Last Revised: 2026-08-18 09:02

PROFESSIONAL & CUSTOM SERVICES AGREEMENT

Article 1: Subject Matter, Scope & Legal Hierarchy

1.1. Subject Matter: This document ("DOC-009") establishes the specific legal, technical, and commercial terms under which the sole proprietorship trading under the name "Prootzos Online" (hereinafter the "Provider") renders on-demand, specialized, technical, advisory, or custom services (hereinafter "Professional Services") to the respective natural or legal person (hereinafter the "Client").

1.2. Scope: These terms govern exclusively technical interventions, architectural configurations, debugging operations, optimizations, data migrations, and custom code development projects that exceed the strictly defined framework of the Core Managed Service.

1.3. Company Identity & Remote-First Model: The Provider operates strictly under a Remote-First Model. The registered tax seat and mailing address at Karkavitsa 46, 27131, Pyrgos Ilia, Greece (Tax ID: EL 047648274, Tax Office: Pyrgos, Tel: +30 2621 121 373, Email: contact@prootzos.com) functions solely as a fiscal domicile and mailing address and does not constitute a physical shop or customer service premises. All orders, deliverables, approvals, and communications are processed entirely digitally via the Client Area and the official ticketing system.

1.4. Contractual Hierarchy: In the event of any conflict, discrepancy, or ambiguity between documentation components, the following order of precedence strictly applies:

Specific Statement of Work / Technical Proposal (SOW).
Professional & Custom Services Agreement (DOC-009).
General Terms of Service (DOC-001).
Common Definitions Registry (DOC-002).
Infrastructure Constraints & Security Baseline (DOC-012).
Support Policy & SLA (DOC-004).
Billing, Cancellation & Credit Policy (DOC-011).

Article 2: Separation of Core Managed Service & Scope Creep Protection

2.1. Boundaries of Core Managed Service: Standard hosting subscriptions (Shared Hosting, Managed VPS, Managed Dedicated) strictly cover:

Maintenance, security patching, and monitoring of the core operating system (Debian Linux).
Operational integrity of core daemons (Apache/Nginx, PHP-FPM, MariaDB/PostgreSQL, Postfix, Dovecot, Rspamd, Proftpd) within default factory templates of the Controller.
Enforcement of Linux kernel resource limits (cgroups v2) and perimeter security firewalls (L1–L4 Firewalls).

2.2. Scope Creep Protection (No Implicit Extensions): Any technical task not explicitly enumerated in the Core Managed Service specifications of the purchased plan constitutes a Billable Professional Service. The Provider is under no obligation to perform out-of-scope tasks, nor shall any implicit acceptance of support be inferred regarding custom configurations, third-party software applications, or client-side application debugging.

2.3. Privilege Boundaries & Technical Constraints: When rendering Professional Services, core infrastructure constraints remain non-negotiable:

Full root shell / sudo access is strictly prohibited and shall never be granted to the Client.
Access is strictly restricted to chrooted FTP and jailed SSH/sFTP within the document root (/var/www/clients/clientX/webY).
On-the-fly unverified software packages or custom kernel modules (DKMS) compromising hypervisor or node stability shall not be installed.

Article 3: Catalogue & Scope of Professional Services

                       PROFESSIONAL SERVICES CATALOGUE (DOC-009)
                                          │
    ┌──────────────────────┬──────────────┴──────────────┬─────────────────────┐
    ▼                      ▼                             ▼                     ▼
[Infra & Servers]      [Security & Data]             [Web & Code]         [Email & DNS]
 • vHost Crash Fix      • Malware Cleanup             • WP Development     • DKIM/DMARC Delivery
 • Base Optimization    • DR Bare-Metal Restore       • Speed Tuning       • External Migrations
 • Advanced SysAdmin    • Offsite VM Backups          • Custom Scripts     • Standalone DNSSEC

3.1. vHost Directives Crash Recovery:

Investigation of system logs, identification of syntax/configuration errors, and restoration of web server daemons following invalid directives entered in the vHost Options tab of the Controller.
Subject to a mandatory minimum charge of one (1) billable hour of emergency technical recovery.

3.2. Advanced System Administration & Consulting:

Custom kernel tuning, Apache/Nginx microcaching, PHP-FPM pool sizing, database optimization (MariaDB InnoDB buffer pool, PostgreSQL parameters), and in-memory cache configurations (Redis/Memcached).
All optimization and development tasks are conducted strictly under non-privileged database accounts without SUPER or GRANT OPTION privileges. Direct exposure of unencrypted remote database ports (Remote DB access) without an SSH/SSL tunnel is strictly forbidden.
High Availability (HA) cluster architecture design, load balancing configurations, and private VPN implementations.

3.3. Data Migration Services:

3.3.1. Free Migration (Within Standard Scope): Includes the migration of up to three (3) websites with a cumulative data volume (files and databases) not exceeding five Gigabytes (5 GB) per new hosting account.
3.3.2. Billable Website Migrations: Any migration exceeding 3 websites or the aggregate 5 GB limit is billed on a per-site or per-Gigabyte overage rate.
3.3.3. Full Server / Virtual Machine Migrations: Bulk importing and migration of an entire virtual or dedicated server from external platforms (ISPConfig 2/3, Plesk, cPanel, Confixx, or bare-metal rsync) is an entirely billable professional service regardless of size, requiring prior technical compatibility assessment.
3.3.4. Migration Liability Limits: Migration services are provided on a best-effort ("as-is") basis. The Provider accepts no liability for pre-existing database corruption, legacy code/CMS incompatibilities with modern PHP/DB runtimes, or email loss during external DNS cutover, which remains the Client's sole responsibility.

3.4. Third-Party Commercial SSL Installation:

Installation, web server configuration, and validation of commercial SSL certificates purchased outside Prootzos Online is a billable service per domain.
Free installation support is provided strictly for SSL certificates issued through the Provider (Openprovider) or via the Controller's automated Let's Encrypt engine (subject to correct DNS A/AAAA records routing).

3.5. Malware Cleanup & Hardening:

Investigation of compromised accounts, file scanning, extraction of backdoors, web shells, database injections, and file permissions hardening.
Billed on a fixed one-time fee per standalone installation/website.

3.6. Advanced Email Deliverability & DNS Engineering:

Troubleshooting deliverability failures resulting from IP blacklisting caused by Client operations.
Configuration of strict DMARC policies (quarantine/reject mode), BIMI records, and Advanced DNS / DNSSEC architecture (where supported).

3.7. Disaster Recovery & Backup Management:

Bare-Metal Restore: Manual recovery of customer data from internal Disaster Recovery infrastructure upon Client request due to Client error, subject to a one-time administrative fee.
Offsite VM Backup Storage: Provision of dedicated external storage space for scheduled Proxmox hypervisor snapshots for Managed VPS / Dedicated servers, billed as a recurring monthly add-on. Restorations are performed exclusively by the Provider's engineers via the Client Area ticketing system; no access to Proxmox VNC/Console or self-restore interfaces is provided.

3.8. WordPress Development & Maintenance Retainers:

Custom theme/plugin development, custom code optimization, and Core Web Vitals speed tuning pursuant to an approved SOW.
3.8.1. No Rollover Policy for Retainer Hours: Pre-purchased support and maintenance hours included in monthly retainers apply strictly to the designated billing month. Unused hours expire at the end of each billing cycle and cannot be rolled over, accumulated, or refunded.
3.8.2. ePrivacy Compliance & Tag Governance: All websites and custom code delivered by the Provider comply strictly with the ePrivacy Directive and DOC-006. Embedding non-essential tracking mechanisms without Prior Consent (Opt-in) is strictly prohibited. Any integration of Google Tag Manager (GTM) is deployed strictly in compliance with Google Consent Mode v2.

Article 4: Liability Framework for vHost Options & Custom Directives

Control Parameter	Shared Hosting	Managed VPS (VM)	Managed Dedicated Server
Options Tab Status	LOCKED / DISABLED	ACTIVE / ENABLED	ACTIVE / ENABLED
Custom Directives Allowance	Strictly Forbidden	Allowed (Apache/Nginx/PHP)	Allowed (Apache/Nginx/PHP)
Syntax & Compatibility Responsibility	Provider (Hardcoded)	Client (Sole & Absolute)	Client (Sole & Absolute)
Crash Recovery / Debugging	Included in Core Managed	Billable Service (DOC-009)	Billable Service (DOC-009)
Minimum Intervention Fee	None ($0)	1 Hour Professional Support	1 Hour Professional Support

4.1. Sole Client Responsibility: In Managed VPS and Managed Dedicated environments, the Options tab in the Controller is unlocked, granting the Client the capability to input custom web server directives (Apache Directives, Nginx Directives) and custom PHP directives (php.ini snippets). The Client acknowledges, agrees, and assumes sole, absolute, and exclusive liability for the syntax accuracy, logical coherence, and runtime compatibility of all supplied directives.

