Latest updated: 2025-06-17
Service Provision
Access
Clients are granted access to Synorex’s SaaS products and custom software solutions in accordance with their individual service agreements.
Onsite Services & Third-Party Partners
- All onsite support, training, hardware setup, and in-person services will be provided by authorized third-party partners or resellers, not directly by Synorex.
- Synorex is responsible for software delivery, remote support, and custom development only.
- Clients engaging in projects that require onsite involvement will be connected to a certified local partner, and all onsite service terms will follow the partner’s policies and pricing.
- Synorex is not liable for any onsite arrangements not covered under its own direct service agreement.
Service Availability
Services operate 24/7, excluding scheduled maintenance periods. Notifications will be provided in advance of any planned downtime.
Support Hours
Customer support is available during business hours, Monday to Friday, 9:00 AM to 6:00 PM (GMT+8).
User Responsibilities
Account Security
Clients are responsible for safeguarding their account credentials and all actions performed under their account.
Compliance Requirements
Clients must use Synorex services in accordance with all applicable laws, our Terms of Service, and acceptable use policies.
Payment Terms
SaaS Subscription Payment Terms (Auto-Debit Subscription)
- Subscription fees are automatically billed monthly via auto-debit.
- Customers are responsible for ensuring sufficient funds are available.
- Annual billing is available upfront and may include discounts or additional benefits.
- If automatic deduction fails, services are suspended and clients will be notified via email.
- Service is suspended if payment is not received by the due date.
- After 30 days of non-payment, service is terminated and data deleted.
- Downgrades will be prorated in the next billing cycle.
- Upgrades take effect immediately; excess fees are deducted from the next billing.
Custom Solutions Payment Terms (Project-Based)
- 50% upfront payment is required before work starts. This is non-refundable unless Synorex fails to deliver.
- Each project phase starts only after its respective payment is received.
- The remaining balance must be paid before deliverables are released.
- Any scope changes after project commencement must be approved and may incur charges.
- No further work is done if payment is not made for the next phase.
- Projects are canceled after 60 days of non-payment.
Custom Project Maintenance Fee Policy
- Scope adjustments after agreement will be evaluated; additional fees may apply.
- Services are suspended immediately if payment is overdue.
- A late fee of 10% per month applies to overdue balances.
- Services are terminated after 30 days of non-payment.
- A final notice is issued, requiring payment within 14 days.
- Legal action may follow if no response is received after the final notice.
Third-Party Purchases
If Synorex is requested to make purchases on behalf of the client from third-party vendors (e.g., domains, plugins, themes, APIs, or hardware):
- A 15% service fee will be applied on top of the actual purchase cost.
- This fee covers administrative handling, procurement, and integration efforts.
- The third-party item remains the property of the client upon full payment.
Domain Expiry and Restoration
Clients are responsible for renewing domain names before their expiration. If a domain expires and restoration is required:
- A restoration fee of RM300 (or equivalent in other currencies) will be charged.
- This is in addition to the fees imposed by the domain registrar.
- Restoration is subject to availability and policies of the domain provider.
Discount Structure
Clients may be eligible for discounts on support and maintenance monthly fees or project invoices, based on payment method, contract duration, and client loyalty.
These discounts apply only to services with active support agreements and do not apply to standalone products or licenses without support. The applicable structures are as follows:
Upfront Payment Discounts (Support & Maintenance Only)
Clients who pay in advance may receive the following discounts:
| Upfront Duration | Discount |
| 3 Months | 10% |
| 6 Months | 15% |
| 12 Months | 20% |
Contract Term Discounts (Support & Maintenance Only)
For long-term service contracts, discounts are available as follows:
| Contract Duration | Discount |
| 1 Year | 5% |
| 3 Years | 10% |
| 5 Years | 15% |
Full Payment Discount (Per Project Invoice)
Clients who settle the full project invoice amount upfront without any payment terms are entitled to a 10% discount on that invoice.
Loyalty Discounts (Support & Maintenance Only)
Clients with long-term engagement may qualify for loyalty-based discounts:
| Loyalty Period | Discount |
| 3 Years | 5% |
| 5 Years | 10% |
| 10 Years | 15% |
Auto-Debit Discount (Support & Maintenance Only)
Clients who maintain active auto-debit billing for monthly support and maintenance fees receive an additional 5% discount automatically applied to their invoice.
Note:
- Synorex reserves the right to revise or discontinue discount offerings with prior notice.
- All discounts must be agreed upon in writing at the start of the service or contract renewal.
