CedraStack · Legal policies
Client Terms of Service
1. CedraStack and these Terms
CedraStack is based in Beirut, Lebanon and provides remote IT and cloud support to clients worldwide. Contact hello@cedrastack.com for contractual questions and billing@cedrastack.com for invoices. These Terms govern the portal and agreed services; an expressly agreed written service order prevails where it specifically varies them.
2. Authority and scope
You must have authority to act for the client and authorize access to the systems concerned. Service scope, price, access and any special obligations must be agreed before intervention. Creating an account or sending an inquiry alone does not purchase support or establish contracted response coverage.
3. Remote-only services
Services are delivered remotely. CedraStack does not provide onsite visits, physical cabling, device replacement or hands-on intervention. The client must arrange local personnel and any physical work necessary to support remote diagnosis or recovery.
4. Access and credentials
Temporary remote-access sessions are the default. Persistent access or securely retained credentials require a documented operational need and client authorization, with access limited to that purpose. Do not put passwords, API keys, MFA seeds or recovery codes in tickets, inventory notes, public forms or uploaded documents. Agree an approved secure exchange method with support.
5. Client cooperation and account security
Provide accurate information, suitable connectivity, authorized access, licensing and a reachable technical contact. Keep account credentials private, use available MFA, retain recovery codes safely and notify support promptly of suspected compromise. Users must not share accounts or bypass access controls. Client delays may affect service and response targets.
6. Plans, onboarding and included time
Current plan prices, included minutes, user limits and onboarding fees appear in Plans and checkout. The confirmed order and issued invoice govern the amount payable. Onboarding is charged once on initial activation where stated. Support time is recorded in minutes against the relevant paid billing period; services outside agreed scope need separate approval.
7. Rollover
On payment of an eligible renewal, unused included minutes plus the remaining rollover pool carry into the next billing period, up to the plan cap and never more than 300 minutes (five hours). Only unreversed subscription usage consumes that allowance; separately billable work does not. Each period transition is recorded once. Cancellation or a plan change clears the previous rollover pool; no cash refund or transfer is due for unused time unless agreed or required by applicable law.
8. Additional, one-off and emergency charges
Subscription extra work is billed by recorded time at the captured hourly rate, without the one-off minimum. One-off support is subject to the configured minimum shown in the quote. Separately agreed emergency work uses the emergency rate and a one-hour minimum. In work-log invoicing, minimum adjustments apply to the selected one-off or emergency group on that invoice; recorded time is not inflated. Scope and chargeable work must be agreed before intervention.
9. Commitment, changes and cancellation
The configured minimum commitment is shown before checkout; current default plans require three months from activation. The company Owner may request a plan change or cancellation in the portal. Requests require review and take effect no earlier than the commitment end and current billing-period end. Unpaid pending orders may be cancelled if no payment proof needs review. Cancellation does not erase charges for services already supplied.
10. Invoices and payment
Amounts are in USD unless an invoice expressly states otherwise. Available payment methods are shown on your invoice or checkout. Whish is an available manual payment method for Lebanon where displayed; no other provider is implied to be integrated. Uploading proof does not confirm payment: administrator verification is required. Pay by the stated due date; report billing disputes promptly. Where tax applies it must be stated or agreed; the platform does not determine the client’s tax obligations.
11. Renewals, overdue invoices and service limits
Renewals are invoiced and reviewed manually; CedraStack does not automatically debit your payment method. Unpaid invoices may generate reminders. After reasonable notice, CedraStack may limit or suspend further non-emergency work for overdue amounts, misuse or unsafe access, subject to applicable law and any agreed service order. Suspension is a reviewed operational decision, not an automatic portal guarantee. Contact billing to resolve errors or discuss payment.
12. Pricing changes
New-order prices apply prospectively as displayed. Prices and included allowances captured for an existing commitment are preserved during that commitment. A change intended for a later renewal must have a future effective date and be communicated before it applies, allowing the client to review renewal or cancellation options. The current platform does not automatically issue a dedicated price-change notice; CedraStack must arrange that communication. Issued invoices are not retrospectively repriced.
13. Hours, bookings and emergency assistance
Standard support operates Monday–Friday, 08:00–18:00 Asia/Beirut. Normal bookings start between 08:00 and 17:00, end by 18:00 and require at least one business day’s notice. Same-day normal bookings are unavailable. Separate emergency assistance is available 24/7 subject to agreed intervention and access; it is not proactive monitoring or continuously staffed ordinary support. See the Support Policy for initial response targets.
14. Response and recovery limits
Targets concern initial response, not resolution, uptime or recovery guarantees. Dependencies include access, connectivity, system condition, client cooperation and third-party services. CedraStack uses reasonable care but cannot promise that every fault can be resolved or every file restored. Maintenance windows and special coverage must be agreed separately.
15. Backups and disaster recovery
The client remains responsible for appropriate, tested backups unless CedraStack is expressly engaged to provide or operate specified backup services. Backup reviews are limited to the agreed scope and information available. Recovery depends on usable copies and available systems; disaster recovery also depends on people, infrastructure and documented procedures. Approve disruptive changes and provide rollback options where practical.
16. Acceptable use, confidentiality and intellectual property
Do not use the service for unlawful access, malware, fraud, harassment, unauthorized surveillance or infringement. Do not upload secrets or data unrelated to support. Each party must protect non-public information and restrict disclosure to authorized personnel, providers and lawful requirements. Existing intellectual property remains with its owner; the client receives a limited right to use the portal and supplied materials for the agreed service, not ownership of CedraStack’s platform.
17. Data, deletion and service termination
The Privacy and Retention policies explain portal processing and cleanup. Eligible single-member customer accounts can request deletion with a 30-day grace period; shared organizations need administrator assistance. Cleanup occurs after eligibility review, with private files queued for removal and limited financial/audit history retained. Either party may end services under the agreed commitment or for a material breach that is not remedied after reasonable notice; urgent security or unlawful-use restrictions may be immediate where justified.
18. Responsibility and interruptions
No provision excludes rights or liability that applicable law does not permit to be excluded. Subject to that law and any signed service order, responsibility is limited to proven direct loss reasonably attributable to the service; indirect loss, lost opportunity and failures of independent third-party services are excluded to the extent lawful. Any financial liability cap must be expressly agreed in the service order; these Terms do not invent one. Events beyond reasonable control, including power, network or provider outages, may delay work; parties should communicate and cooperate to reduce impact.
19. Changes, governing framework and contact
Material policy changes may require renewed acceptance through the portal; historical versions and acceptance receipts remain available. The relationship is based in Lebanon. Governing law and dispute forum should be specified in the signed service order, subject to mandatory protections applicable to the client; no exclusive jurisdiction is imposed by implication. Seek qualified legal advice for cross-border arrangements. Contract questions: hello@cedrastack.com; support: support@cedrastack.com.
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