Please carefully read the following Genesys Care Tools Terms and Conditions before downloading or using any Genesys Care tools and their related documentation (collectively, “these tools”). By clicking on the Download button or otherwise using any of these tools, you agree to be bound by these terms and conditions.

1. Definition

The Genesys Care Tools have been developed by Genesys to help customers and partners with improved issue resolution and other maintenance activities related to purchased Genesys products. These tools are not part of the official Genesys product suite, and as such are not covered under maintenance or warranty but may be used at your own risk for issue resolution purposes only. Our tools are available to Genesys Business Care, Business Care Plus and Premium Care accounts that are active on maintenance; however, some tools may require the fulfillment of certain qualifications.

2. Restrictions of use

You agree that you may not (without limitation):

• Copy, reproduce, make available to the public or otherwise use any part of these tools in a manner not expressly permitted under these Terms and Conditions;
• Provide your password to any other person or use any other person's user name and password;
• Reverse-engineer, decompile, disassemble, modify or create derivative works based on these tools or any part thereof;
• Circumvent any technology used by Genesys, its licensors, or any third party to protect content accessible through these tools;
• Rent or lease any part of these tools;
• Use these tools in a way that violates any of these Terms and Conditions;
• Circumvent any territorial restrictions applied by Genesys;
• Artificially increase functionality or otherwise manipulate these tools, by using a script or other automated process;
• Copy or process any local files or other data which you have not legally acquired onto your local machine or other device using these tools;
• In addition to the above, you agree to take all reasonable care to prevent unauthorized use of these tools.

3. Changes to the Tools

Your requests for bug fixes and enhancements will be tracked as Support Cases or Feature Requests in the Customer Care case management system. Genesys reserves the right to update these tools and/or related documentation with no obligation to you. If a tool is updated, any customer who experiences a problem with an earlier version will be asked to upgrade to the most current version.

4. Changes to these Terms and Conditions

Genesys may make changes to the Genesys Care Tools Terms and Conditions at its sole discretion. If we make any changes to these Terms and Conditions, we will notify you by posting the new version of the Terms on the Genesys Customer Care website. It is your own responsibility to check the website for such postings from time to time. You may also be asked to re-acknowledge and reaccept the Terms following any material changes. Your continued use of the tools following the posting or other notice of changes to the Terms will constitute your acceptance of such changes.

5. Proprietary Rights and License

All trademarks, copyrights, database rights and other intellectual property rights of any nature in these tools together with the underlying software code are owned directly by Genesys.

6. Data Protection

Genesys is strongly committed to preserving the privacy of its customers. We maintain strict security standards and procedures with a view to preventing unauthorized access to your data by anyone, including our staff. We use leading technologies such as (but not limited to) data encryption, firewalls and server authentication to protect the security of your data. All our staff adhere to our privacy standards and allow us to audit them for compliance. However, Genesys does not assume any responsibility for the protection of any confidential data that you may send to us using the Genesys Care Tools, and Genesys has no need to transmit, store, or process sensitive data.

When reporting product-related issues to Genesys Customer Care, it may be helpful to provide output from these tools as extra information. However, Genesys is not responsible for the accuracy of data provided using these tools.

The Genesys Customer Care suite of tools does not support GDPR access or erasure requests. In order to meet EU GDPR (European Union General Data Protection Regulation) compliance, customers/partners should reference the respective Tool User Guide(s) for GDPR compliant information and recommendations.

7. Warnings

Some of these tools will interact directly with your Genesys deployment. Therefore, use caution when using these tools in a production environment. Some examples:

Log File Management Tool (LFMT):

Depending on the log configuration and log volume, changing the log level to a higher priority or specifying a more frequent log collection interval may cause a greater number of outputs and therefore larger logs. This could affect system performance. Likewise, changing the log level to a lower verbosity or specifying a less frequent log collection interval may cause log events to not be logged at all, or to not be logged to specific levels, thereby losing important information. The same applies to any alarms associated with a particular log event.

LFMT could affect network performance. Please read the documentation carefully before deploying LFMT in a production environment. Be aware that LFMT will consume network and application server resources. Capacity planning is strongly recommended before deploying LFMT.

Alarm Monitoring:

Alarm monitoring will require alarm messages to be sent across the network to the Genesys Monitoring Center. Genesys is not responsible for the security of messages sent over the network.

Workbench:

Workbench could affect network performance. Please read the documentation carefully before deploying Workbench in a production environment. Be aware that Workbench will consume network and application server resources. Capacity planning is strongly recommended before deploying Workbench.

Data collected by Workbench (including metrics, alarms, changes in configuration files, and log events) is stored locally in the customer environment. The customer is responsible for protecting this data.

8. Third Party Libraries

Certain third-party libraries used by these tools are open source technology subject to licensing terms of those third parties. For the Genesys Care Mobile App, click here to see the third-party terms. For other Genesys Care tools, see the Third_Party_Licensing_Terms.txt file in the tool’s download package for those terms.