Software That Scales Your Customer Support Without Adding Employees

Terms of Service

Publication date: July 23, 2020
Effective date: August 31, 2020

Last Updated July 23rd, 2020. (View the Google Docs version here: https://bit.ly/3jt0RXY)

YesHello is a product of Narrative Consulting PLT.

Narrative Consulting PLT (“YesHello”, “Chatbot Malaysia”, “we”, “us”, or “our”) provides a Software as a Service (SaaS) based “Conversation Cloud” that allows our customers to store, manipulate, analyze and transfer messages between their business systems and their customers on a variety of YesHello-provided and third party messaging channels (the “Service”). A “Customer” is an entity with whom YesHello has an agreement to provide the Service.

This YesHello Terms of Service (the “Agreement”) is an agreement between the Customer and YesHello, together the “Parties” and each, a “Party”, and is entered the date the Customer signs up for a YesHello account through the YesHello website (the “Effective Date”).

If you register for a YesHello account, you acknowledge your understanding of these terms and enter the Agreement on behalf of Customer. You furthermore acknowledge that Customer is not domiciled in Malaysia. Please make sure you have the necessary authority to enter into the Agreement on behalf of Customer before proceeding.

BY USING ANY ELEMENT OF THE YESHELLO SOLUTION (INCLUDING THE WEBSITE), CUSTOMER ACKNOWLEDGES THAT CUSTOMER HAS READ, ACCEPTS AND AGREES TO BE BOUND BY AND COMPLY WITH THE TERMS AND CONDITIONS SET OUT IN THIS AGREEMENT, AS AMENDED FROM TIME TO TIME IN ACCORDANCE WITH SECTION 16(j). IF CUSTOMER DOES NOT ACCEPT AND AGREE TO BE BOUND BY THIS AGREEMENT, CUSTOMER WILL IMMEDIATELY CEASE ANY FURTHER USE OF THE YESHELLO SOLUTION, INCLUDING USE OF ANY PART THEREOF. CUSTOMER REPRESENTS AND WARRANTS TO YESHELLO THAT CUSTOMER HAS THE CAPACITY TO ENTER INTO THIS LEGALLY BINDING AGREEMENT. IF CUSTOMER IS USING THE YESHELLO SOLUTION ON BEHALF OF ANOTHER PERSON, CUSTOMER HEREBY REPRESENTS AND WARRANTS TO YESHELLO THAT CUSTOMER HAS THE AUTHORITY TO BIND SUCH PERSON TO THIS AGREEMENT.

1. Definitions
“Administrator Accounts” as defined in section 9.
“Administrative User” means an individual who is an employee or contractor of Customer and that Customer wishes to have access to and use of the YesHello Platform.
“Business” means either the Customer or Customer’s Client, as the case may be.
“Integrated Product” means any of the following: (i) Customer Application, (ii) Custom-Integrated Business Applications, and (iii) Pre-Integrated Third Party Business Applications.
“Chat Participant” means an individual who communicates with a Business (a “User”) or on behalf of a Business (an “Agent”) through the YesHello Platform.
“Conversation” means an exchange of any number of sent or received YesHello Messages between an individual Integrated Product and a Chat Participant in a month..
“Customer Account” as defined in section 9.
“Customer Application” means any software application or web site developed by Customer using or integrating with the YesHello SDK or APIs under the license terms of this Agreement.
“Customer’s Client” means any clients of the Customer.
“Customer Data” means any data, information, content, records, and files that Customer (or any of its Administrative Users, Customer’s Clients or Chat Participants) loads, receives through, transmits to or enters into the YesHello Platform, and any data, information, content, records and files that the YesHello Platform obtains from Customer’s servers or systems or from third parties on Customer’s behalf, including any and all intellectual property rights in any of the foregoing.
“Custom-Integrated Business Applications” means any business software applications used by Customer to interoperate with the YesHello Platform through the YesHello API, where such software has been integrated with the YesHello API by Customer, but which software, for greater certainty, excludes Pre-Integrated Third Party Business Applications and Customer Application(s).
“Messaging Channels” means either (i) web, iOS, Android or other messaging channel enabled by a YesHello SDK, (ii) SMS or email that is integrated with the YesHello Solution, or (iii) a Third Party Messaging Platform that is integrated with the YesHello Solution.
“Modifications” means modifications, improvements, customizations, updates, enhancements, aggregations, compilations, derivative works, translations, adaptations, and results from processing (including analyses, reports, databases, datasets, recommendations, and visual representations) in any form or medium, and “Modify” has a corresponding meaning.
“Personal Data” means any information relating to an identified or identifiable natural person any information relating to an identified or identifiable natural person (“Data Subject”)
“Pre-Integrated Third Party Business Applications” means third party business software used by Customer to interoperate with the YesHello Platform, where such software is already integrated with the YesHello Platform and is made available to Customer on the YesHello Website.
“Services” means the services provided by YesHello to Customer that facilitates the communication between a Business and Chat Participants through a variety of Messaging Channels, as more particularly described on the YesHello Website.
“YesHello API” means the application programming interface, sample source code, tools, webhooks, instructions, documentation, other materials, and any Modifications thereto, made available by YesHello to Customer to assist Customer in developing its Customer Application that interoperates with the YesHello Platform.
“YesHello Message” means any communication sent or received between a Chat Participant and a Integrated Product using any component of the YesHello Solution.
“YesHello Platform” means the software, hardware, and systems used by YesHello to host and make the Services available for Customer’s use, including the Website, and any Modifications thereto.
“YesHello Property” is as defined in section 5.
“YesHello SDKs” means the software development kits made available by YesHello for the development of software applications for each of iOS, Android, the web, and any Modifications thereto or future versions launched by YesHello for other platforms, that interoperate with the YesHello Platform, and “YesHello SDK” means any one of the foregoing software development kits, as the context requires.
“YesHello Solution” means: (i) the YesHello Platform; (ii) the YesHello API; (iii) the YesHello SDKs, (iv) any Modifications to the preceding.
“YesHello Website” means any websites used by YesHello to provide the YesHello Services, including the website located at www.yeshello.chat
“Third Party Messaging Platforms” means any third party platform that may be used by Chat Participants to transmit and receive messages with a Business, including but not limited to Facebook Messenger, WeChat, LINE, Telegram, Viber, and other platforms that YesHello may support in the future.
2. YesHello Platform
Provisioning of the YesHello Platform. Subject to Customer’s compliance with the terms and conditions of this Agreement, YesHello will make the YesHello Platform available to Customer on the terms and conditions set out in this Agreement, provided that: (i) Customer has read and accepted and is in compliance with its obligations under the applicable terms of use related to all applicable Third Party Messaging Platforms, Pre-Integrated Third Party Business Applications, and Custom-Integrated Business Applications; and (ii) has taken all steps as necessary to enable interoperability between the YesHello Platform and all applicable Third Party Messaging Platforms, Pre-Integrated Third Party Business Applications, and Custom-Integrated Business Applications, including acquiring the necessary approvals and API keys, whether directly or via Customer’s Clients, to access these messaging channels as a business.

3. License to YesHello API
License to YesHello API. Subject to Customer’s compliance with the terms and conditions of this Agreement, YesHello grants to Customer a limited, non-exclusive, non-transferable, non-sublicensable, revocable right and license during the Term to use the YesHello API solely (i) to enable the Customer Application to interoperate with the YesHello Platform or (ii) for developing or enabling Custom-Integrated Business Applications that will only be used by Customer to interoperate with the YesHello Platform in accordance with the terms of this Agreement and any other policies and guidelines published by YesHello from time to time.

