Service Scope and Backup Policy

Version 3.9. Published 7 November 2026. See the Policy Version History for applicability.

This policy forms part of the Terms of Service for an order accepting it. A specific backup, support or management commitment accepted with your order takes priority over a general description here. Existing purchases keep their accepted rights until a change validly takes effect.

1. What the service includes

Your selected plan and accepted quotation identify the service, price, billing period, renewal terms, resource allocation, hosting location and any purchased management or backup option. Keep a copy of the order and quotation. Contact us before ordering if your application needs a particular feature, location, recovery design or compliance arrangement that the plan does not expressly include.

Shared and reseller hosting do not include server root access. A shared CPU allocation is not a dedicated processor unless the order expressly says so. Product resource limits, including storage, inodes, processes, bandwidth and mail limits, apply to the purchased plan. An “unlimited” feature remains subject to its disclosed purpose and fair-use limits, rather than an undisclosed numerical restriction invented after purchase.

We may quote separately for work outside the included scope. Chargeable work requires an agreed scope and price or maximum charge before it starts. Customer responsibilities do not remove obligations we have expressly accepted or liability that the law does not permit us to exclude.

Reseller resource pools

Storage and monthly bandwidth shown on a reseller plan are the total pool for the reseller service, shared by all child cPanel accounts. They are not multiplied by the permitted cPanel count. You distribute storage and bandwidth among your child packages in WHM, within the purchased pool. Overselling is not permitted: the disk and bandwidth quotas allocated to all owned cPanel accounts, including your own reseller cPanel account, cannot together exceed the pool, and WHM refuses a new account or quota increase that would exceed it. Your own reseller cPanel account is created with 2 GB storage and 20 GB monthly bandwidth from the pool; ask support to change this within the pool. CPU, RAM, disk I/O, IOPS, entry processes (EP), total processes (NPROC) and inode limits stated per cPanel apply separately to each child account. Websites within one cPanel share that account’s limits. Shared CPU/RAM limits are not dedicated hardware reservations or a guarantee that every account can consume its maximum simultaneously. For new reseller orders accepting this version, the following additional aggregate CloudLinux reseller limits apply alongside the per-child limits:

The aggregate CPU and RAM limits cap the combined concurrent usage of all child accounts owned by the reseller, including the reseller’s own hosted cPanel account where applicable. They are shared service-wide ceilings, not additional resources for each child, not the sum of the individual account limits and not a dedicated hardware reservation. Both limits apply: each child remains within 1 core / 1 GB and all included accounts together remain within the selected reseller cap. For example, Starter can use up to 2 CPU cores and 4 GB RAM collectively even though it permits 25 child accounts.

When a CPU limit is reached, workload can be throttled. At a memory limit, allocations or processes can fail, causing application errors; aggregate exhaustion can affect multiple child accounts even when each is below its own limit. These are concurrent resource limits, not monthly usage allowances. An upgrade changes the aggregate allowance only as stated in the accepted order. Existing orders retain their accepted allocations until a change validly applies under the Terms; publication alone does not authorise retroactive enforcement. The additional aggregate I/O, IOPS, EP and NPROC limits below apply alongside the existing per-child limits. An I/O or IOPS cap can slow disk operations. Reaching EP or NPROC can prevent new requests or processes and cause application errors across multiple child accounts. Inode limits remain per child; no reseller-wide inode pool is created by this update.

These additional limits are shared across all owned cPanel accounts, including the reseller’s own hosted account where applicable. Existing per-child limits also apply. I/O is disk throughput (MB/s, using 1024-based server units), not network bandwidth; IOPS is disk operations per second. EP and NPROC limit concurrent entries and total processes. Inode limits remain per child only.

Bandwidth means metered data transfer, not connection speed. WHM’s displayed monthly accounting period and reset date control the allowance, including on annual invoices; unused allowance does not carry forward. We provide usage information and notify the reseller when a measured limit requires action. Exhaustion can restrict the affected account or reseller service until the monthly reset, an approved additional-bandwidth purchase or an approved upgrade. No automatic paid overage or paid upgrade is authorised by usage alone. A quote states the extra capacity, price, expiry and any recurring commitment before acceptance.

