Managed Service Agreement

1. What Is Managed Phaset?

Managed Phaset is a hosted version of Phaset where you don't need to handle any of the the infrastructure or operations. You get access to a dedicated Phaset instance without needing to set up or maintain servers.

What You Get

Software License Included:

Managed Phaset includes a Phaset Plus license as part of the service.

This means you get:

• All Phaset Plus features
• Unlimited users
• Unlimited organizations
• All updates for the current major version

Important: This license is valid only while your Managed Phaset subscription is active. If you cancel, you'll need to purchase a separate license to self-host.

Hosting & Infrastructure:

• Dedicated Phaset instance
• Your backend API hosted on EU-based VM
  • Currently this is provided by Scaleway, a French company, with the infrastructure located in the Paris region
  • Sustainable, high-capacity servers with 2 vCPU, 8GB RAM, 50GB storage
  • SSL/TLS certificates managed automatically
• Your frontend (static web application) hosted on Cloudflare Pages (with global CDN)

Maintenance & Operations:

• Automated daily backups (30-day retention)
• Hardened VM setup
• Security patches applied promptly
• Software updates deployed within minutes of release
• System monitoring and health checks
• 99.0% monthly uptime target (see Section 3)

Access & Control:

• All features from the Phaset Plus license plan
• Full data export available by request

Support:

• Email support (handled outside my day job hours - European business hours)
• 72-hour response time for non-critical issues
• Priority handling for critical issues
• Automatic crediting for SLA breaches
• Quarterly check-in (optional)

Getting Started:

• Instance provisioned within 24 hours of signup and sending me answers to a set of optional technical questions (SSO, SCIM, your domain name under phaset.dev...)

What's NOT Included

To keep this service simple and affordable, the following are not provided:

• Custom feature development or modifications (except roadmap input)
• 24/7 emergency support or phone support
• On-site assistance or hands-on training
• Data migration from other platforms (please use provided tools on the phaset.dev website)
• Guaranteed response times (48h is the target but can't be guaranteed)
• Multi-region or multi-instance deployments
• Deployments into customer environment

Beta Features & Experimental Functionality

Managed Phaset may include beta/experimental features clearly labeled in the UI. These are provided "as is" for testing and feedback. See Section 13 for full details.

Beta features are:

• Clearly labeled as "Beta" or similar in the UI
• Subject to change or removal without notice
• Not covered by SLA guarantees
• Provided "as is" for your testing and feedback

Your choice:

• You can enable/disable beta features in settings
• Your expressly communicated feedback helps decide what becomes permanent
• Announcements made when beta features graduate to stable

2. Pricing & Payment

Service Fee

Current pricing is available at phaset.dev/pricing.

Managed Phaset is offered as:

• Monthly subscription: Billed monthly in advance
• Annual subscription: Billed annually in advance with discount

Your specific pricing is confirmed at time of purchase and shown on your invoice.

Payment Methods

• Credit card (via Polar.sh)
• Invoice available upon request for Swedish customers

Switching Payment Options

Contact [email protected] for any questions on this.

Late Payment

If payment is more than 14 days late:

• Late fee applies (amount specified in your billing notification)
• Service will be suspended after 30 days of non-payment

You'll receive reminders before suspension. If you're having payment issues, contact me—I'd rather work it out than cut you off.

Price Changes

Pricing may be adjusted with at least 30 days notice. Current pricing is always available at phaset.dev/pricing.

For monthly subscribers:

• New price applies to next billing cycle after notice period
• You'll be notified by email before any price change

For annual subscribers:

• Your current annual term is protected (price locked at your original subscription rate)
• New price applies only at renewal
• You can cancel before renewal to avoid new price

If you don't accept the new price, you can cancel before it takes effect.

No Hidden Fees

What you see is what you pay. No setup fees, no per-user fees, no surprise charges.

Invoicing

Invoices are only provided to Swedish customers on request. Invoices are sent via email at start of each billing period to your billing contact.

Please note that 25% VAT will be added to the total price for such invoices.

If you've lost your copy, you'll need to contact [email protected] for a new copy.

3. Service Level Target

What's Promised

The target is 99.0% monthly uptime for your Phaset instance. The goal is to supply a much higher, real-life experience, but 99.0% is where we draw the bottom line for what you should expect.

What this means:

• Maximum ~7.2 hours downtime per month (roughly 43 minutes per day average)
• Measured per 30 days using Pulsetic in addition to an internal APM tool
• Calculated as: (Total Minutes - Downtime Minutes) / Total Minutes
• Only full months count; e.g. if a Managed Phaset subscription starts on the 15th, the SLA period starts counting only from the 1st the month after

This is a target, not a guarantee. The target is set relatively low, in order to normally far exceed this target.

What Counts as Downtime

"Downtime" is when your Phaset instance is not accessible via the web interface or API.

What Doesn't Count

The following are excluded from uptime calculations:

• Scheduled maintenance (announced 7 days in advance, typically <1 hour)
• Emergency security patches
• Issues you cause (misconfigurations, excessive API usage, etc.)
• Latency (e.g. "being slow")
• Your internet/network problems
• Force majeure (e.g. natural disasters, infrastructure provider outages, etc.)
• DDoS attacks or security incidents

If the Target Is Missed

Important: Subscriptions are extended rather than issuing small refunds. This keeps things simple and means you get more value than a few dollars back.

If monthly uptime falls below 99.0%, here's what happens:

98.0% - 98.9% (3-7 hours downtime):

• Your subscription will be extended by 3 days free

97.0% - 97.9% (7-11 hours downtime):

• Your subscription will be extended by 1 week free

Below 97.0% (>11 hours downtime):

• Your subscription will be extended by 1 month free

How to Claim Extensions

You will automatically receive extensions at the start of the month if you are entitled to any.

Maximum Annual Extensions

Extensions are capped at 3 months free per year as measured from your starting date, e.g. March 15 (year 1) to March 14 (year 2).

Status & Transparency

Public status page: status.phaset.dev

• Real-time uptime status
• Scheduled maintenance calendar
• Incident history

Your own Phaset status page: status.<name_or_id>.phaset.dev

• Password protected
• Real-time uptime status
• Scheduled maintenance calendar
• Incident history

Proactive notifications:

• Major incidents: Email within hours of detection
• Scheduled maintenance: Email 3 days in advance

Infrastructure provider outages:

If the infrastructure providers (Scaleway and Cloudflare) have an outage this is not counted toward the SLA (it's excluded as force majeure).

Provider reliability is actively monitored and providers will eventually be switched if needed to maintain service quality.

4. Your Responsibilities

To make this work smoothly, you need to abide by some simple rules.

Reasonable Use:

• Don't abuse the service
• Keep support requests reasonable and not overly many
• Don't try to hack or exploit the infrastructure

Account Security:

• Keep your login credentials secure
• Don't share your account with anyone

Communication:

• Respond to security notices promptly
• Keep your contact email current
• Report security incidents, findings, or anything suspicious

Backups:

• Automated backups are maintained of your operational data
• No liability if backup restoration fails

Compliance:

• Use the service in compliance with applicable laws
• Don't use it for anything illegal or harmful

5. Data Ownership & Privacy

Your Data Stays Yours

All data in your Managed Phaset instance belongs to you. It's not owned, sold, or used for anything except running your instance and provided any services otherwise described in this document.

Data Location

Your data is stored in the EU (currently France via Scaleway). Infrastructure providers that do primary processing of your data may change but will stay within the EU.

Data Security

The following security measures are implemented:

• HTTPS for both API and web application
• Hardened VM instance
• Regular security patches
• Access controls
• Automated backups

Data Access

Your data is only accessed when:

• You request support and investigation is needed
• System maintenance requires it
• Required by law

All access is subject to our confidentiality obligations (see Section 6).

Your data is never accessed for analytics, marketing, or any other purpose.

Data Export

You can export your data, at no cost, anytime by contacting [email protected].

GDPR Compliance

Phaset acts as a data processor; you're the data controller. GDPR requirements applicable to processors are followed.

