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Terms of Service

This appEQ Subscription Terms of Service (“Agreement“) is entered into by and between the appEQ entity set forth below (“appEQ“) and the entity or person placing an order for or accessing any Services (“Customer” or “you“). If you are accessing or using the Services on behalf of your company, you represent that you are authorized to accept this Agreement on behalf of your company, and all references to “you” or “Customer” reference your company.

This Agreement permits Customer to purchase subscriptions to online software-as-a-service products and other services from appEQ pursuant to any appEQ ordering documents, online registration, order descriptions or order confirmations referencing this Agreement (“Order Form(s)“) and sets forth the basic terms and conditions under which those products and services will be delivered.

The “Effective Date” of this Agreement is the date which is the earlier of (a) Customer’s initial access to any Service (as defined below) through any online provisioning, registration or order process or (b) the effective date of the first Order Form referencing this Agreement.

As used in this Agreement, “appEQ” means (a) appEQ, Inc., a Delaware corporation with offices at 16192 Coastal Highway, Lewes, DE – 19958, USA.

Modifications to this Agreement: From time to time, appEQ may modify this Agreement. Unless otherwise specified by appEQ, changes become effective for Customer upon renewal of Customer’s current Subscription Term (as defined below) or entry into a new Order Form. appEQ will use reasonable efforts to notify Customer of the changes through communications via Customer’s account, email or other means. If appEQ specifies that changes to the Agreement will take effect prior to Customer’s next renewal or order (such as for legal compliance or product change reasons) and Customer objects to such changes, Customer may terminate the applicable Subscription Term and receive as its sole remedy a refund of any fees Customer has pre-paid for use of the applicable Services for the terminated portion of the Subscription Term, commencing on the date notice of termination was received.

BY INDICATING YOUR ACCEPTANCE OF THIS AGREEMENT OR ACCESSING OR USING ANY SERVICES, YOU ARE AGREEING TO BE BOUND BY ALL TERMS, CONDITIONS, AND NOTICES CONTAINED OR REFERENCED IN THIS AGREEMENT. IF YOU DO NOT AGREE TO THIS AGREEMENT, PLEASE DO NOT USE ANY SERVICES. FOR CLARITY, EACH PARTY EXPRESSLY AGREES THAT THIS AGREEMENT IS LEGALLY BINDING UPON IT. THIS AGREEMENT CONTAINS MANDATORY ARBITRATION PROVISIONS THAT REQUIRE THE USE OF ARBITRATION TO RESOLVE DISPUTES, RATHER THAN JURY TRIALS. PLEASE READ IT CAREFULLY.

1. Definitions

Affiliate” means any entity under the control of Customer where “control” means ownership of or the right to control greater than 50% of the voting securities of such entity.
AUP” means appEQ’s Acceptable Use Policy, available at here, incorporated into these terms by this reference.
Beta Offerings” means pre-release services, features, or functions identified as alpha, beta, preview, early access, or words or phrases with similar meanings.
Contractor” means an independent contractor or consultant who is not a competitor of appEQ.
Customer Data” means any data of any type that is submitted to the Services by or on behalf of Customer, including without limitation: (a) data submitted, uploaded or imported to the Services by Customer (including from Third Party Platforms) and (b) data provided by or about People (including chat and message logs) that are collected from the Customer Properties using the Services.
Customer Properties” means Customer’s websites, apps, or other offerings owned and operated by (or for the benefit of) Customer through which Customer uses the Services to communicate with People.
Dashboard” means appEQ’s user interface for accessing and administering the Services that Customer may access via the web or the appEQ Apps.
Extension” means appEQ’s user interface for accessing and administering the Services that Customer may access via the Browser Extension.
Documentation” means the technical user documentation provided with the Services.
Feedback” means comments, questions, suggestions or other feedback relating to any appEQ product or service. Feedback does not include any Customer Data.
Intellectual Property Rights” include all valid patents, trademarks, copyrights, trade secrets, moral rights, and other intellectual property rights, as may exist now or hereafter come into existence, and all renewals and extensions thereof, and all improvements to any of the foregoing, regardless of whether any of such rights arise under the laws of any state, country or other jurisdiction.
appEQ Code” means certain JavaScript code, software development kits (SDKs) or other code provided by appEQ for deployment on Customer Properties.
Laws” means all applicable local, state, federal and international laws, regulations and conventions, including, without limitation, those related to data privacy and data transfer, international communications, and the exportation of technical or personal data.
Order Form” means a written or electronic form to order the Services or an online order completed through appEQ’s website. Upon execution by the parties (or, in the case of electronic orders, confirmation and placement of the order), each Order Form will be subject to the terms and conditions of this Agreement.
People” (in the singular, “Person”) means Customer’s end-user customers, potential end-user customers, and other users of and visitors to the Customer Properties.
Permitted User” means an employee or Contractor of Customer or its Affiliate who is authorized to access the Service.
Sensitive Personal Information” means any of the following: (i) credit, debit or other payment card data subject to the Payment Card Industry Data Security Standards (“PCI DSS”); (ii) patient, medical or other protected health information regulated by the Health Insurance Portability and Accountability Act (“HIPAA”) not authorized or covered by a duly executed Business Associate Agreement with appEQ; or (iii) any other personal data of an EU citizen deemed to be in a “special category” (as identified in EU General Data Protection Regulation or any successor directive or regulation).
Services” means appEQ’s proprietary software-as-a-service solution(s), including the Extension, Dashboard, appEQ application programming interfaces (APIs), appEQ Code and appEQ Apps, as described in the applicable Order Form.
Taxes” means any sales, use, GST, value-added, withholding, or similar taxes or levies, whether domestic or foreign, other than taxes based on the income of appEQ.
Third Party App(s)” means a separate, stand-alone service accessible apart from the generally available appEQ Service to which Customer subscribes. A Third Party App allows Customer to integrate the appEQ App provided with Customer’s appEQ App account(s) (as defined in the “Agreement”) with Customer’s Third Party App services account(s).
Third-Party Platform(s)” means any software, software-as-a-service, data sources or other products or services not provided by appEQ that are integrated with or otherwise accessible through the Services.

2. appEQ Services

2.1. Services Overview. appEQ’s Services are a suite of Collaboration and Communication software-as-a-service solutions offered through a single platform. The Services are designed to enable end-users to better collaborate with their colleagues and customers directly within the context of the underlying Business Apps and Platforms they work on. The Services also include appEQ extension to enable communication and collaboration functionality.

2.2. Provision of Services. Each Service is provided on a subscription basis for a set term designated on the Order Form (each, a “Subscription Term“). Customer will purchase and appEQ will provide the specific Services as specified in the applicable Order Form.

2.3. Access to Services. Customer may access and use the Services solely for its own benefit (and for the benefit of People) and in accordance with the terms and conditions of this Agreement, the Documentation and any scope of use restrictions designated in the applicable Order Form (including without limitation the number of People tracked). Use of and access to the Services is permitted only by Permitted Users. If any Permitted User who has access to a user ID is no longer an employee (or Contractor, as set forth below) of Customer, then Customer will promptly delete such user ID and otherwise terminate such Permitted User’s access to the Service.

2.4. Contractors and Affiliates. Customer may permit its Contractors and its Affiliates’ employees and Contractors to serve as Permitted Users, provided Customer remains responsible for compliance by such individuals with all of the terms and conditions of this Agreement, and any use of the Services by such individuals is for the sole benefit of Customer.

