Sudani Cloud Services – Terms and Conditions
1. Introduction
These Terms and Conditions ("Agreement") govern your use of our Cloud Services platform (including but not limited to web hosting, domain registration, VPS for SMEs, and Enterprise Data Center services). By subscribing to or using our services, you agree to be bound by these terms.
2. Acceptance of Terms
You must read, understand, and accept these Terms and Conditions before subscribing to any cloud service.
Your use of the platform constitutes your acceptance.
3. Service Model
All services are offered on a prepaid billing model.
No postpaid subscriptions are available on the cloud platform.
Customers must settle full payment in advance before service activation.
4. Payment Terms
All payments for Cloud Services must be made through Khartoum Bank.
Customers must activate their e-brand service and enable online shopping in the Bankak application before processing payments.
Service activation will proceed only after payment confirmation.
5. Account Responsibility
You are responsible for maintaining the confidentiality of your login credentials.
Any actions taken through your account will be considered your responsibility.
6. Service Activation & Delivery
Services will be activated only after full payment confirmation.
Delivery timelines depend on the service type but will generally occur within 24–48 working hours post payment.
7. Service Usage Policy
Services must be used for lawful and legitimate purposes only.
Prohibited activities include hosting or distributing illegal, malicious, or offensive content.
Violations may result in suspension or termination of service without notice.
8. Resource Allocation & Limits
Each package includes fixed resources (CPU, RAM, storage, etc.).
Exceeding usage limits may result in service degradation or require an upgrade.
9. Billing & Renewals
All subscriptions are valid for the selected prepaid term (monthly, quarterly, etc.).
Renewal reminders will be sent in advance, but it is the customer’s responsibility to ensure timely renewal to avoid service interruption.
10. Cancellation & Refund Policy
Customers may cancel services through their account dashboard.
No refunds are provided for prepaid services once activated.
11. Data Protection & Backup
Customers are responsible for managing their own data and backups unless subscribed to a dedicated backup service.
We are not liable for data loss unless caused by proven service failure.
12. Security & Compliance
The platform and infrastructure are designed with enterprise-grade security measures.
Customers must ensure compliance with local laws and regulations in relation to hosted content or services.
13. Support & SLA
13.1 Support
Standard support is available via our ticketing system or hotline, based on the selected package SLAs.
13.2 Service Level Agreement (SLA)
Definition: This SLA defines the service level expected by a customer from Sudani Cloud & Data Center Services. It sets performance standards, response times, delivery times, and responsibilities.
Services Covered: Cloud hosting, VPS deployment, firewall/security configuration, VPN setup, Data Center network services (L3VPN / L2VPN), backup services, Internet/public IP, and colocation.
Exclusions: Scheduled maintenance, force majeure events, or third-party provider issues.
Incident Management:
High Priority (service outage/major impact): Response 0–2 hrs. | Resolution 4–24 hrs.
Medium Priority (minor degradation/workaround available): Response 0–2 hrs. | Resolution 4–24 hrs.
Low Priority (non-urgent/info request): Response 0–2 hrs. | Resolution 4–24 hrs.
Manual Provisioning (New/Change Requests):
Response: 2–4 hrs. (depending on service)
Delivery/Completion: 8–48 hrs. (depending on complexity)
14. Modification of Terms
We reserve the right to update these Terms and Conditions.
Notification of major changes will be shared through the platform or email.
15. Governing Law
These terms are governed by the laws applicable in Sudan, and disputes will be subject to local jurisdiction.
Customer Declaration
By proceeding with registration or a service request, I confirm that I have read, understood, and agree to the above Terms and Conditions and SLA.
