SalesScreen Terms & Privacy

Version 2
April 19, 2017
Version 1
February 3, 2014

1 - Terms of Service

This SalesScreen Terms of Service Agreement (“Terms of Services” and/or “Agreement”) is entered into between Dogu AS, all of its subsidiaries and all of its parent companies (collectively, “Dogu”, “we” and/or “us”) and the individual or entity that accesses and/or use the service SalesScreen and all of its sub-services provided by Dogu AS as set forth in this Agreement (collectively, the “Services”), including without limitation, any employee, independent contractor, invitee or agent of such individual or entity whether or not a subscriber to the Services or the Services have been paid for by anyone (“User”, “you” and/or “your”).
BY CREATING YOUR ACCOUNT, ACCESSING AND/OR USING THE SERVICES (AS DEFINED HEREIN), YOU AGREE TO COMPLY WITH AND BE BOUND OF THIS AGREEMENT AND BY THE SALESSCREEN PRIVACY POLICY. DOGU MAY MODIFY THIS AGREEMENT AT ANY TIME WITHOUT PRIOR NOTICE. CONTINUED USE OF THE SERVICE WILL BE CONDITIONED UPON THE VERSION OF THIS AGREEMENT THAT IS IN EFFECT AT THE TIME OF YOUR USE. BY ACCESSING AND/OR USING THE SERVICES YOU ARE AGREEING TO BE BOUND BY THIS AGREEMENT AND YOU ARE URGED TO READ CAREFULLY THIS ENTIRE AGREEMENT AND PRINT AND RETAIN A COPY FOR YOUR RECORDS. IF YOU DO NOT AGREE TO ALL OF THE TERMS AND CONDITIONS CONTAINED IN THIS AGREEMENT, YOU ARE NOT AUTHORIZED TO AND SHOULD NOT ACCESS OR USE THE SERVICES.

1 - General Provisions

1 - Scope
The following Terms of Services govern all use of salesscreen.com and all products, content, features and services that the website and sub-domains of the website offers, including but not limited to applications available on iOS, Android and ChromeOS. The website is owned and operated by and is the sole property of Dogu. Please read these Terms of Use and the Privacy Policy incorporated herein carefully before accessing or using this website or Services. Any use of the Services means that you are bound by the terms and conditions of this Agreement. If you do not agree to the terms and conditions set forth herein you cannot use or access the Services. The Services are only available to individuals who are at least 13 years old.

2 - Right of withdrawal

3 - Invoicing
4 - Cancellation and Termination
5 - Updates and Amendments

2 - Subscription

1 - Subscription information

2 - Term and Automatic renewal

3 - Your account

4 - Invoicing

5 - Limitations due to chosen subscription plan
SalesScreen STARTER
SalesScreen PRO
SalesScreen ENTERPRISE

3 - General Terms

1 - Content Disclaimers
  1. the downloading, copying and use of the Content will not infringe the proprietary rights, including but not limited to the copyright, patent, trademark or trade secrets, of any third party;
  2. if your employer has rights to intellectual property you create, you have either (i) received permission from your employer to post or make available the Content, including but not limited to any sensitive company data, or (ii) secured from your employer a waiver in respect to all rights to the Content;
  3. you have fully complied with any third-party licenses relating to the Content, and have done all things necessary to successfully pass through to end users any required terms;
  4. the Content does not contain or install any viruses, worms, malware, Trojan horses or other harmful or destructive content;
  5. the Content is not spam, is not machine- or randomly-generated, and does not contain unethical or unwanted commercial content designed to drive traffic to third party sites or boost the search engine rankings of third party sites, or to further unlawful acts (such as phishing) or mislead recipients as to the source of the material (such as spoofing);
  6. the Content is not pornographic, does not contain threats or incite violence, and does not violate the privacy or publicity rights of any third party;
  7. the Content does not mislead others into thinking that you are another person or company. For example, your company's name or email address is not the name of a person other than yourself or company other than your own;
  8. your SalesScreen account is not getting advertised via unwanted electronic messages such as spam links on newsgroups, email lists, blogs and web sites, and similar promotional methods;
  9. your SalesScreen account does not contain Content that misleads your viewers and readers into thinking that you are another person or company. For example your name is not the name of a person other than yourself or company other than your own; and
  10. you have, in the case of Content that includes computer code, accurately categorized and/or described the type, nature, uses and effects of the materials, whether requested to do so by Dogu or otherwise.
  • Without limiting any of these representations or warranties, Dogu has the right (though not an obligation) to, in Dogu's sole discretion (i) refuse or remove any content that, in Dogu's reasonable opinion, violates any Dogu policy or is in any way harmful or objectionable, or (ii) terminate or deny access to and use of SalesScreen to any individual or entity for any reason, in Dogu's sole discretion. Dogu will have no obligation to provide a refund of any amounts previously paid.
  • 2 - Advertising & Attribution
    3 - Service failure
    4 - Third-party integrations

    4 -Special SalesScreen Webshop Terms

    The following Special SalesScreen Webshop terms govern ownership and payment of SalesScreen Coins, Virtual Items, refund policy of SalesScreen Coins and billing. The web-shop is owned and operated by and is the sole property of Dogu.

    1 - Fees and payment methods

    2 - SalesScreen Coins and Virtual Items

    3 - Refund of SalesScreen Coins and/or Virtual Items

    2 - Privacy Policy

    1 - General Provisions


    1 - Responsibility of users

    2 - Content Posted on other Websites

    3 - Copyright Infringement

    4 - Trademarks

    5 - Changes

    6 - Limitation of warranties of Dogu, its suppliers and its licensors

    7 - Limitation of liability of Dogu, its suppliers and its licensors

    8 - User General Representation and Warranty

    9 - Indemnification

    10 - Miscellaneous

    2 - Collection and Use of Personal & Non-personal information data

    1 - Personal & non-personal information & data collected

    2 - Use of personal & non-personal information & data

    3 - Transfer/Share of information to 3rd-party companies

    4 - Modification/Deletion of personal information

    5 - Response to legal requests and preventing harm

    6 - Third-party integrations

    7 - Storage of personal information

    8 - Protection of personal information

    3 - Support & Service Overview

    1 - Support Agreement

    1 - General
    SalesScreen offers two levels of support:

    Premium offers the same level as Standard but adds access to a Dedicated Key Account Manager over phone during business hours.

    The assistance provided under either support offerings is given on the basis of a best effort policy.

    During business hours (09:00 – 17:00 CET), we strive to give a first response to every incoming request within 15 minutes . Outside of business hours, we always try to answer within a few hours.

    While our support is provided on the best effort principle, our track record shows that more than 90% of all incoming requests are handled with a median first response time of 2 minutes . In addition, we are dedicated to consistently offering the best possible support to our customers. For that reason, SalesScreen users are supported directly by the product team, i.e. by the very same people who are building and operating the product. The outcome of this is a premium quality support.

    2 - Support Channels
    a. Available channels
    Support requests can be submitted to our support team 24-7 using either:
    Both support channels belong to a unique platform allowing conversations to seamlessly switch between messenger and email. This ensures a much higher resolution rate of support cases as the customer benefits from being able to have real-time conversations through our in-app chat while keeping the flexibility to continue the conversation asynchronously over email.

    b. Languages
    80% of our team is composed of native Norwegian speakers making any communication in this language either orally or in writing totally natural. Meanwhile, English is our default internal working language and is used on a daily basis. As a result, all of our team members are 100% fluent in English both orally and in writing.

    3 - Support prioritization
    We have observed over time that support cases are usually classifiable into 4 categories:
    1. Service d egradation & b ugs which prevent the user from using a feature or part of the Product.
    2. Product assistance needed for performing common tasks within the Product.
    3. Request for change when a customer expresses the wish or need for a new feature or alteration of an existing feature.
    4. Hardware defect of Dogu Connect or Google Chromebox (mini-computer used to connect a TV-screen to a SalesScreen account)

    a. Service degradation & b ugs
    Support requests with the first priority (Service degradation & bugs) are always treated with the utmost urgency. Whether reported to the product team through one of our support channels (See section 3.1.2.a. Available Channels) or via our monitoring and alerting infrastructure (See section 3.2.3 Operational Precautions ), cases receive immediate and full attention. Until fully resolved, we will keep impacted customers updated as often as necessary about the progress made either through our support channels or through our Status Page (See section 3.2.3.c. Service Status).

    b. Product a ssistance
    Support requests with the second priority (Product assistance) represents the largest chunk of all incoming requests. Combined with a robust and comprehensive Documentation page ( See section 3.1.4 Documentation), we always provide the best possible assistance we can, to users in need for assistance on how to perform a specific task in SalesScreen.

    c. Request for change
    Support requests with the third priority (Feature requests) will be covered in section 3.1.5 Request for change.

    d. Hardware defect
    When the support request is submitted with regards to a dysfunctional Dogu Connect or Google Chromebox, the product team first attempts to provide assistance over the channels described above in order to help resolve the matter. If the issue persists, we may ask the customer to send the faulty Hardware to one of our offices (Oslo or Trondheim). The product team will then either:

    4 - Documentation
    Our documentation is available, up to date and publicly accessible at anytime on help.salesscreen.com.

    5 - Request for change
    Our product team is always attentive to request for change submitted by our customers through the support channels aforementioned. We thoroughly take these inputs into consideration when planning the further development of SalesScreen. The basis for approving the implementation of a feature request is primarily an appreciation of value that this feature would bring to the broadest share of our customer base.

    Requests for change can be submitted at any time through our SalesScreen Community .
    From SalesScreen Community, you also vote for, comment on and follow feature requests submitted by other users of SalesScreen. You can also access the Release Notes and Roadmap of SalesScreen.

    When deemed worthy, the feature request is kept in our backlog until we find the adequate resources to place the implementation of feature on our product roadmap.
    We may offer to prioritize the implementation of a feature request to a customer if his organization is willing to support the cost of the development hours. We will then send out an offer for a fixed fee based on the estimate amount of time needed to implement the feature request. After such an offer is accepted, we will schedule the work that is needed to be done in order to implement the feature request as fast as possible and provide an estimated delivery date. The work will be billed when the feature request is implemented and available for use.

    We operate at a fixed hourly rate of NOK 1,050.

    2 - Service Level Agreement

    1 - Definitions
    Key e nd- p oints: Key end-points are the URLs to the key components of the SalesScreen platform (e.g. Login Page, Web Dashboard, APIs, …).

    External connectivity : External connectivity is defined as the ability tosuccessfully send data to and receive data from a Key end-p oint.

    Key end-point downtime : Total accumulated minutes during which one of SalesScreen’s Key end-point have no External Connectivity. This value is reset on the 1st day of every month at 00:00 (CET).

    Maximum service availability minutes : Total of minutes between the first day of a month at 00:00 (CET) and the last day of the same month at 23:59 (CET).

    Key end-point monthly uptime : Calculated by subtracting from 1 the Key end-point downtime divided by the Maximum Service Availability Minutes.

    Monthly uptime: Average value of the all Key end-point monthly uptimes.

    2 - Service Guarantee
    a. SLA
    SalesScreen customers on our Enterprise plan are guaranteed a Monthly uptime of 99.5 %.

    b. Service credit
    If we fail to meet our 99.5% monthly uptime guarantee, we’ll refund you 10x whatever you paid SalesScreen for that period of downtime.
    For example, if SalesScreen’s uptime falls to 99% in a given month, that results in about 219 minutes of Downtime. We’ll give you service credits equivalent to 10 times your company’s cost for that period of time. Service credit can’t be exchanged for cash (aka monetary compensation); it is added as a credit on your account and, as always, we use any credits you have first, before charging you.

    c. Maximum service credits
    Service credits are capped at a maximum of 25% of what your company pays in SalesScreen Licenses for that particular month.

    d. What’s not included in this SLA?
    This SLA does not include performance issues: (i) caused by factors outside of SalesScreen’s reasonable control; (ii) that resulted from any actions or inactions of you or any third party; (iii) that resulted from your equipment and/or third party equipment (not within the primary control of SalesScreen), or (iv) arising from our suspension and termination of your right to use SalesScreen in accordance with the SalesScreen Terms of Service.

    3 - Operational Precautions
    You can find below an overview of the various operational precautions we have put in place in order to make possible that the service guarantee is respected.

    a. Monitoring
    Every aspect of the SalesScreen overall platform is monitored 24-7 to ensure that we always remain informed of status changes.
    The aspects which we are particularly sensitive to include:

    External connectivity : we have multiple uptime monitoring agents located across the globe which periodically (down to the minute) probe the external connectivity of SalesScreen’s key end points. These Key end-points allow a monitoring of the overall health of the service and they include: Login page, Web dashboard, External API, …
    Backend Servers’ vital metrics (CPU, RAM, Bandwidth, Disk load, ...).
    Databases’ load (DTU, CPU, Deadlocks,...).
    Code-level exceptions for SalesScreen on Web and SalesScreen on Mobile.

    The monitoring tools we use primarily are: New Relic , Raygun and Microsoft Azure Alerts.

    b. Alerting
    Our monitoring tools are all integrated to update in real-time on our internal communication tool Slack . In addition, all monitoring alerts are aggregated into our Incident Management System, PagerDuty . When an alert is received, an escalation procedure is engaged which immediately alerts our engineers via email, push notification and phone call until someone acknowledges the issue and starts working to resolve it.

    Our support team and the escalation procedure alerting them are both active 24/7.

    c. Service Status
    The state of SalesScreen’s service status is publicly accessible anytime on our dedicated status page . When SalesScreen is undergoing an incident which impacts our customers, our status page is updated continuously with the progress being made to resolve the incident.
    This page also shows the uptime history of SalesScreen.