End User Terms 

These terms are incorporated into and form part of each Agreement with Ami for use or access of the Licensor’s conversational artificial intelligence known as “Ami”. The Licensor for the purpose of this Agreement shall be Ami as set out in the Order. 

1. Orders 

1.1 The Order may be executed or otherwise accepted by the Licensor, or by a Reseller on behalf of (and as an agent for) the Licensor. 

1.2 When an Order is placed through a Reseller, an Agreement is formed between the Customer and the Licensor for the provision of Services. The Licensor may require the Reseller to provide certain of the Services to the Customer on its behalf. However, if other services or obligations are set out in the Order, or other terms are agreed in the Order, those shall be the services, obligations, and terms of the Reseller (and shall form an agreement between the Customer and the Reseller separate to the Agreement between the Customer and the Licensor). 

1.3 If the Order contains orders for several different Services, an Agreement incorporating these terms and the relevant order details is formed for each such Service. 

2. Subscription 

2.1 Each Agreement shall commence on the Effective Date and continue for the Licence Term. Except as otherwise stated in the Order the Agreement shall automatically renew at the end of each Licence Term for a further Licence Term (unless notice has been given in accordance with clause 2.2). 

2.2 The Customer shall be entitled to terminate the Agreement by giving the Licensor not less than six (6) months’ written notice, such notice to expire at or after the end of the first Licence Term. The Licensor may terminate this Agreement by giving the Customer not less than one (1) month’s written notice. 

3. Rights of Use 

3.1 In consideration for the payment of the licence fees and hosting fees (as specified in the Order), the Customer shall be entitled to access and use the relevant Services on a non-exclusive basis for the duration of the Agreement in relation to the Website and the Content, including the right to use the Ami Code Snippet on the Website, and to set-up, configure, test, and operate the Services through the dashboard made available within the Services (“Permitted Use”), and to use the Documentation internally to support such use. The Customer may permit its employees and individual contractors, and any relevant Reseller, to access the Services on its behalf for the purposes of the Permitted Use, provided that the Customer shall remain liable for any such access. 

3.2 The Customer must only access and use the Services in accordance with the Documentation and Applicable Law. 

3.3 The Customer must not: (a) use Ami Code Snippet, or access or use the Services or Documentation, other than for the Permitted Use; (b) use or access the Services in conjunction with any Website or Content which is pornographic, obscene, offensive, racist, abusive, harassing, bullying, violent, criminal, discriminatory, biased, libellous, defamatory, unlawful, illegal or which infringes the rights or any third party or targets vulnerable people; (c) attempt to obtain, or assist third parties in obtaining, access to the Services and/or Documentation, other than as permitted under clause 3.1; or (d) introduce or permit the introduction of, any Virus or Vulnerability into the Licensor’s network and information systems. 

3.4 The Customer shall use all reasonable endeavours to prevent any unauthorised access to, or use of, the Services and/or the Documentation by its personnel or using its materials or equipment. In the event of any such unauthorised access or use, it shall promptly notify the Licensor. 

3.5 The Licensor reserves the right to change and modify the Services and the way in which they are provided from time to time without notice to the Customer. Save where such change or modification is because of Applicable Law, the Licensor shall ensure that this does not have a materially adverse effect on the Customer’s use of the Services. 

4. Performance 

4.1 The Licensor warrants that the Services will comply with the Service Level Agreement. 

4.2 In the event of any defect arising in respect of the Services, and in respect of the above warranty, the Licensor’s sole liability shall be to remedy the defect through the Support Services, and where, in the Licensor’s opinion, remedy is not reasonably possible, the Licensor may terminate the affected Services on written notice to the Customer. 

4.3 The performance and operation of the Services are entirely dependent upon the Content, and the outputs of the Services are produced by processing the Content through learning algorithms. The Customer is responsible for the completeness, accuracy, and availability of the Content. The Licensor shall have no liability for performance of the Services, save as set out in clause 4.1, or for any effect which the Content has on the operation or output of the Services. 

