Terms of Use
Updated on: 13/01/2026
By contracting any service offered by Master Da Web, you automatically agree to the Terms of Service described below. Master Da Web reserves the right to change the terms of service at any time.
1 – Pricing
1.1
Master Da Web reserves the right to update the prices offered on the site at any time, for both new and existing customers.
1.2
In case of price changes for existing customers, they will be notified at least 30 days in advance.
2 – Affiliate Program
2.1
Creating multiple accounts to benefit from the reseller program (Affiliate Program) to earn commissions or self-reference services is not allowed. The purpose of the Affiliate Program is to refer Master da Web services to organizations that have no direct connection with the affiliate. Master Da Web reserves the right to cancel any registration or commission if fraud is detected.
2.2
To be eligible for withdrawal, the affiliate must have at least 1 active VPS / Cloud service.
3 – Late Payments
3.1
Late payment penalty: A 2% penalty and 0.033% daily interest will be charged, as permitted by law. (Article 52 of Law No. 8,078 of the CDC).
3.2
Suspension: Master da Web services will be suspended after the 4th day of payment delay, except for "Dedicated Server" services which are suspended after the 1st day of delay.
3.3
Deletion: After 30 days of delay, the service will be completely deleted, except for "Dedicated Server" services which are deleted after 4 days of delay. Deletion makes any data recovery impossible.
4 – Service Level Agreement (SLA) – Service Level Agreement
4.1 – Services
This SLA applies to the following services: VPS, Dedicated Server, Website Hosting and Colocation.
4.2 – Support Hours
Technical support hours are from Monday to Sunday, including holidays, from 08:00 to 17:00. During this period, technical staff is available, including physical presence at the Data Center. Tickets opened outside these hours do not have guaranteed SLA and will be handled on a best effort basis, and may be analyzed and attended before the start of the next support period, according to operational availability.
4.3 – Service Availability
The average availability of our services is 99.8%. In cases of unavailability in a given month less than 99%, we provide a credit to the customer's account that can be used to reduce service rental. The values are described according to the table below:
| Monthly Availability (%) | Credit per affected service |
|---|---|
| Less than 99% but greater than or equal to 98% | 10% |
| Less than 98% but greater than or equal to 95% | 20% |
| Less than 95% | 100% |
To request the credit, it is necessary to open a support ticket through the customer area http://cliente.masterdaweb.com/ within a period of up to 30 days, counted from the date of the incident. The calculation of the unavailability period will be based exclusively on Master Da Web's internal monitoring instruments.
Rules and exclusions for unavailability calculation:
A. Master Da Web services will be considered "Unavailable" when there is no external connectivity.
B. Each item described below is excluded from any unavailability calculations:
- Scheduled, recurring or zero-impact maintenance windows;
- Unavailability due to misuse of the service by the contractor;
- Unavailability resulting from the installation, by the contractor, of software and any third-party technology;
- Unavailability arising from the use of an outdated version of Master Da Web Services or third-party software, or any failure to install a material Update for any of the above;
- Unavailability caused by third-party service providers or facilities, including any telecommunications, Internet service providers or facilities, packet loss, network or Internet problems beyond Master Da Web's edge router that provides public Internet connectivity;
- Denial of service attacks, virus or hacker attacks, or bugs in code, hardware or services for which there is no known commercially reasonable solution (even if there is a known alternative solution); and force majeure events or any other event that is not under the direct control of Master Da Web or that could not be avoided even with commercially reasonable care;
4.4 – SLA – Basic Support (Included)
Basic support includes exclusively: initial incident analysis, unavailability identification, logical restart of services or machines, basic functionality checks, general technical guidance, electrical restart of equipment, visual verification (LEDs, cables and connections) and simple cable reconnection. Complex, continuous or prolonged activities are not part of basic support.
