Terms and conditions

1. About Bluesquare

1.1 Legal identity

Bluesquare SA (VAT: BE0501535431) is a company incorporated under Belgian law, headquartered at Hive5, Rue des Francs 79, 1040 Brussels, Belgium.
It designs, deploys, and maintains digital solutions and data infrastructures supporting health and development programmes worldwide.

1.2 Products and services

Bluesquare offers a portfolio of software, hosting, and professional services, including but not limited to:

• IASO – a data collection and geospatial data management platform;
  
• OpenHEXA – a data processing and integration platform;
  
• DHIS2 Hosting – secure cloud hosting and maintenance for DHIS2 instances;
  
• On-Premise Hosting – installation and maintenance of Bluesquare solutions on customer-owned infrastructure;
  
• Service Packs – pre-paid expert support, configuration, integration, and training services.
  

Each product is described in the Bluesquare Products Catalogue, which defines its plans, limits, and conditions of use.
By purchasing or subscribing to a Bluesquare product, the Customer accepts these Terms and the applicable product conditions.

1.3 Open-source position

Bluesquare develops and contributes to several open-source projects, including IASO and OpenHEXA.
While these tools are released under their respective open-source licences, Bluesquare provides commercial hosting, maintenance, and integration services for them.
Subscriptions grant access to Bluesquare-managed environments and related services but do not confer ownership or exclusive rights over the underlying software code.

1.4 Role and data responsibility

Bluesquare acts as:

• Software publisher and service provider for its own tools;
  
• Technical operator and data processor for hosted environments;
  
• Integrator and consultant for implementation, configuration, or training.
  

Bluesquare enables its Customers to meet legal and regulatory obligations, including data protection requirements, through secure technical environments and good-practice guidance.
However, the Customer remains the data controller and bears full responsibility for ensuring that any data processed through Bluesquare systems is collected and used lawfully.

1.5 Service delivery principles

Bluesquare performs its services with due skill, care, and diligence consistent with professional standards.
It does not guarantee uninterrupted or error-free operation of its software or hosting environments but undertakes to use reasonable efforts to resolve incidents within its control.

1.6 Limitation of liability

To the fullest extent permitted by law:

• Bluesquare shall not be liable for indirect, incidental, or consequential damages, including loss of profit, revenue, data, or business opportunity.
  
• Bluesquare’s total aggregate liability for any claim shall not exceed the total fees paid by the Customer for the relevant service during the twelve (12) months preceding the event giving rise to the claim.
  
• This limitation applies even if any contractual remedy fails of its essential purpose.
  

1.7 Third-party dependencies

Certain Bluesquare services rely on open-source components, third-party systems, or cloud providers.
Bluesquare cannot be held liable for failures, security incidents, or unavailability caused by those external systems or integrations not operated by Bluesquare.

1.8 Service evolution

Bluesquare may improve, modify, or discontinue parts of its services at any time, provided that equivalent functionality remains available to active Customers for the duration of their paid term.
Pricing and plan features may evolve over time, as defined in the Products Catalogue.

1.9 Acceptance of Terms

By subscribing to or using any Bluesquare product or service, the Customer acknowledges and agrees to these Terms and Conditions, including the service-specific clauses that follow.

1.10 Definitions

For the purpose of these Terms and Conditions:

• Agreement – these Terms and Conditions, together with the Bluesquare Products Catalogue and any applicable annexes or order forms.
  
• Bluesquare – Bluesquare SPRL (VAT BE0501535431), acting as software publisher, hosting provider, and service integrator.
  
• Customer (or you) – any natural or legal person who subscribes to, purchases, or uses a Bluesquare product or service.
  
• Products / Services – collectively, the software, hosting, and professional services provided by Bluesquare, including IASO, OpenHEXA, DHIS2 Hosting, On-Premise Hosting, and Service Packs.
  
• Product Catalogue – the official Bluesquare document describing products, plans, and pricing, as updated from time to time.
  
• Subscription – the paid access to a hosted Bluesquare product or hosting service, limited to the selected plan and duration.
  
• Service Pack – a prepaid package of consulting hours for additional services such as configuration, data integration, dashboards, or training.
  
• Helpdesk – the support channel provided by Bluesquare for handling incidents, bugs, or usage questions according to the Customer’s plan or Service Pack.
  
• Incident – any malfunction or interruption preventing normal use of the service.
  
• Onboarding – the introductory assistance included with some plans, covering key functionalities, account setup, and basic configuration.
  
• Customer Data – all information, files, or content uploaded, processed, or managed by the Customer through Bluesquare products or infrastructure.
  
• Data Controller – the Customer, who determines the purposes and means of processing Customer Data.
  
• Data Processor – Bluesquare, when acting under the Customer’s instructions to host, process, or manage data on its behalf.
  
• Business Day – any weekday other than Saturday, Sunday, or an official Belgian public holiday.
  
• Force Majeure – any event beyond a party’s reasonable control, including natural disasters, strikes, government actions, or failures of third-party providers.

IASO – Terms and Conditions

Effective date: [Insert date]
Provider: Bluesquare SPRL (VAT: BE0501535431)
Headquarters: Hive5, Rue des Francs 79, 1040 Brussels, Belgium
Contact: hello@bluesquarehub.com · www.bluesquarehub.com

1. Acceptance of Terms

By subscribing to an IASO plan, the Customer (“you”) acknowledges having read, understood, and agreed to these Terms and Conditions (“Terms”).
These Terms govern your access to and use of IASO, hosted by Bluesquare. They apply in addition to the Bluesquare Products Catalogue, which defines the limits and features of each subscription plan.
Subscribing to IASO constitutes full acceptance of these Terms.

2. Description of the Service

IASO is provided as a Software-as-a-Service (SaaS) hosted and maintained by Bluesquare. IASO is an open-source software distributed under its respective license. Bluesquare provides hosting, maintenance, and support services for IASO instances hosted on Bluesquare-managed infrastructure.

