Terms & Conditions

These Terms & Conditions govern your use of Open Ticket AI products and services (collectively, the "Services"). By accessing or using our Services, you agree to be bound by these terms.

If you do not agree to these terms, please do not use our Services.

Open Ticket AI provides intelligent automation solutions for helpdesk ticketing systems including OTRS, Znuny, and Zammad. Our Services include:

• AI-powered ticket classification and tagging models
• Automation engine for workflow automation
• Integration services for existing ticket systems
• Custom model development and training services
• Synthetic data generation for AI training
• Professional consulting and support services

Subject to these terms and payment of applicable fees, we grant you a limited, non-exclusive, non-transferable license to use our Services for your internal business purposes.

Open-source components of our platform are licensed under their respective open-source licenses. Custom AI models and proprietary integrations are licensed separately as specified in your service agreement.

We are committed to protecting your data and privacy:

• Self-hosted deployment ensures your data remains within your infrastructure
• We comply with GDPR and other applicable data protection regulations
• Synthetic data generation uses no real customer data unless explicitly provided by you
• Data processing agreements are available upon request for enterprise customers

Pricing for our Services is available on our website and in individual service agreements. Unless otherwise specified:

• All prices are quoted in Euros (EUR) and exclude applicable taxes
• Payment terms are net 30 days from invoice date
• Integration and development services are billed as one-time fees
• Ongoing support and maintenance are billed according to the service agreement

Support levels and response times vary by service tier and are defined in your service agreement. Standard business hours are Monday-Friday, 9:00-17:00 CET, excluding German public holidays.

We warrant that our Services will perform substantially in accordance with the documentation provided. However, AI-based services are provided "as is" and results may vary based on your data, configuration, and use case.

We do not guarantee specific accuracy rates or automation success rates as these depend on factors outside our control.

To the maximum extent permitted by applicable law, our total liability for any claims arising from these terms or your use of our Services shall not exceed the fees paid by you in the twelve (12) months preceding the claim.

We are not liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or business opportunities.

All intellectual property rights in our Services, including software, models, documentation, and branding, remain our property or that of our licensors.

Custom models developed specifically for you under a service agreement may be licensed to you according to the terms of that agreement.

These terms remain in effect until terminated. Either party may terminate a service agreement with 30 days written notice, unless otherwise specified in your service agreement.

Upon termination, you must cease using our Services and, if applicable, return or destroy any confidential information.

These Terms & Conditions are governed by the laws of the Federal Republic of Germany. Any disputes arising from or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of Berlin, Germany.

We reserve the right to modify these terms at any time. We will notify you of material changes by email or through our website. Your continued use of our Services after such changes constitutes acceptance of the modified terms.

For questions about these Terms & Conditions, please contact us at: