Last updated: January 1, 2025
These Terms of Service ("Terms") constitute a legally binding agreement between you (or the entity you represent, "Customer") and Level3 AI Pte. Ltd. ("Level3 AI", "Company", "we", "us"), a company incorporated in Singapore (UEN: 202244781R). By creating an account, accessing our platform at level3-ai.com, or using any Level3 AI services, you confirm that you have read, understood, and agreed to these Terms.
If you are agreeing to these Terms on behalf of a company or other legal entity, you represent that you have the authority to bind that entity to these Terms. If you do not have that authority, or if you do not agree with these Terms, you must not use the platform.
These Terms apply to all users of the Level3 AI platform, including free trial users, paid subscribers, and API users. Additional terms may apply to enterprise agreements, as set out in a separate Order Form or Master Subscription Agreement signed between Level3 AI and the Customer.
Level3 AI provides a software-as-a-service (SaaS) platform for deploying AI-powered customer support and sales agents. The platform includes:
Level3 AI reserves the right to modify, enhance, or discontinue features of the platform with reasonable notice. We will provide at least 30 days' notice before discontinuing a feature that paid customers actively use.
You must be at least 18 years of age and have the legal authority to enter contracts in your jurisdiction to register for a Level3 AI account. Accounts may only be registered by individuals using a valid business email address. Consumer or personal email accounts may be accepted during the free trial period but are required to be converted to a business email address before upgrading to a paid plan.
You agree to provide accurate, current, and complete information when registering and to keep your account information updated. Level3 AI is not liable for issues arising from incorrect account information provided by the Customer.
You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. You must notify us immediately at hello@level3-ai.com if you suspect unauthorised access to your account. Level3 AI cannot be held liable for losses resulting from unauthorised account access due to your failure to secure your credentials. We strongly recommend enabling two-factor authentication, which is available to all users at no additional charge.
Paid plans allow multiple team members to access a single organisation account under role-based permissions. The account owner is responsible for managing team member access, revoking permissions when team members leave, and ensuring all users comply with these Terms.
Level3 AI offers subscription plans as published on our pricing page at level3-ai.com/price.html. Plan details, including conversation limits, feature availability, and pricing, are subject to change. We will notify existing customers of material pricing changes at least 60 days before the change takes effect for their account.
New customers may access a free trial as described on our website. The free trial provides access to a limited configuration of the platform for an evaluation period specified at sign-up. No credit card is required for the free trial. At the end of the trial period, access to the platform will be suspended unless you upgrade to a paid plan. Data collected during the trial is retained for 30 days after trial expiry, after which it is permanently deleted.
All subscriptions are billed in United States Dollars (USD). Starter and Growth plans are billed monthly, in advance, on the date you upgrade to a paid plan. Enterprise plans are billed as specified in the Order Form, typically monthly or annually.
Payments are processed by Stripe Inc. By subscribing to a paid plan, you authorise Level3 AI and Stripe to charge your designated payment method on the billing date. You are responsible for ensuring your payment method is valid and has sufficient funds.
If your conversation volume exceeds your plan's monthly limit, overage charges apply at the rate published on the pricing page at the time the overage occurs. Overage charges are billed at the end of the billing cycle in which they occur. We will notify you when your account reaches 80% of its monthly conversation limit to allow you to upgrade your plan proactively.
Monthly subscriptions are non-refundable after the billing date. If you upgrade from a lower plan to a higher plan mid-cycle, you will be charged a prorated amount for the remainder of the current billing period. Downgrades take effect at the start of the next billing period.
We offer a 14-day money-back guarantee on new paid subscriptions. If you are unsatisfied with the platform within the first 14 days of your first paid subscription, contact us at hello@level3-ai.com and we will issue a full refund. This guarantee applies once per company and does not apply to renewals, upgrades, or additional seat purchases.
If a payment fails, we will attempt to charge the payment method again at 3-day and 7-day intervals. If payment is not received within 14 days of the original billing date, your account will be suspended. Suspended accounts retain their data for 30 days. If payment is not received within 30 days of suspension, the account will be terminated and all data deleted.
