Hosting Service Agreement and Support Policy

Document Updated: January 11, 2026




INTERNAL HOSTING SERVICE AGREEMENT & SUPPORT POLICY

 

This Internal Hosting Service Support Agreement (“Agreement”) is entered into by and between:

DOKWIFI IT Service, acting as a Hosting Agency Partner and Technical Service Provider under its partnership with IONOS Hosting, hereinafter referred to as the “Service Provider”,

-and-

The subscribing client, company, organization, or individual availing of the hosting services, hereinafter referred to as the “Client”.

1. PURPOSE OF AGREEMENT

This Agreement defines the terms, responsibilities, limitations, security policies, and support procedures governing the web hosting, VPS hosting, domain management, webmail hosting, and technical support services provided by DOKWIFI IT Service to the Client.

The Service Provider operates and manages dedicated VPS infrastructure and virtual hosting environments intended exclusively for subscribed clients during the active period of their hosting subscription.

2. HOSTING ENVIRONMENT AND ACCESS CONTROL

The Client acknowledges and agrees that:

  1. DOKWIFI IT Service maintains and administers the primary hosting control systems, including but not limited to:
    • Main Hosting Control Panel (cPanel or equivalent)
    • VPS administrative access
    • Root-level hosting configurations
    • Security management systems
    • Mail server administration
    • DNS and hosting configurations
  2. For security, operational integrity, and service continuity reasons, the following credentials and access rights shall remain exclusively reserved to DOKWIFI IT Service during the tenure of the Client’s active subscription:
    • Main cPanel administrative credentials
    • Root or super-admin server credentials
    • VPS administrative login credentials
    • Master hosting account credentials
  3. The Service Provider may provide the following access upon request where applicable:
    • SSH Tunnel Access
    • FTP/SFTP credentials
    • Database access credentials
    • DNS records
    • SSL certificate details
    • Server IP addresses
    • Technical hosting specifications
    • Domain Authorization Code (EPP/Auth Code)
  4. Such restrictions are implemented solely for:
    • Protection of hosting infrastructure
    • Prevention of unauthorized modifications
    • Protection against malicious compromise
    • Preservation of service continuity
    • Maintenance of support accountability

3. DOMAIN NAME OWNERSHIP AND REGISTRATION

  1. DOKWIFI IT Service shall act only as the Technical Registry and Technical Administrator of the hosted domain.
  2. The Client shall remain the lawful and official:
    • Domain Registrant
    • Domain Owner
    • Administrative Owner
  3. The domain registration details shall remain under the Client’s submitted information, including:
    • Company Name
    • Registrant Name
    • Company Address
    • Contact Number
    • Email Address
    • Other submitted ownership information
  4. Such ownership information shall be based on the original registration data submitted during the initial application of service.

4. DATA RESPONSIBILITY AND LIABILITY

  1. DOKWIFI IT Service shall exercise commercially reasonable efforts to maintain:
    • Hosting availability
    • Data integrity
    • Database consistency
    • Mail server reliability
    • Backup and migration assistance
  2. The Service Provider shall be held accountable only for data loss, corruption, or service failures that are technically verified to have resulted directly from:
    • Hosting infrastructure failure
    • VPS malfunction
    • Hosting administration negligence
    • Failures attributable to the Service Provider or its hosting partner
  3. The Service Provider shall not be liable for:
    • User-side deletion
    • Malware originating from client devices
    • Weak password compromise
    • Unauthorized third-party access due to client negligence
    • Local workstation failures
    • Software corruption on client-owned systems
    • Failure of external third-party applications

 

5. WEBSPACE FILE REQUESTS AND CONTENT RETRIEVAL

  1. Upon valid request, DOKWIFI IT Service shall provide the Client with downloadable copies of hosted website contents and databases.
  2. File retrieval procedures shall include:
    • Submission of an official support ticket through:
      DOKWIFI Support Portal ( https://support.dokwifi.com )
    • Verification of client ownership and authorization
    • Preparation of compressed archive files
    • Provision of secure CloudShare or downloadable access links
  3. File access shall only be processed after proper support ticket verification.

6. WEBMAIL DATA MIGRATION AND TERMINATION PROCEDURE

  1. In the event the Client decides to terminate its hosting subscription, DOKWIFI IT Service may assist in the migration of active webmail data.
  2. Mail migration requests must:
    • Be initiated through the official support portal
    • Be requested at least thirty-one (31) days prior to subscription expiry
    • Specify whether migration applies to:
      • Individual mail accounts
      • Selected users
      • Entire organization mailboxes
  3. The Client shall be responsible for preparing and maintaining:
    • The destination hosting environment
    • New mail hosting server access
    • Destination credentials and configurations
  4. DOKWIFI IT Service shall use reasonable efforts to ensure:
    • Safe migration
    • Accurate transfer
    • Timely processing of mail data
  5. Mail migration support may be limited once the subscription period has expired.

7. MICROSOFT OUTLOOK AND LOCAL BACKUP RESPONSIBILITY

  1. The Client acknowledges that Microsoft Outlook mail redundancy and local backup management are generally maintained within the local user environment.
  2. It is understood that:
    • IMAP mail cache files (.OST)
    • POP3 archive files (.PST)

are commonly stored within the local machine or document directories of the respective users.

  1. Backup maintenance of local Outlook files shall remain outside the standard hosting support scope unless otherwise covered under a separate:
    • Annual Maintenance Contract (AMC)
    • Managed IT Services Agreement
  2. The Service Provider recognizes that many clients maintain their own internal IT personnel responsible for workstation backup and maintenance procedures.

8. SSL CERTIFICATES AND TECHNICAL INFORMATION

DOKWIFI IT Service shall provide the Client, upon request, with relevant technical information including but not limited to:

  • SSL Certificate Details
  • Updated DNS Records
  • FTP/SFTP Access Information
  • Mail Configuration Settings
  • Server IP Address Information
  • Hosting Technical Specifications

Such information shall be provided subject to applicable security validation procedures.

9. SUPPORT SERVICES

  1. All support requests shall be initiated through:
    DOKWIFI Support Portal ( https://support.dokwifi.com )
  2. Support availability, response times, and escalation procedures shall follow the Service Provider’s internal operational policies.
  3. Emergency support requests may be prioritized based on:
    • Severity of issue
    • Service impact
    • Infrastructure risk
    • Security implications

10. CONFIDENTIALITY AND SECURITY

Both parties agree to maintain confidentiality regarding:

  • Hosting credentials
  • Server configurations
  • Business data
  • Mail records
  • Access information
  • Security configurations

Unauthorized disclosure of confidential information by either party may constitute grounds for service suspension or legal remedies.

11. TERMINATION OF SERVICES

  1. Either party may terminate the service agreement subject to:
    • Settlement of outstanding balances
    • Proper turnover procedures
    • Completion of requested data retrieval
  2. Upon termination:
    • Hosting access may be suspended
    • VPS resources may be decommissioned
    • Mail services may cease operation
    • Backups may be removed after the retention period
  3. The Client is encouraged to complete all migration and backup requests prior to expiration of services.

12. GENERAL PROVISIONS

  1. This Agreement shall govern all hosting and support services provided by DOKWIFI IT Service unless superseded by a separate written contract.
  2. Any amendments to this Agreement must be made in writing and acknowledged by both parties.
  3. If any provision of this Agreement is deemed invalid, the remaining provisions shall remain enforceable.

ACCEPTANCE

By availing and continuing the hosting services of DOKWIFI IT Service, the Client acknowledges that they have read, understood, and agreed to the terms and conditions stated herein.


DOKWIFI IT Service - Philippines
Technical Hosting & Infrastructure Support
Hosting Agency Partner of IONOS Hosting

Support Portal: https://support.dokwifi.com

Website: https://www.dokwifi.com

Email: csu@dokwifi.com

Hotline: +639457031665 / +639543992247