Terms of Service

This Terms of Service (“Agreement”) is a legally binding contract between you and VoiceOps, Inc. (“VoiceOps,” “us,” “we,” or “our”) regarding your use of the Service (as defined in Section 1). References to “Customer”, “you”, and “your” refer to the individual, company, or other entity that accepts the Agreement, by executing an ordering document provided to you by us, placing an Order using online functionality VoiceOps makes available like clicking a box, creating an Account (as defined in Section 3.2), or otherwise affirmatively accepting the Agreement through another means VoiceOps offer you. If the Service is being used on behalf of a company or other entity by an individual authorized to accept this Agreement on its behalf, then all references to “Customer,” “you,” or “your” refer to the company or other entity. If you are a company or other entity, the individual accepting this Agreement on your behalf represents and warrants that they have authority to bind you to this Agreement. If you are accepting this Agreement on behalf of a company or other entity and an authorized representative of the entity has already accepted this Agreement on behalf of the entity or entered into a separate agreement regarding the use of the Service (“Separate Agreement”) prior to the date upon which you accept this Agreement (“Effective Date”), this Agreement will not apply to you and your and the entity’s rights and obligations with respect to the Service will at all times be governed by, and subject to, the Separate Agreement. If you are not eligible, or do not agree to the terms and conditions of the Agreement, then you do not have our permission to use the Service. Your use of and our provision of the Service to you, constitutes an Agreement by VoiceOps and by you to be bound by this Agreement. 

1. Defined Terms. Certain capitalized terms used in this Agreement are defined in Section 14 (Definitions) and others are defined contextually in this Agreement.
2. Overview. VoiceOps uses call recordings provided by Customer (“Recordings”) and provides AI-powered transcribing and analytics services for Customer’s use, as further described in an Order (the “Services”). 
3. The Service. 
   
   1. Permitted Use. Subject to the terms and conditions of this Agreement and each Order, VoiceOps will make the Service available to Customer and, if Customer is a company or entity, to Customer’s Users during the Subscription Term. Customer may only use the Service internally.
   2. Access. To access the Service, Customer and its Users must register for an account (“Account”) and, in doing so, may be required to provide VoiceOps with information (such name, email address, or other contact information). Customer agrees that the information it provides to VoiceOps is accurate, complete, and not misleading and that it will keep it accurate and up to date at all times. Only Users, using the mechanisms designated by VoiceOps (“Log-in Credentials”), may access and use the Service. Each User must keep its Log-in Credentials confidential and not share them with anyone else. Customer is responsible for its Users’ compliance with this Agreement and all actions taken through their Log-in Credentials (excluding misuse of the Log-in Credentials caused by VoiceOps’s breach of this Agreement). Customer will promptly notify VoiceOps if it becomes aware of any compromise of any Log-in Credentials. VoiceOps may Process Log-in Credentials in connection with VoiceOps’s provision of the Service or for VoiceOps’s internal business purposes. Customer represents and warrants to VoiceOps that: (a) it has not previously been suspended or removed from the Service; and (b) its registration and use of the Service is in compliance with all Laws. 
   3. Restrictions. Customer will not (and will not permit its Users or anyone else to) do any of the following: (a) provide access to, distribute, sell, or sublicense the Service to a third party (other than Users); (b) use the Service on behalf of, or to provide any product or service to, third parties; (c) use the Service to develop a similar or competing product or service; (d) reverse engineer, decompile, disassemble, or seek to access the source code or non-public APIs to the Service, except to the extent expressly permitted by Law (and then only with prior notice to VoiceOps); (e) modify or create derivative works of the Service or copy any element of the Service; (f) remove or obscure any proprietary notices in the Service; (g) publish benchmarks or performance information about the Service; (h) interfere with the operation of the Service, circumvent any access restrictions, or conduct any security or vulnerability test of the Service; (i) transmit any viruses or other harmful materials to the Service; (j) take any action that risks harm to others or to the security, availability, or integrity of the Service; (k) access or use the Service in a manner that violates any Law; or (l) use the Service with Prohibited Data or for High Risk Activities. Customer acknowledges that the Service is not intended to meet any legal obligations for these uses, including HIPAA requirements, and that VoiceOps is not a Business Associate as defined under HIPAA. Notwithstanding anything else in this Agreement, VoiceOps has no liability for Prohibited Data or use of the Service for High Risk Activities. 
