Rafatech System Sdn Bhd (hereinafter referred to as “RAFATECH SYSTEM”) is a corporation organized and existing under the laws of Malaysia and having its principal executive office at No. 1-2, Jalan Tasik Utama 8, Medan Niaga Tasik Damai, 57000 Sungai Besi, Kuala Lumpur.

Please note that this agreement is subjected to change and it is Customer’s responsibility to regularly check for modifications. If Customer signed up for the service before the posted/revised date listed above, the new version will become effective thirty (30) days after the posted/revised date listed above. Continued use of the service constitutes acceptance to the new version of this agreement.

RAFATECH SYSTEM reserves the right to refuse or terminate service to anyone, at any time and for any reason, including but not limited to violation of RAFATECH SYSTEM’s Acceptable Use Policy (AUP). Should RAFATECH SYSTEM terminates Customer’s service for a reason other than violation of the Acceptable Use Policy, RAFATECH SYSTEM will issue Customer a refund for the remaining paid period of service. Under no circumstances is RAFATECH SYSTEM responsible for any damages resulting from termination of service. RAFATECH SYSTEM reserves the right to refuse service to particular individuals or entities, at its sole discretion, with or without cause.

1. Website migration or transfer

Our web migration team will make every effort to help Customer migrate your website over to us. However please take note that this service is provided as a courtesy service that is performed on best effort basis and RAFATECH SYSTEM cannot be held responsible. Should there be any migration failure due to various reasons, RAFATECH SYSTEM cannot guarantee that all data transfer to be accurate and estimate the time required to complete the transfer. Some hosting companies save data in their propriety format making transfer difficult or in some cases impossible. We will of course try our best but in some cases we may not be able to assist. This free transfer services are offered for 45 days from the sign up date and for accounts that does not exceed 5000MB (5GB) space. Transfer requests made outside this 45 days free period or websites exceeding 5000MB (5GB) will incur a one-time (RM200.00) professional service charges. Please contact our sales department for a price quote.

Customers who subscribe to our hosting package and required our help to migrate their website will need to comply below terms:

1. Customer are required to sign our agreement form and send it back to us.
2. Customer are required to give full information on previous domain control and hosting control panels before we can migrate to our server.
3. As this is a free service courtesy from us, we are not able to guarantee the service availability during the migration as there will be also DNS migration activity will involve which will takes time around 24 to 48 hours to complete.

2. Scripting and program

Secure Script Installation
The Customer is solely responsible for ensuring the security of all scripts and programs installed under their account. This includes implementing necessary security measures and setting directory permissions as securely as possible. Directories should generally be set to 755 and files to 644 to minimize the risk of unauthorized access, hacking, or compromise.

Account Security Responsibility
The Customer acknowledges and agrees that they are entirely responsible for all activities performed under their account. This includes any unauthorized access resulting from compromised credentials, such as usernames and passwords. It is mandatory for the Customer to use a strong and secure password to prevent unauthorized access. In the event of a weak password being detected, the Customer’s account may be temporarily suspended until the password is replaced with a strong and secure alternative.

3. Resource usage

Our hosting service operates on a resource allocation system tailored to each customer’s chosen package. In the event of users fully utilizing their designated resources, the system will trigger a “resource limit error.” It’s important to note that this error won’t impact other accounts housed within the same server. We want to stress that certain activities, including unattended server-side processes, torrent applications, trackers, file-sharing, peer-to-peer operations, IRC chat modules, video streaming, gaming applications, web spiders or indexers, daemons, and heavy cron jobs, are strictly prohibited on our servers. We enforce this policy rigorously to maintain server stability and performance. It’s crucial that our users are aware of these restrictions to ensure a smooth and uninterrupted hosting experience.

4. CPU and memory limit

RAFATECH SYSTEM use CloudLinux (LVE) to ensure Linux Shared Hosting accounts receive a fair share of resources. LVE is a kernel level technology developed by the CloudLinux team. The technology has common roots with container based virtualization and uses cgroups in its latest incarnation. It is lightweight, and transparent. The goal of LVE is to make sure that no single web site can bring down your web server. Today, a single site can consume all CPU, IO, Memory resources or apache processes and bring the server to a halt. LVE prevents that. It is done via collaboration of Apache module, PAM module and kernel.

Allowed resource usage are as follows:

1. CPU limit
   Each account allow 25% of total CPU of the server available to LVE. If your account hits this limit, your website will slow down.
2. Memory limit
   Each account can use up to 1GB of virtual memory and 1GB of Physical memory. If your account hits this limit, your website will show a “HTTP 500 – Internal server error” error message.

5. Entry processes

We provide up to 50 concurrent connections. You won’t normally hit this limit unless you have poorly coded scripts that fail to execute properly. Your website will show a “508 Error, Resource Limit Has Reached” error message if this limit is reached. If you find your account is continuously hitting the CloudLinux limits and it is affecting the running of your website, please contact support to discuss options. We can assist with diagnosing any problematic scripts to help reduce usage or help you upgrading to a dedicated environment.

6. Hosting space

Shared hosting account are meant for hosting Customer’s website content. The hosting space utilized as backup/storage device is strictly not permitted.

Most of our shared hosting plans allow unlimited email address creation but in the interest of server stability, all shared hosting plans are allowed to consume up to 10GB for email storage only. Any accounts that exceed the email storage size may be suspended. We recommend to use an email client such as Outlook or Thunderbird (free download) to download and manage all emails on a local computer.

7. Unlimited

RAFATECH SYSTEM does not set a limit or cap on the amount of resources a single Customer can use. In good faith and subject to these terms, RAFATECH SYSTEM makes every commercially reasonable effort to provide its Customers with all the resources needed to power their web sites successfully. RAFATECH SYSTEM’s offering of “unlimited” services is not intended to allow the actions of a single or few Customers to unfairly or adversely impact the experience of other Customers.

In a shared hosting server, multiple Customer web sites are hosted from the same server and share server resources. RAFATECH SYSTEM’s service is designed to meet the typical needs of small business and home business website. It is NOT intended to support the sustained demand of large enterprises, internationally based businesses, or non-typical applications better suited to a dedicated server.

RAFATECH SYSTEM will make every commercially reasonable effort to provide additional resources to Customers who are using their website(s) consistent with these terms, including moving Customers to newer and bigger shared servers as necessary. However, in order to ensure a consistent and quality experience for all Customers, RAFATECH SYSTEM does place automated safeguards to protect against any one site growing too quickly and adversely impacting the system until RAFATECH SYSTEM can evaluate said sites resource needs. Accounts with a large number of files (inode count in excess of 200,000) can have an adverse effect on server performance. Similarly, accounts with an excessive number of MySQL/PostgreSQL tables (i.e., in excess of 1000 database tables) or of database size (i.e., in excess of 3GB total MySQL/PostgreSQL usage per account or 2GB MySQL/PostgreSQL usage in a single database) negatively affect the performance of the server. RAFATECH SYSTEM may request that the number of files/inodes, database tables, or total database usage be reduced to ensure proper performance or may terminate the Subscriber’s account, with or without notice. Apart from this, all shared hosting plans are set with an hourly sending limit of not more than 200 emails within a given hour. This policy is important to prevent spamming activities either deliberate or through poorly secured computers that are hacked for sending spamming emails.

Unlimited Domain Hosting. RAFATECH SYSTEM does not set arbitrary limits on the number of domain names a Customer can associate with the Customer’s web hosting account. However, RAFATECH SYSTEM reserves the right to limit processor time, bandwidth, processes, or memory in cases where it is necessary to prevent negatively impacting other Customers.

8. Support & service

RAFATECH SYSTEM is committed to providing the best possible support for products sold to our customers. However, our support scope is limited to the following:

Scope of Support:
We provide assistance for troubleshooting web and email hosting issues strictly related to RAFATECH SYSTEM’s hosting products.

Please note that we do not provide support for:

• Website errors caused by malware injection, outdated plugins, or insecure code;
• Issues related to email clients, FTP clients, or other third-party software. However, a basic configuration guide is provided to help customers connect to our servers. We strongly advise customers to regularly update all website components and review their security measures. For malware removal or website hardening, please consult our support team for further recommendations.

Support Channels:
Support is available via phone, email, and remote session (if deemed necessary). No on-site visits will be made to troubleshoot hosting-related issues. If a customer requires on-site support, charges will apply as agreed upon with the sales team. On-site support is billed hourly, with a minimum charge of 2 hours per visit.

Support Request Procedure:
Customers must first log a support case by contacting our team at:
– Phone: +603 9055 4222
– Email: support@myduniahosting.com

Only after a case is logged will RAFATECH SYSTEM initiate resolution steps.

Sales Inquiries:
For any product or service inquiries, please contact our sales team at:
– Phone: +603 9055 4111
– Email: sales@myduniahosting.com