Terms of Service

"I've always found Red Create to be reliable, helpful, quick and friendly. I would have no hesitation in recommending them. Their response times have been great to date, and nothing is too much trouble!"

Katy Alexander
www.charcoalblue.com

Terms of Service

(Last Modified November 7, 2008)

This agreement is between you, the subscriber to any Red Create services, and Red Create Ltd.

Outgoing Bulk / Junk / Spam Mail Policy
Red Create Ltd defines “Spam/Junk emailing” as “the sending of e-mail(s) to users that have not explicitly asked to receive the sender's message". Red Create Ltd defines “Bulk emailing” as “the sending of e-mail(s) in a bulk fashion regardless of whether or not the recipient of such email(s) have requested the correspondence”. Sending either spam or bulk email through the Red Create Ltd system is not permitted and will not be tolerated. Red Create Ltd reserves the right to refuse, suspend, or even terminate service at any time, and without preceding warnings, to anyone who violates or intends to violate this policy. Red Create Ltd will not be held responsible if your domain name is blocked by internet service providers (ISPs) for sending spam/bulk e-mails. Red Create Ltd also reserves the right to limit the number of outgoing recipients of an individual email message to one hundred (100).

Month to Month Term
After the free trial, your account will be automatically renewed on a month to month basis at the then current monthly subscription rate. There is no minimum term of service. You may cancel the service at any time by sending an email to This e-mail address is being protected from spambots. You need JavaScript enabled to view it with your domain name and reason for cancellation. Requests for cancellation must be submitted via email. Service is billed at the start of each service month (based on the day of the month you signed up for service) for the following month and we cannot give any refunds for partial month’s service.

Service Level Agreement
Red Create Ltd will make its best effort to provide each customer with 99.9% uptime. "Uptime" and "Downtime" is recorded and calculated on a monthly basis. This does not include scheduled downtime for weekly server/network maintenance (usually less than 10 minutes total and usually scheduled for Sundays, midnight GMT). This also does not include end-user internet connection issues or general internet congestion. Account credits and overall liability of Red Create Ltd. is hereby limited to a maximum one month's service during the month of the outage.

NOTE: This Service Level Agreement covers Red Create Ltd Hosted Exchange, Website Hosting, Archiving and Complaince and DNS Services only. Red Create Ltd Defender (MX Logic), Web Hosting, BlackBerry Enterprise, Goodlink and other wireless services are not covered under the Service Level guarantee.

What Red Create Ltd supports – the following areas are covered under the Red Create Ltd support policy:

Connectivity to the Red Create Ltd Service – talking/instructing the end-user through configuring and connecting to the Red Create Ltd email server(s) and receiving/sending email
Configuration of Microsoft Outlook® Software – talking/instructing the end-user through configuring Microsoft Outlook® and higher for Windows PCs
Creation of additional Red Create Ltd mailboxes, distribution lists, and user aliases
Issues related to Public Folders
Issues related to security settings within the exchange (server-side) environment
DNS Related Issues

What Red Create Ltd does not specifically support – the following areas are handled on a “best efforts” basis as a courtesy to our customers:

Configuration of customer firewall software and/or hardware that could affect connectivity to the Red Create Ltd service
Installation of Microsoft Outlook® Software
Configuration of customer antivirus software (Norton Antivirus 2003, etc.) that could affect connectivity to the Red Create Ltd service
Issues related to customer’s connection to the Internet. (i.e. T1, Cable Modem, DSL Modem, Dial-Up accounts, etc.)
Issues related to other email accounts or personal folders (non-Red Create Ltd) configured within customers Microsoft Outlook® software
Issues related to general use of the Microsoft Outlook® software – (i.e. training, etc.)
Email client software other than Microsoft Outlook®
Use of Red Create Ltd service on a Macintosh or non-Windows computer

Security and Reliability
The security and reliability of the Red Create Ltd email and collaboration service is our highest priority. Red Create Ltd works hard to run a solid, hassle-free service. However, there are times when we cannot guarantee 100% reliability:

Internet congestion
Automatic System Updates – Red Create Ltd’s servers regularly update themselves with patches and bug fixes. Occasionally, these patches/fixes can affect our servers in an unexpected, detrimental way. Many of these patches/fixes are installed automatically and cannot always be tested prior to their implementation.
Terrorist Attack
Acts of God
Virus/Worm/Denial of Service Attack

You specifically agree that Red Create Ltd cannot be held liable for any missing data, corrupted data, incorrect transmission of data, failure to provide service, delay of service provision or anything in any way connected to the Red Create Ltd service in excess of the cost of service provided. Cumulative liability of Red Create Ltd to a customer shall not exceed the total monthly service fee of the immediate prior one month of service.

Transmission of Data
You agree that Red Create Ltd is not responsible for any unauthorized access or modification of your data stored by or transmitted via the Red Create Ltd service. You also agree that Red Create Ltd is not responsible or liable for any content sent using, or received from, the Red Create Ltd service including that which may be illegal, obscene, defamatory, threatening or that may violate any trademark or copyright.

Incoming Bulk / Junk (Spam) Mail Policy
Red Create Ltd offers various services (add-ons) to help prevent incoming spam. These extra services may require an additional monthly fee and may have separate end-user agreements. For more information please also read our Acceptable Usage Policy

Red Create Ltd Virus Policy
The Red Create Ltd service provides virus protection against incoming email viruses sent to your Red Create Ltd addresses. All incoming messages to your Red Create Ltd domain are scanned. It is our policy to delete affected attachments prior to delivery to your Red Create Ltd mailbox. Red Create Ltd virus protection uses the latest technologies to help ensure your protection. Our server software (virus patterns) is updated nightly. Virus protection is an ongoing process and it’s impossible to protect against 100% of the virus threats and unfortunately we cannot be held responsible for new viruses that are not detected by our scanning software. End-users are responsible for protecting their computers and ensuring they are virus-free. We recommend that each end-user run a local anti-virus software package on their PC for additional protection. Red Create Ltd will not be held responsible if your domain name is blocked by internet service providers (ISPs) for sending virus-infected emails. Most viruses are transmitted by email, but not all. If your email software is connected to another email service other than Red Create Ltd, it is possible that virus-infected email could be pulled into your Red Create Ltd account from another service. Red Create Ltd cannot be held responsible for virus-infected email originally sent to email services outside of Red Create Ltd.

Use of Microsoft Outlook® Software
Red Create Ltd service includes the licensing for Microsoft Outlook® Software. The license fee is included with the monthly Red Create Ltd service fee; however we may charge a nominal fee to ship the media to you. End-users are allowed to install the software one time and only on one PC for each Red Create Ltd mailbox. Each end-user/individual using the Red Create Ltd service must purchase an individual Subscriber Access License (SAL) – otherwise know as a “mailbox” for this service. Unfortunately, sharing of a single mailbox is not allowed unless additional licenses are purchased on a monthly basis for each user. If you cancel your Red Create Ltd account you acknowledge that you are responsible for uninstalling any Microsoft Outlook® client software that is licensed as part of the Red Create Ltd service.

Size of Mailbox
Each mailbox has a storage capacity or limit. This is done to protect your account and others from potentially large volumes of email sent to a single address that could disable or halt the email system server. Additional storage can be purchased by emailing This e-mail address is being protected from spambots. You need JavaScript enabled to view it It is the end-user’s responsibility to ensure that his/her mailbox does not reach capacity. Red Create Ltd is not responsible for email lost due to full mailboxes.

Passwords
It is the end-user’s responsibility to keep his/her password confidential, and to change the password on a regular basis. Red Create Ltd is not responsible for any data losses or security issues due to stolen passwords. Red Create Ltd recommends that you use passwords that contain numbers and symbols in order to prevent unauthorized users from guessing commonly-used choices (i.e. “12345”, “password”, etc.). Red Create Ltd support does not have access to viewing existing passwords. For security reasons, Red Create Ltd support can only reset passwords.

Cancelled Accounts
Upon cancellation, of any Red Create Ltd service email, website and contact data located on our servers may no longer be available. It is the end-user’s responsibility to retrieve this data prior to the request for cancellation of the service. Red Create Ltd cannot guarantee retrieval of data once an account is cancelled.

Hosted Exchange Backup Policy:
Nightly Disaster Recovery Backups (included) Red Create Ltd conducts nightly disaster recovery backups where we backup each mail store every night. This is the industry standard method of backing up hosted Microsoft Exchange Server data. A mail store is the email database that contains numerous mailbox account. This disaster recovery backup is used if a mail store becomes corrupted or fails for another reason. This protects the customer in the event Red Create Ltd suffers a system failure or other event that requires the recovery of an entire mail store. Due to the nature of this backup technology, our engineers are not able to restore data from an individual mailbox. If a customer deletes items inadvertently, they may be able to recover those items via the Deleted Item/Mailbox Retention feature below.

Brick Level Backups (not offered)
The base Red Create Ltd service does not include nightly "Brick Level" backups. We apologize but Red Create Ltd does not offer Brick Level backups. Customers who need additional backup retention, may choose the Red Create Ltd Archiving and Compliance solution at www.redcreate.com Red Create Ltd utilizes industry standard practices in backups and restoration of Hosted Exchange data.

Deleted Item/Mailbox Retention (included)
Red Create Ltd's servers are configured to keep a cache or live backup for a period of 7 days containing deleted items and 30 days for deleted mailboxes. If a user deletes an item from their mailbox the system will let them restore it via Microsoft Outlook®. To recover the deleted item, the item has to actually have been deleted – i.e. if a user "drags" the data or otherwise exports the data off the server, the system does not treat this as a delete. In that situation the data may not be recoverable. Deleted Item retention protects the customer in the event they execute a delete command against an individual mailbox data.

Limited Liability
In no event will red create ltd be liable for any indirect, special, incidental or consequential damages, whether in an action in contract or tort, even if advised of the possibility of such damages. The total liability of red create ltd for any claims arising from or in connection with this agreement or service, regardless of the form of action, shall not exceed the amount of services fees paid by the customer either directly to red create ltd or through a partner/reseller for service rendered for the immediately prior one month of billing.