XcellHost | Service Level Agreements

File Cloud


These Terms of Service (“Terms”) are between you (“you” or “Customer”) and XcellHost (XcellHost, Citrix Sharefile, “we,” “us,” or “our”). Please read them carefully because they form a contract between you and XcellHost. These Terms govern your initial purchase as well as any future purchases made by you that reference these Terms. These Terms also apply to all trials including pre-purchase trials and pilots. These Terms apply whether your purchases are made directly from XcellHost or through XcellHost’s authorized resellers (each, a “Reseller”).

By clicking on the “I agree” (or similar) button that is presented to you at the time of your Order, or by using, registering for, or accessing the Citrix Sharefile Online Services described herein, you indicate that you have the power to form a contract with XcellHost and are agreeing to be bound by these Terms. By signing the contract, you are representing that you are of legal age to form a binding contract with XcellHost.

These Terms may be modified from time to time. The date of the most recent revisions will appear on this page, so please check back often. Your use of or continued access to the Citrix Sharefile Online Services after any changes constitutes your acceptance of those changes, whether or not you have reviewed them. If you do not agree to changes to the Terms, you must stop using the Citrix Sharefile Online Services and cancel your user account.

1. Citrix Sharefile Online Service and Support

Subject to the terms of this Agreement, Company will use commercially reasonable efforts to provide Customer the Services in accordance with this agreement. Subject to the terms hereof, Company will provide Customer with reasonable technical support services in accordance with the terms set forth in Exhibit A.

2. Additional Definitions.

These definitions are in addition to those defined elsewhere in these Terms.

  • “Account” means a Content storage account created by you or on your behalf within the Citrix Sharefile Online Services.
  • “Citrix Sharefile Administrator” means a user (or users) you identify as having administrative rights including, without limitation, the permission to manage licenses, users and Citrix Sharefile instance.
  • “Content” means files, materials, data, text, audio, video, images, email or other content.
  • “Documentation” means written or online user documentation that describes the functionality, operation, and use of the Citrix Sharefile Online Services.
  • “Citrix Sharefile Online Services” refers, collectively, to (i) the cloud storage solution provided by XcellHost for the online storage, sharing and processing of Content, (ii) the Software, and (iii) the Documentation.
  • “Services” refers, collectively, to the Citrix Sharefile Online Services, support for the Citrix Sharefile Online Services, and Ancillary Services.
  • “Software” means the software provided or made available by XcellHost for use in connection with the Services. Software includes the Citrix Sharefile Client Software (Sync, Drive, Browser Extensions, Others) which is that portion of the Software that is installed on Customer’s desktop, mobile, local server or other device (for example, mobile apps, desktop apps, and group apps). Software also includes bug fixes, patches, major or minor releases, or any other changes, enhancements, or modifications to the Citrix Sharefile Client Software that Citrix Sharefile makes commercially available (“New Releases”).
  • “End User” means an individual you authorize to use your Citrix Sharefile service.
  • “Limited Client User” (or “Guest User”) means an individual who was authorized by ‘end users’ to access data using Citrix Sharefile service.
Any references to “Users” or “End Users” in this document refers to both “End User” and “Limited Client User”
  • “Attributable Monthly Subscription Fee” means one-twelfth of the base annual fee for the Services.
  • “Emergency Maintenance” means downtime of the Service outside of the Scheduled Maintenance Window hours that is required to complete the application of urgent patches or fixes, or to undertake other urgent maintenance activities. If Emergency Maintenance is required, XcellHost will immediately contact Customer and provide the expected start time of the Emergency Maintenance, its planned duration, and whether XcellHost expects the Services to be unavailable during the Emergency Maintenance.
  • “Scheduled Maintenance Window” means the window during which scheduled maintenance of the Services may be performed, which may cause the Services to be unavailable. The Scheduled Maintenance Window occurs each Saturday, 8:00 AM to 1:00 PM (Central Standard Time) for North American based customers and 2:00 PM to 7:00 PM CET for European based customers, and will not exceed three hours per calendar quarter. Additional, non-impactful updates to the Services may be released periodically during the work week.
  • “Service Credit” means the percentage of the Attributable Monthly Subscription Fees that is awarded to Customer for a validated claim related to breach of the SLA during that month.
  • “System Availability” means the percentage of total time during which the Services are available to Customer, excluding the Scheduled Maintenance Window and Emergency Maintenance.

