AUP / SLA

Acceptable Use Policy

Your use of our services indicates that you accept and agree to comply with this Acceptable Use Policy, which is incorporated into our General Terms and Conditions. You must adhere to both the spirit and letter of this policy.

Unless defined otherwise here, terms used in this policy have the same meaning as those in our General Terms and Conditions.

Prohibited Uses
You may use our site and services only for lawful purposes. You agree not to use our site or services for any of the following activities:

In violation of any applicable local, national, or international laws or regulations.

To engage in any unlawful or fraudulent activity, or for any unlawful or fraudulent purpose.

To harm or attempt to harm minors in any way.

To send unsolicited or unauthorized advertising or promotional materials (spam). To knowingly transmit harmful software, such as viruses, Trojan horses, or other malicious code.

You must not upload, download, use, or distribute any content that:

Is defamatory, obscene, offensive, hateful, or inflammatory.

Promotes violence or discrimination based on race, sex, religion, nationality, disability, sexual orientation, or age.

Infringes intellectual property rights, including copyright or trademarks. Deceives, misleads, or breaches legal obligations owed to third parties. Promotes illegal activity or causes harassment, invasion of privacy, or undue anxiety to others.

Contains any content used to impersonate another person or misrepresent your identity or affiliation.

You further agree not to:

Access, interfere with, damage, or disrupt our site, equipment, networks, or services.

Test or attempt to breach the security of our services without explicit written consent.

Resource Usage
Our hosting services are intended for hosting personal, small business, and organizational websites. Unlimited bandwidth and websites are offered, but must be used in accordance with this policy and our General Terms and Conditions.

Limits for Linux-hosted plans: Linux-hosted plans are subject to specific usage limits, including restrictions on CPU, RAM, inodes, connections, disk I/O, and MySQL connections, as outlined in the plan details.

Exceeding these limits may lead to a slowdown in performance or service interruptions. If needed, additional resources can be acquired for an extra fee to maintain optimal performance.

WordPress Hosting: WordPress-specific plans are optimised for WordPress sites only. Hosting non-WordPress sites on these plans may result in warnings or required plan changes.

In cases where resource usage threatens system stability, you may be required to upgrade to a VPS or dedicated server.

Website Content
The web hosting space is for serving website content only, and it must not be used for:

Illegal software or pirated content (warez).

Unauthorized music or movie downloads.

Pornographic material.

Image hosting for anonymous users.

Commercial banner advertising or file dumps.

High-demand streaming services or backups of external systems.

Any activity that degrades server performance.

Email Services
Email services are included with web and reseller hosting, with a limit of 100 emails per hour per domain. Higher limits can be arranged for an additional fee.

Mass Mailing: Not allowed on shared hosting. If mass mail affects server performance, penalties and suspensions may be enforced.

Databases
Database usage that affects server performance may result in suspension. Customers must monitor their database usage and adhere to limits, which include 1,000 tables per database and a storage cap of 1GB. Failure to resolve excessive usage may result in additional fees or service suspension.

Proxy Services
Use of proxy services to access our site or services is strictly prohibited. Accounts using proxy services may be terminated without notice.

Cryptocurrency-Related Activities
Our servers do not support any cryptocurrency-related content or services, including mining, transactions, or advisory services. These activities can cause excessive resource usage and security risks.

Personal Conduct
We aim to treat our customers with respect and professionalism and expect the same in return. Abusive behavior, including the use of capitalized text (interpreted as shouting) or offensive language, will not be tolerated. In such cases, we reserve the right to terminate communication or suspend services.

Suspension and Termination
We reserve the right to determine if a breach of this policy has occurred. Actions we may take include:

Legal proceedings and recovery of costs incurred from your breach.
Further legal action.

Reporting violations to law enforcement.

We are not liable for actions taken in response to policy breaches.

Complaints Procedure
If you have a complaint, please email admin [at] lowcostwebhosting dot co dot uk with full details, including any relevant communication, ticket numbers, and timelines. A manager will review your complaint and work to resolve the issue. In cases where resolution is not possible, we may give notice to end services.

Changes to This Policy
We may update this policy at any time by amending this page. You are responsible for checking periodically for any updates, as they are legally binding.

Hosted Services Level Agreement (SLA)

LCWH UK (“https://lowcostwebhosting.co.uk”) is committed to delivering high-quality services to its clients / customers (“Customer”), including Web Hosting. This Service Level Agreement SLA”) defines LCWH UK's commitment to ensuring that its Hosted Services maintain 99.99% availability each calendar month, subject to the terms outlined in this SLA (the “Uptime Guarantee”).

1. Covered Services
LCWH UK guarantees the availability of its Hosted Services on a monthly basis, provided that:

The client / customer is in good standing, meaning all payments are up to date, and there have been no breaches of the Customer’s obligations to LCWH UK.

The client / customer submits a written request for Hosted Service Credit (defined below) to LCWH UK within 10 business days of the incident in which the Uptime Guarantee was not met.

2. Exclusions
The following events are considered “Excused Outages” and will not be counted as downtime in the Uptime Guarantee calculations:

Client / customer-side issues affecting connectivity, including but not limited to problems with the Customer’s Internet Service Provider, firewall configurations, anti-virus, or malware software, or user error.

Third-party attacks, such as hacks, intrusions, or distributed denial-of-service (DDoS) attacks aimed at disrupting services.

Bugs in third-party software, including Microsoft software, used alongside the Hosted Services.

Force majeure events, such as natural disasters, war, terrorism, civil unrest, labor disruptions, governmental actions, and other events beyond LCWH UK’s control.

Third-party DNS errors or failures that are outside LCWH UK’s control.
Scheduled maintenance conducted with at least 24 hours' notice via email or the LCWH UK Control Panel.

Emergency maintenance, not exceeding 4 hours per month, which may be conducted without prior notice.

3. Non-Compliance and Credit
If LCWH UK fails to meet the Uptime Guarantee for any Hosted Service (“Affected Service”), as verified by LCWH UK’s monitoring logs, the client / customer is entitled to a service credit for future Hosted Services of the same type (“Hosted Service Credits”).

4. Uptime Guarantee
“Uptime” refers to the time the Services are available, as measured solely by LCWH UK's internal systems.

“Downtime” refers to the period when the Services are unavailable, measured only by LCWH UK’s monitoring systems.

LCWH UK guarantees 99.99% uptime for its networking and connectivity services. Should LCWH UK fail to meet this guarantee, credits will be issued to the Customer based on the following schedule, calculated as a percentage of the monthly fees for the affected services:

Uptime %
Service Credit %
99.1% to 99.9% 5%
98% to 99% 10%
95% to 97.9% 25%
90% to 94.9% 50%
Below 89% 100%

5. Requesting a Credit
To receive a service credit, the Customer must submit a request to sales [at] lowcostwebhosting dot co dot uk within 10 business days of the downtime incident. The request must include:

Dates and times of the downtime.
Name and IP address of the affected server(s).

Once LCWH UK confirms the downtime, the credit will be applied within 30 days. The total credit in any month will not exceed the fees paid for that month’s affected services. Credits do not apply to taxes or other charges such as domain registrations, software licenses, or labor.

6. Exclusions from Service Credits
Credits will not be issued for downtime caused by:

Emergency maintenance.

Scheduled maintenance.

System upgrades.

DNS issues outside of LCWH UK’s control.

Customer-side access problems (FTP, POP, IMAP, or SMTP).

Customer negligence or breach of LCWH UK’s Acceptable Use Policy.

Issues related to the Customer’s browser, DNS caching, or other issues that may falsely appear as service unavailability.