Terms & Conditions

Effective Date: 1 March 2025

These Terms and Conditions ("Terms") govern your access to and use of the services provided by PROLOPE GROUP ("Prolope", "we", "us", or "our"), registered in Sofia, Bulgaria, with address Str. Zagradena Polyana 9, 1151 Sofia. By accessing or using our services, you agree to be bound by these Terms. If you do not agree, you must not use our services.

1. Definitions

"Services" means the cloud communication products and platforms provided by Prolope, including but not limited to Cloud PBX, Contact Center, Voice AI, SIP Trunking, Speech Recognition, IVR, Automatic Dialers, Call Tracking, and related software-as-a-service (SaaS) offerings.
"Software" means the computer software developed and owned by Prolope, accessed through the website or web-based control panel as part of the Services.
"SaaS Model" means the software delivery model whereby the Software is hosted on Prolope's servers and accessed by the Customer via a web browser on a subscription basis.
"License" means the non-exclusive, non-transferable right granted to the Customer to use the Software for the duration of the Subscription.
"Customer" or "You" means the individual or legal entity that registers for or uses our Services.
"Account" means the customer account created to access and manage the Services.
"Content" means any data, files, documents, recordings, voice messages, music, or other materials uploaded, stored, or transmitted through the Services.
"Subscription" means the paid plan or package selected by the Customer for accessing the Services, including any one-time and recurring fees.
"User Numbers" means telephone numbers provided by Prolope or ported to Prolope for use with the Services.
"Prolope Marks" means all names, trademarks, trade names, logos, and other identifiers associated with Prolope, the website, the Software, and the Services.

2. Services

Prolope provides cloud-based communication and AI solutions for businesses. The specific features, capabilities, and limitations of each Service are described on our website and in the applicable service documentation. Our Services include:

Cloud PBX — Web-based telephone exchange with call routing, IVR, voicemail, and call management.
Contact Center — Multi-channel customer interaction platform with queues, agent management, and real-time monitoring.
Voice AI — AI-powered voice assistants, speech recognition (STT), and text-to-speech (TTS) with multilingual support.
SIP Trunking — Carrier-grade SIP connectivity for voice termination and origination.
Global Numbers — International DID numbers across multiple countries for inbound call reception.
Automatic Dialers — Predictive, progressive, and preview dialing for outbound campaigns.
Call Tracking & Analytics — Real-time call monitoring, recording, and business intelligence dashboards.
AI & RAG Search — Intelligent document search and retrieval-augmented generation for knowledge management.

We reserve the right to modify, update, or discontinue any Service or feature at any time. We will provide at least 7 days written notice of material changes. If the Customer does not object in writing within 7 days of the notification, the changes are deemed accepted.

3. Account Registration

To use our Services, you must create an Account. You agree to:

Provide accurate, current, and complete registration information.
Maintain and promptly update your Account information.
Keep your login credentials confidential and secure.
Accept responsibility for all activities that occur under your Account, including actions taken by authorized users you grant access to.
Notify us immediately of any unauthorized use of your Account or any security breach.
Not share your access credentials with third parties.

You must be at least 18 years old and have the legal authority to enter into these Terms on behalf of yourself or the entity you represent. Prolope creates initial user credentials upon service activation; you may change your password at any time.

4. Cloud PBX Service Terms

The following additional terms apply to our Cloud PBX and telephony services:

4.1 Service Scope

Remote web access to Prolope's specialized telephone exchange software.
Server resources hosted on Prolope's infrastructure.
Web-based control panel for system configuration and management.
The contract period commences from the service implementation date, verified by an activation protocol or first use of the service.

4.2 Telephone Numbers

The Customer may provide their own telephone numbers and telecom connectivity, or use User Numbers provided by Prolope.
The Customer is responsible for providing call forwarding lists from User Numbers to their business numbers.
The Customer declares lawful ownership or usage rights over all telephone numbers used with the Services.
The Customer is responsible for all actions associated with their telephone numbers, including outbound and inbound calls, caller identification, and call forwarding.

4.3 Service Configuration

Prolope will configure the Service within the agreed timeframe, with a minimum of 10 business days after receiving all necessary information from the Customer.
Configuration timelines pause if the Customer delays in providing required information. Prolope is not liable for delays caused by the Customer or third parties.
The Customer must configure their network devices to prioritize voice traffic over other traffic types.

