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’ve 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 (like GPT-4, Gemini, AWS models or Llama), but we never train those models on Customer’s information. I.e., if someone types a phone number or sensitive info into a ticket, it is never used to "teach" the model.

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.

Training of customer-specific models

Some non-generative AI-Powered Features may need customer specific Service Data. In those cases (like for classifier models or regression models) when we do train models on customer’s Service Data, we do it on a per customer basis, only with the data of that customer, and serving that customer only. For example, we train an escalation suggestions model that considers configured SLAs and historical resolution times for different types of tickets. For these cases, Customer retains full ownership of Customer’s Service Data submitted to the InvGate Services, while InvGate maintains ownership of all machine learning algorithms, and aggregated results derived from such machine learning processes.

Third-party terms.

Customer acknowledges and agrees that the use of AI-Powered Features reliant on third-party models (including, without limitation, models provided by OpenAI, Azure, Google Cloud, and/or AWS) shall be governed by the applicable terms and conditions of such third-party providers. Customer further agrees to comply with and be bound by those third-party terms.

Third-party terms and conditions are currently available at:

• OpenAI
• Azure
• Google Cloud
• AWS

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.

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 shall be responsible for evaluating AI-Powered Features’ outputs’ accuracy.

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.