NiCE Cognigy

1. Additional Definitions for Cognigy Cloud Services

“Cognigy Voice Gateway” means the Cognigy Voice Gateway component of the Cognigy Cloud Services used to connect to phone lines and contact center solutions. Use of the Cognigy Voice Gateway is limited to the maximum number of Concurrent Voice Gateway Sessions as set forth in an Order.

“Cognigy.AI Function(s)” means blocks of code defined within the Cognigy Cloud Services as a “Cognigy Function.” Each installation of the Cognigy Cloud Services may run up to 10 Cognigy.AI Functions concurrently, and each Cognigy.AI Function is subject to the execution time limits specified in the Documentation unless otherwise set forth in an Order.

“Concurrent Voice Gateway Sessions” means the number of simultaneous Sessions permitted when using the Cognigy Voice Gateway, which is referred to in the Documentation as Voice Gateway “lines.”

“Included Concurrent Voice Gateway Sessions” means the number of simultaneous Sessions permitted when using the Cognigy Voice Gateway. Any Sessions in excess of this number will be charged as Overage Concurrent Voice Gateway Sessions up to the Maximum Concurrent Voice Gateway Sessions Capacity. After that capacity is reached, additional Sessions will be rejected.

“Included Speech-to-Text (STT) Minutes” means the number of minutes during which the Cognigy Voice Gateway may convert speech audio to text using the applicable Third Party Service. If Customer exceeds the Included Speech-to-Text (STT) Minutes in a calendar month, Customer must purchase additional units of sixty thousand (60,000) Included Speech-to-Text (STT) Minutes at the fees specified in the Order.

“Included Text-to-Speech (TTS) Characters” means the number of characters that the Cognigy Voice Gateway may convert from text to speech audio using the applicable Third Party Service. If Customer exceeds the Included Text-to-Speech (TTS) Characters in a calendar month, Customer much purchase additional units of ten million (10,000,000) Included Text-to-Speech (TTS) Characters at the fees specified in the Order.

“Knowledge AI Base” means the base version of Cognigy Knowledge AI, including a minimum of 100,000 Knowledge AI Chunks and 100,000 Knowledge AI Queries.

“Knowledge AI Chunk” means a paragraph of text with limited length (e.g., 1,000 characters) stored in the Cognigy Knowledge AI database.

“Knowledge AI Query” means a search request performed against Cognigy Knowledge AI.

“Knowledge AI” means the Cognigy Knowledge AI component of the Cognigy Cloud Services, used as a vector store and search engine.

“Live Agent” means the Cognigy Live Agent component of the Cognigy Cloud Services, which provides an agent desktop for human agents to interact with End-Users, including chat capabilities.

“LLM Credits” means the credits purchased by Customer for the use of large language models in connection with the Cognigy Cloud Services through a Third Party Service. LLM Credits may be used at any time during a billing period. Any unused LLM Credits do not carry over to the next billing period and expire at the end of the then-current billing period.

“Maximum Concurrent Voice Gateway Sessions Capacity” means the maximum number of simultaneous calls that the Cognigy Voice Gateway component of the Cognigy Cloud Services can process as specified in the Order.

“Overage Concurrent Voice Gateway Sessions” means the number of simultaneous calls, calculated on a daily basis, that exceed the Included Concurrent Voice Gateway Sessions. These Sessions are charged at the Overage Concurrent Voice Gateway Session price specified in the Order.

“Security Package” means the component of the Cognigy Cloud Services that provides enhanced security features, including Web Application Firewall (WAF), Advanced DDoS and Bot Protection, and Bring Your Own Key (BYOK) capability.

“Third Party Service(s)” means services provided by a third party that can be connected to the Cognigy Cloud Services. The applicable terms and conditions of the third party service provider apply to such services. Third Party Services include large language models (LLMs), speech services (TTS and STT), and translation services.

“xApp(s)” means customizable micro-web applications that can be embedded into Conversations to enhance user experience and address Channel limitations through multimodal interactions.

Further details on Cognigy product descriptions and requirements to be found at https://docs.cognigy.com/.

2. Standalone Cognigy Cloud Services. The terms below apply to Cognigy Cloud Services purchased on a standalone (i.e., without other NiCE Cloud Services) basis.