- Discounts do not apply retroactively and are non-transferable.
- Each invoice is eligible for only one discount method. Multiple discounts cannot be combined.
Refund and Cancellation
SaaS Free Trial
- Synorex Group offers a 7-day free trial for all SaaS products.
- Clients can cancel anytime during the trial without charges.
- After the trial, all payments are non-refundable.
Paid Subscription
- Payments made after the trial are non-refundable.
- Clients are responsible for managing subscriptions via the Client Portal.
- Cancellation stops future billing, but past payments will not be refunded.
Custom Development Services
- Custom services are billed in stages as defined in the project agreement.
- If canceled early, future billing stops, but completed stages are non-refundable.
Post-Delivery Refunds
- No refunds after final delivery due to the personalized nature of development.
- Reasonable amendments may be offered if project specs are not met.
Promotions & Discounts
- All promotional services and discounted packages are non-refundable.
- Terms of each offer will be clearly stated.
Refund Request Process
- Submit requests via email: billing@synorex.group
- Processing Time: Within 30 business days.
- If denied, a clear explanation will be provided.
Self-Managed Subscriptions
- Clients must cancel subscriptions before the trial ends to avoid charges.
Force Majeure
- No refunds for service interruptions due to uncontrollable events (e.g., disasters, legal restrictions).
Dispute Resolution
- Refund disputes can be appealed through official channels.
- All disputes follow the Malaysian Consumer Protection Act.
Payment Methods
Local Payments (Malaysia)
- Currency: Malaysian Ringgit (MYR)
- Payment method: Bank transfer
- Bank details:
- Bank: OCBC BANK (MALAYSIA) BERHAD
- SWIFT Code: OCBCMYKLXXX
- Account No: 7121190916
- Account Name: SYNOREX SDN BHD
- After payment, clients should email the reference number to billing@synorex.group
International Payments
- Currency: US Dollars (USD)
- Use the same bank details as local payments
SaaS Products Payment Terms
- Default method: Credit/debit card via Stripe
- Annual bank transfers are allowed, but no discounts apply
Other Payment Methods
- Contact your authorized reseller for regional or industry-specific options
Service Levels
Uptime Guarantee
Synorex guarantees a minimum of 99% uptime for all SaaS products. Scheduled maintenance will be communicated in advance, and efforts will be made to perform such activities during off-peak hours. This commitment ensures high availability for all subscribed services.
Support Availability
Technical support is available during business hours, Monday to Friday, 9:00 AM to 6:00 PM (GMT+8), excluding public holidays.
| Feature / Plan | Classic | Priority | Custom |
| Included by Default | Standard with all subscriptions | Standard with all annual maintenance | Standard with all monthly maintenance |
| Support Access Time | Standard working hours | Standard working hours | Customizable (24/7 available) |
| Support Channels (Mark * as primary channel) | WhatsApp * / Email | WA Group * / Phone Call | WA Group * / Phone Call |
| Announcement Channel(s) (Mark * as primary channel) | Facebook * / Email | WA Group * / Facebook | WA Group * / Facebook |
| Support Queue Priority | Standard queue | Fast-track queue | Dedicated response team |
| Response Time SLA | Follows standard SLA | Follows standard SLA | Custom SLA agreement |
| Resolution Time SLA | Follows standard SLA | Follows standard SLA | Custom SLA with committed timelines |
| Assigned Project Manager | ❌ | ⚠️ Request by ticket | ✅ |
| L1 (Basic Support) | ✅ | ✅ | ✅ |
| L2 (Technical Troubleshooting) | ✅ | ✅ | ✅ |
| L3 (Engineering Escalation) | Included (as per queue) | Included (as per queue) | Prioritized escalation |
| Proactive Monitoring / Alerts | By Announcement | By WA Group | By WA Group |
| Customizable | Feature suggestion | Add-on Available | Included as per agreement |
| Weekend or After-hours Support | ❌ | ⚠️ Major down support only | ✅ Included as per SLA |
Support Levels (Standard SLA)
| Support Level | Description |
| Level 1 (L1) | Basic Support: Handles general inquiries, usage guidance, and basic troubleshooting |
| Level 2 (L2) | Technical Troubleshooting: Escalation from L1 for system issues, errors, or bugs |
| Level 3 (L3) | Engineering & Critical Issues: For urgent/system-critical or code-level bugs |
Priority Classification (Standard SLA)
| Priority | Description |
| Critical | System down, data loss, cannot proceed |
| High | Major feature not working, limited operations |
| Medium | Minor bugs, workaround available |
| Low | Cosmetic issues, feature suggestions |
Planned Maintenance
Scheduled maintenance will be performed during off-peak hours and announced at least 24 hours in advance via social media/email or portal notifications. During maintenance, services may be temporarily unavailable.
