Calderbrook Housing Group - Master Services Agreement v2
Documentdraft Calderbrook Housing Group · contract · draft · 2 Aug 2024
Unsigned draft MSA for the Growth tier, prepared 2 Aug 2024. It states 99.5% availability, P1 first response of 1 hour within business hours, and a £44k annual charge plus £12k one-off implementation.
What it says
What this says
As at Fri 9 Oct 2026Unsigned draft MSA for the Growth tier, prepared 2 Aug 2024. It states 99.5% availability, P1 first response of 1 hour within business hours, and a £44k annual charge plus £12k one-off implementation.
What it is: a draft version 2 of the master services agreement between BG-Demo and Calderbrook Housing Group, marked "Not binding until executed by both parties". It carries no signatures.
Commits: Growth subscription at £44k a year, billed annually in advance, 30 days from invoice, from 2 Sep 2024 to 1 Sep 2025. Availability 99.5%, P1 first response 1 hour, and a service credit of 10% of one month's fee.
Unusual: credits cover availability only, and "data freshness is not a credited measure on the Growth tier". Renewal needs a new order or written extension, so there is no automatic renewal.
Not settled: the open points, including data processing wording, the signatory, the connector list, and Tom Ashdown confirming pricing against the current price book. The text does not show whether an executed copy exists; if one does, it overrides these figures.
As found in this document
As at Fri 9 Oct 2026- Date end1 Sep 2025Source: the AI read of this record
- Date start2 Sep 2024Source: the AI read of this record
- Price£44,000Source: the AI read of this record
- Availability99.5%Source: the AI read of this record
- P1 first response1 hour, within business hoursSource: the AI read of this record
- Service credit basisAvailability onlySource: the AI read of this record
- Service credit10% of one month's fee for a month in which the availability commitment is missedSource: the AI read of this record
- Annual recurring charge£44,000Source: the AI read of this record
- Implementation fee£12,000, one-offSource: the AI read of this record
- Total contract value£56,000Source: the AI read of this record
- Billing frequencyAnnual, in advanceSource: the AI read of this record
- Payment terms30 days from the date of invoiceSource: the AI read of this record
- Implementationeight weeks, up to eight connectorsSource: the AI read of this record
The document
Body
Calderbrook Housing Group - Master Services Agreement v2
Status: Draft, version 2. Prepared by BG-Demo on 2 Aug 2024 for review by Calderbrook Housing Group. Not binding until executed by both parties. Open points are listed at the end of this document.
Parties
| Supplier | BG-Demo, London |
| Customer | Calderbrook Housing Group, Leeds |
| BG-Demo account owner | Tom Ashdown, Account Executive |
| BG-Demo customer success manager | Daniel Okafor |
Background
Calderbrook Housing Group is a housing association in West Yorkshire. Its business-intelligence team wishes to bring tenant calls, repairs tickets, complaints and rent arrears into one board-ready picture. BG-Demo will provide B-Glass, built and run inside the Customer's own Snowflake account, on the terms set out below.
Services and tier
The Customer subscribes to the Growth tier of B-Glass. The Growth tier covers several teams and includes pages, chat and search, the dashboards builder and quarterly business reviews. User and connector allowances are those of the Growth tier, as stated in the BG-Demo price book in force on the date of signature.
Read the whole document (5,197 characters)
BG-Demo will also deliver the Growth implementation, a fixed-fee, one-off engagement of eight weeks connecting up to eight of the Customer's source systems.
Term
| Item | Detail |
|---|---|
| Start date | 2 Sep 2024 |
| End date | 1 Sep 2025 |
| Billing frequency | Annual, in advance |
| Payment terms | 30 days from the date of invoice |
Renewal beyond the end date requires a new order or a written extension agreed by both parties. BG-Demo's customer success manager will raise renewal with the Customer ahead of the end date.
Order lines and pricing
| SKU | Description | Qty | Unit price | Discount | Net | Recurring |
|---|---|---|---|---|---|---|
| SUB-GROWTH | B-Glass, Growth | 1 | £44k | 0% | £44k | Yes, annual |
| IMP-GROWTH | Implementation, Growth (eight weeks, up to eight connectors) | 1 | £12k | 0% | £12k | No, one-off |
Annual recurring charge: £44k.
Total contract value: £56k, being the annual subscription plus the one-off implementation fee.
All amounts are in pounds sterling and are stated before VAT.
Service levels
| Measure | Commitment |
|---|---|
| Availability | 99.5% |
| P1 first response | 1 hour, within business hours |
| Service credit basis | Availability only |
| Service credit | 10% of one month's fee for a month in which the availability commitment is missed |
Service credits are the Customer's sole remedy for a missed availability commitment. A brain that is available but answering on older data is not an availability breach under this agreement, and data freshness is not a credited measure on the Growth tier.
Customer responsibilities
The Customer will:
- name a project lead and an administrator for the brain;
- give BG-Demo timely access to the source systems to be connected;
- tell BG-Demo promptly if it changes, migrates or replaces a connected system, since this can affect how a connector loads;
- keep its own user list accurate and within the Growth allowance.
Data and security
The brain runs inside the Customer's Snowflake account. The Customer remains the controller of its data and BG-Demo acts only on the Customer's documented instructions. The data processing terms agreed between the parties form part of this agreement and will be attached on execution.
Confidentiality
Each party will keep the other's confidential information secret, use it only for the purposes of this agreement, and return or delete it on request at the end of the term, subject to any legal retention duty.
Liability
Neither party limits liability for fraud, death or personal injury caused by negligence, or anything that cannot lawfully be limited. Subject to that, each party's total liability in a contract year is limited to the charges paid or payable for that year.
Termination
Either party may terminate by written notice if the other commits a material breach and fails to remedy it within a reasonable period after written notice. Fees paid for the implementation are not refundable once the work has been delivered.
Governing law
This agreement is governed by the law of England and Wales and the courts of England and Wales have exclusive jurisdiction.
Open points in this draft
- The Customer's legal team to confirm the final wording of the data processing terms.
- The Customer to confirm the named signatory and the invoicing contact.
- Confirmation of the connector list to be delivered in the implementation, for agreement with the Customer's business-intelligence team.
- Tom Ashdown will confirm the pricing against the current price book before the document is issued for signature.
Signatures
To be signed once the open points are closed. This draft carries no signatures.
| For BG-Demo | For Calderbrook Housing Group | |
|---|---|---|
| Signatory | Authorised signatory | Authorised signatory |
| Title | Account Executive, on behalf of BG-Demo | Authorised officer of Calderbrook Housing Group |
| Signature | Pending | Pending |
| Date | Pending | Pending |
Unusual terms
As at Fri 9 Oct 2026- Service credits for availability only, freshness not credited
- Renewal needs a new order or written extension
- Implementation fees not refundable once delivered