ResolveBiz Services and Apps Private Limited (“Resolve”, “we”, “us” or “our”) is a pioneering, technology-powered integrated service provider with a unique model rendering human resource, payroll, Expenses, Accounting and Compliance management solutions.

Your use of the Website, application or Resolve Platform, owned and managed by Resolve, are governed by the following terms and conditions of this Agreement as applicable to the Website, application or Resolve Platform, including the applicable policies which are incorporated herein by way of reference. By mere use of the Website, application or Resolve Platform, You shall be contracting with Resolve and these Terms including the policies constitute your binding obligations with Resolve.

IF YOU ARE USING ANY SERVICE AS AN EMPLOYEE, AGENT, OR CONTRACTOR OF A COMPANY, PARTNERSHIP OR ANY OTHER ENTITY, THEN YOU REPRESENT AND WARRANT THAT YOU HAVE THE AUTHORITY TO SIGN FOR AND BIND SUCH ENTITY IN ORDER TO ACCEPT THE TERMS OF THIS AGREEMENT. THE RIGHTS GRANTED UNDER THIS AGREEMENT ARE EXPRESSLY CONDITIONED UPON ACCEPTANCE BY SUCH AUTHORIZED PERSONNEL.

Services offered by Resolve are subject to the terms of our website/platform, policies [i.e. Terms of Use, Privacy Policy, Cancellation and Refund Policy etc.] (“Policies”), available at ‘https://www.resolve.com/www.resolvepayroll.com’ (“Website”). By contacting Resolve for the services or availing the services or by registering with us or by accepting this Agreement, now or in the future, you being the person or entity placing an order for or accessing the Service (“Subscriber” or “Customer” “you”, “your”, “yourself” or “user”) signify that you agree to these Terms of the Agreement (“Terms”) and the Policies.

This Agreement is effective between You and Us as of the date of Your acceptance of this Agreement. This Terms of Service (“the Agreement”), is entered into by and between Resolve and You. Resolve and Subscriber are each a “party”, and together are “parties” to this Agreement. In consideration of the terms and conditions set forth below, the parties agree as follows:

1. Definitions

1.1. “Affiliates” shall mean any entity which directly or indirectly controls, is controlled by, or is under common control with the subject entity. “Control” for the purposes of this definition, means direct or indirect ownership or control of more than 50% of the voting interests of the subject entity.

1.2. “Agreement” means this Master Subscription Agreement, including the Service Level Agreement, Data Processing Agreement, Security Agreement, and any other exhibits, addenda, or attachments hereto, and any fully executed Order Form.

1.3. “Authorised User” shall mean an individual user for whom a user license has been purchased by Subscriber pursuant to the terms of the Invoice and this Agreement, and to whom unique user credentials have been given to access Resolve Platform. Authorised Users may include employees, individual contractors or consultants of Subscriber or Subscriber’s Affiliates or third party service providers.

1.4. “Confidential Information” shall mean all information disclosed by a party (“Disclosing Party”) to the other party (“Receiving Party”), whether orally or in writing, that is designated as confidential or that reasonably should be understood to be confidential given the nature of the information and the circumstances of disclosure. Resolve’s Confidential Information shall include the terms of this Agreement and all Invoices (including all non-public pricing information). Confidential Information of each party shall include (without limitation) the business and marketing plans, technology and technical information, product plans and designs, and business processes disclosed by such party. However, Confidential Information shall not include any information that (i) is or becomes generally known to the public without breach of obligation owed to the Disclosing Party, (ii) was known to the Receiving Party prior to its disclosure by the Disclosing Party without breach of any obligation to the Disclosing Party, (iii) is received from a third party without breach of any obligation owed to the Disclosing Party, or (iv) was independently developed by the Receiving Party without the use of Disclosing Party’s Confidential Information.

1.5. “Subscriber Data” means electronic data or information submitted to the Resolve Platform by Subscriber.

1.6. “Subscriber Input” means suggestions, enhancement requests, recommendations or other feedback provided by Subscriber, its Employees relating to the operation or functionality of the Resolve Platform.

1.7. “Documentation” shall mean the user manuals and documentation(s), whether in written or electronic form, provided by Resolve to the Subscriber from time to time detailing the features, functionalities and operation of the Resolve Platform.

1.8. “Employee” or “Worker” means employees, consultants, contingent workers, independent contractors, and retirees of Subscriber and its Affiliates, whether actively employed or terminated, whose business record(s) are or may be managed by the Service and for whom a subscription to the Service has been purchased in an Order Form.

1.9. “Improvements” means all improvements, updates, enhancements, error corrections, bug fixes, release notes, upgrades and changes to the Service and Documentation, as developed by Resolve and made generally available for Production use without a separate charge to Subscribers.

1.10. “Intellectual Property” or “IP” shall mean all intellectual property (whether registered or not) including but not limited to patents, designs, literary work, artistic work, audio, video, any translations, adaptations, computer programme and/or any other works, materials, software, source, executable or object code, documentation, methods, apparatus, systems and the like, any copyrightable/patentable material, trade secrets and all trademarks and trade names and any other materials that can be protected under existing or future intellectual property rights in India or any other applicable jurisdiction.

1.11. “Intellectual Property Rights” means any and all common law, statutory and other industrial property rights and intellectual property rights, including copyrights, trademarks, trade secrets, patents and other proprietary rights in the IP issued, honoured or enforceable under any applicable laws anywhere in the world, and all moral rights related thereto.

1.12. “Law” means any local, state, national and/or foreign law, treaties, and/or regulations applicable to the respective party.

1.13. “Malicious Code” means viruses, worms, time bombs, Trojan horses and other malicious code, files, scripts, agents, bots or programs.

1.14. “Order Form” means the ordering documents under which Subscriber subscribes to the Service which is fully executed pursuant to this Agreement.

1.15. “Personal Data” has the definition set forth in the Exhibit 2.

1.16. “Production” means the Subscriber’s use of or Resolve’s written verification of the availability of the Service (i) to administer Employees; (ii) to generate data for Subscriber’s books/records; or (iii) in any decision support capacity.

1.17. “Security Breach” means (i) any actual or reasonably suspected unauthorized use of, loss of, access to or disclosure of, Subscriber Data; provided that an incidental disclosure of Subscriber Data to an Authorized Party or Resolve, or incidental access to Subscriber Data by an Authorized Party or Resolve, where no reasonable suspicion exists that such disclosure or access involves theft, or is fraudulent, criminal or malicious in nature, shall not be considered a “Security Breach” for purposes of this definition, unless such incidental disclosure or incidental access triggers a notification obligation under any applicable Law and (ii) any security breach (or substantially similar term) as defined by applicable Law.

1.18. “Resolve Platform” means Resolve’s software-as-a-service applications or it’s managed payroll, accounting and compliance services as described in the Documentation and subscribed to under an Order Form.

1.19. “Non-Resolve Services” shall mean third party applications, services, software, networks, systems, websites or databases that are integrated with the Resolve Platform to interoperate with the Resolve Platform.

1.20. “Invoice” shall mean the document evidencing a subscription to Resolve Services that specifies the description of services subscribed, subscription plan, Subscription Period, number of user licenses purchased and applicable fees.

1.21. “Subscriber Data” shall mean electronic data and information submitted to and stored within the Resolve Platform by the Subscriber or an Authorized User as a result of Subscriber’s or Authorised User’s use of the Resolve Platform.

1.22. “Subscription Period(s)” shall mean, in respect of each of the Resolve Platform, the duration of validity of each fee-based subscription plan purchased by Subscriber.

1.23. “Usage Limits” shall mean the limits on use of each of the Resolve Platform corresponding to the fee-based subscription plan purchased by the Subscriber.

1.24. “Taxes” shall mean all taxes, duties, levies, imposts, fines or similar governmental assessments, including sales and use taxes, value-added taxes, goods and services taxes, excise, business, service, and other similar transactional taxes imposed by any local, state, provincial or foreign jurisdiction and include the interest and penalties thereon.

1.25. “Terms of Service” shall mean the terms and conditions available for access and use of the Resolve Platform, as modified from time to time.

2. Use of the Resolve Platform, Restrictions and Responsibilities

2.1. Rights Granted. Subject to the terms and conditions of this Agreement, Resolve will make the Resolve Platform available to Subscribers for the Subscription Period as set out in the Invoice. Resolve grants Subscriber a revocable, non-exclusive, non-transferable right and limited license to access, use and, where applicable, download the Resolve Platform during such Subscription Period for Subscriber’s internal business purposes. If the Subscriber exceeds the Usage Limits of the Resolve Platform or functionalities within the Resolve Platform, Subscriber may purchase additional quantities of the Resolve Platform by making payment(s) for such excess usage.

2.2. Usage Restrictions. Subscriber shall not and shall not permit its Authorised Users to:

2.3. Subscriber Responsibilities. Subscriber shall be responsible for:

3. Fees and Payments

3.1. Fees: Subscriber will pay to Resolve, without any deductions, the fees set forth in the applicable Invoice. Except as otherwise specified in the Agreement, all payment obligations are non-cancellable and all amounts paid are non-refundable whether or not the Resolve Platform is actively being used. Additional charges will apply for additional purchases or usage in excess of the purchased subscription(s). All pricing terms provided for the Subscriber are confidential and Subscriber agrees not to disclose them to any third party without Resolve’s prior written authorization.

