Terms of Service & SLA
Last updated: October 2026
1. Acceptance of Terms
By accessing and using the Senti MCS Ltd website and services, you agree to be bound by these Terms of Service. If you do not agree with any part of these terms, please do not use our services.
2. Services
Senti MCS Ltd provides managed IT services, cybersecurity solutions, cloud infrastructure management, and IT consulting. The specific scope of services provided to each client is defined in a separate Service Agreement.
3. Service Level Agreement (SLA)
We commit to the following service levels for managed service clients:
- 99.9% guaranteed uptime for monitored infrastructure.
- 15-minute average response time for urgent priority tickets.
- 1-hour response time for high priority issues.
- 4-hour response time for normal priority requests.
- 24/7 emergency support for critical incidents.
- Monthly system health reports and quarterly business reviews.
4. Client Responsibilities
Clients agree to:
- Provide timely access to systems and information required for service delivery.
- Maintain accurate and up-to-date contact information for support purposes.
- Promptly report any issues or incidents that may affect service quality.
- Comply with agreed payment terms and schedules.
5. Fees & Payment
Service fees are as set out in your Service Agreement. Invoices are payable within 30 days of the invoice date unless otherwise agreed in writing. Late payments may incur interest charges.
6. Intellectual Property
All content, software, and materials provided by Senti MCS Ltd remain our intellectual property unless otherwise stated. Client data remains the property of the client at all times.
7. Limitation of Liability
To the maximum extent permitted by law, Senti MCS Ltd shall not be liable for any indirect, incidental, or consequential damages arising from the use of our services. Our total liability shall not exceed the fees paid by the client in the three months preceding any claim.
8. Termination
Either party may terminate services with 30 days' written notice. Upon termination, we will facilitate a smooth transition and return all client data within 14 days.
9. Contact
For questions about these Terms, please contact us at sentimcs@gmail.com.