Terms of Service

1. Agreement, Parties, and Order of Precedence

HostPlex provides hosting and related infrastructure services through hostplex.org, the Client Portal at clientportal.hostplex.org, and associated systems. If you are entering into these Terms on behalf of a company, organization, or other legal entity, you represent that you have authority to bind that entity. In that case, “you” means the entity and its authorized users.

These Terms, together with your Order, any written statement of work, any acceptable-use or abuse addendum we publish, and the Privacy Policy, constitute the entire agreement for the Services and supersede prior oral or written statements about the same subject, except for a separately signed master services agreement that expressly overrides these Terms. If documents conflict, they control in this order: (1) a signed master services agreement or custom quote accepted in writing; (2) the Order or invoice for the specific plan; (3) these Terms; (4) marketing pages, including Pricing.

We may refuse, condition, or cancel an Order where we reasonably believe the intended use is unlawful, abusive, a credit or fraud risk, technically incompatible, or likely to harm other customers or our network.

2. Definitions

In these Terms:

• “Services” means web hosting, server management, server security, related add-ons, support, and any other product HostPlex supplies to you.
• “Order” means the plan, term, price, and options you select at checkout, by invoice, or through the Client Portal.
• “Content” means websites, files, databases, email, code, media, logs, and other data you or your end users store, transmit, or process using the Services.
• “Budget Web Hosting” means the Starter, Business, and Enterprise shared or managed web hosting plans shown on the Pricing page.
• “Premium Web Hosting” means the Business Pro, Business Plus, and Business Premium web hosting plans shown on the Pricing page.
• “Server Management” means Basic, Professional, and Enterprise Management services for operating-system and server administration.
• “Server Security” means Essential, Advanced, and Enterprise Security services for firewalling, monitoring, and related controls.
• “Unlimited Bandwidth” means unmetered transfer subject to the fair-use rules in Section 10, not a guarantee of infinite capacity, dedicated transit, or unrestricted high-volume distribution.
• “Business Day” means Monday through Friday, excluding HostPlex-observed holidays, unless a plan expressly includes 24/7 coverage.

3. Eligibility, Authority, and Accounts

You must be at least 18 years old and legally able to enter a contract. You must provide accurate account, billing, and technical contact information and keep it current in the Client Portal. You are responsible for all activity under your account, including actions by employees, contractors, resellers, and anyone you grant access.

You must protect credentials, API keys, control-panel logins, SSH keys, and recovery codes. Notify us promptly through the contact page or Client Portal if you suspect unauthorized access. HostPlex may treat instructions from a person using valid account credentials as authorized by you.

We may require identity, business, or payment verification before activating or restoring service. Failure to complete verification, or providing false information, is a material breach.

4. Services Generally

HostPlex offers three primary service families, which may be purchased separately or combined:

• Web Hosting — website, application, and related storage/bandwidth packages in Budget and Premium lines.
• Server Management — monitoring, patching, optimization, reporting, and operational support for eligible servers.
• Server Security — firewall, certificate, monitoring, audit, and related security operations according to the selected tier.

Unless an Order says otherwise, web hosting is provided on shared or multi-tenant infrastructure. Resource guarantees are those listed for your plan. Features advertised on other plans are not included unless purchased. HostPlex may substitute equivalent components, relocate workloads between healthy nodes, or change underlying software versions when reasonably required for security, capacity, or vendor support, provided the change does not materially reduce the purchased allotments during the then-current paid term.

You remain solely responsible for your applications, plugins, themes, code quality, CMS hardening, access control lists, and the legality of Content. HostPlex does not become the publisher, owner, or editor of your Content by hosting it.

5. Budget Web Hosting Plans

Budget Web Hosting is designed for sites that need a lower monthly cost with defined storage, support, and (where applicable) backup features. All Budget plans include a standard SSL certificate as described in Section 11. Plan names and published monthly prices below are the rates shown on the Pricing page as of the effective date of these Terms and are billed in advance unless your Order states a different cycle.

5.1 Starter — $3.99 / month

Starter is an entry-level Budget plan intended for small sites, landing pages, early-stage projects, and low-traffic brochures. Included allotments:

• Storage: 10 GB of web, application, and associated account storage. This includes website files, databases counted against the same pool unless we separately meter databases, logs retained on the account, and mail stored in the hosting account if email is enabled. When storage reaches 100% of the allotment, new writes may fail, sites may error, and we may suspend additional uploads until you delete data or upgrade.
• Bandwidth: 500 GB of outbound transfer per billing month. Transfer is measured by our platform. If you exceed 500 GB, we may throttle, charge overage at then-current rates, require an upgrade, or suspend the site after notice where reasonably practical. Unused bandwidth does not roll over.
• SSL: One standard domain-validated certificate for the primary hostname, automatically issued and renewed while the account is in good standing.
• Support: Email support during Business Days. There is no contractual 24/7 live coverage, no dedicated technician, and no guaranteed first-response time shorter than commercially reasonable effort, typically within two Business Days for non-outage tickets.
• Backups: Starter does not include daily platform backups. You must maintain your own copies. Any snapshot we take for infrastructure maintenance is incidental and not a recovery product sold to you.
• Intended use: Modest CPU, RAM, inode, and process limits appropriate to a shared node. Persistent daemons, heavy cron, video streaming, large file distribution, and unconstrained CI/CD runners are not included.

