Terms of Service – Cloud

Synapsecom Telecoms S.A. Liquid Cloud Services

Last updated: [2025-07-09]

Introduction

These Special Terms ("Special Terms") govern the provision by Synapsecom Telecoms S.A. ("Synapsecom", "Company", "we", "us") of virtual private‑server cloud computing services branded as Liquid Cloud Services (the "Service") to the customer identified in the relevant Service Order (the "Customer", "you").

These Special Terms form an integral part of, and are incorporated by reference into, the General Terms of Service and any Service Order executed between the parties (collectively, the "Agreement"). In the event of conflict, these Special Terms prevail for matters specific to the Service.

Definitions

VPS Instance – A virtual private server allocated to the Customer, running an operating system selected and managed by the Customer.

Portal – The online management and ticketing interface located at https://portal.synapsecom.gr (the Liquid Cloud Services Portal).

Unavailability – As defined in Article 9.

Service Order – The document executed by the Customer and Synapsecom that specifies the details of the Service, including but not limited to the number of VPS Instances, specifications, and fees.

Description of Service

Synapsecom provides on‑demand access to computing resources, including virtual CPU, RAM, storage, public IP addresses and network connectivity, delivered through VPS Instances.

Unmanaged Service. Each VPS Instance is delivered unmanaged and is provisioned from an automated virtual machine template preconfigured with the selected operating system. The Customer has full administrative (root/RDP) access and bears sole responsibility for post-deployment configuration, patching, security hardening, and lifecycle management.

Access Methods. VPS Instances include:

SSH (Linux) or Remote Desktop (Windows) over the public network; and
continuous noVNC console access via the Portal, available at all times irrespective of network state.

Portal Integration. Graceful shutdown, hard reset, password reset, monitoring and other integration features require the Qemu Guest Agent and cloud‑init to remain enabled and unmodified within the VPS image. If these components are disabled or altered, related functions may be unavailable; support is provided upon ticket submission.

Snapshot Back‑ups. The Service includes periodic snapshot-based backups performed at the storage layer. To ensure uninterrupted availability, backups are taken without filesystem quiescing (guest freeze via QEMU Guest Agent), meaning application-level consistency is not guaranteed.

Backups are retained on separate, redundant storage infrastructure managed by Synapsecom, subject to the following limitations:

A maximum of five (5) snapshots are retained per virtual machine, of which one (1) is designated as protected (immutable) to preserve data integrity.
The aggregate size of all backups per virtual machine disk shall not exceed two (2) times the provisioned disk capacity.
For virtual machines utilizing encrypted filesystems, the maximum number of retained backups is limited to two (2).

Should the Customer require additional backup storage beyond the included allocation, a support request must be submitted through the Synapsecom ticketing system. Additional charges will apply for any supplementary backup capacity granted.

Backup scheduling is assigned automatically on a randomized basis to ensure even distribution of backup operations during off-peak nighttime hours, thereby minimizing load on the backup infrastructure.

The integrity verification of backups are solely the Customer's responsibility. Synapsecom assumes no liability for data loss resulting from the Customer's failure to monitor, test, or act upon backup status.

File-level restoration is supported and is accessible directly through the Customer Portal.

Reinstallation / Re‑Image. The Portal provides an automated function to install a fresh operating‑system distribution on any VPS Instance. The procedure reformats the virtual disks and irreversibly destroys all existing data. The Customer must create and verify backups before initiating a reinstall and is solely responsible for migrating data and applications to the new instance.

Support

Synapsecom provides 24 × 7 incident support via ticket in the Portal for:

network routing anomalies within the Synapsecom backbone;
malfunction of Portal integration features where Qemu Guest Agent and cloud‑init are correctly enabled; and
infrastructure‑level faults (e.g., hypervisor or storage failure).

Operating‑system administration, application troubleshooting, and security management remain the sole responsibility of the Customer.

Customer Obligations

The Customer shall:

configure and periodically test snapshot backup jobs;
keep the operating system and installed software patched and secure;
maintain secure, complex passwords and rotate them regularly;
ensure that Qemu Guest Agent and cloud‑init remain operational, or co‑ordinate with Synapsecom support; and
comply with the Acceptable Use Policy in Article 10.

