Terms of Service

1. Description of the Service

Navikzaa provides software and related services designed to help BPOs and contact center operations automate call quality assurance across recorded conversations.

The Service may include capabilities such as:

• Recorded call processing
• Automated post-call evaluation
• QA scoring and evaluation
• Script and compliance checks
• Call-level findings and insights
• Agent and team evaluation
• Reporting and analytics
• Other capabilities described in the applicable service agreement or proposal

Advanced capabilities, including real-time monitoring or other custom functionality, may be provided separately based on the applicable customer agreement.

2. Eligibility and Authorized Use

The Service is intended primarily for businesses and professional users, including BPOs, contact centers, and organizations operating customer service or sales teams.

You agree to use the Service only for lawful business purposes and in accordance with these Terms and any applicable agreement with Navikzaa.

If you access the Service on behalf of an organization, you are responsible for ensuring that authorized users comply with these Terms.

3. Accounts and Access

Where account access is provided, customers are responsible for providing accurate account information and maintaining the confidentiality of account credentials.

Customers are responsible for activity conducted through their authorized accounts and should promptly notify Navikzaa of suspected unauthorized access.

Access to certain features may depend on the customer's plan, service configuration, or applicable agreement.

4. Customer Data and Call Recordings

Customers may provide recorded calls, transcripts, agent information, campaign information, QA scorecards, evaluation criteria, and other operational information to Navikzaa for the purpose of providing the Service (“Customer Data”).

Customers retain their rights in Customer Data.

Customers are responsible for ensuring that they have the necessary rights, permissions, notices, and lawful basis required to collect, record, upload, and process call recordings and personal information through the Service.

Customers must not submit Customer Data to the Service where doing so would violate applicable law, contractual obligations, or the rights of another person.

Navikzaa processes Customer Data to provide the services requested by the customer and in accordance with the applicable agreement and Privacy Policy.

5. AI-Generated Outputs and QA Results

The Service may use automated and AI-based processing to analyze recorded conversations and generate scores, classifications, findings, summaries, insights, or other outputs.

AI-generated outputs are intended to support quality assurance and operational decision-making. They may not always be complete, accurate, or appropriate for every situation.

Customers are responsible for reviewing outputs and applying appropriate human judgment before taking consequential employment, customer, compliance, or operational actions based on those outputs.

Navikzaa does not guarantee that AI-generated results will identify every quality, compliance, or operational issue.

6. Customer Responsibilities

Customers are responsible for:

• Providing lawful and accurate Customer Data
• Obtaining required permissions and notices for call recording and processing
• Configuring QA rules and evaluation criteria appropriately
• Reviewing AI-generated results where human review is appropriate
• Managing authorized users and account credentials
• Using the Service in accordance with applicable laws and regulations
• Ensuring that their use of the Service does not infringe third-party rights

7. Acceptable Use

Customers must not use the Service to:

• Violate applicable laws or regulations
• Infringe intellectual property or privacy rights
• Upload malicious code or harmful content
• Attempt to gain unauthorized access to the Service
• Interfere with or disrupt the Service
• Reverse engineer or attempt to extract source code except where permitted by applicable law
• Circumvent access controls or usage restrictions
• Use the Service for fraudulent, abusive, or unlawful activities

Navikzaa may take reasonable action, including suspension or restriction of access, where necessary to protect the Service, users, or third parties.

8. Fees and Commercial Terms

Fees, usage limits, service scope, payment terms, and other commercial conditions are determined by the applicable proposal, quotation, order form, subscription agreement, or other written agreement between Navikzaa and the customer.

Where applicable, customers are responsible for paying fees according to the agreed payment terms.

9. Intellectual Property

Navikzaa and its licensors retain all rights, title, and interest in the Service, software, platform, designs, documentation, trademarks, and related intellectual property.

Except for the limited rights expressly granted under the applicable agreement, no rights to Navikzaa's intellectual property are transferred to the customer.

Customers retain their rights in Customer Data.

10. Confidentiality

Each party may receive confidential or non-public information from the other party in connection with the Service.

Each party agrees to use reasonable care to protect confidential information and to use it only for purposes related to the business relationship, except where disclosure is required by law.

11. Privacy and Data Protection

Navikzaa's collection and use of personal information is described in our Privacy Policy.

Where Navikzaa processes personal information on behalf of a business customer, additional data processing terms may apply depending on the services and applicable requirements.

Customers should review the Privacy Policy and any applicable data processing terms before submitting personal information or call recordings through the Service.

12. Third-Party Services

The Service may depend on or interact with third-party services, platforms, infrastructure, or integrations.

Third-party services may be subject to their own terms and privacy policies. Navikzaa is not responsible for the independent operation or policies of third-party services.

13. Changes to the Service

Navikzaa may modify, improve, add, or remove features of the Service from time to time.

Where a material change affects an active customer agreement, the applicable agreement will govern the parties' rights and obligations.

14. Suspension and Termination

Access to the Service may be suspended or terminated in accordance with the applicable customer agreement.

Navikzaa may restrict or suspend access where reasonably necessary to address security risks, unlawful activity, misuse of the Service, or material violations of these Terms.

Customers may terminate their use of the Service according to the applicable commercial agreement.

15. Disclaimers

The Service is provided based on the features and functionality available under the applicable agreement.

Navikzaa does not guarantee that AI-generated QA results will be completely accurate, error-free, uninterrupted, or suitable for every particular operational or compliance decision.

Customers remain responsible for their own business decisions, compliance obligations, and use of QA outputs.

16. Limitation of Liability

To the maximum extent permitted by applicable law, Navikzaa will not be liable for indirect, incidental, special, consequential, or punitive damages arising from or related to use of the Service.

Any additional limitations of liability, exclusions, or liability caps applicable to a customer will be governed by the applicable customer agreement.

17. Indemnification

Where applicable under the customer's agreement, the customer may be responsible for claims arising from its unlawful use of the Service, violation of these Terms, or Customer Data that it submits to the Service.

Any detailed indemnification obligations will be governed by the applicable customer agreement.

18. Governing Law

These Terms are governed by the laws of India, without regard to conflict-of-law principles.

Any dispute will be subject to the jurisdiction of the courts applicable to Navikzaa's business location, unless otherwise agreed in writing.

19. Changes to These Terms

Navikzaa may update these Terms from time to time. Updated Terms will be published on this page with a revised effective date.

Where required, material changes will be communicated through appropriate channels.

20. Contact Us

For questions regarding these Terms or the Navikzaa Service, contact us at:

support@navikzaa.com