Terms of Service

1. Acceptance of Terms

These Terms of Service ("Terms") govern your access to and use of DropletAI's AI-powered service operations platform, including any related services, features, content, and applications (collectively, the "Services").

By accessing or using our Services, you agree to be bound by these Terms. If you are using the Services on behalf of an organization, you represent that you have authority to bind that organization to these Terms.

2. Description of Services

DropletAI provides:

• AI Service Operations Platform: Comprehensive service management including ticketing, asset management, field operations, and AI-powered automation.
• AI Knowledge Copilot: Intelligent knowledge management, diagnostic tools, and AI-assisted search capabilities.
• Complete Platform: Unified solution combining both service operations and knowledge copilot features.

Services may be provided as hosted solutions (managed by DropletAI) or through full code delivery (self-hosted by the customer).

3. Account Registration

• You must provide accurate, complete, and current information during registration.
• You are responsible for maintaining the confidentiality of your account credentials.
• You must notify us immediately of any unauthorized access to your account.
• You are responsible for all activities that occur under your account.

4. Acceptable Use

You agree not to:

• Use the Services for any unlawful purpose or in violation of any applicable laws.
• Attempt to gain unauthorized access to any part of the Services or related systems.
• Interfere with or disrupt the integrity or performance of the Services.
• Transmit malware, viruses, or other malicious code.
• Reverse engineer, decompile, or disassemble any part of the Services.
• Use the Services to infringe on intellectual property rights of others.
• Resell, sublicense, or transfer your access to the Services without authorization.
• Use automated systems to extract data from the Services (scraping).

5. Customer Data

5.1 Ownership

You retain all rights to your data ("Customer Data"). DropletAI does not claim ownership of any Customer Data you submit to the Services.

5.2 License Grant

You grant DropletAI a limited license to process, store, and transmit Customer Data solely to provide the Services. This license terminates when you delete your data or terminate your account.

5.3 AI Training

Your Customer Data will not be used to train our AI models without your explicit consent. Any AI improvements derived from anonymized, aggregated usage patterns will not contain identifiable customer information.

5.4 Data Security

We implement industry-standard security measures to protect Customer Data, including encryption, access controls, and single-tenant isolation where applicable.

6. Subscription and Payment

6.1 Fees

Subscription fees are specified in your order form or service agreement. All fees are non-refundable except as expressly stated in these Terms.

6.2 AI Token Usage

All plans include a baseline AI token allowance suitable for normal operational usage. Excessive or abnormal AI usage may result in pricing adjustments subject to mutual agreement during support renewal.

6.3 Payment Terms

Payment is due according to the terms in your service agreement. Late payments may result in service suspension and interest charges as permitted by law.

7. Service Level Agreement

For hosted solutions, DropletAI commits to:

• Uptime: 99.9% monthly uptime for production environments.
• Support: Response times based on issue severity as defined in your service agreement.
• Maintenance: Scheduled maintenance windows with advance notice.

Service credits may be available for uptime failures as specified in your service agreement.

8. Intellectual Property

8.1 DropletAI IP

The Services, including all software, algorithms, user interfaces, and documentation, are owned by DropletAI and protected by intellectual property laws. These Terms do not grant you any rights to our intellectual property except the limited license to use the Services.

8.2 Full Code Delivery

For full code delivery customers, license terms are specified in your separate software license agreement. Generally, you receive a perpetual, non-exclusive license to use, modify, and deploy the code for your internal business purposes.

8.3 Feedback

Any feedback, suggestions, or ideas you provide about the Services may be used by DropletAI without obligation to you.

9. Confidentiality

Both parties agree to keep confidential any proprietary or non-public information disclosed by the other party. This obligation survives termination of these Terms for a period of three (3) years.

10. Warranty Disclaimer

THE SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

DropletAI does not warrant that the Services will be uninterrupted, error-free, or completely secure. AI-generated outputs are provided for informational purposes and should be verified before critical business decisions.

11. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, DROPLETAI SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR ANY LOSS OF PROFITS, REVENUE, DATA, OR BUSINESS OPPORTUNITIES ARISING FROM YOUR USE OF THE SERVICES.

DROPLETAI'S TOTAL LIABILITY FOR ANY CLAIMS ARISING FROM THESE TERMS SHALL NOT EXCEED THE FEES PAID BY YOU IN THE TWELVE (12) MONTHS PRECEDING THE CLAIM.

12. Indemnification

You agree to indemnify, defend, and hold harmless DropletAI and its officers, directors, employees, and agents from any claims, damages, losses, or expenses (including reasonable legal fees) arising from:

• Your use of the Services
• Your violation of these Terms
• Your violation of any third-party rights
• Your Customer Data

13. Term and Termination

13.1 Term

These Terms remain in effect until terminated. Subscription terms are specified in your service agreement.

13.2 Termination by You

You may terminate your account at any time by providing written notice. Prepaid fees are non-refundable unless otherwise specified in your service agreement.

13.3 Termination by DropletAI

We may suspend or terminate your access for violation of these Terms, non-payment, or for any other reason with 30 days' notice for convenience terminations.

13.4 Effect of Termination

Upon termination, your access to the Services will cease. You may request export of your Customer Data within 30 days of termination. After this period, Customer Data will be deleted in accordance with our data retention policy.

14. Modifications to Terms

We may modify these Terms at any time. Material changes will be communicated with at least 30 days' notice. Your continued use of the Services after changes become effective constitutes acceptance of the modified Terms.

15. General Provisions

• Governing Law: These Terms are governed by the laws of the State of Delaware, USA.
• Dispute Resolution: Disputes will be resolved through binding arbitration, except for injunctive relief.
• Entire Agreement: These Terms, together with your service agreement, constitute the entire agreement between you and DropletAI.
• Severability: If any provision is found unenforceable, the remaining provisions remain in effect.
• Waiver: Failure to enforce any provision does not constitute a waiver.
• Assignment: You may not assign these Terms without our written consent.

16. Contact Us

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