Terms of Service

1. Acceptance of Terms

By accessing or using GenticFlow Ltd.'s IT support platform ("Service"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, do not use the Service.

2. Description of Service

GenticFlow Ltd. provides software that automates repetitive endpoint IT support. The Service includes, but is not limited to:

• AI-assisted endpoint investigation and approved fixes for IT issues on managed endpoints
• Command execution with configurable approval policies (single-approver and multi-approver strategies)
• Cross-environment investigation across connected ticketing, monitoring, identity, and cloud systems
• Workflow orchestration for multi-step support resolution and custom procedures
• End-user chat and a secure client portal for requesting and following support
• Knowledge base and document management for support content
• Monitoring, alerting, and fleet-wide investigation of recurring issues
• Lightweight endpoint agent for Windows, macOS, Linux, and FreeBSD
• Remote support tools (terminal access, screen sharing, file transfer) for technician use
• Mobile applications for technicians on iOS and Android
• Bidirectional integration with third-party ticketing, RMM, monitoring, identity, and security systems
• Complete case history for commands, findings, approvals, and verification results
• Multi-tenant deployment for MSPs managing multiple client environments

Mobile applications are distributed through the Apple App Store and Google Play and are additionally subject to the applicable app store terms.

The Service may evolve over time. We may add, modify, or discontinue features at our discretion with reasonable notice for material changes.

3. Artificial Intelligence

The Service uses artificial intelligence, including large language models operated by third-party providers, to investigate issues, recommend and carry out fixes, respond to end-user chat, and generate related content such as summaries and ticket notes.

• AI output is generated by statistical models and may be inaccurate, incomplete, or unsuitable for your environment. You are responsible for reviewing AI findings and recommendations before relying on them.
• AI models can also be affected by adversarial content embedded in the data they process, including attempts to manipulate model behavior through crafted text in files, logs, tickets, or messages (commonly called prompt injection). We apply safeguards designed to reduce these risks but cannot guarantee they will prevent every such event.
• Approval policies are your control point for AI-recommended actions. You are responsible for configuring approval policies appropriately and for every action you approve. Where you configure automations to run without technician approval, you accept responsibility for the results of those automations and, subject to Section 16 (Limitation of Liability), we are not liable for losses arising from actions that ran without technician approval as a result of erroneous AI output or adversarial third-party content.
• The Service provides human oversight controls, including approval policies and a complete case history of commands, findings, approvals, and verification results. You are responsible for your own regulatory compliance when deploying AI in your environment, including any obligations that apply to you under the EU AI Act, and for using these controls as appropriate to meet those obligations.
• Data processed by AI features is handled as described in our Privacy Policy and DPA, including the third-party AI providers we use. We do not use your Customer Data to train our own AI models, and we select third-party AI providers whose commercial API terms state that data submitted through their APIs is not used to train their models.
• Plans may include an AI usage allowance as described in Section 6.6 (AI Usage Allowances).

4. Account Registration

You must:

• Provide accurate, current, and complete registration information
• Maintain and promptly update your account information
• Maintain the security of your account credentials
• Be at least 18 years old
• Notify us immediately of any unauthorized account access

5. Acceptable Use

5.1 Permitted Uses

You may use the Service for:

• IT support and troubleshooting for your organization
• Endpoint monitoring and diagnostics
• Workflow automation and integration with approved systems

5.2 Prohibited Uses

You may NOT:

• Use the Service for any unlawful purpose
• Attempt to gain unauthorized access to our systems or other users' data
• Reverse engineer, decompile, or disassemble the Service
• Use the Service to transmit malware, viruses, or harmful code
• Overload or interfere with Service infrastructure
• Resell or redistribute the Service without authorization
• Perform load testing, stress testing, security scanning, or penetration testing without prior written permission, as such testing may only be performed by GenticFlow Ltd. or a party explicitly authorized and managed by GenticFlow Ltd.
• Use automated scraping, bots, or excessive API calls that degrade Service performance
• Circumvent rate limits, access controls, or security measures
• Use the Service to control or support high-risk environments such as critical infrastructure, industrial systems, nuclear facilities, medical equipment, or aviation systems
• Use the Service to operate, control, or automate safety-critical systems where failure could result in physical injury, environmental damage, or major operational disruption

6. Subscription and Billing

6.1 Ordering

You may order the Service directly from GenticFlow Ltd. or through an authorized reseller or distributor. These Terms govern your access to and use of the Service regardless of how you order. Where you order through a reseller or distributor, your payment terms are agreed with that party, and we may suspend the Service if we do not receive payment for your subscription through that channel.

