Terms | Vertafore

Solution Terms

The Vertafore Solutions, listed below in alphabetical order, have Solution Terms and/or Third-Party Terms. If you have ordered a Vertafore Solution that is not listed below, then there are no Solution Terms and/or Third-Party Terms.

AIM Hosted

AMS360

BenefitPoint

Vertafore, Inc. ("Vertafore") acknowledges that Customer may be a "Business Associate" or "Covered Entity", as such terms are defined in the Health Insurance Portability and Accountability Act of 1996; the Health Information Technology for Economic and Clinical Health Act, enacted as part of the American Recovery and Reinvestment Act of 2009; and the regulations promulgated thereunder, as amended (collectively referred to as "HIPAA"). To the extent that Vertafore, for or on behalf of Customer, accesses, uses, discloses, and/or transmits Protected Health Information ("PHIx) in connection with its BenefitPoint solution, Vertafore agrees that it will abide by all restrictions and conditions that are applicable to and required of Vertafore as a Business Associate or subcontractor of a Business Associate under HIPAA with respect to the use or disclosure of such PHI.

Vertafore and Customer further agree as follows:

1.	This Business Associate Agreement (this “Addendum”) shall serve as an addendum to and be subject to the terms and conditions of the Agreement between Vertafore and Customer.
2.	Capitalized words and phrases used, but not defined in this Addendum shall have the same meaning those terms are given in HIPAA.
3.	Vertafore agrees not to use or disclose PHI other than as permitted or required by this Addendum, the Agreement, or as required by law.
4.	Notwithstanding Section 3 above, Vertafore may: (i) use PHI for its proper management and administration, or to carry out its legal responsibilities; (ii) disclose PHI for its proper management and administration, provided that Vertafore obtains written assurance from the person to whom the information is disclosed that it will be held confidentially and will be used or further disclosed only as Required by Law or for the purpose for which it was disclosed to the person, and that the person agrees to notify Vertafore of any instances of which it is aware in which the confidentiality of the information has been breached.
5.	Vertafore agrees to use reasonable steps to mitigate, to the extent practicable, any harmful effect that is known to Vertafore of a use or disclosure of PHI by Vertafore in violation of the requirements of this Addendum.
6.	Customer and Vertafore agree to limit the use or disclosure of, or request for PHI, to the extent practicable, to the Limited Data Set or, if needed to the minimum necessary to accomplish the intended purpose of such use, disclosure, or request.
7.	7. Vertafore shall use appropriate safeguards, and comply with Subpart C of 45 C.F.R. 164 with respect to E-PHI, to prevent use or disclosure of PHI other than as provided for by this Addendum to protect the confidentiality, integrity and availability of the PHI that it creates, receives, maintains, or transmits on behalf of Customer.
8.	Vertafore shall ensure that any subcontractors that create, receive, maintain, or transmit PHI on behalf of Customer agree to the same restrictions, conditions, and requirements that apply with Customer with respect to such PHI.
9.	Vertafore shall: (i) make available to Customer the information required to provide an accounting of disclosures of PHI, upon a request for such as required by 45 C.F.R. § 164.528; (ii) to the extent PHI is contained in a Designated Record Set provide access to PHI to Customer, or as directed by Customer, to an Individual in order to meet the requirements of 45 C.F.R. § 164.524; (iii) to the extent PHI is contained in a Designated Record Set, make any amendment(s) to PHI that Customer requests pursuant to 45 C.F.R. § 164.526; and (iv) make its internal practices, books, and records relating to the use and disclosure of PHI available to the Secretary for purposes of determining compliance with HIPAA.
10.	Vertafore shall notify Customer of any Breach of Unsecured PHI as required by, and in accordance with HIPAA.
11.	Vertafore agrees to report to Customer any Security Incident and any use or disclosure of PHI not provided for or permitted by this Addendum. The parties acknowledge and agree that the term Security Incident does not include trivial and unsuccessful incidents such as pings and other broadcast attacks on Vertafore’s (or a subcontractor’s) firewall, port scans, unsuccessful log-on attempts, or denials of service.
12.	To the extent Vertafore is requested to carry out an obligation of Customer under Subpart E of 45 C.F.R. Part 164, comply with the requirements of Subpart E applicable to Customer in the performance of such obligations.
13.	Customer shall not request Vertafore to use or disclose PHI in a manner that would not be permissible under HIPAA if done by Customer.
14.	Customer shall notify Vertafore of: (i) any limitation(s) in its notice of privacy practices (or if Customer is a Business Associate, the notice of privacy practices of the Covered Entity(ies) with which Customer has contracted) to the extent that such limitation may affect Vertafore ability to use or disclose PHI as permitted hereunder; (ii) any changes in, or revocation of, permission by an Individual to use or disclose PHI, to the extent that such changes may affect Vertafore’s ability to use or disclose PHI as permitted hereunder; and (iii) any restriction on the use or disclosure of PHI that Customer has agreed to in accordance with 45 C.F.R. § 164.522, to the extent that such restriction may affect Vertafore’s ability to use or disclose PHI as permitted hereunder.
15.	In the event that either party materially breaches any of the provisions of this Addendum, the non-breaching party may terminate the Agreement in accordance with the termination provisions set forth in the Agreement. Upon termination of the Addendum, Vertafore shall return or destroy all PHI received from Customer, or created or received by Vertafore on behalf of Customer, if feasible. If it is infeasible to return or destroy the PHI, Vertafore shall extend the protections of this Addendum to such PHI. This provision shall apply to PHI that is in the possession of subcontractors of Vertafore.
16.	IN NO EVENT SHALL EITHER PARTY BE LIABLE TO THE OTHER PARTY FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, RELIANCE OR PUNITIVE DAMAGES OR LOST OR IMPUTED PROFITS OR LOST DATA UNDER THIS ADDENDUM.
17.	In the event of a conflict between the terms of this Addendum and the terms of the Agreement, this Addendum shall govern to the extent required for compliance with HIPAA; otherwise, the terms of the Agreement shall govern.

Connectivity

The following Vertafore Solutions shall be subject to these Connectivity Solution Terms: PL Rating; TransactNOW; Book Roll; and Commercial Submissions.

BY EXECUTING THE ORDER, OR BY DOWNLOADING, COPYING, INSTALLING OR USING VERTAFORE SOLUTIONS OR THE CONNECTION SERVICES, CUSTOMER AGREES TO BE BOUND BY THE AGREEMENT AND ACCEPTS ALL OF THE PROVISIONS OF THESE CONNECTIVITY SOLUTION TERMS. THE AGREEMENT IS ENFORCEABLE AGAINST ANY PERSON OR ENTITY THAT INSTALLS OR USES VERTAFORE SOLUTIONS OR CONNECTION SERVICES ON BEHALF OF THEMSELVES OR THE USER.

1. Connection Services. Customer has agreed to allow a connection between certain Vertafore Solutions and Customer’s systems by submitting an Order to Vertafore for Connection Services. Subject to the terms and conditions of the Agreement, Vertafore shall provide Connection Services which can be accessed solely by authorized agencies, which are licensed to do so by Vertafore and not by the Customer directly (“Authorized Agencies”). Customer is responsible for providing any and all necessary passwords to the Authorized Agencies required for the Authorized Agencies to connect to Customer Information through the Interface.

1.1 Connection to Rating Solutions and Submission Solutions. If Customer has ordered a connection to a Rating Solution or Submission Solution, Vertafore shall provide the Interface to allow Authorized Agencies to access the Customer Information through the Rating and/or Submission Solution.

1.1.1 Implementation. Vertafore will deliver the Interface in order to provide services to display and make available the Customer Information to the Authorized Agencies and to provide the other HTML coding and implementation programming necessary to render graphic displays of Customer Information within the Vertafore Solution.

1.1.2 Access. Vertafore shall allow Customer access to the Vertafore Solution for testing purposes of the Interface and validation of the Customer Information. Customer shall provide Vertafore with a test account in its current web application that will be outside of the Interface to the Vertafore Solution and such test account will be used solely for validating the information returned in the Interface.

1.1.3 Exchange of Information. Upon execution of this Agreement, Customer shall promptly provide Vertafore with all information about Customer’s web application reasonably necessary for Vertafore to deliver the Connection Services, including (as appropriate) all field specifications, pop-up messages or any other information about Customer’s web application reasonably necessary for accurate rating.

1.1.4 Communication. Customer shall respond to all of Vertafore’s reasonable questions regarding Customer’s web application and the Customer Information no later than five (5) business days following Vertafore’s request.

1.1.5 User Acceptance Testing. Upon completion of the Interface that will be used to process the Customer Information for each line of business by state, Vertafore will perform a QA testing of the Interface with test cases predeveloped by Vertafore. Upon completion of such testing for a line of business by state, Vertafore will certify the Interface for that particular line of business by state as complete and notify Customer of the completion of the certification process. Vertafore shall deliver Customer the Interface for that line of business by state for user acceptance testing (“UAT”). Within a reasonable time, Customer shall notify Vertafore that the UAT has been approved or rejected. If rejected, Vertafore will correct any errors and the Parties will restart the UAT process. If approved, the Interface will be deemed production ready. Vertafore will not provide the Connection Services for a particular line of business by state unless Customer has accepted the relevant Interface through the UAT.

1.1.6 Changes. After the Interface is deemed production ready, Customer shall provide Vertafore reasonable notice of any changes in the web application, site, web service or Customer implementation information that could affect the performance or the accuracy of the Interface prior to such changes becoming effective. Within ten (10) days after receiving notice of such changes, Vertafore shall revise the Interface for the services to reflect such changes. Within a reasonable time after receiving notice from Vertafore that the revised Interface has been approved, Customer shall deliver notice to Vertafore either approving or rejecting such changes. If Customer rejects the Interface changes, Vertafore will correct any errors and the Parties will restart the UAT process.

1.1.7 Accuracy. If either Party reasonably believes that the Interface is not accurately conveying Customer’s rates, that Party shall promptly provide notice thereof to the other Party and the Parties shall use commercially reasonable efforts to resolve any issues with respect to the Interfaces in question.

1.2 Connection to TransactNOW. If Customer has ordered a connection to TransactNOW, Vertafore shall provide Connection Services to allow the Authorized Agencies to access the Customer Information and to submit information and/or initiate configured workflows to Customer by utilizing TransactNOW.

