Service description

Conversations is INFOBIP’s contact center service, which enables engagement in conversations with End-Users over multiple channels.

Conversations is available either as a web interface (Conversations Full solution), mobile app or over HTTP API (Conversations API), with the following functionality: Conversation threading, Conversation management: queue and routing management, agent assignment, resolution management, history overview.

Conversations Full solution

CLIENT shall be granted a package of Monthly Active Agents (MAA) and be charged a monthly fee for the same.

CLIENT shall be prohibited from using Named User Licences for more than 1 (one) concurrent session.

Named User Licences cannot be transferred from one user to another and shared simultaneously by more users. A user is anyone that has access to Conversation product, for example: admin, supervisor, agent, or any other role.

Named User Pricing is billed at the first of each month. The number of seats is calculated as the number of users associated with your account that have access to any part of the Conversations product. If a new user is provisioned within the month, an additional seat will be billed at the time of provisioning.

Users added during the month will be charged for the full cost of the user and not be prorated.

When selecting Named User Pricing, the initial charges for the first month will be prorated based on the day of the transfer.

Client shall be billed for the maximum concurrent users each month. For example, deprovisioning and then re-adding a user would not incur an extra charge.

CLIENT shall, in addition to MAA package, be charged separately per Chargeable Event of the channel(s) that CLIENT chooses to use from the list of those mentioned below.

Additional Services such as, but not limited to, Long and Short Numbers, Setup Fees, IP Addresses and other(s) are not included in the price and will be charged separately.

Packages of services that the CLIENT opted for shall be regulated either via incorporation by reference (online) or in Schedule 2 – Business proposal of Master Services Agreement.

Other particulars:

“Monthly Active Agents (MAA)” is the number of named user license that were used within the month. A user is anyone that has access to Conversation product, example: admin, supervisor, agent or any other role.

“Named User Licence” means an exclusive licence assigned by INFOBIP to a single CLIENT representative in order to access and use INFOBIP’s Conversations UI.

CLIENT instructs INFOBIP to create profiles of CLIENT’s customers that are contacting the CLIENT in order to facilitate the categorization of the type of customers within CDP (Customer Data Platform).

In addition, the CLIENT authorizes INFOBIP to implement new features and optimize the Services the CLIENT uses. INFOBIP shall notify the CLIENT about the details of such new features or optimization, enabling the CLIENT the possibility to opt-out from such new features or optimization before they become effective.

Conversations API

CLIENT shall be granted a package of Monthly Active Conversations and be charged a monthly fee for it.

CLIENT shall, in addition to Active Conversations package, be charged separately per Chargeable Event of channel(s) that CLIENT chooses to use from the list of those mentioned below.

Additional Services such as, but not limited to, Long and Short Numbers, Setup Fees, IP Addresses and other(s) are not included in the price and will be charged separately.

Packages of services that the CLIENT opted for shall be regulated either via incorporation by reference (online) or in Schedule 2 – Business proposal of Master Services Agreement.

Other particulars:

“Monthly Active Conversations (MAC)” is the number of active conversations active within the month. An active conversation is a conversation having at least 1 message exchanged within the charged month. A conversation is a thread or container for messages exchanged between participants. Message involved in Active Conversation is either an inbound or outbound message exchanged between participants within one conversation.

Moments is INFOBIP’s service consisting of both web and API interfaces which enables the CLIENT to communicate with End-Users through different channels as well as segment, automate and analyze the audience and the communication.

CLIENT shall be granted a package ofMonthly Engaged Person and be charged a monthly fee for it.

In case the CLIENT goes over allotted Monthly Engaged Person limit in chosen package, the CLIENT shall be charged per additional Monthly Engaged Person.

CLIENT shall, in addition to Monthly Engaged Person, be charged separately per Chargeable Event of channel(s) that CLIENT chooses to use from the list of those mentioned below.

Additional Services such as, but not limited to, Long and Short Numbers, Setup Fees, IP Addresses and other(s) are not included in the price and will be charged separately.

Packages of services that the CLIENT opted for shall be regulated either via incorporation by reference (online) or in Schedule 2 – Business proposal of Master Services Agreement.

Other particulars:

“Moments” shall mean both individually and collectively the Services provided to Client under this agreement consisting of Broadcast, Events, Flow, People and Push / MAM.

“Monthly Engaged Person (MEP)“ shall mean any one End-user which in a period of one calendar month a) entered into at least one Flow session. An end user can be counted as an MEP only once per month, meaning a unique person can enter in an unlimited number of Flow campaigns in a single month, and will be still counted as one MEP.

INFOBIP’s Answers service is a platform for building, testing and deploying Chatbots, which enables automatization of the conversation with End-Users through different channels.

CLIENT shall be granted a package ofMonthly Active Sessions (MAS) and be charged a monthly fee for it.

In case the CLIENT goes over allotted MAS limit in chosen package, the CLIENT shall be charged additional Session charge.

CLIENT shall, in addition to the MAS package, be charged separately per Chargeable Event of channel(s) that CLIENT chooses to use from the list of those mentioned below.

Additional Services such as, but not limited to, Long and Short Numbers, Setup Fees, IP Addresses and other(s) are not included in the price and will be charged separately.

Events feature is incorporated in Answers 

Packages of services that the CLIENT opted for shall be regulated either via incorporation by reference (online) or in Schedule 2 – Business proposal of Master Services Agreement.

Other particulars:

„Monthly Active Sessions (MAS)“ is the number of active sessions within the month.

“Session” shall mean the conversation which consists of multiple inbound and outbound messages between an End-user and the Chatbot. A session is triggered, and it gets created, by a message received from the End-user. Each session consists of multiple messages and is not limited by the number of messages exchanged. The session will be closed when: a) a pre-specified time (expressed in minutes) elapses from any message, from either side, with that message unanswered b) on successful operation of Chatbot c) session is transferred to an agent based on Chatbot  or an Agent request. The duration of such session timeout can be configured in Bot configuration, but it is limited to a maximum of 24  (twenty four) hours.

“Chatbot” means a computer program that simulates and processes written or spoken human conversations;

INFOBIP Services include a solution that shall enable the CLIENT to deliver mobile terminated SMS (SMS MT) and receive mobile originated messages (SMS MO) from the End Users of multiple mobile Network Operators worldwide through the Platform.

INFOBIP Services include:

a. Connectivity between CLIENT’s information system and the INFOBIP Platform;

b. Configuration of the Platform to receive traffic generated by CLIENT and the handling and routing of such SMS traffic, as well as traffic received from the Network Operators for the CLIENT (if applicable);

c. Billing of such SMS traffic processed by INFOBIP; and

d. Technical Support.

In the provision of the INFOBIP Services, and in addition to the provisions set forth under the Agreement, INFOBIP shall:

a. Ensure that connectivity between CLIENT’s information system and the Platform is tested and operational;

b. Route SMS traffic generated by CLIENT to available Network Operators;

c. Route SMS traffic originating from the Network Operator End Users to the CLIENT’s information system (if applicable);

d. Invoice CLIENT for all INFOBIP Charges relative to the provision of the INFOBIP;

e. Manage all contractual relationships with Network Operators to ensure the operability of the INFOBIP Services.

Without prejudice to the obligations of the CLIENT, CLIENT further undertakes to:

a. Provide all the configuration information through the proper completion of all technical forms provided by INFOBIP;

b. Ensure that its own information systems are properly configured to:

i. route SMS traffic to the Platform, and
ii. receive inbound traffic from the Platform (if applicable);

c. Ensure that an appropriate Service Request shall first have been received from the End User;

d. Create and maintain at its own expense an updated database containing respective Service Requests as well as OPT OUT/STOP Requests for End Users receiving each message processed by INFOBIP, and

i. Retain for the necessary period under the applicable law evidence that each message sent to that End User was sent in response to a Service Request that had been subject to proper validation;
ii. Provide such evidence to INFOBIP upon written request giving 5 days’ notice;

e. Ensure under no circumstances to send Unsolicited SMS (SPAM) to the messaging Platform;

f. Announce a larger volume of traffic a few days in advance; and

g. Fulfill all its payment obligations.

“MT Chargeable Event” means SMS sent by CLIENT to INFOBIP which is subject to Successful Submit by INFOBIP to destination Network Operator;

“MO Chargeable Event” shall mean SMS sent by the End User which is successfully accepted by INFOBIP Platform;

“Network Operator” means any company operating a GSM or CDMA-based mobile telephony network, offering mobile telephony services to its subscriber base;  

“Successful Submit” means INFOBIP accepts the SMS sent from the CLIENT and validate the SMS before submitting SMS for onward routing. INFOBIP shall return Successful Submit to the CLIENT to register SMS has been successfully submitted for routing and then delivered by Network Operator to End-User. SMS which does not pass INFOBIP’s validation tests is rejected and error message returned to the CLIENT and SMS not charged.

INFOBIP Services include a solution that shall enable the CLIENT to deliver mobile terminated MMS messages (MMS MT) and receive mobile originated MMS messages (MMS MO) from the End Users of multiple mobile Network Operators worldwide through the Platform.

INFOBIP Services include:

a. Connectivity between CLIENT’s information system and the INFOBIP Platform;

b. Configuration of the Platform to receive traffic generated by CLIENT and the handling and routing of such MMS traffic, as well as traffic received from the Network Operators for the CLIENT (if applicable);

c. Billing of such mms traffic processed by INFOBIP; and

d. Technical Support.

In the provision of the INFOBIP Services, and in addition to the provisions set forth under the Agreement, INFOBIP shall:

a. Ensure that connectivity between CLIENT’s information system and the Platform is tested and operational;

b. Route MMS traffic generated by CLIENT to available Network Operators;

c. Route MMS traffic originating from the Network Operator End Users to the CLIENT’s information system (if applicable);

d. Invoice CLIENT for all INFOBIP Charges relative to the provision of the INFOBIP;

e. Manage all contractual relationships with Network Operators to ensure the operability of the INFOBIP Services.

Without prejudice to the obligations of the CLIENT, CLIENT further undertakes to:

a. Provide all the configuration information through the proper completion of all technical forms provided by INFOBIP;

b. Ensure that its own information systems are properly configured to:

i. route MMS traffic to the Platform, and
ii. receive inbound traffic from the Platform (if applicable);

c. Ensure that an appropriate Service Request shall first have been received from the End User;

d. Create and maintain at its own expense an updated database containing respective Service Requests as well as OPT OUT/STOP Requests for End Users receiving each message processed by INFOBIP, and

i. Retain for the necessary period under the applicable law evidence that each message sent to that End User was sent in response to a Service Request that had been subject to proper validation;
ii. Provide such evidence to INFOBIP upon written request giving 5 days’ notice;

e. Ensure under no circumstances to send Unsolicited MMS (SPAM) to the messaging Platform;

f. Announce a larger volume of traffic a few days in advance; and

g. Fulfill all its payment obligations.

“MT Chargeable Event” means MMS sent by CLIENT to INFOBIP which is subject to Successful Submit by INFOBIP to destination Network Operator;

“MO Chargeable Event” shall mean MMS sent by the End User which is successfully accepted by INFOBIP Platform;

“Network Operator” means any company operating a GSM or CDMA-based mobile telephony network, offering mobile telephony services to its subscriber base;  

“Successful Submit” means INFOBIP accepts the MMS sent from the CLIENT and validate the MMS before submitting MMS for onward routing. INFOBIP shall return Successful Submit to the CLIENT to register MMS has been successfully submitted for routing and then delivered by Network Operator to End-User. MMS which does not pass INFOBIP’s validation tests is rejected and error message returned to the CLIENT and MMS not charged.

INFOBIP Services feature a solution that shall enable CLIENT to improve delivery rates of their traffic to mobile Network Operator subscribers worldwide, including (according to a service package assigned to the client):

a. Number availability;

b. Portability indication;

c. Roaming indication.

a. Number availability;

b. Portability indication;

INFOBIP Services include:

a. Connectivity between CLIENT’s information system and the INFOBIP Platform;

b. Configuration of the Platform to query available Network Operator Home Location Register (HLR) for such information;

c. Billing of such traffic processed by INFOBIP; and

d. Technical Support.

