Preamble
These Subscription Terms define the specific terms of use for the Orizen platform developed by ForgeTheWeb. They supplement the General Terms and Conditions of Sale and apply specifically to SaaS services.
Order of precedence: the contractual relationship is governed, in decreasing order of priority, by 1) the quote or purchase order accepted by the Client and its special conditions, 2) these Subscription Terms, 3) the General Terms and Conditions of Sale. In the event of a contradiction between these documents, the higher-ranking document prevails.
Article 1 – Subscription composition
The Orizen subscription consists of user accesses and applications:
- Office access: full access to the subscribed applications, either as the complete package or with à la carte applications.
- Field access: access restricted to carrying out worksites and interventions (time tracking, reports, photos, reporting of unforeseen events), iOS and Android mobile app included.
- À la carte applications: applications (21 available modules) can be subscribed to individually.
- Packs: packs combining office access and field access may be offered on quote.
The subscription composition and applicable prices are those of the accepted quote or, failing that, of the price list in force.
Article 2 – Commitment periods and discounts
The commitment period, billing frequency, renewal conditions and notice period are those set out in the accepted quote. Failing that, the following rules apply:
Monthly commitment
- Monthly billing
- Termination possible at any time
- No discount
Annual commitment
- Annual billing
- 5% discount on the monthly rate
- Termination possible with 30 days’ notice
- No refund in case of early termination
2-year commitment
- Annual billing
- 10% discount on the monthly rate
- Fixed 24-month commitment
- No refund in case of early termination
3-year commitment
- Annual billing
- 15% discount on the monthly rate
- Fixed 36-month commitment
- No refund in case of early termination
Automatic renewal: unless otherwise stipulated in the accepted quote, subscriptions are automatically renewed for the same commitment period unless cancelled with no more than 60 days’ (2 months’) notice, in accordance with the Data Act, or with the shorter notice period set out in the quote.
Commitment modification: It is not possible to reduce the current commitment duration during the contract. Any modification requires full termination and a new subscription.
Article 3 – User management
User management:
- Real-time user addition
- Prorated billing for additions
- Configurable roles and permissions
- Temporary user management (up to 30 days)
Reduction in number of users:
- Only possible if the configured rights and access are less than or equal to the new desired number
- Configurable from the client area with administrator rights
- Prorated billing for the remaining period
User licences: Each active user consumes one licence. Users inactive for more than 90 days may be automatically deactivated.
Article 4 – Discount and promotion system
Applicable discounts:
- Commitment discount (5%, 10%, 15%)
- One-off promotions
Discount calculation:
- Application to the net amount
- Additional non-cumulative discounts
- Rounded to the nearest cent
Promo codes: Promotional codes can be used during subscription and are valid according to the specified terms.
Flat-rate or negotiated prices: commitment discounts and promotions apply to list prices. They cannot be combined with a flat-rate or negotiated price set out in the accepted quote.
Article 5 – Included features
Services included in all subscriptions:
- Access to Orizen based on the selected offer
- Secure high-availability hosting
- Daily automatic backups
- Security updates
- Email technical support
- Online training
Additional services:
- Custom training (on quote, or included when the accepted quote provides for it)
- Custom developments (on quote, or included when the accepted quote provides for it)
- Third-party integrations (on quote, or included when the accepted quote provides for it)
- Priority phone support (on quote, or included when the accepted quote provides for it)
Updates: New features are automatically included in the subscription at no extra cost.
Article 6 – Usage limitations
Technical limitations per offer:
- Data volume: 1 TB of monthly transfer per user
- API requests: 10,000 requests per hour per user
- Bandwidth: Unlimited
Acceptable use:
- Use in accordance with service purpose
- Respect for intellectual property rights
- No use for illegal purposes
- Compliance with defined technical limits
Exceeding limits: In case of repeated exceedance, ForgeTheWeb may offer an extension for an additional fee or temporarily suspend access.
Article 7 – Maintenance and updates
Preventive maintenance:
- Scheduled maintenance: Sunday 2am–6am
- 48-hour advance notice
- Emergency maintenance if required
Updates:
- Automatic security updates
- New features according to roadmap
- Performance improvements
Roadmap: The evolution roadmap is published quarterly and accessible in the customer area.
Article 8 – Technical support
Support levels:
- Community: Forum, documentation
- Standard: Email, 24-48h response time
- Priority: Email, 4-8 hour response time
- Urgent: Phone, 1-2h response time
Support hours:
- Monday to Friday: 9am–6pm
- Urgent support: 24/7
- Public holidays: reduced support
Languages: Support in French (priority) and English. Priority support pricing: €50 excl. VAT per hour.
Article 9 – Security and confidentiality
Security measures:
- Data encryption in transit (TLS 1.3) and at rest (AES-256)
- Daily encrypted backups with 30-day retention
- Strong authentication available (2FA/MFA)
- Automatic security analysis of the code on every change; annual external audit and penetration test, the first one scheduled for Q4 2026
- GDPR compliance
Confidentiality:
- Compliance with GDPR and French regulations
- Data hosted in France by OVHcloud (OVH SAS): application and database in Gravelines (GRA region), files in Roubaix (RBX region)
- Restricted data access based on the principle of least privilege
- Security incident notification within 72 hours in accordance with GDPR
NIS2 compliance:
- Information systems security policy (ISSP) documented
- Business continuity plan (BCP) being formalised, finalised in Q4 2026
- Disaster recovery plan (DRP): database restorable to the minute, documented restoration exercise and full test every year from Q4 2026
- Security incident management with formalised procedures
- Cybersecurity awareness and team training
Article 10 – Migration and data export
Data export:
- Open formats: CSV and JSON, PDF of issued documents
- Full export on written request to support (contact@forgetheweb.com)
- Processing time: 5 working days
- Free up to 1 GB of data
Migration:
- Migration assistance: €150 excl. VAT per hour, or according to the flat fee set out in the quote (data migration as an option or included)
- Supported formats: CSV and JSON
- Included migration tests
- Retention period after termination: 90 days
Export formats: CSV for tabular data, JSON for the same data with its structure, PDF of issued documents, attachments in their original format, all in a ZIP archive with its inventory.
Article 11 – Termination and suspension
Termination by the Client:
- 60-day notice period (2 months) in accordance with the Data Act, or the shorter notice period set out in the quote
- Data export included (see article 10)
- Migration assistance for 30 days
- No refund for annual/multi-year commitments
Suspension by ForgeTheWeb:
- Non-payment: suspension after 15 days of reminder
- Abusive use: immediate suspension with notification
- Reactivation possible after regularisation
- Data retention for 90 days after suspension or termination
Reactivation terms: Reactivation requires payment of outstanding amounts and may incur a €50 ex-VAT reactivation fee.
Portability: Data portability and export terms are detailed in the T&Cs (Article 10 bis).
Article 12 – Modifications to subscription terms
These terms may be modified for:
- Improve services
- Compliance with legal changes
- Adapt features
Notification: Email 30 days before application
Objection: In case of disagreement, the Client may terminate their subscription without charge within 30 days of notification.