Call Recording Services

These terms for the IntelePeer Call Recording Services are expressly incorporated into the IntelePeer Master Services Agreement entered into by IntelePeer and Customer (the “Agreement”).

1. Service Description

1.1 IntelePeer offers cloud recording solutions for Customer to enable recording, transcription, and storage of calls made on the Communications Automation Platform pursuant to the terms of the Agreement (“Call Recording Services”). Customer may record any call on the CAP platform using the Call Recording action in a SmartFlow. The volume of recordings, transcriptions, or storage available to Customer when utilizing Call Recording Services will be set forth in the Order Form.

1.2 Every call recording or transcription initiated via the Automation Services actions will be automatically stored in secure third-party cloud storage location with authenticated access via Secure File Transfer Protocol, partitioned solely for the Customer’s files only.

1.3 Customer can view a list of its call recording files, from which Customer may listen to the files, download them in a WAV format or delete the files. Call Recording Services include an option to label the recordings via the TAG field to organize audio files for better file management.

1.4 The CAP platform consist of a variety of functionalities Customer may utilize to configure its Automation Services to adhere to federal and state requirements mandating notification and consent of call participants, as well as restricting how Customer may use, disclose and secure any call recordings or transcriptions. Compliance with such requirements may vary by jurisdiction, use case, industry, or the Customer’s relationship to the call participants being recorded, and should be decided in consultation with legal counsel.

1.5 Customer may employ (i) other CPaaS components with Call Recording Services for additional functionality, such as Natural Language Processing for tone and sentiment analysis and transcriptions, or Insights for analytics; or (ii) our Managed Solutions offerings for other functionality, such as CRM integration.

2. Rates. IntelePeer will make available to Customer the Call Recording Services based on the Rates outlined in the Customer’s Order Form.

3. Customer Obligations/Responsibilities

3.1 Applicable Law and Industry Standards. Customer agrees to be solely responsible for compliance with any applicable laws or industry standards governing how Customer uses, discloses and secures its call recordings and transcriptions within the IntelePeer platform. Customer agrees to consult with its legal counsel regarding compliance with all applicable laws in connection with its use of the Call Recording Services, especially in the context of any relevant legal requirements for particular business sectors. INTELEPEER EXPRESSLY DISCLAIMS ANY RESPONSIBILITY FOR INFORMING CUSTOMER OF THE COMPLIANCE REQUIREMENTS OF APPLICABLE LAWS AND STANDARDS.

3.2 Security. Customer agrees to be solely responsible for any content in the call recordings, including ensuring that its call recordings are secured appropriately based on the level of sensitivity of the information in those recordings along with any applicable law. Customer will also sufficiently inform its users how Customer plans to use, share and store any call recordings (or any information derived from them).

3.3 Consent. To support Customer’s obligation to comply with applicable laws, Customer may configure the Automation Services to seek and collect any requisite consents using various mechanisms. For that reason, Customer will be solely responsible for configuring its Services to: (a) generate notification to clearly inform call participants that (i) the call may be recorded and transcribed; (ii) any intended purposes for such actions; and (iii) a third party provider may record and store such recordings and transcriptions; (b) obtain and maintain adequate records documenting any consents; (c) refrain from recording participant who does not provide such consent; and (d) secure the call recordings and transcriptions appropriately based on the level of sensitivity of the information in the calls. Customer agrees to maintain all necessary rights, consents, and authorizations throughout the term of this Agreement, and under no circumstances will Customer fail to respect a call participant’s choice to not be recorded.

3.4 Deletion. Recording and transcription files are saved in the cloud storage that Customer designates in its configuration of the corresponding Automation Services, until the sooner of retention period set forth in Section 1.4 of the Automation Services Attachment expiring or the Customer deleting them. Customer should not keep call recordings and transcriptions Customer no longer needs.