Welcome to Pyhook (accessible via pyhook.com and related tenant subdomains like *.pyhook.com).
These Terms and Conditions ("Terms") govern your access to and use of our managed hosting,
implementation, software-as-a-service (SaaS), and custom software integration services
(collectively, the "Services").
By signing an order form, registering an account, or accessing/using Pyhook Services, you
("Client", "User", or "Customer") agree to be bound by these Terms.
1. Services Provided & Multi-Tenant Architecture
1.1 Scope of Services
Pyhook provides managed cloud infrastructure, installation, configuration, and support for
open-source business software built on the Frappe Framework (including Frappe CRM and ERPNext).
1.2 Subdomain & Tenant Provisioning
- Unless subscribing to a Dedicated Cloud instance, Client instances are deployed as isolated
multi-tenant database environments accessible via clientname.pyhook.com.
- Pyhook reserves the right to migrate Client sites across hardware nodes or benches to
maintain system health, optimize server load, or deliver critical security upgrades.
1.3 Third-Party Framework Acknowledgement
Pyhook is an independent service provider. Frappe CRM and ERPNext are open-source software
licensed under GNU General Public License / MIT. Pyhook is not affiliated with, endorsed by, or
an official representative of Frappe Technologies Pvt. Ltd.
2. Subscriptions, Fees & Payment Terms
2.1 Subscription Plans & Billing
- Starter Plan ($99/month): Multi-tenant shared infrastructure.
- Growth Plan ($250/month): Multi-tenant high-compute infrastructure with integration support.
- Dedicated Plan ($500/month): Isolated instance on dedicated compute hardware with SLA
options.
Subscriptions auto-renew monthly or annually depending on your selection at checkout. All
recurring fees are billed in advance on the billing cycle date.
2.2 Setup & Implementation Fees
- One-time setup/onboarding fees (e.g., $1000 Fast-Track, $2,000 Managed Growth, or custom
Enterprise implementation quotes) are non-refundable once engineering work or data
onboarding has commenced.
- Any customization, API/Webhook integration, or historical data cleaning outside the
explicitly agreed Statement of Work (SOW) will be quoted separately.
2.3 Non-Payment & Suspension
- If subscription fees are unpaid for more than 7 calendar days past the due date, Pyhook
reserves the right to temporarily suspend access to your tenant instance
(client1.pyhook.com).
- Accounts overdue by 30 calendar days are subject to termination and data purging in
accordance with Section 6.
3. Client Responsibilities & Acceptable Use Policy (AUP)
3.1 Acceptable Use
You agree not to use Pyhook Services to:
- Send unsolicited bulk commercial emails (SPAM) in violation of CAN-SPAM, GDPR, or applicable
local telecommunication laws.
- Host, store, or transmit illegal content, malware, phishing scripts, or data that infringes
upon third-party intellectual property rights.
- Attempt reverse-engineering, system penetration testing, vulnerability scanning, or
launching Denial of Service (DDoS) attacks against shared bench nodes that could impact
other Pyhook tenants.
3.2 Account Security
Client is solely responsible for maintaining the confidentiality of admin login credentials, user
role assignments, and two-factor authentication (2FA) settings across all staff accounts.
4. Data Ownership, Privacy & Security
4.1 Client Data Ownership
- You retain 100% ownership of all data imported, entered, or generated inside your Pyhook
instance (including leads, contacts, communications, logs, and attachments).
- Pyhook claims zero intellectual property rights over your proprietary customer databases.
4.2 Data Isolation & Backups
- Pyhook implements logical database separation between tenant instances on shared nodes to
ensure strict data privacy.
- Automated daily backups are maintained for disaster recovery. However, Clients are
encouraged to regularly export their database backups via the admin control panel.
5. Service Level Agreement (SLA) & Maintenance
5.1 System Uptime
Pyhook targets a 99.9% network uptime for standard plans and guaranteed SLAs for Dedicated
($500/mo) plans.
5.2 Maintenance Windows
Scheduled system maintenance (such as OS updates, security patches, or Frappe framework upgrades)
will be performed during low-traffic windows with prior notice delivered via email or dashboard
notifications whenever possible.
6. Term, Cancellation & Termination
6.1 Cancellation by Client
You may cancel your monthly subscription at any time via your account portal or by emailing
[email protected]. Your access will remain active until the end of the current paid billing
cycle.
6.2 Data Export Upon Termination
Upon cancellation or non-renewal, Client has 14 days to request a complete database backup export
(.sql.gz / database dump). After 14 days following account termination, Pyhook may permanently
delete all associated database files and tenant storage.
7. Limitation of Liability & Warranties
7.1 "As-Is" Disclaimer
Except as explicitly stated in a dedicated SLA agreement, Pyhook Services are provided on an "AS
IS" and "AS AVAILABLE" basis.
7.2 Limitation of Liability
To the maximum extent permitted by applicable law, in no event shall Pyhook or its operators be
liable for indirect, incidental, or consequential damages (including lost profits, lost sales,
or business interruption). Pyhook's total cumulative liability shall not exceed the total amount
paid by Client to Pyhook in the three (3) months immediately preceding the event giving rise to
the claim.
8. Amendments & Governing Law
8.1 Changes to Terms
Pyhook reserves the right to modify these Terms at any time. Material changes will be
communicated via email or dashboard notification at least 15 days before taking effect.
8.2 Governing Law
These Terms shall be governed by and construed in accordance with the laws of [Pune, India],
without regard to its conflict of law principles.