4. License to Software Development Kits; EULA for Customer Application; Requirements for Customer Application
License Grant to Software Development Kit. Subject to Customer’s compliance with the terms and conditions of this Agreement, YesHello grants to Customer a limited, non-exclusive, non-transferable, non-sublicensable, revocable right and license during the Term to:
download, install and use the YesHello SDK from the YesHello Website and other sites linked from the YesHello Website solely to develop functionality within Customer Applications for facilitating communications between a Business and the Chat Participants through the YesHello Platform in accordance with the terms of this Agreement and any other policies or guidelines published by YesHello from time to time;
embed within the Customer Application the redistributable components of the YesHello SDK in object code form;

Additionally, YesHello grants Customers on paid subscriptions a limited, non-exclusive, non-transferable, non-sublicensable, revocable right and license during the Term to:

distribute the YesHello SDK to Customer’s Clients solely to enable Customer’s Clients to develop functionality in its software for facilitating communications between such Customer’s Clients and Chat Participants through the YesHello Platform in accordance with the terms of this Agreement and any other end-user license agreements, policies or guidelines published by YesHello from time to time.

End-User License Agreement for Customer Applications. Customer may permit Chat Participants to use Customer Applications to communicate with Customer through the YesHello Platform. Customer will enter into an end-user license agreement (“EULA”) with such Chat Participants as a condition of such Chat Participant’s use of any Customer Applications. Customer will ensure that the EULA contain terms that are no less protective of YesHello and the YesHello Platform as the terms of this Agreement.
Data Retention. YesHello will retain the history of every Conversation accessible for retrieval by Customer for a minimum of thirty (30) days.
5. Trademark License
During the Term, Customer hereby grants to YesHello a worldwide, non-exclusive, non-transferable and non-sub-licensable (other than to affiliates) royalty-free licence to use Customer’s trademarks and logos made available to YesHello by Customer as part of this Agreement, solely in connection with the marketing, advertising, and promotion of the YesHello Solution, including listing the Customer and the Customer Application on the YesHello Website; and only in accordance with Customer’s reasonable trademark usage guidelines, as updated by Customer from time to time. Customer may require YesHello to cease using Customer’s trademarks and logos if, in the reasonable opinion of Customer, the continued display of Customer’s trademarks and logos would cause a materially adverse effect on Customer’s image and the goodwill associated therewith.
During the Term, YesHello grants to Customer a limited, non-exclusive, non-transferable and non-sub-licensable (other than to affiliates) royalty-free licence to use YesHello’s trademarks and logos made available to Customer by YesHello as part of this Agreement, solely in connection with the marketing, advertising, and promotion of the YesHello Solution, and only in accordance with YesHello’s reasonable trademark usage guidelines, as updated by YesHello from time to time. YesHello may require Customer to cease using the YesHello’s trademarks and logos if, in the reasonable opinion of YesHello, the continued display of the YesHello’s trademarks and logos would cause a materially adverse effect on YesHello’s image and the goodwill associated therewith.
6. Reservation of Rights
YesHello expressly reserves all rights, title, and interest in, and Customer will not acquire any right, title or interest in: (i) the YesHello Solution (or any part thereof) and any other materials or content provided by YesHello under this Agreement, including any and all Modifications to any of the foregoing; and (ii) all intellectual property rights in any of the foregoing (clauses (i) and (ii) are collectively, the “YesHello Property”), in each case, subject to the license rights expressly granted under Section 2, 3, 4(a). All right, title and interest in the YesHello Property will remain with YesHello (or YesHello’s third party suppliers, as applicable). For greater certainty, the YesHello Property is licensed and not “sold” to Customer.

Customer shall retain all right, title, and interest to any modifications, extensions, or derivative works of the YesHello SDKs that Customer develops or has developed on its behalf (such modifications, extensions or derivative works, the “Customer Derivative Works”). The foregoing does not prevent YesHello from exploiting any YesHello Property, including any independently developed future developments, modifications, adaptations, changes, derivative works or new works, even if the foregoing is similar or functionally identical to the Customer Derivative Works. Accordingly, Customer will not assert, whether directly or indirectly, any of its intellectual property rights in or to the Customer Derivative Works against YesHello or any customers or clients of YesHello.

7. YesHello’s Right to Use Customer Data
Customer acknowledges and agrees that YesHello may store, use, reproduce, Modify, and transfer to its subcontractors, Customer Data, including Personal Data, solely in connection with delivering the Services under this Agreement. Customer further acknowledges and agrees that YesHello may store, use, reproduce, Modify, and transfer data that is not related to an identified or identifiable natural person, including aggregated or de-identified data, without limitation, for its internal business purposes, including but not limited to such purposes as analytics, quality assurance, product and service improvement, and new product and service development. Customer agrees to cause any Administrative User, Customer’s Client, and Chat Participant to agree to the same terms as this Section 7.

8. Privacy
Customer understands that Personal Data, including of Administrative Users, Customer’s Client and Chat Participants, will be treated in accordance with YesHello’s privacy policy (the “Privacy Policy”). Furthermore, YesHello agrees to observe the privacy and data protection requirements outlined in YesHello’s Service Data Privacy Statement (the “Service Data Privacy Statement”) when processing data on behalf of Customer during provision of the Service. The Privacy Policy, including the Service Data Privacy Statement, is hereby incorporated by reference and forms part of this Agreement.

9. Customer Accounts; Use Restrictions
Customer Accounts. Upon Customer’s request, YesHello will issue one or more administrator accounts (the “Administrator Accounts”) to Customer that provides Customer with the capability to create accounts for use by individuals who are an employee or contractor of Customer and that Customer wishes to have access to and use of the YesHello Platform (each, an “Administrative User”). Customer will ensure that Administrative Users only use the YesHello Platform through their Customer Account. Customer will not share the Administrator Accounts with any other person and will not allow Administrative Users to share their Customer Account with any other person. Customer will promptly notify YesHello of any actual or suspected unauthorized use of the YesHello Platform. YesHello reserves the right to suspend, deactivate, or replace any Customer Account or Administrator Accounts if it determines that the Customer Account or Administrator Account, as applicable, may have been used for an unauthorized purpose.
Use Restrictions. Customer acknowledges and agrees that it is responsible for the activities and communications of all Administrative Users and Chat Participants on the YesHello Platform, and the compliance by all Administrative Users, Customer’s Clients and Chat Participants with this Agreement, and any guidelines and policies published by YesHello from time to time. Without limiting the generality of any of the foregoing, Customer will not, and will not permit any other person (including any Administrative Users, Customer’s Clients or Chat Participants) to:
use the YesHello Platform to send, upload, collect, transmit, store, use, disclose or process, or ask YesHello to obtain from third parties or perform any of the above with respect to, any Customer Data:
that contains any computer viruses, worms, malicious code, or any software intended to damage or alter a computer system or data;
that Customer or the applicable Administrative User, Customer’s Client or Chat Participant does not have the lawful right to send, upload, collect, transmit, store, use, disclose, process, copy, transmit, distribute and display;
that is false, intentionally misleading, or impersonates any other person;
that is bullying, harassing, abusive, threatening, vulgar, obscene, or offensive, or that contains pornography, nudity, or graphic or gratuitous violence, or that promotes violence, racism, discrimination, bigotry, hatred, or physical harm of any kind against any group or individual;
that is harmful to minors in any way or targeted at persons under the age of 16;
that violates any applicable laws, or infringes, violates or otherwise misappropriates the intellectual property or other rights of any third party (including any moral right, privacy right or right of publicity); or
that encourages any conduct that may violate, any applicable laws or would give rise to civil or criminal liability;
disable, overly burden, impair, or otherwise interfere with servers or networks connected to the YesHello Platform (e.g., a denial of service attack);

attempt to gain unauthorized access to the YesHello Platform;

use any data mining, robots, or similar data gathering or extraction methods, or copy, Modify, reverse engineer, reverse assemble, disassemble, or decompile the YesHello Solution or any part thereof or otherwise attempt to discover any source code, except as expressly provided for in this Agreement;
use the YesHello Solution for the purpose of building a similar or competitive product or service; or
use the YesHello Solution other than as permitted by this Agreement;

