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Reseller Terms for ICA Services

Version: Aug 03, 2024

These terms for Intelligent Customer Assistant (“ICA”) Services (these “Terms”) are supplemental terms to your (“Reseller’s”) underlying reseller or distributor agreement with 8x8 (your “Agreement”). If there is any conflict between these Terms and the terms of your Agreement, these Terms will control to the extent of the conflict.

An applicable Order sets forth the pricing, Reseller’s Committed Conversations, ICA Platform Fee, ICA Commitment Period, and ICA Commitment Term for ICA Services. Please note that voice and digital are separate functionalities within the ICA Services and each requires a separate implementation.

8x8 will provide standard support for ICA Services to Reseller via web chat and telephone during 8x8’s normal business hours.

All ICA Commitment Periods are annual, having a monthly commitment of Conversations over a 12-month period. Unused Conversations from one ICA Commitment Period are not carried over to the next ICA Commitment Period. Overage Conversations will be billed in arrears.

Orders for ICA Services will renew on an annual basis, and are not coterminous with other ordered SaaS services. Subject to the foregoing, unless otherwise stated in an applicable Order, ICA Services will expire or renew at the end of each ICA Commitment Term in accordance with the Agreement’s underlying renewal and expiration terms.

Unless otherwise stated in an applicable Order, standard pricing for ICA Services voice functionality will include essential components consisting only of: ICA Services voice connectivity and voice gateway; Speech to Text (STT); and Text to Speech (TTS) capabilities. Additional charges apply for any add-on functionality for ICA Services voice and/or digital, including but not limited to generative AI (e.g., Chat GPT/LLMs) or any language translation services, among other examples. Refer to an Order for applicable pricing pertaining to usage for each individual ICA Services functionality.

When used in these Terms, the following capitalized terms have the following meanings:

  • “Channel” – means a single endpoint for interacting with a virtual agent in the ICA Services. Each ICA Services functionality (e.g., voice or digital) may have one or more endpoints that are each considered a separate Channel for purposes of counting Conversations. For example, if you have 2 digital endpoints, that is considered 2 separate Channels. If you add on a single voice endpoint to that example, it would be considered 3 separate Channels.
  • “Committed Conversations” – the total number of Conversations which are included in the purchased license per ICA Commitment Period.
  • “Conversation” – For each of ICA Services digital and voice functionalities, means a Session with 1 ICA User on 1 Channel during a 24-hour period with a maximum of 50 ICA User Inputs per Conversation. Additionally for ICA voice functionality, parameters applicable for Conversation tracking are counted on a call-by-call basis (i.e., call initiation to termination). For a Conversation involving speech-enabled interactive voice response (e.g., speech-enabled directory services), a Conversation is counted as 5 or less total turns exchanged between a User and an ICA bot. A turn is counted as one User Input exchanged between a User and an ICA bot (e.g., a User sending a voice message to an ICA bot counts as one turn and a response provided to the User by the ICA bot counts as a second turn and so on).
  • “ICA Commitment Period” – the period for which Conversations have been pre-purchased and invoiced and the period during which said Conversations can be used (i.e., an annual period having a monthly commitment of Conversations).
  • “ICA Commitment Term” – the total period for which Reseller commits to ICA Services as set out in an applicable Order. For clarity, an ICA Commitment Term may include one or more ICA Commitment Periods (e.g., a 3-year ICA Commitment Term may have 3 annual ICA Commitment Periods).
  • “ICA Platform Fee” – Monthly recurring charge for access to the ICA Services and maintenance and support services as set forth in an applicable Order.
  • “ICA Services” – the ICA Conversational AI platform product (digital and/or voice) powered by Cognigy.
  • “ICA User” – means a unique user or system, tracked by a user ID on the ICA Services.
  • “ICA User Input” – a message (text and/or (voice) data) received by ICA Services from an ICA User.
  • “Overage Conversations” – Conversations in excess of the Committed Conversations. (e.g., if 1,000 Committed Conversations are purchased for a given ICA Commitment Period, but 5,000 Conversations are processed in the given ICA Commitment Period, 4,000 Conversations would be Overage Conversations).
  • “Session” – a virtual agent session of an ICA User via a single Channel, tracked by a session ID on the ICA Services.

If you agreed to the ICA Terms before August 03, 2024, these terms apply