Latest updated: 2024-01-15
These Terms and Conditions govern the use of Synorex Sdn Bhd (“Synorex”) services, including SaaS subscriptions, custom solutions, and support services. By using our services, you agree to these terms.
Service and Hosting Location
Synorex services are hosted in multiple countries to ensure global accessibility and reliability. Our primary data centers are located in Singapore and Malaysia to enhance data security, privacy, and access speed.
Data Ownership
All data uploaded by clients to the Synorex platform remains the client’s property. Synorex does not claim ownership over client data and will not access or use this data for any unauthorized purpose, unless required by law or explicitly authorized by the client.
Software Source Code
The source code for Synorex’s SaaS services, custom software, and other solutions remains the exclusive property of Synorex. Clients are not granted access to the source code unless explicitly stated in the contract. Copying, modifying, or distributing Synorex software source code is strictly prohibited without prior written consent. (Including SQL file)
Maintenance Type
| Feature | Technical Maintenance Support (Annual Service) | Service Maintenance Support (Monthly Service) |
| Basic Hosting | Y | Y |
| Uptime Support | Y | Y |
| Bug Fixes | N | Y |
| New Updates Support | N | Y |
| Performance Monitoring | N | Y |
| Security Updates | N | Y |
| Database Maintenance | N | Y |
| Customization Options | N | Y |
| Integration Support | N | Y |
| Scalability Adjustments | N | Y |
| User Training and Support | Free 1 session | Y |
| Data Backup and Recovery | Backup only | Include backup and restore |
| Technical Support | 24/7 | 24/7 |
Support Plan
| Feature | Basic Support | Premium Support | Enterprise Support |
| Price | RM600 per annual OR free for paid user | 20% off total recurring invoice OR subscribe service maintenance | Custom Price |
| Included | Included | Included | |
| Hotline | Included | Included | Included |
| 24/7 Live Chat | Included | Included | Included |
| WhatsApp Group | – | Included | Included |
| Helpdesk | – | Included | Included |
| Account Manager | – | – | Included |
| Onboarding Assistance | Online Documentation Only | Guided Setup | Dedicated Onboarding Specialist |
| Priority Response Time | 48 Hours | 24 Hours | 4 Hours |
| Proactive Monitoring | – | – | Included |
| Data Backup and Recovery | Weekly Backups | Daily Backups | Custom Backups |
| System Health Reports | – | Quarter | Monthly |
| Customization Requests | – | – | Included |
| Integration Support | – | Moderate | Full |
| Training Sessions | 1 Free Session | Up to 3 Sessions | Unlimited |
| Performance Optimization | – | – | Included |
| SLA (Service Level Agreement) | – | Standard SLA | Custom SLA |
Complaints
Clients with questions or complaints regarding Synorex services can submit details through our Contact Us page. Synorex commits to providing initial feedback within 5 business days and a resolution or further information within 14 business days.
Communications from Synorex
Synorex will communicate with clients via email, SMS, and dashboard notifications to ensure clients receive timely information, updates, and maintenance notices. Clients are responsible for keeping their contact information accurate to receive important notifications.
Sample Files and Applications
Synorex may provide sample files, templates, or applications for demonstration purposes. These sample files are not intended for commercial use unless explicitly authorized by Synorex.
Trademark Usage
The trademarks, logos, and service marks of Synorex are the property of Synorex. Clients may not use these marks without express authorization. Copying, imitating, or otherwise using Synorex’s trademarks or related intellectual property is prohibited.
Disclaimer of Warranties
Synorex services are provided on an “as-is” basis, with no express or implied warranty regarding service suitability, accuracy, availability, or performance. Synorex is not liable for any direct or indirect damages arising from the use or inability to use its services.
Personal Information and Privacy
Synorex respects client privacy and manages personal data according to our Privacy Policy. Clients agree that Synorex may collect and use necessary personal information to deliver and improve services. For details, please refer to our Privacy Policy.
Spam and Illegal Activities
Clients may not use Synorex services to send spam, engage in illegal activities, or violate laws in any jurisdiction. Synorex reserves the right to suspend or terminate accounts that breach this condition.
Beta Testing Services
Synorex may offer Beta testing services that allow clients to trial new features. Beta features may contain bugs or defects, and no warranties are provided for Beta services. Clients use Beta services at their own risk.
Free Trial
Synorex may provide new clients with a limited free trial period. The trial period is offered without charge, and clients will be automatically converted to a paid subscription after the trial period unless canceled before the trial ends.
Acceptance of Agreement
By registering, logging in, or using Synorex services, clients confirm they have read and accepted these Terms and Conditions. Continued use of Synorex services following updates to these Terms indicates acceptance of the modified terms.
For questions or further assistance, please visit our Contact Us page.