System Policies

W3 DATA TECHNOLOGIES GmbH is committed to delivering excellent service to all clients.

To uphold this commitment, we have established specific guidelines that protect you as our client and prevent the misuse of our servers. These guidelines, along with our general terms and conditions, form an integral part of every contract.

If there is a violation of our general terms and conditions or the outlined guidelines, W3 DATA TECHNOLOGIES GmbH reserves the right to suspend access to any or all of our products and services.

Please select the relevant product category to review specific guidelines:

Dedicated Server Service Agreement

At W3 DATA TECHNOLOGIES GmbH, we are committed to maintaining the highest standards of network performance and reliability for the benefit of all our clients. To ensure this, the following activities are strictly prohibited on our dedicated server services:

  • Running applications for cryptocurrency mining: The use of our servers for mining cryptocurrencies is not allowed.
  • Scanning external networks or IP addresses: Conducting unauthorized scans of external networks or foreign IP addresses is prohibited.
  • Unauthorized hardware address (MAC) modification: Changing the hardware address (MAC) manually is not permitted.
  • Use of fraudulent source IP addresses: Using fake or spoofed source IPs is strictly forbidden.

Cloud and vServer Service Agreement

At W3 DATA TECHNOLOGIES GmbH, we are committed to maintaining a high-performance and reliable network environment for the benefit of all our clients. To ensure this, the following activities are strictly prohibited on our Cloud and vServer services:

  • Running applications for cryptocurrency mining: The use of our Cloud or vServer services for mining cryptocurrencies is not allowed.
  • Scanning external networks or foreign IP addresses: Conducting unauthorized scans of external networks or foreign IP addresses is prohibited.
  • Using fraudulent source IP addresses: Employing fake or spoofed source IPs is strictly forbidden.

By adhering to these guidelines, you help us maintain an efficient and secure service for everyone.

Managed Server Service Agreement

1. Contact Person, Client Support:

All managed servers provided by W3 DATA TECHNOLOGIES GmbH include free written and telephone support during specified support hours. Clients can submit written support requests via the W3DATA Client Portal using their customer login credentials (Login: Customer Number, Password: Customer Password).

In general, client support orders are included in the product's all-inclusive price. Special support requests, not covered under standard W3 DATA services, may be handled on a case-by-case basis. If such requests exceed 15 minutes of working time, W3 DATA will charge a fee of €21 (excluding VAT) for every quarter hour commenced, after prior consultation with the client.

2. Monitoring Services:

W3 DATA monitors the following aspects of managed servers:

  • Web Server (HTTP)
  • Mail System (SMTP, POP3, IMAP, Spam filter, Virus scanner, Mail dispatch quantity)
  • Server Services (FTP, SSH, NTP)
  • Databases (MySQL, PostgreSQL)
  • Server Load
  • Hard Drives (S.M.A.R.T., Disk Space Usage)

3. System Failure:

W3 DATA monitors servers 24/7 for system failures.

  • Without a Prebooked Carefree Package: System failures are addressed during business hours. Outside support hours, clients can use the W3DATA Client Portal to submit chargeable emergency support requests at a fee of €21 (excluding VAT) per quarter hour.

  • With a Prebooked Carefree Package: System failures are resolved free of charge at any time. Emergency support requests can also be submitted through the W3DATA Client Portal at the same rate for non-covered requests.

Non-emergency issues may only be addressed during normal business hours. Emergencies are defined as server or critical service failures.

4. Server Access:

Clients generally do not have root access to managed servers.

SSH access is provided under standard user authorization rights, and activation/deactivation of SSH can be managed via the W3DATA Client Portal.

5. Account Licenses:

Each managed server has a limited number of user accounts, determined by the server type. Additional accounts may be purchased through the W3DATA Client Portal. Domains can be configured on each account without restrictions.

6. Data Protection:

  • Basic Backup: All managed servers are backed up locally to save configuration files.
  • Daily Backup: Servers with daily backups include full data backups retained for a maximum of 14 days. Clients can recover files, folders, or accounts via the W3DATA Client Portal.

7. Content and Data of Created Accounts:

Support team actions, such as deleting or relocating content, will only be performed after requests are verified through the W3DATA Client Portal or by a signed, stamped fax. Support staff will not perform tasks that clients can carry out themselves.

8. Changes to Configuration Files:

Configuration customization is limited to the following settings:

  • PHP: Select PHP settings can be adjusted through the W3DATA Client Portal or .htaccess files. Additional PHP modules and binaries are not supported.
  • IMAP: Parallel IMAP connections per IP address are limited for stability. Extensions can be requested.
  • SMTP: Clients can adjust offered settings, such as spam filters and autoresponders, but custom configurations are not available.
  • MySQL: Adjustments to MySQL settings may require written confirmation to ensure stability.
  • DNS: DNS zone files for accounts and domains can be managed via the W3DATA Client Portal.

