This Service Order (“SO”) is an integral and substantial part of the General Service Conditions (“GTC”). The CGS and this SO establish the terms and conditions for the provision of Web Hosting services by Enartia Single Member S.A. (hereinafter “Enartia” or “Company”) to the Customer. The capitalized terms used in this SO have the same meaning as defined in the CGS.

The Commercial Offer of cPanel Hosting services published online on the Enartia website  

https://web.papaki.com/web-hosting/wordpress-hosting/?lang=en. 
 
Where “Website” is mentioned, it refers to the website of Enartia’s brand “Papaki” https://web.papaki.com/?lang=en.  

  1. Descriptionof the Hosting Service for WordPress 
    The Service is activated by the Customer after the purchase, with a relevant action in the Control Panel, and consists in the allocation by Enartia to the Customer of a storage space on the hard disk of a server owned by team.blue group, of which Enartia is a member, exclusively for hosting content via HTTP/HTTPS protocols. The technical specifications and details of the Service are visible on the Enartia’s website on the product channel relating to the Service itself https://web.papaki.com/web-hosting/wordpress-hosting/?lang=en. Enartia does not directly supply the Customer with any physical equipment. The Enartia servers through which the Service is provided are located at the server farm owned by the team.blue  
     

The Service includes

– Managed: Enartia provides constant updating of WordPress in its components (basic or core code, plug-ins and themes) and, if required by purchased solution, monitors website uptime. 

– Unmanaged: The Customer undertakes to independently manage the installation of WordPress in all its components (basic or core code, plug-ins and themes). The solution includes FTP and SSH accesses and MySQL management through which the Customer can upload files or make changes to the website directly in production. 

The Customer acknowledges that certain paid third-party software components (such as WordPress themes or plugins) used in the project may be subject to external licensing terms. If such licenses are not owned or renewed by the Customer, Enartia may not be able to apply future updates or provide ongoing support for those components. The Customer understands and accepts that failure to maintain valid licenses may impact functionality, compatibility, or security, and that responsibility for license renewal lies with the Customer unless otherwise agreed in writing. 
 
The Service can only be used to host a WordPress website. Also, only one WordPress installation per hosting space is allowed. Any WordPress hosting account that hosts a non-WordPress website or other content not delivered through WordPress may be temporarily or permanently suspended at Enartia’s sole discretion, an action of which the Customer will be notified in advance or afterwards. 
 
The Service is offered through various solutions, each of which is defined by limits and particular technical characteristics: these solutions are published in an updated manner on the Enartia website, indicating the technical differences and the relative economic offer. Enartia reserves the right to formulate promotional offers also during the course of the contract, which will be highlighted and advertised on the site, in which case the conditions and terms set forth therein must be observed, in particular regarding compliance with the memory space limits and of traffic. 
 
The license under which WordPress software is released is the Free Software Foundation’s GPLv2 (or later). More information is available at https://wordpress.org/about/license/. 
 
2 – Conditions of use of the Service 
The Customer undertakes to use the Hosting Managed or Unmanaged service for WordPress (“the Service”) in compliance with the GTC, this SO and any applicable law, including regulatory provisions. 
 
2.1 – Association with a Domain Name 
The Service is provided by Enartia in association with the second level Domain Names which, upon activation of the Service: 
1) are managed through the Enartia, are administered in the same control panel in which the Service is activated and use the DNS of the Enartia, or 
2) they are managed through the Enartia and do not use the DNS of the Enartia, or 
3) they are maintained by third-party providers and do not use the DNS of the Enartia. 

 
Enartia will proceed with the automatic update of the DNS zone of the domain associated by the Customer with this Service only if: 

  •  Enartia is the manager of the authoritative Name Server, and  
  • the A and CNAME “www” records of said domain do not point to a page other than the courtesy page of Enartia.  

Ιn all other cases and in cases where Enartia is not the manager of the authoritative Name Server for that domain, it will be up to the Customer to update the DNS zone. 

The Customer exempts Enartia from any malfunction deriving from a DNS zone configuration error or from any event that may make the DNS inaccessible in the event of Name Servers not maintained by the Enartia. 
 
