systems, your server may be suspended and possibly terminated upon further investigation.

Prohibited Uses

The following uses are prohibited on our network. Engaging in these activities on our services will result in an account and/or service suspension without notice.

  • Copyrighted content hosting and/or linking to pirated content
  • Open proxies
  • Stressers/booter websites
  • Mail/SMS bombers
  • Mass mail
  • Resource intensive activities (CPU, I/O, Network etc)
  • IP spoofing
  • Network/port Scanning
  • Distribution of credentials and/or personal information
  • Denial of Service (D)DoS attacks
  • TOR exit nodes
  • Open DNS resolvers
  • Hola
  • Kloxo
  • Virtual currency (*coin) mining
  • World Community Grid, Folding at Home, or similar software
  • CrystalMines
  • HitLeap or any artificial traffic creation
  • HYIP websites
  • iBusinessPromoter or similar software
  • Vulnerability scanning
  • Bruteforcing
  • Social media crawlers
  • Cracking
  • Botnets
  • Illegal pornography
  • Hivemail
  • Telnet or SSH access scripts
  • Usenet
  • Destructive activities including but not limited to phishing, malware and/or distributing malicious content
  • Illegal activities including but not limited to ponzi schemes, pyramid schemes, phishing, scam websites and pirating software
  • Video streaming
  • Content delivery networks (CDN)
  • LIULIANGKUANG
  • Multics, CCcam, or any other card sharing software
  • Chinese private game servers and related websites
  • Any form of file hosting, file storage, cyberlocker, leeching or similar activity is prohibited

Some network ports are blocked on our network, this is to ensure our services are not used maliciously and to protect machines from possible known vulnerabilities. Any port(s) may be added or removed to/from the list of blocks without prior notice to users.

DDoS Attacks

Users who are targeted with frequent and/or disruptive attacks may have action taken against their service and/or account. If your service(s) are found to be impacting the experience of other users persistently, you will be notified via ticket and requested to prevent further damages from occurring or relocate to another provider.

Fair Usage

Unlimited & unmetered claims have software and hardware limitations, and are subject to a discretionary fair use policy by our team. If you are using more of any resource than is considered realistic or reasonable for the relevant platform then you will be notified via ticket to reduce your usage. If a users usage of any resource imposes risk to the integrity of a platform, they may have their service(s) suspended to prevent any disruptions.

Account resources

All accounts are protected by virtualization. The resources allocated to our clients through packages are not dedicated to the account, and no right to use the entirety of any resource is given. These are in place to lessen attack disruption and/or abusive behaviour from affecting other customers on the same node. If you are persistently reaching these limits, we may request that you upgrade your plan (if applicable) or move to a more powerful environment such as a VPS or dedicated server. We retain the right to change these limits without notice and to suspend service(s) that are persistently reaching their resource limits.

Outgoing mail on all of our cPanel host nodes are limited to 300 emails per hour on each individual account, this includes mailman lists and PHP mail. We retain the right to alter this limit without prior notice.

SSH access granted by Hello Internet is jailed to prevent access to unauthorized directories/binaries and damages to the host node. If you are found to be installing or running processes that are not meant for the platform you're placed on, those processes will be killed and your SSH access will be revoked. Severe and/or persistent abuse may result in an account suspension.

Backup policy

All host nodes run daily backups of accounts, the maximum retain period is 15 days. This process happens during off-peak hours and may cause a decrease in server performance during this time, we are not responsible for any performance decrease during the process. Accounts using more than 25 GB quota and/or 250,000 inodes are excluded from the backup process. We provide these backups as an emergency fail-safe and cannot guarantee their availability to users.

For shared & reseller accounts, backups older than 14 days in a user account may be removed from the server at our discretion.

You agree that we may remove impermissible data from our servers at any time in our sole discretion without notice. We may also delete the following types of files if we find them to be using excessive amounts of disk space, especially if affecting other users:

  • cPanel or other backups stored locally.
  • Softaculous backups stored locally.
  • Softaculous backup temp files.
  • Common CMS backups stored locally.
  • Common CMS backup temp files.
  • Common CMS backup logs.
  • Excessively sized error logs.
  • Any other large files deemed unnecessary for core website functionality or not containing any valuable data.

Server resources

On our VPS platform, CPU, network and disk I/O are shared among other users on the same node. If your VPS is persistently using these resource(s) for a prolonged period of time and/or disrupting the experience of other users sharing the same node, we will notify you to reduce your usage via ticket. Severe cases may result in your VPS being rebooted, shutdown and/or suspended. Failure to acknowledge an abuse ticket will result in a suspension of your VPS.

Technical Support

As all VPS plans are unmanaged, we will only directly assist when the following are negatively affected for a user/server:

  • SolusVM Issues
  • Network Connectivity
  • OS Template/ISO Issues
  • Server Hardware

Questioned Uses

The following are acceptable providing they abide with the rest of this policy:

  • IRC*
  • Game servers**
  • Desktops environments**
  • VPN servers
  • Torrenting (You must limit your client/seeder to 50Mbps)

Dedicated Servers

Data Protection

All dedicated servers are automatically securely wiped when they're cancelled/terminated, this involves overwriting the drive(s) with zeroes in order to ensure that any data that was present is not recoverable by the next user.

Restrictions

Any attempts to bypass, modify and/or disrupt the internal settings of the server will result in the server being suspended without prior notice. E.g entering the BIOS or modifying IPMI controls

Activities that result in damage to the server hardware are prohibited, and will result in the server being suspended without prior notice. E.g stress tools

Technical Support

As all dedicated servers are unmanaged, we will only directly assist when the following are negatively affected for a user/server:

  • Network Connectivity
  • Server Hardware

*Any activity that results in attacks against our network may result in a suspension and/or termination.
**Use of these must be used cautiously as they can often be very CPU intensive.
+These sections are only separated for readability, the rest of our policies still apply wholely.

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