Last Updated: Mar 7, 2023
IMPORTANT: Carefully read these Terms of Service (this “Agreement”) before using the Service (as defined below).
This Agreement creates a binding legal agreement between you (“Customer”) and ThoughtFarmer Inc. (“ThoughtFarmer”).
BY USING THE SERVICE, YOU IRREVOCABLY ACCEPT THE TERMS AND CONDITIONS OF THIS AGREEMENT. IF YOU DO NOT ACCEPT THIS AGREEMENT, YOU MUST NOT USE THE SERVICE. You also agree to ensure that anyone who uses the Service using your password or login information abides by this Agreement.
IF YOU ARE ENTERING THIS AGREEMENT ON BEHALF OF A COMPANY OR OTHER LEGAL ENTITY, YOU REPRESENT THAT YOU HAVE THE AUTHORITY TO BIND SUCH ENTITY TO THIS AGREEMENT, IN WHICH CASE, THE TERM “CUSTOMER” WILL REFER TO SUCH ENTITY. IF YOU DO NOT HAVE SUCH AUTHORITY, OR IF YOU DO NOT AGREE WITH THIS AGREEMENT, YOU MUST NOT ACCEPT THIS AGREEMENT AND MAY NOT USE THE SERVICE.
By accepting this Agreement, you agree to be bound by the terms and conditions of this Agreement.
In order to enter into this Agreement, you must have reached the legal age of majority in your jurisdiction of residence, and be fully able and competent to enter into the terms, conditions, obligations, affirmations, representation and warranties set forth in this Agreement, and to abide by and comply with this Agreement. It is your responsibility to ensure that you are legally eligible to enter into this Agreement under any laws applicable to you. If you accept this Agreement, you represent that you have the capacity to be bound by it.
As consideration for the subscription to the Service, Customer will pay ThoughtFarmer the fees set forth in and in accordance with the Order Form. All fees will be billed in advance on an annual basis and are due within 30 days following the date of invoice, unless otherwise agreed to in the Order Form. Overdue amounts will accrue interest at the rate of 2% per month (24% per annum), or the highest legal interest rate, if less. Customer shall reimburse ThoughtFarmer for all expenses (including reasonable attorneys’ fees) incurred by ThoughtFarmer to collect any amount that is not paid when due. All fees owed by Customer in connection with this Agreement are exclusive of, and Customer shall pay, all sales, use, excise and other taxes that may be levied upon Customer in connection with this Agreement, except for employment taxes and taxes based on ThoughtFarmer’s net income. ThoughtFarmer reserves the right (in addition to any other rights or remedies ThoughtFarmer may have) to discontinue the Service and suspend all UserIDs and Customer’s access to the Service if any fees set forth in the Order Form are more than 30 days overdue until such amounts are paid in full. Customer shall maintain complete, accurate and up-to-date Customer billing and contact information at all times
During the Term, on an annual basis, ThoughtFarmer will engage a certified professional accounting firm to perform an annual audit of ThoughtFarmer’s data protection features and provide a SOC 2 Type I or SOC 2 Type II report, pursuant to the standards of American Institute of CPAs (“AICPA”), to Customer following receipt from the accounting firm. If AICPA revises its relevant reporting standards, ThoughtFarmer shall obtain and make available the report that then most closely resembles a SOC 2 report.
The following provisions have been negotiated by each party , are a fair allocation of risk, are an essential basis of the bargain under this Agreement and shall survive and continue in full force and effect despite any failure of consideration or of an exclusive remedy:
Core support hours are 8:00 a.m. to 4:00 p.m. Monday through Friday Pacific Time (excluding statutory holidays in British Columbia, Canada).
Emergency support is available 24×7 via our Telephone Support Line at 1 888 694 3999 or +1 604 566 8300 (extension 3) and our website http://www.thoughtfarmer.com/support.
Customer can report all incidents online to ThoughtFarmer’s help desk at: http://helpdesk.thoughtfarmer.com.
Customer can report emergencies during regular office hours to ThoughtFarmer by phone at 1 888 694 3999 or +1 604 566 8300. For incidents reported by Customer via phone, Customer must also submit a ticket regarding such incidents online to ThoughtFarmer’s help desk at: http://helpdesk.thoughtfarmer.com.
ThoughtFarmer will prioritize all support and maintenance incidents and requests for service on the following basis:
Response and targeted resolution times are measured from the time of ThoughtFarmer’s receipt of written or electronic notice of the issue.
Emergency (A): Catastrophic product or module failures that do not have a viable detour or workaround available. Catastrophic failure shall be deemed to include failures that cause an interruption of service or seriously impair the functionality of ThoughtFarmer (e.g., loss of use of major features, file system corruption, data loss, security issue, system outage).
Critical (B): Problems that have been substantiated as a serious inconvenience to Customer due to issues or features of the product preventing normal operations. This includes any priority A failures for which a viable detour or workaround is available. Convenience and performance are materially impacted.
Non-Critical (C): All other non-critical problems which Customer can easily avoid or detour for which there is no urgency for a resolution. Slight inconvenience.
ThoughtFarmer acting reasonably will determine an issue’s priority classification. A resolution may not be available at the time ThoughtFarmer responds to Customer, in which case ThoughtFarmer will attempt to estimate the “time to resolution”.
ThoughtFarmer’s response consists of providing, as appropriate, one of the following to Customer: an existing correction; a new correction; a viable detour or work around; a request for more information to complete analysis of the problem, or a plan on how the problem will be corrected.
Closure consists of providing a final correction or work around of the problem including modifications of the Software and, to the extent reasonably possible, revised or new documentation as necessary, it being understood that documentation may be completed after the applicable closure date.
For non-critical requests, ThoughtFarmer may, in its sole discretion, choose to not resolve the request.
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