Terms of Service

1. Acceptance

By installing or using the net2phone CTI app (the "App") you agree to these terms on behalf of the organisation whose Freshdesk or Freshservice account you install it in. If you do not agree, do not install the App.

2. What you need

The App is useless on its own. You need:

• an active Freshdesk or Freshservice account, and permission in it to install apps;
• an administrator's API key for that account, entered during installation;
• a net2phone account on uContact: the host name of its uContact instance and an API token for it, and a uContact administrator to register the App's webhook URL once;
• a browser that lets the phone use the microphone;
• an active subscription to the App.

Obtaining and keeping those in good standing is your responsibility, as is complying with Freshworks' and net2phone's own terms.

3. Licence

We grant you a non-exclusive, non-transferable licence to use the App and the hosted service behind it for your internal operations, for as long as your subscription is active. You may not resell it, reverse engineer it, or use it to build a competing service.

4. Price and billing

The App is paid. It is licensed per agent, per month, at the price stated on the Freshworks Marketplace listing.

Billing is handled by Freshworks through the Freshworks Marketplace, not by us. You are charged through your Freshworks account, and Freshworks' own billing terms, not these, govern payment methods, invoicing, taxes, proration, failed payments and refunds. We never see or handle your payment details.

We may change the price. Any change is published on the Marketplace listing before it takes effect and applies to you from your next billing period after that.

The App's price does not include your net2phone or uContact service, its numbers or its call charges, which you contract and pay for separately with net2phone, nor what you pay Freshworks for Freshdesk or Freshservice itself.

5. Your data

Your tickets, your calls and your contacts are yours. We process them only to run the App for you, as described in the Privacy Policy, which is part of these terms. You are the controller of the personal data of your callers and agents, and are responsible for the legal basis of processing it.

6. What the App writes

The App writes calls to your helpdesk as private notes on tickets, and creates tickets for calls according to the ticketing rules your administrator sets. You are responsible for those rules and for the agent mapping you configure.

7. The telephony service

The App does not carry calls. The phone agents use is uContact's own page, shown inside the App, and calls go between the agent's browser and uContact. The telephony service, its availability, its call quality and its charges are provided by net2phone under your contract with them, and are not covered by these terms.

8. Availability

We aim for the hosted service to be available continuously. We do not promise any specific uptime under these terms. When your helpdesk refuses or delays a write, the App waits and retries, and lists what fails for good so an administrator can retry or dismiss it.

9. Support

E-mail info@redlotus.com.br or use our contact form. We answer on business days.

10. No warranty

The App is provided as is. To the extent the law allows, we disclaim all warranties, express or implied, including fitness for a particular purpose. A call note is a record of what the phone system and the agent reported about a call.

11. Limitation of liability

To the extent the law allows, our total liability for any claim arising from the App in any twelve-month period is limited to the fees you paid Freshworks for the App in that period. We are not liable for indirect, consequential or lost-profit damages, or for calls, charges or outages of the telephony service.

12. Termination

You can stop at any time by uninstalling the App or cancelling the subscription in Freshworks; access ends at the end of the paid period. We may suspend or terminate the service for non-payment reported by Freshworks, for abuse, or with 30 days' notice if we discontinue the App. On termination we delete your account's data as the Privacy Policy describes, and sooner on request.

13. Governing law

These terms are governed by the laws of Brazil. Disputes go to the courts of the city of São Paulo, unless mandatory consumer law in your country provides otherwise.

14. Changes

We may update these terms. Material changes are published on the Marketplace listing and on this page at least 30 days before they take effect. Continued use after that date is acceptance.

15. Contact

Red Lotus Tecnologia, info@redlotus.com.br, https://redlotus.com.br.