These policies govern your use of the Atagente enterprise AI orchestration platform (the “Atagente Service”), operated by Atalgo (“Atalgo”, “we”, “us”). They are provided alongside, and are governed by, the applicable Master Services Agreement or License Agreement between Atalgo and the customer (“Customer”). For how we handle personal information, see our Privacy Policy.

Acceptable Use Policy (AUP)

Customers shall not use the Atagente Service to:

  • Violate any applicable laws or regulations.
  • Infringe upon the rights of others.
  • Transmit harmful or malicious content.
  • Interfere with the integrity or performance of the Atagente Service.

Violations of this AUP may result in suspension or termination of access to the Atagente Service.

Service Level Agreement (SLA)

This Service Level Agreement (“SLA”) outlines the service levels provided by Atalgo for the Atagente Service under the applicable Master Services Agreement.

Service commitment. Atalgo commits to a Monthly Uptime Percentage of at least 99.9% for the Atagente Service. We are also reliant on our infrastructure providers, such as cloud computing providers and large language model providers. Any SLA breach due to an outage from an external provider will be taken up by Atalgo under its agreements with those providers. Where an SLA breach occurs due to the Atagente Service being down, we will work with affected customers through proactive engagement to provide service credits on a case-by-case basis.

Exclusions. Downtime resulting from the following is excluded from uptime calculations:

  • Scheduled maintenance with prior notice.
  • Factors outside Atalgo's reasonable control (e.g. natural disasters, internet outages).
  • Customer's misuse or unauthorized actions.

Support Policy

This Support Policy outlines the support and maintenance services (“Support”) provided by Atalgo for the Atagente Service, governed by the applicable Master Services Agreement or License Agreement.

Definitions

  • Business Days: Monday to Friday, excluding Australian national public holidays.
  • Business Hours: 9:00 AM to 5:00 PM Australian Eastern Standard Time (AEST) on Business Days.
  • Error: a reproducible defect in the Atagente Service that significantly degrades its functionality as described in the documentation.
  • Bug Fix: a patch or update provided by Atalgo to remedy an Error.
  • Update: any enhancement or improvement to the Atagente Service made generally available to customers.

Support plans

Enterprise Support — available during Business Hours via email and a dedicated Customer Success Manager. Target response times: Level 1 (Critical) 4 Business Hours, Level 2 (High) 8 Business Hours, Level 3 (Low) 2 Business Days. Includes management of independent pipelines and projects, the knowledge / context layer, standard workflow capabilities, bug fixes and updates, and assistance with Error identification and resolution.

Premium Support — available during Business Hours via email and a dedicated Customer Success Manager. Target response times: Level 1 (Critical) 2 Business Hours, Level 2 (High) 4 Business Hours, Level 3 (Low) 1 Business Day. Includes unlimited pipelines and projects, enhanced orchestration and self-service tooling, and priority bug fixes, updates, and assistance.

Severity levels

  • Level 1 (Critical): complete loss of service or major functionality impacting all users.
  • Level 2 (High): significant degradation affecting multiple users or critical features.
  • Level 3 (Low): minor issues, general questions, or feature requests.

Customer responsibilities

  • Provide timely access to relevant personnel and systems.
  • Maintain the Atagente Service in accordance with the documentation.
  • Implement recommended Updates and Bug Fixes.
  • Report Errors with sufficient detail to facilitate troubleshooting.

Exclusions

Support does not cover:

  • Issues caused by unauthorized modifications to the Atagente Service.
  • Problems resulting from third-party software or hardware not provided by Atalgo.
  • Use of the Atagente Service in a manner not consistent with the documentation.
  • Beta features or services not officially released.

To contact support, email atagente@atalgo.com. Atalgo reserves the right to modify this Support Policy, with at least 30 days' notice of any changes.

Security Process Addendum

Atalgo maintains an information security process designed to protect Customer Data against unauthorized access, alteration, disclosure, or destruction. Key measures include:

  • Access controls: role-based access with least-privilege principles.
  • Encryption: data encrypted in transit (TLS 1.2 or higher) and at rest (AES-256).
  • Monitoring: continuous monitoring for security incidents.
  • Testing: regular vulnerability assessments and annual third-party penetration testing.
  • Policies: documented security policies and employee training programs.

Atalgo maintains an incident response plan to address security incidents promptly, including notification to affected customers as required by law.

Data Processing Addendum (DPA)

This DPA applies when Atalgo processes personal data on behalf of the Customer in connection with the Atagente Service. Atalgo shall:

  • Process personal data only on documented instructions from the Customer.
  • Ensure the confidentiality of personal data.
  • Implement appropriate technical and organizational measures for data protection.

Atalgo may engage subprocessors to process personal data; a list of subprocessors is available upon request, and Atalgo will ensure subprocessors are bound by data protection obligations equivalent to those in this DPA. Atalgo shall assist the Customer in responding to data subject requests, and ensure that any international data transfers comply with applicable data protection laws.

End of Life (EOL) Policy

Atalgo provides notice of End of Life (EOL) for its products and services to allow customers to plan for transitions.

  • Announcement: Atalgo will provide at least 6 months' notice before EOL.
  • Support: Atalgo will continue to provide support during the notice period.
  • Termination: after the EOL date, the product or service will no longer be supported or available.

Customers are responsible for transitioning to supported versions or alternatives before the EOL date.

Contact

Questions about these policies? Email atagente@atalgo.com, or write to Atalgo, [Registered address], Australia.