Genesys Cloud Services terms and conditions

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Genesys Cloud maintains comprehensive, region-specific terms and conditions governing both direct customers and indirect resellers across multiple jurisdictions. The primary Genesys Cloud Services Agreement applies to direct customers, with localized versions available for Australia, Brazil, Japan, the European Union, New Zealand, and France. Direct customers utilizing Genesys apps are additionally subject to the Genesys apps addendum, while indirect customers and resellers operate under the Genesys Cloud End User Agreement, with separate versions for Japan and Brazil. France-based customers subject to Health Data Hosting (HDS) obligations under the French Public Health Code are governed by the France Health Data Hosting Addendum. A hierarchical conflict resolution mechanism establishes that applicable addendums take precedence over primary agreements regarding subject matter inconsistencies. Between June 2023 and January 2025, Genesys Cloud agreements underwent substantial updates to enhance compliance, clarity, and regional applicability. Key modifications include expanded definitions of "Agreement" to encompass Data Protection Agreements and other addenda, clarifications to Use Restrictions and Unlimited Liability sections, and refined data compliance provisions that replace consent requirements with lawful basis standards. The agreements now incorporate artificial intelligence references in compliance sections and grant Genesys rights to issue media releases announcing customers subject to prior written approval. Technical updates include modifications to subcontracting provisions, email-based notification options, and removal of end-of-life products such as Pointillist Services. Regional expansion efforts resulted in new agreements for Brazil covering both direct and indirect customers, updated Japan cloud agreements aligned with English versions and including standard data protection addenda, and country-specific terms for Australia and New Zealand addressing regulatory changes including UTC regime modifications. Additional updates encompassed the Analytics Add-on (A3S) services, corrections to cross-references and formatting issues, and alignment of End User Agreements with current service offerings. Documentation maintenance activities included clarifications regarding access to Terms and Conditions copies, correction of broken service links, and updates to the Japan End User Agreement to align with standard requirements and include the Pointillist services addendum. Customers with existing Services Orders predating the current agreement version may request previously applicable terms from their Genesys Sales representative. The revision history documents ongoing updates through 2026, reflecting Genesys Cloud's commitment to maintaining consistency across customer segments and service offerings.

Direct customers

The following terms and conditions apply to customers who purchase Genesys Cloud Services directly from Genesys.

Genesys Cloud Services AgreementClick to expand

Genesys Cloud Services Agreement (Australia)Click to expand

Genesys Cloud Services Agreement (Brazil)Click to expand

Genesys Cloud Services Agreement (Japan)Click to expand

Additional provisions for direct customers

Additional country-specific terms set forth below apply when Customer accesses the Cloud Services from the respective countries indicated. If the Customer uses Genesys apps, the additional terms and conditions specified in the Addendum below also apply. The Health Data Hosting Addendum below shall apply only to Customers subject to French HDS obligations, as defined in the French Public Health Code, and only to the extent that the Customer’s use of the services provided under the Agreement is also subject to such obligations. In the event of a conflict between this Agreement and any applicable Addendum, the terms of the relevant Addendum shall govern with respect to the subject matter of that inconsistency.

European UnionClick to expand

New ZealandClick to expand

France HDSClick to expand

France HDS - FrancaisClick to expand

Genesys apps addendumClick to expand

Indirect customers

The following terms and conditions are applicable to Genesys partners for use when reselling Genesys Cloud Services.

Genesys Cloud End User AgreementClick to expand

Genesys Cloud End User Agreement (Japan)Click to expand

Genesys Cloud End User Agreement (Japan BPO EUA)Click to expand

Genesys Cloud End User Agreement (Brazil)Click to expand

Note: If you signed a Services Order with Genesys prior to the latest version of the Genesys Cloud Services terms and conditions posted here and need a copy of the then-current version of the agreement, contact your Genesys Sales representative.

