This Master Services Agreement (this “MSA”) is between Netgain Technology, LLC, a Delaware limited liability company with an office at 12301 Whitewater Dr, Suite 50, Minnetonka, MN 55343 (“Netgain”) and the entity (“Client”) that signs an Order (as defined in Section 20.21) that incorporates this MSA by reference. This MSA is effective as of the Effective Date listed on the first such Order.
1.1. Provision of Services. Netgain shall provide the Services as described in each Order, including, as applicable, the Application Environment Services, Support, Professional Services, and other Supplemental Services in accordance with the terms and conditions of this Agreement.
1.2. Application Environment Services. Subject to the terms and conditions of this Agreement, Client may access and use, and permit its Users to access and use, the Application Environment.
1.3. Change Orders. Except as otherwise expressly set forth in the Agreement, changes to an Order shall be made via Change Orders executed by Client and Netgain from time to time. Unless otherwise agreed in the applicable Change Order, all Services provided pursuant to the Change Order will be billed at Netgain’s then-current rates.
1.4. Infrastructure Optimization. In connection with any Application Environment Services, Netgain may deploy tools and processes to optimize the Application Environment for Client’s usage patterns, to resolve services issues, to enhance performance, or to otherwise facilitate provision of the Services in an efficient manner, provided that any such changes do not have a material adverse impact on agreed functionality or the Users’ overall quality of interaction with the Application Environment.
2.1. Security. Without limiting any other provision of this Agreement, including Client’s obligations under Section 3.3, Netgain will configure the Application Environment in accordance with the specifications in the Order, and to the extent not specifically described in the Order, in accordance with Netgain’s then-current security standards, to include reasonable and appropriate measures designed to help secure Client Data against accidental or unlawful loss, access or disclosure. Notwithstanding the foregoing, Client acknowledges that no internet-based services can be made completely secure, and Netgain makes no representations or guarantees with respect to security except as expressly set forth in this Agreement.
2.2. Security Enhancements. Due to ongoing technological developments, from time to time Netgain may determine that it is necessary or prudent to implement one or more security enhancements to the Application Environment, which may include the implementation of additional Third Party Offerings (“Security Enhancements”). Client shall be responsible for the cost of any such Security Enhancements, including any Supplemental Services provided in connection with the implementation of the Security Enhancements. For the avoidance of doubt, other than Security Enhancements, the addition of Third Party Offerings which result in additional costs to Client shall require Client’s prior written approval.
3.1. Users. Client may authorize such of its personnel and the personnel of any vendor retained by Client to perform services in support of Client’s internal business operations as authorized Users of the Services, subject to the other terms of this Agreement, including but not limited to the Third Party Terms and license requirements as described in Section 10.2 below. For the avoidance of doubt, no User may make any changes to the Application Environment without Netgain’s prior written consent as to the specific change. Without limiting the foregoing, Client is solely responsible for ensuring that its Users comply with any such terms, including but not limited to the Policies, and is responsible for all access, actions, and inactions occurring through or as a result of the use of its Users’ credentials by any Person other than Netgain or due to Netgain’s breach of this Agreement. Client is solely responsible for monitoring and de-activating or updating User permissions and authentication credentials for Client’s Users, such as on the termination of employment of a User, and taking any other necessary actions to ensure unauthorized Persons do not access or use the Services. Client authorizes Netgain to act on the instructions of any person or service that authenticates its identity via User account credentials without any liability to Client for such actions, provided the instructions are within the defined role-based permissions for that User.
3.2. User-Based Fees. If an Order includes Fees calculated on a “per User” or similar basis, Client may not permit the number of unique individuals using the Services and Third Party Offering(s), as applicable, to exceed the number of authorized Users included in the Order, provided that such number may be modified from time-to-time on Client’s written request, subject to written confirmation by Netgain and any necessary approvals from the applicable Third Party Provider, and further provided that Client may be subject to a pricing adjustment for any volume-based pricing. Notwithstanding the foregoing, Netgain reserves the right to automatically increase authorized User numbers and invoice Client for such amounts should Client exceed the number of authorized Users for any User-based Services or Third Party Offering, whether or not related to any written or oral Client request.
3.3. Security. Client shall use reasonable security precautions in connection with the Services, such as requiring Users to establish reasonably secure passwords and using commercially reasonable efforts to protect Client systems and data from malware. Client agrees to follow, and to cause each of its Users to follow, all instructions from Netgain with respect to security measures, but acknowledges that such instructions do not guarantee the security of the Application Environment or Client Data, and Netgain shall not incur any liability as a result of such instructions. Client shall notify Netgain immediately upon discovery of a security vulnerability or security event affecting the Services or the Client Data and shall cooperate fully with Netgain’s investigation of such vulnerability or event. Without limiting any other provision hereof, Client is responsible for any unauthorized use of the Services resulting from Client’s failure to use reasonable security precautions or to follow any such instructions.
3.4. Client Cooperation. Client shall provide all information reasonably requested by Netgain to complete implementation or other performance of the Services in a timely manner. If Netgain is delayed in performing implementation or other Services for a period of greater than fourteen (14) days due to Client’s delay in making payments or providing information, Netgain may reschedule the Services and charge rescheduling Fees in the amount of fifty percent (50%) of the Monthly Fee for the Application Environment Services included in such Order on the fifteenth (15th) day following the first date of delay, and again every fifteen (15) days thereafter unless such delay is remedied and thirty percent (30%) of the total estimated Fees for other Services to be performed pursuant to such Order, as applicable.
3.5. Client Resources. Client is responsible for procuring hardware, internet access, and any other necessary resources identified by Netgain or a Third Party Provider of sufficient quality and capacity, as applicable, to access and use the Application Environment and Application(s). Any additional effort required by Netgain due to Client’s failure to comply with this Section 3.5 shall be treated as Supplemental Services not requiring a Change Order.
3.6. HIPAA and PHI. Client may not use the Services to process information that is “protected health information” under the Health Insurance Portability, Accountability Act of 1996 unless it has signed a BAA in a form acceptable to Netgain.
3.7. High Risk Use. Client may not use, or permit any other Person (including any of its end clients) to use, the Services in any situation where failure or fault of the Services could lead to death or serious bodily injury of any person, or to physical or environmental damage. For example, Client may not use, or permit any other Person to use, the Services as a component of or to operate any medical device or in connection with any aircraft or other mode of human transportation, or nuclear or chemical facilities.
3.8. Changes to Environment. Unless otherwise agreed in writing, Client agrees that only Netgain shall be permitted to make changes to Client’s Application Environment, and Client is solely responsible for any Service failures or security issues that result from the Client’s unilateral changes to its Application Environment.