3.2. Invoicing and Payment: Payments for Subscription Period of less than one (1) year shall be made through Resolve’s online store using a credit card or online banking facilities. Manual payment options are also considered. The Subscription Period will commence only upon receipt of payment or a purchase order acceptable to Resolve. Subscriber shall be responsible for providing complete and accurate payment information to Resolve. Subscriber shall promptly update any change in the billing information. If a purchase order raised by the Subscriber is accepted by Resolve, the payment must be made by the Subscriber within fifteen (15) days from the receipt of an invoice by email, unless otherwise stated in the Invoice.

3.3. Overdue Payments: Undisputed overdue payments shall bear interest at the rate of one (1)% per month or the maximum rate allowed under applicable law as Resolve is registered as a MSME Unit. Subscriber acknowledges and accepts that non-payment of any undisputed fees within the term defined in the applicable Invoice constitutes a material breach of this Agreement and that Resolve shall have the right to: (i) block and/or suspend the access to the Resolve Platform until all such due and undisputed amounts and applicable interests, if any, have been paid; and/or (ii) terminate the Agreement as specified under Term and termination clause of this Agreement.

3.4. Payment Disputes: In the event Subscriber has any disputes with regard to the invoice raised by Resolve, then the Subscriber shall raise the same within five (5) business days from the date of receipt of invoice. Subscriber shall not be considered to have defaulted on Subscriber’s payment obligations under this Section if the Subscriber: (i) has disputed the fees in good faith in accordance with clause 3.6 and is cooperating diligently to resolve the dispute; and (ii) remits payment for any undisputed amounts in a timely manner.

3.5. Taxes: Subscriber shall be responsible for paying the Taxes in addition to the fees applicable for the Resolve Platform as specified in the Invoice. If the Subscriber is withholding Taxes, Subscriber shall pay the withholding Tax directly to the appropriate government entity and shall furnish a tax certificate to Resolve evidencing such payment within one hundred (100) days of making such payments. In the event of a failure to furnish the tax certificate within the time period specified herein, the concerned tax amount shall be fortified by Resolve.

3.6. Pricing: Resolve reserves the right to unilaterally determine and modify its pricing for the Resolve Platform. Where an Invoice is in effect, the pricing for the Resolve Platform shall remain as agreed for the term specified in such Invoice.

4. Availability and Technical Support

4.1. Resolve will make the Resolve Platform available to the Subscriber pursuant to the terms of this Agreement, applicable Invoice and Documentation. Resolve shall use commercially reasonable efforts to make the Resolve Platform available 24 hours a day, 7 days a week and honor the Uptime Commitment as per normal business standards, except during: (i) Scheduled Downtime, and (ii) Force Majeure Events.

5. Privacy and Security

5.1. Privacy: To the extent that Personal Information (as defined under the Exhibit 2) is processed by Resolve when Subscriber uses the Resolve Platform, Resolve shall comply with applicable legal requirements for privacy, data protection and confidentiality. Resolve’s processing of Personal Information will, at all times, be compliant with Exhibit 2 of this Agreement. Exhibit 2 explains how Resolve will, (i) process Personal Information; (ii) use third party service providers who process Personal Information on Resolve’s behalf; (iii) assist Subscriber to handle data subject requests; (iv) handle Security Incidents; (v) accommodate an audit request from Subscriber; (vi) ensure that its personnel maintain confidentiality and security of Personal Information; and (vii) handle return or deletion of Personal Information.

5.2. Security: Resolve has implemented and will maintain industry-standard administrative, technical, and physical safeguards to reasonably protect the security, confidentiality and integrity of the Subscriber Data as described in Exhibit 3 of this Agreement. Resolve will periodically review and update its security practices to address new and evolving security threats and to implement evolving security technologies and industry standard practices. Resolve warrants that no modification to the security practices will materially degrade the security of the Resolve Platform.

6. Proprietary Rights and Licenses

6.1. Reservation of Intellectual Property Rights: As between the Parties to this Agreement, Resolve retains all the rights, title and interest in and to the Resolve Platform and Documentation, including all related Intellectual Property Rights. Except as expressly stated herein, this Agreement does not grant any additional rights or licenses to the Subscriber in the Resolve Platform or in any intellectual property rights of Resolve. The Subscriber agrees and acknowledges that unless as provided herein this Agreement, any other use of the Resolve Platform shall constitute a material breach of this Agreement and an infringement under applicable laws. Such material breach or infringement shall cause Resolve irreparable loss and damage. Therefore, in addition to and without limitation to the rights provided herein this Agreement, Resolve shall have the right to recover damages and injunctive relief under applicable laws.