In the provision of the INFOBIP Services, and in addition to the provisions set forth under the Agreement, INFOBIP shall:

a. Ensure that connectivity between CLIENT’s information system and the Platform is tested and operational;

b. Route Number Lookup traffic generated by CLIENT to available Network Operators;

c. Invoice CLIENT for all INFOBIP Charges relative to the provision of the INFOBIP;

d. Manage all contractual relationships with Network Operators to ensure the operability of the INFOBIP Services.

Without prejudice to the obligations of the CLIENT, CLIENT further undertakes to:

a. Provide all the configuration information through the proper completion of all technical forms provided by INFOBIP;

b. Ensure that its own information systems are properly configured to route Number Lookup traffic to the Platform;

c. Use INFOBIP Service only for internal purposes without providing any received information to Third Parties;

d. Ensure that, in case of any SMS submission to the Subscriber Number, another SS7 MAP SRI_for_SM query will be performed before Forward Short Message (FSM) from the same GT as FSM;

e. In case of Network Operator complaint, provide logs indicating that before the SMS submission to the Subscriber Number that INFOBIP Service was used for, the SS7 MAP SRI_for_SM was directed to the Network Operator from the same GT as FSM; and

f. Fulfil all its payment obligations.

“Chargeable Event” means each Number Lookup Request submitted by INFOBIP to the Network Operator; 

“Network Operator” means any company operating a GSM or CDMA-based mobile telephony network, offering mobile telephony services to its subscriber base;

“Number Lookup Request” means the query to the Network Operator HLR database producing detailed information for a mobile number;

“SS7 MAP SRI_for_SM message” means Send Routing Information message;

“FSM” means Forward Short Message, which is part of GSM MAP protocol used for SMS content delivery to mobile device; 

“GT” means Global Title, a numbering system conforming to the International Telecommunications Union Telecommunications Standardisation Sector recommendation E.214, which is used to route information to appropriate nodes in a cellular radio system.

INFOBIP Services include a solution that shall enable the CLIENT to use local Numbers from multiple Network Operators worldwide for outbound and inbound communication with End Users.

INFOBIP Services include:

a. Provisioning of a Number with desired capabilities (limited by availability and local regulations) such as:

i. Support for SMS, MMS and/or Voice communication;
ii. Possibility to receive inbound traffic;
iii. Upon request of the CLIENT the possibility to be used as an SMS and/or MMS Originator and/or Voice Caller ID.

b. Configuration of the Number for inbound and outbound communication;

c. Billing of such Numbers and associated fees processed by INFOBIP; and

d. Technical Support.

In the provision of the INFOBIP Services, and in addition to the provisions set forth under the Agreement, INFOBIP shall:

a. Request necessary documents as mandated by the local regulations from CLIENT prior to Number provisioning;

b. Ensure that the Number is successfully provisioned and operational;

c. Manage all contractual relationships with Network Operators to ensure the operability of the INFOBIP Services;

d. Invoice CLIENT for all INFOBIP Charges relative to the provision of the INFOBIP.

Without prejudice to the obligations of the CLIENT, CLIENT further undertakes to:

a. Provide through completion of all registration and technical forms and requests provided by INFOBIP:

i. Registration information and authorization as mandated by the local regulations;
ii. Technical configuration information.

b. Ensure that procured Numbers shall be used in accordance with the local regulations;

c. Fulfill all it’s payment obligations.

“Number” means long number, toll-free number, or short code provisioned from Network Operators according to capabilities desired by the CLIENT;

“Setup Fee chargeable event” means a Number was provisioned according to the CLIENT request and set up on INFOBIP Platform;

“Recurring Fee chargeable event” means a regular payment for upkeep of the Number and keeping it reserved for the CLIENT;

“Network Operator” means any company operating a fixed line, GSM or CDMA-based telephony network, offering telephony services to its subscriber base;

Unless differently agreed in writing, any Numbers Infobip dedicates to CLIENT for the use of Infobip Services can be used exclusively for Infobip Services and shall not be registered for any service with providers other than Infobip. Even if such service offered by a different provider is not part of the Infobip portfolio, Infobip Numbers shall not be used.

INFOBIP Services features a solution that shall enable CLIENT to deliver emails through the Platform.

INFOBIP Services include:

a. Connectivity between CLIENT’s information system and the INFOBIP Platform;

b. Configuration of the Platform to receive email traffic generated by CLIENT and the handling and routing of such email traffic to Email Service Providers;

c. Billing of such Email traffic processed by INFOBIP; and

d. Technical support.

In the provision of the INFOBIP Services, and in addition to the provisions set forth under the Agreement, INFOBIP shall:

a. Ensure that connectivity between CLIENT’s information system and the Platform is tested and operational;

b. Route Email traffic generated by CLIENT to Email Service Providers;

c. Invoice CLIENT for all INFOBIP Charges )relative to the provision of the INFOBIP;

d. Manage all contractual relationships with Email Service Providers to ensure the operability of the INFOBIP Services; and

Without prejudice to the obligations of the CLIENT CLIENT further undertakes to:

a. Provide all the configuration information through the proper completion of all technical instructions provided by INFOBIP;

b. Ensure that its own information systems are properly configured to route email traffic to the Platform;

c. Create and maintain at its own expense a database of End-Users receiving each email message processed by INFOBIP;

d. Ensure under no circumstances to send Unsolicited Email (SPAM) to the messaging Platform;

e. Announce a larger volume of traffic a few days in advance; and

f. Fulfil all its payment obligations

“Chargeable Event” means Email sent by CLIENT to INFOBIP which is subject to Email Successful Submit by INFOBIP to destination Email Service Provider;

“Email” short for electronic mail, defined as messages sent via a system of telecommunication links between computers or terminals using dedicated software;

“Email Successful Submit” means INFOBIP accepts the Email sent from the CLIENT and validate the Email before submitting Email for onward routing. INFOBIP shall return Email Successful Submit to the CLIENT to register Email has been successfully submitted for routing. Email which does not pass INFOBIP’s validation tests is rejected and error message returned to the CLIENT and email not charged. Emails addresses sent by CLIENT to INFOBIP which are of invalid format or which are sent to invalid address shall upon submission to the Email Service Provider for the first time be charged and after receipt of error from Email Service Provider be included on suppression list. Any subsequent message sent by CLIENT to INFOBIP for email address on suppression list shall not be submitted and shall be subject to charge.   ,;

“Email Service Provider” means INFOBIP’s technology partner(s) used in the chain of delivery of Email messages;

“Network Operator” means Email Service Provider as defined above;

Consent – Emails (marketing emails/newsletters) may, in principle, only be sent to recipients who have provided their consent to this service (Opt-ln). The consent must comply with the following prerequisites:

On an exceptional basis, emails may also be sent to customers without explicit opt-in (see 1.1) under the following conditions:

Data collection by third parties (e.g. through co-sponsoring) – When using email addresses that the CLIENT has acquired from third parties, the following applies:

In the interest of clarity, it must be pointed out that the companies for whom the address data has been generated are not permitted to forward this address data to third parties without especially gaining a further consent declaration from the user

Design of the email – The contracting entity, that is the mailer’s contractual partner for a business-related mail, must be clearly identifiable. In every email sent, an easily recognizable legal notice (footer)must be contained as full text. The legal notice must contain the following details:

Further obligations to provide information in accordance with national laws are not affected

The option to revoke permission to send emails (Opt-out) must be indicated in every email.

Unsubscribing from emails must always be possible without the recipient having to know any access data (for example, login and password). Exceptions can be granted in individual cases if different handling is required due to certain particularities of the service offered.

The sender and the commercial nature of the message may not be obfuscated or concealed in the header and subject line of the email. An obfuscation or concealment occurs when the header and subject line have been intentionally designed such that the recipient, prior to viewing the content of the communication, receives either no information or misleading information about the actual identity of the sender or the commercial nature of the message.

INFOBIP Services features a solution that shall enable CLIENT to check validity of its email addresses database through usage of the INFOBIP Platform.

INFOBIP Services include:

a. Connectivity between CLIENT’s information system and the INFOBIP Platform;

b. Configuration of the Platform to receive queries about email addresses generated by CLIENT and the validation of such email addresses over Network Operator;

c. Billing of such email validations processed by INFOBIP; and

d. Technical support.

In the provision of the INFOBIP Services, and in addition to the provisions set forth under the Agreement, INFOBIP shall:

a. Ensure that connectivity between CLIENT’s information system and the Platform is tested and operational;

b. Route email validation queries initiated by the CLIENT to available Network Operator;

c. Invoice CLIENT for all INFOBIP Charges relative to the provision of the INFOBIP;

d. Manage all contractual relationships with ESP-s to ensure the operability of the INFOBIP Services.

Without prejudice to the obligations of the CLIENT, CLIENT further undertakes to:

a. Provide all the configuration information through the proper completion of all technical forms provided by INFOBIP;

b. Ensure that its own information systems are properly configured to route email validation requests to the Platform;

c. Announce a larger volume of traffic a few days in advance; and

d. Fulfil all its payment obligations.

“Chargeable Event” means Email validation request sent by CLIENT to INFOBIP which is subject to Successful Submit by INFOBIP to destination Network Operator;

“Successful Submit” means INFOBIP accepts the Email validation request sent from the CLIENT and validate the request before submitting Email validation request to Network operator. 

“Email validation request” means request sent by the CLIENT towards INFOBIP, consisting of email address to be checked. On receipt of such request on INFOBIP Platform INFOBIP shall route such request to Network Operator with requests that Syntax check, Role -Based check, Disposable email address check and Catch-all email address check be made. Upon receiving the reply from Network operator’s platform INFOBIP shall return to the CLIENT “YES” reply if email address is valid and existing, “NO” reply if email address is invalid or not found and “UNKNOWN” reply if the SMTP request could not be completed.

“Network Operator” means any company operating as an email service provider, offering email capabilities services to its subscriber base.

“Syntax check” means checking whether the email address is of the right format to be considered a valid email address

“Role-Based check” means checking whether the address belongs to physical person or it is an address associated with the company, department or a group of recipients instead of a real person

“Disposable email address” means temporary email addresses which are revoked after a set period of time

“Catch-all email address check” means checking whether email address has a catch -all configuration. Catch all configuration is such configuration where server is configured to accept all emails sent to the domain regardless if the specified mailbox exists.

INFOBIP Services (as defined in the Agreement) features a solution that shall enable CLIENT to deliver mobile terminated Service Messages to the Viber Platform through the INFOBIP Platform.

INFOBIP Services include:

In the provision of the INFOBIP Services, and in addition to the provisions set forth under the Agreement, INFOBIP shall:

Without prejudice to the obligations of the CLIENT , CLIENT further undertakes to:

“Chargeable Event” means Viber Messages sent by CLIENT to INFOBIP which is subject to successful delivery by INFOBIP to End -User.

“Session Chargeable Event” means each session initiated by the End-User within CSW. Viber defines a conversation as a fixed 24-hour session during which CLIENT can send up to 60 Session type messages. Only session-based message types will be billed per conversation rate once a session is in progress. All other message types can still be used within a session but will be billed at a regular rate. 

“Customer Support Window (CSW)” means period of 24 hours starting from the last Viber MO message received by the CLIENT through INFOBIP Platform, sent by Viber User using Viber App;

“Minimal Monthly Commitment fee (MMC)” means a fee applied to the CLIENT in a month, per each active sender (Service ID), for which the CLIENT will pay a prescribed monthly fee. In case the CLIENT sends more messages than included in the minimum monthly consumption, CLIENT will only be charged for the delivered messages.

