Acceptable use policy

1. Purpose and scope

1. This policy protects our customers, our network and the wider internet. It applies to every Zension service and to everything you or your users put on it or do with it.
2. It forms part of our Terms of service. You are responsible for your account, your content and anyone you allow to use it.
3. We apply this policy with judgement. Where something is not listed but causes harm, we may still act.

2. Prohibited content

You must not host, publish, send or link to:

1. Content that is illegal in Singapore, or that you have no right to use.
2. Content that infringes copyright, trade marks or other intellectual property rights.
3. Content that is defamatory, harassing, threatening, or that promotes violence or hatred against a group.
4. Child sexual abuse material, which we report to the authorities without notice to you.
5. Content that breaches a person’s privacy, such as personal data you have no right to publish.
6. Content that promotes or facilitates fraud, scams, illegal gambling or the sale of illegal goods.
7. Phishing pages, fake login pages, or pages that pretend to be another organisation.
8. Malware, ransomware, spyware or exploit kits, other than clearly labelled security research that is kept private and does not harm others.

3. Prohibited activities

You must not use our services to:

1. Send spam or unsolicited bulk email, or send email that breaks Singapore’s Spam Control Act 2007 or other applicable law.
2. Attack, probe or gain unauthorised access to any system, including port scanning, vulnerability scanning and brute-force attempts against systems you do not own or have written permission to test.
3. Run open proxies, open mail relays, open DNS resolvers, VPN or anonymising services for third parties, or Tor exit nodes, on shared hosting.
4. Mine cryptocurrency, or run other workloads that exist mainly to consume CPU, memory or bandwidth.
5. Take part in or launch denial-of-service attacks.
6. Use more resources than your plan allows in a way that harms other customers (see clause 5).
7. Run IRC servers, bots or botnets, peer-to-peer file sharing or torrent services on shared hosting.
8. Use shared hosting as general file storage, a backup target for other systems, or a media or download archive that is not part of your website.
9. Interfere with the operation of our network, or try to bypass our resource limits and security controls.
10. Resell or share the service in a way that breaks your plan or our terms.

4. Email sending rules

1. Send email only to people who have agreed to receive it, or where the law allows it. Keep records of consent.
2. Marketing email must identify you, include a working unsubscribe link, and honour opt-outs promptly.
3. Do not buy, rent or scrape address lists.
4. Use your own domain and keep SPF, DKIM and DMARC records correct. We set these up for our email plans.
5. To protect our servers and their reputation, we may limit how much email an account sends. Plans with higher volume needs should use a dedicated sending service or a managed server.
6. If your complaint rate or bounce rate is high, or our IP addresses are listed on a blocklist because of your mail, we may slow or stop your sending until you fix the cause.
7. Newsletters and bulk campaigns should go through a dedicated email-sending service. Do not run them through shared hosting mailboxes.

5. Resource use

1. Your plan states the CPU, memory, storage and other resources you are entitled to.
2. A process or site that uses more than its fair share and slows other customers may be limited, suspended or stopped. We will normally tell you first and help you find the cause.
3. If your site regularly needs more than your plan provides, we will suggest a larger plan or a managed server.

6. Your security responsibilities

1. Keep your CMS, themes, plugins, scripts and any other software up to date. Remove software you do not use.
2. Use strong, unique passwords and turn on two-factor authentication where it is offered.
3. Do not share account credentials. Remove access for people who no longer need it.
4. Keep your own copy of your site and data (see our Terms of service, clause 10).
5. If your site is hacked, you must tell us and fix it. A compromised site can harm others, and we may take it offline until it is cleaned. On managed WordPress plans we scan for malware and clean up as described on the plan.
6. Hosting services include security tools, but they do not replace good practice on your side.

7. How we handle abuse reports

1. We receive reports from the public, from other providers, from authorities, and from our own monitoring.
2. We check each report. We look at the evidence, not just the claim.
3. If it appears valid, we notify you through the client portal and by email to your account contact, with the details, and set a deadline to respond or fix it.
4. We act on valid copyright notices by passing them to you and, where appropriate, removing the content. You may reply with a counter-notice. We may share your details with the complainant where the law requires.
5. We will keep reports and our responses on record.
6. We may share information about a report with the complainant, with other providers or with authorities where it is lawful and needed to deal with it.

8. Enforcement

We apply the lightest step that deals with the problem. Depending on severity, we may:

1. Notice. We tell you what the problem is and give you time to fix it. For most issues you have 48 hours from our notice.
2. Restriction. We limit the affected service, for example by limiting email sending, stopping a script or blocking a site.
3. Suspension. We suspend the service if you do not fix the problem in time, if the problem keeps coming back, or at once where there is immediate harm. Examples are an active phishing site, malware being served, an attack in progress, illegal content or a court or regulator order. We tell you as soon as we can afterwards.
4. Termination. We may end the agreement for serious or repeated breaches, with no refund of fees paid for the current period.

We may also remove content, report matters to the authorities, and recover reasonable costs from you for clean-up that we have to carry out because of your breach. We will not be liable for loss caused by acting under this policy in good faith.

9. Reporting abuse

To report abuse involving a Zension customer:

1. Email enquiry@zension.com with the subject “Abuse report”.
2. Include the web address or IP address, the date and time (with time zone), what happened, and any evidence such as headers, logs or screenshots.
3. You may also call +65 3112 2333, Monday to Friday, 9am to 6pm SGT.

If someone is in immediate danger, call the police first.

10. Changes

We may update this policy. For material changes we will notify customers by email or in the client portal. The date at the top of the page shows the latest version.