Public master agreement

SoftSol Master Service Level Agreement

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Notice

This Agreement only becomes active upon completion of a Subscription Form. If no services are signed up for, there is no cost and no commitment from either party.

Parties

This Master Service Level Agreement (“Master SLA”) applies between SoftSol and The Client.

The Client means The Party identified in the Subscription Form (Annexure D), or SoftSol's counterpart named on mutually agreed orders, whichever applies.

Per-company contract versions uploaded in Midas may add to or vary these baseline terms — check your company record if unsure.

1. Terms of service & equipment risk

Service basis: Services are pre-paid unless otherwise agreed.
Equipment risk: All equipment (hardware/devices) worked on, transported, or held at SoftSol's workshop is handled at The Client's sole risk.
Insurance: It is The Client's responsibility to insure equipment against loss or damage.
Zero-commitment: No fees are due if no Subscription Form is active.

2. Rates & hours

Ordinary hours: 08:00–17:00 on business days.
After-hours: Support outside ordinary hours is charged at double the standard rate.
Standard rates: As per the current Rates Annexure (C).

3. Liability & security

Data recovery: Rates exclude data recovery and hardware costs.
Liability limit: SoftSol is not liable for loss of profit, data, or consequential damages unless through gross negligence.
Third-party criminality: SoftSol is not liable for breaches caused by third-party hacking or ransomware.
Non-solicitation: Clients agree not to solicit or employ SoftSol staff for 12 months post-contract.

4. Invoicing

Cycle: Invoices are delivered by the 20th and payable by the 26th of the following month.
Interest: Late payments accrue interest at Prime Rate + 200 basis points.

5. Termination

Either party may terminate on written notice consistent with the Subscription Form or any minimum term documented there. Charges for authorised work performed and lawful cancellation provisions (if any) remain payable.

Annexure A — Support services Expand

Service catalogue specifics (response targets, channels, exclusions) are issued with each Subscription Form or on request — this Master SLA establishes the overarching commercial framework only.

Annexure B — Additional services Expand

Project engagements, installs, consultancy, and bespoke engineering are scoped under separate quotations unless explicitly bundled on the Subscription Form.

Annexure C — Rates

Standard rates appear in Rates Annexure (C), updated from time to time. Request the effective schedule from your SoftSol representative.

Annexure D — Subscription form

Complete the Subscription / contact intake so services, billing contacts, and authorisations are recorded.

Open subscription form →

South Africa: contractual terms must be interpreted with your own counsel. Electronic publication via Midas is for transparency and onboarding only.