SalesScreen Terms & Privacy

Version 2.3.1 August 24, 2020
Version 2.3 March 5, 2019
Version 2.2 August 14, 2018
Version 2.1 August 8, 2018
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 SalesScreen AS, all of its subsidiaries and all of its parent companies (collectively, “SalesScreen”, “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 SalesScreen 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. SALESSCREEN 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.

1.1 - General Provisions

1.1.1 - Scope

The following Terms of Services govern all use of and all products, content, features and services that the website, sub-domains of the website and related mobile applications offer, 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 SalesScreen. 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.

1.1.2 - Right of withdrawal

  • You follow at all times the Right of withdrawal laws applicable in relevant jurisdiction.

1.1.3 - Invoicing

  • Invoice and/or Receipt for the Services (defined herein) provided by SalesScreen in accordance with these Terms of Services is sent by email if not stated otherwise in the contract or otherwise in these Terms of Service.

1.1.4 - Cancellation and Termination

  • To close your account, you must contact us personally via email to We strongly recommend that you keep a record of the communication that proves the contract termination in order to avoid disputes later on.

1.1.5 - Updates and Amendments

  • SalesScreen may, at any time, amend the provisions of this Agreement. If you do not accept an amendment, this Agreement will terminate. This Agreement shall automatically incorporate and include any and all add-on components, amendments, features, modifications, supplements, updates and other functionality or messages related thereto, including without limitations alterations of availability, content, features, functionality, security, storage and other information relating to the Services that SalesScreen may provide or make available generally to its customers subject to any additional terms and conditions, including any additional fees and costs. Your access and use of the Services will always be subject to the most current versions of this Agreement. You agree to regularly check the “SalesScreen Terms of Service” link on the website to view the then-current Terms of Service and Privacy Policy.

1.2 - Subscription

1.2.1 - Subscription information

  • In the contract and in these Terms of Services, the following definitions apply:
    • Seats: possible active users for whom access to SalesScreen’s subscription and modules have been purchased.
    • Active users: users that are granted access to the customer’s SalesScreen’s account.
    • Contract term: Duration of the contract
    • Billing interval: Time interval according which the Subscription will be invoiced.
  • You agree always to conduct your business with the use of the Services in accordance with this Agreement and without interference with the rights of SalesScreen or third parties. Furthermore, you agree to pay the charged fees to SalesScreen or one of its affiliates or contracting parties for which you have subscribed. You may, at any time, confirm who in your organization is responsible for communications concerning payment sending an email to You acknowledge and agree that SalesScreen may change our charges, fees and pricing for future renewals of the Services, and that the costs of future renewals for the Services may increase.
  • Upon contract renewal date, the contract will automatically be renewed for another term on the basis of number of active users in your SalesScreen account at renewal date, unless stated otherwise in your contract or unless cancellation notice has been sent to at the latest 30 days before the renewal date.
  • SalesScreen may discontinue your subscription and terminate this Agreement for convenience at any time, on due advance written notice. In the event of any such termination, you will be responsible only for those fees due and owing through the date of termination. In the event of a missed payment, however, or if SalesScreen should reasonably come to believe that there has been misconduct or breach in your performance under this Agreement, SalesScreen shall have the right to discontinue your subscription and terminate this Agreement for cause, and the Service will no longer be available for use. In the event of any such discontinuance or any such termination for cause, you will remain liable for payment of all amounts due under this Agreement through the agreed-upon completion of its term (but without considering any automatic renewal).
  • Fees and costs of whatever kind are not refundable. However, in the event that this Agreement shall have been terminated by you for the uncured breach of a material obligation or material violation of law by SalesScreen (following written notice and a thirty (30)-day period in which to cure in material respects), you will be eligible for a refund pro-rated to the unused portion of the Services.

1.2.2 - Term and Automatic renewal

  • Contract can only be terminated at the end of commitment period when a termination notice has been sent latest 30 days before end date of commitment period of before renewal date.
  • Unless you notify SalesScreen latest 30 days before the end of the applicable subscription period that you want to cancel your subscription, your subscription will automatically be renewed and you authorize us to collect the then-applicable annual or monthly subscription fee for such service (as well as any taxes) using any credit card or other payment mechanism we have on record for you.
  • Notwithstanding the foregoing to the contrary, you may at any time upgrade your subscription and add or remove users in accordance with the provisions incorporated herein under the section 1.2.4. Invoicing.

