Terms

Resolivo receives conversations from the channels you connect, organises them into cases with the context of your business attached, holds verified knowledge, and helps your team resolve customer problems and see which relationships need attention.

It is not a customer service provider. It does not answer your customers on your behalf except where you have explicitly enabled that for specific categories, and it makes no commercial or financial decision for you.

The cases, conversations, customer records, knowledge and history in your account belong to you. Exporting all of it is a feature on every plan, throughout the term and during any wind-down.

If you leave, you take it with you. We will not withhold your customers' conversations against a renewal.

The people who contact your support team are your data subjects. You decide what is recorded about them, who may see it and how long it is kept.

You are responsible for telling them what you hold and why, for having a lawful basis for it, and for answering their requests. We will help you produce what you need; we cannot answer for you.

Your cases are not deleted the day an invoice fails, and inbound messages continue to be received during any grace period — losing a customer's message is not an acceptable consequence of a billing problem. The agreement for your plan sets the grace period and retention afterwards.

Where you enable automatic answering for specific categories, the replies sent are yours. You are responsible for the categories you enable and for the knowledge the answers are drawn from.

Refunds, cancellations, contract changes, account access, complaints and anything involving sensitive personal data are excluded from automatic handling and cannot be enabled.

The acceptable use policy forms part of these terms and describes what may not be done through the platform, including the uses of customer and team data we will not support.

You are responsible for the lawfulness of what you send to your customers through this service.

Service levels, support commitments and limitations of liability are set in the agreement for your plan.

Receiving inbound messages is the capability we protect above all others, and the architecture degrades in a defined order so that a failure of the AI layer or the reporting layer does not stop customer messages being accepted.