Fees, Invoicing, and Suspension

Fees are invoiced monthly, biannually, or annually, depending on the billing cycle selected by the Customer in the Service Order. Payment is due within five (5) calendar days of the invoice date.

If any undisputed amount remains unpaid after the fifth day, Synapsecom may immediately suspend the Service. Reactivation is subject to full settlement of the outstanding balance and payment of any applicable reinstatement fee.

Suspension does not relieve the Customer of liability for fees accruing during the suspension period.

Fair Use Policy

VPS Instances include unmetered Internet connectivity at up to 100 Mbps sustained throughput.

Customers can upgrade bandwidth levels up to 1 Gbps instantly through the Portal; no ticket is required. Additional charges apply and will be reflected on the next invoice.

Synapsecom reserves the right to temporarily throttle or reshape traffic that persistently exceeds subscribed limits or degrades the experience of other users.

Security

Synapsecom operates the underlying infrastructure in accordance with recognised industry security best practices.

The Customer is responsible for securing each VPS Instance, including firewall configuration, updates, access controls, encryption, and incident response.

Service Level Objective

Synapsecom targets 99.9 % Service Availability for the platform each calendar month, measured at the network edge of the Synapsecom datacentre.

"Unavailability" means a period in which a VPS Instance becomes unusable due to network faults, storage faults, or hypervisor faults originating from Synapsecom’s infrastructure. This excludes planned maintenance and events described in Article 12.

Service Credits. If the Customer believes the Service did not meet the objective in clause 9.1, the Customer shall open a ticket in the Portal (or e‑mail devops@synapsecom.gr) within forty‑eight (48) hours of the incident and request a credit. Upon verification, Synapsecom will apply a reasonable monetary credit to the next invoice. Credits are offered solely upon such request and are the Customer’s exclusive remedy for non‑compliance with the Service Level Objective.

Acceptable Use Policy

The Service may not be used to transmit, store, or host content that is illegal, harmful, offensive, or otherwise violates applicable law or the rights of third parties, including but not limited to:

child sexual abuse material or content that exploits minors;
content infringing intellectual‑property or privacy rights;
malware, ransomware, or any software designed to disrupt, damage, or gain unauthorised access to systems;
unsolicited bulk e‑mail ("spam") or e‑mail bombing; or
activity that facilitates or encourages terrorism, violence, or discrimination.

The Customer shall not run processes that impair or circumvent the security, stability, or performance of the infrastructure, including unauthorised daemons, crypto‑mining software, public torrent trackers, or continuously running web crawlers.

Synapsecom reserves the right to suspend or terminate any account that breaches this policy and to remove offending content without prior notice.

Liability

Except in cases of gross negligence or wilful misconduct, Synapsecom’s aggregate liability under the Agreement shall not exceed the total amount paid by the Customer for the Service during the twelve (12) months preceding the event giving rise to the claim.

In no event shall either party be liable for indirect, consequential, punitive, or special damages, including loss of profits or data, even if advised of the possibility thereof.

Force Majeure

Neither party is liable for delays or failures to perform caused by events beyond its reasonable control, including but not limited to acts of God, war, riot, pandemic, government action, or failures of telecommunications providers, provided that the affected party promptly notifies the other and uses reasonable efforts to mitigate the impact.

Term and Termination

The Agreement commences on the Service activation date and continues for the term specified in the Service Order.

Upon termination or expiry, the Customer must:

settle all outstanding fees; and
back up and delete its data before the effective termination date. Synapsecom may irreversibly delete all data remaining on its systems thirty (30) days after termination.

Governing Law and Jurisdiction

This Agreement is governed by and construed in accordance with the laws of Greece. The courts of Athens have exclusive jurisdiction to resolve any dispute arising under or in connection with it.

Miscellaneous

Severability

If any provision of these Special Terms is held invalid or unenforceable, the remaining provisions shall remain in full force and effect.

Modifications

Synapsecom may amend these Special Terms by providing at least thirty (30) days’ notice via the Portal. Continued use of the Service after the effective date of the amendment constitutes acceptance.