Cookies are small pieces of text dropped on your browser when you visit a website, email, advertisement, or other online service that store information. Pixels (also known as web beacons) are pieces of code embedded in a website, email, application, advertisement, or other online service that send information about your use to a server. There are various types of pixels, including image pixels (which are small graphic images) and JavaScript pixels (which contain JavaScript code). When you access a location that contains a pixel, the pixel may drop or read cookies on your browser. We also use other technologies, such as software development kits, for similar purposes. In this Cookie Statement, we hereafter refer to all of these technologies as "cookies."

We use cookies to provide, protect, and improve our products and services, such as by personalising content, understanding user behaviour, and providing a safer experience. We also use cookies to provide you with personalised advertisements, including on third-party websites and applications, and to determine the effectiveness of our promotional campaigns. We describe below the various types of cookies we use and the purposes they perform. Please note that the specific cookies we may use vary depending on the specific websites and services you use.

Essential cookies: These cookies are strictly necessary to provide you with our websites and services and to enable essential features, such as providing shopping cart or product application functionality. If you disable these cookies, we will not be able to fulfil your requests.

Performance and functionality cookies: These cookies collect information about how you use our websites and services and allow us to remember the choices you make while browsing. The information these cookies collect allows us to optimise our websites and make them easier for you to use, and it does not personally identify you. If you disable or opt out of these cookies, you may not be able to use certain features of our websites, applications, and services, and it may reduce the support or information that we can provide you.

Analytics and customisation cookies: These cookies collect information we use in aggregate form to help us understand how our websites, applications, and services are being used and how effective our marketing campaigns are, and to help us customise our websites. If you disable or opt out of these cookies, you may not be able to use certain features of our websites, applications, and services, and it may reduce the support or information that we can provide you.

Advertising cookies: These cookies collect information about your browsing or shopping history and are used to make advertising messages more relevant to you. They perform functions like preventing the same advertisement from continuously reappearing, ensuring that advertisements are properly displayed, and in some cases selecting advertisements that are based on your interests. We may share this information with third parties to help create and deliver advertising personalised to you and your interests. If you disable or opt out of these cookies, you may not be able to use certain features of our websites, applications, and services, and it may reduce the support or information that we can provide you.

Social networking cookies: These cookies are used to enable you to share pages and content on our websites and services through third-party social networking and other websites. These cookies may also be used for advertising purposes.

You may also encounter cookies on our websites, applications, and services that are placed by third parties. For example, when you buy our products online, our e-commerce vendor may use cookies and other technologies. We may also allow third parties to place cookies on our websites to track information about your online activities and/or across third-party sites or online services, including to send you targeted advertisements based on that information, which may include the remarketing of our products and services that you have viewed on our websites and on third-party websites. This Cookie Statement does not apply to the cookies, applications, technologies, or websites that are owned and/or operated by third parties, or such third parties' practices, even if they use or access our technology to store or collect information.

We utilise third-party service providers to deliver advertising on our sites and to serve ads on third-party sites. This enables us to direct advertisements to you for products and services in which you might be interested (interest-based ads). We respect the ad industries' Self-Regulatory Principles for Online Behavioural Advertising ("Principles"), and work with third-party service providers who participate in the Principles. Opting out only means that the selected participants should no longer deliver certain targeted ads to you, but does not mean you will no longer receive any targeted ads (e.g., in connection with the participants' other customers or from other technology services).

In addition, your browser or device may offer settings that allow you to choose whether browser cookies are set and to delete them. For more information about these controls and to exercise your cookie preferences, visit your browser or device's help material. If you choose to reject cookies, as noted above, you may not be able to use certain features of our websites and services. Please note that your opt-out generally will only apply to the specific browser or device from which you opt-out, and may reset if you delete your browser cookies or change your settings.

The purpose of this privacy policy is to inform visitors to our website and our customers of the personal information that we will collect, the reasons for the collection, and how the information will be processed. We are committed to complying with the data privacy legislation and laws applicable to our services and business practices and therefore will take all reasonable measures to ensure that your personal information is processed lawfully, is kept confidential and secure, and that we only keep the data for as long as we are obliged by law or have a legitimate business interest to do so.

