Sojern Termini e Condizioni

Ultimo aggiornamento 6 novembre 2025

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I presenti Termini e Condizioni di Sojern (“Termini”) sono stipulati tra l'entità Sojern indicata nel Modulo d'Ordine (“Sojern”), e la parte contraente identificata nel Modulo d'Ordine (“Cliente”), congiuntamente denominate “Parti” e ciascuna individualmente come “Parte”. Le Parti concordano i presenti Termini, inclusi eventuali Programmi dei Servizi applicabili, Moduli d'Ordine e SOW, ciascuno dei quali diventa vincolante per le Parti e viene incorporato nei presenti Termini al momento dell'esecuzione di un Modulo d'Ordine (“Data di Entrata in Vigore dei Termini”). Ogni Modulo d'Ordine o SOW è regolato e incorpora i seguenti documenti, collettivamente denominati “Accordo,” che consiste in:

Modulo d'ordine e/o Dichiarazione di lavoro;
Programma(i) di servizio; e
I presenti Termini.

In caso di conflitto, l'ordine di precedenza è stabilito sopra in ordine decrescente di controllo. Qualora i presenti Termini o un Modulo d'ordine siano stati tradotti in una lingua diversa dall'inglese, tali traduzioni avranno scopo puramente informativo e la versione inglese prevarrà in caso di conflitto.

SI PREGA DI LEGGERE ATTENTAMENTE IL PRESENTE ACCORDO PER ASSICURARSI DI COMPRENDERE OGNI DISPOSIZIONE. IL PRESENTE ACCORDO CONTIENE UNA CLAUSOLA ARBITRALE OBBLIGATORIA CHE RICHIEDE L'USO DELL'ARBITRATO PER RISOLVERE LE CONTROVERSIE SOLO SU BASE INDIVIDUALE E SENZA UN PROCESSO CON GIURIA.

1. Definizioni

“Contenuto dell'annuncio” indica qualsiasi contenuto che promuove i prodotti e/o i servizi del Cliente, inclusi, a titolo esemplificativo ma non esaustivo, immagini, grafici, testo, dati, link o altri oggetti o codici digitali.

“Inserzionista” indica il cliente finale per il quale Sojern fornisce i propri Servizi. Potrebbe anche essere un Hotel Rappresentato.

“Affiliata” indica qualsiasi entità che direttamente o indirettamente controlla, è controllata da, o è sotto il controllo comune della Parte. Per "Controllo", ai fini della presente definizione, si intende la proprietà o il controllo diretto o indiretto di oltre il 50% degli interessi votanti della Parte. Qualsiasi entità legale sarà considerata un'Affiliata di una Parte finché tale interesse sarà mantenuto.

“Struttura Affiliata” indica un hotel o una catena che acquista i Servizi Sojern direttamente da Sojern, ma ha un rapporto con un marchio aziendale come affiliato o in altro modo.

“Agenzia” indica un'agenzia media o una società di gestione che acquista i Servizi Sojern a beneficio del proprio Hotel Rappresentato.

“Account Cliente” indica un account unico per il Cliente e i suoi Utenti per accedere e utilizzare i Servizi Sojern.

“Contenuto pubblicitario del Cliente” indica qualsiasi immagine, grafica, testo, dato, link o altro oggetto digitale o codice (ma non solo) fornito dal Cliente (o per suo conto) che è incluso o utilizzato per fornire qualsiasi contenuto che promuova i prodotti e/o i servizi del cliente.

“Materiali del Cliente” indica i materiali, i sistemi, i dati (anche tramite CRM o SFTP), il personale, i marchi e i loghi del Cliente. Ciò include il Contenuto pubblicitario del Cliente.

‍“Asset/i Digitali” indica qualsiasi sito web, applicazione mobile, applicazione software, piattaforma digitale o strumento posseduto, gestito, concesso in licenza o amministrato dal Cliente, o da una terza parte che fa parte del Sojern Network.

“Documentazione” indica la versione attuale dei file readme e di aiuto, della knowledge base e di altra documentazione applicabile ai Servizi Sojern e messa a disposizione del Cliente.

‍“Utente finale” indica i visitatori o i clienti dell'Inserzionista che visitano o utilizzano gli Asset Digitali di proprietà del Cliente o di altre terze parti sul Sojern Network.

“Piattaforma Guest Experience”/“GEP” indica l'applicazione basata su cloud di Sojern, l'applicazione mobile e la piattaforma per il coinvolgimento e la gestione degli ospiti, inclusa la gestione delle relazioni con i clienti e qualsiasi supporto, manutenzione e servizio professionale corrispondente.

“Diritti di Proprietà Intellettuale” indica tutti i) brevetti, divulgazioni di brevetti e invenzioni (brevettabili o meno), ii) marchi, marchi di servizio, loghi, nomi commerciali o aziendali, nomi di dominio, insieme a tutto l'avviamento ad essi associato, iii) diritti d'autore e opere protette da copyright (incluso il software per computer), diritti su dati e database, iv) segreti commerciali, know-how e altre informazioni riservate, e v) tutti gli altri diritti o forme di protezione di natura simile, comunque designati, siano essi applicabili, registrati o meno, in qualsiasi paese.

“Modulo d'Ordine” indica l'accordo commerciale stipulato dalle Parti che stabilisce i prezzi e le opzioni specifiche per la fornitura del Servizio da parte di Sojern al Cliente. I termini in maiuscolo qui utilizzati ma non definiti avranno il significato stabilito nel Modulo d'Ordine. Le Parti possono stipulare più Moduli d'Ordine, se del caso.

“Servizi Media” significa tutti i servizi pubblicitari forniti da Sojern ai sensi dei presenti Termini, inclusi i Servizi Programmatici, e la Pubblicità sui Social Media inclusi i Servizi Meta, i Servizi Metasearch, i Servizi SEM e qualsiasi altro servizio di digital marketing come l'email marketing (ciascuno come applicabile).

“Servizi Professionali” significa qualsiasi consulenza, architettura, formazione, configurazione o altre soluzioni accessorie stabilite in un Modulo d'Ordine e/o SOW.

“Hotel Rappresentato/i” significa un hotel o una catena alberghiera che utilizza un'agenzia o una società di gestione per procurare e/o gestire i Servizi Sojern per suo conto.

“Dati del Servizio” significa i dati che Sojern raccoglie utilizzando la Tecnologia Sojern in relazione alla fornitura dei Servizi Sojern attraverso: il Sojern Network, le Risorse Digitali del Cliente o altri meccanismi applicabili, e attraverso la Sojern Platform. Potrebbe includere informazioni aggregate e anonimizzate dell'Utente Finale.

“Sojern Network” significa siti web, network, applicazioni mobili, dispositivi, piattaforme e canali di terze parti che non sono di proprietà, gestiti o controllati da Sojern, ma sui quali Sojern ha un diritto contrattuale di pubblicare Contenuti Pubblicitari, targettizzare gli utenti o accedere ai dati per conto del Cliente utilizzando la Tecnologia Sojern.

“Sojern Platform” significa la piattaforma basata sul web e qualsiasi tecnologia sottostante per accedere a determinati Servizi Sojern.

“Politiche Sojern” significa, a seconda dei casi, la Politica Pubblicitaria, la Politica di Utilizzo Accettabile e altre politiche simili.

“Programma/i di Servizio” significa i termini specifici del servizio applicabili al/ai Servizio/i Sojern pertinente/i.

“Servizio/i Sojern” significa qualsiasi servizio fornito da Sojern ai sensi di un Modulo d'Ordine e/o SOW in base ai presenti Termini tramite la Tecnologia Sojern, i Servizi Professionali o altro.

“Tecnologia Sojern” significa le soluzioni proprietarie di Sojern per i media digitali, il marketing e i dati utilizzate per fornire i Servizi Sojern, inclusa la Sojern Platform, e qualsiasi script, tag, altro codice software, API, applicazione mobile, software o integrazione da parte di Sojern nel Sojern Network come parte dei Servizi Sojern.

“Utenti” indica una singola persona fisica, sia essa un dipendente, un collaboratore o un agente del Cliente, autorizzata dal Cliente ad accedere e utilizzare l'account del Cliente, configurare i Servizi Sojern, accedere a resoconti e analisi o gestire i pagamenti. Se l'Utente non è un dipendente o un collaboratore del Cliente, l'utilizzo dei Servizi Sojern sarà consentito solo se l'Utente è soggetto a obblighi di riservatezza con il Cliente almeno altrettanto restrittivi di quelli previsti nelle presenti Condizioni e accede ai Servizi Sojern esclusivamente per supportare gli scopi commerciali interni del Cliente con il consenso del Cliente. Sojern si riserva il diritto di verificare con il Cliente l'accesso di qualsiasi Utente.

2. Utilizzo e Diritti di accesso

2.1 Accesso al Servizio Sojern. Subordinatamente al pagamento delle Tariffe da parte del Cliente e in conformità all'Accordo, Sojern fornirà i Servizi Sojern al Cliente e alle sue Affiliati, durante il Periodo, fatte salve le limitazioni stabilite nel Modulo d'Ordine applicabile e nel Programma di Servizio.

2.2 account del Cliente. In relazione alla ricezione dei Servizi Sojern da parte del Cliente, al Cliente verrà chiesto di creare un “account del Cliente.” A seconda delle informazioni che il Cliente rende disponibili durante l'utilizzo della Tecnologia Sojern, il Cliente può utilizzare l'account del Cliente per regolare budget, fatturazione e pagamenti, configurare, gestire gli utenti e visualizzare vari tipi di analisi, che possono includere visite ai siti web designati del Cliente, nonché prenotazioni generate da Sojern (ove applicabile). Se il Cliente crea un account del Cliente, il Cliente accetta di fornire informazioni accurate e veritiere al momento della creazione dell'account del Cliente e di mantenerle aggiornate. Il Cliente sarà responsabile di tutte le attività che si verificano utilizzando l'account del Cliente, incluse eventuali perdite subite da Sojern o da qualsiasi altro Utente autorizzato dei Servizi Sojern derivanti dalla mancata manutenzione della sicurezza delle informazioni del proprio account da parte del Cliente.

‍2.3 Utilizzo della Tecnologia Sojern e Accesso del Cliente. Per consentire a Sojern di fornire i Servizi Sojern, Sojern: i) metterà a disposizione del Cliente la Tecnologia Sojern, e il Cliente implementerà e manterrà la Tecnologia Sojern sui propri Asset Digitali designati, o ii) il Cliente fornirà l'accesso ai propri Asset Digitali o ai propri Materiali del Cliente. Il Cliente si assicurerà di ottenere tutte le autorizzazioni necessarie per implementare, mantenere e utilizzare la Tecnologia Sojern sui propri Asset Digitali designati. Sojern potrà, di volta in volta, fornire al Cliente un aggiornamento della Tecnologia Sojern e il Cliente inserirà o implementerà tempestivamente, o incaricherà qualsiasi terza parte autorizzata di inserire o implementare, tali aggiornamenti come indicato da Sojern. Al fine di fornire i Servizi Sojern, Sojern utilizzerà, analizzerà, elaborerà, memorizzerà e combinerà i Dati del Servizio con altri dati. Sojern potrà utilizzare i Dati del Servizio per migliorare la Tecnologia e i Servizi Sojern, e altri programmi o soluzioni, creare analisi, resoconti e pubblico. Il Cliente potrà utilizzare la Tecnologia Sojern solo in conformità alle limitazioni stabilite nell'Accordo.

3. Pagamenti e Fatturazione

3.1 Termini di pagamento. Il Cliente pagherà Sojern in conformità alle Tariffe stabilite nel Modulo d'Ordine applicabile (“Tariffe”) e nel Programma di Servizio. Il pagamento delle Tariffe verrà effettuato utilizzando il metodo specificato dal Cliente tramite l'account del Cliente. Il Cliente è responsabile di mantenere tutte le informazioni dell'account accurate e aggiornate, incluse, se applicabile, le informazioni della carta di pagamento, del conto bancario, l'indirizzo e le informazioni di contatto dell'account. Le Tariffe possono includere eventuali costi correlati, inclusi i servizi di terze parti come indicato nel Modulo d'Ordine applicabile (o tramite altri mezzi di notifica applicabili). Il Cliente dichiara che Sojern è autorizzata ad addebitare il pagamento registrato nell'account del Cliente per tutte le Tariffe, e che il Cliente sarà responsabile di tutti gli addebiti sostenuti dagli Utenti o da altri metodi di pagamento utilizzati (come le informazioni del conto bancario) in relazione a un acquisto o ad altre interazioni di transazioni monetarie con Sojern. Tutte le Tariffe sono pagabili come indicato nel Modulo d'Ordine e non sono annullabili né rimborsabili, salvo quanto diversamente stabilito nel Modulo d'Ordine applicabile. Sojern si riserva il diritto di applicare qualsiasi pagamento ricevuto a qualsiasi fattura in sospeso, incluse le Tariffe dovute a fatture più vecchie.

