Master Service Agreement (template)
Product: SanadiqCloud
Effective date: 14 August 2026
Status: Template for enterprise / Order Form deals. Self-serve use is governed by the Terms of Service, Privacy Policy, Refund Policy, and DPA. This MSA is not an executed contract until both parties sign an Order Form. It does not create a 99.9% (or any) uptime SLA.
1. Parties
Provider: Thamar Labs, operator of SanadiqCloud (legal registered name and address to be inserted on the Order Form).
Customer: the legal entity named on the Order Form.
2. Definitions
Service means SanadiqCloud as described in product documentation: multi-tenant B2B workspace for catalog, inventory, sales, media, team, audit, notifications, support, and organization billing.
Order Form means a signed document specifying fees, term, and any additional commitments.
Customer Data means workspace content Customer or its users submit.
3. Services
Provider will make the Service available as generally released. Features listed as deferred in engineering docs (for example some sales reporting, iOS APNs until configured) are not warranted by this MSA unless the Order Form lists them.
4. Customer responsibilities
Customer will: use the Service only for lawful business purposes; manage Authorized Users and roles; keep credentials confidential; not store data it has no right to process; configure exports before offboarding.
5. Authorized users
Users are Customer’s staff (and invitees) under Customer’s tenant. Platform staff of Provider may access tenants only as needed to operate or support the Service, subject to confidentiality.
6. Fees and payment
Fees are as on the Order Form or, for self-serve, the in-app plan rates via Stripe Checkout. Invoices, proration, decreases-without-refund, and welcome entitlements follow the Refund Policy and billing implementation unless the Order Form overrides them in writing.
Taxes are Customer’s responsibility except where the Order Form states Provider will charge tax. The product currently generates $0 tax on subscription invoices unless patched.
7. Confidentiality
Each party will protect the other’s confidential information with reasonable care and use it only for the relationship. Customer Data is Customer’s confidential information.
8. Data protection and security
The DPA applies to Customer personal data in the workspace. Security measures are those implemented in the Service (authentication, tenant scoping, hosting controls). No ISO/SOC certification is asserted.
9. Intellectual property
Provider owns the Service. Customer owns Customer Data. Feedback may be used by Provider without obligation.
10. Support
Support is via in-app Support cases and support@sanadiqcloud.com. Response times are not coded SLAs unless the Order Form adds them.
11. Availability
No uptime percentage is committed by this template. Health endpoints exist for operations; they are not a service-credit regime. Any availability commitment must be an Order Form exhibit with measurement and exclusions (maintenance, Customer’s internet, Stripe/AWS/Google outages).
12. Warranties and disclaimers
Provider warrants it will provide the Service in a professional manner. Otherwise the Service is provided as available. Customer warrants it has rights to Customer Data.
13. Limitation of liability
Unless the Order Form sets a different cap, Provider’s aggregate liability is limited to fees paid by Customer for the Service in the 12 months before the claim. Neither party is liable for indirect or consequential damages except for (a) confidentiality breach, (b) Customer’s indemnification obligations, (c) infringement indemnity, or (d) liability that cannot be limited by law.
14. Indemnification
Customer indemnifies Provider for claims arising from Customer Data and Customer’s misuse. Provider indemnifies Customer for third-party claims that the Service (as provided by Provider, excluding Customer Data) infringes IP, with the usual mitigation (modify, replace, or terminate).
15. Term and termination
Term is as on the Order Form. Either party may terminate for material breach not cured in 30 days (or immediately for unpaid invoices if stated on the Order Form). On termination, Sections 7–9, 13–14, and 16 survive.
Self-serve cancel/expire behavior (including no automatic refund) applies unless the Order Form says otherwise.
16. Data return and deletion
Customer should export needed data using available UI before termination. Provider’s current delete path is soft-deactivate, not a guaranteed purge. Order Forms that require certified destruction must be matched by an engineering purge process that does not exist yet.
17. Subcontractors
Provider may use subprocessors listed in the Privacy Policy / DPA.
18. Governing law and disputes
To be specified on the Order Form. This template does not pick a court or country.
19. Entire agreement
The Order Form, this MSA, the DPA, and the Policies (Terms, Privacy, Refund) are the agreement. If they conflict, the Order Form controls, then this MSA, then the DPA, then the Policies.
Still required before using this MSA in production: counsel; entity/address; optional SLA exhibit; liability cap aligned with insurance; signature process.