OmniReceptionist Service Addendum v2.0

This OmniReceptionist Service Addendum ("Addendum") supplements the CloudFran Terms of Service ("Terms") and governs your use of OmniReceptionist.AI ("OmniReceptionist"). By accessing or using the Service, you agree to be bound by this Addendum. This Addendum is incorporated by reference into the Master Services Agreement.

1. Service Overview (AI Voice Receptionist)

OmniReceptionist provides an AI-powered voice receptionist service that answers inbound calls, interprets caller intent, and performs automated actions such as:

Call routing
Appointment scheduling
FAQ responses
Message capture
CRM or workflow integration

The Service utilizes Artificial Intelligence (AI), Natural Language Processing (NLP), and speech-to-text and text-to-speech technologies.

No Accuracy Guarantee: You acknowledge that AI outputs are probabilistic, speech recognition may be imperfect, and intent classification may be incorrect. CloudFran does not guarantee accuracy, completeness, or appropriateness of AI-generated responses.

2. AI Behavior & Human Equivalency Disclaimer

OmniReceptionist is not a human receptionist and may:

Misinterpret caller intent
Provide incomplete or incorrect responses
Fail to escalate appropriately

You are responsible for configuring escalation rules and providing fallback options (voicemail, live transfer, etc.).

3. Telephony & Carrier Services (Twilio)

OmniReceptionist relies on third-party telecommunications providers, including but not limited to Twilio. You acknowledge that telephony services are not controlled by CloudFran, and call quality, routing, latency, and delivery are dependent on carriers.

Your obligations: comply with the Twilio Terms of Service, Acceptable Use Policy, and A2P/messaging regulations.

CloudFran is not liable for dropped calls, carrier outages, latency issues, or number provisioning delays.

4. Call Recording, Monitoring & Consent

If call recording or monitoring is enabled, you are solely responsible for compliance with federal, state, and international laws, and for determining consent requirements.

US Examples: All-party consent states include CA, FL, IL, MA, MD, MT, NH, PA, WA. Most other states permit one-party consent.

Required actions: enable disclosure announcements where required and maintain proper consent records. CloudFran provides tools for consent announcements but does not enforce compliance.

5. TCPA & Communications Compliance

CRITICAL: You agree to comply with the Telephone Consumer Protection Act (TCPA), Do Not Call (DNC) rules, and FCC regulations.

You must ensure proper consent for automated interactions, no unauthorized solicitation, and respect for opt-outs. CloudFran is not responsible for unlawful calling practices.

6. HIPAA & Healthcare Configuration

If you enable healthcare mode:

CloudFran will provide a Business Associate Agreement (BAA)
The Service may process Protected Health Information (PHI)

CloudFran responsibilities: Safeguard PHI per HIPAA Security Rule. Maintain administrative, technical, and physical safeguards.

Your responsibilities: Remain the Covered Entity. Configure workflows appropriately. Ensure minimum necessary data usage.

CloudFran is not responsible for improper configuration, over-collection of PHI, or unauthorized disclosures caused by user setup.

7. Knowledge Base & Configuration Responsibility

You are fully responsible for accuracy of business information, call scripts, FAQs and responses, and routing logic.

The AI relies on your inputs. Incorrect configuration may result in miscommunication, lost revenue, or customer dissatisfaction. CloudFran is not liable for such outcomes.

8. Call Handling Limits & Capacity

Subscription tiers include monthly usage thresholds. If limits are exceeded, calls may be queued, routed to fallback, sent to voicemail, or rejected. CloudFran does not guarantee capacity beyond plan limits.

9. Acceptable Use & Prohibited Activities

You may NOT use OmniReceptionist to:

Impersonate individuals or organizations
Conduct scams or fraudulent activity
Harass or abuse callers
Deliver unlawful or misleading information
Violate telecom or privacy laws

CloudFran may suspend service for violations.

10. Data Processing & AI Training

You acknowledge that call data may be processed for service delivery, quality improvement, and AI model optimization, subject to the Privacy Policy and Data Processing Agreement.

Sensitive data handling depends on your configuration and enabled features (e.g., HIPAA mode).

11. Service Availability & SLA

Target uptime: 99.5% monthly availability. Exclusions: Twilio outages, carrier/network failures, internet disruptions, and force majeure events. Planned maintenance will be communicated when feasible. See the Service Level Agreement for full terms.

12. Emergency Services Disclaimer

OmniReceptionist is NOT a replacement for emergency services. Do NOT use for 911/emergency handling or medical emergency triage. CloudFran is not liable for delays or failures in emergency situations.

13. Limitation of Liability

To the maximum extent permitted by law, CloudFran is NOT liable for: missed calls, misrouted calls, AI-generated errors, customer dissatisfaction, regulatory violations by user, or Twilio/carrier failures.

Liability cap: Limited to fees paid in the prior 3 months.

14. Indemnification

You agree to indemnify and hold harmless CloudFran from: legal claims arising from your use, TCPA violations, recording law violations, misuse of AI outputs, and regulatory non-compliance.

15. Changes to Service or Addendum

CloudFran may update features, AI models, and policies. Material changes will be communicated 30 days in advance.