Services De Centre De Contact Ringcentral
Annexe Service
This Service Attachment is a part of the Master Services Agreement (the “Agreement”) that includes the terms and conditions agreed by the Parties under which RingCentral will provide to the Customer the RingCentral Contact Centre Services as described under the applicable Order Form.
In the event of any conflict between the provisions of the Agreement and the provisions of this Service Attachment, such provisions of this Service Attachment will prevail.
1. Service Overview
“RingCentral Contact Centre Services” is a contact centre solution consisting of inbound and outbound media routing, queuing, and distribution, and related services, applications, and features, whether included as part of a Subscription Package or ordered separately.
2. Billing and Payment
A. Billing During the Ramp-Up Period.
During the Ramp-Up Period, You shall be billed for the Usage and for the Contact Centre Services based on the number of Seats and/or applicable licences as they are actually activated on Your account. Notwithstanding the above, You shall not be billed for any Usage or Contact Centre Services for Seats and/or applicable licences activated solely for use by RingCentral or its subcontractors for the configuration and implementation of Your Contact Centre Services.
B. Billing After Ramp-Up Period.
Starting at the earlier of (i) the end of the Ramp-Up Period or (ii) when the total number of contracted Seats and/or applicable licences are activated, and until the end of the Term, You agree to pay for: a) the Contact Centre Services fees for at least the number of Seats set forth in the Contact Centre Services Order (as amended as permitted below) (a “CC Contract Seat”) based on the per Seat pricing set forth in the Contact Centre Services Order (the “CC Contract Seat Price”), as amended from time to time, regardless of the number of Seats being used; b) the fees for the number of licences set forth in the Contact Centre Services Order; any additional fees set forth in the Contact Centre Order form; and c) Usage, including overages related to data storage, ports or minutes (e.g. local, long-distance, international, and toll-free) charges, and any other applicable charges.
C. Adding New Contact Centre Contract Seats
You may add CC Contract Seats at any time either through a new Contact Centre Services Order or a written amendment executed by You and RingCentral. The Contact Centre Services fees related to these additional CC Contract Seats will be billed at the per Seat price set forth in the Contact Centre Order form. For the avoidance of doubt, You will be required to pay for Contact Centre Services fees related to these additional CC Contract Seats until the end of the Term.
D. Adding On-Demand Contact Centre Seats
At any time, You may utilise additional Seats with your Contact Centre Services on an as-needed basis (each, an “On-Demand CC Seat”). You will be billed for any Contact Centre Services at the rate of the CC Contract Seat Price plus twenty British Pounds (£20) per month per Seat (the “On-Demand CC Price”) until You remove this On-Demand CC Seat from Your Contact Centre Services subscription (which You may do at any time in your discretion). Contact Centre Services fees for any On-Demand CC Seats will be charged for the full month, regardless of the number of days used. For each monthly billing period, You will be charged for the highest number of On-Demand CC Seats used within such billing period.
3. Contact Centre Services, Settings, and Modifications
The settings and preferences for your Contact Centre Services, including without limitation user rights, user skills, and permissions; routing, points of contact, scripts; registration Information; and activation of On-Demand CC Seats, among others, may be set and modified by those individuals whom You allow to have access to the web console (“Account Administrators”). The Customer acknowledges that the acts or omissions of the Account Administrators may result in additional charges or affect the Contact Centre Services. The Customer will be solely responsible for the acts or omissions and the impact on billable amounts of the Account Administrators.
4. Use of Contact Centre Services
You acknowledge and agree that all use of the Contact Centre Services shall be subject to this Service Attachment and the Agreement, including without limitation the use policies and data privacy policies in Sections 5 and 9. RingCentral understands and acknowledges their responsibility for the security of CardHolder Data (“CHD”) it may transmit on behalf of the Customer, including actions taken by RingCentral that may impact the security of the Customer’s Card Data Environment (“CDE”). In its efforts to safeguard CHD against unauthorised use, disclosure, modification, or impacts to RingCentral’s CDE RingCentral shall implement technical, administrative, and physical measures in accordance with PCI DSS requirements, as applicable. You acknowledge and agree that You are fully responsible and liable for all use of the Contact Centre Services, any software or hardware used in conjunction with the Contact Centre Services, and any and all fees and charges that are incurred as a result of such use. Notwithstanding anything to the contrary stated in the Agreement, the use of the Contact Centre Services shall be subject to the following terms:
a. NO 999/112 EMERGENCY SERVICE. YOU ACKNOWLEDGE AND AGREE THAT 999/112 EMERGENCY CALLS OR MESSAGES MAY NOT BE PLACED OR SENT THROUGH THE CONTACT CENTRE SERVICES, AND NO 999/112 CALLING OR SMS OR OTHER MESSAGING SERVICE IS OFFERED OR PROVIDED WITH THE CONTACT CENTRE SERVICES. YOU MUST MAKE AVAILABLE ALTERNATIVE ARRANGEMENTS TO PLACE 999/112 CALLS.
b. Customer 999/112 Emergency Notification Obligations. You represent, warrant, and covenant that: (i) You shall ensure that any person who might use the Contact Centre Services or be present at the physical location where any the Contact Centre Services might be accessed or used is fully informed and aware that he or she will not be able to place calls or send messages to 999/112 or other emergency response services through the Contact Centre Services; and (ii) You shall provide all of the foregoing parties with an alternate method by which to place such calls and, as applicable, to send such messages.
5. Custom Storage Election
Customer may elect to include Custom Storage as part of their Contact Centre Services, enabling Customer to store media files in their own S3 Bucket instead of the default Cloud Storage Bucket.
Custom Storage is subject to these limitations and conditions:
- These conditions apply at the Business Unit level with no tailored permissions applied to individuals or groups
- All recordings must be played directly on the RingCentral Contact Centre platform
- A minimum of one RingCentral Contact Centre seat licence must be retained at all times to access and play recordings from the S3 Bucket
- Files cannot be played directly from S3 Bucket
- There is no bulk export option for any recordings from S3 Bucket
- There are no custom file naming conventions
- All files are encrypted within the client provided S3 Bucket
- There is no error checking between RingCentral Contact Centre and Amazon S3
- There is no defined timetable for Time to Live (TTL) at this time
- There is no migration of recordings from previous storage solutions to Custom Storage
- Encrypted files cannot be moved to another S3 Bucket
- Changes made to the S3 Bucket will disable the ability to listen to recordings through RingCentral Contact Centre platform
- Custom Storage is deployable via template method only, and deviation from the deployed template is not supported. This includes, but is not limited to:
- Changing security profile and settings
- Changing any coding to target different Buckets
- Changing of any file names (this may be redundant)
A. “Cloud Storage” means storage of data or call recordings within the RingCentral Contact Centre Platform, or a RingCentral Contact Centre Internal File Transfer Protocol server. Recordings may then be accessed through the RingCentral Contact Centre Platform, and Time to Live may be set up to delete recordings after a certain amount of days.
B. “Contact Centre Materials” means documentation, either electronic or otherwise, that RingCentral provides or makes available to the Customer describing the Contact Centre Services, including the components of each Subscription Package, if applicable, and any other features and functionality offered as part of the Contact Centre Services. The Contact Centre Materials may include without limitation manuals, product descriptions, user or installation instructions, diagrams, printouts, listings, flowcharts and training materials related to the Contact Centre Services.
C. “Contact Centre Services Order” is an Order form executed by the Parties under the terms of the Agreement and this Service Attachment, setting out the details of the subscription to the Contact Centre Services, including any Subscription Package, and any additional products, services and functionality purchased by the Customer
D. “Custom Storage” means a public cloud storage resource available through a third-party provider, in which Customer data will be stored in an S3 Bucket.
E. “Ramp-Up Period” is, unless stated otherwise for each applicable product or licence listed on the Contact Centre Services Order Form, the period of sixty (60) days starting on the Start Date set forth in the Contact Centre Services Order Form.
F. “S3 Bucket” means a series of file folders used to store objects consisting of data and its descriptive metadata.
G. “Seat” means a licence for a single named person or concurrent users that use the Contact Centre Services.
H. “Subscription Package” is a set of Contact Centre Services features and applications, as further defined in the Contact Centre Materials, that could be ordered as a bundle.
I. “Usage” means any charges incurred in connection with the use of Your Contact Centre Services, including, without limitation, local, long-distance, international, and toll-free minutes, charges, ports, and any products listed on the Contact Centre Service Order Form.
January 7, 2021
This Service Attachment is a part of the Master Services Agreement (the “Agreement”) that includes the terms and conditions agreed by the Parties under which RingCentral will provide to the Customer the RingCentral Contact Centre Servicesas described under the applicable Order Form.
In the event of any conflict between the provisions of the Agreement and the provisions of this Service Attachment, such provisions of this Service Attachment will prevail.
1. Service Overview
“RingCentral Contact Centre Services” is a contact centre solution consisting of inbound and outbound media routing, queuing, and distribution, and related services, applications, and features, whether included as part of a Subscription Package or ordered separately.
2. Billing and Payment
a. Billing.
Starting at the Start Date set forth in the Order Form, and until the end of the Term, You agree to pay for: a) the Contact CentreServices fees for at least the number of Seats set forth in the Contact Centre Services Order (as amended as permitted below) (a “CC Contract Seat”) based on the per Seat pricing set forth in the Contact Centre Services Order (the “CC Contract Seat Price”), as amended from time to time, regardless of the number of Seats being used; b) the fees for the number of licences set forth in the Contact Centre Services Order Form and any additional fees set forth in the Contact Centre Order form; and c) Usage, including overages related to data storage, ports or minutes (e.g. local, long-distance, international, and toll-free), charges, and any other applicable charges.
b. Adding New Contact Centre Contract Seats
You may add CC Contract Seats at any time either through a new Contact Centre Services Order or a written amendment executed by You and RingCentral. The Contact Centre Services fees related to these additional CC Contract Seats will be billed at the per Seat price set forth in the Contact Centre Order form. For the avoidance of doubt, You will be required to pay for Contact CentreServices fees related to these additional CC Contract Seats until the end of the Term.
c. Adding On-Demand Contact Centre Seats
At any time, You may utilise additional Seats with your Contact Centre Services on an as-needed basis (each, an “On-Demand CC Seat”). You will be billed for any Contact Centre Services at the rate of the CC Contract Seat Price plus twenty euro (€20) per month per Seat (the “On-Demand CC Price”) until You remove this On-Demand CC Seat from Your Contact Centre Services subscription (which You may do at any time in your discretion). Contact Centre Services fees for any On-Demand CC Seats will be charged for the full month, regardless of the number of days used. For each monthly billing period, You will be charged for the highest number of On-Demand CC Seats used within such billing period.
3. Contact Centre Services, Settings, and Modifications
The settings and preferences for your Contact Centre Services, including without limitation user rights, user skills, and permissions; routing, points of contact, scripts; registration Information; and activation of On-Demand CC Seats, among others, may be set and modified by those individuals whom You allow to have access to the web console (“Account Administrators”). The Customer acknowledges that the acts or omissions of the Account Administrators may result in additional charges or affect the Contact Centre Services. The Customer will be solely responsible for the acts or omissions and the impact on billable amounts of the Account Administrators.
4. Use of Contact Centre Services
You acknowledge and agree that all use of the Contact CentreServices shall be subject to this Service Attachment and theAgreement, including without limitation the use policies and data privacy policies in Sections 5 and 9. RingCentral understands and acknowledges their responsibility for the security of CardHolder Data (“CHD”) it may transmit on behalf of the Customer, including actions taken by RingCentral that may impact the security of the Customer’s Card Data Environment (“CDE”). In its efforts to safeguard CHD against unauthorised use, disclosure, modification, or impacts to RingCentral’s CDE RingCentral shall implement technical, administrative, and physical measures in accordance with PCI DSS requirements, as applicable. You acknowledge and agree that You are fully responsible and liable for all use of the Contact Centre Services, any software or hardware used in conjunction with the Contact Centre Services, and any and all fees and charges that are incurred as a result of such use. Notwithstanding anything to the contrary stated in the Agreement, the use of the Contact Centre Services shall be subject to the following terms:
a. NO 999/112 EMERGENCY SERVICE. YOU ACKNOWLEDGE AND AGREE THAT 999/112 EMERGENCY CALLS OR MESSAGES MAY NOT BE PLACED OR SENT THROUGH THE CONTACT CENTRE SERVICES, AND NO 999/112 CALLING OR SMS OR OTHER MESSAGING SERVICE IS OFFERED OR PROVIDED WITH THE CONTACT CENTRE SERVICES. YOU MUST MAKE AVAILABLE ALTERNATIVE ARRANGEMENTS TO PLACE 999/112 CALLS.
