InReach Solutions' Terms of Service

2) Services

InReach Solutions’ fees for Services fall into three (3) categories:

1. Seats

2. Add-Ons

3. Professional Services

Current pricing for services can be found at https://inreachsolutions.com/pricing.

a) Seats

Clients select the number of Seats they wish to purchase and may enable Users to occupy Seats accordingly. Each enabled User occupies one (1) Seat. Seat pricing is based on the total number of Seats selected and is subject to a minimum purchase of five (5) Seats. 

SAM Leads can procure additional Seats by updating Seats or by accepting additional Service Fees for each additional Seat when enabling a new User exceeds Seats Available. Alternatively, additional fees may be declined and the procedure to enable another User will be discontinued. 

Clients on an annual contract, any increase in the number of Seats will be applied to future invoices for the remainder of the contract term. 

b) Add-Ons

Add-Ons are optional services that provide access to premium features, tools, or specialized configurations and are offered for an additional fee.

Add-On fees are billed monthly and apply only to the Add-Ons selected by the Client. Pricing and availability of Add-Ons are subject to change in accordance with these terms.

c) Professional Services

Client requests that require strategy, configuration, troubleshooting, or custom work performed inside your SAM site. Professional Services billing is governed by the classification and consent process described in Section 3. 

3) Support

InReach Solutions is committed to providing excellent client support. Guides and instructional videos on a variety of SAM topics are available for all users 24/7 at support.inreachsolutions.com. SAM Talks, an open office hour with SAM’s support team, are scheduled regularly for clients to ask questions and learn from their peers at no additional charge. Our schedule can be found online at inreachsolutions.com/events. 

When Clients want more assistance, we offer two types of support:

• General Support & Incident Management: Covers general usage questions and system incident reporting. These are available at no additional cost.

• Professional Services: Covers requests that require configuration, troubleshooting, training beyond what is described above, or custom work performed inside your SAM site. These services are billable and subject to the process described in this Section. 

See the Support Categories Summary (Section 3.c) for examples and billing info.

a) General Support & Incident Management

Included support falls into the following categories:

• General Support – Questions about using SAM that are not related to customization that has been made to your SAM Site.

• Diagnostic Review - up to fifteen (15) minutes of complimentary diagnostic review per Client request. During this time, InReach staff will assess whether the request qualifies as General Support, Incident Managment, or Professional Services.

• Incident Management – Responding to system issues such as downtime, errors, or potential software defects.

These are covered under your service agreement at no additional cost. InReach may provide workarounds for software defects while a permanent fix is in development. Resolution timelines are not guaranteed.

b) Professional Services 

Professional Services are billed work that involves setup, custom configuration, customization troubleshooting, or other technical solutions. 

Professional Services fall under four categories:

• Strategy, Project Planning & Custom Training – Strategy and planning to implement SAM to achieve Client’s stated goals, or custom training, which goes beyond what is described at the beginning of Section 3. 

• Customization & Troubleshooting - Form design, feature setup, and configuration support.

• Third-party Integrations - support connecting third-party systems with SAM.

• Data Services – Imports, exports, data cleanup, and other development services.

InReach Solutions support team records time for Professional Service requests and bills such requests in the month after service is rendered. Time is logged in 15-minute increments. 

An export of Your data may be requested by sending an email to support@inreachsolutions.com or submitting a support request. Data exports require four (4) hours to prepare backups, process, and distribute to Client and will be billed as four (4) Professional Service hours. The export will be supplied in a digital media format within 30 days from request. Additional exports will incur an additional Data Service fee.

Important Note on Customizations: Customizations made by or on behalf of the Client may interfere with future platform updates, system performance, or compatibility. In such cases, InReach reserves the right to recommend modifications, disable the customization, or require its removal. If assistance is needed to resolve the issue, related support will be billed as Professional Services.

Additional detail and examples are available in the Support Categories Summary (Section 3.c).

c) Support Categories Summary

To help clarify how support requests are evaluated and billed (Section 3.a and 3.b), the following categories are used by InReach Solutions when reviewing tickets. These categories are referenced throughout our support process and aligned with the billing terms outlined above. Examples of Support Categories for Client reference are available at inreachsolutions.com/support-descriptions.

d) Contact & Availability

InReach Solutions provides support during standard business hours: 9:00 AM to 5:00 PM Pacific Time, Monday through Friday. Support hours and availability are subject to change.