Each subscription plan (Free, Starter, Growth, Scale, Enterprise) specifies:

• Monthly submission and storage limits
  
• Included onboarding hours
  
• Built-in Helpdesk support hours
  
• Access to the Odoo Helpdesk portal
  

Plan details are defined in the Bluesquare Products Catalogue and may be updated by Bluesquare at any time.

3. Pricing and Payment

3.1 Pricing evolution

Bluesquare reserves the right to modify IASO pricing or plan features at any time. Updated prices apply from the next renewal date. The Customer acknowledges that they cannot contest or claim compensation for such changes.

3.2 Taxes and currency

All prices are expressed in euros (EUR) and are exclusive of VAT and applicable taxes. Any bank charges, currency conversion fees, or international transfer costs are the Customer’s responsibility.

3.3 Payment terms

Subscriptions are payable upfront for the selected duration (monthly or annual). Invoices must be settled within 30 days of issue.

3.4 Suspension for non-payment

If an invoice remains unpaid more than 30 days after the due date, Bluesquare may suspend access to IASO until full payment is received.
If payment remains outstanding after 60 days, Bluesquare may terminate the subscription and delete hosted data after a further 30-day grace period.

3.5 Non-refundable

All payments are final. No refund is due for early termination, suspension, or non-use of the platform.

4. Subscription Term and Termination

4.1 Duration and renewal

Each subscription remains valid until the end of the paid period. Unless stated otherwise in writing, subscriptions renew automatically for successive periods of the same duration.

4.2 Early termination

Early termination by the Customer before the expiry of the paid period is not permitted.

4.3 Termination by Bluesquare

Bluesquare may suspend or terminate access if:

• The Customer fails to make payment within 30 days,
  
• The Customer breaches these Terms,
  
• The Customer’s use endangers system performance or security.
  

4.4 Data retrieval

Upon termination, the Customer may request a full data export within 30 days. Data will be provided in a standard export format (e.g., CSV, GeoJSON). After this period, Bluesquare may permanently delete the data.

4.5 Data deletion and anonymization

Following termination, Bluesquare ensures the removal or anonymization of Customer data from all backups and system logs within 60 days, except where legal obligations require longer retention.

5. Support and Helpdesk

5.1 Access

Helpdesk is provided through the official Odoo Helpdesk portal or via a dedicated support email address. Customers are expected to consult the documentation, chatbot, and FAQs before submitting a ticket.

5.2 Scope of Helpdesk

Helpdesk covers:

• Confirmed software bugs that prevent normal IASO usage.
  
• Clarification or troubleshooting of standard functionalities when not resolved via documentation.
  
• Access or synchronization issues affecting basic system use.
  

5.3 Response times

Helpdesk operates during business hours on GMT+1/GMT+0 time zones, Monday to Friday, excluding public holidays.

• Blocking issues (system down): initial response within ½ business day.
  
• Non-blocking issues: response within 2 business days.
  

Resolution times depend on issue complexity; Bluesquare commits to best-effort resolution and transparent communication.

5.4 Outside Helpdesk scope – Service Packs

The following are not covered under Helpdesk and require a Service Pack:

• New form creation or workflow setup
  
• Dashboard and data visualization design
  
• Geographic data imports or validation
  
• Custom system configuration or integration (DHIS2, OpenHEXA, CommCare, etc.)
  
• Advanced analytics, microplanning, or data cleaning
  
• Feature development or enhancement
  
• Training beyond included onboarding hours
  

Service Pack details (Starter, Growth, Scale, Expert) are available in the Product Catalogue.

6. Onboarding

Each paid plan includes a defined number of onboarding hours.
Onboarding refers to a general introduction to IASO, including:

• An overview of key functionalities and navigation,
  
• Guidance on user roles and project setup,
  
• Basic advice on form configuration and data submission.
  

Onboarding does not include custom configuration, data import, integration, or training beyond the allocated hours. Such services require a Service Pack.

7. Infrastructure, Monitoring, and Security

7.1 Hosting infrastructure

IASO instances are hosted on secure cloud environments (e.g., AWS). Bluesquare ensures:

• Encryption of data at rest and in transit,
  
• Continuous monitoring via internal tools,
  
• Regular operating system and security updates.
  

7.2 Monitoring and incident management

Instances are actively monitored for availability and performance. In case of outages, Bluesquare applies a Best Effort SLA:

• Target uptime of 99%, excluding planned maintenance, force majeure, or third-party disruptions.
  
• Notifications and corrective actions are managed through the Helpdesk.
  

7.3 Backup and disaster recovery

Daily automated backups of the database and application layers are performed. Backups are retained for a minimum of 7 days. In case of data loss due to technical failure, Bluesquare will make best efforts to restore from the most recent available backup.

7.4 Security and access

Access to hosting environments is restricted to authorized personnel. Network and firewall protections are maintained in line with industry standards.

8. Customer Responsibilities

The Customer agrees to:

• Maintain user account and access control internally.
  
• Use the system responsibly and within plan limits.
  
• Avoid uploading unlawful or malicious content.
  
• Refrain from running external scripts or services without prior Bluesquare consent.
  

9. Data Ownership, Confidentiality, and Data Protection

9.1 Ownership

The Customer retains full ownership and control of all data hosted on their IASO instance. Bluesquare acts as a data processor, providing the hosting infrastructure and related technical services under the Customer’s instructions.

9.2 Data protection

Bluesquare implements appropriate technical and organizational measures to ensure the security and integrity of hosted data and to support Customers in meeting their own data protection obligations under applicable laws, including the EU General Data Protection Regulation (GDPR).

However, the Customer remains solely responsible for ensuring that data collection, processing, and use within IASO comply with data protection regulations. Bluesquare cannot be held liable for any misuse, unlawful processing, or mismanagement of data by the Customer or its users.

