Terms of Service
Last Update: March 8, 2024
Please read these Terms of Service carefully because they are a binding agreement between You and FlatForce.co (“FlatForce” or “We” or “Us”).
These Terms govern your use of the services available through the FlatForce website, any digital applications (e.g., a third-party task management tool), and the subscription or other services through which they may be made available. You automatically agree to these Terms and our Privacy Policy simply by using or logging into our site or digital applications or otherwise accessing or using our services.
ARBITRATION NOTICE. Except for certain kinds of disputes described in the Arbitration provision below, you agree that disputes arising under this Agreement will be resolved by binding individual arbitration, and BY ACCEPTING THIS AGREEMENT, YOU AND FLATFORCE ARE EACH WAIVING THE RIGHT TO A TRIAL BY JURY OR TO PARTICIPATE IN ANY CLASS ACTION OR REPRESENTATIVE PROCEEDING. YOU AGREE TO GIVE UP YOUR RIGHT TO GO TO COURT to assert or defend your rights under this Agreement (except for matters that may be taken to small claims court). Your rights will be determined by a single ARBITRATOR and NOT a judge or jury. See the Arbitration provision below.
1. Acceptance of Terms
These Terms of Service (this “Agreement”) between FlatForce.co (“FlatForce” or “We” or “Us”) and You govern your use of the Services available through the FlatForce website at https://flatforce.co (“Site”), any digital applications (each an “App”), the subscription, the Scope of Services as set out in Appendix “A” or other services through which they may be made available (the “Services”). By using this Site and accessing our Services in any manner, you acknowledge that you have read, understood, and agree to be bound by this Agreement.
By placing an order for Services, you affirm that you are of legal age to enter into this binding Agreement with FlatForce. If you are using the Services on behalf of an entity, partnership, or other organization, then you represent that you: (i) are an authorized representative of that entity with the authority to bind that entity to this Agreement and (ii) such entity agrees to be bound by this Agreement. If you do not agree to the terms of this Agreement, then you are not permitted to use the Services. You may not order or obtain Services from this Site if you are prohibited from accessing or using this Site or any of this Site’s contents or services by applicable law.
This Site is controlled and operated by us from remote worldwide locations. We make no representation that materials in the Site are appropriate or available for use in other locations, and access to them from territories where its contents are illegal is prohibited.
We may update this Agreement from time to time. By continuing to use this Site and the Services after the update, you accept the update in its entirety. All updates are effective upon posting. We encourage you to check the “Terms of Service” link on the home page each time you visit this Site, so you are aware of any updates.
2. Privacy Policy
2.1 Our privacy policy, which can be found at https://flatforce.co/privacy (the “Privacy Policy”), describes how we may use your personal information. By continuing to use this Site, you accept the Privacy Policy, which is incorporated herein by reference. If you object to your personal information being used as described in the Privacy Policy, please leave this Site immediately. You must be at least age 18 to access this Site.
3. The Services
3.1 Subject to your compliance with this Agreement, as well as your subscription for an applicable plan and our timely receipt of your associated payment(s), we will make the applicable Services as set out in Appendix “A” available to you during the term to which you have subscribed. We will use commercially reasonable efforts to make the Services available subject to planned downtime and any unscheduled emergency maintenance. We will provide the Services on weekdays—Monday to Friday. You may initiate and manage all your requests for Services (”Service Requests”) at any time via the task management tool found at https://trello.com. We will use commercially reasonable efforts to respond to all active requests (see Section 4.3). We may modify, replace, or discontinue the Services at any time, for any reason, without notice to you.
3.2 You may only access and use the Services in accordance with the terms of the Agreement. You agree to: (i) provide accurate, current and complete information about you as may be prompted by any form on this Site (“Registration Data”); (ii) maintain and promptly update the Registration Data, to keep it accurate, current and complete; (iii) maintain the security of any password and identification information; (iv) notify us immediately of any unauthorized use of your account; (v) accept sole responsibility for any and all activities that occur on your account. Each person who uses any Services must have a separate username and password. You must provide a valid email address for each person that you authorize to use your account. You agree to provide any other information that we reasonably request.