4.2. Web Server Crashes & Outages: Any daemon crash, downtime, internal server error (HTTP 500/502/503), or failure of the web server stack resulting from erroneous directives in the Options tab shall not be deemed an infrastructure outage and is strictly excluded from DOC-004 (SLA) availability calculations.

4.3. Recovery Procedure & Invoicing: In the event of a crash:

The Client submits an emergency ticket via the Client Area.
Technical staff intervenes, removes the defective directives, validates daemon configurations, and restores web server operations.
The intervention is automatically invoiced as an Emergency Directives Recovery Service with a minimum charge of one (1) billable hour, regardless of the duration of the intervention.

4.4. Indemnification Against Third-Party Claims: The Client agrees to fully defend, indemnify, and hold harmless the Provider, its officers, and technical personnel against any claims, damages, liabilities, fines, or legal expenses arising directly or indirectly from unauthorized, unlawful, or defective Custom Directives entered in the Options tab.

Article 5: Engagement Workflow, Statements of Work (SOW) & Acceptance

                         ENGAGEMENT & DELIVERY WORKFLOW
                                        │
    ┌───────────────────────────────────┴───────────────────────────────────┐
    ▼                                   ▼                                   ▼
[1. Request & SOW]             [2. Execution Phase]                [3. UAT & Acceptance]
 • Client Area Ticket           • Isolated Secondary vHost          • 5 Business Days UAT
 • Technical & Cost Approval    • Pre-work Backup (DOC-010)         • Deemed Acceptance Clause

5.1. Service Request & Statement of Work (SOW): All requests for Professional Services must be submitted digitally via the ticketing system in the Client Area. For complex undertakings (WordPress development, cluster design, performance tuning), the Provider issues a binding Statement of Work (SOW), containing:

Precise Scope of Deliverables.
Implementation timeline and technical assumptions.
Pricing structure (fixed fee, hourly, or retainer) and payment terms.

5.2. Approval & Prepayment: No professional work shall commence without the Client's explicit written approval of the SOW via the Client Area and full settlement of the agreed fee or initial deposit, pursuant to DOC-011.

5.3. User Acceptance Testing (UAT):

Upon completion of the engagement (executed on an isolated secondary vHost or production environment as agreed in the SOW), the Provider issues a completion notice via ticket.
The Client has an exclusive window of five (5) business days (UAT Period) to inspect deliverables and submit any substantiated deviations from the SOW.
If no written objection is received within this 5-day window, the deliverables are deemed irrevocably accepted (Deemed Accepted).
5.3.1. Conclusive Notice: The transmission of the completion notice via the Client Area ticketing system constitutes full, valid, and conclusive proof of delivery triggering the 5-day UAT window.

5.4. Cleanup of Temporary Work Data: Temporary files, staging snapshots, database dumps, and testing vHosts generated solely for the execution of Professional Services (e.g., migrations) are permanently and irreversibly deleted within fourteen (14) calendar days following final acceptance (UAT). Billing records and support tickets in the Client Area are managed and anonymized in accordance with DOC-005 and automated WHMCS data retention routines.

Article 6: Commercial Terms, Billing Models & Credit Policy

Service Category	Billing Model	Minimum Unit	Payment Terms
Setup Fee (VM / Dedicated)	One-Time Fixed	Per Provisioned Node	Upfront (Non-refundable)
Directives Crash Recovery	Emergency Fixed Rate	1 Hour (Fixed)	Immediate Invoicing
SysAdmin / Consulting	Hourly Rate	1 Hour (30' increments thereafter)	Prepaid Block
Malware Cleanup	One-Time Fixed	Per Standalone Site	Upfront Payment
Migrations (Out-of-Scope)	Per Site / Per GB	1 Site / 1 GB Overage	Upfront Payment
Full Server Migration	Project-Based Fixed	Per Server Node	Prepaid per SOW
Emergency Support (Off-Hours)	Emergency Rate	2 Hours	Immediate Invoicing
WordPress Maintenance	Monthly Retainer	1 Month (Retainer)	Prepaid per Cycle

6.1. Non-Refundable Setup Fees: Setup fees for Managed VPS and Managed Dedicated Servers cover engineering hours consumed for hardware provisioning, OS hardening, and Controller integration. These fees are strictly non-refundable under all circumstances.

