Terms and conditions

Resonalia services are provided by Setcod Solutions S.R.L. (the "Provider", "we"). These terms apply to the use of resonalia.com and of the Resonalia services.

The services are intended only for professionals (companies, sole traders, liberal professions) and are not offered to consumers. Each client relationship is governed by the accepted offer or signed contract (the "Order"), these terms and the data processing agreement. If they conflict, the Order prevails.

• Client — the organisation that contracts the services.
• User — a person the Client gives access to the platform.
• Platform — the Resonalia application: voice agents, automation flows, integrations and the dashboard.
• Agent — the automated voice assistant configured for the Client.
• Caller — a person who speaks with the Agent or receives messages on the Client's behalf.
• Client Data — data uploaded, synchronised or generated through the platform for the Client, including conversations.

• voice agents for inbound and outbound calls: answering questions, bookings, confirmations, rescheduling, notifications;
• confirmation flows with retries and SMS, WhatsApp messages, handover to a human operator;
• integration with the Client's systems (CRM, ERP, delivery platforms, etc.) and automation workflows;
• during onboarding, analysis of the call and communication archive the Client provides, to configure the agent on its flows;
• a dashboard with bookings, calls, transcripts and an event log;
• optional services such as Branded Caller ID or dedicated workflows, if included in the Order.

The exact features, included volumes, languages and integrations are those in the Order. Demos, presentations and test environments may use fictional data and are not a commitment to functionality.

The platform may only be accessed with credentials issued by us or by the Client's administrator. The Client is responsible for its Users and for keeping access details confidential, and tells us immediately if it suspects unauthorised access. Do not attempt to access the platform or other clients' data without authorisation.

As controller of the Callers' data, the Client:

• has a legal basis for the call and communication archive it sends us during onboarding;
• has a legal basis for the processing and informs Callers, including about call recording and the use of an automated assistant — the platform provides a configurable opening message;
• obtains the consent required for marketing calls and messages and honours opt-outs (Romanian Law 506/2004);
• makes sure the data and information given to the Agent (opening hours, prices, stock, service lists) are accurate and up to date;
• does not configure the Agent to give medical, legal or financial advice or to make decisions that require a professional, and sets transfer rules to its own staff;
• complies with the rules of its sector — for example professional secrecy, the handling of medical data or the rules on advertising medicines;
• uses phone numbers and caller identity only in its own name and lawfully.

The services may not be used for:

• unsolicited calls or messages without a legal basis, spam or mass automated campaigns;
• fraud, deception, impersonating another person or organisation, or displaying a caller number that isn't yours;
• harassment, threats or content that is illegal, discriminatory or infringes others' rights;
• collecting personal data unlawfully or processing it beyond the stated purpose;
• security testing, overloading, copying or decompiling the platform without our written consent;
• replacing emergency services — the Agent is not an emergency service.

We may suspend the service immediately if there are reasonable signs of prohibited use, and will inform the Client.

The Agent uses artificial intelligence and may misunderstand a request or give an inaccurate answer, especially with background noise or incomplete information. The platform is designed to reduce these risks — checks, confirmations, handover to a person, a full log — but the Client remains responsible for decisions taken on the basis of conversations and for checking important outcomes.

The Agent must not be used for emergencies. In an emergency, Callers must be directed to 112.

The service relies on telephony, SMS, voice technology and messaging providers (listed on the GDPR page). Some features depend on these providers and on mobile carriers. Branded Caller ID and SMS sender identity are activated after the carriers verify the Client and may vary by network and device.

We make reasonable efforts to keep the platform available at all times. Planned maintenance is announced in advance, normally outside peak hours. Guaranteed availability levels (SLA) and response times apply only if set out in the Order. Support is provided by email and phone on working days.

• Prices, subscriptions and usage costs (minutes, SMS, messages) are those in the Order and exclude VAT.
• Invoicing is monthly unless the Order says otherwise; payment is due within 15 days of the invoice date.
• Telephony and messaging costs above the included volumes are invoiced as set out in the Order.
• If a payment is more than 15 days late, after prior notice we may suspend the service until it is paid.

For Callers' data, the Client is the controller and we are the processor. The processing terms, security measures and sub-processors are described on GDPR and data protection, which forms part of these terms. The Privacy policy applies to the data of the Client's contact persons.

Each party keeps the other's non-public information confidential and uses it only to perform the contract. This obligation continues for 3 years after the contract ends, and indefinitely for personal data and professional secrets.

The platform, agents, workflow templates, documentation and Resonalia trademarks belong to us. The Client receives a non-exclusive, non-transferable right of use for the duration of the contract. Client Data belongs to the Client, who grants us the right to process it only to provide the service. We may use aggregated, anonymised statistics to improve the service, without using Client Data to train general AI models or for the benefit of other clients.

We provide the service with professional diligence, as set out in the Order. We don't guarantee that the service will run without any interruption or error.

Each party's total liability per contract year is limited to the amounts paid by the Client in the 12 months before the event. Neither party is liable for indirect damage, lost profits or lost opportunities. These limits do not apply to intent or gross negligence (Art. 1355 of the Romanian Civil Code) or to payment obligations.

• The contract lasts as long as the Order says; if no term is set, either party may end it with 30 days' notice.
• Either party may terminate if the other seriously breaches its obligations and doesn't remedy the breach within 15 days of notice.
• When the contract ends, the Client can export its data for 30 days; we then delete it, except where the law requires us to keep it.

The content of the website and presentations is for information. Examples, names and figures in demos — including impact calculators — are illustrative and are not a firm offer or guaranteed results. Text, graphics and recordings may not be reproduced without our consent.

We may update these terms. Clients are told by email at least 30 days before significant changes; if they disagree, they may end the contract before the changes take effect, without penalty.

These terms are governed by Romanian law. The parties will first try to settle any disagreement amicably; failing that, disputes go to the competent courts at the Provider's registered office.

For any question about these terms: [email protected].