   4. Support. VoiceOps will use commercially reasonable efforts to provide Customer with reasonable support for the Service. Customers may report suspected security incidents or vulnerabilities to support@voiceops.com. All reports are reviewed promptly by our security team.
   5. Use of Customer Data. Customer grants VoiceOps the non-exclusive, worldwide, sublicensable right to use, copy, store, disclose, transmit, transfer, publicly display, modify, and create derivative works from Customer Data only as necessary to: (a) provide the Services; (b) generate Usage Data and Aggregated Data; and (c) as otherwise required by applicable law or as agreed to in writing between the Parties. Customer acknowledges that use of the Customer Data to provide the Services may result in improvements to the Services. Customer is responsible for its Customer Data, including its content and accuracy. Customer represents and warrants that it has made all disclosures, provided all notices, and has obtained all rights, consents, and permissions necessary for VoiceOps to collect, access, use, disclose, transfer, transmit, store, host, or otherwise process (collectively, “Process”) Customer Data as set forth in this Agreement without violating or infringing applicable laws, third-party rights, or terms or policies that apply to the Customer Data. Without limiting the foregoing, Customer represents and warrants that all Recordings were collected in compliance with all applicable laws, including U.S. federal and state wiretapping laws. “Customer Data” means any data or information that: (a) Customer or any of its Users submits to the Service (including via a third-party platform or service) or otherwise provides to VoiceOps in connection with the Services; and (b) is Processed by VoiceOps to provide the Services to Customer, including but not limited to all Recordings provided by or on behalf of Customer.
   6. Privacy Policy. To the extent Personal Data as defined in VoiceOps’s Privacy Policy is uploaded, transmitted, submitted, provided, or processed in connection with Customer’s use of the Service, VoiceOps will comply with the Privacy Policy. 
   7. Usage Data; Aggregated Data. VoiceOps may Process Usage Data and Aggregated Data for internal business purposes to: (a) track use of Service for billing purposes; (b) provide support for Service; (c) monitor the performance and stability of the Service; (d) prevent or address technical issues with the Service; (e) to improve Service, its other products and services, and to develop new products and services; and (f) for all other lawful business practices, such as analytics, benchmarking, and reports. Customer will not interfere with the collection of Usage Data. 
   8. Suspension. VoiceOps may immediately suspend Customer’s and its Users’ access to the Service if: (a) Customer breaches Section 3.3 (Restrictions) or Section 3.5 (Use of Customer Data); (b) Customer’s Account is 30 days or more overdue; (c) changes to Laws or new Laws require that VoiceOps suspend the Service or otherwise may impose additional liability on us; or (d) Customer or its Users actions risk harm to any of VoiceOps’s other customers or the security, availability, or integrity of the Service. Where practicable, VoiceOps will use reasonable efforts to provide Customer with prior notice of the suspension. If the issue that led to the suspension is resolved, VoiceOps will use reasonable efforts to restore your access to the Service.
   9. Modifications to the Service. VoiceOps may modify or discontinue all or any part of the Service at any time (including by limiting or discontinuing certain features or functionality of the Service), temporarily or permanently, without notifying Customer (except that VoiceOps will use commercially reasonable efforts provide Customer with 30 days’ prior notice in the event of any deprecation of any material feature or functionality of the Service). VoiceOps will have no liability for any change or modification to the Service or any suspension or termination of access to or use of the Service as a result thereof. Notwithstanding the foregoing, any such change or modification will only apply on a going-forward basis with respect to any Order entered into or renewed after VoiceOps’s implementation thereof.
   10. Customer Systems. Customer will provide and maintain any hardware, software, other technology, and infrastructure that Customer require to access and use the Service in accordance with the current version of VoiceOps’s usage guidelines and standard technical documentation for the Service that VoiceOps makes generally available to VoiceOps’s customers (the “Documentation”). 
