<p><strong><strong>Initial Term (cl. </strong></strong><strong>3</strong>)</p>
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<p>Twelve(12) months (unless terminated earlier in accordance with the terms of this Agreement)</p>
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<p><strong><strong>Description of the RoyalPay Cross-Border Services</strong></strong></p>
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<p>A software application and platform developed by the Supplier which provides Clients (who have web-based gateway APIs (being application programming interfaces) and point-of-sale payment processing and settlement capabilities in the Chinese currency) with a payment integration system, which:</p>
<p>(a)utilises the WeChat Pay payment technology that is owned by Tencent Holdings Limited (China) and that is licensed to the Supplier to facilitate third party payments in Australia;</p>
<p>(b)utilises the Alipay payment technology that is owned by Alipay.com Co., Ltd (China) and is licensed to the Supplier to facilitate third party payments in Australia;</p>
<p>An integration fee and ongoing maintenance fee for the RoyalPay Cross-Border Payment Services shall be AUD $0, plus GST.</p>
<p>In addition, the Supplier shall charge a Merchant Service Fee (<strong><strong>MSF</strong></strong>) to the Client, per transaction, which shall be calculated in a percentage amount. The calculation schedule is as follows:</p>
<p>·the MSF is <strong><strong>1</strong>.00</strong>%</strong></strong>(GST exclusive) of payments made using the RoyalPay Cross-Border Payment Services; (WeChat Pay)</p>
<p>The Supplier shall, after deducting all agreed service charges payable to the Supplier from the corresponding transaction, remit the balance to the Client by ways of Electronic Fund Transfer to the Client's nominated bank account in the currency of Australian Dollars (AUD). If the Client changes the bank account for any reason, it shall promptly give a valid notification to the Supplier of such change seven (7) calendar days in advance, and shall provide any other information required by the Supplier. Any Loss arising from an un-notified change of bank account details shall be solely borne by the Client.</p>
<p>Particulars of the bank account nominated by the Client:</p>
<p>Settlement Cycle: <strong><strong>T</strong>+</strong>1</strong></strong>. Funds will be settled on or before<strong><strong>1</strong></strong>Business Day after the transaction has occurred.</p>
<p>For Settlement Cycle T+1: the provision of the above Settlement Cycle notwithstanding, the transaction occurred on Friday will be settled on the following Monday, and the transaction occurred on Saturday and Sunday will be settled on the following Tuesday.</p>
<p>Any authorisation-only or non-delivery or disputes or defects or warranty issues etc., arising from the Client's services rendered to its customers may incur refunds in the normal course of business after a transaction has been completed, which shall be dealt with in accordance with the following procedures:</p>
<p>·the Client shall be solely responsible for investigating and initiating refunds to its customers;</p>
<p>·if the related refund amount has been settled to the Client by the Supplier, the Client shall be solely responsible for processing the refund amount as per the Client's refund policy with its customers;</p>
<p>Recommended Information to be included in the support email:</p>
<p><br/>- Nature of the issue<br/>- Date and time of occurrence<br/>- Impact on operation</p>
<p><br/>- Nature of the issue<br/>
- Date and time of occurrence<br/>
- Impact on operation</p>
<p><br/><strong><strong>Level of Support:</strong></strong></p>
<p><br/>RoyalPay provides three (3) levels of support: Level 1, Level 2, Level 3. The Client needs to identify the nature of the issue and appropriate level of support in order for RoyalPay to achieve optimal client support experience, and Client should use always use Level 1 support as priority support option.</p>
<p><br/><strong><strong>Level 1 support functions include:</strong></strong></p>
<p><br/>- First level of contact for Client Service Representatives<br/>- General facilitation of day-to day operations<br/>- System monitoring, including regular checking of system mail, error logs, alarms, system performance, utilisation and capacity, user logins, etc<br/>- Access and interpretation of system logs and traces<br/>- Archiving of data and backup related to RoyalPay platform(if applicable)<br/>- Ensuring and maintaining remote access<br/>- Loading authorised software update<br/>- Attend to escalated problems from the Client Service Department<br/>- Attend to internal business support<br/>- System, and where practical, network reporting<br/>- Within reason and on a best endeavours basis, RoyalPay will provide limited reporting based fault recognition, isolation and forward to Level 2</p>
<p><br/><strong><strong>Level 2 support functions include:</strong></strong></p>
<p>- Diagnosis of Hardware and Software faults<br/>- Monitoring progress<br/>- Problem resolution<br/>- Where the Client has purchased hardware directly from RoyalPay – RoyalPay will process<br/>hardware faults through to the original hardware vendors standard support infrastructure and<br/>leverage off standing agreements and nominated response times<br/>- Escalation to Head Office/Technical Team or Level 3 support as required</p>
