Multi-Tenant Subscription Agreement

The Platform Provider ("Provider", "we", "us") offers a multi-tenant Software-as-a-Service (SaaS) platform for telecommunications service management, billing, customer relationship management, and related services ("Platform" or "Service").

Each subscribing organization ("Tenant", "you", "your") receives:

• Isolated data environment with Row-Level Security (RLS)
• Custom domain name mapping capability
• White-label branding options (logo, colors, contact information)
• Subscription-based access with defined limits (customers, services, staff users)
• Secure payment processing via Stripe integration

2.1 Data Isolation

Your data is stored in a multi-tenant architecture with strict logical separation. All customer records, services, invoices, and related data include a company_id field linking to your tenant identifier. Row-Level Security policies enforce complete data isolation.

2.2 Data Ownership

You retain full ownership of all data you input into the Platform. We do not claim any ownership rights over your content.

2.3 Data Security

We implement industry-standard security measures including:

• Encrypted data transmission (TLS/HTTPS)
• Encrypted data at rest
• Regular security audits and penetration testing
• Multi-factor authentication (MFA) for portal access
• Regular automated backups with point-in-time recovery

2.4 Data Portability

Upon request, we will provide your data in standard formats (CSV, JSON) within 30 days. Data export functionality is available through the admin dashboard.

3.1 Subscription Plans

We offer tiered subscription plans (Starter, Professional, Enterprise) with defined limits on:

• Maximum number of customers
• Maximum number of active services
• Maximum number of staff users
• Feature access (white-label, custom domain, API access, advanced reporting)

3.2 Billing Frequency

Subscriptions are billed monthly or annually in advance via Stripe. Annual subscriptions receive a discount compared to monthly billing.

3.3 Payment Processing

All payments are processed through Stripe. You must provide valid payment information. Payment surcharges apply:

• Credit/Debit Card: 1.7% + $0.30 AUD per transaction
• BECS Direct Debit: 1.0% + $0.30 AUD per transaction (capped at $3.50 AUD)

3.4 Trial Periods

New tenants may receive a trial period as specified in their subscription plan. No payment is required during the trial. Trial periods automatically convert to paid subscriptions unless canceled before expiration.

3.5 Overdue Payments

Subscriptions become past due if payment fails. After 7 days, a suspension notice is sent. After 14 days, access may be suspended. After 28 days, accounts may be canceled and data archived.

3.6 Cancellation

You may cancel your subscription at any time. Cancellations take effect at the end of the current billing period. No refunds are provided for partial billing periods.

4.1 Uptime Guarantee

We strive for 99.9% uptime (excluding scheduled maintenance). Monthly uptime is calculated as:

4.2 Scheduled Maintenance

We perform scheduled maintenance during low-traffic periods with 48 hours advance notice via email and in-app announcements.

4.3 Support

Support is provided based on your subscription tier:

• Starter: Email support, 48-hour response time
• Professional: Email + chat support, 24-hour response time, priority routing
• Enterprise: Email + chat + phone support, 4-hour response time, dedicated account manager

5.1 Custom Domain Setup

Professional and Enterprise plans include custom domain mapping. You must:

• Own the domain name you wish to use
• Configure DNS CNAME records as instructed
• Allow 1-48 hours for DNS propagation

We automatically provision SSL certificates via Let's Encrypt at no additional charge.

5.2 White-Label Branding

You may customize your tenant instance with:

• Company logo (hosted externally, URL provided)
• Company name, tagline, and contact information
• Email addresses for departments (sales, support, billing)
• Social media links

You agree not to:

• Use the Platform for any illegal purposes or in violation of applicable laws
• Attempt to access other tenants' data or breach security measures
• Transmit malware, viruses, or malicious code
• Engage in excessive API usage that impacts platform performance
• Reverse engineer, decompile, or attempt to extract source code
• Sublicense, resell, or redistribute the Platform without written permission

Violations may result in immediate suspension or termination without refund.

To the maximum extent permitted by law, we shall not be liable for:

• Indirect, incidental, special, or consequential damages
• Loss of profits, revenue, data, or business opportunities
• Damages arising from unauthorized access to your account
• Service interruptions beyond our reasonable control (force majeure)

Our total liability is limited to the amount you paid in the 12 months preceding the claim.

8.1 Termination by You

You may terminate your subscription at any time through the admin dashboard or by contacting support. Termination takes effect at the end of the current billing period.

8.2 Termination by Us

We may terminate your subscription immediately if:

• You violate the Acceptable Use Policy
• Payment remains overdue for more than 28 days
• You engage in fraudulent activity

8.3 Data Retention After Termination

After termination:

• Your data is retained for 30 days for data export purposes
• After 30 days, all data is permanently deleted and cannot be recovered
• You may request a data export within the 30-day grace period

We reserve the right to modify these terms at any time. Material changes will be communicated via email at least 30 days in advance. Continued use of the Platform after changes take effect constitutes acceptance of the modified terms.

This agreement is governed by the laws of Australia. Any disputes shall be resolved through:

1. Good faith negotiation between parties
2. Mediation by a mutually agreed mediator
3. Arbitration or court proceedings in Australian jurisdiction