These Product Terms apply to subscriptions to Valiss Manager, Valiss AI Copilot and AI phone (the "Products"). They supplement the Valiss Terms of Service and take precedence over them in the matters they govern. Capitalised terms have the meaning given to them in § 1.4 of the Terms of Service. Prices, included quantities, contract term and the channels the Customer's solution includes are set out in the quote.
1. The Products
1.1 Valiss Manager is the platform the Customer's staff log in to. Here staff see the Assistant's conversations with summary, sentiment assessment and keywords, usage of minutes and messages, and here they manage Knowledge, lists, users and rules. Valiss Manager is included in every subscription.
1.2 The Assistant is the AI assistant that answers enquiries on the Customer's behalf in the channels the quote specifies. Depending on the quote, the Service may include:
- AI phone: an AI-optimised cloud phone number where the Assistant answers calls around the clock in all languages, hands over to a human according to the Customer's rules and sends SMS with links or information.
- Website chat: a chat we place on the Customer's website, where the Assistant answers from Knowledge.
- Email and SMS: answering incoming email and sending messages from the Service.
- Lookups in the Customer's lists: if the Service includes it, the Assistant looks up lists the Customer uploads in Valiss Manager, such as arrival, booking or order lists, to recognise and verify the person enquiring.
- Directions, videos and steps: if the Service includes it, we convert the Customer's instructions and videos into steps the Assistant can guide through, and send map links to the Customer's addresses.
- Alert and handover: if the Service includes it, the Assistant sends alert SMS to the Customer's on-call staff and transfers calls to a number the Customer has provided.
1.3 Valiss AI Copilot is the assistants the Customer's staff use themselves: an internal assistant that answers from the same Knowledge as the Assistant, and a CRM assistant that can look up the Customer's lists, conversations and summaries. The number of users is set out in the quote. Copilot can run with the "Keep me in the EU" setting, where all model calls take place in the EU; the setting cannot be switched off without written instruction from the Customer and notice under the Data Processing Agreement.
1.4 The Service does not include write access to the Customer's booking, hotel, finance or other systems, nor reservations, availability enquiries or payment through the Assistant, unless expressly agreed. Connections to the Customer's systems are agreed separately and in writing once the system vendor has confirmed the access, cf. § 2.3 of the Terms of Service.
1.5 Add-ons made available before price and scope have been agreed may be used under § 2.4 of the Terms of Service: without payment, without any warranty of function or uptime, and covered by the Data Processing Agreement from the moment they are taken into use.
2. Setup, testing, approval and Launch
2.1 Setup includes what the quote describes, typically: creation of the Customer's installation in Valiss Manager, building Knowledge from the Customer's materials, adaptation to the Customer's lists, configuration of channels and handover rules, and if the Service includes it, a chat snippet on the Customer's website, updating phone numbers on the website and correcting the Customer's map pins with Google and Apple.
2.2 We aim to have the Assistant ready for testing within 4 weeks of payment of the first instalment and receipt of the Customer's materials under section 7, and strive to do it faster. The deadline is a target, cf. § 4 of the Terms of Service.
2.3 When Setup is ready, we run a test round together with the Customer, for AI phone on a test number. The Assistant is then put into operation. For AI phone this takes place on a cloud number, which the Customer makes its primary number on its website, in confirmation emails and with search services, while the Customer's own number becomes the emergency phone.
2.4 The Customer approves the Assistant in writing once it has run in operation. If the Customer has neither approved nor raised specific, written objections within 10 business days after the Assistant has been put into operation, it is deemed approved, cf. § 6 of the Terms of Service.
2.5 Launch is the date of approval. The contract term and subscription payments run from Launch, not from signature. The second instalment of Setup falls due at Launch. If the Customer does not approve, and we cannot correct the objections within the scope of the quote, § 5.4 of the Terms of Service applies.
3. Included quantities and usage
3.1 The subscription includes the quantities stated in the quote, for example a number of phone minutes and messages per month. Email is unlimited unless the quote states otherwise. Usage beyond what is included is charged at the unit prices stated in the quote.
3.2 How usage is counted:
| Unit | How it is counted |
|---|---|
| Phone minutes | Incoming calls to the Assistant and the time a transferred call lasts with the Customer's on-call staff, per commenced minute. Example: 130 minutes used with 100 included gives 30 minutes at the unit price. |
| Alert SMS and messages | SMS messages the Service sends: alerts to on-call staff, map links, video links, confirmations and resent information, per message. Messages sent from the Customer's own systems, such as codes from the Customer's lock system, do not count. |
| Chat and email | Unlimited within normal use. We may ask for an agreement on quantities if usage deviates materially from what the quote assumed. |
| Copilot users | The number of personal logins stated in the quote. Additional users are agreed in writing. |
3.3 Unused minutes and messages do not carry over to the following month. Usage can be followed continuously in Valiss Manager.