9.3 Confidentiality

Bluesquare ensures that only authorized personnel may access hosted data for maintenance and support purposes and that such personnel are bound by confidentiality obligations. Both parties agree to maintain the confidentiality of all non-public information exchanged in the course of service delivery.

9.4 Privacy policy

Bluesquare’s Privacy Policy, available on its website, describes the measures in place to secure hosted environments and manage data responsibly.

10. Service Availability and Best Effort SLA

IASO is provided under a Best Effort Service Level Agreement (SLA).
Bluesquare strives to maintain service availability exceeding 99%, using commercially reasonable measures. However, Bluesquare cannot guarantee uninterrupted service or specific resolution times.
Scheduled maintenance and version upgrades will be communicated in advance.

11. Force Majeure

Bluesquare shall not be held liable for delays or failure to perform its obligations due to causes beyond its reasonable control, including but not limited to natural disasters, acts of government, strikes, internet outages, or failures of third-party service providers.

12. Limitation of Liability

Bluesquare shall not be liable for:

• Indirect or consequential damages (loss of revenue, profit, or data),
  
• Service interruption caused by customer misuse, third-party systems, or force majeure,
  
• Custom modifications performed without Bluesquare approval.
  

In any case, Bluesquare’s aggregate liability shall not exceed the total amount paid by the Customer during the previous 12 months.

13. Amendments

Bluesquare may amend these Terms at any time. Updated versions will be published on the IASO website. Continued use of IASO constitutes acceptance of the new Terms.

14. Governing Law and Jurisdiction

These Terms are governed by Belgian law. Any disputes arising from this agreement shall fall under the jurisdiction of the courts of Brussels, Belgium.

15. Governing Language

In the event of translation of these Terms, the English version shall prevail.

Appendix – Service Level Overview (SLA)

By subscribing to IASO, the Customer acknowledges and agrees to these Terms and Conditions and the associated Service Level Overview.

OpenHEXA – Terms and Conditions

Effective date: [Insert date]
Provider: Bluesquare SPRL (VAT: BE0501535431)
Headquarters: Hive5, Rue des Francs 79, 1040 Brussels, Belgium
Contact: hello@bluesquarehub.com · www.bluesquarehub.com

1. Acceptance of Terms

By subscribing to an OpenHEXA plan, the Customer (“you”) acknowledges having read, understood, and agreed to these Terms and Conditions (“Terms”).

These Terms govern your access to and use of OpenHEXA, hosted by Bluesquare. They apply in addition to the Bluesquare Products Catalogue, which defines the limits and features of each subscription plan.

Subscribing to OpenHEXA constitutes full acceptance of these Terms.

2. Description of the Service

OpenHEXA is provided as a Software-as-a-Service (SaaS) hosted and maintained by Bluesquare.
OpenHEXA is an open-source software distributed under its respective license. Bluesquare provides hosting, maintenance, and support services for OpenHEXA instances deployed on Bluesquare-managed infrastructure.

Each subscription plan (Free, Starter, Growth, Scale, Enterprise) specifies:

• Storage and data processing limits
  
• Included onboarding hours
  
• Built-in Helpdesk support hours
  
• Access to the Odoo Helpdesk portal
  

Plan details are defined in the Bluesquare Products Catalogue and may be updated by Bluesquare at any time.

3. Pricing and Payment

3.1 Pricing evolution

Bluesquare reserves the right to modify OpenHEXA pricing or plan features at any time. Updated prices apply from the next renewal date. The Customer acknowledges that they cannot contest or claim compensation for such changes.

3.2 Taxes and currency

All prices are expressed in euros (EUR) and are exclusive of VAT and applicable taxes.
Any bank charges, currency conversion fees, or international transfer costs are the Customer’s responsibility.

3.3 Payment terms

Subscriptions are payable upfront for the selected duration (monthly or annual).
Invoices must be settled within 30 days of issue.

3.4 Suspension for non-payment

If an invoice remains unpaid more than 30 days after the due date, Bluesquare may suspend access to OpenHEXA until full payment is received.
If payment remains outstanding after 60 days, Bluesquare may terminate the subscription and delete hosted data after a further 30-day grace period.

3.5 Non-refundable

All payments are final. No refund is due for early termination, suspension, or non-use of the platform.

4. Subscription Term and Termination

4.1 Duration and renewal

Each subscription remains valid until the end of the paid period. Unless stated otherwise in writing, subscriptions renew automatically for successive periods of the same duration.

4.2 Early termination

Early termination by the Customer before the expiry of the paid period is not permitted.

4.3 Termination by Bluesquare

Bluesquare may suspend or terminate access if:

• The Customer fails to make payment within 30 days,
  
• The Customer breaches these Terms, or
  
• The Customer’s use endangers system performance or security.
  

4.4 Data retrieval

Upon termination, the Customer may request a full data export within 30 days.
Data will be provided in a standard export format (e.g., CSV, JSON, or Parquet).
After this period, Bluesquare may permanently delete the data.

4.5 Data deletion and anonymization

Following termination, Bluesquare ensures the removal or anonymization of Customer data from all backups and system logs within 60 days, except where legal obligations require longer retention.

5. Support and Helpdesk

5.1 Access

Helpdesk is provided through the official Odoo Helpdesk portal or via a dedicated support email address.
Customers are expected to consult the documentation, chatbot, and FAQs before submitting a ticket.

5.2 Scope of Helpdesk

Helpdesk covers:

• Confirmed software bugs preventing normal OpenHEXA usage.
  
• Clarification or troubleshooting of standard functionalities not resolved via documentation.
  
• Access or synchronization issues affecting normal system use.
  

5.3 Response times

Helpdesk operates during business hours on GMT+1/GMT+0 time zones, Monday to Friday, excluding public holidays.

