Product Specific Legal Terms – Salesforce Products
English
Last Updated: November 13, 2013
Active Products (alphabetical order)
ActivaLive Chat Operator
Notwithstanding the Agreement, User subscription fees are based on monthly periods that begin on the
subscription start date and each monthly anniversary thereof; therefore, fees for User subscriptions
added in the middle of a monthly period will be charged for that full monthly period and the monthly
periods remaining in the subscription term.
Additional API Calls - 10,000 per day
The Additional API Calls product does not enable API access for Professional Edition. If Customer does
not have API access for Professional Edition and wishes to enable such access, Customer must order the
Web Services API product. The Additional API Calls product increases the permitted number of API calls
for Professional Edition instances that have API access enabled. The Additional API Calls product may
also be purchased to increase the permitted number of API calls where Customer has installed a
salesforce.com partner product that uses the salesforce.com API and such use exceeds the standard API
call limits.
Additional Apps for Force.com One App & Chatter Plus
Additional Apps. Each Additional Apps subscription must be assigned to a User that has an existing
Force.com – One App or Chatter Plus subscription, and a User profile that has access to no more than 1
custom app containing no more than 10 custom objects. Standard objects that an Additional App User
can view within the Service do not count toward the 10-custom-object limit. Customer understands that
the above functionality limitations are contractual in nature (i.e., the number of custom apps or objects
is not limited as a technical matter in the Service) and therefore agrees to strictly monitor its Users' use
of such subscriptions and enforce the limit on the number of custom objects and custom apps. SFDC
may monitor Customer's use of Additional Apps subscriptions at any time through the Service. Should
any monitoring reveal any use of Additional App subscriptions in violation of the above restrictions,
Customer agrees it will pay, within five (5) business days of notice of the results, the difference between
the contract price for Additional Apps subscriptions and the list price for the applicable full Force.com
edition subscriptions, for all of the Additional App subscriptions showing unauthorized use (taken as a
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group), beginning with the date of the first violation through the end of the then current subscription
term. Upon such payment, all such Additional App subscriptions showing unauthorized use will be
converted into the applicable full Force.com edition subscriptions for the remainder of the then current
subscription term.
AppExchange Annual Listing Fee
For purposes of the AppExchange products purchased under this order form, the last paragraph herein
referencing the Master Subscription Agreement shall be null and void. This Order Form for AppExchange
products shall be governed by the applicable AppExchange Partner Agreement (if Company Name is an
AppExchange Partner) or AppExchange Listing Agreement (if Company Name is not an AppExchange
Partner) entered into between Salesforce.com and the Company Name described above. Prices shown
above do not include any taxes that may apply, which are the responsibility of Company Name. Fees
paid are non-refundable.
Upon the expiration of the term described above, the term of the AppExchange Annual Listing Fee
ordered under this order form shall automatically renew for additional periods of one (1) year at the
applicable list price in effect at the time of renewal unless either party gives the other notice of nonrenewal at least 30 days prior to the end of the relevant listing term.
AppExchange Partner Products
For purposes of the AppExchange products purchased under this order form, the last paragraph herein
referencing the Master Subscription Agreement shall be null and void. This Order Form for AppExchange
products shall be governed by the applicable AppExchange Partner Agreement (if Company Name is an
AppExchange Partner) or AppExchange Listing Agreement (if Company Name is not an AppExchange
Partner) entered into between Salesforce.com and the Company Name described above. Prices shown
above do not include any taxes that may apply, which are the responsibility of Company Name. Fees
paid are non-refundable.
Authenticated Sites
Authenticated Sites may be used or accessed only by External Users. "External User" means an
individual who has been supplied a user identification and password by Customer (or by SFDC at
Customer's request) and who is not an employee, principal, contracted staff or other personnel of
Customer. Subject to the foregoing, an External User shall be considered a "User" for purposes of the
Agreement.
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Authenticated Sites (Logins/month)
The pricing above for the Authenticated Sites (Logins/month) product includes the number of User
logins per calendar month specified under Product above times the corresponding number specified
under ""Quantity"" above (the Permitted Number of Monthly Logins). If in any calendar month the
aggregate number of User logins in the applicable Org exceeds three times the Permitted Number of
Monthly Logins, Customer will be charged 1.5 times the per-Login price (based on the Monthly/Unit
Price specified above) for each User login in excess of three times the Permitted Number of Monthly
Logins. If the aggregate number of User logins in the applicable Org exceeds the Permitted Number of
Monthly Logins in each of four consecutive calendar months, Customer will be charged 1.5 times the
per-Login price (based on the Monthly/Unit Price specified above) for each excess User login in such
fourth month and in each consecutive month thereafter in which the aggregate number of User logins in
the Org exceeds the Permitted Number of Monthly Logins. Such additional fees will be charged to
Customer monthly in arrears in accordance with the billing and payment methods specified above.
Unused logins are forfeited at the end of each month and do not roll over to subsequent months. The
beginning and end of each calendar month will conform with U.S. Pacific Time. Salesforce.com will
provision 20 External User subscriptions for each of the Permitted Number of Monthly Logins; subject,
however, to a maximum of 2 million External User subscriptions per Org. Org means a unique instance
of the Service, i.e., a separate set of Customer Data and Customer-specific Service customizations held
by SFDC in a logically separated database (i.e., a database segregated through password-controlled
access).
Authenticated Sites (Named Users)
Salesforce.com will provision a number of External User subscriptions equal to the number of Users
specified under Product above times the corresponding number specified under Quantity above;
subject, however, to a maximum of 2 million External User subscriptions per Org. Orgmeans a unique
instance of the Service, i.e., a separate set of Customer Data and Customer-specific Service
customizations held by SFDC in a logically separated database (i.e., a database segregated through
password-controlled access).
Chatter Answers for Portal User (Logins/month)
Chatter Answers for Portal Users (Logins/month) subscriptions purchased hereunder may only be used
with the following Logins/month portal subscriptions:
Service Cloud Portal (Logins/month)
Customer Portal (1 Login/month)
Customer Portal - Enterprise Administration (1 Login/month)
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Chatter Plus: Professional Edition (Chatter Plus); Enterprise Edition (Chatter Plus); Unlimited Edition
(Chatter Plus)
Chatter Plus. Each Chatter Plus subscription must be assigned to a User profile that has access to no
more than 1 custom app containing no more than 10 custom objects. Standard objects that a Chatter
Plus User can view within the Services do not count toward the 10-custom-object limit. Customer
understands that the above functionality limitations are contractual in nature (i.e., the number of
custom apps or objects is not limited as a technical matter in the Services) and therefore agrees to
strictly monitor its Users' use of such subscriptions and enforce the limit on the number of custom
objects and custom apps. SFDC may monitor Customer's use of Chatter Plus subscriptions at any time
through the Services. Should any monitoring reveal any use of Chatter Plus subscriptions in violation of
the above restrictions, Customer agrees it will pay, within five (5) business days of notice of the results,
the difference between the contract price for such Chatter Plus subscriptions purchased by Customer
and the list price for the applicable full Force.com edition subscriptions, for all of the Chatter Plus
subscriptions showing unauthorized use (taken as a group), beginning with the date of the first violation
through the end of the then current subscription term. Upon such payment, all such Chatter Plus
subscriptions showing unauthorized use will be converted into the applicable full Force.com edition
subscriptions for the remainder of the then current subscription term.
Community Login Language
Subscriptions to Customer Community (Logins/month) or Partner Community (Logins/month) may not
be purchased for use by Customer employees or other personnel of Customer. Each Customer
Community (Logins/month) or Partner Community (Logins/month) subscription entitles 1 User access to
1 community up to the number of log-ins per month ordered. Customer shall assign such User a User
profile or permission set that permits access to no more than 10 custom objects in the applicable
community. Salesforce.com will provision 20 User subscriptions for each of the Permitted Number of
Monthly Logins; subject, however, to the limitations on the aggregate number of User subscriptions per
Org set forth in the User Guide.
Customer understands that the above functionality limitations are contractual in nature (e.g., the
number of custom objects are not limited as a technical matter in the Service) and therefore agrees to
strictly review its Users' use of such subscriptions and enforce the limit on the number of custom
objects. SFDC may review Customer's use of Customer Community (Logins/month) or Partner
Community (Logins/month) subscriptions at any time through the Service.
The pricing above for such products includes the number of User logins per calendar month specified
under “Product” above times the corresponding number specified under ""Quantity"" above (the
“Permitted Number of Monthly Logins”). If in any calendar month the aggregate number of User logins
in the applicable Org exceeds three times the Permitted Number of Monthly Logins, Customer will be
charged 1.5 times the per-Login price (based on the “Monthly/Unit Price” specified above) for each User
login in excess of three times the Permitted Number of Monthly Logins. If the aggregate number of User
logins in the applicable Org exceeds the Permitted Number of Monthly Logins in each of four
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consecutive calendar months, Customer will be charged 1.5 times the per-Login price (based on the
“Monthly/Unit Price” specified above) for each excess User login in such fourth month and in each
consecutive month thereafter in which the aggregate number of User logins in the Org exceeds the
Permitted Number of Monthly Logins. Such additional fees will be charged to Customer monthly in
arrears in accordance with the billing and payment methods specified above. Unused logins are forfeited
at the end of each month and do not roll over to subsequent months. The beginning and end of each
calendar month will conform with U.S. Pacific Time.
Community - Member Community Language
Subscriptions to Customer Community (Member) or Partner Community (Member) may not be
purchased for use by Customer employees or other personnel of Customer. Each Customer Community
(Member) or Partner Community (Member) subscription entitles 1 User access to 1 community.
Customer shall assign such User a User profile or permission set that permits access to no more than 10
custom objects in the applicable community.
Customer understands that the above functionality limitations are contractual in nature (e.g., the
number of custom objects are not limited as a technical matter in the Service) and therefore agrees to
strictly review its Users' use of such subscriptions and enforce the limit on the number of custom
objects. SFDC may review Customer's use of Customer Community (Member) or Partner Community
(Member) subscriptions at any time through the Service.
Company Community
Company Community subscriptions used by Force.com Users will not include access to the Cases object.
Enterprise Edition (Company Community-only)
Each Enterprise Edition (Company Community-only) User subscription entitles such User to Read Only
access to Accounts and Contacts, for the sole purpose of managing such User's cases. A Company
Community User cannot: (A) use Company Community to service or manage cases for other users; (B) be
an individual other than a Customer employee or contractor; or (C) use Company Community to create,
launch or run an external facing community or website. Each Company Community is limited to no more
than 25 custom tabs and 10 custom objects. Customer shall ensure the use restrictions set forth herein
are followed, through User profile or permission set, limiting the number of custom tabs and custom
objects included in the Community to the restrictions herein, etc.
Customer understands that the above use restrictions are contractual in nature (e.g., the number of
custom tabs and custom objects are not limited as a technical matter in the Service) and therefore
agrees to strictly review its Users' use of such subscriptions and enforce such use restrictions. SFDC may
review Customer's use of such subscriptions at any time through the Service.
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Unlimited Edition (Company Community-only)
Each Unlimited Edition (Company Community-only) User subscription entitles such User to Read Only
access to Accounts and Contacts, for the sole purpose of managing such User's cases. A Company
Community User cannot: (A) use Company Community to service or manage cases for other users; (B) be
an individual other than a Customer employee or contractor; or (C) use Company Community to create,
launch or run an external facing community or website. Each Company Community is limited to no more
than 10 custom objects. Customer shall ensure the use restrictions set forth herein are followed,
through User profile or permission set, limiting the number of custom objects included in the
Community to the restrictions herein, etc.
Customer understands that the above use restrictions are contractual in nature (e.g., the number of
custom objects are not limited as a technical matter in the Service) and therefore agrees to strictly
review its Users' use of such subscriptions and enforce such use restrictions. SFDC may review
Customer's use of such subscriptions at any time through the Service.
Performance Edition (Company Community-only)
Each Performance Edition (Company Community-only) User subscription entitles such User to Read Only
access to Accounts and Contacts, for the sole purpose of managing such User's cases. A Company
Community User cannot: (A) use Company Community to service or manage cases for other users; (B) be
an individual other than a Customer employee or contractor; or (C) use Company Community to create,
launch or run an external facing community or website. Each Company Community is limited to no more
than 10 custom objects. Customer shall ensure the use restrictions set forth herein are followed,
through User profile or permission set, limiting the number of custom objects included in the
Community to the restrictions herein, etc.
Customer understands that the above use restrictions are contractual in nature (e.g., the number of
custom objects are not limited as a technical matter in the Service) and therefore agrees to strictly
review its Users' use of such subscriptions and enforce such use restrictions. SFDC may review
Customer's use of such subscriptions at any time through the Service.
Custom Code Maintenance
Custom Code Maintenance. SFDC will use commercially reasonable efforts to diagnose and resolve
issues, including fixing bugs, with custom Apex code that was written and deployed by SFDC Professional
Services under a Professional Services Agreement and Statement of Work entered into by the parties
prior to the order start date above ("Custom Code"). Custom Code Maintenance is provided as an addon to Premier Support + Administration and is priced as provided in the Contract Special Terms section
of this Order Form.
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Customer Portal - Enterprise Administration - Usage Based Add-on User
Customer Portal Enterprise Administration Usage Based Add-on User. The Downstream Customer User
subscriptions under this Order Form are being provisioned at no charge for Customer's Customer Portal
Enterprise Administration Usage Based product. The provisioning of such additional Downstream
Customer User subscriptions does not entitle Customer to additional User logins over the amount of
purchased User logins.
Customer Portal - Enterprise Administration (1 Login/month)
Customer Portal (1 Login/month). The pricing above for the Customer Portal (1 Login/month) product
includes the corresponding number of User logins per calendar month specified under "Quantity" above.
If in any calendar month the Customer Org exceeds its aggregate monthly User login quantity by a
number that is greater than three times the purchased number of User logins, Customer will be charged
1.5 times the Monthly Price or Monthly Sales Price for each User login in excess of three times the
purchased number of User logins. If the Customer Org exceeds its aggregate monthly User login
quantity in four consecutive calendar months, starting on such fourth month (and for each month
thereafter until Customer is not exceeding its monthly User login quantity) Customer will be charged 1.5
times the Monthly Price or Monthly Sales Price for each excess User login. Such additional fees will be
charged to Customer monthly in arrears through the billing or payment method specified above. Unused
logins are forfeited at the end of each month and do not roll over to subsequent months. The beginning
and end of each calendar month will conform with U.S. Pacific Time. For each User login purchased
under Quantity, 10 Downstream Customer User subscriptions will be provisioned, up to a maximum of
500,000 Downstream Customer User subscriptions per Org. Orgmeans a unique instance of the Service,
i.e., a separate set of Customer Data and Customer-specific Service customizations held by SFDC in a
logically separated database (i.e., a database segregated through password-controlled access).
Customer Portal - Enterprise Administration (1 Login/month)
The Customer Portal may be used or accessed only by Downstream Customer Users, and not by
employees or other personnel of Customer. "Downstream Customer" means a third-party legal entity
which is a customer, and is not an affiliate, of Customer. "Downstream Customer User" means an
employee, contractor or agent of a Downstream Customer who has been supplied a user identification
and password by Customer (or by SFDC at Customer's request). Subject to the foregoing, a Downstream
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Customer User shall be considered a "User" for purposes of the Agreement. Customers’ partners may
not use or access the Customer Portal unless they are also customers of Customer; in such case they
may access the Customer Portal only for customer activities and not for partner activities.
Customer Portal - Enterprise Administration (Named User)
The Customer Portal may be used or accessed only by Downstream Customer Users, and not by
employees or other personnel of Customer. "Downstream Customer" means a third-party legal entity
which is a customer, and is not an affiliate, of Customer. "Downstream Customer User" means an
employee, contractor or agent of a Downstream Customer who has been supplied a user identification
and password by Customer (or by SFDC at Customer's request). Subject to the foregoing, a Downstream
Customer User shall be considered a "User" for purposes of the Agreement. Customer’s partners may
not use or access the Customer Portal unless they are also customers of Customer; in such case they
may access the Customer Portal only for customer activities and not for partner activities. For each User
login purchased under Quantity above, 1 Downstream Customer User subscription will be provisioned,
up to a maximum of 500,000 Downstream Customer User subscriptions per Org. Orgmeans a unique
instance of the Service, i.e., a separate set of Customer Data and Customer-specific Service
customizations held by SFDC in a logically separated database (i.e., a database segregated through
password-controlled access).
Customer Portal - Usage Based Add-on User
Customer Portal – Usage Based Add-on User. The Downstream Customer User subscriptions under this
Order Form are being provisioned at no charge for Customer’s Customer Portal – Usage Based product.
The provisioning of such additional Downstream Customer User subscriptions does not entitle Customer
to additional User logins over the amount of purchased User logins.
Customer Success Executive
Customer is purchasing the services, as described below, of a Customer Success Executive (CSE) under
this Order Form during the 12 month period following the Order Start date set forth in this Order Form.
Such services will be provided Monday through Friday, during the hours of 9 a.m. to 5 p.m. in the time
zone where the CSE is located, excepting holidays recognized by salesforce.com and paid time off (e.g.,
vacation, sick time) in accordance with salesforce.coms PTO policies. The CSE will advise Customer on
topics which may include, without limitation, vision, strategy and best practices for deployment of SFDC
products; increasing adoption of SFDC products; sponsorship and governance of SFDC product
implementations; and metrics for measuring the effectiveness of SFDC product deployments. Fees paid
for CSE services may be applied only to CSE activities and not toward the purchase of any other SFDC
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product or service (including without limitation product subscriptions, support or professional services).
The purchase of CSE services is non-cancelable and fees paid are nonrefundable. CSE hours do not
include travel or related expenses; any such expenses incurred by a CSE in performing services for
Customer will be invoiced to and reimbursed by Customer.
Data Residency Option (DRO)
General. The Salesforce Data Residency Option software product (“DRO”) shall be considered part of
the Services for purposes of the Master Subscription Agreement, subject to the following. DRO is a
downloadable software product and not a hosted, Web-based service. SFDC grants to Customer a
limited-term, nonexclusive, nontransferable (except in accordance with the assignment provisions in the
Master Subscription Agreement) license to install DRO on one or more computers located at the
Customer's premises, and to use and permit the use of DRO for Customer's business purposes, subject
to the restrictions (including, for example, the number of authorized Users) and terms and conditions in
this Order Form and in the Master Subscription Agreement. DRO and the requisite DRO 24x7 Support
are provided on a subscription basis. Because DRO is not hosted by SFDC, any terms in an agreement
between Customer and SFDC that pertain to SFDC’s hosting infrastructure (including, for example, terms
concerning availability, security or disaster recovery) shall not apply to DRO. Use of DRO may result in
the degradation of certain Service features and functionality, including, for example, operations where
data is processed by SFDC before it can be decrypted by the DRO proxy, certain data fields, certain client
applications, advanced search features, data migration, certain AppExchange applications, and longer
search and response times.
Delivery. DRO is deemed delivered to Customer once SFDC makes DRO available to Customer for
download in accordance with the instructions available at
https://help.salesforce.com/HTViewHelpDoc?id=dro_initial_setup.htm&language=en_US
<https://help.salesforce.com/HTViewHelpDoc?id=dro_initial_setup.htm&language=en_US> after
execution of this Order Form. DRO will not be shipped to Customer on tangible media.
Oracle Instant Client Libraries. Oracle Instant Client Libraries (“OIC Libraries”) may be bundled into
Customer’s download of DRO. OIC Libraries are not part of DRO or any other Service.
NOTWITHSTANDING ANYTHING TO THE CONTRARY IN THE MASTER SUBSCRIPTION AGREEMENT OR ANY
OTHER AGREEMENT BETWEEN CUSTOMER AND SFDC OR ANY THIRD PARTY, OIC LIBRARIES ARE
PROVIDED “AS IS,” WITH NO WARRANTY, SUPPORT, UPDATES, INDEMNITY, OR COMMITMENT
REGARDING AVAILABILITY OR SECURITY, OF ANY KIND WHATSOEVER. OIC Libraries are licensed subject
to the following terms required by Oracle Corporation (“Licensor”): (a) if Customer grants a security
interest in the OIC Libraries, the secured party has no right to use or transfer the OIC Libraries; (b)
Customer may not copy the OIC Libraries except for a sufficient number of copies of each OIC Library for
Customer’s licensed use of DRO and one copy of each OIC Library media; (c) to the extent permitted by
applicable law, Licensor’s liability for any damages, whether direct, indirect, incidental, or consequential,
arising from the use of DRO or the OIC Libraries is disclaimed; (d) upon termination of Customer’s DRO
subscription, Customer will discontinue use and destroy all copies of the OIC Libraries and related
documentation; (e) Customer will not publish any results of benchmark tests run on the OIC Libraries;
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(e) salesforce.com <http://salesforce.com> <http://salesforce.com> or its designee may audit
Customer's use of the OIC Libraries upon reasonable notice; (f) Licensor is a third-party beneficiary of
this Order Form to the extent it pertains to the OIC Libraries; (g) Customer may terminate its license for
the OIC Libraries by destroying all copies of the OIC Libraries, and Licensor may terminate Customer’s
license for the OIC Libraries if Customer fails to comply with any of the terms of this Order Form or the
Master Subscription Agreement applicable to the OIC Libraries, in which case Customer shall destroy all
copies of the OIC Libraries; (h) Customer’s license for the OIC Libraries shall not be subject to the
Uniform Computer Information Transactions Act; and (i) "Open Source" software – defined as software
available without charge for use, modification and distribution – is often licensed under terms that
require the user to make the user's modifications to the Open Source software or any software that the
user “combines” with the Open Source software freely available in source code form. If Customer uses
Open Source software in conjunction with the OIC Libraries, Customer shall ensure that such use does
not create or purport to create obligations of Licensor with respect to the OIC Libraries, or grant or
purport to grant to any third party any rights to or immunities under Licensor’s intellectual property or
proprietary rights in the OIC Libraries. For example, Customer may not develop a software program
using an OIC Library and an Open Source program where such use results in a program file(s) that
contains code from both the OIC Library and the Open Source program (including without limitation
libraries) if the Open Source program is licensed under a license that requires any "modifications" be
made freely available. Customer also may not combine the OIC Libraries with programs licensed under
the GNU General Public License ("GPL") in any manner that could cause, or could be interpreted or
asserted to cause, the OIC Libraries or any modifications thereto to become subject to the terms of the
GPL.
