This policy explains the Terms of Service governing the use of hosted email services, including SmarterMail, Rackspace Email, mailbox storage, spam filtering, email backups, archiving, migrations, and associated email infrastructure services provided by JUCRA Digital SL and High Speed Web Services LLC.
Terms of Service - Hosted Email
Provider: JUCRA Digital SL and High Speed Web Services LLC
Last Updated: 16th May 2026
These Terms apply to all hosted email services supplied by us, including SmarterMail hosted email, Rackspace Email, mailbox storage add-ons, spam filtering, malware filtering, backups, archiving, email migrations, DNS configuration, and related email support services.
For technical support and assistance, please visit our support knowledgebase:
https://www.jucra.com/whmcs/knowledgebase/
Table of Contents
1. Introduction
These Terms of Service form a legally binding agreement between you and:
- High Speed Web Services LLC
- JUCRA Digital SL
Within this document:
- “The Provider”, “we”, “us”, or “our” refers to JUCRA Digital SL and/or High Speed Web Services LLC.
- “Customer”, “you”, or “your” refers to the individual, business, organisation, or authorised user using our hosted email services.
By purchasing, accessing, or using any hosted email service supplied by us, you agree to be bound by these Terms.
2. Hosted Email Services
We provide hosted email services including, but not limited to:
- Email mailbox hosting
- Webmail access
- SMTP, IMAP and POP3 services
- Email aliases and forwarding
- Shared folders and collaboration features
- Spam filtering and malware scanning
- Mailbox storage add-ons
- Email backups and retention services
- Email archiving services
- Email migration assistance
- DNS and email authentication configuration
Hosted email services are provided on a best-effort basis and may depend on third-party software vendors, network providers, datacentre facilities, DNS services, spam filtering systems, and external mail delivery infrastructure.
3. SmarterMail and Rackspace Email
We may provide hosted email services using SmarterMail, Rackspace Email, or another suitable email platform selected by us.
Features, storage limits, webmail interfaces, backup capabilities, migration options, archiving options, and technical behaviour may vary between platforms.
Customers acknowledge that:
- Not all email platforms provide identical features
- Some services may depend on third-party vendor availability
- Platform changes may be made where required for security, performance, commercial, or operational reasons
- We may migrate customers between platforms where necessary
4. Mailbox Licensing and Storage
Hosted email services are licensed on a per-mailbox basis unless otherwise stated in writing.
Example: One email account normally requires one hosted email license.
Mailbox storage limits are determined by the selected service package and any additional storage add-ons purchased by the customer.
Additional storage may be sold in fixed increments depending on the hosted email platform and package purchased.
Customers are responsible for monitoring mailbox usage and ensuring sufficient storage is available.
Important: If a mailbox exceeds its storage allocation, incoming mail may be rejected, mailbox access may be restricted, outbound sending may be disabled, or additional storage may be required.
5. Account Security
Customers are fully responsible for securing their hosted email accounts.
Customer responsibilities include:
- Using strong and unique mailbox passwords
- Keeping devices secure and updated
- Protecting mailbox credentials
- Maintaining anti-virus and endpoint security
- Managing authorised users
- Removing access for former employees or unauthorised users
- Enabling Two-Factor Authentication where available
Important: We strongly recommend enabling Two-Factor Authentication on all hosted email accounts where the platform supports it.
We are not responsible for losses caused by compromised passwords, phishing attacks, infected devices, stolen credentials, weak passwords, or customer-side security failures.
6. Acceptable Use Policy
Customers may not use hosted email services for unlawful, abusive, harmful, or disruptive activity.
Prohibited activities include, but are not limited to:
- Sending unsolicited bulk email or spam
- Phishing or impersonation
- Fraudulent or deceptive email activity
- Malware distribution
- Email harassment or abuse
- Sending mailing lists without recipient consent
- Operating compromised mailboxes
- Using mailboxes for illegal activity
- Activities that damage server reputation or email deliverability
We reserve the right to suspend or terminate hosted email services immediately where abuse is detected.
7. Spam, Abuse and Blacklisting
We actively monitor hosted email infrastructure for spam, compromised accounts, malware transmission, abnormal sending patterns, blacklisting, and suspicious behaviour.
Possible Abuse Actions
- Suspend affected mailboxes
- Disable outbound sending
- Reset passwords
- Restrict SMTP, IMAP or POP3 access
- Suspend domains causing abuse
- Require remediation before reactivation
Customer Responsibilities
- Secure all devices
- Remove malware from computers
- Update email client software
- Stop unauthorised sending
- Use strong passwords
- Respond quickly to abuse reports
Customers remain fully responsible for the actions of their users, devices, passwords, email clients, and internal systems.
8. Email Delivery
Email delivery cannot be guaranteed.
Email delivery may be affected by:
- Recipient spam filters
- DNS issues
- Incorrect MX, SPF, DKIM or DMARC records
- Sender reputation systems
- Recipient server outages
- Internet routing issues
- Third-party blacklists
- Attachment size limits
- Content filtering by the recipient provider
No email provider can guarantee that every email will be delivered, accepted, or placed in the recipient's inbox.