See the Privacy Policy for full details.

Security Incidents

If a security incident affecting your data is detected:

Within 24 hours:

• Email notification with what's known
• Initial assessment of impact

Within 48 hours:

• Incident report
• Actions taken to resolve it
• Your recommended actions (if any)
• Timeline for resolution

GDPR compliance: Appropriate data protection authorities will be notified within 48 hours if required by law.

Security is taken seriously and there will be transparency about any incidents.

Subprocessors

Third-party services process personal data to provide Managed Phaset.

For a complete list of subprocessors, their locations, purposes, and data processing details, see: phaset.dev/subprocessors.html

All subprocessors comply with GDPR through appropriate safeguards.

Changes: Subprocessors may change to improve service. If so, you'll be notified 30 days in advance.

6. Confidentiality

The Basics

What this covers:

• Your data and business information
• Details you share in support requests
• Phaset's technical implementation and business details
• Anything that's obviously meant to be private

What we won't do:

• Share your information with others (except infrastructure providers who need it to run your instance)
• Use your data for anything except running your service
• Snoop around in your data (we only look when you ask for help)
• Talk about your configuration, usage, or business publicly

What you shouldn't do:

• Share details about Phaset's infrastructure, source code, or architecture
• Disclose pricing information you learned through private channels

How long: These obligations last during your subscription and for 3 years after. Your actual data stays confidential forever (or until you make it public).

If something goes wrong: If either of us accidentally exposes confidential information, we'll notify each other within 48 hours and work together to fix it.

Legal disclosures: If required by law to disclose information, we'll notify you first if legally allowed and only share what's required.

7. Cancellation & Refunds

Right of Withdrawal Within 14 Days

If Managed Phaset isn't right for you, cancel within 14 days of your first payment for a full refund. No questions asked.

Cancellation

After 14 days, you can cancel anytime.

For subscriptions handled via Polar.sh, simply log into your Polar.sh customer portal and cancel from there.

For subscriptions handled via invoice, email [email protected] with "Cancel Managed Phaset" in the subject line.

Service continues through to the end of your subscription. There are no refunds after the "right of withdrawal" period (14 first days after purchase).

After Cancellation

Access period:

• Service continues until end of paid period
• No immediate shutdown upon cancellation request

Data export window:

• 30 days after service ends to request data export
• After 30 days, data may be permanently deleted

Reactivation:

• You can resubscribe anytime
• May require new setup (new instance)
• Previous data not retained beyond 30-day window

Annual Subscriptions

If you paid annually:

• 14-day full refund still applies
• After 14 days, there are no refunds for unused months (but you keep access through your subscription period)

8. What Happens If I Shut Down

Reality check: This is run as a side project. If circumstances change and it can't continue:

Minimum 90 days notice:

• The shutdown will be announced publicly
• You'll have at least 90 days to migrate
• Full data export will continue to be provided
• Documentation for self-hosting migration will be shared

Bankruptcy/Force Majeure:

• If continuation is literally impossible (e.g. bankruptcy, disaster, adverse health condition...), best effort will be made to give 30 days notice
• Data export will still be provided
• Refunds subject to available funds

Your protection:

• Monitor announcements if this matters to your business
• Download your data regularly (you can export anytime)
• Consider migrating to the self-hosted version

9. Limitations & Liability

Maximum Liability

Total liability for any claims is limited to:

• Monthly subscribers: 1 month of fees paid
• Annual subscribers: 10 months of fees paid

Not Liable For

There is no responsibility for:

• Lost profits, data, or business opportunities
• Downtime beyond SLA credits
• Third-party service failures (infrastructure provider, DNS, CDN)
• Issues caused by your actions or configurations
• Force majeure events (e.g. natural disasters, infrastructure provider outages, etc.)

"As Is" Service

Managed Phaset is provided "as is." While hard work goes into making it reliable, there can be no guarantee of:

• Zero bugs or perfect performance
• Specific feature availability
• Compatibility with all your tools
• Meeting your specific needs

EU consumer rights: If you're an EU consumer, mandatory rights that can't be waived still apply.

