Regional Supplement for the Jive and GoToConnect Services

Last Updated: October 19, 2020

Applicability and Definitions. This Regional Supplement to the LogMeIn Terms of Service (the “Regional Supplement”) shall apply solely with respect to the Jive and/or GoToConnect Services (the “VoIP Services”) provided by LogMeIn to end users (“Customer” or “you”) located (as determined by Customer’s physical address specified in the Agreement, applicable Order, and/or during Customer onboarding) (each a “Customer Location”) in the countries listed in the table below. This Regional Supplement is being provided to meet the requirements of the laws, statutes, regulations, ordinances, codes, rules, guidelines, orders, and/or permits applicable to LogMeIn’s provision of the VoIP Services to Customers located in the countries identified herein (the “Applicable Laws”). Capitalized terms used and not defined in this Regional Supplement shall have the meanings assigned to them in the LogMeIn Terms of Service into which they are incorporated (the “Terms”).

The main body of this Regional Supplement should be read together with the country-specific annexes:

The country-specific terms in these Annexes shall apply only to the part of the Services that are provided to a Customer Location in the relevant country and only to the extent required by Applicable Law.

RATES. The VoIP Services include (subject to fair usage) in-country calling to the applicable landline and mobile phone number (excluding information service/special number prefixing). Out of country (international calling) would adhere to the applicable VoIP Service’s international calling plan with rates defined by country and call type (i.e., landline or mobile). In certain instances, international calls to landlines would incur no charge to the Customer (subject to fair usage). All other calls will be billed based on the current regional standard rates set forth in the applicable VoIP Service calling plan. Standard rates are subject to change without notice. We reserve the right to revise rates once per year at any time after the Initial Term and upon thirty (30) days’ prior written notice. Pricing may also change due to regulatory requirements, market conditions, or other pass through charges.

 

SUPPORT SERVICES AND AVAILABILITY.

On the Effective Date of an Order, LogMeIn shall, itself or through one or more of its vendors, subcontractors, or other service-providers (each an LogMeIn “Partner”) or its Affiliates: (a) enable Customer’s access to and use of the Services; (b) ensure that the Services are available to Customer during the term of any Order in accordance with the Terms; and (c) provide standard support for the Services via telephone and email during LogMeIn’s regular business hours, which are made available at https://www.logmein.com/support/contact-us.

 

SERVICE LIMITATIONS.

The VoIP Services will not function if you: (a) lose electrical power; (b) experience interrupted connection to your broadband internet service; (c) have a suspended account due to non-payment; or (d) if you cannot connect to our platform because of an obstruction on your wide area network or local area network, such as a port blocked by your internet service provider. Additionally, the VoIP Services may not function due to reasons outside of LogMeIn’s control such as the failure or outage of third-party providers utilized to provide the VoIP Services.

These limitations also apply to Customer’s access to Emergency Numbers (defined below). The VoIP Services, including Customer’s use of the Emergency Numbers, may not be accessible from a particular phone or other calling device if that device is not configured correctly or otherwise malfunctions. The VoIP Services are not set up to provide the autodialing functionality sometimes relied on by security systems, medical monitoring equipment, TTY equipment, etc. Customer should not rely on the VoIP Services to provide this functionality.

 

CALLS TO/FROM EMERGENCY SERVICES: SERVICE, QUALITY LIMITATION & CALLER LOCATION INFORMATION.

