Terms

Thank you for choosing Vertafore as your partner and placing an order for our products and services. By signing the Order you acknowledge that you have read and accepted the Standard Terms, and any applicable product or service terms and Third Party Terms.

Our Standard Terms are available here.

French version available here.

Our Interface Terms are available here.

The Vertafore Solutions, listed below in alphabetical order, have Solution Terms and/or Third Party Terms. If you have ordered a Vertafore Solution that is not listed below, then there are no Solution Specific Terms and/or Third Party Terms.

Please refer to the Third Party Terms for ACORD.


1.

Delivery.  The API shall be made available to Customer for download via a secure server and/or by delivery of media, as determined by Vertafore.

2.

License Grant and Limitations .

2.1

License.  Subject to the Agreement, Vertafore  grants to Customer a  non-exclusive, limited, non-transferable license to use the API and/or Vertafore developed Integration Code for internal purposes only in the United States solely for the purpose of utilizing the API architecture in conjunction with, or for the purpose of developing, Integration Code(the “Purpose”).  Customer may copy, modify, and create derivative works of the Sample Code solely for the Purpose.  Notwithstanding the foregoing licensed rights, in no event may Customer use the API or Integration Code to create software with the same or similar functionality of another Vertafore Solution or otherwise use the API except in connection with the Purpose.  Except as explicitly provided in this Subsection 2.1, no other rights are granted to the API or any Vertafore developed Integration Code.  The parties acknowledge that Customer has been provided access to a test environment, which may be terminated by Vertafore at any time.  Customer shall have the right to access and use the test environment solely for the Purpose.

2.2

Security and Functionality.  Customer shall not attempt to circumvent or compromise the security features of, or introduce any destructive elements (those designed to disrupt, disable, harm, or otherwise impede or grant unauthorized access in any manner into, the API, Vertafore developed Integration Code, Sample Code, the server or any Vertafore Solution).  If Vertafore determines in its reasonable discretion that the foregoing provision has been violated, Vertafore may, among other things, restrict Customer from accessing the server.  In such event, as determined appropriate by Vertafore, Vertafore may work with Customer to bring Customer into compliance with this Subsection 2.2 and reestablish Customer’s access to the server.  Customer, on behalf of itself, its Users and subcontractors, agrees that it shall comply with Vertafore’s reasonable security requirements that may be implemented from time to time. 

3

API Maintenance and Support. Vertafore is under no obligation to provide any updates or upgrades to the API.  This Agreement does not include technical support by Vertafore to Customer, its subcontractors or their Users. In its sole discretion, Vertafore may provide technical support services by e-mail and telephone during Vertafore’s normal business hours at Vertafore’s then current standard rates.

4

Ownership

4.1

Vertafore IP.  Vertafore owns and shall retain all right, title and interest in and to any API, Sample Code, Integration Documentation, Integration Code developed solely by Vertafore or co-developed by Vertafore in conjunction any other third party including Customer, Vertafore Solution and all other Confidential Information (“Vertafore IP”), including all intellectual property rights embodied therein or related thereto.  Except as expressly set forth herein or otherwise agreed to by the parties in writing, Customer has no right, title or interest in or to any Vertafore IP.  Except as stated in Subsection 2.1, Customer shall not reproduce or create any derivative works from any Vertafore IP or disassemble, decompile, reverse engineer or make any other attempt by any means to discover or obtain the source code of any Vertafore IP.  Upon request by Vertafore at any time, Customer shall immediately deliver to Vertafore all Vertafore IP including any copies of such Vertafore IP created or maintained by Customer or its Users. 

4.2

Customer IP.  Subject to and without limiting Vertafore’s ownership of the API or any other Vertafore IP, Customer owns and shall retain all right, title and interest in and to Customer solely developed Integration Code, including all intellectual property rights embodied therein or related thereto.  In no event will Customer assert, join or commence any claim, action, cause of action, suit or proceeding against Vertafore or any other Vertafore customer alleging that Vertafore’s or any Vertafore customer’s use of the API or any other Vertafore IP infringes upon or misappropriates any intellectual property rights of Customer

5. Definitions

 

API

A Vertafore Solution that includes any code, samples, tools, and related technology for the purpose of integrating Customer’s database with the Licensed Solution and/or creating Integration Code. The API may include a software development toolkit application, Integration Documentation and/or Sample Code.

Integration Code

Computer software, programs or instruction sets developed by Vertafore, Customer or third party vendors to transfer data in XML format between Customer’s database and Customer’s other systems that may include a Vertafore Solution, Customer software or third party software.

Documentation included with the API that includes instructions, descriptions and other technical information in connection with the use of the API and integration of products and services with the Vertafore Solution.

Integration Documentation

License.  Subject to the Agreement, Vertafore  grants to Customer a  non-exclusive, limited, non-transferable license to use the API and/or Vertafore developed Integration Code for internal purposes only in the United States solely for the purpose of utilizing the API architecture in conjunction with, or for the purpose of developing, Integration Code(the “Purpose”).  Customer may copy, modify, and create derivative works of the Sample Code solely for the Purpose.  Notwithstanding the foregoing licensed rights, in no event may Customer use the API or Integration Code to create software with the same or similar functionality of another Vertafore Solution or otherwise use the API except in connection with the Purpose.  Except as explicitly provided in this Subsection 2.1, no other rights are granted to the API or any Vertafore developed Integration Code.  The parties acknowledge that Customer has been provided access to a test environment, which may be terminated by Vertafore at any time.  Customer shall have the right to access and use the test environment solely for the Purpose.

Sample Code

Sample source code and or object code contained in the API.

Vertafore, Inc. ("Vertafore") acknowledges that Customer may be a "Business Associate" or "Covered Entity", as such terms are defined in the Health Insurance Portability and Accountability Act of 1996; the Health Information Technology for Economic and Clinical Health Act, enacted as part of the American Recovery and Reinvestment Act of 2009; and the regulations promulgated thereunder, as amended (collectively referred to as "HIPAA"). To the extent that Vertafore, for or on behalf of Customer, accesses, uses, discloses, and/or transmits Protected Health Information ("PHIx) in connection with its BenefitPoint solution, Vertafore agrees that it will abide by all restrictions and conditions that are applicable to and required of Vertafore as a Business Associate or subcontractor of a Business Associate under HIPAA with respect to the use or disclosure of such PHI

Vertafore and Customer further agree as follows:

1.

This Business Associate Agreement (this “Addendum”) shall serve as an addendum to and be subject to the terms and conditions of the Agreement between Vertafore and Customer.

2.

Capitalized words and phrases used, but not defined in this Addendum shall have the same meaning those terms are given in HIPAA.

3.

Vertafore agrees not to use or disclose PHI other than as permitted or required by this Addendum, the Agreement, or as required by law.

4.

Notwithstanding Section 3 above, Vertafore may: (i) use PHI for its proper management and administration, or to carry out its legal responsibilities; (ii) disclose PHI for its proper management and administration, provided that Vertafore obtains written assurance from the person to whom the information is disclosed that it will be held confidentially and will be used or further disclosed only as Required by Law or for the purpose for which it was disclosed to the person, and that the person agrees to notify Vertafore of any instances of which it is aware in which the confidentiality of the information has been breached.

5.

Vertafore agrees to use reasonable steps to mitigate, to the extent practicable, any harmful effect that is known to Vertafore of a use or disclosure of PHI by Vertafore in violation of the requirements of this Addendum.

6.

Customer and Vertafore agree to limit the use or disclosure of, or request for PHI, to the extent practicable, to the Limited Data Set or, if needed to the minimum necessary to accomplish the intended purpose of such use, disclosure, or request.

7.

7. Vertafore shall use appropriate safeguards, and comply with Subpart C of 45 C.F.R. 164 with respect to E-PHI, to prevent use or disclosure of PHI other than as provided for by this Addendum to protect the confidentiality, integrity and availability of the PHI that it creates, receives, maintains, or transmits on behalf of Customer.

8.

Vertafore shall ensure that any subcontractors that create, receive, maintain, or transmit PHI on behalf of Customer agree to the same restrictions, conditions, and requirements that apply with Customer with respect to such PHI.

9.

Vertafore shall: (i) make available to Customer the information required to provide an accounting of disclosures of PHI, upon a request for such as required by 45 C.F.R. § 164.528; (ii) to the extent PHI is contained in a Designated Record Set provide access to PHI to Customer, or as directed by Customer, to an Individual in order to meet the requirements of 45 C.F.R. § 164.524; (iii) to the extent PHI is contained in a Designated Record Set, make any amendment(s) to PHI that Customer requests pursuant to 45 C.F.R. § 164.526; and (iv) make its internal practices, books, and records relating to the use and disclosure of PHI available to the Secretary for purposes of determining compliance with HIPAA.

