Service Agreement

The specific Service(s) provided to you — including plan tier, resource allocation (CPU, RAM, storage, bandwidth), operating system, managed/unmanaged status, and any add-ons — are as described in your order confirmation, quotation, or client portal, and form part of this Agreement. Any changes to scope must be agreed in writing (including via email or the client portal) and may result in revised fees.

Services are typically provisioned within 24–48 business hours of successful payment and completion of any required KYC or verification steps, unless a different timeline is specified for custom or dedicated infrastructure. Activation emails containing access credentials will be sent to the email address on file. It is your responsibility to change default credentials promptly upon receipt.

• Provide accurate registration, billing, and contact information and keep it up to date;
• Secure your own account credentials, applications, and operating system configurations on unmanaged Services;
• Maintain independent backups of Customer Data unless a managed backup add-on is purchased;
• Use the Services in compliance with our Acceptable Usage Policy and applicable law;
• Respond to security or abuse notices from Fix24 within the timeframe specified in the notice; and
• Pay all fees on time in accordance with our Billing & Payment Policy.

Where you purchase an unmanaged Service, you are solely responsible for the installation, configuration, security, and maintenance of the operating system, applications, and software stack. Where you purchase a managed Service, Fix24 will perform the specific management tasks described in your plan (such as OS patching, monitoring, and security hardening), but you remain responsible for the content, code, and data you deploy unless otherwise agreed in writing.

We perform routine maintenance to keep our infrastructure secure and performant. Planned maintenance that may affect availability will be communicated at least 24 hours in advance via email or our status page, except where emergency maintenance is required to address a security vulnerability, active attack, or risk of service failure, in which case we will notify you as soon as reasonably possible.

Fees for the Services are as stated in your order or invoice and are payable in advance for the billing cycle selected (monthly, quarterly, or annually), per our Billing & Payment Policy. Services renew automatically at the then-current rate unless cancelled through your client portal before the renewal date. Non-payment may result in service suspension per the section below.

Support is available via the client portal ticketing system, email at support@fix24.cloud, and phone at 75759 50003. Support response and resolution targets by severity and plan tier are set out in our Service Level Agreement and Support Policy. Requests outside the scope of your plan (e.g., custom development, third-party software troubleshooting) may be handled on a best-effort or chargeable basis.

If an invoice remains unpaid after its due date, we may suspend access to the affected Service after reasonable notice. We may also suspend Services immediately, without prior notice, where necessary to prevent harm to our network, other customers, or third parties, including in response to a confirmed Acceptable Use Policy violation, security compromise, or abuse complaint. Continued non-payment beyond the grace period stated in your invoice or the client portal may result in termination and data deletion per our Terms of Service.

Upon cancellation or termination, you may request an export of your Customer Data within the applicable grace period, subject to reasonable assistance fees for complex migrations. We recommend initiating any migration well in advance of your service end date, as data may be irrecoverable once the grace period lapses.

Neither party will be liable for delay or failure to perform its obligations (other than payment obligations) due to causes beyond its reasonable control, including natural disasters, power or internet backbone failures, government action, labor disputes, or upstream provider outages.

This Agreement should be read together with our Terms of Service, Privacy Policy, Acceptable Usage Policy, and Service Level Agreement, all of which are incorporated by reference.

For questions about this Service Agreement, please contact us at support@fix24.cloud or call 75759 50003. Fix24.cloud, Datamation Group, Guwahati, Assam, India.