• Blocking issues (system down): initial response within ½ business day.
  
• Non-blocking issues: response within 2 business days.
  

Resolution times depend on complexity; Bluesquare commits to best-effort resolution and transparent communication.

5.4 Outside Helpdesk scope – Service Packs

The following are not covered under Helpdesk and require a Service Pack:

• Creating or configuring new pipelines.
  
• Setting up or customizing automated workflows.
  
• Creating or managing workspaces or environments.
  
• Designing or adapting data integrations between systems (e.g., linking OpenHEXA to IASO, DHIS2, or CommCare).
  
• Complex data transformations or custom scripting.
  
• Feature development or enhancement requests.
  
• Training beyond the included onboarding hours.
  

Service Pack details (Starter, Growth, Scale, Expert) are available in the Product Catalogue.

6. Onboarding

Each paid plan includes a defined number of onboarding hours.

Onboarding refers to a general introduction to OpenHEXA, including:

• Overview of the interface and key functionalities;
  
• Guidance on creating projects and managing users;
  
• Basic advice on importing datasets and running prebuilt pipelines.
  

Onboarding does not include advanced configuration, data pipeline creation, or integration with external systems. These require a Service Pack.

7. Infrastructure, Monitoring, and Security

7.1 Hosting infrastructure

OpenHEXA instances are hosted on secure cloud environments (e.g., AWS). Bluesquare ensures:

• Encryption of data at rest and in transit;
  
• Continuous system monitoring;
  
• Regular operating system and security updates.
  

7.2 Monitoring and incident management

Instances are actively monitored for availability and performance.
In case of outages, Bluesquare applies a Best Effort SLA:

• Target uptime of 99%, excluding planned maintenance, force majeure, or third-party disruptions.
  Notifications and corrective actions are managed through the Helpdesk.
  

7.3 Backup and disaster recovery

Daily automated backups of the database and processing environments are performed.
Backups are retained for a minimum of 7 days.
In case of data loss due to technical failure, Bluesquare will make best efforts to restore the most recent available backup.

7.4 Security and access

Access to hosting environments is restricted to authorized personnel.
Network and firewall protections are maintained in line with industry standards.

8. Customer Responsibilities

The Customer agrees to:

• Maintain user account control and internal access management.
  
• Use the system responsibly and within plan limits.
  
• Avoid uploading unlawful, malicious, or personal data unless explicitly permitted.
  
• Refrain from deploying external services or code on OpenHEXA without prior Bluesquare consent.
  

9. Data Ownership, Confidentiality, and Data Protection

9.1 Ownership

The Customer retains full ownership and control of all data processed or stored within their OpenHEXA instance.
Bluesquare acts as a data processor, providing the hosting and infrastructure under the Customer’s instructions.

9.2 Data protection

Bluesquare implements technical and organizational measures to ensure security and integrity of hosted data and to support the Customer in meeting data protection obligations under applicable laws, including the EU General Data Protection Regulation (GDPR).

The Customer remains solely responsible for ensuring that data processing within OpenHEXA complies with applicable regulations.
Bluesquare cannot be held liable for any misuse, unlawful processing, or data mismanagement by the Customer or its users.

9.3 Confidentiality

Only authorized Bluesquare personnel may access hosted data for maintenance or support.
Both parties agree to maintain the confidentiality of non-public information exchanged during service delivery.

9.4 Privacy policy

Bluesquare’s Privacy Policy, available on its website, describes the measures in place to secure hosted environments and manage Customer data responsibly.

10. Service Availability and Best Effort SLA

OpenHEXA is provided under a Best Effort Service Level Agreement (SLA).
Bluesquare strives to maintain service availability exceeding 99%, using commercially reasonable measures.
Scheduled maintenance and version upgrades will be communicated in advance.

11. Force Majeure

Bluesquare shall not be held liable for delays or failures caused by events beyond its reasonable control, including natural disasters, government actions, strikes, or failures of third-party providers.

12. Limitation of Liability

Bluesquare shall not be liable for:

• Indirect or consequential damages (loss of data, revenue, or profit);
  
• Service interruption caused by customer misuse, third-party systems, or force majeure;
  
• Custom modifications performed without Bluesquare approval.
  

In any case, Bluesquare’s aggregate liability shall not exceed the total amount paid by the Customer during the preceding 12 months.

13. Amendments

Bluesquare may amend these Terms at any time.
Updated versions will be published on the OpenHEXA website.
Continued use of OpenHEXA constitutes acceptance of the new Terms.

14. Governing Law and Jurisdiction

These Terms are governed by Belgian law.
Any disputes shall fall under the jurisdiction of the courts of Brussels, Belgium.

15. Governing Language

In the event of translation of these Terms, the English version shall prevail.

Appendix – Service Level Overview (SLA)

By subscribing to OpenHEXA, the Customer acknowledges and agrees to these Terms and Conditions and the associated Service Level Overview.

DHIS2 Hosting – Terms and Conditions

Effective date: [Insert date]
Provider: Bluesquare SPRL (VAT: BE0501535431)
Headquarters: Hive5, Rue des Francs 79, 1040 Brussels, Belgium
Contact: hello@bluesquarehub.com · www.bluesquarehub.com

1. Acceptance of Terms

By subscribing to a DHIS2 hosting plan, the Customer (“you”) acknowledges having read, understood, and agreed to these Terms and Conditions (“Terms”).
These Terms govern your access to and use of Bluesquare’s DHIS2 hosting services. They apply in addition to the Bluesquare Products Catalogue, which defines the limits and pricing of each hosting plan.
Subscribing to a DHIS2 hosting plan constitutes full acceptance of these Terms.

2. Description of the Service

Bluesquare provides secure cloud hosting services for DHIS2 instances on Bluesquare-managed infrastructure.