b. Customer 999/112 Emergency Notification Obligations. You represent, warrant, and covenant that: (i) You shall ensure that any person who might use the Contact Centre Services or be present at the physical location where any the Contact Centre Services might be accessed or used is fully informed and aware that he or she will not be able to place calls or send messages to 999/112 or other emergency response services through the Contact Centre Services; and (ii) You shall provide all of the foregoing parties with an alternate method by which to place such calls and, as applicable, to send such messages.
5. Custom Storage Election
Customer may elect to include Custom Storage as part of their Contact Centre Services, enabling Customer to store media files in their own S3 Bucket instead of the default Cloud Storage Bucket.
Custom Storage is subject to these limitations and conditions:
La présente Annexe Service fait partie intégrante du Contrat-cadre de services (ci-après le « Contrat-cadre » ou le « Contrat »), et énonce les conditions générales convenues entre les Parties et en vertu desquelles RingCentral fournira au Client les Services de Centre de Contact RingCentral, comme décrit dans le Bon de commande applicable.
En cas de conflit entre les stipulations du Contrat et celles de la présente Annexe, les stipulations de la présente Annexe prévaudront.
1. Présentation du Service
« Services de Centre de Contact RingCentral» est une solution decentre de contact qui comprend des applications de routage de médias entrants et sortants, de mise en attente, de distribution etde services connexes, ainsi que des services, applications et fonctionnalités associés, inclus dans le cadre d’un Abonnement ou dans des commandes séparées.
2. Facturation et paiement
a. Facturation
A partir de la Date de Début indiquée sur le Bon de Commande, et jusqu’à la fin de la Durée contractuelle, Vous acceptez de payer :a) les frais des Services de Centre de Contact pour au moins le nombre de Positions indiquées dans le Bon de commande de Services de Centre de Contact (tel que modifié comme autorisé ci-dessous) (« Position contractuelle de Centre de Contact (CC) ») basé sur le prix par Position indiqué dans le Bon de commande de Services de Centre de Contact (« Tarif de Position contractuelle de Centre de Contact CC ») tel que modifié de temps à autre, quel que soit le nombre de Positions utilisées ; b) les frais pour le nombre de licences indiqués dans le Bon de commande de Services de Centre de Contact et tous les frais supplémentaires indiqués dans le Bon de Commande de Centre de Contact ; et c) l’Usage, y compris les suppléments relatifs au stockage de données, aux ports, aux appels (locaux, longue distance, internationaux, gratuits), ainsi que tous autres frais applicables.
b. Ajout de nouvelles Positions contractuelles de Centre de Contact
Vous pouvez ajouter des Positions contractuelles de Centre de Contact CC à tout moment, soit par le biais d’un nouveau Bon de commande de Services de Centre de Contact , soit par le biais d’un avenant écrit et signé par Vous et RingCentral. Les frais de Services associés à ces Positions contractuelles CC supplémentaires seront facturés au prix par Position défini dans le de Bon de commande de Services de Centre de Contact. Afin d’éviter toute ambiguïté, Vous devrez payer les frais des Services de Centre de Contact liés aux Positions contractuelles CC supplémentaires jusqu’à la fin de la Durée contractuelle.
c. Ajout de Positions de CC à la demande
À tout moment, Vous pouvez utiliser des Positions supplémentaires pour Vos Services de Centre de Contact selon vos besoins (chacune une « Position CC à la Demande »). Vous serez facturé pour tout Service de Centre de Contact au Tarif de position contractuelle de Centre de Contact plus vingt euros (20 €) par Position contractuelle par mois (« Tarif CC à la demande »), jusqu’à la suppression de la Position de votre abonnement aux Services de Centre de Contact (ce que Vous pouvez faire à tout moment à votre entière discrétion). Les frais de Services de Centre de Contact pour toute Position CC à la Demande seront facturés pour le mois complet, quel que soit le nombre de jours d’utilisation. Pour chaque période de facturation mensuelle, Vous serez facturé d’après le nombre le plus élevé de Positions CC à la Demande utilisées au cours de la période de facturation concernée.
