Scope of services
Each engagement is scoped through a written Statement of Work that references this MSA.
The SOW defines deliverables, timelines, named operators, integration boundaries, and success metrics. Anything not in the SOW is out of scope until added through a written change order.
Service-level commitments
Five SLAs apply across every engagement. Each is measured monthly and reported in the quarterly review.
- ResponseReplies to client communications within one business day.
- ThroughputOperational throughput targets defined in the SOW. Tracked weekly.
- Uptime99.9% for any tooling Famaash hosts.
- ReplacementSub-3-day replacement on any departed embedded operator.
- ReportingCost-per-outcome report within five business days of quarter close.
Service credits
Service credits accrue automatically on missed SLAs.
Credits are calculated as a percentage of the monthly fee for the affected service. Credits are issued on the next invoice. No client action is required to claim them.
UPL indemnification (legal addendum)
For legal-industry engagements, Famaash carries unauthorized-practice-of-law indemnification.
Our embedded operators are paralegals and case managers, not attorneys. The indemnification covers claims arising from the unauthorized practice of law by Famaash personnel, subject to standard exclusions for client direction in violation of the SOW.
BAA addendum (healthcare)
For healthcare engagements, the Famaash BAA is executed before any PHI flows.
The BAA flows down HIPAA obligations to subcontractors and is signed within 48 hours of NDA. See the BAA page for the full structure.
FINRA addendum (financial)
For financial-services engagements, the FINRA addendum applies.
The addendum covers supervision protocols for advisor-facing communications, books-and-records retention, and review-gate enforcement inside any tool that touches a registered representative’s work.
Confidentiality
Mutual, perpetual confidentiality applies to all engagement data.
Subcontractors are bound by flow-down terms before onboarding. Client identities are not disclosed publicly without written consent.
IP ownership
Custom-built tooling delivered under an SOW is owned by the client at delivery.
Famaash retains ownership of pre-existing components and reusable frameworks, with a perpetual license granted to the client for use in the deployed tooling.
Term and termination
Engagements are quarter-to-quarter with 30-day notice.
Termination for material breach follows a 30-day cure period. On termination, Famaash provides documented handoff of all tooling, data, and operator context within 14 days.
Pricing and billing
Fees are defined in the SOW. Invoiced monthly, due net 30.
No setup fees, recruiting fees, ramp fees, or replacement fees. The monthly invoice is the total cost of the engagement.
Change orders
Scope changes are made in writing through a numbered change order.
Verbal direction is not binding. This protects both sides from scope drift and from disputes about what was agreed.
Dispute resolution
Disputes are first escalated to the executive sponsors on each side.
Unresolved disputes are submitted to binding arbitration under AAA Commercial Rules. Venue is Delaware. Each side bears its own costs unless the arbitrator awards otherwise.
