Terms of Service

Updated: 17/10/2023, 07/05/2024, 12/06/2024

Welcome to Cloudneur, a division of Lioneur PTY LTD. The following terms and conditions (the "Terms") govern your use of our services and offerings on the Cloudneur platform. These Terms apply to all customers, including those previously serviced under the names iAdminWP and Lioneur. All customers, regardless of their original service provider, are subject to these Terms.

1. Acceptance of Terms

By accessing and using our services, you agree to abide by these Terms and any other policies we may have in place.

2. Payment Terms

  • Due Date: All payments are due on or before the specified due date.
  • Payment Reminders: The initial email regarding your invoice will mark the start of the payment reminders process. We will subsequently send three (3) overdue reminders.
  • Account Suspension: If payment has not been received after the third overdue reminder, your account will be temporarily disabled.
  • Deletion of Services: If payment has still not been received thirty (30) days after the due date, your website will be permanently deleted from our servers. Please be aware that you will remain liable for any outstanding invoices even after the deletion of services.
  • No refunds: All services offered by Cloudneur are non-refundable. Once a payment is made, it is final. We do not offer refunds for any services, including but not limited to hosting, maintenance packages, additional services, or any other products offered.

3. Hosting Services

  • Backups: We provide both cloud and local backup solutions, with backups performed hourly and retained for three (3) weeks. In the event of needing a backup restoration, please contact our support team for assistance.
  • SMTP Service: We offer an SMTP server; however, we cannot guarantee the delivery of all emails. Our service utilizes a shared IP across all domains as we do not offer a dedicated IP option.
  • SFTP Access: SFTP access is available upon request to minimize associated risks.
  • Database Access: Direct database access is not provided to mitigate risks. For any database-related tasks, please contact us for support under your managed package.
  • PHP Configuration: You may request modifications to your PHP version and PHP FPM settings.
  • SSL Installation: You are free to install your own SSL certificate; however, we provide a default installation of Let's Encrypt.

4. Additional Services

  • Bot Protection, SMTP, and Cron Jobs: We offer an array of additional services including bot protection, SMTP, and Cron Jobs, but we are not liable for any loss or damage caused by these services.
  • Cloudflare Integration: Hosting packages include Cloudflare integration for enhanced speed and security. We are not liable for any loss, damage, or interruption caused by Cloudflare services. (On request and costs may apply)
  • WordPress Hosting: Our WordPress hosting includes a Cloudways SafeUpdates package, which automates the updating of plugins and themes as an extra paid service. We are not liable for any loss, interruption, or damage caused by this service.
  • Email Services: We resell Rackspace email services, providing only mailbox and web view access. We do not provide desktop or mobile application support like Outlook. All email support must be with Rackspace.

5. Maintenance and Limitation of Liability

  • Maintenance Services: Cloudneur does not offer any maintenance on any application. However, maintenance is available as a separate package, which can be purchased independently.
  • Liability Disclaimer: Cloudneur disclaims any liability for direct, indirect, incidental, or consequential damages resulting from the use of our services. Clients retain ownership and responsibility for their website; Cloudneur’s role is strictly limited to maintenance and support as outlined in this document.

Maintenance Package Cloudneur offers a specialized maintenance plan exclusively tailored for WordPress and WooCommerce websites. This policy outlines the comprehensive scope and specified limitations of the services included under this plan.

Services Included:

  • Core Updates: Regular updates to WordPress Core and WooCommerce to ensure your website operates on the latest version.
  • Website Backups: Routine backups to secure your data against loss.
  • Security Monitoring: Continuous security checks to identify and mitigate vulnerabilities.
  • Uptime Monitoring: Persistent monitoring to ensure your website remains accessible.
  • Performance Optimization: Speed optimization measures for enhanced website performance.
  • Technical Support: Assistance with technical issues specifically related to WordPress and WooCommerce.
  • Plugin and Theme Management: Regular updates for plugins and themes. Clients are responsible for maintaining active licenses for any premium plugins or themes.
  • Content Management (Until 01-05-2024): Includes minor updates such as uploading blogs, modifying contact information, and small text alterations. Adjustment of WooCommerce product prices via plugins for promotional events like Black Friday. Note: From 01-05-2024, content changes will require a separate quotation.
  • Consultation Services: Expert advice on optimizing your website’s content and structure. Strategic consulting to boost your digital presence.
  • Hosting Management: Management of Hosting FPM, Cron Jobs, and other settings to ensure optimal performance.
  • SSL Certificate Management: Installation and management of SSL certificates to secure data transmission.