3. Paramètres et modifications des Services de Centre de Contact
Les paramètres et les préférences de vos Services de Centre de Contact, y compris, sans limitations, les droits d’utilisateur, les autorisations et permissions des utilisateurs ; le routage, les points de contact et les scripts ; les fichiers logs ; et l’activation des Positions CC à la Demande, entre autres, pourront être définis et modifiés par les personnes que Vous autorisez à avoir accès à la console web (les « Administrateurs de Compte »). Le Client reconnaît que les actes ou omissions des Administrateurs de Compte peuvent entraîner des frais supplémentaires ou affecter les Services de Centre de Contact. Le Client sera seul responsable des actes ou omissions et de leur impact sur les montants facturables des Administrateurs de Compte.
4. Utilisation des Services de Centre de Contact
Vous reconnaissez et acceptez que toute utilisation des Services de Centre de Contact sera soumise à la présente Annexe Service et au Contrat, y compris, et sans s’y limiter, aux politiques d’utilisation et de protection des données énoncées aux sections 5 et 9. RingCentral est responsable de la sécurité des Données du « CardHolder » (« CHD ») que RingCentral peut transmettre pour le compte du Client, ainsi que de celles des actions de RingCentralqui peuvent avoir un impact sur la sécurité de l’Environnement des Données Cartes du Client (« CDE »). Dans le cadre des moyens mis en œuvre par RingCentral pour protéger les Données du « CardHolder » de leur utilisation non autorisée, de leur divulgation, de leur modification, ou pour protéger l’Environnement des Données Cartes du Client, RingCentralimplémente des mesures techniques, administratives et physiques conformément aux normes PCI DSS applicables le cas échéant.Vous reconnaissez et acceptez être entièrement responsable à l’égard de toute utilisation des Services de Centre de Contact, de tout logiciel ou matériel utilisé en lien avec les Services de Centre de Contact, ainsi que de tous les frais découlant de cette utilisation. Nonobstant toute stipulation contraire mentionnée dans le Contrat, l’utilisation des Services de Centre de Contactsera soumise aux termes suivants :
a. ABSENCE DE SERVICES D’URGENCE (PAR EXEMPLE LE 999/112) VOUS RECONNAISSEZ ET ACCEPTEZ QUE LES APPELS OU MESSAGES VERS LES SERVICES D’URGENCE ( PAR EXEMPLE LE 999/112) NE PEUVENT ÊTRE NI COMPOSÉS NI ENVOYÉS PAR L’INTERMÉDIAIRE DES SERVICES DE CENTRE DE CONTACT, ET QU’AUCUN SERVICE D’APPELLE D’URGENCE (PAR EXEMPLE LE 999/112), SMS OU AUTRE SERVICE DE MESSAGERIE N’EST OFFERT NI FOURNI AVEC LES SERVICES DE CENTRE DE CONTACT. POUR PASSER DES APPELS D’URGENCE (PAR EXEMPLE LE 999/112), VOUS DEVEZ PRENDRE LES DISPOSITIONS ALTERNATIVES DISPONIBLES.
b. Obligations de notification d’appels d’urgence (par exemple le 999/112) au client. Vous déclarez, garantissez et vous engagez que : (i) Vous veillerez à ce que toute personne susceptible d’utiliser les Services de Centre de Contact sur le site où des Services deCentre de Contact sont accessibles ou utilisable soit pleinement informée et avertie qu’elle ne pourra pas composer d’appels ni envoyer de messages vers des services d’urgence exemple le 999/112 par le biais des Services de Centre de Contact ; et que (ii) Vous fournirez à toutes les parties susmentionnées un moyen alternatif leur permettant de composer de tels appels, et, le caséchéant, d’envoyer de tels messages.
