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Auto-Renewal – The automatic extension of the Agreement for an additional one-year period after the initial term, unless either party provides written notice of termination at least thirty days before the expiration date.
Acceptance and Limitations – hardware installations are not the Company’s responsibility.
Confidentiality Clause – Both parties agree not to disclose confidential information to third parties. Confidentiality survives termination, and an NDA is executed.
Data Backup – creating and storing duplicate copies of customer data to prevent loss or corruption, typically for recovery in case of data failures. It specifies that activities related to data backup, as well as other measures aimed at securing customer data from corruption and data failures, are not covered by the warranty.
easyPOS Software – The Software pertains to a Point-of-Sale (POS) Software License which is accredited with the Bureau of Internal Revenue.
Grace Period – If no payment, signed quotation, and signed memorandum of agreement for renewal are received by the expiration date, a seven-day grace period is granted to the client. During this period, the client can submit the payment for renewal without penalties or service disruptions.
Hardware – refers to the computer’s tangible components or delivery systems that store and run the written instructions provided by the software.
Metro Cebu – is defined as all locations bounded by Mandaue City in the North, Cebu City, Lapu-lapu City Mactan Island up to Talisay City in the South.
Metro Manila – defined as all locations bounded by Caloocan City in the North (of Makati), Manila in the West, Marikina City in the East and Alabang (South of Makati).
Payment Terms – BCS Cost: 100% Full Payment upon signing of the agreement.
Penalties and Indemnities – Late fees apply for delayed payments. Both parties indemnify each other against third-party breaches.
Service Level Agreement (SLA) – It refers to a document that outlines a commitment between the Company and the Customer, including details of the service, the standards the Company must adhere to, and the metrics to measure the performance.
Software – refers to a set of configurations, data or programs used to operate computers and execute specific tasks.
Software License – grants the customer the right to use the software for a specified period.
Support – one (1) year of warranty and support after the Certificate of Completion is issued. Support includes response times defined in the Service Level Agreement.
Support Ticket – refers to a customer’s request, issue or inquiry. This includes a description of the problem, the urgency or priority level and other relevant information. A Support Ticket should be assigned to a person who will resolve the issue. One Support Ticket might include several historical communications between the Support Team and the Customer. To be recognized as a chargeable, such Support Ticket should have a resolution and documentation.
All support concerns shall be managed by the Technical Support Group and logged in the Company’s CRM for proper tracking and resolution.
Term – The period during which the Agreement is legally binding, beginning upon signing and lasting for one year, unless terminated earlier as specified in the agreement.
Training/Retraining – refers to an action of teaching someone on how to use the machine provided with specific hardware and software requirements. Core group users receive training, and subsequent users are trained by the core group. Onsite training is available at an additional fee. Re-training is possible with associated fees and conditions.
After signing the agreement, the client may request re-training, subject to the following conditions and fees:
Online Retraining: If the re-training is conducted online, the client shall pay a fee of Php 6,000.00 per man-day.
Onsite Retraining in Metro Area Locations: If the re-training is conducted onsite within Metro Manila or Metro Cebu, the client shall be responsible for paying a re-training fee of Php 6,000.00 per man-day, along with a per diem fee of Php 1,500.00 per person, and any other fees associated with the customer’s specific requests.
Onsite Re-training in Non-Metro Area Locations: If the re-training is conducted onsite outside Metro Manila or Metro Cebu, the client shall be responsible for paying a re-training fee of Php 6,000.00 per man-day, along with a per diem fee of Php 1,500.00 per person. In addition to these fees, the client shall cover transportation and accommodation costs, and any other fees associated with the customer’s specific requests.
The client shall notify the Company in writing of their intention to request re-training and shall make the necessary arrangements for scheduling and payment. The service provider will coordinate with the client to determine the availability of trainers and the logistics required for the re-training sessions.
Both parties shall mutually agree upon the dates and duration of the re-training sessions, taking into consideration the availability of trainers, the client’s requirements and the full payment before the actual re-training is conducted.
