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Cloud Services

This Master Subscription Agreement (“MSA”) is executed by the parties to the Services Order. By executing a Services Order, the parties agree to be bound by the applicable Service Orders, this MSA, and any other attachments that are incorporated by reference (collectively, the “Agreement”). Capitalized terms shall have the meanings defined throughout and in Section 13. In consideration of the mutual promises and obligations in the Agreement, the sufficiency of which is hereby acknowledged, the parties agree as follows.


1.1.    Subject to the terms of the Agreement, Genesys grants Customer a non-transferable, non-exclusive Subscription to access and use the Genesys Cloud CX Service during the Subscription Term.

1.2.    Genesys will make Support for the Genesys Cloud CX Service available to Customer at the level set forth in the Services Order (“Support Level”). Customer’s access and use of Support is subject to the terms of the applicable Support Guide and the terms set forth at /customer-care. Genesys reserves the right to update Support by notice appearing on the Customer Care portal. Such changes will become effective for Customer upon commencement of a Renewal Term.

1.3.    Customer may retain Genesys to perform such Professional Services as set forth in a mutually acceptable Statement of Work (“SOW”).

1.3.1.    Customer may retain Genesys to provide such training as set forth in a Services Order. Customer’s access and receipt of training is subject to the terms set forth at


2.1.    Payments will be due within 30 days from and after the date of the applicable invoice.

2.2.    Fees shall be as set forth in the Services Order or SOW (“Fees”).  Unless otherwise stated in a Services Order or this MSA: (a) all Fees are quoted and payable in the currency set forth in the applicable Services Order, (b) initial payments, and deposits may be invoiced in advance, (c) recurring Fees, overage and other Fees shall be invoiced in arrears, and (d) Customer will be invoiced for half of the estimated Professional Services Fees upon execution of the Services Order and will be invoiced the remaining Fees upon performance of the Professional Services.  Genesys reserves the right to update Fees and other terms for any Renewal Term by notice to Customer at least ninety (90) days’ prior to the end of the then-current Term.  Such changes will become effective for Customer upon commencement of a Renewal Term.

2.3.    Customer will reimburse all pre-approved travel and other expenses incurred in connection with the Services.

2.4.    Fees are exclusive of applicable Taxes and Regulatory Charges. Customer will reimburse Genesys for Taxes and Regulatory Charges arising in connection with the Services.

2.5.    Without prejudice to any other rights of Genesys under the Agreement, Fees, expenses and other amounts not received by Genesys by the date due shall be subject to a charge on the outstanding balance from the date due until the date of actual payment of the lesser of one and a half percent (1½%) per month or the maximum charge permitted by Law.


3.1.    Each Services Order shall have an Initial Subscription Term, commencing upon the earlier of the Provision Date or Customer’s use of the Genesys Cloud CX Service in a production environment. If the Genesys Cloud CX Service is provisioned in phases, the Initial Subscription Term shall commence upon the Provision Date of the final phase. In the absence of a written non-renewal notice provided at least sixty (60) days prior to the end of the applicable Term, each Subscription Term shall automatically renew for Renewal Subscription Terms as set forth in the applicable Services Order.

3.2.    Either party will have the right to terminate the Agreement by written notice to the other party if (a) the other party has breached a material obligation under the Agreement and such breach remains uncured for a period of thirty (30) days after written notice of such breach is sent to the other party; or (b) if the other party becomes the subject of a petition in bankruptcy or any other proceeding relating to insolvency, receivership, liquidation or assignment for the benefit of creditors. Upon any termination of the Agreement by Customer for breach by Genesys, Genesys shall refund any prepaid Fees covering the remainder of the Subscription Term after the effective date of termination. Upon any termination of the Agreement by Genesys for breach by Customer, Customer shall pay any unpaid Fees covering the remainder of the Subscription Term after the effective date of termination, and prepaid fees shall not be refunded. Termination of the Agreement by a party shall be without prejudice to any right or remedy of such party under the Agreement or applicable Law. If this MSA is used to support more than one Services Order or Statement of Work (i.e., forming multiple Agreements), this MSA shall be deemed to survive with respect to each separate Agreement until each is terminated or expires.

3.3.    Notwithstanding any term in the Agreement to the contrary, Genesys reserves the right to suspend the Genesys Cloud CX Services, or portion thereof, or reject or cancel the transmission of any information through the Genesys Cloud CX Service based upon (i) reasonable belief that the use of the Services is in violation of applicable Laws, (ii) Customer’s failure to pay amounts when due, or (iii) an imminent compromise to the security or integrity of the network. As practicable depending on the circumstances, Genesys will provide written notice of the suspension and keep Customer reasonably informed of Genesys’ efforts to restore the Services. Service level credits issued pursuant to a Service Level Agreement may apply depending on the circumstances of the suspension. Genesys reserves the right to impose a re-start fee in the event of any suspension under the Agreement due to Customer’s breach.

3.4.    Except as otherwise stated therein, upon execution by both parties, each Services Order shall be a non-cancelable, non-refundable order by Customer. The Fees and Subscription Term for stated on each Services Order shall be applicable only for that Services Order. Fees shall apply during periods of suspension and as incurred for unauthorized use of the Genesys Cloud CX Service. Customer’s purchase of the Genesys Cloud CX Service is not conditioned on the availability of any future service or enhancement.


4.1.     Each party retains all rights, title and interest in and to its Existing Intellectual Property.

4.2.    Customer is granted no rights in or to Genesys Cloud CX Services except as expressly set forth under a Services Order. Customer shall not (a) create Derivative Works based on the Genesys Cloud CX Services, (b) reverse engineer the Genesys Cloud CX Services, or (c) access the Genesys Cloud CX Services in order to build a competitive product or service. Genesys Cloud CX Services include tools that can be used to create content related to Customer Data. The algorithms, compilations, collation methods and anonymized analyses created through the use of Genesys Cloud CX Services are considered Derivative Works and therefore are retained by Genesys. Customer retains, however, non-anonymized analyses of Customer Data obtained from its use of such tools.

