Carrier, Cloud, Security & Services
Clear Terms, Real SLAs, Evidence-Backed
Good contracts make good outcomes. SolveForce turns contracts into operational instruments: we align business terms with technical SLAs, wire them to evidence, and manage the full lifecycle across carriers, cloud providers, UC/CCaaS, security tooling, colocation, professional services, and MSP/MSSP work.
We’re not a law firm; this page describes our operational contract framework so legal counsel can finalize language quickly and your teams can run to it.
🎯 What You Get
- Clarity — master terms (MSA), SOWs, and supplier addenda mapped to SLO/SLA tables and acceptance tests.
- Leverage — benchmarked rates, diversity letters, price-protection clauses, credit formulas that actually pay.
- Continuity — renewals calendar, notice windows, automatic QBRs with savings & performance data.
- Compliance — BAAs/DPAs/AOCs and control mappings (SOC2/ISO/NIST/HIPAA/PCI/FedRAMP).
- Evidence — OTDR, RFC 2544/Y.1564, E911 tests, WAF/DMARC headers, ZTNA admits, DR drills logged to SIEM/SOAR.
🧭 Contract Types We Manage (A–Z)
- Access & Transport (Carriers): DIA/Ethernet, Coax (DOCSIS), GPON/XGS-PON, Fixed Wireless, 5G/LTE, Satellite; MEF services (EPL/EVPL/E-LAN/E-Tree); wavelengths & dark fiber.
- Cloud: hyperscaler agreements, enterprise discounts, RIs/Savings Plans/CUDs, support plans, Marketplace.
- Colocation: MSA, MRC/NRC, space/power, cross-connects, smart-hands, ROE/ROO, security compliance.
- UC/Voice/CCaaS: SIP trunks, SBC support, UC/UCaaS & CCaaS subscriptions, E911/NG911 obligations, STIR/SHAKEN.
- Security/SaaS: SIEM/SOAR, WAF/Bot, SASE/ZTNA/NAC/EDR/XDR/NDR, key & secret custody, email trust (DMARC/BIMI).
- MSP/MSSP: Managed Services runbooks, SLOs, staffing, change control, incident response, evidence cadence.
- Professional Services: designs, migrations, audits, hardening; deliverables & acceptance criteria.
- Data & AI: DPA/BAA, data residency/retention, vector DB/RAG safety, model/feature governance.
- Industry/OT: Private 5G/CBRS, RTLS/OCR vision, SCADA/MES gateways, safety/compliance appendices.
📑 Core Contract Stack
- MSA (Master Services Agreement): legal framework (term, liability caps, IP, indemnities, confidentiality, assignment, insurance).
- SOW / Order Form: scope, schedule, pricing, acceptance criteria, milestones, artifacts, runbooks.
- SLAs / SLOs: measurable targets + credit formulas; service tiers; escalation paths; RFO/RCA timelines.
- DPAs/BAAs/AOCs: privacy/security; responsibilities matrix; auditor-facing artifacts.
- Supplier Addenda: carrier-specific annexes (construction, E911, cross-connects, number porting, diversity).
- Renewal & Exit: terms, auto-renew blockers, true-up/true-down, early termination formulas, data export, port-out plans.
🔢 SLA/SLO Table (template you’ll see in SOWs)
| Domain | Metric (p95 unless noted) | Target | Measurement | Remedy |
|---|---|---|---|---|
| Connectivity | On-ramp attach (metro→region) | ≤ 2–5 ms | Synthetic probes | % MRC credit / hr beyond SLA |
| SD-WAN | Brownout steer time | ≤ 1–3 s | Packet loss/jitter triggers | Credit + escalation to carrier |
| Voice | MOS (wideband) | ≥ 4.1 | Synthetic calls | Credit; packet-dup enable |
| WLAN | Assoc+802.1X+DHCP | ≤ 2–4 s | Join timers | Remediation + credit |
| Security | ZTNA admin attach | ≤ 1–3 s | Attach logs | Credit; policy rollback |
| Email Trust | DMARC to p=reject | ≤ 60–90 d | DNS/TLS-RPT | Fee holdback until met |
| Backups | Immutability coverage | 100% Tier-1 | Config audits | Credit + CAPA |
| DR | RTO / RPO | ≤ 5–60 min / 0–15 min | DR drills | Credit; exec review |
| Evidence | Logs/tests → SIEM | ≤ 60–120 s | SIEM dashboards | Credit; fix clocks |
| Change | Unapproved prod changes | 0 | CI/CD gates | Fee at risk for breach |
Credit language references objective evidence we generate (see “Acceptance Evidence”).
🧪 Acceptance Evidence (bound into every SOW)
- Optical/Access: OTDR, light levels, splice maps; RFC 2544/Y.1564 service activation.