5. Support Services 

5.1 In consideration for the payment of the set-up fees (as specified in the Order), the Customer shall be provided with up to one (1) day of assistance (as required) to set-up the Services. This shall include configuration and testing of the Services in relation to the Website and Content, and dashboard training. Any additional assistance required beyond this shall be charged in addition at the Licensor’s standard rates. 

5.2 In consideration for the payment of the support fees (as specified in the Order), the Customer shall be provided with troubleshooting in respect of any issue, query, or defect, as well as teaching-support (for the artificial intelligence), in relation to the Services. This support shall be accessible via a helpdesk. The Customer shall be informed how to access the helpdesk and the operating hours of the helpdesk from time to time. 

5.3 The Support Services shall be provided with reasonable care and skill and in accordance with Applicable Law. 

6. Fees and Payment 

6.1 The Customer shall pay the Fees in full and without set-off by electronic bank transfer within thirty (30) days of receipt of invoice. 

6.2 Where the Customer has placed the Order with a Reseller, unless otherwise directed by the Licensor, the applicable Reseller shall invoice the Customer for the Fees and the Customer shall pay the Fees to the applicable Reseller. Provided the Customer has not been directed otherwise by the Licensor, payment of the Fees in full to the applicable Reseller shall satisfy the obligation of the Customer to pay the Fees under the Agreement. 

6.3 Unless stated otherwise in the Order, the Customer shall be invoiced for the Fees in respect of: (a) set-up fees, in advance following the date of the Order; (b) licence, hosting, and support fees, on a monthly basis in arrears; and (c) any additional fees, on a monthly basis in arrears. 

6.4 All amounts set out in the Agreement will be exclusive of VAT or any other sales tax, which will be paid at the rate and the manner prescribed by law from time to time. If a payment due under the Agreement is subject to withholding tax, the Customer shall pay such amounts as will ensure that the net receipt, after tax, is the same as it would have been were the payment not subject to withholding tax.

6.5 Any invoice which is paid later than the date on which the relevant sum became due and payable will be paid together with interest which will be automatically applied at an annual rate of 4% above the base rate for the time being of the Bank of England calculated from and including the day the sum became due for payable up to but excluding the date of payment. 

6.6 On 1 April and 1 October each year, the Licensor may increase the Fees in line with the change in the UK Consumer Prices Index (CPIH) since the last such increase. 

7. Intellectual Property Rights 

7.1 The parties acknowledge that: (a) all rights, title, and interests in the Services and Documentation (including the Ami Code Snippet), any enhancements or modifications which are made available or developed from time to time (including where at the request or suggestion of the Customer or in the provision of Support Services), and any material created by the Licensor in providing the Services (including any data generated pursuant to clause 10.6), are owned by the Licensor and its licensors; and (b) all rights, title and interests in the Website and Content are owned by the Customer and its licensors. 

7.2 To the extent necessary for the Licensor to exercise any rights or comply with any obligations under the Agreement, the Customer grants the Licensor a non- exclusive, royalty-free right to access and use the Website and Content. 

8. Indemnity 

8.1 Subject to clause 8.4, the Licensor shall: (a) defend the Customer from and against any legal proceedings brought by a third party alleging that use of the Services or Documentation in accordance with the Agreement infringes the Intellectual Property Rights of any person (a “Customer IPR Claim”); and (b) indemnify the Customer for any amount agreed by the Licensor in settlement of the Customer IPR Claim, or finally awarded by a court of competent jurisdiction against the Customer (with no further right of appeal) as a result of the Customer IPR Claim. 

8.2 In case of any Customer IPR Claim, the Licensor may at its discretion: (i) procure for the Customer a right to continue using the affected element of Services; (ii) replace or modify the affected element of the Services to avoid the infringement; or (iii) terminate the affected Services on written notice to the Customer, in which case the Licensor shall provide the Customer with a pro-rata refund in respect of any Fees paid in advance. 

8.3 The Customer shall: (a) subject to clause 8.4, defend the Licensor from and against any legal proceedings brought by a third party in connection with the Licensor’s use of the Website or Content for the purposes of the Agreement (a “Licensor Claim”); and (b) indemnify the Licensor for any loss, damage, or expense suffered or incurred by the Licensor in connection with a Licensor Claim or a breach by the Customer of clause 3. 

