All account types include free written support during the specified support hours. If this is included in the respective offer, free telephone support is also offered. Written support requests from the customer are made via the “Customer” administration interface. To do this, the customer must use his customer access to Customer (login: customer email, password: customer password
Generally, support orders from the customer are included in the flat price of the product. Special support requests, which are not included in the services of ConnectronX Germany will only be processed in exceptional cases. If more than 15 minutes of working time are required to resolve these problems, ConnectronX Germany will charge additionally If agreed in advance with the customer, 21 € (including 0% VAT) per quarter hour commenced.
- Webserver (HTTP)
- Mail system (SMTP, POP3, IMAP, spam filter, virus scanner, mail delivery quantity)
- Server services (FTP, SSH, NTP)
- Databases (MySQL, PostgreSQL)
- Server load
- Hard drives (S.M.A.R.T., disk space utilization)
A failure of the system is usually announced on Status Page or in the event of planned maintenance work. Status notifications via email can be found in the Customer Center menu item "Administration; Status notification” can be subscribed to.
The hourly volume of emails sent may not exceed 500 emails. Sending mass emails/newsletters via email accounts of the web hosting account or via the website of the web hosting account is not permitted. Sending unsolicited advertising is prohibited. ConnectronX Germany is entitled to immediately block customer accounts that violate this.
All web hosting accounts have a daily backup of all data. The data is retained for a maximum of 14 days. The backup can be restored using the Plesk administration interface. It is possible to restore entire folders or an account.
Changes made by support staff, such as deleting, moving, copying content and sensitive data, that were uploaded and/or received by the customer can only be carried out if this request verified via the Customer Center administration interface or in writing as an email with a company stamp and handwritten signature. For work that can and is possible for the customer to do themselves, there is no right to have it carried out by support staff.
In general, with the exceptions listed, no individual adjustments are possible in configuration files for web hosting accounts. This applies to system settings and the services offered. The following settings can be changed:
PHP
Selected PHP settings can be changed via the KeyHelp administration interface. Many other settings can be changed directly via an .htaccess file.
Settings that exceed the available values and set limitations can be changed after prior checking by the system administration. More PHP modules
except those offered will not be installed. Custom PHP solutions, such as custom PHP binaries, are not supported. An overview of the PHP configuration is provided
provided on http://testen.de/. The following PHP modules are also available and can be activated via the KeyHelp administration interface: APCu, ImageMagick,
Ioncube Loader, Source Guardian, Zend Guard, OPcache, XDebug, MongoDB, GeoIP.
IMAP
The value for parallel IMAP connections per IP address is limited for server stability reasons. An increase in this value is possible upon request, however
there is no entitlement to it.
SMTP
The settings offered such as forwards, autoresponders, spam filters, SMS notifications, black and white lists, etc. can be changed by the customer.
Further individual settings and configurations for the mail system are not created. SPF records are stored by the customer via DNS management within the
Plesk administration interface can be set.
MySQL
The configuration of the MySQL server can be changed upon customer request. If values are required that could affect the stability of the server, this must be done
be confirmed by the customer via a form. There is no entitlement to such changes. For each database created by the customer, three database users are set up,
who are only allowed to access this database. A global database user or users who have access to multiple databases are used for security reasons
not set up.
DNS
Every account and every domain receives a DNS zone file, which can be managed via the Plesk administration interface. Using the DNS servers is optional.
To ensure the security and stability of the server, process monitoring is carried out, which terminates the corresponding process in the event of excessive running time and/or RAM usage.
Support will not carry out the installation of additional software or libraries. Upon request, a compiler will be provided for account types with SSH support.
with which the customer can compile the required software packages themselves. However, this is done at the customer's own risk.
There is no right to support services in this context.
The operation of additional software that requires root rights for installation or operation is generally not possible.
Moves of a maximum of three accounts that are not larger than 5 GB and are to be transferred within ConnectronX's web hosting/managed servers, are carried out by support staff on request. Databases must be transferred by the customer beforehand and are not part of the move offered by ConnectronX. Moves from or to external servers or root servers/vServers from ConnectronX will not be carried out.
Each email account has an optional server-side spam filter that can be deactivated to pre-sort suspicious emails into a designated folder. This folder can be accessed via IMAP and webmail. Emails that have been identified as spam are automatically deleted after a specified period of time. The strength of the filter can be adjusted by the customer. ConnectronX also operates a blacklist of IP addresses from which spam emails arrive. temporarily or permanently blocked. The blocking of individual IP addresses can be deactivated manually by customers. The ConnectronX also uses a virus filter for emails. Incoming emails containing viruses will not be accepted for security reasons. The sender of the email will be notified. Sending emails that contain viruses is prohibited.
So that we can operate a high-performance and reliable network for our customers, we operate applications for mining cryptocurrencies prohibited.