3.3 You are responsible for obtaining and maintaining all telecommunications, broadband, and computer equipment and services needed to access and use the Services and for paying all charges related thereto.
3.4 You are responsible for, at no charge to FlatForce, (i) ensuring that sufficient Salesforce CRM licenses are purchased; (ii) ensuring that all your personnel participating in the Services are knowledgeable about the fundamentals of the Services being provided and not be contractors who are in a competitive industry with FlatForce; (iii) appointing a representative with the necessary expertise and authority to supervise and coordinate requests in a professional and prompt manner; (iv) providing FlatForce with access to your systems, data, and documentation, as may be reasonably required by FlatForce to facilitate the Services; (v) the content of any database, the selection and implementation of controls on access and use, backup and recovery, and security of stored data, including implementing any procedures necessary to safeguard the integrity and security of software and data accessed by FlatForce in the provision of the Services; (vi) providing FlatForce with access to necessary personnel, as may reasonably be required by FlatForce; (vii) providing appropriate direction, as requested by FlatForce; (viii) and performing appropriate and timely testing as reasonably required by FlatForce.
3.5 We may terminate your account without prior notice or liability to you, if we find, in our sole and exclusive discretion, that you: (i) have violated this Agreement; (ii) are not in alignment with our model; (iii) are sharing usernames or passwords; (iv) violate our core values; or (v) are abusing our services or team in any way, including using our services for illegal purpose.
3.6 You grant us a perpetual, irrevocable, worldwide, nonexclusive, transferable, sublicensable right and license to commercially exploit in any manner any feedback, suggestions or recommendations that you provide to us.
3.7 Subject to your continued compliance with this Agreement, including timely payment of associated amounts due, we grant you a limited, revocable, non-exclusive, non-sublicensable, non-transferable license to access and use the Services for your internal business purposes. You may not access or use the Services in order to monitor its availability, performance, or functionality for competitive purposes. You may not, and may not permit any third party to: (a) reverse engineer (except to the extent specifically permitted by statutory law), decompile, disassemble or otherwise attempt to discover source code, object code or underlying structures, ideas or algorithms of the Services, (b) modify, translate or create derivative works based on the Services, (c) use the Services for any purpose other than its own internal purposes; or (d) use the Services other than in accordance with the Agreement and in compliance with all applicable laws and regulations (including but not limited to any applicable privacy and intellectual property laws).
3.8 From time to time, we may choose to engage the services of third party subcontractors in the performance of the Services.
3.9 As part of the Services, we may recommend implementing third-party applications and/or software (each, a “Third Party Solution”). Such Third Party Solutions shall not be implemented without your consent. Should you provide such consent, you acknowledge and agree that such Third Party Solutions are licensed by their providers under separate agreements and are made available to you as part of the Services. The Third Party Solution providers’ agreements shall govern your use of the Third Party Solutions. Fees for the use of such Third Party Solutions may apply, which are not included in the Fees (see Section 6).
4. Use of the Services
4.1 You may use the Services for any number of requests that you have subscribed for under the applicable plan and as are appropriate based on the size of your account. While we accept unlimited requests and revisions, our output volume depends on many factors, namely depending on the total request volume, scope, complexity, and delays. We will do our best to work with you to accommodate any priority items and your timelines, but we suggest you do not use our Services for time-sensitive requests.
4.2 We are committed to the quality of our work, but we cannot guarantee specific outcomes, because most outcomes are subject to variables outside of our direct control. We do our best to minimize any mistakes. However, due to the nature of administering Salesforce systems, we cannot guarantee all tasks delivered will be 100% error-free. When we deliver a task to you, you agree to review and test all configurations for any errors or omissions and notify us if any changes or corrections are needed within seven (7) days of receipt. We will do our best to rush edits to correct any mistakes that you notify us about during this time period. If you notify us of any errors after that time period, we are not required to, but intend to try to work with you to make corrections.
