1.1. "Additional Support Services" shall have the meaning assigned to it in Section 5.1.3.

1.2."Affiliate(s)" means any entity that directly or indirectly controls, is controlled by, or is under common control with the subject entity. For the purposes of this definition, "Control" means direct or indirect ownership or control of more than 50% of the voting interests of the subject entity.

1.3. "Agreement"means this Master Services Agreement.

1.4. "Authorized User" means a person who has been authorised by a Customer to use the Service, for example by providing such person with an account or login credentials to access or use the Service. If the Customer is an individual, "Authorized User" includes the Customer.

1.5. "Bench" means the software available at https://ftols.in

1.6. "Bug" means a problem in ERP that causes ERP to crash or produce invalid output. "Bug" does not include: (i) intended outcome(s) of using ERP; (ii) lack of feature(s) or feature(s) not matching expectation(s); or (iii) outputs that conform to the Documentation. Whether or not something is a "Bug" shall be determined by Ftols in its sole discretion.

1.7. "Commercially Reasonable"means acting in good faith using prevailing industry practices and making all reasonable efforts considering the facts and circumstances of the matter.

1.8. "Consulting Hours"shall have the meaning assigned to it in Section 2.6.

1.9. "Core ERP Feature(s)"means those features of ERP that are provided within ERP and Core ERP Modules, as distributed without any modification and without any additional Modules. "Core ERP Feature(s)" may include features provided by Core ERP Modules. The list of Core ERP Feature(s) can be modified by Ftols at any time in its sole discretion without prior notification to the Customer.

1.10 "Core ERP Modules"means Modules that are provided within the standard and unmodified public releases of ERP, as distributed by ERP Core Maintainers. Core ERP Modules may include: (i) accounts; (ii) assets; (iii) buying; (iv) customer relationship management; (v) human resource; (vi) projects; (vii) quality management; (viii) selling; (ix) stock; and (x) support. The list of Core ERP Modules may be modified by Ftols at any time in its sole discretion without prior notification to the Customer.

1.11 "Core Support Services"shall have the meaning assigned to it in Section 5.1.1.

1.12 "Customer"shall mean: (i) in the case of an individual accepting this Agreement on their own behalf, such individual; or (ii) in the case of an individual accepting this Agreement on behalf of a company, organisation, or other entity (whether or not it is registered or incorporated), such company, organisation, or other entity.

1.13 "Customized Features"shall have the meaning assigned to it in Section 6.2.1.1.

1.14 "Dedicated Hosting"shall have the meaning assigned to it in Section 4.3.

1.15 "Documentation" means the information made available by Ftols regarding the Service at https://docs.pinaccerp.com, as updated from time to time, including user guides; help files; tutorials in written, audio, and video formats; policies; procedures; and other information made available by Ftols regarding the Service(s).

1.16. " Pinacc ERP"means the software called 'Pinacc ERP' and its associated components, including Core ERP Modules, that are publicly distributed or otherwise provided by Ftols and its contributors under the terms of the GNU General Public License, version 3, or such other licence as may be specified.

1.17. " Pinacc ERP Champion"shall have the meaning assigned to it in Section 3.5.

1.18 " Pinacc ERP Core Maintainers" means maintainers of ERP's official open-source repository.

1.19 " Pinacc ERP.com"means the website and service available at https://pinaccerp.com

1.20 "Ftols"shall have the meaning assigned to it above.

1.21. "Ftols-Hosted" shall have the meaning assigned to it in Section 4.1.

1.22. "Host", "Hosted" and "Hosting"mean the storage and/or processing of data or information related to an Instance, including but not limited to databases, accounts, object code, executable files, and all other associated files, data, and information necessary for an Instance of ERP to be used.

1.23 "Instance" means an ERP installation on a single website, or configuration of ERP for use with a single website. Installation or configuration of ERP for use with multiple websites will be counted as multiple Instances of ERP.s

1.24. "Limited Support Services"shall have the meaning assigned to it in Section 5.1.2.

1.25 "Module"means any component of ERP that provides a complete and distinct business functionality.

1.26 "MSA"means this Master Services Agreement.

1.27 "Order Form"means an ordering document or online order specifying the Services to be provided hereunder that is entered into between Ftols and the Customer or any of the Customer's Affiliates, including any addenda and supplements thereto. For the purposes of this Agreement, the term "Order Form" includes, but is not limited to, documents titled "Invoice", "Sales Order Form", or "SOF". By entering into an Order Form hereunder, an Affiliate agrees to be bound by the terms of this Agreement and the Order Terms as if it were an original party hereto.

1.28 "Order Terms" means additional terms and conditions specified in:(i) an Order Form;(ii) an annexure, exhibit, or similarly titled document attached to or provided with the Order Form;(iii) an annexure titled Order Form annexed with this Agreement; or(iv) Service Specific Agreement.Order Terms shall be binding upon the parties to the Order Form for the products and services provided by Ftols under the Order Form.

1.29 "Our" has the meaning assigned to it above.

1.30 "Privacy Policy"means the document or page described above, as updated from time to time.

1.31. "Reporting Security Vulnerabilities" means the document or page described above, as updated from time to time.

1.32. "Self-Hosted"shall have the meaning assigned to it in Section 4.1.

1.33 "Server"means and includes computers, servers, devices, virtual machines, virtual images, or virtual storage, by whatever name called, that are used to host any Instance(s).

1.34 "Service(s)" shall have the meaning assigned to it above.

1.35 "Service Level Agreement" means the document or page described above, as updated from time to time.

1.36 "Service Specific Agreement" means additional terms and conditions applicable for specific Service(s), as specified on the Website or Service.

1.37 "Shared Hosting"shall have the meaning assigned to it in Section 4.3.

1.38 "SSH" shall have the meaning assigned to it in Section 3.6.3.

1.39 "Subscriber" means a User that has an active paid subscription for a Service.

1.40 "Support Services"shall have the meaning assigned to it in Section 5.1.

1.41 "Term"shall have the meaning assigned to it in Section 17.1.

1.42 "Trademark Use Policy" means the document or page described above, as updated from time to time.

1.43 "Trial" means access to Service(s) provided by Ftols to the Customer for the purpose of evaluation, upon such terms as may be specified by Ftols.

1.44 "Us" shall have the meaning assigned to it above.

1.45 "Users" means Authorized Users and ERP Champions.

1.46 "We"shall have the meaning assigned to it above.

1.47 "Website"means http://www.pinaccerp.com/ or such other website owned and/or operated by Ftols that refers to this Agreement.

1.48 "Work Hours" means the Work Hours or Support Hours specified in the Service Level Agreement. For specific Services, Work Hours may be specified in the applicable Order Terms.

1.49 "You"and "Your"shall have the meaning assigned to them above.

2.1. ERP Software.As of the date of the last modification to this Agreement, the software named 'Pinacc ERP' is publicly distributed or otherwise provided by Ftols and its contributors under the terms of the 'GNU General Public License, version 3' or such other licence as may be specified within or alongside such software ("applicable licence"). Ftols and other contributors of ERP reserve the right to modify the applicable licence at any time. Unless prohibited by the applicable licence, any person may acquire, use, modify, transmit, and re-distribute ERP in accordance with the terms of its applicable licence.
Obtaining ERP does not provide any person the right to use any of Ftols's intellectual property rights in a manner not explicitly permitted by the applicable licence. Obtaining, modifying, or otherwise performing any activity related to ERP, by itself, does not constitute acceptance of this Agreement, does not bind Ftols to this Agreement, and does not oblige Ftols to provide any Service under this Agreement. Fees, if any, are charged only for Services provided under this Agreement. No fee is charged under this Agreement for the provision of ERP software. ERP is provided as-is, with no support, unless this Agreement is accepted, an Order Form is executed, and the Customer complies with the terms of this Agreement and applicable Order Terms.