You agree to use the Level3 AI platform only for lawful purposes and in accordance with these Terms. You must not use the platform to:
Level3 AI may suspend or terminate accounts that violate the acceptable use policy without refund. We will provide notice where practicable, except in cases of serious violations where immediate suspension is necessary to protect other customers or the platform's integrity.
All conversation transcripts, configuration data, and customer data you upload to or generate on the Level3 AI platform ("Customer Data") remain your property. Level3 AI does not acquire any ownership rights in Customer Data.
You grant Level3 AI a limited, non-exclusive licence to process Customer Data solely for the purpose of providing the platform services to you. This licence terminates when your subscription ends and Customer Data is deleted per the data retention terms in our Privacy Policy.
Where Level3 AI processes personal data on your behalf (i.e., you are the data controller and Level3 AI is the data processor), a Data Processing Agreement (DPA) governs that processing. The DPA is incorporated into these Terms and is available at level3-ai.com/legal/dpa or upon request at hello@level3-ai.com. For customers subject to GDPR, the DPA includes Standard Contractual Clauses as required.
Level3 AI will not use Customer Data, including conversation transcripts, to train, fine-tune, or improve shared AI models without your explicit written consent. Model improvements are made using synthetic data, consented benchmark datasets, and internal test scenarios only.
The Level3 AI platform, including its software, AI models, user interface design, documentation, trademarks, and all associated intellectual property, is and remains the sole property of Level3 AI Pte. Ltd. or its licensors. These Terms do not grant you any intellectual property rights in the platform beyond the limited right to use it for the purposes described herein.
Customer Data, including knowledge base content, custom agent configurations, and conversation transcripts, remains your property. Any customisations or configurations you create within the platform belong to you and may be exported in machine-readable formats upon request.
If you provide feedback, suggestions, or ideas about the platform ("Feedback"), you grant Level3 AI a perpetual, irrevocable, royalty-free licence to use that Feedback for any purpose, including incorporating it into the platform, without obligation or compensation to you.
Level3 AI provides REST API access to platform functionality. By using the API, you agree to the following additional terms:
Level3 AI targets 99.9% monthly platform uptime for paid plans. Uptime is measured excluding scheduled maintenance windows, which are announced at least 48 hours in advance via email and our status page.
In the event of unplanned downtime exceeding 1 cumulative hour in a calendar month, Enterprise customers are eligible for service credits as specified in their Order Form. Starter and Growth customers are not contractually entitled to service credits but may contact us for goodwill credits in cases of extended or repeated outages.
Service credits are the sole remedy for downtime events. Level3 AI is not liable for business losses arising from platform unavailability.
"Confidential Information" means any non-public information disclosed by one party to the other in connection with these Terms that is designated as confidential or that reasonably should be understood to be confidential given the nature of the information and the circumstances of disclosure. Customer Data is your Confidential Information. Level3 AI's pricing, product roadmap, and proprietary technical details are Level3 AI's Confidential Information.
Each party agrees to protect the other's Confidential Information with the same degree of care it uses to protect its own confidential information, and not less than reasonable care. Confidential Information may only be used to fulfil obligations or exercise rights under these Terms.
Level3 AI warrants that: (i) the platform will perform materially in accordance with its documentation under normal use; (ii) we will not knowingly introduce malicious code into the platform; and (iii) we have the authority to enter into these Terms.
EXCEPT AS EXPRESSLY STATED ABOVE, THE PLATFORM IS PROVIDED "AS IS". LEVEL3 AI DISCLAIMS ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. LEVEL3 AI DOES NOT WARRANT THAT THE PLATFORM WILL BE ERROR-FREE, UNINTERRUPTED, OR THAT AI AGENT OUTPUTS WILL BE ACCURATE OR SUITABLE FOR ANY PARTICULAR PURPOSE.
The Customer is responsible for reviewing and validating AI agent responses before deploying the platform in any context where AI errors could cause material harm, including medical, legal, or financial advisory contexts.
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, LEVEL3 AI'S TOTAL LIABILITY TO THE CUSTOMER ARISING OUT OF OR RELATING TO THESE TERMS, WHETHER IN CONTRACT, TORT (INCLUDING NEGLIGENCE), OR OTHERWISE, SHALL NOT EXCEED THE AMOUNT PAID BY THE CUSTOMER TO LEVEL3 AI IN THE 12 MONTHS PRECEDING THE CLAIM.
IN NO EVENT SHALL LEVEL3 AI BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOSS OF PROFITS, LOSS OF DATA, BUSINESS INTERRUPTION, OR LOSS OF GOODWILL, EVEN IF LEVEL3 AI HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
These limitations of liability apply to all claims regardless of the form of action and whether or not Level3 AI has been informed of the possibility of the loss or damage in question. Some jurisdictions do not allow exclusion of certain warranties or limitation of liability — in those jurisdictions, liability is limited to the greatest extent permitted by law.
You agree to defend, indemnify, and hold harmless Level3 AI, its directors, officers, employees, and contractors from any claims, damages, losses, and expenses (including reasonable legal fees) arising from: (i) your violation of these Terms; (ii) your use of the platform in a manner not authorised by these Terms; (iii) your deployment of AI agents in a manner that violates applicable law; or (iv) your Customer Data, including any claim that your Customer Data infringes a third party's intellectual property or privacy rights.
These Terms commence when you create an account or begin using the platform and continue until your subscription is terminated.
You may cancel your subscription at any time through the platform's account settings. Cancellation takes effect at the end of the current billing period. No refund is provided for the remaining days in the current billing period unless the 14-day money-back guarantee applies.
Level3 AI may terminate or suspend your account immediately if you violate these Terms, fail to pay amounts due, or engage in conduct that we reasonably believe puts other customers or the platform at risk. For non-urgent terminations (e.g., non-payment after the grace period), we will provide 7 days' notice before terminating.
Upon termination, your right to use the platform ceases immediately. Level3 AI will retain Customer Data for 30 days post-termination, during which you may request an export. After 30 days, Customer Data is permanently deleted. Sections of these Terms that by their nature should survive termination (including Sections 7, 10, 11, 12, 13, and 16) will remain in effect.
These Terms are governed by and construed in accordance with the laws of the Republic of Singapore, without regard to its conflict of law provisions.
Any dispute arising out of or in connection with these Terms shall first be submitted to mediation under the Singapore Mediation Centre (SMC) Mediation Rules. If mediation is unsuccessful within 60 days of submission, the dispute shall be finally resolved by arbitration in Singapore under the SIAC Arbitration Rules. The arbitration shall be conducted in English, and the award shall be final and binding.
Notwithstanding the above, either party may seek injunctive or other equitable relief from any court of competent jurisdiction to prevent actual or threatened misappropriation of confidential information or intellectual property.
These Terms, together with any applicable Order Form, DPA, and policies incorporated by reference, constitute the entire agreement between you and Level3 AI regarding the platform and supersede all prior agreements and understandings.
Level3 AI may modify these Terms at any time. We will provide at least 30 days' notice of material changes by email and by posting the updated Terms on our website. Continued use of the platform after the effective date of changes constitutes acceptance of the updated Terms.
You may not assign your rights or obligations under these Terms without our prior written consent. Level3 AI may assign these Terms in connection with a merger, acquisition, or sale of all or substantially all of its assets, provided the assignee assumes all obligations under these Terms.
If any provision of these Terms is found to be unenforceable, that provision will be modified to the minimum extent necessary to make it enforceable. The remaining provisions will continue in full force and effect.
Failure by Level3 AI to enforce any provision of these Terms shall not constitute a waiver of our right to enforce that provision in the future.
Neither party shall be liable for failure or delay in performance caused by events beyond its reasonable control, including natural disasters, government actions, Internet outages, cyber attacks by third parties, or pandemic-related restrictions, provided the affected party notifies the other promptly and takes reasonable steps to resume performance.
For questions about these Terms or to request a Data Processing Agreement:
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