Support requests must be submitted through the ticketing system within SAM or by email to support@inreachsolutions.com. Requests submitted by other methods (e.g., direct calls, texts, or verbal requests, and emails not sent to support@inreachsolutions.com) may be delayed or disregarded.

Each support request is reviewed by our team after submission. InReach Solutions will make a good faith effort to notify the Client when a support request is determined to require Professional Services. 

InReach aims to resolve most requests within one business day, however some requests may take longer to diagnose and provide thoughtful solutions. Response time is not guaranteed unless otherwise stated in our Service Level Agreement.

e) Consent to Proceed for Professional Services

If a support request is determined to require Professional Services, InReach will make a good faith effort to notify the Client in writing and request approval before any billable time is logged. In some cases — including but not limited to time-sensitive issues, minimal estimated work, or repeated prior consent for similar requests — InReach may proceed and log billable time at its discretion. The Client will be notified of any such activity in accordance with the communication practices outlined in Section 3.

Clients are encouraged to respond within three (3) business days, stating the Client’s decision to proceed, cancel the request, or continue resolution efforts up to a stated "do not exceed" number of hours. If no response is received, InReach may, at its discretion, either close the request or proceed with the requested work when the scope is minimal, time-sensitive, or consistent with prior interactions.

By submitting a support request, Clients acknowledge that some requests may fall outside the scope of included support and may result in billable work, with or without prior written consent, depending on the circumstances.

f) Unsupported / Out of Scope Requests

We are unable to assist with issues that fall outside our scope of support. These issues include, but are not limited to:

• 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.

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

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

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

4) Billing & Payment

Service Fees are invoiced at the beginning of each month along with other services provided by InReach, except when Client selects to prepay annually. 

Clients may prepay for Service Fees prior to the commencement of an annual contract term based on the number of Seats selected, subject to a minimum purchase of five (5) Seats, and selected Add-Ons. If the Client increases its Seat count or Add-On selections during the contract term, the Client will receive notice and an invoice will be issued and due on receipt for the additional Services for the remainder of the contract term. Prepayments are applied as a credit against future usage charges and are non-refundable. Prepayment does not lock-in Service rates. Prepayment discounts do not apply to support time logged. 

Payments are due on receipt. If payments are not received within 30 days of billing, a 2% late fee will be assessed. The late fee will continue to accrue on the total invoice until paid. We reserve the right to disable or cancel Your access to Services for unpaid accounts. To enable a disabled system, missed payments must be made along with a $250 reinstatement fee.

InReach Solutions accepts payments via ACH, credit card, or check. Payments and fees are non-refundable except as otherwise expressly provided herein. If You settle your invoices via credit card, debit card, or other payment card (collectively, “Payment Card”), You hereby authorize InReach Solutions (or its designee) to automatically charge Your Payment Card in accordance with Your SAM Agreement. If Your payment is not successfully settled for any reason, You remain responsible for any amounts not remitted to InReach Solutions.

To view, update or change Your contact or billing information You may do so by sending a Support request or emailing us at support@inreachsolutions.com.

If a Professional Services request is submitted and consent is not provided within the required timeframe (as described in Section 3.e), InReach reserves the right to proceed with a solution or to close the request. If a request is closed, InReach may require You to resubmit the request to initiate further work. This ensures accurate tracking and avoids billing for outdated or inactive requests.

5) Modifications to Cost or Service

InReach Solutions reserves the right at any time to modify or discontinue any/all Services with or without notice. We aim to provide notice 30 days prior to price changes.

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

6) Cancellation / Termination

Service may be canceled at any time. To cancel service, send a support request through SAM’s ticketing system or email to support@inreachsolutions.com. 

At termination of Service, a Client may request an export of their data and documents. All Professional Service fees (Section 3.b.) must be paid in full in order for You to receive the export of data. If a billing dispute arises, InReach will work with the Client in good faith to resolve the matter, but reserves the right to delay final data export until resolution is reached. Thirty (30) days after canceling service, Your data and backups will be removed from Our servers and will no longer be available for export.