[2.1] Visitors to our website:

When you visit websites hosted by us, we will record your visit; collect IP addresses and information about your operating system and the type of browser you use for the purposes of network/system administration; to report aggregate information to our advertisers, and to audit the use of our site. This data however will not be used to identify individual users who will at all times remain anonymous. We collect this non-identifying data by using "cookie technology". A cookie is a data file that sits on your computer hard disk. The cookie is placed there by a remote web server that you have visited using a browser like Google™ or Internet Explorer™. It is used to identify visitors during web interactions with a website and contains data parameters that allow the remote HTML server to keep a record of who you are, and what actions you take at the remote website. You have the option to disable the cookie function in your browser, but will be restricted from accessing many sites as a result.

[2.2] Subscription to services and products:

Identifiable personal information will be collected when you purchase products or services from us, use our website for a transaction, or sign-up for a subscription service. This information is used to provide the products and services to you as contracted, to generate and issue invoices for payment, and to inform you of any changes or actions that may impact these products or services for which you have contracted or subscribed, including your account status and changes to the terms and conditions of our products and services. Rackzar is a provider of services of certain suppliers and when you contract for these products and services, we may be obliged to share your personal information with these suppliers. We undertake to obtain a commitment from these suppliers to keep your personal information confidential and to only use it for the purpose of providing the service or products. However, we do not accept liability if these suppliers breach these undertakings.

[2.3] Correspondence:

Any information collected from you through correspondence with us, whether via e-mail, telephonically, or by written letter, will only be used to address the matters within that correspondence. If this requires referring such correspondence within Rackzar or to a third party to ensure customer service, your personal information will only be disclosed to the point necessary to address your query or concerns and will otherwise be kept confidential.

[2.4] Promotional activities:

Rackzar may on occasion use your personal information to contact you about promotional offers; advise you of matters relevant to service provision and in some cases solicit your feedback. We will provide you with an option within every communication to opt out of receiving any communications of this nature or you can contact our customer services representatives to ensure that you do not receive such promotional information.

[2.5] Other uses:

In most cases, we collect this information to ensure network integrity and that we continue to provide you with the most relevant content and best possible service that suits your needs. In some cases, we are required by law to collect personal information about customers. Except where the law requires otherwise, we undertake to protect the confidentiality of such data. We may also combine information about you that we have with information we obtain from our business partners or affiliates. Rackzar collects and shares aggregated user data with business partners, sponsors, or other third parties for the purposes of developing content and ensuring relevant advertising and content. Such user data will never be used to identify individual users. These business partners and affiliated companies do not have any independent right to share this information.

[3.1] We undertake to apply all reasonable measures to protect the confidentiality of our customers and users including all personal information supplied in the course of contracting with us for services and products. We undertake not to sell your personal information to third parties for commercial or marketing purposes.

[3.2] We implement a variety of security measures to maintain the safety of your personal information when you enter into a transaction, submit, or access your personal information and to prevent unauthorised access to or destruction of your personal information. We offer the use of a secure server. All supplied payment information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our payment gateway provider's database only to be accessible by those authorised with special access rights to such systems. After a transaction, your private information (credit cards, identity numbers, financials, etc.) will not be stored on our servers.

[3.3] Should any of our databases be compromised with the result that your personal information has been unlawfully disclosed, we will advise you via e-mail or with a notice on our website and advise you on the steps that you may take to protect your personal information.

[3.4] We only retain and store your personal information for as long as we are required by law or to serve our legitimate business interests. When these reasons no longer apply, we will delete your personal information in a responsible and secure manner.

[3.5] We rely on our customers to provide us with their updated personal information. In order to avoid any interruption in service or disputes regarding payment, please send us your updated information, including banking details, e-mail and physical addresses, and telephone numbers, as soon as it changes. You may contact us to confirm which of your personal information we store and whether it is accurate and complete.

Rackzar's websites contain many links to sites that belong to third parties unrelated to us. Rackzar will not accept liability for any use of your personal information arising from you disclosing such personal information on third-party sites. Rackzar cannot protect any information you may disclose on these sites and recommends that you review the privacy policy statements of those sites you visit.

Rackzar will not enter into a service subscription contract with a minor unless such minor has explicit written consent from a parent or guardian to do so. Rackzar undertakes not to contact minors about promotional offers or for marketing purposes without parental consent.

[6.1] Rackzar reserves the right to disclose information about customers where required in good faith, to do so by law or to exercise our legal rights or defend ourselves against legal claims.

