Last update: March 23, 2022
These Master Terms and Conditions (the “Master Terms”) govern the provision, access and use of the Flinks Technology (as hereinafter defined) as provided by Flinks Technology Inc. (hereinafter “Flinks”) to Flinks’ clients (hereinafter the “Client”), as determined by Client’s applicable Order Form(s) (as hereinafter defined).
(Hereinafter individually a “Party” and collectively the “Parties”)
By accessing and using the Flinks Technology pursuant to any Order Form, Client agrees to be bound by and comply with these Master Terms. Any breach of these Master Terms may result in suspension and/or termination of Client’s access and/or use of the Flinks Technology and/or the End-Customer Data (as hereinafter defined).
“Account” means a singular account accessed from a Data Source using a Set(s) of Credentials that an End-Customer has provided to Flinks through the Embedded Services.
“Affiliate” means, as to any entity, any other entity that, directly or indirectly, controls, is controlled by or is under common control with such entity. For the purposes of this definition, “control” means direct or indirect ownership or control of more than fifty percent (50%) of the voting interests.
“Agreement” means, collectively, these Master Terms and any Order Form, Service Schedule, schedule and/or exhibit issued pursuant to the Master Terms.
“Aggregated Data” means Anonymized Data that has been combined with other datasets and which do not allow for the identification of Client, any Internal User nor any End-Customer.
“Anonymized Data” means (a) any data that does not identify Client, any Internal User or any End-Customer; and/or (b) any Personal Information that has undergone processes according to generally accepted industry standards which reasonably prevents an individual from being identified directly or indirectly.
“API” means application programming interface.
“Applicable Laws” means all applicable requirements, laws, statutes, codes, acts, ordinances, orders, decrees, injunctions, by-laws, rules, regulations, official plans, permits, licenses, authorisations, directions, and agreements, by and/or with all governmental authorities, including any court order, that now or at any time hereafter may be applicable, and as amended or replaced from time to time, including Applicable Privacy Laws.
“Applicable Privacy Laws” means all Applicable Laws regarding data protection, personal information and privacy, and all applicable principles, guidelines and codes issued by a competent data protection authority to which any Flinks entity or any Client entity may be subject, including any amendments or successors thereto, by any country, state, or other jurisdiction.
“Audit Report(s)” shall have the meaning ascribed to it in Section 7.2a).
“Client Materials” shall have the meaning ascribed to it in Section 9.2.
“Client Service(s)” means a customer-facing product, software, application or service that (a) is detailed by the Client during its onboarding process; (b) is owned and operated by the Client; (c) is intended to be provided by the Client to an End-Customer; and (d) may involve the Processing of the Applicable End-Customer Data, including the access, collection and/or extraction of such through Flinks Connect, subject to the End-Customer’s Consent.
“Client System(s)” means Client’s information technology infrastructure, including the computer systems, computer programs, peripherals, terminals, communications equipment and all other related hardware and software and connectivity products owned by, leased by, used by or otherwise under the control of Client that are used by Client to consume the Services, including, but not limited to, the Client Service. Client System does not include the Flinks Technology.
“Confidential Information” shall have the meaning ascribed to it in Section 8.1.
“Connection Method” means the technological mechanism that may be made available by Flinks to or on behalf of Client to allow End-Customers to authenticate themselves using their Set(s) of Credentials and, ultimately, to connect their Account(s) with the Client Services.
“Connection Method Availability” means stable access by the End-Customer to the Connection Method without substantial degradation of responsiveness.
“Consent” means a specific and express consent that is informed, unambiguous and freely given through a clear and affirmative action and for specific purposes by an individual and on their own behalf. Silence, pre-ticked boxes and inactivity shall not constitute Consent.
“Data Access Method” means a data distribution channel(s) or method(s) that may be made available by Flinks to or on behalf of Client and through which Applicable End-Customer Data (as hereinafter defined) is transmitted to or on behalf of Client on a read-access basis.
“Data Source” means a single repository of information (e.g., an internet site, server or document, as applicable) from which information can be extracted by Flinks.
“Disclosing Party” shall have the meaning ascribed to it in Section 8.1.
“Documentation” means the specifications, instructions, guidelines, and documents detailing the functionalities of the Services, as provided by Flinks.
“Embedded Services” means the component(s) of Services embedded within the Client Services and visible to the End-Customer, including the Connection Method where applicable.
“Emergency Maintenance” means critical system changes that cannot wait for Scheduled Maintenance. These changes could destabilize the system if not addressed expeditiously.
“End-Customer” means a Person residing in the Territory that is a customer of both (i) a Person controlling a Data Source, and (ii) the Client.
“End-Customer Agreement” means valid and enforceable terms and conditions governing the access and use of the Client Services by End-Customers.
“End-Customer Complaint(s)” means any material complaints, inquiries, issues or disputes by an End-Customer with regard to the Client Services (including the Embedded Services and access of End-Customer Data, the End-Customer Agreement, the Privacy Notice and Consents) that is either lodged directly with the Client or directed to the Client by Flinks or any third party.
“End-Customer Data” means an End-Customer’s Personal Information, as provided by the End-Customer and/or retrieved by Flinks from a Data Source, excluding Set(s) of Credentials.
“Error(s)” shall have the meaning ascribed to it in Section 2.6.
“Fees” shall have the meaning ascribed to it in Section 13.1.
“Flinks Connect” means the technological mechanism made available by Flinks to Client to allow Client to access the Services, view Reports, and view End-Customer Data on an End-Customer by End-Customer basis, as applicable.
“Flinks Connect Availability” means stable access by the Client to Flinks Connect without substantial degradation of responsiveness.
“Flinks Material” means (a) all materials that Flinks provides to Client for Client’s use of the Services, including without limitation the Documentation; (b) and any and all data and information (i) relating to Flinks or the products and business operations of Flinks or any personnel or providers of Flinks, or (ii) relating to the performance or operations of Flinks’ systems, including the Flinks Technology and the Data Access Method (where appliable); and (c) any deliverables, interfaces, integrations, reports, data outputs, customizations, configurations and other materials created or developed in connection with or pursuant to the Agreement, whether by a Party jointly or alone.
“Flinks Technology” means the underlying technologies, including, without limitation, computer programs, works of authorship, know-how, inventions, processes, data, APIs, data feed format, software development kits, platforms, codes, algorithms and similar technologies, and technical specifications, information and tables, and all improvements, derivative works, updates, fixes and new releases thereof, which are used and made available by Flinks to provide the Services. For the avoidance of doubt, the Flinks Technology includes (i) the Connection Method, and (ii) where Client has been identified as eligible to access End-Customer Data through the “Data Access Method” in accordance with the terms and conditions set forth in the applicable Service Schedule, if any.