The common emergency access number in the European Union is 112 and the national emergency access numbers (together, the “Emergency Numbers, ”each separately an “Emergency Number”) are as follows:

Country

Emergency access number(s)

United Kingdom, Ireland

999, 112

Germany

110, 112

Australia

000

Brazil

190, 192, 193, 197

 

Emergency Numbers can be accessed, free of charge, if the VoIP Services are fully operational and if accessed from within the relevant country. Customer understands and acknowledges that there may be some limitations as set out in the following paragraphs:

  • If Customer uses the VoIP Service outside of the Customer Location where the Service has been provisioned by LogMeIn to be used (the “Service Location”), Customer will not be able to call the Emergency Numbers in such Service Location, or such calls may be routed to an incorrect answering point or location
  • If there is a VoIP Service outage for any reason (such as electrical outages and broadband service outages) the outage may prevent access to Emergency Number dialing.
  • Customer must register with LogMeIn and keep up to date the primary physical location where the VoIP Service will be used. If Customer does not update LogMeIn with changes to the location of where the VoIP Service is being provided, it may not be possible for emergency operators and authorities to identify the appropriate location and phone number when an Emergency Number is dialed. Additionally, Customer should be aware that extension information may not be provided to emergency services (only location information of the primary location).
  • If an Emergency Number is dialed, Customer will need to state the location and phone number promptly and clearly, as emergency operators and authorities may not have this information. The emergency operator may ask for specific information to correctly transfer the call to a local emergency services department such as police, fire department, rescue, coastguard, etc.
  • If the VoIP service is not operational for any reason and/or a call is unable to be completed, dropped, disconnected, or if the caller is otherwise unable to speak, emergency operators and authorities may not be able to identify the phone number of a caller in order to call them back. Emergency operators and authorities may also not be able to hold a line open in the event that the caller hangs up.

Customer agrees to inform its users of the above limitations and understands and accepts that its users should always have an alternative means of accessing emergency services other than or in addition to the VoIP Service.

 

NUMBER USAGE AND PORTING.

LogMeIn shall support Customer requests for number portability where required under Applicable Law. However, Customer understands that number portability may be unavailable with the VoIP Service in certain circumstances (e.g., no porting agreement between carriers). As such, there can be no guarantee that Customer will be able to keep its telephone number(s) if transferring to another VoIP service. Where number portability is available with the VoIP Service, LogMeIn will take reasonable steps to ensure that the transfer and subsequent activation is completed within one (1) business day (or otherwise in accordance with Applicable Law), provided that all necessary activation processes and validations have been completed, the network connection is ready for use and the donor provider has received a request to activate the transfer and agreed upon a transfer date (the "Porting Activation Requirements").

Unless otherwise provided under Applicable Law, the one (1) business day time period commences from the agreed-upon date of porting, once an agreement to port has been concluded and after the Porting Activation Requirements have been satisfied in LogMeIn’s sole discretion. Following completion of the Porting Activation Requirements, LogMeIn will send a notification informing the Customer of the date when their number will be transferred. If after following such notification there is a subsequent delay in the Porting Activation Requirements, LogMeIn will promptly notify Customer of the new anticipated date when their number will be transferred.

 

EQUIPMENT

To the extent any physical equipment is included, purchased, leased, and/or rented as part of the VoIP Services, such equipment may be subject to additional terms and conditions between the Customer and the associated equipment manufacturer.

 

SUPPLEMENTAL TERMS FOR VOIP SERVICES PROVIDED TO CUSTOMER LOCATIONS IN IRELAND

Complaints Code of Practice: any complaints relating to the VoIP Services provided to Customer Locations in Ireland will be handled in accordance with ComReg requirements, as specified in LogMeIn’s Complaints Code of Practice.

Amendments: LogMeIn may update this Agreement or any of its policies from time to time and will provide notice to Customer at the email address on file for its account. Such updates will become effective thirty (30) days after such notice to Customer. In the event that any such update would be of material detriment to Customer and is not otherwise required by Applicable Law, Customer may object to such update by providing LogMeIn notice of its objection within ten (10) days of receipt. If the parties, negotiating in good faith, cannot reach agreement within thirty (30) days, Customer may terminate the portion of the VoIP Services affected by the change by providing written notice to LogMeIn. Customer’s sole remedy for such termination shall be a pro-rata refund of any pre-paid, unused, fees for the remainder of its then-current term. For the avoidance of doubt, any use of the VoIP Services after the effective date will be deemed Customer’s acceptance of the change.