[6.2] Rackzar further reserves the right to share information with law enforcement to investigate or prevent illegal activities being committed over our network.

[6.3] Rackzar reserves our rights to disclose your personal information where you have given us express consent to do so.

[6.4] Rackzar reserves the right to monitor user and network traffic for site security purposes and prevent any unauthorised attempts to tamper with our site or cause damage to our property.

[7.1] Rackzar reserves the right to make changes to this Privacy Policy or update it from time to time. Where a major change is made, customers will be informed through a notice on our website. Customers and website visitors bear the responsibility to ensure that they have read the changes or updates as the case may be.

[7.2] If there are any questions regarding this privacy policy you may contact us via our contact us page.

This Manual is published in terms of Section 51 of the Promotion of Access to Information Act, 2000 (Act No. 2 of 2000) ("the Act"). The Act gives effect to the provisions of Section 32 of the Constitution, which provides for the right of access to information held by the State and to information held by another person that is required for the exercise and/or protection of any right. The reference to any information in addition to that specifically required in terms of Section 51 of the Act does not create any right or entitlement (contractual or otherwise) to receive such information, other than in terms of the Act.

Rackzar (Pty) Ltd. provides hosting services, in both the corporate and home market. Rackzar (Pty) Ltd. supports the constitutional right of access to information, and we are committed to providing you access to our records in accordance with the provisions of the Act, the confidentiality we owe third parties, and the principles of South African law.

A copy of this Manual is available by sending a request for a copy to the Information Officer by email. The Manual may also be obtained from the South African Human Rights Commission ("SAHRC") at the addresses set out below. This Manual will be updated from time to time, as and when required.

Requests for access to records must be made to our Information Officer at the address or electronic mail address provided for below, from the SAHRC website (www.sahrc.org.za) or the Department of Justice and Constitutional Development (www.doj.gov.za) (under "regulations"). The requester must provide sufficient detail on the request to enable the Information Officer to identify the record and the requester. The requester should also indicate which form of access is required and indicate if he or she wishes to be informed in any other manner and state the necessary particulars to be so informed.

The requester must identify the right that he or she is seeking to exercise or protect and provide an explanation of why the requested record is required for the exercise or protection of that right. If a request is made on behalf of a person, the requester must then submit proof of the capacity in which the requester is making the request to the satisfaction of the Information Officer of Rackzar (Pty) Ltd. Kindly note that all requests to Rackzar (Pty) Ltd. will be evaluated and considered in accordance with the Act. Publication of this manual and describing the categories and subject matter of information held by Rackzar (Pty) Ltd. does not give rise to any rights (in contract or otherwise) to access such information or records except in terms of the Act.

Contact Details
Name of Private Body: Rackzar (PTY) Ltd
Designated Information Officer: Randall Plaatjies
Email address of Information Officer: popi@rackzar.com
Postal Address:
The Epic Industrial Park, 39 Berkley Rd, Ndabeni, 7405, Cape Town, South Africa Street Address:
The Epic Industrial Park, 39 Berkley Rd, Ndabeni, 7405, Cape Town, South Africa Phone Number: +27 87 550 1553

Please direct any queries to: The South African Human Rights Commission: PAIA Unit
The Research and Documentation Department
Postal address: Private Bag 2700, Houghton, 2041
Telephone: +27 11 484-8300
Fax: +27 11 484-0582
Website: www.sahrc.org.za
Email: paia@sahrc.org.za

Rackzar (Pty) Ltd. has not published a notice in terms of Section 52(2) of the Act, however, it should be noted that the information relating to Rackzar (Pty) Ltd. and its services is freely available on Rackzar (Pty) Ltd.'s website. Certain other information relating to Rackzar (Pty) Ltd. is also made available on such website from time to time. Further information in the form of marketing brochures, advertising material, and other public communication is made available from time to time.

