Terms of Service
Last updated: 04.10.2024
Welcome to 8digit S.à r.l.! These Terms of Service (“Terms”) govern your use of our website and services, including SaaS, managed IT support, website development, digital marketing, and hardware sales. By accessing or using our services, you agree to be bound by these Terms.
1. Introduction
These Terms form a legally binding agreement between 8digit S.à r.l. (“we,” “us,” or “our”) and you (“user” or “customer”). By using our website or any of our services, you agree to comply with and be legally bound by these Terms. If you do not agree to these Terms, please do not use our services.
2. Scope of Services
8digit S.à r.l. provides a range of professional IT and digital solutions, including but not limited to:
• Managed IT Support: Comprehensive support tailored for businesses, ensuring systems are secure, up-to-date, and functioning efficiently.
• Microsoft 365 SaaS: Managed Microsoft 365 services, including tenant setup, license management, and security configurations.
• Website Development: Building professional websites, from simple business sites to full-featured e-commerce platforms.
• Digital Marketing: Strategies to enhance online visibility, including SEO, social media management, and advertising.
• Hardware Sales: Supplying pre-configured devices with warranty management.We reserve the right to modify, suspend, or discontinue any service at our discretion, with or without notice, without liability to you.
3. Service Limitations and Region
Our services are currently limited to the territory of Luxembourg. On-site assistance is available within this area, subject to a travel fee of €1 per km (one-way) and is billed hourly. Remote support is available globally but may be subject to limitations based on service level agreements.
4. Service Plans and Commitments
• Commitment Period: All service plans, including SMB and Startup Bundles, come with a 1-year minimum commitment. This ensures that we can deliver high-quality, consistent service. The only exception is short-term Microsoft 365 plans, available on a monthly basis, but only after an annual plan has been established.
• Plan Upgrades and Downgrades: Plans can be upgraded at any time, with new features and billing adjusted accordingly. Downgrades are only permitted at the end of the commitment period. All requests for plan changes must be made in writing and may be subject to review and approval.
5. Managed Microsoft 365
• Setup and Management: We handle everything from the initial tenant setup and domain integration to ongoing license management and security updates. We ensure that your Microsoft 365 environment is configured optimally to support your business needs.
• Security and Compliance: Security features include multi-factor authentication, data encryption, and comprehensive anti-spam measures. We regularly review and update security settings to comply with best practices and legal requirements. However, you are responsible for the secure usage of the platform and adherence to any internal data protection policies.
• Data Backup and Recovery: While we offer backup solutions via OneDrive, it is your responsibility to manage your data. We are not liable for data loss unless directly caused by our negligence. In the event of data loss, we will assist in recovery to the extent possible under our managed services.
6. Managed IT Support
• Service Inclusions: Managed IT Support plans include remote and on-site assistance, advanced device management, password security, and software installations. On-site visits are billed at an hourly rate, and travel fees apply as described.
• Priority Support: We offer different levels of priority support depending on your plan. High-priority issues are resolved as soon as possible, while standard support requests have a maximum response time of 2 business days.
• Password Management: Included in all plans, our secure password manager ensures safe credential storage and access, with encryption to safeguard your data.
• Proactive Monitoring: Our advanced monitoring tools detect and address potential issues before they escalate, minimizing disruptions to your business operations.
8. Website Development
• Payment Structure: Custom website projects require a 50% deposit before starting, 30% payment once the design phase is completed, and the remaining 20% before the website launch. Monthly website plans are billed automatically, and only SEPA or Visa payment methods are accepted. Nonprofits may request exceptions for payment terms.
• Revisions Policy: Each website plan includes a specified number of revision rounds. Each round must comprehensively cover all required changes. Additional revisions will be charged separately, and payments must be made before work continues.
• Content Responsibility: Customers are responsible for providing necessary content such as text, images, and branding assets. We offer content writing and SEO optimization for higher-tier plans. Websites will only go live after all content is provided and payments are complete.
9. Website and Service Suspension
• Non-Payment: Websites and services may be suspended if payments are overdue. After three payment reminders, the matter will be escalated to our legal department. Other associated services may also be suspended until the issue is resolved.
• Service Interruption: We are not liable for interruptions caused by third-party providers or unforeseen circumstances such as server outages or internet failures. We will make every effort to restore services promptly.
10. E-commerce and Content Restrictions
• Prohibited Content: No pornographic, offensive, or illegal content is allowed on websites we develop. If such content is found, we reserve the right to suspend or terminate services immediately.
• Content Changes: We are not responsible for issues arising from customer-made changes to the website. We recommend consulting with our team for significant modifications to ensure functionality and compliance.
11. Digital Marketing Services
• SEO and Advertising: Our digital marketing plans include SEO optimization, social media management, and paid advertising campaigns. We manage ad budgets according to the plan tier, and performance is tracked using analytics tools.
• Content Creation: Monthly blog posts and social media updates are included in some plans. Content is created in collaboration with the customer and must be approved before publication.
• Performance Tracking: We use analytics to measure and report on the effectiveness of marketing efforts, providing detailed insights and recommendations for improvement.
12. Dashboard Features
Launching in Q1 2025, our dashboard will provide a unified platform for managing all your IT and website needs. Features include:
• Plan Management: View and modify subscription plans.
• Ticketing System: Submit and monitor support requests in real time.
• Guides & Tutorials: Access resources for IT, M365, and security.
• Role-Based Access: Manage permissions for different team members.
• Invoice History: Access past invoices starting in Q2 2025.
• Device Management: Track and manage company devices, including warranty details.
13. Payment and Billing
• Automatic Billing: Payments for monthly services are collected via SEPA or Visa. Customers who repeatedly miss payments may be required to switch to SEPA. Late payments may incur fees as allowed by Luxembourg law.
• Billing Disputes: Any billing disputes must be reported within 30 days of the charge. We will investigate and resolve issues as promptly as possible.
14. Third-Party Integrations
We integrate with GDPR-compliant third-party services, such as Stripe for payments, Matomo for analytics, and Memberstack for membership management. If you request an integration we cannot support, we will suggest alternatives or adjust the project scope accordingly. We are not liable for issues caused by third-party tools.
15. Data Responsibility and Indemnity
• Data Management: You are responsible for securing and backing up your data. We provide tools and support but cannot be held liable for data loss unless it is directly due to our negligence.
• Indemnification: You agree to indemnify and hold 8digit S.à r.l. harmless from any claims, damages, or legal actions arising from your use of our services, breach of these Terms, or violation of any law. This includes any third-party claims related to data breaches, copyright violations, or unlawful activities.
16. Beta Services
We may offer beta features from time to time. Participation is at your own risk, and beta services are provided “as is” without any warranties. We will notify customers of the terms and potential risks associated with beta features.
17. Force Majeure
We are not responsible for service delays or failures caused by events beyond our control, including but not limited to natural disasters, strikes, or widespread internet outages. We will work diligently to resume normal operations as soon as possible but are not liable for any resulting damages.
18. Changes to These Terms
We reserve the right to update these Terms at any time. Changes will be posted on our website, and continued use of our services after updates indicates acceptance of the revised Terms. We recommend checking this page regularly for any changes.
19. Governing Law
These Terms are governed by the laws of Luxembourg. Any disputes arising from these Terms or your use of our services will be resolved in the courts of Luxembourg.