Terms of Service

Last updated: 12 August 2026

1. Agreement and scope 

1.1 These Customer Terms are between: 

• Trimate: Trimate AI Pty Ltd ACN 675 831 295; and 

• Client: the person or organisation named in the Order Form. 

1.2 The agreement consists only of the accepted Order Form, these Customer Terms, Schedules 1 and 2, and Schedule 3 only for the limited purposes stated in that Schedule. 

1.3 If documents conflict, the accepted Order Form applies first, followed by these Customer Terms, Schedule 2 for data-processing matters and Schedule 1 for service-level matters. Schedule 3 is subordinate to each of those documents. 

1.4 The Product Guides listed in Schedule 3, demonstrations, proposals, sales discussions and website material are general information only. They do not add features, deliverables, response times, implementation work, usage or support to the purchased scope. Starting from pricing is not a binding quote. 

1.5 Any architecture, security, compliance or technical reference listed in Schedule 3 describes Trimate’s then-current high-level approach for relevant Services. It is supporting information only. It is not a warranty that any particular cloud provider, AI model, integration, infrastructure design, certification, optional control or configuration applies to every Service or will remain unchanged. 

1.6 The Trimate public website Terms of Use govern the website only. They do not govern the paid Service. 

1.7 The Client accepts the agreement by signing or electronically accepting the Order Form.

2. Standard product

2.1 The Client is buying the product, plan and included usage stated in the Order Form. 

2.2 This is a standard subscription product. Unless the Order Form expressly includes an item, the Service does not include: 

• custom software development; 

• bespoke integrations or workflow redesign; 

• unlimited configuration changes; 

• professional, legal, privacy, clinical or telecommunications advice; 

• onsite services or after-hours support; 

• management of the Client’s staff, systems, carrier or practice management software; 

• data migration, custom reporting or audit work; or 

• features from another Trimate product or plan. 

2.3 Trimate’s standard plans are limited to the capabilities shown for the selected product, plan and usage tier in the Order Form or applicable Product Guide. A requirement outside those limits may require an upgrade, a separate product, a statement of work or additional Fees. 

2.4 Trimate is not required to perform work outside scope. Trimate may quote separately for requested changes, consulting, customisation or additional support. 

2.5 Trimate may update the Service, provided the update does not materially remove the core capability purchased during the Term. 

2.6 Trimate may modify, enhance, replace, deprecate or discontinue non-core features, integrations or delivery methods from time to time, provided it does not materially remove the core capability purchased during the then-current paid Term without providing a reasonable alternative or pro-rata refund for the unused affected period. 

2.7 Trimate may use personnel, subcontractors, service providers, cloud platforms, AI models, communications providers and other infrastructure providers to provide, secure, support and improve the Service. 

3. Setup and go live 

3.1 Trimate will perform the standard setup activities stated in the Order Form. 

3.2 The Client must promptly provide the information, access, rules, personnel, approvals and third-party cooperation needed for setup. 

3.3 The Client must review and approve business rules, prompts, scripts, knowledge sources, escalation pathways, integration settings and material configuration before go live. 

3.4 Setup is accepted when the Client: 

• approves it; 

• uses the Service in production; or 

• does not report a material failure against the agreed scope within 5 Business Days after testing is made available. 

3.5 Trimate will correct a reproducible material failure against the agreed scope. Minor issues and requests for new or changed functionality do not delay acceptance. 

3.6 If the Client delays go live after Trimate has materially completed setup and testing, Trimate may start recurring billing by giving written notice. 

4. Fees and payment 

4.1 The Client must pay the Fees in the Order Form. 

4.2 Unless the Order Form says otherwise: 

• implementation Fees are payable before provisioning; 

• subscription Fees are billed monthly in advance; 

• usage, overage and telecommunications charges are billed monthly in arrears; 

• recurring billing is processed on the 7th of each month; 

• invoices are payable within 14 days; 

• included usage does not roll over; and 

• Fees exclude GST. 