   11. Third-Party Platforms. Use of Third-Party Platforms are subject to Customer’s agreements with the relevant provider and not this Agreement. VoiceOps does not control and have no liability for Third-Party Platforms, including their security, functionality, operation, availability, or interoperability with the Service or how the Third-Party Platforms or their providers use Customer Data. By enabling a Third-Party Platform to interact with the Service, Customer authorizes VoiceOps to access and exchange Customer Data with such Third-Party Platform on Customer’s behalf.
4. Commercial Terms.
   
   1. Subscription Term Renewal. Each Subscription Term will automatically renew for successive terms equal in length to the Subscription Term unless either party gives the other party notice of non-renewal at least 30 days before the current Subscription Term ends. 
   2. Fees. Fees for the Service are described in the Order. All fees for the Service (“Fees”) will be paid in US dollars unless otherwise provided in an Order. Fees are invoiced or charged as described in the Order. Unless the Order provides otherwise, all Fees are due within 30 days of the invoice date. Your Account will be charged a service charge of 1.5% per month or the maximum amount allowed by Law, whichever is less and Customer will also be responsible for Fees or charges that are incidental to any chargeback or collection of any the unpaid amount including any collection Fees. All Fees and other expenses are non-refundable. Customer is responsible for any sales, use, GST, value-added, withholding, or similar taxes or levies that apply to Orders, whether domestic or foreign, other than VoiceOps’s income tax (“Taxes”). Fees are exclusive of all Taxes. 
5. Limited Warranty; Disclaimer. 
   
   1. Limited Warranty. VoiceOps warrants to Customer that the Service will perform materially as described in the Documentation during the Subscription Term (“Limited Warranty”). 
   2. Disclaimer. EXCEPT FOR THE LIMITED WARRANTY IN SECTION 5.1, THE SERVICE IS PROVIDED “AS IS”. VOICEOPS, ON ITS OWN BEHALF AND ON BEHALF OF ITS SUPPLIERS AND LICENSORS, MAKES NO OTHER WARRANTIES, WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, OR NONINFRINGEMENT. WE DO NOT WARRANT THAT CUSTOMER’S USE OF THE SERVICE WILL BE UNINTERRUPTED OR ERROR-FREE, THAT VOICEOPS WILL REVIEW CUSTOMER DATA FOR ACCURACY, OR THAT IT WILL MAINTAIN CUSTOMER DATA WITHOUT LOSS. VOICEOPS IS NOT LIABLE FOR DELAYS, FAILURES, OR PROBLEMS INHERENT IN USE OF THE INTERNET AND ELECTRONIC COMMUNICATIONS OR OTHER SYSTEMS OUTSIDE VOICEOPS’S CONTROL. CUSTOMER MAY HAVE OTHER STATUTORY RIGHTS, BUT ANY STATUTORILY REQUIRED WARRANTIES WILL BE PERFORMANCE TO THE SHORTEST LEGALLY PERMITTED PERIOD. 
   3. Warranty Remedy. If VoiceOps breaches a Limited Warranty during the Subscription Term and Customer makes a reasonably detailed warranty claim in the manner required by VoiceOps within 30 days of discovering a breach of the Limited Warranty for the Service, then VoiceOps will use reasonable efforts to correct the non-conformity. If VoiceOps cannot do so within 30 days of receipt of Customer’s warranty claim, either party may terminate the affected Order as it relates to the Service. VoiceOps will then refund to Customer any pre-paid, unused Fees for the terminated portion of the applicable Subscription Term. This Section 5.5 sets forth Customer’s exclusive remedy and VoiceOps’s entire liability for breach of the Limited Warranty. This warranty does not apply to: (a) issues caused by Customer’s or Users’ misuse of or unauthorized modifications to the applicable Service; (b) issues in or caused by Third-Party Platforms or other third-party systems; (c) use of the applicable Service other than according to the Documentation; or (d) Trials and Betas or other free or evaluation use.
6. Term and Termination.
   
   1. Term. This Agreement starts on the Effective Date and continues until expiration or termination of all Subscription Terms.
   2. Termination. Either party may terminate this Agreement (including any or all Orders) if the other party: (a) fails to cure a material breach of this Agreement (including a failure to pay Fees) within 30 days after notice; (b) ceases operation without a successor; or (c) seeks protection under a bankruptcy, receivership, trust deed, creditors’ arrangement, composition, or comparable proceeding, or if such a proceeding is instituted against that party and not dismissed within 60 days. 
