Acceptance of Terms
By accessing ShellRack.com or engaging ShellRack for services, you confirm that you have read, understood and agree to be bound by these Terms of Service and all applicable laws and regulations. These terms form a legally binding agreement.
Our Services
ShellRack provides the following categories of services, subject to separate service agreements:
- Managed IT services and helpdesk support
- Managed cloud services (AWS, Azure, Google Cloud)
- Backup and disaster recovery
- Server and network infrastructure
- Endpoint and email security services
- IT procurement and consulting
- Custom software development
The specific scope, SLA terms, pricing and responsibilities for managed services are defined in your individual Master Service Agreement (MSA) and associated Statement of Work (SOW).
Service Level Agreements
| Priority | Definition | Response Time | Resolution Target |
|---|---|---|---|
| 🔴 Critical | System down, data loss, breach | 15 minutes | 4 hours |
| 🟠 High | Major service impaired | 1 hour | 8 hours |
| 🟡 Medium | Partial service impact | 4 hours | 2 business days |
| 🟢 Low | General request / query | Next business day | 5 business days |
Client Responsibilities
To enable ShellRack to deliver services effectively, you agree to:
- Provide accurate and complete information when requested
- Grant necessary access to systems, networks and personnel
- Designate a primary point of contact for technical matters
- Pay invoices within agreed payment terms
- Notify us promptly of any security incidents or changes to your IT environment
- Not use our services for any unlawful, abusive or harmful purpose
Intellectual Property
All content on this website — including text, graphics, logos, and code — is the property of ShellRack and protected by Indian copyright law. For custom software development engagements, intellectual property ownership is defined in the project-specific SOW. By default, upon full payment, clients receive a perpetual licence to use the developed software.
Limitation of Liability
Confidentiality
Both parties agree to maintain the confidentiality of the other's proprietary information, trade secrets and technical data. This obligation survives termination of the service agreement for a period of 3 years.
Governing Law
These Terms of Service are governed by the laws of India, including the Information Technology Act 2000 and the Indian Contract Act 1872. Any disputes shall be subject to the exclusive jurisdiction of the courts of Delhi, India.
Termination
Either party may terminate managed service agreements with 30 days' written notice. ShellRack reserves the right to terminate immediately for non-payment or breach of these terms. Upon termination, you will retain access to all data for a 30-day transition period.
Legal Enquiries
For contract questions, disputes or legal notices.