9. Process Monitoring:

W3 DATA uses a process monitoring system to ensure stability, stopping processes with excessive runtime or memory usage. Exceptions, if requested, require written client approval and may be declined if they jeopardize stability.

10. Installation of Additional Software:

Additional software installations are the client's responsibility. Root privileges are not granted, and support is not provided for software installations.

11. Relocation Services:

Relocation of up to three accounts (up to 5 GB each) within W3 DATA infrastructure is supported upon request. Database migration is the client’s responsibility. Transfers to or from external servers are not provided.

12. Email Service Spam and Virus Protection:

Each email account includes a spam filter and virus scanner:

  • Spam filters sort suspicious emails into a designated folder, automatically deleting them after a set period.
  • Emails with viruses are rejected, and the sender is notified. Sending virus-infected emails is prohibited.
  • IP addresses involved in spamming may be blacklisted, but clients can manually unblock them via the W3DATA Client Portal.

13. Prohibited Actions:

To ensure a secure and efficient network, the following activities are strictly prohibited:

  • Running applications for cryptocurrency mining.

Shared Server Service Agreement

(Web Hosting Accounts)

1. Contact Person, Client Support

All account types include complimentary written support during specified support hours. If outlined in the offer, free telephone support is also provided. Written support requests must be submitted via the konsoleH administration interface, requiring client login credentials (Customer Number and Password).

Standard client support orders are included in the product's all-inclusive price. Special support requests not covered by Hetzner Online services are addressed in exceptional cases. If a resolution exceeds 15 minutes, Hetzner Online charges 21 € (excl. VAT) for every commenced quarter hour, subject to prior client approval.

2. Monitoring Services

The following server components are monitored:

  • Web Server (HTTP)
  • Mail System (SMTP, POP3, IMAP, Spam filter, Virus scanner, Mail dispatch quantity)
  • Server Services (FTP, SSH, NTP)
  • Databases (MySQL, PostgreSQL)
  • Server Load
  • Hard Drives (S.M.A.R.T., Disk Space Usage)

3. System Failure and Maintenance Work

Details of system failures are published, and planned maintenance work is announced at Hetzner Status Page. Clients can subscribe to receive email status reports through the konsoleH interface under “Administration; Status Report.”

4. Mass Emails

The maximum limit for email dispatch is 500 emails per hour. Bulk email or newsletter dispatch through web hosting accounts is prohibited. Sending unsolicited advertisements is forbidden, and non-compliant accounts may be blocked.

5. Data Protection

All web hosting accounts are backed up daily, with data retained for up to 14 days. Clients can restore individual files, folders, or accounts via the konsoleH administration interface.

6. Content and Data of Created Accounts

Support team modifications (deletion, relocation, or overwriting of content) require requests verified via the konsoleH interface or written fax with the company stamp and signature. Clients are responsible for tasks they can independently perform.

7. Changes to Configuration Files

Customizations to configuration files are generally restricted. The following settings are adjustable:

  • PHP: Changes via konsoleH or .htaccess. Additional modules, binaries, or unsupported values are not installed. Available modules include APCu, ImageMagick, Ioncube Loader, etc.
  • IMAP: Parallel connection limits can be increased upon request.
  • SMTP: Clients can adjust settings like spam filters, forwards, etc., via konsoleH.
  • MySQL: Customizations to configurations are not allowed. Up to three database users per database with exclusive access are provided.
  • DNS: Each account includes an optional DNS zone file for client administration.

8. Process Monitoring

To maintain stability, a monitoring system halts processes with excessive runtime or RAM usage.

9. Installation of Additional Software

Support teams do not install additional software. For supported account types with SSH, clients may use a compiler to install necessary software packages at their own risk. Root-privilege software is not supported.

10. Relocation within Hetzner Online Server

Relocation of up to three accounts (maximum 5 GB) within Hetzner Online servers is provided upon request. Clients must transfer databases independently. Relocations to/from external servers are not performed.

11. Email Service Spam and Virus Protection

All email accounts include a spam filter for pre-sorting emails into designated folders (IMAP/Webmail). Clients can adjust filter strength or deactivate it. Emails flagged as spam are auto-deleted after a set period. IPs flagged for spam are blacklisted, and clients may manually deactivate this. Virus-infected incoming emails are rejected, notifying the sender, and dispatch of infected emails is prohibited.

12. Prohibited Actions

Cryptocurrency mining applications are prohibited to ensure network performance and reliability.

Storage Service Agreement

1. Cryptocurrency Mining Prohibition

To ensure optimal network performance and reliability for all customers, the operation of cryptocurrency mining applications is strictly prohibited on Storage Box services.

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