TrueEngage Terms of Service

TrueEngage Terms of Service

Effective Date: November 15, 2025
Provider: Live Engage sp. z o.o., ul. Święty Marcin 29/8, 61-806 Poznań, Poland
📧 legal@trueengage.com

These Terms of Service (“Terms”) govern the use of the TrueEngage Platform (“Service”) provided by Live Engage sp. z o.o. (“TrueEngage”, “Company”, “we”, “our”).
By activating or using the Service, you (“Customer”) agree to these Terms, the Privacy Policy, Data Processing Addendum, Service Level Agreement, and any applicable Order Form or Partner Agreement.

---

1. Definitions

TrueEngage – The SaaS platform integrated with Genesys Cloud providing omnichannel widgets for chat, voice, video, callback, and messaging.
Genesys – Genesys Cloud Services, Inc. and its affiliates.
AppFoundry – The official Genesys marketplace through which the Service is provisioned and billed.
Billing Unit – The metric defining subscription scope and price, as per active tier.
WebRTC Tokens – Usage tokens consumed per minute of voice or video communication.
Professional Services – Paid configuration, development, or consulting work performed by TrueEngage.
Partner – A Genesys-certified reseller or integrator authorized to deliver TrueEngage.
Order Form – A written or electronic order placed with Genesys or an authorized Partner.
Confidential Information – Non-public business, technical, or financial information.
Customer Data – Data submitted by or on behalf of Customer through use of the Service.

---

2. Account Setup

• Installation requires administrator privileges in Genesys Cloud.

• Activation occurs upon successful installation from Genesys AppFoundry.

• Credentials and tenant configuration details are delivered to the Customer contact following activation.

• TrueEngage recommends completing installation with an onboarding session: Book here.

• Customer remains responsible for securing administrative access and maintaining accurate contact information.

---

3. Free Trial

• A thirty (30)-day free trial may be granted upon activation through AppFoundry.

• Trial extensions are at the Company’s sole discretion.

• Trials are subject to the same data protection and acceptable-use obligations as paid subscriptions.

---

4. Subscription Tiers and Pricing

4.1 Billing Model

All subscriptions are billed via Genesys AppFoundry under the following SKUs:

Note: TrueEngage billing is independent of Genesys Cloud seat counts.
Charges are based solely on selected subscription tier and actual usage.

4.2 Subscription Tiers

Each subscription includes 3 widgets and 10 000 WebRTC Tokens/month.
Adding 4–9 widgets adds +1 unit; 10 or more adds +2 units.

4.3 Pricing (per Billing Unit)

If billed in another currency, Genesys applies its internal exchange rate.

4.4 Service Level Agreement (SLA)

• Standard 24/7 Support – included in all tiers.

• Premium 24/7 Support – adds +1 Billing Unit and includes:

  • 10 hours/month of Professional Services

  • SLA service-credit eligibility for uptime and resolution metrics

  • Access to quarterly SLA reporting (upon request)

---

5. WebRTC Usage

SKU: GCAFP-170-NV-LIVETRUENGWEBRTCT

Overage beyond the monthly 10 000-token allowance is billed automatically at the applicable Genesys contract rate:

High-volume customers may obtain discounted rates through a monthly commitment arranged with their Genesys Account Manager.

---

6. Professional Services

SKU: GCAFS-170-NV-LIVETRUENGPSONEHR**

• Billed at $150 USD/hour, independent of contract type.

• Requires written (email) confirmation prior to commencement.

• Support incidents caused by verified TrueEngage defects are not billable.

• Customers under Premium SLA receive 10 hours/month included.

---

7. Ordering and Invoicing

• Orders are placed through Genesys or authorized Partners.

• TrueEngage pricing aligns with the Customer’s active Genesys contract type.

• All fees and overages appear on the Genesys or Partner invoice.

• No direct billing is issued by TrueEngage.

---

8. Usage Monitoring

• WebRTC usage and widget counts are visible in the TrueEngage dashboard.

• A minimum of one (1) Billing Unit is charged per active month.

• Unused capacity does not roll over.

---

9. Intellectual Property

• The Service, software, and documentation remain the exclusive property of TrueEngage.

• Customer receives a limited, non-exclusive, non-transferable license to use the Service during the active subscription term.

• Feedback, suggestions, or derivative works become the property of TrueEngage.

• Reverse engineering, tampering, or unauthorized access are strictly prohibited.

---

10. Legal Terms

10.1 Acceptable Use

Customer shall not:

• Violate any applicable law or regulation;

• Attempt unauthorized access, penetration testing, or disruption of the Service;

• Transmit malware, unlawful, or infringing content;

• Interfere with other users’ access or performance of the Service.

10.2 Service Continuity

TrueEngage maintains an ISO/IEC 27001-aligned Business Continuity and Disaster Recovery Plan, tested annually with defined RTO/RPO metrics.
Summaries are available upon written request.

10.3 Force Majeure

Neither party is liable for delays or failures caused by events beyond reasonable control, including natural disasters, war, strikes, or third-party service failures (including Genesys Cloud or Microsoft Azure).

10.4 Marketing Use

Customer grants TrueEngage a revocable right to use its name and logo in reference lists and marketing materials. Revocation requires written notice.

10.5 Data Retention

Customer data is retained for thirty (30) days after termination, after which it is permanently deleted unless legally required otherwise.

10.6 Export Compliance

Customer agrees to comply with all applicable export and sanctions laws governing software and telecommunications services.

10.7 Account Security

Customer is responsible for safeguarding access credentials and must notify TrueEngage immediately of any unauthorized access or suspected breach.

10.8 Termination

TrueEngage may suspend or terminate Service where:

• Fees remain unpaid for more than 30 days;

• Customer materially breaches these Terms; or

• Suspension is required by law or regulation.

10.9 Notices

All legal notices must be sent to legal@trueengage.com with the subject line “Legal Notice”.
Notices are deemed received on the next business day following transmission.

---

11. Data Protection and Compliance

TrueEngage complies with GDPR, CCPA, and applicable data-protection laws.
Core subprocessors include:

• Microsoft Azure – hosting and infrastructure

• Telnyx Inc. – WebRTC voice/video network

• Genesys Cloud Services Inc. – routing and analytics integration

Details are set forth in the Privacy Policy and Data Processing Addendum.

---

12. Governing Law and Dispute Resolution

These Terms shall be governed by the laws of Poland, excluding its conflict-of-laws rules.

12.1 Jurisdiction

The competent courts of Poznań, Poland shall have exclusive jurisdiction over all disputes, subject to the arbitration option below.

12.2 Optional Arbitration

For enterprise Customers, either party may elect to refer any dispute to final and binding arbitration under the Rules of the Court of Arbitration at the Polish Chamber of Commerce in Warsaw, Poland.

• Proceedings shall be conducted in English.

• The arbitral tribunal shall consist of one arbitrator.

• The arbitral award shall be final and binding upon the parties.

---

13. Entire Agreement

These Terms, together with any referenced policies, Data Processing Addendum, and applicable Order Forms, constitute the entire agreement between the parties and supersede any prior representations or agreements regarding the Service.

---

© 2025 Live Engage sp. z o.o. All rights reserved.
Last updated: November 15, 2025