These terms are an agreement between Contact Innovations Group LLC ("Contact-IQ", "we", "us") and the organization that subscribes to Standby ("you"). The person accepting them confirms they're authorized to do so for that organization. If you and we sign a separate agreement, including a private offer through AWS Marketplace, that agreement takes precedence where the two differ.

1. The service

Standby is an on-call service for Amazon Connect contact centers. It reads metrics from your Connect instance, alerts and escalates to the people on your rotas, and lets authorized supervisors apply limited, time-bound changes to your queues. It includes a web console, a mobile app and software you deploy in your own AWS account (a CloudFormation stack).

Standby is offered to organizations based in the United States, billed to a US address.

We may improve and change the service. We won't remove a core capability you're paying for without telling you at least 30 days before.

2. Your account and your people

• Standby is for business use only. Everyone who uses it must be 18 or older and using it for your organization's work.
• You're responsible for who you invite, what access you give them, and keeping sign-in details secure.
• You'll make sure the people you add to rotations have agreed to receive notifications and calls. That includes calls to the mobile numbers you enter.
• You'll tell us promptly if you believe your account has been accessed without permission.

3. Your AWS account

Standby works through a role you create in your AWS account, with the permissions described on our security page. You stay in control of that account and can remove Standby's access at any time by deleting the stack. You remain responsible for your AWS account and charges, including Amazon Connect calls placed for voice paging and the resources the stack creates.

Removing or disabling the stack disconnects the integration and may interrupt monitoring, paging and actions on your contact center. It doesn't, by itself, cancel your Standby subscription or ask us to delete your workspace; to cancel, see section 12.

4. Actions on your contact center

Standby lets authorized people make limited, temporary changes to supported Amazon Connect queue settings, such as capping or closing a queue. Each change is approved on an enrolled phone, recorded in the audit trail, and scheduled to be undone at the time chosen. Undoing a change is an attempt, not a guarantee: AWS availability, permissions, and changes made to the same setting in the meantime can prevent or complicate it. Before undoing a change, Standby checks that the setting still holds the value it applied, so it won't overwrite a later change made by someone else; when a change can't be undone, Standby retries where it can and tells your designated admins. You remain responsible for watching the results and keeping another way to operate your contact center.

You decide who may take these actions and against which instances. Callers follow your own contact flows, and Standby doesn't change those flows. You're responsible for the decisions your people make using the service.

5. Fees and payment

• Plans are priced per seat. A seat is any member or admin in your workspace who isn't disabled, including people who've been invited but haven't signed in yet. Disabled accounts aren't billed. Team and Business plans have a minimum of 5 seats. Current prices are on our pricing page.
• Free trial. A new workspace gets a 30-day trial of the Business plan. It starts when your Standby stack first sends queue figures, not when you sign up, so time spent on a security review or installation doesn't use it up. No card is needed to start. Before it ends we'll remind workspace admins, and if you haven't chosen a plan, alerting and paging continue for 7 more days, with configuration read-only, before the workspace is paused. We'll tell admins before paging stops.
• Subscriptions renew automatically, monthly or yearly, until canceled. Adding seats is charged pro rata for the rest of the billing period. Removing seats takes effect at the next renewal.
• Card payments are processed by Stripe. If you buy through AWS Marketplace, AWS bills you under its own terms.
• Fees don't include taxes, which are added where required.
• If a payment fails, we tell your billing contact and workspace admins and allow 14 days to fix it. From day 14 we may make configuration read-only. If it's still unpaid, we may pause alerting and paging, but no earlier than day 28 after the failed payment, and only after telling workspace admins in advance when paging will stop. This doesn't promise continued service during an unrelated outage or another authorized suspension.
• Except where the law requires otherwise, fees already paid aren't refundable, including for the rest of a month after you cancel. The one exception: if you cancel a yearly plan within 14 days of its first yearly charge, we'll refund that charge in full. Our billing and refunds page sets this out in full.

