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Server management terms

These terms describe how we provide the server management service: what it covers, when we respond, what we are responsible for and what we expect from you.

These terms are a translation of the Lithuanian original. If the translation differs from it, the Lithuanian version prevails.

  1. 1. General provisions

    1. 1.1.
      These terms apply to the server management service (the Service) that UAB "Redfox Cloud" (the Provider) provides to a customer who has ordered the Basic, Pro or Enterprise plan (the Customer).
    2. 1.2.
      These terms supplement the general terms of service of UAB "Redfox Cloud". Where they differ, these terms apply to the Service.
    3. 1.3.
      By ordering the Service, the Customer confirms that they have read and agree to these terms.

  2. 2. Scope of the Service

    1. 2.1.
      The Service covers one Linux server named in the order. We do not look after servers running Windows or other operating systems.
    2. 2.2.
      The scope of each plan (monitoring, updates, audits, included hours, etc.) is as described on the server management page at the time of the order.
    3. 2.3.
      We look after the operating system and system software and, on the Pro and Enterprise plans, the web stack: nginx/Apache, PHP, MySQL/MariaDB and SSL certificates.
    4. 2.4.
      Not included: writing or fixing application code, supporting third-party applications (e.g. CMS plugins, licensed software), managing content, and other work not related to looking after the server.

  3. 3. Working hours and response

    1. 3.1.
      Monitoring runs 24/7 and sends automated alerts. We respond to them and to the Customer's requests during the plan's working hours:
      • Basic – working days (Mon–Fri) 9:00–17:00, answer within 1 working day;
      • Pro – working days (Mon–Fri) 9:00–17:00, critical issues within 4 hours, others within 1 working day;
      • Enterprise – every day, including weekends and public holidays of the Republic of Lithuania, 9:00–22:00, critical issues within 2 hours, others handled the same day.
    2. 3.2.
      All times are Lithuanian time. On the Basic and Pro plans, weekends and public holidays of the Republic of Lithuania are not working days.
    3. 3.3.
      Response time is the time within which we start working on a problem, not a deadline for solving it. It only runs during the plan's working hours: if a problem occurs outside them, it starts at the beginning of the next working hours.
    4. 3.4.
      A critical issue is one where the server or its main service is down, or there is a direct threat to data security. All other requests are other issues.
    5. 3.5.
      Outside working hours we may do urgent work for an extra fee (70 €/h excl. VAT), but we do not guarantee a response.
    6. 3.6.
      The Customer submits requests through the support system in the client panel or through the chat system. Requests from Pro and Enterprise customers are handled with priority.

  4. 4. Updates

    1. 4.1.
      We install OS and security updates as often as the plan states, at a time agreed with the Customer. On the Basic and Pro plans, updates are installed during working hours.
    2. 4.2.
      The Enterprise plan has a flexible update window: we can install updates after working hours, when the load on the server is lowest, and we respond at once if anything does not work as it should afterwards.
    3. 4.3.
      We install urgent security fixes within 1 working day on the Pro plan and the same day on the Enterprise plan, counted from when the fix is released or from when we notice it is needed.
    4. 4.4.
      Updates that may disrupt the server (e.g. a kernel update with a reboot, or a major version upgrade) are only installed after agreeing with the Customer.

  5. 5. Included and extra hours

    1. 5.1.
      Each plan includes admin hours per month: Basic 1 hour, Pro 4 hours, Enterprise 6 hours.
    2. 5.2.
      Unused hours do not carry over to the next month and are not refunded.
    3. 5.3.
      Extra hours cost 45 €/h (Basic, Pro) or 35 €/h (Enterprise), excl. VAT.
    4. 5.4.
      Before starting work that goes beyond the included hours, we agree the scope and price with the Customer. We do not do extra paid work without the Customer's consent.

  6. 6. The Customer's obligations

    1. 6.1.
      To provide access to the server (SSH with a key) and keep it working for the whole term of the Service.
    2. 6.2.
      To name a contact person and tell the Provider about important changes on the server, such as new applications or work done by other administrators.
    3. 6.3.
      To have the right to use the software on the server and to make sure the server is used lawfully.
    4. 6.4.
      To take care of data backups, unless this has been agreed separately with the Provider.
    5. 6.5.
      Not to send passwords by e-mail or through other insecure channels.

  7. 7. Access and confidentiality

    1. 7.1.
      We use access to the server only to provide the Service. We do not share the Customer's data with third parties, except where required by law.
    2. 7.2.
      Personal data is processed in line with the privacy policy of UAB "Redfox Cloud".
    3. 7.3.
      When the Service ends, we remove our access to the server.

  8. 8. SLA and liability

    1. 8.1.
      The Pro and Enterprise plans have an SLA target of 99.5 % server availability per calendar month. This is a target we aim for, not a guarantee. The Basic plan has no SLA target.
    2. 8.2.
      Availability does not take into account work and updates agreed with the Customer, disruptions caused by the Customer or third parties, failures of another provider's infrastructure (data centre, network) or force majeure.
    3. 8.3.
      The Provider's liability is limited to the Service fee paid by the Customer for the month concerned. The Provider is not liable for indirect damage, lost profit or lost data, except where damage is caused intentionally or through gross negligence.
    4. 8.4.
      The Provider is not liable for problems caused by changes made on the server by the Customer or third parties, or by the Customer not providing access or not agreeing to necessary work.

  9. 9. Prices and payment

    1. 9.1.
      The Service is paid in advance for the chosen period (1, 3, 6 or 12 months). Prices exclude VAT; VAT is added as required by law.
    2. 9.2.
      Automatic discounts (for a Redfox Cloud server and for an additional server), the longer-period discount and discount codes stack, but the total discount cannot exceed 25 % of the plan price.
    3. 9.3.
      The monthly price with automatic discounts is locked in when you order and does not change on renewal. The longer-period discount and discount codes apply to the first order only.

  10. 10. Term and termination

    1. 10.1.
      The Service runs for the paid period and is renewed when the Customer pays for the next period.
    2. 10.2.
      If the Service is not renewed, we stop the care when the period ends and remove our access to the server.
    3. 10.3.
      The Provider may suspend the Service if the Customer breaches these terms, uses the server unlawfully or does not provide the access needed to provide the Service.
    4. 10.4.
      Paid but unused periods are not refunded, except where required by law.

  11. 11. Changes to these terms

    1. 11.1.
      The Provider may change these terms. We inform the Customer of material changes in advance by e-mail; they apply from the next renewal of the Service.
Updated 2026-11-06