Terms and Conditions

Introduction

These Terms and Conditions ("Agreement") constitute a legally binding contract between you ("Client," "you," or "your") and SSE Network ("SSE," "we," "us," or "our"), governing your access to and use of all managed IT services, cloud infrastructure, and related solutions provided through sse.to (the "Website") and our client management portal at clients.sse.to (the "Portal").

By accessing the Website, placing an order, or using any of our services, you acknowledge that you have read, understood, and agree to be bound by this Agreement in its entirety, together with our Privacy Policy and Cookies Policy, which are incorporated herein by reference.

Definitions

For the purposes of this Agreement, the following terms shall have the meanings set out below:

• "Agreement" means these Terms and Conditions, together with any Service Order, Statement of Work, and all policies referenced herein.
• "Authorized User" means any individual granted access to the Services by the Client, including employees, contractors, and agents.
• "Client Data" means all electronic data, information, and materials submitted by the Client or its Authorized Users to the Services.
• "Confidential Information" means any non-public information disclosed by either party that is designated as confidential or that reasonably should be understood to be confidential.
• "Infrastructure" means the servers, networking equipment, storage systems, and software platforms maintained by SSE to deliver the Services.
• "Managed Services" means the ongoing IT management, monitoring, maintenance, and support services provided by SSE as described in a Service Order.
• "Service Order" means any order form, quote, or configuration selected through the Website or Portal that specifies the scope, pricing, and parameters of the Services.
• "Services" means any and all managed IT services, cloud hosting, backup solutions, FTP storage, virtual private servers, IT consulting, and related services offered by SSE.
• "SLA" means the Service Level Agreement as described in Section 4 of this Agreement.

Services

3.1 Scope of Services

SSE provides enterprise-grade managed IT services, including but not limited to:

• Cloud Backup: Automated, encrypted backup solutions using Veeam Cloud Connect with WAN-accelerated transfers, supporting virtual machines, physical servers, and workstations.
• FTP Storage: Secure, high-availability file transfer and storage services with redundant infrastructure across Tier III+ data centers.
• Virtual Private Servers (VPS): Fully managed Linux and Windows virtual server environments with dedicated resources and root/administrator access.
• IT Consulting: Strategic technology advisory services, infrastructure planning, cloud migration, and digital transformation guidance.
• Cloud Monitoring: Proactive 24/7 monitoring of IT infrastructure with real-time alerting, performance analytics, and incident response.
• IT Helpdesk and Support: Multi-tier technical support delivered via phone, email, and remote access tools.

3.2 Service Modifications

SSE reserves the right to modify, update, or enhance the Services at any time to improve performance, security, or functionality. Material changes that reduce the scope of Services included in your active Service Order will be communicated to you no fewer than thirty (30) days in advance via email.

3.3 Third-Party Components

Certain Services may incorporate third-party software, hardware, or platforms (e.g., Veeam, VMware, Microsoft). Your use of such components is additionally subject to the applicable third-party license terms. SSE shall not be held liable for limitations, outages, or changes imposed by third-party providers.

Service Level Agreement

4.1 Uptime Commitment

SSE commits to a monthly network and infrastructure uptime target of 99.9% for all production Services, measured on a calendar-month basis. Uptime is calculated as follows:

4.2 Exclusions

The following events are excluded from uptime calculations:

• Scheduled maintenance windows communicated at least 48 hours in advance.
• Downtime caused by Client actions, misconfigurations, or unauthorized modifications.
• Force majeure events as described in Section 13.
• Third-party service failures outside SSE's reasonable control.
• DNS propagation delays or issues originating from the Client's internet service provider.

4.3 Support Response Times

SSE provides tiered support response based on issue severity:

• Critical (Service Down): Initial response within 30 minutes, 24/7.
• High (Major Degradation): Initial response within 2 hours during business hours.
• Medium (Minor Impact): Initial response within 8 business hours.
• Low (General Inquiry): Initial response within 1 business day.

4.4 Service Credits

If SSE fails to meet the 99.9% uptime target in any given calendar month, the Client may request a service credit. Credits are calculated as a percentage of the affected Service's monthly fee and are applied to future invoices. Service credits shall not exceed 30% of the monthly fee for the affected Service and constitute the Client's sole and exclusive remedy for downtime.

