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  • Privacy Notice
    Ami respects your right to privacy. This Privacy Notice explains who we are, how we collect, share and use personal information about you, and how you can exercise your privacy rights. This Privacy Notice applies to personal information that we collect through our services (including our website). If you have any questions or concerns about our use of your personal information, then please contact us using the contact details provided at the bottom of this Privacy Notice. General When you use our services, we and other organisations may collect some information about you and the devices that you use to access them. You may share choose to share your information with us (for example, where you contact us by email to ask a question about our services) and some information is collected automatically using cookies. You can find out more information about the cookies which we use in our Cookies Notice. If you do provide us with information, it is important that you inform us of any changes so that we can keep the information which we hold about you up-to-date and ensure it remains accurate. We will co-operate with authorities as required by disclosing any details which we hold to them (which may include your identity, contact details, and information about any devices used to access our services). What personal information does Ami collect and why? The personal information that we may collect about you broadly falls into the following categories, information: we request. you volunteer, and we collect automatically. from 3rd party sources Information We Request We may ask you to provide personal information voluntarily: for example, to provide your contact details in order to register an account with us, to subscribe to marketing communications from us, and/or to submit enquiries to us. The personal information that you are asked to provide, and the reasons why you are asked to provide it, will be made clear to you at the point we ask you to provide it. Information that we collect automatically When you use our services, we may collect certain information automatically from your device. In some countries, including countries in the European Economic Area, this information may be considered personal information under applicable data protection laws. Information we collect automatically The information we collect automatically may include information like your IP address, device type, unique device identification numbers, browser-type, broad geographic location (e.g. country or city-level location), and other technical information. We may also collect information about how your device has interacted with our service, including webpages accessed and links clicked. Collecting this information enables us to better understand the users of our services, where they come from, and what content is of interest to them. We use this information for our internal analytics purposes and to improve the quality and relevance of our services. Some of this information may be collected using cookies and similar tracking technology, as explained . Information that we obtain from third party sources We may receive personal information about you from third party sources, but only where we have checked that these third parties either have your consent or are otherwise legally permitted or required to disclose your personal information to us. The types of information we collect from third parties include statistics and usage patterns and we use the information we receive from these third parties to maintain and improve the accuracy of the records we hold about you and the services we provide to you. In general, we will use the personal information we collect from you only for the purposes described in this Privacy Notice or for purposes that we explain to you at the time we collect your personal information. However, we may also use your personal information for other purposes that are not incompatible with the purposes we have disclosed to you if this is permitted by applicable data protection laws. If you provide us with information about someone else, please ensure you have the person’s permission to do so for the purposes detailed in this Privacy Notice. By providing personal data relating to another person, you confirm that you have their consent to do so, or are entitled to consent to the processing on their behalf (for example for children where you have parental responsibility). Who does Ami share my personal information with? We may disclose your personal information to: our group companies, and third party services providers who provide data processing services to us (for example, to support the delivery of, provide functionality on, or help to enhance the security of our services), or who otherwise process personal information for purposes that are described in this Privacy Notice or notified to you when we collect your personal information; any competent law enforcement body, regulatory, government agency, court, or other third party where we believe disclosure is necessary: as a matter of applicable law or regulation; to exercise, establish or defend our legal rights; or to protect your vital interests or those of any other person; an actual or potential buyer (and its agents and advisers) in connection with any actual or proposed purchase, merger, or acquisition of any part of our business, provided that we inform the buyer it must use your personal information only for the purposes disclosed in this Privacy Notice; and other persons if you have consented to the disclosure. Legal basis for processing personal information Our legal basis for collecting and using the personal information described above will depend on the personal information concerned and the specific context in which we collect it. We will normally collect personal information from you only: where we need the personal information to perform a contract with you; where the processing is in our legitimate interests and not overridden by your rights; or where we have your consent to do so. In some cases, we may also have a legal obligation to collect personal information from you or may otherwise need the personal information to protect your vital interests or those of another person. If we ask you to provide personal information to comply with a legal requirement or to perform a contract with you, we will make this clear at the relevant time and advise you whether the provision of your personal information is mandatory or not (as well as of the possible consequences if you do not provide your personal information). Our legitimate interests include, for instance, improving our platform, undertaking marketing, or for the purposes of detecting or preventing illegal activities. We may have other legitimate interests and if appropriate we will make these clear to you at the relevant time what those legitimate interests are. If you have questions about or need further information concerning the legal basis on which we collect and use your personal information, please contact us using the contact details provided. Cookies and similar tracking technology We use cookies and similar tracking technology to collect and use personal information about you, including to serve interest-based advertising. For further information about the types of cookies we use, why, and how you can control cookies, please see our Cookie Notice. How does Ami keep my personal information secure? We use appropriate technical and organisational measures to protect the personal information about you that we collect and process. The measures we use are designed to provide a level of security appropriate to the risk of processing your personal information. We have implemented a security policy that guards against unauthorised access. Data on our secure pages is encrypted using SSL technology. Where we have given you (or where you have chosen) credentials which enable you to access certain parts of our services (such as usernames and passwords), you are responsible for keeping these confidential. All your data will be encrypted at all times whilst in transit over the Internet. SSL is special software that automatically encrypts any data sent by you on our secure pages. Our server then reads the data using a private key. This means that your data, be it debit or credit card information or any other personal details, is turned into code that can only be decoded with the private key or password. All parts of the services that require you to enter personal information are secure. Your browser will indicate that the page is secure by displaying a padlock or key in the status bar at the bottom of the window. If your browser is suitably configured, you will receive a warning message when you first access any secure page on the site. This is simply information to advise you that the site is protecting your data. The transmission of information via the internet is not completely secure. Although we will do what we reasonably can to protect your personal data, we cannot guarantee the security of any personal data that you disclose online. You accept the inherent security implications of using the internet and we will not be responsible for any breach of security unless we have been be in breach of applicable laws, and then only to the limits set out in any relevant terms and conditions. Our services may contain links to and from the services of our partner networks, advertisers, affiliates and members of our corporate group. If you follow a link to any of these, please note that they should have their own privacy policies/ terms of use, and we do not accept any responsibility or liability for them. Please check their privacy notices before you submit any personal data to them. International data transfers Your personal information may be transferred to, and processed in, countries other than the country in which you are resident. These countries may have data protection laws that are different to the laws of your country (and, in some cases, may not be as protective). Our servers are located in the European Economic Area, although our group companies and third party service providers operate around the world. This means that when we collect your personal information we may process it in any of these countries, subject to the following paragraph. Countries outside the European Economic Area do not always have strong data protection laws. However, we will always take steps to ensure that your information is used by third parties in accordance with this policy and that we comply with applicable legal requirements to ensure adequate protection for your information. We will take appropriate safeguards to require that your personal information will remain protected in accordance with this Privacy Notice. This may include implementing the European Commission’s Standard Contractual Clauses for transfers of personal information, which require the recipient of data to protect personal information they process in accordance with European Union data protection law. Our list of current transfer mechanisms can be provided on request. We may also transfer or disclose your personal information to our service providers, professional advisers, and to such other persons as we consider necessary for the administration of the services and our business. Data retention We retain personal information we collect from you where we have an ongoing legitimate need to do so (for example, to provide you with a service you have requested or to comply with applicable legal, tax, or accounting requirements). When we have no ongoing legitimate business need to process your personal information, we will either delete or anonymise it or, if this is not possible (for example, because your personal information has been stored in backup archives), then we will securely store your personal information and isolate it from any further processing until deletion is possible. Your data protection rights You have the following data protection rights: If you wish to access, correct, update, or request deletion of your personal information, you can do so at any time by contacting us using the contact details provided. In addition, you can object to processing of your personal information, ask us to restrict processing of your personal information or request portability of your personal information. Again, you can exercise these rights by contacting us using the contact details provided. You have the right to opt-out of marketing communications we send you at any time. You can exercise this right by clicking on the unsubscribe or opt-out link in the emails we send you. To opt-out of other forms of marketing, then please contact us using the contact details provided. Similarly, if we have collected and process your personal information with your consent, then you can withdraw your consent at any time. Withdrawing your consent will not affect the lawfulness of any processing we conducted prior to your withdrawal, nor will it affect processing of your personal information conducted in reliance on lawful processing grounds other than consent. Whilst we would prefer you to come to us first with any complaints, you have the right to complain to a data protection authority about our collection and use of your personal information. For more information, please contact your local data protection authority. We respond to all requests we receive from individuals wishing to exercise their data protection rights in accordance with applicable data protection laws. Updates to this Privacy Notice We may update this Privacy Notice from time to time. When we update our Privacy Notice, we will take appropriate measures to inform you, consistent with the significance of the changes we make. We will obtain your consent to any material Privacy Notice changes if this is required by applicable data protection laws. How to contact us If you have any questions or concerns about our use of your personal information, please contact us using the following details: Post: Data Privacy Officer 168 Church Rd, Brighton, Brighton and Hove, Hove BN3 2DL Email: The data controller of your personal information is Ami. Last updated: [19th December 2024]
  • Cookie Policy
    Cookie Notice - Last updated: [19th April 2024] This Cookie Notice explains how Ami ("we", "us", and "our") use cookies and similar technologies to recognise you when you visit our websites at (the "Website"). It explains what these technologies are and why we use them, as well as your rights to control our use of them. What are cookies? Cookies are small data files that are placed on your computer or mobile device when you visit a website. Cookies are widely used by website owners in order to make their websites work, or to work more efficiently, as well as to provide reporting information. Cookies set by the website owner (in this case, Ami) are called "first party cookies". Cookies set by parties other than the website owner are called "third party cookies". Third party cookies enable third party features or functionality to be provided on or through the website (e.g. like advertising, interactive content and analytics). The parties that set these third party cookies can recognise your computer both when it visits the website in question and also when it visits certain other websites. Why do we use cookies? We use first party and third party cookies for several reasons. Some cookies are required for technical reasons in order for our Websites to operate, and we refer to these as "essential" or "strictly necessary" cookies. Other cookies also enable us to track and target the interests of our users to enhance the experience on our Websites. Third parties serve cookies through our Websites for advertising, analytics and other purposes. This