SUPPORT SERVICES POLICY & SERVICE LEVEL AGREEMENT
Parties
(1) Metro Group Pte Ltd , a company incorporated under the laws of Singapore with its registered office at 116 Changi Road #04-03 WIS@Changi SG 419718 Singapore, and Unique Entity Number 201415107H (the “ Supplier ”).
Background
(A) The Supplier offers a Software-as-a-Service solution known as MetroERP (the “ Services ”).
Effective Date: 6-Nov-2023
Terms of Service Agreement for Metro Accounting System
1. Acceptance of Terms
By accessing and using Metro Accounting System (the "Service"), you agree to be bound by the terms and conditions set forth in this Terms of Service Agreement ("Agreement"). If you do not agree to these terms, you should not use the Service.
2. Use of the Service
a. Metro Accounting System is provided for opt in paid services and no cost to up-and-coming businesses ("Users") for the purpose of facilitating financial management and accounting tasks. Users of the free version of Metro Accounting System are not entitled to any Service Level Agreements (SLAs) or guaranteed uptime. Please note that for free users, the support and service levels mentioned below do not apply.
b. You must provide accurate and complete information when creating an account or using the Service. You are solely responsible for the activity that occurs on your account.
c. Users may not use the Service for any unlawful, fraudulent, or malicious activities.
3. Data Storage Limit
a. Each User account is limited to a maximum data storage of 1 GB. If you exceed this limit, you may be required to reduce your data or upgrade to a paid account.
4. Number of Free Accounts
a. Each User is entitled to one free account. Additional accounts require a separate agreement.
5. Privacy and Data Security
a. Metro Accounting System takes the privacy and security of your data seriously. Please refer to our Privacy Policy for details on how we collect, use, and protect your information.
6. Ownership
Metro Accounting System and all related content, including but not limited to software, logos, and trademarks, are the property of Metro Group Pte Ltd. Users are not granted any rights or licenses to use these assets without prior written consent.
7. Disclaimers and Limitations
a. Metro Accounting System is provided "as is" without any warranties, whether express or implied.
b. Metro Group Pte Ltd shall not be liable for any direct, indirect, incidental, special, or consequential damages that result from the use of, or inability to use, the Service.
8. Termination
Metro Group Pte Ltd reserves the right to terminate or suspend access to the Service at its sole discretion and without notice, for any reason, including if a User violates this Agreement.
9. Changes to Terms
Metro Group Pte Ltd may update or revise this Agreement from time to time. It is your responsibility to review the Agreement periodically for changes. Continued use of the Service after changes have been made constitutes acceptance of the revised terms.
10. Governing Law
This Agreement is governed by and construed in accordance with the laws of Singapore, and any disputes arising under or in connection with this Agreement shall be subject to the exclusive jurisdiction of the courts of Singapore.
11. Contact Information
If you have any questions or concerns about this Agreement, please contact us at info@metrogroup.solutions.
Support Services & Service Level Agreement for Metro Accounting System
1. SERVICE UPTIME COMMITMENT
For the purpose of measuring the quality of service that the Supplier delivers, the Supplier is committed to the following:
(a) The Supplier will provide at least 97.5% uptime access to the Software on a twenty- four hours a day, seven days a week (24 x 7) basis (“ Services Uptime Metric ”); and
(b) The Services Uptime Metric commences on the “ Go Live Date ”, which is when your paid subscription with Metro Group Pte. Ltd. commences
2. MEASUREMENT METHOD
The Services Uptime Metric will be measured using Uptime Monitor services. On a quarterly basis, the Services Uptime Metric will be measured using:
(a) the measurable hours in the quarter (total time minus planned downtime, including maintenance, upgrades, etc.) as the denominator; and
(b) the denominator value minus the time of any outages in the quarter (duration of all outages combined) as the numerator,
to give the percentage of available uptime.
An “ outage ” is defined as when the website metrogroup.solutions is unreachable.
3. BOUNDARIES AND EXCLUSIONS
The Services Uptime Metric will not apply to performance issues caused by the following:
(a) Overall Internet congestion, slowdown, or unavailability;
(b) Unavailability of generic Internet services due to virus or hacker attacks;
(c) Events or circumstances that are outside the reasonable control of the Parties including acts of God, fire, explosion, typhoon, storm, earthquake or other similar occurrence, orders of acts of military or civil authority, or national emergencies, insurrections, riots, wars, strikes, or other force majeure events;
(d) Actions or inactions of the Customer or third parties beyond the control of the Supplier;
(e) A result of the Customer equipment or third-party computer hardware, software, or network infrastructure not within the sole control of the Supplier; or
(f) Scheduled SaaS infrastructure maintenance.
4. REPORTING
The Supplier will provide a report on the Services Uptime Metric (“ Uptime Metric Report ”) to the Customer upon request. If the Customer disagrees with the Uptime Metric Report, written notice of the disagreement must be provided to the Supplier within seven (7) days of receipt of the Uptime Metric Report.
5. RESPONSE TIME
The Supplier will use commercially reasonable efforts to respond to problems with the Software detected by the Supplier and/or reported by the Customer, and provide a fix or workaround to the problem within 1 business day as defined in clause 7 below.
6. SERVICE CREDITS
If the Supplier fails to meet the Services Uptime Metric in any quarter, the Customer will be entitled to service credits (“ Service Credits ”) as follows:
Quarterly services uptime metric | Rating | Service credits entitlement |
Between 95% to 100% | Meet Goal | Nil |
Between 85% to 94.99% | Tolerable | 1 month free usage |
Below 85% | Unacceptable | 1 day additional usage for each percentage drop |
Service Credits are cumulative. The subscription fee for the next billing cycle will be reduced by the percentages set out above. Service Credits can only be applied against future payments otherwise due from the Customer, and will not entitle the Customer to any refund or payment by the Supplier. Service Credits are capped at 100% of the subscription fee payable for the next billing cycle.
Service Credits are cumulative. The Initial Term will be extended at no cost to the Customer according to the accumulated Service Credits. Any renewal of the term of the Services will be effective after all Service Credits have been fully utilised.
Service Credits cannot be transferred or applied to any account other than the Customer's own account. Service Credits are forfeited upon termination of this Agreement.
7. SUPPORT TIME
Support hours are between 9 am to 6 pm. Total 8 hours per day, Monday to Saturday, excluding Sunday and Public holidays.
The Customer may initiate a help request during the Support Hours by email: support@metrogroup.solutions or use the other support widgets available.