6.2. License to use Suggestion and Feedback: Subscriber grants to Resolve a fully paid-up, royalty-free, worldwide, sub-licensable, assignable, irrevocable and perpetual license to use and incorporate into the Resolve Platform any idea, suggestion for enhancement, recommendation, correction or other feedback provided by Subscriber to Resolve in connection with such Subscriber’s use of the Resolve Platform.

6.3. Subscriber Input: Subscriber Input is defined as any information subscriber may have provided Resolve as an idea, feature request, enhancement or bug-fix on Resolve product offerings to Resolve. Resolve shall have a royalty-free, worldwide, transferable, sub-licensable, irrevocable, perpetual license to use or incorporate into the Service any Subscriber Input. Resolve shall have no obligation to make Subscriber Input an Improvement. Subscriber shall have no obligation to provide subscriber Input.

6.4. Statistical Data Use: Resolve has exclusive rights to use the statistical data derived from the operation of the Service, including, without limitation, the number of records in the Service, the number and types of transactions, configurations, and reports processed in the Service and the performance results for the Service (the “Aggregated Data”). Nothing herein shall be construed as prohibiting Resolve from utilizing the Aggregated Data for purposes of operating Resolve’s business, provided that Resolve’s use of Aggregated Data will not reveal the identity, whether directly or indirectly, of any individual or specific data entered by any individual into the Service. In no event does the Aggregated Data include any personally identifiable information or corporate identifiable information.

6.5. Use of name: In connection with any literature of an advertising or similar nature, Resolve’s name shall not be used or quoted without the prior written permission of Resolve. Resolve may use the fact of its involvement with the Subscriber in this Agreement in its credentials, proposals and publicity material subject to applicable law and professional regulations. The Customer agrees to such use and Resolve may, on the Subscriber’s specific request, share samples of such use.

7. Confidentiality

7.1. Confidentiality Obligations: Except as otherwise permitted in writing by the Disclosing Party, the Receiving Party shall (i) use the same degree of care that it uses to protect the confidentiality of its own confidential information of like kind (but in no event less than reasonable care) not to disclose or use any Confidential Information of the Disclosing Party for any purpose outside the scope of this Agreement, and (ii) limit access to Confidential Information of the Disclosing Party to those of its employees, contractors and agents who need such access for the purposes consistent with this Agreement and who have signed confidentiality agreements with the Receiving Party containing protections no less stringent than those contained herein. Any exchange of Confidential Information prior to the execution of this Agreement shall continue to be governed by any non-disclosure agreement executed by and between the parties and not the terms of this Agreement. All copies of Confidential Information, regardless of form, shall, at the discretion of the Disclosing Party, either be destroyed or returned to the Disclosing Party, promptly upon the earlier of: (i) Disclosing Party’s written request, or (ii) expiration or termination of this Agreement for any reason.

7.2. Compelled Disclosure: The Receiving Party may disclose Confidential Information of the Disclosing Party (i) as necessary to comply with an order or subpoena of any administrative agency or court of competent jurisdiction; or (ii) as reasonably necessary to comply with any applicable law or regulation; or (iii) as necessary to establish the rights of the Receiving Party, provided the Receiving Party gives the Disclosing Party prior notice of the compelled disclosure (to the extent legally permitted) and reasonable assistance, at the Disclosing Party’s cost, if the Disclosing Party wishes to contest the disclosure. Any such disclosure shall be limited to only what is required and shall be subject to the confidentiality obligations to the extent reasonably practicable.

8. Representations, Warranties and Disclaimers

8.1. Mutual Representation: Each party represents and warrants to the other party that it is duly organized and validly existing under the laws of the state of its incorporation and has full corporate power and authority, and is duly authorized, to enter into the Agreement and to carry out the provisions thereof.

8.2. Warranty by Resolve: Resolve warrants that during an applicable Subscription Period (i) the Resolve Platform will perform materially in accordance with the Documentation when Subscriber uses the Resolve Platform in accordance with such Documentation; (ii) Resolve will, at a minimum, implement safeguards for protection of the security, confidentiality and integrity of Subscriber Data, as set forth in DPA of this Agreement; (iii) Resolve will not materially decrease the overall functionality of the Resolve Platform. In case of any breach of warranty listed in this Section, the Subscriber shall be entitled to sole and exclusive remedies against Resolve as described in Sections 11.2. and 11.3. of this Agreement.

8.3. Warranty Disclaimer: Subscriber understands and agrees that the use of the Resolve Platform is at subscriber’s sole risk. Except as expressly provided herein, Resolve Platform is provided on an “as is” and “as available” basis, without any warranties of any kind. Except for warranties specified in this agreement, Resolve disclaims warranties of all kinds, including, but not limited to, the implied warranties of merchantability, title, fitness for a particular purpose, and non-infringement. Resolve further disclaims warranties that the Resolve Platform will be uninterrupted, timely, secure, error-free or free from viruses or other malicious software. No advice or information obtained by subscriber from Resolve or from any third party shall create any warranty not expressly stated in this agreement. The foregoing exclusions and limitations shall apply to the maximum extent permitted by applicable law, even if remedy fails its essential purpose.

