Service Specific Terms

These service specific terms (Service Specific Terms) below supplement and form part of the subscription services agreement referenced in the order and apply based on the subscription purchased. As used in these Service Specific Terms, Customer means the applicable customer or MSP identified in the subscription services agreement and Service means the software service provided by Auvik under that agreement.

Auvik SaaS Management Service (ASM Service)

(last updated February 28, 2025)

Definitions.

  • Local Software. The software (collector, agent, extension or similar local software) provided by Auvik as part of the Service (Local Software) is licensed to Customer as follows: Auvik grants Customer a non-exclusive, non-transferable license during the term of an order, to use and copy such software within the Managed Environment in accordance with its technical documentation, solely in connection with the Service.
  • Access to Managed Environment. In order to use the Service, Customer must download and install the Local Software to, or otherwise allow the Service to communicate with, as applicable, Customer’s internal network environment, any external network managed by Customer, and any managed device or application (Managed Environment). As part of the use of the Local Software and/or the integration of the Service with a Third Party Service, Customer authorizes (i) remote communication between the Service and the Managed Environment; (ii) the Service to scan and evaluate the Managed Environment; (iii) the Service to monitor, manage and facilitate Customer-approved access or changes to the Managed Environment; and (iv) the transfer of collected data to the Service, and represents and warrants to Auvik that it has all rights necessary to grant such authorization. Customer is solely responsible for configuring its Managed Environment for adequate security and protection. Customer is responsible for applying independent business judgment with respect to use of the Service and any decisions from the use of the Service.
  • Third Party Service. The ASM Service embeds third-party application integration features and supports integrations and other connections to certain third-party services (Third Party Service), and it depends on continuing availability of and access to Third Party Service, including application programming interfaces, for full functionality of the ASM Service. Customer is responsible for obtaining all rights, complying with all responsibilities and the payment of all fees associated with all Third-Party Service for purposes of this agreement.

Notice and Consent for ASM Service.

  • The purpose of the ASM Service is to provide the IT department visibility into the types of applications that their customers and users are using in their Managed Environment. Certain features of the ASM Service also permit the integration, automation and management of applications within the Managed Environment. Customer is solely responsible for providing any necessary notices to its customers and users and obtaining any legally required consents from its customers and users regarding the use of the Service.

Supplemental Disclaimer.

  • AUVIK IS NOT LIABLE FOR PROBLEMS INHERENT IN USE OF THE INTERNET OR FOR ISSUES RELATED TO A CUSTOMER’S OR ITS CUSTOMER’S COMPUTERS, NETWORK OR CLOUD PROVIDER ACCOUNTS, OR FOR DECISIONS A CUSTOMER MAKES REGARDING ITS CONFIGURATION OF THE SERVICE.
  • AUVIK’S SERVICE WARRANTY DOES NOT APPLY TO PRODUCTS OR SERVICES THAT ARE NOT AUVIK-BRANDED, EVEN IF PACKAGED OR SOLD WITH AUVIK PRODUCTS OR SERVICES. THEREFORE, AUVIK SHALL NOT HAVE ANY WARRANTY OBLIGATIONS WITH RESPECT TO NON-AUVIK BRANDED PRODUCTS THOUGH SUCH THIRD-PARTY PRODUCTS’ OR SERVICES’ WARRANTY MAY BE OF BENEFIT TO THE CUSTOMER.

Selection of Data Storage Region.

  • While Auvik has its headquarters in Canada, each Customer selects the region where the Customer Data will be stored. More information is located at (and for Auvik SaaS Management services, different data storage terms apply and are described at this link): Auvik Regions article.
    • Auvik will not change the country in which the Customer Data is stored (except with the permission of Customer, where necessary as part of Auvik’s business continuity or disaster recovery plan, and as allowed by law or legal process).

Remote Support Functionality.

(last updated June 12, 2025)

Certain remote management functionality in the Auvik Network Management Service permits Customer to access and move files and data within the Managed Environment.

  • Any use of personal information collected by Auvik in its role as controller, such as Account Data, is governed by Auvik’s Privacy Policy. “Account Data” means information about Customer and its users that Customer provides to Auvik in connection with the creation or administration of its Auvik accounts, such as first and last name, user name and email address of an authorized user or Customer’s billing contact. 
  • Through its configuration and use of the Service, Customer controls the types and amounts of data from the Managed Environment that are processed by the Service. While the Service is not designed to target and capture personal information, Customer understands that in the course of providing the Service, Auvik may incidentally process personal information that is not required for the performance of the Service. Any such incidental personal information shall be governed by Auvik’s Data Processing Addendum (or a separately executed agreement in effect between Auvik and Customer that covers the same).

