Terms of service

These Service Provision Rules (hereinafter referred to as the Rules) have been developed by Sole Proprietor Medvedev Anton Vladislavovich (hereinafter referred to as the Contractor) in accordance with the norms of the Civil Code of the Russian Federation, other provisions of the current legislation of the Russian Federation, and regulate the legal relationships arising between the Company and Customers during the provision of services related to the implementation, configuration, modification, and adaptation of the "amoCRM" software, as well as services for technical support of users of the "amoCRM" software.

These Rules shall apply to the extent they are not amended or specified in the service agreement between the Company and the Customers.

For the purposes of these Rules, the following terms and definitions, indicated with capital letters, shall have the meanings specified below:

- Widget – auxiliary computer software located in the workspace of the Program and designed to solve a specific set of tasks. The exclusive rights to all Widgets mentioned in these Rules belong to the Contractor.
- Agreement – Service Agreement concluded between the Company and the Customer, including all annexes and additional agreements thereto.
- Customer – Any person, regardless of its organizational and legal form, interested in the services provided by the Company.
- Rights Holder – Joint Stock Company "amoCRM", a Russian legal entity possessing all exclusive rights to the Program.
- Program – "amoCRM" ("amoЦРМ") software (both as a whole and its components), presented in an objective form as a set of data and instructions, including source code, databases, audiovisual works included in the software by the Rights Holder, as well as any accompanying documentation for its use.
- User – an individual directly using the Program. A User may be the Customer, an employee of the Customer, or another person legally authorized to use the Program.
- Website – the Company's website located at delta-sales-crm.com
- Services – one-time or periodic services aimed at the implementation, configuration, adaptation, modification of the Program, as well as technical support of the end Users of the Program.

1.1. The Contractor guarantees sufficient qualifications, as well as organizational, labor, financial, and material resources necessary for the provision of Services in the interest of the Customers.

1.2. These Rules contain general terms and conditions for the provision of Services and shall apply to the extent the relationship between the Contractor and the Customer is not regulated by the corresponding Agreement. To avoid any doubts, the Contractor affirms the following:

(i) The Contractor and the Customer have the right to supplement and amend the provisions of these Rules by including the corresponding terms in the Agreement.

(ii) In the event of any contradiction between the text of these Rules and the terms of the Agreement concluded between the Contractor and the Customer, the terms of the Agreement shall prevail.

1.3. The Contractor has the right to involve third parties in the provision of Services. At the same time, the Contractor bears full responsibility for the provision of Services by such third parties and guarantees the quality of their provision.

1.4. The Contractor has the right to refrain from starting the provision of Services, suspend their provision, or postpone the service timelines if the Customer has overdue payments for one-time or periodic services under the Agreement.

1.5. The Contractor may also refrain from commencing Services, suspend them, or change timelines if the Customer has not provided access to necessary systems (e.g., Licensee's website, telephony, or third-party services) or has not provided the required information listed in Section IV of these Rules.

1.6. The Customer shall provide the Contractor with all the necessary information for fulfilling the Agreement in a timely and complete manner, including the information specified in Section IV of these Rules.

1.7. The Customer shall provide the Contractor with access to the Program, telephony, and other Customer services if this access is necessary for the provision of Services under the Agreement.

1.8. The Contractor and Customer shall appoint persons responsible for the interaction between the Parties concerning the fulfillment of the Agreement.

1.9. The Customer has the right to receive information about the progress of Service provision, request a list of persons authorized by the Contractor to service the Customer’s equipment and Program, and provide their feedback regarding the Services.

1.10. If the provision of Services requires the Customer to purchase additional equipment, consumables, components, or spare parts, such procurement shall be agreed upon by the Parties and carried out at the Customer’s expense.

2.1. The Contractor begins one-time Services no later than 5 (five) business days after their full payment by the Customer and Agreement signing, unless otherwise specified in the Agreement.

2.2. The specific scope, cost, and timelines of one-time Services are identified in the Agreement by the Contractor and Customer.

2.3. The Contractor may unilaterally adjust the timelines of one-time Services if there is no response from the Customer for more than 48 hours via phone, email, or agreed communication channels (Telegram, WhatsApp, etc.), or if the Customer modifies any information provided to the Contractor related to the Service provision process or the individuals to be instructed in using the Program.

3.1. Periodic Services by the Company involve technical support and assistance for Users in their use of the Program.

3.2. The scope of periodic Services is determined by the Contractor and the Customer in the Agreement, subject to the provisions of this section.

3.3. Unless otherwise provided in the Agreement, periodic Services are rendered to the Customer at a basic level, with specific terms outlined in paragraphs 3.4—3.9 of this section.

3.4. The basic level of technical support includes monthly provision of the following:

(a) Assistance in resolving technical issues (first-tier support), including answers to questions arising from incorrect Program operation due to errors caused by the Customer’s employees or internal Program errors.
(b) When escalated inquiries ("tickets") reach a higher level of support (e.g., developers), errors are analyzed and fixed.
(c) Updating the Program in case of changes to its REST API.
(d) Reviewing and registering Customer suggestions for improving the Program’s functionality, which may be implemented in future versions.

3.5. Technical support is provided by the Contractor using the following methods:

(a) Telephone consultations for the Customer, not exceeding 15 (fifteen) minutes during a working day;
(b) Written consultations for the Customer via email.