6.2. Billing Increments: For hourly services, the first hour is billed in full as a minimum engagement. Subsequent time is recorded and billed in thirty (30) minute increments.

6.3. Credit-Only Refund Policy:

In accordance with DOC-011, Prootzos Online enforces a strict No Cash Refund policy (no bank wire, credit card, or payment gateway cash returns).
Any approved refund or unconsumed prepaid consulting balance is credited exclusively as Account Credits within the Client Area.
Account Credits are non-transferable, earn no interest, cannot be converted to cash, and may only be applied toward future service invoices or renewals.

6.4. Waiver of Right of Withdrawal (B2C): When ordering urgent or immediately executed Professional Services (such as crash recovery, malware cleanup, on-demand debugging), the Client acting as a consumer provides express consent for immediate performance and acknowledges the complete forfeiture of the 14-day statutory right of withdrawal (pursuant to Article 3ib of Greek Law 2251/1994) once the service is fully rendered.

6.5. Prorated Upgrades (Prorated Billing): Upgrades of hosting plans, computational resources, or Retainer service tiers initiated mid-cycle via the Client Area are billed strictly on a prorata basis for the remaining days until the next regular renewal date. Service downgrades take effect upon the commencement of the subsequent billing cycle without retroactive credit.

6.6. Promotional Pricing & Recurring Cycles: Promotional discount vouchers, trial rates, or special onboarding offers apply exclusively to the first (1st) billing cycle of the service. All subsequent renewals are invoiced automatically at the standard official tariff published in DOC-011.

Article 7: Client Obligations, Cooperation & Security

7.1. Provision of Information & Credentials: The Client is obligated to provide in a timely and secure manner (via encrypted fields in the Client Area ticketing system) all necessary technical specifications, access credentials, external DNS configurations, or third-party licenses required for project execution.

7.2. Mandatory Pre-Work Backups:

Prior to the commencement of any Professional Services (particularly database interventions, core updates, malware cleanup, or vHost tuning), the Client bears sole responsibility for generating and verifying a full, independent, off-server backup of all data.
Backup policies are governed by DOC-010. The Provider accepts no liability for loss of application data not backed up by the Client prior to the intervention.

7.3. Acceptable Use Compliance: All configurations, scripts, and applications developed or deployed under Professional Services must fully comply with DOC-003 (AUP). Conducting penetration testing, security auditing, or stress testing without prior written authorization from the Provider is strictly prohibited.

7.4. NIS2 Compliance & Incident Reporting: If a critical security incident or active infrastructure vulnerability is discovered during the delivery of Professional Services, the notification timelines established in DOC-012 apply immediately:

a) Early Warning: Within 24 hours of discovery.
b) Incident Notification: Within 72 hours with technical mitigation details.
c) Final Report (RCA): Within one (1) month. The Client is required to cooperate fully with technical staff to isolate the threat.

Article 8: Warranties, SLAs & Limitation of Liability

8.1. Disclaimer of Outcome Warranties (As-Is Provision): Professional Services, technical consulting, and code optimizations are provided on a diligent best-effort basis. Given the inherent unpredictability of web and software environments, the Provider does not warrant:

The realization of specific commercial, sales, or ranking outcomes.
Permanent immunity from future malware reinfections if the Client fails to patch web applications or maintains weak credentials.
Continuous maintenance of specific performance benchmarks (e.g., Google PageSpeed 100/100), as third-party scoring algorithms fluctuate continuously.

8.2. Inapplicability of Infrastructure SLA: Availability commitments and response metrics specified in DOC-004 (SLA) apply exclusively to standard infrastructure and network operations. Professional Services are delivered pursuant to timelines agreed in individual SOWs and are ineligible for SLA service credits.

8.3. Contractual Liability Cap: Except in cases of willful misconduct, gross negligence, or physical injury, the cumulative aggregate liability of the Provider for all claims arising out of or related to the performance or non-performance of Professional Services shall be strictly limited as follows:

$$\text{Maximum Aggregate Liability} \le \text{The amount actually paid by the Client for the specific Professional Service during the preceding three (3) months.}$$

Article 9: Intellectual Property, Confidentiality & Data Protection

9.1. Deliverables & Custom Code: Upon full settlement of all invoiced fees, the Client receives a non-exclusive, perpetual license to utilize custom themes, plugins, or scripts created specifically for the project. Pre-existing proprietary tools, open-source modules (GPL), internal orchestration scripts, and automation routines remain the exclusive intellectual property of the Provider.