4.3 Implementation Fees and Fees already incurred are non-refundable, except where required by law or expressly stated in Schedule 1. 

4.4 The Client must notify Trimate of a genuine invoice dispute within 7 days and pay the undisputed amount on time. 

4.5 Trimate may charge interest on overdue undisputed amounts at the lower of 1.5% per month or the maximum rate permitted by law, calculated daily from the due date until paid. 

4.6 The Client must reimburse Trimate for reasonable external recovery costs incurred in collecting overdue undisputed amounts. 

4.7 Trimate may suspend the Service if an undisputed amount remains unpaid 7 days after written notice. 

4.8 The Client may request a mid-term upgrade, additional usage, additional products or additional features. Unless otherwise agreed, additional recurring Fees apply from the date Trimate provisions the upgrade and continue for the remainder of the then-current term. 

4.9 After the minimum term, Trimate may change Fees on at least 30 days’ notice. The Client may end the affected Service before the increase takes effect. 

4.10 Where the Service is billed or measured by minutes of usage, each individual call, interaction or other usage event is rounded up to the next whole minute for the purpose of calculating included usage, overage and other usage-based Fees, unless the applicable Order Form expressly states otherwise.

5. Term 

5.1 The Order Form starts when accepted and continues for its minimum term. 

5.2 After the minimum term, it continues month to month until either party gives 30 days’ written notice. 

5.3 Notice given during the minimum term takes effect no earlier than the end of that term. 

5.4 The Order Form may specify a different term or notice period. 

5.5 Term means the minimum term stated in the Order Form and any continuation or renewal under clause 5. 

6. Client responsibilities

6.1 The Client is responsible for: 

• its business operations, staff, end users, customers, patients and professional obligations; 

• the accuracy and legality of information, instructions and business rules it supplies; 

• obtaining required patient notices, permissions and consents; 

• its internet, telecommunications, identity systems, business systems, healthcare systems, APIs and other Client-controlled systems; 

• keeping credentials secure and controlling Authorised Users; 

• maintaining a reasonable manual fallback when the Service is unavailable or unsuitable; 

• reviewing exceptions, escalations and matters requiring judgement; and 

• complying with Applicable Law. 

6.2 The Client must not: 

• use the Service unlawfully or outside the agreed scope; 

• submit information it is not authorised to process; 

• bypass security or usage controls; 

• reverse engineer, copy, resell or create a competing product from the Service; 

• introduce malicious code; or 

• represent the Service as a regulated professional, emergency service, identity verification service or replacement for professional judgement. 

6.3 Trimate is not responsible for delay, error or failure caused by inaccurate Client instructions, a Client-controlled system, a third party selected by the Client or the Client’s failure to meet a dependency. 

7. AI and regulated-use limitations

7.1 The Service automates defined administrative, communications, document, email, workflow and related business tasks. It does not provide medical, legal, financial, emergency, identity-verification or other regulated professional advice unless expressly stated in the Order Form and only to the limited extent permitted by Applicable Law. 

7.2 The Service must not be relied on to: 

• diagnose or treat a patient; 

• prescribe or recommend medication; 

• independently determine clinical urgency, referral acceptance, patient suitability, eligibility, entitlement, legal compliance or other high-risk outcomes; 

• provide emergency services; or 

• make a decision requiring professional judgement. 

7.3 AI systems, speech recognition, transcription, extraction, classification, summarisation, retrieval, integrations and third-party systems may misunderstand inputs, omit context, infer incorrectly, produce inaccurate or incomplete outputs, generate plausible but incorrect content, fail to complete a task, or be affected by ambiguous user input, poor audio quality, accents, background noise, incomplete records, incorrect Client-supplied information or unavailable source systems. 

7.4 The Client acknowledges that malicious or deceptive inputs, including prompt injection, manipulated documents, deepfake content, voice spoofing, impersonation attempts or social-engineering interactions, may affect Service outputs or workflows. The Client must maintain appropriate verification, access-control, escalation and human-review procedures for higher-risk interactions. 

7.5 The Client must maintain suitable human oversight, review and escalation for clinical questions, emergencies, complaints, ambiguous information, abnormal outputs, identity-sensitive matters, legal or regulatory issues and other higher-risk matters. 

7.6 The Client is responsible for decisions, actions, communications and records made after receiving or reviewing a Service output, recommendation, draft, extraction, escalation or automation result. 

8. Data, privacy and security

8.1 Each party must comply with the Privacy Act 1988 (Cth), the Australian Privacy Principles and any applicable State or Territory health privacy laws, in each case only to the extent applicable to that party. 

8.2 The Client authorises Trimate to process Client Data only as reasonably required to provide, secure, support and bill for the Service. 

8.3 The Client is responsible for the lawfulness, accuracy and permitted use of Client Data and for giving required privacy notices. 

8.4 Trimate will maintain reasonable technical and organisational safeguards appropriate to the Service and the sensitivity of the information, which may include encryption in transit, encryption at rest where applicable, access controls, least-privilege permissions, audit logging, backup processes, security monitoring, vulnerability management and incident-response procedures. These commitments are commercially reasonable controls and are not absolute warranties that a security event cannot occur. 

8.5 For integrated products and workflows involving healthcare systems, APIs or third-party platforms: 

• Trimate will use reasonable data-minimisation controls appropriate to the agreed workflow; 

• authorised requests may be forwarded, transformed, retrieved, stored or processed as reasonably required for the selected product and workflow; 

• access is restricted to systems, endpoints, accounts, data fields and actions reasonably needed for the agreed workflow; 

• data-location, retention, model-processing and integration details may vary by product, plan, provider and Order Form; and 

• communications, routing, model processing, telemetry and provider infrastructure may use third-party systems, including infrastructure outside Australia, where permitted by the agreement and Applicable Law. 

8.6 Trimate may use cloud, telecommunications, AI model, storage, monitoring, security, analytics and other service providers to deliver, secure, support and improve the Service. 

8.7 Trimate will not use identifiable Client Data to train a general-purpose or cross-client AI model unless the Client expressly agrees in writing. 

8.8 Trimate will notify the Client of a confirmed material security incident affecting Client Personal Information as required by law and as soon as reasonably practicable after Trimate confirms the incident. Trimate will take reasonable steps to investigate, contain and remediate the incident within its control. 

8.9 Additional data-processing terms are in Schedule 2. 

8.10 The Architecture, Security and Compliance document listed in Schedule 3 is provided for context. If it differs from this clause or Schedule 2, this agreement governs. 

8.11 (a) The Client grants Trimate a non-exclusive, royalty-free licence during and after the Term to use the Client’s name, trade marks and logos to identify the Client as a Trimate customer in Trimate’s customer lists, website, proposals, presentations, case studies and other marketing materials. 

(b) Trimate may use the names and business contact details of the Client’s representatives for lawful marketing purposes, including creating Customer List Custom Audiences and Lookalike Audiences through Meta, provided that Trimate: 

(i) complies with Applicable Law and Meta’s applicable terms;(ii) provides any required notice and obtains any required consent; and(iii) provides representatives with a simple means of opting out. 

(c) Trimate must not use or disclose Client Data, patient information, health information or other sensitive information for the purposes described in this clause. 

(d) A representative may opt out of the use of their personal information for marketing at any time by contacting info@trimate.ai. Trimate will action the request within a reasonable period. 

(e) The Client may request that Trimate cease any future use of its name, trade marks or logos by contacting info@trimate.ai. This request will not require Trimate to withdraw or destroy materials published or produced before the request was received. 

9. Intellectual property

9.1 The Client owns Client Data and the Client’s pre-existing materials. 

9.2 Trimate and its licensors own the Service, software, source code, object code, AI prompts, system instructions, workflows, agent configurations, automation templates, orchestration logic, knowledge-base structures, retrieval methods, models, connectors, APIs, integrations, methods, know how, documentation, improvements and all Configuration, excluding Client Data and the Client’s pre-existing materials. 