10.

Vertafore shall notify Customer of any Breach of Unsecured PHI as required by, and in accordance with HIPAA.

11.

Vertafore agrees to report to Customer any Security Incident and any use or disclosure of PHI not provided for or permitted by this Addendum. The parties acknowledge and agree that the term Security Incident does not include trivial and unsuccessful incidents such as pings and other broadcast attacks on Vertafore’s (or a subcontractor’s) firewall, port scans, unsuccessful log-on attempts, or denials of service.

12.

To the extent Vertafore is requested to carry out an obligation of Customer under Subpart E of 45 C.F.R. Part 164, comply with the requirements of Subpart E applicable to Customer in the performance of such obligations.

13.

Customer shall not request Vertafore to use or disclose PHI in a manner that would not be permissible under HIPAA if done by Customer.

14.

Customer shall notify Vertafore of: (i) any limitation(s) in its notice of privacy practices (or if Customer is a Business Associate, the notice of privacy practices of the Covered Entity(ies) with which Customer has contracted) to the extent that such limitation may affect Vertafore ability to use or disclose PHI as permitted hereunder; (ii) any changes in, or revocation of, permission by an Individual to use or disclose PHI, to the extent that such changes may affect Vertafore’s ability to use or disclose PHI as permitted hereunder; and (iii) any restriction on the use or disclosure of PHI that Customer has agreed to in accordance with 45 C.F.R. § 164.522, to the extent that such restriction may affect Vertafore’s ability to use or disclose PHI as permitted hereunder.

15. In the event that either party materially breaches any of the provisions of this Addendum, the non-breaching party may terminate the Agreement in accordance with the termination provisions set forth in the Agreement. Upon termination of the Addendum, Vertafore shall return or destroy all PHI received from Customer, or created or received by Vertafore on behalf of Customer, if feasible. If it is infeasible to return or destroy the PHI, Vertafore shall extend the protections of this Addendum to such PHI. This provision shall apply to PHI that is in the possession of subcontractors of Vertafore.
16. IN NO EVENT SHALL EITHER PARTY BE LIABLE TO THE OTHER PARTY FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, RELIANCE OR PUNITIVE DAMAGES OR LOST OR IMPUTED PROFITS OR LOST DATA UNDER THIS ADDENDUM.
17. In the event of a conflict between the terms of this Addendum and the terms of the Agreement, this Addendum shall govern to the extent required for compliance with HIPAA; otherwise, the terms of the Agreement shall govern.

End Users must accept the Terms of Use prior to using this Vertafore Solution.

1.

Charges

1.1

Deposit Account Vertafore may, in its sole discretion, require that the Customer maintain a deposit amount with Vertafore. Vertafore may modify the amounts required to be maintained based upon the Vertafore Solutions provided and the associated regulatory or other third-party fees. If Customer does not maintain its deposit balance requirement, Vertafore may suspend the Vertafore Solutions. During any suspension, Vertafore’s obligation to provide such Vertafore Solutions shall cease until such time as Customer brings the deposit balance back up to the required amount after all payments have been collected by Vertafore.

1.2

Additional Transaction Fees.  Where necessary for Vertafore to perform its obligations under the Agreement, Vertafore services may incur additional transaction fees not reflected on the Order. All such Charges will be invoiced at the then current market rates and may be subject to change by Vertafore without notice.

2

Appointment of Authorit y.  Where necessary for Vertafore to perform its obligations under the Agreement, Customer appoints Vertafore to serve as its duly authorized registered agent and its attorney-in-fact and authorizes Vertafore to execute forms on behalf of Customer in connection with the services provided by Vertafore on behalf of Customer under the Agreement.

2.1

Disclaimer, Indemnity. Customer hereby acknowledges and agrees that the appointment of Vertafore as its agent under this Agreement shall not in any event be deemed to amend or result in any obligations on the part of Vertafore other than as specifically provided in the Agreement, including, without limitation, to verify the accuracy of any of the information provided in any of the applicable documents and no additional liability shall attach to Vertafore as a result thereof. Further, Customer hereby agrees to indemnify and hold Vertafore harmless from any and all claims presented to or made against Vertafore directly or indirectly resulting from Vertafore’s performance of the actions authorized under this Agreement.

3

Registration Information Information requested by Vertafore to Customer seeking additional detail or information from Customer must be completed, executed if requested, and returned to Vertafore within the specified time period, or if no such time period is specified, thirty (30) days. Failure to return such information within the specified timeframe may require additional revision before acceptance by Vertafore. Additional Charges may apply to any documents that need to be revised due to Customer’s failure to complete, execute and return the documents to Vertafore within such specified time period.

4

Record retention.   Notwithstanding anything to the contrary in Section 9.5 (Effect of Termination) of the Vertafore Standard Terms, Customer agrees that following termination, Vertafore may retain and disclose any Customer Data only as necessary to provide the Vertafore Solution and to conduct business in compliance with regulatory standards.

 

Please refer to the Third Party Terms for NIPR

Please refer to the Third Party Terms for NIPR

All references to Vertafore in the Standard Terms shall mean DCM.

1.

Hotline. The e-PAL Service Hotline is limited to two (2) of Customer’s designated employees to request clarification of information contained in the e-PAL Service to which Customer has subscribed. Additional e-PAL Service Hotline use is available to Customer at the rate in effect at the time of such request. The Hotline is available during DCM business days from 8:00 a.m. to 5:00 p.m., Eastern Time. DCM reserves the right to make reasonable modifications to the Hotline availability upon prior written notice to Customer.

2.

Packets. For Customers subscribing to more than one e-PAL Service, such Customer will have the ability to e-mail producers packets of information (from the e-PAL Service) to assist them in obtaining their individual or agency resident/nonresident license(s). The packets will include a checklist, blank forms (for the state Departments of Insurance that allow forms to be reproduced), and instructions for completing the forms.

 

Please refer to the Third Party Terms for NIPR

Please refer to the Third Party Terms for NIPR

1.

Signature. Signature authority shall be granted to three (3) Vertafore employees at any given time. Customer acknowledges that in the event neither employee is available to sign the form due to unforeseen circumstances, Vertafore will, at Customer’s sole option: (i) forward the form to Customer for signature; or (ii) hold the form at Vertafore’s site until an approved signatory is available to execute the form. In the event that a designated employee becomes permanently unavailable to act as signatory, Vertafore will take the necessary action to notify each regulatory body that such employee is no longer authorized to act on behalf of Customer. Vertafore will also designate another employee and will send such notification of designated signatory to each regulatory body.

2.

Customer Audit. Customer shall have the right, by way of its representative or an independent third party, to audit Vertafore’s compliance with its provision of the Professional Services. Such representative or third party must be subject to confidentiality provisions no less strict than these Standard Terms and must not be a competitor of Vertafore. Customer’s audit rights may only be enforced once per twelve (12) month period, occur during Vertafore’s normal business hours, and at the sole cost of Customer. Customer’s audit shall be performed during Vertafore business hours over no more than five (5) business days, with no less than 30 days advance written notice, and may be subject to Charges.

Please refer to the Third Party Terms for DocuSign for Producer Express

Please refer to the Third Party Terms for DocuSign

Please refer to the Third Party Terms for ACORD, ISO, Open Source

1.

Maintenance. Vertafore will provide, and Customer agrees to pay for, Maintenance during the Term.

2.

Support Services.

2.1

Standard Telephone Support. Vertafore will provide support via telephone, including dial-in support, as appropriate, to assist Customer in resolving questions directly relating to how ImageRight operates. Telephone support will be provided Monday through Friday, 8:00 AM to 5:00 PM Eastern Time, except during Vertafore’s normally scheduled holidays. Remote support dial-in telephone expenses required for the support of Customer and documented by Vertafore will be chargeable to Customer at the documented telephone charges.


2.2

Priority Levels. Priority levels for In-House Software issues are as listed below and shall be as reasonably agreed by Vertafore and Customer.

