Customer Communication Management (CCM) Supplemental Terms and Conditions
India - Version 1 - 29 July 2022
These supplemental terms and conditions (“Supplement”) are part of an agreement for certain ACL services (“Agreement”) between ACL and Customer and apply only to the ACL services referencing or subject to this Supplement, including Customer Communication Management (CCM) services (“Service”) as set forth in the applicable Order Form and not any other ACL product or service. The Services will be subject to the Agreement except as otherwise and to the extent set forth herein.
Capitalized terms are defined in the Glossary below. Capitalized terms not defined in this Supplement shall have the meanings ascribed to them in the General Terms and Conditions for ACL Services (“GTC”).
Part A – Legal Terms
A1.1. Service Provider Conditions and laws and regulations. In addition to Customer’s obligations set forth in Section 4.1 of the GTC, Customer shall comply with all Service Provider Conditions including any applicable legal and regulatory requirements relating to the Customer Data or its use of the Service. If a Service Provider changes the Service Provider Conditions and/or the technical standards for the delivery of Service, ACL may modify the terms and conditions governing such Service upon prior written notice to Customer.
A1.2. Supply of Services. Customer shall bear sole responsibility for the acts, omissions, or breaches of its Representatives with respect to the use of the Service, including but not limited to the Customer Data. Customer shall promptly inform ACL if it becomes aware of any violation of the terms of this paragraph.
A1.3. Restrictions. Customer shall not use the Service or permit the Service to be used:
(a) in a manner that violates the Agreement, including this Supplement and the Service Provider Conditions, including, without limitation, any applicable law, regulation, industry guidelines, or code of practice, or that violates, infringes or misappropriates the rights of any third party;
(b) to transmit any PDF or email (with or without attachments) or any electronic material (including viruses or other similar destructive computer programming routines) which causes, or is likely to cause, detriment or harm or damage to the ACL Network or any computer systems or telecommunications equipment or mobile handsets owned by ACL or any other person, or to facilitate the transmission or use of any code that would allow any third party to interfere with or access any Customer Data; and/or
(c) to generate or send any PDFs or emails (with or without attachments) or material which is or could be interpreted by a reasonable person to be obscene, offensive, abusive, harassing, misleading, fraudulent, violent, unethical, indecent, defamatory, discriminatory, threatening, libelous, unlawful or menacing or promotes alcohol abuse or illegal drug use.
A1.4 Intellectual Property.
(a) If Customer provides ACL with Customer’s pre-existing Intellectual Property (“Customer IP"), then Customer hereby grants to ACL, during the term of the applicable Order Form, a limited, worldwide, non-transferable, royalty-free, right and license (with right of sub-license where required to perform the Services) to use the Customer IP solely for the purpose of providing the Services. Customer represents and warrants that Customer has all rights in the Customer IP necessary to grant this license, and that ACL’s use of such Customer IP shall not infringe on the Intellectual Property rights of any third party.
(b) Created by ACL. Unless otherwise specifically stated in the applicable Order Form, and excluding any Customer IP, ACL shall own all Intellectual Property created as part of providing the Services or contained in the Deliverables and such ACL Intellectual Property shall only be used by the Customer to generate attachments in PDF format and no other format, unless specified otherwise by ACL in wiring.
A1.6 Open Source Software. ACL may use certain open source software within its systems (for example Linux, OpenStack, and software licensed under the Apache, GPL, MIT or other open source licenses, collectively “Open Source Software") and makes no representation or warranty whatsoever regarding any such software or with regard to any third party products or services which may be recommended for Customer’s consideration or provided to Customer in connection with the Services. In the event ACL provides any Open Source Software to Customer as part of the Services, then such Open Source Software is subject to the terms of the applicable Open Source Software license. To the extent there is a conflict with this Supplement, the terms of the applicable Open Source Software license shall prevail.