Fair Use Policy. The YesHello Solution is intended to facilitate communications between Chat Participants and a Business in the context of marketing, selling and supporting the Business’ products and services. While YesHello sets no limits on the number of YesHello Messages that can be exchanged between any given Chat Participant and any given Business, in aggregate no Business shall exceed an average of 50 YesHello Messages per Active User Conversation in any given month. Such usage of the YesHello Platform exceeds any reasonable expectations of use and shall be deemed a violation of the terms of this Agreement and the Customer will immediately terminate the applicable Business rights and access to the YesHello Solution or pay excess usage fees as defined by YesHello.
10. Email and Web Support
Customer will generally have access to YesHello’s technical support from 10:00am to 5:00pm ET on weekdays (other than holidays observed by YesHello) through email support, or through the web site using our chat widget, or via self-help at https://www.yeshello.chat/contact-us

11. Fees and Payment
Fees. Customer will pay to YesHello the applicable fees described on the YesHello Website (the “Fees”) during the Term in accordance with the payment terms set out herein.
Third Party Messaging Platform Fees. For greater clarity, YesHello’s Fees do not include any charges that may be assessed by Third Party Messaging Platforms for access to or use of a channel. Such charges shall be the responsibility of Customer, whether paid directly to the Third Party Messaging Platforms or whether such access is resold through YesHello, in which case YesHello shall advise Customer in writing as to the applicable charges and Customer shall have the right to accept such charges or decline them and not use the associated channel. In the event a Third Party Messaging Platforms imposes special requirements on YesHello beyond API integrations, including but not limited to hosting endpoints unique to that channel, then YesHello shall have the right to charge Customer for this additional service and Customer shall have the right to accept such charges or decline them and not use the associated channel.
Payment Terms:.
All Fees shall be in Malaysian Ringgit;
YesHello shall charge and invoice Customer the applicable Fees, in advance, by credit card, on the Effective Date and on every monthly anniversary thereafter;

Subject to section 11(d) below, payment obligations hereunder are not subject to any set-off or withholding rights whatsoever, any and all of which are hereby expressly waived by Customer.
Disputed Invoices or Charges. If Customer in good faith disputes any portion of a YesHello invoice or charge, Customer may provide a dispute notice to YesHello with written documentation identifying and substantiating the disputed amount within fifteen (15) days from receipt of the applicable invoice or charge, and if applicable, at the time it pays the undisputed portion of such invoice, withhold payment of such disputed portion. If Customer does not report or does not provide such substantiating documentation within that period, Customer shall be deemed to have waived its right to dispute any and all portions of that invoice. For greater certainty, Customer shall pay all undisputed amounts of that invoice in accordance with section 10 (b) above.
Late Payment. Except for bona fide disputed amounts, any failure to make a payment of any Fees or taxes in strict conformity with the requirements of this section 10 entitle YesHello to suspend, in whole or in part, access to Services, until such payment is received. Additionally, YesHello shall assess and Customer shall pay a charge, compounded monthly, of the lesser of (a) 1.5% per month (19.56% per year) or (b) the highest amount allowed by law on all past due amounts (except amounts disputed pursuant to section (c) above). Furthermore, upon any such failure all outstanding amounts shall become due and payable without further delay.
Certain Taxes. The Fees set out in this Agreement do not include applicable taxes, duties, withholdings, tariffs, levies, customs, capital or income taxes or other governmental charges or expenses, including but not limited to value added tax, sales tax, consumption tax and similar taxes or duties as well as any current or future municipal, state, federal or provincial taxes, and Customer will pay, indemnify and hold harmless YesHello from same, other than taxes based on the net income or profits of YesHello.
12. Confidential Information
Definitions. For purposes of this Agreement, a Party receiving Confidential Information (as defined below) will be the “Recipient” and the Party disclosing such information will be the “Discloser” and “Confidential Information” means any and all information of Discloser disclosed by Discloser to Recipient or otherwise coming into the possession of Recipient during the Term that is marked as “confidential” or that a reasonable person would understand to be confidential; provided that Discloser’s Confidential Information does not include, except with respect to Personal Information: (i) information already known or independently developed by Recipient outside the scope of this relationship by personnel not having access to any Discloser’s Confidential Information; (ii) information that is publicly available through no wrongful act of Recipient; or (iii) information received by Recipient from a third party who was free to disclose it without confidentiality obligations. Notwithstanding the foregoing the terms and conditions of this Agreement and all YesHello Property (including any part thereof), whether marked as “confidential” or not, will be YesHello’s Confidential Information will not be Customer’s Confidential Information.
Confidentiality Covenant. Recipient hereby agrees that during the Term and at all times thereafter it will not: (i) disclose such Confidential Information of the Discloser to any person, except to its own personnel or affiliates having a “need to know” and that have entered into written agreements no less protective of such Confidential Information than this Agreement, and to such other recipients as the Discloser may approve in writing; (ii) use Confidential Information of the Discloser except to exercise its license rights or perform its obligations under this Agreement; or (iii) alter or remove from any Confidential Information of the Discloser any proprietary legend. Recipient will be deemed to have discharged its confidentiality obligations under this Section 11 (Confidential Information) if Recipient uses the same degree of care in safeguarding the Confidential Information of Discloser as it uses in protecting its own confidential information of a similar nature from unauthorized disclosure.
Exceptions to Confidentiality. Notwithstanding Section 12(b), Recipient may disclose Discloser’s Confidential Information: (i) to the extent that such disclosure is required by applicable law or by the order of a court or similar judicial or administrative body, provided that the Recipient promptly notifies the Discloser in writing of such required disclosure and cooperates with the Discloser to seek an appropriate protective order; (ii) to its employees, accountants, internal and external auditors, legal counsel and other professional advisors if and to the extent such persons need to know such Confidential Information in order to provide applicable professional advisory services related to YesHello’s business; or (iii) in the case of YesHello, to potential assignees, acquirers or successors of YesHello if and to the extent such persons need to know such Confidential Information in connection with a potential sale, merger, amalgamation or other corporate transaction involving the business or assets of YesHello.
13. Warranty; Disclaimer; Indemnity
Customer Warranty. Customer represents and warrants to, and covenants with, YesHello that (1) the Customer Data will only contain Personal Data in respect of which Customer has provided all notices and disclosures (including to each Data Subject), obtained all applicable third party consents and permissions and otherwise has all authority, in each case as required by applicable laws, to enable YesHello to provide the Services, including with respect to the collection, storage, access, use, disclosure and transmission of Personal Data, including by or to YesHello and to or from all applicable third parties (including third party providers of any Third Party Messaging Platforms); and (2) by connecting the WhatsApp Business Solution via the YesHello Platform, the Customer will be in compliance with the WhatsApp Business Solution Terms (https://www.whatsapp.com/legal/business-solution-terms/) at all times when accessing and using the WhatsApp Business Solution via the YesHello Platform.
GENERAL DISCLAIMER. EXCEPT AS SPECIFICALLY PROVIDED IN THIS AGREEMENT, THE YesHello SOLUTION (OR ANY PART THEREOF), AND ANY OTHER PRODUCTS AND SERVICES PROVIDED BY YESHELLO TO CUSTOMER ARE PROVIDED “AS IS”, “AS AVAILABLE”. FURTHERMORE, ANY PARTS OF THE YESHELLO SOLUTION DELIVERED THROUGH THE EARLY ACCESS PROGRAM, OR UNDER A FREE LABS SUBSCRIPTION ARE EXCLUDED FROM ANY WARRANTIES PROVIDED WITHIN THIS AGREEMENT.

TO THE EXTENT PERMITTED BY APPLICABLE LAW, YESHELLO HEREBY DISCLAIMS ALL EXPRESS, IMPLIED, COLLATERAL OR STATUTORY WARRANTIES, REPRESENTATIONS AND CONDITIONS, WHETHER WRITTEN OR ORAL, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY, MERCHANTABLE QUALITY, COMPATIBILITY, TITLE, NON-INFRINGEMENT, SECURITY, RELIABILITY, COMPLETENESS, QUIET ENJOYMENT, ACCURACY, QUALITY, INTEGRATION OR FITNESS FOR A PARTICULAR PURPOSE OR USE, OR ANY WARRANTIES OR CONDITIONS ARISING OUT OF COURSE OF DEALING OR USAGE OF TRADE. YESHELLO DOES NOT WARRANT THAT THE YESHELLO SOLUTION (OR ANY PART THEREOF) WILL OPERATE WITHOUT INTERRUPTION OR BE ERROR FREE, OR THAT ALL ERRORS CAN OR WILL BE CORRECTED. WITHOUT LIMITING THE GENERALITY OF ANY OF THE FOREGOING, YESHELLO EXPRESSLY DISCLAIMS ANY REPRESENTATION, CONDITION OR WARRANTY THAT ANY DATA OR INFORMATION PROVIDED TO CUSTOMER IN CONNECTION WITH CUSTOMER’S USE OF THE YESHELLO SOLUTION (OR ANY PART THEREOF) IS ACCURATE, OR CAN OR SHOULD BE RELIED UPON BY CUSTOMER FOR ANY PURPOSE WHATSOEVER.

