Terms of
Service & Engagement

1. Master Service Agreement

By initiating an engineering sprint, utilizing our managed platforms, or accessing ZenStacks deployment environments, you formally execute this Master Service Agreement (MSA). All subsequent Statements of Work (SOWs), codebase repos, and cloud provisioning instances inherit these baseline terms.

2. Intellectual Property Transfer

Upon terminal delivery and synchronized clearance of outstanding financial obligations, full intellectual property rights, uncompiled source code, and deployment artifacts transfer to your organization. ZenStacks retains no ownership, licensing fees, or residual rights over custom business logic engineered exclusively for your domain. We do, however, retain perpetual rights to our pre-existing, boilerplate open-source utilities utilized across projects.

3. Delivery Commitments & Scope

All agile sprints are bounded by predefined functional requirements. Scope drift injected post-sprint planning is compartmentalized and appended to the subsequent backlog queue, requiring an independent architectural review and resource allocation.

4. Service Level Agreements (SLAs)

• Uptime Targets: Standard infrastructure provisioning targets 99.9% monthly availability.
• Incident Response: Severity-1 incidents trigger active engineering response within 1 hour during standard coverage SLA parameters.
• Maintenance Windows: Non-emergency cluster patches and network recalibrations are broadcasted with a strict 48-hour advanced notice.

5. Limitation of Liability

While we deploy DevSecOps paradigms to guarantee stability, ZenStacks' liability matrix is strictly capped to the cumulative service capital disbursed under the affected Statement of Work within the trailing 6-month period. We assume zero liability for catastrophic cascading failures induced by external hyperscale transit degradation or third-party downstream APIs.

6. Consultation Terms & Conditions

Consultation sessions, including but not limited to architectural reviews, strategic technical advising, and discovery workshops, are billed at our standard hourly rates or as a fixed-price package agreed upon prior to the session. Time blocks reserved for consultations must be utilized within the designated timeframe. Rescheduling requires a minimum of 24 hours written notice; failure to provide adequate notice may result in forfeiture of the session without refund. Deliverables from consultation sessions are provided "as-is" and constitute professional advice, not a guarantee of specific operational outcomes.

7. Non-Refundable Project Initiation

Upon the execution of a Statement of Work (SOW) and the processing of the initial deposit or mobilization fee, the project is officially initiated. This initial payment is strictly non-refundable. It covers the immediate allocation of engineering resources, infrastructure provisioning, architectural blueprinting, and the intellectual capital expended during the onboarding phase. Subsequent invoice milestones are subject to the specific deliverables outlined in the SOW.