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Acceptable use policy

The Wirehive Acceptable Use Policy has been formulated with the following goals in mind:

  • to ensure security, reliability and integrity of Wirehive’s systems and network, the systems and networks of Wirehive’s customers and the networks and systems of others
  • to avoid situations that may cause Wirehive to incur civil liability
  • to maintain the image and reputation of Wirehive as a responsible provider
  • to preserve the value of Internet resources as a conduit for free expression
  • to encourage the responsible use of net resources, discouraging practices which degrade the usability of network resources and thus the value of Internet services
  • to preserve the privacy and security of individual users

The Acceptable Use Policy below defines the actions which Wirehive considers to be abusive, and thus, strictly prohibited. The examples named in this list are non-exclusive, and are provided solely for guidance to Wirehive customers. If you are unsure whether any contemplated use or action is permitted, please send mail to support@wirehive.net and we will assist you.

Please note that the actions listed below are also not permitted from the Wirehive Limited network or remotely to the Wirehive network from any other network.

1. General Conduct

1.1. Customers are prohibited from transmitting on or through any of the Wirehive services, any material that is, in Wirehive’s sole discretion, unlawful, threatening, abusive, libellous, hateful, or encourages conduct that would constitute a criminal offense, give rise to civil liability, or otherwise violate any local, state, national or international law.

1.2. Wirehive services may only be used for lawful purposes. Transmission, distribution, or storage of any information, data or material in violation of United Kingdom laws, or by the common law, is prohibited. This includes, but is not limited to, material protected by copyright, trademark, trade secret, or any other statute. Wirehive reserves the right to remove such illegal material from its servers.

1.3 The customer is responsible for keeping his billing data with Wirehive up-to-date and accurate. Furnishing false data upon signup, contract, or online application, including fraudulent use of credit card numbers, is grounds for immediate termination, and may subject the offender to civil or criminal liability.

1.4 The resale of Wirehive products and services is not permitted, unless specifically authorized and documented in a written agreement.

2. System and Network Security

2.1. Customers may not attempt to circumvent user authentication or security of any host, network, or account (“cracking”). This includes, but is not limited to, accessing data not intended for the Customer, logging into a server or account the customer is not expressly authorized to access, or probing the security of other networks (such as running a SATAN scan or similar tool).

2.2.  Customers may not attempt to interfere with service to any user, host, or network (“denial of service attacks”). This includes, but is not limited to, “flooding” of networks, deliberate attempts to overload a service, and attempts to “crash” a host.

2.3. Customers may not use any kind of program/script/command, or send messages of any kind, designed to interfere with a user’s terminal session, via any means, locally or by the Internet.

2.4.  Users who violate systems or network security may incur criminal or civil liability. Wirehive will cooperate fully with investigations of violations of systems or network security at other sites, including cooperating with law enforcement authorities in the investigation of suspected criminal violations.

2.5. Wirehive reserves the right to monitor network traffic, run security scanning agents and test mail and web infrastructure connected to the Wirehive network for the sole purpose of ensuring system and network integrity.

2.6. Passwords should consist of at least 8 mixed alpha and numeric characters with case variations. You should not permit a common word to be used as a password. You must protect the confidentiality of your password, and you should change your password regularly.

3. Broadband (ADSL) services

3.1. Wirehive broadband (ADSL) services are intended for use to provide unlimited, moderate usage, high speed internet access for an individual, small or home office user in the case of single ADSL, and a multi-user office up to typically 15 people, with perhaps heavier usage requirements in the case of business ADSL.

3.2. Given the asymmetric nature of broadband ADSL services, they are not intended for the provision of hosting of applications, data or services to the wider Internet. Wirehive broadband is specifically aimed at the provision of Internet access. Any Wirehive customer wishing to run services or applications, should speak to their account manager about our application hosting, datacentre colocation, or EFM and WAN (leased line, metro Ethernet or MPLS) services.

3.3. Use of a contended network or services (as the broadband network indeed is) relies upon reasonable usage by all subscribers to that service. If there is heavy, excessive or inappropriate usage by a small number of subscribers, then it is possible that network performance for the majority may deteriorate. As such Wirehive will monitor and manage traffic levels to ensure that bandwidth is being consumed in line with what is generally considered a “reasonable usage” pattern. Wirehive will base this upon current “best internet industry practice” and draw on the collective experience of other similar business-class service providers across the UK internet community.