Client Obligations

5.1 Acceptable Use

You agree to use the Services solely for lawful business purposes and in compliance with all applicable local, national, and international laws and regulations. You shall not use the Services to:

• Store, distribute, or transmit any material that is unlawful, harmful, threatening, defamatory, or otherwise objectionable.
• Distribute malware, viruses, worms, or any code designed to disrupt, damage, or limit the functionality of any software or hardware.
• Conduct unsolicited mass email campaigns (spam), phishing, or any form of network abuse.
• Attempt to gain unauthorized access to any systems, networks, or accounts.
• Mine cryptocurrency or run computationally abusive workloads without prior written authorization.
• Host, store, or distribute content that infringes upon the intellectual property rights of any third party.
• Engage in any activity that could damage, overburden, or impair SSE's infrastructure or interfere with any other party's use of the Services.

5.2 Account Security

You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You must immediately notify SSE of any suspected unauthorized access or security breach. SSE shall not be liable for any loss or damage arising from your failure to safeguard account credentials.

5.3 Cooperation

You agree to provide SSE with timely access to information, systems, and resources reasonably necessary for SSE to perform the Services. Delays caused by your failure to cooperate may result in adjusted timelines and additional fees.

5.4 Compliance

You are solely responsible for ensuring that your use of the Services complies with all applicable regulatory requirements, including but not limited to GDPR, HIPAA, PCI-DSS, and any industry-specific standards relevant to your business operations.

Fees and Payment

6.1 Pricing

Service fees are as specified in your Service Order or as listed on the Website at the time of purchase. All prices are stated in US Dollars (USD) unless otherwise indicated and are exclusive of applicable taxes.

6.2 Billing Cycle

Services are billed on a recurring basis (monthly, quarterly, or annually) as specified in your Service Order. Billing begins on the date of service activation and recurs on the same date of each subsequent billing period.

6.3 Payment Methods

We accept the following payment methods:

• Credit and debit cards (Visa, Mastercard, American Express)
• PayPal
• Bank wire transfer (for annual plans or enterprise agreements)

6.4 Late Payments

Invoices are due upon receipt unless otherwise agreed in writing. Payments not received within fourteen (14) days of the invoice date are considered overdue. SSE reserves the right to:

• Charge a late payment fee of 1.5% per month (or the maximum rate permitted by law, whichever is lower) on overdue balances.
• Suspend Services after fourteen (14) days of non-payment, following written notice.
• Terminate the Agreement after thirty (30) days of continued non-payment.

6.5 Price Adjustments

SSE may adjust pricing with no fewer than thirty (30) days' written notice prior to the start of a new billing period. Continued use of the Services after a price adjustment constitutes acceptance of the revised pricing. You may cancel affected Services before the new pricing takes effect without penalty.

6.6 Refunds

Fees paid for Services are non-refundable except where required by applicable law or as expressly stated in a Service Order. Setup fees, migration fees, and one-time charges are non-refundable under all circumstances.

Data Protection and Security

7.1 Data Ownership

You retain all ownership rights to your Client Data. SSE does not claim any ownership interest in Client Data. We will not access, use, or disclose Client Data except as necessary to provide the Services, comply with legal obligations, or as authorized by you in writing.

7.2 Security Measures

SSE implements and maintains industry-standard technical, organizational, and physical security measures to protect Client Data, including:

• AES-256 encryption for data at rest and TLS 1.2+ encryption for data in transit.
• Multi-factor authentication for infrastructure access.
• Regular vulnerability assessments and security audits.
• Intrusion detection and prevention systems.
• Physically secured Tier III+ data center facilities with redundant power, cooling, and network connectivity.

7.3 Data Processing

To the extent that SSE processes personal data on your behalf, SSE acts as a data processor within the meaning of the General Data Protection Regulation (EU) 2016/679 ("GDPR"). The terms of our data processing activities are further described in our Privacy Policy. Upon request, SSE will enter into a Data Processing Agreement (DPA) with the Client.

7.4 Data Retention and Deletion

Upon termination of Services, SSE will retain Client Data for a period of thirty (30) days to allow for data export. After this retention period, Client Data will be permanently deleted from all production systems. Backup copies stored in compliance with regulatory requirements may be retained for up to ninety (90) days before secure deletion.