Pre-Requisite Systems. SFDC has identified certain third-party hardware and software, not bundled into
Customer’s download of DRO, that is required for installation and use of DRO (“Pre-Requisite Systems”).
Pre-Requisite Systems are not part of DRO or any other Service, and are not provided or delivered by
SFDC. Any assistance provided by SFDC in installing Pre-Requisite Systems will be done by SFDC as
Customer’s agent for the limited purpose of the installation. Customer is solely responsible for PreRequisite Systems and the OIC Libraries.
Data Residency Option (DRO) – Premier Support
Premier Support for DRO allows Customer to access to 24 X 7 technical support for Data Residency
Option (DRO) during the Premier Support for DRO subscription term. Premier Support for DRO is
subject to the supplemental terms and restrictions at
http://www.sfdcstatic.com/assets/pdf/misc/Premier_Support_for_DRO.pdf. By signing or accepting this
Order Form, Customer acknowledges that it has reviewed and accepts those supplemental terms and
conditions.
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Data.com Corporate Clean
Customer acknowledges that the pricing provided hereunder for Data.com Corporate Clean is based on
factors such as the number of User subscriptions being purchased, the agreed upon Order Term and in
some cases, the number of Records existing in Customer’s Org. Any renewal pricing shall accordingly be
negotiated in good faith to take into account such factors as they exist at the time of renewal.
THEREFORE, ANY RENEWAL PRICE PROTECTION EXTENDED TO OTHER PRODUCTS OR SERVICES UNDER
THIS ORDER FORM OR TO THIS ORDER FORM IN GENERAL SHALL NOT APPLY TO THE DATA.COM
CORPORATE CLEAN SUBSCRIPTIONS HEREUNDER UNLESS THE PARTIES EXPRESSLY AGREE THAT SUCH
RENEWAL PRICE PROTECTION APPLIES TO THE DATA.COM CORPORATE CLEAN SUBSCRIPTIONS
HEREUNDER. “Org” means a unique instance of the SFDC Services (i.e., salesforce CRM) through which
the Data.com Services are accessed.
Data.com Governing Terms of Use. Notwithstanding anything to the contrary herein, this Data.com
Service shall be governed by (i) the master subscription agreement (MSA) specifically for Data.com
Services, the MSA which incorporates an Addendum specifically for Data.com Services or the
consolidated MSA which expressly permits the ordering of all salesforce.com services (including
Data.com Services), whichever is in effect; or (ii) to the extent the parties have not entered into an MSA
described above, the online MSA for Data.com Services at
http://www.salesforce.com/company/agreements/datadotcom/. Further, all access to and use of Dun
& Bradstreet data by Customer through this Data.com Service shall also be subject to the Order Form
Supplement for Dun & Bradstreet Data at
http://www.salesforce.com/assets/pdf/misc/salesforce_DB_Order_Form_Supp.pdf, which is hereby
made a part of this Order Form.
Data.com Corporate Prospector
Data.com Governing Terms of Use. Notwithstanding anything to the contrary herein, this Data.com
Service shall be governed by (i) the master subscription agreement (MSA) specifically for Data.com
Services, the MSA which incorporates an Addendum specifically for Data.com Services or the
consolidated MSA which expressly permits the ordering of all salesforce.com services (including
Data.com Services), whichever is in effect; or (ii) to the extent the parties have not entered into an MSA
described above, the online MSA for Data.com Services at
http://www.salesforce.com/company/agreements/datadotcom/. Further, all access to and use of Dun
& Bradstreet data by Customer through this Data.com Service shall also be subject to the Order Form
Supplement for Dun & Bradstreet Data at
http://www.salesforce.com/assets/pdf/misc/salesforce_DB_Order_Form_Supp.pdf, which is hereby
made a part of this Order Form.
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Data.com Corporate Records Additional
Data.com Corporate Records Additional shall be made available for designation within one (1) business
day following the applicable Order Start Date and shall expire on the earlier of the applicable Order End
Date hereunder, or the Order End Date of Customer’s underlying Data.com subscriptions.
Notwithstanding anything to the contrary, Record Credits purchased hereunder shall have fees invoiced
entirely upfront and in advance.
Data.com Governing Terms of Use. Notwithstanding anything to the contrary herein, this Data.com
Service shall be governed by (i) the master subscription agreement (MSA) specifically for Data.com
Services, the MSA which incorporates an Addendum specifically for Data.com Services or the
consolidated MSA which expressly permits the ordering of all salesforce.com services (including
Data.com Services), whichever is in effect; or (ii) to the extent the parties have not entered into an MSA
described above, the online MSA for Data.com Services at
http://www.salesforce.com/company/agreements/datadotcom/. Further, all access to and use of Dun
& Bradstreet data by Customer through this Data.com Service shall also be subject to the Order Form
Supplement for Dun & Bradstreet Data at
http://www.salesforce.com/assets/pdf/misc/salesforce_DB_Order_Form_Supp.pdf, which is hereby
made a part of this Order Form.
Data.com Premium Clean
Customer acknowledges that the pricing provided hereunder for Data.com Premium Clean is based on
factors such as the number of User subscriptions being purchased, the agreed upon Order Term and in
some cases, the number of Records existing in Customer’s Org. Any renewal pricing shall accordingly be
negotiated in good faith to take into account such factors as they exist at the time of renewal.
THEREFORE, ANY RENEWAL PRICE PROTECTION EXTENDED TO OTHER PRODUCTS OR SERVICES UNDER
THIS ORDER FORM OR TO THIS ORDER FORM IN GENERAL SHALL NOT APPLY TO THE DATA.COM
PREMIUM CLEAN SUBSCRIPTIONS HEREUNDER UNLESS THE PARTIES EXPRESSLY AGREE THAT SUCH
RENEWAL PRICE PROTECTION APPLIES TO THE DATA.COM PREMIUM CLEAN SUBSCRIPTIONS
HEREUNDER. “Org” means a unique instance of the SFDC Services (i.e., salesforce CRM) through which
the Data.com Services are accessed.
Data.com Governing Terms of Use. Notwithstanding anything to the contrary herein, this Data.com
Service shall be governed by (i) the master subscription agreement (MSA) specifically for Data.com
Services, the MSA which incorporates an Addendum specifically for Data.com Services or the
consolidated MSA which expressly permits the ordering of all salesforce.com services (including
Data.com Services), whichever is in effect; or (ii) to the extent the parties have not entered into an MSA
described above, the online MSA for Data.com Services at
http://www.salesforce.com/company/agreements/datadotcom/. Further, all access to and use of Dun
& Bradstreet data by Customer through this Data.com Service shall also be subject to the Order Form
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Salesforce.com Internal Use Only
Supplement for Dun & Bradstreet Data at
http://www.salesforce.com/assets/pdf/misc/salesforce_DB_Order_Form_Supp.pdf, which is hereby
made a part of this Order Form.
Data.com Premium Prospector
Data.com Governing Terms of Use. Notwithstanding anything to the contrary herein, this Data.com
Service shall be governed by (i) the master subscription agreement (MSA) specifically for Data.com
Services, the MSA which incorporates an Addendum specifically for Data.com Services or the
consolidated MSA which expressly permits the ordering of all salesforce.com services (including
Data.com Services), whichever is in effect; or (ii) to the extent the parties have not entered into an MSA
described above, the online MSA for Data.com Services at
http://www.salesforce.com/company/agreements/datadotcom/. Further, all access to and use of Dun
& Bradstreet data by Customer through this Data.com Service shall also be subject to the Order Form
Supplement for Dun & Bradstreet Data at
http://www.salesforce.com/assets/pdf/misc/salesforce_DB_Order_Form_Supp.pdf, which is hereby
made a part of this Order Form.
Data.com Premium Records Additional
Data.com Premium Records Additional shall be made available for designation within one (1) business
day following the applicable Order Start Date and shall expire on the earlier of the applicable Order End
Date hereunder, or the Order End Date of Customer’s underlying Data.com subscriptions.
Notwithstanding anything to the contrary, Record Credits purchased hereunder shall have fees invoiced
entirely upfront and in advance.
Data.com Governing Terms of Use. Notwithstanding anything to the contrary herein, this Data.com
Service shall be governed by (i) the master subscription agreement (MSA) specifically for Data.com
Services, the MSA which incorporates an Addendum specifically for Data.com Services or the
consolidated MSA which expressly permits the ordering of all salesforce.com services (including
Data.com Services), whichever is in effect; or (ii) to the extent the parties have not entered into an MSA
described above, the online MSA for Data.com Services at
http://www.salesforce.com/company/agreements/datadotcom/. Further, all access to and use of Dun
& Bradstreet data by Customer through this Data.com Service shall also be subject to the Order Form
Supplement for Dun & Bradstreet Data at
http://www.salesforce.com/assets/pdf/misc/salesforce_DB_Order_Form_Supp.pdf, which is hereby
made a part of this Order Form.
Data.com Services – QuickStart
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Salesforce.com Internal Use Only
The Data.com Services – QuickStart service authorizes SFDC to assign a consultant to assist Customer on
the implementation of purchased Data.com Services that interoperate with Customer’s salesforce.com
CRM. The Data.com Services - QuickStart is not designed to be a comprehensive implementation. This
service authorizes Customer to prioritize the consultant's time on various aspects of its Data.com
Services deployment. The Data.com Services - QuickStart is intended to be a remote service not to
exceed 3 business days. In the event on-site service is required, travel & expenses will be billed as
provided for in the Supplemental Terms and Restrictions referenced hereunder. Timely and successful
completion of this service requires ongoing collaboration and cooperation between SFDC and Customer.
The Data.com Services - QuickStart must be completed within 30 days after the Order Start Date. In the
event additional time or resources are needed to complete the project for reasons other than delays by
SFDC, then Customer may be required to purchase additional Data.com Services. The Data.com Services
- QuickStart service involves service specific configuration, consultant recommendations for potential
enhancements to Customer’s salesforce.com CRM instance, and scenario-based training (for up to 5
users). The short duration of the Data.com Services - QuickStart will limit the amount of functionality
and customizations that can be deployed during the allotted time. The Data.com Services - QuickStart is
not designed to support advanced functionality. Notwithstanding anything to the contrary below, the
Data.com Services – Quickstart is exclusively governed by the Supplemental Terms and Restrictions at
http://www.salesforce.com/assets/pdf/misc/Contract_Terms.pdf. By signing or accepting this Order
Form, Customer acknowledges that it has reviewed and accepts those Supplemental Terms and
Conditions.
Database.com - Lite Users
Salesforce.com will provision a number of External User subscriptions equal to the number of Users
specified under Product above times the corresponding number specified under Quantity above;
subject, however, to a maximum of 2 million External User subscriptions per Org. Orgmeans a unique
instance of the Service, i.e., a separate set of Customer Data and Customer-specific Service
customizations held by SFDC in a logically separated database (i.e., a database segregated through
password-controlled access).
Database.com Users
The functionality that is included with the Database.com subscriptions purchased by Customer
hereunder is as described in the User Guide. Workflow functionality may only be used for field updates
and outbound messages.
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Salesforce.com Internal Use Only
Dreamforce ‘14 Pass
Once online registration for Dreamforce ‘14 is live, Customer will be issued a promotional code which
the registrant must use to register for Dreamforce ‘14 online via www.salesforce.com/dreamforce.
Payment of Dreamforce ’14 fees is due no later than the start date of the conference or as specified in
this Order Form. Full payment of fees is required to gain access to the conference.
If salesforce.om receives a cancellation in writing at the Dreamforce ‘14 registration headquarters
before 12:00 pm Pacific time on Friday, September 12, 2014, Customer will receive a full refund for fees
paid. If salesforce.com receives a cancellation after 12:00 pm Pacific time on Friday, September 12,
2014, and before 12:00 pm Pacific Time on Friday, September 26, 2014, Customer will receive a 50%
refund for fees paid. If salesforce.com receives a cancellation after 12:00 pm Pacific time on Friday,
September 26, 2014, Customer will forfeit the entire conference fee. Dreamforce ‘14 registration
headquarters will send cancellation confirmations to the email address listed on the registration form.
The above cancellation policy also applies to registration fees for all classes and events offered as part
of Dreamforce ‘14. If a registrant is unable to attend Dreamforce ‘14, she/he may transfer her/his
registration to another person by sending an email to [email protected] with the new
attendee's name and contact information no later than 12:00 pm Pacific time on Friday, October 10,
2014. The pricing in this Order Form for Dreamforce ‘14 is one-time, and applies to this Order Form only
and not to any subsequent orders for Dreamforce ‘14 passes, notwithstanding anything to the contrary
in the Master Subscription Agreement between Customer andsalesforce.com. Dreamforce ‘14
promotions and discounts cannot be combined with any other offers. Dreamforce ‘14 conference fees
paid may only be used to attend the Dreamforce ‘14 conference and may not be applied toward the
purchase of any other products or services.
Entitlements
The Entitlements Add-On product subscription hereunder is provided as an accommodation to
Customer. This accommodation does not constitute a subscription for the salesforce.com Service Cloud
product, and Customer acknowledges that it is does not currently subscribe to and is not currently
entitled to receive the Service Cloud product. Customer will not receive Service Cloud product updates
unless Customer purchases a subscription for the Service Cloud product.
Force.com – Enterprise Application
Subject to the restrictions below, each Force.com - Enterprise Applications subscription entitles 1 User
access to Force.com – Enterprise Applications with up to 10 custom objects and 10 custom tabs.
Customer shall assign such User a User profile or permission set that permits access to no more than 10
custom objects and 10 custom tabs, per Enterprise Applications subscription.
Customer understands that the above functionality limitations are contractual in nature (e.g., the
number of custom objects and tabs are not limited as a technical matter in the Service) and therefore
agrees to strictly review its Users' use of such subscriptions and enforce the limit on the number of
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Salesforce.com Internal Use Only
custom objects and tabs. SFDC may review Customer's use of Force.com – Enterprise Applications
subscriptions at any time through the Service.
Force.com - Enterprise Edition (Administrator); Force.com - Unlimited Edition (Administrator)
The Salesforce for Force.com Administration Product may not be accessed or used to enter, view or
modify Leads, Opportunities, Products, Forecasts, Cases, Solutions or Campaigns. Customer understands
that these functionality limitations are contractual in nature (i.e., the functionality itself has not been
disabled as a technical matter in the application) and therefore agrees to strictly monitor Users' use of
such subscriptions and enforce the applicable restrictions. SFDC may audit Customer's use of the
Salesforce for Force.com Administration Product subscription licenses at any time through the Service.
Should any audit reveal unauthorized use of the Salesforce Service, SFDC will so notify Customer in
writing (email permitted). If a subsequent audit reveals unauthorized use of the Salesforce Service,
Customer agrees it will pay, within five (5) business days of notice of the audit results, the difference
between (a) SFDC's list price for Enterprise Edition, or Unlimited Edition, as applicable based upon the
type of Service edition in Customer's applicable Org, in effect at the time of such notice and (b) the
amount paid by Customer for the Salesforce Service subscription licenses showing unauthorized use.
Force.com – Light Application
Subject to the restrictions below, each Force.com - Light Applications entitles 1 User access to
Force.com – Light Applications with up to 10 custom objects and 10 custom tabs. Customer shall assign
such User a User profile or permission set that permits access to no more than 10 custom objects and 10
custom tabs, per Light Application subscription. Customer shall not utilize the following functionality in
its Force.com – Light Applications: Sharing model, Read/Write Access to Accounts and Contacts, Bulk API
and Streaming API.
Customer understands that the above functionality limitations are contractual in nature (e.g., the
number of custom objects and tabs are not limited as a technical matter in the Service) and therefore
agrees to strictly review its Users' use of such subscriptions and enforce the limit on the number of
custom objects and tabs. SFDC may review Customer's use of Force.com – Light Applications
subscriptions at any time through the Service.
Force.com – (Light Apps - Restricted Use)
The Force.com (Light Apps Restricted Use) subscriptions ordered hereunder are Restricted Use
Subscriptions, subject to the terms set forth in the Contract Special Terms section above ("Contract
Special Terms") and herein. Restricted Use Subscriptions: (i) shall permit access by each User for whom
a subscription is purchased to Light Applications containing no more than: (A) the number of custom
objects set forth in the Contract Special Terms, or if not set forth otherwise in the Contract Special
Terms, 10 custom objects; and (B) the number of custom tabs set forth in the Contract Special Terms, or
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Salesforce.com Internal Use Only
if not set forth otherwise in the Contract Special Terms, 10 custom tabs; and (ii) exclude access to the
following functionality: Sharing model, Read/Write Access to Accounts and Contacts, Bulk API and
Streaming API.
Customer understands that the above functionality limitations are contractual in nature (e.g., the
functionality and number of custom objects and tabs are not limited as a technical matter in the Service)
and therefore agrees to strictly review its Users' use of such subscriptions and enforce the limits on
functionality and number of custom objects and tabs. SFDC] may review Customer's use of [Force.com
(Light Apps Restricted Use)] subscriptions at any time through the Service.
Force.com - (Enterprise Apps - Restricted Use)
The Force.com – (Enterprise Apps Restricted Use) subscriptions ordered hereunder are Restricted Use
Subscriptions, subject to the terms set forth in the Contract Special Terms section above ("Contract
Special Terms") and herein. Restricted Use Subscriptions shall permit access by each User for whom a
subscription is purchased to Enterprise Applications containing no more than: (A) the number of custom
objects set forth in the Contract Special Terms, or if not set forth otherwise in the Contract Special
Terms, 10 custom objects; and (B) the number of custom tabs set forth in the Contract Special Terms, or
if not set forth otherwise in the Contract Special Terms, 10 custom tabs.
Customer understands that the above functionality limitations are contractual in nature (e.g., the
functionality and number of custom objects and tabs are not limited as a technical matter in the Service)
and therefore agrees to strictly review its Users' use of such subscriptions and enforce the limits on
functionality and number of custom objects and tabs. SFDC may review Customer's use of Force.com
(Enterprise Apps Restricted Use) subscriptions at any time through the Service.
Force.com Platform for One Partner Application
Each Force.com Platform for One Partner Application subscription must be assigned to a User profile
that has access to no more than one partner application. The Force.com Platform for One Partner
Application license may only utilize the number of custom objects required to deliver the partner
application. Customer may not increase the number of custom objects beyond that provided in the
partner application. Customer understands that the above functionality limitations are contractual in
nature (i.e., the number of custom objects is not limited as a technical matter in the Service) and
therefore agrees to strictly monitor its Users' use of such subscriptions and enforce the limit on the
number of custom objects. SFDC may audit Customer's use of Force.com Platform for One Partner
Application subscriptions at any time through the Service. Should any audit reveal any use of Force.com
Platform for One Partner Application subscriptions in violation of the above restrictions, Customer
agrees it will pay, within five (5) business days of notice of the audit results, the difference between the
contract price for Force.com Platform for One Partner Application and the list price for full Force.com
<http://Force.com> Edition subscriptions, for all of the Force.com Platform for One Partner Application
subscriptions showing unauthorized use (taken as a group), beginning with the date of the first violation
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Salesforce.com Internal Use Only
through the end of the then current subscription term. Upon such payment, all such Force.com Platform
for One Partner Application subscriptions showing unauthorized use will be converted into full
Force.com <http://Force.com> Edition subscriptions for the remainder of the then current subscription
term.
Glovia Order Management
The Glovia Order Management product, a product of Glovia International, Inc., is provided under the
SFDC online Master Subscription Agreement at http://www.salesforce.com/company/msa.jsp, provided,
however, SFDC's aggregate liability related to the Glovia Order Management Product shall in no case
exceed the fees paid by Customer to SFDC for the Glovia Order Management Product. Please contact
Glovia International, Inc., at [email protected], with any questions, issues or support needs concerning
this product. Salesforce.com does not provide support for this product.
Heroku – 1 Dyno
Notwithstanding any master subscription agreement (“MSA”) between SFDC and Customer, Customer’s
purchase and use of Heroku – 1 Dyno is solely governed by the Heroku Terms of Service at
http://policy.heroku.com/20120116_salesforce_heroku_msa.html and the following additional terms
and conditions. Heroku – 1 Dyno is not part of the SFDC Service, and the maintenance and support of
the Heroku – 1 Dyno is solely as set forth in the Heroku Terms of Service. If in any calendar month,
Customer exceeds its permitted Dyno hours, SFDC reserves the right to charge Customer list price for
each Dyno hour consumed in excess of the permitted Dyno hours. Such additional fees will be charged
to Customer monthly in arrears via the billing or payment method specified above. Unused Dyno hours
are forfeited at the end of each month and do not roll over to subsequent months. The beginning and
end of each calendar month will conform with U.S. Pacific Time. Descriptions of the features,
functionality and support included with Heroku – 1 Dyno type are available at: https://sfdcassets.s3.amazonaws.com/TermsofDynos_Addons_EnterpriseSupport.pdf
Heroku - 1,000 Add-on Credit
Notwithstanding any master subscription agreement (“MSA”) between SFDC and Customer, Customer’s
purchase and use of Heroku - 1,000 Add-on Credit is solely governed by the Heroku Terms of Service at
http://policy.heroku.com/20120116_salesforce_heroku_msa.html and the following additional terms
and conditions. The Heroku - 1,000 Add-on Credit is not part of the SFDC Service, and the maintenance
and support of the Heroku - 1,000 Add-on Credit is solely as set forth in the Heroku Terms of Service.
