SOFTWARE AS A SERVICE AGREEMENT (SMB)

TABLE OF CONTENTS

1. Parties and Order
2. Access Rights and Restrictions
3. Service Levels and Support
4. Customer Obligations
5. Fees and Payment
6. Data Protection and Security
7. Intellectual Property and Feedback
8. Confidentiality
9. Warranties and Disclaimers
10. Indemnities
11. Limitations of Liability
12. Term, Suspension, and Termination
13. Beta/Free Trials
14. Compliance (AUP, Export, Sanctions, Anti-Corruption)
15. Governing Law and Dispute Resolution
16. Miscellaneous
17. Signatures
18. Attachments

1. PARTIES AND ORDER

Agreement between [PROVIDER] and [CUSTOMER], effective [DATE], incorporating the Order Form and attachments listed in Section 18.

2. ACCESS RIGHTS AND RESTRICTIONS

• Provider grants Customer a non-exclusive, non-transferable right to access and use the SaaS during the Subscription Term, subject to usage limits in the Order.
• Restrictions: no resale, framing, benchmarking disclosures without consent, reverse engineering, or circumvention of technical limits; no access for competitors where legally permissible to restrict.
• Customer is responsible for Users’ compliance.

3. SERVICE LEVELS AND SUPPORT

• Uptime target: [99.5%] monthly, excluding scheduled maintenance and force majeure.
• SLA credits are Customer’s sole remedy for SLA failures unless chronic failure triggers a termination right.
• Support hours, channels, and response/resolution targets are described in the Support Policy.

4. CUSTOMER OBLIGATIONS

• Provide accurate account info; maintain credentials; comply with AUP; ensure lawful content.
• Configure Customer-controlled settings securely; notify Provider of unauthorized access or security incidents related to the SaaS.
• Provide cooperation and information reasonably needed for support and investigations.

5. FEES AND PAYMENT

• Fees: subscription, usage/overage (if any), and taxes as stated in the Order; expenses generally not applicable unless stated.
• Invoices issued per Order; payments due within [30] days; late amounts may incur [1.5%/month] or lawful maximum.
• Provider may suspend for non-payment after [10] days’ notice; restoration upon cure.
• Renewal pricing: [describe uplift or “same rates unless 60-day notice”].

6. DATA PROTECTION AND SECURITY

• Provider safeguards Customer Data per the Security Addendum; incident notice within [X] hours of confirmation.
• DPA in Attachment [•] governs processing of Personal Data, including cross-border transfer mechanisms (SCCs/IDTA as applicable).
• Data return/deletion at termination per Section 12 and the DPA.

7. INTELLECTUAL PROPERTY AND FEEDBACK

• Provider retains IP in the SaaS and related materials; Customer retains IP in Customer Data.
• Customer grants Provider the right to use Customer Data to provide and improve the SaaS (including aggregated/anonymized analytics where permitted).
• Feedback is licensed to Provider on a royalty-free, perpetual basis.

8. CONFIDENTIALITY

• Mutual confidentiality with standard exclusions; protection period [X] years post-termination.
• Customer Data treated as Customer Confidential Information subject to the DPA for Personal Data.

9. WARRANTIES AND DISCLAIMERS

• SaaS will materially conform to Documentation during the Subscription Term; services performed in a professional manner.
• No malware at delivery.
• DISCLAIMERS: SaaS is otherwise provided “as is” to the extent permitted; no implied warranties of merchantability/fitness/non-infringement beyond stated warranties.

10. INDEMNITIES

• Provider indemnifies for third-party claims alleging IP infringement by the SaaS as provided (excluding Customer Data, configurations, or combinations not supplied by Provider).
• Customer indemnifies for claims arising from Customer Data, AUP violations, or use in breach of this Agreement.
• Procedure: prompt notice, control of defense, cooperation; settlements need consent.

11. LIMITATIONS OF LIABILITY

• Cap: aggregate liability limited to fees paid/payable by Customer in the [12] months before the claim.
• Exclusions: no consequential/indirect damages (lost profits, revenue, data), except carve-outs as negotiated (e.g., IP indemnity, confidentiality breach, data breach, willful misconduct).

12. TERM, SUSPENSION, AND TERMINATION

• Initial Subscription Term per Order; auto-renews for successive terms unless notice [30/60] days prior.
• Suspension for AUP violations, security threats, or non-payment after notice.
• Termination for material breach uncured within [30] days; insolvency.
• Effect: Customer pays accrued fees; Provider will make Customer Data available for export for [30] days after termination (unless terminated for Customer breach after notice), then delete per DPA.

13. BETA/FREE TRIALS

• Provided “as is,” no SLA, no indemnity, no support, and may be suspended/terminated at any time.

14. COMPLIANCE (AUP, EXPORT, SANCTIONS, ANTI-CORRUPTION)

• Customer must comply with the AUP; no use in embargoed countries or by sanctioned parties; no prohibited end uses.
• Anti-corruption covenant; no facilitation payments; accurate records for any government interactions.

15. GOVERNING LAW AND DISPUTE RESOLUTION

• Governing law [STATE/COUNTRY]; forum [COURTS/ARBITRATION] as selected.
• Escalation to executives prior to formal proceedings; jury trial waiver if permitted.

16. MISCELLANEOUS

• Assignment rules (include/change of control provisions as needed); subcontracting with responsibility retained by Provider; notices; force majeure; order of precedence; amendments in writing; severability; independent contractors.

17. SIGNATURES

• Execution blocks for both parties.

18. ATTACHMENTS

• Attachment A: Order Form
• Attachment B: SLA
• Attachment C: Support Policy
• Attachment D: Data Processing Addendum / Security Addendum
• Attachment E: Acceptable Use Policy