Agreeing to these terms
These terms govern your use of the Aither website and the Aither service (together, the “Service”), provided by Aither (“Aither”, “we”, “us”), a sole proprietorship based in Canada. By creating an account, starting a pilot or using the Service, you agree to them on behalf of yourself and the organisation you represent, and you confirm you have authority to do so.
If your organisation has signed a separate order form or master agreement with us, that agreement governs where it conflicts with these terms.
Your account
You need an account to use the Service. Keep your sign-in details confidential, use single sign-on where your organisation provides it, and tell us promptly at [email protected] if you think your account has been compromised. You are responsible for activity under your organisation’s accounts.
The Service is for businesses. You must be at least 18 and using it for work.
What the Service does
Aither is an AI agent that reads your policies and documents, replies to your customers and, where you allow it, takes actions in systems you connect, such as issuing refunds or changing an order. You decide which queues it works on, which actions it may take, the limits on those actions and when it must hand a conversation to a person.
We may improve, change or retire features. If a change materially reduces what you have paid for, we will tell you in advance.
AI output and your responsibilities
Aither generates replies and decisions automatically. Like any AI system it can be wrong. You agree that:
- you are responsible for the policies, limits and permissions you configure, and for actions Aither takes within them;
- you will review handed-off conversations and the audit log, and correct guardrails when Aither gets something wrong;
- you will tell your customers they are talking to an AI. Aither discloses this by default and the disclosure cannot be turned off;
- you won’t use the Service to make decisions with legal or similarly significant effects on people without appropriate human review.
Acceptable use
You must not use the Service to:
- break any law, or infringe anyone’s privacy, intellectual property or other rights;
- send spam or unsolicited marketing, or impersonate a person or organisation;
- process special category data, payment card numbers or health records unless we have agreed this in writing;
- probe, scan or test the Service’s security outside our disclosure programme, or interfere with its operation;
- build a competing product, or extract model behaviour through automated querying.
We may suspend use that breaches this section, and will tell you why unless the law prevents it.
Your content
“Customer Content” means the tickets, messages, documents and data you or your customers put into the Service. You own it. You give us permission to host, process and transmit it only to provide, secure and support the Service for you, as described in our privacy notice.
We do not use Customer Content to train AI models that serve other customers.
Our property and feedback
The Service, including its software, models, design and documentation, belongs to Aither and its licensors. These terms give you a right to use it, not ownership of it. If you send us suggestions, we may use them without obligation to you.
Connected services
When you connect a helpdesk, store, payment provider or other service, your use of it is governed by that provider’s terms. Aither acts in those services only with the permissions you grant, and isn’t responsible for their availability or behaviour.
Fees and pilots
Pilots run for the period we agree and are free unless your order form says otherwise. After that, you pay the fees in your order form; on our standard plans that is a monthly subscription to Starter, Growth or Pro, billed in advance, or the Enterprise fees in your order form. You can change or cancel your plan at any time; a change applies from that moment.
Fees are billed monthly in arrears and are exclusive of taxes. Unpaid invoices more than 30 days overdue may lead to suspension after notice.
Confidentiality
Each of us will protect the other’s confidential information with at least reasonable care, use it only for the purposes of these terms, and share it only with people who need it and are bound by similar duties.
Disclaimers
We will provide the Service with reasonable skill and care. Beyond that, and to the extent the law allows, the Service is provided “as is”, without warranties of merchantability, fitness for a particular purpose or non-infringement, and we don’t promise that it will be error-free or uninterrupted.
Limitation of liability
To the extent the law allows, neither party is liable for indirect, incidental, special or consequential losses, or for lost profits, revenue or data. Each party’s total liability arising from these terms is limited to the fees paid or payable by you in the 12 months before the claim.
Nothing in these terms limits liability for fraud, for death or personal injury caused by negligence, for your payment obligations, or for anything else that cannot be limited by law.
Ending these terms
You can stop using the Service and close your account at any time. Either of us may end these terms if the other materially breaches them and doesn’t fix the breach within 30 days of notice. When they end, you may export your Customer Content for 30 days, after which we delete it as described in the privacy notice.
Governing law
These terms are governed by the laws of the Province of Ontario and the federal laws of Canada that apply there, and disputes will be heard by the courts of Ontario, unless the law where you are based requires otherwise.
Changes to these terms
We may update these terms. For material changes we will give at least 30 days’ notice by email or in the product. Continuing to use the Service after that means you accept the new terms.
Contact
Email [email protected].