Definitions

Hardware Node - A VPS is a virtual partition which is created on high end servers using virtualization management systems. These servers have huge amounts of memory and disk-space within them which allows the creation of multiple virtual partitions on them. Such servers are referred to as hardware nodes.

Virtuozzo - Virtuozzo is a software application or a virtualization management system that allows an administrator to create virtual environments i.e. virtual partitions on a host computer at the operating system (OS) layer.

Disk Space - Every virtual server gets a specific part of the hard disk of the main hardware node. This part of the space is termed as "web-space" or "disk-space". All the site files, emails, databases, images and any other data which is uploaded on the vps takes up this space which has been allocated.

RAM (Memory) - Random Access Memory (RAM) provides space for your computer to read and write data to be accessed by the CPU (central processing unit). When people refer to a computer's memory, they usually mean its RAM.

Bandwidth (Data Transfer) - The speed at which the data files would be transferred is called bandwidth.  Data transfer is the figure which denotes the actual data files uploaded / downloaded to or from your VPS. When a visitor comes downloads a 1MB file from your VPS, he has just downloaded 1MB of data from your vps. If 1,000 people download that file than you have downloaded or transferred 1,000MB or 1GB of data.

FAIR USAGE

(i) Micfo International LLC provides fully managed VPS' to its customers. The VPS support team pro-actively monitors and manages all our hardware nodes. Customers would have to manage the processes which function within their individual virtual servers.

(ii)  Customers may choose between a plain vps (without a control panel) and a vps along with a control panel. The support team strongly recommends that customers also purchase a control panel to be able to work with and manage their vps in a better way than a plain vps. Configuration of DNS, user accounts, mail accounts, ftp accounts and all such configuration functions will have to be taken care of by the users themselves for a vps without a control panel. The vps support team would not be accountable for these. It is assumed that a customer opting for a plain vps would be managing the configurations and settings themselves and also has sufficient working knowledge of the VPS environment to work with such VPS.

(iii) Only those softwares which come bundled with the control panel provided by Micfo International LLC would be supported by the support team

(iv) The VPS support team would not be responsible for any externally sourced and downloaded software / application which is installed on the vps but is not provided by Micfo. While help would be rendered to the customers to have such programs installed, configuration and settings of these would not be done by the support team. Such an installation would only be performed when there are no pending technical requests on the helpdesks. This is so because of the lowest priority rating given to such activities. Any technical or service related issue which arises as a result of such software / program / application being used, the customer would have to resolve it at their personal level.

(v) The support team would willingly migrate all data from the old vps to the new vps (procured from Micfo), provided the old vps has either cPanel or Plesk on it. In the absence of these two control panels, all the website files would be moved by the support team. It would be the customer's prerogative to move any other data which they may have on their old vps.

(vi) While switching from a linux vps to a windows vps or vice-versa, only the website files would be migrated for the customer by the support team. All the other contents would have to be moved by the customer themselves.

(vii) All VPS accounts go through a very strict fraud check process. Once the sign-up has been approved, the account is put into process. The VPS is then setup within two to three hours of the signup being approved. The setup process involves automation as well as manual work. This is done in order to ensure that each VPS is setup exactly as per the customer's order without any errors.

(viii) Customers are not permitted to send more than 500 outgoing emails per hour from their VPS.  It is also recommended that customers refrain from using their VPS as an intensive streaming server and/or game-servers as it compromises the functioning ability of the virtual server. Micfo recommends the high end plans for customers wishing to use resource intensive applications including Tomcat, JAVA (JDK) and other such similar application software and are best run without any other program on the VPS as in such cases, the VPS may run out of resources.

(ix) Activities like upgrading kernel, OS, running windows updates and installing external software like firewalls and anti-virus should be left for the support team to do. It is recommended that customers do not attempt the above procedures themselves. Also, customers should turn off "Automatic Windows Update” at all times for their Windows VPS and also not install Service Pack II on their individual VPS. In the event of any damages or technical issues arising out of these, customers will have to pay for the recreation of their VPS.

(x) Micfo International LLC does not assume any responsibilities towards data backups.  An attempt to provide a one week old backup would be made in the very remote case of a hardware node failure / crash. However, such a copy of backup would not be having any media files except flash within it. The integrity of such backups cannot be verified till the time it is not restored. Also, such backups would only be used in the event of a failure / issue / problem with the hardware node. Backup copies of individual vps' cannot be given to the customer.

(xi) The maximum number of IP's which can be provided with a VPS is sixteen (16) and from not more than two different subnets of C class IP's.

(xii) The support team cannot upgrade / increase limits of individual resources for a vps. An upgrade would have to be considered in case a customer feels the need to have more resources for their VPS.

(xiii) Physical accessories (including, but not limited to) soundcards, video cards, graphic cards, printers, scanners or any USB device cannot be plugged into a VPS.

(xiv) Reverse DNS delegation cannot be done for a VPS. This is because only a full subnet of /24 (255 IP's) can be delegated while we do not provide a /24 on a VPS.

VPS SUPPORT

(i) A full fledged and dedicated vps support team will be available for help round the clock on all days including national and bank holidays - 24 x 7 x 365 support.

(ii) Tickets raised from the support section of the website and emails sent directly to vps@micfo.com are responded to within 1 (one) hour. The customer is informed whenever further investigation is required for a particular support request.

(iii) Live-Support is available at all times for any / every issue that a customer may have. However, the VPS team may request an email sent as part of the authentication process, where they deem it to be necessary.

(iv) For all issues where the control panel / software vendors or developers have to be approached for help, there cannot be an exact estimate of time required for the issue in hand. Final resolution completely depends on the severity of the issue and the response time of the provider. Customers will receive regular updates on such issues.

(v) Micfo has a community forum where views and suggestions are welcome from customers. However, a trouble ticket would have to be raised or the support team has to be contacted over live support for the technical support team to look into the issues on hand and is the quickest way to have an issue resolved. Forums are a platform which facilitates discussion, exchange of views and ideas. It is never to be used as an alternative support board.