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MASTER SUBSCRIPTION AGREEMENT

Kreato CRM – Master Subscription Agreement

This master subscription agreement governs your acquisition and use of the Kreato CRM platform, including any applicable free trials.

BY ACCEPTING THIS AGREEMENT, EITHER BY CLICKING A BOX INDICATING YOUR ACCEPTANCE OR BY EXECUTING AN ORDER FORM THAT REFERENCES THIS AGREEMENT, YOU AGREE TO THE TERMS OF THIS AGREEMENT. IF YOU ARE ENTERING INTO THIS AGREEMENT ON BEHALF OF A COMPANY OR OTHER LEGAL ENTITY, YOU REPRESENT THAT YOU HAVE THE AUTHORITY TO BIND SUCH ENTITY AND ITS AFFILIATES TO THESE TERMS AND CONDITIONS, IN WHICH CASE THE TERMS “YOU” OR “YOUR” SHALL REFER TO SUCH ENTITY AND ITS AFFILIATES. IF YOU DO NOT HAVE SUCH AUTHORITY, OR IF YOU DO NOT AGREE WITH THESE TERMS AND CONDITIONS, YOU MUST NOT ACCEPT THIS AGREEMENT AND MAY NOT USE THE SERVICES.

This Agreement was last updated on April 10th, 2017. It is effective between You and Navrita Software Private Limited (hereinafter “NSPL”) as of the date of You accepting this Agreement.

1.      DEFINITIONS

“Affiliate” means any entity which directly or indirectly controls, is controlled by, or is under common control with the subject entity. “Control,” for purposes of this definition, means direct or indirect ownership or control of more than 50% of the voting interests of the subject entity.

“Agreement” means this Master Subscription Agreement.

“Kreato CRM Platform” means the online CRM application provided by NSPL and the underlying servers and software used to provide such application.

 “Order Form” means the ordering document that are entered into by You and NSPL from time to time, in the form provided by NSPL. Order Forms are deemed incorporated herein. For avoidance of doubt, either: (1) a written document provided by NSPL and captioned as an “Order Form”; or (2) any online form within the Kreato CRM Platform, into which you enter a subscription term, select the subscription edition and number of user subscriptions applicable to a Subscription, together with payment information, in accordance with the terms thereof, is deemed an “Order Form” hereunder.

“Fees” means Subscription Fees. Services Fees, and any other amounts due to NSPL and payable by You under this Agreement.

“Malicious Code” means viruses, worms, time bombs, Trojan horses and other harmful or malicious code, files, scripts, agents or programs.

User” means an individual who is authorized by You to use Our Service, for whom You have purchased a subscription (or in the case of any Services provided by Us without charge, for whom a Service has been provisioned), and to whom You (or, when applicable, Us at Your request) have supplied a user identification and password (for Services utilizing authentication). Users may include but not limited to Your employees, consultants, contractors and agents, and third parties with which You transact business.

“Purchased Services” means Services that You or Your Affiliates purchase under an Order Form, as distinguished from those provided pursuant to a 15-day free trial.

“Services” means services that are ordered by You under an Order Form or provided to You under a free trial, and made available online by Us excluding Third-Party Applications.

“Third-Party Applications” means online, Web-based applications and offline software products that are provided by third parties, interoperate with the Services, and are identified as third-party applications.

“Subscription” means the right to access the Kreato CRM Platform during the Term.

“Subscription Term” means the period of time which You or Your Affiliates may access the Services as set forth in an Order Form.

“Taxes” means any direct or indirect local, state, national or foreign taxes, levies, duties or similar governmental assessments of any nature, including VAT (subject to reverse charge), GST (subject to reverse charge), excise, sales, use or withholding taxes.

“We,”Us”or”Our” means Navrita Software Private Limited.

“You” or “Your” means the company or other legal entity for which you are accepting this Agreement, and Affiliates of that company or entity.

“Your Data” means all electronic data or information submitted by You to the Purchased Services.

2. FREE TRIAL

If You register on Our website for a free trial, We will make all or part of Kreato CRM Platform available to You on a trial basis free of charge until the earlier of (a) the end of the free trial period as specified in Our website or as specified by NSPL upon receiving your registration, or (b) the date You execute an Order Form for a Subscription under this Agreement, or (c) termination by Us in our sole discretion.

Your profile data should have true, accurate and current information while you register for Free Trial.  NSPL reserves the right to suspend or terminate your access to free trial account of the Kreato CRM Platform upon the discovery that your profile details are either incorrect or invalid. In particular, we recommend that you use your corporate email address and contact details.

You are under no obligation to upgrade Your Free Trial account to paid Subscription account as a result of your subscription to Free Trial. When a free trial account is not upgraded to a paid subscription within 15 days from the completion of trial period, NSPL reserves the right to delete the trial account and all related data without any notice.

NSPL reserves the right to refuse Free Trial of Our Services to anyone for any reason at any time.

NOTWITHSTANDING SECTION 9, ACCESS TO THE KREATO CRM PLATFORM IS PROVIDED “AS-IS” AND WITHOUT WARRANTY OF ANY KIND DURING THE FREE TRIAL. YOUR DATA ENTERED, AND ANY SPECIFIC CUSTOMIZATIONS OR SETTINGS OR PREFERENCES YOU OR YOUR END USERS MAKE, DURING THE FREE TRIAL WILL BE PERMANENTLY DELETED UNLESS YOU PURCHASE A SUBSCRIPTION BEFORE THE END OF THE TRIAL PERIOD.

3. OUR RESPONSIBILITIES

 

3.1. Provision of Purchased Services. We will make the Services available to You pursuant to this Agreement and the applicable Order Forms, (b) use commercially reasonable efforts to make the online Services available 24 hours a day, 7 days a week, except for: (i) planned downtime (of which We shall give advance electronic notice), and (ii) any unavailability caused by circumstances beyond Our reasonable control, including, for example, an act of God, act of government, flood, fire, earthquake, civil unrest, act of terror, strike or other labor problem (other than one involving Our employees), Internet service provider failure or delay, Third-party Application, or denial of service attack.

We will be responsible for the performance of Our personnel (including Our employees and contractors) and their compliance with Our obligations under this Agreement, except as otherwise specified herein.

3.2. Protection of Your Data. We will maintain administrative, physical, and technical safeguards for protection of the security, confidentiality and integrity of Your Data. These safeguards will include, but will not be limited to, measures for preventing access, use, modification or disclosure of Your Data by Our personnel except (a) to provide the Purchased Services and prevent or address service or technical problems. We consistently backup your CRM data on a Geo-redundant online backup system to prevent loss of data due to errors or system failures.

3.3 Technical Support. We will provide applicable standard technical support for the Services to You at no additional charge in accordance with the terms and provisions set out in the attached Appendix A, and/or upgraded support if purchased or as specified in applicable order form.

 

4. CONDUCT AND USE OF SERVICES

4.1 Subscription Terms. Unless otherwise provided in the applicable Order Form (a) Services are purchased as subscriptions, (b) subscriptions may be added during a subscription term at the same pricing as the underlying subscription pricing, prorated for the portion of that subscription term remaining at the time the subscriptions are added, and (c) any added subscriptions will terminate on the same date as the underlying subscriptions.

User subscriptions cannot be shared or used by more than one User, but may be reassigned to new users when need arises due to change in job role or termination of employment of the current users.

You are responsible for appointing one or more Users as administrators for managing your organization account. You understand that NSPL is not responsible for account administration and internal management of the Services for you.

4.2 Ownership & Collection of Your Data. You retain all right, title and interest in and to all Your Data. Our Personnel shall not access Your Data except to respond to service or technical problems, or at Your request. You are responsible (a) for the accuracy, quality and legality of Your Data and the means by which You acquired Your Data. NSPL will not be responsible for any loss or disclosure of Your Data (or any damages related thereto) resulting from You or Your Users’ failure to adequately secure their user identification and passwords or otherwise.