4.3 You are solely responsible for managing and prioritizing your queue and active Service Requests via the task management tool. Each subscription is entitled to ONE (1) ACTIVE REQUEST AT A TIME. An active request is a task assigned to FlatForce that you require us to actively work on. A subscription is a measurement of output and represents the number of active requests we can work on with our team, our Site, and our Apps. What we can do with a single subscription depends on many factors, including, but not limited to: (i) the type of plan; (ii) the volume of requests; (iii) the scope and complexity of requests; (iv) and delays. We do not guarantee the amount of work that we can complete with a single subscription.
4.4 You are the owner and/or controller of all of your information, data, or materials that you provide to us to use the Services (“Customer Content”). By submitting Customer Content to us, you are representing that you are the owner of such Customer Content and/or have the necessary rights, licenses, and authorization to distribute it. You grant us a worldwide, royalty free, non-exclusive license to access and use Customer Content to provide the Services.
5. Intellectual Property
5.1 All Intellectual Property made available or disclosed to you as part of the Services, under any Agreement or otherwise, or that is contained in past services provided by us (collectively, “FlatForce Intellectual Property”), and all Intellectual Property Rights in FlatForce Intellectual Property are and shall remain the sole and exclusive property of FlatForce. Except for the license to FlatForce Intellectual Property pursuant to Section 5.2 of these Terms of Service, you are granted no right, title, or interest in the FlatForce Intellectual Property.
5.2 FlatForce grants to you a worldwide, perpetual, non-exclusive, royalty free license (the “License”) to use the FlatForce Intellectual Property solely for your internal purposes as part of the Services or as part of any systems implemented by FlatForce in the provision of the Services. The License does not apply to FlatForce’s proprietary tools used to perform the Services. Licenses for such tools are not included in the Agreement unless explicitly provided therein. Other than the License, no ownership or license in any FlatForce Intellectual Property is granted to you and, for greater certainty, but without limitation, you shall not be granted any rights to license, sub-license, sell, assign, transfer, or grant the FlatForce Intellectual Property to any third parties without the prior express written consent of FlatForce.
5.3 All Intellectual Property that was owned by or developed by or acquired by you or your Affiliates separate from the Agreement and without any use of the Services or the FlatForce Intellectual Property (collectively, “Customer Intellectual Property”) shall remain your exclusive property. No rights of any kind shall be granted to FlatForce in the Customer Intellectual Property or any Confidential Information belonging to you, save and except that FlatForce shall have a limited license to use the Customer Intellectual Property to the extent necessary to provide the Services.
6. Fees, Pauses, Cancellations, and Refunds
6.1 Use of our Services requires payment of recurring fees. Before we have any obligation to provide Services, you must pay the fees (as well as applicable taxes) in full, in such amounts and for such billing frequency as specified during registration, as updated (prospectively, not retroactively) by you from time to time. All fees are due up-front. Failure of FlatForce to provide an invoice does not relieve you of your obligation to pay the fees in accordance with the terms specified when you register. You agree that, upon registering for the Services, you authorize us to charge your method of payment (e.g., Credit Card) for the fees and applicable taxes from your registration date based upon your chosen billing frequency (e.g., monthly, quarterly, annually). Overdue charges will accrue interest monthly at the rate of 1.5% of the then-outstanding unpaid balance, or the maximum rate permitted by law, whichever is lower. We reserve the right to suspend or terminate your account in the event you fail to pay amounts owed to us when due. All amounts owed under this Agreement are non-cancelable and non-refundable, except as specifically provided in this Section 6.
6.2 We reserve the right to change our fees upon 5 days’ advance notice. By continuing to use the Services, you accept such changes. We are not required to notify you of temporary promotions or reductions in fees.
6.3 The ability to pause a subscription applies to monthly plans only. Under this policy, the purchase of a monthly subscription is eligible to be paused for up to 3 consecutive calendar months. If a subscription is paused for more than 3 consecutive months, the subscription and associated fees will restart automatically, at which time you must wait until after the next renewal cycle and payment of fees to pause the subscription again.
6.4 You will be notified of planned downtime of our Services at least 1 month ahead of time. We do not provide refunds or credits for planned downtime. In the event of planned downtime exceeding 2 consecutive business days, your subscription will be paused by us, and resumed when Services are back online.
