1. INTERPRETATION AND DEFINITIONS

 

1.1 The words and expressions used in the RCS Specific Terms, which are defined in the General Terms (as defined below) but not explicitly defined in the RCS Specific Terms, shall have the same meanings as defined in the General Terms, unless the context otherwise requires.

 

1.2 The headings or titles of the clauses in the RCS Specific Terms are to facilitate reference and shall not be referred to or relied upon in the construction of any provision of the RCS Specific Terms.  

 

1.3 Customer agrees to comply with and be bound by these RCS Specific Terms. Singtel reserves the right to amend, vary or supplement the RCS Specific Terms without providing any prior notice. 

 

1.4 "Confidential Information" is information disclosed by one party to the other party that is marked as confidential or would normally under the circumstances be considered confidential information of the disclosing party, including personal data.

 

1.5 “Developer Services” means the RBM services provided by the Customer to its customers, the provision of which is facilitated by Singtel’s provision of the Services to the Customer subject to these RCS Specific Terms.

 

1.6 “Participating Aggregators” are SMS Aggregators licensed by the Infocommunications Media Development Authority (IMDA) to undertake the delivery of SMSes with Sender IDs registered with Singapore Network Information Centre Pte Ltd (SGNIC).

 

1.7 “RBM” means Google’s RCS business messaging platform and application programming interface together with any associated software that enables the provision of RCS business messaging, which allows businesses to reach their customers with rich conversations via the users’ default carrier messaging apps, access to which Singtel is providing to the Customer. 

 

1.8 “RCS” means rich communication services. 

 

2. TERMS AND CONDITIONS

 

2.1 General. The RCS is provided via Google’s RCS business messaging platform, through which businesses may engage with its customers using rich, interactive messaging delivered through end users’ default carrier messaging applications. 

 

2.2 Customer Responsibilities. The Customer shall:

 

(a) comply with all applicable laws, regulatory requirements and governmental directives in all applicable jurisdictions, including Infocomm Media Development Authority (IMDA) directives and SMS Sender ID Registry (SSIR) registration requirements; 

 

(b) ensure proper customer onboarding and verification (including Unique Entity Number (UEN) validation with Accounting and Corporate Regulatory Authority (ACRA), sender ID registration with Singapore Network Information Centre (SGNIC), valid letters of authorisation, brand verification, and opt-in/opt-out mechanisms); 

 

(c) not send or facilitate any spam, offensive, or unlawful messages; and 

 

(d) maintain accurate records related to RCS message content for at least one (1) year after termination of the RCS.

 

2.3 Technical Requirements. Customer shall ensure its systems are compatible with Singtel’s systems and applicable Google RBM platform requirements, and shall implement any updates, changes, or modifications required by Singtel or Google within the timeframe specified.

 

2.4 Restrictions. Customer is permitted to use the RCS solely to provide Developer Services to its customers, provided that RBM is terminated on an end user’s device, and shall not resell, distribute, or otherwise make the RCS available, directly or indirectly, to any third party, including Participating Aggregators or entities engaged in aggregation services (“Aggregator Reselling”). Any breach of this Clause 2.4, including Aggregator Reselling, constitutes a material breach and entitles Singtel to pursue all remedies available at law or in equity, including immediate termination of the RCS.

 

2.5 Fees and Payment. Charges will be invoiced monthly and are payable within thirty (30) days of the invoice date. Any amounts not paid when due may accrue interest at a rate of two percent (2%) per month, or the maximum rate permitted by law, whichever is lower. Any applicable early termination charges (ETC) will be calculated on a prorated basis in accordance with the General Terms.

 

2.6 Use of Name and Trademarks. The Customer shall not make any misleading or false statements, or use Singtel’s name, trademarks, logos, or branding in any unauthorised manner or without Singtel’s prior written consent. 

 

3. RCS PLATFORM SUPPORT

 

3.1 Support Services: Support for RCS services is provided on a 24x7 basis in the English language only, via the designated support channel (email to CpaaS-support@singtel.com).

 

3.2 Incident Reporting: The Customer shall report all incidents, service issues, and requests exclusively through the Singtel’s CpaaS support ticketing system. Each issue or request shall be submitted as a separate ticket.

 

3.3 Issue Classification: The Customer is responsible for accurately classifying issues as service incident, feature request, or administrative/process-related, to enable appropriate handling and prioritisation.

 

3.4 Customer Obligations – Troubleshooting: Prior to raising a support ticket, the Customer shall perform reasonable initial diagnostics, including network and connectivity checks.

 

3.5 Data Disclosure Limitation: The Customer shall only disclose information strictly necessary for troubleshooting and shall not disclose message content or unnecessary personally identifiable information (PII).

 

3.6 Access Restrictions: Support personnel shall have no direct access to the Customer’s systems or Google RCS production environments. Any logs or technical data required must be provided by the Customer or platform owner upon request.

 

3.7 Service Logs: Any service logs shared for troubleshooting purposes may contain subscriber MSISDNs only and shall not include message content or other subscriber data.

 

3.8 Data Residency and Privacy: Troubleshooting and investigations shall be conducted within the geographic region in which the service is hosted, in compliance with applicable data protection and privacy obligations.

 

3.9 Escalation: Escalation of support issues may only occur after a support ticket has been raised and must include sufficient justification. Escalations are subject to internal review and prioritisation.

 

3.10 Limitation of Support: Support services do not include proactive monitoring of Customer applications, direct system access, or recovery of Customer-generated data.