   3. Effect of Termination. Upon expiration or termination of an Order, Customer’s access to and VoiceOps’s obligations to provide the Service will cease. During a Subscription Term and for the 30 day period immediately following the date of expiration or earlier termination of the applicable Subscription Term, Customer may export data or information that Customer (including its Users) submits to the Service, including from Third-Party Platforms from the applicable Service, using the export features described in the applicable Documentation. After that 30 day period, VoiceOps will be under no obligation to store or retain the applicable Customer Data and may delete the applicable Customer Data at any time in its sole discretion. Customer Data and other Confidential Information, as defined in Section 10, may be retained in Recipient’s standard backups notwithstanding any obligation to delete the applicable Confidential Information but will remain subject to this Agreement’s confidentiality restrictions. 
   4. Survival. These Sections survive expiration or termination of this Agreement: 3.3 (Restrictions), 3.5 (Use of Customer Data), 3.7 (Usage Data; Aggregated Data), 4.2 (Fees), 5.2 (Disclaimer), 6.3 (Effect of Termination), 6.4 (Survival), 7 (Ownership), 8 (Limitations of Liability), 9 (Indemnification), 10 (Confidentiality), 13.1 (General Provisions), 13.2 (Governing Law), 13.3 (Additional Terms), and 14 (Definitions). Except where an exclusive remedy is provided in this Agreement, exercising a remedy under this Agreement, including termination, does not limit other remedies a party may have. 
7. Ownership. Neither party grants the other any rights or licenses not expressly set out in this Agreement. Except as expressly provided in this Agreement, as between the parties, Customer retains all intellectual property rights and other rights in Customer Data. Except for Customer’s use rights in this Agreement, VoiceOps and its licensors retain all intellectual property rights and other rights in the Service, Documentation, Usage Data, and VoiceOps’s technology, templates, formats, and dashboards, including any modifications or improvements to these items made by us. If Customer provides VoiceOps with feedback or suggestions regarding the Service or its other offerings, VoiceOps may use the feedback or suggestions without restriction or obligation. 
8. Limitations of Liability. Except for breaches of Sections 3.1 (Permitted Use), 3.3 (Restrictions), 3.5 (Use of Customer Data), and 10 (Confidentiality), neither VoiceOps’s, Customer’s or their respective suppliers or licensors will have liability arising out of or related to this Agreement for any loss of use, lost data, lost profits, failure of security mechanisms, interruption of business, or any indirect, special, incidental, reliance, or consequential damages of any kind, even if informed of their possibility in advance. Except for breaches of Sections 3.1 (Permitted Use), 3.3 (Restrictions), 3.5 (Use of Customer Data), and 10 (Confidentiality) and liability arising out of Section 9 (Indemnification), neither VoiceOps’s, Customer’s or their respective suppliers or licensors liability arising out of or related to this Agreement will exceed in aggregate the amounts paid or payable by Customer to VoiceOps pursuant to this Agreement during the 12 months prior to the date on which the applicable claim giving rise to the liability arose under this Agreement. The waivers and limitations in this Section 8 apply regardless of the form of action, whether in contract, tort (including negligence), strict liability or otherwise and will survive and apply even if any limited remedy in this Agreement fails of its essential purpose.
9. Indemnification. Customer will defend VoiceOps from and against any third-party claim to the extent resulting from Customer Data or Customer’s breach or alleged breach of Section 3.5 (Use of Customer Data), and will indemnify and hold VoiceOps harmless against any damages and costs awarded against VoiceOps (including reasonable attorneys’ fees) or agreed in a settlement by Customer resulting from the claim.
10. Confidentiality. 
    
    1. Definition. “Confidential Information” means information disclosed to the receiving party (“Recipient”) under this Agreement that is marked by the disclosing party (“Discloser”) as proprietary or confidential or, if disclosed orally, is designated as proprietary or confidential at the time of disclosure. Our Confidential Information includes the terms and conditions of this Agreement and any technical or performance information about the Service. 