2.2 – Access and use of the service 
The Customer accesses the management area of ​​his Service through Enartia’s control panel: through the Service management area, the Customer can check the status of the same and extrapolate some detailed data. 
The Customer logs into the WordPress admin area at the domain address the WordPress account is associated with, followed by the prefix /wp-admin. Access will take place through the use of the credentials chosen by the customer during the WordPress initialization process carried out from the Enartia’s control panel. 
In case of loss, the Customer can receive a new password using the WordPress password recovery function.  

In any case, user access and account management are handled through the native mechanisms of the WordPress platform. Functions such as password reset depend on the default settings and infrastructure provided by WordPress. If the Customer modifies these settings or installs third-party plugins that alter access controls, such functions may no longer operate as intended. In such cases, responsibility for restoring functionality lies solely with the Client, unless otherwise agreed in writing. 
Customer remains solely responsible for the installation of any third-party software not provided in the initial installation of this Service. Enartia will not be held liable in any way for damages deriving from such installations by the Customer or third parties. The customer indemnifies Enartia to the maximum extent permitted by law in this regard. 

 
The Customer represents and warrants that: 

(1) has the right to use and install the software,  

(2) has paid any applicable license fees for the software,  

(3) the software does not and will not infringe intellectual and industrial property rights of any other person or entity, and  

(4) complies with the terms and conditions relating to the use of the installed software. 

The Customer declares that they have sufficient technical knowledge to allow them to properly maintain, manage, and use the WordPress account. 

The Customer will be responsible for all activities or associated charges and costs arising from the use of the service, whether authorized or not by the same, and acknowledges that Enartia will not be liable for any loss of data or confidential information or other damages resulting from such use. 

Managed Service 
In the case of a Managed Service, an integral part of the Service is the often check of the availability of updates to the WordPress base code, themes and plug-ins. The Customer declares to be aware that Enartia is unable to ensure the correct functionality of the Service and the associated website following such updates. 
In the case of a Managed Service, the Customer declares to be aware that Enartia will be able to carry out maintenance or other actions necessary to guarantee the functionality and performance of the Service. 
 
2.3 – Use of resources related to the Service 
The Customer assumes any and all responsibility for the data and contents of its hosting space relating to this Service. Any operation carried out on the web space or on the databases associated with the Service is the sole responsibility of the Customer. 
It is understood that in the case of purchase on behalf of a third party, the Customer will be responsible for the data entered in the web space granted through the Service on behalf of the third party. 
 
Enartia reserves the right to immediately suspend the Service if, at its sole discretion or following a report from third parties, it deems, on the basis of the elements acquired or acquired through the contents entered by the Customer in the disk space or in the databases, activities in violation have been carried out of law, of mandatory rules, of morality, of this SO and / or of the GCS, according to the provisions of the current GCS. In case of purchase of the Service on behalf of third parties, Enartia reserves the right to contact any third-party users of the Service directly. 
 
2.3.1 – Disk space and content 
The disk space limit specified in the offer published online on the Enartia website cannot be exceeded by the Customer. If the Customer exceeds this limit, Enartia reserves the right:  

  • to proceed with the suspension of the Service until the Customer resizes the space occupied within the contractually indicated limits, or 
  • to suggest the Customer, purchase a superior solution of the Service with consequent adaptation of the technical platform. 

In the absence of this adjustment, Enartia cannot be held responsible for malfunctions of the Service. 
 
The disk space associated with the Service must be used only and only for saving: 

  • content usable through the website linked to the Service and / or  
  • for files / libraries directly used by the web pages.  

The uses of space for backup purposes, file sharing via HTTP/HTTPS/FTP or any other form of saving data not provided through the WordPress website associated with the Service with appropriate HTTP or HTTPS links are not considered valid for the purposes of this SO. 

Prohibited uses of the Service 
 
The following will not be considered compliant with this SO, by way of non-exhaustive example: 

  • video or photo archives not published through special photo / video gallery software;
  • webcam image archives published via FTP every N minutes; 
  • backup of the contents of your computer; 
  • backup of your site or other content; 
  • backup of its databases (excluding those made by Enartia); 
  • the use of CMS plug-ins (WordPress, Joomla etc.) which automatically save a backup locally. 
  • backup backups. 
  • It is not allowed to upload or download files with dimensions equal to or greater than 100MB; therefore, the transfer in uploading or downloading of files equal to or greater than said dimensions could be technically prevented. 

