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This section documents the service intentions for Sensical.net's shared hosting products, including Home, Lite, Power and Power Plus packages.

Sensical.net endeavours to offer service 100% of the time. If Sensical.net foresees any period where any aspect of service will not be available, then this information will be made available in advance to customers. The usual place for such information is the Sensical.net Service Status Page which is reachable from the Sensical.net Home Page.

A snapshot of all customers' website files, emails and databases are backed up on a daily basis overnight (at one point in time between 00:00 GMT and 07:00 GMT).

Daily backup data is kept for at least each of the last 28 days and for the 1st day of at least the previous 2 months. Backups are encrypted and stored off-site in a secure location.

Upon request by a customer, Sensical.net will restore any file, email or database that belonged to that customer if it is within Sensical.net's power to do so. We will endeavour to perform this process within 24 hours. Customers should not rely on Sensical.net's backup provision and should take all reasonable care to safeguard their data.

Please note that the following website files and emails are excluded from the backup data:

• Website files in any directory named "var/cache" or "var/session".
• Website files matching the regular expression "/cache(/*)*/[0-9a-f]+\.(spc|php|php_expire)".
• Email contained within any folder named "spam" or any sub-folder of any folder named "spam".

Sensical.net's support mechanism for shared hosting products is based around email. Sensical.net's support teams can be contacted by emailing support@sensical.net. Support teams are in operation 24 hours per day and 365 days per year and will endeavour to respond to and potentially carry out any work related to support calls as quickly as possible.

If Sensical.net foresees any period where any aspect of this support service will not be available, then this information will be made available in advance to customers via the website. The usual place for such information is the Sensical.net Service Status Page which is reachable from the Sensical.net Home Page.

The service intentions for other products - including Mail Scanner, Colocation, Dedicated Servers, Managed Servers, Remote Alarming & Monitoring Services, Network Management etc., are specific to the service and customer needs. Sensical.net offers formal service contracts with various levels of SLA with differing response times/mechanisms, KPIs and compensation levels. Please contact Sensical.net Sales at sales@sensical.net for further information.