Starter is not suitable as a sole environment for regulated workloads, high-availability commerce, or applications that require isolated compute. If your traffic, storage, or process usage regularly saturates Starter limits, we may require migration to Business or a Premium plan.

5.2 Business — $14.32 / month

Business is the most popular Budget plan and is intended for growing company sites that need more storage, unmetered transfer under fair use, priority ticket handling, and daily backups.

• Storage: 50 GB. The same counting rules as Starter apply. Database growth, media libraries, staging copies, and error logs all count. We may impose inode caps to protect the filesystem; inode exhaustion is treated as a storage-limit event even if byte usage is below 50 GB.
• Bandwidth: Unlimited Bandwidth as defined in these Terms. Fair-use applies. Sustained saturation of a shared uplink, content-delivery abuse, or use as a download mirror may still be limited.
• SSL: Standard certificate coverage for the primary site hostname, with reasonable support for typical www/non-www pairing as our automation allows.
• Support: Priority Support. Tickets are queued ahead of Starter email-support tickets. Target first response for production-down issues is within one Business Day, and for general requests within two Business Days, excluding upstream or customer-caused faults.
• Backups: Daily backups on a rolling retention of seven (7) calendar days, taken on a best-effort schedule. Backups are not application-consistent for every database engine unless stated. Restore requests may be limited in frequency. You must still keep independent copies of critical data.
• Traffic assumption: Business is sized for typical brochure, blog, and small commerce traffic. Extreme bot traffic, scraping, or uncached dynamic page storms may still degrade the site or trigger fair-use review.

5.3 Enterprise — $20.14 / month

Enterprise Budget hosting is for larger sites on the Budget line that need more disk, 24/7 priority support, daily backups, and the Advanced Security feature bundle that ships with this plan (which is not the same product as a Server Security subscription).

• Storage: 200 GB, subject to inode and file-count limits. Very large numbers of tiny files (for example, unbounded cache or session shards) may be restricted even under the byte cap.
• Bandwidth: Unlimited Bandwidth under Section 10. Enterprise Budget still runs on shared or multi-tenant hosting unless you purchase isolated infrastructure under a custom Order.
• SSL: Standard certificate automation as described in Section 11, including reasonable multi-host coverage when our panel automation supports it for the account.
• Support: 24/7 Priority Support for service-affecting outages on HostPlex-managed hosting infrastructure. Application debugging, plugin conflicts, and theme work remain billable or out of scope unless we agree otherwise. General (non-outage) requests are handled on a priority queue.
• Backups: Daily backups with a rolling retention of fourteen (14) calendar days, best effort. Restore tests are your responsibility. We do not guarantee that a particular backup is restorable for every point in time.
• Advanced Security (hosting feature): This plan includes hosting-level Advanced Security, which may include malware scanning of web files, basic web application firewall rules, and automated certificate hygiene. It is not a substitute for Server Security Essential, Advanced, or Enterprise, does not include penetration testing, a security operations center, or compliance attestations, and does not guarantee that the site cannot be compromised.

If you require dedicated firewall policy, intrusion detection tuned to a custom stack, DDoS beyond platform defaults, or documented compliance support, you must add a Server Security plan or a custom package.

6. Premium Web Hosting Plans

Premium Web Hosting is a separate product line from Budget hosting. Premium plans generally provide larger storage allotments and are intended for businesses that want more headroom on the hosting platform. Premium does not automatically include Server Management or Server Security subscriptions. Published monthly prices below are as shown on the Pricing page as of the effective date.

6.1 Business Pro — $12.69 / month

Business Pro is the entry Premium hosting plan.

• Storage: 100 GB, including site files, databases counted against the plan pool, and retained logs. Staging copies you create on the same account count against the cap.
• Bandwidth: Unlimited Bandwidth under fair use. Business Pro is still subject to process, I/O, inode, and connection limits appropriate to the Premium shared or managed platform.
• SSL: Free standard SSL as described in Section 11.
• Support: Priority Support on the same general targets as Budget Business: production-down HostPlex-platform issues ahead of standard email-support queues; no dedicated named engineer.
• Backups: Daily platform backups are not included on Business Pro unless added as an option or later bundled in a revised Order. You must maintain independent backups. If we later enable complimentary snapshots, they remain best effort and do not change this default allocation unless the Client Portal lists daily backups as an included feature for your product.
• Fit: Suitable for professional sites with moderate media libraries that do not need the backup and security add-ons of higher Premium tiers.

