OUR Host - Azerbaijan Hosting Provider

1. Terms and definitions

1.1 Provider – OUR Technology company (OURHOST.AZ), which provides the services provided in the relevant sections of the official website https://ourhost.az (hereinafter referred to as the Site), including telematics communication services (hereinafter referred to as Services), on the basis of the contract (it including on the basis of an open offer contract).
1.2 Host platform – is an interactive software complex and service owned by the Provider and located at a unique address. The service that provides the placement of the subscriber’s data on the Provider’s server connected to the Internet network and its subsequent support.
1.2.1 Service – paid service provided by the Provider to the Subscriber directly or directly through the customer panel.
1.2.2 Customer Account (AC) is an element of the Provider’s host platform that stores information about the Services provided and information to identify the owner related to the use of the Services.
1.2.3 Customer Panel (hereinafter MP) is a set of tools provided by the Provider for the Subscriber to manage his services. Through the customer panel, the Subscriber can receive information about the services provided to him, order, change the service, turn it off, cancel and perform other operations.
1.2.4 Unique address https://ourhost.az on the Internet. The information, official documents, service and other information necessary for the conclusion and execution of the contract are provided to the Subscriber within a day and free of charge on the provider’s website.
1.2.5 Application interface (API) is an element of the host platform that implements remote work with the Provider’s services during the ordering process.
1.3 Dealer is an individual, legal entity or individual entrepreneur who sells the Provider’s services to third parties.
1.4 Reseller is a legal entity or an individual entrepreneur who provides services to third parties using the Provider’s hosting platform.
1.5 User – an individual, legal entity or individual entrepreneur who uses a customer account on the provider’s service to take advantage of an arbitrary set of services, including free of charge during the trial period or ordering Services through a Dealer.
1.6 Customer is a natural or legal person who has registered with OUR Host and accepted the public offer.
1.7 Visitor – is an individual, legal entity or individual entrepreneur who does not have a Customer account on the Provider’s services.
1.8 Account primary contact email address – The first in the list of Customer Account contact email addresses specified by the User when ordering services. Requests for confirmation of actions related to Customer Panel password recovery and changing Customer Panel data are sent to this address.
1.9 Working hours are from 09:00 to 18:00 Baku time, excluding Saturdays, Sundays and official holidays of the Republic of Azerbaijan.
1.10 Electronic copy of documents – scanned or photographed image of documents of the required quality confirming the authenticity of the Customer Account holder’s information. For natural persons, such documents are an identity card or a citizen’s passport (information containing information about the identity of the Visitor and his registered address), for legal entities state registration (excerpt from the state register) and a certificate of tax accounting.

2. Introductory provisions

2.1 These Rules describe the procedure for providing, using and selling the Provider’s services, the methods and rules of interaction with the functional units (services) of the Provider in the process of selecting and using services, as well as the field of service provision. The Rules define the powers of the Provider’s services and the limits of liability when interacting with them.
2.2 The Provider’s website and MP contain necessary and sufficiently comprehensive information for full use of the Provider’s Services. Any interaction with the Provider’s services is the result of a voluntary decision of the Visitor, User or Client.
2.3 These Rules are part of the Provider’s Terms of Use. Ordering and paying for the services of the Provider clearly confirms the willingness to accept the provisions of these Rules.
2.4 The procedure for the provision of Services by Dealers and Resellers may not conflict with the provisions of these Rules.
2.5 Interaction with the provider’s services is carried out in the Azerbaijani language.
2.6 The Provider’s services operate in Baku time (GMT+4/AZT).