4.3.    As between Genesys and Customer, the Customer Data are the proprietary material of Customer and shall be considered Customer’s Confidential Information. Customer grants Genesys a non-exclusive, non-sublicenseable (except to parties working on Genesys’ behalf), non-transferable, royalty-free license to access, process, store, transmit, and otherwise make use of the Customer Data as directed by Customer or as necessary to provide the Services and to otherwise fulfill its obligations under and in accordance with the Agreement.

4.4.    To the extent not already owned by Genesys and subject in each case to Section 12.1 to the extent Customer is identified by name or logo, Customer, on behalf of itself and its Related Parties, hereby grants Genesys a perpetual, exclusive, royalty-free, worldwide license to use or disclose (or choose not to use or disclose), and create derivative works of Feedback for any purpose, in any way, in any media worldwide.








7.1.    During the Confidentiality Period, recipient shall (a) protect the confidentiality of all Confidential Information using the same degree of care that it uses to protect the confidentiality of its own Confidential Information of like kind (but in no event less than reasonable care) to prevent unauthorized use or disclosure; (b) not use any Confidential Information except as expressly authorized in the Agreement; (c) not disclose, orally or in writing, any Confidential Information to any person, other than an employee, consultant or agent of recipient bound by terms at least as restrictive as those set forth herein with a need to know such Confidential Information.

7.2. The obligations in Section 7.1, however, shall not apply to any information which:  (a) is already in the public domain or becomes available to the public through no breach of the Agreement by recipient; (b) was in the recipient’s possession prior to receipt from discloser, as proven by recipient’s written records; (c) is received by the recipient from a third party free to disclose such information to recipient; or (d) is independently developed by recipient without use of the Confidential Information.

7.3.    Nothing in this Agreement shall prevent a party from disclosing Confidential Information to the extent required by applicable Law, judicial or administrative process, provided that recipient shall: (i) notify discloser of any duty to disclose, affording opportunity for discloser to take protective actions (except to the extent notice is prohibited by Law), and (ii) disclose only as much of the Confidential Information as required, maintaining all proprietary notices applicable to such Confidential Information.

7.4.    Upon written request in connection with termination of the Agreement, each party shall deliver to the other party or destroy all copies of such other party’s Confidential Information. Notwithstanding the foregoing, recipient may retain an archival record of Confidential Information to the extent required pursuant to applicable Law subject to recipient’s compliance with the remaining terms of this section.


Each party shall comply with all applicable Laws in connection with the performance of its obligations under this Agreement.


9.1. Customer will not use the Genesys Cloud CX Service for any of the following:

9.1.1.    to store, process, or transmit material (including Customer Data) that is tortious or in violation of Law;
9.1.2.    to transmit Malicious Code;
9.1.3.    to transmit 911 or any emergency services (or reconfigure to support or provide such use);
9.1.4.    to interfere with, unreasonably burden, or disrupt the integrity or performance of the Services or third-party data contained therein;
9.1.5.    to attempt to gain unauthorized access to systems or networks; or
9.1.6.    to provide the Services to non-User third parties, including, by resale, license, lend or lease.

9.2. Customer will use commercially reasonable efforts to prevent and/or block any prohibited use by Customer personnel or Customer’s Users.

9.3. Customer will maintain any reasonable, appropriate administrative, physical, and technical level of security regarding its account ID, password, antivirus and firewall protections, and connectivity with the Services.

9.4. Customer shall maintain strict security over all VoIP Services lines. Customer acknowledges that Genesys does not provide Customer the ability to reach 911 or other emergency services and Customer agrees to inform any individuals who may be present where the Services are used, or who use the Services, of the non-availability of 911 dialing.

9.5. If the Genesys Cloud CX Service will be used to transmit or process Sensitive Information, Customer will ensure that all Sensitive Information is captured and used solely via the use of available Security Features.

9.6. Recordings. As between Genesys and Customer, Customer acknowledges that Recordings are solely within its discretion and control. Without limiting the foregoing: (i) Customer accepts sole responsibility for determining the method and manner of performing Recording such that it is compliant with all applicable Laws and for instructing the Services accordingly; and (ii) Customer shall ensure that Recordings shall be made only for diagnostic, quality assurance, archival, and/or Support purposes, and in any event only for purposes required and/or in compliance with, all applicable Laws. Customer will ensure that either (a) Recordings will not knowingly include any bank account number, credit card number, authentication code, Social Security number, or other personal or Sensitive Information, except as allowed or required by all applicable Laws; or (v) Recordings are encrypted at all times. To the extent Recordings are encrypted or where encryption is electable by Customer as part of the Service, Customer shall elect such encryption. Customer shall not modify, disable, or circumvent the Recording encryption feature within the Services and shall otherwise ensure that it will use the Services in compliance with the encryption feature.


10.1. General.

10.1.1.   Customer acknowledges and agrees that the Customer Data may be transferred or stored outside the country where Customer and its customers are located order to carry out the Services and Genesys’ other obligations under the Agreement.
10.1.2.    Customer represents and warrants that it has obtained all consents necessary for Genesys to collect, access, process, store, transmit, and otherwise use Customer Data in accordance with the Agreement.
10.1.3.    Customer shall comply with all requirements of integrity, quality, legality and all other similar aspects in respect of Customer Data and Messages. Genesys may, but is not obligated to, review or monitor any Customer Data. Genesys expressly disclaims any duty to review or determine the legality, accuracy or completeness of Customer Data used through the Services.

10.2.    If Customer, End Users or Persons provide credit card information to the Services, Customer retains responsibility for compliance with all applicable standards, including the Payment Card Industry Data Security Standards (“PCI-DSS”).