6.5 You may cancel your subscription with us at any time directly in the online billing portal, or by contacting our support team. If you cancel your subscription before the next renewal cycle, you can continue using your account and accessing your requests until the end of your paid billing term. When your subscription expires, you will no longer have access to our Services and all requests associated with those Services. WE DO NOT PROVIDE REFUNDS OR CREDITS FOR PARTIAL MONTHS OF SERVICE OR DOWNGRADES. WE RESERVE THE RIGHT TO REFUSE REFUND REQUESTS.
7. Confidential Information
7.1 For purposes of this Agreement, the term “Confidential Information” means non-public or proprietary information, including, without limitation, information relating to current or future business, products and services, research, images, development, design details and specifications, and marketing plans.
7.2 During the course of our relationship, you may disclose to us your Confidential Information. We agree to hold in confidence and not disclose to any third party any of your Confidential Information, except as approved or directed in writing by you, and will use your Confidential Information for no purpose other than for the Services. We will limit access to your Confidential Information to only those employees, officers, directors, contractors, representatives, and agents who are involved in providing Services to you. We will be responsible to you for any breach of this provision by our employees, officers, directors, contractors, representatives, and agents.
7.3 During the course of our relationship, we may similarly disclose to you our Confidential Information. You agree to hold in confidence and not disclose to any third party any of our Confidential Information, except as approved or directed in writing by us, and will use our Confidential Information for no purpose, except as permitted by this Agreement. You will limit access to our Confidential Information to only those employees, officers, directors, contractors, representatives, and agents to whom it is necessary to disclose our Confidential Information. You will be responsible to us for any breach of this provision by your employees, officers, directors, contractors, representatives, and agents.
7.4 Notwithstanding anything to the contrary in this Agreement, the following is not Confidential Information: (a) information that was in the public domain at the time of its disclosure or has entered the public domain without breach of this Agreement; (b) information that was already in the rightful possession of a party at the time of disclosure; (c) information that is independently developed by a party without breaching this Agreement; or (d) information that becomes known to a party, without restriction, from a third party source not directly or indirectly involving a breach of this Agreement.
7.5 The confidentiality obligations under this Agreement will survive for five (5) years after the termination of this Agreement.
8. Publicity
8.1 Unless you provide us with written notice to the contrary or of any reasonable restrictions or requirements, you agree that we may disclose that you are a customer and may use your name(s) and logo(s) in: (a) our digital, online, and printed marketing materials (including on our websites); and (b) external-facing presentations, including to individual customers and prospects.
9. Term and Termination
9.1 This Agreement will expire and terminate upon the expiration or termination of your account or subscription to a Service. All sections of this Agreement which by their nature should survive termination will survive termination, including but not limited to, accrued rights to payment, confidentiality obligations, warranty disclaimers, and limitations of liability.
9.2 We may terminate this Agreement at any time upon notice if you default or breach this Agreement. Upon expiration or termination of your account or subscription to a Service, all rights under this Agreement relating to such Service will immediately terminate, you will lose all access to the applicable Service, including access to your account and Customer Content or other files.
10. Disclaimer of Warranties
10.1 We represent and warrant that you will receive good and valid title license to all deliverables, free and clear of all encumbrances and liens of any kind, except for FlatForce Intellectual Property and other pre-existing materials, which may be subject to additional terms and restrictions. EXCEPT AS SPECIFICALLY SET FORTH IN THIS SECTION 9.1, THE SITE AND THE SERVICES ARE PROVIDED “AS IS, AS AVAILABLE”. WE MAKE NO PROMISES ABOUT OUR SERVICES AND, TO THE EXTENT PERMITTED BY LAW, WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO, WARRANTIES OF MERCHANTABILITY, FITNESS, NON-INFRINGEMENT OF INTELLECTUAL PROPERTY, AND OTHER VIOLATION OF RIGHTS, EITHER ORAL OR WRITTEN, WHETHER ARISING BY LAW, COURSE OF DEALING, COURSE OF PERFORMANCE, USAGE, TRADE, OR OTHERWISE.
