An AWS Partner Company
These Terms of Service (“ToS”) govern your access to and use of the Technical Support & Management Services (“Services”) provided by Sanver. By signing an agreement or making a payment for the Services, you confirm that you have read, understood, and agreed to be bound by these ToS, including the accompanying Scope of Work (SOW).
These Terms of Service (“ToS”), together with the Scope of Work (“SOW”), form the full agreement between Sanver and the Client. The SOW defines what is included in the service and what is not. By using our services, the Client accepts these terms and agrees to follow all requirements described.
Sanver will only deliver the services listed as “Included (In Scope)” in the SOW. Any task listed as “Out-of-Scope” will be charged separately and will begin only after the Client approves the cost in writing. Support for third-party tools is limited to configuration and does not include changing their core functions or policies.
The Client must provide Sanver with the required access credentials and permissions to perform the services. The Client is responsible for the accuracy and legality of all data on their systems and confirms they have the authority to request changes on the domains, hosting, and email platforms managed by Sanver.
The Client agrees to pay the fees defined in their service agreement. Out-of-Scope activities will be billed separately after approval. Either party may terminate the engagement as per the main contract. After termination, Sanver is not responsible for continued support unless a separate off-boarding agreement is created.
The following terms detail the specific services included in your standard agreement versus those that are considered outside the scope and require separate billing.
This department covers the essential operations to keep your business email running securely and efficiently.
We manage your Domain Name System (DNS) records to ensure your digital services (email, website) are correctly pointed and highly available.
We assist with the administrative tasks related to your primary domain name.
We ensure your website and services are secured with valid SSL encryption.
This service provides essential monitoring and access assistance for your hosting environment.
Included (In Scope) Services:
Initial Setup: Configuration of new business email accounts.
User Management: Creation, deletion, password resets, and basic email troubleshooting.
Routing Setup: Configuration of critical email routing and security records: MX, SPF, DKIM, and DMARC.
Client Access: Assistance with email access setup on mobile and desktop clients (e.g., Outlook, native mobile apps).
Deliverability Guidance: Monitoring and guidance to ensure optimal email deliverability best practices.
Out-of-Scope Activities (Chargeable):
Advanced Migration: Full email migration from old systems to new platforms (this is a separate project service).
Data Recovery: Recovery of deleted emails beyond standard platform tools or any complex drive data recovery.
Bulk/Advanced Management: Bulk user management, shared drives configuration, or advanced permissions management.
Forensics: Complex spam filtering analysis, quarantine investigation, or forensic security investigation.
Included (In Scope) Services:
Record Management: Adding, editing, or removing standard DNS records (A, CNAME, MX, TXT, SRV, NS, etc.).
Verification: Verifying DNS changes for email and hosting configurations.
Troubleshooting: Ensuring DNS propagation and correcting basic misconfigurations.
Monitoring: Regular DNS health monitoring for availability and accuracy.
Out-of-Scope Activities (Chargeable):
Restructuring: Complex DNS restructuring or large-scale multi-domain enterprise setups.
Third-Party Issues: Troubleshooting DNS change-related issues directly caused by third parties (e.g., issues at a registrar not managed by Sanver).
Included (In Scope) Services:
Renewal: Domain renewal reminders and renewal assistance.
Nameserver Updates: Updating Nameservers when required for new hosting or email configurations.
Security: Domain lock/unlock assistance as needed.
Out-of-Scope Activities (Chargeable):
Legal/Disputes: Providing support for trademark disputes, domain transfer disputes, or any legal advisory services.
Included (In Scope) Services:
Issuance/Renewal: Issuance or renewal of standard SSL certificates.
CSR Generation: Assistance with CSR (Certificate Signing Request) generation and validation.
Installation: Installation of SSL certificates on supported hosting platforms.
Troubleshooting: Troubleshooting of standard SSL warnings or installation issues.
Out-of-Scope Activities (Chargeable):
Custom Environments: Troubleshooting issues arising from custom server environments not managed by Sanver.
Advanced Validation: Support for multi-domain, wildcard, or EV (Extended Validation) document requirements beyond standard processes.
Included (In Scope) Services:
Monitoring: Basic server monitoring (uptime checks).
Access: Assistance with hosting panel access.
DNS Configuration: Configuration of hosting-related DNS entries.
Basic Migration: Support for basic migration activities (within predefined scope limits).