10.3.    Each party will comply with the European Union Directive 95/46/EC (the “EU Directive”) or such similar Laws within or outside of the EU (“Similar Data Security Laws”), as each applies to the performance of such party’s obligations under the Agreement. To the extent that either party is a Data Processor such party shall only process Personal Data in accordance with the instructions of the Data Controller. (The terms “Data Processor”, “Data Controller” and “Personal Data” are as defined in the EU Directive, and shall be deemed to denote analogous terms under Similar Data Security Laws.) The Data Processor shall promptly notify Data Controller if it receives any complaint, notice or communication which relates directly or indirectly to the processing of Personal Data under the Agreement, and provide full co-operation and assistance in relation to any such complaint, notice or communication.

10.4. Protection of Customer Data.

10.4.1.    Provided that Customer is fully compliant with the above Section 9, Genesys shall maintain reasonable, appropriate administrative, physical, and technical safeguards for protection of the security, confidentiality and integrity of Customer Data and (ii) Genesys shall maintain its status as a PCI-DSS Level 1 compliant service provider and comply with applicable credit card association rules regarding cardholder data security.
10.4.2.    Genesys shall not modify, disclose, or access Customer Data except to provide the Services and perform Support to prevent or address service issues or technical problems, at Customer’s request in connection with Support, or to the extent otherwise permitted in the Agreement.
10.4.3.    Genesys will have no obligation to maintain a system-level backup of the Customer Data except as set forth in the applicable User Guide or as required by applicable Laws. Without limiting anything set forth in this MSA, Customer Data will be stored by the Genesys Cloud CX Service, if at all, for the time periods set forth in the applicable User Guide.


11.1. Genesys shall Indemnify Customer for a finding that the Genesys Cloud CX Service has or continues to infringe(d) such third party’s intellectual property rights, identified in a patent or copyright that is enforceable in the United States. Notwithstanding the foregoing, Genesys shall not be liable and shall have no obligation for any claim arising from or based upon (a) the use of the Genesys Cloud CX Service outside the scope or terms, or upon or after the termination of the Agreement; or (b) if the claim would not have arisen without (i) any modification of the Genesys Cloud CX Service by Customer or a party acting under Customer’s direction or control; (ii) the combination of the Service with any technology (including software), equipment or other device, product or service that causes any modification, intentional or inadvertent, to the Services; or, (iii) use of the Genesys Cloud CX Services after receipt of notice from Genesys to discontinue such use; or, (c) Customer’s actions against the third-party intellectual property holder. In the event that it is determined or Genesys believes that the Genesys Cloud CX Service has violated the third party’s intellectual property rights, Genesys shall: (i) obtain for Customer the right to continue using the Genesys Cloud CX Service, (ii) replace or modify the Genesys Cloud CX Service so that it becomes non-infringing while retaining substantially similar functionality; or (iii) if neither of the foregoing remedies can be reasonably effected by Genesys, terminate Customer’s right to use the Genesys Cloud CX Service and refund to Customer the Fees paid for the Genesys Cloud CX Service in the amount of the lesser of the (A) prepaid, unused Fees; or (B) Fees paid during the immediately prior twelve (12) month period. The provisions of this Section 11 state the sole, exclusive, and entire liability of Genesys and are Customer’s sole remedy with respect to the infringement of third party intellectual property rights.

11.2. Customer shall Indemnify Genesys from any claim, loss, or damage arising in connection with Customer’s use of the Genesys Cloud CX Services (including any activities undertaken by Customer’s Related Parties).

11.3. The Indemnified party shall take all reasonable steps to mitigate any potential expenses and shall provide the Indemnifying party with: (i) prompt written notice of any such claim or actions, or possibility thereof upon becoming aware of the same; and (ii) relevant information (subject to confidentiality restrictions the Indemnified party owes to third parties), authority and reasonable assistance to settle or defend and such claim or action. The Indemnified party shall tender sole control and authority over, and reasonably assist with the defense or settlement of such claim or action. Notwithstanding the foregoing, the Indemnified party shall have the right to retain counsel of its own choice, at its own expense, in respect of the subject of the Indemnification, for purposes including services as co-counsel, or to monitor the defense provided by the Indemnifying party’s appointed counsel. The Indemnified party shall have the right to approve counsel selected by the Indemnifying party, which approval shall not be unreasonably withheld or delayed.


12.1. Marketing. Customer grants Genesys the right to use Customer’s name and logo to identify Customer as a Genesys customer. Subject to prior written approval of content, Customer grants Genesys the right to issue a media release after execution of the Agreement announcing that Customer has become a Genesys customer, and to make other announcements and place promotion in various publications and media. Except as set forth in a mutually agreed written public statement, Customer will not imply or state that Customer is affiliated with or endorsed by Genesys, publicize the existence of the Agreement, or disclose any of its terms.

12.2. Assignment. Neither party may assign its rights or obligations under the Agreement, either in whole or in part, except (1) with respect to a sale of substantially all of the assets of its business, merger, or change in the party’s ownership, or (2) with the prior written consent of the other party. Without limiting the preceding sentence, the rights and liabilities of the parties hereto shall bind and inure to the benefit of their respective successors and assigns.

12.3. Government Usage. This is a commercial item agreement. If the Services are acquired by or on behalf of the U.S. Government, a state or local government, or a prime contractor or subcontractor (of any tier) of the foregoing, such government customers and users shall obtain only those commercial license rights set forth in the Agreement.

12.4. Professional Services. Genesys will perform Professional Services on a time and materials basis unless otherwise stated in an SOW. Genesys shall control the manner by which the Professional Services are performed and may use subcontractors in the performance of the Services. Genesys reserves the right to make all staffing decisions in its sole and reasonable discretion. Genesys warrants that it shall perform the Professional Services in a professional and workman-like manner. Customer shall make available at no charge all technical data, computer facilities, programs, files, documentation, test data, sample output, office space, equipment and other assistance as reasonably requested by Genesys in the performance of Professional Services. Genesys retains sole and exclusive ownership of all materials created in connection with its performance of the Professional Services, including but not limited to: methodologies, know-how, source and object code; specifications, configurations, designs, architecture, processes, techniques, concepts, discoveries, and, inventions made or developed (collectively, “PS Creations”), in addition to all Derivative Works of the foregoing. To the extent, and for any reason the foregoing statement of ownership is not effective, Genesys shall have a royalty-free, worldwide, transferable, sublicenseable, irrevocable, perpetual license to use, including the incorporation into the Genesys Cloud CX Service, all PS Creations. Unless otherwise set forth in the Statement of Work, Customer is hereby granted a license to use the PS Creations solely in connection with, and under the same provisions as, its use of the Genesys Cloud CX Services.

