1. Acceptance of Terms
By accessing the ServerCare360 website or engaging our managed infrastructure, cloud, or security services, you ("Client") agree to be bound by these Terms of Service. If you are entering into this agreement on behalf of a company or other legal entity, you represent that you have the authority to bind such entity to these terms.
2. Service Level Agreements (SLA)
ServerCare360 is committed to providing industry-leading technical support. Our SLAs are defined as follows:
- Emergency/Critical Priority: We guarantee an initial human response within 15 minutes for complete server outages, active cyber attacks, or total loss of data access.
- High Priority: Response within 1 hour for significant performance degradation or localized service failures.
- Normal Priority: Response within 4-8 hours for general inquiries, non-urgent configurations, and routine audits.
SLA guarantees apply only to clients subscribed to our active Management Plans and do not cover issues caused by third-party application code bugs (e.g., faulty WordPress plugins written by third parties).
3. Client Responsibilities
To ensure we can provide uninterrupted and secure services, the Client agrees to:
- Provide accurate, up-to-date access credentials (SSH, control panels, API keys) securely using encrypted channels.
- Maintain valid licensing for any third-party software installed on their servers (e.g., cPanel, Imunify360, Windows Server).
- Refrain from making unapproved, undocumented root-level changes to managed servers that conflict with our automation pipelines and configuration management (Infrastructure as Code).
4. Security & Acceptable Use Policy (AUP)
ServerCare360 strictly prohibits the use of managed infrastructure for illegal activities, including but not limited to: distributing malware, launching DDoS attacks, operating phishing networks, or sending unsolicited bulk email (spam). We reserve the right to immediately suspend or terminate management services if we detect that a server is being deliberately used to violate local, federal, or international laws. We will fully cooperate with law enforcement regarding cybercrimes originating from managed nodes.
5. Data Loss & Liability Disclaimer
While ServerCare360 implements rigorous Disaster Recovery protocols and automated backup systems, the Client acknowledges that data loss can occur due to catastrophic hardware failure, unpatched zero-day vulnerabilities, or severe natural disasters affecting third-party data centers. ServerCare360’s liability for any damages, including data loss or revenue loss, shall be strictly limited to the amount paid by the Client for the management services in the three (3) months preceding the incident.
6. Payment and Cancellation
Services are billed on a recurring monthly or annual basis. Failure to remit payment within 7 days of the due date may result in a suspension of proactive monitoring and SLA guarantees. Clients may cancel their service at any time; however, no pro-rated refunds will be issued for partial months of service used.
7. Modifications to Terms
ServerCare360 reserves the right to modify these Terms of Service at any time. We will notify active clients of material changes via email or through our ticketing system at least 30 days before such changes take effect.