Uptime is defined as the time during which your web application and mailbox hosting service is live and working without problems.
Downtime the time during which your web application and mailbox hosting service is down installed (web server, mail server, bind dns, etc.) do not respond or show malfunctions and not in the case that the hosted web application(s) do not work properly, either due to errors in their code, or for any other malfunction of mailboxes due to mail client.
A few minutes or an intermittent interruption for a period of less than one minute will not be counted as downtime.
Financial creditmeans the financial compensation due to downtime provided by Redcase in the form of hosting services credit for the following year to the client hosted on its servers.
The following table shows the calculation of the financial credit that Redcase undertakes to the customer, as mentioned above.
Total Percent Uptime Year*
Percentage of the financial compensation the customer will receive
*Total percent uptime per year: Means the percentage resulting from the following mathematical operation:
The total number of hours in a year, minus the number of downtime hours of the hosting service, divided by the total number of hours in a year times 100.
Redcase's hosting services agreement, along with the financial compensation and terms listed above, are equivalent to those of the largest hosting providers worldwide. Redcase does not undertake any other financial credit or compensation other than that stated above.
Analysis of hosting service, mechanisms and management method
Hosting: In our company, when we refer to the hosting service, we always mean the hosting of your data (e.g. website and database) and mailboxes on a shared server, i.e. a server that hosts multiple of our clients (so you won't be the only guest on it).
Our shared servers have security mechanisms for your secure hosting, without affecting each other.
Always keeping costs and proper customer service in mind, we recommend hosting on our shared servers and guarantee the safe operation of our services.
However, in case it is deemed necessary by us or if the customer himself requests to be hosted on a server that will work only on his behalf, then the customer will be checked and informed about the transfer to a private server as well as its characteristics .
The hosting plans and their features on our shared servers are as follows:
For more information about our hosting plans, you can contact us at email@example.com and on our company phone 2312 315 370
Over usage hosting: In the event that your hosting exceeds its features, it will not stop working at all.
Features that can be exceeded are monthly traffic or web storage. In this case, the servers inform us of the over usage and we perform a check to identify the exact feature that has been exceeded. You will then receive a relevant update and, in case of need, we proceed after consultation with your transition to a larger hosting plan.
In case you detect any obvious delay or malfunction, please contact us at helpdesk @redcase.gras well as at 2312 315 370
Type of server:In our company we provide hosting on a Linux server with Apache web server (proxy Nginx) and php. The hosting management panel is Plesk.
In the case of windowsbasedapplications, it is not possible to host the application on our infrastructure.
Hosting country:Our servers are located in Germany, specifically in Hetzner's absolutely sophisticated datacenters where they provide the best solutions in hosting services.
Security mechanisms: On all shared servers and any hosting on them, we have mechanisms like Cloudlinux, imunify360 and Cagefs for your best experience.
These mechanisms prevent, any phenomena over-utilization of the plans between the hosts located on the server for the purpose of seamless operation between the subscribers located on the server.
Furthermore, the mechanisms allow each hosting to commit specific server resources (processor, memory, concurrent connections, disk traffic).
The imunify360 mechanism works as a firewall and protects guests from various types of attacks (brute force attack, DoS attack, etc.), from attacks on known cms (wordpress, magento, joomla, etc.) as well as from malware.
Actions in case of hacking: Our company, after realizing or being informed about the hacking of the data hosted on your hosting, e.g. on the website, will act in the following ways:
The control and security mentioned above are done by mechanisms, in order to ensure the greatest security chances.
We urge you to use genuine email clients and to update them frequently, but also to conduct careful checks of your inbox, as well as your responsible actions with their content.
The Redcase customer and its users are solely responsible for protecting themselves from any malicious activity originating through incoming or outgoing email communications.
For any help or information regarding the protection of your e-mail, you can contact us at helpdesk@< /em>redcase.gr
Logs:For each email, whether incoming or outgoing, we are able to carry out the necessary research in order to identify through our systems whether the email was received or passed by our server. In case it has been cut by our own server, we immediately find the cause.
Attention:the logs we keep are for the last 7 days.
Webmail: It is a service - online program, which works through all browsers
(mozilla, chrome, safari, etc.) and exists for all the mailboxes of the clients we host. After first logging in to webmail.yourdomain.com and filling in the user fields with your entire mailbox, such as firstname.lastname@example.org and its password, you can directly view and manage your mailbox from any terminal you want, without having any local mail client . In addition, you can view your inbox as well as reply to, send and even forward emails. In short, it is a fully functional online mail client.
Attention: Webmail works with the IMAP protocol, that is, it sees the mail server directly.
Mail Clients: They are programs that are installed on users' terminals (desktop or mobile). Regarding the correct operation of the mail clients, you should know that our company provides you with the mail server service and is not designated as responsible for IT support, for their setup and proper operation. Your IT service provider is responsible for the correct operation of your local programs and terminals (software or hardware).
Redcase provides informative help through its support, for the correct setting of your mail clients.
Outgoing certifications:Our shared servers and each mailbox are configured to have all the necessary certifications (SPF, PTR, Reverse dns, Dkim, Dmarc) and the rules to send the your email with the highest success rate of receiving them by the recipient.
