Terms of Service

1. Agreement to Terms

By accessing or using Neuralicity's website and services, you agree to be bound by these Terms of Service ("Terms"). If you disagree with any part of these terms, you may not access our services.

2. Services

2.1 Service Description

Neuralicity provides a managed voice AI platform for professional services. The service deploys and operates phone agents that answer inbound calls, qualify inquiries, schedule appointments, warm transfer urgent calls, and send post-call summaries.

2.2 Scope of the Base Service

• Channel: phone only.
• Language: English.
• Persona and intents: one agent persona with up to three primary intents per account.
• Scheduling: one supported calendar integration via OAuth, Google Calendar or Microsoft Outlook Calendar.
• Summaries: one outbound summary method per account, either webhook using Neuralicity’s standard payload or email.
• Change management: up to one configuration change request per week included in the base plan.
• Transcripts and recordings: disabled by default. May be enabled by the customer and then subject to the retention policy in Section 6.
• Provisioning: Neuralicity completes configuration from customer inputs, runs synthetic test calls, and activates the agent.

2.3 Exclusions from the Base Service

• Legal, medical, or financial advice.
• Payments collection by phone.
• Multi-language agents.
• Complex IVR trees that exceed eight nodes or any per-tenant custom code.
• Deep EHR or phone switch integrations and multi-CRM field mapping beyond Neuralicity’s standard webhook schema.
• Real-time human quality monitoring, bespoke analytics, or custom machine learning models.
• HIPAA Business Associate obligations unless covered by a signed Business Associate Agreement.

2.4 Customer Responsibilities

• Provide accurate business information, escalation numbers, and calendar access.
• Ensure lawful call recording consent where required by jurisdiction.
• Maintain working call forwarding or number provisioning and notify Neuralicity of changes.
• Review and approve configuration prior to go-live and after requested changes.

2.5 Service Targets

• Provisioning target: activation typically completed within three business days after receipt of complete inputs.
• Change request target: processed within three business days. Priority 1 incidents receive a first response within one business day.
• Targets are goals, not guarantees, unless a separate Service Level Agreement is executed.

2.6 Data Handling and Retention

• Data minimization: Neuralicity requests only information necessary to perform the service.
• Transcripts and recordings: off by default. If enabled, the default retention period is 30 days unless otherwise agreed in a Data Processing Addendum.
• Redaction: Neuralicity applies redaction to common personal identifiers within transcripts where technically feasible.
• Security: access is limited to authorized personnel. Additional obligations may apply under a Data Processing Addendum or Business Associate Agreement.

2.7 Integrations and Webhooks

• Calendars: Google Calendar or Microsoft Outlook Calendar via OAuth.
• Webhooks: Neuralicity delivers event payloads using a documented schema. The customer maintains reachable endpoints.

2.8 Beta or Pilot Features

Features marked beta or pilot are provided as is, may change without notice, and may have different limits or reliability characteristics.

Incorporated documents. If an Order Form, Service Level Agreement Addendum, Data Processing Addendum, or Business Associate Agreement is executed, each is incorporated into these Terms and will control in the event of a conflict with this Section 2. See the Service Level Agreement Addendum and the Data Processing Addendum.

3. Intellectual Property

3.1 Our Property

All content, features, and functionality of our website and services are owned by Neuralicity and protected by international copyright, trademark, and other intellectual property laws.

3.2 Your Use

You may not:

• Copy or modify our materials without permission
• Use our intellectual property for commercial purposes
• Remove any copyright or proprietary notices

4. User Responsibilities

You agree to:

• Provide accurate information
• Maintain confidentiality of any access credentials
• Use our services in compliance with applicable laws
• Not engage in unauthorized access or use of our systems

5. Limitation of Liability

5.1 Disclaimer

Our services are provided "as is" without warranties of any kind, either express or implied.

5.2 Liability Cap

Our liability for any claim arising from these Terms or our services shall not exceed the amount paid by you for the services in question.

6. Confidentiality

6.1 Definition

Confidential Information includes non-public information shared during our business relationship.

6.2 Protection

Both parties agree to:

• Maintain confidentiality of shared information
• Use reasonable security measures
• Limit access to authorized personnel

7. Term and Termination

7.1 Duration

These Terms remain effective until terminated by either party.

7.2 Effect of Termination

Upon termination:

• Access to services will cease
• Confidentiality obligations continue
• Payment obligations remain

8. General Provisions

8.1 Governing Law

These Terms are governed by the laws of Delaware, without regard to conflicts of law principles.

8.2 Modifications

We reserve the right to modify these Terms at any time. Changes will be effective upon posting to our website.

8.3 Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.

9. Contact Information

For questions about these Terms, contact us at: legal@neuralicity.com