Terms and Conditions

IMPORTANT TERMS/DEFINITIONS
1) Employee Data

Customer owns employee data (talent information, KPI & performance review data, etc. Customer would maintain this data. If there is any data entry to be done, customer would own this. Customer will be able to import data from Excel into Synergita on need basis.

2) Implementation Scope and Fees

Scope will be agreed upon during the proposal/implementation phase. While the product is highly configurable, there are boundaries. If the customer requirements are very different or deviates from these boundaries, some of them may not be possible to implement. Implementation will start upon confirmation from Synergita Finance on Payment receipt, subject to payment terms in this subscription form.

Implementation Fee is non- refundable. Should implementation be completed ahead of schedule, fee collected (in advance) excess of this period would be refunded to customer and/or adjusted for future credit.

Implementation fee is non-refundable under any other circumstances.

3) Integration

Synergita can be integrated with third party applications through API / SFTP; fresh integration will require 2 to 4 weeks of person days. Implementation scope and commercials will be shared before commencement of the work. Upon approval, Synergita will initiate the work. Customer will introduce Synergita to the third-party application vendor (or) customers’ internal IT team for technical discussions and getting the API details from the third-party application provider.

4) Subscription Charges

Usage Billing start date will be considered from the date of signing the subscription form. (Synergita will provision the cloud sources for the customer as soon as the subscription form is signed. And this would cost money for the cloud resources). Cloud resources must be provisioned for starting the implementation work.

5) Subscription Payments

Customer is requested to process the invoice within 15 days. In the event Customer fails to make the payment within fifteen (15) days from the date of receipt of invoice, Synergita reserves the right to charge an interest of 12% per annum. Also, when there is a continuous delay in payment which is deemed to be material breach by the Customer, Synergita reserves the right to block the system access to the Customer if the payment does not come through before the agreed dates.

If there is a change in the employee count with variation of more than 3% on quarterly basis, Synergita will raise an invoice/credit note at the beginning of the next quarter for the remaining period of the year for these employees.

6) Software Usage Training

8 hours of HR Admin Training will be provided FREE of charge by Synergita during the Implementation Phase in the first year. This training will be provided to Customers HR and Admin users through a web conference. If there is a change in HR/Admin team, customer would take care of internal knowledge transfer and software usage training.

End User training would be provided by Customer HR. Synergita would provide documentation to support HR Administrators in providing training to the end user. Additional training required, on account of (but not limited to) change in customer HR/Admin team, would be provided at a fee. Charges are as follows:

Training Charges: USD 60 / SGD 70 / INR 4,000 per hour.

7) New Releases

Release of new features and change in product plans will be done at the sole discretion of Synergita.

8) Basic Support

Synergita provides support during 9.00 a.m. to 6.00 p.m. IST. Support covers answers to “how to do” questions, access to knowledge base, keeping the software up and running, etc.

Basic Support is available to all customers via Self-Service Portal and Email Support with access to technical product assistance.

Basic Support does not include updating employee details, creation of workflow / feedback forms, administration of appraisal process, etc. Support also does not cover administrative support for doing performance appraisal cycles, data import, change in workflow, etc. If the customer prefers the support team to handle these, it would be taken through a change management program (charged separately).

Preferred communication channel for support would be through emails and Support ticketing system.

9) Premium Support

Premium Direct Phone Support – 09:00 a.m. to 6:00 p.m. IST time for all issues, though this Support level grants 8 x 5 phone support for Priority 0 and Priority 1 issues in Production (P0 and P1 issues are defined on reverse).

Priority Issue Routing Model – All incoming issues are specifically assigned to a team of named Support Engineers who are responsible for the account; meaning that this team will become highly familiar with the customer’s needs.

Pre Go-Live Support Liaison – Synergita Customer Support will begin working with the customer before they go live, which will give Support a head start in their client knowledge and help them to address issues more quickly going forward.

Assigned Customer Success Manager – Day-to-day contact managing regular business needs on behalf of customer.

Quarterly Business Review – Synergita will conduct a quarterly business review.

10) Administrative Support

Synergita will work with the customer to administer the application. Synergita will update the employee information every month including all employee personal information, role change, designation change, location change, manager change and etc. Synergita will administer maximum of 3 quarterly review cycles and one annual review and appraisal cycle. Synergita will provide the feedback of cycle status reports to the customer twice a week.

Other benefits of Administrative Service:

  • Synergita will do readiness call with the customer as per the Performance Calendar of the year.
  • Run through a checklist for readiness.
  • Process run through before initiating the review process.
  • Manage feedback cycles pre/post-initiation of the cycle.
  • Synergita will provide the feedback of cycle status report to the customer twice a week.
  • Synergita will send the required automated follow-up mails to employees to drive the cycle completion.
  • Synergita Account Manager will conduct a quarterly business review
  • Customer will provide a HR admin contact.
11) Change Management

If customer requests customization/changes after the work on implementation has begun, OR post Go Live, Synergita will review the request and if viable, will provide the necessary time, effort and cost estimates to customer. Development effort would start upon customer approval, signed Change Management and Payment commitment.

Cost of change management (development/testing efforts) would be calculated at USD 40 / SGD 50 / INR 2,000 per person hour.

After Synergita is implemented and rolled out to the employees, Synergita will follow a change management process. Change Management will be applicable for the following:

  • Change in Feedback forms
  • Change in workflow / creating a new workflow or process
  • Change in organization structure
  • Creating employee satisfaction survey
  • Creating separate 360-degree feedback survey

Charges incurred for the Change Management is non- refundable.

12) Subscription Term

This Subscription shall commence on the Sub Form Date and shall continue for a period of one year (“Subscription Term”). The Customer shall not terminate for the initial one-year term calculated from the date of this Subscription. This Subscription shall, remain enforced unless otherwise terminated after the first year and shall automatically extend for further one-year periods each after the Subscription Term, if mutually agreed by the parties in writing, unless, either party notifies the other party of termination, in writing, at least 90 days before the end of the subscription term.

13) Travel and Accommodation

If any travel request arises at the time of Implementation, Synergita will plan for the travel after getting the approval from the customer. Travel, accommodation & per diem expenses to the respective team members will be reimbursed at actuals by the customer.