# Welcome
Welcome to the Terabix documentation center. On this site, you will find all the information regarding our services, infrastructure, and network. You will also find user guides for common issues and tasks, as well as answers to frequently asked questions. We strive to keep our documentation center regularly updated. To begin, please navigate via the left-side menu or below. # Contacts For enquiries and support, you can reach the relevant team at the following: ## **24/7 Support** [Open a ticket](https://clients.terabix.net/submitticket.php) OR email `support@terabix.net` For customer support, please [open a support ticket](https://clients.terabix.net/submitticket.php). Alternatively, you can send an email to the above address. Emails sent there will automatically open a support ticket and subsequent replies via email will be synchronized to the ticket. The ticket will be visible in your account if your email is registered with us. ## **24/7 NOC** `noc@terabix.net` For issues and communication pertaining to our network such as IP, routing, and peering. This is the suggested contact for NOC-to-NOC communication. Customers should open a support ticket instead. ## **Abuse Department** `abuse@terabix.net` For abuse reports pertaining to our network. ## **General Enquiries** `office@terabix.net` For all other general enquiries. # Network Information A closer look at our network and data center locations. We operate our own network under [**AS137552**](https://bgp.tools/as/137552). Below, you'll find a list of our datacenter locations and various information.
LocationDatacenterLooking GlassServices
Johor Bahru, MalaysiaEquinix JH1Cloud VM, IP Transit
# Data Center Locations Information about our PoPs and facilities.

From our trip to Equinix JH1

From our trip to Equinix JH1

We currently have one data center PoP in **Johor Bahru, Malaysia**. We are situated in the **Equinix JH1** facility with our own racks and equipment and fiber optic backhaul to Singapore. Equinix JH1 is a premium facility strategically located in the city of Johor Bahru, 15km away from Singapore. It is located within the [*Johor-Singapore Special Economic Zone*](https://insightplus.bakermckenzie.com/bm/international-commercial-trade/malaysia-the-johor-singapore-special-economic-zone-a-tale-of-two-cities-with-a-modern-twist). Equinix JH1 serves as a carrier-neutral hub with many regional and international networks, ISPs, CSPs, and OTT players. Johor has quickly grown to become a regional data center hub and has benefitted from the overflow of data center demand in Singapore, given its extremely short distance from Singapore and the lower costs of power and space. As Johor Bahru and Singapore border each other, the two are extremely well connected with plenty of diverse fiber routes between the two locations, providing extremely low latency to/from Singapore. We take full advantage of this for our network, routing most traffic through Singapore. We have plans to expand our footprint across the globe, so this page will be updated and/or revamped as we expand and establish more points of presence. # Introduction & Hardware An introduction to our Cloud VM platform. Our Cloud VM platform runs on the KVM architecture and is delivered to users through a beautiful and functional control panel for on-demand management (VirtFusion). Features include power control, VNC console, VM reinstallation, OS templates, custom ISO support, SSH key management, usage metrics, and more. ## Cloud VM Lineup Information
ProductCPU Model(s)Memory SpecificationStorage SpecificationNetwork Uplink
Cloud VM PremiumAMD EPYC Genoa 9654/9554Samsung/Micron DDR5 4800MHz ECCKioxia/Samsung/DapuStor Datacenter-Grade PCIe Gen4/5 NVMe50GigE Bonded Uplink
Cloud VM StandardAMD EPYC Milan 7713/7C13/7763Samsung/Micron DDR4 2666MHz ECCKioxia/Samsung/DapuStor Datacenter-Grade PCIe Gen4/5 NVMe50GigE Bonded Uplink
# Frequently Asked Questions Frequently asked questions regarding our Terabix Cloud platform and our VMs.
How long does it take for my VM to be activated? Upon payment completion, Cloud VMs are instantly activated and you may proceed with the installation process in your Cloud Panel. OS installations via our premade templates typically take a few minutes, after which you will receive an email notification with details. If for any reason you do not see your Cloud VM activated after payment, please open a support ticket and our team will provide further assistance.
Are Cloud VM plans upgradeable? Yes, Cloud VM plans are upgradeable at any time. Please open a support ticket and let us know which plan you'd like to upgrade to.
Can I have a customized Cloud VM plan? Depending on your needs, we may be able to custom-tailor a plan for you, however this will be assessed on a case-by-case basis and will depend on the custom resources you require. Some restrictions may apply if your requests are not feasible and we cannot support it. Open a ticket to enquire further with our team.
Do you provide managed support? While our team will always be happy to help as much as we can, for all intents and purposes, our services are unmanaged. While one can go a long way with just reading tutorials online, we'd still suggest that our customers know their way around basic sysadmin skills, or in the case of Linux, the Linux command line interface.
What is your refund policy? We have a 3-day money-back guarantee if you are unsatisfied with our service for a valid reason. To prevent misinterpretation, please consult our [terms of service](/legal/terms-of-service) for a full understanding of our refund policies.
Is DDoS protection available on Cloud VMs? We have best-effort DDoS mitigation — this is to protect our network and keep services stable for all users. IPs that are receiving a sustained attack or start to cause issues on our network will be blackholed.
## Additional Services * Additional bandwidth: $3 per TB * IP change: $5 one-time fee * Additional IPs: $2/month/IP * Additional NVMe storage: $1.5/mo per 10GB # DDoS Protection {% hint style="warning" %} Advanced DDoS protection is NOT available yet, but is on our roadmap for Q1 2025. {% endhint %} On all our standard plans, DDoS protection is not guaranteed but is provided on a best-effort basis that is reliant on our upstreams. Should a prolonged or large attack be detected, the attacked prefix will be null-routed. Advanced DDoS protection is a work in progress and will be available in Q1 2025. More details will be shared here as we get closer to turning up Advanced DDoS protection on our network. We will not advertise nor do we intend for this service to be used as a DDoS-protected tunnel/proxy/shield for commercial or business purposes. Our DDoS protection service intends to protect services local to our network. We therefore reserve the right and hold full discretion to suspend your services if we deem it to be a constant target for DDoS attacks. This policy is enforced to protect the resiliency, stability, and integrity of our service and network as a whole for all of our customers. # Payment Methods We currently support the following payment methods: * Visa * Mastercard * China UnionPay * PayPal * Apple Pay * Google Pay * Alipay * Cryptocurrencies * AVAX * BCH * BNB * BTC * DASH * DOGE * ETH * LTC * MATIC * SOL * TON * TRX * USDT # Careers Full details of open positions here. See our careers page at terabix.net/careers ## Introduction Join us and together, let's build a **better** cloud hosting and digital infrastructure company. We're a lean startup and we take a *no-BS* approach to work—we focus on doing what we love, surrounding ourselves with like-minded individuals, having fun with tech, and most importantly: giving our customers the best. As a lean startup with minimal bureaucracy, our co-founders screen all applicants manually. We carefully analyze each application and have internal discussions about who we could shortlist for each opening. As such, we seek your understanding if we do not immediately respond to your application. To apply for a role, please send an email with the details listed below to **** * Email subject should be: *Name of Position, Part-time OR Full-time* (e.g. "Network Engineer, Full-time") * In your email body, please include a cover letter of 2-3 paragraphs. Tell us a little about who you are, why you think you're a good fit for the role, and why you'd like to join our company. Your cover letter does not have to be too lengthy. * Include your salary expectations. * Let us know your preferred working hours and the timezone you're in. * Finally, include your resume as an attachment. ## Open Positions
Senior Systems Administrator We are looking for talented and passionate Senior Systems Administrators to work closely with our team in overseeing and administrating our infrastructure, as well as taking the lead on medium to high level technical support cases. This position will be **remote** and you can be from anywhere in the world. If you are an applicant from Malaysia, you can still work remotely, but we invite you to join us occasionally in person at our office. We value candidates who have experience working for a hosting/cloud company. For this role, we are open to part-time or full-time arrangements. We are actively hiring for both day and night shifts in GMT+8 (Malaysia/Singapore) timezone. **Your responsibilities will include, but are not limited to:** * Oversee and proactively monitor our server infrastructure, responding to alerts and issues. * Respond to incoming technical support tickets, provide an initial response and attempt to troubleshoot and resolve technical issues pertaining to our infrastructure and platform. * Identify problems and causes of issues related to our infrastructure and platform, and escalate them to senior engineers if necessary with as much information as possible. * Administrate, configure, deploy, and optimize our virtualization platform and hardware on the Linux environment. * Coordinate with the rest of our engineering team (i.e. Network) to configure, optimize, and solve issues pertaining to our hypervisor hardware and platform. * Work with on-site personnel remotely to install, configure, deploy, and troubleshoot servers and data center infrastructure. **Required:** * At least 4 years of experience with systems administration, data center infrastructure, and Linux in a data center environment. * Experience with remote, out-of-band (OOB) access to data center resources (i.e. IPMI/BMC for remote device administration, console servers, etc). * Experienced with data center management (DCIM) and network monitoring tools such as Zabbix and Netbox. * At least 2 years of experience working for a hosting/cloud company. * Strong command of written and verbal English. * Familiarity with team communication platforms such as Slack. **Desirable:** * Strong understanding of Linux virtualization technologies such as KVM, QEMU, and libvirt. * A decent understanding of modern server hardware technologies and components (server chassis, data center/enterprise-level CPUs, SSDs, NICs, etc) * Familiarity with data center/enterprise networks.