2.2. Usage Limits.Ftols may, at its sole discretion and without prior notice, place reasonable technical or non-technical limitations on the use of Service(s) by the Customer, including but not limited to allocation of storage space, bandwidth, computing power, backup space, number of backups, database size, or number of entries in a database, or any other limitation mentioned in the Documentation, the Service, this Agreement, or the Order Terms. Ftols may, at its sole discretion, change such usage limits from time to time.
If Your application or usage exceeds allocated resources, You may receive a message indicating "Quota Exceeded" or another reasonable method of indicating that a usage limit has been reached or exceeded. Limits specified explicitly in this Agreement or the Order Terms cannot be modified without amending the Agreement or the Order Terms, as applicable.

2.3. Scope of Services. This Agreement governs Services provided by Ftols in accordance with the terms of this Agreement and the applicable Order Terms. Such Services may include implementation and configuration support, personalised training, custom development, customisation of ERP or a Module, support for fixing Bugs, Hosting, and/or any other services specified in this Agreement or the applicable Order Terms. Services specified herein shall apply only if explicitly stated in the applicable Order Terms.

2.4. Number of Instances. Ftols shall provide, and the Customer may request and avail, Services under this Agreement for a maximum number of Instances or websites, as specified in the Order Terms. The number of websites mentioned in the Order Terms, if any, shall be deemed to be the number of Instances for which Services will be provided.
If the number of Instances or websites is not specified in the Order Form and/or Order Terms, the number of Instances shall be limited to 1 Instance. For clarification, each domain and each subdomain shall be treated as a separate website and a separate Instance.

2.5. Service Availability.We will use reasonable efforts to ensure that the Website is available and that transmissions are error-free. However, due to the nature of the Internet, uninterrupted availability cannot be guaranteed. Your access to the Website may be occasionally suspended or restricted to allow for repairs, maintenance, or the introduction of new facilities or services at any time without prior notice.

2.6. Consulting Hours.Subject to the terms of this Agreement and the Order Terms, provision of certain Services by Ftols may be subject to a maximum number of hours("Consulting Hours"). If the number of Consulting Hours specified in the Order Terms are fully utilised, Ftols is not obliged to provide any further Service that requires the use of Consulting Hours.
To continue availing such Services, the Customer and Ftols must execute an additional Order Form for the provision of additional Consulting Hours, upon payment of an additional fee and on such terms as may be specified in writing. Under-utilisation of Consulting Hours during the Term shall not constitute grounds for any partial or complete refund. Unused Consulting Hours shall expire at the end of the current Term of the Agreement or Order Form, whichever occurs first, and shall not roll over or provide any benefit in any future Term.

2.7. Date of publication. Materials should be considered current only as of the date of initial publication appearing thereon, without regard to the date on which You may access the information.

2.8. Accuracy and Reliability of Information. The information, material, or Services included in or available through the Website and Service may include inaccuracies or typographical errors. Advice received via the Website or Service should not be relied upon for personal, medical, legal, or financial decisions.

2.9 Third Party Content.The Website or Service may include content posted or made available by third parties. You specifically agree that Ftols is not responsible for any content sent using, posted on, or otherwise made available on the Website or Service by any third party.

2.10 Infringing Services. In addition to the Customer's other rights and Ftols's obligations, if any Service becomes, or in Ftols's opinion is likely to become, subject to a claim of infringement, misappropriation, or violation of any intellectual property rights, and in the event of adjudication that the Service, or any part thereof, does infringe, misappropriate, or violate such rights, Ftols shall either:
(a) provide the Customer the right to continue using that Service, or
(b) replace or modify the Service so that it is no longer infringing, and is qualitatively and functionally at least equivalent to the affected Service.
If neither of the foregoing is commercially and reasonably available to Ftols, the Customer shall return all materials relating to the Service to Ftols, or the Service may be deactivated. Ftols shall then refund the Customer a prorated amount of the fees paid for the infringing Service based on the remaining contracted period.
Ftols shall have no obligation or liability for any claim resulting from:
(i) modification of the Services by any party other than Ftols, provided such claim would not have arisen but for such modification;
(ii) modification of the Services by Ftols in accordance with the Customer's designs, specifications, or instructions;
(iii) use other than as granted in this Agreement, provided the claim would have been avoided but for such use; or
(iv) use of a superseded version of the Services if the infringement claim could have been avoided by using a current version available to the Customer.

2.11. Exclusions.The following services are excluded from the scope of Services. Ftols shall not be liable for any damage or loss suffered by the Customer or its employees, agents, consultants, contractors, or any third party as a result of the following:
a) Ftols reserves the right to deprecate, stop updating, or remove any feature at any time at its sole discretion in accordance with the section on "Modifications" below;
(b) Any service or activity not explicitly mentioned in any of the following:
(i) Section 4;
(ii) Section 5;
(iii) Section 6; or
(iv) Order Terms.

3.1. User Information.The Customer agrees to provide and maintain true, accurate, current, and complete information about each User.

3.2. User Accounts.The Customer is responsible for maintaining the confidentiality of each User's login credentials, including, but not limited to, username and password, and is fully responsible for any activity that occurs under each User account. The Customer agrees to immediately notify Ftols of any unauthorised use of any User's account or any other breach of security.

3.3. Timely Payments.The Customer agrees to make all payments in a timely manner in accordance with the Section on "Payments and Refunds" below.

3.4 Third Party Liability. If the Customer appoints a third party to assist in any services or provide assistance, the Customer shall bear all responsibility and liability for such third party. Ftols shall not directly deal with any third party appointed by the Customer unless the Customer expressly provides approval. The Customer must be included in all communications with such third parties.

3.5. ERP Champion.

3.5.1. The Customer agrees to provide and maintain true, accurate, current, and complete information for the Customer's representative designated for all purposes related to this Agreement (the "Pinacc ERP Champion"), including the ERP Champion's name, phone number, and email address. The Customer shall notify Ftols promptly of any changes to the ERP Champion’s identity or contact information.

3.5.2. The ERP Champion shall have the necessary authorisations to make decisions regarding access and permissions, and/or unrestricted access to personnel responsible for making timely decisions regarding access and permissions.

3.5.3.The ERP Champion must have appropriate knowledge and clearances to resolve service-related incidents or requests.

3.5.4. During Work Hours, the ERP Champion must be available and respond to Ftols in a timely manner.

3.5.5 For security reasons, queries related to the configuration of any Service or product may be made only by the ERP Champion.

3.6 Authorized Users.

3.6.1Customers may permit Authorised Users to use Services. Access credentials for Authorised Users may not be shared among multiple individuals simultaneously. Credentials may be transferred to a different individual only if the original Authorised User is no longer permitted to use the Service. Credentials shall not be transferred more than once per 30 days.

3.6.2.Issue reports and functional queries, except those related to configuration, may be submitted by Authorised Users. In case of any dispute regarding the classification of a report or query, Ftols's decision shall be final and binding.

3.7 Administrative and Remote Access.

3.7.1.The Customer understands and agrees that, to perform its duties and obligations under this Agreement and Order Terms, Ftols and its personnel may require administrative access to the Server, including the ability to log in and perform administrative actions.

3.7.2.For Ftols-Hosted Instances, Ftols shall ensure administrative access to the Server to fulfil its obligations under this Agreement and applicable Order Terms.

3.7.3.For Self-Hosted Instances, the Customer expressly agrees to provide adequate access to Ftols, including remote login via Secure Shell ("SSH") with administrative privileges, as required for Ftols to perform its responsibilities under this Agreement. The Customer is responsible for obtaining all necessary consents and approvals for such access.

3.7.4In the event of refusal or failure to provide administrative access for Self-Hosted Instances, the Customer acknowledges that Ftols may be unable to fulfil its obligations, and the Customer shall be solely responsible for all consequences arising from such non-compliance.

