SERVICE
POLICY.
This Service Policy explains the operational expectations and responsibilities that apply when using ICCNEX hosting and digital infrastructure services. It should be read together with the Terms of Service and Refund Policy.
1. Service specifications and allocation
Each product’s specifications, availability, pricing and included resources are defined by the selected plan and its order description. Customers should verify CPU allocation, memory, storage, network limits, billing cycle and included features before purchase. Resource limits and fair-use conditions can differ between products.
2. Resource usage and fair use
Customers must remain within their allocated CPU, RAM, disk I/O, bandwidth and other limits. Excessive or abusive use may be investigated and may lead to throttling, suspension or termination where necessary to protect infrastructure and other customers.
3. Availability, uptime and maintenance
ICCNEX aims to maintain reliable infrastructure, but uninterrupted availability is not guaranteed. Service interruptions may result from scheduled or emergency maintenance, hardware failures, network problems, upstream provider issues, software failures, security incidents, DDoS attacks or events outside ICCNEX’s reasonable control. Where practical, customers may be notified about planned maintenance.
No uptime percentage, service credit or compensation is created by this page. Such a commitment applies only if it is expressly stated in the relevant product listing, SLA or written service agreement.
4. Network and security protection
Network filtering, firewalls, DDoS mitigation and other security measures may be available depending on the service. Protection does not guarantee that every attack will be mitigated or that downtime will never occur. Customers remain responsible for securing their applications, operating systems, plugins, passwords and software.
5. Customer data and backups
Customers are responsible for files, applications, databases, configurations and other content stored on their services. Maintain independent backups unless a specific backup service is explicitly included in the purchased plan. ICCNEX does not guarantee recovery after accidental deletion, termination, hardware failure, corruption or unforeseen incidents unless a separate backup service or guarantee applies.
6. Payments, renewal and suspension
Customers must pay according to the prices and due dates shown at purchase or on invoices. Where automatic renewal is available and enabled, the service may renew according to its billing cycle. Failure to pay may result in suspension or termination. Customers are responsible for cancelling unwanted renewals before the next billing cycle.
7. Acceptable use and service suspension
Services may only be used lawfully. Malware, phishing, credential theft, unauthorized access, DDoS attacks, illegal content, spam, copyright infringement, prohibited mining and cyber abuse are not permitted. ICCNEX may suspend or terminate services for policy violations, non-payment, abuse, security risks or legal and operational concerns. Immediate action may be taken where necessary to protect infrastructure, customers or third parties.
8. Third-party dependencies
Service operation may depend on third-party networks, infrastructure providers, software, registries and payment processors. ICCNEX cannot guarantee availability or performance of third-party services outside its reasonable control.
9. Support and incident reporting
Support is available through channels made available to customers, including the client-area ticket system. Response times may vary by service, issue severity, channel and workload. When reporting an incident, include the service identifier, approximate start time, error details and relevant diagnostic information. Do not send passwords, API secrets, OTPs or payment PINs.
10. Downtime and refunds
Temporary service interruptions do not automatically qualify for refunds. Where a product has an expressly stated SLA or uptime guarantee, any applicable compensation is handled according to those specific service terms and the Refund Policy.
11. Changes to this Policy
ICCNEX may update this Policy when services, infrastructure or operational requirements change. The latest version will be published on the ICCNEX website or service platform.
12. Contact
For service issues, open a ticket through the ICCNEX client portal or visit our Discord.