Service Suspension & Retention Policy

This policy explains how Hostry Compute LLC ("Hostry", "we", "us", "our") handles suspension, retention and deletion of services in cases of non-payment or non-renewal.

1. Purpose

This policy explains:

• when services are renewed, suspended and deleted;
• how long data is retained after suspension;
• what the customer can and cannot expect regarding data recovery.

2. Billing Cycle and Due Date

Billing operations are handled by an automated system. Each service has a due date visible in its properties in the Portal.

On the due date the service is either:

• automatically renewed for the next billing term, if payment is successful; or
• suspended, if payment fails or is not made.

The due date is not a grace period.

3. Suspension

When a service is suspended:

• access to the service is disabled;
• service functionality stops;
• data is retained, but is not accessible to the customer until the service is reactivated.

Suspension occurs as part of the automated billing process. The reason for suspension is sent to the email address associated with the account.

4. Reactivation

A suspended service is reactivated once the outstanding balance has been paid in full, provided the retention period in Section 5 has not expired and the suspension was not caused by a violation under Section 6.

Hostry does not guarantee that the same IP addresses will be reassigned on reactivation.

5. Retention Period After Suspension

Where an account remains suspended and the customer neither pays nor contacts Hostry, the services and all associated data are retained for five (5) days from the date of suspension. After that period Hostry may delete all data from the servers with no possibility of restoration.

The period is the same for all services, regardless of the billing cycle. It is short by design: a suspended service continues to occupy the resources allocated to it, and those resources are released once the period expires. Customers who need their data after suspension should reactivate the service under Section 4 or retrieve their data before the period ends.

This period is a maximum. Hostry is not obligated to retain a suspended service for its full duration, and may delete a suspended service earlier where required by law, by an order of a competent authority, or under Section 6.

6. Accelerated Deletion

In cases involving Critical Violations under the Master Service Agreement — child sexual abuse material, botnet activity, terrorism or separatism, phishing, manifest fraud — or spam operations, security incidents or other severe abuse, Hostry may suspend and permanently delete the affected service within twelve (12) hours of suspension. No retention obligation applies in such cases.

Hostry may also immediately delete any service where required by a valid court order, subpoena, warrant or other lawful directive.

7. Deletion and Data Loss

Once a service is deleted:

• where Hostry controls the storage media, all data stored on dedicated server storage media is securely wiped or otherwise rendered permanently irretrievable; where a service is delivered on infrastructure operated by a third-party provider, media sanitisation is carried out under that provider's procedures, which Hostry requires to be no less protective;
• all VPS / VDS disk images, snapshots and associated virtual storage are permanently removed;
• IP addresses are reclaimed and returned to the available address pool, and may later be reassigned to a different service and customer;
• recovery is not possible under any circumstances.

Hostry does not provide data recovery services for deleted resources.

8. Customer Responsibility for Backups

Hostry does not provide automated backups unless explicitly purchased as a separate paid add-on. Customers are solely responsible for:

• implementing and maintaining regular backups;
• verifying backup integrity and recovery procedures;
• storing backups outside the affected service environment;
• ensuring their own business continuity.

9. Domain Names

Domain name registrations follow the lifecycle rules of the relevant registry and registrar, not this policy. Expiry, redemption periods and deletion of domain names are governed by the applicable registry rules, and the periods may differ substantially from those described here. Registered domains are non-refundable.

10. No Exceptions or Manual Extensions

Retention periods and billing operations are automated. Hostry does not guarantee manual extensions, custom grace periods or data preservation beyond the stated limits. Any exception, if granted, is entirely discretionary and does not establish a precedent.

11. Retention of Personal Data

This policy concerns the retention of services and hosted customer data. Retention of the customer's personal data — account records, billing records, security logs — is governed separately by the Privacy Policy.

12. Updates

This policy may be updated to reflect operational or legal changes. The effective date at the top of this page indicates the most recent revision.

13. Contact

Questions about billing, suspension or retention must be submitted through the Portal ticket system.