The Heroku - 1,000 Add-on Credit includes 1,000 Add-on Credit per calendar month. If in any calendar
month, Customer exceeds its permitted Add-on Credits, SFDC reserves the right to charge Customer list
price for each Add-on consumed in excess of the permitted Add-on Credits. Such additional fees will be
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Salesforce.com Internal Use Only
charged to Customer monthly in arrears via the billing or payment method specified above. Unused
Add-on Credits are forfeited at the end of each month and do not roll over to subsequent months. The
beginning and end of each calendar month will conform with U.S. Pacific Time. Descriptions of the
features, functionality and support included with each Add-on Credit are available at: https://sfdcassets.s3.amazonaws.com/TermsofDynos_Addons_EnterpriseSupport.pdf
Heroku - 5,000 Enterprise Dyno Hours
Notwithstanding any master subscription agreement (“MSA”) between SFDC and Customer, Customer’s
purchase and use of Heroku - 5,000 Enterprise Dyno Hours is solely governed by the Heroku Terms of
Service at http://policy.heroku.com/20120116_salesforce_heroku_msa.html and the following
additional terms and conditions. The Heroku - 5,000 Enterprise Dyno Hours is not part of the SFDC
Service, and the maintenance and support of the Heroku - 5,000 Enterprise Dyno Hours is solely as set
forth in the Heroku Terms of Service. The Heroku - 5,000 Enterprise Dyno Hours includes 5,000
Enterprise Dyno Hours per calendar month. If in any calendar month, Customer exceeds its permitted
Dyno hours or Add-on credits, SFDC reserves the right to charge Customer list price for each Dyno hour
or Add-on consumed in excess of the permitted Dyno hours or Add-on credits. Such additional fees will
be charged to Customer monthly in arrears via the billing or payment method specified above. Unused
Dyno hours or Add-on credits are forfeited at the end of each month and do not roll over to subsequent
months. The beginning and end of each calendar month will conform with U.S. Pacific Time. Descriptions
of the features, functionality and support included with each Dyno type are available at:
http://www.salesforce.com/assets/pdf/misc/Heroku-Packages.pdf.
Heroku - 12,500 Scalable Dyno Hours
Notwithstanding any master subscription agreement (“MSA”) between SFDC and Customer, Customer’s
purchase and use of Heroku - 12,500 Scalable Dyno Hours is solely governed by the Heroku Terms of
Service at http://policy.heroku.com/20120116_salesforce_heroku_msa.html and the following
additional terms and conditions. The Heroku - 12,500 Scalable Dyno Hours is not part of the SFDC
Service, and the maintenance and support of the Heroku - 12,500 Scalable Dyno Hours is solely as set
forth in the Heroku Terms of Service. The Heroku - 12,500 Scalable Dyno Hours includes 12,500 Scalable
Dyno Hours per calendar month. If in any calendar month, Customer exceeds its permitted Dyno hours
or Add-on credits, SFDC reserves the right to charge Customer list price for each Dyno hour or Add-on
consumed in excess of the permitted Dyno hours or Add-on credits. Such additional fees will be charged
to Customer monthly in arrears via the billing or payment method specified above. Unused Dyno hours
or Add-on credits are forfeited at the end of each month and do not roll over to subsequent months.
The beginning and end of each calendar month will conform with U.S. Pacific Time. Descriptions of the
features, functionality and support included with each Dyno type are available at:
http://www.salesforce.com/assets/pdf/misc/Heroku-Packages.pdf.
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Salesforce.com Internal Use Only
Heroku Intro
Notwithstanding any master subscription agreement (“MSA”) between SFDC and Customer, Customer’s
purchase and use of Heroku Intro Package is solely governed by the Heroku Terms of Service at
http://policy.heroku.com/20120116_salesforce_heroku_msa.html and the following additional terms
and conditions. The Heroku Intro Package is not part of the SFDC Service, and the maintenance and
support of the Heroku Intro Package is solely as set forth in the Heroku Terms of Service. The Heroku
Intro Package includes 10,000 Scalable Dyno hours and $1,000 Add-on credits per calendar month. If in
any calendar month, Customer exceeds its permitted Dyno hours or Add-on credits, SFDC reserves the
right to charge Customer list price for each Dyno hour or Add-on consumed in excess of the permitted
Dyno hours or Add-on credits. Such additional fees will be charged to Customer monthly in arrears via
the billing or payment method specified above. Unused Dyno hours or Add-on credits are forfeited at
the end of each month and do not roll over to subsequent months. The beginning and end of each
calendar month will conform with U.S. Pacific Time. Descriptions of the features, functionality and
support included with each Dyno type are available at:
http://www.salesforce.com/assets/pdf/misc/Heroku-Packages.pdf.
Heroku Large
Notwithstanding any master subscription agreement (“MSA”) between SFDC and Customer, Customer’s
purchase and use of Heroku Large Package is solely governed by the Heroku Terms of Service at
http://policy.heroku.com/20120116_salesforce_heroku_msa.html and the following additional terms
and conditions. The Heroku Large Package is not part of the SFDC Service, and the maintenance and
support of the Heroku Large Package is solely as set forth in the Heroku Terms of Service. The Heroku
Large Package includes 120,000 Enterprise Dyno hours and $15,000 Add-on credits per calendar month.
If in any calendar month, Customer exceeds its permitted Dyno hours or Add-on credits, SFDC reserves
the right to charge Customer list price for each Dyno hour or Add-on consumed in excess of the
permitted Dyno hours or Add-on credits. Such additional fees will be charged to Customer monthly in
arrears via the billing or payment method specified above. Unused Dyno hours or Add-on credits are
forfeited at the end of each month and do not roll over to subsequent months. The beginning and end
of each calendar month will conform with U.S. Pacific Time. Descriptions of the features, functionality
and support included with each Dyno type are available at:
http://www.salesforce.com/assets/pdf/misc/Heroku-Packages.pdf.
Heroku Medium
Notwithstanding any master subscription agreement (“MSA”) between SFDC and Customer, Customer’s
purchase and use of Heroku Medium Package is solely governed by the Heroku Terms of Service at
http://policy.heroku.com/20120116_salesforce_heroku_msa.html and the following additional terms
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Salesforce.com Internal Use Only
and conditions. The Heroku Medium Package is not part of the SFDC Service, and the maintenance and
support of the Heroku Medium Package is solely as set forth in the Heroku Terms of Service. The Heroku
Medium Package includes 120,000 Scalable Dyno Hours and $9,000 Add-on credits per calendar month.
If in any calendar month, Customer exceeds its permitted Dyno hours or Add-on credits, SFDC reserves
the right to charge Customer list price for each Dyno hour or Add-on consumed in excess of the
permitted Dyno hours or Add-on credits. Such additional fees will be charged to Customer monthly in
arrears via the billing or payment method specified above. Unused Dyno hours or Add-on credits are
forfeited at the end of each month and do not roll over to subsequent months. The beginning and end
of each calendar month will conform with U.S. Pacific Time. Descriptions of the features, functionality
and support included with each Dyno type are available at:
http://www.salesforce.com/assets/pdf/misc/Heroku-Packages.pdf.
Heroku Small
Notwithstanding any master subscription agreement (“MSA”) between SFDC and Customer, Customer’s
purchase and use of Heroku Small Package is solely governed by the Heroku Terms of Service at
http://policy.heroku.com/20120116_salesforce_heroku_msa.html and the following additional terms
and conditions. The Heroku Small Package is not part of the SFDC Service, and the maintenance and
support of the Heroku Small Package is solely as set forth in the Heroku Terms of Service. The Heroku
Small Package includes 50,000 Scalable Dyno hours and $4,200 Add-on credits per calendar month. If in
any calendar month, Customer exceeds its permitted Dyno hours or Add-on credits, SFDC reserves the
right to charge Customer list price for each Dyno hour or Add-on consumed in excess of the permitted
Dyno hours or Add-on credits. Such additional fees will be charged to Customer monthly in arrears via
the billing or payment method specified above. Unused Dyno hours or Add-on credits are forfeited at
the end of each month and do not roll over to subsequent months. The beginning and end of each
calendar month will conform with U.S. Pacific Time. Descriptions of the features, functionality and
support included with each Dyno type are available at:
http://www.salesforce.com/assets/pdf/misc/Heroku-Packages.pdf.
Heroku Starter
Notwithstanding any master subscription agreement (“MSA”) between SFDC and Customer, Customer’s
purchase and use of Heroku Starter Package is solely governed by the Heroku Terms of Service at
http://policy.heroku.com/20120116_salesforce_heroku_msa.html and the following additional terms
and conditions. The Heroku Starter Package is not part of the SFDC Service, and the maintenance and
support of the Heroku Starter Package is solely as set forth in the Heroku Terms of Service. The Heroku
Starter Package includes 20,000 Scalable Dyno hours and $2500 Add-on credits per calendar month. If in
any calendar month, Customer exceeds its permitted Dyno hours or Add-on credits, SFDC reserves the
right to charge Customer list price for each Dyno hour or Add-on consumed in excess of the permitted
Dyno hours or Add-on credits. Such additional fees will be charged to Customer monthly in arrears via
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Salesforce.com Internal Use Only
the billing or payment method specified above. Unused Dyno hours or Add-on credits are forfeited at
the end of each month and do not roll over to subsequent months. The beginning and end of each
calendar month will conform with U.S. Pacific Time. Descriptions of the features, functionality and
support included with each Dyno type are available at:
http://www.salesforce.com/assets/pdf/misc/Heroku-Packages.pdf.
Identity Connect
The Salesforce Identity Connect software product (“Identity Connect”) shall be considered part of the
Services for purposes of the Master Subscription Agreement, subject to the following terms. Identity
Connect is a downloadable software product and not a hosted, Web-based service. SFDC grants to
Customer a limited-term, non-exclusive, non-transferable (except in accordance with the assignment
provisions in the Master Subscription Agreement) license to use and permit the use of Identity Connect
for Customer's business purposes, subject to the restrictions in this Order Form and in the Master
Subscription Agreement. Because Identity Connect is not hosted by SFDC, any terms in an agreement
between Customer and SFDC that pertain to SFDC’s hosting infrastructure (including, for example, terms
concerning availability, security or disaster recovery) shall not apply to Identity Connect.
Customer shall not create any derivative works, nor remove or alter any copyright, trademark or
proprietary notice from Identity Connect.
Identity Connect is deemed delivered to Customer once SFDC makes Identity Connect available to
Customer for download at
http://help.salesforce.com/apex/HTViewHelpDoc?id=identityconnect_install.htm&language=en_US.
Identity Connect will not be shipped to Customer on tangible media.
Customer's sole remedy and SFDC's exclusive obligation for breach of warranty in connection with
Identity Connect shall be repair or replacement of Identity Connect; fees paid are non-refundable.
Upon request, SFDC shall provide Customer with information on how to obtain the underlying source code
contained in Identity Connect which is licensed under the Common Development and Distribution License.
Source code to Identity Connect is not provided to Customer except upon Customer's request.
Instructor Mentoring
Instructor Mentoring is provided solely to candidates for the Instructor Certification Program
(“Candidate(s)”) and can only be used in the country in which it is purchased. Instructor Mentoring
consists of a total of 4 hours of instruction and may be provided as one 4-hour session or as two 2-hour
sessions, at Customer’s election.
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Salesforce.com Internal Use Only
Fees for Instructor Mentoring may not be applied to purchases of User subscriptions, support, or
consulting services under a Statement of Work. Customer is solely responsible for ensuring that
Instructor Mentoring is provided to and used only by Candidate(s). Customer agrees that all Instructor
Mentoring purchased under this Order Form is non-refundable, non-cancelable, and will expire within
30 days of the Order Start Date, whether or not all available hours have been used. Discounts and
promotions may not be combined to purchase applicable education and training offerings.
ISV Partner Technical Account Manager
The ISV Technical Account Manager (ISV TAM) subscription term starts on the Order Start Date and ends
on the Order End Date set forth in this Order Form and is not calculated in hours or days. The ISV TAM
services will be provided, up to a maximum of 20 hours/month, Monday through Friday, during the
hours of 9 a.m. to 5 p.m. in the time zone where the ISV TAM is located, except for holidays recognized
by SFDC, paid time off (e.g., vacation, sick time) in accordance with SFDCs PTO policies, and SFDC
internal training days for the ISV TAM (collectively Administrative Days). Partner acknowledges that the
ISV TAM will not be available to Partner on Administrative Days. SFDC will make commercially
reasonable efforts to ensure that the number of Administrative Days taken during a 12-month term
does not exceed thirty days (or the pro-rated number of days for the applicable subscription term). The
ISV TAM subscriptions may be applied only to ISV TAM activities and not toward the purchase of any
other SFDC product or service (including without limitation product subscriptions, support or
professional services).
The ISV TAM is an advisory role, and will advise Partner on such topics as architecture reviews, road map
design and prioritization, Force.com platform expertise, expert project guidance, and ongoing
optimization planning. For clarity the ISV TAM does not deliver design or implementation services but
can lead, evaluate and contribute to Partner’s design efforts. ISV TAM services shall not result in a
transfer or assignment of intellectual property rights between the parties. ISV TAM services will
generally be provided remotely, but up to 8 hours/month of ISV TAM services may be provided onsite at
Partner’s location subject to mutual agreement of Partner and SFDC. The ISV TAM subscription fees do
not include travel or related expenses; any such expenses incurred by a ISV TAM in performing services
for Partner will be separately invoiced to and reimbursed by Partner. The ISV TAM subscriptions are
non-cancelable and fees paid are nonrefundable. To the extent Partner does not obtain the maximum
of 20 hours/month worth of ISV TAM services (or the maximum of 8 hours/month of onsite ISV TAM
Services) in any particular month, Partner acknowledges it forfeits any remainder of such maximum and
any remaining hours will not roll over to subsequent months. The beginning and end of each calendar
month will conform with U.S. Pacific Time. If Partner does not use the potential amount of ISV TAM
services purchased during the applicable subscription term, fees paid by Partner may not be refunded,
extended, rolled over to another subscription period, or applied to another account or SFDC product or
service.
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Jobscience Group
The Jobscience Group product is provided by Jobscience under the following terms and conditions,
which apply in lieu of any representations, warranties or covenants in the Master Subscription
Agreement:
THIS APPLICATION IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS "AS IS" AND ANY
EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF
MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL
THE COPYRIGHT OWNER OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL,
SPECIAL, EXEMPLARY, CONSEQUENTIAL OR SIMILAR DAMAGES (INCLUDING, BUT NOT LIMITED TO,
PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS
INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT
LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF
THIS APPLICATION, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE. SUBJECT TO THE
FOREGOING, THIS APPLICATION MAY ONLY BE REPRODUCED, DISTRIBUTED, TRANSMITTED, USED,
MODIFIED, BUILT UPON, OR OTHERWISE EXPLOITED BY OR ON BEHALF OF THE END USER WITH THE
WRITTEN PERMISSION OF JOBSCIENCE. COPYING OF CODE OR CONCEPTS IN THIS APPLICATION IS
EXPRESSLY FORBIDDEN.
Please contact Job Science with any questions, issues or support needs concerning this product.
Salesforce.com does not provide support for this product.
Mission Critical Success
This Order Form is subject to the attached Mission Critical Success terms, which are hereby incorporated
into this Order Form by reference.
Mobile
Customer understands that prior to purchasing Salesforce Mobile, customer should refer to the Mobile
Device list located at http://www.salesforce.com/mobile/devices/ for information on mobile devices
that are supported by salesforce.com. Customer agrees that salesforce.com will not provide any
refunds, credits or other compensation or remedies in connection with Customer's purchase of
Salesforce Mobile for any mobile devices that are not supported by salesforce.com. Third party mobile
device, operating system and network connectivity providers may, at any time, cease distribution of,
interrupt, deinstall and/or prevent use of Salesforce Mobile clients on supported mobile devices without
entitling Customer to any refund, credit or other compensation or remedies.
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Salesforce.com Internal Use Only
Mobile Direct Edition
*Terms are in Japanese only*
Mobile for Partner Portal
Salesforce Mobile for Partner Portal. Salesforce Mobile for Partner Portal may be used or accessed only
by Partner Users, and not by employees or other personnel of Customer. Partner" means a third-party
legal entity with which Customer transacts business and which is not an affiliate of Customer. "Partner
User" means an employee, contractor or agent of a Partner who has been supplied a user identification
and password by Customer (or by SFDC at Customer's request). Subject to the foregoing, a Partner User
shall be considered a "User" for purposes of the Agreement. Customer understands that prior to
purchasing Salesforce Mobile, customer should refer to the Mobile Device list located at
http://www.salesforce.com/mobile/devices/ for information on mobile devices that are supported by
SFDC for use with Salesforce Mobile. Customer agrees that SFDC will not provide any refunds, credits or
other compensation or remedies in connection with Customer's purchase of Salesforce Mobile for any
mobile devices that are not supported by SFDC for use with Salesforce Mobile. Third party mobile
device, operating system and network connectivity providers may, at any time, cease distribution of,
interrupt, deinstall and/or prevent use of Salesforce Mobile clients on supported mobile devices without
entitling Customer to any refund, credit or other compensation or remedies.
Non-Standard Private Workshop
Customer request for class cancellation or reschedule must be received by salesforce.com
<http://salesforce.com> at least 14 full calendar days prior to scheduled start date in order for Customer
to receive a full refund/credit of registration fees paid.
Cancellation or reschedule requests less than 14 full calendar days prior to the class start date are billed
20% of the Non-Standard Private Workshop fee. Cancellation or no show fees cannot be applied
towards future classes. Premier Training customers will be charged 20% of the Non-Standard Private
Workshop list price for cancellation less than 14 days prior to the class start date or for no shows to
class.
AND
A Non-Standard Private Workshop is an SFDC education class delivered to a private group of students
designated by Customer. The curricula of Non-Standard Private Workshops are strictly limited to those
of generally available education offerings as updated on: http://www.salesforce.com/servicestraining/education-services/public/ , or a combination thereof, as mutually agreed by SFDC and
Customer. Non-Standard Private Workshops are invoiced at a daily rate per day of class instruction
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Salesforce.com Internal Use Only
(“Daily Rate”). All classes will be charged at the Daily Rate, regardless of the number of actual instruction
hours. The maximum number of permitted students per class shall vary by region. If Customer elects to
add more students over the maximum permitted number, an additional fee per student shall apply.
Customer agrees its purchase of Non-Standard Private Workshops under this Order Form is noncancelable, and that fees paid are non-refundable. Customer must schedule all Non-Standard Private
Workshops for delivery within 12 months of the Order Start Date; if a Non-Standard Private Workshop is
not delivered within that period, it shall expire and be permanently forfeited along with all fees
therefore. Customer is responsible for providing suitable training facilities, including PCs with high-speed
Internet connections or a DHCP connection, or one instructor PC with a printer, projector and screen,
and instructor access to the facilities. Additional course-room specifications shall be sent to Customer
prior to the scheduled class. Customer is responsible for assigning a training coordinator to manage
administrative duties and an IT coordinator to ensure proper technical set-up of the classroom.
Scheduling of classes must be agreed upon between the parties at least 15 business days prior to
delivery of the class. Any changes concerning a scheduled class which are requested by Customer may
affect SFDC’s ability to deliver the class according to the agreed-upon schedule.
Nonprofit Edition (Emerging Market)
Nonprofit Edition (Emerging Market) product Users must be located inside India, Thailand, Malaysia,
Indonesia, Vietnam, Sri Lanka, Bangladesh, Cambodia, Laos, Bhutan, Cambodia, the Maldives, Nepal and
the Philippines (collectively the Discount Territory). If a review of Customers accounts by SFDC reveals
that any Users hereunder are located outside the Discount Territory, Customer shall pay, within 5
business days of written notice by SFDC of the results of such review, the difference between the pricing
hereunder and SFDCs standard list pricing for those Users, beginning with the date of the first violation
through the End Date above. After such payment, the applicable Users may be located anywhere in the
world, notwithstanding anything to the contrary in this paragraph. Without limiting any confidentiality
obligations in the Master Subscription Agreement, the pricing hereunder is strictly confidential and shall
not be disclosed to any third party.
Partner Developer Support Plan
Partner Developer Support. Partner Developer Support entitles Customer to submit to SFDC Developer
Support representatives a maximum of 20 cases per subscription. Such subscription shall expire one
year from the Order Form Start Date, or upon the Order Form End Date, whichever is earlier, regardless
of whether Customer has submitted all 20 cases permitted hereunder. All fees paid are non-cancelable
and non-refundable and any remaining cases upon expiration of the subscription may not be transferred
or otherwise credited. A Partner Developer Support subscription may only be purchased by Customer
one time within any given 12-month period.
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Salesforce.com Internal Use Only
Partner Portal
The Partner Portal Service may be used or accessed only by Partner Users, and not by employees or
other personnel of Customer. "Partner" means a third-party legal entity with which Customer transacts
business and which is not an affiliate of Customer. "Partner User" means an employee, contractor or
agent of a Partner who has been supplied a user identification and password by Customer (or by SFDC at
Customer's request). Subject to the foregoing, a Partner User shall be considered a "User" for purposes
of the Agreement.
Salesforce - Performance Edition
Data.com. The Data.com features of Performance Edition are subject to the Data.com Notices and
License Information and Data.com Security, Privacy and Architecture Documentation accessible
at https://help.salesforce.com/apex/HTViewSolution?urlname=Data-com-Trust-and-ComplianceDocumentation&language=en_US or through help.salesforce.com, without limiting any other
documentation or user guide components applicable under the master subscription agreement between
Customer and salesforce.com (the “MSA”). Data.com data is excluded from all warranties
and salesforce.com indemnification obligations under the MSA, including without limitation those in the
“SFDC Warranties,” “Indemnification by SFDC” and similarly titled sections.
Work.com. The Work.com features of Performance Edition and related support are provided in English
only and exclude developer support.
Health Information Restrictions. Information related to an individual’s health or to the provision or
payment of health care may not be submitted to the Data.com or Work.com features
of Performance Edition.
Sandbox. The Sandbox feature of Performance Edition is for testing and development use only, and not
for production use. As part of its system maintenance, SFDC may delete any Sandbox that Customer has
not logged into for 150 consecutive days. Thirty or more days before any such deletion, SFDC will notify
Customer (email acceptable) that the Sandbox will be deleted if Customer does not log into it during
that 30-day (or longer) period. Deletion of a Sandbox shall not terminate Customer’s Sandbox
subscription; if a Sandbox is deleted during Customer’s Sandbox subscription term, Customer may
create a new Sandbox.
Salesforce - Performance Edition Limited
Work.com. The Work.com features of Performance Edition and related support are provided in English
only and exclude developer support.
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Salesforce.com Internal Use Only
Health Information Restrictions. Information related to an individual’s health or to the provision or
payment of health care may not be submitted to the Data.com or Work.com features
of Performance Edition.
Sandbox. The Sandbox feature of Performance Edition is for testing and development use only, and not
for production use. As part of its system maintenance, SFDC may delete any Sandbox that Customer has
not logged into for 150 consecutive days. Thirty or more days before any such deletion, SFDC will notify
Customer (email acceptable) that the Sandbox will be deleted if Customer does not log into it during
that 30-day (or longer) period. Deletion of a Sandbox shall not terminate Customer’s Sandbox
subscription; if a Sandbox is deleted during Customer’s Sandbox subscription term, Customer may
create a new Sandbox.
All Performance Edition Limited Users under this Order Form must be located in Japan, Singapore
and/or South Korea (the "Territory"). Customer agrees to enter into a separate Order Form for any
Performance Edition Limited Users located outside the Territory. If a review of Customer's accounts by
salesforce.com reveals that any Users under this Order Form are located outside the Territory,
salesforce.com may invoice Customer for, and Customer will pay in accordance with this Order Form,
the difference between the pricing under this Order Form and salesforce.com's standard list pricing for
those Users, from the date of the first violation through the applicable Order End Date above. After such
payment, the applicable Performance Edition Limited Users may be located anywhere in the world
through the applicable Order End Data above, notwithstanding anything to the contrary in this
paragraph.
Private Workshop and Private Workshop – Additional Attendee
Customer may cancel or reschedule Private Workshop or Private Workshop – Additional Attendee by
providing written notice to SFDC, provided however, Customer will be billed a percentage of the Private
Workshop or Private Workshop – Additional Attendee list price as follows, based on the number of
calendar days written notice it provides prior to the scheduled class date: i) more than 30 calendar days
notice – 0%; ii) 30 – 14 calendar days notice – 20%; iii) 13 – 1 calendar days notice – 50%; iv) same day
cancellation or no-show – 100%. Notwithstanding the forgoing, Premier Training customers may cancel
or reschedule Private Workshop or Private Workshop – Additional Attendee by providing written notice
to SFDC, provided however, such Premier Training customer will be billed a percentage of the Private
Workshop or Private Workshop – Additional Attendee list price as follows, based on the number of
calendar days written notice it provides prior to the scheduled class date: i) 13 – 1 calendar days notice
– 20%; and ii) same day cancellation or no-show – 20%. Cancellation, reschedule and no-show fees
cannot be applied towards future classes. If Customer uses Training Credits as its payment method,
Training Credits will be deducted from Customer’s total available credits for any cancellation, reschedule
or no-show in an amount equal to the percentages listed above.
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Salesforce.com Internal Use Only
A Private Workshop is an SFDC education class delivered to a private group of students designated by
Customer. The curricula of Private Workshops are strictly limited to those of generally available
education offerings as updated on: http://www.salesforce.com/services-training/educationservices/public/. Private Workshops are invoiced at a daily rate per day of class instruction (“Daily
Rate”). All classes will be charged at the Daily Rate, regardless of the number of actual instruction hours.
The maximum number of permitted students per class is 14, unless Customer elects to add more
students over the maximum permitted number by purchasing a Private Workshop – Additional
Attendee. Customer is responsible for providing suitable training facilities, including PCs with high-speed
Internet connections or a DHCP connection, or one instructor PC with a printer, projector and screen,
and instructor access to the facilities. Additional course-room specifications shall be sent to Customer
prior to the scheduled class. Customer is responsible for assigning a training coordinator to manage
administrative duties and an IT coordinator to ensure proper technical set-up of the classroom.
Scheduling of classes must be agreed upon between the parties at least 15 business days prior to
delivery of the class. Any changes concerning a scheduled class which are requested by Customer may
affect SFDC’s ability to deliver the class according to the agreed-upon schedule.
Program Architect
The Program Architect (PA) subscription term starts on the Order Start Date and ends on the Order End
Date set forth in this Order Form and is not calculated in hours or days. The PA services will be provided
Monday through Friday, during the hours of 9 a.m. to 5 p.m. in the time zone where the PA is located,
except for holidays recognized by SFDC, paid time off (e.g., vacation, sick time) in accordance with
SFDC’s PTO policies, and SFDC internal training days for the PA (collectively “Administrative Days”).
Customer acknowledges that the PA will not be available to Customer on Administrative Days. SFDC will
make commercially reasonable efforts to ensure that the number of Administrative Days taken during a
12-month term does not exceed thirty days (or the pro-rated number of days for the applicable
subscription term). The PA subscriptions may be applied only to PA activities and not toward the
purchase of any other SFDC product or service (including without limitation product subscriptions,
support or professional services).
The PA is an advisory role, and will advise Customer on such topics as architecture reviews, road map
design and prioritization, Force.com platform expertise, expert project guidance, and ongoing
optimization planning. For clarity the PA does not deliver implementation services (such as
configurations or code) but can lead, evaluate and contribute to Customer's design efforts. PA services
shall not result in a transfer or assignment of intellectual property rights between the parties. PA
services will generally be provided remotely, but may be provided onsite at Customer’s location subject
to mutual agreement of Customer and SFDC. The PA subscription fees do not include travel or related
expenses; any such expenses incurred by a PA in performing services for Customer will be separately
invoiced to and reimbursed by Customer. The PA subscriptions are non-cancelable and fees paid are
nonrefundable. If Customer does not use the potential amount of PA services purchased during the
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Salesforce.com Internal Use Only
applicable subscription term, fees paid by Customer may not be refunded, extended, rolled over to
another subscription period, or applied to another account or SFDC product or service.
Remedyforce (Platform); Remedyforce (Sites)
Customer's purchase and use of Remedyforce is subject to the following additional terms and
conditions, and to BMC's Master Subscription Agreement at
http://www.salesforce.com/company/agreements/bmc_servicedesk/. Remedyforce is provided by BMC,
not by SFDC, and is not part of the SFDC Service. SFDC does not support or maintain Remedyforce. SFDC
is not responsible for the security or privacy of data entered into Remedyforce, and shall not be liable
for any loss, corruption or unauthorized use or disclosure of such data. Customer shall not enter into
Remedyforce any data that infringes the intellectual property rights, or otherwise violates the legal
rights, of a third party. Customer shall comply with all applicable laws and regulations in using
Remedyforce. SFDC MAKES NO REPRESENTATION, WARRANTY, OR GUARANTY OF ANY KIND WITH
RESPECT TO REMEDYFORCE, INCLUDING BUT NOT LIMITED TO ITS RELIABILITY, QUALITY, SUITABILITY,
AVAILABILITY, ACCURACY, SECURITY, PRIVACY, OR COMPLETENESS. AS BETWEEN CUSTOMER AND SFDC,
REMEDYFORCE IS PROVIDED TO CUSTOMER STRICTLY ON AN "AS IS" BASIS. TO THE MAXIMUM EXTENT
PERMITTED BY LAW, SFDC DISCLAIMS ALL WARRANTIES, WHETHER EXPRESS, IMPLIED, STATUTORY OR
OTHERWISE, WITH RESPECT TO REMEDYFORCE, INCLUDING, WITHOUT LIMITATION, ANY IMPLIED
WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.
IN NO EVENT SHALL SFDC HAVE ANY LIABILITY TO CUSTOMER FOR ANY DAMAGES, INCLUDING BUT NOT
LIMITED TO DIRECT, INDIRECT, SPECIAL, INCIDENTAL, PUNITIVE, AND CONSEQUENTIAL DAMAGES AND
DAMAGES BASED ON LOST PROFITS, RELATED TO REMEDYFORCE, HOWEVER CAUSED AND, WHETHER IN
CONTRACT, TORT OR UNDER ANY OTHER THEORY OF LIABILITY, WHETHER OR NOT CUSTOMER HAS
BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
Sales Cloud - Contact Manager Edition
Contact Manager Edition subscriptions are limited to a maximum of 5 subscriptions per Customer.
Sales Cloud - Enterprise Edition (Emerging Market)
All Users of the Enterprise Edition - Emerging Market product must be located inside Bangladesh,
Bhutan, Cambodia, India, Indonesia, Laos, Malaysia, the Maldives, Nepal, the People's Republic of China
(excluding Hong Kong), the Philippines, Sri Lanka, Thailand and Vietnam (collectively the Discount
Territory). If a review of Customers accounts by SFDC reveals that any Users hereunder are located
outside the Discount Territory, Customer shall pay, within 5 business days of written notice by SFDC of
the results of such review, the difference between the pricing hereunder and SFDCs standard list pricing
for those Users, beginning with the date of the first violation through the End Date above. After such
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Salesforce.com Internal Use Only
payment, the applicable Users may be located anywhere in the world, notwithstanding anything to the
contrary in this paragraph. Without limiting any confidentiality obligations in the Master Subscription
Agreement, the pricing hereunder is strictly confidential and shall not be disclosed to any third party.
Sales Cloud – Group Edition (1-5 Users)
Salesforce CRM Group Edition (1-5) subscriptions are limited to a maximum of 5 subscriptions per
Customer.
Sales Cloud - Group Edition & Sales Cloud – Group Edition (6-10 Users)
Subject to SFDC's approval, Customer may add Group Edition subscriptions after the initial 5. In no case
shall the total number of Group Edition subscriptions ordered by Customer hereunder exceed 10.
Sales Cloud - Professional Edition (Emerging Market)
All Users of the Professional Edition - Emerging Market product must be located inside Bangladesh,
Bhutan, Cambodia, India, Indonesia, Laos, Malaysia, the Maldives, Nepal, the People's Republic of China
(excluding Hong Kong), the Philippines, Sri Lanka, Thailand and Vietnam (collectively the Discount
Territory). If a review of Customers accounts by SFDC reveals that any Users hereunder are located
outside the Discount Territory, Customer shall pay, within 5 business days of written notice by SFDC of
the results of such review, the difference between the pricing hereunder and SFDCs standard list pricing
for those Users, beginning with the date of the first violation through the End Date above. After such
payment, the applicable Users may be located anywhere in the world, notwithstanding anything to the
contrary in this paragraph. Without limiting any confidentiality obligations in the Master Subscription
Agreement, the pricing hereunder is strictly confidential and shall not be disclosed to any third party.
Sales Cloud - Unlimited Edition (Emerging Market)
All Users of Unlimited Edition - Emerging Market product must be located inside Bangladesh, Bhutan,
Cambodia, India, Indonesia, Laos, Malaysia, the Maldives, Nepal, the People's Republic of China
(excluding Hong Kong), the Philippines, Sri Lanka, Thailand and Vietnam (collectively the Discount
Territory). If a review of Customers accounts by SFDC reveals that any Users hereunder are located
outside the Discount Territory, Customer shall pay, within 5 business days of written notice by SFDC of
the results of such review, the difference between the pricing hereunder and SFDCs standard list pricing
for those Users, beginning with the date of the first violation through the End Date above. After such
payment, the applicable Users may be located anywhere in the world, notwithstanding anything to the
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Salesforce.com Internal Use Only
contrary in this paragraph. Without limiting any confidentiality obligations in the Master Subscription
Agreement, the pricing hereunder is strictly confidential and shall not be disclosed to any third party.
Salesforce for FinancialForce - Enterprise Edition; Salesforce for FinancialForce - Unlimited Edition;
Salesforce for FinancialForce - Upgrade to Enterprise Edition; Salesforce for FinancialForce - Upgrade
to Unlimited Edition
Salesforce for FinancialForce. Salesforce for FinancialForce subscriptions ordered hereunder are
Restricted Use Subscriptions. Restricted Use Subscriptions may be used only as required to enable use of
the FinancialForce application. Restricted Use Subscriptions shall be limited to the functionality
contained in Force.com Edition, plus the following (by tab): Opportunities, Products (including price
books) and Forecasting. Force.com Edition functionality includes Accounts, Contacts, Reports,
Dashboards, Offline, Documents, Ideas read and create privileges, up to 10 apps per User, up to 200
custom objects per User, up to 25 custom tabs per User, and up to 20 MB of data storage and 100 MB of
file storage per User pooled across all Users in the relevant org. Restricted Use Subscriptions exclude all
other features and functionality, such as, for example, Salesforce Mobile and Salesforce Sandbox.
Customer must strictly segregate all Restricted Use Subscriptions from any full-featured subscriptions it
may hold by setting up and enforcing a unique profile in the Service associated with such Restricted Use
Subscriptions. Customer understands that the above functionality limitations are contractual in nature
(i.e., the functionality itself has not been disabled as a technical matter in the Service) and therefore
agrees to strictly monitor its Users' use of such subscriptions and enforce the applicable restrictions.
SFDC may audit Customer's use of Restricted Use Subscriptions at any time through the Service. Should
any audit reveal any unauthorized use of Restricted Use Subscriptions, Customer agrees it will pay,
within five (5) business days of notice of the audit results, the difference between the contract price for
Restricted Use Subscriptions and the contract price for full Enterprise Edition subscriptions, for all of the
Restricted Use Subscriptions showing unauthorized use (taken as a group), beginning with the date of
the first violation through the end of the then current subscription term. Upon such payment, all such
Restricted Use Subscriptions showing unauthorized use will be converted into full subscriptions for the
remainder of the then current subscription term.
Salesforce for Google Apps
"Customer's purchase and use of Salesforce for Google Apps Add-On is subject to the following
additional terms and conditions, and to Google, Inc.s terms and conditions attached as Addendum A.
Salesforce for Google Apps Add-On is provided by Google, not by SFDC, and is not part of the SFDC
Service. SFDC does not host, support or maintain Salesforce for Google Apps Add-On. Any data entered
into Salesforce for Google Apps Add-On is submitted to and stored by Google, not SFDC. SFDC is not
responsible for the security or privacy of such data, and shall not be liable for any loss, corruption or
unauthorized use or disclosure of such data. Customer shall not enter into Salesforce for Google Apps
Add-On any data that infringes the intellectual property rights, or otherwise violates the legal rights, of a
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Salesforce.com Internal Use Only
third party. Customer shall comply with all applicable laws and regulations in using Salesforce for
Google Apps Add-On.
SFDC MAKES NO REPRESENTATION, WARRANTY, OR GUARANTY OF ANY KIND WITH RESPECT TO
SALESFORCE FOR GOOGLE APPS ADD-ON, INCLUDING BUT NOT LIMITED TO ITS RELIABILITY, QUALITY,
SUITABILITY, AVAILABILITY, ACCURACY, SECURITY, PRIVACY, OR COMPLETENESS. AS BETWEEN
CUSTOMER AND SFDC, SALESFORCE FOR GOOGLE APPS ADD-ON IS PROVIDED TO CUSTOMER STRICTLY
ON AN ""AS IS"" BASIS. TO THE MAXIMUM EXTENT PERMITTED BY LAW, SFDC DISCLAIMS ALL
WARRANTIES, WHETHER EXPRESS, IMPLIED, STATUTORY OR OTHERWISE, WITH RESPECT TO
SALESFORCE FOR GOOGLE APPS ADD-ON, INCLUDING, WITHOUT LIMITATION, ANY IMPLIED
WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.
IN NO EVENT SHALL SFDC HAVE ANY LIABILITY TO CUSTOMER FOR ANY DAMAGES, INCLUDING BUT NOT
LIMITED TO DIRECT, INDIRECT, SPECIAL, INCIDENTAL, PUNITIVE, AND CONSEQUENTIAL DAMAGES AND
DAMAGES BASED ON LOST PROFITS, RELATED TO SALESFORCE FOR GOOGLE APPS ADD-ON, HOWEVER
CAUSED AND, WHETHER IN CONTRACT, TORT OR UNDER ANY OTHER THEORY OF LIABILITY, WHETHER
OR NOT CUSTOMER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES."
Sandbox (Developer)
As of the Order Start Date of this Order Form, the following terms shall govern all of Customer’s existing
Sandbox subscriptions, whether provisioned pursuant to this or another valid Order Form. Sandbox
subscriptions are for testing and development use only, and not for production use. As part of its system
maintenance, SFDC may delete any Sandbox that Customer has not logged into for 150 consecutive
days. Thirty or more days before any such deletion, SFDC will notify Customer (email acceptable) that
the Sandbox will be deleted if Customer does not log into it during that 30-day (or longer) period.
Deletion of a Sandbox shall not terminate Customer’s Sandbox subscription; if a Sandbox is deleted
during Customer’s Sandbox subscription term, Customer may create a new Sandbox.
Sandbox (Developer Pro formerly known as Configuration Only)
As of the Order Start Date of this Order Form, the following terms shall govern all of Customer’s existing
Sandbox subscriptions, whether provisioned pursuant to this or another valid Order Form. Sandbox
subscriptions are for testing and development use only, and not for production use. This product must
be purchased in a ratio of one Sandbox User for each User of any other SFDC product allowing login
access to the same SFDC Service instance. As part of its system maintenance, SFDC may delete any
Sandbox that Customer has not logged into for 150 consecutive days. Thirty or more days before any
such deletion, SFDC will notify Customer (email acceptable) that the Sandbox will be deleted if Customer
does not log into it during that 30-day (or longer) period. Deletion of a Sandbox shall not terminate
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Salesforce.com Internal Use Only
Customer’s Sandbox subscription; if a Sandbox is deleted during Customer’s Sandbox subscription term,
Customer may create a new Sandbox.
Sandbox (Free Sandbox with Unlimited Edition)
Sandbox subscriptions are for testing and development use only, and not for production use. As part of
its system maintenance, SFDC may delete any Sandbox that Customer has not logged into for 150
consecutive days. Thirty or more days before any such deletion, SFDC will notify Customer (email
acceptable) that the Sandbox will be deleted if Customer does not log into it during that 30-day (or
longer) period. Deletion of a Sandbox shall not terminate Customer’s Sandbox subscription; if a Sandbox
is deleted during Customer’s Sandbox subscription term, Customer may create a new Sandbox.
Sandbox (Full Copy)
As of the Order Start Date of this Order Form, the following terms shall govern all of Customer’s existing
Sandbox subscriptions, whether provisioned pursuant to this or another valid Order Form. Sandbox
subscriptions are for testing and development use only, and not for production use. This product must
be purchased in a ratio of one Sandbox User for each User of any other SFDC product allowing login
access to the same SFDC Service instance. As part of its system maintenance, SFDC may delete any
Sandbox that Customer has not logged into for 150 consecutive days. Thirty or more days before any
such deletion, SFDC will notify Customer (email acceptable) that the Sandbox will be deleted if Customer
does not log into it during that 30-day (or longer) period. Deletion of a Sandbox shall not terminate
Customer’s Sandbox subscription; if a Sandbox is deleted during Customer’s Sandbox subscription term,
Customer may create a new Sandbox.
Sandbox (Partial Copy)
As of the Order Start Date of this Order Form, the following terms shall govern all of Customer’s existing
Sandbox subscriptions, whether provisioned pursuant to this or another valid Order Form. Sandbox
subscriptions are for testing and development use only, and not for production use. This product must
be purchased in a ratio of one Sandbox User for each User of any other SFDC product allowing login
access to the same SFDC Service instance. As part of its system maintenance, SFDC may delete any
Sandbox that Customer has not logged into for 150 consecutive days. Thirty or more days before any
such deletion, SFDC will notify Customer (email acceptable) that the Sandbox will be deleted if Customer
does not log into it during that 30-day (or longer) period. Deletion of a Sandbox shall not terminate
Customer’s Sandbox subscription; if a Sandbox is deleted during Customer’s Sandbox subscription term,
Customer may create a new Sandbox.
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Salesforce.com Internal Use Only
SELA: Unlimited Social Enterprise Subscription; Capped Social Enterprise Subscription; Capped Social
Enterprise with Premier+ Success Plan; Enterprise Subscription with Premier+ Success Plan (Support &
Admin); Product Social Enterprise Subscription; Product Social Enterprise with Premier+ Success Plan
This Order Form is subject to the attached Social Enterprise Subscription Addendum, which is hereby
incorporated into this Order Form by reference.
Service Cloud - Enterprise Edition (Emerging Market)
All Users of the Service Cloud - Enterprise Edition (Emerging Market) product must be located inside
Bangladesh, Bhutan, Cambodia, India, Indonesia, Laos, Malaysia, the Maldives, Nepal, the People's
Republic of China (excluding Hong Kong), the Philippines, Sri Lanka, Thailand and Vietnam (collectively
the Discount Territory). If a review of Customers accounts by SFDC reveals that any Users hereunder are
located outside the Discount Territory, Customer shall pay, within 5 business days of written notice by
SFDC of the results of such review, the difference between the pricing hereunder and SFDCs standard
list pricing for those Users, beginning with the date of the first violation through the End Date above.
After such payment, the applicable Users may be located anywhere in the world, notwithstanding
anything to the contrary in this paragraph. Without limiting any confidentiality obligations in the Master
Subscription Agreement, the pricing hereunder is strictly confidential and shall not be disclosed to any
third party.
Service Cloud - Professional Edition (Emerging Market)
All Users of the Service Cloud - Professional Edition (Emerging Market) product must be located inside
Bangladesh, Bhutan, Cambodia, India, Indonesia, Laos, Malaysia, the Maldives, Nepal, the People's
Republic of China (excluding Hong Kong), the Philippines, Sri Lanka, Thailand and Vietnam (collectively
the Discount Territory). If a review of Customers accounts by SFDC reveals that any Users hereunder are
located outside the Discount Territory, Customer shall pay, within 5 business days of written notice by
SFDC of the results of such review, the difference between the pricing hereunder and SFDCs standard
list pricing for those Users, beginning with the date of the first violation through the End Date above.
After such payment, the applicable Users may be located anywhere in the world, notwithstanding
anything to the contrary in this paragraph. Without limiting any confidentiality obligations in the Master
Subscription Agreement, the pricing hereunder is strictly confidential and shall not be disclosed to any
third party.
Service Cloud - Unlimited Edition (Emerging Market)
All Users of Service Cloud - Unlimited Edition (Emerging Market) product must be located inside
Bangladesh, Bhutan, Cambodia, India, Indonesia, Laos, Malaysia, the Maldives, Nepal, the People's
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Salesforce.com Internal Use Only
Republic of China (excluding Hong Kong), the Philippines, Sri Lanka, Thailand and Vietnam (collectively
the Discount Territory). If a review of Customers accounts by SFDC reveals that any Users hereunder are
located outside the Discount Territory, Customer shall pay, within 5 business days of written notice by
SFDC of the results of such review, the difference between the pricing hereunder and SFDCs standard
list pricing for those Users, beginning with the date of the first violation through the End Date above.
After such payment, the applicable Users may be located anywhere in the world, notwithstanding
anything to the contrary in this paragraph. Without limiting any confidentiality obligations in the Master
Subscription Agreement, the pricing hereunder is strictly confidential and shall not be disclosed to any
third party.
Service Cloud Portal (Logins/month)
The pricing above for the Service Cloud Portal (Logins/month) product includes the number of User
logins per calendar month specified under “Product” above times the corresponding number specified
under ""Quantity"" above (the “Permitted Number of Monthly Logins”). If in any calendar month the
aggregate number of User logins in the applicable Org exceeds three times the Permitted Number of
Monthly Logins, Customer will be charged 1.5 times the per-Login price (based on the “Monthly/Unit
Price” specified above) for each User login in excess of three times the Permitted Number of Monthly
Logins. If the aggregate number of User logins in the applicable Org exceeds the Permitted Number of
Monthly Logins in each of four consecutive calendar months, Customer will be charged 1.5 times the
per-Login price (based on the “Monthly/Unit Price” specified above) for each excess User login in such
fourth month and in each consecutive month thereafter in which the aggregate number of User logins in
the Org exceeds the Permitted Number of Monthly Logins. Such additional fees will be charged to
Customer monthly in arrears in accordance with the billing and payment methods specified above.
Unused logins are forfeited at the end of each month and do not roll over to subsequent months. The
beginning and end of each calendar month will conform with U.S. Pacific Time. Salesforce.com will
provision 20 External User subscriptions for each of the Permitted Number of Monthly Logins; subject,
however, to a maximum of 2 million External User subscriptions per Org. “Org” means a unique
instance of the Service, i.e., a separate set of Customer Data and Customer-specific Service
customizations held by SFDC in a logically separated database (i.e., a database segregated through
password-controlled access).
Service Cloud Portal (Named Users); Service Cloud Portal (Logins/month)
Service Cloud Portal may be used or accessed only by External Users. "External User" means an
individual who has been supplied a user identification and password by Customer (or by SFDC at
Customer's request) and who is not an employee, principal, contracted staff or other personnel of
Customer. Subject to the foregoing, an External User shall be considered a "User" for purposes of the
Agreement.
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Salesforce.com Internal Use Only
Service Cloud Portal (Named Users)
Salesforce.com will provision a number of External User subscriptions equal to the number of Users
specified under Product above times the corresponding number specified under Quantity above;
subject, however, to a maximum of 2 million External User subscriptions per Org. Org means a unique
instance of the Service, i.e., a separate set of Customer Data and Customer-specific Service
customizations held by SFDC in a logically separated database (i.e., a database segregated through
password-controlled access).
Site.com Additional Bandwidth (100 GB)
The 100GB of additional bandwidth are in addition to the bandwidth included in the Site.com Service
specified in the User Guide. Bandwidth is calculated on a monthly basis across all Salesforce Sites in
Customer’s Organization.
If in any calendar month the Customer’s Organization exceeds its aggregate monthly bandwidth limit in
each of four (4) consecutive calendar months, starting on such fourth month and for each consecutive
month thereafter in excess of such limit, Customer will be charged an amount to cover the bandwidth in
excess of the monthly limit calculated as if Customer purchased additional Site.com Additional
Bandwidth (100GB) products, based on the Monthly/Unit Price specified above at the applicable
monthly sales price to cover such excess use. Such additional fees will be charged to Customer monthly
in arrears through the billing or and payment methods specified above.
Additional bandwidth must be used during the each calendar month for which it is purchased. Unused
additional bandwidth is forfeited at the end of the each calendar month and does not roll over to
subsequent months. The beginning and end of each calendar month will conform with U.S. Pacific Time.
Site.com Promotion
Site.com Publisher, Site.com Contributor, and Site.com Published Site subscriptions under this Order
Form are provided as part of a promotion and must be purchased no later than November 30, 2013, and
have a start date no later than December 15, 2013. Customer may add additional Site.com Publisher,
Site.com Contributor, and Site.com Published Site subscriptions at SFDC’s then-current list price. Fees
for any add-on subscriptions will be prorated as applicable for the remainder of the subscription term.
Subscriptions added in the middle of a billing month will be charged in full for that billing month.
Site.com Published Site
The Site.com Published Site product uses a third party optimization service (Service Provider) to improve
performance and reliability. Customer Data may be accessed by the Service Provider as required for the
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Salesforce.com Internal Use Only
operation of the Site.com Published Site product. NOTWITHSTANDING ANYTHING TO THE CONTRARY IN
THE MASTER SUBSCRIPTION AGREEMENT, SFDCS LIABILITY FOR ANY HARM OR DAMAGES CAUSED BY
THE SERVICE PROVIDER SHALL BE LIMITED TO THE FEES PAID BY CUSTOMER FOR THE SITE.COM
PUBLISHED SITE PRODUCT UNDER THIS ORDER FORM. In addition, the Site.com Published Site product
is governed by the terms of service found at:
http://www2.sfdcstatic.com/assets/pdf/misc/salesforce_Site_TOU.pdf
Sites Pageviews (1 Million/month)
Sites Pageviews (1Million/month). Additional page views must be used during the calendar month for
which they are purchased. Unused additional page views are forfeited at the end of the calendar month
and do not roll over to subsequent months. The beginning and end of each calendar month will conform
with U.S. Pacific Time.
Social Enterprise Subscription – Data.com
This Data.com Order Form is subject to the attached Social Enterprise Subscription Addendum, which is
hereby incorporated into this Data.com Order Form by reference.
SOCIALMOB Promo Legal Terms
The Mobile subscriptions under this Order Form are provided as part of a promotion. Customer may add
Mobile subscriptions at no charge, provided such subscriptions are added no later than January 31,
2014, and have a start date no later than February 15, 2014. Customer may purchase Mobile
subscriptions after January 31, 2014, or with a start date after February 15, 2014, at SFDC’s list price in
effect at the time of purchase. Fees for any add-on subscriptions will be prorated as applicable for the
remainder of the subscription term. Subscriptions added in the middle of a billing month will be charged
in full for that billing month.
Training Credits - US or Japan Only
Training Credits may only be applied towards generally available education offerings in the U.S or Japan,
as updated on: http://www.salesforce.com/services-training/training_certification/. Training Credits
can only be used in the country in which they are purchased. Upon Customer’s redemption of Training
Credits, SFDC will draw-down the total credits purchased under this Order Form in an amount equal to
the then-current number of required credits for the applicable education offering.
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Salesforce.com Internal Use Only
Training Credits may not be applied to purchases of User subscriptions, support, or consulting services
under a Statement of Work. Upon purchase of Training Credits, SFDC will send a Training Credit Code to
Customer. Customer must provide the Training Credit Code upon initial registration for applicable
educational offerings in order to redeem Training Credits. Customer is solely responsible for ensuring
that the Training Credit Code used to redeem Training Credits is provided to and used only by authorized
personnel and/or agents of Customer.
Customer agrees that all Training Credits under this Order Form are non-refundable, non-cancelable,
and expire within 12 months of the Order Start Date, whether or not all available credits have been
used. Any remaining balance at the end of twelve months may not be transferred or refunded.
Discounts and promotions may not be combined to purchase applicable education and training offering
URI Based Log Analysis
The [URI Log Analysis Service] provides access logs for certain object-based unique record identifiers
(“URIs”), including (a) the accessed URIs; (b) time and date users accessed the URIs; (c) the relevant
Organization IDs; (d) the relevant Salesforce User IDs; and (e) the relevant source IP addresses.
Customer is entitled to twelve (12) URI log analyses per year, and each such URI log analysis includes a
maximum of 100 unit of logs per URI per day. The term of the URI Log Analysis subscription is twelve
(12) months, or until twelve (12) URI log analyses are completed, whichever is earlier. Service fees shall
be payable in a lump sum in advance. Payment obligations are non-cancelable and fees paid are nonrefundable. If Customer does not request twelve (12) URI log analyses during the twelve (12)-month
subscription term, customer is not entitled to any refund or credit, and may not roll over any URI log
analyses to a subsequent subscription term. The [URI Log Analysis Service] shall not include (i) access
logs that are more than two (2) years old; (ii) access logs for Salesforce Content and/or access to data
from Weekly Export Service output files; or (iii) changeable data such as reports or dashboards. To
request a URI log analysis, Customer must send an email message to [email protected] with
the following information. (1) the relevant URI; (2) the relevant Organization ID; and (3) the beginning
and end dates of the analysis. SFDC shall make commercially reasonable effort to deliver the URI Log
Analysis Service within two (2) business days after receiving the request from the Customer.
Veteran Fast Launch – Group Edition
The free Group Edition subscriptions under this Order Form are being provided as a one-time offer, for a
maximum term of one year. Customer may add and/or renew Group Edition subscriptions at
Salesforce.com’s then-current list price.
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Salesforce.com Internal Use Only
Phased Out Products (XRA)
Activa Live Agent for Salesforce – XRA12 Activa Live Agent for Salesforce
The Activa Live Agent for Salesforce (Activa Live) product shall be deemed part of the Services for
purposes of the Master Subscription Agreement, subject to the following. The Activa Live product is not
based on the Force.com platform and is not hosted on SFDC's infrastructure. The Activa Live product,
and any Customer Data entered into it, is hosted by SFDCs third-party subcontractor (the Hosting
Provider). SFDC reserves the right to change the Hosting Provider at its sole discretion. Only certain
parts of the Activa Live product are offered in languages other than English; Customer should consult a
salesforce.com representative before purchasing this product for use in a language other than English.
SFDC HEREBY DISCLAIMS ALL REPRESENTATIONS, WARRANTIES AND COVENANTS IN THE MASTER
SUBSCRIPTION AGREEMENT (INCLUDING ANY ADDENDUM OR EXHIBIT THERETO) REGARDING THE
PERFORMANCE, FUNCTIONS, FEATURES, CAPABILITIES, AVAILABILITY OR SECURITY OF THE ACTIVA LIVE
PRODUCT. NOTWITHSTANDING ANYTHING TO THE CONTRARY IN THE MASTER SUBSCRIPTION
AGREEMENT, SFDCS LIABILITY FOR ANY HARM OR DAMAGES CAUSED BY THE HOSTING PROVIDER SHALL
BE LIMITED TO THE FEES PAID BY CUSTOMER FOR THE ACTIVA LIVE PRODUCT UNDER THIS ORDER
FORM.
XRA11 - Activa Live Agent for Salesforce (1 Free Seat Promotional Offer)
Activa Live Agent for Salesforce (1 Free Seat Promotional Offer). The Activa Live Agent for Salesforce (1
Free Seat Promotional Offer) User subscription under this Order Form is provided as part of a
promotion. Only this one free User subscription of Activa Live Agent for Salesforce (1 Free Seat
Promotional Offer) is available to Customer and its Affiliates collectively under this promotion. Customer
may add Activa Live Agent for Salesforce User subscriptions at SFDC’s then-current list price. The Activa
Live Agent for Salesforce (“Activa Live”) product shall be deemed part of the Services for purposes of the
Master Subscription Agreement, subject to the following. The Activa Live product is not based on the
Force.com platform and is not hosted on SFDC’s infrastructure. The Activa Live product, and any
Customer Data entered into it, is hosted by SFDC’s third-party subcontractor (the “Hosting Provider”).
SFDC reserves the right to change the Hosting Provider at its sole discretion. Only certain parts of the
Activa Live product are offered in languages other than English; Customer should consult a
salesforce.com representative before purchasing this product for use in a language other than English.
SFDC HEREBY DISCLAIMS ALL REPRESENTATIONS, WARRANTIES AND COVENANTS IN THE MASTER
SUBSCRIPTION AGREEMENT (INCLUDING ANY ADDENDUM OR EXHIBIT THERETO) REGARDING THE
PERFORMANCE, FUNCTIONS, FEATURES, CAPABILITIES, AVAILABILITY OR SECURITY OF THE ACTIVA LIVE
PRODUCT. NOTWITHSTANDING ANYTHING TO THE CONTRARY IN THE MASTER SUBSCRIPTION
AGREEMENT, SFDC’S LIABILITY FOR ANY HARM OR DAMAGES CAUSED BY THE HOSTING PROVIDER
SHALL BE LIMITED TO THE FEES PAID BY CUSTOMER FOR THE ACTIVA LIVE PRODUCT UNDER THIS ORDER
FORM.
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Salesforce.com Internal Use Only
Authenticated Sites: XRA10 - Authenticated Sites
The Authenticated Sites Portal may be used or accessed only by Partner Users and Downstream
Customer Users, and not by employees or other personnel of Customer. Partner" means a third-party
legal entity with which Customer transacts business and which is not an affiliate of Customer, and
"Partner User" means an employee, contractor or agent of a Partner who has been supplied a user
identification and password by Customer (or by SFDC at Customer's request). "Downstream Customer"
means a third-party legal entity which is a customer, and is not an affiliate, of Customer, and
"Downstream Customer User" means an employee, contractor or agent of a Downstream Customer who
has been supplied a user identification and password by Customer (or by SFDC at Customer's request).
Subject to the foregoing, Partner Users and Downstream Customer Users shall be considered "Users" for
purposes of the Agreement.
Authenticated Sites: XRA10 - Authenticated Sites (1 Login/month)
Authenticated Sites (1 Login/month). The pricing above for the Authenticated Sites (1 Login/month)
product includes the corresponding number of User logins per calendar month specified under
"Quantity" above. If in any calendar month the Customer Org exceeds its aggregate monthly User login
quantity by a number that is greater than three times the purchased number of User logins, Customer
will be charged 1.5 times the Monthly Price or Monthly Sales Price for each User login in excess of three
times the purchased number of User logins. If the Customer Org exceeds its aggregate monthly User
login quantity in four consecutive calendar months, starting on such fourth month (and for each month
thereafter until Customer is not exceeding its monthly User login quantity) Customer will be charged 1.5
times the Monthly Price or Monthly Sales Price for each excess User login. Such additional fees will be
charged to Customer monthly in arrears through the billing or payment method specified above. Unused
logins are forfeited at the end of each month and do not roll over to subsequent months. The beginning
and end of each calendar month will conform with U.S. Pacific Time. For each User login purchased
under Quantity, 10 Downstream Customer User subscriptions will be provisioned, up to a maximum of
1,000,000 Downstream Customer User subscriptions per Org. Orgmeans a unique instance of the
Service, i.e., a separate set of Customer Data and Customer-specific Service customizations held by SFDC
in a logically separated database (i.e., a database segregated through password-controlled access).
CRM Success Coach: XRA09 - Success Coach
Success Coach consists of 8 hours of remote consulting. During these consulting sessions, a Professional
Services consultant will work with the Customer to answer questions and check on the progress of the
Customer's deployment. The 8 Success Coach hours must be fully used within 30 days after the Start
Date of this Order Form. There are no refunds for unused or partially-used hours. Success Coach only
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Salesforce.com Internal Use Only
includes consulting services and does not include deliverables. NOTWITHSTANDING ANYTHING TO THE
CONTRARY BELOW, THE SUCCESS COACH PRODUCT IS EXCLUSIVELY GOVERNED BY THE SUPPLEMENTAL
TERMS AND RESTRICTIONS AT http://www.salesforce.com/assets/pdf/misc/Contract_Terms.pdf. BY
SIGNING OR ACCEPTING THIS ORDER FORM, CUSTOMER ACKNOWLEDGES THAT IT HAS REVIEWED AND
ACCEPTS THOSE SUPPLEMENTAL TERMS AND CONDITIONS.
CRM Success Package: XRA09 - CRM Success Package
CRM Success Package. The CRM Success Package includes: (a) 10 Enterprise Edition User subscriptions;
(b) 10 Content Add-On for Enterprise Edition User subscriptions; (c) 200 Customer Portal User
subscriptions; and (d) 8 hours of Success Coach consulting services. Customer may add additional User
subscriptions for the above products at SFDCs then-current list price or at a different price agreed on by
the parties. Fees for any such add-on subscriptions will be prorated as applicable for the remainder of
the subscription term. Subscriptions added in the middle of a billing month will be charged in full for
that billing month. The CRM Success Package is limited to two per Customer. If Customer subscribes to
Premier Support, Premier Training or Sandbox in connection with the Cloud Success Package,
incremental fees for such services will be based on 10 Enterprise Edition User subscriptions per CRM
Success Package. The Success Coach consulting services and the Customer Portal subscriptions are
subject to the additional terms in this Order Form.
Customer Portal: XRA09 – Customer Portal Standard – Limited Login User with Overage; XRA09 –
Limited Customer Portal Custom; XRA09 – Limited Customer Portal Standard; XRA11 – Customer
Portal (1 Login/month)
The Customer Portal may be used or accessed only by Downstream Customer Users, and not by
employees or other personnel of Customer. "Downstream Customer" means a third-party legal entity
which is a customer, and is not an affiliate, of Customer. "Downstream Customer User" means an
employee, contractor or agent of a Downstream Customer who has been supplied a user identification
and password by Customer (or by SFDC at Customer's request). Subject to the foregoing, a Downstream
Customer User shall be considered a "User" for purposes of the Agreement. Customers’ partners may
not use or access the Customer Portal unless they are also customers of Customer; in such case they
may access the Customer Portal only for customer activities and not for partner activities.
Customer Portal: XRA09 – Customer Portal Promotional Offer
Salesforce Customer Portal Promotional Offer. Salesforce Customer Portal subscriptions under this
Order Form are provided as part of a promotion. Customer may add Customer Portal subscriptions at
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Salesforce.com Internal Use Only
no charge, provided such subscriptions are added no later than April 30, 2009, and have a start date no
later than May 15, 2009. Customer may add Salesforce Customer Portal subscriptions after April 30,
2009, or with a start date after May 15, 2009, at SFDC’s then-current list price. Fees for any add-on
subscriptions will be prorated as applicable for the remainder of the subscription term. Subscriptions
added in the middle of a billing month will be charged in full for that billing month.
Desk.com: XRA13 - Desk.com by Salesforce
Customer’s purchase and use of Desk.com by Salesforce User subscriptions is governed exclusively by
the following terms of use at http://www.desk.com/termssfdc20120402. Except for additional
Desk.com by Salesforce User subscriptions, no other Desk.com products or upgrades may be purchased
hereunder. Desk.com by Salesforce is offered in English only; Customer should consult a salesforce.com
representative before purchasing this product for use in a language other than English. The Desk.com by
Salesforce User subscriptions include Desk.com’s “Silver Support Upgrade: Phone Support,” “Help
Center: Advanced Templates,” and “Email: Reply Templates,” as described at
http://www.desk.com/pricing-details/.
