Terms of Service

Date Effective: 7 May 2020
Last Reviewed: 19 July 2023

  • comply with any law, binding directive of a regulator or a court order;
  • comply with the listing rules of any stock exchange on which its securities are listed; or
  • obtain professional advice in relation to matters arising under or in connection with this document where the advisors agree to be bound by the same obligation of confidentiality.
  • any acts or omissions of anyone whom the indemnifying party allows to access the Software via your Subscription from time to time, whether deliberately or otherwise; and
  • a breach of any law or infringement of any third party rights in relation to the Software or Services or Client Materials including Intellectual Property rights as a result of an act or omission of the indemnifying party. ; or
  • if your instructions to us cause us to be in breach of any law or infringement of any third party rights including Intellectual Property rights, in particular in relation our use, modification or hosting of any Client Materials.
  • our reasonable actions in denying anyone access to Services for security reasons or non-payment;
  • actions taken in relation to this agreement in accordance with our obligations at law or any order issued by a court of law or relevant government authority.
  • supplying the services again; or
  • payment of the cost of having the services supplied again; or
  • a refund of the amount you paid us for those services;
  • you fail to make any payment when due, or any payment is dishonoured or subject to chargeback;
  • you are otherwise in material default of your obligations or warranties under this agreement.
  • data loss;
  • loss of opportunity, loss of anticipated profits or savings, wasted overheads, loss of contract, loss of business, loss of production, loss of use, loss of goodwill, and all other pure economic loss; and
  • disappointment, distress, stress, and inconvenience.
Priority
Description
Response Time Target
Resolution Time Target
1– System Down
The system or your access to it is rendered inoperable or inaccessible due to a system or software failure.
30 minutes
30-60 minutes
 2 – Critical
 A major program  function (or access to it) is affected by a software failure, so that a  number of users are adversely affected with significant impact to the business.
 1 hour
 8 hours
 3 – High
A minor program function (or access to it) is affected by a software error, resulting in diminished productivity, or a problem occurs infrequently, or a problem has occurred and a workaround has been provided.
 4 hours
If a workaround can be provided, the correction will be scheduled for the next regular upgrade. If not, a correction will typically be provided within a week or as otherwise advised.
 4 – Medium
A problem that would otherwise be a priority 3 problem has occurred that is not easily reproducible.
8 hours
If a workaround can be provided, any correction will be scheduled for the next regular upgrade. If not, a correction will typically be provided within a month.
 5 – Low
An issue with negligible impact, a documentation query, or a how-to question.
 24 hours
 If a workaround or  answer can be provided,  the correction will be made at our discretion, based on its relevance to  other customers.