Each hosting plan (Small, Medium, Large, Extra-Large, Enterprise) specifies:

• Server and database configurations (CPU, RAM, storage)
  
• Hosting for a production and/or test instance
  
• System monitoring and security updates
  
• Daily backups and data restoration options
  

Hosting plans cover the infrastructure and its maintenance only. Configuration, customization, or user support are not included in the hosting plan and must be purchased through a Service Pack.

3. Pricing and Payment

3.1 Pricing evolution

Bluesquare reserves the right to modify hosting pricing or plan features at any time. Updated prices apply from the next renewal date. The Customer acknowledges that they cannot contest or claim compensation for such changes.

3.2 Taxes and currency

All prices are expressed in euros (EUR) and are exclusive of VAT and applicable taxes. Any bank charges, currency conversion fees, or international transfer costs are the Customer’s responsibility.

3.3 Payment terms

Subscriptions are payable upfront for the selected duration (monthly or annual). Invoices must be settled within 30 days of issue.

3.4 Suspension for non-payment

If an invoice remains unpaid more than 30 days after the due date, Bluesquare may suspend access to hosted DHIS2 instances until full payment is received.
If payment remains outstanding after 60 days, Bluesquare may terminate the hosting and delete hosted data after a further 30-day grace period.

3.5 Non-refundable

All payments are final. No refund is due for early termination, suspension, or non-use of the hosting service.

4. Subscription Term and Termination

4.1 Duration and renewal

Each hosting subscription remains valid until the end of the paid period. Unless stated otherwise in writing, subscriptions renew automatically for successive periods of the same duration.

4.2 Early termination

Early termination by the Customer before the expiry of the paid period is not permitted.

4.3 Termination by Bluesquare

Bluesquare may suspend or terminate access if:

• The Customer fails to make payment within 30 days,
  
• The Customer breaches these Terms,
  
• The Customer’s use endangers system performance or security.
  

4.4 Data retrieval

Upon termination, the Customer may request a full data export within 30 days. Data will be provided in a standard export format (e.g., database dump or SQL export). After this period, Bluesquare may permanently delete the data.

4.5 Data deletion and anonymization

Following termination, Bluesquare ensures the removal or anonymization of Customer data from all backups and system logs within 60 days, except where legal obligations require longer retention.

5. Support and Helpdesk

5.1 Scope of Hosting

DHIS2 hosting covers the technical infrastructure only. It includes:

• Cloud servers for the application and database layers
  
• Operating system maintenance and security patching
  
• Domain name and SSL certificate management
  
• Monitoring of server availability and performance
  
• Daily backups of the database and application data
  

5.2 What’s not included (Service Packs)

The following services are not included in DHIS2 hosting and require a Service Pack:

• DHIS2 configuration, data model design, or metadata setup
  
• Custom dashboards, indicators, or analytics configuration
  
• User management or training
  
• Data import, cleaning, or integration with other systems
  
• DHIS2 upgrades beyond the regular security patches
  
• Troubleshooting or bug fixing within the DHIS2 application itself
  

Service Packs (Starter, Growth, Scale, Expert) can be purchased for implementation, support, or advanced configuration, as described in the Product Catalogue.

5.3 Helpdesk access

Support for hosting-related issues is provided through the Odoo Helpdesk portal or by email.
Helpdesk coverage applies to infrastructure-level issues only, such as server downtime or connectivity problems.

5.4 Response times

Helpdesk operates during business hours on GMT+1/GMT+0 time zones, Monday to Friday, excluding public holidays.

• Blocking issues (system down): initial response within ½ business day.
  
• Non-blocking issues: response within 2 business days.
  

Resolution times depend on issue complexity; Bluesquare commits to best-effort resolution and transparent communication.

6. Infrastructure, Monitoring, and Security

6.1 Hosting infrastructure

DHIS2 hosting is performed on secure, high-availability cloud environments (e.g., AWS). Each customer receives dedicated resources for their database and application servers.

6.2 Monitoring and incident management

Instances are continuously monitored for availability and performance. In case of incident, Bluesquare applies a Best Effort SLA:

• Target uptime of 99%, excluding planned maintenance, force majeure, or third-party disruptions.
  
• Proactive alerts and incident follow-up are handled through internal monitoring tools and the Helpdesk.
  

6.3 Backup and disaster recovery

Daily backups of the DHIS2 database and application are performed automatically. Backups are retained for a minimum of 7 days and stored securely.
In the event of data loss or corruption, Bluesquare will make best efforts to restore from the most recent available backup.

6.4 Security and access

All hosting environments are protected by encryption, restricted access, and AWS security groups. Bluesquare applies regular operating system updates and patch management.

7. Customer Responsibilities

The Customer agrees to:

• Use the DHIS2 hosting service in accordance with Bluesquare’s guidelines,
  
• Avoid unauthorized access or activities that compromise security,
  
• Not modify system-level configurations or run external scripts without approval,
  
• Manage DHIS2 users, roles, and content internally,
  
• Ensure compliance with applicable data protection and privacy laws.
  

9. Data Ownership, Confidentiality, and Data Protection

9.1 Ownership

The Customer retains full ownership and control of all data hosted on their DHIS2 instance. Bluesquare acts as a data processor, providing the hosting infrastructure and related technical services under the Customer’s instructions.

9.2 Data protection

Bluesquare implements appropriate technical and organizational measures to ensure the security and integrity of hosted data and to support Customers in meeting their own data protection obligations under applicable laws, including the EU General Data Protection Regulation (GDPR).

However, the Customer remains solely responsible for ensuring that data collection, processing, and use within DHIS2 comply with data protection regulations. Bluesquare cannot be held liable for any misuse, unlawful processing, or mismanagement of data by the Customer or its users.

9.3 Confidentiality

Bluesquare ensures that only authorized personnel may access hosted data for maintenance and support purposes and that such personnel are bound by confidentiality obligations. Both parties agree to maintain the confidentiality of all non-public information exchanged in the course of service delivery.

