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.
2. Key definitions
"Customer" means the organisation that has entered into an Order Form with Customer Science for access to Knowledge Quest.
"Authorised User" means an employee, contractor, agent or representative of the Customer who is authorised by the Customer or Customer Science to access Knowledge Quest.
"Customer Data" means the data, files, records, prompts, transcripts, tickets, articles, knowledge-base content, configuration and other materials submitted to, connected with or processed through Knowledge Quest by or on behalf of the Customer.
"Order Form" means the applicable proposal, order form, statement of work, subscription schedule or other written agreement that sets out the commercial terms for the Customer's access to Knowledge Quest.
"Subscription Term" means the period during which the Customer is authorised to access Knowledge Quest, as specified in the applicable Order Form.
3. How these terms apply
These terms apply to access to and use of Knowledge Quest by the Customer named in the applicable Order Form and by its Authorised Users.
If there is any inconsistency between these terms and a signed agreement, Order Form, proposal or statement of work, the signed agreement, Order Form, proposal or statement of work prevails to the extent of the inconsistency.
Each Authorised User's access to Knowledge Quest is also subject to the Knowledge Quest End User Licence Agreement.
4. Acceptance and authority
By accessing or using Knowledge Quest on behalf of a Customer, you confirm that you are authorised to bind that Customer to these terms. If you are an Authorised User, you must comply with these terms, the EULA, the applicable Order Form and all reasonable instructions issued by Customer Science in connection with Knowledge Quest.
5. Contracted B2B access only
Knowledge Quest is made available only to Customers and Authorised Users under an applicable Order Form or other written agreement. No person may access or use Knowledge Quest unless they have been authorised by the Customer and Customer Science.
6. 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.
7. Licence
Subject to the Customer's compliance with these terms and the applicable Order Form, Customer Science grants the Customer a limited, non-exclusive, non-transferable, non-sublicensable, revocable right during the Subscription Term to allow its Authorised Users to access and use Knowledge Quest for the Customer's internal business purposes.
8. Authorised Users and account security
The Customer is responsible for all access to and use of Knowledge Quest by its Authorised Users. The Customer must ensure that each Authorised User complies with these terms, the EULA, the applicable Order Form and all reasonable instructions issued by Customer Science in connection with Knowledge Quest.
The Customer is responsible for managing access to its subscription, keeping credentials secure, ensuring only Authorised Users access the service, and promptly telling us if it becomes aware of unauthorised access, credential compromise or misuse.
9. Consulting services
Customer Science may provide implementation, configuration, onboarding, advisory, analytics, training, support or other consulting services in connection with Knowledge Quest. The scope, fees, assumptions, dependencies and deliverables for those services will be set out in the applicable Order Form or statement of work.
Unless otherwise agreed in writing, Customer Science retains ownership of its pre-existing materials, templates, methods, know-how, software, workflows, models and tools. The Customer owns Customer Data. Any configuration, reports or deliverables prepared specifically for the Customer may be used by the Customer for its internal business purposes during and after the Subscription Term, subject to payment of all applicable fees.
10. Customer Data
Customer Data remains owned by the Customer. The Customer grants Customer Science and its authorised subprocessors a licence to host, copy, transmit, process, analyse, secure, support and otherwise use Customer Data to provide Knowledge Quest and related services to the Customer.
Customer Science may use aggregated or de-identified data derived from use of Knowledge Quest for analytics, benchmarking, service improvement and product development, provided that such data does not identify the Customer, any Authorised User or any individual.
Customer Science will not use Customer Data to train third-party foundation models unless expressly agreed in writing with the Customer.
The Customer is responsible for ensuring that it has the necessary rights, notices, permissions and lawful basis to provide Customer Data to Knowledge Quest and to connect third-party systems.
11. Data export, retention and deletion
Following expiry or termination of the Subscription Term, Customer Science may disable access to Knowledge Quest. Upon request made within 30 days after termination, Customer Science will use reasonable efforts to make available an export of Customer Data in a generally available format, unless prohibited by law or the applicable agreement.
Customer Science may delete Customer Data after termination in accordance with its data retention practices, backup cycles, legal obligations and any applicable written agreement. Customer Science is not required to retain Customer Data indefinitely.
12. Microsoft and third-party integrations
Knowledge Quest may connect to Microsoft services and other third-party platforms when authorised by the Customer or its subscription administrator. The Customer is responsible for maintaining all licences, permissions, administrator consents, API access, tenant configurations and third-party accounts required for Knowledge Quest to connect to Microsoft services or other third-party systems.
Third-party systems remain governed by their own terms, permissions, settings and availability. Customer Science is not responsible for unavailability, changes, outages, rate limits, permission changes, API changes or data issues caused by Microsoft or any third-party system.
13. Acceptable use
The Customer and its Authorised Users must not:
- access Knowledge Quest other than through interfaces made available by Customer Science;
- use bots, scrapers, crawlers or automated tools except as expressly approved by Customer Science;
- reverse engineer, decompile, disassemble, modify, copy or create derivative works from Knowledge Quest;
- attempt to discover source code, object code, prompts, system instructions, model weights, algorithms, workflows, architecture or non-public functionality;
- use Knowledge Quest to train, develop or improve a competing product or service;
- probe, scan, penetration test or vulnerability test Knowledge Quest or related systems without prior written approval;
- bypass or attempt to bypass authentication, authorisation, rate limits, usage limits, security controls or integration permissions;
- upload malicious code or interfere with the operation, availability or security of Knowledge Quest;
- submit data that the Customer is not authorised to provide or process;
- submit highly sensitive data unless expressly agreed with Customer Science in writing;
- use Knowledge Quest or any output in a way that breaches applicable law, infringes rights or creates a material risk of harm to any person.
14. AI-assisted outputs
Knowledge Quest uses automated and AI-assisted functionality. Outputs may contain errors, omissions, outdated information or recommendations that are inappropriate for the Customer's context. The Customer is responsible for reviewing, validating and approving outputs before relying on them.
The Customer must not rely on outputs as the sole basis for legal, HR, financial, safety, compliance, disciplinary, customer-impacting or other high-impact decisions.
15. Confidentiality and security
"Confidential Information" means non-public information disclosed by one party to the other in connection with Knowledge Quest, including Customer Data, product information, security information, pricing, commercial terms, documentation, workflows, prompts, outputs, business information and technical information.
Each party must protect the other party's Confidential Information using reasonable care and must use it only for purposes connected with Knowledge Quest, the applicable Order Form or the parties' business relationship.
A party may disclose Confidential Information to its personnel, professional advisers, contractors and authorised subprocessors who need to know it and are subject to confidentiality obligations. A party may also disclose Confidential Information if required by law, provided it gives notice where legally permitted and reasonably practical.
Customer Science will use reasonable administrative, technical and organisational measures designed to protect Customer Data.
16. Privacy
Our handling of personal information is described in the Knowledge Quest Privacy Policy. The Customer is responsible for giving any notices and obtaining any consents required for its use of Knowledge Quest and connected systems.
17. Fees and invoices
Fees are invoiced in accordance with the applicable Order Form. Unless otherwise stated in the Order Form, invoices are payable within 14 days from the invoice date. Fees are exclusive of GST and other applicable taxes unless stated otherwise. Fees are non-refundable except as required by law or expressly stated in the applicable Order Form.
18. Intellectual property
Customer Science and its licensors own Knowledge Quest, including the software, user interface, workflows, models, prompts, system instructions, documentation, designs, configurations, templates, analytics, know-how and related intellectual property. These terms do not transfer ownership of Customer Science intellectual property to the Customer. Customer Data remains owned by the Customer.
19. Feedback
If the Customer or an Authorised User provides suggestions, ideas, enhancement requests, recommendations or other feedback about Knowledge Quest, Customer Science may use that feedback without restriction or obligation, provided Customer Science does not disclose Customer Confidential Information.
20. Availability, support and changes
We aim to provide a reliable service, but we do not guarantee uninterrupted or error-free availability. Knowledge Quest may be updated, changed, suspended or unavailable from time to time, including for maintenance, security, upgrades, integrations, legal compliance or operational reasons.
21. Suspension
Customer Science may suspend access to Knowledge Quest, in whole or in part, if Customer Science reasonably believes that:
- continued access creates a security, legal, privacy, operational or reputational risk;
- the Customer or an Authorised User has breached these terms, the EULA or the applicable Order Form;
- fees are overdue;
- suspension is required by law or a third-party provider;
- an integration, account or credential has been compromised.
Customer Science will use reasonable efforts to give notice where practical, unless urgent action is required.
22. 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, representations, guarantees, conditions and terms 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 or a signed agreement states otherwise.
23. Termination
Either party may end access according to the applicable Order Form, subscription arrangement or written agreement. On termination, the Customer and its Authorised Users must stop using the service, subject to any surviving rights expressly set out in the applicable written agreement.
24. General
The Customer must not assign or transfer its rights or obligations under these terms without Customer Science's prior written consent. Customer Science may use subcontractors and subprocessors to provide, secure, support and improve Knowledge Quest, provided Customer Science remains responsible for its obligations under these terms.
Neither party is liable for delay or failure caused by events beyond its reasonable control. If any part of these terms is invalid or unenforceable, the remaining parts continue to apply. A failure to enforce a right is not a waiver of that right.
Clauses that by their nature should survive termination will continue after termination, including clauses dealing with confidentiality, privacy, intellectual property, payment obligations, liability, data retention and governing law.
These terms, together with the applicable Order Form and any signed agreement, form the agreement between the parties about Knowledge Quest. The parties are independent contractors. These terms may be accepted electronically and notices may be given electronically unless the applicable Order Form states otherwise.
25. 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.
26. 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.
27. Contact
Questions about these terms can be sent to info@customerscience.com.au.