Appendix A.
AI-Enabled Customer Service Terms of Use
Last Updated: 22 December 2023
1. Generally.
This Appendix A of the Agreement governs Customer’s use of the eFront Artificial Intelligence (“AI”) enabled customer service feature (“AI Customer Service Feature”), and amends but does not replace the terms of the foregoing Agreement. In the event of a conflict between the Agreement and this Appendix A, the terms of this Appendix A shall govern. All capitalized terms not defined herein shall have the meaning ascribed to them by the Agreement. For the avoidance of doubt the AI Customer Service Feature constitutes a Service, as such term defined in the Agreement, provided by Supplier. Customer is responsible for ensuring its, and its Authorized Users’, use of the AI Customer Service Feature complies with the terms of the Agreement, including this Appendix A, as well as applicable law.
2. Assumption of Risk.
Customer understands and acknowledges that generative AI — a form of AI based on models developed using existing data that “generates” apparently new data in response to user prompts—is a developing technology. Supplier disclaims all liability resulting from Customer’s use of the AI Customer Service Feature, and makes no representation or warranty, express or implied, concerning the extent to which Customer’s use of the AI Customer Service Feature or the output of such AI Customer Service Feature is appropriate, permissible, lawful, accurate, correct, or otherwise suitable for the Customer or its intended use. Supplier does not review all of the AI Customer Service Feature’s output; in using the AI Customer Service Feature, Customer assumes any and all risk of any nature, including, but not limited to, that the underlying AI technology may, in some cases, provide incorrect, inaccurate, or otherwise inappropriate information. If Customer does not agree with this assumption of risk, Customer should not use the AI Customer Service Feature.
3. Appropriate Use.
Customer’s use of the AI Customer Service Feature must comply with the following requirements:
3.1 Consent.
Before using the AI Customer Service Feature, Customer must affirmatively consent to the use of such feature.
3.2 Compliance with Laws.
Customer agrees to and is responsible for ensuring its use of the AI Customer Service Feature complies with all applicable local, state, provincial, national, federal and foreign laws.
3.3 Non-Infringement.
Customer agrees to and is responsible for ensuring its use of the AI Customer Service Feature complies with all applicable local, state, provincial, national, federal and foreign laws.
3.4 Personal Data.
Supplier’s system will automatically remove from all service tickets provided to the AI Customer Service Feature any information that identifies, relates to, describes, is reasonably capable of being associated with, or could reasonably be linked, directly or indirectly, to a particular individual or household, or is otherwise considered “personal data,” “personal information,” “personally identifiable information,” or similar terms under any applicable laws (collectively, “Personal Data”). Accordingly, Customer may not provide any Personal Data into the AI Customer Service Feature.
3.5 Customer Review.
Customer is solely responsible for reviewing, verifying, or otherwise evaluating the appropriateness of any output generated by the AI Customer Service Feature before using or relying on such output.
4. Third Party Terms.
The AI Customer Service Feature incorporates AI technologies supplied by a third party, Open AI, LLC. Supplier makes no representations with respect to the underlying AI technologies provided by this third party, including whether the use of these technologies is appropriate to Customer. Please refer to Section 11 of the Agreement for additional information concerning the use of integrated third-party software.