3.4 We may set usage caps and rate limiting that protect the Customer against misuse of phone, SMS and chat. When a cap is reached, we notify the Customer before the Service is limited, where possible. We are not liable for enquiries that are rejected or limited by a cap.
4. Invoicing
4.1 Setup is invoiced as a one-off service, in instalments if the quote so states. The subscription is invoiced monthly in advance from Launch. Usage beyond what is included is invoiced monthly in arrears. Payment term and other payment conditions follow § 5 of the Terms of Service.
4.2 The subscription price is fixed during an agreed contract term. A discount for a longer contract term is conditional on the term running to its end. If the Customer ends the agreement early, or we terminate it due to the Customer's breach, we may invoice the difference between the list price and the discounted price for the months paid at the discount. Termination under section 6, under Annex B.2 of the Data Processing Agreement or due to our breach does not trigger such invoicing.
5. Contract term and notice
5.1 The contract term is set out in the quote and runs from Launch. If no contract term has been agreed, § 17.2 of the Terms of Service applies.
5.2 After the contract term, the subscription continues on an ongoing basis until terminated by either party with 3 months' written notice to the end of a month.
5.3 During the contract term the subscription can only be brought to an end under section 6, for breach under § 17.4 of the Terms of Service, or by objection to a new sub-processor under Annex B of the Data Processing Agreement.
6. Exit in the event of errors
6.1 If the Error Margin is above 15 % in 3 consecutive calendar months, the Customer may terminate the subscription with 1 month's written notice without paying for the remaining contract term.
6.2 The Error Margin is the share of the Assistant's conversations in a calendar month that the Customer has reported as handled incorrectly in Valiss Manager, and where the error lies with the Assistant. Conversations do not count as errors when the error is due to missing or incorrect Knowledge, missing or incorrect lists, the telecom provider, the Customer's own systems, the Customer's on-call staff or the person enquiring.
6.3 It is a condition that the Customer has reported the errors on an ongoing basis so that we have had the opportunity to correct them, and that the parties have reviewed the figures together at the end of each month.
6.4 Correction under section 9 and the remedy in 6.1 are the Customer's sole remedies for errors in the Assistant's handling of enquiries. The Customer cannot in addition claim a price reduction, damages or termination for such errors, see § 14 of the Terms of Service.
7. The Customer's deliverables and Knowledge
7.1 No later than 5 business days after conclusion of the agreement, the Customer delivers the materials stated in the quote. Depending on the Service, this may be: Knowledge about the Customer's business, addresses, opening hours, prices and rules; an example of the lists the Assistant is to look up, in the format to be used; the videos and instructions to be converted into steps; access to the Customer's website or contact to the website provider; information about the telecom provider and phone system behind the Customer's current number; the phone number of the on-call staff or emergency number; and a contact person with decision-making authority.
7.2 If the Service includes lookups in lists, the Customer uploads the lists in Valiss Manager at the agreed cadence until a system connection has been agreed. If a list is not provided, the Assistant cannot verify the person enquiring, and information that requires verification is not disclosed. This is not a defect in the Service.
7.3 The Customer approves Knowledge before the Assistant is put into operation and keeps it up to date in Valiss Manager or by sending changes to us. Corrections to Knowledge are included, cf. section 9.
8. On-call staff, emergency number and handover
8.1 If the Service includes handover or alerts, the Customer provides, around the clock or during the hours the quote specifies, a number the Assistant can transfer to and send alert SMS to. The Customer keeps the number up to date in Valiss Manager.
8.2 We are not responsible for whether the on-call staff answer, or for what happens after a call has been transferred. The Assistant documents in Valiss Manager that a handover or alert has been attempted.
9. Corrections, maintenance and rebuilds
9.1 Correction of errors, updating of Knowledge, maintenance, monitoring around the clock, security updates and daily backup are included in the subscription, cf. § 8.1 of the Terms of Service.
9.2 Major rebuilds, new features, new channels, new language models at the Customer's request and connections to the Customer's systems are agreed in advance and charged under § 5.8 of the Terms of Service or by quote.