A2.1. Security and Privacy. ACL shall provide the Services in accordance with the security and privacy practices set forth at click here and any additional security specifications identified in the Order Form or this Supplement. Customer must use reasonable security precautions in connection with Customer’s use of the Services, including appropriately securing and encrypting Personal Data stored on or transmitted using the Customer Configuration. Customer Data is, and at all times shall remain, Customer’s exclusive property. ACL will not use or disclose Customer Data except as materially required to perform the Services or as required by law. Customer agrees not to provide ACL with any sensitive personal data or protected health information or other information that can be deemed sensitive personal data or protected health information without obtaining ACL’s prior written consent and entering into a separate agreement with ACL governing the transmission of such information in connection with Customer’s use and benefit of the Services.
A2.2 Content Privacy. Customer acknowledges and understands that the Services may include the transmission of unencrypted email in plain text over the public internet. Customer is responsible for encrypting any Personal Data Customer uses in conjunction with the Services. Email sent using the Services may be unsecured, may be intercepted by other users of the public internet, and may be stored and disclosed by third parties (such as a recipient’s email service provider). Although Services include support for TLS, content may be transmitted even if the recipient does not also support TLS, resulting in an unencrypted transmission.
A2.3 If following suspension of the Services for non-payment, Customer’s payment of any invoiced undisputed amount remains overdue for a further ten (10) days, ACL may terminate the Agreement or the applicable Order Form(s) for breach on written notice.
A2.4 Indemnity. If ACL or any of its Representatives (the “Indemnitees") is faced with any claim (including, but not limited to, any fines, penalties) or other liabilities brought against ACL or any of its Representatives by any third party relating to Customer Data, Customer’s use of the Service or otherwise arising out of Customer’s actual or alleged: willful misconduct, breach of applicable laws, failure to meet the security obligations required by the Agreement, breach of Customer’s agreement with Customer’s customers or end users, violation of the AUP, or Customer’s breach of Section A1.5 (Intellectual Property) hereof or Section 10 of the GTC, then Customer will pay promptly pay ACL for the cost of defending the claim (including reasonable legal fees and settlement expenses) and any damages award, fine or other penalty that is imposed on the Indemnitees as a result of the claim. Customer’s obligations under this Section include claims arising out of the acts or omissions of Customer’s employees or agents, any other person to whom Customer has given access to the Service or the Customer Configuration, and any person who gains access to the Customer Configuration as a result of Customer’s failure to use reasonable security precautions, even if the acts or omissions of such persons were not authorized by Customer.
ACL will choose legal counsel to defend the claim, provided that the choice is reasonable and is communicated to Customer. Customer must comply with our reasonable requests for assistance and cooperation in the defense of the claim. ACL may not settle the claim without Customer’s consent, which may not be unreasonably withheld, delayed or conditioned. Customer must pay costs and expenses due under this Section as ACL incurs them.
A2.5. Disclaimer. Customer agrees that, with respect to its supply of the Service, neither ACL nor any ACL supplier shall be liable whether in contract, tort, or strict liability to Customer or to any its customers or end user for (i) any emails deleted or not delivered regardless of the reason for deletion or non-delivery, including, without limitation, email processing errors, transmission errors, or messaging network and/or service failures; or (ii) the accuracy of information provided through the Service.
ACL makes no commitment to provide any services other than the Services stated in the Order Form. ACL or its Service Provider is not responsible to Customer or any third party for unauthorized access to your Customer Data or for unauthorized use of the Services that is not solely caused by ACL or its Representative’s failure to meet its security obligations in Section 1.2.1 above. ACL and its Representatives disclaim any and all warranties not expressly stated in the Agreement to the maximum extent permitted by law including implied warranties such as merchantability, satisfactory quality, fitness for a particular purpose and non-infringement. ACL and its Representatives expressly reserves the right, at any time during the term of the Agreement, to adapt, arrange and/or modify any of the components granting access and use rights to the Service and the associated documentation, provided that the maintenance and support commitments are complied with for these operations. Similarly, ACL may, at any time, discontinue providing a platform deemed undesirable and/or obsolete and migrate services to a new infrastructure; in which case, ACL will endeavor to inform Customer as early as possible.
Part B – Business Terms
B1. Customer Responsibilities
B1.1. Access and Connectivity
(a) Acceptable Use Policy. Customer agrees that its use of the Services, including any Customer Configuration provided by ACL, will comply with the Acceptable Use Policy (the “AUP").
