Service Level Agreement

1. The purchase of services provided by tophost.md implies acceptance of the Terms and Conditions of use. Acceptance occurs during the online ordering process, by acknowledging that the client has read and understood these operational rules and clauses.

The Terms and Conditions of use apply to all visitors of the site www.tophost.md, as well as its clients who use the services. The purpose of these terms is to ensure that all users of tophost.md have the same rights and interests, in accordance with the applicable rules.

TopHost reserves the right to make changes to the Terms and Conditions of use at any time without prior notice, and they can be accessed at any time on the www.tophost.md website, on the Terms and Conditions page.

2. For higher resource capacity (such as RAM, CPU, or the number of simultaneous processes), the client will have the option to upgrade to a package with superior resources.

If the integrity or proper operation of the server is affected by excessive resource consumption of a hosting account, TopHost reserves the right to suspend the respective account without prior notice.

2.1 All hosting accounts are monitored by our systems to maintain proper server operation. If a hosting account uses a significant amount of resources, we will contact the respective client to inform them of this issue.

If a hosting account uses an excessive amount of resources (memory, processor, SQL queries) that may destabilize the server or have the potential to do so, the account may be suspended or the script disabled without prior notice to maintain proper server functioning. It is the client's responsibility to contact us to request a package with superior resources.

3. Mass correspondence (spam) through unsolicited emails, including for advertising, commercial, or propaganda purposes, as well as sending letters containing obscene expressions, is prohibited.

3.1. Distributing information to recipients who have previously expressed a desire not to receive such information is prohibited.

3.2. The use of the provided informational resources (such as mailboxes, email addresses, web pages, etc.) as contact information for committing any of the above actions is prohibited, regardless of the network from which these acts were committed.

3.2.1. The use of non-existent addresses at the time of sending emails is also prohibited.

3.3. Child pornography and any activities associated with it are strictly prohibited.

3.4. Posting information that insults the honor and dignity of others is prohibited, unless mandated by a court decision. In such cases, the account will be suspended with no possibility of advance payment refund.

3.5. The use and distribution of materials that infringe any kind of copyright are prohibited.

3.6. Posting pornographic material on the virtual web server is strictly prohibited.

3.7. Unauthorized attempts to access network resources, as well as participation in network attacks and hacking activities, are prohibited.

3.8. Overloading software or hardware, as well as intermediate network areas, beyond what is necessary for the normal operation of servers and their components, is prohibited.

3.9. The use of IRC (chat), online bots, and other specialized programs that are incompatible with hosting services is prohibited.

3.10. Incitement to national, racial, or other forms of hatred, including materials with fascist, Nazi, or terrorist content, as well as calls to overthrow existing regimes in any country in the world, is strictly prohibited.

4. All our shared hosting packages include backup solutions, ensuring data security by storing backup copies in two different locations. We use the JetBackup solution, which performs periodic backups every 24/48 hours to both internal and external storage.

It is essential to emphasize that, although we make every effort to maintain the integrity of backups, we cannot fully guarantee this aspect. Therefore, we recommend that our clients perform their own periodic backups and store them in a secure external environment. Backup data from our services is kept on rotation for a period of 30 days.

This dual approach provides greater data security, offering a safety net in case of unexpected incidents that could affect data integrity on the server. However, the final responsibility for keeping data safe lies with the clients, through their own backup creation and management.

If more than 30 days pass without payment and the account is deleted from the server, the client may request the restoration of the site from an older backup, if this operation is possible.

Backup copies of accounts are generally retained for up to 90 days after suspension or deletion of the service.

4.1 For VPS services, the backup (snapshots) option is included, created once or twice a week. Backups are kept on rotation for a period of 7 days.

4.2 Clients with dedicated servers do not benefit from free backups and must configure their own backups.

4.3 Pro VPS servers come with management:

30-60 minutes per month included, depending on the selected tariff plan.

Security setup, updates, backups (snapshots), and proactive monitoring.

For Windows servers, software and operating system updates.

Server setup according to client requirements.

4.4 Self-managed VPS servers:

Clients manage and administer the server entirely on their own.

They ensure security, updates, optimization, and monitoring.

The provider is not responsible for the loss of information hosted on servers due to user actions, hacking attacks, or errors in applications not associated with the service. For example, the control panel is not part of the service and is not provided by us, being developed and provided by cPanel LLC.

5. On our servers, we use the Imunify 360 security tool for protection against malware and security threats. Imunify 360 performs active scans of user accounts to detect potentially dangerous files and suspicious behaviors, thus ensuring server security and protecting users.

If malware files that may pose a threat to the server or other users are detected on your account, we will immediately send you a notification. You are required to take action to clean and analyze the issue within 24 hours of receiving the notification and to inform us accordingly.

In certain situations, if the detected threat is deemed severe, we may immediately block your account. In this case, we will contact you to provide additional information and assistance.

6. TopHost is not responsible for the client’s installation of plugins, themes, and other CMS components (Content Management Systems), such as WordPress, Joomla, and others:

Clients are responsible for ensuring the security of their website by carefully selecting and regularly updating plugins, themes, and CMS installations.

Plugins, themes, and other third-party software installed by the client may introduce security vulnerabilities. TopHost recommends that clients be aware of best security practices and promptly update software to mitigate potential risks.

Domain Registration and Renewal

Domains are registered for a minimum period of 1 year and cannot be canceled after registration.

Domains with the .md extension can be registered for a period of up to 5 years.

All .md domain registrations comply with the rules established by the “Information Technology and Cyber Security Service,” which can be reviewed on the registration rules and contract page available on the website https://nic.md.

The provider acts as an intermediary for all domain extensions such as “.md,” “.ro,” “.com,” “.eu,” etc.

Correcting a typo in the domain name is not allowed. Once the domain name is registered or renewed, the provider will not refund any fees for the already registered/renewed domain name.

The client is responsible for keeping all domain name data accurate, complete, and up-to-date throughout the registration period. The provider is only obligated to consider the data provided by the client and is not required to verify the accuracy of this information.

To transfer a domain name to another provider, the client must submit a request completed according to the current provider's form and must do so from the email address with which the domain is registered before receiving the unique authorization code for the transfer.

Transfer requests for domains whose transfer codes cannot be obtained automatically through the provider's website will be reviewed within 5 business days only after the transfer request is received.

Accepting the request and registering a domain name does not mean that the provider recognizes the client’s legal right to use that name, including in the case of domains related to registered trademarks, company names, or well-known personalities.

The client who holds a domain name will not involve the provider in disputes caused by the use of that domain name.

The client agrees to fully indemnify the provider for all costs, expenses, and damages initiated by third parties, including legal and attorney fees incurred by the provider due to the illegal registration and/or use of a domain name.

The price for renewing a domain name may be modified annually and adjusted according to market rates.

Expired domains cannot be transferred to another registrar.

Expired domains enter a redemption period of 30 or 60 days (depending on the extension) and can only be renewed after paying the penalty + renewal fee. To avoid additional charges, it is recommended to renew web domains on time, regardless of their extension.

After the redemption period ends, the domain is released and can be registered by another person.

Domains registered by another person cannot be recovered, registered, or renewed.

For domain registration, providing identity document data or other documents may be required depending on the domain extension.