MASTER SERVICE AGREEMENT (MSA)

The use of services or products from ServerHealers constitutes an agreement to these terms. We agrees to provide services and products to the customer, subject to the Master Service Agreement (MSA) which includes the following Terms of Service (TOS), Service Level Agreement (SLA) and Acceptable Use Policy (AUP).
Note : ServerHealers reserves the right to change the Master Service Agreement at any time, without any form of notice. It is the customer’s responsibility to check these conditions from time to time for changes. At all times customers are bound to the terms set forth.
We request you to read the agreement in detail and get back to us if any clarification is required in any matter mentioned in the agreement.

Terms of Service (TOS)

One Time Fees : This is applicable for one time tasks ( eg : server hardening, server optimization. third-party application installation..etc ) and for hourly system administration. This fees should be paid in advance unless otherwise agreed in other conditions.

Monthly Service Fees : Fees for services and products ordered by the customer shall begin on the date of the initial order and that date shall serve as the monthly anniversary date for all future invoices, cancellation and service credit.

Service Credits : You can use service credit to pay existing bills or purchase additional billable items and services. Service credit is not available as cach back and will expire when customer cancels the services.

Failure to Pay : ServerHealers may temporarily or permanently deny service or terminate this agreement upon the failure of the customer to pay service charges when due. Customer is still responsible for paying the remaining bills even after the termination. Service will be interrupted on accounts that reach 7 days past due.

Service Cancellation / Service Downgrade : Customers need to contact our billing department 3 days prior if want to cancel or downgrade the monthly services.

Response Time : This is the time required to update a newly opened ticket. Guaranteed response time for Dedicated Support Plan is 20 minutes, Semi-Dedicated Support Plan is 25 minutes and Shared Support Plan and for all other support plans the response time is 30 minutes. Response time is guaranteed for all plans listed in our site. If we ever fail to match the response time mentioned in the plan page, we request you to please note the ticket ID and report it to “[email protected]”.

Resolution Time : This the time required to fully resolve an issue or ticket. Resolution time for Dedicated Support Plan is 4 hours, Semi-Dedicated Support Plan is 6 hours and Shared Support Plan and for all other support plans the resolution time is 8 hours. We match the response time for almost every cases except for some cases such as migration, PCI compliance..etc If we ever fail to match the response time mentioned in the plan page, we request you to please note the ticket ID and report it to “[email protected]”.

Data: All customer informations will be safe with us. That includes but not limited to server login details, customer data and other customer informations.

Payment Methods : You can pay us using PayPal ( You can also pay using Credit Card if you don’t have a PayPal account )  or Direct Banking. We prefer customers to pay using direct banking in order to avoid payment gateway charges. If you are using PayPal, then PayPal’s privacy policy will apply to the information you provide on the PayPal Web site.

Service Level Agreement (SLA)

The SLA is applicable to all products and services showing in our site except for one time tasks and hourly based services.

ServerHealers guarantees 20 minute response time for Dedicated Support Plan, 25 minute response time for Semi-Dedicated Support Plan and 30 minute response time for Shared Support Plan.

Resolution time for Dedicated Support Plan is 4 hours, Semi-Dedicated Support Plan is 6 hours and Shared Support Plan is 8 hours. We match the response time for almost every cases. However for some cases resolution may take more time. ( Eg, migration, PCI compliance..etc )

Acceptable Use Policy (AUP)

ServerHealers Acceptable Use Policy (“AUP”) is provided to give our customers and users a clear understanding of what ServerHealers expects of them while using the service.

 

NOTICE: All Payments To ServerHealers Are Nonrefundable Unless Otherwise Stated.

 

All services provided by ServerHealers may be used for lawful purposes only. Transmission, storage, or presentation of any information, data, or material in violation of any applicable law or regulation coming to or from any unauthorized network or system is prohibited. This includes, without limitation, material protected by copyright, trademark, trade secret or other intellectual property rights used without proper authorization; government and military data protected by law and national security; university and academic data protected by public policy; sales of drug paraphernalia, and material that is defamatory, constitutes an illegal threat, or violates export control laws. Any violation of the above which compromises the integrity of ServerHealers is strictly prohibited.

 

ServerHealers shall not support any service which violates or infringes in any way upon the rights of others, which is unlawful, threatening, abusive, defamatory, invasive of privacy or publicity rights, profane or otherwise objectionable, which encourages conduct that would constitute a criminal offense, give right to civil liability or otherwise violate any law.

 

Promotion of any illegal activity, are prohibited, links to such materials are not be supported. Actual files, including but not limited to pirated software and hacker programs are strictly prohibited from being supported by ServerHealers.