IT Support

General Terms and Conditions for Supply, Training, and Supporting of Hinawi Software and \ or QuickBooks Accounting Software (Readymade)

CONTENTS

1. Training and Support.

2. Annual Maintenance Contract (AMC).

3. Software warranty.

4. Date protection.

5. Refundable products & services.

6. Adaptations & modifications.

7. License and users of the software.

8. QuickBooks as a ready-made solution.

9. Programming language.

10. Database.

11. Integration of Hinawi software with QuickBooks accounting.

12. Integration of Hinawi software with third-party software.

13. General term.

01. Training and Support:-

1. First, we will understand the Customer's business activity, which will help us set up a Chart of Accounts and modules in Hinawi Software and QuickBooks Accounting Software (if purchased) so we can build the best Setup for the Customer.

2. In the Setup accounting side, we added a predefined sample Chart of Accounts which helps the customers select from different business activities. This will help the user/s to start using the Software quickly. However, we do not mind discussing the Customer's Chart of Accounts and his Setup.

3. Software already has the facility to create multiple companies to maintain separate accounting for subsidiaries, branches, or divisions which may be needed in the future.

4. After completing the Chart of Accounts and Hinawi Software, it is strongly recommended to approve it from the authorized person (Optional). The Chart of Accounts and the Settings in Hinawi Software are approved when user/s starts training and posting.

5. We added options in Hinawi Software for importing lists like employees, customers, and vendors with balances and entering the beginning balance of trial balance aside from cheques under collections and postdated cheques issued. Also, balances of HRMS Module like Leave balance, Loan, end of service, and more. Same thing for Real Estate. This option will help user/s to start using Software immediately without any delay.

6. We can also import Data from other Software when exported to excel. Also, we can import from another database using the standard excel format to be filled by Customer Data is the Customer's responsibility. Extra charges will apply.

7. We will train the user/s to understand working on all lists and activities related to purchased Module lists like Charts of Accounts, Customer Lists, Suppliers (payable) Lists, Employee Lists, Item List, Class List, Customer type List, Suppliers (payable) type List, Terms List, Other name lists, Buildings, Unites, students, cars…., Job List and more.

8. We will train the user/s to enter / Import the opening balance. Start Date of joining opening balances: The opening balance is based on the latest Trial Balance to be entered in Accounting. It should be for the current or previous month and not exceed three months.

9. User/s can start entering the accounts even if the opening balances are not ready; the System will update the new balances automatically when entered later.

10. Hinawi Software and QuickBooks help user/s enter accounts for any previous period. If the Customer decides to re-enter Data by his staff for the preceding period, there's a corresponding charge for helping and supervising the User.

11. If the Customer has existing Data entered in QuickBooks, Hinawi Software can connect with QuickBooks, read all lists, and store them in Hinawi Software Database. Also, can you read the unpaid Bills of Suppliers?

12. If the Customer has an old version of QuickBooks and wants to buy the new version, we will update his Data to work with the latest version. All Data will be updated automatically. To do this, an admin password must be available. If an admin is lost, there might be extra charges to open it. Data will remain as it is after updating.

13. If the Customer already has QuickBooks other than the American version (Canadian, Australian, UK) and wants to buy the American version, Data will not update automatically to the new version. But we can convert it to USA version through our programmers by using Journal Voucher (JV) for all entries without using Inventory. We will convert DAT Data as JV only. Extra charges will apply for conversion.

14. If a Customer has the Software, they have the right to work parallel between the old and new System for comparing results. If the results do not match, it is the Customer's responsibility to check the transactions of 2 software and compare them.

15. We will train the user/s on using Activities, lists, and forms with customizable options available in the System based on authentic documents.

16. Our standard policy in training is to assign the user/s with some work to know whether the user/s has understood the Software. We expect them to finish the assigned job on schedule to avoid delays. This will be checked during our next visit. (Preferably, inform us of our next visit 1-2 days in advance.)

17. We will train the user/s to modify and customize specific reports needed in their daily activities.

18. Any questions or inquiries from the user/s regarding the Software will be accepted and discussed.

19. Our responsibility is to train the user/s to understand the Software. Besides, we will help them how to read and check reports and results, as all Data is your responsibility.

20. We will train user/s on the relations between Hinawi Software and QuickBooks accounting (if purchased) and how to update Data between both Software.

21. There will be free follow-up & support for trained user/s for one year or as agreed in the Quotation.

22. Cooperation from the user/s is/is essential to complete the training within the training period. We are not responsible if the user/s did not work and did not spare enough time for training.

23. Explorer Computer staff will show full cooperation with your user/s, and the Report will be submitted to the management of the Software user/s not following instructions or not showing cooperation.

24. Each User will have a username and password.

25. We will train Customer Admin users to set up the level of access to the user/s and settings. Module Admin is responsible for these settings. Explorer Computer is not responsible for erroneous results because of the wrong Setup. Admin is responsible for giving access to the right persons in the Company.

26. Training, support, and the Number of visits applicable to customers are included in the Quotation. We will visit the Customer site in case not solved remotely unless the issue is from m Customer's side.

27. After implementing the System by Explorer computer, the Customer can create any Number of files in the future; Setup and operating these files are the Customer's responsibility.

28. It is part of our policy that whenever we provide training or visit the Customer, we prepare a Report containing the work we had done and to be countersigned by the Customer's user/s whom we dealt with during that visit.

29. All requested support, minor or significant, will be processed within the working day or, at maximum, the following working day upon order of support request but not exceeding 48 working hours.

30. Based on our long experience dealing with customers and to evaluate the User's quality of using all features of Hinawi Software and to reach the maximum satisfaction of Customers, Customers must agree and accept in advance to send a summary Report of activities whenever our staff gives training or whenever it's requested (or automatically from the System). This Report is not to show any amounts or private Data; it is just to see what modules and forms the Customer uses. With this, we can guide them to better use of the System.

Sample:

02. Annual Maintenance Contract (AMC):-

1. In The first year of the deal, there will be free support and update of Hinawi Software. This would be part of the Contract unless the Customer bought a license only or unless it agreed otherwise. 
2. The License of Hinawi Software is Annual unless we agree on different things in the approved Quotation \ Contract.
3. The Annual Maintenance Contract (AMC) continues to have the same support in the Software. Annual Maintenance Contract (AMC) will cover the same support as the first year, including continuing running of Software. Any functions or errors in the Software, or if they are not working correctly, will be solved via remote support only.
4. (AMC) includes updating the Software with a new version during the Contract.
5.  If the Customer did not sign (AMC), extra charges will be applied for support. The Amount depends on the level of issues.
6.  The Customer must sign (AMC) if he has an old Software software version and needs to update to the new version to solve the issues. 
7.  By updating to a new version, customers will get the same purchased Module and Number of users, including new features. We will give training on newly added features.

8. Explorer Computer will visit the Customer if necessary during the Contract period, and the priority of the support will be via the Remote Customer IT team must make sure that the server and clients PC network is set up probably per the System requirement that is sent at the start of the work.

 9. Explorer Computer will provide help & assistance to your user/s trained by Explorer Computer staff only.

10. We will respond to and discuss queries received from your staff, which will help to work with the software/ Also, we will answer inquiries from your user/s during the year's closing.

11. In case Data is lost or damaged, we will do our best to restore the Data file of the Software. Data to be restored will come from the latest backup done by the user/s under his responsibility. Checking Data after restoring is the Customer's responsibility.

12. Data is the Customer's full responsibility, so the user/s and IT team should do an automatic and manual backup. See below how instructions.

13. As part of the(AMC) tract, the Customer must always have an internet connection for remote support.

14. Our standard response is within 24 hours.

03. Software Guarantee: -

1. Software's guarantee period will be one year starting from the Approval Date. 

2. No guarantee on Data Customer IT staff must do a backup of all Data at the server after being trained by Explorer computer staff.

3. Our responsibility for software guarantee is for the current Contract year. The previous year's responsibility will stop and be released from the last day of the expired latest Contract.

4. Guarantee means ensuring that the Software works fine when the network and hardware are according to standard requirements.

5. The guarantee on Software will be void automatically if:

• I am working directly on SQL Database for extracting Data or changes.
• If the Customer updated QuickBooks to a new version or new release through other parties or by IT staff without referring to us in writing.
• The unauthorized person is accessing the System.
• If the outstanding Amount payable to us has not been settled.
• We find that an additional User(s) is/are using the Software without pr training.

04. Protection of Data: -

Data is the Customer's responsibility as the user/s is the one who engages in its daily activities. To avoid loss of Data, please do the following: -

1. Daily backup on external and Internal Hard Disk,/or CD, and USB Flash Disk.

2. Install auto-backup on the server to make a daily backup of all Data.

3. Virus protection software must be installed on Servers and computers.

4. UPS machine for emergency purposes in case of electricity power shutdown. This will keep servers and clients working for some time. 