 

3. Availability of the Citrix Sharefile Online Services.

i. Access to the Citrix Sharefile Online Services. The Citrix Sharefile Online Services are on-line, subscription-based products made available by XcellHost for your use on a non-exclusive basis in accordance with these Terms and all applicable laws. Your use includes allowing Users to transmit, store, share, retrieve, and process Content through the Citrix Sharefile Online Services solely through an Account registered to you and in accordance with the orders you place with XcellHost. All use of the Citrix Sharefile Online Services by you and your Users must be within the Scope of Use (defined below), for the quantity and User type for which you have paid, and solely for the benefit of you.

ii. Software Provided for Use with the Citrix Sharefile Online Services.

Subject to your continued compliance with these Terms, we grant you the nonexclusive, nontransferable, worldwide, personal license to install and use the Citrix Sharefile Client Software for the sole purpose of accessing the Citrix Sharefile Online Services by Users. You acknowledge that, we may issue updates to the Software (for example, to address security vulnerabilities, upgrade the protocol, improve usability or performance, and upgrade features). We require you run the latest Citrix Sharefile Client software. All updates to the Software will be subject to the terms and conditions of this Agreement.

iii. Support. All support requests have to be made by your Citrix Sharefile ‘Administrator’. XcellHost doesn’t provide direct support to ‘End Users’. In case of temporary reduced hours of support or permanent changes to support timings, XcellHost will inform you through email and through our website.

iv. Updates to the Citrix Sharefile Online Services. We reserve the right, in our sole discretion, to change, update, or enhance the Citrix Sharefile Online Services as well as support for the Citrix Sharefile Online Services at any time including to add functionality or features, or remove them from the Citrix Sharefile Online Services. We may also suspend the Citrix Sharefile Online Services or stop providing the Citrix Sharefile Online Services all together. In that case, support for the Citrix Sharefile Online Services may also be suspended or terminated.

4. Your Responsibilities relating to Use of the Citrix Sharefile Online Services.

i. Passwords and Account. To obtain access to the Citrix Sharefile Online Services, you will be required to obtain an Account with XcellHost by completing a registration form and designating a user ID and password. You agree and represent that all registration information you provide is accurate, complete, and current, and that you will update it promptly when that information changes. XcellHost may withdraw Account approval at any time in its sole discretion, with or without cause. You are responsible for safeguarding the confidentiality of your user ID and passwords, and for all activities that take place in connection with your Account. XcellHost has no liability for any loss or damage arising from any unauthorized use of your Account.

ii. Equipment. You shall be responsible for obtaining and maintaining any equipment and ancillary services needed to connect to, access or otherwise use the Services, including, without limitation, PCs, smartphones, operating systems, networking, modems, hardware, software, and the like (collectively, “Equipment”). You shall also be responsible for maintaining the security of the Equipment.

iii. Notices from XcellHost. You acknowledge that once you have registered with us, we may send you communications or data regarding the Citrix Sharefile Online Services using electronic means. These may include, but are not limited to (i) notices about your use of the Citrix Sharefile Online Services, including any notices concerning violations of use, (ii) updates to the Services, (iii) promotional information and materials regarding XcellHost’s products and services, and (iv) information the law requires us to provide. Notices we e-mail to you will be deemed given and received when the e-mail is sent. If you don’t agree to receive required notices via e-mail, you must stop using the Citrix Sharefile Online Services.

iv. Notices from You regarding Unauthorized Use.

You agree to notify us promptly in writing when you become aware of any unauthorized use of an Account, the Content or the Citrix Sharefile Online Services, including if you suspect there has been any loss, theft or other security breach of your password or user ID. If there is an unauthorized use by a third party which obtained access to the Services through you or your Users, whether directly or indirectly, you agree to take all steps necessary to terminate the unauthorized use. You also agree to provide XcellHost with any cooperation and assistance related to that unauthorized use which we reasonably request.

v. Content.

