Terms of Use

1. Agreement to Terms

By accessing or using Carson's automated quality monitoring platform ("Service"), you agree to be bound by these Terms of Use ("Terms"). If you disagree with any part of these terms, you may not access the Service.

2. Description of Service

Carson provides automated quality monitoring for customer support conversations, including:

• Real-time conversation analysis and scoring
• Churn prediction and risk alerts
• Agent performance monitoring
• Coaching recommendations
• The Carson Score™ standardized quality metric

3. Account Registration

3.1 Eligibility

• You must be 18 years or older
• You must have authority to bind your organization
• You must provide accurate, complete information

3.2 Account Security

• You're responsible for maintaining password confidentiality
• You must notify us immediately of unauthorized access
• You're liable for all activities under your account

4. Acceptable Use

4.1 You May:

• Connect authorized support platforms (Zendesk, Intercom, etc.)
• Monitor conversations where you have legal authority
• Export your data for business purposes
• Share insights within your organization

4.2 You May Not:

• Use Carson to monitor conversations without proper consent
• Attempt to reverse-engineer our algorithms
• Resell or sublicense Carson services
• Use Carson for illegal surveillance or discrimination
• Upload malicious code or attempt to breach security
• Misrepresent Carson Scores or manipulate metrics
• Use Carson to violate any applicable laws or regulations

5. Data Rights and Responsibilities

5.1 Your Data

• You retain ownership of all conversation data
• You're responsible for obtaining necessary consents
• You must comply with privacy laws in your jurisdiction
• You grant Carson a license to process data per our Privacy Policy

5.2 Carson's Intellectual Property

• The Carson Score™ methodology is proprietary
• Our AI models and algorithms are confidential
• You may not copy or recreate our scoring systems
• Carson retains all rights to aggregated, anonymized insights

6. Integration Connections

By connecting third-party platforms:

• You warrant you have authority to access that data
• You acknowledge Carson will process historical conversations
• You understand disconnection doesn't delete processed data automatically
• You accept Carson is not responsible for third-party platform changes

7. Subscription and Payment

7.1 Plans

• Free Trial: 14 days, limited to 500 conversations
• Paid Plans: As described on pricing page
• Enterprise: Custom terms via separate agreement

7.2 Billing

• Subscriptions auto-renew unless cancelled
• Prices may increase with 30 days notice
• No refunds for partial months
• Overages charged at standard rates

7.3 Cancellation

• Cancel anytime through dashboard
• Access continues until end of billing period
• Data available for export for 30 days post-cancellation

8. Service Level Agreement

8.1 Uptime Commitment

• 99.9% uptime SLA for paid plans
• Excludes scheduled maintenance (notified 48 hours ahead)
• Credits available per SLA document

8.2 Support

• Email support for all plans
• Priority support for Pro plans and above
• No guarantee of specific response times for free trial

9. Disclaimers

9.1 Accuracy

• Carson Scores are predictive, not guaranteed
• Churn predictions are probabilistic estimates
• We don't guarantee prevention of customer loss
• Coaching recommendations are suggestions, not requirements

9.2 No Warranty

THE SERVICE IS PROVIDED "AS IS" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.

9.3 Use at Your Own Risk

• Business decisions based on Carson data are your responsibility
• We don't guarantee specific business outcomes
• Quality improvements depend on implementation

10. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW:

• Carson's total liability shall not exceed fees paid in the last 12 months
• We're not liable for indirect, consequential, or punitive damages
• We're not liable for lost revenue or customers
• These limitations apply regardless of the cause of action

11. Indemnification

You agree to indemnify Carson against claims arising from:

• Your use of the Service
• Your violation of these Terms
• Your violation of any rights of third parties
• Your monitoring of conversations without proper consent

12. Termination

12.1 By You

• Cancel subscription anytime
• Request account deletion per Privacy Policy

12.2 By Carson

We may terminate for:

• Violation of these Terms
• Non-payment
• Illegal or unethical use
• Extended inactivity (12+ months)

12.3 Effect of Termination

• Access ends immediately
• Data available for export for 30 days
• Obligations and liabilities survive termination

13. Modifications to Service

Carson may:

• Add, modify, or remove features
• Change the Carson Score algorithm
• Update integration requirements
• Modify system requirements

Material changes will be notified 30 days in advance.

14. Governing Law

These Terms are governed by the laws of Delaware, without regard to conflict of law principles. Any disputes shall be resolved in the courts of New York.

15. Dispute Resolution

15.1 Informal Resolution

First attempt to resolve disputes informally via support@getcarson.ai

15.2 Arbitration

If informal resolution fails, binding arbitration under AAA rules

15.3 Class Action Waiver

No class actions permitted; disputes resolved individually

16. Miscellaneous

17. Beta Features

Features marked "Beta":

• May be unstable or incomplete
• Can be removed without notice
• Are provided without warranty
• Should not be relied upon for critical decisions

18. Contact Information

General Inquiries: support@getcarson.ai
Legal: legal@getcarson.ai

19. Special Terms for Specific Users