Terms & Conditions of Service

Services we provide

ERPAISYS provides services to help customers plan, implement, operate, and maintain an ERP system. The specific deliverables, modules, number of users, integrations, locations, and schedule for each service are set out in the applicable order document.

Agreement and order of documents

By signing a proposal, SOW, order form, service agreement, or by using the services after receiving notice of these terms, the customer confirms that they have read and agreed to these terms.

In the event of any discrepancy, the order of precedence is: (1) a written agreement or SOW signed by the parties; (2) an approved proposal or order form; then (3) these Terms of Service. Specific terms in a higher-precedence document apply only to the related service.

Collaboration required

The customer is responsible for providing authorised personnel, accurate and lawful data, timely business decisions, necessary access, and an operating environment consistent with the implementation plan.

• Appointing a project owner and key users to validate processes, data, and configuration outcomes.
• Carrying out testing, approvals, and data backups according to the agreed schedule.
• Keeping account credentials, passwords, access rights, and devices used to access the service confidential.
• Ensuring that use of the service, data, and any third-party integrations does not violate the law or the rights of others.

Implementation stages

Implementation is carried out based on the agreed scope. Work not included in that scope, including process changes, reports, integrations, master data, or additional training, may be treated as a change request and requires written approval of its cost and schedule impact.

A deliverable is deemed accepted once the customer gives written approval, uses the deliverable in a production environment, or does not submit a substantial written rejection within the acceptance period set out in the SOW.

Support, availability, and cloud services

Service levels, support hours, reporting channels, response times, scheduled maintenance, backups, data retention, and availability targets apply only where expressly stated in the service package or SOW.

• The customer acknowledges that cloud services and internet connectivity may experience disruption, maintenance, or limitations from infrastructure providers or other third parties.
• ERPAISYS may perform scheduled maintenance with reasonable notice, except where emergency action is required for security or service restoration.
• Requests outside the maintenance package, such as new feature development, major configuration changes, or recovery from misuse, may incur additional charges.

Customer data and confidential information

The customer retains ownership of its business data. ERPAISYS only processes, stores, accesses, or uses that data to the extent necessary to provide the services, meet legal obligations, maintain security, and perform the applicable agreement.

Each party must keep the other party's confidential information confidential and must not disclose it to third parties, except as necessary to perform the services, as required by law, or with prior written consent.

Where a service involves personal data, the parties will comply with applicable data protection obligations. More detailed data processing terms may be set out in a separate data processing agreement. See also our Privacy Policy.

Service fees

Fees, taxes, payment terms, offer validity periods, and consequences of late payment are set out in the proposal, invoice, or SOW. Unless stated otherwise, fees exclude applicable taxes.

ERPAISYS may suspend work, access, or cloud services after reasonable notice where an invoice is past due and unpaid. Suspension does not waive the customer's obligation to pay amounts already due.

Operational risk and limitation of liability

Software failure

To the extent permitted by applicable law, ERPAISYS is not liable for operational losses, loss of profit, loss of revenue, loss of data, business interruption, loss of opportunity, or any indirect or consequential loss arising from failure, disruption, delay, or unavailability of the software. The customer must maintain appropriate validation procedures, backups, access controls, and a business continuity plan suited to its own risk level.

Implementation liability cap

For implementation services, ERPAISYS's total cumulative liability for any and all claims relating to the implementation services will not exceed the implementation fees paid by the customer for the implementation services that directly gave rise to the claim. This cap applies in the aggregate, not per incident.

The limitations above are not intended to exclude liability that cannot be excluded or limited under applicable law, including in cases of wilful misconduct or gross negligence where such limitation is prohibited by law.

Intellectual property, termination, and governing law

Intellectual property rights in the platform, common configurations, methods, documentation, and materials already owned by ERPAISYS or its licensors remain the property of that party. The customer receives a limited right to use them in line with the services ordered and for as long as payment obligations are met.

Either party may terminate the services in accordance with the applicable agreement, or where the other party commits a material breach and fails to remedy it within a reasonable period after receiving written notice.

These terms are governed by and construed in accordance with the laws of the Republic of Indonesia. Disputes will first be pursued through amicable discussion. Where no resolution is reached, the dispute resolution mechanism set out in the applicable agreement or SOW will apply.

ERPAISYS may update these terms. Material changes will be communicated through our site, email, or another reasonable communication channel and will take effect as of the date indicated, provided this does not conflict with any written agreement still in force.