6.2 Fees

• Subscription fees are based on number of endpoints and service tier
• Fees are billed in advance for the subscription term and billing interval selected in your order; monthly, annual, and longer multi-month terms may be offered, and some terms may require a minimum commitment
• All fees are non-refundable except as expressly set out in these Terms or as required by law

6.3 Payment

• You authorize us, or the billing entity or distributor identified in your order, to charge your payment method on file
• If payment fails, we may suspend Service access after notice
• You are responsible for all taxes associated with your subscription

6.4 Automatic Renewal

Subscriptions renew automatically at the end of each subscription term for a further term of the same length, at the then-current fees, unless you cancel before the end of the current term. We will notify you in advance of any fee change taking effect at renewal.

6.5 Plan Changes

You may change your plan or endpoint count during a subscription term:

• Upgrades take effect immediately, and we charge a prorated fee for the remainder of the current term
• Downgrades take effect at the end of the current term unless we agree otherwise
• Plans differ in the features and capability modules they include. Changing plans may remove features you currently use, and automations or workflows that depend on a removed capability will stop running. You are responsible for reviewing what a plan includes before changing to it.

6.6 AI Usage Allowances

Plans may include an AI usage allowance per endpoint, as described in your order or on our pricing page. Allowances are subject to fair use: we do not charge automatic metered overage fees, but if your usage consistently and materially exceeds your allowance we may require you to move to an appropriate plan or agree revised terms with you. If your usage substantially exceeds your allowance, we may also apply reasonable technical limits to AI functionality, such as rate limits, to protect the Service and manage third-party AI costs; where practical we will notify you when such limits are applied. If you configure the Service to use your own AI model or API key, that usage is billed by and governed by your agreement with the relevant model provider, and included allowances do not apply to it.

6.7 Price Adjustments

We may adjust subscription fees once in any 12-month period, including during a committed subscription term, by no more than the annual percentage change in the Harmonised Index of Consumer Prices (HICP) published by Eurostat plus 2%. If the index change is negative it is treated as zero. Indexed adjustments take effect no earlier than 30 days after we notify you and apply from your next billing date. If an indexed adjustment is applied during a committed subscription term, you may reject it by terminating the affected subscription without penalty, effective on the date the adjustment would first apply, by notifying us before that date. Any increase above this cap takes effect only at renewal, as described in Section 6.4.

7. Endpoint Agent Installation

By deploying endpoint agents, you represent, warrant, and agree:

• You have lawful authority to install monitoring and remote access software on target systems
• You are solely responsible for compliance with all applicable monitoring, labor, and privacy laws, including employee notification and consent requirements where applicable
• You have obtained all necessary consents from device owners and users
• Agents will collect system diagnostics and operational data as described in our Privacy Policy
• Agents run with necessary permissions to perform support functions
• You will deploy agents only on endpoints you own or have authorization to manage

Unauthorized Deployment: If you deploy agents on systems without proper authorization or in violation of applicable laws, you assume full responsibility for any resulting claims, damages, or legal consequences. GenticFlow Ltd. may immediately suspend your account and terminate these Terms. You agree to indemnify and hold GenticFlow Ltd. harmless from any third-party claims arising from your deployment of agents.

8. Data and Privacy

Our Privacy Policy governs data collection and use.

• You retain ownership of your Customer Data and Device Diagnostic Data
• GenticFlow Ltd. retains all rights to Aggregated Data, even if derived from your data
• You are the Data Controller; GenticFlow Ltd. acts as Data Processor on your behalf
• Data processing is governed by our Data Processing Agreement (DPA)

9. Customer Responsibilities

You are responsible for:

• Configuring and securing your accounts, credentials, and access controls
• Ensuring only authorized users access the Service
• The actions of your users within the platform
• Configuring workflows and automations responsibly
• Ensuring automations do not cause harm to systems or data
• Maintaining backups of all critical data and configurations
• Compliance with laws governing employee monitoring, device management, and data protection
• Promptly notifying us of any suspected security incidents or unauthorized access

10. Service Level and Support

10.1 Uptime Targets

• Standard subscriptions: 99.5% uptime target
• Enterprise agreements: 99.9% uptime target with 24/7 support

These are service level targets, not warranties. Service credits, if any, are provided only under a separate Service Level Agreement (SLA) executed with Enterprise customers. Uptime targets do not apply during scheduled maintenance, emergency maintenance, or circumstances beyond our reasonable control.