Revision historyClick to expand

Modified date (YYYY-MM-DD)	Revision
2026-09-25	Added new Genesys Cloud End User Agreement (Japan BPO EUA) and updated Genesys Cloud Services EUA for Japan.
2026-08-19	Updated Brazil SLA to indirect.
2026-03-18	Minor edits to Brazil SLA to align translation with the English version.
2026-01-16	Updated the European Union – Specific Terms to the Genesys Cloud Services Agreement: Corrected duplications of Effective Date and Data Act definitions Updated section 10.5.2
2026-01-07	Update to Genesys Cloud Services Agreement to revise the definition of PS app to Genesys apps and to Section 11. Replaced the RS2 and A3S section with Genesys apps addendum. Updated Genesys Cloud Services Agreement for Brazil.
2025-12-15	Replaces the France HDS agreement and added a section for the French HDS translation.
2025-11-21	Updated the Genesys Cloud Services Agreement to correct Section 8 from 8.1 to 8.2. Updated the European Union Services Agreement to align with the updated EU Data Act changes.
2025-09-12	Added European Union to the Additional provisions for direct customers section, updated the End User Agreement.
2025-08-06	Added France Health Data Hosting Addendum to the Additional provisions for direct customers section.
2025-07-22	Removed Australia from the list of Additional provisions for direct customers.
2025-06-17	This latest version creates a new, separate Genesys Cloud Services Agreement for Australian customers. The new version preserves the previous local law amendments, and has been re-formatted for ease of review, ACL and GST provisions have been updated, and a new clause around Genesys’ privacy obligations has been added.
2025-05-07	Renamed Analytics Add-on A3S to R2S and A3S Addendum.
2025-04-16	Removed additional references to Pointillist.
2025-03-12	Removed Pointillist.
2025-01-27	Updated to include these changes: Expanded the definition of “Agreement” in the preamble to include any addenda, such as DPAs. Added reference to PS Apps where applicable. Deleted reference to Pointillist Services as it is an end-of-life product. Made a couple of clarifying changes to the Use Restrictions section. Added clarifying language to the Unlimited Liability section. Redrafted subsection (iv) of Section 9.2 to avoid confusion regarding its intent for customers. In Section 11.2 (Data Compliance), replace “Customer represents and warrants that it has obtained all the consents necessary for Genesys to collect Customer Data” with “Customer represents and warrants that it has an appropriate lawful basis for Genesys to collect Customer Data.” Added “artificial intelligence” to the Compliance with Applicable Laws section. Modified the Marketing section to include Genesys’ right to issue a media release announcing that Customer has become a Genesys customer and use the Customer as a reference, subject to Customer’s prior written approval of content. Added clarifying language to the Subcontracting section. Modified the Notices section to allow notifications via email.
2024-09-27	Added Genesys Cloud Services Agreement for Indirect Customers for Brazil.
2024-09-16	Added Genesys Cloud Services Agreement for Direct Customers for Brazil.
2024-09-09	Updated and aligned Japan cloud agreement to present form of the English Genesys Cloud Services Agreement (GCSA), and added a data protection addendum as standard to the Japanese GCSA. Updated and aligned Japan Genesys Cloud EUA to present form of the English Genesys Cloud EUA.
2024-01-24	Updated Genesys Cloud Services EUA with Regional Clauses and Genesys Cloud Services EUA Addendum for Pointillist to align with previous updates. Updated the Genesys Cloud Services Agreement to correct formatting issues. Updated A3S Addendum and Pointillist Addendum to remove CX from the agreements.
2024-01-10	Updated the following articles and section: Genesys Cloud Services Agreement Genesys Cloud Country Specific Terms (Australia) Genesys Cloud Country Specific Terms (New Zealand) Genesys Pointillist Addendum Additional provisions for direct customers
2023-12-20	Corrected typo in Section 9.1.
2023-11-08	Under Additional provisions for direct customers, updated terms for Australia to address changes in the UTC regime. Under Indirect customers, updated Australia Country Specific Terms of the Genesys Cloud End User Agreement to address changes in the UCT regime.
2023-10-25	Under Additional provisions for direct customers, updated provisions for Australia, Section 11. The corrected version now refers to Section 11.4 instead of Section 10.4. Under Indirect customers, updated the Genesys Cloud End User Agreement to align with the new Genesys Cloud Services Agreement from October 11, 2023.
2023-10-18	Under Direct customers, updated Genesys Cloud Services agreement Sections 8.2, 10.4.1, and 12.1 to correct typos. Under Additional provisions for direct customers, updated provisions for Australia, New Zealand, Pointillist, and Analytics Add-on (A3S) to align with changes to the Genesys Cloud Services Agreement.
2023-10-11	Under Direct customers, updated the Genesys Cloud Services Agreement to address some provisions for direct customers in EMEA and in the European Union and the United Kingdom, and made additional changes to the agreement. Under Additional provisions for direct customers, removed the tabs and specific provisions for EMEA and the European Union and the United Kingdom.
2023-09-27	Updated the Australia-specific terms, Section 3, to align with the new security policy.
2023-09-13	Update to the Analytics Add-on (A3S) agreement, Sections 2.2A and 2.2B, and Appendix B1.
2023-08-16	Update to Genesys Cloud Services Agreement, Section 2.3, to include reference to “A3S” services. Addition of the Analytics Add-on (A3S) agreement.
2023-06-14	Addition of Genesys Cloud Terms translated for Japan. EUA (Japan) updated to align with standard EUA. Addition of Genesys Cloud End User Agreement Addendum for Pointillist.
2023-05-17	Updates to Sections 2.1, 5.1, 5.2.1, and 7.2. Updates to the URL in Section 11.7. Clarified the note that explains how to get a copy of the Terms and Conditions.
2023-04-06	Corrected the URL in Section 3.2. Updated the End User Agreement for Japan.
2023-04-03	Corrected a broken link to the Pointillist Services.
2023-03-07	Updated the Pointillist Addendum for direct customers to remove the Exhibit 1 SLA.
2022-12-12	Updated Genesys Cloud End User Agreement indirect terms to align with new Genesys Cloud direct terms.

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