1.2.3 - Your account

  • You are responsible for upholding the security of your account, including all user content connected to you as a user of our Service.
  • You are fully responsible for all activity that occurs on your account. If you intend to authorize other persons to use the Services through your account, you hereby agree to these Terms of Service whether or not you personally use the Services, and you further agree to (i) cause all other persons who access the Services through your account to comply with this Agreement, and (ii) pay all amounts due for the Services used under your account.
  • SalesScreen is not liable for any act or omission done by you, including any damage of any kind.

1.2.4 - Invoicing

  • Upon subscription activation, you will be invoiced upfront for the number of seats agreed upon contractually, for the commitment period agreed upon contractually and as per the billing interval agreed upon contractually.
  • You can at any point in time add and remove active users to your SalesScreen account without any pro-rated charges being incurred if and only if the number of active users never exceeds the number of seats invoiced.
  • If at any point in time, the number of active users exceeds the number of seats invoiced, the number of seats will be increased accordingly for the remainder of the period until the next contract renewal. Pro-rated charges will be incurred and will be invoiced in accordance with the billing interval agreed upon contractually.

1.2.5 - Limitations due to chosen subscription plan

The limitations due to chosen subscription plan are as specified as follows, with following features, non-exhaustive, per price plan:

  • Pulse: Visualize your sales KPIs in real-time, available on mobile, web and TV screens, integrates with all major CRMs
  • Reward: Fully customizable internal reward shop, define how employees are awarded coins, let employees redeem coins to purchase rewards
  • Scorecard: Personal scorecards, create metrics with benchmarks and weights, provide an overview of performance
  • Expand: Department / Executive layer, flexible structure, advanced role management & single-sign-on, 99.5% uptime guarantee

1.3 - General Terms

1.3.1 - Content Disclaimers

  • Anything that originates from or are as a result of your use of SalesScreen Service, including but not limited to images, text, graphics, audio or any combination of these, constitute Content.
  • When you have an account on the SalesScreen Service and operate that account, publish or make content available to any of the platforms supported by the Service, you are entirely responsible for that content, including allowing a third-party to make Content available on the SalesScreen Service. You are entirely responsible for any damage, harm resulting from the Content. SalesScreen does not verify or endorse any Content. You acknowledge that any reliance by you upon any Content shall be at your sole risk.
  • We save user Content on our servers but you are responsible and owner (or authorized user) of the Content with regards to Copyrights. You are further responsible for not having inappropriate content in any way displayed, saved or uploaded to our Service, including but not limited to sexual, scary, misconduct or otherwise harmful Content.
  • By making the Content available through the SalesScreen Service you warrant that:
  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 SalesScreen or otherwise.
  • Without limiting any of these representations or warranties, SalesScreen has the right (though not an obligation) to, in SalesScreen's sole discretion (i) refuse or remove any content that, in SalesScreen's reasonable opinion, violates any SalesScreen 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 SalesScreen's sole discretion. SalesScreen will have no obligation to provide a refund of any amounts previously paid.

1.3.2 - Advertising & Attribution

  • We reserve the right to advertise our logo within your account on any of the platforms the Service supports.
  • SalesScreen reserves the right to display attribution links such as ‘’, the SalesScreen logo and font attribution somewhere on any of the platforms the Service supports.

1.3.3 - Service failure

  • In case of service failure, the Service may be unresponsive or down for a period of time and we will to the best of our ability try to repair the problem at hand as soon as possible. You have no right to compensation or other similar arrangements of any kind in case of service failure unless you have contracted on a price plan that states otherwise, as described in the section 1.2.5. Limitations due to chosen Subscription Plans incorporated herein. Status of the service is found at Check this status page for known faults before contacting SalesScreen support.