9.3 The Client receives a limited, non-exclusive, non-transferable right to use the purchased Service during the subscription term for its internal business. 

9.4 The Client does not acquire source code, model instructions, prompts, reusable workflows, automation templates, agent configurations, knowledge-base structures, orchestration logic or ownership of Configuration by paying implementation or subscription Fees. 

9.5 Trimate may develop, use and commercialise general platform improvements, learnings, features, models, prompts, workflows, templates, connectors and know how arising from providing the Service, provided it does not disclose Client Confidential Information or use identifiable Client Data except as permitted by this agreement. 

9.6 On request made before termination, Trimate may provide a reasonable export of Client-supplied content or data where technically available. Material work may be charged separately. 

9.7 Subject to clause 14, Trimate will defend a third-party claim alleging that the unmodified Service supplied by Trimate infringes an Australian intellectual property right. This obligation does not apply to the extent the claim arises from Client Data, Client instructions, modifications not made by Trimate, combinations with third-party products or use outside the agreed scope. Trimate may modify, replace or cease the affected Service and refund unused prepaid subscription Fees. This is the Client’s exclusive contractual remedy for that claim. 

9.8 The Client must promptly notify Trimate of the claim, make no admission or settlement without Trimate’s consent, give Trimate control of the defence and settlement, and provide reasonable assistance requested by Trimate.

10. Third Party Services 

10.1 The Service may depend on Third Party Services, including healthcare systems, business systems, APIs, cloud platforms, telecommunications carriers, AI model providers, identity providers, messaging platforms, email services and other third-party platforms selected by Trimate or the Client. 

10.2 Trimate does not control and is not responsible for: 

• a Client-selected carrier, phone system, internet service, healthcare system, business system, API, account or other third-party platform; 

• changes, outages, limits or errors in a Third Party Service; 

• the Client’s configuration or account with a Third Party Service; or 

• a third party ending or changing an integration. 

10.3 Trimate will use reasonable efforts to work around a material Third Party Service issue where practical. Trimate is not required to rebuild the Service or absorb material third-party cost. 

10.4 If a required Third Party Service becomes unavailable or commercially impracticable, Trimate may change, suspend or end the affected Service. Trimate will refund prepaid subscription Fees for the unused affected period.

11. Support and service levels 

11.1 Standard support is provided during 9am to 5pm Melbourne time on Business Days through support@trimate.ai. 

11.2 Trimate will use commercially reasonable efforts to respond to standard support requests within the target response times stated in the applicable Product Guide, Order Form or support policy. Target response times are guidance only and are not service credits, warranties or guaranteed resolution times unless expressly stated in Schedule 1. 

11.3 Before contacting support, the Client must perform reasonable initial troubleshooting and confirm that the issue relates to Trimate. 

11.4 Standard support includes reasonable investigation of reproducible faults in the purchased Service. It does not include: 

• workflow redesign or new configuration; 

• staff training or project management; 

• support for Client systems or third parties; 

• onsite or after-hours work; 

• data analysis, custom reports or compliance questionnaires; or 

• work outside the purchased plan. 

11.5 Trimate may quote separately for excluded support. 

11.6 Trimate may perform planned maintenance, emergency maintenance and security maintenance. Where practical, Trimate will schedule planned maintenance to minimise disruption and give reasonable notice. 

11.7 Schedule 1 contains the availability objective and service-credit process. Service credits are the Client’s sole financial remedy for a failure to meet that objective. 

11.8 Alpha, beta, preview, pilot, experimental or trial features may be incomplete, changed, withdrawn or provided with reduced support. Unless expressly stated otherwise, they are provided for evaluation only and are excluded from availability commitments, service credits and production support obligations.

