Terms of Service

1. Acceptance of Terms

By using the services of Santel - Telecomunicações e Infraestruturas, Lda, the Customer declares to have read, understood and fully accepted these Terms of Service. These terms constitute a binding contract between the Customer and Santel.

2. Definitions

• "Santel" / "Nós": Santel - Telecomunicações e Infraestruturas, Lda
• "Cliente": Individual or legal entity contracting our services
• "Serviços": SIP Trunking, Cloud Infrastructure, Colocation, DID Numbers and related services
• "SLA": Service Level Agreement
• "Dia Útil": Weekdays (Monday to Friday), excluding national holidays in Portugal

3. Service Object

Santel provides services of:

• Voice over IP (SIP Trunking)
• Cloud Infrastructure (VPS and bare metal servers)
• Data center colocation
• Numbering (DID Numbers)

Services are provided in Portugal and Spain, at the locations specified in the contract.

4. Duration and Termination

4.1 Duration

Services are provided for the minimum contractual period specified in the commercial proposal (usually 12 months), automatically renewing for successive periods of equal duration, unless terminated with at least 30 days notice before the end of the current period.

4.2 Termination

Either party may terminate the contract:

• By Customer: With 30 days written notice
• By Santel: With 30 days notice or immediately in case of serious breach of terms

4.3 Effects of Termination

Upon termination, the Customer must remove all data from servers within 7 days. After this period, Santel may delete data without compensation. The Customer remains liable for all amounts due until the termination date.

5. Pricing and Payments

5.1 Billing

• Services are billed monthly, unless otherwise specified
• Invoices are issued electronically and sent by email
• Payment must be made by the due date on the invoice (15-day term)

5.2 Late Payments

• Delays over 5 days: Application of late payment interest (reference rate + 4%)
• Delays over 15 days: Service suspension without further notice
• Recovery costs: €50 per unsuccessful collection attempt

6. Service Level Agreement

6.1 Availability

Santel guarantees:

• 99.99% uptime for cloud infrastructure services
• 99.95% uptime for voice services

6.2 Compensations

In case of SLA breach:

• 5% monthly credit for each 1% below guaranteed SLA
• Maximum credit: 100% of monthly value
• Scheduled maintenance excluded (communicated 7 days in advance)

7. Customer Obligations

The Customer undertakes to:

• Provide accurate and up-to-date information for service provision
• Maintain confidentiality of access credentials
• Not use services for illegal activities or activities prohibited by the AUP
• Cooperate with Santel in resolving technical incidents
• Perform regular backups of their data (when applicable)

8. Liability

8.1 Limitation

Santel's liability is limited to the amount paid by the Customer for services in the month the incident occurred, except in case of willful misconduct or gross negligence. Santel is not liable for indirect damages, lost profits or data loss.

8.2 Indemnification

The Customer indemnifies Santel against any claims arising from the use of services in violation of these terms or applicable law.

9. Jurisdiction

These terms are governed by Portuguese law. For dispute resolution, the parties elect the jurisdiction of Lisbon, with express waiver of any other.

10. General Provisions

10.1 Amendments

Santel may amend these terms with 30 days notice. Customers who do not accept amendments may terminate within 15 days.

10.2 Assignment

The Customer may not assign the contract without Santel's written consent. Santel may assign the contract to companies in the same group.

10.3 Severability

If any clause is deemed invalid, the remainder shall remain in effect.

Last updated: 16 de março de 2025