Access Credentials – The Company will provide access credentials (such as usernames and passwords) for all registered users, facilitating their entry into the system or platform.
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 – Network configurations and 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.
Customization Requests – The Company will not entertain requests for customization unless a separate quotation and contract exclusively addressing customization are executed. If the customer hesitates to commit to payment, the Company reserves the right to consider such requests as feedback for potential future updates.
Call 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 Call ticket should be assigned to a person who will resolve the issue. One Call Ticket might include several historical communication between the Support Team and the Customer. To be recognized as a chargeable Call Ticket such call ticket should have a resolution and documentation.
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.
Data Disposal – The Company takes responsibility for ensuring the secure and appropriate disposal of customer data after the 30-day notification period. The Company is committed to following its Policy on Data Disposal to ensure the secure removal or destruction of customer data.
Data Encoding – The Company offers assistance to the Customer in the process of data encoding, which involves inputting or transforming data into a suitable format for the system at an additional cost.
Data Migration – The Company may provide aid to the Customer in migrating data, suggesting a transfer of existing data to the new system at an additional cost.
Dedicated Domain – The Company is responsible for establishing a dedicated domain, presumably for hosting or accessing the product/service.
EasyHQ Software – is a web-based mobile-friendly POS Data Consolidator designed for growing SMEs in the Philippines. It consolidates POS data and generates reports from all BIR-accredited easyPOS units in multi-branch restaurants or multi-store chains.
Evaluation Exam – is a 50-item assessment administered to core group users. It is based on the contents of the user manual discussed during the training sessions.
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.
Installation – delivery of the product/service within at least five (5) working days. The timeline excludes processing forms of accreditation required by government or private entities. The Company is responsible for setting up the dedicated domain and access credentials. Data encoding and migration assistance are optional and incur an extra cost.
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 – 50% down payment upon agreement signing and a 50% balance with a post-dated check issued thirty (30) days after the agreement signing.
Penalties and Indemnities – Late fees apply for delayed payments. Both parties indemnify each other against third-party breaches.
Project Completion – After installation and training, a Certificate of Completion is issued. Payment and issuance of post-dated checks are required at this stage.
Price – composed of the annual cost of the software, a year of license, one time training fee and VAT inclusive. Additional user licenses incur a separate fee.
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 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 a Call Center, two (2) hours of phone support, and response times defined in the Service Level Agreement.
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 – 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.
a. The Company’s projected timeline and full delivery of the product/service will take at least five (5) working days but the timeline does not include the processing of any forms of accreditation of the Software, which may be required by government agencies or private entities.
b. The Company shall provide the setting up of the dedicated domain and access credentials of all registered users.
c. The Customer has the option to avail the Company’s assistance in its data encoding and data migration tasks at an extra cost.
a. Minimum hardware requirements for the easyFS software to appropriately function according to its specifications.
– 2 Ghz CPU
– 8GB RAM
– 128 SSD HD
– Windows 10 or MAC OS 10
– Google Chrome Browser (Recommended)
– at least 10 Mbps Internet Connectivity
b. Training will be provided to core group users limited only to the number of users per software package. The core group users are going to be certified and will be given all administrative rights and privileges of the system including access to Call Center Support Service.
Training will be done online. An onsite training can be arranged upon request and is subject to an additional fee. The training will take five (5) man-days, with one man-day defined as Eight (8) hours of training. Should the training exceed the allocated hours due to delay that may have been caused by the customer or the customer opted to request additional training, the customer shall pay Php6,000 per man-day in excess of the standard training period.
After completing the training, the core group users, typically comprising 1 to 3 registered users based on the software package availed, will undergo an evaluation exam. This 50-item exam will cover the contents of the user manual available online, which was also utilized during the training sessions.
To gain access to the Call Center Support Service and prevent unauthorized contact by non-trained users, examinees must achieve a passing grade of 75%, equivalent to at least 38 points on the exam.