2.5. General Restrictions. Customer will not (and will not permit any third party to): (a) rent, lease, provide access to or sublicense the Services to a third party; (b) use the Services to provide, or incorporate the Services into, any product or service provided to a third party other than the Customer Properties; (c) reverse engineer, decompile, disassemble, or otherwise seek to obtain the source code or non-public APIs to the Services, except to the extent expressly permitted by applicable law (and then only upon advance notice to appEQ); (d) copy or modify the Services or any Documentation, or create any derivative work from any of the foregoing; (e) remove or obscure any proprietary or other notices contained in the Services (including without limitation (i) the “Powered by appEQ” designation that may appear as part of the deployment of the Services on Customer Properties and (ii) notices on any reports or data printed from the Services); or (f) publicly disseminate information regarding the performance of the Services.

2.6. Trial Subscriptions. If Customer receives free access or a trial or evaluation subscription to the Service (a “Trial Subscription”), then Customer may use the Services in accordance with the terms and conditions of this Agreement for a period of fourteen (14) days or such other period granted by appEQ (the “Trial Period”). Trial Subscriptions are permitted solely for Customer’s use to determine whether to purchase a paid subscription to the Services. Trial Subscriptions may not include all functionality and features accessible as part of a paid Subscription Term. If Customer does not enter into a paid Subscription Term, this Agreement and Customer’s right to access and use the Services will terminate at the end of the Trial Period. appEQ has the right to terminate a Trial Subscription at any time for any reason. NOTWITHSTANDING ANYTHING TO THE CONTRARY IN THIS AGREEMENT, appEQ WILL HAVE NO WARRANTY, INDEMNITY, SUPPORT, OR OTHER OBLIGATIONS WITH RESPECT TO TRIAL SUBSCRIPTIONS.

2.7. Beta Offerings. Customer may choose to use Beta Offerings in its sole discretion. Beta Offerings may not be supported and may be changed at any time without notice. Beta Offerings may not be as reliable or available as the Service. Beta Offerings are not subject to the same security measures as in the Security Policy. appEQ will have no liability arising out of or in connection with Beta Offerings. CUSTOMER USES BETA OFFERINGS AT ITS OWN RISK.

3. Customer Data and Customer Obligations

3.1. Data Processing by appEQ. All data processing activities by the Service will be governed to ensure such processing is conducted in accordance with applicable laws and with due respect for the rights and freedoms of individuals whose Personal Data is processed.

3.2. Rights in Customer Data. As between the parties, Customer will retain all right, title and interest (including any and all Intellectual Property Rights) in and to the Customer Data as provided to appEQ. Subject to the terms of this Agreement, Customer hereby grants to appEQ a non-exclusive, worldwide, royalty-free right to use, copy, store, transmit, modify, create derivative works of and display the Customer Data solely to the extent necessary to provide the Services to Customer.

3.3. Storage of Customer Data. appEQ does not provide an archiving service. appEQ agrees only that it will not intentionally delete any Customer Data from any Service prior to termination of Customer’s applicable Subscription Term and expressly disclaims all other obligations with respect to storage.

3.4. Customer Obligations.
a) In General. Customer is solely responsible for the accuracy, content and legality of all Customer Data. Customer represents and warrants to appEQ that Customer has all necessary rights, consents and permissions to collect, share and use all Customer Data as contemplated in this Agreement (including granting appEQ the rights in Section 3.1 (Rights in Customer Data)) and that no Customer Data will violate or infringe (i) any third party Intellectual Property Rights or, publicity, privacy, or other rights, (ii) any Laws, or (iii) any terms of service, privacy policies or other agreements governing the Customer Properties or Customer’s accounts with any Third-Party Platforms. Customer further represents and warrants that all Customer Data complies with the AUP. Customer will be fully responsible for any Customer Data submitted to the Services by any Person as if it was submitted by Customer.
b) No Sensitive Personal Information. Except as otherwise expressly agreed between the Parties in writing by entering into a business associate agreement for HIPAA data, Customer specifically agrees not to use the Services to collect, store, process or transmit any Sensitive Personal Information. Customer acknowledges that appEQ is not a payment card processor and that the Services are not PCI DSS compliant. Except for appEQ’s obligations as a business associate pursuant to this Agreement, Customer shall be responsible for any Sensitive Personal Information it submits to the Service, and appEQ will treat such submissions as Customer Data as defined in this Agreement such that appEQ is not subject to any additional obligations that apply to Sensitive Personal Information.
c) Compliance with Laws. Customer agrees to comply with all applicable Laws in its use of the Services. Without limiting the generality of the foregoing, Customer will not engage in any unsolicited advertising, marketing, or other activities using the Services, including without limitation any activities that violate the Telephone Consumer Protection Act of 1991, CAN-SPAM Act of 2003 or any other anti-spam laws and regulations.

3.5. Indemnification by Customer. Customer will indemnify, defend and hold harmless appEQ from and against any and all claims, costs, damages, losses, liabilities and expenses (including reasonable attorneys’ fees and costs) arising out of or in connection with any claim arising from or relating to any Customer Data, Customer’s use of a Third Party App, or breach or alleged breach by Customer of Section 3.4 (Customer Obligations). This indemnification obligation is subject to Customer receiving (i) prompt written notice of such claim (but in any event notice in sufficient time for Customer to respond without prejudice); (ii) the exclusive right to control and direct the investigation, defense, or settlement of such claim; and (iii) all necessary cooperation of appEQ at Customer’s expense. Notwithstanding the foregoing sentence, (a) appEQ may participate in the defense of any claim by counsel of its own choosing, at its cost and expense and (b) Customer will not settle any claim without appEQ’s prior written consent, unless the settlement fully and unconditionally releases appEQ and does not require appEQ to pay any amount, take any action, or admit any liability.

3.6. Aggregated Anonymous Data. Notwithstanding anything to the contrary herein, Customer agrees that appEQ may obtain and aggregate technical and other data about Customer’s use of the Services that is non-personally identifiable with respect to Customer (“Aggregated Anonymous Data“), and appEQ may use the Aggregated Anonymous Data to analyze, improve, support and operate the Services and otherwise for any business purpose during and after the term of this Agreement, including without limitation to generate industry benchmark or best practice guidance, recommendations or similar reports for distribution to and consumption by Customer and other appEQ customers. For clarity, this Section 3.5 does not give appEQ the right to identify Customer as the source of any Aggregated Anonymous Data.

4. Security

appEQ agrees to use commercially reasonable technical and organizational measures designed to prevent unauthorized access, use, alteration or disclosure of any Service or Customer Data, as further described in appEQ’s Security Policy. However, appEQ will have no responsibility for errors in transmission, unauthorized third-party access or other causes beyond appEQ’s control.

5. Third-Party Platforms and Third Party Apps

5.1 Integration with Third Party Platforms. The Services may support integrations with certain Third-Party Platforms. In order for the Services to communicate with such Third-Party Platforms, Customer may be required to input credentials in order for the Services to access and receive relevant information from such Third-Party Platforms. By enabling use of the Services with any Third-Party Platform, Customer authorizes appEQ to access Customer’s accounts with such Third-Party Platform for the purposes described in this Agreement. Customer is solely responsible for complying with any relevant terms and conditions of the Third-Party Platforms and maintaining appropriate accounts in good standing with the providers of the Third-Party Platforms. Customer acknowledges and agrees that appEQ has no responsibility or liability for any Third-Party Platform or App, or how a Third-Party Platform (including Apps) uses or processes Customer Data after such is exported to a Third-Party Platform or App. appEQ does not guarantee that the Services will maintain integrations with any Third-Party Platform, and appEQ may disable integrations of the Services with any Third-Party Platform at any time with or without notice to Customer. For clarity, this Agreement governs Customer’s use of and access to the Services, even if accessed through an integration with a Third-Party Platform.

5.2 Third Party Apps. Customer represents and warrants that Customer has agreed to the terms of service associated with any Third Party App(s) and has created, or has authorized appEQ to create on Customer’s behalf, a Third Party App account in accordance with such terms and conditions, which govern Customer’s use of such Third Party App account. appEQ will have no liability for and the Third Party App provider is solely responsible for the Third Party App’s network, functionality, clients, and APIs.

5.3 Third Party Beta Releases. TO THE EXTENT A CUSTOMER USES FEATURES IN THE SERVICE THAT INTEGRATE WITH A THIRD-PARTY PLATFORM AND A CUSTOMER REQUESTS THAT APPEQ INTEGRATE WITH SUCH THIRD PARTY PLATFORM’S BETA OR PRE-RELEASE FEATURES (“THIRD PARTY BETA RELEASES”), APPEQ WILL HAVE NO LIABILITY ARISING OUT OF OR IN CONNECTION WITH APPEQ PARTICIPATION IN SUCH THIRD PARTY BETA RELEASES OR CUSTOMER’S USE OF SUCH INTEGRATED FEATURES.

6. Ownership

6.1. appEQ Technology. This is a subscription agreement for access to and use of the Services. Customer acknowledges that it is obtaining only a limited right to the Services and that irrespective of any use of the words “purchase”, “sale” or like terms in this Agreement no ownership rights are being conveyed to Customer under this Agreement. Customer agrees that appEQ or its suppliers retain all right, title and interest (including all Intellectual Property Rights) in and to the Services and all Documentation, integrations with the Services, and any and all related and underlying technology and documentation and any derivative works, modifications or improvements of any of the foregoing, including as may incorporate Feedback (collectively, “appEQ Technology“). Except as expressly set forth in this Agreement, no rights in any appEQ Technology are granted to Customer. Further, Customer acknowledges that the Services are offered as an on-line, hosted solution, and that Customer has no right to obtain a copy of any of the Services, except for appEQ Code and the appEQ Apps in the format provided by appEQ.

6.2. Feedback. Customer, from time to time, may submit Feedback to appEQ. appEQ may freely use or exploit Feedback in connection with the Service. To the extent Customer submits Feedback related to Third Party Apps, Customer hereby grants to appEQ, if for any reason it is further needed, a perpetual, non-revocable, royalty-free worldwide license to use and/or incorporate such feedback into any appEQ product or service at any time at the sole discretion of appEQ.

7. Subscription Term, Fees & Payment

7.1. Subscription Term and Renewals. Unless otherwise specified on the applicable Order Form, each Subscription Term will automatically renew for additional twelve month periods unless either party gives the other written notice of termination at least thirty (30) days prior to expiration of the then-current Subscription Term.

7.2. Fees and Payment. All fees are as set forth in the applicable Order Form and will be paid by Customer within thirty (30) days of invoice, unless (a) Customer is paying via Credit Card (as defined below) or (b) otherwise specified in the applicable Order Form. Except as expressly set forth in Section 9 (Limited Warranty) and Section 13 (Indemnification), all fees are non-refundable. Customer is responsible for paying all Taxes, and all Taxes are excluded from any fees set forth in the applicable Order Form. If Customer is required by Law to withhold any Taxes from Customer’s payment, the fees payable by Customer will be increased as necessary so that after making any required withholdings, appEQ receives and retains (free from any liability for payment of Taxes) an amount equal to the amount it would have received had no such withholdings been made. Any late payments will be subject to a service charge equal to 1.5% per month of the amount due or the maximum amount allowed by law, whichever is less.

7.3. Payment Via Credit Card. If you are purchasing the Services via credit card, debit card or other payment card (“Credit Card”), the following terms apply:
1. Recurring Billing Authorization. By providing Credit Card information and agreeing to purchase any Services, Customer hereby authorizes appEQ (or its designee) to automatically charge Customer’s Credit Card on the same date of each calendar month (or the closest prior date, if there are fewer days in a particular month) during the Subscription Term for all fees accrued as of that date (if any) in accordance with the applicable Order Form. Customer acknowledges and agrees that the amount billed and charged each month may vary depending on Customer’s use of the Services and may include subscription fees for the remainder of Customer’s applicable billing period and overage fees for the prior month.
2. Foreign Transaction Fees. Customer acknowledges that for certain Credit Cards, the issuer of Customer’s Credit Card may charge a foreign transaction fee or other charges.
3. Invalid Payment. If a payment is not successfully settled due to expiration of a Credit Card, insufficient funds, or otherwise, Customer remains responsible for any amounts not remitted to appEQ and appEQ may, in its sole discretion, either (i) invoice Customer directly for the deficient amount, (ii) continue billing the Credit Card once it has been updated by Customer (if applicable) or (iii) terminate this Agreement.
4. Changing Credit Card Information. At any time, Customer may change its Credit Card information by entering updated Credit Card information via the “Settings” page on the Dashboard.
5. Termination of Recurring Billing. In addition to any termination rights set forth in this Agreement, Customer may terminate the Subscription Term by sending appEQ notice of non-renewal to in accordance with Section 7.1 (Subscription Term and Renewals) or, if Customer’s Subscription Term is on a monthly basis (or if otherwise permitted by appEQ), by terminating via the “Settings” page on the Dashboard, with termination effective at the end of the current Subscription Term. As set forth in Section 2.9 (Trial Subscriptions), if Customer does not enter into a paid Subscription Term following a Trial Period, this Agreement and Customer’s right to access and use the Services will terminate at the end of the Trial Period and Customer’s Credit Card will not be charged.
6. Payment of Outstanding Fees. Upon any termination or expiration of the Subscription Term, appEQ will charge Customer’s Credit Card (or invoice Customer directly) for any outstanding fees for Customer’s use of the Services during the Subscription Term, after which appEQ will not charge Customer’s Credit Card for any additional fees.

7.4. Suspension of Service. If Customer’s account is thirty (30) days or more overdue, in addition to any of its other rights or remedies (including but not limited to any termination rights set forth herein), appEQ reserves the right to suspend Customer’s access to the applicable Service (and any related services) without liability to Customer until such amounts are paid in full. appEQ also reserves the right to suspend Customer’s access to the Services without liability to Customer if Customer’s use of the Services is in violation of the AUP.

8. Term and Termination

8.1. Term. This Agreement is effective as of the Effective Date and expires on the date of expiration or termination of all Subscription Terms.

8.2. Termination for Cause. Either party may terminate this Agreement (including all related Order Forms) if the other party (a) fails to cure any material breach of this Agreement (including a failure to pay fees) within thirty (30) days after written notice; (b) ceases operation without a successor; or (c) seeks protection under any bankruptcy, receivership, trust deed, creditors’ arrangement, composition, or comparable proceeding, or if any such proceeding is instituted against that party (and not dismissed within sixty (60) days thereafter).

8.3. Effect of Termination. Upon any expiration or termination of this Agreement, Customer will immediately cease any and all use of and access to all Services (including any and all related appEQ Technology) and delete (or, at appEQ’s request, return) any and all copies of the Documentation, any appEQ passwords or access codes and any other appEQ Confidential Information in its possession. Customer acknowledges that following termination, it will have no further access to any Customer Data input into any Service, and that appEQ may delete any such data as may have been stored by appEQ at any time. Except where an exclusive remedy is specified, the exercise of either party of any remedy under this Agreement, including termination, will be without prejudice to any other remedies it may have under this Agreement, by law or otherwise.

8.4. Survival. The following Sections will survive any expiration or termination of this Agreement: 2.7 (General Restrictions), 2.9 (Trial Subscriptions), 3.2 (Storage of Customer Data), 3.5 (Indemnification by Customer), 3.6 (Aggregated Anonymous Data), 6 (Ownership), 7.2 (Fees and Payment), 7.3 (Payment Via Credit Card), 8 (Term and Termination), 9.2 (Warranty Disclaimer), 12 (Limitation of Remedies and Damages), 13 (Indemnification), 14 (Confidential Information) and 16 (General Terms).

9. Limited Warranty

9.1. Limited Warranty. appEQ warrants, for Customer’s benefit only, that each Service will operate in substantial conformity with the applicable Documentation. appEQ’s sole liability (and Customer’s sole and exclusive remedy) for any breach of this warranty will be, at no charge to Customer, for appEQ to use commercially reasonable efforts to correct the reported non-conformity, or if appEQ determines such remedy to be impracticable, either party may terminate the applicable Subscription Term and Customer will receive as its sole remedy a refund of any fees Customer has pre-paid for use of such Service for the terminated portion of the applicable Subscription Term. The limited warranty set forth in this Section 9.1 will not apply: (i) unless Customer makes a claim within thirty (30) days of the date on which Customer first noticed the non-conformity, (ii) if the error was caused by misuse, unauthorized modifications or third-party hardware, software or services, or (iii) to use provided on a no-charge, trial or evaluation basis.

9.2. Warranty Disclaimer. EXCEPT FOR THE LIMITED WARRANTY IN SECTION 9.1, ALL SERVICES ARE PROVIDED “AS IS”. NEITHER APPEQ NOR ITS SUPPLIERS MAKES ANY OTHER WARRANTIES, EXPRESS OR IMPLIED, STATUTORY OR OTHERWISE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, TITLE, FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT. APPEQ DOES NOT WARRANT THAT CUSTOMER’S USE OF THE SERVICES WILL BE UNINTERRUPTED OR ERROR-FREE, NOR DOES APPEQ WARRANT THAT IT WILL REVIEW THE CUSTOMER DATA FOR ACCURACY OR THAT IT WILL PRESERVE OR MAINTAIN THE CUSTOMER DATA WITHOUT LOSS OR CORRUPTION. APPEQ SHALL NOT BE LIABLE FOR THE RESULTS OF ANY COMMUNICATIONS SENT OR ANY COMMUNICATIONS THAT WERE FAILED TO BE SENT USING THE SERVICES. APPEQ SHALL NOT BE LIABLE FOR DELAYS, INTERRUPTIONS, SERVICE FAILURES OR OTHER PROBLEMS INHERENT IN USE OF THE INTERNET AND ELECTRONIC COMMUNICATIONS, THIRD-PARTY PLATFORMS, Third Party AppS, OR OTHER SYSTEMS OUTSIDE THE REASONABLE CONTROL OF APPEQ. CUSTOMER MAY HAVE OTHER STATUTORY RIGHTS, BUT THE DURATION OF STATUTORILY REQUIRED WARRANTIES, IF ANY, SHALL BE LIMITED TO THE SHORTEST PERIOD PERMITTED BY LAW.

10. Availability and Service Credits

The Services are available subject to appEQ’s Service Level Agreement (“SLA”).

11. Support

During the Subscription Term of each Service, appEQ will provide end user support in accordance with appEQ’s Support Policy (“Support Policy”).

12. Limitation of Remedies and Damages

12.1. Consequential Damages Waiver. EXCEPT FOR EXCLUDED CLAIMS (DEFINED BELOW), NEITHER PARTY (NOR ITS SUPPLIERS) SHALL HAVE ANY LIABILITY ARISING OUT OF OR RELATED TO THIS AGREEMENT FOR ANY LOSS OF USE, LOST DATA, LOST PROFITS, FAILURE OF SECURITY MECHANISMS, INTERRUPTION OF BUSINESS, OR ANY INDIRECT, SPECIAL, INCIDENTAL, RELIANCE, OR CONSEQUENTIAL DAMAGES OF ANY KIND, EVEN IF INFORMED OF THE POSSIBILITY OF SUCH DAMAGES IN ADVANCE.

12.2. Liability Cap. EXCEPT FOR EXCLUDED CLAIMS (DEFINED BELOW), EACH PARTY’S ENTIRE LIABILITY TO THE OTHER ARISING OUT OF OR RELATED TO THIS AGREEMENT SHALL NOT EXCEED THE AMOUNT ACTUALLY PAID OR PAYABLE BY CUSTOMER TO appEQ DURING THE PRIOR TWELVE (12) MONTHS UNDER THIS AGREEMENT.

12.3. Excluded Claims. “Excluded Claims” means any claim arising (a) from Customer’s breach of Section 2.7 (General Restrictions); (b) under Section 3.3 (Customer Obligations) or 3.4 (Indemnification by Customer); or (c) from a party’s breach of its obligations in Section 15 (Confidential Information) (but excluding claims arising from operation or non-operation of any Service or relating to Customer Data).

12.4. Nature of Claims and Failure of Essential Purpose. The parties agree that the waivers and limitations specified in this Section 12 apply regardless of the form of action, whether in contact, tort (including negligence), strict liability or otherwise and will survive and apply even if any limited remedy specified in this Agreement is found to have failed of its essential purpose.

13. Indemnification

appEQ will defend Customer from and against any claim by a third party alleging that a Service when used as authorized under this Agreement infringes any Intellectual Property Rights and will indemnify and hold harmless Customer from and against any damages and costs finally awarded against Customer or agreed in settlement by appEQ (including reasonable attorneys’ fees) resulting from such claim, provided that appEQ will have received from Customer: (i) prompt written notice of such claim (but in any event notice in sufficient time for appEQ to respond without prejudice); (ii) the exclusive right to control and direct the investigation, defense and settlement (if applicable) of such claim; and (iii) all reasonable necessary cooperation of Customer. If Customer’s use of a Service is (or in appEQ’s opinion is likely to be) enjoined, if required by settlement or if appEQ determines such actions are reasonably necessary to avoid material liability, appEQ may, in its sole discretion: (a) substitute substantially functionally similar products or services; (b) procure for Customer the right to continue using such Service; or if (a) and (b) are not commercially reasonable, (c) terminate this Agreement and refund to Customer the fees paid by Customer for the portion of the Subscription Term that was paid by Customer but not rendered by appEQ. The foregoing indemnification obligation of appEQ will not apply: (1) if such Service is modified by any party other than appEQ, but solely to the extent the alleged infringement is caused by such modification; (2) if such Service is combined with products or processes not provided by appEQ, but solely to the extent the alleged infringement is caused by such combination; (3) to any unauthorized use of such Service; (4) to any action arising as a result of Customer Data or any third-party deliverables or components contained within such Service; (5) to the extent the alleged infringement is not caused by the particular technology or implementation of the Service but instead by features common to any similar product or service; (6) to any action arising from Customer’s use of Third Party Apps; or (7) if Customer settles or makes any admissions with respect to a claim without appEQ’s prior written consent. THIS SECTION 13 SETS FORTH APPEQ’s AND ITS SUPPLIERS’ SOLE LIABILITY AND CUSTOMER’S SOLE AND EXCLUSIVE REMEDY WITH RESPECT TO ANY CLAIM OF INTELLECTUAL PROPERTY INFRINGEMENT.

