1. Agreement and scope
These Terms of Use govern access to the Susan website, platform, managed AI agents, Microsoft Teams apps and bots, other connected applications, and related services (“Service”). By using the Service, you agree to these terms. If you use it for an organization, you must be authorized to do so and follow the organization’s policies.
“Susan,” “we,” and “us” refer to the provider of the Susan service identified in the applicable customer agreement. A signed customer agreement, order form, or data processing agreement takes precedence over these terms on the subject it governs. These terms do not replace that agreement or change its negotiated protections.
You must be at least 18 years old and legally able to use the Service. If you do not agree to these terms, do not use it.
2. The Susan service
Susan provides managed AI agents that help perform business workflows through authorized applications, messaging channels, and agent computers. Features, access, deliverables, support, and deployment arrangements depend on the customer’s agreed service and configuration.
We maintain and update the Service over time. Specific availability, response times, or service levels apply only where agreed in writing.
3. Accounts and authorization
Your organization is responsible for designating authorized users, maintaining accurate account information, protecting its credentials, and granting access appropriate to each workflow. Tell us promptly if you suspect unauthorized access.
Customer instructions, enabled integrations, and configured approval requirements define the work Susan is authorized to perform. Your organization must have the necessary rights and permissions for the data, systems, and activities it authorizes. Users must not attempt to bypass access restrictions or approval requirements.
4. Microsoft Teams and connected applications
Teams apps and other integrations require the relevant organization’s approval, installation, configuration, and permissions. Microsoft and other providers control their own services, consent requirements, and availability. Use of those services remains subject to their terms.
Authorizing an integration permits Susan to access and use the approved resources to carry out the configured workflow. Your organization controls which accounts and destinations are connected. A message or result sent to a shared channel may be visible to other participants, so use an appropriate destination for confidential information.
Administrators may revoke permissions or remove an app using the provider’s controls and may ask Susan to disconnect a workflow. Revocation can interrupt scheduled tasks. Removing an app does not by itself end a customer agreement or delete records already held by Susan or another service.
5. AI outputs and human oversight
AI-generated content and automated work can contain errors or omissions. Your organization is responsible for reviewing outputs and applying approvals appropriate to the consequences of the task, particularly before external communications, financial transactions, filings, or changes to important business records.
Susan supports business operations and does not replace professional legal, tax, accounting, medical, or other regulated judgment. Do not rely on the Service as the sole basis for a decision with legal or similarly significant effects on an individual. Customer-specific approval and supervision requirements remain part of the agreed workflow.
6. Acceptable use
You must not use the Service to violate law or third-party rights; send abusive, deceptive, or unlawful communications; distribute malware; obtain unauthorized access; expose another organization’s data; or interfere with the security or operation of the Service.
Do not submit data or authorize activities outside your organization’s rights or the agreed scope. Special categories of data and regulated workflows requiring additional contractual or technical safeguards must be agreed before use. Do not misrepresent AI-generated work as having received professional or human approval when it has not.
7. Customer data and privacy
Your organization retains its rights in the data it provides. You grant Susan the limited rights needed to process that data to provide, maintain, support, and secure the Service under your instructions and agreement.
The Privacy Policy explains the information we process, AI and service-provider involvement, retention, and privacy requests. A data processing agreement applies where separately agreed. Contact us to coordinate access, return, or deletion requests; retention required by law, contract, or a legal hold may continue.
8. Activity records and service changes
Susan maintains records of supported operational activity, organized through Runs, Changes, Access, and Data lifecycle views in its Audit Center. These records cover recorded connection changes and agent-computer activity. Customers may contact support to request information about activity associated with their organization. Record availability, detail, and access to views or exports depend on the applicable agreement, configured reporting scope, permissions, and retention.
Use these records together with the histories and records of the applications involved in the workflow. Retain any records your organization must preserve for its own business or regulatory obligations.
9. Commercial arrangements
Fees, payment schedules, renewal, cancellation, and any service commitments are governed by the customer’s order form or service agreement. Installing or removing a Teams app does not change those commercial terms. Subscription administration and any payment processing take place through the agreed billing arrangements.
10. Intellectual property
Susan and its licensors retain rights in the Service’s software, design, branding, and other platform materials. Subject to these terms and your customer agreement, you may use the Service for your organization’s authorized business purposes. No ownership of the platform is transferred.
Rights in customer-specific deliverables are governed by the customer agreement. AI outputs may not be unique and may require review for third-party rights before use.
11. Suspension and termination
We may restrict or suspend access where reasonably necessary to address a security risk, unlawful activity, or material breach, subject to the customer agreement and applicable law. We provide notice where practicable and work with the authorized customer contact on resolution.
You may request account closure or end the Service in accordance with your agreement. On termination, access ends and data return or deletion is handled under that agreement and the Privacy Policy. Provisions that by their nature should survive termination continue to apply.
12. Warranties and liability
Any warranties and liability terms in a signed customer agreement control. Otherwise, to the extent permitted by law, the Service is provided “as is” and “as available,” without implied warranties of merchantability, fitness for a particular purpose, or non-infringement. We do not guarantee that AI outputs will be accurate or that the Service will be uninterrupted.
Except as otherwise agreed in writing and to the extent permitted by law, Susan is not liable for indirect, incidental, special, consequential, or punitive damages, or loss of profits or revenue. Our total liability arising from the Service is limited to the amount paid to us for the Service in the 12 months preceding the event giving rise to the claim. These terms do not exclude liability or rights that cannot lawfully be excluded.
13. Updates and governing terms
We may update these terms and will identify the current version by its effective date. We give notice of material changes through appropriate service communications or a prominent notice. Changes take effect as stated in that notice, subject to the customer agreement and applicable law.
The governing law and dispute provisions in your customer agreement apply. If no such agreement specifies otherwise, these terms are governed by the laws of the State of Florida, United States, without regard to conflict-of-law rules, subject to any mandatory protections under applicable law.
September 28, 2026: This version covers Susan’s managed agents, Microsoft Teams apps, authorized workflows, client activity records, and the relationship to customer agreements.
14. Contact and support
For questions about these terms, support, or a privacy request, contact Susan at hello@trysusan.com. Include your organization and a brief description of the request. Do not include passwords or access tokens.