7.5 Breach Notification

In the event of a confirmed security breach affecting Client Data, SSE will notify the affected Client without undue delay and in no event later than seventy-two (72) hours after becoming aware of the breach, in accordance with GDPR Article 33 requirements.

Intellectual Property

8.1 SSE Intellectual Property

All content, software, tools, documentation, trademarks, logos, designs, and other materials provided by SSE or available through the Website and Services ("SSE Materials") are the exclusive property of SSE or its licensors and are protected by copyright, trademark, and other intellectual property laws. Nothing in this Agreement grants you any ownership right or license to SSE Materials except the limited right to use the Services as provided herein.

8.2 Client Intellectual Property

SSE acknowledges that all Client Data and any intellectual property owned by the Client prior to or independently of this Agreement remain the exclusive property of the Client.

8.3 Feedback

If you provide suggestions, ideas, or feedback regarding the Services ("Feedback"), you grant SSE a non-exclusive, royalty-free, perpetual, irrevocable license to use such Feedback for any purpose, including improving the Services, without obligation to you.

Confidentiality

9.1 Obligations

Each party agrees to hold the other party's Confidential Information in strict confidence and not to disclose such information to any third party, except to employees, contractors, or advisors who have a legitimate need to know and are bound by confidentiality obligations no less restrictive than those contained herein.

9.2 Exceptions

Confidentiality obligations do not apply to information that:

• Is or becomes publicly available through no fault of the receiving party.
• Was already known to the receiving party without restriction prior to disclosure.
• Is independently developed by the receiving party without use of the disclosing party's Confidential Information.
• Is required to be disclosed by law, regulation, or court order, provided that the receiving party gives prompt written notice to the disclosing party where legally permitted.

9.3 Duration

Confidentiality obligations under this section shall survive the termination of this Agreement for a period of three (3) years.

Limitation of Liability

10.1 Disclaimer of Warranties

Except as expressly stated in this Agreement, the Services are provided on an "as is" and "as available" basis. SSE disclaims all warranties, whether express, implied, statutory, or otherwise, including without limitation warranties of merchantability, fitness for a particular purpose, title, and non-infringement.

10.2 Limitation of Damages

To the maximum extent permitted by applicable law, in no event shall SSE be liable for any indirect, incidental, special, consequential, or punitive damages, including without limitation:

• Loss of profits, revenue, data, or business opportunities.
• Cost of procurement of substitute services.
• Business interruption or loss of goodwill.
• Any damages arising from unauthorized access to or alteration of Client Data.

10.3 Aggregate Cap

SSE's total aggregate liability arising out of or in connection with this Agreement, whether in contract, tort, or otherwise, shall not exceed the total fees paid by the Client to SSE during the twelve (12) month period immediately preceding the event giving rise to the claim.

10.4 Exceptions

Nothing in this Agreement shall exclude or limit liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by applicable law.

Indemnification

11.1 Client Indemnification

You agree to defend, indemnify, and hold harmless SSE and its officers, directors, employees, and agents from and against any and all claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising from or related to:

• Your breach of this Agreement or any applicable law or regulation.
• Your use of the Services in a manner not authorized by this Agreement.
• Any Client Data or content you store, process, or transmit through the Services.
• Any claim by a third party arising from your use of the Services.

11.2 Indemnification Procedures

The indemnified party shall provide prompt written notice of any claim and reasonable cooperation in the defense thereof. The indemnifying party shall have sole control over the defense and settlement of any such claim, provided that no settlement may impose any obligation on the indemnified party without its prior written consent.

Term and Termination

12.1 Term

This Agreement is effective from the date you first access or use the Services and remains in effect until terminated in accordance with this section. Individual Service Orders may have their own specific terms and renewal provisions.

12.2 Termination by Client

You may terminate this Agreement or any Service Order at any time by providing written notice through the Portal or via email. Monthly services may be cancelled with thirty (30) days' notice. Annual or multi-year commitments are subject to the terms of the applicable Service Order.

12.3 Termination by SSE

SSE may terminate this Agreement or suspend Services immediately upon written notice if:

• You breach any material provision of this Agreement and fail to remedy such breach within fourteen (14) days of written notice.
• You fail to pay any fees when due and do not remedy the default within fourteen (14) days of written notice.
• You engage in any activity that poses a security risk to SSE's infrastructure or other clients.
• You become insolvent, file for bankruptcy, or cease to operate in the ordinary course of business.