9. Indemnification

Indemnification by Resolve

9.1. Resolve shall defend Subscriber, at Resolve’s expense, from claims, demands, suits, or proceedings made or brought against Subscriber by a third party (“Claims”) alleging that the use of the Resolve Platform as contemplated hereunder infringes such third party’s Intellectual Property Rights and shall indemnify and hold Subscriber harmless against any loss, damage or costs finally awarded or entered into in settlement (including, without limitation, reasonable attorneys’ fees) (collectively, “Losses”); provided that Subscriber: (a) promptly gives written notice of the Claim to Resolve (although a delay of notice will not relieve Resolve of its obligations under this section except to the extent that Resolve is prejudiced by such delay); (b) gives Resolve sole control of the defense and settlement of the Claim (although Resolve may not settle any Claim unless it unconditionally releases Subscriber of all liability); and (c) provides to Resolve, at Resolve’s cost, all reasonable assistance. Resolve shall have no liability for Claims or Losses to the extent arising from: (d) modification of the Resolve Platform by anyone other than Resolve; (e) use of the Resolve Platform in a manner inconsistent with the Agreement or Documentation; or (f) use of the Resolve Platform in combination with any other product or service not provided by Resolve. If Subscriber is enjoined from using the Resolve Platform or Resolve reasonably believes it will be enjoined, Resolve shall have the right, at its sole option, to obtain for Subscriber the right to continue use of the Resolve Platform or to replace or modify the Resolve Platform so that it is no longer infringing. If neither of the foregoing options is reasonably available to Resolve, then the Agreement may be terminated at either party’s option and Resolve’s sole liability, in addition to the indemnification obligations herein, shall be to refund any prepaid fees for the Resolve Platform that was to be provided after the effective date of termination.

Indemnification by the Subscriber

9.2. Subscriber agrees to indemnify and hold harmless Resolve, its directors, officers, employees, affiliates, agents and representatives from and against, including but not limited to, any and all claims, damages, liabilities, fines, penalties, costs and expenses (including reasonable attorneys’ fees) to which Resolve may be subjected as a result of Subscriber’s, its employee’s or agent’s (i) business operations, including, without limitation, Subscriber employee claims, (ii) any act or omission to act which constitutes a breach of this Agreement, or (iii) performance hereunder in a manner that is negligent, grossly negligent, reckless, or improper.

9.3. Subscriber recognizes that Resolve will be irreparably harmed by a violation of Subscriber’s confidentiality, non-use or other obligations hereunder. Therefore, in addition to any other available remedies, Resolve is entitled to an injunction or other decree of specific performance with respect to any violation thereof by Subscriber.

10. Limitation of Liability

Under no circumstances and under no legal theory, whether tort, contract, product liability, negligence or otherwise, shall Resolve or its affiliates be liable to you or any other affiliate or third party for any lost profits, lost sales or lost revenue, loss of data, business interruption, loss of goodwill or for any indirect, special, incidental, exemplary, consequential or punitive damages, even if a party or its affiliates have been advised of the possibility of such damages. In no event shall the liability of either party to the other party or its affiliates, for any claim or action arising out of this agreement, exceed the value of 10% of aggregate of all amounts paid by the Subscriber to Resolve in the twelve (12) months preceding the first event giving rise to such claim or action. The limitations specified herein will not limit Subscriber’s obligation to pay fees in accordance with this agreement.

11. Term and Termination

11.1. Term: The term of this Agreement shall commence on the Effective Date and shall thereafter continue for the duration of the Subscription Period of the relevant Invoice, unless terminated in accordance with the provisions of this Section. Except as otherwise specified in the Agreement or Invoice, subscriptions will automatically renew for additional terms equivalent to the expiring Subscription Period.

11.2. Termination for cause: A party may terminate this Agreement for cause: (i) upon 30 days written notice to the other party of a material breach if such breach remains uncured at the expiration of such period, or (ii) if the other party becomes the subject of a petition in bankruptcy or any other proceeding relating to insolvency, receivership, liquidation or assignment for the benefit of the creditors.

