Terms and Conditions
Last updated: October 13, 2025
1. WHO WE ARE
Pillars ("Pillars", "Company", "we", "us", or "our") provides outsourced, 24/7 Site Reliability Engineering (SRE) and DevOps services to improve system stability, minimize downtime, ensure fault tolerance, and enhance security. Services may include incident response, monitoring and alerting, reliability reviews, CI/CD and infrastructure automation, capacity planning, performance optimization, and related advisory and implementation work.
2. ACCEPTANCE OF TERMS
By accessing pillars.live or engaging our services, you agree to be bound by these Terms & Conditions ("Terms"). If you do not agree, do not use the website or services. We may update these Terms from time to time. Your continued use of the website or services constitutes acceptance of the updated Terms.
3. SCOPE OF SERVICES
3.1 Description. The exact scope, deliverables, responsibilities, and collaboration model will be defined in a statement of work, proposal, or service order (each, an "Order").
3.2 Availability. 24/7 coverage and any guaranteed service levels (e.g., response times, uptime targets) are agreed individually and apply only if expressly stated in the Order.
3.3 Dependencies. You will provide timely access, documentation, approvals, and other dependencies necessary for us to perform the services.
4. ENGAGEMENT & CONTRACTING PROCESS
4.1 Proposal/Order. Before work begins, the parties will agree an Order describing scope, assumptions, fees, timelines, and commercial terms. Work starts after mutual acceptance (signature or written confirmation).
4.2 Term. The term, renewal, and termination conditions are defined in the Order. Either party may terminate for material breach not cured within a reasonable period after written notice.
4.3 Changes. Changes to scope or priorities are handled by mutual written agreement (e.g., change request or updated Order).
5. FEES, BILLING, AND PAYMENT
5.1 Fees. Fees may be subscription-based (e.g., monthly), time-and-materials, fixed-fee, or hybrid, as specified in the Order.
5.2 Invoicing & Payment. Invoicing schedules and payment methods are defined in the Order. Unless stated otherwise, invoices are due upon receipt and payable within the agreed payment term.
5.3 Refunds/Credits. Refunds, service credits, or other remedies (including SLA credits) are determined individually with each client and apply only if expressly stated in the Order.
5.4 Taxes. Fees are exclusive of taxes. You are responsible for applicable taxes, duties, and levies, excluding our income taxes.
6. SERVICE LEVELS (SLA)
6.1 Individual SLAs. Service level targets (e.g., uptime percentages, response times, escalation paths) are agreed individually with each client and apply only if expressly included in the Order.
6.2 Measurement. SLA measurement methods, exclusions, maintenance windows, and credit mechanisms (if any) will be defined in the Order.
6.3 Exclusions. SLAs do not apply during force majeure events, client-caused delays, third-party outages, scheduled maintenance, or other exclusions defined in the Order.
7. CLIENT OBLIGATIONS
7.1 Access & Cooperation. You will provide timely access, information, approvals, credentials, and resources necessary to perform the services.
7.2 Security. You must maintain appropriate security of your own systems and of any credentials used to access our environment, and promptly notify us of any suspected compromise.
7.3 Acceptable Use. You will not misuse the website or services, including attempting unauthorized access, disrupting systems, introducing malware, or violating applicable laws.
8. INTELLECTUAL PROPERTY
8.1 Pre-Existing IP. Each party retains ownership of its pre-existing materials, tools, and know-how.
8.2 Deliverables. Unless otherwise specified in the Order: (i) we grant you a non-exclusive, worldwide, royalty-free license to use deliverables created specifically for you for your internal business purposes; and (ii) we may reuse generic know-how and non-confidential, non-client-specific components.
8.3 Third-Party Components. Some services or deliverables may include open-source or third-party components subject to their own licenses.
9. CONFIDENTIALITY
Each party will protect the other party's confidential information and use it only for purposes of performing or receiving the services. Confidentiality obligations do not apply to information that is public, independently developed, or lawfully obtained without restriction.
10. DATA PROTECTION & COOKIES
10.1 Privacy. Our collection and use of personal data are governed by our Privacy Policy, which is incorporated by reference and available at https://pillars.live/privacy-policy. The Privacy Policy may be updated independently of these Terms; the version in effect at the time of your interaction with the website or Services shall apply.
10.2 Cookies (brief). We use cookies and similar technologies as described in our Privacy Policy. By using the website, you consent to the use of cookies in accordance with that policy. (All details are provided solely in the Privacy Policy.)
11. WARRANTIES & DISCLAIMERS
11.1 Mutual. Each party represents that it has the authority to enter into these Terms and Orders.
11.2 Disclaimer. Except as expressly stated in an Order, the website and services are provided "as is" and "as available," without warranties of any kind, whether express, implied, or statutory (including merchantability, fitness for a particular purpose, and non-infringement). We do not warrant uninterrupted or error-free operation. We do not guarantee that our services will meet all of your requirements or achieve any specific result unless expressly stated in an Order.
12. LIMITATION OF LIABILITY
To the maximum extent permitted by law, neither party will be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages; loss of profits, revenue, data, or goodwill; or business interruption, even if advised of the possibility. Except for your payment obligations and infringement or misappropriation of our IP, each party's aggregate liability arising out of or related to the website or services will not exceed the amounts paid or payable by you to us for the services in the twelve (12) months immediately preceding the event giving rise to the claim. Nothing in these Terms limits liability for gross negligence or willful misconduct.
13. FORCE MAJEURE
Neither party will be liable for delays or failures to perform due to events beyond its reasonable control, including acts of God, natural disasters, war, terrorism, labor disputes, government actions, utility or telecommunication failures, or widespread cloud/hosting provider outages. The affected party will use reasonable efforts to mitigate the impact and resume performance.
14. SUSPENSION & TERMINATION
We may suspend or restrict access to the website or services for security, legal, or operational reasons, or for non-payment, material breach, or suspected misuse. Upon termination, each party shall return or destroy the other party's confidential information within thirty (30) days, unless retention is required by law. Either party may terminate an Order as stated in Section 4 and the Order itself.
15. THIRD-PARTY SERVICES
Our work may rely on third-party platforms, cloud providers, or tools. We are not responsible for third-party failures or changes. We are not responsible for any changes to pricing, terms, or availability of third-party platforms that may affect the Services. Your agreements with those providers remain your responsibility unless otherwise stated in the Order.
16. GOVERNING LAW & DISPUTE RESOLUTION
Unless otherwise agreed in the applicable Order, these Terms, and any non-contractual obligations arising out of or in connection with them, are governed by the laws of the United Arab Emirates, without regard to conflict-of-law principles. Disputes will be subject to the exclusive jurisdiction of the competent courts of the UAE, unless the Order specifies a different governing law or forum by mutual agreement.
17. MISCELLANEOUS
17.1 Entire Agreement. These Terms together with any Orders constitute the entire agreement regarding the website and services.
17.2 Order of Precedence. If there is any conflict between these Terms and an Order, the Order will prevail for the subject matter it covers.
17.3 Assignment. Neither party may assign its rights or obligations without the other party's consent, except to an affiliate or in connection with a merger, acquisition, or sale of substantially all assets.
17.4 Notices. Notices shall be given to the contacts specified in the applicable Order, or via the contact information posted on our website.
17.5 Severability & Waiver. If any provision is unenforceable, the remaining provisions will remain in effect. A failure to enforce a right is not a waiver of that right.
17.6 Headings. Section headings are for convenience only and do not affect interpretation.
18. CONTACT
For questions regarding these Terms, please contact:
Email: hello@shakuro.com
UAE Address: DSO-IFZA, Dubai Digital Park building, Dubai Silicon Oasis, Dubai, United Arab Emirates
USA Address: 16192 Coastal Highway, Lewes, DE 19958