3.9. Compliance. Client shall, and shall require that each of its Users, use the Services in accordance with applicable law and the Policies. In particular, but without limiting the foregoing, Client may not use the Services in a way that causes Netgain to be in violation of the export laws of the United States or other jurisdiction from which the Services are provided. For example, Client may not authorize any Person to use the Services that is on the list of Specially Designated Nationals and Blocked Persons issued by the U.S. Treasury Department’s Office of Foreign Asset Control (OFAC) or who is located in or is a national of any country that is embargoed under United States export laws, or use or permit the use of the Services to process or store any data that is subject to the International Traffic in Arms Regulations maintained by the U.S. Department of State.
4.1. Fees. The Fees for the Services are as stated in each Order and/or elsewhere in the Agreement. Netgain may not increase its Monthly Fees during the initial or renewal term of an Order except (i) as provided in this Section 4, (ii) Client’s use of the Services results in an unusual and unreasonable demand on Cloud Infrastructure that significantly increases Netgain’s costs to provide the Services, or (iii) as otherwise provided in the Order. Netgain may increase the Fees applicable to any renewal term, provided that no increase may exceed the Fees in effect for the immediately prior initial or renewal term by more than five percent (5%) per year of Services (in addition to each annual Cost Adjustment). Except as expressly stated otherwise in the Agreement, all Fees are non-refundable.
4.2. Expenses. Unless otherwise agreed in an Order, Client shall pay Netgain’s reasonable travel expenses for Services performed onsite at Client’s location if onsite Services are required or requested by Client. Travel expenses include air and ground transportation, parking, lodging, and meals. Unless otherwise agreed in writing, Netgain shall charge for the travel time of any Persons providing Services at its then-current hourly rate.
4.3. Taxes. All Fees are stated exclusive of sales, use, VAT, GST, or similar tax (“Sales Tax”). Unless Client has provided an exemption certificate or direct pay permit, Client must remit to Netgain any applicable Sales Tax. Sales Tax is due on the payment terms applicable to the Fees for the related Services or thirty (30) days from the invoice date for such Sales Tax, if all or a portion of such Sales Tax is separately invoiced. Client represents and warrants that Client’s address shown on the Order is the correct address for purposes of determining Sales Tax, and that all other information Client has provided to Netgain for Sales Tax purposes is accurate and complete. For clarity, Client is not required to pay any tax that is assessed on the basis of Netgain’s net income.
4.4. Invoices and Payments. Unless otherwise provided in the applicable Order: (i) implementation, installation, set up Fees and other one-time Fees may be invoiced on the Order Effective Date, Monthly Fees may be invoiced monthly in advance on or after the last day of the prior month, and time and materials and usage Fees may be invoiced monthly in arrears; (ii) Client must establish payment arrangements via ACH; and (iii) Fees are due ten (10) days from invoice date. If the Order requires advance payment of setup up or other implementation-related Fees, Netgain may require those Fees to be paid in full before beginning the implementation of the Services. Client agrees that except as set forth in Section 4.5, Netgain may charge interest on overdue amounts at the lesser of (i) one and one half percent (1.5%) per month or (ii) the maximum legal rate allowed under applicable law). If any amount is overdue by more than thirty (30) days and Netgain brings a legal action to collect, or engages a collection agency, Client must also pay the reasonable costs of collection, including reasonable attorneys’ fees and court costs. Invoices that are not disputed within thirty (30) days of the invoice date are conclusively deemed accurate.
4.5. Fee Disputes. If Client reasonably disputes an invoiced amount and gives a written notice describing the dispute prior to the due date, Netgain shall extend the due date for the disputed amount for thirty (30) days (i.e., the disputed amount shall not be “due” until the date that is thirty (30) days after the original due date, but all undisputed amounts shall remain payable on the original due date), provided that Client complies with the dispute resolution procedures described in Section 17 below and has made all other applicable payments when due. Subject to the foregoing Netgain’s late payment, suspension, termination, or other enforcement rights in connection with overdue payments shall not be exercised during such thirty (30) day period.
4.6. Changes to Third Party Costs. Due to regular increases in Netgain’s costs with respect to Third Party Offerings, Client’s Monthly Fees will automatically increase by one and one-half percent (1.5%) upon each yearly anniversary of the Service Commencement Date (“Cost Adjustment”). Unless otherwise agreed in the Order, this increase shall be in lieu of pass through increases of Third Party Provider Fees, except where due to additional Users, servers, or other changes to Client’s infrastructure or Services, including Security Enhancements described in Section 2.2.
5.1. Suspension. Netgain may suspend the Services (which may suspend Client’s access to the Client Data), in whole or in part, or deny one or more of Client’s Users access to the Services without any resulting obligation or liability, if: (a) Netgain receives a judicial or other governmental demand or order, subpoena, or law enforcement request that expressly or by reasonable implication requires such suspension, (b) as reasonably necessary to address any actual or suspected security vulnerability, or (c) during any period that Client or a User is in breach of this Agreement or any Third Party Terms. Netgain will give Client at least thirty (30) days’ advance notice (including via email) of any suspension except where emergency circumstances (including critical security matters) or a third party requires suspension on less notice. This Section 5.1 does not limit any of Netgain’s other rights or remedies, whether at law, in equity, or under this Agreement, nor does it suspend any of Client’s payment obligations hereunder through the effective date of termination or expiration of the applicable Order.
5.2. Reinstatement of Services. Provided that the applicable Order(s) have not been terminated, Netgain will discontinue any such suspension as soon as, in the case of Section 5.1(a), the request or requirement has been lifted, in the case of Section 5.1(b), Netgain, in its sole discretion, determines that the risk underlying the suspension has been mitigated, and in the case of Section 5.1(c), such breach has been cured.
5.3. Reinstatement Fee. If Client’s Services are reinstated after a suspension for non-payment, Netgain may charge Client its then-current hourly rate for Netgain personnel’s time spent to reinstate the Services or its current minimum reinstatement Fee, whichever is greater, with such Services being Supplemental Services not requiring a Change Order.
6.1. Order Term. The initial and renewal term of each Order is stated in the Order. If the Order is silent as to the initial term, the initial term is thirty-six (36) months from the applicable Service Commencement Date, or if none, from the Effective Date of the Order. If the Order is silent as to renewals, the Order renews on expiration of the initial term for consecutive renewal terms having the same length as the initial term unless earlier terminated in accordance with the terms of the Agreement, unless either party gives a notice of non-renewal at least ninety (90) days prior to the expiration of the initial or then-current renewal term, as applicable. Services that are billed on a monthly per-User or per-unit basis that are added to an Order during the initial or a renewal term shall expire or renew at the same time as the remainder of the Services included in such Order.
6.2. Termination for Cause. Either party may terminate the Agreement for Cause upon thirty (30) days’ written notice to the other party, unless the Cause is curable, in which case the terminating party shall first give the other party written notice of the breach and ninety (90) days to cure the breach.