Records Available in Terms of Other Legislation Section 51 (1)(d)
Information is available in terms of the following legislation, if and where applicable:

• Basic Conditions of Employment No. 75 of 1997
• Closed Corporation Act No. 69 of 1984
• Companies Act 61 of 1973
• Electronic Communications and Transactions Act 25 of 2002
• Labour Relations Act 66 of 1995
• Promotion of Access to Information Act No. 2 of 2000
• Regional Services Councils Act No. 109 of 1985
• Skills Development Levies Act No. 9 of 1999
• Skills Development Act No. 97 of 1998
• Unemployment Contributions Act No. 4 of 2002
• Unemployment Insurance Act No. 63 of 2001
• Value Added Tax Act No. 89 of 1991

The latest notice regarding the categories of records of the body, which are available without a person having to request access in terms of this Act in terms of section 52(2) Section 51(1)(c)

Records Held By Rackzar (PTY) Ltd.
The Rackzar (Pty) Ltd. maintains records on the following categories and subject matters. However, please note that recording a category or subject matter in this manual does not imply that a request for access to such records would be honoured. All requests for access will be evaluated on a case-by-case basis in accordance with the provisions of the Act.

Internal Records

• Memorandum and Articles of Association
• Financial records
• Operational records
• Intellectual property
• Marketing records
• Product records
• Statutory records
• Internal policies and procedures

Personnel Records

Personnel refers to any person who works for or provides services to or on behalf of Rackzar (Pty) Ltd. and receives or is entitled to receive any remuneration and any other person who assists in carrying out or conducting the business of Rackzar (Pty) Ltd. This includes, without limitation, directors, executive directors, non-executive directors, all permanent, temporary, and part-time staff as well as contract workers.

• Any personal records provided to Rackzar (Pty) Ltd. by their personnel
• Any records a third party has provided to Rackzar (Pty) Ltd. about any of their personnel
• Conditions of employment and other personnel-related contractual and legal records
• Internal evaluation records
• Other internal records and correspondence

Customer Records

Please be aware that Rackzar (Pty) Ltd. is very concerned about protecting the confidential information of its customers. Please motivate any request for customer information very carefully, having regard to Sections 63 to 67 of the Act.

• Any records a customer has provided to Rackzar (Pty) Ltd. or a third party acting for or on behalf of Rackzar (Pty) Ltd.
• Customer needs assessments
• Personal records of customers
• Credit information and other research conducted in respect of customers
• Any records a third party has provided to Rackzar (Pty) Ltd. about customers
• Confidential, privileged, contractual and legal records of customers
• Customer evaluation records
• Records generated by or within Rackzar (Pty) Ltd. pertaining to customers, including transactional records

Technical Records

Technical records generated by, or within Rackzar (Pty) Ltd. pertaining to customers.

Other Parties

Records are kept in respect of other parties, including without limitation contractors, suppliers, joint ventures, service providers, and general market conditions. In addition, such other parties may possess records, which can be said to belong to Rackzar (Pty) Ltd.

• Personnel, customer, or Rackzar (Pty) Ltd. records which are held by another party as opposed to being held by Rackzar (Pty) Ltd.
• Records held by Rackzar (Pty) Ltd. pertaining to other parties, including financial records, correspondence, contractual records, electronic mail, logs, cached information, records provided by the other party, and records third parties have provided about the contractors/suppliers or customer

Other Records

• Information relating to Rackzar (Pty) Ltd. own commercial activities
• Research carried out on behalf of a client by Rackzar (Pty) Ltd. or commissioned from a third party for a customer
• Research information belonging to Rackzar (Pty) Ltd., whether carried out itself or commissioned from a third party

This AUP forms part of the agreement applicable to all services and products offered by Rackzar and contracted for by customers to ensure compliance with the relevant laws of South Africa and protect Rackzar's network, its services and products, customers, and the internet community as a whole from improper and/or illegal activity. This AUP describes the conduct and practices that Rackzar regards as unacceptable on the part of the customer and/or visitor to our website and use of services and explains the rights that Rackzar has to respond to such unacceptable conduct and practices. Please take the time to review this AUP, as all service and product agreements will be subject to the provisions of this AUP. By accessing our website, or using our services and products, you agree to be bound without limitation or qualification to the rules, terms, and conditions as set out in this AUP.

