Email & Exchange Terms of Service

These terms and conditions apply to our Email and Microsoft Exchange Services and are applicable to all users of those services. They enhance and supersede our General Terms and Conditions.  Any clause in these terms shall take precedence over a conflicting or competing clause in our General Terms and Conditions.

BY USING OUR EMAIL OR MICROSOFT EXCHANGE SERVICE, YOU AGREE TO ABIDE BY THESE TERMS.

This is version 2019.1, published April 2019. This policy is subject to change at any time so please check regularly for updates.

 

  1. Mailbox size and storage

    1. Every mailbox is given an amount of storage and is limited to that amount. This storage is used for all content, where applicable this includes, but is not limited to, Email, Junk Mail, Contacts, Calendars and Tasks.
    2. It is the responsibility of the mailbox users to ensure that the mailbox does not use the maximum amount of allocated storage by deleting or archiving content as appropriate.
    3. If a mailbox is full (using the maximum amount of storage), we will reject any additional incoming email and/or place limits on you sending email.
    4. We accept no responsibility for email that is rejected or lost as a result of your mailbox reaching its limit.
    5. Where the service allows shared resources such as Shared Mailbox’s, Shared Calendars or Public Folders, the domain shall be allocated an aggregated storage limit which is shared across each mailbox. This limit shall initially be equal to the combined storage limit of each mailbox.

  2. Email retrieval and mailbox deletion

    1. Where a mailbox is not accessed either by POP3, IMAP, ActiveSync, Webmail or other method, within 180 days (60 days for Mail Lite services), we shall consider that mailbox to be inactive and may take any of the following actions:
      1. deletion of the mailbox and its content, including any shared content.
    2. Where a mailbox and its content are deleted, we accept no liability for any lost email or other content.
    3. It is the mailbox user’s responsibility to ensure the mailbox is accessed on a regular basis and to keep the mailbox active

  3. Anti-virus and SPAM filtering

    1. All email sent or received externally, using our servers, is checked for viruses. Where a virus is detected, the entire email, including the virus, is deleted from the server. No notification is sent to either the recipient or the sender of the message. Messages between mailboxes on our email platform are not checked.
    2. While we take every precaution to protect our servers and our customers from viruses, we do not guarantee every email to be virus free and accept no liability for any virus that gets through. It is your responsivity to ensure you have adequate virus protection on your device.
    3. We perform numerous checks on incoming email to detect and deter SPAM. Where we determine that an email is likely to be SPAM we will take action by either moving the email to your Junk Folder, by deleting the message from our servers, or by rejecting the message while in transit.
    4. It is your responsibly to monitor the Junk Folder for emails which have been accidentally marked as SPAM and we accept no responsibility for legitimate emails which are missed or lost as a result of our SPAM checks.
    5. We run anti-Spam checks on all email sent externally from our email servers and reserve the right to delete any outgoing email which we deem to be SPAM.

  4. Performance, Availability and Security

    1. We monitor our servers and infrastructure constantly but do not monitor individual mailboxes.
    2. We make every effort to ensure your mailbox is secure, available to you, and in working order but may from time to time need to take mailboxes, domains or servers offline for maintenance, in accordance with section 6 of our General Terms and Conditions.
    3. On the rare occasion where there is a problem with your email or mailbox data, it is your responsibility to notify us so we can correct the problem. We cannot guarantee to be able to restore any mailbox data and accept no liability for loss of any email or mailbox data.
    4. Emails which are sent or received via our servers are subject to various checks and delays and no guarantee is made regarding the immediate delivery of any email or the speed of delivery.
    5. Where we identify that a mailbox is causing problems, we may remove the offending mailbox or change the settings of that mailbox to resolve the issue. Any settings may be applied on a temporary or permanent basis as we deem necessary and appropriate. Where necessary, we may suspend or terminate all mailboxes on a domain in order to maintain stability and security.

  5. Domains

    1. If email is used with a domain where we do not host the domain name records, we make no warranties as to the availability or performance for email sent or received with that domain. We may at our discretion, at any time, and without notice, change the identifiers, including the IP address, of any email server.

  6. Microsoft Outlook Software

    1. When purchasing our Exchange Pro service, a license for the use of Microsoft Outlook Client Software is included with the service fee.
    2. The mailbox user is permitted to install the Outlook Client Software on one PC for the purpose of accessing the mailbox. Only one software install is permitted for each mailbox.
    3. Installation of the software is subject to acceptance of the software license conditions as specified by Microsoft at the time of installation.
    4. In the event that the Exchange Pro service is cancelled or terminated, the Outlook Client license also ceases, and you must uninstall all Outlook software that is licensed as part of the service.
Terms and Policies