Terms Of Service

Outline Of Agreement 

Section 1A | Basic Information 

Please read the entire agreement and indicate if you accept these terms. It is a contract between you and Q-FI CLOUD. You agree to these terms when you create an account or use our Services. When terms such as “We”, “Our”, “Us” are used, we are referring to Q-FI CLOUD. 

Section 2A | Ability to Agree 

To use the Service, you need to be above the age of 18 or above the age of 13 with parental consent. If you are using the Service on behalf of a company or organization, you represent that you have the authority to act on behalf of that entity, and that such entity accepts this Agreement. 

Account and Security 

Section 1B | Account Creation 

Q-FI CLOUD requires that all information provided during the account creation process be accurate. Users are expected to provide truthful and complete information when creating an account. Q-FI CLOUD reserves the right to terminate any account that uses or was created using false information or that is determined to have been created for a purpose that violates this Agreement or any other agreements in place. 

Additionally, all users are required to have separate accounts and are not allowed to share accounts between parties or persons. Each user should safeguard their account password and take necessary steps to prevent unauthorized access to their account, especially on shared devices. Q-FI CLOUD cannot be held responsible for any unauthorized changes or access to a user’s account. 

Q-FI CLOUD also retains the right to deny the creation of any account for any reason at its sole discretion. This means that Q-FI CLOUD may refuse to create an account without providing any explanation or justification. It is within Q-FI CLOUD’s discretion to determine whether an account should be created or not, based on its internal policies and guidelines. 

Compliance with these requirements is essential for users to maintain a valid and active account with Q-FI CLOUD. Users are expected to provide accurate information, keep their account secure, and refrain from sharing accounts or engaging in any activities that violate this Agreement or other agreements in place. Failure to comply with these requirements may result in the termination of services or denial of account creation, as determined by Q-FI CLOUD. 

Section 2B | Account Security and Access 

Q-FI CLOUD takes the security and protection of user accounts seriously. If Q-FI CLOUD believes that a user’s account has been compromised or there is a potential security risk, Q-FI CLOUD may take necessary actions to protect the user and Q-FI CLOUD. These actions may include but are not limited to resetting account passwords, canceling subscriptions, suspending accounts, or restricting account activities or access. These measures are taken to safeguard the integrity and security of our services and prevent unauthorized access to user accounts. 

In addition, users are strictly prohibited from using our services to collect and store private information for the purpose of selling or using against others. Users are also not allowed to obtain data from our service or request data about other users or servers, unless it involves a legal investigation or is needed for a critical emergency. Any unauthorized attempts to collect, request, or manipulate data from our service are strictly prohibited and may result in immediate termination of services and legal action. 

Furthermore, the use of a Virtual Private Network (VPN) to access our services is strictly prohibited. If a user is found to be using a VPN to access our websites or services, their access may be blocked. This policy is in place to ensure the security and integrity of our services and prevent any unauthorized access or misuse. 

Users are expected to comply with these security and access requirements and refrain from engaging in any activities that compromise the security or privacy of our services, users, or Q-FI CLOUD. Failure to comply with these requirements may result in the termination of services, restriction of access, or legal action, as deemed necessary by Q-FI CLOUD to protect the interests of our users and Q-FI CLOUD. 

Section 3B | Identification and Verification 

Q-FI CLOUD reserves the right to request additional information for the purpose of verifying a user’s identity, disability, job, or age. This may include but is not limited to providing an ID, video, legal documentation, photo, or participating in a video chat. If a user denies or refuses to provide such information upon request, Q-FI CLOUD holds the right to terminate any and all services under their account. This is to ensure the integrity and security of our services, prevent fraud, comply with applicable laws and regulations, and protect the interests of our users and Q-FI CLOUD. 

Users understand and acknowledge that failure to comply with identification and verification requests may result in the termination of their services, and they will be solely responsible for any consequences arising from such non-compliance. Q-FI CLOUD reserves the right to take appropriate legal action against users who refuse or fail to provide the requested information for identification and verification purposes. 