“Viber” shall mean Viber Media S.a.r.l., a limited liability company (societe a responsabilite limitee) incorporated in the Grand Duchy of Luxembourg under number B184956 and whose principal place of business is at 2, rue du Fosse, L-1536 Luxembourg, Grand Duchy of Luxembourg;

“Viber App” shall mean a mobile first, platform developed by Viber that consists of a VoIP system, messaging service, groups and other means of interaction which can be installed on a mobile, tablet or desktop devices;

“Viber Platform” shall mean the server, hardware, software and other equipment that Viber uses in connection with performance or the Services;

“Viber Traffic” shall mean the CLIENT Services provided to CLIENT’s Viber Users via the Viber Platform and Viber App;

“Viber User” shall mean an End-User who has downloaded the Viber App to his device and has expressed its consent to receive Viber Traffic from Client.

“Network Operator” shall mean Viber as defined above.

CLIENT agrees and acknowledges specific traffic limitations may be imposed from time to time by Viber and, in turn, INFOBIP must apply the same to CLIENT in respect of the Viber Traffic. INFOBIP shall notify CLIENT about the same as soon as reasonably possible which notice shall be accompanied by a formal Viber document confirming the limitations.

At INFOBIP’s request, CLIENT shall submit to INFOBIP appropriate confirmation and evidence that any and all documentation such as agreements or other compliance materials requested by INFOBIP has been duly signed and executed by the CLIENT, particularly before access to the Service was given to Third Parties – such as, but not limited to Viber’s warranty letter, Data Processing Agreement, EULA or otherwise.

Viber Terms of Use:

CLIENT also accepts and acknowledges the below terms as issued and amended from time to time by Viber and to be also applied to CLIENT’s usage of the Viber Bot Service under this Agreement:

https://www.viber.com/en/terms/
https://developers.viber.com/docs/general/api-terms-of-service/
https://www.viber.com/terms/viber-advertising-policy/

USSD DEFINITION

Unstructured Supplementary Service Data (USSD) is a session-based protocol that transparently transports data between the network and the MS (Mobile Station). The communication over the radio interface takes place on the signaling channels using short dialogues. USSD facilitates message exchange between an MS and a service in the network by enabling interactive 2-way communication between End-user and applications.

USSD MESSAGES and USSD SESSION

USSD messages are up to 182 alphanumeric characters in length depending on the network on which the USSD service is being used. Unlike SMS (“Short Message Service”) messages, USSD messages create a real-time connection during a USSD session. The connection remains open, allowing a two-way exchange of multiple USSD messages. The connection that has been established in this way and available for the free data flow is called USSD session.

PROTOCOLS USED FOR USSD TRANSMISSION

GSM TS 02.30
GSM TS 02.90
GSM TS 03.38
GSM TS 03.90
GSM TS 04.08
GSM TS 04.80
GSM TS 04.90
GSM TS 09.02

ADDITIONAL CLIENT OBLIGATIONS

Without prejudice to the any other obligations of the CLIENT , CLIENT further undertakes that:

a) Perform maintenance and monitoring of the self-hosted application
b) Use the USSD service and short codes according to the rules imposed by the country within which the short codes are being used
c) Held responsible in front of local authorities in case of transmitting forbidden or unsolicited content through USSD channels

API

Support APIs:

XML (Infobip_USSD_Gateway_XML_API_V3.1)
REST/JSON (Infobip_USSD_Gateway_to_Third-party_Application_HTTP_REST_JSON_Web_Service_API_v3)

“Chargeable Event” means each USSD Session initiated by the CLIENT or any Third Party Provider;

“Network Operator” means any company operating a GSM-based mobile telephony network, offering mobile telephony services to its subscriber base;

INFOBIP Services features a solution that will enable CLIENT to deliver push notifications to the devices supported by Android or iOS Operating System. Usable solely as an integral part of INFOBIP’s SaaS product portfolio, as opposed to being offered as a standalone product which is not an option.

INFOBIP Services include:

In the provision of the INFOBIP Services, and in addition to the provisions set forth under the Agreement, INFOBIP shall:

Without prejudice to the obligations of the CLIENT (Section 5 of the Agreement), CLIENT further undertakes to:

“Registered device” means a device with the downloaded applications which contains SDK.

“Network Operator” are Google Cloud Messaging (GCM) system, Apple Push Notifications Service (APNS) and Windows Push Notification which are in charge for delivering push notifications to Android and iOS platforms.

“Push notifications” are messages which are sent over the Internet Protocol to the end users smartphone. They are  targeting the application which is previously installed by end user on the smartphone.

“SDK” or “Software Development Kit” is software which the CLIENT has to download and adjust in cooperation with INFOBIP, in order for mobile app and INFOBIP Platform to be synchronized and to allow for uninterrupted transmission of Push Notifications;

“Successful Submit” means INFOBIP accepts the push notifications sent from the CLIENT and validates it before submitting push notification to the Cloud Vendor. INFOBIP shall return Successful Submit to the CLIENT to report that push notification processing has been successfully initiated. Push notifications which does not pass INFOBIP’s validation tests are rejected and error message returned to the CLIENT;

INFOBIP Services features a solution that shall enable CLIENT to deliver mobile terminated Standard and Subscription Messages to the Messanger Platform through the INFOBIP Platform as well as processing messages received from Messenger Platform. Usable solely as an integral part of INFOBIP’s SaaS product portfolio, as opposed to being offered as a standalone product which is not an option.

INFOBIP Services include:

a. Connectivity between CLIENT’s information system and the INFOBIP Platform

b. Configuration of the INFOBIP Platform to receive Messenger traffic generated by CLIENT and the handling and routing of such traffic to the Messenger Platform

c. Billing of such Messenger traffic processed by INFOBIP; and

e. Technical support

In the provision of the INFOBIP Services, and in addition to the provisions set forth under the Agreement, INFOBIP shall:

a. Ensure that connectivity between CLIENT’s information system and the INFOBIP Platform is tested and operational;

b. Route Facebook traffic generated by CLIENT to the Messenger Platform;

c. Invoice CLIENT for all INFOBIP Charges relative to the provision of the INFOBIP;

d. Manage connectivity with Messenger to ensure operability of the INFOBIP Services.

Without prejudice to the obligations of the CLIENT, CLIENT further undertakes to:

a. Provide all the configuration information through the proper completion of all technical and contractual forms provided by INFOBIP

b. Ensure that its own information systems are properly configured to route Messenger traffic to the INFOBIP Platform;

c. Create and maintain at its own expense a database of Messenger Users receiving each Service and Subscription message processed by INFOBIP;

d. Ensure under no circumstances to send Unsolicited Service Messages (SPAM) to the messaging Platform;

e. Announce a larger volume of traffic a few days in advance; and

f. Fulfill all its payment obligations

“Active User” means any End User which has been subject to Successful Receipt of at least one notification from CLIENT via the Services under this Agreement in a reference month;

“Chargeable Event” means Active User;

“Network Operator” means Facebook as defined below;

“Facebook” shall mean Facebook Inc, a company incorporated in the United States and whose registered office is situated at 1 Hacker Way, Menlo Park, California 94025;

“Successful Receipt” means notifications sent from CLIENT to INFOBIP and validated before submitting to the Facebook Platform that have been confirmed as delivered to the end-user’s handset;

“Messenger Platform” means the platform and associated systems, network connection and interfacing capabilities used and operated by Facebook;

CLIENT also accepts and acknowledges the below terms as issued and amended from time to time by Meta and to be also applied to CLIENT’s usage of the Messenger Service under this Agreement.

Platform to Business Notice

(found at https://www.facebook.com/legal/platformtobusinessnotice)

Meta Platform Terms

(found at https://developers.facebook.com/terms)

INFOBIP Services features a solution that shall enable CLIENT to deliver mobile terminated Standard and Subscription Messages to the Telegram Platform through the INFOBIP Platform as well as processing messages received from Telegram Platfrom. Usable solely as an integral part of INFOBIP’s SaaS product portfolio, as opposed to being offered as a standalone product which is not an option.

INFOBIP Services include:

In the provision of the INFOBIP Services, and in addition to the provisions set forth under the Agreement, INFOBIP shall:

Without prejudice to the obligations of the CLIENT, CLIENT further undertakes to:

“Active User” means any End User which has been subject to Successful Receipt of at least one notification from CLIENT via the Services under this Agreement in a reference month;

“Chargeable Event” means Active User;

“Network Operator” means Telegram as defined below;

“Successful Receipt” means notifications sent from CLIENT to INFOBIP and validated before submitting to the Telegram Platform that have been confirmed as delivered to the end-user’s handset;

“Telegram” shall mean Telegram Messenger LLP, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ 5;

“Telegram Platform” means the platform and associated systems, network connection and interfacing capabilities used and operated by Telegram;

INFOBIP Services features a solution that shall enable CLIENT to deliver mobile terminated messages to the WhatsApp Business Platform through the INFOBIP Platform.

INFOBIP Services include:

In the provision of the INFOBIP Services, and in addition to the provisions set forth under the Agreement, INFOBIP shall:

Without prejudice to the obligations of the CLIENT, CLIENT further undertakes to:

“Chargeable Event” means any and all messages sent through the WhatsApp Business Platform and which will be charged on a per conversation basis. WhatsApp defines a conversation as a fixed 24-hour session of unlimited messaging between the End User and the Client.

“Templated message” means a message sent by the CLIENT that is used to initiate conversations with End Users. Each Templated message must be approved by WhatsApp before it can be used. Also, Templated message can be sent to End User only if End User consented to receiving messages from the CLIENT (opt-in).

There are three business-initiated conversation categories (Templated messages, all of which require End User opt-in):

“Free Form Message (FFM)” means any message sent by the CLIENT to WhatsApp User using WhatsApp App over INFOBIP Platform, during the Customer Support Window;

A separate conversation category is service conversations – all user-initiated conversations will be categorized as service conversations, which help customers resolve inquiries.

Conversation charges will be based on the conversation category. When a Templated message is delivered, there will be a charge for that conversation category unless the message is delivered during an already open conversation in that category. For instance, if a utility conversation is open and a marketing template is delivered within that open conversation, then a new, separate marketing conversation is opened, and a marketing conversation charge is initiated.

Service conversations will still only be initiated when no other conversation window is open and a business responds to a user with a Free-Form Message within the 24-hour Customer Service Window.

“Customer Support Window (CSW)” means period of 24 hours starting from the last WhatsApp MO message received by the CLIENT through INFOBIP Platform, sent by WhatsApp User using WhatsApp App;

“Monthly Cloud sender fee” means monthly fee for sender hosted by Meta in Cloud API.

“Monthly Hosted sender fee” means monthly fee for sender provided via WhatsApp On-Premise API, whose installation is hosted, managed and upgraded by Infobip.

“Network Operator” means WhatsApp as defined below;

“WhatsApp” shall mean WhatsApp Inc., a limited liability company incorporated in the United States of America and whose principal place of business is at 1601 Willow Road, Menlo Park, CA 94025, United States;

“WhatsApp App” shall mean a mobile first, platform developed by WhatsApp that consists of a VoIP system, messaging service, groups and other means of interaction which can be installed on mobile devices;

“WhatsApp Business Platform” shall mean the server, hardware, software and other equipment that WhatsApp uses in connection with performance or the Services;

“WhatsApp MO Message” means each message sent by the WhatsApp user using WhatsApp App through INFOBIP Platform to the CLIENT;

“WhatsApp Traffic” shall mean the CLIENT Services provided to CLIENT’s WhatsApp Users via the WhatsApp Business Platform and WhatsApp App;

“WhatsApp User” shall mean an End-User who has downloaded the WhatsApp App to his/her device and has expressed its consent to receive WhatsApp Traffic from CLIENT. Each WhatsApp user is defined by the MSISDN used to register in WhatsApp App.

WhatsApp Terms of Use:

CLIENT also accepts and acknowledges the below terms as issued and amended from time to time by WhatsApp and to be also applied to CLIENT’s usage of the WhatsApp Service under this Agreement.

WhatsApp Business Solution Policy (found at  https://www.whatsapp.com/legal/business-policy)

WhatsApp Business Solution Terms (found at https://www.whatsapp.com/legal/business-solution-terms)

WhatsApp Pricing Terms:

The pricing terms for WhatsApp services shall be as provided in Business proposal in corresponding Schedule of the Master Services Agreement.

Any form of reselling of the WhatsApp Service shall be allowed exclusively if prior written consent from INFOBIP is obtained.

