Policies and Procedures

We require that each user abide by the following Polices and Procedures.

Acceptable Use Policy (AUP)

Plateau Ltd. dba Active-Server.com supports strong Family and Business Values and as such have established the following AUP to help support these values and to provide for a professional environment for users of our services.

Hosted sites and servers includes shared, colocated or dedicated websites, mail servers, or other servers or services provided by us, our vendors and our partners.

Content

Hosted sites and servers shall not be used to store or disseminate content of a obscene, pornographic, sexually explicit or adult nature or provide links directly or indirectly to this type material. We will not knowingly complete the registration of any domain name which is obscene, profane, pornographic, sexually explicit, of an adult nature or pornographic in nature or appear to be in violation of our AUP.

Hosted sites and servers shall not be used for gambling or any other practice deemed illegal by the laws of any of the States of The United States of America or the US Federal Government. This includes content that is stolen, pirated or unlicensed copyrighted material.

Hosted sites and servers shall not be used for distribution of viruses, trojan horses, spyware or other harmful activities. This includes the dissemination of information on how to create, obtain, send or propagate viruses, trojan horses, spyware, ping attacks, hacking tools or procedures. This includes any activity which might lead to the disruption of a network, computer, service, account or equipment.

Hosted sites and servers shall not be used to store or disseminate material of a threatening or slanderous nature.

Spam

Hosted sites and servers shall not be used to send spam or receive replies to spam or be used as a destination or portal web site for spam including using email addresses on our servers as reply to addresses or sent from address for spam sent from other servers or other providers. This includes mailing lists which are not opt-in, sometimes called target mailing lists and sending UCE to news groups.

Mailing Lists

All mailing lists must us a double (closed-loop) opt-in. Click here for further information about SPAM and how to avoid being labeled as a spammer.

Intellectual Property

Hosted sites and servers shall not be used for Intellectual Property violations. This includes, but is not limited to, any activity that infringes or misappropriates the intellectual property rights of others, including copyrights, trademarks, service marks, trade secrets, software piracy, and patents held by individuals, corporations, or other entities. Also, engaging in activity that violates privacy, publicity, or other personal rights of others. We are required by law to remove or block access to customer content upon receipt of a proper notice of copyright infringement.

Disruption of Services

Any action which causes of disruption of services for other users is a violation of our AUP and cause for immediate termination of services.

Third Party DLLs and Programs

Windows Servers Only: At this time we do not accept uploading of custom DLL's, Executables or Perl Scripts to our Windows servers.

Production Servers

Our servers are production servers. Users shall not use our production servers debugging new code and scripts that may cause a disruption of services.

Hacking

Hacking is not only prohibited but also illegal. Hacking includes accessing illegally or without authorization files, computers, accounts or networks belonging to another party. Attempting to bypass security measures of any system or network or activities that might be used as a precursor to an attempted system penetration (i.e. port scan, stealth scan, directory scans or other information gathering activity).

External Security Scanning

We understand the need of certain clients to meet certain industry requirements and have their website scanned by a third party. All such scans must be coordinated with our system and network administrators in order to prevent problems. Failure to coordinate is a violation of our AUP as well as our vendor, suppliers and partners AUPs and may lead to immediate termination of services.

You Agree

You agree to be bound by the terms and conditions of the our Contract.

You agree to be bound by the terms and conditions of the Good Neighbor Policy.

Termination of Services

Plateau Ltd., its vendors and suppliers reserves the right to deactivate any account, without warning, if the account is in violation of any of our policies and procedures. Violation of any of our policies is grounds for immediate suspension or permanent of services without a warning.

We reserve the right to refuse service, to anyone, for any reason, in order to ensure a professional environment for users of our servers.

Good Neighbor Policy (Unlimited or No Limit Use Policy)

If you are on a shared web or mail server or a service plan which allows unlimited hits, unlimited downloads or unlimited disk space you must realize that you are on a server which is shared by multiple users. We are able to offer unlimited use by maintaining both large bandwidth and large disk space to user ratios. While it is extremely rare that we run into a problem, we have established this Good Neighbor Policy to make sure that everyone on the server has reasonable access to the server resources.

Our single Web Site Hosting service plans such as our Economy NT or Standard Linux hosting packages may only be used with a single secondary domain name. Examples: Having yoursitename.com, yoursitename.net and yoursitename.org on the same service plan are OK. Unrelated domains like aaa1.com and bbb2.com need to be on separate service plans or on a virtual server which is designed to host multiple domains.

