Legal

Service terms summary

This page summarises how our agreements are usually structured. It is not a contract. Your signed Master Services Agreement, Statement of Work and Service Level Agreement always take precedence.

Agreement structure

  • Master Services Agreement: the general legal terms.
  • Statement of Work or service schedule: the scope, deliverables, exclusions and price.
  • Service Level Agreement: service windows, priority definitions and response targets.
  • Data Processing Agreement and security schedule, where we process personal data for you.

Scope

We provide only the services and systems listed in your scope. Work outside the scope is estimated and approved in writing before it starts.

Service windows and priorities

Support is provided in the windows stated in your agreement, in your timezone. Requests are prioritised P1–P4.

Response targets are commitments to begin work. Resolution depends on the cause, third parties and access, so it is an objective, not a guarantee.

Your responsibilities

  • Provide timely access, decisions and a named contact.
  • Keep the licences, hardware and third-party contracts we rely on in good standing.
  • Tell us about changes that affect supported systems.
  • Share credentials only through the secure method agreed during onboarding.

Typical exclusions

  • Hardware, third-party licences and cloud consumption.
  • On-site visits, unless arranged through a partner and stated in your agreement.
  • Major migrations and projects, unless in scope.
  • Unsupported or end-of-life systems.
  • Security incident recovery, unless expressly included.

Backups

A backup responsibility schedule states which systems are backed up, by whom, where and how often restores are tested. A backup is considered proven only after a successful restoration test.

Fees and taxes

Fees are set out in your proposal. Unless it states otherwise, they exclude taxes, third-party licences, cloud consumption, hardware, travel and out-of-scope work.

Cancellation and ending a service

Monthly services have no minimum term. Either party may cancel with 30 days' written notice. Fees already paid for the current month are not refunded.

When a service ends, we follow a transition checklist: we return documentation, inventory and account ownership, and revoke our access.

Countries we cannot serve

We do not provide services where doing so would breach applicable sanctions or export laws. We confirm eligibility during discovery.