Terms of Service

Welcome to Axidion. These Terms of Service ("Terms") govern your access to and use of Axidion's compliance intelligence platform, including CallGuard RT, AuditFlow, and related services (collectively, the "Services"). By accessing or using our Services, you agree to be bound by these Terms.

1. Definitions

• "Customer," "you," or "your" refers to the organization or individual accessing our Services
• "Axidion," "we," "us," or "our" refers to Axidion and its affiliates
• "Services" refers to CallGuard RT, AuditFlow, and any related compliance tools
• "Compliance Data" refers to compliance events, scores, and reports generated by our Services
• "Customer Data" refers to data you provide or that flows through our Services from your systems

2. Services Description

2.1 CallGuard RT

CallGuard RT provides real-time compliance monitoring and agent guidance for contact centers using Amazon Connect. The service analyzes live call transcriptions to detect compliance-relevant events and provides instant guidance to agents.

2.2 AuditFlow

AuditFlow provides automated post-call compliance analysis, scoring, and reporting. The service generates audit-ready documentation for regulatory compliance requirements.

2.3 Service Availability

We strive to maintain 99.9% service availability. However, we do not guarantee uninterrupted access to the Services. Scheduled maintenance will be communicated in advance when possible.

3. Account and Access

3.1 Account Registration

To use our Services, you must create an account and provide accurate, complete information. You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account.

3.2 Access Requirements

Our Services require integration with your Amazon Connect instance. You are responsible for:

• Granting necessary AWS IAM permissions for integration
• Ensuring your Amazon Connect configuration supports our Services
• Maintaining valid AWS credentials and subscriptions

3.3 Access Revocation

You may revoke our access to your Amazon Connect instance at any time by removing the IAM permissions granted during setup. Upon revocation, Services will immediately cease, though historical Compliance Data may be retained per your data retention agreement.

4. Data Handling

4.1 Customer Data Ownership

You retain all rights to your Customer Data. We process Customer Data solely to provide the Services and do not use it for any other purpose without your explicit consent.

4.2 Compliance Data

Compliance Data generated by our Services is owned by you. We provide tools to export this data in standard formats. You may request deletion of Compliance Data subject to regulatory retention requirements.

4.3 Data Processing Agreement

For customers subject to GDPR or similar regulations, we offer a Data Processing Agreement (DPA) upon request. For HIPAA-covered entities, we offer a Business Associate Agreement (BAA).

5. Acceptable Use

5.1 Permitted Uses

You may use our Services to:

• Monitor contact center calls for compliance with applicable regulations
• Provide real-time guidance to agents on compliance matters
• Generate compliance reports and audit documentation
• Analyze compliance trends and identify training opportunities

5.2 Prohibited Uses

You may not use our Services to:

• Violate any applicable laws or regulations
• Monitor calls without appropriate consent where required by law
• Attempt to reverse engineer, decompile, or disassemble our software
• Share account credentials or allow unauthorized access
• Interfere with or disrupt the integrity of our Services
• Use the Services for purposes other than compliance monitoring

6. Fees and Payment

6.1 Pricing

Service fees are based on your selected plan and usage. Current pricing is available upon request and will be detailed in your service agreement. We reserve the right to modify pricing with 30 days' notice.

6.2 Payment Terms

Invoices are issued monthly and are due within 30 days of receipt. Late payments may result in service suspension and may incur interest charges as permitted by law.

7. Intellectual Property

7.1 Our IP

Axidion and its licensors retain all rights to the Services, including all software, algorithms, user interfaces, and documentation. These Terms do not grant you any rights to our intellectual property except the limited right to use the Services as described herein.

7.2 Feedback

If you provide feedback or suggestions about our Services, we may use this information to improve our products without obligation to you.

8. Warranties and Disclaimers

8.1 Service Warranty

We warrant that the Services will perform substantially as described in our documentation. If the Services fail to meet this warranty, your exclusive remedy is for us to use commercially reasonable efforts to correct the non-conformity.

9. Limitation of Liability

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

OUR TOTAL LIABILITY FOR ANY CLAIMS ARISING FROM THESE TERMS OR YOUR USE OF THE SERVICES SHALL NOT EXCEED THE FEES PAID BY YOU IN THE TWELVE (12) MONTHS PRECEDING THE CLAIM.

10. Indemnification

You agree to indemnify and hold harmless Axidion and its officers, directors, employees, and agents from any claims, damages, losses, or expenses (including reasonable attorneys' fees) arising from: (a) your use of the Services; (b) your violation of these Terms; or (c) your violation of any applicable law or regulation.

11. Term and Termination

11.1 Term

These Terms are effective when you first access the Services and continue until terminated. Paid subscriptions have the term specified in your service agreement.

11.2 Termination

Either party may terminate these Terms: (a) for convenience with 30 days' written notice; (b) immediately if the other party materially breaches these Terms and fails to cure within 30 days of notice; or (c) immediately if the other party becomes insolvent.

11.3 Effect of Termination

Upon termination: (a) your access to the Services will cease; (b) you remain responsible for any fees owed; (c) we will provide a reasonable period to export your Compliance Data; and (d) provisions that by their nature should survive will survive termination.

12. General Provisions

12.1 Governing Law

These Terms are governed by the laws of the State of Delaware, without regard to conflict of law principles. Any disputes shall be resolved in the state or federal courts located in Delaware.

12.2 Modifications

We may modify these Terms at any time. We will notify you of material changes via email or through the Services. Continued use after changes constitutes acceptance of the modified Terms.

12.3 Entire Agreement

These Terms, together with any service agreements and our Privacy Policy, constitute the entire agreement between you and Axidion regarding the Services.

12.4 Severability

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

12.5 Assignment

You may not assign these Terms without our prior written consent. We may assign these Terms in connection with a merger, acquisition, or sale of assets.