Standard Terms & Conditions and EULA
  1. This is a legal agreement (“Agreement”) between you (either as an individual or, if applicable, the entity on behalf of which you enter into this Agreement) (“you”) and Customer Focus Software Limited, (Company Number 05225734) with registered office at Unit 4, Rhodes, Business Park, Silburn Way, Middleton, Manchester, M24 4NE, United Kingdom (“we” or “us”). Its terms are governed by the laws of England and all disputes are subject to the exclusive jurisdiction of the English courts.
  1. This EULA is for a browser interface and data encryption, transmission, access, storage, accompanying computer software, associated media, printed materials and any “online” or electronic documentation (hereinafter the “Service”). Your registration for, or use of, the Service shall be deemed to be your agreement to abide by this Agreement including any materials available on the Customer Focus Software Limited website incorporated by reference herein, including but not limited to Customer Focus Software Limited’s privacy and security policies which you acknowledge having reviewed.
  1. This Agreement sets out the terms and conditions on which we licence and supportServices. All Services arelicensed under the conditions detailed in our End User Licence Agreement (EULA) which is supplied with the service and which may be amended from time to time. The current version of the EULA is set out at the end of this document and is incorporated herein and made a part hereof. This Agreement shall be subject to any specific terms set out in an order acknowledgement, sales contract or invoice or other terms agreed in writing between you and us (“Specific Terms”). In the event of any conflict between the Specific Terms and this Agreement, this Agreement shall control.
  1. Privacy and Security; Disclosure. Customer Focus Software Limited’s privacy and security policies may be viewed below. Customer Focus Software Limited reserves the right to modify its privacy and security policies in its reasonable discretion from time to time. Note that because the Service is a hosted, online application, Customer Focus Software Limited may occasionally need to notify all users of the Service, whether or not they have opted out of email notifications, of important announcements regarding the operation of the Service
  1. Unless otherwise agreed in writing, all fees due must be paid in advance either on an annual basis or by monthly payment. Failure to pay fees on time will result in suspension of Service and will give us the right to terminate your licence to use our Service without notice. This applies both to Service licence fees and to maintenance upgrade and support fees. If your licence terminates before the end of any agreed minimum period or initial term (as defined below), you will be liable to pay all fees due to the end of such period or term.
  1. Service licence fees commence once the Service has been supplied to you and the initial project planning session has been completed.
  1. Support is available to all users via the web, e-mail or telephone as part of your software licence and is set out in more detail below.
  1. The minimum period of this licence is 1 year (the “Initial Term”). The Licence will automatically renew at the end of the Initial Term on an annual basis unless cancelled as provided hereinafter. You cannot cancel your licence until after the Initial Term has expired. Following this period, you or we can cancel the licence on one month’s prior written noticesubject to removal and/or destruction of all copies of the Service. We will keep fees fixed for this minimum period or initial term, following which we reserve the right to increase our fees and to change our terms and conditions.
  1. At extra charge, we can provide consultancy, training or site visits. Once booked, these are subject to a 7 day notice period for cancellation. A 50% cancellation charge may be charged for any visit cancelled within 7 days.
  1. All training services are supplied for a contracted time period not for a specific task and are payable in full in advance of delivery.
  1. All consultancy services will be provided on a confidential basis to an agreed plan.
  1. Our liability is limited to the licence fee of the Service and no liability will be accepted for any additional costs arising from the use / misuse of the Service supplied. Full details of our liability are set out in the EULA.

Data and Confidentiality

  1. Any data supplied to you / received from you is subject to the appropriate data protection lawsand will be used in relation to the appropriate instructions in writing. Advice is available on all relevant areas.
  1. Where you provide us with confidential business data (such as customer data, prospect data, supplier data, other business transactional data and business process details) we will only use it for the following specific purposes:

-migrating this data into the Services provided by us; or

-providing user support such as to understand a specific problem or provide user training; or

-configuration and development of the Services to your exact business requirements; or

-any other purpose for which you have authorised us.

  1. We will treat all your confidential data (whether provided as hard copy, electronic data or reviewed) as follows:

a)we will take all proper and reasonable measures to ensure that the confidentiality of such information is maintained;

b)we will only use it for the purposes set out above;

c)we will not disclose the information to any third party without written permission;

d)we will not disclose the data to any of our employees other than as necessary for the purposes set out above;

e)all employees involved will be made aware of the confidential nature of the data and the conditions of this clause;

f)we will not make any copy or abstract of the information without specific permission from you.

  1. We accept there is no explicit or implied transfer of ownership to us of any data.
  1. To the maximum extent permitted by law, we cannot be held responsible for the loss of any of your data.

Privacy & Security

  1. Customer Focus Software Limited provides each User in your organisation with a unique user name and password that must be entered each time a User logs on. Customer Focus Software Limited issues a session “cookie” only to record encrypted authentication information for the duration of a specific session. The session “cookie” does not include either the username or password of the user. Customer Focus Software Limited does not use “cookies” to store other confidential user and session information, but instead implements more advanced security methods based on dynamic data and encoded session IDs.
  1. Customer Focus Software Limited’s Services are hosted in a secure server environment that uses a firewall and other advanced technology to prevent interference or access from outside intruders.

Service Level Agreement

  1. Support is available by telephone 0844 880 2751, e-mail or via for all service users.
  1. Telephone Support is available during 8.00am to 5pm Monday to Friday. Outside of these times support is available at: or via for all Service users.
  1. If a consultant is available and support request valid then we will always attempt to resolve the request when first made. All support requests that cannot be resolved when made will be acknowledged within one hour and a unique reference number will be issued.
  1. The support desk function is only able to resolve valid support requests. Valid requests are technical problems,user support and simple usage questions. Requests such as detailed user training, design services or third party software support are not considered valid requests. Design services are charged separately.
  1. The maximum duration for a basic Service related question or usage question is 15 minutes. If further assistance is required help sheets can then be issued.
  1. When a support request is made, the traffic light system will be used to assign a priority based upon the impact and severity of the issue to the business. Hours quoted are working hours.

Description / Estimated Time
CRITICAL / The problem prevents the user / company from performing a business critical function. / < 2 hour
URGENT / The problem allows user / company to continue to perform their business critical functions in a restrictive manner but seriously reduces the efficiency of the user(s) within the business / < 14 hours
GREEN / The user / company is able to perform its business critical functions, but a matter has been identified which reduces the efficiency of the user(s) within their business function. / < 32 hours
LOGGED / The user / company is able to perform its business critical functions, but a matter has been identified which could enhance the efficiency of the user(s) within their business function. This matter will need to be passed to the development team to resolve. / Ticket Specific
SCHEDULED / The user / company is able to perform its business critical functions, but a matter has been identified which could enhance the efficiency of the user(s) within their business function. This matter will need to be passed to the development team to resolve and has been scheduled to be included in a specific software release. / Ticket Specific
  1. Customer Focus Software Limited reserves the right to withhold support if the customer account has not kept up to date with the agreed payment of fees and credit terms.
  1. All support will only be given to the nominated users in each organisation (usually 2). Each support plan holder must nominate the names of the 2 people requiring user support as we cannot provide support for all users.
  1. Support can only be provided for the Services purchased from ourselves and not for your network, PCs or other third party software. Where possible we will always try to point you in the right direction in the event of your support issue being caused by other aspects of your IT systems.
  1. Updates or Upgrades will be supplied free of charge to all customers. Your nominated representative will be informed by e-mail when new updates or upgrades become available and a full list of amended or enhanced functionality will be provided.
  1. Support Plans do not include onsite support. All assistance required on site is separately chargeable.
  1. Remote Access Support via Go to Meeting is available to all customers.
  2. An online library of video tutorials and help sheets will be regularly updated and available for all users to access on all areas of the system.
END USER LICENCE AGREEMENT (EULA)

This is a legal agreement (“Agreement”) between you (either as an individual or, if applicable, the entity on behalf of which you enter into this Agreement) (“Licensee”) and Customer Focus Software Limited, (Company Number 05225734) with registered office at 2-4 Cobb House, Oyster Lane, Byfleet, KT14 7HQ, United Kingdom(“Customer Focus”). It governs the use by Licensee of the accompanying Services ("Service") and any user manuals and other documentation that is generally made available to end-users by Customer Focus with the Service ("Documentation").

This Agreement shall be subject to any specific terms set out in an order acknowledgement, sales contract or invoice provided to Licensee relating to the Service or Documentation or other terms agreed in writing between Licensee and Customer Focus (“Specific Terms”). The Agreement shall incorporate such Specific Terms which (together with any definitions within the Specific Terms) shall have precedence over this document.

1. Definitions. In this Agreement unless the context otherwise requires: "Commencement Date"means the earlier of the date Licensee commences using the Service;"Group" means the Licensee's subsidiary and holding companies (as those terms are defined in Section 1159 of the Companies Act 2006) and any other subsidiaries of such holding companies other than the Licensee; "Licence Fee" means the fee set out in Specific Terms or otherwise notified by Customer Focus to Licensee, or failing this, Customer Focus’ standard fee for the scope of licence concerned; "Initial Term" means 1 year or other minimum period of licence set out in the Specific Terms. "Intellectual Property Rights" means all current and future worldwide patents, patent applications (including, without limitation, all reissues, divisions, renewals, extensions, continuations and continuations-in-part), copyrights (including, without limitation, rights in audiovisual works and moral rights), trade secrets, trade marks, service marks, trade names and all other intellectual property rights and proprietary rights, whether arising under the laws of the United Kingdom or any other country, state or jurisdiction; "Customer FocusIPR" means all Intellectual Property Rights in the Services and Documentation which is owned by Customer Focus or licensed to Customer Focus.

2.Licence. Licence Grant and Restrictions. The Service is protected by copyright laws and international copyright treaties, as well as other intellectual property lays and treaties. The Service is licensed, not sold. This EULA grants you the following rights:

  • Customer Focus Software Limited hereby grants you a non-exclusive, non-transferable, worldwide right to use the Service, solely for your own internal business purposes, subject to the terms and conditions of this Agreement. All rights not expressly granted to you are reserved by Customer Focus Software Limited and its licensors
  • You may not access the Service if you are a direct competitor of Customer Focus Software Limited, except with Customer Focus Software Limited’s prior written consent. In addition, you may not access the Service for the purposes of monitoring its availability, performance or functionality, or for any other benchmarking or competitive purposes.
  • You shall not (i) licence, sublicense, sell, resell, transfer, assign, distribute or otherwise commercially exploit or make available to any third party the Service or any content or other material accessible by use of the Service(the “Content”) in any way; (ii) modify or make derivative works based upon the Service or the Content; (iii) create Internet “links” to the Service or “frame” or “mirror” any Content on any other server or wireless or Internet-based device; or (iv) reverse engineer or access the Service in order to (a) build a competitive product or service, (b) build a product using similar ideas, features, functions or graphics of the Service, or (c) copy any ideas, features, functions or graphics of the Service. User licences cannot be shared or used by more than one individual User but may be reassigned from time to time to new Users who are replacing former Users who have terminated employment or otherwise changed job status or function and no longer use the Service
  • You may use the Service only for your internal business purposes and you shall not: (i) send spam or otherwise duplicative or unsolicited messages in violation of applicable laws; (ii) send or store infringing, obscene, threatening, libellous, or otherwise unlawful or tortious material, including material harmful to children or violate any third party privacy rights; (iii) send or store material containing software viruses, worms, Trojan Horses or other harmful computer code, files, scripts, agents or programs; (iv) interfere with or disrupt the integrity or performance of the Service or the data contained therein: or (v) attempt to gain unauthorised access to the Service or its related systems or networks

3.Responsibilities, You are responsible for obtaining, at your own expense, licences to use, and for properly installing and using, all third party software necessary in order to access and use the Service and all of its features, including but not limited to computer operating system(s), network software, and internet browser(s). You are responsible for obtaining at your own expense all computer hardware necessary to operate the Service and to access and use the Service and all of its features. You are responsible for all activity occurring under your User accounts and shall abide by all applicable local, provincial or state, national and foreign laws, treaties and regulations in connection with your use of the Service, including those related to data privacy, international communications and the transmission of technical or personal data. You shall: (i) notify Customer Focus Software Limited immediately of any unauthorised use of any password or account or any other known or suspected breach of security; (ii) report to Customer Focus Software Limited immediately and use reasonable efforts to stop immediately any copying or distribution of Content by you or your Users; and (iii) not impersonate another User or provide false identity information to gain access to or use the Service

4.Licence Fees. The licence fee for the licence provided herein and the support fee for the support services provided hereunder shall be as set forth on the accompanying order acknowledgement. Any breach of your payment obligations or unauthorised use of the Customer Focus Software Limitedtechnology or Service will be deemed a material breach of this Agreement. Customer Focus Software Limited, in its sole discretion may terminate your password, account or use of the Service if you breach or otherwise fail to comply with this Agreement. In addition, Customer Focus Software Limited may terminate a free account at any time in its sole discretion. You agree and acknowledge that Customer Focus Software Limited has no obligation to retain the Customer Data, and may delete such Customer Data, if you have materially breached this Agreement, including but not limited to failure to pay outstanding fees, and such breach has not been cured within 30 days of notice of such breach