 

Priority A:

  1. A catastrophic failure that does not have a viable detour or workaround.
  2. A problem that has a serious impact on Customer’s business.
Priority B:
  1. A software failure that causes a serious inconvenience. This includes problems that would be considered Priority A but have a viable detour or workaround.
  2. A problem that is visible to the Customer’s marketplace.
Priority C:
  1. A software failure that interferes with the effective use of the system that can be easily avoided or a detour applied.
  2. A problem that has no impact on the Customer’s business.
  3. A problem that is cosmetic and not visible to the Customer’s marketplace.
2.3

Priority A Level Errors. For Priority A level errors, Vertafore may provide telephone support outside of the standard telephone support hours at the then-current market rates for Professional Services. If Customer elects to pay for 7 day/24 hour support coverage there will be no additional Charge to Customer. Support outside of standard telephone support hours are handled with a call back from Vertafore support. All support questions and errors that are not Priority A level errors will only be supported during standard telephone support hours



2.4

Error Corrections. Vertafore shall provide corrections to the In-House Software for operational errors which cause the In-House Software not to perform substantially in accordance with the Documentation. Upon notification of a Priority A level error, Vertafore will assign one or more personnel to immediately begin working on the error, and to continue working until the error is resolved. Upon notification of a Priority B level error, Vertafore will, within 24 hours, work with the Customer to determine the required priority level and resolution requirement that will best suit the Customer’s operation. Priority C level errors will be reviewed and corrected in a future release of the In-House Software.

2.5

Professional Services. Vertafore may charge for Professional Services for any support error reported by the Customer which is determined to be caused by the Customer’s database, hardware, network or non-Vertafore provided software. A base rate of $500.00 plus additional hourly Charges will apply should Customer request Vertafore assistance with any database backup or log clearing work orders.

2.6

Consulting Services. Questions regarding the appropriate use of the In-House Software for specific business functions and any recommended methods of use of the In-House Software to increase production productivity are not included as Maintenance, and such consulting services will incur Charges for Professional Services.

2.8

Disaster Recovery. In the event of a disaster, Vertafore shall use commercially reasonable efforts to aid Customer in recovering the Vertafore Solutions as quickly as possible.

3.

Updates. “Updates” means the provision of any and all enhancements, releases, updates, service-packs, patches, or hot-fixes for the In-House Software that are generally made available to Vertafore’s customers at no cost. Updates do not include upgrades to the next version of the In-House Software. At no time will Customer be required to purchase a new software module(s) in order to maintain the same level of functionality available in the In-House Software currently. However, Updates do not include new product modules that are considered add-on components or enhancements. Vertafore will provide Maintenance for a prior release that is no more than two (2) versions older than the then current version of the In-House Software with versions determined by the number to the left of the decimal point in its version numbering system (i.e., when version 6.0 is the current version, Vertafore will support versions 5.x and 4.x but not 3.x).

4.

Enhancements. Vertafore may inform Customer of the availability of substantial new enhancements of the In-House Software for which an Order is required. These enhancements would be considered new modules, functionally different from the licensed products listed on this Order, or upgrades to the next version of the software. If such enhancements are licensed by Customer a separate fee shall apply. Charges may apply for Professional Services to develop or customize any enhancement.

5.

Customer’s Internal Support Personnel. Customer will identify either one or two people internally within Customer’s organization with the authority to contact Vertafore for customer support, however delivered, which currently includes telephone, e-mail and online chat support. Customer will have all support issues coordinated through these contacts.

6.

Test Licenses. During the Maintenance Term, Customer shall have a limited license to reproduce a single copy of In-House Software and a total of five (5) user licenses solely for use in a separate test environment. Such copies may not be used for production processing or outside of the separate test environment at any time and are otherwise subject to the license grant and terms in the Agreement.

   

 

Please refer to the Third Party Terms for ACORD, ISO, LexisNexis

Please refer to the Third Party Terms for ACORD, ISO, LexisNexis

  • 1. License. Subject to the Standard Terms, Vertafore grants Customer a revocable, non-exclusive, non-transferable, and non-sublicensable right to use the Vertafore Solution to develop, test, distribute and support its Application. Vertafore shall provide access credentials to Customer to any sandbox, test or production environment that is necessary. Access credentials are specific to Customer and are confidential information, and Customer is responsible for all activity that occurs under Customer’s credentials. Customer agrees not to sell, transfer, or sublicense the access credentials or to try to circumvent the access credentials.
  • 2. Branding. Customer agrees that it will not use any Vertafore branding, trademarks, or logos without first obtaining Vertafore’s written consent, which may be withheld in Vertafore’s sole discretion. The data provided to Customer through the Vertafore Solution may contain the trade names, trademarks, service marks, logos, domain names, and other distinctive brand features of Vertafore and its partners. Customer shall not delete or in any manner alter these trade names, trademarks, service marks, logos, domain names, and other distinctive brand features.
  • 3. Legal Notices. Customer agrees to maintain, and not to remove, modify, obscure or alter, any link or notices appearing on any image provided through the service. Customer understands and agrees that these legal notices supplement the Agreement and are flowed through from the partners.
  • 4. Carrier Consent. Customer acknowledges and agrees that Vertafore is making no representation or warranty that any specific carrier will or shall consent to participate with Customer or that any specific carrier will or shall appoint Customer as an authorized agency for purposes of connecting with the Vertafore Solution. Nothing in this Agreement obligates Vertafore to obtain any carrier’s approval of Customer to link to such carrier through the Vertafore Solution or that carriers will consent to Vertafore providing or displaying any rating information to Customer if Customer is not appointed or under contract with such carrier. Customer understands that Vertafore will require each carrier requested in the Order to provide written approval in order to gain access to the carrier’s rates through the Vertafore Solution. Vertafore will not allow any carrier into production that has not been approved in writing between the carrier and Vertafore and if a carrier declines to provide such authorization, that carrier will not be made available through the Vertafore Solution.
  • 5. Representation and Warranty. Customer represents and warrants that it is an authorized and approved agent of the carriers outlined in the Order and has a proprietary web interface platform that allows a consumer to enter consumer information into the interface for the purpose of receiving premiums from carriers by connecting the web interface platform through the Vertafore Solution.
  • 6. DISCLAIMER. CUSTOMER’S USE OF THE AGENCY-RATING API IS AT ITS OWN DISCRETION AND RISK, AND CUSTOMER WILL BE SOLELY RESPONSIBLE FOR ANY DAMAGE THAT RESULTS FROM THE USE OF THE VERTAFORE SOLUTION INCLUDING, BUT NOT LIMITED TO, ANY DAMAGE TO CUSTOMER’S COMPUTER SYSTEM OR LOSS OF DATA.

Please refer to the Third Party Terms for AAIS, ACORD, A.M. Best, IRMI, ISO

  • 1. Data. Customer shall configure its permissions for Authorized Parties with respect to Customer Information, Opportunity Data, and Placement Data within thirty (30) days of the Order Effective Date. Customer acknowledges and agrees that Customer Information, Opportunity Data, and Placement Data will be made available on RiskMatch to Authorized Parties by default. Customer shall at all times be responsible for maintaining, reviewing, and modifying the permissions granted to Authorized Parties with respect to Customer Information, Opportunity Data, and Placement Data on RiskMatch.
  • 2. Customer Access and Obligations