3. Responsibilities of the provider’s employees

3.1 Duties of the Provider’s employee include the following.
3.1.1 Processing of incoming orders and creation of new MH.
3.1.2 Monitoring the operation of equipment and software that ensures the necessary quality of service provision.
3.1.3 Solving the problems of Users and Customers related to the use of the Provider’s technical means within the framework of the Services provided.
3.1.4 Advice of users, customers and visitors on technical issues related to the selection or use of provider services (web host, private and virtual server rental), as well as the use of software provided to the user within the services used: HTTP, FTP, MySQL, SMTP, POP3, IMAP, SSH, Webmail, phpMyAdmin.
3.1.5 Tips for Users and Customers on Working with MP.
3.1.6 Consultation with Customers about the services posted on the Provider’s website.
3.1.7 Processing of orders placed by Customers on the Provider’s website.
3.1.8 Monitoring compliance with the Terms of Use by Users and Customers.
3.1.9 Blocking and Unblocking Accounts of Users, Customers and Partners.
3.1.10 Transfer of payments received from Users and Customers to their MH balance.
3.1.11 Control over the registration of domain names, as well as the renewal of domain names under the control of the provider.
3.1.12 Implementation of operations specified in clause 5 of these Rules.
3.1.13 Providing consultations regarding affiliate programs of visitors, dealers, partners and resellers.
3.1.14 Implementation of operations described in the rules of the partner program.
3.1.15 Creation of dealer and reseller accounts.
3.2 Actions taken by the Provider’s employees based on the request:
3.2.1 To determine and eliminate the reasons for the malfunction of the mail service in case the User has problems in sending correspondence through the outgoing mail server of the Provider and problems with receiving letters from the incoming mail server of the Provider.
3.2.2 To determine and eliminate the reasons for receiving a 5xx error code when accessing the User’s website located on the Provider’s technical platform, if the resources allocated according to the User’s tariff plan are not exceeded (the limit is not exceeded).
3.2.3 To restore the account if the corresponding backup copy is available on the servers according to the date specified by the customer in the request.
3.2.4 Execution of this operation by the Provider’s employee if the client cannot independently import the MySQL database due to objective technical limitations.
3.2.5 Correcting incorrect rights (permissions) to user account folders and files.
3.2.6 Transferring the Customer’s Account to the appropriate server with the request to change the tariff in case of technically justified necessity.
3.3 The duties of the provider’s employees do not include the following actions:
3.3.1 Actions required from clause 3.1 regarding resources located outside the Provider’s service.
3.3.2 Technical actions that violate the current legislation of the Republic of Azerbaijan, as well as the Terms of Use.
3.3.3 Designing, programming, tuning user sites, solving problems related to adding and changing site content, as well as answering questions about search engine optimization and site promotion.
3.3.4 Solving users’ and visitors’ problems in data transmission channels located outside the Provider’s technical website, as well as providing advice on these issues.
3.3.5 5.12 and 5.13 required in relation to domains not under Provider’s control. )
3.4 Provider’s employees may perform the following actions:
3.4.1 Providing assistance in transferring website content (files and databases) from third-party technical platforms (hosting providers or local computers) to the Provider’s technical platform. At the same time, the Provider does not guarantee the functionality of the transferred sites in case of errors that do not depend on the functionality of its Services.
3.4.2 If possible, provide other advice and practical assistance to Users in solving problems not included in the list of clause 3.2 of these Rules, including on a paid basis – with prior agreement.
3.4.3 When performing the actions specified in clause 3.4 of these Rules, the Provider is not responsible for the consequences of providing such assistance.

4. How to contact the provider’s services

4.1 Requests to the provider’s services are received within a day and processed in the order in which they are received.
4.2 Requests for the Provider’s services may include technical queries, error messages and information requests.
4.3 Applications for Technical Work
4.3.1 A letter sent by the User or Customer through the support form from one of MH’s contact e-mail addresses is considered the basis for starting the technical tasks listed in clauses 3.1, 3.2 and 3.4.
4.3.2 Requests received by other means of communication (telephone or chat) are not considered grounds for starting technical works.
4.3.3 If there is insufficient information for a specific idea about the technical task, the technical work is not started before receiving approval from the User or the Customer to perform the actions specified in the request.
4.3.4 Confirmation of request for technical assignment when applying from e-mail addresses other than point 4.3.1:
4.3.4.1 After receiving the request, the User or Client receives an email containing the text of the request and the response field and a link to go to the MP section.
4.3.4.2 After clicking on the indicated link, the User or Customer enters the “Username” and “Password” data to access the Customer Panel and confirms the access in a free form. The fact of sending a message to the Customer Panel through the form confirms the submitted request.
4.3.4.3 If the password to access the MP is lost, the User or the Client recovers it in accordance with clause 5.6 of these Rules.
4.3.5 The confirmation of the request for technical work is considered the response received from the User or the Customer to the request sent by the Provider’s employees to the customer’s e-mail address. The official header of the response is a letter containing the original message identifier of the request. Except in cases of non-use of the Services in accordance with clause 5.14.1.6 of these Rules, a request containing comprehensive information and sent by the User or Customer through the support form in MP does not require confirmation of the main contact email address of the Account.
4.4 Error Messages
4.4.1 If the User or Client encounters errors while using the Provider’s services, and if possible, the exact time of the error must be reported. The application must include materials describing the problem encountered, such as: a trace of the route to the user’s website, a screenshot of the error in the software used, links to pages with errors, etc. The parameters used in the process should indicate the actions causing the problem, ie: logins, passwords, server addresses, paths should be described.
4.5 Information Request
4.5.1 Users and Visitors can send information requests about the Provider’s services in any convenient way – through the support form in MP, e-mail, phone and chat.
4.5.2 Requests for information about the User’s or Customer’s personal information are made in accordance with clause 4.3.1.
4.6 Submitting requests to the Provider’s services
4.6.1 When contacting the provider’s services by e-mail (including through the support form in MP), notifications about the reading of letters are not sent.
4.6.2 Submitted applications must be written following the rules of grammar and punctuation, without using abbreviations. English terms should be written in Latin letters. The letter must be executed in UTF-8 encoding.
4.6.3 Applications made using transliteration, slang, distorted written language, use of vulgar expressions, insults or other content that does not belong to the Services of the Provider, as well as grammatical errors will not be accepted for consideration. Responses to such requests are not sent.
4.6.4 It is necessary to apply separately for each individual problem to be solved (discussed issue). It is not allowed to solve more than one issue within one discussion.
4.6.5 When recording previously held discussions, it is necessary to indicate the identifier of the request – the request number #XXXXXX placed in the subject of the correspondence (Subject field).

