PiERP Service Agreement Terms

1. Service Scope

LeaderPi provides PiERP ERP software access, implementation support, configuration, data import assistance, hosting coordination, and break/fix support according to the selected plan and any approved statement of work.

• Included functions may cover sales orders, purchasing, receiving, inventory, invoicing, AP, bank reconciliation, reporting, user roles, and agreed setup modules.
• Custom features, integrations, data cleanup, special reports, or workflow changes require written approval and may require additional fees.
• Production customers receive their own dedicated application path so customer-specific changes can be managed independently.

2. Setup Fee and Implementation Payment

The setup fee covers onboarding, configuration, initial data import support, launch validation, and implementation assistance described in the approved quote or statement of work.

• 50% of the setup fee is due before implementation begins.
• The remaining 50% of the setup fee is due after the system goes live.
• Work may pause if required customer information, data files, access, approvals, or payments are not provided on time.

3. Monthly Service Fee

Monthly service fees cover ongoing access to PiERP, hosting operations, standard support, maintenance, monitoring, and reasonable break/fix updates under the selected service plan.

• The first three months after go-live are included before monthly billing starts, unless otherwise stated in the quote.
• Monthly fees begin after the three-month included service period.
• Monthly service is billed in advance and is not based on the number of user logins.

4. Late Payment, Suspension, and Data Deletion

Timely payment is required to keep the ERP service active and the hosted environment available.

• If a monthly service fee is more than 15 days late, LeaderPi may suspend service until the overdue balance is paid.
• During suspension, users may be unable to access the ERP system, support may be limited, and new work may be paused.
• If payment remains unpaid for more than 30 days, LeaderPi may delete the customer environment and related hosted data after reasonable notice.
• Before deletion, the customer may request an export of available business data, subject to account verification, technical feasibility, and payment of any outstanding amounts.

5. Customer Responsibilities

• The customer is responsible for providing accurate master data, historical data files, user lists, tax/accounting settings, workflow decisions, and acceptance feedback.
• The customer must maintain accurate billing and administrative contact information.
• The customer is responsible for controlling user access, password discipline, and internal approval of business transactions entered into PiERP.

6. Support and Service Requests

LeaderPi provides standard support for login problems, import failures, 500 errors, missing or incorrect data caused by system bugs, permissions/configuration mistakes, and broken ERP pages.

• Support tickets should include the affected page, user email, steps to reproduce, complete screenshot, expected result, and actual result.
• Feature requests, custom reports, new integrations, or process changes are handled as product or implementation work, not emergency support.
• Critical incidents are prioritized based on business impact, security risk, and data-loss risk.

7. Data Security and Backup

PiERP is designed with tenant isolation, controlled access, encrypted database storage, auditability, and recoverable backups as described on the Data Security page.

• Customer data remains separated by customer environment and tenant controls.
• LeaderPi may access customer environments only as needed for support, maintenance, security, implementation, or approved troubleshooting.
• Backup and recovery commitments depend on the selected plan, AWS account configuration, and any written recovery agreement.

8. Limitation of Liability

To the maximum extent permitted by applicable law, LeaderPi's total liability for claims related to PiERP, implementation services, hosting, support, data availability, or this service relationship is limited to the fees actually paid by the customer for the affected PiERP service during the three months immediately before the event giving rise to the claim.

• This limitation applies regardless of the legal theory, including contract, negligence, service interruption, data recovery, or other claims.
• LeaderPi is not liable for indirect, incidental, special, consequential, punitive, lost profit, lost revenue, lost goodwill, or business interruption damages.
• This limitation does not limit liability that cannot legally be limited under applicable law.

9. Termination

Either party may terminate the service according to the signed quote, statement of work, or master agreement. Upon termination, the customer should request any required data export before the deletion deadline.