By accessing and using Telos, you agree to comply with and be bound by these Terms of Use and the Telos Master Services Agreement. If you do not agree, please do not use our services. Telos is provided by Telos NZ Limited. We reserve the right to modify or discontinue services at any time.
The Telos Service will continue until it is cancelled by either party by giving 30 days notice in writing. Either party can cancel individual support or development services at any time and service will continue until the end of the current billing period. No refund will be provided following cancellation.
A master account will be created for the Customer (under BAU and build modes) using an email account provided by the customer or using an App Domain that will be managed by Telos. All service accounts will be controlled by the master account.
Upon service cancellation, your master account and all associated service accounts will be automatically cancelled unless you specifically request a transfer to your direct management. If you choose to retain control of your third-party service accounts, the transfer process will be completed within 10 working days, at which point you will assume full responsibility for the ongoing management, billing relationships, and contractual terms with those service providers.
Following cancellation, your blueprint and all customer data will be permanently deleted from Telos systems within 30 days to ensure complete data privacy and security. To preserve your digital assets, you may request a complete export of your blueprint and associated documentation at any time during this 30-day retention period. We strongly recommend requesting this export immediately upon cancellation to ensure you retain access to your technical documentation and configurations for future use.
BAU mode includes the following:
- Use of Telos platform, including a digital blueprint with an AI-enabled service desk
- Management of your application resources, services and infrastructure
- Security scanning, availability and error monitoring
- Design, planning and testing of development work
- Application Support – including up to 20 support credits per month
- Support during NZ business hours
Licence fees and consumption charges for new third-party products and services may be incurred by Telos on your behalf when required for service delivery. The monthly consumption charges for new services will be agreed in advance. Telos will sign-up to new third-party services and incur these costs on your behalf. If decisions are made that will cause the costs to exceed the agreed Consumption Cap per month, sign-off will be required from the customer.
A 10% surcharge will be added to consumption charges for any third-party services that Telos procures and pays for on your behalf. This surcharge does not apply to services you pay for directly.
The Telos Platform provides a statement of licence and consumption charges showing all costs incurred by Telos on your behalf.
Application support provides assistance with troubleshooting and resolving usage, data and system-related issues for your applications. Your monthly plan includes a predetermined number of support credits that reset each month and do not carry forward to subsequent months.
Each standard support request consumes one credit and covers typical activities including bug fixes, minor enhancements, routine infrastructure, meetings and planning. Support credits are allocated when a ticket is raised, regardless of the time required to resolve the issue. For any requests containing development work, the scope will be assessed and priced in credits based on the complexity and size of the work required, which may require additional development credits to be purchased beyond your monthly allocation.
All support services are managed through the Telos Platform, which provides real-time visibility of your support requests, credit usage, and application performance metrics. Additional support credits may be purchased at any time to accommodate larger applications or when managing multiple applications that exceed your base allocation.
Support services are delivered in accordance with the service level commitments outlined in Section 15, ensuring predictable response times and resolution standards for your business-critical applications.
Development services can be purchased with a monthly subscription or ad-hoc and will be managed via the Telos Platform.
Development work will be completed as a Fixed Price per ticket in the Telos platform, where each ticket forms a Cycle as defined in the Master Services Agreement.
Each ticket will contain Must Have Requirements which will be used to set the cost in development credits. After the cost has been fixed, any additional requirements will form a new ticket.
Development credits can be purchased in advance at the advertised rates.
The Telos Platform provides a statement of development credits purchased and consumed.
Telos maintains a comprehensive digital blueprint of your application architecture, configurations, and documentation, which serves as the foundation for planning and executing all support and development work. This blueprint ensures continuity of service and enables efficient project delivery by maintaining detailed records of your application's technical landscape.
All intellectual property rights in the blueprint contents, including documentation, configurations, and technical specifications, belong entirely to the customer. The blueprint serves as your digital asset repository, and you retain full ownership and control over all information contained within it. Upon request, complete blueprint documentation can be exported and provided to you in standard formats for your records or for use with other service providers.
The Customer agrees for security scanning services to be provided and that such services will be inherently invasive and intrusive. Telos uses a third party provider, Omniscience Cyber Defence Limited, who will attempt to gain unauthorized access to the Customer’s Systems, which may include systems not managed by Telos.
