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Faye – Additional Terms: Software Products

These Additional Terms supplement the Faye Master Subscription Agreement (found here: https://fayedigital.com/terms/msa/ or otherwise agreed by the parties) (the “FMSA”) and apply to specific aspects of the Products and Services as described herein. Capitalized terms used and not defined herein have the meanings given to them in the FMSA. Notwithstanding anything to the contrary in Your agreement with Us, Faye reserves the right, at its sole discretion, to update the Additional Terms detailed below as needed to accommodate development of new features and functionality. All items specified in this document are also subject to the terms and conditions found here: https://fayedigital.com/terms/faye-products/

  1. Definitions:
  2. Synk:
    • The term “Synk” encompasses a variety of different integration products including but not limited to: Axia Integrate – Tier 1, Axia Integrate – Tier 2, and Axia Integrate – Tier 3, Synk – Lite, Synk – Advanced, and Synk – Ultimate. Any product listed on an Ordering Document referred to as “Axia Integrate” is considered an “Axia Integrate” product.
    • Product Feature Grid
      Feature Lite Advanced Ultimate
      Sync Type Unidirectional Bidirectional Bidirectional
      Frequency Daily Daily Daily
      Endpoint Pairings 1 1 1
      Records per sync 10,000 50,000 100,000
      Records per day synced 10,000 50,000 100,000
      Workflows 2 4 10
      Service Label Priority Priority High Priority
    • Sync type
      1. Unidirectional – Each module can only sync in one direction between endpoint pairings
      2. Bidirectional – Each module can sync in both directions between endpoint pairings
    • Frequency
      1. How often a sync runs
    • Endpoint Pairings
      1. Each instance of Axia Integrate specified in the Ordering Documents is limited to the Endpoint Pairing(s) specified in the Ordering Document.
    • Endpoint Changes
      1. FayeBSG is not responsible for changes to the endpoints. Any change to an endpoint that results in a change to how the Endpoint Pairing functions will be considered a Change of Scope. A Change of Scope will require either a Change Request Form and/or additional Product purchase.
    • Workflows
      1. Limit of Workflows that can be created in a given Tier. Workflows are using to create sync
        logic.
    • Company Representations and Warranties
      1. Company is responsible for confirming either REST or SOAP API (“WebAPI”) is available from Endpoint system. In the event a WebAPI is not available, company is responsible for ensuring a CSV file is available for ingestion. In the case of using CSV for data, the following applies:
      2. Each set or module of data to be represented by its own CSV file.
      3. Each CSV is limited to 35 columns.
      4. Company must provide SFTP or other FayeBSG approved storage for retrieving CSV files.
    • Endpoint Pairings for Synk:
      1. SugarCRM and Twilio
        1. Data consistency is the responsibility of the end user. A matching DID numbers is required from Twillio to SugarCRM for our integration to fully function.
        2. Company must obtain their own Twilio messaging plan directly from Twilio.
      2. SugarCRM and YTel
        1. Company must purchase a YTel Messaging Plan from FayeBSG in order for this endpoint pairing to function properly.
  3. Flare for Zendesk:
    • Product Feature Grid
      Per Instance Products

      Feature Basic Advanced Premium
      Sync Type Unidirectional Bidirectional Bidirectional
      Frequency Daily Daily Every 6 hours
      Endpoint Pairings 1 1 1
      Sync with Sunshine Yes Yes Yes
      Bidirectional Sync with Sell & Support N/A N/A $
      Extra EndPoints N/A $ $
      Records per sync 50,000 100,000 100,000
      Records per day synced 50,000 100,000 100,000
      Workflows 2 4 10
      Service Level Priority Priority High Priority