Other examples of material that is not allowed to be placed on the disk space associated with the Service: 
 

  • IRC scripts; 
  • Child pornography 
  • Audio / Video Streaming; 
  • Proxy scripts / Anonymizers; 
  • Pirate / warez software; 
  • Pages that contain links to pirated / warez material; 
  • Pages that contain only lists of files to be downloaded; 
  • IP Scanners; 
  • Bruteforce scripts; 
  • Mail-bombing / Spam scripts; 
  • File dump or Mirror scripts; 
  • Sites that promote illegal activities; 
  • Fraudulent / phishing sites; 
  • Script for the uncontrolled sending of emails; 
  • Blog or forum where it is possible to post comments without any moderation and / or without any verification that whoever posts a comment is really a person and not a script (such as CAPTCHA); 
  • Copyrighted material for which the Customer has no right of publication 
  • Executable files (eg .EXE) 
  • Image file of archives (eg .ISO) 

In the event of a breach by the Customer of these obligations, Enartia reserves the right to interrupt the Service and terminate the contract due to the fact and fault of the Customer. The Customer will be required to comply with the indications of a technical nature that Enartia will provide in the event that they have entered programs or applications incorrectly in their space.  

In the event that the Customer does not want to comply with the aforementioned indications or the aforementioned space limit is exceeded, Enartia reserves the right to terminate this contract, without any financial obligation to the Customer. 
 
The files, software and contents of the Customer space are the responsibility of the Customer. If, by their own will, due to lack of updates or errors in writing the code, they attack the vulnerability of the system such as to allow access by intruders and / or are exploited by the Customer himself or by third parties, authorized or not authorized by the Customer, to indirectly damage the services provided by the platform, Enartia may intervene and suspend the Service until the Customer restores normal security conditions. 
 
The security of access and users is the responsibility of the Customer. The Customer undertakes to keep the WordPress authentication credentials and, where available, other credentials such as FTP, MySQL or other database users, in the utmost secrecy and security, operating the best practices that guarantee such security, such as the choice of sufficiently complex passwords, the use of the password suggestion tool, the regular modification of these passwords, the modification of these passwords in the event of suspected, presumed or verified compromises. Enartia is not responsible for data loss or compromise, abuse, damage due to the insufficient level of security applied by the Customer. 
 
In the case of an unmanaged Service, the Customer is also responsible for updating the WordPress base code, verifying the security of the templates and plug-ins, both during installation in the Hosting disk space and subsequently, for the entire duration of this SO. 
 
The servers hosting the Customer’s hosting spaces are located at the Brussels, BE datacenter. There is no provision for moving the Customer’s Hosting space to a datacenter other than the one in Brussels. 
 
Enartia is responsible for synchronizing the server clocks and for monitoring them. The Customer is thus guaranteed the uniformity of the times recorded in each operation and log. The Customer may not request any changes to this synchronization or time zone changes. 
 
2.3.2 – Database space 
The database space limit specified in the offer published online on the Enartia website refers to the size of the single database and cannot be exceeded by the Customer. If this limit is exceeded, Enartia will proceed to block access to that database from the platform that provides the Service until the Customer resizes the space occupied within the contractually indicated limits or proceeds to purchase a higher solution of the Service with consequent adaptation of the technical platform. In the absence of this adjustment, Enartia cannot be held responsible for malfunctions of the site resulting from the blocking of access to the database which has exceeded the maximum allowed size. 
 
2.3.3 – HTTP, HTTPS and FTP traffic 
The Service provides for a traffic limit defined in the offer. The traffic limit in the product sheet is intended as the sum of the traffic of the HTTP, HTTPS and FTP services. It is also specified that in the event of an upgrade or downgrade with the purchase of a different solution of the Service, the traffic limit will be that provided for in the different solution purchased and not a sum of the two solutions. 

