Terms of Service

1. Service Agreement

These Terms of Service ("Terms") constitute a legally binding agreement between you ("Client") and Bharati IT Solutions Pvt. Ltd. ("Company", "we", "our", or "us"). By engaging our services, you agree to be bound by these Terms. Our services include IT infrastructure management, cybersecurity solutions, cloud services, and related consulting.

2. Service Scope & Deliverables

• Services will be detailed in individual Service Agreements or Statements of Work (SOW)
• Deliverables, timelines, and acceptance criteria will be clearly defined for each engagement
• Changes to scope require written approval and may result in additional charges
• We reserve the right to refuse services that conflict with our values or capabilities
• Emergency services may be provided outside normal scope at premium rates

3. Payment Terms & Billing

• Payment terms are typically Net 30 days from invoice date unless otherwise specified
• Late payments may incur interest charges at 2% per month or maximum allowed by law
• We accept payments via bank transfer, cheque, or approved digital payment methods
• All prices are in Indian Rupees (INR) and exclusive of applicable taxes (GST)
• Recurring services are billed monthly or quarterly as per the agreement
• Disputed invoices must be raised within 30 days of receipt

4. Service Level Agreements (SLAs)

• Critical systems: 99.9% uptime with 4-hour response time for critical issues
• Standard systems: 99.5% uptime with 8-hour response time for standard issues
• Planned maintenance windows will be scheduled during agreed low-usage periods
• SLA credits may apply for sustained service level failures as per individual agreements
• Force majeure events, client-caused issues, and third-party service failures are excluded from SLAs

5. Data Security & Confidentiality

We maintain strict confidentiality and security protocols. See our Privacy Policy and Data Protection Policy for detailed information. Key commitments include:

• ISO 27001 certified information security management practices
• End-to-end encryption for data in transit and at rest
• Regular security audits and penetration testing
• Confidentiality agreements with all staff and subcontractors
• Compliance with DPDP Act 2023, GDPR, and other applicable regulations

6. Limitation of Liability

Our liability is limited as follows, subject to Indian law:

• Total liability capped at the amount paid for services in the 12 months preceding the claim
• No liability for indirect, consequential, or punitive damages
• Client maintains responsibility for data backups and business continuity planning
• We are not liable for issues caused by client's failure to follow recommendations
• Force majeure events, natural disasters, and third-party failures are excluded

7. Intellectual Property

• Client retains ownership of their data and pre-existing intellectual property
• We retain ownership of our methodologies, tools, and general knowledge
• Custom-developed solutions ownership will be defined in individual agreements
• We may use anonymized client data for service improvement and benchmarking
• Third-party software licenses remain with their respective owners

8. Termination

• Either party may terminate with 30 days written notice for ongoing services
• Immediate termination allowed for material breach, non-payment, or insolvency
• Upon termination, we will provide reasonable assistance for service transition
• Client data will be securely returned or destroyed as per agreed procedures
• Survival clauses: confidentiality, payment obligations, and limitation of liability

9. Governing Law & Dispute Resolution

These Terms are governed by Indian law. Disputes will be resolved through:

• Good faith negotiations as the first step
• Mediation through recognized mediation centers if negotiations fail
• Arbitration under the Arbitration and Conciliation Act, 2015, seated in Pune
• Courts in Pune, Maharashtra have exclusive jurisdiction for any legal proceedings