Service Terms

These Service Terms form an agreement between DemarcLabs and the organization that creates, activates, or uses a DemarcLabs workspace. “Customer” means that organization. Any Order Form, the Acceptable Use Policy, the Privacy Notice, and an applicable Data Processing Addendum are incorporated into the “Agreement.”

Each person accepting or signing the Agreement represents that they are at least 18 and have authority to bind the applicable organization. If you lack that authority, do not accept or use the service.

DemarcLabs provides customer-controlled telecom operating software and may provide separately scoped advisory, provider sourcing, implementation coordination, lifecycle support, and billing-governance services. The applicable Order Form identifies the enabled scope, support window, capacity, fees, and term.

DemarcLabs is not a carrier, law firm, accounting firm, payment processor, or purchasing agent. DemarcLabs does not pay Customer invoices or autonomously enter, modify, renew, or terminate third-party agreements. Provider sourcing or outreach requires Customer's written request, approved sharing scope, and applicable compensation disclosure.

Customer will designate an account owner, keep membership and role information accurate, use least-privilege access, and promptly report suspected unauthorized access. Users may access only workspaces and records they are authorized to use.

• Maintain lawful authority for Customer Content and instructions.
• Review source evidence and approve material facts before relying on them.
• Protect credentials, endpoints, exports, and independent records required by Customer policy.
• Make all final business, financial, legal, security, procurement, and provider decisions.

Customer retains its rights in Customer Content. Customer grants DemarcLabs a limited, nonexclusive right to host, copy, transmit, scan, extract, organize, display, support, secure, return, and delete Customer Content only as needed to provide the service, follow Customer instructions, prevent harm, and comply with law.

Customer may submit only data categories authorized by the Agreement. Unless expressly approved in an Order Form or Data Processing Addendum, Customer must not submit credentials, authentication secrets, payment-card data, government identifiers, protected health information, biometric data, consumer communications content, export-controlled technical data, or special-category personal data.

Relay may propose classifications, extracted fields, relationships, comparisons, summaries, and findings. Outputs may be incomplete or incorrect. Material facts remain proposals until a person reviews the source evidence and approves or corrects them.

Relay cannot purchase, cancel, renew, negotiate, pay, contact a provider, change an external system, or make a legally or commercially binding decision. DemarcLabs does not promise savings, complete extraction, legal interpretation, tax treatment, regulatory compliance, or a specific commercial outcome.

Support is provided through the channel and operating window stated in the Order Form. Published response targets are operating objectives unless the Order Form expressly identifies a service level and remedy.

DemarcLabs personnel may access or change Customer records only through the governed support process. Assisted administration requires an attributable support case, a permitted purpose and scope, a time-limited access grant, an authorized operation, and an audit record. Customer can revoke the grant before expiration. Support personnel may not use shared Customer credentials or bypass the support-access workflow.

DemarcLabs maintains the safeguards described in the Trust Center and, when applicable, the executed Data Processing Addendum. Implemented controls include tenant-scoped authorization, private document storage, malware screening, human-reviewed extraction, governed support access, audit history, rate controls, vulnerability checks, and incident procedures.

No certification, uninterrupted service, error-free operation, recovery time, recovery point, or availability percentage is promised unless expressly stated in the Order Form. Planned maintenance and emergency containment may temporarily limit access.

The Privacy Notice, Subprocessor Register, and AI Governance Policy describe current handling and provider boundaries. When a Data Processing Addendum applies, it is incorporated into the Agreement and controls the processing of Customer Personal Data.

DemarcLabs will not use Customer source documents or Customer-specific extracted facts to train a model shared across customers without separate written authorization. DemarcLabs does not sell Customer Personal Data or share it for cross-context behavioral advertising.

Each party will protect the other party's nonpublic business, technical, financial, and commercial information using at least reasonable care and will use it only to perform or exercise rights under the Agreement. Confidentiality does not cover information the recipient can document was public without breach, already lawfully known, independently developed, or lawfully received without restriction.

A recipient may disclose Confidential Information when legally required after giving prompt notice when permitted and reasonable assistance at the disclosing party's expense.

Fees, taxes, payment timing, subscription or advisory scope, renewal, cancellation, and termination rights are stated in the Order Form. DemarcLabs will not automatically contact providers, renew services, charge a payment method, or increase fees unless the applicable written agreement authorizes that action.

DemarcLabs may suspend the minimum necessary access to contain a security threat, prohibited use, material legal risk, or overdue undisputed payment after required notice where practicable. Access will be restored when the basis is resolved.

On termination, Customer may request the available governed export during the retrieval period stated in the Order Form. DemarcLabs will then delete Customer Content under the applicable retention and backup-aging schedule, subject to legal holds and records DemarcLabs must retain for security, legal, billing, or dispute purposes.

Customer remains responsible for downloading and protecting exports and any source documents it must retain independently.

DemarcLabs and its licensors retain all rights in the service, software, documentation, workflows, models, prompts, taxonomies, and improvements, excluding Customer Content. Customer receives a limited, nonexclusive, nontransferable right during the applicable term to use the service for its internal business purposes.

If Customer provides feedback, DemarcLabs may use it without restriction or payment, but will not identify Customer publicly or disclose Customer Confidential Information without permission.

Each party warrants that it has authority to enter the Agreement. DemarcLabs will provide the service in a professional and workmanlike manner and will materially conform to the applicable documentation. Customer's exclusive remedy is reperformance or the remedy stated in the Order Form.

Except for express warranties in the Agreement, the service and Relay outputs are provided “as is” and “as available” to the maximum extent permitted by law. DemarcLabs disclaims implied warranties of merchantability, fitness for a particular purpose, title, noninfringement, and any warranty arising from course of dealing or usage of trade.

To the maximum extent permitted by law, neither party is liable for indirect, incidental, special, exemplary, punitive, or consequential damages, or lost profits, revenue, savings, goodwill, or data, even if advised of the possibility. The applicable Order Form states the agreed aggregate liability cap and any required carveouts.

Any indemnification obligation, claim procedure, governing law, venue, dispute process, notices, and other negotiated legal terms are controlled by the signed Order Form or incorporated agreement. Nothing in these online terms limits liability where law prohibits limitation.

DemarcLabs will not use a silent material terms change to expand rights over Customer Content. Material changes receive a new version and notice appropriate to the change, with renewed assent when required.

The Data Processing Addendum controls conflicts about Personal Data. An Order Form controls commercial scope and any conflict it expressly identifies. These Service Terms control all remaining use of the platform and services.