Master Service Agreement (summary)

Current version: CloudPeak MSA 2026.1 · effective Jan 1, 2026. This page is a plain-English summary for buyers. The binding legal text is exchanged via DocuSign and is available from your AE on request.

Highlights

• Term — One year default. 36-month agreement available with a ~12% discount.
• Uptime — 99.9% monthly on Operate, 99.95% on Scale. Service credits 10% / 25% / 50% at 99.8 / 99.5 / 98% respectively. Excludes scheduled maintenance (max 2 hours/month, advertised in advance).
• Support — Pilot: email, 1 business-day. Operate: email + phone, 4 business-hour. Scale: dedicated CSM + private Slack, 1 hour P1.
• Security — SOC 2 Type II included. Annual pen test summary available under NDA.
• Pricing protection — Annual renewal caps at CPI + 3%.
• Data export — On termination, full data export in Postgres dump + S3 CSV within 30 days at no cost.
• Audit rights — Scale customers get the right to one annual security review (on-site or remote).
• Indemnity — IP infringement indemnity capped at 3× annual fees.
• Confidentiality — Mutual NDA. 3 year survival.
• Governing law — Texas (US customers). UAE DIFC courts (MEA customers).

Order Form fields

Each Order Form references the MSA and specifies the tier, term, number of warehouses, number of named users, SKU cap, annual fee, payment schedule, and any tier-specific SLA overrides.

Redlines

We accept redlines. Our legal turnaround target is 5 business days. Most of the redlines we see are about (a) audit scope, (b) liability cap multiples, and (c) governing law.