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Service description

 

Last changed: Thu, 27th May '21

INTRODUCTION

This document lists INFOBIP’s services and defines their chargeable events.

DISCLAIMER

Infobip does not warrant the availability of listed Channels in each country. Geographic coverage of Channels by country shall be agreed upon separately between the Infobip representative and the Customer. 

SAAS SERVICES 

CONVERSATIONS

1. Service description

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

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

2. Chargeable events and other particulars

Conversations Full solution

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

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

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

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

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

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

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

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

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

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


Other particulars:

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

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

Conversations API

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

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

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

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

Other particulars:

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

MOMENTS

1. Service description

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

2. Chargeable events and other MOMENTS particulars

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

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

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

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

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

Other particulars:

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

„Monthly Engaged Person (MEP)“ shall mean any one End-user which in a period of one calendar month a) received at least one message sent by Client via Flow over any  Channel listed below and/or b) entered into a Flow session through an inbound message over any Channel listed below.

ANSWERS 

1. Service description

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

2. Chargeable events and other ANSWERS particulars


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

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

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

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

Events feature is incorporated in Answers 

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

Other particulars:

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

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

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

SAAS FEATURES:

The following is the list of features that, among other, come as part of one of SaaS services:

“Events” shall mean a feature within the solution provided by Infobip which allows tracking, storage and analysis of customer behaviour collected from mobile, web or 3rd party services;

“Flow” shall mean a visual tool provided by Infobip to Client that allows to build complex, multichannel communication flows based on a predefined audience or behavioural triggers within the solution provided by Infobip;

“Broadcast” shall mean a tool provided by Infobip to Client that enables the Client to send single channel one-time communication to End Users within the solution provided by Infobip;

“Mobile App Messaging” is a feature, available exclusively within the SaaS Services, which enables customers to deliver Push notification (messages which are sent over the Internet Protocol to the end users smartphone. They are  targeting the application which is previously installed by end user on the smartphone), using Apple Push Notification Service (APNS), Google Cloud Messaging (GCM) and Firebase Cloud Messaging (FCM) system, to end- user’s smartphone;

“Messenger” is a feature, available exclusively within the SaaS Services, that shall enable CLIENT to deliver mobile terminated standard and subscription messages to the Messanger Platform through the INFOBIP Platform as well as processing messages received  from Messenger Platform. “Messanger Platform” means the platform and associated systems, network connection and interfacing capabilities used and operated by Facebook. “Facebook” shall mean Facebook Inc, a company incorporated in the United States and whose registered office is situated at 1 Hacker Way, Menlo Park, California 94025

CHANNELS / COMMUNICATION SERVICES 

SMS

1.    Service Description

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

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

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

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

    d. Technical Support.
  3. In the provision of the INFOBIP Services, and in addition to the provisions set forth under the Agreement, INFOBIP shall:

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

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

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

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

    e. Manage all contractual relationships with Network Operators to ensure the operability of the INFOBIP Services.
  4. Without prejudice to the obligations of the CLIENT, CLIENT further undertakes to:

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

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

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

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

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

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

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

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

    g. Fulfill all its payment obligations.

2.    Chargeable event and other SMS Particulars 

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

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

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

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

MMS

1.    Service Description

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

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

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

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

    d. Technical Support.
  3. In the provision of the INFOBIP Services, and in addition to the provisions set forth under the Agreement, INFOBIP shall:

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

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

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

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

    e. Manage all contractual relationships with Network Operators to ensure the operability of the INFOBIP Services.
  4. Without prejudice to the obligations of the CLIENT, CLIENT further undertakes to:

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

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

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

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

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

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

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

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

    g. Fulfill all its payment obligations.

2.    Chargeable event and other MMS Particulars 

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

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

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

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

Number Lookup

1.    Service Description  

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

    a. Number availability;

    b. Portability indication;

    c. Roaming indication.
  2. INFOBIP Services include:

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

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

    c. Billing of such traffic processed by INFOBIP; and

    d. Technical Support.
  3. In the provision of the INFOBIP Services, and in addition to the provisions set forth under the Agreement, INFOBIP shall:

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

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

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

    d. Manage all contractual relationships with Network Operators to ensure the operability of the INFOBIP Services.
  4. Without prejudice to the obligations of the CLIENT, CLIENT further undertakes to:

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

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

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

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

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

    f. Fulfil all its payment obligations.