Exclusions:

  • Design and Media: Does not cover the creation of banners or any media content.
  • SEO Services: Excludes SEO optimization for posts, pages, or products.
  • Bulk Uploads: Limited to fewer than 5 new product uploads.
  • Proofreading: Excludes content proofreading services.
  • Structural Changes: Does not include modifications to the website’s structure.
  • Plugin Development: Excludes the development or custom installation of new plugins.
  • WooCommerce Comprehensive Management: Does not cover management of payments, shipping, or orders.
  • Marketing Services: Excludes any form of social media or email marketing.
  • Email Hosting: Not included in the plan.
  • Audits and Reporting: Excludes any form of data reporting or audits.
  • Malware Removal: Not covered under this plan.
  • Updating any kind of content: Not included.
  • NO MORE Content Management (Available Until 01-05-2024): Includes minor updates such as uploading blogs, modifying contact information, and small text alterations. Adjustment of WooCommerce product prices via plugins for promotional events like Black Friday. Note: From 01-05-2024, content changes will require a separate quotation.

6. Support Scope

Introduction: This section details the support and services provided by Cloudneur, specifically for our WordPress Maintenance plan and general support for hosting clients.

Time Commitment:

  • Standard Response Time: Typically within 4 hours, subject to volume.
  • Extended Response Time: Up to 48 hours under certain conditions.
  • Resolution Time: Varies based on request complexity.

Location:

  • Current: Support team based in South Africa.
  • Future Plans: Expansion to Canada is underway.

Support Categories:

  • Domains: Registration, renewal, transfer via client portal.
  • DNS Management: Based on hosting location.
  • Hosting: Cloud server setup, maintenance, PHP modifications, Cron Jobs, PHP FPM settings, Let’s Encrypt SSL installation.
  • Database: MySQL/MariaDB login management, user access on a case-by-case basis.
  • Backups: SFTP folder storage for requested backups, rollback available upon request.
  • SFTP and SSH: Provided upon request for maximum security.
  • Mailbox: Rackspace email mailbox reselling, no support for email setup or related issues.
  • SMTP: Setup of client-specific SMTP credentials, email delivery not guaranteed due to external factors.
  • PHP Scripts: Installation of scripts like WordPress, WooCommerce, Laravel, client’s responsibility for licenses and requirements.
  • Emergency Support: Addressing critical service availability issues via an emergency chat channel.

Exclusions:

  • Unsupported technologies such as Node.js, Ruby, or Python, and some other applications. Please contact us.
  • Limited to no support for third-party services / plugins unless explicitly stated.

Support Channels:

  • Email or ticket system with best practices for using support ticket IDs for tracking.

Client Responsibilities:

  • Data Backups: Clients must manage their data backups and adhere to best practices.
  • Website Ownership: Clients retain ownership and responsibility for their website.
  • Payments: Clients are responsible for making timely payments for all services provided by Cloudneur. Failure to do so may result in account suspension or termination of services.
  • Account Security: Clients are responsible for maintaining the security and confidentiality of their account credentials.
  • Compliance: Clients must use our services responsibly and in compliance with all applicable laws and regulations.
  • Privacy: Clients must ensure that any personal data they collect and manage complies with applicable privacy laws and our Privacy Policy.
  • Content Management: Clients are responsible for the content published on their website and must ensure it does not violate any laws or third-party rights.

7. Cloudneur Liability and Protection

Liability: Cloudneur disclaims any liability for direct, indirect, incidental, or consequential damages resulting from the use of our services. Clients retain ownership and responsibility for their website; Cloudneur’s role is strictly limited to maintenance and support as outlined in this document. We are not liable for any damage incurred to your application due to hacking, malware, or modifications made to your files via SFTP or any other method.

User Conduct: Users are expected to use our services responsibly and in compliance with all applicable laws and regulations.

Intellectual Property Rights: All intellectual property rights related to our services, including trademarks, copyrights, and patents, are owned by Cloudneur and Lioneur PTY LTD.

Termination of Service: We reserve the right to terminate or suspend access to our services for any user who violates these Terms or engages in unlawful or harmful activities.

Warranties and Limitations of Liability: Our services are provided "as is" without any warranties of any kind. We are not liable for any damages arising from the use of our services.

Indemnification: Users agree to indemnify and hold harmless Cloudneur and Lioneur PTY LTD from any claims arising out of violation of these Terms.

User Account Security: Users are responsible for maintaining the security and confidentiality of their account credentials.

Privacy: Please refer to our Privacy Policy for information on how we collect, use, and protect personal information.

Updates to the Terms: We may update these Terms from time to time. We will notify users of any changes through email or on our website.

Jurisdiction and Governing Law: These Terms are governed by the laws of South Africa, and any disputes will be resolved in the courts of Pretoria, Gauteng.

Dispute Resolution: Any disputes arising out of these Terms or the use of our services will be resolved through binding arbitration in Pretoria, Gauteng.

Contact Us: For any queries regarding these Terms of Service, please contact us at:

 

 

 

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