Terms of Service

3.1 Free Self-Assessment

We offer a free online self-assessment tool that allows you to evaluate your organisation’s site reliability maturity against our proprietary reliability framework. The self-assessment:

• Is provided free of charge and requires account registration
• Generates an indicative reliability maturity score based on your responses
• Is self-reported and does not constitute a formal assessment, certification, or attestation
• Is provided for informational and educational purposes only
• May be updated or modified from time to time as our framework evolves

Self-assessment results are indicative only and should not be relied upon as a definitive measure of your organisation’s reliability posture. We make no warranty as to the accuracy or completeness of results generated from self-reported data.

3.2 Attested Assessments

We offer formal attested assessments conducted by qualified assessors against our proprietary reliability framework. Attested assessments:

• Are conducted under a separate consulting agreement or statement of work
• Involve independent review of evidence, documentation, and practices provided by your organisation
• Result in a formal assessment report and, where applicable, an attestation certificate
• Are valid for the period specified in your assessment report
• May require periodic reassessment to maintain currency

The scope, methodology, fees, and timeline for attested assessments will be set out in a consulting agreement or statement of work agreed between us before commencement.

3.3 Reliability Consulting

We offer advisory consulting services to help organisations improve their site reliability practices. Consulting engagements:

• Are conducted under a separate consulting agreement or statement of work
• May include gap analysis, remediation planning, implementation guidance, and ongoing advisory support
• Are scoped, priced, and delivered according to terms agreed between us before commencement

3.4 General Service Terms

All services are subject to these Terms, our Privacy Policy, and any applicable consulting agreement or statement of work. Where there is a conflict between these Terms and a consulting agreement or statement of work, the consulting agreement or statement of work will prevail to the extent of the inconsistency.

4.1 Free Services

The self-assessment tool is provided free of charge. We reserve the right to introduce fees for currently free features with reasonable advance notice.

4.2 Paid Services

For attested assessments and consulting engagements:

• Fees will be set out in the applicable consulting agreement or statement of work
• Payment terms, including deposit requirements and milestone payments, will be specified in the consulting agreement or statement of work
• Invoices are payable within 14 days of issue unless otherwise agreed
• We accept payment by bank transfer, credit card, or other methods as agreed
• Late payments may incur interest at the rate specified in the consulting agreement, or at a rate of 2% per month if no rate is specified
• We reserve the right to suspend services if payment is overdue by more than 30 days

4.3 Cancellation and Refunds

For paid services:

• Cancellation terms are set out in the applicable consulting agreement or statement of work
• Where no specific cancellation terms apply, you may cancel an engagement by providing 14 days’ written notice
• Fees for work already completed up to the date of cancellation are non-refundable
• Any pre-paid fees for work not yet commenced will be refunded within 14 business days

4.4 Australian Consumer Law

IN AUSTRALIA, OUR GOODS AND SERVICES COME WITH GUARANTEES THAT CANNOT BE EXCLUDED UNDER THE AUSTRALIAN CONSUMER LAW. NOTHING IN THESE TERMS AND CONDITIONS PURPORTS TO MODIFY OR EXCLUDE THE CONDITIONS, WARRANTIES AND UNDERTAKINGS, AND OTHER LEGAL RIGHTS, UNDER THE AUSTRALIAN COMPETITION AND CONSUMER ACT AND OTHER LAWS. ANY AND ALL OTHER WARRANTIES OR CONDITIONS WHICH ARE NOT GUARANTEED BY THE AUSTRALIAN CONSUMER LAW OR THE COMPETITION AND CONSUMER REGULATION 2010 ARE EXPRESSLY EXCLUDED WHERE PERMITTED, INCLUDING LIABILITY FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES CAUSED BY BREACH OF ANY EXPRESS OR IMPLIED WARRANTY OR CONDITION.