3.8 Legality of Your Use.The Customer shall ensure that its use of the Service(s) complies with all applicable laws and third-party privacy and intellectual property rights. For Ftols-Hosted Instances:
(a) Ftols may remove any information in violation of this clause at any time without prior notice;
(b) Ftols may terminate access to the Service(s), including this Agreement, immediately and without prior notice for any violation of this clause.
The Customer agrees not to use any Ftols-Hosted Instance or Service to host, display, upload, modify, publish, transmit, update, or share information that:

• • Belongs to another person and to which You do not have any right;
  • Is defamatory, obscene, pornographic, paedophilic, invasive of another's privacy, including bodily privacy, insulting or harassing on the basis of gender, libellous, racially or ethnically objectionable, relating or encouraging money laundering or gambling, or otherwise inconsistent with or contrary to the laws of India;
  • Is harmful to minors;
  • Infringes any patent, trademark, copyright or other proprietary rights;
  • Violates any law for the time being in force;
  • Deceives or misleads the addressee about the origin of the message or knowingly and intentionally communicates any information which is patently false or misleading in nature but may reasonably be perceived as a fact;
  • Impersonates another person;
  • Threatens the unity, integrity, defence, security or sovereignty of India, friendly relations with foreign States, or public order, or causes incitement to the commission of any cognizable offence or prevents investigation of any offence or is insulting any foreign States;
  • Contains software virus or any other computer code, file or program designed to interrupt, destroy or limit the functionality of any computer resource;
  • Is patently false and untrue, and is written or published in any form, with the intent to mislead or harass a person, entity or agency for financial gain or to cause any injury to any person; and/or
  • Falsifies or deletes any author attributions, legal or other proper notices or proprietary designations or labels of the origin or source of software or other material contained in a file, text, information or data that is uploaded or otherwise provided by a User.

3.9. Misuse of Services. The Customer must not misuse Services by interfering with their normal operation, accessing them through unauthorised methods, or circumventing contractual usage limits. The Customer must not use any Service to access Ftols's intellectual property except as permitted under this Agreement or Documentation.

3.10 Abusive or Excessive Use. You must not take any action or otherwise engage in: (i) imposing an unreasonable or disproportionately large load on the Service or the infrastructure of the Service; and/or (ii) abusive or excessive usage of the Services or the infrastructure of the Services, which is usage significantly in excess of average usage patterns that adversely affects the speed, responsiveness, stability, availability, or functionality of the Services for other customers.

3.11 Information Extraction. You shall not, without explicit prior written authorization from Ftols specifically permitting such an action, perform reverse look-up, trace or seek to trace any information on any other User or Customer of Website, including any account on the Website not owned by You, to its source, or exploit the Website or any service or information made available or offered by or through the Website, in any way where the purpose is to reveal any information, including but not limited to personal identification or information, other than Your own information, as provided for by the Website.

3.12 Fraudulent or Unlawful Behaviour.You agree not to use the Service for fraudulent purposes, or in connection with criminal offense or other unlawful activity. Ftols reserves the right to undertake any civil or criminal action for breach of this clause.

3.13 Scanning for Vulnerabilities.We believe in the value of being open and transparent regarding the security of our Services. We value and appreciate Your help in improving Our security. Vulnerability reports submitted in the past by users such as You have helped Us improve security for everyone. Any and all vulnerability scans by You or any third-party on Your behalf must comply strictly with the policy on Reporting Security Vulnerabilities as provided in the Introduction above. In particular, You agree not to: (i) scan or probe the Website or any Service for any vulnerability or bug for any purpose other than the purposes provided in the policy on Reporting Security Vulnerabilities; and/or (ii) use any vulnerability or bug found by you for any purpose other than reporting such bug to Us for improving the security of the Website and Service(s).

3.14 Backups.

3.14.1 Backups for Ftols-Hosted Instances.

3.14.1.1 Server Failure. In order to reduce the likelihood of data loss in case of Server failure, Ftols automatically and continuously replicates all databases, not including Your files, on Ftols-Hosted Instances to one or more backup Servers. Ftols aims to reduce the likelihood of any loss of data. However, these backups may be outdated by 30 minutes or more. Restoration of data from such a backup Server, or replacement of the previous Server with a backup Server, may result in a loss of data.

3.14.1.2. Automated Backups. Ftols automatically creates backups of databases of all Ftols-Hosted Instances at regular intervals. Ftols maintains off-site copies of such backups in order to reduce the likelihood of large-scale loss in case of a disaster. Ftols does not create, and shall not be responsible for the creation of, automated backups of files in Your Ftols-Hosted Instances. The intervals at which automated backups of databases are created and destroyed are provided in the Documentation and within Your account on the Website. Ftols shall not be responsible for any loss or damages caused as a result of failure to restore a backup before the expiry of such backup's retention period, as provided in the Documentation and Your account on the Website.

3.14.1.3 Manual Backups.You may, at any time, create manual backups of databases and files of Ftols-Hosted Instances. You may download and maintain offline copies of backups of databases and files to ensure their safety, security and integrity.

3.14.2 Backups for Customer-Hosted Instances. Unless agreed otherwise in Order Terms, Customer shall be the sole responsible party for ensuring that backups for Customer-Hosted Instances are configured correctly, and are safe and functional. You understand that recovery or restoration of Your data or application requires recoverable backups to be created prior to the occurrence of any incident. In the absence of availability of such a recoverable backup, Ftols cannot help You in restoring or recovering any data or information. Ftols shall not be liable for any damaged, corrupt or missing backup, or lack of backup.

3.15 Breaches of this Section. Customer shall be the sole responsible party for all consequences arising from breach of this Section on "Customer's Responsibilities" by Customer, including but not limited to losses or damages of any kind faced by Customer. Ftols shall not be liable for any breach of Ftols's roles, responsibilities and obligations under this Agreement caused as a result of breach of this Section on "Customer's Responsibilities", such as by an inability to fulfil its obligations due to non-compliance of this Section by Customer or its Users.

3.16 Breaches of this Agreement. Customer shall be the sole responsible party for breaches of the Agreement caused by Customer, its employees, agents, contractors, Authorized Users and/or ERP Champion, or any other party authorized by Customer, acting through Customer or acting on behalf of Customer.

3.17 Legal Action by Ftols. Without prejudice to any other right or remedy under this Agreement or any Order Terms, Ftols reserves the right to suspend any Service, terminate any account or this Agreement, and/or initiate any civil and/or criminal action for breach of this Section on Customer Responsibilities.

4.1. Types of Hosting. As specified in the Order Terms, Your Instance may be Hosted by Ftols ("Ftols-Hosted") or by You ("Self-Hosted"). For clarification, Hosting of Instances or Servers at Customer's premises, Servers under Customer's control, or at third parties of Customer's choice, shall be considered as Self-Hosted. In case neither Ftols-Hosted nor Self-Hosted is specified explicitly in the Order Terms: (i) if, in any Order Terms between the Customer and Ftols for the same Instance(s), such Instance(s) are specified as Ftols-Hosted or Self-Hosted, then such specification shall be applicable to all Order Terms between Customer and Ftols for the same Instances; (ii) if, in any two or more Order Terms between Customer and Ftols for the same Instance(s), any Instance is specified as Self-Hosted in one or more Order Terms and Ftols-Hosted in one or more Order Terms, then the latest of the Order Terms that specifies Self-Hosted or Ftols-Hosted for such Instance shall be applicable for the determination of whether such Instance is Self-Hosted or Ftols-Hosted; and (iii) in all other situations, Ftols-Hosted shall be applicable.

4.2. Self-Hosted. In case of Self-Hosted, Customer shall be responsible for all costs associated with the Servers that Host Customer's Instance(s). Customer may choose to: (i) create and manage a Server within Customer's premises; (ii) rent a Server from a third-party service provider; or (iii) seek Ftols's assistance to set up the Server at a cloud-hosted third-party service provider at Customer's expense and subject to payment of fees specified by Ftols for such assistance. In order for Ftols to fulfil its obligations for Self-Hosted Instances, Customer must comply with its obligations specified in the Section on "Administrative Access and Remote Access" below.

4.3. Ftols-Hosted. In case of Ftols-Hosted Instances, Ftols will provide the ability for Your Users to log in and manage the Instances specified in the Order Terms, subject to the terms of this Agreement and Order Terms. Ftols-Hosted may be in the form of either Server(s) that may be shared with other customers ("Shared Hosting"), or Server(s) that is/are not shared with other customers ("Dedicated Hosting").

