Terms of Service | Neo Agent

Agreement to Terms

By accessing or using Neo Agent's AI-powered workflow automation platform for managed service providers (MSPs) (the "Service"), you agree to be bound by these Terms of Service ("Terms"). If you disagree with any part of these Terms, you may not access the Service.

These Terms apply to all users of the Service, including without limitation users who are browsers, vendors, customers, merchants, and contributors of content.

Description of Service

Neo Agent provides an AI-powered platform that automates ticket triage, categorization, resolution workflows, and related tasks for MSPs. The Service integrates with various PSA (Professional Services Automation) and RMM (Remote Monitoring and Management) tools.

Account Registration

To use the Service, you must:

Provide accurate, current, and complete information during registration
Maintain and promptly update your account information
Maintain the security of your account credentials
Accept responsibility for all activities that occur under your account
Notify us immediately of any unauthorized use of your account

Free Trial

We offer a 14-day free trial period. During the trial, you have full access to the Service. No credit card is required to start the trial. If you do not cancel before the trial period ends, your account will be converted to a paid subscription based on the plan you select.

Subscription and Billing

Our Service is offered on a subscription basis with various pricing plans. By subscribing, you agree to:

Pay all fees associated with your selected plan
Pay fees in advance on a monthly or annual basis as selected
Understand that fees are non-refundable except as required by law
Accept that we may change our pricing with 30 days' notice

Subscription fees are based on your selected plan and usage (credits). You will be notified when you reach 80% of your credit allocation.

Acceptable Use

You agree not to:

Use the Service for any illegal purpose or in violation of any laws
Violate or infringe upon the rights of others
Transmit any harmful code, viruses, or malicious software
Attempt to gain unauthorized access to the Service or related systems
Interfere with or disrupt the Service or servers
Use the Service to process data in violation of applicable privacy laws
Use the Service to control life-safety systems, or to make decisions with a legal or similarly significant effect on individuals without human review
Reverse engineer, decompile, or disassemble any part of the Service

Intellectual Property

The Service and its original content, features, and functionality are owned by Neo Agent and are protected by international copyright, trademark, patent, trade secret, and other intellectual property laws.

You retain ownership of your data. By using the Service, you grant us a limited license to use, store, and process your data solely for the purpose of providing the Service to you.

Third-Party Integrations

The Service integrates with third-party services (PSA tools, RMM platforms, etc.). Your use of these integrations is subject to the terms and conditions of those third-party services. We are not responsible for the availability, accuracy, or reliability of third-party services.

AI Agents and Automated Actions

The Service includes AI agents that read data from, and take actions in, the systems you connect. You decide what each agent may do: which integration areas it can use, whether each area is read-only or read/write, which actions need a technician's approval, and whether the agent runs in test or supervised mode.

You are responsible for these settings, for the approvals your users give, and for the outcome of actions an agent takes for you and your clients within the limits you set, as you are for work done by your own staff. AI output can be inaccurate or incomplete, so set approval and review steps that match the risk of each action.

You are responsible for having the rights to connect each system, and for the credentials and permissions you grant the Service in those systems. You will defend and indemnify Neo Agent against claims by your clients or other third parties that arise from actions an agent took within the settings you chose or with your users' approval.

Neo Agent is responsible for:

The permission and approval controls working as you configured them. When an action requires approval, the Service does not perform it until it is approved. When an integration area is read-only, the Service rejects write requests to it. A failure of these controls to work as configured is Neo Agent's responsibility.
A record of each action an agent takes: the agent's reasoning, the tool call and its result, and, where approval was required, who approved it and when.
Handling your data as set out in our Data Processing Agreement (version 1.3): your tickets, documentation, search index and files stay in the data region you choose, and your account settings, agent configuration, run history and chat history are stored in the United States, as Annex 2 of the Data Processing Agreement lists; neither we nor our language model and speech-to-text providers use your data to train AI models; we notify you of a personal data breach within 24 hours of becoming aware of it; and we delete or return your data within 90 days after your agreement ends, or sooner if you ask.

Neo Agent's responsibility under this section is subject to the Limitation of Liability below.

Beta Features

We may offer features labelled beta, preview or early access. These features are provided "as is", may change or be withdrawn at any time, and are not covered by any service level commitment. The permission and approval controls and the data commitments in the section above still apply when an agent uses a beta feature.

Service Availability

We strive to maintain high availability of the Service but do not guarantee uninterrupted or error-free operation. The Service may be temporarily unavailable due to maintenance, updates, or circumstances beyond our control.

Limitation of Liability

To the maximum extent permitted by law, Neo Agent shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenues, whether incurred directly or indirectly, or any loss of data, use, goodwill, or other intangible losses resulting from your use of the Service.

To the maximum extent permitted by law, Neo Agent's total aggregate liability arising out of or in connection with these Terms or the Service, whether in contract, tort (including negligence) or otherwise, shall not exceed the fees you paid to Neo Agent for the Service in the twelve (12) months immediately preceding the event giving rise to the liability.

Nothing in these Terms limits or excludes any liability that cannot be limited or excluded under applicable law, including liability for fraud.

To the extent permitted by law, a claim arising out of or in connection with these Terms or the Service must be brought within twelve (12) months after the party bringing it became aware, or should reasonably have become aware, of the facts giving rise to it. This time limit does not apply to a claim for unpaid fees.

Disclaimer of Warranties

The Service is provided "as is" and "as available" without warranties of any kind, either express or implied. We do not warrant that the Service will be uninterrupted, secure, or error-free.

Termination

We may terminate or suspend your account and access to the Service immediately, without prior notice, for conduct that we believe violates these Terms or is harmful to other users, us, or third parties.

You may cancel your subscription at any time through your account settings. Upon cancellation, your access to the Service will continue until the end of your current billing period.

Changes to Terms

We reserve the right to modify these Terms at any time. We will notify you of any material changes by posting the new Terms on this page and updating the "Last updated" date. Your continued use of the Service after such modifications constitutes acceptance of the updated Terms.

Governing Law

The Service is provided by Neo Agent Inc, a Delaware corporation. These Terms, and any dispute or claim arising out of or in connection with them or the Service, shall be governed by and construed in accordance with the laws of the State of Delaware, without regard to its conflict of law provisions. The state and federal courts located in Delaware shall have exclusive jurisdiction over any such dispute or claim, and each party submits to the personal jurisdiction of those courts. To the extent permitted by law, each party waives any right to a trial by jury in any such dispute or claim.

Where you have signed a separate written agreement with Neo Agent for the Service, that agreement governs to the extent it conflicts with these Terms.

Contact Information

If you have any questions about these Terms of Service, please contact us at:

Email: support@neoagent.io
Website: https://www.neoagent.io