Service Specific Terms

Updated on 14 Dec 2023
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Definitions

“Foreign Network” means a network in a country outside of the Territory

“Foreign Number” means a number provided in a country outside of the Territory

“Natterbox Services” means those software-based cloud services and network access services provided or to be provided by Natterbox to the Client, as identified in an Order, which may include call handling and recording services, call analytics and insights, messaging services, video services, mobile services, VoIP (voice over Internet Protocol) services, public switched telephone network services and Salesforce Org integration services, as modified, updated and upgraded by Natterbox from time to time

“Natterbox System/System” means the system managed by Natterbox and used by Natterbox to provide the Natterbox Services, as modified, updated and upgraded by Natterbox from time to time

“Payment Card Industry Data Security Standard” means Payment Card Industry Data Security Standard defined on https://www.pcisecuritystandards.org/ by the PCI SSC

“PCI Card Payment Services” means the card payment services described in the Documentation, as those services may be modified, enhanced, adapted or improved from time to time.

“PCI SSC” means Payment Card Industry Security Standards Council

“Telecommunications Service Provider” means communications service provider that provides telephone and similar services, including incumbent local exchange carriers, competitive local exchange carriers, and mobile wireless communication companies

“Territory” means the country or countries in which the Services are provided
Professional Services
1. Client agrees to nominate a (“Project Manager”) who will be responsible for scheduling the Client’s resources, agreeing a project schedule and confirming specific dates on which Natterbox can deliver the Professional Services
2. Client agrees to perform in a timely and professional manner any and all obligations that are required for the provision of the Professional Services, including but not limited to:
  1. access to Client premises, computer systems and /or data as is necessary or requested by Natterbox;
  2. affording Natterbox reasonable and appropriate working conditions and facilities
  3. furnishing information requested of Client promptly and within agreed timescales to facilitate system access for the installation, configuration or support of the Natterbox Services so as not to hinder or unduly delay an agreed rollout, implementation or billing timescales and to the best of Client’s ability assist with and facilitate required installation and configuration activities
3. Client agrees that once dates for Professional Services have been agreed by Client, Client may reschedule the days at no charge up to 10 full Business Days ahead of the agreed dates. If Client wishes to reschedule the agreed dates between 5 – 9 full Business Days from the agreed dates, Natterbox retains the right to charge 50% of the Professional Services fee agreed. If Client wishes to reschedule agreed dates less than 5 full Business Days from the agreed dates, Natterbox retains the right to charge 100% of the Professional Services fee agreed. In the event Client reschedules the agreed dates and Natterbox can utilise the Professional Services days for another customer, Natterbox may, in its discretion, agree to waive or reduce the fees referred to in this Clause
4. Where Client engages a third party other than Natterbox to provide professional services in connection with the implementation of the Services or elects to undertake such work themselves, Client is solely responsible for the selection of the relevant third party and Natterbox, for the avoidance of doubt, shall have no liability or responsibility for the work undertaken by the Client or any third party selected by the Client, or for any delays, issues or claims arising as a consequence of or such work, including in relation to the operation of the Services
5. Where Natterbox is required to install to Client's production Salesforce system as part of the installation project, and Client shall ensure that it has obtained all necessary permissions or approvals required in order for Natterbox to undertake such installation
6. Any installation or configuration to a Salesforce Sandbox (including any refreshes) may result in additional Professional Services fees. Natterbox reserves the right to charge for any such additional Professional Services prior to undertaking any work where Client requests Sandbox installation or configuration and it was not in scope of the agreed Professional Services
7. Should Client have installation or ongoing issues with the Natterbox Services which are found to be directly associated with Client’s network configuration and which Client engages Natterbox to investigate and/or resolve, then reserves the right to charge additional Professional Services fees at the Natterbox standard day rate for any such work that Natterbox agrees to undertake.
Customer Support. Client shall
1. Nominate named authorised Client representative(s) to submit and manage technical support and finance requests on behalf of Client. For security and data protection, Natterbox will provide support only to Client’s nominated representative(s);
2. Ensure Client’s representative(s) attend user and administration training provided by Natterbox. The user and administrator training are provided as part of the Professional Services deployment. Client’s representative(s) may attend any scheduled group technical training provided by Natterbox from time to time
3. Ensure that both Client and Client representative(s) will submit support requests in accordance with Natterbox’s support website at https://natterbox.com/customer-support. In addition, Client and Client’s representative shall provide Natterbox personnel with additional information and assistance on request including but not limited to relevant phone numbers, call logs, time stamps and any other information in Client’s possession or to follow reasonable instructions required by Natterbox support to resolve the support ticket. Client acknowledges that refusal by its representative or any other Client personnel to provide aforementioned assistance or if the assistance or information requested is deemed to have been provided in an incomplete or hindering manner Natterbox support will document Client’s refusal accordingly and will close the ticket and categorise as Client did not respond