If the Customer exceeds this limit, Enartia will proceed with the suspension of the Service until the first day of the following month or until the Customer proceeds to purchase a solution of the Service that has a higher traffic limit. In the absence of this adjustment, Enartia cannot be held responsible for site malfunctions. 
 
The Customer is aware that http / https / ftp traffic is strictly functional to the provision of the website and the accessory files. Enartia reserves the right to suspend the Service in the event that  HTTP / HTTPS/ FTP traffic is used for the delivery of content described as invalid for the purposes of this SO in the paragraph “Disk space and content”. 
 
The Customer is aware of the fact that Enartia uses automatic systems capable of identifying malicious access, brute force and compromise of single files and / or entire Hosting spaces; in the event of an actual or attempted compromise, regardless of whether the Customer is aware of it or not, Enartia reserves the right to activate automatic protection processes such as: 

blocking of authentication with a specific user
• blocking the IP address of origin of the traffic 
• blocking of the domain of origin of the traffic 
• blocking http access to one or more compromised files 
• removal of files or directories that can compromise the status and / or the security of the service 
• suspension of the Hosting account 
• cancellation of the Hosting account 
 
2.3.4 – Server and platform resources 
For the purposes of providing its website, by way of non-exhaustive example, the Customer will not be allowed to: 

  • exceed the number of 100,000 files or directories (inodes) within the space made available within the same directory; 
  • exceed the number of 1,000 tables within the same database; 
  • send more than 2,000 emails on the same day; 
  • run stand-alone scripts, executed in daemon mode, which are not directly related to the delivery of a web page (with the exception of the ‘cron’ functionality provided with the Service); 
  • query databases that last more than 15 seconds; 

Even in such situations, Enartia reserves the right to suspend the provision of the Service and possibly withdraw from this contract, without any financial obligation to the Customer, always subject to compensation for further damages.
2.3.5 – Platform migrations 
The Customer acknowledges and accepts that in the normal course of business, Enartia may have to migrate Customer Service to a new platform with similar characteristics. The migration process could generate a service down in relation to the volume of disk space occupied by the Customer on the platform. In relation to the duration of the down and the predictability of the same Enartia will communicate the planned migration interventions with adequate notice.
2.4. Additional Services 

Enartia may offer, free of charge, certain additional services as part of specific Service plans. These services may vary depending on the selected plan. The availability and scope of these services are subject to change at Enartia’s sole discretion and may be discontinued or modified without prior notice. Access to these services may also be contingent on compliance with the applicable plan’s conditions and fair use policies. 
 
2.4.1  Backup and data recovery 
Enartia provides a backup service performed on a separate server from the hosting service delivery server. The backup process runs every hour for up to 24 consecutive hours and daily for up to 28 consecutive days. Access to the backup recovery function and the frequency of backups performed are dependent on the purchased solution and listed as a technical feature in the commercial offer. 
Enartia also maintains a geographical backup copy at another location, again located in Brussels (BE) and supplied to the Customer in the event of disaster recovery, depending on the solution purchased. 
The Customer undertakes to keep locally (on a support owned by the Customer) the original copy of the data for which the backup copy was generated. 
Enartia undertakes to carry out, maintain and manage the backup with the best possible expertise; the Customer exonerates Enartia from any liability in the event of loss or inability to recover, in whole or in part, the backups made. 
 
2.4.2 – Free SSL Certificate associated with the Hosting Service 
The Service includes a free SSL Certificate, the use of which will cease with the termination of the Service to which the SSL Certificate is associated. The Customer acknowledges that the Certificate can only be associated with the Service initially purchased and cannot be exported or used on any other service. 

 
In case of renewal of the Service including a free SSL Certificate, Enartia reserves the right to provide the Customer with an SSL Certificate issued by a different Certification Authority or an SSL Certificate that has partially different characteristics than the one initially provided. 

Enartia also reserves the right to modify the procedures for issuing and renewing an SSL Certificate, in order to guarantee the correct provision of the Service or to comply with the information and procedures required by the Certification Authority that issues or renews the SSL Certificate. 

The Customer undertakes to comply with the contractual documentation, policies, manuals and regulations laid down by the Certification Authority that issued the SSL Certificate. 
 