12.5. Survival: The provisions of the Agreement regarding payment, confidentiality, assignment, licenses, definitions, limitation of liability, intellectual property and any provision which by its nature should survive, will survive the termination of the Agreement. In the event that any provision of the Agreement is held to be invalid or unenforceable, the remaining provisions of the Agreement shall remain in full force.

12.6. Force Majeure: Neither party will be responsible for acts of Force Majeure.

12.7. Governing Law: This Agreement shall be governed by the laws set forth in Table 1 below, based on the Customer’s domicile, without reference to conflicts of law provisions. The parties agree to submit to the personal and exclusive jurisdiction of such courts and that venue therein is proper and convenient as set forth in Table 1. In the event more than one Genesys entity is or becomes a party the Agreement, the governing law shall be California and United States federal law; and, the California state courts in and for San Mateo County, California (or, if there is federal jurisdiction), the United States District Court for the Northern District of California, each of which shall have the personal and exclusive jurisdiction, which such jurisdiction is acknowledged to be proper and convenient. The UN Convention for the International Sale of Goods shall not apply to the Agreement in whole or in part. In any dispute under the Agreement, the prevailing party shall be entitled to recover its cost of enforcing its claim, including but not limited to attorney fees.

12.8. Authority to Execute: The party executing the Agreement on behalf of the parties represents and warrants that he or she has been duly authorized under the party’s charter documents and applicable law to do so.

12.9. Independent Contractors: The parties are acting as independent contractors. Nothing in the Agreement shall be construed to create a partnership, joint venture or agency relationship between the parties.

12.10. Third party beneficiaries: No third-party beneficiary relationships are created by this Agreement.

12.11. Notices: All notices under the Agreement shall be in writing and shall be deemed to have been given when (a) personally delivered; (b) sent by electronic facsimile transmission; or (c) sent by registered mail, postage prepaid (which notice shall be deemed to have been received on the third (3rd) business day following the date on which it is mailed) or (d) sent overnight by a commercial overnight courier that provides a receipt (which notice shall be deemed to be received on the next business day after mailing), both to the address set forth on the title page hereto (or such other designee/address a party may provide by giving notice to the other party in compliance with the Agreement), and in the case of a notice to Genesys, with a mandatory copy to the attention of Vice President, Commercial Licensing, at the same address.

12.12. Waiver: No provision of the Agreement may be waived unless such waiver is in writing and signed by the party against which the waiver is to be effective.

12.13. Complete Agreement; Amendment. The Agreement constitutes the complete agreement between the parties and supersedes all prior agreements and representations, written or oral, concerning the subject matter of the Agreement. In the event of a conflict between the terms of a Services Order and the other provisions of the Agreement, the terms of the Services Order shall take precedence; however, MSA Sections 6, 8, 9, 10 and this section 12.13 may only be modified in the Services Order by a direct reference to such MSA sections. The Agreement may not otherwise be modified or amended except in a writing signed by a duly authorized representative of each party. The terms of the Agreement shall supersede the terms in any Customer purchase order or other ordering document.

12.14. Execution; Digitized Copies. The parties agree that this MSA may be executed by any means of signature, including electronic commerce or transmission, including facsimile, email, or acknowledgement through a webpage. The Agreement may be executed in two (2) or more counterparts, each of which is deemed an original, but which together constitute one contract or document. Signed digitized copies of the Agreement and other associated documents, including attachments and amendments shall legally bind the parties to the same extent as original documents.


13.1. Affiliate: A business entity that is not deemed adverse to other party’s business interest and that: (a) Controls the party; (b) is Controlled by the party; or (c) is under common Control with the party, but only during the time that such Control exists. For the purposes of this definition, “Control(led)” is the ability to determine the management policies of an entity through ownership of a majority of shares or by control of the board of management.

13.2. Agreement Term: The term during which the Agreement is effective.  The Agreement Term commences upon execution of the applicable Services Order, and ends upon completion of the Services unless earlier terminated by either party in accordance with the Agreement.

13.3. Confidential Information: Any information disclosed by one party to the other party, or otherwise learned by the recipient from the discloser, marked “confidential” or disclosed or learned under circumstances that would lead a reasonable person to conclude that the information was confidential. Notwithstanding the foregoing, Genesys Confidential Information includes but is not limited to Covered Products and the terms of this Agreement and Customer Confidential Information includes but is not limited to Customer Data.  In addition, whether or not marked “confidential” or otherwise identifiable as confidential, the following information shall be deemed Confidential Information of the discloser: inventions, product development plans, education materials, pricing, marketing plans, and customer lists.

13.4. Confidentiality Period: The longer of: (i) three (3) years after termination of the Agreement, or (ii) indefinitely with respect to trade secrets, Customer Data, and the Covered Products.

13.5. Customer: The non-Genesys (or non-Genesys Related Party) party to the Agreement identified in a Services Order.

13.6. Customer Data: (a) all data submitted through the Genesys Cloud CX Service by Customer or Users; and (b) the non-anonymized content of any reports generated by the Genesys Cloud CX Service regarding Customer’s use of the Genesys Cloud CX Service.

13.7. Derivative Work: A new or modified work that is based on or derived from all or any part of the Genesys Cloud CX Service, including without limitation, a revision, modification, translation, localization, adaptation, abridgment, port, condensation or expansion, in any form, of the Genesys Cloud CX Service, or any work that would infringe any copyright if created without the authorization of the copyright holder or any other intellectual property right in the Genesys Cloud CX Service or that uses trade secrets or other Confidential Information embodied in or used by the Genesys Cloud CX Service.

13.8. Effective Date: The effective date of the Agreement, or portion thereof (e. g. a Services Order or SOW executed subsequent to the original Services Order) which is the date of the last signature of, or as otherwise stated in, the linking Services Order or SOW.

13.9. Existing Intellectual Property: Any and all technology, know-how, software, data, ideas, formulae, processes, charts, Confidential Information, and any other materials or information and any and all worldwide intellectual property rights therein and thereto (a) owned or controlled by either party on the Effective Date or (b) developed by either party outside the scope of the Agreement and which does not use the other party’s Existing Intellectual Property or Confidential Information.

13.10. Feedback: any suggestions, enhancement requests, recommendations, report, feedback, proposals, anonymized statistical data or other information concerning the Genesys Cloud CX Service provided by Customer to Genesys hereunder. Notwithstanding anything to contrary herein contained, in no event shall Feedback be deemed Customer Existing Intellectual Property unless such Feedback existed on or before the Effective Date.

13.11. Force Majeure: Delays or failures on performance resulting from acts beyond the control of a party. Such acts include acts of God, provider blockades, denial of service, attacks, strikes, lockouts, riots, acts of war, terrorism, epidemics, Laws effective after the Effective Date, fire, communication line failures, power failures, earthquakes or other disasters natural or man-made.

13.12.  Genesys Cloud CX Service: The individual services and use of features and functionality of Genesys proprietary software and supporting facilities, all as further described in the applicable User Guide, that are ordered by Customer by a Services Order.  The term “Genesys Cloud CX Service” excludes Professional Services, Support and the use of Third-Party Applications. The term “Genesys Cloud CX Service” also excludes a Sandbox Subscription, which may be licensed to Customer through a separate Genesys Cloud CX Developer Agreement.

13.13. Indemnify (and all forms of the word (e. g. Indemnification): Agreement to indemnify, hold harmless, and defend the other party and its Related Parties and from and against any and all third-party claims, demands, sums of money, actions, rights, causes of action, obligations, allegations and liabilities of any kind or nature whatsoever, and from any resulting liabilities, damages, losses, and costs (including, but not limited to, attorney fees and disbursements) arising from or relating, directly or indirectly, to the use, act, omission, or manner set forth as the subject of and giving rise to the claim.

13.14. Initial Subscription Term: The minimum term for the initial Subscription under each Services Order.

13.15. Laws: Laws, statutes, regulations, directives, rules, standards and the like of any territorial division (e. g. federal, national, state, province, etc.).

13.16. Malicious Code: Viruses, worms, time bombs, corrupted files, Trojan horses and other harmful or malicious code, files, scripts, agents, programs, or any other similar code that may interrupt, limit, damage the operation of Genesys’ or another’s computer or property.

13.17. Phase-In Services: Genesys Cloud CX Service comprising less than the total Subscription under a Services Order and arising in connection with provisioning the Genesys Cloud CX Service in phases. Phase-In Service typically occurs prior to an Initial Subscription Term, but may also occur in connection with in increases of a Subscription. Except as set forth in a Services Order, Customer will be invoiced proportional Fees on a monthly basis and updated as each phase is completed.

13.18. Professional Services (or PS): The professional services described in a Statement of Work executed by the parties.

13.19. Provision Date: The date of the notice from Genesys to Customer that the applicable Genesys Cloud CX Service under a Services Order has been made available to Customer or was scheduled to be available to Customer but for delays caused by Customer and Customer’s representatives.

13.20. Recordings: Recorded inbound or outbound Genesys VoIP Service transmission, performed by Customer, via the Genesys Cloud CX Service as set forth in the applicable User Guide.

13.21. Related Parties: A party’s past, present and future officers, directors, employees, and other personnel, agents, insurers, reinsurers, servants, attorneys, parent company, subsidiaries and affiliates.

13.22. Renewal Subscription Term(s): Each subsequent term after the Initial Subscription Term. Each Renewal Subscription Term shall commence upon the anniversary date of the commencement of the Initial Subscription Term.

13.23. Security Features: The features and functionality associated with the Genesys Cloud CX Service used to help secure transmitted data. Security Features may include secure SIP/RTP, voice connection encryption, Private Variables, log masking, or other similar features as described in the applicable User Guide.

13.24. Sensitive Information: All sensitive or Confidential Information used in connection or transmitted by the Services including but not limited to personal health information (PHI), personally-identifiable information (PII) and credit card information.

13.25. Services: The Genesys Cloud CX Service, Professional Services, and all related services or deliverables provided under the Agreement.

13.26. Service Level Agreement: An agreement to perform services in accordance with specific metrics, subject to a defined set of remedies.  The Service Level Agreement, if applicable, is set forth in the Supplemental Terms for the Genesys Cloud CX Service as identified in the Services Order.

13.27. Services Order(s): The document by which Customer orders Genesys Cloud CX Service, or other goods and services that Customer may purchase from Genesys. Services Order shall include: (a) a description of items being ordered, including Subscription Term, and the quantity, (b) Supplemental Terms, (c) Fees, method of determining Fees, and pricing terms, (d) billing address; and (e) other addresses for the parties, if applicable. Genesys reserves the right to waive any or all of the aforementioned requirements either in writing or by fulfilment of the Order.

13.28. Subscription: Term-based grant, for a specified time to use a specific quantity and type of Genesys Cloud CX Service, all as described in the applicable a Services Order, and applicable Supplemental Terms (one or more sets of Supplemental Terms, each an exhibit to the Services Order).  Subscriptions exclude services and expenses associated with decommissioning Customer’s use of the Genesys Cloud CX Service, migration of Customer Data, and storage and retrieval of records associated with Customer’s use of the Services.

13.29. Subscription Term: The Phase-In Services (if applicable), Initial Subscription Term, and all Renewal Subscription Terms.

