Soroco End User License Agreement
This End User License Agreement (“Agreement” or “EULA”) shall apply to any end user, individual or company (hereinafter “Licensee”) who (a) checks a box or clickwrap indicating acceptance, (b) executes an order form, statement of work or similar ordering document that references this Agreement (“Order”), or (c) uses any software or services provided by Soroco, in whole or in part. If the Licensee accepting this Agreement is accepting on behalf of a company or other legal entity, such individual represents that they have the authority to bind such entity to these terms and conditions, in which case the term “Licensee” shall refer to such company or other legal entity. This agreement is effective as of the earlier of (a) the effective date of the first ordering document referencing this Agreement; or (b) as of the initial access to the Software or Services by the Licensee (“Effective Date”).
In the event the Licensee has signed separate terms under a master software license agreement or such similar framework agreement with Soroco (“Master Agreement”), such Master Agreement shall control and prevail, solely to the extent of any conflict with this EULA. In the event of any inconsistencies between this Agreement and an Order between the Licensee and Soroco, this Agreement shall take precedence over the Order, unless expressly indicated otherwise in such Order. Any terms included in the Licensee’s purchase order, general terms of business or such other document will not be binding on Soroco.
1. Definitions
“Affiliate” means, with respect to either party, all entities directly or indirectly controlling, controlled by or under common control with such party, where control may be by either management authority, contract or equity interest.
“Confidential Information” means with respect to Soroco information, the Documentation, Software, any results of any testing or analysis of the Software or Documentation by any party, and with respect to either party’s information, all information that: (a) is marked as confidential or proprietary; (b) is disclosed verbally and identified as confidential or proprietary at the time of disclosure; or (c) by its nature is normally and reasonably considered confidential.
“Documentation” means the manuals, handbooks, and other written materials related to the Use of the Software, whether in hard copy or soft copy form, that are provided by Soroco along with the Software, and as may be updated by Soroco from time to time.
“Software” means Soroco’s proprietary software in machine-readable, object code form only, related Documentation, and all modifications made thereto by Soroco, and any updates or upgrades that Soroco provides to Licensee under this Agreement.
“Use” means the installation, accessing, displaying, and operation of the Soroco Software, as authorized by Soroco.
2. License
Subject to the terms and conditions of this Agreement, Soroco grants Licensee a limited, non-exclusive, non-transferable license to Use the Software only for Licensee’s internal Use in connection with its ordinary business operations, during the license or subscription term agreed under the applicable Order. Licensee may (a) reproduce and install the Software as authorized by Soroco; and (b) reproduce and install up to the number of Licenses Soroco has issued for Licensee. Licensee’s third-party service providers may Use the Software on Licensee’s behalf, provided that Licensee shall be responsible for the acts or omissions of such third-party service providers as if Licensee had acted or failed to act, and provided such third-party service providers are not direct or indirect competitors of Soroco.
3. Intellectual Property
The Software is licensed, not sold. Title to the Software and all associated intellectual property rights, including any improvements, modifications or derivative works thereof, are retained by Soroco. All rights in the Software not expressly granted hereunder are reserved. Licensee shall not directly or indirectly modify, enhance, translate, supplement, create derivative works from, reverse engineer, reverse compile or otherwise reduce the Software to human readable form. Except as expressly permitted in this Agreement (and in the case of sub-section (b), as expressly permitted in a writing signed by an authorized officer of Soroco), Licensee shall not cause or permit: (a) competitive analysis, benchmarking, or the Use, evaluation or viewing of the Software or Documentation for the purpose of designing, modifying, or otherwise creating any software program, or any portion thereof, that performs functions similar to the functions performed by the Software; or (b) any of the following: (i) copying (except as set forth herein), (ii) sublicensing, or (iii) providing access or other dissemination of the Software, in whole or in part, to any third party. No right, title or interest in or to any Soroco trademark, service mark, trade name, or logo of Soroco or its licensors in granted under this Agreement.
4. Prompts and other Materials
Soroco’s Software may allow Licensee to submit text, documents, or other materials for processing (“Prompts”). The Software may generate responses based on such Prompts (“Results”). Results and Prompts collectively are “Materials.” Licensee represents and warrants that it has all rights, and have provided any notices and obtained any consents, that are necessary for Soroco to process any Prompts submitted. Licensee also represents and warrants that its submission of Prompts will not violate Soroco’s Acceptable Use Policy, or any laws applicable to those Prompts—including intellectual property laws and any privacy or data protection laws governing personal information contained in the Prompts. If the Licensee submits any personal information in connection with use of the Software, whether as part of Prompts or otherwise, the Licensee acknowledges that Soroco Privacy Policy available at www.soroco.com/privacypolicy governs our use and processing of such personal information.
Responses that the Software generates based on materials submitted by third parties (“Third-Party Results”) may be identical or similar to third-party materials or Results that the Services generate based on the Licensee’s Prompts. The Licensee acknowledges that Third-Party Results are not Licensee’s Results and that the Licensee has no right, title, or interest in or to any Third-Party Results. Soroco makes no representations or warranties with respect to the accuracy of any Results. Licensee should not rely on any Results without independently confirming their accuracy. Results may contain material inaccuracies even if they appear accurate because of their level of detail or specificity. The Services and any Results may not reflect correct, current, or complete information.
5. Fair Use Policy.
By accessing or using the Software, the Licensee agrees to comply with this Soroco’s Fair Use Policy available at www.soroco.com/fairusepolicy. Soroco reserves the right to modify this policy at any time, and any updates will be effective immediately upon posting on Soroco’s website or through other communication channels. It is the Licensee’s responsibility to review and comply with the most recent version of this the Fair Use Policy.
6. Confidentiality
Each party acknowledges and agrees that in performing its obligations, it may have access to valuable trade secrets and Confidential Information of the other party. Neither party shall disclose confidential information to a third party without written consent, except to its or its Affiliates’, officers, employees, directors or subcontractors who are bound by a duty of confidentiality at least as stringent as set forth herein. Each party agrees that it shall take steps reasonably necessary to preserve and protect the confidentiality of the Confidential Information. In addition, confidential information shall include the terms of this EULA and any associated documentation thereto.
Upon request, the receiving party shall destroy or return to the disclosing party all materials containing any of the Confidential Information. A party’s obligation to return or destroy Confidential Information does not apply to the extent: (i) required by applicable law or regulation, or (ii) contained in archived computer system backup made in accordance with the receiving party’s security or disaster recovery procedures, provided in each case that any retained Confidential Information shall remain subject to the confidentiality obligations of this Agreement until so returned or destroyed. The parties acknowledge that unauthorized disclosure of Confidential Information may cause substantial harm for which damages alone would not be a sufficient remedy, and therefore that upon any such disclosure, the disclosing party shall be entitled to seek appropriate equitable relief, in addition to whatever other remedies it might have at law.
Notwithstanding the provisions of this Section 4, Soroco may generate and collect learnings, logs and other data associated with use of its products. Licensee agrees that Soroco may use such data in anonymized form (“Anonymized Data”) for any business purpose during or after the term of this Agreement, including without limitation to develop and improve its products and services, provided the Anonymized Data does not: (i) identify any data as belonging to the Licensee; or (ii) include any personally identifiable information of Licensee’s employees or other representatives.
7. Feedback
Licensee grants to Soroco an irrevocable, royalty-free, perpetual license to use all feedback, ideas, or suggested improvements provided by Licensee to Soroco (through the Software or otherwise) regarding the Software, Prompts, or Results (collectively “Feedback”), and the Licensee agrees that Soroco, its Affiliates and service providers may use the Feedback or any derivative thereof in any manner without any payment or credit to you, including in connection with Soroco’s development, improvement, and marketing of its Software or other products or services.
