Terms and Conditions

1. Term

The Telos Service will continue until it is cancelled by either party by giving 30 days notice in writing.  Either party can cancel individual support or development services at any time and service will continue until the end of the current billing period.  No refund will be provided following cancellation.

2. Master Account

A master account will be created for the Customer using an App Domain that will be managed by Telos.  All service accounts will be controlled by the master account.

On cancellation, the master account and all service accounts will be cancelled unless the customer requests a transfer. A transfer would happen within 10 working days at which point the Customer will take responsibility for the management, billing and terms of all service accounts.

3. Monthly Fee

A monthly fee applies and includes the following:
- Use of Telos platform, including a digital blueprint with an AI-enabled service desk.
- Management of your application resources, services and infrastructure
- Security scanning, availability and error monitoring
- Design, planning and testing of development work that will be completed by Telos within the next 60 days
- Application Support (one ticket per day)

4. Licence and Consumption Charges

Licence fees and consumption charges for third-party products and services will be incurred on your behalf.  A Consumption Cap will be agreed in advance.

Telos will sign-up to third-party services and incur these costs on your behalf.  If decisions are made that will cause the costs to exceed the Consumption Cap per month, sign-off will be required from the customer.  

A 10% surcharge will be added to all consumption charges.

The Telos Platform provides a statement of licence and consumption charges.

5. Application Support

Application support provides assistance, including troubleshooting and resolving usage, data and system related issues. Includes one new support request per business day which may include up to 15 mins of source code changes.

Support services will be managed via the Telos Platform. The Telos Platform provides a summary of support requests and application metrics.

Support Services are provided as per the attached Service Level Agreement.

6. Development Services

Development services can be purchased as a monthly subscription or ad-hoc and will be managed via the Telos Platform.  Development work will be completed as a Fixed Price per ticket in the Telos platform, where each ticket forms a Cycle as defined in the Master Services Agreement.

Each ticket will contain Must Have Requirements which will be used to set the cost in development credits. After the cost has been fixed, any additional requirements will form a new ticket.  

Development credits can be purchased in advance at the advertised rates.

The Telos Platform provides a statement of development credits purchased and consumed.

7. Security Scanning

The Customer agrees for security scanning services to be provided and that such services will be inherently invasive and intrusive.  Telos uses a third party provider, Omniscience Cyber Defence Limited, who will attempt to gain unauthorized access to the Customer’s Systems, which may include systems not managed by Telos.  

The Customer gives its informed consent to intrusion into the Customer’s Systems by Omniscience Cyber Defence Limited and its Agents for the sole purpose of performing security scanning in order to provide recommendations to Telos.

8. Promotion

The Customer agrees that Telos may use the Customer's name and logo on the Telos website and social media channels for promotional purposes, and may identify the Customer as a client of Telos. Any additional quotes, case studies, or references relating to the Customer will require the Customer's written approval prior to publication or use. The Customer may revoke permission for the use of their name and logo with 30 days written notice.

9. Payment Terms

Invoices will be issued at the beginning of each period and are payable by credit card or bank transfer within 7 days. All prices are in USD and exclude GST for New Zealand customers.

10. Referral Program

The Customer may join the Telos Referral Program by accepting the Referral Program Terms and Conditions.

11. Service Level Agreement

Support, response and resolution times, are provided during New Zealand business hours (9am to 5pm weekdays, excluding public holidays.), using the Support Process described below and will be managed through the Telos platform at https://go.telosready.com.

Some services will be automated or provided continuously and there forewill be available outside these hours, however they will not be monitored by ahuman outside the above hours.Telos provides a tiered support model via the Telos platform, which works as follows.

Backlog tickets

Items added to the backlog are for the customer’s planning purposes only and will not be actioned by a support analyst. An AI agent will attach to each backlog item and provide insights from the blueprint. Backlog items can be converted to support requests at any time. Unlimited backlog tickets are included in the Telos licence fee.

Knowledge tickets

Knowledge tickets record meetings and provide information that is used to improve the blueprint. Unlimited knowledge tickets are included in the Telos licence fee.

Recommendation tickets

Recommendations are provided by support analysts and will not be actioned until approved by the customer. To approve a recommendation, it can be converted to a support request at any time. Recommendation tickets are included in the Monitor subscription, which is part of the Business Ready plan.

Support Requests

Support requests are created via the Telos platform at https://go.telosready.com.  Urgent requests should be followed up by a phone call to a Telos staff member. The customer will set the initial priority in the request, which can be later changed by either the support analyst or the Customer. Support requests will be separated into one request per ticket and classified as: Maintenance, Support or Development.

Maintenance tickets

Any support request that requires maintenance of an infrastructure resource, including managing certificates, secrets, updates, capacity and responding to monitor alerts. Does not include any source code or infrastructure as code changes. Maintenance tickets are covered by a Maintain subscription.

Application Support tickets

Support tickets will be actioned by a support analyst within the agreed response timeframes. The support analyst will use the information available in the blueprint to provide technical and user assistance. At the end of the support request, the information learned in the request will be added to the blueprint. Support tickets include access to data and resources when a Monitor subscription is in place.  A support ticket can include up-to 15 minutes of source code changes. Application Support tickets are included in an Application Support subscription, or charged per ticket.

Development tickets

Development tickets will be actioned by a developer within the agreed response timeframes. Development includes any support request that requires a substantial source code change, including a change to infrastructure as code. Each ticket will be estimated in story points. Story points can be purchased via monthly subscription, or in advance.

12. Service Levels

13. Response and Resolution Times

14. Privacy Policy

You own your data, including your blueprint.  Telos staff and AI agents will have access to your data.  All care is taken to ensure that your private data is not publicly exposed. For more information, read our privacy policy.