Acceptable Use Policy and Service Level Agreement
This Acceptable Use Policy ("AUP") is provided by BoltConnect Ltd (hereinafter referred to as "BoltConnect") in order to give the client a clear understanding of what BoltConnect expects of them while using the service (see Terms and Conditions for a definition of "the service"), and to make sure that BoltConnect complies with all relevent sections of UK law. This AUP must be read in conjunction with the Terms and Conditions. It outlines some actions that are prohibited, and examples of some that are not. This document also functions as a Service Level Agreement ("SLA"), which outlines the level of service the client can expect from BoltConnect.
It is the responsibility of the client to ensure that they comply with the latest edition of the AUP and T&C's at any given time.
This AUP may be revised, without notice, at any time, at the sole discretion of BoltConnect.
In the event of a breach of this AUP or the Terms and Conditions, BoltConnect reserves the right to terminate, restrict, or suspend all or part of the service at any time and without notice - please see the relevent section in the Terms and Conditions for more information.
Support
BoltConnect seeks to provide the highest levels of support for the client - our support personnel all have a very high level of technical knowledge and have a significant financial stake in the company. Support is provided via e-mail, we endeavour to answer all e-mails within 3 hours during a working day, and the client should receive a response within 24 hours even outside of the working week. At its sole discretion, BoltConnect may call the client on the number provided during registration or arrange an instant messaging/IRC conversation if it determines that the support query could be more effectively addressed that way.
Backups
BoltConnect performs a weekly backup of all Virtual Private Servers ("VPS"), in addition to this all data is automatically and instantly mirrored on a RAID volume. Our network and servers are extremely resillient against data loss, however BoltConnect shall not held responsible for any loss of data - the client is responsible for backing up their own files.
Resources
Bandwidth: BoltConnect will allow the client's VPS or hosting account to transfer up to and including the amount in the service plan agreed upon during the signup process. BoltConnect reserves the right to restrict and/or suspend accounts that breach this limit, however BoltConnect at it's discretion may allow the client to exceed this limit and be invoiced for the extra traffic used at the end of the current billing cycle (if the client is billed annually, this will be on a monthly cycle based upon the date that the client originally signed up for the service).
Server CPU/RAM/HD: The client agrees not to engage in any activity which would cause detrimental service to the other customers on the same physical hardware node. Examples of such activity include (but are not limited to) running a distributed computing client such as SETI@Home, Folding/Genome@Home or BIONC or any other application which uses a constant 100% CPU, or any other application(s) which use 100% (or close to 100%) of VPS memory (RAM) or disk space (HD). Sometimes installing an application or (un)compressing an archive file can use all of the resources available to a VPS, this sort of temporary usage is absolutely fine - this clause only concerns non-temporary (ie. long term) usage levels. In the event that the client's resource usage level exceeds what BoltConnect considers to be reasonable, BoltConnect reserves the right to request that the client move to a higher tier service plan which would better suit their needs, or in serious cases restrict and/or suspend the client's service without notice and at any time.
Prohibited Uses
This section outlines various activities, software and services which BoltConnect considers prohibited. This list is not exhaustive.
SPAM: Running any kind of SMTP (outgoing e-mail server) is prohibited, because of the high risk of spam and viruses. BoltConnect blocks outgoing port 25 by default for all virtual servers. Any customer found to be sending out bulk or junk e-mails ("SPAM") risk having their service terminated immediately and without notice. If the client wishes to run a mailing list, or requires the use of an SMTP server for a legitimate purpose, the client should contact support and BoltConnect at its discretion may provide one free of charge.
Virus Scanners: The client must contact support first if they wish to run an anti-virus package. This is because the hardware node will already have one installed which is able to monitor the files on each VPS, so installing one would in most circumstances not be necessary.
Hacking/Cracking/Warez/DDOS/Illegal Pornography: Such activities, materials and tools are prohibited under UK law. This includes forging any e-mail headers or IP packets.
Adult material/Pornography: The client may not run an "adult" website or any website containing pornography, even if the material is legal under UK law.
Copyright/Intellectual Property: The client may not host any copyrighted material or IP of which they do not have the permission of the copyright holder to host or distribute.
Peer To Peer Clients ("P2P"): P2P clients using protocols including (but not limited to) BitTorrent, eMule, KaZzAa, Direct Connect and similar are prohibited both for copyright and resource usage reasons.
IRC Servers/Clients/Bouncers: The client must contact support first if they wish to use IRC for any reason. Using IRC without first contacting support is considered a breach of this AUP.
Distributed Computing Clients (e.g. SETI and Folding@Home) These use maximum available resources constantly, which potentially disrupts service for other customers.
Game Servers: Game servers tend to use an extremely high amount of resources, so most are prohibited. Some older or less intensive game servers may be allowed, but the client must contact support first. Running a TeamSpeak server IS allowed, as long as the client complies with the TeamSpeak Terms and Conditions.
USENET News Servers: Contact support first.
Any activity which is illegal under UK law.
Acceptable Uses
Following are some examples of allowed usage. This is meant only as a guideline, and is not exhaustive.
TeamSpeak (and other VOIP servers): Allowed, provided the client complies with the TeamSpeak Terms and Conditions.
Web Servers: Running a web server is allowed. This includes IIS and Apache, as well as most plug-in modules/languages for both.
Database/SQL Servers: Allowed, provided they do not breach the resource limits of the client's service plan, or the software EULA.
Instant Messengers: Allowed. Examples: MSN, AIM, Yahoo Messenger, Skype, GAIM, Trillian, ICQ.
Programming and Development IDE's: Allowed - examples include Eclipse, Microsoft Visual Studio, Borland, and others. It is the client's responsibility to comply with the revelent EULA(s) and license(s).
Web browsers, E-Mail/News clients: Allowed - this also includes misc. software such as download managers (eg. FlashGet, GetRight, FDM, ReGet) and USENET clients such as Agent, NewsBin and NewsLeecher.
Inadvertant Breaches
BoltConnect recognises that the Client or Client's VPS may breach one or more of the AUP or T&C's through no fault of the client, or by accident. An example would be a client receiving an unusually high number of visitors due to their website URL being posted on a high-traffic blog such as Slashdot, or the client's VPS being hacked or defaced due to an unpublished or very recent software vulnerability.
In these circumstances, BoltConnect will endeavour to act with sensible judgement and understanding towards the client, we will do our best to help resolve the issue and judge each case individually.