4.4 Permitted Use

The Cloud PBX service is provided for the legitimate purpose of handling incoming calls to User Numbers and making outbound calls in accordance with applicable telecommunications regulations.

5. Technical Specifications

The following technical parameters apply to our telephony and SIP-based services:

5.1 SIP Protocol

Services use the SIP protocol in accordance with RFC 3261 and RFC 2543.
SIP signaling operates over UDP port 5060.
RTP media packets use UDP ports above 1024.
The web interface operates over UDP/TCP port 443 (HTTPS).

5.2 Audio Codec

The supported audio codec is G.711a (alaw) with 20ms packetization.
Use of other codecs or packetization intervals is not recommended and voice quality is not guaranteed in such cases.
Incoming calls require SIP "183 Ringing with SDP" support from the Customer's equipment.
Outbound calls must include the full destination number in the initial SIP INVITE message.

5.3 Network Requirements

Guaranteed (uninterrupted) internet connectivity is required.
A static IP address is required for SIP authentication.
Minimum bandwidth: 80 Kbit/s per concurrent IP phone line (signaling + voice).
Minimum bandwidth: 145 Kbit/s per concurrent web phone line (80 Kbit/s signaling and voice + 65 Kbit/s web interface).
For leased lines: minimum capacity 100 Mbit/s, maximum bidirectional delay 20ms.
Authorization methods: IP address and A-number (calling number).

IP address-based calling without SIP authentication is not supported. Local calls between extensions are handled by the Customer's SIP infrastructure where applicable.

6. Service Level Agreement

We commit to maintaining a high standard of service availability and performance:

Uptime: We target 99.9% monthly uptime for core Services, excluding scheduled maintenance windows.
Scheduled Maintenance: For maintenance with no quality impact — minimum 24 hours advance notice. For maintenance with potential quality impact — minimum 3 days advance notice. Critical security or stability issues may require immediate maintenance.

6.1 Incident Severity & Response Times

Incidents are classified by severity, and response times are determined accordingly:

Severity	Initial Response	Temporary Solution	Final Resolution
Critical	1 hour	8 hours	7 days
High	8 hours	3 days	14 days
Medium	3 days	7 days	21 days
Low	5 days	16 days	40 days

6.2 Severity Definitions

Critical: Complete service cessation or serious permanent restrictions affecting all users. Supported 24/7 via phone.
High: Partial service loss, significant management limitations, data loss, or security vulnerabilities.
Medium: Issues potentially causing service disruption, traffic or statistics loss, or requiring major system intervention.
Low: Minor functionality impact with negligible effect on service delivery.

6.3 Support Availability

Critical issues: 24/7 phone support.
High, Medium, Low issues: Weekdays 09:00 — 18:00 EET (excluding public holidays), via email or support portal.
Off-hours time does not count toward response times, except for Critical severity.
Response time measurement begins from receipt of a complete written problem description.
Only authorized contact persons designated in the service agreement may submit support requests.

Specific SLA terms, including service credits for downtime, may be detailed in your individual service agreement.

7. Billing & Payment

Fees for the Services are based on the Subscription plan you select and may include one-time setup fees and recurring monthly or annual fees. All fees are quoted in the currency specified in your agreement or invoice.

7.1 Payment Terms

One-time installation or setup fees are due within 5 business days of the invoice date.
Monthly subscription fees are due by the 10th of the current month, unless otherwise agreed.
Payment must be made to the Prolope bank account specified on the invoice.
All bank fees and transfer costs are borne by the Customer.
All fees are exclusive of applicable taxes (VAT, sales tax), which will be added where required by law.

7.2 Late Payment

Late payments incur a penalty of 0.2% per day on the overdue amount, up to a maximum of the total amount owed.
If payment is overdue by more than 20 days, Prolope may suspend Services without prior notice.
If payment is overdue by more than 30 days, Prolope may terminate the agreement without prior notice.

7.3 Pricing Adjustments

Service prices may be adjusted annually in accordance with the Consumer Price Index (CPI) published by the National Statistical Institute of Bulgaria (December of the preceding year = 100). The Customer will be notified of any price adjustments at least 30 days in advance.

Subscription fees are non-refundable except as expressly stated in these Terms or required by applicable law. Billing commences from the service activation date, verified by a signed activation protocol or from the date the Customer first uses the Service.

8. Acceptable Use

You agree to use the Services only via the provided control panel and web interface with legitimate credentials, in compliance with all applicable laws and regulations. You must not:

Use the Services for unlawful, fraudulent, or harmful purposes.
Transmit spam, unsolicited communications, or make robocalls without proper consent under applicable telecommunications law.
Make malicious, threatening, or harassing phone calls through the Services.
Attempt to gain unauthorized access to our systems, networks, or other customers' data.
Interfere with or disrupt the integrity or performance of the Services, or run software or scripts that negatively impact other customers.
Reverse engineer, decompile, or disassemble any part of the Software or Services.
Publish, store, or transmit content that violates applicable law, including pornographic, discriminatory, or hateful materials.
Transmit software containing viruses, malware, or other malicious code.
Use the Services in a manner that violates the rights of any third party.
Resell, redistribute, or transfer the Services or your access rights to any third party without our prior written consent.

We reserve the right to suspend or terminate your Account immediately if we reasonably determine that you have violated this Acceptable Use policy. Upon receipt of third-party complaints, Prolope may temporarily restrict service access while investigating the matter. Termination for violation of this policy does not entitle the Customer to any refund.

9. Intellectual Property

9.1 Prolope's Rights

All intellectual property rights in the Software, Services, website, documentation, designs, logos, trademarks, source code, database structures, and all associated elements belong exclusively to Prolope or its licensors. All Software intellectual property is protected under applicable copyright and intellectual property laws. Unauthorized use constitutes a violation of Bulgarian and international law.

9.2 License Grant

Prolope grants the Customer a non-exclusive, non-transferable right to use the Software in the SaaS model for the duration of the Subscription. The Software is provided for use, not for sale. This License does not constitute a transfer of ownership.

9.3 Customer Restrictions

The Customer may not:

Use the Software outside the specifications defined in the service agreement.
Copy, install, or deploy the Software on the Customer's own servers or networks.
Sell, resell, sublicense, rent, lease, or distribute the Software, unless separately negotiated in writing.
Copy, upload, or transfer the Software to other servers or platforms.
Reproduce, distribute, or transmit the Software's functionality or processes.
Disclose the Software or any part thereof to third parties.
Reproduce, reverse engineer, decompile, or disassemble the Software source code.
Offer the Software as part of the Customer's own commercial products or services.
Request on-premises deployment of the Software (unless separately agreed).
Share access credentials with unauthorized third parties.
Modify the Software or create derivative works without Prolope's prior written approval.
Remove, alter, or obscure any Prolope copyright, trademark, or proprietary notices.

9.4 Customer's Content

You retain ownership of your Content. By using the Services, you grant us a limited, non-exclusive license to process, store, and transmit your Content solely as necessary to provide the Services to you. The Customer owns all data they enter into the Software.

9.5 Indemnification

The Customer shall indemnify and hold Prolope harmless from any claims, losses, fines, damages, or costs arising from allegations of intellectual property violations resulting from the Customer's or third parties' modifications to the Software, or from the Customer's unauthorized use of the Software.

10. Voice Content & Music Rights

10.1 Integration of Audio Materials

Upon Customer request and subject to applicable fees, Prolope may integrate Customer-provided music, voice messages, or audio prompts into the Software for use with IVR, hold music, greetings, and other telephony features. Prolope may specify required audio formats; non-compliance may affect the ability to integrate the materials.

10.2 Customer Declarations

The Customer declares that all provided audio materials do not violate any third-party copyrights, intellectual property rights, or applicable law.
The Customer grants Prolope a non-exclusive right to use the provided materials solely for the purpose of service delivery for the duration of the agreement.
The Customer is fully responsible for the content and legality of all audio materials, including compliance with any required legal information or disclosures.

10.3 Third-Party Claims

If third parties claim rights over the Customer's audio materials, or if regulatory authorities notify Prolope of any related dispute, Prolope may immediately cease reproduction of the materials without liability or compensation. The Customer shall indemnify Prolope for any claims, sanctions, damages, or costs arising from the audio materials provided by the Customer.