11.3. Termination by Resolve: Resolve shall be entitled to terminate this Agreement forthwith upon giving written notice of thirty (30 days) to the subscriber if it: (i) enters an agreement with creditors without authorization Resolve and/or steps have been taken for its winding up (other than for the purposes of bona fide reconstruction); (ii) has reasonable grounds to suspect that it has participated in illegal practices and/or acts or been charged in a court of law acts in a manner prejudicial to the interests of Resolve; (iii) commits misconduct, fraudulent, dishonest, undisciplined conduct or breach of integrity or embezzlement or misappropriation or misuse or causing damage to the Software and other property of Resolve; (iv) misrepresents, makes false statements and breaches the representations and warranties under the Agreement; and (v) ceases or threatens to cease to carry on business.

11.4. Termination for Convenience: Notwithstanding any other provision in this Agreement, Resolve shall at its absolute discretion be entitled to terminate this Agreement without provision of reasons by giving at least 30 (thirty) days prior written notice to the other Party.

11.5. Refund: Upon termination for cause by Subscriber, Resolve shall refund Subscriber any prepaid fees covering the unused portion of the Subscription Period. Upon any termination for cause by Resolve, Subscriber shall expedite all payments due to Resolve and in no event will termination of this Agreement relieve Subscriber of its obligation to pay any fees due to Resolve. Notwithstanding anything contained herein, in the event Subscriber terminates the Agreement except as mentioned in Section 11.2 of the Agreement, Resolve is under no obligation to refund the fees paid by the Subscriber.

11.6. Retrieval of Subscriber Data: Upon Subscriber’s written request made on or prior to expiration or termination of the Agreement, Resolve will give Subscriber limited access to the Resolve Platform for a period of up to thirty (30) days, at no additional cost, solely for purposes of retrieving Subscriber Data. Subject to such thirty day period and Resolve’s legal obligations, Resolve has no obligation to maintain or provide any Subscriber Data and may, unless legally prohibited, delete Subscriber Data; provided, however, that Resolve will not be required to remove copies of the Subscriber Data from its backup media and servers until such time as the backup copies are scheduled to be deleted.

11.7. Surviving Provisions: Sections “Confidentiality,” “Fees and Payments,” “Warranty Disclaimers,” “Limitation of Liability,” “Indemnification,” “Termination,” “Surviving Provisions” and “General” shall survive termination of this Agreement.

12. General

12.1. Applicability of Terms of Service: Subscriber understands that, in addition to the terms of this Agreement, Resolve’s Terms of Service will apply to Subscriber’s access and use of the Resolve Platform. In the event of any conflict between this Agreement and the Terms of Service, the terms of this Agreement shall prevail.

12.2. Entire Agreement: This Agreement, including the Exhibits attached hereto and the Terms of Service, constitute the entire agreement between the parties with respect to the subject matter of this Agreement and supersedes any and all prior and contemporaneous agreements, negotiations, correspondence, understandings and communications between the parties, whether written or oral, concerning the subject matter hereof.

12.3. Amendment: No changes, modifications or amendment of any nature made to this Agreement shall be valid unless evidenced in writing and signed for and on behalf of both parties by the respective authorized representatives.

12.4. Governing Law and Jurisdiction: This Agreement shall be governed by and construed strictly in accordance with the laws of India (excluding the rules governing conflict of laws). Any dispute arising out of or resulting from this Agreement shall be subject to the exclusive jurisdiction of courts in Bangalore, India to the exclusion of all other courts.

12.5. Notices: All notices required under this Agreement shall be in writing and shall be sent to the respective address set forth below. Any such notice may be delivered by hand, by overnight courier, by registered post or certified mail with return receipt requested, or by electronic mail to the person to whom such notice is to be sent as per the terms of this Agreement. Such notice shall be deemed to have been received: (i) by hand delivery, at the time of delivery; (ii) by overnight courier, on the succeeding business day; (iii) by registered post or certified mail, on the date marked in proof of receipt; and (v) by electronic mail, when sent. All notices shall be sent to support@Resolveindia.com.

12.6. Relationship of the Parties: The parties are independent contractors. This Agreement does not create a partnership, franchise, joint venture, agency, fiduciary or employment relationship between the parties. Neither party shall have the power to bind the other or incur obligations on the other party’s behalf without the other party’s written consent.

12.7. Assignment: Neither party shall assign any of its rights or obligations hereunder, whether by operation of law or otherwise, without the prior written consent of the other party (which consent shall not be unreasonably withheld). . Any attempt by a party to assign its rights or obligations under this Agreement other than as permitted by this section shall be void and of no effect. Subject to the foregoing, this Agreement shall bind and inure to the benefit of the parties, their respective successors and permitted assigns.

