SaaS & Master Service Agreement

This Master SaaS & Service Level Agreement (“Agreement”) is entered into between HKRM.Labs (“HKRM”, registered at A-303, HBU, Pushkar Road, Ajmer – 305004, Rajasthan, India) and the enterprise client (“Customer”) accessing or subscribing to HKRM software suites, AI automations, local hosting, or custom platforms.

1. SaaS Services & Access

HKRM grants Customer a non-exclusive, non-transferable right to access and use HKRM software platforms (Vertex, Neuron, Fusion, Route, Ascend) and customized ERP/CRM software management suites in accordance with agreed Order Forms.

2. Service Level Agreement (SLA)

HKRM guarantees a Service Availability Commitment of 99.9% uptime per calendar month for cloud and hosted API endpoints, excluding scheduled maintenance.

• Critical Incidents (Priority 1): Initial response within 15 minutes; continuous resolution effort.
• Major Incidents (Priority 2): Initial response within 1 hour; resolution plan within 4 hours.
• Minor Inquiries (Priority 3): Initial response within 24 business hours.

3. Enterprise Data Ownership

Customer retains sole and exclusive ownership of all proprietary data, text inputs, customer files, and database content (“Customer Data”). HKRM shall not sell, share, or train general public models on Customer Data without explicit written consent.

4. Air-First & Local Hosting

For local-air-first server infrastructure and dedicated Model Vault deployments, Customer retains physical and logical control over local hardware. HKRM provides maintenance, patch updates, and remote diagnostics subject to security permissions.

5. Subscription Fees & Payment

Customer agrees to pay all subscription fees specified in the applicable Order Form. Invoices are due within thirty (30) days of invoice date unless otherwise specified.

6. Security & ISO Compliance

HKRM maintains industry-certified administrative, physical, and technical safeguards designed to protect the security, confidentiality, and integrity of Customer Data.

7. Term & Termination

This Agreement commences on the Order Form Effective Date and continues for the initial subscription term. Either party may terminate upon thirty (30) days written notice of material breach if uncured.

8. Limitation of Liability

Except for indemnification obligations or breaches of confidentiality, neither party's aggregate liability shall exceed the total fees paid by Customer to HKRM in the twelve (12) months preceding the incident.

9. Contact & Governance

This Agreement is governed by the laws of India. For legal or SLA inquiries, contact HKRM Legal at info@hkrmlabs.com or help@hkrmlabs.com, or write to HKRM.Labs, A-303, HBU, Pushkar Road, Ajmer – 305004, Rajasthan, India.