LAST UPDATED JANUARY 1, 2021. Standard Terms of Service

These Standard Terms of Service (the “Terms”) govern the provision by, Inc. (the “Company”) of subscription licenses to access and use the SaaS services and all other services provided by Company, including any managed services and  professional services (“Pro Services”), (collectively, the “Services”) described in each Order Form or other ordering document (the “Order Form”) to its customer (the “Customer”).  These Terms and the related Order Form shall collectively be referred to herein as the “Agreement.


1.1 Service Term.  The Agreement is a subscription licenses to access and use, and not a contract for the sale of, the Services. The duration of the Services (the “Service Term” or “Subscription Term”) shall be set forth in the Order Form.

1.2 Proprietary Rights. All intellectual property rights in and to the Services and any modifications and improvements made thereto and to any user documentation are owned exclusively by Company, including, but not limited to, all patents, copyrights, trade secrets, and trademarks.

1.3 License Grant.  Upon Company’s acceptance of Customer’s Order Form and for the duration of the Services Term defined in the Order Form, Customer shall have a nonexclusive, non-assignable (except as set forth in Section 10.7 below), royalty free, worldwide limited right to access and use the Services solely for its internal business operations subject to the terms of the Agreement.  Customer may allow its employees to use the Services for this purpose and Customer shall be responsible for its employees’ compliance with the Agreement.

1.4 License Restrictions.  The licenses granted to Customer in this Agreement do not include any right to: (a) damage, disable, or impair the Services or the network(s) connected thereto; (b) copy a Service or any part, feature, function or user interface thereof; (c)  modify, reroute, create derivative works of, derive the source code of, reverse engineer, disassemble or tamper with Services, or attempt to do any of the foregoing; (d) permit direct or indirect access to or use of any Services by a third party, (e) take any action that imposes an unreasonably or disproportionately large burden on Company’s infrastructure; (f) violate any local, state, federal or other applicable consumer privacy regulations or applicable law or violate the rights of any third party (including, without limitation, rights of privacy or proprietary rights); (g) disable or circumvent any security features of the Company’s products or Services; or (h) cause or permit any third party to do any of the foregoing.  

1.5 Reservation of Rights.  All rights to the Services not expressly granted to Customer in this Agreement are reserved to Company. No additional rights whatsoever (including, without limitation, any implied licenses) are granted to Customer by implication, estoppel or otherwise.  Customer shall not, by virtue of this Agreement or otherwise, acquire any ownership interest or any rights in the Services, any Company trademarks or service marks, or any other Company technology, software (including third party technology and software) or intellectual property, except for the limited use and access rights described herein.


2.1 Fees. Customer agrees to pay all fees specified in the Order Form. Unless otherwise provided in Order Form, the full annual fee for the Services shall be invoiced upon execution of the Agreement. Payment of all invoices shall be within thirty (30) days of invoice date.  The Services are non-cancellable and non-refundable. Customer, however, may transfer the use of a subscription license between different locations or end users. Additional subscription licenses may be purchased during the term of this Agreement at the prices set forth in the Order Form.

2.2 Taxes, Late Fees and Penalties.  Customer shall be responsible for paying any applicable taxes related to this Agreement.  If any payment is not received by its due date, Customer shall be assessed interest on the overdue amount at the rate of 1.0% of the outstanding balance per month, or the maximum rate permitted by law, whichever is lower, from the date such payment was due until the date paid.       

   2.3 Suspension of Service and Acceleration. If any amount owed by Customer under this Agreement is thirty (30) or more days overdue, the Company may, without limiting other rights and remedies, accelerate Customer’s unpaid fee obligations under this Agreement so that all such obligations become immediately due and payable, and may suspend Services until all such amounts are paid in full. Company will provide at least ten (10) days’ prior notice that Customer’s account is overdue before suspending Services.

     2.4 Future Functionality. Customer agrees that its purchases are not contingent on the delivery of any new future functionality or new features, or dependent on any oral or written public comments made by Company regarding future functionality or new features unless this is expressly stated in the Order Form and the promised future functionality and/or features are described therein.


3.1 Company. The Company represents and warrants that: (a) the Services will be provided in a professional and workmanlike manner; (b) the Services as delivered to Customer will materially conform to the product descriptions and any specifications set forth in the applicable Order Form; and (c) the Services do not infringe upon the intellectual property rights of any third party.

3.2 Customer. Customer represents and warrants that: (a) all information it provides to Company to perform the Services is accurate; (b) Customer is authorized to provide Company with the customer, patient or end-user information and/or other personal data that it provides in connection with the Services; (c) the Company’s possession and/or use of such customer, patient or end-user personal data will not violate any contract, statute, or regulation; and (d) Customer and persons acting on its behalf, including Company, are authorized and have consent to make or send communications (including emails, SMS and MMS messages) to customers, patients or other end-users at any telephone number, email address, physical address, or other contact source provided by Customer.