XcellHost does not monitor any Content transmitted or processed through, or stored in, the Citrix Sharefile Online Services. You agree that you:

  • are responsible for the accuracy and quality of all Content that is transmitted or processed through, or stored in, your Account, will ensure that the Content (including its storage and transmission) complies with these Terms, and applicable laws and regulations;
  • will promptly handle and resolve any notices and claims from a third party claiming that any Content violates that party’s rights, including regarding take-down notices pursuant to the Digital Millennium Copyright Act; and
  • will maintain appropriate security, protection and backup copies of the Content, which may include (A) the use of encryption technology to protect the Content from unauthorized access and (B) routine archiving of the Content. XcellHost will have no liability of any kind as a result of any deletion, loss, correction, or destruction of Content or damage to or failure to store or encrypt any Content.

vi. Use Restrictions. You are responsible for Users’ compliance with these Terms and for the quality, accuracy and legality of the Content. You will not, and will ensure that your Users do not:

  • use the Citrix Sharefile Online Services in any manner or for any purpose other than as expressly permitted by these Terms
  • sell, rent, resell, lease, or sublicense the Citrix Sharefile Online Services to any third party;
  • modify, tamper with or otherwise create derivative works of the Citrix Sharefile Online Services;
  • reverse engineer, disassemble, decompile or attempt to derive source code from the Citrix Sharefile Online Services;
  • store or transmit Content: (A) containing unlawful, defamatory, threatening, pornographic, abusive, or libelous material, (B) containing any material that encourages conduct that could constitute a criminal offense, or (C) that violates the intellectual property rights or rights to the publicity or privacy of others;
  • use the Citrix Sharefile Online Services to store or transmit viruses, worms, time bombs, Trojan horses or other harmful or malicious code, files, scripts, agents or programs;
  • interfere with or disrupt servers or networks connected to the Citrix Sharefile Online Services or the access by other XcellHost client to the servers or networks, or violate the regulations, policies or procedures of those networks;
  • access or attempt to access XcellHost’s other accounts, computer systems or networks not covered by these Terms, through password mining or any other means

 

vii. Third Party Services and Content. All transactions using the Citrix Sharefile Online Services are between the transacting parties only. The Citrix Sharefile Online Services may contain features and functionalities linking or providing you with certain functionality and access to third party content, including Web sites, directories, servers, networks, systems, information and databases, applications, software, programs, products or services, and the Internet as a whole. You acknowledge that XcellHost is not responsible for such content or services. We may also provide some content to you as part of the Citrix Sharefile Online Services. However, XcellHost is neither an agent of any transacting party nor a direct party in any such transaction. Any of those activities, and any terms associated with those activities, are solely between you and the applicable third-party. Similarly, we are not responsible for any third party content you access with the Citrix Sharefile Online Services, and you irrevocably waive any claim against XcellHost with respect to such sites and third-party content. XcellHost has no liability, obligation or responsibility for any such correspondence, purchase or promotion between Customer and any such third-party. In the event you have any problems resulting from your use of a third party service, or suffer data loss or other losses as a result of problems with any of your other service providers or any third-party services, we are not responsible unless the problem was the direct result of our breaches.

5. Fees and Payment.

i. Fees. You agree to pay, using a valid credit card (or other form of payment which we may accept from time to time), the charges and fees (such as recurring monthly or annual fees) set forth on our website (collectively, “Fees”), Taxes (as defined below), and other charges and fees incurred for the Services. You will pay Fees in the currency we quoted for your account (and we reserve the right to change the quoted currency at any time). We will automatically charge your credit card or other account at the start of the billing period and at the start of each renewal period. Except as specifically set forth in this Section, the Citrix Sharefile Online Services are prepaid for the period selected and are non-refundable. This includes Accounts that are renewed.

ii. Fees for Upgrade. If you upgrade or expand consumption of the Citrix Sharefile Online Services (for example, to obtain additional User access, features or functionality to the Citrix Sharefile Online Services) (collectively referred to as a “Service Upgrade”), additional fees may be due at Citrix Sharefile’s then-current pricing. If additional fees are due, those fees will be immediately charged to your credit card or other account and will apply for the entire month in which the Service Upgrade occurred.