Standard and Preferred Support.

(last updated December 1, 2025)

Auvik offers three tiers of support for subscribers, as outlined in Auvik’s Customer Support Policy (Policy) located here.

  • Auvik will provide Customer support for the Service under the terms of the Policy, and as further specified on an order (Support).
    • Customer will receive Auvik included support during the term at no additional charge. Standard and preferred support is available for purchase and, if applicable, will be set out in the order.
    • Auvik may amend the Policy from time to time by posting updates on its website.
    • Auvik warrants that a Customer’s chosen tier of Support will not materially decrease during any paid term. Auvik does not warrant Support for any free trial or beta features or Services.
  • Customer must provide reasonable information and assistance to facilitate Auvik’s performance of Support, including by enabling appropriate access for Auvik. Failure to provide such assistance and access may delay or prevent Support delivery. Auvik disclaims any liability arising from such delays.

Auvik Aurora & AI Enabled Features.

(last updated April 27, 2026)

Auvik may make available certain generative artificial intelligence features, including Auvik Aurora, as part of the Service. The following terms apply solely to any features, functionality or tools made available by Auvik as part of the Service (including Auvik Aurora) that are enabled by or rely on large language models or similar generative artificial intelligence technologies (AI Features).

If and to the extent of any conflict between these Service Specific Terms and the subscription services agreement referenced in the order (Agreement), these Service Specific Terms will control solely with respect to AI Features. Except as expressly set out herein, all terms of the Agreement apply to AI Features.

1. Scope of AI Features

AI Features may include, without limitation, automated analysis, alert prioritization, anomaly detection, summarization, troubleshooting assistance, remediation recommendations, conversational or chatbot-based support and any other features identified from time to time as Auvik Aurora or AI.

AI Features may be made available in connection with Auvik’s IT management capabilities, including networks, endpoints, servers, SaaS applications, and in-product support tools.

AI Features may be subject to additional usage limits, feature-specific documentation, or availability restrictions. Auvik may modify, suspend, or discontinue AI Features at any time. 

Any AI Features that use Customer Data as an input are optional; Customer may choose whether to enable or use these AI Features.

2. Nature of Outputs and Customer Responsibility

AI Features may generate outputs, recommendations or other results (Outputs) based on data, prompts and other inputs submitted to or processed by the AI Features (Inputs). Inputs may include Customer Data as well as other data made available by Auvik or its service providers, or generated by the Service in connection with AI Features. Customer acknowledges that:

  • Outputs are generated using probabilistic methods inherent in AI Features and may be inaccurate, incomplete, or not fit for a particular purpose; and
  • AI Features are intended to assist, and not replace, Customer’s independent technical judgment.

Outputs may be inaccurate, incomplete, or not fit for a particular purpose, and may not reflect current information. Outputs may include suggested configurations, commands, scripts, remediation steps, or other actions that, if implemented, could adversely affect Customer systems, networks or environments. 

Customer is responsible for independently reviewing, testing, and validating all Outputs prior to use, including verifying technical accuracy, identifying logic or configuration errors, and assessing their suitability for Customer’s specific environment and compliance with applicable laws, third-party rights, and internal policies.

AI Features do not autonomously implement changes to Customer systems. All implementation of Outputs, including any configuration changes, commands, scripts, remediation steps, or other operational actions, is performed by Customer. AI Features do not replace Customer’s responsibility for all decisions, actions, and implementations based on Outputs. Customer is solely responsible for reviewing, validating, and expressly approving any Outputs prior to implementation.

3. Customer Inputs and Responsibilities

Customer is responsible for all Inputs submitted by or on behalf of Customer, including any network data, device and endpoint telemetry, SaaS application data, configuration information, and user communications submitted through chatbot or support interfaces. 

Customer represents and warrants that it has all necessary rights, consents, and permissions to submit Inputs and to permit their use as contemplated under the Agreement.

Customer’s use of AI Features is also subject to Auvik’s AI Acceptable Use Policy, as updated from time to time.

Customer will not use AI Features in a manner that:

  • violates applicable law;
  • infringes or misappropriates the rights of any third party; or
  • introduces malicious code, attempts to manipulate or exploit AI behaviour, extract underlying system data, generate exploit code, or circumvent usage restrictions or safeguards.

Customer should not submit sensitive personal or other highly confidential information to AI Features unless necessary for the intended use of the Service. 

Customer is responsible for all acts and omissions of its authorized users in connection with AI Features, including any use of Inputs and Outputs, and will ensure that such users comply with the Agreement and these terms applicable to AI Features.