3.6. Technical support requests are submitted by the Customer via email at info@deltasales.ru. The Contractor's response time to the Customer’s request depends on the nature of the questions arising but shall not exceed three business days. The Contractor undertakes to take measures to resolve the issues as quickly as possible.

3.7. Technical support is provided by the Contractor by means of:

(a) Remote access to the Program;
(b) Providing recommendations and technical consultations via email.

3.8. Services are provided by the Contractor on business days, from 10:00 AM to 7:00 PM Moscow time.

3.9. The Parties may agree on a different scope or procedure for the provision of periodic Services in a corresponding Agreement.

3.10. Services for addressing significant Customer complaints regarding the Program or implementing the Customer’s suggestions for modifying the Program, which are not directly related to errors within the Program, are not included in the basic level of technical support. Any additional periodic Services not included in the basic level are provided based on additional agreements or supplements to the Agreement.

3.11. The cost of periodic Services is determined by the Contractor and the Customer in the Agreement and depends on the level of technical support and the number of Users.

3.12. The Contractor is not responsible for delays in the provision of periodic Services if such delays are caused by:

(a) The readiness of Users or the Customer's technical systems to provide the Services;
(b) Malfunctions of external communication tools (telephone lines, email, internet).

4.1. To facilitate effective interaction between the Contractor and the Customer, electronic document exchanges via available technical means are allowed. The priority method of communication is email. Emails are sent between 10:00 AM and 7:00 PM Moscow time on business days. Emails sent after 7:00 PM or on non-working days are considered delivered on the next business day.

4.2. All documents sent by the Contractor from email addresses with the @deltasales domain to the Customer's email address specified in the Agreement are deemed to originate from the Contractor.

4.3. In the event of multiple versions of the same document sent via different email messages, the latest version of the document shall be deemed valid.

4.4. During the execution of the Agreement, electronic emails and documents sent via email (including acts of acceptance of Services rendered) are considered equivalent to originals signed by hand, as only the Contractor and the Customer, along with their authorized representatives, have access to the respective email addresses. Both the Contractor and the Customer are responsible for protecting their email accounts from unauthorized access by third parties.

4.5. The Contractor and the Customer must exchange original documents necessary for accounting and taxation, as well as documents amending or supplementing the Agreement's terms.

4.6. To execute the Agreement, the Customer must provide the Contractor with the following information:
- Full name and email addresses of Users.
- Access credentials (login and password) for email accounts required to register services.
- Access to the Program (if available).
- Access to existing telephony and PBX systems (if available).
- Direct SIP credential data for OnlinePBX (if technically available on the current PBX).
- Access to the website (FTP/hosting/admin panel/DBMS as applicable).
- Remote access via AnyDesk to the company’s internal network for configuring SIP phones (if available).
- Access to file storage services (e.g., Dropbox).
- Access to an email marketing service (e.g., Mailchimp, Unisender, Mail365, GetResponse, etc.), if available.
- Access to an SMS messaging service (e.g., SMS Center, Profisend, Zanzara, etc.), if available.
- Access to online chat services (e.g., JivoSite).
- A database in the required format for Program import.
- Information on business processes within the company.

4.7. If additional information not listed in Clause 4.6 of these Rules is required from the Customer, the list of such information shall be specified in the Agreement.

...5.1. Recognizing the value and importance of the information received during the provision of Services, the Contractor undertakes to maintain the confidentiality of all information obtained from the Customer. Confidential information includes, but is not limited to, information about the Customer's clients and counterparties, methods of attracting clients and counterparties, marketing and advertising mechanisms and campaigns, internal communication systems, logistical schemes, employee schedules, staff size, ultimate beneficiaries, and scientific, technical, technological, production, financial, or other information, including trade secrets (know-how), which has actual or potential commercial value due to its non-disclosure to third parties and lack of legal accessibility, where the Customer introduces measures to protect such information as commercial secrets.

5.2. The Contractor shall take all organizational, technical, and legal measures necessary to maintain the confidentiality of the Customer’s commercial secrets.

5.3. The Contractor shall use all confidential information obtained from the Customer exclusively for the provision of Services under the respective Agreement.

5.4. The terms of the Agreement concluded between the Contractor and the Customer are considered confidential. Sharing confidential information with third parties, publishing, or otherwise disclosing such information is allowed only with the written consent of the other Party unless otherwise specified in Clauses 5.5 and 5.6 of these Rules.

5.5. The Contractor reserves the right to disclose general information about its cooperation with the Customer on its website, in portfolios, presentations, and other marketing materials.

5.6. The Contractor reserves the right to share information received from the Customer with its employees or third parties involved in the provision of Services, provided all measures to protect confidentiality are taken by such individuals.

6.1. These Rules are published on the Contractor’s website, and any interested party can freely familiarize themselves with their contents.

6.2. In all matters not regulated by the Agreement or these Rules, the Contractor and the Customer shall rely on the provisions of the current legislation of the Russian Federation.

6.3. These Rules may be unilaterally amended by the Contractor by publishing the revised text at deltasales.ru/rules, indicating the date when the changes take effect.

6.4. Amendments to the Rules do not apply to relationships between the Contractor and the Customer that have arisen based on an Agreement signed before the respective amendments.
6.5. By signing the Agreement with the Contractor, the Customer accepts the provisions of these Rules to the extent they are not amended or supplemented by the Agreement.