6.2 Business Plus — $19.42 / month

Business Plus is the most popular Premium plan and is intended for content-heavy or higher-traffic business sites.

• Storage: 350 GB. Object-storage offload, CDN origin pull, or large video libraries may still be inappropriate if they create unsustainable I/O on the hosting node. We may require architectural changes or a custom package for media-origin workloads.
• Bandwidth: Unlimited Bandwidth under Section 10.
• SSL: Standard automated certificates.
• Support: Priority Support, including higher queue priority than Business Pro for equivalent severity.
• Backups: Daily backups with a rolling seven (7) day retention, best effort, with the same restore and consistency limitations described for Budget Business.

Business Plus does not include 24/7 priority coverage or the hosting Advanced Security bundle. Those are features of Business Premium or a Server Security add-on.

6.3 Business Premium — $26.77 / month

Business Premium is the top published Premium hosting plan.

• Storage: 500 GB, subject to inode, I/O, and file-count protections. This is not object storage or an archival product. Cold archives, backups of unrelated systems, and personal file-sync repositories are prohibited uses of hosting disk.
• Bandwidth: Unlimited Bandwidth under fair use. Anycast, global PoPs, or dedicated unmetered ports are not included unless a custom Order says so.
• SSL: Standard automated certificates. Extended Validation or Organization Validation certificates, if available, are add-ons.
• Support: 24/7 Priority Support for HostPlex-platform outages affecting this plan, with priority over non-24/7 queues. Code-level development, SEO, and content writing remain outside the hosting support scope.
• Backups: Daily backups with fourteen (14) day rolling retention, best effort.
• Advanced Security (hosting feature): Same category of hosting-level malware scanning and baseline WAF/certificate hygiene described for Budget Enterprise. It is complementary to, not a replacement for, Server Security Advanced or Enterprise.

Combining Business Premium hosting with Professional or Enterprise Server Management and Advanced or Enterprise Server Security is permitted where technically compatible and sold as separate line items unless a custom bundle is quoted.

7. Server Management Plans

Server Management is an operational service. It is not web hosting by itself. It applies to servers that HostPlex agrees in writing to manage, which may be HostPlex-provided machines or customer-provided machines that meet our access, OS, and network prerequisites. You must grant the access we reasonably require (typically privileged SSH, panel, hypervisor, or cloud-console access). If you revoke access, change credentials without notice, or run unmanaged changes that conflict with our work, the service is impaired and SLAs do not apply.

Management does not transfer ownership of your applications. We do not become responsible for application bugs, third-party plugin vulnerabilities, or business logic. Published monthly prices below are as shown on the Pricing page as of the effective date.

7.1 Basic Management — $99.99 / month

Basic Management is a lightweight operations package for a single eligible server unless the Order lists additional nodes.

• Server monitoring: Availability and basic resource checks (for example, ICMP/HTTP checks, disk, CPU, or memory thresholds as we configure). Alerting is to the contacts on file. Monitoring is not a guarantee that every process or business transaction is healthy.
• Weekly updates: We will apply routine operating-system and common package updates on a weekly window that we schedule or that you approve. Kernel updates requiring reboot will be planned. We may delay an update that we reasonably believe will break a documented workload, but we are not obligated to indefinitely freeze a vulnerable package.
• Performance optimization: Reasonable baseline tuning (for example, common web-server or database parameter hygiene) at onboarding and when tickets identify clear misconfiguration. Deep application profiling, query rewriting, and custom capacity planning are out of scope.
• Support: Email support during Business Days. After-hours work is not included except for commercially reasonable response to complete outages of the managed node when we are able to receive alerts.
• Monthly reports: A summary of notable incidents, patch status, and high-level resource observations. Reports are operational, not audit or compliance certificates.
• Not included: 24/7 monitoring coverage, daily patching, backup management as a product, custom automation beyond our standard tooling, and dedicated staff.

Basic Management assumes a supported Linux distribution or another OS we have accepted in the Order. End-of-life operating systems may be refused or quoted as custom work.

7.2 Professional Management — $199.99 / month

Professional Management is the most popular management plan and expands coverage, patch cadence, reporting, and backup operations.

• 24/7 server monitoring: Continuous monitoring of agreed checks. On-call response is for infrastructure and OS-level incidents on the managed server, not 24/7 application development. Response begins when our systems or on-call rotation receive a valid alert.
• Daily updates and patches: Security and routine patches are evaluated daily and applied according to our change practice, with reboots scheduled to reduce disruption. Emergency patches for actively exploited vulnerabilities may be applied with shorter notice.
• Performance optimization: Includes the Basic scope plus periodic review of resource trends and reasonable tuning of common stacks (for example, PHP-FPM, Nginx/Apache, or MySQL/MariaDB defaults) when monitoring shows sustained pressure.
• Priority Support: Management tickets are handled ahead of Basic Management email queues. Production-down OS/infrastructure issues are treated as high severity.
• Weekly reports: Operational summaries including patch highlights, incidents, and backup job status when backup management is in use.
• Backup management: We will configure and monitor backup jobs to a target you provide or that is included in the Order (local, off-server, or object storage). Retention, encryption keys, and restore testing remain shared responsibilities. Backup management is not a warranty that every restore will succeed or that ransomware cannot encrypt a reachable backup target.

