Continuant is a partner of CallCorp also known as Total.Care Holdings, LLC. and has resold CallCorp’s Total.Care Contact Center to Continuant’s customer(s) (“Customer”) as Continuant Connect Contact Center-(“C4”). Customer agrees to the terms and conditions of this EULA as it relates to Total.Care. Customer employees or associates (“Users”) must be notified of this EULA and abide by these terms and conditions.
Total.Care Holdings, LLC (“Total.Care”, “we” or “us”) offers various services to you through our website and our application on the web, all of which are conditioned on your agreement to adhere to the following Terms of Service (“Terms of Service” or “Agreement”). Customer’s use of the Service and/or your registration with us constitutes your agreement to these Terms of Service. These Terms of Service shall not be amended or modified without the prior written approval of Total.Care and Customer. These Terms of Service apply to all visitors and all who access our website or Services.
Total.Care offers online software functionality primarily for call centers. We manage certain applications (“App” or “Apps”) and related support and hosting services (together with the App, the “Service” or “Services”).
PLEASE READ THIS AGREEMENT CAREFULLY TO ENSURE THAT YOU UNDERSTAND EACH PROVISION. THIS AGREEMENT CONTAINS A MANDATORY INDIVIDUAL ARBITRATION AND CLASS ACTION/JURY TRIAL WAIVER PROVISION THAT REQUIRES THE USE OF ARBITRATION ON AN INDIVIDUAL BASIS TO RESOLVE DISPUTES, RATHER THAN JURY TRIALS OR CLASS ACTIONS.
We respect the privacy and security of our Users. You understand that by using our Services, you give consent to the collection, use and disclosure of your personally identifiable information as well as any non-personally identifiable information, as described in more detail in our Privacy Policy.
Customer affirms to be fully able and competent to enter into the terms, conditions, obligations, affirmations, representations, and warranties set forth in these Terms of Service, and to abide by and comply with these Terms of Service.
At our discretion, we may maintain different accounts for different types of Users. If a User opens an account on behalf of a company, organization, or other entity, then User represents and warrants that User is an authorized representative of the entity with the authority to bind the entity to these Terms of Service, and that you agree to these Terms on the entity’s behalf. By connecting to us with a third-party service, User give us permission to access and use information from that service as permitted by that third-party service, and to store your log-in credentials for that third-party service. The Service is not available to any User who has been removed from the Service by Total.Care. In the event User is using the Service as the employee or agent of an organization that has a separate commercial agreement with Total.Care for use of the Service and such agreement conflicts with this Agreement – such separate agreement shall control in the event of any conflicting terms.
1. Services
Subject to the terms and conditions of this Agreement, Total.Care will provide Customer with non-exclusive access to the Services– solely for use for Customer’s own, internal business purposes. The “Service” includes (a) the Site, (b) on-demand Total.Care tools and Total.Care API, and (c) other services provided to Customer through our reseller, Continuant (“Site”) based on the plan purchased, including all software, data, text, images, sounds, videos, and other content made available through the Site, or developed via the Total.Care API (collectively, “Content”). Any new features added to or augmenting the Services are also subject to this Agreement, it being understood and agreed that new features may not be available for all pricing plans. The Services may also include basic or expanded support based on the Service plan purchased. Total.Care will use reasonable efforts to make the Services available except for: (a) planned downtime, (b) emergency maintenance, or (c) any unavailability caused by circumstances beyond our reasonable control, such as, but not limited to, acts of God, acts of government, acts of terror or civil unrest.
Customer is responsible for maintaining the confidentiality of login and account information and is fully responsible for any and all activities that occur under your login or account. Customer is entirely responsible for maintaining the confidentiality of the information Customer maintains for Customer’s account, including password(s), and for any and all activity that occurs under Customer’s account as a result of your failing to keep this information secure and confidential. Customer agrees and acknowledges that login(s) may only be used by one (1) person, and that Users will not share a single login among multiple people. Total.Care cannot and will not be liable for any loss or damage arising from your failure to comply with these obligations.
2. Registration
By registering and/or participating in this Service, Customer agrees and represents as follows:
2.1. Customer is capable of forming a legally binding contract;
2.2. All information submitted to Total.Care or in connection with a Service is accurate and complete and that Customer will maintain and promptly update any profile supplied to Total.Care to ensure accuracy at all times;
2.3. Customer agrees to be contacted via Email, SMS and text messaging by Total.Care or by other Service users, including push notifications regarding our Services, our website, and third party (provided, however, that Customer understands all SMS and text messages received through the Service are sent to Customer or by other Users on Customer’s account and not by Total.Care);
2.4. Customer hereby grant us permission to display your profile and such other information as may be supplied by Customer on our website in connection with the provision of Services;
2.5. By using the Service, Customer grants us permission to access your account and those messages, data, information, text, graphics, audio, video or other material (“Materials”) posted/uploaded/transmitted to or through the Service using your account, solely in connection with the provision of Services. Subject to your prior written approval, Total.Care may use Customer company logo in our Site and other print material to identify Customer as a registered user of the Service and for advertising purposes;
2.6. Customer will not (a) license, sublicense, sell, resell, rent, lease, transfer, assign, distribute, time share or otherwise commercially exploit or make the Service available to any third party, other than as expressly permitted by these Terms of Service; (b) use the Service to process data on behalf of any third party, (c) modify, adapt or hack the Service to falsely imply any sponsorship or association with Total.Care, or otherwise attempt to gain unauthorized access to the Service or its related systems or networks;
2.7. Customer understands that the Service is not intended to support or carry emergency calls to any emergency services such as public safety answering points and that Total.Care will not be held liable for any claim, damages or loss (and you hereby waive any and all such claims or causes of action), arising from or relating to your (or your customers’) inability to use your Service subscription to make such emergency calls. Please make sure to have an alternate means to send and receive emergency calls;
2.8. Customer will abide by all applicable laws in your use of the Service, including without limitation any relating to dialing outbound phone numbers and sending of text or SMS messages through the Service.
3. Responsibility for User Content and Call Recording
We respect the rights of third party creators and content owners and expect that you will do the same. Given the nature of the Service and the volume of information submitted, we cannot and do not monitor all of the Materials posted or transmitted by you and other third-party information providers via the Service, including, without limitation, any Materials posted via the Service. You expressly agree that we will not be liable for Materials. We reserve the right, but are not obligated, to remove content from the Service for any reason, including content that we believe violates these Terms or our Acceptable Use Policy below.
Please note that while Total.Care offers the option for you to record calls, if you choose to use this service, then you must comply with all applicable state and federal laws, regulations and rules prior to recording any telephone calls and you expressly warrant and represent to Total.Care that you shall comply at all times. We make no representations or warranties with respect to call recording and recommend that you always secure consent before recording. You acknowledge that these representations and obligations are essential to the ability of Total.Care to provide you with access to call recordings and you further agree to indemnify, defend and hold Total.Care and its officers, directors, owners, employees, agents, consultants and vendors harmless from and against any and all third party liabilities, losses, claims, damages, causes of action, costs and expenses (including attorneys’ fees) that may be incurred by Total.Care arising out of or related to your acts or omissions in connection with your call recordings, whether such claims arise under contract, tort, statute or other legal theory.
