Sojern Terms & Conditions - December 23, 2024

Last Updated December 23, 2024

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This Sojern Terms and Conditions (“Terms”) is made between the Sojern entity addressed in the Order Form (“Sojern”), and the contracting party identified on the Order Form (“Customer”), together referred to as the “Parties” and each individually as a “Party”. The Parties hereby agree to these Terms, including any applicable Service Schedules(s), Order Form(s), and SOW(S), each of which become binding on the Parties and are incorporated into these Terms upon execution of an Order Form (“Terms Effective Date”). Each Order Form, or SOW is governed by and incorporates the following documents collectively referred to as the “Agreement,” that consists of:

Order Form, and/or Statement of Work;
Service Schedule(s); and
These Terms.

In the event of a conflict, the order of precedence is set out above in descending order of control. Where these Terms or an Order Form have been translated into a language other than English, such translation(s) shall be for informational purposes only and the English version shall control in the event of a conflict.

PLEASE READ THIS AGREEMENT CAREFULLY TO ENSURE THAT YOU UNDERSTAND EACH PROVISION. THIS AGREEMENT CONTAINS A MANDATORY ARBITRATION PROVISION THAT REQUIRES THE USE OF ARBITRATION TO RESOLVE DISPUTES ON AN INDIVIDUAL CLAIM BASIS ONLY AND WITHOUT A JURY TRIAL.

1. Definitions

“Ad Content” means any content which promotes Customer’s products and/or services, including, but not limited to, images, graphics, text, data, links or other digital objects or code.

“Advertiser” means the end customer Sojern is ultimately providing its Services for. Also could be a Represented Hotel.

“Affiliate” means any entity which directly or indirectly controls, is controlled by, or is under common control with the Party. “Control,” for purposes of this definition, means direct or indirect ownership or control of more than 50% of the voted interests of the Party. Any legal entity will be considered a Party’s Affiliate as long as that interest is maintained.

“Affiliated Property” means a hotel or chain that purchases Sojern Services directly from Sojern, but has a relationship with a corporate brand as a franchisee or otherwise.

“Agency” means a media agency or management company that purchases Sojern Services for the benefit of their Represented Hotel.

“Customer Account” means a unique account for the Customer and its Users to access and use the Sojern Services.

“Customer Materials” means the materials, systems, data (including CRM), personnel, trademarks, and logos of Customer.

“Digital Asset(s)” means any website, mobile applications, software application, digital platform or tool owned, operated or managed by Customer, or another third party that is part of the Sojern Network.

“Documentation” means the current version of the readme and help files, knowledge base, and other documentation applicable to the Sojern Services and made available to Customer.

“End User” means visitors or clients of Customers visiting or using the Digital Assets owned by the Customer or other third parties on the Sojern Network.

“Guest Experience Solutions”/“GES” means Sojern’s cloud-based application, mobile application, and platform for guest engagement and management, including customer relationship management and any corresponding support, maintenance, and professional services.

“Intellectual Property Rights” means all i) patents, patents disclosures and inventions (whether patentable or not), ii) trademarks, service marks, logos, trade or business names, domain names, together with all of the goodwill associated therewith, iii) copyrights and copyrightable works (including computer software), rights in data and databases, iv) trade secrets, know-how, and other confidential information, and v) all other rights or forms of protection of a similar nature, however designated, whether enforceable, registered or not, in any country.

“Order Form” means the commercial agreement entered into by the Parties that sets forth the specific pricing and options for Sojern’s provision of the Service to the Customer. Capitalized terms used herein but not defined shall have the meaning set in the Order Form. The Parties may enter into multiple Order Forms, if appropriate.

“Media Services'' means all advertising services provided by Sojern pursuant to these Terms, including Programmatic Services, Facebook Services, Metasearch Services, SEM Services, email marketing (each as may be applicable).

“Professional Services” means any consulting, architecture, training, configuration, or other ancillary solutions set forth in an Order Form and/or SOW.

“Represented Hotel(s)” means a hotel or chain that uses an agency or management company to procure and/or manage Sojern Services on its behalf.

“Service Data” means the data Sojern collects using the Sojern Technology in connection with delivering the Sojern Services through: the Sojern Network, the Customer’s Digital Assets, and through the Sojern Platform. It could include aggregated, de-identified End User information.

“Sojern Network” means third-party websites, networks, mobile applications, devices, platforms, and channels that are not owned, operated, or controlled by Sojern, but on which Sojern has a contractual right to serve Ad Content or target users on behalf of Customer using Sojern Technology.

“Sojern Platform” means the web-based platform to access certain Sojern Services.

“Sojern Policies” means, as applicable, the Advertising Policy, Acceptable Use Policy, and other such policies.

“Service Schedule(s)” means the service-specific terms applicable to the relevant Sojern Service(s).