Professional Management covers one production server unless the Order lists a cluster, staging node, or additional instances at stated fees. Hypervisor, Kubernetes, or multi-cloud control-plane management requires a custom scope.

7.3 Enterprise Management — $399.99 / month

Enterprise Management is our highest published management tier and is intended for businesses that need tighter operational cadence and a dedicated support relationship within the meaning of this plan.

• 24/7 server monitoring: Same continuous monitoring concept as Professional, with higher internal priority and more granular checks where the stack is documented and access allows.
• Real-time updates: Security patches may be applied as they are released and validated for the managed OS, including out-of-band emergency changes. “Real-time” means commercially prompt, not instantaneous worldwide replication of every upstream package. We may still batch low-risk updates to protect stability.
• Advanced optimization: Deeper performance work within sysadmin scope: filesystem and I/O review, web/database engine tuning, and capacity recommendations. Application code changes, schema redesign, and licensed enterprise DBA retainers are extra unless quoted.
• Dedicated support team: A designated HostPlex technical contact group familiar with your managed environment, not an exclusive employee on retainer unless a custom contract says otherwise. Escalation paths are shorter than Professional Management.
• Daily reports: Daily operational status covering monitoring exceptions, patch activity, and backup outcomes when applicable. Daily reports may be abbreviated on quiet days.
• Automated backups: Backup jobs are automated, monitored, and included in daily operational review. You must still provide or purchase backup destinations with sufficient capacity and immutability if you require ransomware-resistant copies.
• Custom configurations: Reasonable custom OS, firewall, scheduler, and service configurations documented in the Order or a living runbook. Open-ended software engineering, proprietary product development, and unrelated IT helpdesk work are not included.

Enterprise Management still requires that you not make conflicting root-level changes. Unauthorized production changes may be rolled back. Time spent recovering from undocumented customer changes may be billed at then-current professional-service rates.

8. Server Security Plans

Server Security plans provide security engineering and monitoring services. They do not make HostPlex an insurer, do not guarantee that systems cannot be breached, and do not replace your obligation to write and maintain secure applications, manage user permissions, and respond to incidents in your business. Coverage applies to systems listed on the Order. Published monthly prices below are as shown on the Pricing page as of the effective date.

If you also purchase web hosting, platform defaults and hosting-level “Advanced Security” features may overlap in name but not in scope. Server Security is the product that provides the firewall, audit, and detection items listed for each tier below.

8.1 Essential Security — $20.99 / month

Essential Security is a baseline hardening and hygiene package.

• Firewall configuration: We will implement a standard host or edge firewall policy (allowing common web, SSH from agreed sources, and other ports you document). Ongoing rule changes beyond reasonable monthly adjustments may be ticketed as extra work.
• SSL/TLS certificates: Assistance with issuance, installation, and renewal of standard certificates for in-scope hostnames, using automation where available. You must control the DNS or HTTP validation path.
• Security updates: Guidance and, where we have management access, application of security-related OS and common service updates on a scheduled basis. If you do not also buy Server Management, our ability to patch may be limited to advisory work plus changes you approve.
• Basic monitoring: Periodic or lightweight checks for service availability and obvious certificate expiry, not a 24/7 SOC.
• Monthly security audit: A monthly review of high-level posture (open ports, patch lag we can observe, certificate status, and obvious misconfigurations). This is not a penetration test, not a PCI ROC, and not a legal certification of compliance.

8.2 Advanced Security — $35.99 / month

Advanced Security is the most popular security plan and adds detection, DDoS features as available on our platform, and more frequent review.

• Advanced firewall: Tighter default-deny posture, rate controls where supported, and more frequent rule review than Essential.
• DDoS protection: Mitigation using the DDoS capabilities of our network or designated upstream, up to the capacity those systems provide. Volumetric attacks can exceed any mitigation tier. Protection is not a promise of uninterrupted availability during an attack.
• Intrusion detection: Host or network IDS/IPS signatures and alerting as we deploy for this tier. Tuning to eliminate all false positives is not guaranteed. You must not disable agents we require.
• 24/7 security monitoring: Alerting coverage around the clock for events the tooling is configured to raise. Investigation depth for each alert is commercially reasonable, not unlimited digital forensics.
• Weekly security audits: Shorter-cycle posture reviews than Essential.
• Vulnerability scanning: Authenticated or unauthenticated scans of in-scope public services on a recurring schedule. Scans may miss zero-days, unscanned internal segments, and application logic flaws. You authorize scanning of your systems.

8.3 Enterprise Security — $78.99 / month

Enterprise Security is the highest published security tier and is intended for organizations that need SOC-style coverage, more aggressive detection, and compliance assistance as described here.

• Enterprise firewall: Policy design for more complex allow-lists, segmentation recommendations, and change review appropriate to a single production environment unless the Order lists additional networks.
• Advanced DDoS protection: Higher-priority use of available mitigation capacity and more aggressive traffic-engineering during attacks, still subject to upstream limits and internet-scale events.
• Real-time intrusion detection: Continuous IDS/IPS with faster triage of high-severity alerts. “Real-time” means streaming or near-real-time pipeline processing, not a guarantee that every packet is human-reviewed.
• 24/7 Security Operations Center: Around-the-clock watch on the signals we collect. The SOC function may be staffed by HostPlex personnel and/or approved subcontractors. It is not a physical on-site guard service and does not include unlimited incident-response retainers, malware reverse engineering, or legal notification drafting unless separately scoped.
• Daily security audits: Daily exception-focused reviews. Quiet days may produce abbreviated reports.
• Penetration testing: Periodic pen-testing of in-scope external surfaces on a schedule we set (typically no more often than annually unless the Order says otherwise), using methods intended to avoid unnecessary production harm. You must provide written authorization, maintenance windows, and exclusions. Destructive testing, social engineering of your staff, and physical testing are excluded unless expressly added. Findings are delivered as a report; remediation implementation may require Server Management, hosting access, or professional-service hours.
• Compliance support: Reasonable assistance with technical evidence, control descriptions, and questionnaire responses for frameworks you pursue (for example, assisting with security-control narratives). HostPlex does not warrant that your organization will achieve, maintain, or pass PCI DSS, HIPAA, SOC 2, ISO 27001, FedRAMP, or any other certification. We are not your Qualified Security Assessor, auditor, or legal counsel. Customer remains the regulated entity.

Security services may involve inspection of logs, traffic metadata, and files on in-scope systems. You represent that you have authority to permit that inspection, including for personal data of your end users, as further described in the Privacy Policy.

9. Custom Solutions

If published plans do not fit, HostPlex may quote a custom package. Custom work is governed by the quote, statement of work, and these Terms. Features, SLAs, dedicated hardware, private networking, colocation, development, migrations of unusual size, multi-region designs, and compliance programs not described in a published plan are included only if the custom Order lists them. Custom pricing may be recurring, one-time, or milestone-based. Work begins when we accept the Order and any required deposit is paid.

Estimates of hours or delivery dates are good-faith approximations, not guarantees, unless the custom agreement expressly creates a firm deadline and a stated remedy.

10. Fair Use, Resources, and Overages

All hosting plans are subject to technical limits even when marketing uses the word “unlimited.” HostPlex operates multi-tenant systems. You may not consume disk, inodes, CPU, RAM, I/O, processes, connections, mail volume, or network in a way that degrades service for others or that is disproportionate to the plan’s intended use.

10.1 Storage and inodes

Storage caps in Sections 5 and 6 are hard limits. Soft warnings may be sent, but we are not required to prevent you from hitting the cap. Inode or file-count limits may be enforced independently. You must not use hosting storage as a general backup target for unrelated computers, as a public file dump, or as a torrent/seedbox archive.

10.2 Bandwidth and “unlimited”

Starter’s 500 GB monthly transfer is a hard allotment. For plans advertised with Unlimited Bandwidth, transfer is unmetered for ordinary website and application use. The following are examples of unfair or prohibited use of unmetered transfer: operating a download portal or mirror; streaming or hosting large media libraries as a primary CDN replacement; proxy, VPN, or tunnel exit nodes; cryptocurrency peering; mass scraping; or sustained saturation of a shared 1 Gbps or similar uplink. We may rate-limit, relocate, reprice, or suspend such workloads.

10.3 CPU, RAM, processes, and databases

Each plan has unpublished but reasonable process, entry-process, I/O wait, and memory ceilings. Runaway cron, unindexed queries, traffic spikes from bots, and poorly cached CMS pages may be throttled. We may require caching, a CDN, query optimization, or an upgrade.

10.4 Overages and upgrades

If you exceed an allotment, we may (a) invoice overage at then-current rates, (b) require an immediate plan upgrade, (c) restrict features, or (d) suspend the Service after notice where practical. Web Hosting may also be billed with reference to selected plan plus average daily visitors or other usage metrics if your Order or a later usage policy we provide to you so states. Optional add-ons are billed when elected.

11. SSL/TLS, DNS, Email, and Domains

Standard SSL certificates included with web hosting plans are domain-validated certificates obtained through third-party certificate authorities or automated issuers. Issuance depends on your DNS and HTTP configuration. We are not liable if a third-party CA is unavailable, revokes a certificate, or changes validation rules. Wildcard, EV, and OV certificates are not included unless listed on the Order.

DNS hosting, domain registration, and mailbox services are included only if expressly sold. Where email is enabled on a hosting account, it is subject to storage caps, outbound sending limits, and anti-spam controls. HostPlex is not a guaranteed archival mail system. You must not use our platform to send unsolicited bulk email. We may require SPF, DKIM, and DMARC alignment.