4. Acceptable Use Policy
4.1 General
The following is a partial list of the kinds of activities that are prohibited on or through the Service: (a) submitting or using Materials that are patently offensive to the online community, such as content that promotes racism, bigotry, hatred or physical harm of any kind against any group or individual; (b) engaging in activities or submitting Materials that could be harmful to minors; (c) engaging in activity or submitting Materials that harasses or advocates harassment of another person; (d) engaging in activity that involves the transmission of “junk mail” or unsolicited mass emailing or “spam” or harvesting or otherwise collecting personally identifiable information about Service users, including names, phone numbers, addresses, email addresses, (collectively, “User Data”) without their consent; (e) engaging in activity, or submitting Materials, or promoting information that is false, misleading or promotes illegal activities or conduct that is abusive, threatening, obscene, defamatory or libelous; (f) submitting Materials that contain restricted or password only access pages, or hidden pages or images; (g) submitting Materials that displays pornographic or sexually explicit material of any kind; (h) submitting Materials that provide instructional information about illegal activities such as making or buying illegal weapons, violating someone’s privacy, or providing or creating computer viruses; (i) submitting Materials that contain viruses, Trojan horses, worms, or any other similar forms of malware, (j) engaging in activities or submitting Materials that solicit passwords or personally identifiable information for unlawful purposes from other users; (k) engaging in unauthorized commercial activities and/or sales without our prior written consent such as advertising, solicitations, contests, sweepstakes, barter, pyramid schemes, unsolicited marketing or other activities, including any activities that violate anti-spam laws and regulations including the CAN SPAM Act of 2003, the TCPA Rules (as defined below), and the Do-Not-Call Implementation Act (or any similar or analogous anti-spam, data protection, or privacy legislation in any other jurisdiction); (l) using any robot, spider, other automatic device, or manual process to monitor, copy, or “scrape” web pages or the content contained in the website or for any other unauthorized purpose without our prior written consent; (m) using any device, software, or routine to interfere or attempt to interfere with the proper working of the Service; or (n) decompiling, reverse engineering, or disassembling the software or attempting to do so. In addition, you covenant and represent that you will not use the Service for any purpose other than those that are for your internal business purposes, nor will you use this Service in violation of any applicable laws or regulations (including those relating to the recording of telephone calls telemarketing, and the sending of text or SMS messages), industry standards, third party policies (including all of the applicable guidelines published by the CTIA, the Mobile Marketing Association), or any other accepted industry associations, carrier guidelines (or any similar or analogous industry standards, third party policies or requirements in any other jurisdiction), or these Terms of Service.
4.2 Calling and Messaging through the Services
You agree to familiarize yourself with and abide by all applicable local, state, national and international laws and regulations and are solely responsible for all acts or omissions that occur under your account, including without limitation the electronic transmission of messages and calls that you create and initiate through the Services. Without limiting the foregoing, you agree to familiarize yourself with the legalities of any messages, calls, broadcasts, and campaigns transmitted through the Services by visiting the following websites:
In particular, you acknowledge that the Telephone Consumer Protection Act of 1991 together with final rules and regulations (collectively, “TCPA Rules”), generally prohibits (1) the making of telemarketing calls using an artificial or prerecorded voice to residential telephones without prior express consent; and (2) the making of any non-emergency call using an automatic telephone dialing system or an artificial or prerecorded voice to a wireless telephone number, in each case, without prior express consent. You understand and agree that you are solely responsible for complying with the TCPA Rules and any other state, federal or local laws, rules and regulations, in effect from time to time, governing electronic communications between you and the owners of the phone numbers you initiate calls or messages to through the Services. Without limiting the foregoing, you represent and warrant that the owners of the phone numbers have given prior express consent or otherwise opted-in to the receipt of such calls or messages as required by any applicable law or regulation. You agree that you will include clear opt-out/unsubscribe information on your calls or messages when required to do so by any applicable law or regulation. You further agree that any individuals requesting “Do-Not-Call” (“DNC”) status shall immediately be placed on your DNC accounts list and you further agree that you will not initiate any subsequent messages or calls to any individuals after they request DNC status.
The TCPA Rules, the Federal Trade Commission, the Federal Communications Commission, the DNC list registry rules (http://www.donotcall.gov) and various state laws, rules and regulations place restrictions on certain types of phone calls and text messages. Total.Care is in no way attempting to interpret any laws, rules, or regulations. This information is provided merely as a courtesy and is not intended to replace your responsibility to familiarize yourself with and abide by the legal requirements pertaining to your use of the Services to initiate calls or messages.
5. Use of Third Party Services
As a part of our Service, we may offer integrations with websites and applications operated by various third parties and are not responsible or liable for any acts or omissions created or performed by these third parties, including any difficulties accessing their services. We provide such integrations for your convenience and reference only. We do not operate or control in any way any information, software, products or services available on such web sites or applications. Our inclusion of an integration with a website or an application does not imply any endorsement of the services or the site, its contents, or its sponsoring organization.
6. Representations and Warranties and Indemnification
Total.Care hereby represents and warrant that: (a) it has full right and power to enter into and perform under these Terms of Service, without any third-party consents or conflicts with any other agreement, (b) the Service will comply at all times with all applicable laws, regulations, and orders, including those relating to privacy and data protection; (c) use of the Service and any output will not introduce into any your systems (or third-party systems on which you use the Service) any viruses, worms, time bombs, Trojan horses or other harmful, malicious or destructive code; and (d) the Service (and your use thereof) does not and will not infringe, violate, or misappropriate the intellectual property rights of any third party.
