User agreement (public offer)

This English version is a courtesy translation; the Russian version prevails.

1. What this agreement is about

1.1. This agreement is an offer (public offer) by the Vsem service (vsem.kz, «Vsem», «we») to any business to conclude a contract for using the service on the terms below (Article 395 of the Civil Code of the Republic of Kazakhstan).

1.2. The contract is concluded when a representative of the business («the Client», «you») signs up for a cabinet and ticks «I accept the terms and confirm that recordings are made with the participants notified and consenting» (acceptance — Article 396 of the Civil Code). We keep the fact of acceptance: who accepted, when, which version of the documents and a hash of the address it was done from.

1.3. This agreement works together with the Personal Data Processing Policy and the Consent to Data Processing. Prices are on the pricing page.

1.4. The contractor's details and the contract number for accounting are given in the invoice. For legal entities that need a signed contract, we prepare one on request.

2. What the service does

2.1. Vsem takes the Client's conversation recordings (calls from phone systems and CRMs, recordings from an agent's computer and online meetings, counter conversations through the Vsem app, uploaded files), recognises speech, masks personal data in the transcript and checks the conversation against the Client's checklist.

2.2. The result is marks per checklist item with quotes, «signal — check it» alerts, numbers by employee, point and period in the cabinet, Telegram notifications, and an export for the Client's assistant.

2.3. Marks are made by a model. An uncertain mark is set «to review»; a control signal is a reason to listen, not an established fact of a breach. Decisions about employees are made by the Client, not the service. We do not guarantee that every mark is correct and do not promise any specific accuracy.

2.4. We develop the service: features may be added and changed. New features may be offered with a trial period; we warn in advance about paid changes.

3. Plans and payment

3.1. Prices, tiers and the trial period are on the pricing page and in the cabinet under plan and billing. The price is fixed in the invoice for the paid period.

3.2. On the website plans one company connects up to 200 agents. More — only on request, on separate terms.

3.3. There is no limit on the number of conversations or recording hours on the «Agent» and «Counter workstation» plans.

3.4. The trial period needs no card. When it ends, the cabinet keeps working after a plan is chosen and the invoice is paid.

4. Who may use it and what is not allowed

4.1. A plan is bought for the Client's own employees. It is not allowed to:

• resell or pass access to the cabinet to other companies;
• upload and review other people's recordings — conversations of other companies and of people who do not work for the Client;
• record secretly, without notifying the participants;
• record employees' personal phones and private conversations: only work channels;
• use the service to spy on people, to discriminate or to break the law.

4.2. If the Client breaks these terms, we may suspend the cabinet after warning the Client, and at once in case of a gross breach.

5. Recording conversations: the Client's duties

5.1. The Client decides which conversations to record and is responsible for the recording being lawful. By ticking the box, the Client confirms that:

• customers are notified of the recording before it starts — a phrase at the start of a call (phone menu or agent), a sign at the till, a warning at an online meeting — and give consent if they continue the conversation; if a participant objects, the conversation is not recorded;
• employees are notified of recording of conversations at the workplace (a clause of internal rules or the employment contract, signed);
• an employee's voice is registered for recognition (voice registry) only with their separate consent;
• only recordings of the Client's own conversations, obtained with the participants' consent, are passed to Vsem.

5.2. Ready notice texts, a sign for the till, an internal-rules clause and an employee's voice-consent text are in the cabinet: «Settings» → «Sign and texts for customers». The texts are a draft; show them to a lawyer.

5.3. Recordings of conversations with patients about their health contain medical secrecy. The Client uploads such recordings only after consulting a lawyer.

6. Data

6.1. The data of the Client's customers and employees in the recordings belongs to the Client: the Client is the owner and operator of this personal data. Vsem processes it on the Client's instructions and only for the purposes of the service (clause 2.1).

6.2. Data is stored on servers in Kazakhstan. Recognition and checklist checks are done by our models on our servers; we do not pass recordings and transcripts to third-party AI services.

6.3. Defaults: audio is deleted right after recognition (if the Client turned on listening, an encrypted copy is kept for a day or a week); transcripts and marks — 7 days or longer at the Client's choice. The Client deletes a conversation with a button; deleting the cabinet erases all data.

6.4. De-identified transcripts are used to improve models only with a separate tick by the Client. By default — no.

6.5. Details — in the Personal Data Processing Policy.

7. Liability

7.1. We are responsible for the service working as described in this agreement and for keeping safe the data the Client entrusted to us.

7.2. We are not responsible for decisions the Client made from marks and signals without a human check, for the lawfulness of the Client's recordings, or for outages of third-party services (phone systems, CRMs, Telegram, internet providers).

7.3. Vsem's liability under the contract is limited to the amount the Client paid for the last paid month, unless the law provides otherwise.

8. Changes to the terms

8.1. We publish a new version of the documents on the website with its date. At the first sign-in after a change, the cabinet owner sees what changed and confirms the new version; without confirmation the cabinet does not open.

8.2. If the Client does not agree with the new version, they may stop using the service and delete the cabinet.

9. Term and termination

9.1. The contract is in force while the Client has a cabinet. The Client may delete the cabinet at any time; the paid period is not extended.

9.2. Disputes are settled by negotiation, then in court at the contractor's location under the law of the Republic of Kazakhstan.

10. Contacts

Questions about this agreement — through the «Feedback on Vsem» button in the cabinet or the Telegram bot @vsemkzbot.