    • 2.1 Authenticators.  Vertafore will provide Customer with information and instructions for using and uploading data to the Service, including, without limitation, file transfer protocol (“FTP”) configurations, application programming interfaces (“APIs”), and/or one or more user ID’s, initial passwords, digital certificates and/or other devices (collectively, “Authenticators”).  Customer may access RiskMatch only by using such Authenticators. Customer authorizes Vertafore to act on any instructions Vertafore receives from users and agents who present valid Authenticators and such individuals shall be deemed authorized to act on behalf of Customer, including, without limitation, to change such Authenticators. It is Customer’s sole responsibility to keep all Authenticators and other means of access within Customer’s direct or indirect possession or control both confidential and secure from unauthorized use.
    • 2.2 Data Upload. Customer understands and agrees that the utility of RiskMatch depends on the availability of complete information relating to Customer’s transactions with Authorized Parties in all lines that Customer elects to manage in whole or in part using RiskMatch.  Customer will upload to RiskMatch or otherwise provide to Vertafore in such form and using such methods as Vertafore reasonably may require from time to time, at least daily or weekly from Customer's transaction/agency management system or other data warehouse and submission/exposure documents as and when updated, Customer’s records capturing all placements of insurance with Counterparties in such lines, regardless of whether such placements were facilitated by use of RiskMatch.  Customer agrees not to filter or alter such records except to conform such data to the formats reasonably required by RiskMatch.  Customer acknowledges that access to and use of RiskMatch is conditioned upon providing such records to Vertafore in a timely manner throughout the term of this Agreement.     
    • 2.3 Disclaimer.  Customer shall in the course of creating a submission on RiskMatch grant its consent to Vertafore to transmit Placement Data to Authorized Parties with which Customer desires to do business using the Service.  Customer acknowledges that as between Vertafore and the Customer, Customer is solely responsible for determining the creditworthiness and fitness of any Authorized Party, and for the terms, enforceability and performance of any transaction or agreement (including without limitation any insurance placement) with an Authorized Party.  Vertafore neither sells nor provides risk management or financial advisory services. Vertafore makes no representations regarding Customer or any Authorized Party or any insured or other Authorized Party risk.  VERTAFORE IS NOT AN AGENT OR BROKER FOR ANY AUTHORIZED PARTY, CARRIER OR ANY OTHER PERSON, AND DOES NOT SOLICIT, NEGOTIATE, PURCHASE OR SELL INSURANCE FOR OR ON BEHALF OF ANY USER OF THE SERVICE OR ANY OTHER PERSON.  Vertafore provides administrative, data processing, and information technology services only and does not advise, recommend, or render an opinion or make any claim or promise with respect to any carrier, broker or Authorized Parties of RiskMatch or regarding any information communicated through RiskMatch, including, without limitation, any information regarding the products, services or business of Customer or any Authorized Parties derived from data provided by Customer or Authorized Parties. Vertafore shall not be responsible or liable for Customer's or any third party's use of any information obtained through RiskMatch.
  • 3. Fees.  For access and use of RiskMatch, Customer agrees to pay Vertafore the Charges described in the Order. Additional RiskMatch services (including, without limitation, new service features and functionality) may be charged separately, subject to Customer’s agreement to the terms and conditions relating to the use of such additional services.  Additional Charges will be required for the following: i)inclusion of additional lines of insurance not included on the initial Order; ii)extraction of data from an additional agency management system(s)(“AMS”)/datasources not included as part of the initial Order; iii) migration (movement) of data from one AMS (already accessed by RiskMatch) to another AMS (already accessed by RiskMatch); (iv)any corporate acquisitions that result in addition of acquired data into an AMS already accessed by RiskMatch; and (v) opting out of sharing Customer Information, Opportunity Data and Placement Data on Riskmatch. The foregoing additional Charges may be subject to Customer’s agreement to an Add-On Order for the same.  Customer is solely responsible for the performance and enforcement of any compensation arrangement between Customer and any Authorized Parties, including but not limited to Authorized Parties’ commitments to compensate Customer based in whole or in part on Customer's use of RiskMatch.

  • 4. Carrier Connections.  If Customer is a carrier, wholesaler, MGA, or MGU, Customer shall provide the following to Vertafore promptly but in any case within 30 days after execution of this Agreement, it being understood that Vertafore will publish the following information on RiskMatch: (i) current product, industry, and market appetite data and information in a mutually agreed format; (ii) selection of RiskMatch participating brokers and associated product lines Customer desires to see on the Service; and (iii) introductions to management of Customer's select brokers not yet on RiskMatch.

  • 5. Publicity.  Customer hereby grants Vertafore a non-exclusive, non-transferable, royalty-free license during and after the term of this Agreement to use Customer’s trade name and logo, solely for purposes of a news release and to indicate within Vertafore’s website and sales and investment materials that Customer is on RiskMatch.

  • 6. Consents.  Customer must obtain any and all consents necessary to transmit Opportunity Data and Placement Data on RiskMatch and represent and warrants that it has the right to do so. Further Customer shall indemnify and hold harmless Vertafore against any and all claims arising from the transmission thereof.

  • Definitions

Authorized Parties

  • Authorized Parties with respect to a Customer that is a broker: a third party carrier, MGA, MGU or wholesaler that is authorized to use RiskMatch;
  • with respect to a Customer that is a carrier: a third party broker, MGA, MGU, or wholesaler that is authorized to use RiskMatch;
  • with respect to a Customer that is a MGA, or MGU: a third party broker, wholesaler or carrier that is authorized to use RiskMatch;
  • with respect to a Customer that is a wholesaler: a third party carrier, MGA, MGU or wholesaler that is authorized to use RiskMatch and ;
  • with respect to all Customer types, Dun & Bradstreet for the purposes of data verification.


Book Roll

  • Also known as a book transfer, means an agreement by a producer to move a database or "book" that lists all of the written insurance policies (sometimes referred to as “expirations") from a specified insurance company or companies to one or more insurance company represented by an Authorized Party; and shall mean any renewal of such written insurance policies thereafter.


Connection

  • A Book Roll or an Individual Connection.


Connected Channel

  • All Connections between Customer and a specific Authorized Party.


Customer Information

  • Information pertaining to or about the Customer including information that identifies the Customer.


Individual Connection

  • A one-to-one relationship between Customer and an Authorized Party within designated parameters (ie. geographies and products) where submissions may be made or requested on individual risks; and shall mean any renewal of any such written insurance policies thereafter.


Opportunity Data

  • The data that a Customer shares on RiskMatch concerning its placements that is insufficient to identify an insured but includes the insurance product name, industry, geography of the insured – Zipcode, City, State, Region, renewal date, premium band, insured revenue or sales band, and insured number of employees band.


RiskMatch

  • Collectively the RiskMatch cloud platform and related software-as-a-service and any and all RiskMatch offerings, technology and services made available to the Customer or Counterparties, including but not limited to RiskMatch applications and databases, all components thereof, including, but not limited to, all related user interface designs, application programming interfaces, software and source code, and any and all future enhancements or modifications thereto howsoever made, and any additional or ancillary Vertafore Solutions made available from time to time to Customer in connection with RiskMatch, including, without limitation, system integration, technical support and reporting services.


Placement Data

  • The specific information concerning a Customer’s placements, including, insured name, insured address, carrier name, limit, premium, exposure (e.g. payroll, loss runs), losses, claims, and commission rate.
  • 1. Transfer of Customer Data to Salesforce. Customer directs and consents to the transfer of Customer Data outside of the Vertafore systems and framework to Salesforce systems. To the extent that Customer Data is processed on Vertafore systems, Vertafore maintains liability for such processing according to the Agreement, including any obligations involving privacy, security or integrity of the Customer Data. To the extent Customer Data is processed outside of Vertafore systems, Vertafore disclaims all liability for the processing of Customer Data, including privacy, security and integrity of the Customer Data.
  • 2. Customer is responsible for maintaining its license directly with and, according to the requirements of, Salesforce. Vertafore will only transfer Customer Data so long as Customer has an active license with Salesforce.
  • 3. Effect of Termination. Neither Salesforce nor Vertafore has any obligation to maintain Customer Data that has been transferred to Salesforce after the termination effective date.
  • 4. Termination by Vertafore. Vertafore reserves the right to terminate the Salesforce Connector by providing ten (10) days written notice to customer if the Salesforce Connector has been terminated for any reason by Salesforce.
1.

Variance. Notwithstanding anything to the contrary in the Standard Terms:

1.1

Laws of Canada. The Agreement will be interpreted under the laws of Canada, and where possible the province of Ontario. The parties represent and warrant that they will adhere to all applicable laws of Canada, including, but not limited to, the Personal Information Protection and Electronic Documents Act (“PIPEDA”) and the Canadian Anti-Spam Law.

           1.1.1 Articles 2125, 2129. Customer acknowledges that this Agreement is for a software license and not a “Services Agreement” as defined in the Civil Code of Quebec, therefore, Customer understands that Articles 2125 and 2129 of the Civil Code of Quebec are not applicable.

1.2

Data Protection. By entering into the Agreement, Customer expressly consents that Vertafore (which for the purposes of clarification includes its U.S. affiliates) may collect, retain, process, store, transfer and use Customer Data in connection with providing the Vertafore Solutions under the Agreement and in order to create the De-Identified Aggregate Data owned by Vertafore. Customer represents and warrants to Vertafore that Customer shall ensure that any processing of Customer Data which contains personally identifiable information in connection with the Vertafore Solutions shall comply with PIPEDA and any other applicable laws. This shall include without limitation that Customer: (i) has given adequate notice and made all appropriate disclosures to the data subjects regarding Vertafore’s and Customer’s use and disclosure of such personal information including without limitation for the provision of the Vertafore Solutions; and (ii) has and/or obtains all necessary rights, and where applicable, all appropriate and valid consents from the data subjects to share such personal data with Vertafore and to permit use of such personal information by Vertafore for the purposes of the provision of the Vertafore Solutions and performing its obligations under the Agreement or as may be required by law including without limitation notifying the data subject of the transfer of Customer Data (including outside of Canada) to countries whose laws may provide a lower standard of data protection than exists in Canada or such other countries.

1.3

Billing. All amounts stated on the Order are in Canadian dollars and are exclusive of applicable taxes and expenses. The late rescheduling charge outlined in Subsection 3.6.1 is modified to $5,000 CAD.

2.

Arbitration

2.1

Everywhere in Canada except within the Province of Québec. The arbitrator shall be appointed by agreement between the parties or, in default of agreement, such arbitrator shall be appointed by a Judge of the Ontario Court (General Division) sitting in the Judicial District of Toronto Region, upon the application of any of the said parties and a Judge of the Ontario Court (General Division) sitting in the Judicial District of Toronto Region shall be entitled to act as such arbitrator, if he so desires. The arbitration shall be held in the Municipality of Metropolitan Toronto.

The procedure to be followed shall be agreed upon by the parties or, in default of agreement, determined by the arbitrator. The arbitration shall proceed in accordance with the provisions of the Arbitrations Act of Ontario. The arbitrator shall have the power to proceed with the arbitration and to deliver his award notwithstanding the default by any party in respect of any procedural order made by the arbitrator

2.2

Within the Province of Québec. The arbitration shall be conducted according to the provisions of articles 940 and following of the Code of Civil Procedure, without any reference to the Arbitration Act of Ontario except when both parties agree to modify the procedure. The Courts having jurisdiction in this Province and in the judicial district of Montreal shall have jurisdiction over the arbitration process. The arbitration shall be held in the City of Montreal.

2.3

Final and binding decision. The decision arrived at by the board of arbitration, howsoever constituted, shall be final and binding and no appeal shall lie therefrom and parties renounce to refer the litigation to any Court except to seek for provisional measures if necessary. Judgment upon the award rendered by the arbitrator may be entered in any court having jurisdiction. Within the Province of Québec the arbitration award may be homologated and put into compulsory execution according to relevant articles of Code of Civil Procedure.

3.

Language. The parties have required that this Agreement and all documents relating to the Agreement be drawn up in English. Les parties ont demandé que cette convention ainsi que tous les documents qui s'y attachent soient rédigés en anglais.

 

If Customer is purchasing InsurLink then Customer must either: 1) have an active Vertafore Canada Cloud Solutions account; and 2) obtain, and provide to Vertafore Canada, a Secure Sockets Layer (SSL) Certificate at Customer’s sole expense. Vertafore Canada will not begin installation of InsurLink until Customer has provided Vertafore Canada its SSL Certificate, if one is required. End Users must accept the Terms of Use prior to using this Vertafore Solution.

Si le Client fait l’acquisition du Portail d’accès client, alors le Client doit: avoir une compte Solutions Vertafore Canada Cloud actif; ou 2) obtenir et fournir à Vertafore Canada un certificat SSL aux frais du Client. Vertafore Canada ne débutera pas l’installation du Portail d’accès Client tant que le Client n’aura pas fourni à Vertafore Canada son certificat SLL. À des fins de clarification, toutes les autres obligations en vertu de cette Convention, y compris celles qui concernent les paiements, commenceront à la date d’entrée en vigueur de la Commande.

1.

Use. Use within geographical boundaries of Canada only.

2.

In-House Software Maintenance. Where indicated on the Order, Vertafore Canada may provide Maintenance for the In-House Software. Such services do not pertain to any of the operating system software or to any Third party software used by the Customer. Unless a specific agreement to the contrary is made, all Maintenance is provided remotely, via electronic ways exclusively.

3.

Software Corrections and Enhancements.

3.1

Software Corrections. If the In-House Software fails to operate substantially in accordance with Vertafore Canada's documentation provided on the secured portion of the Vertafore Canada website (www.Vertafore.ca), and such failure is documented by the Customer, Vertafore Canada shall use reasonable efforts to develop and provide a correction for such failure in a reasonable delay according to the seriousness of the failure. Vertafore Canada does not, however, warrant that it can correct the problem.

3.2

Software Enhancements. From time to time, Vertafore Canada may develop and/or make available software enhancements. Software enhancements may be either “Updates” (available without additional charge) or “Upgrades” (individually priced)

3.2.1

Upgrades. When a software enhancement is made available as a new Vertafore Canada product, the Customer will be advised of its price. If the Customer orders the enhancement, it will be provided to the Customer and the Customer will be invoiced. Once installed in the computer system, such Upgrades will be deemed included in the In-House Software and subject to the Agreement.

4.

In-House Maintenance. During the term of the Agreement, the Customer must subscribe to Vertafore Canada's Maintenance and pay the subscription Charges, including any modification for users, Charges or services as Vertafore Canada or the Customer could make from time to time according to the rules of the Agreement.

5.

Description of Maintenance.

5.1

Scope of Support. Vertafore Canada will provide its telephone and email support as well as remote access support consisting of assistance in connection with the Customer's operation of the In-House Software.

5.2

Support Hours. Vertafore Canada will supply telephone and email support, as well as remote access support from Quebec between 8:30 a.m. and 5:00 p.m. Eastern Time, Toronto between 7:30 a.m. and 7:30 p.m. Eastern Time, and from Vancouver between 8:30 a.m. and 4:30 p.m. Pacific Time, Monday to Friday inclusively, except statutory or civic holidays. The Customer must have competent operators available and who are capable of understanding and implementing Vertafore Canada's telephone support directions.

5.3

Software Correction Services. When Vertafore Canada makes a software correction available to the Customer for the In-House Software via remote access, the Customer must accept such software correction at the time Vertafore Canada is prepared to implement it. If the Customer declines to accept the proposed software correction, Vertafore Canada's obligations under Maintenance will be suspended until Customer has accepted such software correction. Customer is required to pay for Maintenance during any period of suspension.

5.4

Restriction on Service. The software enhancements and software corrections covered by the In-House Maintenance cannot be implemented until all previously issued software corrections and software enhancements have been implemented by the Customer.

5.5

Updates. Vertafore Canada will advise the Customer of the availability of any existing Updates, and will make such Updates available to the Customer at no additional charge via remote access. The Customer may, at its option, install such Updates so long as the Customer has installed all software corrections and Updates previously offered by Vertafore Canada. If the Customer wishes to install a software enhancement but has not installed all previously issued software corrections and Updates, the Customer must first complete such installation.

6.

Activation Key. The Customer acknowledges that the In-House Software contains an “Activation Key” that is activated when the Customer installs the In-House Software or a new version of it when duly licensed. When a Customer is in default (or breach) of the Agreement and downloads any new version or release of software, the Activation Key is automatically modified in such a way that it will lock the access to the In-House Software after ninety (90) days if the default has not been corrected (or breach cured) during this delay.

7.

Recent Release Requirement. In order to continue to qualify for the Maintenance, the Customer's In-House Software must be no more than one (1) release behind Vertafore Canada's then current release.

8.

Customer Obligation. Any defect of Customers equipment will constitute a valid excuse of performance in favour of Vertafore Canada. However, the Customer must continue to pay for the Maintenance.

 

1.

Storage Capacity. Notwithstanding Subsection 8.1 in the Standard Terms, total disk space allocated is five (5) gigabytes base storage plus one (1) gigabyte per full access User. Additionally, one (1) gigabyte of disk space is allowed per mailbox.

2.

Scheduled Maintenance. Vertafore Canada will schedule Maintenance for the Online Services according to the following:

  • • Routine maintenance: Sunday from 1:00 a.m. to 8:00 a.m. (4 hours in a row depending your time zone) and Tuesday from 5:00 a.m. to 7:00 a.m.
  • • Advance notice of scheduled Maintenance: At least three (3) business days’ notice from Vertafore Canada or its supplier to the Customer
  • • Annual Maintenance: Twice a year from Saturday 7:00 p.m. to Sunday 7:00 p.m. (24 hours).
2.1

Vertafore Canada reserves the right to modify the Maintenance schedules at any time with thirty (30) days’ notice, however, the Maintenance period shall not take place during regular business hours from Monday to Friday.

3.

Data Protection

3.1

Virus Protection. All Vertafore Canada servers are protected against viruses using a server based anti-virus system that protects the file systems, the Microsoft Exchange database and Web contents. New virus signature files are downloaded at least twice daily and replicated among all servers within the next two (2) hours.

3.2

SPAM Protection. All Vertafore Canada servers are protected against spam using a server based anti-spam system that protects the file systems, the Microsoft Exchange database and Web contents. The Customer is solely responsible to create and update the list of accepted senders and the list of rejected senders.

