Digitel - Marketing Agency, SEO and Web Specialists
01452 698 020

Email Hosting
Terms & Conditions

SEO Company - Google Partner

This agreement outlines the terms and conditions under which email hosting services are provided to the client (“Client”) by Digitel UK Ltd (“The Provider”). By using the email hosting services, the Client agrees to the terms detailed below:

1. Services Provided

  1. The Provider supplies email accounts hosted on servers managed by 20i’s Stackmail service.
  2. Email accounts are hosted at 20i’s central UK data centres and stored on servers separate from web hosting.
  3. All email communications are encrypted in transit using TLS to enhance security and privacy.

2. Service Level Agreement

  1. Uptime Service Level:
    1. 20i shall use Commercially Reasonable Efforts to make its servers available 24 hours a day, seven days a week for as close to 100% network availability as possible.
    2. The servers shall be considered as unavailable only during periods when the servers and/or connectivity is either completely inaccessible or is severely degraded, or major components of the servers are not operational and work cannot reasonably continue, or if planned maintenance must be carried out.
    3. The servers shall not be considered as “unavailable” during necessary maintenance, Customer-caused outages or disruptions, or outages or disruptions attributable in whole or in part to a cause outside 20i’s reasonable control.
  2. Support Response Time:
    1. Support is available by email or telephone Monday – Friday 8am – 5pm (excluding UK bank holidays) with an average response time of 30 minutes – 2 working hours depending on the severity level of the problem reported.
    2. Support outside of working hours must be requested via email and will be responded to within an average of 1 hour the next working day.

3. Spam and Virus Scanning

  1. Network-Level Protection:
    • 20i’s system uses commercial anti-spam blacklists from Spamhaus, Invaluement, and Barracuda Networks to block mail from known spam sources.
  2. Virus Scanning:
    • Emails containing known malware signatures are rejected from the server and will not be received.
  3. Content-Based Filtering:
    • Messages exhibiting spam-like characteristics are filtered into the “junk mail” folder, depending on the spam these may also not be received.

4. Email Client Compatibility

  1. The email hosting service is compatible with major mail clients, including Microsoft, Google, Apple, and Mozilla products.
  2. All emails are backed up for 30 days to ensure business continuity and recovery if needed.

5. Third-Party Hosting

  1. The Provider relies on third-party services, specifically 20i, to deliver email hosting services.
  2. The Provider does not represent themselves as an IT support company and does not commit to providing custom email security or IT services/support beyond the scope of hosting provision.
  3. The Provider may, at its discretion, offer support in connecting email clients to the Service, for which it may also charge a fixed hourly rate of £85 per hour + VAT.
  4. The Client, once set up with the service, will receive a web-based email client (through Stackmail) from which they can access their mail directly.

6. Liability and Client Responsibilities

  1. The Provider implements server-level spam and virus scanning as part of the service. However, the Provider cannot guarantee the absolute prevention of viruses or malware through email content.
  2. The Provider is not liable for any damages, losses, or security breaches resulting from email content or device vulnerabilities.
  3. The Client is responsible for implementing appropriate security measures, including but not limited to:
    • Installing and maintaining up-to-date antivirus and anti-malware software on all devices.
    • Ensuring passwords and access credentials are secure and regularly updated.
    • Being vigilant and cyber-aware regarding email use and potential phishing or malware threats.
  4. The Provider implements a zero-tolerance stance against the sending of unsolicited email, bulk emailing and spam. In such an eventuality, The Provider may terminate the email account with or without notice to the Client, for the prevention of disturbance to other account holders relying on the IP space shared by Stackmail.

7. Prohibited Uses & Limitations

You may use the services only for lawful purposes. You may not use the Hosting Services:

  • in any way that breaches any applicable local, national or international law or regulation
  • in any way that is unlawful or fraudulent, or has any unlawful or fraudulent purpose or effect
  • for the purpose of harming or attempting to harm minors in any way
  • to send, knowingly receive, upload, download, use or re-use any material which does not comply with local, national or international law.
  • to transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material or any other form of similar solicitation (also known as SPAM)
  • to knowingly transmit any data, send or upload any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware

8. Acceptance of Terms

By using the email hosting services, the Client acknowledges and agrees to the above terms and assumes full responsibility for maintaining the security of their devices and data linked to the email accounts.