3.3   Customer Cooperation.  Customer will provide reasonable, diligent and good faith cooperation to Company in order to deploy and perform the Services.  Such cooperation shall include, but not be limited to: (a) allocating sufficient resources and timely performing any tasks reasonably necessary to enable Company to perform its obligations under the Agreement; (b) timely delivering data, review, social and listing site credentials (where required), business listings location data and other required materials; and (c) timely responding to Company’s reasonable requests for other such information or assistance as required to perform the Services.   

3.4 Google Seller Ratings Disclaimer.  If Customer is purchasing any Google Seller Rating Service, then this disclaimer applies.  Customer understands that the achievement of Seller Ratings on Google is entirely dependent upon the receipt by Google of a required number of brand and/or location level reviews during a twelve month period that meet a minimum star rating threshold (subject to change at any time by at discretion of Google, but currently 100 reviews received within the prior 12 months with a composite rating of at least 3.5 stars). Company cannot warrant or promise that such thresholds can be met and/or that Seller Ratings will be achieved for any specific domain.

3.5 Product Modifications. The Company continues to innovate and develop its Services and reserves the right from time-to-time to make modifications to the Services and/or to particular components of the Services in order to improve the Services and/or to address changes made by third party sites within the review, social and listings ecosystem, including, but not limited to, making changes to the particular third party review, social and/or listing sites that the Services monitor and/or manage and that are included within the Services.  The Company does not warrant or promise that any specific third party review, social media and/or business-listing site will be included within the scope of the Services. Company will use commercially reasonable efforts to notify Customer of any material modifications to its Services.

3.6 Disclaimers. To the maximum extent permitted by law and except for the express warranties in this section, the Services are provided “as is” and the Company specifically disclaims any and all warranties of any kind with respect to the subject matter of this agreement, whether express, implied, or statutory, including without limitation warranties of quality, performance, merchantability or fitness for a particular purpose.  Company does not warrant that the Services will meet Customer’s needs or be free from errors. The parties further acknowledge that the third party review and listings sites and systems each have processing times and internal verification procedures that may impact how quickly some information is updated (.e.g., Apple can take up to several weeks to verify data and update listings) and that delays may occur to updates on updates to third party sites due to the internal operational processes, errors and bugs of those sites.



4.2 Limitation on Amount of Damages. The Company’s maximum liability arising out of or in any way connected to this Agreement shall not exceed the fees paid by Customer pursuant to this Agreement during the twelve (12) months preceding the claim. 


5.1 Term of Engagement, Renewals and Price Adjustments. The Term of the Agreement shall be stated in the Order Form (the “Initial Term”).  Unless otherwise stated in the Order Form, at the end of each term, the Agreement shall automatically renew for successive terms equal in duration to the Initial Term (each a “Renewal Term”) unless either party provides written notice to the other party of its election to terminate the Agreement at least thirty (30) days prior to the end of the then-current term.  After the Initial Term, the fee for the Services purchased shall be subject to an annual increase at a rate of seven (7%) percent per annum to be calculated at the time of renewal. 

5.2 Termination for Breach. Either party may terminate this Agreement at any time upon written notice to the other if the other:  (a) is in material breach of this Agreement and the breaching party fails to remedy the breach within thirty (30) days after receiving written notice identifying the material breach to be cured; or (b) is subject to an order or a resolution for its liquidation, administration, winding-up or dissolution (otherwise than for the purposes of a reconstruction), or has an administrative or other receiver, trustee, liquidator, administrator or similar officer appointed over all or any substantial part of its assets.

5.3 Effect of Termination. Upon termination: (a) all rights granted to Customer under this Agreement, including Customer’s license to use the Services, shall immediately cease; (b) the Company shall stop performing all Services; (c) Customer shall immediately pay any fees due through the date of termination and (d) each party, shall immediately, upon receipt of a written request from the other party, destroy or return all Confidential Information. Sections 4 through 10 of this Agreement shall survive any termination or expiration of this Agreement.


6.1 Definition of Confidential Information. As used herein, Confidential Information (“CI”) means all confidential 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 as confidential given the nature of the information and the circumstances of disclosure.  CI shall include, without limitation, technical product information, product designs, techniques, methods, or strategies used in connection with the Services, user names, passwords and other log-in information, Company pricing information, the specific terms of this Agreement, and all End Customer Personal Data. “End Customer Personal Data” means any personal information / personal data of Customer’s end customers or patients and/or Customer’s employees (if the services are used to survey employees)  that is provided by Customer in the course of performing the Services.  As between Company and Customer, all End Customer Personal Data is and shall remain the property of Customer.  Customer grants Company a non-exclusive, worldwide, royalty-free license to process, reproduce, display, copy, communicate, and otherwise use the End Customer Personal Data solely to the extent necessary to perform its obligations under the Agreement. Company:  (i) shall not retain or use End Customer Personal Data other than as needed to perform the Services, and (ii) shall not sell, lease, or otherwise disclose such End Customer Personal Data except to service providers needed to render the Services. CI shall not include any information that: (i) is or becomes generally known to the public without breach of any 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 owed 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.

6.2 Protection of Confidential Information.   The parties each agree to collect, store, and use all CI provided to it or obtained by it as a result of this Agreement, in a manner that: (i) protects the security, confidentiality and integrity of the CI; (ii) ensures against reasonably anticipated threats or hazards to the security or integrity of the CI; and (iii) protects against unauthorized access to or use of the CI that could result in harm or inconvenience to the other party.  Each party shall use at least the same degree of care in protecting the CI as the party uses to protect its own CI of like kind (but in no event less than reasonable care).  The parties agree that CI shall not be used for any purpose outside the scope of this Agreement and that neither party shall disclose any CI to any third party without the other party’s prior written consent other than to: (i) its legal counsel and accountants; (ii) to potential investors, lenders, purchasers of either party’s business, or underwriters in connection with their due diligence in future financings, acquisitions mergers or public offerings of either party; or (iii) as required by law.

6.3 Privacy.   Customer should carefully read the Company’s privacy policy located at (“Privacy Policy”) as it is hereby incorporated into this Agreement by reference, and governs Company’s treatment of Personal Data (as defined in the Privacy Policy), including Customer Data, that Customer submits to Company or that Company collects in connection with providing the Services. Customer acknowledges and understands that the Privacy Policy may be amended from time to time at the Company’s discretion. The Company has provided a Data Protection Tool in its reputation management Platform to enable Customer to search for, access, copy and/or permanently delete End Customer Personal Data that resides within the Company’s reputation management platform and related modules as required in order to respond to consumer and/or data subject data protection requests under the data privacy regulations such as the California Consumer Privacy Act (“CCP
A”) and/or the General Data Protection Regulations (“GDPR”).  This product feature will be made available to Customer’s authorized users that require access to the tool in order to respond to Data Protection Requests or otherwise manage personal data in the Platform.

6.4 Publicity. Customer hereby acknowledges and agrees that Company may use Customer’s name and logo for the purposes of identifying Customer as a Company customer.   

6.5 HIPAA.  If Customer is a Covered Entity, then the terms of the Business Associate Addendum at shall be incorporated into this Agreement as if expressly set forth herein.  As part of the Services, Company may send emails or texts to patients of a Covered Entity to request reviews or to seek responses to surveys.  Covered Entity shall take all required steps to ensure that the recipients of emails or texts have consented to receive such communications that may contain PHI from Covered Entity at the email addresses or phone numbers provided. 


7.1 Provisioning. Tenant provisioning is included as part of your subscription. Provisioning includes enabling all licensed products purchased in the Order Form.

7.2 Basic Training. The Company will provide basic product training to the Customer to enable them to use the purchased Services.  The training will be provided via Reputation Help Center (, a cloud-based resource for training videos and frequently asked questions. All training material will be available in English.  Supplemental or enhanced training may be purchased separately.

7.3 Maintenance.  The Company shall maintain the SaaS reputation management platform and related modules (the “Platform”) as necessary to ensure the proper delivery of the Services.  All licenses include bug fixes, patches and new version releases.

  7.4       Platform Uptime.  The Platform will be available to customer at least 99.9% of the time calculated on a monthly basis, excluding Scheduled Downtime. “Scheduled Downtime” means the downtime required by for upgrading or maintaining the Platform, provided that such scheduled downtime shall be performed after business hours (after 6:00 p.m. weekdays PST), in a manner designed to minimize service interruption and shall not take longer than four (4) hours per month.  In most cases, scheduled maintenance and upgrades are seamless and will not disrupt service.  For major releases and upgrades, there may be short periods of downtime.  The Company will provide at least 24 hours’ notice of Schedule Downtime via in-platform notifications.   

7.5 Technical Support. Technical Support is available by email via  Technical Support hours are from 6:00 a.m. and 6:00 p.m. Mountain Standard Time Monday through Friday, except for National holidays.  All emails to technical support will be responded to within eight (8) business hours during support hours.


8.1 Professional Services and Work for Hire. The Company does not provide any custom deliverables or services under this Agreement or any Professional Services agreement that would qualify as a work for hire. 

8.2 Performance. The Company represents and warrants that any professional services will be provided in a professional and workmanlike manner consistent with the standards in the industry for similar services.  All professional services will be performed remotely from the Company offices unless otherwise specified in writing in an Order Form.

9. ARBITRATION, FORUM AND GOVERNING LAW.  Any claim, dispute or controversy of whatever nature (“Claim”) arising out of or relating to this Agreement shall be resolved by binding arbitration. The arbitration shall be conducted by a single arbitrator selected from and administered by the San Francisco, California office of JAMS, in accordance with its Comprehensive Arbitration Rules. The parties agree that all proceedings prior to the final arbitration hearing shall be handled via email, telephone or videoconference, but the final arbitration hearing shall be held in San Francisco, California.  This Agreement shall be governed by California law. The United Nations Convention on Contracts for the International Sale of Goods shall not apply to this Agreement. Each party shall bear its own attorneys’ fees and costs arising out of the arbitration, and shall pay an equal share of the fees and costs of the Arbitrator and JAMS.  Judgment on the award may be entered by any court of competent jurisdiction.


10.1 Notices. Except as otherwise specified in this Agreement, all notices, permissions and approvals hereunder shall be in writing and shall be deemed to have been given upon: (i) personal delivery; (ii) the second business day after mailing by overnight carrier; (iii) the first business day after sending by confirmed facsimile or email (provided email shall not be sufficient for notices of termination). All notices shall be sent to the addresses set forth in the applicable Order Form, which may be updated by written notice to the other party.

10.2 Product Modifications. The Company continues to innovate and develop its Services and reserves the right from time-to-time to make modifications to the Services and/or to particular components of the Services in order to improve the Services and/or to address market changes, including, but not limited to, making changes to the particular third party review, social media and/or business listing sites that the Services monitor and/or manage and are included within the Services.  The Company does not warrant or promise that any specific third party review, social media and/or business-listing site will be included within the scope of the Services. Company will use commercially reasonable efforts to notify Customer of any material modifications to its Services.

10.3 Export Compliance. The Services, other technology that the Company may make available, and derivatives thereof may be subject to export laws and regulations of the United States and other jurisdictions. Each party represents that it is not named on any U.S. government denied-party list. Customer shall not permit access to or use of the Services in a U.S. embargoed country or in violation of any U.S. export law or regulation.

10.4 External Forces. The Company shall be excused from performance hereunder to the extent that its performance is prevented, delayed or obstructed by: an act of war, hostility, or sabotage; act of God; electrical, Internet, or telecommunication outage that is not caused by the obligated party; government; other event outside the reasonable control of the obligated party.  In such event, both parties will use reasonable efforts to mitigate the effect of a force majeure event.

10.5 No Third-Party Beneficiaries. There are no third-party beneficiaries to the Agreement.

10.6 Waiver and Severability. No forbearance or delay by either party in enforcing its rights shall prejudice or restrict the rights of that party, and no waiver of any such rights or of any breach of any contractual terms shall be deemed to be a waiver of any other right or of any later breach. If any provision of this Agreement is found to be contrary to law by a court of competent jurisdiction, such provision shall be of no force or effect; but the remainder of this Agreement shall continue in full force and effect.  The parties shall meet and confer in good faith with respect to any provision found to be in contravention of the law in order to agree on a substitute provision. 

10.7 Amendment and Assignment.  Any amendment, waiver or variation of this Agreement shall not be binding on the parties unless set out in writing and signed by or on behalf of each of the parties.  Neither party shall assign this Agreement or any of its rights or obligations hereunder, whether by operation of law or otherwise, without the prior written consent of the other party; provided that either party may, without consent, assign this to any purchaser of all or substantially all of its assets or equity or to any successor by way of merger, consolidation or similar transaction. 

10.8 Relationship of the Parties. The relationship of the parties is that of independent contractors, and neither party is an agent or partner of the other. Neither party has the authority to act in the name or on behalf of or otherwise to bind the other party. 

10.9 Entire Agreement.  This Agreement, including all exhibits and addenda hereto, constitutes the entire agreement between the parties and supersedes all prior and contemporaneous agreements, proposals or representations, written or oral, concerning its subject matter.  To the extent of any conflict or inconsistency between the provisions in the body of this Agreement and any exhibit or addendum executed by both parties, the terms of such exhibit or addendum shall prevail. Notwithstanding any language to the contrary therein, no terms or conditions stated in any document not executed by both parties (including any Customer purchase order) shall be incorporated into or form any part of this Agreement, and all such terms or conditions shall be null and void. This Agreement may be executed in counterparts.  Facsimile, pdf. and electronic signatures shall all be binding.

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