1. Scope
1.1 This Schedule applies to:
- managed hosting services;
- managed platforms, including Platform Packages Tiers 1–3;
- multi-year managed services;
- managed identity and security services;
- support retainers; and
- the hosting component of GoodWorks.
It forms part of the Master Services Agreement.
1.2 The Order and any Statement of Work describe:
- the supported systems;
- the coverage period;
- service hours;
- the access model;
- escalation contacts;
- the term; and
- the exit arrangements.
2. Hosting platform
2.1 Standard hosting runs on MAITS's shared Microsoft Azure platform. Locations and providers are described in the Hosting and Data Residency Schedule. Dedicated, private, customer-tenant or region-specific hosting is available only where agreed in an Order, and may carry additional Fees.
2.2 MAITS applies reasonable technical and organisational security measures, including:
- managed identities;
- least-privilege access;
- encryption in transit and at rest;
- monitoring; and
- alerting.
The Customer is responsible for the security of its own systems, accounts, devices and users.
2.3 Availability of the hosting platform is governed by the Microsoft SLAs for the Microsoft Azure services used, as set out in the Support and Service Levels Policy.
2.4 Maintenance may be carried out at any time. Where practicable, MAITS schedules planned maintenance outside New Zealand business hours.
3. Backups
3.1 MAITS takes backups of hosted services at the frequency and retention described for the plan or Order. Backups are for MAITS's disaster recovery and are not an archiving service. Restoration on request is chargeable unless the Order includes it.
4. Managed services in Customer environments
4.1 Where MAITS manages systems in the Customer's own environment (for example the Customer's Microsoft 365, Entra or Azure tenant), the Customer:
- grants MAITS the access needed to provide the service;
- keeps ownership of and responsibility for that environment, its licensing and its costs; and
- must not make changes that interfere with the managed service without telling MAITS.
4.2 MAITS is not responsible for third-party platform changes, outages or licensing changes in the Customer's environment.
5. Term
5.1 Managed services run for the term stated in the Order. Fixed-term Orders (for example three-year managed services) may only be ended early as set out in the Order or in the Master Services Agreement. If the Customer ends a fixed-term Order early other than for MAITS's uncured breach, the Fees for the remainder of the term, or any early termination fee stated in the Order, become payable.
5.2 Monthly services renew automatically and may be cancelled under the Subscriptions, Promotions, Renewal and Cancellation Policy.
6. Exit
6.1 MAITS-built websites, platforms and configurations hosted by MAITS run only on MAITS hosting. When a hosting service ends, the hosted service is taken offline at the end of the final paid period, and the licence to use it ends.
6.2 On request made within 30 days after the service ends, MAITS will:
- provide an export of Customer Content in a standard format; and
- transfer domain names under the Domain Registration Terms.
Transition assistance beyond this is charged at MAITS's rates.
6.3 After that period, MAITS deletes Customer Content in line with its retention schedule, except where the law requires it to be kept.