SysAid AI Services – Terms and Conditions
per the evaluation license

SysAid AI Services – Terms and Conditions per the evaluation license

1. The AI Services (as listed below in this Annex) could involve integrations with third parties, such as OpenAI LLC (“OpenAI”),  Microsoft Azure Open AI Services (“Azure“) or AWS BedRock (“AWS BedRock”). SysAid may provide You with SysAid AI Services which may include, without limitation, OpenAI,  Azure or AWS BedRock language-generation models (“LLM“), incorporated into SysAid AI Services, to be used as a tool to create automatically generated tickets, answers to questions, descriptions, instructions, and other texts. You may use the SysAid Copilot only in supported geographies.
2. For the purpose of providing you with the AI Services,  SysAid may integrate data from Your tickets to any of Your AI Services. You acknowledge, instruct, and agree to SysAid’s use of Your information and data to train Your applicable AI Services  (including, without limitation, customer tickets and other forms of content or data). Such AI Services will be offered as a customized version for Your use only. For clarity, SysAid does not share Your information with other customers, and it uses Your information solely for the purposes of providing the designated AI Services to You. 
3. You shall obtain and maintain all necessary consents, rights and permits and provide all necessary notices for such use of Your information by us. In connection with your use of the AI Services. You may provide input (“Input”), and receive output generated and returned by the AI Services based on the Input, including, without limitation,  AI-generated outputs such as: responses, data extracts, actions, workflows and code  (all referred to as: “Output”). You acknowledge that you are not required by law or otherwise to provide any specific Input and that any Input is provided on a voluntary basis. In addition, You acknowledge that the Output is subject to, depends on, and is a function of the Input and that any Output may not be unique.  The AI Services were developed to support Inputs in English, resulting in Outputs in English.      
4. SysAid and its third-party technology providers and licensors (including, without limitation, OpenAI, Azure, and AWS BedRock), as applicable, own and reserve all legal rights, titles and interest in and to the AI Services, including all intellectual property and proprietary rights. 
5. You may not use AI Services to create or share Output in a manner that violates this document and/or any third-party policies, such as OpenAI, Azure policies and AWS BedRock, including, without limitation, OpenAI’s Content Policy; Usage Policy, Sharing and Publication Policy, Community Guidelines, Open AI Terms,  Azure AI Policy,  and AWS BedRock SLA, AWS Usage Policy, AWS_Data Protection which apply to the use of OpenAI / Azure / AWS BedRock LLM (as applicable). You hereby undertake to use prudently the AI Agent Builder and AI Agents (being part of the AI Services)  according to  SysAid’s User Guide.  
6. The AI Services and the Outputs are provided to the Customers on an “as is” and “as available” basis and without warranties of any kind, express or implied, including but not limited to merchantability, fitness for a particular purpose, or non-infringement. The AI Services are aimed for informational and operational assistance purposes only and they do not provide legal, financial, medical, or any other professional advice.
7. SysAid makes no representations, guarantees or warranties, express or implied, whatsoever, regarding the accuracy, reliability, completeness, merchantability, or fitness of the Output, including for Your specific use case or Your particular purpose.
8. The use of the Output is at Your sole discretion and risk and You shall be the sole responsible for the Input and the Output provided (including,  from content and language perspectives). It is solely Your responsibility to review, verify, test, and modify any Output before deploying or using it in any production environment. You are responsible for ensuring that any Output You use, complies with all applicable laws, regulations, security, compliance, and operational requirements and third-party terms, including but not limited to data protection, security, and intellectual property laws. By using AI Services, You understand the risks and responsibilities and agree to assume full accountability for any Output You implement or distribute. 
9. AI Agents: AI Agents (including prebuilt agents and custom-generated agents) can make changes to connected systems, which might pose risks if granted to unauthorized users or misused. It is Your responsibility to carefully review, verify, and test each AI Agent and consider its potential outcomes before permitting user access or background processes to execute it.
10. AI Agent Builder: The AI Agent Builder generates custom code created by AI. Such AI-generated code may contain errors or inaccuracies (“hallucinations”) and should not be relied upon without thorough human review and testing. It is Your responsibility to review, verify, and test all code created by You or Your users before executing it.
11. AI Connections: AI Connections enable integration with external systems. When using AI Connections (including prebuilt or custom-generated connections), You must comply with the terms, conditions, and policies of the external system provider. SysAid is not responsible for Your usage of external APIs or Your compliance with third-party requirements. It is clarified that all AI Connections are treated as third-party services under section 16 (Warranty Disclaimer) above of these Terms & Conditions. 
12. The usage of the AI Agent is limited to 5,000 (five thousand) agent executions per month. Any remainder of agent execution that was not fully used during a month, shall not be shifted to the following month. 
13. You acknowledge that no security measures can fully prevent all potential loss, misuse or alteration of personal and other information provided as Input, and therefore, SysAid and any of its affiliates shall, to the fullest extent permitted by law, not be liable for any potential losses or damages arising as a result of SysAid AI Services. 
14. SysAid disclaims any direct, indirect, incidental, special, consequential, or exemplary damages, including but not limited to loss of profits, data, or business opportunities, arising out of or in connection with the use of the AI Services. This limitation applies even if SysAid has been advised of the possibility of such damages. SysAid reserves the right to modify or discontinue any of the AI Services, at any time without liability. 
15. You may not use the AI Services and/or LLM to process any category of confidential information or sensitive information. You shall not use any AI Services in violation of applicable laws or third-party rights or for unethical purposes. Except for the rights expressly granted under this document, no other rights, or permissions to access or use any of the AI Services are granted to You.
16. You shall not: (i) use output from the AI Services  to develop models that compete with  SysAid and/or OpenAI and/or Azure and/or AWS BedRock;  (ii) disclose to any third party information related to the AI Services which shall all be considered SysAid’s Confidential Information (iii) use any automated or programmatic method to extract data or output from the AI Services, including scraping, web harvesting, or web data extraction; (iv) represent that Output was human-generated when it is not or otherwise violate this Agreement, the applicable policies by OpenAI, Azure and AWS BedRock(v) send or process any personal information of children under 13 or the applicable age of digital consent in connection with the AI Services; or (vi) use any AI Services in violation of applicable laws or third-party rights or for unethical purposes. To the extent that you use the AI Services to process any health information, Personal Information, financial information or any other category of Confidential Information or sensitive information, as defined under applicable laws: (i) you shall only do so in compliance with all applicable law, including the requirements to provide all necessary notices and policies to comply with all transparency requirements (as required under applicable law), (ii) you have and shall maintain all necessary rights, legal basis and consents required under applicable law to provide personal information to the AI Services and to use such personal information in accordance with these Terms, and (iii) you shall bear all responsibility and be solely liable for the use of the AI Services, you hereby agree to indemnify SysAid for any third-party claim it receives in connection with your use of the AI Services in breach of any applicable data protection law, privacy, or confidentiality right of any third party.

  SysAid AI Services may include (but are not limited) to the following functionalities and services: 

1. SysAid Copilot for End Users (Virtual Support Agent)
2. SysAid Copilot for Agent (Virtual Support Agent)
3. SysAid AI Agent Builder 
4. SysAid AI Agents