14. Confidential Information

Each party (as “Receiving Party“) agrees that all code, inventions, know-how, business, technical and financial information it obtains from the disclosing party (“Disclosing Party“) constitute the confidential property of the Disclosing Party (“Confidential Information“), provided that it is identified as confidential at the time of disclosure or should be reasonably known by the Receiving Party to be confidential or proprietary due to the nature of the information disclosed and the circumstances surrounding the disclosure. Any appEQ Technology, performance information relating to any Service, and the terms and conditions of this Agreement will be deemed Confidential Information of appEQ without any marking or further designation. Except as expressly authorized herein, the Receiving Party will (1) hold in confidence and not disclose any Confidential Information to third parties and (2) not use Confidential Information for any purpose other than fulfilling its obligations and exercising its rights under this Agreement. The Receiving Party may disclose Confidential Information to its employees, agents, contractors and other representatives having a legitimate need to know (including, for appEQ, the subcontractors referenced in Section 16.8 (Subcontractors)), provided that such representatives are bound to confidentiality obligations no less protective of the Disclosing Party than this Section 14 and that the Receiving Party remains responsible for compliance by any such representative with the terms of this Section 14. The Receiving Party’s confidentiality obligations will not apply to information that the Receiving Party can document: (i) was rightfully in its possession or known to it prior to receipt of the Confidential Information; (ii) is or has become public knowledge through no fault of the Receiving Party; (iii) is rightfully obtained by the Receiving Party from a third party without breach of any confidentiality obligation; or (iv) is independently developed by employees of the Receiving Party who had no access to such information. The Receiving Party may make disclosures to the extent required by law or court order, provided the Receiving Party notifies the Disclosing Party in advance and cooperates in any effort to obtain confidential treatment. The Receiving Party acknowledges that disclosure of Confidential Information would cause substantial harm for which damages alone would not be a sufficient remedy, and therefore that upon any such disclosure by the Receiving Party the Disclosing Party will be entitled to seek appropriate equitable relief in addition to whatever other remedies it might have at law.

15. Publicity

appEQ may, upon Customer’s prior written consent, use Customer’s name to identify Customer as an appEQ customer of the Service, including on appEQ’s public website. appEQ agrees that any such use shall be subject to appEQ complying with any written guidelines that Customer may deliver to appEQ regarding the use of its name and shall not be deemed Customer’s endorsement of the Service.

16. General Terms

16.1. Assignment. This Agreement will bind and inure to the benefit of each party’s permitted successors and assigns. Neither party may assign this Agreement without the advance written consent of the other party, except that either party may assign this Agreement in connection with a merger, reorganization, acquisition or other transfer of all or substantially all of such party’s assets or voting securities. Any attempt to transfer or assign this Agreement except as expressly authorized under this Section 16.1 will be null and void.

16.2. Severability. If any provision of this Agreement will be adjudged by any court of competent jurisdiction to be unenforceable or invalid, that provision will be limited to the minimum extent necessary so that this Agreement will otherwise remain in effect.

16.3. Governing Law; Dispute Resolution.
a) Direct Dispute Resolution. In the event of any dispute, claim, question, or disagreement arising from or relating to this Agreement, whether arising in contract, tort or otherwise, (“Dispute”), the parties shall first use their best efforts to resolve the Dispute. If a Dispute arises, the complaining party shall provide written notice to the other party in a document specifically entitled “Initial Notice of Dispute,” specifically setting forth the precise nature of the dispute (“Initial Notice of Dispute”). If an Initial Notice of Dispute is being sent to appEQ it must be emailed to legal@appeq.ai and sent via mail to:
Attn: Legal Department, appEQ Inc, 16192 Coastal Highway, Lewes, DE – 19958
Following receipt of the Initial Notice of Dispute, the parties shall consult and negotiate with each other in good faith and, recognizing their mutual interest, attempt to reach a just and equitable solution of the Dispute that is satisfactory to both parties (“Direct Dispute Resolution”). If the parties are unable to reach a resolution of the Dispute through Direct Dispute Resolution within thirty (30) days of the receipt of the Initial Notice of Dispute, then the Dispute may subsequently be resolved in a court of law as set forth below.
b) Choice of Law and Jurisdiction. FOR ANY CLAIM WHICH IS NOT SUBJECT TO THIS DISPUTE RESOLUTION PROVISION, CUSTOMER AGREES TO SUBMIT AND CONSENT TO THE PERSONAL AND EXCLUSIVE JURISDICTION IN, AND THE EXCLUSIVE VENUE OF, THE STATE AND FEDERAL COURTS LOCATED WITHIN SAN FRANCISCO COUNTY, CALIFORNIA. IN ANY DISPUTE, CALIFORNIA LAW SHALL APPLY.
c) Construction and Joinder. THIS AGREEMENT MUST BE CONSTRUED AS IF IT WAS JOINTLY WRITTEN BY BOTH PARTIES. BOTH CUSTOMER AND APPEQ AGREE THAT EACH MAY BRING OR PARTICIPATE IN CLAIMS AGAINST THE OTHER ONLY IN THEIR RESPECTIVE INDIVIDUAL CAPACITIES, AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS. NO ARBITRATION OR CLAIM UNDER THIS AGREEMENT SHALL BE JOINED TO ANY OTHER ARBITRATION OR CLAIM, INCLUDING ANY ARBITRATION OR CLAIM INVOLVING ANY OTHER CURRENT OR FORMER USER OF THE SERVICES, AND NO CLASS ARBITRATION PROCEEDINGS SHALL BE PERMITTED. IN THE EVENT OF ANY DISPUTE CONCERNING THE VALIDITY OR ENFORCEABILITY OF THIS PROVISION, SUCH CLAIM MUST BE ADJUDICATED BY A COURT AND NOT BY AN ARBITRATOR.
d) Injunctive Relief. Notwithstanding the above provisions, appEQ may apply for injunctive remedies (or an equivalent type of urgent legal relief) in any jurisdiction.

16.4. Notice. Any notice or communication required or permitted under this Agreement will be in writing to the parties at the addresses set forth on the Order Form or at such other address as may be given in writing by either party to the other in accordance with this Section and will be deemed to have been received by the addressee (i) if given by hand, immediately upon receipt; (ii) if given by overnight courier service, the first business day following dispatch or (iii) if given by registered or certified mail, postage prepaid and return receipt requested, the second business day after such notice is deposited in the mail.

16.5. Amendments; Waivers. Except as provided under “Modifications to this Agreement” and otherwise provided herein, no supplement, modification, or amendment of this Agreement will be binding, unless executed in writing by a duly authorized representative of each party to this Agreement. No waiver will be implied from conduct or failure to enforce or exercise rights under this Agreement, nor will any waiver be effective unless in a writing signed by a duly authorized representative on behalf of the party claimed to have waived. No provision of any purchase order or other business form employed by Customer will supersede the terms and conditions of this Agreement, and any such document relating to this Agreement will be for administrative purposes only and will have no legal effect.

16.6. Entire Agreement. This Agreement is the complete and exclusive statement of the mutual understanding of the parties and supersedes and cancels all previous written and oral agreements and communications relating to the subject matter of this Agreement. Customer acknowledges that the Services are on-line, subscription-based products, and that in order to provide improved customer experience appEQ may make changes to the Services, and appEQ will update the applicable Documentation accordingly. The support and service level availability terms described in the Security Policy, the Support Policy, and the SLA may be updated from time to time upon reasonable notice to Customer to reflect process improvements or changing practices (but the modifications will not materially decrease appEQ’s obligations as compared to those reflected in such terms as of the Effective Date).

16.7. Force Majeure. Neither party will be liable to the other for any delay or failure to perform any obligation under this Agreement (except for a failure to pay fees) if the delay or failure is due to unforeseen events that occur after the signing of this Agreement and that are beyond the reasonable control of such party, such as a strike, blockade, war, act of terrorism, riot, natural disaster, failure or diminishment of power or telecommunications or data networks or services, or refusal of a license by a government agency.

