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Terms of Service

Last updated: March 1, 2026

1. Acceptance of Terms

By accessing or using the RAUM AI platform ("Service"), you agree to be bound by these Terms of Service. If you are using the Service on behalf of an organization, you agree to these terms on behalf of that organization and represent that you have the authority to do so.

2. Description of Service

RAUM AI provides an autonomous AI support platform that integrates with Zendesk to assist with customer support ticket resolution. The Service includes AI-generated responses, automated actions, knowledge base search, ticket enrichment, analytics, and related capabilities delivered through a Zendesk marketplace application and web-based administration portal.

3. User Responsibilities

As a user of the Service, you agree to:

  • Provide accurate and complete information when creating your account
  • Maintain the security of your API keys and credentials
  • Comply with all applicable laws and regulations in your use of the Service
  • Not use the Service to process data that violates any applicable privacy laws
  • Review AI-generated content before it is sent to end customers when required by your organization's policies

4. Service Level Agreement

RAUM AI commits to 99.9% platform uptime for Professional and Enterprise plans. In the event of unplanned downtime exceeding this threshold, customers are eligible for service credits as detailed in their subscription agreement. Scheduled maintenance windows will be communicated at least 48 hours in advance and are excluded from uptime calculations.

5. Payment & Billing

The following terms apply to paid subscriptions and purchases:

  • Our order process, billing management, and subscription handling are conducted by our online reseller and partner Paddle.com. Paddle.com is the Merchant of Record (MoR) for all our platform subscriptions, upgrades, and purchases. Paddle handles all customer service inquiries related to billing, tax invoicing, payment processing, chargebacks, and returns/refunds.
  • Subscriptions are billed monthly or annually in advance, based on your selected billing cycle, and are processed securely through Paddle's network.
  • Annual plans receive a 20% discount and are billed as a single upfront payment.
  • Auto-resolution overages are billed monthly in arrears at the per-resolution rate for your plan tier.
  • Price changes will be communicated at least 30 days before taking effect and apply at your next billing cycle.
  • Refunds are governed by our dedicated Refund Policy. Refunds for annual plans are available on a pro-rata basis within the first 30 days of the subscription period.
  • Free trial periods are 14 days. No credit card is required to start a trial. If you do not subscribe at the end of the trial, your account will be deactivated and data retained for 30 days.

6. Acceptable Use

You may not use the Service to:

  • Abuse, overload, or interfere with the platform's infrastructure or other customers' use of the Service
  • Reverse engineer, decompile, or attempt to extract the source code of the Service
  • Use the Service for competitive benchmarking or to build a competing product
  • Exceed documented rate limits or circumvent usage quotas
  • Process, store, or transmit data in violation of applicable laws, including data protection regulations
  • Use the Service to generate spam, phishing content, or misleading communications
  • Share your account credentials or API keys with unauthorized third parties

7. API Usage Terms

Access to the RAUM AI API is subject to rate limits documented in our API documentation. Your organization is responsible for securing your API keys and ensuring they are not exposed in client-side code or public repositories. Auto-resolution quotas are metered per your subscription tier; usage beyond your included quota is billed as overage at the rate specified in your plan. We reserve the right to throttle or suspend API access in cases of abuse or excessive load that degrades service for other customers.

8. Intellectual Property

The Service, including all software, algorithms, and documentation, is the intellectual property of RAUM AI, Inc. Your data remains your property at all times. We claim no ownership over customer data processed through the Service. AI-generated responses produced by the Service are considered work product created on your behalf, and you retain full rights to use them.

9. BYOK & Third-Party AI Disclaimer

RAUM AI's Bring Your Own Key (BYOK) feature allows you to connect your own AI provider API keys (OpenAI, Anthropic, Google Gemini). When using BYOK, your ticket data is sent directly to your chosen AI provider and is governed by that provider's privacy policy and terms of service. RAUM AI is not responsible for:

  • Outages, rate limits, or service disruptions at your chosen AI provider
  • Changes to pricing, models, or capabilities by the AI provider
  • The accuracy, bias, or quality of responses generated by the AI provider's models
  • Data handling practices of the AI provider beyond what their terms specify

You are responsible for ensuring that your use of third-party AI services complies with the provider's terms and any applicable regulations in your jurisdiction.

10. Modifications to Service

We continuously improve the RAUM AI platform and may modify, add, or remove features with reasonable notice. For material changes that reduce functionality available on your current plan, we will provide at least 30 days' notice via email. We maintain backward compatibility for documented API endpoints for a minimum of 90 days following any deprecation notice.

11. Limitation of Liability

RAUM AI provides AI-generated responses as suggestions. While our four-step reasoning pipeline is designed to be accurate and helpful, we do not guarantee the accuracy of AI-generated content. Users should implement appropriate review workflows as needed for their use case. To the maximum extent permitted by law, RAUM AI's total liability for any claims arising from or related to the Service shall not exceed the fees paid by you in the 12 months preceding the claim.

12. Termination

Either party may terminate the subscription with 30 days written notice. Upon termination, we will securely delete all customer data within 30 days and provide a data export upon request. We may immediately suspend or terminate your access if you materially breach these terms, including violations of the Acceptable Use policy, non-payment after 15 days' notice, or activity that threatens platform security or other customers.

13. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the State of Delaware, United States, without regard to its conflict of law provisions. Any legal proceedings shall be subject to the exclusive jurisdiction of the federal and state courts located in Delaware.

14. Dispute Resolution

Before initiating any formal dispute resolution process, both parties agree to attempt to resolve disputes informally by contacting each other in writing and negotiating in good faith for a period of at least 30 days.

If informal resolution is unsuccessful, disputes shall be resolved through binding arbitration administered by the American Arbitration Association under its Commercial Arbitration Rules. The arbitration shall be conducted in English and held in Delaware or remotely by mutual agreement.

You agree that any dispute resolution proceedings will be conducted only on an individual basis and not in a class, consolidated, or representative action. If for any reason a claim proceeds in court rather than arbitration, both parties waive any right to a jury trial.

15. Contact

For questions about these Terms of Service, please contact us at [email protected].