9.4 Privacy policy

Bluesquare’s Privacy Policy, available on its website, describes the measures in place to secure hosted environments and manage data responsibly.

9. Service Availability and Best Effort SLA

Bluesquare provides DHIS2 hosting under a Best Effort Service Level Agreement (SLA).
While Bluesquare strives to maintain availability exceeding 99%, continuous uptime cannot be guaranteed.
Planned maintenance, updates, and version upgrades will be communicated in advance.

10. Force Majeure

Bluesquare shall not be held liable for any delay or failure to perform resulting from causes beyond its reasonable control, including but not limited to natural disasters, acts of government, strikes, internet outages, or failures of third-party providers.

11. Limitation of Liability

Bluesquare shall not be liable for:

• Indirect or consequential damages (loss of revenue, profit, or data),
  
• Service interruption caused by customer misuse, third-party systems, or force majeure,
  
• Application-level configuration errors or unsupported modifications.
  

In any case, Bluesquare’s aggregate liability shall not exceed the total amount paid by the Customer during the previous 12 months.

12. Amendments

Bluesquare may amend these Terms at any time. Updated versions will be published on the Bluesquare website. Continued use of DHIS2 hosting constitutes acceptance of the new Terms.

13. Governing Law and Jurisdiction

These Terms are governed by Belgian law. Any disputes arising from this agreement shall fall under the jurisdiction of the courts of Brussels, Belgium.

14. Governing Language

In the event of translation of these Terms, the English version shall prevail.

Appendix – Service Level Overview (SLA)

By subscribing to a DHIS2 hosting plan, the Customer acknowledges and agrees to these Terms and Conditions and the associated Service Level Overview.

On-Premise Hosting – Terms and Conditions

Effective date: [Insert date]
Provider: Bluesquare SPRL (VAT: BE0501535431)
Headquarters: Hive5, Rue des Francs 79, 1040 Brussels, Belgium
Contact: hello@bluesquarehub.com · www.bluesquarehub.com

1. Acceptance of Terms

By purchasing an on-premise hosting setup or maintenance plan, the Customer (“you”) acknowledges having read, understood, and agreed to these Terms and Conditions (“Terms”).
These Terms govern the provision by Bluesquare of software setup, update, and maintenance services for Bluesquare products installed on the Customer’s own infrastructure.
They apply in addition to the Bluesquare Products Catalogue, which defines the available setup and maintenance options and associated fees.

Purchasing an on-premise package constitutes full acceptance of these Terms.

2. Description of the Service

Bluesquare provides on-premise hosting services for its open-source software solutions (IASO, OpenHEXA, DHIS2, or other Bluesquare products) installed on the Customer’s infrastructure.

The service may include:

• Initial setup and installation of the software (remote or on-site);
  
• Optional annual maintenance plan covering updates, backups, and monitoring (as defined in the chosen plan);
  
• Technical support through purchased Service Packs.
  

Each setup and maintenance plan’s conditions are defined in the Bluesquare Products Catalogue and may evolve over time.

Bluesquare acts as a software service provider and not as an infrastructure manager. The Customer retains full ownership and operational responsibility for the hosting environment.

3. Pricing and Payment

3.1 Setup fee and maintenance plan

The Customer pays a one-time setup fee (Online or On-Site Setup) for the initial installation.
An optional annual maintenance plan (Pro or Enterprise) may be subscribed to for ongoing support and updates.

3.2 Pricing evolution

Bluesquare reserves the right to modify the pricing and scope of its on-premise packages at any time. Updated prices apply from the next renewal date.

3.3 Taxes and currency

All prices are expressed in euros (EUR) and are exclusive of VAT and applicable taxes.
Any bank charges, currency conversion fees, or international transfer costs are borne by the Customer.

3.4 Payment terms

Invoices are payable upfront upon order or renewal and must be settled within 30 days of issue.

3.5 Non-refundable

All payments are final. No refund is due for early termination, suspension, or non-use of the services.

4. Setup and Maintenance Scope

4.1 Setup

The setup service includes:

• Installation and configuration of one Bluesquare software solution on the Customer’s server (either remotely or on-site);
  
• Basic training and documentation for local administrators;
  
• Validation of correct system operation upon completion.
  

The setup does not include:

• Ongoing server or operating system management;
  
• User training beyond the initial session;
  
• Data migration;
  
• Hardware or network troubleshooting;
  
• Custom development or configuration beyond standard installation.
  

4.2 Maintenance plan

The optional maintenance plan covers:

• Software and database updates provided by Bluesquare;
  
• Daily backups of databases (to Cloud or secondary server, depending on plan);
  
• Remote monitoring and alerting when connectivity allows;
  
• Support for issues directly linked to Bluesquare’s intervention or updates.
  

The maintenance plan does not cover:

• Hardware failures, disk issues, power supply, or internet connectivity;
  
• Security incidents or viruses originating from the Customer’s environment;
  
• Problems arising from unauthorized modifications or interventions by third parties;
  
• Failures due to limited server resources or inadequate monitoring;
  
• Physical access requirements or on-site repairs.
  

4.3 Customer responsibilities

The Customer remains solely responsible for:

• Providing and maintaining compatible infrastructure (CPU, RAM, storage, network, OS);
  
• Managing user access, security policies, and system permissions;
  
• Ensuring reliable internet connectivity and stable power supply;
  
• Implementing or validating a complete and frequent backup policy;
  
• Monitoring the health of the infrastructure (disk usage, temperature, CPU, memory, etc.);
  
• Replacing defective hardware or expanding capacity when required;
  
• Ensuring compliance with applicable data protection regulations.
  

Bluesquare cannot guarantee service continuity if these conditions are not met.