THIRD PARTY MESSAGING PLATFORMS, CUSTOMER APPLICATION, PRE-INTEGRATED THIRD PARTY BUSINESS APPLICATIONS, AND CUSTOM-INTEGRATED BUSINESS APPLICATIONS DISCLAIMER. CUSTOMER ACKNOWLEDGES THAT YESHELLO’S PERFORMANCE OF ITS OBLIGATIONS UNDER THIS AGREEMENT IS DEPENDENT ON: (I) CUSTOMER HAVING TAKEN ALL STEPS NECESSARY TO ENABLE THE AVAILABLE INTEROPERABILITY BETWEEN THE YESHELLO PLATFORM AND ALL APPLICABLE THIRD PARTY MESSAGING PLATFORMS, CUSTOMER APPLICATION, PRE-INTEGRATED THIRD PARTY BUSINESS APPLICATIONS, AND CUSTOM-INTEGRATED BUSINESS APPLICATIONS (THROUGH USE OF THE YESHELLO API); AND (II) ACCESS TO SERVICES, SOFTWARE OR SYSTEMS OF THIRD PARTIES (INCLUDING THIRD PARTY SERVICE PROVIDERS OF ALL APPLICABLE THIRD PARTY MESSAGING PLATFORMS, PRE-INTEGRATED THIRD PARTY BUSINESS APPLICATIONS, AND CUSTOM-INTEGRATED BUSINESS APPLICATIONS) AND DATA STORED OR MAINTAINED THEREON (COLLECTIVELY, THE “EXTERNAL DEPENDENCIES”). YESHELLO IS NOT RESPONSIBLE FOR ANY EXTERNAL DEPENDENCIES AND WILL HAVE NO LIABILITY IN RESPECT OF ANY INTERFERENCE WITH CUSTOMER’S USE OR ANY USER’S USE OF OR ACCESS TO THE YESHELLO SOLUTION OR SECURITY OR PRIVACY BREACHES ARISING FROM OR ATTRIBUTABLE TO ANY EXTERNAL DEPENDENCIES, AND CUSTOMER WAIVES ANY AND ALL CLAIMS AGAINST YESHELLO IN CONNECTION THEREWITH.
Indemnity. Customer will defend, indemnify and hold harmless YesHello, its employees, officers, directors, affiliates, agents, contractors, successors, and assigns against any and all third party (including Administrative Users, Customer’s Client, and Chat Participants) liability (including damages, recoveries, deficiencies, interest, penalties and reasonable legal fees), directly or indirectly arising from or in connection with, or relating to: (i) Customer Data; (ii) Customer’s breach of any of Customer’s obligations, representations or warranties under this Agreement; (iii) use of the YesHello Solution (or any part thereof) by Customer, any Administrative User, any Customer’s Client or any Chat Participant in combination with any Customer Applications or any third party software, application or service; (iv) misrepresentation, criminal behaviour or gross negligence on the part of Customer, any Administrative User, any Customer’s Client, or any Chat Participant; or (v) any actual or alleged infringement, violation or misappropriation of the rights of any person (including intellectual property or privacy rights) as a result of Customer’s, any Administrative User’s, any Customer’s Client or any Chat Participant’s use of the YesHello Solution (or any part thereof) contrary to the terms of this Agreement. Customer will fully cooperate with YesHello in the defense of any claim defended by Customer pursuant to its indemnification obligations under this Agreement and will not settle any such claim without the prior written consent of YesHello.
14. Limitation of Liabilities
The Parties acknowledge that the following provisions have been negotiated by them and reflect a fair allocation of risk and form an essential basis of the bargain and will survive and continue in full force and effect despite any failure of consideration or of an exclusive remedy:

AMOUNT. IN NO EVENT WILL THE TOTAL AGGREGATE LIABILITY OF YESHELLO IN CONNECTION WITH OR UNDER THIS AGREEMENT EXCEED THE AMOUNT OF FEES PAID BY CUSTOMER IN THE PRIOR 12 MONTH PERIOD IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM OR MYR1,000, WHICHEVER IS THE LESSER. FOR GREATER CERTAINTY, THE EXISTENCE OF ONE OR MORE CLAIMS UNDER THIS AGREEMENT WILL NOT INCREASE THIS MAXIMUM LIABILITY AMOUNT. IN NO EVENT WILL YESHELLO’S THIRD PARTY SUPPLIERS HAVE ANY LIABILITY ARISING OUT OF OR IN ANY WAY CONNECTED TO THIS AGREEMENT.
TYPE. TO THE MAXIMUM EXTENT PERMITTED UNDER APPLICABLE LAW, IN NO EVENT WILL YESHELLO BE LIABLE TO CUSTOMER OR ANY USER FOR ANY: (I) SPECIAL, EXEMPLARY, PUNITIVE, INDIRECT, INCIDENTAL OR CONSEQUENTIAL DAMAGES, (II) LOST SAVINGS, PROFIT, DATA, USE, OR GOODWILL; (III) BUSINESS INTERRUPTION; (IV) ANY COSTS FOR THE PROCUREMENT OF SUBSTITUTE PRODUCTS OR SERVICES; (V) PERSONAL INJURY OR DEATH; OR (VI) PERSONAL OR PROPERTY DAMAGE ARISING OUT OF OR IN ANY WAY CONNECTED TO THIS AGREEMENT, REGARDLESS OF CAUSE OF ACTION OR THE THEORY OF LIABILITY, WHETHER IN CONTRACT, TORT (INCLUDING NEGLIGENCE, GROSS NEGLIGENCE, FUNDAMENTAL BREACH, BREACH OF A FUNDAMENTAL TERM) OR OTHERWISE AND EVEN IF NOTIFIED IN ADVANCE OF THE POSSIBILITIES OF SUCH DAMAGES.
15. Term and Termination
Term. This Agreement will commence on the Effective Date and continue to be in effect until your subscription has been terminated in accordance with the terms Customer agreed to on the YesHello website at time of signup (the “Term”). For greater certainty, if Customer has subscribed to an ongoing subscription, then such subscription will automatically renew at its expiry for the same period of time, at the then-current subscription rate described on the YesHello Website.
Termination For Convenience. Either Party may elect to terminate this Agreement and your subscription to YesHello services as of the end of your then current Term by providing notice, on or prior to the date thirty (30) days preceding the end of such Term. For clarity, per section 15(a), unless this Agreement and your subscription is so terminated, your subscription will renew for a Term equivalent in length to the then expiring Term.
Refunds and Termination Charges. No refunds or credits for Fees will be provided if you elect to terminate this Agreement prior to the end of your Term. If you terminate this Agreement prior to the end of your Term, or YesHello effects such termination pursuant to Section 15(d), in addition to other amounts you may owe YesHello, you must immediately pay any then unpaid Fees associated with the remainder of your Term. This amount will not be payable by you in the event you terminate as a result of a material breach of this Agreement by YesHello, provided that you provide advance notice of such breach to YesHello and afford YesHello not less than thirty (30) days to reasonably cure such breach as provided for in section 15(d).
Termination for Cause. A Party may terminate this Agreement for cause (a) upon thirty (30) days’ written notice to the other Party of a material breach if such breach remains uncured at the expiration of such period; or (b) if the other Party becomes the subject of a petition in bankruptcy or any other proceeding relating to insolvency, receivership, liquidation or assignment for the benefit of creditors. If this Agreement is terminated by you in accordance with this section, YesHello will, to the extent permitted by applicable law, refund you any prepaid fees covering the remainder of the Term after the effective date of termination. If this Agreement is terminated by YesHello in accordance with this section, you will pay any unpaid fees covering the remainder of the Term. In no event will termination relieve you of your obligation to pay any fees payable to YesHello for the period prior to the effective date of termination.
Survival. The following Sections, together with any other provision of this Agreement which expressly or by its nature survives termination or expiration, or which contemplates performance or observance subsequent to termination or expiration of this Agreement, will survive expiration or termination of this Agreement for any reason: Section 6 (Reservation of Rights), Section 7 (YesHello’s Right to Use Customer Data), Section 11 (Fees), Section 12 (Confidential Information), Section 13 (Warranty; Disclaimer; Indemnity), Section 14 (Limitation of Liabilities), Section 15(e) (Survival), and Section 16 (General Provisions).
16. General Provisions
Notices. Notices sent to either Party will be effective when delivered in person or by email, one day after being sent by overnight courier, or two days after being sent by first class mail postage prepaid to the official contact designated by the Parties and immediately after being received by the other Party’s server. Notices must be in writing and sent: (i) if to YesHello, to the address set out in the introductory paragraph of this Agreement; and (ii) if to Customer, to the current postal or email address that YesHello has on file with respect to Customer. YesHello may change its contact information by posting the new contact information on the YesHello Website or by giving notice thereof to Customer. Customer is solely responsible for keeping its contact information on file with YesHello through the YesHello Platform current at all times during the Term.
Assignment. Customer will not assign this Agreement to any third party without YesHello’s prior written consent, which consent will not be unreasonably withheld. YesHello may assign this Agreement or any rights under this Agreement to any third party without Customer’s consent in connection with any merger or change of control of YesHello or the sale of all or substantially all of YesHello’s assets provided that any such successor agrees to fulfill its obligations pursuant to this Agreement. Any assignment in violation of this Section will be void. The terms of this Agreement will be binding upon permitted assignees. This Agreement will inure to the benefit of and be binding upon the Parties, their permitted successors and permitted assignees.
Choice of Law. This Agreement and any action related thereto will be governed by and construed in accordance with the substantive laws of Malaysia, without regard to conflicts of law principles. The Parties will initiate any lawsuits in connection with this Agreement in Malaysia and irrevocably attorn to the exclusive personal jurisdiction and venue of the courts sitting therein. The U.N. Convention on Contracts for the International Sale of Goods will not apply to this Agreement.
Construction. Except as otherwise provided in this Agreement, the Parties rights and remedies under this Agreement are cumulative. The term “include” and “including” mean, respectively, “include without limitation” and “including without limitation.” The headings of sections of this Agreement are for reference purposes only and have no substantive effect. The terms “consent” or “discretion”, when used in respect of YesHello in this Agreement means the right of YesHello to withhold such consent or exercise such discretion, as applicable, arbitrarily and without any implied obligation to act reasonably or explain its decision to Customer.
Force Majeure. Neither Party will be liable for delays caused by any event or circumstances beyond YesHello’s reasonable control, including acts of God, acts of government, flood, fire, earthquakes, civil unrest, acts of terror, strikes or other labour problems (other than those involving YesHello employees), Internet service provider failures or delays, or the unavailability or Modification by third parties of third party websites.
Severable. Any provision of this Agreement found by a tribunal or court of competent jurisdiction to be illegal or unenforceable will be severed from this Agreement and all other provisions of this Agreement will remain in full force and effect.
Waiver. A waiver of any provision of this Agreement must be in writing and a waiver in one instance will not preclude enforcement of such provision on other occasions.
Independent Contractors. Customer’s relationship to YesHello is that of an independent contractor, and neither Party is an agent or partner of the other. Customer will not have, and will not represent to any third party that it has, any authority to act on behalf of YesHello.
Entire Agreement. This Agreement constitutes the entire agreement between the Parties with respect to the subject matter of this Agreement and supersedes all other communications, whether written or oral.
Amendments. Subject to the following sentence, no amendment, supplement, modification, waiver, or termination of this Agreement and, unless otherwise expressly specified in this Agreement, no consent or approval by any Party, will be binding unless executed in writing by the Party or Parties to be bound thereby. NOTWITHSTANDING THE PRECEDING SENTENCE, YESHELLO MAY UNILATERALLY AMEND THIS AGREEMENT, IN WHOLE OR IN PART (EACH, AN “AMENDMENT”), BY: (I) GIVING CUSTOMER PRIOR NOTICE OF SUCH AMENDMENT; OR (II) POSTING NOTICE OF SUCH AMENDMENT ON THE WEBSITE. UNLESS OTHERWISE INDICATED BY YESHELLO, ANY SUCH AMENDMENT WILL BECOME EFFECTIVE AS OF THE DATE THE NOTICE OF SUCH AMENDMENT IS PROVIDED TO CUSTOMER OR IS POSTED ON THE WEBSITE (WHICHEVER IS THE EARLIER). IF CUSTOMER HAS PREPAID ANY FEES TO YESHELLO AND PROVIDES NOTICE TO YESHELLO WITHIN 30 DAYS OF THE EFFECTIVE DATE OF AN AMENDMENT THAT CUSTOMER WISHES TO EXERCISE ITS TERMINATION FOR CONVENIENCE RIGHT PURSUANT TO SECTION 15(b) OF THIS AGREEMENT, THEN YESHELLO WILL REFUND CUSTOMER AN AMOUNT ON A PRO-RATED BASIS CALCULATED BASED ON THE EFFECTIVE DATE OF TERMINATION UNTIL THE END OF THE PREPAID SUBSCRIPTION PERIOD.
English Language. It is the express wish of the Parties that this Agreement and all related documents be drawn up in English. 

Privacy Policy

Publication date: July 23, 2020
Effective date: August 31, 2020
 
Last Updated July 23rd, 2020.  (View the Google Docs version here: https://bit.ly/3jt0RXY)

1. Introduction
This Privacy Policy is designed to help you understand what information we collect at YesHello (a product of Narrative Consulting PLT), how we use it, and what choices you have.

Some key terms are defined as follows, and throughout this document:

Narrative Consulting PLT (“YesHello”, “Chatbot Malaysia”, “we”, “us”, or “our”) is the company that collects and processes Personal Data for the purposes described in this Policy
Personal Data is any information relating to an identified or identifiable natural person (“Data Subject”)
Customer is a legal entity with whom YesHello has an agreement to provide the Services
2. About YesHello
YesHello provides a “Conversation Cloud” that allows our Customers to store, manipulate, analyze and transfer messages between their business systems and their customers on a variety of YesHello-provided and third party messaging channels (the “Service”).

YesHello is committed to the protection of Personal Data, including data that we use for our own purposes, and that we maintain on behalf of our Customers.

3. Collection and Use of Personal Data
YesHello collects information, including Personal Data, for the following purposes:

Providing and managing the Service
Internal business purposes
Communicating with you and marketing
Recruiting and managing personnel
Collecting payment for the Service
To understand and improve our Service and Website

This Policy is not intended to place any limits on what we do with data that is aggregated and/or de-identified so it is no longer associated with an identifiable individual (Data Subject) or Customer of the Services.

YesHello Services are not directed to children under 16. If you learn that a child under 16 has provided us with Personal Data without consent, please contact us.

Providing and managing the Service
In the course of providing the Service, YesHello may receive, access, analyze, process and maintain Personal Data on behalf of our Customers.

Our Customers determine the types of Personal Data that will be collected and used within the Service, how it will be used and disclosed, and how long it will be stored. For any questions related to how your Personal Data is used by our Customers, please contact them directly.

Service Data is the information that is processed on behalf of our Customers during provision of the Service.
YesHello’s privacy practices related to Service Data are not covered by this Privacy Policy. They are detailed in the YesHello Service Data Privacy Statement, or the applicable agreement relating to your access to and use of the Service.
Account Information, including contact information, user profile information, and information about your payment method, is collected from you when you register or authenticate into our Service and is used to manage payment for the Service, enable us to provide support, and facilitate communication.
YesHello’s privacy practices related to Account Information are detailed below and throughout this Privacy Policy.
Service Usage Information Is collected, including information about how you are accessing and using the Service. We use this information to understand and improve our Services, and to investigate and prevent security issues, abuse, fraud.
YesHello’s privacy practices related to Service Usage Information are detailed below and throughout this Privacy Policy.
Internal Business Purposes
YesHello collects the following information from you through our Website, social media, and other channels for the following purposes:

Communicating with you and marketing
Responding to your request for a product demo: When you request a free demo, we may collect your first and last name, job title, business email address, and information about your company. We use this information to contact you and otherwise facilitate your free demo.
Responding to your inquiries: When you contact us with a comment, question or complaint, you may be asked for information that identifies you, such as your name, address and a telephone number, along with additional information we need to help us promptly answer your question or respond to your comment. We may retain this information to assist you in the future and to improve our customer service and service offerings (including the Service and Website).
Informing you about products and services. We may use your contact information for our own marketing or advertising purposes. We do not sell or rent your Personal Data to third parties. You can opt out of these at any time by following the steps outlined below.
Recruiting and managing personnel
Processing your job application. If you apply for a job at YesHello, you may provide us with certain Personal Data about yourself, such as information contained in a resume, cover letter, or similar employment-related materials. We use this information for the purpose of processing and responding to your application for current and future career opportunities.
Managing employees and contractors. If you join the YesHello team as an employee or contractor, we will use the information you provided, as well as information we create about you, for human resources purposes including verifying your eligibility and qualifications, performance management, to provide compensation and benefits, investigate incidents, and otherwise facilitate the relationship.
Collecting payment for the Service
Collecting payment. For Customers that purchase a paid version of our Service, we collect and process information about how you use the Service, and your Account Information (including contact information, user profile information, and information about your payment method) for the purpose of billing you.
To Understand and Improve our Services and Website
Understanding how you use the Service. Service Usage Information is collected, including information about how you are accessing and using the Service. We use this information to understand and improve our Services, and to investigate and prevent security issues, abuse, fraud.
Visiting our Website. We collect the IP (Internet protocol) addresses of all visitors to our Website and other related information such as page requests, browser type, operating system and average time spent on our Website. We use this information to help us understand our Website activity, and to monitor and improve our Website. In addition to the information described above, our Website uses Cookies. Please refer to the Cookie Policy below for additional details.
Third Party Links.Our Website may contain links to other websites that YesHello does not own or operate. We provide links to third party websites as a convenience to the user. These links are not intended as an endorsement of or referral to the linked websites. The linked websites have separate and independent privacy policies, notices and terms of use. We do not have any control over such websites, and therefore we have no responsibility or liability for the manner in which the organizations that operate such linked websites may collect, use or disclose, secure and otherwise treat Personal Data. We encourage you to read the privacy policy of every website you visit.
4. Disclosure of your Personal Data
As a matter of practice, YesHello does not disclose, trade, rent, sell or otherwise transfer Personal Data, except as set out in this policy.

We may transfer or disclose Personal Data as follows:

Service Provider Arrangements. We may transfer (or otherwise make available) Personal Data to third parties who process it on our behalf for the purposes noted above. These third parties may access, process or store personal data in the course of providing these services, but based on our instructions only.
As of the date hereof, these third party providers include technical operations such as database monitoring, data storage and hosting services and customer support software tools.
Changes to our Business Structure. YesHello may share or disclose data if we engage in a merger, acquisition, bankruptcy, dissolution, reorganization, sale of some or all of YesHello’s assets, financing, acquisition of all or a portion of our business, a similar transaction or proceeding, or steps in contemplation of such activities (e.g. due diligence).
Compliance with Laws. YesHello and our Malaysian, US, and other Service Providers may share or disclose Personal Data to comply with legal or regulatory requirements and to respond to lawful requests, court orders and legal process.
Enforcing Our Rights, Preventing Fraud, and Safety. YesHello may share or disclose data to protect and defend the rights, property, or safety of us or third parties, including enforcing contracts or policies, or in connection with investigation and preventing fraud.
5. Your Rights
Access and Correction of Personal Data
If we receive a request from an individual to access or update Personal Data we have collected on behalf of a particular Customer, we will direct that individual to the relevant Customer. We will assist our Customers wherever possible in responding to individual access requests.

If you submit Personal Data via our Website or otherwise provide us with your Personal Data, you may request access, updating or correction of your Personal Data by submitting a written request to us. We may request certain Personal Data for the purposes of verifying your identity.

6. How We Protect Personal Data
YesHello takes security seriously. We take various steps to protect information you provide to us from loss, misuse, and unauthorized access or disclosure. These steps take into account the sensitivity of the information we collect, process and store, and the current state of technology.

To learn more about current practices and policies regarding security and confidentiality of Personal Data and other information, please see our Security Practices; we keep that document updated as these practices evolve over time.

7. Cookie Policy
YesHello uses cookies and similar technologies like single-pixel gifs and web beacons, to record log data. We use both session-based and persistent cookies.

Cookies are small text files sent by us to your computer and from your computer or mobile device to us each time you visit our website or use our desktop application. They are unique to your account or your browser. Session-based cookies last only while your browser is open and are automatically deleted when you close your browser. Persistent cookies last until you or your browser delete them or until they expire.

Some cookies are associated with your account and Personal Data in order to remember that you are logged in and which parts of the Service or Website you are logged into. Other cookies are not tied to your account but are unique and allow us to carry out site analytics and customization, among other similar things. If you access the Services through your browser, you can manage your cookie settings there but if you disable some or all cookies you may not be able to use the Services.

YesHello sets and accesses our own cookies on the domains operated by YesHello and its affiliates. In addition, we use third parties like Google Analytics for website analytics. You may opt-out of third party cookies from Google Analytics on its website. We do not currently recognize or respond to browser-initiated Do Not Track signals as there is no consistent industry standard for compliance.

8. Changes to this Privacy Policy
This Privacy Policy may be updated periodically to reflect changes to our Personal Data handling practices. The revised Privacy Policy will be posted on the Website. If you continue to use the Service or the Website after the changes are in effect, you agree to the revised Notice.

We strongly encourage you to please refer to this Privacy Policy often for the latest information about our Personal Data handling practices.

9. Contact Us
Please contact YesHello if:

you have any questions or comments about this Privacy Policy;
you wish to access, update, and/or correct inaccuracies in your Personal Data; or
you otherwise have a question or complaint about the manner in which we or our service providers treat your Personal Data.

You can reach the Chief Privacy Officer by emailing support@yeshello.chat or at our mailing address below:

Narrative Consulting PLT
Common Ground, Level 16 & 17, Nucleus Tower, No.10, Jalan PJU 7/6, Mutiara Damansara, 47800 Petaling Jaya, Selangor

If after contacting us you do not feel that we have adequately addressed your concerns, European individuals may exercise their rights as described in the following section.

10. European Union / Swiss Individuals
YesHello and its subsidiaries complies with the international framework regarding the collection, use, and retention of personal information transferred from the European Union and Switzerland to the United States. If there is any conflict between the terms in this privacy policy and the international legal framework, the international legal framework shall govern.

Complaints
In compliance with the International legal framework, YesHello commits to resolve complaints about our collection or use of your Personal Data.

European Union / Swiss individuals with inquiries or complaints regarding our International legal framework policy should first contact YesHello at support@yeshello.chat or at our mailing address below:

Narrative Consulting PLT
Common Ground, Level 16 & 17, Nucleus Tower, No.10, Jalan PJU 7/6, Mutiara Damansara, 47800 Petaling Jaya, Selangor

YesHello has further committed to refer unresolved International legal framework complaints to, an alternative dispute resolution provider located in the United States. If you do not receive timely acknowledgment of your complaint from us, or if we have not resolved your complaint, please contact or visit JAMS for more information or to file a complaint. The services of JAMS are provided at no cost to you.

Third Parties
We use a limited number of third party providers to assist us in providing the Services to our Customers. As of the date hereof, these third party providers perform technical operations such as database monitoring, data storage and hosting services and customer support software tools. These third parties may access, process or store personal data in the course of providing these services, but based on our instructions only.