Users further acknowledge and agree that the information provided for identification and verification must be accurate, up-to-date, and complete. Providing false, misleading, or fraudulent information is strictly prohibited and may result in immediate termination of services and legal action. Users are responsible for ensuring that the information on their account is kept current and managed properly, and any changes or updates must be promptly communicated to Q-FI CLOUD. 

Q-FI CLOUD is committed to protecting the privacy and security of users’ information and will handle all information provided for identification and verification purposes in accordance with applicable laws and regulations, and our privacy policy. Users understand and consent to the collection, use, and storage of their information for identification and verification purposes as described in our privacy policy. 

By using our services, users acknowledge and agree to comply with these identification and verification requirements and provide accurate and truthful information upon request. Failure to do so may result in the termination of services or restriction of access to our services. 

Service Usage 

Section 1C | Misconduct, Illegal, Fraudulent Behavior 

In addition to the above-mentioned terms, it is imperative to understand and abide by certain guidelines related to the usage of our services for legitimate and legal purposes. 

1. Prohibited Activities: You may not use our services for fraudulent, illegitimate, or any illegal purposes. This includes but is not limited to activities such as phishing, hacking, spamming, spreading malware, engaging in illegal activities, or any other activities that violate applicable laws or regulations. If we determine that any of these activities are occurring while you are using our services, your services will be instantly terminated. 

2. Unauthorized Access: You are strictly prohibited from attempting to manipulate, edit, or modify any part of the services that you are not meant to have access to. This includes unauthorized access to server settings, configurations, or any other aspect of the service that is beyond the scope of your authorized usage. Any unauthorized access or tampering with the service is strictly prohibited and may result in immediate termination of your services. 

It is essential to use our services for legitimate and legal purposes only and to comply with all applicable laws, regulations, and guidelines. Any activities that are deemed fraudulent, illegitimate, or illegal are strictly prohibited, and we reserve the right to terminate your services if such activities are detected. By using our services, you acknowledge and agree to comply with these guidelines to ensure the appropriate and lawful usage of our services. 

Section 2C | General Services 

In addition to the statements mentioned above, it is important to understand and acknowledge certain terms and conditions related to updates, modifications, suspensions, and warranties of our service. 

1. Updates and Modifications: We reserve the right to update, end, modify, suspend, or upgrade the service at any time and without notice. This may include changes to features, functionalities, or service plans. It is the responsibility of the user to review and comply with any updates or modifications made to the service. 

2. End of Life (EOL): In the event that the service reaches End of Life (EOL), Q-FI CLOUD and its shareholders shall not be held responsible for any refunds or fraudulent charges incurred by the user. It is the responsibility of the user to be aware of the EOL status of the service and plan accordingly. 

3. Performance and Hardware Guarantee: No specific performance or amount of hardware is guaranteed for your service. The performance and hardware resources of the service may vary depending on factors such as server load, network conditions, and service plan. We do not guarantee any specific level of performance or hardware resources for the service. 

4. Services Provided As-Is: All Services are provided as-is and without warranty. This means that we do not provide any warranties, express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, or non-infringement. The use of the service is at the sole risk of the user. 

5. Data Management: You are responsible for keeping any and all data on your services up-to-date and managed. This includes regular backups, updates, and maintenance of your data. We are not responsible for any data loss, data corruption, or data management issues that may occur on your services. 

6. Complimentary Services: Services provided at no charge, including giveaway services, are treated as spot instances and may be removed at anytime without prior notice. Users of free and giveaway services do not qualify for account credits, nor can they migrate their service to another plan or service type at zero cost. Additionally, they do not enjoy the same rights and privileges as paying users. Free and giveaway services are also held accountable for any actions performed on the services, and users are liable for any misconduct. 

7. Unmetered Labling: Our services are not truly unlimited; “unmetered” simply indicates that active monitoring is not in place. However, a limit may be enforced to safeguard both the service and the underlying hardware. If an unmetered service surpasses a specific threshold, we reserve the right to suspend or remove the service. 