10.2 Maintenance

We may perform scheduled maintenance with advance notice. Emergency maintenance may occur without notice. Scheduled maintenance windows are excluded from uptime calculations.

10.3 Support

Support availability and response times vary by subscription tier. Premium support terms are specified in your subscription agreement.

11. Third-Party Services

The Service may integrate with or depend on third-party services (including but not limited to Microsoft, Google, cloud providers, AI model providers, and other vendors).

• GenticFlow Ltd. is not responsible for the availability, accuracy, or performance of third-party services
• GenticFlow Ltd. is not liable for the acts, omissions, failures, or security of third-party providers
• Third-party services are governed by their own terms and privacy policies
• We do not guarantee continued availability of any third-party integration
• Changes to third-party APIs or services may affect Service functionality
• You are responsible for maintaining your own accounts and credentials with third-party services

12. Service Modifications

We may modify, suspend, or discontinue any part of the Service at any time. We are not liable for any impact caused by such changes. We will provide reasonable notice for material changes that significantly affect your use of the Service.

13. Security

We implement commercially reasonable technical and organizational measures to protect Customer Data. However, no method of transmission or storage is completely secure, and we do not guarantee absolute security. You must also secure your own systems, credentials, and access controls.

14. Data Backups

We maintain encrypted backups of platform data for durability and disaster recovery. These backups exist to restore the Service as a whole and do not provide selective restoration of individual customer data unless explicitly stated in your subscription plan. You remain responsible for maintaining appropriate backups of data, configurations, and systems outside the Service, and for exporting any data you need to retain.

15. Intellectual Property

The Service, including software, documentation, and content, is owned by GenticFlow Ltd. and protected by intellectual property laws. You receive a limited license to use the Service per these Terms.

16. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, GENTICFLOW LTD. SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOSS OF PROFITS, DATA, BUSINESS, OR GOODWILL. THIS APPLIES TO ALL USERS: PAYING CUSTOMERS, PILOT PARTICIPANTS, FREE TRIALS, AND EVALUATIONS.

OUR TOTAL LIABILITY ARISING OUT OF OR RELATED TO THE SERVICE OR THESE TERMS, WHETHER IN CONTRACT, TORT (INCLUDING NEGLIGENCE), STRICT LIABILITY, OR OTHERWISE, SHALL NOT EXCEED THE FEES PAID OR PAYABLE BY YOU FOR THE SERVICE IN THE THREE MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM.

NOTHING HEREIN LIMITS LIABILITY FOR DEATH, PERSONAL INJURY, FRAUD, OR ANY LIABILITY THAT CANNOT BE EXCLUDED BY LAW.

We are not liable for data loss, corruption, or system issues resulting from your configurations, automations, scripts, workflows, or user actions.

17. Warranties Disclaimer

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND. WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. WE DO NOT WARRANT UNINTERRUPTED, ERROR-FREE, OR SECURE OPERATION. YOU USE THE SERVICE AT YOUR OWN RISK.

NO MISSION-CRITICAL USE: THE SERVICE IS NOT DESIGNED FOR USE IN LIFE-SUPPORT, EMERGENCY SERVICES, SAFETY-CRITICAL, OR MISSION-CRITICAL SYSTEMS. YOU AGREE NOT TO USE THE SERVICE WHERE FAILURE COULD RESULT IN PERSONAL INJURY, DEATH, OR SEVERE PROPERTY OR ENVIRONMENTAL DAMAGE. You acknowledge and agree that any use in violation of this section is a material breach of these Terms.

18. Free Trials, Pilots, and Evaluations

If you use the Service under a free trial, pilot program, proof-of-concept, or evaluation:

• The Service is provided without uptime guarantees or support obligations
• We may terminate your access at any time without notice
• All disclaimers and limitations of liability apply in full
• Data may be deleted upon trial expiration

19. Beta and Preview Features

Beta, preview, or experimental features are provided "AS IS" with no warranties. They may be unstable, discontinued without notice, and are not covered by any SLA. You assume all risk. GenticFlow Ltd. has no liability for damages arising from Beta Features.