11. Liability Waiver
11.1 WE WILL NOT BE RESPONSIBLE FOR ANY LOST PROFITS, REVENUES, DATA, FINANCIAL LOSSES OR INDIRECT, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES ARISING OUT OF THE USE OR INABILITY TO USE THIS SITE. TO THE EXTENT PERMITTED BY LAW, OUR TOTAL LIABILITY, FOR ANY CLAIMS UNDER THESE TERMS, INCLUDING FOR ANY IMPLIED OR EXPRESSED WARRANTIES, SHALL NOT EXCEED FIFTY DOLLARS, REGARDLESS OF THE CAUSE OF ACTION, IN TORT, CONTRACT, OR OTHERWISE. THIS PARAGRAPH DOES NOT AFFECT ANY LIABILITY THAT CANNOT BE EXCLUDED OR LIMITED UNDER APPLICABLE LAW.
12. Indemnification
12.1 YOU AGREE TO DEFEND, INDEMNIFY, AND HOLD US HARMLESS FROM AND AGAINST ANY CLAIMS, LIABILITIES, DAMAGES, LOSSES, AND EXPENSES, INCLUDING WITHOUT LIMITATION, REASONABLE ATTORNEY’S FEES AND COSTS, ARISING OUT OF OR IN ANY WAY CONNECTED TO CUSTOMER CONTENT OR USE OF THE SERVICES OR ANY DELIVERABLES. YOU SHALL COOPERATE AS REQUIRED BY US IN THE DEFENSE OF ANY CLAIM. WE RESERVE THE RIGHT TO ASSUME THE EXCLUSIVE DEFENSE AND CONTROL OF ANY MATTER SUBJECT TO INDEMNIFICATION BY YOU, AND YOU WILL NOT, IN ANY EVENT, SETTLE ANY CLAIM WITHOUT OUR PRIOR WRITTEN CONSENT.
13. Links to Third-Party Platforms
13.1 If this Site is available through any third-party platform, or if we provide links from this Site to any third-party platform, then we do not accept responsibility for any content or practices of such third parties.
14. Governing Law and Arbitration
14.1 PLEASE READ THIS SECTION CAREFULLY, AS IT LIMITS THE MANNER IN WHICH YOU MAY SEEK RELIEF, AND REQUIRES YOU ARBITRATE DISPUTES WITH FlatForce. If you have a dispute with FlatForce, we will first seek to resolve such a dispute through our support team.
14.2 All disputes arising under or in connection with the Agreement will be submitted to binding arbitration in Belgrade, Serbia and the procedures set forth below.
14.3 Arbitration. All disputes that cannot be resolved pursuant to the internal issue resolution process identified above will be submitted to and settled by final and binding arbitration. The arbitration will take place in Belgrade, Serbia and will apply the governing law of this Agreement. The final and binding arbitration will be performed by a single arbitrator who is a practicing commercial lawyer in English and in accordance with and subject to the Commercial Arbitration Rules. The decision of the arbitrator will be final and binding, and judgment on the award may be entered in any court of competent jurisdiction. The arbitrator will be bound by the warranties, limitations of liability, and other provisions of this Agreement. Notwithstanding the foregoing, each party may seek injunctive relief in a court of competent jurisdiction, where appropriate, to protect its rights pending the outcome of the arbitration.
14.4 Jurisdiction/Venue; Governing Law. This Agreement shall be governed by and construed in accordance with the laws of the Serbia (irrespective of its choice of law principles). The parties hereby agree that any suit to enforce any provision of this Agreement or arising out of or based upon this Agreement or the business relationship between the parties hereto shall be brought in federal or provincial court in Belgrade, Serbia. Subject to the arbitration provision set out above, each party hereby agrees that such courts shall have exclusive personal jurisdiction and venue with respect to such party, and each party hereby submits to the exclusive personal jurisdiction and venue of such courts.