1.2.1 Interface. The Interface will (i) authenticate an Authorized Agency into Customer’s agent website using Customer’s security criteria stored in the Authorized Agency’s TransactNOW account; (ii) enable a general link within TransactNOW directly to the Customer’s agent website home page, plus specific links from each of the policy, billing, and claims inquiries to the corresponding policy, billing, and claims workflow pages in the Customer’s agent website; (iii) enable a specific link within TransactNOW directly to the requested endorsement workflow page within the Customer’s agent website; (iv) allow Authorized Agents to submit a Quote Request to Customer utilizing the Vertafore Solution; (v) allow Customer to send claims related information to Authorized Agencies either to TransactNOW or to the agency management system of the Authorized Agency; and (vi) allow Customer to send Authorized Agency information that is typically sent via fax or email.

1.2.2 User Acceptance Testing. Customer will be allowed up to three (3) configurations pursuant to Vertafore’s Customer UAT program within the demo / UAT environment.

1.2.3 Release Schedule. Vertafore maintains a regular release cycle and support schedule for TransactNOW. Customer requests for an off-cycle release and/or off hours support may be accommodated with pre-approval by Vertafore and provided at Vertafore’s then current rates.

2. Transactions.

2.1 Transactions for Rating Solutions. For Connection Services to a Rating Solution, a transaction occurs every time a request for, exchange of, or supply of data is processed through the Interface. Unless Customer is paying a flat rate as designated in the Order, at the time the Customer reaches the initial rating transactions purchased in the Order then Customer shall begin paying the rate specified in the Order as the per rating transaction fee on a monthly basis in arrears until the last day of the annual billing term.

2.2 Transactions for TransactNOW. For Connection Services to TransactNOW, a transaction occurs each time (i) an Authorized Agency logs into or accesses the Customer’s website through TransactNOW and performs an inquiry or any integration operation; (ii) each time the Customer Interface logs into or accesses Customer’s website from within TransactNOW; and (iii) each time TransactNOW accesses a Customer’s web service during any integration operation.

For example, if an Authorized Agency uses TransactNOW for a billing inquiry which logs into the Customer’s website that will count as one transaction. If, while in that billing inquiry within TransactNOW the Authorized Agency decides to use the Customer Interface to go to the policy in the Customer's website, then an additional transaction will occur because TransactNOW is logging in again to actually bring the Authorized Agency to the desired place at the Customer’s website. In addition if the agent, while using TransactNOW, selects multiple policy inquiry options simultaneously than each option shall constitute a new transaction, even though TransactNOW returns them all simultaneously. For example, if the agent using TransactNOW selects both billing inquiry, and claims inquiry, then 2 transactions shall be counted.

A Book Roll, eDocs and/or Claims Download Transaction has occurred each time a unique document or message is delivered to or received from the Customer through TransactNOW with an Authorized Agency.

3. Definitions:

Customer	The entity listed on the Order which is purchasing Vertafore Solutions from Vertafore. Customer specifically does not include any affiliates, i.e. any entity that directly or indirectly controls, is controlled by, or is under common control with Customer, where “control” means the ownership of more than 50% of an entity’s voting securities.
Customer Information	Customer’s general information, Customer’s rating questions, and any other information, text, graphics, or data that is supplied by Customer to the Authorized Agencies through the Interface, expressly including the administrator information.
Connection Services	The creation, implementation and maintenance of the Interface.
Interface	The internet based connection between the Vertafore Solution and/or Customer and/or other Authorized Agencies.
Rating Solution	The Vertafore Solution that is rating software used by Authorized Agencies and supplied with Customer Information through the Interface.
Submission Solution	The Vertafore Solution that provides for the exchange of data between Customer and an Authorized Agency for the purpose of commercial lines submissions.
Transaction	A request for, exchange of or supply of data which is processed through a Vertafore Solution.

DocuSign

FSC Rater

ImageRight In-House Maintenance

1.	Maintenance. Vertafore will provide, and Customer agrees to pay for, Maintenance during the Term.
2.	Support Services.
2.1	Standard Telephone Support. Vertafore will provide support via telephone, including dial-in support, as appropriate, to assist Customer in resolving questions directly relating to how ImageRight operates. Telephone support will be provided Monday through Friday, 8:00 AM to 5:00 PM Eastern Time, except during Vertafore’s normally scheduled holidays. Remote support dial-in telephone expenses required for the support of Customer and documented by Vertafore will be chargeable to Customer at the documented telephone charges.
2.2	Priority Levels. Priority levels for In-House Software issues are as listed below and shall be as reasonably agreed by Vertafore and Customer.
Priority A:	A catastrophic failure that does not have a viable detour or workaround. A problem that has a serious impact on Customer’s business.
Priority B:	A software failure that causes a serious inconvenience. This includes problems that would be considered Priority A but have a viable detour or workaround. A problem that is visible to the Customer’s marketplace.
Priority C:	A software failure that interferes with the effective use of the system that can be easily avoided or a detour applied. A problem that has no impact on the Customer’s business. A problem that is cosmetic and not visible to the Customer’s marketplace.
2.3	Priority A Level Errors. For Priority A level errors, Vertafore may provide telephone support outside of the standard telephone support hours at the then-current market rates for Professional Services. If Customer elects to pay for 7 day/24 hour support coverage there will be no additional Charge to Customer. Support outside of standard telephone support hours are handled with a call back from Vertafore support. All support questions and errors that are not Priority A level errors will only be supported during standard telephone support hours
2.4	Error Corrections. Vertafore shall provide corrections to the In-House Software for operational errors which cause the In-House Software not to perform substantially in accordance with the Documentation. Upon notification of a Priority A level error, Vertafore will assign one or more personnel to immediately begin working on the error, and to continue working until the error is resolved. Upon notification of a Priority B level error, Vertafore will, within 24 hours, work with the Customer to determine the required priority level and resolution requirement that will best suit the Customer’s operation. Priority C level errors will be reviewed and corrected in a future release of the In-House Software.
2.5	Professional Services. Vertafore may charge for Professional Services for any support error reported by the Customer which is determined to be caused by the Customer’s database, hardware, network or non-Vertafore provided software. A base rate of $500.00 plus additional hourly Charges will apply should Customer request Vertafore assistance with any database backup or log clearing work orders.
2.6	Consulting Services. Questions regarding the appropriate use of the In-House Software for specific business functions and any recommended methods of use of the In-House Software to increase production productivity are not included as Maintenance, and such consulting services will incur Charges for Professional Services.
2.7	Disaster Recovery. In the event of a disaster, Vertafore shall use commercially reasonable efforts to aid Customer in recovering the Vertafore Solutions as quickly as possible.
3.	Updates. “Updates” means the provision of any and all enhancements, releases, updates, service-packs, patches, or hot-fixes for the In-House Software that are generally made available to Vertafore’s customers at no cost. Updates do not include upgrades to the next version of the In-House Software. At no time will Customer be required to purchase a new software module(s) in order to maintain the same level of functionality available in the In-House Software currently. However, Updates do not include new product modules that are considered add-on components or enhancements. Vertafore will provide Maintenance for a prior release that is no more than two (2) versions older than the then current version of the In-House Software with versions determined by the number to the left of the decimal point in its version numbering system (i.e., when version 6.0 is the current version, Vertafore will support versions 5.x and 4.x but not 3.x).
4.	Enhancements. Vertafore may inform Customer of the availability of substantial new enhancements of the In-House Software for which an Order is required. These enhancements would be considered new modules, functionally different from the licensed products listed on this Order, or upgrades to the next version of the software. If such enhancements are licensed by Customer a separate fee shall apply. Charges may apply for Professional Services to develop or customize any enhancement.
5.	Customer’s Internal Support Personnel. Customer will identify either one or two people internally within Customer’s organization with the authority to contact Vertafore for customer support, however delivered, which currently includes telephone, e-mail and online chat support. Customer will have all support issues coordinated through these contacts.
6.	Test Licenses. During the Maintenance Term, Customer shall have a limited license to reproduce a single copy of In-House Software and a total of five (5) user licenses solely for use in a separate test environment. Such copies may not be used for production processing or outside of the separate test environment at any time and are otherwise subject to the license grant and terms in the Agreement.

InsurLink

MGA Systems

NetRate

Please refer to the Third-Party Terms for ISO.

1. Duties of Vertafore with regards to NetRate

1.1 Updates to ISO® Data. At the request of Customer or when notified by Insurance Service Office, Inc. (“ISO”), Vertafore shall modify subject programs to comply with changes that alter the underlying ISO data, methodology of computations of ISO rating procedures, or supported ISO forms generation for coverages, at no additional charge to Customer.

1.2 Other Modifications. At the request of Customer, Vertafore shall modify subject Programs to comply with changes that alter the methodology of computations outside of the scope of ISO rating procedures or add additional non-ISO forms. These changes could include, but are not limited to, changes that are the result of changes in the law or procedural changes from the office of Customer. Further, at the request of Customer, Vertafore may make changes in the rates, limits, rating factors, or forms as necessary for customer-specific alterations in the Program. All such modifications in this clause shall be subject to the then-current hourly rates for Professional Services.

1.3 Errors. Vertafore shall perform all support and maintenance obligations hereunder for algorithmic errors, computational errors, or other errors related to the premiums generated or forms generated by the Program at no additional charge to Customer. In the event that algorithmic errors, computational errors, or other errors related to the premiums generated or forms generated by the Program are identified, Vertafore’s sole obligation shall be to correct such errors at no cost to Customer. Errors do not include other modifications that are subject to Section 1.2, including, but not limited to, additional coverages; limits; deductibles; forms; or other custom additions or alterations to the Program, including the user interface screens, the line-of-business rating engines, the forms generation engine, or the outputs from the Program.

2. Duties of the Customer

2.1 Materials. It shall be the responsibility of Customer to promptly supply Vertafore with any and all manuals, rates, relativities, forms, changes, updates, samples, etc. deemed necessary by Vertafore for the initial programming and subsequent maintenance of any custom or company-specific content. Customer agrees that it is responsible for supplying rated examples, or similar documents for testing of the Program, relative to the custom or company-specific content. Customer recognizes that failure to timely provide such materials will result in programming delays. Customer understands that these materials are necessary to verify testing results and support the development of custom rating and/or forms generation code.

2.2 Third-Party License. Customer shall obtain, maintain, and pay for proper licensing agreements with third parties such as ISO, AAIS, NCCI, Microsoft or any others whose products, data, or other intellectual property are being used as part of the Program.

2.3 Training. Customer agrees that it is responsible for training its personnel on the operation of the Program beyond that supplied by Vertafore according to an Order.

