Usage Policy

This Usage Policy (“Policy”) governs the use of the Representative24 customer service chatbot application (“Representative24” or the “Application”) by the company implementing it (“Company”). By deploying or otherwise using Representative24, the Company agrees to comply with the terms set forth herein.

1. Purpose

Representative24 is intended to assist the Company in managing customer interactions by:

Automating responses to frequently asked questions;
Collecting and routing support requests;
Providing standardized information regarding the Company’s products and services;
Supporting, but not replacing, human customer service agents.

2. Permitted Use

The Company may use Representative24 solely for purposes of customer support and related internal processes. Permitted uses include:

Handling customer inquiries regarding the Company’s products or services;
Assisting with basic troubleshooting and account-related matters;
Collecting information for escalation to human agents.

The Company shall not use Representative24 for:

Providing professional advice (including but not limited to legal, financial, or medical advice);
Disseminating false, misleading, discriminatory, offensive, or unlawful content;
Engaging in unsolicited marketing, spam, or any activity contrary to applicable laws or regulations.

3. Company Responsibilities

The Company acknowledges and agrees that it is solely responsible for:

Configuring and maintaining the accuracy and relevance of the content provided through Representative24;
Ensuring that the chatbot responses align with the Company’s business policies and customer service standards;
Monitoring the use of Representative24 to prevent misuse;
Complying with all applicable data protection and privacy regulations, including but not limited to the General Data Protection Regulation (GDPR), when processing customer data through Representative24.

4. Provider Responsibilities

The provider of Representative24 (“Provider”) shall:

Ensure the technical availability and functionality of the Application, subject to terms and conditions;
Implement reasonable security measures to protect data processed by the Application;
Provide updates, maintenance, and technical support in accordance with the relevant agreement.

The Provider shall not be responsible for:

The accuracy, completeness, or lawfulness of the content configured or provided by the Company through Representative24;
Any damages arising from misuse, improper configuration, or unauthorized use of the Application by the Company or its customers.

5. Limitations of Service

Representative24 is a support tool and does not guarantee error-free or exhaustive responses;
Escalation to human agents must be ensured for complex or sensitive matters;
The Application may be subject to interruptions due to maintenance, updates, or technical issues.

6. Liability

To the maximum extent permitted by law, the Provider disclaims all liability for indirect, incidental, or consequential damages arising from the use of Representative24. The Company shall indemnify and hold harmless the Provider from any claims or damages resulting from the Company’s use or misuse of the Application.

7. Suspension and Termination

In the event of any violation of this Policy or the Terms and Conditions by the Company, the Provider reserves the right, at its sole discretion and depending on the severity of the breach, to:

Issue a written warning to the Company specifying the nature of the violation and requesting corrective measures; and/or
Temporarily suspend access to Representative24 until the violation has been remedied; and/or
Permanently terminate the Company’s access to Representative24, without further notice, where the violation is deemed severe or repeated.

8. Amendments

The Provider reserves the right to amend this Policy at any time. Updates will be communicated to the Company with reasonable notice, and continued use of Representative24 shall constitute acceptance of the amended Policy.

Current as of July 15, 2025

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