Terms and Conditions of Issabel Contact Center

Issabel contact center

Contact Center Terms and Conditions

Abour Issabel Contact Center

Issabel Contact Center is a SaaS (Software as a Service) platform designed to manage customer interactions through phone calls and digital channels (WhatsApp, Telegram, Webchat, SMS, and more).

There are two deployment options:

In Issabel’s cloud, where Issabel manages the infrastructure.
On-premise or in the customer’s private cloud, where the customer provides their own infrastructure and connects to Issabel Contact Center.

Each license includes predefined functionalities that can be used unlimitedly by the contracted agents.

Support is unlimited and is managed based on the severity level: the more critical the event, the faster the support response. Customers have the option to purchase a 24/7 support service with established SLAs (more details in the support terms section). Updates and new features are also included in the license price. In both cases, the customer must have an active license.

This product requires pre-sales consultation. Contact us with your questions and schedule a live demo.

General Information About This Solution

Licensing and Pricing

Types of Licenses

Additionals

Conditions according to the type of distribution

A) In Issabel’s Cloud

Minimum requirement: 5 agents (voice or omnichannel), with increments of 1 at a time.
Additional PBX user fee: $5 USD/month per user (agents, supervisors, or administrators).
The customer can only purchase one type of license (voice or omnichannel) at the start and can upgrade from voice to omnichannel.

B) On-Premise or in the Customer’s Private Cloud

Minimum requirement: 10 agents (voice or omnichannel), with increments of 5 at a time.
No additional cost for PBX users, as the customer manages their own PBX.
The customer can only purchase one type of license (voice or omnichannel) at the start and can upgrade from voice to omnichannel.

Configuration and Implementation (Not Included)

The purchase of licenses does not include configuration or implementation of Issabel or the Contact Center module.

The initial configuration must be performed by the customer or contracted as an additional professional service.
Without proper initial configuration, the Contact Center will not function correctly.
Issabel recommends that each customer undergo a formal pre-sales process, where the implementation service is scoped and quoted before purchasing licenses.
Issabel provides official technical documentation for integrators experienced in Issabel, but this does not replace the need for professional services if the customer does not have trained technical staff.

Billing and Cancellation Policy

Once licenses are purchased, no refunds are available.
Cancellation can be requested at any time, but the service will remain active until the end of the current billing period.
If the customer does not request cancellation, the subscription will automatically renew on a month-to-month basis.

Terms of Support

1. Scope of Included Support

Applicable only while an active subscription is maintained.
Includes bug resolution, updates, and incident review directly related to Issabel Contact Center.
Does not cover custom configurations, new developments, or third-party issues (trunks, WhatsApp, local networks, etc.).
All cases must be submitted exclusively through the Issabel Helpdesk.

2. Support Mode and Hours

Standard support: Monday to Friday, from 9:00 AM to 5:00 PM (Mexico Time, GMT-6).
Critical cases on weekends: Reviewed from 9:00 AM to 5:00 PM (Mexico Time).
Outside these hours, cases are handled the next business day unless the customer has subscribed to 24/7 Support.

3. 24/7 Support (Optional)

Critical incidents are attended 24/7, with a 4-hour SLA outside business hours.
Moderate cases or inquiries are addressed during regular business hours.

Severity	Definition	SLA 8×5	SLA 24×7
Critical	Platform down or unable to make/receive calls	4 hours	4 hours
Moderate	Partial failure or issue affecting a user	8 business hours	8 business hours
Inquiry	Question about configuration, features, or usage	3 business days	3 business days

4. Customer Responsibilities The customer is responsible for:

Performing or contracting the initial configuration of Issabel and the Contact Center.
Defining and setting up campaigns, queues, users, schedules, and other operational parameters.
For private cloud mode, ensuring that their server meets technical requirements (updated version, valid SSL, connectivity, etc.).
Submitting all support requests exclusively through the Helpdesk.
Reviewing and following the official documentation.
Maintaining trained staff for daily operations.
Managing their own custom integrations.

5. Support Exclusions Support does not cover:

Initial platform configuration.
Customizations or bespoke developments.
Network, firewall, or local infrastructure issues on the customer’s side.
Failures in external services (trunks, WhatsApp, Telegram, Facebook, etc.).
Additional training (available as an extra service).
Integrations not officially documented.

6. Support Request Process

All cases must be submitted through the Official Issabel Helpdesk.
Requests via chat, email, or WhatsApp are not accepted (unless explicitly requested by the support team).
The customer must provide clear information (screenshots, logs, examples) to facilitate the diagnostic process.

7. Case Closure A case is considered closed when:

A solution or documented procedure is provided.
A bug is identified and escalated to development.
The issue is confirmed to be external to Issabel Contact Center.
The customer confirms the resolution or decides to archive the case.

Technical Documentation

Issabel maintains up-to-date official documentation for integrators and advanced customers. The customer is responsible for reviewing and following the published guides. CONTACT CENTER MANUAL

Final Recommendation

If the customer has no prior experience with Issabel and Contact Center configurations, Issabel strongly recommends contracting professional implementation services before purchasing licenses to avoid issues and ensure a proper setup.

What Happens After Purchase?

Once the purchase is completed, Issabel will proceed with the setup based on the type of license acquired:

A) Licenses in Issabel’s Cloud

Issabel’s team will prepare the Issabel 5 instance and the Contact Center module, configuring the number of agents and extensions according to the purchase.
If the customer has gone through a pre-sales process and an agreed scope has been defined, the setup and fine-tuning will be carried out as requested.
Once the setup is completed, the customer will receive training on the configured system, along with user documentation to manage future configurations as needed.
The customer will also receive instructions to access the support Helpdesk, where they can submit support requests.

B) Licenses for On-Premise Deployment

A license will be generated according to the type and number of agents purchased.
The license will be sent to the email associated with the user account created on issabel.com during the purchase.
The customer will receive Contact Center documentation and access details for the support Helpdesk to submit support requests.
If the customer has requested professional services for their Contact Center implementation, coordination will take place according to the agreed terms.

Note: Make sure you have read these conditions before purchasing Issabel’s contact center.