InReach Solutions' Terms of Service

Software Agreement

By using SAM or any products or services by InReach Solutions, you are agreeing to the following terms and conditions. 

1 ) Definitions

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

“You”, "Your", “Client”, means the person or agency that is party to a SAM Agreement to use SAM or other services of InReach Solutions.

"User" means the member of a Client organization that has purchased a subscription to access SAM for case management purposes, and who has been granted access to SAM by the Client.

“SAM Agreement” means that particular SAM Proposal & Agreement that has been delivered to and executed by an authorized representative of the Client, further specifying the Services that Client is agreeing to purchase from InReach Solutions.

"SAM Admin" or "SAM Administrators" means the User with Full Admin permissions.

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

“SAM”, “SAM service”, "SAM System" or "SAM Site" is the software application owned by InReach Solutions which is hosted by InReach Solutions and makes available certain of the Services.

2) Fees

We have a tiered fee schedule for SAM Services based on the number of Users with active logins during a given month, plus the number of dedicated SAM administrators (“SAM Admins”) to Your site (such customary fees the “Fee Schedule”). We collect usage information daily, and calculate your monthly usage fee based on the number of Users with login access on the final day of each month.

a) Fee Schedule

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The fee tier for Your organization, along with any additional Services, will be set out in Your SAM Agreement.

3) Professional Services

a) Support

  1. InReach Solutions is committed to providing excellent customer service. Support is available from 9am – 5pm Pacific by clicking the Support link or by email to support@inreachsolutions.com. Phone support may be requested by submitting a support ticket within Your SAM Site. Hours are subject to change.

  2. Support requests must be made using the ticket system within the SAM site. Support requests made by any other method may be disregarded and will result in slow or no response.

  3. Support level (free or paid) is determined by InReach Solutions staff. When a support ticket has been received and reviewed by InReach Solutions staff, You will be advised of the support level required to resolve your support request. Billed support for projects is logged daily and billed at the end of the month. Time is logged as a 15-minute minimum and thereafter in 5-minute intervals. 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.

  4. SAM may be customized for Your needs. However, be aware that customizations made or requested by You may cause unexpected behavior and/or interfere with future updates. In these cases, Our staff may require that the customization be removed or can assist You with removal/repair at the support rate. 

b) 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.

  4. The rate for paid support is $95/hour, subject to change on 30 days’ notice. 

c) Free Support includes, but is not limited to:

  1. Email Support tickets that do not require our staff to login to your SAM site, such as answers to general “how to” questions, simple customizations and consultation on how to best organize your system.

  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 software 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.

d) 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:

  1. 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.

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

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

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

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

e) Training

  1. Onboarding: SAM Lead Training, $3,000 for 6 two-hour one-on-one sessions for onboarding SAM Lead training includes utilization planning, assistance with implementation, and minor or cosmetic customization.

  2. Ongoing training:

    1. Remote: Strategy or training sessions for SAM may be offered via web conference. These sessions are limited to 2 hours and will be billed at the regular support rate.

    2. Onsite: Onsite training by InReach Solutions staff is available at $2,000 for the first day and $1,800 each subsequent day. Reasonable travel expenses will also be added to the final cost for this service, as determined by InReach Solutions. Each onsite training day is limited to 8 hours.

f) 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. Fifty percent (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.

g) Data Migration

Data migration work is billed at $150/hour or quoted per project. 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.


4) Billing & Payment

Fees are billed monthly in arrears, including additional Services or Support received during the billing cycle.

Payments are due on receipt of invoice. If payments are not received within 30 days of the due date, we reserve the right to suspend or cancel your access to Services. To enable a disabled system, missed payments must be made along with a $200 reinstatement fee.

InReach Solutions will accept prepayment for anticipated usage at a discounted rate. Prepayments are applied as a credit against future usage charges and are non-refundable. Prepayment does not lock-in usage rates and InReach Solutions reserves the right to change usage rates providing 30 days advance written notice. The credit received for prepayment is calculated based on the prior month's usage charges. For new customers, an estimate of anticipated monthly usage will be calculated by InReach Solutions.

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.

Any late payments shall be subject to a service charge equal to 1.5% per month of the amount due or the maximum amount allowed by law, whichever is less (plus the costs of collection). InReach Solutions may terminate your subscription if you fail to promptly pay any outstanding fees.

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. Notice will be given of at least 60 days prior to any price and/or services 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 or email to support@inreachsolutions.com. Backups will be stored for six months. A final invoice reflecting your last month’s usage will be sent and must be paid in full.

An export of Your data may be requested via a Support request and will be supplied within 30 days from request. A fee of $300 will be due prior to receipt of export, and all Service costs must be paid in full in order for You to receive Your export.

7) 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 these Terms of Service and Your SAM 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 User. SAM accounts are not meant to be shared between staff members. InReach Solutions staff does not reset Your user passwords, unless the User is a SAM 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 sending a Support request or emailing us at support@inreachsolutions.com. 

8) Ownership

Any data entered into Your SAM System is Your property 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 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 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 You or Your Users relating to the SAM software.

9) 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 not a covered entity, but SAM is designed with HIPAA in mind.  InReach Solutions is focused on maintaining the privacy and confidentiality of a Protected Health Information that may be post to SAM Sites during the provision of Services, but You are solely responsible for determining whether the Services are appropriate for your needs.

10) Terms of Service

You may use Your SAM account only for case management purposes on behalf of the subscribing 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.

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 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 these Terms of Service when prevented by circumstances out of their control, except payments due for the provision of the Services.

InReach Solutions reserves the right to update or change these Terms of Service without notice. 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.

Violation of any terms may result in the suspension or termination of Your SAM Site or Services.

11) 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. We reserve the right to amend these Terms, to introduce policies which supplement these Terms, and to clarify the meaning of these terms at any time on 30 days prior notice, which will be provided electronically. If you do not agree to such amendment to these Terms, Your sole recourse will be to cancel Your subscription.