1.3.4 - Third-party integrations

  • The SalesScreen Service contains third party websites or services (collectively, “Third Party Websites”) that are not owned or controlled by SalesScreen. When you access Third Party Websites, you do so at your own risk. You hereby represent and warrant that you have read and agree to be bound by all applicable policies of any Third Party Websites relating to your use of the SalesScreen Services and that you will act in accordance with those policies, in addition to your obligations under this Agreement. SalesScreen has no control over, and assumes no responsibility for, the content, accuracy, privacy policies, or practices of or opinions expressed in any Third Party Websites. In addition, SalesScreen will not and cannot monitor, verify, censor or edit the content of any Third Party Websites. By using the SalesScreen Services, you expressly relieve and hold harmless SalesScreen from any and all liability arising from your use of any Third Party Website.
  • If you use any third-party integration you comply to always adhere with the most recent terms of use released by this provider. Please check for updates in their terms of use regularly.
  • Updates or changes to the third-party services that renders our service useless for a period of time we will update as soon as possible. If changes render our Service useless there will be no compensation and the affected feature/features will be removed.
  • You are entirely responsible for the use of third-party integrations on your SalesScreen Service and any result of that use.

1.4 - Confidentiality

Each party (the “Disclosing Party”) has made, or expects to make, available to the other party (the “Receiving Party”) certain Confidential Information in connection with the Agreement. For the purposes of the Agreement, except as described below, the phrase “Confidential Information” means tangible information that is marked as “confidential” or “proprietary” or some other similar marking. However, Confidential Information shall not include any information (a) that is, at the time of disclosure or thereafter becomes, public knowledge, (b) that was lawfully disclosed to the Receiving Party by a third party without restriction on such disclosure, or (c) that is independently developed by the Receiving Party without use of the Disclosing Party’s Confidential Information.

1.5 - Assignment

Either party may assign any of its rights and delegate any of its duties under the Agreement to an entity controlling, controlled by, or under common control with such party or to any firm or corporation affiliated with it or a subsidiary wholly owned by it. For the avoidance of doubt, nothing contained in the Agreement shall prevent the assignment or other transfer of rights or delegation of duties under the Agreement upon any sale of the business of a party in connection with any merger, consolidation or reorganization of such party.

1.6 - Independent Contractors

Nothing in the Agreement is intended by the parties to create a fiduciary relationship between them, nor to constitute one party an agent, legal representative, joint venturer or partner of the other party for any purpose.

1.7 - Severability

If any provision of the Agreement shall be determined to be unenforceable, that determination will not affect the enforceability of any other provision or of the remainder of the Agreement, which shall be interpreted as if the unenforceable provision were not a part of it.

1.8 - Binding Agreement

No waiver, amendment or other modification of the Agreement shall be effective unless in writing and signed by each party to be bound thereby, with the exception that the ToS may be modified or amended in the manner set forth in the ToS, and shall, as so modified or amended, remain part of the Agreement. The agreement shall be binding upon, and inure to the benefit of, the parties and their respective successors and permitted assigns.

1.9 - Interpretation

Wherever the ToS shall reference the “best” of any party’s ability as to any item of performance, it shall be deemed to read “reasonable best”. This Supplement and Sections 1.2.1, 1.2.3, 1.2.4, 1.3.1 and 1.3.4 shall survive the expiration or prior termination of the Agreement. Headings are for reference only and shall not be considered in the interpretation of the Agreement. Wherever appropriate in context, the use of the singular shall be deemed the use of the plural, the masculine shall include the feminine and the neutral, each shall be deemed to include every, any shall be deemed to include all, the conjunctive shall be deemed to include the disjunctive, and vice versa.

2 - Privacy Policy

2.1 - What information we collect and why

To deliver our SalesScreen solution we need to process some types of personal information about you. We are a data controller data when delivering SalesScreen to our customers. We are a data processor when customer and customer employees are processing certain personal data in the SalesScreen solution. Read below to see what purpose, type of information and legal basis we have for processing your personal data. As a controller Dogu SalesScreen AS processes personal data for the following activities:

Purpose Personal data Legal basis
Billing customers for SalesScreen service Customer name, Email, Credit card Consent
Deliver status updates for SalesScreen’s service to subscribers of SalesScreen status page Email Consent
Sending email information about the Services Email Consent
Sending email information about sales & company culture. Email Consent
Send email information about SalesScreen related events Email Consent
Reserve tickets to events Name, Email, Company, Job title Consent
Keep track of our internal sales process Name, Email, Company, Job title, Phone number, IP address, Email communications, Video meeting recordings Consent

As a processor SalesScreen processes personal data on behalf of our customers using SalesScreen.