The Customer gives its informed consent to intrusion into the Customer’s Systems by Omniscience Cyber Defence Limited and its Agents for the sole purpose of performing security scanning in order to provide recommendations to Telos.
Telos utilizes artificial intelligence (AI) technologies to process and analyze Customer Intellectual Property, including source code, documentation, support tickets, and related communications. Our AI agents make automated decisions based on carefully managed workflows, including prioritizing requests, analyzing technical issues, providing recommendations, and optimizing processes. By using our services, you provide informed consent to AI processing of your data and acknowledge that AI systems may handle routine operations without direct human intervention.
You acknowledge that AI-generated outputs are provided "as is" and are not guaranteed to be error-free, complete, or suitable for all purposes. You should review and validate AI recommendations as appropriate for your use case. We implement security measures to protect AI-processed data in accordance with our Privacy Policy, though AI processing may involve temporary storage and analysis of your information. You may contact us to discuss AI processing concerns or request human review of specific automated decisions, though opting out of AI features may affect service functionality.
The Customer agrees that Telos may use the Customer's name and logo on the Telos website and social media channels for promotional purposes, and may identify the Customer as a client of Telos. Any additional quotes, case studies, or references relating to the Customer will require the Customer's written approval prior to publication or use. The Customer may revoke permission for the use of their name and logo with 30 days written notice.
Invoices will be issued at the beginning of each period and are payable by credit card or bank transfer within 7 days. Prices are in NZD, AUD or USD and exclude GST for New Zealand and Australian customers.
The Customer may join the Telos Referral Program by accepting the Referral Program Terms and Conditions.
Support, response and resolution times, are provided during New Zealand business hours (9am to 5pm weekdays, excluding public holidays.), using the Support Process described below and will be managed through the Telos platform at https://go.telosready.com.
Some services will be automated or provided continuously and therefore will be available outside these hours, however they will not be monitored by a human outside the above hours. Telos provides a tiered support model via the Telos platform, which works as follows.
Items added to the backlog are for the customer’s planning purposes only and will not be actioned by a support analyst. An AI agent will attach to each backlog item and provide insights from the blueprint. Backlog items can be converted to support or development requests at any time. Unlimited backlog tickets are included in the Telos licence fee.
Knowledge tickets document meetings and capture information used to improve the blueprint. Unlimited knowledge tickets are included in the Telos licence fee.
Recommendations are provided by support analysts and will not be actioned until approved by the customer. To approve a recommendation, it can be converted to a support request at any time. Recommendation tickets are included in BAU mode.
Support requests are created via the Telos platform at https://go.telosready.com.
Urgent requests should be followed up by a phone call to a Telos staff member. The customer will set the initial priority in the request, which can be later changed by either the support analyst or the Customer.
Support requests will be immediately triaged by a Telos AI Agent before being assigned to a human Support Agent. Support requests will be separated into one request per ticket and will cost one support credit per ticket, using pre-paid support credits.
If a support request includes more than one hour of code or infrastructure changes, then it will be estimated in development credits and completed using support credits if possible.
Development tickets will be planned by the Telos team and estimated in development credits. A fixed price quote will be provided, which must be accepted by the Customer before work begins. Development tickets will be planned and delivered on a timeframe agreed with the Customer, using pre-paid development credits.
High Priority
Major operational errors preventing users from using the application as a whole or affecting core functionality of the application, or issues that will cause major reputational risk.
Medium Priority
Operational errors materially limiting the functionality of the application. Operation is restricted, but not completely impossible.
Low Priority
All other standard processes of services, or requests.
Response and Resolution times are targets only.
Urgent
Immediate
Continuous effort
High
Same day
With 8 business hours
Medium
Batched
Within 2 weeks
Low
Batched
Within 4 weeks
Medium and Low priority tickets may be planned as a support batch and will be scheduled for completion as part of the batch. Batches will be planned to completed over a 1-2 day period and will be completed based on the priority of each ticket. Where a ticket can’t be completed during the time allowed, an update will be provided to the Customer.
You own your data, including your blueprint. Telos staff and AI agents will have access to your data. All care is taken to ensure that your private data is not publicly exposed. For more information, read our privacy policy.
We love solving business problems using AI-powered software, for founders who are relentless about improving their systems so they can stay ahead of their client's ever changing demands.
The AI-first service designed for forward-thinking business leaders who rely on purpose-built software.
Level 4, 40 Taranaki St, Wellington
New Zealand
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