Master Service Agreement (MSA) and Service Level Agreement (SLA)

1. Introduction

This Master Service Agreement (“Agreement”) governs the provision of hosting, DevOps, cloud management, and software services, consulting, and technical support (collectively, the “Services”) by DRUNDO LLC
(“Provider”) to the customer (“Client”).

1.1 DRUNDO LLC Business Addresses

Registered Address (Wyoming):
DRUNDO LLC
2232 Dell Range Blvd., Suite 245 – 3218
Cheyenne, WY 82009
United States

Mailing Address (Massachusetts):
DRUNDO LLC
6 Liberty Square #2001
Boston, MA 02109
United States

This Agreement, together with any applicable Service Level Agreement (“SLA”), proposal, or Statement of Work (“SOW”), forms the entire agreement between the parties.

By using the Services, the Client agrees to the terms of this Agreement.

2. Definitions

2.1 “Provider”

“Provider” means DRUNDO LLC and any authorized affiliates.

2.2 “Client”

“Client” means the individual or business entity entering into this Agreement with Provider.

2.3 “Services”

“Services” include all commercial activities offered by Provider, including but not limited to:

  • Multi-cloud hosting and infrastructure management (e.g., AWS, Microsoft Azure, Google Cloud Platform, Cloudflare)
  • CI/CD automation and managed DevOps operations
  • Application deployment, updates, rollbacks, and environment management
  • Monitoring, alerting, and incident response
  • Kubernetes, container, virtual machine (VM), and server management
  • SaaS platform services and application hosting
  • Infrastructure consultation and cloud architecture design
  • Security configuration, including WAF, CDN, DNS, networking, and IAM/RBAC
  • Backup and disaster recovery services when contracted

2.4 “Client Cloud Account”

“Client Cloud Account” means a cloud account owned, controlled, and paid by the Client, where the Provider performs Services under this Agreement.

2.5 “SLA”

“SLA” means the Service Level Agreement specifying uptime targets, response times, maintenance windows, and related service performance commitments as set out in Section 8 of this document.

2.6 “SOW”

“SOW” means any Statement of Work or written proposal agreed by both parties, which describes specific Services, deliverables, and any special terms.

3. Service Description

Provider will deliver Services as described in the applicable SOWs or service plans, including, but not limited to, the following categories.

3.1 Multi-Cloud Infrastructure Deployment

  • Design, deploy, and maintain infrastructure workloads in AWS, Microsoft Azure, Google Cloud Platform, Cloudflare, and hybrid environments
  • Architecture design for scalability, availability, performance, and security
  • Implementation of infrastructure-as-code and automation wherever feasible

3.2 Ongoing Infrastructure Management

  • Proactive infrastructure monitoring and alerting
  • Operating system and platform maintenance as agreed
  • Performance tuning and optimization
  • Cost optimization and reporting (if requested and within scope)
  • Backup configuration and disaster recovery when specifically contracted

3.3 Managed DevOps & CI/CD Services

  • Design and maintenance of CI/CD pipelines
  • Automated deployments to development, staging, and production environments
  • Zero-downtime or low-downtime releases where supported by the application architecture
  • Rollback procedures and version management
  • Change management and release coordination

3.4 Security & Compliance

  • Configuration and management of firewalls and Web Application Firewalls (WAF)
  • Load balancing and CDN integration
  • Identity and access management (IAM/RBAC) configuration
  • Logging, audit trails, and security monitoring where in scope
  • Incident triage and security recommendations

3.5 Application Hosting & Support

  • Hosting of web applications, APIs, and microservices
  • Hosting of static websites and content
  • Operation of SaaS applications offered by the Provider
  • Technical support related to the hosted workloads, as defined in SOW or SLA

4. Fees & Billing Terms

4.1 No Setup Fees

Provider does not charge setup, onboarding, or account creation fees.

4.2 No Termination Fees

Provider does not charge cancellation, termination, or early exit fees. The Client may cancel the Services at any time in accordance with Section 13.

4.3 Monthly Service Fees

Clients are typically billed:

  • A fixed monthly management fee; and/or
  • Project-based or hourly fees as explicitly agreed in an SOW or written proposal.