Depending on the CA that issued the SSL Certificate, the Customer is informed that the following documents will apply: 
i) for SSL Certificates issued by Let’s Encrypt CA, the Customer declares to have read and accepted the documentation relating to SSL Certificates published from the CA at the link: https://letsencrypt.org/repository/  
ii) for SSL Certificates issued by the Symantec CA, the Customer acknowledges and accepts Enartia’s “SSL Certificate Service Order” published at the link https://www.papaki.com/legal/ssl/?lang=en , to be considered an integral part of this OdS Hosting, and the documentation relating to “Symantec SSL Certificates” from the Symantec CA, available at the Repository link: http://www.symantec.com/about/profile/policies/repository.jsp  
 
2.5 – Enartia’s liability 
The Service will be available 24 hours a day, seven (7) days a week, excluding and subject to any suspension for maintenance. Enartia will not be liable for any interruptions to the Service which it undertakes to restore as quickly as possible and which are not attributable to Enartia’s willful misconduct or gross negligence. Enartia may, at any time, interrupt the provision of the Service if there are justified reasons of security and / or a guarantee of confidentiality, in this case notifying the Customer. 
 
Enartia is responsible for the security of proprietary applications and consequently of the code released in the context of service provisioning systems and service delivery interfaces. Enartia develops and delivers code changes in a secure manner, using a separation between development, test and production environments, using test and code coverage procedures for automatic and manual quality validation, and maintaining a rigorous standard versioning of the code for facilitate deployment activities and any roll back activities. Enartia ensures that all access to code, production environments and traffic data are strictly linked on a technical level and reflect the official levels of authentication and related permissions. 
 
Under no circumstances can Enartia be held liable in the event of a malfunction of the Service resulting from events beyond Enartia’s reasonable control such as, by way of example and not limited to:  

  • force majeure events;
    • events depending on the facts of third parties such as, by way of example only, the interruption or malfunction of the services of telecommunications operators and / or power lines or acts oromissions of the competent Registration Authority; 
    • malfunction of the terminals or other communication systems used by the Customer. 
     

Guarantee application process 

The Company aims to provide the hosted website content available (uptime) for access from anywhere in the world at all times. Service downtime is defined as the loss of all packages from the Company to the backbone providers. 

The Company’s goal is to keep the average packet loss at 0.1% or less over the course of a calendar month, as measured by the Company. Downtime is measured after the customer notifies the Company of the inactivity at the time of the interruption through the Company’s ticketing system. If access to the ticketing system is impossible, then the customer must call the Customer Service Department. The Company’s administrators will determine the end of the downtime. If the average packet loss exceeds 1%, the Company will provide credit to the customer in the form of service subscription time, according to the following tables. 

Credits 

If the availability of the infrastructure serving your hosting plan is less than 99.9% during a calendar year, Enartia will credit your hosting plan as follows: 

Yearly Operation 

Credit 

99% to 99,9% 

Credit 10% 

98,99% – 97% 

Credit 30% 

96,99% or less 

Credit 100% 

Restrictions 

The Customer will not receive any credit for any failure, malfunction or unavailability of the website due to or associated with: 

  1. Circumstances beyond the reasonable control of Company including, without limitation, governmental activities, war, insurrection, sabotage, armed conflict, blockade, fire, flood, strike or otherlabordisturbance, interruption of or delay in transportation, inaccessible or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation of ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or the energy required for the use of appropriate equipment for the provision of this SLA.
  2. Planned or emergency maintenance and improvement of the technological equipment of the company.

  3. Issues with DNS, FTP, POP,IMAPor SMTP client access. 

  4. False reports of non-functioning ofEnartiasystems.

  5. Acts or omissions of the customer (or other acts or omissions committed or authorized bycustomer), including, without limitation, custom or coding (e.g., CGI, Perl, HTML, ASP, etc… ), any negligence, willful misconduct, or use of services with violation of conditions of Enartia and the provisions of the acceptable use policy.
  6. Delivery or transmission of email or webmail.