16.8. Subcontractors. appEQ may use the services of subcontractors and permit them to exercise the rights granted to appEQ in order to provide the Services under this Agreement, provided that appEQ remains responsible for (i) compliance of any such subcontractor with the terms of this Agreement,(ii) for the overall performance of the Services as required under this Agreement, and (iii) compliance with the terms of the DPA.

16.9. Subpoenas. Nothing in this Agreement prevents appEQ from disclosing Customer Data to the extent required by law, subpoenas, or court orders, but appEQ will use commercially reasonable efforts to notify Customer where permitted to do so.

16.10. Independent Contractors. The parties to this Agreement are independent contractors. There is no relationship of partnership, joint venture, employment, franchise or agency created hereby between the parties. Neither party will have the power to bind the other or incur obligations on the other party’s behalf without the other party’s prior written consent

16.11. Export Control and Economic Sanctions. In its use of the Services, Customer agrees to comply with all export control and economic sanctions and any relevant import laws and regulations of the United States and other applicable jurisdictions. Without limiting the foregoing, (i) Customer represents and warrants that it is not listed on any U.S. government list of prohibited or restricted parties or located in (or a national of) a country that is subject to a U.S. government export control embargo or economic sanctions, (ii) Customer will not (and will not permit any of its users to) access or use the Services in violation of any U.S. export control or economic sanction, prohibition or restriction, and (iii) Customer will not submit to the Services any information that is controlled under the U.S. International Traffic in Arms Regulations or that is controlled under any Export Control Classification Number (other than EAR99) on the Commerce Control List of the Export Administration Regulations.

16.12. Government End-Users. Elements of the Services are commercial computer software. If the user or licensee of the Services is an agency, department, or other entity of the United States Government, the use, duplication, reproduction, release, modification, disclosure, or transfer of the Services, or any related documentation of any kind, including technical data and manuals, is restricted by a license agreement or by the terms of this Agreement in accordance with Federal Acquisition Regulation 12.212 for civilian purposes and Defense Federal Acquisition Regulation Supplement 227.7202 for military purposes. All Services were developed fully at private expense. All other use is prohibited

16.13. Counterparts. This Agreement may be executed in counterparts, each of which will be deemed an original and all of which together will be considered one and the same agreement.

Service Level Agreement

This appEQ Service Level Agreement (“SLA”) accompanies the our Terms of Service (the “Agreement”) entered into between you (“Customer”) and appEQ. Capitalized terms used in this SLA that are not defined herein have the meanings given to them in the Agreement.

1. Target Availability. appEQ will use commercially reasonable efforts to make each Service available with an uptime of 99.8% of each calendar month (“Target Availability”).
2. Exclusions. The calculation of uptime will not include unavailability to the extent due to: (a) use of the Service by Customer in a manner not authorized in this Agreement or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of appEQ’s reasonable control; (c) Customer’s equipment, software, network connections or other infrastructure; (d) third party systems, acts or omissions; or (e) Scheduled Maintenance or reasonable emergency maintenance.
3. Scheduled Maintenance. “Scheduled Maintenance” means appEQ’s scheduled routine maintenance of the Services for which appEQ notifies Customer at least twenty-four (24) hours in advance. Scheduled Maintenance will not exceed eight (8) hours per month. appEQ typically performs Scheduled Maintenance once per month.
4. Remedy for Failure to Meet Target Availability. If there is a verified failure of a Service to meet Target Availability in two (2) consecutive months, then Customer may terminate the applicable Subscription Term by sending written notice of termination within thirty (30) days after the end of the second such month, in which case appEQ will refund to Customer any fees Customer has pre-paid for use of such Service for the terminated portion of the applicable Subscription Term. This termination and refund right is Customer’s sole and exclusive remedy, and appEQ’s sole and exclusive liability, for appEQ’s failure to meet the Target Availability.

Acceptable Use Policy

This Acceptable Use Policy applies to appEQ’s (a) websites and (b) Collaboration and communication products and services ((a) and (b) collectively, “Services”). To keep the Services running safely and smoothly, we need our users to agree not to misuse them. Specifically, you agree not to:

1. scan, probe or test the vulnerability of any system or network used with the Services;
2. tamper with, reverse engineer or hack the Services, circumvent any security or authentication measures of the Services or attempt to gain unauthorized access to the Services (or any portion thereof) or related systems, networks or data;
3. modify or disable the Services or use the Services in any manner that interferes with or disrupts the integrity or performance of the Services or related systems, network or data;
4. access or search the Services by any means other than our publicly supported interfaces, or copy, distribute, or disclose any part of the Service in any medium, including without limitation by any automated or non-automated “scraping”;
5. overwhelm or attempt to overwhelm our infrastructure by imposing an unreasonably large load on the Services that consume extraordinary resources, such as by: (i) using “robots,” “spiders,” “offline readers” or other automated systems to send more request messages to our servers than a human could reasonably send in the same period of time using a normal browser; or (ii) going far beyond the use parameters for any given Service as described in its corresponding documentation;
6. solicit any users of our Services for commercial purposes;
7. use the Services to generate or send unsolicited communications, advertising or spam, or otherwise cause appEQ to become impaired in its ability to send communications on its own or on its customers’ behalf (e.g., by causing appEQ to become registered on any Email DNS blocked list or otherwise be denied services by any other third party communications service provider);
8. misrepresent yourself or disguise the origin of any data, content or other information you submit (including by “spoofing”, “phishing”, manipulating headers or other identifiers, impersonating anyone else, or falsely implying any sponsorship or association with appEQ or any third party) or access the Services via another user’s account without their permission;
9. use the Services for any illegal purpose or in violation of any laws (including without limitation data, privacy and export control laws);
10. use the Services to violate the privacy of others, or to collect or gather other users’ personal information (including account information) from our Services;
11. use the Services to stalk, harass, bully or post threats of violence against others;
12. submit (or post, upload, share or otherwise provide) data, content or other information that (i) infringes appEQ’s or a third party’s intellectual property, privacy or other rights or that you don’t have the right to submit (including confidential or personal information you are not authorized to disclose); (ii) that is deceptive, fraudulent, illegal, obscene, defamatory, libelous, threatening, harmful to minors, pornographic, indecent, harassing, hateful, religiously, racially or ethnically offensive, that encourages illegal or tortious conduct or that is otherwise inappropriate in appEQ’s discretion; (iii) contains viruses, bots, worms, scripting exploits or other similar materials; or (iv) that could otherwise cause damage to appEQ or any third party;
13. promote or advertise products or services other than your own without appropriate authorization;
14. use meta tags or any other “hidden text” including appEQ’s or our suppliers’ product names or trademarks; or
15. permit or encourage anyone else to commit any of the actions above.

Without affecting any other remedies available to us, appEQ may permanently or temporarily terminate or suspend a user’s account or access to the Services without notice or liability if appEQ (in its sole discretion) determines that a user has violated this Acceptable Use Policy.

Security Policy

At appEQ we take the protection of customer data extremely seriously. This appEQ Security Policy describes the organizational and technical measures appEQ implements platform wide designed to prevent unauthorized access, use, alteration or disclosure of customer data. The appEQ services operate on Amazon Web Services (“AWS”); this policy describes activities of appEQ within its instance on AWS unless otherwise specified. As you continue to learn more about appEQ we recommend you also review our Terms of Service  and Privacy Policy.

Security Team

Our infrastructure and security team includes people who’ve played lead roles in designing, building, and operating highly secure Internet facing systems at companies ranging from startups to large public companies.

Best Practices

Incident Response Plan

  • We have implemented a formal procedure for security events and have educated all our staff on our policies.
  • When security events are detected they are escalated to our emergency alias, teams are paged, notified and assembled to rapidly address the event.
  • After a security event is fixed we write up a post-mortem analysis.
  • The analysis is reviewed in person, distributed across the company and includes action items that will make the detection and prevention of a similar event easier in the future.
  • appEQ will promptly notify you in writing upon verification of a security breach of the appEQ services that affects your data. Notification will describe the breach and the status of appEQ’s investigation.

Build Process Automation

  • We have functioning, frequently used automation in place so that we can safely and reliably rollout changes to both our application and operating platform within minutes.
  • We typically deploy code dozens of times a day, so we have high confidence that we can get a security fix out quickly when required.

Infrastructure

  • All of our services run in the cloud. appEQ does not run our own routers, load balancers, DNS servers, or physical servers.
  • All of our services and data are hosted in AWS facilities and protected by AWS security, as described at https://aws.amazon.com/compliance/shared-responsibility-model/. appEQ services have been built with disaster recovery in mind.
  • All of our infrastructure is spread across 2 AWS data centers (availability zones) and will continue to work should any one of those data centers fail unexpectedly. Amazon does not disclose the location of its data centers. As such, appEQ builds on the physical security and environmental controls provided by AWS. See https://aws.amazon.com/security for details of AWS security infrastructure.
  • All of our servers are within our own virtual private cloud (VPC) with network access control lists (ACL’s) that prevent unauthorized requests getting to our internal network.
  • appEQ uses a backup solution for datastores that contain customer data.

Data

  • appEQ services and data are hosted in Amazon Web Services (AWS) facilities in the USA, Ireland and Australia.
  • Customer data is stored in multi-tenant datastores; we do not have individual datastores for each customer. However strict privacy controls exist in our application code that are designed to ensure data privacy and to prevent one customer from accessing another customer’s data (i.e., logical separation). We have many unit and integration tests in place to ensure these privacy controls work as expected. These tests are run every time our codebase is updated and even one single test failing will prevent new code being shipped to production.
  • Each appEQ system used to process customer data is adequately configured and pathed using commercially-reasonable methods according to industry-recognized system-hardening standards.
  • appEQ engages certain subprocessors to process customer data. These subprocessors include video and audio services from Twilio, Inc.

Data Transfer

  • All data sent to or from appEQ is encrypted in transit using 256-bit encryption.
  • Our API and application endpoints are TLS/SSL only and score an “A+” rating on SSL Labs’ tests. This means we only use strong cipher suites and have features such as HSTS and Perfect Forward Secrecy fully enabled.
  • We also encrypt data at rest using an industry-standard AES-256 encryption algorithm.

Authentication

  • appEQ is served 100% over https. appEQ runs a zero-trust corporate network.
  • There are no corporate resources or additional privileges from being on appEQ’s network.
  • We have two-factor authentication (2FA) and strong password policies on BitBucket, Google, AWS, and appEQ to ensure access to cloud services are protected.

Permissions and Admin Controls

  • appEQ enables permission levels to be set for any employees with access to appEQ.
  • Permissions and access can be set to include app settings, billing, user data, or the ability to send/edit manual messages and auto messages.

Application Monitoring

  • On an application level, we produce audit logs for all activity, ship logs to our service providers for analysis, and use S3/Glacier for archival purposes.
  • All access to appEQ applications is logged and audited.
  • All actions taken on production consoles or in the appEQ application are logged.

Security Audits and Certifications

  • We bi-annually engage with well-regarded third-party auditors to audit our code-base, and work with them to resolve potential issues.
  • We use technologies to provide an audit trail over our infrastructure and the appEQ application. Auditing allows us to do ad-hoc security analysis, track changes made to our setup and audit access to every layer of our stack.
  • Information about AWS security certifications and obtaining copies of security reports from AWS is available at https://aws.amazon.com/compliance/programs/
  • appEQ, Inc. follows Cloud Security Alliance (CSA) published best practices. See CSA Security Guidance for more information.
  • All payment instrument processing for purchase of the appEQ services is performed by Stripe. For more information on Stripe’s security practices, please see https://stripe.com/docs/security/stripe .

Customer Responsibilities

  • Managing your own user accounts and roles from within the appEQ services.
  • Protecting your own account and user credentials by using two-factor authentication for all of your employees accessing the appEQ services.
  • Compliance with the terms of your services agreement with appEQ, including with respect to compliance with laws.
  • Promptly notifying appEQ if a user credential has been compromised or if you suspect possible suspicious activities that could negatively impact security of the appEQ services or your account.
  • You may not perform any security penetration tests or security assessment activities without the express advance written consent of appEQ.

Support Policy

This appEQ Support Policy (“Support Policy”) accompanies our Terms of Service (the “Agreement”) entered into between you (“Customer”) and appEQ. Capitalized terms used in this Support Policy that are not defined herein have the meanings given to them in the Agreement.

appEQ offers support services for the Service (“Support“) in accordance with the following terms:

A. Support Hours. Support is provided 24 hours per day, 7 days per week.
B. Incident Submission and Customer Cooperation. Customer may report errors or abnormal behavior of the Service (“Incidents”) by contacting appEQ in the Service via the appEQ Chat or via email at support@appeq.ai. Customer will provide information and cooperation to appEQ as reasonably required for appEQ to provide Support. This includes, without limitation, providing the following information to appEQ regarding the Incident:

  • Aspects of the Service that are unavailable or not functioning correctly
  • Incident’s impact on users
  • Start time of Incident
  • List of steps to reproduce Incident
  • Relevant log files or data
  • Wording of any error message
C. Incident Response. appEQ’s Support personnel will assign a priority level (“Priority Level”) to each Incident and seek to provide responses in accordance with the table below.

 

Priority LevelDescriptionTarget Response Times
Priority 1Operation of the Service is critically affected (not responding to requests or serving content) for a large number of users; no workaround available.2 Hours
Priority 2Service is responding and functional but performance is degraded, and/or Incident has potentially severe impact on operation of the Service for multiple users.1 Day
Priority 3Non-critical issue; no significant impact on performance of the Service but user experience may be affected.3 Days

D. Exclusions. appEQ will have no obligation to provide Support to the extent an Incident arises from: (a) use of the Service by Customer in a manner not authorized in the Agreement or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of appEQ’s reasonable control; (c) Customer’s equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions.

Privacy Policy

  • Importance of Your Privacy.
    At appEQ, your privacy is of great importance to us. We understand that you entrust us with certain private information to help us provide various products and services. In exchange for your trust, you expect and deserve our commitment to treat your information with respect and in accordance with this Privacy Policy. Rest assured that we will protect your privacy. Under no circumstances will appEQ sell or share any personal information about you to or with any person or organization except
    • as authorized by you,
    • as described in the relevant portion of appEQ’s Website (the “Website”),
    • in connection with providing various products and/or services to you (the “Services”),
    • to the extent you make any use of appEQ’s mobile software application or any other appEQ mobile application (the “Application”), to your Organization with which appEQ has a business relationship,
    • as may be required by law or court order, or
    • as otherwise set forth herein. The Privacy Policy below describes the standards we adhere to in handling information about you and any personal information you submit through the Website and/or the Application.

    PLEASE READ THIS PRIVACY POLICY CAREFULLY BEFORE SUBMITTING ANY INFORMATION TO appEQ OR THROUGH ANY appEQ SOFTWARE OR MOBILE APPLICATION. BY SUBMITTING ANY INFORMATION YOU ARE ACKNOWLEDGING THAT YOU HAVE READ AND UNDERSTAND THIS POLICY AND THAT YOU AGREE TO BE BOUND BY ITS TERMS. IF YOU DO NOT AGREE TO BE BOUND BY THE TERMS OF THIS PRIVACY POLICY, SIMPLY EXIT THIS PAGE AND/OR THE APPLICATION WITHOUT ACCESSING OR USING ANY OF OUR SERVICES.
  • Who We Are.
    appEQ operates a website located at www.appEQ.ai and the Mobile Application through which our partner organization simplify their Saas apps discovery, spend optimization and team engagement.
  • Information We Collect.
    There are several areas on the Website and/or within the Application where you may be asked to enter both personal and non-personal information including, by way of example and without limitation, your name, address, phone number, birthday, Facebook and/or Twitter and/or Google usernames, and information regarding your cell phone and/or other mobile device. In addition, when you use the Application appEQ automatically receives and records information on our server logs from your browser or mobile platform, including your IP address and location. appEQ also collects and uses additional information from users such as transaction location, Application open date and time, idle time, and all clicks and/or swipes within the application (together with time and order). appEQ may also collect information posted by users on social media sites for users that have opted to connect to or otherwise link appEQ with social media accounts including Facebook and Twitter. We treat this data as non-personal information for purposes of providing the Services, except where we are required to treat it as personal information under applicable law. We DO NOT sell or share any personal information about you to or with any person or organization except
      • as authorized by you,
      • as set forth in the relevant portion of the Website, Application or within any agreement between us,
      • in connection with providing various products or Services to you (either directly or through one or more third parties),
      • as may be required by law or court order, or
      • as otherwise set forth herein.
      • In particular, and not in limitation of the foregoing, information you enter at the Website and/or Application

      • will be shared with your Organization or the third party service providers with which your Organization has entered into a business relationship in order to provide the Services, and
      • may be shared with various third parties in connection with making available to you certain services (which offers may be based on or related to your Organization at the time the service is made available to you).
      • In addition, appEQ may sell, disclose or otherwise use information gathered on the Website or within the Application to third parties on an aggregated basis.

      • Information we receive from you. To use certain of appEQ’s Services and/or to access the Application, you’ll need to provide certain personal information which may include, without limitation, your name, address, birthday, phone number, e-mail address, information regarding your cell phone or mobile device and other information.
      • Technical information we collect. In order for appEQ to ensure that we are providing the best possible user experience on the Website and within the Application, we collect and track certain user information. When you visit the Website, our Web server may send a cookie to your computer. This cookie would be intended to store a limited amount of information about your site visit. The cookie tracks aggregate information on how our site is being used, including session counts, navigation patterns, pages visited, etc. These cookies, however, do not store any personally identifiable information such as your name, email address or phone number as you browse the site. When you submit a question, we store your cookie identification in our system. This cookie allows our site to recognize you when you return. appEQ may also utilize Web Logs to track aggregate information about how our site and/or the Application is being used. Web Logs track anonymous user information, including the number of visitors to the Website, operating systems, Internet Provider addresses (if publicly available), and browser type. Unlike cookies,Web Logs are maintained only on appEQ servers and do not store or place anything on the user’s computer.If you come to the appEQ Website from an online banner ad, an anonymous identification number may be passed to the Website. This information cannot be used to gather any personally identifiable information about you. It will only allow us to track the overall effectiveness of our online advertising, marketing and banner advertisement campaigns.
      • Other Information we get from your use of the Services. We may collect information about the Services that you use and how you use them. This information includes:
      • Device information

      • We may collect device-specific information (such as your hardware model, operating system version, unique device identifiers, and mobile network information including phone number).

    • Information from surveys. You may have the option of completing an online survey at the Website or within the Application from time to time. Participation in surveys is completely voluntary and it is your choice whether or not you wish to disclose your personal information to us in connection with any such survey.
    • Information from the “Help” section of the Website or Application. You may contact appEQ through the “Help” feature. Participation in this area is completely voluntary and it is your choice whether or not you wish to disclose your personal information to us.
    • Information collected other sections of the Website or Application. appEQ may, from time to time, make various resources available to you at the Website or within the Application. At times we may collect personal information in connection with providing such services.
  • How Your Information Is Used.
    We use the information you provide to provide the applicable Services to you, either directly or through third party service providers which your Organization has signed up with, as further described above in this Privacy Policy. appEQ may also share certain aggregated data with other third parties for general marketing and demographic purposes; however, this data, when shared on an aggregated basis, does not include any of your personal identifying information. Some of our Services may be offered in conjunction with partner companies, affiliates or other companies or websites with which we work. In order for us to provide these Services to you, it may be necessary for us to share your personal information with one of such entities. These parties are not allowed to use personally identifiable information except for the purpose of providing these Services. If you do not want your data to be shared, you can choose not to allow the transfer by not using that particular Service. In addition to the uses of the information described above, appEQ may, from time to time, collect purchasing information and/or data from other sources. appEQ may collect this information for purposes of performing analytics and conducting consumer research. This information may be used to communicate and provide additional information that may be of interest to you and your Organization. In addition, appEQ may disclose account or other personal information when we have reason to believe that disclosing this information is necessary to identify, contact or bring legal action against someone who may be causing injury to or interference with appEQ’s rights or property, other Website or Application users or anyone else that could be harmed by such activities.
  • Altering Information You Submit.
    • Deleting your information. Central and state regulations may require that we store questions or submissions for various periods of time. In order to comply with these regulations, we may be unable to delete information from our databases.
    • Altering Information. appEQ may alter, modify or delete any information you submit to the Website or through the Application if it believes, in its sole discretion, it is necessary or desirable to do so.
    • Request to stop receiving emails from us. Periodically, appEQ may send you emails to alert you to various opportunities or offers available at the Website or within the Application. If you do not wish to receive any of these offers, please configure your preferences in your login to remove yourself from our mailing list.
    • Security
      The security of your Personal Information is important to us. appEQ takes reasonable steps to protect the Personal Information submitted to us via the Site, both during transmission and once appEQ receives it. appEQ uses reasonable efforts to limit access to Personal Information about you to employees who appEQ believes reasonably need to come into contact with that information to provide products or services to you or in order to do their jobs. Personal information is password-protected. No method of transmission over the Internet, or method of electronic storage, is 100% secure.
    • Exclusions
      This Privacy Policy does not apply to any Personal Information collected by appEQ other than Personal Information collected through the Services.
    • Changes to Privacy Policy
      If we make a change to our Privacy Policy in the future that will affect how we treat your information, we will post such change at the Website and/or within the Application, and such change will be deemed to be effective 2 days from the date of such posting. In that case, your ability to opt out of the new policy will be determined by applicable laws.
    • Business Transfer
      We may, in the future, sell or otherwise transfer some or all of our assets or equity to a third party. Your personally identifiable information and other information we obtain from you via the Website or the Application may be disclosed to any potential or actual third party purchasers of such assets or equity and may be among the assets transferred.
    • Acceptance
      If you do not agree to the terms of this Privacy Policy, please do not provide us with any information and do not use the Website or the Application. By using the Website or the Application and voluntarily providing information to us, you consent to our collection and use of the information as set forth in this Privacy Policy.
    • Links
      The Website and/or Application may contain links to other websites or applications that are owned and operated by third parties that are not affiliated with us. When you use those links, you leave the Website or Application (as applicable) and we are unable to control how the owners of the websites or applications you link to handle any information they gather about you, including their privacy practices and use of cookies. This Privacy Policy applies only to the Website and Application and does not govern activities on linked websites or applications. We encourage you to review the privacy policy of any other website or application you visit, download or access to understand its owner’s practices on how it collects, uses and discloses your information.