12.8. Affairs of the Parties: It has been explicitly agreed between the Parties that at any time within the term of this Agreement, the Subscriber undergoes one of the following including the sale of the company/entity, then the Subscriber shall have the sole unconditional rights, among others, to: Change in the management; Change in the corporate name or brand name or trademark; Restructuring; Acquisition and merger; Any Private Equity or Loan infusion into the Party. RESOLVE will not interfere or raise any objections in or under the above circumstances, provided that the Subscriber shall ensure that the rights of RESOLVE under this Agreement are not adversely affected or curtailed by virtue of such an event. The existence of the Agreement or/and rights of RESOLVE under this Agreement shall not be affected in any manner and the Subscriber shall ensure the same terms and conditions are carried through the Term of the Agreement. If the Agreement terminates or any rights of RESOLVE are adversely effected due to any of the above circumstances as laid down under this clause above, then the defaulting party, i.e., the Subscriber shall indemnify RESOLVE and compensate it from any loss or expenditure that RESOLVE incurs.

12.9. No Third Party Beneficiaries: The provisions of this Agreement shall be binding and inure solely to the benefit of the parties, their successors, and permitted assigns. Nothing herein, whether express or implied, will confer any right, benefit or remedy upon any person or entity other than the parties, their successors and permitted assigns.

12.10. Force Majeure: No Party shall be liable to the other if, and to the extent, that the performance or delay in performance of any of its obligations under this Agreement is prevented, restricted, delayed or interfered with, due to circumstances beyond the reasonable control of such Party, including but not limited to, Government legislations, fires, floods, explosions, epidemics, accidents, acts of God, wars, riots, strikes, lockouts, or other concerted acts of workmen, acts of Government. The Party claiming an event of force majeure shall promptly notify the other Party in writing and provide full particulars of the cause or event and the date of first occurrence thereof, as soon as possible after the event and also keep the other Party informed of any further developments. The Party so affected shall use its best efforts to remove the cause of non-performance, and the Parties shall resume performance as soon as such cause is removed.

12.11. Severability: Any provision of this Agreement, which is prohibited or unenforceable in any jurisdiction shall, as to such jurisdiction be ineffective to the extent of such prohibition or unenforceability without invalidating the remaining provisions hereof or affecting the validity or enforceability of such provision in any other jurisdiction. Accordingly, this Agreement shall be construed as if such portion had not been inserted and the remaining provisions of this Agreement shall remain in full force and effect.

12.12. Waiver: Except as otherwise provided in this Agreement, failure on the part of either Party to exercise any right hereunder or to insist upon strict compliance by the other Party with any of the terms, covenants or conditions hereof shall not be deemed a waiver of such right, term, covenant or condition.

12.13. Interpretation

No provision of this Agreement shall be construed against one party by reason of being deemed the “author” of the Agreement. The headings used in this Agreement are for convenience only and shall not affect the interpretation of the terms of this Agreement.

12.14. Specific terms of use for payment automation services – refer exhibit 4
Exhibit 1
SERVICE LEVEL AVAILABILITY

This Exhibit documents Resolve’s Service Level Availability Policy (“SLA”) with its Subscribers. Capitalized terms, unless otherwise defined herein, shall have the same meaning as in the Master Subscription Agreement.

1. Definitions

“Downtime” shall mean inability to access Resolve Platform due to a Qualifying Fault. Downtime is measured based on availability of the Resolve Platform as measured by Resolve’s monitoring tools.

“Qualifying Fault” shall mean and include server side errors and reachability errors attributable to the Resolve Platform.

“Downtime Period” shall mean eight business hours or more consecutive minutes of Downtime.

“Monthly Uptime” shall mean total number of hours in a calendar month minus the number of business hours of Downtime suffered from all Downtime Periods in a calendar month.

“Monthly Uptime Percentage” shall mean the percentage calculated by dividing Monthly Uptime by the total number of hours in a calendar month.

“Scheduled Downtime” shall mean unavailability of the Resolve Platform about which Subscriber is informed at least forty eight (48) hours in advance. A Schedule Downtime will not constitute a Qualifying Fault.

2. Service availability

Resolve Platform will have a Monthly Uptime as per industry standards.

3. Resolve Platform Updates

Periodically, Resolve introduces new features in the Resolve Platform with enhanced functionality. Features and functionality will be made available as part of a major feature release (“Feature Release”) or as part of weekly service updates (“Service Updates”).

4. Resolve Support Scope

Resolve will support functionality that is delivered by Resolve as part of the Resolve Platform. For all other functionality, and/or issues or errors in the Resolve Platform caused by issues, errors and/or changes in Subscriber’s information systems, customizations, and/or third-party products or services, Resolve may assist Subscriber and its third-party providers in diagnosing and resolving issues or errors but Subscriber acknowledges that these matters are outside of Resolve’s support obligations. Failure to meet obligations or commitments under this SLA that are attributable to (i) Subscriber’s acts or omissions; and (ii) force majeure events shall be excused.