5. Choix du Stockage Personnalisé
Le Client peut choisir d’inclure le service Stockage Personnalisé dans ses Services de Centre de Contact, lui permettant ainsi de stocker des fichiers media dans leur propre Bucket S3, au lieu duBucket du Stockage Cloud par défaut.
Le Stockage Personnalisé est soumis aux limitations et conditions suivantes :
- These conditions apply at the Business Unit level with no tailored permissions applied to individuals or groups
- All recordings must be played directly on the RingCentral Contact Centre platform
- A minimum of one RingCentral Contact Centre Seat licence must be retained at all times to access and play recordings from the S3 Bucket
- Files cannot be played directly from S3 Bucket
- There is no bulk export option for any recordings from S3 Bucket
- There are no custom file naming conventions
- All files are encrypted within the client provided S3 Bucket
- There is no error checking between RingCentral Contact Centre and Amazon S3
- There is no defined timetable for Time to Live (TTL) at this time
- There is no migration of recordings from previous storage solutions to Custom Storage
- Encrypted files cannot be moved to another S3 Bucket
- Changes made to the S3 Bucket will disable the ability to listen to recordings through RingCentral Contact Centre platform
- Custom Storage is deployable via template method only, and deviation from the deployed template is not supported. This includes, but is not limited to:
Changing security profile and settings
Changing any coding to target different Buckets
Changing of any file names (this may be redundant)
- Ces conditions sont applicables au niveau de la Business Unit sans autorisations sur-mesure pour les individus ou les groupes ;
- Tous les enregistrements doivent être lus directement sur la Plateforme de Centre de Contact de RingCentral ;
- Un minimum d’une Position de licence du Centre de Contact RingCentral doit être retenue en permanence pour avoir accès et pour lire les fichiers du Bucket S3 ;
- Les fichiers ne peuvent pas être lus directement depuis le Bucket S3 ;
- Il n’y a pas d’option d’export en masse depuis le Bucket S3, et ce pour tout fichier ;
- Il n’y a pas de conventions de nommage sur-mesure des fichiers les fichiers ;
- Tous les fichiers sont chiffrés dans le Bucket S3 fourni par le Client ;
- Il n’y a pas de détection d’erreur entre le Centre de Contact RingCentral et Amazon S3 ;
- Il n’y a pas, actuellement, de calendrier prévisionnel pour le Time to Live (TTL) ;
- Il n’y a pas de migration d’enregistrements depuis les solutions de stockage précédentes vers le Stockage Personnalisé ;
- Les fichiers chiffrés ne peuvent être déplacés vers un autre Bucket S3 ;
- Les changements apportés au Bucket S3 rendront impossible la lecture d’enregistrements dans la plateforme de Centre de Contact RingCentral ;
- Le Stockage Personnalisé est déployé via un modèle de méthode unique, et tout écart vis-à-vis de ce modèle n’est pas supporté. Cela inclut, mais n’est pas limité à :
Le changement de sécurité profil et des paramètres de sécurité;
Le changement de tout codage en vue de cibler des Buckets différents;
Le changement de tout nom de fichier (ceci peut être redondant).
- 6. DefinitionsTerms used herein but not otherwise defined have the meanings ascribed to them in the Agreement. For purposes of this Service Attachment, the following terms have the meanings set forth below:
- A. “Cloud Storage” means storage of data or call recordings within the RingCentral Contact Centre Platform, or a RingCentral Contact Centre Internal File Transfer Protocol server. Recordings may then be accessed through the RingCentral Contact Centre Platform, and Time to Live may be set up to delete recordings after a certain amount of days.
- D. “Custom Storage” means a public cloud storage resource available through a third-party provider, in which Customer data will be stored in an S3 Bucket.
E. “S3 Bucket” means a series of file folders used to store objects consisting of data and its descriptive metadata.
F. “Seat” means a licence for a single named person or concurrent users that use the Contact Centre Services.
G. “Subscription Package” is a set of Contact Centre Services features and applications, as further defined in the Contact Centre Materials, that could be ordered as a bundle.
August 9, 2021