9.2. Confidentiality: Both parties agree to maintain strict confidentiality regarding all proprietary, financial, and technical information exchanged throughout the engagement.

9.3. Data Protection & Technical Access (GDPR Article 28): During the execution of Professional Services (such as Migrations, Malware Cleanup, or Directives Recovery), access by Provider personnel to Client databases and files is strictly limited to the technical purpose of the intervention (Need-to-Know principle). Processing activities are governed by the Data Processing Agreement (DOC-007 — DPA), under which the Client acts as Data Controller and the Provider acts as Data Processor, pursuant to DOC-005.

Article 10: Term, Termination, Suspension & General Provisions

10.1. Term: This Agreement takes effect upon acceptance (electronically via the Client Area or upon commissioning of work) and remains in force throughout the delivery of the Professional Service or the duration of an active Retainer subscription.

10.1.1. Cancellation Notice for Recurring Add-ons: Notice to terminate recurring Professional Services or Retainer subscriptions must be submitted via the Client Area at least seven (7) calendar days prior to the generation of the subsequent renewal invoice.

10.2. Extraordinary Termination & Service Suspension: The Provider reserves the right to immediately suspend or terminate Professional Services without compensation if:

The Client defaults on overdue invoices.
A material breach of the Acceptable Use Policy (DOC-003) occurs.
The Client exhibits abusive, defamatory, or disruptive conduct toward staff.

10.2.1. Distinction Between Billing Suspension & Technical Abuse Quarantine:

a) Billing Suspension: Automatically executed via the Client Area (WHMCS) upon invoice non-payment following expiration of the grace period.
b) Technical Abuse Quarantine / Suspension: Enforced immediately and without notice at the operating system and Controller level (cgroups process termination, permission drop to chmod 000, IP Null-Routing, L1–L4 Firewall blocks) in cases of Outbound Abuse, spamming, malware hosting, or critical threat to infrastructure integrity, pursuant to DOC-003 and DOC-012.

10.3. Severability: If any provision of this Agreement is held to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall remain in full force and effect.

10.4. Governing Law & Jurisdiction: This Agreement is governed by and construed in accordance with the Laws of Greece and applicable European Union regulations. Exclusive jurisdiction for any dispute arising out of or in connection with this Agreement is vested in the Courts of Pyrgos Ilia, Greece.

10.5. Prevailing Master Language: This Agreement is executed in the Greek language, which represents the sole original, official, and legally binding instrument (Master Version). This English translation (DOC-009-EN) is provided as an accurate translation; in the event of any textual, linguistic, or interpretive discrepancy, the Greek Master Version shall prevail unconditionally.

Cross-Reference Validation Matrix

Document ID	Related Document Title	Point of Reference in DOC-009	Cross-Reference Boundary Purpose (SSOT)
DOC-001	General Terms of Service	Articles 1.3, 1.4	Remote-First framework, corporate identity, master terms.
DOC-002	Common Definitions Registry	Articles 1.4, 2.1	Unified definitions (Controller, Client Area, Directives, etc.).
DOC-003	Acceptable Use Policy (AUP)	Articles 7.3, 10.2, 10.2.1	Prohibited operations, conduct boundaries, abuse quarantine.
DOC-004	Support Policy & SLA	Articles 1.4, 4.2, 8.2	Exclusion of custom directives and pro services from SLA credits.
DOC-005	Privacy Policy	Articles 5.4, 9.3	Personal data protection and data retention limits.
DOC-006	Cookie Policy & Tracking	Article 3.8.2	Mandatory Prior Consent and Google Consent Mode v2 setup.
DOC-007	Data Processing Agreement (DPA)	Article 9.3	Processor role (GDPR Art. 28) during technical task execution.
DOC-010	Backup & Data Retention Policy	Articles 3.7, 7.2	Mandatory pre-work backup and DR bare-metal restore fees.
DOC-011	Billing, Cancellation & Credit Policy	Articles 1.4, 5.2, 6.1, 6.3, 6.6	Upfront billing, non-refundable setup fees, Account Credits only.
DOC-012	Infrastructure Constraints & Baseline	Articles 1.4, 2.3, 4.1, 7.4, 10.2.1	Jailed shell limits, cgroups, NIS2 timelines, L1–L4 Firewall rules.