The 8x8 UCaaS/CCaaS Service Terms are the base contract for 8x8’s cloud telephony and contact centre services. They are also called the 8x8 Virtual Office and Virtual Contact Center Service Terms, and the page is headed “Last Updated: April 9, 2026.”[1] 8x8’s terms index maps 8x8 Virtual Office, Virtual Contact Center, and the elements of those services within 8x8 Editions and X Series (X1 to X8) to these terms.[3] The index also warns that the base terms “are not necessarily the terms and conditions that apply to a customer’s subscription,” which depends on the documents through which the customer subscribed.[3]
Editions
The Service Terms apply to all Orders, SaaS Services and Project Services, and to equipment, forming the “Ordered Products.” SaaS Services mean 8x8’s unified-communications-as-a-service, such as 8x8 Virtual Office and 8x8 Work, and contact-centre-as-a-service, such as 8x8 Virtual Contact Center and 8x8 Contact Center, whether stand-alone, included in 8x8 Editions or X Series, or bundled with other services.[1] The terms add that 8x8 Work and 8x8 Contact Center previously were named Virtual Office and Virtual Contact Center, so references to the older names in any document mean the new ones.[1]
The agreement is created when the customer first executes a document incorporating the Terms, accesses or uses SaaS Services after being notified that the Terms apply, or otherwise accepts them. It consists of the Terms and all Orders, SOWs and related documents.[1] The order of precedence is: Orders first, then SOWs (only for billing, payment and performance of Project Services), then the Terms. Within the Terms the data processing addendum ranks first, then the Regional Terms, then the Use Policy, then other components.[1] Catalog row: Order precedence. Each Order is coterminous with the Agreement, so all Orders terminate or renew together, which matters when a customer adds licences mid-term.[1]
Metrics
The Service Terms measure by the quantity of “Ordered SaaS Services” set in an Order, with the Agent as the defined user. An Agent is an individual identified by a unique login. 8x8 provides one login per UCaaS extension, and the login and extension are for a single Agent’s use except for Conference Extensions.[1] The Use Policy requires each extension to be accessed only by the User assigned to it, and says the customer must ensure users are “sufficiently under your control” and are trained and overseen to comply.[2]
Four fee types appear:
| Fee | Definition in the terms |
|---|---|
| Service Fees | “the base recurring fees for Ordered SaaS Services” |
| Regulatory Fees | Emergency Services Fees (E911 Service Fees in the US), Regulatory Recovery Fees (US) and other recurring fees charged for each number associated with telephony services |
| Administrative Fees | Fees 8x8 charges, at cost, to recover fees or surcharges that carriers or suppliers impose on 8x8 for the customer’s use |
| Taxes | Taxes, levies and charges including sales, VAT, universal service fees and emergency services surcharges |
The Taxes and Administrative Fees stated in the agreement are non-binding estimates.[1] Catalog row: Regulatory Fees are charged per number.
Counting / floors
Subscription Commitment
The customer pays all Service Fees, Regulatory Fees, Administrative Fees and Taxes for the entire Initial Term identified in its first Order, or 36 months if the Order does not identify one, and for each renewal term. The Terms name this the Subscription Commitment and state: “THIS COMMITMENT IS A MATERIAL BASIS FOR PRICING AND OTHER TERMS OF THIS AGREEMENT.”[1] The section containing the commitment is listed among the provisions that survive termination of the agreement.[1] Catalog row: Subscription Commitment.
Reductions
A customer may reduce the quantity of Ordered SaaS Services or downgrade them, for example to a lower-cost tier, “for a renewal Term by giving 8x8 at least forty-five (45) days’ notice before the renewal Term begins.”[1] The same reduction right is the only mechanism by which licence counts fall; there is no mid-term true-down. For a multi-year Order this means a licence count can only fall at the end of the Initial Term. A reduction notice that misses the 45-day window leaves the customer committed for the next 12-month term.
Renewal and pricing
At the end of any term the agreement renews automatically for a 12-month renewal term, unless the initial or a later Order states otherwise, unless either party gives notice of non-renewal at least 30 days before the term ends.[1] The two notice periods differ, 30 days for non-renewal and 45 for reduction, which is a trap for teams that diarise only one date. Catalog row: Automatic 12-month renewal.
The pricing commitment is described as follows. The customer’s first Order of SaaS Services in a country during a term sets the maximum rates for Service Fees and Regulatory Fees for later Orders of those services in that country during the term. At the start of a renewal term 8x8 may increase rates by up to 5 percent above the end-of-term rates, but may increase them up to its list price on 60 days’ notice before the renewal term begins. 8x8 may also increase Regulatory Fee rates up to list price if its related costs have substantially increased.[1] The 5 percent cap is therefore conditional on 8x8 not giving the 60-day notice. Catalog row: SaaS Services Pricing Commitment.
