Terms
Managed Services Terms
monday.com will provide Customer services to assist Customer in managing its Account(s) in accordance with the scope of services set forth under these terms (“Managed Services”) and subject to the number of Monthly Services Points (as defined below) provided under the respective Managed Services package designated on Customer’s Order Form (“Managed Services Package”). These terms shall be referred to as the “Managed Services Terms”.
Managed Services
The Managed Services will be provided to Customer for an annual term, running concurrently with the Subscription Term, unless otherwise set forth under the applicable Order Form. Customer will receive a set number of monthly service points as available to Customer under the applicable Managed Services Tier (as such term is defined below) for Customer to select certain tasks and/or activities, based on the designated service points menu available here (“Managed Services Menu”) for the respective Managed Services Package (“Managed Services Points”). The performance of the chosen activities which consume the Monthly Service Points shall not exceed the maximum number of monthly hours designated for consumption during each month of the Managed Services Package, which hours shall include all planning activities and Monthly Meetings related to the performance of such tasks and activities (“Managed Services Hours”).
The Managed Services Hours and the Monthly Service Points (collectively “Managed Services Units”) will be provided monthly on a “use it or lose it” basis. If Customer does not use all Managed Services Units during each respective monthly period of its Subscription, such Managed Services Units will not roll over to the following month (or any other month under the Subscription Term) or to any subsequent Subscription Term(s) and Customer will not have any further rights to utilize such Managed Services Units. Notwithstanding the foregoing, certain Managed Services activities may require more Managed Services Points than available to Customer within Customer’s monthly allocation under its Managed Services Package and if Customer selects such activities, such may be performed over the course of the term of the Managed Services Package. Accordingly, Customer may select such activities provided that the total Managed Services Points required for such activities do not exceed the aggregate Managed Services Points allocated to Customer under its Managed Services Package.
During the performance of the Managed Services, monday.com may make suggestions for optimization of Customer’s Account(s) and/or systems which integrate or are contemplated to be integrated with the monday.com platform, and/or provide guidance for maintenance of the Account(s), including instructions for performance, which are based on monday.com’s understanding of Customer’s needs as communicated by Customer to monday.com and are provided by monday.com to Customer without any representations or warranties. For avoidance of doubt, the guidance, suggestions and/or instructions provided by monday.com are solely recommendations and any actions taken by monday.com within the Account(s) shall be at the sole decision and direction of Customer.
Scope
The scope of the Managed Services provided under each Managed Services Package shall be determined by the applicable Managed Services tier specified in the Order Form (the "Managed Services Tier") and the activities to be performed under the Managed Services Package shall encompass the following types of services as detailed in this Section and subject to the Managed Services Menu. For clarity, the Managed Services Menu for the Managed Services Tiers are cumulative, such that Tier 2 includes all Managed Services Menu options available under Tier 1, and Tier 3 includes all Managed Services Menu options available under Tiers 1 and 2, in each case in addition to the Managed Services Menu options specifically designated for the applicable Managed Services Tier.
Training
Training- Providing trainings as agreed by the parties on, inter alia, general usage of the Services, specific use cases in connection with use of the Services, new features and functionalities of the Services.
Account Management
Guidance on Best Practices- providing guidance on best practices related to setting up and best configuring the Account(s) and the features therein.
Health Assessments- conducting health assessments to measure Customer’s success and/or progress towards achieving Customer’s Managed Services objectives, consumption of Managed Services Units, and reviewing usage statistics.
Ongoing Account Maintenance- providing ongoing maintenance for Customer’s Account(s), including recommendations on how to improve Customer’s experience and use of the Services (i.e. account clean up, archiving unused boards, reviewing user privileges, reviewing Account(s) and team set up based on department mapping provided by Customer). For clarity Account maintenance excludes bug fixes, Error (as defined in the SLA) resolutions and/or troubleshooting such Errors and/or bugs which may be identified in the Services, as well as standard and/or premium customer support services provided through monday.com support channels and/or under monday.com’s SLA.
Compliance Design – assisting Customer to build workflows in a manner that supports Customer’s compliance program and leveraging the monday.com platform’s native features.