11.9 The Client must use the Service within any fair usage limits, quotas, rate limits, acceptable use requirements and reasonable technical limits notified in the Order Form, Product Guide or support policy. Trimate may require an upgrade, apply overage charges at Trimate’s then-current notified rates, or restrict excessive or abusive use that materially affects the Service or other customers. 

12. Suspension and termination 

12.1 Trimate may suspend the affected Service where reasonably necessary because: 

• an undisputed amount remains unpaid in the circumstances described in clause 4.7; 

• use creates a security, legal or operational risk; 

• the Client breaches these Terms or the Order Form; 

• a third party or regulator requires suspension; or 

• suspension is needed to protect Trimate, the Service, the Client or another person. 

12.2 Where practical, Trimate will notify the Client and limit suspension to the affected Service. 

12.3 Either party may terminate an Order Form if the other materially breaches it and does not fix the breach within 14 days after written notice. 

12.4 Trimate may terminate immediately for unlawful use, serious security misuse, insolvency or a breach that cannot reasonably be fixed. 

12.5 On termination: 

• access ends; 

• unpaid Fees become due; 

• prepaid Fees are not refunded except where these Terms expressly say otherwise; and 

• Trimate may delete Client Data under Schedule 2. 

13. Warranties

13.1 Trimate will provide the Service with due care and skill. 

13.2 Except for rights that cannot lawfully be excluded, the Service is provided as available and Trimate does not warrant that: 

• the Service will be uninterrupted or error free; 

• every call, request or output will be completed or accurate; 

• every third-party integration, provider, model or platform will remain available or unchanged; 

• the Service will meet an unstated requirement; or 

• the Service is suitable for autonomous regulated, clinical, emergency, financial, legal or high-risk decision making. 

13.3 Nothing excludes a right or guarantee that cannot lawfully be excluded. Where permitted, Trimate may satisfy liability for breach of a non-excludable guarantee by resupplying the Service or paying the reasonable cost of resupply.

14. Liability

14.1 To the maximum extent permitted by law, Trimate is not liable for: 

• indirect or consequential loss; 

• lost profit, revenue, savings, goodwill or opportunity; 

• loss caused by a Client or Third Party Service; 

• a clinical, patient or business decision made without appropriate human review; 

• loss of data that the Client was responsible for retaining or backing up; or 

• an event outside Trimate’s reasonable control. 

14.2 Trimate’s total aggregate liability arising from an Order Form in any 12-month period is limited to the subscription Fees paid or payable for the affected Service during the 6 months immediately before the event giving rise to liability. 

14.3 The cap in clause 14.2 applies to all contractual, statutory, privacy, security, negligence and indemnity claims connected with the Service. 

14.4 The exclusions and cap do not apply to fraud, wilful misconduct, death or personal injury caused by negligence, or liability that cannot lawfully be excluded or limited. 

14.5 The Client must take reasonable steps to reduce its loss. Trimate is not liable to the extent the Client or another person caused or contributed to it. 

15. Client indemnity 

15.1 The Client indemnifies Trimate against a third-party claim to the extent caused by: 

• Client Data, Client materials or instructions that infringe rights or breach law; 

• the Client’s unlawful or unauthorised use of the Service; 

• the Client’s clinical decision or failure to apply required human review; or 

• the Client’s material breach of clause 6 or Schedule 2. 

15.2 Trimate must promptly notify the Client of the claim and allow the Client reasonable control of its defence. The Client is not responsible to the extent Trimate caused the claim. 

16. Confidentiality 

16.1 Each party must keep the other’s confidential business, technical, security and patient information confidential. 

16.2 A party may use confidential information only to perform or receive the Service and may disclose it only to personnel, advisers, insurers and service providers who need it and are bound to protect it. 

16.3 These obligations do not apply to information that is public without breach, already lawfully known, independently developed or lawfully received without restriction. 

