Terms of Use

These Terms of Use ("Terms") are a binding agreement between Ellis Labs ("we", "us") and the organization or individual accessing Attune ("you"). By creating an account, connecting a data source, or otherwise using the service, you agree to these Terms. If you are entering into them on behalf of an organization, you represent that you have authority to bind that organization.

Attune is an agent-first, multi-tenant customer-service platform: an omnichannel inbox, customer and conversation records, AI draft and auto-responder agents, knowledge and tool connections over the Model Context Protocol (MCP), and related reporting and automation. We may add, change, or remove features over time.

The service is provided on a software-as-a-service basis. We do not sell you a copy of the software and grant no rights beyond those in these Terms.

Access is organized into organizations (tenants). Each organization's administrators control its members, roles, connected data sources, branding, and configuration. You are responsible for maintaining the confidentiality of credentials, for all activity under your account, and for ensuring your members' use complies with these Terms.

Data belonging to one organization is logically isolated from every other organization. You may access only the organizations you are a member of.

You agree not to, and not to permit anyone to:

• Use the service to send unlawful, deceptive, harassing, or infringing content, or to violate the rights or privacy of any person;
• Upload malware, attempt to breach isolation between organizations, probe or circumvent security, or access data you are not authorized to access;
• Reverse engineer, resell, or provide the service to third parties except as expressly permitted;
• Use the service to make automated decisions with legal or similarly significant effects on individuals without appropriate human review;
• Overload, disrupt, or interfere with the integrity or performance of the service.

The service includes AI agents that draft replies, answer customer questions, and can call tools you connect. AI output may be inaccurate; you are responsible for reviewing AI-assisted and AI-generated content before it is relied upon or sent, subject to the handoff and approval settings you configure.

Customer-facing AI replies are labeled as AI and operate within the handoff rules you set. Agents authenticate as their own service principals with scoped, auditable credentials — never as a human user. You are responsible for the tools you grant your agents and for the consequences of actions those tools perform.

As between you and us, you own the data you and your customers submit to the service ("Customer Data"), including tickets, messages, contacts, and connected-source content. You grant us a limited license to host, process, and transmit Customer Data solely to provide and support the service.

Our handling of personal information in Customer Data is described in our Privacy Policy. Where we act as your processor, our processing is limited to your documented instructions and the operation of the service.

You may connect third-party services (for example commerce, shipping, telephony, or email platforms) via API keys, OAuth, or MCP servers. Your use of those services is governed by their own terms, and you are responsible for the credentials you provide and the scopes you grant. We are not responsible for third-party services or for data you direct us to exchange with them.

Paid plans, where applicable, are described at the time of purchase. Fees are non-refundable except as required by law or as expressly stated in an order. We may change pricing prospectively with reasonable notice.

We and our licensors retain all rights in the service, including its software, models, and design. Feedback you provide may be used without restriction. Nothing in these Terms transfers ownership of the service to you.

The service is provided "as is" and "as available." To the maximum extent permitted by law, we disclaim all warranties, express or implied, including merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the service will be uninterrupted, error-free, or that AI output will be accurate or complete.

To the maximum extent permitted by law, neither party will be liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits or revenues. Our aggregate liability arising out of or relating to the service will not exceed the amounts you paid us for the service in the twelve months before the event giving rise to the claim.

You may stop using the service at any time. We may suspend or terminate access for material breach of these Terms, for risk to the service or other customers, or as required by law. On termination, your right to use the service ends; we will make Customer Data available for export for a reasonable period unless prohibited by law, after which it may be deleted.

We may update these Terms from time to time. Material changes will be communicated through the service or by other reasonable means, and the "Effective" date above will be updated. Continued use after changes take effect constitutes acceptance.

These Terms are governed by the laws of the United States and the state in which Ellis Labs is organized, without regard to conflict-of-laws rules. Questions about these Terms can be sent to legal@ellislabs.ai.