General Terms and Conditions for Server1 Services

1. Provider Information

The Website is operated by:

„СЪРВЪР 1 БЪЛГАРИЯ“ ЕООД

Business and correspondence address:

83 Gyueshevo Street, Serdika Business Center, Building 1, 3rd Floor, Office 301, Sofia, Bulgaria

Phone: +359 886 655 561
Email: hello@server1.bg

2. Subject Matter

2.1. Server1 provides infrastructure and related IT services, including:

• virtual servers (VPS);
• dedicated (rented) physical servers;
• email services;
• Site Monitoring;
• system administration;
• infrastructure monitoring and management;
• other services described on the website or agreed individually.

2.2. The exact parameters, resources, price, and term of a specific Service are determined by the order placed, the configurator, an individual offer, or a contract.

2.3. Additional services and activities outside the agreed scope are carried out only after separate agreement with the Customer.

3. Ordering and Conclusion of the Contract

3.1. The Customer may order a Service through the website, Server1 Console, email, or an individual offer.

3.2. Submitting a request does not, by itself, oblige Server1 to provide the Service.

3.3. The contract for a specific Service is considered concluded once the order has been confirmed by Server1 and, where applicable, the required initial payment has been received.

3.4. For automatically activated services, the contract may be considered concluded upon successful payment and activation of the Service.

3.5. Server1 may decline an order where:

• the requested configuration cannot be provided;
• the necessary hardware or other resource is not available;
• the data provided by the Customer is incomplete or inaccurate;
• there is a reasonable risk of misuse;
• the Customer has overdue obligations to Server1;
• providing the Service would be contrary to law or to these Terms.

3.6. The Customer must provide accurate and current data and update it whenever it changes.

4. Prices

4.1. Unless expressly stated otherwise, all published prices are per month and include VAT.

4.2. The price of a specific Service is determined by the selected parameters and the prices in effect at the time of the order.

4.3. A change to published prices does not affect a period that has already been paid for.

4.4. For Services with an agreed fixed term, the price is set by the relevant offer or contract and does not change during that term, unless the parties agree otherwise.

4.5. In the event of an obvious technical, software, or pricing error, Server1 may correct the price before the order is finally confirmed.

5. Indicative Pricing for Dedicated Servers

5.1. Due to the dynamics of the server hardware market and component availability, the prices shown in the dedicated server configurator are indicative.

5.2. The final configuration and price are confirmed by Server1 before the order is activated.

5.3. If a selected component is not available, Server1 may offer an equivalent or better alternative.

5.4. A replacement that materially changes the configuration or price is made only with the Customer's consent.

6. Payment and Invoicing

6.1. The Customer must pay for the Services within the period specified in the invoice, the contract, or Server1 Console.

6.2. Unless otherwise agreed, recurring Services are paid for in advance for the relevant period.

6.3. Payment is made using the payment methods available at the relevant time.

6.4. Bank charges and other costs of payment intermediaries are borne by the respective party in accordance with the terms of the payment method used.

6.5. The Customer is responsible for monitoring issued invoices and their due dates.

7. Overdue Payments

7.1. If payment is not made on time, Server1 is entitled to temporarily restrict or suspend the relevant Service.

7.2. Suspension of a Service does not release the Customer from the obligation to pay any liabilities already incurred.

7.3. Before permanently deleting any data, Server1 will send a notice to the email address provided by the Customer and set a deadline for payment or for retrieving the data, except where immediate termination is required by law or due to a serious security risk.

7.4. After that deadline has passed, Server1 is entitled to permanently delete the data associated with the terminated Service.

7.5. Once data has been permanently deleted, Server1 does not guarantee that it can be recovered.

8. Acceptable Use

8.1. The Customer shall use the Services in accordance with Bulgarian law and applicable European Union law.

8.2. Server1's infrastructure may not be used for:

• sending unsolicited bulk electronic messages (spam);
• phishing;
• malware, ransomware, botnet, or command-and-control infrastructure;
• organizing or carrying out DDoS or other attacks;
• unauthorized scanning of or intrusion into third-party systems;
• distributing malicious code;
• IP spoofing;
• attempts to circumvent security mechanisms;
• unlawful content or activities;
• infringement of third-party intellectual property rights;
• activity that creates an immediate risk to the network, infrastructure, or other customers of Server1.

8.3. In case of suspected misuse, Server1 may request information and cooperation from the Customer.

8.4. Where there is an immediate risk to the infrastructure, third parties, or the reputation of the IP network, Server1 may temporarily restrict the Service without prior notice.

8.5. Where the circumstances allow, the Customer will be notified and given a reasonable opportunity to remedy the breach.

9. Security

9.1. The Customer is responsible for:

• the security of their access credentials;
• the passwords and keys used;
• the applications and software they manage independently;
• promptly notifying Server1 if a compromise is suspected.

9.2. Server1 may temporarily restrict access where this is necessary to prevent or contain a security incident.

9.3. The Customer shall not grant administrative access to persons they do not trust or who have no legal basis to use the Service.

10. Technical Support

10.1. Server1 provides technical support within the scope of the specific purchased Service.

10.2. The availability of technical support does not mean that Server1 is responsible for every application, website, database, or software belonging to the Customer.

10.3. Activities outside the included scope may be carried out as an additional paid service.

10.4. Response and resolution times are guaranteed only where expressly agreed in an SLA or an individual contract.

11. Scheduled Maintenance

11.1. Server1 may carry out scheduled infrastructure work for the purpose of:

• updates;
• security improvements;
• hardware replacement;
• network maintenance;
• preventing future incidents.

11.2. Where such work may cause significant disruption and the circumstances allow, Server1 will notify the affected Customers in advance.

11.3. In the case of emergency or critical intervention, Server1 may act without prior notice.

12. Backups and Data

12.1. Backups are performed only where included in the description of the relevant Service or separately agreed.

12.2. The availability of a backup does not constitute a service for indefinite archiving of information.

12.3. The retention period and number of stored backup copies are as specified for the particular Service.

12.4. Unless expressly agreed otherwise, the Customer should also keep their own copy of any critical data.

12.5. Restoration from a backup is carried out where a valid backup copy exists and it is technically possible.

12.6. Server1 does not guarantee recovery of information that:

• was not included in an agreed backup;
• was created after the last successful backup;
• was deleted after termination and expiry of the retention period.

13. Virtual Servers (VPS)

13.1. A VPS provides the Customer with virtualized CPU, RAM, disk space, network connectivity, and other parameters according to the selected configuration.

13.2. The Customer receives administrative access to the virtual server, unless the specific Service is fully managed by Server1.

13.3. The Customer is responsible for any software they install and its configuration, except for activities expressly included in a managed service.

13.4. Resources may be changed where the technology and current configuration allow it.

13.5. Server1 may migrate a virtual server between physical nodes in the case of:

• technical necessity;
• hardware maintenance;
• load distribution;
• prevention of a failure.

13.6. Such migration does not change the Customer's contracted resources.

13.7. A snapshot is not automatically considered an independent backup, unless expressly described as such.

14. Dedicated (Rented) Servers

14.1. The hardware of the dedicated server remains the property of Server1 throughout the term of the contract.

14.2. The Customer receives the exclusive right to use the contracted processors, memory, and disks for the term of the Service.

14.3. The standard minimum contract term for a dedicated server is 18 months.

14.4. The specific term begins on the activation date, unless otherwise specified in the contract or offer.

14.5. Early termination by the Customer does not automatically release them from their obligations for the remaining minimum term, except where:

• Server1 is in material breach;
• the parties agree otherwise in writing;
• applicable law provides otherwise.

14.6. In the event of a hardware failure, Server1 will carry out diagnostics and replacement or repair within a reasonable technical timeframe, depending on the nature of the problem and component availability.

14.7. Where the same component is not available, Server1 may offer an equivalent or better component that does not reduce the contracted parameters.

14.8. Physical access by the Customer to the equipment is not provided unless agreed in advance.

14.9. The availability of 10 Gbps network connectivity refers to the technical speed of the interface/connection to Server1's infrastructure.

It does not constitute a guarantee of sustained international or internet traffic of 10 Gbps, unless such a guarantee is expressly agreed.

15. Email

15.1. The email Service allows the use of mail domains, mailboxes, and other features in accordance with the current product description.