The SLA refers to the time for the start of technical action, not representing resolution time. Applicable only during support hours.
| Prioridade | Impacto | Tempo para início da atuação |
|---|---|---|
| P1 – Critical | Service unavailable | Generally up to 60 minutes |
| P2 – High | Severe degradation | Generally up to 60 minutes |
| P3 – Medium | Partial impact | Up to 8 hours |
| P4 – Low | Simple requests | Up to 24 hours |
4.5 – Support Outside Support Hours
Interventions outside support hours are not part of the standard SLA. Tickets opened outside support hours do not have guaranteed SLA and will be handled on a best effort basis, and may be analyzed and attended at any time, according to operational availability. Physical interventions outside support hours occur exclusively in the following situations: pre-scheduled activities or generalized Data Center degradation.
The deadlines defined in this SLA refer exclusively to the time for the start of technical action, not representing resolution or completion time of the service. This SLA applies only to included basic services, not covering services classified as Premium Support, except by express agreement between the parties.
5 – Content and Usage Policies
5.1
The use of Master Da Web services for the purposes listed below is prohibited:
- Storage / distribution of any copyrighted content without proper legal authorization.
- Storage / distribution of malicious content and phishing.
- Storage / distribution of child pornographic content.
- P2P, Torrent and illegal content streaming servers.
- Sending SPAM.
- Execution of hacker attacks of any origin against third parties.
- Exhausting computational resources of the contracted server to the point of harming Master Da Web's infrastructure.
5.2
By violating any Content and Usage Policy, defined in item 5.1, the contractor will be subject to suspension and/or total cancellation of the service, excluding the contractor from any right to restitution of paid amounts.
5.3
Unlimited traffic is based on Fair Usage Policy, for all cloud, datacenter and website hosting services. This approach ensures that each customer can enjoy a continuous experience, maintaining the quality and security of the infrastructure. If abusive use is identified or that may compromise the stability of the environment, we may take corrective measures, such as temporary resource restrictions or service termination. Thus, we seek to balance usage flexibility with the stable and reliable performance that our users expect, ensuring fair operation for all.
6 – Cancellation
6.1
Upon cancellation of the service, whether due to late payments, cancellation request by the contractor or violation of Content and Usage Policies (5.1), will result in the total deletion of data stored in the contracted service, with no possibility of data recovery.
6.2
For cancellation of Dedicated Servers (Bare Metal Servers) within the first 7 days from installation, a SETUP fee of R$ 200.00 will be charged for all manual configuration performed by the technician.
6.3
Cancellations made after 7 days from the service contract date are not eligible for any type of refund, whether partial or total.
6.4
The refund is processed within 3 business days, counting from the date of the cancellation request.
6.5
Domains are non-refundable under any circumstances. This is because when registering a domain, Master Da Web makes immediate payment to the registrar entity (registro.br, ICANN or other international registrars), and these entities do not allow refunds after registration is completed. The domain remains active for the contracted period, even if other services are cancelled.
7 – Support
7.1
The contractor agrees that our services are "Unmanaged", which means that the configuration and installation of software on the service is the responsibility of the contractor, as well as the correction of problems caused by service misconfigurations.
7.2
The contractor agrees that Master Da Web does not offer support for third-party software.
7.3
Master Da Web is solely responsible for providing proper support for Hardware and Network problems of equipment that is our property.
8 – Premium Support
8.1
Services classified as Premium Support are not part of the standard SLA and are contracted separately, upon customer request and operational availability.
8.2 – Premium Support
Premium Support is characterized by activities that exceed the scope of basic support, including complex, continuous or prolonged tasks, as well as Remote Hands services that exceed 15 (fifteen) minutes, which are charged as Premium Support. The deadlines for starting action on Premium Support tickets follow the same deadlines and rules defined in section 4 – Service Level Agreement (SLA), including remote support priorities and conditions for support outside support hours, not constituting a distinct or additional SLA.
- During support hours: R$ 99.90 per hour of Premium Support
- Outside support hours: R$ 200.00 per hour of Premium Support
- Remote Hands services that exceed 15 (fifteen) minutes are charged as Premium Support, according to the hourly rates above.