The terms and conditions outlined in this clause shall apply specifically to re-training requests made by the client after the delivery of the project.
A. Version Upgrade
Should there be any new major version releases of the Software, the Customer shall have the option whether to avail of the same or not. The Customer acknowledges that should it choose to upgrade the Software, it would have to pay the actual price subject to allowable discounts offered by that time, if any.
Should the Customer decide not to upgrade the Software, the Customer acknowledges that it may continue to use the originally purchased version of the Software for two (2) years with payment of the Business Continuity Service Fee (BCS), but that support and maintenance for the originally purchased version of the Software shall cease after the two (2) year period. Thereafter, the Customer would have the option to either upgrade the Software to the latest version or cease using the Software.
Note that only the latest version of the EasyPOS software will be supported by the Company. Support for previous versions will no longer be accommodated.
B. Support
A Technical Support Group is maintained by the Company to provide technical support via official email support channels (support@humedit.ph)
Technical support shall be available Monday to Friday, 9:00 AM to 6:00 PM only, excluding Saturdays, Sundays, and Holidays.
Support requests received after business hours, on weekends, or on Holidays shall be addressed on the next business day, unless otherwise expressly covered by a separate Service Level Agreement.
All support requests shall be handled by the Technical Support Group, and all issues shall be logged, monitored, and tracked in the Company’s CRM.
The Company shall no longer use the term Call Center for support services. All references shall be replaced with Technical Support Group.
This Agreement shall cover four (4) free Support Tickets per year only. Any Support Ticket in excess thereof shall be charged Php 3,500.00 per Support Ticket.
During regular support hours, the Technical Support Group shall provide assistance for all properly logged concerns in accordance with the applicable Service Level Agreement.
* All customer concerns, issues, and support requests shall be submitted through the Company’s official support email for proper documentation, logging, monitoring, and resolution tracking.
* The Technical Support Group shall evaluate, verify, and troubleshoot all logged concerns through email support and other authorized remote support methods, where applicable.
* If the issue cannot be resolved remotely, onsite support may be scheduled, provided that the issue is determined to have been caused by easyPOS Software and Company-provided or Company-supported hardware only.
* Any onsite deployment shall be subject to the applicable site location, availability, and the mutually agreed schedule between the Company and the Customer.
1. For Metro Manila Branches and Cebu Branches: If onsite support is required and the call is received from the start of Company business hours until 4pm, a Technical Engineer will be sent to the site within four (4) to six (6) hours or depending on a mutually available time or date for both parties. If the call is received from 4:01pm onwards, a Technical Engineer will be sent to the site on the following business day or depending on a mutually available time or date for both parties. The Customer will be charged for the onsite visit of Six thousand Pesos Php6,000 equivalent to one (1) man-day, and transportation expenses of the Technical Engineer in the amount of One Thousand Five Hundred Pesos (PhP 1,500.00) per visit.
2. For Outside of Metro Manila or Cebu Branches: If onsite support is required, a Technical Engineer will be dispatched based on the availability of mode of transportation within twenty-four (24) to thirty-six (36) hours depending on a mutually available time or date for both parties. Onsite support for provincial areas will be subject to the terms and conditions stipulated below and will be for the account of the Customer:
i. Onsite visit cost of Six thousand Pesos Php6,000 equivalent to one (1) man-day.
ii. Decent accommodation in a hotel for the engineer in the course of the performance of their duties;
iii. Telephone calls, faxes, modem charges and other incidental expenses made on behalf of and upon prior notice to the Customer;
iv. Transportation expenses (Airfares, Taxis, Buses, Trains, etc) to and from the Customer’s site;
v. Per Diem allowance of One Thousand Five Hundred Pesos (Php 1,500.00) per Person per day;
vi. Laundry and dry-cleaning expenses
vii. Other incidental expenses related to the onsite support.
C. Service Calls
The Company requires the Customer to provide remote access resources for remote assistance for the purpose of monitoring security and maintenance of the system. Rest assured that there shall be no data to be changed or updated without seeking prior consent and authority given thereof from the Customer. The Company will connect via remote access to the system where EasyPOS is installed. Customers must provide secure and efficient access, including a fast and stable Internet connection preferably DSL / Broadband Internet, to make remote assistance successful.
