📜 Terms of Service

Welcome to EsdisisPrime. These Terms of Service ("Terms") govern your access to and use of our call center management platform, website, and related services (collectively, the "Services").

By accessing or using our Services, you agree to be bound by these Terms. If you do not agree, please do not use our Services.

1. Service Description

EsdisisPrime is a cloud-based SaaS (Software as a Service) platform that provides:

• Call Center Management: Inbound/outbound call handling, call routing, IVR systems, call recording, and real-time monitoring
• Customer Communication: Multi-channel support including voice, SMS, email, and WhatsApp Business integration
• Social Media Management: Facebook and Instagram integration for content scheduling, publishing, and analytics
• Analytics & Reporting: Performance dashboards, agent metrics, customer insights, and call analytics
• CRM Integration: Customer relationship management tools and contact database

2. Account Registration and Eligibility

2.1 Eligibility

You must meet the following requirements to use our Services:

• Be at least 18 years old or the age of majority in your jurisdiction
• Have the legal capacity to enter into binding contracts
• Not be prohibited from using our Services under applicable laws
• Represent a legitimate business entity (for business accounts)

2.2 Account Registration

When creating an account, you agree to:

• Provide accurate, current, and complete information
• Maintain and promptly update your account information
• Keep your password secure and confidential
• Notify us immediately of any unauthorized account access
• Accept full responsibility for all activities under your account

2.3 Business Verification

We may require verification of your business identity, including:

• Business registration documents
• Tax identification numbers
• Proof of address
• Authorized representative identification

3. User Responsibilities and Acceptable Use

3.1 Your Responsibilities

You are responsible for:

• Compliance: Ensuring your use complies with all applicable laws, including telecommunications, data protection, and consumer protection regulations
• Content: All content you upload, transmit, or store through our Services
• Call Recording Consent: Obtaining proper consent before recording calls in jurisdictions where required
• Data Accuracy: Maintaining accurate customer contact information and respecting do-not-call lists
• Security: Implementing appropriate security measures for your account and data

3.2 Prohibited Activities

4. Subscription and Payment Terms

4.1 Pricing and Plans

• Subscription fees are based on the plan you select (monthly or annual billing)
• Prices are displayed on our website and may vary by features, user count, and usage volume
• We reserve the right to change pricing with 30 days' advance notice
• Additional charges may apply for exceeding plan limits (e.g., call minutes, SMS messages)

4.2 Payment

• Payment is due in advance for subscription periods
• We accept major credit cards, debit cards, and wire transfers
• You authorize us to charge your payment method automatically for recurring subscriptions
• All fees are non-refundable except as required by law or specified in these Terms

4.3 Billing and Invoices

• Invoices are sent via email at the start of each billing cycle
• Late payments may result in service suspension after 7 days
• A late fee of 1.5% per month may be applied to overdue amounts
• You're responsible for all taxes, excluding taxes based on our net income

4.4 Free Trials

• Free trials may be offered at our discretion
• Trial limitations are specified at signup
• After the trial, you'll be charged unless you cancel before the trial ends
• One free trial per customer

5. Service Availability and Support

5.1 Service Uptime

We strive to maintain 99.9% uptime but do not guarantee uninterrupted service. Planned maintenance will be announced in advance when possible.

5.2 Service Interruptions

We are not liable for service interruptions caused by:

• Scheduled maintenance or updates
• Third-party service failures (internet providers, cloud infrastructure)
• Force majeure events (natural disasters, wars, pandemics)
• Security incidents or attacks (DDoS, hacking attempts)
• Your failure to meet technical requirements

5.3 Customer Support

• Email Support: Available 24/7 with response within 24 business hours
• Phone Support: Available during business hours (9 AM - 6 PM, Monday-Friday)
• Live Chat: Available for premium plans during business hours
• Knowledge Base: Self-service documentation available 24/7

6. Data and Privacy

6.1 Your Data

• You retain ownership of all customer data, call recordings, and content you upload
• We process your data solely to provide Services as described in our Privacy Policy
• You grant us a limited license to host, store, and process your data

6.2 Data Protection

• We implement industry-standard security measures
• Data is encrypted at rest and in transit
• Regular backups are performed (retained for 90 days)
• We comply with GDPR, CCPA, and other applicable data protection laws

6.3 Data Export and Portability

• You can export your data at any time through our platform
• Upon account cancellation, data is available for 30 days
• After 30 days, data is permanently deleted (except as legally required)

7. Third-Party Integrations

7.1 Meta Platforms (Facebook/Instagram/WhatsApp)

• Integration requires your authorization through Meta's OAuth flow
• You must comply with Meta's Platform Terms and Business Tools Terms
• We access only the data you explicitly authorize
• You can revoke access at any time

7.2 Other Integrations

When using third-party integrations (CRM systems, email services, SMS providers), you agree that:

• Third-party services are subject to their own terms and policies
• We are not responsible for third-party service failures or data breaches
• Integration availability may change without notice

8. Intellectual Property

8.1 Our Rights

All rights, title, and interest in the Services, including:

• Software, code, and algorithms
• User interface and design
• Trademarks, logos, and branding
• Documentation and training materials

...remain the exclusive property of EsdisisPrime and our licensors.

8.2 License Grant

We grant you a limited, non-exclusive, non-transferable, revocable license to access and use our Services for your internal business purposes, subject to these Terms.

8.3 Restrictions

You may NOT:

• Copy, modify, or create derivative works of our Services
• Reverse engineer, decompile, or disassemble our software
• Remove or alter any proprietary notices
• Use our trademarks without written permission

9. Termination

9.1 Termination by You

• You may cancel your subscription at any time from account settings
• Cancellation takes effect at the end of the current billing period
• No refunds for partial subscription periods
• Your data remains accessible for 30 days after cancellation

9.2 Termination by Us

We may suspend or terminate your account immediately if:

• You violate these Terms
• Your payment fails or account is past due
• Your use poses a security risk or legal liability
• Required by law or legal authority

9.3 Effect of Termination

Upon termination:

• Your access to Services is immediately revoked
• All outstanding fees become immediately due
• Data is retained for 30 days, then permanently deleted
• Provisions that should survive (payment obligations, liability limitations) remain in effect

10. Warranties and Disclaimers

10.1 Service "As-Is"

10.2 Your Warranties

You represent and warrant that:

• You have the authority to enter into these Terms
• Your use complies with all applicable laws
• Your content does not violate third-party rights
• You have obtained necessary consents for call recording and data processing

11. Limitation of Liability

12. Indemnification

You agree to indemnify, defend, and hold harmless EsdisisPrime, our affiliates, and our respective officers, directors, employees, and agents from any claims, losses, damages, liabilities, and expenses (including legal fees) arising from:

• Your use of our Services
• Your violation of these Terms
• Your violation of any laws or third-party rights
• Your content or customer data
• Unauthorized access to your account

13. Dispute Resolution

13.1 Governing Law

These Terms are governed by the laws of [Your Jurisdiction], without regard to conflict of law principles.

13.2 Dispute Resolution Process

1. Informal Resolution: Contact us first to resolve disputes informally
2. Mediation: If informal resolution fails, parties agree to attempt mediation
3. Arbitration/Court: Unresolved disputes shall be settled through binding arbitration or courts in [Your Jurisdiction]

13.3 Class Action Waiver

You agree to resolve disputes individually, not as part of a class action or representative proceeding.

14. General Provisions

14.1 Updates to Terms

• We may update these Terms at any time
• Changes are effective upon posting, with notice for material changes
• Continued use after changes constitutes acceptance

14.2 Assignment

You may not assign or transfer these Terms without our written consent. We may assign our rights and obligations without restriction.

14.3 Severability

If any provision is found unenforceable, the remaining provisions remain in full effect.

14.4 Waiver

Our failure to enforce any right or provision does not constitute a waiver of such right.

14.5 Entire Agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and EsdisisPrime.

14.6 Force Majeure

We are not liable for delays or failures caused by events beyond our reasonable control (natural disasters, wars, pandemics, government actions, etc.).

15. Contact Information

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