8.4 Either party seeking to rely on the indemnities in clause 8.1 or 8.3 shall: (a) provide the indemnifying party with prompt notice of any circumstances which may reasonably give rise to such a claim and notify the Licensor immediately if such a claim is received; (b) procure that the indemnifying party has conduct of the defence of any such claim; (c) provide such assistance as is reasonably requested by the indemnifying party in relation to defence of a such a claim, at the indemnifying party’s cost; and (d) not take any step involving any payment or admission of liability in relation to such a claim without the indemnifying party’s prior written consent. 

9. Confidentiality 

9.1 Save as provided below, each party (the “Receiving Party”) will not disclose to third parties, nor use for any purpose other than for the proper fulfilment of the purpose of the Agreement, any Confidential Information belonging to or received from the other party (the “Disclosing Party”) under or in connection with the Agreement, without the prior written permission of the Disclosing Party. 

9.2 Each party will further be entitled to disclose Confidential Information to the extent reasonably required: (a) to its employees, officers, representatives and advisers who need to know such Confidential Information for the purposes of carrying out the party’s obligations under the Agreement. Each party shall ensure that its employees, officers, representatives and advisers to whom it discloses such Confidential Information comply with these obligations of confidentiality; and (b) as may be required by law, court of competent jurisdiction or governmental or regulatory authority. 

9.3 Subject to each party’s right to retain copies of all Confidential Information for its internal and regulatory compliance purposes only, the Receiving Party will, where possible, return or destroy all Confidential Information provided by the Disclosing Party in connection with the Agreement upon request within seven (7) days of such request. 

10. Data Protection 

10.1 Each party will comply with all applicable requirements of Privacy Law. In this clause 10, “controller”, “processor”, “data subject”, “personal data”, “processing” and “process” shall have the meanings given in EU/UK Data Protection Law. 

10.2 In relation to any personal data processed by the Licensor as processor on behalf of the Customer as controller, the Customer warrants that: (a) the disclosure of such personal data to the Licensor and its processing by the Licensor for the purpose of the Agreement complies with Privacy Laws; and (b) it has provided the data subjects with information necessary to ensure fair processing and has obtained, and can demonstrate on request, all necessary consents (where required by Privacy Laws) in relation to such personal data. 

10.3 In relation to any personal data processed by the Licensor as processor on behalf of the Customer as controller, where required by Privacy Law, the Licensor shall: (a) process such personal data only on the written instructions of the Customer and for such purposes that the Customer and/or data subjects provide the personal data in order to receive the Services, except where otherwise required by any Applicable Law; (b) shall implement appropriate technical and organisational measures to protect such personal data from accidental or unlawful destruction, and loss, alteration, unauthorised disclosure of, or access to such personal data (a “Security Incident”); (c) ensure that all personnel who have access to and/or process such personal data are obliged to keep the personal data confidential; at the written direction of the Customer, delete or return such personal data and copies thereof to the Customer on termination of the Agreement unless required by Applicable Law to store such personal data; and (d) maintain complete and accurate records and information to demonstrate its compliance with this clause 10 and provide the Customer with such information as is requested by the Customer from time to time for the Licensor to demonstrate its compliance with this clause 10. 

10.4 The Customer consents to the Licensor engaging third party subprocessors to process personal data. The Licensor shall: (a) maintain an up-to-date list of its subprocessors at meetami.ai/subprocessors, which it shall update with details of any change in subprocessors at least 10 days prior to any such change; (b) impose data protection terms on any subprocessor it appoints that require it to protect the personal data to the standard required by Data Privacy Law; and (c) remain liable for any breach of this Agreement caused by an act, error, or omission of its subprocessor. The Customer may object to the Licensor’s appointment or replacement of a subprocessor prior to its appointment or replacement, provided such objection is based on reasonable grounds relating to data protection. In such event, Licensor will either not appoint or replace the subprocessor or, if this is not possible, the Customer may terminate this Agreement (without prejudice to any fees incurred by the Customer prior to suspension or termination) upon giving written notice before the appointment or replacement. 