You are responsible for Your User’s compliance with this Agreement. You shall, and shall cause your Users to, comply with all local, state, national or foreign law, treaty, regulation or convention applicable to You in connection with the use of Kreato CRM Platform.

4.3 Acceptable Use. You and Your Users shall use the Services for Your internal business purposes as contemplated by this Agreement. You shall not allow any unauthorized user to access or use the Service. You shall not (a) license, sublicense, sell, resell, rent, lease, transfer, assign, distribute, time share or otherwise commercially exploit or make the Service available to any third party, other than as expressly permitted by this Agreement; (b) copy, modify or distribute any portion of the Service; (c) use the Service to process data on behalf of any third party; or (d) use the Service in any unlawful manner or in any manner that interferes with or disrupts the integrity or performance of the Service and its components.

4.4 Communications Responsibilities. You shall be responsible for the content of all communications sent through the Kreato CRM Platform, and shall comply with all applicable laws and regulations in Your use of the Kreato CRM Platform. You agree that You will not use the Kreato CRM Platform to communicate any message or material that (i) is harmful to minors, obscene or constitutes pornography; (ii) infringes the intellectual property rights of a third party or is otherwise unlawful; or (iii) would otherwise give rise to civil liability, or that constitutes or encourages conduct that could constitute a criminal offense under any applicable law or regulation.

 

5. THIRD-PARTY SERVICE PROVIDERS

Kreato CRM platform comes functionally integrated with selected third party service providers. Please visit http://www.kreatocrm.com/integration-apps/ for the list of functionally pre-integrated services. NSPL provides Apps and support to enable integration of these third party services with Kreato CRM platform. No additional charges for these connectors. Additional third party services integration are supported via API.

Any acquisition by You of such products or services, and any exchange of data between You and any Third-Party Service Provider is solely between You and the applicable Third-Party Service Provider. NSPL does not warrant or support Third-Party Services or Products. Payments to the third party services is your sole responsibility and are not included in the subscription charges of Kreato CRM.

By integrating a Third Party Service (“Third Party Account”) with Kreato CRM platform, you are directing and expressly authorizing NSPL to (a) access your Third Party Account, and (b) make a copy of all stored information available via such Third Party Account and store that copy of your Stored Information on servers owned or operated by or on behalf of NSPL. You agree that the storage, use, and disclosure, of your Third Party Content and Stored Information shall be governed by the Kreato CRM Privacy Policy. By integrating the third paok

rty service with Kreato CRM, You waive any claim that NSPL’s access of such third party account or any stored information is unauthorized or unlawful.

 

6. FEES AND PAYMENTS

6.1 Subscription Fees. Except as otherwise provided in an Order Form, Subscription Fees are set forth on the Kreato CRM website. Except as otherwise provided in the Order Forms, all Subscription Fees are quoted in Indian Rupee (INR) currency; are based on Subscriptions purchased and not on actual usage; payment obligations are non-cancellable; and Subscription Fees are non-refundable.

Subscription Fees are subject to change upon 30 days’ notice from Us. Any change or increase in charges will not apply until the expiry of your then current Subscription Term.

Unless otherwise provided in an Order Form, paid Subscriptions will be billed in advance on a monthly, annual, or other basis, starting on the Effective Date. If you downgrade in the middle of the Subscription Term, no adjustment will be made during the current Term.

No long term contracts has to be signed by you though you can choose to pay for a year in advance.

6.2 Taxes. Our fees do not include any taxes, levies, duties or similar governmental assessments of any nature, including, for example, value-added, sales, use or withholding taxes, assessable by any jurisdiction whatsoever (collectively, “Taxes”). You are responsible for paying all Taxes associated with Your purchases hereunder. If We have the legal obligation to pay or collect Taxes for which You are responsible under this Section 6.4, We will invoice You and You will pay that amount unless You provide Us with a valid tax exemption certificate authorized by the appropriate taxing authority. For clarity, We are solely responsible for taxes assessable against Us based on Our income, property and employees.

6.3 Future Functionality. You  agree  that Your purchases  are  not  contingent  on  the delivery  of  any future functionality  or  features,  or  dependent  on any oral  or  written  public  comments  made  by  Us  regarding future functionality or features.

 

7. PROPRIETARY RIGHTS

7.1 Reservation of Rights. The Kreato CRM Platform and all intellectual property rights therein and all intellectual property rights relating to the provision of support are owned or licensed by NSPL. Except for the Subscription granted hereunder, nothing in this Agreement gives You any right, title or interest to the Kreato CRM Platform or related support.

7.2 Restrictions. You shall not: (i) modify, translate, or create derivative works based on the Kreato CRM Platform; (ii) create any link to the Kreato CRM Platform or frame or mirror any content contained or accessible from the Kreato CRM Platform, (iii) reverse engineer, de- compile, disassemble or otherwise attempt to discover the source code or underlying ideas or algorithms of the Kreato CRM Platform; (iv) or access the Kreato CRM Platform in order to (a) build a competitive product or service, or (b) copy any ideas, features, functions or graphics of the Kreato CRM Platform.

 

8. CONFIDENTIALITY

8.1 Definition of Confidential Information. As used herein, “Confidential Information” means all confidential information of a party (“Disclosing Party”) disclosed to the other party (“Receiving Party”) that is designated in writing as confidential as well as Your Data. Confidential Information shall not include information which: (a) is known publicly; (b) is generally known in the industry before disclosure; (c) has become known publicly, without fault of the Receiving Party, subsequent to disclosure by the Disclosing Party; or (d) has been otherwise lawfully known or received by the Receiving Party.

8.2 Confidentiality and Protection. The Receiving Party shall not disclose or use any Confidential Information of the Disclosing Party for any purpose outside the scope of this Agreement, except with the Disclosing Party’s prior written permission. The Receiving Party agrees to keep confidential all Confidential Information disclosed to it by the Disclosing Party, and to protect the confidentiality thereof in the same manner as it protects the confidentiality of its own confidential information (at all times exercising at least a reasonable degree of care in the protection of Confidential Information).

8.3 Compelled Disclosure. If the Receiving Party is compelled by law to disclose Confidential Information of the Disclosing Party, it shall provide the Disclosing Party with prior notice of such compelled disclosure (to the extent legally permitted) and reasonable assistance, at Disclosing Party’s cost, if the Disclosing Party wishes to contest the disclosure.

 

9. WARRANTIES AND DISCLAIMERS

9.1  Representations. Each party represents and warrants that it has the legal power and authority to enter into this Agreement.

9.2 Warranties. NSPL warrants that the Kreato CRM Platform will operate in substantial conformity with the then current version of the applicable documentation provided inside the Kreato CRM platform. NSPL or its licensors or hosting providers have implemented commercially reasonable efforts to ensure that Your Data will be maintained accurately and safeguarded as well as technical and physical controls to protect Your Data against destruction, loss, alteration, unauthorized disclosure to third parties or unauthorized access by employees or contractors employed by NSPL whether by accident or otherwise.

If the Services do not conform to the warranty specified in this section and before You pursue any other remedies, You must notify NSPL in writing within 30 days of the breach of warranty, and NSPL agrees to use commercially reasonable efforts to cure the non-conforming portions of the Service. NSPL is not responsible for any non-compliance resulting from or caused by any Malicious Code present in Your Data. For breach of a warranty above, Your exclusive remedies are those described in the “Termination” and “Refund or Payment upon Termination” sections below.

