Acceptable Use Policy

Matrix Streamline is a cloud hosting service in India. We provide virtual servers (VPS), IP addresses and network access, and this Acceptable Use Policy sets out what you may and may not do with them. It is part of our Terms of Service, so by ordering or using a server you agree to it.

In this policy, “we”, “us” and “our” mean Matrix Streamline, and “you” means the account holder. The aim is simple: keep our network, our other clients and the wider internet safe, and stay within the law.

Who this policy applies to

This policy covers every server, IP address and service on your account, and everyone who uses them, not only you. If you share access with your staff, run a website for others, or resell servers to your own customers (for example through our API), you are responsible for what they do, and you must make sure they follow this policy too.

You are also responsible for anything done from your server by someone who has broken into it. A compromised server that sends spam or attacks other systems is treated the same way as one doing it on purpose, although we take into account how quickly you fix it.

We do not routinely look at what is stored on your server. We act on complaints we receive and on problems we notice, such as unusual traffic or a host under strain.

Content you must not host or share

You must not use our services to store, publish, send or link to:

Child sexual abuse material, or anything that sexualises children. We have zero tolerance for this: we will terminate the server and account without notice and report it to the authorities.
Anything illegal under Indian law, including the Information Technology Act, 2000 and the rules made under it, or illegal in the country it is aimed at. This includes obscene material, sexual images shared without the person’s consent, and content that threatens the sovereignty, integrity, defence or security of India or public order.
Material that infringes someone else’s rights: pirated software, films, music, books or games, cracked licences, counterfeit goods, or unauthorised use of trademarks.
Harassment, threats and hate: content that harasses or threatens people, incites violence, promotes terrorism, or attacks people for their religion, caste, race, gender, sexual orientation or disability.
Fraud and impersonation: phishing pages, fake shops, investment or job scams, or sites and messages that pretend to be another person, company, bank or government body.
Other people’s private data published without a lawful basis, such as leaked databases, stolen passwords or card details, or someone’s personal details posted to target them.
Malware of any kind, including viruses, ransomware, spyware, exploit kits, or files used to infect other systems.
Illegal goods and services, such as drugs, weapons, forged documents, or gambling where it is not permitted by law.

Activities that are not allowed

You must not use our servers or network to:

Run malware, botnets or command-and-control (C2) servers, or control computers you do not own without their owner’s permission.
Attack networks: denial-of-service (DDoS) attacks, flooding, “booter” or “stresser” services, or any attack on our own network, our panel or our other clients.
Scan or probe systems you do not own: port scans, vulnerability scans, or brute-force and credential-stuffing attempts against logins, without the written permission of the system’s owner. Testing your own systems is fine.
Get unauthorised access to any account, system or data, intercept traffic that is not meant for you, or use IP or MAC addresses that we have not assigned to your server, including forged source addresses.
Run open proxies, open mail relays or open DNS resolvers that others can use to hide abuse or amplify attacks. A proxy or VPN for your own use, protected by a login, is fine.
Send spam or any unsolicited bulk messages, by email or any other channel (see Sending email).
Mine cryptocurrency. Our virtual servers share physical hosts with other clients, so mining and similar workloads (such as proof-of-work or “plotting”) are not allowed unless we have agreed to it in writing before you start.
Commit fraud, including paying with stolen payment details or someone else’s identity.
Get around our controls: bypassing limits, interfering with our panel or API, or opening new accounts to avoid a suspension.

Sending email

You may send email from your server, as long as you follow these rules:

Send only to people who asked to hear from you. Do not use bought, rented or scraped address lists.
Make every marketing message easy to unsubscribe from, and honour unsubscribe requests promptly.
Use honest sender details and subject lines. Do not forge headers or hide where a message came from.
Set up SPF and DKIM for the domains you send from, and preferably DMARC, so receivers can check your mail is genuine.
Do not run a mail server that lets strangers relay mail through it.

If your server sends spam, or gets our IP addresses added to blocklists, we may restrict outbound email (SMTP port 25) from it, ask you to send through an authenticated mail provider, or suspend it until the cause is fixed.

Fair use of resources

Your plan sets the vCPU cores, memory, disk space, port speed and monthly data transfer for each server. Port speed is capped at your plan’s rate, and the data you have used this month is shown on your server’s page in the client area.

