Structure
The MSA consists of the following components:
- Base Terms – Definitions, scope of services, service levels, and mutual obligations.
- Order Forms – Commercial schedules referencing the MSA for each customer deployment.
- Service Schedule – Detailed description of support tiers, response times, and change management process.
- Data Processing Addendum – Incorporated by reference when personal data is processed on behalf of the customer.
Commercial Guardrails
- Payment Terms: Net 30 unless approved by Finance; invoices sent electronically via NetSuite.
- Auto-Renewal: One-year initial term with automatic renewal unless terminated 60 days in advance.
- Price Protection: Annual price increases capped at 5% without executive approval.
- Limitation of Liability: Capped at 12 months of fees; higher caps require CFO authorisation.
Approval Workflow
| Step | Owner | Notes |
|---|---|---|
| Draft review | Revenue Legal | Ensures template adherence and tracks negotiated clauses |
| Commercial sign-off | Deal Desk | Verifies pricing, discounts, and bundled services |
| Executive approval | COO or delegate | Required for non-standard obligations or bespoke SLAs |
| Final QA | Revenue Operations | Confirms Salesforce opportunity alignment and billing triggers |
For strategic partnerships or reseller models, request the Partner Agreement template from partnerships@maisonrmi.com.