What is the minimum contract term?
This depends on the type of business you as the customer wish to conduct with us. The more ENKI invests in the relationship, the longer we'd like you to commit to doing business with us. For customers where we are providing operations services, the first few months represent a large investment for us as we learn to work with your team, understand your processes, and tune/tweak your deployment to meet your needs, so it makes no sense to offer operations services for less than 6 months. Ideally we'd like to have long term relationships of over a year with our customers - our win/win approach is created with that in mind and delivers the maximum value to you of our partnership. For small fractional server accounts, we often write the contract with a one quarter term then month-to-month. For larger customers, it's usually a year. Many of our larger accounts have requested longer terms because they don't want to switch vendors and would like us to share the savings we see on long-term relationships. We are happy to write shorter contracts, however we cannot offer our maximum discount levels for short-term contracts. In general, discounts on terms shorter than a year are calculated by dividing the resource usage by the fraction of a year that the term represents.
Does ENKI cover maintenance support contracts, for example MySQL, RedHat, etc…
While we have contracts for some of the software our customers use, any contracts tied to specific server instances are paid for by our customers. In general, we negotiate the best price and pass the costs through at unity. To save money, some of our customers elect not to buy support, and use our native expertise instead, which may result in longer case resolution times in some instances.
Can I get exceptions made to your Terms of Service?
It depends on the exception. Many of the terms in the TOS are required of us by law, insurance companies, our vendors and service providers, or valid experience that we and the cloud industry have developed. However, we as that you let us know which terms you'd like exceptions to. For example, certain terms in the AUP or financial relationship sections can be modified in your contract proposal.
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