AI and Machine Learning Activities
AI Agent Design and Deployment - designing and building architecture for deploying monday.com agents within the monday.com platform, setting up parameters of human in the loop review, as well as, assisting to design reporting, all leveraging monday AI.
AI Agent Workflows Connections- advising and consulting on agent workflows for Customer’s third party systems connected and/or being contemplated to be connected to the monday.com platform.
Prompt Engineering and Optimization- creating and designing prompts for use with monday AI, as well as, advising and consulting on prompts for Customer’s LLMs connected and/or being contemplated to be connected to the monday.com platform.
Retrieval Augmented Generation (“RAG”) Pipeline Setup- building RAG pipelines within monday.com platform to establish source knowledge base data that is used in connection with setting up monday AI, using the source knowledge base(s) provided by Customer.
Model Context Protocol (“MCP”) Architecture– assisting Customer with establishing connections with Customer’s MCP connected to the monday platform and leveraged by monday AI.
AI-Powered Document Processing– building AI workflows to read, review and pull data from documents uploaded to the monday.com platform in a structured manner.
AI Governance Framework- creating governance policies for use of monday AI, as well as, advising and consulting on AI governance frameworks for Customer’s third party systems connected and/or being contemplated to be connected to the monday.com platform.
Integrations and Configurations
Third Party System Integrations - assisting with configuring integrations of Third Party Services with the monday.com platform, as well as, advising and consulting on designing rules related to bi-directional data synchronization, where data is connected between the monday.com platform and a Third Party Service, and API orchestration.
Webhook Implementation- configuring webhooks within the monday.com platform.
SSO and Identity Integration- advising and consulting on the configuration of single sign on (SSO) connections and assisting Customer to document processes and flows for single sign on.
Platform
Data Import for Account Set Up- assisting Customer in setting up its Account(s) based on Customer’s needs, including supporting Customer with importing data to the Services by using an excel sheet (provided either by Customer or monday.com as the case may be) with a predefined structure based on the Managed Services Package.
Data Migration- assisting with data migration from either an existing monday workspace(s) or Account(s) to new workspace(s) or Account(s) on the monday.com platform or legacy system into monday.com platform, including advising the Customer on data mapping and data format to be used for the migration.
Vibe Application Development- building and deploying monday Vibe applications within the Account(s) and advising Customer on API configurations to allow monday Vibe applications to connect to Customer’s systems.
monday Code- developing and deploying applications on monday Code, a secure managed hosting platform for running monday.com apps.
Meetings and Planning Activities
Customer and monday.com shall meet on a monthly basis to plan the tasks to be performed and the activities that will consume the Monthly Services Points (the “Monthly Meetings”). The scope of the services and specific activities provided to Customer as part of the Managed Services Units shall be agreed by the parties in the Monthly Meeting or such other meetings to be held between the parties and subject to any Managed Services Package limitations.
Each Monthly Meeting shall be scheduled at least one (1) week in advance and attendees, unless agreed otherwise between the Customer and monday.com, shall include at least the following individuals: Customer Representative, and a Delivery Team Member (as defined below).
In addition, the parties may meet on an as needed basis as determined by the parties, to discuss specific tasks to be performed by the Delivery Team. Any such meetings or calls outside of the Monthly Meeting and/or focused on planning activities shall consume Managed Services Points in accordance with the Managed Services Menu.
Customer will also have a designated Managed Services request board and/or form within Customer’s Account(s) where any of Customer’s Users (as permitted by Customer Representative) may communicate with the Delivery Team to request activities to be performed to consume the Monthly Service Points. Each such task must be approved by Customer Representative prior to any work performed by the Delivery Team, unless otherwise agreed by the Customer Representative.
Resources
monday.com will designate one or more services resources who shall perform the Managed Services during the Customer’s respective Subscription Term (“Delivery Team” each a “Delivery Team Member”). The Delivery Team shall perform the activities remotely (unless onsite visits are requested and agreed to by monday.com) in both online and offline sessions during business hours on business days as agreed between the parties.
Customer will designate an individual, who is an Admin in the Customer’s Account(s), who shall be the Customer’s primary contact and shall be responsible for approving the scope of work performed by the Delivery Team and for scheduling, coordinating and attending any Monthly Meetings or any other calls, online sessions, trainings and meetings with the Delivery Team (“Customer Representative”).
