Genesys Cloud is governed by a layered set of documents rather than one licence. The core text is the Genesys Cloud Services Agreement, which together with the Services Orders, statements of work and addenda executed under it makes up the Agreement, and which takes effect when the customer executes a Services Order or SOW that references it.[1] Genesys publishes the documents on one terms page. It lists the Services Agreement for direct customers with localised versions for Australia, Brazil and Japan, additional provisions for the European Union, New Zealand and French health data hosting, a Genesys apps addendum, and, for customers who buy through resellers, the Genesys Cloud End User Agreement with versions for Japan and Brazil.[2] The page notes that a customer who signed a Services Order before the latest posted version can request the then-current version from its Genesys sales representative.[2]
Editions
The agreement does not define editions; those are on the Services Order. It does define the layers a licence manager must tell apart:[1]
| Term | Meaning in the agreement |
|---|---|
| Cloud Services | Genesys-operated cloud offerings based on Genesys proprietary software in a Genesys-managed cloud environment, identified on a Services Order; excludes Third-Party Products, Genesys Apps and Deliverables |
| Genesys Apps | Any Genesys-developed application sold separately in addition to the Cloud Services, including on AppFoundry; formerly called PS Apps or Expert Apps |
| Third-Party Product | Software or service proprietary to someone other than Genesys, sold or licensed separately, accessible through AppFoundry or a third party |
| Deliverables | Configurations, modifications and customisations delivered under a Statement of Work |
| Professional Services | Consulting and implementation services documented in a SOW or Services Order |
The 2026-01-07 revision replaced the earlier defined term PS app with Genesys apps and replaced the earlier RS2 and A3S section with the Genesys apps addendum.[2] Under the Genesys App Addendum, the Cloud Services references also cover Genesys Apps, the order of precedence for those apps is the Addendum, then the Agreement, then the Services Order, and apps are hosted in a separate environment outside the certifications that apply to the Cloud Services.[4] Third-Party Products are governed by the accompanying licence, and Genesys has no liability or additional obligations for them.[1]
Metrics
The agreement does not define named, concurrent or hourly users. Those counting rules are in the Resource Center billing articles and are summarised in Genesys Cloud CX editions and licence types. What the agreement fixes is how counts become money. Genesys invoices in advance on acceptance of the Services Order, annually or at the billing frequency stated; if actual usage exceeds the committed subscription fees for the commitment period, Genesys charges the excess usage monthly in arrears at the subscription pricing on the Services Order.[1]
Counting / floors
The floors in the agreement are commercial. Unused committed quantities are forfeited, do not carry over to following months or years, and have no cash value.[1] Payments are due within 30 days of the invoice date unless the Services Order says otherwise, prepaid amounts are non-refundable except as the agreement states, Services Orders and SOWs are non-cancelable, and past-due amounts bear interest at 1.5% per month or the lower legal rate.[1] A customer that disputes an invoice in good faith must pay the undisputed amount and notify Genesys in writing by the payment due date, after which a 30-day resolution period applies during which withholding the disputed amount is not a material breach.[1]
The initial subscription period is set on the first Services Order. Unless the Services Order says otherwise it renews automatically for the renewal term on the Services Order, and either party can stop that by written notice at least 45 days before the renewal term starts; pricing for renewal terms is subject to change.[1] If the term simply ends without a new order, billing moves to month-to-month at published rates in arrears, a mechanism described in the Resource Center rather than in the agreement.[6]
Virtualization & partitioning
Not applicable to a hosted service. The agreement does address where data and servers sit: the software is located on servers controlled by Amazon Web Services and the customer must comply with the AWS Acceptable Use Policy, and Customer Data resides in the AWS Region selected by the customer, which Genesys will not change without prior written consent.[1]
Cloud / BYOL
The use right is narrow and tied to the term. Genesys grants a non-exclusive, non-transferable, revocable, worldwide right to authorise individuals within the customer’s organisation, its Affiliates and its contractors to use the Materials solely for internal business purposes during the Subscription Term, and the customer has no right to receive a copy of the object or source code of the Cloud Services.[1] The use restrictions that matter most for licensing include:[1]
- No selling, renting, leasing, transferring, sublicensing or sharing of the Materials with third parties except as the agreement authorises.