Customer hereby represents and warrants that: (a) Customer has all necessary authority, rights and permissions to submit the Materials and grant the licenses described in these Terms of Service, (b) the Materials are accurate, current and complete, (c) the Materials and your use of the Service shall not infringe or misappropriate any copyright, trademark, trade secret, patent, or other intellectual property right of any third party or violate any other rights of third party, including, without limitation, any rights of privacy or publicity or any contractual rights, (d) the Materials and your use of the Service shall not violate any applicable law or regulation or cause injury to any person; (e) your use of the Service shall not violate any agreements between you and a third party.
Customer agrees to indemnify, defend and hold harmless Total.Care, and its officers, directors, employees, agents, and contractors from and against any and all third party claims, costs, demands, damages, liabilities, or expenses, including, without limitation, reasonable attorneys’ fees, arising from or related to: (a) the Materials Customer provides or approves for publication or breach of these Terms of Service including failure to comply with the TCPA Rules or any representations or warranties in this Section 8.
Total.Care agrees to indemnify, defend and hold Customer and it’s officers, directors, employees, agents, and contractors harmless from and against any and all third party claims, costs, demands, damages, liabilities, or expenses, including, without limitation, reasonable attorneys’ fees, arising from or related to Total.Care’s: (a) gross negligence or willful misconduct, (b) breach of this Agreement or (c) violation of applicable data privacy and data protection laws or regulations. In the event of an indemnification claim, Total.Care will not settle any claim without Customer’s prior written consent other than the payment of money damages for which you have accepted responsibility and you may participate, at its own expense, in any defense and settlement, with counsel of Customer’s choice.
7. Disclaimers and Limitations
Errors in the information contained in our Service sometimes occur. In addition, we may make changes and improvements to the Service provided herein at any time so long as the functionality of the Service is not degraded. EXCEPT AS SET FORTH HEREIN, THE SERVICE AND THE INFORMATION, SOFTWARE, PRODUCTS AND SERVICES ASSOCIATED WITH IT ARE PROVIDED “AS IS.” WE AND/OR OUR SUPPLIERS, PARTNERS AND AFFILIATES DISCLAIM ANY WARRANTY OF ANY KIND, WHETHER EXPRESS OR IMPLIED, AS TO ANY MATTER WHATSOEVER RELATING TO THE SERVICE AND ANY INFORMATION, SOFTWARE, PRODUCTS AND SERVICES PROVIDED HEREIN, INCLUDING WITHOUT LIMITATION THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON INFRINGEMENT. USE OF OUR SERVICE IS AT CUSTOMER’S OWN RISK. EXCEPT AS SET FORTH HEREIN, WE AND/OR OUR SUPPLIERS, ARE NOT LIABLE FOR ANY INDIRECT, PUNITIVE, INCIDENTAL, SPECIAL OR CONSEQUENTIAL DAMAGES OR OTHER INJURY ARISING OUT OF OR IN ANY WAY CONNECTED WITH THE USE OF THE SERVICE OR WITH THE DELAY OR INABILITY TO USE THE SERVICES, OR FOR ANY INFORMATION, SOFTWARE, PRODUCTS AND SERVICES OBTAINED THROUGH US, OR OTHERWISE ARISING OUT OF THE USE OF THE SERVICE, WHETHER RESULTING IN WHOLE OR IN PART, FROM BREACH OF CONTRACT, TORTIOUS BEHAVIOR, NEGLIGENCE, STRICT LIABILITY OR OTHERWISE, EVEN IF WE AND/OR OUR SUPPLIERS HAD BEEN ADVISED OF THE POSSIBILITY OF DAMAGES. SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF IMPLIED WARRANTIES, SO THE ABOVE EXCLUSION MAY NOT APPLY TO CUSTOMER.
LIMITATION OF LIABILITY
IN NO EVENT SHALL EITHER PARTY OR ITS SUPPLIERS BE LIABLE FOR LOST PROFITS OR ANY SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES (HOWEVER ARISING, INCLUDING NEGLIGENCE) ARISING OUT OF OR IN CONNECTION WITH THIS AGREEMENT. EXCEPT FOR EITHER PARTY’S GROSS NEGLIGENCE OR WILLFUL MISCONDUCT, OR AS RELATED TO EITHER PARTY’S BREACH OF ITS CONFIDENTIALITY OBLIGATIONS OR ITS INDEMNIFICATION OBLIGATIONS, EACH PARTY’S LIABILITY, AND THE LIABILITY OF ITS SUPPLIERS AND AFFILIATES, TO THE OTHER PARTY OR ANY THIRD PARTIES IN ANY CIRCUMSTANCE, SHALL BE LIMITED TO THE LESSER OF (I) ACTUAL DAMAGES INCURRED, OR (II) PAYMENTS MADE BY CUSTOMER FOR THE SERVICE DURING THE TWELVE (12) MONTHS PRECEDING THE CLAIM, NOT INCLUDING THIRD PARTY LONG DISTANCE FEES AND TAX. IN ADDITION, EXCEPT AS SET FORTH HEREIN, TOTAL.CARE WILL NOT BE LIABLE FOR (A) THE COST OR PROCUREMENT OF ANY SUBSTITUTE TECHNOLOGY OR SERVICES, (B) ANY MATTERS CONTEMPLATED BY FORCE MAJEURE BELOW, (C) THE LOSS OF ANY DATA OR OTHER TECHNICAL ISSUES, OR DAMAGES TO CUSTOMER MOBILE DEVICE OR OTHER HARDWARE OR SOFTWARE THAT IS CAUSED BY THE SERVICE (FOR CLARITY, INCLUDING ANY SYSTEMS, APPLICATIONS, CODE, PROCESSES OR METHODS USED TO PROVIDE THE SERVICE), OR (D) DAMAGES FOR ANY EMAILS OR OTHER CONTENT THAT CUSTOMER OR END USERS SEND OR POST VIA THE SERVICE. THE FOREGOING LIMITATIONS ON LIABILITY WILL NOT APPLY TO THE EXTENT PROHIBITED BY APPLICABLE LAW. THE PARTIES ACKNOWLEDGE AND AGREE THAT THE ESSENTIAL PURPOSE OF THIS SECTION 9 IS TO ALLOCATE THE RISKS UNDER THESE TERMS BETWEEN THE PARTIES AND LIMIT THEIR POTENTIAL LIABILITY GIVEN THE FEES CHARGED UNDER THIS AGREEMENT, WHICH WOULD HAVE BEEN SUBSTANTIALLY HIGHER IF TOTAL.CARE WERE TO ASSUME ANY FURTHER LIABILITY OTHER THAN AS SET FORTH HEREIN. THE PARTIES HAVE RELIED ON THESE LIMITATIONS IN DETERMINING WHETHER TO ENTER INTO THESE TERMS. THE LIMITATIONS OF LIABILITY SET FORTH ABOVE ARE FUNDAMENTAL ELEMENTS OF THE CONTRACT BETWEEN US AND CUSTOMER. Some states do not allow the limitation of liability, so the foregoing limitation may not always apply.
ERRORS AND DELAYS
We are not responsible for any errors or delays caused by an incorrect email address provided by Customer or other technical problems beyond our reasonable control. It is Customer’s responsibility to ensure that Total.Care has updated email addresses and contact information.
