Genesys Cloud End User Agreement

User: a person authorized (i) by the customer; and (ii) received user identification and password from the customer for access to Genesys Cloud Services on behalf of the customer. A user may be a user designated as described in the order of services. Agent: Customer users who pick up and make calls through a call center. Communication channels: data communication and voice communications channels provided by one or more telecommunications service providers for use with Genesys Cloud Services. Simultaneous user: The maximum number of unique user IDDS registered on geness Cloud Services at a certain geographic region (USA, EU, AP) for a given month, at a certain interval of minutes (US, EU, AP) for a specific feature (Inbound Voice, Email, Chatbound Out Voice, Supervisor). Use for simultaneous users is calculated and billed separately for each geographic region. If the same user ID is connected to Genesys Cloud Services in multiple geographic regions for the same functionality over the course of a month, that user ID is counted as a simultaneous user in each of those regions. Simultaneous users exclude all user IDDS used by Genesys for testing purposes, but include all user identifiers used by the customer for testing purposes. Contract value: the customer`s minimum monetary obligation under a service order for the Genesys Cloud Service. Data security incident: a confirmed intrusion into the technical environment of Genesys Cloud Services, which leads to unauthorized access or use of customer data.

Port enabled: A statically configured Genesys cloud service port that allows a customer to use the port, whether used or not. Enabled user: The total number of unique user IDDS that have registered with Genesys Cloud Services in a given geographic region (UNITED States, EU, AP) for a specific function (Inbound Voice, Email, Chat, Outbound Voice, Supervisor) at least once a month. Use for activated users is calculated and billed separately for each geographic region. If, for a given month, the same user identifier that is connected to Genesys Cloud Services in multiple geographic regions for the same feature is counted as an activated user in each of those regions during that month. Enabled users exclude all user IDs used by Genesys for testing purposes, but include all user identifiers used by the customer for testing purposes. Equipment: Third-party product provided on a pass-through basis without a guarantee from Genesys. Feature: Genesys cloud services components along with other agent seats that the customer subscribes to in a service order. IVR: interactive voice response.

Minimum monthly charges: the minimum monthly fee, set in a service order, which defines the amount of the customer`s obligation to purchase that the customer must pay genesys for the duration of the subscription; Royalties that exceed the minimum monthly fee over one period do not reduce the minimum requirements for another period.

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