Purpose Personal data Legal basis
Deliver SalesScreen to customer Name, Email, Nickname, Phone number, Profile picture, IP address, Employee ID numbers, Sales and policy data related to the ID numbers, Customers DPA with customer
Provide support for SalesScreen Name, Email, IP address DPA with customer
Product demand Name, Email DPA with customer
Deliver SMS to customer Phone number DPA with customer
Deliver email to customer Email DPA with customer

2.2 - Your privacy rights

You have the right to require access, correction or deletion of the personal data we are processing about you. You also have the right to require limited processing of your personal data, the right to object to the processing as well as the right to require data portability. If you want to exercise your rights, send us an e-mail at or You also have the right to lodge a complaint about our processing to a supervisory authority (in Norway: Norwegian Data Inspectorate). For processing activities based on your consent, you have the right to withdraw your consent at any time.

2.3 - Storage time of personal data

We keep your personal data with us as long as it is necessary to fulfill the purpose for which the personal data was collected. This means, for example, that personal data that we process will be deleted if you withdraw your consent. Personal data relating to SalesScreen will be erased at the latest 12 months after termination of consumer contract.

2.4 - Disclosure and sharing of personal data

To provide our services we rely on using some third party tools, in this connection considered as data processors. These are independent companies or legal entities that process certain personal data on behalf of us. SalesScreen ensures that all processors have entered into a data processing agreement with SalesScreen in order for us to always have control of your personal data and that the processing fulfills the requirements of the General Data Protection Regulation (GDPR). SalesScreen also uses some processors outside the EU/EEA. In these cases, SalesScreen ensures that the processors are subject to an adequate level of protection for the processing of personal data, for example by them being certified by Privacy Shield.

2.5 - Subsidiaries & Sub-processors

2.5.2 - Subsidiaries

We may engage with the following Subsidiaries as Sub-processors to deliver the Services

Subsidiary name Entity Country
SalesScreen Europe B.V. The Netherlands
SalesScreen A.B. Sweden
SalesScreen Inc, USA

2.5.2 - Sub-Processors

We may use sub-processors to provide our service. Listed below are sub-processors with whom we may share personal data.

Subsidiary name Type of Service Entity Country EMEA Limited Sales & marketing management UK
Zoom Video Communication, Inc. Video conferencing USA
Microsoft Ireland Operations, Ltd. Cloud Infrastructure Ireland
Dropbox Inc Cloud Storage USA
Intercom R&D Unlimited Company Customer communication Ireland
Hoopla AS Event ticketing Norway
Puzzel AS SMS delivery Norway
SendGrid, Inc. Email delivery USA
Stripe, Inc. Payment USA
Atlassian PTY Ltd Status page USA
Calendly LLC Event scheduling USA
Salesmachine, Inc Customer Success USA

2.6 - Contact information to Controller

Sindre Haaland

+47 915 62 303 /

3 - Support & Service Overview

3.1 - Support Agreement

3.1.1 - General

SalesScreen offers two levels of support:

  • Standard Standard for our Starter, Pro, Pulse, Boost, Reward and Scorecard customers
  • Premium for our Enterprise and Expand customers

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.

3.1.2 - Support Channels

3.1.2.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.

3.1.2.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.

3.1.3 - Support prioritization

We have observed over time that support cases are usually classifiable into 4 categories:

  1. Service degradation & bugs 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)

3.1.3.a. Service degradation & bugs

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).

3.1.3.b. Product assistance

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.

3.1.3.c. Request for change

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

3.1.3.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:

  • Fix the issue and ship the Dogu Connect or Google Chromebox back to the customer
  • Replace the faulty hardware for free within the 1-year guarantee period offered by the manufacturer.

3.1.4 - Documentation

Our documentation is available, up to date and publicly accessible at anytime on

3.1.5 - 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.

3.2 - Service Level Agreement

3.2.1 - Definitions

Key end-points: 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 to successfully send data to and receive data from a Key end-points.

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.

3.2.2 - Service Guarantee

3.2.2.a. SLA

SalesScreen customers on our Enterprise plan are guaranteed a Monthly uptime of 99.5 %.

3.2.2.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.

3.2.2.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.

3.2.2.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.

3.2.3 - 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.

3.2.3.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.

3.2.3.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.

3.2.3.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.