Security by contract

Contractual relations with customers are resolved by a framework agreement in which we set the basic and general rules that apply to all products provided. You can conclude the contract either by confirming the offer and agreeing to the General Terms and Conditions, or more traditionally by signing a framework contract, where the General Terms and Conditions and other documentation form an annex to the contract.

If you have already concluded a Framework Agreement (either by explicitly accepting the General Terms and Conditions or by signing it), it is possible to easily extend our products and services through individual quotations. You don’t have to read through stacks of contracts, you can simply find what you are buying and at what price in the individual offers.

The General Terms and Conditions detail the common rights and obligations, regardless of the specific product consumed by customers. Thus, they regulate common communication, payment terms, mutual guarantees, but in particular they also address common provisions on SLAs, cybersecurity and data protection issues.

Part of the contractual documentation is the Product Description, which defines the commercial and technical parameters of the use of specific products. This document therefore describes in more detail the set of services that you purchase from us in the form of a product (package). Each product is technically different and therefore mutual guarantees need to be set according to the specifics of the technology. Thus, the business model of top-ups, the SLA or the length of the required contract fixation period usually differ.

The Data Protection Agreement, referred to in the GDPR as the Data Protection Agreement, or DPA for short, provides mutual guarantees about the processing of personal data between the Data Controller and the Data Processor. The DPA is required to be concluded by each Data Controller with its Processors, in particular in order to properly describe the relationship and, where applicable, to demonstrate the compliance of the processing of personal data with the GDPR. We have built DPA into our general terms and conditions and it applies to all cloud products we offer. Typically, it regulates the territoriality of your data processing, security guarantees, data retention in case of deletion, the procedure after termination of the contract, conditions for migration to another environment, restoration in case of suspension of services, etc. In case we should implement a customized solution together, we can incorporate any deviations in such technical and procedural solution into the DPA.

Service Level Agreement, more commonly known as SLA, is a very common term in IT services and can be understood in different ways. Often the whole contract with the IT service supplier is included under the term SLA, often it is meant only as a clause of the contract on service availability and guarantees of the supplier, but it is also understood as a guarantee of service quality. We view SLAs as general provisions regarding procedures for eliminating any unavailability of services and their claims, as well as special provisions regarding SLAs of individual products, which differ from each other and have their own specifics, so we cannot guarantee such a high SLA or it must be calculated from other metrics. General SLA provisions can always be found in our Terms and Conditions and product-specific provisions can always be found in the Product Description.