3.3

Backups. Full backups are performed every day on all systems, including applications and data. The backup process does not affect system availability. Backups are made on tapes or other media or through other means in uses in this business. Backups from daily backups (Monday to Friday) are kept on storage outside of the Vertafore Canada Hosting Centre. The backup rotation allows data access to any day of the last seven (7) days, any Friday of the last four (4) weeks and one (1) Friday out of four (4) of the past fifty two (52) weeks. The Customer authorizes Vertafore Canada to keep a backup of its data and software in another Vertafore Canada Hosting Centre in Canada. The Customer acknowledges that such storage of backups in any other Vertafore Canada Hosting Centre shall not be interpreted nor mean that Vertafore Canada will provide recovery of activities from any other Centre. The Customer may request a specific backup copy from time to time, but such a request is a billable service, to be charged at Vertafore Canada's then current rate plus all disbursements and expenses.

3.4

Data Recovery. Any data recovery or restoration from backup media that does not result from Vertafore Canada's fault or from a failure of Vertafore Canada's system in Vertafore Canada's Hosting Centre will be considered a billable service to be charged at Vertafore Canada's then current rate plus all disbursements and expenses.

3.5

Disaster Recovery Plan. Vertafore Canada takes measures to protect its Hosting Centre resources from interruption, however this Agreement does not make any commitments to providing a disaster recovery plan and the Customer acknowledges that all Charges paid according to this Agreement do not include any amount for disaster recovery plans or for services rendered to organize and perform any disaster recovery plan. Vertafore Canada's Charges reflect these provisions and have been fixed accordingly.

3.6

Data Security. The Online Service recognizes the User through communication encryption keeping Login details secure from detection by third parties; however, this does not modify Customer’s obligation to keep Logins confidential.

3.7

System Monitoring. Vertafore Canada monitors the state of all the servers including availability, processors usage, memory utilization and the activity generated on the hard drives. The monitoring system runs on a 7/24 basis and a Vertafore Canada technician is on call at all times. Any failures are entered in Vertafore Canada’s call tracking system. Availability statistics are based on the data in this call tracking system and will be calculated on a monthly basis and will be provided upon Customer’s request.

3.8

Updates. All updates, patches, service packs for applications and operating systems software will be tested in a lab environment before being installed in the production environment. All installations are performed according to supplier's instructions and standards. There will not be any interruptions to system availability due to updates, patches or service packs except during the periods of Maintenance referred to in Section 1. Customers will be notified at least one (1) month before any application or operating system upgrade. Application upgrades will be done gradually on the Citrix servers. Customers will be redirected towards the upgraded servers and in case of a functionality issue a roll back can be performed immediately. The images of each server will be used for returning to the original format. In the case of operating system upgrades, new images and full backups will be performed prior to ensure a proper roll back. Patches and services packs will be applied on an as-needed basis during the Maintenance period defined in Section 1 using the same method used for the operating system.

4.

Help Desk.

4.1

Coverage. The help desk is a standard service based on the functionality of a hosting service and covers the following problems: configuration and maintenance of Vertafore Canada access machines; connectivity problems (excluding problems pertaining to the Customer’s communication link); and infrastructure problems (servers, performance etc.).

4.2

Help Desk Availability. Vertafore Canada will supply telephone and email support, as well as remote access support from Quebec between 8:30 a.m. and 5:00 p.m. Eastern Time, Toronto between 7:30 a.m. and 7:30 p.m. Eastern Time, and from Vancouver between 8:30 a.m. and 4:30 p.m. Pacific Time, Monday to Friday inclusively, except statutory or civic holidays. The Customer must have competent operators available and who are capable of understanding and implementing Vertafore Canada's telephone support directions. Level 1 and 2 problems as defined in Subsection 3.4 have a 24/7 support time.

4.3

Contacting the Help Desk. All Customer support requests must be performed either by phone, web or by e-mail.

4.4

Service Level Priorities.

  • Low-Priority: Online Service is available with minor limitations in functionality or performance.
  • Mid-Priority: Online Service is available but with very limited functionality of performance.
  • High-Priority: Online Service is not available or unusable.
4.5

Response Time. Calls are handled according to Vertafore Canada's Service Policy and Response Time is defined as Vertafore Canada's Service Policy.

4.6

Resolution Process.

  • General: As soon as a problem is identified by Vertafore Canada or brought to its attention by a Customer, a repair ticket is opened and assigned to a technician. The technician will try to determine the source of the problem and apply the appropriate solution. If the technician finds that the source of the problem is related to the Customer’s equipment, the Customer will be informed immediately. Response times are specified in Vertafore Canada’s Service Policy. If the problem is identified to be outside of Vertafore Canada’s scope of equipment, Vertafore Canada will cooperate to the best of its availability to assist in the resolution of the problem.

  • Vertafore Canada’s equipment: If a problem is found in Vertafore Canada’s equipment and the problem has not been timely resolved, it will be escalated to a specialist. The specialist will notify the Operations Manager immediately and keep him/her informed of the progress at all times. The Operations Manager will inform the Sales Representative of the problem and keep him/her aware of the situation. If necessary, the problem will be escalated to a manufacturer partner to help resolve the problem faster. At all times the Customer will be kept up to date in the progress of the problem resolution.

  • Timely Escalation: If the resolution time is over eight (8) hours for a High-Priority problem, twelve (12) hours for a Mid-Priority problem or sixteen (16) hours next business day for a Low-Priority problem, the call is escalated to a senior specialist. This specialist is responsible in keeping the Operations Manager aware of the progress of the problem resolution. The Operations Manager is responsible for notifying the Executive Manager of the problem escalation. Both the Operations Manager and Executive Manager are responsible to follow the escalation with the external partner, if involved, or to start a new escalation if necessary. At all times the Sales Representative and the Customer will be kept informed of the situation and about all the progress and decisions made.
5.

Reinstatement Charge. In the event that an account remains unpaid forty-five (45) days after presentation of the invoice, the Online Service will be interrupted. It will be re-established when the complete balance is paid, along with interest and reactivation Charges of $1000.00. The Online Service will be disconnected after thirty (30) days of interruption without prejudice to Vertafore Canada’s ability to pursue any other legal remedies.


 

1.

Variance. Nonobstant toutes dispositions contraires dans les Conditions générales:

1.1

Lois du Canada. La Convention sera interprétée en vertu des lois du Canada, et dans la mesure du possible, de la province de l’Ontario. Les parties déclarent et garantissent qu’ils adhéreront à toutes les lois du Canada applicables, y compris, mais sans limitation, la Loi sur la protection des renseignements personnels et les documents électroniques (« LPRPDE ») et la Loi anti-pourriel canadienne.
                   1.1.1  Articles 2125, 2129  Le Client reconnait que cette Convention est pour une convention de licence de logiciel et non une « Entente de service » tel que définie dans le Code civil du Québec. Par conséquent, le Client reconnait que les articles 2125 et 2129 du Code civil du Québec ne sont pas applicables.

1.2

Protection des données. En concluant cette Convention, le Client consent expressément à ce que Vertafore (qui, aux fins de clarification, inclut ses affiliés américains) puisse collecter, conserver, traiter, stocker et utiliser les données du Client dans le cadre de la fourniture des Solutions de Vertafore en vertu de cette Convention, et afin de créer des données dépersonnalisées regroupées détenues par Vertafore. Le Client déclare et garantit à Vertafore qu’il s’assurera que tout traitement des données du Client qui contient de l’information personnelle identifiable en lien avec les Solutions de Vertafore seront conformes à la LPRPDE et à toutes autres lois applicables. Ceci implique sans limitation que le Client : (i) a donné un avis suffisant et fait toutes les divulgations appropriées aux clients et individus concernés au sujet de l’utilisation et la divulgation par Vertafore et le Client de tels renseignements personnels y compris, mais sans limitation, pour l’utilisation des Solutions de Vertafore; et (ii) a obtenu et/ou obtient tous droits nécessaires, et lorsqu’applicable, tous les consentements appropriés et valides des clients et individus concernés afin de partager de telles données personnelles avec Vertafore et de permettre l’usage de tels renseignements personnels par Vertafore pour les fins de la fourniture des Solutions de Vertafore et exécuter ses obligations en vertu de cette Convention, ou tel qu’il peut être requis par la loi, y compris, mais sans limitation, aviser les clients ou individus concernés du transfert des données du Client (incluant à l’extérieur du Canada) dans des pays ou les lois peuvent fournir un standard plus faible de protection de données que celui qui existe au Canada ou dans tels autres pays.

1.3

Facturation. Tous les montants énumérés sur la Commande sont en dollars canadiens et n’incluent pas les taxes et frais applicables.

2.

Arbitrage.

2.1

Partout au Canada sauf dans la province de Québec. L'arbitre sera nommé d’un commun accord entre les parties ou, à défaut d’accord, cet arbitre sera nommé par un juge de la cour de l’Ontario (division générale) siégeant dans le district judiciaire de la région de Toronto à la suite de la demande de l’une des deux parties, et un juge de la cour de l’Ontario (division générale) siégeant dans le district judiciaire de la région de Toronto aura le droit d’agir comme arbitre, s’il le désire. L’arbitrage doit se tenir dans la municipalité du Toronto métropolitain.