2.    Chargeable Event and other Number Lookup Particulars

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

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

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

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

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

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

Numbers and Shortcodes

1.    Service Description

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

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

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

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

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

    d. Technical Support.
  3. In the provision of the INFOBIP Services, and in addition to the provisions set forth under the Agreement, INFOBIP shall:

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

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

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

    d. Invoice CLIENT for all INFOBIP Charges relative to the provision of the INFOBIP.
  4. Without prejudice to the obligations of the CLIENT, CLIENT further undertakes to:

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

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

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

    c. Fulfill all it’s payment obligations.

2.    Chargeable event and other Numbers Particulars

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

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

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

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

EMAIL

1. Service Description

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

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

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

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

    d. Technical support.
  3. In the provision of the INFOBIP Services, and in addition to the provisions set forth under the Agreement, INFOBIP shall:

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

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

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

    d. Manage all contractual relationships with Email Service Providers to ensure the operability of the INFOBIP Services; and
  4. Without prejudice to the obligations of the CLIENT CLIENT further undertakes to:

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

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

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

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

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

    f. Fulfil all its payment obligations

2. Chargeable Event and other Email Particulars

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

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

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

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

Network Operator” means Email Service Provider as defined above;

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

  • Consent to receiving advertising material via email/newsletter must, in particular, be granted actively and separately. The recipient must either click/check a box or otherwise similarly declare their clear agreement. This declaration may not form part of any other declarations (e.g. consent to general terms and conditions of business, general data protection provisions) and may only relate to advertising.
  • Consent must be given for the specific context and in an informed manner. The beneficiary of the consent must be explicitly named. The sector and the areas for which marketing emails are to be sent must be specified clearly and understandably.
  • It should be noted that the consent of minors is only valid if:
    • the minor has reached the age of 16 years, or
    • the legal guardians have given consent.
  • The option to revoke consent at any time with future effect must be clearly and explicitly indicated at the time of obtaining consent. This must also contain information as to how consent may be revoked and with whom. The option to revoke consent may not be more complicated than the obtaining of the consent. Revoked consent must be implemented after five (5) working days at the latest.

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

  • Existing customer relationship (existence of an exchange contract in return for payment),
  • Direct advertising for similar proprietary products or services,
  • Information about the option to object at any time (when obtaining and with each use of the email address), without incurring any costs arising other than transmission costs at basic rates, and
  • The customer has not objected.

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

  • Before carrying out marketing measures, the CLIENT must ensure that consent declaration (see Point 1.1) exists. This consent declaration must also refer explicitly to the CLIENT.
  • During the collection of the data the list of beneficiaries must be easy to understand and unambiguous for the user.
  • The number of companies or individuals for whom the address data is collected has been/was reduced to a volume which precludes the forwarding of the user data to a disproportionately large group of third parties. The number must enable the user to easily grasp the significance and the scope of their consent, and to easily monitor the legal handling of their data.

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

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

  • The name and address where the mailer is established; for legal entities also the legal structure, the commercial register, the association register, partnership register or the register of cooperatives, in which they are recorded and the applicable register number;
  • Contact information, at least one valid telephone number or an electronic contact form, and an email address;
  • A sales tax identification number or a business identification number, if applicable.

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

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

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

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

Email validation service

1. Service Description

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

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

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

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

    d. Technical support.
  3. In the provision of the INFOBIP Services, and in addition to the provisions set forth under the Agreement, INFOBIP shall:

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

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

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

    d. Manage all contractual relationships with ESP-s to ensure the operability of the INFOBIP Services.
  4. Without prejudice to the obligations of the CLIENT, CLIENT further undertakes to:

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

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

    c. Announce a larger volume of traffic a few days in advance; and
    d. Fulfil all its payment obligations.

2. Chargeable Event and other Email validation Particulars

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

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

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

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

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

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

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

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

VIBER 

1. Service Description

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

INFOBIP Services include:

  1. Connectivity between CLIENT’s information system and the INFOBIP Platform;
  2. Configuration of the INFOBIP Platform to receive Viber traffic generated by CLIENT and the handling and routing of such Viber traffic to the Viber Platform;
  3. Billing of such Viber traffic processed by INFOBIP; and
  4. Technical support

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

  1. Ensure that connectivity between CLIENT’s information system and the INFOBIP Platform is tested and operational;
  2. Route Viber traffic generated by CLIENT to the Viber Platform;
  3. Invoice CLIENT for all INFOBIP Charges relative to the provision of the INFOBIP;
  4. Manage all contractual relationships with Viber to ensure the operability of the INFOBIP Services.

