Custom CRM Development — Service Schedule
This Service Schedule explains our Custom CRM Development service. It applies only when it is named in your accepted Order and was supplied to you before acceptance. It must be read with that Order and whichever of our Consumer Terms and Conditions or Business Terms and Conditions applies to you.
At a glance
This summary and the detailed terms below both form part of this Service Schedule. The detailed terms explain the summary.
What is included
- Hourly configuration and development of an EspoCRM solution to the accepted scope.
- First-year ITSY hosting, staging, agreed testing and deployment.
- A perpetual licence to use client-specific bespoke code after full payment.
- A reasonable database and file export, deployable system copy and available deployment information on exit.
What is not included
- Client operation, data quality, user administration or workflow decisions.
- Paid EspoCRM extensions unless identified and charged in the Order.
- Guaranteed compatibility with future EspoCRM, supplier, operating-system or integration changes.
- Ongoing maintenance unless separately ordered.
Important to know
- Development is hourly against a non-binding estimate.
- ITSY hosting is required for the first 12 months and renews annually if the system remains with us.
- Website Maintenance or another support allowance is strongly recommended.
- Special-category or highly sensitive data requires an express assessment and written scope.
1 How this Service Schedule works
1.1 This Service Schedule applies only to the Custom CRM Development service and deliverables identified in the Order. Work, products or outcomes not identified in the Order are outside scope.
1.2 If you are an individual buying wholly or mainly outside your trade, business, craft or profession, our Consumer Terms and Conditions apply. In all other cases our Business Terms and Conditions apply.
1.3 The accepted Order, applicable main terms and this Service Schedule form one contract. Their priority is determined by the main terms. A clear project-specific provision in the Order may vary this Schedule, but nothing restricts a mandatory consumer right.
1.4 The minimum commitment and renewal arrangements are a first 12 months of ITSY hosting, followed by annual renewals if hosting continues.
2 Scope and development
2.1 The service configures and, where agreed, extends EspoCRM for the modules, fields, roles, workflows, reports, integrations and migration stated in the Order.
2.2 We work iteratively against client-approved requirements. New requirements, changed workflows, data cleansing and additional integration work are chargeable variations.
2.3 Client-specific bespoke code is licensed perpetually to the client after full payment. EspoCRM, extensions, libraries, ITSY reusable components and other third-party material remain subject to their own rights and licences.
3 Charges and payment
3.1 The Order states the charges, VAT treatment, payment schedule and any deposit. Consumer prices include VAT. Business prices exclude VAT unless stated otherwise.
3.2 An estimate is a good-faith indication based on information then available; it is not a fixed quotation, cap or guarantee unless the Order expressly says so. We will seek approval before material work outside the agreed scope or spending authority.
3.3 Chargeable time includes work reasonably required to deliver the service, administration specific to the work, substantive communications, testing, third-party liaison, travel where applicable and correcting problems that we did not cause.
3.4 Recurring charges are invoiced in advance. We normally issue the invoice about ten days before renewal and aim to provide an earlier courtesy reminder. Failure to receive a courtesy reminder does not itself prevent renewal where the contractual renewal notice was otherwise clear.
3.5 Optional paid extensions may be resold and managed by ITSY and are charged for their supplier term. Development, migration, training, support and maintenance time are separate.
4 Client operation and responsibilities
4.1 The client defines lawful purposes and workflows; provides accurate source data and requirements; appoints authorised testers; approves migration and go-live; and administers users, permissions, records, data quality and retention after handover.
4.2 The client must test workflows, permissions, reports, emails and integrations using representative data before go-live. Approval authorises deployment subject to undiscovered defects and mandatory rights.
4.3 Ongoing maintenance is strongly recommended but is not included unless ordered. The client must promptly report faults and avoid unauthorised changes that could compromise the system.
5 Hosting, backup and exit
5.1 First-year ITSY hosting is required and charged from development start. If retained after the first year, it renews for annual terms unless cancelled in time.