After a maximum time of two (2) hours of remote troubleshooting and the problem cannot not be remotely addressed, an onsite support will be deployed (for problems caused by easyPOS Software and Company purchased Hardware).
Response time will be based on the following Service Level Agreement.
Unless otherwise impractical to either party, the preceding response time will be observed. Otherwise, response time will be on a mutually agreed date and time for any severity case.
D. Data Backup
Data backup and other activities that secure customer data from corruption and other forms of data failures are NOT covered by warranty.
E. Patch Release
All internal POS patch releases, including updates for bug fixes, hotfixes, and new reports, will be for the enhancement of the easyPOS. These updates will be provided free of charge to existing customers with Business Continuity Service (BCS).
F. Exclusion on the Company Hardware Maintenance
1. The following are NOT covered by warranty:
a. Repair of hardware not provided by Company;
b. Repair of any 3rd party hardware provided by Company such as printers, cash drawers (except during 1st year of purchase);
c. Repair of damaged/corrupted data or reinstallation of Operating System or software due to the following reasons:
* Virus infection;
* Improper use and/or shutdown of the system;
* Power Failures and fluctuations; or
* Accidental deletions of system files or data and
* Unauthorized modifications;
* Any problem caused by software not installed by Company authorized personnel;
* In case the user was not able to back up files, Company will not be liable in case of data loss due to viruses and file corruption due to power failure and improper operations;
* Physical damage of the accessories, intentional and unintentional such as crack, damage cable caused by rat or rodent bites.
* Physical damage of the Main POS Unit, accessories and peripherals that is caused by water spillage, oil spillage, and other situations that contributed to the deterioration of the POS and its operations.
2. Other conditions:
a. Company technical resource reserves the rights to uninstall any unauthorized Company program installed within the POS terminal.
b. The Customer should ensure that all necessary assistance is provided to Company personnel in the performance of its duty and the adequate space is provided when providing services to the POS System;
c. All software to be installed should have a corresponding legal license;
d. Pirated software will not be catered nor serviced by our technical support service group;
3. Company will charge separately for services arising from:
a. Re-training on how to use the POS System;
b. Relocation or re-installation on a new business location;
c. Re-installation of the system caused by Act of God,
d. Re-installation of the system on a newly upgraded POS machine due to the end of support for the Windows operating system and other third party softwares;
e. Re application of BIR Permits in case of relocation of business, change of corporate names and similar scenarios;
f. Modification or alterations of hardware provided by Company; or
g. Request for cabling/re-cabling or wires.
4. Maintenance for the software shall continue only in accordance with the applicable Agreement, and support for previous versions of the Software shall continue only within the allowable support period. Only the latest supported version shall be entitled to full support coverage.
The Technical Support Group shall handle incoming inquiries from Customers and provide assistance, answer inquiries, and resolve issues via the official support email and related support channels maintained by the Company.
Hours of Operation: Monday to Friday, 9:00 AM to 6:00 PM only, excluding Saturdays, Sundays, and Holidays
Official Support Channel:
The Company’s official support shall be managed by the Technical Support Group through the designated support email (support@humedit.ph) as may be published by the Company from time to time.
CRM Logging and Tracking:
All support concerns received through official support channels shall be logged into the Company’s CRM for monitoring, tracking, documentation, and resolution.
The Technical Support Staff shall exhaust all necessary troubleshooting steps in order to assist the Customer. If within two (2) hours there is still no remedy, onsite support may be scheduled subject to confirmation from the Customer and subject to the applicable support terms.
Within Metro Manila and Metro Cebu, onsite deployment shall be subject to availability and mutually agreed schedule. Requests received beyond regular support hours shall be addressed on the next business day.