13.30. Support: the maintenance and support of the Genesys Cloud CX Service, subject to the terms and policies set forth in the applicable Support Guide.

13.31. Support Guide: The applicable online guide which sets out a description of the Support and is accessible via, as updated from time to time. The Support Guide is incorporated by reference into and made a part of the Agreement.

13.32. Support Level: The applicable level of Support as selected by Customer and elected under the Services Order.

13.33. Taxes and Regulatory Fees: Any direct or indirect local, state, federal or foreign taxes, levies, duties or similar governmental assessments of any nature, including regulatory fees (such as USF), fines, penalties, value-added, use or withholding taxes. Taxes and Regulatory Fees shall not include charges based upon Genesys’ income or employees.

13.34. Term: Any term (time period) under the Agreement (e. g. Subscription Term, Agreement Term, License Term).

13.35. Third-Party Applications: Third party or Customer-developed online, Web-based applications and offline software products that are provided by Customer or third parties, that may or may not interoperate with the Genesys Cloud CX Service.

13.36. User Guide: The applicable online guide which sets out a description of the Genesys Cloud CX Service and is accessible via, as updated from time to time. The User Guide is by reference incorporated into, and made a part of the Agreement.

Table 1. Governing Law, Jurisdiction, Notices.

If Customer, as of the Effective Date of the Service Order, is domiciled in:Customer is contracting with the following Genesys entity:The governing law is:The courts have exclusive jurisdiction are:Notices to Genesys should be sent to the following addresses:
BrazilGenesys Laboratórios de Telecomunicações Ltda.BrazilThe courts located in Sao Paulo, State of Sao Paulo, Brazil.Genesys Laboratórios de Telecomunicações Ltda.
Attn: Legal
Rua Joaquim Floriano, 243, Suite 113
Itiam Bibi, São Paulo CEP 04535-010, Brazi

Fax: +55.11.36113393

With a copy to Genesys US Legal (see below)
Canada Genesys Laboratories Canada Inc.Ontario, and the applicable Canadian Federal lawThe courts of Ontario, in the courts located in Toronto, OntarioGenesys Laboratories Canada Inc.
Attn: Director Sales Operations
50 Smyth Street, Suite 2000
Saint John, New Brunswick, Canada E2L 0B8

Fax: +1.416.932.3130

With a copy to Genesys US Legal (see below)
Japan Genesys Japan Co. LtdJapanThe courts of Japan, in the courts located in Tokyo, JapanGenesys Japan Co. Ltd
Attn: Senior Director Sales Operations
Uchisaiwaicho Tokyu Building 6F, 1-3-2,
Uchisaiwaicho, Chiyoda-ku, Tokyo
100-0011, Japan

Fax: +81.3.34295731

With a copy to Genesys US Legal (see below)
United StatesGenesys Telecommunications Laboratories, Inc.California, and the applicable United States federal lawThe California state courts In and for San Mateo County, California or, (if there is Federal jurisdiction), the United States District Court for the Northern District of CaliforniaGenesys Telecommunications Laboratories, Inc.
Attn: Legal
2001 Juniper Serra Blvd
Daly City, California 94014

Fax: 650.466.1260

All of the information in this cell is the address for “Genesys US Legal”
Rest of World/OtherGenesys Telecommunications Laboratories B.V.England and WalesThe courts of England and Wales in the courts located in London, EnglandGenesys Telecommunications Laboratories B.V.
Attn: Legal
Gooimeer 6-02, 1411 DD Naarden,
The Netherlands

Fax: +31.35.808030

With a copy to Genesys US Legal (see above)





1.    Initial Subscription Term; Minimum Purchase Commitment

Fees set forth in Services Orders are subject to Customer’s fulfillment of the Initial Subscription Term. Except as otherwise provided in an applicable Services Order, Customer is obligated to meet a minimum purchase commitment equal to the total monthly recurring fees times the number of months that comprise the Initial Subscription Term.

2.    Trial Subscription

Genesys may make available a Subscription for Customer to enable Customer’s access on a trial basis (“Trial Subscription”). In addition to Customer’s payment of Fees, Customer agrees to provide Feedback as may be reasonably requested by Genesys, including participation in surveys, in consideration for the Trial Subscription. Customer’s Trial Subscription terminates upon the earlier of (i) the parties execution of a Services Order to provide the then-Trial Subscription for an Initial Subscription Term; or (ii) the end of the trial period set forth in the Services Order (“Trial Period”). Genesys may also terminate a Trial Subscription on ten (10) days written notice. If Customer continues to use the Trial Subscription beyond the Trial Period, Genesys may treat Customer’s continued use as a Services Order for a one-year Initial Subscription Term subject to then-current rates for the applicable Genesys Cloud CX Service. Trial Subscriptions are excluded from Support and any Service Level Agreement.

3.    Supervisors

Customer is required to maintain at least one Supervisor license at all times. Customer shall authorize its Supervisor(s) to perform general tasks as may be available on the Genesys Customer Experience (CX) Platform. Customer will cause its Supervisor(s) to supervise and direct Customer’s use of Self Service.  Customer shall ensure that each Supervisor has the requisite authority to act on Customer’s behalf.

4.    Communication Circuits

Customer is responsible for procuring the applicable Communication Circuits, inbound and outbound voice, data, long distance and external network facilities for use with Genesys Cloud CX Services. If set forth in the Services Order, Customer may procure access to Communication Circuits from Genesys subject to payment of associated installation charges (one-time, per circuit), access fees (monthly) and usage fees (an advanced deposit and monthly, as incurred).  Communication-related Fees include any fees or charges imposed by third party carriers or service providers to install or initiate service for Customer (e.g., Communications Circuits installation fees).

5.    Agent Training

As set forth in the applicable Services Order, Genesys will provide initial user training to Customer’s trainer and administrative Agents.  Classroom or in-person training shall be conducted at a mutually acceptable location and date. Customer will cause one or more of its employees to attend such “Train the Trainer” training prior to the planned Provisioning Date. Thereafter, Customer’s trainer will conduct user training for Customer’s Agents that are expected to commence use of the Genesys Cloud CX Services as of the planned Provisioning Date. Following the planned Provisioning Date, Customer’s trainer will provide user training on an ongoing basis to enable Customer’s Agents continued use and understand the functionality of the Genesys Cloud CX Services as appropriate for the Agents’ areas of responsibility.

6.    Reports; Business Analytics

6.1.    Customer’s use of the Genesys Cloud CX Service includes access to CX Analytics. Customer personnel that have completed required training can configure reporting tools. Customer may use and distribute Application Performance Reports for Customer’s internal use only.  Application Performance Reports generated by the Genesys Cloud CX Service are stored and accessible to Customer for three years for aggregate data and three months for row level data.

6.2.    As set forth in the Services Order, the Subscription may include access and use of other Genesys workforce management and business analytics software or tools, or adapters that integrate with third party workforce management tools (collectively “BA Tools”). Customer is responsible for all decisions made using BA Tools and for determining whether BA Tools are sufficient for its needs.

7.    Security Features

Private Variables. Customer shall ensure that in respect of its use of CX Builder and all Customer Data transmitted though CX Builder or the results and proceeds of Customer’s use thereof: (i) all Sensitive Information is captured and used solely via the use of Private Variables, which such action is acknowledged by Customer as solely within Customer’s control; and, (ii) wherever Private Variables are transmitted to web services, Customer agrees that such transmittals are required to be through https://.

8.    Support

Customer will submit requests for Support subject to the processes set forth in the Support User Guide. Only Customer personnel who have completed required training may submit and manage resolution of Support requests. Prior to reporting an issue, Customer shall investigate the issue and make reasonable use of the self-help guides and information posted on the Customer Care Portal.  Customer personnel submitting tickets must be knowledgeable and have access to information to facilitate resolution of reported issues. Genesys is not responsible for resolving issues that cannot be reproduced in a controlled test environment.  All issues reported by Customer via Genesys Customer Care are tracked in the Genesys Customer Care Case Management Tool and assigned a case number for tracking purposes. Customer shall include the case number in all communications regarding a reported issue.

9.    Service Level Agreement

The Genesys Cloud CX Service includes such characteristics as 24×7 systems monitoring and administration. The Genesys Cloud CX Service will be available 24x7x365 except for downtime in respect of which Customer has received at least 3 days’ notice and which downtime will not exceed five (5) hours per month (“Scheduled Downtime”). Genesys will use commercially reasonable efforts to (i) provide Scheduled Downtime during off-peak business hours (10pm – 5am eastern); and (ii) avoid Scheduled Downtime that would impact all Genesys Cloud CX Service data centers at the same time. In the event that the Genesys Cloud CX Service is available for less than 99.9% of the total applicable time (excluding Scheduled Downtime) due to a “production outage” where the platform cannot process calls on behalf of Customer for the applicable month, Customer may request a credit subject to the Customer’s provision of written notice of such unavailability within thirty (30) days after the end of the applicable month. Such notice must contain a description of service incident including the date and approximate beginning and end time of the production outage service incident for Genesys’ verification.  Subject to Genesys’ verification that the service incident had occurred, Customer shall be entitled to recompense in the form of Credits for a production outage for the identified range as follows:

10.    Production Outage Credit

Service Availability Percentage Range-OutagesCredits
< 99.9% ≥ 99.8%1.5% of monthly Minimum Period Fees
< 99.8% ≥ 98.9%2.5% of monthly Minimum Period Fees
< 98.9% ≥ 97.0%5% of monthly Minimum Period Fees
< 97.0%10% of monthly Minimum Period Fees

Genesys, however, will not issue Credits for service incidents caused by: Equipment, Communications Circuits, VOIP Services, and carrier network services (e.g. voice, data, MPLS, Toll Free, DID), including delivery of calls over the internet; Customer’s software, services, computers, facilities, power failures or 3rd party integrations; Customer or users, including modifications made by Customer, User or another third party to the Customer applications, Services, or any features or functionality thereof; actions or inactions required for compliance with Laws; Internet connectivity or failures, and Force Majeure events.  This Service Level Agreement is applicable provided Customer is not in material breach of any of the Agreement, including each of its Schedules. This Service Level Agreement, and corresponding Credits, if any, is the sole and exclusive rights and remedies regarding Genesys Cloud CX Service platform availability.

11.   Adding and Decreasing Agents

Customer can increase Agents during the Subscription Term, subject to payment of the per-unit recurring Fees set forth in the Services Order and an implementation charge. Except as otherwise stated in a Services Order, aggregate increases of more than ten percent (10%) are subject to a surcharge of fifteen percent (15%) applied to all recurring Fees for then-current Agents. Customer can decrease Agents during the Subscription Term, but decreases shall not alter the terms of any commitment or reduce billable Fees below applicable Minimum Period Fees. Fees for Agents are based on peak usage in a given month.

Premier Edition Only

As may be used in the applicable Services Order, SOW, or Supplemental Terms, capitalized terms shall have the meanings set forth below:

Additional Users: Users added after the Provision Date.

Application Performance Reports: Please see, CX Analytics.

Application: Computer software designed to perform specific business tasks for the User or end customer of Genesys Software (as opposed to System core or middleware which serve the Application, but not the User).

Billing Period: The timing and frequency of Genesys generating invoices.

Call Data Reports: Please see, CX Analytics.

Call Storage Fees: Fees that are assessed at a rack rate per minute of the call stored for first 30 days of storage. Long term storage (longer than 30 days) is available on a monthly basis.  One time PS Implementation Fees will apply.

Call Volume Reports: Please see, CX Analytics.

Concurrent User or Simultaneous User: The peak number of Concurrent or simultaneous Users at a point in time.

Concurrent: Actual simultaneous use of a Genesys Covered Product by a User, application, or System component, as applicable.

