Terms of Use

The service

AISupportForge is operated by Michael Goldsmith, a sole proprietor based in New Jersey, United States. In these terms, "we", "us" and "AISupportForge" mean that business, and "you" means the person or company holding an account.

AISupportForge provides an AI support agent that you embed on your website. You point us at your site and supply documents or URLs, we build a knowledge base from that material, and the agent answers questions from your visitors using it. Conversations, captured leads and escalations appear in your portal.

AISupportForge is a young service and changes often. Features may be added, changed, or withdrawn. We will not withdraw something you actively rely on without telling you first where we reasonably can.

Your account

You need an account to use the service. You are responsible for keeping your login details and your signing secret confidential, and for everything that happens under your account. Tell us promptly at support@aisupportforge.com if you believe your account has been accessed by someone else.

Your site key is a public identifier, not a secret. It appears in the source of any page carrying the agent, in the same way an analytics ID does. Your account password and your signing secret are different, and are never exposed in a page.

You must be at least 18 years old, or the age of majority where you live, to hold an account.

Plans, credits and billing

Paid plans are billed monthly in advance through Stripe, our payment processor. We do not receive or store your full card details. Each plan includes a monthly allowance of message credits, which resets each billing period and does not roll over. Top-up credits, described below, are separate and do not expire.

"Knowledge size" is the total amount of text stored for your agent, counted after we extract it from your pages and documents. If a crawl would take you past it, we stop that crawl and tell you rather than dropping material you already had.

Top-up credits

You may also buy one-off top-up packs: 100 credits for 6 USD, 600 for 36 USD, or 2,500 for 150 USD. Unlike your monthly allowance, top-up credits do not expire. They are held separately and are only spent once the month's allowance is gone.

Renewal and cancellation

Subscriptions renew automatically until cancelled. You may cancel at any time from your portal or by emailing us. Cancellation takes effect at the end of the period you have already paid for, and you keep access until then. We do not provide pro-rata refunds for partial months.

Running out of credits

If you use your monthly allowance, your agent will stop answering new messages until the next billing period, until you upgrade, or until you buy a top-up pack. We will not silently bill you for overage.

Price changes

We may change prices. If a price change affects a plan you are on, we will give you at least 30 days notice by email before it applies to you, and you may cancel before it takes effect.

Taxes

Prices are exclusive of any sales tax, VAT or similar charge, which will be added where we are required to collect it.

Your content

The documents, URLs, text and other material you give us to build your agent remain yours. We claim no ownership of it.

You grant us a limited licence to store, process and transmit that material for the sole purpose of operating the service for you: building your knowledge base, generating answers, and showing you your own conversations and reports. That licence ends when you delete the material or close your account.

You confirm that you have the right to give us the material you supply, and that our processing of it will not infringe anyone else's rights.

Your visitors

When your visitors talk to your agent, we handle their messages on your behalf. In data protection terms you are the controller of that data and we are your processor. You decide what the agent is for and what it is allowed to say.

That makes some things your responsibility:

• Telling your visitors, in your own privacy notice, that a chat agent is present and what happens to what they type
• Obtaining their consent where the law requires it, and before the conversation begins rather than after. Several US states, California among them, treat an undisclosed party to a communication as unlawful interception, and a notice shown before someone starts chatting is the usual way this is handled
• Having a lawful basis for the processing where the law requires one
• Not configuring the agent to collect information you are not entitled to collect

For our part, we act only on your instructions. We do not use your visitors' conversations for our own purposes: not to train models, not to build a profile of anyone, not to sell or share them with anyone beyond the providers named in our privacy policy, and not to follow a person from one customer's website to another. A conversation on your site is used to answer that visitor and to show you your own reports, and for nothing else.

Our privacy policy sets out exactly what we store, what we do not store, and which providers are involved.

AI output

You are responsible for what your agent says to your visitors, in the same way you would be responsible for a member of staff. You should review the answers it gives, use the "questions your agent could not answer" report to improve your material, and set the agent's instructions and guardrails to match how much you are willing to let it say.

Do not use the agent as the sole source of advice where being wrong causes real harm. That includes medical, legal, financial, tax and safety-critical guidance. If your use case touches those areas, put a human in the loop and say so to your visitors.

Acceptable use

You agree not to use AISupportForge to:

• Break the law, or help anyone else break it
• Install the agent on a site you do not control, or register a domain that is not yours
• Impersonate another business, or present the agent as a human being when asked directly
• Harvest personal information you have no right to, or trick visitors into supplying it
• Generate spam, malware, harassment, or content that sexualises minors
• Probe, scrape, overload or reverse engineer the service, or work around rate limits, credit limits or domain checks
• Resell or white-label the service as your own product without a written agreement with us

We apply rate limits to keep the service healthy for everybody. Deliberately circumventing them is a breach of these terms.

Availability

We work to keep the service running, but we do not currently offer a service level agreement or an uptime guarantee. The service may be unavailable for maintenance, upgrades, or reasons outside our control. We will try to schedule planned work at quiet times and to tell you in advance when the work is significant.

The agent is designed to fail quietly on your site. If our service is unreachable, the widget should stay out of the way rather than break your page.

Suspension and termination

You may stop using the service at any time. Removing the script tag, or deactivating the plugin, makes the agent disappear from your site straight away.

That on its own does not cancel a paid plan or close your account, and billing continues until you cancel. To stop being billed, use Manage billing in your portal, which takes effect at the end of the period you have already paid for. To close the account altogether and have your data deleted, email us at support@aisupportforge.com and we will do it.

We may suspend or terminate an account that breaches these terms, that puts the service or other customers at risk, or that has not paid. Where the circumstances allow it, we will warn you first and give you a chance to put it right. For serious cases, such as illegal activity or an active threat to the service, we may act immediately.

On termination we will delete your data within a reasonable period. You may ask us to export or delete it sooner. See the privacy policy.

Intellectual property

The service, the widget, the portal, our documentation and our branding belong to us. These terms give you a licence to use the service, not ownership of any part of it. You may not copy, modify, or create derivative works from our software except where the law expressly permits it, or where we have published something under an open source licence, in which case that licence governs.

The WordPress plugin is published under the GPL, version 2 or later, and its own licence applies to it.

Disclaimer of warranties

The service is provided "as is" and "as available". To the fullest extent permitted by law, we disclaim all warranties, whether express or implied, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the service will be uninterrupted, error free, or that the answers your agent gives will be accurate or complete.

Some jurisdictions do not allow the exclusion of certain warranties. Where that is so, the exclusions above apply only to the extent permitted.

Limitation of liability

To the fullest extent permitted by law, neither party is liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, lost revenue, lost data or lost goodwill, even if advised that such damages were possible.

Our total liability arising out of or relating to the service, taken together across all claims, will not exceed the greater of the amount you paid us in the twelve months before the event giving rise to the claim, or 100 USD.

Nothing in these terms limits liability that cannot lawfully be limited, such as liability for death or personal injury caused by negligence, or for fraud.

Indemnity

You agree to indemnify us against claims, losses and reasonable costs arising from your use of the service in breach of these terms, from material you supplied that you did not have the right to supply, or from your agent's interactions with your own visitors where the claim is not caused by our breach of these terms. That includes claims arising because you did not tell your visitors the agent was there, or did not obtain a consent the law required of you.

Changes to these terms

We may update these terms. When we make a material change we will email account holders and update the version and date at the top of this page, at least 14 days before the change takes effect where that is practical. Continuing to use the service after a change takes effect means you accept the updated terms. If you do not accept them, cancel before they apply.

Governing law

These terms are governed by the laws of the State of New Jersey and the applicable federal laws of the United States, without regard to conflict of law rules. The state and federal courts located in New Jersey have exclusive jurisdiction over any dispute that reaches formal proceedings, and both parties consent to that venue.

Before starting formal proceedings, both parties agree to try in good faith to resolve the dispute informally by writing to support@aisupportforge.com and allowing 30 days to reach a resolution.

If any provision of these terms is found unenforceable, the rest continues to apply.

Contact

Questions about these terms, about your data, or about anything else: support@aisupportforge.com.

AISupportForge is a sole proprietorship operated by Michael Goldsmith in New Jersey, United States. A postal address is available on request for formal notices.