4.3.1. Shared Hosting. Unless specified otherwise in the applicable Order Terms, Ftols-Hosted Instances shall be in the form of Shared Hosting, however, Your database, folder, and authentication files, will be separate from other customers. Such Server may be Hosted by Ftols or by a third party.

4.3.2. Dedicated Hosting. If applicable and specified explicitly in the applicable Order Terms, Ftols-Hosted Instances shall be in the form of Dedicated Hosting.

4.4. Upgrading from Shared Hosting.If You frequently encounter usage limits as specified above, You may choose to: (i) continue using the Service subject to the usage limits described above; (ii) move Your Instance(s) to Dedicated Hosting subject to payment of such additional fees and subject to such additional terms as may be specified by Ftols and agreed upon by You or Your ERP Champion; or (iii) move Your Instance(s) to Self-Hosted without any refund for the remaining term of Shared Hosting, subject to execution of new or modified Order Terms specifying that the Instance(s) shall be Self-Hosted. If You choose to move to Dedicated Hosting or Self-Hosted, Ftols will provide You assistance to move Your Instance(s) from Shared Hosting to Dedicated Hosting or Self-Hosted, as the case may be. However, You shall be solely responsible to bear all costs associated with such Dedicated Hosting or Self-Hosted, as the case may be, including but not limited to fees payable to Ftols or any third party for such Dedicated Hosting or Self-Hosted.

5.1. Description of Support Services. Upon executing an Order Form for the provision of Support Services from Ftols, for the term of such Order Form the Customer shall be entitled for the following services ("Support Services"):

5.1.1. Core Support Services. The following Support Services are provided by Ftols as

"Core Support Services":

1. 1. Investigation of Bug reports regarding reporting of error prompts by system; 2. Investigation of Bug reports regarding Core ERP Features not working correctly; 3. Investigation of Bug reports regarding incorrect values in reports generated by ERP; 4. Requests to upgrade ERP Instance; 5. Investigation of performance issues regarding overall system slowdown; 6. Investigation of performance issues regarding any Core ERP Module being inaccessible for 3 or more users; and 7. Investigation of performance issues regarding slow report generation by ERP.

5.1.2 Limited Support Services.The following Support Services are restricted up to a maximum of 30 minutes per issue, inclusive of the time spent on providing support through emails, chat, audio calls, video calls, and any other form of assistance, regardless of whether or not such assistance is provided remotely, and regardless of whether or not such assistance is provided through the use of technology ("Limited Support Services"). For removal of doubt, multiple support requests could pertain to the same issue and would be counted against the same time limit. Whether or not multiple support requests pertain to the same issue shall be decided by Ftols at its sole discretion.s

• • Guidance regarding usage of Core ERP Feature(s);
  • Guidance regarding implementing / adapting current organization processes into ERP; and
  • Guidance regarding incorrect configuration of Core ERP Feature(s).

5.1.3. Additional Support Services. Additional Support Services, if any, provided under the title of 'Additional Support Services' in the Order Terms shall be known as "Additional Support Services". Additional Support Services shall be subject to such additional terms as may be specified under the applicable Order Terms. If any Additional Support Services are stated to be subject to the use of Consulting Hours, then such Additional Support Services will be provided by Ftols subject to the deduction of one Consulting Hour per man-hour spent by Ftols personnel for providing such Additional Support Services.

5.2. Availing Support Services.

5.2.1 Users can avail Support Services by raising a support ticket from our support portal https://Ftols.in/support.

5.2.2 Support Services will be provided by Ftols only on the standard product and official release of ERP. Configurations of options available within Core ERP Features are a part of the standard product support. Support Services are not provided for code customizations, custom Modules and third-party Modules.

5.2.3 Support Services will be provided only for Instances running on distributions of Linux that are supported by Bench. The list of Linux distributions supported by Bench is subject to change at any time without prior notice. Customer shall be the sole responsible party to ensure that Customer is using a Linux distribution supported by Bench.

5.2.4 Any updates or Bug fixes will be provided in the form of a new version of ERP. New versions of ERP may be released by ERP Core Maintainers as and when they are ready. ERP's release schedule may be defined and/or modified by ERP Core Maintainers at their sole discretion and without Ftols's control. Ftols shall not be liable for any loss or damages caused to Customer as a result of any delay in the release of a new version of ERP. Customer shall be the sole responsible party to ensure that Customer's Instance(s) of ERP and/or modules, if any, are updated to the latest version of ERP in order to avail feature updates, bug-fixes, security fixes, and any other improvements made as a part of newer versions of ERP.

5.3 Applicability of Service Level Agreement. The Service Level Agreement, as updated from time to time, shall be applicable for all Support Services.

5.4 Escalation of Support Requests. If You are unsatisfied with the resolution provided to You by a Support Service, You may escalate Your support request as provided in the Service Level Agreement.

6.1. Version Support.If the provision of 'Version Support' is specified in the Order Terms, Ftols shall provide security updates for the version of ERP mentioned in the Order Terms for the duration mentioned in the Order Terms, subject to: (i) renewal of this Agreement under the terms of this Agreement, and (ii) payment of all dues by Customer. For clarification, security updates shall be offered by Ftols for known security issues in ERP that are discovered and fixed using Commercially Reasonable means during the term of the Agreement and prior to the expiration of the time period specified in Order Terms. Customer shall be the sole responsible party to ensure that security updates are installed in Customer's Instance. Security updates may not include feature changes, including addition of new features and removal of old features, however, Ftols may remove or disable a feature if that feature contains known security vulnerabilities that cannot be fixed using Commercially Reasonable means.

6.2. Consultation Services.If Consulting Hours are specified in the Order Terms, then the following Services shall be available to Customer subject to the deduction of one Consulting Hour per man-hour spent by Ftols personnel for providing the following Services:

6.2.1 Code Customization and Custom Development.Subject to deduction of Consulting Hours, Ftols will modify features or develop new features (collectively, "Customized Features") for ERP as specified in the Order Terms or as requested by Customer. Customer shall not request any Customized Feature to be created in violation of this Agreement, the applicable Order Terms, or Ftols's or any third-party's intellectual property rights.

6.2.1.1. Subject to deduction of Consulting Hours, Ftols will modify features or develop new features (collectively, "Customized Features") for ERP as specified in the Order Terms or as requested by Customer. Customer shall not request any Customized Feature to be created in violation of this Agreement, the applicable Order Terms, or Ftols's or any third-party's intellectual property rights.

6.2.1.2. Customer shall cooperate with Ftols personnel and provide all information necessary to create the Customized Features as intended.

6.2.1.3. All intellectual property rights in such Customized Features shall be Ftols's intellectual property, and Customer shall not have any ownership rights for such Customized Features (including its source code, object code, or otherwise). For the purpose of applicable intellectual property laws, such Customized Features shall not be "work done for hire" (by whatever name called).

6.2.1.4. Ftols shall provide a license to Customer to use, modify, copy, or redistribute, the source code and object code of such Customized Features under the terms and conditions of the same license that is applicable to ERP .

6.2.1.5. Ftols shall: (i) provide a copy of the source code of Customized Features to Customer; or (ii) provide an offer to Customer valid for at least three years to provide the source code of Customized Features to Customer or any third party within the specified time period.

6.2.1.6. Ftols cannot, and does not, warrant the inclusion, exclusion, or maintenance, of any feature or code, in future versions of ERP or any software that ERP requires to function (such as library files and external software features). Ftols shall not be liable for any Customized Feature ceasing to perform as intended as a result of future updates to ERP released by ERP Core Maintainers.

6.2.1.7. Upon request or as specified in the Order Terms, and subject to the deduction of Consulting Hours, Ftols will update or maintain the Customized Features to make such Customized Features compatible with newer versions of ERP.

6.2.2 Implementation and Configuration. Upon request or as specified in the applicable Order Terms, and subject to the deduction of Consulting Hours, Ftols will provide support to Customer for the purpose of configuring the options available within Core ERP Features and/or Customized Features for Customer's specific requirements.