is described in more detail below. The specific types of first and third party cookies served through our Websites and the purposes they perform are described in the table below (please note that the specific cookies served may vary depending on the specific part of our Website which you visit). Types of cookie Essential website cookies: These cookies are strictly necessary to provide you with services available through our Websites and to use some of its features, such as access to secure areas. Sr-li –supports login and tracks login activity Because these cookies are strictly necessary to deliver the Websites to you, you cannot refuse them. You can block or delete them by changing your browser settings however, as described below under the heading "How can I control cookies?". Performance and functionality cookies: These cookies are used to enhance the performance and functionality of our Websites but are non-essential to their use. However, without these cookies, certain functionality (like videos) may become unavailable. sr-data – the cookie Ami uses to recognise users sr-cur – recognises when the user starts their session sr-ec- how Ami remembers a conversation from previous page sr-rl- tracks recovery layers that have been shown sr-cl – remembers closed conversations sr-lc – logs when a user has their first chat with Ami SrIMin & srMin – tracks chat window minimisation sr-srch – remembers user searches sr-cbs – remembers user callback requests To refuse these cookies, please follow the instructions below under the heading "How can I control cookies?" Analytics and customisation cookies These cookies collect information that is used either in aggregate form to help us understand how our Websites are being used or how effective are marketing campaigns are, or to help us customise our Websites for you. __utma - This cookie helps us determine the number of unique visitors to our website. __utmb - We use this Google Analytics cookie to help us to record the length of individual sessions from our users on our website. Each time you move to a new page within our website within 30 minutes of arriving the cookie updates so that we know that you are still actively using our website within a single session. __utmc - Similar to _utmb, we use this Google Analytics cookie to help us record the length of individual sessions on our website. __utmz - This cookie helps us determine the referral method for people visiting our website. This helps us to analyse the traffic arriving at our website and to determine which are the most popular routes (e.g. direct, search engine search, email link To refuse these cookies, please follow the instructions below under the heading "How can I control cookies?" What about other tracking technologies, like web beacons? Cookies are not the only way to recognise or track visitors to a website. We may use other, similar technologies from time to time, like web beacons (sometimes called "tracking pixels" or "clear gifs"). These are tiny graphics files that contain a unique identifier that enable us to recognise when someone has visited our Websites or opened an e-mail that we have sent them. This allows us, for example, to monitor the traffic patterns of users from one page within our Websites to another, to deliver or communicate with cookies, to understand whether you have come to our Websites from an online advertisement displayed on a third-party website, to improve site performance, and to measure the success of e-mail marketing campaigns. In many instances, these technologies are reliant on cookies to function properly, and so declining cookies will impair their functioning. Do you serve targeted advertising? Third parties may serve cookies on your computer or mobile device to serve advertising through our Websites. These companies may use information about your visits to this and other websites in order to provide relevant advertisements about goods and services that you may be interested in. They may also employ technology that is used to measure the effectiveness of advertisements. This can be accomplished by them using cookies or web beacons to collect information about your visits to this and other sites in order to provide relevant advertisements about goods and services of potential interest to you. The information collected through this process does not enable us or them to identify your name, contact details or other personally identifying details unless you choose to provide these. How can I control cookies? You have the right to decide whether to accept or reject cookies. You can exercise your cookie preferences by clicking on the appropriate opt-out links provided in the cookie table above. You can set or amend your web browser controls to accept or refuse cookies. If you choose to reject cookies, you may still use our website though your access to some functionality and areas of our website may be restricted. As the means by which you can refuse cookies through your web browser controls vary from browser-to-browser, you should visit your browser's help menu for more information. In addition, most advertising networks offer you a way to opt out of targeted advertising. If you would like to find out more information, please visit or How often will you update this Cookie Notice? We may update this Cookie Notice from time to time in order to reflect, for example, changes to the cookies we use or for other operational, legal or regulatory reasons. Please therefore re-visit this Cookie Notice regularly to stay informed about our use of cookies and related technologies. The date at the top of this Cookie Notice indicates when it was last updated. Where can I get further information? If you have any questions about our use of cookies or other technologies, please email us at
  • Terms and Conditions & EULA
    End User Terms These terms are incorporated into and form part of each Agreement with Ami for use or access of the Licensor's conversational artificial intelligence known as "Ami". The Licensor for the purpose of this Agreement shall be Ami as set out in the Order. 1. Orders 1.1 The Order may be executed or otherwise accepted by the Licensor, or by a Reseller on behalf of (and as an agent for) the Licensor. 1.2 When an Order is placed through a Reseller, an Agreement is formed between the Customer and the Licensor for the provision of Services. The Licensor may require the Reseller to provide certain of the Services to the Customer on its behalf. However, if other services or obligations are set out in the Order, or other terms are agreed in the Order, those shall be the services, obligations, and terms of the Reseller (and shall form an agreement between the Customer and the Reseller separate to the Agreement between the Customer and the Licensor). 1.3 If the Order contains orders for several different Services, an Agreement incorporating these terms and the relevant order details is formed for each such Service. 2. Subscription 2.1 Each Agreement shall commence on the Effective Date and continue for the Licence Term. Except as otherwise stated in the Order the Agreement shall automatically renew at the end of each Licence Term for a further Licence Term (unless notice has been given in accordance with clause 2.2). 2.2 The Customer shall be entitled to terminate the Agreement by giving the Licensor not less than six (6) months' written notice, such notice to expire at or after the end of the first Licence Term. The Licensor may terminate this Agreement by giving the Customer not less than one (1) month's written notice. 