Terms of Service
A plain-English commercial agreement between you and Customer Service Pro (Syracuse, NY). We do the work. You pay the bill. Neither side gets surprised.
1. Acceptance.
By creating an account, signing an order form, or using the service, you ("Customer," "you") agree to these terms with Michael Neubauer, a sole proprietor doing business as Customer Service Pro ("we," "us"). If you're signing on behalf of an organization, you confirm you have authority to bind that organization.
2. The service.
"Service" means Customer Service Pro: the Aria agent, the admin dashboard, the integration adapters, and any documentation we provide. We grant you a non-exclusive, non-transferable right to use the service during your subscription, subject to these terms.
We may add features, change behavior, or deprecate components on reasonable notice. Material reductions in functionality come with 30 days' notice and a pro-rated refund if you choose to leave.
3. Your account and data.
- You are responsible for the accuracy of information you upload, the legitimacy of credentials you authorize, and the use of the sign-in credentials and access tokens we issue you.
- You own your customer data, your knowledge base, and any outputs Aria generates on your behalf.
- You grant us a limited license to process that data to deliver the service. We don't claim ownership of it and we won't train foundation models on it.
4. Acceptable use.
You agree not to use the service to:
- Send unlawful, harassing, defamatory, or fraudulent content.
- Impersonate any person or misrepresent your affiliation.
- Probe, scan, or test the vulnerability of the service without our prior written consent.
- Train competing AI models on our outputs or reverse-engineer the service.
- Send spam, place uninvited automated calls, or violate TCPA / GDPR / CAN-SPAM / equivalent communications laws.
Violations may result in suspension or termination. We reserve the right to refuse service.
5. SMS service terms.
If you enable Aria's SMS channel, the following applies to your deployment and to the end customers who interact with Aria via SMS.
Our own first-party opt-in record — the exact consent disclosure, how it is collected, and every opt-out keyword — is published at SMS Consent & Opt-In.
Customer Service Pro's own messaging. Separately from partner deployments, Customer Service Pro (Michael Neubauer, a sole proprietor doing business as Customer Service Pro, based in Syracuse, New York) sends its own text messages to people who contact Customer Service Pro directly through the live chat or contact form on customerserviceprofessional.com and who provide their mobile number and check the SMS-consent box. These first-party messages are conversational and transactional only — support and sales follow-ups, scheduling confirmations, and answers to a request the recipient started — and carry the same consent, STOP/HELP, frequency, and "Msg & data rates may apply" terms described in this section. We do not buy, sell, or share these numbers, and we do not text anyone who did not contact us first.
Consent and opt-in. You are responsible for obtaining clear, affirmative consent from each end customer before any SMS is sent to that customer's phone number. Acceptable opt-in flows include a signup form checkbox, a support form, or an account portal preference, each clearly stating that messages will be sent and at what frequency. You will preserve consent records, with timestamp and source, in a manner that allows audit on request.
Permitted message types. SMS is restricted to transactional purposes: order updates, scheduling confirmations, refund acknowledgments, support follow-ups, and ticket-resolution notifications. Marketing, promotional, or solicitation SMS is prohibited under your toll-free SMS verification terms and would put your deployment out of compliance.
STOP and HELP handling. The system honors STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, and QUIT as opt-out keywords, recognized in any casing. On receipt, the end customer's opt-out flag flips immediately and no further SMS is sent to that number. HELP returns standard help information via the carrier auto-response.
Carrier disclaimer language. You agree to include "Msg & data rates may apply" in your opt-in flow and in any SMS where it is required by the carriers (typically the first message and after re-enrollment). You acknowledge that we are not liable for delays, message non-delivery, or carrier-side throttling outside our control.
Termination of SMS service. We may suspend SMS sending on your tenant if we receive carrier complaints, if your campaign is decertified by The Campaign Registry, or if we observe traffic patterns that violate Section 4 (Acceptable use). Suspension is reversible once the underlying issue is resolved.
6. Subscriptions and billing.
Plans are billed in advance, on the cycle stated in your order form (monthly or annual). Each plan includes a stated number of conversations per billing period.
Overage. Additional conversations beyond your plan's included volume are billed at $0.50 each, in arrears, on your next invoice. We notify you at 80% and 100% of your included volume, and service never shuts off for exceeding it. There are no separate per-ticket or per-tool-call charges.