„Tech Providers“ are businesses that have a legitimate need to access business data owned by other businesses in order to provide services or functionality to those businesses.

As per the Meta Tech Provider Program, Tech Providers will be able to onboard on the WhatsApp Business Platform either:

(a) directly through Meta or

(b) via Infobip

In the event Tech Provider opts to go directly through Meta („Meta Onboarding“) any terms, conditions and rules governing such onboarding will be taken care of between Tech Provider and Meta. Infobip shall have no obligations, roles or liabilities intowards the Meta Onboarding process or the relationship between Meta and the Tech Provider thereafter (such as but not limited to – payments).

Those Tech Providers that choose to onboard the WhatsApp Business Platform via Infobip („Infobip Onboarding“) will have the terms, conditions and rules agreed with Infobip in writing.

Some of the differences between the two models of onboarding may include the below, the list however is strictly representative and not exhaustive:

In any event, the Tech Providers agrees to be bound by the WhatsApp Business Solution Terms (currently available at: https://www.whatsapp.com/legal/business-solution-terms), which incorporates without limitation, the WhatsApp Business Terms of Service (currently available at https://www.whatsapp.com/legal/business-terms/) (collectively, the “TOS”), as varied by these Terms. For clarity, except as expressly stated herein, the TOS applies unchanged and in full force and effect. In the event of any conflict or inconsistency between the provisions of these Terms and the provisions of the TOS, the provisions of these Terms will control, but only to the extent of such conflict or inconsistency.

Before onboarding any new clients, Tech Providers must (a) notify WhatsApp in writing (in the format and medium as directed by WhatsApp) of the name, address, and the nature of services to be provided by such client in connection with Tech Provider’s proposed integration; (b) receive WhatsApp’s approval in writing (email will suffice) of the proposed client (which may be granted or withheld in WhatsApp’s sole discretion); and (c) provide written evidence to WhatsApp that the client has satisfied any compliance checks WhatsApp may require (in its’ sole discretion).

Tech Provider may only use and access the WhatsApp Business Solution (including messages) on behalf of client and at the direction of and in compliance with the obligations between Tech Provider and the Solution Provider and/or Client (as applicable) that engaged Partner, and otherwise in a manner consistent with the TOS. “Solution Provider” means a solution provider that has undergone WhatsApp’s compliance checks and is authorized by WhatsApp to deploy the WhatsApp Business Solution as a service provider on behalf of its Clients and may be described as either “Solution Provider” or “Service Provider”. If (a) these Terms are terminated, (b) Tech Provider agreement with a Client is terminated, or (c) Tech Provider has directly onboarded a Client to the WhatsApp Business Solution and such Client requests that Tech Provider migrates its WABA to a Solution Provider or to assume control of its WABA, Tech Provider must reasonably and in a timely manner (not to exceed thirty (30) days following such notice of termination or such Client’s request and, with respect to (a) and (b), only to the extent required to ensure that the Clients are not adversely affected and as long as such wind-down period is not prohibited under applicable Laws) during and after the Term support the applicable Client’s migration to a Solution Provider or to enable such Client to assume control itself (as instructed by Client), and Tech Provider must promptly delete any WABA data and information from Tech Provider’s systems, unless either Infobip, WhatsApp and/or Client have instructed Tech Provider otherwise.

CLIENT accepts and acknowledges the below terms as issued and amended from time to time by Meta and to be also applied to CLIENT’s usage of the Instagram Service under this Agreement.

Instagram Terms of Use

Found at  https://www.facebook.com/help/instagram/581066165581870/?helpref=hc_fnav

New Terms of Use go into effect on 12 January

Found at https://help.instagram.com/1025863915080220?helpref=faq_content&fbclid=IwAR0s_s-u4FNonLPia1AFpulJdNbOzdCi6zu-QvsISRdT-kFy37nS2pDHRkA

Platform to Business Notice

Found at https://www.facebook.com/legal/platformtobusinessnotice

Meta Platform Terms

Found at https://developers.facebook.com/terms

Infobip Calls services enable the CLIENT to design and execute Client Applications that can generate outbound calls to one or more destination numbers (subscriber numbers of landline or mobile telephony, SIP destinations or webRTC destinations) or to receive inbound calls to Voice number from End-User. Calls can be moved into conference calls by using the provided methods.

Once calls are created or answered, the CLIENT’s application can use the Calls services to perform actions in these calls, such as:

Upon creation of new outbound calls or reception of new inbound calls by the CLIENT Application, and for actions performed in the call by using the Infobip Calls services, INFOBIP will generate and send informational events to the CLIENT Application to confirm the proper execution of the requested actions or to signal error conditions. INFOBIP shall not be responsible for the cases where such informational events cannot reach the CLIENT Application due to connectivity issues.

Pre-defined actions that the CLIENT will be able to choose from shall depend on the supported features of INFOBIP Platform.

INFOBIP shall not be responsible for the cases where the command signal inputted by the End-User for capturing DTMF or speech does not reach INFOBIP Platform due to the connectivity issues.

Calls Service comprises the following:

In the provision of the INFOBIP Services, and in addition to the provisions set forth under the Agreement, INFOBIP shall:

Without prejudice to the obligations of the CLIENT, CLIENT further undertakes to:

The CLIENT shall pay a monthly fee for each leased INFOBIP Voice Number, as agreed between the Parties, in accordance with this Agreement.

“Chargeable event” shall mean 60 seconds of each established call, answered by end user or answering machine or by CLIENT’s application, unless otherwise agreed between the parties.

“Client Application” is the system Client uses to operate Client services.

“Caller Id” means phone number of the End-User and / or phone number allocated by CLIENT to be shown to the End-User. Presentation of the caller ID shall depend on the Network Operator capabilities.

“Answering machine detection” means an optional add-on INFOBIP Service that detects whether machine or human has answered the call. It is additionally charged per request in case the call was answered.

“Voice Number” means a phone number leased by INFOBIP from Network Operators and subleased to CLIENT. CLIENT shall be allowed to use Voice number to receive Inbound call from End-Users or as a Caller ID on Outbound calls depending on the local telecom regulations in the market of interest.

“Outbound call” means a call initiated by the CLIENT which INFOBIP Platform shall route to Network Operator in order to be terminated towards the End-User.

“Inbound call” means a call initiated by End-User to Voice Number. Such call, Network operator shall route to INFOBIP Platform. Once INFOBIP Platform registers the call routed by Network Operator, INFOBIP shall process the call, in accordance to the CLIENT’s configuration setup.

“Network Operator” means any company operating a GSM-based mobile and landline telephony network, offering mobile telephony services to its subscriber base.
“Conference call” means the ability to join several inbound or outbound calls together, where every participant can hear and be heard by all other participants. It is additionally charged per participant per minute when such conference room has 3 or more participants.

“Speech capture” and “Transcription” means the ability to identify words spoken aloud in an inbound or outbound call and convert them into readable text. It is additionally charged per 15 seconds unless otherwise agreed between the parties.

Infobip WebRTC represent call, implemented using InfobipRTC SDK, that is ether initiated from Client’s web or mobile application by end-user or answered from Client’s web or mobile application by end-user. 

Call initiated from Client’s web or mobile application by the end-user trough InfobipRTC SDKs, in accordance with client configuration, can be terminated in one of the following ways: 

Calls that are in accordance with configuration terminated inside Client’s web or mobile application trough Infobip provided SDKs and answered by the application end-user, are initiated in one of the following ways:

Service configuration is available using Customer Portal, alternatively INFOBIP account manager shall, upon request by the CLIENT, implement configuration on CLIENT’s behalf in INFOBIP Platform.

INFOBIP Services include:

In the provision of the INFOBIP Services, and in addition to the provisions set forth under the Agreement, INFOBIP shall:

Without prejudice to the obligations of the CLIENT, CLIENT further undertakes to:

“Chargeable Event” shall mean 60 seconds of each established call, answered by end user or answering machine, unless otherwise agreed between the parties. 

“Client Platform” is the system Client uses to operate Client services.

“SDK” or “Software Development Kit” is software which the CLIENT has to download and adjust in cooperation with INFOBIP, in order for mobile app and INFOBIP Platform to be able to establish call.

“Voice Number” means a phone number leased by INFOBIP from Network Operators and subleased to CLIENT. CLIENT shall be allowed to use Voice number to receive Inbound call from End-Users or as a Caller ID on Outbound calls depending of the local telecom regulations in the market of interest.

“Inbound call” means a call initiated by End-User to Voice Number. Such call, Network operator shall route To INFOBIP Platform. Once INFOBIP Platform registers the call routed by Network Operator, INFOBIP shall process the call, in accordance to the CLIENT’s configuration setup.  

“Network Operator” means any company operating a GSM-based mobile and landline telephony network, offering mobile telephony services to its subscriber base.

“Static-Public IP address” means is a permanent number assigned to a device, by an IP address service provider globally reachable over Internet, which CLIENT has to procure on his own behalf.

Infobip Call link service enables CLIENT to generate a web link (URL), on which, by clicking on it, end-users would be able to get in the audio or video call with Client Platform on the other side.

Underlying technology that is used is Infobip WebRTC, which is implemented using InfobipRTC SDK on CLIENT’s side. End-users do not need to have any SDK implementation on their devices.

Call link service comprises the following:

In the provision of the INFOBIP Services, and in addition to the provisions set forth under the Agreement, INFOBIP shall:

Without prejudice to the obligations of the CLIENT, CLIENT further undertakes to:

“Chargeable Event” shall mean 60 seconds of each established call.

“Client Platform” is the system Client uses to operate Client services.

“SDK” or “Software Development Kit” is software which the CLIENT has to download and adjust in cooperation with INFOBIP, in order for mobile app and INFOBIP Platform to be able to establish call.

Infobip Voice Messages services enables the CLIENT to initiate outbound calls to one or more destination numbers (subscriber numbers of landline or mobile telephony) and, on establishment of the call, play a pre-recorded or text-to-speech converted audio file. Upon such call being established and pre-recorded or text-to-speech converted audio file been played, the End-User shall have an option of inputting command, that will be sent back to INFOBIP Platform. As a as a result of received command one of the options that the CLIENT has pre-defined on INFOBIP Platform will be executed. Pre-defined options that the CLIENT will be able to choose from shall depend on the supported features of INFOBIP Platform. INFOBIP shall not be responsible for the cases where the command signal inputted by the End-User does not reach INFOBIP Platform due to the connectivity issues.

Voice Service comprises the following:

“Chargeable event” shall mean 60 seconds of each established call, answered by end user or answering machine, unless otherwise agreed between the parties. 

The CLIENT shall pay a monthly fee for each leased INFOBIP Voice Number, as agreed between the Parties, in accordance with this Agreement.

 “Caller Id” means phone number of the End-User and / or phone number allocated by CLIENT to be shown to the End-User. Presentation of the caller ID shall depend on the Network Operator capabilities;

“Network Operator” means any company operating a GSM-based mobile and landline telephony network, offering mobile telephony services to its subscriber base; 

“Answering machine detection” means an optional add-on INFOBIP Service that detects whether machine or human has answered the call. It is additionally charged per request in case the call was answered.

“Voice Number” means a phone number leased by INFOBIP from Network Operators and subleased to CLIENT. CLIENT shall be allowed to use Voice number to receive Inbound call from End-Users or as a Caller ID on Outbound calls depending on the local telecom regulations in the market of interest.

“Outbound call” means a call initiated by the CLIENT which INFOBIP Platform shall route to Network Operator in order to be terminated towards the End-User.

Infobip IVR (Outbound IVR) services enable the CLIENT to initiate outbound calls to one or more destination numbers (subscriber numbers of landline or mobile telephony) or to receive inbound calls to Voice number from End-User (Inbound IVR). Upon establishment of the call, the previously created IVR scenario is being executed. In the IVR scenario CLIENT has pre-defined options to be executed, such as play a pre-recorded or text-to-speech converted audio file, forward the call, contact CLIENT’s platform URL, or record End-User’s feedback. Upon such a call being established, End-User can have an option of inputting command, that will be sent back to INFOBIP Platform. As a as a result of received command one of the options that the CLIENT has pre-defined on INFOBIP Platform will be executed. Pre-defined options that the CLIENT will be able to choose from shall depend on the supported features of INFOBIP Platform. INFOBIP shall not be responsible for the cases where the command signal inputted by the End-User does not reach INFOBIP Platform due to the connectivity issues.

