1. Who we are
Knowledge Quest is provided by Customer Science Pty Ltd, an Australian company. In these terms, "Customer Science", "we", "us" and "our" refer to Customer Science Pty Ltd. "You" and "your" refer to the organisation or person accessing Knowledge Quest.
2. Acceptance of these terms
By accessing or using Knowledge Quest, you agree to these terms. If you use Knowledge Quest on behalf of an organisation, you confirm that you are authorised to accept these terms for that organisation.
3. The service
Knowledge Quest helps organisations analyse operational interactions, identify knowledge gaps, manage article quality, and connect insight workflows to supported systems. We may update, improve, or change the service over time, provided we do not materially reduce the core functionality of a paid subscription without notice.
4. Your account and authorised users
You are responsible for managing access to your subscription, keeping credentials secure, and ensuring only authorised users access the service. You must promptly tell us if you become aware of unauthorised access or misuse.
5. Customer data
You retain ownership of the content, records, prompts, files, transcripts, tickets, articles, configuration, and other data you or your systems provide to Knowledge Quest. You grant us the rights needed to host, process, secure, support, and improve the service for you.
You are responsible for ensuring that you have the necessary rights, notices, permissions, and lawful basis to provide customer data to Knowledge Quest and to connect third-party systems.
6. Microsoft and third-party integrations
Knowledge Quest may connect to Microsoft services and other third-party platforms when authorised by your subscription administrator. You are responsible for approving the scopes, permissions, and data access needed for those integrations. Third-party services remain governed by their own terms and availability.
7. Acceptable use
You must not use Knowledge Quest to:
- break any applicable law or infringe another person's rights;
- attempt to bypass security, authentication, rate limits, or access controls;
- upload malicious code or interfere with the operation of the service;
- extract, copy, or reverse engineer the service except where the law expressly allows it;
- submit data you are not authorised to process or share.
8. AI-assisted outputs
Knowledge Quest uses automated and AI-assisted analysis to generate findings, summaries, suggestions, and draft content. Outputs may be incomplete or inaccurate and should be reviewed by an authorised person before operational, legal, HR, financial, safety, or customer-impacting decisions are made.
9. Confidentiality and security
We will use reasonable administrative, technical, and organisational measures designed to protect customer data. Each party must protect the other party's confidential information and use it only for purposes connected with the service.
10. Privacy
Our handling of personal information is described in the Knowledge Quest Privacy Policy. If there is a conflict between these terms and a signed agreement with your organisation, the signed agreement applies to the extent of the conflict.
11. Fees and subscriptions
Fees, billing cycles, usage limits, and subscription details are set out in the applicable order form, proposal, statement of work, or online subscription terms agreed with you. Unless stated otherwise, fees are non-refundable except where required by law.
12. Intellectual property
We and our licensors own Knowledge Quest, including the software, user interface, workflows, models, documentation, designs, and related intellectual property. These terms do not transfer ownership of our intellectual property to you. Your customer data remains yours.
13. Availability and support
We aim to provide a reliable service, but we do not guarantee uninterrupted or error-free availability. We may suspend access where needed for security, maintenance, legal compliance, non-payment, or suspected misuse.
14. Warranties and liability
To the maximum extent permitted by law, Knowledge Quest is provided on an "as is" and "as available" basis. We exclude implied warranties that may lawfully be excluded. Our liability is limited to the amount paid for the service in the twelve months before the event giving rise to the claim, except where liability cannot be limited by law.
15. Termination
Either party may end access according to the applicable order form, subscription arrangement, or written agreement. On termination, you must stop using the service. We may retain or delete customer data according to our data retention practices, legal obligations, and any written agreement with you.
16. Changes to these terms
We may update these terms from time to time. We will post the updated version on this page and revise the effective date. Material changes will apply after reasonable notice unless they are required sooner for legal, security, or operational reasons.
17. Governing law
These terms are governed by the laws of New South Wales, Australia. The parties submit to the non-exclusive jurisdiction of the courts of New South Wales and the Commonwealth of Australia.
18. Contact
Questions about these terms can be sent to info@customerscience.com.au.