Terms & Conditions
This Master Services Agreement (MSA) contains the standard terms and conditions under which App Solve Incorporated (“Company”) will provide the Deliverables and Services (collectively, “Work Product”) to Client set forth in the Statement of Work accompanying this MSA (“SOW”, together with the MSA, the “Agreement”).
Both parties agree as follows
This Agreement is the entire agreement between Company and Client with respect to the Work Product to be performed hereunder, and it supersedes all prior and/or contemporaneous agreements and understandings with respect hereto, whether oral, written, or in any other medium. In the event of any conflict, ambiguity or inconsistency between this Agreement and any other document, including any which may be annexed to this Agreement and any terms and conditions on Client’s purchase orders or other documents, the terms and conditions of this Agreement shall govern. No modification to any provision of this Agreement shall be binding unless in writing and signed by both parties.
Company and Client acknowledge and agree that: (i) any and all non-public information Company may in any way access or receive in connection with Client’s Salesforce account (including, but not limited to, any information regarding Client’s business, sales, clients and/or customers), and any and all non-public information related to Client and/or its business, sales, clients and/or customers, will be deemed Client’s “Confidential Information”; (ii) Company will keep Client’s Confidential Information confidential; (iii) any and all confidential information, ideas or concepts developed by Company in connection with delivery of the Work Product, including the pricing and other terms of this Agreement, will be deemed Company’s “Confidential Information”; (iv) Client will keep Company’s Confidential Information confidential; (v) Company will permit its own employees or agents (“Representatives”) to access Confidential Information only on a confidential, need to know basis, to the limited extent necessary, provided all such Representatives are informed of Company’s confidentiality obligations with respect to Confidential Information; and (vi) both parties’ obligations provided in this paragraph will survive any termination of this Agreement. “Confidential Information” will not include any information that a party can demonstrate: (a) is publicly available through no act or breach by that party; (b) was previously in its possession before receiving the information from the other party under this Agreement; (c) was disclosed to it by a third party free to disclose such information without breaching an obligation to either party to this Agreement; or (d) it developed independently without use of or reliance on the other party’s information.
For the period from the date of this Agreement until 12 months following the completion of the engagement, Client will not attempt to hire or persuade personnel to leave the Company’s employment.
4. Non-Business Day Work
Any work requested to be performed on non-working days (weekends or holidays) and approved to be performed by Company on such days will be billed at double the project rate.
5. Project Team
The project team will be determined by Company based on Client’s needs and Company’s available human resources. We will do our best to staff your project with personnel who are most qualified to service your account. If any of our personnel are not performing according to your expectations, please notify us immediately so that we may take appropriate action to resolve your concerns.
All SOW, change orders, or any quotes or proposals given by the Company to Client is purely as estimate. These estimates, if given, are based on our professional judgement, but always with a clear understanding that they are not a binding maximum or fixed fee quotation and are in all respects subordinate to and superseded by the other terms of our engagement. The actual cost may be higher than our estimate because of the unforeseen changes, events, new requirements, or delays that occur or circumstances that may arise which require us to perform additional services not originally anticipated or expected. Often, we cannot anticipate the ultimate complexity of the services at hand, nor the time and labor that will be required of us to handle it properly. The ultimate cost is frequently more or less than any estimate. The Client is responsible for any costs that are above and beyond the estimate. In the event that the actual cost exceeds our estimate by 10% or more, the written consent of the Client to proceed will be obtained prior to commencing the work.
7. Managed Services, Expiration of Purchased Hours, & Invoices
All purchased hours that are not used expire six months after the last time entry on the project. Upon payment of an invoice, it is confirmed that all hours in the invoices are correct and verified. Client cannot dispute an invoice in terms of cost of the services provided, after the invoice is paid.
8. Time and Materials, Development, Quality Assurance (QA), Data Migration Assumptions
The Company works on a Time and Materials basis. Therefore, the Company will bill the Client and the Client agrees to pay for all time logged on the project, even if specific items on the Statement of Work (SOW) have not been started or completed. Once the project begins, and requirements gathering occurs, there can be slight variations in deliverables. The Client can attain information on hours consumed at any point throughout the project. We recommend that the Client have a full sandbox we can work in so we do not affect LIVE processes while updating. Client is responsible for providing all data files in CSV format. All data cleansing will be the responsibility of the Client unless otherwise agreed upon. If Client wants Company to take care of cleaning or cleansing data, then Company will provide an estimate for such work with the proviso that any estimate produced prior to seeing the files and working with the data, will not necessarily reflect our actual fee. Company is not responsible for backing up Client data that is used for development. Client is responsible for all data backups until we complete the project. If custom code is needed for the project, a full dedicated sandbox must be provided to Company. All fixes to existing code or configuration (existing prior to Company beginning work Client) will be billed to Client on a time and materials basis regardless of the cause. All time related to QA will be billed to Client. If there is Data Migration, then all fixes, or mistakes related to Data Migration will be billable regardless of cause. Company is not responsible for deficiencies in any third party applications, software or companies involved in the project.
9. Development Assumptions
If custom code is needed for the project, a dedicated sandbox will need to be provided. If development of custom code is part of the project, deployment failures due to existing code are outside of the scope of this SOW and may need a change order for more time to troubleshoot. Client shall provide Company a Salesforce.com administrative username and password for use in the delivery of services identified in the SOW. Client acknowledges that they understand the capabilities and limitations of the specific edition of Salesforce.com and that this SOW will work within the native functionality available. Reporting and Dashboard configuration will be limited to standard Salesforce.com reporting using the Salesforce.com report wizard. If mobile access will be needed, Client will utilize the native version of Salesforce Mobile Application. Unless otherwise stated in the SOW, there will be no custom development done for the mobile application. Client will be responsible for the User Acceptance planning and testing of the application. Client IT team will be responsible for any deployment to user desktops or mobile devices. The scope of work assumes the use of native capabilities to configure the Salesforce.com application. This includes standard components (page layouts, fields, related lists, custom fields, required/optional, record types, and pick-lists) to support the functionality outlined in the SOW. Company is not responsible for the limitations and performance of Salesforce or any third party apps or services. The company is not liable for any unforeseen issues.
10. The Client Salesforce.com Account
The client agrees that in order to access the system that App Solve has built, they must maintain their Salesforce.com account in good standing.
11. Third Parties; Disclaimer
Company is not responsible for deficiencies in any third party applications, software or companies involved in the project. The client acknowledges that the Company’s estimate and deliverables do not take into account Client responsiveness, or new product features.
12. Delays & Sign-Off
Delays caused by Client may impact the timeline and cost of the project, including but not limited to Client’s not providing necessary information to Company to complete the project and Client not providing approvals in a timely manner. Delays result in increased costs to Company and change the pricing assumptions we previously provided to the Client. As a result, if Company asks Client to sign-off on a task or a project, Client must respond promptly, and in any event within two business days. If Client does not respond within two business days, Company will assume approval of such task or project completion. Company’s timeline in this SOW does not include time for delays caused by Client or unforeseeable circumstances. Company reserves the right to put a project on hold (no further work) if an invoice has not been paid on time. Company requires pre-payment by Client.
13. Limitation of Liability Disclaimer
In no event shall Company or Client be liable for any loss of profit or revenue, or for any other special, exemplary, punitive, consequential, incidental, or indirect damages of any kind or nature arising out of or in connection with this Agreement, whether in an action based on contract, tort, subrogation or otherwise, even if a party has been advised of the possibility of such loss or damages; and the total losses of each party will be of no consequence for all claims of any kind arising as a result of or related to this Agreement (including, without limitation, lost business, lost records or data, or security breach, whether or not the possibility of such damages was disclosed or is reasonably foreseeable by such party). Company is not liable for Client’s performance. Clients waive any and all claims against Company for which liability is expressly disclaimed in this paragraph and agrees to indemnify the Company from any claims arising therefrom. This paragraph does not apply to damages caused by the acts of commission or omission attributable to the Company or its representatives.
14. Warranty Disclaimer
With respect to any work product, company makes no express or implied warranties, including merchantability and fitness for a particular purpose to client of the particular work product or for client’s performance thereafter. All expressed and implied warranties are disclaimed. If client is not in agreement with company’s work product, it is client’s responsibility to bring forth the issues(s) for immediate resolution between client and company prior to the delivery (Go-Live), otherwise company will interpret client as having accepted the work product. Any additional work required from the Company after delivery of the work product will be governed and limited by the ‘Post Go-Live Support’ hours allocated to the project. If Client would like additional work beyond the available hours within the ‘Post Go-Live Support’ allocation, the Company will provide a number of on-going support options. The company covenants to perform all activity using qualified personnel and that the work product will materially conform to client and company’s responsibility under the agreement outlined in the SOW.
Client shall indemnify and hold Company harmless against any claims by third parties, including all related costs, expenses and attorneys’ fees incurred by Company therein whether in subrogation or otherwise arising out of or in conjunction with this Agreement and the Work Product; save and except as is caused by the acts of commission or omission of the Company or its representatives.
16. Limitation of Remedies
Client is responsible for all data backups until we complete the project. The parties agree that the aggregate liability of company and affiliates, agents and licensors for any reason whatsoever related to the work product shall not exceed the aggregate of the fees paid the client hereunder, and client agrees not to sue for a greater amount. Client releases and discharges such parties from all liability in excess of such amount, including liability for its or their negligence.
17. Intellectual Property (IP)
Company owns all IP and Work Product created during each SOW’s engagement and grants an indefinite license to Client for the use of the Work Product, for use only by Client and not for resale. Client will own all data and have access to all source code as applicable to each project. Nothing stated in or implied from this Agreement gives Client any license under any copyright, trademark, trade secret, or other intellectual property of Company or any third party. Client retains sole and exclusive ownership of all rights, title, and interest (including but not limited to all intellectual property rights) in and to its website, products, services, and all material originating from Client under this Agreement.
Either party may terminate this Agreement for cause: (i) upon thirty (30) days’ notice to the other party of a material breach if such breach remains uncured at the expiration of such period.
19. Deadlines; Force Majeure
Company acknowledges that any deadlines set forth in an SOW are significant, and will make reasonable efforts to meet such deadlines. Failure to produce a Work Product by a particular deadline shall not be grounds for cancellation of this Agreement or any SOW. Neither party will be liable to the other party, nor be deemed to have defaulted under or breached in this Agreement, for any failure or delay that is caused by or results from acts beyond the affected party’s reasonable control, including (a) acts of God; (b) flood, fire or explosion; (c) national or regional emergency; (d) strikes, labor stoppages or slowdowns or other industrial disturbances; (e) disruptions in power, telecommunications or internet or damage to computer equipment; (f) loss of Company personnel; or (g) any other issue or event which is beyond the reasonable control of either party (each, a “Force Majeure Event”). A party whose performance is affected by a Force Majeure Event shall give notice to the other party, stating the period of time the occurrence is expected to continue and shall use diligent efforts to end the failure or delay and minimize the effects of such Force Majeure Event. The non-affected party may terminate this Agreement if such failure or delay continues for a period of 30 days or more.
Company may use Client’s name and logo on Company website and promotional materials in an accurate and reasonable manner to identify Client as a client of Company, as long as approval is provided by the Client in writing (including email).
21. Travel & Expenses
Travel to Client site will be billed on a Time & Materials Basis. All expenses related to travel will be billed to Client. Car Rental: Company has reduced rate car rentals with multiple car rental companies. When Company rents a car for a client, it is of a full-size. The earlier the booking can occur, will generally yield a better rate. Hotels: If a hotel is needed, a 3.5 star hotel or above will be booked. Company also has reduced rates with multiple hotel chains. Flights: If a flight is needed, a coach class ticket will be purchased as applicable. The earlier the booking can occur, will generally yield a better rate.
22. Dispute Resolution
In the event that a dispute arises between the parties regarding the performance of this Agreement, the parties shall attempt in good faith to resolve any dispute arising out of or in connection to this Agreement pursuant to this Agreement by referring the dispute to senior management of both parties. Company does not waive any rights or remedies for seeking payment for quantum meruit or any amount agreed upon by the parties for the project. If the dispute is not resolved within 90 days of the original notice of the dispute, or if any party fails to participate in the negotiations as required under this Agreement, the matter may then be resolved by the recourse to the Courts of the Province of Ontario, as referenced in s. 24 below. Payment of all invoices during this process is an essential part of the good faith requirement. In the event of a dispute relating to nonpayment to Company by Client, after 90 days of notice of the dispute, Company reserves the right to submit the matter to any collection agency or attorney, or report non-payment to any credit bureau or agency.
23. Third Party Applications
Client will be responsible for purchasing any additional third party applications and AppExchange products identified in the SOW or necessary to achieve the objectives specified in the SOW and the associated licensing cost, including product specific support and training.
This Agreement and the rights and obligations of the parties under this Agreement will be governed by and construed in accordance with the laws of the Province of Ontario, excluding any conflict of laws principles. Any claims or disputes arising out of or related to this Agreement must be resolved exclusively by the courts located in Toronto, Ontario and the parties each agree to submit to the personal jurisdiction of, and that venue is proper in, such courts for the purpose of resolving all such claims or disputes. No provision of this agreement may be modified or waived without the express prior written consent of both parties. Sections 2-3, and 9-17 of this Agreement will survive any termination of this Agreement and will remain in full force and effect. Company and Client agree that no joint venture, partnership, employment, or agency relationship exists between them. This Agreement binds and inures to the benefit of the parties and their successors and permitted assigns, except that neither party may assign this Agreement without the prior written consent of the other party; however, Company may assign this Agreement to any of its affiliated companies or in connection with a merger or consolidation involving Company or the sale of substantially all of Company’s assets, in each case to the other party or its successor in such transaction. All notices shall be in writing and sent to the contact address set forth herein, and will be deemed delivered as of the date of actual receipt.
All deposits are non-refundable.
If any provision or part of this Agreement is found to be invalid or unenforceable, in whole or in part, such invalidity or unenforceability will attach only to such provision or part of such provision and the remaining part of such provision and all other provisions in this Agreement will continue in full force and effect.
What Our Customers Are Saying
"Great team to work with! App Solve knows their stuff. They helped to get Pardot integrated with Salesforce, and I am excited to see what we can do with it."
Dawn Jones, Director of Marketing | Kraun Electric Inc.
"The App Solve team was very knowledgeable, organized, and worked diligently to set up Salesforce and Pardot within a tight timeframe. We enjoyed working with everyone on the project and appreciated the guidance along the way."
Simon Dealy, CEO | HIRE Technologies
"Experienced partner with good staff. We did our first project with App Solve this past summer. It was implemented professionally and has had a positive impact on our business. The staff are responsive and know their stuff. We will definitely use them again."
Aaron Jones, CEO | Kraun Electric Inc.
"Highly skilled and easy to work with! I’ve been working with App Solve for several years as a Salesforce partner and a software implementor of our platform - Accounting Seed. In my experiences with App Solve, they've been spot on with respect to the Accounting Seed and Salesforce value proposition and I've had countless successful project roll-outs with our mutual customers! Cheers to many more, App Solve!"
Anthony Schermer, Senior Account Executive | Accounting Seed
"A great long term partner. The team at App Solve has helped us implement several strategically valuable modules, custom design, and workflow processes to our org. We have been working with them for four years now. They understand our business needs and help us scope projects appropriately for our requirements and budget. Planning projects is always difficult when we don't understand the complexity of some challenges. They help us navigate appropriately and are reasonable to work with when original plans inevitably end up drifting into something different than first envisioned."
Craig MacAdam, CFO | Lift North America
"App Solve is great to work with, they take the time to understand our business and how best to implement Salesforce solutions to meet our objectives. Very knowledgeable team to work with our company as we rolled out Salesforce across North America to 12 cities, implementing our entire business. It was a pleasure doing business with App Solve. Thank you."
John Chiaramonte, Senior Business Development Executive | Enwave North America LP.
"Exceptional work and customer service! We contracted App Solve to help us with an implementation roadmap project and feasibility study. We were very pleased with the level of service they provided, the clarity of communication, and the attention we received. All our needs were addressed! I strongly recommend App Solve, their level of expertise, and customer service are unparalleled."
Asia Nebesnaia, IT Project Manager | Cox Automotive Canada Company
"Extremely pleased. David and his team have been a dream to work with. They are very responsive and complete projects in a timely manner. They also take the time to thoroughly explain things to a novice Salesforce user. I look forward to working with David in the future!"
Sierra Hayes, Operations Manager | Dream Local Digital
"We worked with the App Solve team to implement Salesforce for our organization, including the main system architecture and setting up the data model needed for our business. They have been a true partner in getting us rolling with Salesforce and have also been of great assistance in tackling smaller projects after the implementation was largely completed."
Gregory Kennedy, Controller | Generis
"Great Group to work with. We have used App Solve a few times and they have been great to work with. They were very knowledgeable and showed a willingness to work with or organization. I will use them for future consultation."
Chris Haase, President | Environmental Products Group
"Fantastic experience working with Pattie & David. Our company recently completed the transition to Lightning with the competent, guiding hand of Pattie. This transition provided us the perfect opportunity to fix an ongoing issue that was caused by a custom-built feature. Pattie & her team took the time to clearly understand the issue and to take the proper steps to fix it. I would highly recommend App Solve to anyone looking to integrate Salesforce into their business."
Lee-Anne Golden, Managing Director | Urban Flats Toronto
"A true partner. The team at App Solve is amazing. We have truly valued their expertise and consider them a partner, helping us maximize our Salesforce experience. They have been lifesavers on more projects than I can count. We look forward to a long and productive relationship. 5 stars all around!"
Kerrie LePage, Director of Marketing and Product Management | Edenred Commuter Benefit Solutions