What counts as a conversation. A counted conversation is one customer issue in which Aria provides at least one substantive response. It is counted once regardless of how many messages are exchanged or how many actions Aria takes on it. The following are not counted: spam; internal testing by you or by us; duplicate webhook events; automated system notifications; conversations in which Aria never responded; and the reopening of the same issue within 72 hours of its previous close.
Enterprise plans are annual-only. Enterprise subscriptions require an annual agreement and are not available on a monthly cycle. Monthly plans on other tiers may be canceled effective at the end of the then-current billing cycle. Annual plans renew annually on the notice terms in Section 12.
Late payments accrue interest at 1.5% per month (or the maximum rate permitted by New York law, whichever is lower). We may suspend service after 30 days of unpaid invoices, on written notice.
Refund policy. Fees are non-refundable except in the two cases stated here: (a) a pro-rated refund if we materially reduce functionality during the term, and (b) refund of the Implementation & Launch fee under the Launch Guarantee in Section 6a.
6a. Launch Guarantee.
Aria will reach a 65% Verified Tier-One Resolution rate within the first 30 days after production launch, or we will refund your Implementation & Launch fee. This is an express exception to the non-refundability of fees in Section 6.
Verified Tier-One Resolution means all of the following are true for a conversation: (1) Aria resolved the eligible issue without human intervention; (2) any action the resolution required was completed successfully; (3) the customer did not request additional help on that issue; (4) the same issue was not reopened within 72 hours; and (5) the conversation was not spam, internal testing, or a duplicate.
Conditions. The guarantee applies where: the measurement period contains at least 300 eligible conversations; the eligible tier-one intents were agreed in writing before launch; you supplied the required integrations and credentials; your knowledge-base content is reasonably accurate and current; and the shortfall is not attributable to a third-party outage outside our control. The 30-day period begins at production cutover, not at contract signature. To claim, notify us within 30 days after the measurement period ends; we will provide the underlying conversation-level data supporting the calculation.
7. Intellectual property.
- Yours stays yours. Your trademarks, content, customer data, and configurations remain your property.
- Ours stays ours. The service, including code, models we license, the brand, and the documentation, remains our property and our licensors'.
- Outputs. Aria's responses generated for your customers are owned by you, subject to the underlying model providers' acceptable-use terms.
- Feedback. If you send us feedback or suggestions, we may use it without obligation. We won't identify you as the source without permission.
8. Confidentiality.
Each party will treat the other's non-public information as confidential, using at least the same care it uses for its own confidential information and not less than reasonable care. Obligations survive for three years after termination, except for trade secrets, which survive indefinitely.
9. Warranties and disclaimers.
We warrant that the service will materially conform to our published documentation during your subscription. We will use commercially reasonable efforts to maintain availability and security, as detailed in our Security Overview.
Except as stated above, the service is provided "as is." We disclaim implied warranties of merchantability, fitness for a particular purpose, and non-infringement, to the maximum extent permitted by law.
10. Limitation of liability.
To the maximum extent permitted by law, neither party will be liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, revenue, or data. Aggregate liability arising out of these terms will not exceed the fees you paid us in the 12 months before the event giving rise to the claim.
These limits don't apply to indemnification obligations, breach of confidentiality, willful misconduct, or amounts owed under Section 6 (Subscriptions and billing).
11. Indemnification.
We will defend you against third-party claims alleging the service, as provided, infringes that party's intellectual property, and we will pay damages finally awarded or agreed in settlement. You will defend us against third-party claims arising from your content, your configuration, or your use of the service in violation of these terms.
12. Term and termination.
The agreement begins on the date you accept these terms and continues for the subscription term in your order form. Monthly plans renew each billing cycle and may be canceled before the next cycle begins, effective at the end of the then-current cycle. Annual plans renew annually unless either party gives written notice at least 30 days before the renewal date.
Either party may terminate for material breach not cured within 30 days of written notice. On termination we will make your data available for export for 90 days, then permanently delete it.
13. Governing law.
These terms are governed by the laws of the State of New York, United States, without regard to conflict-of-laws principles. Disputes will be resolved exclusively in the state and federal courts located in Onondaga County, New York, except that we may seek injunctive relief in any court of competent jurisdiction to protect intellectual property or confidential information.
14. General.
These terms are the entire agreement on this subject. Amendments must be in writing and signed by both parties. If a provision is found unenforceable, the rest survive. Neither party may assign these terms without the other's consent, except in connection with a merger or sale of substantially all assets.
15. Contact.
Questions, notices, or escalations: reach us through the contact form.