“Sojern Service(s)” means any service provided by Sojern pursuant to an Order Form/ or SOW under these Terms.

“Sojern Technology” means Sojern’s proprietary, digital media, marketing solutions used to provide Sojern Services, including the Sojern Platform, and any scripts, tags, other software code, API, mobile application, software or integration by Sojern in to the Sojern Network as part of the Sojern Services.

“Users” means one individual natural person, whether an employee, contractor, or agent of Customer who is authorized by Customer to access and use the Customer Account, configure the Sojern Services, and access reports and analytics. If the User is not an employee of Customer, use of the Sojern Services will only be allowed only if the User is under confidentiality obligations with Customer at least as restrictive as those in these Terms and is accessing the Sojern Services solely to support Customer’s internal business purposes.

2. Usage and Access Rights

2.1 Access to the Sojern Service. Conditioned on Customer’s payment of the Fees and subject to the Agreement, Sojern will provide the Sojern Services to Customer, its Affiliates, during the Term, subject to the limitations set forth in the applicable Order Form, Service Schedule.

2.2 Customer Account. In connection with Customer’s receipt of Sojern Services, Customer will be asked to create a “Customer Account.” Depending on the information Customer makes available when using Sojern Technology, Customer can use the Customer Account to adjust budgets, configure, view various types of analytics, which may include visits to Customer’s designated websites, as well as Sojern-Driven Bookings (where applicable). If Customer establishes a Customer Account, Customer agrees to provide accurate and truthful information when establishing the Customer Account and to keep such information current. Customer will be responsible for all activity that occurs using the Customer Account, including any losses incurred by Sojern or any other authorized User of the Sojern Services resulting from Customer’s failure to maintain the security of its account information.

‍2.3 Use of Sojern Technology. To enable Sojern to provide the Sojern Services, Sojern will make available the Sojern Technology to Customer, and Customer will implement and maintain the Sojern Technology on its designated Digital Assets. Customer will secure any necessary authorizations to implement, maintain and use the Sojern Technology on Customer’s designated Digital Assets. Sojern may, from time to time, provide Customer with an update to the Sojern Technology and Customer will promptly insert or implement, or instruct any authorized third party to insert or implement, such updates as instructed by Sojern. In order to provide the Sojern Services, Sojern will use, analyze, process, store and combine Service Data with other data. Sojern may use the Service Data to improve the Sojern Technology and Services, and other programs or solutions, create analytics, reports, and audiences.

3. Payments and Invoicing

3.1 Payment Terms. Customer will pay Sojern in accordance with the Fees as set forth in the applicable Order Form (“Fees”), and Service Schedule. Payment of the Fees will be made using the method specified by the Customer via the Customer Account. Customer is responsible for keeping all account information accurate and up to date, including, as applicable, payment card, bank account information, address, and account contact information. Fees may include any related costs, including third-party services. Customer hereby represents that Sojern is permitted to charge the payment card for all Fees, and that Customer will be responsible for all charges incurred by Users or other payment methods used (such as bank account information) in connection with a purchase or other monetary transaction interaction with Sojern. All Fees are payable in United States dollars and are non-cancelable and non-refundable except as otherwise set forth within the applicable Order Form. Sojern reserves the right to apply any payment received to any outstanding invoice, including any Fees due to older invoices.

3.2 Disputes. In the event of late payment, Sojern may without waiving or prejudicing any other rights or remedies available: i) to charge the lesser of 1.5% per month or the maximum rate permitted by applicable law, ii) suspend the applicable Sojern Service(s) immediately until the Fees are brought current, and/or, iii) where applicable, automatically accelerate all remaining total Fees under the order becoming immediately due and payable. Customer will reimburse any costs or expenses (including, but not limited to, reasonable attorneys’ fees) incurred by Sojern to collect any amount that is not paid when due, and not properly disputed. If Customer is paying by payment card and if the payment card is declined for any installment, beginning five (5) days after the unsuccessful charge, Sojern may suspend the Sojern Services immediately until payment is brought current. If a PO number is required by the Customer in order for an invoice to be paid, then the Customer must provide such a number by emailing accounting.billing@sojern.com within three (3) days of execution of an Order Form. However, Customer’s failure to provide a PO does not relieve Customer of their obligation to pay the Fees.

‍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 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 for its business purposes.

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 the Ad Content, and if applicable, any other Customer Materials provided to Sojern: (i) as necessary to provide the Sojern Services; (ii) to serve the Ad Content on Sojern Networks; (iii) create custom audiences; and (iv) in order to create advertisements for Customer and Customer’s business, to be served on Sojern Networks (“Sojern-Created Content”). Customer agrees that Sojern may use the 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 their collection, use, storage of personal data, including Sojern’s collection, use, storage and 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, 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.