3.4. Any broadband customer who transfers more than 50GB in total during a calendar month (the total of uploaded and downloaded materials) may be contacted by their account manager to discuss whether their broadband service is still appropriate for their usage requirements. Options include upgrading to EFM or other fixed line, SLA-based WAN services, or moving in an orderly fashion to another broadband provider.

3.5. During any discussion regarding the bandwidth usage and requirements of a broadband service, Wirehive reserves the right to consider rate limiting the broadband service in order to protect other users on the network from unreasonable usage patterns.

4. Email

4.1. Harassment, whether through language, frequency, or size of messages, is prohibited.

4.2. Customers may not send email to any person who does not wish to receive it. If a recipient asks to stop receiving email, the customer must not send that person any further email.

4.3. Customers are explicitly prohibited from sending unsolicited bulk mail messages (“junk mail” or “spam”). This includes, but is not limited to, bulk-mailing of commercial advertising, informational announcements, and political tracts. Such material may only be sent to those who have explicitly requested it.

4.4. Malicious email, including but not limited to “mailbombing” (flooding a user or site with very large or numerous pieces of email), is prohibited.

4.5. Forging of header information in any deceitful manner is not permitted.

4.6. Wirehive accounts or services may not be used to collect replies to messages sent from another Internet Service Provider, where those messages violate this Acceptable Use Policy or the Acceptable Use Policy of that other provider.

5. Colocation, managed and shared hosting

5.1. Any and all material hosted on any hosted servers, or servers co-hosted on Wirehive premises and network facilities remain the responsibility of the webmasters of those respective sites. If there are any queries regarding those sites, please get in touch with the owners and maintainers in charge.

5.2. Wirehive reserves the right to remove or suspend web sites, hosted servers co-hosted servers at our premises which contain material offensive or deemed unacceptable by Wirehive, ISOC, NHTCU, SOCA or Scotland Yard.

5.3. The shared hosting resources allocated for CGI scripts are made available on a shared hardware platform. Wirehive reserves the right to remove any scripts deemed to solicit an unacceptable load on those resources. Also, customers should not run their own server processes (or daemons) on any managed server (e.g. database servers, chat servers, etc.). For further advice on this or any other issues, please contact us at support@wirehive.com

5.4. Wirehive reserves the right to restrict support access to the customer where it is deemed to be in excess of the supplier average support requests for similar customer contracts.

5.5. Managed Hosting – 10 requests per month per server

5.6. Managed+Applications – 15 requests per month per server

5.7. In all cases relating to this matter Wirehive will first engage with the customer to discuss an appropriate reconfiguration or contracting of new services being provided to match that required by the customer.

6. Investigation

6.1. We have in place a procedure for handling your complaints about material stored and/or accessed via our service. If you wish to make such a complaint, please ensure that you make your complaint by email to support@wirehive.com. If you do not use this facility we cannot guarantee that your complaint will be dealt with promptly.

6.2. Wirehive reserves the right to investigate suspected violations of the AUP. When we become aware of possible violations, we may initiate an investigation, which may include gathering information from the user involved and the complaining party, if any, and examination of material on our servers. Much of the AUP reflect acts that may constitute breaches of United Kingdom legislation or regulations and may in some cases carry criminal liability.

6.3. During an investigation, we may suspend the account involved and/or remove the material involved from our servers. Such action may include temporary or permanent removal of material from our servers, warnings to the user responsible, and the suspension or termination of the account responsible. We will determine what action will be taken in response to a violation on a case-by-case basis.

6.4. The customer acknowledges that Wirehive may be required by current or future law or regulation, including but not limited to the Regulatory of Investigatory Powers Act 2000, to access, monitor, store, take copies of, or otherwise deal with the Customer’s data stored on or transmitted by the Service. Without limitation, you expressly authorise us to use your personal data and other account information in connection with any such investigation, including by disclosing it to any third party authority that we consider has a legitimate interest in any such investigation or its outcome.

6.5. Wirehive reserves the right to terminate the Service with immediate effect and without further obligation or liability to the Customers as required by any law enforcement organisation, or for breaching this AUP in any way.

Disclaimer

Wirehive do not have any contractual responsibility to monitor any customer activity and we hereby disclaim any responsibility for any misuse of our network.

If you have further questions or need help with any part of your Wirehive service, please contact our technical support team on 01252 560565 or by email at support@wirehive.com.