1. Agreement
These Terms of Service ("Terms") are an agreement between you and IC5 Labs, Inc., a Delaware corporation ("IC5 Labs", "we", "our", or "us"). They apply when you use ic5labs.com (the "site"), sign in to an account on the site, or use our products and services, including Product Builder Experience (Customer Signals, Product Model, and Release Intelligence), Customer Signals Agent, and our support services (together, the "services").
If you use the services on behalf of an organization, you agree to these Terms for that organization and confirm you have the authority to do so. "You" then means both you and the organization.
If your organization has signed an order form, subscription agreement, or other written agreement with IC5 Labs, that agreement controls where it conflicts with these Terms.
2. The services
IC5 Labs provides AI-assisted software that runs inside your organization's ServiceNow instance. It helps product teams capture customer signals and needs, connect them to features and roadmaps, and manage releases. The site provides product information, documentation, a customer account area for licenses, requests, and support cases, and ways to contact us.
We may change, add, or remove features of the services. If we discontinue a product you have paid for, we will give existing customers reasonable notice, and your agreement with us governs any remedy.
3. Your account
- Sign-in. You sign in with a Google, GitHub, or Slack account. You're responsible for keeping that account secure and for activity under your IC5 Labs account. Tell us promptly at support@ic5labs.com if you suspect unauthorized use.
- Company accounts. The first person from an organization's email domain to sign in creates that organization's account and becomes its account admin. Account admins invite and remove members, choose other account admins, and manage the organization's licenses and requests. Your organization is responsible for who it gives access to and for the actions of its members.
- Shared visibility. Members of a company account can see the organization's licenses, requests, and support cases, including cases opened by others.
- Accurate information. Give accurate information and keep it current. Use an email address you're authorized to use for your organization.
4. Licenses, fees, and payment
- Product Builder Experience is licensed per ServiceNow instance for an annual term under the plan in your order form. Fees, user limits, and included features are set out in your order form and on our pricing page at the time of purchase.
- Customer Signals Agent is distributed through the ServiceNow Store. Your use of it is also subject to the ServiceNow Store terms and the terms shown on its Store listing.
- Subject to these Terms and payment of applicable fees, we grant your organization a non-exclusive, non-transferable license to install and use the products you've licensed, on the instances and for the term you've licensed them, for its internal business purposes.
- Fees are due as stated in your order form and are non-refundable unless your agreement says otherwise. We may change prices with reasonable notice; changes apply from your next renewal.
5. ServiceNow
Our products are built for the ServiceNow platform, and IC5 Labs is an independent ServiceNow Store partner, not ServiceNow. To use the products you need your own ServiceNow subscription, including any ServiceNow AI products, licenses, and approved model providers they require. Your use of ServiceNow is governed by your agreement with ServiceNow, and ServiceNow is not responsible for our products. ServiceNow is a trademark of ServiceNow, Inc.
6. Your data
- You own your data. Data you or your organization put into the services, including data in your ServiceNow instance and information in support cases, remains yours.
- Our use of it. You grant IC5 Labs a limited license to access and process your data only as needed to provide, support, and secure the services, and as described in our Privacy Policy.
- Data in your instance. Our products store their records in your ServiceNow instance. We access your instance only when you give us access to resolve an issue you raised.
- Your responsibilities. You're responsible for having the rights and any consents needed for the data you use with the services, including consent to record and transcribe meetings where the law requires it.
7. AI features
Some features use generative AI to suggest content such as customer needs, evidence, requirements, and release notes.
- Output is provided as is. AI-generated text, code, or metrics are automated recommendations and may be incomplete or wrong.
- Human review is required. Consistent with the ServiceNow AI Acceptable Use Policy, you agree that a person will review all AI output before it is relied on or put into operation. Don't use the services to bypass manual controls for automated, high-consequence decisions.
- Model providers. AI features use the model provider your ServiceNow administrator has approved, under your agreements with ServiceNow and that provider. We don't use your data to train AI models.
- Sensitive data. Mask or exclude sensitive information before it reaches a model, for example with the data privacy tools your ServiceNow instance provides.
8. Support
We provide technical support under our service level agreement. You can open and follow support cases from your account on the site or by emailing support@ic5labs.com. Severity definitions, response targets, and support hours are described there.
9. Acceptable use
You agree not to:
- Violate any law or regulation, or anyone's rights, including intellectual property and privacy rights.
- Upload malicious code, or try to disrupt, damage, or gain unauthorized access to the services or any system.
- Reverse engineer, decompile, or try to extract the source code of our products, except where the law expressly allows it.
- Resell, sublicense, or redistribute the products without our written permission.
- Share account access with people outside your organization, or use the services to build a competing product.
- Use the products in a way that violates your agreement with ServiceNow.
10. Intellectual property and feedback
The services, the site, and all related software, designs, logos, and content belong to IC5 Labs or its licensors and are protected by intellectual property laws. These Terms don't transfer ownership of any of it to you. If you send us suggestions or feedback, we may use them without any obligation to you.
11. Term, suspension, and termination
- These Terms apply while you use the services. Product licenses last for the term in your order form and renew as it describes.
- You can stop using the site at any time, and ask us to delete your account under our Privacy Policy.
- We may suspend or end access for anyone who materially breaches these Terms, creates a security risk, or doesn't pay amounts due. Where practical we'll give notice and a chance to fix the problem first.
- When a license ends, stop using the product and remove it from your instances. Sections 6, 10, and 12 to 15 continue after these Terms end.
12. Disclaimer of warranties
Except as stated in a written agreement with you, the services are provided "as is" and "as available" without warranties of any kind, express or implied, including warranties of merchantability, fitness for a particular purpose, and non-infringement. We don't warrant that the services will be uninterrupted, error-free, or free of harmful components, or that AI output will be accurate.
13. Limitation of liability
To the maximum extent permitted by law, IC5 Labs and its officers, directors, employees, and affiliates will not be liable for any indirect, incidental, special, consequential, or punitive damages, or for lost profits, revenue, or data, arising from or related to the services or these Terms. Our total liability for any claim arising from or related to the services or these Terms will not exceed the amount you paid IC5 Labs for the services in the 12 months before the claim.
14. Indemnification
You will indemnify, defend, and hold harmless IC5 Labs and its affiliates from claims, liabilities, damages, losses, and expenses, including reasonable legal fees, arising from your use of the services, your data, your violation of these Terms, or your violation of anyone else's rights.
15. Governing law and disputes
These Terms are governed by the laws of the State of Delaware, without regard to its conflict of law rules. Disputes will be resolved exclusively in the state and federal courts for New Castle County, Delaware, and you and IC5 Labs consent to their jurisdiction and venue.
16. General
- Changes. We may update these Terms. We'll post the new version here and update the effective date, and for material changes we'll notify signed-in users or account admins before they take effect. Continuing to use the services after that means you accept the updated Terms.
- Assignment. You may not assign these Terms without our written consent. We may assign them in connection with a merger, acquisition, or sale of assets.
- Severability and waiver. If any part of these Terms is unenforceable, the rest stays in effect. Not enforcing a provision isn't a waiver of it.
- Export. You will comply with applicable export control and sanctions laws when using the services.
- Entire agreement. These Terms, together with our Privacy Policy and any order form or written agreement with you, are the entire agreement between you and IC5 Labs about the services.
17. Contact us
Questions about these Terms:
IC5 Labs, Inc.
Orlando, Florida
support@ic5labs.com