Those who successfully pass the exam will receive a certificate attesting to their competency in using the software. However, failing the test will necessitate a retake after undergoing re-training, which will incur an additional fee.
c. If the training is to be conducted onsite, the customer is required to fulfill the payment obligations associated with the onsite training. These fees encompass the following components: a per diem fee of Php1,500.00 per person, transportation, accommodation costs if the training is scheduled outside the areas of Metro Manila and Metro Cebu, and any additional fees relevant to the customer’s specific requests.
d. After delivery of the project, the customer may request re-training, subject to the following conditions and fees:
1. Online Re-training: If the re-training is conducted online, the customer shall be responsible for paying the re-training fee of Php 6,000.00 per man-day.
2. Onsite Re-training in Metro Area Locations: If the re-training is conducted onsite within Metro Manila or Metro Cebu, the customer shall be responsible for paying the 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.
3. Onsite Re-training in Non-Metro Area Locations: If the re-training is conducted onsite outside Metro Manila or Metro Cebu, the customer shall be responsible for paying the 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 customer shall cover transportation and accommodation costs, and any other fees associated with the customer’s specific requests.
The customer 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 customer 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 customer’s requirements and the full payment before the actual re-training is conducted.
Payment on On-site Retraining will be paid in advance by the customer to the Company depending on the negotiated time and availability of both parties.
The terms and conditions outlined in this clause shall apply specifically to re-training requests made by the customer after sending of the Certificate of Completion.
a. Warranty
The Company will render free one (1) year warranty and support of the products/services installed/rendered to the Customer after sending of the Certificate of Completion.
b. Support
A Call Center support stationed at the Company to provide technical phone support (9:00am to 9:00pm) Monday to Sunday including Holidays. You may refer to the Service Level Agreement (SLA) for more details. Note that only certified core group users of the Customer will be given access to our Call Center Support Service.
This agreement shall cover free four (4) Call Tickets only. In excess thereof, the Customer will be charged Php3,500 per Call Ticket.
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 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.
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 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. Company will connect via remote access to the system where EasyFS 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.
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.
HII Call Center will be utilized to handle support cases. The HII Call Center will track and provide reports on service calls such as frequency and resolution time. Access to the HII Call Center Hotline will be provided to key personnel representing the customer.
d. Data Backup
Data backup and other activities that secures customer data from corruption and other forms of data failures are NOT covered by warranty.
In the event that the Customer shall no longer continue the EasyFS service either due to non-renewal or pre-termination of the agreement, the Customer is given 30 days from termination date to secure a backup copy of their data after submission of a written request to the Company following its Policy on Data Retention and Backup. The data shall be provided in CSV format via our system.
e. Data Disposal
Upon exhaustion of the 30-day notification to the Customer, the Company shall proceed with the proper disposal of data following its Policy on Data Disposal.
Call Center Services
HII Call Center Service handles incoming calls from customers and provides assistance, answers inquiries, and resolves customer issues or complaints at First (1st) Level Severity Issue.
Hours of Operation: Monday to Sunday (9am to 9pm) including Holidays
Business Analyst Support and Maintenance Services
Technical support specialists assist customers with technical issues related to products or services. They troubleshoot problems, provide step-by-step guidance, and offer solutions to technical challenges. Their expertise may include software, hardware, networks, or specific technical domains.
Hours of Operation: Monday to Saturday 9:00 AM to 6:00 PM excluding Holidays
a. Company owns all rights, title, and interest in and to the Software and the relevant In-tellectual Property laws shall apply in relation thereto. The limited license granted to the Customer to use the Software does not in any manner confer any ownership rights over the Software to the Customer. The grant of the license to the Customer as de-fined herein should not be construed as granting any other license to the software to the Customer except as expressly provided herein.
b. The Customer shall be responsible for its use of the Software upon installation thereof at the Customer’s provided physical server regardless of the completion of the soft-ware implementation. Customers must ensure and maintain the favorable condition of the physical server as the Company will not be held responsible for the maintenance of the hardware as well as the retrieval or provision of a copy of the licenses for re-installation.
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 Company; introducing any elements which could cause damage to the Software; or otherwise using the Software for any purpose that is illegal, fraudulent, improper, or otherwise violates this Agreement.
Any claim made against Company under this Agreement or arising from any other transaction brought about by virtue of this Agreement, and the Company’s liability thereon, shall be in all cases limited to the amount already received by the Company as compensation under this contract. The Company shall not be made liable for any loss of income incurred in the course of the service.
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