6. Issue Submission and Reporting

Subscriber’s Named Support Contacts may submit cases to Resolve Support via the Resolve Support Portal. Named Support Contacts must be trained on the Resolve Platform. Each case will be assigned a unique case number. Resolve will respond to each case in accordance with this SLA and will work diligently toward resolution of the issue taking into consideration its severity and impact on the Subscriber’s business operations. Actual resolution time will depend on the nature of the case and the resolution itself. A resolution may consist of a fix, workaround, delivery of information or other reasonable solution to the issue. Case reporting is available on demand via the Resolve Support Portal.

7. Severity level determination

Subscriber shall reasonably self-diagnose each support issue and recommend to Resolve an appropriate Severity Level designation. Resolve shall validate Subscriber’s Severity Level designation or notify Subscriber of the change in the Severity Level designation to a higher or lower level with justification. The following definition shall be used in determination of severity level:

8. Response and resolution

Response, Problem Determination and Resolution/Restoration/Work-around Timeframe as per industry standards.

9. Exclusions

The SLA does not apply to any performance and availability issues:

  1. caused by factors outside of Resolve’s reasonable control;
  2. that resulted from any actions or inactions of Subscriber; or
  3. that resulted from Subscriber’s equipment and/or third party equipment that are not within Resolve’s reasonable control.
Exhibit 2
Data Processing Agreement
Digital Personal Data Protection Act 2023

Your use of the Website, application or Resolve Platform, owned and managed by Resolve, are governed by the following terms and conditions of this Agreement as applicable to the Website, application or Resolve Platform, including the applicable policies which are incorporated herein by way of reference. By mere use of the Website, application or Resolve Platform, You shall be contracting with Resolve and these terms and conditions including the policies constitute your binding obligations with Resolve.

This Agreement is hereby executed and enforceable between:

Customer/Partner (Hereinafter referred to as “Data Fiducary”)

AND

ResolveBiz Services and Apps Private Limited, a company incorporated as per Indian Companies Act, 2013 (Hereinafter referred to as the “Data Processor” or “Resolve”)

Data Fiducary and Data Processor may be referred to as “Party” individually and “Parties” collectively in this DPA.

WHEREAS

  1. The Data Fiducary Controller is, for the purpose of this DPA, a data controller as provided under Section 2(i) of the DPDP Act 2023.
  2. The Data Fiducary wishes to obtain certain services from the Data Processor in light of which it will share certain information/data/material which shall require processing compliances with the DPDP Act by both Parties.
  3. Therefore, the Parties have agreed to enter into this DPA which contains the relevant DPDP Regulation clauses to be followed by the Parties who signed the Subscription Services with Resolve.

Therefore, In consideration of the mutual obligations set out in this DPA, the parties agree as follows:

This DPA details the roles of both Parties set forth in the DPDP Act.

This DPA is applicable for below Clauses

The Data Fiducary and Resolve, each warrant that they are and will continue to adhere to DPDP Act and shall perform their obligations under this DPA in accordance with the provisions of the DPDP Act from time to time in force.

The parties acknowledge that for the purposes of DPDP, that the Customer/Partner is the Data Controller for the Personal Data (Personal Data of Customer’s Employees or the Customer’s Customer or Contractor as applicable) and the performance of the services will require the processing of Personal Data by Resolve, for the Data Controller.

The parties acknowledge that for the purposes of DPDP Regulations:

Resolve’s Obligations
Appendix 1

This Appendix forms part of the DPA covering Information Security of the Platform and Operations. Description of the technical and organizational security measures implemented by Resolve, in accordance with Data Processing Agreement.

Resolve currently observes the security practices described in this Appendix 1. Notwithstanding any provision to the contrary otherwise agreed to by data controller, Resolve may modify or update these practices at its discretion provided that such modification and update does not result in a material degradation in the protection offered by these practices. All capitalized terms not otherwise defined herein shall have the meanings as set forth in the Agreement.

Access Control
Data Transfer Controls
Data Input
Availability Control
Audits and Certification

Resolve is in the process of being certified for ISO 27001:2013 and is preparing to be assessed in compliance with the controls stipulated in SOC 2 Type II.

Appendix 2
Definitions:
Exhibit 3
TECHNICAL AND ORGANISATIONAL SECURITY MEASURES

Resolve has established, and will maintain at a minimum, an information security management system that includes the following:

Secure Software Development
Data Security and Management
Encryption
Change Management
Configuration Management
Vulnerability Management
Security Logging and Monitoring
Business continuity and Disaster recovery
Incident Management
Third-Party Vendor Management
Exhibit 4
Specific terms of use for payment automation services

This document/agreement/understanding is a computer-generated electronic record published in terms of Rule 3 of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 (amended from time to time) read with Information Technology Act, 2000 (amended from time to time) and does not require any physical or digital signatures.