Reseller developer tools and SSH

Reseller plans include developer tools for your own cPanel account and your child cPanel accounts:

• SSH (shell) access, controlled by you. Your own reseller cPanel account has shell access. For a child account, enable Shell Access on its package in WHM; accounts on that package receive SSH and the cPanel Terminal. Every shell runs inside CloudLinux CageFS isolation. Server root access is never provided.
• Application tools. Node.js and Python application selectors, Git Version Control, cron jobs and the PHP selector (including PHP 8.x) are available in child cPanel accounts. Composer is available from the shell for PHP frameworks such as Laravel.
• Limits and acceptable use. Applications run within the per-cPanel and aggregate reseller limits above. Section 2 of the Acceptable Use Policy applies, including its restrictions on sustained compute jobs, open proxies and mining.
• Your responsibility. You decide which of your customers receive shell access and remain responsible for their use of it. We may disable shell access for an account involved in abuse or a security incident under the Abuse Handling Policy.

Included reseller backup

New Starter, Pro, Business and Enterprise reseller orders under this version include incremental account backups and available JetBackup self-service restores at no separate backup subscription charge. The retention schedule targets daily points for up to 7 days, weekly points for up to 4 weeks, and monthly points for up to 3 months. These are incremental retained restore points, not a fresh full copy for every date. The initial baseline and required incremental data together must remain available for a usable restore.

Coverage includes eligible account files, supported databases and mail, subject to the exclusions in section 3 and the actual retained components. History builds after activation/migration; overlapping retention categories, unsuccessful jobs and unusable copies can reduce the distinct points available. Three monthly points do not mean daily coverage of every day for three months. No fixed recovery time or maximum data-loss interval is promised without an express SLA. Keep independent backups and check the available restore dates.

This reseller entitlement takes priority over the separate Business Backup add-on requirement for the covered reseller accounts. Ordinary included self-service restores do not incur another subscription or restore fee. Separately quoted exceptional recovery follows section 5 and cannot charge again for work already included. Existing accepted backup entitlements are preserved. This reseller schedule does not change the separate shared-hosting add-on or Customer VPS Restic Backup Service.

2. Shared-hosting JetBackup access

Shared hosting without a purchased Business Backup add-on or an expressly included backup entitlement does not include a guaranteed customer backup service. You must keep your own copies outside the hosting account. We may hold operational copies from which staff can attempt a separately agreed recovery, but their presence does not guarantee continuing availability, contents or recovery. This does not remove a backup promise made in your accepted order or advertisement.

Included shared-hosting backup

For orders accepting this version, the Power and BDIX Power shared-hosting plans, all eCommerce Hosting plans and the Speed Star plans include JetBackup backup and available self-service restores at no separate backup charge. Essential, Business, BDIX Essential and BDIX Business do not include it; Business Backup remains an optional paid add-on for those plans. Retention follows the configured server schedule in this section; no additional retention, recovery time or maximum data-loss interval is promised. The section 3 exclusions apply. Existing accepted backup entitlements are preserved.

Business Backup provides the purchased backup service and access to the available JetBackup restore functions for eligible retained data. Standard prices are BDT 100/month or BDT 1,200/year, or USD 0.84/month or USD 10.08/year, according to the selected invoice currency and billing cycle. Setup is not separately charged at these standard rates. Your order must show the selected coverage, initial price, renewal price and billing cycle. A change in price or coverage follows the Terms’ notice rules.

Where backup access is included, check the available restore points and keep independent copies for continuity. Included self-service restoration does not attract an additional recovery or compulsory new subscription charge. Purchasing a subscription today cannot recreate data that was never backed up.

Backup jobs run to schedules and retain selected daily, weekly or monthly points. The number and age of available points vary by server, job, account age and backup results. A monthly retained point is not a copy of every day in that month. A newly created or recently migrated account may not yet have a complete retention history. No recovery time or maximum data-loss interval is guaranteed unless expressly included in your order.

The following technical configuration was checked on 7 September 2026. These figures describe configured retention limits, not a guarantee that all listed points exist or are usable. Any specific backup promise in your accepted plan remains binding.

Schedule labels are retention categories. Falcon’s current combined daily and weekly schedule runs on six days of the server week; Papago’s two jobs have different schedules. Consult the restore-point dates in your account and request the current schedule if a particular backup interval matters to you. Changes that reduce an accepted backup commitment follow the Terms’ notice and amendment rules.

3. Backup contents and limitations

Standard shared-hosting file backups exclude common archives and locally generated backup files, including files matching *.bkup, *.gz, *.jpa, *.sql, *.tar, *.tar.gz, *.wpress and *.zip. They also exclude log files, caches, temporary files, trash and specified backup/export/import directories. The exclusion of an uploaded .sql file is separate from the database backup component; a file exclusion must not be interpreted as a promise that every database has been successfully backed up.

If you need an excluded file, keep a copy elsewhere or obtain an expressly agreed backup design that includes it. Ask support for the applicable file-exclusion list before relying on the service for specialised data. Backup components and their restore points must be checked separately when restoring website files, databases or mail.

Corruption, malware, database errors, inaccessible files, quota or inode exhaustion, encryption-key loss and interruption of a job can make a copy incomplete or unusable. We may isolate unsafe data or stop a failing backup operation while investigating and resolving the issue. We will communicate a known material interruption to a purchased backup service and any action needed from you. We cannot rely on an undisclosed account exclusion to erase an accepted backup obligation.

Restoration may replace newer data with an older state. Verify the account, selected restore date and affected files or databases before confirming a restore. Keep any newer data you need. Application compatibility, malware removal and repair of a pre-existing application fault are separate from copying a retained restore point back into place unless included in the agreed work.

RAID, storage replication and infrastructure snapshots do not replace independent backups. No backup service guarantees recovery of every file, event or state. These limitations do not remove an expressly purchased backup commitment or a remedy that applicable law preserves.

4. VPS and purchased backup services

Unmanaged and semi-managed VPS do not include IT Nut-managed backups unless a backup service is expressly included or separately purchased. You must maintain and test your own backups. Limited technical assistance or access to a management panel does not create a backup subscription.

Managed VPS also requires an expressly purchased backup service. Management of the server by itself does not include backup storage, scheduled copies or restoration. The following default applies specifically to the paid Customer VPS Restic Backup Service.

Customer VPS Restic Backup Service default: one backup snapshot is created daily. The standard retention policy keeps 7 daily restore points, 4 weekly restore points, and 6 monthly restore points. This normally provides approximately 17 restore points and recovery history of up to approximately six months.

These figures are a retention target, not a guarantee that every calendar date has a snapshot, an exact number of unique snapshots, completion of every run, or a successful restore. Daily, weekly and monthly categories overlap: one snapshot can satisfy more than one category. The approximate 17 figure expresses the combined category targets, not a count of distinct available snapshots; the unique count can be lower even when the retention rules operate correctly. A new subscription builds its history over time and cannot recreate data from before backup activation. Missed or unsuccessful runs, inaccessible data and unusable copies can reduce the available recovery history. Daily scheduling does not guarantee a maximum data-loss interval (RPO) or recovery time (RTO); either requires an express commitment in the accepted order or backup quotation.

For orders accepting this version, a different schedule or retention applies only where it is expressly stated in the customer’s accepted order or backup quotation. The order or quotation must identify the included data and exclusions, the standard or expressly agreed alternative schedule and retention, relevant storage locations, restoration method and any additional recovery charge. Standard retention maintenance uses Restic’s keep-daily 7, keep-weekly 4 and keep-monthly 6 rules with pruning of data no longer referenced by retained snapshots. This is selected recovery history, not daily coverage of every date over six months or a guaranteed post-termination retention period.

This default does not define or change shared-hosting JetBackup, generic courtesy or platform backups, infrastructure snapshots, or internal operational and disaster-recovery workloads. A separately agreed customer plan or an internal workload may have a different retention period, including 12 monthly points; that does not extend or reduce another customer’s purchased plan. The scope exclusions and recovery limitations in section 3 continue to apply where relevant; the shared-hosting file-pattern exclusions in that section do not become VPS exclusions merely by reference. VPS data sources and exclusions must be specified in the accepted order or backup quotation.