Liabilities in cases of onward transfer
If we receive personal data subject to our certification under the International legal framework  and then transfer it to a third-party service provider acting as an agent on our behalf, we have certain liability under the International legal framework  if both (i) the agent processes the personal data in a manner inconsistent with the International legal framework  and (ii) we are responsible for the event giving rise to the damage.

Arbitration
You may also be able to invoke binding arbitration for unresolved complaints but prior to initiating such arbitration, a resident of Switzerland or a European country participating in the International legal framework  must first: (1) contact us and afford us the opportunity to resolve the issue; (2) seek assistance from JAMS; and (3) contact the U.S. Department of Commerce (either directly or through a European Data Protection Authority or the Swiss Federal Data Protection and Information Commissioner) and afford the Department of Commerce time to attempt to resolve the issue. If such a resident invokes binding arbitration, each party shall be responsible for its own attorney’s fees. Please be advised that, pursuant to the International legal framework , the arbitrator(s) may only impose individual-specific, non-monetary, equitable relief necessary to remedy any violation of the International legal framework  Principles with respect to the resident.

 

Service Data Privacy Statement
 

Last Updated July 23rd, 2020

1. Introduction
Narrative Consulting PLT (“YesHello”, “Chatbot Malaysia”, “we”, “us”, or “our”) provides a Software as a Service (SaaS) based “Conversation Cloud” that allows our customers to store, manipulate, analyze and transfer messages between their business systems and their customers on a variety of YesHello-provided and third party messaging channels (the “Service“).

This document is intended to supplement and clarify the YesHello Privacy Policy with regard to Personal Data processed on behalf of our Customers during provision of the Service (“Service Data“). This Privacy Statement for Service Data represents an Agreement between YesHello and the Customer and governs the use of Service Data. If there is any inconsistency between this Agreement and any negotiated Agreement between YesHello and the Customer, the terms of the negotiated agreement will prevail.

2. Definitions
Agent: an individual who communicates within the Conversation Cloud on behalf of the Customer
For example, a member of the Customer’s web support team, or a representative of a third party to whom support has been outsourced
Chat Participants: Agents and Users who communicate within the Conversation Cloud
Customer: a legal entity with whom YesHello has an agreement to provide the Services
For clarity, a Customer may be a Controller or a Processor of Personal Data. Where a Customer is a Processor of Personal Data, YesHello shall process Personal Data as sub-processor on behalf of the Controller. Instructions from the Controller regarding the processing Personal Data shall be given through the Processor.
User: an individual who communicates with a Customer or Agent within the Conversation Cloud
For example, a member of the public on Facebook Messenger, a visitor to the Customer’s Website, the holder of an SMS number, or the user of a mobile app

The following terms are used as defined in the EU General Data Protection Regulation (GDPR):

Controller: the natural or legal person, public authority, agency or other body which, alone or jointly with others, determines the purposes and means of the processing of personal data
Personal Data: any information relating to an identified or identifiable natural person (“Data Subject“)
Processor: a natural or legal person, public authority, agency or other body which processes personal data on behalf of the controller
Third Party: a natural or legal person, public authority, agency or body other than the data subject, controller, processor and persons who, under the direct authority of the controller or processor, are authorized to process personal data
3. Data We Process
This document is intended to supplement and clarify the YesHello Privacy Policy with regard to Personal Data processed on behalf of our Customers during provision of the Service (“Data Subject“)

YesHello may collect and process Personal Data about individuals for the purposes of account creation, billing, usage tracking, recruiting, and marketing. These data types and processing activities are governed instead by the YesHello Privacy Policy. Data that is not related to an identified or identifiable natural person, including aggregated or de-identified data, is not Personal Data and is not addressed by this document.

YesHello Services are not directed to children under 16. If you learn that a child under 16 has provided us with Personal Data without consent, please contact us.

4. Types of Service Data
YesHello may process the following types of Service Data on behalf of Customers:

User Profile Information
The YesHello API enables Agents to communicate with Users via multiple platforms such as social media (e.g., Facebook Messenger), email, SMS, and web apps (“Messaging Channels“). Each Channel transmits certain data about the User. Some examples include: First Name, Last Name, Email Address, Phone Number, IP Address, Location, Avatar/Image, Username/Handle, Linked IDs, and others.

The types of Personal Data transmitted in the User profile depend on the data collected by the Controller, and the User’s privacy settings and preferences. The Controller may be the Messaging Channel (e.g. Facebook, WeChat); or the Customer, when messages are received via [technology platform] (e.g. SMS, email), or web apps created using YesHello’s Software Development Kit.

Agent Profile Information
Customers may enable the configuration of profiles for their Agents, including details such as Name and Image.

Message Content
Message content may be structured or unstructured, and may or may not contain Personal Data. YesHello handles all messages in the Conversation Cloud as Personal Data.

Metadata
YesHello servers automatically record some information when Services are used, including information sent by browsers or mobile apps.

YesHello may collect information about the devices Services are being used on, including what type of device it is, operating system, device settings, application IDs, unique device identifiers, and crash data.

5. Purposes for Processing
YesHello processes the Personal Data types outlined above for the following purposes:

To provide and enhance our product and service offerings
To provide insights and statistics on an aggregated basis to help our Customers measure their performance, better understand their customers and improve their product and service offerings
To respond to Customer requests for support or assistance

This policy is not intended to place any limits on what we do with data that is aggregated and/or de-identified. It is no longer associated with an identifiable user or Customer of the Services and is therefore not Personal Data.

6. How We Protect Data
With regard to the Service and Service Data, YesHello acts as a Processor on behalf of Customers. Customers have primary responsibility for interacting with Data Subjects, and the role of YesHello is generally limited to assisting Customers as needed. YesHello processes Service Data only upon a Customer’s instruction and shall have a duty to respect the security and confidentiality of Personal Data, pursuant to the measures outlined in agreements with Customers and as required by applicable law.

Privacy Program
YesHello maintains a managed privacy program to identify risks and implement preventative measures. Our Chief Privacy Officer, supported by a network of senior professionals throughout the business and development teams, is responsible for managing the privacy program. The privacy program is and will be reviewed on a regular basis to provide for continued effectiveness.

Personal Data collected and processed by YesHello is governed by the YesHello Data Privacy Policy. Employees with access to Personal Data are trained on the Policy and their responsibility to protect the data, and they are bound by confidentiality agreements. YesHello has implemented a Privacy by Design (PbD) approach, and our development team receives specific training related to their job responsibilities.

Information Security
YesHello takes security seriously. We take various steps to protect information you provide to us from loss, misuse, and unauthorized access or disclosure. These steps take into account the sensitivity of the information we collect, process and store, and the current state of technology.

To learn more about current practices and policies regarding security and confidentiality of Customer Data and other information, please see our Security Notice, we keep that document updated as these practices evolve over time.

7. Transparency and Cooperation with Customers
YesHello undertakes to be transparent regarding its Personal Data processing activities and to provide Customers with reasonable cooperation to help facilitate their respective data protection obligations regarding Personal Data.

Data Breach Notification
In the event that YesHello becomes aware of any unauthorized access to or disclosure of Personal Data, YesHello will promptly notify affected Customers to the extent such notification is permitted by applicable law.

Customer Audits
Upon a Customer’s request, and subject to appropriate confidentiality obligations, YesHello shall make available to the Customer (or such Customer’s independent, third-party auditor) information regarding YesHello and third-party sub-processors’ compliance with the data protection requirements set forth in our agreements.

Certifications
If you require a particular certification for your business, please let us know your specific needs so we can include it in our certification prioritization and roadmap.

Obligations Upon Termination
Upon termination of the Services, YesHello shall, at the request of the Customer, delete, render un-identifiable, or return all Personal Data to the Customer. YesHello will certify that it has done so, unless legislation prevents it from returning or destroying the data. In that case, YesHello will protect the data in accordance with its commitments and will not actively process the personal data transferred anymore.