- Routing/BGP: peering screenshots, prefix filters, communities; Anycast withdraw tests.
- Voice/CC: STIR/SHAKEN headers, TLS/SRTP ciphers, E911/NG911 test recordings.
- Security: ZTNA admits/denies, SASE/WAF events, DMARC/TLS-RPT evidence; KMS/vault rotations.
- Cloud/Platform: guardrail checks (deny-public, CMEK, tags), K8s admission/NetworkPolicy tests; serverless idempotency/DLQ.
- Data/AI: CDC parity, lineage/DQ, vector-DB ACL pre-filters; RAG citation/refusal logs.
- DR/Backup: Object-Lock configs, restore screenshots + checksums, failover timings.
Artifacts stream to SIEM/SOAR and are attached to the contract’s acceptance package.
🧵 Telecom-Specific Attachments (we handle them)
- LOA/CFA (Letter of Authorization / Carrier Facility Assignment)
- Diversity Letters (separate laterals/bridges/POPs)
- Right of Entry/Use (ROE/ROO), permits, traffic control plans
- Cross-connect & meet-me-room orders
- Number Porting (LNP) — CSRs, FOC windows, parallel ring
- E911/NG911 dispatchable location mapping & test logs
💰 Pricing, Credits & Protections
- Commercial structure: MRC/NRC, rate cards, surge & NRC caps, construction limits, change-order gates.
- Price protection: most-favored-customer, index guards (power/bandwidth), step-downs on commits.
- Service credits: auto-calculated from telemetry; “credit stacking” rules; CAPA when breach repeats.
- TEM/FinOps hooks: inventory normalization; disputes/credits with evidence; forecast & commitment plans.
🔒 Compliance & Data Processing
- DPA/BAA with controller/processor split; data class labels (PII/PHI/CUI/PAN); residency & retention schedules.
- Security addendum: control map (SOC2/ISO/NIST/PCI/HIPAA/FedRAMP), logging obligations, breach timelines, pen/vuln cadence.
- Subprocessor/Supplier register and flow-down obligations.
- Audit assistance: named contacts, timelines, artifact formats.
🧰 Clause Library (sample snippets your counsel can adapt)
- SLO Evidence Binding: “Where a service level is measured, Provider will expose the raw metrics and test artifacts via Customer’s SIEM within 120 seconds of capture.”
- Change Control: “No production change outside defined windows/CAB; drift found in CI/CD will halt deploy; unapproved changes reduce monthly fee by X%.”
- Security Keys: “CMKs held in HSM/KMS; key rotation every ≤180 days; ceremonies recorded and provided as artifacts.”
- DMARC Commitment: “Provider will reach DMARC policy ‘p=reject’ within 90 days of go-live; failure pauses platform fee escalation.”
(We supply full text during the quote stage.)
🔁 Renewal & Exit Playbook
- Calendarized renewals with 120/90/60-day alerts; “evergreen auto-renew” blockers; price checks vs market.
- Exit plans: port-out, config/number exports, data handback & wipe attestations, knowledge transfer, post-termination support windows.
- Supplier scorecards: SLA attainment, credits, RCAs, security posture, automation/API maturity.
🧩 Contract RACI (who does what)
| Area | SolveForce | You | Supplier |
|---|---|---|---|
| Draft SOW/SLA tables | R | C/A | C |
| Rate & benchmark | R | A | C |
| Legal redlines | C | A | A |
| Acceptance tests | R | C/A | C |
| Evidence to SIEM | R | A | C |
| Disputes/credits | R | A | R |
| Renewals & exits | R | A | C |
R = Responsible, A = Accountable, C = Consulted.
📝 Contract Intake (copy/paste & fill)
- Entities (legal names, addresses), billing contacts, notice emails
- Scope (circuits, fabrics, cloud, security, voice/CCaaS, MSP/MSSP, PS)
- SLA priorities (latency/jitter/loss, MOS, attach/roam, policy times, DR)
- Compliance (SOC2/ISO/NIST/HIPAA/PCI/FedRAMP), BAAs/DPAs/AOCs
- Evidence destination (SIEM/Ticketing; retention length)
- Commercials (term, renewal windows, price protection, credits)
- Diversity (separate laterals/POPs/bridges; letters needed?)
- Exit/porting (LNP, number inventories, data export formats)
- Escalation (NOC/SOC contacts, bridge etiquette)
- Timeline & budget, success metrics (SLOs, credits avoided, savings targets)
Email to contact@solveforce.com or include in your Customized Quote request.
📞 Turn Contracts Into an Operating System
- Call: (888) 765-8301
- Email: contact@solveforce.com
We’ll convert terms into tests, obligations into evidence, and renewals into leverage—across the full telecom & cloud stack.