THIS AGREEMENT is made this XY day of [MONTH], [YEAR] by and between LoopIndex (“Service Provider”) and [COMPANY NAME] (“Customer”).
By accepting this Agreement and subject to the terms and conditions of this Agreement, including those terms and conditions that are set forth on the website located at https://www.loopindex.com (“Service Provider’s Website”) that are incorporated herein by reference, Service Provider agrees to provide certain technical support services (“Services”) to the Customer in connection with the Customer’s use of authorized versions of specific software (“Supported Software”) for which Service Provider is prepared to provide support.
1. Technical Support Services
Service Provider will provide an Internet-based support system (“Support HelpDesk”) generally available Monday – Friday, 09:00am – 06:00pm (GMT + 2) on the Service Provider’s Website (https://www.loopindex.com).
Service Provider will establish and maintain an organization and process to provide assistance for the Supported Software to Customer. Assistance shall include (i) diagnosis of the deficiencies of the Supported Software and (ii) a resolution of the deficiencies of the Supported Software.
Service Provider will use its best efforts to cure, as described below, reported and reproducible errors in the Supported Software.
Service Provider will commence work on resolving the deficiency within one (1) business day of notification and will engage staff during business hours until an acceptable resolution is achieved.
Service Provider will establish and maintain an organization and process to provide consulting for the implementation or use of the Supported Software to Customer.
Service Provider will provide an initial response regarding the request within one (1) business day.
During the term of this agreement, Service Provider will provide the Customer with copyrighted patches, updates, releases and new versions of the Supported Software along with other generally available technical material. These maintenance materials including the Supported Software may not be used to increase the licensed number of versions or copies of the Supported Software. The Customer agrees not to use or transfer the prior version but to destroy or archive the prior version of the Supported Software. All patches, updates, release and new versions shall be subject to the license agreement related to the Supported Software.
2.1 Support Fees
Customer shall pay the fees (“Support Fees”) set forth for the Services purchased by Customer in accordance with Service Provider’s Pricing that is incorporated into this Agreement by reference. Service Provider may change its Pricing and the fees for its Services from time to time. Service Provider’s changes to the Pricing are effective upon publishing on the Service Provider’s Website.
All fees under this Agreement exclude all applicable sales, use, and other taxes and government charges, whether federal, state or foreign, and Customer shall be responsible for payment of all such taxes (other than taxes based on Service Provider’s income), fees, duties, and charges, and any related penalties and interest, arising from the payment of any and all fees under this Agreement including the access to or license of the Supported Software and performance of the Services hereunder.
3. Customer Responsibilities
Customer shall always supply support requests in written form using the Support Helpdesk. Customer shall provide to Service Provider all data that is relevant for resolving each support request. Relevant data may include, but is not limited to, log files, database dumps, program scripts, descriptions of the hardware and software environment, examples of inputs, and expected and actual outputs.
Customer acknowledges that it is the sole responsibility of the Customer, at all times, including specifically during all service functions performed by Service Provider pursuant to this Agreement and undertaken on the Customer’s local installation of the Supported Software, to protect and maintain an up-to-date and restorable backup of any and all databases, files, utilities, software and other systems which Service Provider’s staff may directly access or in connection with which Service Provider’s staff may offer advice. Customer represents and warrants to Service Provider that it:
A. is engaged in a lawful business enterprise;
B. can form legally binding contracts and is authorized to enter into this Agreement; and
C. is in compliance with all applicable laws appropriate to its location of business and nature of work.
4. Disclaimer of Warranties
EXCEPT AS OTHERWISE EXPRESSLY PROVIDED IN THIS AGREEMENT, SERVICE PROVIDER DISCLAIMS ANY AND ALL PROMISES, REPRESENTATIONS AND WARRANTIES, EXPRESS OR IMPLIED, WITH RESPECT TO THE SUPPORTED SOFTWARE, CORRECTIONS AND THE SERVICES PROVIDED HEREUNDER, INCLUDING PROMISES, REPRESENTATIONS AND WARRANTIES AS TO CONDITION, THE EXISTENCE OF ANY LATENT OR PATENT DEFECTS, MERCHANTABILITY OR FITNESS FOR ANY PARTICULAR PURPOSE, NON-INFRINGEMENT, OR ANY IMPLIED WARRANTY OF INFORMATION CONTENT OR SYSTEM INTEGRATION.
Without limiting the generality of the foregoing disclaimer, Service Provider does not warrant that its advice or programming on behalf of the Customer will be error free.
SERVICE PROVIDER SHALL NOT HAVE ANY OBLIGATION TO CORRECT ERRORS IN THE OPERATION OF THE SUPPORTED SOFTWARE.
5. Limitation of liability
Service Provider disclaims all liability whatsoever to the Customer or any other party for any act or omission that may result in consequential, indirect, incidental, special or such other damages including but not limited to, any damage for lost profits, loss of data or loss of business, even if Service Provider has been advised of the possibility of such damages.
In no event shall the liability Service Provider to the Customer for any claim whatsoever related to this Agreement exceed the total amount of Support Fees paid for the Services that gave rise to the claim within the calendar year during which the claim arose.
Upon termination of this Agreement, Service Provider shall have no further obligation to provide any Services hereunder to Customer.
Termination of this Agreement shall not affect any obligation owed by one party to the other party that have accrued prior to such termination.
7.1 Governing law
New York, United States law governs the construction and application of the terms of this Agreement.
7.2 Force majeure
Except for the payment of any fees due and payable under this Agreement, neither party’s delay in the performance of any duties or obligations under this Agreement will be considered a breach of this Agreement if such delay is caused by a labor dispute, shortage of materials, fire, earthquake, flood, failures in electric power or telecommunications services, or any other event beyond the control of the party.
Customer shall not assign, transfer or delegate this Agreement or any rights or obligations hereunder. Any assignment, transfer or delegation in contravention of the foregoing provision shall be null and void. Customer agrees that this Agreement may be assigned by Service Provider, in Service Provider’s sole discretion.
The waiver by either party of any breach or failure to enforce any of the terms and conditions of this Agreement at any time shall not in any way affect, limit, or waive such party’s right thereafter to enforce and compel strict compliance with every term and condition of this Agreement.
Both the Customer and the Service Provider agree that while this Agreement is in force and for a period of twelve (12) months thereafter, they shall not directly or indirectly solicit or offer employment to any of the other’s officers, employees, third party contractors and associates who have been involved in or associated with this Agreement without the other’s prior written consent.
Except as explicitly stated otherwise, any notification or written communication required by or contemplated under the terms of this Agreement shall be in writing and shall be deemed to be delivered via Support Helpdesk (https://loopindex.desk.com/).
7.7 Additional terms
The following policies are incorporated into this Agreement by reference and provide additional terms and conditions related to the Services offered by Service Provider:
The number of Support Requests that LoopIndex is entitled to accept from you is limited to 5 per month. LoopIndex may refuse Support Requests that exceed these limits.
The support agreement may be used according to the following model (“License Model”):
Using the product in up to 3 domains.
The license will be valid for any sub-domains of the above domains.
This license includes 5 Developer licenses that cover development activities exclusively related to the site.
The price for one (1) of service is $ 995 (US Dollars).