Managed Hosting Policy

This policy describes the managed hosting service (also called managed business hosting) that ConlineWeb provides to clients who contract web hosting, email, databases, and related systems.

Managed hosting means ConlineWeb operates the technical platform — server, control panel, databases, email, SSL certificates, and platform configuration — so the client can use their site and accounts without day-to-day server or panel administration.

It complements the Terms & Conditions, Support & SLA Policy, Acceptable Use Policy, Backups & Continuity Policy, Hosting Data Deletion Policy, and Domains & DNS Policy. Written terms in the service order prevail when more favorable to the client and not contrary to law.

ConlineWeb delivers managed hosting by contracting and managing hosting capacity, virtual or dedicated servers, and related services with specialized external infrastructure providers. The physical layer (datacenter, network, power, and base hardware) may not be directly owned by ConlineWeb.

What the client contracts with ConlineWeb is the managed business hosting service, not ownership of the datacenter and not a direct contract with the infrastructure provider. Therefore:

• ConlineWeb is the client’s single point of contact for operations, support, migrations, plan changes, and incidents for the contracted service.
• The client does not manage the infrastructure provider, open tickets with them, or use them as the support channel for the service contracted with ConlineWeb.
• ConlineWeb selects, contracts, configures, and manages the platform (cPanel, Linux VPS WHM/cPanel, or dedicated Linux WHM/cPanel, per plan) and operates databases, email, SSL, and continuity to the extent included in the plan and service order.
• Limitations, maintenance, or failures attributable to the physical layer or the infrastructure provider are handled through ConlineWeb under the applicable SLA; ConlineWeb will manage what is needed with the provider, without implying 100% uptime or liability for force majeure or causes beyond reasonable control.

ConlineWeb may change infrastructure providers or relocate accounts between equivalent environments when needed for continuity, security, compliance, or service improvement, seeking to minimize client impact and communicating when appropriate under this policy and the Backups & Continuity Policy.

The infrastructure provider’s brand name is not ordinarily part of the public commercial listing. When an enterprise client requests it in writing (compliance, audit, or contract), ConlineWeb may disclose it under appropriate confidentiality terms.

Depending on the contracted plan, ConlineWeb may manage environments on NVMe storage, including without limitation:

• Managed cPanel — standard plans for websites, email, and MySQL/MariaDB databases.
• Linux VPS with WHM/cPanel — higher capacity for sites, users, or systems with greater demand.
• Dedicated Linux server with WHM/cPanel — exclusive resources assigned to the client’s workload.

Under the same managed model, web-compatible workloads may be hosted when compatible with the assigned platform: web platforms, custom systems, CRM, SaaS, ERP, and AI-enabled modules. Application development, model API usage, and third-party licenses are not included in hosting unless separately contracted.

Administration includes, to the extent in the plan and service order:

• Provisioning, initial setup, and operation of the assigned account or server.
• Management of MySQL/MariaDB databases linked to the service.
• SSL certificate setup and renewal when included in the plan.
• Corporate email accounts, mailboxes, and agreed basic DNS records.
• Security patches and maintenance of the hosting platform (server OS, panel, base services).
• Reasonable monitoring and infrastructure incident handling under the SLA.

Unless separately contracted, managed hosting does not include:

• Design, development, or redesign of websites, stores, or custom software.
• Editing of content, copy, images, catalogs, or publications.
• Unlimited installation or support of plugins, themes, extensions, or third-party code not agreed in writing.
• SEO, marketing campaigns, community management, or strategic consulting.
• New features, integrations, or automations outside the plan.
• Data recovery when no backup is available or loss results from the client or parties authorized by the client.
• Domain registration, renewal, or transfer not contracted with ConlineWeb (see Domains & DNS).
• A direct contractual relationship between the client and the physical infrastructure provider, or admin access to that provider.

Evolutionary work or extended support is quoted under the Support & SLA Policy or via an additional hour pack.

The following matrix summarizes the ordinary split of responsibilities for managed hosting:

The client remains the operational account holder and is responsible for hosted content under the Hosting Data Deletion Policy and applicable privacy rules when ConlineWeb processes the client’s end-user data.

Under managed hosting, access to cPanel, WHM, or equivalent panels is not provided by default. ConlineWeb operates the platform and handles technical requests through authorized support channels.

If the client requests panel access in writing or via ticket:

• ConlineWeb may enable it subject to the plan and a risk assessment.
• The client accepts that changes they make directly may fall outside included support or affect resolution times.
• The Acceptable Use Policy and credential custody obligations still apply.
• ConlineWeb may revoke or restrict access for security risk, late payment, or contractual breach.

When the service order includes migration from another provider, ConlineWeb may move — as agreed — website, MySQL/MariaDB databases, and email accounts, seeking the shortest reasonably possible downtime.

Before migration, the client must:

• Provide valid origin access (panel, FTP/SFTP, database, DNS) or authorize ConlineWeb to obtain it.
• Disclose domains, mailboxes, and systems in scope.
• Confirm they have rights over the content and accounts to migrate.
• Coordinate the DNS cutover window when applicable.

ConlineWeb does not guarantee migration of proprietary configurations, third-party licenses, unlimited email history, or undeclared external integrations. Additional or out-of-scope migrations may be quoted separately.

Each plan defines disk, sites, databases, email accounts, traffic, and compute limits per the commercial listing and service order. Use must be reasonable and comply with the Acceptable Use Policy.

Annual fee: while usage stays within what was contracted, the plan’s annual fee does not change for that reason. If the client needs more disk or other resources, ConlineWeb will review an adjustment or upgrade; included management and support continue unless otherwise agreed.

ConlineWeb may recommend or require a plan change when consumption affects environment stability or repeatedly exceeds contracted limits.

ConlineWeb applies reasonable preventive maintenance on the hosting platform it manages: OS/panel security updates, base services, PHP, and other infrastructure components when the plan and site compatibility allow.

ConlineWeb may schedule maintenance windows for brief service interruption, including windows originating from the infrastructure provider when ConlineWeb has reasonable advance notice. When possible, advance notice is given by email, ticket, or client portal.

100% uptime is not guaranteed. Availability, backups, and continuity follow the Backups & Continuity Policy. Written premium SLA plans follow that separate document.

Support included with managed hosting follows the Support & SLA Policy, via ConlineWeb official channels:

• My Tickets in the Client Portal — recommended for hosting, DNS, access, and change requests with history.
• Live chat — quick questions from the site or portal.
• Corporate WhatsApp — guidance and agile follow-up.

Reference business hours: Monday–Friday, 9:00 a.m.–6:00 p.m. Mexico City time, unless otherwise agreed. Response times and SLA exclusions apply by incident priority.

Managed hosting is also governed by:

• Refund Policy — deposits, cancellations, and refunds.
• Hosting Data Deletion Policy — export, retention, and deletion.
• Acceptable Use Policy — prohibited uses and sanctions.
• Domains & DNS Policy.
• Backups & Continuity Policy.
• Terms & Conditions.

ConlineWeb may update this policy by publishing the current version in the Policy Center. Continued use after publication constitutes notice of the updated version, without prejudice to non-waivable consumer rights under applicable Mexican law.