Terms and Conditions

1. Agreement to these Terms

These Terms and Conditions govern access to and use of NetZen AI, including our websites, hosted software, endpoint agent, integrations, support channels, application programming interfaces, documentation, and related services. NetZen AI is provided by NetZen AI, Inc.

By accessing or using NetZen AI, creating an account, installing the endpoint agent, or using the service on behalf of an organization, you agree to these Terms. If you use NetZen AI for a company, managed service provider, customer, client, or other organization, you represent that you have authority to bind that organization.

2. The NetZen AI service

NetZen AI is a business-to-business platform for managed service providers and internal IT teams. The service helps teams manage IT support, ticket intake, endpoint diagnostics, knowledge workflows, automation, and support interactions across channels such as web, email, chat, Slack, Microsoft Teams, voice, and connected ticketing or IT systems.

The service may include AI-assisted features that help classify requests, summarize information, suggest next steps, retrieve knowledge, run diagnostics, automate workflows, draft responses, and support technicians or end users. AI-assisted outputs should be reviewed by authorized personnel before they are used for high-risk, destructive, security-sensitive, employment-related, legal, medical, financial, or other consequential decisions.

3. Accounts and administration

Customers are responsible for the accuracy of account information, the acts and omissions of their administrators and authorized users, and the configuration of organizations, clients, sites, integrations, endpoint agents, support channels, permissions, and policies inside NetZen AI.

Customers must use reasonable security practices for account access, including protecting credentials, limiting administrative access, promptly removing users who no longer need access, and notifying NetZen AI if they suspect unauthorized access or misuse.

4. Customer data

As between NetZen AI and the customer, the customer retains ownership of the data, content, files, tickets, messages, endpoint information, knowledge-base material, configuration, and other information submitted to or processed through the service by or for the customer.

Customer data may include information about the customer, its clients, personnel, support agents, end users, devices, applications, networks, ticketing systems, and business operations. Customers are responsible for having the rights, notices, permissions, and legal basis needed to provide customer data to NetZen AI and to use the service in their environment.

NetZen AI uses customer data to provide, secure, maintain, troubleshoot, support, and improve the service, to comply with law, to prevent misuse, and as otherwise directed by the customer or permitted by these Terms.

5. AI data use

NetZen AI does not use private information, customer data, support tickets, endpoint data, knowledge-base content, support conversations, or similar customer-provided content to train general AI models or for unrelated purposes.

NetZen AI may process customer data through AI-assisted features to provide the service to the customer, such as generating ticket summaries, drafting support responses, retrieving relevant knowledge, identifying diagnostics, recommending workflows, automating routine support tasks, improving safety and reliability, and producing service outputs requested by the customer.

6. Endpoint agent and software license

Subject to these Terms and any applicable order, NetZen AI grants the customer a limited, non-exclusive, non-transferable, non-sublicensable, revocable license to install and use the NetZen AI endpoint agent and related software only for the customer's authorized business use of the service.

Customers are responsible for ensuring they have authority to install, run, update, monitor, and remove the endpoint agent on managed devices. The endpoint agent may collect and transmit device, application, operating system, network, health, inventory, diagnostic, configuration, security, and usage signals needed to provide endpoint monitoring, support, automation, and troubleshooting features.

Customers and users may not copy, modify, reverse engineer, decompile, disassemble, bypass technical controls, tamper with, resell, sublicense, or use the software or endpoint agent outside the scope authorized by NetZen AI, except to the extent such restrictions are prohibited by law.

7. Integrations and third-party services

The service may connect with third-party platforms such as ticketing systems, identity providers, communication tools, email providers, knowledge-base systems, cloud services, payment processors, and other IT or business systems. Customers are responsible for authorizing integrations, maintaining third-party accounts, configuring permissions, and complying with third-party terms.

NetZen AI is not responsible for third-party services, data, outages, security practices, changes, or actions. If a third-party integration changes, becomes unavailable, or limits access, service features that depend on that integration may be affected.

8. Acceptable use

Customers and users must use NetZen AI only for lawful, authorized business purposes and in accordance with these Terms, documentation, and applicable orders.

