Terms of service

1. Preamble

Stackhero’s services are governed by these terms of service. By using our services, you agree to comply with these terms. They take effect as soon as a customer creates an account by entering their email address in the registration form.

Stackhero may terminate the contract at any time with 30 days’ notice to the customer. The customer may also terminate the contract via their dashboard, unless a commitment period has been set in a separate agreement.

The company Stackhero is hereinafter referred to as "Stackhero", "Company" and "We".

Stackhero is registered under RCS Paris number 512 366 378. Its VAT number is FR92512366378.

The head office is located at:

Stackhero 1 rue de Stockholm 75008 Paris France

Stackhero is a French company, based in France and subject to French law. In the event of a dispute, the courts at Stackhero’s head office will have jurisdiction.

2. Stackhero’s commitments

Stackhero is committed to providing reliable and secure hosting services. You can expect the following from us:

• We guarantee that hosting is performed seriously and professionally according to recognized industry standards.
• We are committed to correcting any defect or malfunction affecting our hosting servers as quickly as possible to ensure service continuity.
• Our services are available 24/7, except during:
  • Planned maintenance downtime.
  • Unavailability due to events beyond our control: force majeure, government decisions, natural disasters (floods, fires, storms, earthquakes), riots, wars, civil unrest, acts of terrorism or strikes.
  • Failures or delays with Internet service providers.
  • Denial of service attacks.

3. Customer obligations

Customers are expected to:

• Provide accurate and complete registration information (such as email address, mailing address, billing information, and any other relevant details) and keep them up to date.
• Keep passwords secure and confidential, and avoid sharing account information with third parties.
• Ensure services are used in compliance with international laws, local regulations (depending on the chosen datacentre), and French law.
• Comply with these terms of service without violating any provision.
• Have the technical knowledge and skills required to use, configure, and manage the services properly.
• Use the services as intended and refrain from using them to launch attacks, scans, or spam on networks.
• Not use the services for high-risk activities where a failure could result in injury, death, or environmental damage.
• Manage their data hosted on Stackhero’s services and perform regular backups outside of Stackhero’s infrastructure.
• Not disrupt the proper functioning of Stackhero’s services or associated systems.
• Avoid any abusive use of network bandwidth, hosting servers, or third-party infrastructures.

Stackhero reserves the right to immediately suspend any service in case of non-compliance with these terms.

4. Customer support

Stackhero offers basic support to help resolve common issues related to its services. This support is limited to questions about Stackhero’s own services and does not include software provided as a service. We strive to respond as quickly as possible during business hours (9am to 6pm Central European Time).

5. Limitation of liability

Stackhero cannot be held responsible for:

• Disruptions that are not Stackhero’s responsibility.
• Issues related to login credentials, password choices, credential leaks, misconfiguration of services or firewalls, or lack of updates — which are the customer’s responsibility.
• Internet connections and their quality, as the Internet is made up of multiple networks outside Stackhero’s responsibility.
• Software issues such as bugs or security vulnerabilities in components developed by third parties and not by Stackhero.

6. Service availability & penalties

Stackhero guarantees a default monthly average availability rate of 99.9%. This Service Level Agreement (SLA) can be adjusted through a specific contract.

This guarantee does not cover downtime required for maintenance, updates, shutdowns due to force majeure, or situations where access to services via the Internet is impossible for reasons beyond Stackhero’s control.

Penalties may be applied only if a fault attributable to Stackhero is proven and the customer contacts support within 10 days after the incident. Penalties are calculated as a prorated value per minute of service unavailability and are based on the amount paid by the customer during the month of the incident. They are capped at 30% of the monthly value of the service and are not cumulative. Penalties will be deducted from the next invoice received by the customer, within 30 days.

7. Payments and billing

Prices for each service are listed on the website, excluding VAT, which may be added depending on the customer’s country and will be specified on the final invoice. Rates may change after informing the customer at least one month before the change takes effect.

Any service not paid by the due date may be suspended. In this case, an interest rate of 10% of the outstanding amount may be applied. If payment is not received, Stackhero reserves the right to terminate the service and delete all associated data, including configurations, data, and backups.