These Terms of Engagement govern the provision of Managed Capacity Support Infrastructure by Tarquin t/a AIAA Support Systems (the "Service Provider") to the Client (referred to as "you" or "your"). By initiating a Shadowing Container or authorising a Capacity Retainer, you agree to these terms.
1. The Managed Capacity Retainer
AIAA does not sell stand-alone software licences. We supply turnkey administrative infrastructure managed entirely by our operations team. Services are billed on a recurring monthly subscription (retainer) structure. Setup, calibration, integration audits, and gateway configuration are fully included in the core monthly retainer quote.
2. The Onboarding Lifecycle & Stages
- Stage 1: Read-Only Shadowing: Lasts for a mandatory period of 14 days. Our systems observe client flows in read-only mode to calibrate tone and parameters. No outward communication is sent during this stage.
- Stage 2: Partner Verification: Active dispatches generated by the container are routed to your staff's dashboard or notification channels (Slack/Email) and require a single-click verification check before being sent.
- Stage 3: Autonomous Autopilot: Handed to automatic processing only for tasks that consistently exceed a 95% tone-calibration approval rating over a 30-day monitoring window.
3. The £10,000 Brand Protection Warranty
To provide peace of mind to UK professional practices, we back our configurations with a professional brand warranty up to the value of £10,000:
- SOP Compliance Guarantee: If our automated container dispatches a message or takes an administrative action that violates your established, active Standard Operating Procedure (SOP) rules, causing direct, quantifiable damage to a client relationship, we cover losses up to £10,000.
- Verification Exclusion: The warranty is void if an action was approved by your staff member during Stage 2 (Verification Gate) or if your staff manually bypassed default guardrails.
- Audit Logging: All automated drafts, verification clicks, and outbound packets are stamped with a cryptographic SHA-256 integrity hash committed to our read-only audit log. Reconstructing this hash is mandatory to validate any claim.
4. SLA Guarantees & Support
We target a 99.9% uptime SLA for all communication tunnels. System diagnostics and logs are continuously audited. Technical operations requests submitted to our UK desk (desk@aiaa.uk) are triaged within 4 hours during standard UK business hours (Monday – Friday, 09:00 – 17:30 GMT).
5. Limitation of Liability
Except as expressly provided under the £10,000 Brand Protection Warranty (Section 3) and to the maximum extent permitted by applicable law:
- Consequential Loss Exclusion: We shall not be liable to you or any third party for any indirect, incidental, special, or consequential damages, including but not limited to loss of profits, loss of revenue, loss of business opportunities, loss of data, or business interruption, arising out of the use or inability to use our systems.
- Financial Liability Cap: Subject to the Brand Protection Warranty, our total aggregate liability for any claims, actions, or damages arising under this agreement, whether in contract, tort (including negligence), or otherwise, shall be strictly limited to the total fees paid by you to us in the three (3) months immediately preceding the event giving rise to the claim.
6. Governing Law & Jurisdiction
These Terms of Engagement, and any dispute or claim arising out of or in connection with them or their subject matter (including non-contractual disputes or claims), shall be governed by, and construed in accordance with, the laws of England and Wales. The parties irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim.