Terms of Service & Platform Governance

1. Acceptance of Terms & Authority

By registering for an ESAA.AI Control Panel account, signing in via Google, Microsoft, or Facebook OAuth, or deploying any ESAA.AI widget, voice agent, WhatsApp integration, or intake assistant, you agree to be bound by these Terms and our Privacy Policy. If you are entering into these Terms on behalf of a company, educational institution, hospital, or government body, you represent that you have the legal authority to bind that entity.

2. Description of ESAA.AI Services & Subscription Tiers

ESAA.AI provides modular AI services that Customers may subscribe to individually or as a combined suite. For our flagship Omnichannel AI Support Desk, features are provisioned according to your selected plan tier:

3. Account Registration, OAuth Credentials & Workspace Security

You may authenticate into the ESAA.AI Control Panel using direct credentials or supported third-party identity providers (Google, Microsoft, or Facebook). You are responsible for maintaining the confidentiality of your account credentials, API keys, and MCP server tokens, and for all activities that occur under your tenant account. You agree to notify us immediately at security@esaa.ai upon discovering any unauthorized use of your account.

4. Customer Responsibilities for Voice AI & WhatsApp Business Messaging

When deploying ESAA.AI Voice Agents, Website Chat, or Official WhatsApp Business agents to interact with your end-customers, students, patients, or citizens, you agree to comply with the following legal and platform requirements:

• WhatsApp Business Opt-In & Messaging Rules: You must obtain clear, verifiable opt-in consent from end-users before initiating outbound WhatsApp template messages (such as ticket status updates, payment reminders, or appointment confirmations) in strict compliance with the Meta WhatsApp Business Messaging Policy.
• Voice AI & Call Recording Disclosures: Where required by applicable telecommunications or privacy laws, your Voice AI greeting or call flow must inform callers that they are interacting with an automated AI assistant and that the conversation is transcribed for quality and support ticket resolution.
• Lawful Authority Over Uploaded Knowledge: You warrant that you hold all necessary rights and consents to upload documents, FAQs, and customer records into your ESAA.AI workspace.

5. Acceptable AI Use Policy (AUP)

You agree not to use, nor permit any third party to use, the ESAA.AI platform to:

• Generate or transmit unsolicited bulk spam, phishing links, fraudulent financial schemes, or unlawful robocalls.
• Provide unlicensed emergency medical diagnosis, binding legal representation, or high-risk automated credit/lending rejections without human oversight.
• Violate the Google API Services User Data Policy, Microsoft Identity Platform Terms, or Meta Platform Terms.
• Attempt to bypass prompt-injection guardrails, reverse-engineer platform source code, or probe the multi-tenant boundaries of other ESAA.AI customers.

6. Model Context Protocol (MCP) Integrations & External Software

When you configure an MCP Server integration to connect ESAA.AI to your internal applications (such as order management, billing, ERP, or CRM systems), you remain solely responsible for the availability, accuracy, and access permissions of your external API endpoints. ESAA.AI executes only the specific read or write queries authorized in your MCP configuration.

7. Intellectual Property & Customer Data Ownership

Your Data Belongs to You: You retain 100% ownership and intellectual property rights in all business documents, knowledge bases, customer records, voice/chat transcripts, intake form submissions, and grievance tickets processed within your tenant workspace. Platform IP: GENXSYS Technologies Private Limited retains all rights, title, and interest in and to the ESAA.AI software, orchestration engines, UI designs, logos, and underlying technology.

8. Subscription Billing, Plan Upgrades & Cancellation

Subscriptions are billed in advance on a monthly or annual cycle as specified in your selected plan or enterprise order form. You may upgrade from Basic to Pro or Enterprise at any time. If you cancel your subscription, your account will remain active through the end of the current paid billing period, after which you will have 30 days to export your Grievance Portal tickets and intake records before automated de-provisioning.

9. AI Output Disclaimer & Limitation of Liability

While ESAA.AI utilizes strict knowledge-grounding and MCP live data verification to maximize accuracy, generative AI systems are probabilistic in nature. For complex, sensitive, or unresolved customer issues, ESAA.AI is designed to escalate queries into your Customer Support & Grievance Ticket Portal for human review. To the maximum extent permitted by law, GENXSYS Technologies Private Limited's aggregate liability under these Terms shall not exceed the total subscription fees paid by Customer in the twelve (12) months preceding the claim.

10. Governing Law, Jurisdiction & Legal Notices

These Terms shall be governed by and construed in accordance with the laws of India. Any disputes arising out of or relating to these Terms shall be subject to the exclusive jurisdiction of the competent courts in Maharashtra, India. All legal notices should be sent to legal@esaa.ai.