What is the ProjectVIEW ERP Master SaaS Framework? The ProjectVIEW ERP Master SaaS Framework is the reference document that sets out how DANAOS Projects delivers, supports and protects ProjectVIEW ERP as a managed cloud service. It defines the service scope, service levels, support model, software testing, training, data protection, information security, business continuity and end-of-life commitments that apply to every customer’s dedicated environment. The Framework is reference collateral to the commercial agreement and is not a standalone binding contract. Where the Commercial Contract differs from the Framework, the Commercial Contract prevails (§1.3). What does the SaaS service commit to? Area Commitment Details Deployment Dedicated, private, sovereign Microsoft Azure environment per customer — no shared infrastructure Chapter 2 Availability 99.9% monthly uptime for the production environment Chapter 3 Recovery objectives Database RPO 15 minutes, RTO 4 hours; full-platform RTO 8 hours; secondary-region failover within 24 hours Chapter 9 Incident response P1: immediate response, 4-hour MTTR target, 24×7×365; P1–P4 matrix with workaround and Grade-of-Service targets Chapter 3 Support channels In-application ticketing, WhatsApp Business, telephone and email — 24×7×365, ITIL 4 aligned Chapter 4 Backups & storage Transaction-log backups every 15 minutes; geo-redundant storage with 6 copies across 2 Azure regions Chapter 9 Release quality AI Testing Agents, data-integrity validation and written UAT sign-off before every production deployment Chapter 5 Data protection GDPR and UAE PDPL; Data Processing Agreement; critical breaches notified to the customer within 24 hours Chapter 7 Information security ISMS aligned with ISO/IEC 27001:2022; security at browser, application and database tiers Chapter 8 Data ownership & exit Customer owns all data; export within 2 business days (.bak, CSV, JSON, XML); 12-month minimum EOL notice Chapter 10 Chapter 1 — Definitions & Interpretation The defined terms, interpretation rules, order of precedence and regulatory references that the whole Framework relies on. Read chapter 1 Chapter 2 — Service Description & Scope Fully managed SaaS on a dedicated, private Azure environment per customer: modules, architecture, scope, exclusions and obligations. Read chapter 2 Chapter 3 — Service Level Agreement (SLA) 99.9% monthly availability, RPO 15 minutes, RTO 4 hours, P1–P4 response and resolution targets, SLA reporting and reviews. Read chapter 3 Chapter 4 — Service Support & Operations 24×7×365 omnichannel service desk, ticket lifecycle, 4-level escalation, change and release management (ITIL 4). Read chapter 4 Chapter 5 — Software Quality & Testing AI-augmented testing, data-flow and user-interaction simulation, data-integrity validation and UAT sign-off before every deployment. Read chapter 5 Chapter 6 — Training & Knowledge Transfer Needs assessment, module curricula, Train-the-Trainer, certified Champions, per-client wiki and AI-assisted learning. Read chapter 6 Chapter 7 — Data Protection & Privacy GDPR and UAE PDPL compliance: DPA, sub-processors, technical and organisational measures, breach notification, AI safeguards. Read chapter 7 Chapter 8 — Information Security & Confidentiality ISO/IEC 27001-aligned ISMS: application, infrastructure and database security, vulnerability management, SDLC, confidentiality. Read chapter 8 Chapter 9 — Business Continuity & Disaster Recovery ISO 22301-aligned BCDR: RPO 15 min, RTO 4–8 h, geo-redundant storage, tested backups, DR drills, data ownership and escrow. Read chapter 9 Chapter 10 — End-of-Life, Version Transition & Subscription Cessation 12-month EOL notice, migration services, re-training, data return in 2 business days and controlled decommissioning. Read chapter 10 Appendices — Architecture & Master Flows Reference diagrams: ProjectVIEW ERP architecture and deployment options, and the BoQ ↔ WBS ↔ Cost master flows. Open the appendices Chapters 11–12 — Commercial Terms & Governance Licensing, pricing structure, invoicing, renewal, governance and dispute resolution — shared with each customer during the commercial process. Book a Demo Commercial terms and governance (Chapters 11–12) Chapters 11 and 12 cover licensing, the pricing structure, invoicing and payment, subscription term and renewal, contract governance, audit rights, liability and dispute resolution. They are part of the contract documentation shared with each customer during the commercial process. Pricing depends on the modules, the number of users and the deployment option. Frequently asked questions What availability does ProjectVIEW ERP commit to? The production environment has a Service Level Objective of 99.9% monthly availability, with a Recovery Point Objective of 15 minutes and a Recovery Time Objective of 4 hours. See Chapter 3 — Service Level Agreement. Is each customer’s environment isolated? Yes. Each customer runs in a dedicated, private, sovereign Microsoft Azure environment with its own virtual machines, database instances, storage accounts and virtual network. There is no multi-tenant data commingling. See §2.1.1. Who owns the data, and how is it returned? The customer keeps sole ownership of all customer data. Exports are delivered within 2 business days of a written request, as a SQL Server backup, CSV, JSON or XML, with a SHA-256 hash and a row-count certificate. See §9.9 and §10.10. How long does it take to implement ProjectVIEW ERP? A typical implementation takes 5 to 7 months, depending on the modules, the number of entities and the data migration. Walk through the SLA, security and data-ownership terms with our team. Book a Demo →