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These product terms apply to Terrain Apps, provided by Terrain Systems Ltd. They set out only what is specific to Terrain Apps; everything else is governed by our Terms & Conditions, Privacy Policy and Cookie Policy. If you have a signed agreement with us (a Master Software Services Agreement, order form or statement of work), that agreement takes precedence over these pages to the extent of any conflict.

1. The service

Terrain Apps are bespoke internal software tools, designed and built to fit a specific customer's business. Each customer's application is scoped, developed and delivered under a signed agreement and statement of work, then hosted and supported by us as a cloud service. Each deployment runs on its own dedicated database, authentication application and storage; nothing is shared with other customers.

Terrain Apps are intended for business use by the customer's staff, contractors and other users the customer authorises. They are not consumer products. Each customer accesses its application at its own address on terrainapps.com (for example yourcompany.terrainapps.com).

2. Your agreement with us

Every Terrain Apps customer contracts with us under a signed agreement. These pages summarise our standard position for transparency and procurement; the signed agreement is the definitive statement of scope, deliverables, fees, service levels and liability.

3. Accounts and authorised users

The customer controls who may access its deployment and is responsible for managing its authorised users, their roles and permissions, and for keeping credentials confidential. Notify us promptly of any actual or suspected unauthorised access.

4. Licence, intellectual property and acceptable use

We grant each customer a non-exclusive, non-transferable licence to use its application for the duration of its agreement. Under our standard agreement, the customer owns the deliverables built specifically to its requirements, and retains full ownership of its data, materials and branding; we retain ownership of our pre-existing software, reusable components, frameworks and know-how, licensed to the customer to the extent incorporated in its application.

The acceptable-use rules in our Terms & Conditions apply. In addition, customers must not use Terrain Apps to develop competing software or provide the application to third parties as a service bureau, except as agreed in writing.

5. Fees and payment

Fees are set out in each customer's order or statement of work, and typically comprise a one-time implementation fee and a recurring subscription covering platform access, hosting, security patching, maintenance and support. Our standard terms: invoices are payable within 14 days, subscriptions are payable annually in advance from go-live, and all fees are exclusive of VAT. Late payment attracts statutory interest under the Late Payment of Commercial Debts (Interest) Act 1998, and we may suspend access for sustained non-payment after notice.

6. Support, availability and maintenance

  • Support hours: Monday to Friday, 09:00 to 17:00 UK time, excluding public holidays in England and Wales, by email and telephone.
  • Response targets: critical incidents (complete loss of service) within 4 business hours; high within 1 business day; medium within 2 business days; low within 5 business days. These are targets to begin investigation, not guaranteed resolution times.
  • Availability: we use commercially reasonable efforts to achieve at least 99.5% availability each calendar month, excluding scheduled and emergency maintenance and causes outside our control. This is a service objective, not a warranty. Each deployment has its own status page.
  • Maintenance: scheduled maintenance is performed outside normal UK business hours where reasonably practicable, with advance notice of anything likely to cause material disruption.

Individual agreements may set different or additional service levels; the signed agreement prevails.

7. Data protection

For the data a customer holds in its application, the customer is the controller and we act as processor. Data-processing terms form part of each signed agreement, covering documented instructions, confidentiality, security measures, breach notification, subprocessors, international transfers, and deletion or return of data at exit. See the Terrain Apps Privacy Notice, the Terrain Apps Data Processing Agreement and our subprocessor list. A standalone Data Processing Agreement is available countersigned on request.

8. Security addendum

In addition to the practices in our Security & Trust Centre, the following is specific to Terrain Apps:

  • Per-customer isolation: each deployment has its own database, authentication application and file storage. Customer data is never pooled.
  • Private file handling: uploaded reports, photographs and signatures are private by default and served only through short-lived signed links.
  • Access control: role-based permissions (for example administrator, auditor, reviewer, management) with multi-factor authentication available through our managed identity provider.
  • Audit trail: actions on audits and records are logged for accountability.
  • Backups: routine backups of production systems, with restoration on a reasonable-efforts basis.

Customer responsibilities: managing users and permissions, credential hygiene, the lawfulness and accuracy of data uploaded, and keeping exports of data the customer needs for its own retention obligations.

9. Suspension, termination and exit

Under our standard agreement, either party may terminate for unremedied material breach or insolvency, and for convenience on 90 days' written notice not expiring before the end of the initial 12-month term. On termination the customer may request an export of its data within 30 days, after which we delete it in accordance with the data-processing terms, subject to legal retention requirements.

10. Liability

The liability position in our Terms & Conditions applies: neither party's liability for death or personal injury caused by negligence or for fraud is limited; indirect and consequential losses are excluded; and aggregate liability is capped at the fees paid in the 12 months before the claim.

11. Governing law

These terms are governed by the laws of England & Wales, with the exclusive jurisdiction of the courts of England & Wales.

12. Contact

Contract, DPA or procurement questions? Email terraincafm@gmail.com.