9. Backups and Data Retention
Important: Customers remain solely responsible for maintaining independent backups of important business emails, attachments, contacts, calendars, and mailbox data.
Some hosted email services may include mailbox backup or retention systems depending on the selected service package.
Backups may not be available on all services, may be retained for limited periods only, may not include all data, and may fail without notice.
We do not guarantee the availability, completeness, or recoverability of any mailbox backup, archived email, deleted message, contact, calendar entry, or attachment.
Backup systems should be considered a convenience feature and not a guaranteed disaster recovery solution.
10. Email Archiving
Email archiving services may be available as an optional service or platform feature.
Where email archiving is enabled, retention rules, search capabilities, export options, storage limits, and access controls may vary depending on the email platform and package purchased.
Customers are responsible for:
- Determining whether archiving is required for their business
- Ensuring archive retention settings meet their legal or regulatory needs
- Managing access to archived email
- Reviewing any legal, employment, or compliance obligations
We do not provide legal advice regarding email retention, employee monitoring, compliance rules, or archive retention periods.
11. Email Migration Services
Email migration services are provided on a reasonable-effort basis and may be subject to additional charges.
Migration outcomes may be affected by:
- Source provider limitations
- Mailbox size
- Mailbox corruption
- Incorrect passwords
- Authentication restrictions
- Rate limits
- Folder structure differences
- Third-party platform behaviour
We do not guarantee that all emails, folders, contacts, calendars, rules, signatures, labels, permissions, or metadata will migrate successfully.
Customers remain responsible for verifying migrated data after completion.
12. Support Scope
We provide support for hosted email infrastructure and server-side operation of supported email platforms.
Included Support
- Mailbox creation
- Server-side email settings
- DNS guidance
- Basic webmail access checks
- Spam filtering review
- Mailbox quota checks
May Require Additional Charges
- End-user device setup
- Outlook troubleshooting
- Mobile phone configuration
- Third-party software support
- Complex migrations
- Staff training
General end-user IT support, local device troubleshooting, operating system support, home network troubleshooting, and third-party software training may fall outside normal support scope.
13. Fees, Billing and Payments
Hosted email services are billed in advance unless otherwise agreed in writing.
Failure to make payment by the due date may result in:
- Service suspension
- Mailbox access restrictions
- Blocked email delivery
- Data removal
- Account termination
Services suspended for non-payment may be deleted permanently after a reasonable retention period.
Customers remain responsible for ensuring valid payment methods are maintained.
Chargebacks or payment disputes may result in immediate suspension of all related services.
14. Suspension and Termination
We reserve the right to suspend or terminate hosted email services immediately where:
- Spam or abuse is detected
- Accounts are compromised
- Malware activity occurs
- Non-payment arises
- Security threats are identified
- Legal or regulatory requirements apply
- Infrastructure stability is threatened
- Server or domain reputation is at risk
In urgent cases, hosted email services may be suspended without prior notice to protect infrastructure integrity, mail reputation, other customers, or third-party networks.
15. Third-Party Providers
Hosted email services may rely on third-party software vendors, infrastructure providers, spam filtering providers, DNS providers, SSL providers, datacentres, or cloud infrastructure services.
We are not responsible for outages, limitations, policy changes, pricing changes, feature removals, licensing changes, or disruptions caused by third-party providers.
Where a third-party provider changes pricing, service availability, licensing, or technical requirements, we may update our pricing, packages, platform, or service delivery method accordingly.
16. Limitation of Liability
To the fullest extent permitted by law, our total liability relating to any hosted email service shall not exceed the total fees paid by the customer for the affected email service during the preceding twelve (12) months.
We are not liable for:
- Loss of email data
- Missed communications
- Business interruption
- Spam filtering false positives
- Email delivery delays
- Third-party outages
- Compromised mailboxes
- Loss of profits
- Loss of reputation
- Indirect or consequential damages
All hosted email services are provided “as-is” and “as-available”.
17. Legal Compliance
Customers are responsible for ensuring their use of hosted email services complies with applicable local laws, GDPR requirements, employment laws, privacy laws, consumer protection laws, email marketing laws, and sector-specific regulatory obligations.
Customers are responsible for ensuring they have lawful grounds to send email, retain email, monitor employee mailboxes, access shared folders, or use archiving features.
We may comply with lawful requests from courts, law enforcement agencies, regulators, infrastructure providers, or other competent authorities.
We do not provide legal advice regarding email compliance, retention obligations, employee monitoring, marketing consent, or regulatory requirements.
18. Binding Agreement
By purchasing or using any hosted email service provided by us, you confirm that:
- You have read these Terms of Service
- You understand these Terms of Service
- You agree to be legally bound by these Terms of Service
If you do not agree with these Terms, you must not use our hosted email services.