Tell us about new applications, databases, data locations or encryption changes that require a backup-scope change. Additional capacity or a different recovery design requires an agreed quotation. Maintain independent copies outside this service and test their restoration and application usability. An agreed restore must be checked against its agreed scope; periodic restore testing by us is included only where expressly purchased. Our responsibility for performing the purchased service and remedies for failure remain subject to the Terms and applicable law; these limitations do not remove an accepted backup obligation.

Policy updates: the publication and amendment rules in Terms of Service section 10 apply. This policy adds no separate fixed advance-notice period. Existing accepted backup commitments and prepaid rights remain subject to the applicable contract and law; publishing this version does not retrospectively remove them or create a new fee. The Policy Version History identifies the current release.

5. Suspension, deletion and optional recovery

Export data before a disclosed deletion deadline. Suspension can restrict control-panel access and stop new backups, so a retained copy may predate suspension. Production deletion and backup expiry are separate events. An account’s deletion does not start a new guaranteed retention period.

For the shared servers listed above, the checked JetBackup settings mark orphan copies for age-based cleanup after 60 days on Jamuna and 90 days on the other listed servers. Age runs from the date the backup was created, not from the date your account was deleted. Other applicable retention rules, technical failure or lawful deletion can mean no usable copy remains. For example, a 70-day-old copy subject to a 90-day threshold has about 20 days before that threshold is reached, not another 90 days. These internal cleanup settings do not create a purchased post-deletion recovery guarantee.

Contact us promptly through an authenticated support ticket if you need staff recovery from a remaining operational copy. An enquiry or payment does not stop automatic expiry unless we expressly confirm that a usable copy has been secured for the agreed work. We first verify your authority, copy availability and the requested scope. No recovery is possible when no eligible usable copy remains.

Recovery for an account without Business Backup

For an existing shared account without a current backup entitlement, optional staff recovery from an available operational copy requires a 12-month Business Backup purchase at BDT 1,200 or USD 10.08, according to the invoice currency. The quotation records the recovery scope and the subscription start date, 12-month coverage and renewal terms. The subscription begins with the agreed recovery/service activation, not a fictional earlier period. Ordinary recovery of an account that has not been terminated does not also incur the terminated-account restoration charge below.

For a terminated account being restored to our hosting, the quote includes both the restoration charge and the required annual backup purchase, unless an existing accepted backup entitlement already covers the continued service. At the standard prices, this totals BDT 13,700 or USD 109.08, plus any separately disclosed new hosting price or exceptional work. We do not collect the same subscription period twice. A suspended account is not treated as terminated merely to impose the higher charge.

These are conditions for a separately ordered optional recovery service. They do not restrict an active customer’s ordinary access to their own files or the ability to create an independent backup.

Optional recovery charges

For a new recovery order under this version, standard completed recovery of one deleted shared-hosting account from one available restore point costs USD 99 for a USD invoice or BDT 12,500 for a BDT invoice. These are fixed prices in the two currencies. Another invoice currency requires a written price before acceptance. This charge applies to separately ordered recovery work, rather than arising automatically because an invoice was late.

The quote identifies what will be restored or exported, the available restore point, the charge, any new hosting cost and any required additional service. Complex recovery, malware cleanup, application repair, unusual data volume and expedited work may cost more, but require a separate itemised quote and an agreed maximum before work begins. We do not charge an unlimited amount at our discretion.

We may require payment of the agreed recovery quote before starting. If we cannot complete the agreed restoration, we refund the restoration charge, except for a separately disclosed diagnostic charge you accepted for work actually performed. If recovery fails and the bundled backup subscription has not begun supplying an agreed service, we also refund that unused subscription payment unless you separately choose to activate it for an eligible service. We do not substitute a partial result without agreeing its scope and price with you. An existing accepted recovery entitlement or price continues to govern that entitlement.