9.3 We may replace the models, voice providers and other services the Service is built on when this gives better quality, lower response time or higher security, within § 8.4 of the Terms of Service and the notification rules of the Data Processing Agreement.
10. Security rules and code policy
10.1 The Customer sets out in Knowledge what the Assistant may disclose, when it must hand over to a human, and what it must never do, cf. § 15.3 of the Terms of Service.
10.2 If the Service includes disclosure of access codes, door codes or other information that gives access to the Customer's premises, accounts or systems, the following code policy applies as an agreed security rule under § 9.4 of the Terms of Service: codes are never disclosed in chat or by email, only over the phone or by SMS to the number on the Customer's list, and only to a person who has been verified against the list. Codes are not stored in the transcript beyond what is necessary to document that a code has been sent.
10.3 The code policy and other agreed security rules cannot be deviated from by the Customer's staff, by instruction in Knowledge or by settings in Valiss Manager. They are changed only by written agreement between the parties.
11. Phone number, website and the Customer's own channels
11.1 If the Service includes AI phone, we provide a cloud number for the term of the subscription. The number is part of the Service and belongs to Valiss or our telephony provider. The Customer's own number remains the Customer's and is used as the emergency line unless otherwise agreed. We are not liable for outages, delays or quality in the telephone network or at the telephony provider. Porting the number to the Customer on termination is not included and requires a separate written agreement and the telephony provider's acceptance.
11.2 Changes to the Customer's website, confirmation emails, search services and map providers that Setup includes are carried out once at Setup. Later changes the Customer wants are agreed under section 9.2.
11.3 On termination the cloud number is closed. The Customer ensures that its website, confirmation emails and search services again show the Customer's own number, and removes the chat snippet from the website, unless we have access and do so as part of the wind-down.
12. Information about AI, recording and guests
12.1 The Assistant presents itself as an AI assistant in its first sentence. In addition, the Customer informs its guests, customers and users that phone and chat are answered by an AI assistant where the law requires it, and describes the processing of their data in the Customer's own privacy policy, cf. § 7.5 and § 15.4 of the Terms of Service.
12.2 Audio from calls is processed in real time and is not stored as an audio file. Only the transcript is stored. Call recording is activated only on written instruction from the Customer, and the Customer is in that case responsible for informing about the recording.
13. Personal data
13.1 The Customer is the data controller for the information about guests, customers, users and staff that the Service processes. We are the data processor. The parties enter into the Data Processing Agreement before we are given access to the Customer's lists and data, and it also applies to add-ons and test installations from the moment they are taken into use.
13.2 The Customer's conversations, lists and data are not used to train AI models, neither by us nor by the sub-processors. All data is stored and processed in the EU, encrypted at rest and in transit. Sub-processors, regions and certifications are set out in Annex B of the Data Processing Agreement and in the Trust Center.
13.3 Retention periods for transcripts, lists, logs and backups follow Annex C.4 of the Data Processing Agreement, unless the Customer sets shorter periods in writing.
14. Liability
14.1 Liability follows § 14 of the Terms of Service. The parties may set a liability cap in the agreement that applies in place of § 14.3.
14.2 The Customer is responsible for the Assistant's answers and actions within the Knowledge and rules the Customer has given it, cf. § 15.2 of the Terms of Service, and for the choices the Customer's staff make in Valiss Manager and Copilot, including who is given access, which fields the lists contain, and what is entered in Copilot.
14.3 We are not liable for loss caused by an enquiry not being answered, being answered incorrectly or not being transferred, by a list being missing or incorrect, by the on-call staff not answering, or by telephony, SMS or model providers having outages or changing behaviour. The Customer's remedies for such errors are correction under section 9 and the remedy in section 6, see 6.4.
15. Termination and handover of data
15.1 On termination we hand over the Customer's data as a complete export in a machine-readable format (Knowledge, lists, transcripts, chat logs, summaries, message log and users) within 30 days after termination and then delete the Customer's data from our systems and from the sub-processors under the Data Processing Agreement. We confirm the deletion in writing.
15.2 The cloud number is closed on termination, cf. section 11.3. Assistance with migration, porting or wind-down beyond 15.1 is charged under § 5.8 of the Terms of Service.
16. Versions and contact
16.1 These are Product Terms version 1.0, effective from 1 October 2026. Changes follow § 19.2 of the Terms of Service. The Product Terms exist in Danish and English; in case of discrepancy, the Danish version prevails. Questions: hello@valiss.co or +45 44 22 12 12.