Service Description

1. Service description

Ventana is Sage 42 Apps Sdn Bhd’s Digital Communication Platform, which enables engagement in text based conversations with End-Users over multiple digital communications channels.
Ventana is available as a web interface with the following functionalities for conversations, including but not limited to:
  • conversation management, queuing and routing
  • agent assignment
  • conversation history overview
  • management reports
  • conversation filtering and audit
  • agents and management user access and permissions
  • CRM
  • Knowledgebase library
  • AI chatbot

2. Chargeable Packages

CLIENT shall be granted a package which may include Agent Access, number of free WhatsApp conversations, Ventana messaging fees, storage capacity, scripted bots, AI Chatbot.
CLIENT shall be prohibited from using Agent Access for more than 1 (one) concurrent session.
Agent Access cannot be transferred from one user to another and shared simultaneously by more users. A user is anyone that has access to Ventana product, for example: admin, supervisor, agent, or any other role.
Additional Agent Access Pricing is billed at the first of each month. The number of seats is calculated as the number of users associated with your account that have access to any part of the Ventana product. If a new user is provisioned within the month, an additional seat will be billed at the time of provisioning.
Users added during the month will be charged for the full cost of the user and not be prorated.
CLIENT shall be billed for the maximum concurrent users each month. For example, deprovisioning and then re-adding a user would not incur an extra charge.
CLIENT shall, in addition to package, be charged separately per Chargeable Event of the channel(s) that CLIENT chooses to use from the list of those mentioned below.
For usage above the subscribed package, please refer to the agreed package model you subscribed to.

3. Other FAAS (Function-As-A-Service)

  • Taboo Filter – Scans, stops and reports any Agents from sending texts or words which the CLIENT deems inappropriate of “Taboo”. A basic list is provided, which CLIENT will maintain by adding or deleting words which CLIENT deems applicable.
  • Picture moderation
  • Translation
  • Barcode scanner
  • OCR

4. Channels and Communication Services

  • WhatsApp Business API, Facebook Messenger, Telegram, Instagram messaging (MESSAGING PROVIDER)
    Ventana features a solution that shall enable CLIENT to deliver messages to and from PROVIDER as well as processing messages received from the MESSAGING PROVIDER.
    Ventana service include:
    • Connectivity between Ventana and MESSAGING PROVIDER
    • Processing of such messages traffic by Ventana
    • Technical support
    • Routing of traffic between End User through MESSAGING PROVIDER and CLIENT via Ventana
    Without prejudice to the obligations of the CLIENT, CLIENT further undertakes to:
    • Provide all configuration information through the proper completion of all requirements by MESSAGING PROVIDER
    • Ensure under no circumstances to send Unsolicited Service Messages or SPAM the MESSAGING PROVIDER Platform through Ventana
    • Announce anticipated larger traffic volume a few days in advance
    • Fulfil all payment obligations to MESSAGING PROVIDER or Ventana
  • WhatsApp Specific Terms:
    • Conversations - means any and all messages sent through the WhatsApp Business Platform and which will be charged on a per conversation basis. WhatsApp defines a conversation as a fixed 24-hour session of unlimited messaging between the End User and the CLIENT.
    • Templated message - means a message sent by the CLIENT that is used to initiate conversations with End Users. Each Templated message must be approved by WhatsApp before it can be used. Also, Templated message can be sent to End User only if End User consented to receiving messages from the CLIENT (opt-in).
      There are three business-initiated conversation categories (Templated messages, all of which require End User opt-in):
      • Utility conversations - Facilitate a specific, agreed-upon request or transaction or update to an End User about an ongoing transaction, including post-purchase notifications and recurring billing statements
      • Authentication conversations - Enable businesses to authenticate End users with one-time passcodes, potentially at multiple steps in the login process (e.g., account verification, account recovery, integrity challenges)
      • Marketing conversations - Include promotions or offers, informational updates, or invitations for End Users to respond/take action. Any conversation that does not qualify as utility or authentication is a marketing conversation.
    • Free Form Message (FFM) - means any message sent by the CLIENT to WhatsApp User using WhatsApp App over Ventana, during the Customer Support Window.
    • Service conversations - all user-initiated conversations will be categorized as service conversations, which help customers resolve inquiries.
      Conversation charges will be based on the conversation category. When a Templated message is delivered, there will be a charge for that conversation category unless the message is delivered during an already open conversation in that category. For instance, if a utility conversation is open and a marketing template is delivered within that open conversation, then a new, separate marketing conversation is opened, and a marketing conversation charge is initiated.
      Service conversations will still only be initiated when no other conversation window is open and a business responds to a user with a Free-Form Message within the 24-hour Customer Service Window.
    • Customer Support Window (CSW) - means period of 24 hours starting from the last WhatsApp MO message received by the CLIENT through Ventana, sent by WhatsApp User using WhatsApp App.
    • Monthly Cloud sender fee - means monthly fee for sender hosted by Meta in Cloud API.
    • Monthly Hosted sender fee - means monthly fee for sender provided via WhatsApp On-Premise API, whose installation is hosted, managed and upgraded by Ventana.
    • Network Operator - means WhatsApp as defined below:
      • “WhatsApp” shall mean WhatsApp Inc., a limited liability company incorporated in the United States of America and whose principal place of business is at 1601 Willow Road, Menlo Park, CA 94025, United States.
      • “WhatsApp App” shall mean a mobile first, platform developed by WhatsApp that consists of a VoIP system, messaging service, groups and other means of interaction which can be installed on mobile devices.
      • “WhatsApp Business Platform” shall mean the server, hardware, software and other equipment that WhatsApp uses in connection with performance or the Services.
      • “WhatsApp MO Message” means each message sent by the WhatsApp user using WhatsApp App through Ventana to the CLIENT.
      • “WhatsApp Traffic” shall mean the CLIENT Services provided to CLIENT’s WhatsApp Users via the WhatsApp Business Platform and WhatsApp App.
      • “WhatsApp User” shall mean an End-User who has downloaded the WhatsApp App to his/her device and has expressed its consent to receive WhatsApp Traffic from CLIENT. Each WhatsApp user is defined by the MSISDN used to register in WhatsApp App.
      WhatsApp Terms of Use:
      WhatsApp Pricing Terms:
      The pricing terms for WhatsApp services shall be as provided in Business proposal in corresponding Schedule of the Master Services Agreement.
      Any form of reselling of the WhatsApp Service shall be allowed exclusively if prior written consent from Ventana is obtained.
  • Social Media (Facebook and Instagram)
    Ventana allows posting to CLIENT’s social media pages. Ventana also provides the capability of auto replying to comments under a posting in CLIENT’s social media pages.
    Ventana Service Team shall, upon request by the CLIENT, implement configuration of CLIENT’s behalf into Ventana the service configuration for CLIENT’s social media account access.

Questions about this document? Emaildpo@ventana.my