IVR Service comprises the following:

“IVR” means Interactive Voice Response, that automates voice call processes for business. It provides CLIENT with a 2-way communication channel which allows interaction with your End-User during a call. IVR can be initiated by the CLIENT towards End-User (“Outbound IVR”) or by the End – User towards the Voice Number of CLIENT (“Inbound IVR”).

“Chargeable event” shall mean 60 seconds of each established call, answered by end user or answering machine, unless otherwise agreed between the parties. 

The CLIENT shall pay a monthly fee for each leased INFOBIP Voice Number, as agreed between the Parties, in accordance with this Agreement.

“Caller Id” means phone number of the End-User and / or phone number allocated by CLIENT to be shown to the End-User. Presentation of the caller ID shall depend on the Network Operator capabilities.

 “Network Operator” means any company operating a GSM-based mobile and landline telephony network, offering mobile telephony services to its subscriber base.

“Answering machine detection” means an optional add-on INFOBIP Service that detects whether machine or human has answered the call. It is additionally charged per request in case the call was answered.

“Voice Number” means a phone number leased by INFOBIP from Network Operators and subleased to CLIENT. CLIENT shall be allowed to use Voice number to receive Inbound call from End-Users or as a Caller ID on Outbound calls depending of the local telecom regulations in the market of interest.

“Inbound call” means a call initiated by End-User to Voice Number. Such call, Network operator shall route To INFOBIP Platform. Once INFOBIP Platform registers the call routed by Network Operator, INFOBIP shall process the call, in accordance to the CLIENT’s configuration setup. 

 “Outbound call” means a call initiated by the CLIENT which INFOBIP Platform shall route to Network Operator in order to be terminated towards the End-User.

Infobip Click to call service enables the CLIENT to initiate two outbound calls towards two destination numbers (subscriber numbers of landline or mobile telephony) and if answered, engage the called parties in to the conversation.

Order in which the number will be called is defined by Click to call solution design and Client’s request.

Service comprises the following:  

The CLIENT shall pay a monthly fee for each leased INFOBIP Voice Number, as agreed between the Parties, in accordance with this Agreement.

 “Chargeable event” shall mean 60 seconds of each established call, answered by end user or answering machine, unless otherwise agreed between the parties. 

“Caller Id” means phone number of the End-User and / or phone number allocated by CLIENT to be shown to the End-User. Presentation of the caller ID shall depend on the Network Operator capabilities;

“Network Operator” means any company operating a GSM-based mobile and landline telephony network, offering mobile telephony services to its subscriber base; 

“Answering machine detection” means an optional add-on INFOBIP Service that detects whether machine or human has answered the call. It is additionally charged per request in case the call was answered.

“Voice Number” means a phone number leased by INFOBIP from Network Operators and subleased to CLIENT. CLIENT shall be allowed to use Voice number to receive Inbound call from End-Users or as a Caller ID on Outbound calls depending of the local telecom regulations in the market of interest.

“Outbound call” means a call initiated by the CLIENT which INFOBIP Platform shall route to Network Operator in order to be terminated towards the End-User.

Number Masking is a solution that enables two parties using phone numbers (mobile or landline) to engage in a conversation over the phone without exposing their Caller ID to each other. Number Masking enables dynamic call forwarding of the inbound calls based on the response received from Client’s Platform. 

Once the call is received on Voice Number leased from Infobip by the Client, Infobip Number Masking platform sends HTTP request towards Client’s Platform with information about the received call. In a response, Infobip platform shall:

Inbound call gets bridged to the phone number received in the Client’s response described under b); however, Infobip shall not be held responsible should the call forwarding be delayed due to no or late response from Client’s Platform. 

Charging starts once the call is established, meaning either a) inbound call was forwarded to End-User and connection was established, or b) pre-recorded audio file is released to play.

Number Masking comprises the following:

The CLIENT shall pay a monthly fee for each leased INFOBIP Voice Number, as agreed between the Parties, in accordance with this Agreement.

“Chargeable Event” shall mean 60 seconds of each established call, answered by end user or answering machine, unless otherwise agreed between the parties. 

“Caller Id” means phone number of the End-User and / or phone number allocated by CLIENT to be shown to the End-User. Presentation of the caller ID shall depend on the Network Operator capabilities;

“Network Operator” means any company operating a GSM-based mobile and landline telephony network, offering mobile telephony services to its subscriber base;

“Dynamic call forwarding” shall mean such call forwarding where Infobip Number Masking Platform, prior to forwarding a voice call to destination number, sends a query requesting destination number to Client’s platform and Client’s platform returns response to Infobip Number Masking Platform;

“Infobip Number Masking Platform” is part of INFOBIP Platform that enables implementation of Number Masking solution

“Voice Number” means a phone number leased by INFOBIP from Network Operators and subleased to CLIENT. CLIENT shall be allowed to use Voice number to receive Inbound call from End-Users or as a Caller ID on Outbound calls depending of the local telecom regulations in the market of interest.

“Inbound call” means a call initiated by End-User to Voice Number. Such call, Network operator shall route To INFOBIP Platform. Once INFOBIP Platform registers the call routed by Network Operator, INFOBIP shall process the call, in accordance to the CLIENT’s configuration setup.

Infobip SIP Trunking service is comprised of Inbound and Outbound calls between the CLIENT’s voice platform, INFOBIP and other Network Operators.

Infobip SIP Trunking service enables the CLIENT :

Client Platform is integrated with Infobip Platform using SIP (Session Initiated Protocol).

SIP Trunking comprises the following:  

Infobip SIP Trunking services are designed to work generally with internet connections. If CLIENT’s internet service provider places restrictions on the usage of VoIP services, Infobip does not represent or warrant that use of the SIP Trunking service by the CLIENT is permitted by any or all of the internet service providers.

There may be other services with which Infobip SIP Trunking services may be incompatible. Some providers of broadband service may provide modems that prevent the transmission of communications using the SIP Trunking  Services. Infobip does not warrant that the SIP Trunking Services will be compatible with all broadband services and expressly disclaims any express or implied warranties regarding the compatibility of the Services with any particular broadband service.

Infobip SIP Trunking service is comprised of Inbound and Outbound calls between the CLIENT’s voice platform, INFOBIP and other Network Operators.

Infobip SIP Trunking service enables the CLIENT :

Client Platform is integrated with Infobip Platform using SIP (Session Initiated Protocol).

SIP Trunking comprises the following:  

Infobip SIP Trunking services are designed to work generally with internet connections. If CLIENT’s internet service provider places restrictions on the usage of VoIP services, Infobip does not represent or warrant that use of the SIP Trunking service by the CLIENT is permitted by any or all of the internet service providers.

There may be other services with which Infobip SIP Trunking services may be incompatible. Some providers of broadband service may provide modems that prevent the transmission of communications using the SIP Trunking  Services. Infobip does not warrant that the SIP Trunking Services will be compatible with all broadband services and expressly disclaims any express or implied warranties regarding the compatibility of the Services with any particular broadband service.

The CLIENT shall pay:

“Client Platform” is the system Client uses to operate Client services

“SIP protocol” Session Initiation Protocol (SIP) is a signalling protocol used for initiating, maintaining, modifying and terminating real-time sessions like voice calls over internet.

“SIP Trunk channel” is a line for a single call on the CLIENT SIP Trunk. If the CLIENT wants to make multiple simultaneous calls, the CLIENT will need a SIP Trunk channel for each of those concurrent calls.

“Chargeable event” shall mean 60 second of each established call, answered by end user or answering machine, unless otherwise agreed between the parties. 

“Caller Id” means phone number of the End-User and / or phone number allocated by CLIENT to be shown to the End-User. Presentation of the caller ID shall depend on the Network Operator capabilities.

“Network Operator” means any company operating a GSM-based mobile and landline telephony network, offering mobile telephony services to its subscriber base.

“Outbound call” means a call initiated by the CLIENT which INFOBIP Platform shall route to Network Operator in order to be terminated towards the End-User.

“Inbound call” means a call initiated by End-User to Voice Number. Such call, Network operator shall route To INFOBIP Platform. Once INFOBIP Platform registers the call routed by Network Operator, INFOBIP shall process the call, in accordance to the CLIENT’s configuration setup.

“IP address” means an identifying number for network hardware connected to a network. IP address allows a device to communicate with other devices over Internet. 

“Static-Public IP address” means is a permanent number assigned to a device, by an IP address service provider globally reachable over Internet, which CLIENT has to procure on his own behalf.

“Voice Number” means a phone number leased by INFOBIP from Network Operators and subleased to CLIENT. CLIENT shall be allowed to use Voice number to receive Inbound call from End-Users or as a Caller ID on Outbound calls depending of the local telecom regulations in the market of interest.

Where Infobip offers an “unlimited” channel plan for SIP trunk services (USA only), Fair Use Policy limits outbound minutes to 4,000 per SIP trunk channel per month. The calculation is the total outbound minutes in a billing cycle, divided by the total SIP trunk channels. CLIENT may not use unlimited channel plans to aggregate traffic across multiple businesses or customers or to resell service to other customers. Service Providers or Internet Telephony Service Providers (ITSPs) are prohibited from using unlimited channel plans. Should CLIENT exceed the Fair Use Policy for two consecutive months, all SIP trunks configured with unlimited plan may be disabled in  Infobip’s sole discretion

Auto-dialers, continuous call session connectivity, fax broadcasting, fax blasting, mass calling or any other blasting activities are not permitted with Infobip SIP Trunking services unless written approval is provided by Infobip. If Infobip has reasonable suspicion that Customer may be in violation of the foregoing prohibitions, Infobip in its sole discretion may take curative action that may result in the modification, suspension, or cancellation of CLIENT Services.

A Short Duration call is a completed call that is six (6) seconds or less in duration. The Short Duration percentage is defined as the number of Short Duration calls divided by the total number of completed calls. If Short Duration traffic is sent to Infobip, the number of Short Duration calls during any billing cycle must not exceed twenty (20) percent (“SD Threshold”).

Call Routing is INFOBIP’s service consisting of both web and API interfaces to enable the CLIENT to define resilient routing strategies for inbound calls.

Call Routing Service include:

“Chargeable event” shall mean 60 seconds of each established call, answered by end user or answering machine, unless otherwise agreed between the parties. 

“Client Platform” is the system Client uses to operate Client services.

“Voice Number” means a phone number leased by INFOBIP from Network Operators and subleased to CLIENT. CLIENT shall be allowed to use Voice number to receive Inbound call from End-Users or as a Caller ID on Outbound calls depending on the local telecom regulations in the market of interest.

“Caller Id” means phone number of the End-User and / or phone number allocated by CLIENT to be shown to the End-User. Presentation of the caller ID shall depend on the Network Operator capabilities.

“Network Operator” means any company operating a GSM-based mobile and landline telephony network, offering mobile telephony services to its subscriber base.

“Outbound call” means a call initiated by the CLIENT which INFOBIP Platform shall route to Network Operator in order to be terminated towards the End-User.

“Inbound call” means a call initiated by End-User to Voice Number. Such call, Network operator shall route to INFOBIP Platform. Once INFOBIP Platform registers the call routed by Network Operator, INFOBIP shall process the call, in accordance to the CLIENT’s configuration setup.

INFOBIP CNAM service can be used in two ways, both on INFOBIP USA Voice Numbers.

Namely, INFOBIP CNAM service enables the CLIENT:

INFOBIP CNAM comprises the following:  

The CLIENT shall pay:

“CNAM Storage” means the ability to assign a specific a calling name to an INFOBIP Voice Number used for placing Outbound calls.