3.2 Contestazioni. In caso di ritardo nel pagamento, Sojern potrà, senza rinunciare o pregiudicare altri diritti o rimedi disponibili: i) addebitare il minore tra l'1,5% al mese o il tasso massimo consentito dalla legge applicabile, ii) sospendere immediatamente il/i Servizio/i Sojern applicabile/i fino a quando le Tariffe non saranno saldate, e/o, iii) ove applicabile, accelerare automaticamente tutte le Tariffe totali rimanenti dell'ordine, che diventeranno immediatamente esigibili e pagabili. Il Cliente rimborserà tutti i costi o le spese (inclusi, a titolo esemplificativo ma non esaustivo, le ragionevoli spese legali) sostenuti da Sojern per riscuotere qualsiasi importo non pagato alla scadenza e non contestato correttamente. Se il Cliente paga con carta di credito e la carta di credito viene rifiutata per qualsiasi rata, a partire da cinque (5) giorni dopo l'addebito non riuscito, Sojern potrà sospendere immediatamente i Servizi Sojern fino a quando il pagamento non sarà saldato. Se il Cliente richiede un numero d'ordine (PO) per il pagamento di una fattura, allora il Cliente deve fornire tale numero inviando un'e-mail a accounting.billing@sojern.com entro tre (3) giorni dalla sottoscrizione di un Modulo d'Ordine. Tuttavia, la mancata fornitura di un numero d'ordine (PO) da parte del Cliente non lo esonera dall'obbligo di pagare le Tariffe.

‍3.3 Taxes. Customer will be responsible for all applicable taxes in connection with their Order Form or SOW, including, but not limited to, sales, use, excise, value-added, goods and services, consumption and other similar taxes or duties (“Taxes”). Should any payment for Sojern Services be subject to withholding tax by any government, Customer will reimburse Sojern for such withholding tax. If Customer is exempt from any Taxes for any reason, Sojern will exempt Customer from such Taxes on a going-forward basis once Customer delivers a duly executed and dated valid exemption certificate to Sojern and Sojern finance department has approved such exemption certificate. If for any reason a taxing jurisdiction determines that Customer is not exempt from such exempted Taxes and then assess Sojern such Taxes, Customer agrees to promptly pay Sojern for such Taxes, plus any applicable interest or penalties assessed.

4. Agency, Affiliates & Beta

4.1 Agency. If Customer is an Agency or management company signing an Agreement on behalf of a Represented Hotel who will be identified in such Agreement, Customer represents and warrants: (i) that it is authorized to sign the applicable Agreement(s) on behalf of the Represented Hotel; and (ii) Customer will assume liability for all invoices issued pursuant to the applicable Agreement(s) in the event that the Represented Hotel does not timely pay such invoices; iii) it agrees on behalf of the Represented Hotel to these Terms; iv) that all acts performed by Agency on behalf of its Represented Hotels in connection with the use of the Sojern Services shall be in strict compliance with these Terms. If the Agency has not bound a Represented Hotel to these Terms, the Agency will remain liable for performing any of the Represented Hotel’s obligations. Agency shall notify Sojern without undue delay should the relationship between the Agency and Represented Hotel terminate in a manner that impacts the Agreement.

4.2 Affiliated Property. If Customer is a corporate hotel brand and wants to access its Affiliated Property’s Customer Account with Sojern, Customer represents and warrants it has all appropriate consent and permission to access that Customer Account through its relationship with the Affiliated Property and will remain wholly liable to Sojern for any damages as a result of that access. Customer as a brand may allow the Affiliated Property to adopt these Terms for the Sojern Services.

4.3 Affiliates. An Affiliate of a Customer may use the Sojern Services under these Terms. However, Customer will remain responsible for the acts and omissions of their Affiliates in connection with each Affiliate’s use of the Sojern Services during their orders, including, without limitation, breach of the terms of the Agreement applicable to such Affiliate, even if such Control is no longer maintained. Any claim from any Affiliate that uses the Sojern Services under these Terms shall only be brought against Sojern by the Customer (who is the parent entity). Notwithstanding the foregoing, Sojern may refuse to provide the Sojern Services to any Affiliate that fails to pass, in Sojern’s reasonable business judgment, a background check or financial history audit.

‍4.4 Beta Products. Sojern may offer the right to use certain experimental features or products from time to time (“Beta Products”). All Beta Products are provided on an “as is” and “as available” basis, without any representations, warranties, covenants or obligations of any kind, and may be terminated by Sojern at any time. Any use of Beta Products by Customer is solely at the Customer’s own risk.

5. Intellectual Property and Privacy

5.1 Intellectual Property. Sojern is the sole owner or authorized licensee of all Intellectual Property Rights in and to the Sojern Technology, the Sojern Services, and Sojern-Created Content as well as any changes, derivatives, corrections, developments, enhancements, updates and other modifications, improvements by Sojern through Customer’s use of the Sojern Technology or Sojern Services. Subject to the Agreement and during the Term only, Sojern hereby grants Customer, a non-exclusive, non-transferable, and non-sub licensable license to access, use the Sojern Services and Sojern Created Content for its business purposes only.

5.2 Restrictions. Customer shall not or permit any third party to, i) alter, modify, or create any derivative works of the Sojern Services or Technology, the underlying source code, or the Documentation in any way, including without limitation customization, translation or localization; ii) rent, lease, license, sublicense, encumber, sell, offer for sale, or otherwise transfer rights to the Sojern Services, Technology or Documentation, including for timesharing or as a service bureau; iii) port, reverse compile, reverse assemble, reverse engineer, decompile, disassemble or otherwise attempt to discover the source code of the Sojern Services, Technology or Documentation; (iv) copy, distribute, link, frame, mirror or otherwise make available any portion of the Sojern Services, Technology to any third party other than a third-party contractor who may only use the to support the Customer’s internal purposes; (v) remove or alter any logos, trademarks, links, copyright or other notices, legends or markings from the Sojern Services or Documentation; (vi) attempt to bypass or tamper with the security, operation, use limits, or access control technology of the Sojern Services; (vii) attempt to access the accounts or data of any other customer; (viii) use the Sojern Services for benchmarking purposes or otherwise to analyze its workings and features for competitive purposes or in a manner that imposes unusual demands on the Sojern Services outside of normal functions and operations; (ix) use, or allow the use of, the Sojern Services by anyone located in, under the control of, or a national or resident of a U.S. embargoed country or territory or by a prohibited end user under export control laws; (x) use the Sojern Services in a manner that interferes with the use or enjoyment of it by others, including using the Sojern Services to create, use, send, store, or run viruses or other harmful computer code, files, scripts, agents, or other programs, or circumventing or disclosing the user authentication or security of the Sojern Services or any host, network, or account related thereto; or (xi) use the Sojern Services or Documentation in a way that: 1. violates applicable law or infringes upon the rights of a third party, including those pertaining to contract, intellectual property, privacy, or publicity; 2. or that violates Sojern Policies, which is incorporated herein and found here; 3. or that effects or facilitates the storage or transmission of libelous, tortious, or otherwise unlawful material including, but not limited to, material that is harassing, threatening, or obscene. Notwithstanding any other provision of this Agreement, in the event of Customer’s breach of any restrictions in this Section 5, Sojern shall have the right upon notice to immediately suspend the Sojern Services until such breach is corrected.

5.3 Customer Intellectual Property. Customer is the sole owner of its own Intellectual Property Rights.

As applicable, Customer hereby grants Sojern a worldwide, non-exclusive, royalty-free, fully paid up, transferable license, with a right to sublicense, to use, reproduce, distribute copies of, modify, publicly perform and publicly display and otherwise exploit Customer Ad Content, and if applicable, any other Customer Materials provided to Sojern: (i) as necessary to provide the Sojern Services; (ii) to serve the Customer Ad Content on Sojern Networks; (iii) create custom audiences; and (iv) in order to create advertisements, and emails for Customer and Customer’s business, to be served on Sojern Networks or through email marketing campaigns (“Sojern-Created Content”). Customer agrees that Sojern may use the Customer Ad Content and Customer’s name, trademarks, and/or logos: (i) on Sojern’s website; (ii) in communications about its business partners, including, without limitation, webinars, pitch decks, communications with the press without prior consent.

5.4 Other than as expressly provided for in these Terms, neither Party will acquire any right, title, possession, control or interest in any Intellectual Property Rights belonging to the other Party or the other Party’s licensors.

5.5 Privacy. If the Parties process personal data in the context of the Sojern Services, they agree to comply with their respective obligations under applicable privacy and data protection laws, regulations, and industry self-regulatory principles. Customer will provide notice to, and obtain any required consents from, its End Users and other applicable individuals regarding its collection, use, storage, or disclosure of personal data, including Sojern’s collection, use, storage, or disclosure of personal data when such data is collected directly from Customer’s Digital Assets. Personal data shall be treated in accordance with the Sojern Privacy Policy, available at https://www.sojern.com/privacy/privacy-policy, and Sojern shall maintain administrative, physical, and technical safeguards for protection of the security, confidentiality, and integrity of personal data. To the extent applicable under relevant privacy laws, these Terms incorporates by reference the Sojern Data Processing Addendum (“Sojern DPA”), available at https://www.sojern.com/partner-dpa/na-en, and Customer is a data controller and Sojern is a data processor with respect to personal data. If, as applicable under relevant privacy laws, Sojern cannot operate as a “processor” or “service provider”, it shall act as a “business,” “controller,” or equivalent term.

6. Third-Party Designated Websites/Services

Customer may authorize (and these Terms may serve as the authorization) Sojern or a third party to insert or implement the Sojern Technology on third-party designated website(s), booking engines, software, platform or procure third-party services on behalf of Customer. Sojern will not have any liability of any nature whatsoever which arises as a result of compliance with Customer’s authorization. Sojern makes no representations as to the suitability, functionality, or legality of any third-party websites, booking engines, or services that Customer has authorized for implementation of Sojern Technology. Customer’s correspondence or business dealings with a third party, and any other terms, conditions, warranties, or representations associated with such dealings, are solely between Customer and such third party. There are no third-party beneficiaries to these Terms. In the event that Customer chooses to integrate or interoperate third-party services with the Sojern Services in a manner that requires exchange or access customer data with such third-party services or third-party services provider, Customer grants Sojern: (a) the permission to allow the third-party services and third-party services provider to access customer data and information about Customer’s usage of the third-party services as appropriate and necessary to enable the interoperation of that third-party services with the Sojern Services, and will be fully responsible for all fees associated with such access; (b) acknowledge that any exchange of data between Customer and any third-party services is solely between Customer and the third-party services provider and is subject to the third-party services provider’s terms and conditions governing the use and provision of such third-party services; and (c) agree that Sojern is not responsible for any disclosure, modification or deletion of customer data resulting.

7. Warranties & Disclaimers

7.1 Customer. Customer represents and warrants that: (i) it will comply with all applicable local, state, national and international laws, including, but not limited to, laws governing intellectual property and other proprietary rights, data protection and privacy, as well as U.S. export laws and regulations; (ii) it has any necessary authorizations and consent to access: (a) the designated website(s), and (b) the Customer Materials and any other content provided by Customer to Sojern. The Customer represents and warrants that the Customer Materials (i) does not and will not infringe, violate or misappropriate any third-party rights, including any patent, trademark, trade secret, copyright, right of publicity, or any other intellectual property or proprietary right; and (ii) complies with Sojern’s Advertising Guidelines. Customer shall have the sole responsibility for the accuracy, quality, and legality of Customer Materials provided and the means by which Customer acquired the Customer Materials.

7.2 Sojern. Sojern represents and warrants that it will comply with all applicable local, state, national and international laws, including, but not limited to, laws governing intellectual property and other proprietary rights, data protection and privacy as well as U.S. export laws and regulations.

7.3 Sojern Professional Services. Sojern warrants that the Professional Services will be performed in a competent and workmanlike manner in accordance with accepted industry practices and the terms and conditions herein. However, if Customer does not provide Sojern with timely access to Customer Materials, then Sojern’s performance will be excused until access is provided. Customer’s exclusive remedy for breach of this warranty is to notify Sojern in writing within thirty (30) days of the non-conforming Professional Services. Upon receipt of such notice, at Sojern’s option, Sojern will either use commercially reasonable efforts to re-perform the Professional Services in conformance with these warranty requirements or will terminate the affected Professional Services and will refund Customer the prorated amount of Fees for the unperformed and non-conforming Professional Services. This Section sets forth Customer’s exclusive rights and remedies and Sojern’s sole liability in connection with the performance of Professional Services.

‍7.3 Disclaimer. EXCEPT FOR THE EXPRESS REPRESENTATIONS AND WARRANTIES STATED IN THE AGREEMENT: A) NEITHER PARTY MAKES ANY REPRESENTATION OR WARRANTY OF ANY KIND, WHETHER EXPRESS, IMPLIED IN FACT OR BY OPERATION OF LAW OR STATUTORY, AS TO ANY MATTER WHATSOEVER; AND B) EACH PARTY DISCLAIMS ALL IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND TITLE. In addition, there is no guarantee that Sojern Services will lead to any clicks, leads or actual acquisitions.

8. Confidentiality

8.1 Definition of Confidential Information. Each Party agrees that all business, technical and financial information that is designated as “Confidential” or “Proprietary,” or is disclosed in a manner that a reasonable person would understand the confidentiality of the information disclosed by a party (“Disclosing Party”) to the other party (“Receiving Party”) under an Agreement are the confidential property of the Disclosing Party and its licensors (“Confidential Information”). The Receiving Party shall not be obligated under this Section 8 with respect to information that: (i) is or has become readily publicly available through no fault of the Receiving Party or its employees or agents; (ii) is received from a third party lawfully in possession of such information and the Receiving Party has no knowledge of any disclosure restrictions on such third party to disclose such information; (iii) is disclosed to a third party by the Disclosing Party without restriction on disclosure; (iv) was rightfully in the possession of the Receiving Party without restriction prior to its disclosure by the other Party; or (v) was independently developed by employees or consultants of the Receiving Party without reliance on such Confidential Information.

