Customer Service Agreement
Effective Date: August 6, 2025
Last Updated: August 6, 2025
Welcome to OPENLOGIC BUSINESS SOLUTIONS PVT LTD (“OPENLOGIC”, “we”, “our”, or “us”). This Customer Service Agreement ("Agreement") outlines the terms of service under which we provide our software, platforms, and support services to all customers ("you", "your", "Client").
By using any of our services or software (e.g., DulonERP, BharatERP, OWBot, etc.), you agree to the following terms:
1. Services Offered
We provide:
ERP software solutions (Billing, Accounting, Inventory, CRM, HRM, etc.)
Cloud-based & offline desktop applications
WhatsApp Marketing API and automation services
Custom software development and integration
Technical support and ongoing product updates
2. Support & Communication
Our support team is committed to providing prompt, respectful, and professional assistance.
Support is available via:
Phone
Remote Access
Support Hours: Monday to Saturday, 10:00 AM – 6:00 PM IST
(Excluding national/public holidays)
Support Executive Behaviour:
Always polite, professional, and people-centric
No rude, aggressive, or unprofessional conduct will be tolerated
Escalation paths available for unresolved or critical issues
3. Customer Responsibilities
By using our services, you agree to:
Provide accurate and truthful information
Use the software ethically and within permitted scope
Not reverse-engineer, copy, or resell the software
Maintain confidentiality of your login credentials
Inform us promptly of any issues, bugs, or concerns
4. Pricing & Payment Terms
Pricing varies by plan (Single User, Multi-User, Cloud, etc.)
All payments are to be made in advance
Invoices must be cleared within 7 days
Delays beyond due date may attract a 2% monthly penalty
Prices are exclusive of GST unless otherwise stated
5. Renewal & Cancellation
Renewal reminders are sent prior to expiry
Renewals must be made on time to avoid service interruption
You may cancel your service with written notice
No refunds on license fee, setup charges, or past renewals
6. Service Level Commitment (SLA)
General issue response time: within 24 working hours
Critical issue resolution: within 24 hours
General resolution: within 72 hours
Scheduled maintenance or downtime will be notified in advance
7. Data & Privacy
We respect your data.
Your business data remains yours
We do not sell or misuse any customer data
Your data is stored securely and encrypted (for cloud products)
You may request full deletion of your data after service termination
8. Intellectual Property
All our software, systems, designs, and code remain the property of OPENLOGIC.
You receive a non-exclusive, non-transferable license to use the software as per your plan.
9. Liability Limitations
We are not liable for:
Loss of data due to misuse, force majeure, or third-party apps
Business interruptions due to improper hardware/software usage
Unauthorized changes or interventions in the system
Any consequential or indirect damages
Maximum liability is limited to the last 12 months of service fees paid.
10. Termination
We may suspend or terminate your service if:
You misuse or abuse our platform
You are found harassing staff
You violate any legal terms or policies
You fail to clear dues beyond the grace period
You may terminate the agreement with 30 days written notice.
11. Governing Law & Dispute Resolution
This Agreement is governed by the laws of India.
All disputes are subject to the jurisdiction of the courts of Guwahati, Assam.
12. Changes to this Agreement
OPENLOGIC may update this Agreement from time to time.
Customers will be notified of major changes.
Continued use of the services constitutes acceptance of the updated terms.
✅ Acceptance
By using our services, you agree to the terms mentioned above.
If you do not agree, please discontinue use of our services.
For questions, concerns, or clarifications, reach out at:
support@openlogicbusinesssolutions.com
+91-8811805947