1. DEFINITIONS; ACCESS TO SERVICES; AND FEES
1.1 Definitions. As used in this Agreement, the following terms shall mean:
“Agreement” means these Terms and Conditions, the associated SLA, all applicable Customer Service Agreements, and Statements of Work entered at any time between the parties, and any SA entered between West and Customer from time to time.
“Circuit” means the actual connection(s) (wired, wireless or both) between West and Customer over which Services are delivered.
“CSA/SA Service Period” or “Service Period” means the number of months that Customer has contracted to accept applicable Services from West as stated on each governing CSA or SA. The Service Period shall include the Initial Service Period and all subsequent Annual Renewal Periods entered thereafter. The Initial Service Period shall commence upon the installation of the applicable Service.
“Custom Applications” mean specialized West products that require Customer specific configurations including, but not limited to, ControlMaxx™ and MaxxSecure™.
“Customer” means the entity purchasing Services from West as reflected in the applicable CSA, SA or SOW.
“Customer Service Agreements” or “CSAs” mean collectively those documents which specifically define the Services ordered by Customer and which are entered between West and Customer from time to time during the Term. CSAs set forth, among other things, the specific Services ordered by Customer; the Customer locations to which Services are to be provided; applicable Subscription Fees, NRCs and other fees; the Initial Service Period for the Services; and other detailed information regarding the Services to be provisioned to Customer. Multiple CSA(s), each covering one or more locations and/or one or more Services, may be entered between Customer and West during the Term. CSAs specifically include all attachments and exhibits thereto.
“Early Termination Cost” means costs payable to West as a result of the early termination of part or all of contracted Customer Services as specifically stated herein.
“Effective Date” means the earlier of: (a) the date Customer first executes a CSA, SA or SOW for Services, (b) the date West orders or installs any Service for Customer; or (c) the date Customer first accesses or uses a Service.
“Legal Requirement” means all then-governing federal, state, local, municipal, foreign and/or international laws, ordinances, regulations, statutes, treaties, injunctions, judgments, decrees, orders and/or rulings rendered by any court, administrative agency or other governmental body of competent jurisdiction applicable to the matter at issue.
“Monthly Recurring Services” means Services provided by West to Customer as specified in applicable CSA(s) or SA(s) and for which Customer incurs monthly recurring fees for Customer’s use of those Services. Examples of Monthly Recurring Services include but are not limited to hosted voice and network services.
“Non-Recurring Charge(s)” or “NRC” means any and all one-time charges for West’s Services including fees directly charged by West and those passed through to Customer from West’s vendors and/or subcontractors. NRCs include but are not limited to installation fees, Custom Application fees, special construction charges, professional service and training fees, Purchased Equipment charges and any other one-time charge or fee. All such NRCs will be established in each CSA, SA or SOW either as a specific amount or detailed as being Customer’s responsibility.
“Professional Services” means West’s professional consulting and support services specified in applicable Statement(s) of Work.
“Provided Equipment” means West’s core and edge routers and switching devices, IP telephones, gateway devices, video and audio conferencing and/or any other devices that West may provide to Customer from time to time to facilitate Customer’s access to the Services subject to the terms of this Agreement. Provided Equipment does not include Purchased Equipment as described below.
“Purchased Equipment” means any and all equipment purchased by Customer from West pursuant to these Terms and Conditions. Title to Purchased Equipment shall pass to Customer upon payment in full of the purchase price for such goods to West.
“Services” means West’s communications network and all services and features delivered over or through such network or other networks to Customer, including but not limited to Monthly Recurring Services, as specified in applicable CSA(s) and or SA(s), and/or West’s Professional Services as specified in applicable Statement(s) of Work.
“Service Addendum” or “SA” means: (a) any written document executed by West and Customer or (b) any oral or written instruction given by Customer or Customer’s authorized users to West, that details the scope and charges, if any, relating to changes to an executed CSA and/or additional Services, locations, or Purchased Equipment to be covered by these Terms and Conditions. Any such oral or written instructions given by Customer to West shall become a binding Service Addendum upon West’s installation and/or provision of the modified scope of Services or Purchased Equipment subject to the SA. Service Addendums shall establish any change in or additional Subscription Fees and/or NRCs.
“SLA” means West’s Service Level Agreement, which specifies the target performance levels of West’s Services, and the financial consequences of failing to meet those Service levels, as may be amended by West from time to time.
“Statement of Work” or “SOW” means collectively those documents which specifically define the scope of Professional Services ordered by Customer and which are entered between West and Customer from time to time during the Term. SOWs set forth, among other things, the specific Professional Services ordered by Customer; the Customer locations to which Professional Services are to be provided; applicable NRCs and other fees; projected timelines for the provision of the Professional Services; and other detailed information regarding the Professional Services to be provisioned to Customer. Multiple SOW(s), each covering one or more locations and/or one or more Professional Services, may be entered between Customer and West during the Term. SOWs specifically include all attachments and exhibits thereto such as the applicable pricing pages.
“Subscription Fees” mean all monthly recurring fees charged to Customer for the use of West’s Services. Subscription Fees will be established in applicable CSA(s) and SA(s).
“Term” means the period of time from the Effective Date through the date the last of the CSA(s), SOW(s) and/or SA(s) governed hereunder between Customer and West expires or is terminated.
“Terms and Conditions” means these terms and conditions for the provision of Services, Purchased Equipment, and Provided Equipment.
“West” means West Unified Communications Services Canada, Inc.
Additional terms are defined in other sections of this Agreement.
1.2 Customer’s Use of Service. Pursuant to the terms and conditions of this Agreement, West grants Customer and Customer’s authorized users access to the Services. Under no circumstances shall Customer resell the Services. Such access shall include, but not be limited to, the use of the Provided Equipment that West may supply from time to time to facilitate Customer’s access to the Services. Services may be provided or supported by West affiliates, and all support shall be provided in English. Customer shall provide West’s personnel with reasonable access to Customer’s premises to maintain the Provided Equipment and Services and to remove the Provided Equipment upon expiration or termination of this Agreement. Any material delay in repair or maintenance of West’s Services caused by Customer’s failure to grant West timely access to Customer’s premises shall be excluded from the calculation of any Service outages in the determination of any credits due Customer under the SLA. If Customer can grant access to the rooftop, wire chases, risers, and/or other spaces of any building in which Customer is located, Customer grants West the right to install Provided Equipment, wiring and related devices in such locations. Additional Service-specific terms governing Customer’s access to and use of the Services may be found at https://www.westuc.com/additional-service-terms and are incorporated by reference as if fully set forth herein.
1.3 Payment of Fees and Charges to West. Pursuant to the payment terms of Section 4, in consideration for Customer’s access to the Services, Customer shall remit timely payment of the Subscription Fees, NRCs, and other charges as set forth in the applicable CSA(s), SA(s) and SOW(s). Subscription Fees shall remain fixed for the initial Service Period (“Initial Service Period”) stated on the governing CSA or SA. West may raise or lower the Subscription Fees for any Annual Renewal Period by providing written notice to Customer not less than ninety (90) calendar days prior to the expiration of the then-current Initial Service Period or Annual Renewal Period, whichever is applicable. If West increases its Subscription Fees and/or other charges prior to such Annual Renewal Period, Customer may terminate all applicable CSA(s) and SA(s) without penalty upon written notice of termination delivered to West at least sixty (60) calendar days prior to the date on which such increases are to become effective. Failure by Customer to provide timely notice of termination under this Sub-Section 1.3 shall constitute a waiver of such right.
1.4 West Retains Title to Its Provided Equipment. West retains all right, title and interest to the Provided Equipment supplied by West for use by Customer. Customer will not allow liens or other encumbrances to be placed on West’s Provided Equipment. If such liens are asserted, Customer will notify West and take immediate efforts at Customer’s expense to have such liens and/or encumbrances removed.
1.5 Customer’s LAN. Customer certifies that its Local Area Network(s) (“LAN”) is (are) "voice capable" and meets Ethernet specifications (i.e., the LAN is a minimum 10/100 Mbps full duplex switched Ethernet Network that runs over a 100% CAT 5 or better infrastructure without “daisy chaining” of switches). Any cost to upgrade, extend, or maintain the LAN shall be Customer’s responsibility. At Customer’s request, West will provide a quote to Customer in order to determine whether Customer’s LAN meets the requirements on a site-by-site basis. For the sake of clarity, any LAN containing one hundred percent (100%) managed switches and category 5 or better cabling shall be deemed to meet West’s requirements.
1.6 Costs and Fees May Increase If Customer Changes Service Locations or Quantities Ordered. Customer acknowledges that the Services described in this Agreement are specific to the exact quantities, location(s) and time frames for installation quoted at the time of execution of the applicable CSA(s), SA(s) and/or SOW(s) by West. If Customer significantly changes the quantities of Service(s) or significantly delays, changes, or expedites the installation of any individual Circuit(s) or Services, West may adjust the price of installation, other NRCs, and/or Subscription Fees associated with the Circuit(s) or Services at issue. If Customer elects to change either the installation location or type of Circuit after the Circuit has been ordered or installed, Customer agrees to pay in advance all charges associated with canceling the existing Circuit and installing the new Circuit including, but not limited to, cancellation fees charged to West by third-parties and any increase in Subscription Fees and/or installation fees associated with the new Circuit. Customer shall provide West with at least sixty (60) days advance written notice of any requested change in Service. Any increases in Subscription Fees related to said changes shall not invoke Customer’s rights of termination under Sub-Section 2.3 below.
1.7 Special Construction Charges. Quoted installation fees reflect only West’s direct charges for installation and connection on West’s end of Circuits and/or the initiation of Services. Quoted installation fees do not include special construction charges that may be assessed by the third-party communication companies that install the Circuit(s). Such special construction charges will be passed through to Customer without markup and shall be invoiced by West upon receipt of billings from the applicable third-party. West will seek Customer’s approval for any special construction charges prior to initiating installation (such charges are typically less than $300 per Circuit; but special situations can result in higher charges). The period between West’s notice to Customer of any such charges and Customer‘s response to such notice shall not be considered in the determination of West’s compliance with the applicable installation SLA. If Customer elects not to incur such special construction charges, West and Customer will work together to find an alternative solution. In the event the parties are unable to agree on an acceptable solution, Customer may cancel the affected Services, but only for the affected location. Customer shall be responsible for paying any direct costs incurred by West for canceling such Services. Nothing in this Sub-Section 1.7 shall be construed to allow Customer to terminate unaffected Services or unaffected locations.
Once Customer authorizes the expenditure of special construction charges, West shall move forward up to the preauthorized amount. If during the Circuit installation process it becomes apparent the actual charges may exceed the preauthorized amount, West will use reasonable efforts to seek Customer’s revised approval. However, if additional charges would result from terminating the installation process and the increased estimated charges represent less than a thirty percent (30%) increase over the original estimate, West may proceed with installation and Customer shall pay the actual charges incurred regardless of whether West informed the Customer of such increased cost.
1.8 Order of Precedence. In the event of any conflict between the terms and conditions set forth in these Terms and Conditions and any CSA, SA or SOW, the following order of precedence shall apply: (a) SA, (b) CSA or SOW, and then (c) the Terms and Conditions.
2. TERM, EARLY TERMINATION
2.1 Term. These Terms and Conditions commence as of the Effective Date and shall remain in effect until the last of the CSA(s), SA(s) and/or SOW(s) expires or is terminated. Each CSA and SA shall continue for the Initial Service Period set forth therein and shall automatically renew for successive one (1) year Service Periods thereafter (each an “Annual Renewal Period”) unless terminated in accordance with the terms of this Agreement. Either party may terminate a CSA or SA upon the expiration of the Initial Service Period or any subsequent Annual Renewal Period by written notice of termination delivered to the other party at least sixty (60) calendar days prior to expiration of the then-current Initial Service Period or Annual Renewal Period, whichever is applicable.
2.2 Termination by West for Cause. At any time during the Term of this Agreement, West may terminate the Agreement or any applicable CSA, SA or SOW for cause should Customer materially breach any term thereof. Unless otherwise stated in the AUP for violations thereof, prior to any such termination, West will provide Customer with at least thirty (30) calendar days prior written notice of its intent to terminate, which notice shall describe Customer’s breach in reasonable detail. West’s required termination notice period set forth above shall be reduced to ten (10) calendar days in cases of Customer’s failure to pay monies due and owing and/or Customer’s violation of any Legal Requirement. Should Customer fail to cure such breach to West’s reasonable satisfaction during the applicable notice period, the Agreement and/or applicable CSA, SA or SOW may be immediately terminated by West by subsequent written notice. If West terminates the Agreement or any or all Services covered by it for cause, Customer shall pay to West the Early Termination Costs set forth in Sub-Section 2.4 below. If West subsequently agrees to reconnect any previously disconnected Services, Customer must bring its account current and pay the then-current reconnect fees prior to reconnection of the Services. West may also terminate for cause in the event Customer becomes insolvent, assigns any or all of its assets for the benefit of its creditors, or voluntarily or involuntarily files for dissolution, liquidation or bankruptcy.
Customer’s obligations to pay all amounts owed to West, including those in Sub-Section 2.4, shall survive termination of all or any portion of this Agreement pursuant to this Sub-Section 2.2. Further, in addition to any other remedies available under this Agreement, West shall be entitled to recover from Customer all reasonable attorneys’ fees, costs of collection, and court costs as and when incurred by West resulting from or in connection with any breach of this Agreement by Customer.
2.3 Termination by Customer for Cause. At any time during the Term, Customer may terminate a CSA, SA or SOW should West materially breach the terms or conditions thereof relating to West’s provision of Services. Prior to any such termination, Customer shall provide West with at least thirty (30) calendar days prior written notice of intent to terminate, which notice shall describe West’s breach in reasonable detail. Should West fail to cure such breach to Customer’s reasonable satisfaction during the notice period, the applicable CSA, SA or SOW may be immediately terminated by Customer by subsequent written notice. Customer’s obligations to pay all amounts owed to West through the date of Service cancellation shall survive termination of any CSA, SA or SOW pursuant to this Sub-Section 2.3.