(b) Documentation. Customer agrees to comply with the ACL Group documentation found on the respective website and agree that ACL may establish new procedures for Customer’s use of the Services as it deems necessary for the optimal performance of the Services.
B2. Commercial Terms
B2.1. Price Changes. ACL may revise the pricing terms that apply to Customer’s use of the Services at any time by providing Customer with notice pursuant to the GTC. With respect to Customers that are party to a then-effective Order Form (i.e. custom contract Customers), ACL reserves the right to increase rates or charges for the Services, provided, however, that any such revised rates or charges assessed to Customer for Services under such Order Form will not become effective until the commencement of the next renewal term of such Order Form (and the Order Form will be deemed amended to reflect such increased rates or charges). If at any time a third-party license or service provider directly or indirectly increases the fee they charge ACL for Customer’s use of Third Party Software or services, ACL may increase Customer’s fees by the same percentage amount on sixty (60) days’ advance written notice (for either self-service or custom contract Customers).
It is clarified that the cost of PDF generation does not include cost of sending the attachment. The channel cost would be charged separately.
B2.2. Termination for Convenience. For recurring services, unless otherwise stated in the Agreement or the Order Form, either party may terminate all or part of any Order Form for convenience at any time by giving the other party at least ninety (90) days advance written notice; provided, however, that in the event of termination for convenience by Customer, Customer agrees to pay an early termination fee equal to the monthly recurring fee times the number of months remaining in the then current term of the Order Form for the Services that have been terminated.
B2.3. Reimbursement for Expenses. Unless otherwise agreed in the Order Form or otherwise provided for in the Control Panel, if any of the Services are performed at Customer’s premises, Customer agree to reimburse ACL for the actual substantiated out-of-pocket expenses of its Representatives.
B2.4. Service Level Agreement.
(a) ACL guarantees that the Services (meaning any or all of the API, SFTP, and PDF generation services listed on our status page) will be available 99% of the time in any given monthly billing period, excluding maintenance. Customer is entitled to a credit of 5% of Customer’s given monthly fee for the Services for each 30 minutes of Services unavailability (after the first .01%) in a given monthly period.
(b) ACL may change the functionality of the Service, in connection with (i) the technical or substantive development of the Service, (ii) the development of additional functions, and/or (iii) the technical parameters.
(c) Customer and ACL shall agree in wiring on (i) the timeframe to store the generated PDFs, (ii) timeframe to transfer the generated PDFs to Customer hosting, and (iii) the Purging Policy applicable on the generated PDFs.
(d) It is clarified that password protection and digital signatures are not a default feature on PDF and need to be pre-agreed in writing at the time of scoping.
(e) Additional layer of security in addition to the security and privacy practices set forth at https://www.aclmobile.com/security-policy-ccm will be pre-agreed in writing the initial scoping.
(f) Any deviation from or change to the standard Service offering shall be considered as ‘custom development’.
(g) PDF generation time is dependent upon the size and number of PDFs.
B2.5. Credit Limitations. Customer is not entitled to any credit if Customer is in breach of the terms governing Customer’s use of the Services until Customer has timely cured the breach. Customer is not entitled to any credit if downtime would not have occurred but for Customer’s breach of this Supplement, including violation of the AUP (referenced below). Customer is not entitled to any credit for downtime or outages resulting from denial of service attacks, virus activity, hacking attempts, or any other circumstances that are not within our control. In addition, to receive a credit, Customer must make the request by creating a support ticket in the Control Panel within thirty (30) days following the end of the downtime. Customer must show that Customer’s use of the Services was adversely affected in some way as a result of the downtime to be eligible for the credit. Notwithstanding anything in this Supplement to the contrary, the maximum total credit for the monthly billing period, including all guaranties, shall not exceed 100% of the fees for that billing period. Credits that would be available but for this limitation will not be carried forward to future billing periods.
B2.6. SLA Credits. The credits stated in any applicable SLA are Customer’s sole and exclusive remedy for ACL’s failure to meet those guarantees for which credits are provided. The maximum total credit(s) for failure to meet any applicable SLA for any calendar month shall not exceed 100% of the then current monthly recurring fee for the Services. Credits that would be available but for this limitation will not be carried forward to future months. Customer is not entitled to a credit if Customer is in breach of the Agreement at the time of the occurrence of the event giving rise to the credit until Customer have remedied the breach. No credit will be due if the credit would not have accrued but for Customer’s action or omission.
