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Terrain CAFM is in pre-release. These terms are provisional and take effect at general availability; early-access customers are governed by their signed agreement or order form.

These product terms apply to Terrain CAFM, provided by Terrain Systems Ltd at app.terraincafm.com. They set out only what is specific to Terrain CAFM; everything else is governed by our Terms & Conditions, Privacy Policy and Cookie Policy. A signed agreement or order form takes precedence over these pages to the extent of any conflict.

1. The service

Terrain CAFM is a hosted, multi-tenant computer-aided facility management service for facilities management and consulting businesses. It is built around a base platform (including the Maintenance Audit module, hosting, security patching and maintenance) with optional add-on modules, which may include Minutes of Meeting, Project Management, Asset Register, Maintenance Tendering, FM Contract Management, CAPEX Management and Technical Reporting. Module availability depends on your plan and release status.

Terrain CAFM is intended for business use by a customer's staff and, where the plan allows, external users such as contractors it invites. It is not a consumer product.

2. Subscription, capacity and fees

  • Model: a base platform subscription, plus optional module subscriptions and one-time module setup fees, plus capacity upgrade packs where usage exceeds the plan's included buildings and users.
  • Included capacity: each plan includes a defined number of buildings, staff users and external users.
  • Billing: subscriptions are payable annually in advance from go-live; invoices are payable within 14 days; fees are exclusive of VAT.
  • Renewal: subscriptions run for an initial 12-month term and renew automatically for successive 12-month periods unless either party gives at least 90 days' written notice.
  • Price reviews: we may adjust recurring fees annually with at least 30 days' notice.
  • Fair use: we may set reasonable limits on storage, bandwidth and API usage to keep the platform stable, and will propose a plan change where usage materially exceeds anticipated levels.

3. Accounts and authorised users

The customer manages its own users, roles and permissions, including any external users it invites, and is responsible for activity under its accounts. The acceptable-use rules in our Terms & Conditions apply.

4. 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 within 4 business hours; high within 1 business day; medium within 2 business days; low within 5 business days. Targets to begin investigation, not guaranteed resolution times.
  • Availability: commercially reasonable efforts to achieve at least 99.5% availability each calendar month, excluding scheduled and emergency maintenance and causes outside our control. A service objective, not a warranty.
  • Maintenance: performed outside normal UK business hours where reasonably practicable, with advance notice of material disruption.

5. Data protection

For the data a customer holds in Terrain CAFM, the customer is the controller and we are the processor under the Terrain CAFM Data Processing Agreement, which is incorporated into every subscription. See also the Terrain CAFM Privacy Notice and our subprocessor list.

6. Security addendum

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

  • Multi-tenant separation: Terrain CAFM is a shared platform in which every customer's data is logically separated and access-controlled.
  • Role-based access: administrator, staff and external-user roles, with multi-factor authentication available through our managed identity provider.
  • Private file handling: uploaded documents, photographs and reports are private by default and served through short-lived signed links.
  • Customer configuration responsibilities: assigning roles correctly, limiting external-user invitations to what is needed, and reviewing user access periodically.

7. Termination and exit

Either party may terminate for unremedied material breach or insolvency. On termination or expiry, the customer may request an export of its data within 30 days, after which we delete it in accordance with the Data Processing Agreement, subject to legal retention requirements.

8. Liability and governing law

The liability position and governing law in our Terms & Conditions apply: liability capped at fees paid in the preceding 12 months, indirect losses excluded, England & Wales law and courts.

9. Contact

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