Legal
Terms of Service
These terms govern your use of Makli, the AI support service operated by Provonic (“Makli”, “we”, “us”). By starting a trial, creating an account or using the service you agree to them on behalf of the business you represent. If you do not agree, do not use the service.
Who we are
Makli is provided by Provonic, 172 Stamford Street, Manchester, United Kingdom. You can reach us at sam@makli.com.
The service
Makli connects to the helpdesk, billing and control-panel systems you choose (for example WHMCS, cPanel, Plesk or Zendesk), reads incoming support tickets and chats, and either resolves them by taking actions you have permitted in the customer’s own account, or prepares a draft reply for your team to review. Every action and reply is recorded on the ticket.
We may improve, change or discontinue features over time. Where a change materially reduces the service, we will give you reasonable notice.
Eligibility and accounts
The service is for businesses, not consumers. You confirm that the person accepting these terms is authorised to bind that business, and that you will keep your login details confidential and tell us promptly at sam@makli.com if you believe an account has been compromised. You are responsible for activity under your account.
Acceptable use
You agree not to: use the service unlawfully or to send unlawful, deceptive or abusive communications; attempt to gain unauthorised access to the service or to other customers’ environments; reverse-engineer, copy or resell the service; deliberately introduce malicious code; or use the service to build a competing product. We may suspend access where we reasonably believe these terms are being breached, and will tell you why unless the law prevents it.
Permissions, draft mode and your responsibilities
Makli only takes actions you have explicitly switched on, per action and per brand. Actions you do not enable are always returned to your team as drafts. New accounts run in draft-only mode for the first week so you can review every proposed reply before Makli acts on its own.
You are responsible for choosing which actions to enable, for the policies and knowledge you give Makli to follow, and for reviewing drafts and logs. You confirm you have the right to connect each third-party system and to let Makli process the data it contains.
Customer data
You own the data you and your customers put into the systems Makli connects to (“Customer Data”). You grant us the limited right to process Customer Data only to provide the service to you. We do not train AI models on Customer Data, and we do not sell it.
Data protection
Where Customer Data contains personal data, you are the controller and we act as your processor. Our Data Processing Agreement, including the Standard Contractual Clauses and UK Addendum, forms part of these terms. Our Privacy Policy explains how we handle personal data more generally.
Third-party systems and sub-processors
The systems Makli connects to are provided by third parties under their own terms, and we are not responsible for their availability or conduct. To run the service we use sub-processors such as hosting and AI model providers; they are bound by written data-protection terms, and a current list is available on request. We remain responsible to you for their performance.
AI outputs
Makli produces responses and actions with AI. They can be wrong, incomplete or inappropriate for a particular situation, and their quality depends on the systems, documentation and policies you connect. You are responsible for reviewing outputs where they matter, and we do not guarantee any particular resolution rate, response time or business result. Metrics shown on our website reflect observed results for specific customers and are not promises.
Availability and support
We aim to keep the service available around the clock and to fix faults promptly, but we do not guarantee uninterrupted operation. Planned maintenance will be scheduled to minimise disruption where practical. Support is provided by email at sam@makli.com.
Trials, fees and payment
Your first month is free on your real tickets; no payment details are needed to begin. The prices shown on our website are estimates: during the free month we measure your actual ticket and chat volume, integrations and enabled actions, and then confirm a fixed monthly price in writing. After the free month, subscriptions are billed monthly in advance at that confirmed price, plus applicable taxes. Plans are sized by monthly ticket and chat volume; if you regularly exceed your plan, we will ask you to move to a larger one. Fees are non-refundable except where the law requires otherwise or these terms say so. We may change prices with at least 30 days’ notice, taking effect at your next renewal.
Intellectual property
We own the Makli software, models, documentation and brand. Nothing in these terms transfers those rights to you. You may give us feedback, which we may use without obligation to you.
Confidentiality
Each of us will keep the other’s non-public information confidential, use it only for the purposes of this agreement, and protect it with at least reasonable care. This does not apply to information that is public, independently developed, or required to be disclosed by law, provided the other party is told where lawful.
Warranties and disclaimers
We warrant that we will provide the service with reasonable skill and care. Except as stated in these terms, the service is provided “as is” and we exclude all other warranties to the fullest extent permitted by law, including as to fitness for a particular purpose and the accuracy of AI-generated content.
Limitation of liability
Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything that cannot be limited by law. Subject to that, neither party is liable for indirect or consequential loss, loss of profit, revenue or goodwill, and each party’s total liability under these terms in any 12-month period is limited to the fees you paid for the service in that period.
Indemnities
You will indemnify us against claims arising from your Customer Data, your instructions, or your breach of these terms or of law. We will indemnify you against third-party claims that the Makli software, used as permitted, infringes their intellectual property rights.
Term and termination
These terms apply while you use the service. Either party may end a subscription with notice taking effect at the end of the current billing period. Either party may terminate immediately for a material breach that is not fixed within 30 days of notice. On termination we will stop processing Customer Data and delete or return it in line with the DPA, except where the law requires us to keep it.
Changes to these terms
We may update these terms from time to time. For material changes we will give you at least 30 days’ notice by email or in the service. Continued use after the effective date means you accept the updated terms.
Governing law
These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute, without prejudice to either party’s right to seek urgent injunctive relief elsewhere.
Contact
Provonic, 172 Stamford Street, Manchester, United Kingdom · sam@makli.com