Master Service Agreement (MSA)

1. Purpose and structure

This Master Service Agreement ("MSA") sets the framework under which My Global Solutions Group (ABN 50 805 377 293) provides ongoing services. Each engagement is described in a Service Order, and each Service Order incorporates this MSA, the applicable Service Level Agreement and the Acceptable Use Policy.

A Service Order records the services, service hours, environments in scope, commercial terms, minimum term and any customer-specific commitments.

2. Term and renewal

• The default minimum term for a managed service is 12 months from the service commencement date.
• Service Orders renew for successive 12-month terms unless either party gives 60 days written notice before the end of the current term.
• Fees may be reviewed annually with at least 60 days written notice; you may decline an increase by terminating the affected Service Order effective from the review date.

3. Onboarding and service commencement

Managed services begin with a documented onboarding: asset discovery, monitoring deployment, backup verification, administrative access handover, escalation contacts and a documented runbook. Service level commitments apply from the date onboarding is signed off, not from contract signature.

4. Personnel and subcontractors

We remain responsible for the performance of our personnel and subcontractors. Subcontractors are bound to equivalent confidentiality, security and privacy obligations. We will tell you if a subcontractor will have standing access to your production systems.

5. Security and data handling

• Administrative access is issued to named individuals, protected with multi-factor authentication, and revoked on role change or exit.
• Access to customer environments is logged; privileged actions are recorded in change history.
• Customer data is handled in accordance with our Privacy Policy and the Australian Privacy Principles.
• Data residency is recorded in the Service Order; Australian-hosted workloads stay in Australian regions unless you direct otherwise in writing.

6. Change management

Standard changes are performed inside agreed maintenance windows with prior notice. Emergency changes required to preserve availability or security may be performed immediately, and are documented and reported to you within one business day.

7. Business continuity and insurance

We maintain business continuity arrangements for our own operations, including redundant tooling and multi-region staffing across Australia, New Zealand, the United States and the United Kingdom. Current certificates of currency for professional indemnity and public liability insurance are available on request.

8. Dispute resolution

A party raising a dispute must notify the other in writing. Nominated representatives will meet within 10 business days to resolve it in good faith before commencing proceedings, other than for urgent interlocutory relief.

9. Exit and transition assistance

On expiry or termination we will provide transition assistance for up to 60 days: credential handover, documentation, configuration exports, DNS and tenancy transfers, and a handover call with your incoming provider. Transition work beyond two hours is chargeable at our professional services rate.

10. Signature

A counter-signed copy of this MSA is issued with your first Service Order. Requests for the executable version can be sent to [email protected].