Standard Terms

Scope of services

The services we provide are described in your agreement. Any work outside that scope is quoted separately and needs your written approval before it starts.

Timelines

Estimated timelines are given in good faith and are not guaranteed. We communicate proactively if delays arise.

Delays caused on your side, such as late access to systems, delayed feedback or unavailable people, may extend the timeline accordingly.

Your responsibilities

You agree to:

• give us timely access to the systems, tools and data the engagement needs
• nominate a primary point of contact
• give feedback and approvals within reasonable timeframes
• make sure any credentials you give us are valid and carry the permissions required

Delays caused by these not being met are not our liability.

Call lists

Where we run outbound calling for you, you are responsible for making sure you have the right to have the numbers you supply called, and that those numbers are appropriate for the kind of contact being made.

Intellectual property

You own your agent configurations, scripts and workflows. You also own your data: your call recordings, transcripts, any contact database the service builds, and everything you give us, including your brand, product information, promotions, pricing and lists.

We own the platform your agents run on, and the licence to operate on it.

If you decide you no longer want our management, you can keep running your agents on our platform by paying the licence fee set out in your agreement. If you would rather move to a different platform, you take all of your configurations and rebuild elsewhere.

We reuse our own methodologies, frameworks and non-client-specific components across other engagements. Anything either of us brought in beforehand stays with whoever brought it.

Confidentiality

Both of us agree to keep confidential any proprietary or sensitive information disclosed during the engagement, including business data, contact lists, workflows, pricing, credentials and internal processes. These obligations survive the end of the agreement.

Data and security

We handle your data in line with Australian privacy law. We do not share, sell or use it outside the scope of your engagement, we do not use it to train models, and we do not share it with other clients.

You are responsible for making sure you have the right to share any data you provide, including contact data processed by the agents.

Data is processed by third-party AI and telephony providers under their own terms. We choose providers with strong privacy positions and will never use one that trains on client data, but their handling is outside our direct control.

When an agreement ends we export your data in full and hand it over. We keep a copy for 30 days after that, then delete it.

How we handle personal information submitted through this website is covered separately in our Privacy Policy.

How AI agents behave

AI agents work probabilistically. They can produce errors, mishear, take unintended actions or behave unpredictably even when correctly configured. This is an inherent characteristic of the technology rather than a defect.

We monitor the service and tune the agents as part of our management. AI can still occasionally mis-hear a name, an email address or a number, so where a detail matters, the call recording is there to confirm it.

The agents run on third-party software and AI providers, operated by us on your behalf. We manage the configuration and the runtime, but we do not control those providers and are not liable for their outages, changes or defects.

Subject to the limitation of liability below and to the Australian Consumer Law, we are not liable for loss arising from an incorrect agent output or a mis-captured detail.

You are responsible for keeping your own backups of data in your connected systems. We are not liable for data loss or modification in systems we do not own or control.

Service levels and support

Platform uptime target is 99.5%, excluding scheduled maintenance. Agent availability depends on third-party providers, and their outages are outside our control and excluded from that target.

Support runs Monday to Friday, 9am to 5pm AEST. Critical issues, meaning agents down or a data breach, are responded to within 4 hours during business hours. Everything else is within 1 business day.

Limitation of liability

Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy under the Australian Consumer Law that cannot lawfully be excluded.

Subject to that, and to the maximum extent permitted by law, our total liability is limited to the fees you paid in the 3 months before the claim. We are not liable for indirect, consequential or incidental damages, including lost revenue, lost data or business interruption.

Ending the agreement

You can end it with 30 days written notice. Fees already paid for the current month are not refunded.

We can end it with 30 days written notice if the engagement is no longer viable, or immediately for non-payment beyond 30 days, misuse of the platform, or breach of these terms.

At the end of the notice period you either continue on the licence set out in your agreement, or the platform is switched off and we export all of your data and configurations and hand them over. Any outstanding invoices become immediately due.

Disputes

We both agree to try to resolve any dispute through good-faith negotiation first. If that does not resolve it, the dispute goes to mediation in Gold Coast, Queensland. These terms are governed by the laws of the State of Queensland, Australia.

Changes to these terms

We may update these terms with 30 days written notice to you. Material changes to pricing or scope need both of us to agree in writing.

Every version is dated and numbered. The version that applies to you is the one in effect when you accepted your agreement, unless you have been given notice of a change since. Earlier versions are available on request.

Contact us

If you have any questions about these terms, please contact us at: hello@ateamagents.ai.