Your Responsibility

You agree to:

• Protect Phaset from claims arising from your use of the service
• Not hold Phaset liable beyond the stated limits
• Handle your own insurance needs if this is business-critical

10. Changes to This Agreement

This MSA may be updated to:

• Reflect new features or services
• Comply with legal requirements
• Improve clarity

How it works:

• Updates posted on phaset.dev
• Material changes: 30 days email notice
• Continued use means you accept changes
• If you don't accept, cancel before changes take effect

Important changes (pricing, SLA, major terms) always come with 30 days notice.

11. Termination by Phaset

Your service can be terminated if:

Immediate termination:

• You violate this Agreement
• You engage in fraud or abuse
• You use the service for illegal purposes
• You don't pay after 30 days

With notice:

• Phaset is shutting down (see Section 8)
• Termination needed for business reasons (30 days notice + refund of unused time)

If terminated:

• You get data export
• Unused prepaid time is non-refundable
• All rights to the service end immediately

12. Support Details

How Long You Receive Support

Support is part of Managed Phaset so is contingent on you having a paid, active subscription.

Who Is Covered By Support

You are welcome to involve a small number of individuals to raise support requests from your organization. Support may be temporarily rejected if the number of tickets and/or individuals becomes excessive.

What Support Covers

Technical issues:

• Instance not accessible
• Features not working
• Integration problems
• Critical performance issues

Account issues:

• Billing questions
• Switching between monthly/annual subscriptions
• Changing payment methods (credit card, invoice)
• Access problems
• Configuration help

General questions:

• How-to guidance
• Feature explanations
• Best practices

What Support Doesn't Cover

• Teaching you how to use Phaset (see documentation)
• Custom development beyond roadmap input
• Third-party integration issues (unless it's an official Phaset integration)
• Issues caused by your modifications or misconfigurations

Response Times

Target: Max 48 hours

Critical issues: Best effort ASAP, typically within hours

Non-critical: Up to 48 hours

These are targets, not guarantees. This is a small operation—be reasonable.

Support Abuse

If support requests become excessive (e.g. >10 unique cases per month) or abusive:

• Responses may be limited
• A consulting engagement may be required for extensive help
• Service may be terminated if behavior is unreasonable or abusive

13. Legal Stuff

Entire Agreement

This Managed Service Agreement and the Software License Agreement is the complete agreement between us.

Trademark & Branding

You may:

• State publicly that you use Phaset
• Link to phaset.dev from your internal documentation
• Use any officially provided logotypes, wordmarks or other branding assets (see more below)

You may not:

• Imply partnership, sponsorship, or similar without written permission
• Modify Phaset logos or trademarks
• Use Phaset branding to promote your own products or services

Governing Law

Swedish law applies. Any disputes will be handled under Swedish jurisdiction.

Dispute Resolution

1. Talk it out: 30 days good faith discussion
2. If that fails: Binding arbitration under mutually agreed rules
3. Either party can seek injunctions for IP/confidentiality issues

Severability

If part of this is unenforceable, the rest remains valid.

No Partnership

This doesn't create employment, partnership, or agency relationship.

Assignment

You can't transfer this agreement without consent. It may be assigned (but you'll be notified).

Infrastructure Changes

Infrastructure providers may be changed to improve service quality, reduce costs, enhance sustainability, or address provider issues.

If providers are switched:

• 30 days advance notice via email
• Data remains in EU
• Zero-downtime migration (target, though brief maintenance may be needed)
• You can cancel with refund of unused time if you don't approve

Why providers might be switched: Better performance, cost optimization, sustainability improvements, or reliability concerns with current provider.

Language

English version controls. Translations are for convenience only.

14. Contact

Questions? Issues? Ideas?

Email: [email protected]
Website: phaset.dev
Documentation: docs.phaset.dev

For support: Include your account email and instance URL
For cancellation: Subject line: "Cancel Managed Phaset"
For billing: Subject line: "Billing Question"
To switch payment plans: Subject line: "Change Payment Plan" (specify monthly↔annual or payment method)