3. Rights of Use 3.1 In consideration for the payment of the licence fees and hosting fees (as specified in the Order), the Customer shall be entitled to access and use the relevant Services on a non-exclusive basis for the duration of the Agreement in relation to the Website and the Content, including the right to use the Ami Code Snippet on the Website, and to set-up, configure, test, and operate the Services through the dashboard made available within the Services ("Permitted Use"), and to use the Documentation internally to support such use. The Customer may permit its employees and individual contractors, and any relevant Reseller, to access the Services on its behalf for the purposes of the Permitted Use, provided that the Customer shall remain liable for any such access. 3.2 The Customer must only access and use the Services in accordance with the Documentation and Applicable Law. 3.3 The Customer must not: (a) use Ami Code Snippet, or access or use the Services or Documentation, other than for the Permitted Use; (b) use or access the Services in conjunction with any Website or Content which is pornographic, obscene, offensive, racist, abusive, harassing, bullying, violent, criminal, discriminatory, biased, libellous, defamatory, unlawful, illegal or which infringes the rights or any third party or targets vulnerable people; (c) attempt to obtain, or assist third parties in obtaining, access to the Services and/or Documentation, other than as permitted under clause 3.1; or (d) introduce or permit the introduction of, any Virus or Vulnerability into the Licensor's network and information systems. 3.4 The Customer shall use all reasonable endeavours to prevent any unauthorised access to, or use of, the Services and/or the Documentation by its personnel or using its materials or equipment. In the event of any such unauthorised access or use, it shall promptly notify the Licensor. 3.5 The Licensor reserves the right to change and modify the Services and the way in which they are provided from time to time without notice to the Customer. Save where such change or modification is because of Applicable Law, the Licensor shall ensure that this does not have a materially adverse effect on the Customer's use of the Services. 4. Performance 4.1 The Licensor warrants that the Services will comply with the Service Level Agreement. 4.2 In the event of any defect arising in respect of the Services, and in respect of the above warranty, the Licensor's sole liability shall be to remedy the defect through the Support Services, and where, in the Licensor's opinion, remedy is not reasonably possible, the Licensor may terminate the affected Services on written notice to the Customer. 4.3 The performance and operation of the Services are entirely dependent upon the Content, and the outputs of the Services are produced by processing the Content through learning algorithms. The Customer is responsible for the completeness, accuracy, and availability of the Content. The Licensor shall have no liability for performance of the Services, save as set out in clause 4.1, or for any effect which the Content has on the operation or output of the Services. 5. Support Services 5.1 In consideration for the payment of the set-up fees (as specified in the Order), the Customer shall be provided with up to one (1) day of assistance (as required) to set-up the Services. This shall include configuration and testing of the Services in relation to the Website and Content, and dashboard training. Any additional assistance required beyond this shall be charged in addition at the Licensor's standard rates. 5.2 In consideration for the payment of the support fees (as specified in the Order), the Customer shall be provided with troubleshooting in respect of any issue, query, or defect, as well as teaching-support (for the artificial intelligence), in relation to the Services. This support shall be accessible via a helpdesk. The Customer shall be informed how to access the helpdesk and the operating hours of the helpdesk from time to time. 5.3 The Support Services shall be provided with reasonable care and skill and in accordance with Applicable Law. 6. Fees and Payment 6.1 The Customer shall pay the Fees in full and without set-off by electronic bank transfer within thirty (30) days of receipt of invoice. 6.2 Where the Customer has placed the Order with a Reseller, unless otherwise directed by the Licensor, the applicable Reseller shall invoice the Customer for the Fees and the Customer shall pay the Fees to the applicable Reseller. Provided the Customer has not been directed otherwise by the Licensor, payment of the Fees in full to the applicable Reseller shall satisfy the obligation of the Customer to pay the Fees under the Agreement. 6.3 Unless stated otherwise in the Order, the Customer shall be invoiced for the Fees in respect of: (a) set-up fees, in advance following the date of the Order; (b) licence, hosting, and support fees, on a monthly basis in arrears; and (c) any additional fees, on a monthly basis in arrears. 6.4 All amounts set out in the Agreement will be exclusive of VAT or any other sales tax, which will be paid at the rate and the manner prescribed by law from time to time. If a payment due under the Agreement is subject to withholding tax, the Customer shall pay such amounts as will ensure that the net receipt, after tax, is the same as it would have been were the payment not subject to withholding tax. 6.5 Any invoice which is paid later than the date on which the relevant sum became due and payable will be paid together with interest which will be automatically applied at an annual rate of 4% above the base rate for the time being of the Bank of England calculated from and including the day the sum became due for payable up to but excluding the date of payment. 6.6 On 1 April and 1 October each year, the Licensor may increase the Fees in line with the change in the UK Consumer Prices Index (CPIH) since the last such increase. 7. Intellectual Property Rights 7.1 The parties acknowledge that: (a) all rights, title, and interests in the Services and Documentation (including the Ami Code Snippet), any enhancements or modifications which are made available or developed from time to time (including where at the request or suggestion of the Customer or in the provision of Support Services), and any material created by the Licensor in providing the Services (including any data generated pursuant to clause 10.6), are owned by the Licensor and its licensors; and (b) all rights, title and interests in the Website and Content are owned by the Customer and its licensors. 7.2 To the extent necessary for the Licensor to exercise any rights or comply with any obligations under the Agreement, the Customer grants the Licensor a non-exclusive, royalty-free right to access and use the Website and Content. 8. Indemnity 8.1 Subject to clause 8.4, the Licensor shall: (a) defend the Customer from and against any legal proceedings brought by a third party alleging that use of the Services or Documentation in accordance with the Agreement infringes the Intellectual Property Rights of any person (a "Customer IPR Claim"); and (b) indemnify the Customer for any amount agreed by the Licensor in settlement of the Customer IPR Claim, or finally awarded by a court of competent jurisdiction against the Customer (with no further right of appeal) as a result of the Customer IPR Claim. 8.2 In case of any Customer IPR Claim, the Licensor may at its discretion: (i) procure for the Customer a right to continue using the affected element of Services; (ii) replace or modify the affected element of the Services to avoid the infringement; or (iii) terminate the affected Services on written notice to the Customer, in which case the Licensor shall provide the Customer with a pro-rata refund in respect of any Fees paid in advance. 8.3 The Customer shall: (a) subject to clause 8.4, defend the Licensor from and against any legal proceedings brought by a third party in connection with the Licensor's use of the Website or Content for the purposes of the Agreement (a "Licensor Claim"); and (b) indemnify the Licensor for any loss, damage, or expense suffered or incurred by the Licensor in connection with a Licensor Claim or a breach by the Customer of clause 3. 