Engagement Product Appendix
Engagement Product Appendices Archive can be found here.
1. INITIAL PROVISIONS
1.1 This Engagement Product Appendix forms an integral part of the Sales Order and shall be read in conjunction with such Sales Order and the governing Agreement.
2. DEFINITIONS
2.1 “Communication Services” means mailing, SMS, WhatsApp or other messaging services that may be provided by Bloomreach to Customer under the applicable Sales Order.
2.2 “Documentation” means any technical specification documentation, technical product descriptions, user guides and technical integration guides relating to the Bloomreach Services provided by Bloomreach to a Customer and/or published at https://documentation.bloomreach.com/.
2.3 “Event”, “Processed Events”, or “PE” means any user interaction with content processed, tracked or generated attached to the Account created via API, in connection with the Services, including but not limited to email or SMS notifications, page visits, transactions or data input.
2.4 “Maximum Event Storage” or “MES” means the maximum amount of data points (Events) attached to the Account that can be stored in the Bloomreach platform at any given time.
2.5 “Monthly Unique Visitors” or “MUV” means the number of unique individuals that access the site(s) or applications(s). MUV is measured as the aggregate number of unique IDs in tracked events across web & app traffic per project, excluding campaign/ system events.
2.6 “On-demand Services” means additional services other than the Subscription Services or Communication Services, such as setup consulting, business planning, training, other consulting, Bloomreach Academy, implementation, maintenance, or testing, provided by Bloomreach to Customer along with the Subscription Services under the applicable Sales Order.
2.7 “Profile” means an end user data record.
2.8 “Services” means Subscription Services, On-demand Services, Communication Services and any other services provided by Bloomreach to Customer under the applicable Sales Order.
2.9 “Subscription Services” means software as a service as specified in the respective Sales Order.
2.10 “Usage Allowances” means any limitations that Bloomreach Services are or may be subject to, including, but not limited to, MPE, MES, the maximum Event capacity, limit of data queries, the number of users, campaign actions contacts, emails/SMS, IP addresses, scenarios, imports or any other limitations pursuant to the respective Sales Order or Documentation. If the Sales Order does not stipulate the maximum Event capacity, Monthly Processed Events, Maximum Event Storage, a limitation of one hundred million Events shall apply.
3. ENGAGEMENT SUBSCRIPTION SERVICES AND COMMUNICATION SERVICES
3.1 Authorization. Customer may only utilize Communication Services in accordance with the terms of the applicable Sales Order, including sending communications only to countries identified therein. Any additional or unauthorized use of Communication Services is subject to additional fees and is done at the sole liability of Customer. Bloomreach shall not be liable and takes no responsibility for such use.
3.2 Full provisioning of web based Engagement Bloomreach Services (i.e., Web Personalization & App Personalization) requires Customer to keep the Bloomreach pixel updated and operational at all times. If Bloomreach notifies Customer in writing of an issue with the pixel and Customer does not resolve the issue within 30 days, Bloomreach may suspend the Bloomreach Services and/or charge Customer overage fees as set forth in the applicable Sales Order until the pixel is restored to proper working condition.
3.3 API – Third Party Services. As part of the Services provided, Bloomreach may also provide certain services aimed at connecting Customer to the services of other providers (such as email, WhatsApp, SMS or other messaging service provided by providers of messaging platforms). Customer shall be solely responsible for the content of email, SMS, WhatsApp and other messages. In such cases and unless explicitly specified otherwise in the Sales Order, Bloomreach only provides API services for connecting these third-party services to the Services provided by Bloomreach and under the terms of use for the third party integrations available at https://www.bloomreach.com/en/legal/bloomreach-engagement-integration-terms.
3.4 Without prejudice to any other terms of the Agreement, by integrating a different product or service, including any third party service with Bloomreach Services, Customer authorizes Bloomreach to export Customer’s data including any Personal Data from Bloomreach to the respective product or service, and provide users of Customer with access to the respective product or service.
3.5 Subcontractors. If Bloomreach provides mailing, SMS, WhatsApp, and/or Hosting services to Customer under an applicable Sales Order, Customer acknowledges that Bloomreach uses a third-party provider for said services, whose details are available in the following list: https://www.bloomreach.com/en/legal/subprocessors. Some of these services may be subject to additional third party terms, for instance:
(a) WhatsApp. If Bloomreach provides WhatsApp services to Customer or if Customer integrates Subscription Services with WhatsApp messaging platform during theTerm, Customer hereby agrees to accept and comply with the following terms and conditions relating to the use of WhatsApp services: (i) WhatsApp Business Solution Terms https://www.whatsapp.com/ legal/business-solution-terms); and (ii) WhatsApp Business Terms of Service https://www.whatsapp.com/legal/business-terms/; (together the “WhatsApp Terms”).
(b) Hosting. Customer acknowledges that Bloomreach uses Google Cloud for the hosting of Bloomreach Engagement. Customer agrees to be bound by the terms of Google Cloud available at https://cloud.google.com/terms/service-terms.
(c) Bloomreach BigQuery. By using Bloomreach BigQuery, Customer instructs Bloomreach to repeatedly export Customer’s data including Personal Data from Bloomreach’s storage to Bloomreach BigQuery (import) and provide users of Customer with access to Bloomreach BigQuery. Customer hereby acknowledges and agrees that (i) Bloomreach uses Google LLC’s Affiliate established in the EU (“Google”) as a sub-processor for the purpose of the provision of Bloomreach BigQuery services; (ii) Google provides its services on the basis of the terms available at https://cloud.google.com/product-terms/ (“Terms”), and (iii) Customer has read and agreed to the Terms. Customer agrees that the Bloomreach’s representative specified in the Agreement (or other Bloomreach’s representative as may be notified by Bloomreach in advance) is eligible to provide new users of Customer with view-only access to Bloomreach BigQuery. The Agreement shall specify the contact person from Customer’s side that shall handle all communication with regards to Bloomreach BigQuery.
4. USAGE ALLOWANCES
4.1 Exceeded Usage Allowance. Exceeding of the Usage Allowances may result in limitation or unavailability of the Services or be subject to additional Fees. Any service level commitments provided in the SLA shall not apply if Customer exceeds the contracted Usage Allowances.
5. TCPA COMPLIANCE
5.1 Compliance with TCPA. Customer understands and agrees that Telephone Consumer Protection Act, 47 U.S.C. § 227 et seq. (“TCPA”), and other federal and state laws (collectively, the “Telephonic Communications Laws”) impose (a) restrictions on certain calls and text messages, and (b) requirements upon entities making certain calls and text messages. Customer and Bloomreach understand and agree that Customer shall be exclusively responsible for compliance with all applicable Telephone Communications Laws in connection with any calls, text messages or other telephonic communications made by or on behalf of Customer using the Services (collectively, “Customer-related Communications”). Customer and Bloomreach understand and agree that (a) Customer is and shall remain solely responsible throughout the Term of this Agreement for assessing and determining whether the process for securing consent from the end user complies with the Telephonic Communications Laws, and (b) Customer has not relied (and will not in the future rely) upon Bloomreach in any respect in making such Customer assessment and determination. Customer shall indemnify and hold Bloomreach harmless from any claim arising from or relating to the form, content, timing or recipient of any call or text made by or on behalf of Customer containing Customer-related Communications.
6. SUSPENSION, TERMINATION AND RETURN OF DATA
6.1 Suspension and termination for non-payment or exceeding Usage Allowances. If any amount owed by Customer under the Sales Order is overdue, without prejudice to any termination rights of Bloomreach arising from the Sales Order, or if Customer exceeds the contracted Usage Allowances, Bloomreach may suspend BloomreachServices to Customer until the owed amounts are paid in full or until Customer conforms to the contracted Usage Allowances, as applicable. The suspension may take several forms: (i) soft-lock or (ii) hard-lock of Customer’s Account. When the Account is soft-locked, Customer does not have access to the Account, however, the data will be processed. When the Account is hard-locked, Customer does not have access to the Account, and the data will not be processed.
6.2 Return of data. Upon the request of Customer that is made (i) any time during the Term, or (ii) within thirty (30) days after the effective date of termination or the expiration of the Sales Order, Bloomreach will make such Customer Data available to Customer in a file for download in (.json) format together with any attachments in their native format. After such thirty (30) day period, Bloomreach shall have no obligation to maintain or provide any such Customer Data and may thereafter, unless legally prohibited from doing so, delete all such Customer Data in Bloomreach’s systems, under Bloomreach’s control or otherwise in Bloomreach’s possession. Upon instruction of Customer, Bloomreach shall, within commercially reasonable time, unless and to the extent legally prohibited from doing so, (i) delete all Customer Data in Bloomreach’s system, which were requested by Customer, in accordance with applicable law within commercially reasonable time; and (ii) instruct all subcontractors listed at https://www.bloomreach.com/en/legal/subprocessors, if applicable in the case of the respective Customer to delete Customer Data from the subcontractor’s system. For the avoidance of doubt, Customer acknowledges that this section shall not apply to the following: (a) data in audit logs; (b) aggregated data and (c) data stored for the statistical purposes.
7. SPECIAL TERMS FOR ON-DEMAND SERVICES
7.1 Provision of On-Demand Services. Bloomreach may utilize the services of independent consultants and third party contractors (the “Consultants”) from time to time to perform or assist Bloomreach in performing the On-demand Services.
7.2 Acceptance and Takeover. If no Acceptance Criteria are set forth in an applicable SOW between the parties, the respective On-demand Services are deemed to be accepted by Customer immediately following their delivery by Bloomreach. If an Acceptance Criteria is defined in an applicable SOW between the parties, the acceptance procedure shall be as follows: (a) within five (5) business days after delivery by Bloomreach, Customer shall identify in writing each failure to satisfy the Acceptance Criteria; (b) Bloomreach shall use its best efforts to correct the On-demand Services and to deliver the On-demand Services to Customer for re-testing and acceptance; and (c) the acceptance period shall be halted while Bloomreach is working on the corrections to the On-demand Services as part of the acceptance procedure. For the avoidance of doubt if at any time Customer commences with the live operation of the whole or any part of the respective On-demand Services, Customer shall be deemed to have accepted such On-demand Services.
