Terms of Service

Welcome to CauseFlow AI. By accessing or using our platform, you agree to be bound by these Terms of Service. If you do not agree with any part of these terms, you may not use the service.

Service Definition and Limitations

CauseFlow AI is an AI-powered incident investigation platform that connects to your engineering and business tools to perform automated root cause analysis, generate investigation reports, and recommend remediation actions.

• Service scope: CauseFlow AI provides automated investigation and analysis. Results are probabilistic and should be reviewed by qualified engineers before taking action. CauseFlow AI does not replace human judgment.
• Availability: We aim to maintain high availability but do not guarantee uninterrupted access. Planned maintenance windows will be communicated in advance. Unplanned outages will be addressed promptly and communicated via our status page.
• AI limitations: Investigation results include a confidence score (0-100%). Results with lower confidence scores should be treated as hypotheses requiring manual verification. The AI agent operates in read-only mode by default and will never execute remediation actions without explicit human approval.

Plans, Pricing and Billing

• Free plan: 5 investigations per month, all integrations included. No credit card required. No time limit.
• Paid plans (Starter, Pro, Business, Enterprise): Billed monthly or annually. Each plan includes a set number of investigations per month. Overage investigations are billed at the per-investigation rate specified in your plan.
• Billing cycle: Paid plans are billed at the beginning of each billing period. Upgrades take effect immediately; downgrades take effect at the start of the next billing cycle.
• Pre-paid credits: Available with progressive discounts of 10-20% depending on volume. Credits expire 12 months from date of purchase.
• Price changes: We will provide at least 30 days' notice before any price increase. Existing prepaid credits are honored at the original rate.
• Taxes: All prices are exclusive of applicable taxes. You are responsible for all taxes associated with your use of the service.

Intellectual Property

• CauseFlow AI platform: All rights, title, and interest in the CauseFlow AI platform, including its software, algorithms, user interface, documentation, and trademarks, are owned exclusively by CauseFlow AI. No license or right is granted except as expressly stated in these terms.
• Customer data: You retain all ownership rights to your data. CauseFlow AI does not claim any intellectual property rights over the data you provide or that is accessed through your connected integrations. Investigation reports generated by CauseFlow AI based on your data are considered derivative works and are owned by you.
• Feedback: If you provide suggestions, feature requests, or other feedback about the service, we may use this feedback without obligation to you.

Service Level Agreement

Service Level Agreements are available for Business and Enterprise plan customers:

• Business plan: 99.5% monthly uptime guarantee. Service credits of 10% of monthly fee for each 0.1% below the SLA target, up to a maximum of 30% of monthly fees.
• Enterprise plan: Custom SLA terms negotiated individually. Includes dedicated support channels, guaranteed response times, and custom service credit structures.
• Exclusions: SLA does not apply during scheduled maintenance, force majeure events, or outages caused by third-party services (AWS, integration providers).
• Claims: SLA credit claims must be submitted within 30 days of the incident. Claims require the incident date, duration, and affected investigation IDs.

Limitation of Liability

• No warranty: CauseFlow AI is provided "as is" and "as available" without warranties of any kind, whether express or implied, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement.
• Investigation results: CauseFlow AI does not guarantee the accuracy, completeness, or reliability of investigation results. Root cause analysis is probabilistic and should be independently verified before taking remediation actions.
• Liability cap: In no event shall CauseFlow AI's total aggregate liability exceed the amount paid by you for the service during the twelve (12) months preceding the event giving rise to the claim.
• Exclusion of damages: CauseFlow AI shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, business opportunities, or goodwill, regardless of the theory of liability.

Cancellation and Refund Policy

• Free plan: You may stop using the service at any time. Your account and data will be retained for 90 days of inactivity, after which they may be deleted.
• Paid plans: You may cancel your subscription at any time through your account settings. Cancellation takes effect at the end of the current billing period. No prorated refunds are provided for partial billing periods.
• Annual subscriptions: Cancellation of annual plans is effective at the end of the annual term. Refunds for unused months are not provided unless required by applicable law.
• Data export: Upon cancellation, you may export your investigation reports and audit trails for up to 30 days. After this period, data will be permanently deleted in accordance with our Privacy Policy.
• Refund exceptions: Refunds may be issued at our discretion in cases of significant service disruption or billing errors. Contact support@causeflow.ai for refund requests.

Acceptable Use

You agree not to use CauseFlow AI for any of the following purposes:

• Attempting to gain unauthorized access to other customers' data, accounts, or connected systems.
• Using the service to investigate, monitor, or surveil individuals without proper authorization and legal basis.
• Submitting malicious, fraudulent, or deliberately misleading investigation requests designed to extract information from connected systems beyond legitimate incident investigation purposes.
• Reverse engineering, decompiling, or attempting to extract the source code or algorithms of the CauseFlow AI platform.
• Using the service in a manner that violates any applicable law, regulation, or third-party rights.
• Reselling, sublicensing, or providing access to the service to third parties without written authorization.
• Interfering with or disrupting the integrity or performance of the service, including attempting to overwhelm the system with excessive API requests.

Violation of these acceptable use terms may result in immediate suspension or termination of your account without prior notice or refund.

Jurisdiction and Venue

• Governing law: These Terms of Service shall be governed by and construed in accordance with the laws of the Federative Republic of Brazil, without regard to its conflict of law provisions.
• Dispute resolution: Any disputes arising out of or relating to these terms shall first be attempted to be resolved through good-faith negotiation between the parties for a period of 30 days.
• Arbitration: If negotiation fails, disputes shall be submitted to binding arbitration in accordance with the rules of the Brazilian Arbitration Chamber (CBMA). The arbitration shall be conducted in Portuguese or English, as agreed by the parties.
• Forum: For matters not subject to arbitration, the courts of São Paulo, Brazil, shall have exclusive jurisdiction.
• International customers: For customers located in the European Economic Area, you retain the right to bring claims in your local courts as required by applicable consumer protection law.

If you have any questions about these Terms of Service, please contact us at legal@causeflow.ai.