Operations Services — Statement of Work

This Operations Services Statement of Work ("Operations SOW") is entered into between the client identified at checkout ("Client", "you") and DataRiver New Zealand Limited, NZBN 9429050155972, trading as OvernightOps ("Provider", "we", "us"). It governs operations orders — the two Operations Services sections (Observability & SRE; DevOps, GitOps, Release & Kubernetes Ops). Project orders remain governed by the fixed-scope Statement of Work.

Version: OPS_SOW_v1.0_draft. The version in force is the one published at the time of checkout and recorded against your order.

1. Engagement model

Operations engagements are asynchronous, time-based capacity: our senior operator personally performs and delivers the work inside the coverage window you set, in your time-zone. Progress and reports appear on your private tracking dashboard at the reporting cadence you chose at intake. There are no meetings, calls or chat — your operational brief, the dashboard and the reporting channel are the engagement surface.

2. Plans and billing

• Plans are prepaid blocks of operations capacity at USD $79/hour: hours per day (4h / 8h), hours per week (10h / 20h), days per week (1–5, at 8h per day), days per month (5 / 10 / 20), and monthly retainers (1 / 3 / 6 / 12 months at 160 hours per month).
• Full prepayment covers the whole block at once — multi-month retainers earn a prepayment discount (3 months −5%, 6 months −7.5%, 12 months −10%).
• Prepaid monthly instalments (multi-month retainers only): each month is paid before it starts, at the standard rate, and you may stop at any month boundary. No month of work is ever delivered unpaid.
• Prices are fixed at checkout and charged in USD via Stripe.

3. Coverage, response and honest limits

Coverage windows (business hours through 24/7 on-call) are expressed in your time-zone and captured at intake, together with your response expectations and escalation path. When we cannot reach you, we act on the documented escalation path and runbooks you provided.

An honest limit: a time-based plan is capacity, not an availability guarantee. No uptime or service-level guarantee is created beyond the response expectations captured at intake. You will be unavailable until delivery, so your brief is the complete instruction set — and you confirm at checkout that you own the responsibility for output quality that follows from the quality of your input.

4. Credentials — tested before acceptance

Every credential you supply is validity-tested before payment is enabled: automatically where your endpoint is public, and — where it sits on your private network and cannot be tested from here — confirmed explicitly by you and re-verified by the operator the moment the engagement starts. Access is least-privilege and read-only wherever the work allows. Credentials are encrypted in your browser before they leave your device and are visible only inside the operator's secured delivery console. You are responsible for keeping access valid during the engagement; invalid or expired access pauses the coverage clock for the affected work, with notice.

5. Hours, reports and expiry

• Hours are consumed only inside your coverage window.
• Each operational report states the work done, incidents handled and hours consumed, delivered to the channel you chose at the cadence you chose.
• Unused hours in a prepaid period expire at that period's end (no rollover). Stopping monthly instalments simply does not start the next month.

6. Cancellation and refunds

• Monthly-instalment engagements stop at any month boundary — no further charge, nothing delivered unpaid.
• Fully prepaid engagements cancelled before a later month starts receive a pro-rata refund of whole, unconsumed months.
• Otherwise fees are non-refundable once a period has started, except where a refund is required by applicable law, including the New Zealand Consumer Guarantees Act 1993 where it applies.

7. Claims, evidence and your dashboard

Your tracking dashboard is the evidence base for the engagement. Permanently deleting it irrecoverably deletes every record of the work with it — after deletion, no refund, quality-review or dispute claim can be raised, investigated or entertained. If you have any concern, raise it before deleting. Deletion requires explicit consent, typing DELETE and a final confirmation; the consent (including its timestamp) is recorded as evidence.

8. Lawful use, liability and governing law

The Lawful Use Policy applies to operations orders, including pre-payment screening of your brief. Our aggregate liability is limited to the fees paid for the affected engagement, to the maximum extent permitted by law. These terms are governed by the laws of New Zealand.