Terms of Service

These Terms of Service govern the use of RANCAQ as run and managed by PT Rofasys Mitra Prima ("we"). By signing up for or using RANCAQ, you agree to these Terms and to our Privacy Policy.

The Indonesian version of this document is the governing version; this English version is a translation.

Scope

RANCAQ is a service desk and asset registry for internal IT teams. It is available in two forms:

• The service we manage, including a trial you sign up for yourself. This document applies to this form.
• An installation you run yourself (self-host) on your own servers. This document does not apply to such installations; their use is governed by a separate written agreement, and the data in them is entirely under your control.

"Customer" means the company or organisation whose workspace is registered. "User" means anyone with an account in that workspace, including employees who report issues and the IT team that handles tickets.

Accounts and workspaces

• The person who registers a workspace confirms they are authorised to act on behalf of the customer and becomes the workspace's first admin.
• Registration details must be accurate. Every workspace must be activated through the link we send to the registrant's email address.
• Every user must keep their password confidential. Tell us immediately if you suspect someone else is using your account.
• Workspace admins are responsible for the users they add or invite, including the roles and access they grant.

Trial

• The trial is free for 30 days from workspace activation, with no credit card.
• During the trial, a workspace can have up to 5 agents (users who handle tickets) and up to 1 GB of attachments. The number of employees who report issues is not limited.
• When the trial ends, the workspace becomes read-only: data can still be viewed, but no new tickets or changes can be made.
• If not continued, all workspace data is permanently deleted 30 days after the trial ends. Deleted data cannot be recovered.
• We may extend a trial on request, at our discretion.

Paid continuation

Use after the trial is based on a separate written agreement between the customer and us, covering price, term, and service levels. Where that written agreement differs from this document, the written agreement prevails.

Prohibited use

You may not use RANCAQ to:

• break the laws of the Republic of Indonesia or infringe the rights of others;
• store or distribute unlawful content, including malware;
• send unsolicited bulk email, or use the email features to deceive recipients;
• attempt to access workspaces, accounts, or data that are not yours;
• test for security vulnerabilities, overload, or disrupt the service without our written permission;
• register workspaces in bulk or automatically, or circumvent trial limits;
• resell or rent out access to the service without a written agreement.

Suspension and termination

We may suspend or terminate access to a workspace or account that breaches these Terms, endangers the security of the service, or when required by a competent authority. Where possible and lawful, we notify the workspace admin and give the reason.

You may stop using RANCAQ at any time. To have a workspace deleted before its scheduled deletion, contact us at [email protected].

Your data

Data entered into a workspace — tickets, comments, attachments, asset data, and employee data — remains the customer's. We process it only to run the service, in line with the Privacy Policy, including its Data Processing Agreement section.

The customer is responsible for ensuring it is entitled to enter its employees' personal data into RANCAQ, in line with Law No. 27 of 2022 on Personal Data Protection.

Service availability

During the trial, the service is provided as is and as available. We work to keep the service running and its data safe, but we do not guarantee that it will always be available, uninterrupted, or error-free. Maintenance may interrupt the service temporarily.

For paid continuation, service levels are set in the written agreement.

Limitation of liability

To the extent permitted by law, we are not liable for indirect loss, loss of profit, or loss of business opportunity arising from the use of RANCAQ. During the free trial, our total liability for any claim is limited to the extent permitted by law.

This limitation does not apply to loss caused by our wilful misconduct or gross negligence, or to obligations that cannot be limited by law.

Intellectual property

RANCAQ, including its software, name, and logo, belongs to PT Rofasys Mitra Prima. These Terms do not transfer any rights in it to you, other than the right to use the service as set out here.

We may use feedback you send us to develop RANCAQ, without obligation to you.

Changes to this document

We may change these Terms. We announce significant changes by email to workspace admins or in the application at least 14 days before they take effect. The effective date at the top of this page always shows the latest version.

Governing law and disputes

These Terms are governed by the laws of the Republic of Indonesia. Disputes are first settled by deliberation within 30 days of one party notifying the other in writing. If deliberation does not succeed, disputes are settled through the East Jakarta District Court (Pengadilan Negeri Jakarta Timur).

Contact

PT Rofasys Mitra Prima
Gedung Graha MIR Lantai 6 Zona A1, Jl. Pemuda No. 9, Jakarta Timur, DKI Jakarta, Indonesia
Email: [email protected]