InReach Solutions' Terms of Service

These terms are for clients using InReach Solutions' hosted SAM service.

Software Agreement

By using SAM or any products or services by InReach Solutions, you are agreeing to the following terms and conditions. It is important that you are familiar with all of the terms applying to your use of our services.

Definitions

“We”, "our", “InReach”, or “InReach Solutions” means InReach Solutions, LLC.

“You”, "your", “client” means the person or agency and employees using SAM or other services of InReach Solutions.

“Services” means all products or services provided by InReach Solutions.

“SAM”, “SAM service”, or "SAM Site" is the software application owned by InReach Solutions and included services.

Included Services

SAM System

Access to a private SAM system including the modules agreed to in your billing contract.

24/7 Secure Hosting

Your SAM system is hosted through Cogeco.  Cogeco provides 24x7x365 security and network monitoring. InReach Solutions may at any time change the service providers with whom we partner with.

Data Backup

All data will be backed up nightly on to AWS, an online backup service provider, in encrypted format. Backup services are provided by AWS s3 with AES encryption.

SSL Certificate for Secured Data Transmission

SAM includes the setup and maintenance of an SSL Certificate on the domain .mysamdb.com which allows your data to be encrypted when being transmitted between the server and the client.

Software Upgrades

Your system receives the latest SAM version updates when available.

20 GB Photos & Document Storage

SAM includes 20GB of storage space in your system. When this limit is nearing, we will provide you with notification. To procure additional storage space, we charge a monthly fee of  $10 for 50 GB total or $20 for 100 GB total. If you opt to not pay for the additional storage and you are over the initial limit, you will not be able to upload additional documents.

Payment

SAM service costs are billed prior to use and dependent on your selected payment schedule. An invoice may be sent out via email 15 days before the due date. It is your responsibility to pay your regularly scheduled SAM service cost even if InReach Solutions fails to send an invoice. You are responsible for the full month’s service cost regardless of use.

To setup a new SAM site, payment of 1st month's service cost must be received.

Payments are due on the 1st of each month and are provided a 15 day grace period before assessing a late payment fee. Payments received after the 15th of the month will be assessed a 5% late payment fee on the total amount due of the most current overdue invoice. InReach Solutions may discontinue additional support or other services for accounts that are 45 days overdue. Accounts 60 days overdue will be disabled. To re-enable a disabled system, all missed payments and late payment fees must be made along with a $200 penalty and the next month’s service cost.

InReach Solutions accepts payments via credit card or check. Payments and fees are non refundable.

Pre-Pay Options

  • Quarterly: save 2% off 3 months

  • Bi-annually: save 4% off 6 months

  • Annually: save 6% off 12 months

InReach Solutions reserves the right to discontinue pre-pay offerings at any time. Pre-Pay discount may be forfeited if payments are made after the 15 day grace period.

Modifications to Cost or Service

Although we strive to notify our clients about any changes to their service with sufficient notice, InReach Solutions reserves the right at any time to modify or discontinue any/all services with or without notice.

Prices will be reviewed every six months and adjusted accordingly. Notice will be given of at least 30 days prior to any price changes. Your SAM service cost will remain stable for two (2) years from the initial setup date, after which this cost may be raised, but not by more than 10% annually.

Updates and upgrades to SAM or other services of InReach Solutions are made at the discretion of InReach Solutions.

Cancellation / Termination

Service may be canceled at any time. To cancel service, send a request via email to support@inreachsolutions.com. Upon cancellation of your SAM service, payment is to be made up to the end of the billing period you are in, no refunds will be given. Canceled accounts data will be stored in a secure environment for 6 months. This data can be deleted or supplied within this time frame upon request. Support time applies to exporting data, and your account must not have any outstanding balance owed.

You can export your data, except photos and documents, to CSV files. Not all fields can be exported, due to the nature of special fields. A full export of all your photos and documents can be requested.

Support

InReach Solutions is committed to providing excellent customer service and we aim to answer most support issues within five (5) days, however, we make no guarantee on the period of time before support is provided.

Support is available from 9am – 5pm Pacific via email. Hours are subject to change. Phone support must be scheduled in advance - you may request phone support by submitting a support ticket within your SAM site.

SAM may be customized for your needs. However, be aware that customizations made or requested by you or your team may cause unexpected behavior and / or interfere with future updates. In these cases, our staff may request that the customization be removed, or can assist you with removal / repair at our support rate.

Support level (free or paid) is determined by InReach Solutions staff. Support time will be logged once your SAM Site has been received. All time is logged and applied to support credits or billed at the end of the month. Time is logged as a 15-minute minimum and 5-minute intervals. Support fees are subject to change.

Current Support Fees:

$95/hour

PAK 20hrs $1700

PARTNER 40hrs $3200

Paid Support includes, but is not limited to:

  1. Requested customization of your SAM system, such as the creation, modification, restoration or removal of records, documents, fields, reports, forms, or templates.

  2. Troubleshooting and / or repair of issues not caused by software defects.

  3. Consultation and strategy regarding your SAM setup.

Free Support includes, but is not limited to:

  1. Support tickets that do not require our staff to login to your SAM site, such as answers to general “how to” questions.

  2. Support tickets our team determines to be caused by software defects. Our team will provide a workaround whenever possible until a permanent fix is available. Due to the complex nature of development, we cannot guarantee a timeline for if or when a bug will be resolved.