“Force Majeure Event” shall mean circumstances beyond the reasonable control of a Party which cannot be reasonably foreseen and is not caused by the negligence of this Party, including, but not limited to, an act of God, fire, flood, storm, epidemic, pandemic (excluding COVID-19 and any related consequences), revolution, act of terrorism, electric or network failure, riot or civil commotion (but excluding strikes and industrial disputes of a third party).
“Indemnified Party” shall have the meaning ascribed to it in Section 11.1a).
“Indemnifying Party” shall have the meaning ascribed to it in Section 11.1a).
“Individual Privacy Rights” any of individuals’ privacy rights over their Personal Information under Applicable Privacy Laws, including, but not limited to, the right to access and the right to correct such Personal Information.
“Intellectual Property” means any and all intellectual property, including but not limited to works, inventions (whether patentable or not), discoveries, improvements, trade secrets, know-how, scientific formulae, data, information, images, reports, results, analysis, software, models, research and development information, technical information, prototypes, specifications, patterns, drawings, algorithms, products, compositions, processes and protocols, methods, tests, devices, computer programs, trademarks and any and all proprietary rights provided under patent law, copyright law, trademark law, design patents or industrial design law, semiconductor chip or mask work law, or any other statutory provision or civil or common law principle applicable to the protection of intangible proprietary information or rights, including trade secret law, which may provide a right in any of the foregoing as well as any and all applications, registrations or other evidence of a right in any of the foregoing.
“Internal User” means Client Personnel accessing Flinks Connect from time to time.
“Licensed Party” shall have the meaning ascribed to it in Section 9.3.
“Marks Owner” shall have the meaning ascribed to it in Section 9.3.
“Order Form” means an order form issued pursuant to these Master Terms, which i) includes at least one (1) Service Schedule, and ii) has been duly executed between the parties.
“Order Form Effective Date” means the date determined in Client’s applicable Order Form(s).
“Permitted Use of End-Customer Data” has the meaning ascribed to it in Section 5.2.
“Permitted Use of Services” has the meaning ascribed to it in Section 3.1.
“Person” means an individual, corporation, partnership, limited liability company, association, trust, unincorporated organization, or other legal entity or organization, or a government authority.
“Personal Information” means any information that would meet the definition of “personal information”, or of a similar nomenclature under Applicable Privacy Laws.
“Personnel” means employees, contractors, consultants or any other individuals employed or engaged by the applicable entity.
“Personal Information” means any information that would meet the definition of “personal information”, or of a similar nomenclature under Applicable Privacy Laws.
“Privacy Notice” means privacy notices, disclosures, and policies that accurately and clearly describe the Processing of Personal Information in connection with a Client Service and the Services, the whole in full compliance with Applicable Privacy Laws.
“Process” means to take any action or perform any operation or set of operations that the Services are capable of taking or performing on any data, information, or other content, including to collect, receive, input, upload, download, record, reproduce, store, organize, compile, combine, log, catalog, cross-reference, manage, maintain, copy, adapt, alter, translate, or make other derivative works or improvements, retrieve, output, consult, use, perform, display, disseminate, transmit, submit, post, transfer, disclose, or otherwise provide or make available, or block, erase, or destroy. For greater certainty, “Processing” and “Processed” shall have correlative meanings.
“Receiving Party” shall have the meaning ascribed to it in Section 8.1.
“Renewal Service Term” shall have the meaning ascribed to it in Client’s applicable Order Form(s).
“Reports” means the reports generated by the provision of Services by Flinks to Client from time to time.
“Scheduled Maintenance” means system/software/ Service maintenance that is scheduled to fix non-critical errors and implement system/software/Service changes. These are primarily scheduled during weekend off hours.
“Security Breach” means: (a) any act or omission that compromises or adversely affects the security, confidentiality, integrity and/or availability of any End-Customer Data, Flinks Material or Flinks Technology, including the Data Access Method where applicable to Client, or any Client System; and/or (b) the actual or reasonably suspected theft, loss, or unauthorized disclosure, acquisition, destruction, alteration, processing, access to, or misuse of any Flinks Material or End-Customer Data.
“Security Standards” shall have the meaning ascribed to it in Section 7.2a).
“Service(s)” shall have the meaning ascribed to it in Section 2.1.
“Service Schedule” means a schedule to an Order Form which i) sets forth Services to be provided pursuant to these Master Terms, ii) certain rights and obligations of either party in relation to such Services, and iii) the Fees for such Services.
“Set(s) of Credentials” means the username, online ID (or other user ID), passcode, password, challenge question and answer pairs, authentication token, or other identity confirmation information (provided by End-Customers) that are necessary for End-Customers to directly access their Account(s) and End-Customer Data at, through, or from a Data Source.
“Severity Levels” shall have the meaning ascribed to it in Schedule A to these Master Terms.
“Term” shall have the meaning ascribed to it in Section 4.1.
“Territory” means the territory of the United States of America, as determined in the Client’s Order Form(s), within which the Services may be used and deployed by Client.
“Trademarks” means a Person’s distinctive logos, names, brands, product names, phrase, word or symbol, whether trademarked or not.
Flinks shall provide Client with the services, as more fully set forth in an Order Form and related Service Schedule(s) pursuant thereto (the “Services”).
Flinks hereby grants to Client, in the Territory, a limited, revocable, non-exclusive, non-sublicensable, non-transferable license to:
The Parties agree and acknowledge that Client is solely responsible for providing, operating, maintaining and hosting the Client Services and the Client Systems. The Services and the Flinks Technology are hosted by Flinks.
As part of the Services, Flinks provides Client with access to a sandbox environment to configure and test the Services. The end-to-end integration requires Client-side and server-side configurations. Client may also develop a custom integration of the Services within the Client Services. Flinks shall have no liability whatsoever for such testing and integration if not done in accordance with the Documentation. Client agrees and understands that the sandbox must be used for testing and does not constitute a production environment. Prior to going into production, Client shall submit the sandbox integration for review by Flinks’ integration team. Flinks may reject any integration which is not secure, in violation of the Agreement or Applicable Laws, at its sole reasonable discretion, in which case, the Client shall submit a new integration workflow. This approval and refusal authority shall not create any liability for Flinks to find any possible issues, and Flinks’ approval shall not be considered as a warranty that the production environment will not contain any bugs, issues, or vulnerabilities.
Connection Method Availability and Flinks Connect Availability are monitored on a 24/7 basis and assessed on a monthly basis. Flinks commits to deploy its best efforts to ensure 99% Connection Method Availability and Flinks Connect Availability, excluding Scheduled Maintenance, Emergency Maintenance and any Data Source malfunction outside of Flinks’ control.
