Last update on September 19, 2023
Welcome to Klaus – we are happy to have you on board!
These terms of service (Terms, as defined below) govern the use of Klaus’s (as defined below) services (Service, as defined below). Please read the Terms carefully as by using our Services you (you or Client, as defined below) acknowledge that you have read, understood and agreed to be legally bound by these.
The Terms form a legally binding contract between:
The Terms explain how the Client is permitted to use Klaus’s customer support quality improvement system accessible via the Website as well as via Mobile Application and all platforms, software, services or content associated with it (Service). A more detailed description of the Service can be found below under the section ‘Nature of Service’.
The expressions indicated hereunder shall have the following meaning in the Terms and in relation to it, the words used in the Terms in the singular shall also mean the plural and vice versa, and the words in the masculine gender shall also mean the feminine gender and vice versa.
1.1. Access Data – information needed to access the Client’s user account as made available by Klaus;
1.2. Affiliate – an affiliate of any specified person shall mean any other person directly or indirectly controlling or controlled by or under direct or indirect common control with such specified person;
1.3. Client – a natural or legal person who has accepted the Terms;
1.4. Client Data – any and all information (incl. Personal Data) uploaded to the Service from any other platform (for example Zendesk, Intercom, etc.) or created in the Service or otherwise made available to Klaus by the Client (incl. its employees, legal or authorized representatives) regardless of the format of such information;
1.5. Data Protection Incident – is the breach of security leading to the accidental or unlawful destruction, loss, alteration, unauthorized disclosure of, or access to the Personal Data transmitted, stored or otherwise processed by Klaus.
1.6. Data Protection Laws – are the following legal acts: (i) General Data Protection Regulation EU 2016/679 (hereinafter GDPR) (ii) EU e-Privacy Directive 2002/58/EU; (iii) any legal acts replacing or changing the latter legal acts in the future, and other applicable laws, regulations, and codes of conduct regulating personal data processing (considering the changes to be made therein from time to time).
1.7. Licensor – any person from whom Klaus obtains the right to use any intellectual property in connection with the Service;
1.8. Mobile Application – a form of program running Klaus’s Services on a mobile device;
1.9. Party – Klaus or the Client;
1.10. Personal Data – any information which directly or indirectly, separately or in combination with other available information enables identification of a natural person, such as name, e-mail address, IP address, personal identification code, photo, description, phone number, etc. uploaded by the Client to the Service system or otherwise made available to Klaus by the Client;
1.11. Klaus – Estonian private limited company OÜ Qualitista (Estonian commercial registry code: 14308859, registered address: Vana-Lõuna 39/1,10134 Tallinn, Estonia);
1.12. Service – Klaus’s customer support quality improvement system accessible via the Website as well as via Mobile Application and all platforms, software, services or content associated with it;
1.13. Subsidiary – subsidiary of any person shall mean any corporation or other entity of which a majority of the voting power of the voting equity securities or equity interest is owned, directly or indirectly by such person;
1.14. Terms – all terms and conditions regulating the provision of Services stipulated in this document or incorporated by reference to this document;
1.15. Website – all substances in any form made available on/through Klaus’s website, under https://www.klausapp.com or any of its sub-domains.
2.1. The Terms apply regardless of the environment in which the Service is being used and the geographic location of such use and whether you register for the Service or the free trial of the Service. If you do not agree with the Terms or part thereof, please do not access or otherwise use the Service through Klaus’s Website, Mobile Application, or in any other way.
2.2. The Terms shall be effective between Klaus and the Client as of the moment when the Client signs up for the Service and obtains access to the Service.
2.3. Klaus reserves the right, at its sole discretion, to alter, modify or replace the Terms by notice through the Webpage or the Mobile Application. Thus, please check periodically the Website for the most up to date version of the Terms. By continuing to use the Service after being informed of amendments as given above, the Client agrees to be bound by the amended Terms. Notwithstanding the above, the amended Terms shall become effective regardless of the use of the Services after 30 days have passed from the aforementioned notice.
2.4. The Terms are in force between Klaus and the Client for an indefinite term.
2.5. The Terms constitute the entire agreement between Klaus and the Client relating to the subject matter hereof and supersede and replace all prior agreements and understandings between Klaus and the Client with respect to that subject matter. The Terms may be amended by mutual written agreement between Klaus and the Client.
2.6. The Client grants Klaus permission to use the Client’s name and logo in Klaus’s marketing and sales materials for the duration of this agreement unless specified otherwise in written form.
3.1. Klaus’s obligations
3.1.1. Klaus shall make the Service available to the Client in accordance with these Terms and/or any separate mutual written agreements between Klaus and the Client; and provide standard support for the Service to the Client.
3.1.2. Klaus shall take economically reasonable efforts to maximize the uptime of the Service, with an objective of the availability of the Services of 24 hours a day, 7 days a week, except for any unavailability caused by circumstances beyond Klaus’s control.
3.2. Client’s obligations
3.2.1. Upon creating the account via Website or Mobile Application (by means described in section 5), the Client shall provide information that is accurate, complete, and current at all times. Failure to do so constitutes a breach of these Terms.
3.2.2. The Client shall use the Services for the Client’s customer service quality improvement purposes and refrain from any misuse, including excessive demands on Klaus resources, illegal activities, or attempts to disrupt our service. Klaus reserves the right to impose fair use limits.
3.2.3. The Client shall be fully responsible for the activity that occurs under its user account and must notify Klaus immediately of any breach of security relating to or unauthorized use of its account.
3.2.4. The Client is obligated to keep Access Data confidential and not disclose the Access Data to any third parties. The Client shall be fully liable for the use of Access Data.
3.2.5. If the Client has forgotten its Access Data or suspects that the Access Data have become available to third parties, the Client shall change its Access Data immediately via its user account in the Website or Mobile Application, or notify Klaus accordingly via e-mail firstname.lastname@example.org or Klaus’s Website. After receiving such notice, Klaus will change the Access Data for the Client.
3.2.6. The Client warrants and ensures that it has all the rights, consents, licenses, etc. required for connecting its third-party customer communication platform (e.g. Zendesk, Intercom) account to its Klaus account via API (Application Programming Interface).
NATURE OF SERVICE
4.1. The Service provided by Klaus allows the Client to access a customer support quality improvement system, enabling the Client to store, manage, review, comment, analyze and evaluate its customer conversations by connecting its third-party customer communication platform (e.g. Zendesk) account to its Klaus account via API. Once Client’s third-party customer communication platform is connected to Client’s Klaus account, it will be possible for Klaus to start downloading, saving, and processing the conversations between the Client and its customers to the Klaus software. Doing this, Klaus will:
a) download and save Client’s interactions with its customers (created in the third-party customer communication platform) in the Klaus software unless configured to act as a proxy to those interactions, in which case Klaus will only download Client’s interactions with its customers without saving or recording them by any means;
b) save information about the users of the Client account (e.g. name, email, profile picture);
c) save content created within the Klaus system by the Client.
PAYMENT FOR SERVICE
5.1. By signing up as a user of the Service in Website or Mobile Application, the Client agrees to pay all fees payable for the respective Service.
5.2. The billing model for using the Service is credit-based.
5.3. A new Client may be entitled to a free trial (i.e. temporary access for trying out the Services free of charge).
5.4. Klaus may change its fees at any time by posting a new pricing structure to the Website and/or sending the Client a notification by email unless otherwise specified in a written agreement. If the Client does not accept the new pricing, it may terminate the use of Service by deleting its account with Klaus.
5.5. Klaus shall give the Client a refund for prepaid credits if Klaus stops providing the Services to the Client for a reason not laid out in the Terms (as amended from time to time). The Client will not be entitled to a refund from Klaus under any other circumstances.
5.6. All fees are exclusive of any taxes, levies, or duties applicable under any law unless stated otherwise herein. Each party shall be solely responsible for the payment of such taxes, levies, or duties applicable to that party.
PROCESSING AND PROTECTING OF CLIENT DATA AND PERSONAL DATA
6.1. The Client acknowledges and agrees that any and all Client Data (including its lawfulness, quality, accuracy) shall be the sole responsibility of the Client. The Client shall be solely responsible for uploading Client Data via the Website or the Mobile Application through the use of the Service.