5. Procedure for performing standard operations

5.1 Account Creation
5.1.1 In the event that the Visitor cannot apply objectively through the order form, it is created in the process of considering the Visitor’s application made on the Provider’s website or received by e-mail.
5.1.2 Processing of orders for other Services (including dedicated servers) is carried out by the Provider’s employees during business hours according to the individual scenario.
5.1.3 At any time during the process of creating an account, as well as during the provision of Services, the Provider’s employees have the right to request an electronic copy of the documents confirming the authenticity of the information provided by the Visitor in the order.
5.1.4 Requirements for primary account contact email address (Clause 1.8):
5.1.4.1 The e-mail address specified by the Visitor as the primary contact address when placing an order cannot be located in a domain hosted or planned to be hosted on the Provider’s services.
5.1.4.2 The account’s primary contact email address (as well as all other contact addresses) must have autoresponder turned off.
5.1.4.3 Mail accounts on the Mail.ru service (domains mail.ru, inbox.ru, bk.ru, list.ru) If the account is used as the main contact email address, the provider does not guarantee the correct delivery of service notifications.
5.1.5 Provider employees have the right to refuse to create an Account for the Visitor in the following cases:
5.1.5.1 When the visitor refuses to provide copies of the supporting documents listed in clause 5.1.3.
5.1.5.2 When the visitor tries to use the free trial again.
5.1.5.3 When there is any doubt about the visitor’s right to use the domain name specified in the order.
5.1.5.4 When there is any doubt about the legality of the content posted on the site specified in the order.
5.1.5.5 If it is technically impossible to provide the ordered service.
5.1.6 When a decision is made to refuse the provision of services, the Provider’s employees notify the Visitor in accordance with clause 6.8.
5.2 Transferring data between accounts
5.2.1 A request to transfer site data from one host account to another is sent by the owner of the current Account to the Provider in accordance with clause 4.3.1 of these Rules. The request must indicate the name of the site to be transferred, the name of the Customer Account to which the transfer will be made, and the intention to transfer to the newly created account.
5.2.2 After receiving confirmation of consent to the transfer in accordance with clause 4.3.4 of these Rules (when transferring to an existing account), the Provider transfers the site(s) data from the old Customer Account to the new account. If the transfer is to a new Customer Account, the Provider processes the order and creates a new Customer Account, after which the transfer is made.
5.3 Password recovery for accessing the Customer Panel
5.3.1 Initiating password recovery to access the Customer Panel of the account is performed independently by the User by clicking on the appropriate link on the MP login page. If the transaction is successfully verified, a link to reset my password is sent to the Account’s primary contact email address.
5.3.2 If access to the primary contact e-mail address of the account is not possible, it is necessary to carry out the procedure for changing it in accordance with clause 4.3.1 of these Rules.
5.4 Changing the tariff plan of the account
5.4.1 The tariff plan of the account is changed independently by the User in the relevant section of MP. When there is a technically justified necessity, when changing the type of service, the tariff change is completed by the Provider’s employee in accordance with clause 3.2.10 of these Rules.
5.4.2 If the Customer does not have an organizational opportunity to change the tariff plan in accordance with clause 5.4.1 (when a tariff plan that is not included in the current tariff line is used), the Customer sends a request to the Provider in accordance with clause 4.3.1 of these Rules to change the tariff plan . After receiving approval in accordance with clause 4.3.4 of these Rules, if technically possible, the Provider employee changes the tariff plan for the Account and informs the Customer about the completion of the process in accordance with clause 6.8 of these Rules.
5.4.3 The change in the tariff plan of the Dealer Client’s Account is carried out by the Provider’s employee based on the application of the Dealer approved in accordance with clause 4.3.5 of these Rules.
5.5 Drafting of the Service Agreement
5.5.1 Request for execution of the contract The Client – a legal entity or an individual entrepreneur – sends his details to the Provider through a request.
5.5.2 The Agreement is drawn up by an employee of the Provider during business hours. In accordance with Clause 6.7 of these Rules, the Customer is informed about the readiness of the contract.
5.5.3 The customer prints the contract in two copies. No amendment is allowed in the contract.
5.5.4 The customer draws up both copies of the contract with the seal of the organization (if any) and the signature of the authorized person specified in the contract.
5.5.5 Both copies are sent to the Provider. The date on which the contract will be sent must be agreed in advance.
5.5.6 The provider returns a copy of the contract signed and sealed to the customer.
5.6 Preparation of reporting documents
5.6.1 Registration of acts on the provision of services is carried out at the end of the quarter within 1 (one) month.
5.6.2 If the customer’s postal address is found to be incorrect, the documents are not issued and sent until the customer’s postal address is corrected. The Customer is informed about the incorrect mailing address and the impossibility of sending documents through the main contact email address of the Account and the Customer Panel.
5.6.3 The e-mail address is considered invalid if the letter sent to it is returned to the Provider with the indication “Address not found/excluded/not shown” and similar in meaning.
5.6.4 When reporting documents need to be sent again, the user sends a request to the main contact address with a description of the documents needed to be sent.
5.6.5 The sending of paper original documents is carried out at the Customer’s own expense. The current shipping cost is communicated to him via inquiry or email.
5.7 Domain Registration
