Transparency

What we hold about you

• Your email address and a one-way hash of your password.
• Your country, the country your connection came from when you gave it, and an EU business’s VAT number: EU VAT rules require this evidence.
• Your two-factor secret, encrypted, if you turn two-factor on.
• For each login session, a hashed form of your IP address and your browser’s name.
• Your deposits and charges, and the public blockchain details of each payment.
• What you order and where, and your support emails.

We don’t ask for your name, address, phone number or ID, and we don’t look at what you store on your servers. The privacy policy has the full list and how long we keep each part.

When a server is switched off

Your balance runs out. We email you when about 72 and 24 hours of credit are left. At zero, servers billed from the balance are powered off, not deleted. They are kept for 7 days, with emails when it happens, on day 3 and on day 6, and a deposit lets you power them back on.

Our staff suspend a server. We email you the reason, and the console shows it on the server’s page. A server suspended by staff is kept, with no deletion clock, while it is sorted out, and you can talk to us about it from the console.

We don’t ask for ID before explaining a suspension. The reason comes with it.

Abuse reports

1. Reports go to [email protected], with the IP address, the time with its time zone, and evidence such as logs, headers or URLs.
2. We check each report and forward it to the customer, who has 24 hours to respond and fix the problem.
3. For an active attack, malware, phishing or child abuse material, we may power the server off first and tell the customer right after. Child abuse material is reported to the authorities.
4. Repeated or serious abuse ends the account.

Requests from authorities and copyright notices

• We hand over customer data only when the law makes us: a valid order from a court or authority with power over us in Panama, or over the country where the server is. A foreign request must come through the legal channels between countries, such as a mutual legal assistance request.
• We check every request and push back on one that is unclear, too broad or not properly made.
• We tell you before we hand anything over, unless the law forbids it or someone’s life or a child is in danger. When the reason to stay silent ends, we tell you then.
• Whatever the request, what we can hand over is limited to what we hold, listed above. We don’t look inside your servers for anyone.

Notices about content, including copyright notices, follow section 4 of the acceptable use policy.

Numbers we will publish

Twice a year, in January and July, this page will show how many abuse reports, requests from authorities and copyright notices we received in the six months before, what we did with them, and how many servers we suspended. Until the first period ends there is nothing to count, so we show no table rather than a table of zeros.

Money promises

• A server never costs more than its monthly price in a calendar month.
• If you are charged more than the pricing calculator showed for the same plan, location and hours, we refund the difference.
• Unspent cash credit is refundable on request. Bonus credit from promotions is not.
• A Keep or Forever Keep can be refunded in full within 14 days of buying it.
• A server keeps the price it was ordered at. We may lower an existing server’s price; we don’t raise it. A Keep year or a Forever Keep you paid for doesn’t change during what you paid for.

Uptime, credits and the status page

Our target is 99.99% uptime per server per calendar month. Below it, you can claim a credit of 10%; below 99.9%, 25%; below 99%, 50%. Announced maintenance (48 hours’ notice) and downtime you caused don’t count. Claim within 30 days of the month’s end; the credit is added as bonus credit. The service level agreement has the full terms.

The status page is built from recorded data: payment checks per network, new servers per location, and incidents our staff post. It shows no uptime percentage until there is measured data to back one.

If a location, or LiteKeep, closes

• If a location has to close, a Forever Keep there moves to another of our countries, free.
• If LiteKeep stops the service altogether, Forever Keep customers get at least 30 days’ email notice to copy their data.
• Before new terms that affect you take effect, you get at least 30 days’ email notice. If you don’t accept them, you can close your account first and get your unused cash credit back.