10.5 The Licensor agrees that it will not carry out any Restricted Transfers under the Agreement, except where the parties have entered into a separate data transfer agreement to ensure the transfer is in compliance with Privacy Law. 

10.6 The Customer authorises the Licensor, as part of providing the Services, to use data generated through the Customer’s access and use of the Services to create non-personal data (“Usage Data”) for the purpose of improving the Service. The Customer acknowledges that the Usage Data belongs to the Licensor, and the Licensor may use the Usage Data (for example) for improving the Licensor’s other products and services, and monitoring, analysing and reporting on insights and trends on an aggregated basis. 

10.7 The Licensor shall, at the Customer’s cost, provide reasonable assistance to enable the Customer to conduct a data protection impact assessment in accordance with Privacy Law and to respond to any request from a data subject to exercise any of its rights under Privacy Law and any correspondence, enquiry or complaint received from a data subject, regulator or other third party in connection with the processing of personal data. 

10.8 Upon becoming aware of a Security Incident, the Licensor shall inform the Customer without undue delay and shall provide all such timely information and cooperation as the Customer may reasonably require in order for the Customer to fulfil its data breach reporting obligations under Privacy Law. 

10.9 On request by the Customer, the Licensor shall: (a) contribute to audits and inspections of any written records which the Customer maintains in respect of its compliance with this Clause 10 by permitting the Customer to audit and inspect such records; and (b) respond to any written audit questions submitted to it by the Customer in respect of the Licensor’s compliance with this Clause 10, provided that the Client’s rights under this Clause 10.9 shall be exercised no more than once per year and any inspection shall take place during the Licensor’s normal business hours on Business Days and the Client shall take all reasonable measures to prevent any unnecessary disruption to the Licensor’s operations. 

10.10 The Licensor may by default anonymise or erase any personal data it has held for at least thirty (30) days (“Anonymisation”). [To opt-out of the Licensor’s default process, the parties may agree an alternative data retention approach as an additional service]. 

11. Liability 

11.1 Notwithstanding any contrary provision in the Agreement, neither party limits or excludes its liability in respect of any death or personal injury caused by its negligence, any fraud or fraudulent misrepresentation, any other statutory or other liability that cannot be excluded under applicable law, or the obligation to pay the Fees. 

11.2 Subject to clause 11.1, the liability of the Licensor arising out of or in connection with the Agreement, whether such liability is based in contract, tort (including negligence) or otherwise will be limited to: (a) the lesser of: (i) a sum equal the amount of Fees paid in the last 180 days; or (ii) fifty thousand pounds; or (b) five thousand pounds (£5,000) if less than that sum was paid in the last 180 days. 

11.3 Subject to clause 11.1, in no event will the Licensor be liable to the Customer, whether such liability is based in contract, tort (including negligence) or otherwise, for any loss of profit, loss of revenue, loss of business, loss of use, loss of or damage to data, loss of or damage to reputation or goodwill, business interruptions, or any indirect, special, incidental, punitive, or consequential loss or damage. 

11.4 Except as expressly set out in these terms, all warranties, conditions, undertakings, and representations as to the Licensor’s performance of its obligations under the Agreement are, to the fullest extent permitted by law, excluded from this Agreement. 

12. Termination 

12.1 Without prejudice to any other right or remedy, either party will have the right, immediately upon notice in writing to the other party, to terminate the Agreement if the other party commits a material breach of the Agreement, provided that where such breach is capable of remedy the other party has been notified in writing of the breach and has not rectified it within thirty (30) days of receipt of such notice.Without prejudice to any other right or remedy, the Licensor will have the right, immediately upon notice in writing to the Customer, to terminate the Agreement if the Customer: (a) undergoes a change of Control; or (b) is late in making payment of any amounts due and fails to make payment within thirty (30) days of being notified in writing of the late payment. 

12.2 If the Licensor has the right to terminate the Agreement (except under clause 12.2(a)), it may temporarily suspend the Services instead until the situation is resolved to its satisfaction. 

