Terms of Service

1. Acceptance of Terms

By accessing or using Keva, you agree to be bound by these Terms and our Privacy Policy. If you are using Keva on behalf of an organisation, you represent that you have the authority to bind that organisation to these Terms. If you do not agree, you may not use the service.

2. Description of Service

Keva is an AI-powered customer support platform. The service includes: AI-driven ticket classification and response generation, embeddable chat widget, platform connectors for third-party services (WordPress, Shopify, Vercel, Railway, Supabase), analytics and reporting, CSAT surveys, automation rules, knowledge base management, and team collaboration tools.

3. Account Registration

You must create an account to use Keva. You agree to provide accurate and complete registration information, keep your credentials secure, and promptly update any information that changes. Your account is tied to an organisation, and access is managed through organisation membership.

4. Your Responsibilities

As a Keva user, you are responsible for:

• Ensuring the accuracy and legality of content in your knowledge base
• Configuring appropriate AI confidence thresholds and approval workflows
• Reviewing AI-generated responses before they are sent when approval mode is enabled
• Complying with all applicable laws regarding your use of the service, including data protection laws
• Obtaining necessary consents from your end-customers for data processing
• Keeping platform connector credentials secure and revoking access when no longer needed
• Not using the service for any unlawful, abusive, or harmful purpose

5. End-Customer Data

With respect to personal data of your end-customers processed through Keva:

• You are the data controller — you determine the purposes and means of processing your end-customers' data.
• We are the data processor — we process end-customer data solely on your instructions to provide the service.
• A Data Processing Agreement (DPA) is available on request.
• You are responsible for providing appropriate privacy notices to your end-customers and obtaining any required consents.

6. AI-Generated Content

• AI-generated responses are provided as suggestions. We do not guarantee their accuracy, completeness, or suitability.
• You may enable an approval queue to review all AI-generated responses before they are sent to customers.
• Regardless of whether approval mode is enabled, you are ultimately responsible for all content sent to your customers through the service.
• We recommend reviewing AI confidence scores and regularly auditing automated responses.

7. Platform Actions & Connectors

Keva can perform actions on third-party platforms you connect (e.g. updating a Shopify product, deploying on Vercel):

• Platform actions are subject to your approval settings and scope constraints.
• Diff previews are provided before changes are applied, but we do not guarantee that actions will be error-free.
• You are responsible for the consequences of actions executed on your connected platforms.
• We encrypt stored credentials using AES-256-GCM and recommend using scoped API keys with the minimum necessary permissions.

8. Subscription & Billing

• Keva offers custom subscription plans tailored to your support volume. Contact us for pricing details.
• New accounts receive a 14-day free trial with 50 AI resolutions included.
• Payment is processed securely by Stripe. By subscribing, you also agree to Stripe's Terms of Service.
• Subscriptions auto-renew monthly unless cancelled before the next billing cycle.
• You may cancel at any time through the billing portal. Access continues until the end of the current billing period.

9. Usage Limits

Each plan includes limits on AI resolutions per month. Overages are billed at the plan's overage rate:

• Starter: 200 included resolutions, $0.50/overage
• Growth: 1,000 included resolutions, $0.40/overage
• Scale: 5,000 included resolutions, $0.30/overage

If you exceed your plan limits, you will be notified at 80% and 100%. Overage charges are added to your next invoice.

10. Intellectual Property

• The Keva service, including its software, design, and documentation, is the intellectual property of Sant Limited.
• Your data remains yours. We claim no ownership over your tickets, knowledge base content, analytics, or any other data you provide.
• AI-generated outputs produced from your data belong to you.
• You grant us a limited licence to process your data solely to provide and improve the service.

11. Confidentiality

Both parties agree to keep confidential information confidential and use it only for the purposes of this agreement. Confidential information includes your platform credentials (encrypted with AES-256-GCM), customer data, and any non-public information exchanged between the parties. This obligation survives termination of these Terms.

12. Disclaimers

13. Limitation of Liability

14. Indemnification

You agree to indemnify and hold harmless Sant Limited from any claims, damages, or expenses arising from: (a) your misuse of the service, (b) your violation of these Terms, (c) content you provide through the service, or (d) your violation of any third-party rights. We agree to indemnify you against claims arising from our breach of these Terms or our negligence.

15. Termination

• Either party may terminate these Terms at any time by providing notice.
• We may suspend or terminate your account immediately for violation of these Terms.
• Upon termination, your data will be deleted in accordance with our data retention policy.
• We recommend exporting your data before terminating your account, as deletion is irreversible.
• Sections on intellectual property, confidentiality, disclaimers, liability, indemnification, and governing law survive termination.

16. Modifications

We may modify these Terms from time to time. For material changes, we will provide at least 30 days' notice via email or in-app notification. Continued use of the service after the effective date of changes constitutes acceptance of the revised Terms.

17. Governing Law

These Terms are governed by the laws of New Zealand. Any disputes arising from or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of New Zealand.

18. Miscellaneous

• Severability — If any provision of these Terms is found to be unenforceable, the remaining provisions remain in full effect.
• Entire Agreement — These Terms, together with the Privacy Policy, constitute the entire agreement between you and Sant Limited regarding the service.
• No Waiver — Failure to enforce any right or provision does not constitute a waiver of that right or provision.
• Force Majeure — Neither party shall be liable for delays or failures caused by events beyond reasonable control, including natural disasters, wars, pandemics, or infrastructure failures.
• Assignment — You may not assign these Terms without our prior written consent. We may assign our rights and obligations in connection with a merger, acquisition, or sale of assets.

19. Contact

If you have any questions about these Terms, please contact us: