Part A: Fair use of shared resources
1. Why this exists
On shared hosting a single server runs many accounts. The published limits on your plan, such as disk and bandwidth, describe your allocation. This policy describes the shorter-term limits that stop one account from starving the others. It applies to Web Hosting, budget hosting, reseller hosting and email hosting plans.
2. Resource limits
The limits are for each hosting account. On a reseller hosting plan the Web Hosting limits apply to each client account you create, not to the plan as a whole.
| Resource | Web Hosting, reseller | Budget | At the limit |
|---|---|---|---|
| CPU | One core, sustained | Half a core, sustained | Processes are throttled rather than killed. Brief spikes are fine. |
| Memory | 1 GB per account | 512 MB per account | The process exceeding it is stopped; other processes continue. |
| Concurrent processes | 25 | 15 | Further requests receive an error until a slot frees. On DirectAdmin this is "Resource Limit Reached" (508). |
| Inodes (files and folders) | 250,000 | 100,000 | On Web Hosting and reseller plans this is a soft limit and nothing is blocked. We contact you and ask you to reduce the number of files. On budget hosting it is a hard limit. Once it is reached, no new files or email can be saved until some are removed. |
| Database size | 2 GB per database | 1 GB per database | We contact you to discuss moving to a more suitable plan. |
| Outbound email | 300 messages per hour | 100 messages per hour | Further messages are rejected until the hourly limit resets. |
| Cron frequency | Once every 5 minutes at most | Once every 5 minutes at most | More frequent jobs are adjusted and you are told. |
Email hosting plans run no website, so the limits in this table do not apply to them. Their outbound email is limited to 500 messages a day on Mail 5, 2,000 on Mail 20 and 5,000 on Mail 50. Further messages are rejected until the count resets the next day.
3. How we handle over-use
Our first step is always to contact you. A site that has outgrown its plan is a good problem, and the answer is usually a larger plan rather than a suspension. We suspend only where an account is actively degrading the server for other clients and we cannot reach you, or where the over-use is deliberate.
On a reseller hosting plan we contact you, not your client. Where we have to act, we act on the client account concerned and not on the whole plan, where that is enough.
4. Bandwidth
Monthly bandwidth allowances are published on each plan. If you exceed your allowance we will contact you before taking any action. A one-off spike is normally absorbed without charge. If traffic has grown consistently, we will recommend the plan that fits rather than billing an overage.
On a reseller hosting plan the storage and bandwidth allowances are shared by all of your client accounts.
5. What hosting plans are not for
Hosting plans are for websites and their email. They must not be used as a file store, media library, backup destination, video encoding service or as compute capacity. This applies to Web Hosting plans, budget hosting plans and reseller client accounts. Where the hosting is incidental to storage or processing rather than to serving a website, we will ask you to move to a more appropriate service.
Email hosting plans are for email only. They must not be used to host a website, and mailboxes must not be used as a file store or backup destination. If you need a website, we will ask you to move to a Web Hosting plan.
Part B: Backups
6. What we take
| Plan | Frequency | Retention | Self-service restore |
|---|---|---|---|
| Web Hosting (Spark, Rise, Roar) | Daily | 30 days | Yes, in DirectAdmin |
| Budget hosting (Mini, Basic, Plus) | Daily | 7 days | Yes, in the Enhance panel |
| Reseller hosting (Reseller 30, Reseller 60, Reseller 120) | Daily | 30 days | Yes, in DirectAdmin, by you or your client |
| Email hosting (Mail 5, Mail 20, Mail 50) | Daily | 30 days | No, open a ticket and we restore it for you |
Backups are stored separately from the production server. On Web Hosting and reseller hosting plans you can restore a whole account yourself from DirectAdmin, as well as individual files, databases and email accounts. On budget hosting you restore a website from the Enhance panel.
7. What backups do not guarantee
Our backups are a convenience, not a guarantee. You are responsible for keeping your own independent copies of anything you cannot afford to lose. We are not liable for lost, corrupted or unrecoverable data, whatever the cause.
Specifically, we do not warrant that:
- a backup exists for any particular date;
- a backup is complete, uncorrupted or restorable;
- a restore will succeed or will complete within any given time;
- backups will survive an event that also destroys the production server.
Databases in active use may back up in an inconsistent state. Accounts approaching their inode or disk limits may fail to back up at all. Backups of an account that was already compromised will contain the compromise.
8. When backups stop
When an account is terminated, its data is deleted. Existing backups are overwritten on the normal cycle for the plan, which is 30 days, or 7 days on budget hosting, and are not restored for a closed account. Once they are gone, the data cannot be recovered by us or by anyone else. Take a backup before you cancel.
The same applies to a client account that a reseller deletes, and to every client account under a reseller hosting plan when that plan ends.
9. Requesting a restore
You can restore from your backups yourself in the control panel at any time, as often as you like, at no charge. If you would rather we did it, open a ticket stating the account, the date you want restored and whether you need the whole account or specific files. On email hosting we do the restore: open a ticket stating the mailboxes and the date you want restored. Restores we carry out are usually completed within one working day.
The first restore we carry out for each service in a calendar month is free. Further restores for the same service in that month are RM30 each, invoiced before we start. One restore is one date, for as many files, databases or mailboxes as you need from it. A restore needed because of a fault on our side is always free and does not count.
On a reseller hosting plan the request must come from you. We do not act on a restore request from one of your clients.
10. Taking your own backup
Web Hosting and reseller hosting plans include full backup tools in DirectAdmin. On budget hosting you can download your files and export your databases from the Enhance panel. We recommend downloading a complete backup monthly at minimum, and before any significant change to your site. It takes a few minutes and it is the difference between an inconvenience and a disaster.
On email hosting, keep a copy of any mail you cannot afford to lose, for example by downloading it to a mail program on your computer.
Questions about this document
Write to admin@paduhost.com or by post to TechXMobile Solutions, Selangor, Malaysia. We aim to respond to all written enquiries within five working days.