These General Service Terms govern the purchase of Professional Services before January 1, 2026. As of January 1, 2026, the General Services Terms shall no longer apply to the purchase of new Professional Services which shall instead be governed by the Subscription Terms along with the applicable Statement(s) of Work.
These General Service Terms (this “Services Terms”) are entered into and governed by the Master Subscription Agreement, or other underlying license agreement (the “Agreement”) referenced in the applicable Order Form or Statement of Work (the “Order” or “SOW”) by and between customer referenced in the Order (“Customer”), and Harness Inc. (“Harness”). These Services Terms, the Agreement, and any Order or SOW, constitute the complete agreement regarding services provided under these Services Terms. Except where the contrary is expressly provided, the terms and conditions of the Service Terms, and SOWs shall prevail over any conflicting terms in the Agreement.
Changes to Services will be processed in accordance with the procedure described below.
Any defined terms not specifically defined herein have the meaning given to them in the Agreement.
“Business Day” means any weekday, Monday through Friday, for 8 hours, falling between 9:00 A.M. and 5:00 P.M. in the time zone of the Harness implementation engineering team, excluding holidays and weekends, unless otherwise agreed in writing by the parties.
“Module” means the specific Harness product modules specified on the applicable order form.
“Project” means the specific set of activities and deliverables outlined in the Statement of Work, aimed at achieving specific objectives as detailed therein. The Project includes all tasks, responsibilities, and resources required to deliver the agreed-upon outcomes, which may encompass the development, implementation, and evaluation of services or products as specified in the SOW.
“Project Plan” means a project timeline created by Harness detailing, key project details such as milestone dates and timelines.
“Service Week” means 5 Business Days, Monday through Friday. The actual duration of a Service Week may vary.
“Services” means the specific Harness professional services under the SOW. .
“Sprint” means a defined, time-boxed period, typically lasting two to four weeks or as otherwise described in the SOW, dedicated to facilitating the provision of the selected services. Each Sprint involves planning sessions to identify specific tasks, followed by execution and feedback collection.
SCOPE OF PROJECT, KICKOFF & SPRINTSThe Services to be provided by Harness are detailed in the applicable statement of work (“SOW”), which will outline specific tasks, timelines, and responsibilities. The SOW is incorporated into these Services Terms by reference. To the extent an SOW conflicts with these Service Terms, these Service Terms will control unless specifically stated otherwise in a signed SOW.
The Services begin with a project initiation phase including the initial customer meeting, known as the “Kickoff”, which will be scheduled by the Harness team taking into account Customer’s preferred schedule. The intent of the Kickoff is to introduce and align stakeholders, decision makers, engineers and the Harness team to ensure clear understanding of the process to be followed and scope of the Services. The Kickoff is also intended to determine key technical resources needed from the Customer, and general ways of working during the engagement. The outcome of this meeting should result in the establishment of a clear understatement of work, defined next steps, ensure alignment and readiness for effective execution of the applicable Services and the Project Plan.
Harness will provide a team of service professionals who will work with the Customer during the Sprints in order to implement and deliver the Project as described in the SOW.
Additionally, Harness will schedule a series of working sessions with the Customer during each Sprint. The goal of these working sessions is to provide an opportunity for live collaboration between the parties’ engineering teams. Each working session will focus on completing tasks for the then-current Sprint (as described in the SOW), and will not exceed three (3) hours in duration per Business Day. A Sprint generally consists of three working sessions each Business Week. hrThe Customer’s engineer(s) should expect to perform follow-on tasks and actions from the live working sessions, and these action items will need to be completed prior to the next live session as part of the overall Sprint in order for the Sprint to move forward.
Customer shall schedule and commit its team members as appropriate to meet the Sprint schedule, and to support Harness in its delivery of the Project pursuant to the Project Plan. Customer’s commitment of its team members is essential to completing the Sprints in a timely manner.
a. Customer Responsibilities:
Harness’s ability to deliver the Services is dependent upon Customer’s full and timely cooperation with Harness, as well as the accuracy and completeness of any information and data Customer provides to Harness. Customer is responsible for delays and any additional costs caused by Customer’s failure to comply with their responsibilities. Harness will therefore not be responsible for any resulting fees or expenses. Customer’s responsibilities are detailed below:
b. Harness Responsibilities:
Harness is responsible for providing the Services. Where Harness is performing Services on-site for a Customer, Harness shall ensure that its personnel conduct themselves in accordance with the standard health, safety, and security policies of Customer applicable to its staff and or visitors generally, as long as such policies are provided to Harness in writing, in advance. Customer agrees to provide written notice to Harness of any applicable non-standard policies (for example, the requirement of security clearance) prior to executing an Order Form for the Services. Harness may perform the Services from locations and/or through use of its affiliates, partners, contractors, and subcontractors, worldwide, provided that Harness will be responsible for such parties.
c. Limitations/Exclusions: Customer acknowledges and agrees that following limitations apply to the SOW:
d. Scheduling/Governance of Sprints:
Harness will provide subject matter experts to work collaboratively with Customer technical champions using a "We Guide, You Drive" model. This approach has been proven highly effective for similar engagements and offers significant advantages for Customer:
Work will be conducted through:
All guidance, snippets, documentation, and other deliverables will be provided during synchronous sessions or via agreed communication channels.
Customer shall pay to Harness the fees set forth in the applicable Order Form for the Services. Unless otherwise set forth in the applicable Order, all fees are due up front, in full, and must be paid within 30 days of the invoice date. The payment of all fees is subject to the terms and conditions set forth in the Order.
If the work under the SOW exceeds the Project duration, or if Customer requests or requires additional hours beyond the scope of the SOW, the parties shall execute a change order to the SOW as described in the Change Orders section below. Services must be utilized within the term of the Order Form, or else they will be forfeited.
Expenses are not included in the fee set forth above. All expenses incurred sincurred in accordance with Harness’s T&E policy. If travel expenses are incurred with respect to this Professional Services program, Harness will invoice for travel expenses as incurred and monthly in arrears and Customer shall pay such invoices in accordance with the terms and conditions set forth in the Agreement. For the avoidance of doubt, all travel expenses must be pre-approved by the customer prior to any trips as part of the SOW. The duration of visits requested by the Customer cannot exceed two (2) Business Days unless mutually agreed in writing.
a. Ownership. As between Customer and Harness, Harness retains all right, title and interest in the Services provided and any results of thereof including the deliverables specified in the SOW (collectively, “Deliverables”). Subject to Customer’s payment in full of all fees due under the SOW, Harness grants Customer a limited, non-exclusive, non-transferable and non-sublicensable right and license to use the Deliverables during the applicable Subscription Term in connection with Customer’s use of the applicable ModuleProducts in accordance with the Agreement. For the avoidance of doubt, Deliverables do not include any Customer Confidential Information, and any Customer Confidential Information contained in the Deliverables shall remain the sole and exclusive property of Customer.
b. Except as expressly set out in the Agreement, each party disclaims all warranties, whether express, implied, statutory or otherwise, including warranties of merchantability, fitness for a particular purpose, title and noninfringement. These disclaimers apply to the full extent permitted by applicable law.
The term of these Services Terms begins on the start date of the applicable SOW and continues until the sooner of i) the completion, expiration, or termination of the SOW, or ii) the termination of the Agreement.
Upon the expiration or termination of the Services Terms, all amounts (including expenses) owed to Harness for Services under the applicable SOW (whether completed or not), will be immediately due and payable in full. Upon termination of the Agreement, Services Terms, or a SOW by Customer for any reason pursuant to the Agreement, Customer remains responsible for (a) Services performed prior to the effective termination date, and (b) any non-cancellable expenses incurred by Harness. In addition, upon any termination or expiration of the Agreement or the SOW, Harness’s obligation to provide Services shall immediately terminate.
Either party may request a change to Services or other elements of a SOW upon written notice to the other party (“Change Request”). Within a reasonable time of receipt of a Change Request, each party’s project leads will meet (virtually or in person) to discuss the Change Request. Harness will then prepare a change order describing proposed changes to the SOW, including any adjustments to the schedule, fees or expenses (a “Change Order”). Change Orders are not binding unless expressly agreed to in writing by both parties. If the parties are unable to agree on resolution of a Change Request, either party may commence an escalation process. If a Change Order reinstates an expired SOW, a reinstatement fee of up to 10% may apply.
The parties agree that all limitations of liability, exclusions of damages, and related risk allocations set forth in the Agreement shall apply to the Services provided under these Services Terms, including any Order or SOW referencing them. Confidentiality obligations applicable to the Deliverables and any related Services are governed by the confidentiality provisions of the Agreement.Harness will not directly implement or operate the Services in the Customer’s production environment. Final implementation decisions and production deployment responsibilities rest solely with the Customer, in line with Harness’s shared responsibility model available at https://trust.harness.io