6.3. Obligations on Termination. Upon the effective date of the expiration or earlier termination of an Order, the Services shall cease, except that Client will be able to access the Application Environment to retrieve its data, and Client shall have a period of sixty (60) days (the “Transition Period”), to transition any applicable Services to a new provider pursuant to the applicable Policy related to transitions, subject to its ongoing payment for transition Services requested by Client and provided by Netgain, which shall be provided on a time and materials basis at Netgain’s then-current hourly rates. Following such sixty (60) day period, (i) Netgain may disable Client’s access to the Applications and Application Environment, except for those Applications provided by Client which can be run outside of the Cloud Platform, (ii) Client shall stop using the Services, and (iii) each party shall return or destroy the other party’s Confidential Information as required in Section 11. Unless otherwise agreed in writing prior to termination, Netgain is expressly permitted to destroy all Client Data (including any backups) following the last day of the Transition Period, or otherwise in accordance with its standard data destruction policies and schedule, without any liability to Client. For the avoidance of doubt, Netgain shall have no liability to Client in connection with any document or other retention requirements applicable to Client or otherwise in connection with the destruction of Client’s Data in accordance with the Agreement.
6.4. Transition Period. In the event Client requires a Transition Period of more than sixty (60) days, Client shall be required to enter into a Termination Agreement in the form provided by Netgain, and to pay Netgain the Fees set forth therein for any additional Services provided during such time period, including any Professional Services associated with the transition. Such post-transition Services are subject to resource availability, as well as Client’s account being in good standing with Netgain and each applicable Third Party Provider.
6.5. Survival. The following terms survive expiration or termination of the Agreement: this Section 6 (Term and Termination), Section 8 (Client Provided Licenses, Client Data, Client Proprietary Applications), Section 9 (Proprietary Rights), Section 10 (Third Party Offerings and Application Licensing), Section 11 (Confidentiality), Section 12.7 (Warranty Exclusions and Disclaimer of Implied Warranties); Section 13 (Indemnification), Section 14 (Limits on Liability), Section 15 (Nonsolicitation), Section 17 (Dispute Resolution), Section 18 (Miscellaneous), Section 19 (Interpretation), Section 20 (Defined Terms), all of Client’s payment obligations hereunder, and any other terms that by their nature are intended to survive termination.
7.1. Backup Services. Unless otherwise agreed in writing, all Services related to data backups and disaster recovery are provided by Third Party Providers with corresponding Professional Services provided by Netgain on an “as-is” basis. Netgain makes no other representations or warranties as to such Services, including their compliance with any particular legal requirements applicable to Client.
7.2. Restoration. Backups are designed to restore Client Data to the environment from which it originated and may not be useful outside of that environment. Depending on the type of Client Data and Client’s specific system configuration, Netgain may require several attempts to implement backup Services, and makes no guaranties as to the success of such attempts. Client agrees to cooperate with Netgain’s reasonable requests for testing and iteration of the backup Services, both on initial implementation, in connection with Client’s changes to its Application Environment, and as Netgain otherwise deems reasonably necessary. If at the time a backup is scheduled the Client Data exceeds the Client’s storage allowance (as defined in the Order or elsewhere in this Agreement), Netgain will complete the backup, but Client will be charged overage Fees for such excess storage consumption.
7.3. Disaster Recovery. If an Order includes disaster recovery services, Client acknowledges that such disaster recovery services are a Third Party Offering, and that Netgain’s sole responsibility shall be to configure those services in accordance with the instructions of the applicable Third Party Provider in all material respects. Netgain makes no representations or warranties with respect to disaster recovery services.
Client authorizes Netgain to use the Applications and Client Data as reasonably necessary to provide the Services in accordance with the Agreement and as otherwise expressly permitted by this Agreement. Unless Netgain has agreed to provide Application licensing in the applicable Order, Client represents and warrants that it owns or has a valid and current license from the Third Party Providers for all Applications, including the rights necessary for Netgain to host and use the Applications as permitted or required by this Agreement. If Client is in breach of this Section 8 as to a commercial off-the-shelf Application and fails to cure the breach promptly upon notice from Netgain, Netgain may, in addition to any other rights and remedies available for breach of the Agreement, do one or more of the following: (i) notify the applicable Third Party Provider, (ii) suspend the Application Environment Services, and (iii) purchase a license on Client’s behalf at the Third Party Provider’s then-current rate and charge the licensing cost and any applicable penalties to Client. Client represents and warrants that Netgain’s use of the Client Data and any Applications other than the Standard Applications, as permitted by the Agreement, will not misappropriate or infringe the intellectual property rights of a third party.
9.1. Rights in Client Data. As between Netgain and Client, Client owns and retains ownership of and all right, title and interest in the Client Data. Netgain will use and process the Client Data only as necessary to provide the Services or as otherwise expressly permitted by this Agreement or required by applicable law, and subject to the confidentiality obligations set forth in Section 11.
9.2. Feedback. If Client or any of its employees or representatives provide any Feedback to Netgain or its Affiliates, Netgain and its Affiliates are authorized to use any such Feedback without restriction, and Client hereby assigns all right title and interest in and to the Feedback to Netgain and to provide any assistance reasonably requested by Netgain to document or otherwise protect its rights in the Feedback.
9.3. Reservation of Rights. Except for the rights expressly granted in the Agreement, each party retains all right, title and interest in and to its intellectual property, and the parties agree that no rights in intellectual property may arise by implication or estoppel. Without limiting the terms of the Acceptable Use Policy, neither party may reverse engineer, disassemble or decompile the other party’s intellectual property except as permitted by applicable law notwithstanding this restriction. Neither party is authorized to modify or create derivative works of the other party’s intellectual property. Neither party may remove any proprietary rights notices included by the other party on the other party’s licensed intellectual property. No information, materials, software, or other technology created or delivered under this Agreement is a work made for hire unless expressly defined as a “work made for hire” in an Order for Professional Services signed by the parties. Specifically, but without limitation, Client acknowledges that Netgain’s configurations and methodology for providing Application Environment Services are Netgain’s intellectual property (and Confidential Information).
10.1. Third Party Offerings. For Third Party Offerings accessed or used by Client or otherwise provided by Netgain in connection with this Agreement: (i) the Third Party Offering is separately licensed from the applicable Third Party Provider, whether or not the license is obtained through Netgain, and (ii) Client’s rights and responsibilities with respect to Third Party Offering shall be governed by the applicable Third Party Terms, as described below. For the avoidance of doubt, the Third Party Provider of Third Party Offerings shall be solely responsible for support, warranties, indemnities and other terms and conditions applicable to such products and services, and Netgain makes no representations or warranties relating in any way to any Third Party Provider or Third Party Offering.
10.2. Third Party Terms. The Third Party Terms for the use of Third Party Offerings (including Applications) are passed through to Client via this MSA and the applicable Order where permitted by the applicable Third Party Provider. However, certain Third Party Providers require Netgain to incorporate their Third Party Terms into the Agreement by specific reference, and such Third Party Terms may be included, where applicable, in an appendix to any applicable Order, with such appendix subject to amendment by Netgain. Other Third Party Providers may require that Client separately execute Third Party Terms or acknowledge “click-accept” agreements as part of the ordering, installation, or download process. In addition, Client acknowledges that such Third Party Terms may be subject to unilateral amendment by the Third Party Provider from time to time, and further agrees to take all such actions and execute all such documents and amendments to the applicable Order appendix as may be reasonably requested by Netgain or any Third Party Provider in order to ensure or document Netgain’s and Client’s adoption of and compliance with any applicable Third Party Terms.
10.3. Direct Conflicts. In the event of a conflict between the terms of this Agreement and any Third Party Terms, the Third Party Terms shall prevail, but only as to the applicable Third Party Offering.
10.4. Compliance with Third Party Terms. Client shall promptly notify Netgain (and the Third Party Provider, if required under the applicable Terms) of any breach or suspected breach of any Third Party Terms and shall comply with any commercially reasonable requests of Netgain or an applicable Third Party Provider with respect to the investigation or mitigation of such noncompliance.
10.5. License Records. Without limiting any other provision of this Agreement, Client shall keep full, true, and accurate records and accounts of all Application licenses purchased and/or deployed, whether or not obtained via Netgain, and will provide such information in a manner and at such times as Netgain or any Third Party Provider may require. From time-to-time during the term of this Agreement or after termination or expiration of this Agreement if related to the Services, Netgain, one or more Third Party Providers, and/or their designee(s) may (but are not required to) perform an inventory review or audit of Client’s Third Party Offering usage, and Client shall make any additional records available to Netgain promptly upon request and shall provide Netgain with any assistance necessary to verify or further document such license usage or to respond to questions from Third Party Providers. Such information may also be disclosed to any applicable government agency. In the event any formal or informal review discloses non-compliance with this Agreement or any Third Party Terms, Client shall promptly pay to Netgain or the Third Party Provider, as directed by Netgain, the appropriate license Fees and the reasonable Fees (as a Supplemental Service, whether or not performed during or after the term of this Agreement) and costs of Netgain and the Third Party Provider in conducting the review. Client further agrees to pay any other costs or expenses incurred by Netgain in connection with such failure, such as penalties or liquidated damages from the applicable Third Party Provider. For the avoidance of doubt, Netgain may, but need not, require that Client execute a Change Order in connection with such additional licenses, and in either case will invoice Client for all such costs. For the avoidance of doubt, Client’s payment obligations under this Section 10.5 survive any termination or expiration of this Agreement.
10.6. Third Party Resource Management. Notwithstanding anything to the contrary contained herein, Client acknowledges and agrees that from time to time, in its sole discretion, Netgain may utilize features provided by Third Party Providers in connection with its performance of the Services, including but not limited to any autoscaling or other systematic scaling as may be applicable to Client’s Application Environment.
10.7. Availability of Third Party Offerings. Client acknowledges that from time to time certain Third Party Offerings may cease to be available from Netgain and/or the applicable Third Party Provider. In the event a Standard Application or a Limited Support Application is either no longer supported by the applicable Third Party Provider, cannot be hosted in the Application Environment, or is otherwise no longer available, Netgain may terminate the offering of such Application upon ninety (90) days’ advance written notice to Client (or such shorter period as maybe required by the Third Party Provider or applicable law), and will work with Client to provide an appropriate replacement. If reasonably acceptable replacement Application(s) are not available, Netgain will provide Client with a corresponding reduction in Fees. For the avoidance of doubt, no Fee adjustment shall be available in connection with Non-Supported Applications. In addition, in the event the applicable Cloud Services Provider terminates its services or relationship with Netgain and/or Client, Netgain will make all reasonable efforts to work with Client to find a substitute Cloud Services Provider of equal or greater capacity and will assist with Client’s migration to such substitute Cloud Services Provider as a Supplemental Service. If after all reasonable efforts Netgain determines that no substitute Cloud Services Provider is available for Client’s use through Netgain, Netgain may terminate the Agreement upon no less than ninety (90) days’ advance written notice to Client.
Neither party may use the other party’s Confidential Information except in connection with the performance or use of the Services, as applicable, the exercise of the party’s legal rights under this Agreement, or as may be otherwise permitted under this Agreement or required by law. Each party agrees not to disclose the other party’s Confidential Information to any third party except as follows: (i) to the party’s respective employees, service providers, agents, and representatives (“Representatives”), provided that such Representatives are bound by written confidentiality measures that are at least as stringent as these terms (except that Third Party Providers need only be subject to the applicable Third Party Terms); (ii) in response to a subpoena or other compulsory legal process, provided that the party gives the other party advance written notice of at least seven (7) days prior to disclosing Confidential Information under this Section 11 (or prompt notice in advance of disclosure, if seven (7) days advance notice is not reasonably feasible), unless the law or a reasonable interpretation of it forbids such notice; or (iii) as otherwise required by law, such as a requirement under a data privacy regulation that a notice of data breach be given to a supervisory authority or regulatory agency. On expiration or earlier termination of the Agreement, each party will return or destroy the other party’s Confidential Information. Each party will use commercially reasonable efforts to prevent the unauthorized use, disclosure, corruption and deletion of the other party’s Confidential Information. Each party is responsible for any breach of this Section 11 by its Representatives.
12.1. General Warranty. Each party represents and warrants to the other that: (i) it has the right, power, and authority to enter into the Agreement and to fully perform its obligations under the Agreement; and (ii) the making of the Agreement does not violate any agreement existing between it and any third party.
12.2. Client Account Information and Data. Client represents to Netgain that the information Client has provided to Netgain to establish Client’s account or as otherwise required hereunder is accurate and complete.
12.3. Malware. Netgain represents and warrants that it will use commercially reasonable efforts to avoid the introduction of any software to the Application Environment that is specifically designed to disrupt, damage, or gain unauthorized access to a computer system.
12.4. Intellectual Property. Netgain warrants that Client’s use of the Application Environment Services, Support, and Professional Services as permitted by the Agreement will not infringe the United States intellectual property rights of any unaffiliated third party (the “IP Warranty”), provided that the IP Warranty shall not apply to Client’s own intellectual property, materials provided to Netgain, and other Client Data (collectively, “Client Inputs”), to the extent such infringement would not have occurred absent such Client Inputs, the Cloud Infrastructure, any Application, or any other Third Party Offering. Netgain’s sole obligations with respect to a breach of the IP Warranty, and Client’s sole and exclusive remedies, are stated in Section 13.1.
12.5. Limited Support Applications. Notwithstanding anything to the contrary in this MSA or an Order, any Application Environment Services and Support for Limited Support Applications (or Non-Supported Applications, to the extent Netgain agrees to provide the same) are provided on a “best efforts” basis, meaning that Netgain will use commercially reasonable efforts to maintain the availability of the Applications and shall provide Support using personnel who may not have experience with such Applications, but have general knowledge and experience in information technology. Client acknowledges that despite Netgain’s use of best efforts, Limited Support Applications and Non-Supported Applications may not operate as expected or desired and may fail completely. Client acknowledges that Limited Support Applications may not meet current industry standards for security or privacy.
12.6. Other Services. Unless otherwise expressly agreed in writing by Netgain, all Supplemental Services (including all Professional Services) are provided on a “best efforts” basis, meaning that Netgain will use commercially reasonable efforts to achieve the Client’s desired outcome using personnel who have general knowledge and experience in information technology and/or Third Party Providers.
12.7. WARRANTY EXCLUSIONS AND DISCLAIMER OF IMPLIED WARRANTIES. EXCEPT FOR THE WARRANTIES EXPRESSLY STATED IN THIS AGREEMENT, NETGAIN, ITS SUPPLIERS, LICENSORS, SUBCONTRACTORS, DISTRIBUTORS AND RESELLERS MAKE NO REPRESENTATIONS OR WARRANTIES WHATSOEVER TO CLIENT, AND EXPRESSLY DISCLAIM ANY IMPLIED WARRANTIES, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, AND ANY WARRANTY THAT MAY ARISE THROUGH A COURSE OF DEALING. NETGAIN DOES NOT WARRANT THE SERVICES WILL BE ERROR-FREE, UNINTERRUPTED, OR COMPLETELY SECURE, OR THAT THE APPLICATION ENVIRONMENT OR ANY PARTICULAR APPLICATION IS FULLY COMPLIANT WITH THE AMERICANS WITH DISABILITIES ACT OR ANY SIMILAR STATE OR FEDERAL LAW. NETGAIN IS NOT RESPONSIBLE FOR ANY FAILURES OR DELAYS OF THIRD PARTY PROVIDERS, INCLUDING CLIENT’S INTERNET SERVCE OR WHERE SUCH FAILURE IS DUE TO ANOTHER FORCE MAJEURE EVENT. NETGAIN DOES NOT MAKE ANY WARRANTY OR REPRESENTATION REGARDING ANY THIRD PARTY PROVIDER, THE APPLICATIONS THEMSELVES, THE CLOUD INFRASTRUCTURE, ANY HARDWARE, OR ANY OTHER THIRD PARTY OFFERING, EVEN IF NETGAIN HAS PROCURED THE SAME ON CLIENT’S BEHALF.
13.1. Netgain Indemnification of Client. Netgain will defend, at its expense, Client, its employees, officers, directors, and representatives against any claim brought by an unaffiliated third party to the extent that the claim arises from Netgain’s breach of the IP Warranty, and will further pay any resulting non-appealable damages, costs, and expenses awarded by an arbitrator, court, or other tribunal having jurisdiction. In the alternative, Netgain may settle the claim provided that the settlement fully resolves the claim and does not require Client or other indemnified Person to make any statement of culpability. Netgain’s obligations under this Section do not extend to any claim to the extent the claim arises from (i) Client’s unauthorized combination of the Services with information, materials, software or other technology not provided by Netgain, (ii) Client’s unauthorized changes to the Services, (iii) Netgain’s provision of Supplemental Services, or (iv) Netgain’s authorized use of an Application.
13.2. Client’s Indemnification of Netgain. Client will defend, at its expense, any claim brought by an unaffiliated third party against Netgain, Netgain’s Affiliates, and their respective officers, directors, or personnel to the extent the claim arises from Client’s breach of Section 3, Section 8, or Section 10, and pay any resulting damages, costs, and expenses finally awarded by a court or other tribunal having jurisdiction. In the alternative, Client may settle the claim provided that the settlement fully resolves the claim and does not require Netgain or other indemnified Person to make any statement of culpability.
13.3. Procedures. The indemnified party must give notice of the indemnified claim to the indemnifying party within ten (10) days of the date the claim is made, provided that failure to give notice within the ten (10) day period does not relieve the indemnifying party of its obligations under this Section except to the extent the delay prejudices the defense of the matter. The indemnifying party has the right to select counsel to defend and to control the defense of any indemnified claim under this Section, except that (i) to the extent the claim involves a Third Party Provider and Client is the indemnifying party, such counsel must be reasonably acceptable to Netgain and (ii) the indemnified party may participate in the defense of the claim at the indemnified party’s option and expense, with counsel of its choice. The indemnified party shall comply with all of the indemnifying party’s reasonable requests for information or cooperation in connection with the defense of the claim.
13.4. Expenses Arising from Legal Disputes, Subpoenas Regarding Client’s Account. In addition to Client’s indemnification obligations hereunder, Client must also pay or reimburse Netgain’s reasonable actual attorneys’ fees and other expenses incurred in connection with any dispute between Persons having a conflicting claim as to the control of Client’s account, or to comply with any third party subpoena, warrant, or other mandated disclosure that is unrelated to any direct claim between Client and Netgain.
14.1. No Consequential, Indirect Damages. EXCEPT FOR EXCLUDED CLAIMS, AS DEFINED IN SECTION 20.15, NEITHER PARTY NOR ITS AFFILIATES, LICENSORS, SUPPLIERS, SUBCONTRACTORS, DISTRIBUTORS OR RESELLERS IS LIABLE TO THE OTHER FOR ANY LOST PROFITS, LOST REVENUE, LOST BUSINESS OPPORTUNITY, OR ANY INDIRECT, SPECIAL, INCIDENTAL, PUNITIVE, OR CONSEQUENTIAL LOSS OR DAMAGE OF ANY KIND ARISING IN CONNECTION WITH THIS AGREEMENT OR THE SERVICES TO BE PROVIDED HEREUNDER, OR ANY LOSS OR DAMAGE THAT COULD HAVE BEEN AVOIDED BY THE CLAIMING PARTY’S REASONABLE MITIGATION, EVEN IF THE PARTY HAS BEEN ADVISED OF OR SHOULD BE AWARE OF THE POSSIBILITY OF SUCH DAMAGES.