Outside Metro Manila and Metro Cebu, onsite deployment shall be subject to transportation availability, mutually agreed schedule, and applicable provincial onsite charges.
| Severity | Definition | EasySeries Examples |
| P1 – Critical | System down or major function unusable; no workaround; business is stopped. | EasyPOS cannot issue official receipts/Z-reading; easyFS cannot post any transactions; EasyHR cannot run payroll near cut-off; the system won’t open for all users. |
| P2 – High | Key function impaired; workaround exists but operations are heavily affected. | POS slow but still working; only one branch cannot sync; easyFS reports not matching due to configuration; EasyHR SSS/PhilHealth export failing but manual calculation still possible. |
| P3 – Medium | Normal business still works; the issue is inconvenient or affects specific users only. | Users cannot log in due to account lock; minor report mismatch; UI errors; small bugs with simple workaround. |
| P4 – Low | Cosmetic, “how-to”, or enhancement request. | Request to add new report layout; tutorial/help requests; suggestion for new feature; label/typo issues. |
| Severity | First Response Target | Status Update Frequency |
| P1 – Critical | Within 15 minutes (call) / 30 minutes (email/ticket) | Every 1–2 hours until workaround, then daily until resolved |
| P2 – High | Within 1 hour | At least once per day |
| P3 – Medium | Within 4 business hours | Every 2–3 days or upon significant progress |
| P4 – Low | Within 1 business day | On change in status or scheduled release |
| Severity | Workaround Target | Final Resolution Target* |
| P1 – Critical | Within 4 support hours | Within 24 support hours (or next business day) |
| P2 – High | Within 1 business day | Within 3–5 business days |
| P3 – Medium | Best effort | Within 5–10 business days or next scheduled release |
| P4 – Low | Based on product roadmap | No strict commitment; grouped with planned enhancements |
A. The Company owns all rights, title, and interest in and to the Software, and the relevant intellectual property laws shall apply in relation thereto. The limited license granted to the Customer to use the Software does not confer any ownership rights over the Software to the Customer. The grant of license shall not be construed as granting any other right except as expressly provided in the Agreement.
B. The Customer shall be responsible for its use of the Software upon installation at the Customer’s provided physical server regardless of the completion of the software implementation. The Customer must ensure and maintain the favorable condition of the physical server, as the Company shall not be responsible for maintenance of the hardware or the retrieval or provision of copies of licenses for reinstallation.
C. The Customer is prohibited from selling, leasing, or distributing the Software to any third party, or reproducing or modifying the same without the written consent of the Company; introducing any elements that could cause damage to the Software; or otherwise using the Software for any purpose that is illegal, fraudulent, improper, or contrary to the Agreement.
Any claim made against the Company under the Agreement, or arising from any transaction brought about by virtue of the Agreement, and the Company’s liability thereon, shall in all cases be limited to the amount actually received by the Company as compensation under the contract. The Company shall not be liable for any loss of income, loss of business, or indirect damages incurred in the course of the service.
The POS system provided is intended solely for lawful and legitimate business operations in accordance with the rules and guidelines set forth by the Bureau of Internal Revenue (BIR) under the issued Permit to Use (PTU).
Any use of the POS machine for unauthorized, unintended, or illegal purposes — including but not limited to tax evasion, manipulation of sales data, or operations outside the scope of its approved functionality — constitutes a violation of applicable laws and BIR regulations. The Company shall bear no responsibility or liability for any legal, financial, or regulatory consequences arising from such misuse.
Customers are solely responsible for ensuring that their use of the POS system remains fully compliant with all BIR rules and relevant laws.
When an operating system or third-party software reaches its designated end-of-support date, it will no longer receive security updates, system patches, or technical assistance.
As the provider of the easyPOS solution, the Company strongly recommends upgrading the operating system, third-party software, and hardware, if necessary, to ensure that the POS system remains secure, stable, and fully compatible with future easyPOS updates.
If the Customer chooses not to proceed with the recommended upgrades or declines both software and hardware updates, the Company shall not be held liable for any issues arising from the continued use of unsupported operating systems or third-party software, including but not limited to:
By declining the upgrade, the Customer expressly acknowledges and accepts full responsibility for any risks, damages, or losses that may result from operating on unsupported platforms.
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