Rackzar prohibits any use of its services and products for unlawful purposes and activities, including the transmission, distribution, and storage of any material or content using Rackzar's network that transgresses, violates, or is in non-compliance with any laws of South Africa, including, but not limited to:

• Defame, abuse, stalk, harass, or physically threaten any individual in South Africa or beyond its borders; including any attempt to link to, post, transmit, or otherwise distribute any inappropriate or defamatory material;
• Any transmission or distribution of pirated or illegal software, video, and/or voice content that constitutes infringement of intellectual property rights and copyright laws, including materials protected by local and international copyright and trademarks;
• Any effort to collect personal data of third parties without their consent or contrary to the applicable data privacy laws;
• Any violation of South African and international laws prohibiting child pornography, obscenity, discrimination (including racial, gender, or religious slurs), hate speech, speech designed to incite violence, intimidation, or hatred and exchange control;
• Sending of unsolicited mail is prohibited, including the distributing, advertising, or promoting products or software or services that have the primary purpose of encouraging or facilitating unsolicited commercial email or spam. Rackzar reserves the right to suspend a service due to spam or unlawful activity. A reactivation may be applicable;
• The use of Rackzar's services, equipment, and products to circumvent the user authentication or security of any host, network, or account;
• Any attempt to breach the security of another customer or attempt to gain access to any other person's computer, software, or data without the knowledge and consent of such person;
• Any activity that threatens to disrupt or impact the services offered by Rackzar through denial of service attacks "DDOS", flooding of a network, overloading a service, or any unauthorised probes/scanning of other networks;
• Use of services/applications with known vulnerabilities and weaknesses resulting in any traffic amplification attacks, including recursive DNS attacks and SMTP relay attacks.
• Excessive bandwidth usage that significantly impacts other customers.
• Resource-intensive processes designed to consume maximum available capacity usage that significantly impacts other customers.
• Running of inefficient applications, infinite loops, or deliberate resource exhaustion.

The following restrictions apply to all VPS services unless a specific plan or written agreement expressly permits otherwise:

Cryptocurrency and Computational Abuse

• Cryptocurrency mining on VPS or other shared service plans is prohibited unless expressly permitted under a specific plan or written agreement;
• CPU mining, POS validation, or the deployment of specialised mining software is prohibited;
• Participation in mining pools using shared computing resources or bandwidth is prohibited;
• Blockchain validation, consensus participation, or misuse of distributed computing resources is prohibited;
• Unauthorised use of computational resources for profit generating activities is prohibited.

Excessive Resource Consumption

• CPU, memory, storage, or network usage that significantly affects other customers is prohibited;
• Resource intensive processes designed to consume the maximum available capacity are prohibited;
• Inefficient applications, infinite loops, or deliberate resource exhaustion are prohibited;
• Storing excessive quantities of inactive, redundant, or unnecessary data is prohibited;
• Fork bombs, uncontrolled process multiplication, or system resource exhaustion attacks are prohibited;
• A VPS may not repeatedly spike or continuously pin its allocated CPU resources at 100 per cent for an extended period;
• Any VPS that exceeds an average CPU utilisation of 50 per cent over any continuous 24 hour period may be considered to be making excessive use of shared resources.

Service and Platform Abuse

• Creating multiple accounts to circumvent resource limits or usage restrictions is prohibited;
• Reselling services without proper authorisation or the required licensing agreements is prohibited;
• Automated abuse of free trials, promotional offers, or service credits is prohibited;
• Violating service specific usage quotas, rate limits, or fair use policies is prohibited;
• Circumventing security measures, access controls, or usage monitoring is prohibited.

Rackzar may require a customer to reduce resource usage, upgrade to a more suitable service, or suspend the affected VPS where continued usage threatens platform stability or the performance of other customers.

To ensure fair and optimal utilisation of our Server and Colocation offering, certain services are not permitted without prior consultation. Examples of prohibited services include, but are not limited to:

• Public Mirroring Services: Hosting public mirroring services that provide general public access to large-scale file repositories or data archives is not allowed;
• Bandwidth/Network Reselling: The resale of bandwidth and/or network capacity as internet access to end-users is prohibited.

Running websites or services that are primarily designed to drive or redirect traffic from one network to another is strictly prohibited. The following are specific examples of prohibited activities within this category:

• Public gaming servers or gaming services of any kind are not permitted on our network, as these services are frequently targeted by DDoS attacks and may negatively impact network stability and other customers;
• TOR Exit Nodes: Hosting TOR (The Onion Router) exit nodes on our servers or colocation services is not allowed. TOR exit nodes can be used to anonymise traffic, but their operation can also lead to potential misuse, abuse, and legal issues. As a result, we do not permit the hosting of TOR exit nodes;
• VPN Servers: Running VPN (Virtual Private Network) servers that facilitate the redirection of internet traffic from one location to another is not permitted. While VPNs serve legitimate purposes like ensuring online privacy and security, unauthorised use or misuse of VPN services can compromise our network's integrity and lead to potential abuse;
• Proxy Tunnels: Hosting proxy tunnels that enable users to route their web traffic through our network to access restricted content or bypass security measures is not allowed. Such activities can have severe consequences, including potential legal ramifications and damage to our network reputation;
• Socks Proxy: Running Socks proxies, which are designed to enable network traffic redirection and tunnelling, is also prohibited. Similar to other traffic redirection methods, Socks proxies can be misused for illicit activities, impacting the stability and security of our services;
• Dedicated Software Firewall Distributions: Hosting dedicated software firewall distributions such as Untangle, pfSense, or similar solutions with the primary intent of traffic redirection is not allowed. While these firewall distributions serve legitimate purposes in enhancing network security, their use for traffic redirection can adversely affect our network's performance and integrity.

If you have a valid use case for any of the prohibited services mentioned above, we encourage you to contact our support team for prior consultation and approval.

IP address reputation is not guaranteed as part of any VPS, dedicated server, colocation or hosting service.

While Rackzar makes reasonable efforts to provide clean and usable IP address space, IP reputation may be affected by factors outside of Rackzar's control. This includes previous IP usage, third party blacklist policies, customer activity, email sending behaviour, malware, compromised services and external reputation scoring systems.

Customers remain responsible for ensuring that any services hosted on assigned IP addresses are properly secured, configured and operated in accordance with Rackzar's Acceptable Use Policy, General Terms and Conditions and any other applicable service terms.

Rackzar does not guarantee email deliverability from any directly assigned server IP address. Customers who intend to send email are strongly encouraged to use a reputable outbound SMTP relay service and to ensure that SPF, DKIM, DMARC and reverse DNS are correctly configured.

Where an IP address is listed on a third party reputation or blacklist service, Rackzar may, at its discretion, provide basic guidance or reassign an IP address where suitable address space is available. However, delisting requests, reputation repair and ongoing email deliverability management remain the responsibility of the customer and cannot be guaranteed by Rackzar.

Continued abuse, spam complaints, malware activity or reputation related incidents may result in service suspension or termination in accordance with Rackzar's Acceptable Use Policy.

Rackzar reserves the right in its sole discretion to determine what constitutes a violation of this AUP, provided that such decisions will be taken in line with the applicable legislation concerning the protection of consumer rights in force at the time, as applicable.

In order to enable Rackzar to investigate adherence to this AUP by customers and their users and upon receipt of a complaint, or having become aware of an incident, Rackzar reserves the right to take any of the following steps in strict accordance with Rackzar's Privacy Policy and the laws of South Africa:

• Examine customers' mail servers to confirm that mails are not being sent from such mail servers through public relay, and the results of such checks can be made available to the customer;
• Block and/or intercept any incoming or outgoing electronic mail sent to or from Rackzar's network or through the use of any services provided by Rackzar to the customer should such electronic mail be identified as possible spam or be in contravention of Rackzar's AUP;
• If such violation is suspected to be a criminal offence, Rackzar may notify the appropriate law enforcement department of such violation and provide them with all such necessary information and records, as required by law;
• Suspend or cancel the client's service(s) and withhold any refund or account credit.

Rackzar is required in terms of the Regulation of Interception and Provision of Communication-related Information Act 17 of 2003 to intercept communications. Any interception of communications shall be done strictly in accordance with the requirements of this Act, as and when required by this Act.

Rackzar reserves the right to make changes to this AUP or update it from time to time. Where a major change is made, customers will be informed through a notice on our website. Customers and website visitors bear the responsibility to ensure that they have read the changes or updates as the case may be. If there are any questions regarding this Acceptable Use Policy, you may contact us using the information below:
E-mail: support@rackzar.com
Street address: The Epic Industrial Park, 39 Berkley Rd, Ndabeni, 7405, Cape Town, South Africa
Website: https://www.rackzar.com

In order for Rackzar to thoroughly investigate the complaint and take appropriate action, all complaints must be in writing, sent via e-mail, and contain as much information as possible, including, but not limited to:

• Origin of abuse or offence, including the website, full mail headers,
  relevant log files and any data that may assist us.
• Any contact details for the source of the complaint.
• An explanation why the incident is considered to be an offence under local laws.

Anonymous complaints are strongly discouraged. Rackzar urges complainants to supply their name and contact details as such information will not be released, except where required by law enforcement. Anonymous complaints will however be acted upon as long as sufficient detail as outlined above is supplied.