You may use the resources your plan includes. But because servers share physical hosts, you must not run workloads that harm other clients, for example keeping every vCPU at full load for long periods, very heavy disk activity, or unusually high packet rates. An “unmetered” transfer allowance is still subject to fair use.

If your server regularly affects others, or regularly goes over its transfer allowance, we will contact you first where we can. We may ask you to reduce the load or move to a larger plan, and we may limit the server’s CPU, disk or network use until the problem stops.

Keeping your server secure

You have full root or Administrator access to your server, so its security is your responsibility. In particular, you should:

Change the password we email you when the server is ready, and use strong, unique passwords or SSH keys.
Keep the operating system and all software up to date with security patches.
Use a firewall and open only the ports you need. Do not leave databases, admin panels or remote desktop open to everyone if you can avoid it.
Remove default accounts and passwords from any software you install.
Keep your Matrix Streamline account password private, and protect API keys: limit them to your own IP addresses, use read-only keys where you can, and revoke keys you no longer use.
Keep your own backups, stored away from the server. We do not back up the data on your server.

If your server is compromised, we may suspend it to stop the harm. Tell us how you will secure it (usually by rebuilding it from a clean image) and we can restore it so you can copy your data off and rebuild.

Reporting abuse

To report spam, an attack, phishing, illegal content or any other abuse coming from our network, email support@matrixstreamline.com with the subject line “Abuse report”. If you are a client, you can also open a ticket in the Abuse department.

Please include as much of the following as you can:

the IP address or domain involved;
the date, time and time zone of the activity;
what happened, with evidence such as log extracts, full email headers for spam, URLs or screenshots;
for a copyright or trademark complaint, the work or mark concerned, where it appears, and confirmation that you own it or are authorised to act for the owner;
your name and how to reach you.

We look at every report and deal with urgent ones first, such as active attacks, phishing and child sexual abuse material. We may pass the details of your report to the client concerned so they can fix the problem; tell us if you do not want your name or contact details shared.

What happens if this policy is broken

When we receive a report or notice a problem, we investigate. Depending on how serious it is, we may:

contact you and ask you to fix it within a time we set according to the harm;
limit the server’s network, email or resource use;
suspend the server, which stops it while keeping its data;
terminate the server, which deletes its disks and releases its IP address, so the data cannot be recovered;
suspend or close your account, which also blocks sign-in and API access.

Where there is serious or ongoing harm, such as an attack in progress, phishing, malware, spam or illegal content, we may suspend the server immediately and tell you afterwards.

We tell you by email when we suspend or terminate a server, with the reason. We usually give you a chance to fix a problem, but we may terminate servers and close the account without further warning for repeated breaches, or for severe ones such as child sexual abuse material, fraud or attacks.

Suspension does not pause billing: the paid period keeps running and renewal invoices are still raised. If a renewal invoice for a suspended server is not paid, the server is terminated more than 14 days after its due date, as set out in the Terms of Service. We do not refund charges for any period in which a server was suspended or terminated because this policy was broken. See our Refund & Cancellation Policy for everything else about refunds.

We cooperate with courts, government agencies and law-enforcement authorities in India. We may preserve and share information about an account or server when the law or a lawful order requires it, and we may report suspected crimes, such as child sexual abuse material, to the authorities. Our Privacy Policy explains how we handle your information.

If you disagree with a decision

Reply to the email or ticket about it, or write to support@matrixstreamline.com. If you are still not satisfied, whether you are our client or someone who reported abuse, you can raise a grievance with our Grievance Officer at support@matrixstreamline.com (please put “Grievance” in the subject line). We acknowledge grievances within 48 hours and resolve them within 30 days. More ways to reach us are on our Contact page.

Changes to this policy

We may update this policy, for example to deal with new kinds of abuse or changes in the law. The new version will be posted on this page with a new “last updated” date. If a change significantly affects how you can use your servers, we will email the address on your account before it takes effect. If you keep using our services after a change, you accept the updated policy.

This policy is governed by the laws of India, and disputes about it are subject to the courts at New Delhi, India, as set out in our Terms of Service.