5.7.1 Domain registration is carried out by the Provider after the Client adds a new hosting service to the MP with “Add” and subsequent payment.
5.8 Extension of domain registration period
5.8.1 The Provider extends the registration period of the domains registered for the Customer according to the terms and prices described in the relevant section of the Provider’s Website.
5.8.2 The provider does not update (extend the registration of) domains that have not been transferred to its side.
5.8.3 The automatic renewal mode is set by default for all domains registered by the Provider for the Customer.
5.8.4 Domain renewal is paid from the balance of the Customer Account.
5.8.5 Automatic Renewal.
5.8.5.1 The automatic extension of the domain name registration period is carried out 60 (sixty) days before the end of the current registration period.
5.8.5.2 If there are insufficient funds for domain renewal in the account’s personal account, domain renewal is not performed.
5.8.6 Extending Domain Term before Renewal Time
5.8.6.1 Renewal of the domain is carried out by pressing the “Renew” button in the MP.
5.8.6.2 If the balance of the Customer Account does not have the required funds for the update, the update is not carried out and the Customer is informed about this by letter to the main contact e-mail address of the Account;
5.8.7 When domain renewal is refused, the Customer is not notified of the need to renew the domain and the domain is not renewed.
5.8 Making changes to the Whois database for domains registered for the Customer
5.8.1 Changes in the contact information of administrators of registered domains, addresses of NS servers, “Private Person” option, as well as transfer of the domain under the control of the Client are carried out freely by the client.
5.8.2 Changes in information about the domain administrator are made by the Client in the process of direct interaction with the domain registrar within the framework of the documents governing the registration and management of domains in the relevant zone.
5.9 Account Blocking
5.9.1 Account blocking is carried out by the Provider employees in the following cases:
5.9.1.1 If before the end of the trial period, the User has not paid a sufficient amount to remove his Account from the trial period.
5.9.1.2 If the balance of the Customer Account is owed more than half of the cost of one month’s services under the current tariff plan.
5.9.1.3 If the Customer exceeds the amount of disk space of the current tariff plan in the Account (excess quota).
5.9.1.4 If the User sharply exceeds the server resources of the current tariff plan in the Account, threatens the operation of other Accounts placed on the server.
5.9.1.5 If the User violates the Terms of Service.
5.9.1.6 The User sends a request to the Provider in accordance with clause 4.3.1 of these Rules with a request to refuse to use the Services and is approved in accordance with clause 4.3.5 of these Rules.
5.9.2 Account blocking is accompanied by the following:
5.9.2.1 In the cases listed in clauses 5.14.1.1 — 5.14.1.6 – suspension of the availability of data placed in the account through application protocols (HTTP, FTP, IMAP, POP3, SMTP, SSH), as well as partial suspension of access to the control panel. When accessing the User’s websites with the HTTP protocol.
5.9.3 To delete an account without recovery:
5.10 Account unblocking
5.10.1 Unblocking of the account is carried out automatically (paragraphs 5.14.1.1 – 5.14.1.4) and within a day by the Provider’s employee (paragraphs 5.14.1.5 and 5.14.1.6) after removing the reason for blocking.
5.11 Ordering additional services
5.11.1 Additional services are ordered by the Customer by adding them to the basket on the Provider’s website. The procedure for placing orders, their payment and processing is described in the Terms and Conditions of purchasing the service on the website.
5.11.2 Ordering of additional services not provided on the Provider’s website is carried out after contacting the Provider in accordance with clause 4.3.1 of these Rules.
5.12 Payment of Affiliate Fee
5.12.1 Payment of the partner reward is carried out in accordance with the rules of the partner program.
5.13 Transfer of User Accounts from Dealer to Provider and from Provider to Dealer.
5.13.1 Changes in the financial interaction procedure between the Account User, the dealer and the Provider are carried out by individual agreement.
5.14 Refund of Unused Funds
5.14.1 Refund of the balance of unused funds is carried out based on the written request of the Customer. The application for natural persons is drawn up according to the sample given in Appendix 2.1. for legal entities. Appendix 2.2. The application is submitted to the Provider’s office (by post, courier or in person) with the Customer’s signature (and the seal of the organization (if any), if the Customer is a legal entity). Clients – natural persons and sole proprietors fill the appropriate fields in the application with the information of Sh.V.
5.14.2 Upon receipt of a properly completed application, the Provider will block the account. The return of unused funds to the Customer’s current account in the amount specified in the description of the mutual settlement system is carried out in the manner approved by the current legislation of the Republic of Azerbaijan.
5.15 Procedure for handling customer claims
5.15.1 If the obligations arising from the contract for the provision of services are not fulfilled by the Provider or are not fulfilled properly, the Customer has the right to file a claim against the Provider. In the claim, the Customer’s name (name), indexed address (location and postal address), copy of documents (S.V for individuals, certificate of registration and tax accounting for legal entities), Account name, copy of service contract or payment receipt . The claim specifies the grounds for its issuance and indicates the amount of damages in each case.
5.16 Procedure for processing claims of third parties
5.16.1 A person or organization that has discovered materials that infringe their rights on the websites posted on the provider’s technical platform sends a letter about this fact in the form given in Appendix 3. The letter is delivered to the Provider’s office (by mail, courier or e-mail).
5.16.2 The provider informs the interested party by e-mail about the results of the works performed in accordance with clause 6.8 within the time limits established by the current legislation of the Republic of Azerbaijan.

