Terms of Service: “The Partnership Framework”

1. Service Level Objectives (SLO)

Response Times
We commit to a 15-minute acknowledgment for Critical (P1) incidents and a 4-hour response for Standard (P3) requests.

System Availability
We guarantee 99.9% uptime for our monitoring dashboard and agentic SOC services.

2. The “Shared Responsibility” Model

Metrotech Responsibility
Maintaining the security stack, monitoring 24/7, and executing containment protocols.

Client Responsibility
Ensuring employees attend awareness training, maintaining physical security of hardware, and notifying Metrotech of authorized high-risk network changes.

3. Limitation of Liability

While Metrotech implements the CIS Critical Security Controls, no system is 100% impenetrable. Our liability is limited to the implementation and maintenance of the agreed-upon defensible standards.

Termination & “Off-Boarding”

Data Portability
If you leave Metrotech, we provide a 30-day window to export your security telemetry and audit logs. We believe in “No Vendor Lock-in.”