This addendum supplements the Master Terms of Service of Softnix. Service levels and performance figures shown in this addendum are reference targets only; binding service levels, licensing, and data terms are those specified in the customer's contract or order.
1. Product Overview
Softnix PrivateClaw is a Personal AI Agent platform for enterprises, deployed on-premise. It provides each user with a personal AI agent that can access organizational knowledge within assigned permissions and perform tasks through Harness Agent workflows, scheduled automation, skills, and connectors, under administrator governance via the Enterprise Control Plane. A cloud version is also available, provided by Managed Service Providers that are Softnix Channel Partners. For that version, Softnix is the software developer only; service terms, service levels, and data retention (including after cancellation) are governed by the terms of the Managed Service Provider with which the customer contracts.
Third-party software: Open-source software, AI models, and third-party connectors shipped with or connected to the product remain under their original licenses from their respective owners. The Softnix license and warranty for Softnix PrivateClaw cover only the management system developed by Softnix; for third-party software, Softnix installs and integrates it with the product. The customer must comply with those third-party licenses. See Section 3 of the Master Terms of Service.
2. Usage Terms
Permitted Usage
- Using personal AI agents for the customer's internal business work
- Connecting to data sources, applications, and connectors (e.g., email, calendar, file storage, web search) that the customer and the user are authorized to access
- Business purposes that comply with applicable laws and the customer's internal policies
Restrictions
- Using agents, skills, or automation to access systems, accounts, or data without authorization is prohibited
- Processing personal data without an appropriate legal basis under the PDPA is prohibited; customers should configure Guardrails and access controls appropriate to the data involved
- Usage that disrupts or places excessive load on internal or external systems (including websites and third-party APIs) is prohibited
- Where the customer enables external LLM providers or connectors (e.g., OpenAI, Claude, Gemini, OpenRouter, Gmail, Microsoft 365), data sent to them is processed under those providers' terms; the customer is responsible for that configuration and for compliance with applicable laws and third-party terms
Liability
- To the extent permitted by law and unless otherwise agreed in writing, Softnix is not responsible for how the customer configures or uses agents, skills, automation, or connectors
- Actions performed by agents, scheduled tasks, or workflows run under the customer's configuration, permissions, and approvals; customers should require human review before impactful actions
3. Softnix PrivateClaw-Specific SLA
| Metric | Target |
|---|---|
| Availability | On-premise: depends on customer infrastructure (on-premise appliance). Cloud (provided by a Managed Service Provider that is a Softnix Channel Partner): per that provider's SLA |
| Scheduled tasks | Run per configured schedule; subject to system resources and configuration |
| Softnix responsibility | Support and maintenance (MA) under the Softnix standard SLA, which applies to all products: CRITICAL 2h response / 4h resolution via a dedicated 24/7 channel for CRITICAL incidents, provided to customers under contract, HIGH 8h / 24h, MEDIUM 24h / next update cycle, LOW 48h / scheduled (HIGH–LOW during 8x5 business hours via phone 02-245-4942-43, email, and the ticket system), or as specified in the contract. For the cloud version, service and customer support are governed by the contract between the customer and the Managed Service Provider |
4. Contact
- Email: info@softnix.co.th
- Support: services@softnix.co.th