Standard Work Order Terms

1. What these terms cover

These Standard Work Order Terms ("Work Order Terms") apply to project work that Tera LLC, doing business as Tera Systems ("Tera Systems", "we", "us"), does for you under a quote, proposal, statement of work, work order or custom project price accepted in our client portal (each an "Order"). Examples include IT and network setup, cloud work, software and data-pipeline builds, IoT installations and 3D printing jobs.

These Work Order Terms add to our Terms of Service at terasystems.io/terms. If they conflict, this order applies: first your Order, then these Work Order Terms, then the Terms of Service.

2. Quotes and accepting an Order

• A quote is valid for 30 days unless it says otherwise.
• Custom quotes are issued only by an authorized Tera Systems admin in our client portal, and are paid through the same secure checkout as our listed prices.
• You accept an Order by signing it, confirming it in writing (email is fine), accepting it in our client portal, or paying for it.
• Prices in a quote are based on the information you gave us. If that information turns out to be wrong or incomplete, we will tell you before doing extra work.

3. Scope and changes

• We do the work described in your Order. Anything not listed is out of scope.
• Either of us can ask for a change. We will tell you in writing how the change affects price and schedule, and we start the change only after you approve it in writing or in the client portal.
• Out-of-scope work you approve is charged at the rate in your Order, or at a price we agree in writing.

4. What we need from you

• Timely access to the people, information, systems, accounts and sites needed for the work.
• Decisions and approvals when we ask for them.
• Confirmation that you own, or are allowed to give us access to, every system and account we work on.
• Current backups of your data before we start, unless backups are part of your Order.
• For on-site work, a safe place to work and someone who can let us in.

If something we need is late, the schedule moves by the same amount of time, and any extra effort it causes may be charged as a change under section 3.

5. Schedule and visits

• Dates in an Order are our best estimate. We will tell you promptly if a date is at risk.
• To reschedule or cancel a booked visit or session, tell us at least 24 hours ahead. A later cancellation, or a visit where we cannot get access, may be charged as stated in your Order.
• We are not responsible for delays caused by you, your other vendors, shipping, or events outside our reasonable control.

6. Prices, payment and materials

• Your Order says whether the work is a fixed price or charged by time and materials, and whether a deposit is due before we start.
• Invoices are due on receipt unless your Order says otherwise. We may pause work while a payment is overdue. Amounts more than 30 days overdue may be charged a late fee of 1.5% per month, or the highest rate the law allows if that is lower.
• Payments are processed by Stripe. Taxes are extra where they apply.
• Hardware, software licences, hosting and other materials are billed as listed in your Order. We buy them only after you approve them.
• 3D printing jobs are priced by the formula shown at checkout or in your Order, based on the material and the size of the job.

7. Checking and accepting the work

• When we deliver work, you have 5 business days to check it and tell us in writing about anything that does not match the Order.
• We fix anything that does not match the Order at no extra charge.
• Work is accepted when you confirm it, when the 5 business days pass without a written report, or when you start using it in your business, whichever comes first.

8. Workmanship warranty

• For 30 days after acceptance, we will fix, at no charge, problems caused by a defect in our own work that you report in writing.
• This warranty does not cover changes made by you or anyone else, misuse, new requirements, or problems caused by third-party products and services. Those products come with their own warranties, which we pass on to you where we can.
• Apart from this warranty and anything stated in your Order, the disclaimers in our Terms of Service apply.

9. Cancelling an Order

• Project work can be cancelled by written agreement of both of us.
• If an Order is cancelled, you pay for work already done, materials already bought, and third-party costs we cannot get back.
• Managed service agreements with a term longer than two months can be ended by either of us with two months' written notice, unless your Order says otherwise.
• Subscriptions bought on our website or client portal follow our Terms of Service: they end at the end of the billing period you have already paid for.

10. Who owns the work

• Once you have paid in full, you own the deliverables we create specifically for you under your Order, unless the Order says otherwise.
• We keep ownership of our own tools, templates, code libraries and know-how that existed before your Order or that we use for many clients. Where these are part of your deliverables, you get a permanent licence to use them as part of those deliverables.
• Open-source and third-party components stay under their own licences.

11. Confidentiality

Each of us will keep the other's non-public business information confidential and use it only for the Order. This does not apply to information that is already public, that the other party already had, or that the law requires us to disclose. This promise continues after the Order ends.

12. Access, passwords and your data

• We use the access you give us only for the Order.
• We store passwords and keys you give us in our password manager, never in email or chat. When the work ends, we remove our access or ask you to change the passwords.
• We handle personal information as described in our Privacy Policy at terasystems.io/privacy.

13. Subcontractors

We may use trusted technicians or subcontractors for parts of the work. They must keep your information confidential, and we remain responsible for their work under your Order.

14. Liability

The limitation of liability in our Terms of Service applies to every Order. For project work, our total liability is limited to the amount you paid us under the Order involved in the 12 months before the claim.

15. General

These Work Order Terms are governed by the laws of the State of Connecticut, and any court case will be brought in the state or federal courts located in the State of Connecticut, unless the law requires otherwise. The general terms in section 17 of our Terms of Service also apply.

16. Contact us

Tera LLC · 8 Norden Pl, Norwalk, CT 06855 · Email: support@terasystems.io · Website: terasystems.io