Hosting service conditions


Technical Support

Unlimited and free 24/7 support via email or incident forms (for phone support, see below).

SLA hardware:
In hardware breakdowns, e. g. server, switches, power supply or hard drives, the guaranteed response time to start repair is 24 hours, although the average is less than 1 hour and depending on the breakdowns, the total time of repair usually does not exceed 4 hours.

According to our statistics, the possibility of a breakdown is 0.8% per year.

SLA software:
In case of software failures, for example, operating system failures, it is 1h in business hours and 2h in the rest of the hours.

NOTE: Intrusions on the websites caused by third parties are not covered. If a compromised website is detected, it will be immediately suspended for security reasons.

Advanced technical support

At Intervia we have some of the best systems technicians in Spain and we adapt as much as possible to the needs of our customers.

If you have special needs, contact us, we can install virtually any service you need based on GNU/Linux or BSD operating systems. We also work with Windows Server, although we do not recommend its use if it is not necessary due to technical requirements.

Among the services we offer is the installation of content management systems that often have performance problems to make them work smoothly, we have extensive experience with:
  • Prestashop
  • Magento
  • Wordpress

Standard telephone support

CONDITIONS

  • Available during business hours (see our working hours).
  • Maximum 1h or 8 calls per month (whichever is reached first).

PRICES

  • Advanced, reseller and dedicated servers: Free
  • Basic and Mail Servers: Cost per incidence

24-hour enhanced telephone support

CONDITIONS

  • Maximum 2h or 16 calls per month (whichever is reached first).
  • Attention 24h 365 days a year.
  • The cost is monthly, even if the service is not used.

PRICES

  • Monthly payment: 66€ + VAT
  • Quarterly payment: 171€ + VAT
  • Annual payment: 612€ + VAT

Standard telephone support per incident

CONDITIONS

  • It is applied once the time or number of calls included in the standard support for Advanced, Reseller and Dedicated servers, or for the rest of the services from the first call, has elapsed. Available during business hours (see our working hours).
  • Invoicing by incident and number of calls.

PRICES

  • Per incidence (1st call): 2,48€ + VAT
  • For each additional call: 0,83€ + VAT

Enhanced 24-hour phone support per incident

CONDITIONS

  • It is applied once the time or number of calls included in the "24h enhanced telephone support" or for customers without this contracted service has elapsed, by paying an annual fee.
  • Attention 24h 365 days a year.
  • Invoicing by incident and number of calls.

PRICES

Non-contract users of "24h enhanced phone support".
  • Annual fee: 36€ + VAT
Calls from 8:00h to 22:59h outside business hours
  • Per incidence (1st call): 4,96€ + VAT
  • For each additional call: 1,65€ + VAT
Calls from 23:00h to 7:59h
  • Per incidence (1st call): 7,44€ + VAT
  • For each additional call: 2,48€ + VAT

Summary of conditions of use

Most of our customers make normal and reasonable use of our services, but we indicate below some unsupported uses of our servers. Here's a list of prohibited uses on our servers:

  • Sending of spam or commercial communications to email addresses that have not been approved by the user. For example, by importing databases purchased with email addresses. In the event of receiving abuse notifications for this reason, the mail service will be interrupted until the situation is clarified.
  • Installation of any illegal content. If illegal content is detected, the competent authorities will be notified. Downloads of copyrighted material, sale of counterfeit or prohibited products, scam pages, and generally any content that may be illegal are not permitted.
  • Installation of netbots. The intentional installation of a netbot or spamming bots means the immediate suspension of the account. If you would like to install a tracking service for legal use, please consult us first.
  • Installation of P2P services, downloads of files, photographs, video and in general of any masvats downloads service, without previous communication. If the service to be set up is legal, we can offer a solution by means of a dedicated server adapted to the needs of the service.
  • Sending mass mailings through applications such as phplist or similar, without communicating it beforehand Any mass emailing service must be communicated to us before we begin using it, providing information on the origin of the emails, the number of posts, measures to prevent unwanted posts, the opt-out system, and the subject matter of the posts. In case of fitting within our email usage policy, the sending could be done (as in fact many of our customers do), but in case of abuse the system will be suspended.
  • Installation of adult content, without prior notice. The websites with adult content cannot be installed on our virtual servers, if it is legal content we can offer the service on a dedicated server, after consultation with our commercial department.

General terms and conditions for contracting services (opens in a new window).

Payment Terms Overview

  • Payment by bank transfer, deposit or credit card (VISA, Mastercard, Amex). We do not accept SEPA CORE receipts for new customers, we only accept B2B SEPA receipts.
  • In the event of non-payment, services may be suspended after a warning.
  • Transfers of domains will not be allowed as long as there are unpaid invoices.
  • Cost of returning receipts: €6 + VAT, added to the unpaid invoice. Imputable to the customer as long as your bank returns the invoice receipt.
  • Invoices corresponding to returned receipts must be paid by bank transfer or credit card. A new receipt will never be passed in case of return.
  • Virtual servers can be cancelled during the first 90 days after their hiring or renewal, with a single cost of 3 monthly installments according to the monthly payment rate of each service. If the virtual server does not have a Monthly payment fee, the service cannot be cancelled after your booking. Early cancellation is only applicable to virtual servers with annual contracting.
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