Terms & conditions

Through this document, ACELERA CRM (hereinafter “the Company”), in accordance with its internal service policies and agreements, informs its clients (hereinafter “the Client”) that the Contractor reserves the right to apply the following measures as applicable:

Service Levels (SLA) for support tickets and inquiries
Official support portal: aceleracrm.freshdesk.com

Priority levels*
🔴 URGENT
🟡 HIGH
🔵 PRIORITY
🟢 NORMAL

*Case resolution depends on the software vendor or third-party providers, as well as client requirements such as information availability. Response time refers to how quickly the help desk acknowledges the ticket. Resolution time refers to the total time required to resolve the issue from start to closure.

Conditions:

🔴 URGENT: Critical operational issues that must be resolved immediately (no more than 7 days). These prevent system operation or halt user activity. Ticket response time: within 24 hours.
Examples: user permissions/visibility, system access, overdue account payments, migrations to new versions or features.

🟡 HIGH: High-risk issues that must be addressed to prevent major problems. Ticket response time: 24–48 hours.
Examples: active automation flows, campaign delivery, reporting errors, system module errors, payment configuration, invoicing requests.

🔵 PRIORITY: Standard operational support cases that do not require immediate response but should be prioritized. Ticket response time: 48–72 hours.
Examples: database cleanup, filters, imports/exports, automation updates, additional configurations, system reviews, training, vendor-related inquiries, format customization.

🟢 NORMAL: Cases that can be handled within 5 business days from ticket submission.

LATE PAYMENT OR NON-PAYMENT:

Any overdue invoice will result in immediate service suspension, without claim from the Client, until payment is settled.

Delays caused by service interruption due to non-payment will be assumed by the Client.

If the Client is unable to meet the payment deadline, notice must be provided at least 48 hours in advance via email: contabilidad@mda.pe

The Contractor reserves the right to suspend services immediately in case of outstanding invoices.

APPROVAL OF DELIVERABLES OR REQUEST DELAYS:

Any communication or request from the Contractor requiring Client approval must be addressed within a maximum of 48 hours.

Failure to respond will result in the task being considered closed, and hours spent will be charged as “STOPPED WORK.”

In such cases, implementation guarantees are void, and any reactivation will consume remaining contract hours or be billed as an additional service.

The Contractor assumes no cost for reactivating stopped work; full responsibility lies with the Client.

CRM SOFTWARE SUPPORT:

Support includes configuration, analysis, and intervention at the platform level within the client’s environment.

It does not include custom development, database maintenance, or source code modifications.

Support is provided through the official portal:
https://mda.freshdesk.com/

Software support is ultimately provided by the software vendor under their own terms and policies. The Contractor is not responsible for vendor limitations or licensing conditions.

DATA PROCESSING:

Please review the applicable privacy and personal data protection policies related to the handling of information provided during the service.

The Contractor reserves the right to apply the following measures as applicable:

Payment terms and methods:

Within the first 5 days of the current month through our payment gateways: VISA, MASTERCARD, PAYPAL, and others indicated on our website or formal email communications. Amounts are expressed in U.S. dollars, excluding VAT. Software license fees are not included if required. Payments are non-refundable and non-transferable per legal entity or tax identification number (RUC/RUT/NIF/RUS).

COLOMBIA – BANK ACCOUNTS – NEGOCIOS COLECTIVOS SAS (Colombian Pesos)

BANCOLOMBIA
Savings Account: 65200002816

PAYU – Payment link (VISA, Mastercard, American Express, others upon request)

PAYPAL – Payment link: https://paypal.me/mdaperformance
User: @.mdaperformance

MEXICO – PERU – CHILE – BANK ACCOUNTS – NEGOCIOS COLECTIVOS SAC (USD or Peruvian Soles)

Negocios Colectivos SAC

INTERBANK
Soles: 2003004713689
Interbank Soles: 00320000300471368937
USD: 2003004713696
Interbank USD: 00320000300471369632

BBVA
Soles: 00110153010007927846
Interbank Soles: 01115300010007927846
USD: 00110153010007928649
Interbank USD: 01115300010007928649

BCP
Soles: 1942293147099
Interbank Soles: 00219400229314709995
USD: 1942254658131
Interbank USD: 00219400225465813199

BN (withholdings)
Soles: 00010050146

Service requirements:

FLEX PACKAGES: Contracted hours valid for 3 months to use services included in STANDARD PLANS. Subject to plan terms and conditions. Non-accumulative and non-transferable. No monthly contract required.

ACCELERATION PLANS AND ADD-ONS (CUSTOM): In addition to the official pricing and plan structure, CUSTOM PLANS apply depending on business complexity: multichannel sales (exports, distributors, wholesalers, ecommerce, projects, retail, offices, call centers, etc.), multiple product lines (SKU volume), or multi-territory coverage under one agreement.

NOT INCLUDED IN OUR SERVICES:

• In-person meetings, visits, or training

• Third-party software licenses or tools

• Custom software development or advanced integrations (low-code or full-code)

• Database administration (SQL, R, Python, etc.)

• Third-party Business Intelligence tools setup/management

• Lead generation or marketing content (unless under marketing contracts)

• Copywriting, photography, or video production (unless under marketing contracts)

• Graphic design or art direction (unless under marketing contracts)

• Database cleaning

INCLUDED IN CRM IMPLEMENTATION OR SUPPORT (Pipedrive / Clientify):

• System audit at user level and CRM pre-selection (solution-market fit)

• Required initial templates

• Data import/export within CRM

• CRM module configurations: chatbots, forms, Facebook Ads, Google Ads, LinkedIn Ads, WhatsApp, opportunities, quotes, workflows, fields, activities, contacts, companies, products, goals, automation, and others

• Email and calendar sync per user

• Security and access levels (based on licenses)

• Automated notifications and alerts

• Integrations via Zapier (no-code) with 5,000+ apps or native integrations (Asana, Trello, Slack, Shopify, WooCommerce, websites, Zoom, Teams, Google Workspace, etc.)

Scheduling and meetings:

Sessions are scheduled Monday to Friday, 9:00 AM to 5:00 PM (GMT -5: Lima, Quito, Mexico City, Bogotá).

Rescheduling or cancellations outside the scheduled week incur an additional fee equivalent to 1 hour (USD $50 + VAT).

Does not include in-person visits, travel expenses, or related costs.

Additional hours requested will be billed at USD $50 + VAT per hour or fraction.

Deliverables guarantee:

Deliverables are fully covered by ACELERA CRM, based entirely on information provided by the client.

Software compatibility is not guaranteed by ACELERA CRM, but all efforts are made to ensure proper implementation.

CRM SOFTWARE SUPPORT:

Support includes configuration, analysis, and intervention at the platform console level.

Does not include custom development, database maintenance, or source code modifications.

Support is provided via the official support portal:
https://soportecrm.freshdesk.com/

Software support is ultimately provided by the software vendor according to their own policies and licensing terms. The Contractor is not responsible for vendor policies or limitations.

DATA PROCESSING:

Please refer to the applicable privacy and data protection policies related to the handling of information provided during the service.