Terms and Conditions

1. Scope

These Terms and Conditions govern (i) the use of the website onegest.com and (ii) the framework conditions applicable to contracting the IT outsourcing services provided by Idealbrand Unipessoal Lda under the ONEGEST brand. The specific price, scope and SLA conditions for each service are set out in the commercial proposal or in the service agreement signed with each client, which prevails over this document in the event of conflict.

2. Packs, individual services and contracted scope

ONEGEST packs (SME Essentials, Cloud Productivity and Total Management) include a fixed set of services and limits (number of users, email mailboxes, protected devices, backup capacity), as described on the Packs and Pricing page and detailed in the commercial proposal. Usage exceeding the limits of the contracted pack is invoiced separately at the current reference price, which is always communicated to the client before it is invoiced.

3. Onboarding fee

The onboarding fee is a one-off payment, charged on the first invoice, covering the migration, initial set-up and training work needed to start the service. It is non-refundable once onboarding work has begun, unless otherwise agreed in writing.

4. Duration, minimum term and termination

Unless otherwise agreed in the commercial proposal, contracts for ongoing services (packs and support contracts) have a reference minimum term of 12 months, renewing automatically for equal successive periods unless either party gives notice of termination within the minimum notice period stated in the commercial proposal (as a general rule, 30 days before the end of the current period). Contracting without a minimum term is subject to a price surcharge, as stated in the commercial proposal.

5. Invoicing and payment

Monthly fee services (packs and recurring services) are invoiced monthly in advance, unless otherwise stated. Fixed-scope projects (e.g. ERP or CRM implementation) are invoiced under the terms of the specific commercial proposal. Late payment may lead to suspension of the services following notice to the client, without prejudice to other consequences provided for in the contract and in applicable law.

6. Service levels (SLA)

Guaranteed response times correspond to the contracted SLA level: 8x5 Standard (initial response within 8 business hours), 12x5 Priority (initial response within 4 business hours) and, as an optional extension, 24x7 Critical (P1 incidents responded to within 1 hour, including outside business hours and at weekends). Response time refers to the first technical contact regarding the reported incident, not to the time taken for full resolution, which depends on the nature of the problem.

7. Client obligations

The client undertakes to provide the access and information needed to deliver the service, to use the managed systems in line with the good practices indicated by ONEGEST, and not to use the services for unlawful purposes or in a way that infringes the rights of third parties.

8. Limitation of liability

ONEGEST is liable for direct damage proven to result from a culpable breach of its contractual obligations, within the limits set out in the service agreement and in applicable law. ONEGEST is not liable for indirect damage, loss of profit or failures of third-party services (for example, unavailability of the infrastructure of cloud, hosting or management software providers), without prejudice to its obligation to manage the resolution of the incident with the supplier concerned.

9. Out of scope

Unless expressly agreed otherwise, the following are not included in ONEGEST's services: the creation, design, development, SEO optimisation or digital marketing management of websites and online shops (services provided directly by BrandUp); running marketing campaigns, even where the CRM is integrated with marketing tools; technical response to a security incident already in progress, where it exceeds the contracted monitoring scope; software customisations beyond the standard of the resold products; and disputes over domain ownership, which are referred to specialist legal advice.

10. Intellectual property

Code, configurations and documentation developed specifically for the client as part of a project (e.g. ERP or CRM implementation) belong to the client once the service has been paid for in full, except for third-party software licences (e.g. management software, Microsoft 365), which are governed by their manufacturers' licence terms.

11. Changes to the terms

ONEGEST may update these Terms and Conditions from time to time. Changes with a material impact on contracts in force will be communicated to the affected clients with reasonable advance notice.

12. Applicable law and jurisdiction

These Terms and Conditions are governed by Portuguese law. The courts of the district of Braga (Portugal) shall have jurisdiction to resolve disputes, with waiver of any other jurisdiction, without prejudice to the mandatory consumer protection rules applicable to clients resident in another Member State of the European Union.