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, 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 to: (a) access the designated website(s), and (b) the Ad Content and any other content provided by Customer to Sojern: (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.

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 Ad Content or other content 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 commission for Sojern-Driven Bookings (e.g. Pay on the Stay).

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

“Facebook Services” means Sojern managing Customer’s Facebook advertising campaigns through Sojern’s Facebook 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 Facebook Services.

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

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

“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. Ad Content

2.1 Customer will provide Sojern with the 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 Ad Content provided by Customer shall adhere to Sojern’s Policies. Sojern reserves the right, in its sole discretion, to reject or remove any 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 Ad Content provided by Customer with respect to Ad Content size and format; and (ii) test performance of variations of 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, Ad 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 Ad 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 Content; and
With respect to all other Media Services campaigns, Sojern will promptly remove the violating Ad 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 Ad Content on the Sojern Network; provided, however, that there is no guarantee that Ad Content will be delivered. The placement of Ad Content throughout the Sojern Network and priority and frequency with which the Ad 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). 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. Facebook Services

5.1 Facebook 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). If Customer engages Sojern to provide Facebook Services (where available), the following additional terms shall apply:

Customer agrees to provide Sojern with all necessary information and materials to perform the Facebook Services, including, without limitation, rights and permissions related to the Customer’s Facebook Ad Account(s), Facebook page(s), Facebook catalog(s), Facebook 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 Facebook 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). 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.
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 SEM 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 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. Bookings Reports and Invoicing for Commission Campaigns

7.1 Solely 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”). Unless otherwise agreed by the Parties, refundable cancellations and “no shows” (“Qualifying Exclusions”) will not be subject to Commission.

‍7.2 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, 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.

7.3 Effect of Termination. Upon termination of a Commission Campaign, Sojern will deliver an invoice to Customer reflecting the final Commission. The final Commission will include: any remaining Sojern-Driven Bookings that has 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.

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GUEST EXPERIENCE SOLUTIONS SERVICE SCHEDULE

Unless otherwise defined in this Service Schedule for the Guest Experience Solutions, capitalized terms will have the meaning given to them in the Agreement. Specific terms described below will only be applicable if Guest Experience Solutions 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 Solutions 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 Solutions, 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 Solutions cannot be shared by Users, (but may be reassigned to a new User replacing a person who no longer requires access to GES) and are licensed based on a per room or property model. Customer’s use of the Guest Experience Solutions 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 Solutions 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, the number of outbound calls made to a Customer’s API within a specified period of time, the number of messages the GES will send to the End User within a specified period of time. Customer acknowledges that exceeding these other limitations may cause GES to malfunction, may accrue additional Fees, or may result in suspension of the Guest Experience Solutions until compliance has occurred.‍

3. GES 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 Subscription Start Date (as defined in the Order Form); (c) payment will be due within fifteen (15) days from the date of the invoice. A fully executed order is non-cancellable and nonrefundable except as provided in this Agreement, and the Term as set forth in the Order Form is a continuous and non-divisible commitment for the entire duration of the Term. ‍

4. Usage of End User Information. Customer will retain all right, title and interest in End User Information and all Intellectual Property Rights therein. Nothing in this Agreement will confer to Sojern any right of ownership or interest in the End User Information, other than the limited license set forth herein. Sojern may collect, store, and use the End User Information in an aggregated, de-identified manner as provided for under Section 2.3 of the Terms, and in accordance with the GES Privacy Policy found at https://www.sojern.com/privacy/ges-privacy-policy. Customer and Sojern agree that the processing of any personal data under the Guest Experience Solutions shall be carried out in accordance with the provisions of the DPA, set forth here as Exhibit B.

5. Warranty Related to SMS Use. The Guest Services Solutions allows Customers the ability to send and receive SMS and other types of messages (“Messaging”). Customer represents and warrant that they will (i) receive and will maintain consents from each End User who will receive messages, (ii) maintain procedures for each End User to opt out of participating in Messaging, and once opted-out, Customer will not re-enroll any End User to Messaging until new renewed consent has been received, and (iii) comply with all applicable law relating to Messaging in Customer’s use of the Services, including without limitation, the Telephone Consumer Protection Act and CAN-SPAM. Customer shall be responsible for compliance with Messaging and related data privacy laws.‍

6. Support, & Service Warranty

6.1 Sojern shall provide support for the Guest Experience Solutions in accordance with the applicable plan selected by Customer under the Order Form.

6.2 Sojern warrants that the Guest Experience Solutions will perform in accordance with the Service Level Agreement (SLA) set forth here as Exhibit A, however, that the sole remedy for breach of this warranty or failure of the Services to perform shall be set forth in the SLA.

