VoiceRun Enterprise Service Specific Terms

These terms supplement the VoiceRun Enterprise Services Agreement only for Services purchased under a mutually executed Order Form incorporating this version. They do not activate a Service, establish an unstated price, or apply to self-service offerings. Capitalized terms have the meanings given in the Enterprise Services Agreement.

1Voice Control Plane

The Voice Control Plane provides the purchased call orchestration, media handling, routing, recording, transcription and related integration functions. The Order Form identifies the anchored call legs, interfaces, deployment, storage, reporting and billing boundaries. Customer supplies or approves routing rules and endpoints, authoritative data, carrier permissions and third-party integrations for systems it controls.

A transfer that releases VoiceRun from the media path ends VoiceRun's anchoring of that leg. Subsequent human-agent recording, transcription or evaluation is included only if purchased. Customer and VoiceRun will identify handoff behavior and context-transfer requirements during implementation. Customer-owned telephony, contact-center and other infrastructure remains Customer's responsibility; VoiceRun remains responsible for its own integration and contracted operation.

Production call handling is a Realtime Service under the SLA. A responding API alone is not sufficient availability where the purchased call-handling function is unavailable. VoiceRun will use the agreed retention and retrieval rules for stored recordings, transcripts and interaction records.

2Voice Agents

Voice Agents execute the workflows and business rules approved by Customer, using the purchased models, integrations and channels. Customer determines use cases, authorizes data sources and actions, approves escalation rules, and tests and approves deployment. VoiceRun will implement the agreed workflow with reasonable skill and care and remains responsible for its contractual performance. AI-generated outputs may be inaccurate or variable; Customer's approval responsibilities do not excuse VoiceRun's breach.

VoiceRun does not become Customer's insurer, healthcare provider or other business decision-maker by executing Customer's workflow. Customer is responsible for decisions and actions based on outputs except to the extent caused by VoiceRun's breach. Each party's legal obligations and the purchased scope continue to apply.

The Services must not be used as the sole emergency communications system or as a substitute for access to public emergency services. This does not prohibit an agreed agent from recognizing indications of urgency, providing Customer-approved information, or routing and escalating a call under Customer-approved rules. Customer is responsible for the emergency and escalation policies it approves, and VoiceRun for implementing the agreed functions. A specific response latency or outcome commitment applies only if expressly identified in the Order Form or SLA.

Production Voice Agent runtime is a Realtime Service under the SLA. Customer changes to its prompts, integrations or provider constraints must be evaluated for their effect on behavior; a change does not automatically amend fees, service levels or agreed scope.

3Fine tuning and customer models

Fine-Tuning Services prepare, train, evaluate or host Customer Models as ordered. Customer will provide data it is authorized to use and agree the intended training objective and evaluation criteria. VoiceRun does not guarantee that a training run will improve performance, achieve a particular score or produce a commercially usable model. An unsuccessful outcome is not itself a breach if the Service was properly performed; VoiceRun's express performance and data-protection obligations remain enforceable.

Customer Models are available for Customer's exclusive hosted use while Customer subscribes to the applicable Service. Model weights are not delivered or downloadable unless the Order Form expressly agrees otherwise. Customer-specific adapters, LoRAs, synthetic datasets, evaluation sets and derived training artifacts receive the same exclusivity and no-reuse protection. Customer's original data and materials remain Customer Data. VoiceRun retains its base technology and third-party base-model rights remain with their licensors.

When the applicable subscription ends, hosted access ends. VoiceRun need not maintain indefinite inference or preservation, but may not repurpose the Customer Model or its Customer-specific artifacts for another customer, generalized model development or a third party. Retained copies remain protected and are deleted under the Agreement. The post-termination data-export period does not grant a right to model weights.

The Fine-Tuning Pipeline is a Nonrealtime Service. Availability includes the functioning system for submission, execution and management of valid jobs and access to results. Ordinary job duration, a legitimate queue within documented purchased capacity, or failure to improve model quality is not itself downtime. A stalled or failed processing system is not deemed available merely because its submission endpoint responds.

4Voice Score evaluations and simulations

Voice Score is an analytic and evaluation aid. Customer may configure the scoring criteria, prompts, models, rubrics, weights and other settings exposed by the purchased Service. Customer is responsible for selecting and validating that configuration for its intended use, while VoiceRun remains responsible for operating the evaluation system as contracted.

A score, simulation result or classification is not a definitive determination of legal compliance, employee performance, intent, fraud or another real-world conclusion. Customer will assess the underlying information when making business decisions. Customer owns the results generated specifically for it; VoiceRun retains its underlying evaluation methodology, software and generic models, subject to the Agreement's data-use restrictions.

VoiceRun may improve the underlying system without materially reducing contracted functionality. It will make methodology or model-version information available where practicable. Scores may vary with model, input or configuration changes; identical scores across versions are not guaranteed. Customer configuration is not consent to generalized training or public release of its results.

Voice Score, batch evaluations and simulations are Nonrealtime Services under the SLA unless an Order Form expressly identifies a purchased function as Realtime. Availability includes a functioning processing system and access to submitted jobs and results. Professional Services, business outcomes and individual scoring judgments do not receive a separate uptime target.

5Health information and customer-hosted deployments

Any submission of PHI subject to HIPAA to VoiceRun requires the executed BAA and agreed eligible Services and configuration described in the Enterprise Services Agreement. Approval of a voice-agent workflow or inclusion of health-related information in a DPA does not by itself make a Service eligible. This restriction covers PHI in model inputs, audio, recordings, transcripts, evaluation data and support materials as well as direct API submissions.

VoiceRun Edge and other customer-hosted or on-premises deployments are governed by a rider executed with the applicable Order Form. The rider defines the licensed software, permitted deployment, support, maintenance and allocation of security and operational responsibilities for that deployment, including any approved access by VoiceRun. The public service descriptions do not establish a universal on-premises license or hosted-service SLA for customer-operated infrastructure. Applicable model-delivery rights and any express variations from hosted-model terms must be identified in that rider. Any proposed deployment is subject to the security review and scope confirmation in Section 2.3 of the Enterprise Services Agreement; a rider alone does not establish that the deployment falls within VoiceRun's cloud-service assurance scope.

6Future products and separately contracted providers

New products or use cases require written purchase authorization. These terms apply to them only to the extent identified in that authorization; specialized terms must be expressly incorporated. Customer-selected third-party services contracted independently by Customer remain governed by Customer's third-party contract. VoiceRun's no-training, data-protection and agreed provider-fallback obligations are not displaced merely because a component is supplied by another company. Any technical restriction on fallback must be specifically documented, together with its agreed service-level consequences, rather than inferred from Customer's choice of provider.