13. Consequences of Termination 

13.1 On termination of the Agreement, the Customer shall immediately: (a) cease all use and access of the Services and Documentation, and any other materials provided by the Licensor; and (b) remove the Ami Code Snippet for the Services from the Website. 

13.2 Termination of the Agreement shall not affect any rights, remedies, obligations or liabilities of the parties that have accrued up to the date of termination, including the right to claim damages in respect of any breach of the Agreement which existed at or before the date of termination. 

13.3 Any provision of these terms which expressly or by implication are intended to come into or continue in force on or after termination of the Agreement shall remain in full force and effect. 

14. Dealings 

14.1 The Customer may not assign, subcontract, or otherwise transfer the Agreement to any person without the prior written consent of the Licensor. 

14.2 The Licensor may assign or otherwise transfer the Agreement, and (subject to clause 10.4) subcontract the performance of its obligations under the Agreement, to any third party. In the event that the Licensor subcontracts the performance of any of its obligations under the Agreement it will be responsible for the management of its subcontractors and their acts and omissions in connection with the subcontracting. 

15. General 

15.1 Nothing in the Agreement is intended to create a partnership or agency between the parties. 

15.2 No variation of the Agreement will be effective unless made in writing, signed by or on behalf of the parties and expressed to be such a variation. 

15.3 The failure to exercise or delay in exercising a right or remedy provided to a party under the Agreement shall not constitute a waiver of that right or remedy, and no waiver by a party of any breach of the Agreement shall constitute a waiver of any subsequent breach of the same or any other provision. Each right or remedy of a party under the Agreement is without prejudice to any other right or remedy of that party under the Agreement or at law. 

15.4 The Agreement constitutes the entire understanding between the relevant parties relating to the subject matter of the Agreement and, save as may be expressly referred to in the Agreement, supersedes and extinguishes all prior or contemporaneous representations, writings, negotiations or understandings, either written or oral, relating to the subject matter of the Agreement. Except in respect of any fraudulent misrepresentation made by a party, the parties acknowledge that they have not relied on any representations, writings, negotiations or understandings, whether express or implied, (other than as set out in the Agreement) in entering into the Agreement. 

15.5 The Licensor may change these terms by notifying the Customer of the change, and of the date it is due to come into effect, not less than one (1) month in advance. If the date specified would fall within the first Licence Term, the change shall instead take effect at the end of that Licence Term. The change shall become effective on the date specified unless the Customer notifies the Licensor of termination under clause 2 before that date. If the Customer serves a notice under clause 2.2, the change shall not take effect in relation to the Agreement so terminated unless the change is required to comply with Applicable Law. 

15.6 If any provision of the Agreement or any part of any provision is determined to be partially void or unenforceable by any court or body of competent jurisdiction or by virtue of any legislation to which it is subject or by virtue of any other reason whatsoever, it will be void or unenforceable to that extent only and the validity and enforceability of any of the other provisions or the remainder of any such provision will not to be affected. If any clause is rendered void or unenforceable, whether wholly or in part, the parties will endeavour, without delay, to attain the economic and/or other intended result in another legally permissible manner. 

15.7 A person who is not a party to the Agreement may not enforce any of its terms under the Contracts (Rights of Third Parties) Act 1999 or otherwise, save that clause 6 may be enforced by the applicable Reseller. 

16. Notices 

16.1 All formal notices and communications between the parties made in the course of the Agreement are to be sent by email with a copy to be sent by prepaid postage, provided that the notice of communication is addressed to the recipient at the email address and address specified in the Agreement or otherwise notified in writing from time to time, is marked for the urgent notification of the point of contact as specified in the Agreement or otherwise notified in writing to the other party from time to time (“Notice”). A Notice shall be deemed to have been received by the addressee at the time the email notice or communication is transmitted without “bounce-back” or other error message or where a bounce-back or other error message is received, the Notice shall be deemed to have been received by the addressee at the times stated below: (a) by first class post, forty-eight (48) hours after dispatch; (b) by hand delivery, immediately upon receipt by the recipient; or (c) on the next working day if sent by a reputable overnight express mail service. 