14.5 NOTICE: BOTH YOU AND FlatForce AGREE TO HAVE ALL DISPUTES, CLAIMS OR CONTROVERSIES ARISING OUT OF OR RELATING TO THIS AGREEMENT DECIDED BY NEUTRAL BINDING ARBITRATION AND ARE GIVING UP ANY RIGHTS IT MIGHT POSSESS TO HAVE THOSE MATTERS LITIGATED IN A COURT OR JURY TRIAL. BY AGREEING TO THIS AGREEMENT, BOTH YOU AND KOULA ARE GIVING UP THEIR RESPECTIVE JUDICIAL RIGHTS TO DISCOVERY AND APPEAL EXCEPT TO THE EXTENT THAT THEY ARE SPECIFICALLY PROVIDED FOR UNDER THIS AGREEMENT. IF ANY PARTY REFUSES TO SUBMIT TO ARBITRATION AFTER AGREEING TO THIS PROVISION, THAT PARTY MAY BE COMPELLED TO ARBITRATE UNDER FEDERAL OR PROVINCIAL LAW. BOTH YOU AND FlatForce CONFIRM THEIR AGREEMENT TO THIS ARBITRATION PROVISION IS VOLUNTARY.
15. Assignment
15.1 This Agreement and the rights and obligations herein are personal to you, and you may not assign or otherwise transfer this Agreement or any of your rights or obligations hereunder, without our prior written consent. We may freely assign this Agreement, including, without limitation, in connection with a merger, acquisition, bankruptcy, reorganization, or sale of some or all of our assets or stock.
16. Severability
16.1 If any one or more of the provisions of this Agreement are for any reason held to be invalid, illegal, or unenforceable by a court of competent jurisdiction, the remaining provisions of this Agreement will be unimpaired and will remain in full force and effect, and the invalid, illegal or unenforceable provision(s) will be replaced by a valid, legal and enforceable provision or provisions that comes closest to the intent of the parties underlying the invalid, illegal or unenforceable provision(s).
17. Non-Waiver
17.1 The failure of either party to exercise in any respect any right provided for herein shall not be deemed a waiver of any further rights hereunder. A waiver by either party of any term or condition of this Agreement or any breach, in any one instance, will not waive such term or condition or any subsequent breach.
18. Force Majeure
18.1 If we are unable to perform any obligation under this Agreement because of any matter beyond our reasonable control, including but not limited to pandemic or widespread outbreak of infectious diseases, government shutdown, lightning, flood, exceptionally severe weather, fire, explosion, war, civil disorder, industrial/labour disputes (whether or not involving our employees), acts of government, loss of or problems with telecommunications, utility services or other third party services, and hostile network attacks (each, a “Force Majeure Event”), we will have no liability to you for such failure to perform; provided, however, that we will resume performance promptly upon removal of the circumstances constituting the Force Majeure Event.
19. Entire Agreement
19.1 If you have executed a separate agreement with us applicable to your access to and use of this Site, Apps or our Services, then the terms and conditions of that agreement prevail to the extent of any conflict with this Agreement. In all other cases, this Agreement constitutes the entire agreement between the parties concerning its subject matter and supersedes all prior communications and proposals.
20. Definitions
20.1 The following terms shall have the following meanings. All capitalized terms not otherwise set out in this section shall have the meaning as set out in the section of these terms and conditions in which they are defined.
(a) “Affiliate” means, with respect to any party to the Agreement, any person, partnership, joint venture, company, corporation or other entity which directly or indirectly controls, is controlled by, or is under common control with such party where “control” (or variants of it) means the ability to direct the affairs of another by means of ownership, contract or otherwise.
(b) “Business Day” means any day except Saturdays, Sundays or a statutory holiday.
(c) “Fees” means the fees payable by you to FlatForce, including all applicable duties, levies, taxes, or similar governmental assessments of any nature, including but not limited to value added, goods and services, sales and use, or withholding taxes, assessable by any local, state, provincial, federal, or foreign jurisdiction, if any.
(d) “Intellectual Property” means all systems, applications, software code (in any form, including source code, executable or object code), original works of authorship, algorithms, tool-kits, technology, widgets, formulae, programs, concepts, work-arounds, databases, designs, diagrams, documentation, drawings, charts, ideas, inventions (whether or not such inventions are patentable), know-how, trademarks (whether registered or not), brand names, logos, slogans, methods, techniques, models, procedures, and processes.