“CNAM Delivery” means the ability to look up the calling name for inbound US domestic calls to an Infobip USA Voice Number

“Voice Number” means a phone number leased by INFOBIP from Network Operators and subleased to CLIENT. CLIENT shall be allowed to use Voice number to receive Inbound call from End-Users or as a Caller ID on Outbound calls depending of the local telecom regulations in the market of interest.

“Outbound call” means a call initiated by the CLIENT which INFOBIP Platform shall route to Network Operator in order to be terminated towards the End-User.

“Inbound call” means a call initiated by End-User to Voice Number. Such call, Network operator shall route To INFOBIP Platform. Once INFOBIP Platform registers the call routed by Network Operator, INFOBIP shall process the call, in accordance to the CLIENT’s configuration setup. 

Data Ownership. Customer acknowledges and agrees that the CNAM data in the Infobip databases (other than CNAM Data stored by Customer) and external databases remain the property of the persons or entities that made such CNAM data available in such databases, and that such persons or entities have complete control and authority over such CNAM data, including the power to add, delete, and modify such CNAM data, as well as the right to publish or to withhold the publishing of such CNAM data.

Use of Responses. The CLIENT agrees that Responses to its CNAM Delivery queries shall be used by the CLIENT only for the purpose of providing its CNAM Subscribers, on a per call basis, with the name of the person or entity (or other subscriber identifying information) associated with a line number in the CNAM database queried. To that end, the CLIENT agrees that no such response shall be assembled, sold, stored, cached, or used for any other purpose by the CLIENT or by any other person or entity, other than the CLIENT’s CNAM subscribers gaining access thereto through the CLIENT, without first obtaining the express written consent of Infobip and the entity owning the data in such response.

Confidentiality. The CLIENT agrees that any data it receives from responses under this Service Description shall be considered Confidential Information.

Infobip Additional Disclaimers of Warranty. Infobip shall require the owners of CNAM data that provide such CNAM data for storage in a Infobip database to use commercially reasonable efforts to ensure the accuracy of such CNAM data. Notwithstanding the foregoing, Infobip makes no warranty, either express or implied, as to the completeness or accuracy of CNAM data in the ANY Infobip Databases, supplemental databases, or external databases, and Infobip shall have no liability for the accuracy or inaccuracy of any such CNAM data.

Client Indemnifications. The CLIENT shall have an indemnification obligation for (a) any use by the CLIENT of any database Response received pursuant to this Service Description if such use is in material breach of this Service Description; and (b) any and all claims by the CLIENT’s CNAM subscribers relating to such improper use of such database responses.

Infobip Viber Business Calls services enable the CLIENT to receive voice calls from Viber users, where Viber users initiate such voice calls within their Viber application.

Viber Business Calls comprises the following:

In the provision of the INFOBIP Services, and in addition to the provisions set forth under the Agreement, INFOBIP shall:

Without prejudice to the obligations of the CLIENT, CLIENT further undertakes to:

The CLIENT shall pay a monthly fee for the VIBER VOICE NUMBER and inbound call traffic, as agreed between the Parties, in accordance with this Agreement.

“Inbound call” means a call initiated by a Viber End-User to a Viber Voice Number. For such call, VIBER shall route to INFOBIP Platform. Once INFOBIP Platform registers the call routed by VIBER, INFOBIP shall process the call, in accordance to the CLIENT’s configuration setup. 

“Chargeable event” shall mean 60 seconds of each established inbound call, answered by end user or by CLIENT’s application, unless otherwise agreed between the parties. 

“Recurring Fee chargeable event” means a regular payment for upkeep of the Viber Voice Number and keeping it reserved for the CLIENT.

“Viber Voice number” means a special number up to 10 digits long provisioned from Viber to capabilities desired by the CLIENT.

Unless differently agreed in writing, any Voice Voice Number Infobip dedicates to CLIENT for the use of Infobip Services can be used exclusively for Infobip Services and shall not be registered for any service with providers other than Infobip. Even if such service offered by a different provider is not part of the Infobip portfolio, Infobip Viber Voice Numbers shall not be used.

Infobip Voice Numbers – Forward to Phone Number / IP services means Inbound call made by End-User to Voice number and, in accordance with CLIENT’s configuration setup on INFOBIP platform, forwarding of the call to phone number designated by the CLIENT, Static-Public IP address designated by the CLIENT, respectively.

Service comprises the following:  

The CLIENT shall pay a monthly fee for each leased INFOBIP Voice Number, as agreed between the Parties, in accordance with this Agreement.

“Chargeable event” shall mean 60 seconds of each established call, answered by end user or answering machine, unless otherwise agreed between the parties. 

“Network Operator” means any company operating a GSM-based mobile and landline telephony network, offering mobile telephony services to its subscriber base; 

“IP address” means an identifying number for network hardware connected to a network. IP address allows a device to communicate with other devices over Internet. 

“Static-Public IP address” means is a permanent number assigned to a device, by an IP address service provider globally reachable over Internet, which CLIENT has to procure on his own behalf.

“SIP protocol” Session Initiation Protocol (SIP) is a signalling protocol used for initiating, maintaining, modifying and terminating real-time sessions like voice calls over internet.

“Voice Number” means a phone number leased by INFOBIP from Network Operators and subleased to CLIENT. CLIENT shall be allowed to use Voice number to receive Inbound call from End-Users or as a Caller ID on Outbound calls depending of the local telecom regulations in the market of interest.

“Inbound call” means a call initiated by End-User to Voice Number. Such call, Network operator shall route To INFOBIP Platform. Once INFOBIP Platform registers the call routed by Network Operator, INFOBIP shall process the call, in accordance to the CLIENT’s configuration setup.  

“Missed call service” means Inbound call made by End-User to which, in accordance with CLIENT’s configuration setup on Infobip platform, there is no call answer. Upon registering the call, INFOBIP Platform alerts CLIENT platform by providing information about End-User phone number, called Voice number and time stamp of the call. 

Voice Service comprises the following: 

“Chargeable event” shall mean monthly fee for Voice number configured to receive Inbound calls.

“Network Operator” means any company operating a GSM-based mobile and landline telephony network, offering mobile telephony services to its subscriber base;

“Client Platform” is the system Client uses to operate Client services

“Voice Number” means a phone number leased by INFOBIP from Network Operators and subleased to CLIENT. CLIENT shall be allowed to use Voice number to receive Inbound call from End-Users or as a Caller ID on Outbound calls depending of the local telecom regulations in the market of interest.

“Inbound call” means a call initiated by End-User to Voice Number. Such call, Network operator shall route To INFOBIP Platform. Once INFOBIP Platform registers the call routed by Network Operator, INFOBIP shall process the call, in accordance to the CLIENT’s configuration setup.  

The CLIENT shall pay a monthly fee for each leased INFOBIP Voice Number, as agreed between the Parties, in accordance with this Agreement.

Infobip’s Voice recording Service enables recording of the Voice calls interaction initiated by client using the Infobip platform or calls initiated by end users over Infobip infrastructure to the voice numbers leased by clients from Infobip.

Particulars:

Unless differently agreed by the Parties in writing, CLIENT shall be limited, by default and unless CLIENT instructs INFOBIP to do otherwise in writing, to a maximum of 10 (ten) simultaneous calls using Infobip’s Voice Recording feature (“Recording Limit”). At any moment where such threshold is met and there are 10 (ten, or more if so instructed) simultaneous calls being recorded via the Voice Recording feature, each subsequent call shall be either rejected or accepted but without the Voice Recording feature depending on the explicit instruction provided by the Client. Whereas such instruction is not given to Infobip by the Client, any such subsequent call shall be rejected.

Exceptionally, the Recording Limit for Clients using the Voice Recording feature through Infobip’s Conversations solution shall not be set at 10 simultaneous calls, as noted above, instead it shall be equal to the number of licenses for the Conversations service purchased by that Client.

Chargeable Event and other Recording Particulars 

Recording charges within Conversations Full solution

Recording is included in Conversations Full solution license fee and is not charged separately to Clients.

Recording storage shall be charged per GB (gigabytes) of call recordings stored on a daily basis, meaning over a period of 24 (twenty four) hours. As an example, a 5 GB call recording stored with Infobip for a period of 2 days shall be charged twice (once for each day) as five individual GB each.

Recording charges in all other cases (Conversations Full solution)

On top of the call traffic charges, which will be charged as per Infobip’s standard pricing communicated to client via email and subject to change with as much prior notice as possible, the charges for the Service shall be as follows:

Infobip’s Video recording Service enables recording of the Video calls interaction initiated by client using the Infobip platform or calls initiated by end users over the Infobip infrastructure to the client’s platform or other end users.

Any calls CLIENT elects to record, as per the terms contained in this article 4, shall be recorded over their duration (“Recording Source”). Such recording may be performed automatically and as such for all calls or, on demand meaning from the activation of the option and until the Client disables the same. For the sake of clarity, calls shall be recorded according to the predefined parameters set by Infobip and chosen by the CLIENT.

CLIENT shall be able to stream any stored video call from the Recording Source on the Infobip Platform. Recording Source shall be stored, accordingly charged and as such enabled to CLIENT for streaming until CLIENT chooses to remove the Recording Source from the Infobip Platform. CLIENT understands that, in the event CLIENT wishes to transfer the Recording Source to the CLIENT Platform, it needs to be properly formatted meaning additional charges will be applied – the conversion, formatting, merging and otherwise enablement for such transfer requires additional resources which are, as mentioned, charged separately. Furthermore, in order for any Recording Source to be created and eligible for possible download and transfer, the proper parameters need to be set beforehand indicating such calls to be recorded as well as marking the eligibility for future downloads. Unless both actions are taken, future downloads will not be possible.

CLIENT may elect to store the recordings on their Platform and activate the storage on the Infobip Platform as a secondary failover option to be triggered in the event Client’s platform is not available. In the event Client chooses to set their own Platform as primary storage destination while disabling the Infobip storage as a secondary (failover) option, Infobip shall not be responsible for any possible loss of Client’s recordings. Likewise, Infobip shall bear no responsibility for any data which is erased, lost or otherwise as a result of Client’s actions, irrespective if such data is stored with Infobip or with Client.

With BYOC (Bring your Own Carrier) for voice calls, CLIENT will have the ability to use existing PSTN Voice Provider and keep phone numbers with that carrier while using Infobip Conversations.

BYOC allows CLIENT to control voice connectivity while utilizing INFOBIP’s cloud contact center features, whereas INFOBIP shall not be responsible for CLIENT’s connection toward operator.

Usable solely as an integral part of INFOBIP’s SaaS product portfolio, as opposed to being offered as a standalone product which is not an option.

Service configuration for BYOC is done by INFOBIP upon request by the CLIENT on CLIENT’s behalf in INFOBIP Platform.

BYOC setup is charged on top of SaaS price list. Chargeable event is minute per inbound or outbound calls by CLIENT over any INFOBIP service.

Infobip Live chat channel allows for real-time chat communication with customers on Client’s website or through Client’s mobile app.

The communication can be initiated from Client’s web or mobile application by customers or by Client from Live chat on Customer Portal.   

Usable solely as an integral part of INFOBIP’s SaaS product portfolio, as opposed to being offered as a standalone product which is not an option.

Service configuration for web chat is available using Customer Portal, alternatively INFOBIP account manager shall, upon request by the CLIENT, implement configuration on CLIENT’s behalf in INFOBIP Platform.

Service configuration for mobile chat “Mobile In–App Chat” is done over Customer Portal through Mobile App setup (see Mobile App Messaging section). Once the Mobile App Profile is added client needs to connect the live chat widget with the Mobile App.

Live chat can be used only as part of SaaS product and is sold and billed as per SaaS Price list.

Infobip Social media channels allows for communication with customers on CLIENT’s social media pages by receiving public comments and managing replies utilizing INFOBIP’s cloud contact center solution.

The communication can be initiated from CLIENT’s social media pages by customers.   

Usable solely as an integral part of INFOBIP’s SaaS product portfolio, as opposed to being offered as a standalone product which is not an option. Social media channels shall be sold and billed as per SaaS Price list.