16.2 For the purpose of this Agreement, unless otherwise notified in writing to the other party, Notices sent to: (a) the Licensor by email shall be addressed to Lawrence Turner and sent to cs@meetami.ai and by post or delivered by hand to the Licensor’s registered office; and (b) the Customer by email shall be sent to the Customer’s email address as set out in the Order and by post or delivered by hand to the Customer’s registered office. 

17. Counterparts 

The Order may be executed in any number of counterparts, each of which when executed and delivered is an original, but all the counterparts together constitute the same document. Delivery of an executed counterpart of a signature page of the Order by email shall be as effective as delivery of a manually executed counterpart of the Order. 

18. Governing Law and Jurisdiction 

The Agreement, and any non-contractual obligations arising in connection with it, is governed by and construed in accordance with the laws of England and any dispute arising out of the Agreement shall be subject to the exclusive jurisdiction of the courts of England to which both parties hereby agree to submit for these purposes. 

19. Definitions 

19.1 In these terms the following terms shall have the following meanings: “Agreement” means each agreement formed between the Licensor and the Customer by the Order (or relevant part of it) and these terms; “Ami Code Snippet” means the installation code provided to the Customer from time to time; 

“Applicable Law” means statutes, statutory instruments, regulations, orders and other legislative provisions in any jurisdiction, including any delegated or subordinate legislation, and any judgment of a relevant court of law or decision of a tribunal or competent authority; “Business Day” any day excluding Saturdays, Sundays and public holidays in England and Wales; 

“Confidential Information” means all information disclosed to the relevant party by or on behalf of the other party in connection with the Agreement and which relates to the provisions of the Agreement, the negotiations relating to the Agreement or the subject matter of the Agreement and all other information disclosed to the relevant party by or on behalf of the other party which is marked as or has been otherwise indicated to be confidential or which would be regarded as confidential by a reasonable business person, in each case in any form or medium whether disclosed orally or in writing, before or after the Effective Date, together with any reproductions of such information in any form or medium or any part of this information whether or not marked as confidential, but excluding information: 

(a) which a party can show it was lawfully in the possession of prior to disclosure and which had not previously been obtained under an obligation of confidence; 

(b) which is in the public domain at the time of disclosure without breach of the confidentiality obligations contained in the Agreement; 

(c) which comes into a party’s possession from a third party who does not owe the disclosing party an obligation of confidence; or 

(d) which a party can show was independently developed by persons having no access to Confidential Information. “Content” means any content, information, data (including personal data) or material contained on the Website from time to time, or any other content, information, data (including personal data) or material provided by or on behalf of the Customer from time to time; 

“Control” means having the beneficial ownership of more that of the issued share capital of a company or the legal power to direct or cause the direction of the general management of the company; “Customer” means the entity ordering the Services; “Documentation” means the user guides, documentation and manuals regarding the Services as are made available by the Licensor to the Customer from time to time; 

“EU/UK Data Protection Law” means: (i) Regulation 2016/679 of the European Parliament and of the Council on the protection of natural persons with regard to the Processing of Personal Data and on the free movement of such data (General Data Protection Regulation) (the “EU GDPR”); (ii) the EU GDPR as saved into United Kingdom law by virtue of section 3 of the United Kingdom’s European Union (Withdrawal) Act 2018 (the “UK GDPR”); (iii) the EU e-Privacy Directive (Directive 2002/58/EC); and (iv) any and all applicable national data protection laws made under, pursuant to or that apply in conjunction with any of (i), (ii) or (iii); in each case as may be amended or superseded from time to time; 

“Effective Date” means the effective date set out in the Order, or if no such effective is stated, the date on which the Order is executed or otherwise accepted by the Licensor or a Reseller (as applicable); “Fees” means the amounts due and payable by the Customer as set out in the Order or otherwise agreed, including set-up fees, hosting and support fees and additional fees, or if no such amounts are stated, as set out in the Licensor’s or a Reseller’s (as applicable) standard price list from time to time; 

