Terms of Service

1. Agreement to Terms

These Terms of Service ("Terms") constitute a legally binding agreement made between you, whether personally or on behalf of an entity ("you") and Copy Cat Group and its CCLOPEN division ("CCLOPEN," "we," "us," or "our"), concerning your access to and use of our managed open source services.

By accessing our services, you agree that you have read, understood, and agreed to be bound by all of these Terms. If you do not agree with all of these Terms, then you are expressly prohibited from using our services.

2. Description of Services

CCLOPEN provides managed open source infrastructure services, including but not limited to:

• Managed OpenShift cluster deployment and management
• Managed Red Hat Enterprise Linux system administration and support
• Managed Ansible automation
• Managed Opensource Database services
• 24/7 monitoring and technical support
• Security patching and compliance management
• Performance optimization and capacity planning

3. Service Level Agreements

Service Level Agreements (SLAs) are subject to individual client agreements and may vary based on service tier, requirements, and contractual arrangements. Specific SLA commitments including:

• Uptime guarantees for managed services
• Response times for critical and non-critical issues
• Support coverage hours and escalation procedures
• Performance metrics and monitoring thresholds

Please refer to your individual Service Level Agreement document for specific commitments, metrics, and service credit provisions applicable to your account.

4. User Responsibilities

You agree to:

• Provide accurate and complete information when creating accounts
• Maintain the security of your account credentials
• Use services in compliance with applicable laws and regulations
• Not attempt to circumvent security measures or access unauthorized systems
• Promptly notify us of any security incidents or unauthorized access
• Comply with all licensing requirements for open source software

5. Payment Terms

Payment terms are as follows:

• Services are billed monthly in advance unless otherwise agreed
• Payment is due within 30 days of invoice date
• Late payments may incur fees as specified in your service agreement
• We reserve the right to suspend services for non-payment after proper notice
• All fees are non-refundable unless otherwise specified

6. Data Protection and Privacy

We are committed to protecting your data:

• Your data remains your property at all times
• We implement industry-standard security measures
• Data processing complies with GDPR, CCPA, and other applicable regulations
• We will not access your data except as necessary to provide services
• Data backup and disaster recovery procedures are in place

7. Intellectual Property Rights

Intellectual property considerations:

• You retain ownership of your data and applications
• CCLOPEN retains ownership of its proprietary tools and methodologies
• Open source software is governed by respective open source licenses
• No rights are granted beyond those explicitly stated in your service agreement

8. Limitation of Liability

To the maximum extent permitted by law:

• Our liability is limited to the fees paid for services in the preceding 12 months
• We are not liable for indirect, consequential, or punitive damages
• Service interruptions due to force majeure events are excluded from liability
• You are responsible for maintaining appropriate backups of your data

9. Service Modifications and Termination

Service modifications and termination:

• We may modify services with 30 days' notice for non-material changes
• Material changes require 90 days' notice and right to terminate
• Either party may terminate with 30 days' written notice
• Data export assistance will be provided upon termination
• Immediate termination is permitted for breach of terms

10. Compliance and Certifications

CCLOPEN maintains various compliance certifications:

• ISO 27001 (Information Security Management)
• SOC 2 Type II compliance
• GDPR compliance for data protection
• Red Hat CCSP (Certified Cloud Service Provider) status
• Industry-specific compliance as required

11. Dispute Resolution

Dispute resolution process:

• Initial disputes should be addressed through customer support
• Escalation to management for unresolved issues
• Mediation before legal proceedings where possible
• Jurisdiction and governing law as specified in service agreements

12. Updates to Terms

We may update these Terms from time to time. When we do, we will:

• Post the updated Terms on our website
• Update the "Last Updated" date
• Notify you of material changes via email or service notices
• Provide at least 30 days' notice for material changes

13. Contact Information

For questions about these Terms, please contact us:

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