Serval Legal
The information provided here is for Serval customers and users who have questions about our terms, policies, intellectual property, and compliance
Acceptable Use Policy
1. Introduction
This Acceptable Use Policy (this “Policy”) describes the permitted and prohibited uses of the services, software, and platform provided by Serval, Inc. (“Serval,” “we,” “our,” or “us”) (collectively, the “Services”). This Policy is incorporated by reference into the Serval Customer Terms of Service or the Master Services Agreement between you and Serval, as applicable to your use of the Services (the “Agreement”) and applies to all users of the Services, including Customer and its Authorized Users. Capitalized terms not defined in this Policy have the meanings given to them in the Agreement.
We may update this Policy from time to time. If we make material changes, we will provide reasonable advance notice through the Services or by other means. It is your responsibility to keep up-to-date with and adhere to the policies posted here. Your continued use of the Services after any update constitutes acceptance of the revised Policy.
2. General Use Requirements
You agree to use the Services only for lawful purposes and in accordance with this Policy, the Agreement, and all applicable laws, regulations, and industry standards. You are responsible for ensuring that all Authorized Users comply with this Policy.
3. Prohibited Uses
You will not, and will not permit any Authorized User or third party to, use the Services to:
3.1 Illegal and Harmful Activity
Violate any applicable local, state, national, or international law or regulation.
Engage in, promote, or facilitate fraud, money laundering, terrorist financing, or other financial crimes.
Process, store, create or transmit content that exploits, harms, or threatens the safety of any person, including minors, or that promotes discrimination, bigotry, racism, hatred, harassment or harm against any individual or group.
Engage in, promote, or facilitate harassment, bullying, intimidation, defamation, threats of violence, or violent conduct.
Send any unsolicited or unauthorized advertising, promotional materials, email, junk mail, spam, chain letters or other form of solicitation.
Impersonate or misrepresent your affiliation with any person or entity.
Post, upload, publish, submit or transmit any content that is fraudulent, false, misleading or deceptive.
Distribute malware, ransomware, viruses, or other malicious code through or in connection with the Services.
3.2 Intellectual Property and Confidentiality
Infringe, misappropriate, or violate the intellectual property rights, privacy rights, or other rights of any third party.
Use the Services to collect, store, or process personal data in violation of applicable data protection laws, including, without limitation, the GDPR, CCPA, and similar regulations.
Use any meta tags or other hidden text or metadata utilizing a Serval trademark, logo URL or product name without Serval’s express written consent.
Upload, transmit, or distribute content that you do not have the right to share or that violates any contractual obligation, including non-disclosure agreements.
3.3 Platform Integrity and Security
Attempt to gain unauthorized access to the Services, other accounts, computer systems, or networks connected to the Services, or the technical delivery systems of Serval's providers.
Interfere with, disrupt, impose an unreasonable burden on the Services or the infrastructure supporting the Services, or attempt to access or search the Services or download content through the use of any engine, software, tool, agent, device or mechanism (including spiders, robots, crawlers, data mining tools or the like) other than the software and/or search agents provided by Serval or other generally available third-party web browsers.
Reverse engineer, decompile, disassemble, or otherwise attempt to derive the source code, algorithms, or underlying structure of the Services, except to the extent expressly permitted by applicable law.
Access or search the Services through automated means (such as bots, scrapers, spiders, or crawlers) other than through interfaces provided or authorized by Serval.
Bypass, circumvent, or attempt to bypass or circumvent any security measures, access controls, or usage limits of the Services.
Forge any TCP/IP packet header or any part of the header information in any email or newsgroup posting, or in any way use the Services or content to send altered, deceptive or false source-identifying information.
Interfere with, or attempt to interfere with, the access of any user, host or network, including, without limitation, sending a virus, overloading, flooding, spamming, or mail-bombing the Services.
Probe, scan, or test the vulnerability of the Services or any network connected to the Services, except with Serval’s prior written consent.
3.4 Resale and Unauthorized Distribution
Resell, sublicense, rent, lease, or lend the Services or any access thereto to any third party.
Frame, mirror, or otherwise reproduce the Services, or any portion thereof, on any other server or internet-based device.
Use the Services to build a competitive product or service, or to benchmark the Services against a competing product or service.
Use the Services, or any portion thereof, for any commercial purpose or for the benefit of any third party or in any manner not permitted by this Policy.
Encourage or enable any other individual to engage in any of the prohibited uses described in this Section 3.
4. AI-Specific Use Requirements
The Services include AI-powered features, including but not limited to automated ticket routing, knowledge base queries, workflow automation, and access provisioning. The following additional requirements apply to the use of AI features and any Output generated by the Services:
4.1 Permitted AI Uses
Using AI features for internal IT service management, help desk operations, knowledge management, and workflow automation as described in the Documentation.
Using Output to assist with decision-making, provided that a qualified human reviews, validates, and expressly approves any AI-generated responses, recommendations, or actions before they are communicated to end users or relied upon for consequential decisions.
Customizing AI behavior through Customer Materials uploaded to the Services in accordance with the Agreement.
4.2 Prohibited AI Uses
You will not use the Services or any Output to:
Make fully automated decisions with legal or similarly significant effects on individuals without meaningful human oversight.
Generate content intended to deceive, mislead, or impersonate any person or entity, including deepfakes or synthetic media presented as authentic.
Engage in discriminatory practices, including using AI features for decisions related to employment, credit, housing, insurance, education, or other consequential areas in a manner that discriminates based on protected characteristics.
Develop, improve, or train any machine learning model, algorithm, or AI system outside of the Services using Output or data obtained from the Services.
Generate or distribute spam, phishing content, malware, or other harmful or deceptive communications.
Provide medical, legal, financial, or other regulated professional advice in a manner that could reasonably be relied upon as a substitute for qualified professional judgment.
Circumvent or attempt to circumvent content filters, safety mechanisms, or usage controls implemented in the Services.
Generate content that promotes violence, self-harm, illegal activity, or the exploitation of any person.
4.3 Output Accuracy and Responsibility
AI-generated Output may not always be accurate, complete, or current. You acknowledge and agree that:
You are responsible for evaluating the completeness, accuracy and appropriateness of all Output before use.
Output should not be used as the sole basis for consequential decisions without independent verification.
Serval does not guarantee the accuracy, reliability, or fitness for purpose of any Output.
4.4 AI Transparency
Serval is committed to transparency in its use of artificial intelligence:
AI-generated Output within the Services is labeled or otherwise identified as AI-generated (e.g., “Serval AI”), enabling Customer to distinguish between human-authored and AI-generated content for audit and compliance purposes.
Serval maintains a current list of AI subprocessors and model providers on its Trust Center (trust.serval.com). Changes to this list are subject to the notification procedures described in the Data Processing Addendum.
Customer Materials processed by AI features are handled in accordance with the Agreement and the Data Processing Addendum.
5. Data and Content Standards
You are responsible for all data, content, and materials submitted to the Services by you or your Authorized Users. You will not upload, transmit, or otherwise make available through the Services:
Content that is unlawful, tortious, defamatory, obscene, or otherwise objectionable.
Sensitive personal data (such as Social Security numbers, financial account numbers, health information, or government-issued identification numbers) unless explicitly permitted in a separate agreement between us and in compliance with applicable law.
Content that contains viruses, trojan horses, worms, or other harmful or disruptive components.
Content that is subject to export control or sanctions regulations without proper authorization.
Customer Materials and Model Training. Serval does not use Customer Materials to train, fine-tune, or improve general-purpose AI or machine learning models unless Customer provides express authorization. Serval does not use identifiable Customer Materials for cross-customer model training. Any use of aggregated, de-identified data for service improvement is described in the Agreement and/or Data Processing Addendum.
6. Reporting and Enforcement
6.1 Reporting Violations
If you become aware of any actual or suspected violation of this Policy, please report it to legal@serval.com. We take all reports seriously and will investigate promptly.
6.2 Consequences of Violation
Serval reserves the right to investigate any suspected violation of this Policy. If we determine that a violation has occurred, we may, at our sole discretion and without limiting any other remedies available to us:
Issue a warning and request that the violation be cured within a specified timeframe.
Temporarily suspend access to the Services for the affected Authorized Users or Customer account.
Permanently terminate access to the Services in accordance with the Agreement.
Remove or disable access to any content that violates this Policy.
Where practicable and unless prohibited by law or where immediate action is necessary to prevent harm, Serval will provide Customer with reasonable notice and an opportunity to cure prior to taking enforcement action.
6.3 No Monitoring Obligation
Serval is not obligated to monitor the Services for violations of this Policy, but reserves the right to do so. Serval reserves the right, but is not obligated, to remove or disable access to any Services, at any time and without notice, including, but not limited to, if we, at our sole discretion, consider any use of the Services to be objectionable or in violation of this Policy. We have the right to investigate violations of this Policy or conduct that affects the Services. Serval may also cooperate with law enforcement authorities in the investigation and prosecution of illegal activity.
7. Contact Information
Questions about this Policy should be directed to legal@serval.com.
Serval, Inc.
San Francisco, CA 94104