Rackzar has a procedure in place for the notice and take-down of illegal material.
In compliance with section 77 of the Electronic Communications and Transactions Act
(No. 25 of 2002), Rackzar will handle this process and can be reached at +27 87-550-1553 or abuse@rackzar.com.

This policy outlines the security controls, privacy principles and operational practices applied to Rackzar hosting services. It describes how customer data is protected at the infrastructure level and clarifies the shared responsibility model between the service provider and the customer.

This section applies to all VPS services delivered on shared virtualisation platforms operated by Rackzar. It covers physical infrastructure, virtualisation layers and platform-level management systems. This policy does not apply to software or configurations installed inside the virtual machine by the customer unless specifically agreed under a managed services agreement.

[2.1] Physical Data Centre Security

VPS infrastructure is hosted within enterprise-grade data centres with continuous on-site security, CCTV surveillance, biometric and access-controlled entry zones, environmental monitoring, fire suppression systems, redundant power systems with UPS and generator backup and secure perimeter design. Physical access to infrastructure is strictly controlled and limited to authorised engineers only.

[2.2] Hypervisor and Platform Security

Industry-standard virtualisation platforms are used and configured according to security best practices. This includes strong isolation between customer virtual machines, secure configuration of hypervisors, host-level patching and maintenance schedules, controlled access to management interfaces, segmented management networks and continuous monitoring of host health and stability. Customer virtual machines remain isolated from other tenants and cannot access or interfere with other systems on the same host.

[2.3] Network Security

At the infrastructure layer, protections include DDoS mitigation, firewalling, traffic filtering, network monitoring and alerting. Customers are responsible for configuring host-level firewalls inside their virtual machine, securing exposed services and ports, applying operating system updates and deploying endpoint protection as required.

Customer data stored within a virtual server is private and inaccessible to other tenants. Rackzar does not access customer data unless explicitly authorised, does not inspect customer files, databases or email content and does not monitor guest operating systems beyond infrastructure health indicators. Customer data remains the legal and operational property of the customer at all times.

Administrative access to infrastructure systems is controlled using role-based permissions, strong authentication, activity logging and separation of administrative duties. Customer credentials are managed exclusively by the customer and remain their responsibility.

Customers are responsible for encryption within their virtual machine. The service provider secures management plane communications and supports encrypted access technologies. Customers are encouraged to encrypt sensitive data and secure network traffic where appropriate.

Monitoring is performed at an infrastructure level and includes host availability, system health, resource utilisation and network uptime. Customer application content or data is not logged, analysed or inspected.

Redundancy is provided at the infrastructure level. Unless an optional backup service is purchased, customers remain responsible for creating and maintaining backups of their data. Restoration of customer data is not guaranteed unless covered by a contracted backup or disaster recovery service.

Operations comply with applicable privacy regulations, including POPIA. Customer data is only disclosed when legally required, under lawful request, to protect the integrity of infrastructure or with customer authorisation.

The service provider is responsible for physical security, hypervisor security, platform reliability and network integrity. Customers are responsible for operating system security, application security, user access control, data protection and backup configuration inside their virtual environment.

This policy applies only to VPS infrastructure and does not guarantee protection against vulnerabilities introduced by customer software, weak passwords, misconfiguration, insecure applications or malware introduced within the virtual machine by the customer.

This section applies to all shared hosting services provided by Rackzar. It covers physical data centre facilities, server infrastructure, hosting platforms and network systems. It does not apply to applications, websites or software developed or installed by the customer unless specifically agreed under a managed services agreement.

[2.1] Physical Data Centre Security

Shared hosting servers are deployed in enterprise-grade data centres with continuous security monitoring, controlled physical access, CCTV surveillance, fire suppression systems, power redundancy and environmental controls. Physical access to hosting infrastructure is restricted to authorised Rackzar engineers only.

[2.2] Server and Platform Security

Shared hosting servers are maintained using secure operating system configurations, regular patching schedules and service hardening standards. Rackzar manages the underlying operating system, web services, control panels and server software. Customers are hosted in isolated user environments and cannot access other accounts or system-level resources.

[2.3] Network Security

Network protections include firewalling, traffic filtering, intrusion protection and denial-of-service mitigation mechanisms. While Rackzar secures the platform itself, customers remain responsible for securing their applications and websites including protecting login credentials, permissions, scripts and web forms.