2.4 Early Termination Cost Payable by Customer Upon Early Termination of Services. The Subscription Fees charged by West are based on Customer’s agreement to purchase the quantity of Services for the full Service Period set forth in the governing CSA(s) and/or SA(s). Thus, other than termination by Customer under Sub-Section 1.3 or for cause pursuant to Sub-Section 2.3 above, if this Agreement and/or any CSA(s), SA(s) or Service(s) are terminated by either party, in whole or in part, for any other reason prior to the expiration of the applicable Service Period, Customer shall pay West Early Termination Costs equaling one hundred percent (100%) of the Subscription Fees set forth in the applicable CSA(s) and/or SA(s) for each month remaining between the effective date of termination and the expiration date of the then-current Initial Service Period or Annual Renewal Period, whichever is applicable.
Customer acknowledges that it would be difficult or impossible to calculate West’s actual damages incurred as a result of such early termination and that these Early Termination Costs represent a reasonable attempt to establish fair and equitable compensation payable to West resulting from any such early termination.
2.5 Return of West’s Provided Equipment upon Expiration or Termination. Upon expiration or termination of this Agreement, Customer will assemble West’s Provided Equipment for delivery to West. West will be allowed prompt access to Customer’s premises for the purpose of removing such Provided Equipment. Customer will ensure that Customer’s landlords are informed of West’s ownership of such Provided Equipment and, if requested by West, will provide a letter from each such landlord acknowledging West’s right of access to Customer’s premises for the purpose of removing West’s Provided Equipment without restriction.
3. PROCEDURES GOVERNING CUSTOMER’S USE OF SERVICES
3.1 Monitoring. West may monitor Customer’s use of the Services electronically from time to time to insure West’s compliance with all governing SLAs, CSAs and/or SAs and may disclose any information necessary to satisfy any Legal Requirement, to operate the Services properly, and/or to protect West or its other subscribers.
3.2 Customer Must Back-Up Its Own Data and Files. West shall have no responsibility for Customer’s personal files and data (including voicemail, e-mail, or fax messages) that reside on, are transferred through, and/or that are attached to West’s Provided Equipment or network. Customer shall be solely responsible for independent backup of all such data and files. West reserves the right to delete Customer’s data and files after the expiration or termination of this Agreement.
3.3 West Has No Control Over the Internet or Public Telephone Network. CUSTOMER ACKNOWLEDGES THAT WEST DOES NOT OPERATE OR CONTROL THE INTERNET, PUBLIC TELEPHONE NETWORK OR THE EXACT OR APPARENT GEOLOCATION OF IP ADDRESSES. CUSTOMER AND ITS AUTHORIZED USERS ASSUME ALL RISK OF LOSS OR DAMAGE THAT MAY ARISE FROM USE OR ACCESS TO THE INTERNET AND/OR PUBLIC TELEPHONE NETWORK, AND ASSUME THE SOLE RESPONSIBILITY TO EVALUATE THE ACCURACY, MERCHANTABILITY, COMPLETENESS AND USEFULNESS OF ALL MERCHANDISE, OPINIONS, ADVICE, SERVICES AND OTHER INFORMATION PROVIDED THROUGH THE SERVICES OR ON THE INTERNET AND/OR PUBLIC TELEPHONE NETWORK.
CUSTOMER ACKNOWLEDGES THAT THE INTERNET CONTAINS UNEDITED MATERIALS, SOME OF WHICH ARE SEXUALLY EXPLICIT AND/OR MAY BE OFFENSIVE. CUSTOMER HAS AUTHORIZED ITS USERS' ACCESS TO THE INTERNET AND SUCH MATERIALS CONTAINED ON IT AT THEIR OWN RISK.
3.4 Modification to West’s Services. West reserves the right to modify, revise, or upgrade its Monthly Recurring Services, including access procedures, menu structures, commands, documentation, vendors and Services offered; provided; however, West shall not lower the bandwidth and/or other material features of the Services provided to Customer or increase the Subscription Fees in violation of Section 1.3 of these Terms and Conditions.
3.5 The AUP. Customer shall use the Services only for lawful purposes. With regard to Monthly Recurring Services, Customer shall adhere to West’s Acceptable Use Policy (“AUP”) as communicated from time to time at https://www.westuc.com/acceptable-use-policy. Other than the right to use the Services in accordance with this Agreement, Customer acquires no right, title, or interest in any Provided Equipment, hardware, software (including developed software), licenses, intellectual property rights and other rights or property interests relating to the Services or West.
3.6 Restrictions on Certain Activities.
3.6.1 Customer shall not use distribution lists or mass electronic mailing software or send unsolicited e-mail utilizing the Monthly Recurring Services without obtaining West’s prior written consent; except that Customer may send bulk e-mail to any entity with which it has a pre-established commercial relationship in accordance with governing law.
3.6.2 Customer shall not use West’s trademarks, service marks, or trade names for advertising or promotion without West’s prior written consent.
3.6.3 Customer shall not transmit, upload, receive, or store on or through West’s network any material that: (a) violates any Legal Requirement (including, but not limited to, those Legal Requirements relating to call recording); (b) infringes any intellectual property or proprietary right of a third-party; (c) contains material that in West’s reasonable opinion is fraudulent, illegal, threatening, obscene, libelous, or offensive; and/or (d) contains any viruses, worms, “Trojan Horses” or other code or features that may damage, disrupt or disable computers, networks or any information thereon. Customer’s obligation to prevent the receipt of any information in sections a through d above shall be limited to using commercially reasonable efforts to prevent the receipt or continuing receipt of such information.
3.6.4 Customer shall not engage in intentional or negligent activities while using the Services that are intended or likely to result in damage to any person, entity, or property including, but not limited to, any computer, network or the information thereon.
3.6.5 Customer shall not disassemble, decompile, or otherwise tamper with West’s Provided Equipment and/or software residing thereon or with any Purchased Equipment or software.
3.6.6 Customer shall not utilize the Monthly Recurring Services to host bandwidth intensive web servers, proxy servers or any other Internet server that would be atypical of an enterprise organization’s normal office use without West’s prior written consent, which shall not be unreasonably withheld.
3.6.7 If Customer receives Monthly Recurring Services, Customer shall not operate or conduct call center or telephone solicitation activities, or utilize streaming media servers, without West’s prior written consent, which shall not be unreasonably withheld, unless specifically provided in an agreed upon CSA. All such activities shall be undertaken by Customer in strict compliance with all governing Legal Requirements, even if authorized by West.
3.7 Certain Customer Responsibilities.
3.7.1 Customer shall be responsible for providing, maintaining and supporting customer-managed applications, software and software licenses and Customer’s LAN including, but not limited to, personal computers, site wiring, switches and related hardware, software, and peripherals, as well as providing electrical power to all devices and backup power supply if so desired. West shall have no obligation to install, create, configure, or maintain any LAN or to configure, install or support any software, application or other equipment in or on Customer’s computers or LAN unless specifically provided for in the CSA(s) or SOW(s). Even if West deploys any Customer-provided equipment, software, applications and/or devices on Customer’s premises, or installs Customer’s applications on West’s servers on West’s premises, West shall have no responsibility for maintaining or supporting any such Customer-provided computer, facsimile, telephone, paging, networking, software, licenses, applications, equipment or other device used by Customer whether used in conjunction with the Services or not. If Customer engages West’s technical support personnel to diagnose an issue and West determines in its reasonable judgment that the issue is caused by a device, application, software or situation for which Customer is responsible, Customer shall pay for any time incurred by West in diagnosing, troubleshooting, and/or repairing any of the above-mentioned equipment, software, applications or devices at West’s then-current hourly rates for time and material service (“TM Charges”) as provided at https://www.westuc.com/time-and-materials-rates.