15.2. The Customer is responsible for owning, or having the right to use, the domains they add.

15.3. Server1 may verify the technical correctness of the associated DNS records, including MX, SPF, and DKIM.

15.4. A DNS record being shown as valid does not constitute a guarantee that every message sent will be delivered to the recipient.

15.5. Server1 uses automated systems to limit spam, malware, phishing, and other suspicious messages.

15.6. Automated analysis cannot guarantee the complete detection of every unwanted message or the absence of false positive results.

15.7. Some suspicious messages may be placed in quarantine in accordance with the service's current settings.

15.8. Server1 may immediately restrict outgoing email in the event of:

• a compromised account;
• sending of spam;
• malware;
• phishing;
• unusual activity that threatens the IP reputation or the infrastructure.

15.9. The email Service may not be used to send unsolicited bulk messages.

The Customer is responsible for the lawfulness of their mailing lists and for having the necessary consents and legal grounds.

16. Email and Data Migration

16.1. Where Server1 offers migration, the Customer shall provide the necessary data and access.

16.2. The success and duration of the migration may depend on:

• the current provider;
• the speed and limitations of its systems;
• the volume of data;
• the correctness of the access provided;
• the technical condition of the source system.

16.3. Server1 is not responsible for limitations or issues caused by the former provider or another third party.

17. Site Monitoring

17.1. Site Monitoring is an automated system for periodic checks of the availability and certain technical parameters of websites.

17.2. Unless expressly stated otherwise, Site Monitoring may be used regardless of where the monitored website is hosted.

17.3. The Service may track parameters such as:

• HTTP/HTTPS availability;
• response time;
• DNS;
• TCP;
• SSL;
• TTFB;
• SSL certificate expiry;
• domain expiry;
• other parameters available in Server1 Console.

17.4. Site Monitoring does not constitute a guarantee that every issue will be detected or that a notification will be received immediately.

17.5. The check results represent observations from Server1's infrastructure and may differ from results seen by users on other networks and in other locations.

17.6. The delivery of email notifications may also depend on third-party systems.

17.7. Where Site Monitoring is provided free of charge, Server1 may develop or change its functionality and reasonable usage limits, without this creating an obligation to continue providing the free service indefinitely.

18. System Administration and Managed Services

18.1. For managed services, Server1 carries out only the activities that fall within the agreed scope.

18.2. Server1 may decline to carry out an action where it:

• creates a significant risk to the system;
• is contrary to good technical practice;
• may compromise security;
• is unlawful;
• falls outside the agreed scope.

18.3. For a material change, Server1 may require the Customer's prior confirmation.

18.4. The Customer is responsible for their business logic, content, and applications, unless their management is expressly included in the Service.

19. IP Addresses and Network Resources

19.1. The IP addresses provided remain a resource under the control of Server1 or the relevant provider and do not become the property of the Customer.

19.2. Server1 may change an IP address where technically, operationally, or regulatorily necessary, notifying the Customer in advance where possible.

19.3. The Customer may not:

• carry out IP spoofing;
• use the IP addresses for unlawful activities;
• engage in conduct that results in the addresses being repeatedly listed in abuse/blacklist systems.

20. Availability of the Services

20.1. Server1 exercises reasonable professional care to keep the infrastructure running continuously.

20.2. Availability or an SLA is guaranteed only where a specific value has been published for the Service or expressly agreed.

20.3. Where an SLA applies, the following may be excluded from its calculation:

• scheduled maintenance;
• force majeure;
• actions or configuration of the Customer;
• DDoS and other external attacks beyond Server1's reasonable control;
• issues in third-party services or networks;
• emergency measures necessary to protect the infrastructure.

21. Customer Responsibility

The Customer is responsible for:

• the content they store or distribute;
• the software they use;
• the licenses for that software;
• the actions of persons to whom they have granted access;
• compliance with applicable law;
• the security of the systems they administer independently;
• the timely retrieval of their data before termination.

22. Limitation of Liability

22.1. Server1 is not liable for damage caused by:

• incorrect configuration by the Customer;
• software of the Customer or third parties;
• compromised customer passwords or keys;
• actions of third parties;
• failure to follow security recommendations;
• unlawful or improper use of the Service.

22.2. To the extent permitted by law, Server1 is not liable for indirect damage, loss of profit, lost business opportunities, or consequences that are not a direct and immediate result of a culpable failure by Server1.

22.3. For Customers who do not qualify as consumers within the meaning of the Consumer Protection Act, Server1's total pecuniary liability in respect of a specific Service is limited to the amount of the fees paid for the affected Service over the preceding three months, except in cases of intent, gross negligence, or where the law does not permit such a limitation.

22.4. Nothing in these General Terms and Conditions limits any liability or rights that cannot be limited under applicable law.

23. Force Majeure

Neither party shall be liable for non-performance caused by circumstances beyond its reasonable control, including natural disasters, war, acts of government authorities, large-scale communication network outages, fires, accidents, and other force majeure events.

The affected party shall take reasonable steps to mitigate the consequences.

24. Termination

24.1. A Service without an agreed minimum term may be terminated in accordance with the notice period and method specified for the relevant Service.

24.2. The Customer must download any information they need before termination.

24.3. Server1 may immediately terminate or restrict a Service in the event of:

• a serious violation of the law;
• phishing;
• malware;
• DDoS;
• spam;
• fraud;
• an immediate risk to the infrastructure;
• systematic or material breach of these Terms.

24.4. For other remediable breaches, Server1 may first grant a period to remedy them.

25. Right of Withdrawal for Consumers

This section applies only to individuals who qualify as "consumers" within the meaning of applicable consumer protection law.

25.1. Where the law grants a right of withdrawal from a distance contract, the Consumer may exercise it within the statutory period.

25.2. If, at the Consumer's express request, provision of the Service begins before the withdrawal period expires, the consequences of withdrawal are determined in accordance with applicable law.

25.3. Where a statutory exception to the right of withdrawal applies, it applies only where the relevant statutory conditions are met.

25.4. These Terms do not limit any mandatory consumer rights.

26. Complaints and Reports

26.1. The Customer may submit a report or complaint via Server1's current official email address or through the official channels in Server1 Console.

26.2. The Customer should provide sufficient information to allow:

• identification of the Service;
• a description of the issue;
• the date and approximate time;
• other information necessary for the investigation.

26.3. Consumer complaints are handled in accordance with applicable consumer protection law.

27. Personal Data

27.1. The processing of personal data is carried out in accordance with Server1's Privacy Policy.

27.2. Where Server1 processes personal data on the Customer's behalf as a processor within the meaning of the GDPR, the relationship is also governed by an applicable data processing agreement, where one is required.

27.3. The Customer is responsible for having a legal basis for any personal data they store or process through the Services.

28. Confidentiality

28.1. The parties shall not disclose confidential technical or commercial information obtained in connection with the provision of the Services, except:

• with the other party's consent;
• where the information is publicly known;
• where disclosure is required by law;
• where necessary for the performance of the Service through a duly engaged subcontractor.

29. Changes to the General Terms and Conditions

29.1. Server1 may update these General Terms and Conditions in the event of:

• a change in legislation;
• a change to the Services;
• a technological change;
• the need to improve security or the manner of provision.

29.2. The current version is published on the website.

29.3. For material changes affecting current paid Services, Server1 will notify the Customer at the email address provided within a reasonable time before the changes take effect.

29.4. Changes to the General Terms and Conditions do not retroactively alter an individually agreed fixed term or price.

30. Governing Law

30.1. These General Terms and Conditions and the contracts for the Services are governed by the laws of the Republic of Bulgaria.

30.2. The parties shall make efforts to resolve any disputes amicably.

30.3. Where a dispute cannot be resolved amicably, it shall be referred to the competent court in accordance with applicable law.

30.4. Consumers retain all rights regarding jurisdiction and out-of-court dispute resolution granted under mandatory law.

31. Language

31.1. These General Terms and Conditions are drawn up in the Bulgarian language.

31.2. Server1 may provide an English translation for the convenience of Customers.

The Bulgarian version of these General Terms and Conditions is the authoritative version. Any English translation is provided for convenience.

32. Final Provisions

32.1. If a particular provision is declared invalid or unenforceable, this shall not affect the validity of the remaining provisions.

32.2. Server1's failure to exercise a right in a particular case does not constitute a waiver of that right in future cases.

32.3. These General Terms and Conditions enter into force on 9 September 2026.

Related Documents

See also the Website Terms of Use on the website.