4.4 Cloud Usage Fees

Client is solely responsible for all usage fees and charges incurred in any third-party cloud provider accounts, including but not limited to AWS, Microsoft Azure, Google Cloud Platform, Cloudflare, and others.

4.5 Invoicing & Payment Terms

  • Invoices are generally issued monthly, unless otherwise agreed.
  • Payment is due within seven (7) calendar days of the invoice date.
  • Repeated or material non-payment may result in suspension or termination of Services after prior notice to Client.

5. Unconditional Refund Guarantee

5.1 Scope of the Guarantee

DRUNDO LLC provides an unconditional satisfaction guarantee for the service fees billed for the current calendar month only.
If the Client is dissatisfied with the Services provided during the current month, a refund may be requested, subject to the conditions below.

5.2 Refund Limitation – Current Month Only

Refunds issued under this guarantee are limited exclusively to the current month’s DRUNDO LLC service fee.

The following are not eligible for refund:

  • Service fees from previous months

  • Service fees for future months not yet invoiced

  • Cloud usage charges or fees billed by third-party cloud providers, including but not limited to: AWS, Microsoft Azure, Google Cloud Platform, Cloudflare, DigitalOcean, or others

  • Third-party software licenses, marketplace purchases, or external platform billing charges

Only the service fee directly billed by DRUNDO LLC for the current billing month may qualify for a refund.

5.3 Support Tickets and Unresolved Issues (Required)

To be eligible for a refund under this guarantee, the Client must:

  1. Submit one or more support tickets documenting the issue(s) experienced.

  2. Allow DRUNDO LLC a reasonable opportunity to address and resolve the issue(s).

  3. Include the support ticket number(s) associated with unresolved issues in the refund request.

Refund requests without at least one valid support ticket connected to unresolved issues may be denied.

5.4 Refund Request Procedure and Timing

Required Steps

To request a refund under this policy, the Client must:

  • Submit a refund request in writing (via email or the official support portal).

  • Submit the request within the same calendar month for which the service fee was charged.

  • Clearly state that the request is being made under the “Unconditional Refund Guarantee.”

  • Provide all relevant support ticket number(s) relating to the unresolved issues.

Refund Processing

If the criteria above are met, DRUNDO LLC will refund up to 100% of the current month’s service fee for the affected Service.

5.5 Additional Notes

  • This refund applies only to DRUNDO LLC’s service fees.

  • Refunds do not apply to taxes, third-party usage charges, subscription fees, or infrastructure costs billed by external vendors.

  • This guarantee does not alter or limit any other rights or obligations outlined in the Agreement.

6. Provider Responsibilities

Provider agrees to:

  • Deliver Services in a professional and workmanlike manner, consistent with industry best practices;
  • Maintain system availability and performance in line with the SLA in Section 8;
  • Implement reasonable technical and organizational measures to protect Client systems and data within the agreed scope;
  • Respond to incidents and support requests in accordance with the SLA;
  • Maintain confidentiality of Client information as stated in Section 9;
  • Provide clear communication regarding planned maintenance and material changes that may affect the Services.

7. Client Responsibilities

Client agrees to:

  • Provide all necessary access, credentials, permissions, and information required for Provider to deliver the Services;
  • Pay all invoices in accordance with the payment terms in Section 4;
  • Ensure that all content and activities hosted within Client Cloud Accounts comply with applicable laws and regulations.
  • Notify Provider promptly of any actual or suspected security incident or unauthorized access related to the Services;
  • Maintain backups of critical data when backup services are not explicitly contracted from the Provider;
  • Comply with the Acceptable Use Policy in Section 14.

8. Service Level Agreement (SLA)

This SLA applies to hosting and managed Services provided by Provider, unless superseded by an SOW with more specific terms.

8.1 Uptime Target

Provider’s target is 99.9% uptime per calendar month for the managed production environments it operates. This uptime target excludes:

  • Scheduled maintenance windows, as described in Section 8.3;
  • Downtime or degradation caused by third-party cloud providers, as specified in Section 11;
  • Issues resulting from Client actions, misconfigurations, or non-compliant changes;
  • Force majeure events as commonly defined (e.g., natural disasters, war, large-scale internet outages).

