Acceptable Use Policy 2021.8.2

  1. Introduction
    1. This acceptable use policy (the “Policy”) sets out the rules governing:
      (a) the use of the website at https://www.qcontact.com, any successor website, and the services available on that website or any successor website (the “Services”); and
      (b) the transmission, storage and processing of content by you, or by any person on your behalf, using the Services (“Content”).
    2. References in this Policy to “you” are to any customer for the Services and any individual user of the Services (and “your” should be construed accordingly); and references in this Policy to “us” are to QContact Limited (and “we” and “our” should be construed accordingly).
    3. By using the Services, you agree to the rules set out in this Policy.
  2. General usage rules
    1. You must not use the Services in any way that causes, or may cause, damage to the Services or impairment of the availability or accessibility of the Services.
    2. You must not use the Services:
      (a) in any way that is unlawful, illegal, fraudulent, deceptive or harmful; or
      (b) in connection with any unlawful, illegal, fraudulent, deceptive or harmful purpose or activity.
    3. You must ensure that all Content complies with the provisions of this Policy.
    4. Some services come with a fair-usage policy which is outlined below.
  3. Unlawful Content
    1. Content must not be illegal or unlawful, must not infringe any person’s legal rights, and must not be capable of giving rise to legal action against any person (in each case in any jurisdiction and under any applicable law).
    2. You must ensure that Content is not and has never been the subject of any threatened or actual legal proceedings or other similar complaint.
  4. Monitoring
    1. You acknowledge that we do not actively monitor the Content or the use of the Services.
  5. Harmful software
    1. The Content must not contain or consist of, and you must not promote, distribute or execute by means of the Services, any viruses, worms, spyware, adware or other harmful or malicious software, programs, routines, applications or technologies.
    2. The Content must not contain or consist of, and you must not promote, distribute or execute by means of the Services, any software, programs, routines, applications or technologies that will or may have a material negative effect upon the performance of a computer or introduce material security risks to a computer.

Fair Usage Policy 2021.8.2

Definitions

  • Data – information stored on the system – such as contact details, conversation history, opportunities, and cases.
  • Media – attachments to data – such as e-mail attachments and uploaded files.
  • Call Recordings – recordings of telephone calls made through the system
  • Video Recordings – recordings of video calls made through the system
  • Recordings – Call Recordings and Video Recordings
  • Storage – Data, Recordings, and Media
  1. QContact provides a platform for managing a company’s own CRM & Communication needs. The service is not intended for other uses, such as but not limited to, using the platform as a file hosting service, video sharing platform or CPaaS platform.
  2. Our intent is for our user license pricing to cover all features and usage. Provided your usage is typical then there will be no additional fees outside of your telecom usage. However, we are required to implement fair usage policies to ensure that an unforeseen use case does not mean QContact is incurs significant unexpected costs.
  3. This document aims to set out what we deem normal use and sets out how we would handle usage outside of this pattern.

File Storage

  1. QContact provides free Storage to our customers subject to a fair use policy of 70GB per licensed user. This would be enough storage to retain 12 months of call recordings based on 7 hours per day, 5 days per week for 52 weeks of the year, as well as 15GB of other content and uploads.
  2. Data is not metered, and therefore does not count towards your Storage usage.
  3. You may setup retention policies to automatically delete your Recordings after a certain period. You may also automatically upload your Recordings to a Cloud Storage provider of your choice. At present we support Amazon AWS, Google Cloud, Azure, SharePoint, SFTP and Sharefile. There is no charge for this service provided it is activated before the recording is made.
  4. QContact stores your Recordings by default in instant access Hot Storage. This provides you instant access 24 hours per day. You can optionally set automatic lifecycle policies to move your Recordings to Cold Storage. Any data moved to Cold Storage counts as 10% of the data stored towards your total usage. For example, if you had 1000GB in Hot Storage, and 5000GB in Cold Storage, your total usage as far as our fair use policy quota would be just 1500GB.

    There is no charge for moving your Recordings to cold storage as part of a lifecycle policy, however there is a minimum storage duration of six months.
  5. Storage usage in excess of our fair use policy is billed as below. For example, if you have 100 licensed users, you may use up to 7000GB of Storage free-of-charge. This would provide for up to 140 million minutes of recordings in Cold Storage.
 AUDEURGBPUSDZAR
Per GB6c4c3p4c60c
Priced per GB per month

  1. There is no charge for retrieving Call Recordings subject to fair use of up to 500,000 recordings retrieved per month held in Hot Storage and up to 10,000 recordings retrieved per month held in Cold Storage. QContact reserves the right to charge an overage fee per additional retrieval in excess of these limits.