“Licence Term” means the term of the Customer’s subscription for the Services as set out in the Order, or if no such term is stated, thirty six (36) months; “Order” means the Customer’s order placed with the Licensor or a Reseller (as applicable); 

“Privacy Law” means all worldwide data protection and privacy laws and regulations applicable to the personal data in question, including, where applicable, EU/UK Data Protection Law; “Reseller” means an authorised reseller of the Licensor’s for the Services, a current list of which is set out at www.meetami.ai/resellers or available on request; 

“Restricted Transfer” means: (i) where the EU GDPR applies, a transfer of personal data from the European Economic Area to a country outside of the European Economic Area which is not subject to an adequacy determination by the European Commission; and (ii) where the UK GDPR applies, a transfer of personal data from the United Kingdom to any other country which is not based on adequacy regulations pursuant to Section 17A of the United Kingdom Data Protection Act 2018; 

“Service Level Agreement” means the service level agreement applicable to the Services as is made available by the Licensor at www.meetami.ai/sla from time to time; 

“Services” means the services of the Licensor which are to be provided under the Agreement; 

“Support Services” means the set-up and support services described in clause 5; “Virus” means any thing or device (including any software, code, file or programme) which may: prevent, impair or otherwise adversely affect the operation of any computer software, hardware or network, any telecommunications service, equipment or network or any other service or device; prevent, impair or otherwise adversely affect access to or the operation of any programme or data, including the reliability of any programme or data (whether by re-arranging, altering or erasing the programme or data in whole or part or otherwise); or adversely affect the user experience, including worms, trojan horses, viruses and other similar things or devices; 

“Vulnerability” means a weakness in the computational logic (for example, code) found in software and hardware components that when exploited, results in a negative impact to the confidentiality, integrity, or availability, and the term Vulnerabilities shall be interpreted accordingly; and 

“Website” means the Customer’s website as set out in the Order or otherwise agreed between the Customer and the Licensor or a Reseller (as applicable) in writing. 

19.2 In these terms: 

(a) headings are for convenience only and do not affect interpretation; 

(b) a person includes an individual, corporate or unincorporated body (whether or not having separate legal personality) and that person’s permitted assigns; 

(c) a reference to a company shall include any company, corporation or other body corporate, wherever and however incorporated or established; 

(d) unless the context otherwise requires, words in the singular shall include the plural and in the plural shall include the singular; and 

(e) any reference to an enactment includes that enactment as amended, extended, consolidated, re-enacted or applied by or under any other enactment before or after the Agreement and any subordinate legislation made (before or after the Order) under that or any other applicable enactment. 

Technical Support 

Please send us an email at support@meetami.ai with your support request. 

To help us classify your request, please include either “Critical”, “Urgent” or “Knowledge” in the subject of your email based on the criteria outlined below. 

1. Critical 

+ If Ami is not available or only available intermittently. *Support is available during business hours and will be investigated within 60 minutes. *Support is available out of hours and will be investigated within 2 hours. *Please note, “Critical” support required outside of business hours, not related to a technical Ami issue, may become chargeable. 

2. Urgent 

+ If Ami’s application is performing slowly, + If Ami’s application is performing with limited functionality, or to report bugs which are impacting performance. *Will be investigated within 60 minutes during business hours. *Outside of business hours, your request will be reviewed on the next working day. 

3. Knowledge 

+ Linguistic or understanding refinements/additions to Ami 

+ Or any other support issue not included in the “Critical” or “Urgent” classification 

*Within business hours, all ‘Knowledge’ requests will be reviewed on the same day. 

*Outside of business hours, your request will be responded to on the next working day. 

Ami Support Team business hours: 

Monday to Friday, 9am – 6pm 

Support for 3rd Party Systems 

We charge when we support issues involving interactions between Ami and a 3rd party. Examples of 3rd party applications and systems include: 

+ Websites, 

+ Telephone Systems, 

+ APIs, or 

+ Data Centres We will investigate all support requests raised via our support email address and follow all the existing SLAs. After 2 hours of investigation, if the problem is caused by a 3rd party system, all work, including the initial investigation, becomes chargeable. 

