Service Terms

These Service Terms provide a general framework. Each engagement should also have a proposal, order, statement of work or subscription plan describing scope, fees, timeline, deliverables, customer responsibilities and special conditions. The more specific signed or accepted document controls if it conflicts with these general Terms.

Custom software will be delivered according to an agreed scope and acceptance process. Requirements or features added later may require a change request, revised fee and revised timeline. Unless agreed otherwise, customers receive rights to final paid deliverables, while Syntrach retains its pre-existing tools, general knowledge, reusable components and open-source materials subject to their licences.

Source-code delivery, repository access, environments, warranty period, data migration and ownership must be stated in the project agreement.

Website projects may include design implementation, content placement, responsive testing and agreed deployment. Customers must provide lawful content, approvals, brand assets and access on time. Browser, device, accessibility, SEO, analytics and performance commitments apply only when included in scope.

Third-party themes, fonts, images, plugins and services remain subject to their own licences and charges.

Hosting is provided within the selected plan's storage, traffic, resource, security and acceptable-use limits. Customers must keep applications updated where maintenance is not included, protect credentials and maintain independent backups appropriate to their risk.

Syntrach may conduct maintenance, address abuse and suspend a service that creates a security, legal or infrastructure risk. Renewal, migration, backup, service level and termination arrangements will be stated in the plan or order.

Support covers the channels, hours and systems stated in the plan. Severity and response targets are not guaranteed unless documented in a service-level agreement. Support does not automatically include new development, third-party repairs, user training, data entry or recovery from unsupported customer changes.

Maintenance may include updates, monitoring, backups, small corrections or agreed improvement hours. Unused hours, rollover, emergency work and excluded systems will be stated in the maintenance plan. Major upgrades and new features are separately scoped.

Consulting provides analysis, recommendations or facilitation based on the information available. The customer remains responsible for business decisions, legal compliance and implementation unless expressly included. Outcomes depend on customer participation and circumstances outside our control.

Future software-as-a-service products may include accounts, subscriptions, usage limits, data storage, acceptable-use rules and product-specific availability commitments. Product terms, privacy information and pricing will be provided before paid use. Beta or preview features may change and will be clearly identified.

• Provide accurate requirements, decisions, content and authorized access.
• Review deliverables and report issues within agreed periods.
• Use services lawfully and respect intellectual-property and privacy rights.
• Maintain required licences, permissions and internal controls.
• Pay undisputed invoices on time and identify billing concerns promptly.
• Keep appropriate copies of important data unless a backup obligation is expressly assigned to Syntrach.

Each party should protect the other's confidential information and use it only for the engagement. If Syntrach will process personal, regulated or sensitive data, the parties should agree security responsibilities, access controls, retention and any required data-processing terms before transfer.

Scope changes require documented agreement. Deliverables will be reviewed under the acceptance method and period stated in the project documents. A limited correction period may cover reproducible failures against the agreed specification; it does not cover new requirements, unsupported changes, third-party failures or misuse.

Either party may end a service according to the applicable notice and cancellation terms. Syntrach may suspend for urgent security risk, unlawful use, material breach or overdue undisputed fees. On termination, payment for completed work remains due and transition assistance is chargeable unless included.

Service questions may be sent to hello@syntrach.com or by phone or WhatsApp at +880 1719-755162. Our postal address is House #48, Road #12, Sector #13, Uttara, Dhaka-1230, Bangladesh. Active customers should use the support channel identified in their service documents.