‍7. Term, Renewal & Termination for GES. The Order Form will state the Term for the Guest Experience Solutions ordered. If none is stated, the Term is one (1) year from the effective date of the Order. At the end of each Term, the associated order shall automatically renew for an additional annual term at the prices communicated to the Customer at least sixty (60) days prior to the end of that Term (or the same prices as the prior Term if no new prices are provided), unless Customer provides a notice of non-renewal by sending an email to the customer GES representative at least thirty days (30) before the renewal date. Sojern will send the renewal notice to the contact email listed on the Customer Account unless Sojern is notified of another. Customer’s payment card number on file will be charged for the GES renewal term in accordance with the terms set forth in the Agreement.

7.1 Termination. Either Party may choose to terminate the Agreement and all orders at any time for any reason with sixty days (60) written notice, provided that upon Customer's termination: (i) Customer will not be entitled to a refund of pre-paid Fees; and (ii) all remaining Fees that are outstanding, or incurred during the notice period on a then-current order will become immediately due and payable. Either party may terminate this Agreement upon thirty (30) days’ prior written notice to the other party for a material breach that remains uncured at the expiration of such period. Immediately upon termination of the Agreement for any reason, Customer will cease use of the Guest Experience Solutions, pay in full all Fees due upon termination, and return or destroy all copies of Sojern's Confidential Information. After the expiration or termination of the Agreement for any reason Customer account shall be deactivated. All provisions of the Agreement which by their nature should survive cancellation or termination of the Agreement shall survive cancellation or termination.

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Exhibit "A"
Service Level Agreement

This GES Level Agreement (“SLA”) applies to your use of the Guest Experience Solutions and is governed by the Guest Experience Solutions Terms of Service (the “Agreement”).

Except where we specifically state something different in this SLA, this SLA is subject to the terms of the Agreement, and you can look to the Agreement to define capitalized terms. Sojern, Inc.reserves the right to change the terms of this SLA in accordance with the Agreement.

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 Solutions.
“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 Solutions, which is triggered upon the requirements set by the Customer. The Customer must configure the Guest Experience Solutions and supply the Client Information in accordance with the Documentation.
“Guest Experience Solutions” 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 Solutions:

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 Solutions 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 Solutions 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 Solutions. 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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Exhibit "B"
Guest Experience Solutions Data Processing Addendum

THIS DATA PROCESSING ADDENDUM (“DPA”) is entered into as of the Addendum Effective Date by and between: (1) Sojern, Inc. (“Sojern”); and (2) the entity or other person who is a counterparty to the Agreement (as defined below) into which this DPA is incorporated and forms a part (“Customer”), together the “Parties” and each a “Party”.

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 Unless otherwise defined in this DPA, all capitalised terms in this DPA shall have the meaning given to them in the Agreement.

2. SCOPE OF THIS DATA PROCESSING ADDENDUM

2.1 This DPA applies to Sojern’s Processing of Customer Personal Data under the Agreement.

2.2 Annex 2 (European Annex) to this DPA applies only if and to the extent Sojern’s Processing of Customer Personal Data under the Agreement is subject to the GDPR.

2.3 Annex 3 (California Annex) to this DPA applies only if and to the extent Sojern’s Processing of Customer Personal Data under the Agreement is subject to the CCPA with respect to which Customer is a “business” (as defined in the CCPA).

3. PROCESSING OF CUSTOMER PERSONAL DATA

3.1 Sojern shall not Process Customer Personal Data other than on Customer’s instructions or as required by applicable laws.

3.2 Customer instructs Sojern to Process Customer Personal Data as necessary to provide the Services to Customer under and in accordance with the Agreement.

3.3 The Parties acknowledge and agree that the details of Sojern's Processing of Customer Personal Data (including the respective roles of the Parties relating to such Processing) are as described in Annex 1 (Data Processing Details) to the DPA.

4. SOJERN PERSONNEL

Sojern shall take commercially reasonable steps to ascertain the reliability of any Sojern Personnel who Process Customer Personal Data, and shall enter into written confidentiality agreements with all Sojern Personnel who Process Customer Personal Data that are not subject to professional or statutory obligations of confidentiality.

5. SECURITY

5.1 Sojern shall implement and maintain technical and organisational measures in relation to Customer Personal Data designed to protect Customer Personal Data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure of or access as described in Annex 4 (Security Measures) (the “Security Measures”).

5.2 Sojern may update the Security Measures from time to time, provided the updated measures do not materially decrease the overall protection of Customer Personal Data.

6. SUB-PROCESSING

6.1 Customer generally authorizes Sojern to appoint Sub-Processors in accordance with this Section 6.

6.2 Sojern may continue to use those Sub-Processors already engaged by Sojern as at the date of this DPA (as those Sub-Processors are shown, together with their respective functions and locations, in the Sub-Processor list contained in Annex 5 (the “Sub-Processor List”).

