1. Scope
This Master Service Agreement ("MSA") governs the provision of DynamisOS Professional services by Signet Ventures LLC ("Company") to the Client at the Professional subscription tier ($500-$2,000/month depending on configuration and usage).
Professional tier includes enhanced SLA commitments, priority support, advanced integrations, and access to Max (CTO Agent) for strategic build assistance.
2. Service Level Commitments
Platform Uptime
Company commits to 99.5% uptime SLA for the DynamisOS platform (excluding scheduled maintenance windows notified 48 hours in advance). Monthly uptime is calculated as total minutes in the month minus downtime minutes divided by total minutes in the month.
Uptime excludes:
- Third-party service failures (Supabase, Vercel, etc.)
- Client-side network or infrastructure failures
- Denial-of-service attacks or other malicious activities
Incident Response
- Critical (total outage): Response within 15 minutes, resolution within 2 hours
- High (major feature degraded): Response within 1 hour, resolution within 8 hours
- Medium (minor feature issue): Response within 4 hours, resolution within 24 hours
- Low (non-critical bugs): Response within 24 hours, resolution per prioritization backlog
3. Support
Professional clients receive:
- Priority email support with 24-hour response guarantee
- Monthly strategic consulting call with Max (CTO Agent) to review usage, optimization, and roadmap alignment
- Advanced troubleshooting for integration issues with your business systems
- Custom Ava training and workflow optimization for your specific use cases
- Early access to new features in beta (opt-in)
4. Data Handling and Security
All data is handled per the Privacy Policy with the following enhancements for Professional tier:
- Encrypted data at rest using AES-256 encryption (standard for all tiers)
- Encrypted data in transit via TLS 1.3 (standard for all tiers)
- 90-day incident notification SLA if any user data is compromised
- Quarterly security audits specific to Professional client configurations
- Option for custom data residency agreements (negotiated separately)
5. Integration Management
Company assists Professional clients with integrations to their business systems:
- Initial integration setup and configuration support (3 hours included)
- Ongoing maintenance and troubleshooting for connected services
- Custom authentication flow setup (OAuth, SSO, etc.)
- Webhook and API configuration for bi-directional data sync
- Additional setup hours available at $150/hour
6. Max (CTO Agent) Access
Professional clients ($500+/month) receive access to Max, Signet's CTO Agent, for strategic platform assistance:
- Monthly strategic call to review DynamisOS usage and optimization
- Roadmap alignment: Max reviews your specific use cases and recommends feature prioritization
- Custom automation building for complex, recurring workflows
- Technical architecture consultation for integration strategies
- Max operates with full transparency — you see all conversations and decisions
7. Billing and Payment
Professional tier is billed monthly or annually in advance at the agreed rate ($500-$2,000/month). Billing is separate from API costs, which remain your responsibility.
If monthly costs significantly exceed projections (defined as 3x or greater increase), Company will notify Client within 5 business days and work together to adjust delegation levels or optimize usage.
8. Term and Termination
This MSA is effective as of the date of first payment and continues for the agreed subscription period. Either party may terminate with 30 days written notice, effective at the end of the current billing period.
Upon termination:
- All data is exported and available for download for 30 days
- All integrations and API connections are revoked
- Refunds follow the standard refund policy in Terms of Service
9. Intellectual Property
Company retains all IP rights to DynamisOS, Max, and all platform components. Client retains ownership of all data input into the Platform.
Work product created by Ava or Max on behalf of Client (e.g., generated code, documents, automations) is the Client's property and may be exported, modified, or commercialized at Client's discretion.
10. Confidentiality
Both parties agree to maintain the confidentiality of:
- Sensitive business data processed through DynamisOS
- Strategic insights or recommendations shared during Max consulting sessions
- Pricing terms, custom development scope, or custom configurations
Confidentiality obligations do not apply to information that is public, independently developed, or required to be disclosed by law.
11. Limitation of Liability
The limitations of liability in the Terms of Service apply in full. Additionally:
- If DynamisOS fails to meet SLA commitments, Client's sole remedy is a service credit equal to 10% of monthly fees for each percentage point below 99.5% uptime (maximum 30% credit per month).
- Service credits must be claimed within 30 days of the SLA violation.
- Company is not liable for third-party API provider failures, including LLM providers (Grok, Claude, ElevenLabs, OpenAI, Gemini).
12. Dispute Resolution
Disputes arising from this MSA shall be resolved through:
- Good faith negotiation: 14 days between executives of both parties
- Mediation: If negotiation fails, non-binding mediation in Charlotte, NC
- Arbitration: If mediation fails, binding arbitration per Terms of Service
13. Compliance and Audit Rights
Company may conduct periodic audits to ensure Client compliance with this MSA and the Terms of Service. Audits will be conducted with reasonable notice and will not unreasonably interfere with Client operations.
14. Amendment and Entire Agreement
This MSA, together with the Terms of Service and Privacy Policy, constitutes the entire agreement between the parties regarding Professional services. Any amendments must be in writing and signed by both parties.
15. Governing Law
This MSA is governed by the laws of the State of North Carolina, United States, without regard to conflict of law principles.
16. Contact
For questions about this MSA or to discuss custom arrangements, contact us at ava@dynamisos.com.
Signet Ventures LLC
Charlotte, NC