Terms of Services (TOS)
Contents and abuse
Denali Golden Core limited (Denali from now on) is an Internet Service Provider that manages a server network with principal business location in London, United Kingdom. Denali word and logo are also registered trademarks of our group of companies. Denali, as hoster, doesn’t assume any responsibilities regarding the contents which have been hosted by clients in its servers. Such contents must be allowed by Law and must follow Denali policies as decribed below in this document. The service will be immediately suspended without any notice if any of the following content types should be found on our network: any content not allowed by Law or by our policy, offending contents, malware or viruses, trojans or any content that could be offending for other parties or in violation of trademarks or copyrights. More in specific the following behaviors are against our policy:
- uploading of not allowed contents according to the Law;
- uploading of contents in violation of trademarks, copyright or intellectual properties;
- behaviors that are against the rights of other people;
- spam sending through the internet;
- server cracking/hacking against our servers or against other ones from our machines;
- any activity which purpose is to manipulate the services supplied or to crack software;
- fake news spread;
- phishing, spam and offending content in general;
Client is responsible to keep clean the resources at Denali from any malicious code, virus, trojan or backdoor and immediately check and resolve any issue eventually caused by software, sites,etc in his/her area. Shall we detect an abusive use of our services, the offending account will be immediately suspended until a compliant usage will be restored. Shall the abuse is serious with Law infringement the account will be definitively blocked and any connected resource blocked.
Abuse notification procedure
Servers maintenance and software updates
The customer is aware that all services are based on technical equipment (servers and network devices) hosted at datacenters and software. All services need always updates and maintenance and during such events the servers may experience reboots or unreachability times due to operations in progress. Where it is possible (scheduled maintenance), the customer is advised from client’s area (network issues menu). Where, instead, it’s necessary to execute an urgent maintenance procedure, our technical staff will be required to go ahead fastest possible and without any wait. The customer is also aware that there are parts of services that do not depend directly on Denali, for example datacenter connectivity, broken hardware items etc, since different suppliers are normally involved in all the process. In case of any malfunction due to connected suppliers, Denali will do its best to coordinate the work of suppliers involved, in order to get them to resolve as soon as possible. Denali carries no liability in such events.
Support, Tickets and phone
Assistance is provided by customer support tickets inside client’s area. Technical department will give you support on any technical events regarding supplied services with the following important exclusions. As an example it is excluded from support and assistance: programming support, debug of customer’s code, code development, teaching, documentation, data entry and any matter and action which is possible to be executed by customer himself with control panels or personal areas. The support services, also, does not include any monitoring or picket service. The customer is the only liable of monitoring his services. Support tickets regarding past events are not accepted. Duplicated support tickets or tickets messed with email, phone calls (as an example) are not processed.
VoIP and Virtualfax local numbers
Regarding fax and voip services, all the numbers provided, are subject to regulations by local authorities. In case of changes in any regulations by local authorities, the client will be immediately notified to take necessary actions. Client is aware that failing to comply to regulations from local authority will lead to service suspension.
Reliability of storage
Agreement by purchasing
The client purchasing a product or service at Denali’s website fully agrees to all the articles contained in this public document and fully approves all the terms into the files and links herein public available.
Cancellation and refund policy
The renewals payments must be settled within due date as shown in invoice or notification. The payment failure, will result in service termination and all connected contents removal. The client is also liable of maintaining uptodate all his/her informations on Denali records (fiscal informations, company details, email, VAT, etc) and maintaining his/her services in good standing and fully paid. The payments of new services must be completed at order time. Therefore an order issued but never payd is considered void. Any order could be refunded only within eight calendar days starting from the payment date, at net value of expenses. Services are refundable only if still not used (for example: used voip traffic or sms traffic cannot be refunded). In case of malfunction evidenced by proof, only the amount paid by customer at net value of expenses will be elegible of rembursement. The request of any refund must be issued with a written notice by ticket system on client’s area, it’s excluded any other liability by Denali. The reactivation of an expired service generally may lead to an additional reactivation fee. Withdrawal from large VPSs, physical servers and licensed services must be with a notice 60days in advance. Valid withdrawal notices must be sent either by ticket or by cancel facility inside the customer area. If not notified the withdrawal intention is considered lack of validity.
Updates of terms of service
Denali has the right to update from time to time its policies and terms of service. It belongs to client the matter to periodically check the contents of this public documents in order to see if there are some new updates. In case the client does not agree to any part of this document and linked resources, he/she must notify immediately to Denali and cancel the contract. Any running service at Denali therefore implies full acceptance of this document in any part and linked resources.
Privacy and electronically supplied services
ICANN Domain names registration
- Domain names are registered and managed though cooperation of Tritema SA and Ascio Inc.
- Procedures for registering and maintaining icann domain names are specified into clients’ area by documentation and personal consulting of skilled Denali technicians
- Registrant rights and responsibilities
- Registrants’ benefits and responsibilities
- Expired recovery policy