9.3 Disclaimer. EXCEPT AS EXPRESSLY PROVIDED HEREIN, THE KREATO CRM PLATFORM AND SERVICES ARE PROVIDED “AS-IS,” AND NSPL DISCLAIMS WARRANTIES, WHETHER EXPRESSED, IMPLIED, STATUTORY OR OTHERWISE AND SPECIFICALLY DISCLAIMS ALL IMPLIED WARRANTIES INCLUDING WITHOUT LIMITATION THE CONDITIONS AND/OR WARRANTIES OF MERCHANTABILITY OR FITNESS FOR ANY PURPOSE TO THE MAXIMUM EXTENT PERMITTED BY LAW. NSPL does not warrant that the Services or the functions contained in the Kreato CRM Platform will meet Your requirements or that the operation of the Kreato CRM Platform will be uninterrupted or error- free. Further, NSPL does not warrant that all errors in the Kreato CRM Platform can or will be corrected. NSPL will not be responsible for any loss of Your Data or inability to perform certain tasks resulting from Your decision to downgrade your Subscription.

 

10. MUTUAL INDEMNIFICATION

10.1. Indemnification by Us. We shall defend You against any claim, demand, suit, or proceeding (“Claim”) made or brought against You by a third party alleging that the use of the Services as permitted hereunder infringes or misappropriates the intellectual property rights of a third party, and shall indemnify You for any damages finally awarded against, and for reasonable attorney’s fees incurred by, You in connection with any such Claim; provided, that You (a) promptly give Us written notice of the Claim; (b) give Us sole control of the defense and settlement of the Claim (provided that We may not settle any Claim unless the settlement unconditionally releases You of all liability); and (c) provide to Us all reasonable assistance, at Our expense.

10.2. Indemnification by You. You shall defend Us against any Claim made or brought against Us by a third party alleging that Your Data, or Your use of the Services in violation of this Agreement, infringes or misappropriates the intellectual property rights of a third party or violates applicable law, and shall indemnify Us for any damages finally awarded against, and for reasonable attorney’s fees incurred by, Us in connection with any such Claim; provided, that We (a) promptly give You written notice of the Claim; (b) give You sole control of the defense and settlement of the Claim (provided that You may not settle any Claim unless the settlement unconditionally release Us of all liability); and (c) provide to You all reasonable assistance, at Our expense.

10.3. Exclusive Remedy. This Section 10 (Mutual Indemnification) states the indemnifying party’s sole liability to, and the indemnified party’s exclusive remedy against, the other party for any type of Claim described in this Section.

 

11. LIMITATION OF LIABILITY

11.1. Limitation of Liability. IN NO EVENT SHALL EITHER PARTY’S AGGREGATE LIABILITY ARISING OUT OF OR RELATED TO THIS AGREEMENT, WHETHER IN CONTRACT, TORT OR UNDER ANY OTHER THEORY OF LIABILITY, EXCEED THE TOTAL AMOUNT PAID BY YOU HERE UNDER FOR THE SERVICES GIVING RISE TO THE LIABILITY IN THE TWELVE MONTHS PRECEDING THE FIRST INCIDENT OUT OF WHICH THE LIABILITY AROSE. THE FOREGOING SHALL NOT LIMIT YOUR PAYMENT OBLIGATIONS UNDER SECTION 6 (FEES AND PAYMENT FOR PURCHASED SERVICES).

11.2. Exclusion of Consequential and Related Damages. IN NO EVENT SHALL EITHER PARTY HAVE ANY LIABILITY TO THE OTHER PARTY FOR ANY LOST PROFITS OR REVENUES OR FOR ANY INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL, COVER OR PUNITIVE DAMAGES HOWEVER CAUSED, WHETHER IN CONTRACT, TORT OR UNDER ANY OTHER THEORY OF LIABILITY, AND WHETHER OR NOT THE PARTY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. THE FOREGOING DISCLAIMER SHALL NOT APPLY TO THE EXTENT PROHIBITED BY APPLICABLE LAW.

 

12. TERM AND TERMINATION

12.1 Term of Agreement. This Agreement commences on the date You first accept it and continues until all subscriptions hereunder have expired or have been terminated.

12.2. Term of Purchased Subscriptions. The term of each subscription shall be as specified in the applicable Order Form.

12.3 Subscription Term Renewal. You have to pay in advance before the end of current term to renew the Subscription for additional term. We will send notifications in advance (before 7 days) via email regarding Subscription renewal.

NSPL will allow a 7-days grace period (after effective end date of your current term) prior to suspending your account for non-payment of renewal Subscription Fees. Your account will remain suspended for 30 days in which you will be able to pay renewal Subscription Fees in full and renew Your Subscription. If you have not paid the renewal Subscription fees in 30 days after the effective end date of Your current term,

NSPL reserves the right to terminate your Subscription account. We will give You at least 7 days prior notice before such termination.

12.4 Termination by You. You may cancel your Subscription at any time by by providing notice to NSPL via sending an email to Our support team at support@kreatocrm.com.

There is no cancellation fee. If you cancel your account in the middle of the subscription term, no refund will be issued and you will not be charged or billed thereafter. Your account will remain active till the end of the current subscription term that has already been paid.

Upon cancelling your account, NSPL will allow a 30-day grace period in which you will be able to reactivate your account and restore your data. Please refer section 12.7 for provisions of Your Data portability and deletion after termination.

12.5. Termination for Cause. A party may terminate this Agreement for cause (i) upon 30 days written notice to the other party of a material breach if such breach remains uncured at the expiration of such period, or (ii) if the other party becomes the subject of a petition in bankruptcy or any other proceeding relating to insolvency, receivership, liquidation or assignment for the benefit of creditors.

12.6. Refund or Payment upon Termination. No refunds of payments will be made unless this Agreement is terminated by You in accordance with Section 12.5 (Termination for Cause),  in which case We will refund You any prepaid fees covering the remainder of the term of all Order Forms after the effective date of termination. If this Agreement is terminated by Us in accordance with Section 12.5, You will pay any unpaid fees covering the remainder of the term of all Order Forms. In no event will termination relieve You of Your obligation to pay any fees payable to Us for the period prior to the effective date of termination.

12.7. Your Data Portability and Deletion. Upon request by You made within 30 days after the effective date of termination or expiration of this Agreement, We will make Your Data available to You for export or download as Excel (XLS) or CSV files. After such 30-day period, We will have no obligation to maintain or provide any Your Data, and will thereafter delete or destroy all copies of Your Data in Our systems or otherwise in Our possession or control, unless legally prohibited. In the case you wish your data to be completely and permanently deleted immediately after termination, please send an email to our support team at support@kreatocrm.com.

12.8. Surviving Provisions. The sections 6 to 13 will survive any termination or expiration of this Agreement.

 

13. GENERAL PROVISIONS

13.1 Entire Agreement. This Agreement, inclusive of the Order Forms and any written amendments or additions thereto, constitutes the entire agreement and sets forth the entire understanding between You and NSPL with respect to the subject matter hereof and supersedes all prior agreements and discussions with respect thereto. In the event of any conflict or inconsistency among the following documents, the order of precedence shall be: (1) the applicable Order Form and (2) this Agreement.

13.2 Marketing. Neither party may issue press releases regarding this Agreement without the other party’s prior written consent. Either party may include the name and logo of the other party in lists of customers or vendor in accordance with the other party’s standard guidelines.

13.3 Relationship of Parties. The parties are independent contractors. This Agreement does not create a partnership, franchise, joint venture, agency, fiduciary or employment relationship between the parties.

13.4 Modifications. We may revise this Agreement from time to time. If we make significant changes to the Terms that affect your rights, you will be provided with at least 30 days advance notice of the changes by email to your primary email address. You may terminate this agreement by providing Us notice by email within 30 days of being notified of the availability of the modified Terms if the Terms are modified in a manner that substantially affects your rights in connection with use of the Services. In the event of such termination, you will be entitled to prorated refund of the unused portion of any prepaid fees. Your continued use of the Service after the effective date of any change to the Terms will be deemed to be your agreement to the modified Terms.

13.5 Waiver. No failure or delay by either party in exercising any right under this Agreement will constitute a waiver of that right.

13.6 Assignment. This Agreement and any rights or obligations hereunder, shall not be assigned, sublicensed or otherwise transferred by the parties without the prior written consent of the non-assigning party except that either party may assign or transfer this Agreement upon a change of control of a party or by operation of law by providing the non-assigning party with prior written notice thereof provided that any assignee that is a separate entity agrees in writing to be bound by the terms of this Agreement.

13.7 Governing Law. The laws of Republic of INDIA, shall govern this agreement. Any disputes or problems arising out of this agreement shall be subject to the jurisdiction of the courts located in or near Chennai, Tamilnadu, INDIA.

13.8 Notices. Any notices under this Agreement shall be in writing and shall be deemed to have been delivered: (i) upon personal delivery; (ii) the fifth business day after mailing; (iii) the third business day after sending by confirmed facsimile; or (iv) the third business day after sending by email. Notices to NSPL shall be addressed as follows:

ATTN:
Chief Operations Officer
1A, Mithula Towers, Nathan Subramanian Colony Road, Velachery
Chennai, India 600042

13.9 Severability. If any provision of this Agreement is held to be unenforceable or illegal by a court of competent jurisdiction, such provision shall be modified to the extent necessary to render it enforceable, or shall be severed from this Agreement, and all other provisions of this Agreement shall remain in full force and effect.

13.10 Force Majeure. Neither party to this Agreement shall be liable to the other for any failure or delay in performance by circumstances beyond its control, including but not limited to, acts of God, fire, labor difficulties, governmental action or terrorism, provided that the party seeking to rely on such circumstances gives written notice of such circumstances to the other party hereto and uses reasonable efforts to overcome such circumstances.

 

END OF TERMS OF SERVICE

If you have any questions or concerns regarding this Agreement, please send mail to support@kreatocrm.com

 

Appendix A: Kreato CRM Technical Support Offerings

 

Definition of Standard Technical Support

Standard Technical Support is available for all Subscription plans without any additional charge.

Standard Technical Support includes support to troubleshoot and resolve problems caused by bugs or other reasons Kreato CRM Platform is not performing as designed.

Standard Technical Support does NOT include planning, consulting, training, configuration and customisation services. Please visit http://www.kreatocrm.com/golive/ or contact our support team to know more details on these professional services.

 

Standard Technical Support Provisions

Access to Knowledge Base.  Knowledge Base inbuilt inside Kreato CRM platform includes Help documentation and easy to learn “How to do Video Tutorials”. Your Users can access this Knowledge Base anytime by logging into Kreato CRM Platform.

Online Help Desk. Help Desk inbuilt inside the Kreato CRM platform is the most efficient method for issue resolution providing You with the opportunity to submit new cases, communicate directly with Kreato CRM Service Support in one central location, upload file attachments associated directly with your cases, track the status of your existing cases, and review past cases.

Email Support. All inbound emails received at support@kreatocrm.com are queued, measured in severity, assigned a case, and tracked through completion.

Response Time. Guaranteed Response time for all support incident requests is 1 business day. Our Customer Support team will prioritize and assist on a timely basis based on the severity or urgency of the support request.

Technical Support by Phone. Technical Support by Phone option is not included in Standard Technical Support and is available as additional option only for Kreato CRM – Sales AI Enterprise Plan Subscription accounts.

Case Assignment. Each incident is independently tracked within Kreato CRM Platform, and is issued a case number.

Initiating Support Incident or Request. A Support Incident request shall be initiated by completing the new Ticket form available after logging into the related Kreato CRM Subscription account or by sending an email to support@kreatocrm.com. If You have subscribed to Kreato CRM – Sales AI Enterprise Plan, you can also initiate Support Request by phone. While placing the support request, Your User shall mention all specific details regarding nature of the problem and any additional information that would provide assistance to the support team.

Technical Support Hours. Technical Support hours is from 9AM to 6 PM IST Monday to Friday.