Troubleshooting: Troubleshooting access or basic performance issues.
Out-of-Scope Activities (Chargeable):
Website Code/Development: Fixing website design, layout, plugins, themes, or coding errors.
Security Incidents: Malware removal, hacked website recovery, or security hardening beyond basic support.
Advanced Server Admin: Server optimization (CPU/RAM tuning, database tuning), OS upgrades, or custom firewall configurations.
Performance: Website speed optimization, caching setup, or CDN performance tuning.
Advanced Tasks: Setting up staging environments, CI/CD pipelines, or container technologies.
Database/Backup: Database repair/optimization or backup restoration beyond basic recovery procedures.
Standard Support Hours: Sanver provides support round the clock. Our team is available 24 × 7, including weekends and holidays, to assist with all service-related requirements.
Emergency Support: Although our organization operates 24 × 7, requests that require immediate escalation or involve critical incidents may be billed separately, unless covered under a specifically contracted Service Level Agreement (SLA).
Response Time: Response times are determined by the severity and impact of the reported issue. Sanver will make commercially reasonable efforts to ensure prompt response and efficient resolution across all support tiers.
Service Guarantee Disclaimer: Unless a separate, explicit Service Level Agreement (SLA) is in place, Sanver does not guarantee uninterrupted service, performance levels, or fixed resolution time frames. All services are provided on a best-effort basis.
The Client acknowledges and agrees to the following obligations necessary for the efficient delivery of Services:
Information and Access: Promptly provide accurate information, necessary access credentials, and timely approvals required for service execution.
Compliance: Ensure compliance with all applicable laws, licensing agreements, and the acceptable use policies of any third-party services utilized (e.g., Google Workspace, Titan, hosting platforms).
Data Maintenance: Maintain up-to-date backups of all critical data unless backup services have been explicitly contracted and billed for separately by Sanver.
Unauthorized Modification: Avoid making unauthorized modifications or alterations to systems, configurations, or accounts that may interfere with or compromise the security and operation of the Services provided by Sanver.
Advance Payment: All fees for third-party licenses (domains, hosting, SSL, email subscriptions) and recurring service plans must be paid in advance by the due date.
Out-of-Scope Execution: All Out-of-Scope requests will be executed only after the Client’s written approval of the additional charges (including the rate and estimated time).
Suspension of Services: Delayed or non-payment of any due invoice may result in the suspension or termination of Services, including the non-renewal of critical domain or hosting licenses.
The Client agrees that Sanver’s liability under these Terms shall be limited as follows:
No Liability for External Factors: Sanver is not liable for data loss, downtime, or service interruption caused by factors outside of our direct control, including:
Actions or inactions of third-party providers (hosting providers, email vendors, DNS registrars).
External attacks, security breaches not caused by Sanver’s gross negligence, or Force Majeure events.
Downtime or data loss caused by customer actions or unauthorized modifications.
Exclusion of Consequential Damages: Sanver will not be liable for any indirect, incidental, consequential, special, or punitive damages, including but not limited to lost revenue, lost profits, loss of goodwill, or business interruption.
Maximum Liability: Sanver’s maximum aggregate liability to the Client for any claim arising out of or related to these Services is strictly limited to the service fees paid by the Client to Sanver for the specific service involved in the claim, during the six (6) months immediately preceding the date the claim arose.
Data Usage: Sanver follows industry-standard practices. Customer information, including credentials and technical data, will be used solely for the purpose of providing and managing the Services.
Credential Security: No customer credentials or sensitive information will be shared externally with unauthorized parties.
Client Responsibility for Passwords: The Client is responsible for storing, rotating, and safeguarding all passwords and administrative access information used for the Services.
Termination Notice: Either party may terminate the Services agreement with written notice, subject to the terms of the primary service contract.
Outstanding Payments: All outstanding payments must be cleared before the termination process is finalized.
Service Handover: Sanver will assist with the orderly handover of administrative access and service configurations upon request. This activity may be chargeable if deemed Out-of-Scope according to Section II.
Updates to Terms: Sanver reserves the right to update or modify these Terms of Service periodically. Notice of any material changes will be provided to the Client prior to the enforcement of the updated terms.
By initiating or continuing to use any of the technical support and management services provided by Sanver, the Client acknowledges, accepts, and agrees to be bound by these Terms of Service and the associated Scope of Work (SOW).