Master Services Agreement

1. Structure

This Master Services Agreement ("MSA") governs provision of the Estric Service to business customers. It incorporates the Terms of Service, the Privacy Policy, the Refund Policy, and, where GDPR applies, the Data Processing Addendum. If an order form or negotiated agreement is signed, it prevails over this MSA to the extent of any conflict; this MSA prevails over the incorporated policies.

2. Provision of the Service

Estric will provide the Service materially as described on estric.ai, with reasonable skill and care, and will not materially degrade purchased functionality during a paid term. Scheduled maintenance will be performed so as to minimise disruption.

Support is provided by email for all plans; Scale plans receive priority handling. Target first response: 2 business days (Solo to Growth), 1 business day (Scale).

3. Customer obligations

The Customer is responsible for its configuration of the Service, the accuracy of its knowledge base, lawful use of connected numbers and channels, recording and automated-agent disclosures required in its jurisdictions, and for obtaining any consents required from its own customers.

4. Fees

Fees, allowances, and integration limits are as published on the pricing page or in an order form. Published prices are exclusive of applicable indirect taxes (GST, VAT, sales tax, or service tax); where Estric is required to collect such a tax it is added to the published price at checkout and itemised on invoices. Any other tax, levy, or withholding that applies to a payment is borne by the Customer. Billing currency follows the Customer’s country as set out in the Terms of Service. Late or failed payments may result in suspension as described in the Terms of Service.

5. Confidentiality

Each party will protect the other’s non-public information with at least the care it uses for its own, use it only to perform under this agreement, and disclose it only to personnel and advisers who need it and are bound to confidentiality, or where required by law with prompt notice where lawful.

6. Data protection and security

Personal data is handled per the Privacy Policy and, where applicable, the DPA. Estric maintains administrative, technical, and physical safeguards appropriate to the nature of the data, including encryption in transit and at rest, tenant isolation, least-privilege access, and server-side storage of integration credentials.

7. Warranties, liability, and indemnity

Each party warrants it can enter this agreement. Estric warrants the Service will perform materially as described; the exclusive remedy for breach is re-performance or, failing that, the Customer’s right to terminate the affected subscription, subject always to non-excludable statutory rights. AI output is probabilistic and not warranted to be error-free; the Customer remains responsible for its business decisions.

Liability follows the Terms of Service: no indirect or consequential loss, and a cap of fees paid in the prior 12 months, subject always to non-excludable statutory rights. The Customer indemnifies Estric for claims arising from the Customer’s content, configuration, or breach of law.

8. Term and termination

The MSA runs while any subscription or order form is active. Either party may terminate for material breach unremedied 30 days after notice, or immediately for insolvency. Sections on confidentiality, liability, and data export survive termination.

9. General

Governing law: New South Wales, Australia, subject to the country-specific terms in section 13 of the Terms of Service and any mandatory local consumer protections. Neither party is liable for delay caused by events beyond reasonable control. Neither party may assign without consent, except to an affiliate or in a merger or sale of substantially all assets. Notices go to [email protected] and the Customer’s account email.

To execute a countersigned MSA or negotiate enterprise terms, contact [email protected].