iii. Fee Increases. We will notify you in advance, either through a posting on our website or by email to the address you have most recently provided to us, if we increase Fees or institute new charges or fees. Any increase in Fees will take effect at the beginning of the next renewal subscription term or support period, as applicable. For example, if you pay annually, your use of the Citrix Sharefile Online Services will be charged at the new price when the Citrix Sharefile Online Services are renewed in the year that follows the notice. If you don’t agree to these changes, you must cancel and stop using the Services.

iv. Invoicing and Payment Terms. You agree to keep all information in your billing account current. You may change your billing account information at any time by using the means provided. In the event that we invoice you, then all fees will be due and payable upon receipt. We may suspend your access to the Citrix Sharefile Online Services or cancel the Services if your account is past due over 15 days.

v. Purchases through Resellers. If you purchase Services through a Reseller, you owe payment to the Reseller as agreed between you and the Reseller, and the payment terms described in this Section will not apply to you. You acknowledge, however, that we may terminate your rights to use the Cloud Services and discontinue Services if we do not receive our corresponding payment from the Reseller.

vi. Taxes. Fees are exclusive of Taxes and you will pay or reimburse XcellHost for all Taxes arising out of these Terms, whether assessed at the time of your purchase or are thereafter determined to have been due. For purposes of these Terms, “Taxes” means any sales, use and other taxes, export and import fees, customs duties and similar charges applicable to the transactions contemplated by these Terms that are imposed by any government or other authority. You agree to promptly provide XcellHost with legally sufficient tax exemption certificates for each taxing jurisdiction for which you claim exemption.

6. Canceling the Citrix Sharefile Online Services.

To cancel the Citrix Sharefile Online Services, you must provide us with at least 30 days’ notice. If you cancel, the Services will end at the end of your current term or period following the 30 days’ notice. If you fail to cancel as required, we will automatically renew the Citrix Sharefile Online Services for the same term and will charge your payment information on file with us commencing on the first day of the renewal term.

7. Protection of Content.

XcellHost maintains appropriate administrative and technical safeguards to protect the security, and integrity of the Content in the Citrix Sharefile Online Services. Except as requested by you in connection with customer support, we will not (i) modify the Content, (ii) disclose the Content except pursuant to the requirements of a governmental agency, by operation of law, to investigate occurrences that may involve violations of system or network security, or as you expressly permit in writing, or (iii) access the Content except to provide the Services or to address other service or technical problems.

8. Data Retention

i. File Deletion.

  • i a) if you (your administrator) has turned on Citrix Sharefile’s ‘Deleted Files’ (Recycle bin) feature: when an user deletes a file, the file will be moved to recycle bin (a soft delete). The user can recover the file from recycle bin. Once a file moves into recycle bin, the file stays in the recycle bin till the user deletes the file from the recycle bin or administrator empties the recycle bin. If user deletes files from recycle bin or administrator empties recycle bin, then file will be purged permanently (a hard delete). If the files are larger than the default size (set in Citrix Sharefile administrator portal), then files will be permanently deleted. Note: Recycle bin only holds the most recent deleted file version. A new deleted file will replace any other older versions with same name and file path in the recycle bin.
  • i b) if you (your administrator) has turned off Citrix Sharefile’s ‘Deleted Files’ (Recycle bin) feature: when an user deletes a file, the file will be purged (a hard delete) from the system permanently and it can’t be recovered.

 

ii. File Version Retention. Citrix Sharefile comes with the ability to store previous versions of a file (versioning stores older versions only when a new version of a file has the same name and path as the older file). If administrator has turned off this versioning feature, then older file versions will not be retained. If administrator has turned on the versioning feature, the older versions will be retained until any of the following actions

  • User deletes the previous versions from the UI.
  • Original file is deleted. When a file is sent to recycle bin or permanently deleted, its previous versions are permanently deleted.
  • The administrator deletes the older versions.

 

iii. Account Cancellation. If you cancel your Citrix Sharefile Online paid account, your files and account data will be marked for deletion from our servers after 30 days. After the 30-day mark, files can no longer be recovered. If you need an immediate data deletion, you can request it by contacting Citrix Sharefile customer support.

