45 Tower Str, Qrendi QRD 1254 - Malta
tel: +356 99854384 / info at a6it.com

Terms & Conditions

We try to provide services in an efficient and cost-effective manner.

  • Service levels:
    • Services provided with a 99% uptime for any given month.
    • Update/service windows are advised in advance, except in case of emergency.
    • Update/service windows do not count toward uptime/downtime calculations.
       
  • Management of services:
    • If you do your own management, you are expected to:
      • update servers (physical and virtual) and software monthly
      • keep abreast of developments related to your services
      • failure to regularly update will result in us taking over updates
    • If we manage the service for you, we will:
      • update servers (physical and virtual) and software we provide monthly
      • we'll keep abreast of developments related to services we provide
    • If whether as a last resort or by agreement we take over updates, we will:
      • update servers (physical and virtual) and software we provide monthly
      • we'll keep abreast of developments related to services we provide
      • charge our support rates, or as agreed
         
  • Requesting support:
    • We provide an array of support options: email, chat, SMS and telephone.
    • Low priority requests should be sent via email, chat or SMS.
    • Requests of a serious nature should be sent via email or chat and SMS.
    • Requests of a critical nature should be sent via email or chat and telephone.
    • Provide as much detail as possible to re-create the issue being reported.
    • Support is provided during our working hours at the agreed rates.
    • Extra charges apply for support outside office hours.
       
  • Response times:
    • Response times vary by severity (assigned by us) as follows:
      • Low : 24 - 48 hours
      • Serious : 8 - 16 hours
      • Critical : 4 - 8 hours
    • Normally, priority is assigned on a first come first served basis.
    • Higher commitment accounts get higher priority for support calls.
    • Resolution times will be communicated as soon as feasible to do so.
    • Support is provided during our working hours at the agreed rates.
    • Extra charges apply for support outside office hours and/or priority requested.
       
  • Payment terms:
    • Monthly in arrears: support and other services
    • Yearly in advance: domains, web hosting, mail and IP services
    • Quarterly in advance: bandwidth, servers (physical and virtual)
    • Power: estimate (quarterly in advance) + actual (monthly in arrears)
    • Invoices are to be paid within 15 days from the time period stated on the invoice date.
       
  • Payment methods:
    • Bank transfer: details,including IBAN, are on invoices. Cover all bank charges.
    • Card payments: ask for secure link. A surcharge may apply.
    • Cheque payments: €5 added to next invoice.
    • Cash payments: not accepted.
       
  • Late payments:
    • Interest at the highest rate applicable will be charged.
    • €10 late payment fee will be added to next invoice.
    • Current services may be suspended and/or terminated.
    • Further services may be refused.
       
  • Refunds:
    • Refunds cannot exceed the monthly service fee.
    • No loss of business and/or profit requests possible.
    • Refunds are pro-rata to the monthly downtime suffered.
    • Requests must be lodged within 5 days from event.
    • No refunds issued if any invoice is late.
    • A credit note against next invoice will be issued.
    • Our decision on whether a refund is applicable is final.
       
  • Termination:
    • We may suspend/terminate service if:
      • Illegal or unauthorized activity is suspected
      • Hosting or server or account has been hacked
      • Your use of our service is detrimental to us and/or others
      • Invoices are not being paid, or are paid late
      • Any other reason deemed to cause concern to us
    • You may terminate the service at any time, provided that:
      • all invoices are settled; and
      • giving 60 days notice so not to issue the next invoice
    • Unused and paid for services are not refunded.
       
  • Ownership:
    • Client supplied data is the property of the client.
    • Company owned services remain the property of the company, even if customised for the client. Adaptations and enhancements to speed up or protect the service remain the company's property.
    • Programming paid for by the client is the client's property, if so agreed and is paid in full.
    • Prior termination of service, it is the responsibility of the client to download their data. Left over data is deleted. Assistance, if asked for, will be provided at a charge and is to be paid in full in advance.
    • Backups, if any, held by the company are for the company's own use.
    • Should clients require a backup or restore to be performed service charges apply.
       
  • Office Hours:
    • Working hours: Monday to Friday 9am - 5pm CET, except holidays.
    • Public/National Holidays:
      • January: 1
      • February: 10
      • March: 19, 31
      • May: 1
      • June: 7, 29
      • August: 15
      • September: 8, 21
      • December: 8, 13, 25, 26
    • Holidays: in 2016 - 27 to 30 December, both days included.
    • Holidays: in 2017 - 29 and 30 March; 7, 14 and 16 April; 30 June; 5 August; 2726 to 29 December.
    • There might be days when not all support options may be available due to planned or unforseen circumstances. These will be announced as soon as possible.
       
  • Support Rates:
    • Remote support: rate as quoted/hr (office hours) - minimum 15 minutes.
    • On site support: rate as quoted/hr (office hours) - minimum 30 minutes.
    • Priority support, if possible, available at a 25% surcharge.
    • Add 50% surcharge for outside office hours support.
       
  • VAT and taxes:
    • All prices are quoted excluding VAT and taxes.
    • VAT and/or taxes will be charges as applicable.
    • Supply a valid VAT number when registering for service.
       
  • Others:
    • Service provided according to the Laws of Malta.
    • Updates, if any, come into effect 30 days after last update date.
    • Updates as at 09/Nov 2016 are marked in blue.
    • Updates as at 18/Nov 2016 are marked in green.
    • Updates as at 22/Dec 2016 are marked in orange.
    • Updates as at 01/Jan 2017 are marked in violet.
       

Other terms available and negotiated separately.