7) User Management & Security Settings 

a) User Management

SAM Leads are responsible for user management, including enabling Users, managing permissions, and disabling Users. InReach Solutions is not liable for Users that have access beyond a terminated working arrangement with the Client. User counts are determined by the number of users that have a login enabled to Your SAM site. InReach Solutions will not adjust User counts from a failure to manage User access.

b) Security

The designated SAM Lead is responsible for ensuring each User implements a strong password. User accounts are not meant to be shared between multiple people. InReach Solutions staff does not reset User passwords. Clients are responsible for all security settings for SAM, and must notify InReach Solutions within 48-hours of any known unauthorized User access.

Modifying Default Settings

InReach Solutions takes security seriously, and sets SAM’s default security settings accordingly. Designated SAM Leads are responsible for adopting the default security settings, or modifying those settings to align with the Client’s internal policy. These default setting modifications include, but are not limited to:

• Allowing Users to enable “Remember this device” for MFA

• Maintaining a password blacklist

• Changing the session auto logout time

• Enabling Cross submit on public forms

If any security settings are modified from the recommended defaults, You agree to indemnify and hold harmless InReach Solutions from and against any claims, liabilities, damages, judgments, awards, losses, costs, expenses, or fees (including reasonable attorneys’ fees) arising out of or relating to your modification of those default security settings.

8) Email Importing and Email Sending Use 

Email Sending and/or Email importing are features that can be enabled for your SAM site by a SAM Lead or other User. 

When enabled, SAM acts as an email client by connecting to your email provider using the credentials Users provide. All emails sent out are using your email provider. Email importing allows users to record communications that transpired between a User and a record in SAM. 

a) Restrictions on use, but are not limited to, the following: 

• Policies set by your email provider 

• Using the email functions to send out spam or unsolicited messages 

• Email sending features are not to be used as an email marketing solution 

• Emails should be limited to 20 at a time 

Using SAM outside of the intended features may also violate your email provider’s Terms of Service. If you are unsure about what is allowed under your email provider, contact them for more information.

b) Prohibited Use 

You may use Services only for lawful purposes and in accordance with these Terms. You agree not to publish content or engage in activity that is illegal under applicable law, that is harmful to others, or that would subject InReach Solutions to liability. You agree not to use our Services:

• In any way that violates any applicable federal, state, local, or international law or regulation (including, without limitation, any laws regarding the export of data or software to and from the US or other countries).

• For the purpose of exploiting, harming, or attempting to exploit or harm minors in any way by exposing them to inappropriate content, asking for personally identifiable information, or otherwise.

• In any manner that could disable, overburden, damage, or impair the Service or interfere with any other party’s use of the Service, including their ability to engage in real time activities through the Service.

Additionally, you agree not to:

• Use any robot, spider, or other automatic device, process, or means to access SAM for any purpose, including monitoring or copying any of the data on SAM.

• Use any device, software, or routine that interferes with the proper working of the Service.

• Introduce any viruses, Trojan horses, worms, logic bombs, or other material that is malicious or technologically harmful.

• Attempt to gain unauthorized access to, interfere with, damage, or disrupt any parts of the Service, the servers on which SAM is stored, or any server, computer, or database connected to the Service.

• Engage in phishing or identity theft activities.

• Distribute pornography or adult-related content, or offer any adult escort services.

• Infringe on the intellectual property or proprietary rights of others.

You may only use the Service for its intended use. Any other use that is not defined here may result in your Services being revoked.

9) 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 as described in these Terms of Service.

InReach Solutions acts only as a processor of personal information, and does not directly collect, transfer, or control the personal information of Users, End Users, or Your Records.

Credit card and financial bank account numbers cannot be added to SAM as custom field(s). InReach Solutions is not a payment processor and the use of SAM does not require such data collection. Failure to comply with this requirement may result in termination of Your SAM site. 

For more information about how InReach Solutions uses and discloses Your information, please see our Privacy Policy. Please note that the InReach Solutions Privacy Policy only covers personal information as defined in the Privacy Policy. The Client’s Privacy Policy controls with respect to End User personal information and any information entered by the Client into their SAM site. Entry of End User personal information in any manner or for any purpose other than as authorized by the Privacy Policy is a violation of these Terms of Service.

