Terms of Service

1. Preamble

PacketsHero's services are governed by these terms of service. By using our services, you accept and agree to be bound by these terms. These terms come into effect as soon as a customer creates an account by entering their email address in the sign-up form.

PacketsHero may terminate the contract at any time by providing a 30-day notice to the customer. Likewise, the customer may terminate the contract via their dashboard, unless a commitment period has been agreed upon in a separate agreement.

The company PacketsHero is referred to hereinafter as "PacketsHero", "Company" and "We".

The head office is located at:

PacketsHero is a US company, based in Delaware and regulated by US laws. In the event of a dispute, the courts at PacketsHero's registered head office will have jurisdiction.

2. PacketsHero's Obligations

PacketsHero is committed to providing reliable and secure hosting services. You can expect the following from us:

• We ensure that hosting is performed reasonably and with care in accordance with global industry best practices.
• We are committed to correcting any defects or malfunctions affecting our hosting servers as soon as possible to ensure service continuity.
• We provide services that are available 24 hours a day, 7 days a week, except during:
  • Planned downtime for maintenance.
  • Unavailability caused by circumstances beyond our reasonable control, including but not limited to acts of God, government actions, natural disasters (floods, fires, storms, earthquakes), riots, wars, civil unrest, acts of terrorism or strikes.
  • Failures or delays with Internet service providers.
  • Denial of service attacks.

3. Customer Obligations

Customers are expected to:

• Provide accurate and complete registration information (such as email address, physical address, billing information and other relevant details) and keep it up to date.
• Keep passwords secure and confidential and avoid sharing account information with anyone.
• Ensure that usage complies with international laws, local legal regulations (depending on the chosen datacenter) and US laws.
• Adhere to these terms of service without violating any provision.
• Possess the knowledge and technical capability to use, configure and manage the services correctly.
• Use the services as intended and refrain from using them to attack, scan or spam networks.
• Not use the services for high-risk activities where a service failure could lead to injury, death or environmental damage.
• Take responsibility for data hosted on PacketsHero's services and perform regular backups outside of PacketsHero's infrastructure.
• Avoid interfering with the proper functioning of PacketsHero's services or related systems.
• Refrain from making abusive use of network bandwidth, hosting servers or third-party infrastructures.

PacketsHero reserves the right to terminate any service immediately if these terms are not respected.

4. Customer Support

PacketsHero provides basic support to help resolve common issues related to our services. This support is limited to issues concerning PacketsHero's own services and does not include support for software offered as a service. We aim to respond as quickly as possible during office hours (9am to 6pm Eastern Time).

5. Limitation of Liability

PacketsHero is not liable for:

• Disturbances that are not caused by PacketsHero.
• Issues related to login credentials, password choices, credential leaks, misconfiguration of services or firewalls, or failure to update services, which remain the customer's responsibility.
• Internet connections and the quality of these connections, as the Internet consists of multiple networks that are outside PacketsHero's responsibility.
• Software issues such as bugs or security vulnerabilities in components not developed by PacketsHero but by third parties.

6. Services Availability & Penalties

PacketsHero guarantees a default monthly average availability level of 99.9%. This Service Level Agreement (SLA) can be enhanced by a specific contract.

This guarantee does not cover downtimes required for maintenance, updates, shutdowns due to force majeure, or situations where services cannot be accessed via the internet because of difficulties beyond PacketsHero's responsibility.

Penalties may be applied if a fault attributable to PacketsHero is proven and the customer contacts support within 10 days after the incident. Penalties are calculated as a prorated value per minute of service unavailability and based on the amount paid by the customer during the month of the incident. These penalties are capped at 30% of the service's value for that month and cannot be accumulated. Penalties will be deducted from the next invoice the customer receives, within a 30-day period.