6.3 Sojern shall give Customer prior written notice of the appointment of any proposed Sub-Processor, including reasonable details of the Processing to be undertaken by the Sub-Processor, by updating Customer with the changes to the Sub-Processor List via email sent to Customer’s contact point as set out in Annex 1 (Data Processing Details). Company may object to a new sub-processor by submitting an objection by email to sojernprivacy@Sojern.com with subject line “Sub-processor Objection,” along with a contact’s name, company’s name, name of the Sojern product or service, name of the sub-processor, and a justifiable ground for objection. If Client does not object within ten (10) days following an update to the list of sub-processors, the new sub-processor(s) will be deemed accepted. If Company reasonably objects to a change and Sojern is unable to resolve such objection, Company may terminate the Agreement and DPA.

6.4 With respect to each Sub-Processor, Sojern shall maintain a written contract between Sojern and the Sub- Processor that includes terms which offer at least an equivalent level of protection for Customer Personal Data as those set out in this DPA (including the Security Measures).

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. AUDIT RIGHTS

10.1 Sojern shall make available to Customer on request, such information as Sojern (acting reasonably) considers appropriate in the circumstances to demonstrate its compliance with this DPA and Applicable Data Protection Laws.

10.2 Subject to Sections 10.3 to 10.4, in the event that Customer (acting reasonably) is able to provide documentary evidence that the information made available by Sojern pursuant to Section 10.1 is not sufficient in the circumstances to demonstrate Sojern compliance with this DPA, Sojern shall allow for and contribute to audits by Customer or an auditor mandated by Customer in relation to the Processing of Customer Personal Data by Sojern.

10.3 Prior to conducting any audit, Customer must submit a detailed proposed audit plan providing for the confidential treatment of all information exchanged in connection with the audit and any reports regarding the results or findings thereof. The proposed audit plan must describe the proposed scope, duration, and timing of the audit. Sojern will work cooperatively with Customer to agree on a final audit plan. After the audit is completed, Customer will promptly share the results of the audit with Sojern.

10.4 If the controls or measures to be assessed in the requested audit are addressed in a SOC 2 Type 2, ISO, NIST or similar audit report performed by a qualified third-party auditor within twelve (12) months of Customer’s audit request (“Audit Report”) and Sojern has confirmed in writing that there are no known material changes in the controls audited and covered by such Audit Report(s), Customer agrees to accept provision of such Audit Report(s) in lieu of requesting an audit of such controls or measures.

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. LIABILITY

The total aggregate liability of either Party towards the other Party, howsoever arising, under or in connection with this DPA and the SCCs (if and as they apply) will under no circumstances exceed any limitations or caps on, and shall be subject to any exclusions of, liability and loss agreed by the Parties in the Agreement; provided that, nothing in this Section 12 will affect any person’s liability to Data Subjects under the third-party beneficiary provisions of the SCCs (if and as they apply).

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. CHANGE IN LAWS
Sojern may on notice vary this DPA to the extent that (acting reasonably) it considers necessary to address the requirements of Applicable Data Protection Laws from time to time, including by varying or replacing the SCCs in the manner described in Paragraph 3.3 of Annex 2 (European Annex).

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

Name:

Sojern, Inc.

Address:

575 Market Street, 4th Floor, San Francisco, CA 94105 USA

Contact Details for Data Protection:

Paul Huie, Sojern SVP and General Counsel
sojernprivacy@Sojern.com

Sojern Activities:

Under the Agreement, Sojern provides AI concierge, reputation management, and/or guest marketing services, depending on the specific capabilities for which Customer has contracted.

Role:

Processor

CUSTOMER / 'DATA EXPORTER' DETAILS

Name:

The entity or other person who is a counterparty to the Agreement.

Address:

Customer’s address is the address shown in the Agreement entered into by and between the Customer and Sojern; or
if the Agreement does not include the address, the Customer’s principal business trading address unless otherwise notified to sojernprivacy@Sojern.com

Contact Details for Data Protection:

Customer’s contact details are:

the contact details shown in the Agreement; or
if the Agreement does not include the contact details, Customer’s contact details submitted by Customer and associated with Customer’s account for the Services – unless otherwise notified to sojernprivacy@Sojern.com

Customer Activities:

Customer’s activities relevant to this DPA are the use and receipt of the Services under and in accordance with, and for the purposes anticipated and permitted in, the Agreement as part of its ongoing business operations.

Role:

Controller – in respect of any Processing of Customer Personal Data in respect of which Customer is a Controller in its own right; and
Processor – in respect of any Processing of Customer Personal Data in respect of which Customer is itself acting as a Processor on behalf of any other person (including its affiliates if and where applicable).