8.2 Protection of Confidential Information. Except as expressly allowed herein, the Receiving Party will not use or disclose (except in connection with the performance of such Party’s obligations under this Agreement) any Confidential Information of the Disclosing Party. Receiving Party shall use the same degree of care to protect the confidentiality of the Confidential Information that it uses to protect its own confidential and proprietary information (but in no event less than reasonable care). Receiving Party may disclose Confidential Information to its employees, consultants and agents who reasonably need to know such Confidential Information for purposes of this Agreement, provided that Receiving Party shall ensure that such employees, consultants and agents are bound by obligations of confidentiality substantially the same as the obligations in this Section. Receiving Party shall be liable for any disclosures of Confidential Information by its employees, consultants and agents in violation of this Section.

8.3 Compelled Disclosure. The Receiving Party may disclose Confidential Information of the Disclosing Party if it is compelled by law or governmental authority to do so, provided the Receiving Party gives the Disclosing Party prior notice of such compelled disclosure (to the extent legally permitted) and reasonable assistance, at the Disclosing Party's cost, if the Disclosing Party wishes to contest the disclosure. The Receiving Party shall limit any disclosure of Confidential Information pursuant to this Section to the extent strictly necessary to comply with the applicable request by such governmental entity. Any disclosure of Confidential Information pursuant to this Section shall not affect the confidential treatment of such disclosed Confidential Information.

8.4 Remedies. Receiving Party agrees that a breach of this Section may result in immediate and irreparable harm to the Disclosing Party that money damages alone may be inadequate to compensate. Therefore, in the event of such a breach, the Disclosing Party will be entitled to seek equitable relief, including but not limited to a temporary restraining order, temporary injunction or permanent injunction without the posting of a bond or other security.

9. Indemnification

9.1 Customer. Customer will defend, indemnify and hold Sojern, and its officers, directors and employees, harmless from and against any and all third-party claims, charges, complaints, proceedings, damages (direct or indirect), losses, liabilities, costs and expenses (including court costs and reasonable attorney’s fees) (“Claims”) due to, arising out of, or relating in any way to: (i) a breach by Customer of an Agreement (including these Terms); (ii) the Customer Ad Content or Customer Materials provided by Customer to Sojern; or (iii) instructions by Customer to Sojern or a third party for the implementation of Sojern Technology on designated website(s), booking engines, or services.

9.2 Sojern. Sojern will defend, indemnify and hold Customer, and its officers, directors and employees, harmless from and against any and all Claims due to, arising out of, or relating in any way to a third-party claim that i) the Sojern Technology infringes, violates or misappropriates any third-party rights, including any patent, trademark, trade secret, copyright, right of publicity, or any other intellectual property or proprietary right; or ii) Sojern’s gross negligence or willful misconduct under an Agreement. Notwithstanding the foregoing, Sojern will not be responsible for any Claims due to Customer’s or it’s User’s combination of Sojern Technology with goods and services provided by third-parties, adherence to specification, designs or instructions furnished by Customer’ or Customer’s modification of the Sojern Technology not described in the Documentation or otherwise authorized by Sojern. If any portion of the Sojern Technology may be subject to a Claim, then Sojern will have the option at its expense to: i) to modify such Technology to make it non-infringing, or ii) procure the right to continue using the technology. If these options are not possible, Sojern will provide a prorated refund to Customer to any prepaid fees for the infringing Sojern Technology received by Sojern under the Agreement that correspond to the unused portion of the Term (order). The remedies set out in this Section 9 are Customer’s sole and exclusive remedies for any actual or alleged infringement by Sojern of any third-party intellectual property right under these Terms.

9.3 Procedures. The Parties’ respective obligations in this Section requires: a) that Indemnified Party provides prompt written notice of the claim, and reasonable cooperation, information, in connection therewith, and b) the Indemnifying Party shall have sole control and authority to defend, settle, or compromise such claim, but shall not make any settlement without the Indemnified Party’s written consent (not to be unreasonably delayed). The Indemnifying Party will indemnify the Indemnified Parties against: i) all damages, costs, and attorneys’ fees finally awarded against any of them with respect to any Claim; ii) all out-of-pocket costs (including reasonable attorneys’ fees); iii) and all amounts the Indemnifying Party agreed to pay to any third party in settlement of any Claims under this Section.

10. Limitation of Liability

Except where prohibited by law, in no event will Sojern or any of its Affiliated entities be liable to Customer or any third party for any special, indirect, incidental, punitive, exemplary or consequential damages of any kind arising out of or in connection with: (i) the use of, or inability to use, the Sojern Services; (i) any content made available through the Sojern Services; or (iii) in connection with any agreement that incorporates these Terms, regardless of the form of action, whether in contract, tort, strict liability or otherwise, even if Sojern has been advised, or is aware, of the possibility of such damages. If Sojern is found liable for any damage or loss which arises out of or is in any way connected with an Agreement, then Sojern’s liability for any damage or loss which arises out of or is in any way connected with an Agreement will in no event exceed the amount paid by Customer for the provision of the Sojern Services during the six (6) months immediately preceding the date of the claim or one thousand (1,000) U.S. dollars, whichever is greater. In jurisdictions that do not allow for the limitation of liability set forth in these Terms, Sojern’s liability will be limited to the fullest extent allowed by applicable law.

11. Modification of Terms and Order Form

11.1 Sojern reserves the right to modify these Terms at any time at its sole discretion and without prior notice, by making the amended terms available on the Sojern website, with the date of revision stated in the title. Notwithstanding the foregoing, Sojern will use commercially reasonable efforts to provide notice of material changes to these Terms when such changes are enacted by posting notice within the updated Terms or within the Customer Account (as decided by Sojern in its sole discretion). Customer’s continued use of the Sojern Services will indicate acceptance of such modified terms. If any modification is unacceptable to Customer, Customer’s sole and exclusive remedy is to terminate all Agreements incorporating these Terms. Any negotiated changes to these Terms must be reflected in a countersigned writing.

11.2 Order Form. Except as otherwise specified herein, Order Forms may only be modified: (i) via Customer-initiated changes in the Customer Account (where applicable); or (ii) via countersigned amendment or new Order Form, (iii) or documentation confirming consent of new terms between the Parties.

12. Term and Termination; Effect of Termination

These Terms commence when Customer accepts or signs the Terms, and shall remain in effect for the duration of all Order Forms and/or SOW’S into which they are incorporated (“Term”). Unless otherwise specified in the Agreement, either Party may terminate such Agreement(s): (i) without cause upon seven (7) days’ prior written notice, which notice may be given by electronic mail; or (ii) with immediate effect by written notice if the other Party is in material breach of its obligations and fails to remedy within five (5) days of receipt of notice of such material breach. The Parties agree that the sections discussing payment obligations, privacy, Confidential Information, representations and warranties, indemnification, disclaimers, limitations of liability and the general terms will survive expiration or termination. Immediately upon termination for any reason, i) Customer’s access to the Sojern Service will be terminated and Customer will promptly cease all use of Sojern’s Confidential Information, ii) Customer will promptly, but in no event later than 15 days after termination, pay in full all Fees due prior to termination.

13. Assignment

In the event that Customer is party to a sale, merger, transfer, or consolidation of its assets (collectively, a “Change of Control”), all Agreement(s) (including these Terms and all payment obligations) will be binding upon the applicable purchaser, successor, transferee or assignee of Customer (the “New Owner”) upon completion of such transaction. Sojern may freely assign the Agreements. Customer shall use best efforts to notify Sojern not less than fifteen (15) days prior to the completion of a Change of Control, which written notice shall include contact information for the New Owner. If Customer fails to notify Sojern of the Change of Control, Sojern reserves the right to invoice Customer for the Fees derived prior to the Change of Control.

14. Relationship Between the Parties

Sojern and Customer are independent contractors. There is no joint venture, partnership, agency or fiduciary relationship existing between the Parties and the Parties do not intend to create any such relationship by this executing any Agreements.

15. Arbitration

READ THIS SECTION CAREFULLY BECAUSE IT REQUIRES THE PARTIES TO ARBITRATE THEIR DISPUTES AND LIMITS THE MANNER IN WHICH A PARTY CAN SEEK RELIEF FROM THE OTHER PARTY. For any dispute with Sojern, Customer agrees to first contact legal@sojernlegal.com and attempt to resolve the dispute with Sojern. In the unlikely event that the Parties have not been able to resolve a dispute after thirty (30) days, any controversy or claim related to this Agreement, or breach hereof, shall be settled by arbitration in the city of San Francisco, California by binding arbitration by JAMS, Inc. (“JAMS”) under the Optional Expedited Arbitration Procedures then in effect for JAMS. JAMS may be contacted at www.jamsadr.com. Any award with respect to any Agreement signed by Sojern, Inc., will be construed in accordance with the laws of the State of California, without regard to any conflict of law provision. Any award rendered shall be final, binding, and conclusive. A judgment upon the award rendered may be entered in any court having jurisdiction thereof. It is agreed that the unsuccessful Party to such an action shall pay the prevailing Party therein all costs related to the action, reasonable attorney’s fees and expenses incurred by the prevailing Party. With respect to any Agreements signed by Sojern Limited, such Agreements will be construed in accordance with the laws of England and Wales, without regard to any conflict of law provisions. With respect to any Agreements signed by Sojern Intl Limited, such Agreements will be construed in accordance with the laws of the Republic of Ireland, without regard to any conflict of law provisions. Notwithstanding, either Party may apply for injunctive or other equitable relief to protect or enforce that Party’s intellectual property rights in any court of competent jurisdiction where the other Party resides or has its principal place of business.

16. General Provisions

The Agreement(s) executed between Sojern and Customer constitute(s) the complete and exclusive agreement(s) between Sojern and Customer with respect to the subject matter hereof, superseding and replacing any and all prior and contemporaneous agreements, communications, and understandings (both written and oral) regarding such subject matter. If any provision of an Agreement (including these Terms) is deemed invalid or for any reason unenforceable, then that provision will be limited or eliminated to the minimum extent necessary, and the remaining provisions will remain in full force and effect. If either Party chooses not to enforce strict performance of any right or provision under an Agreement (including these Terms), this will not be construed as a waiver of such right or provision. The Parties acknowledge and agree that notices in electronic format (e.g. e-mail or PDF) are an acceptable means of notice under these Terms.

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MEDIA SERVICES SERVICE SCHEDULE

Unless otherwise defined in this Service Schedule for the Media Services, capitalized terms will have the meaning given to them in the Agreement. Specific terms described below will only be applicable if Media Services are purchased.

1. Definitions

“Commission Campaigns” means the campaigns utilizing the Sojern Service that allows properties to pay a percentage of the booking value for Sojern-Driven Bookings, under a reconcilable booking model and/or gross booking model as applicable.

“Email Services” means Sojern managing Customer’s email marketing campaigns to drive Sojern-Driven Bookings.

“Metasearch Services” means metasearch marketing services provided by Sojern.

“Programmatic Services” means Sojern’s suite of programmatic display advertising services, which may include, without limitation, display, video and native advertising across multiple platforms.

“SEM Services” means search engine marketing services provided by Sojern.

“Social Media Services” means Sojern managing Customer’s Meta advertising (or other applicable social channels) campaigns through Sojern’s Meta Business Manager Account, with Customer allowing Sojern to purchase media and ad inventory on its behalf, and Sojern paying media costs associated with use of the Meta Services.

“Sojern-Driven Bookings” means bookings initiated by Customer customers via Customer’s designated website(s) or booking engines which can be attributed to the Sojern Services.

2. Customer Ad Content

2.1 Customer will provide Sojern with the Customer Ad Content or access to Customer Ad Content, and if applicable, other Customer Materials reasonably requested by Sojern, in order to enable Sojern to perform its duties under applicable Agreement(s). All Customer Ad Content provided by Customer shall adhere to Sojern’s Policies. Sojern reserves the right, in its sole discretion, to reject or remove any Customer Ad Content from the Sojern Network at any time. Sojern will use commercially reasonable efforts to obtain Customer’s approval of Sojern-Created Content prior to distribution on the Sojern Network; provided, however, failure by Customer to expressly reject Sojern-Created Content (and non-material variations thereof), will constitute approval by Customer. Customer agrees that Sojern may, in its sole discretion: (i) edit Customer Ad Content provided by Customer with respect to Customer Ad Content size and format; and (ii) test performance of variations of Customer Ad Content (e.g. exterior images vs. room images) to optimize performance of the Media Services.

3. Delivery of Media Services

3.1 Sojern reserves the right to limit, in its sole discretion, the provision and quantity of any feature or part of the Media Services to any person, entity or geographic area. Sojern also reserves the right to modify, amend, suspend, interrupt or terminate the Sojern Technology or the Sojern Network or any part thereof, at any time and for any reason, with or without notice to Customer and without liability to Customer or any third party.

3.2 Sojern will use commercially reasonable efforts to ensure that: (i) the Sojern Network does not include websites that are of a pornographic, defamatory, obscene or illegal nature, and (ii) where requested by Customer, the Sojern Created Content does not appear adjacent to Customer competitors, but because Sojern does not own or operate the sites within the Sojern Network, Sojern gives no guarantee or warranty of any kind that the Sojern Created Content will not be displayed in such contexts. Sojern expressly disclaims any and all liability in connection therewith and Customer hereby waives any legal or equitable rights or remedies Customer may have against Sojern with respect thereto. Customer’s sole and exclusive remedy with regards to i) only is as follows:

With respect to Commission Campaigns, Sojern will promptly remove the violating Ad and the Sojern Created Content; and
With respect to all other Media Services campaigns, Sojern will promptly remove the violating Sojern Created Content and offer Customer makegood impressions in an amount equal to the number of errant impressions.