3.7.2 Customer and West shall jointly agree on a user training plan that at minimum details the time(s) and location(s) for training and the amount of training time included for Monthly Recurring Services. In no event shall the length of training time included exceed that required to train in groups of less than five (5) users at a time. Customer shall make its personnel available for training at the times and locations set forth in such plan. If Customer fails to have its personnel available at the agreed upon times, Customer will pay for any additional time required by West’s trainer(s) at the rates set forth at https://www.westuc.com/time-and-materials-rates. Unless otherwise provided in the CSA, training will be delivered remotely over West’s network by a certified West trainer. Unless otherwise agreed in advance, as part of developing Customer’s training plan, training will be done in groups of five (5) to ten (10) users. Receptionists and assistants will be trained separately from regular users. If Customer desires additional or alternative training, such training can be purchased at the prices set forth at https://www.westuc.com/time-and-materials-rates either prior or subsequent to initial training. If Customer elects to have on-site training, either initially or at a later date, in addition to the applicable TM Charges, Customer will reimburse West for all reasonable travel expenses incurred by the trainer including, but not limited to, air travel, automobile rental or usage, hotel and a per diem of $50.00 per day per trainer. If Customer changes the agreed Services, training, Provided Equipment, or equipment installation date(s), and West incurs additional travel costs as a result, Customer will reimburse West for such additional charges at West’s actual cost.
3.7.3 Customer shall be responsible for payment of the full replacement cost of any Provided Equipment lost, stolen or damaged while in Customer’s possession (normal “wear and tear” excepted) including that caused by negligence, misuse, fire, flood, storm, earthquake, theft, vandalism, electrical disturbance or lightning damage.
3.8 The following provisions apply to the provision of emergency services in Canada, and contain important information regarding access to 9-1-1- service:
3.8.1 Description: VoIP services allow Customer and its users to make or receive telephone calls over the Internet to or from the public switched telephone network. The nature of VoIP telephone calls, while appearing similar to traditional telephone calling services, create unique limitations and circumstances, and Customer acknowledges and agrees that differences exist between traditional telephone service and VoIP telephone services, including the lack of traditional 9-1-1 emergency services.
3.8.2 9-1-1 service: Because of the unique nature of VoIP telephone calls, emergency calls to 9-1-1 through Customer’s VoIP service will be handled differently than traditional phone service. The following provisions describe the differences and limitations of 9-1-1 emergency calls, and Customer hereby acknowledges and understands the differences between traditional 9-1-1 service and VoIP calls with respect to 9-1-1 calls placed to emergency services from Customer’s account as described below.
3.8.3 Placing 9-1-1 calls: When a 9-1-1 emergency call is made, the VoIP service will attempt to automatically route the 9-1-1 call through a third-party service provider to the Public Safety Answering Point (“PSAP”) corresponding to Customer’s address of record on Customer’s account. However, due to the limitations of the VoIP telephone services, the 9-1-1 calls may be routed to a different location than that which would be used for traditional 9-1-1 dialing. For example, the call may be forwarded to a third-party specialized call center that handles emergency calls. This call center is different from the PSAP that would answer a traditional 9-1-1 call which has automatically generated Customers’ address information, and consequently, Customer, an end-user or other person, may be required to provide his or her contact information and location to the call center.
3.8.4 How Customer information is provided: The VoIP service will attempt to automatically provide the PSAP dispatcher or emergency service operator with the location associated with Customer’s account. However, for technical reasons, the dispatcher receiving the call may not be able to capture or retain the physical location. Therefore, when a 9-1-1 emergency call is made, the dispatcher must immediately be informed of the location of the emergency.
3.8.5 Correctness of information: Correctness of information: Customer is responsible for providing, maintaining, and updating correct contact information with Customer’s account. If Customer does not correctly identify the actual location where Customer is located, or if Customer’s account information has recently changed or has otherwise not been updated, 9-1-1 calls may be misdirected to an incorrect emergency response site.
3.8.6 Disconnections: A 9-1-1 emergency call must not be disconnected until the dispatcher confirms that he or she has the necessary contact information and emergency location information.
3.8.7 Connection time: For technical reasons, including network congestion, it is possible that a 9-1-1 emergency call will produce a busy signal or will take longer to connect when compared with traditional 9-1-1 calls.
3.8.8 9-1-1 calls may not function: For technical reasons, the functionality of 9-1-1 VoIP emergency calls may cease or be curtailed in various circumstances, including but not limited to:
Failure of service or Customer’s service access device – if Customer’s system access equipment fails or is not configured correctly, or if Customer’s VoIP service is not functioning correctly for any reason, including power outages, VoIP service outage, suspension or disconnection of Customer’s service due to billing issues, network or Internet congestion, or network or Internet outage in the event of a power, network or Internet outage; Customer may need to reset or reconfigure the system access equipment before being able to use the VoIP service, including for 9-1-1 emergency calls; and changing locations – if Customer moves its system access equipment to a location other than that described in its account information or otherwise on record with West.
3.8.9 Alternate services: If Customer is not comfortable with the limitations of 9-1-1 emergency calls, West recommends that Customer terminate the VoIP services or consider an alternate means for accessing traditional 9-1-1 emergency services.
3.8.10 Inform other users: Customer is responsible for notifying, and Customer agrees to notify, any user or potential users of Customer’s VoIP services of the nature and limitations of 9-1-1 emergency calls on the VoIP services as described herein.
3.8.11 Liability: In addition to the Limitations of Liability set forth in Section 7 of the Agreement, West and its service providers disclaim all responsibility for the conduct of Public Safety Answering Points (“PSAPs”) and all other third parties involved in the provision of emergency response services. West and its service providers do not have any control over PSAPs and are therefore not responsible for whether they answer 9-1-1 calls made using the hosted IP voice services, how they answer these calls, or how they handle these calls. West and its service providers rely on third parties to assist in the provision of 9-1-1 services, and disclaim any and all liability for acts or omissions by third parties in the provision of 9-1-1 services. Neither West nor its service providers, officers nor employees may be held liable for any claim, damage, or loss (including, without limitation, attorneys’ fees) by, or on behalf of, Customer or any third-party user of West 9-1-1 dialing capability.
3.9 Legal Requirements. If any present or future Legal Requirement requires a modification or waiver of any term of the Agreement, the parties will promptly and in good faith undertake the actions required by such Legal Requirement. In the event of any governmental prohibition or required alteration of the Service, West reserves the right to immediately suspend or terminate Service.
4. PAYMENT FOR SERVICES, FEES, AND CHARGES
4.1 Payment Terms. West will invoice Customer monthly in advance for Subscription Fees and in arrears for NRCs, usage-based charges such as long distance and other charges and fees. NRCs are 100% earned by West at the time they are performed. Custom Application charges are 100% earned for each Service when the first location utilizing the application is installed.
West shall commence billing for Subscription Fees upon installation of the applicable Service; in the case of Circuits, this is the firm order commitment date from the carrier. Customer consents to receiving invoices electronically. Customer shall make payments by ACH transfer, wire transfer, or check. No Customer-provided preprinted or form terms including those on a purchase order, if any, will apply. Customer shall pay all uncontested invoiced charges in full within thirty (30) calendar days from invoice date. Should Customer dispute any invoiced charges, Customer must notify West of its dispute in writing and in such detail as necessary for West to evaluate the dispute. Such written dispute must be delivered to West within thirty (30) calendar days of the applicable invoice date or Customer’s right to dispute charges shall be waived. Additionally, Customer must pay all undisputed charges by the applicable due date. Disputes shall only be considered if Customer’s account is otherwise current.
Delinquent charges shall be subject to a monthly service charge equal to the lesser of: (a) one and one-half percent (1½%) of the delinquent amount with a minimum charge of $5.00 or (b) the maximum interest charge allowed by governing law. In the event Customer fails to pay all uncontested invoiced charges by the applicable due date, West may suspend all or any portion of the Services upon notice to the Customer until such time as all undisputed charges and applicable late fees have been paid in full. Following such payment, West may reinstate Services to Customer only upon satisfactory assurance of Customer’s ability to pay for Services, including modified payment terms. If Customer fails to pay its current charges within thirty (30) calendar days of the applicable invoice date for two (2) or more consecutive months, in addition to all other remedies available to West under this Agreement, West may require that Customer remit a deposit of up to two (2) months average Subscription Fees and/or that Customer commence payment to West by automatic ACH. If West requires payment by ACH, Customer will timely provide all authorizations as may be required by Customer’s bank or financial institution. If Customer fails to provide such information, Customer will be in material default of this Agreement and West will have all rights granted under Sub-Sections 2.2 and 2.4 above. Unless Customer provides West with valid and accurate tax exemption certificates when required in the locations where Services are provided prior to the applicable monthly invoice date, Customer shall be responsible for and shall pay when due all taxes (federal, state, local and/or any other applicable tax), universal services fees, recovery fees, and other similar charges imposed by governmental authorities, whether such tax or charge is applicable as of the Effective Date or at any later time during the Term.
4.2 Ramp-up of Services. West shall grant Customer twelve (12) months from the Effective Date to install Services and incur Subscription Fees for the use of those Services in the amount of at least five thousand dollars ($5000.00). Commencing on the first anniversary of the Effective Date and through the remainder of the Term, West shall bill Customer, and Customer shall pay West, five thousand dollars ($5000.00) in monthly recurring fees for the Services or Customer’s actual Subscription Fees, whichever is higher, plus applicable taxes, fees and NRCs.
5. TERMS RELATING TO PURCHASED EQUIPMENT
The terms and conditions of this Section 5 shall apply to Purchased Equipment. Purchased Equipment may also be subject to applicable manufacturers’ end user license agreements (“EULAs”) such as the EULA for Cisco Systems, Inc. equipment and software at https://www.cisco.com/c/en/us/products/end-user-license-agreement.html as amended from time to time. Customer may purchase Purchased Equipment from West at any time during the Term and the terms and conditions hereof shall apply to each such purchase.
5.1 Orders; Taxes. West may invoice and/or ship one (1) or more parts of an order separately. Customer is responsible for, and will indemnify and hold West harmless from, any applicable sales, use, or other taxes associated with a Customer order for Purchased Equipment. Customer must claim any exemption from tax at the time of purchase and provide the necessary supporting documentation. Any sales, use, or other applicable tax is based on the location to which the order is shipped.
5.2 Purchased Equipment Pricing Information: Availability Disclaimer. All Purchased Equipment pricing is subject to change until West accepts Customer’s order in writing. All orders are subject to Purchased Equipment availability from the applicable manufacturers. West does not guarantee it will be able to fulfill Customer’s orders until West confirms Purchased Equipment delivery to Customer.
If West chooses and contracts with a common carrier for delivery of Purchased Equipment to Customer, the applicable shipping cost shall be invoiced as a separate line item in the invoice for the Purchased Equipment or in a separate invoice. West will undertake commercially reasonable efforts to procure market rates with such common carriers. If Customer chooses and contracts directly with a common carrier for delivery of Purchased Equipment to Customer, Customer shall pay such shipping costs directly. Any extraordinary shipping charges incurred for insurance required by Customer, overnight delivery, air freight delivery or other expedited shipping shall be paid by Customer.
5.3 Shipping Terms. All Purchased Equipment is shipped FOB shipping point. All right, title and interest to any software licensed to or provided to Customer in conjunction with the Purchased Equipment will remain with the applicable licensor(s). West retains a purchase money security interest in the Purchased Equipment until payment in full is received.
5.4 Damaged Purchased Equipment. If Customer receives damaged Purchased Equipment upon shipment, Customer shall refuse the Purchased Equipment upon original delivery attempt. If damaged Purchased Equipment is accepted from the common carrier, such damage should be noted on the carrier delivery record. Customer is to save the Purchased Equipment and the original box and packaging and notify West immediately to arrange for a carrier inspection and a pickup of damaged goods. Customer shall notify West through Customer’s designated installation coordinator at 1-800-773-3037 (Monday through Friday 8:00AM - 5:00PM EST) within five (5) business days of receipt of damaged Purchased Equipment. Timely receipt of such information is necessary for West to file or assist Customer in filing applicable damage claims with the common carrier.
5.5 Export Sales. If any transaction governed hereunder involves an export under the Export Administration Regulations, the commodities, technology and/or software sold or distributed hereunder are exported from the United States in accordance with the Export Administration Regulations. Diversion, use, export, or re-export contrary to United States law is prohibited. The commodities, technology, and/or software sold or distributed hereunder may not be exported or re-exported to Cuba, Iran, Sudan, North Korea, or Syria or to entities and persons that are ineligible under United States law to receive United States commodities, technology, and/or software. In addition, manufacturers' warranties for exported products may vary or may be null and void for products exported outside the United States.
5.6 Warranties on Purchased Equipment. CUSTOMER ACKNOWLEDGES THAT WEST IS NOT THE MANUFACTURER OF THE PURCHASED EQUIPMENT. CUSTOMER FURTHER ACKNOWLEDGES THAT IT IS NOT RELYING ON WEST TO DETERMINE IF THE PURCHASED EQUIPMENT CHOSEN BY CUSTOMER WILL FULFILL CUSTOMER’S SPECIFIC NEEDS OR REQUIREMENTS. EXCEPT AS SPECIFICALLY STATED BELOW, THE PURCHASED EQUIPMENT IS SOLD BY WEST TO CUSTOMER “AS IS” AND WEST DOES NOT EXTEND WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF TITLE, NON-INFRINGEMENT OR IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. ONLY THOSE EXPRESS WARRANTIES PROVIDED DIRECTLY BY THE MANUFACTURER OF SUCH PURCHASED EQUIPMENT ARE AVAILABLE TO CUSTOMER, COPIES OF WHICH MAY BE OBTAINED FROM THE MANUFACTURER. WEST DOES NOT WARRANT AND IS NOT RESPONSIBLE OR LIABLE FOR ANY WARRANTY WORK OR SERVICES PROVIDED BY SUCH PURCHASED EQUIPMENT MANUFACTURERS AND/OR ANY THIRD-PARTIES RETAINED TO PROVIDE SUCH WARRANTY WORK OR SERVICES.
However, so long as Customer continues to purchase Monthly Recurring Services from West under this Agreement, and is using the Purchased Equipment in conjunction with such Monthly Recurring Services, West will repair or replace defective Purchased Equipment and/or Purchased Equipment damaged due to normal wear and tear caused by Customer’s reasonable use. For the purposes of this second paragraph of Sub-Section 5.6, the definition of Purchased Equipment shall be limited to IP telephones purchased by Customer from West and used by Customer with the Services. Customer shall properly package and ship any such defective or damaged Purchased Equipment to West at Customer's expense. West shall properly package and ship any new or repaired Purchased Equipment to Customer at West's expense. This repair and replacement guarantee specifically excludes damage caused by Customer misuse, abuse, intentional acts, acts of God, fire, flood, storm, earthquake, theft, vandalism, civil disobedience, electrical disturbances, or lightning damage, and any and all other damage or loss not caused by normal wear and tear to the Purchased Equipment associated with Customer’s reasonable use in conjunction with the Monthly Recurring Services, all as determined in West’s sole and exclusive judgment.
5.7 Restocking Fee. If Customer terminates all or any portion of an order for Purchased Equipment for any reason after executing a CSA, SA or SOW for the purchase of said Purchased Equipment, Customer shall pay to West a restocking fee of 20% of the purchase price of all of said Purchased Equipment. If West, acting in good faith, is unable to return the Purchased Equipment to the applicable vendor, however, Customer will reimburse West for 100% of the cost of the Purchased Equipment.
6. DISCLAIMER OF WARRANTIES
WEST AND ITS SUPPLIERS PROVIDE THE SERVICES ON AN “AS IS” AND “AS AVAILABLE” BASIS WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF TITLE, OR IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. NEITHER WEST, ITS AFFILIATES OR SUPPLIERS WARRANT THAT THE SERVICES WILL BE UNINTERRUPTED OR ERROR FREE.
WEST DOES NOT EXTEND WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF TITLE, NON-INFRINGEMENT OR IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, WITH RESPECT TO ANY PROVIDED EQUIPMENT SUPPLIED UNDER THIS AGREEMENT. ONLY THOSE WARRANTIES PROVIDED DIRECTLY BY THE MANUFACTURER OF SUCH PROVIDED EQUIPMENT ARE AVAILABLE TO CUSTOMER, COPIES OF WHICH MAY BE OBTAINED FROM THE MANUFACTURER.
7. LIMITATION OF LIABILITY
WEST WILL USE COMMERCIALLY REASONABLE EFFORTS TO PROVIDE AND MAINTAIN THE SERVICES FOR CUSTOMER’S USE IN ACCORDANCE WITH THE TERMS OF THIS AGREEMENT AND ANY APPLICABLE CSA, SA OR SOW. UNDER NO CIRCUMSTANCES, HOWEVER, SHALL WEST OR ITS SUPPLIERS BE LIABLE TO CUSTOMER OR ITS AUTHORIZED USERS FOR ANY INDIRECT, INCIDENTAL, SPECIAL, PUNITIVE, EXEMPLARY OR CONSEQUENTIAL DAMAGES ARISING FROM OR RELATED TO THE SERVICES OR ANY BREACH OF THIS AGREEMENT INCLUDING, BUT NOT LIMITED TO, LOST PROFITS, LOSS OF GOODWILL AND/OR LOSS OF BUSINESS (EVEN IF WEST HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES).
IF WEST MATERIALLY BREACHES ITS OBLIGATIONS UNDER THIS AGREEMENT, CUSTOMER’S SOLE AND EXCLUSIVE REMEDIES SHALL BE TO TERMINATE THE APPLICABLE CSA OR SA IN ACCORDANCE WITH SECTION 2 ABOVE, DISCONTINUE USING THE AFFECTED SERVICES, AND TO RECEIVE A REFUND OF SUBSCRIPTION FEES FOR ANY PERIOD IN WHICH THERE WAS A SUBSTANTIAL AND SUSTAINED MATERIAL FAILURE OF THE MONTHLY RECURRING SERVICES. IN NO EVENT SHALL CUSTOMER ASSERT ANY CAUSE OF ACTION AGAINST WEST MORE THAN TWELVE (12) MONTHS AFTER SUCH CAUSE OF ACTION ACCRUES. IN NO EVENT SHALL WEST OR ITS SUPPLIERS’ LIABILITY HEREUNDER EXCEED THE AMOUNT OF SUBSCRIPTION FEES PAID BY CUSTOMER DURING THE MOST RECENT TWELVE (12) MONTH PERIOD PRECEDING THE EVENT GIVING RISE TO THE CLAIM REGARDLESS OF THE LEGAL THEORY OF RECOVERY. THE PROVISIONS OF THIS AGREEMENT ALLOCATE RISKS BETWEEN THE PARTIES. THE PRICING SET FORTH HEREIN REFLECTS THIS ALLOCATION OF RISK AND THE LIMITATION OF LIABILITY SPECIFIED HEREIN.
Customer shall indemnify, defend, and hold harmless West, its licensors, suppliers, employees, officers, directors, agents, affiliates, and assigns from and against any third-party claim, action, suit, proceeding, cost or expense (including but not limited to, attorneys’ fees) arising out of or resulting from: (a) a breach by Customer of any term of this Agreement, CSA, SA or SOW; (b) Customer-provided hardware, software or other materials or devices; (c) West’s compliance with any of Customer’s instructions or specifications or (d) Customer’s users’ use of the Services or the transmission or dissemination of any information, data or software on or over the Internet. West shall indemnify, defend and hold harmless Customer, its licensors, suppliers, employees, officers, directors, agents, affiliates, and assigns from and against any third-party claim, action, suit, proceeding, cost or expense (including but not limited to, attorneys’ fees) arising out of or resulting from the breach by West of any provision of this Agreement, CSA, SA or SOW.
9. Governing Law and Forum Selection
This Agreement is governed by the laws of the Providence of Ontario, except to the extent the provision of Services is governed by the rules and regulations of the Canadian Radio-television and Telecommunications Division (“CRTC”), which will control in the event of any conflict as between the laws of Ontario and CRTC rules or regulations. The parties submit to the exclusive jurisdiction of the courts of Ontario, Canada, except for CRTC regulatory matters in which case the parties submit to the jurisdiction of the federal courts or tribunals of Canada.
Confidential Information shall mean information that derives economic value, actual or potential, from not being generally known to, and not being readily ascertainable by proper means by, other persons who can obtain economic value from its disclosure or use (“Confidential Information”). Confidential Information includes, without limitation, the terms of this Agreement; business strategies; marketing plans; industry and competitive information; technology; pricing; employee information; and financial information but shall not include any information (i) independently developed by a party, (ii) generally available to the public other than by a party's breach of this Agreement, (iii) already known by a party at time of disclosure to that party, or (iv) rightfully received from a third party without restriction on disclosure or an obligation of confidentiality running directly or indirectly to the other party.