This optional charge does not apply to an included self-service restore, work already included in a purchased backup service, correction we owe without charge because of our own failure, or a data-access/return request that must be supplied without that charge under applicable law.

Continued hosting after recovery

Where we restore an account to our hosting through the optional recovery package, the annual Business Backup requirement above applies. Its actual coverage, initial and renewal prices, start date, billing period and cancellation terms must be disclosed and accepted before you commit to recovery and resumed hosting. A backup subscription is not silently added to your bill. An existing paid backup entitlement is honoured for its remaining term, and any proposed extension is quoted separately.

Where technically and legally feasible, you may instead request a separately quoted export-only recovery and arrange hosting elsewhere. We do not make an already owed export or mandatory data-return/access right conditional on buying a new subscription. Outstanding hosting charges and any legitimately owed recovery charge are handled under the Terms without duplicate collection.

6. Legal holds and data return

Where the Data Processing Addendum or applicable law requires return or deletion, those duties govern the exit process. A limited, lawfully retained evidence copy may remain after ordinary deletion, with restricted access and no general customer recovery entitlement. We will not claim that all copies have been erased while a known retained copy remains. A legal hold does not authorise unrelated use of customer content.

7. Support, migrations and professional work

Reseller support boundary and paid issue handling

Our support customer is the reseller, not the reseller’s customers. Included reseller support is limited to the reseller’s WHM access, standard WHM functions and the hosting server/platform we provide. You are responsible for all first-line support, individual cPanel administration and communication with your customers. Forwarding a customer’s ticket to us does not make that work included support.

cPanel support and end-customer troubleshooting are not included in the reseller subscription. Examples of paid work include setting up mailboxes or email clients, investigating an individual website error, changing account-level DNS or SSL settings, checking a database connection and helping with files or application configuration. A problem appearing inside cPanel is still an included server incident if its cause is a fault in infrastructure or platform services for which we are responsible. We do not charge the USD 3 fee to investigate or correct our own platform failure. If agreed paid handling establishes that the reported issue is such a failure, its issue-handling fee is not retained.

USD 3 is per issue, not per message. One issue is one clearly described problem with one agreed troubleshooting objective for one cPanel account or website. Follow-up replies and clarification needed to complete that agreed scope do not incur another issue fee. Distinct problems or independently affected accounts/websites are separate issues only after we identify them and the reseller accepts the total charge. A common server/platform outage is one included infrastructure incident, not multiple paid customer issues.

Approval comes before paid work. Submit an authenticated client-area ticket from the reseller account with the affected account/site, symptoms, relevant error and steps already tried. Initial classification of whether a request falls within included support does not authorise a fee. Before paid handling starts, we confirm the issue count, scope, total USD charge or quoted invoice-currency equivalent, any material dependencies and payment arrangements. The reseller must accept them. A request, forwarded conversation, live-chat enquiry or contact with a staff member is not automatic payment authorisation. We do not begin excluded troubleshooting without that acceptance.

Paid handling covers the agreed diagnosis and assistance; it is not an unlimited management contract, a guaranteed resolution time or a guarantee that third-party software can be repaired. Work outside the accepted issue scope requires a new accepted quotation before it is performed. Existing migration, backup and professional-service rates retain their own scope, and work already included or separately paid for is not billed again as another USD 3 issue.

We communicate through the reseller. The reseller collects information, confirms authority for access/changes and communicates results to its customers. End customers must contact their reseller. Payment of an issue fee does not create direct end-customer support, white-label helpdesk coverage or a right for the reseller’s customers to open tickets with us under that reseller service. Any direct-support arrangement requires a separate written agreement.

“24/7 support” describes availability of the support channel within this boundary; it does not include free cPanel or end-customer support and does not promise immediate resolution. Public knowledge-base and self-help resources remain available. Existing expressly accepted support commitments and mandatory remedies remain protected under the Terms; publication of this policy does not retrospectively create charges for past work.