‍3.3 Solely with respect to Commission Campaigns, Sojern will use best efforts to serve the Sojern Created Content on the Sojern Network; provided, however, that there is no guarantee that Sojern Created Content will be delivered. The placement of Sojern Created Content throughout the Sojern Network and priority and frequency with which the Sojern Created Content is served for Commission Campaigns will be at Sojern’s sole discretion.

4. SEM Services

4.1 SEM Services may be made available to Customer, at Customer’s express election (which, with respect to Commission Campaigns only, may be provided via e-mail or other method of consent). If Customer engages Sojern to provide SEM Services (where available), the following additional terms shall apply:

Customer agrees to permit Sojern to set up and manage search engine marketing accounts for Customer using products including, without limitation, Google Ads and Microsoft Bing Ads, which products will be selected by Sojern in its sole discretion.
As part of the SEM Services, Customer agrees that Sojern may (among other actions), create ad groups and copy, create and update keyword lists, and perform keyword targeting on Customer’s behalf. Customer further agrees to: (i) provide Sojern with all necessary information and materials to perform the SEM Services; and (ii) be responsible for ensuring that all of such information and materials are accurate and complete.
Customer represents that it is not running, and for the duration of the provision of SEM Services, it will not run or allow another third party to run Google Ads or Microsoft Bing campaigns for Customer’s properties for which Sojern is providing SEM Services without providing advance written notice to Sojern. Customer acknowledges that failing to abide by the aforementioned restriction may result in suspension of Customer’s Google Ads or Microsoft Bing accounts by the applicable provider. If Customer wishes to contact Google directly regarding any questions or concerns about the SEM Services provided on Google Ads, Sojern will, upon written request, provide Customer with its Customer ID for their Google Ads account(s).
Sojern represents and warrants that: (i) in performing SEM Services with partners such as Google Ads, Sojern complies with their policies, other applicable third party policies; (ii) Sojern will pay for all media fees associated with SEM Services, and, where applicable, will disclose if it is charging management fee in connection with the SEM Services; and (iii) the SEM Services will be performed in a good and workmanlike manner consistent with applicable industry standards. This warranty will be in effect for a period of thirty (30) days from the completion of any SEM Services. As Customer’s sole and exclusive remedy (and Sojern’s entire liability) for any breach of the foregoing warranty, Sojern will, at its sole option and expense, promptly re-perform any SEM Services that fail to meet this limited warranty.

5. Social Media Services

5.1 Meta Services may be made available to Customer, at Customer’s express election (which, with respect to Commission Campaigns only, may be provided via e-mail or other method of consent). If Customer engages Sojern to provide Meta Services (where available), the following additional terms shall apply:

Customer agrees to provide Sojern with all necessary information and materials to perform the Meta Services, including, without limitation, rights and permissions related to the Customer’s Meta Ad Account(s), Meta page(s), Meta catalog(s), Meta pixel(s); Customer’s product feeds (data file containing property/product information (non-user data)); and Customer’s creative data (image, video, HTML files).
Customer will be responsible for ensuring that all of such information and materials are accurate and complete and will continue to exclusively own all rights in such information and materials. Customer will be responsible for all activity conducted by any employee/affiliate of Customer who is given access by Sojern to the Meta Ad Account.

6. Metasearch Services

6.1 Metasearch Services may be made available to Customer, at Customer’s express election (which, with respect to Commission Campaigns only, may be provided via e-mail or other method of consent). If Customer engages Sojern to provide Metasearch Services (where available), the following additional terms shall apply:

Customer agrees to permit Sojern to set up and manage search engine marketing accounts for Customer and its properties using products including, without limitation, Google Hotel Ads, Microsoft Hotel Ads, and TripAdvisor, which products will be selected by Sojern in its sole discretion. Customer agrees to pay any applicable Metasearch Services Fees as provided by Sojern.
As part of the Metasearch Services, Customer agrees that Sojern may (among other actions), create campaigns, ad groups and hotel groups to bid on pricing information placement based on a user's itinerary and hotel attributes. Customer further agrees to provide Sojern with all necessary ARI feed(s) and tracking to perform the Metasearch Services.
Customer represents and warrants that it will use best efforts to: (i) provide and maintain accurate pricing information at all times while Sojern is providing Metasearch Services; and (ii) ensure tracking is set up and maintained in order to accurately track conversions.
Sojern represents and warrants that: (i) in performing the Metasearch Services via Google Ads, Sojern partners with Google and complies with the Google Third-Party Policy and other applicable third party policies; (ii) Sojern will pay for all media fees associated with Metasearch Services, and, where applicable, will disclose if it is charging management fee or other third party fees in connection with the Metasearch Services; and (iii) the Metasearch Services will be performed in a good and workmanlike manner consistent with applicable industry standards. This warranty will be in effect for a period of thirty (30) days from the completion of any Metasearch Services. As Customer’s sole and exclusive remedy (and Sojern’s entire liability) for any breach of the foregoing warranty, Sojern will, at its sole option and expense, promptly re-perform any Metasearch Services that fail to meet this limited warranty. If Customer wishes to contact Google directly regarding any questions or concerns about the Metasearch Services provided on Google Hotel Ads, Sojern will, upon written request, provide Customer with its Customer ID for their Google Ads account(s).

7. Email Services

7.1 Email Services may be made available to Customer as a channel within Commission Campaigns, at Customer’s express election (which may be provided via e-mail or other method of consent). If Customer engages Sojern to provide Email Services (where available), the following additional terms shall apply:

Customer agrees that Sojern will track Sojern-Driven Bookings attributed to the Email Services for the then-current month via the Customer Account Bookings Report. Customer acknowledges: i) that email-driven bookings may have different attribution methods or windows, which will be specified in the applicable Order Form or other applicable method of notice, and ii) that the Sojern-Driven Bookings will be auto-reconciled using Property Management System (PMS) data.
Customer agrees to permit Sojern to manage email marketing campaigns on its behalf in order to drive direct bookings in accordance to the process set forth by Sojern.
Customer agrees that Sojern may access its Digital Assets and/or Customer Materials and retrieve their customer contact information in order to provide its Email Services. Customer represents and warrants it has the appropriate consent and permission in order to provide such customer information and it is the owner of such data.
Customer agrees that Sojern may access its Digital Assets and/or Customer Materials in order to retrieve their End User’s email information in order to provide its Email Services. Customer represents and warrant that they will (i) receive and will maintain any necessary consents from each End User who will receive Emails, (ii) maintain procedures for each End User to opt out of participating in Emails, and once opted-out, Customer will not re-enroll any End User to Emails until new renewed consent has been received, and (iii) comply with all applicable law relating to Email in Customer’s use of the Services, including without limitation, CAN-SPAM, the Privacy and Electronic Communications Directive 2002/58/EC, the UK Privacy and Electronic Communications Regulations, and/or Canada’s Anti-Spam Legislation. Customer shall be responsible for compliance with applicable Email regulations and data privacy laws.
Customer acknowledges and agrees that Sojern is not responsible for obtaining any necessary consents or permission for each End User who receives Emails. Upon request, Customer shall provide reasonable proof of compliance with the provisions set forth in this Section and Sojern shall have no obligation to provide Services where Sojern reasonably believes that Customer has not so complied.
Customer agrees that it will provide Sojern all necessary information and materials needed in order for Sojern to provide its Email Services. Any limitations on the Email Services will be noted in the applicable order form (or through other method of notice).

8. Commission Campaigns Invoicing

8.1 With respect to Commission Campaigns, Customer will be responsible for paying Sojern for Sojern-Driven Bookings in accordance with the payment terms of the applicable Agreement(s) (the “Commission”). The applicable models of invoicing for Commission are as follows:

Reconcilable Bookings

Customer will be responsible for paying Sojern Commission for Sojern-Driven Bookings, based on guest stays, with the ability to reconcile bookings. Unless otherwise agreed by the Parties, refundable cancellations and “no shows” (“Qualifying Exclusions”) will not be subject to Commission. Sojern will track and report Sojern-Driven Bookings for the then-current month via the Customer Account (the “Bookings Report”). Customer is responsible for using the Customer Account to reconcile the Bookings Report(s) with the Customer’s records of Qualifying Exclusions to determine the final monthly Commission. Bookings Reports will be available and updated daily during each month in the Customer Account. Customer will be able to reconcile Qualifying Exclusions in the Customer Account from the first day of each month until the eighth (8th) day of the following calendar month. Commission calculations for each month will be considered final and undisputed as of the ninth (9th) day of the subsequent calendar month, and no further reconciliations or adjustments to the Commission shall be permitted after such time. Following the calculation of the final Commission for each month,
Non-Reconcilable Gross Bookings

Sojern will track and report Sojern-Driven Bookings for the then-current month based on the gross booking amount for reservations on Customer’s website through the Bookings Report. Commissions for bookings will be calculated without reconciliation. For the avoidance of doubt, cancels and no-shows will not be excluded. Customers may be invoiced on a combination of Reconcilable Stays and Non-reconcilable Gross Bookings, as specified in the Order Form (or other applicable notice).

‍8.2 Invoicing for Commissions Campaigns. Sojern will invoice Customer for the final Commission. All invoices will be in the currency specified in the Order Form and, unless otherwise specified in an Order Form, exclusive of any sales, value added or similar tax, which will be payable by Customer at the time and in the manner required by law. Invoices will be sent to the contact address provided by Customer in the Customer Account on or about the tenth (10th) day of each calendar month. Any disputes regarding the accuracy of the invoice must be submitted to Sojern in writing within ninety (90) days of receipt of such invoice.

8.3 Effect of Termination for Reconcilable Bookings. Upon termination of a Commission Campaign, Sojern will deliver an invoice to Customer reflecting the final Commission and any third party fees owed. The final Commission will include: any remaining Sojern-Driven Bookings that have not been invoiced, discounted by the cancellation rate for Customer properties under the Agreement for the prior three (3) months (thereby calculating the final Commission and with no reconciliation being performed on the final invoice). In the event that Customer has no record of Sojern-Driven Bookings or cancellations prior to termination, the invoice for the final Commission will reflect the application of the standard cancellation rate for Customer’s geographical region as determined by Sojern analytics.

8.4 Effect of Termination for NonReconcilable Gross Bookings. Upon termination of a Commission Campaign, Sojern will deliver an invoice to Customer reflecting the final Commission and any third party fees owed. The final Commission will include: the total gross booking amount for all Sojern-Driven Bookings made prior to termination.

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GUEST EXPERIENCE PLATFORM SERVICE SCHEDULE

Unless otherwise defined in this Service Schedule for the Guest Experience Platform (“GEP”), capitalized terms will have the meaning given to them in the Agreement. Specific terms described below will only be applicable if Guest Experience Platform are purchased.

1. Definitions

“End User Information” means the names, email addresses, telephone numbers, and other required personal data of Customers or their end clients and visitors (collectively “End Users”) who have consented to provide such information and receive such messages from the Guest Experience Solutions.

2. Additional Usage Terms & Customer Responsibilities. The Guest Experience Platform must be configured in accordance with the Documentation in order for the Services to function properly. Customer agrees that Sojern will provide messaging, customer relationship management, and other functionality to End User who have consented to Customer to receive such messages and provide their End User Information. Customer will need to designate Users authorized to maintain the Sojern Platform, configure, access reports, insights from the Guest Experience Platform, subject to usage limits and restrictions herein and as specified in the Order Form or Sojern’s website, such as limits on the number of messages, rooms, or properties (“Usage Limits''). Customer will be charged the applicable Fees for any use in excess of the Usage Limits, and may add additional licenses throughout the Term as needed through an amendment, subject to paying applicable additional Fees. Access to Guest Experience Platform cannot be shared by Users, (but may be reassigned to a new User replacing a person who no longer requires access to GEP) and are licensed based on a per room or property model. Customer’s use of the Guest Experience Platform may be suspended at any time if Customer breaches any terms of the Agreement, including without limitation failing to timely pay Fees due. The Guest Experience Platform may be subject to other limitations as set forth in the Documentation, including, but not limited to, limits on disk storage space, the rate of incoming email requests, the number of inbound calls permitted to the API within a specified period of time, bounce rates, spam-complaint rates, the number of outbound calls made to a Customer’s API within a specified period of time, the number of messages the GEP will send to the End User within a specified period of time, or other deliverability metrics exceeding industry-accepted thresholds. Customer acknowledged that exceeding these other limitations may cause GEP to malfunction, may accrue additional Fees, or may result in immediate suspension of Customer’s email campaigns or access the Guest Experience Platform until compliance has occurred.‍

3. GEP Orders and Payment. Except as set forth in the applicable Order Form, Customer will pay all Fees associated with an Order Form in accordance with the following: (a) Fees are invoiced in advance for annual, pre-paid plans; (b) the first invoice will coincide with the Data di inizio abbonamento (come definito nel Modulo d'Ordine); (c) il pagamento sarà dovuto entro quindici (15) giorni dalla data della fattura. Un ordine debitamente eseguito non è annullabile e non rimborsabile, salvo quanto previsto nel presente Accordo, e il Termine come stabilito nel Modulo d'Ordine costituisce un impegno continuo e indivisibile per l'intera durata del Termine. ‍

4. Utilizzo delle Informazioni dell'Utente Finale. Il Cliente manterrà tutti i diritti, i titoli e gli interessi relativi alle Informazioni dell'Utente Finale e a tutti i Diritti di Proprietà Intellettuale ad esse correlati. Nulla nel presente Accordo conferirà a Sojern alcun diritto di proprietà o interesse nelle Informazioni dell'Utente Finale, ad eccezione della licenza limitata qui stabilita. Sojern potrà raccogliere, archiviare e utilizzare le Informazioni dell'Utente Finale in forma aggregata e anonima, come previsto dalla Sezione 2.3 dei Termini, e in conformità con la Politica sulla privacy GEP disponibile all'indirizzo https://www.sojern.com/privacy/gep-privacy-policy. Il Cliente e Sojern concordano che il trattamento di qualsiasi dato personale nell'ambito della Guest Experience Platform sarà effettuato in conformità con le disposizioni del DPA, qui riportato come Exhibit B.

5. Garanzia relativa all'uso della messaggistica. La Guest Experience Platform consente ai Clienti di inviare e ricevere SMS, e-mail, WhatsApp e altri tipi di messaggi (“Messaging”). Il Cliente dichiara e garantisce che (i) riceverà e manterrà i consensi da ciascun Utente Finale che riceverà i messaggi, (ii) manterrà procedure affinché ciascun Utente Finale possa rinunciare a partecipare alla Messaggistica e, una volta rinunciato, il Cliente non reiscriverà alcun Utente Finale alla Messaggistica fino a quando non sarà stato ricevuto un nuovo consenso rinnovato, e (iii) si conformerà a tutte le leggi applicabili relative alla Messaggistica nell'uso dei Servizi da parte del Cliente, inclusi, a titolo esemplificativo, il Telephone Consumer Protection Act e il CAN-SPAM. Il Cliente sarà responsabile della conformità con le leggi sulla Messaggistica e sulla privacy dei dati correlate.‍

6. Supporto e Garanzia del Servizio

6.1 Sojern fornirà supporto per la Guest Experience Platform in conformità con il piano applicabile selezionato dal Cliente nel Modulo d'Ordine.

6.2 Sojern garantisce che la Piattaforma Guest Experience funzionerà in conformità con l'Accordo sul livello del servizio (SLA) come stabilito qui in Allegato A, tuttavia, l'unico rimedio per la violazione di questa garanzia o la mancata esecuzione dei Servizi sarà stabilito nell'SLA.

‍7. Durata, Rinnovo e Risoluzione per GEP. Il Modulo d'Ordine indicherà la Durata per la Piattaforma Guest Experience ordinata. Se non specificato, la Durata è di un (1) anno dalla data di entrata in vigore dell'Ordine. Alla fine di ogni Durata, l'ordine associato si rinnoverà automaticamente per un ulteriore periodo annuale ai prezzi comunicati al Cliente almeno sessanta (60) giorni prima della fine di tale Durata (o gli stessi prezzi del periodo precedente se non vengono forniti nuovi prezzi), a meno che il Cliente non fornisca un avviso di non rinnovo inviando un'e-mail al rappresentante GEP del cliente almeno trenta (30) giorni prima della data di rinnovo. Sojern invierà l'avviso di rinnovo all'e-mail di contatto elencata nell'Account Cliente, a meno che Sojern non venga informata di un'altra. Il numero della carta di pagamento del Cliente registrato verrà addebitato per il periodo di rinnovo GEP in conformità con i termini stabiliti nell'Accordo.

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Allegato "A"
Accordo sul livello del servizio

Il presente Accordo sul livello del servizio GEP (“SLA”) si applica all'utilizzo della Piattaforma Guest Experience ed è regolato dai Termini di servizio della Piattaforma Guest Experience (l'“Accordo”).

Salvo dove diversamente specificato nel presente SLA, il presente SLA è soggetto ai termini dell'Accordo, e si può fare riferimento all'Accordo per la definizione dei termini in maiuscolo. Sojern, Inc. si riserva il diritto di modificare i termini del presente SLA in conformità con l'Accordo.

Definitions.

“Client” means the individual clients of the Customer who have consented to receive the messages at the election of the Customer from Guest Experience Platform.
“Client Information” means the names, email addresses, and telephone numbers of Customers Clients.
“Delivery Service" means a third-party service provider used to send messages to Client, for example a telephone service, messaging (e.g., What’s App), push notification provider (e.g., Google, Apple), SMS provider, or email provider.
“Client Outreach” means messages sent to a Client with their Client Information by the Customer through the Guest Experience Platform, which is triggered upon the requirements set by the Customer. The Customer must configure the Guest Experience Platform and supply the Client Information in accordance with the Documentation.
“Guest Experience Platform” means Sojern cloud-based guest engagement and management platform purchased by the Customer.

Service Commitment.

Sojern will use commercially reasonable efforts to meet the following service level commitments for the stated functions from the Guest Experience Platform:

Platform Application SLA: Sojern’s ability to provide basic acknowledgement and resolution functionality via our web, mobile application for Client Outreach and other services will be available 99.9% of the time during any calendar month.

Sojern is not responsible for failures caused by factors not in Sojern’s control including but not limited to failures caused by:

Problems beyond or outside of the Sojern Guest Experience Platform including (i) Customer’s own telecommunications, Delivery Service or internet service providers, email domain server availability or mobile push notification providers; (ii) a Force Majeure Event; or (iii) intentional or accidental filtering of network traffic by national governments, carriers or regulatory bodies; or iv). that result from Maintenance of which Sojern has provided a minimum seventy- two hours notice for. “Force Majeure Event” means (i) compliance with any act, order, demand or request of any government, governmental authority, or government agency; (ii) labor disputes, work stoppages or slowdowns of any kind; (iii) fires or hurricane, earthquake, flood and other natural disasters or fires; (iv) war, rebellion, act of terrorism, or civil disorder; (v) systemic internet issues or any other act or omission of any telecommunication or services provider; (vi) any other cause beyond Sojern’s reasonable control. “Maintenance” means scheduled Unavailability of the Sojern Platform. Maintenance will be no greater than an average of four (4) hours per month or a maximum of forty-eight hours (48) per year and will not exceed seven (7) hours in any calendar month.
Issues that arise from Sojern’s suspension or termination of Customer’s right to use the Service as allowed or required by the Agreement, Acceptable Use Policy, government or court orders, or other agreements.

Customer Responsibilities. Customer will (i) configure and use the Guest Experience Platform correctly in accordance with the Documentation. Sojern ability to meet its obligations in this SLA are dependent upon Customer performing its responsibilities.

Service Credits.

If Sojern fails to meet the SLA set forth herein, Customer may receive a service credit. Customer will be eligible for a credit toward future fees owed to Sojern for the Sojern Guest Experience Platform. The Service Credit is calculated as ten percent (10%) of the fees paid for or attributable to the month when the alleged SLA breach occurred.
Service Credits are subject to the following:

Customer must submit a written Service Credit request to their Customer Service Representative within fifteen (15) days of occurrence of the alleged SLA breach. Customer must include reasonable evidence that they were affected by the alleged SLA breach.
*Service Credits are not cumulative, that is, there shall only be a single Service Credits given for all Delivery Failures with a single cause.
Service Credits are capped at a maximum of thirty percent (30%) of total fees paid for or attributable to the calendar month when the alleged SLA breach occurred.
Customers who are past due on any payments owed to Sojern are not eligible to receive Service Credits.
Service Credits cannot be exchanged for cash. Service Credits don’t entitle Customer to a refund or any other payment from Sojern.

THIS SERVICE LEVEL AGREEMENT SETS FORTH CUSTOMER’S SOLE AND EXCLUSIVE REMEDY FOR ANY FAILURE OF SERVICE AVAILABILITY OR NON-PERFORMANCE OR FAILURE TO CONTACT THE DESIGNATED PERSONNEL.

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Allegato "B"
Addendum sul trattamento dei dati della Piattaforma Guest Experience

IL PRESENTE ADDENDUM SUL TRATTAMENTO DEI DATI (“DPA”) è stipulato a partire dalla Data di Efficacia dell'Addendum tra: (1) Sojern, Inc. ("Sojern"); e (2) l'entità o altra persona che è una controparte dell'Accordo (come definito di seguito) nel quale il presente DPA è incorporato e ne costituisce parte integrante ("Cliente"), congiuntamente le "Parti" e ciascuna una "Parte".

1. INTERPRETATION

1.1 In this DPA the following terms shall have the meanings set out in this Section 1, unless expressly stated otherwise;

“Addendum Effective Date” means the effective date of the Agreement.
“Agreement” means the agreement under which Sojern has agreed to provide services to Customer entered into by and between the Parties.
“Applicable Data Protection Laws” means the privacy, data protection and data security laws and regulations of any jurisdiction applicable to the Processing of Customer Personal Data under the Agreement, including, without limitation, GDPR and the CCPA (as and where applicable).
“CCPA” means the California Consumer Privacy Act of 2018, as amended by the California Privacy Rights Act of 2020 (“CPRA”), and any binding regulations promulgated thereunder.
“Controller” means the entity that, alone or jointly with others, determines the purposes and means of the Processing of Personal Data, including, as applicable, any “business” as that term is defined by the CCPA.
“Customer Personal Data” means any Personal Data Processed by Sojern or its Sub-Processors on behalf of Customer to perform the Services under the Agreement (including, for the avoidance of doubt, any such Personal Data comprised within Customer Data).
“Data Subject Request” means the exercise by a Data Subject of its rights in accordance with Applicable Data Protection Laws in respect of Customer Personal Data and the Processing thereof.
“Data Subject” means the identified or identifiable natural person to whom Customer Personal Data relates.
“EEA” means the European Economic Area.
“GDPR” means, as and where applicable to Processing concerned: (i) the General Data Protection Regulation (Regulation (EU) 2016/679) (“EU GDPR”); and/or (ii) the EU GDPR as it forms part of UK law by virtue of section 3 of the European Union (Withdrawal) Act 2018 (as amended, including by the Data Protection, Privacy and Electronic Communications (Amendments etc.) (EU Exit) Regulations 2019) (“UK GDPR”), including, in each case (i) and (ii) any applicable national implementing or supplementary legislation (e.g., the UK Data Protection Act 2018), and any successor, amendment or re-enactment, to or of the foregoing. References to “Articles” and “Chapters” of, and other relevant defined terms in, the GDPR shall be construed accordingly.
“Personal Data” means “personal data,” “personal information,” “personally identifiable information” or similar term defined in Applicable Data Protection Laws.
“Personal Data Breach” means a breach of Sojern’s security leading to the accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to, Customer Personal Data in Sojern’s possession, custody or control. For clarity, Personal Data Breach does not include unsuccessful attempts or activities that do not compromise the security of Customer Personal Data (such as unsuccessful log-in attempts, pings, port scans, denial of service attacks, or other network attacks on firewalls or networked systems).
“Personnel” means a person’s employees, agents, consultants or contractors.
“Process” and inflection thereof means any operation or set of operations which is performed on Personal Data or on sets of Personal Data, whether or not by automated means, such as collection, recording, organization, structuring, storage, adaptation or alteration, retrieval, consultation, use, disclosure by transmission, dissemination or otherwise making available, alignment or combination, restriction, erasure or destruction.
“Processor” means the entity that Processes Personal Data on behalf of the Controller, including, as applicable, any “service provider” as that term is defined by the CCPA.
“Restricted Transfer” means the disclosure, grant of access or other transfer of Customer Personal Data to any person located in: (i) in the context of the EEA, any country or territory outside the EEA which does not benefit from an adequacy decision from the European Commission (an “EU Restricted Transfer”); and (ii) in the context of the UK, any country or territory outside the UK, which does not benefit from an adequacy decision from the UK Government (a “UK Restricted Transfer”), which would be prohibited without a legal basis under Chapter V of the GDPR.
“SCCs” means the standard contractual clauses approved by the European Commission pursuant to implementing Decision (EU) 2021/914.
“Service Data” means any data relating to the use, support and/or operation of the Services, which is collected directly by Sojern from and/or about users of the Services and/or Customer’s use of the Service for use for its own purposes (certain of which may constitute Personal Data).
“Services” means those services and activities to be supplied to or carried out by or on behalf of Sojern for Customer pursuant to the Agreement.
“Sub-Processor” means any third party appointed by or on behalf of Sojern to Process Customer Personal Data.
“Supervisory Authority” means any entity with the authority to enforce Applicable Data Protection Laws, including, (i) in the context of the EEA and the EU GDPR, shall have the meaning given to that term in the EU GDPR; and (ii) in the context of the UK and the UK GDPR, means the UK Information Commissioner’s Office.
“UK Transfer Addendum” means the template Addendum B.1.0 issued by the ICO and laid before Parliament in accordance with s119A of the Data Protection Act 2018 on 2 February 2022, as it is revised under Section 18 of the Mandatory Clauses included in Part 2 thereof.

1.2 Salvo diversa definizione nel presente DPA, tutti i termini in maiuscolo nel presente DPA avranno il significato loro attribuito nell'Accordo.

2. AMBITO DEL PRESENTE ADDENDUM SUL TRATTAMENTO DEI DATI

2.1 Il presente DPA si applica al Trattamento da parte di Sojern dei Dati Personali del Cliente ai sensi dell'Accordo.

2.2 L'Allegato 2 (Allegato Europeo) al presente DPA si applica solo se e nella misura in cui il Trattamento da parte di Sojern dei Dati Personali del Cliente ai sensi dell'Accordo è soggetto al GDPR.