L1/L2 Support Administrator We're looking to onboard passionate and experienced L1/L2 Support Administrators with experience working for hosting providers in our team. Candidates should have direct experience working for cloud/VPS/server hosting providers with demonstrable confidence in taking charge of low to medium-level support tickets. This position will be **remote** and you can be from anywhere in the world. If you are an applicant from Malaysia, you can still work remotely, but we invite you to join us occasionally in person at our office. For this role, we are open to part-time or full-time arrangements. We are actively hiring for both day and night shifts in GMT+8 (Malaysia/Singapore) timezone. **Your responsibilities will include, but are not limited to:** * Proactively monitor our ticketing system for incoming support requests. * Communicate with customers via support ticket in a timely manner upon first contact. * Answer any questions our customers might have about our products and services. * Tend to technical support tickets and ask our customers the right technical questions in order to obtain further information for troubleshooting or escalation. * Troubleshoot and provide resolutions for L1/L2 support tickets with confidence, based on internal/external documentation provided and through our administration panels. * Triage tickets and sort them based on urgency and level and subsequently escalate them as necessary. * Ensure system and service uptime through proactive monitoring of our infrastructure. * Attend to basic general/billing-related support tickets, including making any necessary administrative or billing adjustments to customer accounts as needed, based on proper SOPs. * Collaborate and communicate with our sysadmins and engineers asynchronously over internal team comms such as Slack. **Required:** * At least 2 years of experience in providing hosting support. * Strong command of written and verbal English. * Excellent critical thinking, problem-solving, and communication skills. * At the very least a small level of flexibility to rotate your shifts or adjust them based on company needs. * Familiarity with ticketing systems such as WHMCS. * Familiarity with team communication platforms such as Slack. **Desirable:** * Experience with Linux and/or Windows server administration. * Knowledge of basic TCP/IP, DNS, and other related hosting and internet technologies. * Familiarity with the hosting/VPS market.
Network Engineer We are in search of talented Network Engineers to join our team. You will work closely with our team to ensure the resiliency and performance of our global network infrastructure. This position will be **remote** and you can be from anywhere in the world. If you are an applicant from Malaysia, you can still work remotely, but we invite you to join us occasionally in person at our office. We are open to candidates either seeking a part-time or full-time arrangement. We value candidates with experience working for a hosting provider, internet service provider or telco company. **Your responsibilities include, but are not limited to:** * Monitor and maintain the operation of our network & its devices, including handling network issues and resolving them as they occur. * Collaborate with the team to oversee network deployment projects on-site or remotely (data center network devices, transit deployments and upgrades, peering arrangements, IX deployments, DCI infrastructure, etc). * Plan data center network topology for new deployments. * Install and perform the configuration of our network devices (routers, switches, firewall, transport equipment etc). * Perform BGP setup/configuration and maintenance. * Perform network performance and route optimization via BGP. * Ensure the integrity, performance, and uptime of our peers (transit, IX peers, direct peers, etc). * Ensure that our prefix records and advertisements are in order. * Escalate issues to our upstream carriers and ensure the resolution of issues. * Liaise with the NOC departments of other network operators to resolve any issues in routing and connectivity between our networks. **Required:** * At least 3 years of experience in the areas of network engineering and data center operations. * Strong familiarity working with industry-standard network equipment such as Cisco, Juniper, and Arista. * Familiarity with day-to-day tasks and projects common in data center, ISP, and hosting provider operations. * Knowledge and exposure to network protocols, data center network topologies, and data center architecture. * Expertise in optimizing network performance and minimizing global network latency via BGP. * Familiarity with network monitoring and NetFlow tools (i.e Prometheus, Zabbix, Kentik, Akvorado, etc). * Experience with remote, out-of-band access to data center resources (IPMI/BMC for remote device administration, console servers, etc). * Be able to express yourself fluently in English, both verbally and in writing. **Desirable:** * ISP, telco and/or hosting environment work experience. * Strong understanding of Linux systems administration. * Direct experience leading data center network deployment projects. * Strong understanding and demonstrable experience with L2 and L3 technologies. * Experience installing and maintaining data center (and other IT) infrastructure and DCIM tools such as Netbox. * Excellent at writing technical documentation. * Experience solving problems and achieving efficiency through automation. * Professional network certification(s) (i.e CCNP or higher, etc).