(e) “Intellectual Property Rights” means all: (a) copyrights, (b) moral rights, (c) rights associated with works of authorship, (d) trademark rights, (e) trade name rights, (f) trade secret rights, (g) patent and industrial property rights (whether registered or not), and (h) other proprietary rights, in Intellectual Property.
(f) “Salesforce” means the Salesforce.com software as a service (SaaS) platform, including, without limitation, the Salesforce software.
(g) “Services” means the consulting services to be provided by FlatForce to you as described in the Agreement, including the use of FlatForce’s tools that analyze your Salesforce org metadata, if applicable, and includes any resulting deliverables.
21. Language
This Agreement and all documents related thereto have been drafted in the English language. All correspondence and other documents pertaining to this Agreement that are exchanged or produced by the parties shall be written in the English language, unless expressly otherwise agreed by the parties.
Appendix A: Scope of Services
FlatForce’s Services are powerful and may meet nearly all your system administration needs. Below are examples of eligible Services (”Inclusions”) that may be included in our subscription plans offered to you.
Any Service Requests that fall outside the scope of this list (”Exclusions”) will be considered by us on a case-by-case basis and we shall, in our sole discretion, determine whether such requests can be accommodated within the Services. Refer to the Exclusions section below for more details.
| Declarative Plan | Coding Plan | |
| Salesforce clouds & products supported | ||
| Sales Cloud | ✓ | ✓ |
| Service Cloud | ✓ | ✓ |
| Experience Cloud | ✓ | ✓ |
| Development Environments | ||
| Pre-production guidance and support (sandbox environments only). You are responsible for provisioning the sandbox with relevant sample data. | ✓ | ✓ |
| Production environment guidance and support. | ✓ | ✓ |
| System administration | ||
| No-code platform configuration, troubleshooting, and optimization | ✓ | ✓ |
| Customization of standard object layouts | ✓ | ✓ |
| Creation and customization of standard object fields | ✓ | ✓ |
| Lead Field Mapping | ✓ | ✓ |
| Creation, modification, deletion of custom objects, fields and layouts | ✓ | ✓ |
| Creation, modification and deletion of page layouts and record types | ✓ | ✓ |
| Record type creation and page layout assignments | ✓ | ✓ |
| Creation and modification of formula fields and validation rules | ✓ | ✓ |
| Creation and modification of custom buttons and links | ✓ | ✓ |
| Rich text email templates—classic or lightning | ✓ | ✓ |
| Create and maintain Validation Rules | ✓ | ✓ |
| Create process- or unit-specific apps (e.g., a sales console app for inside sales, or project management app for customer success) | ✓ | ✓ |
| Group wide Chatter management (including adding and removing users from groups), and management of internal users | ✓ | ✓ |
| List View Management | ✓ | ✓ |
| Creation and modification for search settings | ✓ | ✓ |
| Creation and update of mobile configurations | ✓ | ✓ |
| Price book creation and updates. You provide the price book in the provided upload template. | ✓ | ✓ |
| Update native system features and settings (e.g., expired certificates) | ✓ | ✓ |
| Platform automation | ||
| Salesforce Flow creation, update and deletion | ✓ | ✓ |
| Workflow creation, update and deletion | ✓ | ✓ |
| Approval process creation, update and deletion | ✓ | ✓ |
| Process Builder update, conversion to Flow, and deletion | ✓ | ✓ |
| Security and profile management | ||
| User management (creation of new users, password reset, deactivate users) | ✓ | ✓ |
| Creation and update of any portion of the Salesforce security functionality including Roles, Profiles Hierarchy, Permission Sets, and Sharing rules. You must approve of all changes to security model. | ✓ | ✓ |
| Management of password policies | ✓ | ✓ |
| Management of session settings | ✓ | ✓ |
| Management of field accessibility | ✓ | ✓ |
| Solving record visibility issues | ✓ | ✓ |
| Reporting | ||
| Assistance with reports and dashboards (i.e., done with you). You are responsible for creating, updating, and maintaining reports and dashboards. | ✓ | ✓ |
| Report and dashboard creation and modification (i.e., done for you) | ✓ | ✓ |
| Custom report type creation and modification | ✓ | ✓ |
| Scheduling of reports and dashboards | ✓ | ✓ |
| Data | ||