Categories of Data Subjects:

Relevant Data Subjects include any Data Subjects Customer causes Sojern to process as part of the provisions of the Service, including:

Marketing prospects
Customer’s own guests, customers, website visitors, or mobile app visitors
End-users and other users of Customer’s products and services

Categories of Personal Data:

Relevant Personal Data includes any Categories of Data Customer causes Sojern to process as part of the provisions of the Service, including:

Contact information – e.g., name, home and/or business address, email address, telephone details and other contact information.
Booking and stay information – e.g., end users’ booking details and dates, stay preferences, and user ratings and reviews.
Messaging information – e.g., the contents of messages between Customer and end users, contained in email, SMS, or other messaging channels.

Sensitive Categories of Data, and associated additional restrictions/safeguards:

None

Additional safeguards for sensitive data:

N/A

Frequency of transfer:

Ongoing – as initiated by Customer in and through its use, or use on its behalf, of the Services.

Nature of the Processing:

Processing operations required in order to provide the Services in accordance with the Agreement.

Purpose of the Processing:

Customer Personal Data will be processed:

as necessary to provide the Services as initiated by Customer in its use thereof, and

to comply with any other reasonable instructions provided by Customer in accordance with the terms of this DPA.

Duration of Processing / Retention Period:

For the period determined in accordance with the Agreement and DPA, including Section 9 of the DPA.

Transfers to (sub)processors:

Transfers to Sub-Processors are as, and for the purposes, described from time to time in the Sub-Processor List.

Annex 2
European Annex

1. PROCESSING OF CUSTOMER PERSONAL DATA‍

1.1 Where Sojern receives an instruction from Customer that, in its reasonable opinion, infringes the GDPR, Sojern shall inform Customer.

1.2 Customer acknowledges and agrees that any instructions issued by Customer with regards to the Processing of Customer Personal Data by or on behalf of Sojern pursuant to or in connection with the Agreement shall be in compliance with the GDPR and all other applicable laws.

‍2. DATA PROTECTION IMPACT ASSESSMENT AND PRIOR CONSULTATION‍

2.1 Sojern, taking into account the nature of the Processing and the information available to Sojern, shall provide reasonable assistance to Customer, at Customer’s cost, with any data protection impact assessments and prior consultations with Supervisory Authorities which Customer reasonably considers to be required of it by Article 35 or Article 36 of the GDPR, in each case solely in relation to Processing of Customer Personal Data by Sojern.

2.2 Except to the extent prohibited by applicable law, Customer shall be fully responsible for all time spent by Sojern (at Sojern’s then-current professional services rates) in Sojern’s provision of any cooperation and assistance provided to Customer under Paragraph 2.1, and shall on demand reimburse Sojern any such costs incurred by Sojern.

3. RESTRICTED TRANSFERS

‍‍EU Restricted Transfers‍

3.1 To the extent that any Processing of Customer Personal Data under this DPA involves an EU Restricted Transfer from Customer to Sojern, the Parties shall comply with their respective obligations set out in the SCCs, which are hereby deemed to be:

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.

‍UK Restricted Transfers‍

3.2 To the extent that any Processing of Customer Personal Data under this DPA involves a UK Restricted Transfer from Customer to Sojern, the Parties shall comply with their respective obligations set out in the SCCs, which are hereby deemed to be:

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.

Adoption of new transfer mechanism‍

3.3 Sojern may on notice vary this DPA and replace the relevant SCCs with:

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

Note

In the context of any EU Restricted Transfer, the SCCs populated in accordance with Part 1 of this Attachment 1 are incorporated by reference into and form an effective part of the DPA (if and where applicable in accordance with Paragraph 3.1 of Annex 2 (European Annex) to the DPA).

In the context of any UK Restricted Transfer, the SCCs as varied by the UK Transfer Addendum and populated in accordance with Part 2 of this Attachment 1 are incorporated by reference into and form an effective part of the DPA (if and where applicable in accordance with Paragraph 3.2 of Annex 2 (European Annex) to the DPA).

PART 1: POPULATION OF THE SCCs

1. SIGNATURE OF THE SCCs:

‍Where the SCCs apply in accordance with Paragraph 3.1 of Annex 2 (European Annex) to the DPA each of the Parties is hereby deemed to have signed the SCCs at the relevant signature block in Annex I to the Appendix to the SCCs.