8. Dispute Resolution
Any claim or controversy arising out of or relating to the use of our Service, to the goods or services provided by us, or to any acts or omissions of other users for which Customer may contend we are liable, including but not limited to any claim or controversy (“Dispute”), shall be finally, and exclusively, settled by arbitration in Salt Lake City, Utah, from which arbitration there shall be no appeal. The arbitration shall be held before one arbitrator. The arbitrator shall be selected pursuant to the AAA rules. The arbitrator shall apply the substantive law of the state of Utah, except that the interpretation and enforcement of this arbitration provision shall be governed by the U.S. Federal Arbitration Act. To begin the arbitration process, a party must make a written demand therefore. Each party shall bear its own costs and attorneys’ fees. Any judgment upon the award rendered by the arbitrators may be entered in any court of competent jurisdiction. The arbitrator shall not have the power to award damages in connection with any Dispute in excess of actual compensatory damages and shall not multiply actual damages or award consequential, punitive or exemplary damages, and each party irrevocably waives any claim thereto. The agreement to arbitrate shall not be construed as an agreement to the joinder or consolidation of arbitration under this Agreement with arbitration of disputes or claims of any non-party, regardless of the nature of the issues or disputes involved. THIS AGREEMENT PROVIDES THAT ALL DISPUTES BETWEEN CUSTOMER AND US WILL BE RESOLVED BY BINDING ARBITRATION. CUSTOMER THUS GIVE UP CUSTOMER’S RIGHT TO GO TO COURT TO ASSERT OR DEFEND CUSTOMER RIGHTS. CUSTOMER RIGHTS WILL BE DETERMINED BY A NEUTRAL ARBITRATOR AND NOT A JUDGE OR JURY.
9. Parental Control Protections
Pursuant to 47 U.S.C. Section 230 (d), as amended, we hereby notify Customer that there are commercially available parental control protections (such as computer hardware, software or filtering services) that may assist Customer in limiting access to material that is harmful to minors. Information identifying current providers of such protections is available at http://internet-filter-review.toptenreviews.com.
10. Jury Trial Waiver
CUSTOMER AGREES THAT, BY ENTERING INTO THIS AGREEMENT, CUSTOMER AND WE ARE EACH WAIVING THE RIGHT TO A TRIAL BY JURY OR TO PARTICIPATE IN A CLASS ACTION, COLLECTIVE ACTION, PRIVATE ATTORNEY GENERAL ACTION, OR OTHER REPRESENTATIVE PROCEEDING OF ANY KIND.
11. General
Customer agrees that: (i) the Service shall be deemed solely based in Utah; and (ii) this Service shall be deemed a passive web site and service that does not give rise to personal jurisdiction over us, either specific or general, in jurisdictions other than Utah. These Terms of Service shall be governed by the internal substantive laws of the State of Utah, without respect to its conflict of laws principles. The application of the United Nations Convention on Contracts for the International Sale of Goods is expressly excluded. These Terms of Service, together with the Privacy Policy and any other legal notices published by us on the Service, shall constitute the entire agreement between Customer and us concerning this Service and supersedes any prior written or oral representations. If any provision of these Terms of Service is deemed invalid by a court of competent jurisdiction, the invalidity of such provision shall not affect the validity of the remaining provisions of these Terms of Service, which shall remain in full force and effect. No waiver of any term of this Terms of Service shall be deemed a further or continuing waiver of such term or any other term, and our failure to assert any right or provision under these Terms of Service shall not constitute a waiver of such right or provision. These Terms of Service may not be transferred or assigned by Customer without our prior written approval, but may be assigned by us without restriction. Any attempted transfer or assignment in violation hereof shall be null and void. A printed version of these Terms of Service and of any notice given in electronic form shall be admissible in judicial or administrative proceedings based upon or relating to this agreement to the same extent and subject to the same conditions as other business documents and records originally generated and maintained in printed form. All rights not expressly granted herein are reserved to us. Neither party shall use the other party’s name, logos or trademarks in any publicity (including press releases) or advertising without the other party’s prior written consent.
12. Intellectual Property
All contents of the Service are copyrighted © 2020 Total Care Holdings, LLC dba Total.Care. All rights reserved. Other product and company names may be trademarks or service marks of their respective owners.
Total.Care shall own all right, title, and interest in and to Service, including all modifications, improvements, upgrades, and derivative works thereto. No intellectual property rights are assigned or transferred by Total.Care hereunder.
Total.Care, and Total.Care’s other product and service names and logos used or displayed on the Service are registered or unregistered trademarks of Total.Care (collectively, “Marks”), and Customer may only use such Marks to identify itself as a customer and user of the Service; provided Customer does not attempt, now or in the future, to claim any rights in the Marks, degrade the distinctiveness of the Marks, or use the Marks to disparage or misrepresent Total.Care, its services or products.
IF CUSTOMER DOES NOT AGREE TO THE TERMS STATED ABOVE OR TO ANY CHANGES MADE IN THESE TERMS, PLEASE EXIT THIS SERVICE IMMEDIATELY