| Simple data imports using the standard Salesforce import wizard (a singular object data insert, update or upsert whereby no spreadsheet manipulation is required) | ✓ | ✓ |
| Data insert, update or upsert using Data Loader (with simple spreadsheet manipulation up to 2 related object levels) | X | ✓ |
| Advisory | ||
| Ask an expert anything related to Salesforce, such as questions about people, processes, technology, strategy, road map, AppExchange apps, consulting partners, etc. | ✓ | ✓ |
| Validation | ||
| Quality assurance (QA) testing of Service Requests, including creation of high level test cases to test functionality. You are responsible for User Acceptance Testing (UAT), regression testing, and final approval to deploy to Production. | ✓ | ✓ |
| Deployments | ||
| Sandbox: Deployment of Service Requests from Koula’s dedicated sandbox to a target sandbox environment (e.g., QA sandbox, UAT sandbox, etc.)—during Support Hours only | ✓ | ✓ |
| Production: Deployment of Service Requests from Koula’s dedicated sandbox to the target Production environment—during Support Hours only You are responsible for approval to deploy to Production. | ✓ | ✓ |
| Plan features | ||
| One (1) active Service Request at a time | ✓ | ✓ |
| Unlimited Service Requests and revisions in your queue | ✓ | ✓ |
| First response: 2 hours—during Support Hours only | ✓ | ✓ |
| Number of users | one (1) | one (1) |
| Dedicated FlatForce resource | ✓ | ✓ |
| Customer onboarding meeting when you first sign up. In this meeting, we do a knowledge transfer of your Salesforce org architecture, business context, and an overview of how we’ll work together. | X | ✓ |
| Easy credit card payments | ✓ | ✓ |
| Pause or cancel anytime | ✓ | ✓ |
| Programming | ||
| Salesforce Apex Triggers creation, update and deletion | X | ✓ |
| Salesforce Apex and Test Classes creation, update and deletion | X | ✓ |
| Salesforce Visualforce pages creation, update and deletion | X | ✓ |
| Salesforce Aura Components, update and deletion | X | ✓ |
| Salesforce Lightning Web Components, update and deletion | X | ✓ |
| Salesforce REST API integrations to 3rd party systems (outbound) | X | ✓ |
| Salesforce REST API integrations (inbound) | X | ✓ |
Exclusions
Salesforce is a mature and expansive platform with many products and features that are continually evolving and changing. We will promptly review all active Service Requests in the task management tool and assess them for complexity, work effort, and our capacity to fulfill such Service Requests in a timely manner (”Assessment”). We will inform you of our Assessment in a timely manner, on a best effort basis. We will have the sole discretion to assign active Service Requests to a future commencement date, or break complex Service Requests into smaller Service Requests. Based on the Assessment, you will have the option to instruct us to proceed with fulfilling such Service Requests accordingly. Notwithstanding the foregoing, you agree that the Assessments will be based on the most current information available to us. The Assessments may vary depending on further information becoming available to us. If there’s a Service Request we can’t perform to the highest industry standard, we’ll let you know as soon as possible.
You acknowledge that some Service Requests may fall outside the scope of this Appendix “A”. These requests may be of a complexity and require resources to a degree that fall outside the scope of Services (“Projects”). For example, the implementation of a new Salesforce Cloud product would be a Project and be considered outside the scope of Services.
Furthermore, there are certain tasks that should be left to specialists or your in-house teams. In the interest of productivity and commitment to quality, here are examples of Service Requests that we do not support, and are therefore considered Exclusions:
- Conducting user interviews, facilitating design and elaboration workshops, and creating user stories
- Creating user acceptance test (UAT) scripts, running or facilitation UAT sessions, and performing regression testing
- Change management services including training, documentation, job aids, guides, and in-app guidance configuration
- System language translations
- Any Salesforce Cloud or product other than Sales Cloud, Experience Cloud and Service Cloud
You further recognize that the Salesforce platform may encounter inherent limitations. We will promptly inform you of such limitations and shall, in our sole discretion, determine whether workaround solutions to such limitations can be accommodated within the Services.