AI Features Usage Guidelines

The following provisions apply to Customer’s use of artificial intelligence and machine learning features and functionalities made available in the InvGate Services (including any third-party functionalities) (the “AI-Powered Features”). Capitalized terms not otherwise defined herein shall have the meaning set forth in the Master Subscription Agreement (or any other services agreement between the Parties).

Security and data protection:

We built our AI- Powered Features with a core principle in mind: your data stays yours.

Our goal is to deliver powerful AI-Powered Features without compromising the trust that makes enterprise service management possible. Legal, HR, Security, and IT teams can be confident: our AI respects boundaries: technical, legal, and ethical.

No Generative Training on Customer’s Service Data

We use multiple trusted pre-trained models. Our providers commit under their applicable terms of service not to use Customer’s Service Data to train the generative AI models used to provide the AI Features. I.e., if someone types a phone number or sensitive info into a ticket, it is never used to "teach" the model.

No Model Training by InvGate

InvGate does not train AI models, whether using Customer’s Service Data or otherwise. Customer’s Service Data is therefore not used by InvGate for AI model training purposes.

Isolated, Encrypted Storage

All data within our system -including responses- is stored in isolated databases with ciphered storage, meaning it's never public, shareable, or accessible to third parties.

Third-party terms

Customer acknowledges and agrees that certain AI-Powered Features rely on: (i) third-party large language models by OpenAI (ChatGPT) and Google (Gemini), and (ii) the cloud service platforms through which such models are hosted and delivered: Azure AI Foundry (Microsoft), Gemini Enterprise Agent Platform (Google); Amazon BedRock (Amazon Web Services) and Cerebras AI.

Customer acknowledges that the use of such models and cloud platforms is subject to the terms and conditions of the relevant third-party providers, as updated from time to time, and agrees to comply with and be bound by those terms.

International transfer of data

To enable the AI-Powered Features, Customer’s Service Data, which may include personal data, will be shared with the cloud service providers identified in this document, which will act as sub-processors in accordance with the GDPR and other applicable data protection laws. Such Service Data may be transferred to and processed in the United States. Pursuant to Article 46 of GDPR, the Standard Contractual Clauses constitute the transfer mechanism relied upon for such transfers to the United States and are incorporated into the applicable Data Processing Addendums entered into with the cloud service providers hosting the AI models.

If Customer does not agree to these third-party terms, sub-processing arrangements, or international data transfers, Customer may opt out of using the AI-Powered Features as described below.

Opt-out

Customer may opt-out of the AI-Powered Features by following the procedure outlined in the Documentation, in which case the provisions of this Usage Guidelines shall not apply to Customer.

EU Artificial Intelligence Act Compliance

InvGate’s AI-Powered Features are developed and offered in accordance with the applicable requirements of the European Union Artificial Intelligence Act, taking into account the obligations corresponding to InvGate’s role and the nature and intended use of each feature.

Disclaimer of warranties

AI-Powered Features outputs are provided "as is" without warranty of any kind. InvGate disclaims any liability arising from the Customer’s reliance on such outputs.

Customer understands and agrees that outputs generated by AI-Powered Features are non-deterministic and may be inaccurate or incomplete. Customer shall be responsible for evaluating AI-Powered Features’ outputs’ accuracy.

Risk Mitigation

With the objective of mitigating the risks associated with the use of AI-Powered Features, such features are implemented in a manner that prevents the AI from making decisions or executing actions autonomously, and instead limits it to generating suggestions that must be validated by a human user under a human-in-the-loop approach. In addition, in the event of any incident or anomalous behavior, the AI-Powered Features (or any of them individually) may be immediately disabled by the Customer.

Fees

As of the version date of this Usage Guidelines, InvGate does not require Customer to pay any additional fees for usage of AI-Powered Features. However, InvGate reserves the right to implement supplementary charges in the future.