Marketing Specialist (China Market) We're in search of a Marketing Specialist with a granular understanding of the China hosting/VPS market. The ideal candidate will be responsible for Terabix's marketing and growth within the Chinese hosting/VPS market. A strong command of written and verbal Mandarin Chinese and English is required. This position will be **remote** and you can be from anywhere in the world. If you are an applicant from Malaysia, you can still work remotely, but we invite you to join us occasionally in person at our office. We value candidates who have experience working for a hosting/cloud company in a Marketing role, specifically within the China market. **Your responsibilities will include, but are not limited to:** * Assist Terabix in performing research and developing marketing strategies for the Chinese hosting/VPS market. * Represent and uphold the image and reputation of Terabix in Chinese hosting-related communities and forums, developing long-lasting relationships and trust among users, customers, and potential customers. * Plan marketing and promotional campaigns specifically tailored for the Chinese hosting/VPS market. * Interact with and develop a relationship with key opinion leaders, technical influencers, and blog owners. * Identify and present new and interesting opportunities for marketing and growth within the Chinese market. **Required:** * At least 2 years of experience working for a hosting or related company in the Chinese market. * Proven track record of driving growth and managing marketing activities for a hosting or related company in the Chinese market. * Strong command of verbal and written Chinese. * Strong command of verbal and written English. * Strong interpersonal communication skills.
Administrative Executive (Kuala Lumpur HQ) We're looking for an Administrative Executive with a keen eye for detail and impeccable organization skills to assist with day-to-day company administration based out of Kuala Lumpur. This is a full-time position and you will have to be based in Kuala Lumpur to apply for this position. **Your responsibilities will include, but are not limited to:** * Manage day-to-day company and office administrative tasks. * Assist with financial bookkeeping and month-to-month accounting with the company accountant. * Respond to or escalate general company-related enquiries. * Liaise with the company secretary to ensure the company is compliant with our annual reporting and company records. * Help our co-founders stay organized by keeping track of any meetings that may be scheduled. **Required:** * At least 2 years of relevant experience. * A degree in business administration, finance, accounting, or a related field. * Excellent verbal and written communication skills. * Strong ability to multi-task and manage your own time, staying one step ahead. **Desirable:** * Experience working in a startup and tech environment will be valuable.
# Terms of Service This document presents our terms of service. `Last Modified: 1 October 2024` ## Introduction This terms of service (hereinafter referred to as “terms of service”, "TOS”, “agreement”, “terms”, or “contract”) is a legally binding and legally enforceable agreement between You (hereinafter referred to as “You”, “Customer”, “Customers”, “Client” or “User”) and Terabix Technologies Sdn Bhd (hereinafter referred to as "Terabix", "us", "we", or "our"). "You" also includes any organizations that have permitted you to use, access, or purchase our services as an authorized agent or representative. Should our services be resold by you, you must ensure that your customers and end users comply with this agreement. This agreement covers the usage of our website (including terabix.net, cloud.terabix.net, clients.terabix.net, or other Terabix domains) and any and all of the services and products on our website. ## Services Provided Subject to the terms of this agreement, Terabix will provide services that generally fall under the category of web hosting and may be referred to interchangeably as servers, cloud hosting, VPS, VPS hosting, cloud VM, VM, VM hosting, virtual servers, or other applicable or similar terms. ## Payments and Billing Terabix will collect payment upon the date of the initial placement of an order. This date shall serve as the anniversary date (“due date”) for the billing cycle chosen by the Customer, which may include but is not limited to monthly, quarterly, semi-annual, or annual billing cycles. Renewal payments are due on the anniversary date and will be billed on the anniversary date. Terabix will issue invoices for services fourteen (14) days in advance of the service anniversary date. If a Customer fails to make payment within two (2) days of the due date, Terabix will suspend access to the service. If a Customer fails to make payment within seven (7) days of the due date, Terabix will terminate the service and cancel the associated renewal invoice. Service termination will result in the deletion of any and all data stored on our hosting services. Terabix shall not be held liable or responsible for restoring access to services or data hosted on our services once a service has been terminated for non-payment. Customers are fully responsible for ensuring that their due payments are paid by the due date to prevent Service suspension and/or termination. Invoices that are past due will be subject to a Late Fee of ten (10) percent of the total due amount after being three (3) days overdue. Customers who choose to add funds to their account through our website will be given credits that are added to their account balance. Credits may also be given to Customers by Terabix for the purposes of a refund, compensation for service downtime, or for any other reason at the discretion of Terabix. Credits will automatically be used to pay for any due invoices whether partially or in full. Credits will not expire. Credits may not be withdrawn by the Customer or refunded to the Customer in the form of cash or any other payments. Credits may not be transferred to any other Customer or account. ## Refunds Terabix offers a 3-day money-back guarantee. A refund request must be put in by the Customer within 3 days of the service start date or it will not be eligible. A refund request is valid if the service is impacted due to a hardware or network fault of Terabix. Terabix will determine the outcome of any and all refund requests and reserves the right to reject a request. A refund request that is approved by Terabix will be processed using the original method of payment (no exceptions will be made). A service cancellation request is not the same thing as a refund request; all service cancellation requests will not result in any kind of refund. The following is a non-exhaustive list of scenarios and/or reasons that are not covered by our 3-day money-back guarantee: 1. Services ordered through a promotional campaign are not eligible for a refund or money-back guarantee 2. Services paid for with cryptocurrencies. 3. Customised services which are not offered as a standard service on our website. 4. IP/network connectivity faults that are the result of local or government regulations in any part of the world. 5. IP addresses that do not have accurate geolocation information. 6. IP addresses that do not meet the Customer’s expectations on “IP reputation” of any kind. 7. IP addresses that are blocked by any website or network, as well as any kind of network connectivity issue to a website or network, that is not within the scope of control of Terabix. 8. Customer's service or services have been a target of denial of service attacks 9. Change of mind by the Customer. 10. Clear abuse of the money-back guarantee by the Customer through the use of multiple accounts. 11. A past history of raising chargebacks and or disputes. 12. A past history of multiple refund requests. Terabix reserves the right to refuse any and all refund requests if we believe that the Customer has or had violated any part of our Terms of Service and/or Acceptable Use Policy, including but not limited to the abuse and misuse of our services at any point in time. Should Terabix decide to provide a Customer with a refund that is not covered by this policy as a gesture of good faith, the Customer may be responsible for fees of any kind that is associated with the refund or payment. ## Payment Disputes and Chargebacks Terabix reserves the right to suspend or terminate all services associated with a Customer account should a payment dispute or chargeback arise from any of our supported payment methods and gateways. Terabix reserves the right to ban or reject services to a Customer should we determine that a dispute or chargeback placed by a Customer is fraudulent or dishonest in nature. ## Service Cancellations A Customer may request a cancellation of their services at any point in time through the client portal at clients.terabix.net. Should a customer choose an Immediate cancellation, the associated service will be cancelled effective immediately. Should a customer choose to put in a cancellation request for the end of a billing period, the associated service will be cancelled on the day of the service due date at 1700 GMT+8. A service cancellation request is not the same thing as a refund request; all service cancellation requests will not result in any kind of refund. The Customer shall be responsible for cancelling a service if the Customer does not wish to continue the service past an upcoming due date. All cancellation requests will result in the automatic termination of their service and any and all data stored on the service will be destroyed permanently. Once data has been destroyed as a result of service cancellation, it cannot be restored. If a Customer changes their mind and wants to rescind their cancellation request, they must inform Terabix by means of opening a support ticket as soon as possible before the due date of their service. Cancellation requests that are set to “Immediate” cannot be rescinded. ## Service Transfers A Customer may request for an existing service to be transferred to another account. A service transfer request must be placed by the Customer by opening a support ticket. Terabix will bill the Customer a service transfer fee of $10 if their request is approved. Any and all services must be active for at least two (2) months before they can be transferred. ## Right of Suspension and Termination Terabix reserves the right to suspend and/or terminate, without any prior notice, at any point in time, the services of a Customer in the event that there is reasonable cause to believe that a Customer has or had acted in violation of our Terms of Service and/or Acceptable Use Policy. ## Bandwidth Bandwidth limits for our services account for both inbound and outbound traffic. Bandwidth limits for each service will reset on the due date for that particular service. Should a service reach its bandwidth limit before the due date, the transfer speed for that service will be capped at 100 kB/s until its bandwidth is reset. A Customer may purchase additional bandwidth at any time by opening a support ticket. Additional bandwidth will be charged at a rate of $3 USD per TB. ## Data Loss and Backups The use of Terabix’s products and services is at the Customer’s sole risk. Terabix will not be held responsible for any data hosted on our servers and infrastructure. The Customer agrees to take full responsibility for data that is stored on Terabix’s servers and agrees that the appropriate backups are in place outside of Terabix’s infrastructure in the event of data loss. The Customer agrees and acknowledges that data loss outside of Terabix’s control may happen as the result of (but is not limited to) software and hardware errors, corruption, or failures. ## Abuse In the event that Terabix receives an official abuse complaint from a person, group, or organization, Terabix will investigate and determine the legitimacy of said complaint at our sole discretion. Should Terabix decide that the abuse complaint is legitimate, Terabix will decide, at our sole discretion, whether to immediately suspend or terminate the Customer’s related service based on the severity of the prohibited material or activity. In the event that no immediate action is taken, Terabix will contact the related