 

SUPPLEMENTAL TERMS FOR VOIP SERVICES PROVIDED TO CUSTOMER LOCATIONS IN THE UK

Complaints Handling Code of Practice for Small Business Users: any complaints relating to VoIP Services provided to Customer Locations in the UK will be handled in accordance with Ofcom requirements, as specified in LogMeIn’s Complaints Code of Practice.

Amendments: LogMeIn may update this Agreement or any of its policies from time to time and will provide notice to Customer at the email address on file for its account. Such updates will become effective thirty (30) days after such notice to Customer. In the event that any such update would be of material detriment to Customer and is not required by Applicable Law, Customer may object to such update by providing LogMeIn notice of its objection within ten (10) days of receipt. If the parties, negotiating in good faith, cannot reach agreement within thirty (30) days, Customer may terminate the portion of the VoIP Services affected by the change by providing written notice to LogMeIn. Customer’s sole remedy for such termination shall be a pro-rata refund of any pre-paid, unused, fees for the remainder of its then-current term. For the avoidance of doubt, any use of the VoIP Services after the effective date will be deemed Customer’s acceptance of the change.

 

SUPPLEMENTAL TERMS FOR VOIP SERVICES PROVIDED TO CUSTOMER LOCATIONS IN GERMANY

Directory Listing: You are not required to publish your information in a public directory. Should you wish to object to a directory listing, please do so during initial on-boarding for the VoIP Services.

Blocking outgoing calls to specific numbers: Customer shall be entitled, free of charge, to request that LogMeIn block the calling of specific number ranges, to the extent technically feasible. Unblocking of previously blocked number ranges can be subject to a charge.

Liability cap: In accordance with the German Telecommunications Act ("TKG"), where: (i) telecommunication Services are provided to Customer Locations in Germany; (ii) the Customer is domiciled in Germany; and (iii) other than where the parties have separately negotiated differing liability provisions within the Terms, in accordance with Section 44a of the TKG, the maximum liability concerning financial loss of LogMeIn and its Affiliates under the Agreement, or arising out of the VoIP Services provided thereunder, to any German-domiciled customer, including the Customer, shall in no event exceed 12.500 EUR per customer. Furthermore, the maximum liability concerning financial loss in total available to all German-domiciled customers (in the aggregate) shall – without prejudice to the preceding cap – not exceed 10 Million EUR if the liability is based on a uniform act or a uniform incident and impacts a subset of customers. Should the preceding 10 Million EUR limit apply pursuant to Section 44a of the TKG, compensation shall be reduced in proportion to the sum of all claims for damages. For the avoidance of doubt, the liability limits set forth in this paragraph shall not apply to claims for compensation that resulted from a delayed payment of compensations or claims related to fraud or willful misconduct.

Out-of-court dispute resolution: LogMeIn makes every effort to ensure that its customers remain satisfied with its Services. Should a Customer have a concern or intend to raise a dispute, LogMeIn kindly requests that the Customer contacts and works directly with LogMeIn in order to ensure an expedient and efficient resolution. However, a Customer may also initiate conciliation proceedings, pursuant to Section 47a of the TKG, by submitting a request to the Consumer Mediation Body Telecommunications of the Federal Network Agency in Bonn (Verbraucherschlichtungsstelle Telekommunikation) and/or through the European Union (“EU") Dispute Resolution Platform. Contact information for both dispute resolution schemes may be found below. Participation to the preceding dispute resolution schemes is on a voluntary and case-by-case (and customer-by-customer) basis for LogMeIn, who does not participate in dispute resolution schemes before any other consumer mediation bodies.

Dispute Service Scheme in Germany
See https://www.bundesnetzagentur.de/DE/Sachgebiete/Telekommunikation/Verbraucher/Streitbeilegung/streitbeilegung-node.html

EU Dispute Resolution Platform
See https://ec.europa.eu/consumers/odr/

 

SUPPLEMENTAL TERMS FOR VOIP SERVICES PROVIDED TO CUSTOMER LOCATIONS IN AUSTRALIA

Carriage Service Provider: Pursuant to the Telecommunications Act of 1997, LogMeIn is a Carriage Service Provider and shall adhere to the applicable provisions of the Telecommunications Standard 2018, as may be amended from time to time. LogMeIn may utilize one or more principal or underlying Carriers to provide the VoIP Services and/or facilitate operator and directory assistance services, but at all times shall remain responsible for its provision of the VoIP Services to Customer.

Complaints Code of Practice: any complaints relating to the VoIP Services provided to Customer Locations in Australia will be handled in accordance with ACMA requirements, as specified in LogMeIn’s Complaints Code of Practice.

Data Protection in Australia: Subject to the terms of the Agreement, LogMeIn will handle any “personal information” (as that term is defined in the Privacy Act 1988 (Cth), as amended from time to time), that is maintained on behalf of Customers located in Australia (“Australia Personal Information”) in accordance with the Agreement and LogMeIn’s Data Processing Addendum (located at www.logmein.com/legal) (“Data Protection Terms”), or as otherwise permitted or required by applicable law. For the avoidance of doubt, LogMeIn and Customer both agree that Customer is the APP entity under the Privacy Act and LogMeIn shall: (a) take reasonable steps to protect Australia Personal Information from misuse, interference, unauthorized access, modification, or disclosure; and (b) not use Australia Personal Information, except: (x) to provide, operate and facilitate access to the VoIP Services; (y) subject to Customer’s lawful and reasonable written instructions; and/or (z) to otherwise perform its obligations under the Data Protection Terms and applicable law. Customer acknowledges that LogMeIn relies on Customer for direction as to the extent to which it is entitled to use and process the Australia Personal Information provided to LogMeIn and that LogMeIn will not be liable for any claim brought by a data subject arising from any act or omission by LogMeIn, to the extent that such act or omission resulted from Customer’s instructions.

LogMeIn may transfer Australia Personal Information to its affiliates to store and process such Australia Personal Information on servers located in the United States or other jurisdictions outside of Australia, as further described in the Data Protection Terms. Customer specifically and expressly consents to such transfers and acknowledges that Australian Privacy Principle 8.1 will not apply to such disclosure and transfer. Customer further agrees and consents to LogMeIn, its affiliates, and the service providers that LogMeIn utilizes, having the right to access Customer’s account and to use, modify, reproduce, distribute, display and disclose Customer Content, including any Australia Personal Information therein, to the extent necessary to provide and operate the VoIP Services, including, without limitation, in response to any Customer technical support, customer care, billing, or data privacy-based requests.

Additional Porting Provisions: LogMeIn’s ability to provide the Service is subject to Telstra porting the numbers. Where Customer is provided with a telephone number (including a code) as part of the VoIP Service, Customer will have no right to keep that number nor to sell, dispose or transfer that number at any time. LogMeIn will use its best efforts to ensure that Customer is able to keep the number during the term of the Agreement, but LogMeIn reserves the right to change the number on reasonable notice if LogMeIn determines, in good faith and in its reasonable discretion, that a third party has a valid claim to such number, or that the change is otherwise required by or advisable under applicable law.

Financial Hardship Policy: If Customer is experiencing genuine financial difficulty in making payments for the VoIP Services, flexible payment arrangements may be made available by LogMeIn. To learn more, please visit LogMeIn’s Financial Hardship Policy or contact support.

SUPPLEMENTAL TERMS FOR VOIP SERVICES PROVIDED TO CUSTOMER LOCATIONS IN BRAZIL

Numbering Resources: To the extent that Customer requests or receives “numbering resources,” including but not limited to, Direct Inward Dialer (“DID”) numbers (also known as telephone numbers), with their subscription to VoIP Services, such “numbering resources” are provided by a third-party telecommunications carrier who maintains a fixed telephony or STFC license.