Firefly: XAT12 - Firefly Visual Process Manager (Informavores); XAT12 - Firefly Interaction Manager
On Demand Term License (Informavores); XAT12 - Firefly Visual Process Manager - Restricted
(Informavores)
The Firefly Visual Process Manager (Firefly) product shall be deemed part of the Service for purposes of
the Master Subscription Agreement, subject to the following. The Firefly product shall not be used for
processes that are deployed through Force.com Sites. The Firefly product is not based on the Force.com
platform and is not hosted on SFDCs infrastructure. The Firefly product consists of hosted and locally
installed (offline) portions. The hosted portion, and any Customer Data entered into it, is hosted by
SFDCs third-party subcontractor (the Hosting Provider). SFDC reserves the right to change the Hosting
Provider at its sole discretion. SFDC grants to Customer a license to install and use the locally installed
portion of the Firefly product on one or more computers owned or controlled by Customer, during the
subscription term described above. Customer shall not (a) copy the offline portion other than to make a
backup copy, (b) distribute or sublicense the offline components, or (c) transfer or assign this license
except as expressly permitted by the Master Subscription Agreement. The locally installed portion of the
Firefly software is delivered along with the software programs listed in the Supplemental Terms and
Conditions for Salesforce Firefly accessible at
http://www.salesforce.com/assets/pdf/misc/salesforce_firefly_terms.pdf, which form an integrated
part of this Order Form. Those software programs are licensed to Customer under the license terms
referenced in those Supplemental Terms and Conditions for Salesforce Firefly and are not deemed part
of the Services for purposes of the Master Subscription Agreement. The Firefly product is deemed
delivered to Customer when SFDC makes the locally installed software available to Customer for
download and transmits to Customer a license key to access the locally installed software and login
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Salesforce.com Internal Use Only
information to access the hosted Firefly product. SFDC warrants that, (i) for thirty (30) days from the
date the locally installed software is made available to Customer for download and the license key and
login information for the Firefly product are transmitted to Customer, the Firefly product will
substantially perform the functions set forth in the electronic user documentation included with the
Firefly product, and (ii) during the subscription term, the Firefly product shall contain appropriate
administrative, physical, and technical safeguards for protection of the security, confidentiality and
integrity of Customer Data. For any breach of this warranty, Customer's exclusive remedy and SFDC's
sole liability shall be repair or replacement of the Firefly product. THE FOREGOING STATES SFDCS SOLE
WARRANTIES REGARDING THE FIREFLY PRODUCT, AND SUPERSEDES AND REPLACES ANY
REPRESENTATIONS, WARRANTIES OR COVENANTS IN THE MASTER SUBSCRIPTION AGREEMENT
REGARDING THE PERFORMANCE, FUNCTIONS, FEATURES, CAPABILITIES, AVAILABILITY OR SECURITY OF
THE FIREFLY PRODUCT. NOTWITHSTANDING ANYTHING TO THE CONTRARY IN THE MASTER
SUBSCRIPTION AGREEMENT, SFDCS LIABILITY FOR ANY HARM OR DAMAGES CAUSED BY THE HOSTING
PROVIDER SHALL BE LIMITED TO THE FEES PAID BY CUSTOMER FOR THE FIREFLY PRODUCT UNDER THIS
ORDER FORM.
Firefly: XAT12 - Firefly VPM for Service Cloud - Restricted (Informavores); XAT12 - Firefly Visual
Process Manager for Service Cloud (Informavores)
The Firefly Visual Process Manager (Firefly) product shall be deemed part of the Service for purposes of
the Master Subscription Agreement, subject to the following. The Firefly product shall not be used for
processes that are deployed through Force.com Sites. The Firefly product is not based on the Force.com
platform and is not hosted on SFDCs infrastructure. The Firefly product consists of hosted and locally
installed (offline) portions. The hosted portion, and any Customer Data entered into it, is hosted by
SFDCs third-party subcontractor (the Hosting Provider). SFDC reserves the right to change the Hosting
Provider at its sole discretion. SFDC grants to Customer a license to install and use the locally installed
portion of the Firefly product on one or more computers owned or controlled by Customer, during the
subscription term described above. Customer shall not (a) copy the offline portion other than to make a
backup copy, (b) distribute or sublicense the offline components, or (c) transfer or assign this license
except as expressly permitted by the Master Subscription Agreement. The locally installed portion of the
Firefly software is delivered along with the software programs listed in the Supplemental Terms and
Conditions for Salesforce Firefly accessible at
http://www.salesforce.com/assets/pdf/misc/salesforce_firefly_terms.pdf, which form an integrated
part of this Order Form. Those software programs are licensed to Customer under the license terms
referenced in those Supplemental Terms and Conditions for Salesforce Firefly and are not deemed part
of the Services for purposes of the Master Subscription Agreement. The Firefly product is deemed
delivered to Customer when SFDC makes the locally installed software available to Customer for
download and transmits to Customer a license key to access the locally installed software and login
information to access the hosted Firefly product. SFDC warrants that, (i) for thirty (30) days from the
date the locally installed software is made available to Customer for download and the license key and
login information for the Firefly product are transmitted to Customer, the Firefly product will
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Salesforce.com Internal Use Only
substantially perform the functions set forth in the electronic user documentation included with the
Firefly product, and (ii) during the subscription term, the Firefly product shall contain appropriate
administrative, physical, and technical safeguards for protection of the security, confidentiality and
integrity of Customer Data. For any breach of this warranty, Customer's exclusive remedy and SFDC's
sole liability shall be repair or replacement of the Firefly product. THE FOREGOING STATES SFDCS SOLE
WARRANTIES REGARDING THE FIREFLY PRODUCT, AND SUPERSEDES AND REPLACES ANY
REPRESENTATIONS, WARRANTIES OR COVENANTS IN THE MASTER SUBSCRIPTION AGREEMENT
REGARDING THE PERFORMANCE, FUNCTIONS, FEATURES, CAPABILITIES, AVAILABILITY OR SECURITY OF
THE FIREFLY PRODUCT. NOTWITHSTANDING ANYTHING TO THE CONTRARY IN THE MASTER
SUBSCRIPTION AGREEMENT, SFDCS LIABILITY FOR ANY HARM OR DAMAGES CAUSED BY THE HOSTING
PROVIDER SHALL BE LIMITED TO THE FEES PAID BY CUSTOMER FOR THE FIREFLY PRODUCT UNDER THIS
ORDER FORM.
Firefly: XAT12 - Firefly VPM for Sites or Portals - Service Cloud (Informavores); XAT12 - Firefly Visual
Process Manager for Sites or Portals (Informavores)
The Firefly Visual Process Manager for Sites or Portals (Firefly for Sites or Portals) product shall be
deemed part of the Service for purposes of the Master Subscription Agreement, subject to the following.
The Firefly for Sites or Portals product may be used only for processes that are deployed externally
through Force.com Sites or Portals. The Firefly for Sites or Portals product shall not be used for
processes that are deployed through Salesforce products other than Force.com Sites or Portals. The
Firefly for Sites or Portals product is not based on the Force.com platform and is not hosted on SFDCs
infrastructure. The Firefly for Sites or Portals product consists of hosted and locally installed (offline)
portions. The hosted portion, and any Customer Data entered into it, is hosted by SFDCs third-party
subcontractor (the Hosting Provider). SFDC reserves the right to change the Hosting Provider at its sole
discretion. SFDC grants to Customer a license to install and use the locally installed portion of the Firefly
for Sites or Portals product on one or more computers owned or controlled by Customer, during the
subscription term described above. Customer shall not (a) copy the offline portion other than to make a
backup copy, (b) distribute or sublicense the offline components, or (c) transfer or assign this license
except as expressly permitted by the Master Subscription Agreement. The locally installed portion of the
Firefly for Sites or Portals software is delivered along with the software programs listed in the
Supplemental Terms and Conditions for Salesforce Firefly for Sites or Portals accessible at
http://www.salesforce.com/assets/pdf/misc/salesforce_firefly_terms.pdf, which form an integrated
part of this Order Form. Those software programs are licensed to Customer under the license terms
referenced in those Supplemental Terms and Conditions for Salesforce Firefly and are not deemed part
of the Services for purposes of the Master Subscription Agreement. The Firefly for Sites or Portals
product is deemed delivered to Customer when SFDC makes the locally installed software available to
Customer for download and transmits to Customer a license key to access the locally installed software
and login information to access the hosted Firefly for Sites or Portals product. SFDC warrants that, (i) for
thirty (30) days from the date the locally installed software is made available to Customer for download
and the license key and login information for the Firefly for Sites or Portals product are transmitted to
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Salesforce.com Internal Use Only
Customer, the Firefly for Sites or Portals product will substantially perform the functions set forth in the
electronic user documentation included with the Firefly for Sites or Portals product, and (ii) during the
subscription term, the Firefly for Sites or Portals product shall contain appropriate administrative,
physical, and technical safeguards for protection of the security, confidentiality and integrity of
Customer Data. For any breach of this warranty, Customer's exclusive remedy and SFDC's sole liability
shall be repair or replacement of the Firefly for Sites or Portals product. THE FOREGOING STATES SFDCS
SOLE WARRANTIES REGARDING THE FIREFLY FOR SITES OR PORTALS PRODUCT, AND SUPERSEDES AND
REPLACES ANY REPRESENTATIONS, WARRANTIES OR COVENANTS IN THE MASTER SUBSCRIPTION
AGREEMENT REGARDING THE PERFORMANCE, FUNCTIONS, FEATURES, CAPABILITIES, AVAILABILITY OR
SECURITY OF THE FIREFLY FOR SITES OR PORTALS PRODUCT. NOTWITHSTANDING ANYTHING TO THE
CONTRARY IN THE MASTER SUBSCRIPTION AGREEMENT, SFDCS LIABILITY FOR ANY HARM OR DAMAGES
CAUSED BY THE HOSTING PROVIDER SHALL BE LIMITED TO THE FEES PAID BY CUSTOMER FOR THE
FIREFLY FOR SITES OR PORTALS PRODUCT UNDER THIS ORDER FORM.
Force.com: XNB11 - Force.com - Enterprise Edition (Free Administrator)
If Customer does not already have a User subscription entitled to full administration functionality as part
of another salesforce.com product to which the Customer subscribes, then the 100 included Force.com
Edition (Free) User subscriptions will include one administration User subscription, which may be used
solely to administer the Force.com Edition (Free) Service, and not to enter, view or modify Leads,
Opportunities, Products, Forecasts, Cases, Solutions or Campaigns. Customer understands that these
functionality limitations are contractual in nature (i.e., the functionality itself has not been disabled as a
technical matter in the application) and therefore agrees to strictly monitor the Force.com - Edition
(Free Administrator) User's use of such subscription and enforce the applicable restrictions.
Salesforce.com may audit Customer's use of the Force.com - Edition (Free Administrator) subscription at
any time through the Service. Should any audit reveal unauthorized use of the Force.com - Edition (Free
Administrator) subscription, salesforce.com will so notify Customer in writing (email permitted). If a
subsequent audit reveals unauthorized use of the Force.com - Edition (Free Administrator) subscription,
Customer agrees it will pay, within five (5) business days of notice of the audit results, the difference
between (a) salesforce.coms list price for Enterprise Edition or Unlimited Edition, as applicable based on
the type of Service edition to which Customer subscribes, in effect at the time of such notice, and (b) the
amount paid by Customer for the Force.com - Edition (Free Administrator) subscription showing
unauthorized use.
Force.com:XNB11 - Force.com - Enterprise Edition (Free); XNB11 - Force.com - Unlimited Edition (Free)
Notwithstanding anything to the contrary below, Customers use of the Force.com Edition (Free) is
subject to the Force.com Edition (Free) Agreement located at
http://www.salesforce.com/company/free_force_com_agreement.jsp, and is not subject to any Master
Subscription Agreement between Customer and SFDC. The Force.com Edition (Free) Agreement includes
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Salesforce.com Internal Use Only
but is not limited to the terms summarized below. Force.com Edition (Free) includes 100 User
subscriptions. Each Force.com Edition (Free) User may access a single web application with no more
than 10 custom objects. Customer must assign each Force.com Edition (Free) User subscription to a User
profile that has access to no more than 10 custom objects. Standard objects that a Force.com Edition
(Free) User can view within the Force.com Edition (Free) service do not count toward the 10-customobject limit. Customer and its Affiliates collectively shall not subscribe to more than one single 100-User
Force.com Edition (Free) subscription. SFDC obtains no right, title or interest from Customer (or its
licensors), under the Force.com Edition (Free) Agreement or this Order Form, in or to Customers data or
any web applications or source code created by Customer using the Force.com Edition (Free), including
any intellectual property rights subsisting therein. The Force.com Edition (Free) is provided AS ISwithout
any warranty, express or implied, and SFDC shall have no liability whatsoever in connection with the
Force.com Edition (Free) (except to the extent such disclaimer is prohibited by applicable law).
Force.com: XRA11 - Force.com (One-App) for Partner Applications
Force.com (One-App) for Partner Application. Each Force.com (One-App) for Partner Application
subscription must be assigned to a User profile that has access to no more than the number of custom
objects required to run a single partner application. Standard objects that a Force.com (One-App) for
Partner Application User can view within the Service do not count toward the 10-custom-object limit.
Customer understands that the above functionality limitations are contractual in nature (i.e., the
number of custom objects is not limited as a technical matter in the Service) and therefore agrees to
strictly monitor its Users' use of such subscriptions and enforce the limit on the number of custom
objects. SFDC may audit Customer's use of Force.com (One-App) for Partner Application subscriptions at
any time through the Service. Should any audit reveal any use of Force.com (One-App) for Partner
Application subscriptions in violation of the above restrictions, Customer agrees it will pay, within five
(5) business days of notice of the audit results, the difference between the contract price for Force.com
(One-App) for Partner Application and the list price for full Force.com Edition subscriptions, for all of the
Force.com (One-App) for Partner Application subscriptions showing unauthorized use (taken as a group),
beginning with the date of the first violation through the end of the then current subscription term.
Upon such payment, all such Force.com (One-App) for Partner Application subscriptions showing
unauthorized use will be converted into full Force.com Edition subscriptions for the remainder of the
then current subscription term.
Force.com: XRA09 - Force.com Unlimited Edition (One App) plus Premier Training Promotion
During the Contract Term, for each Force.com Unlimited Edition plus Premier Training Promotion User
subscription purchased by Customer, Customer shall be entitled to one Premier Training User
subscription at no charge, provided that the Force.com Unlimited Edition plus Premier Training
Promotion Users set forth in this Order Form are purchased on or before October 31, 2009. Fees for any
add-on subscriptions will be prorated as applicable for the remainder of the subscription term.
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Force.com Unlimited Edition plus Premier Training Promotion User Subscriptions added in the middle of
a billing month will be charged in full for that billing month. This is a one-time promotional offer, and
upon expiration of this Contract Term, Customer shall pay the then-current list price or other mutually
agreed upon price for Premier Training Users for any applicable renewal term.
Premier Training allows Customer to access and receive various training products during the Premier
Training subscription term. Premier Training is subject to the supplemental terms and restrictions at
http://www.salesforce.com/assets/pdf/misc/Premier_Training_Terms.PDF. By signing or accepting this
Order Form, Customer acknowledges that it has reviewed and accepts those supplemental terms and
conditions.
Force.com: XRA13 – Force.com – Enterprise Edition (One App); XRA13 – Force.com - Unlimited
Edition (One App)
Force.com - One App. Each Force.com - One App subscription must be assigned to a User profile that
has access to no more than 1 custom app containing no more than 10 custom objects. Standard objects
that a Force.com - One App User can view within the Service do not count toward the 10-custom-object
limit. Customer understands that the above functionality limitations are contractual in nature (i.e., the
number of custom apps or objects is not limited as a technical matter in the Service) and therefore
agrees to strictly monitor its Users' use of such subscriptions and enforce the limit on the number of
custom objects and custom apps. SFDC may monitor Customer's use of Force.com - One App
subscriptions at any time through the Service. Should any monitoring reveal any use of Force.com - One
App subscriptions in violation of the above restrictions, Customer agrees it will pay, within five (5)
business days of notice of the results, the difference between the contract price for Force.com - One
App subscriptions and the list price for the applicable full Force.com edition subscriptions, for all of the
Force.com - One App subscriptions showing unauthorized use (taken as a group), beginning with the
date of the first violation through the end of the then current subscription term. Upon such payment, all
such Force.com - One App subscriptions showing unauthorized use will be converted into the applicable
full Force.com edition subscriptions for the remainder of the then current subscription term.
Force.com: XAT12 - Force.com - Unlimited Edition plus Premier Training Promotion
During the Contract Term, for each Force.com - Unlimited Edition plus Premier Training Promotion User
subscription purchased by Customer, Customer shall be entitled to one Premier Training User
subscription at no charge, provided that the Force.com - Unlimited Edition plus Premier Training
Promotion Users set forth in this Order Form are purchased on or before July 31, 2010. Fees for any addon subscriptions will be prorated as applicable for the remainder of the subscription term. Force.com Unlimited Edition plus Premier Training Promotion User Subscriptions added in the middle of a billing
month will be charged in full for that billing month. This is a one-time promotional offer, and upon
expiration of this Contract Term, Customer shall pay the then-current list price or other mutually agreed
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upon price for Premier Training Users for any applicable renewal term. Premier Training allows
Customer to access and receive various training products during the Premier Training subscription term.
Premier Training is subject to the supplemental terms and restrictions at
http://www.salesforce.com/assets/pdf/misc/Premier_Training_Terms.PDF. By signing or accepting this
Order Form, Customer acknowledges that it has reviewed and accepts those supplemental terms and
conditions.
Force.com: XRA09 – Force.com - One App Promotional Offer
Force.com - One App subscriptions under this Order Form are provided as part of a promotion.
Customer may add Force.com - One App subscriptions at no charge, provided such subscriptions are
added no later than April 30, 2009, and have a start date no later than May 15, 2009. Customer may
add Force.com - One App subscriptions after April 30, 2009, or with a start date after May 15, 2009, at
SFDC’s then-current list price. Fees for any add-on subscriptions will be prorated as applicable for the
remainder of the subscription term. Subscriptions added in the middle of a billing month will be
charged in full for that billing month.
Ideas Portal: XRA10 - Ideas & Answers Portal (1 Login/month)
Ideas & Answers Portal (1 Login/month). The pricing above for the Ideas & Answers Portal (1
Login/month) product includes the corresponding number of User logins per calendar month specified
under "Quantity" above. If in any calendar month the Customer Org exceeds its aggregate monthly User
login quantity by a number that is greater than three times the purchased number of User logins,
Customer will be charged 1.5 times the Monthly Price or Monthly Sales Price for each User login in
excess of three times the purchased number of User logins. If the Customer Org exceeds its aggregate
monthly User login quantity in four consecutive calendar months, starting on such fourth month (and for
each month thereafter until Customer is not exceeding its monthly User login quantity) Customer will be
charged 1.5 times the Monthly Price or Monthly Sales Price for each excess User login. Such additional
fees will be charged to Customer monthly in arrears through the billing or payment method specified
above. Unused logins are forfeited at the end of each month and do not roll over to subsequent months.
The beginning and end of each calendar month will conform with U.S. Pacific Time. For each User login
purchased under Quantity, 10 Downstream Customer User subscriptions will be provisioned, up to a
maximum of 500,000 Downstream Customer User subscriptions per Org. Orgmeans a unique instance of
the Service, i.e., a separate set of Customer Data and Customer-specific Service customizations held by
SFDC in a logically separated database (i.e., a database segregated through password-controlled access).
Ideas & Answers Only Portal users cannot easily be upgraded to full Salesforce CRM users. Any such
upgrade requires creation of a new user identity and may result in the loss of the user's Ideas & Answers
Portal (1 Login/month) activity history.
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Ideas Portal: XRA09 - Ideas Only Portal - 250 Logins
Fees for Excess Logins. The pricing above for the Ideas Only Portal product includes 250 User logins per
calendar month. User logins to such product in excess of that number in any calendar month are subject
to an additional fee of $2.50 (or in the currency applicable to this contract: £1.50, ¬1.90,¥290, AUD 3.15,
SEK 18) per excess login. Such additional fees will be charged to Customer monthly in arrears through
the billing or payment method specified above. Unused logins are forfeited at the end of the month and
do not roll over to subsequent months. The beginning and end of each calendar month will conform
with U.S. Pacific Time. Ideas Only Portal users cannot easily be upgraded to full Salesforce CRM users.
Any such upgrade requires creation of a new user identity and may result in the loss of the user's Ideas
Only Portal activity history.
Ideas Portal: XRA09 - Ideas Only Portal - 750 Logins
Fees for Excess Logins. The pricing above for the Ideas Only Portal product includes 750 User logins per
calendar month. User logins to such product in excess of that number in any calendar month are subject
to an additional fee of $2.00 (or in the currency applicable to this contract: £1.20, ¬1.52, ¥232, AUD
2.52, SEK 14.40) per excess login. Such additional fees will be charged to Customer monthly in arrears
through the billing or payment method specified above. Unused logins are forfeited at the end of the
month and do not roll over to subsequent months. The beginning and end of each calendar month will
conform with U.S. Pacific Time. Ideas Only Portal users cannot easily be upgraded to full Salesforce CRM
users. Any such upgrade requires creation of a new user identity and may result in the loss of the user's
Ideas Only Portal activity history.
