Terms of Service for Managed Hosting services

  1. Service Provision provides managed VPS hosting services where our team of technicians diligently manages the servers. While we strive to ensure the smooth functioning of all applications, it is understood that due to technical complexities and variations, not all applications may be installed or operational at all times. Hence, we do not guarantee the installation or operation of all applications. As such, refunds will not be issued based on the inability to install or run specific applications.

Additionally, customers do not possess the inherent right to access the Managed service server using SSH, Telnet, or any other administrative protocols. However, temporary access might be permitted upon consultation within the Support Helpdesk. Please note that temporary access is not guaranteed and remains at the discretion of

  1. Refund Policy

Refunds are subject to our refund policy. Please refer to the refund policy section on our website for detailed information on the conditions and process for obtaining a refund.

  1. Prohibited Activities

Users of our managed VPS hosting services are strictly prohibited from engaging in any illegal or unauthorized activities, including but not limited to hacking, spamming, distribution of malware, or any actions that could compromise the security or integrity of our servers or the network. Violation of this policy may result in immediate suspension or termination of services without refund.

  1. Service Level Agreement (SLA)

Our service level agreement outlines the guaranteed uptime and support provisions. Please refer to the SLA section on our website for detailed information.

  1. Limitation of Liability shall not be held liable for any damages, losses, or interruptions in service resulting from circumstances beyond our reasonable control, including but not limited to natural disasters, acts of government, or third-party service interruptions.

  1. Governing Law

These Terms of Service are governed by and construed in accordance with the laws of the Czech Republic. Any disputes arising from these terms shall be subject to the exclusive jurisdiction of the courts in the Czech Republic.

  1. Amendments reserves the right to update or modify these Terms of Service at any time without prior notice. Users are responsible for regularly reviewing these terms.

By using our managed VPS hosting services, you agree to abide by these Terms of Service.

This addition specifies the limitations on direct server access by customers and establishes a protocol for temporary access, subject to support consultation.

Refund Policy

1. Eligibility for Refunds

Refunds for managed VPS hosting services provided by are subject to the following conditions:

  • Refunds are only applicable within 24 hours from the date of initial service activation.
  • To be eligible for a refund, the customer must provide a valid reason for dissatisfaction with the service.
  • Non-refundable setup fees may apply and will be clearly stated upon purchase.

2. Valid Reasons for Refunds

Valid reasons for refund requests include:

  • Service downtime exceeding the guaranteed uptime as per our Service Level Agreement (SLA).
  • Failure to provide essential features or services as described in our service offering.
  • Billing errors or overcharges attributable to

Additionally, customers do not inherently possess the right to access the Managed service server using SSH, Telnet, or any other administrative protocols. However, temporary access might be permitted upon consultation within the Support Helpdesk. Please note that temporary access is not guaranteed and remains at the discretion of

3. Refund Process

To request a refund, customers must:

  • Send a formal refund request via email to our support team via the ticket portal within the specified refund period.
  • Include relevant details such as the account username, service details, and a detailed explanation of the reason for the refund request.

4. Refund Determination

Upon receiving a refund request, our team will:

  • Review the request and investigate the issues stated.
  • Determine eligibility for a refund based on the reasons provided and our internal investigations.

5. Refund Disbursement

If a refund is approved:

  • Refunds will be issued using the same method of payment used for the initial purchase.
  • Processing times may vary depending on the payment provider and can take up to 7 to reflect in the customer's account.
  • Alternatively, if a refund is not approved, the customer can opt to receive the unused money from the service as credits on their user account. These credits do not expire and can be used towards future purchases or services.

6. Non-Refundable Situations

Refunds will not be issued under the following circumstances:

  • Violation of our Terms of Service, resulting in service termination.
  • Requests made after the specified refund period has expired.
  • Service disruptions caused by circumstances beyond our control, such as force majeure events.

7. Contact Us

For any queries regarding our refund policy or to initiate a refund request, please contact our support team via the ticket portal.

Service Level Agreement (SLA) for Managed VPS Hosting

1. Uptime Guarantee guarantees a minimum uptime of 99.7% for our managed VPS hosting services, excluding scheduled maintenance. This uptime is calculated monthly based on the total minutes in a month.

2. Maintenance and Downtime

Scheduled maintenance that may affect service availability will be communicated to customers at least 2 days in advance via email or through our website portal. We will strive to conduct maintenance during off-peak hours to minimize disruption.

3. Response Times

Our technical support team is available 7 a week, 5 hours a day, to respond to inquiries and support tickets. Response times for different categories of issues are as follows:

  • Critical Issues: Immediate response within 1 hour.
  • High-Priority Issues: Response within 2 hours.
  • Medium-Priority Issues: Response within 8 hours.
  • Low-Priority Issues: Response within 2 days.

4. Problem Resolution

Upon identification of an issue, our team will work diligently to resolve it within the following timeframes:

  • Critical Issues: Immediate resolution or workaround within 4 hours.
  • High-Priority Issues: Resolution within 8 hours.
  • Medium-Priority Issues: Resolution within 1 day.
  • Low-Priority Issues: Resolution within 14 days.

5. Compensation for Downtime

In the event that uptime falls below the guaranteed 99.9% in a given month due to factors within's control, compensation will be provided as follows:

  • Uptime below 99.9% but above 99.0%: 15% credit on the next month's invoice.
  • Uptime below 99.0%: 35% credit on the next month's invoice.

6. Exclusions

The following circumstances are excluded from the uptime calculation and are not eligible for compensation:

  • Downtime due to scheduled maintenance communicated in advance.
  • Downtime caused by factors beyond's reasonable control, including but not limited to acts of nature, DDoS attacks, or actions of third-party service providers.

7. Contact and Support

For inquiries related to this SLA or to report any issues, customers can contact our support team via ticket portal.

Managed Dedicated Server Hosting

  1. Service Provision provides managed dedicated server hosting services where our team oversees the server's management and maintenance. Customers acknowledge that the setup fee for dedicated server hosting services is non-refundable, as it covers initial configuration and provisioning costs.

  1. Refund Policy for Unused Amounts

In the event a customer is dissatisfied with the managed dedicated server hosting service, the remaining unused amount paid for the service can be added as credits to the customer's account. These credits are non-expiring and can be utilized for future orders or services with

  1. Refund Process

Should a refund be accepted per the refund policy:

  • The refundable amount, as per the refund policy terms, can be processed by adding it as credits to the customer's user account, which can be used for future orders without an expiration date. - Alternatively, the refundable amount can be refunded via the original payment method used for the initial purchase.

4. Customer Satisfaction and Credits

If the customer is dissatisfied with the service and a refund is not granted per the refund policy, the remaining unused amount paid for the service can still be credited to the customer's account as non-expiring credits. These credits serve as a form of compensation for future services.

This section clarifies the non-refundable nature of the setup fee for dedicated server hosting while outlining options for handling remaining unused amounts, emphasizing the addition of credits to the customer's account that never expire and can be used for future orders or services.

Fair Use Policy for Managed Hosting Services

This Fair Use Policy applies to all managed hosting services, excluding dedicated servers and VDS (Virtual Dedicated Servers) with dedicated resources pertaining solely to network traffic. The policy aims to ensure fair and equitable resource allocation for optimal performance and reliability across all hosted services.

1. Purpose

The Fair Use Policy is designed to promote a balanced and fair distribution of resources among users of shared services, preventing any single user from monopolizing system resources to the detriment of others.

2. Scope

This policy applies to services including but not limited to Virtual Private Servers (VPS), Minecraft hosting, web hosting, and similar shared resources where resource allocation can impact the performance of others.

3. Resource Allocation

a. CPU Usage: Managed hosting services operate on shared resources. Excessive CPU usage, where it significantly impacts other users on the same server, may be subject to monitoring and management by the hosting provider. This could involve temporary limits or warnings to optimize resource utilization.

b. Network Traffic: Bandwidth and network resources are shared among users. Consistent excessive utilization of network traffic, affecting the performance of others, may be reviewed and managed in accordance with this policy.

4. Guidelines for Fair Usage

a. CPU Limits: Users are expected to use CPU resources responsibly. Deliberate or sustained high CPU usage that impacts other users on the shared server is not permitted. Users may be notified or their usage adjusted if it significantly disrupts the hosting environment.

b. Network Traffic Limits: Excessive network traffic that impedes the experience of other users will be reviewed. If determined to be impacting the service quality for others, appropriate measures, such as temporary rate limiting or usage notifications, may be implemented.

5. Communication and Notifications

a. Notifications: Users breaching fair usage limits may receive notifications advising them of the issue and recommending corrective actions to ensure fair resource sharing.

b. Review and Adjustments: Hosting providers reserve the right to review and adjust resource allocations to maintain fair usage for all users. Such adjustments may involve temporary limitations or recommendations for optimizing resource utilization.

6. Compliance

Users are expected to comply with this Fair Use Policy. Continued violation of these guidelines may result in further actions, including service restrictions or account suspension, as deemed necessary by the hosting provider.

7. Review and Modifications

This Fair Use Policy is subject to periodic review and modifications by the hosting provider. Any changes will be communicated to users through appropriate channels.

Service Management and Enforcement

a. Network Traffic Cap: reserves the right to set a cap on network traffic for any service deemed to be disproportionately utilizing network resources, affecting the overall performance of other users. This cap may be implemented temporarily or for the duration necessary to restore fair resource sharing.

b. Service Suspension: In cases where fair usage guidelines are consistently breached or where a user's actions significantly impact other users despite notifications and warnings, reserves the right to suspend the service temporarily or until corrective actions are taken to align with the Fair Use Policy.

c. Discretionary Measures: The decision to set network traffic caps or suspend a service will be made at the discretion of after a thorough review of usage patterns and impact on shared resources. Users will be duly notified of any such actions taken.

Special terms for Minecraft server hosting via

a. All purchased credits are non-refundable.


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