La procédure à suivre doit faire l’objet d’un accord entre les parties, ou à défaut d’accord, être déterminée par l’arbitre. L’arbitrage doit se dérouler conformément aux dispositions de la Loi sur l’arbitrage de l’Ontario. L’arbitre a le pouvoir de procéder à l’arbitrage et de livrer sa sentence nonobstant le défaut de l’une ou l’autre des parties à l’égard de toute ordonnance procédurale rendue par l’arbitre.

2.2

à l'intérieur de la province de Québec. L'arbitrage doit être mené conformément aux dispositions des articles 940 et suivants du Code de procédure civile du Québec, sans référence à la Loi sur l’arbitrage de l’Ontario sauf quand les deux parties acceptent de modifier la procédure.  Les cours ayant juridictions dans cette province et dans le district judiciaire de Montréal ont juridiction sur le processus d’arbitrage.  L’arbitrage devra être tenu dans la ville de Montréal.

2.3

Décision finale et exécutoire. La décision prise par le conseil d’arbitrage, quel qu’il soit, sera finale et exécutoire et aucun appel ne pourra en découler, et les parties renoncent à référer le litige à toute cour sauf pour obtenir des mesures provisoires si nécessaire. La sentence arbitrale rendue par l’arbitre peut faire l’objet d’un jugement dans toute cours ayant juridiction. Dans la province de Québec, la sentence arbitrale peut être homologuée et être mise en exécution obligatoire conformément aux articles pertinents du Code de procédure civile.

3.

Langue. Les parties ont demandé que cette Convention et tous les documents qui s’y attachent soient rédigés en français. The parties have required that this Agreement and all documents relating to the Agreement be drawn up in French.

 

1.

Utilisation Utiliser à l'intérieur des frontières géographiques du Canada seulement.

2.

Maintenance du logiciel interne. Lorsqu'indiqué sur la Commande, Vertafore Canada peut effectuer la maintenance sur le logiciel interne. De tels services ne concernent aucun logiciel du système d'exploitation ou aucun logiciel de tierces parties utilisés par le Client. à moins qu'une entente particulière à cet effet soit conclue, toute la maintenance est effectuée à distance, via des moyens électroniques uniquement.

3.

Corrections et ameliorations apportées au logiciel.

3.1

Corrections apportées au logiciel. Si le logiciel interne ne fonctionne pas substantiellement en conformité avec la documentation de Vertafore Canada disponible sur la portion sécurisée du site web de (www.vertafore.ca), et qu'un tel défaut est documenté par le Client, Vertafore Canada devra utiliser les efforts raisonnables nécessaires pour développer et appliquer une correction pour un tel défaut dans un délai raisonnable selon la gravité du défaut. Vertafore Canada ne garantit pas, toutefois, que le problème puisse être corrigé.

3.2

Améliorations apportées au logiciel. De temps à autre, Vertafore Canada peut développer et/ou rendre disponible des améliorations au logiciel. Les améliorations peuvent être soit des "mises à jour" (disponible sans frais supplémentaires) soit des "mises à niveau" (prix individuel).

3.2.1

Mises à niveau. Lorsqu'une amélioration au logiciel est rendue disponible comme un nouveau produit de Vertafore Canada, le Client sera avisé de son prix. Si le Client commande l'amélioration, elle sera fournie au Client et le Client sera facturé. Une fois installées dans le système informatique, de telles mises à niveau seront réputées incluses dans le logiciel interne et sujet à la Convention.

4.

Maintenance interne. Au cours de la Convention, le Client doit souscrire à la maintenance de Vertafore Canada et payer les frais de souscription, incluant toutes modifications pour les utilisateurs, charges ou services que Vertafore Canada ou le Client pourraient faire de temps à autre en conformité avec les dispositions de la Convention.

5.

Description de la maintenance.

5.1

Portée du support. The parties hdfdfdf

5.2 Heures du support. Vertafore Canada fournira le support téléphonique et par courriel, de même que le support à distance de Québec entre 8h30 et 17h heure de l'Est, Toronto entre 7h30 et 19h30, heure de l'Est, et de Vancouver entre 8h30 et 16h30, heure du Pacifique, du lundi au vendredi inclusivement, sauf les jours de congés fériés ou civiques. Le Client doit avoir des opérateurs disponibles qui sont en mesure de comprendre et de mettre en œuvre les directives reçues par téléphone de Vertafore Canada.
5.3 Services de correction du logiciel. Lorsque Vertafore Canada fait une correction au logiciel pour le Client sur le logiciel interne via un accès à distance, le Client doit accepter ladite correction au moment où Vertafore Canada est prête à l'implanter. Si le Client refuse d'accepter la correction proposée, les obligations de Vertafore Canada en vertu de la maintenance seront suspendues jusqu'à ce que le Client ait accepté ladite correction. Le Client doit payer la maintenance durant toute période de suspension.
5.4 Restriction sur le service. Les améliorations et les corrections du logiciel couvertes par la maintenance interne ne peuvent être implantées tant que toutes les corrections et améliorations émises antérieurement n’auront pas été implantées par le Client.  
5.5 Mises à jour. Vertafore Canada avisera le Client de la disponibilité de toutes mises à jour existantes, et rendra de telles mises à jour disponibles au Client sans frais additionnel via un accès à distance.  Le Client peut, à son choix, installer de telles mises à jour en autant qu’il ait déjà installé toutes les corrections et mises à jours offertes antérieurement par Vertafore Canada.  Si le Client désire installer une amélioration mais n’a pas installer toutes les corrections  et mises à jours requises, le Client doit d’abord compléter de telles installations.  
6. Clé d’activation. Le Client reconnait que le logiciel interne contient une "clé d’activation” qui est activée lorsque le Client installe le logiciel interne ou une nouvelle version de celui-ci lorsque dûment autorisé.  Lorsque le Client est en défaut ou (en violation) par rapport à la Convention et qu’il télécharge toute nouvelle version d’un logiciel, la clé d’activation est automatiquement modifiée de telle façon qu’elle verrouillera l’accès au logiciel interne après quatre-vingt-dix (90) jours si le défaut n’a pas été corrigé (ou la violation réparée) au cours de ce délai.   
7. Exigence quant à la version. Afin de continuer à se qualifier pour la maintenance, le logiciel interne du Client ne doit pas être plus de une (1) version en retard de la version alors la plus récente de Vertafore Canada.
8. Obligation du Client Toute défaillance de l’équipement du Client constituera une excuse valide quant à la performance en faveur de Vertafore Canada.  Toutefois, le Client doit continuer à payer pour la maintenance.  

 

1. Capacité de stockage. Nonobstant la sous-section 8.1 des Conditions générales, l'espace disque total alloué est de cinq (5) gigaoctets de stockage de base plus un (1) gigaoctet par utilisateur ayant un accès complet. De plus, un (1) gigaoctet d'espace disque est autorisé par boîte aux lettres.

2.

Maintenance planifiée. Vertafore Canada planifiera la maintenance pour les Services en ligne selon ce qui suit:

  • Maintenance de routine: dimanche de 1h à 8h (4 heures consécutives selon votre fuseau horaire) et Mardi de 5h à 7h.
  • Avis préalable de maintenance planifiée: un avis d’au moins trois (3) jours ouvrables de Vertafore Canada ou ses fournisseurs au Client sera envoyé.
  • Maintenance annuelle: deux fois par année du samedi 19h au dimanche 19h (24 heures).
2.1

Vertafore Canada se réserve le droit de modifier les horaires de maintenance à tout moment par un préavis de trente (30 jours). Toutefois, la période de maintenance ne devra pas se dérouler durant les heures normales d’affaires du lundi au vendredi.

3.

Protection des données.

3.1

Protection contre les virus. Tous les serveurs de Vertafore Canada sont protégés contre les virus utilisant un système anti-virus basé sur le serveur qui protègent les fichiers des systèmes, la base de données Microsoft Exchange et les contenus web. De nouveaux fichiers de signatures de virus sont téléchargés au moins deux fois par jour et reproduits sur tous les serveurs au cours des deux (2) prochaines heures.

3.2

Protection contre les pourriels. Tous les serveurs de Vertafore Canada sont protégés contre les pourriels utilisant un système anti-pourriel basé sur le serveur qui protègent les fichiers des systèmes, la base de données Microsoft Exchange et les contenus web. Le Client est seul responsable de créer et mettre à jour une liste des expéditeurs acceptés et une liste des expéditeurs rejetés.