6. Procedure for receiving a response from the provider’s services

6.1 Provider’s employees review and respond to requests during the service hours specified in clause 4.1 of these Rules.
6.2 Applications are processed one by one in the order they are received.
6.3 The response time to requests sent to the Provider’s services may not exceed 3 (two) hours, unless the response to the request can objectively take less time.
6.4 The processing time for requests sent to the provider cannot exceed 24 (twenty-four) hours, except in cases where the processing of the request cannot objectively take less time.
6.5 If requests are not answered within the time specified in clauses 6.3 and 6.4, an alternative method should be applied to Povaider in accordance with clauses 6.3 and 6.4. The request number used for clarification should be indicated in the request.
6.6 Requests requiring changes in the operation of the Services (reconfiguration, restart, update) are made during business hours.
6.7 After the end of the business day, responses to requests are sent via email to the primary contact email address of the Customer’s Account.
6.8 Responses to error messages and information requests are sent to the email address from which they were generated or to the email address to which a response is requested.
6.9 The legal response of the Provider’s employees is considered to be the reference materials and documents posted on the Provider’s website, including the provisions of these Rules, as well as publicly published links on the websites of third parties.

7. Final provisions

7.1 The Provider has the right to change the provisions of these Rules at any time without special notice to the Users. The User undertakes to independently monitor changes to these Terms.
7.2 Complaints regarding the quality of the service and requests regarding the operation of the Provider’s services should be sent to the Provider’s management using their information in the “Contact” section.