    Call Recordings held in Cold Storage can take up to 15 hours to retrieve. Call Recordings held in Hot Storage are instantly available on demand.
Storage TypeAUDEURGBPUSDZAR
Hot Retrieval over 500,000 calls per month0.1c0.1c0.1p0.1c1c
Cold Retrieval over 10,000 calls per month0.1c0.1c0.1p0.1c2c
Priced per recording retrieved for playback

Network / API Usage

  1. There is no charge for API access. We reserve the right to limit the number of concurrent requests being made, or the number of requests being made per second, in line with your licensed user count.
  2. There is no charge for data transfer – regardless of whether accessing Data, Call Recordings, Video Recordings or Media Storage.

E-mail

  1. QContact provides an email service designed for one-to-one communication. We do not charge for e-mail but do limit use to 1,000 e-mails per day per user to ensure the service is not being used for bulk or unsolicited marketing.
  2. We do provide a special bulk sender system for the sending of mass updates to customers, however it is important to note this is for e-mailing customers you have consent to contact via e-mail. This service comes with a limit of 1,000 messages per day. This may be increased on request.
  3. If you are sending e-mails through your Office 365 subscription, the above limits do not apply, and instead Office 365 limits apply (https://docs.microsoft.com/en-us/office365/servicedescriptions/exchange-online-service-description/exchange-online-limits#message-limits)
  4. Our e-mail service provider requires you maintain a bounce rate of under 10% and spam complaint rate of under 0.1%. For legitimate one-to-one messaging or consented mass mailing, these are very achievable benchmarks.

Facebook

  1. QContact imposes no rate limits or costs on using Facebook
  2. Facebook limit requests to their API on a per-page basis. At present this is 4800 requests per engaged user which is more than sufficient to reply to all incoming communication.

Twitter

  1. We provide free Twitter integration. If you are using your own Twitter API account there is no charge regardless of the number of Twitter handles you wish to use. If you are using our Twitter API account, the first handle is free-of-charge with additional handles charged as follows
 AUDEURGBPUSDZAR
Additional Handle$2012€£10$15R200
Priced per additional Twitter handle per month

WhatsApp

  1. We provide access to WhatsApp free-of-charge. With the service you can activate any number, whether purchased through QContact or an existing number, with the WhatsApp service. You can request additional numbers be activated for WhatsApp serviced, however these incur a small platform fee.
 AUDEURGBPUSDZAR
Additional WhatsApp Number$4025€£20$30R400
  1. We provide free WhatsApp messaging inside of the 24-window between when the customer last messaged you and when you reply. This is subject to a fair use policy of 5000 messages per licensed user per month. This is pooled across all users – so if you have 100 users, you would be able to handle 500,000 messages per month (incoming or outgoing) without incurring any platform fees. QContact reserves the right to levy an overage fee for usage above this amount.
 AUDEURGBPUSDZAR
Platform fee per message0.4c0.25c0.2p0.3c4c
Priced per message over the fair-use policy in either direction
  1. You may also use WhatsApp to send template messages outside of the 24-hour period. The pricing of these varies by country and is parsed on at cost. You will be billed the rates quoted in the USD pricing table, converted into your local currency on your invoice. Facebook’s pricing for this service is listed here – https://developers.facebook.com/docs/whatsapp/pricing#usd

Telephony (Voice & SMS)

  1. If you are using your own telephone carriers, we place no limits on your usage of their service.
  2. If you have opted for our all-inclusive telephony package, you will receive up to 3000 minutes to local landlines and mobile phones, per user, per month in your package.
  3. If you are using our telephone service, all telephony usage must be prepaid.
  4. We provide advanced natural sounding neural network text-to-speech services free-of-charge subject to a fair use policy of 1 million characters per month. Text-to-speech is used on automated IVR / telephone Self Service. If you use the same phrase on multiple calls, this only counts once per month as the response is cached. QContact reserves the right to levy an overage fee for usage above this amount.
 AUDEURGBPUSDZAR
Per million characters$3018€£15$21R300

End of Contract

  1. At the end of your contract, unless asked otherwise, we will retain all Storage for a period of 30 days during which time you can request a bulk export of your Storage. You must request this within 25 days of termination and is subject to the same fair-use policy / additional charges as usage inside your contract term.