By using our service, you acknowledge and agree to these terms and conditions related to updates, modifications, suspensions, warranties, and data management. It is important to review and understand these terms to ensure compliance and mitigate any potential risks or issues with your service. 

Section 3C | Legal 

In addition to the statements mentioned above, it is important to understand and acknowledge certain requirements and limitations related to our service in relation to Games, Operating Systems, Images, and software licensing. 

1. Third-party Relations: We do not have any direct affiliations or partnerships with Games, Operating Systems, or Images outside of our own domain. Any reference to such entities on our service is for informational purposes only and does not imply any endorsement or association. 

2. Software Licensing: All software provided or used on our service is subject to the license terms and conditions set by its respective owner or trademark holder. It is the responsibility of the user to comply with these license terms and conditions, including any restrictions or limitations imposed by the software owner or trademark holder. 

3. Brand Names and Trademarks: All brand names and trademarks featured on our services belong to their respective copyright or trademark holders. The use of these brand names or trademarks on our service is strictly for identification purposes and does not grant any rights or permissions to use or reproduce them without the explicit consent of the respective copyright or trademark holders. 

4. “Unlimited” Services: While some of our services may be labeled as “unlimited,” it is important to note that no service is truly unlimited. These services still have certain limits, such as bandwidth, storage, or other resources, which may vary depending on the specific service plan. Exceeding these limits may result in flags on your server and potential suspension of the service. 

By using our service, you acknowledge and agree to these requirements and limitations related to Games, Operating Systems, Images, and software licensing. It is important to review and understand these requirements to ensure compliance and avoid any potential issues or disruptions to your service. 

Section 3D | Alpha and Beta Program 

Under no circumstances may you share or distribute data or information considered to be dangerous or a risk to the project in question. You may also not distribute any information deemed by Q-FI CLOUD as NFTP (Not For The Public). Distribution of this material is strictly prohibited. 

Payments, Cancellations, and Termination 

Section 1E | Payments 

It is important to note that all payments for our services should be paid in full, unless otherwise stated by us. Payments must be made through our website or to our executive branch, as per our designated methods. We do not hold any liability for payments made outside of these approved methods. 

Please be aware that Payment Gateways may charge fees when purchasing our services, and we do not hold responsibility for covering those fees. It is important to review and understand the terms of service of the Payment Gateways used for transactions. 

Refund requests are strictly prohibited, unless required by law or apply to our 7 day refund policy. We have policies in place to ensure that refunds are only issued in compliance with applicable laws and regulations. 

All services provided by us have a designated renewal date, and subscription payments will automatically be deducted at 12am EST on the due date. It is the responsibility of the user to ensure that payments are made in a timely manner to avoid any disruptions in service. 

In the event that services are not paid after 3 days from the due date, please note that your data may be at risk of being lost, and your service may be terminated. It is crucial to adhere to the payment terms and ensure timely payments to avoid any potential data loss or service termination. 

We strive to provide a reliable and secure service, and it is imperative to understand and comply with our payment policies to ensure a seamless experience for all our customers. 

Section 2E | Cancellations and Termination 

In the event that your service is canceled or terminated, it is important to note that you are not entitled to a refund. We, at our sole discretion, reserve the right to terminate your service for any reason or no reason, and this may be done without prior notice. We are committed to maintaining a safe and respectful environment for all users of our service, and as such, we will take immediate action to terminate the service of any user, or anyone affiliated with them, found to be engaging in bullying, exploitation, hacking, or any other activities that we deem inappropriate, whether directed towards anyone on or off our service or any company. This also includes individuals who are affiliated with the user in question. 

Additionally, please be aware that any unauthorized or fraudulent transactions associated with your account may result in the termination of your services. It is imperative to adhere to our terms of service and policies, and to use our service in a lawful and responsible manner to avoid any disruptions or termination of services. 