When we identify an issue caused by a 3rd party system, we will notify you. If the work needs to continue beyond one day’s work, we will request a sign off for additional hours before continuing any further work. Working to support these 3rd Party issues is often time critical and needs ‘immediate’ attention. To ensure we can carry out the work in a timely fashion, we will conduct up to one day’s work at the appropriate rate without requiring any sign off by yourself, when dealing with 3rd party systems. 

The current rates are: 

– £195 per hour or £1450 a day during working hours 

– £350 per hour and £2500 a day out of hours 

Anti-Slavery and Human Trafficking Policy 

1. Policy statement 1.1 Modern slavery is a crime and a violation of fundamental human rights. It takes various forms, such as slavery, servitude, forced and compulsory labour, and human trafficking, all of which have in common the deprivation of a person’s liberty by another in order to exploit them for personal or commercial gain. We are committed to acting ethically and with integrity in all our business dealings and relationships and to implementing and enforcing effective systems and controls to ensure modern slavery is not taking place anywhere in our own business or in any of our supply chains. 

1.2 We are also committed to ensuring there is transparency in our own business and in our approach to tackling modern slavery throughout our supply chains, consistent with our disclosure obligations under the Modern Slavery Act 2015. We expect the same high standards from all of our contractors, suppliers and other business partners. 

1.3 This policy applies to all persons working for us or on our behalf in any capacity, including employees at all levels, directors, officers, agency workers, seconded workers, volunteers, interns, agents, contractors, external consultants, third-party representatives and business partners. 

1.4 This policy does not form part of any employee’s contract of employment and we may amend it at any time. 

2. Responsibility for the policy 

2.1 The Board of Directors has overall responsibility for ensuring this policy complies with our legal and ethical obligations, and that all those under our control comply with it. 

2.2 The compliance manager has primary and day-to-day responsibility for implementing this policy, monitoring its use and effectiveness, dealing with any queries about it, and auditing internal control systems and procedures to ensure they are effective in countering modern slavery. 

2.3 Management at all levels are responsible for ensuring those reporting to them understand and comply with this policy and are given adequate and regular training on it and the issue of modern slavery in supply chains. 

2.4 You are invited to comment on this policy and suggest ways in which it might be improved. Comments, suggestions and queries are encouraged and should be addressed to the compliance manager. 

3. Compliance with the policy 

3.1 You must ensure that you read, understand and comply with this policy. 

3.2 The prevention, detection, and reporting of modern slavery in any part of our business or supply chains is the responsibility of all those working for us or under our control. You are required to avoid any activity that might lead to, or suggest, a breach of this policy. 

3.3 You must notify your manager as soon as possible if you believe or suspect that a conflict with this policy has occurred, or may occur in the future. 

3.4 You are encouraged to raise concerns about any issue or suspicion of modern slavery in any parts of our business or supply chains of any supplier tier at the earliest possible stage. 

3.5 If you believe or suspect a breach of this policy has occurred or that it may occur you must your manager as soon as possible. 

3.6 If you are unsure about whether a particular act, the treatment of workers more generally, or their working conditions within any tier of our supply chains constitutes any of the various forms of modern slavery, raise it with your manager. 

3.7 We aim to encourage openness and will support anyone who raises genuine concerns in good faith under this policy, even if they turn out to be mistaken. We are committed to ensuring no one suffers any detrimental treatment as a result of reporting in good faith their suspicion that modern slavery of whatever form is or may be taking place in any part of our own business or in any of our supply chains. Detrimental treatment includes dismissal, disciplinary action, threats or other unfavourable treatment connected with raising a concern. If you believe that you have suffered any such treatment, you should inform the compliance manager. 

4. Communication and awareness of this policy 

4.1 Our commitment to addressing the issue of modern slavery in our business and supply chains is to be communicated to all suppliers, contractors and business partners at the outset of our business relationship with them and reinforced as appropriate thereafter. 

5. Breaches of this policy 

5.1 Any employee who breaches this policy will face disciplinary action, which could result in dismissal for misconduct or gross misconduct. 

5.2 We may terminate our relationship with other individuals and organisations working on our behalf if they breach this policy.