Service configuration for social media is available using Customer Portal, alternatively INFOBIP account manager shall, upon request by the CLIENT, implement configuration on CLIENT’s behalf in INFOBIP Platform.

INFOBIP Services features a solution that shall enable CLIENT to deliver mobile terminated messages to the Google Business Messages Platform through the INFOBIP Platform as well as processing messages received from the Google Business Messages Platform.

INFOBIP Services include:

In the provision of the INFOBIP Services, and in addition to the provisions set forth under the Agreement, INFOBIP shall:

Without prejudice to the obligations of the CLIENT, CLIENT further undertakes to:

“Chargeable Event” means Active User;

“Network Operator” means Google Business Messages platform as defined below;

“Google” shall mean Google LLC, a limited liability company incorporated in the United States of America and whose principal place of business is at 1600 Amphitheatre Parkway, Mountain View, CA 94043, United States;

“Google BM App” shall mean any mobile, desktop or web-based application developed by Google that enables the usage of Google Business Messages Services. 

“Google Platform” shall mean the server, hardware, software and other equipment that Google uses in connection with performance or the Services;

“Google BM Traffic” shall mean the CLIENT Services provided to CLIENT’s Google BM Users via the Google Business Messages Platform and Google Appa;

“Google BM User” shall mean an End-User who is using any of the Google Apps and has expressed its consent to use the Google BM  Service.

“Google Policies” shall mean the then in-effect terms and conditions and/or policies which apply to any user or entity using the Google Apps and available at google.com.

CLIENT agrees and acknowledges specific traffic limitations may be imposed from time to time by Google and, in turn, INFOBIP must apply the same to CLIENT in respect of the Google BM Traffic. INFOBIP shall notify CLIENT about the same as soon as reasonably possible which notice shall be accompanied by a formal document confirming the limitations.

INFOBIP Services features a solution that shall enable CLIENT to deliver mobile terminated messages to the Apple Business Chat Platform through the INFOBIP Platform as well as processing messages received from the Apple Business Chat Platform.

INFOBIP Services include:

In the provision of the INFOBIP Services, and in addition to the provisions set forth under the Agreement, INFOBIP shall:

Without prejudice to the obligations of the CLIENT, CLIENT further undertakes to:

“Chargeable Event” means Active User;

“Network Operator” means Apple Business Chat platform as defined below;

“Apple” shall mean Apple Inc., a limited liability company incorporated in the United States of America and whose principal place of business is at One Apple Park Way, Cupertino, CA 95014, United States;

“Apple App” shall mean any mobile, desktop, tablet or web-based application developed by Apple that enables the usage of Apple Business Chat Services. 

“Apple Business Chat Platform” shall mean the server, hardware, software and other equipment that Apple uses in connection with performance or the Services;

“Apple Business Chat Traffic” shall mean the CLIENT Services provided to CLIENT’s Apple Business Chat Users via the Apple Business Chat Platform and Apple Apps;

“Apple Business Chat User” shall mean an End-User who is using any of the Apple Apps and has expressed its consent to use the Apple Business Chat Service.

“Apple Policies” shall mean the then in-effect terms and conditions and/or policies which apply to any user or entity using the Apple Apps and available at apple.com.

CLIENT agrees and acknowledges specific traffic limitations may be imposed from time to time by Apple and, in turn, INFOBIP must apply the same to CLIENT in respect of the Apple Business Chat Traffic. INFOBIP shall notify CLIENT about the same as soon as reasonably possible which notice shall be accompanied by a formal document confirming the limitations. 

INFOBIP Services features a solution that shall enable CLIENT to deliver mobile terminated messages to the Viber Bot Platform through the INFOBIP Platform as well as processing messages received from the Viber Platform.

INFOBIP Services include:

In the provision of the INFOBIP Services, and in addition to the provisions set forth under the Agreement, INFOBIP shall:

Without prejudice to the obligations of the CLIENT, CLIENT further undertakes to:

“Chargeable Event” means each Outbound Message delivered outside of CSW;

“Outbound Messages” – shall mean all types of messages sent by the CLIENT to Subscribers of the Viber Bot through a Bot. 

“Customer Support Window (CSW)” means period of 24 hours starting from the last Viber Bot message received by the CLIENT through INFOBIP Platform, sent by Viber Bot User using the Viber App;

“Viber” shall mean Viber Media S.a.r.l., a limited liability company (societe a responsabilite limitee) incorporated in the Grand Duchy of Luxembourg under number B184956 and whose principal place of business is at 2, rue du Fosse, L-1536 Luxembourg, Grand Duchy of Luxembourg;

“Viber App” shall mean a mobile first, platform developed by Viber that consists of a VoIP system, messaging service, groups and other means of interaction which can be installed on a mobile, tablet or desktop devices;

“Viber Platform” shall mean the server, hardware, software and other equipment that Viber uses in connection with performance or the Services;

“Viber Bot Traffic” shall mean the CLIENT Services provided to CLIENT’s Viber Users via the Viber Platform and Viber App;

“Viber Bot User” shall mean an End-User who has downloaded the Viber App to his device and has expressed its consent to receive Viber Bot Traffic from Client.

“Network Operator” shall mean Viber as defined above.

“Viber Policies” shall mean the then in-effect terms and conditions and/or policies which apply to any user or entity using the Viber App and available at viber.com.

CLIENT agrees and acknowledges specific traffic limitations may be imposed from time to time by Viber and, in turn, INFOBIP must apply the same to CLIENT in respect of the Viber Bot Traffic. INFOBIP shall notify CLIENT about the same as soon as reasonably possible which notice shall be accompanied by a formal document confirming the limitations.

INFOBIP Services (as defined in the Agreement) features a solution that shall enable CLIENT to deliver mobile terminated Service Messages to the Kakao Platform through the INFOBIP Platform.

INFOBIP Services include:

In the provision of the INFOBIP Services, and in addition to the provisions set forth under the Agreement, INFOBIP shall:

Without prejudice to the obligations of the CLIENT, CLIENT further undertakes to:

Kakao solutions are offered as three separate messaging services: Notification Talk (Alim Tog) and Friends Talk (Chingu Tog) for transactional and promotional messages which are charged per delivery, while Consultation Talk (Sangdam Tog) for chat consultations is charged per session.

“Chargeable Event” for Notification and Friends Talkmeans Service Messages sent by CLIENT to INFOBIP which is subject to Successful Delivered by INFOBIP to Kakao User;

“Chargeable Event” for Consultation Talk means each Kakao Session initiated by the End –User within the time range.

“Service Message” means the message sent through the Kakao App to a Kakao User which has opted in with CLIENT to receive such message.

“Kakao” shall mean Kakao Corp., a company registered in Republic of Korea and whose principal place of business is at 242 Cheomdan-ro, Jeju-Si, Jeju-do, South Korea;

“Kakao App” shall mean a mobile first, platform developed by Kakao that consists of a VoIP system, messaging service, groups and other means of interaction which can be installed on a mobile, tablet or desktop devices;

“Kakao Platform” shall mean the server, hardware, software and other equipment that Kakao uses in connection with performance or the Services;

“Kakao Traffic” shall mean the CLIENT Services provided to CLIENT’s Kakao Users via the Kakao Platform and Kakao App;

“Kakao User” shall mean an End-User who has downloaded the Kakao App to his device and has expressed its consent to receive Kakao Traffic from Client.

“Network Operator” shall mean Kakao as defined above.

CLIENT agrees and acknowledges specific traffic limitations may be imposed from time to time by Kakao and, in turn, INFOBIP must apply the same to CLIENT in respect of the Kakao Traffic. INFOBIP shall notify CLIENT about the same as soon as reasonably possible which notice shall be accompanied by a formal Kakao document confirming the limitations.

INFOBIP Services include a solution that shall enable the CLIENT to deliver mobile terminated RCS and receive mobile originated messages from the End Users of multiple mobile Network Operators worldwide through the Platform in form of free text, images, suggestion (postback of the message degined within the MT), location (latitude, longitude) a file or otherwise.

INFOBIP Services include:

a. Connectivity between CLIENT’s information system and the INFOBIP Platform;

b. Configuration of the Platform to receive traffic generated by CLIENT and the handling and routing of such RCS traffic, as well as traffic received from the Network Operators, Google or other RCS enablers, for the CLIENT (if applicable);

c. Billing of such RCS traffic processed by INFOBIP; and

d. Technical Support.

In the provision of the INFOBIP Services, and in addition to the provisions set forth under the Agreement, INFOBIP shall:

a. Ensure that connectivity between CLIENT’s information system and the Platform is tested and operational;

b. Route RCS traffic generated by CLIENT to available Network Operators, Google or other RCS enablers as required;

c. Route RCS traffic originating from the Network Operator End Users to the CLIENT’s information system (if applicable);

d. Invoice CLIENT for all INFOBIP Charges relative to the provision of the INFOBIP Service;

e. Manage all contractual relationships with Network Operators, Google or other RCS enablers to ensure the operability of the INFOBIP Services.

In the provision of the INFOBIP Services, and in addition to the provisions set forth under the Agreement, INFOBIP shall:

a. Ensure that connectivity between CLIENT’s information system and the Platform is tested and operational;

b. Route RCS traffic generated by CLIENT to available Network Operators, Google or other RCS enablers as required;

c. Route RCS traffic originating from the Network Operator End Users to the CLIENT’s information system (if applicable);

d. Invoice CLIENT for all INFOBIP Charges relative to the provision of the INFOBIP Service;

e. Manage all contractual relationships with Network Operators, Google or other RCS enablers to ensure the operability of the INFOBIP Services.

Without prejudice to the obligations of the CLIENT, CLIENT further undertakes to:

a. Provide all the configuration information through the proper completion of all technical forms provided by INFOBIP;

b. Ensure that its own information systems are properly configured to:

i. route RCS traffic to the Platform, and
ii. receive inbound traffic from the Platform (if applicable);

c. Ensure that an appropriate opt-in shall first have been received from the End User;

d. Create and maintain at its own expense an updated database containing respective Service Requests as well as OPT OUT/STOP Requests for End Users receiving each message processed by INFOBIP, and

i. Retain for the necessary period under the applicable law evidence that each message sent to that End User was sent in response to a Service Request that had been subject to proper validation;
ii. Provide such evidence to INFOBIP upon written request giving 5 days’ notice;

e. Ensure under no circumstances to send Unsolicited RCS (SPAM) to the messaging Platform;

f. Announce a larger volume of traffic a few days in advance; and

g. Fulfill all its payment obligations.

“Chargeable Event” or „MT Chargeable Event“ means RCS sent by CLIENT to INFOBIP which is successfully delivered by INFOBIP to the End-User;

“MO Chargeable Event” shall mean RCS sent by the End User which is successfully accepted by INFOBIP Platform;

“Network Operator” means any company operating a GSM or CDMA-based mobile telephony network, offering mobile telephony services to its subscriber base;  

“Rich Communication Services” is a communication protocol between mobile-telephone carriers and between phone and carrier which enables to transmit messages containing multimedia content, rich text and other capabilities which may vary depending on the Operator(s);

“Rich SMS” means the message sent to and from telephones whose content comprises words, numbers, rich text, multimedia or other;

“Successful Submit” means INFOBIP accepts the RCS message sent from the CLIENT and validates the RCS message before submitting it for onward routing. INFOBIP shall return Successful Submit to the CLIENT to register RCS message has been successfully submitted for routing and then delivered by Network Operator to End-User. Any RCS message which does not pass INFOBIP’s validation tests is rejected and error message returned to the CLIENT. Such RCS message is not charged.

INFOBIP Services features a solution that shall enable CLIENT to deliver mobile terminated messages to the LINE Platform through the INFOBIP Platform.

