Agreement Terms & Conditions

1. Definitions

1.1 Except to the extent expressly provided otherwise, in this Agreement:

"API" means application programming interface that supports interoperability of applications with the Platform and Third Party Service Providers of HawkSoft that are authorized by the Customer.

"Authorized User" means an account enabling an individual who is authorized by Customer to use Services, for whom Customer has purchased a subscription, and to whom Customer (or, when applicable, Provider at Customer request) have supplied a user identification and password. An Authorized User may include, for example, Customer employees, consultants, contractors and agents.

"Authorized Representative" means a representative designated by Customer in the Agreement to be a primary point of contact with Provider, and Customer has authorized to act as an official delegate or agent on behalf of Customer.

"Business Day" means any weekday other than a legal holiday in the United States.

"Business Hours" means the hours posted on https://www.hawksoft.com/support on a Business Day.

"Charges" means the following amounts:

1. the amounts specified in the executed Sales Proposal or current rate schedule for Customer;
2. such other amounts as may be agreed in writing by the parties from time to time; and,
3. standard time-based or task-based charging rates for Provider's personnel performing the Support Services, Set-up Services and Platform, including professional consulting, as set forth in the Schedules.

"Cloud Services" means Client Data and/or CMS Software that are stored and/or made available from the Provider’s cloud computing hardware or service.

"Content" means Client Data that is entered into the CMS Software.

"CMS Software" means the agency management software and services that Provider develops, markets, and licenses to serve insurance providers, brokers, and agents.

“Control,” “Controls” or “Controlled” means the legal right to control (directly or indirectly) the management, operation or business activities of an entity, organization, or individual.

"Client Data" means all data that is uploaded, stored, or processed by the Provider on behalf of the Customer in relation to this Agreement, and may include, but is not limited to:

1. Customers’ and their clients’ names, signatures, addresses, contact information, date of birth, account numbers, policy numbers, social security numbers, credit reports, driver’s license numbers, demographic information, financial and transaction information, customer lists, employees’ information, policies, pricing, sales data, security procedures, plans, programs, technical data and know-how, manuals, notes and specifications.
2. Customer Confidential Information which may include, but is not limited to, information disclosed by or on behalf of the Customer to the Provider during the Term of this Agreement that at the time of disclosure:
   1. was marked as "confidential"; or
   2. was reasonably understood by the Provider to be confidential;

"Customer" is the licensee of the Platform as defined in the Sales Proposal between Provider and Customer.

"Documentation" means the documentation for the Platform produced by the Provider and delivered or made available by the Provider to the Customer.

"Effective Date" means the date first set forth in the executed Sales Proposal.

"Force Majeure Event" means an event, or a series of related events, that is outside the reasonable control of the party affected including, but not limited to, failures of the internet or any public telecommunications network, hacker attacks, denial of service attacks, virus or other malicious software attacks or infections, power failures, industrial disputes affecting any third party, changes to the law, governmental restrictions, bandwidth throttling by third parties, natural disasters, explosions, fires, floods, riots, pandemic or national emergencies, terrorist attacks, and acts of war.

"Intellectual Property Rights" means all intellectual property rights wherever in the world, whether registered or unregistered, including any application or right of application for such rights, including copyright and related rights, database rights, codes, confidential information, trade secrets, know-how, business names, trade names, trademarks, service marks, unfair competition rights, patents, models, semi-conductor topography rights and rights in designs.

"Maintenance Services" means the general maintenance of and the application of Updates to the Platform.

"Local Install" means Client Data and/or CMS Software is being provided from a Customer’s own on-premises hardware.

"Person" means any natural, living individual, male or female, corporation, limited liability company, partnership, trust or other legally recognized business entity, organization, or association, as the context may provide.

"Platform" means software and/or hardware used by the Provider to store and deliver CMS Software and Client Data via Cloud Services and/or Local Install.

"Platform Defect" means a defect, error or bug in the Platform having a material adverse effect on the operation, functionality or performance of the Platform, but excluding any defect, error or bug caused by, related to or arising as a result of:

1. any act or omission of the Customer;
2. any use of the Platform contrary to the Documentation, whether by the Customer or by any person authorized by the Customer;
3. a failure of the Customer to perform or observe any of its obligations in this Agreement; and/or,
4. an incompatibility between the Platform and any other system, network, application, program, hardware or software not specified as compatible in the Platform Specification.

"Platform Specification" means the specification for the Platform set out in Part 3 of Schedule 1 (Platform particulars) and in the Documentation.

"Provider" is the licensor of CMS Software and Platform as defined in the Sales Proposal between Provider and Customer.

"Sales Proposal" is the initial agreement and authorization between Customer and Provider to acquire CMS Software and Services as provided herein.

"Schedule" means any schedule(s) attached to the main body of this Agreement;

"Seat(s)" means concurrent Authorized User(s) of the CMS Software pursuant to the terms of this Agreement. The current minimum Seats per agency is three (3).

"Services" means any services that the Provider provides to the Customer, or has an obligation to provide to the Customer, under the Agreement;

"Set Up Services" means the configuration, implementation, conversion, and integration of the Platform in accordance with Part 2 of Schedule 1 (Platform);

"Support Services" means support in relation to the use of, and the identification and resolution of errors in, the Platform, but shall not include the provision of training or Set Up Services;

"Supported Web Browser" means the current release of web browsers identified at https://www.hawksoft.com/support/system-requirements/

"Term" means the term of this Agreement, commencing in accordance with Section 2.1 and ending in accordance with Section 2.2;

"Third Party Service Provider" means a contractor for or agent of Provider that may assist in the delivery of Services to Customer, including, but not limited to Cloud Services, Platform, Set Up Services, and Support Services.

"Update" means a hotfix, patch or version update to any Platform software.

2. Term

2.1 This Agreement shall come into force upon the Effective Date.

2.2 This Agreement shall continue in force based on the Term defined in the Sales Proposal or, in the absence a term commitment in the Sales Proposal, on a month to month basis.

3. Set Up Services

3.1 The Provider shall provide Set Up Services to the Customer.

3.2 The Provider shall use reasonable efforts to ensure that the Set Up Services are provided as soon as practical following the Effective Date.

3.3 The Customer acknowledges that a delay in the Customer performing its obligations in this Agreement may result in a delay in the performance of the Set Up Services. Provider will not be liable to the Customer for any failure to meet the Set Up Services timetable to the extent that that failure arises out of a delay in the Customer performing its obligations under this Agreement.

3.4 Any Intellectual Property Rights that may be disclosed or otherwise provided out of the performance of the Set Up Services by the Provider shall be the exclusive property of the Provider.

4. Grant of License, Services, and Provisioning

4.1 Upon Provider’s authorization the Platform will generate an account for the Customer as soon as practical following the Effective Date and Provider will provide to the Customer login details as an Authorized User. The Provider shall also provide to the Customer login details for each Seat upon the completion of the Set Up Services.

4.2 The Provider hereby grants to the Customer a worldwide, revocable, non-exclusive license to use the Platform, including the CMS Software, by means of software installed by Provider as part of Set Up Services or a Supported Web Browser exclusively for the internal business purposes of the Customer in accordance with the Documentation.

4.3 The license granted by the Provider to the Customer under Section 4.2 is subject to the following limitations:

1. the Platform may only be used by Authorized User(s) and Authorized Users of the Customer; and,
2. the Platform may not be used at any point in time by more than the number of Seats purchased, providing that the Customer may add Seat licenses in accordance with the Provider’s then current terms and conditions for such.

4.4 Except to the extent expressly permitted in this Agreement, the license granted by the Provider to the Customer under Section 4.2 is subject to the following prohibitions:

1. the Customer may not sub-license its right to access and use the Platform to a third party;
2. the Customer may not permit any unauthorized person to access or use the Platform;
3. the Customer may not use the Platform to provide services not in accordance with the Documentation to third parties; and
4. the Customer may not make any alteration to the Platform.

4.5 The Customer shall use all reasonable efforts, including security measures relating to Authorized User access, to ensure that no unauthorized person may gain access to the Platform using any Seat.

4.6 The parties acknowledge and agree that Schedule 3 (Availability SLA) shall govern the availability of the Platform.

4.7 The Customer will comply with Schedule 2 (Acceptable Use Policy), and must ensure that all persons using the Platform with the authority of the Customer or by means of a Seat will strictly comply with Schedule 2 (Acceptable Use Policy).

4.8 The Customer may not use the Platform in any way that causes or may cause damage to the Platform or impairment to the availability or accessibility of the Platform.

4.9 The Customer must not use the Platform:

1. in any way that is unlawful, illegal, fraudulent or harmful; or
2. in connection with any unlawful, illegal, fraudulent or harmful purpose or activity.

4.10 The Customer has no right to and may not access the software code (including object code, intermediate code and source code) of the Platform, including the CMS Software, either during or after the Term. Customer shall not disassemble, decompile or reverse engineer the CMS Software.

4.11 The Provider may suspend access to and/or use of the Platform and any other Services if Customer is in breach of or default under the terms and conditions of the Agreement including if any amount due to be paid by the Customer to the Provider under the Agreement is past due.

5. Maintenance Services

5.1 The Provider will provide Maintenance Services to the Customer during the Term.

5.2 The Provider will provide Maintenance Services with reasonable skill and care.

5.3 The Provider shall provide Maintenance Services in accordance with Schedule 4 (Maintenance SLA).

5.4 The Provider may suspend the provision of Maintenance Services if Customer is in breach of or default under the terms and conditions of the Agreement including if any amount due to be paid by the Customer to the Provider under the Agreement is past due.

6. Support Services

6.1 The Provider shall provide Support Services to the Customer during the Term.

6.2 The Provider shall provide Support Services with reasonable skill and care.

6.3 The Provider shall provide Support Services in accordance with Schedule 5 (Support SLA).

6.4 The Provider may suspend the provision of Support Services if Customer is in breach of or default under the terms and conditions of the Agreement including if any amount due to be paid by the Customer to the Provider under the Agreement is past due.

7. Customer Obligations

7.1 Unless the parties have agreed otherwise in writing, the Customer must provide to the Provider, or procure for the Provider, such:

1. timely cooperation, support, and response to inquiries related to services provided under this Agreement; and
2. information and documentation as requested related to services provided under this Agreement.

7.2 Customers on Local Install will provide to or procure for the Provider, such access to the Customer's computer hardware, software, networks and systems as may be reasonably required by the Provider to enable the Provider to perform its obligations under this Agreement.

8. Customer Data

8.1 So Customers can benefit from the future enhancements to Provider’s Platform and API, the Provider may use, store, deliver, analyze, and process Client Data consistent with the specifications herein (“Permitted Purpose”).

8.2 Customer represents to the Provider that Customer's use of Client Data in accordance with this Agreement will not:

1. breach the provisions of any law, statute or regulation;
2. infringe the Intellectual Property Rights or other legal rights of any person; or
3. give rise to any cause of action against the Provider in any jurisdiction and under any applicable law.

8.3 If Customer uses Cloud Services, Provider shall create a back-up copy of the Client Data at least daily, shall ensure that each such copy is sufficient to enable the Provider to restore the Client Data to the state it was at the time the back-up was taken, and shall retain and securely store each such copy for a minimum period of 15 days.

8.4 Within the period of 1 Business Day following receipt of a written request from the Customer, the Provider shall reasonably undertake to restore to the Platform the Client Data stored in any back-up copy created and stored by the Provider in accordance with Section 8.3. The Customer acknowledges that this process will overwrite the Client Data stored on the Platform prior to the restoration.

8.5 Upon termination of this Agreement and Customer’s written request, and after all outstanding balances have been paid in full, Provider will provide to Customer, at no additional cost, the ability to self-generate a final backup of Client Data and a local copy of CMS Software such that Client Data can be viewed in read-only mode.

8.6 Client Data remains the sole ownership of the Customer. At no point in time does HawkSoft claim ownership of Client Data.

9. No Assignment of Intellectual Property Rights

9.1 Nothing in this Agreement shall operate to assign or transfer any Intellectual Property Rights from the Provider to the Customer or from the Customer to the Provider.

10. Charges

10.1 The Customer shall pay the Charges to the Provider in accordance with this Agreement.

10.2 All amounts stated in or in relation to this Agreement are, unless the context requires otherwise, stated exclusive of any applicable sales or value added taxes, which will be added to those amounts and payable by the Customer to the Provider.

10.3 Subject to the Schedules, the Provider may elect to revise or change any Charges by giving to the Customer not less than 30 days' notice per Section 21.

10.4 Except as otherwise specified herein or as provided at Schedule 1, Section 4, Charges are based on Services purchased and/or actual usage.

10.5 Customer may dispute, in good faith, any Charges. Customer must submit to Provider documentation explaining the disputed Charges within 30 days of Billing. Customer must have paid all Charges current in order for Provider to consider, investigate and respond to the disputed billing. Provider will respond to Customer’s dispute within 15 days of receipt.

11. Payments

11.1 The Customer must pay the Charges to the Provider as set out in the Sales Proposal or current rate schedule for your agency, and as Seats, features and applications are added or removed by an Authorized Representative of the Customer.

11.2 The Customer must pay the Charges by debit card, credit card, or direct debit.

11.3 If the Customer does not pay any amount due to the Provider under this Agreement, the Provider may pursue any remedies available under the law including the following:

1. Interest charges on any past due amount per Schedule 1, Section 4;
2. Late fees per Schedule 1, Section 4; and,
3. Suspension and/or termination of access to the Platform.

11.4 Seats added by Customer within one (1) year of the Effective Date may require a one-time setup and self-guided training fee. At any time, if Provider detects an atypical increase of seats, as defined by Provider, Provider reserves the right to investigate and receive additional one-time setup and training fee remuneration from Customer.

12. Provider's Confidentiality Obligations

12.1 The Provider represents:

1. other than as provided herein, not disclose the Client Data in a non-anonymous manner to any person without the Customer's prior documented consent;
2. use the same degree of care to protect the confidentiality of the Client Data as the Provider uses to protect the Provider's own confidential information of a similar nature, being at least a reasonable degree of care; and,
3. not use any of the Client Data for any purpose other than the Permitted Purpose.

12.2 Notwithstanding Section 12.1, the Provider may disclose the Client Data to the Provider's officers and employees who have a need to access the Client Data for the performance of their work with respect to the Permitted Purpose and those who have a professional obligation to protect the confidentiality of the Client Data. Further, Customer acknowledges that Third-Party Service Providers may have access to Client Data.

12.3 This Section 12 imposes no obligations upon the Provider with respect to Client Data that:

1. is known to the Provider before disclosure under this Agreement and is not subject to any other obligation of confidentiality;
2. is or becomes publicly known through no act or fault of the Provider; or
3. is obtained by the Provider from a third party in circumstances where the Provider has no reason to believe that there has been a breach of an obligation of confidentiality.

12.4 The restrictions in this Section 12 do not apply to the extent that any Client Data is required to be disclosed by any law or regulation, by any judicial or governmental order or subpoena.

12.5 Customer acknowledges that 30 days following any termination of this Agreement, Provider may delete, remove, or erase all Client Data from the Platform. Provider will, thereafter, have no obligation or responsibility to preserve, maintain, or recover such data.

13. Data Protection

13.1 The Customer represents to the Provider that Customer has the legal right to provide Client Data to the Provider under or in connection with this Agreement, and that the processing of Client Data by the Provider for the Permitted Purpose in accordance with this Agreement will not breach any contractual obligation or applicable data protection or data privacy laws.

13.2 The Provider represents to the Customer that:

1. it has in place appropriate security measures against unlawful or unauthorized processing, loss, or corruption of Client Data;
2. it will only process the Client Data for the purposes of performing its obligations and exercising its rights under this Agreement; and,
3. it will process the Client Data in compliance with all applicable laws.

13.3 The Provider shall notify the Customer promptly if:

1. any of the Client Data is breached, lost, destroyed, damaged, corrupted, or unusable; or
2. the Provider receives any complaint or regulatory notice which relates to the processing of any of the Client Data; or
3. the Provider receives a request or demand for access to any of the Client Data.

13.4 Subject to other provisions herein, the Provider shall co-operate with the Customer in relation to:

1. any request from the Customer to amend or delete any of the Client Data;
2. any complaint or regulatory notification relating to the processing of any of the Client Data; and
3. any request for access to any of the Client Data, all at the cost and expense of the Customer.

14. Warranties

14.1 The Provider represents to the Customer that:

1. the Provider has the legal right and authority to enter into this Agreement and to perform its obligations under this Agreement;
2. the Provider will comply with all applicable legal and regulatory requirements applying to the exercise of the Provider's rights and the fulfilment of the Provider's obligations under this Agreement;
3. the Provider has or has access to all necessary know-how, expertise and experience to perform its obligations under this Agreement;
4. the Platform will conform in all material respects with the Platform Specification; and,
5. the Platform will incorporate security features reflecting the requirements of good industry practice.

14.2 The Provider represents to the Customer that the Platform, when used by the Customer in accordance with this Agreement, will not breach any applicable laws, statutes or regulations.

14.3 The Provider represents to the Customer that the Platform, when used by the Customer in accordance with this Agreement, will not infringe the Intellectual Property Rights of any Person and is unaware of and not involved currently in any lawsuits relating to infringement.

14.4 If the Provider reasonably determines, or any third party alleges, that the use of the Platform by the Customer in accordance with this Agreement infringes on any Person's Intellectual Property Rights, the Provider may at its own cost and expense:

1. modify the Platform in such a way that they no longer infringe the relevant Intellectual Property Rights; or
2. procure for the Customer the right to use the Platform in accordance with this Agreement; or
3. if Provider is unable to do either of the above, Customer will have the right, at its sole option, to immediately terminate the Agreement with no penalty.

14.5 The Customer represents to the Provider that it has the legal right and authority to enter into this Agreement and to perform its obligations under the Agreement.

14.6 All of the parties' warranties and representations in respect of the subject matter of this Agreement are expressly set out in this Agreement. To the maximum extent permitted by applicable law, no other warranties or representations concerning the subject matter of this Agreement will be implied into the Agreement or any related contract.

15. Acknowledgements and Warranty Limitations

15.1 The Customer acknowledges that complex software may not be wholly free from defects, errors and bugs; and subject to the other provisions of this Agreement, including but not limited to Provider’s obligation to promptly provide Support Services and to timely identify and resolve Platform Defects, the Provider gives no warranty or representation that the Platform will be wholly free from defects, errors and bugs.

15.2 The Customer acknowledges that complex software is never entirely free from security vulnerabilities; and subject to the other provisions of this Agreement, including but not limited to Provider’s obligations to comply with all applicable laws and its further obligations as detailed in this Agreement, the Provider gives no warranty or representation that the Platform will be entirely secure.

15.3 The Customer acknowledges that the Platform are designed to be compatible only with that software and those systems specified as compatible in the Platform Specification; and the Provider does not warrant or represent that the Platform will be compatible with any other software or systems.

15.4 The Customer acknowledges that the Provider will not provide any legal, financial, accountancy or taxation advice under this Agreement or in relation to the Platform; and, except to the extent expressly provided otherwise in this Agreement, the Provider does not warrant or represent that the Platform or the use of the Platform by the Customer will not give rise to any legal liability on the part of the Customer or any other person.

16. Indemnities

16.1 The Provider shall defend, hold harmless, and shall keep indemnified the Customer against any and all liabilities, damages, losses, costs and expenses (including legal expenses and amounts reasonably paid in settlement of legal claims) suffered or incurred by the Customer and arising directly as a result of any breach by the Provider of this Agreement (a "Provider Indemnity Event").

16.2 The Customer must:

1. upon becoming aware of an actual or potential Provider Indemnity Event, notify the Provider in writing;
2. provide to the Provider all assistance as may be reasonably requested by the Provider in relation to the Provider Indemnity Event;
3. allow the Provider the exclusive conduct of all disputes, proceedings, negotiations and settlements with third parties relating to the Provider Indemnity Event; and
4. not admit liability to any third party in connection with the Provider Indemnity Event or settle any disputes or proceedings involving a third party and relating to the Provider Indemnity Event without the prior written consent of the Provider, and the Provider's obligation to indemnify the Customer under Section 16.1 shall not apply unless the Customer complies with the requirements of this Section 16.2.

16.3 The Customer shall defend, hold harmless, and shall keep indemnified the Provider against any and all liabilities, damages, losses, costs and expenses (including legal expenses and amounts reasonably paid in settlement of legal claims) suffered or incurred by the Provider and arising directly or indirectly as a result of any breach by the Customer of this Agreement (a "Customer Indemnity Event").

16.4 The Provider must:

1. upon becoming aware of an actual or potential Customer Indemnity Event, notify the Customer;
2. provide to the Customer all such assistance as may be reasonably requested by the Customer in relation to the Customer Indemnity Event;
3. allow the Customer the exclusive conduct of all disputes, proceedings, negotiations and settlements with third parties relating to the Customer Indemnity Event; and
4. not admit liability to any third party in connection with the Customer Indemnity Event or settle any disputes or proceedings involving a third party and relating to the Customer Indemnity Event without the prior written consent of the Customer, without prejudice to the Customer's obligations under Section 16.3.

16.5 The indemnity protections set out in this Section 16 shall be subject to any and all limitations and exclusions of liability set out in the Agreement.

17. Limitations and Exclusions of Liability

17.1 Neither party shall be liable to the other for indirect, special, incidental, exemplary, or consequential damages (including, without limitation, lost profits) related to, arising from or under this Agreement or resulting from Customer’s use or inability to use the CMS Software, arising from any claim or cause of action whatsoever, including contract, warranty, strict liability or negligence. Under no circumstances shall the liability of Provider to Customer exceed the amounts paid by Customer to Provider under this Agreement.

17.2 Neither party shall be liable to the other party in respect of any losses arising out of a Force Majeure Event.

18. Force Majeure Event

18.1 If a Force Majeure Event gives rise to a failure or delay in either party performing any obligation under this Agreement (other than any obligation to make a payment), that obligation will be suspended for the duration of the Force Majeure Event.

18.2 A party that becomes aware of a Force Majeure Event which gives rise to, or which is likely to give rise to, any failure or delay in that party performing any obligation under this Agreement, must:

1. promptly notify the other; and
2. inform the other of the period for which it is estimated that such failure or delay will continue.

18.3 A party whose performance of its obligations under this Agreement is affected by a Force Majeure Event must take reasonable steps to mitigate the effects of the Force Majeure Event.

19. Termination

19.1 Either party may terminate this Agreement by giving to the other party not less than 30 days' written notice of termination.

19.2 Either party may terminate this Agreement immediately by giving notice of termination to the other party if:

1. the other party commits any material breach of the Agreement, and:
   1. the breach is not remediable; or
   2. the breach is remediable, but the other party fails to remedy the breach within the period of 10 days following the giving of a notice to the other party requiring the breach to be remedied; or
2. the other party repeatedly breaches the Agreement (irrespective of whether such breaches collectively constitute a material breach).

19.3 Either party may terminate this Agreement immediately by giving written notice of termination to the other party if:

1. the other party:
   1. is legally dissolved or ceases doing business;
   2. is or becomes unable to pay its debts as they fall due;
   3. is or becomes insolvent or is declared insolvent; or
   4. convenes a meeting to make or proposes to make any payment arrangement or work-out with its creditors;
2. an administrator, administrative receiver, liquidator, receiver, trustee, manager or similar is appointed over any of the assets of the other party;
3. an order is made for the winding up of the other party, or the other party passes a resolution for its winding up.

19.4 As provided in 4.11, the Provider may terminate this Agreement immediately by giving written notice to the Customer if:

1. any amount due to be paid by the Customer to the Provider under the Agreement is unpaid by the due date and remains unpaid upon the date that that written notice of termination is given; and
2. the Provider has given to the Customer at least 10 days' written notice, following the failure to pay, of its intention to terminate the Agreement in accordance with this Section.

20. Effects of Termination

20.1 Upon the termination of this Agreement, all of the provisions of this Agreement shall cease to have effect, save that the following provisions of this Agreement shall survive and continue to have effect (in accordance with their express terms or otherwise indefinitely): Sections 1, 4.10, 9, 11, 12, 16, 17, 19, 20, 21, 23, 24, 25, 26, 28, 29 and 30.

20.2 The termination of this Agreement shall not affect the accrued rights of either party.

20.3 Within 30 days following the termination of this Agreement for any reason:

1. the Customer must pay to the Provider any Charges, including accrued interest with respect to Services provided to the Customer before the termination of the Agreement; and,
2. the Provider must refund to the Customer any Charges paid by the Customer to the Provider with respect to Services that were to be provided to the Customer after the termination of the Agreement, all without prejudice to the parties' other legal rights.

21. Notices

21.1 Any notice from one party to the other party under this Agreement must be given by one of the following methods:

1. delivered personally or sent by courier, in which case the notice shall be deemed to be received upon delivery; or
2. sent by certified mail, return receipt requested, in which case the notice shall be deemed to be received 3 Business Days following posting; or
3. via facsimile with confirmation of receipt; or
4. via e-mail with recipient response to Authorized Representative.

Each party shall timely notify the other of any changes to the respective party’s contact information and Authorized Representatives. Each party is entitled to rely upon other party’s most recent contact information for all notices provided herein.

21.2 The Provider's contact details for notices are as follows:

HawkSoft Inc.
Attn: Billing
1230 SE 3^rd Avenue
Canby, OR 97013
Fax: 503-564-0040
Email: billing@hawksoft.com

21.3 To contact HawkSoft with any questions or concerns about these Terms & Conditions, or to report a security-related incident, please send an email to legal@hawksoft.com.

22. Subcontracting

22.1 The Provider may subcontract any of its obligations under this Agreement.

22.2 The Provider shall remain responsible to the Customer for the performance of any subcontracted obligations under this Agreement.

22.3 Notwithstanding any other provision of this Agreement, the Customer acknowledges and agrees that the Provider may subcontract to any reputable Third Party Service Provider the hosting of the Platform and the provision of services in relation to the support and maintenance of elements of the Platform.

23. Assignment

23.1 The Customer hereby agrees that the Provider may, after 30 days' written notice to Customer, assign or transfer the Provider's contractual rights and obligations under this Agreement.

23.2 The Customer may not assign, transfer, or otherwise deal with the Customer's contractual rights and/or obligations under this Agreement without the prior written evidence of a change of ownership.

24. No Waivers

24.1 No breach of any provision of this Agreement will be waived except with the express written consent of the party not in breach.

24.2 No waiver of any breach of any provision of this Agreement shall be construed as a further or continuing waiver of any breach of that provision or any other provision of the Agreement.

25. Severability

25.1 If a provision of this Agreement is determined by any court or other competent authority to be unlawful and/or unenforceable, the other provisions will continue in effect.

25.2 If any unlawful and/or unenforceable provision of this Agreement would be lawful or enforceable if part of it were deleted, that part will be deemed to be deleted, and the rest of the provision will continue in effect.

26. Third Party Rights

26.1 This Agreement is for the benefit of the parties and is not intended to benefit or be enforceable by any third party.

26.2 The exercise of the parties' rights under this Agreement is not subject to the consent of any third party.

27. Modification

27.1 Notwithstanding, the Provider may modify or amend this Agreement by giving to the Customer at least 15 days’ notice of the proposed changes, providing that if the Provider gives to the Customer a notice under this Section, the Customer shall have the right to terminate the Agreement by giving notice of termination to the Provider at any time during the period of 15 days following receipt of the Provider's notice.

28. Entire Agreement

28.1 The Sales Proposal or the current rate schedule for your agency, and the Agreement, as defined in the CMS Software and Hosting Agreement, shall constitute the entire agreement between the parties, and shall supersede all previous agreements, arrangements and understandings between the parties with respect to Services.

29. Law and Jurisdiction

29.1 This Agreement shall be governed by and construed in accordance with the laws of the state of Oregon.

29.2 Any disputes relating to this Agreement shall be subject to the exclusive jurisdiction of the state courts of Oregon.

30. Interpretation

30.1 The section headings do not affect the interpretation of this Agreement.

30.2 In this Agreement, general words shall not be given a restrictive interpretation by reason of being preceded or followed by words indicating a particular class of acts, matters or things.

31. Authority

31.1 Customer represents that Customer has the full power, capacity, and authority to accept this Agreement. If Customer is accepting on behalf of its employer or another entity, Customer represents that it has full legal authority to bind its employer or such entity to this Agreement.

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Schedule 1

1. Customer Details

Customer shall limit its use of the CMS Software to the number of Seats licensed and ensure only fully trained, Authorized Users have access to and use of the CMS Software. Customer agrees to use the CMS Software only for Customer’s own business activities. Customer shall not (i) permit any parent, subsidiary, affiliated entity or third party to access the CMS Software; (ii) process or permit to be processed the data of any other person or entity using the CMS Software; nor, (iii) use the CMS Software in the operation of a service bureau. Customer may acquire additional Seats for the Software for an additional fee.

2. Set Up Services

Provider will make available to the Customer the Platform, and install any software required to access or use the Platform on Customer equipment for the number of Seats licensed under the terms of this Agreement. Provider will provide Platform configuration and implementation consulting in scheduled sessions to Customer within the first 60 days of installation. Provider will make training resources available to Authorized Users.

3. Platform Specifications

Provider agrees to provide Customer with access to Platform. Customer will have access to 10 gigabytes of highly available, protected data storage per User. Access to additional data storage may be added for an additional fee as set forth in Schedule 1, Section 4. Software applications other than those provided by the Platform may be made available for Customer’s use on the Platform at the sole discretion of the Provider and for an additional fee as set forth in Schedule 1, Section 4.

To access the Platform, Customer must provide and use only equipment, hardware and software that meets system requirements as defined and kept updated at https://www.hawksoft.com/support/system-requirements.

4. Financial Provisions

Customer will make payment for Platform, Set Up Services, and Support Services in the amount, manner and schedule all as set forth in the Sales Proposal or current rate schedule for your agency, as amended. Payment options, calculations and discounts are provided therein. Set Up Services fees, whether paid in full upfront or paid by installment plan, are fully earned upon execution of this Agreement. Other software services and applications may be provided and hosted at the Platform, for an additional fee. A list of these services and applications can be found at https://www.hawksoft.com/terms/additional-services.

5. Maintenance

1. Scope of Maintenance Services. During the term of this Agreement, Provider will provide Customer the following Standard Maintenance Services for the Software:
   1. Corrections of defects in the Platform as identified by Provider; and,
   2. Periodic Updates of the Platform, at the sole discretion of Provider, that may incorporate: corrections of defects; fixes of any minor bugs; and enhancements to the CMS Software; and,
   3. Telephone support, e-mail support, chat support, and remote desktop access during Provider’s regular business hours.
2. Services Not Included. Maintenance Services do not include:
   1. Charged-for-Enhancements available at Provider’s sole discretion;
   2. Custom Programming Services;
   3. Onsite support and/or training;
   4. Customer's hardware and related network support;
   5. After-hours support, except as offered at the Provider’s sole discretion, for an additional fee charged according to Schedule 1, Section 4;
   6. Relocation of the software and/or of the data contained in the software, except at the sole discretion of the Provider, subject to a fee as defined Schedule 1, Section 4;
   7. Training for Customer and its Authorized Users beyond what is provided in Schedule 1, Section 2.

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Schedule 2 (Acceptable Use Policy)

Customer’s continued use of CMS Software constitutes acceptance of the Acceptable Use Policy hereunder and the terms and conditions set forth at https://www.hawksoft.com/terms/agreement, both of which are subject to change from time to time.

1. Introduction

1.1 This acceptable use policy (the "Policy") sets out the rules governing:

1. the use of Platform; and,
2. the transmission, storage and processing of Content by you, or by any person on your behalf using the Platform.

1.2 References in this Policy to "you" are to Customer (and "your" should be construed accordingly); and references in this Policy to "us" are to HawkSoft, Inc. and/or its subcontractors, (and "we" and "our" should be construed accordingly).

1.3 By using the Platform, you agree to the rules set out in this Policy.

2. General usage rules

2.1 You may not use the Services in any way that causes, or may cause, damage to the Services or impairment of the availability or accessibility of the Services.

2.2 You may not use the Services:

1. in any way that is unlawful, illegal, fraudulent or harmful; or
2. in connection with any unlawful, illegal, fraudulent or harmful purpose or activity.

2.3 You will ensure that all Content complies with the provisions of this Policy.

3. Unlawful Content

3.1 Content must not be illegal or unlawful, must not infringe any Person's legal rights as set forth below.

3.2 Content, and the use of Content by you in any manner licensed or otherwise authorized by you, must not:

1. be libellous or maliciously false;
2. be obscene or indecent;
3. infringe any copyright, trade mark right, design right, right in passing off, or other intellectual property right;
4. infringe any right of confidence, right of privacy, or right under data protection laws;
5. constitute an incitement to commit a crime, instructions for the commission of a crime, or the promotion of criminal activity;
6. be in contempt of any court, or in breach of any court order;
7. constitute a violation of any laws protecting on account of religion, race, sex, age, ethnicity, national origin, or sexual orientation;
8. constitute a violation of official secrets or national security laws;
9. constitute a breach of any contractual obligation owed to any person;

3.3 Customer must ensure that Content is not the subject of any threatened or actual legal proceedings or other similar complaint.

4. Graphic material

4.1 Content must be appropriate for all persons who have access to or are likely to access the Content in question.

4.2 Content may not depict violence in an explicit, graphic or gratuitous manner.

4.3 Content may not be pornographic or sexually explicit.

4.4 Images may not portray or present persons under 18 years of age in any fashion or manner.

5. Factual accuracy

5.1 Content must not be intentionally untrue, false, inaccurate or misleading.

5.2 Statements of fact contained in Content and relating to persons (legal or natural) must be true; and statements of opinion contained in Content and relating to persons (legal or natural) must be reasonable, be honestly held and indicate the basis of the opinion.

6. Negligent advice

6.1 You may not use the Services to provide legal, financial, investment, taxation, accountancy, medical, or other professional advisory services unless you are licensed, certified, or otherwise educationally qualified to render such services.

6.2 Content may not consist of or contain any advice, instructions or other information that, if acted upon, cause death, illness or personal injury, damage to property, or any other loss or damage.

7. Etiquette

7.1Content may be appropriate, civil and tasteful, and accord with generally accepted standards of etiquette and behavior on the internet and the business community.

7.2Content may not be offensive, deceptive, threatening, abusive, harassing, menacing, hateful, discriminatory or inflammatory.

7.3Content may not be used or cause annoyance, inconvenience, or needless anxiety.

7.4You may not use the Services to send any hostile or threatening communication or any communication intended to insult, degrade, or intimidate.

7.5You may not use the Services for the purpose of deliberately upsetting or offending others.

8. Marketing and spam

8.1Any electronic mail message the primary purpose of which is the commercial advertisement or promotion of a commercial product or service, must comply with the CAN-SPAM Act.

8.2Customer shall not use Services to store or transmit spam as defined by the Federal Trade Commission's (FTC) CAN-SPAM Act.

8.3You may not use the Services to promote or operate any chain letters, Ponzi schemes, pyramid schemes, matrix programs, "get rich quick" schemes or similar letters, schemes or programs.

8.4Customer shall not use Services or text messaging in violation of the Federal Communications Commission's (FCC) Telephone Consumer Protection Act.

9. Gambling

9.1You may not use the Services for any purpose relating to gambling, gaming, betting, lotteries, sweepstakes, prize competitions or any gambling-related activity.

10. Monitoring

10.1 You acknowledge that Provider may monitor the Content and the use of the Services.

11. Harmful software

11.1 The Content must not contain or consist of, and you must not promote or distribute by means of the Services, any viruses, worms, spyware, adware or other harmful or malicious software, programs, routines, applications or technologies.

11.2 The Content must not contain or consist of, and you must not promote or distribute by means of the Services, any software, programs, routines, applications or technologies that will or may have a material negative effect upon the performance of a computer or introduce material security risks to a computer.

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Schedule 3 (Availability SLA)

1. Introduction to availability SLA

1.1 This Schedule 3 sets out the Provider's availability commitments relating to the Platform.

1.2 In this Schedule 3, "uptime" means the percentage of time during a given month when the Platform is available at the point of the Customer’s public internet gateway.

2. Availability

2.1 The Provider shall use all reasonable efforts to ensure that the uptime for the Platform is at least 99.5% during each calendar month with the exception of Force Majeure Events.

3. Service credits

3.1 With respect of each calendar month during which the Platform uptime is less than specified in Paragraph 2.1, the Provider may, at its sole discretion, issue service credits to Customer.

3.2 Service credits (“Credits”), if issued at Provider’s sole discretion, shall be the sole and exclusive remedy of the Customer in relation to any failure by the Provider to meet the uptime availability in Paragraph 2.1.

3.4 The value of Credits may not exceed the total amount to be paid by Customer in any given month.

3.5 Upon the termination of this Agreement, the Customer's claim to Credits shall immediately cease, save any unused Credits previously allowed by Provider may be offset against amounts billed by the Provider with respect to Platform following such termination.

4. Exceptions

4.1 Downtime caused, directly or indirectly, by any of the following shall not be considered when calculating whether the Provider has met the uptime availability specified in Paragraph 2.1:

1. a Force Majeure Event;
2. a fault or failure of the internet or any public telecommunications network;
3. a fault or failure of the Customer's computer systems or networks;
4. any breach by the Customer of this Agreement; or
5. scheduled maintenance carried out in accordance with this Agreement.

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Schedule 4 (Maintenance SLA)

1. Introduction

1.1 Schedule 4 sets out the service levels applicable to the Maintenance Services.

2. Scheduled Maintenance Services

2.1 The Provider shall where practicable give to the Customer at least 5 Business Days' prior notice of scheduled Maintenance Services that may affect the availability of the Platform or may have a material negative impact upon the Platform, without prejudice to the Provider's other notice obligations under this Schedule 4.

2.2 The Provider will strive to provide all scheduled Maintenance Services outside Business Hours.

3. Updates

3.1 Provider shall apply Updates to the Platform as follows:

1. third party security Updates shall be applied to the Platform as soon as practical following release by the relevant third party, providing that the Provider may acting reasonably decide not to apply any particular third party security Update;
2. the Provider's security Updates shall be applied to the Platform promptly following the identification of the relevant security risk and the completion of the testing of the relevant Update; and
3. other Updates shall be applied to the Platform in accordance with any timetable notified by the Provider to the Customer.

4. Upgrades

4.1 The Provider may produce Upgrades during the Term.

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Schedule 5 (Support SLA)

1. Introduction

1.1 This Schedule 5 sets out the service levels applicable to the Support Services.

2. Helpdesk

2.1 The Provider will make available to the Customer a helpdesk in accordance with the provisions of this Schedule 5.

2.2 The Customer may use the helpdesk for the purposes of requesting and, where applicable, receiving the Support Services; and the Customer must not use the helpdesk for any other purpose.

2.3 The Provider shall ensure that the helpdesk is accessible by telephone, email, and chat.

2.4 The Provider will ensure that the helpdesk is operational during Business Hours during the Term.

2.5 The Customer will ensure that all requests for Support Services that it makes shall be made through the helpdesk.

3. Response and resolution

3.1 Issues raised through the Support Services can be categorized as Inacessible Network if the Platform is inoperable or a core function of the Platform is unavailable. Tickets categorized as such will be prioritized and addressed by the next available support resource.

3.2 The Provider shall determine, acting reasonably, into which severity category an issue falls.

3.3 The Provider shall use reasonable efforts to respond to requests for Support Services promptly.

3.4 The Provider shall ensure that its response to a request for Support Services shall include the following information (to the extent such information is relevant to the request): an acknowledgement of receipt of the request, where practicable an initial diagnosis in relation to any reported error, and an anticipated timetable for action in relation to the request.

3.5 The Provider shall use reasonable efforts to resolve issues raised through the Support Services promptly.

4. Provision of Support Services

4.1 The Support Services will be provided remotely, save to the extent that the parties agree otherwise in writing.

5. Limitations on Support Services

5.1 The Provider shall have no obligation to provide Support Services in respect of any issue caused by:

1. the improper use of the Platform by the Customer; or
2. any alteration to the Platform made by Customer without the prior consent of the Provider.

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Schedule 6 (Nationwide Captive Agencies Only)

Redacted.

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Schedule 7 (Requirements for Hawksoft Managed Services customers)

1. ADDITIONAL EXPENSES

Additional charges for computer services, fax transmissions, and other out of pocket expenses, including postage, etc., may be added to your monthly bill. Such charges are in addition to the fee above and will be due and payable upon receipt of invoice.

TERMS OF PAYMENT

All billings are “DUE ON RECEIPT.” All amounts unpaid after 30 days are subject to interest at 2% per month (24% per annum), calculated from the invoice date, on the total outstanding amount.

TERMINATION

Termination terms are listed in Section 19 of the HawkSoft Terms & Conditions.

CONFIDENTIALITY

The Client acknowledges that HawkSoft Managed Services, LLC, in the course of their work, may view or otherwise come into contact with information the Client considers confidential. Confidentiality obligations for HawkSoft Managed Services, LLC can be found in Section 12 of the HawkSoft Terms & Conditions.

LAW AND JURISDICTION

This agreement shall be governed per the law and jurisdiction information in Section 29 of the HawkSoft Terms & Conditions.

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Schedule 8 (ACORD FORMS LICENSE)

Starting January 1, 2020, ACORD requires agencies to have a direct licensing relationship with them to use ACORD Forms. If you have questions about this change, please contact ACORD: https://www.acord.org/formslicense

THIS PRODUCT INCORPORATES LICENSED COPYRIGHTED AND OTHER PROPRIETARY MATERIAL OF ACORD CORPORATION, INCLUDING ACORD STANDARDIZED FORMS. ACORD FORMS ARE LICENSED BY ACORD, NOT SOLD.

YOU ACKNOWLEDGE AND AGREE THAT YOU MUST BE PARTY TO A WRITTEN LICENSE AGREEMENT DIRECTLY WITH ACORD CORPORATION IN ORDER TO USE THE ACORD FORMS CONTAINED IN THIS PRODUCT, AND REPRESENT AND WARRANT THAT YOU WILL OBTAIN SUCH A LICENSE PRIOR TO USING ACORD FORMS. NEITHER THE PROVIDER OF THIS PRODUCT, NOR ANY THIRD PARTY, CAN GRANT LICENSES TO USE ACORD FORMS. YOU CAN OBTAIN A LICENSE AGREEMENT PERMITTING YOU AND YOUR USERS TO USE ACORD FORMS, WHICH MAY REQUIRE YOU TO PAY FEES TO ACORD, BY CONTACTING ACORD AT +1-845-620-1700 OR THROUGH THE ADDITIONAL CONTACT INFORMATION AVAILABLE AT WWW.ACORD.ORG

ACORD FORMS ARE MODIFIED PERIODICALLY TO REFLECT CHANGING LEGAL, INDUSTRY AND OTHER REQUIREMENTS. THE ACORD FORMS CONTAINED IN THIS PRODUCT MAY NOT BE THE MOST CURRENT MATERIALS THAT ACORD PUBLISHES.

USING OUTDATED ACORD FORMS MAY BE PROHIBITED IN CERTAIN CASES BY GOVERNMENT REGULATORS AND INCREASES THE RISK OF LEGAL ACTION BY INSUREDS AND OTHER THIRD PARTIES.

IT IS SOLELY YOUR RESPONSIBILITY TO CONFIRM THAT YOU ARE USING ONLY THE MOST CURRENT FORMS THAT ACORD PUBLISHES. YOU MAY DETERMINE THE CURRENCY OR NON-CURRENCY OF ACORD FORMS BY CONSULTING THE FORMS INFORMATION SECTION OF ACORD’S WEBSITE (WWW.ACORD.ORG).

ACORD is an intended third-party beneficiary of the above provisions. The above provisions are made expressly for the benefit of, and are enforceable by, ACORD. The name ACORD and the ACORD logo are registered marks of ACORD Corporation.

 

Last Revision: July 29, 2022