10.4 Voice Message Recording

Upon Customer request and subject to applicable fees, Prolope may record professional voice messages for integration into the Software. The content and text of such recordings are approved by the Customer, who assumes full responsibility for their legality and accuracy. The Customer receives a non-exclusive right to use such recordings solely through Prolope's Software for the duration of the agreement.

11. Confidentiality

11.1 Obligations

Both parties agree to treat all information exchanged in connection with the agreement as trade secrets and to maintain strict confidentiality. Neither party shall disclose confidential information to any third party without the prior written consent of the other party.

11.2 Confidential Information

Confidential information includes, but is not limited to:

Business and organizational information, financial and accounting data.
Software components, technical architecture, and service specifications.
Equipment descriptions, configuration details, and infrastructure information.
Personnel data, customer data, and personal data processed under the agreement.
Know-how, technological solutions, trade secrets, and proprietary processes.
Contract terms, pricing, and marketing materials (unless expressly designated as non-confidential).

11.3 Exceptions

Confidentiality obligations do not apply to information that:

Is required to be disclosed by law, regulation, or court order.
Is necessary for the defense of lawful interests in legal proceedings.
Was already in the receiving party's possession prior to disclosure.
Is or becomes publicly available through no fault of the receiving party.
Was independently developed by the receiving party without reference to the confidential information.

11.4 Scope

The Customer shall limit access to confidential information to employees and authorized persons who need it to perform their duties. The Customer is liable for any breach of confidentiality by its employees or authorized users. Breach of confidentiality obligations triggers liability for damages. Disclosure of essential contract elements or marketing materials requires mutual written approval.

12. Limitation of Liability

To the maximum extent permitted by applicable law:

Prolope is liable only for intentional or grossly negligent behavior.
Prolope shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, unrealized savings, lost interest, data loss, or business opportunities.
Our total aggregate liability for any claims arising from or related to these Terms or the Services shall not exceed the total fees paid by you in the 12 months preceding the claim.
Prolope shall not be liable for third-party actions, claims, or damages that are outside Prolope's reasonable control.

12.1 Specific Exclusions

Prolope shall not be liable for:

Data destruction or loss from causes beyond Prolope's control, including force majeure, network failures, or government orders.
Service access inability caused by the Customer's hardware, software, or internet connectivity issues.
Third-party claims against the Customer arising from the Customer's use of the Services.
Damages resulting from the Customer's late payment, non-performance, or failure to comply with these Terms.
Content, data, materials, or communications stored or transmitted by the Customer through the Services.
Service suspension or modification resulting from the Customer's breach of these Terms.
Inability to provide Services during periods of non-payment, specification non-compliance, or Prolope testing and maintenance.

12.2 Software Disclaimer

The Software is provided "as is." Prolope does not guarantee that the Software will be error-free, will meet all Customer requirements, or will be compatible with all Customer programs and systems. Prolope implements security measures according to the state of the art but does not guarantee absolute security. By signing the service agreement, the Customer acknowledges having verified that the Software's functionality meets their requirements.

Nothing in these Terms excludes or limits liability that cannot be excluded or limited under applicable law, including liability for fraud or gross negligence.

13. Termination

13.1 Grounds for Termination

The agreement may be terminated:

Upon expiration of the agreed contract term.
By mutual written agreement of both parties.
By either party with one month's written notice.
By Prolope immediately, without notice, if the Customer breaches these Terms, the Acceptable Use policy, or applicable law.
By Prolope if the Customer fails to pay fees when due (after the grace periods specified in Section 7).
Upon the Customer's liquidation or commencement of insolvency proceedings.
Upon seizure or sealing of the Customer's equipment by government authorities.

13.2 Early Termination Penalties

Premature termination by the Customer without providing one month's written notice incurs a penalty equal to one month's subscription fee.
Termination by Prolope due to the Customer's non-performance or breach incurs a penalty equal to one month's subscription fee, payable by the Customer.
If Prolope has received full contract-term fees but termination occurs before the term ends for reasons not attributable to Prolope, no refund is due.

13.3 Effect of Termination

Upon termination, all Customer rights to access and use the Services cease immediately.
The Customer remains liable for all fees accrued through the termination date.
We will retain your data for 30 days after termination, during which you may request an export. After this period, your data will be permanently deleted.
Post-termination, the Software becomes non-functional for the Customer; the Customer may not claim damages for loss of access.
Unauthorized use of the Services after termination incurs a penalty equal to one year's subscription fee, regardless of any other liability limitations.