6. Acceptable use

Don't use Standby to break the law, to call or message people who haven't agreed to it, to probe or disrupt our systems or other customers' workspaces, or to resell it without our written agreement.

7. What Standby can and can't promise

Standby is designed to alert and escalate according to the rotations and rules you set up, and keeps trying down the rota until somebody answers. But delivering a notification or call, and undoing a change on schedule, depend on things we don't control: AWS, Amazon Connect, mobile networks, Apple's and Google's notification services, phone settings, the contact details and permissions you provide, and other third-party systems. We can't guarantee that every alert will reach someone, or that every change will be undone, within a particular time. Standby supports your operations; it doesn't replace your own procedures for staffing, emergencies and monitoring, or another way of reaching the people on call. That's why the product includes practice drills: use them regularly to check your chain works.

Any service-level commitment is agreed separately in writing.

8. Your data

You own the data you put into Standby. You give us permission to use it only to provide, secure and support the service, as described in our privacy policy. Our data processing agreement applies to personal data we process for you, and the providers we use are listed on our subprocessors page. On every plan, your admins can download your workspace data (as JSON) and your audit trail (as CSV) from the console.

Your workspace is deleted 30 days after it is no longer paid for and the stack has been removed: that is, after your subscription ends (or, without one, after you remove the stack). Removing the stack while you're subscribed only disconnects it. A workspace whose subscription has ended but whose stack is still installed is paused and kept until the stack is removed. Some records last longer for the periods set out in the privacy policy and DPA, such as the audit trail, recovery copies, and records kept for legal, security or dispute reasons.

Standby doesn't collect the content of your contacts, such as recordings, transcripts or caller details, and its permissions in your AWS account don't allow it to.

9. Confidentiality

Each of us will protect the other's non-public information with reasonable care, and use it only for this agreement. This doesn't cover information that is public, already known, independently developed, or that the law requires to be disclosed.

10. Warranties

We'll provide the service with reasonable skill and care. Apart from that, and to the extent the law allows, the service is provided "as is", without other warranties, express or implied, including merchantability and fitness for a particular purpose.

11. Limits of liability

TO THE EXTENT PERMITTED BY APPLICABLE LAW, NEITHER PARTY IS LIABLE TO THE OTHER FOR INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY OR CONSEQUENTIAL DAMAGES, OR FOR LOST PROFITS, REVENUE, BUSINESS OR DATA, ARISING FROM THE SERVICE, INCLUDING AN ALERT NOT RECEIVED OR NOT ACTED ON, OR A CHANGE TO YOUR CONTACT CENTER NOT UNDONE OR UNDONE LATE. EACH PARTY'S TOTAL LIABILITY UNDER THIS AGREEMENT WILL NOT EXCEED THE FEES YOU PAID FOR STANDBY IN THE 12 MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM. THESE LIMITS DON'T APPLY TO YOUR OBLIGATION TO PAY FEES, TO EITHER PARTY'S BREACH OF CONFIDENTIALITY, OR TO LIABILITY THAT CAN'T LAWFULLY BE LIMITED.

12. Ending the agreement

You can cancel at any time, from the console's billing settings. Cancellation takes effect at the end of the billing period you've paid for. Either of us can end the agreement if the other materially breaches it and doesn't fix the breach within 30 days of written notice, except where immediate action is reasonably needed to protect the security of the service or to comply with the law. When it ends, your access stops and your data is handled as described in section 8 and the DPA. Removing the stack doesn't, by itself, end your subscription.

13. General

• These terms are governed by the laws of the State of Ohio, United States, and disputes go to the state or federal courts serving Stark County, Ohio.
• We may update these terms. We'll give workspace admins at least 30 days' notice of material changes, which apply from your next renewal.
• Neither of us is responsible for delays caused by events outside reasonable control.
• You may not transfer this agreement without our consent, except as part of a merger or sale of your business.

Contact

hello@contact-iq.com
Contact Innovations Group LLC, 6545 Market Ave. North, Suite 100, North Canton, OH 44721, USA