Hootsuite Social Customer Care App Terms
Last Modified: May 31, 2024
The following terms (“Hootsuite Social Customer Care App Terms”) will govern your access and use of the Hootsuite Social Customer Care App. These terms shall apply in addition to the “Last Modified” online version of the Hootsuite App Directory Terms (published at https://www.hootsuite.com/legal/app-directory-tos) and will be incorporated into and form part of the Hootsuite Terms of Service (as defined below).
Any terms that are capitalized and not defined in these Hootsuite Social Customer Care App Terms shall have the meanings defined in the Hootsuite Terms of Service (as defined hereunder) and the Hootsuite App Directory Terms.
1. Key Definitions
“AppExchange” means SFDC’s online directory of (i) applications that interoperate with the SFDC Services and (ii) consulting partner services.
"Hootsuite Social Customer Care App" or “Customer Care App” means Hootsuite’s Social Customer Care software application that integrates with the SFDC Services that you may request access to via the AppExchange or the Hootsuite AppDirectory, and includes any updates or other changes to the app.
“Hootsuite Terms of Service” means, as applicable, the Hootsuite Enterprise Terms of Service published at https://hootsuite.com/enterpriseterms and/or any other agreement governing your use of and access to the Hootsuite Services.
“SFDC” means the relevant Salesforce entity providing you with the SFDC Services.
“SFDC Services” means the products and/or services that you have ordered from and are provided by SFDC and which will interoperate with the Hootsuite Social Customer Care App. For the avoidance of doubt, SFDC Services are considered Third-Party Services.
2. License, IP Rights and Restrictions
Requests for access to the Customer Care App can be submitted through the AppExchange or the Hootsuite App Directory. Hootsuite manages permissions to use the Customer Care App and reserves the right to refuse access to you at its sole discretion. Where Hootsuite has granted you the relevant permission to access, your use of the Customer Care App will be subject to having the relevant Hootsuite Services and SFDC Services as may be required to operate the Customer Care App.
Where Hootsuite has granted you permission to access the Customer Care App, subject to your compliance with these Hootsuite Social Customer Care App Terms and your payment of additional fees as agreed between you and Hootsuite, Hootsuite grants you a limited, non-exclusive, non-transferable, revocable license to access and use the Customer Care App for the term indicated in the applicable Authorization Form. Subject to the foregoing, (a) Hootsuite owns all right, title, and interest, including all intellectual property rights, in and to the Customer Care App, and (b) SFDC owns all intellectual and other proprietary rights in and to the AppExchange and the SFDC Services.
You acknowledge and agree that SFDC may (i) collect and publish reviews written by you or your Authorized Users related to the Customer Care App, and (ii) collect and publish additional data and metrics about your use of the Customer Care App, such as the number of installations.
You will ensure that your use, and your Authorized Users’ use, of the Customer Care App and the SFDC Services does not violate the SFDC Acceptable Use and External Facing Services Policy or the Artificial Intelligence Acceptable Use Policy (as amended), available here: https://www.salesforce.com/company/legal/agreements/.
3. Salesforce AppExchange
Your use of the AppExchange is subject to the Salesforce Program Agreement published at https://www.salesforce.com/eu/company/program-agreement/#appexchange. SFDC reserves the right, for any reason at any time (as SFDC decides in its sole discretion), to refuse to list the Customer Care App on, and/or to remove the Customer Care App from the AppExchange. In such cases, Hootsuite will remove the Customer Care App from the Hootsuite App Directory and will not be liable for such removal. YOU ACKNOWLEDGE AND AGREE THAT HOOTSUITE DOES NOT OWN, PROVIDE, MAINTAIN OR SUPPORT THE APPEXCHANGE AND THAT HOOTSUITE IS NOT RESPONSIBLE OR LIABLE FOR YOUR ACCESS AND USE OF THE APPEXCHANGE.
4. Transfers and Use of Data
4.1 We may receive information from SFDC relating to your configuration and use of the Customer Care App (“Customer Configuration/Usage Data”). To the extent Hootsuite receives access to Customer Configuration/Usage Data in or from SFDC’s systems, SFDC is not responsible for the privacy, security or integrity of Customer Configuration/Usage Data once transferred to Hootsuite. For more information on the data we collect and how we use it, please review our privacy policy: https://www.hootsuite.com/legal/privacy.
5. Availability
The Hootsuite Service Level Agreement (published at https://www.hootsuite.com/legal/enterprise-service-level-agreement) applies to the Customer Care App; provided that Service Interruptions (as defined in the Hootsuite Service Level Agreement) includes any unavailability caused by SFDC (e.g. SFDC security reviews of the Customer Care App, such as remote application-level security testing and network-level security testing including a vulnerability threat assessment).
6. Suspension
If Hootsuite reasonably believes that you have breached these Hootsuite Social Customer Care App Terms, Hootsuite may suspend your access to the Customer Care App without notice and without refund of any fees.
7. Interpretation
Notwithstanding anything in the Hootsuite Terms of Service, these Hootsuite Social Customer Care App Terms will prevail to the extent of any conflict with the Hootsuite Terms of Service (including the Hootsuite App Directory Terms) to the extent applicable to your access and use of the Customer Care App.