9. Ownership.

i. Ownership by Customer. As between Customer and XcellHost, Customer own all right, title and interest in and to the Content provided, transmitted or processed through, or stored in, the Citrix Sharefile Online Services. Customer hereby grants XcellHost the right to transmit, use, modify, adapt, reproduce, display or disclose the Content solely (i) to provide the Services to Customer or any User, (ii) to comply with any request of a governmental or regulatory body (including subpoenas or court orders) or as otherwise required by law, (iii) for statistical use (provided that such data is not personally identifiable), and (iv) as necessary to monitor and improve the Citrix Sharefile Online Services and corresponding support. Customer represents and warrants that Customer has all rights in the Content necessary to grant these rights and use the Citrix Sharefile Online Services, and that the transmission, storage, retrieval, and processing of the Content do not violate any law or these Terms.

ii. Ownership by XcellHost. As between XcellHost and Customer, XcellHost own and reserve all right, title and interest in and to the Services (including all hardware, software and other items used to provide the Citrix Sharefile Online Services) and Materials, including all intellectual property rights in any of the foregoing. No title to or ownership of any proprietary rights related to the foregoing is transferred to Customer or any User pursuant to these Terms or any transaction contemplated by these Terms. XcellHost reserves all rights not explicitly granted to Customer. XcellHost is free to use any comments, suggestions, recommendations, and other feedback you provide with respect to the Services for any purpose, without obligation.

XcellHost may have patents, patent applications, trademarks, copyrights, or other intellectual property rights covering subject matter that is part of the Services. Unless XcellHost has granted Customer licenses to our intellectual property in these Terms, providing Customer with the Services does not give Customer any license to XcellHost’s intellectual property. Any rights not expressly granted herein are reserved.

10. Warranty.

XcellHost PROVIDES THE SERVICES “AS IS,” “WITH ALL FAULTS,” AND “AS AVAILABLE.” TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, XcellHost MAKES NO REPRESENTATIONS OR WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, STATUTORY OR OTHERWISE. XcellHost SPECIFICALLY DISCLAIMS, WITHOUT LIMITATION, ANY WARRANTY THAT THE SERVICES WILL BE UNINTERRUPTED, ERROR-FREE OR FREE OF HARMFUL COMPONENTS, THAT THE CONTENT WILL BE SECURE OR NOT OTHERWISE LOST OR DAMAGED, OR ANY IMPLIED WARRANTY OF MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT, AND ANY WARRANTY ARISING OUT OF ANY COURSE OF PERFORMANCE, COURSE OF DEALING OR USAGE OF TRADE.

11. SLA

i. XcellHost warrants at least 99.9% System Availability during each calendar month. If the System Availability is less than 99.9%, and if Customer has fulfilled all of its obligations under these Terms, XcellHost will provide Customer with a Service Credit applied to the month in which the failure to meet the SLA has occurred. The Service Credit will be equal to the credit percentage identified in the table below multiplied by the Customer’s fees paid to XcellHost for the Citrix Sharefile Service that are attributable to the corresponding month (calculated on a straight line pro-rated basis with respect to any fees paid in advance). Customer may terminate the Agreement upon 30 days’ written notice if System Availability is less than 97% for one or more validated SLA claims submitted by Customer under the SLA in each of three consecutive calendar months or one or more validated SLA claims submitted by Customer under the SLA in each of three out of five consecutive calendar months.

% of Services Availability per Calendar Month Service Credit
99.9% to 99.5% 10%
99.4% to 99.0% 20%
< 99.0% 40%

ii. General Terms Applicable to the SLA:

  • a. SLA Claims and Service Credits.
    • i. In order to receive any Service Credits, Customer must notify XcellHost in writing within 10 business days from the time Customer becomes eligible to receive a Service Credit. The remedies set forth herein represent Customer’s sole and exclusive remedy for XcellHost’s failure to meet the SLA defined in this Exhibit. Failure to comply with this requirement will forfeit Customer’s right to receive the Service Credit. In no event will the total amount of Service Credits if any, exceed the fees paid by Customer for the corresponding month.
    • ii. For all claims subject to validation by XcellHost, XcellHost will use log files, database records, audit logs, and any other information available to validate claims and make a good faith judgment on the applicability of Service Credits to the incident. XcellHost will make information used to validate the SLA claim available for auditing by Customer at Customer’s request.
    • iii. The maximum credit Customer is entitled to receive in any given month is calculated against the Attributable Monthly Subscription Fee for the Services. Customers who are past due on any payments owed to XcellHost are not eligible to receive Service Credits. XcellHost will issue Service Credits, as determined in its sole discretion, either on future billing cycles or as a refund against annual fees paid.
  • b. Exclusions
    • i. Customer will not be entitled to Service Credits in connection with any Force Majeure Event as defined in these Terms.
    • ii. Customer will not be entitled to Service Credits to the extent a Service Credit claim is due to: (A) use of the Services outside the scope described in these Terms and the Documentation; (B) Customer equipment, software or other technology or third party equipment, software or other technology outside of XcellHost’s data center and not under the direct control of XcellHost; (C) failure of Customer to meet the configuration requirements for Customer equipment set forth in the Documentation; (D) any actions or inactions of Customer or any other third party not under the direct control of XcellHost; or (E) attacks (i.e. hacks, denial of service attacks, malicious introduction of viruses and disabling devices) caused by third parties, unless such attacks succeeded due to XcellHost’s failure to meet its security requirements described in these Terms.
12. Indemnification.

To the maximum extent permitted by applicable law, you agree to defend, indemnify, and hold harmless XcellHost, its officers, directors, employees, and agents, against any cost, loss, damage, or other liability arising from any third party demand or claim that any Content provided by you, or your use of the Services, in breach of these Terms: (a) infringes any patent, trademark, or copyright of a third party, or misappropriates a trade secret (to the extent that such misappropriation is not the result of XcellHost’s actions) or (b) violates applicable law or these Terms.

13. Limitation of Liability.

TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, THE FOLLOWING APPLIES: (a) IN NO EVENT WILL THE LIABILITY OF XcellHost, ITS AFFILIATES, OFFICERS, EMPLOYEES, OR AGENTS FOR ANY AND ALL CLAIMS RELATING TO THIS AGREEMENT OR THE TRANSACTIONS UNDER IT, INCLUDING THE SERVICES EXCEED THE TOTAL AMOUNT OF FEES THAT YOU PAID US DURING THE PREVIOUS THREE MONTHS OF SERVICE, AND (b) IN NO EVENT WILL XcellHost, ITS AFFILIATES, OFFICERS, EMPLOYEES, OR AGENTS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, PUNITIVE, COVER OR CONSEQUENTIAL DAMAGES (INCLUDING, WITHOUT LIMITATION, DAMAGES FOR LOST PROFITS, REVENUE, GOODWILL, USE OR CONTENT) HOWEVER CAUSED, UNDER ANY THEORY OF LIABILITY, INCLUDING, WITHOUT LIMITATION, CONTRACT, TORT, WARRANTY, NEGLIGENCE OR OTHERWISE, EVEN IF XcellHost HAS BEEN ADVISED AS TO THE POSSIBILITY OF SUCH DAMAGES.

14. Suspension and Termination of your Use of the Services.

i. General. XcellHost reserves the right to temporarily suspend or terminate your access to the Services at any time in XcellHost’s sole discretion, with or without cause, and with or without notice, without incurring liability of any kind. For example, we may suspend or terminate your access to or use of the Citrix Sharefile Online Services for: (i) the actual or suspected violation of these Terms; (ii) the use of the Citrix Sharefile Online Services in a manner that may cause XcellHost to have legal liability or disrupt others’ use of the Citrix Sharefile Online Services; (iii) the suspicion or detection of any malicious code, virus or other harmful code in your Account; or (iv) your use of excessive storage capacity or bandwidth. If, in our determination, the suspension might be indefinite or we have elected to terminate your access to the Citrix Sharefile Online Services, we will notify you through email. You acknowledge that if your access to the Citrix Sharefile Online Services is suspended or terminated, you may no longer have access to the Content that is stored with the Citrix Sharefile Online Services. We may not be able to restore the content that was stored prior to the suspension.

ii. Post-Termination Obligations. Upon termination of these Terms for any reason, all of your rights to use or access the Citrix Sharefile Online Services will cease. For 15 days following the expiration or termination of these Terms or the applicable subscription term for which you have paid, and subject to your prior written request, we will grant you with limited access to the Citrix Sharefile Online Services solely for purposes of your retrieval of the Content. After that 15 day period, XcellHost has no further obligation to maintain the Content and will delete the Content unless legally prohibited. In case of Trials, XcellHost has no further obligation to maintain the Content after the trial is completed and will delete the Content at the end of the trial period.

15. General Provisions.

i. Governing Law. These Terms will be construed and enforced in all respects in accordance with the laws of the State of Texas -USA, without reference to its choice of law rules. Any dispute between the parties will be brought in a court in Travis County, Texas and each party irrevocably waives any claim that such court does not have personal jurisdiction over the party. All use of the Services is expressly governed by any applicable import laws, and you agree to comply with all such laws. Claims arising out or related to these terms must be filed within 3 months from the date on which the claim arose unless local law requires a longer time to file claims. If a claim is not filed accordingly, then it is permanently barred.

ii. Assignment. You may not assign these Terms or your rights and obligations under them, in whole or in part, to any third party without our prior written consent, and any attempt by you to do so will be invalid.

iii. Force Majeure. Neither party will be liable to the other for any delay or failure to perform its obligations under these Terms (excluding payment obligations) if the delay or failure arises from any cause or causes beyond that party’s reasonable control.

iv. Public Announcement. XcellHost reserves the right to release a press announcement regarding the parties’ relationship, and to include Customer’s name on XcellHost’s customer lists on XcellHost’s web site and in any other marketing materials.

v. Entire Agreement. These Terms, including our Privacy Policy and Fees specified in Orders we accept, constitute the entire agreement between you and XcellHost with respect to the subject matter of these Terms, and supersede and replace any other prior or contemporaneous agreements, or terms and conditions applicable to the subject matter of these Terms. These Terms create no third party beneficiary rights.

vi. Government Users. If you are a U.S. government entity, you acknowledge that any XcellHost Client Software and Documentation are provided as “Commercial Items” as defined at 48 C.F.R. 2.101, and are being licensed to U.S. government end users as commercial computer software subject to the restricted rights described in 48 C.F.R. 2.101 and 12.212.

vii. DMCA. We respect the intellectual property of others, and reserve the right to delete or disable Content that appears to violate these terms or applicable law. The Digital Millennium Copyright Act of 1998 (the “DMCA”) provides recourse for copyright owners who believe that material appearing on the Internet infringes their rights under U.S. copyright law. If you believe in good faith that Content infringes your copyright, you (or your agent) may send us a notice requesting that the Content be removed or access to it blocked. Federal law requires that your notification include the following information: (i) a physical or electronic signature of a person authorized to act on behalf of the owner of an exclusive right that is allegedly infringed; (ii) identification of the copyrighted work claimed to have been infringed or, if multiple copyrighted works at a single online site are covered by a single notification, a representative list of such works at that site; (iii) identification of the material that is claimed to be infringing or to be the subject of infringing activity and that is to be removed or access to which is to be disabled and information reasonably sufficient to permit us to locate the material; (iv) information reasonably sufficient to permit us to contact you, such as an address, telephone number, and, if available, an electronic mail; (v) a statement that you have a good faith belief that use of the material in the manner complained of is not authorized by the copyright owner, its agent, or the law; and (vi) a statement that the information in the notification is accurate, and under penalty of perjury, that you are authorized to act on behalf of the owner of an exclusive right that is allegedly infringed.

viii. Assignment Provisions We may assign this Agreement and all rights and/or obligations hereunder to any third party without notice for any purpose, including, without limitation, collection of unpaid amounts, or in the event of an acquisition, corporate reorganization, merger or sale of substantially all of the party’s assets to another entity. You hereby consent to such assignment. In this regard, we may assign the rights and obligations under this Agreement in connection with a sale of all or a substantial part of its business to which such rights and obligations pertain. You must continue making all required payments to us in accordance with your billing statement, unless notified otherwise.

EXHIBIT A Support Terms

Company provides non-emergency support during our regular office hours M-F 9:00 AM (US CST) to 5:00 PM (US CST), with the exclusion of Federal Holidays (“Support Hours”). Company provides emergency support after hours and during weekends on an as-needed basis.

Customer may initiate a helpdesk ticket during Support Hours any time by emailing support@xcellhost.cloud. Company will use commercially reasonable efforts to respond to all Helpdesk tickets within one (1) business day.