Terms of Service

Master Service Agreement (MSA)

Reference document. Can be adapted and signed digitally.

1. Parties

This Service Agreement ("MSA") is entered into between:

ODVOPS LLC, a company registered in the United States (hereinafter, "ODVOPS")

and

The Client, an individual or legal entity contracting the services described in this document.

2. Purpose of the Contract

ODVOPS will provide maintenance, operation, and technical support services for websites and/or servers, according to the plan contracted by the Client.

Services are provided on a continuous, preventive, and corrective basis, according to the applicable SLA.

3. Scope of Services

Includes

• Technical maintenance
• Monitoring
• Backups
• Basic or advanced security (depending on plan)
• Support according to SLA

Does Not Include

• Development of new features
• Design changes
• Interventions outside the scope of the plan

Any additional work will be quoted and billed separately.

4. ODVOPS Obligations

• Provide services according to professional best practices
• Maintain confidentiality of Client information
• Act in good faith and with reasonable diligence

ODVOPS does not guarantee a complete absence of failures, but does guarantee professional action in the event of incidents.

5. Client Obligations

• Provide correct and updated access credentials
• Keep payments up to date
• Do not make technical changes without notification

ODVOPS will not be responsible for incidents caused by third parties or by the Client.

6. Billing and Payments

• Services billed monthly
• Payment in advance
• Automatic renewal

Non-payment may result in service suspension.

7. Duration and Cancellation

• Automatically renewable monthly contract
• Cancellation with 30 days notice
• No partial refunds

8. Limitation of Liability

ODVOPS's total liability is limited to the amount paid by the Client in the last 30 days.

ODVOPS will not be liable for:

• Loss of revenue
• Indirect damages
• Downtime caused by external providers

9. Confidentiality

Both parties agree to keep confidential all sensitive information exchanged.

10. Governing Law

This contract is governed by the laws of the State of New Mexico, United States.

11. Support Levels

12. Incident Definition

Critical Incident:

• Website down
• Server inaccessible
• Security risk

Non-critical Incidents:

• Content changes
• Minor adjustments

13. SLA Exclusions

The SLA does not apply in case of:

• Force majeure
• External provider failures
• Unauthorized changes

14. Emergency Support

Support outside the SLA:

• Hourly billing
• Previously defined price

15. Acceptance

Contracting the service implies full acceptance of this MSA and SLA.