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:
Custom Data Residency
Customer Context: European bank requiring data to stay in specific EU countries
Approval Process: Legal review + Security assessment + Executive approval
Implementation Timeline: 45 days for infrastructure setup
Modified Liability Caps
Customer Context: Fortune 100 manufacturer requiring higher liability limits
Approval Process: Legal review + Insurance consultation + CFO approval
Implementation Timeline: Contract amendment within 10 days
Extended Data Retention
Customer Context: Healthcare company requiring 7-year data retention
Approval Process: Legal review + Compliance check + VP approval
Implementation Timeline: Policy 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
Legal Support Resources:
- Contract Templates: Standard enterprise agreement with common modification options
- Exception Request Form: Structured template for custom term requests
- Approval Tracking System: Real-time status of legal reviews and approvals
- Legal Team Office Hours: Weekly Q&A sessions for contract questions