Ideas Portal: XRA09 - Ideas Only Portal - 6,000 Logins
Fees for Excess Logins. The pricing above for the Ideas Only Portal product includes 6,000 User logins per
calendar month. User logins to such product in excess of that number in any calendar month are subject
to an additional fee of $1.25 (or in the currency applicable to this contract: £0.75, ¬0.95, ¥145, AUD
1.58, SEK 9.00) per excess login. Such additional fees will be charged to Customer monthly in arrears
through the billing or payment method specified above. Unused logins are forfeited at the end of the
month and do not roll over to subsequent months. The beginning and end of each calendar month will
conform with U.S. Pacific Time. Ideas Only Portal users cannot easily be upgraded to full Salesforce CRM
users. Any such upgrade requires creation of a new user identity and may result in the loss of the user's
Ideas Only Portal activity history.
Ideas Portal: XRA09 - Ideas Only Portal - 15,000 Logins
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Fees for Excess Logins. The pricing above for the Ideas Only Portal product includes 15,000 User logins
per calendar month. User logins to such product in excess of that number in any calendar month are
subject to an additional fee of $1.00 (or in the currency applicable to this contract: £0.60, ¬0.76, ¥116,
AUD 1.26, SEK 7.20) per excess login. Such additional fees will be charged to Customer monthly in
arrears through the billing or payment method specified above. Unused logins are forfeited at the end
of the month and do not roll over to subsequent months. The beginning and end of each calendar
month will conform with U.S. Pacific Time. Ideas Only Portal users cannot easily be upgraded to full
Salesforce CRM users. Any such upgrade requires creation of a new user identity and may result in the
loss of the user's Ideas Only Portal activity history.
Ideas Portal: XRA09 - Ideas Only Portal - 500,000 Logins
Fees for Excess Logins. The pricing above for the Ideas Only Portal product includes 500,0000 User logins
per calendar month. User logins to such product in excess of that number in any calendar month are
subject to an additional fee of $0.35 (or in the currency applicable to this contract: £0.21, ¬0.27, ¥40.60,
AUD 0.44, SEK 2.52) per excess login. Such additional fees will be charged to Customer monthly in
arrears through the billing or payment method specified above. Unused logins are forfeited at the end
of the month and do not roll over to subsequent months. The beginning and end of each calendar
month will conform with U.S. Pacific Time. Ideas Only Portal users cannot easily be upgraded to full
Salesforce CRM users. Any such upgrade requires creation of a new user identity and may result in the
loss of the user's Ideas Only Portal activity history.
Knowledge: XRA10 - Knowledge (Third Party Hosted)
The subscription Salesforce Knowledge product (the "Software") shall be deemed part of the Service for
purposes of the Master Subscription Agreement, subject to the following. SFDC grants to Customer a
limited-term, nonexclusive, nontransferable (except in accordance with the assignment provisions in the
Master Subscription Agreement) license to use and permit the use of the Software for Customer's
business purposes, subject to the restrictions (including without limitation the number of authorized
Users) and terms and conditions in this Order Form and in the Master Subscription Agreement. The
Software and related customer support shall be provided on a subscription basis for an initial term set
forth above, and for renewal terms in accordance with the renewal provisions in the Master
Subscription Agreement. Fees are payable in advance of the initial term and each renewal term. The
Software is deemed delivered to Customer upon SFDC's shipment to Customer of a unique uniform
resource locator and login information to access the Software. SFDC warrants that, for thirty (30) days
from the date the uniform resource locator and login information for the Software is shipped to
Customer, the Software will substantially perform the functions set forth in the electronic user
documentation included with the Software. For any breach of this warranty, Customer's sole remedy
and SFDC's exclusive obligation shall be repair or replacement of the Software; fees paid are
nonrefundable. SFDC may use third party subcontractors in connection with its provision of the Service,
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including the data encryption, transmission, access and storage. The Software, and Customer Data
entered into the Software, shall not be hosted on SFDCs infrastructure, but rather shall be hosted for
Customer by a third party subcontracted by SFDC (the Hosting Provider). SFDC reserves the right to
change the Hosting Provider at its sole discretion. NOTWITHSTANDING ANYTHING TO THE CONTRARY IN
THE MASTER SUBSCRIPTION AGREEMENT, SFDCS LIABILITY FOR ANY HARM OR DAMAGES CAUSED BY
THE HOSTING PROVIDER SHALL BE LIMITED TO THE FEES PAID BY CUSTOMER UNDER THIS ORDER FORM.
Knowledge: XRA10 - Salesforce Knowledge for Self-Service - Hosted, 240K Hits; XRA10 - Salesforce
Knowledge for Self-Service - Hosted, 1.2 Million Hits; XRA10 - Salesforce Knowledge for Self-Service Hosted, 2.4 Million Hits; XRA10 - Salesforce Knowledge for Self-Service - Hosted, 4.8 Million Hits;
XRA10 - Salesforce Knowledge for Self-Service - Hosted, 9.6 Million Hits; XRA10 - Salesforce
Knowledge for Self-Service - Hosted, 24 Million Hits
"Hit means an access to a document in Salesforce Knowledge for Self Service. An access is defined as the
display of all or part of the body of a document in the user interface. The display of the document metadata (e.g., title, abstract, dates) as part of a list of documents does not count as a Hit. Customer
understands that the Hit limits are contractual in nature (i.e., the limit is not enforced as a technical
matter in the application) and therefore agrees to strictly monitor the number of Hits and enforce the
limits. SFDC may audit the number of Hits at any time. Should any audit reveal that the actual number of
Hits exceeds the number purchased then Customer agrees it will pay, within five (5) business days of
notice of the audit results, the difference between (a) the contract price for the purchased Hits and (b)
the price for the smallest standard SFDC package of Hits that is larger than the actual number of Hits
found in the audit results.
The subscription Salesforce Knowledge for Self-Service product (the ""Software"") shall be deemed part
of the Service for purposes of the Master Subscription Agreement, subject to the following. SFDC grants
to Customer a limited-term, nonexclusive, nontransferable (except in accordance with the assignment
provisions in the Master Subscription Agreement) license to use and permit the use of the Software for
Customer's business purposes, subject to the restrictions (including without limitation the number of
authorized Users) and terms and conditions in this Order Form and in the Master Subscription
Agreement. The Software and related customer support shall be provided on a subscription basis for an
initial term set forth above, and for renewal terms in accordance with the renewal provisions in the
Master Subscription Agreement. Fees are payable in advance of the initial term and each renewal term.
The Software is deemed delivered to Customer upon SFDC's shipment to Customer of a unique uniform
resource locator and login information to access the Software. SFDC warrants that, for thirty (30) days
from the date the uniform resource locator and login information for the Software is shipped to
Customer, the Software will substantially perform the functions set forth in the electronic user
documentation included with the Software. For any breach of this warranty, Customer's sole remedy
and SFDC's exclusive obligation shall be repair or replacement of the Software; fees paid are
nonrefundable. SFDC may use third party subcontractors in connection with its provision of the Service,
including the data encryption, transmission, access and storage. The Software, and Customer Data
entered into the Software, shall not be hosted on SFDCs infrastructure, but rather shall be hosted for
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Customer by a third party subcontracted by SFDC (the Hosting Provider). SFDC reserves the right to
change the Hosting Provider at its sole discretion. NOTWITHSTANDING ANYTHING TO THE CONTRARY IN
THE MASTER SUBSCRIPTION AGREEMENT, SFDCS LIABILITY FOR ANY HARM OR DAMAGES CAUSED BY
THE HOSTING PROVIDER SHALL BE LIMITED TO THE FEES PAID BY CUSTOMER UNDER THIS ORDER
FORM."
Knowledge: XRA09 - Salesforce Knowledge
The Salesforce Knowledge software product (the "Software") shall be deemed part of the Service for
purposes of the Master Subscription Agreement, subject to the following. The Software is a
downloadable software product and not a hosted, Web-based service. SFDC grants to Customer a
limited-term, nonexclusive, nontransferable (except in accordance with the assignment provisions in the
Master Subscription Agreement) license to (i) install the Software on one or more computers located at
the Customer's premises; and (ii) use and permit the use of the Software for Customer's business
purposes, subject to the restrictions (including without limitation the number of authorized Users) and
terms and conditions in this Order Form and in the Master Subscription Agreement. The Software and
related customer support shall be provided on a subscription basis for an initial term set forth above,
and for renewal terms in accordance with the renewal provisions in the Master Subscription Agreement.
Fees are payable in advance of the initial term and each renewal term. The Software is deemed
delivered to Customer upon SFDC's making the Software available to Customer for download and SFDC's
shipment to Customer of a license key for the Software (the Software will not be shipped to Customer
on tangible media). SFDC warrants that, for thirty (30) days from the date the license key for the
Software is shipped to Customer, the Software will substantially perform the functions set forth in the
electronic user documentation included with the Software. For any breach of this warranty, Customer's
sole remedy and SFDC's exclusive obligation shall be repair or replacement of the Software; fees paid
are nonrefundable. Customer Data entered into the Software is not hosted or stored by SFDC, and
therefore is not subject to return by SFDC to Customer.
Knowledge: XRA09 - Salesforce Knowledge for Self-Service, 1.2 Million Hits; XRA09 - Salesforce
Knowledge for Self-Service, 24 Million Hits
"Hit means an access to a document in Salesforce Knowledge for Self Service. An access is defined as the
display of all or part of the body of a document in the user interface. The display of the document metadata (e.g., title, abstract, dates) as part of a list of documents does not count as a Hit. Customer
understands that the Hit limits are contractual in nature (i.e., the limit is not enforced as a technical
matter in the application) and therefore agrees to strictly monitor the number of Hits and enforce the
limits. SFDC may audit the number of Hits at any time. Should any audit reveal that the actual number of
Hits exceeds the number purchased then Customer agrees it will pay, within five (5) business days of
notice of the audit results, the difference between (a) the contract price for the purchased Hits and (b)
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the price for the smallest standard SFDC package of Hits that is larger than the actual number of Hits
found in the audit results.
The Salesforce Knowledge for Self Service software product (the ""Software"") shall be deemed part of
the Service for purposes of the Master Subscription Agreement, subject to the following. The Software is
a downloadable software product and not a hosted, Web-based service. SFDC grants to Customer a
limited-term, nonexclusive, nontransferable (except in accordance with the assignment provisions in the
Master Subscription Agreement) license to (i) install the Software on one or more computers located at
the Customer's premises; and (ii) use and permit the use of the Software for Customer's business
purposes, subject to the restrictions (including without limitation the number of authorized Users) and
terms and conditions in this Order Form and in the Master Subscription Agreement. The Software and
related customer support shall be provided on a subscription basis for an initial term set forth above,
and for renewal terms in accordance with the renewal provisions in the Master Subscription Agreement.
Fees are payable in advance of the initial term and each renewal term. The Software is deemed
delivered to Customer upon SFDC's making the Software available to Customer for download and SFDC's
shipment to Customer of a license key for the Software (the Software will not be shipped to Customer
on tangible media). SFDC warrants that, for thirty (30) days from the date the license key for the
Software is shipped to Customer, the Software will substantially perform the functions set forth in the
electronic user documentation included with the Software. For any breach of this warranty, Customer's
sole remedy and SFDC's exclusive obligation shall be repair or replacement of the Software; fees paid
are nonrefundable. Customer Data entered into the Software is not hosted or stored by SFDC, and
therefore is not subject to return by SFDC to Customer."
Partner Edition: XRA07 – Partner Edition
Partner Edition Licenses. Customer must purchase at least one Partner Edition License for each Partner
it permits access to the Partner Edition Service. Each Partner Edition License entitles Customer to allow
five (5) Partner Users to access the Partner Edition Service. These Partner Users may be pooled and
allocated among Customer's different Partners as needed, provided Customer has purchased a Partner
Edition License for each Partner. Partner" means a third-party legal entity with which Customer
transacts business and which is not an affiliate of Customer. "Partner User" means an employee,
contractor or agent of a Partner (but not an employee of Customer) who is authorized by a Partner to
use the Partner Edition Service, and who has been supplied a user identification and password by
Customer (or by SFDC at Customer's request). Subject to the foregoing, a Partner User shall be
considered a "User" for purposes of the Agreement.
Premier Training: XRA10 - Premier Training; XRA11 - Premier Training
Premier Training allows Customer to access and receive various training products during the Premier
Training subscription term. Premier Training is subject to the supplemental terms and restrictions at
http://www.salesforce.com/assets/pdf/misc/Premier_Training_Terms.PDF. By signing or accepting this
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Order Form, Customer acknowledges that it has reviewed and accepts those supplemental terms and
conditions.
Professional Edition with Marketing: XRA09 – Professional Edition with Marketing – GE Upgrade
Promotion
Professional Edition with Marketing – GE Upgrade Promotion. The Salesforce Professional Edition with
Marketing – GE Upgrade Promotion ("Professional Edition with Marketing") subscription purchased
under this Order Form are provided as part of a one-time promotion. Customer may add Professional
Edition with Marketing subscriptions at the promotional pricing, provided such subscriptions are added
by January 31, 2009, and have a start date no later than February 15, 2009. Customer may add
Salesforce Professional Edition subscriptions and/or Salesforce Marketing Automation subscriptions
after January 31, 2009, or with a start date after February 15, 2009, at SFDC’s then-current list price.
Fees for any add-on subscriptions will be prorated as applicable for the remainder of the underlying
subscription term. Subscriptions added in the middle of a billing month will be charged in full for that
billing month.
Professional Edition with Products: XRA09 – Professional Edition with Products – GE Upgrade Promo
Professional Edition with Products and Scheduling - GE Upgrade Promotion. The Salesforce Professional
Edition with Products and Scheduling– GE Upgrade Promotion ("Professional Edition with Products")
subscription purchased under this Order Form are provided as part of a one-time promotion. Customer
may add Professional Edition with Products subscriptions at the promotional pricing, provided such
subscriptions are added by January 31, 2009, and have a start date no later than February 15, 2009.
Customer may add Salesforce Professional Edition subscriptions and/or Salesforce Products and
Scheduling subscriptions after January 31, 2009, or with a start date after February 15, 2009, at SFDC’s
then-current list price. Fees for any add-on subscriptions will be prorated as applicable for the
remainder of the underlying subscription term. Subscriptions added in the middle of a billing month will
be charged in full for that billing month.
Remedyforce: XRA12 – Remedyforce (Administrator)
The Remedyforce (Administrator) product may not be accessed or used to enter, view or modify Leads,
Opportunities, Products, Forecasts, Cases, Solutions or Campaigns. Customer understands that these
functionality limitations are contractual in nature (i.e., the functionality itself has not been disabled as a
technical matter in the application) and therefore agrees to strictly monitor Users' use of such
subscriptions and enforce the applicable restrictions.
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Remedyforce: XRA12 – Remedyforce (Platform) for Enterprise Edition; XRA12 – Remedyforce
(Platform) for Unlimited Edition
Customer's purchase and use of Remedyforce is subject to the following additional terms and
conditions, and to BMC's Master Subscription Agreement at
http://www.salesforce.com/company/agreements/bmc_servicedesk/. Remedyforce is provided by BMC,
not by SFDC, and is not part of the SFDC Service. SFDC does not support or maintain Remedyforce. SFDC
is not responsible for the security or privacy of data entered into Remedyforce, and shall not be liable
for any loss, corruption or unauthorized use or disclosure of such data. Customer shall not enter into
Remedyforce any data that infringes the intellectual property rights, or otherwise violates the legal
rights, of a third party. Customer shall comply with all applicable laws and regulations in using
Remedyforce. SFDC MAKES NO REPRESENTATION, WARRANTY, OR GUARANTY OF ANY KIND WITH
RESPECT TO REMEDYFORCE, INCLUDING BUT NOT LIMITED TO ITS RELIABILITY, QUALITY, SUITABILITY,
AVAILABILITY, ACCURACY, SECURITY, PRIVACY, OR COMPLETENESS. AS BETWEEN CUSTOMER AND SFDC,
REMEDYFORCE IS PROVIDED TO CUSTOMER STRICTLY ON AN "AS IS" BASIS. TO THE MAXIMUM EXTENT
PERMITTED BY LAW, SFDC DISCLAIMS ALL WARRANTIES, WHETHER EXPRESS, IMPLIED, STATUTORY OR
OTHERWISE, WITH RESPECT TO REMEDYFORCE, INCLUDING, WITHOUT LIMITATION, ANY IMPLIED
WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.
IN NO EVENT SHALL SFDC HAVE ANY LIABILITY TO CUSTOMER FOR ANY DAMAGES, INCLUDING BUT NOT
LIMITED TO DIRECT, INDIRECT, SPECIAL, INCIDENTAL, PUNITIVE, AND CONSEQUENTIAL DAMAGES AND
DAMAGES BASED ON LOST PROFITS, RELATED TO REMEDYFORCE, HOWEVER CAUSED AND, WHETHER IN
CONTRACT, TORT OR UNDER ANY OTHER THEORY OF LIABILITY, WHETHER OR NOT CUSTOMER HAS
BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
Retained Architect: XRA11 – Retained Architect
Customer’s subscription to the Retained Architect allows Customer to consult with their designated
SFDC architect for the number of Retained Architect days specified under Quantity above, in each
contract month during the Order Term above. A “Retained Architect day” is up to 8 hours of SFDC
Retained Architect time in a single calendar day, Monday through Friday, and excludes holidays
recognized by salesforce.com, paid time off (e.g., vacation, sick time) in accordance with
Salesforce.com’s PTO policies, and SFDC internal training days for the Retained Architect, (collectively
“Administrative Days”). Customer acknowledges that the Retained Architect will not be available to
Customer on Administrative Days, and so the actual number of days in which the Retained Architect will
be performing services for Customer is the number of Retained Architect days specified under Quantity
above less any applicable Administrative Days during the Order Term. SFDC will make commercially
reasonable efforts to ensure that the number of Administrative Days taken during a given contract year
does not exceed fifteen days for a half time Retained Architect and thirty days for a full-time Retained
Architect. A “contract year” is the yearly period beginning on the Order Start Date above and on each
annual anniversary thereafter during the Order Term. (For example only, if the Order Start Date were
January 15, 2011, the first contract year would be January 15, 2011 to January 14, 2012, the second
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contract year would be January 15, 2012 to January 14, 2013, and so on until the end of the Order
Term.) SFDC may designate more than one Retained Architect resource for Customer in order to ensure
availability for the total number of Retained Architect days in a contract month. A “contract month” is
the monthly period beginning on the Order Start Date above and on each monthly anniversary
thereafter during the Order Term. (For example only, if the Order Start Date were January 15, 2011, the
first contract month would be January 15 to February 14, 2011, the second contract month would be
February 15 to March 14, 2011, and so on until the end of the Order Term.) If Customer does not use
the specified number of Retained Architect days in any contract month, the unused Retained Architect
days for that contract month will be permanently forfeited by Customer, and may not be refunded,
extended, rolled over to another period, or applied to another account or SFDC product or service.
Retained Architect subscriptions may be applied only to Retained Architect activities and not toward the
purchase of any other SFDC product or service. The Retained Architect is an advisory role, and will
advise Customer on such topics as architecture reviews, road map design and prioritization, Force.com
platform expertise, expert project guidance, and ongoing optimization planning. For clarity the Retained
Architect does not deliver design or implementation services but can lead, evaluate and contribute to
the customer's design efforts. Retained Architect services shall not result in a transfer or assignment of
intellectual property rights between the parties. Both Customer and SFDC will mutually work together
to come to agreement on an applicable monthly schedule for the Retained Architect services, provided
that Customer gives SFDC at least 10 business days notice prior to the date the Customer would like to
schedule the resource. SFDC shall use commercially reasonable efforts to accommodate Customer’s
preferred dates for scheduling. Services must be scheduled for consecutive business days unless
otherwise agreed in writing by Customer and SFDC. Retained Architect services will generally be
provided remotely, but may be provided onsite at Customer’s location subject to mutual agreement of
Customer and SFDC. Retained Architect subscription fees do not include travel or related expenses; any
such expenses incurred by a Retained Architect in performing services for Customer will be invoiced to
and reimbursed by Customer. Retained Architect subscriptions are non-cancelable and fees paid are
nonrefundable.
Riptide Recruiting: XRA10 – Riptide Recruiting
The Riptide Recruiting product is provided by Riptide under the following terms and conditions, which
apply in lieu of any representations, warranties or covenants in the Master Subscription Agreement:
Terms of Use
BY SIGNING BELOW, YOU AGREE TO THE FOLLOWING TERMS AND CONDITIONS (THE "AGREEMENT")
GOVERNING YOUR USE OF THIS RIPTIDE WORLDWIDE, Inc. (RIPTIDE) SERVICE, INCLUDING OFFLINE
COMPONENTS ASSOCIATED WITH THIS SERVICE (COLLECTIVELY, THE "SERVICE"). "YOU" OR "YOUR"
SHALL REFER TO THE ENTITY NAMED AS “CUSTOMER” ABOVE. IF YOU DO NOT AGREE WITH THESE
TERMS AND CONDITIONS YOU MAY NOT USE THE SERVICE.
Privacy & Security; Disclosure
Riptide's privacy and security policies may be viewed at http://www.riptide.com. Riptide reserves the
right to modify its privacy and security policies in its reasonable discretion from time to time. Note that
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because the application you have purchased is a hosted Service which is part of an online application,
Riptide occasionally may need to notify all users of the Service (whether or not they have opted out) of
important announcements regarding the operation of the Service. If you become a paying customer of
the Service, you agree that Riptide can disclose the fact that you are a paying customer and the edition
of the Service that you are using.
---------------------------------------------------------------License Grant & Restrictions
Riptide hereby grants you a non-exclusive, non-transferable, worldwide right to use the Service, solely
for your own internal business purposes, subject to the terms and conditions of this Agreement. All
rights not expressly granted to you are reserved by Riptide and its licensors.