2.4 Installation. Customer is responsible for the installation of the applicable components of the Program and periodic updates.

2.5 Test Environment. If necessary, Customer agrees to establish a test environment to perform user acceptance testing of the original installation of, and all updates to, the Program. If required Vertafore will install and update to the test environment at the then-current hourly rates for Professional Services.

2.6 Acceptance. Customer shall be responsible to timely perform acceptance testing of the initial delivery of the Program and all subsequent updates within the test environment, and before promotion of software to production. Program issues that are determined to not be related to rating algorithmic calculations, premium generation, or forms generation, but rather consist of hardware or network problems are not normal maintenance, and if Vertafore’s assistance in correcting such problems is necessary such assistance will be provided at the then-current hourly rates for Professional Services.

2.7 Legacy System Rating Discrepancy Resolution. Customer acknowledges that due to algorithmic differences, rounding disparities, etc., the premiums generated by the Program may not match those generated by legacy systems. Customer is responsible for determination of any rating discrepancies between the systems. Customer agrees that if Vertafore is asked to determine such discrepancies or to adjust rating within the Program to match that of the legacy system it will be subject to the then-current hourly rates for Professional Services.

2.8 Program Changes. Customer understands that any requested changes to a component of the Program, including, but not limited to, changes to the user interface screens, web service rating or policy production engines, or the standard Vertafore proprietary XML after contract execution may result in additional fees and delays in delivery of the Program. All such changes shall be subject to the then-current hourly rates for Professional Services.

2.9 Internet Speed. Customer recognizes that as an internet-based application, the perceived speed and performance of the Program is affected by internet connection considerations that are out of the control of Vertafore. These may include, but are not limited to:

Slow internet connection speed
Undersized or low internet connection bandwidth

o Demands of other applications
o Number of users using the internet connection

Long internet connection latency

o Distance of the application hosting facility from the user site

2.10 Integrated Systems. Performance and speed of processing between the Program and an integrated third-party system, may be impacted by limitations of internet connections as described above, network protocols, integration connection methodology, and/or the overall third-party solution hosting environment that may be out of the control of Vertafore, and for which Vertafore bears no responsibility. Upon Customer request, Vertafore may attempt to assist with the identification of such limitations at the then-current hourly rates for Professional Services.

3. Notwithstanding anything to the contrary, Customer may use, display, print, and share information received from the Online Services as they relate to policy documentation created from the Vertafore Solution to their clients and customers.

4. Definitions.

Program

Each program created by Vertafore within the Vertafore Solution to the specifications of Customer for the purposes of insurance rating for underwriting purposes. By default, each Program includes one Carrier, five lines of business and selected states.

PL Rating

PolicyRater

Rating API

1. Delivery. The API shall be made available to Customer for download via a secure server and/or by delivery of media, as determined by Vertafore.

2. License Grant and Limitations.

2.1 License. Subject to the Agreement, Vertafore grants to Customer a revocable, non-exclusive, limited, non-transferable, and non-sublicensable license to use the API and/or Vertafore developed Integration Code for internal purposes only in the United States solely for the purpose of utilizing the API architecture in conjunction with, or for the purpose of developing, Integration Code (the “Purpose”). Customer may copy, modify, and create derivative works of the Sample Code solely for the Purpose. Notwithstanding the foregoing licensed rights, in no event may Customer use the API or Integration Code to create software with the same or similar functionality of another Vertafore Solution or otherwise use the API except in connection with the Purpose. Vertafore shall provide access credentials to Customer to any sandbox, test or production environment that is necessary. Access credentials are specific to Customer and are confidential information, and Customer is responsible for all activity that occurs under Customer’s credentials. Customer agrees not to sell, transfer, or sublicense the access credentials or to try to circumvent the access credentials. Except as explicitly provided in this Subsection 2.1, no other rights are granted to the API or any Vertafore developed Integration Code. The parties acknowledge that Customer has been provided access to a test environment, which may be terminated by Vertafore at any time. Customer shall have the right to access and use the test environment solely for the Purpose.

2.2 Security and Functionality. Customer shall not attempt to circumvent or compromise the security features of or introduce any destructive elements (those designed to disrupt, disable, harm, or otherwise impede or grant unauthorized access in any manner into the API, Vertafore developed Integration Code, Sample Code, the server or any Vertafore Solution). If Vertafore determines in its reasonable discretion that the foregoing provision has been violated, Vertafore may, among other things, immediately restrict Customer from accessing the server. In such event, as determined appropriate by Vertafore, Vertafore may work with Customer to bring Customer into compliance with this section 2.2 and reestablish Customer’s access to the server. Customer, on behalf of itself, its Users and subcontractors, agrees that it shall comply with Vertafore’s reasonable security requirements that may be implemented from time to time.

3. API Maintenance and Support. Vertafore is under no obligation to provide any updates or upgrades to the API. Technical support by Vertafore to Customer, its subcontractors or their Users is not included. In its sole discretion, Vertafore may provide technical support services by e-mail and telephone during Vertafore’s normal business hours at Vertafore’s then current standard rates.

4. Ownership.

4.1 Vertafore IP. Vertafore owns and shall retain all right, title and interest in and to any API, Sample Code, Integration Documentation, Integration Code developed solely by Vertafore or co-developed by Vertafore in conjunction any other third-party including Customer, Vertafore Solution and all other Confidential Information, including all intellectual property rights embodied therein or related thereto (“Vertafore IP”). Except as expressly set forth herein or otherwise agreed to by the parties in writing, Customer has no right, title or interest in or to any Vertafore IP. Except as stated in section 2.1, Customer shall not reproduce or create any derivative works from any Vertafore IP or disassemble, decompile, reverse engineer or make any other attempt by any means to discover or obtain the source code of any Vertafore IP. Upon request by Vertafore at any time, Customer shall immediately deliver to Vertafore all Vertafore IP including any copies of such Vertafore IP created or maintained by Customer or its Users.

4.2 Customer IP. Subject to and without limiting Vertafore’s ownership of the API or any other Vertafore IP, Customer owns and shall retain all right, title and interest in and to Integration Code developed solely by Customer, including all intellectual property rights embodied therein or related thereto. In no event will Customer assert, join or commence any claim, action, cause of action, suit or proceeding against Vertafore or any other Vertafore customer alleging that Vertafore’s or any Vertafore customer’s use of the API or any other Vertafore IP infringes upon or misappropriates any intellectual property rights of Customer.

5. Branding. Customer agrees that it will not use any Vertafore branding, trademarks, or logos without first obtaining Vertafore’s written consent, which may be withheld in Vertafore’s sole discretion. The data provided to Customer through the Vertafore Solution may contain the trade names, trademarks, service marks, logos, domain names, and other distinctive brand features of Vertafore and its partners. Customer shall not delete or in any manner alter these trade names, trademarks, service marks, logos, domain names, and other distinctive brand features.

6. Legal Notices. Customer agrees to maintain, and not to remove, modify, obscure or alter, any link or notices appearing on any image provided through the service. Customer understands and agrees that these legal notices supplement the Agreement and are flowed through from the partners.

7. Carrier Consent. Customer acknowledges and agrees that Vertafore is making no representation or warranty that any specific carrier will or shall consent to participate with Customer or that any specific carrier will or shall appoint Customer as an authorized agency for purposes of connecting with the Vertafore Solution. Nothing in this Agreement obligates Vertafore to obtain any carrier’s approval of Customer to link to such carrier through the Vertafore Solution or that carriers will consent to Vertafore providing or displaying any rating information to Customer if Customer is not appointed or under contract with such carrier. Customer understands that Vertafore will require each carrier requested in the Order to provide written approval in order to gain access to the carrier’s rates through the Vertafore Solution. Vertafore will not allow any carrier into production that has not been approved in writing between the carrier and Vertafore and if a carrier declines to provide such authorization, that carrier will not be made available through the Vertafore Solution.

8. Representation and Warranty. Customer represents and warrants that it is an authorized and approved agent of the carriers outlined in the Order and has a proprietary web interface platform that allows a consumer to enter consumer information into the interface for the purpose of receiving premiums from carriers by connecting the web interface platform through the Vertafore Solution.

9. DISCLAIMER. CUSTOMER’S USE OF THE AGENCY-RATING API IS AT ITS OWN DISCRETION AND RISK, AND CUSTOMER WILL BE SOLELY RESPONSIBLE FOR ANY DAMAGE THAT RESULTS FROM THE USE OF THE VERTAFORE SOLUTION INCLUDING, BUT NOT LIMITED TO, ANY DAMAGE TO CUSTOMER’S COMPUTER SYSTEM OR LOSS OF DATA.

10. Definitions.

API	A Vertafore Solution that includes any code, samples, tools, and related technology for the purpose of integrating Customer’s database with the licensed solution and/or creating Integration Code. The API may include a software development toolkit application, Integration Documentation and/or Sample Code.
Integration Code	Computer software, programs or instruction sets developed by Vertafore, Customer or third-party vendors to transfer data in XML format between Customer’s database and Customer’s other systems that may include a Vertafore Solution, Customer software or third-party software.
Integration Documentation	Documentation included with the API that includes instructions, descriptions and other technical information in connection with the use of the API and integration of products and services with the Vertafore Solution.
Sample Code	Sample source code and or object code contained in the API.

ReferenceConnect

RiskMatch

1. Data. Customer shall configure its permissions for Authorized Parties with respect to Customer Information, Opportunity Data, and Placement Data within thirty (30) days of the Order Effective Date. Customer acknowledges and agrees that Customer Information, Opportunity Data, and Placement Data will be made available on RiskMatch to Authorized Parties by default. Customer shall at all times be responsible for maintaining, reviewing, and modifying the permissions granted to Authorized Parties with respect to Customer Information, Opportunity Data, and Placement Data on RiskMatch.

2. Customer Access and Obligations.

2.1 Authenticators. Vertafore will provide Customer with information and instructions for using and uploading data to the Service, including, without limitation, file transfer protocol (“FTP”) configurations, application programming interfaces (“APIs”), and/or one or more user ID’s, initial passwords, digital certificates and/or other devices (collectively, “Authenticators”). Customer may access RiskMatch only by using such Authenticators. Customer authorizes Vertafore to act on any instructions Vertafore receives from users and agents who present valid Authenticators and such individuals shall be deemed authorized to act on behalf of Customer, including, without limitation, to change such Authenticators. It is Customer’s sole responsibility to keep all Authenticators and other means of access within Customer’s direct or indirect possession or control both confidential and secure from unauthorized use.