6.2. In connection with Client Data, the Client confirms that: (i) it either owns its Client Data or has the necessary rights to use and authorize further use by Klaus as stipulated by these Terms; (ii) it has the appropriate legal basis for the processing of the Personal Data and for authorizing Klaus to process the Personal Data in accordance with these Terms and (iii) performance of Parties’ rights and obligations under these Terms does not and will not: (a) infringe, any third-party right, including any copyright, trademark, patent, trade secret, privacy right or any other intellectual property or proprietary right; (b) violate any applicable law or regulation; or (c) require obtaining a license from or paying any fees and/or royalties by Klaus to any third party for the performance of the Services to the Client or for the exercise of any rights granted in these Terms.
6.3. The Client also determines the purposes and means of the processing of the Personal Data, therefore the Client is considered the controller in the meaning of GDPR. As Klaus provides the Service platform/system to the Client for storage, management, analysis and evaluation of its customer support and has no direct relation with the customers of the Client and has no individual interest in the processing of the Personal Data, Klaus is the processor of the Personal Data in the meaning of GDPR, processing the Personal Data in accordance with the Terms and for the purposes of rendering Services to the Client.
6.4. The Client acknowledges and approves that Klaus may in an aggregated or anonymized format use the Client Data for Klaus’s internal analysis with the aim to improve the quality of and develop the Services by adding functionality, new features, etc.
6.5. The Client shall at all times ensure that processing of the Client Data by it is lawful and in compliance with applicable legal acts (incl. Data Protection Laws). By uploading Client Data to the Service platform/system, the Client authorizes Klaus to process the Client Data as stipulated in these Terms and as described in section 4.1 above.
6.6. These Terms constitute the data processing contract between the Client as the data controller and Klaus as the data processor for the purposes of GDPR Article 28. The Client hereby instructs the Supplier to process the data as described in these Terms.
6.7. Upon processing the Personal Data Klaus shall:
6.7.1. process the Personal Data only within the scope required according to the Terms and for provision of the Services or in any other way according to the instructions of the Client;
6.7.2. apply appropriate technical and organizational measures, inter alia those listed in GDPR Article 32(1), if appropriate, in order to protect the Personal Data against unauthorized or unlawful processing and accidental or unlawful loss, destruction, damage, alteration or disclosure; ensure the performance of Data Protection Laws; and ensure the protection of rights of data subjects;
6.7.3 shall refer all requests or inquiries by data subjects (customers or employees of the Client) to the Client without responding to such requests;
6.7.4. guarantee that all employees of Klaus related to the provision of Services are bound by confidentiality obligation;
6.7.5. transfer the Personal Data outside EU only in compliance with conditions laid down in GDPR Chapter V;
6.7.6. make available information reasonably required by the Client to demonstrate the fulfillment of the obligations of the Client as the controller and Klaus as the 6.7.7. processor on the basis of GDPR Article 28;
6.7.7. enable the Client or the auditor authorized by the Client to perform the Personal Data processing and protection related audits and contribute to their conduct;
6.7.8. shall immediately inform the Client of any Data Protection Incident and take all measures required to remedy/mitigate the consequences of Data Protection Incident, unless the Client has advised otherwise;
6.7.9. assist the Client in fulfillment of the obligations stipulated in GDPR Articles 32-36, taking into consideration the method of processing of Personal Data and the information available for Klaus.
6.8. By accepting the Terms, the Client gives Klaus a general authorization (in the meaning of GDPR Article 28(2)) to involve processors for the purposes of providing the Services. Klaus shall notify the Client of any intended changes concerning the addition or replacement of other processors, thereby giving the Client the opportunity to object to such changes. The notification will be given in accordance with the procedure of modifying the Terms as provided under clause 2.3 of the Terms.
6.9. The processors of Client Data engaged by Klaus to provide the Service:
|Google Cloud EMEA Limited(Google Cloud Platform)||Cloud hosting of application and databases||Registered in Ireland. Data held in EU datacenters.||
Klaus is built on the Google Cloud Platform so all Client Data is held there. GCP meets the highest standards for security and privacy and processes data under a comprehensive DPA. You can contact the GCP data protection team here.
|Google Cloud EMEA Limited(Google Cloud Platform||
Hosts large language models that Klaus uses to provide ML/AI automated features
|Registered in Ireland. Data processed in EU and US datacenters||
Klaus may use Google Cloud Platform (GCP) services to access large language models which power various intelligent automations in Klaus. In order to provide these insights to you GCP needs to process Client Data. GCP meets the highest standards for security and privacy and processes data under a comprehensive DPA. You can contact the GCP data protection team here.
Microsoft Corporation (Azure)
|Hosts large language models that Klaus uses to provide ML/AI automated features.||Registered in the US. Data held in EU datacenters.||
We use Azure to access large language models like GPT-3.5 and GPT-4 which power various intelligent automations in Klaus, such as AutoQA. In order to provide these insights to you, Azure needs to process Client Data. Processing takes place based on a very detailed and protective DPA which stipulates extensive additional safeguards for the data transfer to Microsoft in addition to the SCCs/IDTA. Azure complies with world-renowned security and privacy standards. Contacts for the DPO here.
Processes metadata from Klaus to enable the flexible configuration of dashboards and analytics in Klaus.
|Registered and hosted in the US.||
Sisense only processes only data necessary to provide the flexible dashboard configuration capacity for Klaus. This data includes reviewers, reviewees and metadata about conversations and reviews. Conversation content and direct personal identifiers in relation to your helpdesk tickets are specifically excluded from such processing.
The Rocket Science Group LLC(Mandrill)
Powers emails sent out from Klaus (e.g. notifications, CSAT surveys)
|Registered and hosted in the US.||
Mandrill processes the recipients’ names and email addresses under a thorough DPA. The data transfer to the US is subject to appropriate safeguards and SCCs/IDTA. All data is secured in compliance with SOC 2 and ISO 27001. You can contact their DPO via email.
Provides services that support voice-related features in Klaus
|Registered and hosted in the US.||
Klaus uses Deepgram to generate transcripts of voice recordings and perform further analysis on such recordings and transcripts to provide relevant conversation insights to Clients. Klaus uses the Standard Contractual Clauses as its DPA with Deepgram and it contains a clear prohibition on any use of Client Data for any purpose other than providing these services to Klaus. Information on Deepgram’s SOC 2 security program and privacy commitments is available here.
6.10. Klaus will engage further processors only by a written contract under which the processor shall ensure that the Personal Data they process is protected at a level that is at least equivalent to that specified in these Terms. In any case, Klaus shall remain fully liable for the fulfillment of the obligations related to processing and protection of Personal Data by its representatives, employees and sub-contractors.
6.11. Klaus will process Personal Data on behalf of the Client until the termination of the Services as stipulated in the Terms. Upon termination of the Services, Klaus will store all content provided by the Client in the course of using the Services (incl the Personal Data) for a period of 6 months, to enable the Clients to request the transfer of such data to the Client or reopen the Client account for continuing the use of the Services, unless otherwise instructed by the Client.
6.12. After the storage period referred to in section 6.11 above or at the request of the Client, Klaus shall delete all the Personal Data, unless EU or Estonian law requires storage. If Klaus has used sub-processors for processing the Personal Data it shall cause them to do the same.
6.13. Notwithstanding the provisions of this section 6, Klaus may disclose Client Data (incl Personal Data) to the extent obligated by applicable laws. In such a case, Klaus will use reasonable efforts to provide the Client with prior notice of such disclosure (to the extent legally permitted). Should the Client desire to contest the disclosure of the Client Data, it shall provide Klaus reasonable assistance, at the cost of the Client.
7.1. The Service includes copyright, trademarks, domain name and business name, trade secrets, and know-how, and other assets and benefits commonly regarded as intellectual property, whether registered or not, which are and remain the exclusive property of Klaus.
7.2. Klaus grants to the Client a limited, non-exclusive, non-transferable and non-sublicensable license to use the software and the content provided via the Website and Mobile Application only in such manner as necessary for using of the Service for its intended purpose by the Client (and only by Client) and only during the time of the validity of the Terms between the Client and Klaus.
7.3. The Client shall not acquire any right thereto or interest therein or otherwise in connection with the Service. Unless the Client has agreed otherwise in writing with Klaus, nothing in the Terms gives the Client a right to use any of Klaus’s trade names, trademarks, service marks, logos, domain names, and other distinctive brand features.
7.4. The Client undertakes, that it will not use any device or software to interfere or attempt to interfere with the proper functioning of the Service; copy, modify, reproduce or create derivative works from, or decompile, reverse engineer or otherwise attempt to derive source code from the software that is being used to provide the Service and also that it will not create or attempt to create any product or service that is substantially similar to or otherwise competes with the Service.
7.5. Klaus may, in its sole discretion, disable, close or restrict access to Services to any Client that has infringed anyone’s intellectual property rights.
7.6. The software used by the Client in relation to the use of the Services may from time to time automatically download and install updates. The updates are designed to improve, enhance, and further develop the Services. The Client agrees to receive such updates (and permit Klaus to deliver these to it) as part of the use of the Services.
DISCLAIMER, LIMITATION OF LIABILITY
8.1. The Service is provided by Klaus on “as is” and “as available” basis.
8.2. In particular, Klaus, its Subsidiaries and Affiliates, and Licensors do not represent or warrant that: (i) the Client’s use of the Service will be free from viruses or other harmful components or will meet the Client’s requirements; (ii) the Client’s use of the Services will be uninterrupted, timely, available at any particular time or location, secure or free from error at all times; and (iii) that defects in the operation or functionality of any software provided to the Client as part of the Services will be corrected.
8.3. Klaus is not responsible for the accuracy and content of the information entered into the Service platform/system via Website or Mobile Application by the third parties nor for the damages to the Client, arising from the use of such information contained in the system, Website or Mobile Application.
8.4. Insofar as not prohibited under applicable laws, Klaus, its Subsidiaries and Affiliates, its Licensors shall not be liable to the Client for: (i) any indirect or consequential losses which may be incurred to the Client, including any loss of profit (whether incurred directly or indirectly), any loss of goodwill or business reputation, or any loss of data suffered by the Client; (ii) any loss or damage which may be incurred to the Client as a result of: (a) any reliance placed on the completeness, accuracy or existence of any information received via the Service; (b) any changes which Klaus may make to the Services, or for any permanent or temporary cessation in the provision of the Services (or any features within the Services); (c) the deletion of, corruption of, or failure to store, any content and other information maintained or transmitted by or through the use of the Services; (d) the Client’s failure to provide Klaus with accurate account information; (e) the Client’s failure to keep its password or account details secure and confidential.
8.5. In no case shall the liability of Klaus, its Subsidiaries, or Affiliates exceed the amount equal to the fees paid by the Client for the Services during the last 6 months preceding the incident that gave rise to Klaus´s liability hereunder.
9.1. Klaus has the right to terminate these Terms by canceling access to the Service unilaterally and without prior notification or without returning to the Client the fee paid for the Service, if the Client has violated these Terms and has not eliminated the violation within 10 workdays as of the receipt of a respective notice from Klaus by e-mail. If a violation threatens the confidentiality, integrity, or availability of the Service or any data or system related to the Service, Klaus is entitled to immediately take any protective actions necessary to prevent or limit damage.
9.2. The Client has the right to terminate these Terms and cancel the use of the Service at any time and without any reason by email or through respective capabilities in the Service. In such a case, the Client does not have the right to request the return of the fee paid for the ordered Service.
9.3. The Client agrees that upon any termination of these Terms all rights that the Client has been granted hereunder will terminate.
9.4. The Client is responsible for the damages caused to Klaus through the violation of these Terms
10.1. These Terms shall be governed and construed in accordance with the laws of Estonia, without regard to its conflict of law provision.
10.2. The Client and Klaus shall make the effort to resolve the disputes arising from these Terms by way of negotiations. In the event the Client and Klaus fail to reach an agreement in the dispute, it shall be subject to the exclusive jurisdiction of the Harju County Court. The Client hereby irrevocably submits to the aforesaid jurisdiction and waives any and all objections it may have to such jurisdiction on the grounds of inconvenient forum or otherwise.
10.3. Should Klaus fail to enforce any right or provision of these terms, it will not be considered a waiver of those rights.
10.4. If any provision of these Terms is held to be invalid or unenforceable by a court, the remaining provision of these Terms will remain in effect.
11.1. If you have any questions about these Terms, please contact us, by sending an email to email@example.com. For data protection related inquiries and notices, please email us at firstname.lastname@example.org.