On-Site Services
Based on the Managed Services Package, the Delivery Team may perform activities at Customer’s premises at such time and frequency as agreed between Customer and monday.com (“Onsite Services”). Customer shall provide adequate working space and network access for such on-site engagements. On-site days must be scheduled at least two (2) weeks in advance. Customer hereby agrees to reimburse monday.com for all travel and expenses (including but not limited to round trip flights, transportation, lodging, and daily meal stipend) incurred in connection with such Onsite Services, subject to monday.com receiving prior written approval (email being sufficient) from the relevant Customer Representative for such travel and providing Customer an estimate of such travel and expenses fees.
Each month during the term of the Managed Services Package, monday.com shall provide Customer an invoice reflecting the actual travel and expense fees incurred by monday.com for such Onsite Services and Customer will remit payment to monday.com of such fees within thirty (30) days of the date of such invoice. Such Onsite Services shall consume the designated Monthly Services Points as indicated on the Monthly Services Points menu and such services shall be performed solely during business hours, unless otherwise agreed by monday.com. For the avoidance of doubt reimbursements of expenses associated with onsite visits may not be satisfied with consumption of Managed Services Points.
Customer Responsibilities
In order for monday.com to perform the Managed Services, Customer will fully cooperate with the Delivery Team and shall provide all information, materials, consents or access to Customer’s Account(s) and/or systems as required for the provision of the agreed scope of Managed Services and shall be responsible for managing removal of Delivery Team Members from such systems, as applicable. Customer will provide the Delivery Team with the necessary access to Customer’s Account(s) to enable the Delivery Team to perform tasks based on the directions, instructions and requests of Customer within the scope of the Managed Services as agreed by the parties. Customer is responsible for any and all actions which are performed in accordance with Customer’s directions, instructions and/or requests in connection with the Managed Services. Failure to cooperate may impact monday.com’s ability to perform the Managed Services and monday.com shall not be liable for such failure and/or delays.
Customer shall be solely responsible for its Customer Data, including any input and content loaded into the monday platform and/or output received based on such input, such content connected to the monday.com platform and/or used by the Delivery Team in performance of the Managed Services, including such used in connection with monday AI (e.g. those used to generate prompts, configure knowledge bases, design workflows and/or data flows etc.) and/or to establish connections between the monday.com platform and Third Party Services and for using of the Services, including use of monday AI in accordance with the terms of the Agreement.
General Terms
The Managed Services are subject to the terms and conditions of the Additional Services Terms which form part of the monday.com Terms of Service or other agreement governing the use of monday.com’s services (“Agreement”). All capitalized terms not defined herein shall have the meaning set forth in the Additional Services Terms and/or the Terms of Service, as applicable.
Customer is responsible for maintaining a subscription to the relevant monday.com Services, including maintaining an adequate usage balance (e.g. credits and/or buckets) in connection with any Usage Based Offerings, which include AI credits related to use of monday AI, to enable the Delivery Team to perform the Managed Services and Customer shall allocate sufficient credits and/or buckets to the Delivery Team to be available for consumption by the Delivery Team. Failure of Customer to have and/or assign adequate usage balances to the Delivery Team shall impact the Delivery Team’s ability to perform any Managed Services, including any activities related to monday AI.
Any services not detailed under the scope of the Managed Services Package or additional units beyond the predefined Managed Services Units within Customer’s Managed Services Tier will require the purchase of separate Additional Services plans and may be subject to payment of additional fees. For clarity the following are out-of-scope services, except as expressly authorized under these Managed Services Terms: access to Customer systems, tools and/or environment outside of the monday.com platform, including assistance with Third Party Services, and activities related to backup, disaster recovery and remediation of data.
The Managed Services Packages, the Managed Services Menu and these Managed Services Terms may be updated by monday.com from time to time.
All fees paid by Customer for a Managed Services Package are non-cancelable and non-refundable.
These Managed Services Terms shall apply to any new Managed Services Package or renewal of an existing Managed Services Package purchased on or after November 2, 2026. Any Managed Services Packages purchased prior to this date are subject to the Managed Services Terms available here until the expiration of such Managed Services Package.