2.2 Data Upload. Customer understands and agrees that the utility of RiskMatch depends on the availability of complete information relating to Customer’s transactions with Authorized Parties in all lines that Customer elects to manage in whole or in part using RiskMatch. Customer will upload to RiskMatch or otherwise provide to Vertafore in such form and using such methods as Vertafore reasonably may require from time to time, at least daily or weekly from Customer's transaction/agency management system or other data warehouse and submission/exposure documents as and when updated, Customer’s records capturing all placements of insurance with Counterparties in such lines, regardless of whether such placements were facilitated by use of RiskMatch. Customer agrees not to filter or alter such records except to conform such data to the formats reasonably required by RiskMatch. Customer acknowledges that access to and use of RiskMatch is conditioned upon providing such records to Vertafore in a timely manner throughout the term of this Agreement.

2.3 Disclaimer. Customer shall in the course of creating a submission on RiskMatch grant its consent to Vertafore to transmit Placement Data to Authorized Parties with which Customer desires to do business using the Service. Customer acknowledges that as between Vertafore and the Customer, Customer is solely responsible for determining the creditworthiness and fitness of any Authorized Party, and for the terms, enforceability and performance of any transaction or agreement (including without limitation any insurance placement) with an Authorized Party. Vertafore neither sells nor provides risk management or financial advisory services. Vertafore makes no representations regarding Customer or any Authorized Party or any insured or other Authorized Party risk. VERTAFORE IS NOT AN AGENT OR BROKER FOR ANY AUTHORIZED PARTY, CARRIER OR ANY OTHER PERSON, AND DOES NOT SOLICIT, NEGOTIATE, PURCHASE OR SELL INSURANCE FOR OR ON BEHALF OF ANY USER OF THE SERVICE OR ANY OTHER PERSON. Vertafore provides administrative, data processing, and information technology services only and does not advise, recommend, or render an opinion or make any claim or promise with respect to any carrier, broker or Authorized Parties of RiskMatch or regarding any information communicated through RiskMatch, including, without limitation, any information regarding the products, services or business of Customer or any Authorized Parties derived from data provided by Customer or Authorized Parties. Vertafore shall not be responsible or liable for Customer's or any third party's use of any information obtained through RiskMatch.

3. Fees. For access and use of RiskMatch, Customer agrees to pay Vertafore the Charges described in the Order. Additional RiskMatch services (including, without limitation, new service features and functionality) may be charged separately, subject to Customer’s agreement to the terms and conditions relating to the use of such additional services. Additional Charges will be required for the following: i)inclusion of additional lines of insurance not included on the initial Order; ii)extraction of data from an additional agency management system(s)(“AMS”)/datasources not included as part of the initial Order; iii) migration (movement) of data from one AMS (already accessed by RiskMatch) to another AMS (already accessed by RiskMatch); (iv)any corporate acquisitions that result in addition of acquired data into an AMS already accessed by RiskMatch; and (v) opting out of sharing Customer Information, Opportunity Data and Placement Data on Riskmatch. The foregoing additional Charges may be subject to Customer’s agreement to an Add-On Order for the same. Customer is solely responsible for the performance and enforcement of any compensation arrangement between Customer and any Authorized Parties, including but not limited to Authorized Parties’ commitments to compensate Customer based in whole or in part on Customer's use of RiskMatch.

4. Carrier Connections. If Customer is a carrier, wholesaler, MGA, or MGU, Customer shall provide the following to Vertafore promptly but in any case within 30 days after execution of this Agreement, it being understood that Vertafore will publish the following information on RiskMatch: (i) current product, industry, and market appetite data and information in a mutually agreed format; (ii) selection of RiskMatch participating brokers and associated product lines Customer desires to see on the Service; and (iii) introductions to management of Customer's select brokers not yet on RiskMatch.

5. Publicity. Customer hereby grants Vertafore a non-exclusive, non-transferable, royalty-free license during and after the term of this Agreement to use Customer’s trade name and logo, solely for purposes of a news release and to indicate within Vertafore’s website and sales and investment materials that Customer is on RiskMatch.

6. Consents. Customer must obtain any and all consents necessary to transmit Opportunity Data and Placement Data on RiskMatch and represent and warrants that it has the right to do so. Further Customer shall indemnify and hold harmless Vertafore against any and all claims arising from the transmission thereof.

7. Definitions

Authorized Parties	a) with respect to a Customer that is a broker: a third party carrier, MGA, MGU or wholesaler that is authorized to use RiskMatch; b) with respect to a Customer that is a carrier: a third party broker, MGA, MGU, or wholesaler that is authorized to use RiskMatch ; c) with respect to a Customer that is a MGA, or MGU: a third party broker, wholesaler or carrier that is authorized to use RiskMatch; d) with respect to a Customer that is a wholesaler: a third party carrier, MGA, MGU or wholesaler that is authorized to use RiskMatch; and e) with respect to all Customer types (broker, carrier, MGA, MGU, and wholesalers), Dun & Bradstreet for the purposes of data verification.
Book Roll	Also known as a book transfer, means an agreement by a producer to move a database or "book" that lists all of the written insurance policies (sometimes referred to as “expirations") from a specified insurance company or companies to one or more insurance company represented by an Authorized Party; and shall mean any renewal of such written insurance policies thereafter.
Connection	A Book Roll or an Individual Connection.
Connected Channel	All Connections between Customer and a specific Authorized Party.
Customer Information	Information pertaining to or about the Customer including information that identifies the Customer.
Individual Connection	A one-to-one relationship between Customer and an Authorized Party within designated parameters (ie. geographies and products) where submissions may be made or requested on individual risks; and shall mean any renewal of any such written insurance policies thereafter.
Opportunity Data	The data that a Customer shares on RiskMatch concerning its placements that is insufficient to identify an insured but includes the insurance product name, industry, geography of the insured – Zipcode, City, State, Region, renewal date, premium band, insured revenue or sales band, and insured number of employees band.
RiskMatch	Collectively the RiskMatch cloud platform and related software-as-a-service and any and all RiskMatch offerings, technology and services made available to the Customer or Counterparties, including but not limited to RiskMatch applications and databases, all components thereof, including, but not limited to, all related user interface designs, application programming interfaces, software and source code, and any and all future enhancements or modifications thereto howsoever made, and any additional or ancillary Vertafore Solutions made available from time to time to Customer in connection with RiskMatch, including, without limitation, system integration, technical support and reporting services.
Placement Data	The specific information concerning a Customer’s placements, including, insured name, insured address, carrier name, limit, premium, exposure (e.g. payroll, loss runs), losses, claims, and commission rate.

SalesForce Connector

Sircon - All

1.	Charges
1.1	Deposit Account Vertafore may, in its sole discretion, require that the Customer maintain a deposit amount with Vertafore. Vertafore may modify the amounts required to be maintained based upon the Vertafore Solutions provided and the associated regulatory or other third-party fees. If Customer does not maintain its deposit balance requirement, Vertafore may suspend the Vertafore Solutions. During any suspension, Vertafore’s obligation to provide such Vertafore Solutions shall cease until such time as Customer brings the deposit balance back up to the required amount after all payments have been collected by Vertafore.
1.2	Additional Transaction Fees. Where necessary for Vertafore to perform its obligations under the Agreement, Vertafore services may incur additional transaction fees not reflected on the Order. All such Charges will be invoiced at the then current market rates and may be subject to change by Vertafore without notice.
2	Appointment of Authorit y. Where necessary for Vertafore to perform its obligations under the Agreement, Customer appoints Vertafore to serve as its duly authorized registered agent and its attorney-in-fact and authorizes Vertafore to execute forms on behalf of Customer in connection with the services provided by Vertafore on behalf of Customer under the Agreement.
2.1	Disclaimer, Indemnity. Customer hereby acknowledges and agrees that the appointment of Vertafore as its agent under this Agreement shall not in any event be deemed to amend or result in any obligations on the part of Vertafore other than as specifically provided in the Agreement, including, without limitation, to verify the accuracy of any of the information provided in any of the applicable documents and no additional liability shall attach to Vertafore as a result thereof. Further, Customer hereby agrees to indemnify and hold Vertafore harmless from any and all claims presented to or made against Vertafore directly or indirectly resulting from Vertafore’s performance of the actions authorized under this Agreement.
3	Registration Information . Information requested by Vertafore to Customer seeking additional detail or information from Customer must be completed, executed if requested, and returned to Vertafore within the specified time period, or if no such time period is specified, thirty (30) days. Failure to return such information within the specified timeframe may require additional revision before acceptance by Vertafore. Additional Charges may apply to any documents that need to be revised due to Customer’s failure to complete, execute and return the documents to Vertafore within such specified time period.
4	Record retention. Notwithstanding anything to the contrary in Section 9.5 (Effect of Termination) of the Vertafore Standard Terms, Customer agrees that following termination, Vertafore may retain and disclose any Customer Data only as necessary to provide the Vertafore Solution and to conduct business in compliance with regulatory standards.

Sircon – Compliance Express

Sircon – Education Providers

Please read the below terms and conditions carefully, as they contain legal terms that govern your use of Sircon, a Vertafore Solution ("Sircon").

Sircon provides you the ability to process course completions, submit course offerings and conduct other education related transactions online through Sircon (the "Service"). As a condition of the use of the Service, the parties agree to the following:

ACCESS TO SERVICE

By using Sircon, you agree to these Terms of Use (“Terms”). These Terms govern your access, use, and explain your rights and responsibilities when using Sircon. You must not access or use Sircon if you do not agree to these Terms. These Terms do not extend to any third-party sites which may be linked through Sircon because they may or may not have separate terms of use that will apply. To access Sircon you must have (1) permission by an authorized customer of Vertafore and (2) an individual username and password.

USERNAME AND PASSWORD

Your username, password or other identifier is unique to you and may be disabled at any time in Vertafore’s sole discretion for any or no reason, including if you have violated any provision of these Terms. You must notify us immediately of any unauthorized access to or use of your username or password or any breach of security. You also agree to ensure that you exit from your account at the end of each session. You should use particular caution when accessing your account from a public or share computer so that others are not able to view or record your password or other personal information.

VERTAFORE CONTENT

The information and material made available to you on Sircon (collectively referred to as “Content”). You must not use the Content to construct any derivative work, including, but not limited to any kind of database, without the prior express written permission of Vertafore.

TERMINATION OF LICENSE BY YOU

You may stop using Sircon at any time.

TERMINATION OF LICENSE BY US

Your rights under these Terms will terminate automatically without notice: (i) if you fail to comply with any provision of these Terms; or (ii) if, at any time and for any reason, the authorized entity is not using Sircon for any reason or no longer a provider under Vertafore’s records. Your access to Sircon may also be terminated, modified, removed, or disabled at any time. Upon the termination of these Terms, any rights to use or access Sircon shall cease and all usernames and passwords shall become inactive, at which point you shall cease all use of Sircon. If requested, you must, at our opinion, return or destroy any copies of the materials you have made. All provisions of these Terms except for the license to use Sircon will survive termination and continue in effect. The failure to exercise or enforce any legal right or remedy which is contained in these Terms will not operate as a formal waiver of any available rights or remedies.

OUR ACCESS TO YOUR INFORMATION

By accessing and using Sircon, you are also consenting to the collection, use and disclosure of your personal information permitted by law and in accordance with our Privacy Statement. You are further consenting to the receipt of any content sent to you by your provider through this portal.

FEES AND TAXES

Charges invoiced to the authorized entity using Sircon are subject to change. Vertafore is not liable for any fees you owe the authorized entity, which provides you access to Sircon.

Sircon – e-PAL

Sircon - G2

Sircon Managed Services

Sircon - Producer Express

Sircon - Producer Central

Surefyre

Please refer to Third Party Terms for: HazardHub, WorkOS, and Mailgun.

Surefyre Solution Terms:

Capitalized terms not defined in these Surefyre Solution Terms shall have the same definition as contained in the Vertafore Standard Terms or other applicable master agreement entered between the Parties.

LICENSES AND REPRESENTATIONS

You grant Vertafore a nonexclusive, irrevocable, worldwide, perpetual, unlimited, assignable, sublicensable, fully paid up and royalty-free right to host and use, in any way now known or in the future discovered, any information you provide, directly or indirectly to Vertafore, including, but not limited to, any user generated content, ideas, concepts, techniques and/or data to the services, you submit to Vertafore (collectively ”Submissions”), without any further consent, notice and/or compensation to you or to any third parties. Any Submissions you submit to us are at your own risk of loss.

You hereby appoint us as your agent with full power to enter into and execute any document and/or do any act which might be necessary to confirm the grant of rights, consents, agreements, assignments and waivers.

You agree that any Submissions you make are not being made in confidence or trust and that no confidential or fiduciary relationship is intended or created between you and us in any way, and that you have no expectation of any review, compensation or consideration of any type.

To the extent any moral rights, ancillary rights, or similar rights (”Moral Rights”) in or to the Submissions exist and are not exclusively owned by us and to the extent you are able to do so under applicable law, you agree not to enforce any such rights as to us or our licensees, distributors, agents, representatives and other authorized users, and you shall procure the same agreement not to enforce from any others who may possess such rights.

Customer may upload and store on the Vertafore Solution, Surefyre (“Surefyre”) as many forms and documents as it deems necessary so long as any such forms and documents are relevant to Customer’s authorized use of Surefyre.

Vertafore shall notify Customer promptly of all regulatory changes which it believes have an impact on Surefyre or any Professional Services (“Services”) included, inclusive of the effective date for each change. Customer will, upon request, reasonably cooperate with Vertafore in its evaluation of the regulatory change and the functional requirements related thereto. Vertafore will perform any applicable changes to Surefyre, or the applicable Services or recommend changes to operating procedures as necessary to conform to such new regulations prior to the required effective date of such new regulation; provided, however, if any new regulation should require a major development effort, Vertafore reserves the right to allocate such costs proportionally to its applicable Services to customers and the changes resulting therefrom would be classified as an upgrade.

ACCOUNTS

Some features on the Vertafore Solution permit or require you to create an account to participate or to secure additional benefits. You agree to provide, maintain and update true, accurate, current and complete information about yourself as prompted by our registration processes (the “Registration Data”). You agree to keep your account password secure and confidential. You shall not impersonate any person or entity or misrepresent your identity or affiliation with any person or entity, including using another person’s username, password or other account information, or another person’s name, likeness, voice, image or photograph. You agree that you shall remain responsible for anything that happens through your account or through your authorized user’s account until such account is closed or prove that such account security was compromised due to no fault of your own.

You agree that you shall remain responsible for anything that happens through your account or through your authorized user’s account until such account is closed or prove that such account security was compromised due to no fault of your own.

Subject to applicable law, Vertafore may suspend or terminate your account or any authorized user’s account and such person’s ability to use Surefyre and Vertafore’s obligation to provide the applicable Services or any portion thereof for failure to comply with these Terms of Use or any special terms related to a particular service, for infringing copyright, or for any other reason whatsoever.

RULES OF CONDUCT

The following Rules of Conduct apply to Surefyre and any applicable Services. By using the Surefyre or any Services you agree that you will not engage in, or allow your authorized users to engage in, any conduct that:

(a) is defamatory, abusive, harassing, threatening, or an invasion of a right of privacy of another person; (b) is bigoted, hateful, or racially or otherwise offensive; (c) is violent, vulgar, obscene, pornographic or otherwise sexually explicit; or (d) otherwise harms or can reasonably be expected to harm any person or entity; is illegal or encourages or advocates illegal activity or the discussion of illegal activities with the intent to commit them, including a Submission that is, or represents an attempt to engage in, child pornography, stalking, sexual assault, fraud, trafficking in obscene or stolen material, drug dealing and/or drug abuse, harassment, theft, or conspiracy to commit any criminal activity; infringes or violates any right of a third party including: (a) copyright, patent, trademark, trade secret or other proprietary or contractual rights; (b) right of privacy (specifically, you must not distribute another person’s personal information of any kind without their express permission) or publicity; or (c) any confidentiality obligation; commercial, business-related or advertises or offers to sell any products, services or otherwise (whether or not for profit), or solicits others (including solicitations for contributions or donations);contains a virus or other harmful component, or otherwise tampers with, impairs or damages the Site or any connected network, or otherwise interferes with any person or entity’s use or enjoyment of the Site; violates any data protection law or uses personally identifiable data in any way that violates applicable data protection laws; or(a) does not generally pertain to the designated topic or theme of the relevant public forum; (b) violates any specific restrictions applicable to a public forum; or (c) is antisocial, disruptive, or destructive, including flaming, spamming, flooding, trolling, and griefing as those terms are commonly understood and used on the Internet.

We cannot and do not assure that other users are or will be complying with the foregoing Rules of Conduct or any other provisions of these terms of use, and, as between you and us, you hereby assume all risk of harm or injury resulting from any such lack of compliance.

COOPERATION; REMOVAL OF SUBMISSIONS

Without prejudice to any of our other rights under these Terms of Use or at law, we reserve the right to (a) refuse to post or communicate or remove any Submission from Surefyre that violates these Terms of Use (including the Rules of Conduct) and (b) to the extent we are able to do so under applicable law, identify any user to third parties, and/or disclose to third parties any Submission or customer information, when we believe in good faith that such identification or disclosure will either (i) facilitate compliance with laws, including, for example, compliance with a court order or subpoena, or (ii) help to enforce these terms of use (including the Rules of Conduct) and/or protect the safety or security of any person or property, including Surefyre. Moreover, we retain all rights to remove Submissions or terminate or restrict the access of any authorized user at any time for any reason or no reason whatsoever.

Vertafore Canada – All

1.	Variance. Notwithstanding anything to the contrary in the Standard Terms:
1.1	Laws of Canada. The Agreement will be interpreted under the laws of Canada, and where possible the province of Ontario. The parties represent and warrant that they will adhere to all applicable laws of Canada, including, but not limited to, the Personal Information Protection and Electronic Documents Act (“PIPEDA”) and the Canadian Anti-Spam Law. 1.1.1 Articles 2125, 2129. Customer acknowledges that this Agreement is for a software license and not a “Services Agreement” as defined in the Civil Code of Quebec, therefore, Customer understands that Articles 2125 and 2129 of the Civil Code of Quebec are not applicable.
1.2	Data Protection. By entering into the Agreement, Customer expressly consents that Vertafore (which for the purposes of clarification includes its U.S. affiliates) may collect, retain, process, store, transfer and use Customer Data in connection with providing the Vertafore Solutions under the Agreement and in order to create the De-Identified Aggregate Data owned by Vertafore. Customer represents and warrants to Vertafore that Customer shall ensure that any processing of Customer Data which contains personally identifiable information in connection with the Vertafore Solutions shall comply with PIPEDA and any other applicable laws. This shall include without limitation that Customer: (i) has given adequate notice and made all appropriate disclosures to the data subjects regarding Vertafore’s and Customer’s use and disclosure of such personal information including without limitation for the provision of the Vertafore Solutions; and (ii) has and/or obtains all necessary rights, and where applicable, all appropriate and valid consents from the data subjects to share such personal data with Vertafore and to permit use of such personal information by Vertafore for the purposes of the provision of the Vertafore Solutions and performing its obligations under the Agreement or as may be required by law including without limitation notifying the data subject of the transfer of Customer Data (including outside of Canada) to countries whose laws may provide a lower standard of data protection than exists in Canada or such other countries.
1.3	Billing. All amounts stated on the Order are in Canadian dollars and are exclusive of applicable taxes and expenses. The late rescheduling charge outlined in Subsection 3.6.1 is modified to $5,000 CAD.
2.	Arbitration
2.1	Everywhere in Canada except within the Province of Québec. The arbitrator shall be appointed by agreement between the parties or, in default of agreement, such arbitrator shall be appointed by a Judge of the Ontario Court (General Division) sitting in the Judicial District of Toronto Region, upon the application of any of the said parties and a Judge of the Ontario Court (General Division) sitting in the Judicial District of Toronto Region shall be entitled to act as such arbitrator, if he so desires. The arbitration shall be held in the Municipality of Metropolitan Toronto. The procedure to be followed shall be agreed upon by the parties or, in default of agreement, determined by the arbitrator. The arbitration shall proceed in accordance with the provisions of the Arbitrations Act of Ontario. The arbitrator shall have the power to proceed with the arbitration and to deliver his award notwithstanding the default by any party in respect of any procedural order made by the arbitrator
2.2	Within the Province of Québec. The arbitration shall be conducted according to the provisions of articles 940 and following of the Code of Civil Procedure, without any reference to the Arbitration Act of Ontario except when both parties agree to modify the procedure. The Courts having jurisdiction in this Province and in the judicial district of Montreal shall have jurisdiction over the arbitration process. The arbitration shall be held in the City of Montreal.
2.3	Final and binding decision. The decision arrived at by the board of arbitration, howsoever constituted, shall be final and binding and no appeal shall lie therefrom and parties renounce to refer the litigation to any Court except to seek for provisional measures if necessary. Judgment upon the award rendered by the arbitrator may be entered in any court having jurisdiction. Within the Province of Québec the arbitration award may be homologated and put into compulsory execution according to relevant articles of Code of Civil Procedure.
3.	Language. The parties have required that this Agreement and all documents relating to the Agreement be drawn up in English. Les parties ont demandé que cette convention ainsi que tous les documents qui s'y attachent soient rédigés en anglais.