  3. Guides and instructional videos on a variety of SAM topics are available for all users 24/7 at support.inreachsolutions.com.

Support Scope:

Our team is happy to provide assistance with InReach Solutions products. However, we are unable to assist with issues that fall outside our scope of support. These issues include, but are not limited to:t

  • Modifications to or requests for HTML, CSS, or other custom code, unless the code is part of a custom development project agreed to and signed by both parties.

  • Troubleshooting or repair of any third party or added code.

  • Recommending, assessing or troubleshooting third-party applications or software such as email providers, web browser plugins / add-ons.

  • Troubleshooting or repair of assets not created with InReach Solutions products.

  • Use of InReach Solutions products in illegal and unauthorized ways.

Training

Training is primarily handled via web conference at the current support rate. Training sessions are limited to 2 hours.

Onsite training is available at $1,800 for the first day and $1,500 each subsequent day. Reasonable travel expenses will also be included in the final cost for this service, which is determined by InReach Solutions. Each onsite training day is limited to 8 hours.

Custom Development

Custom Development requests must be approved by both parties in writing in the form of a separate Custom Development Agreement specific to the project. Custom development work is billed at $150/hour or quoted per project. Project quotes are for estimation purposes only. 50% of the quoted project cost is due upfront with the remaining payment due upon completion, unless an alternative payment schedule is printed and agreed to in the Custom Development Agreement.

 

Data Migration

Data Migration work is billed in the month after time is logged. Once a migration has been completed, the client will be provided with instructions via email to review and approve the migration. After ten (10) business days have passed the migration is considered approved even if the approval form has not been returned by the client. If after the ten (10) day approval window, the client requests migration changes or data cleanup, the work will be conducted at the service level determined by InReach Solutions staff.

Privacy and Data Management

InReach Solutions will at all times be committed to ensuring the privacy of information. Any information submitted by you will only be used in the manner intended or by the terms of this agreement.

InReach Solutions cannot and will not accept liability for the loss of customer data through general use, hacking or server failure. In the event that we discover a data breach, we will notify the main contact on record of all affected client organizations immediately. It is the client’s responsibility to ensure strong passwords are used for each SAM user and that SAM accounts are never shared between staff members. InReach Solutions staff does not reset your user’s passwords, unless the user is a Full Admin and we can verify their identity.

InReach Solutions will aim to provide a service availability of 99%, however, in the event of outage or server access issue, InReach Solutions will not and cannot be held liable for data loss, but will act immediately to restore your server access.

To view, update or change your contact or billing information you may do so by emailing us at support@inreachsolutions.com or accounting@inreachsolutions.com. InReach Solutions will respond to your correction or update request within at most 30 days from the date of your request.

Ownership:

Any data entered into your SAM system is your property and neither our company, employees or others contracted by us will ever analyze, modify or distribute your data without your consent. At times our staff may need to enter your site to complete support requests, conduct routine maintenance, upgrades, and / or inspection.

Any and all code, including the look and feel of SAM is owned by InReach Solutions. You may not duplicate, copy or reuse any portion of the HTML, CSS, visual design elements or code without written consent from InReach Solutions. Redistribution of your SAM system is prohibited.

If you ask us to develop specific features or other improvements to the SAM software, or offer suggestions about how to improve the SAM system, you agree that the results of that work will be wholly owned by InReach Solutions.  To the extent that you can’t assign the rights to us, you hereby grant InReach Solutions a royalty-free, worldwide, transferable, sub-licensable, irrevocable, perpetual license to use or incorporate any suggestions, features, improvements, recommendations or other feedback provided by your or your users relating to the SAM software.

 

Terms of Service

You may not use your account for any illegal or unauthorized purpose.

Your use of our services is at your sole risk. The service is provided on an “as is” and “as available” basis. InReach Solutions cannot warrant that the service will meet all of your specific requirements, that service will be uninterrupted, timely, secure or error-free. InReach Solutions cannot warrant the results that may be obtained from the user of the service will be accurate or reliable.

You expressly understand and agree that InReach Solutions shall not be liable for any direct, indirect, incidental, special, consequential or exemplary damages including but not limited to damages for loss of profits, goodwill, use, data or other intangible losses, even if InReach Solutions has been advised of the possibility of such damages, resulting from any matter relating to the services provided.

In the event of a dispute of this contract, both parties agree to endeavor to settle the dispute amicably through mutual consultation. If an agreement cannot be reached within ten (10) business days, either party may seek binding arbitration in InReach Solutions, LLC’s current registered state through the American Arbitration Association. A decision of the arbitrator shall be final and binding on the parties and may be entered and enforced in any court of competent jurisdiction by either party. Each party in any arbitration shall pay their own attorneys’ fees, and all other expenses incurred directly or indirectly in connection with the proceedings.

Both parties agree not hold each other responsible for failure to fulfill the terms of this contract when prevented by circumstances out of their control, except the Payment Schedule.

InReach Solutions reserves the right to update or change this agreement without notice. Any new features that augment or enhance the current service or the release of new tools are subject to this agreement. The failure of InReach Solutions to exercise or enforce any right or provision of this agreement will not constitute a waiver of such right or provision.

The terms of this contract also apply to future contracts for additional modules and services procured from InReach Solutions unless otherwise stated.

Violation of any terms may result in the suspension or termination of your SAM or other services.

Acceptance of Terms

By accessing and using SAM or other InReach Solutions products and services, you consent to our Terms of Service and practices detailed in it.