20. Termination

20.1 By You

You may cancel your subscription at any time. Access continues until end of billing period.

20.2 By Us (For Cause)

We may suspend or terminate your account immediately for:

• Violation of these Terms
• Non-payment after notice
• Illegal or harmful activity

20.3 By Us (Without Cause)

We may terminate the Service for any reason with at least 30 days' notice, provided that such termination does not occur before the end of any active paid subscription period. In such cases, we will use commercially reasonable efforts to provide a pro-rata refund for any prepaid fees covering the period after termination. Termination does not relieve you of any outstanding payment obligations accrued before the termination date.

21. Changes to Terms

We may modify these Terms with 30 days' notice. Continued use constitutes acceptance of modified Terms.

22. Governing Law

These Terms are governed by the laws of Ireland, without regard to conflict of law provisions.

23. Dispute Resolution

Business Use Only: These Terms are intended for business use. The Service is not intended for consumer use.

Any dispute arising from these Terms shall first be resolved through good-faith negotiation. If unresolved within 30 days, disputes shall be submitted to binding arbitration in Dublin, Ireland, under the rules of the Chartered Institute of Arbitrators. Either party may seek injunctive relief in courts of competent jurisdiction. Except for claims seeking injunctive relief or claims that cannot legally be arbitrated, neither party may bring a class action or class arbitration.

Notwithstanding the above, if mandatory consumer protection laws in your jurisdiction grant you rights that cannot be waived, those rights shall apply. Nothing in this section shall prevent you from bringing issues to the attention of applicable regulatory authorities.

24. Indemnification

You agree to indemnify, defend, and hold harmless GenticFlow Ltd., its officers, directors, employees, and agents from any claims, damages, losses, liabilities, and expenses (including legal fees) arising from:

• Your use of the Service
• Your violation of these Terms
• Your violation of any third-party rights
• Your deployment of endpoint agents on unauthorized systems

25. Force Majeure

Neither party shall be liable for delays or failures in performance resulting from circumstances beyond reasonable control, including but not limited to: acts of God, natural disasters, war, terrorism, riots, embargoes, acts of civil or military authorities, fire, floods, accidents, strikes, or shortages of transportation, facilities, fuel, energy, labor, or materials.

26. Severability

If any provision of these Terms is found to be unenforceable or invalid by a court of competent jurisdiction, that provision shall be limited or eliminated to the minimum extent necessary, and the remaining provisions shall remain in full force and effect.

27. Assignment

You may not assign or transfer these Terms or your rights hereunder without GenticFlow's prior written consent. GenticFlow may assign these Terms in connection with a merger, acquisition, corporate reorganization, or sale of all or substantially all of its assets, with written notice provided concurrently with or promptly after completion of the transaction. Any attempted assignment in violation of this section shall be void.

28. Feedback

Any feedback, suggestions, ideas, or other information you provide to GenticFlow regarding the Service ("Feedback") may be used by GenticFlow without restriction or obligation, and is provided to GenticFlow without any expectation of compensation or confidentiality. You grant GenticFlow a perpetual, irrevocable, worldwide, royalty-free license to use, modify, incorporate, and commercialize any Feedback without compensation or attribution to you.

29. Confidentiality

Both parties agree to keep confidential all non-public information received from the other party and use it only for purposes of these Terms.

30. Survival

The following sections survive termination: Intellectual Property, Limitation of Liability, Warranties Disclaimer, Indemnification, Governing Law, Dispute Resolution, Confidentiality, and any provisions intended to survive.

31. Entire Agreement

These Terms, together with the Privacy Policy, Data Processing Agreement (DPA), and any other agreements expressly incorporated by reference, constitute the entire agreement between you and GenticFlow regarding the Service. These Terms supersede all prior agreements, representations, and understandings.

32. Export Controls and Sanctions

You represent and warrant that you are not located in, under the control of, or a national or resident of any country subject to EU, UK, or US sanctions or embargoes. You agree not to use the Service in any manner that would violate applicable export control laws or sanctions regulations. You will not permit access to the Service by persons or entities on any applicable restricted party lists.

33. Contact

For questions about these Terms contact:
GenticFlow Ltd.
Email: [email protected]