Customer data stored on shared hosting platforms remains private and inaccessible to other customers. Rackzar does not inspect website content, email contents or databases unless authorised by the customer or required for support, maintenance or legal compliance. Customer data remains the legal property of the customer at all times.

Administrative access to hosting systems is controlled through secure authentication, role separation and logging. Customer access is managed using account credentials and control panel authentication. Customers are responsible for protecting passwords, enabling security features and controlling access to website files and email accounts.

Customers are responsible for securing their own applications and data encryption where required. Rackzar supports encrypted access through secure protocols such as HTTPS and encourages customers to implement SSL certificates for their websites and secure mail transport where applicable.

Rackzar performs infrastructure-level monitoring to maintain platform stability, availability and performance. This includes server health, uptime, resource utilisation and system alerts. Customer content and application activity are not inspected beyond what is necessary for security and platform operation.

Shared hosting platforms are protected against hardware failure through redundant infrastructure. Unless an optional backup service is purchased, customers are responsible for maintaining backups of their website and email data. Restoration of application-level data is not guaranteed without a contracted backup service.

Rackzar complies with applicable privacy laws including POPIA. Customer data will be disclosed only where required by law, in response to valid legal requests, to protect infrastructure integrity or when authorised by the customer.

Rackzar is responsible for physical security, server infrastructure, operating system maintenance, platform security and network availability. Customers are responsible for website security, application updates, password management, data protection and content integrity.

This policy does not protect against security incidents arising from weak passwords, vulnerable scripts, outdated applications, compromised websites or customer actions that expose data. Rackzar is not responsible for issues resulting from customer configuration or third-party software vulnerabilities.

This section applies to all dedicated server services provided by Rackzar. It covers physical hardware, data centre facilities, networking systems and access controls. It does not cover operating system configuration, application security or internal system management unless included under a managed services agreement.

[2.1] Physical Data Centre Security

Dedicated servers are hosted within enterprise data centres secured through access control systems, surveillance, environmental regulation, fire detection and suppression, redundant power provisioning and 24x7 monitoring. Physical access to server environments is restricted to authorised personnel only.

[2.2] Server Hardware Security

Server hardware is installed in secured rack environments and managed by trained engineers. Equipment is provisioned, maintained and decommissioned according to documented procedures to prevent unauthorised access and data exposure. Hardware failures are addressed through controlled replacement processes.

[2.3] Network Security

Network protections include controlled routing, firewall systems and DDoS mitigation. Customers have isolation at the physical host level but remain responsible for configuring operating system firewalls and securing exposed services.

Customer data contained on dedicated servers remains private and is not accessed without authorisation. Rackzar does not inspect customer data, application content or communications unless required for troubleshooting, lawful request or customer-approved maintenance. Customer data remains the ownership of the customer at all times.

Administrative access to server infrastructure and facility management systems is controlled using authentication systems, access control policies and logging mechanisms. Customer access is managed by credentials and authentication methods configured by the customer. Customers are responsible for protecting private keys, passwords and user access inside their environment.

Customers are responsible for implementing encryption at the operating system and application level. Rackzar secures management connections and recommends the use of encrypted protocols for administration and data transfer.

Infrastructure-level monitoring includes server health, power status, network connectivity and environmental conditions. Customer data is not inspected or logged. Service monitoring does not include application-level inspection unless contracted separately.

Dedicated server services do not include data backup unless a backup solution is purchased. Customers are responsible for implementing backup and disaster recovery solutions. Hardware-level redundancy does not guarantee application-level data protection.

Rackzar adheres to applicable privacy and data protection regulations including POPIA. Customer data is disclosed only where required by law, under lawful requests or to protect infrastructure from security threats.

Rackzar is responsible for physical security, hardware integrity, network availability and infrastructure maintenance. Customers are responsible for operating system security, software configuration, access control, encryption and data protection.

This policy does not protect against vulnerabilities introduced by customer software, insecure configurations or compromised credentials. Rackzar is not liable for security incidents caused by customer-side misconfiguration or malicious activity.

This policy may be updated periodically to reflect operational improvements, regulatory changes or security enhancements.

Contact Information
For privacy and security enquiries, please log a request through the Rackzar client portal or contact us at: Website: https://www.rackzar.com/contact