2.3 L'Allegato 3 (Allegato California) al presente DPA si applica solo se e nella misura in cui il Trattamento da parte di Sojern dei Dati Personali del Cliente ai sensi dell'Accordo è soggetto al CCPA rispetto al quale il Cliente è una "attività commerciale" (come definita nel CCPA).

3. TRATTAMENTO DEI DATI PERSONALI DEL CLIENTE

3.1 Sojern non tratterà i Dati Personali del Cliente se non su istruzioni del Cliente o come richiesto dalle leggi applicabili.

3.2 Il Cliente istruisce Sojern a Trattare i Dati Personali del Cliente nella misura necessaria per fornire i Servizi al Cliente ai sensi e in conformità con l'Accordo.

3.3 Le Parti riconoscono e concordano che i dettagli del Trattamento da parte di Sojern dei Dati Personali del Cliente (compresi i rispettivi ruoli delle Parti in relazione a tale Trattamento) sono descritti nell'Allegato 1 (Dettagli del Trattamento dei Dati) al DPA.

4. PERSONALE SOJERN

Sojern adotterà misure commercialmente ragionevoli per accertare l'affidabilità di qualsiasi Personale Sojern che tratta i Dati Personali del Cliente e stipulerà accordi di riservatezza scritti con tutto il Personale Sojern che tratta i Dati Personali del Cliente e che non è soggetto a obblighi professionali o legali di riservatezza.

5. SICUREZZA

5.1 Sojern implementerà e manterrà misure tecniche e organizzative in relazione ai Dati Personali del Cliente volte a proteggere i Dati Personali del Cliente contro la distruzione accidentale o illecita, la perdita, l'alterazione, la divulgazione o l'accesso non autorizzati, come descritto nell'Allegato 4 (Misure di Sicurezza) (le "Misure di Sicurezza").

5.2 Sojern potrà aggiornare le Misure di Sicurezza di volta in volta, a condizione che le misure aggiornate non diminuiscano materialmente la protezione complessiva dei Dati Personali del Cliente.

6. SUB-TRATTAMENTO

6.1 Il Cliente autorizza in generale Sojern a nominare Sub-Processori in conformità con la presente Sezione 6.

6.2 Sojern potrà continuare a utilizzare i Sub-Processori già incaricati da Sojern alla data del presente DPA (come tali Sub-Processori sono indicati, unitamente alle rispettive funzioni e sedi, nell'elenco dei Sub-Processori contenuto nell'Allegato 5 (l'"Elenco dei Sub-Processori").

6.3 Sojern darà al Cliente preavviso scritto della nomina di qualsiasi Sub-Processore proposto, includendo dettagli ragionevoli del Trattamento che sarà svolto dal Sub-Processore, aggiornando il Cliente con le modifiche all'Elenco dei Sub-Processori tramite e-mail inviata al punto di contatto del Cliente come indicato nell'Allegato 1 (Dettagli del Trattamento dei Dati). L'Azienda potrà opporsi a un nuovo sub-processore inviando un'obiezione via e-mail a sojernprivacy@Sojern.com con oggetto "Obiezione Sub-Processore", unitamente al nome di un contatto, al nome dell'azienda, al nome del prodotto o servizio Sojern, al nome del sub-processore e a un motivo giustificabile per l'obiezione. Se il Cliente non si oppone entro dieci (10) giorni successivi a un aggiornamento dell'elenco dei sub-processori, il/i nuovo/i sub-processore/i sarà/saranno considerato/i accettato/i. Se l'Azienda si oppone ragionevolmente a una modifica e Sojern non è in grado di risolvere tale obiezione, l'Azienda potrà risolvere l'Accordo e il DPA.

6.4 Per quanto riguarda ciascun Sub-Processore, Sojern manterrà un contratto scritto tra Sojern e il Sub-Processore che includa termini che offrano almeno un livello di protezione equivalente per i Dati Personali del Cliente rispetto a quelli stabiliti nel presente DPA (incluse le Misure di Sicurezza).

7. DATA SUBJECT RIGHTS

7.1 Sojern, taking into account the nature of the Processing of Customer Personal Data, shall provide Customer with such assistance as may be reasonably necessary and technically feasible to assist Customer in fulfilling its obligations to respond to Data Subject Requests. If Sojern receives a Data Subject Request, Customer will be responsible for responding to any such request.

7.2 Sojern shall:

promptly notify Customer if it receives a Data Subject Request; and
not respond to any Data Subject Request, other than to advise the Data Subject to submit the request to Customer, except on the written instructions of Customer or as required by Applicable Data Protection Laws.

8. PERSONAL DATA BREACH

Breach notification and assistance

8.1 Sojern shall notify Customer without undue delay upon Sojern’s discovering a Personal Data Breach affecting Customer Personal Data. Sojern shall provide Customer with information (insofar as such information is within Sojern’s possession and knowledge and does not otherwise compromise the security of any Personal Data Processed by Sojern) to allow Customer to meet its obligations under the Applicable Data Protection Laws to report the Personal Data Breach. Sojern’s notification of or response to a Personal Data Breach shall not be construed as Sojern’s acknowledgement of any fault or liability with respect to the Personal Data Breach.

8.2 Sojern shall reasonably co-operate with Customer and take such commercially reasonable steps as may be directed by Customer to assist in the investigation of any such Personal Data Breach.

8.3 Customer is solely responsible for complying with notification laws applicable to Customer and fulfilling any third-party notification obligations related to any Personal Data Breaches.

Notification to Sojern

8.4 If Customer determines that a Personal Data Breach must be notified to any Supervisory Authority, any Data Subject(s), the public or others under Applicable Data Protection Laws, to the extent such notice directly or indirectly refers to or identifies Sojern, where permitted by applicable laws, Customer agrees to:

notify Sojern in advance; and
in good faith, consult with Sojern and consider any clarifications or corrections Sojern may reasonably recommend or request to any such notification, which: (i) relate to Sojern’s involvement in or relevance to such Personal Data Breach; and (ii) are consistent with applicable laws.

9. RETURN AND DELETION

9.1 Subject to section 9.2, in the event of termination of the Agreement, Sojern shall, at the choice of the Customer, delete or irreversibly anonymize all Customer Personal Data processed for the Services, or return all such Customer Personal Data to Customer.

9.2 Sojern may retain Customer Personal Data where permitted or required by applicable law, for such period as may be required by such applicable law, provided that Sojern shall:

maintain the confidentiality of all such Customer Personal Data; and
Process the Customer Personal Data only as necessary for the purpose(s) specified in the applicable law permitting or requiring such retention.

10. DIRITTI DI AUDIT

10.1 Sojern metterà a disposizione del Cliente su richiesta le informazioni che Sojern (agendo ragionevolmente) ritenga appropriate nelle circostanze per dimostrare la sua conformità al presente DPA e alle Leggi Applicabili sulla Protezione dei Dati.

10.2 Fatte salve le Sezioni da 10.3 a 10.4, nel caso in cui il Cliente (agendo ragionevolmente) sia in grado di fornire prove documentali che le informazioni messe a disposizione da Sojern ai sensi della Sezione 10.1 non siano sufficienti nelle circostanze per dimostrare la conformità di Sojern al presente DPA, Sojern consentirà e contribuirà agli audit da parte del Cliente o di un revisore incaricato dal Cliente in relazione al Trattamento dei Dati Personali del Cliente da parte di Sojern.

10.3 Prima di condurre qualsiasi audit, il Cliente deve presentare un piano di audit proposto dettagliato che preveda il trattamento confidenziale di tutte le informazioni scambiate in relazione all'audit e di eventuali resoconti relativi ai risultati o alle conclusioni dello stesso. Il piano di audit proposto deve descrivere l'ambito, la durata e la tempistica proposti dell'audit. Sojern collaborerà con il Cliente per concordare un piano di audit finale. Una volta completato l'audit, il Cliente condividerà tempestivamente i risultati dell'audit con Sojern.

10.4 Se i controlli o le misure da valutare nell'audit richiesto sono trattati in un rapporto di audit SOC 2 Tipo 2, ISO, NIST o simile eseguito da un revisore terzo qualificato entro dodici (12) mesi dalla richiesta di audit del Cliente ("Rapporto di Audit") e Sojern ha confermato per iscritto che non vi sono modifiche materiali note nei controlli verificati e coperti da tale/i Rapporto/i di Audit, il Cliente accetta di ricevere tale/i Rapporto/i di Audit in luogo di richiedere un audit di tali controlli o misure.

11. CUSTOMER’S RESPONSIBILITIES

11.1 Customer agrees that, without limiting Sojern’s obligations under Section 5 (Security), Customer is solely responsible for its use of the Services, including

making appropriate use of the Services to maintain a level of security appropriate to the risk in respect of the Customer Personal Data;
securing the account authentication credentials, systems and devices Customer uses to access the Services;
securing Customer’s systems and devices that Sojern uses to provide the Services; and
backing up Customer Personal Data.

11.2 Customer shall ensure:

that there is, and will be throughout the term of the Agreement, a valid legal basis for the Processing by Sojern of Customer Personal Data in accordance with this DPA and the Agreement (including, any and all instructions issued by Customer from time to time in respect of such Processing) for the purposes of all Applicable Data Protection Laws; and
that all Data Subjects have

been presented with all required notices and statements and
provided all required consents, in each case

(i) and (ii) relating to the Processing by Sojern of Customer Personal Data. Customer, upon request by Sojern, will provide proof that any required consents have been obtained by the Customer.

11.3 Customer agrees that the Service, the Security Measures, and Sojern’s commitments under this DPA are adequate to meet Customer’s needs, including with respect to any security obligations of Customer under Applicable Data Protection Laws, and provide a level of security appropriate to the risk in respect of the Customer Personal Data.

11.4 Customer shall not provide or otherwise make available to Sojern any Customer Personal Data that contains any

Social Security numbers or other government-issued identification numbers;
protected health information subject to the Health Insurance Portability and Accountability Act (HIPAA) or other information regarding an individual’s medical history, mental or physical condition, or medical treatment or diagnosis by a health care professional;
health insurance information;
biometric information;
passwords to any online accounts;
credentials to any financial accounts;
tax return data;
any payment card information subject to the Payment Card Industry Data Security Standard;
Personal Data of children under 13 years of age;
data relating to criminal convictions and offenses; and/or
any other information that falls within any special or sensitive categories of personal data (as defined in Applicable Data Protection Laws) (together, “Restricted Data”).

12. RESPONSABILITÀ

La responsabilità complessiva di ciascuna Parte nei confronti dell'altra Parte, comunque derivante, ai sensi o in relazione al presente DPA e alle SCC (se e come applicabili) non supererà in nessun caso le limitazioni o i massimali, e sarà soggetta a qualsiasi esclusione di responsabilità e perdita concordata dalle Parti nell'Accordo; a condizione che, nulla nella presente Sezione 12 pregiudicherà la responsabilità di qualsiasi persona nei confronti degli Interessati ai sensi delle disposizioni sui beneficiari terzi delle SCC (se e come applicabili).

13. SERVICE DATA

13.1 Customer acknowledges that Sojern may collect, use and disclose Service Data for its own business purposes, such as:

for accounting, tax, billing, audit, and compliance purposes;
to provide, improve, develop, optimise and maintain the Services;
to investigate fraud, spam, wrongful or unlawful use of the Services; and/or
as otherwise permitted or required by applicable law.

13.2 In respect of any such Processing described in Section 13.1, Sojern:

Independently determines the purposes and means of such Processing;
shall comply with Applicable Data Protection Laws (if and as applicable in the context);
shall Process such Service Data as described in Sojern’s relevant privacy notices/policies, as updated from time to time; and
where possible, shall apply technical and organizational safeguards to any relevant Personal Data that are no less protective than the Security Measures.

13.3 For the avoidance of doubt, this DPA shall not apply to Sojern’s collection, use, disclosure or other Processing of Service Data, and Service Data does not constitute Customer Personal Data.

14. MODIFICHE LEGISLATIVE
Sojern può, previa comunicazione, modificare il presente DPA nella misura in cui (agendo ragionevolmente) lo ritenga necessario per soddisfare i requisiti delle Leggi sulla protezione dei dati applicabili di volta in volta, anche modificando o sostituendo le SCC nel modo descritto nel Paragrafo 3.3 dell'Allegato 2 (Allegato Europeo).

15. INCORPORATION AND PRECEDENCE

15.1 This DPA shall be incorporated into and form part of the Agreement with effect from the Addendum Effective Date.

15.2 In the event of any conflict or inconsistency between:

this DPA and the Agreement, this DPA shall prevail; or
any SCCs entered into pursuant to Paragraph 2 of Annex 2 (European Annex) and this DPA and/or the Agreement, the SCCs shall prevail in respect of the Restricted Transfer to which they apply.

Annex 1
Data Processing Details
Sojern / ‘DATA IMPORTER’ DETAILS

Nome:

Sojern, Inc.

Indirizzo:

575 Market Street, 4° piano, San Francisco, CA 94105 USA

Dettagli di contatto per la protezione dei dati:

Paul Huie, SVP e General Counsel di Sojern
sojernprivacy@Sojern.com

Attività di Sojern:

Ai sensi dell'Accordo, Sojern fornisce servizi di AI Smart Concierge, Reputation Manager e/o Guest Marketing Suite, a seconda delle specifiche funzionalità per le quali il Cliente ha stipulato un contratto.

Ruolo:

Responsabile del trattamento

CUSTOMER / 'DATA EXPORTER' DETAILS

Nome:

L'entità o altra persona che è una controparte dell'Accordo.

