Service policy

Draft for review; not yet effective.

Last updated: September 6, 2026
Service provider: SyNull Limited
Place of registration: Hong Kong
Business Registration No.: 80261565
Address: Room 1508, 15/F, Office Tower Two, Grand Plaza, 625 Nathan Road, Mong Kok, Kowloon, Hong Kong
Support: Console support tickets; support@synull.com

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Support email

For questions about products, accounts, billing, and technical issues, contact support@synull.com. We usually reply within one business day.

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Abuse complaints

Report phishing, spam, attacks, or other misuse to abuse@synull.com, with supporting evidence. Reports receive priority review after the supporting evidence is confirmed.

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1. Scope

This policy applies to cloud computing and related services ordered, used, or managed through the SyNull website, customer console, and related APIs. Service specifications, resource allocations, regions, billing periods, and prices are governed by the order and product information presented and confirmed when you order. Product-specific terms, service level agreements (SLAs), and separately signed contracts should be provided before purchase. Any conflict should be resolved according to the order of precedence expressly agreed by the parties. No agreement excludes rights that applicable law does not permit to be restricted.

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2. Accounts and access security

You should provide accurate, current registration and billing information through which you can be contacted. Anyone opening an account or ordering on behalf of an organization should have appropriate authority. Keep passwords, verification codes, access tokens, and instance credentials secure, and grant access only where necessary. If you discover account misuse, unusual activity, or leaked credentials, promptly reset the relevant credentials and contact SyNull through a support ticket. SyNull should investigate using activity records, rather than assigning all responsibility to you solely because an action occurred within your account. Where a product or applicable law requires additional identity verification, SyNull should explain its purpose, required information, and handling arrangements. See the Privacy policy for the processing of identity information.

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3. Orders and delivery

Before ordering, check the configuration, availability, region, system image, billing currency, and service restrictions. Order submission, successful payment, and instance provisioning are separate states. Console records and provisioning notices indicate delivery status. If stock shortages, technical issues, or other circumstances prevent delivery of a paid service, SyNull should explain the situation and agree with you on continued delivery, an alternative, or a refund. A materially different service should not be substituted without your consent. Resource quotas, shared bandwidth, traffic measurement, port restrictions, and other conditions affecting use should be disclosed on the relevant product page. Backup, managed operations, protection capabilities, and availability targets not expressly promised should not be treated as included services.

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4. Charges, renewals, and cancellation

Supported payment methods include Visa, Mastercard, and Alipay. The methods available for a particular order are shown at checkout. Orders should specify prices, currencies, billing periods, taxes where applicable, and additional charges. Usage-based calculations should be explained in advance. Price changes should be notified beforehand; paid periods remain subject to the confirmed order. Automatic renewal should depend on your explicit activation and the settings displayed in your account. You may disable it through available console features or request this through a support ticket. Disabling automatic renewal does not immediately terminate the current paid service; the cancellation confirmation determines the termination time.

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5. Acceptable use and prohibited conduct

Use services lawfully and ensure that you have the rights and authorizations needed for content you upload, store, process, or distribute. Do not use services for:

• Unauthorized intrusion, exploitation, credential theft, or malware distribution.
• Denial-of-service attacks, malicious traffic amplification, spam, or other conduct harming third-party networks or account security.
• Fraud, phishing, unlawful transactions, or infringement of intellectual property, privacy, or other lawful rights.
• Circumventing billing, resource quotas, or access controls, or deliberately disrupting shared infrastructure.
• Other activities expressly prohibited by applicable law.

Lawfully authorized security testing should remain within its authorized scope and relevant product restrictions. Restrictions on resource-intensive workloads should be disclosed before purchase. SyNull should not determine a violation solely using unpublished criteria.

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6. Maintenance, restrictions, and suspension

SyNull may take necessary measures for scheduled maintenance, fault repair, security incidents, or legal obligations. Reasonable efforts should be made to notify you of planned maintenance in advance. In an emergency, minimum necessary measures may be taken first, with reasons, scope, and next steps explained when feasible. For suspected violations, SyNull should explain the grounds and provide an appeal or remediation channel where this does not compromise security response or legal requirements. Suspension should be limited to affected resources where possible, and restoration conditions should be clear. Termination and deletion should follow disclosed deadlines and applicable law.

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7. Customer data and backups

You retain your lawful rights in your business data. Access to deliver services, resolve faults, or meet legal obligations should be limited to what is necessary for those purposes. You should have appropriate grounds to process third-party personal information and meet your own notice and protection obligations. Unless your order expressly includes backup services, maintain independent backups. Snapshots, redundant storage, or backup features shown in the console do not themselves promise indefinite retention or guaranteed recovery. Backup frequency, retention, and recovery scope are governed by the purchased service description. Reinstallation, destruction, resource release, and other irreversible operations may cause data loss. SyNull should explain these consequences before the relevant action. Export needed data before confirming an action or ending a service.

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8. Service commitments and liability

Availability, incident response, and compensation are governed by the SLA or contract expressly applicable at purchase. Without an SLA, this policy does not promise a specific availability percentage or response time. Following a fault or loss, both parties should cooperate promptly to preserve records and mitigate damage. Responsibility should be determined by the cause, each party’s fault, contractual terms, and applicable law. This policy does not exclude liability that cannot lawfully be excluded or unconditionally transfer all data-loss risk to you.

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9. Changes and disputes

Material changes should be communicated through website announcements, console notices, or account contact channels, with their effective date. Changes affecting important rights under existing orders should follow applicable law and contract requirements. An announcement does not replace legally required consent. You may submit complaints or disputes through support tickets or the support email. Both parties should first seek an agreed resolution.