Customer to request more information or for the Customer to take action and cease or remove the related abusive activity or content. In Terabix’s communication with the related Customer, we will, at our sole discretion, provide a grace period for the Customer to respond to Terabix before a temporary suspension is placed on the related service. Customers who attract repeated abuse complaints related to their service may be charged a fee per abuse notice, or, may at any time, without prior notice, have their services terminated permanently at the sole discretion of Terabix. ## IP Connectivity and Geolocation Terabix does not guarantee IP connectivity to any specific region or country that has imposed sanctions or regional or national internet censorship that restricts or inhibits global internet connectivity to or from that region. This includes but is not limited to countries such as China, Iran, Russia, Turkmenistan, Myanmar, Iraq, Pakistan, Saudi Arabia, and the United Arab Emirates. Terabix commits to maintaining IP geolocation information by means of hosting a Geofeed that is publicly accessible at terabix.net/geofeed.csv. It is important to note that Terabix is not responsible for and do not have the ability to control the information displayed by third-party IP geolocation databases or websites. Should there be inaccurate information displayed on a third-party IP geolocation database or website to the knowledge of Terabix, Terabix will take appropriate action to contact the operators of said website to request for the information to be updated. Terabix will not provide refunds of any kind if an IP address allocated to a Customer’s service has inaccurate IP geolocation information listed on any third-party website or database. ## Limitation of Liability Terabix assures to deliver services with a reasonable level of expertise, care and professionalism and will make diligent efforts to restore services if any interruptions occur. Beyond this, Terabix does not provide any additional warranties or guarantees regarding the services, whether stated directly or implied, under this agreement or otherwise. Terabix specifically denies any other warranties or conditions related to the services, whether implied or stated, including, but not limited to, implied warranties of merchantability, satisfactory quality, or suitability for a specific purpose. Terabix shall not be liable for any direct or indirect damages, including loss of profits, revenue, data, or usage, incurred by Customer or any third party unless such damages result from gross negligence or wilful misconduct of Terabix or its employees. Regardless of any other provisions in this agreement, the total liability of Terabix including its employees, under any legal theory, shall not exceed the amount paid by the Customer for services in the thirty (30) days prior to the event that triggered the claim. ## Governing Law and Dispute Resolution These terms and conditions, along with any orders, agreements, or other documents related to the services provided by Terabix, shall be governed by and construed in accordance with the laws of Malaysia, where Terabix is legally incorporated. Any disputes arising out of or in connection with these terms will be resolved through arbitration in courts located in Malaysia. If one of the parties involved is a consumer, dispute resolution will follow the applicable laws governing consumer rights in Malaysia. ## Waiver The failure of either party to enforce or demand strict adherence to any provision of these terms shall not impact the validity or enforceability of that provision, nor shall it be considered a waiver of the right to enforce that provision or any other provision in the future. ## Notices All notifications, requests, or other communications required or permitted under this agreement must be in writing and addressed to the Customer at the email address provided in their contact information, and to Terabix at or through physical mail addressed to Terabix Technologies Sdn Bhd at postal address: 7-2 Plaza Danau 2, Jalan 2/109f Taman Danau Desa, 58100 Kuala Lumpur, Malaysia. It is the Customer’s responsibility to promptly update Terabix regarding any changes to their contact details. Notices sent via email will be considered received once the Customer receives a confirmation of delivery. ## Severability If any part of these terms is deemed invalid, unenforceable, or in conflict with applicable law, that part will be replaced with a provision that, to the extent possible, fulfils the original intent. The rest of the Terms will remain binding on both parties. ## Changes to Terms of Service We may modify this Terms of Service at any time, with no prior notice and any changes will be effective immediately upon publishing. It is your responsibility to review the terms regularly. Any significant changes will be communicated to you by email prior to taking effect. Your continued use of Terabix services after the changes will indicate your acceptance of the updated terms. # Service Level Agreement An overview of our Service Level Agreement (SLA). `Last Modified: 1 October 2024` ## Introduction Terabix strives to provide a 99.9% uptime service level agreement (SLA). Service credits will be provided to the Customer in the form of credit to their Terabix account balance, in the event of qualifying service downtime. A service is categorised as having a qualifying downtime event when: 1. The service is completely inaccessible by the Customer and Terabix, after verification by Terabix support staff. 1. During the time in which the service is inaccessible, there is no ongoing maintenance that would affect the service. 2. The downtime event is not due to any of the causes listed below under ‘Exclusions’. **Exclusions:** 1. The downtime is caused by situations outside of the control of Terabix, such as issues with our upstream internet providers, data center outages, widescale internet outages, and natural disasters. 2. The downtime is caused by a suspension or termination of the Customer’s service, as a result of a violation of the TOS. 3. The downtime is caused by service, hardware, software, or network maintenance of any kind, including that of Terabix’s vendors and service providers. 