Terms of service

All previous versions of the Terms can be found HERE.

RAYNET CRM TERMS OF SERVICE No. 26-06-01

1. Introductory Provisions

1.1. We understand that reading terms and conditions is not exactly fun. However, please try to find a moment and actually read them now, at the beginning of our cooperation. Their purpose is to set the rules of the game so that you know exactly what you can expect from us, and what we expect from you in connection with the Agreement that we have entered into through our online interface on the website raynet.cz, raynetcrm.sk or raynetcrm.com (hereinafter also referred to as “our website”) or alternatively in paper form.

Who are we?

1.2. Before we continue, here is some information about who we are and where you can find us. Our name is RAYNET s.r.o. and we are a commercial company with more than 20 years of history. We were established back in 2004. Our registered office is in the Czech Republic, in Ostrava - Poruba, specifically at Hlavní třída 6078/13, postcode: 708 00. But to keep things simple in these terms of service, we are simply “RAYNET”, you are the “Customer” and these are the “Terms”.

Are you authorized to enter into an agreement with us?

1.3. If you are entering into an agreement with us on behalf of a Customer that is a legal entity, you declare that you have full authority to validly enter into such an agreement. In such a case, we also assume that the primary responsibility for the exercise of rights and obligations under the Agreement and for the User Account lies with the statutory body of that legal entity.

Consent to these Terms

1.4. By using our software RAYNET CRM, you confirm that you have carefully reviewed these Terms, have read them in their entirety and agree with everything we have agreed upon therein.

Single point of contact and content moderation

1.5. We further inform you that, in accordance with the DSA (Regulation 2022/2065 of the European Parliament and of the Council from October 19, 2022 on the Digital Services Act), we have established a single point of contact, which is the email address support@raynetcrm.com.

1.6. We also state that in the provision and operation of our RAYNET CRM, no moderation of our Users’ content takes place.

2. Definitions

What do we mean by certain terms?

2.1. Because we want to prevent any misunderstandings and would like to speak the same language, let us clarify what we mean by certain terms that we will use further in the Terms:

2.2. CRM is the RAYNET CRM software application for Customer Relationship Management, which is owned by RAYNET and for which RAYNET exercises copyright.

2.3. RAYNET is the commercial company RAYNET s.r.o., Company ID: 26843820, with its registered office at Hlavní třída 6078/13, Poruba, 708 00 Ostrava, Czech Republic, registered at the Regional Court in Ostrava under file ref. C 28180, being one of the parties to the Agreement as defined below. We are also the controller of personal data of both you as the Customer and individual Users. Furthermore, we are also the processor of personal data of the Customer’s (potential) clients.

2.4. Customer is you, i.e., the person to whom we have granted the use of CRM.

2.5. Agreement. The Agreement means the agreement entered into between you as the Customer and us as RAYNET. This agreement between us may be created in two different ways. Either by you filling in and submitting the signup form on our website and we can also enter into it in the traditional written paper form. Based on such Agreement, we then enable you to use the CRM software.

2.6. Exportable Data means data that the User has uploaded to the CRM and that can be exported when switching to another provider. This includes in particular the following data:

1. Users’ customer databases,
2. database modifications, tags, notes, etc.,
3. other data uploaded directly by the User that do not belong to Raynet.

2.7. Electronic Signatures is a feature that we provide to our Customers in cooperation with Digital Solutions, s.r.o., also referred to as DigiSign, to facilitate the signing of contracts, under the conditions set out in these Terms.

2.8. Terms govern our mutual rights and obligations in the provision of CRM based on the concluded Agreement. The Terms are an integral part of the Agreement.

2.9. Instance is the designation for the Customer’s account in CRM. An Instance is created by filling in and submitting the signup form on our website.

2.10. User Account is an umbrella term that includes both “Active user accounts” and “Available user accounts.” When managing your instance, you can clearly see which of your user accounts are currently active and which are available.

2.11. Active User Account is an account with its own login information assigned by the Customer to a specific User for the purpose of using the CRM.

2.12. Available User Account is a User Account that is not currently assigned to any specific User. These are User Accounts that we have reserved for you so that you can at any time immediately assign them to specific Users.

2.13. Administrator Account is an account created by the Customer for the purpose of managing the Instance and individual User Accounts. The Administrator Account manager is also a User.

2.14. Email Tracking is a feature designed to monitor the opening of emails and clicking on links in emails, if you as a User give the instruction to do so. The legal basis for performing Email Tracking must be obtained on your side; we bear no responsibility for this.

2.15. User is a natural person, acting on behalf of the Customer, who logs in to the CRM through their User Account. The User is a data subject under Act No. 110/2019 Coll. on the processing of personal data.

2.16. API Connector is the programming interface of the CRM that enables working within the CRM with data from third-party applications.

2.17. Trial Period is the period during which you as a Customer may use the CRM free of charge in order to familiarize yourself with its features and to verify that it will suit your needs. The Trial Period lasts 30 days and begins at the moment the Customer’s Instance is created in the CRM.

2.18. Fee is the monthly or annual payment for using the CRM.

2.19. Billing Period is one calendar month if we have agreed that you will pay the Fee on a monthly basis. However, the Billing Period may also be one calendar year if we have agreed that you will pay the Fee annually.

2.20. CA. The abbreviation CA refers to the Copyright Act, i.e., Act No. 121/2000 Coll. as amended.

2.21. CC. The abbreviation CC refers to the Civil Code, i.e., Act No. 89/2012 Coll. as amended.

2.22. GDPR means Regulation (EU) 2016/679 of the European Parliament and of the Council.

2.23. Data Act means Regulation (EU) 2023/2854 of the European Parliament and of the Council.

What applies when the Agreement and the Terms say different things?

2.24. If we expressly agree in writing in the Agreement or in any of its amendments to something different from what these Terms provide, what we have agreed upon in the Agreement or amendment shall prevail. In all other cases, these Terms shall apply.

