This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between AEC Solutions Inc. and the Subscriber for the provisioning of IT services required to support and sustain AEC Solutions Products.
The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Subscriber(s) by the AEC Solutions Inc. This includes:
The following Service Provider(s) and Subscriber(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:
This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.
The Document Owner is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.
The following Services are covered by this Agreement:
Subscriber responsibilities and/or requirements in support of this Agreement include:
The subscriber is responsible for maintaining, adding, and removing internal and external project-specific individuals' access to the Builterra platform. This includes but is not limited to the following:
Service Provider responsibilities and/or requirements in support of this Agreement include:
Assumptions related to in-scope services and/or components include:
We may terminate or suspend access to our service immediately, without prior notice or liability, for any reason whatsoever, including without limitation if you breach the Terms. All provisions of the Terms which by their nature should survive termination shall survive termination, including, without limitation, ownership provisions, indemnity and limitations of liability.
The services are billed on a subscription basis ("Seat(s)"). You will be billed on an annually recurring basis. One “Seat” or Licence is for the use of one individual, user profile sharing is not allowed.
If you have any questions about the subscriptions, please get in touch with our Sales team: firstname.lastname@example.org
Provide level 1 and 2 technical support for the Builterra platform (https://portal.builterra.com/) and the Builterra Mobile app
Our platform and services allow you to upload, share, store, and otherwise make available certain information, text, documents, images, financial data, or other materials. You are responsible for only uploading the information you wish to have visible to other users on the account. Take caution in uploading any sensitive data onto the Builterra platform, as it may be visible for other users on the account.
The following content is examples of expected and allowed content:
The following content is examples of expected and allowed content:
Note: These are not exhaustive lists, and we have a right to make changes to these lists at any time.
At our sole discretion, we reserve the right to modify or replace these Terms at any time. If a revision is material, we will try to provide at least 30 days notice prior to any new terms taking effect. What constitutes a material change will be determined at our sole discretion.
If you have any questions about these Terms, please get in touch with us with the following contact information:
Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
In support of services outlined in this Agreement, the Service Provider will respond to servicerelated incidents and/or requests submitted by the Subscriber within the following time frames:
Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.
You are responsible for properly cancelling Your account by emailing or contacting email@example.com directly. If You are subscribed to the Paid Plan and You cancel the Service, Your cancellation will take effect immediately and You will not be charged again.
AEC Solutions reserves the right to (i) modify or discontinue, temporarily or permanently, the Service (or any part thereof) and (ii) refuse any and all current and future use of the Service, suspend or terminate Your account (any part thereof) or use of the Service and remove and discard any of Your content in the Service, for any reason, including, if AEC Solutions believes that You have violated this TOS. AEC Solutions will use diligent efforts to publish on the Site or notify You about any planned downtime of the Service, and will use all reasonable efforts to contact You directly via email to warn You prior to suspension or termination of Your account. Any suspected fraudulent, abusive, or illegal activity that may be grounds for termination of Your use of Service, may be referred to appropriate law enforcement authorities. AEC Solutions shall not be liable to You or any third party for any modification, suspension or discontinuation of the Service.
The service, including the site and content, and all server and network components are provided on an “AS IS” and “AS AVAILABLE” basis without any warranties of any kind, to the fullest extent permitted by law and and AEC Solutions expressly disclaims any and all warranties, whether express or impliedany and all warranties, whether express or implied, including, but not limited to, the implied warranties of merchantability, title, fitness for a particular purpose, and non-infringement. you acknowledge that AEC Solutions does not warrant that the service will be uninterrupted, timely, secure, error-free or virus-free and no information or advice obtained by you from AEC Solutions or through the service shall create any warranty not expressly stated in this ToS.
You will indemnify and hold harmless AEC Solutions and its officers, directors, employee and agents, from and against any claims, disputes, demands, liabilities, damages, losses, and costs and expenses, including, without limitation, reasonable legal and accounting fees arising out of or in any way connected with (i) Your access to or use of the Service or Content and (ii) Your violation of this TOS.
Under no circumstances and under no legal theory (whether in contract, tort, or otherwise) shall AEC Solutions be liable to you or any third party for any indirect, incidental, special, exemplary, consequential or punitive damages, including lost profits, lost sales or business, lost data or business interruption. In addition, aec solutions shall not be liable for any direct damages, costs, losses or liabilities in excess of the monthly service fee paid or payable by you for the one month preceding the time of any claim for monetary damages or one hundred ($100) Canadian dollars. The provisions of this section allocate the risks under this tos between the parties, and the parties have relied on these limitations in determining whether to enter into this TOS.
Some Provinces/States do not allow the exclusion of implied warranties or limitation of liability for incidental or consequential damages, which means that some of the above limitations may not apply to You. In these Provinces/States, AEC Solutions’s liability will be limited to the greatest extent permitted by law.
AEC Solutions may assign or transfer this ToS, in whole or in part, without restriction.
You are responsible for complying with any applicable laws, rules, or regulations governing the export of the Service or any of its components.
This ToS shall be governed by the laws of the Province of Ontario without regard to the principles of conflict of laws. You hereby expressly agree to submit to the exclusive personal jurisdiction of the federal and state courts of the Province of Ontario for the purpose of resolving any dispute relating to Your access to or use of the Service.
Any questions about this Terms of Service should be addressed to firstname.lastname@example.org or to 17 Keble Court, Richmond Hill, ON, L4E 5E5