6.1 Your Content

You retain ownership of any intellectual property rights that you hold in the content you provide to us through our services (“Your Content”), including self-assessment responses, assessment evidence, documentation, and other materials submitted during the course of an engagement.

6.2 License to Site Reliability Consulting

By submitting Your Content through our platform or services, you grant us a non-exclusive license to use, copy, store, and process Your Content solely for the purposes of:

• delivering our services to you, including conducting assessments and providing consulting advice;
• generating assessment reports, scores, and recommendations;
• backing up and storing your data; and
• complying with our legal obligations.

This license continues for as long as Your Content is stored on our systems and terminates when you delete your content or close your account, except to the extent we are required to retain copies for legal compliance, professional record-keeping, or backup purposes.

6.3 Aggregated and De-identified Data

We may use aggregated and de-identified data derived from self-assessments and assessments to improve our framework, develop benchmarks, publish industry insights, and enhance our services. This data will not identify you or your organisation.

6.4 Your Responsibilities

You are solely responsible for Your Content and represent and warrant that:

• you own or have the necessary rights to provide Your Content to us;
• Your Content does not infringe the intellectual property rights of any third party;
• Your Content does not violate any applicable laws or regulations; and
• the information you provide during assessments is, to the best of your knowledge, accurate and complete.

7.1 Our Obligations

We will treat all information provided by you during attested assessments and consulting engagements as confidential, except where:

• the information is or becomes publicly available through no fault of ours;
• the information was already known to us prior to your disclosure;
• we are required to disclose by law, regulation, or court order; or
• you provide written consent to disclosure.

7.2 Your Obligations

You agree to treat any proprietary methodologies, frameworks, assessment criteria, tools, templates, and other materials we provide to you as confidential. You must not reproduce, distribute, or disclose our proprietary materials to any third party without our prior written consent.

8.1 Assessment Reports

Assessment reports are prepared for the sole benefit of the organisation that engaged us and may not be relied upon by any third party without our prior written consent. Reports reflect our professional opinion at the time of assessment based on the evidence and information provided to us.

8.2 Attestation Certificates

Where issued, attestation certificates are valid for the period stated on the certificate. We reserve the right to withdraw or revoke an attestation certificate if we become aware that the assessment was based on materially inaccurate, incomplete, or misleading information.

8.3 Use of Attestation Status

You may publicly reference your attestation status (e.g., on your website or in marketing materials) provided you do so accurately and in accordance with any usage guidelines we provide. You must not misrepresent the scope or nature of the attestation.

14.1 Termination by You

You may terminate your account at any time by contacting us or using the account closure feature on our website. Termination of your account does not affect any obligations under a separate consulting agreement or statement of work.

14.2 Termination by Us

We may suspend or terminate your account immediately if:

• you breach any provision of these Terms;
• you engage in fraudulent or illegal activity;
• you provide materially inaccurate or misleading information during an assessment;
• we are required to do so by law;
• we discontinue the service (with reasonable notice where possible); or
• your account remains inactive for an extended period.

14.3 Effect of Termination

Upon termination:

• your right to access the platform will cease immediately;
• we may delete your account data after a reasonable period (typically 90 days), unless we are required to retain records for legal or professional purposes;
• any outstanding fees for services already delivered remain payable;
• provisions of these Terms that by their nature should survive termination will continue to apply, including confidentiality, intellectual property, liability, and dispute resolution provisions.

15.1 Entire Agreement

These Terms, together with our Privacy Policy and any applicable consulting agreement or statement of work, constitute the entire agreement between you and us regarding your use of our services.

15.2 Severability

If any provision of these Terms is found to be invalid or unenforceable, that provision will be limited or eliminated to the minimum extent necessary, and the remaining provisions will remain in full force and effect.

15.3 No Waiver

Our failure to enforce any right or provision of these Terms will not be considered a waiver of those rights.

15.4 Assignment

You may not assign or transfer these Terms without our prior written consent. We may assign our rights and obligations under these Terms without restriction.