Cross domain storage or backup is not allowed. You may only host material displayed directly on your web site. (Example: You cannot store files on an "unlimited disk space" server for display via another server or web site).

You may not share an "unlimited disk space" server with others, either reselling the space or giving it away (with obvious exceptions for our resellers and virtual servers).

Using an "unlimited disk space" for backups or archiving files such as photos , sounds, music or videos is not allowed. (Example: You cannot store files on an "unlimited disk space" server which are a backup of another computer, server or web site.).

If we find that a user is monopolizing server resources we reserve the right to limit or restrict your usage. If you have any questions or concerns please contact us and ask.

New Orders

Upon receipt of your order we will immediately start processing it and bill your credit card for any setup and server fees. Typically we have servers set up the same business day the order was placed. If we are unable to verify the information you provided, it might take slightly longer, as we reserve the right to phone verify all orders. If you wish to pay by check or PayPal your account cannot be setup until payment is received and processed.

Once your server is set up we will email you with the information needed to access your server. At that time we will bill your credit card for the actual server fees. Your initial billing may include a prorated amount to make your payments due on the 1st of the month.

DNS Services

With Domain Name Registration - We provide free DNS services for those who register domain names through our registration service. This can either be self service, using the DNS servers tied into our domain registration system or we can provide managed DNS services.

With Windows Hosting Plans - We provide self service DNS for our Windows 2003 Shared hosting packages, our Widows 2003 Virtual Web Server (VWS) for Windows packages and our Windows 2003 Managed Windows Web Server packages. This is managed via the control panel for your server. We will alternately add the domains, to be hosted on one of these plans, to our Managed DNS servers at no additional charge, if your provide us with the domain names within 30 days of signing up for the new plan. After 30 days our managed DNS service

With Apache Hosting Plans - We provide Managed DNS services for domains hosted on our Shared Apache; Linux and FreeBSD Virtual Private Servers and Linux and FreeBSD Managed Private Servers. We will add the domains, to be hosted on one of these plans, to our Managed DNS servers at no additional charge, if your provide us with the domain names within 30 days of signing up for the new plan.

Managed DNS Services - We offer a fee based managed DNS services for customers using our servers or who are on our network that do not fall into one of the above categories. This includes domains added after the 1st 30 days of plan service and domains registered elsewhere. There is a one time (1x) fee of $25 per request to add domain(s) to DNS. You can add more than one domain at a time, for a single 1x fee, as long as they are all pointing to the same IP address, they are all requested at the same time and are on our servers.

Removal from DNS - If you are no longer using a service (e.g. domain registration or Windows hosting plan) that includes self service DNS the domain(s) in questions may be removed from DNS with notice or warning. We will also honor all requests that a domain be removed from our managed DNS servers.

Alternate DNS services - There are many alternative DNS services available, so free, some paid for specific needs. These services may be available through your domain registrar or another party. When correctly configured these services will work with our servers and we are more than happy to provide a sample zone file for your use. Unfortunately we cannot provide any additional support for these 3rd party services.

Billing Options

Our preferred method of payment is to bill your credit card on file (Visa, Master,American Express or Discover) as invoices are generated. We also accept payment by Company Check and PayPal. We no not provide mailed or paper invoices. If you need a paper invoice you can print one out at your convenience from our billing system.

All payments are due on the first of the month. Payments more that 10 days are late and are subject to a 1% per month or $10, which ever is greater late fee. We reserve the right to terminate services, without notification, due to late or missing payment. There is a $45 bad check fee.

Canceling Service

To protect our customers and their servers we require that the following information be provided to cancel a server or service. All cancellations must be made in accordance with the terms and conditions in our Service Contract

The following information should be emailed to our helpdesk 30 days prior to cancellation.

Customer name or ID
Server/Website Login ID
Last 4 digits of credit card used to pay for the service or current server password
Name of Person requesting the cancellation
Contact phone #
Contact Email address
Effective Date of cancellation. Note: Unless you are under a specific time frame contract you can cancel service at any time but we do require 30 days notice of cancellation and you will be responsible for any charges due, including the 30 day period
Reason for cancellation - we really hate to see you go and would like a chance to keep your business.
No refunds will be made after the first 30 days of service. Clients with annual or semiannual plans will be issued a prorated credit on your account with us.