Each party to this Agreement agrees to use commercially reasonable efforts to protect against unauthorized disclosure all Confidential Information of the other party. The parties agree that all Confidential Information shall be disclosed only to those affiliates, employees, suppliers, partners and advisors on a need-to-know basis and who agree to be bound by confidentiality terms and conditions at least as stringent as those herein. Upon termination of this Agreement, each party shall, upon request, promptly return or destroy the other party’s Confidential Information except as may be required for backup, disaster recovery or business continuity and in such case the obligations hereunder shall survive until such Confidential Information is destroyed. Nothing shall prevent or prohibit the receiving party from providing access to Confidential Information as may be required by law, rule or regulation provided that the receiving party gives as much notice as is reasonably practical and legally permissible, and provides reasonable assistance to the disclosing party in challenging the disclosure so required by law, rule or regulation.
Unless Customer provides express consent or disclosure is made pursuant to a legal power, all Customer Confidential Information kept by West or its affiliates, other than Customer’s name, address and listed telephone number, may not be disclosed by West to anyone other than: (i) the Customer, (ii) a person who, in the reasonable judgment of West, is seeking the Customer Confidential Information as an agent of Customer, (iii) another telecommunications service provider, provided the information is required for the efficient and cost-effective provision of telecommunications services and disclosure is made on a confidential basis with the information to be used only for that purpose, (iv) an agent retained by West or its affiliate in the collection of Customer's account, provided the information is required for and is to be used only for that purpose, or (v) an affiliate of West involved in supplying Customer with telecommunications services, provided the information is required for that purpose, and disclosure is made on a confidential basis with the information to be used solely for that purpose.
Express consent to disclose the Customer Confidential Information may be taken to be given by Customer where Customer provides: (i) written consent, (ii) oral confirmation by an independent third party, (iii) electronic confirmation through the use of a toll-free number, or (iv) electronic confirmation via the Internet.
11. MISCELLANEOUS PROVISIONS
11.1 Force Majeure. Each party shall be excused from performance hereunder due to delays occurring by reason of circumstances beyond its reasonable control, including acts of God or of the public enemy; war; terrorism; riots; civil disobedience; weather; fire or explosion; flood; stability or availability of the Internet; the elements; telecommunication system failure; technology attacks; epidemic; embargoes; quarantine; viruses; strikes; failures, fluctuations or unavailability of electrical power, Purchased Equipment, Provided Equipment, or Circuits; lockouts; disputes with workmen or labor disturbances; total or partial failure of transportation, utilities, delivery facilities, or supplies; acts or requests of any governmental authority; or any other cause beyond its reasonable control, whether or not similar to the foregoing.
11.2 Waiver. The failure of either party to exercise any right created hereby shall not constitute a future waiver by such party. No waiver by either party of any provision of this Agreement shall be deemed, or will constitute, a waiver of any other provision, nor will any waiver constitute a continuing waiver. The invalidity or unenforceability of any particular provision of this Agreement shall not affect the other provisions hereof.
11.3 Assignment. Neither party may assign this Agreement in whole or in part without the prior written consent of the other party; provided that either party may freely assign this Agreement to an affiliate or to a successor that has purchased all or substantially all of its assets or equity and, in the case of the Customer, such third party meets West’s then-current credit guidelines. This Agreement and all applicable CSA(s), SA(s) and SOWs shall be binding upon the parties and their respective permitted successors and assignees.
11.4 Notices. Notices, demands, or other communications given by either party shall be sent to the business address of the recipient and shall be deemed to have been given when made in writing and delivered in person, or upon receipt, if: (a) deposited with the Canada Post, postage prepaid, Registered Mail, return receipt requested; (b) sent by nationally recognized overnight air courier; or (c) sent by fax transmission or e-mail with such transmission confirmed by telephone. Notices to West shall be addressed to its Legal Department.
11.5 Execution. This Agreement may be executed in multiple counterparts, each of which shall be considered an original and all of which shall constitute one and the same instrument, and may be evidenced by a scanned or electronic copy.
11.6 No Agency Created. West shall be an independent contractor to Customer. Neither Customer nor West shall be deemed to be an agent, partner or joint venturer of the other in the conduct of Customer’s or West’s business or otherwise.
11.7 Integration. This Agreement and the documents referenced and incorporated herein constitute a fully integrated contract between the parties regarding its subject matter. This Agreement supersedes all prior or contemporaneous written or oral agreements related thereto. Any and all CSAs, SAs and or SOWs entered between the parties prior to the Effective Date hereof are now governed by these Terms and Conditions. No provision of this Agreement may be amended, modified, or altered except by subsequent written agreement signed by both parties. No evidence of course of performance, course of dealing, or usage in trade shall be permitted to alter or amend any term or condition of this Agreement.
11.8 Personal Information. West may collect Personal Information (as defined by applicable Canadian personal information legislation) provided to it by Customer and may use this information to serve Customer, service Customer’s account and otherwise as required or permitted by law. West may disclose this information to any of its affiliates or service providers for the same purposes. Only the employees of West, its affiliates and service providers who require access to Personal Information for the purposes of their duties will have access to the file containing this Personal Information, which will be kept at their offices or on their servers. Personal Information may be processed and stored in other jurisdictions, including the United States, and may be accessed by foreign authorities under applicable laws in such jurisdictions. The individual concerned may obtain information about the use of foreign service providers and, to the extent provided by law, request access to the file containing his/her personal information and the correction of this information, by contacting West at 40 Hyperion Court, Kingston, ON K7K 7K2. By agreeing to these Terms and Conditions, the Customer represents and warrants to West that it has obtained all appropriate consents from and given all appropriate notices to individuals concerned with respect to the collection, use and disclosure of their Personal Information as set out herein.
11.9 Customer Transfer Protocol. Upon Customer’s written request, West shall, upon termination of the Services in accordance with Section 2 of these Terms and Conditions process a “transfer-out” request for the phone number assigned to Customer to Customer’s new chosen service provider.
11.10 Accessibility. Upon request, West shall provide Customer with bills, billing inserts, information on rates, terms and conditions of service, including these Terms and Conditions, in alternative formats, including Braille, large print, online formats such as HTML, and any other format that may be agreed upon between the parties. Upon request, West shall provide Customer with access to teletypewriter (TTY) relay service and Internet Protocol (IP) relay service.
11.11 No Resale. Customer agrees that it will not engage in the resale, as defined by Canadian telecommunications legislation, of the Services provided under these Terms and Conditions.
11.12 Language. The parties have expressly requested that these Terms and Conditions and all documents related thereto be drafted in English. Les parties ont expressément requis que le présent Accord, l’Entente et tous les documents y afférant soient rédigés en langue anglaise.
12. ADDITIONAL TERMS AND CONDITIONS APPLICABLE TO CLOUD CONTACT PRO
The additional terms and conditions in this Section 12 are applicable only to West’s Cloud Contact Pro Service.
12.1 Inbound voice Service. Customer shall not be receiving inbound voice Services as part of the Cloud Contact Pro Service.