• Do not use the service to violate law, infringe rights, or access systems, accounts, data, or devices without authorization.
• Do not upload malicious code, attempt to disrupt the service, probe or bypass security controls, or interfere with other customers.
• Do not use the service to send unlawful, deceptive, harassing, abusive, or unsolicited communications.
• Do not use AI-assisted outputs as the sole basis for decisions that could materially affect a person's rights, safety, employment, finances, health, or legal interests.
• Do not misuse endpoint diagnostics, automation, remote support, or monitoring capabilities for unauthorized surveillance or control.

9. Fees, trials, and payment

Fees, billing terms, subscription periods, trial periods, usage limits, and renewal terms may be set out in an order form, quote, online checkout, invoice, or other written agreement with NetZen AI. Unless otherwise stated, fees are non-refundable except where required by law or expressly agreed in writing.

NetZen AI may suspend or limit access if amounts are overdue, payment fails, usage exceeds agreed limits, or continued service creates security, legal, or operational risk. NetZen AI will try to provide notice where practical, but immediate action may be required in urgent situations.

10. Confidentiality

Each party may receive non-public business, technical, financial, security, product, or operational information from the other party. The receiving party must use reasonable care to protect confidential information and may use it only to perform or receive the service, exercise rights, or meet obligations under these Terms.

Confidentiality obligations do not apply to information that is already known without restriction, becomes public without breach, is independently developed without use of confidential information, or is lawfully received from a third party.

11. Security

NetZen AI uses administrative, technical, and organizational safeguards designed to protect the service and customer data. No system is completely secure, and customers remain responsible for their own environments, endpoint controls, user permissions, integrations, and security configurations.

Customers must promptly notify NetZen AI at support@netzenai.com if they believe customer data, credentials, endpoint agents, integrations, or accounts have been compromised.

12. Service changes and availability

NetZen AI may modify, improve, suspend, or discontinue features from time to time. We aim to keep the service reliable, but we do not guarantee that the service will be uninterrupted, error-free, or available at all times.

The service may be affected by maintenance, updates, network issues, third-party services, customer configurations, security events, or circumstances beyond our control.

13. Intellectual property

NetZen AI and its licensors retain all rights, title, and interest in the service, software, endpoint agent, documentation, designs, models, workflows, technology, know-how, and related intellectual property. No rights are granted except as expressly stated in these Terms.

If customers or users provide feedback, suggestions, or ideas, NetZen AI may use them without restriction or obligation, provided we do not identify the customer or disclose customer confidential information without permission.

14. Disclaimers

To the maximum extent permitted by law, NetZen AI provides the service on an "as is" and "as available" basis without warranties of any kind, whether express, implied, statutory, or otherwise, including warranties of merchantability, fitness for a particular purpose, non-infringement, accuracy, availability, or error-free operation.

NetZen AI does not guarantee that AI-assisted outputs, diagnostics, recommendations, automations, or knowledge retrieval results will be complete, accurate, current, or appropriate for every situation. Customers are responsible for reviewing outputs and determining whether they are suitable for their use case.

15. Limitation of liability

To the maximum extent permitted by law, NetZen AI will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages, or for lost profits, lost revenue, lost data, business interruption, security incidents caused by customer systems, or the cost of substitute services.

To the maximum extent permitted by law, NetZen AI's total liability arising out of or relating to the service or these Terms will not exceed the amounts paid by the customer to NetZen AI for the service giving rise to the claim during the twelve months before the event giving rise to liability.

16. Suspension and termination

Customers may stop using the service at any time, subject to any applicable order, subscription, or payment obligations. NetZen AI may suspend or terminate access if a customer or user breaches these Terms, creates security or legal risk, fails to pay amounts owed, misuses the service, or if required by law.

After termination, access to the service may end and customer data may be deleted or retained according to the applicable agreement, service configuration, legal requirements, and NetZen AI's data retention practices.

17. Changes to these Terms

NetZen AI may update these Terms from time to time. If changes are material, we will take reasonable steps to provide notice, such as posting the updated Terms, updating the effective date, or notifying account administrators. Continued use of the service after changes become effective means the updated Terms apply.

18. Contact

Questions about these Terms may be sent to support@netzenai.com.