2. MODULES

‍The following modules of the SCCs apply in the manner set out below (having regard to the role(s) of Customer set out in Attachment 1 to Annex 2 (European Annex) to the 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. POPULATION OF THE BODY OF THE SCCs‍

3.1 For each Module of the SCCs, the following applies as and where applicable to that Module and the Clauses thereof:

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. POPULATION OF ANNEXES TO THE APPENDIX TO THE SCCs

‍4.1 Annex I to the Appendix to the SCCs is populated with the corresponding information detailed in Annex 1 (Data Processing Details) to the DPA, with:

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

4.2 Part C of Annex I to the Appendix to the SCCs is populated as below:
The competent supervisory authority shall be determined as follows:

Where Customer is established in an EU Member State: the competent supervisory authority shall be the supervisory authority of that EU Member State in which Customer is established.
Where Customer is not established in an EU Member State, Article 3(2) of the GDPR applies and Customer has appointed an EU representative under Article 27 of the GDPR: the competent supervisory authority shall be the supervisory authority of the EU Member State in which Customer’s EU representative relevant to the processing hereunder is based (from time-to-time).
Where Customer is not established in an EU Member State, Article 3(2) of the GDPR applies, but Customer has not appointed an EU representative under Article 27 of the GDPR: the competent supervisory authority shall be the supervisory authority of the EU Member State notified in writing to Sojern’s contact point for data protection identified in Attachment 1 to Annex 2 (European Annex) to the DPA, which must be an EU Member State in which the data subjects whose personal data is transferred under these Clauses in relation to the offering of goods or services to them, or whose behaviour is monitored, are located.

4.3 Annex II to the Appendix to the SCCs is populated as below:

General:

Please refer to Section 5 of the DPA and Annex 4 (Security Measures) to the DPA.
In the event that Customer receives a Data Subject Request under the EU GDPR and requires assistance from Sojern, Customer should email Sojern contact point for data protection identified in Annex 1 (Data Processing Details) to the DPA.

Sub-Processors: When Sojern engages a Sub-Processor under these Clauses, Sojen shall enter into a binding contractual arrangement with such Sub-Processor that imposes upon them data protection obligations which, in substance, meet or exceed the relevant standards required under these Clauses and the DPA – including in respect of:

applicable information security measures;
notification of Personal Data Breaches to Sojern;
return or deletion of Customer Personal Data as and where required; and engagement of further Sub-Processors.

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.

1.2In 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. Definitions. In this Annex, the terms “business purpose”, “commercial purpose”, “personal information”, “sell”, “service provider” and “share” shall have the respective meanings given thereto in the CCPA. CCPA and other capitalized terms not defined in this Schedule are defined in the DPA.

2. Sojern’s Obligations.‍

2.1 The business purposes and services for which Sojern is Processing personal information are for Sojern to provide the services to and on behalf of Customer as set forth in the Agreement.

2.2 It is the Parties’ intent that with respect to any personal information, Sojern is a service provider. Sojern (a) acknowledges that personal information is disclosed by Customer only for the limited and specific purposes described in the Agreement; (b) shall comply with applicable obligations under the CCPA and shall provide the same level of privacy protection to personal information as is required by the CCPA; (c) agrees that Customer has the right to take reasonable and appropriate steps under Section 10 (Audit Rights) of this DPA to help ensure that Sojern’s use of personal information is consistent with Customer’s obligations under the CCPA; (d) shall notify Customer in writing of any determination made by Sojern that it can no longer meet its obligations under the CCPA; and (e) agrees that Customer has the right, upon notice, including pursuant to the preceding clause, to take reasonable and appropriate steps to stop and remediate unauthorized use of personal information.

2.3 Sojern shall not (a) sell or share any personal information; (b) retain, use or disclose any personal information for any purpose other than for the business purposes specified in the Agreement, including retaining, using or disclosing the personal information for a commercial purpose other than the business purpose specified in the Agreement, or as otherwise permitted by CCPA; (c) retain, use or disclose the personal information outside of the direct business relationship between Sojern and Customer; or (d) combine personal information received pursuant to the Agreement with personal information (i) received from or on behalf of another person, or (ii) collected from Sojern’s own interaction with any consumer to whom such personal information pertains.

2.4 Sojern shall implement reasonable security procedures and practices appropriate to the nature of the personal information received from, or on behalf of, Customer, in accordance with Section 5 (Security) and Annex 4 (Security Measures) of the DPA.

2.5 When Sojern engages any Sub-Processor, Sojern shall notify Customer of such Sub-Processor engagements in accordance with Section 6 (Sub-Processing) of the DPA.

Annex 4
Security Measures

As from the Addendum Effective Date, Sojern will implement and maintain the Security Measures as set out in this Annex 4.