8.4 Either party seeking to rely on the indemnities in clause 8.1 or 8.3 shall: (a) provide the indemnifying party with prompt notice of any circumstances which may reasonably give rise to such a claim and notify the Licensor immediately if such a claim is received; (b) procure that the indemnifying party has conduct of the defence of any such claim; (c) provide such assistance as is reasonably requested by the indemnifying party in relation to defence of a such a claim, at the indemnifying party's cost; and (d) not take any step involving any payment or admission of liability in relation to such a claim without the indemnifying party's prior written consent. 9. Confidentiality 9.1 Save as provided below, each party (the "Receiving Party") will not disclose to third parties, nor use for any purpose other than for the proper fulfilment of the purpose of the Agreement, any Confidential Information belonging to or received from the other party (the "Disclosing Party") under or in connection with the Agreement, without the prior written permission of the Disclosing Party. 9.2 Each party will further be entitled to disclose Confidential Information to the extent reasonably required: (a) to its employees, officers, representatives and advisers who need to know such Confidential Information for the purposes of carrying out the party's obligations under the Agreement. Each party shall ensure that its employees, officers, representatives and advisers to whom it discloses such Confidential Information comply with these obligations of confidentiality; and (b) as may be required by law, court of competent jurisdiction or governmental or regulatory authority. 9.3 Subject to each party's right to retain copies of all Confidential Information for its internal and regulatory compliance purposes only, the Receiving Party will, where possible, return or destroy all Confidential Information provided by the Disclosing Party in connection with the Agreement upon request within seven (7) days of such request. 10. Data Protection 10.1 Each party will comply with all applicable requirements of Privacy Law. In this clause 10, "controller", "processor", "data subject", "personal data", "processing" and "process" shall have the meanings given in EU/UK Data Protection Law. 10.2 In relation to any personal data processed by the Licensor as processor on behalf of the Customer as controller, the Customer warrants that: (a) the disclosure of such personal data to the Licensor and its processing by the Licensor for the purpose of the Agreement complies with Privacy Laws; and (b) it has provided the data subjects with information necessary to ensure fair processing and has obtained, and can demonstrate on request, all necessary consents (where required by Privacy Laws) in relation to such personal data. 10.3 In relation to any personal data processed by the Licensor as processor on behalf of the Customer as controller, where required by Privacy Law, the Licensor shall: (a) process such personal data only on the written instructions of the Customer and for such purposes that the Customer and/or data subjects provide the personal data in order to receive the Services, except where otherwise required by any Applicable Law; (b) shall implement appropriate technical and organisational measures to protect such personal data from accidental or unlawful destruction, and loss, alteration, unauthorised disclosure of, or access to such personal data (a "Security Incident"); (c) ensure that all personnel who have access to and/or process such personal data are obliged to keep the personal data confidential; at the written direction of the Customer, delete or return such personal data and copies thereof to the Customer on termination of the Agreement unless required by Applicable Law to store such personal data; and (d) maintain complete and accurate records and information to demonstrate its compliance with this clause 10 and provide the Customer with such information as is requested by the Customer from time to time for the Licensor to demonstrate its compliance with this clause 10. 10.4 The Customer consents to the Licensor engaging third party subprocessors to process personal data. The Licensor shall: (a) maintain an up-to-date list of its subprocessors at, which it shall update with details of any change in subprocessors at least 10 days prior to any such change; (b) impose data protection terms on any subprocessor it appoints that require it to protect the personal data to the standard required by Data Privacy Law; and (c) remain liable for any breach of this Agreement caused by an act, error, or omission of its subprocessor. The Customer may object to the Licensor's appointment or replacement of a subprocessor prior to its appointment or replacement, provided such objection is based on reasonable grounds relating to data protection. In such event, Licensor will either not appoint or replace the subprocessor or, if this is not possible, the Customer may terminate this Agreement (without prejudice to any fees incurred by the Customer prior to suspension or termination) upon giving written notice before the appointment or replacement. 10.5 The Licensor agrees that it will not carry out any Restricted Transfers under the Agreement, except where the parties have entered into a separate data transfer agreement to ensure the transfer is in compliance with Privacy Law. 10.6 The Customer authorises the Licensor, as part of providing the Services, to use data generated through the Customer's access and use of the Services to create non-personal data ("Usage Data") for the purpose of improving the Service. The Customer acknowledges that the Usage Data belongs to the Licensor, and the Licensor may use the Usage Data (for example) for improving the Licensor's other products and services, and monitoring, analysing and reporting on insights and trends on an aggregated basis. 10.7 The Licensor shall, at the Customer's cost, provide reasonable assistance to enable the Customer to conduct a data protection impact assessment in accordance with Privacy Law and to respond to any request from a data subject to exercise any of its rights under Privacy Law and any correspondence, enquiry or complaint received from a data subject, regulator or other third party in connection with the processing of personal data. 10.8 Upon becoming aware of a Security Incident, the Licensor shall inform the Customer without undue delay and shall provide all such timely information and cooperation as the Customer may reasonably require in order for the Customer to fulfil its data breach reporting obligations under Privacy Law. 10.9 On request by the Customer, the Licensor shall: (a) contribute to audits and inspections of any written records which the Customer maintains in respect of its compliance with this Clause 10 by permitting the Customer to audit and inspect such records; and (b) respond to any written audit questions submitted to it by the Customer in respect of the Licensor's compliance with this Clause 10, provided that the Client's rights under this Clause 10.9 shall be exercised no more than once per year and any inspection shall take place during the Licensor's normal business hours on Business Days and the Client shall take all reasonable measures to prevent any unnecessary disruption to the Licensor's operations. 10.10 The Licensor may by default anonymise or erase any personal data it has held for at least thirty (30) days ("Anonymisation"). [To opt-out of the Licensor's default process, the parties may agree an alternative data retention approach as an additional service]. 