Vertafore Canada – All (en Français)

1.	Variance. Nonobstant toutes dispositions contraires dans les Conditions générales:
1.1	Lois du Canada. La Convention sera interprétée en vertu des lois du Canada, et dans la mesure du possible, de la province de l’Ontario. Les parties déclarent et garantissent qu’ils adhéreront à toutes les lois du Canada applicables, y compris, mais sans limitation, la Loi sur la protection des renseignements personnels et les documents électroniques (« LPRPDE ») et la Loi anti-pourriel canadienne. 1.1.1 Articles 2125, 2129 Le Client reconnait que cette Convention est pour une convention de licence de logiciel et non une « Entente de service » tel que définie dans le Code civil du Québec. Par conséquent, le Client reconnait que les articles 2125 et 2129 du Code civil du Québec ne sont pas applicables.
1.2	Protection des données. En concluant cette Convention, le Client consent expressément à ce que Vertafore (qui, aux fins de clarification, inclut ses affiliés américains) puisse collecter, conserver, traiter, stocker et utiliser les données du Client dans le cadre de la fourniture des Solutions de Vertafore en vertu de cette Convention, et afin de créer des données dépersonnalisées regroupées détenues par Vertafore. Le Client déclare et garantit à Vertafore qu’il s’assurera que tout traitement des données du Client qui contient de l’information personnelle identifiable en lien avec les Solutions de Vertafore seront conformes à la LPRPDE et à toutes autres lois applicables. Ceci implique sans limitation que le Client : (i) a donné un avis suffisant et fait toutes les divulgations appropriées aux clients et individus concernés au sujet de l’utilisation et la divulgation par Vertafore et le Client de tels renseignements personnels y compris, mais sans limitation, pour l’utilisation des Solutions de Vertafore; et (ii) a obtenu et/ou obtient tous droits nécessaires, et lorsqu’applicable, tous les consentements appropriés et valides des clients et individus concernés afin de partager de telles données personnelles avec Vertafore et de permettre l’usage de tels renseignements personnels par Vertafore pour les fins de la fourniture des Solutions de Vertafore et exécuter ses obligations en vertu de cette Convention, ou tel qu’il peut être requis par la loi, y compris, mais sans limitation, aviser les clients ou individus concernés du transfert des données du Client (incluant à l’extérieur du Canada) dans des pays ou les lois peuvent fournir un standard plus faible de protection de données que celui qui existe au Canada ou dans tels autres pays.
1.3	Facturation. Tous les montants énumérés sur la Commande sont en dollars canadiens et n’incluent pas les taxes et frais applicables.
2.	Arbitrage.
2.1	Partout au Canada sauf dans la province de Québec. L'arbitre sera nommé d’un commun accord entre les parties ou, à défaut d’accord, cet arbitre sera nommé par un juge de la cour de l’Ontario (division générale) siégeant dans le district judiciaire de la région de Toronto à la suite de la demande de l’une des deux parties, et un juge de la cour de l’Ontario (division générale) siégeant dans le district judiciaire de la région de Toronto aura le droit d’agir comme arbitre, s’il le désire. L’arbitrage doit se tenir dans la municipalité du Toronto métropolitain. La procédure à suivre doit faire l’objet d’un accord entre les parties, ou à défaut d’accord, être déterminée par l’arbitre. L’arbitrage doit se dérouler conformément aux dispositions de la Loi sur l’arbitrage de l’Ontario. L’arbitre a le pouvoir de procéder à l’arbitrage et de livrer sa sentence nonobstant le défaut de l’une ou l’autre des parties à l’égard de toute ordonnance procédurale rendue par l’arbitre.
2.2	à l'intérieur de la province de Québec. L'arbitrage doit être mené conformément aux dispositions des articles 940 et suivants du Code de procédure civile du Québec, sans référence à la Loi sur l’arbitrage de l’Ontario sauf quand les deux parties acceptent de modifier la procédure. Les cours ayant juridictions dans cette province et dans le district judiciaire de Montréal ont juridiction sur le processus d’arbitrage. L’arbitrage devra être tenu dans la ville de Montréal.
2.3	Décision finale et exécutoire. La décision prise par le conseil d’arbitrage, quel qu’il soit, sera finale et exécutoire et aucun appel ne pourra en découler, et les parties renoncent à référer le litige à toute cour sauf pour obtenir des mesures provisoires si nécessaire. La sentence arbitrale rendue par l’arbitre peut faire l’objet d’un jugement dans toute cours ayant juridiction. Dans la province de Québec, la sentence arbitrale peut être homologuée et être mise en exécution obligatoire conformément aux articles pertinents du Code de procédure civile.
3.	Langue. Les parties ont demandé que cette Convention et tous les documents qui s’y attachent soient rédigés en français. The parties have required that this Agreement and all documents relating to the Agreement be drawn up in French.

Vertafore Canada - InsurLink

Vertafore Canada - InsurLink (en Français)

Vertafore Canada – In-House Software

1.	Use. Use within geographical boundaries of Canada only.
2.	In-House Software Maintenance. Where indicated on the Order, Vertafore Canada may provide Maintenance for the In-House Software. Such services do not pertain to any of the operating system software or to any Third party software used by the Customer. Unless a specific agreement to the contrary is made, all Maintenance is provided remotely, via electronic ways exclusively.
3.	Software Corrections and Enhancements.
3.1	Software Corrections. If the In-House Software fails to operate substantially in accordance with Vertafore Canada's documentation provided on the secured portion of the Vertafore Canada website (www.Vertafore.ca), and such failure is documented by the Customer, Vertafore Canada shall use reasonable efforts to develop and provide a correction for such failure in a reasonable delay according to the seriousness of the failure. Vertafore Canada does not, however, warrant that it can correct the problem.
3.2	Software Enhancements. From time to time, Vertafore Canada may develop and/or make available software enhancements. Software enhancements may be either “Updates” (available without additional charge) or “Upgrades” (individually priced)
3.2.1	Upgrades. When a software enhancement is made available as a new Vertafore Canada product, the Customer will be advised of its price. If the Customer orders the enhancement, it will be provided to the Customer and the Customer will be invoiced. Once installed in the computer system, such Upgrades will be deemed included in the In-House Software and subject to the Agreement.
4.	In-House Maintenance. During the term of the Agreement, the Customer must subscribe to Vertafore Canada's Maintenance and pay the subscription Charges, including any modification for users, Charges or services as Vertafore Canada or the Customer could make from time to time according to the rules of the Agreement.
5.	Description of Maintenance.
5.1	Scope of Support. Vertafore Canada will provide its telephone and email support as well as remote access support consisting of assistance in connection with the Customer's operation of the In-House Software.
5.2	Support Hours. Vertafore Canada will supply telephone and email support, as well as remote access support from Quebec between 8:30 a.m. and 5:00 p.m. Eastern Time, Toronto between 7:30 a.m. and 7:30 p.m. Eastern Time, and from Vancouver between 8:30 a.m. and 4:30 p.m. Pacific Time, Monday to Friday inclusively, except statutory or civic holidays. The Customer must have competent operators available and who are capable of understanding and implementing Vertafore Canada's telephone support directions.
5.3	Software Correction Services. When Vertafore Canada makes a software correction available to the Customer for the In-House Software via remote access, the Customer must accept such software correction at the time Vertafore Canada is prepared to implement it. If the Customer declines to accept the proposed software correction, Vertafore Canada's obligations under Maintenance will be suspended until Customer has accepted such software correction. Customer is required to pay for Maintenance during any period of suspension.
5.4	Restriction on Service. The software enhancements and software corrections covered by the In-House Maintenance cannot be implemented until all previously issued software corrections and software enhancements have been implemented by the Customer.
5.5	Updates. Vertafore Canada will advise the Customer of the availability of any existing Updates, and will make such Updates available to the Customer at no additional charge via remote access. The Customer may, at its option, install such Updates so long as the Customer has installed all software corrections and Updates previously offered by Vertafore Canada. If the Customer wishes to install a software enhancement but has not installed all previously issued software corrections and Updates, the Customer must first complete such installation.
6.	Activation Key. The Customer acknowledges that the In-House Software contains an “Activation Key” that is activated when the Customer installs the In-House Software or a new version of it when duly licensed. When a Customer is in default (or breach) of the Agreement and downloads any new version or release of software, the Activation Key is automatically modified in such a way that it will lock the access to the In-House Software after ninety (90) days if the default has not been corrected (or breach cured) during this delay.
7.	Recent Release Requirement. In order to continue to qualify for the Maintenance, the Customer's In-House Software must be no more than one (1) release behind Vertafore Canada's then current release.
8.	Customer Obligation. Any defect of Customers equipment will constitute a valid excuse of performance in favour of Vertafore Canada. However, the Customer must continue to pay for the Maintenance.

Vertafore Canada – In-House Software (en Français)

1. Utilisation Utiliser à l'intérieur des frontières géographiques du Canada seulement.

2. Maintenance du logiciel interne. Lorsqu'indiqué sur la Commande, Vertafore Canada peut effectuer la maintenance sur le logiciel interne. De tels services ne concernent aucun logiciel du système d'exploitation ou aucun logiciel de tierces parties utilisés par le Client. à moins qu'une entente particulière à cet effet soit conclue, toute la maintenance est effectuée à distance, via des moyens électroniques uniquement.

3. Corrections et ameliorations apportées au logiciel.

3.1 Corrections apportées au logiciel. Si le logiciel interne ne fonctionne pas substantiellement en conformité avec la documentation de Vertafore Canada disponible sur la portion sécurisée du site web de (www.vertafore.ca), et qu'un tel défaut est documenté par le Client, Vertafore Canada devra utiliser les efforts raisonnables nécessaires pour développer et appliquer une correction pour un tel défaut dans un délai raisonnable selon la gravité du défaut. Vertafore Canada ne garantit pas, toutefois, que le problème puisse être corrigé.

