1. Agreement
These Terms apply when your organisation installs or uses any Captivo Labs integration (“the Services”). By installing a Service, connecting an account to it, or using it, you agree to these Terms for yourself and for the organisation you represent (“your organisation”). If you do not agree, do not install or use the Services.2. The Services
The Services connect your organisation’s telephony platform with the business software it works in, such as a CRM, service desk or practice-management system. Depending on the Service and your settings, they:- match calls, and where supported text messages, to the right contacts and records in your business software, and log them there;
- add notes your users enter, and AI summaries, action items and transcripts that your telephony platform produces;
- create follow-up tasks, and log missed calls;
- add callers to your telephony platform’s company directory, so their next call shows a name;
- offer optional features, such as masking sensitive values before anything is written.
3. Accounts
3.1 Setup. Your organisation’s account is created when an administrator installs a Service from a telephony provider’s app marketplace, or when the first user from your organisation connects. Administrators connect your accounts and, where a Service offers it, choose whose calls are logged. 3.2 Connected accounts. Your organisation is responsible for the telephony and business software accounts it connects, and for keeping them current. If a connection stops working, the Services will tell you where they can. 3.3 Security of your account. Keep access to your own staff, and tell us at support@captivolabs.com straight away if you suspect unauthorised access. 3.4 Accurate information. Provide accurate information when you connect your accounts, and keep it current.4. Subscriptions and billing
4.1 Seats. The Services are billed per seat. Depending on the Service, a seat is each user who connects, or each person whose calls your administrators choose to log. The Service shows how its seats are counted. 4.2 Trials. Some Services offer a free trial, as stated when you sign up; others are paid from the start. Where there is a trial, continuing after it ends needs a paid subscription. 4.3 Billing. Subscriptions are billed in advance, monthly, or annually where offered. Stripe processes payments. By subscribing, you authorise Captivo Labs to charge your nominated payment method on a recurring basis. Current pricing is on our website. 4.4 Changing seats. When seats are added or removed, your subscription is adjusted to match. 4.5 Failed payments. If a payment fails, we will tell you and retry. The Services may stop logging, or be suspended, if the subscription lapses. 4.6 Cancelling. You can cancel at any time from the billing portal in the Service. Cancellation takes effect at the end of the current billing period. We do not refund partial periods. 4.7 Price changes. We will give at least 30 days’ notice of price changes. Continuing to use the Services after a change takes effect means you accept it.5. Data
5.1 Your data. Your organisation owns its data. We use it only to provide the Services to your organisation, as described in our Privacy Policy, which forms part of these Terms. 5.2 Roles. For call, message and contact data, your organisation is the controller and Captivo Labs is a processor acting on its instructions. A data processing agreement is available on request. 5.3 Your responsibilities. Your organisation decides whose calls and messages are logged and what is written to its business software, and is responsible for having a lawful basis for that, including any notice or consent the law requires for recorded or transcribed calls. 5.4 Access by our staff. Our staff access your data only to provide support you ask for, investigate faults or security issues, or meet legal obligations. 5.5 Location and security. The Services store data in the United States and protect it as set out in the Privacy Policy. No system is completely secure, and we cannot guarantee absolute security. 5.6 Other platforms. Your use of your telephony platform, your business software and Stripe is governed by your agreements with those providers. We are not responsible for their handling of your data.6. Acceptable use
You must not use the Services to:- break any law, including privacy and telecommunications laws;
- infringe anyone’s intellectual property;
- attempt to access systems or data you are not authorised to access;
- reverse engineer, decompile or disassemble the Services;
- resell, sublicense or otherwise commercialise the Services without our written consent;
- interfere with the Services or their use by others.