5. Other safety measures recommended by Customer IT staff or consultants and hardware suppliers.

6. Daily, monthly, and yearly printing of Data and reports to be kept in a safe place.

05. Refunding Products and Services Fees: -

Once Products and Services are sold or provided, they cannot be refunded or exchanged. The Customer must pay any remaining balance.

06. Adjustments & Modifications: -

Hinawi Software Local Made Software

1. For minor modifications, the Customer can contact us by email to adjust changes to the System changes stem. Providing a screen shoot will help us understand Customer needs.

1. Bugs are our responsibility when the Customer is using the latest version. Bugs or errors in connections caused by user/s because of network or other reasons are Customer's responsibility.
2. Additional payment will be applied for significant modifications like adding new modules or that will cause or affect the System or modules.

1. Explorer Computer will decide if the adjustments or modifications are minor or significant.

07. License and users of Software: -

Hinawi Software

1. Number of users and License:

• Customers can create the user/s to work concurrently on the same database depending on the Number of licenses (concurrent users) purchased with the additional one User for the Admin User. E.g., If a Customer purchased five rights, the total allowed to access at the same time (concurrently) is six users (5+1).
• Customers can buy an additional license at any time for any version.
• The new license will cover the same purchased module/s.
• Customers can buy any Number of User licenses. No limitation

2. License Registration:

• Installation and registration of the Software depend on the Number of licenses purchased.
• The registration key will be provided after installation only.
• 3. Number of Companies:
• Regardless of the above, Hinawi Software can work on multiple Company files created. No limit and no extra charges for the Number of files to open. The only charges are if customers request training on these files.

08. QuickBooks Accounting Ready Made Software

1. Number of users and License: -

• Customers can create any Number of user/s, but opening the Data file is limited to the Number of licenses purchased. E.g., If a Customer purchased five licenses, the total allowed to access at the same time is five users (concurrent users), including Admin (4+1).
• Customers can buy the additional license anytime for the latest version of QuickBooks. Customers cannot purchase additional users for the old version.
• The maximum Number of users who can access the Data simultaneously for one file depends on the license purchased and the type of QuickBooks. The maximum of users who can work simultaneously for the Pro version is three concurrent users, for Premier Version is five concurrent users, and for Enterprise: 30 concurrent users. E.g., If a Customer purchased Enterprise with 30 users and has 2 Data files, it means 60 users can work at the same time on two files, and so on. with 
• The license of Enterprise is Annual Subscription. Pro and Premier is a one-time purchase. Customers accept in advance the changes in the policy of QuickBooks.

2. License Registration: -

• Installation and registration of the System will depend on the Number of licenses purchased.
• A validation key will be provided after purchase only.

3. Number of Companies to open: -

• Regardless of the above, QuickBooks can work on multiple Company files created. No limit and no extra charges for the Number of files to open. Operating these files is the Customer's responsibility.

Important

• Customers must keep all Software CDs in a safe place and not be allowed to make an illegal copy (with or without pay) outside use of the Company purchase.

• It is strongly recommended to keep the Extra package .exe of the Software on seething over for future use.
• Customers of QuickBooks must accept changes in Intuit policy regarding license use, upgrades, and others with no liabilities or responsibilities on Explorer Computer.
• Arabic language in QuickBooks is corrupted.

QuickBooks Accounting as Readymade Software

1. Explorer Computer does not have authority to access the program code, in which case only the product manufacturer can do The end-user accepts the terms & conditions of the QuickBooks software, including User license, modifications, and installation. We have to teach user/s how to use the Software within the functions and modules available based on our long experience in the market. So, the Customer should agree and accept to use the Software as it is even if some features are adjusted or removed. No liabilities or any responsibilities on Explorer Computer.

2. Since the product is readymade Software if some modules or features are unavailable avian QuickBooks or do not match with Users/seeds, especially for overseas customers, we at Explorer Computer created our Hinawi Software to meet these needs and requirements. We build Hinawi Software to work aside from QuickBooks. Additional charges will apply.

3. User/s who want to use Arabic Data must always work from Hinawi Software only.

QuickBooks has an issue with displaying Arabic names in lists and memos. Hinawi Software solved all the Arabic problems.