    2. Obligations. As Recipient, each party will: (a) hold Confidential Information in confidence and not disclose it to third parties except as permitted in this Agreement, including Section 3.5 (Use of Customer Data); and (b) only use Confidential Information to fulfill its obligations and exercise its rights in this Agreement. At Discloser’s request, Recipient will delete all Confidential Information, except, in the case where VoiceOps is the Recipient, VoiceOps may retain the Customer’s Confidential Information to the extent required to continue to provide the Services. Recipient may disclose Confidential Information to its employees, agents, contractors, and other representatives having a legitimate need to know, provided it remains responsible for their compliance with this Section 10 and they are bound to confidentiality obligations no less protective than this Section 10.
    3. Exclusions. These confidentiality obligations do not apply to information that Recipient can document: (a) is or becomes public knowledge through no fault of the receiving party; (b) it rightfully knew or possessed prior to receipt under this Agreement; (c) it rightfully received from a third party without breach of confidentiality obligations; or (d) it independently developed without using Confidential Information. 
    4. Remedies. Unauthorized use or disclosure of Confidential Information may cause substantial harm for which damages alone are an insufficient remedy. Each party may seek appropriate equitable relief, in addition to other available remedies, for breach or threatened breach of this Section 10.
    5. Required Disclosures. Nothing in this Agreement prohibits either party from making disclosures, including of Customer Data and other Confidential Information, if required by Law, subpoena, or court order, provided (if permitted by Law) it notifies the other party in advance and cooperates in any effort to obtain confidential treatment.
11. Trials and Betas. If Customer or its Users receive access to or use of Services or features thereof on a free or trial basis or as an alpha, beta, or early access offering (“Trials and Betas”),  such access to or use is permitted only for Customer’s internal evaluation and testing purposes during the period designated by VoiceOps (not to exceed thirty 30 days unless otherwise agreed upon by the parties in writing). These Trials and Betas will be considered part of the Service and, subject to the remainder of this Section 11, all provisions of this Agreement relating to the Service will apply to these Trials and Betas. Trials and Betas are optional and either party may terminate Trials and Betas at any time for any reason. Trials and Betas may be inoperable, incomplete, or include features that VoiceOps may never release, and their features and performance information are deemed to be VoiceOps’s Confidential Information. VoiceOps may suspend Customer’s and its Users’ access to the Trials and Betas at any time. Customer’s and its Users’ use of Trials and Betas is at their own risk. NOTWITHSTANDING ANYTHING TO THE CONTRARY IN THIS AGREEMENT, VOICEOPS PROVIDES NO WARRANTY, INDEMNITY, OR SUPPORT FOR TRIALS AND BETAS, AND OUR LIABILITY FOR TRIALS AND BETAS WILL NOT EXCEED US $50.00. 
12. Modifications. VoiceOps may modify this Agreement from time to time with notice to Customer. Modifications take effect at Customer’s next Subscription Term or Order unless VoiceOps indicates an earlier effective date. If VoiceOps requires modifications with an earlier effective date and Customer objects, Customer’s exclusive remedy is to terminate this Agreement with notice to VoiceOps, in which case VoiceOps will provide Customer a refund of any pre-paid Fees for the terminated portion of the current Subscription Term. To exercise this termination right, Customer must notify VoiceOps of its objections within 30 days after VoiceOps’s notice of the modified Agreement. Once the modified Agreement takes effect Customer’s continued use of the Service constitutes its acceptance of the modifications. VoiceOps may require Customer to click to accept the modified Agreement. 
