1. Definitions & Terminology

1.1 Service(s)

The ERPNext cloud hosting services provided by [Your Company Name] ("We," "Us," "Our," or "Provider").

1.2 Customer

The individual or organization that subscribes to our Services ("You," "Your").

1.3 ERPNext Instance

An ERPNext installation on a single website or configuration for use with a single website.

1.4 Hosting

The storage, processing, and management of data related to an ERPNext Instance, including databases, files, applications, and associated data.

1.5 Subscription

The agreement between You and Us for the provision of the Services for a specified period and fee.

2. Services Provided

2.1 What We Provide

We provide cloud hosting services specifically designed to host and manage ERPNext installations. Services may include:

• Installation and configuration of ERPNext
• Server maintenance and updates
• Database management and backups
• SSL certificates
• Domain management support
• Technical support (as per your support tier)

2.2 Plan Details

The specific features and limitations of your Service are as defined in your selected pricing plan and order confirmation.

2.3 Right to Modify

We reserve the right to modify, suspend, or discontinue services with 14 days' email or instant message or written notice.

3. Acceptable Use Policy

3.1 Prohibited Activities

You agree NOT to use our Services for:

• Illegal or unauthorized purposes
• Violation of any laws or regulations
• Harassment, threats, or abusive content
• Malware, viruses, or malicious code distribution
• Unauthorized access to systems or data
• Spam or unsolicited communications
• Infringing on intellectual property rights

3.2 Your Responsibility

You are responsible for all content uploaded to your ERPNext Instance and must comply with all applicable laws.

3.3 Enforcement

Violation of this policy may result in immediate suspension or termination of your account.

4. User Responsibilities

4.1 Account Security

You are responsible for:

• Maintaining the confidentiality of your account credentials
• Protecting your access keys and passwords
• All activity that occurs under your account
• Compliance with applicable laws and regulations
• Backup of critical business data

4.2 Security Recommendations

We recommend implementing strong password policies and two-factor authentication.

4.3 ERPNext Configuration

You acknowledge that ERPNext is provided on an "as-is" basis and You are responsible for configuring it according to your business needs.

5. Billing & Payment

5.1 Billing Cycle

Services are billed monthly/annually (as per your plan selection) in advance.

5.2 Payment Terms

Payment is due immediately upon invoice. We accept [Kashier,PayPal].

5.3 Late Payments

Accounts with overdue payments may be suspended until payment is received.

5.4 Refunds

Subscription fees are non-refundable unless required by applicable law. Refund requests must be made within 15 days of charge.

5.5 Price Changes

We may increase prices with 30 days' Email notice,Instant Message . Continued use constitutes acceptance of new pricing.

5.6 Overage Charges

Additional charges may apply for resource usage exceeding your plan limits.

6. Uptime & Service Level Agreement (SLA)

6.1 Uptime Guarantee

We guarantee 99.9% network uptime, measured monthly.

6.2 Scheduled Maintenance

We may perform maintenance with 24-48 hours' notice. Maintenance windows do not count toward SLA calculations.

6.3 SLA Credits

SLA credits are the sole remedy for uptime failures and do not constitute refunds.

6.4 Exclusions

The SLA does not apply to:

• Customer-caused issues
• Third-party services
• Denial-of-service attacks
• Force majeure events

7. Data Backup & Security

7.1 Backups

Data backups are provided as a protective measure and do not replace the customer’s responsibility to maintain independent copies of critical data.

We perform automated daily backups - one backup each 24 hours - of customer data stored on our ERPNext SaaS platform. Backups include database data. Backups are retained on a rolling basis and automatically overwritten according to our internal retention policy. While reasonable efforts are made to ensure data integrity and availability, backups are provided on a best-effort basis and are not guaranteed for indefinite retention. Restoration requests are subject to verification and operational feasibility.

Backup retention periods vary by plan and are subject to storage capacity and operational constraints. Long-term data retention beyond the defined window is not guaranteed.

7.2 Data Security

We implement industry-standard security measures, including firewalls, encryption, and intrusion detection.

7.3 Data Protection

You are responsible for securing sensitive data and complying with data protection regulations (GDPR, CCPA, etc.).

7.4 Data Retention

Upon service termination, we will retain your data for 30 days. After this period, data will be deleted and cannot be recovered.

8. Support Services

8.1 Support Levels

Support services vary based on your plan:

• Standard Support: Business hours support via email
• Premium Support: 24/7 support via chat, email, and phone

8.2 Response Times

We aim to respond to support requests within the timeframes specified in your plan.

8.3 Support Limitations

We do not provide support for:

• ERPNext customization beyond basic configuration
• Third-party applications or plugins
• Custom development work
• End-user training

8.4 Additional Services

Custom implementation, development, or consulting services are available at additional cost.