We take the integrity and safety of our service seriously and strive to ensure a positive experience for all users. It is essential to understand and abide by our terms of service to avoid any potential termination of services without refund. 

Section 3E | 7-Day Refunds 

To be eligible for a refund within a 7-day time frame, it is essential that you meet specific minimum requirements as outlined in our refund policy. Please keep in mind that refunds cannot be requested or approved in the following situations: 

1. Failure to contact customer support: If you encounter any issues with our product or service, it is imperative that you make a sincere effort to reach out to our customer support team for assistance before initiating a refund request. We are dedicated to resolving any challenges you may encounter and providing swift support to address your concerns. 

2. Exceeding the refund limit: Our refund policy allows for a maximum of one 7-day refunds per customer. If you have already availed yourself of this allowance, subsequent refund requests will not be processed. 

3. Violation of terms of service or policies: Refunds will not be granted if it is determined that you have violated our terms of service or any other policies in place. This includes, but is not limited to, misuse of our product or service, engagement in fraudulent activities, or violation of any applicable laws or regulations. 

4. Attempting to circumvent restrictions: Any effort to bypass or manipulate our refund policy or other restrictions specified in our terms of service or policies will disqualify you from receiving a refund. This includes, but is not limited to, creating multiple accounts, providing false information, or abusing our refund process in any manner. 

5. For Enterprise customers: Refunds are not available under any circumstances. 

We take our refund policy seriously and aim to ensure fair and consistent treatment for all our customers. Please review our refund policy carefully to understand the conditions under which refunds may be granted. 

Section 4E | Service Credit 

Q-FI CLOUD, as part of its customer-centric approach, offers service credits that can be utilized towards the purchase of any Q-FI CLOUD service or approved product. These service credits hold the status of a digital currency and should be treated with utmost care and attention. In order to ensure a seamless experience, it is important to be aware of the following details regarding Q-FI CLOUD service credits: 

1. Non-transferable between accounts: Service credits provided by Q-FI CLOUD are non-transferable and can only be utilized within the account in which they are issued. They cannot be transferred to any other account, either within or outside of Q-FI CLOUD’s system. This ensures that the credits are used by the intended recipient and are not misused or transferred without proper authorization. 

2. Irreplaceable if lost: Q-FI CLOUD service credits, being a form of digital currency, do not have a physical form and exist only in a digital format. As such, they cannot be replaced if lost, misplaced, or deleted. It is the customer’s responsibility to ensure the safekeeping of their service credits and take necessary precautions to prevent any loss. 

3. Option for refunds: Q-FI CLOUD customers have the option to receive service credits in lieu of a refund. This provides flexibility and allows customers to utilize the credits towards future purchases, thereby enhancing their overall experience with Q-FI CLOUD’s products and services. Service credits can be a convenient and valuable alternative to traditional refunds. 

4. Approved for Q-FI CLOUD services and products: Service credits can be applied towards the purchase of any Q-FI CLOUD service or approved product. This allows customers to choose from a wide range of offerings and utilize their service credits in a manner that best aligns with their needs and preferences. 

By offering service credits as a digital currency, Q-FI CLOUD aims to provide a seamless and flexible experience for its customers. It is essential for customers to be familiar with the terms and conditions associated with service credits, including their non-transferability, irreplaceability, and potential use as an alternative to refunds. 

Abuse and Giveaways 

Section 1F | Abuse 

As a service provider, we take abuse, misuse, and any actions that may break the law very seriously. To maintain a safe and compliant environment for all users, it is crucial to report any such incidents promptly. We require that any abuse or misuse of our service be reported to us within 24 hours of its occurrence. 

Furthermore, we acknowledge the importance of protecting copyright and intellectual property rights. If you have any copyright claims or Digital Millennium Copyright Act (DMCA) requests related to our service, it is essential to report them to us within 24 hours of discovery. We have designated channels and processes in place to address such claims promptly and efficiently. 

