Web Hosting Service Agreement

Contact Person, Client Support:

At Euralb, we’re committed to providing you with exceptional support every step of the way. All account types come with complimentary written support via Support Ticket during our specified support hours. Plus, if it’s part of your offer, you’ll also have access to free telephone support and live chat support.

Getting support is easy! Simply log in to your Customer Area using your client access details (Login: Email, Password: Customer Password), and submit your written support ticket request through the administration interface.

We believe in transparent pricing, which is why client support is typically included in the all-inclusive price of our products. While our services cover most support needs, we understand that some requests may fall outside of our standard offerings.

In such cases, we handle special support requests on a case-by-case basis. If resolving these issues takes more than 15 minutes of working time, we’ll discuss any additional charges upfront with you, after consultation with you, charge a fee of 30€ (excl. VAT) for each quarter hour commenced ensuring complete transparency and no surprises. Your satisfaction is our priority at Euralb.

Monitoring Services:

• Web Server (HTTP)
• File Manager
• Email Accounts
• Mail System (SMTP, POP3, IMAP, Spam filter, Virus scanner, Mail dispatch quantity)
• Server Services (FTP, SSH, NTP)
• Databases (MySQL, PostgreSQL, MariaDB)
• Domains
• Metrics
• Security
• Cron Jobs
• Advanced Features
• Preferences
• Application Installer
• Server Load
• Hard Drives (S.M.A.R.T., Disk Space Usage)

System Failure, Uptime Monitoring and Maintenance

At Euralb, we make sure you’re always in the know. If there’s ever a system hiccup or scheduled maintenance, you’ll find all the details on our website at https://status.euralb.net. Stay up-to-date by subscribing to receive status reports via email. We’ve got your back every step of the way!

Mass Emails, SPAM Preventing

To ensure smooth operations, please refrain from exceeding the limit of 200 emails sent per hour. Additionally, sending mass emails or newsletters using email accounts associated with your web hosting account or through your website is not allowed. Sending unsolicited advertisements is strictly prohibited. Failure to comply may result in immediate account suspension by Euralb.

Data Protection and Backups

All web hosting accounts come with a daily backup of your data, securely stored for up to 14 days. Need to restore? No problem! You can easily recover files, folders, or entire accounts through the Customer Area administration interface. Your peace of mind is our priority at Euralb.

The Content and Data of Web Hosting accounts

The content and data within created accounts are handled with utmost care. Any alterations, including deletion, relocation, or modification of content and sensitive information received or deployed by the client, require verification. This verification can be done through the Customer Area administration interface or by submitting a written request containing the company stamp and a handwritten signature, which should be scanned and sent via email. Our support team is not obligated to undertake tasks that clients can perform themselves or tasks within their capability.

Configurations in Web Hosting accounts:

In general, except for the specific points outlined below, customization of configuration files within web hosting accounts is not feasible. This includes system settings and provided services. We utilize cPanel as the Web Hosting panel interface, offering access to all cPanel features within the Web Hosting panel interface. The following settings can be adjusted:

PHP: Selected PHP settings can be modified via the konsoleH administration interface. Many additional settings can also be adjusted directly through the .htaccess file. However, settings that exceed available values and established limits cannot be altered. We do not install additional PHP modules beyond those already offered, and bespoke PHP solutions such as PHP binaries are not supported. The following PHP modules are additionally available and can be enabled via the Web Hosting panel administration interface: APCu, ImageMagick, Ioncube Loader, Source Guardian, Zend Guard, OPcache, XDebug, MongoDB, GeoIP.

IMAP: To ensure server stability, the number of concurrent IMAP connections per IP address is limited. Upon request, we may consider increasing this limit at our discretion.

SMTP: Clients have the ability to modify settings such as ‘Forwards’, ‘Autoresponder’, ‘Spam filter’, ‘Black- and Whitelist’, etc. Other individual settings and mail system configurations cannot be created. SPF records can be set by clients via DNS administration in the Web Hosting panel administration interface.

MySQL: Individual adjustments to MySQL configuration are not possible for web hosting accounts. For each database created by a client, three database users are assigned with exclusive access. For security reasons, no global database user or users with access to multiple databases are created.

DNS: Every account and domain receives a DNS zone file, which can be managed via the Web Hosting panel administration interface. The utilization of our DNS servers is optional.

Script and Application Installation

Our Web Hosting plans make it easy for you to use and install with only 1-click popular open-source web applications and frameworks like WordPress, Joomla, Drupal, Laravel, and more.

You can install more than +450 applications or backup/clone/move your favorite CMS, online store, or PHP framework to our powerful servers designed for these tools. It takes just a few minutes to get everything up and running smoothly. All Softaculous scripts & apps are completely free! Try and test any application before installing on to your live website.

Relocation and Data Transfering

The support team at Euralb can relocate a maximum of two accounts, each not exceeding 10 GB in size, upon request for transfer within Euralb’s web hosting/cloud servers. Additionally, if you have websites and emails hosted with another web hosting company, our support team can transfer them to your web hosting account at Euralb at no cost. To initiate this process, you must have an active web hosting plan and submit a Support Ticket with your request.

Prohibited Actions:

To maintain a high-performing and reliable network for our customers, the operation of applications for mining cryptocurrencies is strictly prohibited.