Terms of service

1. Preamble

Stackhero's services are governed by these terms of service. By using our services, you accept and 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 by giving the customer 30 days' notice. The customer may also terminate the contract via their dashboard, unless a commitment period has been agreed in a separate contract.

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

Stackhero is registered under the number RCS Paris 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 registered office will have jurisdiction.

2. Stackhero's commitments

Stackhero undertakes to provide reliable and secure hosting services. You can expect the following from us:

• We guarantee that hosting is carried out seriously and professionally in accordance with recognised 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 hours a day, 7 days a week, 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, postal address, billing information and any other relevant details) and keep it 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 data centre) and French law.
• Comply with these terms of service without breaching any provision.
• Have the necessary knowledge and technical skills to use, configure and manage the services correctly.
• 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.
• Take responsibility for managing their data hosted on Stackhero's services and perform regular backups outside Stackhero's infrastructure.
• Not disrupt the proper functioning of Stackhero's services or associated systems.
• Refrain from any abusive use of network bandwidth, hosting servers or third-party infrastructures.

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

4. Customer support

Stackhero provides basic support to help resolve common issues related to its services. This support is limited to questions concerning Stackhero's own services and does not include software offered as a service. We aim to respond as quickly as possible during office hours (9am to 6pm Central European Time).

5. Limitation of liability

Stackhero cannot be held liable for:

• Disruptions that are not attributable to Stackhero.
• Issues related to login credentials, password choices, credential leaks, misconfiguration of services or firewalls, or failure to update services — which are the customer's responsibility.
• Internet connections and their quality, as the Internet consists of multiple networks beyond 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 average monthly availability rate of 99.9%. This Service Level Agreement (SLA) can be adjusted via 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. Prices may be revised 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 service configurations, data and backups.