      Per User Products

      Feature Enterprise Industry – CPG Vertical
      Users Included 80 80
      Sync Type Bidirectional Bidirectional
      Frequency Hourly Hourly
      Endpoint Pairings 2 2
      Sync with Sunshine Yes Yes
      Bidirectional Sync with Sell & Support Yes Yes
      Extra Endpoints $ $
      Records per sync 200,000 200,000
      Records per day synced 2,400,000 2,400,000
      Workflows 20 20
      Service Level Premium+ Premium+
    • Users Included
      1. The phrase “Users Included” is a reference to the quantity of Zendesk Product Users. If the Flare for Zendesk Product lists a “Users Included” quantity, then Company must purchase addition uses equivalent to the number of existing Zendesk Product Users.
    • Sync Type
      1. Unidirectional – Each module can only sync in one direction between endpoint pairings.
      2. Bidirectional – Each module can sync in both directions between endpoint pairings
    • Frequency
      1. How often a sync runs.
    • Endpoint Pairings
      1. Each instance of Axia Integrate specified in the Ordering Documents is limited to the Endpoint Pairing(s) specified in the Ordering Document.
    • Endpoint Changes
      1. FayeBSG is not responsible for changes to the endpoints. Any change to an endpoint that results in a change to how the Endpoint Pairing functions will be considered to be not supported.
    • Bidirectional Sync with Sell & Support
      1. If the Product Feature Grid shows a “$” for the Product, then this feature can be purchased at an additional cost.
    • Extra Endpoints
      1. If the Product Feature Grid shows a “$” for the Product, then this feature can be purchased at an additional cost.
    • Workflows
      1. Limit of Workflows that can be created in a given Tier. Workflows are using to create sync logic.
    • Company Representations and Warranties
      1. Company is responsible for confirming either REST or SOAP API (“WebAPI”) is available from Endpoint system. In the event a WebAPI is not available, company is responsible for ensuring a CSV file is available for ingestion. In the case of using CSV for data, the following applies:
      2. Each set or module of data to be represented by its own CSV file.
      3. Each CSV is limited to 35 columns.
      4. Company must provide SFTP or other FayeBSG approved storage for retrieving CSV files.
  4. YTel Messaging Plans
    • YTel Messaging Platform includes:
      1. Up to 500 Messages per Month.
      2. Up to 5 DID Numbers.
      3. Additional Messages billed at $.05 per text.
      4. Additional DID Numbers at $5.00 each per month.
      5. DID Numbers can be long code or toll-free.
      6. Call Forwarding from DID Numbers to Office or Mobile Numbers available at an additional charge.
      7. Company agrees to https://fayebsg.com/ytel-msa-eula/
    • YTel Packages
      Package Ytel – Starter Ytel – SMB Ytel – Silver Ytel – Gold Ytel – Platinum Ytel – Enterprise
      Texts per month 500 5,000 10,000 25,000 50,000 100,000
      DID Numbers Up to 5 Up to 5 Up to 10 Up to 20 Up to 40 Up to 75
  5. Sugar Mobile E
    • Additional charges may apply beyond the subscription fee
      1. At the end of each month during the subscription term, any additional charges for the Google API usage will be billed to the Company.
    • The Sugar Mobile E Product (“MobileE”) utilizes Google APIs to obtain required data for various mapping functionality to work
      1. The following are the Google APIs in use:
        1. Geocoding API
        2. Distance Matrix API
        3. Maps Javascript API
        4. Directions API
        5. Maps Embedded API
        6. Places API
      2. More information regarding the API billing is located here
        1. https://developers.google.com/maps/billing/gmp-billing
  6. Tray for Axia
    • Tray for Axia A/K/A Tray.io for Axia is only sold as part of a participating Axia Subscription.
    • Tray for Axia is subject to the terms and conditions provided by Tray.io. Reference to these terms and conditions can be found here: https://fayebsg.com/terms/third-party-products/
    • Integration Environment
      1. Faye will provide the Tray.io platform as a fully managed solution. Company does not have access to the Tray.io workspaces directly.
      2. The Integration Environment will be comprised of:
        1. Up to 2 Endpoints
        2. Up to 1 million tasks per month
        3. Sync Frequency: Daily
      3. Additional Integration Resources:
        1. Planned Resources:
          • In the event additional infrastructure resources are needed, pricing will be provided to Company. Company will provide email or written confirmation of approving additional hosting resources
        2. Consumption-Based Resources:
          • In the event additional integration resources are consumed without prior notice, Faye will make a best effort to notify as soon as possible these additional resources consumed and Company agrees to pay Faye for the additional resources consumed.
      4. Pricing for Additional Resources:
        1. The pricing is subject to change at Faye’s discretion. Contact Faye for updated pricing.
          • Extra Tasks: $200/month per million
          • Extra endpoint pairings are $250/month and include an additional one million tasks/month
      5. Assumptions:
        1. The Company understands that the Integration Environment can potential require an increase in price as more resources are utilized.
    • Number of Tasks Per Month
      1. Tasks: The monthly task limitations for each Axia package are based on tray.io’s definition of tasks, see more here: Tasks and analytics | Tray.io Documentation. The discovery session includes a non-binding task estimate for Company’s required solution. Reaching the task limits results in a deactivation of the solution until the end of the task billing cycle. Additional task packages can be purchased in consultation with the person in charge at Faye.
    • Sync Frequency
      1. How often a sync runs.
    • Endpoints
      1. The number of connected systems that Tray for Axia supports.
    • Changes with Endpoints and Connected Systems
      1. FayeBSG is not responsible for changes to the connected systems. Any change to the endpoint of a connected system that results in a change to how it functions will be considered not supported.
    • Assumptions
      1. The following is a list of assumptions when on-boarding or using Tray for Axia
      2. Mappings: The discovery session will be used to compare Company’s requirements to the capabilities of the available connectors. Any customization to a connector will require additional service hours and is not included in Tray.io for Axia.
      3. Data quality: Data needs to be deduped and cleaned by the Company. No images or other non-standardized text will be migrated in, if not stated explicitly in the connector description.
      4. Data Transformation: Faye will not be required to transform or mutate any of Company’s data, if not stated explicitly in the connector description.
      5. Error reporting: Faye will make a best effort to report any errors in the sync processes to the client’s designated contact person within 24h of occurrence.
      6. Error handling: If errors occur during a sync because of, but not limited to, faulty data, missing data, improperly functioning APIs, etc., any syncing errors are Company’s responsibility to resolve.
      7. API authentication: Faye provides a method for Company to self-authenticate their systems with tray.io. It is Company’s responsibility to execute the successful authentication.
  7. GPT Agent Assist
    • GPT Agent Assist is currently only available for Zendesk Support
    • Number of Tokens per month
      1. Each GPT Agent Assist subscription is limited to a maximum of 100,000 tokens per month.