<p>- Diagnosis of Hardware and Software faults<br/>
- Monitoring progress<br/>
- Problem resolution<br/>
- Where the Client has purchased hardware directly from RoyalPay<br/>
- RoyalPay will process hardware faults through to the original hardware vendors standard support infrastructure and leverage off standing agreements and nominated response times<br/>
- Escalation to Head Office/Technical Team or Level 3 support as required</p>
<p><br/><strong><strong>Level 3 support functions include:</strong></strong></p>
<p>- Any problem as escalated from Level 2.<br/>- Interaction with Level 1 & 2 support and 3rd parties as relevant.<br/>- Acting as interface with 3rd Party software support organisations</p>
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<p><strong><strong>Support not included:</strong></strong></p>
<p>- Rectification of defects or errors resulting from any modification of the system not approved<br/>by RoyalPay<br/>- Rectification of defects or errors resulting from use of the system in combination with anything<br/>not forming part of the original intent of the system<br/>- Rectification of a fault in anything not forming part of the system<br/>- Any modification of the system which represents a departure from the specifications<br/>- Electrical or environmental adjustment or damage caused by electrical or environmental<br/>factors<br/>- Repair or damage arising out of misuse or unauthorised use of the system by or any person<br/>- Furnishing accessories<br/>- Any rectification arising from any substitution, alteration or relocation of the System made by<br/>any person that is not approved by RoyalPay<br/>- Rectification of errors or defects which are the subject of a warranty under another agreement<br/>- Any rectification arising from failing to install supplied updates or upgrades<br/>- Any defect arising from the use of the system other than in accordance with applicable user<br/>documentation<br/>- Rectification of errors or defects resulting from improper operation of the system by any<br/>person<br/>- Any defect arising from misuse, negligence or abuse of the software and/or database(s)<br/>- Any rectification arising from failing to comply with its obligations under these terms.<br/>-Maintenance of hardware or items external to the system, or for added accessories for which<br/>maintenance charges have not been paid<br/>- Engineering modifications (other than those normally performed as part of RoyalPay support)<br/>- Supply and installation of consumables, or damage caused by use of incompatible<br/>consumables<br/>- Rectification of problems caused by the connection of or use of third party products, hardware<br/>and /or software which are not maintained by RoyalPay<br/>- Refurbishment of product, or damage or wear due to overuse or use outside published<br/>specifications<br/>- Hardware and/or Software covered by third party maintenance agreements</p>
<p>- Rectification of defects or errors resulting from any modification of the system not approved by RoyalPay<br/>
- Rectification of defects or errors resulting from use of the system in combination with anything not forming part of the original intent of the system<br/>
- Rectification of a fault in anything not forming part of the system<br/>- Any modification of the system which represents a departure from the specifications<br/>
- Electrical or environmental adjustment or damage caused by electrical or environmental factors<br/>
- Repair or damage arising out of misuse or unauthorised use of the system by or any person<br/>
- Furnishing accessories<br/>
- Any rectification arising from any substitution, alteration or relocation of the System made by any person that is not approved by RoyalPay<br/>
- Rectification of errors or defects which are the subject of a warranty under another agreement<br/>
- Any rectification arising from failing to install supplied updates or upgrades<br/>
- Any defect arising from the use of the system other than in accordance with applicable user ocumentation<br/>
- Rectification of errors or defects resulting from improper operation of the system by any person<br/>
- Any defect arising from misuse, negligence or abuse of the software and/or database(s)<br/>
- Any rectification arising from failing to comply with its obligations under these terms.<br/>
-Maintenance of hardware or items external to the system, or for added accessories for which maintenance charges have not been paid<br/>
- Engineering modifications (other than those normally performed as part of RoyalPay support)<br/>
- Supply and installation of consumables, or damage caused by use of incompatible consumables<br/>
- Rectification of problems caused by the connection of or use of third party products, hardware and /or software which are not maintained by RoyalPay<br/>
- Refurbishment of product, or damage or wear due to overuse or use outside published specifications<br/>
- Hardware and/or Software covered by third party maintenance agreements</p>
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<p><strong><strong>Support Priority and Response time:</strong></strong></p>
<p>The normal response time is 9am – 6pm, Mon – Fri (Excluding public holidaysin both Australia and China)</p>
liuxinxin
5 years ago