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

  1. Provide all the configuration information through the proper completion of all technical and contractual forms provided by INFOBIP;
  2. Ensure that its own information systems are properly configured to route Viber traffic to the INFOBIP Platform;
  3. Create and maintain at its own expense a database of Viber Users receiving each Service message processed by INFOBIP;
  4. Ensure under no circumstances to send Unsolicited Service Messages (SPAM) to the messaging Platform;
  5. Announce a larger volume of traffic a few days in advance; and
  6. Fulfil all its payment obligations

2. Chargeable Event and other Viber Particulars

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

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

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

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

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

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

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

Network Operator” shall mean Viber as defined above.

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

THE FOLLOWING WORDING SHALL APPLY IN CASE THE CLIENT IS ON POST PAY CHARGING MODEL:

For the Term of the Agreement, CLIENT commits to generate a monthly traffic amounting to at least 300 EUR (three hundred euros). Should the CLIENT meet or exceed said benchmark, INFOBIP shall invoice the client for the generated traffic. In any reference month where the CLIENT should fail to meet said benchmark and generate less than 300 EUR counter-value of traffic, INFOBIP shall invoice the CLIENT for 300 EUR, irrespective of the actual traffic generated by CLIENT in that particular month.

THE FOLLOWING WORDING SHALL APPLY IN CASE THE CLIENT IS ON PRE-PAY CHARGING MODEL:

CLIENT commits to generate a monthly traffic amounting to at least 300 EUR (three hundred euros) (benchmark). Should the CLIENT meet or exceed said benchmark, INFOBIP shall deduct the appropriate amount for the generated traffic in accordance with this Agreement and Schedule.

In any reference month where the CLIENT should fail to meet said benchmark and generate less than 300 EUR counter-value of traffic, INFOBIP shall deduct 300 EUR, irrespective of the actual traffic generated by CLIENT in that particular month. In the event CLIENT does not have enough credits, CLIENT shall, upon notice from INFOBIP, purchase enough credits for the 300 EUR deduction to be executed.

USSD

1. Service Description 

  1. USSD DEFINITION

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

    USSD messages are up to 182 alphanumeric characters in length depending on the network on which the USSD service is being used. Unlike SMS (“Short Message Service”) messages, USSD messages create a real-time connection during a USSD session. The connection remains open, allowing a two-way exchange of multiple USSD messages. The connection that has been established in this way and available for the free data flow is called USSD session.
  3. PROTOCOLS USED FOR USSD TRANSMISSION
    1. USSD uses non-call-related messages over DTAP and MAP SS7 protocols.
    2. Direct Transfer Application Part DTAP is an application protocol that is employed to pass signaling information between the MS (Mobile Station) and the MSC (Mobile Switching Centre) in a GSM network.
    3. Mobile Application Part MAP is a protocol which enables real time communication between nodes in a mobile cellular network.
    4. USSD is specified by the following specifications:

      GSM TS 02.30
      GSM TS 02.90
      GSM TS 03.38
      GSM TS 03.90
      GSM TS 04.08
      GSM TS 04.80
      GSM TS 04.90
      GSM TS 09.02
  4. ADDITIONAL CLIENT OBLIGATIONS

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

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

    Support APIs:

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

2. Chargeable Event and other USSD Particulars

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

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

Mobile App Messaging

1. Service Description 

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

INFOBIP Services include:

  1. Connectivity between CLIENT’s information system and the INFOBIP Platform;
  2. Configuration of the Platform (Android and iOS library) in order to enable receiving Push Notifications on the end users’ device generated by CLIENT and the handling of such traffic to Cloud Vendors;
  3. Billing of such Push Notifications traffic processed by INFOBIP; and
  4. Technical support.

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

  1. Ensure that connectivity between CLIENT’s information system and the Platform is tested and operational;
  2. Submit Push Notifications traffic generated by CLIENT to Cloud Vendors;
  3. Invoice CLIENT for all INFOBIP Charges relative to the provision of the INFOBIP;
  4. Manage connectivity with Cloud Vendors to ensure the operability of the INFOBIP Services.

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

  1. Provide all the configuration information through the proper completion of all technical forms provided by INFOBIP;
  2. Ensure that its own information systems are properly configured to submit Push Notifications traffic to the Platform;
  3. Create and maintain at its own expense a database of End-Users receiving each Push Notification processed by INFOBIP;
  4. Ensure under no circumstances to send SPAM Push Notifications to the Push Notifications platform;
  5. Announce a larger volume of traffic a few days in advance; and
  6. Fulfil all its payment obligations

2. Chargeable event and other Mobile App Messaging Particulars

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

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

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

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

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

MESSENGER 

1. Service Description

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

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

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

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

    e. Technical support
  3. In the provision of the INFOBIP Services, and in addition to the provisions set forth under the Agreement, INFOBIP shall:

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

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

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

    d. Manage connectivity with Messenger to ensure operability of the INFOBIP Services.
  1. Without prejudice to the obligations of the CLIENT, CLIENT further undertakes to:

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

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

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

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

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

    f. Fulfill all its payment obligations

2. Chargeable Event and other Facebook Particulars

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

“Chargeable Event” means Active User;

Network Operator” means Facebook as defined below;

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

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

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

TELEGRAM 

1. Service Description

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

INFOBIP Services include:

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

  • Ensure that connectivity between CLIENT’s information system and the INFOBIP Platform is tested and operational;
  • Route Telegram traffic generated by CLIENT to the Telegram Platform;
  • Invoice CLIENT for all INFOBIP Charges relative to the provision of the INFOBIP;
  • Manage connectivity with Telegram to ensure operability of the INFOBIP Services.

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

  • Provide all the configuration information through the proper completion of all technical and contractual forms provided by INFOBIP;
  • Ensure that its own information systems are properly configured to route Telegram traffic to the INFOBIP Platform;
  • Create and maintain at its own expense a database of Telegram Users receiving each Service and Subscription message processed by INFOBIP;
  • Ensure under no circumstances to send Unsolicited Service Messages (SPAM) to the messaging Platform;
  • Announce a larger volume of traffic a few days in advance; and
  • Fulfill all its payment obligations

2. Chargeable Event and other Telegram Particulars

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

“Chargeable Event” means Active User;

Network Operator” means Telegram as defined below;

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

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

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

WHATSAPP 

1. Service Description 

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

INFOBIP Services include:

  • Connectivity between CLIENT’s information system and the INFOBIP Platform;
  • Configuration of the INFOBIP Platform to receive WhatsApp traffic generated by CLIENT and the handling and routing of such WhatsApp traffic to the WhatsApp Platform;
  • Billing of such WhatsApp traffic processed by INFOBIP.

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

  • Ensure that connectivity between CLIENT’s information system and the INFOBIP Platform is tested and operational;
  • Route WhatsApp traffic generated by CLIENT to the WhatsApp Platform;
  • Invoice CLIENT for all INFOBIP Charges relative to the provision of the INFOBIP;
  • Manage all contractual relationships with WhatsApp to ensure the operability of the INFOBIP Services.

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

  • Provide all the configuration information through the proper completion of all technical and contractual forms provided by INFOBIP;
  • Ensure that its own information systems are properly configured to route WhatsApp traffic to the INFOBIP Platform;
  • Create and maintain at its own expense a database of WhatsApp Users receiving each message processed by INFOBIP;
  • Ensure under no circumstances to send unsolicited messages (SPAM) to the messaging Platform;
  • Announce a larger volume of traffic a few days in advance; and
  • Fulfil all its payment obligations 

2. Chargeable Event and other WhatsApp Particulars

“Chargeable Event” means each HSM delivered outside of CSW or otherwise in accordance with the WhatsApp official pricing terms as found at https://developers.facebook.com/docs/whatsapp/pricing and subject to change in the sole discretion of WhatsApp;

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

“Free Form Message (FFM)” means any non HSM message sent by the CLIENT to WhatsApp User using WhatsApp App over INFOBIP Platform. Free form Messages can be sent solely during Customer Support Window;

“Highly Structured Message (HSM)” means a message template the CLIENT shall use when initiating conversation with MAU. Every HSM shall be approved by WhatsApp before it can be used;

“Monthly Active User (MAU)” means each WhatsApp User using WhatsApp App which has received HSM or FFM sent by the CLIENT using INFOBIP Services in one calendar month;

“Monthly Active User Fee” means number of MAU allocated to the CLIENT by INFOBIP, in a month, for which the CLIENT will pay proscribed monthly fee. In case the number of allocated MAU is exceeded the CLIENT shall pay additional charge for each such MAU;

Network Operator” means WhatsApp as defined below;

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

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

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

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

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

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

WhatsApp Terms of Use:

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

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

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

WhatsApp Pricing Terms:

The pricing terms for WhatsApp services shall be as provided in Business proposal in Schedule 3 of this Agreement

VOICE AND VIDEO 

WEB AND IN-APP CALLS

1. Service Description 

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


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

  • By placing the call to another end-user of Client’s web or mobile application. Call may contain both audio and video components.  
  • By forwarding the call to either phone number designated by the CLIENT or Static-Public IP address designated by the CLIENT or forwarding of the call to CLIENT’s softphone

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

  • By end-user making the inbound call towards Voice number 
  • By end-user initiating the call from Client’s web or mobile application. Call may contain both audio and video components.   

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

INFOBIP Services include:

  • Provisioning of Voice number, if needed 
  • Configuration of the INFOBIP Platform 
  • Billing of Services provided by Infobip 
  • Technical support

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

  • Ensure that connectivity between CLIENT’s information system and the INFOBIP Platform is tested and operational.
  • Invoice CLIENT for all INFOBIP Charges relative to the provision of the INFOBIP.
  • Manage all contractual relationships with Network Operators to ensure the operability of the INFOBIP Services.

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

  • Provide all the configuration information through the proper completion of all technical and contractual forms provided by INFOBIP;
  • Ensure that its own information systems are properly configured, designed and developed to initiate and receive calls to and from the INFOBIP Platform.
  • Create and maintain at its own expense a database of Users making and receiving calls over INFOBIP Platform.
  • Announce a larger volume of traffic a few days in advance; and
  • Fulfil all its payment obligations 

2. Chargeable Event and other Web and In-App Calls Particulars

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

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

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

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

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

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

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

“Softphone” means software program for sending and/ or receiving calls over SIP protocol over Internet.

VOICE MESSAGES

1. Service Description

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

Voice Service comprises the following:

  • Technical support.
  • Conversion of text message to audio file. List of languages available for text to speech conversion may be revised by INFOBIP, from time to time.
  • Upon request of the CLIENT provision of Voice Number to be used as a caller ID and presented to called destination phone numbers.
  • CLIENT can choose to use Answering machine detection in order to detect whether machine or human answered the call.
  • Billing of such services provided by INFOBIP.

2. Chargeable Event and other VOICE MESSAGES  Service Particulars 

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

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

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

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

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

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

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

INTERACTIVE VOICE RESPONSE (IVR)

1. Service Description 

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

IVR Service comprises the following:

  • Technical support.
  • Conversion of text message to audio file. List of languages available for text to speech conversion may be revised by INFOBIP, from time to time.
  • Upon request of the CLIENT provision of Voice Number to be used as a caller ID and presented to called destination phone numbers or to be used for Inbound IVR.
  • CLIENT can choose to use Answering machine detection on Outbound IVR in order to detect whether machine or human answered the call.
  • Billing of such services provided by INFOBIP.

2. Chargeable Event and other IVR Service Particulars 

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

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

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

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

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

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

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

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

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

CLICK TO CALL

1. Service Description 

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

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

Service comprises the following:  

  • Technical support
  • Upon request of the CLIENT provision of Voice Number to be used as a caller ID and presented to called destination phone numbers
  • CLIENT can choose to use Answering machine detection in order to detect whether machine or human answered the call
  • Billing of such services provided by INFOBIP

2. Chargeable Event and other Click to Call Service Particulars 

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

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

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

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

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

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

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

NUMBER MASKING

1. Service Description 

  • a) Number Masking is a solution that enables two parties using phone numbers (mobile or landline) to engage in a conversation over the phone without exposing their Caller ID to each other. Number Masking enables dynamic call forwarding of the inbound calls based on the response received from Client’s Platform. 
  • b) Once the call is received on Voice Number leased from Infobip by the Client, Infobip Number Masking platform sends HTTP request towards Client’s Platform with information about the received call. In a response, Infobip platform shall:
    • receive phone number to which to forward the inbound call to; or
    • play pre-recorded audio file in accordance with Number Masking solution design and if agreed so in advance with the Client
    • shall execute any other flow as agreed with the CLIENT and in accordance with solution design
  • c) Inbound call gets bridged to the phone number received in the Client’s response described under b); however, Infobip shall not be held responsible should the call forwarding be delayed due to no or late response from Client’s Platform. 
  • d) Charging starts once the call is established, meaning either a) inbound call was forwarded to End-User and connection was established, or b) pre-recorded audio file is released to play.

Number Masking comprises the following:

  • a) Provision of the Voice number.
  • b) Technical support
  • c) Billing of such services provided by INFOBIP

2. Chargeable Event and other NUMBER MASKING Service Particulars 

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

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

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

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

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

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

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

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

SIP TRUNKING

1. Service Description

Infobip SIP Trunking services enables the CLIENT to initiate outbound calls from its voice capable platform to destination numbers (subscriber numbers of landline or mobile telephony) using INFOBIP Platform. Client platform is integrated with Infobip platform using SIP protocol and Static-Public IP address on both sides.

SIP Trunking comprises the following:  

  • Technical support
  • Upon request of the CLIENT provision of Voice Number to be used as a caller ID and presented to called destination phone number
  • Billing of such services provided by INFOBIP

2. Chargeable Event and other SIP TRUNKING Service Particulars 

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

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

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

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

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

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

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

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

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

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

INBOUND CALLS– FORWARD TO PHONE NUMBER / IP / SOFTPHONE

1. Service Description

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

Service comprises the following:  

  • Provision of the Voice number.
  • Technical support
  • Billing of such services provided by INFOBIP

2. Chargeable Event and other INBOUND CALLS– FORWARD TO PHONE NUMBER / IP / SOFTPHONE Service Particulars 

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

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

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

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

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

 “Softphone” means software program for sending and/ or receiving calls over SIP protocol over Internet.

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

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

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

MISSED CALL VOICE SERVICE DESCRIPTION

1. Service Description

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

Voice Service comprises the following:  

  • Provision of the Voice number . 
  • Technical support
  • Billing of such services provided by INFOBIP

2. Chargeable Event and other Missed call Voice Service Particulars

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

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

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

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

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

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

VOICE AND VIDEO RECORDING

1. Voice Recording Service Description

Description:

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

Particulars:

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

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

Chargeable Event and other Recording Particulars 

Recording charges within Conversations Full solution

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

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

Recording charges in all other cases (Conversations Full solution)

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

  • Recording Licence Fees – shall be charged monthly and correspond to the number of concurrent calls using  Voice Recording Service whereas one recorded call shall correspond to one Recording Licence Fee charged. Client shall inform Infobip in writing before the commencement of the Service about the Recording Limit to be setup and consequently Infobip shall charge the Recording Licence Fee for each call Client performs with the Voice Recording Service activated until the Recording Limit is reached over any single month;
  • Recording Storage Charges – shall be charged per minute of call(s) stored on a daily basis, meaning over a period of 24 (twenty four) hours. As an example, a 5 minute call stored with Infobip for a period of 2 days shall be charged twice (once for each day) as five individual minutes each.

2. Additional Video Recording Service Description Particulars

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

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

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

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

Bring Your Own Carrier (BYOC)

1. Service Description 

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

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

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

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

2. Chargeable Event and other BYOC Particulars

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

Live chat

1. Service Description 

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

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

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

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

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

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

Social media

1. Service Description 

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

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

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

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

GOOGLE BUSINESS MESSAGING (GOOGLE BM)

1. Service Description 

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

INFOBIP Services include:

  • Connectivity between CLIENT’s information system and the INFOBIP Platform;
  • Configuration of the INFOBIP Platform to receive Google BM traffic generated by CLIENT and the handling and routing of such Google BM traffic to the Google Platform;
  • Billing of such Google BM traffic processed by INFOBIP; and
  • Provide technical support  

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

  • Ensure that connectivity between CLIENT’s information system and the INFOBIP Platform is tested and operational;
  • Route Google BM traffic generated by CLIENT to the Google Business Messages Platform;
  • Invoice CLIENT for all INFOBIP Charges relative to the provision of the INFOBIP;
  • Manage all contractual relationships with Google to ensure the operability of the INFOBIP Services.

