hero background

Smart Start Terms

CloudM Consulting Services Terms

These Consulting Services Terms are incorporated into and supplement the end user terms for the CloudM Module(s) purchased by the End User available at https://www.cloudm.io/legal/cloudm-end-user-terms/ (End User Terms), and terms capitalized but not defined in these Consulting Services Terms have the meaning ascribed to them in the End User Terms.

1. Additional Definitions

Business Hours: 9am to 5pm, Monday to Friday (excluding Bank Holidays) in England; 

CloudM Support: the CloudM team offering break/fix solutions, which can be contacted by raising a ticket at https://www.cloudm.io/support/; 

Consulting Services: guided training sessions prepared and delivered by a CloudM specialist to give the End User the resources, knowledge and confidence to use one or more CloudM Modules.

2. Content of the Consulting Services 

2.1 Consulting Services are guided training sessions prepared and delivered by a CloudM specialist which may cover the following topics:

  • a project discovery phase, including discussing the End User’s specific requirements; 
  • how to navigate the relevant Modules’ user interface;
  • guidance and best practices when using the CloudM Modules;
  • advice on configuration and using advanced settings; 
  • guidance on how to independently troubleshoot the CloudM Modules; and/or
  • guidance regarding environment connectivity for the CloudM Modules. 

2.2 Consulting Services are provided in packages expressed in hours, as indicated in the Order Form, which cover the following activities: 

  • guided sessions, held remotely via Google Meet or such other video conferencing as agreed between the parties;
  • preparatory tasks, including any analysis that CloudM has agreed to conduct on behalf of the End User; 
  • agreed follow-up actions, and response to written queries.

2.3 The CloudM specialist will keep, and make available to the End User on request, a record of activities undertaken and time spent as part of the Consulting Services, which shall be deducted from the remaining hours as follows:

  • Guided sessions and meetings: minimum duration of 30 minutes, with any additional time deducted in 15-minutes increments. Please note – 30 minutes will be deducted from the remaining hours if the End User (i) cancels or re-schedules a meeting less than 24 hours prior to its scheduled time; or (ii) has not joined the meeting within 10 minutes of its scheduled starting time, in which case CloudM shall be under no obligation to keep the meeting open and may cancel the session. 
  • Preparatory tasks, analysis, response to queries, follow-up actions and any other activities agreed between CloudM and the End User: actual time spent, as evidenced by the CloudM’s specialists records where applicable. 

3. Delivery

CloudM will deliver the Consulting Services remotely from CloudM offices unless otherwise agreed in writing between CloudM and the End User, in which case CloudM shall use reasonable efforts to observe all health and safety and security requirements that apply at the Customer’s premises and that have been communicated in writing to CloudM within a reasonable period of time prior to any commencement of the performance of the Consulting Services. 

4. Responsibilities of the Parties

4.1 CloudM shall assign a CloudM specialist to the End User, who will deliver the Consulting Services with all reasonable care and skills, in accordance with good industry practice, and will keep a record of the activities undertaken and time spent.

4.2 The End User shall cooperate with CloudM in the performance of the Consulting Services and ensure that its personnel are suitably skilled and qualified, available at the agreed times, and in a position to implement any recommendation made by CloudM. 

4.3 In the process of delivering the Consulting Services, the CloudM specialist may identify specific technical issues arising from the End User’s infrastructure, Domain configuration, or other specificities – it is the responsibility of the End User to address and resolve such issues (including contacting CloudM Support if appropriate). 

5. Scheduling Consulting Services sessions

All Consulting Services meetings will take place within Business Hours unless otherwise agreed between CloudM and the End User. CloudM shall use reasonable efforts to meet any performance dates agreed with the End User, but any such dates shall be subject to changes at CloudM’s reasonable discretion. 

6. Termination

6.1 Consulting Services packages terminate automatically on either the earliest of (i) exhaustion of the hours purchased; or (ii) the date falling 3 calendar months after the date of the first Consulting Services meeting, or such other date agreed between the parties. 

6.2 In addition to any other rights available to it, CloudM may terminate the Consulting Services immediately on notice to the End User if the End User fails to remedy a Default within 10 calendar days of CloudM notifying the End User of such a Default. For the purpose of this clause 6.2, a Default is any act or omission of the End User, including failure to perform any relevant End User obligation and/or to respond to communications within a reasonable period of time, preventing CloudM from performing the Consulting Services.

6.3 For the avoidance of doubt, the End User shall not be entitled to any refund for Consultancy Services hours remaining unused as at the termination date. 

Please note – Consulting Services are designed to provide training and high-level guidance. If you are experiencing technical issues, please contact CloudM Support. Alternatively, should you require more hands-on assistance in implementing the CloudM Modules, please speak to your CloudM Account Manager who will be happy to discuss whether our Implementation and/or Migration Services may be more appropriate.