11. Liability 11.1 Notwithstanding any contrary provision in the Agreement, neither party limits or excludes its liability in respect of any death or personal injury caused by its negligence, any fraud or fraudulent misrepresentation, any other statutory or other liability that cannot be excluded under applicable law, or the obligation to pay the Fees. 11.2 Subject to clause 11.1, the liability of the Licensor arising out of or in connection with the Agreement, whether such liability is based in contract, tort (including negligence) or otherwise will be limited to: (a) the lesser of: (i) a sum equal the amount of Fees paid in the last 180 days; or (ii) fifty thousand pounds; or (b) five thousand pounds (£5,000) if less than that sum was paid in the last 180 days. 11.3 Subject to clause 11.1, in no event will the Licensor be liable to the Customer, whether such liability is based in contract, tort (including negligence) or otherwise, for any loss of profit, loss of revenue, loss of business, loss of use, loss of or damage to data, loss of or damage to reputation or goodwill, business interruptions, or any indirect, special, incidental, punitive, or consequential loss or damage. 11.4 Except as expressly set out in these terms, all warranties, conditions, undertakings, and representations as to the Licensor's performance of its obligations under the Agreement are, to the fullest extent permitted by law, excluded from this Agreement. 12. Termination 12.1 Without prejudice to any other right or remedy, either party will have the right, immediately upon notice in writing to the other party, to terminate the Agreement if the other party commits a material breach of the Agreement, provided that where such breach is capable of remedy the other party has been notified in writing of the breach and has not rectified it within thirty (30) days of receipt of such notice.Without prejudice to any other right or remedy, the Licensor will have the right, immediately upon notice in writing to the Customer, to terminate the Agreement if the Customer: (a) undergoes a change of Control; or (b) is late in making payment of any amounts due and fails to make payment within thirty (30) days of being notified in writing of the late payment. 12.2 If the Licensor has the right to terminate the Agreement (except under clause 12.2(a)), it may temporarily suspend the Services instead until the situation is resolved to its satisfaction. 13. Consequences of Termination 13.1 On termination of the Agreement, the Customer shall immediately: (a) cease all use and access of the Services and Documentation, and any other materials provided by the Licensor; and (b) remove the Ami Code Snippet for the Services from the Website. 13.2 Termination of the Agreement shall not affect any rights, remedies, obligations or liabilities of the parties that have accrued up to the date of termination, including the right to claim damages in respect of any breach of the Agreement which existed at or before the date of termination. 13.3 Any provision of these terms which expressly or by implication are intended to come into or continue in force on or after termination of the Agreement shall remain in full force and effect. 14. Dealings 14.1 The Customer may not assign, subcontract, or otherwise transfer the Agreement to any person without the prior written consent of the Licensor. 14.2 The Licensor may assign or otherwise transfer the Agreement, and (subject to clause 10.4) subcontract the performance of its obligations under the Agreement, to any third party. In the event that the Licensor subcontracts the performance of any of its obligations under the Agreement it will be responsible for the management of its subcontractors and their acts and omissions in connection with the subcontracting. 15. General 15.1 Nothing in the Agreement is intended to create a partnership or agency between the parties. 15.2 No variation of the Agreement will be effective unless made in writing, signed by or on behalf of the parties and expressed to be such a variation. 15.3 The failure to exercise or delay in exercising a right or remedy provided to a party under the Agreement shall not constitute a waiver of that right or remedy, and no waiver by a party of any breach of the Agreement shall constitute a waiver of any subsequent breach of the same or any other provision. Each right or remedy of a party under the Agreement is without prejudice to any other right or remedy of that party under the Agreement or at law. 15.4 The Agreement constitutes the entire understanding between the relevant parties relating to the subject matter of the Agreement and, save as may be expressly referred to in the Agreement, supersedes and extinguishes all prior or contemporaneous representations, writings, negotiations or understandings, either written or oral, relating to the subject matter of the Agreement. Except in respect of any fraudulent misrepresentation made by a party, the parties acknowledge that they have not relied on any representations, writings, negotiations or understandings, whether express or implied, (other than as set out in the Agreement) in entering into the Agreement. 15.5 The Licensor may change these terms by notifying the Customer of the change, and of the date it is due to come into effect, not less than one (1) month in advance. If the date specified would fall within the first Licence Term, the change shall instead take effect at the end of that Licence Term. The change shall become effective on the date specified unless the Customer notifies the Licensor of termination under clause 2 before that date. If the Customer serves a notice under clause 2.2, the change shall not take effect in relation to the Agreement so terminated unless the change is required to comply with Applicable Law. 15.6 If any provision of the Agreement or any part of any provision is determined to be partially void or unenforceable by any court or body of competent jurisdiction or by virtue of any legislation to which it is subject or by virtue of any other reason whatsoever, it will be void or unenforceable to that extent only and the validity and enforceability of any of the other provisions or the remainder of any such provision will not to be affected. If any clause is rendered void or unenforceable, whether wholly or in part, the parties will endeavour, without delay, to attain the economic and/or other intended result in another legally permissible manner. 15.7 A person who is not a party to the Agreement may not enforce any of its terms under the Contracts (Rights of Third Parties) Act 1999 or otherwise, save that clause 6 may be enforced by the applicable Reseller. 16. Notices 16.1 All formal notices and communications between the parties made in the course of the Agreement are to be sent by email with a copy to be sent by prepaid postage, provided that the notice of communication is addressed to the recipient at the email address and address specified in the Agreement or otherwise notified in writing from time to time, is marked for the urgent notification of the point of contact as specified in the Agreement or otherwise notified in writing to the other party from time to time ("Notice"). A Notice shall be deemed to have been received by the addressee at the time the email notice or communication is transmitted without “bounce-back” or other error message or where a bounce-back or other error message is received, the Notice shall be deemed to have been received by the addressee at the times stated below: (a) by first class post, forty-eight (48) hours after dispatch; (b) by hand delivery, immediately upon receipt by the recipient; or (c) on the next working day if sent by a reputable overnight express mail service. 16.2 For the purpose of this Agreement, unless otherwise notified in writing to the other party, Notices sent to: (a) the Licensor by email shall be addressed to Lawrence Turner and sent to and by post or delivered by hand to the Licensor's registered office; and (b) the Customer by email shall be sent to the Customer's email address as set out in the Order and by post or delivered by hand to the Customer's registered office. 