3.2 Améliorations apportées au logiciel. De temps à autre, Vertafore Canada peut développer et/ou rendre disponible des améliorations au logiciel. Les améliorations peuvent être soit des "mises à jour" (disponible sans frais supplémentaires) soit des "mises à niveau" (prix individuel).

3.2.1 Mises à niveau. Lorsqu'une amélioration au logiciel est rendue disponible comme un nouveau produit de Vertafore Canada, le Client sera avisé de son prix. Si le Client commande l'amélioration, elle sera fournie au Client et le Client sera facturé. Une fois installées dans le système informatique, de telles mises à niveau seront réputées incluses dans le logiciel interne et sujet à la Convention.

4. Maintenance interne. Au cours de la Convention, le Client doit souscrire à la maintenance de Vertafore Canada et payer les frais de souscription, incluant toutes modifications pour les utilisateurs, charges ou services que Vertafore Canada ou le Client pourraient faire de temps à autre en conformité avec les dispositions de la Convention.

5. Description de la maintenance.

5.1 Portée du support.

5.2 Heures du support. Vertafore Canada fournira le support téléphonique et par courriel, de même que le support à distance de Québec entre 8h30 et 17h heure de l'Est, Toronto entre 7h30 et 19h30, heure de l'Est, et de Vancouver entre 8h30 et 16h30, heure du Pacifique, du lundi au vendredi inclusivement, sauf les jours de congés fériés ou civiques. Le Client doit avoir des opérateurs disponibles qui sont en mesure de comprendre et de mettre en œuvre les directives reçues par téléphone de Vertafore Canada.

5.3 Services de correction du logiciel. Lorsque Vertafore Canada fait une correction au logiciel pour le Client sur le logiciel interne via un accès à distance, le Client doit accepter ladite correction au moment où Vertafore Canada est prête à l'implanter. Si le Client refuse d'accepter la correction proposée, les obligations de Vertafore Canada en vertu de la maintenance seront suspendues jusqu'à ce que le Client ait accepté ladite correction. Le Client doit payer la maintenance durant toute période de suspension.

5.4 Restriction sur le service. Les améliorations et les corrections du logiciel couvertes par la maintenance interne ne peuvent être implantées tant que toutes les corrections et améliorations émises antérieurement n’auront pas été implantées par le Client.

5.5 Mises à jour. Vertafore Canada avisera le Client de la disponibilité de toutes mises à jour existantes, et rendra de telles mises à jour disponibles au Client sans frais additionnel via un accès à distance. Le Client peut, à son choix, installer de telles mises à jour en autant qu’il ait déjà installé toutes les corrections et mises à jours offertes antérieurement par Vertafore Canada. Si le Client désire installer une amélioration mais n’a pas installer toutes les corrections et mises à jours requises, le Client doit d’abord compléter de telles installations.

6. Clé d’activation. Le Client reconnait que le logiciel interne contient une "clé d’activation” qui est activée lorsque le Client installe le logiciel interne ou une nouvelle version de celui-ci lorsque dûment autorisé. Lorsque le Client est en défaut ou (en violation) par rapport à la Convention et qu’il télécharge toute nouvelle version d’un logiciel, la clé d’activation est automatiquement modifiée de telle façon qu’elle verrouillera l’accès au logiciel interne après quatre-vingt-dix (90) jours si le défaut n’a pas été corrigé (ou la violation réparée) au cours de ce délai.

7. Exigence quant à la version. Afin de continuer à se qualifier pour la maintenance, le logiciel interne du Client ne doit pas être plus de une (1) version en retard de la version alors la plus récente de Vertafore Canada.

8. Obligation du Client Toute défaillance de l’équipement du Client constituera une excuse valide quant à la performance en faveur de Vertafore Canada. Toutefois, le Client doit continuer à payer pour la maintenance.

Vertafore Canada SaaS Terms

1.	Storage Capacity. Total disk space allocated is 15 gigabytes per full access User.
2.	Scheduled Maintenance. Vertafore Canada will schedule Maintenance for the Online Services according to the following: Routine maintenance: Wednesday from 10:00 p.m. Eastern time to 2:00 a.m Eastern. Scheduled Maintenance: Sunday from 1:00 a.m. to 11:00 a.m. Eastern time. Advance notice of scheduled Maintenance: At least three (3) business days’ notice from Vertafore Canada. Annual Maintenance: Twice a year from Saturday 7:00 p.m. to Sunday 7:00 p.m. Eastern Time.
2.1	Vertafore Canada reserves the right to modify the Maintenance schedules at any time with thirty (30) days’ notice.
2.2	Vertafore Canada reserves the right to schedule an off-cycle maintenance window in event of unexpected high priority incident.
3	Data, System Monitoring & Updates
3.1	Data Recovery. If a specific copy of a backup is required by the customer, this is a billable service.
3.2	Data Security. The Online Service recognizes the User through communication encryption keeping Login details secure from detection by third parties; however, this does not modify Customer’s obligation to keep Logins confidential.
3.3	Data Destruction. Following termination of Vertafore Canada services. Vertafore Canada will delete the Customer’s data.
3.4	System Monitoring. Vertafore Canada monitors the state of all the servers including availability, processors usage, memory utilization and the activity generated on the hard drives. The monitoring system runs on a 7/24 basis and a Vertafore Canada technician is on call at all times. Any failures are entered in Vertafore Canada’s call tracking system. Availability statistics are based on the data in this call tracking system and will be calculated on a monthly basis and will be provided upon Customer’s request.
3.5	Updates. All updates, patches, service packs for applications and operating systems software will be tested in a lab environment before being installed in the production environment. All installations are performed according to supplier's instructions and standards. There will not be any interruptions to system availability due to updates, patches or service packs except during the periods of Maintenance referred to in Section 2. Customers will be notified at least one (1) month before any application or operating system upgrade. Application upgrades will be done gradually on the Citrix servers. Customers will be redirected towards the upgraded servers and in case of a functionality issue a roll back can be performed immediately. The images of each server will be used for returning to the original format. In the case of operating system upgrades, new images and full backups will be performed prior to ensure a proper roll back. Patches and services packs will be applied on an as-needed basis during the Maintenance period defined in Section 1 using the same method used for the operating system.
4.	Support
4.1	Coverage. The help desk is a standard service based on the functionality of a hosting service and covers the following problems: configuration and maintenance of Vertafore Canada access machines; connectivity problems (excluding problems pertaining to the Customer’s communication link); and infrastructure problems (servers, performance etc.).
4.2	Help Desk Availability. Vertafore Canada will supply telephone and MyVertafore web support, as well as remote access support from Quebec between 8:30 a.m. and 5:00 p.m. Eastern Time, Toronto between 7:30 a.m. and 7:30 p.m. Eastern Time, and from Vancouver between 8:30 a.m. and 4:30 p.m. Pacific Time, Monday to Friday inclusively, except statutory or civic holidays. The Customer must have competent operators available who are capable of understanding and implementing Vertafore Canada's telephone support directions. Priority 1 and Priority 2 problems as defined in Subsection 4.4 have a 24/7 support time.
4.3	Contacting the Help Desk. All Customer support requests must be performed either by phone or web via MyVertafore.
4.4	Service Level Priorities. Priority 4 (Low P4): Online Service is available with minor limitations in functionality or performance. Priority 3 (Medium P3): Online Service is available but with very limited functionality of performance. Priority 2 (Significant P2): One or some users unable to connect to one or more SaaS Applications. Significant SaaS performance slowness issue. Priority 1 (Critical P1): The Vertafore Canada SaaS Platform is inaccessible to all users. Urgent removal of a terminated employee from the SaaS environment is required.
5.	Customer responsibilities
5.1	Customer environment security and threat protection. Provide your device with access to the latest threat definitions and threat behavior detection
5.2	e-Mail. Customer is responsible for the procurement, set-up, and maintenance of their in-house e-mail in alignment with Vertafore Canada Cloud prerequisite
5.3	Operating System. Customer must maintain current version of operating system on their devices connecting to Vertafore Canada Cloud.
5.4	Third party Solutions; Customer is responsible to host third party solution not required

Vertafore Canada SaaS Terms (en Français)