6.2.3 Consultation Services.Upon request or as specified in the applicable Order Terms, and subject to the deduction of Consulting Hours, Ftols will assist Customer in understanding the Core ERP Features, Customized Features, and the requirements for development of Customized Features.

6.2.4 Training Services.Upon request or as specified in the applicable Order Terms, and subject to the deduction of Consulting Hours, Ftols will provide training to Customer personnel for use of Core ERP Features and/or Customized Features.

7.1. Service Specific Agreement. Use of certain Service(s) may be subject to Service Specific Agreements. Service Specific Agreements are incorporated into this Agreement by reference and are legally binding.

7.2 Order Terms. All terms and conditions specified in Order Terms shall apply to the Services provided under such Order Terms. Order Terms are incorporated into this Agreement by reference and are legally binding. Order Terms may include any or all of the following:

• • Plan type, including features and number of Instances / websites covered by this Agreement;
  • Domain and/or subdomain names of websites covered by this Agreement;
  • Total Consulting Hours (if any);
  • Description of Customized Features;
  • Whether security updates are to be provided by Ftols for any particular version of ERP, including the version number and time period for which such security updates must be provided; and
  • Any other terms provided under Order Terms.

7.3. Service Levels. Ftols holds itself to high standards to ensure high-quality customer experience in every interaction. The Service Level Agreement governs the scope, terms of support, exclusions, categorization, resolution details, release, support availability, and deployment schedule that will be applicable to all Subscribers.

7.4. Order of Precedence. In case of a conflict, the order of precedence shall be: (i) Order Terms; (ii) Service Level Agreement; (iii) Service Specific Agreement specified on the Website; (iv) Service Specific Agreement specified on the Service; and (v) this Agreement.

8.1. Payments.If a payment is required to use the Service, or specified in the Order Form, You undertake to make all payments in a timely manner. You understand that failure to make any payment on time may result in suspension or termination of this Agreement and the applicable Order Terms, Your account, or the Service.

8.2. No Chargeback.Chargebacks are strictly prohibited under this Agreement. You understand that initiation of a chargeback for a payment may result in suspension or termination of this Agreement and the applicable Order Terms, Your account, or the Service.

8.3. Cancellations. Customer or Ftols may cancel any active subscription or Order Form in accordance with "Termination" below.

8.4. Refunds. Refunds may be provided only if they are applicable under the terms of this Agreement and the applicable Order Terms. Refunds, if applicable, will be made to the same payment method or issuing bank from where the initial payment was received. Ftols may, at its sole discretion, refuse to provide refunds to an alternative payment method or account.

8.5. Expenses.Unless explicitly specified otherwise, fees paid by Customer do not include reasonable out-of-pocket expenses, shipping costs and service provider fees (such as payment processor or vendor management). Customer agrees to pay all such expenses without withholding or deduction. If Customer is required to withhold or deduct any expense, then Customer agrees to increase the amount payable to Ftols by such amount so that Ftols receives the full amount of all expenses.

8.6. Taxation for Indian Customers.Unless explicitly specified otherwise, fees paid by Customer do not include taxes (including any form of sales tax, use tax, value added tax, service tax, research & development tax, import or export tax, or any other form of taxation). Customer agrees to pay all such taxes without withholding or deduction. If a Customer is required to withhold or deduct any taxes from fees due under this Agreement or Order Form(s), then Customer must notify the same to Ftols and must wait for Ftols's approval prior to the payment. Ftols reserves the right to request for more information, request for proof of deduction, or deny any approval under this clause.

8.7 Taxation for Non-Indian Customers. Unless explicitly specified otherwise, fees paid by Customer do not include taxes (including any form of sales tax, use tax, value added tax, service tax, research & development tax, import or export tax, or any other form of taxation). Customer agrees to pay all such taxes without withholding or deduction. If a Customer is required to withhold or deduct any taxes from fees due under this Agreement or Order Form(s), then Customer agrees to increase the amount payable to Ftols by the amount of such taxes so that Ftols receives the full amount of all moneys due under this Agreement and all Order Forms.

8.8. Right to Refuse Service.Prices and offers listed on the Service are provided as an invitation to offer and may not indicate availability of the product or service. When You place an order for a product or service, You provide Us an offer to acquire such product or service from Us. Ftols reserves the right to refuse to provide any product or service to You without assigning any reason. If Ftols refuses to provide any product or service to You, Ftols shall process refunds in accordance with the "Refunds" clause above.

8.9. Limitations on Transactions. Ftols may, in its sole discretion and without prior notification to You, impose limits on the number of transactions or transaction price received from a single customer or payment method.

8.10 Recovery of Dues. Ftols reserves the right to take any action permitted under this Agreement or an applicable law for the recovery of due payments.

8.11 Exclusive Remedy.This Section on 'Payments and Refunds' provides Your sole remedy and Ftols's sole responsibility for situations covered by this Section. You understand and agree that this Section forms an essential basis for the Agreement.

9.1. Reservation of Rights. Subject to the limited rights expressly granted hereunder, Ftols, its Affiliates, its licensors and content providers reserve all of their rights, titles and interests in and to the Website, Service, Documentation, content, logos, software, text, images, graphics, video, audio and other materials created by them, including all of their related intellectual property rights. Ftols owns all right, title, and interest in and to Ftols's registered and unregistered, domestic and foreign, trademarks, service marks, trademark applications, service mark applications, trade names, patents, patent applications, copyrights, copyright applications, discoveries, know-how and trade secrets of and relating to the Services, including any and all templates created by Ftols. No one may copy, reproduce, transmit, post, distribute or create derivative works from the Services without express, prior written authorization from Ftols. No rights are granted to You hereunder other than as expressly set forth herein.

9.2. Copyright, authors' rights and database rights. All content included on the Website and Service, such as text, graphics, logos, button icons, images, audio clips, digital downloads, data compilations, and software, is the property of Ftols, its Affiliates or its content suppliers and is protected by Indian and international copyright, authors' rights and database right laws. The compilation of all content on the Website and Service is the exclusive property of Ftols and its Affiliates and is protected by laws of India and international copyright and database right laws. All software used on this Website and Service is the property of Ftols, its affiliates or its software suppliers and is protected by India and international copyright and author' rights laws.

9.3. License by Ftols.Subject to Your compliance with this Agreement and applicable Order Terms, and payment of applicable fees, if any, Ftols grants a limited license to access and make use of the Website and Service in accordance with the terms of this Agreement and applicable Order Terms

9.4. Restrictions on License by Ftols.Unless explicitly permitted otherwise by Ftols, You shall not sell, resell, license, sublicense, distribute, make available, rent or lease the Website, Service or any content, or their derivatives. You may not frame or mirror any part of the Website. Without express written consent from Ftols and/or its Affiliate(s), as may be applicable, You shall not: (i) download (other than page caching) or modify the Website, or any portion of it; (ii) use any meta tags or any other hidden text utilising Ftols's or its Affiliates' names or trademarks; (iii) use any data mining, robots, or similar data gathering or extraction tools; (iv) otherwise download, copy or modify any information from the Website, or Service or any portion of the Website or Service; and/or (v) create and/or publish Your own database that features substantial parts of this Website, including but not limited to prices and product or service listings, trademarks or any other intellectual property right. Unauthorized use of the materials appearing on this site may violate copyright, trademark and other applicable laws, and could result in criminal or civil action.

9.5 License by Customer. Customer grants to Ftols and its Affiliates and sublicensees a non-exclusive, royalty-free, irrevocable, p ERPetual, worldwide and fully sublicensable right to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, and display any content or information provided by You in the form of reviews, comments, and feedback, throughout the world in any media, and the right to use the name provided by Customer in connection with such content, if You choose. You agree to waive Your right to be identified as the author of such content and Your right to object to derogatory treatment of such content. You agree to perform all further acts necessary to protect any of the above rights granted by You, including execution of deeds and documents at Ftols's request. Ftols may, but shall have no obligation to, use feedback provided by You to improve the Website or Service without notice and without any attribution.

