Nettware Business Suite & ERP Software

Terms of Use & SLAs

Terms are applicable for all Nettware products.

Terms & Conditions

These Terms & Conditions ("Terms") govern the use of the Nettware software solutions (the "Services") provided by Increate Ltd ("Increate", "we", "us"), a company registered in England and Wales, with registered office at [Insert Address]. By accessing or using the Services, you ("Client", "User", "you") agree to be bound by these Terms.

1. Definitions

  • "Client" means any individual or organisation subscribing to the Services.

  • "Services" refers to the Nettware software suite, comprising Nettbooks, NettwareWorkforce, NettwareWorkforce, and Nettware Nettbooks.

  • "Subscription Plan" means the subscription type selected by the Client, defining access rights and pricing and unless otherwise stated in the subscription plan, will be assumed on monthly basis.

2. Overview of Services

Nettware provides a cloud-based ERP solutions, tailored to the needs of various industries and businesses. Functionality may differ between between products offered and :

  • Nettbooks: Business process and workflow management for e-commerce and retail.

  • NettwareWorkforce: Workforce management for property maintenance and facilities management.

  • NettwareWorkforce: Advanced facilities management solutions.

  • Nettware Nettbooks: Bookkeeping and financial management tools.

3. Access to Services

The Services are delivered over the internet and are dependent on third-party suppliers for connectivity, hardware, storage, and other essential infrastructure.

While Increate Ltd endeavours to ensure the availability and reliability of the Services, we cannot guarantee uninterrupted access.

We are not liable for:

  • Connectivity issues caused by third-party providers.

  • Loss of data due to user error.

  • Any business loss, revenue loss, or interruption arising from service unavailability.

4. User Obligations

  • Clients must ensure that their users have adequate internet connectivity and compatible hardware.

  • Clients are responsible for the security of their account credentials.

  • Users must not misuse the Services, attempt unauthorised access, or engage in any unlawful activities.

5. Data Ownership & Protection

Clients retain ownership of the data entered into the Services. Increate Ltd will implement reasonable technical and organisational measures to safeguard Client Data, in line with the Data Protection Act 2018 and UK GDPR.

  • Clients are encouraged to regularly back up their data to the extend possible of the service.

  • Our service comes with 7 days daily backups and 4 weeks of weekly backups included in the subscription plan for each tenant of the software.

6. Payment Terms

Subscription fees are payable upfront on mnthly basis, in accordance with the selected Subscription Plan and fees are subject to VAT where applicable.

Non-payment or delays in payment for over 21 days from due date, may result in suspension or termination of access to the Services.

7. SaaS Service Tenancy

Increate Ltd retains all intellectual property rights in the Services, including software, designs, and branding.

Clients are granted a non-exclusive, non-transferable licence to use the Services during the term of the subscription.

8. Warranties & Disclaimers

The Services are provided "as is" and "as available". Increate Ltd disclaims all warranties, express or implied, including merchantability and fitness for a particular purpose.

9. Limitation of Liability

To the maximum extent permitted by law, Increate Ltd shall not be liable for any indirect, incidental, special, or consequential losses, or loss of profit, revenue, or data.

Our total liability under these Terms shall be limited to the amount paid by the Client in the 3 months preceding the event giving rise to the claim.

10. Termination

Either party may terminate the subscription with 30 days' written notice. Immediate termination may occur, in case of material breach of these Terms.

After date of termination, Client agrees that their data can be held for a period of up to 30 days before it is permenantly removed.

11. Force Majeure

Increate Ltd shall not be liable for failure or delay in performing obligations due to events beyond our reasonable control, including acts of God, natural disasters, internet outages, or acts of government.

12. Amendments to Terms

Increate Ltd reserves the right to update these Terms. Clients will be notified of significant changes at least 30 days in advance.

13. Governing Law & Jurisdiction

These Terms shall be governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.


Service Level Agreement (SLA) for Nettware SaaS Solutions

This Service Level Agreement ("SLA") outlines the service levels provided by Increate Ltd ("Increate", "we", "us") to Clients ("Client", "you") subscribing to the Nettware suite of services ("Services"), comprising Nettbooks, NettwareWorkforce, NettwareWorkforce, and Nettware Nettbooks.

This SLA forms part of the Terms and Conditions and is subject to the same governing law and jurisdiction.

1. Service Commitment

Increate Ltd commits to providing 99.5% Service Availability each calendar month, excluding Scheduled Maintenance and events outside of our control (Force Majeure).

2. Definitions

  • Service Availability: The percentage of total time that the Services are available for Client access, excluding Scheduled Maintenance and Force Majeure events.

  • Scheduled Maintenance: Planned downtime for upgrades, security patches, and other necessary maintenance, notified to Clients with at least 48 hours' notice.

  • Emergency Maintenance: Maintenance required due to critical issues or vulnerabilities, with minimal or no prior notice.

3. Service Hours

The Services are available 24/7, excluding maintenance windows.

Client Support is applicable to active accounts only and is available:

  • Monday to Friday

  • 9:00 AM to 5:30 PM UK Time (excluding UK public holidays)

Support Channels:

4. Incident Management

Increate Ltd categorises incidents as follows:

Priority Level Definition Response Time Resolution Target
Critical Complete Service Outage 3 business hours 8 business hours
High Major functionality severely impaired 6 business hours 1 business day
Medium Partial or minor functionality impaired 1 business day 3 business days
Low Cosmetic issues, minor inconveniences 2 business days 5 business days

5. Client Responsibilities

  • Maintain reliable internet connectivity.

  • Use supported browsers and devices.

  • Follow security best practices, including managing passwords securely.

  • Promptly report incidents via designated support channels.

6. Exclusions

This SLA does not apply to performance issues:

  • Caused by factors outside Increate Ltd's control (e.g., internet outages, third-party service failures).

  • Caused by Client equipment, software, or other technology.

  • Resulting from unauthorised Client actions.

  • During Scheduled Maintenance or Emergency Maintenance.

7. Service Credits

If Service Availability falls below 99% in a calendar month, Clients are eligible to request Service Credits:

Availability Service Credit
99.0% - 99.5% 5% of monthly fee
95.0% - 99.0% 10% of monthly fee
< 95.0% 25% of monthly fee

  • Service Credits must be requested within 30 days of the month-end in which the downtime occurred.

  • Service Credits will be applied to the next billing cycle.

  • Service Credits are the Client's sole and exclusive remedy for any unavailability or failure of the Services.

8. Updates to SLA

Increate Ltd may update this SLA. Significant changes will be communicated at least 30 days in advance.