If we register or renew a domain on your behalf, you authorize us to act as billing or technical contact as needed for the registrar. Domain fees may be separate from hosting. Lapsed domains may be lost; we are not obligated to pay renewal fees if your account is past due.

12. Backups and Recovery

Backup features apply only to plans that list daily backups or to Server Management tiers that include backup management or automated backups. Unless a written SLA says otherwise, backups are provided on a best-effort basis. They are not a substitute for a business continuity program.

• Starter and Business Pro default to no included daily backup product.
• Budget Business and Premium Business Plus: daily jobs, approximately 7-day retention.
• Budget Enterprise and Premium Business Premium: daily jobs, approximately 14-day retention.
• Professional Management: backup job configuration and monitoring to an agreed target.
• Enterprise Management: automated backup jobs included in daily operational review.

We do not warrant that any particular file, mailbox, or database transaction is captured; that backups are off-site, immutable, or encrypted with keys only you hold; or that restoration will complete within a stated time. Corruption, incomplete dumps, ransomware that reaches backup targets, and customer deletion after retention expiry may make recovery impossible. You agree to maintain independent backups of all critical Content. Restore requests may be limited per month; excessive restores may be billed as professional services.

13. Support Tiers

Support is provided through the Client Portal, tickets, and channels we designate. Social media, unofficial chat, and third-party forums are not official support. Scope is limited to HostPlex Services. We do not provide unlimited development, content creation, legal advice, or training.

• Email Support (Starter; Basic Management): Business Day handling, commercially reasonable effort, no 24/7 contractual coverage.
• Priority Support (Budget Business; Premium Business Pro and Business Plus; Professional Management): higher queue priority; production-down platform issues ahead of standard queues.
• 24/7 Priority Support (Budget Enterprise; Premium Business Premium): around-the-clock coverage for HostPlex-platform outages on the subscribed hosting product.
• Dedicated Support Team (Enterprise Management): designated technical contact group as described in Section 7.3.
• Security monitoring / SOC (Advanced and Enterprise Security): as described in Section 8, for security signals, not general hosting how-to.

Response targets in these Terms are objectives, not independently payable SLAs, unless a custom Order creates service credits. Time spent on out-of-scope work, customer-caused incidents, or third-party software may be declined or quoted separately. Abusive, harassing, or excessively repetitive tickets may be limited.

14. Acceptable Use Policy

You may use the Services only for lawful purposes and in accordance with these Terms. You must not, and must not allow others to:

• Violate any law, regulation, or third-party right, including privacy, export, sanctions, and consumer-protection rules.
• Store or distribute child sexual abuse material, or any content that exploits minors. We will report such material to authorities and terminate immediately.
• Host or transmit malware, exploit kits, botnet controllers, phishing pages, credential harvesters, or scanners used for unauthorized access.
• Attempt unauthorized access to HostPlex systems, other customers, or third-party networks; perform unapproved penetration testing of our platform (testing your own in-scope systems under Enterprise Security is governed by Section 8.3).
• Send spam, purchase lists, or operate unsolicited bulk email, SMS, or messaging; forge headers; or operate open relays.
• Infringe copyrights, trademarks, trade secrets, or other IP, including piracy, warez, and illegal streaming origins.
• Host content that is unlawfully defamatory, constitutes true threats, or is used to stalk or harass.
• Use the Services for high-risk activities where failure could lead to death, personal injury, or severe environmental damage (including primary control of medical devices, aircraft, or nuclear facilities).
• Mine cryptocurrency, operate anonymous overlay networks as a primary purpose, or run traffic-amplification services.
• Resell hosting or management as a white-label product except under a written reseller agreement.
• Interfere with other tenants, including excessive resource use, mail bombing, or DHCP/ARP abuse on shared networks.

We may investigate suspected violations, cooperate with law enforcement, null-route, filter, or remove Content, and suspend or terminate accounts. We are not obligated to pre-screen Content but may do so when we become aware of a problem.

15. Customer Security Obligations

Regardless of plan, you must use strong unique passwords or keys, enable available multi-factor authentication, patch your applications, remove unused plugins, restrict admin URLs, and keep CMS and dependencies updated. Compromised sites that send spam, attack others, or host malware may be suspended immediately to protect the network. Cleaning a compromised site is your responsibility unless you purchase incident-response work. Server Security and hosting Advanced Security features reduce risk; they do not eliminate it.

You must not share privileged credentials in tickets over insecure channels when a vault or portal field is available. You authorize us to rotate keys or isolate a workload if we reasonably believe it is actively attacking others or is under a severe compromise.

16. Provisioning, Migrations, and Client Portal

Provisioning times are estimates. Shared hosting is often activated after payment clears; management and security onboarding may require access questionnaires, change windows, and baseline audits. We are not responsible for delays caused by you, registrars, prior hosts, or incomplete credentials.

