Fair Usage Policy as at 11 November 2022
This EZiHosting Fair Use Policy ("Fair Use Policy") accompanies the EZiHosting Terms and Conditions (the "Agreement") entered into between you ("Customer") and EZiHosting Pty Ltd ("Supplier" or "EZiHosting"). Terms used in this Fair Use Policy that are not defined herein have the meanings given to them in the Agreement.
The Supplier provides various Services including web hosting and design services. Through this fair use policy, we seek to ensure an optimal, as well as fair, user experience and support experience for all our customers. The Supplier is committed to an up-front, published, simple, transparent, and no-nonsense subscription pricing model. We don't set out to tempt customers with low up-front pricing and then "pile on" additional charges for storage etc. We do not charge extra fees for storage or extra hidden charges when the services are used reasonably and normally. However, to maintain that position (the lack of hidden charges) we need to ensure that the provision of our services is not monopolised by a small subset of customers. Ultimately, provision of the Services must be profitable, as well as fair and transparent.
That's why we monitor many Services and technical usage according to a Fair Use Policy. This Fair Use Policy has been created to prevent improper use of the services, so we can offer all our customers an excellent user experience. The Fair Use Policy for our Services comprises, but is not limited to, elements such as support, storage, traffic, bandwidth, emails. For example, database size, the amount of internal and external network traffic including web traffic, the number of emails sent from and received by our servers, and the amount of, and length of, database and API requests - including CPU time, memory use and queue lengths across all services.
EZiHosting does not charge extra when the services are used reasonably and normally. When we determine the scope of Fair Use we take into account the observed use of more than a thousand EZiHosting customers, technical advances and the current price rate of all necessary assets. We'll adjust these values when there is reasonable cause. In general, this will often mean expansion and raising of thresholds and reducing the cost of excessive use, as a result of lower costs of cloud storage and cloud computing. We will inform you in a timely fashion when these changes affect your costs or use. When we detect something out of the ordinary in your EZiHosting CMS environment or Service usage, we'll contact you to discuss the situation and potential alternatives. In extreme cases, we may be required to limit the service usage (e.g. limit your access to support, available storage, bandwidth, database usage, API usage or allowed emails). Alternatively, we may discuss with you options for temporarily isolating your system from other multi-tenanted users and feed for dedicated hosting for some or all of your Services, or require you to purchase premium Services from us.
Support is typically provided free of charge as part of the services we offer. To ensure that all customers have equal access to support, we may restrict or suspend access to support for any customer that is consuming extreme levels of support time or logging many more support issues than a typical customer with similar users and a similar subscription.
"Unlimited Everything" in terms of storage must be taken in the following context. Within your EZiHosting environment you can store documents to record correspondence with customers, resources, as well as data and transactions in a database. To make sure that there is enough storage for everyone, we may limit the amount of data you can save. If we detect that your organisation structurally saves excessively more data than we consider to be fair and normal, we'll contact you to discuss the situation. It's possible to expand your storage and, if appropriate we will only charge a maximum of the published and publicly available storage charge for the relevant storage solution. At that point we'll contact you to discuss alternative storage options.
Network Traffic and Bandwidth
"Unlimited Everything" in terms of bandwidth must be taken in the following context. To prevent a negative effect of excessive network traffic on your user experience or that of others, we monitor the traffic. We compare your use to the average use of all our EZiHosting customers with the same plan. With normal use you do not have to worry about the network bandwidth available to you. If we detect a situation that could lead to a decrease in service, we will contact you to discuss the situation. In some situations, we can intervene by limiting the available bandwidth.
Amount of sent and received emails
"Unlimited Everything" in terms of email must be taken in the following context. To prevent spam, we use worldwide blacklists, and spam blockers among other things. To guarantee smooth email traffic from our EZiHosting products for you and our other customers, we monitor the mail servers. Spam and blacklisting could happen when excessive amounts of emails are sent from the EZiHosting environments, for example. We maintain very broad margins based on the average use of our EZiHosting customers with similar plans. With normal use, you will not notice a thing. When we detect abnormal values that could negatively impact the service for others, we may limit the number of emails you can send, or take other action as appropriate. Before we do this, or in urgent situations immediately after doing so, we'll always contact you to discuss possible solutions.
Compute and Load
To prevent a negative effect of excessive use of compute resources, on your user experience or that of others, we monitor the compute resources. We compare your use to the average use of all our EZiHosting customers with the same plan. With normal use you don't have to worry about the compute services available to you. Where increased usage is caused by the normal growth of users and customers, we will scale the resources available. If we detect a situation that reflects abnormal use or that could lead to a decrease in service, we will contact you to discuss the situation. In some situations, we can intervene by limiting the available compute resource.