8. License Obligations
Licensee shall: (i) be responsible for Licensee’s users’ compliance with this Agreement, the Documentation and any use limitations specified in the applicable Order; (ii) comply with all applicable laws in connection with Licensee’s performance under this Agreement, including without limitation privacy, export control, and sanction laws; (iii) use commercially reasonable efforts to prevent any unauthorized access to or use of the Software and promptly notify Soroco in the event of any such unauthorized access or use; (iv) have sole responsibility for the accuracy, quality, and legality of all data and materials provided by Licensee; (v) be solely liable for uploading Licensee data and making appropriate backups of such data; (vi) obtain any legally-necessary consents and/or provide required privacy notices to any party whose personal data Licensee inputs into the Software or otherwise provides Soroco; (vii) cooperate with Soroco on any matters relating to professional services as set out in an Order and provide Soroco with prompt feedback to Soroco’s requests; and (viii) in the event professional services are provided on Licensee’s premises, provide Soroco with safe and adequate space, power, network connections, materials, CPU time, access to hardware, software and other equipment and information, and assistance from qualified personnel as Soroco may reasonably request from time to time.
Licensee shall not: (i) use the Software for the benefit of anyone other than itself or its Affiliates, unless expressly stated otherwise in an Order; (ii) send, store or transfer infringing, obscene, threatening, libelous or otherwise unlawful or tortious material, including material that violates privacy rights or third-party proprietary rights; (iii) upload, input, access, store, distribute or transmit any malware; or (iv) disassemble, reverse engineer, or decompile the Software to build a competitive product or service or one with similar ideas, features, functions or graphics.
Any use of the Software in contravention to the above may result in: (a) termination for breach in accordance with Section 9; or (b) suspension of the Services if, in Soroco’s sole and absolute discretion, such use threatens the security, integrity or availability of the Software. Soroco shall promptly notify Licensee of any such suspension. Where reasonable to do so, Soroco shall (a) provide such notification in advance; and (b) work with Licensee in good faith to cure the breach prior to suspending Licensee’s access.
9. Warranty
Soroco warrants that: (i) the Software and other materials as provided by Soroco, will not infringe, violate or misappropriate any third-party patent rights; and (ii) the Software when made available to Licensee is free of any viruses or computer program or code that intentionally corrupts computing systems. OTHER THAN AS AFORESAID, THE SOFTWARE AND SERVICES ARE PROVIDED “AS IS” WITHOUT ANY ADDITIONAL WARRANTIES OF ANY KIND (EXPRESS OR IMPLIED), INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR PURPOSE.
10. Indemnification
Each party (in this context, the “Indemnifying Party”) will indemnify the other party and its Affiliates from and against all third-party claims and expenses (including reasonable attorneys’ fees) to the extent arising from: (i) actual infringement, violation or misappropriation of any third-party proprietary right due to the Indemnifying Party’s fault; or (ii) any actual violation of applicable law (including those relating to data privacy), gross negligence, willful misconduct, or fraud.
Soroco’s indemnification obligations under this Section 6 are conditioned upon Licensee (a) promptly (within thirty (30) days after notice of claim) notifying Soroco in writing of the claim; (b) granting Soroco sole control of the defense and settlement of the claim; and (c) providing Soroco, at Soroco’s expense, with all assistance, information and authority reasonably required for the defense and settlement of the claim.
Soroco will have no liability for any claim, and Licensee will defend and indemnify Soroco against such claim, to the extent that it would not have occurred but for: (a) modifications to the Software made by Licensee or a party acting on Licensee’s behalf; (b) the combination, operation or Use of the Software with equipment, devices, software or data not supplied or specified by Soroco (including without limitation the action of the Software to automate Licensee-selected software or processes); (c) Licensee’s failure to use updated or modified Software provided by Soroco; (d) Licensee’s Use of the Software other than in accordance with this Agreement and the Documentation, or (e) compliance by Soroco with designs, plans or specifications furnished by or on behalf of Licensee.