8. Sharing and Disclosure
There are times when information described in this privacy statement may be shared by YesHello. This section discusses how YesHello may share such information. Customers determine their own policies for the sharing and disclosure.

YesHello reserves the right to disclose or use aggregate or de-identified information for any purpose. For example, we may share aggregated or de-identified information with our partners or others for business or research purposes like telling a prospective YesHello Customer the average number of messages sent within a day.

Sub-processing by Third Parties
YesHello may retain third party sub-processors, and depending on the location of the third-party sub-processor, processing of Personal Data by such sub-processors may involve transfers of Personal Data. Such third-party sub-processors shall process Personal Data only in accordance with the Customer’s instructions.

As of the date hereof, these third party providers include technical operations such as database monitoring, data storage and hosting services and customer support software tools.

Such third-party sub-processors have entered into written agreements with YesHello in accordance with the applicable requirements.

Compliance with Laws
YesHello may share or disclosed data to comply with legal or regulatory requirements and to respond to lawful requests, court orders and legal process.

Enforcing Our Rights, Preventing Fraud, and Safety
YesHello may share or disclose data to protect and defend the rights, property, or safety of us or third parties, including enforcing contracts or policies, or in connection with investigation and preventing fraud.

Changes to our Business Structure
YesHello may share or disclose data if we engage in a merger, acquisition, bankruptcy, dissolution, reorganization, sale of some or all of YesHello’s assets, financing, acquisition of all or a portion of our business, a similar transaction or proceeding, or steps in contemplation of such activities (e.g. due diligence).

9. Data Subject Rights
YesHello acts as a data Processor on behalf of Customers. Customers have primary responsibility for interacting with Data Subjects, and the role of YesHello is generally limited to assisting Customers as needed.

Access, Correction, Amendment or Deletion Requests
YesHello shall promptly notify a Customer if YesHello receives a request from a Data Subject for access to, correction, amendment or deletion of that person’s Personal Data. YesHello shall not respond to any such Data Subject request without the Customer’s prior written consent except to confirm that the request relates to that Customer.

YesHello shall provide Customers with cooperation and assistance in a reasonable period of time and to the extent reasonably possible in relation to any request regarding Personal Data to the extent Customers do not have access to such Personal Data through their respective uses of the Services.

Handling of Complaints
Data Subjects may lodge a complaint about processing of their respective Personal Data by contacting the relevant Customer or the YesHello Privacy department at the email address support@yeshello.chat. YesHello shall promptly communicate the complaint to the Customer to whom the Personal Data relates.

Customers shall be responsible for responding to all Data Subject complaints forwarded by YesHello, except in cases where a Customer has disappeared factually or has ceased to exist in law or become insolvent. Where YesHello is aware of such a case, it undertakes to respond directly to Data Subjects’ complaints within thirty (30) days, including the consequences of the complaint and further actions Data Subjects may take if they are unsatisfied by the reply.

Regulatory Inquiries and Complaints
YesHello shall, to the extent legally permitted, promptly notify a Customer if it receives an inquiry or complaint from a data protection authority in which that Customer is specifically named. Upon a Customer’s request, YesHello shall provide the Customer with cooperation and assistance in relation to any regulatory inquiry or complaint involving YesHello’s processing of Personal Data.

10. Changes to this Statement
We may change this statement from time to time, and if we do we will post any changes on this page. If you continue to use the Services after those changes are in effect, you agree to the revised policy.

This document was last updated on July 23rd 2020.

11. Contacting YesHello
Please feel free to contact us if you have any questions about YesHello’s Privacy commitments or practices. You may contact us at support@yeshello.chat or at our mailing address below:

Narrative Consulting PLT
Common Ground, Level 16 & 17, Nucleus Tower, No.10, Jalan PJU 7/6, Mutiara Damansara, 47800 Petaling Jaya, Selangor

The GDPR (General Data Protection Regulation) is an important piece of legislation that is designed to strengthen and unify data protection laws for all individuals within the European Union. The regulation became effective and enforceable on the 25th May 2018.
YesHello’s commitment to data protection and the GDPR
As a provider of messaging services, data privacy is vital to YesHello, which is why we built our platform to the highest standards of privacy and security.

We’ve designed our platform, as well as our internal Privacy Program, to meet the requirements of European, Canadian and US privacy laws. Our customers are located around the world, so we design for a global standard.

We also recognize that protecting your data requires an enterprise-grade security program. Whether it’s granular access restriction or encrypting data in motion and at rest, you can have full confidence in how your company data, as well as the personal data of your users, is being processed, transferred and stored.

YesHello began to dedicate internal resources to the GDPR in July 2019 right after we launched our first public version of our software. We did this because we value our customers (and their customers) rights to privacy. Compliance with and to international law and regulations are very important to us.

Here’s a condensed version of the GDPR requirements and where we are on our journey:
– Conduct an information audit to determine what information you process and who has access to it. COMPLETED
– Have a legal justification for your data processing activities. COMPLETED
– Appoint a Data Protection Officer. COMPLETED
– Rewrite our Data Protection Addendum (DPA). COMPLETED
– Perform the necessary changes/improvements to our product based on the requirements:
Suppression Controls. COMPLETED
Contact Lookup. COMPLETED
– Provide clear information about your data processing and legal justification in your privacy policy. COMPLETED
– Take data protection into account at all times, from the moment you begin developing a product to each time you process data. COMPLETED
– Encrypt, pseudonymize, or anonymize personal data wherever possible. COMPLETED
– Create an internal security policy for your team members, and build awareness about data protection. COMPLETED
– Have a process in place to notify the authorities and your data subjects in the event of a data breach. COMPLETED
– Implement the required changes to our internal processes and procedures to maintain the latest privacy and security requirements. COMPLETED
Your Responsibility as a Data Controller
People who communicate using the platform have rights under the GDPR. It is your responsibility to communicate these rights to them and be prepared for their requests to exercise those rights. We have built features that make it simple and fast to do so.

The first thing you need to do when a user submits a request is to identify the data you have about them. The YesHello platform makes that easy by using unified customer profiles where channel identities, channel supplied metadata, application, and other custom metadata, and conversation history is stored.

You can respond to the request to access, correct, or delete personal data through our Contacts Module. User message content can be extracted and provided to the individual, or you can Delete Messages and Profile Information.

Make sure your Terms of Service or Privacy Policy properly communicate to your users how you are using YesHello (and any other similar services) on your website or app. We recommend you ensure your policies are up to date and clear to your readers.

If you are in the European Union you’ll likely want to sign a Data Processing Addendum (DPA) with YesHello. We’re happy to do so. Working with outside counsels, we’ve updated this document to be in compliance with the GDPR and other generally acceptable privacy laws. You can request this document at support@yeshello.chat.

Some of YesHello’s services (like the website chat widget) use cookies to authenticate and store the conversation with your contacts, your visitors should accept your cookies and privacy policy to make use of these services.

It’s your responsibility to comply with terms of use of the channels and third-parties you decide to integrate with YesHello.

Data Processing Addendum
In the course of providing our service, YesHello may process personal data on your behalf. In order to outline specifics of how we will perform this processing and what our obligations are as well as the obligations of our users/customers, we’ve developed a Data Processing Addendum (DPA) that we enter into free of charge with anyone that uses our service and requests it. This document forms part of a contract of service with YesHello (as the Data Processor) and our users/customers (as the Controllers). The DPA reflects the parties’ agreement with regard to the processing of personal data performed using our service.

As a Controller, in order to sign this agreement, you must review and digitally sign a copy of the Data Processing Addendum. Once you sign the agreement, you need to email to our Data Compliance Department at support@yeshello.chat. Our team will review and sign your submission within 7 working days and send you back digital copy.  With the receipt of the validly completed and digitally signed Agreement, this Agreement shall be in full force and effect.

You can request this document at support@yeshello.chat.

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We understand your concerns about the Data Privacy — we’ve been there! Keeping your data safe and secure is our top priority, and we’re committed to maintaining the highest standards.

Please feel free to contact us if you have any questions about YesHello’ Privacy and Security commitments or practices. You may contact us at support@yeshello.chat