Service Terms & Conditions

These Service Terms & Conditions (“Terms”) apply to the access and use of the Services provided by Supplier to Customer under the Master Services Agreement (“Agreement”). Capitalized terms used but not defined here have the meanings given in the Agreement.

1. Access and Account Security

1.1 Account Credentials

Customer is responsible for maintaining the confidentiality of all login credentials, API keys, and access tokens associated with its account. Customer must promptly notify Supplier if it suspects any unauthorized access or compromise of its credentials.

1.2 User Provisioning

Customer is responsible for all activities conducted under its user accounts. Customer will ensure that only authorized personnel access the Services and that access is promptly revoked for personnel who no longer require it.

2. Service Availability and Support

2.1 Uptime

During the paid Commercial Service phase, Supplier will use commercially reasonable efforts to make the hosted components of the Services available 24 hours a day, 7 days a week, excluding scheduled maintenance. Uptime commitments do not apply during the Free Trial phase.

2.2 Scheduled Maintenance

Supplier will use reasonable efforts to schedule routine maintenance outside of peak business hours and will notify Customer at least forty-eight (48) hours in advance of any planned maintenance that is expected to result in significant downtime.

2.3 Emergency Maintenance

Supplier reserves the right to perform emergency maintenance without prior notice to address critical security vulnerabilities or severe performance degradation.

2.4 Support Channels

Customers may request technical support via the Supplier’s designated email address or support portal. Support response times will be determined by the priority level of the issue and the tier of the Commercial Subscription selected in the Order Form.

3. Acceptable Use Rules

Customer and its authorized users shall not use the Services, or allow the Services to be used, in any manner that violates the following Acceptable Use Rules:

3.1 Illegal and Harmful Content

You may not use the Services to generate, process, or distribute content that:

  • Promotes, facilitates, or encourages illegal activities
  • Contains child sexual abuse material (CSAM) or any form of child exploitation
  • Promotes terrorism, violence, or physical harm against individuals or groups
  • Constitutes hate speech, harassment, defamation, or bullying

3.2 Deception and Malicious Activity

You may not use the Services to:

  • Generate malware, ransomware, viruses, or destructive code
  • Execute denial-of-service (DoS) attacks, port scans, or network exploits
  • Engage in phishing, spoofing, or the generation of fraudulent materials
  • Impersonate other individuals or entities without authorization
  • Generate disinformation or deepfakes intended to mislead the public

3.3 System Abuse and Integrity

You may not:

  • Attempt to bypass or break any security mechanism, rate limits, or safety filters implemented by Supplier
  • Use the Services to extract, scrape, or reverse-engineer the underlying AI models, prompt logic, or weighting systems
  • Submit Inputs designed to intentionally crash, overload, or degrade the performance of the Services

3.4 Regulated Domains

Unless expressly permitted in writing by Supplier, you may not use the Services to provide fully automated (human-out-of-the-loop) decisions in highly regulated fields where failure could result in significant legal, financial, or bodily harm, including:

  • Medical diagnosis or treatment
  • Automated legal advice
  • Automated lending, credit scoring, or employment screening

4. Suspension of Service

4.1 Right to Suspend

Supplier may temporarily suspend Customer’s access to the Services, or a portion thereof, if:

  • Customer is in material breach of the Acceptable Use Rules (Section 3)
  • Customer’s account is more than thirty (30) days strictly in arrears on payment
  • Supplier reasonably detects a critical security threat, malware, or ongoing attack originating from Customer’s account or BYOC environment
  • Required by law, court order, or governmental authority

4.2 Notice and Restoration

Supplier will provide prior notice of suspension where commercially feasible and legally permissible. Supplier will limit the suspension to the affected portion of the Services and will promptly restore access once the underlying issue has been resolved to Supplier’s reasonable satisfaction.

5. Third-Party Integrations and BYOM

5.1 BYOM (Bring-Your-Own-Model)

If Customer utilizes the BYOM deployment option, Customer is solely responsible for maintaining its relationship, billing, and compliance with the third-party model provider. Supplier is not responsible for the performance, availability, or outputs of third-party models.

5.2 External Integrations

If Customer connects the Services to third-party APIs, databases, or applications, Customer assumes all risks associated with such data transfers. Supplier does not warrant the ongoing compatibility of the Services with unapproved third-party systems.