8.2 Incident Response Times

Provider will use commercially reasonable efforts to respond to incidents within the following timeframes:

Severity Description Target Initial Response Time
S1 – Critical Complete production outage or business-critical impact Within 1 hour
S2 – High Major degradation of service affecting many users Within 4 hours
S3 – Medium Partial or limited impact, workaround available Within 24 hours
S4 – Low General inquiries, minor issues, or enhancement requests Within 72 hours

8.3 Scheduled Maintenance

  • Provider may perform scheduled maintenance that may affect availability.
  • Provider will make reasonable efforts to notify Client at least 24 hours in advance of scheduled maintenance that may cause downtime.
  • Scheduled maintenance windows do not count as downtime toward uptime calculations.

8.4 SLA Exclusions

The SLA does not apply to any downtime or service degradation resulting from:

  • Third-party cloud infrastructure outages, performance issues, or network failures;
  • Client-side errors, misconfigurations, or unauthorized changes to systems managed by Provider;
  • Failures in Client’s on-premises infrastructure, devices, local networks, or internet service providers;
  • Security incidents caused by Client’s actions, negligence, weak credentials, or compromised accounts;
  • Force majeure events beyond Provider’s reasonable control.

9. Confidentiality

Both parties agree to protect the confidentiality of non-public, proprietary, or sensitive information (“Confidential Information”) disclosed by the other party.

9.1 Obligations

  • Use Confidential Information solely for the purpose of fulfilling obligations under this Agreement;
  • Not disclose Confidential Information to any third party, except to employees, agents, or subcontractors who have a need to know and are under similar confidentiality obligations;
  • Apply commercially reasonable security measures to protect Confidential Information.

9.2 Exceptions

Confidentiality obligations do not apply to information that:

  • Is or becomes publicly available without breach of this Agreement;
  • Was lawfully received from a third party without restriction;
  • Was independently developed without use of the other party’s Confidential Information;
  • Must be disclosed pursuant to law, regulation, or court order (with reasonable notice given to the other party when legally permitted).

Confidentiality obligations survive termination of this Agreement.

10. Data Protection & Ownership

10.1 Data Ownership

Client retains complete and exclusive ownership of all data, content, and materials stored, processed, or transmitted using the Services or within any Client Cloud Account.

10.2 Data Protection

Provider will implement reasonable technical and organizational measures, consistent with the nature of the Services and the scope of engagement, to protect Client data within systems and infrastructure under Provider’s direct management and control.

10.3 Backups

Unless backup Services are explicitly defined in an SOW or written agreement:

  • Client remains primarily responsible for backing up its own data;
  • Provider does not guarantee that any ad-hoc or system-level snapshots will result in complete or restorable data.

10.4 Compliance

Where required, additional data protection, privacy, or regulatory compliance provisions (e.g., GDPR, HIPAA, or other frameworks) may be set out in a separate Data Processing Agreement or SOW.

11. Third-Party Services

Provider’s Services may depend upon, integrate with, or operate on top of third-party services and infrastructure, including but not limited to domain registrars, SSL certificate authorities, email providers, DNS services, content delivery networks (CDNs), and cloud infrastructure providers.

11.1 Third-Party Cloud Providers


DRUNDO LLC is not responsible for any downtime, service interruption, latency, degradation, or outage caused by
third-party cloud service providers, including but not limited to Cloudflare, Google Cloud Platform, Microsoft Azure,
Amazon Web Services (AWS), or any other external infrastructure or network provider.

11.2 Independence of Third-Party Providers

Client understands and agrees that third-party providers operate independently from DRUNDO LLC. Any outage, maintenance event, regional failure, DDoS attack, network degradation, SLA breach, or security incident affecting those third-party providers is outside the control and responsibility of DRUNDO LLC.

11.3 Third-Party Terms

Client may be required to accept and comply with the terms of service, acceptable use policies, or SLAs of independent third-party providers. DRUNDO LLC is not a party to those agreements and does not guarantee the performance or availability of these third-party services.

11.4 SLA Credits and Remedies

No refunds, SLA credits, or other financial remedies will be issued by DRUNDO LLC for downtime or issues attributable to third-party services or infrastructure, including but not limited to Cloudflare, Google Cloud Platform, Microsoft Azure, Amazon Web Services (AWS), or others.

12. Limitation of Liability

12.1 Liability Cap

To the maximum extent permitted by applicable law, Provider’s total aggregate liability arising out of or relating to this Agreement, whether in contract, tort, or otherwise, shall be limited to the total amount of service fees paid by
Client to Provider during the three (3) months immediately preceding the event giving rise to the claim.

12.2 Exclusions

In no event shall Provider be liable for:

  • Indirect, incidental, special, consequential, or punitive damages;
  • Loss of revenue, profit, business, or anticipated savings;
  • Loss or corruption of data (except where expressly covered by a separate written agreement);
  • Client errors, misconfigurations, or unauthorized changes to systems managed by Provider;
  • Security incidents caused by Client’s negligence, compromised credentials, or failure to follow recommended practices;
  • Any matter outside Provider’s reasonable control, including force majeure events.

12.3 Third-Party Provider Disclaimer


DRUNDO LLC is not responsible for downtimes, outages, service interruptions, latency, degradation, or any unavailability of the Services that are caused by third-party cloud service providers, including but not limited to Cloudflare, Google Cloud Platform, Microsoft Azure, Amazon Web Services (AWS), and others.

Client acknowledges that any SLA or remedy pertaining to third-party cloud providers is governed exclusively by the terms between Client and the respective third-party provider.

13. Term & Termination

13.1 Term

Unless otherwise specified in an SOW, this Agreement operates on a month-to-month basis from the date Client first uses the Services or signs an applicable SOW.

13.2 Termination by Client

The Client may terminate the Services at any time by providing written notice to the Provider. As stated in Section 4.2, there are no termination fees.

13.3 Termination by Provider

Provider may suspend or terminate Services, in whole or in part, with immediate effect if:

  • Client fails to pay undisputed invoices after reasonable notice;
  • Client engages in illegal, abusive, or fraudulent activities;
  • Client materially breaches this Agreement or the Acceptable Use Policy;
  • Client’s use of the Services poses a security, legal, or operational risk to Provider or other clients.

13.4 Effect of Termination

Upon termination:

  • Provider will cease providing the Services;
  • Client remains responsible for all outstanding payments due up to the termination effective date;
  • Upon request, Provider will make reasonable efforts to hand over credentials, configuration files, and relevant documentation;
  • Migration or offboarding assistance may be provided by Provider at its standard hourly or project rates, unless otherwise agreed.

14. Acceptable Use Policy (AUP)

Client agrees not to use the Services for any unlawful, abusive, or harmful purpose. The following activities are
strictly prohibited:

  • Hosting or distributing illegal content or material that infringes on intellectual property rights;
  • Running malware, ransomware, or intentionally harmful code;
  • Phishing, fraud, spamming, or abusive mass emailing;
  • Unauthorized penetration testing or scanning without written approval from all affected parties;
  • Cryptocurrency mining without Provider’s explicit written consent;
  • Any activity that could reasonably lead to degradation of service for other clients or cause the involvement of law enforcement.

Provider reserves the right to suspend or limit Services when necessary to protect its infrastructure, other clients,
or comply with legal obligations.

15. Governing Law

This Agreement shall be governed and construed:

  • In accordance with the laws of the State of Delaware, United States, for Clients primarily operating in the United States; or
  • In accordance with the laws of the European Union and/or the Republic of Bulgaria, for Clients primarily operating in the European Union, unless otherwise agreed in writing.

Any dispute arising out of or relating to this Agreement shall be subject to the exclusive jurisdiction of the courts having authority under the applicable governing law.

16. Entire Agreement

This Agreement, together with any applicable SLA, SOW, and any other written addenda or policies explicitly referenced herein, constitutes the entire agreement between Provider and Client and supersedes all prior or contemporaneous
discussions, proposals, or understandings, whether written or oral, related to the subject matter hereof.