Indirizzo:

L'indirizzo del Cliente è l'indirizzo indicato nell'Accordo stipulato tra il Cliente e Sojern; o
se l'Accordo non include l'indirizzo, l'indirizzo commerciale principale del Cliente, salvo diversa comunicazione a sojernprivacy@Sojern.com

Dettagli di contatto per la protezione dei dati:

I dettagli di contatto del Cliente sono:

i dettagli di contatto indicati nell'Accordo; o
se l'Accordo non include i dettagli di contatto, i dettagli di contatto del Cliente inviati dal Cliente e associati all'account del Cliente per i Servizi – salvo diversa comunicazione a sojernprivacy@Sojern.com

Attività del Cliente:

Le attività del Cliente rilevanti per il presente DPA sono l'uso e la ricezione dei Servizi ai sensi e in conformità con, e per gli scopi previsti e consentiti nell'Accordo, come parte delle sue operazioni commerciali in corso.

Ruolo:

Titolare del trattamento – in relazione a qualsiasi trattamento di Dati Personali del Cliente per il quale il Cliente è Titolare del trattamento a pieno titolo; e
Responsabile del trattamento – in relazione a qualsiasi trattamento di Dati Personali del Cliente per il quale il Cliente agisce in qualità di Responsabile del trattamento per conto di qualsiasi altra persona (incluse le sue affiliate, se e dove applicabile).

Categorie di interessati:

Gli interessati rilevanti includono tutti gli interessati che il Cliente fa trattare a Sojern nell'ambito delle disposizioni del Servizio, inclusi:

Potenziali clienti di marketing
Ospiti, clienti, visitatori del sito Web o visitatori dell'app mobile del Cliente
Utenti finali e altri utenti dei prodotti e servizi del Cliente

Categorie di dati personali:

I Dati Personali Rilevanti includono tutte le Categorie di Dati che il Cliente fa elaborare a Sojern nell'ambito della fornitura del Servizio, tra cui:

Informazioni di contatto – ad esempio, nome, indirizzo di casa e/o aziendale, indirizzo email, dettagli telefonici e altre informazioni di contatto.
Informazioni su prenotazioni e soggiorni – ad esempio, dettagli e date di prenotazione degli utenti finali, preferenze di soggiorno e valutazioni e recensioni degli utenti.
Informazioni di messaggistica – ad esempio, il contenuto dei messaggi tra il Cliente e gli utenti finali, contenuti in email, SMS o altri canali di messaggistica.

Categorie Sensibili di Dati e restrizioni/garanzie aggiuntive associate:

Nessuna

Garanzie aggiuntive per i dati sensibili:

Non applicabile

Frequenza del trasferimento:

Continuo – come avviato dal Cliente nel e tramite il suo utilizzo, o l'utilizzo per suo conto, dei Servizi.

Natura del Trattamento:

Operazioni di trattamento necessarie per fornire i Servizi in conformità con l'Accordo.

Scopo del Trattamento:

I Dati Personali del Cliente saranno trattati:

come necessario per fornire i Servizi come avviato dal Cliente nel suo utilizzo degli stessi, e

per conformarsi a qualsiasi altra istruzione ragionevole fornita dal Cliente in conformità con i termini del presente DPA.

Durata del Trattamento / Periodo di Conservazione:

Per il periodo determinato in conformità con l'Accordo e il DPA, inclusa la Sezione 9 del DPA.

Trasferimenti a (sub)incaricati del trattamento:

I trasferimenti a Sub-Incaricati del trattamento sono come, e per gli scopi, descritti di volta in volta nell'Elenco dei Sub-Incaricati del trattamento.

Annex 2
European Annex

1. TRATTAMENTO DEI DATI PERSONALI DEL CLIENTE‍

1.1 Qualora Sojern riceva un'istruzione dal Cliente che, a suo ragionevole giudizio, violi il GDPR, Sojern ne informerà il Cliente.

1.2 Il Cliente riconosce e accetta che qualsiasi istruzione emessa dal Cliente in merito al Trattamento dei Dati Personali del Cliente da parte o per conto di Sojern ai sensi o in relazione all'Accordo sarà conforme al GDPR e a tutte le altre leggi applicabili.

‍2. VALUTAZIONE D'IMPATTO SULLA PROTEZIONE DEI DATI E CONSULTAZIONE PREVENTIVA‍

2.1 Sojern, tenendo conto della natura del Trattamento e delle informazioni a sua disposizione, fornirà un'assistenza ragionevole al Cliente, a spese del Cliente, per qualsiasi valutazione d'impatto sulla protezione dei dati e consultazione preventiva con le Autorità di Controllo che il Cliente ritenga ragionevolmente richieste dall'Articolo 35 o dall'Articolo 36 del GDPR, in ogni caso esclusivamente in relazione al Trattamento dei Dati Personali del Cliente da parte di Sojern.

2.2 Salvo nella misura in cui sia proibito dalla legge applicabile, il Cliente sarà interamente responsabile per tutto il tempo impiegato da Sojern (alle tariffe di servizio professionale allora vigenti di Sojern) nella fornitura da parte di Sojern di qualsiasi cooperazione e assistenza fornita al Cliente ai sensi del Paragrafo 2.1, e rimborserà a Sojern, su richiesta, tutti i costi così sostenuti da Sojern.

3. TRASFERIMENTI SOGGETTI A RESTRIZIONI

‍‍Trasferimenti soggetti a restrizioni UE‍

3.1 Nella misura in cui qualsiasi Trattamento di Dati Personali del Cliente ai sensi del presente DPA comporti un Trasferimento soggetto a restrizioni UE dal Cliente a Sojern, le Parti si conformeranno ai rispettivi obblighi stabiliti nelle SCC, che sono qui considerate come:

populated in accordance with Part 1 of Attachment 1 to Annex 2 (European Annex); and
entered into by the Parties and incorporated by reference into this DPA.

‍Trasferimenti limitati nel Regno Unito‍

3.2 Nella misura in cui qualsiasi Trattamento dei Dati Personali del Cliente ai sensi del presente DPA comporti un Trasferimento limitato nel Regno Unito dal Cliente a Sojern, le Parti si conformano ai rispettivi obblighi stabiliti nelle SCC, che si considerano qui come:

varied to address the requirements of the UK GDPR in accordance with UK Transfer Addendum and populated in accordance with Part 2 of Attachment 1 to Annex 2 (European Annex); and
entered into by the Parties and incorporated by reference into this DPA.

Adozione di un nuovo meccanismo di trasferimento‍

3.3 Sojern può, previa comunicazione, modificare il presente DPA e sostituire le SCC pertinenti con:

any new form of the relevant SCCs or any replacement therefor prepared and populated accordingly (e.g., standard data protection clauses adopted by the European Commission for use specifically in respect of transfers to data importers subject to Article 3(2) of the EU GDPR); or
another transfer mechanism, other than the SCCs, that enables the lawful transfer of Customer Personal Data to Sojern under this DPA in compliance with Chapter V of the GDPR.

Attachment 1
To Annex 2 (European Annex)
POPULATION OF SCCs

Nota

Nel contesto di qualsiasi Trasferimento limitato nell'UE, le SCC compilate in conformità alla Parte 1 del presente Allegato 1 sono incorporate per riferimento e costituiscono parte integrante del DPA (se e dove applicabile in conformità al Paragrafo 3.1 dell'Allegato 2 (Allegato Europeo) al DPA).

Nel contesto di qualsiasi Trasferimento limitato nel Regno Unito, le SCC come modificate dall'Addendum di Trasferimento del Regno Unito e compilate in conformità alla Parte 2 del presente Allegato 1 sono incorporate per riferimento e costituiscono parte integrante del DPA (se e dove applicabile in conformità al Paragrafo 3.2 dell'Allegato 2 (Allegato Europeo) al DPA).

PART 1: POPULATION OF THE SCCs

1. FIRMA DELLE SCC:

‍Laddove le SCC si applichino in conformità al Paragrafo 3.1 dell'Allegato 2 (Allegato Europeo) al DPA, ciascuna delle Parti si considera qui come avente firmato le SCC nel blocco di firma pertinente nell'Allegato I all'Appendice delle SCC.

2. MODULI

‍I seguenti moduli delle SCC si applicano nel modo di seguito indicato (tenendo conto del/dei ruolo/i del Cliente stabiliti nell'Allegato 1 all'Allegato 2 (Allegato Europeo) al DPA):

Module Two of the SCCs applies to any EU Restricted Transfer involving Processing of Customer Personal Data in respect of which Customer is a Controller in its own right; and/or
Module Three of the SCCs applies to any EU Restricted Transfer involving Processing of Customer Personal Data in respect of which Customer is itself acting as a Processor on behalf of any other person.

3. COMPILAZIONE DEL CORPO DELLE SCC‍

3.1 Per ciascun Modulo delle SCC, si applica quanto segue, se e dove applicabile a tale Modulo e alle relative Clausole:

In Clause 9, OPTION 2: GENERAL WRITTEN AUTHORISATION applies, and the minimum time period for advance notice of the addition or replacement of Sub-Processors shall be the advance notice period set out in Section 6.3 of the DPA; and
In Clause 11, the optional language is not used and is deleted.
In Clause 17, OPTION 1 applies, and the Parties agree that the SCCs shall be governed by the law of Ireland in relation to any EU Restricted Transfer; and
For the purposes of Clause 18, the Parties agree that any dispute arising from the SCCs in relation to any EU Restricted Transfer shall be resolved by the courts of Ireland, and Clause 18(b) is populated accordingly.

4. COMPILAZIONE DEGLI ALLEGATI ALL'APPENDICE DELLE SCC

‍4.1 L'Allegato I all'Appendice delle SCC è compilato con le informazioni corrispondenti dettagliate nell'Allegato 1 (Dettagli sul trattamento dei dati) al DPA, con:

Customer being ‘data exporter’; and
Sojern being ‘data importer’.

4.2 La Parte C dell'Allegato I all'Appendice delle SCC è compilata come segue:
L'autorità di controllo competente sarà determinata come segue:

Qualora il Cliente sia stabilito in uno Stato membro dell'UE: l'autorità di controllo competente sarà l'autorità di controllo di quello Stato membro dell'UE in cui il Cliente è stabilito.
Qualora il Cliente non sia stabilito in uno Stato membro dell'UE, si applica l'articolo 3, paragrafo 2, del GDPR e il Cliente ha nominato un rappresentante nell'UE ai sensi dell'articolo 27 del GDPR: l'autorità di controllo competente sarà l'autorità di controllo dello Stato membro dell'UE in cui ha sede (di volta in volta) il rappresentante del Cliente nell'UE pertinente al trattamento ai sensi del presente documento.
Qualora il Cliente non sia stabilito in uno Stato membro dell'UE, si applica l'articolo 3, paragrafo 2, del GDPR, ma il Cliente non ha nominato un rappresentante nell'UE ai sensi dell'articolo 27 del GDPR: l'autorità di controllo competente sarà l'autorità di controllo dello Stato membro dell'UE notificato per iscritto al punto di contatto di Sojern per la protezione dei dati identificato nell'Allegato 1 all'Appendice 2 (Appendice Europea) al DPA, che deve essere uno Stato membro dell'UE in cui si trovano gli interessati i cui dati personali sono trasferiti ai sensi delle presenti Clausole in relazione all'offerta di beni o servizi a loro, o il cui comportamento è monitorato.

4.3 L'Allegato II all'Appendice delle SCC è compilato come segue:

Generale:

Si prega di fare riferimento alla Sezione 5 del DPA e all'Allegato 4 (Misure di sicurezza) al DPA.
Nel caso in cui il Cliente riceva una Richiesta dell'Interessato ai sensi del GDPR dell'UE e richieda assistenza da Sojern, il Cliente dovrà inviare un'e-mail al punto di contatto di Sojern per la protezione dei dati identificato nell'Allegato 1 (Dettagli sul trattamento dei dati) al DPA.

Sub-Responsabili del trattamento: Quando Sojern si avvale di un Sub-Responsabile del trattamento ai sensi delle presenti Clausole, Sojern stipulerà un accordo contrattuale vincolante con tale Sub-Responsabile del trattamento che imponga loro obblighi di protezione dei dati che, nella sostanza, soddisfino o superino gli standard pertinenti richiesti ai sensi delle presenti Clausole e del DPA – anche per quanto riguarda:

misure di sicurezza delle informazioni applicabili;
notifica delle violazioni dei dati personali a Sojern;
restituzione o cancellazione dei Dati Personali del Cliente come e quando richiesto; e l'ingaggio di ulteriori Sub-Responsabili del trattamento.

PART 2: UK RESTRICTED TRANSFERS

1. UK TRANSFER ADDENDUM
1.1 Where relevant in accordance with Paragraph 3.2 of Annex 2 (European Annex) to the DPA, the SCCs also apply in the context of UK Restricted Transfers as varied by the UK Transfer Addendum in the manner described below -

Part 1 to the UK Transfer Addendum. As permitted by Section 17 of the UK Transfer Addendum, the Parties agree:

Tables 1, 2 and 3 to the UK Transfer Addendum are deemed populated with the corresponding details set out in Annex 1 (Data Processing Details) and the foregoing provisions of this Attachment 1 (subject to the variations effected by the Mandatory Clauses described in (b) below); and
Table 4 to the UK Transfer Addendum is completed by the box labelled ‘Data Importer’ being deemed to have been ticked.

Part 2 to the UK Transfer Addendum. The Parties agreed to be bound by the Mandatory Clauses of the UK Transfer Addendum.