3.3

Sauvegardes. Des sauvegardes complètes sont effectuées chaque jour sur tous les systèmes, y compris les applications et les données. Le processus de sauvegarde n’affecte pas la disponibilité du système. Les sauvegardes sont effectuées sur des bandes ou autre support, ou par d’autres moyens utilisés dans l’industrie. Les copies des sauvegardes quotidiennes (lundi au vendredi) sont stockées à l’extérieur du centre d’hébergement de Vertafore Canada. La rotation des sauvegardes permet l’accès aux données pour n’importe lequel jour des sept (7) derniers jours, tout vendredi des quatre (4) dernières semaines et un (1) vendredi sur chaque quatre (4) vendredi des cinquante-deux (52) dernières semaines. Le Client autorise Vertafore Canada à garder une sauvegarde de ses données et logiciels dans un autre centre d’hébergement de Vertafore Canada au Canada. Le Client reconnait qu’un tel stockage des copies de sauvegarde dans tout autre centre d’hébergement des données ne peut être interprété ou signifié que Vertafore Canada pourra procéder à la récupération des activités de tout autre centre. Le Client peut demander une copie de sauvegarde spécifique de temps à autre, mais une telle demande est un service facturable, qui sera facturé au taux alors en vigueur chez Vertafore Canada plus tous les décaissements et dépenses.

3.4

Récupération des données. Toute récupération des données ou restauration à partir d’un support de sauvegarde, qui ne résulte pas de la faute de Vertafore Canada ou d’une panne du système de Vertafore Canada dans le centre d’hébergement de Vertafore Canada, sera considérée un service facturable à être facturé au taux alors en vigueur chez Vertafore Canada plus tous les décaissements et dépenses.

3.5

Plan de reprise après sinistre. Vertafore Canada prend les mesures nécessaires pour protéger les ressources de son centre d’hébergement de toute interruption, toutefois par cette Convention, Vertafore Canada ne s’engage pas à fournir un plan de reprise après sinistre et le Client reconnait que tous les frais payés en vertu de cette Convention n’inclut aucun montant pour des plans de reprise après sinistre ou pour des services rendus pour organiser ou effectuer un plan de reprise après sinistre.. Les frais de Vertafore Canada reflètent ses dispositions et sont fixés en conséquence.

3.6 Sécurité des données. Les Services en ligne reconnaissent l’utilisateur à travers le chiffrement des communications en gardant les détails de connexion sécurisés contre la détection par des tiers; toutefois ceci ne modifie pas l’obligation du Client de garder ses informations de connexion confidentielles.    
3.7

Surveillance du système. Vertafore Canada surveille l’état de tous les serveurs incluant la disponibilité, l’usage des processeurs, l’utilisation de la mémoire et l’activité générée sur les disques durs. Le système de surveillance est en fonction 24/7 et un technicien de Vertafore Canada est sur appel en tout temps. Toute défaillance est saisie dans le système de gestion des appels de Vertafore Canada. Les statistiques quant à la disponibilité sont basées sur les données dans ce système de gestion des appels et seront calculées sur une base mensuelle et seront fournies au Client à sa demande.  

3.8

Mises à jour. Les mises à jour, les correctifs et les « service packs » pour les applications et les systèmes d’exploitation des logiciels seront testés dans un environnement lab avant d’être installés dans l’environnement de production. Toutes les installations sont effectuées selon les instructions et les standards des fournisseurs. Il n’y aura aucune interruption de système due à des mises à jour, correctifs ou « service packs » sauf lors des périodes de maintenance auxquelles il est fait référence à l’article 1. Les Clients seront avisés au moins un (1) mois avant toute mise à niveau d’une application ou d’un système d’exploitation. Les applications seront mises à niveau graduellement sur les serveurs Citrix. Les Clients seront redirigés vers les serveurs mis à niveau et en cas de problème de fonctionnalité, un retour (« roll back ») pourra être exécuté immédiatement. Les images de chaque serveur seront utilisées pour retourner au format original. Dans le cas de mises à niveau de systèmes d’exploitation, de nouvelles images et des copies de sauvegarde complètes seront effectuées pour s’assurer d’un retour qui soit correct. Les correctifs et « service packs » seront appliqués selon les besoins durant la période de maintenance définie dans l’article 1 utilisant la même méthode que celle utilisée pour le système d’exploitation.  

4. Service d’assistance.
4.1 Couverture. Le service d’assistance est un service standard basé sur les fonctions d’une centre d’hébergement et couvre les problèmes suivants: configuration et maintenance des machines d’accès de Vertafore Canada; des problèmes de connectivité (excluant les problèmes liés au lien de communication du Client); et des problèmes d’infrastructure (serveurs, performance, etc.).
4.2 Disponibilité du service d’assistance. Vertafore Canada fournira le support téléphonique et par courriel, de même que le support à distance de Québec entre 8h30 et 17h, heure de l’Est, Toronto entre 7h30 et 19h30, heure de l’Est, et de Vancouver entre 8h30 et 16h30, heure du Pacifique, du lundi au vendredi inclusivement, sauf les jours de congés fériés ou civiques. Le Client doit avoir des opérateurs disponibles qui sont en mesure de comprendre et de mettre en œuvre les directives reçues par téléphone de Vertafore Canada. Les problèmes de niveau 1 et 2 tels que définis à l’alinéa 3.4 sont supportés 24/7.
4.3 Communiquer avec le Service d’assistance. Toutes les demandes de support du Client doivent être effectuées par téléphone, web ou courriel.
4.4

Priorités des niveaux de service.

  • Priorité faible: le service en ligne est disponible avec des limitations mineures au niveau des fonctionnalités et la performance.
  • Priorité moyenne: le service en ligne est disponible mais avec des fonctionnalités et une performance très limitées. 
  • Haute priorité: le service est ligne n’est pas disponible ou inutilisable.
4.5 Temps de réponse. Les appels sont traités conformément à la politique de service de Vertafore Canada et le temps de réponse est défini dans cette politique.
4.6

Processus de résolution

  • Général: dès qu’un problème est identifié par Vertafore Canada ou porté à son attention par un Client, un appel de support est ouvert et assigné à un technicien. Le technicien essayera de déterminer la source du problème et appliquer la solution appropriée. Si le technicien découvre que la source du problème est reliée à l’équipement du Client, le Client sera avisé immédiatement. Les temps de réponse sont spécifiés dans la politique de service de Vertafore Canada. Si le problème est identifié comme étant à l’extérieur de la portée de l’équipement de Vertafore Canada, Vertafore Canada coopérera au meilleur de sa disponibilité pour assister dans la résolution du problème. 

  • Équipement de Vertafore Canada: si un problème est trouvé dans l’équipement de Vertafore Canada et que le problème n’a pas été résolu dans un délai opportun, il sera référé à un spécialiste. Le spécialiste avisera le gestionnaire des opérations immédiatement et le tiendra informer du progrès en tout temps. Le gestionnaire des opérations informera le représentant des ventes du problème et le tiendra au courant de la situation. Si nécessaire, le problème sera référé au partenaire fabricant de l’équipement pour aider à résoudre le problème plus rapidement. En tout temps, le Client sera informé du progrès de la résolution du problème.

  • Référence d’un appel à un niveau supérieur en temps opportun: si le temps de résolution est de plus de huit (8) heures pour un problème de haute priorité, de douze (12) heures pour une problème de moyenne priorité et de seize (16) heures pour un problème de faible priorité, l’appel est référé à un spécialiste sénior. Le spécialiste a la responsabilité de tenir le gestionnaire des opérations informé du progrès au niveau de la résolution du problème. Le gestionnaire des opérations a la responsabilité d’aviser le gestionnaire exécutif que le problème a été référé à un niveau supérieur. À la fois le gestionnaire des opérations et le gestionnaire exécutif sont responsables de faire un suivi avec le partenaire externe, s’il est impliqué, ou de débuter un nouveau processus de référence si nécessaire. En tout temps, le représentant des ventes et le Client seront gardés informés de la situation et du progrès de même que des décisions qui sont prises. 
5. Frais de rétablissement. Dans le cas où un compte demeure impayé quarante-cinq (45) jours après la présentation de la facture, le Service en ligne sera interrompu. Il sera rétabli lorsque le solde complet sera payé, de même que les frais d’intérêts et des frais de réactivation de 1,000.00$. Le Service en ligne sera déconnecté après trente (30) jours d’interruption, et ce sans préjudice à la capacité de Vertafore Canada de prendre tout autre recours juridique.