InReach Solutions cannot and will not accept liability for the loss of client 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 as required by law.

Sending support requests that include personal information of End Users is a violation of these Terms of Service. 

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.

10) Ownership

Any data entered into Your SAM Site is Your property and Your confidential information, and neither Our company, employees or others contracted by Us will modify or distribute Your data without Your consent. At times Our staff may need to enter Your SAM 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 and is the intellectual property of 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 Site is prohibited.

If You ask Us to develop specific features or other improvements to SAM, or offer suggestions about how to improve the SAM Site, 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 You or Your Users relating to the SAM software.

11) HIPAA

Some of the information recorded, posted, or otherwise communicated could be considered Protected Health Information as defined by the Health Insurance Portability and Accountability Act of 1996 (“HIPAA”). InReach Solutions is a business associate and follows guidelines set by HIPAA. InReach Solutions is focused on maintaining the privacy and confidentiality of a Protected Health Information that may be entered into SAM Sites during the provision of Services, but You are solely responsible for determining whether the Services are appropriate for Your needs.

12) Terms of Service

You may use Your SAM account only for case management purposes on behalf of the Client organization, and not 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, or that the Service will be uninterrupted, timely, secure or error-free. InReach Solutions cannot warrant that results that may be obtained from the use 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.

Our sole and entire maximum liability, for any reason, and Your sole and exclusive remedy for any cause whatsoever, shall be limited to the actual amount paid for Services received in the prior month.

In the event of a dispute of these Terms of Service, both parties agree to endeavor to settle the dispute amicably through mutual consultation. If an agreement cannot be reached within thirty (30) 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 these Terms of Service when prevented by circumstances out of their control, except payments due for the provision of the Services.

YOU AGREE TO INDEMNIFY, DEFEND, AND HOLD INREACH SOLUTIONS, LLC AND ITS RESPECTIVE OFFICERS, DIRECTORS, EMPLOYEES, MEMBERS, SHAREHOLDERS, OR REPRESENTATIVES (AND ALL SUCCESSORS AND ASSIGNS OF ANY OF THE FOREGOING), HARMLESS FROM AND AGAINST ANY CLAIM OR DEMAND, INCLUDING WITHOUT LIMITATION, REASONABLE ATTORNEYS’ FEES AND DISBURSEMENTS, MADE BY ANY THIRD PARTY IN CONNECTION WITH OR ARISING OUT OF YOUR USE OF THE SERVICES, YOUR CONNECTION TO THE SERVICES, YOUR VIOLATION OF THE TERMS OR SERVICE OR INREACH SOLUTIONS, LLC’S PRIVACY POLICY, YOUR VIOLATION OF AN APPLICABLE LAW, YOUR SUBMISSION, POSTING, OR TRANSMISSION OF USER CONTENT TO THE SERVICES, AND/OR YOUR VIOLATION OF ANY RIGHTS OF ANOTHER. WE RESERVE THE RIGHT, AT OUR OWN EXPENSE, TO ASSUME THE EXCLUSIVE DEFENSE AND CONTROL OF SUCH DISPUTES, AND IN ANY EVENT, YOU WILL COOPERATE WITH US IN ASSERTING ANY AVAILABLE DEFENSES.

InReach Solutions reserves the right to amend these Terms, to introduce policies which supplement these Terms, and to clarify the meaning of these terms at any time without notice, which will be provided electronically. Any new features that augment or enhance the current Service or the release of new tools are subject to these Terms of Service. The failure of InReach Solutions to exercise or enforce any right or provision of these Terms of Service will not constitute a waiver of such right or provision. The terms of these Terms of Service also apply to future contracts for additional Services procured from InReach Solutions unless otherwise stated. If You do not agree to such an amendment to these Terms, Your sole recourse will be to cancel Your subscription.

Violation of any terms may result in the suspension or termination of Your SAM Site or Services at InReach Solution’s sole discretion. Please see the section titled “Cancellation/Termination” for Your rights and obligations upon termination for any reason.

13) Acceptance of Terms

By using or accessing the Services, You are agreeing to these Terms. You must agree with all of the terms applying to Your use of our Services as amended from time to time by InReach Solutions.