1.2 In relation to any UK Restricted Transfer to which they apply, where the context permits and requires, any reference in the DPA to the SCCs, shall be read as a reference to those SCCs as varied in the manner set out in Paragraph 1.1 of this Part 2.

Annex 3
California Annex

1. Definizioni. Nel presente Allegato, i termini “scopo aziendale”, “scopo commerciale”, “informazioni personali”, “vendere”, “fornitore di servizi” e “condividere” avranno i rispettivi significati ad essi attribuiti nel CCPA. Il CCPA e gli altri termini in maiuscolo non definiti nel presente Allegato sono definiti nel DPA.

2. Obblighi di Sojern.‍

2.1 Le finalità commerciali e i servizi per i quali Sojern tratta i dati personali sono che Sojern fornisca i servizi al Cliente e per suo conto, come stabilito nell'Accordo.

2.2 È intenzione delle Parti che, per quanto riguarda qualsiasi dato personale, Sojern sia un fornitore di servizi. Sojern (a) riconosce che i dati personali sono divulgati dal Cliente solo per le finalità limitate e specifiche descritte nell'Accordo; (b) si conforma agli obblighi applicabili ai sensi del CCPA e fornisce lo stesso livello di protezione della privacy per i dati personali richiesto dal CCPA; (c) accetta che il Cliente abbia il diritto di adottare misure ragionevoli e appropriate ai sensi della Sezione 10 (Diritti di Audit) del presente DPA per contribuire a garantire che l'uso dei dati personali da parte di Sojern sia coerente con gli obblighi del Cliente ai sensi del CCPA; (d) notifica al Cliente per iscritto qualsiasi determinazione fatta da Sojern secondo cui non può più adempiere ai propri obblighi ai sensi del CCPA; e (e) accetta che il Cliente abbia il diritto, previa notifica, anche ai sensi della clausola precedente, di adottare misure ragionevoli e appropriate per interrompere e porre rimedio all'uso non autorizzato dei dati personali.

2.3 Sojern non (a) vende o condivide alcun dato personale; (b) conserva, utilizza o divulga alcun dato personale per scopi diversi da quelli commerciali specificati nell'Accordo, inclusa la conservazione, l'utilizzo o la divulgazione dei dati personali per uno scopo commerciale diverso da quello commerciale specificato nell'Accordo, o come altrimenti consentito dal CCPA; (c) conserva, utilizza o divulga i dati personali al di fuori del rapporto commerciale diretto tra Sojern e il Cliente; o (d) combina i dati personali ricevuti ai sensi dell'Accordo con i dati personali (i) ricevuti da o per conto di un'altra persona, o (ii) raccolti dall'interazione di Sojern con qualsiasi consumatore a cui tali dati personali si riferiscono.

2.4 Sojern implementa procedure e pratiche di sicurezza ragionevoli e appropriate alla natura dei dati personali ricevuti dal Cliente o per suo conto, in conformità con la Sezione 5 (Sicurezza) e l'Allegato 4 (Misure di Sicurezza) del DPA.

2.5 Quando Sojern si avvale di un Sub-Responsabile del trattamento, Sojern notifica al Cliente tali incarichi di Sub-Responsabile del trattamento in conformità con la Sezione 6 (Sub-Trattamento) del DPA.

Annex 4
Security Measures

A partire dalla Data di Entrata in Vigore dell'Addendum, Sojern implementerà e manterrà le Misure di Sicurezza come stabilito nel presente Allegato 4.

Generale. Sojern stabilirà, implementerà e manterrà misure amministrative, tecniche e organizzative appropriate, progettate per proteggere contro il trattamento non autorizzato o illecito dei Dati Personali e contro la perdita accidentale o la distruzione o il danneggiamento dei Dati Personali. Tali misure saranno adeguate a conformarsi alle leggi applicabili sulla protezione dei dati e Sojern si conformerà in ogni momento alle proprie politiche e al proprio programma di sicurezza delle informazioni.
Politiche e Standard di Sicurezza delle Informazioni. Sojern manterrà politiche, standard e procedure di sicurezza delle informazioni. Tali politiche, standard e procedure saranno mantenuti aggiornati e rivisti ogni qualvolta vengano apportate modifiche rilevanti ai sistemi informativi che utilizzano o archiviano Dati Personali.
Gestione delle Vulnerabilità. Sojern manterrà un programma di gestione delle vulnerabilità per tutti i sistemi che trattano Dati Personali, che includerà, senza limitazioni, la scansione interna ed esterna delle vulnerabilità con la valutazione del rischio e piani di rimedio formali per affrontare qualsiasi vulnerabilità identificata.
Valutazione del Rischio. Sojern condurrà valutazioni periodiche del rischio per identificare e valutare i rischi ragionevolmente prevedibili per la sicurezza, la riservatezza e l'integrità dei registri contenenti Dati Personali e valuterà e migliorerà, ove necessario, l'efficacia delle proprie misure di salvaguardia per limitare tali rischi.
Classificazione dei Dati. Sojern manterrà politiche e procedure per classificare gli asset informativi sensibili, chiarire le responsabilità di sicurezza e promuovere la consapevolezza per tutti i dipendenti.
Crittografia. Sojern implementerà meccanismi di crittografia standard del settore e suite di cifratura robuste (si raccomanda AES a 256 bit) per l'archiviazione e la trasmissione. Sojern accetterà connessioni su canali crittografati (si raccomanda TLS).
Sicurezza della Rete. Sojern proteggerà la propria rete impiegando un approccio di difesa in profondità che utilizza apparecchiature disponibili in commercio e tecniche standard del settore, inclusi, senza limitazioni, firewall, sistemi di rilevamento delle intrusioni, liste di controllo degli accessi e protocolli di routing.
Controlli Virus e Malware. Sojern proteggerà i Dati Personali da codice dannoso e installerà e manterrà software di protezione anti-virus e anti-malware su qualsiasi sistema che gestisce Dati Personali.
Controllo degli Accessi. Sojern applicherà il principio del privilegio minimo, in base al quale l'accesso ai Dati Personali è concesso solo a coloro all'interno dell'organizzazione che hanno una necessità aziendale di tale accesso e le autorizzazioni saranno limitate alla quantità minima richiesta per svolgere la specifica funzione lavorativa.
Luogo di Trattamento. I Dati Personali saranno trattati da Sojern negli Stati Uniti, fatte salve le leggi applicabili sulla protezione dei dati che potrebbero richiedere diversamente.
Risposta agli Incidenti. Sojern manterrà un programma di risposta agli incidenti di sicurezza dei dati e documenterà tutti gli incidenti di sicurezza dei dati sospetti. Sojern indagherà su qualsiasi incidente di sicurezza dei dati e adotterà tutte le misure necessarie per eliminare o contenere l'incidente di sicurezza dei dati.
Personale. Sojern manterrà un programma di sensibilizzazione e formazione sulla sicurezza delle informazioni e formerà il personale chiave di Sojern sulle misure di protezione dei dati e sulle protezioni generali della cybersecurity.
Fornitori. Sojern manterrà un programma di gestione dei fornitori che valuterà tutti i fornitori con cui Sojern scambia Dati Personali. Tali fornitori saranno tenuti a standard di sicurezza dei dati non meno restrittivi di quelli qui stabiliti.

Sojern può aggiornare o modificare queste Misure di Sicurezza di volta in volta, a condizione che tali aggiornamenti e modifiche non diminuiscano la sicurezza complessiva dei Dati Personali del Cliente.

Annex 5
Sub-Processor List

Per supportare l'erogazione dei nostri Servizi, Sojern si avvale di alcuni Sub-Responsabili del trattamento per trattare i Dati Personali del Cliente in conformità con i termini e le condizioni dell'Accordo sul trattamento dei dati della Piattaforma Guest Experience (il "DPA"). Questo elenco contiene informazioni sui Sub-Responsabili del trattamento incaricati da Sojern di volta in volta per trattare i Dati Personali del Cliente.

Name	Purpose	Location
Amazon Web Services	Data storage, email service provider	United States
Bandwidth	SMS messaging services	United States
Redis	Data storage	United States
Stripe	Payment processing services	United States
Twilio	SMS messaging services	United States

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ALLEGATO DI SERVIZIO AUDIENCE DI VIAGGIATORI

Salvo diversa definizione nel presente Allegato di Servizio per il Servizio Audience di Viaggiatori, i termini in maiuscolo avranno il significato loro attribuito nell'Accordo. I termini specifici descritti di seguito saranno applicabili solo se le Audience di Viaggiatori vengono acquistate.

1. Definizioni

“Account della Piattaforma” indica l'account del Cliente nella Piattaforma applicabile.

“Deal ID” indica un identificatore alfanumerico unico assegnato a un Cliente da Sojern che indica l'utilizzo da parte del Cliente delle Audience Sojern nelle proprie campagne sulla Piattaforma.

“Piattaforma” indica qualsiasi piattaforma lato domanda o applicazione online utilizzata per servizi di pubblicità digitale dal Cliente, come identificato dal Cliente nella documentazione fornita a Sojern.

“Audience Sojern” indica i dati di audience personalizzati proprietari e concessi in licenza da Sojern.

“Servizio(i) Audience di Viaggiatori” indica il servizio di fornitura delle Audience di Sojern all'Account della Piattaforma del Cliente in base ai criteri di target concordati tra il Cliente e Sojern.

2. Fornitura dei Servizi

In connection with Sojern’s provision of the Traveler Audiences Service, Sojern will make available Sojern Audiences in the Platform Account based upon the requirements agreed upon between Sojern and the Customer. Customer permits Sojern to access Customer Materials and combine it with other data for the purpose of providing the Traveler Audiences Service. Customer will at all times be responsible for protecting the Sojern Audiences from unauthorized access, use or disclosure through its Platform Account. If the Platform is Facebook and Google, Customer agrees to provide access to its Platform Account in order to: i) transmit the Sojern Audiences ii) pull reporting from the Platform Account as required by Sojern. Customer agrees to only use the Sojern Audiences for its own campaigns. If the Customer is an agency, Sojern Audiences may only be used for the benefit of the Advertiser identified in the Agreement. Customer hereby acknowledges that to the extent Sojern provides Customer with recommendations regarding use of the Sojern Audiences, including, without limitation, campaign creation, management and optimization, such recommendations shall be for informational purposes only, and Customer shall retain sole responsibility for managing their campaigns unless otherwise agreed between the Parties in writing.
Customer will not (i) make the Sojern Audiences available to any third parties; (ii) export (including to other accounts in the Platform), modify, co-mingle or delete, iii) reuse, create derivatives, store, identify or create look-a-like audiences from the Sojern Data without Sojern’s prior written consent. With reasonable prior notice, Customer agrees to provide confirmation of compliance with this Agreement with relevant logs, reporting as appropriate.

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Sojern Termini e Condizioni - 6 novembre 2025

Ultimo aggiornamento 6 novembre 2025

1. Definizioni

2. Utilizzo e Diritti di accesso

3. Pagamenti e Fatturazione

4. Agency, Affiliates & Beta

5. Intellectual Property and Privacy

6. Third-Party Designated Websites/Services

7. Warranties & Disclaimers

8. Confidentiality

9. Indemnification

10. Limitation of Liability

11. Modification of Terms and Order Form

12. Term and Termination; Effect of Termination

13. Assignment

14. Relationship Between the Parties

15. Arbitration

16. General Provisions

MEDIA SERVICES SERVICE SCHEDULE

1. Definitions

2. Customer Ad Content

3. Delivery of Media Services

4. SEM Services

5. Social Media Services

6. Metasearch Services

7. Email Services

8. Commission Campaigns Invoicing

GUEST EXPERIENCE PLATFORM SERVICE SCHEDULE

Allegato "A"Accordo sul livello del servizio

Allegato "B"Addendum sul trattamento dei dati della Piattaforma Guest Experience

Annex 1 Data Processing Details Sojern / ‘DATA IMPORTER’ DETAILS

Nome:

Indirizzo:

Dettagli di contatto per la protezione dei dati:

Attività di Sojern:

Ruolo:

CUSTOMER / 'DATA EXPORTER' DETAILS

Nome:

Indirizzo:

Dettagli di contatto per la protezione dei dati:

Attività del Cliente:

Ruolo:

Categorie di interessati:

Categorie di dati personali:

Categorie Sensibili di Dati e restrizioni/garanzie aggiuntive associate:

Garanzie aggiuntive per i dati sensibili:

Frequenza del trasferimento:

Natura del Trattamento:

Scopo del Trattamento:

Durata del Trattamento / Periodo di Conservazione:

Trasferimenti a (sub)incaricati del trattamento:

Annex 2 European Annex

Attachment 1 To Annex 2 (European Annex) POPULATION OF SCCs

PART 1: POPULATION OF THE SCCs

Generale:

PART 2: UK RESTRICTED TRANSFERS

Annex 3 California Annex

Annex 4 Security Measures

Annex 5 Sub-Processor List

ALLEGATO DI SERVIZIO AUDIENCE DI VIAGGIATORI

1. Definizioni

2. Fornitura dei Servizi

Allegato "A"
Accordo sul livello del servizio

Allegato "B"
Addendum sul trattamento dei dati della Piattaforma Guest Experience

Annex 1
Data Processing Details
Sojern / ‘DATA IMPORTER’ DETAILS

Annex 2
European Annex

Attachment 1
To Annex 2 (European Annex)
POPULATION OF SCCs

Annex 3
California Annex

Annex 4
Security Measures

Annex 5
Sub-Processor List