16.4 A party may disclose information where required by law and, if permitted, must notify the other party first. 

16.5 Confidentiality obligations continue after the agreement ends. 

17. General 

17.1 These Terms, their Schedules and the accepted Order Form are the entire agreement about the Service. 

17.2 A change is binding only if agreed in writing, except that Trimate may update online Terms for a renewal or month-to-month period on at least 30 days’ notice. The Client may end the affected Service before a material adverse update takes effect. 

17.3 Neither party is liable for delay caused by an event beyond reasonable control, excluding payment obligations. 

17.4 Neither party may assign the agreement without the other’s consent, except to a related body corporate or as part of a genuine business sale or restructure. 

17.5 If a provision is invalid, it is read down or severed without affecting the rest. 

17.6 A failure to enforce a right is not a waiver. 

17.7 The parties are independent contractors. 

17.8 Notices must be sent to info@trimate.ai and the Client email in the Order Form. 

17.9 These Terms are governed by Victorian law and the parties submit to the non-exclusive jurisdiction of Victorian courts. 

Schedule 1: Service Level Agreement 

1. Covered Service 

1.1 This Schedule applies only to a paid production Service expressly identified as SLA-covered in the Order Form. 

1.2 Trials, demonstrations, proofs of concept and alpha or beta features are excluded. 

2. Availability objective 

2.1 Trimate’s monthly availability objective is 99% for SLA-covered production Services. 

2.2 Monthly availability is the total minutes in the month, less full minutes of server-side Downtime, divided by total minutes in the month. 

2.3 Downtime means a period when more than 5% of valid requests fail because of the Trimate-controlled server-side Service. 

2.4 Valid Request means a request that complies with Trimate’s scope and would ordinarily return a non-error response. 

3. Service credits

3.1 Credits: 

• are calculated only on the monthly subscription Fee for the affected Service; 

• exclude implementation, usage, overage, SMS, telecommunications and third-party charges; 

• are capped at 25% of that monthly subscription Fee; 

• are applied to a future invoice within 60 days after approval; and 

• are the sole financial remedy for failure to meet the availability objective. 

4. Credit request 

4.1 The Client must request a credit through support@trimate.ai within 30 days after the incident. 

4.2 The request must include reasonable details, timestamps and available request, call, project or job identifiers. 

4.3 Trimate will assess the request in good faith using available system and provider records.

5. Exclusions 

5.1 Downtime excludes an issue caused by: 

• scheduled or emergency maintenance; 

• a factor outside Trimate’s reasonable control; 

• a Client system, phone provider, carrier, internet service, healthcare system, API, business system or other Third Party Service; 

• Client misuse, invalid requests, inaccessible data or unauthorised users; 

• an agreed quota or usage limit; 

• Client failure to follow documented retry, security or configuration requirements; or 

• a suspension permitted by these Terms. 

6. Incident information 

6.1 The Client may request a reasonable incident summary after a material outage. Trimate may exclude security-sensitive and third-party confidential information. 

7. Back-off requirements 

7.1 Automated API requests must use exponential back-off from at least 1 second up to 32 seconds following repeated errors. 

Schedule 2: Data Processing Terms 

1. Scope 

1.1 This Schedule applies when Trimate processes Client Personal Information to provide the Service. 

1.2 The Client instructs Trimate to process that information only for the Service, support, security, billing and legal compliance. 

2. Client responsibilities 

2.1 The Client is responsible for: 

• having a lawful basis and authority for the information and instructions it provides; 

• giving required patient, staff and other privacy notices; 

• determining which workflows and data are appropriate; 

• the accuracy of source records; and 

• complying with clinical and legal record-retention obligations. 

3. Trimate responsibilities 

3.1 Trimate will: 

• process Client Personal Information only for the purposes in clause 1.2; 

• restrict access to personnel who need it and are bound by confidentiality; 

• maintain reasonable safeguards appropriate to health information; 

• use reasonable data-minimisation and redaction controls; 

• not sell Client Personal Information; and 

• not use identifiable Client Personal Information to train a general-purpose or cross-client model without written agreement. 