3. Trial Period and Paid Use

3.1. Nobody wants to buy a pig in a poke, so we offer you the opportunity to try our CRM completely free of charge for 30 days. We guarantee that these first 30 days are not associated with any fees on our part, and neither is the termination of using the CRM associated with any fee.

How long is the trial period?

3.2. The Trial Period lasts 30 days from the creation of your Instance within the CRM.

What is the trial period for?

3.3. The Trial Period serves for you to become thoroughly familiar with the features that our CRM offers and to verify that it fully meets your needs and is suitable for what you intend to use it for. As a customer, you are responsible for ensuring that you have tested the CRM system, that it meets your needs, and that it is suitable for achieving your intended results

What happens to the data you enter into the CRM during the trial period?

3.4. If you decide to convert your Instance to paid use mode, the data you have entered into the CRM will be preserved. If you decide not to continue with us after the Trial Period expires, all your data will be irreversibly deleted from the CRM after 90 days from the end of the Trial Period.

To what extent may you use the CRM during the trial period?

3.5. The scope of CRM use is governed by three basic elements – time, territory and quantity. During the Trial Period, you may use CRM as follows:

1. time scope: 30 days from the creation of your Instance;
2. territorial scope: unlimited;
3. quantity scope: according to the number of created User Accounts.

3.6. All obligations and restrictions that these Terms impose on the use of the CRM also apply to its use during the Trial Period, with the exception of those obligations and restrictions that by their nature apply only to paid use of CRM.

When does the trial period end?

3.7. The Trial Period ends when at least one of the following three situations occurs:

1. the period under Section 3.2. of the Terms expires, or;

2. you convert your Instance to paid CRM use mode.

3. the administrator cancels the instance through the CRM interface.

Paid Use of the CRM

When and how can you convert your instance to paid use mode?

3.8. You can activate the paid mode for your Instance at any time during the Trial Period through the CRM user interface. By such activation, you also express your explicit consent to paying the Fee for further use of the CRM. If you do not convert your Instance to paid use mode during the Trial Period, you can still do so within 15 days after its expiry.

3.9. By switching to paid mode within the meaning of Section 3.8., you expressly request the immediate provision of our CRM service and acknowledge that the Trial Period is terminated and you will now pay Fees in accordance with the Price List. The first payment after the Trial Period must be confirmed directly by you; the first payment will never be charged automatically.

3.10. You may terminate payment in accordance with these Terms; however, you waive other methods of terminating the Agreement, to the extent permitted by applicable law.

3.11. By switching to paid mode, you as the Customer or the Customer’s representative authorize RAYNET to send instructions to the financial institution that issued your card to collect payments from your card account in accordance with the terms of our Agreement with you. You also agree that you are responsible for the use of the payment card in your company and that payment by another person working for you as the Customer constitutes a valid payment for RAYNET.

To what extent may you use the CRM in paid use mode?

3.12. Your right to use the CRM in paid use mode arises on the basis that we have entered into an Agreement together, you have activated paid use mode through the user interface, and you have paid the Fee. Upon fulfilment of all these conditions, you have the right to use the CRM to the following extent:

1. time scope: the agreed period against regularly recurring Fee payments;
2. territorial scope: unlimited;
3. quantity scope: according to the number of created User Accounts.

3.13. If you do not exercise your right to use the CRM in paid mode and do not carry out any activity therein, this does not give rise to a claim for a refund of any part of the Fee.

4. Fee

How much will you pay?

4.1. The amount of the Fee for using the CRM is determined by one of the following three methods:

1. Price List published on our website, if you have entered into an agreement with us by filling in and submitting the signup form on our website, or;
2. the Agreement, provided that a written agreement in paper form has been entered into between us;
3. Otherwise, if we agree on it.

4.2. The amount of the basic Fee excluding supplementary services is calculated as the price per one User Account for the given Billing Period, multiplied by the number of User Accounts, taking into account Sections 4.3. and 4.4. Supplementary services are charged according to the Price List.

4.3. We do everything to ensure that CRM allows you to respond flexibly to your business needs, which is why you can purchase new User Accounts in the CRM immediately, even during a given Billing Period. However, you always purchase a User Account and pay the Fee for the entire Billing Period. You are therefore not entitled to a refund of any part of the Fee, and the User Account will be made available to you until the end of the given Billing Period. We believe you already have enough paperwork, so we do not want to burden you with an additional invoice every time you increase the number of User Accounts. When purchasing new User Accounts, you will immediately see in the CRM interface how much you will pay for them, but we will reflect the price in the nearest monthly invoice, in which you will pay us retroactively based on the number of days during which you had the new User Accounts in the given Billing Period purchased. The invoice for the next Billing Period will then include the newly added User Accounts as part of the subscription.

4.4. An exception applies to Instances for which we have agreed on annual subscription (Billing Period is one year). After all, a year is a long time, so in such a case we will send you an invoice for newly added User Accounts immediately after their purchase. However, if you purchase them close to the end of your subscription, i.e., during the 12th month of the given annual Billing Period, we will handle new User Accounts in accordance with Section 4.3., i.e., the same as for monthly subscriptions.

4.5. If you decide to upgrade your pricing plan during the Billing Period, the price difference for the remaining days will be automatically calculated and included in the next invoice. This also applies if you decide to switch back to a lower plan after a few days. If you have an annual subscription and switch to a higher pricing plan during this Billing Period, we will send you an invoice for the price difference immediately after the change. However, if you make the change in the last month of your annual billing period, we will proceed the same as for monthly subscriptions – the price difference will be calculated and included in the next invoice.

4.6. Prices are always listed exclusive of VAT.

4.7. Within these Terms, you also expressly acknowledge and agree that the Fee is not contingent on your actual use of CRM during the relevant period. You pay the Fee for the fact that the use of CRM is made available to you.

4.8. If you pay us the Fee for our CRM, you are not entitled to a refund, even if you stop using the CRM during the given Billing Period.

What about retroactive billing?

4.9. If you pay us an annual Fee and exercise your right to terminate under Section 8.6. in connection with the Data Act, we are entitled to retroactively bill you the Fee as if you had been using a monthly subscription; you will therefore lose the discounted price for the annual subscription.

4.10. Upon termination of the annual subscription under the Data Act, after the expiry of the notice period, we will refund the overpayment from the annual subscription that remains after the retroactive recalculation of Fees from annual to monthly under Section 4.9.

4.11. If you terminate the Agreement with annual subscription under the Data Act before January 12, 2027, we will require you to pay our reasonable costs for switching providers. You can find their amount and calculation in the Price List. After January 12, 2027, these fees will no longer be charged.

How will invoicing work?

4.12. We offer two invoicing options. We understand that the classic annoying invoicing cycle unnecessarily burdens both you and us. As a solution, we offer automated card payment. If for any reason it is important for you to maintain the traditional process, that is also possible. Bank transfer payment can be set up in the CRM in the Instance administration, and if this option is not available in your Instance administration, please contact our customer support, who can enable it for you.

Automated card payment

4.13. The first option, “automated card payment,” works as follows: in the CRM interface, under the “Settings” section, in the section related to billing and invoicing, you add your payment card to the CRM. Each billing period the correct amount of money will be charged from it and you will only receive the completed invoice. Of course, you can check it at any time, but otherwise you no longer need to think about payments.

Bank transfer payment

4.14. The second option is traditional invoicing, where we send you an invoice to the email address you have listed in the billing and invoicing section. The invoice is due within 14 days from the date of issue. The issued invoice contains all the requisites of accounting and tax documents required by applicable legal regulations (especially the VAT Act). Given that this method involves a higher administrative burden, it is subject to a charge according to the Price List (After all, matching payments is no fun and we would rather spend that time on you, our clients).

Electronic invoice delivery

4.15. As a Customer, you hereby agree that invoices will be sent to you only electronically to the email(s) you have listed in the CRM in the billing and invoicing section, which you consider sufficient.

What happens if you are late with payment of an invoice?

4.16. What happens when you pay an invoice late depends on how late it is. The key milestones are as follows:

1. 3 days. If the delay in payment of a properly issued invoice exceeds 3 days past the due date, your access to the CRM will be blocked. Once you pay the outstanding amount, your access will be restored.
2. 60 days. If your delay in paying an invoice exceeds 60 days, your Instance will be cancelled. If you wanted to restore it, we would need to agree on it in writing or proceed in accordance with Section 8.12. on restoration, otherwise after 80 days from the termination of the Agreement, irreversible data deletion will occur within the meaning of Section 8.11.

What if a payment dispute arises?

4.17. Unauthorized initiation of a payment dispute or chargeback with the card issuer by the Customer is considered a material breach of the Agreement. In such a case, RAYNET reserves the right to immediately suspend access to the Instance.

4.18. In the event of an unauthorized initiation of a dispute, we are entitled to claim reimbursement of all costs associated with handling such a dispute (including fees for third parties)

4.19. The Customer acknowledges that RAYNET, for the purpose of preventing and proving the legitimacy of payment transactions, retains records of CRM usage (in particular IP addresses, login timestamps, and activity logs). These records are considered reliable evidence of service usage in the event of payment disputes. At the same time, RAYNET is not obligated to provide these records, since if the Customer does not use the Service, they must still pay the Fee, unless they have properly terminated it in accordance with these Terms.

5. Fair Use of the CRM

Abuse of the trial period

5.1. The free Trial Period is our goodwill gesture towards customers and is not intended to serve as a means for anyone to avoid paying the Fee through its abuse. We assume that this will not be your case, but if anyone were to repeatedly abuse the CRM Trial Period in violation of good morals, we may block their ability to create further Instances and may also claim compensation for damages caused by such conduct, including non-material damages.

Intellectual property rights

5.2. The CRM as well as all software related to it are our intellectual property.

5.3. No provision in these Terms may be interpreted as an assignment or granting of a licence, sublicence, or other right of use within the meaning of the CA for those parts of the CRM that we provide to you as a service, except for the provisions set out in Sections 5.4 and 5.6 of these Terms. You are authorized to use the CRM and related services, but you do not have the right to reproduce, download, install these software solutions or distribute them in any way. Nor are you authorized to incorporate the CRM into other software without our written consent.

5.4. It may happen that during the term of the contractual relationship under these Terms, any work that is protected under copyright law (in particular a work or database) or as any other protected intangible asset is created. It may even happen that if you help us create an extension of the CRM or a new feature, you will be considered a co-author of such extension, feature, or similar creation from a legal perspective. In such a case, you agree that such work automatically becomes part of our CRM, that we exercise all rights thereto, and that these Terms also apply to the use of such creation.

5.5. If you breach the obligations set out in the preceding provision, we have the right to withdraw from these Terms and claim compensation from you for the damages incurred, including non-material damages.

5.6. The exception to Section 5.3 of these Terms is the API key, which you can obtain in your User Account and which is a copyrighted work within the meaning of copyright law. For this reason, upon registration of your User Account, we grant you a licence to exercise the right to use the API key in the form in which it is available at the given time. The licence is granted as non-exclusive, for the duration of the contractual relationship under these Terms (but no longer than for the duration of the economic rights to the API key), exclusively for the purposes of using the API key in accordance with these Terms and in a corresponding manner. The licence is granted for the territory of the entire world. The API key is made available to the User either through remote access (through the user interface) following the registration of the User’s User Account. The User is not authorized to grant a sublicence to third parties or to assign the licence to a third party. The fee for the licence is included in the Fee.

5.7. If in the course of providing services under the basis of these Terms, any whatsoever work that is protected under the CA (in particular a work or database) or as any other protected intangible asset is created, such work shall become part of the CRM and the Terms for the use of the CRM shall also apply to such assets.

5.8. We note that by entering into the Agreement, you do not acquire any rights to trademarks or other industrial property rights of RAYNET or of any third parties.

5.9. If you write a review on our website or social media that could be considered a copyrighted work within the meaning of Section 2 of the CA, you grant us, at the moment of submitting the review, an exclusive right to use such work in its original and modified form, in unlimited territorial and quantitative scope, for any manner of use and for any purpose, for the duration of the economic copyright. We are not obligated to exercise the licence. Furthermore, within the scope of such licence, we may grant a sublicence or assign the licence to any third party without limitation, to which you expressly agree by submitting the review. For the avoidance of doubt, the licence includes the exclusive right to publish, modify, alter, combine with another work or include in a collective work, process including translation (for example into another language), and this also through a third party, to publish the review under the name of our company, to which you agree.

5.10. Please note that we may also publish your review on our website and social media. We also hereby inform you that any such publication may contain the name (or nickname) that you used when submitting your review.

5.11. Please also note that RAYNET may use any brands, trade names, logos, and business names of the Customer for the purpose of listing the Customer as its client in marketing materials, on its website, in presentations, or within the CRM. For this purpose, the Customer grants RAYNET a non-exclusive, worldwide licence to use these designations for the duration of the contractual relationship under these Terms.

5.12. If you do not want us to use your brand, trade name, logo, business names or your review any further, simply write to us at support@raynetcrm.com and we will no longer use them in this way.

Keep your login information confidential

5.13. You are authorized to use CRM only personally, or through authorized persons. Please keep your login information for User Accounts confidential to prevent their misuse by third parties. If you breach this obligation, you are liable to us and to other persons for all damages that may be caused by such misuse.

Usage limits

5.14. We want our services to work flawlessly for all customers, which is why we need to set usage limits as one of the measures to ensure our services remain usable for everyone. A detailed breakdown of individual limits can be found at https://raynetcrm.com/pricing/#compare.

Limit on the number of stored records

5.15. The limit on stored records includes the sum of:

1. All records stored in the Contact database

   • accounts,
   • contacts,
   • leads;

2. all records stored in Business

   • deals,
   • products,
   • quotes,
   • sales orders,
   • invoices,
   • projects;

3. all records stored in Activities

   • tasks,
   • meetings,
   • events,
   • emails,
   • phone calls,
   • letters.

5.16. If you are approaching the total number of records limit for your pricing plan, you will be notified in your Instance. Once you exceed the limit, you will not be able to create new records. At the same time, the system will allow you to increase limits by upgrading to a higher plan. If you reach the limits of the highest plan, we will contact you and agree on a solution that will be the most advantageous for you given your current and future needs.

Daily limit when using the API Connector

5.17. The daily limit of requests when using the API Connector is determined by the chosen pricing plan. A detailed breakdown can be found at https://raynetcrm.com/pricing/#compare. If the limit is exceeded, access will be blocked for that day. The limit can be increased by mutual agreement; however, this entails increased infrastructure costs for us, which means we will need to reflect this increase according to the Price List.

5.18. If you use the API excessively, by which we mean a volume of downloaded data greater than 100 GB per month or disproportionately burdening the system such that it could restrict other customers, we will ask you to remedy the situation. If you fail to remedy it within 5 business days of our request, we reserve the right to disable your Integration.

Customer support

5.19. Our customer support’s desire to help you with any problem is boundless, but the day still only has 24 hours. We are able to guarantee each User 1 hour of support via chat, email, or phone per month. The level of customer support depends on the chosen pricing plan. A detailed breakdown can be found at https://raynetcrm.com/pricing/#compare.

Inviting additional users and liability

5.20. If you decide to invite additional Users to your Instance (i.e., assign additional Users to Available User Accounts), they will use their own User Account with their own login credentials. A User Account may only be used by one User, and sharing it among multiple persons is not permitted, not even in the case of sequential use. This measure serves to protect security, compliance with the licensing model, and to ensure the proper functioning of the CRM. RAYNET reserves the right to verify compliance with this provision and, in the event of a breach, to notify the Customer and propose a solution, including adjusting the scope of licences.

5.21. You are then obligated to familiarise the Users you invite to your Instance with these Terms and to inform them of all rights and obligations arising therefrom. This is for your own good, because you are responsible for ensuring that the Users you invite to your Instance comply with these Terms. If a User you invite to your Instance causes us any damage (including non-material damages), particularly by acting in violation of the Terms, you are liable for it as if you had caused such damage yourself.

5.22. You may also set permission levels for Users you invite to your Instance. Individual levels differentiate the scope of CRM functions to which a given User has access in the Instance. The permission levels (security levels) from which you can choose are described in your Instance, in the Settings > User Administration section.

5.23. We are not liable for any damage arising to you because a User had different permissions than you thought (e.g. if you forget to change the default permission settings of a User, who then, due to insufficient permissions, fails to perform a specific action in the CRM in time, resulting in damage or lost profit for you).

5.24. Furthermore, we are not liable for any damage that a User you have invited to your Instance causes to you.

Email distribution

5.25. It is possible to send bulk emails from our User Account. It is important for you to send emails only to addresses that you have obtained as personal data in compliance with legal regulations (especially GDPR). We ensure that we provide you with functionalities that enable this. However, we do not verify the legal basis for each email distribution; the responsibility for this lies with you.

5.26. We are entitled to verify the legal basis for the personal data you have collected (in this case, email addresses) at any time, in order to comply with our legal obligations. If you fail to demonstrate a legal basis, we may suspend your User Account until you demonstrate a legal basis or delete the email contacts from the database you use for distribution in CRM.

5.27. We are not obligated to include certain mandatory elements under GDPR in your email communications, such as an opt-out footer for commercial messages, etc.

5.28. The collected database of email contacts belongs to you; you do not transfer any rights to this database to us.

6. Backups

6.1. Few things in today’s world are as frightening as the idea of losing hard-earned business data, which is why we take great care in quality data backup.

How is data backup performed?

6.2. As RAYNET, we perform daily backups of data that you store in the CRM. Backups are generally performed at 02:00 CET/CEST

6.3. We retain individual backups of Exportable Data for a minimum of 90 days from their creation. If technically possible, even longer, provided the Agreement has not been terminated; in such a case, the storage of backups is governed by Section 8.

6.4. Please note that for technical reasons, data of Instances that have been blocked, cancelled, or are awaiting irreversible deletion are also backed up in this manner. As a Customer, you express your consent to this.

How do you access your backups?

6.5. Send a request for the provision of a backup of your data by email to: support@raynetcrm.com. We will then send you information about the backup download procedure to your email address that you provided in your request (or to the address from which the request was sent). We will then send you the actual backup via a data box or to your email, with the password sent via SMS to the phone number provided in the request.

In what format will you receive the backup?

6.6. Based on the above request, we will provide you with a backup of the Exportable Data as:

1. A copy of the database in SQL format;
2. A copy of attachments and files in a compressed archive.

6.7. Further information regarding the format of Exportable Data, technical transition and countries where they are processed can be found in our online data register.

6.8. The User is not entitled to any data that belongs to Raynet. In particular, the User is not entitled to any data related to CRM or other software services operated by Raynet, nor is the User entitled to data that does not belong to them and is not exportable.

Provision of data backup to the Customer and other sensitive operations upon request

6.9. We want to protect your sensitive data as best as possible; therefore, if you request the provision of a data backup or another operation concerning access to your data, we must verify that the request is genuinely being made by an authorized person. For this purpose, we use one of the following methods:

1. Verified signature. A request with an officially verified signature.
2. Data box. A request sent via your data box.
3. Electronic signature via CRM and optional video call. The request is signed through the CRM module “Online Document Signing”.
4. Electronic signature with a timestamp. In this case, the request is in electronic form (PDF) signed with a qualified electronic signature based on a qualified certificate and bearing a qualified timestamp. Such a request must be accompanied by the qualified certificate on which the given signature is based, containing a unique identifier of the signing person (specifically the IK MPSV).
5. By other means that enable us to unambiguously and traceably verify the identity of the person acting on behalf of the Customer.

6.10. As the person authorized to request a backup on behalf of the Customer, we consider only the Customer themselves (in the case of a legal entity, any managing director of the given company). The Customer may also grant a power of attorney to a third party for this purpose, with an officially verified signature (in the case of a legal entity, the power of attorney may only be granted by persons authorized to act on behalf of the legal entity - typically a managing director).

6.11. If you wish, you can let us know that in your case we should not use any of the methods listed under letters b.), c.), d.) or e.) of Section 6.9, or you may narrow the circle of persons authorized to request a backup on behalf of the Customer (if you wish to expand the circle of such persons, you need to send us such a request in writing with an officially verified signature of the person authorized to act on behalf of the Customer). If you request to narrow the circle of persons by another person meeting the definition in Section 6.10., that person must consent to this; otherwise, we will not comply with the request.

6.12. In cases where we deem it necessary, we may insist that your request be accompanied by an officially verified signature of the person authorized to act on behalf of the Customer. If you are a legal entity, we may insist that you act on behalf of the company in the manner registered in the commercial register (e.g. multiple managing directors jointly, or each separately).

Will you pay anything for the provision of a backup?

6.13. As a Customer, you have the right to receive one free data backup per billing cycle as specified in your pricing plan for the Instance. Each additional data backup will be charged according to the Price List in effect at the time you request the data backup.

7. Service Availability, Liability, Technical Requirements and Updates

What service availability do we guarantee?

7.1. We guarantee CRM availability of 99.50% per calendar month.

What are you entitled to if availability is not as guaranteed?

7.2. If availability does not meet the level we guarantee under Section 7.1. of the Terms, you are entitled to the following claim against us:

1. availability 98.00 - 99.49%: entitlement to a discount of 35% of the Fee for the Billing Period that began in the relevant calendar month.
2. availability lower than 98.00%: entitlement to a discount of 50% of the Fee for the given Billing Period.
3. In the event that the Billing Period is one year, the discount under the preceding points a. and b. shall be calculated as a discount from 1/12 of the Fee for the Billing Period. The discount shall therefore be provided only from the proportionate part of the Fee for the unavailability in the specific calendar month. If CRM is not available at the level we guarantee under Section 7.1. of the Terms for the next calendar month as well, you are again entitled to a discount from 1/12 of the Fee for the Billing Period, and so on.

Regular maintenance

7.3. In order to improve services, we perform regular maintenance of CRM, which means that access to CRM may be temporarily limited or even excluded for a short period. We perform regular maintenance strictly outside normal business hours (08:00 – 17:00 CET/CEST) to minimise disruption to you. The time of regular maintenance is not included in the CRM availability limit under Sections 7.1. and 7.2. of the Terms, which you expressly acknowledge. We will inform you about when regular maintenance will take place through a notification displayed in the CRM user interface.

When are we not liable for damage or unavailability?

7.4. We are not liable for CRM unavailability in situations caused by circumstances excluding liability. Such circumstances are considered to be circumstances beyond our control that prevent us from fulfilling our obligations. This does not apply to situations where we could have averted or overcome such obstacles or if we had already known about such obstacles at the time our obligation arose.

7.5. As an example of what obstacles may be considered circumstances excluding our liability, we may cite the following in particular:

1. Strikes, if such event occurs as a result of organisation by third parties;
2. Terrorist attacks;
3. Wars, civil and military unrest, blockades, insurrections, riots, epidemics, quarantine restrictions;
4. Lightning strikes, earthquakes, fires, storms, floods, landslides;
5. Events on the basis of which a state of emergency or other restrictive measures will be declared by state authorities, regional hygiene stations, or other institutions, directly or indirectly affecting the activities of RAYNET.

7.6. We are not liable for the characteristics, functionality, or faultlessness of individual software that you use as integrations or configurations (connections with certain software / services / SaaS) to work with CRM. This liability is borne by the suppliers of such additional software, with whom you must enter into a separate agreement. The unavailability of any integrations or configurations is also not included in the guaranteed CRM availability under Section 7.1. of these Terms.

7.7. You acknowledge and agree that we are not liable for any financial losses caused by the suspension of CRM operation due to its update or necessary maintenance.

Supplementary services

7.8. Supplementary services provided by third parties may be integrated into CRM (e.g. geolocation of registered addresses, map data, exchange rate supplements, and data from commercial registers). Given that we do not provide these services, we do not guarantee the accuracy, truthfulness, completeness, or timeliness of information you receive when using these supplementary services, and we bear no liability for any damage that may be caused to you by an outage of these supplementary services. The unavailability of any supplementary services is also not included in the availability under Sections 7.1. and 7.2. of these Terms. As a Customer, you expressly acknowledge this entire provision.

Website content

7.9. We are also not liable for the defective content of websites or services presented on those websites for hyperlinks placed by you directly in CRM or in another part of your system, because we do not in any way participate in the content of these websites. This provision, however, naturally does not apply to cases where the hyperlinks refer to our own website.

Technical equipment

7.10. You are obligated to ensure adequate technical equipment that will enable you to use the features of CRM according to these Terms. Before you start using CRM, you are obligated to verify that your technical equipment meets the technical requirements of CRM, which can be found on our website in the Technical Requirements section.

CRM changes

7.11. We are entitled at any time to make changes (updates) to the content and features (adding and removing content/features) of CRM. This occurs automatically and these Terms also apply to the updated version of CRM. Given that CRM is provided on an “as is” basis, you cannot refuse these changes. We will of course inform you of CRM updates in a timely manner, either via email, our website, or through notifications in the CRM user interface.

7.12. In the event that you do not agree with a change to CRM under the preceding provision, our Agreement shall terminate with effect as of the date of the commencement of the CRM change, and you shall be entitled to request the provision of your data backup. You may express your disagreement with the change by cancelling your Instance under Section 8.5. of the Terms.

Responsibility for a functional email address

7.13. You are responsible for ensuring that your email address listed in the CRM administration is functional (meaning that it is possible to deliver emails from us to it). In the event that your email address stops working for any reason, you are obligated to change it and provide a functional email address in the administration of your CRM.

7.14. We are not liable for any damage caused in connection with the fact that the address listed in the administration of your CRM does not work, or if it is not possible to deliver emails to it (e.g. if you mark any of our emails as spam and we are then unable to properly deliver emails to you). We may deliver update notifications or invoices to your email. It is in your interest to ensure everything works as it should.

7.15. Conversely, you bear responsibility for ensuring that your email address is fully functional and you are obligated to compensate us for any damage arising in connection with the fact that the email address listed in the administration of your CRM does not work (e.g. if we are unable to deliver an invoice to you because of this).

8. Duration and Termination of the Contractual Relationship

When does the Agreement terminate?

8.1. The Agreement terminates in the following cases:

1. Upon expiry of the period for which it was concluded;
2. termination by notice from our side;
3. withdrawal from our side;
4. cancellation of the Instance from your side;
5. if your Instance in CRM is cancelled in the event of a delay in paying the Fee of more than 60 days;
6. in the event that you express your disagreement with the new wording of the Terms (see Section 9.2. of the Terms).

Termination by notice from our side

8.2. We are entitled to terminate the Agreement from our side even without giving reasons, with a notice period of twelve months starting from the first day of the month following the month in which the notice was delivered. In such a case, we will send the notice either by post or via data box. If we send the notice by post, we will send it to the address of your company’s registered office if you are a legal entity, or a self-employed individual, or to your residential address if you are a natural person. If we are unable to deliver the notice to you in this manner, it shall be deemed delivered on the third day after it was handed over to the postal service provider, which you expressly acknowledge. The Agreement terminates with effect as of the date of expiry of the notice period.

Withdrawal from our side

8.3. We are entitled to withdraw from the Agreement by unilateral declaration in a situation where you seriously breach any of the obligations arising from the Agreement, in particular if you use CRM in a manner that is contrary to this Agreement or to the obligations arising from the law and other generally binding legal regulations. In such a case, we are entitled to claim compensation from you for the damage thus caused, including non-material damages.

8.4. Upon withdrawal, the Agreement terminates with effect as of the date on which we deliver the declaration of withdrawal to you. As regards the rules for delivery of withdrawal from the agreement, the provisions on delivery of notices contained in Section 8.2. of the Terms shall apply mutatis mutandis.

Cancellation from your side

8.5. As a Customer, you are entitled to cancel your Instance in CRM at any time, exclusively through the CRM interface. By cancelling the Instance, the Agreement itself also terminates, with effect as of the last day of the paid Billing Period.

Termination under the Data Act

8.6. In accordance with the Data Act, we allow you to terminate our services even in the case of an annual subscription; in such a case, the notice period is 2 months.

8.7. After the expiry of the notice period, we will provide you with cooperation for the transition to another provider within a 30-day transitional period. You have the right to extend the transitional period once.

8.8. After the expiry of the transitional period, we retain the Exportable Data as a backup for an additional 50 days (but no longer than 80 days from the termination of the Agreement if the transitional period was extended). Subsequently, we will irreversibly delete the Exportable Data.