17. Counterparts The Order may be executed in any number of counterparts, each of which when executed and delivered is an original, but all the counterparts together constitute the same document. Delivery of an executed counterpart of a signature page of the Order by email shall be as effective as delivery of a manually executed counterpart of the Order. 18. Governing Law and Jurisdiction The Agreement, and any non-contractual obligations arising in connection with it, is governed by and construed in accordance with the laws of England and any dispute arising out of the Agreement shall be subject to the exclusive jurisdiction of the courts of England to which both parties hereby agree to submit for these purposes. 19. Definitions 19.1 In these terms the following terms shall have the following meanings: "Agreement" means each agreement formed between the Licensor and the Customer by the Order (or relevant part of it) and these terms; "Ami Code Snippet" means the installation code provided to the Customer from time to time; "Applicable Law" means statutes, statutory instruments, regulations, orders and other legislative provisions in any jurisdiction, including any delegated or subordinate legislation, and any judgment of a relevant court of law or decision of a tribunal or competent authority; "Business Day" any day excluding Saturdays, Sundays and public holidays in England and Wales; "Confidential Information" means all information disclosed to the relevant party by or on behalf of the other party in connection with the Agreement and which relates to the provisions of the Agreement, the negotiations relating to the Agreement or the subject matter of the Agreement and all other information disclosed to the relevant party by or on behalf of the other party which is marked as or has been otherwise indicated to be confidential or which would be regarded as confidential by a reasonable business person, in each case in any form or medium whether disclosed orally or in writing, before or after the Effective Date, together with any reproductions of such information in any form or medium or any part of this information whether or not marked as confidential, but excluding information: (a) which a party can show it was lawfully in the possession of prior to disclosure and which had not previously been obtained under an obligation of confidence; (b) which is in the public domain at the time of disclosure without breach of the confidentiality obligations contained in the Agreement; (c) which comes into a party's possession from a third party who does not owe the disclosing party an obligation of confidence; or (d) which a party can show was independently developed by persons having no access to Confidential Information. "Content" means any content, information, data (including personal data) or material contained on the Website from time to time, or any other content, information, data (including personal data) or material provided by or on behalf of the Customer from time to time; "Control" means having the beneficial ownership of more that of the issued share capital of a company or the legal power to direct or cause the direction of the general management of the company; "Customer" means the entity ordering the Services; "Documentation" means the user guides, documentation and manuals regarding the Services as are made available by the Licensor to the Customer from time to time; "EU/UK Data Protection Law" means: (i) Regulation 2016/679 of the European Parliament and of the Council on the protection of natural persons with regard to the Processing of Personal Data and on the free movement of such data (General Data Protection Regulation) (the "EU GDPR"); (ii) the EU GDPR as saved into United Kingdom law by virtue of section 3 of the United Kingdom's European Union (Withdrawal) Act 2018 (the "UK GDPR"); (iii) the EU e-Privacy Directive (Directive 2002/58/EC); and (iv) any and all applicable national data protection laws made under, pursuant to or that apply in conjunction with any of (i), (ii) or (iii); in each case as may be amended or superseded from time to time; "Effective Date" means the effective date set out in the Order, or if no such effective is stated, the date on which the Order is executed or otherwise accepted by the Licensor or a Reseller (as applicable); "Fees" means the amounts due and payable by the Customer as set out in the Order or otherwise agreed, including set-up fees, hosting and support fees and additional fees, or if no such amounts are stated, as set out in the Licensor's or a Reseller's (as applicable) standard price list from time to time; "Licence Term" means the term of the Customer's subscription for the Services as set out in the Order, or if no such term is stated, thirty six (36) months; "Order" means the Customer's order placed with the Licensor or a Reseller (as applicable); "Privacy Law" means all worldwide data protection and privacy laws and regulations applicable to the personal data in question, including, where applicable, EU/UK Data Protection Law; "Reseller" means an authorised reseller of the Licensor's for the Services, a current list of which is set out at or available on request; "Restricted Transfer" means: (i) where the EU GDPR applies, a transfer of personal data from the European Economic Area to a country outside of the European Economic Area which is not subject to an adequacy determination by the European Commission; and (ii) where the UK GDPR applies, a transfer of personal data from the United Kingdom to any other country which is not based on adequacy regulations pursuant to Section 17A of the United Kingdom Data Protection Act 2018; "Service Level Agreement" means the service level agreement applicable to the Services as is made available by the Licensor at from time to time; "Services" means the services of the Licensor which are to be provided under the Agreement; "Support Services" means the set-up and support services described in clause 5; "Virus" means any thing or device (including any software, code, file or programme) which may: prevent, impair or otherwise adversely affect the operation of any computer software, hardware or network, any telecommunications service, equipment or network or any other service or device; prevent, impair or otherwise adversely affect access to or the operation of any programme or data, including the reliability of any programme or data (whether by re-arranging, altering or erasing the programme or data in whole or part or otherwise); or adversely affect the user experience, including worms, trojan horses, viruses and other similar things or devices; "Vulnerability" means a weakness in the computational logic (for example, code) found in software and hardware components that when exploited, results in a negative impact to the confidentiality, integrity, or availability, and the term Vulnerabilities shall be interpreted accordingly; and "Website" means the Customer's website as set out in the Order or otherwise agreed between the Customer and the Licensor or a Reseller (as applicable) in writing. 19.2 In these terms: (a) headings are for convenience only and do not affect interpretation; (b) a person includes an individual, corporate or unincorporated body (whether or not having separate legal personality) and that person's permitted assigns; (c) a reference to a company shall include any company, corporation or other body corporate, wherever and however incorporated or established; (d) unless the context otherwise requires, words in the singular shall include the plural and in the plural shall include the singular; and (e) any reference to an enactment includes that enactment as amended, extended, consolidated, re-enacted or applied by or under any other enactment before or after the Agreement and any subordinate legislation made (before or after the Order) under that or any other applicable enactment.
