Terms and Conditions

C.1 MERCIGLOBAL CLUSTER - Region: Asia Mumbai

C.2 Standalone Server Instances:

C.3 High Availability Server Instance - HA:

High Availability Database Servers are crucial for businesses where downtime directly impacts revenue, productivity, or customer satisfaction.

C.4 Benefits over Standalone Server:

• Higher Speeds: Higher application speeds are achieved due to parallel read queries being executed at the same time at different servers, at higher bandwidths.
• Near Zero Downtime: High availability servers enables applications to meet higher uptime requirements and zero data loss tolerance.
• Persistent availability: High Availability servers provide persistent availability in case of failures.
• Data redundancy: High Availability servers provide data redundancy, which ensures that data is not lost in case of failures.
• Reduced downtime: High Availability servers reduce downtime when a zone or instance becomes unavailable.
• Increased revenue: By reducing downtime, High Availability servers help organizations avoid significant revenue loss.
• Improved customer satisfaction: High Availability servers can help organizations avoid unsatisfied customers by ensuring that their services are always available.

C.5 MERCIGLOBAL CLUSTER (DEDICATED) - Region: Worldwide

C.6 Disaster Recovery Scenarios:

• 1. Merciglobal team may switch the operations from primary datacenter -OCI to Digital Ocean or any other best available option at particular moment of time, without prior intimation to the customers.
• 2. Once the primary datacenters are available normally, Switchover shall be done to the primary datacenters ASAP.

C.7 Access and Source Code Restrictions

C.8 Bring Your Own Cloud (BYOC) – Flexible Hosting with MerciGlobal Cloud ERP

Your Cloud, Our Expertise

At MerciGlobal, we understand that businesses may prefer to host their ERP on a cloud provider of their choice. That’s why we offer full support for BYOC (Bring Your Own Cloud) deployments.

C.9 Parallel Data Processing on a Second Instance

If you would like your project's data to be processed in parallel on a separate, second instance of the same project for management purposes, the following charges apply to that second instance:

• Server charges: As per our Standalone (SA) or High Availability (HA) server plans only.
• Software charge: 50% of the project's software charge amount, plus GST.
• Annual Maintenance Charge (AMC): 20% of the above 50% software charge amount, or INR 50,000, whichever is higher, plus GST.
• Programming and data setup: A minimum of INR 50,000 plus GST, for programming the second instance and for porting / synchronising its data.

C.10 Instance Terms for SCPs

• One instance per project: C.5 (dedicated cluster) and C.8 (BYOC) are not available on SCP projects.
• No free Shared plan on built projects: customised projects are not available on the Shared plan, so every TTS-built project starts on SA Lite or above.
• Instance at list price: the SCP pays the same rate as a direct client, with no discount, and can charge its client anything. Upgrades stay pro rata.
• Same add-on charges: schedulers ($28 a month), compression ($28 a month), WhatsApp and API costs, app publishing (₹30K) and GST API calls (₹0.56 each) apply unchanged.
• Dashboards: SA Lite pays for them as an add-on, and SA and HA include them.

Included

• 1. Export of data and reports to Excel / PDF.
• 2. In-built email support for sending documents and reports.
• 3. Supported on Windows / Linux / MacOS.
• 4. Rock-solid infrastructure running on OCI Linux servers.
• 5. No risk of data corruption, virus, hacking or ransomware.
• 6. Work 24 × 7 from anywhere.
• 7. E-Way and E-Invoicing integration included.

Optional (Chargeable)

• - Scheduler Services (Server Side Report Automation)
• - Alert System
• - Approval System
• - Barcode / QR Code integration
• - External API Integration
• - Digital Signature
• - Image / PDF Compression
• - BI Dashboards
• - AI OCR to Text / Document Conversion & Automation of Data Entry.

Delivery Timeline:

• Beta version: released within 60 days after System Analysis sign-off from the client.
• The client should raise all bugs, errors or modifications only after thorough testing of the beta version.
• Final delivery: final software delivered within 30 days after receipt of the final bug / error / modification list.