9.6 Rights in ERP. ERP and its Modules are licensed, not sold. All intellectual property rights, including copyrights, trademark rights and patent rights, in and to Ftols, ERP and its Modules shall, at all times, remain with Ftols or its licensors. Ftols and its licensors reserve all rights not expressly granted to the Customer. Customers must not alter or remove any license, copyright, disclaimer or other notice from ERP or its Modules.

9.7 Registered Trade Marks. ERP is a registered trademark of Ftols Technologies Pvt. Ltd. This trademark may not be used in any manner except in strict compliance with the Trademark Use Policy.

10.1 Ownership of Data. In case of a paid subscription, the data is owned by the company or organisation in whose name the invoice is made out and not the account holder.

10.2. Disputes Regarding Ownership of Account.In case of dispute about ownership of the account, Customer must provide a government registered document number with the name of the company/organisation and address to prove the ownership of the company/organisation. In case there is no government authorized registration of the company/organisation, then Ftols will not transfer the account to any other party, and account will remain in the possession of the person that has valid credentials to access such account. If there is a government website that shows the official address and registered owners of the company/organisation and if the registered owner does not have access to the account, then Ftols will block access to the existing users and re-issue password to one user that will be sent to the registered address via post/courier.

10.3. Costs Associated with Account Disputes. All costs associated with this Section on "Disputed Accounts" must be borne by the company, organisation or person that wishes to gain access to such disputed account.

10.4. Legal Orders. If there is an ongoing legal dispute regarding any account or data, then, subject to a relevant court, government or law enforcement order, we will keep the account frozen until relevant directions are received from a court, government or law enforcement.

10.5 Loss or Deletion of Data During Dispute. In order to avoid loss or deletion of such disputed data, Ftols requests the parties to a dispute to amicably decide, at the beginning of the dispute, which party shall be responsible to pay for the disputed data and account until such a dispute is resolved. Ftols reserves the right to undertake any action permitted under these Terms, including termination of any subscription, account or this entire Agreement, for non-receipt of any subscription fee in time. Ftols shall not be responsible for the loss or deletion of any or all data following termination of any subscription, account or this Agreement by Ftols due to non-payment of dues during the pendency of any dispute under this Section on "Disputed Accounts".

11.1 Warranty Conditions.Ftols will provide Bug-fix support and other Support Services in accordance with the terms of this Agreement.

11.2. Warranty Disclaimers. EXCEPT AS EXPRESSLY PROVIDED HEREIN, FTOLS PROVIDES THE SERVICE "AS IS" AND EXPRESSLY DISCLAIMS ALL OTHER WARRANTIES OF ANY KIND. EXCEPT AS OTHERWISE EXPRESSLY PROVIDED IN THIS AGREEMENT, NEITHER PARTY MAKES ANY REPRESENTATION OR EXTENDS ANY WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED, TO THE OTHER PARTY WITH RESPECT TO ANY SERVICE OR OTHER SUBJECT MATTER OF THIS AGREEMENT AND HEREBY DISCLAIMS ALL IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT WITH RESPECT TO ANY AND ALL OF THE FOREGOING. EACH PARTY HEREBY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE DEVELOPMENT OF ANY CUSTOMIZED FEATURE UNDER THIS AGREEMENT OR ANY ORDER TERMS SHALL BE SUCCESSFUL OR COMPLETED WITHIN ANY TIME PERIOD OR ANY NUMBER OF CONSULTING HOURS, WHETHER EXPLICITLY SPECIFIED OR NOT.

11.3 Limitation of Liability. FTOLS SHALL BE LIABLE ONLY FOR VIOLATION OF MATERIAL OBLIGATIONS OF THE AGREEMENT, OR AS OTHERWISE REQUIRED BY APPLICABLE LAW. AS FAR AS PERMITTED BY APPLICABLE LAW, Ftols AND ITS DIRECTORS, OFFICERS, EMPLOYEES, AGENTS, CONTRACTORS AND ASSIGNS SHALL NOT BE LIABLE FOR ANY DIRECT, INDIRECT, SPECIAL, INCIDENTAL, EXEMPLARY OR CONSEQUENTIAL DAMAGES (INCLUDING DAMAGES FOR LOSS OF BUSINESS, LOSS OF PROFITS, LITIGATION OR THE LIKE) ARISING OUT OF (A) THE USE OF THE SERVICE, (B) THE CONTENT ON THE SERVICE, (C) WEB SITES LINKED TO THE SERVICE AND THE CONTENT, GOODS AND/OR SERVICES PROVIDED THEREIN (D) ANY DECISION MADE OR ACTION TAKEN BY YOU IN RELIANCE UPON THE INFORMATION WITHIN, OR CONTENT OF, THE SERVICE, AND/OR (E) THE INABILITY TO USE THE SERVICE AND CONTENT CONTAINED THEREIN (INCLUDING, BUT NOT NECESSARILY LIMITED TO, LOSS OF PROFITS, GOODWILL OR SAVINGS, DOWNTIME, DAMAGE TO OR REPLACEMENT OF PROGRAMS AND DATA), WHETHER BASED IN CONTRACT OR TORT (INCLUDING NEGLIGENCE), PRODUCT LIABILITY OR OTHERWISE EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IF THE FOREGOING LIMITATION IS PROHIBITED BY AN APPLICABLE LAW, Ftols'S LIABILITY FOR DAMAGES UNDER THIS AGREEMENT IS LIMITED TO RE-PERFORMANCE OF THE SERVICES OR LIQUIDATED DAMAGES. IN NO EVENT WILL FTOLS BE LIABLE FOR PROVIDING SUBSTITUTE SERVICES. IN NO SITUATION SHALL FTOLS'S LIABILITY ARISING OUT OF OR RELATED TO THIS AGREEMENT EXCEED THE TOTAL AMOUNT PAID BY CUSTOMER AND ITS AFFILIATES HEREUNDER FOR THE SERVICES GIVING RISE TO THE LIABILITY IN THE TWELVE MONTHS PRECEDING THE FIRST INCIDENT OUT OF WHICH THE LIABILITY AROSE. THE FOREGOING LIMITATION WILL APPLY WHETHER AN ACTION IS IN CONTRACT OR TORT AND REGARDLESS OF THE THEORY OF LIABILITY BUT WILL NOT LIMIT CUSTOMER'S AND ITS AFFILIATES' PAYMENT OBLIGATIONS UNDER THE "PAYMENTS AND REFUNDS" SECTION.

11.4 Exclusive Remedy.IN THE EVENT OF A BREACH OF THE WARRANTIES SET FORTH IN THIS AGREEMENT, CUSTOMER'S EXCLUSIVE REMEDY, AND FTOLS'S ENTIRE LIABILITY, WILL BE THE RE-PERFORMANCE OR RE-DELIVERY OF THE DEFICIENT SERVICE, OR IF FTOLS CANNOT SUBSTANTIALLY CORRECT A BREACH IN A COMMERCIALLY REASONABLE MANNER, TERMINATION OF THE RELEVANT SERVICE, IN WHICH CASE CUSTOMER MAY RECEIVE A PRO RATA REFUND OF THE FEE PAID FOR THE DEFICIENT SERVICE AS OF THE EFFECTIVE DATE OF TERMINATION.

11.5 Essential Basis.CUSTOMER ACKNOWLEDGES THAT FTOLS HAS SET ITS PRICES AND ENTERED INTO THIS AGREEMENT IN RELIANCE ON THE DISCLAIMERS OF WARRANTIES AND LIMITATION OF LIABILITY AND THE SAME FORM AN ESSENTIAL BASIS FOR THE BARGAIN BETWEEN THE PARTIES.

