Terms of Service

1. The Service

Insighterr transcribes calls, evaluates them against configurable scorecards using AI, and lets users explore results through search, dashboards and chat. We may improve, change or discontinue features, and will give reasonable notice of any change that materially reduces core functionality.

2. Accounts and access

• Access is by invitation of the Customer's administrators; there is no public sign-up.
• Keep credentials confidential. The Customer is responsible for all activity under its accounts and for assigning roles and permissions appropriately.
• Notify us promptly at [email protected] of any suspected unauthorized access.
• Users must provide accurate information and may not share accounts.

3. Customer Data and lawful use

The Customer owns its call recordings, transcripts, metadata, configurations and the outputs generated from them (“Customer Data”), and grants us a limited license to host, process and display it solely to provide and secure the Service for the Customer. See our Privacy Policy for how data is handled.

The Customer represents and warrants that it:

• has all rights, notices and consents required by law (including call-recording and call-monitoring laws and privacy laws) to upload and process Customer Data;
• will inform its agents and, where required, callers that calls are recorded and analyzed by automated means; and
• will not upload content it has no right to use, or special categories of data (for example payment card numbers or health data) unless it has first agreed in writing with us on appropriate safeguards.

4. Acceptable use

You may not:

• use the Service unlawfully, or to unlawfully surveil, harass or discriminate against any person;
• attempt to access data outside your permitted scope, probe or test the Service's security without written permission, or bypass access controls or rate limits;
• reverse engineer, copy, resell or sublicense the Service, or use it to build a competing product;
• upload malware or interfere with the Service's operation;
• use outputs to train a competing AI model, or misuse AI features to produce harmful content.

We may suspend access that threatens the Service, other customers, or violates these Terms, with notice where practicable.

5. AI-generated output

Scores, summaries, transcripts and chat answers are produced by automated systems and may be incomplete or wrong. The Customer is responsible for reviewing output and for decisions made using it, particularly decisions affecting employment, compensation, discipline or compliance. Output is provided to support, not replace, human review.

6. Fees and payment

Fees, usage allowances and billing terms are set in the applicable order form or plan. Unless stated otherwise, fees are billed in advance, non-cancellable and non-refundable, and exclude taxes. Undisputed overdue amounts may incur interest at the lesser of 1.5% per month or the maximum allowed by law, and we may suspend the Service after notice of non-payment. Usage that depends on third-party AI providers may be billed on a pass-through basis if the order form says so.

7. Intellectual property

We and our licensors own the Service, software, models we build, documentation and all related intellectual property. Subject to these Terms we grant the Customer a limited, non-exclusive, non-transferable right to use the Service during the subscription term. If you give us feedback, we may use it without restriction or obligation.

8. Confidentiality

Each party will protect the other's non-public information with at least reasonable care, use it only to perform under these Terms, and disclose it only to personnel and advisers who need it and are bound to similar duties, or as legally compelled (with notice where permitted). This does not apply to information that is public, independently developed, or lawfully received from a third party.

9. Term and termination

These Terms last for the subscription term in the order form and renew as stated there. Either party may terminate for the other's material breach that remains uncured 30 days after written notice. On termination the Customer may export its data for 30 days; afterwards we delete it as described in the Privacy Policy. Provisions that by nature should survive (ownership, confidentiality, fees owed, disclaimers, liability, governing law) will survive.

10. Warranties and disclaimers

We will provide the Service with reasonable skill and care. EXCEPT AS EXPRESSLY STATED, THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE”, AND WE DISCLAIM ALL OTHER WARRANTIES, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, AND THAT THE SERVICE OR AI OUTPUT WILL BE ERROR-FREE, UNINTERRUPTED OR ACCURATE.

11. Limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, NEITHER PARTY IS LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL OR PUNITIVE DAMAGES, OR LOST PROFITS, REVENUE OR DATA, AND EACH PARTY'S TOTAL LIABILITY ARISING FROM THESE TERMS IS LIMITED TO THE FEES PAID OR PAYABLE FOR THE SERVICE IN THE 12 MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM. These limits do not apply to the Customer's payment obligations, a party's indemnification obligations, breach of confidentiality, or liability that cannot be limited by law.

12. Indemnification

We will defend the Customer against third-party claims alleging that the Service, as provided by us, infringes intellectual property rights, and pay resulting damages and costs finally awarded. The Customer will defend us against third-party claims arising from Customer Data, including a lack of required recording notices or consents, or the Customer's breach of section 3 or 4. The indemnified party must give prompt notice, reasonable cooperation, and control of the defense to the indemnifying party.

13. Data protection

Where we process personal data on the Customer's behalf, the parties will enter into our Data Processing Addendum, which forms part of these Terms and prevails on data-protection matters.

14. General

• Governing law and venue: The laws of India, with exclusive jurisdiction of the courts of New Delhi, unless an order form says otherwise.
• Changes: We may update these Terms with at least 30 days' notice for material changes; continued use after the effective date is acceptance.
• Entire agreement: These Terms, the order form and the DPA are the whole agreement; an order form prevails in a conflict.
• Assignment: Neither party may assign without consent, except to a successor to substantially all its business.
• Force majeure, severability, waiver: Neither party is liable for events beyond its reasonable control; an invalid provision is enforced to the extent possible and the rest remains in effect; a failure to enforce is not a waiver.
• Notices: To [email protected] for us, and to the Customer's administrator email for the Customer.