4. Inform Natterbox immediately if a nominated representative becomes unavailable to submit and manage support requests whereupon Client will agree to appoint a new or alternative representative
Telecommunications
1. Client authorises Natterbox to act on Client’s behalf in essential dealings with any Telecommunications Service Provider in connection with any matter that enables Natterbox to provide or to continue to provide Client with the Natterbox Service
2. Client agrees to pay all telecommunications charges levied by such Telecommunications Service Provider with whom Client has a contractual arrangement and to adhere to all terms and conditions applicable to those call charges
3. Natterbox is unable to guarantee CLI (Caller ID) presentation on all PSTN networks
4. Client will abide by local regulations for CLI presentation, and will not convey CLIs that they do not have the authority to use;
5. It may not be possible to port in certain phone numbers to Natterbox and/ or port in or out certain phones numbers to/from Natterbox
6. Fees shall be incurred for porting numbers in and out of Natterbox. These shall be payable by Client
7. Numbers are provisioned via third party suppliers. Whilst Natterbox endeavours to provide accurate information about the availability of numbers, occasionally they may not be available, whereupon Natterbox shall refund any activation charges for those numbers
8. If number usage contravenes local regulations, numbers may be cancelled by Natterbox’s number providers
9. Whilst Natterbox endeavours to provide accurate pricing information, the porting and provisioning of certain number types in certain regions may incur additional costs from number providers. The reasons shall be communicated to Client and if approval is provided to proceed, these additional costs shall be payable by the Client
10. Client will provide Natterbox with all necessary identity and security information required by number providers when provisioning numbers and porting numbers in and out of the Natterbox Service. Client understands that failure to provide this information accurately or in a timely manner may result in the number or port being refused or cancelled. In this instance, Natterbox’s one-off administrative and activation fees shall still be payable
11. Once a number provisioning or porting process has been initiated with Natterbox’s number providers: (i) any cancellations by Client to these numbers shall still incur Natterbox’s one-off administrative and activation fees at Natterbox standard Professional Services rate; and (ii) Natterbox reserves the right to charge additional administrative fees for changes by Client
12. Client agrees to promptly inform Natterbox in writing of any change of address/contact information for the purposes of updating relevant telecommunications authorities
13. Natterbox shall have no obligation to assist or otherwise cooperate with any third-party service provider, third-party telephone number provider or carrier for outbound calls selected by Client and which Client wishes to use in connection with Natterbox Services
14. Natterbox uses reasonable endeavours to provide Client access to Foreign Networks and Foreign Numbers; however, Natterbox shall not be responsible for the performance of Foreign Networks or Foreign Number providers or any part of the Foreign Network not controlled by Natterbox. Foreign Networks may be limited in quality and coverage and access and service availability depends on the arrangements between the Foreign Network or Foreign Number provider and its operators
Emergency Services
1. In the event of a power cut or failure affecting the Natterbox Service, Client may not be able to make calls including calls to emergency services
2. Client may use the Natterbox Services to contact the emergency services provided Client is in a country which gives access to publicly available telephone services
3. Client must not rely on Natterbox Services to provide access to calls to the emergency services and should ensure that it has alternative means to access emergency service numbers
4. Where Natterbox is required to register equipment locations with emergency service systems, Client shall provide Natterbox with site address information and give at least thirty (30) days notice of any change to such information
5. Client acknowledges that any failure to provide the information required may render emergency services unable to identify a user’s location
6. Client must ensure that users are aware of these restrictions and provide their location details if they make an emergency services call using the Services
PCI Card Payment Services
1. PCI Card Payment Services are currently sub-contracted by Natterbox to a third party service provider certified by a qualified Security Assessor (and Approved Scanning Vendor (as applicable)) as being compliant with the Payment Card Industry Data Security Standard
2. Client acknowledges and agrees that Client is responsible for:
  1. satisfying itself that any third party service provider to which Natterbox subcontracts the PCI Card Payment Services is compliant with the Payment Card Industry Data Security Standard
  2. its own compliance with the Payment Card Industry Data Security Standard and that the PCI Card Payment Services form part only of Client's overall compliance programme
3. In relation to activities within the scope of the PCI SSC, all payment card data handled by Client outside of the PCI Card Payment Services is the responsibility of Client
4. Those PCI Payment Card Services shall be provided subject to the terms of this Agreement, and such supplemental terms as Natterbox may notify to Client
5. Natterbox shall have no liability in connection with the PCI Card Payment Services where that liability arises from any requirement, design or specification supplied by Client in relation to the PCI Card Payment Services
Operations
1. Natterbox makes available information regarding the operational status of the System and Services at https://status.natterbox.com
2. Natterbox will post release notes for any changes that it makes to the System or Services onto its Release Hub page at https://docs.natterbox.com

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