5. Remote Access Requirement

To perform setup and maintenance duties correctly, Bluesquare requires remote access to the environment via Portainer, SSH, or an equivalent secure channel.
The Customer commits to providing and maintaining this minimal access throughout the contract period.

Without such access, Bluesquare cannot perform updates, monitoring, or troubleshooting.
Service unavailability due to lack of access shall not be considered Bluesquare’s responsibility.

6. Operational Limitations

Given the diversity of local hosting environments, Bluesquare cannot guarantee:

• Continuous availability or identical performance to cloud-hosted solutions;
  
• The ability to diagnose or repair hardware-level or network-related issues;
  
• Full compatibility after operating system or infrastructure changes made by the Customer.
  

Bluesquare provides its expertise on software setup and good practices (“we help”) but the Customer remains in charge of the hosting infrastructure (“you own it”).

Where possible, Bluesquare will apply cautious procedures—such as pre-update backups or validation steps—but cannot be held liable for unavailability or data loss caused by local conditions.

7. Service Packs

Service Packs may be purchased separately for:

• Advanced configuration or dashboard customization;
  
• Data migration, import, or cleaning;
  
• System analysis or performance review;
  
• Integration with external tools or automation pipelines;
  
• User training or extended capacity building.
  

These services are not included in the standard maintenance plan.

8. Data Protection and Confidentiality

8.1 Data ownership and responsibility

All data hosted on the Customer’s infrastructure remain under the sole ownership and responsibility of the Customer.
The Customer acts as the data controller and is responsible for compliance with applicable data protection and privacy regulations, including the EU General Data Protection Regulation (GDPR) where relevant.
Bluesquare acts solely as a technical service provider and does not host, store, or control Customer data.

8.2 Limited data access

During setup, maintenance, or troubleshooting, Bluesquare personnel may temporarily access Customer data when necessary to perform the contracted tasks.
Such access will occur only under the Customer’s explicit authorization and is treated as strictly confidential.

8.3 No responsibility for compliance

Bluesquare provides the technical framework and advice necessary for secure installation and maintenance but cannot be held responsible for the Customer’s internal data protection practices, access management, or regulatory compliance.

8.4 Data handling

Bluesquare does not make copies of or transfer Customer data outside of the Customer’s environment, unless expressly requested for support or backup purposes.

9. Liability Limitations

Bluesquare’s responsibility is limited to actions performed directly by its staff or authorized partners within the scope of the contracted setup or maintenance plan.
Bluesquare shall not be liable for:

• Hardware, network, or connectivity failures;
  
• Data loss or corruption caused by hardware issues or Customer actions;
  
• Software malfunction due to third-party modifications or incompatible updates;
  
• Any incident resulting from insufficient system resources or environmental conditions.
  

In any case, Bluesquare’s aggregate liability shall not exceed the total amount paid by the Customer for the relevant setup or maintenance service during the preceding twelve (12) months.

10. Force Majeure

Bluesquare shall not be held liable for delays or failures to perform caused by circumstances beyond its reasonable control, including natural disasters, acts of government, strikes, internet outages, or third-party service failures.

11. Termination

Either party may terminate the maintenance plan with 30 days’ written notice at the end of the contractual period.
Early termination by the Customer does not entitle them to a refund.

Upon termination, Bluesquare will provide any relevant update notes, configuration files, or credentials necessary for the Customer to maintain the installation independently.

12. Confidentiality

Bluesquare ensures that only authorized personnel may access Customer servers when performing contracted tasks.
All information and data accessed during service delivery are treated as strictly confidential.

13. Amendments

Bluesquare may update these Terms at any time.
The latest version will be published on its website.
Continued use of Bluesquare’s on-premise setup or maintenance services constitutes acceptance of the updated Terms.

14. Governing Law and Jurisdiction

These Terms are governed by Belgian law.
Any disputes arising from this agreement shall fall under the jurisdiction of the courts of Brussels, Belgium.

15. Governing Language

In case of translation of these Terms, the English version shall prevail.

Appendix – Service Level Overview (Maintenance Plans)

By purchasing an on-premise setup or maintenance plan, the Customer acknowledges and agrees to these Terms and Conditions and the associated Service Level Overview.

Service Packs – Terms and Conditions

Effective date: [Insert date]
Provider: Bluesquare SPRL (VAT: BE0501535431)
Headquarters: Hive5, Rue des Francs 79, 1040 Brussels, Belgium
Contact: hello@bluesquarehub.com · www.bluesquarehub.com

1. Acceptance of Terms

By purchasing a Service Pack, the Customer (“you”) acknowledges having read, understood, and agreed to these Terms and Conditions (“Terms”).
These Terms govern the provision of consulting, implementation, and technical services (“Services”) delivered by Bluesquare through prepaid Service Packs.
They apply in addition to the Bluesquare Products Catalogue, which defines Service Pack categories, rates, and descriptions.

Purchasing a Service Pack constitutes full acceptance of these Terms.

2. Description of the Service

Service Packs provide prepaid access to Bluesquare experts for time-bound technical or functional services related to Bluesquare products such as IASO, OpenHEXA, and DHIS2.

Each Service Pack includes:

• A fixed number of hours of expert time;
  
• A validity period of 12 months from the purchase date;
  
• Time tracked in 30-minute increments;
  
• A flexible scope of services defined jointly between Bluesquare and the Customer through tickets, work plans, or written agreement.
  

3. Pricing and Payment

3.1 Pricing evolution

Bluesquare reserves the right to modify Service Pack pricing, validity, or conditions at any time. Updated prices apply to future purchases only.

3.2 Taxes and currency

All prices are expressed in euros (EUR) and are exclusive of VAT and applicable taxes. Any currency conversion or bank fees are borne by the Customer.

3.3 Payment terms

Service Packs are payable upfront and services may only begin once full payment has been received.

3.4 Non-refundable and non-transferable

Service Packs are non-refundable and non-transferable.

