Cloud backup service terms

In effect as of November 1, 2026

Amendment published on October 2, 2026 to the terms in effect since September 16, 2026. In accordance with section 14, it takes effect thirty days after its publication. It adds section 15, End of service, and clarifies in section 7 how storage beyond the included amount is billed (business plans).

These terms govern the cloud backup service provided by InfoXtreme inc. They are in addition to the Terms of use and the Privacy policy, which continue to apply. In the event of a discrepancy on a point specific to backup, these terms prevail.

1. What the service covers

InfoXtreme copies to its infrastructure the data from the workstations and servers agreed upon with the client, and keeps it for the period provided for in the plan subscribed to. The service includes daily monitoring of backups and assistance with restoration.

2. What is backed up

The scope is agreed upon in writing with the client : either the entire disk, or a list of named folders. If nothing is specified, the entire disk is backed up.

Any change to the scope must be requested. The client should be aware that a reduction of the scope removes data from the backup: that data is then deleted at the next purge cycle and can no longer be restored.

2.1 Folders synced with a cloud service

Folders synchronized with a cloud service are not backed up, whether OneDrive, SharePoint, Google Drive, Dropbox, Box, iCloud or equivalent, even when they are located inside a folder that is otherwise backed up.

The reason is technical and stems from the nature of these services: on the workstation, they often keep only a placeholder file. The file appears normally on screen, with its name and size, but its content is not on the disk. The backup agent therefore cannot read it. Without this exclusion, the backup would record empty files while reporting success: apparent protection, with nothing behind it.

What this means for the client. The content of these folders is protected by the cloud provider alone, according to that provider’s retention rules. InfoXtreme holds no copy of it and cannot restore it. A client who wants this data to also be backed up by InfoXtreme must request it: the data will first have to be made available locally on the workstation, which takes up the corresponding disk space.

This exclusion applies as of September 2, 2026 and covers
all protected workstations.

3. When the backup takes place

The backup is not triggered at a fixed time: it starts as soon as the computer is online, and at the latest according to the plan’s schedule (every 12 hours for files, once a week for disk images).

A workstation that is turned off, asleep or disconnected from the network cannot be backed up. It will be backed up automatically when it comes back. InfoXtreme cannot guarantee a backup frequency on a device whose availability it does not control.

The client can check at any time, in its client area, the status of each of its workstations: online or not, date of last connection and date of last backup. It is up to the client to react when a device stops appearing.

4. Retention period

The retention period of the history depends on the plan subscribed to and is stated in its description. It refers to the depth of history restored, not the number of copies kept.

Switching to a plan with a shorter retention period results in the deletion of backups that exceed the new period, at the next purge cycle. This deletion is irreversible.

5. Disk images

Disk images, which make it possible to rebuild an entire workstation, are included in business plans only. Residential plans protect files, not a machine that can be restored as is.

6. Restoration

Restoration is assisted by InfoXtreme, at the client’s request, during business hours. The time required depends on the volume to be restored, the number of devices involved and the available network link: restoring a single workstation and restoring several do not take the same time. For this reason, no recovery time is guaranteed.

In an emergency, the client can reach InfoXtreme at 450 889-7163, including outside business hours. The request is then handled as a priority. This emergency service is offered to all backup service clients, including residential plans.

Time spent on restoration is billed at the hourly rates in effect, remotely or on site as the case may be.

7. Measurement and billing

Storage is measured continuously and billed on the average for the period, not on a snapshot. Billing is done in arrears : a volume that is not yet known is not billed in advance.

Protected devices are counted pro rata for the time they were protected.

Storage beyond the included amount (business plans). When the monthly average exceeds the storage included in the plan, InfoXtreme bills for that month the option that costs the client the least: additional GB at the plan’s rate, or one or more storage blocks (250 GB, 500 GB, 1 TB), with the balance per GB if applicable. The calculation is redone every month and does not commit the client beyond the month billed.

8. Monitoring

InfoXtreme monitors the status of backups daily and is alerted as much by a failure as by silence : a device that stops reporting triggers the same check as a backup in error.

9. Encryption

Transfers between your devices and our infrastructure are encrypted. Backups are then stored on our servers without additional encryption at rest: if you require your data to be encrypted at all times, encrypt it at the source; it will then be backed up encrypted.

10. What the service does not replace

• A legal archive : the backup keeps a rolling history, not retention for a fixed period.
• A real-time protection : data created or modified since the last backup is not protected.
• The security of the workstation : a file that is already encrypted or corrupted at the time of the backup is backed up in that state.

11. Nature of the commitment and warranty

InfoXtreme provides the service with the diligence and competence expected of a managed service provider. This is an obligation of means and not of result: the backup depends on factors beyond InfoXtreme’s control, including the condition and availability of the client’s devices, its Internet connection and the integrity of the data at the source.

InfoXtreme does not guarantee that the service will be uninterrupted or error-free. It does not guarantee that a restoration will be complete when the data was already missing, corrupted or encrypted at the time it was backed up.

12. Liability

InfoXtreme’s total liability, for all causes combined, is limited to the amounts paid by the client for the backup service during the twelve (12) months preceding the event giving rise to it.

InfoXtreme is not liable for indirect damages, including loss of profits, loss of clientele or business interruption, nor for the loss of data outside the agreed scope.

It is up to the client to verify that the backed-up scope meets its needs. The status of its devices and backups is available to it at any time in its client area.

These limitations do not apply in the event of gross or intentional fault, nor to the extent prohibited by law, in particular with respect to a client who is a consumer within the meaning of the Consumer Protection Act (CQLR, c. P-40.1).

13. Governing law

These terms are governed by the laws applicable in Quebec. Any dispute relating to their interpretation or performance falls under the exclusive jurisdiction of the courts of the judicial district of Joliette, subject to the rights the law grants to consumers.

14. Changes to the terms

InfoXtreme may amend these terms. Any amendment is published on this page and takes effect thirty (30) days after its publication. The client is informed by email at the address registered in its account.

A client who does not accept an amendment may cancel the service without penalty before its effective date, by notifying InfoXtreme in writing. Continued use of the service after that date constitutes acceptance of the amended terms.

Amendments required by a law or regulation may take effect without notice.

15. End of service

When the backup service ends, for whatever reason, InfoXtreme stops performing new backups on the end date. Existing backups are kept for thirty (30) days after that date, then permanently deleted. Deletion is completed no later than seven (7) days after the end of that period.

During those thirty (30) days, the client may request the restoration of its data or a copy of it. This work is billed at the hourly rates in effect, like any restoration (section 6). Once deletion has been carried out, no restoration is possible.

The client may request in writing that its backups be deleted without waiting for the end of that period. It then waives any restoration.

On request, InfoXtreme confirms by email the date on which the deletion was carried out.

InfoXtreme removes the backup agent from the workstations it can reach remotely. For the workstations it cannot reach, it provides the client with the steps to remove the agent itself.