Termination is final. No renewal is possible except by explicit written agreement. Prolope shall not compensate the Customer for cessation, suspension, or modification of the Services upon termination.

14. Data Protection

We process personal data in accordance with our Privacy Policy and applicable data protection laws, including the General Data Protection Regulation (EU) 2016/679 ("GDPR").

14.1 Roles

Where the Customer enters personal data into the Software, the Customer acts as the Data Controller and Prolope acts as the Data Processor. Prolope processes personal data only for the purpose of hosting, operating, and supporting the Software as contracted.

14.2 Customer Obligations as Data Controller

The Customer must ensure a documented lawful basis for all personal data processing by its staff, representatives, and any third parties granted access, in accordance with GDPR Article 6(1).
The Customer declares that all personal data provided has been obtained lawfully and in compliance with GDPR and applicable national law.
The Customer controls all aspects of data processing, including collection methods and purposes. Prolope controls only the storage and access necessary for service delivery.

14.3 Prolope Obligations as Data Processor

Prolope shall:

Process personal data only in accordance with the Customer's documented instructions, including for transfers to third countries where applicable.
Implement appropriate technical and organizational security measures proportionate to the risk, in accordance with applicable law.
Cooperate with the Customer in responding to data subject requests (access, objection, restriction, erasure, rectification, portability).
Provide information necessary to demonstrate compliance with data protection obligations, and permit audits and inspections by the Customer or an authorized auditor.
Process personal data only as necessary for the provision of the contracted Services, in accordance with the Customer's instructions.
Upon Customer request following contract termination, return or delete all personal data, except where retention is required by law.
Assist the Customer in fulfilling its obligations regarding data subject rights.

14.4 Sub-Processors

Prolope is authorized to engage sub-processors as necessary for service delivery.
Personal data of EU-located data subjects is processed only by sub-processors based within the EU/EEA.
Transfers to sub-processors located outside the EU/EEA occur only in compliance with GDPR Chapter V (adequate safeguards, Standard Contractual Clauses, or adequacy decisions).
Prolope permits and cooperates with Customer audits and verification of sub-processor compliance.

14.5 Liability

Prolope may refuse Customer instructions that violate GDPR, EU, or member-state data protection law, and will notify the Customer promptly. Prolope is not liable for processing carried out in accordance with the Customer's instructions. The Customer bears responsibility for all third-party claims arising from its data processing decisions.

Where we process personal data on your behalf, we will enter into a Data Processing Agreement (DPA) upon request.

15. Governing Law

These Terms are governed by and construed in accordance with the laws of the Republic of Bulgaria, without regard to conflict of law principles.

Any disputes arising from or in connection with these Terms shall be submitted to the exclusive jurisdiction of the courts of Sofia, Bulgaria. Before initiating legal proceedings, both parties agree to attempt resolution through good-faith negotiation for a period of at least 30 days.

16. General Provisions

Entire Agreement: These Terms, together with any applicable service agreements and the Privacy Policy, constitute the entire agreement between you and Prolope.
Amendments: We may update these Terms from time to time. Material changes will be notified in writing at least 7 days in advance. If the Customer does not object in writing within 7 days of the notification, the changes are deemed accepted. Continued use after changes constitutes acceptance.
Severability: If any provision of these Terms is found to be unenforceable, the remaining provisions shall continue in full force and effect.
Assignment: You may not assign these Terms or transfer your rights without our prior written consent. We may assign these Terms in connection with a merger, acquisition, or sale of assets.
Force Majeure: Neither party shall be liable for delays or failures caused by events beyond reasonable control, including natural disasters, war, government actions, network outages, or third-party service failures.
Notices: All notices under these Terms shall be in writing and delivered via email to the addresses specified in the service agreement.
Work Outside Scope: Any work or services outside the scope of the contracted Services requires separate negotiation and payment.

17. Contact

If you have questions about these Terms, please contact us:

PROLOPE GROUP
Str. Zagradena Polyana 9
1151 Sofia, Bulgaria
Email: info@prolope.net
Phone: +359 898 889 887