 

4. WARRANTY

 

4.1 Without limitation, to the maximum extent permitted by applicable law, the RCS is provided “as is” and without warranties of any kind, express or implied (including but not limited to any and all implied warranties of merchantability, quality or fitness for a particular purpose). 

 

4.2 Singtel does not represent or warrant that the RCS is accurate, complete, reliable, uninterrupted, up-to-date or error-free. 

 

4.3 Performance, experience, and speed are not guaranteed and may be affected by other factors such as network congestion, coverage, end-user’s device, and third-party limitations.

 

5. LIMITATION OF LIABILITY

 

5.1 To the maximum extent permitted by law, Singtel shall not be liable to any Customer, end-user or any other party in contract, tort (including negligence or breach of statutory duty) or otherwise howsoever and whatever the cause thereof, for any losses or damages (i.e. whether direct, indirect, consequential, collateral, special or incidental) suffered or incurred by any Customer, end-user or any other party in connection with the provision and/or use of the RCS whether during or after the term of the provision of the RCS. Indirect or consequential loss or damage includes, without limitation, loss of revenue, profits, anticipated savings or business, loss of data or goodwill, loss of use or value of any equipment including software, and all associated and incidental costs and expenses.

 

6. CONFIDENTIALITY AND DATA PRIVACY

 

6.1 Confidentiality - The Customer will not disclose the Confidential Information, except to affiliates, employees, agents, or professional advisors who need to know it and who have agreed in writing (or in the case of professional advisors are otherwise bound) to keep it confidential. The Customer will ensure that those people and entities use the Confidential Information only to exercise its rights and fulfill its obligations, while using reasonable care to keep it confidential. The Customer must protect the confidentiality, availability and integrity of the Confidential Information of Singtel, including but not limited to by: (i) implementing appropriate security policies, procedures and practices to secure such Confidential Information against unauthorized access, use or disclosure, and (ii) complying with all applicable privacy, spam and cybercrime legislation. Singtel shall not be liable for the disclosure or use of Confidential Information if the same: (a) is in or enters the public domain, other than by breach of these RCS Specific Terms; (b) is known to Singtel on a non-confidential basis; (c) is or has been lawfully disclosed to Singtel by a third party without an obligation of confidentiality; or (d) is required to be disclosed pursuant to any applicable laws, rules or regulations or direction of regulatory authority or stock exchange or order of a relevant court of law provided that Singtel shall, to the extent permitted by law, notify the Customer of such disclosure. Singtel may disclose Confidential Information to its affiliates and subcontractors for the purposes of providing, supporting or managing the RCS. 

 

6.2 Data Privacy - Customer agrees to Singtel’s collection, holding, storage, use, processing, transfer, and disclosure to any relevant third party, of its end-user’s personal data and/or other information provided to Singtel, for (i) the purposes of the provision of the RCS; and (ii) for one or more of the purposes set out in Singtel’s Data Protection Policy (available at https://www.singtel.com/data-protection) and acknowledges that the terms of the Data Protection Policy are incorporated by reference into this Clause 6. For the avoidance of doubt, Customer must ensure that it complies with the applicable Personal Data Protection Act by ensuring that it obtains the consent of its end-users for Singtel to collect, use and disclose the end-user’s personal data for the provision of the RCS.

 

7. MODIFICATION, SUSPENSION AND TERMINATION

 

7.1 Singtel reserves the right to modify, suspend, or terminate the RCS at any time, at Singtel’s sole discretion, without notice and without liability: 

 

7.1.1 to enhance, replace, modify, or add to the RCS, including revisions to any and all specifications for the RCS; 

 

7.1.2 in the event of non-payment by the Customer or breach of the RCS Specific Terms by the Customer, and Customer acknowledges Singtel is not obliged to provide any cure period; or

 

7.1.3 other security risks including actual or suspected unauthorised access, misuse, cyber-attacks, data breaches, or any regulatory requirements. 

 

In the event of discontinuation of a RCS, Singtel may use reasonable commercial effort to notify the Customer, where reasonably practical. In the event of a suspension, Singtel may restore the affected RCS as soon as reasonably practicable.

 

7.2. Where termination is due to Customer breach or early termination by Customer, early termination charges (ETC) will be calculated on a prorated basis in accordance with the General Terms. 

 

8. APPLICABLE TERMS AND CONDITIONS

 

8.1 In addition to the RCS Specific Terms, the RCS is also governed by the following terms:

 

8.1.1 Google’s Terms and Conditions as set out in Appendix A (“Google Terms”); and

 

8.1.2 General Terms and Conditions for Enterprise (https://www.singtel.com/terms-general-enterprise) (“General Terms”). 

 

8.2 In the event of any inconsistency between the different parts of the terms and conditions above, unless agreed otherwise by Singtel, the following order of precedence shall apply to resolve the inconsistency in relation to the RCS:

 

8.2.1 RCS Specific Terms; 

 

8.2.2 Google Terms; and

 

8.2.3 General Terms.

 

9. GOVERNING LAW

 

9.1 These RCS Specific Terms shall be governed by and construed in accordance with the laws of Singapore and each Customer agrees to submit to the exclusive jurisdiction of the courts of Singapore.

 

 

APPENDIX A

 

Google Terms

 

1. The use of the RCS Services shall be governed by Google’s RCS Business Messaging Terms of Service, as amended from time to time, available at: https://developers.google.com/business-communications/rcs-business-messaging/support/tos.

 

2. Any applicable service levels, if and when made available, shall be published at the following link: https://docs.jibemobile.com/support. Access to this link and the information contained therein is restricted to authorised administrative account holders.