  7. Outages elsewhere on the Internet that hinder access to the Customer.The Companyis not responsible for their browsers or DNS, which can make the appearance of the service to the Customer impossible. Further, Enartia is not responsible for problems arising because of the internet access quality of the provider chosen by the Customer. The Company will guarantee only those areas under its control, namely: the servers, routers and their connection to the Internet.  

2.6 – Complaints 
The Customer is required to communicate any irregularities in the Service within the following 48 hours. Failure to report in the manner and terms referred to above relieves Enartia of any responsibility. 

2.7. Third-Party Technologies – End-of-Life: 
The Service uses software and/or technologies provided by third parties and/or open-source communities (including, indicatively, PHP, MySQL, WordPress, CMS platforms, plugins and themes). The Customer shall ensure that its Website/applications are maintained on actively supported and secure versions. Where any versions become unsupported (end-of-life), Enartia shall not be liable for any risks, incompatibilities or malfunctions arising from the Customer’s continued use of such versions. 

For security, stability or compatibility reasons, Enartia reserves the right to adapt, limit or discontinue support for specific technologies or versions and, where technically feasible, to provide limited support solely for the functionality of the hosting environment. 

The above are governed by Article 6.5 of the General Terms and Conditions, which shall apply in full to this Service Order. 
 
3 – Duration 
This SO will have an annual duration or, where the purchase is available based on the option chosen by the Customer during the purchase phase. 

It is understood that any early termination of the contract with respect to its natural expiration (annual or multi-year, according to the duration selected by the Customer during the purchase), by the Customer for reasons not attributable to Enartia, will not give the right to reimbursement, compensation o compensation in favor of the Customer for the period in which they have not used the services themselves. 

Unless otherwise indicated to the Customer, the Services will be automatically renewed upon expiry for periods of the same duration as the initial period. The Customer acknowledges that it will not be possible to activate the automatic renewal of the Service if the payment method by bank transfer (DIAS and IRIS) is selected.  

The Customer can change the renewal method from their control panel, from automatic to manual up to 20 days before the expiration date, and from manual to automatic up to 30 days before the expiration date. In any case, before the expiry of the Services, a communication will be sent to the Customer containing the information necessary to manage the renewal.  

In any case, the initial attempt for automatic renewal—aimed at preventing service interruption in the event of a payment failure—will take place 12 days prior to the expiration date. 
 
3.1 – Termination of the contract 
In any case of termination of the effects of the contract and / or in case of non-existence of the above Service Conditions, in addition to the deactivation of the functions mentioned in the offer, all data present on the space made available with the Service will be deleted without any responsibility of Enartia for the maintenance and / or saving of the same. 
 
It will therefore be the Customer’s responsibility to save the data on a different medium before the expiry date if the Customer does not intend to renew the Service. 

3.2.  Money-Back Guarantee 

The Customer may submit a cancellation request for the Web Hosting Service within thirty (30) calendar days from the activation or renewal of the Service. 

In the event of a timely request, the Customer shall be entitled to a refund of the fees paid for the specific Service. 
 
4 – Fees and Payments 
The Fees for the provision of the requested Service are those indicated in the Commercial Offer. The provision of the Service is understood to be agreed from the moment of payment of the consideration for the Service by means of the means indicated in the offer. The renewal price will be the list price applied by Enartia at the time of the request by the Customer and resulting from the control panel. 
 
5 – Data controller pursuant to Reg. (EU) 679/2016 
Regarding the protection of personal data (hereinafter: “General Data Protection” or “GDPR“) the Company undertakes to carry out any processing of personal data in full compliance with the applicable legislation.  

It is hereby acknowledged that Enartia shall act as Data Controller for Customer’s personal data for the issuing of necessary documents (e.g. Invoices) and administration purposes. For more information, please read the Enartia Privacy Notice. 

In the context of the use of the Service provided by Enartia, in particular, the Customer acknowledges acting as the Data Controller of the personal data of any third parties who interact with the Customer and / or with its website. With respect to the processing of the personal data of such third parties, therefore, and with specific reference to the provision of the technological services underlying the provision of the Service purchased by the Customer or to any requests for technical assistance, Enartia will act as Data Processor. The data processing relationship between the Parties is defined in the Enartia Data Processing Agreement, which constitutes an integral part of these Terms.