Terms & Conditions

Introduction

The Heartbeat is a Call QA-as-a-Service provider for Indian contact centres. These Terms and Conditions govern your use of our service. By engaging The Heartbeat to audit your agent call recordings, you agree to be bound by these terms.

Engagement and Use

Engagement Scope: Service tiers (Pulse, Pulse Pro, Pulse Enterprise) and pilot terms are set out in the signed agreement between The Heartbeat and the customer.
Pilot Terms: A 2-week paid pilot at ₹50,000 covers up to 10,000 audited minutes and one full report. Conversion to an ongoing contract requires a separate agreement.
Non-Transferability: Engagements are non-transferable. Resale of audit deliverables (reports, analyst notes) outside the contracted customer entity is not permitted.
Single Customer Entity: Each engagement covers one customer entity. Affiliates and subsidiaries must be added in writing and may carry separate volume and pricing terms.

Customer Responsibilities

Compliance: The customer is responsible for ensuring that the call recordings shared with The Heartbeat have been collected and shared in line with applicable laws and any customer-consent disclosures.
Access Credentials: The customer is responsible for the security of the access credentials used to grant The Heartbeat read access to call storage (S3, Google Drive, etc.).
Acceptable Use: The audit reports we deliver are intended for QA, compliance and coaching use within the customer organisation, not for public redistribution.

Intellectual Property Rights

Ownership: The Heartbeat's risk taxonomy, analyst guidelines, scoring models and report templates remain the property of The Heartbeat. Customer-supplied recordings and the audit findings derived from them belong to the customer.
Restrictions: Customers may not reverse-engineer, redistribute, or resell The Heartbeat's deliverables, taxonomies or models outside the contracted scope.

Limitation of Liability

Audit Scope: The Heartbeat delivers QA findings, severity grading and recommended actions. Final decisions on agent action, regulatory filings, and customer communications remain the customer's responsibility.
Availability: We aim to deliver every weekly report on time. In the event of a delivery delay, the customer's exclusive remedy is the credit terms set out in the signed agreement.

Termination

We may terminate or suspend access to our service immediately, without prior notice, for any breach of these Terms and Conditions.

Customers on monthly plans (Pulse) may terminate with 30 days written notice. Annual plans are billed for the contracted term.

Amendments to Terms

We reserve the right to amend these Terms and Conditions at any time. Customers will be notified of significant changes via email to the registered contact at least 14 days before the change takes effect.