Terms of Service and SLA Template

Terms of Service (ToS)

1. Introduction

Welcome to [Your Company Name] ("we," "our," or "us"). These Terms of Service ("ToS") govern your access to and use of our cloud services ("Services"). By using our Services, you agree to comply with these ToS.

2. Acceptance of Terms

By accessing or using our Services, you accept and agree to be bound by these ToS. If you do not agree to these ToS, you must not use our Services.

3. Service Description

Our Services include cloud-based solutions provided through third-party infrastructure service providers. We aim to deliver reliable and secure cloud services tailored to meet the needs of New Zealand government entities.

4. User Accounts and Responsibilities

  • Users must provide accurate and complete information when creating an account.

  • Users are responsible for maintaining the confidentiality of their account credentials.

  • Users agree to notify us immediately of any unauthorized use of their account.

5. Acceptable Use

  • Users must not use our Services for any unlawful purposes.

  • Users must comply with all applicable New Zealand laws and regulations.

  • Users must not interfere with the security or integrity of our Services.

6. Data Protection and Privacy

We are committed to protecting the privacy and security of your data. Our data protection practices comply with New Zealand's privacy laws and regulations.

7. Compliance and Audit

We conduct regular audits to ensure compliance with New Zealand Government standards and our internal policies. Users may be required to participate in audits as necessary.

8. Limitation of Liability

To the extent permitted by law, we shall not be liable for any indirect, incidental, or consequential damages arising from the use of our Services.

9. Termination

We reserve the right to terminate or suspend access to our Services for users who violate these ToS or engage in activities that harm the integrity of our Services.

10. Governing Law

These ToS are governed by the laws of New Zealand. Any disputes arising from these ToS will be resolved in accordance with New Zealand law.

11. Changes to ToS

We may update these ToS from time to time. Users will be notified of any significant changes, and continued use of our Services constitutes acceptance of the updated ToS.

Service Level Agreement (SLA)

1. Service Commitment

We commit to providing reliable and secure cloud services in accordance with the requirements of the New Zealand Government Cloud Risk Assessment Tool.

2. Service Availability

  • Uptime Guarantee: We guarantee a minimum of 99.9% uptime for our Services.

  • Maintenance: Scheduled maintenance will be communicated to users in advance and will be conducted during off-peak hours to minimize disruption.

3. Incident Management

  • Monitoring: Our Services are continuously monitored for performance and security issues.

  • Response Time: We commit to responding to critical incidents within 1 hour and resolving them within 4 hours.

  • Reporting: Users must report incidents through our designated support channels. We will provide regular updates until resolution.

4. Data Security and Privacy

  • Encryption: All data, both in transit and at rest, is encrypted using industry-standard protocols.

  • Access Control: Multi-factor authentication (MFA) and role-based access control (RBAC) are implemented to ensure secure access to data.

5. Compliance

  • Regulatory Compliance: Our Services comply with all relevant New Zealand Government regulations, including data protection and privacy laws.

  • Audits: Regular independent security audits are conducted to ensure compliance with our security policies and New Zealand Government standards.

6. Performance Metrics

  • Response Time: Our Services are designed to ensure quick response times, with a target of under 200 milliseconds for typical requests.

  • Scalability: Our infrastructure can scale to meet the demands of increasing workloads without compromising performance.

7. Support

  • Support Hours: Support is available from 8 AM to 6 PM NZST, Monday to Friday, excluding public holidays.

  • Contact Methods: Users can contact support via email, phone, or our online ticketing system.

  • Escalation Procedures: Issues that cannot be resolved through standard support channels will be escalated to senior technical staff.

8. Service Credits

  • Eligibility: Users may be eligible for service credits if we fail to meet the uptime guarantee or response time commitments.

  • Claim Process: Service credit claims must be submitted within 30 days of the incident. We will review claims and issue credits based on the impact and duration of the service disruption.

9. Limitations

  • Third-Party Services: Our SLA does not cover disruptions caused by third-party infrastructure service providers.

  • Force Majeure: We are not liable for service interruptions caused by events beyond our control, such as natural disasters or government actions.

10. Review and Amendments

  • Regular Reviews: This SLA will be reviewed annually to ensure it remains aligned with our service capabilities and user requirements.

  • Amendments: We may amend this SLA from time to time. Users will be notified of significant changes, and continued use of our Services constitutes acceptance of the amended SLA.