Terms of Use
Effective date: 1 June 2026 · ServiceChanger B.V., Oost Gelre, Netherlands · info@servicechanger.com
NLdigital Voorwaarden 2025
These Terms of Use supplement the NLdigital Voorwaarden 2025, which are deposited with the District Court of Central Netherlands, Utrecht.
Download NLdigital Voorwaarden 2025 (PDF)Acceptance of Terms
By accessing or using ITSM Autopilot, you ("Customer") agree to these Terms of Use ("Terms"). If you do not agree, you must not use our services. These Terms apply to business customers (companies and organizations) only, not to natural persons acting as consumers. We may update these Terms. We will notify you by email at least 30 days before material changes take effect. Continued use after the effective date constitutes acceptance. If you do not agree, you may terminate your subscription before the effective date.
Description of Service
ITSM Autopilot is a Software as a Service (SaaS) platform that provides AI-powered automation for IT service desks. The platform: - Receives IT support tickets via webhooks from your ITSM system (Freshservice, ServiceNow, TOPdesk, Zendesk, Jira Service Management, HaloITSM, and others) - Runs configurable AI agents that classify, analyze, and respond to tickets - Maintains a knowledge base (KEDB) of known errors and solutions built from your resolved tickets - Provides monitoring, analytics, and audit logging of all AI actions The Customer provides their own OpenAI API key. The service does not include legal advice, ITSM consulting, or guarantees of specific automation outcomes.
Fees, Trial, and Payment
Pricing is as published at itsmautopilot.com/pricing at the time of subscription: - Monthly plan: EUR 499/month - Annual plan: EUR 4,788/year (EUR 399/month effective) - 30-day free trial included with all new subscriptions. No credit card required to start the trial. Payments are processed by Stripe. Subscriptions auto-renew unless canceled before the renewal date. On payment failure, we will notify you and Stripe will retry automatically. If payment is not recovered within 7 days, ticket processing is paused until payment is restored. We reserve the right to adjust pricing with 30 days' notice.
Customer Data and Data Processing Agreement
The Customer retains all rights, title, and interest in their data processed through the platform. We are a data processor for ticket data; the Customer is the data controller. By using our services, the Customer accepts the Data Processing Agreement (DPA) incorporated by reference into these Terms. The DPA governs our processing of personal data on behalf of the Customer in compliance with GDPR. The full DPA text is available at info@servicechanger.com on request and is automatically incorporated at contract formation. The Customer is responsible for: (a) ensuring lawful basis exists for sharing ticket data with our platform; (b) obtaining any required employee consent or notice under applicable law; (c) accuracy of data provided to us.
AI Output Disclaimer
ITSM Autopilot provides AI-powered tools that classify, analyze, and respond to IT support tickets. The Customer acknowledges: (a) AI-generated outputs (ticket classifications, suggested resolutions, knowledge base articles, automated replies) are generated by machine learning models and may contain errors, inaccuracies, or inappropriate responses. (b) The Customer is solely responsible for reviewing, approving, and supervising all AI actions in both shadow mode and live mode. (c) ITSM Autopilot does not guarantee the accuracy, completeness, or appropriateness of any AI-generated output. (d) The Customer remains fully responsible for all actions taken on their ITSM platform, including automated actions initiated by AI agents. (e) ITSM Autopilot shall not be liable for damages resulting from AI-generated actions. The Customer is advised to use shadow mode to evaluate AI behavior before enabling live automation.
Third-Party API Keys (BYOK)
The Customer must provide their own OpenAI API key. By providing this key: - The Customer acknowledges having a direct agreement with OpenAI and responsibility for compliance with OpenAI's terms. - The Customer is solely responsible for all costs, usage limits, and billing associated with their API key. - ITSM Autopilot stores the key encrypted (encrypted at rest) and uses it solely to process the Customer's configured agent workloads. - ITSM Autopilot does not monitor, cap, or reimburse API costs incurred through the Customer's key. - The Customer is responsible for rotating and revoking the key per their security policy.
Data Security and Breach Notification
ITSM Autopilot employs industry-standard security measures including encryption in transit and at rest, row-level database isolation, and encrypted credential storage. No method of transmission or storage is completely secure. In the event of a personal data breach affecting Customer data, we will: - Notify the competent supervisory authority (Autoriteit Persoonsgegevens) within 72 hours of becoming aware of the breach, where required by GDPR Art. 33. - Notify affected Customers without undue delay, where the breach is likely to result in a high risk to their rights and freedoms (GDPR Art. 34). - Notification will include the nature of the breach, data affected, and actions taken or planned. The Customer is responsible for implementing appropriate safeguards on their own systems.
Disclaimer of Warranties
Our services are provided "as is" and "as available." To the fullest extent permitted by Dutch and EU law, ITSM Autopilot disclaims all warranties, whether express, implied, statutory, or otherwise, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement. ITSM Autopilot does not warrant that the services will be uninterrupted, error-free, or free of harmful components. These disclaimers apply to the maximum extent permitted by applicable law.
Limitation of Liability
To the fullest extent permitted by Dutch and EU law:
Indemnification
The Customer agrees to indemnify and hold ServiceChanger B.V. harmless from claims, damages, losses, and expenses (including reasonable legal fees) arising from: (a) the Customer's use of the service in violation of these Terms; (b) the Customer's violation of applicable laws; (c) AI actions resulting from the Customer's own agent configuration; or (d) the Customer's ITSM credentials or API keys being compromised due to the Customer's own security failures.
Customer Compliance
The Customer is responsible for ensuring that its use of ITSM Autopilot complies with all applicable laws and regulations, including employment law, data protection law, and sector-specific regulations. The Customer shall not use the service to process data in violation of applicable law, to discriminate unlawfully, or in ways that violate the rights of third parties.
Termination
Either party may terminate the subscription at any time via the Billing page or with 30 days' written notice. Upon termination: - Access to the service is disabled. - Customer data (ticket logs, knowledge articles, agent configurations, credentials) is permanently deleted within 30 days. - Billing ceases at the end of the current billing period. No refunds are issued for unused portions of a prepaid period, except where required by applicable law. We may terminate or suspend access immediately if the Customer violates these Terms, fails to pay after a grace period, or engages in fraudulent or illegal activity.
Sub-processors and Third-Party Services
We use third-party sub-processors to deliver the service (Supabase, Stripe, Resend, Vercel). A complete list is available in our Privacy Policy. We are responsible for ensuring sub-processors comply with our data protection obligations. We are not liable for actions of independent third parties not directly engaged in service delivery.
No Reverse Engineering
The Customer agrees not to reverse engineer, decompile, disassemble, or otherwise attempt to derive the source code or underlying algorithms of the ITSM Autopilot platform.
Acceptable Use
The Customer may not use ITSM Autopilot to: (a) violate any applicable law; (b) transmit malware, spam, or unauthorized data; (c) attempt unauthorized access to our systems or other customers' data; (d) resell or sublicense access without written consent; (e) use the service to train competing AI models. We reserve the right to suspend access if a violation is identified.
Beta Features
ITSM Autopilot may offer access to beta features. Beta features are provided "as-is," may contain errors, and carry no warranties regarding performance or suitability. The Customer uses beta features at their own risk.
Feedback
Any feedback, suggestions, or ideas the Customer provides are entirely voluntary. ITSM Autopilot may use such feedback without obligation to the Customer, including to develop or improve services.
Confidentiality
Each party agrees to protect the other's confidential information with at least reasonable care and not to disclose it to third parties without written consent. This obligation survives termination of these Terms.
Force Majeure
Neither party is liable for failure or delay in performance due to causes beyond their reasonable control, including natural disasters, war, government actions, internet outages, power failures, pandemics, or acts of God.
Governing Law and Dispute Resolution
These Terms are governed by Dutch law. Any disputes arising from or relating to these Terms shall first be referred to the district court of Gelderland (Rechtbank Gelderland), Arnhem, Netherlands, which has exclusive jurisdiction, unless the parties mutually agree in writing to resolve the dispute through arbitration under the rules of the Netherlands Arbitration Institute (NAI). Nothing in this clause prevents either party from seeking urgent interim relief from a competent court.
NLdigital Voorwaarden
These Terms supplement the NLdigital Voorwaarden 2025, which form the general terms applicable to all agreements between ServiceChanger B.V. and the Customer. In the event of a conflict, these Terms prevail for AI-specific matters.
Miscellaneous
Severability: if any provision is invalid or unenforceable, it is modified to the minimum extent necessary; remaining provisions remain in effect. Entire agreement: these Terms, together with the Privacy Policy and DPA, constitute the entire agreement between the parties. Assignment: the Customer may not assign these Terms without our written consent. We may assign our rights and obligations without restriction. Notices: legal notices must be sent in writing to info@servicechanger.com or to the Customer's email address on file. Copyright infringement: to report copyright infringement, contact info@servicechanger.com.