Terms of Service
The rules and conditions governing your use of Duta Integra Solutions' services, platforms, and websites.
Effective date: 1 August 2026 · Last updated: 1 August 2026
1. Acceptance of Terms
By accessing or using the services, website, and platforms operated by Duta Integra Solutions Sdn Bhd ("Duta Integra", "we", "us", "our"), you ("Client", "you", "your") agree to be bound by these Terms of Service ("Terms"). If you do not agree, do not use our services.
These Terms apply to all services including managed IT services, the client portal, Autonomous Ops, consulting, and any other products or services provided by Duta Integra.
2. Definitions
- "Services" — all managed IT services, monitoring, consulting, and platform access provided under your subscribed plan
- "Client Portal" — the web-based dashboard at dutaintegra.my/portal for managing tickets, viewing reports, and accessing services
- "Autonomous Ops" — the AI-powered infrastructure monitoring and automated incident response add-on
- "Plan" — your subscribed service tier (Foundation, Growth, AI Partner, or add-ons)
- "SLA" — the Service Level Agreement defining uptime, response times, and escalation procedures
3. Service Scope
Duta Integra provides managed IT services as described in your subscribed Plan. The scope, deliverables, and limitations of each Plan are defined in the pricing page and your service agreement. We reserve the right to modify service features with 30 days' written notice.
4. Client Responsibilities
- Provide accurate and complete information during onboarding
- Maintain confidential login credentials for the client portal
- Promptly report service issues through the designated channels
- Ensure your systems meet minimum technical requirements for our services
- Comply with all applicable Malaysian laws and regulations
- Obtain and maintain necessary licences for third-party software we manage on your behalf
5. Fees and Payment
- Fees are as specified in your service agreement or pricing page
- Invoices are issued monthly in advance unless otherwise agreed
- Payment is due within 14 days of invoice date
- Late payments incur a 1.5% monthly surcharge after a 7-day grace period
- All fees are in Malaysian Ringgit (RM) and exclusive of SST unless stated otherwise
- Service credits from SLA claims are applied to future invoices, not refunded as cash
6. Term and Termination
- Initial term: 12 months from the date of service commencement
- Auto-renews for successive 12-month periods unless cancelled with 60 days' written notice
- Either party may terminate for material breach with 30 days' written notice to cure
- Immediate termination by Duta Integra for non-payment after 30 days past due
- Upon termination, we will provide reasonable assistance in transitioning your data within 30 days
7. Data and Intellectual Property
- You retain ownership of all data stored on your systems and managed by us
- We do not access, sell, or share your data except as required to deliver the Services
- All tools, scripts, automation workflows, and monitoring configurations we develop remain our intellectual property
- You receive a non-exclusive licence to use any dashboards, reports, or tools provided as part of the Services
8. Autonomous Ops — Additional Terms
- Autonomous Ops operates with automated incident detection, triage, and response
- Human-in-the-loop approvals are required for destructive or high-impact actions
- The real-time aggregate feed displays only anonymized, aggregated data — never client-identifying information
- You may revoke feed consent at any time; this does not affect monitoring or incident response
- Duta Integra is not liable for actions taken by automated systems operating within approved parameters
9. Confidentiality
Both parties agree to keep confidential all non-public information obtained during the engagement. This obligation survives termination for a period of 2 years. Exceptions include information that is publicly available, independently developed, or required by law to be disclosed.
10. Limitation of Liability
- Total liability under any Agreement shall not exceed the total fees paid in the 12 months preceding the claim
- Duta Integra shall not be liable for indirect, incidental, consequential, or punitive damages
- We are not liable for data loss caused by factors outside our reasonable control
- Force majeure events (natural disasters, government actions, internet outages) excuse performance delays
11. Warranty
We warrant that the Services will be performed in a professional and workmanlike manner consistent with industry standards. If the Services fail to meet this standard, you may request remediation at no additional cost. This warranty does not cover issues caused by your systems, third-party services, or circumstances beyond our control.
12. Dispute Resolution
- Disputes shall first be addressed through good-faith negotiation between senior representatives
- If unresolved within 30 days, disputes shall be submitted to mediation
- If mediation fails, disputes shall be resolved by the courts of Malaysia, specifically the courts of Selangor
- These Terms are governed by the laws of Malaysia
13. Amendments
We may update these Terms from time to time. Material changes will be communicated via email to active clients at least 30 days before taking effect. Continued use of the Services after the effective date constitutes acceptance of the updated Terms.
14. Severability
If any provision of these Terms is found to be unenforceable, the remaining provisions shall remain in full force and effect.
15. Contact
For questions about these Terms: