Terms & Conditions

Uneecops is engaged in the business of development and implementation of human resource management solutions product named ‘HROne’ (the “Software”, whose reference shall also include any related software provided by Uneecops). The following terms and conditions regulate the provision of Software Subscription Services for their Customers and are in addition to the terms of the relevant customer agreement (“Customer Agreement”). Any capitalised terms set out herein shall have their meaning as assigned to them in the Customer Agreement.

1. LICENSE CONDITIONS
   1. The licence granted by Uneecops to the Customer is subject to the following limitation and prohibitions:
      1. the Software Subscription Services may only be used and accessed by the employees and other authorised personnel of the Customer;
      2. the Software Subscription Services may only be used by the number of users purchased by the Customer 
      3. the Customer must not sub-license its right to access and use the Software Subscription Services;
      4. the Customer must not use the Software Subscription Services to provide services to third parties
         
         

2. MAINTENANCE AND SUPPORT SERVICES
   1. The Maintenance Services and Support Services shall be provided by Uneecops to the Customer off-site, i.e., on call or remotely, in accordance with this clause and the terms set out in Schedule 1 of these Terms & Conditions.
   2. Uneecops shall make available to the Customer a virtual/remote helpdesk in accordance with the provisions of this Agreement. The Customer may use the helpdesk for requesting and, where applicable, receiving the Maintenance Services and/or Support Services; the Customer must not use the helpdesk for any other purpose. Uneecops shall respond promptly to all requests for Maintenance Services and/or Support Services made by the Customer through the helpdesk. 
   3. In the event the Customer requires Uneecops to provide any Maintenance Services and/or Support Services (including training or re-training) on-site, i.e., at the premises of the Customer, the Customer shall be liable to pay Charges to Uneecops for the time spent by Uneecops’ personnel performing such Maintenance Services and/or and Support Services.
   4. Uneecops shall, where practicable, give to the Customer at least 10 (ten) Business Days’ prior written notice of scheduled Maintenance Services and/or Support Services that are likely to affect the availability of the Software Subscription Services or are likely to have a material negative impact upon the Software Subscription Services, without prejudice to Uneecops’ other notice obligations under this Agreement.
   5. Uneecops may suspend the provision of the Maintenance Services and/or Support Services if any amount due to be paid by the Customer to Uneecops under this Agreement is overdue by 45 days, and Uneecops has given to the Customer at least 30 (thirty) days written notice, following the amount becoming overdue, of its intention to suspend the Maintenance Services and/or Support Services on this basis.
      
      
3. DATA PROTECTION
   1. The Customer warrants to Uneecops that it has the legal right to disclose all Customer Data that it does, in fact, disclose to Uneecops under or in connection with this Agreement and that the processing of that Customer Data by Uneecops for the permitted purpose in accordance with the Customer Agreement will not breach any Applicable Law including any applicable data protection or data privacy laws.
   2. To the extent that Uneecops processes Customer Data disclosed by the Customer, Uneecops warrants that:
      1. it will act only on instructions from the Customer in relation to the processing of that Customer Data; and 
      2. it has in place appropriate security measures (both technical and organisational) against unlawful or unauthorised processing of that Customer Data and against loss or corruption of that Customer Data.
   3. The data protection addendum at (“DPA”) as may be updated by HROne from time to time if required by applicable law. For the Standard Contractual Clauses (as defined in the DPA) which form part of the DPA, The below Data Processing Addendum (DPA) constitutes an integral part of the customer “Subscription” Agreement and is hereby incorporated to it by reference, unless a customer has signed a separate written data processing agreement with Uneecops (HROne).
4. ACKNOWLEDGEMENTS AND WARRANTY LIMITATION   
   1. The Customer acknowledges that complex software is never wholly free from defects, errors and bugs, and subject to the other provisions of this Agreement, Uneecops gives no warranty or representation that the Software or the Software Subscription Services will be wholly free from defects, errors and bugs. But Uneecops will always assist the Customer in resolving the identified problems.
   2. The Customer acknowledges that complex software is never entirely free from security vulnerabilities, and subject to the other provisions of this Agreement, Uneecops gives no warranty or representation that the Software or the Software Subscription Services will be entirely secure. But Uneecops will always assist the Customer in resolving the identified problems.
   3. The Customer acknowledges that the Software Subscription Services are designed to be compatible only with that software and those systems specified as compatible in the Software Subscription Services specification, and Uneecops does not warrant or represent that the Software or the Software Subscription Services will be compatible with any other software or systems.
   4. The Customer acknowledges that Uneecops will not provide any legal, financial, accountancy or taxation advice under this Agreement or in relation to the Software Subscription Services; and, except to the extent expressly provided otherwise in this Agreement, Uneecops does not warrant or represent that the Software or the Software Subscription Services or the use of the Software or the Software Subscription Services by the Customer will not give rise to any legal liability on the part of the Customer or any other person.

Refund & Cancellation Policy

We strive to offer flexible solutions for your HR needs. We do not have refund policy. If you need to cancel your HROne subscription, you may do so at any time by providing us with one month’s advance notice. This notice period helps us ensure a smooth transition and closure of your account.

MAINTENANCE AND SUPPORT SLA

PART A

MAINTENANCE SLA

This Part A (Maintenance SLA) of  Schedule 1  (Maintenance and Support SLA) sets out the service levels applicable to the Maintenance Services.

1. UPDATES

Uneecops may apply updates to the Software from time to time without any prior intimation to the Customer.

2. UPGRADES
   1. Uneecops may upgrade the Software from time to time.
   2. Uneecops shall keep the Customer reasonably informed during the Term of its plans for the release of Upgrades; however, except to the extent that the Parties agree otherwise in writing, Uneecops shall have no obligation to release upgrades with features requested by the Customer or to take into account the opinions of the Customer in relation to plans for the release of upgrades.
   3. Uneecops shall produce upgrades at least once in each calendar year during the Term and shall make such upgrades available to the Customer in accordance with the provisions of this Part A (Maintenance SLA) of Schedule 1 (Maintenance and Support SLA).

PART B

SUPPORT SLA

This Part B (Support SLA) of Schedule 1 (Maintenance and Support SLA) sets out the service levels applicable to the Support Services.

1. TOUCH POINTS 

Following will be the touch points between the Parties for logging issues, resolving them and any other communication required in this regard: 

1. Access to My Uneecops Support (24 x 7 web-based Customer support system), including the ability to log service requests online;
2. Direct phone lines & cell-phone based support on Business Days during normal business hours;
3. Program updates, fixes, security alerts, and critical patch updates;
4. General maintenance releases, selected functionality releases, and updates; or
5. Non-technical Customer service during normal business hours.

2. Service requests  may be submitted online through the Uneecops web-based Customer support systems or by email /telephone. 
3. The service request severity level is selected by the Customer and Uneecops and should be based on the following severity criteria:
   1. Severity – High

The production use of the Software Subscription Services has stopped or so severely impacted that the Customer cannot reasonably continue work. The Customer experiences a complete loss of service. The operation is mission-critical to the business, and the situation is an emergency. A Severity P1 service request has one or more of the following characteristics:

1. Data corrupted; 
2. A critical documented function is not available;
3. System hangs indefinitely, causing unacceptable or indefinite delays for resources or response; or
4. System crashes and repeatedly crashes after restart attempts.

2. Severity – Medium

The Customer experiences a severe loss of service. Important features of the Software Subscription Services are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.

3. Severity -Low

The Customer experiences a minor loss of service. The impact is an inconvenience, which may require a workaround to restore functionality.