B2.7. Delivery & Filtering. ACL will use commercially reasonable efforts to generate Customer’s PDF, but cannot guarantee assurance of generation. Customer acknowledges that ACL does not control the transfer of Data via the internet and cannot be held responsible for delays or delivery problems arising from internet or other outside connection issues while generating and/or transferring of the PDF.
B2.8. Some terms are incorporated into the Agreement by reference to pages on the ACL websites and ACL may revise those terms from time to time (including this Supplement). Such revisions will be effective and supersede and form part of the Agreement as of the time (i) Customer enters into a new Order Form referencing the terms subject to the revisions or (ii) a Order Form automatically renews pursuant to the Agreement in which case Customer acknowledges that Customer has reviewed and accepted the then-current version of the terms as of the date of the renewal. If there is a conflict between the terms of the Agreement, the documents will govern in the following order: the Order Form, this Supplement and then the Agreement. The headings or captions in this Supplement are for convenience only. If over time Customer enters into multiple Order Forms for a given Customer Configuration (for example to add additional components or services) then the most recent terms referenced in the Order Form(s) will govern the entirety of the Services for the given Customer Configuration.
B2.9. Unless otherwise expressly permitted in the Agreement, the terms of this Supplement may be varied only by a written agreement signed by both parties that expressly refers to this Supplement and the Agreement. A Order Form may be amended to modify, add, or remove services by a formal written agreement signed by both parties, or by an exchange of correspondence (including via the ACL ticketing system) that includes the express consent of an authorized individual for each of us. The pre-printed terms of Customer’s purchase order or any other business form or terms that Customer provides shall be void and of no effect.
B.2.10. Notices.Your routine communications to Service Provider regarding the Services should be sent to your account team using the Control Panel. To give a notice regarding termination of the Agreement for breach or other legal matter, you must send it by first-class post to the address indicated on the Order Form, Attention: Legal Department, with a copy by email to [email protected]
1.1 “”CCM”" means Customer Communication Management Services which is a PDF generation service.
1.2 “”Configuration Requirements”" means those specifications as required to perform the Services, such as a required reference architecture, documentation, or software version.
1.3 “”Control Panel”" means the customer portal accessible to Customer containing, among other information, the pricing terms applicable to Customer’s use of the Services and users designated to receive support.
1.4 “Customer Configuration" means any Customer configuration or information technology system needed to enable the Services or to which the Services relate.
1.5 “Customer Service” means a marketing, advertising, promotional or informational program or initiative, or other project, conducted by Customer utilizing the Service.
1.6 “Deliverables" means the tangible or intangible materials which are prepared for Customer’s use in the course of performing the Services and that are specifically identified in a Order Form as Deliverables and described therein.
1.7 “Intellectual Property" means patents, copyrights, trademarks, trade secrets, software and source code, specifications and ancillary documentation and any other proprietary intellectual property rights.
1.8 “Representatives" means a party’s respective service providers, officers, directors, employees, contractors, Affiliates, suppliers, agents.
1.9 “Service Provider” means any entity, including, but not limited to, mobile network operators, email providers and mobile messaging aggregators, that is used in relation to the supply of the Service and as identified in the applicable Order Form.
1.10 “Service Provider Conditions” means the rates, terms and conditions and “codes of conduct” or email content, PDF content, rule and restrictions imposed by the applicable Service Providers on the provision of the Service and conduct of Customer Services as a condition of permitting ACL to provide the Service and Customer to conduct Customer Services, including, without limitation, the conditions set forth in Section 1.1 hereof, whether such Service Provider Conditions are incorporated in the terms of this Supplement, the Agreement or provided by ACL to Customer in writing or by email from time to time.
1.11 “SLA" means any provision providing a specified credit remedy for an identified failure to deliver or provide the Services to the identified standard.
1.12 “Third party Software” means any third-party software for Customer’s use as part of the Service or to assist ACL in our delivery of the Service.
1.13 “Credit” means 1 Billable Unit which is used for generating 1 PDF.