Terms of use and contract framework

This is a working version for legal review. It describes the framework we offer; specific contracts are negotiated and signed individually.

The content of the site is provided for information. Prices and timelines are indicative until fixed in a signed offer or SOW. Nothing on the site is a binding offer.

Using the site for unlawful purposes, attempting unauthorised access or disrupting the service is not permitted.

Before a corporate contract we prepare: MSA, SOW, SLA and service schedule, DPA with sub-processors, applicable AUP and domain terms, BCP annex, security questionnaire, IP and licensing terms, exit assistance and a price schedule.

An SOW states the outcome, exclusions, inputs, milestones, budget, acceptance criteria, change rights, release owner and deputy. Without these elements we do not take on a commitment.

Every client receives a private portal for its engagements: milestones with acceptance criteria and evidence, requests with published response targets, shared documents, invoices and the health of the systems we operate. Access is by invitation, with roles for owners, finance contacts, team members and viewers.

A milestone is accepted in the portal by a person with that right at the client. Acceptance of a billing milestone triggers its invoice. Requests for changes are recorded with the reason and handled under the change control of the SOW.

Invoices are issued in euro, excluding VAT, with payment terms of 14 days unless the contract states otherwise, and can be paid by bank transfer or online through the payment provider shown on the invoice. Partnerships are invoiced monthly in advance.

Response targets in the portal are targets, not a service level agreement. A contractual SLA, including any 24/7 coverage, applies only when it is expressly agreed in the service schedule of the contract.

Cloud accounts, domain registrant, repositories, measurement and critical data remain owned and controlled by the client under the contract. SharkNet and its partner receive limited delegated management with named identities.

On exit the client receives the IaC export and documentation, a hand-over of credentials over a secure channel, revocation of delegated identities and a final reconciliation. Every system has an owner or deputy and a recovery and exit procedure.

An SLA is a contractual commitment with measurement, exclusions and remedies — different from an internal engineering target. The internal SLO for the corporate site is an engineering target and does not automatically carry over to client services.

Enterprise SLAs and 24/7 coverage are sold only after a signed partner agreement, authorised deputies, secured funding and a successful exercise without the founder.

The terms and prices on the site may change. Existing contracts and current client terms are not changed unilaterally by publishing a new catalogue.