General T&C

• Single Point of Contact: the client must assign a Single Point of Contact (SPOC) for the entire development, implementation and testing process.
• System Analysis: the entire System Analysis (SA) process must be completed and confirmed via the SPOC only. Client management and the SPOC are responsible for providing complete support for fast SA completion.
• Amendments: blueprint amendments will be considered in Phase 1 only if certified by the SPOC and operationally necessary. All other amendments will be addressed in Phase 2, post go-live and receipt of the completion certificate.
• Amendment Types: amendments are classified as Free of Charge (FOC) or Chargeable by mutual agreement with the SPOC. Charges, if applicable, are as per the schedule of charges at https://merciglobal.com/support-system
• UI/UX: MERCI will not entertain any UI/UX change requests to the ERP system during the first phase. Suggestions are welcome, but will be considered only post implementation, in Phase 2, and are subject to approval by the Merciglobal team.
• Project Delivery: refer to Merciglobal's website for complete project workflow details.
• Go-Live Handholding: post go-live, the Merciglobal team provides complete handholding for smooth operations to the customer's team, directly via the project in-charge, for at least 1 month. Thereafter, by mutual agreement between the customer SPOC and the Merciglobal project in-charge, support shifts to the ticket system, ensuring documented support and clear accountability for both teams.
• Accounting, TDS, TCS, GST/VAT integration: Although Merciglobal Cloud ERP has complete inbuilt routines for accounting, TDS, TCS, GST/VAT integration for compliance purposes and for preparation of books of accounts, upto final accounts, the customer or their representatives should direct each and every aspect of posting of accounting entries to ledgers / effects thereof. Since the accounting policies for each unit / company varies as per internal discretion, the responsibility of directing the postings vests with the customer representatives themselves. Merciglobal Cloud ERP team will ensure to provide the postings and compliances as directed.

Operational Manpower & System Usage (Client Responsibility):

• Merciglobal's scope covers system configuration, training as per Section H and go-live handholding as above. It does not include performing day-to-day transaction entry, master-data entry or opening-balance entry in the system on the client's behalf.
• The client shall deploy adequate trained manpower, from its own staff or an external agency engaged at the client's cost, to operate the system, enter transactions and sustain usage after go-live.
• Merciglobal is responsible for the software functioning as per the approved blueprint. It is not responsible for the client's internal adoption, staff compliance, or the completeness and accuracy of data entered by client personnel.
• Beyond the handholding period, the client may opt for extended on-site or remote implementation support (sustained handholding, supervised transaction entry, master-data entry assistance, process adherence monitoring and refresher training) for a mutually agreed duration. This is not included in the quotation and is provided against a separate written work order at Merciglobal's prevailing manpower rates, plus travel, lodging and boarding as per Section I where applicable.
• Merciglobal may render this support through its own personnel or through an external implementation partner / agency engaged and supervised by Merciglobal. In either case, Merciglobal remains the client's single point of contact and is responsible for the deliverables agreed in the work order.
• Deployment of such support is subject to resource availability and requires at least 15 days' advance intimation. Engagements are billable on a monthly or man-day basis as specified in the work order, payable in advance unless otherwise agreed.
• Availing or not availing this support shall not alter the Go-Live date, the payment milestones under Section J, or the AMC start and recurrence dates.

Advance:

Process Analysis:

UAT/Beta/Test release:

Client side testing mechanism:

• During the testing, Customer and Merciglobal team will work hand-in-hand together with the SPOC to get this task of testing completed at client end/premises.
• The execution of this beta/testing phase should be carefully planned for schedules, by both the teams.
• Testings should be completed within 15 days of commencement of this phase.
• SPOC should test as many cycles of the work flow as intended.
• A maximum of 100 test entries per module can be done during this phase.
• Testing requests and confirmations of successful testing of modules shall be marked digitialy only, using the system provided in Merciglobal Cloud ERP.
• Merciglobal team will make any corrections of bugs/errors or ommissions as provided in the blueprint.
• Any change in the submitted system will be accepted as change request only and can be considered only after completion of this phase.
• Any change/revision submitted in the system shall be regulated as per our support policy.
• Successful marking (digitally via automated email) of all the modules will be considered as project handover to the customer.
• Post this handover, training shall be imparted to the customer team as per discussions and mutual agreement of time schedules to be set post this phase.

Project Sign Off:

Purchase order:

Bank Details: