Master Services Agreement

1. Definitions

For the purposes of this Master Services Agreement ("Agreement"), the following terms shall have the meanings set forth below:

"Affiliate"

means any entity that directly or indirectly controls, is controlled by, or is under common control with a party to this Agreement.

"Customer Data"

means all data, content, and information provided by Customer or its users to the Services, including datasets, visualizations, and published content.

"Services"

means the Datastory platform, software, and related services provided under this Agreement, including support and professional services.

"Service Levels"

means the service level commitments specified in the applicable Service Order or Statement of Work.

"Statement of Work" or "SOW"

means a document executed by both parties that describes specific services, deliverables, timelines, and pricing.

2. Scope of Services

2.1 Platform Services

Datastory will provide Customer with access to the Datastory platform, including:

• Data visualization and storytelling tools
• Content management system and publishing capabilities
• API access and integrations
• User management and access controls
• Analytics and reporting features
• Access to open data library and semantic layer

2.2 Service Deployment

Services may be deployed via:

• Cloud SaaS: Multi-tenant cloud environment
• Dedicated Cloud: Single-tenant cloud instance
• On-Premises: Customer's infrastructure (where applicable)
• Hybrid: Combination of deployment models

2.3 Service Customization

Datastory may provide customization services including branding, custom visualizations, integrations, and workflow modifications as specified in applicable Statements of Work.

3. Service Level Commitments

3.1 Availability

Datastory commits to the following service availability levels:

• Enterprise Cloud: 99.9% uptime (excluding planned maintenance)
• Business Cloud: 99.5% uptime (excluding planned maintenance)
• Planned Maintenance: Maximum 4 hours per month with 48-hour notice

3.2 Performance

Performance targets for platform response times:

• API response time: < 2 seconds for 95% of requests
• Dashboard loading: < 5 seconds for standard visualizations
• Data processing: Performance SLAs based on data volume and complexity

3.3 Service Credits

If Datastory fails to meet committed service levels, Customer may be eligible for service credits as specified in the applicable Service Order. Service credits are Customer's sole and exclusive remedy for service level failures.

4. Data Processing and Privacy

4.1 Data Processing Agreement

The parties acknowledge that Customer Data may include personal data subject to data protection laws. The Data Processing Addendum governs the processing of personal data and is incorporated by reference.

4.2 Data Ownership

Customer retains all rights, title, and interest in and to Customer Data. Datastory processes Customer Data solely as necessary to provide the Services.

4.3 Data Location and Residency

Unless otherwise specified, Customer Data will be processed and stored in data centers within the European Union. Data residency requirements can be specified in the applicable Service Order.

4.4 Data Backup and Recovery

Datastory maintains automated backup procedures for Customer Data with retention periods and recovery time objectives as specified in the applicable Service Order.

5. Security and Compliance

5.1 Security Measures

Datastory implements and maintains appropriate technical and organizational security measures, including:

• Encryption of data in transit and at rest
• Multi-factor authentication and access controls
• Regular security assessments and vulnerability testing
• Employee security training and background checks
• Incident response and monitoring procedures

5.2 Compliance Certifications

Datastory maintains compliance with relevant security and data protection standards, including SOC 2 Type II and ISO 27001 (where applicable). Current compliance status is available upon request.

5.3 Security Incident Notification

Datastory will notify Customer without undue delay and in any case within 72 hours of becoming aware of a security incident affecting Customer Data, and will provide regular updates on remediation efforts.

6. Commercial Terms

6.1 Fees and Payment

Customer agrees to pay the fees specified in the applicable Service Order. Unless otherwise specified:

• Subscription fees are billed annually in advance
• Professional services are billed monthly in arrears
• Payment terms are net 30 days from invoice date
• Late payments may incur interest charges

6.2 Fee Adjustments

Datastory may adjust subscription fees annually with 90 days' written notice. Fee increases will not exceed 10% per year unless agreed in writing by both parties.

6.3 Taxes

Customer is responsible for all applicable taxes, duties, and governmental charges related to its use of the Services, excluding taxes based on Datastory's net income.

7. Support Services

7.1 Standard Support

Standard support includes:

• Email support during business hours (Monday-Friday, 9 AM - 5 PM CET)
• Documentation and knowledge base access
• Platform status updates and maintenance notifications
• Bug fixes and security updates

7.2 Premium Support

Premium support includes all standard support features plus:

• Priority response times (4 hours for critical issues)
• Phone and video call support
• Dedicated customer success manager
• Quarterly business reviews
• Extended support hours and emergency contacts

7.3 Response Time Commitments

Support response times vary by issue severity and support tier. Specific commitments are detailed in the applicable Service Order.

8. Professional Services

8.1 Consulting Services

Datastory may provide consulting services including:

• Data strategy and visualization consulting
• Custom dashboard and application development
• Data migration and integration services
• Training and user adoption programs
• Performance optimization and scaling advice

8.2 Deliverables and Acceptance

Professional services deliverables are specified in the applicable Statement of Work. Customer has 30 days to review and accept or reject deliverables with specific feedback.

8.3 Change Management

Changes to professional services scope require written agreement from both parties and may result in adjusted timelines and fees.

9. Intellectual Property Rights

9.1 Datastory IP

Datastory retains all rights, title, and interest in the Services, platform, and related intellectual property. Customer receives a limited, non-exclusive license to use the Services during the term.

9.2 Customer IP

Customer retains all rights to Customer Data and pre-existing intellectual property. Customer grants Datastory a limited license to use Customer Data solely to provide the Services.

9.3 Custom Developments

Intellectual property rights in custom developments will be allocated as specified in the applicable Statement of Work, typically with Customer owning business-specific customizations and Datastory retaining rights to general platform improvements.

10. Liability and Insurance

10.1 Limitation of Liability

Except for breaches of confidentiality, data protection obligations, or gross negligence, each party's total liability shall not exceed the fees paid by Customer in the 12 months preceding the claim. Nothing in this Agreement excludes or limits liability for death or personal injury caused by negligence, fraud, willful misconduct, or where such limitation is prohibited by law.

10.2 Mutual Indemnification

Each party agrees to indemnify the other against third-party claims arising from:

• Infringement of intellectual property rights
• Violation of applicable laws
• Breach of data protection obligations
• Negligent acts or omissions

10.3 Insurance

Datastory maintains professional liability, cyber liability, and general liability insurance with coverage limits appropriate for the size and nature of its business. Certificates of insurance are available upon request.

11. Termination

11.1 Termination for Convenience

Either party may terminate this Agreement with 90 days' written notice. Customer remains responsible for fees incurred prior to termination.

11.2 Termination for Cause

Either party may terminate immediately for material breach that remains uncured after 30 days' written notice, or immediately for insolvency or violation of data protection obligations.

11.3 Data Return and Deletion

Upon termination, Datastory will provide Customer with access to export Customer Data for 90 days. After this period, Customer Data will be securely deleted unless legally required to be retained.

12. General Provisions

12.1 Governing Law

This Agreement is governed by Swedish law. Any dispute arising out of or in connection with this Agreement shall be finally settled by arbitration administered by the Arbitration Institute of the Stockholm Chamber of Commerce (SCC). The seat of arbitration shall be Stockholm, Sweden. The language of arbitration shall be English.

12.2 Confidentiality

Both parties agree to maintain the confidentiality of confidential information disclosed during the course of this Agreement, including Customer Data, pricing, and technical specifications.

12.3 Force Majeure

Neither party will be liable for delays or failures due to causes beyond their reasonable control, including natural disasters, government actions, or infrastructure failures.

12.4 Amendment and Waiver

This Agreement may only be amended by written agreement signed by both parties. No waiver of any provision constitutes a waiver of any other provision or future breach.

This Master Services Agreement template is customized for each enterprise engagement. Specific terms, service levels, and pricing are defined in separate Service Orders and Statements of Work. Contact our enterprise team to discuss your requirements.