4. The downtime is caused by a DDoS attack. Terabix’s DDoS protection services are provided on a best-effort basis and come with no guarantees of any kind. 5. The downtime is caused by the fault of the Customer and the misuse or misconfiguration of any part of the services, including that of any person that they provide access to their services with, or any person that has gained access to their services. 6. The downtime is caused by the Customer’s lack of necessary and safe security practices and precautions. ## Service Credits If a Customer’s service incurs downtime that does not fall under any of the exclusions of these terms, the downtime would be categorised as a qualifying downtime event and they are entitled to request a claim of service credits. Service credits will only be provided to Customers who have accounts in good standing with no history of service abuse, prior or existing chargebacks and disputes, overdue invoices, and no existing/outstanding service cancellations or suspensions. In order to claim service credits for a qualifying downtime event, a Customer must raise a ticket through our official support channel within 48 hours of the qualifying downtime event. There must be a minimum of 1 hour of qualifying downtime in order for a claim to be processed. Consecutive downtime events that stem from the same root cause will be deemed as a single downtime event. Service credits will be compensated as per the following formula based on the Customer’s service’s monthly recurring cost (“MRC”): * `(MRC / 30) x 3 for every hour of qualifying downtime` The amount of service credits compensated to the client cannot exceed 100% of the affected service’s MRC. ## Changes to Service Level Agreement We may modify this Service Level Agreement at any time, with no prior notice and any changes will be effective immediately upon publishing. It is your responsibility to review the terms regularly. Any significant changes will be communicated to you by email prior to taking effect. Your continued use of Terabix services after the changes will indicate your acceptance of the updated terms. # Acceptable Use Policy An overview of our Acceptable Use Policy. `Last Modified: 1 October 2024` ## Prohibited Usage Terabix’s services shall only be used for activities permitted under applicable law. The following list describes a non-exhaustive list of prohibited activities and usage: 1. Illegal activity by law of any kind. 2. Email spam and or unsolicited email. 3. Denial of service attacks. 4. Hacking, exploiting, port scanning, brute force, or malware activities of any kind. 5. Hosting of sexual and pornographic content depicting children and minors. 6. Cryptocurrency mining. 7. IP spoofing. 8. Illegally defaming or slandering any person, group or organization. 9. Transmitting hate speech aimed toward any particular person, group, or organization. 10. Hosting of anonymized networks such as, but not limited to running TOR exit nodes. 11. Distribution of any copyrighted material. 12. Distribution of any pirated or cracked software. 13. Hosting or distribution of any fraudulent websites with the intention to scam or phish members of the public, such as (but not limited to) fake banking, financial, or cryptocurrency websites. 14. Hosting of public proxies or public VPNs on Cloud VM. ## Resource Abuse Terabix prohibits the Customer abuse of service resources (“resource abuse”). Any action or activity that consumes server resources in a way that negatively impacts our systems, infrastructure, and other customers' resources is defined as resource abuse. Resource abuse may include but is not limited to CPU abuse, disk I/O abuse, and bandwidth or port speed abuse. In the event that resource abuse is detected, Terabix may throttle or suspend a Customer’s service or services without prior notice, followed by contacting the Customer and informing them of so, to allow for the Customer to remedy the situation. Repeated resource abuse even after sufficient warnings or chances to remedy the situation may result in the termination of a Customer’s service or services without any prior notice or refund. To prevent CPU abuse, a Customer may not use more than 80% of their allocated CPU cores for a prolonged period of time that leads to a negative impact on our systems, infrastructure, or customers. ## Port 25 Terabix blocks Port 25 by default for all of our services to protect our network and IP reputation. We strongly suggest that Customers use a third-party email provider for email sending. Port 25 may be unblocked for a Customer following a stringent screening process at the sole discretion of Terabix. The screening process may include but is not limited to identity and/or business verification, use-case verification, and website and/or email domain verification. A Customer may open a support ticket to request to go through the screening process if they wish to request access to Port 25 on our services. Terabix reserves the right to not only determine the outcome of the screening process but also whether to accommodate the screening process to begin with. Customers acknowledge that no refunds will be given for the reasons of expecting Port 25 access prior to or after ordering a service, as well as prior to or after going through our screening process, regardless of the outcome. ## Changes to Acceptable Use Policy We may modify this Acceptable Use Policy at any time, with no prior notice and any changes will be effective immediately upon publishing. It is your responsibility to review the terms regularly. Any significant changes will be communicated to you by email prior to taking effect. Your continued use of Terabix services after the changes will indicate your acceptance of the updated terms. # Privacy Policy An overview of our Privacy Policy. `Last Modified: 1 October 2024` ## Introduction This Privacy Policy outlines the manner in which Terabix Technologies Sdn Bhd ("Terabix," "we," "us," or "our") collects, uses, and discloses information provided by you or gathered by us through your use of our services, including but not limited to those accessed via our websites (such as terabix.net, cloud.terabix.net, and other associated Terabix domains). At Terabix, your privacy is important to us. By accessing or using any of our services, including our website or other platforms, you and/or the organisation you represent agree to fully comply with this privacy policy. Any information in our possession that can be used to identify you is classified as personal data. ## Collection of Information We may collect and obtain user information ("you" or "your") from a variety of sources, including information submitted during account registration, data generated through your use of our websites, and information provided by third-party services. Terabix collects your data under various circumstances. When an account is created, we collect contact information such as your first and last name, organization name, email address, and phone number. Additionally, billing information will be required for the purchase of services. We use cookies to collect and analyse information regarding how you and other visitors interact with our website. This technical data may include, but is not limited to, Internet Protocol (IP) addresses, browser details, Internet Service Provider (ISP) information, referring and exit websites, and other browsing-related data. The information gathered is used to analyse visitor traffic, determine visit frequency, identify sources of visits, and improve our understanding of user behaviour on the website. We may receive information about your account from third-party services, which we may combine, adjust, or compare with the data we already possess. ## Usage of Information The information we collect is used to deliver our products and services, facilitate payment processing, communicate with you, and grant access to our control panel. Additionally, we utilise this data to enhance our services, prevent misuse, and detect and prevent fraudulent activities. We may also use this information to market relevant products and services to you. Additionally, the information we hold will be used to enforce compliance with our terms of service and policies, as well as to fulfil any legal obligations or respond to judicial processes in accordance with applicable laws. Please be advised that any credit card and associated information you provide will be securely transmitted to Stripe, Inc. (“Stripe”) from Terabix. Our systems retain only an identifying token, while Stripe is responsible for storing your credit card details solely for payment processing purposes. Terabix maintains a written agreement with Stripe regarding the handling of credit card transactions. ## Disclosure of Information We may share your information with third parties to gather further data about you in order to prevent abuse and fraud, thereby maintaining the integrity of our network. To verify your information, we utilise public fraud databases, where your personal data may be cross-referenced. If any reports are found against your information, we reserve the right to decline providing services. In the event of a violation of our terms of service, your information may be shared with these databases or other relevant entities for the purpose of industry-wide fraud prevention. Furthermore, we may disclose your information to authorities if legally required to do so under applicable laws. We do not share your information with unauthorised individuals or for any purposes not in accordance with this policy. ## Data Security We prioritise the security of all information collected and use it solely to provide the services you have purchased, along with related functions such as billing, marketing relevant to your services, customer support, service improvements, and fraud prevention. To protect your personal data from unauthorised use, we implement multiple layers of security, including physical, electronic, and procedural safeguards. We employ industry-standard security measures to prevent unauthorised access, maintain data accuracy, and ensure the proper use of information. This includes encryption technologies, such as Secure Socket Layer (SSL) protocol, when transmitting highly sensitive data, including payment information. However, no method of transmission or storage is completely secure. While we regularly test and update our security systems, we cannot guarantee that our website or services are immune to all security threats, vulnerabilities, or breaches. While we strive to protect your data, Terabix makes no guarantees or warranties that our systems will be completely protected from all viruses, security risks, or unauthorised access at all times. ## Retention and Access to Data Your personal data will be processed for as long as necessary to provide you with our services, and at a minimum, in accordance with our legal obligations. Personal data processed based on your consent will be retained until you withdraw that consent. We may retain your information even after it is no longer necessary to provide services in order to fulfil legal requirements, prevent fraud, resolve disputes, troubleshoot issues, and comply with other legitimate obligations. You may access the majority of your personal data at any time by logging in and accessing your account. You can view, edit, or update your information directly on our website. To access, update, delete, or modify any of your data stored with us, please submit a request via email to . You may correct any factual inaccuracies in your personally identifiable information by submitting a request that provides credible evidence of the error. To ensure your privacy and security, we will take reasonable steps to verify your identity prior to granting access or making any corrections. ## Changes to Privacy Policy We may modify this Privacy Policy at any time, with no prior notice and any changes will be effective immediately upon publishing. It is your responsibility to review the terms regularly. Any significant changes will be communicated to you by email prior to taking effect. Your continued use of Terabix services after the changes will indicate your acceptance of the updated terms.