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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.
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.
easyFS Software – a cloud-based accounting software compliant with the Bureau of Internal Revenue – Computerized Accounting System regulations.
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.
Log-in Users – refer to individuals or entities who access a system, application, or platform by authenticating their identity through a log-in process. This typically involves providing credentials such as a username and password or other verification methods (e.g., biometric scans, security tokens).
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 response times defined in the Service Level Agreement.
Support Ticket – Refers to a Customer request, issue, or inquiry lodged with the Technical Support Group. It includes a description of the problem, urgency or priority level, and other relevant information. A Support Ticket may contain several historical communications between the Company and the Customer. To be recognized as chargeable, the Support Ticket must have proper documentation and a recorded resolution.
All support concerns shall be managed by the Technical Support Group and logged in the Company’s CRM for proper tracking, monitoring, 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 – 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 renewed agreement, the client may request re-training, subject to the following conditions and fees:
A. Online Re-training: If the re-training is conducted online, the client shall be responsible for paying the re-training fee of Php 6,000.00 per man-day.
B. Onsite Re-training in Metro Area Locations: If the re-training is conducted onsite within Metro Manila or Metro Cebu, the client 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.
C. 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 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 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 and the client’s requirements.
The terms and conditions outlined in this clause shall apply specifically to re-training requests made by the client after the renewal contract has been signed.
After completing the re-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 Technical 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.
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
Technical support shall be available Monday to Friday, 9:00 AM to 6:00 PM only, excluding Saturdays, Sundays, and Holidays.
All support requests, concerns, and issues shall be submitted through the Company’s official support email for proper documentation, logging, monitoring, and tracking in the Company’s CRM.
The Company shall no longer receive support concerns through phone calls as a standard support channel. Support shall be handled through email support only, unless otherwise expressly stated in a separate written Service Level Agreement.
Only certified core group users of the Customer shall be given access to the Company’s Technical Support Service.
This agreement shall cover free four (4) Support Tickets only. In excess thereof, the Customer will be charged Php3,500 per Support Ticket.
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. Any arrangement for after-hours, weekend, or holiday support must be specifically stated in the applicable Service Level Agreement (SLA).
During regular support hours, the Technical Support Group shall assist with logged concerns according to 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 review, verify, and troubleshoot all logged concerns through email support and authorized remote support methods only, as applicable.
Since easyFS is a cloud-based software, support shall be provided remotely only, and onsite support shall not form part of the standard support coverage.
Any request outside the standard remote support scope shall be subject to separate written approval by the Company, if applicable.
C. Service Calls
The Company requires the Customer to provide remote access resources for remote assistance. The 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.
Since easyFS is a cloud-based software, support shall be rendered through remote assistance only, and no onsite support shall be provided as part of the standard support services.
All service concerns must first be properly logged through the Company’s official support email before any troubleshooting or further support action may be evaluated.
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 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.
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 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.
Authorized Users for Support:
Only certified core group users who passed the required Evaluation Exam and were duly authorized by the Customer shall be entitled to access the Technical Support Service.
| 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 |
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 written Service Level Agreement.
The Technical Support Group shall exhaust all necessary troubleshooting steps through email support and authorized remote support methods in order to assist the Customer.
Since easyFS is a cloud-based software, support shall be rendered remotely only. No onsite support shall be provided as part of the standard support coverage.
All concerns must be properly submitted through the Company’s official support email and shall be handled subject to the applicable response and resolution targets under this Service Level Agreement.
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 implementation and during the subscription period. The Customer must ensure the proper use of access credentials and maintain the required internet, device, and user environment necessary for access to the cloud-based system.
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, loss of data beyond the agreed data retention policy, or indirect damages incurred in the course of the service.
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