12.1 Definition of Confidential Information. "Confidential Information"means all information disclosed by a party ("Disclosing Party") to the other party ("Receiving Party"), whether orally or in writing, that is designated as confidential or that reasonably should be understood to be confidential given the nature of the information and the circumstances of disclosure. Confidential Information of Ftols includes the Services, and the terms and conditions of this Agreement, all invoices (including pricing), any software or documentation related to the Services, samples and templates. Confidential Information of each party includes findings, business and marketing plans, trade secrets, technical know-how, technology and technical information, inventions, materials, product development plans and designs, and business processes. However, Confidential Information does not include any information that (i) is or becomes a common knowledge or common practice in the industry, or is or becomes generally known to the public without breach of any obligation owed to the Disclosing Party, (ii) was known to the Receiving Party prior to its disclosure by the Disclosing Party without breach of any obligation owed to the Disclosing Party, (iii) is received from a third party without breach of any obligation owed to the Disclosing Party, or (iv) was independently developed by the Receiving Party. For the avoidance of doubt, the non-disclosure obligations set forth in this "Confidentiality" section apply to Confidential Information exchanged between the parties in connection with the Services provided under this Agreement.

12.2 Protection of Confidential Information.As between the parties, each party retains all ownership rights in and to its Confidential Information. The Receiving Party will use the same degree of care that it uses to protect the confidentiality of its own confidential information of like kind (but not less than reasonable care) to (i) not use any Confidential Information of the Disclosing Party for any purpose outside the scope of this Agreement and (ii) except as otherwise authorized by the Disclosing Party in writing, limit access to Confidential Information of the Disclosing Party to those of its employees and contractors who need that access for purposes consistent with this Agreement. Neither party will disclose the terms of this Agreement or any invoice to any third party other than its group companies, legal counsels and accountants without the other party's prior written consent, provided that a party that makes any such disclosure to its group companies, legal counsels or accountants will remain responsible for such group company's, legal counsel's or accountant's compliance with this "Confidentiality" section. Notwithstanding the foregoing, Ftols may disclose the terms of this Agreement and any applicable invoice to a subcontractor to the extent necessary to perform Ftols's obligations under this Agreement, under terms of confidentiality materially as protective as set forth herein.

12.3 Compelled Disclosure. The Receiving Party may disclose Confidential Information of the Disclosing Party to the extent compelled by law to do so, including but not limited to obligations under a law, court order, government order or law enforcement provided that the Receiving Party gives: (a) prior notice of the compelled disclosure to the Disclosing Party (to the extent legally permitted); and (b) reasonable assistance, at the Disclosing Party's cost, if the Disclosing Party wishes to contest the disclosure. If the Receiving Party is compelled by law to disclose the Disclosing Party's Confidential Information as part of a civil proceeding to which the Disclosing Party is a party, and the Disclosing Party is not contesting the disclosure, the Disclosing Party will reimburse the Receiving Party for its reasonable cost of compiling and providing secure access to that Confidential Information.

13.1 Modifications of this Agreement. This Agreement may be modified by Ftols from time to time. If We do this, We will post the modified Agreement on this page and will indicate the date this Agreement was last updated. Any such modifications will become effective no earlier than fourteen (14) days after they are posted, except that the following categories of modifications may be effective immediately: (i) modifications required to provide new features without negatively affecting your rights under these Terms; (ii) modifications made to correct typographical errors; and/or (iii) or modifications made to comply with legal obligations, including but not limited to Our or Your obligations under a law, regulation, court order or government order. You shall be responsible to review the Agreement from time to time in order to be aware of any such modifications to these Terms. We may, for Our convenience only and without waiving Your obligation to periodically review the Agreement, attempt to notify You of significant modifications to this Agreement through the Service user interface, in an email notification, or through other reasonable means. You understand and agree that Your continued access, registration or use of the Website or Service beyond the effective date of such modification shall be deemed to be Your acceptance of all modifications to the Agreement.

13.2. Modification of Service. Ftols may, at any time and without prior notice, introduce new features, remove or stop offering old features, or modify existing features of the Website or Service. Ftols reserves the right to charge a fee to access any new feature or service. Ftols reserves the right to delete or modify information on the Website, Service, or Documentation, without prior notice.

13.3 Discontinuation of Service. Customer acknowledges that Ftols has the right to discontinue the development of any part of ERP and support for that part of ERP, including the distribution of older software versions, at any time in its sole discretion, provided that Ftols agrees not to fully discontinue support for ERP during the current term of an Order Form, subject to the termination provisions herein. Order Forms and subscriptions shall not be renewable if Ftols discontinues development of ERP. Notwithstanding the foregoing, if Ftols discontinues the development and support for a particular part of ERP, Services for any remaining parts of ERP covered by this Agreement shall not be adversely affected.

13.4 Modification of Price. Ftols reserves the right to, at any time, in its sole discretion and without prior notification, modify the price of any Service offered by Ftols, or to require payment for any Service that was previously provided by Ftols without any charge. No such change in price shall be applicable to the then current term of any active Order Form, however, future Order Forms and renewals of any Order Forms shall be charged at the revised rates.

14.1 Indemnification by Customer. Customer shall indemnify and hold Ftols harmless from and against any claim, suit, proceedings, losses, expenses incurred, damages or costs awarded, or amounts paid in a settlement, arising out of (i) unauthorized access by persons using Customer's login credentials, of data provided by Customer, (ii) a breach of the terms of this Agreement or Order Terms, (iii) Customer's failure to comply with applicable laws in its use of the Services, (iv) use beyond the scope of the intended use, or (v) any gross negligence or intentional misconduct by Customer, its Affiliates, Users, employees, contractors or authorised agents, or any combination thereof. Customers shall have no obligation or liability hereunder for any claim resulting from Ftols's sole negligence.

14.2. Exclusive Remedy. This "Indemnification" section states the indemnifying party's sole liability to, and the indemnified party's exclusive remedy against, the other party for any claim described in this section.

15.1 Non-solicitation of personnel. Each Party (in this clause, "First Party") agrees that for period of validity of this Agreement, including the Initial Term and any Renewal Term(s) of this Agreement, and for one (1) year after the termination of this Agreement, First Party shall not solicit and/or recruit any employee or consultant of the other Party (in this clause, "Second Party") or any of its subsidiaries, affiliates and/or associated companies. Notwithstanding the foregoing, this provision shall not in any way restrict First Party's right to solicit or recruit generally in the media or on the internet.

16.1. Legal Competence.You warrant that You possess the legal authority to accept this Agreement and thereby enter into an agreement with Ftols under the applicable laws, and to use the Service(s) in accordance with all terms and conditions herein and in Order Terms.

16.2 Use by Children.The Service is not intended for children under 18 years of age. You affirm that You are more than 18 years of age and are fully able and competent to enter into the terms, conditions, obligations, affirmations, representations, and warranties set forth in this Agreement, and to abide by and comply with this Agreement. If You are under 18 years of age, then please do not use the Service. Please contact us immediately if You have used our Service and are under 18 years of age or if You are the legal guardian of someone who has used our Service and is under 18 years of age.

16.3. Companies, Organizations and Others. If an individual is agreeing to use the Service(s) on behalf of a company, organization or another entity whether or not it is registered or incorporated, such individual agrees that (s)he represents such company, organization or entity (as the case may be) and has the legal authority to accept this agreement on behalf of such company, organization or entity (as the case may be).

16.4 Ftols's Competitors. Ftols's direct competitors are prohibited from accessing the Services, except with Ftols's prior written consent. The Services may not be accessed or used for purposes of monitoring their availability, performance, or functionality, or for any other benchmarking or competitive purposes.

17.1 Term of Agreement. This Agreement shall come into force on the date of acceptance of this Agreement by the Customer or/and as mentioned in the Order Terms, and shall remain in force until the earliest of: (i) a period of one month from the termination or expiry of all Order Terms under this Agreement; (ii) termination of this Agreement by Ftols or Customer in accordance with the terms of this Agreement ("Term").

17.2 Term of Order Forms.The term of each Order Form shall be as specified in the Order Form. Except as expressly provided in the applicable Order Terms, promotional or one-time priced subscriptions shall not be renewed at the promotional or one-time price, but shall instead be renewed at Ftols's applicable list price in effect at the time of the renewal.

17.3.Termination.

