Service description iseeu Intelligent Customer Service & Workflow Software as a Service. Terms and Conditions Software as a Service.

Transcription

1 Service description iseeu Intelligent Customer Service & Workflow Software as a Service Terms and Conditions Software as a Service G-Cloud 4

2 Contents iseeu G-Cloud 4 Terms and Conditions... 3 iseeu G-Cloud 4 - Terms & Conditions... 4 Ordering and invoicing process... 5 Service lead time... 5 Termination terms... 6 By consumers (i.e. consumption)... 6 By the Supplier (removal of the G-Cloud Service)... 6 Force majeure... 6 Data restoration / service migration... 6 Consumer responsibilities... 6 SaaS Lot 3 iseeu Commercial in Confidence Page 2

3 iseeu G-Cloud 4 Terms and Conditions This document details the iseeu G-Cloud Terms and Conditions for the iseeu SaaS (Lot3) services. SaaS Lot 3 iseeu Commercial in Confidence Page 3

4 iseeu G-Cloud 4 - Terms & Conditions Payment Terms 30 days from date of invoice All prices are exclusive of V.A.T. Applied at the prevailing rate at the time of invoicing. SaaS Software products are licensed for use, not sold. Title, IPR and copyrights in and to the Software Products (including any images, applets, photographs, animations, video, audio, music, and text incorporated into the Software Products), accompanying printed materials, and any copies you are permitted to make herein are owned by Licensor (ISEEU Global ltd). All Forms, Work Flows and their underlying commercial concepts developed by, or on behalf of an end Customer (Consumer) during the solution design, development and implementation stages of a Fixed Price Project and/or Time and Materials Professional Services (SFIA) Engagement remain the intellectual property of the end Customer (Consumer). iseeu Annual SaaS Payments are subject to an annual price adjustment, the Inflationary Adjustment Rate (IAR) published annually for 2013 this is fixed at 2% for subsequent two years (i.e. Year 2 and Year 3), the IAR will be reviewed at the end of Year 3. Operational use of any deliverables constitutes full acceptance of the whole solution and renders all sums due to iseeu payable. iseeu are not responsible for any end user network operator costs. iseeu Products are used as is and any customization to the core products would be at the discretion of iseeu Proposals are subject to iseeu Global s standard Software Products End User License Agreement (EULA) see SaaS supporting documents. SMS dedicated number rental per annum - is a country specific dedicate LONG SMS telephone number SMS credit is per 160 character text message, thus a message of greater than 160 characters will use more than 1 SMS credit. The iseeu SMS URL encryption engine is included in iseeu Pro Core this is used for SMS encrypted URL resolution Interactive Voice Response Telephony Service Provision is via a dedicated phone number (outbound calling only); call charges are variable and thus re-charged at cost +10% administration fee. A call charge will depend on country called and if landline or mobile or if premium numbers etc.. are called which is under the control of the Consumer. Call charges are variable depending on duration, number called, locale, and time of day. SaaS Lot 3 iseeu Commercial in Confidence Page 4

5 Ordering and invoicing process Billing for the service is monthly in arrears. Payment can be via Purchase Order - BACS transfer, Standing Order or Direct Debit to our UK Bank Account. Payment may also accepted via Debit/Credit Card payments please enquire at time of order to check whether this is available. Service lead time Setting up a new consumer organisation will typically be completed within 10 days from acceptance of order. Shorter deployment times are typically achieved and can be prioritised upon request. Once set up Organisations have instant access to additional SaaS licenses, compute and storage resources with no notice period required as they manage this themselves

6 Termination terms By consumers (i.e. consumption) At the point of termination, all consumer data, accounts and access will be permanently deleted, and will not be able to be subsequently recovered or restored. 30 days notice must be given in writing from an Authorised Consumer member of staff prior to termination. Costs There are no termination costs for this Service. Consumers are responsible for extracting their own data from the platform if required. iseeu may make an additional charge for transferring data out of the service if requested to do so. By the Supplier (removal of the G-Cloud Service) Consumers will be offered a local deployment option with a full copy with installation instructions of the iseeu software suite, a snapshot of the latest Consumer LIVE Database and File system backup to enable the Consumer to source an alternative G-Cloud Infrastructure service provider or deploy the iseeu solution within their own IT environments. Force majeure No party shall be liable to the other for any delay or non-performance of its obligations under the SaaS licence subscription agreement arising from any cause beyond its control including, without limitation, any of the following: act of God, governmental act, war, fire, flood, explosion or civil commotion. Data restoration / service migration iseeu can help facilitate a bulk migration to the platform using local data import. This is priced on a time and materials basis from the SFIA rate card. Consumer responsibilities The control and management of access and responsibilities for end users including appropriate connectivity, security and accreditation if required. Where access is required over GSI or PSN, the consumer is responsible for adhering to the Code of Connection. As a core benefit of SaaS, consumers are expected to self-manage the provisioning of new subscription licenses by role, user administration, content management etc. Consumers must be aware of the variable nature of the billing based on usage. The consumer is also responsible for ensuring only appropriate data (e.g. IL0-IL2 or IL3) is stored and processed by applications on this environment and that they comply with any Security Operating Procedures (SyOps) and other information assurance requirements as specified in G- Cloud System Interconnect and Security Policy (SISP) and associated accreditation documentation sets. SaaS Lot 3 iseeu Commercial in Confidence Page 6