Custraxx Terms of Service

2.1 Platform Overview

Custraxx provides an AI-powered customer support platform that includes:

• AI Chatbot Services: Automated customer support through intelligent conversational AI
• Knowledge Base Management: Tools for creating, managing, and maintaining support documentation
• Ticketing System: Support ticket creation, assignment, and tracking capabilities
• Analytics and Reporting: Performance metrics and insights for customer support operations
• Integration Tools: APIs and widgets for embedding chat functionality
• Human-AI Learning Loop: Seamless handoff to humans with continuous learning from responses

2.2 Service Availability

We strive to maintain high service availability but do not guarantee uninterrupted access. The Service may be temporarily unavailable due to maintenance, updates, or technical issues.

3.1 Account Creation

• You must provide accurate, current, and complete information during registration
• You are responsible for maintaining the confidentiality of your account credentials
• You must be at least 18 years old to create an account
• One person or entity may not maintain multiple accounts

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
• We recommend using strong passwords and enabling two-factor authentication
• You must not share your account credentials with others

3.3 Account Termination

• You may terminate your account at any time through your account settings
• We may suspend or terminate accounts that violate these Terms
• Upon termination, your access to the Service will cease immediately
• Data retention and deletion will follow our Privacy Policy guidelines

4.1 Permitted Uses

You may use the Service for:

• Legitimate customer support and business communication purposes
• Creating and managing knowledge bases for your organization
• Training AI models with your own data and content
• Integrating chat functionality into your websites and applications
• Analyzing customer support performance and metrics

4.2 Prohibited Uses

You may not use the Service to:

• Violate any applicable laws, regulations, or third-party rights
• Transmit harmful, offensive, or inappropriate content
• Attempt to gain unauthorized access to our systems or other users' accounts
• Interfere with or disrupt the Service or servers
• Use the Service for spam, phishing, or other malicious activities
• Reverse engineer, decompile, or attempt to extract source code
• Resell or redistribute the Service without authorization
• Use the Service to compete directly with Custraxx

4.3 Content Guidelines

• Content must be accurate and not misleading
• Content must not infringe on intellectual property rights
• Content must not contain malware, viruses, or harmful code
• Content must comply with applicable privacy and data protection laws

5.1 Subscription Tiers

Custraxx offers various subscription plans with different features and usage limits. Current pricing and plan details are available on our website and may be updated from time to time.

5.2 Billing and Payment

• Subscription fees are billed in advance on a monthly or annual basis
• All fees are non-refundable except as required by law
• You authorize us to charge your payment method for all applicable fees
• You are responsible for keeping your payment information current
• Late payments may result in service suspension

5.3 Plan Changes and Cancellation

• You may upgrade or downgrade your plan at any time
• Plan changes take effect at the next billing cycle
• You may cancel your subscription at any time
• Cancellation takes effect at the end of the current billing period
• No refunds are provided for partial billing periods

5.4 Usage Limits and Overages

• Each plan includes specific usage limits for messages, storage, and features
• Overage charges may apply for usage exceeding plan limits
• We will notify you when approaching usage limits
• Excessive usage may result in service throttling or suspension

6.1 Custraxx Intellectual Property

• The Service and all related technology are owned by Custraxx
• Our trademarks, logos, and brand elements are protected intellectual property
• You may not use our intellectual property without written permission
• These Terms grant you a limited, non-exclusive license to use the Service

6.2 User Content

• You retain ownership of content you upload or create using the Service
• You grant us a license to use your content to provide and improve the Service
• You represent that you have the right to grant this license
• You are responsible for ensuring your content does not infringe third-party rights

6.3 AI Training and Model Improvement

• We may use aggregated, anonymized data to improve our AI models
• You can opt out of having your data used for training purposes
• We do not claim ownership of AI-generated content based on your inputs
• You are responsible for reviewing and validating AI-generated responses

7.1 Privacy Policy

Our collection, use, and protection of your personal information is governed by our Privacy Policy, which is incorporated into these Terms by reference.

