Terms of Service
These Terms of Service ("Terms") govern the use of services provided by ihavenet.ltd ("Services"). By using our Services, you agree to be bound by these Terms.
1. Service Accounts and Usage
You are responsible for maintaining the confidentiality of your account credentials and for all activities conducted under your account, including activities performed by your end customers through the reseller portal.
2. Service Availability & SLA
We provide an availability Service Level Agreement (SLA) of 99.99% per Billing Cycle.
| Item | Description |
|---|---|
| 2.1 Availability | Availability is calculated per Billing Cycle (30 days), excluding planned maintenance notified 48 hours in advance and force majeure events. |
| 2.2 Downtime Definition | Downtime is defined as the inability to provision, access, or manage cloud resources through the platform. Partial degradation does not constitute downtime unless the control panel or API is completely inaccessible. |
| 2.3 Continuous Downtime | Multiple outages separated by less than 30 minutes are considered a single continuous incident for compensation purposes. |
| 2.4 Response Time | Critical incidents will receive an initial response within 15 minutes during support hours (09:00–21:00 daily). |
2.5 SLA Compensation
a) Standard Compensation (Minor Outages)
Confirmed downtime beyond the 99.99% SLA will be compensated by extending service time at three (3) times the duration of the outage.
b) Major Outage Options
If continuous service downtime exceeds three (3) hours within a single incident, customers may choose one of the following options:
-
Option 1: Terminate Service
Request termination and receive a prorated refund for unused portions of the Billing Cycle (as defined in Section 5). No service time compensation is provided if this option is selected. -
Option 2: Continue Service
Continue using the service and receive compensation at three (3) times the downtime duration, capped at a maximum of nine (9) hours per incident.
c) Notification Requirement
Customers must notify their choice within 24 hours of service restoration via our support channels. Failure to notify within this timeframe will be considered as choosing Option 2 (Continue Service with compensation).
d) Compensation Examples
Example 1: Minor Outage
- Downtime: 1 hour
- Compensation: 3 hours (3× multiplier)
- Result: Customer continues service with 3-hour credit
Example 2: Major Outage – Customer Exits
- Downtime: 5 hours (continuous)
- Customer chooses: Option 1 (Terminate)
- Result: Prorated refund for unused days, no service credit
Example 3: Major Outage – Customer Stays
- Downtime: 5 hours (continuous)
- Customer chooses: Option 2 (Continue)
- Calculation: 5 hours × 3 = 15 hours
- Result: 9 hours credit (capped at maximum)
Example 4: Extreme Outage
- Downtime: 12 hours (continuous)
- Customer chooses: Option 2 (Continue)
- Calculation: 12 hours × 3 = 36 hours
- Result: 9 hours credit (capped at maximum)
SLA Compensation Notes:
- Compensation is provided as additional service time only, extending your current Billing Cycle.
- No additional resources, quota, or compute credits are granted beyond the time extension.
- Service time compensation is capped at nine (9) hours per incident, regardless of actual downtime duration.
- SLA credits are non-transferable and cannot be exchanged for cash or applied to other services.
- Compensation applies only to paid service periods; trial or promotional periods are excluded.
3. Billing Cycle & Resource Allocation
One Billing Cycle is defined as 30 calendar days. Prepaid services covering multiple months are treated as multiple independent Billing Cycles.
- Cloud resources and quota are allocated per Billing Cycle.
- Unused quota does not roll over to subsequent Billing Cycles.
- If usage exceeds the current cycle, quota from a future Billing Cycle may be consumed.
Any usage applied to future Billing Cycles shall be deemed service already rendered and is non-refundable.
4. Termination for Cause
As outlined in Section 2.5(b), if continuous service downtime exceeds three (3) hours within a single incident, you may choose to terminate the affected service and request a refund for unused portions as defined in Section 5.
To exercise this right, you must notify us within 24 hours of service restoration via Facebook Messenger or email.
5. Refund Policy
5.1 Unused Billing Cycles
Billing Cycles that have not commenced are fully refundable.
5.2 Current Billing Cycle (Prorated)
Refunds for the active Billing Cycle are calculated as:
- Calculated using calendar days only.
- Partial days are not counted.
- Proration applies only if no future-cycle quota has been consumed.
5.3 Non-Refundable Cases
- Consumed cloud resources or quota (including future-cycle usage)
- SLA credits already granted
- Service used in violation of these Terms
- Voluntary termination without qualifying for major outage clause (Section 2.5)
Advance payments are not escrow deposits and are allocated according to Billing Cycles.
6. Customer Support
- Support Hours: 09:00 – 21:00 (Daily, Singapore Time GMT+8)
- Critical Incident Response: Within 15 minutes during support hours
- General Inquiries Response: Typically within 4 business hours
- Support Channels: Facebook Messenger (primary), Email ([email protected])
7. Acceptable Use Policy
Reseller partners and their end customers must not use the platform for any of the following:
- Illegal activities or regulatory violations in any applicable jurisdiction
- Network abuse, port scanning, spam, phishing, or DDoS attacks
- Hosting or distributing malware, ransomware, or malicious code
- Mining cryptocurrency without prior written approval
- P2P or copyright-infringing file sharing
- Unauthorized access to third-party systems or data
Reseller partners are responsible for ensuring their end customers comply with this policy. Violations by end customers may result in suspension of the reseller account.
8. Account Suspension and Termination
- Violation of Terms may result in immediate suspension or termination.
- No refunds will be issued except as expressly stated in this SLA.
- Ihavenet reserves the right to suspend any reseller account that poses a risk to platform integrity or other customers.
9. Reseller Responsibilities
As a reseller partner, you acknowledge and agree to the following:
- You are responsible for all billing, support, and communications with your end customers.
- You must not misrepresent Ihavenet's infrastructure capabilities or SLA to your customers.
- White-label usage is permitted; however, you may not claim ownership of the underlying infrastructure.
- You must maintain accurate records of your end customers for compliance purposes upon request.
10. Liability & Disclaimer
- Services are provided "AS IS".
- Maximum liability is limited to the fees paid for the affected Billing Cycle.
- Ihavenet is not liable for losses incurred by your end customers as a result of your resale activities.
11. Privacy
Personal data is handled in accordance with our Privacy Policy.
12. Changes to Services
We may modify or discontinue services with prior notice where reasonably possible. Pricing changes for reseller tiers will be communicated at least 30 days in advance.
13. Breach of Terms
- Immediate suspension of reseller account
- Termination without refund
- Permanent service denial
14. Miscellaneous
- If any provision is invalid, remaining provisions remain effective.
- These Terms constitute the entire agreement between Ihavenet and the reseller partner.
15. Contact
- 📧 Email: [email protected]
- 📍 Location: Singapore (SGIX)