12.2 Data Connectivity.
12.2.1 In order to use Cloud Contact Pro, Customer will need to connect to West over either public connectivity (i.e. the Internet) or private Internet-service-provider connectivity (e.g. leased line, MPLS, private DSL or other technologies). In all cases, Customer must carefully ensure that all of West’s prerequisite requirements for Internet connectivity, firewall configuration and local network configuration are met in full to avoid problems, poor quality voice experiences and other issues. If upon investigation West finds that Customer failed to follow West’s prerequisites (or if Customer has erroneously confirmed that Customer has), then West shall be entitled to charge for West’s time in respect of any additional effort that West has incurred in troubleshooting or supporting Customer to resolve such issues.
12.2.2 Delays to Customer’s ability to use the Service due to the provisioning lead times associated with private connectivity circuits or public Internet circuits will not be reason to delay the Service Commencement Date for the service and our Ready for Service date shall stand regardless. “Service Commencement Date” is the date West advises Customer that Cloud Contact Pro is Ready for Service as set out in section 12.3.1.
12.2.3 Customer acknowledges that Customer is entirely dependent upon the availability of public or private connectivity to access and use Cloud Contact Pro. Customer acknowledges West’s strong recommendation to ensure that Customer has a resilient connection to the network to avoid any interruption to Customer’s usage of the Service. Customer may choose to use a second public Internet connection to provide back-up to a primary public or private connection, or Customer may provide multiple private circuits to deliver to different sites in both Customer’s network and West’s. Customer is responsible for correctly configuring Customer’s network to ensure that automatic failover occurs in the event of a failure of the primary connection and recovery once service is re-established to the affected connection, and Customer is solely responsible for deciding which level of resilient connectivity is appropriate for Customer’s business.
12.2.4 Where Customer contracts with West to provide any data connectivity to Customer’s sites, then Customer will provide West with all and any assistance to enable the delivery of the Circuits, (which assistance shall be time critical) in Customer’s securing access and where appropriate any third party consents to enable the delivery of the Service.
12.3.1 West will advise Customer when Cloud Contact Pro is ‘Ready for Service.’ The Ready for Service date is the date when Customer could use Cloud Contact Pro or any part of it for commercial gain. West will charge Customer the Subscription Fees for Cloud Contact Pro specified in the applicable CSA and Customer’s transactional usage charges as of the Ready for Service date regardless of whether Customer is using the Service in part, in full, or not at all.
12.3.2 Call recording charges are billed per minute or part thereof. Call recording storage charges are billed per minute per month or part thereof that calls are stored.
12.4 Security and Information.
12.4.1 West will maintain reasonable security measures in an effort to safeguard Customer Information from unauthorized access and use, and to minimize the risk of a security breach. Customer Information is defined as data input, created or used by Customer in using the Software and Contact Center Service.
12.4.2 Encryption techniques (where appropriate) may be used for protecting Customer Information on input and transmission over the West network.
12.4.3 If Customer learns about or is informed of any components, processes or methods of operating any software comprised in any Service it shall treat such knowledge or information as West’s trade secret, and it will not use it to the benefit of any party other than West or convey it in any way to any third party or allow any third party to acquire it.
12.4.4 Customer is entirely responsible for security of access to Customer’s computer systems, Customer’s networks and Customer’s infrastructure. Customer will ensure Customer deploys firewalls, takes backups and uses antivirus and anti-malware / anti-spam software on all of Customer’s systems.
12.5 Outbound Voice Service.
12.5.1 The telecom market for call termination pricing is dynamic and the costs of calls to different destinations change on a daily basis at a wholesale level. The CSA contains a domestic long-distance rate that shall be fixed for the initial Service Period. International long-distance rates are variable and subject to regular modification due to changes in market conditions, wholesale prices and other circumstances beyond West’s control such as regulatory events. In the unlikely event that we are forced by a regulator to change a usage charge that has been fixed in the CSA during the initial Service Period, West will notify Customer of the relevant rate change for the destination in question.
12.5.2 No Emergency Calls. If Customer is not purchasing interconnected voice over Internet protocol (VoIP) from West, West will not be providing emergency services to Customer. Cloud Contract Pro does NOT support any emergency calls to 911. Cloud Contact Pro is NOT an interconnected VoIP service, and it is not a replacement for your primary telephone service. There are important differences between interconnected VoIP service and Cloud Contact Pro. Customer acknowledges and understands that Customer must make additional arrangements in order to call 911. It is Customer’s responsibility to purchase interconnected VoIP or traditional wireline telephone services that offer access to 911. Customer is responsible for informing all end users that may use Cloud Contact Pro that it is not possible to support or carry 911 calls using Cloud Contact Pro, and that they may access emergency services via the additional arrangements that Customer has made available for Customer’s end users.
12.6 Responsibility for Content and Transmitting Messages.
Customer represents and warrants that:
12.6.1 It is solely responsible for the content (“Content”) of any messages or recordings (“Messages”) it sends to customers or prospective customers (“Recipients”) and it has the legal right to use all Content and send all Messages to the Recipients (including obtaining any required consents from the Recipients) and the content, timing and purpose of all Messages, and Customer’s campaigns and programs are in compliance with all applicable laws, rules and regulations;
12.6.2 Customer is the transmitter of all Content and Messages and West is merely acting at Customer’s direction as a technology conduit for the transmission of the Content and the Messages;
12.6.3 West’s use of the Content shall not violate the rights of any third party or any law, rule or regulation;
12.6.4 Customer has obtained prior express consent to contact each wireless phone number delivered by Customer to West in connection with the provision of any Services delivering a prerecorded or text message (“Notification Services”);
12.6.5 The intended contact recipient is the current subscriber, or the non-subscriber customary user of, to the wireless phone number;
12.6.6 Customer has (a) incorporated an interactive opt-out mechanism as part of any program relating to any Services or (b) the contacts that are the subject of such Services are not initiated to induce the purchase of goods or services or to solicit a charitable contribution (“Solicitations”);
12.6.7 Customer has, unless an exemption applies, obtained from the recipient of any Solicitation an express written agreement that meets the requirements set forth in Section 310.4(b)(1)(v)(A) of the FTC’s Telemarketing Sales Rule and Section 64.1200(f)(8) of the FCC’s Telephone Consumer Protection Act Rules; and
12.6.8 Customer will not transmit or allow to be transmitted any Content or Messages that: (a) it does not have a right to make available under any law or under contractual or fiduciary relationship; (b) are false, inaccurate, misleading, unlawful, harmful, threatening, abusive, harassing, tortious, defamatory, vulgar, obscene, libelous, invasive of another’s privacy, hateful, or racially, ethnically, or otherwise objectionable; harmful to minors in any way; (c) infringe any patent, trademark, trade secret, copyright, or other proprietary rights or rights of publicity or privacy of any party; (d) utilize any unsolicited or unauthorized advertising, promotional materials, “junk mail”, “spam”, or any other forms of solicitation; or (e) interfere with or disrupts the Services or servers or network operator networks.
Upon request, Customer shall provide reasonable proof of compliance with the provisions set forth in this section and where West reasonably believes that Customer may not have complied with such provisions or with all laws, rules and regulations, West may, at its option (i) scrub all numbers against any appropriate data base deemed necessary to remove all wireless phone numbers, (ii) insert an interactive opt-out mechanism and pass the resulting data to Customer or (iii) not provide any Services.