Master Service Agreement

Between: VNA Hosting (“Provider”)
And: Customer (“Client”)
Last Updated: 07 Dec 2025

This Master Service Agreement (“Agreement”, “MSA”) governs the provision of hosting, cloud, VPS, dedicated servers, backup, security, and related services by VNA Hosting to the Client.
Individual service purchases may be further governed by Service Orders, SLAs, and Policies referenced herein.

1. Definitions
1.1 “Services”

All hosting, cloud, VPS, backup, domain, email hosting, SSL, and managed support services provided under this Agreement.

1.2 “Service Order”

A written or digital order specifying selected services, pricing, duration, and billing terms.

1.3 “SLA” (Service Level Agreement)

A separate document defining uptime, support response times, and compensation.

1.4 “AUP” (Acceptable Use Policy)

A policy defining prohibited activities when using Provider’s services.

1.5 “Client Data”

All data stored, transmitted, or processed by the Client using the Services.

1.6 “Term”

The duration of this Agreement and all Service Orders.

2. Scope of Services

VNA Hosting will provide Services according to:

  • This MSA
  • Service Orders (invoices, quotations, or portal orders)
  • SLA
  • Privacy Policy
  • AUP
  • Data Processing Addendum (if applicable)

The Provider may update features, technologies, or infrastructure to improve service quality.

3. Term & Renewal

This Agreement is effective from the date the Client accepts it and remains valid until:

  • All Services are terminated, or
  • Either party terminates according to this Agreement.

Service Orders renew automatically unless cancelled by the Client prior to the renewal date.

4. Billing & Payments
4.1 Payment Terms

  • Services are billed in advance (monthly, quarterly, annually).
  • Invoices must be paid on or before the due date.
  • Late payments may result in service suspension.

4.2 Pricing Changes

  • Provider may revise pricing with 30 days’ notice for renewals.
  • Price changes do not affect active paid periods.

4.3 Taxes

  • Client is responsible for GST or applicable regional taxes.

5. Client Responsibilities

The Client agrees to:

  • Use Services in compliance with laws and the AUP
  • Maintain security of their applications, CMS, scripts, passwords
  • Configure and manage their servers or websites unless managed services are purchased
  • Ensure all data uploaded is legal and authorized
  • Not engage in spam, phishing, malware hosting, or abusive resource usage

6. Provider Responsibilities

VNA Hosting agrees to:

  • Provide Services with reasonable skill and care
  • Maintain network and infrastructure security
  • Offer technical support as defined in the SLA
  • Notify the Client about scheduled or emergency maintenance
  • Protect Client Data per Privacy Policy and DPA

7. Service Availability & SLA

Service availability and performance are governed by the Service Level Agreement.

Compensation (service credits) is the Client’s exclusive remedy for downtime.

8. Backup & Data Protection
8.1 Provider Backup Responsibility

If backup services are included:

  • Provider will perform periodic backups
  • Store backups securely
  • Assist with restoration upon request

8.2 Client Backup Responsibility

Client acknowledges:

  • Backups are not guaranteed
  • Client must maintain independent backups
  • Provider is not liable for data loss

9. Confidentiality

Both parties agree to:

  • Keep confidential information private
  • Use such information only for fulfilling this Agreement
  • Exclude information that is public or lawfully obtained elsewhere

10. Security & Data Breaches

Provider implements industry-standard security controls but cannot guarantee absolute protection.

In case of a breach:

  • Provider will notify the Client without undue delay
  • Both parties will cooperate to mitigate impact

Client is responsible for:

  • Securing their applications
  • Updating third-party plugins or software
  • Preventing unauthorized access due to weak credentials

11. Subprocessors

Provider may use third-party vendors (data centers, backup providers, domain registrars) to deliver Services.

All vendors must meet equivalent security obligations.

12. Termination
12.1 Termination by Client

Client may terminate Services by:

  • Cancelling via portal or support ticket
  • Requesting termination before the renewal date

12.2 Termination by Provider

Provider may suspend or terminate Services if:

  • Payments are overdue
  • AUP violations occur
  • Client engages in illegal or harmful activities
  • Service use threatens system stability or security

12.3 Effect of Termination

  • Access to Services will be revoked
  • All data may be deleted after 30–90 days
  • No refund is issued unless stated in the Refund Policy

13. Limitation of Liability

Provider’s maximum liability is limited to:

  • The amount paid by the Client for the affected service in the last 30 days

Provider is not liable for:

  • Data loss
  • Business interruption
  • Indirect or consequential damages
  • Customer misconfigurations
  • Third-party failures

14. Indemnification

Client agrees to indemnify the Provider against claims arising from:

  • Client’s misuse of services
  • Data hosted on Provider infrastructure
  • Violation of laws or policies

15. Changes to Agreement

Provider may revise this MSA with notice through:

  • Email
  • Client portal
  • Website update

Continued use of Services constitutes acceptance.

16. Governing Law & Jurisdiction

This Agreement is governed by the laws of India.
Disputes will be resolved in the jurisdiction of Uttar Pradesh, India.

17. Entire Agreement

This MSA, along with all applicable policies and Service Orders, constitutes the entire agreement between both parties and supersedes previous agreements.

18. Signatures

VNA Hosting (Provider)
Authorized Signatory: __________________________
Date: __________________________

Client
Authorized Signatory: __________________________
Date: __________________________