Legal Terms for Social Engagement 8.5.2
IMPORTANT - THIS DOCUMENT MUST BE READ IN FULL AND TERMS ACCEPTED PRIOR TO THE DEPLOYMENT OR UPGRADE OF GENESYS SOCIAL ENGAGEMENT
The release of Genesys Social Engagement version 8.5.2 (“Product”) introduces some significant changes over earlier versions of the product. For details regarding these changes, please see this link.
Prior to deploying (or upgrading) and using the Product (and subsequent versions) you agree to review the remainder of this document, after which you will select the click-to-accept option to be bound by these Terms. If you do not agree to these Terms, in whole or in part, you will reject the Terms and refrain from deploying or otherwise using such version of the product. If you are deploying (or upgrading) the product on behalf of an organization or entity (“Customer”), then you are agreeing to these Terms on behalf of that Customer and you represent and warrant that you have the authority to bind the Customer to these Terms. In that case, “you” and “your” refers to you and that Customer
Social Engagement Channels
Channels in the Product are used to source and dispatch data to and from Twitter and Facebook and potentially other Social Networks (“Social Media Providers”). You, or authorized persons working with the Customer may setup channels for the purposes of enabling engagement around Customer’s business on Social Media. Customers will not setup channels for the purpose of monitoring competitors branded social networking pages or for uses outside of the need to engage and manage conversations regarding their business on Social Media.
The Customer’s usage of Social Media will be bound by the Social Media Providers: Rules, and Terms of Service, that may be found on Social Media Providers branded web pages. Notwithstanding any term in the Agreement to the contrary, Genesys reserves the right to suspend the Product, or portion thereof, or reject or cancel the transmission of any information through the Product based upon (i) reasonable belief that the use of the Product is in violation of applicable laws or Social Media Providers Terms of Service (ii) Customer’s use unreasonably burdening the platform running the Product (e.g., use of broad search criteria) or (iii) an imminent compromise to the security or integrity of the platform running the Product. As practicable depending on the circumstances, Genesys will provide written notice of the suspension and keep Customer reasonably informed of Genesys’ efforts to restore the Customer’s use of the Product.
Customer Interactions Stored in the Genesys Data Center
In order to facilitate the use of the analytics component of the Product, Genesys will store a copy of the customer’s inbound and outbound Twitter and Facebook posts, comments, and messages (“Customer Interactions”) in a Genesys-managed software-as-a-service environment/data center, for approximately 3 months, after which the data will be deleted from the Genesys-managed software-as-a-service environment/data center. Customer will not use the Product to receive or transmit sensitive data, including but not limited to personal health information, personally identifiable information, passwords and sensitive account access information, and credit card information. Provided that Customer is fully compliant with the limitations in this Agreement, Genesys shall maintain reasonable, appropriate administrative, physical, and technical safeguards for protection of the security, confidentiality and integrity of Customer Interactions while such interactions are stored with the Genesys-managed software-as-a-service environment/data center center
As between Genesys and Customer, the Customer Interactions are the proprietary material of Customer and shall be considered Customer’s Confidential Information. Customer grants Genesys a non-exclusive, non-sublicenseable (except to parties working on Genesys' behalf), non-transferable, royalty-free license to access, process, store, transmit, and otherwise make use of the Customer Interactions as directed by Customer or as necessary to provide the Product capabilities and to otherwise fulfill its obligations under and in accordance with the Agreement.
Genesys does not limit the number of outbound Customer Interactions that are issued in direct response to inbound Customer Interactions. Customers are permitted to source up to 200,000 inbound Customer Interactions per month. Inbound Customer Interactions may include tweets that mention the company’s handle or tweets that mention keywords, or Twitter Direct Messages, or any posts or comments from the customer’s Facebook page, or Facebook Private Messages, or other Social Media Providers. Volumes in excess of 200,000 inbound Customer Interactions per month will be subject to additional fees and terms.
Genesys does not limit the number of outbound Customer Interactions that are issued in direct response to inbound Customer Interactions.
Service Availability Support and Warranties
Service level targets as set out in the ENCODED_CONTENT MzMyOTgCjxhIGhyZWY9Imh0dHBzOi8vZ2VuZXN5cy5teS5zYWxlc2ZvcmNlLmNvbS9zZmMvcC8jVTAwMDAwMDBLTTFHL2EvVTAwMDAwMDA4ZzVFL04zOFUzTFRuN1FlNElUaGphSi5GNDN0SnZLTHV1em85WU1tLlZyWjJUV1UiIHRhcmdldD0iX2JsYW5rIiBjbGFzcz0iZXh0ZXJuYWwgdGV4dCIgcmVsPSJub2ZvbGxvdyI+U3VwcG9ydCBHdWlkZSBmb3IgT24tUHJlbWlzZXMgTGljZW5zZXM8L2E+ END_ENCODED_CONTENT shall come into effect following acknowledged receipt of All Relevant Information being supplied by Customer to Genesys for the Product.
Maintenance must be purchased with new and continued use of the Product. The analytics component of the Product is facilitated by the Genesys-managed software-as-a-service environment/data center. Use of analytics component of the Product is only available for those customers that purchase and continuously maintain Maintenance. Lapse in maintenance coverage terminates any usage right of the analytics component of the Product. Customers that discontinue Maintenance may build custom interfaces to Social Media Providers using sample code accessible to experienced developers via the Genesys documentation website (or upon request) to facilitate continued use of the engagement capability of the Product.
Customer acknowledges that the Product is dependent on access to various third party services (including, but not limited to, Twitter and Facebook) and you agree that Genesys is not responsible for the non-availability, delays, failures or interruption affecting the Service or the performance of the Service caused by any such third party services or errors or bugs in software, hardware or the Internet on which the Service relies. You acknowledge that we do not control such third party services and such errors or bugs are inherent in the use of such software, hardware and the Internet.
THE AVAILABILITY OF THE PRODUCT IS PROVIDED ON AN "AS IS" ‘WHERE IS” BASIS WITHOUT WARRANTY OF ANY KIND EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. GENESYS MAKES NO REPRESENTATIONS OR WARRANTIES THAT USE OF THE SOCIAL ENGAGEMENT SERVICES WILL BE UNINTERRUPTED, TIMELY, COMPLETE, OR ERROR-FREE.
Do you accept these terms?
Genesys Cloud API Driver for Facebook Release Notes
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This is the first release of Genesys Cloud API Driver for Facebook. It includes the following features:
- Support for the following operating systems. See the Supported Operating Environment: eServices page for more detailed information and a list of all supported operating systems.
- Red Hat Linux AP 64-bit x86 6 and 7
This release contains the following resolved issues:
The Driver no longer loses its connection to Genesys Social Analytics during switchover between primary and backup servers. (SMD-2892)
To deploy release 220.127.116.11, you must accept the terms linked below.