09. Programming Language.

• Hinawi Software: VB.Net
• Hinawi Web application: Java
• Hinawi Mobile: Android
• QuickBooks Accounting Software C++

10. Operating System and Database:

Hinawi Software database: SQL is the database. SQL Server License is the Customer's responsibility, or you can install the free SQL Express license size up to 4GB maximum capacity of Data. SQL license has the option of Auto Backup of Data. We recommended the Customer buy SQL License.

QuickBooks Software: The database is state-of-the-art technology. The Customer does not need to buy an additional license.

Operating Systems Supported:

• Windows 10, all editions including 64-bit, natively installed.
• Windows 8.1, all editions including 64-bit, natively installed.

Database Servers:

• Windows Server 2019, Standard and Essentials
• Windows Server 2016, Standard and Essentials
• Windows Server 2012 R2, Standard and Essentials
• Windows Server 2012, Standard and Essentials

Browser Requirements:

• Internet Explorer 11 (32-bit).

Hardware & Operating System Requirements:

Hinawi Software Stand Alone

1. Hinawi Software Standalone Version is one of our latest Achievements; Splitting between QuickBooks and Hinawi Software has enabled our IT team to have complete control over the System and continuously add more features per client's requirements.

2. Users no longer need to purchase or open QuickBooks to run the System since it is completely separated.

3. Moreover, the flexibility and user-friendly experience of Hinawi Software will make your daily tasks easier and faster.

4. In addition, the integration between integrating modules in the System will ensure proper workflow and control over the System.

 11. Integration of Hinawi Software with QuickBooks Accounting.

Explorer Computer can integrate Hinawi Software with QuickBooks Accounting Software. The version of QuickBooks accounting to integrate with is based on which one is under Intuit sunset (support), all exceeding two years from the Date the other f the old version (see Intuit sunset policy at their website). When connecting, the lists and cleared unpaid Bills of Suppliers will be updated automatically from QuickBooks Accounting Software to Hinawi when it runs. Explorer Computer is always trying to add all forms in QuickBooks to be available in Hinawi Software.

Notes:

• English Data can send and receive in 2 ways between 2 software.
• Arabic Data is one way only, from Hinawi Software to QuickBooks.

There are two options to update Data from Hinawi Software to QuickBooks Accounting.

Option (1): Automatically

When Data is entered into Hinawi Software, it will be updated directly to QuickBooks. If a User edits entries in Hinawi Software, it will also be affected by QuickBooks Accounting Software. If Data is edited in QuickBooks, it will not be updated in Hinawi.

Option (2): Manually

When Data is entered in Hinawi Software, it will NOT update directly to QuickBooks. It will save in the local database of the Software. Then the User can update the transactions to QuickBooks manually by selecting the transactions from the update List Menu in Hinawi Software. Users can edit transactions in Hinawi Software before updating to QuickBooks.

Forms like (Cash invoices, Credit invoices, Tenancy  Contracts, and pay bills (and other related Inventory) are always automatically updated.

Note:

Users must have full access to QuickBooks-related authorized modules in Hinawi Software.

12. Integration of Hinawi Software with third-party Software.

If customers wish to send Data from Hinawi Software to other Software, they can do this in two ways: -

1. Third-party Software will Import from Excel.

Reports & Lists from Hinawi Software can be exported to Excel then these Reports can be imported to their Software using tools available in their System.

2. Third-party Software will Import from the Folder.

We can save requested Data fields to customers using XML and CSV format, so customers can import them to their Software using his tools.

3. Extra Charges will apply.

13. General Terms

1. The Quotation price does not include computer hardware, network connections, or any third-party software license.

2. The Quotation price will be invalid automatically if the validity expires.

3. Upon signing this Quotation, the Customer has read the ll statements.

4. If there is a discrepancy in amounts or conditions between the Quotation and General Terms and Conditions, the Quotation will be considered. This may vary for different conditions/circumstances, which will be specified in the Quotation.

5. It is known and agreed by the Customer in advance that we might need to receive backup from his Data for testing, checking, or evaluation.

6. It is agreed upon in this Contract that all support will correspond via email and WhatsApp group a second, we have options with a detailed explanation of the request with support ed print screen.

7. All payments are due and committed to paying to Explorer Compu; we have the right to stop performing our duty if outstanding amounts are not paid. Explorer Computer has the right to get the remaining balance if the delay is from the Customer side.

8. All requested support, minor or significant, will be processed within the working day or the following day upon order of support request but not exceeding 48 working hours.

