Certain person(s) have been attending Stelivo servers pretending to be employees of Stelivo and gaining administration access. On the rare occasion an employee connects to a customers server the employee's hostname will be *.stelivo.com, If they do not have this hostname report them immediately.

Stelivo.com is not responsible for the content of it's leased chat servers. The contact information for each servers owner can be found on the chat server. Stelivo has a policy and will review the websites or nature of each chat it hosts.

Authorization to amend server settings

The support team will only respond to the direct owner the chat, the chat server owner will need to inform Stelivo employees if they wish to nominate another person to make server changes.

Frequent Attacks or Threats

A customers server is eligible for one IP transfer if the server is under persistent attack. If the customer needs to be moved again the fee is $10. It is not an issue for Stelivo the crowed customers attract and the trouble that comes with it. Frequent and successful attacks can result in the server being terminated permanently with no refund.

Killed Servers / Server Takeovers

To date, Stelivo has taken care of any malicious exploits in the chat software, individuals can only gain the status to use the /die command on a chat server through the mistakes and bad judgement of an administrator. It is the owners responsibility to ensure his or her chat is safe. If the chat server has been disabled and requires amendments for it to run properly again there is a reactivation fee of $10. If a person has mass flooded our databases by performing mass klines, mass administrating or mass registering users or chat rooms, the fee is $20.

Late Payment

Our method of payment is PayPal subscription buttons, this is to avoid late payments. PayPal will automatically bill the customer when the time comes to pay for the service. On the day of payment, if the PayPal subscription fails or if Stelivo does not recieve funds the customers chat server will enter a redemption grace period where it will be taken offline. If on the 2nd attempt we make to bill your account (3 Days after the first failed attempt) the chat server will require a $40 reactivation fee. Databases are removed 1 month after the chat server is canceled.

Refunds

As mentioned above, Stelivo uses PayPal subscriptions buttons, in only rare circumstances will Stelivo account for refunds. If you have forgotten to cancel your subscription through your PayPal account or if you decide to cancel your service early, you will not be eligible for a refund. If for unplanned reasons your chat server is offline for more than 24 hours the customer is entitled to a parcial refund providing the reason for downtime is within our control.

eCheques and Uncleared Payments

In the past, servers and services have been setup to customers after receiving uncleared eCheque payment only to fail between 5 and 9 days later, because of this Stelivo will not act on maintaining, setting up or configuring a chat server until the payment has cleared and we have confirmed the funds are in our account.

Termination of Service

Stelivo reserves the right to terminate any chat service if Stelivo is under direct threat or constant attack because of the actions of the customer. Stelivo will also terminate a chat service if the guidelines on this page are not practiced.

Spam (Illegal Advertising)

Stelivo is a popular chat site, we got popular because we have a strong link build with most of the world top chat sites. If it can be proved that the owner of a leased chat server provided by Stelivo has advertised or promoted advertising on an affiliate chat site, the leased chat server will be canceled immediately. If a staff member or guest persistently advertises on a Stelivo affiliate site the person who has purchased the Stelivo leased server will be warned, after Three complaints the chat server will be canceled. It is the responsibility of the chat server owner to ensure that your members aren't illegally advertising, we will not deal with individuals the owner will always be held responsible. Advertising directly on the Stelivo chat server will result in the server being deactivated with a $40 reactivation fee.

Bot Netting, IRC Trojans

If a customer is using a Stelivo chat server for hosting or participating in any way with Botnets and IRC Trojans, the customers chat server will be canceled immediately and the owner will be reported to the FBI, Logs and IP addresses will also be surrendered to the authorities. The customer is not eligible for a refund and will be banned from all Stelivo services in the future.

Routine Checking - Accessibility

The Stelivo team routinely check all IRC servers hosted by Stelivo to ensure no illegal activity is taking place. The staff members hostname will be staff.stelivo.com. If you have specific methods of blocking IRC clients on your chat server we advise you code into your blocking script to allow connections from the host *.stelivo.com. If the staff member cannot connect to a customers server due to an IRC block it will be restarted so that the staff member can connect.

Stelivo staff members reserve the right to stay connected to any chat server for unlimited time without providing a reason to the owner, any methods to block the staff member from certain areas of the chat server will be deemed as suspicious and may result in termination of the server without refund.

Customer Information

No information of any customer or user of the chat servers will be resold, duplicated, illegally distributed or provided to any external service or individual.

Support

MSN support is 99% of the time online during scheduled hours. The hours are 8 AM - 5 PM USA (EST) MONDAY - FRIDAY. Stelivo will no longer deal with any issues via MSN outside business hours. Customers are to use the Support Ticket system outside MSN hours, we have a team in different timezones to take care of support issues around the clock. It is possible for you to be banned from the MSN support service if a customer abuses the service with non related conversation and persistent questions outside MSN hours. Under no circumstances does a customer have the right to connect to either of Stelivo's chat servers and request help inside the chat server support rooms. Those chat rooms are for the support of the online chatters.

Saturday, June 28th, 2008, Stelivo MSN support was upgraded to EMERGENCY support only. This means all general questions, server amendments and configuration changes must be presented through the support ticket system.

Ticket System

Our advanced ticket system is equip with a knowledge base, if we feel your question can help someone else your ticket will be submitted into the knowledge base. Customers can expect a nearly instant response from the ticket system, however it can take up to 6 hours to receive our response depending on the timezone the customer is in.

Failure to comply with the TOS will result in a waiver of the SLA.

Revised and amended Wednesday August 27th 8:59 AM 2008