4. Scope of Service

4.1 Included activities

Service Packs can be used for any of the following services described in the Products Catalogue:

• Helpdesk (expert guidance): Have a Bluesquare expert at hand to answer your questions as you use the product — for functional and usage support only (excluding bug fixing).
  
• Software configuration: Set up IASO, OpenHEXA, or DHIS2 to match your project’s needs.
  
• Dashboard design: Create custom visualizations and KPIs for analysis and monitoring.
  
• Hosting maintenance: Troubleshooting, technical advice, server updates, database backups, and custom scripts.
  
• Implementation advice: Guidance on how to configure and deploy your system efficiently.
  
• Training: Capacity-building sessions to help your team understand and use the tools effectively.
  
• System analysis: Review of your setup to identify strengths, weaknesses, and areas for improvement.
  
• Historical data import: Bring existing data into the system to track trends over time.
  
• Data cleaning: Improve data quality through deduplication, validation, and corrections.
  
• Data integration and automated pipelines: Connect systems for automated data exchange and processing.
  

4.2 Exclusions

The following activities are not included unless explicitly agreed upon in writing:

• Custom software development or feature creation;
  
• Tasks requiring third-party licenses or systems outside the agreed technology stack;
  
• Ongoing bug fixes or troubleshooting covered under the Helpdesk included in product subscriptions.
  

5. Boundary between Helpdesk and Service Packs

Examples:

• “How do I configure a new form or dashboard?” → Service Pack Helpdesk
  
• “The system doesn’t load or sync properly.” → Subscription Helpdesk
  

6. Scheduling and Resource Allocation

6.1 Starting the work

The initiation of Service Pack activities depends on the size of the purchased package and Bluesquare’s planning capacity.

Indicative mobilization timelines are as follows:

Work is planned by quarter to ensure efficient allocation of expert time and to balance workload across clients.
Urgent requests are considered based on availability; Bluesquare may accommodate a maximum surge of 30 hours within two weeks when justified by project needs.

6.2 Scheduling principles

Bluesquare will distribute Service Pack work in a realistic manner, balancing short-term needs with sustainable delivery.
Certain internal development or non-essential activities may be deprioritized to accommodate Service Pack work, but priority is given to planned and confirmed requests.

6.3 Customer flexibility

The Customer is encouraged to plan Service Pack activities in advance to ensure timely delivery. Requests received close to the validity deadline are handled on a best-effort basis and depend on available capacity.

7. Delivery and Execution

7.1 Work planning

Each Service Pack begins with a short scoping phase to confirm priorities, expected deliverables, and resource allocation.
Work may be executed remotely or on-site, depending on the agreement and available hours.

7.2 Time tracking

Work is billed in increments of 30 minutes. Time spent includes preparation, meetings, implementation, documentation, and follow-up related to the agreed activities.
Bluesquare provides transparent tracking of time used through reports or ticket logs upon request.

7.3 Best-effort commitment

Bluesquare commits to delivering professional services with diligence and best practices. However, Bluesquare cannot guarantee specific results, system performance, or outcomes unless explicitly agreed in writing.

8. Validity and Carry-over

Service Packs are valid for 12 months from the purchase date.
Any unused hours automatically expire at the end of the validity period.

If the Customer purchases a new Service Pack before the expiry date, any remaining hours from the previous pack can be carried over and used under the new pack for an additional 12-month period.

Hours cannot be refunded or exchanged for other services.

9. Customer Responsibilities

The Customer agrees to:

• Provide Bluesquare with necessary data, access credentials, and context to perform the work;
  
• Review and validate outputs delivered under the Service Pack;
  
• Maintain backups of all relevant data before configuration or data import operations;
  
• Ensure compliance with internal governance and data protection policies.
  

10. Data Protection and Confidentiality

Bluesquare may temporarily access Customer data or systems during Service Pack activities.
Such access is performed only under the Customer’s authorization and is strictly limited to the scope of work.

Bluesquare commits to handling all Customer data with professional confidentiality and security.
The Customer remains responsible for compliance with data protection regulations (including GDPR where applicable).
Bluesquare cannot be held liable for data breaches, mismanagement, or compliance failures resulting from Customer-controlled environments.

11. Liability Limitations

Bluesquare’s liability is limited to direct damages proven to result from its own negligence or failure to perform the agreed tasks.

Bluesquare shall not be liable for:

• Indirect or consequential damages (including loss of data or revenue);
  
• System failures, downtime, or performance issues outside its direct control;
  
• Data corruption or errors caused by Customer inputs or third-party systems;
  
• Misuse or misinterpretation of outputs delivered under the Service Pack.
  

In any case, Bluesquare’s aggregate liability shall not exceed the total amount paid by the Customer for the relevant Service Pack.

12. Force Majeure

Bluesquare shall not be held liable for any delay or failure to perform resulting from causes beyond its reasonable control, including natural disasters, acts of government, strikes, internet outages, or failures of third-party providers.

13. Termination

A Service Pack ends automatically once all credited hours are consumed or when the 12-month validity period expires.
The Customer may terminate the Service Pack earlier, but no refund or credit is due for unused time.

Bluesquare may suspend delivery if access, data, or cooperation from the Customer is insufficient to continue work effectively.

14. Amendments

Bluesquare may update these Terms at any time. The latest version will be available on its website. Continued use of Service Pack hours constitutes acceptance of the revised Terms.

15. Governing Law and Jurisdiction

These Terms are governed by Belgian law. Any disputes arising from this agreement shall fall under the jurisdiction of the courts of Brussels, Belgium.

16. Governing Language

In case of translation of these Terms, the English version shall prevail.

Appendix – Service Level Overview (Service Packs)

By purchasing a Service Pack, the Customer acknowledges and agrees to these Terms and Conditions and the associated Service Level Overview.