Migrations from another provider are included only if stated on the Order. We will use reasonable efforts but do not warrant zero downtime, perfect DNS TTL behavior, or complete transfer of every mailbox, cron, or undocumented sidecar. You must keep the old provider active until you confirm cutover.

The Client Portal is the system of record for invoices, products, and many support tickets. Portal availability is a Service under these Terms. You must not probe, scrape, or abuse the Portal. Features may change.

17. Fees, Billing, Renewals, and Taxes

Recurring Services are billed in advance on the cycle shown at checkout (typically monthly). One-time work is billed on milestones or as invoiced. You authorize HostPlex and its payment processors to charge the payment method on file for recurring renewals until you cancel in accordance with Section 17 and 20.

Published plan prices are exclusive of taxes, registrar fees, overages, and add-ons unless marked otherwise. You are responsible for VAT, sales, GST, and similar taxes we must collect. Price changes apply on the next renewal after we post or notify them, except that we may pass through third-party cost increases (bandwidth, licenses, certificates) with notice.

Failed payments may incur retry attempts, late fees where permitted, and suspension. Accounts more than a short grace period past due may be interrupted without preserving Content. Reactivation may require payment of arrears, a reconnect fee, and a new term.

Unless you disable auto-renewal in the Client Portal or give cancellation notice before the renewal point we specify (and at least forty-eight (48) hours before the next term if no other period is stated), the Service renews for a successive term at then-current rates.

18. Refunds, Credits, and Chargebacks

Fees are non-refundable except where required by law or where we expressly publish a money-back window for a specific product. Domain registrations, third-party licenses, and completed professional services are not refundable. Partial months are not prorated on Customer-initiated cancellation unless required by law or stated on the Order.

Service credits, if any, are the sole remedy for availability issues described in Section 19 and are not cash refunds. Unjustified chargebacks, payment disputes, or stolen-instrument use are material breaches. We may suspend all Services immediately, recover processor fees, and refuse future business. If you have a billing concern, you must contact us through the contact page or Client Portal before filing a dispute with your bank.

19. Availability, Maintenance, and Credits

HostPlex targets high availability for web hosting platforms but does not guarantee 100% uptime. Unless a written SLA in a custom Order states a percentage and a credit formula, there is no automatic credit. Planned maintenance, emergency security work, upstream Internet or DNS failures, DDoS exceeding mitigation, Customer-caused outages, software you install, and force majeure are excluded from any uptime calculation.

We may perform scheduled maintenance with advance notice when practical, and emergency maintenance without notice when needed to protect the platform. Server Management patch windows may cause reboots. Security filtering may drop malicious or malformed traffic, which can look like an outage to an attacker or to a misconfigured client.

20. Suspension and Termination

You may cancel recurring Services through the Client Portal or by a clear request through the contact page, effective at the end of the then-current paid term unless we agree to an earlier date. Cancellation does not erase amounts already due.

HostPlex may suspend or terminate immediately for non-payment, AUP violation, legal process, credit-card fraud, security risk to the platform or others, or material breach. Where practical for non-urgent billing issues, we may give a chance to cure. After termination, we may delete Content without exporting it if you have not requested a handover while the account was in good standing. Sections that by nature should survive (including fees owed, IP, disclaimers, liability limits, indemnity, and dispute terms) survive termination.

21. Data Return and Deletion

Upon request made before termination while the account is not blocked for abuse, we will use reasonable efforts to provide a copy of hosting files and databases we still retain, subject to technical feasibility and professional-service fees for large or custom exports. After deletion, recovery may be impossible. Legal holds, backups that have not yet expired, and logs may persist for a limited period as described in the Privacy Policy.

22. Intellectual Property and Licenses

You retain ownership of your Content. You grant HostPlex a limited license to host, copy, transmit, display, back up, and otherwise process Content solely to provide the Services, prevent abuse, and comply with law. You represent that you have all rights needed to grant this license and to use any software you install.

HostPlex and its licensors own all right, title, and interest in the platform, documentation, trademarks, runbooks, monitoring configurations we create as standard product, and proprietary tooling. You may not copy, reverse engineer, or resell our panel, SOC playbooks, or management automation except as allowed by law. Feedback you provide may be used by us without obligation.

Third-party software (control panels, operating systems, panels, guest agents) is licensed to you under its own terms. You must have valid licenses for Windows, control panels, or commercial applications you ask us to install.

23. Third Parties and Subcontractors

We use upstream datacenters, transit providers, certificate authorities, DNS, payment processors, email-delivery vendors, and similar subprocessors. Failures of those parties are outside our reasonable control. Server Management and Server Security may be performed in part by approved specialists under confidentiality and security obligations. We remain responsible for their performance as to the Services we sell, subject to the disclaimers and liability caps in these Terms.

