Genesys Cloud Services terms and conditions

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Direct customers 

The following terms and conditions apply to customers who purchase Genesys Cloud Services directly from Genesys.

Additional provisions for direct customers

Additional country-specific provisions located below will apply to Customer when accessing the Cloud Services from the referenced countries. To the extent of any inconsistency between this Agreement and the country-specific terms below, the country-specific terms will prevail to the extent of that inconsistency. If Customer uses and/or accesses Genesys Pointillist Services and/or Genesys Analytics Add-on (A3S), the terms and conditions located in the below Pointillist Addendum and the Analytics Add-on (A3S) Addendum, respectively, will apply.

    Indirect customers

    The following terms and conditions are applicable to Genesys partners for use when reselling Genesys Cloud Services.

    Note:  If you signed a Services Order with Genesys prior to the latest version of the Genesys Cloud Services terms and conditions posted here and need a copy of the then-current version of the agreement, contact your Genesys Sales representative.
    Modified date
    (YYYY-MM-DD)    		 Revision
    2024-09-27

    Added Genesys Cloud Services Agreement for Indirect Customers for Brazil.
    2024-09-16

    Added Genesys Cloud Services Agreement for Direct Customers for Brazil.
    2024-09-09

    Updated and aligned Japan cloud agreement to present form of the English Genesys Cloud Services Agreement (GCSA), and added a data protection addendum as standard to the Japanese GCSA.

    Updated and aligned Japan Genesys Cloud EUA to present form of the English Genesys Cloud EUA.
    2024-01-24

    Updated Genesys Cloud Services EUA with Regional Clauses and Genesys Cloud Services EUA Addendum for Pointillist to align with previous updates. Updated the Genesys Cloud Services Agreement to correct formatting issues. Updated A3S Addendum and Pointillist Addendum to remove CX from the agreements.
    2024-01-10

    Updated the following articles and section:

    • Genesys Cloud Services Agreement
    • Genesys Cloud Country Specific Terms (Australia)
    • Genesys Cloud Country Specific Terms (New Zealand)
    • Genesys Pointillist Addendum
    • Additional provisions for direct customers
    2023-12-20

    Corrected typo in Section 9.1.
    2023-11-08

    Under Additional provisions for direct customers, updated terms for Australia to address changes in the UTC regime.

    Under Indirect customers, updated Australia Country Specific Terms of the Genesys Cloud End User Agreement to address changes in the UCT regime.
    2023-10-25

    Under Additional provisions for direct customers, updated provisions for Australia, Section 11. The corrected version now refers to Section 11.4 instead of Section 10.4.

    Under Indirect customers, updated the Genesys Cloud End User Agreement to align with the new Genesys Cloud Services Agreement from October 11, 2023.
    2023-10-18

    Under Direct customers, updated Genesys Cloud Services agreement Sections 8.2, 10.4.1, and 12.1 to correct typos.

    Under Additional provisions for direct customers, updated provisions for Australia, New Zealand, Pointillist, and Analytics Add-on (A3S) to align with changes to the Genesys Cloud Services Agreement. 
    2023-10-11

    Under Direct customers, updated the Genesys Cloud Services Agreement to address some provisions for direct customers in EMEA and in the European Union and the United Kingdom, and made additional changes to the agreement. 

    Under Additional provisions for direct customers, removed the tabs and specific provisions for EMEA and the European Union and the United Kingdom.
    2023-09-27

    Updated the Australia-specific terms, Section 3, to align with the new security policy.
    2023-09-13

    Update to the Analytics Add-on (A3S) agreement, Sections 2.2A and 2.2B, and Appendix B1.
    2023-08-16

    Update to Genesys Cloud Services Agreement, Section 2.3, to include reference to “A3S” services. 

    Addition of the Analytics Add-on (A3S) agreement.
    2023-06-14

    Addition of Genesys Cloud Terms translated for Japan. EUA (Japan) updated to align with standard EUA. Addition of Genesys Cloud End User Agreement Addendum for Pointillist.
    2023-05-17

    Updates to Sections 2.1, 5.1, 5.2.1, and 7.2. Updates to the URL in Section 11.7. Clarified the note that explains how to get a copy of the Terms and Conditions.
    2023-04-06

    Corrected the URL in Section 3.2. Updated the End User Agreement for Japan.
    2023-04-03

    Corrected a broken link to the Pointillist Services.
    2023-03-07

    Updated the Pointillist Addendum for direct customers to remove the Exhibit 1 SLA.
    2022-12-12

    Updated Genesys Cloud End User Agreement indirect terms to align with new Genesys Cloud direct terms.