Managed Service
The standard terms on which Veld provides its managed data-platform service — incorporated into every client’s signed Service Order.
These Managed Service Terms & Conditions (the “Terms”) apply to the managed service Veld Data (Pty) Ltd (“Veld”, “we”, “us”) provides to a client (“you”). They are incorporated into, and read together with, the Service Order you sign — which records the specific service, fees and dates for your engagement. Where the Service Order and these Terms conflict, the Service Order applies.
Veld keeps the Data Layer running, accurate and accessible. The Managed Service covers:
Who owns what is set out in section 4.
Your Service Order sets a monthly allocation of hours for advisory support and general ad-hoc requests. These hours are reserved and included in the fee whether or not used, and do not roll over month to month unless agreed in writing.
The Managed Service maintains and evolves your existing Data Layer. Anything materially new — for example a new business, a new business function, or a new data source — is scoped and quoted separately and agreed in writing before any work begins.
Support is provided during Business Hours, and issues are logged through the channel agreed in your Service Order. Veld uses commercially reasonable efforts to meet the targets below, and responds to critical issues on a best-efforts basis outside Business Hours.
| Severity | Description | Target response | Target resolution / workaround |
|---|---|---|---|
| Critical | Pipelines down, data unavailable, or production failure affecting the whole Data Layer | ≤ 4 Business Hours (best-efforts after-hours) | ≤ 1 Business Day |
| High | Degraded data quality, partial failure, or a source not updating | ≤ 1 Business Day | ≤ 3 Business Days |
| Normal | Minor issues, questions, and routine change requests | ≤ 3 Business Days | As scheduled / agreed |
Veld proactively monitors the platform and will tell you about any material issue it spots. These targets are best-efforts, not guarantees. The Managed Service assumes timely access and decisions from you, a stable source-system landscape, and active software subscriptions; Veld is not responsible for delay or failure caused by those, by third-party or source-system outages or changes, or by events beyond its reasonable control.
Veld operates and maintains the live Data Layer for the term of the Managed Service, and is responsible for keeping it running, accurate and accessible.
You own the build as delivered, and you own everything built on top of the Data Layer — reports, dashboards, agentic development and related code. Veld’s role with that downstream layer is advisory only.
Veld keeps ownership of its pre-existing methods, tools, templates and know-how, and grants you the right to use them as part of the delivered build. On termination you keep the build as delivered, and Veld hands over relevant access, credentials and documentation. Without the Managed Service, the Data Layer’s accuracy and reliability will degrade over time, because the pipelines, schema, semantic model and access all need active upkeep.
The fee, billing cycle and any minimum term are set out in your Service Order. Unless stated otherwise there, the Managed Service is billed monthly in advance and each invoice is payable within the period stated in the Service Order.
Each party will keep the other’s Confidential Information confidential, use it only for the engagement, and disclose it only to its staff or advisers who need it for that purpose and who are under similar confidentiality obligations.
This does not apply to information that is or becomes public other than through a breach, that a party already lawfully held, or that it develops independently. A party may disclose Confidential Information where required by law, giving the other prior notice where it lawfully can.
Each party complies with POPIA for personal information handled under the engagement. Veld processes personal information only to run the Managed Service and on your instructions, with reasonable technical and organisational security in place.
The parties will put an operator / data-processing agreement in place before personal information flows to production, covering any cross-border or artificial-intelligence-processor transfers. Each party will tell the other promptly if it becomes aware of a security compromise affecting the other’s personal information.
The start date and initial minimum term are set out in your Service Order. After the initial term the Managed Service continues until ended by either party on the notice stated in the Service Order (30 days’ written notice unless stated otherwise).
Either party may end the agreement sooner on written notice if the other commits a material breach it does not remedy within fourteen (14) days, or becomes insolvent. On termination you keep full ownership of the build as delivered, and Veld hands over access, credentials and documentation. As noted in section 4, the Data Layer needs active upkeep to stay reliable.
Veld will perform the Managed Service with reasonable skill and care. Beyond that, and to the maximum extent permitted by law, all warranties, conditions and terms implied by law are excluded.
Neither party is liable to the other for any indirect or consequential loss, or for loss of profit, revenue or data. Each party’s total aggregate liability under the agreement is capped at the fees paid in the three (3) months before the event giving rise to the claim. Nothing excludes or limits liability that cannot be excluded or limited by law.