Payment
Recurring charges are billed per the Order starting on its effective date. Payments are non-refundable and non-creditable unless the agreement expressly says otherwise, delinquent amounts accrue monthly interest at the lesser of 1.5 percent or the legal maximum, and a customer may dispute an overbilled amount by emailing a claims address within 30 days of its posting or invoicing. Failure to dispute in time waives the right to dispute.[1] By default 8x8 withdraws payment by ACH from an account the customer keeps on file, and may permit Net 30 payment by invoice, which it may revoke only if the customer’s creditworthiness or solvency is in question.[1] Usage charges are paid at the rates on the Usage page at the time of use.[1] Service fees are billed in advance and usage in arrears.[5]
Promotion and discount codes must be provided at the time of the Order, may not be used cumulatively or retroactively, and do not last beyond a single term; 8x8 can change or discontinue them at any time.[1] Equipment bought on an extended payment plan is paid for over the term in the Order, or 24 months if none is stated, and the customer can terminate the plan on 30 days’ notice, after which all unpaid amounts fall due.[1]
Virtualization & partitioning
There are no virtualization terms. Two structural provisions matter for corporate groups. 8x8 may, in its discretion, accept Orders from a Customer Affiliate, in which case references to Customer include both, and may designate its own Affiliate to enter into Orders, in which case that Affiliate is the service provider for those Orders.[1] The Use Policy limits use to the customer’s or its Affiliate’s internal business use and forbids reselling or otherwise making the services available to anyone other than its Affiliates.[2] Outsourced contact centre operators are not Affiliates by definition, so a customer that serves a third party’s customers from its own tenant should check that arrangement against this restriction.
Cloud / BYOL
8x8 hosts the services and states that they are not error-free or available 100 percent of the time, and are communications services not intended for data backup or storage.[1] The customer must have all consents and licences needed for its own use, and must obey rules for outbound activity, including enforcing a “do not call” list for telemarketing.[2] 8x8 will not materially reduce the overall functionality or security of the Ordered SaaS Services without written consent but may make upgrades or other changes.[1] The Terms also record that the customer’s purchases are not contingent on future functionality.[1]
Programs
Termination
The Agreement can be terminated only on grounds the Terms list: either party on 30 days’ notice for an uncured material breach (with no right to cure if 8x8 terminates for two or more payment breaches); either party on a solvency event; 8x8 on 30 days’ notice for an infringement claim it cannot avoid, if the customer rejects a change to the Terms, or if it must terminate to comply with law; and the customer within 30 days after the Effective Date if the services do not satisfy its requirements. The Terms state that these are the parties’ “sole and exclusive rights to terminate.”[1]
The 30-day satisfaction right ends the Subscription Commitment and entitles the customer to a refund of unused prepaid SaaS amounts. Returned equipment is refunded less a $25 per piece restocking fee.[1] Catalog row: 30-day satisfaction termination. If the customer terminates for 8x8’s breach or insolvency, or 8x8 terminates for infringement, a term change rejection or legal compliance, the Subscription Commitment ends with a refund of unused prepaid amounts. “No other termination shall relieve Customer of its Subscription Commitment or entitle it to any refund.”[1]
Change control
8x8 may not change the Terms in a way that would materially and adversely affect the customer unless it gives 30 days’ notification and the customer does not reject the change. If the customer rejects, the agreement continues without the change, but 8x8 may terminate on 30 days’ notice. Other changes, such as terms to support a new country or offering, take effect when posted.[1] The Service Terms incorporate documents referenced by URL, including policies posted on the Legal Information Hub as 8x8 may update them.[1] Hence the Use Policy and the Usage page, which can change, form part of the contract.
Liability, disputes and assignment
8x8’s and its affiliates’ maximum liability is limited to the total Service Fees payable over the 12 months before the first incident, on a cumulative basis, and consequential damages and lost profits are excluded.[1] Covered Claims go through a 30-day executive escalation and then binding AAA arbitration in Santa Clara County, California, under California law.[1] The customer may not assign without 8x8’s written consent, except in a bona fide sale of the customer or substantially all its assets on at least 10 days’ notice.[1] Customers are responsible for their own users’ compliance with the Use Policy, and 8x8 may suspend or restrict services used in violation of it.[1]
Out of scope
- Audit rights. The Service Terms reviewed contain no clause giving 8x8 a right to audit the customer’s licence counts. Compliance operates through the single-login rules, the Use Policy and billing records. A negotiated Order can add terms.
- Data processing. The data processing addendum and regional terms for the UK and Europe, Italy and other places are not licensing metrics.
- Reseller contracts. Customers who subscribe through resellers have a different contract set, as 8x8’s terms index states.[3]
- Usage rates. See 8x8 messaging, storage, usage and developer licences.