Incoming exceptions:In case the sender is a known partner of yours, who cannot send you emails because they are cut by our server, you have the possibility to request at email@example.com , in order to exclude the specific domain or mailbox, in order to bypass the rules and receive this partner's emails.
IP:All our client domains, send email from some shared IP of the server they are hosted on. In case for blacklist reasons you want to have a dedicated IP for your domain, you should either have your own vps server, or a dedicated one or apply for your own dedicated IP in shared hosting (this is not always possible and there is a possibility that cancel your request due to global shortage of ipv4 IP).
Blacklists:They are online lists, which work with various methods (traps, information from users, etc.) gathering potential spammers. Our servers for incoming emails check some of them and in case the sender is in it, his emails will not be delivered to the specific server. There are several such lists, some very important and others less so.
There is also a possibility that the IP you are hosted on may enter a blacklist under the responsibility of a third-party user - a domain that sends from the same shared IP.
On our shared servers we have methods - automations to prevent and cut off such attempts (spamming) through our servers. This is not always possible to stop in time.
A spamming attempt can be made even by you, unwittingly and your mailbox trying to send spam emails that have nothing to do with you.
Common reasons this can happen are:
- The mailbox has been abused due to an easy password. Either some automatic mechanism found it, or it was somehow taken away from you
- A virus has entered your terminal and is using your mail client with your settings
- Your website has been hacked and files have been passed to it, which use your domain with a mailer code that automatically sends spam mail
In all cases, our company will try to stop this malicious action in the following ways :
- The mailbox code will be changed by us and you will be given a new one
- We will check webmail and its settings
- If the above does not work, we will check the website for malicious software and we will proceed to neutralize it. If the website is not built by our company, the website will go offline until it is fixed by the manufacturing company.
If the problem was the password, you may be asked not to pass the passwords to your mail client terminals, because they will be responsible for sending spam, and at the same time you will be asked to completely clean the terminals that are configured your mailbox(es) from your IT.
Actions after blacklist: In the event that the IP of the server you are on is found on a blacklist, our company starts the update process with a request to the blacklist providers,
after first securing the server and preventing the malicious action.
There are many different blacklists from which you can exit in a different way and time. Some examples are as follows:
- After application, automatically deleted from the list
- After request, delete manually by provider
- After the application, a specific time e.g. 7 days for deletion
- No request, automatically deleted from the list when the server stops sending spam and indefinitely
From the moment the request is accepted, it will take about 24 hours to make it known to all the servers subject to these blacklists. After the distribution is complete, your mails will be delivered normally.
How we perceive the malicious action for the purpose of prevention or when blacklist removal actions are initiated:
Our company starts the procedures of prevention or deletion from the blacklists when:
- We understand sending multiple mails to the server, after updating the server mechanisms
- Automatically stop email sending if the activity exceeds the limit of sending emails per hour
- If the Data center informs us of actions that we have not noticed
- From the blacklists themselves if they send mail to the providers
- If our customers notice it by seeing e.g. multiple return mails, which they did not send
Server responses: If for any reason the server mechanisms intercept an incoming email, then a response email is automatically sent to the sender with the exact reason why the email did not reach the recipient. The recipient's server is responsible for sending corresponding responses.
In the event that the recipient's server sends you a response, you can forward it to firstname.lastname@example.org, so that we can identify the reason why it was not delivered.
Common causes are as follows:
- The recipient's mailbox does not exist
- The recipient's domain does not exist
- The recipient's mailbox is full
- The server is configured to intercept mail from your domain or IP
- The recipient's server is clipping something you sent in the mail content or attachment
Mb limit for sending mail:The limit in megabytes that your mailbox can send, as well as the limit in megabytes that your partners can send to you, is 25mb per email.
In case you want to send a file larger than 10mb to a client, we recommend that you send it with web file transferring providers, such as wetransfer.com, dropbox, google drive, onedrive etc.
Number of messages: Another email limit, which exists for the security and reputation of your mailbox, but also of the mail server, is the number of emails that can be sent.
The limit is 100 mails per hour per mailbox.
Newsletter: In our hosting infrastructure, it is not possible to send a newsletter through our services. We can always and upon consultation recommend an external service responsible for sending your newsletters, you can find out more information at email@example.com as well as at our company phone +30 2312 315 370
Request to deliver access to your hosting admin zone
Upon the customer's request, Redcase can deliver passwords for the hosting panel (shared or dedicated), with which he automatically gains access to the entire hosting (databases, files, mailboxes, etc.). In order to ensure the correct operation of the hosting and to avoid manual errors by the customer or its users, the delivery of this access will only take place after confirmation of the request through the applicant's mailbox known to our company with an attached and signed relevant form which is first sent by Redcase to be signed by the customer. With the delivery of the codes, Redcase does not assume as its fault any damages or malfunctions that will occur on the website and hosting due to the customer's fault. At the same time, the customer automatically expressly accepts that in any case where the contribution of Redcase will be required and for any work, there will be a corresponding charge based on the current price list of charges per working hour while in the case of an active support package the corresponding working time will be deducted.