Terms & Conditions
Last Update July, 2021
Overview
The following Terms and Conditions apply to your use of any website of ELABRAM SYSTEMS and/or any of its subsidiaries. Such terms should be read in conjunction with our PRIVACY POLICY. By using this website, you agree to comply with these Terms and Conditions. Please read them carefully before using this website. If you do not agree with these terms then please do not use the website.
Use of Website
The purpose of this website is to provide you with our services and general information. You must not breach any term of our Acceptable Use Policy set out below.
Acceptable Use Policy
You may use the website only if you have the authority to form a contract with ELABRAM SYSTEMS and are not restricted under any applicable laws from doing so. You agree to use this website only for lawful purposes in accordance with these terms and conditions and in a way that does not infringe the rights of, restrict or inhibit anyone else's use and enjoyment of this website. Prohibited behaviour includes harassing or causing distress or inconvenience to any person, transmitting obscene or offensive content or disrupting the normal flow of dialogue within this website.
You must not;
  1. send, upload, display or disseminate or otherwise make available any unlawful, discriminatory, harassing, libelous, defamatory, abusive, threatening, harmful, offensive, obscene, tortious or otherwise objectionable material or otherwise breach any laws.
  2. display, upload or transmit material that encourages conduct that may constitute a criminal offence, result in civil liability or otherwise may breach any applicable laws, regulations or code of practice.
  3. interfere with any other person's privacy or use or enjoyment of this website.
  4. fraudulently or otherwise misrepresent yourself to be another person or a representative of another entity or fraudulently or otherwise misrepresent that you have an affiliation with a person, entity or group.
  5. mislead or deceive ELABRAM SYSTEMS, its representatives and any third parties who may rely on the information provided by you, by providing inaccurate or false information, which includes omissions of information.
  6. disguise the origin of any material transmitted through the services provided by the website (whether by forging message/packet headers or otherwise manipulating normal identification information).
  7. send, upload or otherwise make available material which infringes any intellectual or industrial property right of any person (such as copyright, trademarks, patents, or trade secrets, or other proprietary rights of any party).
  8. send, upload, display or disseminate or otherwise make available material containing or associated with spam, junk mail, advertising for pyramid schemes, chain letters, virus warnings (without first confirming the authenticity of the warning), or any other form of unauthorised advertising or promotional material.
  9. send, upload or otherwise make available material containing viruses, trojans or any other material designed to impair, destroy or interrupt the performance of any hardware or software.
  10. obtain unauthorised access to or interfere with the performance of the servers which provide the services or any servers on any associated networks or otherwise fail to comply with any policies or procedures relating to the use of those servers.
  11. collect, whether aggregated or otherwise, data about other users of the services.
This website may change from time to time. These changes and any suspension, or modification of the website may be made at any time without prior notice to you. We may also remove any content from our website at our discretion.
Aggregate information
We may gather information and statistics collectively about all visitors to this Site which may include the information supplied by you which will help us to understand our users thereby creating a better employee administration process. We will not disclose individual names or identifying information. All data will be in aggregate form only. We believe this information helps us determine what is most beneficial for our users and how we can continually improve our online service. We may share this kind of aggregate data with selected third parties to assist with these purposes. Personal data is processed by us in accordance with our Privacy Policy.
Disclaimer
This website's content, including the information and material, names, images, pictures, logos and icons regarding or relating to ELABRAM SYSTEMS or to third party products and services, is provided as a general guide only on an "as is" and on an "is available" basis. We make no representations or any kind of warranty whatsoever (whether express or implied by law) to the extent permitted by law, including the implied warranties of satisfactory quality, fitness for a particular purpose, non-infringement, compatibility, security, currency, completeness, adequacy, suitability and accuracy.
Under no circumstances will ELABRAM SYSTEMS be liable for any of the following losses or damage (whether such losses where foreseen, foreseeable, known or otherwise):
  1. loss of data;
  2. loss of revenue or anticipated profits;
  3. loss of business;
  4. loss of opportunity;
  5. loss of goodwill or injury to reputation;
  6. losses suffered by third parties; or
  7. any indirect, consequential, special or exemplary damages arising from the use of this website regardless of the form of action.
ELABRAM SYSTEMS does not warrant that functions contained in this website's content will be uninterrupted or error free, that defects will be corrected, or that this website or the server that makes it available is free of bugs, viruses, worms, Trojans or any other computer code that may adversely affect any communications.
Submitting data to our website
By using our website, you have provided the information and files that you submit through our website. Our website provides features that allow you to upload, store and share the information and files with certain individuals within your organization, we have no responsibility for that activity. If you upload data on our website, you must ensure that the details provided by you at that time or at any other time are accurate, up to date and complete.
We accept no liability for any unauthorised use of logins and passwords. In order to prevent such fraud, you must keep your password confidential and must not disclose it or share it with anyone. If you know or suspect that someone else knows your password, you should notify us immediately.
By using this site, you are solely responsible for any and all occurrences, which includes maintaining up-to-date, correct, accurate and complete information and uploading materials which do not breach or infringe the Intellectual Property Rights of any third party.
If we have reason to believe that there is likely to be a breach of security or misuse of our website, we may require you to change your password or we may suspend your account.
We may suspend or cancel your account immediately at our reasonable discretion or if you breach any of your obligations under these Terms and Conditions or the Privacy Policy.
The suspension or cancellation of your account and your right to use the website shall not affect either party's statutory rights or liabilities.
Elabram Systems may change these Terms and Conditions at our discretion by notice to you (for example, by a notice displayed in the website or email), and both parties agree that changes cannot be retroactive.
Fees and Payment
You agree to pay for the basis and rate selected when purchasing products or services submitted through your account. You agree to pay all applicable taxes, government charges and foreign exchange fees. If you choose automatic payment, ELABRAM SYSTEMS will periodically charge your payment method at the applicable rate. All payments made are non-refundable. You remain responsible for any uncollected amounts.
Unless you change or remove your payment method, ELABRAM SYSTEMS may store and update your payment method for use with subsequent orders and purchases submitted through your account.
SERVICE LEVEL AGREEMENT (SLA)
The Technical Support provisions below govern the procedures for implementing technical support for each incident in using Axdif. Users are advised to read carefully the provisions of this Technical Support, because it can have an impact either directly or indirectly on the rights that will be obtained by users in using Axdif.
By installing, registering and/or using Axdif, the user is deemed to have read, understood and agreed to all the provisions in this Technical Support without exception, including but not limited to updates, additions and/or changes that from time to time may be done by Elabram Systems for Axdif. This Technical Support is a form of agreement set forth in a valid agreement between the user and Elabram Systems. If the user does not agree to any part or all of the provisions in this Technical Support, then the user is not allowed to use Axdif.
A. DEFINITION
  1. User, is a party that installs, registers and/or user Axdif.
  2. Axdif, is a system created and developed by Elabram Systems.
  3. Supporting Devices, is a device and/or infrastructure needed for Axdif to work, including but not limited to:
  4. a. Server;
    b. Computer Hardware;
    c. Application;
    d. Website;
    e. Dashboard;
    f. Camera;
    g. Network; or
    h. Other devices considered by Elabram Systems as Support Tools.
  5. Incident, is an event or condition where there is a disruption to the Axdif, so that the Axdif cannot work optimally as it should.
  6. Technical Support Request, is a form of application submitted by the user to Elabram Systems to carry out incident handling.
  7. Technical Support Coverage, is the Elabram Systems work area in carrying out incident handling.
  8. Response Time, is the time interval required by Elabram Systems to categorize the type of incident until the confirmation of acceptance or rejection of the Technical Support Request to the user.
  9. Technical Support Implementation Time, is the time interval required by Elabram Systems in carrying out incident handling.
B. TYPE OF INCIDENT
Category Explanation Example
CRITICAL This is an emergency condition that happens when the software is down / unreachable / completely unavailable System can not work as a whole
MAJOR The reported issue may restrict the use of one feature of the software, but other features can still work properly One of the reports does not produce data
TRIVIAL The reported anomaly in the system doesn't substantially restrict the use of one or more features of the software Visual display is not smooth
C. INCIDENT HANDLING PROCEDURES
  1. At the time of the incident, the user has the right to submit a Technical Support Request to Elabram Systems, which at least contains the following:
    a. Chronology of incidents in detail, completely and correctly;
    b. The day and time of the incident;
    c. Some screenshots from the incident;
    d. Indication of the cause of the incident;
  2. When the user submits a Technical Support Request, the user is automatically obliged and gives the right to Elabram Systems to be able to access the Axdif used by the user, along with each Supporting Device so that Elabram Systems can carry out incident handling.
  3. The user gives the right to Elabram Systems to at any time appoint a third party (vendor) to carry out incident handling.
  4. Users fully understand that any third party applications integrated to Axdif are not the responsibility of Elabram Systems.
  5. Users are obliged to provide every information needed by Elabram Systems in carrying out Technical Support (including but not limited to: : information stated at point 1, internet network, user access or any required licensing).
D. DAY AND TIME OF REQUEST FOR INCIDENT HANDLING
Day Time
Monday to Friday (outside of national holidays) 08:00 – 17:00 Western Indonesia Time
E. TECHNICAL SUPPORT REQUEST INFORMATION
Platform Detail
Email [email protected]
Web apps via Live Chat
Android apps via 'Need a help' menu on user profile page
iOS apps via 'Need a help' menu on user profile page
F. TECHNICAL SUPPORT COVERAGE
Country Coverage
Indonesia Via Remote Access
Malaysia Via Remote Access
Thailand Via Remote Access
Philippines Via Remote Access
Singapore Via Remote Access
G. SPECIAL PROVISIONS
  1. The timing of incident handling begins when Elabram Systems has responded to the user to the related Incident.
  2. Elabram Systems has the right to set the priority scale of each Technical Support Request that Elabram Systems receives without exception.
  3. It is possible for the implementation of incident handling to not be carried out if the user does not provide every information, permissions and access rights needed to carry out the Technical Support to Elabram Systems and/or the parties appointed by Elabram Systems.
  4. Implementation of Technical Support may be carried out on a different day from the day when the Technical Support Request received, if it meets the following conditions:
    a. If the user makes a Technical Support Request outside the Working Day and Time;
    b. If the estimated time for handling is deemed insufficient by referring to Working Days and Hours;
H. ESTIMATED INCIDENT HANDLING TIME
Classification Response Time Estimated Time for Handling and Completion
CRITICAL 15 - 150 minutes 2 hours
MAJOR 4 hours
TRIVIAL 7 days