4. Use of Data

Auvik may use Inputs and Outputs solely to provide, support, maintain, and improve the Service and Auvik’s technology, including AI Features, in accordance with the Agreement.

Auvik will not use Customer Data in identifiable form to train or improve the AI Features for the benefit of other customers. 

To the extent Auvik uses data derived from Inputs or Outputs for improvement purposes, such data will be de-identified and aggregated such that it does not identify Customer or any individual.

5. Third-Party AI Providers

AI Features may use or be supported by third-party service providers. Auvik will remain responsible for such providers in accordance with the Agreement. 

Customer acknowledges that data processed through AI Features may be transferred to and processed by such providers as necessary to provide the Service.

Auvik does not use Customer Data to train third-party large language models. Where AI Features rely on third-party providers, Auvik engages such providers subject to contractual and technical safeguards designed to ensure that Customer Data is protected in a manner consistent with the Agreement, including contractual restrictions on the use of Customer Data for model training or improvement, except as expressly permitted by Customer.

6. Security, Processing and Retention

Auvik will process Customer Data used in connection with AI Features in accordance with the security, confidentiality, and data protection obligations set out in the Agreement. AI Features are subject to the same technical and organizational safeguards applicable to the Service.

In providing AI Features, Inputs, Outputs, and related usage data may be processed and stored within Auvik’s systems and by third-party providers as described in Section 5 (Third-Party AI Providers), including in jurisdictions outside of the region selected by Customer for storage of Customer Data, as necessary to provide the Service.

Where Customer has selected a region for storage of Customer Data, Customer acknowledges and agrees that use of AI Features may involve the transfer, processing, and temporary storage of Customer Data outside of that region. Auvik will use commercially reasonable efforts to align storage of Customer Data with the region selected by Customer, including, where supported, storage within the same country.

Inputs and Outputs may be processed and retained for a limited period as necessary to provide, support, secure, and improve AI Features, including for monitoring, debugging, customer support, abuse prevention, and service reliability. Outputs may also be stored as part of the Service where required to support functionality and Customer use.

7. Acceptable Use and Suspension

Without limiting any other rights under the Agreement, Auvik may suspend or restrict access to AI Features if it reasonably determines that Customer’s use:

  • poses a security risk;
  • may result in harm to Auvik, the Service or third parties; or
  • violates these terms applicable to AI Features, including the AI Acceptable Use Policy.

Such suspension or restriction may apply to AI Features independently of the remainder of the Service.

8. Disclaimer of Warranties

AI Features and Outputs are generated using artificial intelligence, including technologies provided by third-party service providers, and are provided “AS IS” and, to the maximum extent permitted by applicable law, without warranties of any kind, whether express, implied, statutory or otherwise. 

Outputs may be incomplete, incorrect, misleading, or produce unintended results and should not be relied upon without independent verification. 

Without limiting the foregoing, Auvik does not warrant that:

  • Outputs will be accurate, complete, reliable, fit for any particular purpose, or safe to implement without independent review;
  • AI Features will identify all issues or prevent disruptions; or
  • use of AI Features will result in any particular operational outcome.

AI Features are not subject to any service level commitments unless expressly stated otherwise.

To the extent permitted by applicable law, the foregoing disclaimers apply notwithstanding any service warranty or other performance obligations in the Agreement.

9. Limitation of Liability

AI Features form part of the Service and are provided subject to the limitations of liability, disclaimers, and exclusions set out in the Agreement and these Service Specific Terms, all of which apply to AI Features notwithstanding their probabilistic and non-deterministic nature. Without limiting the foregoing, Auvik will not be liable for any damages arising from:

  • Customer’s use of or reliance on Outputs;
  • implementation or execution of any Outputs, including configurations, commands, scripts, or remediation actions derived from AI Features; or
  • inaccuracies or omissions in Outputs.

Customer acknowledges that AI Features are assistive in nature and that Auvik will not be responsible for decisions made or actions taken based on Outputs.

10. Use of Outputs and Intellectual Property

As between the parties, and subject to applicable law and the Agreement, Customer may use Outputs generated through its use of AI Features for its internal business purposes in connection with the Service. 

Except for Customer’s rights in its Customer Data, Auvik and its licensors retain all rights, title, and interest in and to the AI Features, the Service, and any related improvements.

11. AI Chatbot and Support Features

Auvik may provide AI-powered chatbot or support features as part of the Service.  Responses generated by such features are for informational purposes only and may be incomplete, inaccurate, or not reflective of the most current product functionality or documentation. 

Such responses may include suggested technical actions or configurations and must be independently reviewed and validated prior to use.

Such responses do not constitute technical, operational, or professional advice, and do not modify Auvik’s obligations under the Agreement or any applicable support terms.