To report any abuse, misuse, copyright claims, or DMCA requests, please contact our designated email address: abuse@Q-Fi Cloudnode.net. Our team will review and investigate all reports received in a timely manner, taking appropriate action to ensure compliance with our terms of service and applicable laws. 

We are committed to maintaining a safe and lawful environment for all users of our service. Reporting any abuse, misuse, or copyright violations within the specified timeframe allows us to take swift action to address and resolve any issues that may arise. Your cooperation in promptly reporting any incidents of concern is greatly appreciated and contributes to the overall security and integrity of our service. 

Section 2F | Giveaways 

participants must adhere to all requirements in order to enter our giveaways. These requirements are in place to ensure fairness, compliance with laws and regulations, and a positive experience for all participants. 

1. Residency: Our giveaways are typically open to participants residing in specific regions or countries. It is important for participants to check the giveaway rules and confirm their eligibility based on their residency before entering. Non-compliance with residency requirements may result in disqualification. 

2. Entry Limitations: Participants are usually limited to a certain number of entries per giveaway. It is crucial to review the giveaway rules and follow the specified entry limitations. Any attempt to exceed the entry limitations may result in disqualification. 

3. Entry Method: Giveaways may have specific entry methods, such as submitting a form, following social media accounts, or sharing content. Participants must follow the specified entry method(s) as outlined in the giveaway rules. Failure to do so may result in disqualification. 

4. Account Authenticity: Participants must use genuine and valid social media accounts or email addresses when entering our giveaways. The use of fake or multiple accounts to enter the giveaway is strictly prohibited and may result in disqualification. 

5. Giveaway Period: Our giveaways have a specified start and end date, and entries received outside of this period will not be considered. It is important for participants to submit their entries within the giveaway period as specified in the rules. 

6. Prize Acceptance: Winners of our giveaways may be required to provide additional information, such as a valid mailing address, for prize fulfillment purposes. Failure to provide accurate and timely information may result in forfeiture of the prize. 

7. Compliance with Laws and Regulations: Participants must comply with all applicable laws and regulations, including but not limited to tax laws, when participating in our giveaways. Any non-compliance may result in disqualification and/or legal consequences. 

8. Communication: Participants must maintain open and timely communication with us during the giveaway process, including responding to emails or messages requesting information or verification. Failure to do so may result in disqualification. 

It is essential for participants to review and understand all the requirements associated with our giveaways before entering. Failure to comply with these requirements may result in disqualification from the giveaway. We appreciate your cooperation in adhering to these requirements, as they are designed to ensure fairness and compliance with laws and regulations. 

Conclusion 

By adhering to these Terms of Service, you help ensure a safe and enjoyable experience for all users. Please remember to review this document periodically, as we may update these terms without prior notice. Your continued use of Q-FI CLOUD’s services constitutes acceptance of any changes to the Terms of Service. 

Privacy Policy 

This Privacy Policy explains when we collect information about you, including Personal Information (“PI”), what we collect, why we collect it, how we use it, who we share it with, where it is processed, how we handle it, and your choices and legal rights associated with this information. Your use of our websites, products, services, or other online activities (“Services”) provided by Q-FI CLOUD constitutes your consent to these practices. 

Information we collect or receive 

We collect and receive information from and about you by different means as described below. 

Information You Provide to Us 

We collect the information that you directly provide to us, such as when you enter it on our website, or include it in an email that you send to us. This type of collection often occurs through our business support processes, such as: 

1. Registration or Q-FI CLOUD Account Creation Processes, where we ask you to provide information such as: Contact info (e.g. name, email or physical address, country, or phone number); Account Administration Info (e.g. user name, password, or security questions); Billing Information (e.g. credit card or other payment number, billing address); Date of Birth; and Profile Info (e.g. profile photo, languages, likes). 

2. Purchase Processes, where we may ask you to provide additional billing info to process payment. 

3. Technical and Customer Support Processes, where we may ask you to provide contact info and information related to the issue you are contacting us about. We may also record and save calls, texts, or any other communication sent to Q-FI CLOUD by you. 