CX Analytics Fees: Fees for use of CX Analytics, as set forth in the Services Order.

CX Builder: Web-based tool for platform for building, deploying and managing interactions on the CX Platform.

Genesys Customer Experience (CX) Platform: a platform for building, deploying and managing inbound & outbound IVR and VCC solutions. Includes access to CX Builder.

Genesys GPS Location Services Fees: Fees that are assessed per Genesys GPS Location Services lookup.

Genesys GPS Location Services: Provides permission-based geographic location for most cell phones and landlines when accessed via the Genesys IVR.

Genesys Name & Address Capture Fees: Fees that are assessed per transaction; activation Fee also applies.

Genesys Outbound Application Programming Interface (API): A Genesys tool that enables Customers to configure the outbound functionality of the Genesys Cloud CX Service; necessary for access to outbound IVR Transaction of the Genesys Cloud CX Service, Premier Edition, if Outbound Campaign Manager is not used for such purpose.

Genesys Premier Edition Virtual Contact Center (VCC) Platform:  a cloud-delivered routing human-assisted interactions.

Genesys Salesforce Integration Fees: Fees are assessed as a fixed flat fee. Additional PS Implementation Fees or other applicable PS Fees will apply.

Genesys Salesforce Integration: An integration API that integrates Salesforce instances with Self-Service applications.

Interactive Call Minutes Fees: Fees for Interactive Call Minutes.  All calls will be assessed Interactive Call Minute Fees except calls that result in a busy signal or no answer.  All Interactive Call Minutes are billed in 6-second increments, with a 6-second minimum.  Notwithstanding anything to the contrary herein contained, if Customer: (a) elects to have calls hang-up on answering devices, each such call will be deemed Interactive Calls, and will be charged for 12 seconds; and, (b) Initiates a call that results in a Bad Number, each such call will be deemed an Interactive Call, and will be charged for 12 seconds.

Interactive Call Minutes: Minutes consumed by an Interactive Call.

Interactive Call: A call where a Message is transmitted to a Person or device and enables the Person to interact with the call script (such as a survey, questionnaire, poll) and finally enables Customer to connect to a client contact center or interactive voice response system.

IVR Transaction Fees: Fees that are per minute charges for use of IVR Transactions.

IVR Transactions: The inbound and/or outbound interactive voice response transactions that comprise a Genesys Cloud CX Service feature, based upon (session-based) Port usage.

IVR: interactive voice response.

Minimum Period Fees: The minimum Fees set forth in a Services Order, defining the scope of Customer’s purchase commitment for the Subscription Term; Fees incurred in any given month in excess of the Minimum Period Fees will not roll-over to reduce minimums in any other period. Minimum Period Fees may be set forth for a monthly, annual, biannual or other basis.  If Minimum Period Fees are set forth on a basis other than monthly, the Minimum Period Fees will be recalculated on a monthly basis for the purpose of assessing any Credits pursuant to a Service Level Agreement and true-up calculations to meet the Minimum Period Fee commitment will be conducted on a quarterly basis.

Outbound Campaign Manager: A tool that enables Customer to build, deploy and manage outbound campaigns for use through the Genesys Cloud CX Service; necessary for access to outbound IVR Transaction of the Genesys Cloud CX Service, Premier Edition, if Outbound API is not used for such purpose.

Private Variables: A programmatic data element whose value is populated during run time while the voice application is running and visual access to which value is blocked. Once a Variable is marked “Private,” it becomes stateless, meaning that the Variable exists only long enough for a call to take place, and at the end of the call the Variable is erased from Genesys’ systems and servers.

Production: In use, or ready for use intended for or able to be used for revenue-generating business operations.

Provision(ed)(ing): The applicable Genesys Cloud CX Service having been made available to Customer pursuant to the Agreement. For purposes of clarification, provision (lowercase) is used to denote installation or other instigation of certain Provider services.

PS Implementation: Professional Services comprising configuration, installation and implementation of the applicable Genesys Cloud CX Service, as set forth in a Statement of Work.

Real-Time Transcription Fees: Fees are assessed per 30 seconds of transcription; one time PS Implementation Fees apply.

Real-Time Transcription: On-demand Genesys Cloud CX Service solution that collects data from callers, transcribes pieces of information from the call, and communicates pieces of data into existing CRM or ERP applications.

Recordings: Recorded inbound or outbound Genesys VoIP Service transmission, performed by Customer, via the Genesys Cloud CX Service (e. g. utilizing Genesys’ Agent Voice Portal), as set forth in the applicable User Guide.

Self Service: Any channel available through the Service (e. g. IVR, SMS) where a Customer can obtain, enter or update information without human assistance.

Supervisor: A Customer technical, operational and support personnel authorized to use the administrative functions and features of the Services, but not otherwise authorized to use the Services in production.

User: An individual (a) who (i) is authorized by Customer; and, (ii) has been supplied a User identification and password(s) by Customer; (b) for whom a Subscription to the Genesys Cloud CX Service has been purchased (or, in the case of a Trial Subscription, selected) by Customer to access the Services.  Users may include but are not limited to employees, consultants, contractors and agents of Customer, or third parties with which Customer transacts business.

Variables: Containers of information collected from the caller or use of a webserver. Variables are used to represent information made available by the Genesys Cloud CX Service, such as caller ID, call duration, or dialed Telephone Number.

Voice Site: A collection of audio content on a VoIP Services phone number that utilizes the feature of the Genesys Cloud CX Service.

Voicemail Storage:  retention feature of Genesys Cloud CX Service, Premier Edition of up to 30 days voicemail storage, extendable for additional Voicemail Storage Fees.

VoIP Services: Protocol agnostic inbound and/or outbound, “domestic” and/or ”international” services provided by applicable carriers and other service providers, via Genesys, as part of and for use with the Services. For purposes of this definition, “domestic” shall mean such services originating and terminating within the same country, and international shall mean such services that transit outside the originating country and terminate outside of the originating country.

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