In the event that any bugs, defects, delays, hindrances, or other errors (collectively, “Errors”) occur, Client will report the Error to Flinks in accordance with the Severity Levels (to be reasonably determined by Client) as set forth in Schedule A to these Master Terms. Flinks commits to deploy its best efforts to respond to an Error, depending on the Severity Level, within the time frames set forth in such Schedule A, starting from the time Client notifies Flinks of the Error.
Notwithstanding anything to the contrary hereunder in any Order Form or related Service Schedule issued pursuant hereto, Client shall not distribute, re-distribute, white label, co-brand, and or sub-brand the Services or Flinks Technology to any third party in any manner, including, without limitation, as an integrated service with any Client Service and/or the Client Systems. Except as provided herein, no license under any patents or other intellectual property rights, express or implied, are granted by Flinks to Client under the Agreement. Any logos shown via the Embedded Services are for display purposes only, and Flinks makes no representations with respect to the use of such logos.
Subject to the terms of the Agreement (including the onboarding process and the suspension and termination provisions herein), Flinks permits Client, and Client agrees, to access and use (and allow, authorize, encourage, aid or attempt the access and use of the Services solely:
(the “Permitted Use of Services”).
The term of these Master Terms shall take effect as at the effective date of an applicable Order Form between the Parties and continue until all applicable Order Forms between the parties have been terminated or have otherwise expired (the “Term”).
Upon the expiration or termination of this Master Terms or any Order Form for any reason: (a) Client will immediately pay to Flinks the unpaid amount accrued for the Services provided to Client by Flinks up to and including the expiry or termination date; (b) any outstanding amount shall automatically be due and payable by Client to Flinks as at the date of termination, and all licenses, rights and authorizations granted under the terminated Order Form(s) will cease unless expressly stipulated otherwise; and (c) End-Customer Data will be deleted in the normal course of Flinks operations, provided however that Flinks reserves the right to preserve End-Customer Data if required to resolve a dispute or assert or defend any claim.
All Data Sources that are generally available to all Flinks clients operating exclusively in the Territory will be available to Client. Flinks will be entitled to remove any Data Source from the Services for any reason in its reasonable discretion.
Flinks permits Client, and Client agrees, to access and use (and allow, authorize, encourage, aid or attempt the access and use of) the End-Customer Data solely:
(the “Permitted Use of End-Customer Data”)
Client further acknowledges and agrees that any use of End-Customer Data that is not a Permitted Use of End-Customer Data is strictly prohibited.
Each Party will only Process Personal Information in compliance with Applicable Privacy Laws and any agreement between Client and End-Customer. The Parties agree to cooperate to enter into any appropriate agreements relating to new Applicable Privacy Laws as and when they apply, including data processing agreements between the Parties and their applicable Affiliate(s). Client shall cooperate with Flinks with respect to any registrations, filings or responses for applicable governmental organizations, data protection authorities, data protection working groups or commissions, works councils, or other third party obligations and requests related to the Services.
Client will procure, implement and maintain the Client Systems required to access and use the Services. Client will ensure that all Client Systems are compatible and operate optimally with Services (including without limitation the Connection Method, and where applicable, the Data Access Method, including any updates and replacements thereto). Flinks will not be responsible for any integration and compatibility issues, and non-compliance with any Applicable Laws, including fines and related costs and expenses, associated with Client’s use of the Services, or the operation or functionality of the Client Systems.
Although Flinks may hereunder impose upon Client certain conditions and parameters to ensure lawful access and use of its Services and the End-Customer Data, Client acknowledges and agrees that (a) Flinks does not exert any control over, nor does it manage and/or manipulate in any fashion, any End-Customer Data within the Client System, or otherwise within Client’s possession; and (b) consequently, Client shall be solely responsible and liable for all Processing of such End-Customer Data once it has been provided to Client in accordance with the terms of the Agreement.
Client shall be solely responsible for entering into valid and enforceable End-Customer Agreements with End-Customers or prospective End-Customers that comply with all Applicable Laws and that govern the performance and use of the Client Services (including the underlying Services). Client shall not make any representation, warranty, or other statements with respect to End-Customer Data that are contrary or otherwise inconsistent with the Documentation. All End-Customer Agreements shall provide:
Client shall be solely responsible to provide Privacy Notices and other clear and conspicuous disclosures to, and obtain all Consents from End-Customers and prospective End-Customers, that comply with all Applicable Laws and that covers how End-Customer Data is Processed by and on behalf of the Parties in connection with the Client Services (including the underlying Services), including with respect to any derivatives, compilations or combinations of End-Customer Data. Client shall not make any representation, warranty, or other statement or disclosure with respect to End-Customer Data that are contrary or otherwise inconsistent with the Documentation.
Client shall create and maintain records and copies of Consents, Privacy Notices and End-Customer Agreements, the time of acceptance thereof, and the scope and effective date (and, if applicable, expiration/termination dates) thereof.
Client shall be solely responsible for (a) establishing and making available to End-Customers a process for receiving and dealing with all End-Customer Complaints; and (b) managing and resolving any and all End-Customer Complaints. Client shall immediately notify Flinks in writing of any End-Customer Complaints that relate directly or indirectly to End-Customer Data, the Services or the Flinks Technology. Flinks will have the right to (c) request and receive any further information about the End-Customer Complaints or their handling by the Client; and (d) engage with the End-Customer directly regarding any End-Customer Complaints that relate directly or indirectly relate to End-Customer Data, the Services, or the Flinks Technology.
Each Party shall deploy adequate technical and organizational safeguards as reasonably required to assist the other Party in responding to any Individual Privacy Rights request in accordance with Applicable Privacy Laws and in a timely manner. If Flinks receives an Individual Privacy Rights request from an End-Customer in respect to their Personal Information, Flinks will not respond to that Individual Privacy Rights request except upon the documented instruction of the Client, or as required to comply with Applicable Laws, and shall transmit such Individual Privacy Rights request to the Client without undue delay for which Client shall be responsible for response. Flinks shall comply with any reasonable request by Client to assist with Client’s response to such Individual Privacy Rights request.
Each Party shall deploy appropriate technical and organizational safeguards to ensure the confidentiality, integrity and availability of End-Customer Data, taking into consideration the nature, scope, context, purpose and risks inherent to End-Customer Data. Without limiting the generality of the foregoing, each Party shall (a) encrypt all End-Customer Data at rest with AES 256 bit encryption; (b) use HTTPS 256-bit encryption (TLS 1.2, or such cryptographic protocol equivalent to, or exceeding, the functionality of same) for communication protocols for End-Customer Data in transit; d) enforce access controls on a need-to-know basis and following the principle of least privilege; e) provide its Personnel with information security awareness and training.
In the event of a Security Breach of the Services or other material cause for reasonable concern about security as related to the Services, Flinks will use best efforts to inform Client within forty-eight (48) hours of such event being known by Flinks, of the breach or cause for concern. Flinks shall cooperate with Client in the investigation and provide all necessary material related to Client and Client Services to satisfy Client’s investigation and resolution process. Flinks shall provide reasonable access to information reasonably required by Client and will make Personnel available to the extent reasonably necessary to answer questions or otherwise assist Client in determining the impact to the Services and the Client. At conclusion of incident, Flinks shall provide a written summary of the incident to Client.
In the event of a Security Breach of the Client Systems or other material cause for reasonable concern pertaining to Client’s security protocols in relation to Client’s use of the Services, Client will use best efforts to inform Flinks, within forty-eight (48) hours of such event being known by Client, of the breach or cause for concern. Client shall provide reasonable access to information reasonably required by Flinks and will make Personnel available to the extent reasonably necessary to answer questions or otherwise assist Flinks in determining the impact to the Services. All information exchanged in connection with this activity shall be deemed to be the Confidential Information of the Disclosing Party. In the event of a Security Breach of the Client’s site, or other material cause for reasonable concern about security, reported and confirmed by Client, Flinks reserves the right to suspend the Services upon written notice to Client until Flinks has reasonably determined that the incident does not pose a security or reputational risk to Flinks. Client will not be responsible for any charges or fees during the period of such Services suspension. If Client and Flinks are unable to agree on reinstatement of the Services, Client and Flinks shall have the right to immediately terminate all or part of the Services or the Agreement for convenience without cost or penalty.
The Receiving Party shall only use the Confidential Information of the Disclosing Party for the purposes set forth in the Agreement and shall protect such Confidential Information with at least the same degree of care and confidentiality, but not less than a reasonable standard of care and confidentiality, which the Receiving Party utilizes for its own Confidential Information, and in compliance with the Agreement. The Receiving Party shall take commercially reasonable steps as necessary to prevent the unauthorized access and disclosure of the Disclosing Party’s Confidential Information, such as enforcing access on a need-to-know basis.“Confidential Information” means any and all information of a party (the “Disclosing Party”) which has or will come into the possession of the other Party (the “Receiving Party”) concerning the business, properties, affairs or finances of the Disclosing Party, including, but not limited to, proprietary information and trade secrets, Personal Information, or anything that would reasonably be understood to require handling as Confidential Information. Confidential Information does not include information that (i) is, or becomes, generally available to the public through no act or failure to act of Receiving Party, (ii) is already known by the Receiving Party at the time of receipt, (iii) was provided to Receiving Party by a third party that Receiving Party could not reasonably have known to be bound by an obligation of confidentiality to Disclosing Party, and (iv) is independently developed by Receiving Party without use of, or reference to, the Confidential Information.
The Receiving Party shall be authorized to disclose the Confidential Information to its Affiliates, third-party service providers, auditors and consultants as necessary to perform the Services for legal reasons, or as required for reasonable operational efficiency. The Receiving Party shall ensure that all such recipients are under an appropriate confidentiality obligation or undertaking, such as attorney-client privilege. The Receiving Party shall also be allowed to disclose Confidential Information if approved in writing by the Disclosing Party. The Receiving Party shall be authorized to disclose Confidential Information if required by Applicable Laws, or by the administration thereof, including through warrants and subpoenas. In the event such disclosure is required, and if permitted by Applicable Laws, the Receiving Party shall advise the Disclosing Party prior to making such disclosure and give the Disclosing Party a reasonable chance to contest the requested legal disclosure, unless such delay would put the Receiving Party in breach of Applicable Laws. In any case, the Receiving Party shall not disclose more Confidential Information than it is required to do under Applicable Laws, or the administration thereof.
Upon termination or expiry of the Agreement for any reason, the Receiving Party shall, at the Disclosing Party’s option, (i) return the Confidential Information without undue delay and/or (ii) securely destroy the Confidential Information without undue delay, and in accordance with industry’s best standards. Upon request, the Receiving Party shall confirm in writing that the Confidential Information has been returned and/or deleted. Notwithstanding the foregoing, the Receiving Party is authorized to keep a copy of the Confidential Information as required for business continuity purposes, pursuant to internal retention schedules, and for legal, auditing or financial reasons.
Client understands and agrees that Flinks shall be the exclusive owner of its Intellectual Property, including without limitation the Services, the Flinks Technology, the Flinks Material, and the Aggregated Data, and shall retain all right, title and interests therein and thereto.
Flinks understands and agrees that Client shall be the exclusive owner of its Intellectual Property, including Client Services, all HTML templates and all other text, data images, design, structure, graphic images, any audio, video and audiovisual material, Trademarks, and other materials provided by Client to Flinks (collectively “Client Materials”), and retains all right, title and interest thereto.
Each Party (the “Licensed Party“) agrees that, with respect to its use of the other Party’s (the “Marks Owner“) Trademarks provided or otherwise identified by the Marks Owner for the Licensed Party’s use: (a) as between the Parties, all rights in and to such Trademarks are owned by the Marks Owner, (b) the Licensed Party will do nothing inconsistent with such ownership, (c) all uses of such Trademarks will inure to the sole benefit of and be on behalf of the Marks Owner, (d) it will use the Marks Owner’s Trademarks in accordance with any guidelines for the use of such Trademarks as provided by the Marks Owner from time to time, (e) it will not alter any such Trademarks and will use only exact reproductions thereof as supplied by the Marks Owner, and (f) at the Marks Owner’s reasonable request, all depictions of such Trademarks which the Licensed Party intends to use will be submitted to the Marks Owner for approval of design, color, or other details.
Except as specifically provided herein, Client does not grant to Flinks any right or license, express or implied, regarding Client’s Intellectual Property. Except as specifically provided herein, Flinks does not grant to the Client any right or license, express or implied, regarding Flinks’ Intellectual Property.
Each Party represents and warrants to the other that: (a) it has the full power and legal authority to enter into these Master Terms and any applicable Order Form and perform its obligations hereunder and the consent of a third party is not necessary for the Agreement to be binding on the Parties (except as set forth in these Master Terms regarding Personal Information); (b) is licensed to operate its business in the manner contemplated herein and (c) each person signing the Master Terms and any applicable Order Form on behalf of an entity is duly authorized to bind such entity.
Flinks represents and warrants that the Services will be performed in a professional manner, in material accordance with industry standards, the Documentation, and all applicable service schedules made between the Parties pursuant hereto. In case of a breach of this Section 10.2, Client’s sole remedy shall be for Flinks to re-perform the Services at no additional cost to Client.
In addition to the other representations and warranties made under these Master Terms and any applicable Order Form, Client represents and warrants that: (a) it has obtained and will obtain all necessary third-party permissions, licences and consents (including all End-Customers’ Consents) and made all required acts to allow Flinks to perform the Services, including to access the Client Systems and for Processing of Personal Information made by any of the Parties for the purpose of these Master Terms and any applicable Order Form; (b) Client, including its use of the Services, is and will remain in compliance with Applicable Laws, including Applicable Privacy Laws; (c) the Client Materials do not infringe on any Intellectual Property of any third party; and (d) it has not violated, and will not violate, any Applicable Laws, Documentation or other Flinks policies of which Client has been given prior written notice, including these Master Terms and any applicable Order Form; (e) it will implement reasonable technical security controls such as anti-virus or other endpoint detection and response solutions; (f) it will prevent the introduction or proliferation of any computer virus, worm, Trojan horse, malicious software or any other contaminating or destructive feature into the Flinks Technology and any other systems used in connection with the provision of the Client Services; (g) it will not (i) reverse engineer, disassemble, decompile or otherwise attempt to derive source code from the Flinks Technology, (ii) make the Flinks Technology or the End-Customer Data available to any third parties other than as expressly permitted in these Master Terms and any applicable Order Form, (iii) modify, adapt, translate or create derivative works based on the Flinks Technology as may be expressly permitted by these Master Terms and any applicable Order Form, (iv) reproduce any portion of the Flinks Technology except as expressly permitted herein, or (v) permit or authorize any party to do any of the foregoing; and (h) it will cause the Client Services and Client Systems to be integrated and compatible with the Services for the purposes of these Master Terms and any applicable Order Form.
Should any use of the Flinks Technology or the Services be enjoined, or if Flinks reasonably believes that the Flinks Technology or the Services may be subject to an infringement claim, then Flinks may, at its sole option and expense: (a) procure the right to use the Services as provided for in the Agreement, (b) replace the Services with other non-infringing services with equivalent functionality, (c) suitably modify the Services such that they do not infringe, or (d) if Flinks determines that none of the foregoing is commercially feasible, terminate the Agreement.
THE FOREGOING PROVISIONS OF THIS SECTION STATE THE ENTIRE LIABILITY AND OBLIGATIONS OF THE INDEMNIFYING PARTY, AND THE EXCLUSIVE REMEDY OF THE INDEMNIFIED PARTY, WITH RESPECT TO ANY ACTUAL OR ALLEGED INFRINGEMENT OF ANY THIRD-PARTY INTELLECTUAL PROPERTY RIGHTS UNDER THE AGREEMENT.
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT WILL EITHER PARTY (INCLUDING ITS AFFILIATES, EMPLOYEES, DIRECTORS, SHAREHOLDERS AND AGENTS) BE LIABLE TO THE OTHER PARTY (INCLUDING ITS AFFILIATES, EMPLOYEES, DIRECTORS, SHAREHOLDERS, AND AGENTS OR TO ANY OTHER ENTITY FOR ANY LOSS OF PROFITS, LOSS OF REVENUE, LOSS OF DATA LOSS OF BUSINESS OPPORTUNITY, LOSS OF GOODWILL, COSTS OF COVER, OR OTHER SPECIAL, CONSEQUENTIAL, INCIDENTAL, EXEMPLARY, PUNITIVE, OR INDIRECT DAMAGES, HOWSOEVER CAUSED, EVEN IF THE PARTIES HAVE BEEN ADVISED OF THE POSSIBILITY OF SAME, AND WITHOUT REGARD TO THE NATURE OF THE CLAIM, OR UNDERLYING THEORY OR CAUSE OF LIABILITY OR ACTION.
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, EITHER PARTY’S TOTAL LIABILITY TO THE OTHER PARTY UNDER OR ARISING OUT OF THE AGREEMENT WILL BE LIMITED TO THE AGGREGATE AMOUNTS PAID OR DUE AND OWING BY CLIENT TO FLINKS HEREUNDER IN THE TWELVE (12) MONTH PERIOD PRIOR TO THE ORIGINATION OF THE CLAIM ASSERTING LIABILITY. THE FOREGOING LIMITATIONS OF THIS SECTION 12 WILL APPLY NOTWITHSTANDING ANY FAILURE OF ESSENTIAL PURPOSE OF ANY LIMITED REMEDY.
Client agrees to pay Flinks fees for the Services as set forth in each applicable Order Form executed between the Parties in accordance with the payment terms set forth in each applicable Service Schedule, along with any taxes which Flinks is required to collect pursuant to Applicable Laws (the “Fees”). Flinks reserves the right to increase any Fee by not more than 5% once annually at the commencement of each Renewal Service Term.
The Fees are invoiced monthly for the Services performed during the previous month. For recurring monthly Services, the Fees are invoiced after the first month of each applicable Term for Services and following each month thereafter. The payment for each invoice is due within thirty (30) days of the invoice date. Invoices shall be provided to Client representative set forth in the applicable Order Form(s). Client shall pay the Fees by electronic fund transfer in accordance with the instructions on the invoice, or by credit card if authorized by Flinks. In case of a payment by credit card, Client hereby authorizes Flinks to collect the Fees on the credit card and represents and warrants being authorized to use this credit card. Except as set forth in the Agreement, the Fees are non-reimbursable.
If Client fails to make payment when due, Client shall pay Flinks a late payment charge equal to one and one half percent (1.5%) monthly and eighteen percent (18%) annually for any such late Fees, and until such Fees are paid and received in full by Flinks, together with all applicable late payment charges accrued. Client shall also be responsible for any reasonable fees related to the collection of late Fees, including, without limitation, reasonable attorney and accounting fees. If the Fees are not paid within forty-five (45) days of Client’s receipt of Flinks’ invoice, Flinks shall have the right to issue a notice of non-payment to Client. If the Fees are not paid within the subsequent fifteen (15) day period, Flinks may, at its sole discretion, suspend the provision of the Services, until all Fees and late payment charges have been paid in full by Client. Client shall remain responsible for the Fees during the suspension of the Services as if the Services continued to be delivered in accordance with the Agreement. Upon receipt of all outstanding Fees and associated late payment charges, Flinks shall resume provision of the Services within forty-eight (48) hours.
Notices sent pursuant to the Agreement will be sent to each Party’s representative as identified in any applicable Order Form(s). Notices may be sent by e-mail, in which case, an e-mail will be deemed received on the business day immediately following such email’s send date. Notices may alternatively be sent in writing, and shall be delivered personally or sent by certified, registered or express mail, postage prepaid or overnight courier (provided evidence of receipt can be verified).
Nothing express or implied in the Agreement is intended to confer, nor will anything herein confer, upon any person other than the Parties hereto and their respective permitted successors and assigns, any rights, remedies, obligations or liabilities whatsoever.
If any provision of the Agreement is held by a court of competent jurisdiction to be contrary to law, such provision will be changed and interpreted so as to best accomplish the objectives of the original provision to the fullest extent allowed by law and the remaining provisions of the Agreement will remain in full force and effect.
All provisions that logically ought to survive termination or expiration of the Agreement will survive the termination or expiration of the Agreement for any reason.
No modification, amendment or waiver of any provision of the Agreement will be effective unless in writing and signed by the Party to be charged. No failure or delay by either Party in exercising any right, power, or remedy under the Agreement will operate as a waiver of any such right, power or remedy.
The Parties are independent contractors with respect to each other. Each Party is not and will not be deemed to be an employee, agent, partner, joint venturer, franchisee or legal representative of the other for any purpose and will not have any right, power or authority to create any obligation or responsibility on behalf of the other.
By executing an Order Form, Client agrees and recognizes that Flinks may, from time to time and in its’ sole discretion, modify these Master Terms without prior notice to Client. Client further agrees and recognizes that the most current version of these Master Terms shall automatically replace and supersede any previous version of such Master Terms the Client may have agreed to in the past.
Neither Party may assign or delegate the Agreement or any of its rights or duties hereunder, directly, indirectly, by operation of law or otherwise, without the written consent of the other, and any such purported assignment or delegation will be void. Notwithstanding the foregoing, either Party may assign the Agreement in connection with the sale or other transfer of substantially all of the Party’s equity or assets to which the Agreement relates. Subject to the foregoing, the Agreement will be binding upon and inure to the benefit of the Parties and their permitted successors and assigns.
Except with respect to obligations to make payments hereunder, neither Party will be deemed in default hereunder, nor will it hold the other Party responsible for, any cessation, interruption or delay in the performance of its obligations hereunder due to a Force Majeure Event.
All Client’s rights and obligations under the Agreement are subject to all Applicable Laws regarding export control, including without limitation, Canadian Government laws and regulations and the Export and Import Permits Act. Client represents and warrants that (a) it is not located in a country where export from Canada is prohibited and (b) to Client’s knowledge, the transaction and exports envisaged under the Agreement comply with Applicable Laws regarding export control
The Agreement, and any amendment thereof, may be executed and delivered in any number of counterparts, by facsimile or electronically, each of which, when so executed and delivered, will be deemed an original, and such counterparts together will constitute one and the same instrument.
The Parties have agreed that the Agreement, and all relevant schedules, be drafted in English. Les Parties ont convenu que le présent document et toute annexe y attachées soient rédigés dans la langue anglaise.
The Agreement is governed by, and will be interpreted and enforced in accordance with, the Laws of the province of Ontario and the federal Laws of Canada applicable therein.
The Parties agree that the courts of the City of Toronto, Province of Ontario, Canada, will have exclusive jurisdiction for the adjudication of any and all disputes or controversies arising out of or relating directly or indirectly to the Agreement and waive any objections to the assertion or exercise of jurisdiction by such courts, including any objection based on forum non conveniens.
The Agreement and, including all schedules attached to it and hereby incorporated by reference, constitute the final, complete and exclusive agreement between the parties with respect to the subject matter hereof, and supersede any prior or contemporaneous discussions, negotiations or agreements, either written or oral, including, without limitation, any non-disclosure or confidentiality agreement between the parties in effect as at the applicable Order Form Effective Date. In the event of any inconsistency between these terms and conditions, and of any schedule, appendix, order form and/or purchase order between the parties, these terms and conditions will govern.
Last update: March 23, 2022
“Errors” shall have the meaning ascribed to it in Section 3(e).
Unless otherwise defined herein, all capitalized terms carry the definitions ascribed to them in the Master Terms, or Order Form, as applicable.
Pursuant to the Flinks Master Terms and Conditions set forth at https://flinks.com/terms-conditions/#mastertermsandconditions, and the applicable Order Form between Flinks and Client, Flinks shall provide Client with the following Service:
Flinks shall set up and deploy the Service so that it is operational for Client at no cost or charge to Client.
Client shall be solely responsible for (i) providing, operating and maintaining the Application ii) hosting the Application on the Client’s site, and (ii) hosting, operating and maintaining the Integrated Service, all pages on which the Integrated Service is displayed or made available for use by End-Customers, and the Client’s website.
All Data Sources that are generally available to all Flinks clients operating in the Territory will be available to Client. Flinks will be entitled to remove any Data Source from the Services for any reason in its reasonable discretion.
Connection Method Availability and Flinks Connect Availability are monitored on a 24/7 basis and assessed on a monthly basis. Flinks commits to deploy its best efforts to ensure 99% Connection Method Availability and Flinks Connect Availability, excluding Scheduled Maintenance, Emergency Maintenance and any Data Source malfunction outside of Flinks’ control.
In the event that any bugs, defects, delays, hindrances, or other errors (collectively, “Errors”) occur, Client will report to Flinks the Error in accordance with the Severity Levels (to be reasonably determined by Client) as set forth in Exhibit A hereto. Flinks commits to deploy its best efforts to respond to an Error, depending on the Severity Level, within the time frames set forth in Exhibit A entitled “Exhibit A to Service Schedule – Support”, starting from the time Client notifies Flinks of the Error.
1. Technical support times for the Service described in this Service Schedule are as follows during the Term:
| Severity Level | Acknowledgement Time | Engagement Method |
|---|---|---|
| “Severity Level 1” is an emergency condition which makes the use or continued use of any one or more functions of the Software impossible or significantly impaired. The condition requires an immediate solution that is not already available to Client. | Upon reception of report from the Client. | If found by Flinks: Flinks shall call or email the Client business lead. If found by Client: Client shall open a support ticket by emailing [email protected] (Canada) or [email protected] (USA) and shall immediately call or email Flinks’ relationship manager assigned to Client. |
| “Severity Level 2” is, other than any Severity Level 1 problem, any condition which makes the use or continued use of any one or more functions of the Software difficult and which Client cannot reasonably circumvent or avoid on a temporary basis without the expenditure of significant time or effort. | < 1 hour | If found by Flinks: Flinks shall email the Client business lead. If found by Client: Client shall open a support ticket by emailing [email protected] (Canada) or [email protected] (USA) and shall call or email Flinks’ relationship manager assigned to Client. |
| “Severity Level 3” is, other than any Severity Level 1 problem or Severity Level 2 problem, any limited condition which is not critical in that no loss of Client Data occurs and which Client can reasonably circumvent or avoid on a temporary basis without the expenditure of significant time or effort. | < 4 hours | If found by Flinks: Flinks shall update the Status Update website (status.flinks.com). If found by Client: Client shall open a support ticket by emailing [email protected] (Canada) or [email protected] (USA). |
| “Severity Level 4” is, other than any Severity Level 1 problem, Severity Level 2 problem or Severity Level 3 problem, a minor condition or Documentation error which Client can easily circumvent or avoid. Additional requests for new feature suggestions, which are defined as new functionality in existing Software, are also classified as Severity Level 4. | < 1 day | If found by Flinks: Flinks shall contact Client to schedule an ad hoc meeting or a quarterly business review. If found by Client: Client shall contact Flinks’ relationship manager assigned to Client. |
“Auditors” shall have the meaning ascribed to it in Section 5.2(e) to this Schedule A-2.
“Express Consent” means the electronic communication from a Person to a Party granting permission for a specific action that is maintained in a system log or database that ensures completeness and integrity, and permits verification of the consent upon request of the records. Express Consent must be presented and captured in a clear and conspicuous manner and may not automatically enroll a customer into an agreement without taking an express action.
“Internal User” means Client Personnel accessing the US Data Access Method from time to time.
“Red Flags” shall have the meaning ascribed to it in Section 5.1(c) to this Schedule A-2 or Section 4(a)(iii) of Appendix 2 to this Schedule A-2.
“US Data Source” means any provider of a Data Source that is made available through the US Data Access Method from time to time.
Subject to the terms and conditions set forth in this Schedule A-2, Flinks hereby grants to Client a limited, revocable, non-exclusive, non-sublicensable, non-transferable license to use the US Data Access Method and the Flinks Technology as necessary for Client to receive and use End-Customer Data in accordance with this Amendment.
The US Data Access Method will respond to a US Data Source API call made by Client within seconds of receiving said API call. Flinks shall abandon (timeout) any such US Data Source API call that takes longer than thirty (30) seconds and retry processing of said US Data Source API call at a later time.
In order to reasonably preserve US Data Sources’ systems’ integrity and availability, such US Data Sources may limit the number of US Data Source API calls per second or per day. The Parties hereto agree and recognize that US Data Sources may modify these limits or create or modify tiers of access limitations as is reasonably necessary to meet the above goal. Requests exceeding these thresholds will be rejected and must be resubmitted at a later date/time.
Client must provide End-Customers the ability to unlink such End-Customer Data from any Client application or service. In the event that any End-Customer unlinks (or requests the unlinking of) its End-Customer Data from any Client application or service, Client will promptly notify Flinks of the same. Upon request by End-Customer, Client shall promptly and permanently delete all End-Customer Data in its possession or control, and promptly notify Flinks of the same.
When accessing an End-Customer’s online account, Client shall not engage in any other activities beyond accessing the information that an End-Customer has directed Client to access, including but not limited to: altering an End-Customer’s account settings, initiating payments or money movement, accepting terms and conditions on behalf of an End-Customer, or responding to a query intended for an End-Customer.
Without limiting the foregoing, and regardless of whether the applicable End-Customer has consented, Client or Client’s third-party providers shall not: (1) market, sell, lease, license, or otherwise commercialize any End-Customer Data or any Aggregated Data or derived from End-Customer Data; or (2) use or disclose for marketing purposes any End-Customer Data or other personal or personally-identifiable information received by Client or Client’s third party providers from or through US Data Sources or their APIs. (3) analyze, aggregate, or otherwise use APR, APY, or credit limit data to reverse engineer or otherwise ascertain or derive a US Data Sources’ confidential and/or proprietary commercial information, including credit models, credit algorithms, or other business processes or calculations which are not otherwise available to the public. (4) collect, use, or retain any historical values for APR, APY, or credit limit once an updated value has been received via a US Data Source’s API.
Client shall not use or disclose any End-Customer Data accessed through the Services, except for the purposes of: (i) providing the End-Customer Data directly to the applicable End-Customer; (ii) storing, processing, and transmitting the End-Customer Data in accordance with the consents granted by the End-Customer; and (iii) complying with applicable law or mandatory requests of a government or regulatory body.
Client shall not: (i) make the US Data Access Method available to anyone other than authorized Client Personnel and End-Customers; (ii) license, sublicense, sell, resell, rent, lease, transfer, assign (except as permitted by the Agreement), distribute, time share or otherwise commercially exploit or make the US Data Access Method available to any third party, other than to Clients and End-Customers or otherwise contemplated by this Amendment; (iii) attempt to gain unauthorized access to the US Data Access Method or related systems or networks; (iv) access the US Data Access Method with the intent of building a new competitive product or service, or copy any ideas, features, functions or graphics of the US Data Access Method in order to build such new competitive product or service; (v) access or engage in any use of the US Data Access Method in a manner that abuses or materially disrupts Flinks or US Data Sources’ networks, security systems, the US Data Access Method or websites; (vi) interfere with or disrupt the integrity or performance of the US Data Access Method or data contained therein; (vii) modify, copy, display, republish, or create derivative works based on the US Data Access Method or the underlying software; (viii) modify, copy, or create derivative works of the US Data Sources’ materials; (ix) frame, scrape, link to or mirror any content forming part of the US Data Access Method (provided that this shall not limit Flinks or Client’s ability to gather End-Customer Data in accordance with the proper use of the US Data Access Method), other than on Clients’ own intranets or otherwise for its own internal business purposes; (x) reverse engineer, reverse assemble, disassemble, decompile or otherwise attempt to decipher any code used in the US Data Access Method, underlying software, or US Data Sources’ materials; (xi) use the US Data Access Method for fraudulent purposes or otherwise in violation of Applicable Laws; (xii) send Flinks or US Data Sources, or process through the US Data Access Method, any data of an End-Customer, or any third party, that falls under the protections of the Health Insurance Portability and Accountability Act (HIPAA) of 1996; (xiii) use the US Data Access Method to send spam or otherwise duplicative or unsolicited messages in violation of Applicable Laws; (xiv) use the US Data Access Method or End-Customer Data to send or store infringing, obscene, threatening, libelous, or otherwise unlawful or tortious material, including material harmful to children or violative of third-party privacy rights or in any manner that encourages, supports, or promotes illegal activities or unlawful gambling; (xv) upload to the US Data Access Method or use the US Data Access Method to send or store viruses, worms, time bombs, Trojan horses or other harmful or malicious code, files, scripts, agents or programs; (xvi) conduct any platform or system level testing of the US Data Access Method; (xvii) permit any third party to utilize or access the US Data Access Method except Client and End-Customer access and third parties expressly permitted under this Agreement or for whom Flinks has given Client prior written permission; or (xviii) where the End-Customer Data is provided in a de-identified form, re-identify or attempt to re-identify such End-Customer Data.
With respect to End-Customer Data made available through the US Data Access Method, Client shall not attempt to use, disclose or process the End-Customer Data to target market products or services to End-Customers that are directly competitive to those offered by any US Data Source, by using such End-Customer’s status as a customer of a US Data Source as criteria.
Client will notify Flinks within twenty-four (24) hours upon becoming aware of any concerns raised by an End-Customer relating to unauthorized access or unauthorized use of End-Customer Data made available through the US Data Access Method. Client will be responsible for managing any disputes or issues raised by an End-Customer relating to the US Data Access Method. Flinks and US Data Sources will have the right to engage with the End-Customer directly regarding any issues and complaints relating to the unauthorized access of End-Customer Data, and will have the right to terminate access to any End-Customer Data at any time to address an End-Customer issue or complaint; provided, that, Client will remain solely responsible for any unauthorized access or use of End-Customer Data once it is accessed or in the possession of Client.
In the event of an actual or suspected Security Breach at the premises of Client, Client will notify Flinks promptly. Such notice shall include a detailed description of the Security Breach, and any other information Flinks may reasonably request concerning the Security Breach. Client agrees to promptly, at its own expense, investigate the Security Breach, identify, prevent and mitigate the effects of any such Security Breach, and carry out any remediation necessary, in its reasonable judgment, including providing notification to the affected End-Customers. Following any Security Breach, Client will cooperate reasonably with Flinks in determining its legal obligations with respect to notifying its customers, regulators, US Data Sources and/or law enforcement, if any. The Parties shall provide each other any documentation reasonably necessary to issue such communication(s) and notification(s).
Any combination of Confidential Information disclosed with information not so classified will not be deemed to be an exclusion of the Parties’ confidentiality obligations as set forth in the Agreement merely because individual portions of such a combination are free of any confidentiality obligation or are separately known in the public domain.
During the term, Client will ensure the following:
Upon request or on a periodic basis as mutually agreed upon between the Parties, Client will provide Flinks with reports in connection with the utilization of the US Data Access Method and access to End-Customer Data, including the number of End-Customers using specific Client Services, the number of logins to the US Data Access Method, the number of End-Customers notified to authorize any Client to access End-Customer Data through the US Data Access Method, the number of completed migrations to the US Data Access Method and connectivity success rates and errors (collectively the “Access Activity”). Client will submit samples of such reports within 30 days after the Effective Date to Flinks for its approval, and incorporate any input or change request from Flinks within 30 days of receipt of such input or change request.
Each Party represents, warrants and covenants that it has all rights and authority required: (a) to enter into this Agreement, free from all liens, claims, encumbrances, security interests and other restrictions; (b) to provide the information or materials required to be provided to the other Party in accordance with the terms herein; (c) for the other Party to use such information or materials in accordance with the provisions of the Agreement, and that such use will not violate any Applicable Law.
Each Party maintains and effectively administers comprehensive policies and procedures for qualifying its Personnel who are natural persons, and that those policies and procedures include work authorization verification, background checks, all to the extent permitted by applicable law and any applicable collective bargaining agreement.
Each Party will use commercially reasonable efforts to eliminate in any computer systems it uses to exchange software or other data electronically with the other Party or its customers, any computer code designed to damage, disrupt, disable, harm, or otherwise impede in any manner, the orderly operation of any software, data files, firmware, hardware, computer system or network.
Client covenants that during the Term:
Client will store and host End-Customer Data from locations within the United States. Any change to the location of the storage or hosting of End-Customer Data to outside of the United States must be approved in advance by Flinks in writing.
Notwithstanding anything to the contrary in the Agreement, in the event of any inconsistency between the Agreement, any schedule, exhibit, appendix, statement of work thereto and this Amendment (including related appendices hereto), this Amendment (including related appendices hereto) will govern.
This End-Customer agreement contains the terms and conditions for your use of services that we may provide to you and that involve accessing third party account information (“Services”). Hereinafter “you” “your” means the End-Customer and “us” “we” or “our” refers to Flinks and US Data Sources.
Last update: March 23, 2022
“Errors” shall have the meaning ascribed to it in Section 3(b).
Unless otherwise defined herein, all capitalized terms carry the definitions ascribed to them in the Master Terms, or Order Form, as applicable.
Pursuant to the Flinks Master Terms and Conditions set forth at https://flinks.com/terms-conditions/#mastertermsandconditions, and the applicable Order Form between Flinks and Client, Flinks shall provide Client with the following Service:
Connection Method Availability and Flinks Connect Availability are monitored on a 24/7 basis and assessed on a monthly basis. Flinks commits to deploy its best efforts to ensure 99% Connection Method Availability and Flinks Connect Availability, excluding Scheduled Maintenance, Emergency Maintenance and any Data Source malfunction outside of Flinks’ control.
In the event that any bugs, defects, delays, hindrances, or other errors (collectively, “Errors”) occur, Client will report to Flinks the Error in accordance with the Severity Levels (to be reasonably determined by Client) as set forth in Exhibit A hereto. Flinks commits to deploy its best efforts to respond to an Error, depending on the Severity Level, within the time frames set forth in Exhibit A entitled “Exhibit A to Service Schedule – Support”, starting from the time Client notifies Flinks of the Error.
1. Technical support times for the Service described in this Service Schedule are as follows during the Term:
| Severity Level | Acknowledgement Time | Engagement Method |
|---|---|---|
| “Severity Level 1” is an emergency condition which makes the use or continued use of any one or more functions of the Software impossible or significantly impaired. The condition requires an immediate solution that is not already available to Client. | Upon reception of report from the Client. | If found by Flinks: Flinks shall call or email the Client business lead. If found by Client: Client shall open a support ticket by emailing [email protected] (Canada) or [email protected] (USA) and shall immediately call or email Flinks’ relationship manager assigned to Client. |
| “Severity Level 2” is, other than any Severity Level 1 problem, any condition which makes the use or continued use of any one or more functions of the Software difficult and which Client cannot reasonably circumvent or avoid on a temporary basis without the expenditure of significant time or effort. | < 1 hour | If found by Flinks: Flinks shall email the Client business lead. If found by Client: Client shall open a support ticket by emailing [email protected] (Canada) or [email protected] (USA) and shall call or email Flinks’ relationship manager assigned to Client. |
| “Severity Level 3” is, other than any Severity Level 1 problem or Severity Level 2 problem, any limited condition which is not critical in that no loss of Client Data occurs and which Client can reasonably circumvent or avoid on a temporary basis without the expenditure of significant time or effort. | < 4 hours | If found by Flinks: Flinks shall update the Status Update website (status.flinks.com). If found by Client: Client shall open a support ticket by emailing [email protected] (Canada) or [email protected] (USA). |
| “Severity Level 4” is, other than any Severity Level 1 problem, Severity Level 2 problem or Severity Level 3 problem, a minor condition or Documentation error which Client can easily circumvent or avoid. Additional requests for new feature suggestions, which are defined as new functionality in existing Software, are also classified as Severity Level 4. | < 1 day | If found by Flinks: Flinks shall contact Client to schedule an ad hoc meeting or a quarterly business review. If found by Client: Client shall contact Flinks’ relationship manager assigned to Client. |