These terms supplement the Terms of Service for AI-assisted features. A separately signed agreement takes priority. The DPA continues to govern personal data.
1. What AI features do
Screendesk may use AI to transcribe recordings and calls, summarize customer issues, organize technical evidence, draft reports or replies, search connected knowledge, and support configured automations. Features depend on your plan, configuration and instructions. AI is an aid to your team's work, not a guarantee that an issue will be diagnosed or resolved.
2. What information is processed
Depending on the feature, processing may include audio or video, screenshots, transcripts, prompts, diagnostic details, report content, and relevant excerpts from knowledge or integrations you connect. The necessary content is sent to the relevant AI or search provider and the result is returned to your workspace. The provider register describes the providers and purposes.
Inputs and outputs are Customer Data. As between you and Screendesk, you retain your rights in inputs and we assign to you any rights we may hold in outputs, to the extent legally transferable. Output may not be unique or eligible for intellectual-property protection; similar results may be produced for others.
3. Training and provider safeguards
We do not use Customer Data to train foundational or generalized AI models. We require providers processing under our managed AI arrangements not to use Customer Data for that purpose. This restriction does not prevent processing needed to generate your requested result, protect the service against abuse, or meet legal obligations under the DPA.
Provider retention is not necessarily zero. Processing, temporary files and provider safety records are subject to the applicable arrangement and deletion requirements. We do not promise that selecting an EU media-storage region makes all AI processing EU-only. Contact us before enabling AI if you require a particular processing location or retention limit.
The Privacy Policy's Google Workspace API Limited Use restrictions take precedence, including for derived and anonymized data.
4. Customer-supplied provider credentials
Where a feature supports your own provider key, you authorize us to use that credential for the configured feature. Keep it confidential, maintain appropriate permissions, and manage the provider account's billing and data settings. Your direct provider contract determines that provider's use and retention of data; do not assume it has the same protections as a Screendesk-managed arrangement. In particular, verify the provider's rules for free or unpaid tiers before sending confidential information.
Our obligations for our own processing remain unchanged. A customer-supplied key is not a blanket exemption from the DPA. Revocation, provider limits or invalid credentials can interrupt the affected AI feature; they do not by themselves mean stored recordings are unavailable under the SLA.
5. Review and permitted use
Outputs can be incomplete, inaccurate, misleading or biased. Check them against the original recording and relevant evidence before publishing, relying on them or taking action. You remain responsible for configuring integrations, approving recipients and supervising automations that send replies, change tickets or execute other actions.
Do not use AI outputs as the sole basis for legal, medical, financial, employment, credit or other decisions with significant effects on people. Do not submit content you lack permission to process, bypass safety controls, or use AI for impersonation, surveillance or unlawful discrimination. The Acceptable Use Policy also applies.
6. Availability and changes
Models and features may change as technology and providers evolve. We will preserve the service commitments in your agreement and follow the DPA process for new subprocessors. AI output accuracy is not covered by the core-service availability percentage. Material failures of purchased functionality remain subject to the Terms' warranty and remedies. These terms do not create additional uncapped liability or remove either party's existing obligations.