Migration eligibility, fees and credits

Reseller Free Migration: one onboarding migration request submitted through an authenticated support ticket within 30 calendar days after activation of a new reseller order includes a conditional credit for up to 30 standard cPanel-to-cPanel account transfers. The account list must fit the destination plan’s cPanel count, total storage, inode and other limits; a Starter plan with 25 account slots cannot hold 30 accounts without an agreed upgrade. The request window is not a promise to complete the work within 30 days. Other hosting products receive only the migration scope expressly included in their own accepted offer.

The USD 1 rate is a discounted price for additional standard reseller transfers only. It does not change the normal USD 10 standard-transfer rate used to value completed included migration credits for refund purposes. The first 30 eligible standard reseller transfers have no upfront migration fee under the credit. Manual/non-cPanel work is outside that credit unless the accepted offer expressly includes it. Each migration unit is identified before work begins and charged once; copying a complete cPanel account does not also incur a separate fee for every addon domain. A BDT or other-currency quote shows the conversion rate and final amount before acceptance. Additional/manual/exceptional work requires customer approval of its scope and price. No quote is an automatic charge.

Refund condition: when an eligible voluntary hosting refund is requested after credited migration work has been completed, its accepted normal migration charge is deducted under Refund Policy section 3. This applies to any service using a disclosed migration credit, including shared hosting. The deduction is capped at the otherwise payable hosting refund, cannot create a new debt and must not duplicate a paid migration fee. Existing unconditional free offers and mandatory remedies remain protected.

Provide an authorised source account list, working cPanel/WHM access or a valid full-account backup, sufficient destination capacity and access needed for agreed DNS changes. We assess backup compatibility, data size, software versions, mail and third-party dependencies before confirming scope or timing. Standard copying covers eligible files, supported databases, mailboxes and DNS zones available in the source account; external DNS, external mail, domain registration, licences and custom application repairs are included only if expressly agreed. Corrupt/incomplete backups, malware cleanup and splitting addon domains can require a separate quote.

Keep the source service active throughout migration and for at least 48–72 hours after the agreed cutover, or a longer window agreed for your data. We copy and check the agreed components before requesting your validation and DNS cutover approval. Dynamic sites may require a write freeze or final data sync; the ticket records the plan. Do not cancel or delete the source before completion is confirmed. DNS propagation, source-provider limits and application incompatibility can cause delay or downtime; no universal zero-downtime or fixed-completion guarantee applies.

Use the authenticated ticket’s approved secure credential method; avoid public messages. Access is limited to the authorised migration scope, and temporary access should be revoked after validation. Credentials and working backup copies are handled under the Privacy Notice, DPA and applicable retention/deletion requirements. The completion record identifies transferred accounts, validation results, exceptions and approved paid work.

Use the support channels and management scope included in your plan. A response target is not a guaranteed completion time. Work requiring customer credentials, approval, third-party assistance or an agreed maintenance window depends on that cooperation. We explain material dependencies and delays rather than promise a fixed resolution time for every issue.

Before substantial migration, development or paid administration, the accepted quotation or statement of work identifies deliverables, exclusions, access, fees, third-party purchases, timing, customer responsibilities, backup/rollback arrangements and completion checks. Additional work requires an accepted change to scope and price.

Report a specific mismatch with the agreed deliverable promptly. A quotation may specify an acceptance and defect-correction period, but expiry of an administrative review period does not waive fraud, concealed defects or non-waivable remedies. Customer delays may reasonably extend delivery dates and, after notice, require rescheduling. Properly performed work and approved irreversible costs remain payable under the Refund Policy.

The statement of work identifies the rights granted in bespoke deliverables after payment. We retain our pre-existing tools, templates and general knowledge, with the licence needed to use the purchased deliverable. Third-party and open-source components keep their applicable licences. Migration does not guarantee zero downtime or compatibility with every third-party system; the agreed validation and cutover scope controls.

IP geolocation, external platform acceptance, inbox placement and AI-generated results depend partly on third parties. We honour the repair, replacement and service commitments actually included in the order. We do not guarantee access to an unrelated visa, advertising, ticketing or other third-party platform merely because an IP or proxy service was purchased.

Questions about an account’s backup scope or a recovery quote should be raised through an authenticated client-area support ticket.