Congestion Management Policy:
Support360 monitors and proactively reinforces our network with additional capacity in areas where growth trends identify a need. If network congestion occurs, Support360 employs various techniques to ensure a positive customer experience and fair distribution of network resources.
When network congestion is identified, Support360 uses various techniques to create a good customer experience. Our network management techniques include preventing virus/spam delivery to customer email accounts. We also reinforce our network with additional capacity in areas where congestion is identified or as part of standard network engineering design plans. In some cases, we may limit the number of customers that can be served on a particular network node or, in very rare cases, we may need to downgrade the service available to existing customers until additional capacity can be added.
Excessive Use Policy
The Support360 Excessive Use Policy (EUP) uses a 100.0 terabyte (TB) monthly data usage limit. This limit applies to all uploaded and downloaded data for all Support360 data center High Speed Internet (HSI) customers except for those excluded below. Of the thousands of Support360 HSI customers, very small fractions exceed the data usage limit provided with their monthly HSI plan.
Support360 does not currently charge customers a fee for excessive data usage. Support360 will weigh variables such as network health, congestion, and the availability of customer usage data as factors when enforcing this policy. Customers who have exceeded their monthly data usage limit and are subject to EUP enforcement will be notified by Support360 via web notification and/or written communication.
Application-Specific and/or User-Specific Policy
Support360 High-Speed server customers receive full access to all the lawful content, services, and applications that the we have to offer. Support360 also deploys certain user-specific policies (i.e. practices that are applied to traffic associated with a particular user or user group).
Security Policy
Support360 engineers are dedicated to managing our network to ensure that all customers receive the most secure online experience. We use industry-leading security practices to manage our network, provide services to our customers, and ensure compliance with our Acceptable Use Policy and the terms of our High-Speed servers agreement. These tools and practices may change from time to time to keep up with the new and innovative ways that customers use the network and to keep up with changing network technologies.
We reserve the right at any time to take action to protect the integrity and normal operation of our networks and to safeguard our customers from Internet threats, including fraud and other forms of abuse. Such actions may include, but are not limited to, blocking, redirecting, or rate-limiting traffic using specific protocols, delivered over specific protocol ports, or destined for particular domain names or IP addresses associated with known malicious activity.
IP Spoofing Prevention
The basic protocol for sending data over the Internet network and many other computer networks is Internet Protocol (IP). The header of each IP packet contains, among other things, the numerical source and destination address of the packet. The source address is normally the address that the packet was sent from. By forging the header so it contains a different address, an attacker can make it appear that the packet was sent by a different machine. The machine that receives spoofed packets will send a response back to the forged source address, which means that this technique is mainly used when the attacker does not care about the response or the attacker has some way of guessing the response.
Support360 applies security measures to prevent an attacker within the network from launching IP spoofing attacks against these machines and flooding the network with unwanted data that can cause congestion.
DoS/Distributed DoS Monitoring and Mitigation
A denial-of-service attack (DoS attack) or distributed denial-of-service attack (DDoS attack) is an attempt to make a computer unavailable to its intended users. Although the means to carry out, motives for, and targets of a DoS attack may vary, it generally consists of the concerted efforts of a person, or multiple people, to prevent an internet site or service from functioning efficiently or at all, temporarily or indefinitely.
Support360 applies various security measures to prevent someone within the network from launching DoS or DDoS attacks to ensure that customers can access the Internet when needed.
Support360 may block or rate-limit connections on other ports that are commonly used to exploit other customers or non-customer computers.
Support360 may suspend hosting and server that are used in a malicious manner to infect customers, perform fraud against them and otherwise as needed to protect our network and our customers.
Expected Performance
When you order Support360 High-Speed hosting or server access service, the service we quote you is based on an listed products “up to” connection speed. We continually upgrade our network, but our quoted speed is based on the characteristics of the relevant network facilities at the time you order. We will confirm your required speed at the time of configuration.
Commercial Terms
Support360 offers both standard and promotional rates (promotional rates typically require a commitment to keep the service for a term of months or other conditions). Standard rates and promotional rates typically vary according to speed tier and occasions like Black Friday and New Year Sale whether you are bundling with another Support360 service, and the length of time you commit to keep the service. As a result, and given the high ongoing volume of Support360 sales, it is not practical to provide a standardized disclosure with your specific information that can be provided at point of sale.
However, the full monthly or yearly service charge applicable to you, for the specific service you are purchasing, is reflected in the order confirmation you will be provided at purchase when purchasing online, and in the verbal order summary provided at purchase when purchasing through our telephone sales channel.
Government taxes, government-related fees, and Support360 fees and surcharges may apply
These charges vary by location and may change. In addition, Support360 reserves the right to pass through or institute new charges related to service or any transaction fee through any medium.
Redress options policy
If you have any questions or concerns regarding Support360 High-Speed Hosting and Server services and the subjects of this disclosure, you may send an email to:
Please include the following information:
- Subject Line: Hosting Management Disclosure
- Name: (Optional)
- Your desired server location address
- A summary of the nature of your concern
Support360 takes all such questions and concerns seriously. The appropriate Support360 personnel will review all such submissions and respond in a timely manner.