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 and/or region-specific provisions located below will apply to Customer when accessing the Cloud Services from the referenced countries or regions. If Customer purchases Pointillist Services, the Pointillist Addendum located below applies.

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.

Revision history

Date Revision
September 27, 2023

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

September 13, 2023

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

August 16, 2023

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

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

June 14, 2023

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.

 May 17, 2023 

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.

April 6, 2023 Corrected the URL in Section 3.2. Updated the End User Agreement for Japan.
April 3, 2023 Corrected a broken link to the Pointillist Services.
March 7, 2023 Updated the Pointillist Addendum for direct customers to remove the Exhibit 1 SLA.
December 12, 2022 Updated Genesys Cloud End User Agreement indirect terms to align with new Genesys Cloud direct terms.