12.4 Effect of Termination

Upon termination of this Agreement:

1. SSE will cease providing the Services at the end of the current billing period or immediately in cases of termination for cause.
2. All outstanding fees become immediately due and payable.
3. Client Data will be retained for thirty (30) days for export, after which it will be permanently deleted.
4. All licenses granted under this Agreement will immediately terminate.
5. Sections relating to intellectual property, confidentiality, limitation of liability, indemnification, and governing law shall survive termination.

Force Majeure

Neither party shall be liable for any failure or delay in performing its obligations under this Agreement to the extent that such failure or delay is caused by circumstances beyond its reasonable control, including but not limited to: acts of God, natural disasters, pandemics, war, terrorism, riots, government actions, power outages, telecommunications failures, cyberattacks of unprecedented scale, or any other event that is unforeseeable and beyond the reasonable control of the affected party ("Force Majeure Event").

The affected party shall provide prompt notice of the Force Majeure Event and use commercially reasonable efforts to mitigate its impact. If a Force Majeure Event continues for more than sixty (60) consecutive days, either party may terminate the affected Services upon written notice without liability.

Dispute Resolution

14.1 Governing Law

This Agreement shall be governed by and construed in accordance with the laws of the Republic of Cyprus, without regard to its conflict of law provisions. The United Nations Convention on Contracts for the International Sale of Goods (CISG) shall not apply.

14.2 Informal Resolution

Before initiating any formal dispute resolution proceedings, both parties agree to attempt to resolve any dispute arising out of or in connection with this Agreement through good-faith negotiation. The disputing party shall send a written notice describing the nature of the dispute and proposed resolution. The parties shall engage in negotiations for a minimum period of thirty (30) days from the date of such notice.

14.3 Mediation and Arbitration

If the dispute cannot be resolved through negotiation, the parties agree to submit the dispute to binding arbitration administered by a recognized arbitration institution in Cyprus. The arbitration shall be conducted in the English language. The decision of the arbitrator shall be final and binding upon both parties and may be enforced in any court of competent jurisdiction.

14.4 Jurisdiction

For any claims not subject to arbitration, the courts of the Republic of Cyprus shall have exclusive jurisdiction. You irrevocably consent to the personal jurisdiction and venue of such courts.

General Provisions

15.1 Entire Agreement

This Agreement, together with all Service Orders, the Privacy Policy, and the Cookies Policy, constitutes the entire agreement between the parties with respect to the subject matter hereof and supersedes all prior or contemporaneous agreements, proposals, negotiations, representations, or communications, whether oral or written.

15.2 Severability

If any provision of this Agreement is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such provision shall be modified to the minimum extent necessary to make it valid and enforceable. If modification is not possible, the provision shall be severed, and the remaining provisions shall continue in full force and effect.

15.3 Waiver

No failure or delay by either party in exercising any right under this Agreement shall constitute a waiver of that right. A waiver of any provision shall not be deemed a waiver of any subsequent breach of the same or any other provision.

15.4 Assignment

You may not assign or transfer this Agreement or any rights or obligations hereunder without the prior written consent of SSE. SSE may assign this Agreement to an affiliate, successor, or acquirer without your consent, provided that the assignee agrees to be bound by the terms of this Agreement.

15.5 Notices

All notices under this Agreement shall be in writing and shall be deemed delivered when sent via email to the email address associated with your account (for notices to you) or to [email protected] (for notices to SSE). Either party may update its notice address by providing written notice to the other party.

15.6 Independent Contractors

The relationship between SSE and the Client is that of independent contractors. Nothing in this Agreement shall be construed to create a partnership, joint venture, agency, or employment relationship between the parties.

15.7 Amendments

SSE reserves the right to modify this Agreement at any time. Material changes will be communicated via email or through a prominent notice on the Website no fewer than thirty (30) days prior to taking effect. Your continued use of the Services following the effective date of any modification constitutes your acceptance of the revised terms.

Contact Information

If you have questions or concerns about these Terms and Conditions, please contact us:

• Email: [email protected]
• Support: [email protected]
• Phone: (800) 285-1041
• Portal: clients.sse.to/contact.php