Terms of Service
This outlines the terms of which we provide service(s) to individuals or business' on our platform.
Last updated 27th Februrary, 2023Section 1
Services
- The scope of our services (and support) is dependent on the description (of said service) at the time of placing the order.
- The cost of the subscription will remain static for the duration of your rental, this is subject to customer price index increases or decreases and VAT depending on your registered residence.
- Scaleblade holds the right to increase, update, decrease or otherwise modify the price of any services giving any affected customers at least 30 day(s) notice of the change.
- All services offered by us are assumed to be offered as a minimum rental service of 1 (one) month unless otherwise specified. Automatic extension of the agreement is assumed unless specifically opted out.
- Any services marked as "instant deployment" are automatically delivered within 15 minutes of your payment being confirmed. Any services that require additional setup may take up to 48 (working) hours.
- We aim to offer a reliable service, this includes uptime. If there is an outage or an issue with your service please reach out to us via our support panel and we will attempt to come to amicable compensation for any issues caused.
Section 2
Support tickets
- Our customer support is primarily based in Europe. Although we have a 24/7/365 team we sometimes see delays on responses outside our standard 9am-6pm (GMT) working hours.
- We expect our staff and support assistance to be treated with respect. Any abuse towards our team will result in service termination.
Section 3
Payment
- For an account to have the ability to deploy a cloud service they must have valid billing credentials and payment method linked as well as at least 1 initial payment for credit of £5 or greater.
- Payment for cloud and application deployments is taken on a usage basis. The value is calculated to the nearest hour and invoiced to your account no later than 5 days before the end of each calendar month.
- Any account is able to deploy with a concurrent value of up to £30/mo before requiring identity verification to increase billing limits. For billing limit increases over £300/mo the individual (or organisation) may be subject to additional credit checks.
- The end user is able to top up (or prepay) a credit balance to avoid using billing quota.
- Any service purchased through our Metal Deployment platform is subject to a pay-up-front policy. This cost is pro-rata'd for the duration of the calendar month. If you are purchasing a service within 7 days of the end of that calendar month your invoice will be pro-rata'd for the 1st of the following month (eg. purchasing on the 27th of Janurary will require an invoice from 27th Jan - 1st March to be settled prior to deployment).
- Scaleblade reserves the right to work with external partners in order to collect on outstanding invoices and any debt owed. These external partners may not be limited to the United Kingdom but can and will also extend to other countries we operate and offer services within.
- A service will be suspended after 24hours of no-payment, the service will be terminated (data non-recoverable) 48 hours following the suspension notice. We will attempt to resolve outstanding invoices (debt owed) within +14 days of the due date before working with our external collection partners.
Section 4
Physical Systems and Failure
- We are responsible for the physical security of any devices hosted on our network. You are not entitled to any physical access to any of our facilities at any time unless given written consent at least 7 working day(s) in advance.
- We use the best hardware on the market however as with all storage and data devices they can sometimes fail. We are not responsible for keeping additional backups of customer data, we suggest you use the 3-2-1 backup model and have at least 1 off-site backup.
- Scaleblade may offer backups on an individual basis, however we can not be held responsible for not having copies/backups of your data.
Section 5
Legal
- You confirm that all data given to us is valid and correct.
- You are required to keep any personal data regarding billing, residence or account holder up to date where possible for both billing and tax reasons.
- If you're younger than 13, you must have written permission from your parents/carer to make a purchase or register for any solutions offered by Scaleblade.
- If our servers or services are used to conduct unlawful or host illegal content/activities we will suspend your service immediately and no refund of payments will be given. We also reserve the right to take legal action and/or work with cybercrime enforcement agencies to report any crime(s) committed.
- You assure us that the publication of content created by yourself or any third party neither infringes United Kingdom (English) law, copyright or intellectual property laws applicable in the United Kingdom or your country of residence. We reserve the right to remove any content from your services that may impose on another entity(ies) intellectual property, copyright or trademark.
Section 6
Refunds and returns
- By purchasing any service you waive your right to a withdrawal once your service begins and you connect for the first time.
- In the rare case that a service is unable to match or outperform its listed qualities we will either upgrade, replace or refund your service value. This is done on a case by case basis.
Section 7
Third Party ToS
- When you agree to our Terms of Service and place an order, you also agree to the payment providers Terms of Service which can be found on the applicable providers website for your geographical location (Stripe, Paypal and Coinbase Commerce).
We aim to provide simple yet elegant hosting solutions using high-performance and scalable hardware that disrupt the market offering affordability and quality.
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