4. Connecting to the Service, where you will provide your IP, location, timezone, language, operating system, or any other information needed for you to connect and use our services. 

In addition, we collect the information that you provide by entering it into certain Service features. Please make sure that any personal details which you provide are accurate and current. We will send any important information relating to your account to you using the contact information you provide (including account security and privacy notices). You can check and update some of the information you have provided to us at any time via Support or on a Q-FI CLOUD service. 

Automatic Information Collection 

We may also automatically or passively collect information about your use of our Services. Here are some of the services we collect data on automatically and what data they collect: 

Q-FI CLOUD Service 

Each time you sign into Q-FI CLOUD and access our Services, we may automatically: 

• Collect information about your use of Q-FI CLOUD Services on your device 
• Log your activity on Q-FI CLOUD Services 
• Collect information such as IP address, timezone, operating systems. 

Websites, Marketing, and Advertising 

Each time you visit our websites or receive and interact with our marketing communications and advertising on our and third-party websites and services, we may automatically log your activity on web, emails, or advertising and marketing servers we control through cookies (small information files placed on a hard drive), web beacons, tracking pixels, browser configuration details (e.g. browser type, list of installed plugins and list of installed fonts), and embedded scripts (programming code that is temporarily downloaded onto a device). 

Information Use 

This section explains how we may use the information we collect about you. We may combine information from any of the sources explained in the “Information That We Collect or Receive” section of this Privacy Policy. 

Services 

We may use your information to operate our Services. We may also personalize the services we provide to you based on the information we have collected about you. 

Development 

We use the information we collect to understand, improve and enhance our existing Services, your experiences with them, and our business operations, and to develop new ones. 

Moderation and Safety 

We may use the information we collect for auditing, compliance, and legal purposes. 

Security 

In order to help protect you and others, we may use the information we collect and receive in order to: 

• Identify fraudulent activities and transactions. 
• Prevent abuse of and investigate and/or prosecute any potential threat to or misuse of our Services. 
• Protect your account from unauthorized access. 

Government Authorities 

We may share your information with police and other government authorities if we believe that it is reasonably necessary to comply with a law, regulation, or legal process, to detect, protect and enforce the safety of any person, their property or their rights, to address fraud and security and report criminal activity. The majority of the cases in which we have shared information with police and government authorities concern their investigations into stolen devices, unauthorized use of payment methods, or moderation purposes and safety of Q-FI CLOUD and its users. In a small number of cases, we have also provided information in response to anti-fraud or more serious criminal investigations. 

Security and Retention 

We seek to maintain appropriate technical and organizational security measures that conform to industry standards to help protect your information against unauthorized or accidental disclosure, access, misuse, loss, or alteration. Although we strive to protect your information, we cannot ensure or warrant the security of such information. There is no such thing as perfect security. 

We may retain information about you as long as it is necessary for us to fulfill the purposes outlined in this policy. In addition, we may retain your information for an additional period as is permitted or required to, among other things, comply with our legal obligations, resolve disputes, and enforce agreements. Where required by applicable law, we shall delete your information when the information is no longer necessary or requested to do so. Even if we delete your information from active databases, the information may remain on backup or archival media as well as other information systems. 

Your Rights 

Request to Access and Correct: You have the right to request that we inform you of the PI we hold about you, as well as to request the correction of any inaccurate information about you. 

Right of Access: You have the right to request that we inform you of the PI we have collected, used, and shared about you, and to obtain a copy of it. 

Right of Deletion: You have the right to request that we delete the PI we have collected or retained about you in some circumstances as defined by law. To request removal of certain of your PI from a blog, forum, or message board, please contact our support team. Following your request for deletion, please be aware that the information that we collect about you may still be retained for legal, accounting, business continuity (backup), anti-fraud, and community reasons. 