Cancellation due to delay in payment of the Fee

8.9. If there is a delay in payment of the Fee that is longer than 60 days, the Agreement thereby terminates with effect as of the day on which the delay of more than 60 days occurred. Your Instance in CRM will be cancelled in such a case, unless we agree otherwise in writing.

Provision of backup upon termination of the Agreement

8.10. The last created backup of Exportable Data is, in the event of termination of the Agreement, provided free of charge, provided that you request it in writing in the manner set out in Section 6 of these Terms.

8.11. However, in order for us to provide you with the above-mentioned backup, you must request it within 80 days of the termination of the Agreement. If you request it later, it will most likely no longer be possible, as the data will already have been irreversibly deleted at that point.

8.12. If, within the period under Section 8.11., you request the restoration of the Instance, the Agreement will be renewed based on your request and will begin to run again. Within your Instance, you will have all data that has not yet been deleted; we are not liable for ensuring that all data from before the termination of the Agreement will be there. The renewed Agreement takes effect once your renewal request has been processed.

8.13. For a smoother transition to another provider, we have prepared an online data register. In it, you will have the following information:

1. Formats of Exportable Data;
2. A technological guide to facilitate the transition to another provider and data export;
3. A current list of countries in which your data is processed according to the engaged sub-processors.

9. Changes to Terms and Fee Amount

9.1. In order to provide you with the best and most reliable services, we need the ability to periodically change the wording of these Terms. The Terms may therefore be unilaterally changed or cancelled in writing by us. However, you need not worry; you will be informed of all changes well in advance and will have the opportunity to respond to them if you disagree. No unpleasant surprises!

Process of changing the Terms

9.2. We will always inform you of a change to the Terms at least 15 days before such changes take effect, in the form of a notification in your Instance, a banner on our website, or by email that you provided during registration or that you have set in your User Account in CRM as your primary email address. In the event that you do not agree with the change to the Terms, you have the right to withdraw from the Agreement by cancelling your Instance within the meaning of Section 8.5. of these Terms. In the event that you continue to use our CRM and other Services after the effective date of the change to the Terms, it shall be deemed that you agree with the change to the Terms.

Unilateral change of the Fee

9.3. We are entitled to change the amount of the Fee and other items listed in the Price List with one exception, namely agreements concluded for a fixed term. We will notify you of the change in the Fee amount in a similar manner as described above for notification of changes to the Terms. The only difference is that we will notify you of such a change at least 30 days before it takes effect.

9.4. The new Fee amount shall be binding for you from the beginning of the first Billing Period following the expiry of this period. In the event that you do not agree with the change to the Price List, you have the right to withdraw from the Agreement by cancelling your Instance within the meaning of Section 8.5 of these Terms. In the event that you continue to use our CRM and other Services after the effective date of the Price List changes, it shall be deemed that you agree with the Price List changes.

Unilateral change of limits

9.5. The breakdown of individual limits available at https://raynetcrm.com/pricing/#compare may be changed by us at any time. We will notify you of the change in a similar manner as described above for notification of changes to the Terms. In the event that you do not agree with the change to the limits, you have the right to withdraw from the Agreement by cancelling your Instance within the meaning of Section 8.5 of these Terms. In the event that you continue to use our CRM and other Services after the effective date of the changes, it shall be deemed that you agree with the changes.

10. Personal Data Protection

RAYNET as personal data controller

10.1. We will process your personal data as a Customer and other related data and information in accordance with our Personal Data Processing Policy.

Data Processing Agreement

10.2. Raynet is in the position of a personal data processor in relation to personal data entrusted to you by your customers and entered into CRM. Together with the Agreement and these Terms, we also conclude the Data Processing Agreement, which constitutes Annex No. 2 to these Terms, in which you will find more details about how the processing of your personal data is carried out.

11. Electronic Signature Terms

Introductory provisions

11.1. To help you end the bureaucratic ping-pong associated with signing contracts, we have prepared a feature in CRM that will make your salespeople’s lives easier. Electronic signatures. Both you and your clients can now sign documents in a simple online environment.

Where to find Electronic Signatures

11.2. To use Electronic Signatures, you must move your Instance to paid use mode. You will then find the Electronic Signature tab on the detailed record card. This tab will be displayed automatically and does not need to be enabled in Settings. You can find the Electronic Signature tab for the following records:

1. Account;
2. Contact;
3. Deal;
4. Quote;
5. Sales Order.

Is there a guide?

11.3. The electronic signature process itself is quick and simple and will guide you through it. However, if you still need assistance, you can find a clear guide here.

What do Electronic Signatures consist of

11.4. The essence of Electronic Signatures lies in the fact that through two-factor verification (mobile phone and email) we can determine which person signed a given document and at what moment. At the same time, the signature creates a record of when the person signing expressed their will. This is important, for example, for determining the moment at which a contract was concluded, an order was accepted, or an invoice was signed.

Compliance with the eIDAS Regulation

11.5. The described Electronic Signature procedure is fully compliant with eIDAS (Regulation (EU) No. 910/2014 on electronic identification and trust services for electronic transactions in the internal European market). This ensures that the electronic signature is secure and valid throughout the EU.

Electronically signed agreement as evidence

11.6. We certainly do not wish you any disagreements or disputes, but it is good to know that documents signed via Electronic Signature can serve as evidence in court or administrative proceedings. They are binding in the same way as if you had signed them in writing.

Period during which the document can be signed

11.7. During the process of setting up Electronic Signatures, you can set the period during which the given document can be signed. You can also set a reminder for the expiration of this period. If you do not have your periods set, count on the default setting of 7 days.

Liability for damage associated with omission

11.8. We are not liable for any damage arising in connection with the failure to set a longer or shorter period during which the document can be signed (e.g. if the period for signing the document expires).