24. Confidentiality and Privacy

Each party may receive non-public technical or business information from the other. The receiving party will use it only for the relationship and protect it with reasonable care, except for information that is public, independently developed, or required to be disclosed by law (with notice where legally permitted). Our handling of personal data is described in the Privacy Policy. For hosted end-user data, HostPlex typically acts as a processor or service provider as explained there, and you act as controller or business.

25. DMCA, Export, and Legal Process

If you believe Content on our platform infringes your copyright, send a notice through the contact page with the information required by applicable copyright law (including identification of the work, the infringing material, your contact details, a good-faith statement, and a statement under penalty of perjury that you are authorized). We may remove or disable access to alleged infringing material and terminate repeat infringers in appropriate circumstances.

You must not use the Services in violation of export control or sanctions laws. You represent that you are not a prohibited party and are not located in a comprehensively embargoed jurisdiction where we may not provide service.

We may respond to valid legal process (warrants, court orders, lawful national-security process). Where legally permitted, we may notify you. We may disclose information as described in the Privacy Policy.

26. Disclaimers, Limitation of Liability, and Indemnification

26.1 Disclaimers

THE SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE.” TO THE MAXIMUM EXTENT PERMITTED BY LAW, HOSTPLEX DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICES WILL BE UNINTERRUPTED, ERROR-FREE, SECURE, OR THAT BACKUPS, SCANS, FIREWALLS, DDOS MITIGATION, PENETRATION TESTS, OR SOC MONITORING WILL DETECT, PREVENT, OR REMEDIATE EVERY THREAT, VULNERABILITY, OR LOSS. NO MARKETING STATEMENT, PLAN NAME, OR SUPPORT TIER CREATES A WARRANTY BEYOND THESE TERMS.

26.2 Limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, HOSTPLEX AND ITS OWNERS, OFFICERS, EMPLOYEES, AND SUPPLIERS WILL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, REVENUE, GOODWILL, DATA, BUSINESS INTERRUPTION, OR COST OF SUBSTITUTE SERVICES, EVEN IF ADVISED OF THE POSSIBILITY. OUR TOTAL LIABILITY FOR ALL CLAIMS ARISING OUT OF THE SERVICES IS LIMITED TO THE AMOUNTS YOU PAID TO HOSTPLEX FOR THE SPECIFIC AFFECTED SERVICE DURING THE THREE (3) MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM. THE EXISTENCE OF MULTIPLE CLAIMS DOES NOT EXPAND THIS CAP. SOME JURISDICTIONS DO NOT ALLOW CERTAIN LIMITATIONS; IN THOSE CASES OUR LIABILITY IS LIMITED TO THE GREATEST EXTENT PERMITTED.

26.3 Indemnification

You will defend, indemnify, and hold harmless HostPlex and its personnel from and against claims, damages, losses, and reasonable expenses (including legal fees) arising out of your Content, your end users, your use of the Services, your combination of the Services with other systems, your violation of law or these Terms, or a dispute between you and a third party. We will provide prompt notice of a claim (delay excuses you only to the extent you are prejudiced) and may participate in the defense with counsel of our choosing at our expense. You may not settle a claim that imposes an obligation on us or admits fault by us without our prior written consent.

26.4 Force majeure

Neither party is liable for delay or failure caused by events beyond reasonable control, including natural disasters, war, terrorism, riots, labor disputes, government action, Internet backbone failures, cable cuts, widespread DDoS, pandemics, utilities failure, or failures of certificate authorities or upstream clouds, provided the affected party uses reasonable efforts to mitigate.

27. Disputes, Governing Law, and Changes

These Terms are governed by the laws of the jurisdiction in which HostPlex principally operates, without regard to conflict-of-law rules, except that mandatory consumer-protection laws of your place of residence remain available if they cannot be waived. Courts located in that jurisdiction have exclusive venue, except that HostPlex may seek injunctive relief in any forum to protect its platform or IP. You and we waive class actions and jury trial to the extent waivable. Before filing a claim, you agree to try to resolve the dispute informally by contacting us through the contact page and allowing thirty (30) days to respond.

If a provision is unenforceable, it is modified to the minimum extent necessary, and the rest remains in effect. Failure to enforce is not a waiver. You may not assign the agreement without our consent; we may assign to an affiliate or successor. There are no third-party beneficiaries except as stated for indemnified personnel. Headings are for convenience only.

We may modify the Services and these Terms. Material changes will be posted on this page and/or noticed through the Client Portal or account contacts. Continued use after the effective date of a change constitutes acceptance, except that material fee increases for a prepaid term apply at the next renewal. If you do not agree, you must stop using the Services and cancel before the change takes effect.

28. Contact

Questions about these Terms, DMCA notices, and legal correspondence relating to the Services should be submitted through our contact page. Please include your account name, relevant hostnames, and a clear description of the request. For privacy-specific requests, see the Privacy Policy.

By using HostPlex Services you acknowledge that you have read these Terms, including the plan-specific resource, backup, support, management, and security limitations, and that you understand that security and backup products reduce risk but do not eliminate it.