- No use of the Materials to provide outsourcing, hosting or application service provider services to third parties, other than the customer’s Affiliates and contractors. This restriction is relevant to business process outsourcers that wish to serve their clients on a single direct subscription.
- No publication or disclosure of performance, benchmarking or comparison test results.
- No use to compete with Genesys, no unauthorised penetration testing, vulnerability scanning or automated testing, and no load testing that overburdens the Cloud Services.
Assignment is allowed on a sale of substantially all assets, a merger, a change in ownership or to an Affiliate, but if the customer is acquired by or undergoes a change of control in favour of a direct competitor of Genesys, Genesys may terminate the Agreement on written notice.[1]
Customers who buy through a reselling partner sign the End User Agreement with the partner as Supplier. Its access-right and use-restriction clauses are drafted in the same words as the direct agreement, support is provided under a separate agreement with the Supplier, and the Service Level Agreement and security policy are those published by Genesys.[3]
Programs
Updates, precedence and service levels
Genesys may update the incorporated support and security terms and the continuous delivery description during the Subscription Term, effective on posting. If a change materially degrades functionality, support or security and no workaround is provided, the customer may terminate the affected Services Order within 30 days of publication and receive a refund of prepaid unused fees.[1] For conflicts, the order of precedence is the Third-Party Product and additional-service terms, then the Services Order or SOW, then the Agreement, with the sections on proprietary rights, warranties, limitation of liability and indemnification not modifiable by a Services Order.[1] Under the terms index, any applicable addendum governs over the Services Agreement on the subject of an inconsistency.[2]
The Genesys Cloud Service Level Agreement defines four severity levels and states that service credits for uptime below the published thresholds are a percentage of monthly committed subscription fees and apply only to Annual Prepay or Annual Month to Month contracts; the customer must request the credit within 30 days.[5]
Liability, warranty and suspension
Genesys warrants that during the Subscription Term the Cloud Services will materially conform to the then-current Documentation, with modification, workaround or termination and refund as the exclusive remedy.[1] Each party’s aggregate liability is capped at fees paid and payable in the applicable 12-month Liability Period, excluding Professional Services, with listed exceptions such as IP indemnities, confidentiality and failure to pay fees.[1] Genesys may suspend the service immediately for legal violation or imminent security compromise and may suspend for non-payment after at least 30 days notice.[1] On termination the customer must stop using the Materials and destroy Genesys Confidential Information with a signed statement, and may request a 30-day extension to retrieve Customer Data, during which usage is charged.[1]
Third-party channel terms
Customers using Apple, WhatsApp, Facebook, Instagram or X channels through Genesys also agree to the platform operators’ terms. For WhatsApp that includes Meta’s hosting terms and business messaging policy, and initial and continued access is subject to approval and ongoing review by the platform.[7] Where an Hourly Interacting licence is enabled, the pricing hub requires a corresponding Hourly Interacting licence for listed PS apps.[8]
Audits and compliance
The text of the Genesys Cloud Services Agreement analysed here contains no audit clause. Genesys measures use through the platform itself (for example through the Billable Usage and Concurrent Usage reports) and bills overage in arrears, so the practical compliance exposure is financial rather than an inspection right. Customers should still check the executed Services Order for any additional audit or verification wording. The agreement does require each party to comply with applicable laws, including artificial intelligence, anti-corruption and export laws, and the customer warrants that neither it nor its authorised users appear on restricted-party lists.[1]
Out of scope
This article does not reproduce the country-specific agreements for Australia, Brazil, Japan, the European Union, New Zealand or France, the Genesys Cloud Voice addenda, the data processing agreement, or the Genesys Cloud security policy. It does not address Genesys Engage or PureConnect master agreements, which are covered in Genesys PureConnect and Engage on-premises licensing.