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stratusCX Terms & Support

StratusCX provides our software without restrictions other than it's limited to use as part of Genesys Cloud.   StratusCX relies on the service availability of Genesys Cloud.

Support Agreement

This Software Support Agreement ("Agreement") is entered into between StratusCX and the customer ("Customer") who has licensed StratusCX software products ("Products") on the effective date of purchase. This Agreement outlines the support services provided by StratusCX to the Customer and is valid throughout the subscription period.


Support Services

  1. StratusCX agrees to provide support services to the Customer during business hours, which are defined as 8:00 a.m. to 5:00 p.m. Eastern Time, Monday through Friday, excluding federal holidays. The support services include:

  • Assistance with software installation, configuration, and use

  • Investigation and resolution of software errors and issues

  • Technical support and guidance via phone and email


Severity Levels

  1. StratusCX support services are organized into three severity levels. The severity level is determined by the impact of the issue on the Customer's use of the Products.

  • Severity 1: Critical Issue. The Products are unusable or severely impaired, and no workaround is available. StratusCX will respond within 2 business hours.

  • Severity 2: Major Issue. The Products are partially impaired, and no reasonable workaround is available. StratusCX will respond within 4 business hours.

  • Severity 3: Minor Issue. The Products are usable but have limited functionality, or a non-critical issue that requires assistance. StratusCX will respond within 8 business hours.



  1. StratusCX's support services are subject to the availability and functionality of third-party services, including Genesys Cloud. StratusCX is not responsible for any errors, issues, or downtime caused by third-party services.


StratusCX's support services do not cover the following:

  • Support for Products that have been modified by the Customer or a third party.

  • Support for Products that have been discontinued by StratusCX.



  1. This Agreement will automatically terminate at the end of the subscription period, unless the Customer renews the subscription. 


Governing Law

  1. This Agreement will be governed by and construed in accordance with the laws of the State of North Carolina, without regard to its conflicts of law provisions.

Warranty and Liability


Warranty Disclaimer

  1. The software is provided "as is" without warranty of any kind, either express or implied, including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose.

Limitation of Liability

  1. In no event shall StratusCX be liable for any special, incidental, indirect, or consequential damages whatsoever (including, without limitation, damages for loss of business profits, business interruption, loss of business information, or any other pecuniary loss) arising out of the use of or inability to use the software, even if StratusCX has been advised of the possibility of such damages.


Entire Agreement

  1. This Agreement constitutes the entire agreement between the parties with respect to the subject matter hereof and supersedes all prior and contemporaneous agreements or understandings, whether oral or written.


By licensing StratusCX software products, the Customer agrees to be bound by the terms and conditions of this Agreement.

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