  • Technical Support
    Please send us an email at with your support request. To help us classify your request, please include either “Critical”, “Urgent” or “Knowledge” in the subject of your email based on the criteria outlined below. 1. Critical + If Ami is not available or only available intermittently. *Support is available during business hours and will be investigated within 60 minutes. *Support is available out of hours and will be investigated within 2 hours. *Please note, "Critical" support required outside of business hours, not related to a technical Ami issue, may become chargeable. 2. Urgent + If Ami’s application is performing slowly, + If Ami’s application is performing with limited functionality, or to report bugs which are impacting performance. *Will be investigated within 60 minutes during business hours. *Outside of business hours, your request will be reviewed on the next working day. 3. Knowledge + Linguistic or understanding refinements/additions to Ami + Or any other support issue not included in the “Critical” or “Urgent” classification *Within business hours, all 'Knowledge' requests will be reviewed on the same day. *Outside of business hours, your request will be responded to on the next working day. Ami Support Team business hours: Monday to Friday, 9am - 6pm Support for 3rd Party Systems■ We charge when we support issues involving interactions between Ami and a 3rd party. Examples of 3rd party applications and systems include: + Websites, + Telephone Systems, + APIs, or + Data Centres We will investigate all support requests raised via our support email address and follow all the existing SLAs. After 2 hours of investigation, if the problem is caused by a 3rd party system, all work, including the initial investigation, becomes chargeable. When we identify an issue caused by a 3rd party system, we will notify you. If the work needs to continue beyond one day’s work, we will request a sign off for additional hours before continuing any further work. Working to support these 3rd Party issues is often time critical and needs ‘immediate’ attention. To ensure we can carry out the work in a timely fashion, we will conduct up to one day’s work at the appropriate rate without requiring any sign off by yourself, when dealing with 3rd party systems. The current rates are: - £195 per hour or £1450 a day during working hours - £350 per hour and £2500 a day out of hours
  • Anti-Slavery and Human Trafficking Policy
    1. Policy statement 1.1 Modern slavery is a crime and a violation of fundamental human rights. It takes various forms, such as slavery, servitude, forced and compulsory labour, and human trafficking, all of which have in common the deprivation of a person's liberty by another in order to exploit them for personal or commercial gain. We are committed to acting ethically and with integrity in all our business dealings and relationships and to implementing and enforcing effective systems and controls to ensure modern slavery is not taking place anywhere in our own business or in any of our supply chains. 1.2 We are also committed to ensuring there is transparency in our own business and in our approach to tackling modern slavery throughout our supply chains, consistent with our disclosure obligations under the Modern Slavery Act 2015. We expect the same high standards from all of our contractors, suppliers and other business partners. 1.3 This policy applies to all persons working for us or on our behalf in any capacity, including employees at all levels, directors, officers, agency workers, seconded workers, volunteers, interns, agents, contractors, external consultants, third-party representatives and business partners. 1.4 This policy does not form part of any employee's contract of employment and we may amend it at any time. 2. Responsibility for the policy 2.1 The Board of Directors has overall responsibility for ensuring this policy complies with our legal and ethical obligations, and that all those under our control comply with it. 2.2 The compliance manager has primary and day-to-day responsibility for implementing this policy, monitoring its use and effectiveness, dealing with any queries about it, and auditing internal control systems and procedures to ensure they are effective in countering modern slavery. 2.3 Management at all levels are responsible for ensuring those reporting to them understand and comply with this policy and are given adequate and regular training on it and the issue of modern slavery in supply chains. 2.4 You are invited to comment on this policy and suggest ways in which it might be improved. Comments, suggestions and queries are encouraged and should be addressed to the compliance manager. 3. Compliance with the policy 3.1 You must ensure that you read, understand and comply with this policy. 3.2 The prevention, detection, and reporting of modern slavery in any part of our business or supply chains is the responsibility of all those working for us or under our control. You are required to avoid any activity that might lead to, or suggest, a breach of this policy. 3.3 You must notify your manager as soon as possible if you believe or suspect that a conflict with this policy has occurred, or may occur in the future. 3.4 You are encouraged to raise concerns about any issue or suspicion of modern slavery in any parts of our business or supply chains of any supplier tier at the earliest possible stage. 3.5 If you believe or suspect a breach of this policy has occurred or that it may occur you must your manager as soon as possible. 3.6 If you are unsure about whether a particular act, the treatment of workers more generally, or their working conditions within any tier of our supply chains constitutes any of the various forms of modern slavery, raise it with your manager. 3.7 We aim to encourage openness and will support anyone who raises genuine concerns in good faith under this policy, even if they turn out to be mistaken. We are committed to ensuring no one suffers any detrimental treatment as a result of reporting in good faith their suspicion that modern slavery of whatever form is or may be taking place in any part of our own business or in any of our supply chains. Detrimental treatment includes dismissal, disciplinary action, threats or other unfavourable treatment connected with raising a concern. If you believe that you have suffered any such treatment, you should inform the compliance manager. 4. Communication and awareness of this policy 4.1 Our commitment to addressing the issue of modern slavery in our business and supply chains is to be communicated to all suppliers, contractors and business partners at the outset of our business relationship with them and reinforced as appropriate thereafter. 5. Breaches of this policy 5.1 Any employee who breaches this policy will face disciplinary action, which could result in dismissal for misconduct or gross misconduct. 5.2 We may terminate our relationship with other individuals and organisations working on our behalf if they breach this policy.
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