Cloud Services Delivery and Refund Policy

 

This Delivery Policy is applicable as per the website Products/Services.

Execution of the Product/Services is delivered online solely.

 

Introduction

This Cloud Services Delivery Policy outlines the terms and conditions under which Hot Pink Tech Services FZCO, a company registered in Dubai, located at IFZA Business Park, DDP, PO Box 342001, Dubai, United Arab Emirates (referred to as “Provider”) delivers cloud computing services to its customers (referred to as “Customer” or “Customers”). This policy governs the use, access, delivery, and support of all cloud services provided by the Provider.

Service Definition and Scope

   – The Provider delivers the following cloud services: Infrastructure as a Service (IaaS), Platform as a Service (PaaS), Software as a Service (SaaS)

   – These services are available in global regions.  However, the Provider will NOT deal or provide any services or products to any of OFAC (Office of Foreign Assets Control) sanctions countries in accordance with the law of UAE.

   – The Customer is responsible for ensuring that the use of these services complies with the laws and regulations of the jurisdiction in which they operate.

Service Level Agreement (SLA) & Refunds

   – The Provider guarantees a service uptime of 99.9% during each monthly billing cycle.

   – In the event of a service disruption, the Provider will provide a refund based on the duration of the outage.

   – Performance monitoring will be continuously available, and SLA performance reports can be requested by the Customer.

REFUND POLICY

 

Refunds will be done only through the Original Mode of Payment.

Security and Compliance

   – The Provider implements industry-standard encryption for data both at rest and in transit.

   – The Provider complies with relevant data protection laws and regulations of the UAE.

   – The Provider will notify the Customer of any significant security incidents that may impact their data or service availability.

Performance and Scalability

   – The Provider will ensure that services are scalable according to Customer needs, enabling resources to be increased or decreased as required.

   – The system is designed to maintain high performance.

   – In the event of resource contention, the Provider will apply fair resource allocation policies to maintain service integrity.

Data Management

   – The Customer retains ownership of all data stored on the Provider’s cloud platform.

   – The Provider will conduct regular backups of customer data, ensuring business continuity and disaster recovery capabilities.

   – Data deletion requests by the Customer will be honoured within 7 days and the Provider will ensure that data is securely erased upon termination of services.

Billing and Payment

   – Services are billed at the time of purchase on our website as displayed in the PACKAGES page based on either packages/service bundles or pay-as-you-go pricing models.

   – Any additional or overage usage will be calculated based on the Customer’s actual use and billed accordingly.

Support and Maintenance

   – The Provider offers the following levels of support: Basic, Premium, 24/7, dependent on which package has been purchased.

   – Support can be accessed through email, [email protected] with a response time of within 24 hours for non-critical issues. 

     Critical issues will be addressed within 1-2 hours.

   – Regular maintenance windows will be scheduled and advance notifications will be sent to the Customer for planned maintenance activities.

Change Management

   – The Provider will notify the Customer of any major updates, changes, or upgrades to the services at least 7 days in advance.

   – The Provider will implement changes outside normal business hours to minimize disruptions unless the change is critical to maintaining service availability.

   – The Customer may request configuration changes, which will be reviewed and executed according to the Provider’s change management policies.

Incident and Problem Management

   – The Provider has a defined process for managing incidents, which includes identifying, logging, and resolving service-affecting issues.

   – In the event of a security breach or service outage, the Customer will be notified 24 hours of the incident being discovered.

   – Root cause analysis will be provided for major incidents within seven days (7 days) after resolution.

Termination and Exit Strategy

   – Either party may terminate the agreement with 1 months written notice.

   – Upon termination, the Customer’s data will be available for export for 1 month, after which it will be securely deleted by the Provider.

   – The Provider will assist in transitioning services to a new provider if required, subject to additional fees as applicable.

Legal Considerations

   – The Provider’s liability is limited to the fees paid for the affected services during the period of non-compliance.

   – The Provider is not liable for any indirect, incidental, or consequential damages arising from the use of its cloud services.

   – Any disputes will be handled in accordance with the laws of the UAE.

Acceptable Use Policy (AUP)

   – Customers must not use the cloud services for any unlawful, harmful, or malicious activities, including but not limited to: sending spam, hosting malicious content, or engaging in illegal activities.

   – The Provider reserves the right to suspend or terminate accounts that violate the Acceptable Use Policy.

   – Customers must comply with all applicable local, state, and federal laws in their use of the services.

Customer Responsibilities

   – The Customer is responsible for securing their own access credentials and for safeguarding any personal or confidential data they store on the Provider’s platform.

   – The Customer agrees to maintain compliance with any industry-specific regulations relevant to their use of the cloud services.

   – Cooperation with the Provider during security audits, incident investigations, or compliance verifications is required.

Governance and Auditing

   – The Provider undergoes regular third-party audits to ensure compliance with industry standards.

   – The Customer may request audit reports and certifications, which will be provided based on availability and confidentiality agreements.

   – The Provider reserves the right to audit the Customer’s usage to ensure compliance with this policy.

Effective Date: 21/10/2024
Last Updated: 21/10/2024