Enterprise contract terms and recent exceptions

Standard Enterprise Terms:

• Data & Privacy: Customer retains ownership of all data, data processed in US/EU regions only, 30-day data deletion upon termination
• Service Levels: 99.9% uptime commitment, <4 hour response for critical issues, <24 hour resolution for standard issues
• Security: SOC 2 Type II maintained, customer audit rights twice annually, GDPR compliance framework
• Business Terms: 1-3 year contract terms, auto-renewal with 90-day notice, termination for cause with 30-day cure period

Recent Approved Exceptions:

Exception TypeCustomer ContextApproval ProcessImplementation TimelineCustom data residencyEuropean bank requiring data to stay in specific EU countriesLegal review + Security assessment + Executive approval45 days for infrastructure setupModified liability capsFortune 100 manufacturer requiring higher liability limitsLegal review + Insurance consultation + CFO approvalContract amendment within 10 daysExtended data retentionHealthcare company requiring 7-year data retentionLegal review + Compliance check + VP approvalPolicy update within 30 days

Exception Approval Process:

• Standard exceptions: Pre-approved list includes common modifications, Regional Manager authority
• Custom exceptions: Legal review required, 10-15 business days typical timeline
• Required documentation: Business justification, risk assessment, customer commitment letter