11. Limitation of Liability
NEITHER PARTY SHALL BE LIABLE FOR: (A) ANY PUNITIVE, SPECIAL, INDIRECT, INCIDENTAL OR CONSEQUENTIAL DAMAGES (INCLUDING ANY COST OF PROCUREMENT OF SUBSTITUTE SOFTWARE OR SERVICES, LOSS OF USE, DATA, BUSINESS, OR PROFITS), REGARDLESS OF THE THEORY OF LIABILITY OR WHETHER THE LIABLE PARTY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES; OR (B) AGGREGATE DAMAGES IN EXCESS OF TEN THOUSAND DOLLARS (US$10,000). THE LIMITATIONS OF LIABILITY SET FORTH ABOVE DO NOT APPLY TO: (A) CLAIMS BASED ON EITHER PARTY’S INTENTIONAL BREACH OF ITS OBLIGATIONS SET FORTH IN SECTION 5 (CONFIDENTIALITY), AND (B) EITHER PARTY’S UNAUTHORIZED USE, DISTRIBUTION, OR DISCLOSURE OF THE OTHER PARTY’S INTELLECTUAL PROPERTY.
12. Term and Termination
This Agreement is effective as of the Effective Date and shall continue in effect until the end of the applicable license term agreed by the Parties unless sooner terminated by either party in accordance herewith (“Term”).
Notwithstanding the foregoing, this Agreement may be terminated by either party immediately upon written notice if the other party: (a) becomes insolvent and ceases doing business; or (b) materially breaches any of its obligations under this Agreement and fails to cure such breach within thirty (30) days following receipt of written notice.
Upon the effective date of termination of this Agreement: (a) Licensee’s license to the Software ceases, and Licensee shall immediately remove all copies of the Software from all systems owned or controlled by Licensee, and (b) any and all payment obligations of Licensee will immediately become due. Upon termination or Expiry of the Agreement or an applicable Order, Licensee will securely destroy all copies of the Software or other Confidential Information of Soroco in its possession, except as required to comply with any applicable legal or accounting record keeping requirement.
13. Payment
Licensee agrees to pay Soroco the fees identified in the Order (if any) and will unless otherwise agreed by the parties, reimburse Soroco for all travel requested by Licensee in providing the Software or associated services. Licensee will pay all invoices within thirty (30) days of receipt thereof, unless otherwise agreed under an applicable Order. Unless otherwise agreed in the Order, any license or subscription fees paid to Soroco are non-refundable. Where Licensee has ordered via an authorized reseller of Soroco (“Reseller”), Licensee shall pay the fees agreed with such Reseller to such Reseller.
If Licensee disputes the accuracy of any portion of Soroco’s invoice in good faith, then Licensee shall pay all undisputed portions of the invoice when due, but may withhold any portion that is disputed, provided Licensee provides Soroco with written notice of such dispute at least fifteen (15) days prior to the invoice due date and use commercially reasonable efforts to resolve the dispute promptly.
Unless otherwise specified in the applicable Order, all fees are exclusive of any taxes, levies, duties, or similar governmental assessments, including without limitation, any sales, use, value-added, withholding, or similar taxes (“Taxes”). If any withholding or deduction is required by law, Licensee shall pay Soroco such additional amount(s) as will ensure that Soroco receives the same total amount that Soroco would have received if no such withholding or deduction had been required. Soroco is solely responsible for taxes based upon Soroco’s net income, assets, payroll, property, and employees.
Without prejudice to any other rights herein, if any undisputed invoice is not paid by its due date, or if Soroco verifies that Licensee has not paid a Reseller in accordance with the relevant partner agreement, Soroco shall be entitled to disable Licensee’s access to Software affected by Licensee’s non-payment, upon written notice thereof.
Unless otherwise agreed under the applicable Order, any autorenewal of the licenses shall be at the then current list price of the Software provided by Soroco. Any specialized or discounted pricing offered by Soroco shall apply only in the event the parties have mutually signed an appropriate Order upon renewal.
14. Data Protection
In the performance of Soroco’s obligations under this Agreement, Soroco will: (i) maintain appropriate physical, organizational and technical safeguards for protection of the security, confidentiality and integrity of Licensee’s data; and (ii) comply with any information security standards or protocols in line with ISO 27001 and SOC 2 Type 2 standards. If in the course of Licensee’s Use of the Software, Soroco processes any personally identifiable information (“PII”) contained in the Licensee’s data, Soroco’s Data Processing Agreement available at www.soroco.com/dpa shall apply to such processing. Each party shall, in connection with the exercise of its rights and the performance of its obligations under this Agreement, comply with all applicable data protection laws relating to PII. Licensee’s data will be available to Licensee for export or download during the license term or subscription period. Soroco will remove, delete or destroy any PII at the end of the applicable engagement in Soroco’s possession unless applicable law requires retention for a longer period. Any retained data is subject to the confidentiality provisions of this Agreement.
15. Miscellaneous
15.1 Third-Party Software. The Software may contain or be distributed with open-source software or other third-party software that may be covered by a different license. Soroco’s obligations set forth in this Agreement do not extend to any such software. Licensee agrees that all such software shall be and shall remain subject to the terms and conditions under which it is provided. Any such software, and the notices, license terms and disclaimers applicable to such software shall be identified to Licensee from time to time in writing (email or a notice visible within the Software to suffice).
15.2 Records. Licensee shall maintain records regarding the Use of the Software and shall make such information available to Soroco upon request. Upon reasonable request, Soroco shall have the right to audit Licensee’s Use of the Software to verify compliance with the terms of this Agreement, and Licensee will promptly pay any underpayment discovered in the course of such audit, based on Soroco’s then-current price list, plus interest.
15.3 Governing Law and Jurisdiction. This Agreement and will in all respects be governed by the laws of India without regard to its conflict of laws principles, the United Nations Convention on Contracts for the International Sale of Goods and any implementation of the Uniform Computer Information Transactions Act. Exclusive jurisdiction for litigation of any dispute, controversy or claim arising out of or in connection with this Agreement shall be only in the courts with competent jurisdiction located in Bangalore, and the Parties hereby submit to the personal jurisdiction and venue therein.
15.4 Injunctive Relief. The Parties acknowledge that any breach of the confidentiality provisions or the unauthorized use of a party’s intellectual property may result in serious and irreparable injury to the aggrieved party for which damages may not adequately compensate the aggrieved party. The Parties agree, therefore, that, in addition to any other remedy that the aggrieved party may have, it shall be entitled to seek equitable injunctive relief without being required to post a bond or other surety or to prove either actual damages or that damages would be an inadequate remedy.
15.5 Force Majeure. A party is not liable under any Agreement for non-performance (other than failure to pay) caused by events or conditions beyond that party’s reasonable control, if the party makes reasonable efforts to perform.
15.6 Assignment. Except as set forth in this Section, Licensee shall not assign, delegate, or otherwise transfer this Agreement or any of its rights or obligations to a third party without Soroco’s prior written consent. Notwithstanding the foregoing, Licensee may assign, without such consent but upon written notice, its rights and obligations under this Agreement to any entity not a competitor of Soroco that acquires all or substantially all of Licensee’s capital stock or its assets related to this Agreement, through purchase, merger, consolidation, or otherwise. Any other attempted assignment shall be void. This Agreement shall inure to the benefit of and bind each party’s permitted assigns and successors.
15.7 Subcontracting. Soroco may subcontract all or part of any associated services, including implementation services for the Software provided under this Agreement to implementation partners or resellers of Soroco (“Soroco Partner”). Where such Soroco Partner does not have a separate written agreement with Licensee, Soroco will continue to be fully responsible for the performance by Soroco Partner in accordance with this Agreement.
15.8 Publicity. Soroco may publicly reference that Licensee is a customer of Soroco’s products, and may use Licensee’s name and logo on Soroco’s website or for other marketing purposes, provided however, Soroco shall adhere to any logo usage guidelines provided by Licensee in writing.
15.9 Notices. Ordinary day-to-day operational communications may be conducted by email or telephone communications. Any other notice required by this Agreement shall be made in writing and given by (a) personal delivery, (b) prepaid, first class, certified mail, return receipt requested, (c) email (with a duplicate notice sent promptly by one of the other methods in this Section), or (d) courier service of recognized standing (with confirmation of receipt); in any case to the receiving party, “Attention: Legal” at its address as set forth in the heading to this Agreement, or to a different address of which the addressee party has notified the other in accordance with this Section. Any notice given in conformance with this Section shall be effective upon actual delivery or refusal of delivery.
15.10 Entire Agreement. This Agreement, together with the Exhibits referenced herein, constitutes the entire understanding between Licensee and Soroco with respect to the subject matter hereof. No terms or conditions set forth in any purchase order or other document provided by Licensee to Soroco shall be part of any agreement between Soroco and Licensee unless specifically accepted by Soroco in writing.
15.11 Amendments, Waivers. No modification of this Agreement will be binding, unless in writing and signed by an authorized representative of each party. Any express waiver or failure to exercise promptly any right under this Agreement will not create a continuing waiver or any expectation of non-enforcement.
15.12 Severability. There are no third-party beneficiaries to this Agreement. If any provision of this Agreement shall for any reason be held illegal or unenforceable, such provision shall be deemed severable from the remaining provisions of this Agreement and shall in no way affect or impair the validity or enforceability of the remaining provisions of this Agreement, unless such omission would frustrate the intent of the Parties, in which case this Agreement may be reformed to give effect to the other provisions hereof.
Exhibit A - Product Specific terms (Scout)
The following product-specific terms shall apply where Soroco has entered into an Order with the Licensee for ‘Scout’.
A. License Rotation:
The following provisions shall apply depending on the type of license procured by the Licensee under the applicable Order.
Scout Named User: Licenses provided to the Licensee will include 10% Manager licenses for insights consumption per installation. To accommodate user churn due to attrition, up to 10% rotation of licenses is allowed in a year (will be audited monthly by Soroco audit desk). Once licenses are rotated, only insights relating to the new users will be available on the portal. 24*5 support (Refer Support Timings for details) is included by default as standard support for Soroco Cloud (Azure).
Scout Rotational User: Licenses provided to the Licensee will include 10% Manager licenses for insights consumption per installation. Up to 4 sequential rotations are allowed in a year across entire teams (will be audited monthly by Soroco audit desk). Once licenses are rotated, only insights relating to the rotated team will be available on the portal. 24*5 support (Refer Support Timings for details) is included by default as standard support for Soroco Cloud (Azure). Licenses may only be rotated for the entirety of a team; partial rotations within a team are not supported.
B. End of License data handling:
Soroco will mandatorily decommission the server by un-installing / removing the Scout software and all its associated data from the server (on-prem or cloud based VM) as of the last day of the applicable license term. After the decommissioning, all data residing on the server will be deleted and will no longer be available for export. For the avoidance of doubt, no unprocessed raw data will be made available to the Customer.
Soroco may enable the certain mechanisms to Customer for retaining outputs from Scout, using supported features or other appropriate export alternatives, as outlined in Soroco’s most current product documentation made available to the Customer. The Licensee shall have sole responsibility for any exporting of information from Scout and its subsequent use, including ensuring compliance with applicable data privacy regulations.
C. Scout Support
Support from Soroco is restricted only to the most current version and immediately preceding version of the Scout software.
2. Priority definitions
*The response times are calculated during the hours of availability
*During the incident resolution process, Soroco may change the priority of an incident to best reflect its actual priority
- Support timing
24/5 hours support, starting from Monday 6 AM IST till Saturday 6AM IST
2a. Support language
English
2b. Location of the support team
India
2c. Maintenance Hours
Weekday daily maintenance window – 3 hours (10 PM – 1 AM) based on region of deployment
Weekend (Saturday and Sunday) – 18 hours (6 AM to 12 AM)
The Scout portal can be down during maintenance hours as necessary patches and upgrade are performed during these hours. The maintenance windows is not applicable for data capture by the Data-Agent.
3. Scout Incident management
Soroco uses FreshDesk for ticket/incident management. All incidents related to the product must be raised on Soroco’s instance of FreshDesk. Defined POCs within the client team will be given access to raise tickets on the FreshDesk portal.
| Escalation point | Details | Contact |
|---|---|---|
| General Support | Soroco’s instance of FreshDesk | Freshworks - Login (myfreshworks.com) |
| Escalation point 1 | Email the Scout support group | Scoutsupport@soroco.com |
| Escalation point 2 | Aman Majeed / Sunish Jain (Support Manager, SRE, Soroco) | aman.majeed@soroco.com sunish.jain@soroco.com |