13. Miscellaneous.
    
    1. General Provisions. This Agreement, including the Privacy Policy and any other agreements expressly incorporated by reference into this Agreement, are the entire and exclusive understanding and agreement between Customer and VoiceOps regarding your use of the Service. Customer may not assign or transfer this Agreement or your rights under this Agreement, in whole or in part, by operation of law or otherwise, without VoiceOps’s prior written consent. VoiceOps may assign this Agreement and all rights granted under this Agreement, including with respect to your Customer Data, at any time without notice or consent. The failure to require performance of any provision will not affect VoiceOps’s right to require performance at any other time after that, nor will a waiver by VoiceOps of any breach or default of this Agreement, or any provision of this Agreement, be a waiver of any subsequent breach or default or a waiver of the provision itself. Use of Section headers in this Agreement is for convenience only and will not have any impact on the interpretation of any provision. Neither party is liable for any delay or failure to perform any obligation under this Agreement (except for a failure to pay Fees) due to events beyond its reasonable control, such as a strike, pandemic, epidemic, health emergency, blockade, war, pandemic, act of terrorism, riot, Internet or utility failures, refusal of government license, or natural disaster. Throughout this Agreement the use of the word “including” means “including but not limited to.” If any part of this Agreement is held to be invalid or unenforceable, then the unenforceable part will be given effect to the greatest extent possible, and the remaining parts will remain in full force and effect.
    2. Governing Law. This Agreement is governed by the laws of the State of California and the United States without regard to conflicts of laws provisions that would result in the application of the laws of another jurisdiction and without regard to the United Nations Convention on the International Sale of Goods. The jurisdiction and venue for actions related to this Agreement will be the state and United States federal courts located in San Francisco, California and both parties submit to the personal jurisdiction of those courts. 
    3. Additional Terms. Customer’s use of the Service is subject to all additional terms, policies, rules, or guidelines applicable to the Service or certain features of the Service that VoiceOps may post on or link to from the Service (“Additional Terms”). All Additional Terms are incorporated by this reference into, and made a part of, this Agreement.
    4. Consent to Electronic Communications. By using the Service, Customer consents to receiving certain electronic communications from VoiceOps as further described in VoiceOps’s Privacy Policy. Please read VoiceOps’s Privacy Policy to learn more about VoiceOps electronic communications practices. Customer agree that any notices, agreements, disclosures, or other communications that VoiceOps sends to Customer electronically will satisfy any legal communication requirements, including that those communications be in writing. 
    5. Notice to California Residents. If Customer are a California resident, then under California Civil Code Section 1789.3, Customer may contact the Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs in writing at 1625 N. Market Blvd., Suite S-202, Sacramento, California 95834, or by telephone at +1-800-952-5210 in order to resolve a complaint regarding the Service or to receive further information regarding use of the Service.
14. Definitions.

“Aggregated Data” means Customer Data that has been deidentified or aggregated with other data such that the resulting data no longer reasonably identifies Customer or a specific individual. “Customer Systems” means Customer’s hardware, software, other technology, and infrastructure that are used to access the Services.“High Risk Activities” means activities where use or failure of the Service could lead to death, personal injury, or environmental damage, including life support systems, emergency services, nuclear facilities, autonomous vehicles, or air traffic control.“Laws” means all applicable relevant local, state, federal and international laws, regulations and conventions, including those related to data privacy and data transfer, international communications, and export of data, including Customer Personal Data and Customer Personal Information.“Order” means an order that is executed by the parties [or a process Customer complete through the online order flow VoiceOps provide each of ]which references this Agreement.“Privacy Policy” means the Privacy Policy.“Prohibited Data” means any: (a) special categories of data enumerated in European Union Regulation 2016/679, Article 9(1) or any successor legislation; (b) patient, medical, or other protected health information regulated by the Health Insurance Portability and Accountability Act (as amended and supplemented) (“HIPAA”); (c) credit, debit, or other payment card data subject to the Payment Card Industry Data Security Standards; (d) other information subject to regulation or protection under specific Laws such as the Children’s Online Privacy Protection Act or Gramm-Leach-Bliley Act (or related rules or regulations); (e) social security numbers, driver’s license numbers, or other government ID numbers; or (f) any data similar to the above protected Laws. “Subscription Term” means the period during which Customer’s subscription to access and use the Service is in effect, as identified in the applicable Order.“Third-Party Platform” means any third-party platform, add-on, service, or product not provided by VoiceOps that Customer elects to integrate or enable for use with the Service. “Usage Data” means information generated from the use of the Service, which data does not identify Users, any other natural human persons, or Customer, such as technical logs, data, and learnings about Customer’s use of the Service, but excluding any identifiable Customer Data. “User” means any employee or contractor of Customer that Customer allows to use the Service on Customer’s behalf.