Emergency Maintenance
In rare cases, emergency fixes may be applied without prior notice to prevent security breaches or critical system failures. Clients will be notified immediately after emergency action is taken.
Exclusions
Uptime calculations exclude:
- Scheduled and emergency maintenance
- Force majeure events (e.g., natural disasters, war, or legal restrictions)
- Internet service provider (ISP) failures or third-party disruptions not under Synorex’s control
Reporting & Claims
Clients experiencing service outages that exceed the SLA terms may submit a formal claim for service credit. Claims must be made within 5 business days of the incident and are subject to verification.
Service Credit Policy
If uptime in a calendar month falls below 99%, clients may request the following service credits:
| Uptime % | Credit Eligibility |
| 98%–99% | 5% monthly credit |
| 95%–97.99% | 10% monthly credit |
| Below 95% | 20% monthly credit |
Service credits are applied to future billing and are not redeemable for cash.
“Unmetered”/ “Unlimited*” Usage Policy
Certain services we provide—such as web hosting, cloud storage, and user account access—are offered with unmetered or unlimited* usage. This means you are not billed based on strict limits for bandwidth, storage, or number of users. However, these services are still governed by a Fair Usage Policy to ensure optimal system performance for all clients.
Fair Usage Guidelines:
You may utilize the service extensively, provided that your usage does not:
- Affect the stability, speed, or availability of the overall system,
- Interfere with other users’ access or performance,
- Involve high-resource activities such as large-scale video streaming, file warehousing, or bulk email distribution,
- Result in excessive consumption of CPU, memory, disk I/O, or network traffic beyond what is considered reasonable for typical business use.
We continuously monitor service usage to uphold system integrity. If your account exceeds fair usage thresholds or causes disruptions, we may:
- Issue a warning or usage notice,
- Temporarily suspend or throttle specific services,
- Recommend or require an upgrade to a higher-tier or dedicated solution.
Important:
“Unmetered” or “Unlimited” refers to the absence of predefined limits, not unrestricted or infinite resource use. It assumes good-faith usage aligned with normal operating behavior.
We reserve the right to take any action necessary to protect service quality and ensure fairness across all accounts.
Unlimited Cloud and Hosting Policy (with Soft Cap)
For services labeled as “unlimited” cloud or hosting, the term refers to flexible usage without predefined hard limits on storage, bandwidth, or user access. However, these services are subject to a soft cap determined by fair usage and technical capacity.
The soft cap is intended to:
- Maintain server stability and prevent abuse,
- Ensure equitable performance across all clients,
- Reflect practical system design thresholds.
Excessive or abnormal usage—such as sustained high CPU/network consumption, mass file warehousing, or automated heavy tasks—may trigger a notification, temporary throttling, or a requirement to upgrade to a higher-tier or dedicated service.
Note: “Unlimited” in this context is based on standard operational norms and is not intended to support enterprise-scale or resource-intensive workloads under basic shared plans.
Unlimited Service Policy (Working Hours & Shared Resource Model)
For services marketed as “unlimited service”—such as support, development, or advisory—this refers to unlimited requests within standard working hours, based on a shared team resource model.
Key conditions include:
- Service delivery is performed during our official business hours,
- Work is scheduled based on queue priority and team capacity,
- Urgent or high-priority needs may require add-on packages calculated based on man-day rates,
- Multiple clients share the same resource pool; therefore, simultaneous high-volume demands may result in queue delays.
Important: “Unlimited” service does not mean guaranteed real-time response or round-the-clock execution. For dedicated or urgent service needs, additional charges may apply.
Intellectual Property
All rights, titles, and interests in the services and related intellectual property remain the property of Synorex. Clients receive a non-exclusive, non-transferable right to use the services per agreement terms.
Confidentiality
Both parties agree to keep all exchanged information confidential and use it only for the agreed purposes.
Termination
By Client
Clients may terminate services with 30 days’ written notice.
By Synorex
Synorex may terminate services immediately in cases of payment default or misuse.
Amendments
Synorex may modify these terms. Changes take effect once published on the website or communicated directly.
Governing Law
This agreement is governed by Malaysian law.
Dispute Resolution
Disputes will be resolved via arbitration under Malaysia’s Arbitration Rules.
Acceptance
By using Synorex services, clients confirm that they have read, understood, and accepted these terms.