General. Sojern will establish, implement, and maintain appropriate administrative, technical and organizational measures that are designed to protect against unauthorized or unlawful processing of Personal Data and against accidental loss or destruction of, or damage to, Personal Data. These measures will be adequate to comply with applicable data protection laws and Sojern will comply at all times with its information security policies and information security program.
Information Security Policies and Standards. Sojern will maintain information security policies, standards, and procedures. These policies, standards, and procedures shall be kept up to date, and revised whenever relevant changes are made to the information systems that use or store Personal Data.
Vulnerability Management. Sojern will maintain a vulnerability management program for all systems that process Personal Data that includes without limitation internal and external vulnerability scanning with risk rating findings and formal remediation plans to address any identified vulnerabilities.
Risk Assessment. Sojern will conduct periodic risk assessments to identify and assess reasonably foreseeable risks to the security, confidentiality, and integrity of records containing Personal Data and evaluate and improve, where necessary, the effectiveness of its safeguards for limiting those risks.
Data Classification. Sojern will maintain policies and procedures to classify sensitive information assets, clarify security responsibilities, and promote awareness for all employees.
Encryption. Sojern will implement industry standard encryption mechanisms and strong cipher suites (AES 256- bit is recommended) for storage and transmission. Sojern will accept connections over encrypted channels (TLS is recommended).
Network Security. Sojern will secure its network by employing a defense-in-depth approach that utilizes commercially available equipment and industry standard techniques, including without limitation firewalls, intrusion detection systems, access control lists, and routing protocols.
Virus and Malware Controls. Sojern will protect Personal Data from malicious code and will install and maintain anti-virus and malware protection software on any system that handles Personal Data.
Access Control. Sojern will practice the principle of least privilege where access to Personal Data is only granted to those within the organization who have a business need for such access and permissions will be limited to the minimum amount required to perform the specific job function.
Processing Location. Personal Data will be Processed by Sojern in the United States, subject to applicable data protection laws that may require otherwise.
Incident Response. Sojern will maintain a data security incident response program and will document all suspected data security incidents. Sojern will investigate any data security incidents and take all necessary steps to eliminate or contain the data security incident.
Personnel. Sojern will maintain an information security awareness and training program and will train critical Sojern personnel on data protection measures and general cybersecurity protections.
Vendor. Sojern will maintain a vendor management program that will assess all vendors with whom Sojern exchanges Personal Data. Such vendors will be held to data security standards no less restrictive than those set forth herein.

Sojern may update or modify these Security Measures from time to time provided that such updates and modifications do not decrease the overall security of Customer Personal Data.

Annex 5
Sub-Processor List

To support delivery of our Services, Sojern engages certain Sub-Processors to Process Customer Personal Data in accordance with the terms and conditions of the Guest Experience Solutions Data Processing Agreement (the “DPA”). This list contains information about such Sub-Processors engaged by Sojern from time to time to Process Customer Personal Data.

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

‍

TRAVELER AUDIENCES TO GO SERVICE SCHEDULE

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

1. Definitions

“Platform Account” means the Customer account in the applicable Platform.

“Deal ID” means a unique, alphanumeric identifier assigned to a Customer by Sojern indicates Customer’s use of Sojern Audience in their campaigns on the Platform.

“Platform” means any demand-side platform or online application that is used for digital advertising services by the Customer, as identified by the Customer in documentation provided to Sojern.

“Sojern Audiences” means Sojern’s proprietary and licensed custom audience data.

“Traveler Audiences to Go Service(s)” means the service of providing Sojern’s Audiences to the Customer Platform Account based on the targeting criteria agreed upon by Customer and Sojern.

2. Provision of Services

In connection with Sojern’s provision of the Traveler Audiences to Go 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 to Go 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.

Sojern Terms and Conditions - December 23, 2024

Last Updated December 23, 2024

1. Definitions

2. Usage and Access Rights

3. Payments and Invoicing

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. Ad Content

3. Delivery of Media Services

4. SEM Services

5. Facebook Services

6. Metasearch Services

7. Bookings Reports and Invoicing for Commission Campaigns

GUEST EXPERIENCE SOLUTIONS SERVICE SCHEDULE

Exhibit "A"Service Level Agreement

Exhibit "B"Guest Experience Solutions Data Processing Addendum

Annex 1 Data Processing DetailsSojern / ‘DATA IMPORTER’ DETAILS

Name:

Address:

Contact Details for Data Protection:

Sojern Activities:

Role:

CUSTOMER / 'DATA EXPORTER' DETAILS

Name:

Address:

Contact Details for Data Protection:

Customer Activities:

Role:

Categories of Data Subjects:

Categories of Personal Data:

Sensitive Categories of Data, and associated additional restrictions/safeguards:

Additional safeguards for sensitive data:

Frequency of transfer:

Nature of the Processing:

Purpose of the Processing:

Duration of Processing / Retention Period:

Transfers to (sub)processors:

Annex 2 European Annex

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

PART 1: POPULATION OF THE SCCs

General:

PART 2: UK RESTRICTED TRANSFERS

Annex 3California Annex

Annex 4Security Measures

Annex 5Sub-Processor List

TRAVELER AUDIENCES TO GO SERVICE SCHEDULE

1. Definitions

2. Provision of Services

Exhibit "A"
Service Level Agreement

Exhibit "B"
Guest Experience Solutions Data Processing Addendum

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