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

  • Provide all the configuration information through the proper completion of all technical and contractual forms provided by INFOBIP;
  • Ensure that its own information systems are properly configured to route Google BM traffic to the INFOBIP Platform;
  • Create and maintain at its own expense a database of Google BM Users receiving each message processed by INFOBIP;
  • Ensure under no circumstances to send unsolicited messages (SPAM) to the messaging platform;
  • Announce a larger volume of traffic a few days in advance; and
  • Fulfil all its payment obligations 

2. Chargeable Event and other Google BM Particulars

“Chargeable Event” means Active User;

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

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

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

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

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

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

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

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

APPLE BUSINESS CHAT 

1. Service Description 

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

INFOBIP Services include:

  • Connectivity between CLIENT’s information system and the INFOBIP Platform;
  • Configuration of the INFOBIP Platform to receive Apple Business Chat traffic generated by CLIENT and the handling and routing of such Apple Business Chat traffic to the Apple Business Chat Platform;
  • Billing of such Apple Business Chat traffic processed by INFOBIP; and
  • Provide technical support  

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

  • Ensure that connectivity between CLIENT’s information system and the INFOBIP Platform is tested and operational;
  • Route Apple Business Chat traffic generated by CLIENT to the Apple Business Chat Platform;
  • Invoice CLIENT for all INFOBIP Charges relative to the provision of the INFOBIP;
  • Manage all contractual relationships with Apple to ensure the operability of the INFOBIP Services; and

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

  • Provide all the configuration information through the proper completion of all technical and contractual forms provided by INFOBIP;
  • Ensure that its own information systems are properly configured to route Apple Business Chat traffic to the INFOBIP Platform;
  • Create and maintain at its own expense a database of Apple Business Chat Users receiving each message processed by INFOBIP;
  • Ensure under no circumstances to send unsolicited messages (SPAM) to the messaging platform;
  • Announce a larger volume of traffic a few days in advance; and
  • Fulfil all its payment obligations 

2. Chargeable Event and other Apple Business Chat Particulars

“Chargeable Event” means Active User;

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

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

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

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

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

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

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

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

VIBER BOT

1. Service Description 

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

INFOBIP Services include:

  • Connectivity between CLIENT’s information system and the INFOBIP Platform;
  • Configuration of the INFOBIP Platform to receive Viber Bot traffic generated by CLIENT and the handling and routing of such Viber Bot traffic to the Viber Platform;
  • Billing of such Viber Bot traffic processed by INFOBIP; and
  • Provide technical support  

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

  • Ensure that connectivity between CLIENT’s information system and the INFOBIP Platform is tested and operational;
  • Route Viber Bot traffic generated by CLIENT to the Viber Platform;
  • Invoice CLIENT for all INFOBIP Charges relative to the provision of the INFOBIP;
  • Manage all contractual relationships with Viber to ensure the operability of the INFOBIP Services; and

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

  • Provide all the configuration information through the proper completion of all technical and contractual forms provided by INFOBIP;
  • Ensure that its own information systems are properly configured to route Viber Bot traffic to the INFOBIP Platform;
  • Create and maintain at its own expense a database of Viber Bot Users receiving each message processed by INFOBIP;
  • Ensure under no circumstances to send unsolicited messages (SPAM) to the messaging platform;
  • Announce a larger volume of traffic a few days in advance; and
  • Fulfil all its payment obligations 

2. Chargeable Event and other Viber Bot Particulars

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

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

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

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

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

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

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

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

Network Operator” shall mean Viber as defined above.

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

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

KAKAO

1. Service Description 

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

INFOBIP Services include:

  • Connectivity between CLIENT’s information system and the INFOBIP Platform;
  • Configuration of the INFOBIP Platform to receive Kakao traffic generated by CLIENT and the handling and routing of such KakaoTalk traffic to the KakaoTalk Platform;
  • Billing of such KakaoTalk traffic processed by INFOBIP; and
  • Technical support  

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

  • Ensure that connectivity between CLIENT’s information system and the INFOBIP Platform is tested and operational;
  • Route Kakao traffic generated by CLIENT to the Kakao Platform;
  • Invoice CLIENT for all INFOBIP Charges relative to the provision of the INFOBIP;
  • Manage all contractual relationships with Kakao to ensure the operability of the INFOBIP Services;

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

  • Provide all the configuration information through the proper completion of all technical and contractual forms provided by INFOBIP;
  • Ensure that its own information systems are properly configured to route Kakao traffic to the INFOBIP Platform;
  • Create and maintain at its own expense a database of Kakao Users receiving each message processed by INFOBIP;
  • Ensure under no circumstances to send unsolicited messages (SPAM) to the messaging platform;
  • Announce a larger volume of traffic a few days in advance; and
  • Fulfil all its payment obligations 

2. Chargeable Event and other Kakao Particulars

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

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

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

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

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

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

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

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

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

Network Operator” shall mean Kakao as defined above.

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