You shall not (i) license, sublicense, sell, resell, transfer, assign, distribute or otherwise commercially
exploit or make available to any third party the Service or the Content in any way; (ii) modify or make
derivative works based upon the Service or the Content; (iii) create Internet "links" to the Service or
"frame" or "mirror" any Content on any other server or wireless or Internet-based device; or (iv) reverse
engineer or access the Service in order to (a) build a competitive product or service, (b) build a product
using similar ideas, features, functions or graphics of the Service, or (c) copy any ideas, features,
functions or graphics of the Service. User licenses cannot be shared or used by more than one individual
User but may be reassigned from time to time to new Users who are replacing former Users who have
terminated employment or otherwise changed job status or function and no longer use the Service.
You may use the Service only for your internal business purposes and shall not: (i) send spam or
otherwise duplicative or unsolicited messages in violation of applicable laws; (ii) send or store infringing,
obscene, threatening, libelous, or otherwise unlawful or tortious material, including material harmful to
children or violative of third party privacy rights; (iii) send or store material containing software viruses,
worms, Trojan horses or other harmful computer code, files, scripts, agents or programs; (iv) interfere
with or disrupt the integrity or performance of the Service or the data contained therein; or (v) attempt
to gain unauthorized access to the Service or its related systems or networks.
---------------------------------------------------------------Licensee Responsibilities
You are responsible for all activity occurring under your User accounts and shall abide by all applicable
local, state, national and foreign laws, treaties and regulations in connection with your use of the
Service, including those related to data privacy, international communications and the transmission of
technical or personal data. You shall: (i) notify Riptide immediately of any unauthorized use of any
password or account or any other known or suspected breach of security; (ii) report to Riptide
immediately and use reasonable efforts to stop immediately any copying or distribution of Content that
is known or suspected by you or your Users; and (iii) not impersonate another Riptide user or provide
false identity information to gain access to or use the Service. You are responsible for all licensing and
fees of the Service under which Riptide’s app exchange application runs.
---------------------------------------------------------------Account Information and Data
Riptide does not own any data, information or material that you submit to the Service in the course of
using the Service ("Customer Data"). You, not Riptide, shall have sole responsibility for the accuracy,
quality, integrity, legality, reliability, appropriateness, and intellectual property ownership or right to use
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of all Customer Data, and Riptide shall not be responsible or liable for the deletion, correction,
destruction, damage, loss or failure to store any Customer Data. In the event this Agreement is
terminated (other than by reason of your breach), Riptide will make available to you a file of the
Customer Data within 30 days of termination if you so request at the time of termination. Riptide
reserves the right to withhold, remove and/or discard Customer Data without notice for any breach,
including, without limitation, your non-payment. Upon termination for cause, your right to access or use
Customer Data immediately ceases, and Riptide shall have no obligation to maintain or forward any
Customer Data.
---------------------------------------------------------------Intellectual Property Ownership
Riptide alone (and its licensors, where applicable) shall own all right, title and interest, including all
related Intellectual Property Rights, in and to the Riptide Technology, the Content and the Service and
any suggestions, ideas, enhancement requests, feedback, recommendations or other information
provided by you or any other party relating to the Service. This Agreement is not a sale and does not
convey to you any rights of ownership in or related to the Service, the Riptide Technology or the
Intellectual Property Rights owned by Riptide. The Riptide name, the Riptide logo, and the product
names associated with the Service are trademarks of Riptide or third parties, and no right or license is
granted to use them.
---------------------------------------------------------------Third Party Interactions
During use of the Service, you may enter into correspondence with, purchase goods and/or services
from, or participate in promotions of advertisers or sponsors showing their goods and/or services
through the Service. Any such activity, and any terms, conditions, warranties or representations
associated with such activity, is solely between you and the applicable third-party. Riptide and its
licensors shall have no liability, obligation or responsibility for any such correspondence, purchase or
promotion between you and any such third-party. Riptide does not endorse any sites on the Internet
that are linked through the Service. Riptide provides these links to you only as a matter of convenience,
and in no event shall Riptide or its licensors be responsible for any content, products, or other materials
on or available from such sites. Riptide provides the Service to you pursuant to the terms and conditions
of this Agreement. You recognize, however, that certain third-party providers of ancillary software,
hardware or services may require your agreement to additional or different license or other terms prior
to your use of or access to such software, hardware or services.
---------------------------------------------------------------Charges and Payment of Fees
You shall pay all fees or charges to your account in accordance with the fees, charges, and billing terms
in effect at the time a fee or charge is due and payable. Payments must be made annually in advance
unless otherwise mutually agreed upon in this Order Form. All payment obligations are noncancelable
and all amounts paid are nonrefundable. You are responsible for paying for all User licenses ordered for
the entire License Term, whether or not such User licenses are actively used. You may add licenses by
executing an additional written Order Form. Added licenses will be subject to the following: (i) added
licenses will be coterminous with the preexisting License Term (either Initial Term or renewal term); (ii)
the license fee for the added licenses will be the then current, generally applicable license fee; and (iii)
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licenses added in the middle of a billing month will be charged in full for that billing month. Riptide
reserves the right to modify its fees and charges and to introduce new charges at any time, upon at least
30 days prior notice to you, which notice may be provided by e-mail. All pricing terms are confidential,
and you agree not to disclose them to any third party.
---------------------------------------------------------------Termination upon Expiration/Reduction in Number of Licenses
This Agreement commences on the start date specified in this order form. The term will be as specified
in this Order Form. Upon the expiration of the Initial Term, this Agreement will automatically renew for
successive renewal terms equal in duration to the Initial Term (or one year, if the Initial Term is greater
than one year) at the then current applicable fees. Either party may terminate this Agreement or reduce
the number of licenses, effective only upon the expiration of the then current License Term, by notifying
the other party in writing at least five (5) business days prior to the date of the invoice for the following
term.
---------------------------------------------------------------Termination for Cause
Any breach of your payment obligations or unauthorized use of the Riptide Technology or Service will be
deemed a material breach of this Agreement. Riptide, in its sole discretion, may terminate your
password, account or use of the Service if you breach or otherwise fail to comply with this Agreement.
You agree and acknowledge that Riptide has no obligation to retain the Customer Data, and may delete
such Customer Data, if you have materially breached this Agreement, including but not limited to failure
to pay outstanding fees, and such breach has not been cured within 30 days of notice of such breach.
---------------------------------------------------------------Representations & Warranties
You represent and warrant that you have the legal power and authority to enter into this Agreement.
Riptide represents and warrants that it will provide the Service in a manner consistent with general
industry standards reasonably applicable to the provision thereof and that the Service will perform
substantially in accordance with the online Riptide help documentation under normal use and
circumstances. You represent and warrant that you have not falsely identified yourself nor provided any
false information to gain access to the Service and that your billing information is correct.
---------------------------------------------------------------Mutual Indemnification
You shall indemnify and hold Riptide, its licensors and each such party's parent organizations,
subsidiaries, affiliates, officers, directors, employees, attorneys and agents harmless from and against
any and all claims, costs, damages, losses, liabilities and expenses (including attorneys' fees and costs)
arising out of or in connection with: (i) a claim alleging that use of the Customer Data infringes the rights
of, or has caused harm to, a third party; (ii) a claim, which if true, would constitute a violation by you of
your representations and warranties; or (iii) a claim arising from the breach by you or your Users of this
Agreement, provided in any such case that Riptide (a) gives written notice of the claim promptly to you;
(b) gives you sole control of the defense and settlement of the claim (provided that you may not settle
or defend any claim unless you unconditionally release Riptide of all liability and such settlement does
not affect Riptide's business or Service); (c) provides to you all available information and assistance; and
(d) has not compromised or settled such claim.
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Riptide shall indemnify and hold you and your parent organizations, subsidiaries, affiliates, officers,
directors, employees, attorneys and agents harmless from and against any and all claims, costs,
damages, losses, liabilities and expenses (including attorneys' fees and costs) arising out of or in
connection with: (i) a claim alleging that the Service directly infringes a copyright, a U.S. patent issued as
of the Effective Date, or a trademark of a third party; (ii) a claim, which if true, would constitute a
violation by Riptide of its representations or warranties; or (iii) a claim arising from breach of this
Agreement by Riptide; provided that you (a) promptly give written notice of the claim to Riptide; (b) give
Riptide sole control of the defense and settlement of the claim (provided that Riptide may not settle or
defend any claim unless it unconditionally releases you of all liability); (c) provide to Riptide all available
information and assistance; and (d) have not compromised or settled such claim. Riptide shall have no
indemnification obligation, and you shall indemnify Riptide pursuant to this Agreement, for claims
arising from any infringement arising from the combination of the Service with any of your products,
service, hardware or business process(s).
---------------------------------------------------------------Disclaimer of Warranties
RIPTIDE AND ITS LICENSORS MAKE NO REPRESENTATION, WARRANTY, OR GUARANTY AS TO THE
RELIABILITY, TIMELINESS, QUALITY, SUITABILITY, TRUTH, AVAILABILITY, ACCURACY OR COMPLETENESS
OF THE SERVICE OR ANY CONTENT. RIPTIDE AND ITS LICENSORS DO NOT REPRESENT OR WARRANT
THAT (A) THE USE OF THE SERVICE WILL BE SECURE, TIMELY, UNINTERRUPTED OR ERROR-FREE OR
OPERATE IN COMBINATION WITH ANY OTHER HARDWARE, SOFTWARE, SYSTEM OR DATA, (B) THE
SERVICE WILL MEET YOUR REQUIREMENTS OR EXPECTATIONS, (C) ANY STORED DATA WILL BE
ACCURATE OR RELIABLE, (D) THE QUALITY OF ANY PRODUCTS, SERVICES, INFORMATION, OR OTHER
MATERIAL PURCHASED OR OBTAINED BY YOU THROUGH THE SERVICE WILL MEET YOUR
REQUIREMENTS OR EXPECTATIONS, (E) ERRORS OR DEFECTS WILL BE CORRECTED, OR (F) THE SERVICE
OR THE SERVER(S) THAT MAKE THE SERVICE AVAILABLE ARE FREE OF VIRUSES OR OTHER HARMFUL
COMPONENTS. THE SERVICE AND ALL CONTENT IS PROVIDED TO YOU STRICTLY ON AN "AS IS" BASIS.
ALL CONDITIONS, REPRESENTATIONS AND WARRANTIES, WHETHER EXPRESS, IMPLIED, STATUTORY OR
OTHERWISE, INCLUDING, WITHOUT LIMITATION, ANY IMPLIED WARRANTY OF MERCHANTABILITY,
FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT OF THIRD PARTY RIGHTS, ARE HEREBY
DISCLAIMED TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW BY RIPTIDE AND ITS
LICENSORS.
---------------------------------------------------------------Internet Delays
RIPTIDE'S SERVICES MAY BE SUBJECT TO LIMITATIONS, DELAYS, AND OTHER PROBLEMS INHERENT IN
THE USE OF THE INTERNET, THE SERVICE UNDER WHICH RIPTIDE’S APP EXCHANGE APP OPERATES, AND
ELECTRONIC COMMUNICATIONS. RIPTIDE IS NOT RESPONSIBLE FOR ANY DELAYS, DELIVERY FAILURES,
OR OTHER DAMAGE RESULTING FROM SUCH PROBLEMS.
---------------------------------------------------------------Limitation of Liability
IN NO EVENT SHALL EITHER PARTY'S AGGREGATE LIABILITY EXCEED THE AMOUNTS ACTUALLY PAID BY
AND/OR DUE FROM YOU IN THE TWELVE (12) MONTH PERIOD IMMEDIATELY PRECEDING THE EVENT
GIVING RISE TO SUCH CLAIM. IN NO EVENT SHALL EITHER PARTY AND/OR ITS LICENSORS BE LIABLE TO
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ANYONE FOR ANY INDIRECT, PUNITIVE, SPECIAL, EXEMPLARY, INCIDENTAL, CONSEQUENTIAL OR OTHER
DAMAGES OF ANY TYPE OR KIND (INCLUDING LOSS OF DATA, REVENUE, PROFITS, USE OR OTHER
ECONOMIC ADVANTAGE) ARISING OUT OF, OR IN ANY WAY CONNECTED WITH THIS SERVICE,
INCLUDING BUT NOT LIMITED TO THE USE OR INABILITY TO USE THE SERVICE, OR FOR ANY CONTENT
OBTAINED FROM OR THROUGH THE SERVICE, ANY INTERRUPTION, INACCURACY, ERROR OR OMISSION,
REGARDLESS OF CAUSE IN THE CONTENT, EVEN IF THE PARTY FROM WHICH DAMAGES ARE BEING
SOUGHT OR SUCH PARTY'S LICENSORS HAVE BEEN PREVIOUSLY ADVISED OF THE POSSIBILITY OF SUCH
DAMAGES.
---------------------------------------------------------------Additional Rights
Certain states and/or jurisdictions do not allow the exclusion of implied warranties or limitation of
liability for incidental, consequential or certain other types of damages, so the exclusions set forth above
may not apply to you.
---------------------------------------------------------------Local Laws and Export Control
This site provides services and uses software and technology that may be subject to United States
export controls administered by the U.S. Department of Commerce, the United States Department of
Treasury Office of Foreign Assets Control, and other U.S. agencies and the export control regulations of
Switzerland and the European Union. The user of this site ("User") acknowledges and agrees that the
site shall not be used, and none of the underlying information, software, or technology may be
transferred or otherwise exported or re-exported to countries as to which the United States, Switzerland
and/or the European Union maintains an embargo (collectively, "Embargoed Countries"), or to or by a
national or resident thereof, or any person or entity on the U.S. Department of Treasury's List of
Specially Designated Nationals or the U.S. Department of Commerce's Table of Denial Orders
(collectively, "Designated Nationals"). The lists of Embargoed Countries and Designated Nationals are
subject to change without notice. By using the Service, you represent and warrant that you are not
located in, under the control of, or a national or resident of an Embargoed Country or Designated
National. You agree to comply strictly with all U.S., Swiss and European Union export laws and assume
sole responsibility for obtaining licenses to export or re-export as may be required.
This site may use encryption technology that is subject to licensing requirements under the U.S. Export
Administration Regulations, 15 C.F.R. Parts 730-774 and Council Regulation (EC) No. 1334/2000
Riptide and its licensors make no representation that the Service is appropriate or available for use in
other locations. If you use the Service from outside the United States of America, Switzerland and/or the
European Union, you are solely responsible for compliance with all applicable laws, including without
limitation export and import regulations of other countries. Any diversion of the Content contrary to
United States, Swiss or European Union (including European Union Member States) law is prohibited.
None of the Content, nor any information acquired through the use of the Service, is or will be used for
nuclear activities, chemical or biological weapons, or missile projects, unless specifically authorized by
the United States government or appropriate European body for such purposes.
---------------------------------------------------------------Notice
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Riptide may give notice by means of a general notice on the Service, electronic mail to your e-mail
address on record in Riptide's account information, or by written communication sent by first class mail
or pre-paid post to your address on record in Riptide's account information. Such notice shall be
deemed to have been given upon the expiration of 48 hours after mailing or posting (if sent by first class
mail or pre-paid post) or 12 hours after sending (if sent by email). You may give notice to Riptide (such
notice shall be deemed given when received by Riptide) at any time by letter delivered by nationally
recognized overnight delivery service or first class postage prepaid mail to Riptide at the following
address: Riptide Worldwide, Inc., 200 East Palm Valley Drive, Suite 2000, Oviedo, FL 32765 addressed to
the attention of: Chief Financial Officer.
---------------------------------------------------------------Modification to Terms
Riptide reserves the right to modify the terms and conditions of this Agreement or its policies relating to
the Service at any time, effective upon posting of an updated version of this Agreement on the Service.
You are responsible for regularly reviewing this Agreement. Continued use of the Service after any such
changes shall constitute your consent to such changes.
---------------------------------------------------------------Assignment; Change in Control
This Agreement may not be assigned by you without the prior written approval of Riptide but may be
assigned without your consent by Riptide to (i) a parent or subsidiary, (ii) an acquirer of assets, or (iii) a
successor by merger. Any purported assignment in violation of this section shall be void. Any actual or
proposed change in control of you that results or would result in a direct competitor of Riptide directly
or indirectly owning or controlling 50% or more of you shall entitle Riptide to terminate this Agreement
for cause immediately upon written notice.
---------------------------------------------------------------Controlling Law
This Agreement shall be governed by New York law and controlling United States federal law, without
regard to the choice or conflicts of law provisions of any jurisdiction, and any disputes, actions, claims or
causes of action arising out of or in connection with this Agreement or the Service shall be subject to the
exclusive jurisdiction of the state and federal courts located in NY,NY. The failure of Riptide to enforce
any right or provision in this Agreement shall not constitute a waiver of such right or provision unless
acknowledged and agreed to by Riptide in writing. This Agreement, together with any applicable Order
Form, comprises the entire agreement between you and Riptide and supersedes all prior or
contemporaneous negotiations, discussions or agreements, whether written or oral, between the
parties regarding the subject matter contained herein.
---------------------------------------------------------------Definitions
As used in this Agreement: "Agreement" means these terms of use, and any materials available on the
Riptide website specifically incorporated by reference herein, as such materials, including the terms of
this Agreement, may be updated by Riptide from time to time in its sole discretion; "Content" means the
audio and visual information, documents, software, products and services contained or made available
to you in the course of using the Service; "Customer Data" means any data, information or material
provided or submitted by you to the Service in the course of using the Service; "Effective Date" means
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the start date specified in this Order Form; "Initial Term" means the initial subscription term as specified
in this Order Form; "Intellectual Property Rights" means unpatented inventions, patent applications,
patents, design rights, copyrights, trademarks, service marks, trade names, domain name rights, mask
work rights, know-how and other trade secret rights, and all other intellectual property rights,
derivatives thereof, and forms of protection of a similar nature anywhere in the world; "License Term(s)"
means the period(s) during which a specified number of Users are licensed to use the Service pursuant
to the Order Form(s); "Order Form" means this order form; ; ""Riptide" means collectively Riptide
Worldwide, inc., a Nevada corporation, having its principal place of business at 200 E. Palm Valley Dr.
Suite 2000 Oviedo FL, 32765; "Riptide Technology" means all of Riptide's proprietary technology
(including software, hardware, products, processes, algorithms, user interfaces, know-how, techniques,
designs and other tangible or intangible technical material or information) made available to you by
Riptide in providing the Service; "Service(s)" means the specific edition of Riptide's app exchange hosted
custom application operated, and maintained by Riptide, accessible via the designated Service or
another designated web site or IP address, or ancillary online or offline products and services provided
to you by Riptide, to which you are being granted access under this Agreement; "User(s)" means your
employees, representatives, consultants, contractors or agents who are authorized to use the Service
and have been supplied user identifications and passwords by you (or by Riptide at your request).
Please contact Riptide with any questions, issues or support needs concerning this product.
Salesforce.com does not provide support for this product.
Sales Cloud – Unlimited Edition: XAT12 – Unlimited Edition Plus Premier Training
During the Contract Term, for each Sales Cloud - Unlimited Edition plus Premier Training Promotion User
subscription purchased by Customer, Customer shall be entitled to one Premier Training User
subscription at no charge, provided that the Sales Cloud - Unlimited Edition plus Premier Training
Promotion Users set forth in this Order Form are purchased on or before July 31, 2010. Fees for any addon subscriptions will be prorated as applicable for the remainder of the subscription term. Sales Cloud Unlimited Edition plus Premier Training Promotion User Subscriptions added in the middle of a billing
month will be charged in full for that billing month. This is a one-time promotional offer, and upon
expiration of this Contract Term, Customer shall pay the then-current list price or other mutually agreed
upon price for Premier Training Users for any applicable renewal term. Premier Training allows
Customer to access and receive various training products during the Premier Training subscription term.
Premier Training is subject to the supplemental terms and restrictions at
http://www.salesforce.com/assets/pdf/misc/Premier_Training_Terms.PDF. By signing or accepting this
Order Form, Customer acknowledges that it has reviewed and accepts those supplemental terms and
conditions.
XRA09 - Service Cloud - Unlimited Edition plus Premier Training Promotion
During the Contract Term, for each Service Cloud - Unlimited Edition plus Premier Training Promotion
User subscription purchased by Customer, Customer shall be entitled to one Premier Training User
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subscription at no charge, provided that the Service Cloud - Unlimited Edition plus Premier Training
Promotion Users set forth in this Order Form are purchased on or before July 31, 2010. Fees for any addon subscriptions will be prorated as applicable for the remainder of the subscription term. Service Cloud
- Unlimited Edition plus Premier Training Promotion User Subscriptions added in the middle of a billing
month will be charged in full for that billing month. This is a one-time promotional offer, and upon
expiration of this Contract Term, Customer shall pay the then-current list price or other mutually agreed
upon price for Premier Training Users for any applicable renewal term. Premier Training allows
Customer to access and receive various training products during the Premier Training subscription term.
Premier Training is subject to the supplemental terms and restrictions at
http://www.salesforce.com/assets/pdf/misc/Premier_Training_Terms.PDF. By signing or accepting this
Order Form, Customer acknowledges that it has reviewed and accepts those supplemental terms and
conditions.
Work.com – Legacy Products (1.0) (Align, Motivate, Perform)
Work.com and related Standard Success Plan support are provided in English only. Premier Success Plan
is not currently available for Work.com. Information related to an individual’s health or to the provision
or payment of health care may not be submitted to Work.com.
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