# 📄 Sasha Service Agreement
## Master Services Agreement for AI Knowledge Management Platform

**Effective Date**: [Date of Signature]  
**Version**: 1.0  
**Between**: Knowcode Ltd ("Provider") and [Customer Name] ("Customer")

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### 📋 Agreement Overview

This Service Agreement governs the provision of the Sasha AI Knowledge Management Platform. By executing this agreement, Customer acknowledges that Sasha is an AI-powered tool that **does not provide professional advice** of any kind.

**Key Terms**: Service "AS IS" | Limited Liability | No Professional Advice | Customer Indemnification

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## 1. DEFINITIONS

For the purposes of this Agreement:

- **"Sasha"** or **"Platform"**: The AI knowledge management software provided by Knowcode Ltd
- **"Services"**: Access to and use of the Sasha platform
- **"Customer Data"**: All data, documents, and content uploaded by Customer
- **"AI Output"**: Any content, analysis, or responses generated by the Platform
- **"Confidential Information"**: Non-public information disclosed by either party
- **"Effective Date"**: The date this Agreement is signed by both parties
- **"Fees"**: The subscription or usage charges for the Services

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## 2. SERVICES PROVIDED

### 2.1 Service Description

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**Provider will provide Customer with:**

- Access to the Sasha AI knowledge management platform
- Document upload and storage capabilities
- AI-powered search and retrieval functionality
- Natural language query processing
- Standard technical support during business hours
- Regular platform updates and maintenance

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### 2.2 Service Limitations

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**Provider does NOT provide:**

- ❌ Legal, tax, financial, medical, or any professional advice
- ❌ Guaranteed accuracy of AI outputs
- ❌ Custom development or consulting services (unless separately agreed)
- ❌ Data migration services
- ❌ Third-party integrations (unless specified)
- ❌ 24/7 support (unless in premium tier)

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## 3. NO PROFESSIONAL ADVICE DISCLAIMER

### 3.1 Explicit Disclaimer

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### ⚠️ CRITICAL NOTICE

**The Services do not constitute professional advice**. Provider is not a law firm, accounting firm, medical practice, or regulated professional services provider. 

All AI outputs are generated by machine learning models and may be:
- Inaccurate or incorrect
- Outdated or obsolete
- Inappropriate for your specific needs
- Non-compliant with applicable regulations

**Customer must independently verify all AI outputs with qualified professionals before use.**

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### 3.2 Customer Acknowledgment

Customer acknowledges and agrees that:
- No professional relationship is created by this Agreement
- Provider has no professional liability insurance
- Customer is not protected by professional regulatory schemes
- All use of AI outputs is at Customer's sole risk

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## 4. CUSTOMER OBLIGATIONS

### 4.1 General Obligations

Customer shall:

1. **Provide accurate information** for account setup and service delivery
2. **Maintain confidentiality** of login credentials
3. **Use Services lawfully** and in compliance with all applicable regulations
4. **Verify all AI outputs** before use or reliance
5. **Obtain professional advice** for all professional matters
6. **Pay all Fees** when due

### 4.2 Data Responsibilities

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Customer is solely responsible for:

- **Data Accuracy**: Ensuring all uploaded data is accurate and current
- **Legal Rights**: Having necessary rights to use all uploaded content
- **Data Protection**: Compliance with GDPR and data protection laws
- **Sensitive Data**: Appropriate handling of confidential information
- **Backups**: Maintaining independent backups of all critical data

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## 5. FEES AND PAYMENT

### 5.1 Fee Structure

| Service Tier | Monthly Fee | Annual Fee (10% discount) | Users Included |
|-------------|-------------|---------------------------|----------------|
| Starter | £500 | £5,400 | Up to 5 |
| Professional | £2,000 | £21,600 | Up to 25 |
| Enterprise | £5,000+ | £54,000+ | Unlimited |

### 5.2 Payment Terms

- **Payment Due**: Within 30 days of invoice date
- **Late Payment**: 1.5% monthly interest on overdue amounts
- **Suspension Rights**: Services may be suspended for payments 30+ days overdue
- **No Refunds**: Fees are non-refundable except as required by law

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## 6. INTELLECTUAL PROPERTY

### 6.1 Customer Ownership

Customer retains all rights to:
- Customer Data uploaded to the Platform
- Customer-specific configurations and customizations
- Business processes and methodologies
- Outputs generated from Customer Data

### 6.2 Provider Ownership

Provider retains all rights to:
- The Sasha platform and underlying technology
- AI models and algorithms
- General methodologies and frameworks
- Platform improvements and updates

### 6.3 License Grants

- **To Customer**: Non-exclusive license to use the Platform during the term
- **To Provider**: License to process Customer Data solely to provide Services

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## 7. DATA PROTECTION AND PRIVACY

### 7.1 Data Processing

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Provider will:
- Process Customer Data in accordance with Customer's instructions
- Implement appropriate technical and organizational security measures
- Notify Customer of any data breaches without undue delay
- Delete Customer Data upon termination (subject to legal requirements)

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### 7.2 Compliance

Both parties shall comply with applicable data protection laws including:
- General Data Protection Regulation (GDPR)
- UK Data Protection Act 2018
- Applicable industry-specific regulations

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## 8. WARRANTIES AND DISCLAIMERS

### 8.1 Mutual Warranties

Each party warrants that it:
- Has full authority to enter into this Agreement
- Will comply with all applicable laws
- Will not infringe third-party intellectual property rights

### 8.2 DISCLAIMER OF WARRANTIES

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### SERVICES PROVIDED "AS IS"

**EXCEPT AS EXPRESSLY PROVIDED, PROVIDER DISCLAIMS ALL WARRANTIES**, INCLUDING:

- IMPLIED WARRANTIES OF MERCHANTABILITY
- FITNESS FOR A PARTICULAR PURPOSE
- NON-INFRINGEMENT
- ACCURACY OR RELIABILITY OF AI OUTPUTS
- UNINTERRUPTED OR ERROR-FREE SERVICE

**Provider does not warrant that the Services will meet Customer's specific requirements or that AI outputs will be accurate, complete, or suitable for any particular purpose.**

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## 9. LIMITATION OF LIABILITY

### 9.1 Liability Cap

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**LIMITATION OF LIABILITY**

To the maximum extent permitted by law:

**Provider's total aggregate liability** under this Agreement shall not exceed the Fees paid by Customer in the twelve (12) months immediately preceding the event giving rise to liability.

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### 9.2 Exclusion of Damages

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**NEITHER PARTY SHALL BE LIABLE FOR:**

- Indirect, incidental, or consequential damages
- Loss of profits, revenue, or business opportunities
- Loss of data or data corruption
- Loss of goodwill or reputation
- Cost of replacement services
- Any damages arising from use of AI outputs

**These limitations apply regardless of the theory of liability and even if advised of the possibility of such damages.**

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## 10. INDEMNIFICATION

### 10.1 Customer Indemnification

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**Customer agrees to indemnify, defend, and hold harmless Provider from:**

- Claims arising from Customer's use of AI outputs
- Violations of applicable laws or regulations
- Infringement of third-party rights by Customer Data
- Breach of this Agreement by Customer
- Claims that Customer relied on AI outputs as professional advice
- Any actions taken based on Platform outputs

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### 10.2 Provider Indemnification

Provider will indemnify Customer against claims that the Platform itself (excluding AI outputs) infringes third-party intellectual property rights, subject to standard exceptions.

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## 11. CONFIDENTIALITY

### 11.1 Confidential Information

Each party shall:
- Maintain confidentiality of the other party's Confidential Information
- Use Confidential Information solely for Agreement purposes
- Protect Confidential Information with reasonable care
- Not disclose to third parties without written consent

### 11.2 Exceptions

Confidentiality obligations do not apply to information that:
- Is or becomes publicly available through no breach
- Was rightfully known before disclosure
- Is independently developed without use of Confidential Information
- Must be disclosed by law (with notice where permitted)

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## 12. TERM AND TERMINATION

### 12.1 Term

This Agreement commences on the Effective Date and continues:
- **Monthly Plans**: Month-to-month until terminated
- **Annual Plans**: For the annual term, auto-renewing unless terminated

### 12.2 Termination for Convenience

Either party may terminate by providing:
- **Monthly Plans**: 30 days written notice
- **Annual Plans**: 60 days written notice before renewal date

### 12.3 Termination for Cause

Either party may terminate immediately if the other party:
- Materially breaches and fails to cure within 30 days of notice
- Becomes insolvent or enters bankruptcy proceedings
- Violates applicable laws

### 12.4 Effect of Termination

Upon termination:
- Customer's access to the Platform ceases immediately
- Customer must pay all outstanding Fees
- Customer may export their data within 30 days
- Confidentiality obligations survive
- Provider will delete Customer Data after 30 days

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## 13. FORCE MAJEURE

Neither party shall be liable for delays or failures due to causes beyond reasonable control, including:
- Acts of God or natural disasters
- War, terrorism, or civil unrest
- Government actions or regulations
- Pandemic or epidemic
- Internet or infrastructure failures
- Labor disputes

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## 14. GENERAL PROVISIONS

### 14.1 Governing Law

This Agreement is governed by the laws of England and Wales, without regard to conflict of law principles.

### 14.2 Dispute Resolution

1. **Good Faith Negotiation**: 30 days attempt to resolve
2. **Mediation**: If negotiation fails, non-binding mediation
3. **Arbitration**: Final binding arbitration under LCIA rules
4. **Venue**: London, United Kingdom

### 14.3 Entire Agreement

This Agreement, including referenced policies and documents, constitutes the entire agreement between the parties and supersedes all prior agreements.

### 14.4 Amendment

This Agreement may only be amended in writing signed by both parties.

### 14.5 Severability

If any provision is found invalid or unenforceable, the remainder continues in full force.

### 14.6 Assignment

Customer may not assign this Agreement without Provider's written consent. Provider may assign to an affiliate or successor.

### 14.7 Notices

All notices must be in writing to:

**Provider:**  
Knowcode Ltd  
[Address]  
Email: legal@knowcode.co.uk

**Customer:**  
[As provided in Order Form]

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## 15. SPECIFIC TERMS FOR REGULATED INDUSTRIES

### 15.1 Healthcare Organizations

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**Additional Terms for Healthcare Customers:**

- No Business Associate Agreement (BAA) is provided
- Platform is not HIPAA-compliant for PHI processing
- Customer must not upload protected health information
- All health-related outputs require professional medical review

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### 15.2 Financial Services

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**Additional Terms for Financial Customers:**

- Platform is not approved for regulatory reporting
- No SOX compliance attestations provided
- All financial outputs require professional review
- Customer responsible for all regulatory compliance

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## SIGNATURE PAGE

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### AGREED AND ACCEPTED:

**KNOWCODE LTD**

Signature: _______________________

Name: ___________________________

Title: ___________________________

Date: ___________________________

**[CUSTOMER NAME]**

Signature: _______________________

Name: ___________________________

Title: ___________________________

Date: ___________________________

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## SCHEDULE A: SERVICE LEVELS

### Standard Service Levels

| Metric | Target | Measurement |
|--------|--------|-------------|
| Platform Availability | 99.5% monthly | Excluding planned maintenance |
| Support Response Time | 24 business hours | Initial response only |
| Critical Issue Resolution | Best efforts | No guaranteed resolution time |
| Data Backup Frequency | Daily | Automated backups |
| Planned Maintenance Notice | 72 hours | Via email and platform notice |

*Premium service levels available under separate agreement*

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## SCHEDULE B: DATA PROCESSING ADDENDUM

*[Separate DPA to be attached if required for GDPR compliance]*

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### 📋 Agreement Summary

This Service Agreement establishes the terms for Sasha platform access with:
- **Clear service boundaries** and limitations
- **Strong liability protections** for Provider
- **Explicit disclaimers** about professional advice
- **Customer responsibility** for output verification

**Remember**: Sasha is an AI tool, not a professional service provider.

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**📋 Document Information**
- **Document Type**: Master Service Agreement
- **Version**: 1.0
- **Template Date**: January 12, 2025
- **Review Schedule**: Annual or upon material changes
- **Related Documents**: 
  - [Sasha AI Usage Policy](./sasha-ai-usage-policy.md)
  - [IP Ownership Framework](./IP-ownership-framework.md)
  - [LLM Processing Privacy Policy](./LLM-processing-privacy-policy.md)
  - [Data Processing Addendum] (if applicable)

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