Service orders and payment
Define when an order becomes active, billing cycles, taxes, renewal, suspension and refund conditions.
Customer responsibilities
Customers must maintain secure credentials, lawful content, accurate account information and reasonable resource use.
Acceptable use
Prohibit unlawful activity, spam, phishing, malware, unauthorized access, denial-of-service activity, intellectual-property infringement and other harmful conduct.
Backups and data
Explain the backup service included with each plan and whether customers remain responsible for independent copies.
Service level
Define uptime calculation, exclusions, maintenance windows, claim procedures and available credits. Do not advertise a binding SLA until these terms match your infrastructure and monitoring.
Termination
Describe termination rights, data export windows and deletion timelines.
Liability
Have counsel draft limitations, exclusions and indemnities that are enforceable in your jurisdiction.