Backup and Restoration Policy

1. Purpose of the policy

Hostchilipepper LLC d/b/a HOST.NC (“Hostchilipepper”) may implement technical backup systems intended to contribute to service continuity, infrastructure security and possible data restoration in case of incident.

These backups aim to help limit the consequences of a technical incident, error, data corruption, outage or compromise.

Unless a specific option is expressly subscribed by the client, backups performed by Hostchilipepper do not constitute a contractual guarantee of complete, permanent, automatic or systematic restoration.

The client remains responsible for keeping independent personal backups of important websites, files, databases, emails, configurations and content.

2. Services concerned

This Policy may apply to services offered on host.nc, including web hosting, website files, databases, email accounts, technical configurations, associated certificates or settings, client accounts, hosting-related services and complementary services expressly covered by a backup offer.

Certain services may not be included in standard backups, especially where they depend on a third-party provider, domain name registry, external service or specific configuration.

3. Nature of backups

Hostchilipepper may perform different types of backups, including automatic, manual, full, partial, file, database, technical server backups or backups related to specific options.

Backup frequency, retention period, scope and availability may vary according to the subscribed offer, infrastructure used, technical constraints, third-party providers and enabled options.

4. No general restoration guarantee

Unless specifically agreed in writing, Hostchilipepper does not guarantee that a backup will always be available, complete, error-free, restorable, contain the exact version requested by the client, be restored within a specific timeframe or cover emails, databases, files or configurations in their entirety.

Technical backups are a security and continuity tool, but they do not replace the client’s own backups.

5. Client responsibility

The client is responsible for keeping personal backups. The client should regularly export files, back up databases, keep copies of important emails, back up configurations, retain licenses, themes, plugins, source code and content on which the client depends, verify that backups are usable and store copies on a medium independent from the hosting service.

The client should particularly make a backup before any WordPress update, theme or plugin update, migration, major website change, file deletion, third-party provider intervention, database change, DNS change or sensitive technical operation.

6. Restoration on request

The client may request restoration from support through a support ticket.

The request should specify, as far as possible, the client name, service concerned, domain name concerned, desired restoration date or period, items to restore, reason for the request and any information useful for diagnosis.

Hostchilipepper will use its best efforts to check whether a usable backup is available.

Restoration may be impossible if no usable backup exists, if the requested data is not included in the backed-up scope, if the retention period has expired or if the backup is corrupted, incomplete or technically unusable.

7. Restoration timeframes

Restoration requests are processed according to their complexity, urgency, support availability, the nature of the incident and technical constraints.

Unless specifically agreed in writing, no restoration timeframe is guaranteed.

Certain restorations may require prior analysis, manual intervention, client validation or temporary unavailability of the service concerned.

8. Restoration fees

Certain restorations may be included in the subscribed offer. Others may incur additional fees, especially in case of a complex request, manual or partial restoration, search through several backups, urgent intervention, client error, accidental deletion, restoration after hacking, infection or negligence, or repeated or abusive request.

Where fees apply, the client is informed before intervention, except in case of technical urgency or specific agreement.

9. Email backup limits

Emails may represent a large volume of data and are not always fully covered by standard backups.

Unless a specific option is expressly subscribed, Hostchilipepper does not guarantee complete restoration of mailboxes, deleted messages, email folders, attachments, deleted email accounts, email configurations or emails lost after IMAP, POP synchronization or local deletion.

The client is responsible for keeping copies of important emails, especially when using an external email client.

10. Database backup limits

Databases may be backed up according to available technical methods. However, Hostchilipepper does not guarantee that every intermediate version of a database will be available.

Restoring a database may cause loss of changes made after the date of the restored backup.

The client must check restored content and promptly report any anomaly.

11. File backup limits

Website files may be backed up according to available technical methods. However, certain files may be excluded or not restorable, including temporary files, caches, automatically generated files, infected or dangerous files, files deleted before the retention period, files exceeding certain technical limits, files stored outside the offer scope or files related to third-party services.

Hostchilipepper may refuse to restore files containing malware, dangerous scripts, manifestly unlawful content or items contrary to the Acceptable Use Policy.

12. Security incidents and compromised websites

In case of a hacked, infected or compromised website, restoration may not be sufficient to correct the problem. The client remains responsible for updating, securing and cleaning CMS, extensions, themes, passwords, scripts and access.

Hostchilipepper may temporarily suspend a compromised service in order to protect the infrastructure, other clients or third parties.

Before reactivation or restoration, Hostchilipepper may ask the client to change passwords, update the CMS, remove vulnerable plugins, clean infected files, correct a vulnerability, remove dangerous scripts, verify administrator accounts or strengthen website security.

13. Data deleted by the client

When the client voluntarily or accidentally deletes files, databases, emails, accounts or configurations, Hostchilipepper may attempt restoration if a usable backup exists.

However, Hostchilipepper does not guarantee recovery of deleted data. The client should contact support as quickly as possible after deletion, as the longer the delay, the lower the probability of restoration may become.

14. Termination, expiration or suspension of service

In case of termination, expiration, non-renewal, unpaid invoice or deletion of a service, associated data may be deleted after expiry of the applicable technical or contractual periods.

The client must retrieve data before termination, expiration or effective deletion of the service.

Hostchilipepper does not guarantee data retention after the end of service. A restoration request after termination, expiration or deletion may be refused if the data is no longer available.

15. Third-party services

Certain services offered or used through host.nc may depend on third-party providers, including domain name registries, registrars, payment providers, SSL certificate providers, external email providers, security tools, cloud services, third-party backup services, support services and infrastructure providers.

Hostchilipepper cannot guarantee backup or restoration of data managed directly by these third-party providers, unless specifically agreed. Backup, retention or restoration conditions for these services may be governed by their own policies.

16. Personal data

Certain backups may contain personal data, especially when the client hosts a website, database, online store, form or application collecting user data.

The client remains responsible for personal data collected through its own services. Hostchilipepper acts as technical provider or hosting processor when data is hosted on behalf of the client.

Personal data processing is described in the Privacy Policy available at: https://host.nc/privacy-policy.

17. Limited backup retention

Backups are retained only for a limited period. The retention period may vary according to the subscribed offer, type of service, technical constraints, storage capacity, tools used, internal backup policy, third-party providers and applicable legal or contractual obligations.

Once the retention period has expired, backups may be automatically deleted or replaced by more recent backups.

18. Tests and checks

Hostchilipepper may perform technical checks or tests to verify the proper operation of certain backup systems.

However, these tests do not guarantee that every file, database, email or configuration can be restored in every situation.

The client is invited to regularly test independent personal backups.

19. Recommended best practices

The client is strongly advised to keep at least one backup independent from the hosting service, store a copy on an external medium or separate service, make a backup before any major change, regularly verify that backups are usable, retain access to the website, CMS, registrar and tools, keep the website updated, avoid unreliable plugins, themes or scripts, use strong passwords and document important configurations.

20. Liability

Hostchilipepper implements reasonable means to ensure service security and continuity.

However, unless specifically agreed in writing, Hostchilipepper cannot be held liable for data loss where the client did not keep personal backups, the data was not included in the backed-up scope, the available backup is corrupted or unusable, the retention period has expired, or the loss results from client error, compromise, a vulnerable plugin, theme, script or CMS, a third-party provider, unpaid invoice, suspension, expiration or termination.

For professional clients, any liability of Hostchilipepper is limited under the conditions set out in the Terms and Conditions of Sale and Use.

Legal information

Information relating to the publisher, the administrative holder of the host.nc domain name, the HOST.NC partner and support, and the referenced .NC manager is available in the Legal Notice.

22. Changes to the policy

Hostchilipepper reserves the right to modify this Backup and Restoration Policy in order to adapt it to changes in services, infrastructure, backup tools, offers, technical constraints or applicable regulations.

The applicable version is the version published on host.nc on the date of consultation.

23. Contact

For any question relating to backups or a restoration request, the client may contact:

Additional legal information is available in the Legal Notice.