Terms of Service and Use

1. Service Description and Deployment Options

TevVoice is a system for the automated analysis of omnichannel communications (calls, correspondence, chats) that performs speech-to-text transcription, mood/sentiment scoring, topic classification, and quality assurance (QA) checks. At its own choice, the Customer uses the Service under one of the following two options:

• Cloud Deployment (Cloud / SaaS): The Platform and the artificial intelligence (AI) models run on secure cloud infrastructure managed by the Company. The Customer’s recordings, correspondence, and metadata are transferred to cloud servers for processing, indexing, and display in the analytics dashboard.
• On-Premise Deployment: The Platform, processing containers, and localized AI models are installed exclusively on the Customer’s own servers or in a dedicated private cloud (private VPC). All recordings, texts, analyses, and databases remain within the Customer’s infrastructure. The Company has no access to the Customer’s data whatsoever, except where the Customer grants remote technical support access in writing and on a controlled basis.

2. Account Security and Rules of Use

• Access Management: Access to the Platform is granted to the Customer’s authorized employees (administrators, QA specialists, team leads, operators). The Customer is responsible for the proper assignment of role-based permissions (RBAC) and for safeguarding passwords.
• The following is prohibited:
  • a) Attempting to decompile, reverse engineer, or copy the Platform’s software code or AI models (in particular in On-Premise packages).
  • b) Using the Service for purposes contrary to the laws of the Republic of Armenia or international norms, or for processing unlawful content.
  • c) Circumventing the established volume limits (the number of licensed minutes and records).

3. Intellectual Property and Data Ownership

3.1 Customer Data

The Customer is the sole and exclusive owner of all audio files, call recordings, chats, emails, and employee data uploaded by it to the Platform (“Customer Data”).

3.2 AI Model Training

The Company DOES NOT USE the Customer’s confidential conversations or business data to train public or general-purpose AI models without the Customer’s prior written consent. In the Cloud option, data is processed solely for the purpose of providing the ordered Service. In the On-Premise option, the models operate entirely within the local environment.

3.3 Company Intellectual Property

All intellectual property rights in the TevVoice platform, algorithms, software, interface, and documentation belong to Tev Technologies CJSC. Under the On-Premise option, the Customer is granted a non-exclusive, non-transferable, limited license to use the software for the term of the subscription.

4. Legal Compliance and Recording Notices

• Legal Grounds for Call Recording: The Customer acknowledges and agrees that it bears sole responsibility for complying with the requirements of applicable law regarding the recording and analysis of telephone calls (including informing callers in advance, notifying them through an IVR system, or obtaining the necessary consents).
• Employment Relations: The Customer independently ensures that its employees (operators) are notified and that employment law is complied with in connection with work activities and automated quality assessment.

5. Payments, Pricing, and Limits

The price of the Service (Essential, Growth, Scale, Enterprise) is set out in the relevant Order Form, with a monthly or annual commitment. Each plan includes a set number of analyzed records and minutes. If the set limits are exceeded, the additional fees (Add-ons) provided for in the pricing plan apply.

The validity of the On-Premise license is conditional upon timely payment.

6. Disclaimer of Warranties and Limitation of Liability

TevVoice uses advanced natural language processing algorithms (for Armenian, Russian, and English). Speech recognition and automated sentiment scoring are supporting analytical tools, and the Company does not guarantee that automatically generated texts are 100% error-free. The Service is provided on an “AS IS” basis. The Company’s total liability under these Terms is limited to the amount actually paid by the Customer during the preceding 12 months.

7. Governing Law and Contacts

These Terms are governed by the laws of the Republic of Armenia. Disputes arising from these Terms shall be heard by the competent courts of the Republic of Armenia (in the city of Yerevan).