14.2. Maximum Liability. NOTWITHSTANDING ANYTHING TO THE CONTRARY IN THIS AGREEMENT AND EXCEPT FOR EXCLUDED CLAIMS AND THE LIQUIDATED DAMAGES DESCRIBED IN SECTION 15, THE MAXIMUM AGGREGATE LIABILITY OF A PARTY AND ITS AFFILIATES, LICENSORS, SUPPLIERS, SUBCONTRACTORS, DISTRIBUTORS, AND RESELLERS UNDER OR IN CONNECTION WITH THIS AGREEMENT FOR ANY TYPE OF DAMAGES SHALL NOT EXCEED THE GREATER OF TWENTY FIVE THOUSAND DOLLARS ($25,000.00) OR THE AMOUNT OF FEES PAID OR PAYABLE BY CLIENT UNDER THE ORDER(S) GIVING RISE TO THE CLAIM FOR THE TWO (2) MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM. FOR CLARITY, THE MAXIMUM AGGREGATE MONETARY LIMIT STATED IN THIS SUBSECTION IS NOT “PER INCIDENT” BUT IS AN AGGREGATE LIMITATION APPLICABLE TO ALL CLAIMS ARISING UNDER OR REGARDING THIS AGREEMENT (INCLUDING ALL ORDERS AND ALL OTHER COMPONENTS HEREOF).
14.3. Acknowledgment. The parties acknowledge that Netgain has set its prices and entered into this Agreement on reliance on the limitations of remedies and liability stated in the Agreement, and that these limitations reflect an agreed allocation of risk between the parties. The limitations stated in this Section shall apply to any liability arising from any cause of action whatsoever, whether in contract, tort, commercial code, strict liability or otherwise, even if a limited remedy fails of its essential purpose. Nothing in this Section precludes a party from seeking specific enforcement, injunctive relief or other non-monetary equitable remedy that is available by law. If these limitations as written are not permitted by applicable law, they shall apply to the fullest extent permitted by applicable law.
Neither party shall directly or indirectly solicit any employee, individual contractor, or employee of any contractor of the other party with whom one or more of such party’s personnel have interacted in connection with the Agreement, to terminate their employment, contractor, or other business relationship with the other party, provided however, that this Section does not restrict a party from employing an individual who responds to the party’s general employment advertisement or notice. The parties agree that reasonable liquidated damages for a breach of this Section is the solicited individual’s base pay (or in the case of a non-employee, the amount paid by the non-breaching party for the non-employee’s services) during the twelve (12) months preceding the solicitation in breach of this Section. This restriction shall survive expiration or termination of the Agreement for a period of twelve (12) months.
Neither party may assign this Agreement without the prior written consent of the other party, except that either party may assign this Agreement without the other party’s (i) in connection with a merger, acquisition, or the sale of all or substantially all of its assets, (ii) to an Affiliate, or (iii) as part of a corporate reorganization, in each case upon ten (10) days’ prior written notice to the party, which notice must including evidence of such permitted assignee’s assumption of all of the assigning party’s obligations hereunder. Any purported assignment in violation of this Section 16 is null and void.
17.1. Governing Law. This Agreement and any matters related hereto shall be governed by and construed in accordance with the laws of the State of Minnesota and the United States of America, as applicable, without giving effect to any conflicts of law rules. The parties expressly and irrevocably disclaim and waive the application of the United Nations Convention on Contracts for the International Sale of Goods and the Uniform Computer Information Transactions Act. The parties agree that neither the Services nor the Application Environment are considered “goods” covered by any state version of the Uniform Commercial Code.
17.2. Good Faith Negotiation and Mediation. Except for a request for temporary injunctive or other equitable relief, if a dispute arises out of or relates to this Agreement or the breach thereof (a “Dispute”), a party shall give written notice of the Dispute to the other party, and the parties shall attempt to resolve the Dispute through good faith negotiations between a member of the executive leadership (at the level of Vice President or higher) of each party. If the parties cannot reach a resolution within thirty (30) days following such initial notice, the parties agree to submit the Dispute for non-binding mediation administered by the American Arbitration Association under its Commercial Mediation Procedures prior to resorting to binding arbitration pursuant to Section 17.3. The mediator will be chosen by mutual agreement of the parties within twenty-one (21) days after written notice by either party demanding mediation. Neither party shall unreasonably withhold or delay consent to the selection of a mediator. The parties will share equally the costs of the mediation, exclusive of any fees paid by a party to its internal or external legal advisors, accountants, and experts in connection with the Dispute. The use of any mediation procedures will not be construed under the doctrines of laches, waiver or estoppel to affect adversely the rights of either party.
17.3. Binding Arbitration. If the Dispute is not resolved through negotiation or mediation within forty-five (45) days of the date of the initial demand for mediation, then such Dispute shall be finally settled by arbitration administered by the American Arbitration Association in accordance with its Commercial Arbitration Rules, and judgment on the award rendered by the arbitrator(s) may be entered in any court having jurisdiction thereof.
17.4. WAIVER OF JUDGE OR JURY TRIAL. EXCEPT FOR A REQUEST FOR TEMPORARY INJUNCTIVE OR OTHER EQUITABLE RELIEF, TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, EACH PARTY KNOWINGLY AND VOLUNTARILY WAIVES ITS RIGHTS TO HAVE ANY DISPUTE TRIED AND ADJUDICATED BY A JUDGE OR JURY. NOTWITHSTANDING ANYTHING TO THE CONTRARY CONTAINED IN THIS SECTION 17, NETGAIN MAY, BUT IS NOT REQUIRED TO PURSUE COLLECTION OF OVERDUE FEES VIA THE METHOD SET FORTH IN THIS SECTION 17, AND MAY ALSOTAKE ANY ACTION (WHETHER FORMAL OR INFORMAL) IN CONNECTION WITH THE COLLECTION OF OVERDUE FEES WHICH IS OTHERWISE PERMITTED BY APPLICABLE LAW, AND WITH CLIENT FURTHER SUBJECT TO SECTION 4.4 IN CONNECTION THEREWITH.
17.5. Time Bar. A party may not bring an action in relation to this Agreement more than two (2) years after the date that the cause of action accrued.
17.6. Prevailing Party Entitled to Fees and Costs. Without limiting any other provision of this Agreement, in the event of any arbitration or proceeding in connection with a Dispute, the prevailing party shall be entitled to recover from the losing party all of its costs and expenses incurred in connection with such arbitration or proceeding, including court costs and reasonable attorneys’ fees, whether or not such arbitration or proceeding is prosecuted to judgment.
18.1. References. Each party may use the other party’s name and logo in presentations to individuals or small groups, in website and social media publications and postings, and in its collateral materials (i.e. brochures and other promotional material) and may provide the name of the other party’s primary contact as a reference as part of private business discussions, provided that it uses the other party’s trademarks in accordance with the other party’s trademark usage guidelines. A party may not use the other party’s name, logo, or primary contact information in any other manner without the other party’s prior written consent.
18.2. Force Majeure. Except for Client’s payment obligations, neither party is in violation of the Agreement if the failure to perform is due to an event beyond that party’s reasonable control, including but not limited to earthquakes, storms, and other natural disasters, war, riot, insurrection, electrical or power outages, telecommunications or internet service failures, denial of service attacks, epidemic, pandemic, governmental acts, orders, or restrictions, strikes or other organized labor action, or terrorism.
18.3. Relationship Between the Parties. The parties are independent contractors, and except as expressly contemplated in an Order with respect to Netgain’s provision of Services to Client, neither party is the agent of the other nor has the right to bind the other on any contract with a third party. Nothing in this Agreement creates an obligation of exclusivity or non-competition. Each party is free to purchase and sell services of the type described in the Agreement to any Person, including competitors of the other party.
18.4. Notices. Except where notice via email is expressly permitted, all notices, requests, consents, claims, demands, and other communications hereunder shall be in writing, in English, and will be deemed to have been given: (i) when delivered by hand (with written confirmation of receipt); (ii) when received by the addressee if sent by a nationally recognized overnight courier (receipt requested); or (iii) on the third day after the date mailed, by certified or registered mail, return receipt requested, postage prepaid. Such communications must be sent to the respective parties at the addresses set forth on the most recent Order, Attn: Legal Notices (or to such other address that may be designated by a party from time to time in accordance with this Section), and with respect to notices to Netgain, a copy of all notices must also be sent to legalnotice@netgaincloud.com.
18.5. Third Party Beneficiaries. Unless and to the extent specifically stated otherwise in some other Section of this Agreement, there are no third party beneficiaries to this Agreement. Except as required or permitted by Third Party Terms, neither party’s clients, end users, suppliers, or any other Person shall have the right to enforce this Agreement.
18.6. Severability. In the event one or more of the terms of this Agreement are adjudicated invalid, illegal, or unenforceable, the adjudicating body may either interpret this Agreement as if such terms had not been included or may reform such terms to the limited extent necessary to make them valid, legal or enforceable, consistent with the economic and legal incentives underlying the Agreement.
18.7. No Waiver. No right or remedy arising regarding this Agreement shall be waived by a course of dealing between the parties, or a party’s delay in exercising the right or remedy. A party may waive a right or remedy only by signing a written document that expressly identifies the right or remedy waived. Unless expressly stated in the waiver, a waiver of any right or remedy on one occasion will not be deemed a waiver of that right or remedy on any other occasion, or a waiver of any other right or remedy.
18.8. Amendments.
18.8.1. Changes to Online Terms. Netgain may modify this MSA, any SLA, any Service Specific Terms, and any other online document that is part of the Agreement at any time, in its discretion, provided that except for modifications to the Policies, which are effective when posted, such modifications shall not apply to any existing Orders until first renewal term for such Order which commences at least thirty (30) days following such change. Modifications are immediately effective as to any Order that is signed after the date the modified document is published online. If Client executes a modification to an existing Order, the version of the MSA, SLA, Service Specific Terms, and other online documents that are published on the date of that modification control as to all Orders for the Services covered by the Order as modified. In addition, Netgain may make modifications effective as to existing Orders by giving Client notice of the modification or publishing a description of the modification in a conspicuous location (such as the Client login page for the Services) provided that if Client gives a notice of objection to the modification within thirty (30) days of the notice or publication and the parties are not able to resolve the objection through the use of good faith negotiations, then the modification shall not become effective as to Client and Netgain may terminate the Agreement on written notice.
18.8.2. Other Changes. Except as expressly provided in Section 18.8.1 or elsewhere in this Agreement, no amendment, modification, or waiver of any provision of this Agreement shall be effective unless in writing and signed by duly authorized signatories of both parties, which must specifically reference the component(s) of the Agreement to be modified.
18.9. Entire Agreement. The Agreement (including any subsequent Orders and later-executed documents hereunder) is the complete and exclusive agreement between the parties with respect to its subject matter and supersedes and replaces in full any prior or contemporaneous agreements or understandings, written or oral, including but not limited to any prior nondisclosure, confidentiality, or similar agreement.
18.10. Counterparts. Each Order and any other component of this Agreement to be executed by the parties from time to time (excluding notices, which shall be provided pursuant to Section 18.4) may be executed in any number of counterparts, each of which may be deemed an original, but all of which together constitute one and the same agreement. An electronically signed copy of any such document delivered by e-mail or other means of electronic transmission will be deemed to have the same legal effect as delivery of an original signed copy.
19.1. Order of Precedence. If there is a conflict between the documents that comprise the “Agreement,” the documents control in the following order: the Business Associate Addendum (if applicable), this MSA, the SLA, the Service Specific Terms, the Order, and the Policies, except to the extent the Order expressly states that a particular attachment or provision thereof shall supersede a specific provision of this MSA or the SLA.
19.2. Section Headings. The section headings are for convenience of reference only and shall not be used in interpreting this Agreement.
19.3. Additional Rules of Interpretation. The term “law” refers to statutes, regulations, executive Orders, and other legally binding rules issued by a government agency having jurisdiction. The word “including” means “including, without limitation.” All technology provided under this Agreement is licensed and not sold; any use of the term “sale” or like word means a sale of a license. Nouns stated in the singular may imply the plural as indicated by the context.
Capitalized terms not otherwise defined herein have the meanings given in this Section.
20.1. “Acceptable Use Policy” means the Acceptable Use Policy posted by Netgain, as amended by Netgain from time to time in its discretion, or if no such Policy is posted, all acceptable use or similar policies published by Amazon Web Services, Inc. and Microsoft Corporation in connection with their provision of their services and/or use of their software and other products.
20.2. “Affiliate” means an entity or other Person that controls, is controlled by, or is under common control with the Person referred to, where “control” means the legal, beneficial, or equitable ownership, directly or indirectly, of more than fifty percent (50%) of the aggregate of all voting equity interests in the entity.
20.3. “Agreement” means each Order, whether now or hereafter existing, this MSA, the SLA, the BAA (if applicable), the Service Specific Terms (if any), the Policies, and any other documents attached to or incorporated by reference into any of the foregoing, in each case as amended from time to time in accordance with its terms, and any other agreements executed by the parties which reference this MSA, regardless of the title of such agreement(s).
20.4. “Application(s)” means those software applications that are hosted or supported by Netgain, whether or not proprietary to Client or listed as Standard Applications.
20.5. “Application Environment” means the Netgain-managed cloud environment consisting of Cloud Infrastructure and Netgain’s proprietary technology for the management of application hosting environments.
20.6. “Application Environment Services” means Netgain’s provision of the Application Environment, including all server infrastructure to support all Users and Standard Applications, virus protection and monitoring for all server infrastructure, and data backups for Client Data, as may be further detailed or limited in the Order or elsewhere in the Agreement. Unless otherwise agreed in the Order, Application Environment Services do not include licensing, local network support, or mobile device management.
20.7. “BAA” means the Business Associate Agreement between Netgain and Client, if any.
20.8. “Business Day” means each of Monday – Friday, excluding federal public holidays in the United States. Unless identified as a Business Day, all references to “days” shall mean calendar days.
20.9. “Cause” means:
20.9.1. With respect to either party as the terminating party, (a) upon the institution by or against either party of insolvency, receivership or bankruptcy proceedings or any other proceedings for the settlement of the debt of either party; (b) upon either party making an assignment for the benefit of creditors; (c) upon the dissolution of or ceasing to do business by either party; or (d) where Netgain is legally unable to provide the Services and no alternative services are available.
20.9.2. With respect to Netgain as the terminating party, Client’s failure to pay to pay any amounts due under this Agreement within sixty (60) days of the date listed on the invoice.
20.10. “Change Order” means a document executed by both of the parties hereto describing an agreed change with respect to the Order to which it applies (and not to any other Orders between Client and Netgain unless expressly agreed therein), together with any expected adjustments to the Fees.
20.11. “Client Data” means the information and data that Client processes by means of the Applications.
20.12. “Cloud Infrastructure” means the computing, storage, networking, database, and related information systems infrastructure that Netgain uses to host Applications.
20.13. “Cloud Infrastructure Provider” means the provider of the Cloud Infrastructure, which may be Netgain or a Third Party Provider.
20.14. “Confidential Information” means non-public information disclosed by one party to the other party, on any media, whether before or after the effective date of the Agreement that: (i) the recipient should reasonably understand to be confidential, such as (a) for Client, the Client Data, and (b) for Netgain, unpublished prices and other terms of service, product development plans, vendors, audit and security reports, and other proprietary information or technology; or (ii) is marked or otherwise conspicuously designated as confidential by the disclosing party. Information that is independently developed by a party without reference to the other party’s Confidential Information, or that becomes available to a party, other than through violation of this Agreement or applicable law, is not “Confidential Information” of the other party.
20.15. “Excluded Claims” means, collectively, (i) claims arising from a party’s intentional tort, (ii) claims arising from a party’s intentional breach of its confidentiality obligations under Section 13, (iii) claims based on the party’s infringement or misappropriation of the other party’s intellectual property rights, (iv) claims arising from Client’s alleged noncompliance with any Third Party Terms, and (v) Client’s payment obligations to Netgain under the Agreement.
20.16. “Feedback” means any feedback, modifications, enhancements (including enhancement requests), recommendations, suggestions, or other derivative works (regardless of the source of inspiration) provided to Netgain, its personnel, or its Representatives by Client, its personnel, or its Representatives.
20.17. “Fees” means any amounts payable to Netgain by Client under this Agreement, including but not limited to the Monthly Fees, applicable time and materials fees, and any other applicable fees under this Agreement (including any Order). All Fees and other amounts due hereunder are payable in United States Dollars.
20.18. “Limited Support Applications” means all Applications designated as “Limited Support Applications” in the applicable Order, subject to reaching End of Life (EOL), as defined in the applicable SLA or elsewhere in the Agreement.
20.19. “Monthly Fees” means the fees payable on a recurring monthly basis for Services to be provided hereunder, including licensing fees payable to Netgain in connection with the license of Third Party Offerings.
20.20. “Non-Supported Applications” means any Application which is not a Standard Application or a Limited Support Application. Netgain reserves the right to remove a Non-Supported Application at any time without notice to Client.
20.21. “Order” means the order document signed by Client and Netgain that describes the Services to be provided by Netgain thereunder, the related Fees, and such other terms as the parties may agree, whether styled as a “Service Order,” “Order Form,” Statement of Work,” “Scope of Work,” “SOW,” or other title, as amended from time to time pursuant to a Change Order or as otherwise contemplated in this Agreement.
20.22. “Person” means any individual, partnership, company, limited liability company, joint venture, association, joint-stock company, trust, unincorporated organization, government or agency or political subdivision thereof, or other entity.
20.23. “Policies” means Netgain’s Privacy Policy, Acceptable Use Policy, and any other policies generally applicable to its clients or visitors to its website(s) or platform(s).
20.24. “Privacy Policy” means the privacy policy located at [ ] (or any successor location designated by Netgain), as amended by Netgain from time to time in its discretion.
20.25. “Professional Services” means Services identified in an Order or this Agreement as “professional services” such as custom configurations of Applications, Major Upgrades (as defined in any applicable SLA), related data migration, and modifications to systems architecture, or as otherwise identified my Netgain from time to time in the Policies. Unless otherwise agreed, Professional Services are charged at Netgain’s then-current hourly rates, together with any applicable expenses.
20.26. “Service Commencement Date” means the first day of the first calendar month following the Go Live Date, as defined in the applicable Order, or if none, the first date on which Services have commenced under such Order.
20.27. “Services” mean, collectively, the Application Environment Services, the Professional Services, the Support, and the other Supplemental Services.
20.28. “Service Specific Terms” means terms applicable to a particular Netgain Service offering, which apply solely if referenced in or attached to the relevant Order.
20.29. “SLA” means the Service Level Agreement incorporated into an Order by reference, if any.
20.30. “Standard Applications” means those Applications listed as Standard Applications in the applicable Order or an Appendix thereto, subject to reaching End of Life, as defined in the applicable SLA.
20.31. “Supplemental Services” means any services provided to Client by Netgain under this Agreement which are not Application Environment Services or Covered Support, as such term is defined in an SLA. Unless otherwise agreed in writing, Supplemental Services are provided on a time and materials basis at Netgain’s then-current hourly rates.
20.32. “Support” means technical assistance for the use of the Application Environment Services, and may include technical assistance for the configuration and management of certain Applications to the extent set forth in the Order or SLA, as well as such other technical support as Netgain may provide from time to time. Except to the extent included as Covered Support under the Order or SLA, Support is provided as a Supplemental Service on a time and materials basis and is subject to Netgain resource availability.
20.33. “Third Party Offering” means any Application, hardware, product, service, or other material provided by a Person other than Netgain or Client, including, for the avoidance of doubt, third party Applications for which Client purchases licenses through Netgain.
20.34. “Third Party Provider” means a provider of Third Party Offering (other than Netgain).
20.35. “Third Party Terms” means any Third Party Provider’s terms and conditions, license, SAAS agreement, services agreement, acceptable use policy, privacy policy, or other terms to which Client and/or Netgain are subject in connection with an applicable Third Party Offering.
20.36. “User” means a unique individual authorized by Client as a user of the Services and/or one or more Applications in accordance with Section 3.1. For clarity, the number of authorized Users does not refer to contemporaneous users, but to unique individuals, and User seats may not be re-assigned from one individual to another.
