Terms of Service

1. Acceptance of Terms

By accessing or using the Call Center Automation Platform ("Service"), you agree to be bound by these Terms of Service ("Terms"). If you are using the Service on behalf of an organization, you represent that you have the authority to bind that organization to these Terms.

If you do not agree to these Terms, you may not access or use the Service.

2. Description of Services

Call Center Automation Platform provides AI-powered voice automation services for call centers, including:

• AI voice agents for automated customer interactions
• Integration with telephony providers (Twilio, Cisco Webex, SIP/VoIP)
• Call routing, intent detection, and intelligent escalation
• Analytics dashboard and performance metrics
• Voicemail recording and transcription
• Listen Mode for call pattern analysis

The Service is provided as a multi-tenant SaaS platform with data isolation between customer accounts.

3. Account Registration

3.1 Account Creation

To use the Service, you must create an account providing accurate and complete information. You are responsible for maintaining the confidentiality of your account credentials.

3.2 Account Security

You are responsible for all activities that occur under your account. You must notify us immediately of any unauthorized use of your account.

3.3 Multi-Tenant Architecture

Your data is logically separated from other customers' data. You may only access data associated with your company account.

4. AI Technology Disclaimer

4.1 AI Accuracy

While our AI systems are designed to provide accurate and helpful responses, they may occasionally:

• Misinterpret customer intent or speech
• Provide incomplete or inaccurate information
• Fail to recognize when escalation to a human agent is necessary

4.2 Human Oversight

You are responsible for configuring appropriate escalation rules and maintaining human oversight of AI-handled interactions. The Service includes intelligent escalation features that automatically transfer calls to human agents for sensitive topics.

4.3 No Guarantee of Results

We do not guarantee specific automation rates, cost savings, or customer satisfaction scores. Results vary based on your configuration, use case, and customer demographics.

5. Call Recording & Consent

5.1 Legal Compliance

You must comply with all applicable laws regarding call recording, including but not limited to:

• Federal and state wiretapping laws
• One-party or two-party consent requirements
• Industry-specific regulations (HIPAA, PCI-DSS, etc.)

5.2 Disclosure Requirements

You must clearly disclose to callers that:

• They are interacting with an AI-powered system
• The call may be recorded for quality and training purposes
• Their voice data may be processed by AI systems

5.3 Indemnification

You agree to indemnify and hold us harmless from any claims arising from your failure to obtain proper consent for call recording or AI processing.

6. Acceptable Use Policy

6.1 Prohibited Uses

You may not use the Service for:

• Spam, robocalling, or unsolicited telemarketing
• Fraudulent, deceptive, or illegal activities
• Harassment, abuse, or threatening communications
• Violating any applicable telecommunications regulations
• Attempting to bypass security measures or access other customers' data
• Reverse engineering or extracting source code from the Service

6.2 Compliance with Regulations

You must comply with all applicable laws, including:

• Telephone Consumer Protection Act (TCPA)
• Telemarketing Sales Rule (TSR)
• Do Not Call Registry requirements
• CAN-SPAM Act (for any SMS/email integrations)

7. Service Level Agreement

7.1 Uptime Commitment

We strive to maintain 99.9% uptime for the Service, excluding scheduled maintenance windows. Scheduled maintenance will be announced at least 48 hours in advance.

7.2 Support

Technical support is available during business hours (9 AM - 6 PM EST, Monday - Friday). Enterprise customers may have access to extended support options.

7.3 Service Credits

If we fail to meet our uptime commitment, you may be eligible for service credits as specified in your subscription agreement.

8. Payment Terms

8.1 Subscription Fees

Subscription fees are billed in advance on a monthly or annual basis. Usage-based charges (such as per-minute AI processing) are billed in arrears.

8.2 Late Payment

Failure to pay invoices within 30 days may result in suspension of your account. We may charge interest on overdue amounts at 1.5% per month.

8.3 Refunds

Subscription fees are non-refundable except as required by law. You may cancel your subscription at any time, but no prorated refunds will be provided.

9. Intellectual Property

9.1 Our IP

The Service, including all software, AI models, algorithms, and documentation, is our proprietary intellectual property. You receive a limited, non-exclusive license to use the Service during your subscription term.

9.2 Your Data

You retain ownership of all data you upload to or generate through the Service, including call recordings, transcripts, and customer information.

9.3 AI Training

We may use anonymized and aggregated data to improve our AI models. Your identifiable call data will never be used to train models without your explicit consent.

10. Limitation of Liability

We are not liable for any indirect, incidental, special, consequential, or punitive damages, including lost profits, lost revenue, or loss of business opportunities.

11. Termination

11.1 Termination by You

You may terminate your account at any time through the dashboard or by contacting support.

11.2 Termination by Us

We may terminate or suspend your account immediately if you violate these Terms or engage in prohibited activities.

11.3 Data Export

Upon termination, you will have 30 days to export your data. After this period, your data will be deleted in accordance with our data retention policy.

12. Changes to Terms

We may update these Terms from time to time. We will notify you of material changes via email or through the Service. Your continued use of the Service after such notice constitutes acceptance of the updated Terms.

13. Contact Information

For questions about these Terms of Service, please contact us:

• Email: legal@callcenterai.com
• Address: Call Center Automation Platform, Inc.