7.2 Data Security

• We implement industry-standard security measures to protect your data
• Data is encrypted in transit and at rest
• We regularly audit and update our security practices
• You are responsible for maintaining the security of your account

7.3 Data Processing

• We process data in accordance with applicable privacy laws
• You consent to data processing as described in our Privacy Policy
• You may request access, correction, or deletion of your personal data
• We will respond to data requests within legally required timeframes

8.1 Uptime Commitment

• We target 99.9% uptime for our core services
• Planned maintenance windows are excluded from uptime calculations
• Service credits may be available for significant outages
• Uptime is measured monthly and reported in our status dashboard

8.2 Performance Standards

• API response times typically under 2 seconds
• Chat widget loading times under 3 seconds
• Support ticket response within 24 hours for paid plans
• Performance metrics are available in your account dashboard

8.3 Support Services

• Email support available for all users
• Priority support for premium plan subscribers
• Documentation and knowledge base available 24/7
• Community forums for user discussions and support

9.1 Service Disclaimers

• The Service is provided "as is" without warranties of any kind
• We do not guarantee the accuracy of AI-generated responses
• Users are responsible for reviewing and validating all AI outputs
• We disclaim all warranties, express or implied, including merchantability and fitness for purpose

9.2 AI Limitations

• AI responses may contain errors, inaccuracies, or biases
• AI models are trained on data that may become outdated
• Users should not rely solely on AI responses for critical decisions
• Human oversight is recommended for important customer interactions

9.3 Third-Party Services

• We may integrate with third-party services and APIs
• We are not responsible for third-party service availability or performance
• Third-party services are subject to their own terms and conditions
• Integration failures may affect Service functionality

10.1 Liability Limits

To the maximum extent permitted by law, Custraxx's total liability for any claims arising from or related to the Service shall not exceed the amount paid by you for the Service in the 12 months preceding the claim.

10.2 Excluded Damages

We shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to:

• Loss of profits, revenue, or business opportunities
• Loss of data or information
• Business interruption or downtime
• Reputational harm or damage
• Third-party claims or demands

10.3 Force Majeure

We shall not be liable for any failure or delay in performance due to circumstances beyond our reasonable control, including natural disasters, government actions, network failures, or other force majeure events.

11.1 User Indemnification

You agree to indemnify, defend, and hold harmless Custraxx and its officers, directors, employees, and agents from any claims, damages, losses, or expenses arising from:

• Your use of the Service in violation of these Terms
• Your content or data uploaded to the Service
• Your violation of any third-party rights
• Your negligent or wrongful conduct

11.2 Indemnification Process

• We will promptly notify you of any indemnifiable claims
• You will have the right to control the defense of such claims
• We may participate in the defense at our own expense
• You may not settle claims without our written consent

12.1 Termination by User

• You may terminate your account at any time
• Termination takes effect immediately upon notice
• You remain liable for all charges incurred before termination
• No refunds are provided for prepaid fees

12.2 Termination by Custraxx

We may terminate or suspend your account immediately if you:

• Violate these Terms or our Acceptable Use Policy
• Fail to pay fees when due
• Engage in fraudulent or illegal activities
• Pose a security risk to the Service or other users

12.3 Effect of Termination

• Your access to the Service will cease immediately
• Your data may be deleted according to our data retention policy
• You may request data export before termination
• Surviving provisions of these Terms will remain in effect

13.1 Informal Resolution

Before initiating formal dispute resolution, you agree to contact us directly to attempt to resolve any disputes informally. We will work in good faith to resolve disputes through direct communication.

13.2 Binding Arbitration

Any disputes that cannot be resolved informally shall be resolved through binding arbitration in accordance with the rules of the American Arbitration Association. The arbitration shall be conducted in English and take place in [Jurisdiction].

13.3 Class Action Waiver

You agree to resolve disputes individually and waive any right to participate in class action lawsuits or class-wide arbitrations against Custraxx.

14.1 Applicable Law

These Terms shall be governed by and construed in accordance with the laws of [Jurisdiction], without regard to conflict of law principles.

14.2 Jurisdiction

Any legal proceedings not subject to arbitration shall be brought exclusively in the courts of [Jurisdiction], and you consent to the personal jurisdiction of such courts.

15.1 Modification Rights

• We may modify these Terms at any time
• Material changes will be communicated via email or platform notification
• Continued use of the Service constitutes acceptance of modified Terms
• You may terminate your account if you disagree with changes

15.2 Version Control

• The current version of these Terms is always available on our website
• Previous versions are archived and available upon request
• The effective date of changes is clearly indicated
• We maintain a changelog of significant modifications

16.1 Entire Agreement

These Terms, together with our Privacy Policy and any other referenced policies, constitute the entire agreement between you and Custraxx regarding the Service.

16.2 Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions will remain in full force and effect.

16.3 Assignment

• You may not assign these Terms without our written consent
• We may assign these Terms in connection with a merger, acquisition, or sale of assets
• These Terms bind and benefit the parties' successors and assigns

16.4 Waiver

Our failure to enforce any provision of these Terms does not constitute a waiver of that provision or any other provision.

17.1 General Inquiries

• Email: info@custraxx.com
• Support Portal: Available through your account dashboard
• Documentation: Available at our help center

17.2 Response Times

• General Support: 24-48 hours
• Legal Inquiries: 5-7 business days
• Security Reports: 24 hours