1.	Capacité de stockage. L’espace disque total alloué est de 15 giga-octets par utilisateur à accès complet.
2.	Maintenance planifiée. Vertafore Canada planifiera la maintenance des services en ligne selon ce qui suit: Maintenance de routine: mercredi de 22 h à 2 h, heure de l’Est. Maintenance planifiée: dimanche de 1 h à 11 h, heure de l’Est. Préavis de maintenance planifiée: préavis d’au moins trois (3) jours ouvrables de la part de Vertafore Canada. Maintenance annuelle: deux fois par année du samedi 19 h au dimanche 19 h, heure de l’Est.
2.1	Vertafore Canada se réserve le droit de modifier à tout moment les horaires de maintenance moyennant un préavis de trente (30) jours.
2.2	Vertafore Canada se réserve le droit de planifier une fenêtre de maintenance hors cycle en cas d’incidents imprévus de haute priorité.
3	Données, surveillance du système et mises à jour
3.1	Récupération de données. Si le Client requiert l’extraction de données client des Solutions de Vertafore, cette extraction sera effectuée aux tarifs alors en vigueur de Vertafore pour les Services professionnels. Pour traiter une demande d’extraction de données clients, Vertafore peut exiger un paiement anticipé et peut en outre exiger du Client qu’il paie tout solde alors en souffrance.
3.2	Sécurité des données. Le service en ligne reconnaît l’utilisateur grâce au cryptage des communications en protégeant les données de connexion contre toute détection par des tiers; cependant, cela ne modifie pas l’obligation du Client de garder ses informations de connexion confidentielles.
3.3	Destruction des données. À la suite de la résiliation du Contrat, Vertafore Canada peut i) sans aucune responsabilité envers le Client, supprimer les données du Client; ou ii) conserver ces données client pendant un (1) an maximum ou pendant la durée requise par la loi applicable, à condition que Vertafore maintienne la confidentialité de ces données client jusqu’à ce que ces données client aient été détruites. Dans le cas où Vertafore supprime des données client, elles seront détruites conformément aux politiques et procédures de sauvegarde de Vertafore.
3.4	Surveillance du système. Vertafore Canada surveille l’état de tous les serveurs, y compris la disponibilité, l’utilisation des processeurs, l’utilisation de la mémoire et l’activité générée sur les disques durs. Le système de surveillance fonctionne 24/7 et un technicien de Vertafore Canada est sur appel en tout temps. Toute défaillance est saisie dans le système de suivi des appels de Vertafore Canada. Les statistiques de disponibilité sont basées sur les données de ce système de suivi et seront calculées sur une base mensuelle et fournies au Client à sa demande.
3.5	Mises à jour. Toutes les mises à jour, correctifs et service packs pour les applications et les logiciels des systèmes d’exploitation seront testés dans un environnement laboratoire avant d’être installés dans l’environnement de production. Toutes les installations sont effectuées conformément aux instructions et aux normes du fournisseur. Il n’y aura pas d’interruption de la disponibilité du système en raison de mises à jour, de correctifs ou de service packs, sauf pendant les périodes de maintenance mentionnées à la section 2. Les clients seront informés au moins un (1) mois avant toute mise à niveau des applications ou du système d’exploitation. Les mises à niveau se feront graduellement sur les serveurs Citrix. Les clients seront redirigés vers les serveurs mis à niveau. En cas de problème au niveau des fonctionnalités, une restauration peut être effectuée immédiatement. Les images de chaque serveur seront utilisées pour revenir au format d’origine. Dans le cas de mises à niveau du système d’exploitation, de nouvelles images et des sauvegardes complètes seront effectuées avant, pour s’assurer d’une restauration adéquate. Les correctifs et les services packs seront appliqués selon les besoins pendant la période de maintenance définie à la section 1 en utilisant la même méthode que celle utilisée pour le système d’exploitation.
4.	Support
4.1	Couverture. Le service d’assistance est un service standard basé sur les fonctionnalités d’un service d’hébergement et couvre les problèmes suivants: configuration et maintenance des machines d’accès Vertafore Canada; problèmes de connectivité (excluant les problèmes liés au lien de communication du Client); et des problèmes d’infrastructure (serveurs, performances, etc.).
4.2	Disponibilité du service d’assistance. Vertafore Canada fournira un support téléphonique et un support Web par le biais de MyVertafore, de même qu’un support d’accès à distance à partir du Québec entre 8 h 30 et 17 h, heure de l’Est; de Toronto entre 7 h 30 et 19 h 30, heure de l’Est; et de Vancouver entre 8 h 30 et 16 h 30, heure du Pacifique, du lundi au vendredi inclusivement, sauf les jours fériés. Le Client doit disposer d’opérateurs compétents capables de comprendre et d’appliquer les directives d’assistance téléphonique de Vertafore Canada. Les problèmes de priorité 1 et de priorité 2, tels que définis dans la sous-section 4.4, bénéficient d’une assistance 24/7.
4.3	Contacter le service d’assistance. Toutes les demandes d’assistance des clients doivent être effectuées soit par téléphone, soit par internet via MyVertafore.
4.4	Priorités du niveau de service. Priorité 4 (Faible P4): le service en ligne est accessible avec des limitations mineures de fonctionnalité ou de performance. Priorité 3 (Moyenne P3): le service en lignes est disponible mais avec des fonctionnalités ou des performances très limitées. Priorité 2 (Haute P2): Un ou des utilisateurs sont incapables de se connecter à une ou plusieurs applications SaaS. Problème important de lenteur au niveau des performances SaaS. Priorité 1 (Critique P1): La plateforme SaaS de Vertafore Canada est inaccessible à tous les utilisateurs. Le retrait urgent d’un employé licencié de l’environnement SaaS est requis.
5.	Responsabilités du Client
5.1	Sécurité de l’environnement client et protection contre les menaces. Munir votre appareil d’un accès à des solutions qui répondent aux dernières définitions de menaces et à la détection du comportement des menaces.
5.2	Courrier électronique. Le client est responsable de l’achat, de la configuration et de la maintenance de son courrier électronique conformément aux prérequis du SaaS de Vertafore Canada.
5.3	Système d’exploitation. Le client doit maintenir une version à jour de son système d’exploitation sur ses appareils se connectant au SaaS de Vertafore Canada.
5.4	Solutions de tierces parties. L’hébergement Client de toutes solutions de tierces parties n’est pas requis.

1.	Capacité de stockage. L’espace disque total alloué est de 15 giga-octets par utilisateur à accès complet.
2.	Maintenance planifiée. Vertafore Canada planifiera la maintenance des services en ligne selon ce qui suit: Maintenance de routine: mercredi de 22 h à 2 h, heure de l’Est. Maintenance planifiée: dimanche de 1 h à 11 h, heure de l’Est. Préavis de maintenance planifiée: préavis d’au moins trois (3) jours ouvrables de la part de Vertafore Canada. Maintenance annuelle: deux fois par année du samedi 19 h au dimanche 19 h, heure de l’Est.
2.1	Vertafore Canada se réserve le droit de modifier à tout moment les horaires de maintenance moyennant un préavis de trente (30) jours.
2.2	Vertafore Canada se réserve le droit de planifier une fenêtre de maintenance hors cycle en cas d’incidents imprévus de haute priorité.
3	Données, surveillance du système et mises à jour
3.1	Récupération de données. Si le Client requiert l’extraction de données client des Solutions de Vertafore, cette extraction sera effectuée aux tarifs alors en vigueur de Vertafore pour les Services professionnels. Pour traiter une demande d’extraction de données clients, Vertafore peut exiger un paiement anticipé et peut en outre exiger du Client qu’il paie tout solde alors en souffrance.
3.2	Sécurité des données. Le service en ligne reconnaît l’utilisateur grâce au cryptage des communications en protégeant les données de connexion contre toute détection par des tiers; cependant, cela ne modifie pas l’obligation du Client de garder ses informations de connexion confidentielles.
3.3	Destruction des données. À la suite de la résiliation du Contrat, Vertafore Canada peut i) sans aucune responsabilité envers le Client, supprimer les données du Client; ou ii) conserver ces données client pendant un (1) an maximum ou pendant la durée requise par la loi applicable, à condition que Vertafore maintienne la confidentialité de ces données client jusqu’à ce que ces données client aient été détruites. Dans le cas où Vertafore supprime des données client, elles seront détruites conformément aux politiques et procédures de sauvegarde de Vertafore.
3.4	Surveillance du système. Vertafore Canada surveille l’état de tous les serveurs, y compris la disponibilité, l’utilisation des processeurs, l’utilisation de la mémoire et l’activité générée sur les disques durs. Le système de surveillance fonctionne 24/7 et un technicien de Vertafore Canada est sur appel en tout temps. Toute défaillance est saisie dans le système de suivi des appels de Vertafore Canada. Les statistiques de disponibilité sont basées sur les données de ce système de suivi et seront calculées sur une base mensuelle et fournies au Client à sa demande.
3.5	Mises à jour. Toutes les mises à jour, correctifs et service packs pour les applications et les logiciels des systèmes d’exploitation seront testés dans un environnement laboratoire avant d’être installés dans l’environnement de production. Toutes les installations sont effectuées conformément aux instructions et aux normes du fournisseur. Il n’y aura pas d’interruption de la disponibilité du système en raison de mises à jour, de correctifs ou de service packs, sauf pendant les périodes de maintenance mentionnées à la section 2. Les clients seront informés au moins un (1) mois avant toute mise à niveau des applications ou du système d’exploitation. Les mises à niveau se feront graduellement sur les serveurs Citrix. Les clients seront redirigés vers les serveurs mis à niveau. En cas de problème au niveau des fonctionnalités, une restauration peut être effectuée immédiatement. Les images de chaque serveur seront utilisées pour revenir au format d’origine. Dans le cas de mises à niveau du système d’exploitation, de nouvelles images et des sauvegardes complètes seront effectuées avant, pour s’assurer d’une restauration adéquate. Les correctifs et les services packs seront appliqués selon les besoins pendant la période de maintenance définie à la section 1 en utilisant la même méthode que celle utilisée pour le système d’exploitation.
4.	Support
4.1	Couverture. Le service d’assistance est un service standard basé sur les fonctionnalités d’un service d’hébergement et couvre les problèmes suivants: configuration et maintenance des machines d’accès Vertafore Canada; problèmes de connectivité (excluant les problèmes liés au lien de communication du Client); et des problèmes d’infrastructure (serveurs, performances, etc.).
4.2	Disponibilité du service d’assistance. Vertafore Canada fournira un support téléphonique et un support Web par le biais de MyVertafore, de même qu’un support d’accès à distance à partir du Québec entre 8 h 30 et 17 h, heure de l’Est; de Toronto entre 7 h 30 et 19 h 30, heure de l’Est; et de Vancouver entre 8 h 30 et 16 h 30, heure du Pacifique, du lundi au vendredi inclusivement, sauf les jours fériés. Le Client doit disposer d’opérateurs compétents capables de comprendre et d’appliquer les directives d’assistance téléphonique de Vertafore Canada. Les problèmes de priorité 1 et de priorité 2, tels que définis dans la sous-section 4.4, bénéficient d’une assistance 24/7.
4.3	Contacter le service d’assistance. Toutes les demandes d’assistance des clients doivent être effectuées soit par téléphone, soit par internet via MyVertafore.
4.4	Priorités du niveau de service. Priorité 4 (Faible P4): le service en ligne est accessible avec des limitations mineures de fonctionnalité ou de performance. Priorité 3 (Moyenne P3): le service en lignes est disponible mais avec des fonctionnalités ou des performances très limitées. Priorité 2 (Haute P2): Un ou des utilisateurs sont incapables de se connecter à une ou plusieurs applications SaaS. Problème important de lenteur au niveau des performances SaaS. Priorité 1 (Critique P1): La plateforme SaaS de Vertafore Canada est inaccessible à tous les utilisateurs. Le retrait urgent d’un employé licencié de l’environnement SaaS est requis.
5.	Responsabilités du Client
5.1	Sécurité de l’environnement client et protection contre les menaces. Munir votre appareil d’un accès à des solutions qui répondent aux dernières définitions de menaces et à la détection du comportement des menaces.
5.2	Courrier électronique. Le client est responsable de l’achat, de la configuration et de la maintenance de son courrier électronique conformément aux prérequis du SaaS de Vertafore Canada.
5.3	Système d’exploitation. Le client doit maintenir une version à jour de son système d’exploitation sur ses appareils se connectant au SaaS de Vertafore Canada.
5.4	Solutions de tierces parties. L’hébergement Client de toutes solutions de tierces parties n’est pas requis.