Terms of Service

1. Acceptance of Terms

By accessing and using iTenance, you accept and agree to be bound by the terms and provisions of this agreement. If you do not agree to these terms, please do not use this service.

2. Description of Service

iTenance is a maintenance management system that allows organizations to track equipment, manage work orders, monitor inventory, and schedule maintenance tasks. The service is provided on a multi-tenant basis with complete data isolation between organizations.

3. User Accounts

To use the service, you must:

• Be authorized by your organization to access the system
• Provide accurate and complete registration information
• Maintain the security of your password and account
• Notify us immediately of any unauthorized use of your account
• Accept responsibility for all activities that occur under your account

4. Acceptable Use

You agree not to:

• Use the service for any unlawful purpose
• Attempt to gain unauthorized access to any part of the service
• Interfere with or disrupt the service or servers
• Upload malicious code, viruses, or harmful content
• Impersonate another person or entity
• Collect or harvest information about other users
• Use the service in any way that could damage or overburden our infrastructure

5. Data and Content

• Your Data: You retain all rights to the data you enter into the system. By using the service, you grant us permission to store, process, and display your data solely for the purpose of providing the service.
• Data Security: We implement industry-standard security measures to protect your data, but cannot guarantee absolute security. You are responsible for maintaining backups of critical data.
• Data Accuracy: You are responsible for the accuracy and legality of the data you input into the system.

6. Intellectual Property

The service, including its original content, features, and functionality, is owned by iTenance and is protected by international copyright, trademark, patent, trade secret, and other intellectual property laws.

7. Service Availability and Outages

The service is provided on an "as available" basis. You acknowledge and agree to the following:

• No Uptime Guarantee: While we strive to provide reliable service, we do not guarantee any specific uptime percentage or uninterrupted access. The service may experience outages, slowdowns, or interruptions at any time.
• Scheduled Maintenance: We reserve the right to perform scheduled maintenance, updates, and upgrades at any time, which may result in temporary service unavailability. We will attempt to provide advance notice when feasible, but are not obligated to do so.
• Emergency Maintenance: We may perform emergency maintenance without prior notice to address security issues, critical bugs, or infrastructure problems. Such maintenance may result in immediate service interruption.
• Third-Party Dependencies: The service relies on third-party providers for hosting, storage, email delivery, and other infrastructure. We are not liable for any service interruptions caused by third-party provider outages or failures.
• Force Majeure: We shall not be liable for any failure to perform our obligations where such failure results from acts beyond our reasonable control, including but not limited to: acts of God, natural disasters, war, terrorism, riots, embargoes, acts of civil or military authorities, fire, floods, accidents, pandemics, network infrastructure failures, strikes, or shortages of transportation, facilities, fuel, energy, labor, or materials.
• Data Backup Responsibility: While we implement backup procedures, you are solely responsible for maintaining your own independent backups of critical data. We are not liable for any data loss, corruption, or unavailability that may occur during service outages.
• No Liability for Outages: We shall not be liable for any loss, damage, cost, or expense arising from service unavailability, outages, performance degradation, or delays, including but not limited to: lost revenue, lost profits, lost business opportunities, lost data, reputational damage, or any other consequential, incidental, or indirect damages.

8. Warranties and Disclaimers

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND. WE EXPRESSLY DISCLAIM:

• Fitness for Purpose: We make no warranty that the service will meet your specific requirements, be suitable for your particular purpose, or achieve any specific results.
• Error-Free Operation: We do not warrant that the service will be uninterrupted, timely, secure, or error-free, or that defects will be corrected.
• Accuracy and Reliability: We do not warrant the accuracy, reliability, or completeness of any content, information, or results obtained through the service.
• Security: While we implement security measures, we do not warrant that the service will be free from unauthorized access, viruses, malware, or other harmful components.
• Beta and Experimental Features: The service may include beta, experimental, or preview features that are provided "as is" without any warranty. These features may be unstable, contain bugs, and may be modified or discontinued at any time without notice.
• Right to Modify or Discontinue: We reserve the right to modify, suspend, or discontinue any aspect of the service, including features, functionality, or pricing, at any time with or without notice. We are not liable for any modification, suspension, or discontinuation of the service.

9. Limitation of Liability

To the maximum extent permitted by law, iTenance shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenues, whether incurred directly or indirectly, or any loss of data, use, goodwill, or other intangible losses resulting from your use of the service.

10. Indemnification

You agree to indemnify and hold harmless iTenance and its officers, directors, employees, and agents from any claims, damages, losses, liabilities, and expenses arising from your use of the service or violation of these terms.

11. Termination

We may terminate or suspend your account and access to the service immediately, without prior notice, for conduct that we believe violates these Terms of Service or is harmful to other users, us, or third parties, or for any other reason at our sole discretion.

12. Payment Terms and Subscriptions

If you purchase a subscription to iTenance, the following payment terms apply:

• Subscription Plans: We offer various subscription plans with different features and pricing. All prices are displayed in the currency specified during registration and are subject to applicable taxes.
• Billing Cycle: Subscriptions are billed on a monthly or annual basis, depending on the plan selected. Billing occurs automatically at the start of each billing period.
• Payment Methods: We accept payment via credit card, bank transfer, or invoice (for eligible enterprise customers). All payment information is processed securely through third-party payment processors.
• Auto-Renewal: Your subscription will automatically renew at the end of each billing period unless you cancel before the renewal date. You will be charged the then-current rate for your subscription plan.
• Failed Payments: If a payment fails, we will attempt to process it again. If payment cannot be processed after multiple attempts, your account may be suspended or downgraded until payment is received.
• Refund Policy: Refunds are provided at our sole discretion. Monthly subscriptions are generally non-refundable. Annual subscriptions may be eligible for a pro-rated refund within 30 days of purchase. Contact support for refund requests.

13. Use of Service Related to Payment

Your access to features and service capacity is determined by your subscription plan:

• Feature Access: Different subscription tiers provide access to different features. Premium features are only available to subscribers of eligible plans.
• User Limits: Your subscription plan determines the number of maintenance staff users allowed. Additional users can be added for an extra fee.
• Storage Limits: Each subscription plan includes a specific amount of storage for documents, images, and attachments. Additional storage may be purchased separately.
• Service Modification: We reserve the right to modify subscription plans, pricing, and features with reasonable notice. Existing subscribers will be notified of changes at least 30 days in advance.
• Downgrade and Cancellation: You may downgrade or cancel your subscription at any time. Downgrades and cancellations take effect at the end of the current billing period. No refunds are provided for the remaining period.
• Non-Payment and Suspension: If payment is not received, we reserve the right to suspend or terminate your access to the service. Data will be retained for a grace period but may be deleted if payment is not received.

14. Changes to Terms

We reserve the right to modify these terms at any time. We will notify users of any material changes. Your continued use of the service after such modifications constitutes acceptance of the updated terms.

15. Governing Law

These terms shall be governed by and construed in accordance with the laws of the jurisdiction in which iTenance operates, without regard to its conflict of law provisions.

16. Contact Information

If you have any questions about these Terms of Service, please contact your system administrator or reach out to us at the contact information provided in your organization's settings.