Limitation of liability related to Electronic Signatures

11.9. If we cause you any damage in connection with Electronic Signatures (excluding the situations referred to in the preceding provision), we are liable to you only for actual damage, up to a maximum of one Fee for the monthly plan.

Archiving and overview of signed documents

11.10. Your signed documents are archived by DigiSign for a period of 3 years from their signing. While using our CRM, you can access archived documents in the Settings – Extensions – Electronic Document Signing – View Overview section.

How to obtain archived documents when you stop using CRM

11.11. If you stop using our CRM, you can request archived documents via email at support@raynetcrm.com. To request an archived document, you must know the envelope (document) identifier, which you can find either in your email or in the audit report generated upon signing.

Electronic Signature pricing - monthly plan

11.12. If you wish to use Electronic Signature, according to the Price List you have a number of free signatures each month, which depends on the Fee amount and the chosen pricing plan for CRM use. If you need more signatures in a given month, upon exceeding the number for your pricing plan, you will need to purchase a package for Electronic Signatures; the scope and price are determined by the Price List. Exceeding the number of signatures does not mean being reassigned to a different pricing plan.

Reduction of the monthly plan

11.13. If you need to reduce your monthly plan for any reason, you can do so in the same way as increasing it, in the Settings – Extensions – Electronic Document Signing section. If you wish to reduce to a custom plan, please contact our customer support.

Custom monthly plan

11.14. We understand that life brings situations that require a tailor-made offer. Therefore, when you need to sign a larger volume of documents, we will create an offer that fits you perfectly. We will mutually agree on it.

Invoicing within Electronic Signatures

11.15. As for the invoicing of Electronic Signatures, you will find it as an additional item on your regular monthly invoice. No extra invoices!

Termination of the monthly plan

11.16. If you decide to stop using Electronic Signatures, you can terminate the entire module at any time in the Settings – Extensions – Electronic Document Signing section.

Electronic Signatures and personal data

11.17. You can learn about how we process personal data during Electronic Signatures in the Personal Data Processing Policy, or in the Data Processing Agreement (see Sections 10.1 and 10.2 of these Terms).

Changes to Electronic Signature pricing and terms

11.18. We may change the monthly plan price, terms, and features of Electronic Signatures in a similar manner as the price, terms, and features of CRM. The rules for changes to CRM price, terms, and features, including provisions on notification of changes and liability, shall apply mutatis mutandis to Electronic Signatures. For more information, see Sections 7. and 9. of these Terms.

DigiSign rules

11.19. Details about how long your document will be archived, until when the signature verification certificate will be valid, how the verification process itself works, how secure the entire process is, etc., can be found in the DigiSign usage rules, available at: https://drive.google.com/drive/u/0/folders/1QSgDK3Q9exGgG5Fri0nixyzXNNnVi-_4

Availability of Electronic Signatures

11.20. Please note that the availability of Electronic Signatures may depend on the country in which you are located, which you expressly acknowledge. The same applies to the legal and/or factual characteristics of Electronic Signatures.

Customer liability

11.21. You are responsible for obtaining all information yourself regarding the compliance of Electronic Signatures with applicable legislation in the place where you are located. Before first use and during the use of Electronic Signature, you are obligated, in light of the preceding sentence, to obtain in particular information regarding its binding nature, validity, effectiveness, nature, and the rights arising therefrom.

RAYNET liability

11.22. RAYNET bears no liability for the accuracy, validity, and completeness of information it asserts regarding Electronic Signatures outside the territory of the Czech Republic.

12. Final Provisions

12.1. The relationships arising from the Agreement are governed by Czech law and, within its framework, by the CC. The Agreement may be drawn up in different language versions for the needs of Users in individual countries. However, the contractual language is Czech, and in the event of discrepancies, interpretive conflicts, or differences between language versions of the Agreement, the Czech version shall be decisive and binding. We have also agreed that the application of conflict-of-law rules of private international law and the United Nations Conventions on Contracts for the International Sale of Goods is excluded.

12.2. The rights and obligations set out in Section 5 of these Terms and in Sections 7.4. - 7.9. and 8.9. - 8.11. of these Terms shall remain in force even after the termination of the Agreement.

Which court will have jurisdiction?

12.3. For any disputes that may arise in connection with or from this Agreement, the use of CRM, the courts of the Czech Republic shall have jurisdiction. As a Customer, you also expressly agree that the District Court in Ostrava, or the Regional Court in Ostrava in cases where the subject-matter jurisdiction of a regional court in the first instance is established, shall have local jurisdiction to resolve any disputes and claims related to the use of CRM (and related to the Agreement).

12.4. These Terms do not create any obligations on our part other than those set out in these Terms.

Severability clause

12.5. In the event that any provision of these Terms is invalid or unenforceable, this shall not affect the validity and enforceability of the remaining provisions of these Terms. They shall remain valid and enforceable according to the conditions set out therein.

12.6. The wording of the Agreement and these Terms constitutes the sole and complete agreement between us relating to CRM and fully replaces any prior representations, negotiations, commitments, communications, or advertising information relating to CRM.

Annexes to the Terms

12.7. Annex No. 1 to these Terms is also the Price List, which is otherwise available in its current wording on our website.

12.8. Annex No. 2 to these Terms is the Data Processing Agreement and is available in its current wording on our website.

Effective date of the Terms

12.9. These Terms shall take effect no later than 1 June 2026.

RAYNET s.r.o.

Hlavní třída 6078/13, Poruba, 708 00 Ostrava, Czech Republic | Company ID no.: 26843820 | VAT No.: CZ26843820

email: info@raynetcrm.com | phone: +420 553 401 520 | www.raynetcrm.com | Data box: titwfmk

Company registered in the Commercial Register maintained by the Regional Court in Ostrava under File No. C 28180