2.1 Additional Definitions.

“Standard Support”, “Extended Support” and “Premium Support” are support options for Cognigy Cloud Services as defined in the Cognigy Cloud Services Support Terms.

2.2 Cognigy Cloud Services Support.

Support will be provided based upon the support tier (i.e., Standard, Extended, or Premium) selected by Customer.

Standard Support

Support Tickets: Support is available via a web portal through which Support tickets can be opened 24x7. Support tickets will be answered in accordance with the Target Response Times listed in the table below and must be reported through the user interface located at https://docs.cognigy.com/help/get-help/.

At a minimum, Support tickets must include the following information:

Description of the issue and steps to reproduce
Error message
Screenshot of the Cognigy Cloud Services console
Package export of the flow and its dependencies
Copy or screenshot of log files

Customer must collaborate as reasonably required with NiCE Cognigy Support personnel during the investigation of support tickets.

NiCE Cognigy does not require, and Customer shall not provide personally identifiable information for purposes of providing Support.

Support is delivered in English, unless Customer is in a location where Support in the local language is available.

Help Center: NiCE Cognigy’s Help Center is a collection of tutorials and articles, including an active online community of users with contributions by Cognigy Cloud Services certified developers, with up to date and historical insight available 24x7 accessible at https://support.cognigy.com.

Documentation Library: NiCE Cognigy’s online documentation includes technical and user documentation, including a range of Cognigy Cloud Services topics such as API reference documentation, troubleshooting techniques, relevant conceptual articles, tutorials, external integration examples and more accessible at https://docs.cognigy.com.

Extended Support (optional)

Extended Support includes all of the items listed in Standard Support, plus access to NiCE Cognigy’s telephone Support in accordance with the Target Response Times listed in the table below.

Premium Support (optional)

Premium Support includes all of the items listed in Extended Support, plus 24x7 access to NiCE Cognigy’s telephone Support in accordance with the Target Response Times listed in the table below.

Severity Levels and Target Response Times

Customer shall characterize the Severity Level of the reported incident based on the criteria described in the table below. NiCE Cognigy will determine the Severity Level based on the characterization. If NiCE Cognigy disagrees with the Severity Level as characterized by Customer, NiCE Cognigy will notify Customer and the Parties will discuss in good faith the final Severity Level.

NiCE Cognigy shall provide updates on the investigation, resolution or escalation of Support tickets within the Target Response Times listed in the table below based on the Severity Level of the Support ticket.

For Critical and High Severity Level incidents, NiCE Cognigy will assign suitably staffed support personnel, which will include at least a solution architect to continuously work on the Support ticket until the incident has been solved.

Business Day as used in the table below means, depending on Customer location, 9 am to 5 pm CT or 9 am to 6 pm CET between Monday and Friday.

Non-Supported Errors. NiCE Cognigy will have no obligation to provide Support for issues caused by any of the following (each, a “Non-Supported Error”): (a) modifications to the Cognigy Cloud Services not made by NiCE Cognigy; (b) use of the Cognigy Cloud Services other than as authorized in the Agreement or as expressly provided in the applicable Documentation; (c) use of an unsupported version of the Cognigy Cloud Services; or (d) third-party products that are not expressly specified in the Documentation as supported by NiCE Cognigy. If NiCE Cognigy determines that a submitted Case is for an issue caused by a Non-Supported Error, NiCE Cognigy will notify Customer as soon as reasonably practicable. If Customer agrees that NiCE Cognigy should provide Support for the Non-Supported Error via a confirming email, then NiCE Cognigy will have the right to invoice Customer at NiCE Cognigy’s then-current rates for any such Support provided by NiCE Cognigy.

Notwithstanding anything to the contrary contained in Section 7 of the NiCE Cloud Services Terms of Use and Delivery Policy, the Availability applicable to Cognigy Cloud Services purchased on a standalone basis shall be 99.95%, measured on a calendar quarter basis. For such standalone Cognigy Cloud Services only, all references to “calendar month” in Section 7.1 of the NiCE Cloud Services Terms of Use and Delivery Policy shall be deemed to refer to “calendar quarter.”