In some cases, your choices to provide, change, or delete information may affect our ability to deliver our Services or your user experience. We may decline to process requests which are not otherwise required by applicable law. You have the right not to be unlawfully discriminated against because you have exercised these rights. 

Changes to this Policy 

We may revise this Privacy Policy at any time, and we will update this Policy with any revisions. By continuing to access or use the Services after those changes become effective, you acknowledge and accept that PI will be handled in accordance with the revised Privacy Policy. We encourage you to periodically review this Privacy Policy to stay informed about our privacy practices. 

Contact Us 

If you have any questions or concerns about this Privacy Policy or our privacy practices, please contact us at our support email or through the contact information provided on our website. 

Service Level Agreement (SLA) 

This Service Level Agreement (SLA) is a part of the Terms of Service between Q-FI CLOUD and its users (the “Customer”). This SLA outlines the performance and availability standards that Q-FI CLOUD commits to providing to the Customer. 

5. Service Availability 

Q-FI CLOUD guarantees a 99.9% uptime for its services, excluding any scheduled maintenance or force majeure events. In the event that service availability falls below the guaranteed uptime, the Customer may be eligible for service credits, as outlined in Section 3 of this SLA. 

6. Scheduled Maintenance 

Q-FI CLOUD may conduct scheduled maintenance to improve, upgrade, or maintain the quality of its services. Q-FI CLOUD will provide at least 24 hours’ notice to the Customer before conducting any scheduled maintenance. Scheduled maintenance will not count towards service availability calculations. 

7. Service Credits 

In the event of service unavailability, which includes but is not limited to DDOS Attacks, falling below our 100% uptime guarantee, customers may qualify for service credits. These credits are calculated based on a percentage of the monthly service fees and will be allocated as follow

• Less than 100% but greater than or equal to 99.7% uptime: 2%  service credit 
• Less than 99.7% but greater than or equal to 95% uptime: 25% service credit 
• Less than 95% uptime: 80% service credit 

Some users qualify for service credit equivalent to the cost of the downtime, which is reimbursed to the customer in the form of credit

To request service credits, the Customer must submit a written request to Q-FI CLOUD’s support team within 30 days of the end of the month in which the service availability issue occurred. The request must include the Customer’s account information, dates and times of the service unavailability, and any relevant details about the issue. Q-FI CLOUD will review the request and, if approved, apply the service credits to the Customer’s account. 

For Enterpise Customers 

In the event that service availability drops below the 100% uptime guarantee, the Customer may qualify for service days. Service days are determined based on the number of days with service disruptions and are automatically added to the Customer’s account. 

8. Customer Support 

Q-FI CLOUD ensures support for all its services. Typically, most issues are addressed within 24 hours, unless circumstances require longer attention, such as continuous customer waiting or awaiting customer response. If an issue remains unresolved after 24 hours, despite the customer’s cooperation in seeking a resolution, they are entitled to a 10% credit towards their next bill for each additional 24-hour period where our support team fails to take reasonable action to resolve the issue.

9. Data Backup and Recovery 

Q-FI CLOUD performs regular data backups to protect the Customer’s data. In the event of data loss or service unavailability due to hardware failure, Q-FI CLOUD will make reasonable efforts to restore the Customer’s data from the most recent backup. However, Q-FI CLOUD cannot guarantee complete data recovery in every situation. 

10. Limitations and Exclusions 

This SLA does not cover service unavailability caused by factors outside of Q-FI CLOUD’s control, including, but not limited to: 

• Force major events, such as natural disasters, acts of war, or terrorism 
• Customer’s misuse of the services or violation of the Terms of Service 
• Issues with the Customer’s internet connectivity or equipment 
• Third-party software or services 
• Acts or omissions by the Customer or any third parties acting on the Customer’s behalf 

11. Modifications to SLA 

Q-FI CLOUD reserves the right to modify this SLA at any time. Any changes will be effective upon posting of the revised SLA on Q-FI CLOUD’s website. The Customer’s continued use of Q-FI CLOUD’s services after any changes to this SLA constitute