4. Service providers and locations 

4.1 The Client authorises Trimate to use cloud, model, telecommunications and other service providers needed to deliver the Service. 

4.2 Trimate will require material providers handling Client Personal Information to protect it under appropriate contractual or platform terms. 

4.3 Data-location, model-processing, retention and integration details may vary by product, plan, provider and Order Form. Product-specific details may be stated in the Order Form, Product Guide or applicable processing description. 

4.4 Communications, routing, telemetry, model processing and provider infrastructure may use overseas systems where permitted by this agreement and Applicable Law. Trimate will use reasonable encrypted transit controls for supported connections and will not intentionally store Client Personal Information in overseas transient routing systems unless the Order Form or applicable provider functionality requires it. 

5. Incidents and assistance 

5.1 Trimate will notify the Client of a confirmed material security incident affecting Client Personal Information as required by law and as soon as reasonably practicable. 

5.2 Trimate will provide reasonable information available to it so the Client can assess the incident. Each party remains responsible for notifications the law requires it to make. 

5.3 Material bespoke assistance, audits, questionnaires, exports or reports outside standard support may be charged at Trimate’s then current rates unless required because of Trimate’s material breach. 

6. Retention and deletion 

6.1 Retention for recordings, transcripts, portals or document storage must be stated in the Order Form where enabled. 

6.2 When the Service ends, the Client must request any available data export before cancellation. 

6.3 Trimate will delete Client Data from active systems within 30 days after termination, unless required by law to retain it. 

6.4 Encrypted backup copies may remain until overwritten in the ordinary backup cycle and will not be used for another purpose. 

7. Product-specific processing 

7.1 Product-specific data categories, integrations, retention settings and processing activities may be stated in the applicable Order Form, Product Guide or processing description. Typical data is limited to the fields reasonably required for the agreed workflow.

7.2 Where a workflow uses a system, API or platform integration, Trimate may transmit, retrieve, transform, temporarily store or process data as reasonably required for the selected product, security, auditability, support and workflow operation. 

7.3 Voice AI, Chat AI, Document AI, Email AI, intake, referral processing, pathology processing, workflow automation and other platform modules are included only where selected in the Order Form or agreed statement of work. 

Schedule 3: Referenced Documents 

1. Purpose and status 

1.1 The documents below may be supplied with an Order Form or during due diligence. Their contractual effect is limited to what this Schedule states. 

2. Binding commercial document 

2.1 Trimate AI Order Form. The completed and accepted Order Form identifies the product, plan, included usage, Fees, implementation items, minimum term, integrations and other commercial selections purchased by the Client. Only checked, completed or expressly stated items are included. 

3. Product information 

3.1 Trimate AI Platform and Product Guides. These guides provide general information about Trimate’s platform modules, including Voice AI, Chat AI, Document AI, Email AI, communications and workflow automation products. For the Client, they apply only as background to the specific product and plan selected in the Order Form. They do not include products, capabilities or services that were not selected. 

3.2 Additional or future Trimate modules, integrations and automation products are excluded unless separately selected in the Order Form or an agreed statement of work. 

4. Technical and security information 

4.1 Trimate AI Architecture, Security and Compliance reference materials. These materials provide a high-level description of Trimate’s relevant platform architecture, integration approach, data handling and security controls. Clauses 8 and Schedule 2 contain Trimate’s binding data, privacy and security obligations. 

4.2 Trimate may change providers, platforms, architecture and controls as the Service evolves, provided Trimate continues to meet its binding obligations under this agreement and Applicable Law. 

5. Updates and no scope expansion 

5.1 Trimate may update a Product Guide or technical reference from time to time. An update does not alter an accepted Order Form, reduce a prepaid purchased entitlement or increase Trimate’s obligations unless Trimate expressly agrees in writing. 

5.2 No Reference Document creates a custom development obligation, audit right, certification warranty, service level, indemnity or other commitment unless the accepted Order Form or these Customer Terms expressly state it.