5.2 Daily backups are retained for 30 days. An ITSY-caused restore is free; other restoration, investigation, migration, download or recovery is charged with supplier costs. Backups do not guarantee recovery of every recent transaction.
5.3 On paid exit, we provide a reasonable database and file export, deployable copy and deployment information then available. The client must arrange replacement infrastructure, security, licences and expertise. Migration assistance is hourly.
6 Data protection and confidentiality
6.1 Each party must comply with applicable data-protection law and the privacy, confidentiality and security provisions in the applicable main terms. The client remains responsible for its lawful basis, privacy information, data accuracy, retention decisions and handling of rights requests for data it controls.
6.2 Where we process personal data on behalf of a business client, the Article 28 terms in the Business Terms apply. The subject matter is configuration, hosting and support of the client’s EspoCRM system; processing lasts for the service and the agreed or legally required retention period; its nature is receiving, storing, viewing, organising, adapting, transmitting, backing up or deleting data as needed to perform the service; its purpose is to provide and support the contracted service; the types of data may include identity, contact, employment, customer, supplier, communications, workflow, sales and other CRM records selected by the client; and the people concerned may include the client, its staff, customers, prospects, suppliers, members, pupils, students and other contacts.
6.3 Special-category, criminal-offence, safeguarding, financial or other highly sensitive data may be used only after express written scope, risk assessment and agreed safeguards.
6.4 You must not provide data outside the agreed scope. You must promptly tell us about legal, regulatory, safeguarding, confidentiality or residency requirements that affect the service.
7 Consumer cancellation and mandatory rights
7.1 A consumer entering a distance or off-premises contract will normally have 14 days from contract formation to cancel, subject to the statutory exceptions. The Consumer Terms explain how to cancel and include the model cancellation form.
7.2 If you expressly request services to start during that period and later cancel, we may charge a proportionate amount for services supplied up to cancellation. The service cancellation right is lost after full performance only where the statutory request, consent and acknowledgement requirements have been met.
7.3 If we supply downloadable files, software, credentials or other Digital Content during the cancellation period, we will obtain any separate express consent and acknowledgement required before that supply starts. Statutory remedies for faulty or misdescribed Digital Content remain unaffected.
8 Suspension, cancellation, termination and offboarding
8.1 Suspension, termination, non-payment, material breach, insolvency and their consequences are governed by the applicable main terms and the Order. We may pause work where required information, access, approval, cooperation or cleared payment is missing.
8.2 You may switch off renewal at any time. Unless the Order gives a later deadline, cancellation must reach us by the end of the Working Day immediately before the renewal date so that we can intercept supplier and licence commitments. A WHMCS support ticket is preferred, but email, telephone and post are also accepted.
8.3 If cancellation reaches us after the deadline or a supplier renewal has already been irreversibly committed, the renewed term and charges remain payable. We will not impose that consequence where we could reasonably stop the commitment or where mandatory law requires otherwise.
8.4 Ending one service does not automatically end another licence, hosting, domain, support or third-party commitment unless the Order expressly links them.
8.5 If the project is inactive for 30 days because we are waiting for the client, we may give notice and close or reschedule it. Restart is subject to availability, current rates and chargeable re-familiarisation time.
9 Service standard, remedies and limits
9.1 We will perform the service with reasonable care and skill and materially in accordance with the Order and this Service Schedule. Goods and Digital Content must meet the standards that mandatory law requires.
9.2 Any stated response, completion or resolution time is a target, not a guarantee, unless the Order expressly calls it a guaranteed deadline.
9.3 Technology, design and troubleshooting involve dependencies and uncertainty. We do not guarantee a particular commercial, security, ranking, performance, recovery or compatibility outcome unless expressly stated as a guarantee in the Order.
9.4 If the service does not meet the required standard, applicable correction, repeat-performance, price-reduction, repair, replacement, refund and other remedies in the main terms and law apply. Nothing in this Schedule excludes liability that cannot lawfully be excluded or limited.
9.5 Liability limits, insurance, complaints, dispute resolution, governing law, force majeure and other general matters are governed by the applicable main terms.