INFOBIP Services include:

In the provision of the INFOBIP Services, and in addition to the provisions set forth under the Agreement, INFOBIP shall:

Without prejudice to the obligations of the CLIENT, CLIENT further undertakes to:

“Chargeable Event” means LINE messages sent by CLIENT to INFOBIP which have been successfully delivered by INFOBIP to LINE User who has opted in to receive those messages;

“LINE” shall mean Line Corporation, Shinjuku Office/JR SHINJUKU MIRAINA TOWER 23rd FL., 4-1-6 Shinjuku,Shinjuku-ku,Tokyo;

“LINE App” shall mean a mobile first, platform developed by LINE that consists of a VoIP system, messaging service, groups and other means of interaction which can be installed on a mobile, tablet or desktop devices;

“LINE Platform” means the platform and associated systems, network connection and interfacing capabilities used and operated by LINE;

“LINE Traffic” shall mean the CLIENT Services provided to CLIENT’s LINE Users via the LINE Platform and LINE App;

“LINE User” shall mean an End-User who has downloaded the LINE App to his device and has expressed its consent to receive LINE Traffic from Client.

“Network Operator” shall mean LINE as defined above;

“LINE Policies” shall mean the then in-effect terms and conditions and/or policies which apply to any user or entity using the LINE App and available at https://terms2.line.me/official_account_terms_oth

CLIENT agrees and acknowledges specific traffic limitations may be imposed from time to time by LINE and, in turn, INFOBIP must apply the same to CLIENT in respect of the LINE Traffic. INFOBIP shall notify CLIENT about the same as soon as reasonably possible which notice shall be accompanied by a formal LINE document confirming the limitations.

INFOBIP Services features a solution that shall enable CLIENT to deliver mobile terminated messages to the Zalo Platform through the INFOBIP Platform.

INFOBIP Services include:

In the provision of the INFOBIP Services, and in addition to the provisions set forth under the Agreement, INFOBIP shall:

Without prejudice to the obligations of the CLIENT, CLIENT further undertakes to:

“Chargeable Event” means Zalo messages sent by CLIENT to INFOBIP which have been successfully delivered by INFOBIP to Zalo User who has opted in to receive those messages;  

“Zalo” shall mean VNG Corporation, VNG Campus Lot Z06, St. 13, Tan Thuan Dong Ward, Dist. 7, Ho Chi Minh City, Vietnam

“Zalo App” shall mean a mobile first, platform developed by Zalo that consists of a VoIP system, messaging service, groups and other means of interaction which can be installed on a mobile, tablet or desktop devices;

“Zalo Platform” means the platform and associated systems, network connection and interfacing capabilities used and operated by Zalo;

“Zalo Traffic” shall mean the CLIENT Services provided to CLIENT’s Zalo Users via the Zalo Platform and Zalo App;

“Zalo User” shall mean an End-User who has downloaded the Zalo App to his device and has expressed its consent to receive Zalo Traffic from Client.

“Network Operator” shall mean Zalo as defined above;

“Zalo Policies” shall mean the then in-effect terms and conditions and/or policies which apply to any user or entity using the Zalo App and available at https://zalo.cloud/terms

CLIENT agrees and acknowledges specific traffic limitations may be imposed from time to time by Zalo and, in turn, INFOBIP must apply the same to CLIENT in respect of the Zalo Traffic. INFOBIP shall notify CLIENT about the same as soon as reasonably possible which notice shall be accompanied by a formal Zalo document confirming the limitations.

Infobip Signals feature a solution aiming to prevent Artificially Inflated Traffic (“AIT”), occurring when fraudsters exploit weaknesses in the CLIENT’s applications/platforms and use bots to generate a high volume of SMS traffic.

Infobip Signals is automatically blocking certain MSISDN or phone number, which is suspected to be fraudulent and detected as high risk, by using various methods such as, but not limited to, monitoring the number of received messages per phone number or phone number range. System is using behaviour of respective MSISDN (for example number of messages sent in a certain period) within INFOBIP’s systems and other external sources.

Blocked Traffic will not be charged, nor it will count into monthly volumes.

CLIENT acknowledges that due to evolving nature of fraud types and ever-changing attack methods, complete blocking efficiency cannot be guaranteed in each and every case.

INFOBIP shall have the right to create, generate, and use Aggregate Data for any lawful purpose and owns all right, title, and interest in Aggregate Data both during and after the term of the Agreement.

The CLIENT confirms it has the appropriate lawful basis, and when needed the End Users’ authorization, to use traffic data and details on communication type related to End Users, for the purposes of providing Signals Service.

Client acknowledges to be familiar with AIT security mitigation measures described in Information security terms and accepts them.

“Aggregate Data” means de-identified and anonymized sets of data derived from the data of multiple Infobip customers (including CLIENT data) for the purpose of expressing that information in summary form. Aggregate Data does not include any personal information relating to CLIENT or CLIENT’s customer or other information that could reasonably identify a natural person or CLIENT.

“Blocking” means blocking the traffic towards destination MSISDN which is detected as high risk, and it is suspected to be fraudulent.

“Interaction” means CLIENT sending traffic to INFOBIP for the purposes of onward routing towards Network Operator.

“Chargeable Event” shall have the meaning depending on the communication channel CLIENT uses for initiating Interaction.

“Network Operator” shall have the meaning depending on the communication channel CLIENT uses for initiating Interaction.

“Regular Traffic” means all Interactions which were not detected as fraud and are charged to the CLIENT.

“Blocked Traffic” means all Interactions that were detected as fraudulent  and are not charged to the CLIENT.

„MSISDN“ is a number uniquely identifying a subscription in a Global System for Mobile communications or a Universal Mobile Telecommunications System mobile network, it’s the mapping of the telephone number to the subscriber identity module in a mobile or cellular phone.

“Trusted MSISDN” means a list of MSISDNs or phone numbers that Signals will unconditionally trust as safe, i.e. any Chargeable Event sent towards those destinations will not be blocked. List is maintained separately for each CLIENT and each CLIENT has a possibility to manage Trusted MSISDN list through public API.

INFOBIP E.911 service is comprised of an option on INFOBIP USA phone numbers.

INFOBIP E.911 service enables the CLIENT:

INFOBIP E.911 comprises the following:  

The CLIENT shall pay:

“Voice Number” means a phone number leased by INFOBIP from Network Operators and subleased to CLIENT. CLIENT shall be allowed to use Voice number to receive Inbound call from End-Users or as a Caller ID on Outbound calls depending of the local telecom regulations in the market of interest.

“Outbound call” means a call initiated by the CLIENT which INFOBIP Platform shall route to Network Operator in order to be terminated towards the End-User.

“PSAP” means public safety answering point, a type of call center where the public’s telephone calls for first responders (such as police, fire department, or emergency medical services/ambulance) are received and handled.

INFOBIP provides Voice over Internet Protocol (“VoIP”) services, including SIP trunking and other VoIP based services (“VoIP Services”). The VoIP Services do not support E911 dialing or other emergency functions in the same way that traditional telephone services do.

It is important that the CLIENT and each user of the VoIP Services understand how these differences affect your ability to access 911 and E911 services. If you have any questions or concerns about the information contained in this Notice, please contact Infobip immediately. The CLIENT and each user of the VoIP Services must be aware of, understand and comply with the following: VOIP SERVICES, INCLUDING 911 AND E911 SERVICES (THE ABILITY TO CONTACT EMERGENCY SERVICES BY DIALING 9-1-1 THROUGH THE VOIP SERVICES), MAY NOT OPERATE IN CERTAIN SITUATIONS.

Power Outages. The VoIP Services, including 911 and E911 services (the ability to contact emergency services by dialing 9-1-1), will not function in the event of a power failure or disruption.

Broadband Connection Disruption. Disruption in your broadband connection, including outages, interruptions or degradation, or termination or suspension for any reason of your broadband services, will result in the loss of VoIP Services, including 911 and E911 services (the ability to contact emergency services by dialing 9-1-1).

Suspension of Infobip VOIP Services including SIP Trunking. Any suspension of the Infobip VoIP Services will result in the loss of 911 and E911 services (the ability to contact emergency services by dialing 9-1-1). Once the VoIP  Services are restored, you may be required to reset or reconfigure the SIP Trunking equipment in order to use the voice Services to contact emergency services by dialing 9-1-1.

Network Congestion. Network congestion or other network problems, including those due to technical constraints, could result in your calls being dropped or delayed, including 911 and E911 calls to emergency services. Also, your 911 and E911 calls may take longer to connect than 911 and E911 calls made using traditional non-VoIP telephone service.

VOIP 911 AND E911 SERVICE CALLS MAY NOT BE COMPLETED OR MAY BE ROUTED TO EMERGENCY PERSONNEL WHO WILL NOT BE ABLE TO ASSIST YOU.

Moving Your Device to a Different Physical Address. VoIP 911 and E911 service (the ability to contact emergency services by dialing 9-1-1), will not function if you move your equipment or device to a different street address or location other than your current Registered Location (the most recent information obtained by Infobip that identifies the physical location of the USA phone  number). If you wish to move your device to an alternate physical address (even if the move is temporary or short term) you must update on the E911 service associated to the phone number(s) in Infobip’s portal and provide the alternate physical address information. Your failure to submit this information to Infobip could result in your 9-1-1 calls being routed to emergency personnel who will not be able to assist you and emergency personnel being dispatched to the incorrect location.

Emergency Personnel May Not Be Able to Identify or Recognize Your Phone Number. Not all public safety answering points (“PSAP”) are technically capable of recognizing your telephone number. Also, if you use a non-native telephone number (a telephone number from a local exchange area different from where you are located), the PSAP may not be able to recognize your telephone number. This means that emergency personnel may not be able to call you back if the call cannot be completed, is dropped, disconnected or if you cannot communicate your number to them. If possible, you should be prepared to give the PSAP, emergency personnel, or other operator your phone number, the nature of your emergency and your location.

Valid Address In the 911 Database. CLIENT is responsible for loading a valid address in the 911 database via Infobip’s portal for each phone number they intend to send 911 calls from.

ALTERNATIVE MEANS OF CONTACTING 911 AND E911 SERVICES.

INFOBIP recommends that you maintain an alternate means of contacting 911 and E911 emergency services and you must inform users of the VoIP Services of such alternate means.

INFOBIP does not control how 911 and E911 calls are answered or handled by any local emergency response center. INFOBIP relies entirely upon third parties to route 911 and E911 calls to local and national emergency response centers. INFOBIP disclaims all responsibility for: (i) the actions and conduct of any and all national and local emergency response centers; (ii) any third party data used to route the call that is incorrect or yields an erroneous result; and (iii) 911 or E911 service failure caused, in whole or part, by CLIENT’s acts or omissions.

IN NO EVENT SHALL Infobip, ITS AFFILIATES, OFFICERS, DIRECTORS, EMPLOYEES, REPRESENTATIVES, AGENTS OR ANY THIRD-PARTY PROVIDER OR VENDOR WHO MAY FURNISH SERVICES OR PRODUCTS TO YOU IN CONNECTION WITH THE VOIP SERVICES OR THE EQUIPMENT BE HELD LIABLE TO CUSTOMER, ANY USER OF THE VOIP SERVICES, OR OTHER PARTY FOR ANY CLAIM, DAMAGE, OR LOSS WHATSOEVER ARISING FROM OR RELATING TO 911 OR E911 DIALING AND CUSTOMER HEREBY WAIVES ANY AND ALL SUCH CLAIMS OR CAUSES OF ACTION ARISING FROM OR RELATING TO 911 OR E911 DIALING.

By selecting E9-1-1 Dialing, the CLIENT affirmatively acknowledge that (i) the CLIENT has read and understood this 911 and E911 Disclosure; (ii) the CLIENT  understands that while using the VoIP Services the CLIENT may not be able to contact emergency services by dialing 9-1-1; and (iii) the CLIENT understands that the CLIENT must inform users of the VoIP Services that they may not be able to contact emergency services by dialing 9-1-1 while using the VoIP Services. The CLIENT agrees to indemnify, defend and hold INFOBIP harmless against any claims brought by a third-party user of the VoIP services arising from their use or attempted use of 911 or E911 services through the VoIP Services.

Even though Infobip will be effectively providing you with the Service (albeit with the assistance of, and to an extent through, Microsoft Azure), payments will be made to and collected by Microsoft. Infobip does establish the price but it is Microsoft who will be managing the payments in of themselves.