17.3.1 Termination by Customer. Customer may terminate this Agreement (a) for cause upon 30 days written notice to Ftols of a breach of Sections 4, 5 or 6 solely by Ftols if such breach remains uncured at the expiration of such period; or (b) for cause immediately upon sending a written notice if Ftols becomes the subject of a petition in bankruptcy or any other proceeding relating to insolvency, receivership, liquidation or assignment for the benefit of creditors. For the purpose of this clause; or (c) upon 45 days written notice to Ftols without assigning any reason , written notice must be sent to legal@ Pinacc ERP.com with CC support@ Pinacc ERP.com. with the subject line "Notice of Termination of Agreement".

17.3.2 Termination by Ftols.Ftols may terminate this Agreement and/or subscription(s) or Service(s) purchased or paid for under this Agreement (a) for cause upon 30 days written notice to Customer of a breach of this Agreement by Customer if such breach remains uncured at the expiration of such period; (b) for cause immediately upon sending a written notice if Customer becomes the subject of a petition in bankruptcy or any other proceeding relating to insolvency, receivership, liquidation or assignment for the benefit of creditors; (c) for cause immediately and without notice for failure to make timely payment; or (d) upon 45 days written notice to Customer without assigning any reason. For the purpose of this clause, written notice, if required, must be sent to the Customer's registered email address.

17.4 Effect of Termination.Ftols will retain Your data for a minimum period of 180 days from the date of termination of this Agreement, during which time it may be available for You to download. After this period of 180 days from the date of termination of this Agreement, Ftols may delete Your data without prior notice and without assigning any reason. You shall be the sole responsible part for any damage or loss incurred by You or a third party as a result of destruction or loss of access to such data.

17.5 Refund or Payment Upon Termination. Upon termination of this Agreement, all Order Forms and Services under this Agreement shall be automatically terminated, and Customer shall pay to ftols all pending dues on a pro-rata basis under this Agreement and/or Order Forms. If this Agreement is terminated by Customer, Ftols shall refund on a pro rata basis to the Customer any prepaid fees covering the remainder of the Term of active Order Forms after the effective date of termination. If this Agreement is terminated by Ftols without any reason, Ftols shall provide to Customer a pro-rated refund for the remaining period of active Order Forms and Consulting Hours. In no circumstance shall Ftols provide any refund for Consulting Hours that have been used, and in no circumstance shall termination relieve Customer of its payment obligations.

17.6 Surviving Provisions. The sections titled "Payment and Refunds", "Confidentiality", "Term and Termination", "Modifications", "Warranty Disclaimer and Limitation of Liability", "Indemnification", "Non-Solicitation", "General Provisions", and such other terms that by their nature survive this Agreement, shall survive the termination of this Agreement for a period of three years from the date of termination of this Agreement.

18.1 Entire Agreement. This Agreement constitutes the entire agreement between Ftols and Customer pertaining to the subject matter hereof and supersedes in its entirety all written or oral agreements between the Parties.

18.2 Third-Party Websites, Apps or Services. The Website or Service may contain links to external third-party websites, apps or services. Ftols does not guarantee, approve or endorse the information or product available on such third-party websites, apps or services, nor does a link indicate any association with or endorsement of the linked website, app or service. We do not operate or control and have no responsibility for the information, products and/or services found on any external sites. Nor do We represent or endorse the accuracy or reliability of any information, products and/or services provided on or through any external sites, including, without limitation, warranties of any kind, either express or implied, warranties of title or non-infringement or implied warranties of merchant-ability or fitness for a particular purpose. You assume complete responsibility and risk in your use of any external website, app or service. Ftols shall not be responsible for any loss or damage incurred by You while dealing with any third party. You should direct any concerns regarding any external link to the relevant website's, app's or service's administrator, owner or webmaster. You are hereby informed to exercise utmost caution when visiting any third-party website, app or service.

18.3. Severability.If any provision of this Agreement is held by a court of competent jurisdiction to be contrary to law, invalid, prohibited, or unenforceable to any extent for any reason, the said provision will be deemed null and void, and the remaining provisions of this Agreement will remain in effect. In case of such an event, the parties agree to amend this Agreement through mutual consent on a best effort basis in order to achieve the original objective of this Agreement.

18.4 Force Majeure.The parties understand that there may be an occurrence of an event or effect that cannot be reasonably anticipated or controlled, which even by the exercise of reasonable diligence cannot prevent non-performance, and in particular, performance of the Services. These occurrences and events include, but are not limited to: acts of God; acts of government; acts of war; natural disaster; epidemic; pandemic; acts of public enemies; acts of terror; strikes or other labour problems; floods; fires; earthquakes; civil unrest; riots; explosions; outages; general Internet brown-outs or black-outs or shortage of bandwidth; hardware failures; hacking, denial of service or ransomware attacks; actions of the elements; or other similar causes beyond the control of Customer or Ftols in the performance of this Agreement. Upon the occurrence of such event or effect, the parties agree to excuse performance under this Agreement and not hold the other liable for the delay in or failure of performance under this Agreement unless an alternative method of performance of the contract is available without violating any law, court order, government order and the terms of this Agreement. Any such delay in or failure of performance shall not constitute default or give rise to any liability for damages.

18.5 Assignment. Neither party may assign any of its rights or obligations hereunder, whether by operation of law or otherwise, without the other party's prior written consent (not to be unreasonably withheld); provided, however, either party may assign this Agreement in its entirety, without the other party's consent, to its Affiliate or in connection with a merger, acquisition, corporate reorganization, or sale of all or substantially all of its assets. Notwithstanding the foregoing, if a party is acquired by, sells substantially all of its assets to, or undergoes a change of control in favour of, a direct competitor of the other party, then such other party may terminate this Agreement upon written notice. In the event of such a termination, Ftols will refund to Customer any prepaid fees covering the remainder of the Term of all subscriptions for the period after the effective date of such termination. Subject to the foregoing, this Agreement will bind and inure to the benefit of the parties, their respective successors and permitted assigns.

18.6 Waiver.No failure or delay by either party in exercising any right under this Agreement will constitute a waiver of that right.

18.7 Third-party beneficiaries.There are no third-party beneficiaries under this Agreement. Customer's Users are not third-party beneficiaries under this Agreement.

18.8 Relationship of the Parties.This Agreement does not create a partnership, franchise, joint venture, agency, fiduciary or employment relationship between the parties. Each party will be solely responsible for payment of all compensation owed to its employees, as well as all employment-related taxes.

18.9 Arbitration, Governing Law and Jurisdiction. Both Parties shall make every effort to resolve all differences amicably taking into consideration the cause for which the parties have purposed to work together. In the event of any unresolved dispute the same shall be settled in accordance with The Arbitration and Conciliation Act, 1996 by appointing a sole arbitrator with mutual consent. The decision of the arbitrator shall be final. The parties shall bear their own individual costs and the costs of the arbitration shall be borne equally by the parties. The venue of arbitration and the seat of arbitration shall only be at Mumbai in India. The language of the arbitration shall be English. This Agreement shall be governed and construed in accordance with the Laws of India. The validity, interpretation and performance of this Agreement shall be governed by and construed in accordance with the laws of India. The parties agree to subject themselves to the jurisdiction of Courts in Mumbai.

18.10 Interpretation. In this Agreement, where the context so requires the singular includes the plural and the plural includes the singular; words importing any gender include the other genders; references to statutes are to be construed as including all statutory provisions consolidating, amending or replacing the statute referred to; the word "or" shall be deemed to include "and/or", the words "including", "includes" and "include" shall be deemed to be followed by the words "without limitation"; references to articles, sections (or subdivisions of sections) or exhibits or schedules are to those of this Agreement; all titles, headings and subheadings are for convenience only and do not affect the meaning of the section / clause; and references to agreements and other contractual instruments shall be deemed to include all subsequent amendments and other modifications to such instruments, but only to the extent such amendments 'and other modifications are not prohibited by the terms of this Agreement.

18.11 Supersedes Prior Agreements. This Agreement supersedes any and all prior agreements entered into by and between Ftols and the Customer.