Terms of Service & SLA Framework

1. Master Service Agreement Overview

These Terms of Service govern the procurement, engineering delivery, and continuous 24/7 technical support services provided by ARUKZ SUPPORT (a division of ARUKZ DIGITAL). By executing a Statement of Work (SOW), subscribing to a managed SRE SLA, or utilizing our platforms, the client agrees to these terms.

2. Intellectual Property & Code Ownership

Unlike legacy agencies, ARUKZ operates on a strict 100% IP Transfer Policy. Upon receipt of full project payment according to agreed contract milestones, all custom software, TypeScript source code, database architectures, container recipes, and proprietary UI assets are irrevocably assigned to the client.

3. Service Level Agreement (SLA) & Uptime Commitments

Clients enrolled in dedicated ARUKZ SUPPORT SRE tiers receive SLA commitments defined in their signed SOW:

Mission-Critical (Sev-1): 15-minute engineer engagement target, 24/7 live bridge, continuous escalation until full restoration.
High (Sev-2): 1-hour engagement target during active SLA operating windows.
Standard (Sev-3): 24-hour response window for standard inquiries and non-blocking changes.
Uptime SLA: 99.9% uptime on managed cloud clusters provisioned by ARUKZ.

4. Confidentiality & Data Security

We maintain enterprise non-disclosure agreements with all clients. Client repositories, API keys, staging databases, and proprietary operational secrets are protected by security controls aligned to ISO/IEC 27001 & SOC 2 and encrypted at rest using AES-256 and in transit via TLS 1.3.

5. Governing Law & Jurisdiction

These terms are governed by and construed in accordance with the laws of the Republic of India and the jurisdiction of the courts of Chennai, Tamil Nadu, without regard to conflict of law provisions.

6. Contact Legal Counsel

For legal inquiries, customized enterprise MSAs, or compliance documentation, contact our corporate office at hello@arukz.com.