9. Customer agrees in advance to use "Remote Access" for supporting and helping. The Customer will provide the Team Viewer ID and password to access his computer/s servers. The password is valid for one access only by default. TeamViewer can be downloaded for free at this link https://www.teamviewer.com

10. Customer agrees to keep Windows/System32 Directory open temporarily at installation and for registration purposes.

11. Customer agrees in advance to Intuit (QuickBooks) policy regarding prices, new version, Advanced Inventory, Advanced Pricing, Annual Fees, or any others currently or in the future.

12. Customer is responsible for managing the user/s level of access or settings and whatever authorization is given. Explorer Computer does not carry any responsibility for the mistakes in results that customers might get because of the wrong customization Setup.

13. Customer is responsible for keeping the Admin password in a safe place, and it must be used only by an authorized person.

14. All Printing of forms like cheques issued or reports will use an A4 laser printer. If some reports have more columns and Data, the User must use an A3 printer. Dot-matrix printers are not recommended.

15. Free update for Hinawi Software first 11 months from the Date of purchase. There has been no update in the last month unless there are errors or issues in the Software.

16. These terms and conditions are part of the Quotation to the Customer.

17. Customer must sign the terms and conditions together with a Quotation. If we did not get the Customer's signature, it would be considered as agreed by the Customer when it's sent to them by email and Quotation.

18. Hinawi Software currently works with Windows 7, 8, 1, and 10.

19. There will be an extra charge if the Customer needs Additional Licenses and supplementary training for current or new user/s and reinstallation of Software provided or extra support or to extend the guarantee.

20. Extra Charges as below:

• DHS: 1.500/-per day total of 7 Hours of remote access.
• DHS: 250/-Per hour rate for Special programming
• DHS: 900/-Recovery of QuickBooks Admin Password for each accounting file.
• DHS: 400 for reinstallation on each client pc
• DHS: 1800 for reinstallation on the server.

21. Prices in point 20 and all conditions above are subject to change without prior notice.

22. Our Company is free to change our policy without referring to the Customer. 

23. Hinawi Software license will be based annually.

Training Customer on Restoring Backup: -

Introduction: -

We don't mind training the Customer's team on restoring their Data if the server has an issue or for any other reason due to server problems or an error in another; the training is Free of charge if it has AMC Contract. But if customers asked for our help to restore Data, they most probably would be free if has AMC Contract.

We will charge the Customer in case of the followings:-

1. If there is no AMC Contract
2. If restoring Data requires reinstallation of all Software, even if the Customer has AMC Contract.

The Cost of restoring Data cannot be determined in advance. The price depends on the situation.

There are two cases for the Customer to try to restore the Data as follows:-

First: If the Customer has Hinawi Software Integrated with QuickBooks:-

Because there is a strong relationship between both Software and because QuickBooks policies keep changing, so the followings are required for training:-

1. The person trained to restore Data must be a programmer knowledgeable in the programming language and SQL database.
   We should have a letter from an authorized person in the Company showing his name and position requesting us to train the Employee with FULL responsible if any mistakes on the Customer's side.
2. He should be one of the Company's employees due to the importance of the Data and the mission.
3. If Data is damaged or lost, it will be the Customer's responsibility.
4. If the User restores the old backup to the original Data, all the latest Data after the restoration will not be seen. E.g., If you have a last year's backup, Sept. 2021. Suppose you restore to the current original file. All the Data entered after Sept. 2021 will be lost.
5. If the Customer has integration, Hinawi and QuickBooks backup must be on the same Date and time.
6. It's well known and agreed with customers that Data and backup are their responsibility.

Second: If the Customer has Hinawi Software standalone, NOT Integrated with QuickBooks:-

1. We can train the IT staff who knows SQL database.
2. An email to us with a request to train your Employee with specifications and jobs must be sent to us.
3. He should be one of the Company's employees due to the importance of the Data and the mission.
4. If Data is damaged or lost, it will be the Customer's responsibility.
5. Suppose the User restores the old backup to the original
6. Data. All the latest Data after the restoration will not be seen. E.g., If you have a last year's backup, Sept. 2021. Suppose you restore to the original file. All the Data after Sept. 2021 will be lost.
7. If the Customer has integration, Hinawi and QuickBooks backup must be on the same Date and time.
8. It's well-known and agreed with customers that Data and backup are their responsibility.

Note:

These terms and conditions are always part of the agreement, which we always send by email to the Customer with a Quotation. It is considered acceptable by Customers even if it did not get signed.