Terms of Use · Brocklore

These terms govern access to and use of Brocklore. Like our Privacy Policy, they are written to be checked: every claim below describes how the product actually works today. Where something is not yet established, these terms say so rather than papering over it.

Contact: [email protected]

1. Who we are, and who you are

Brocklore is an AI-assisted customer-support platform, published and operated by the Brocklore Team. Organisations use it to run a support desk: tickets arrive, an AI investigation layer researches them against the organisation's own documentation and code, and the organisation's support agents answer.

There are three ways you might be reading this:

You represent a customer organisation. Creating an organisation binds that organisation to these terms. If you are doing it in the course of your employment, or as someone else's agent, the agreement is with your employer or principal, and you confirm to us that you are authorised to enter into it on their behalf.
You were invited into a customer's support portal. Your support relationship is with the organisation that invited you, on whatever terms it offers you. These terms govern only your use of the Brocklore software itself.
You are visiting our website. Acceptable use, Our intellectual property, Disclaimers, Liability, Governing law and disputes, Changes to these terms, and Contact apply to you.

2. The service

We provide the platform described above, and we keep improving it - features will change. During a paid subscription term we will not materially reduce the core capability of the plan you are paying for without telling you first.

If we change the service in a way that costs you more than an insubstantial part of what you were paying for, tell us within 30 days of the change. We will try to agree an alternative with you, and if we cannot within a further 30 days you may cancel the affected subscription and we will refund the unused part of what you have already paid for it. That refund is the remedy for the change itself; it does not affect any other right you have under these terms or the law.

We apply operational limits to keep the service stable and to protect every organisation on it - rate limits on ticket intake and investigations among them. These are protective, not a way to withhold what you have paid for, and the plan limits that are commercial - seats, investigation allotments, connector counts - are described in Plans, trials, and payment.

3. Accounts and eligibility

To use Brocklore you must be at least 18, or the age of legal majority where you live if that is higher, and you must have the legal capacity to enter into these terms.

Sign-in is by Google, Microsoft, a one-time link sent by email, or a one-time code sent by email. There are no passwords, so there is no password for you to protect - but your email account and sign-in providers now control access to Brocklore, and you are responsible for keeping them secure.

You agree to keep your account information accurate. Organisation owners and admins control who is a member of their organisation and what role each member holds; the organisation is responsible for those decisions. Tell us promptly at [email protected] if you believe an account has been accessed without authorisation.

4. Your content

The support content an organisation brings to Brocklore - tickets, messages, attachments, contact and company records, and anything reached through connected services - belongs to that organisation (or its licensors).

The licence we take. To run the service we need permission to host, process, transmit and display that content, and to derive material from it - the platform redacts personal data, creates numerical embeddings, and distils reusable knowledge from resolved tickets so later investigations are better. That is the whole of the licence: it lasts as long as we are providing the service to you, it is limited to providing it, and it grants us nothing else. Our Privacy Policy describes each of those processing steps in detail.

We do not train AI models on your content, and our inference routing requires zero data retention from the model hosts. The Privacy Policy states the precise scope of that guarantee and its limits, and it is the controlling description.

When we look at your content ourselves. Beyond the automated processing above, we will not access an organisation's support content except:

to provide, maintain and repair the service;
to investigate or resolve a technical or security problem;
to answer a support request from that organisation, so far as answering it requires;
where the law requires it, on the terms described in the Privacy Policy; or
where the organisation has asked us to.

Your responsibilities. The organisation is responsible for having the rights to the content it uploads and the services it connects, and for its staff's and portal members' use of the service. An organisation that runs a Brocklore portal for its own customers is responsible, as between us, for the notices it gives them and for the lawful basis on which it collects their data - we act on that organisation's instructions.

Data protection. Where we handle personal data on an organisation's behalf we act as its processor, and the Privacy Policy sets out how. We have not yet published a separate data processing agreement; if your organisation needs one, write to [email protected] and we will tell you where that work stands. We would rather say that than point you at a document that does not exist.

5. Connected services and outbound email

Brocklore is most useful when an organisation connects its own systems to it - a code repository, a documentation site, an issue tracker, and so on.

By connecting a service and supplying credentials for it, the organisation authorises us to access that service on its behalf, through those credentials, to run investigations and the features it has enabled. It confirms it is entitled to grant that access. Because that access is only as narrow as the credential allows, the organisation is responsible for scoping what it supplies - read-only tokens where read-only is enough - and for revoking a credential in Brocklore and at the source when it should no longer be used. Credentials are encrypted as described in the Privacy Policy, and disconnecting a service stops us using it.

The service also sends email on an organisation's behalf - ticket notifications and replies to the people who contact its desk, from addresses we operate. The organisation is responsible for that correspondence being lawful, including under anti-spam law, and for the content of what its staff and its automations send.

6. Acceptable use

You agree not to:

use the service to break the law, or to store or transmit content you have no right to;
upload malicious code, or use the service to distribute it;
probe, scan, or test the vulnerability of the service, or circumvent its security or its organisation isolation, except with our prior written agreement;
access or attempt to access another organisation's data;
interrupt or burden the service deliberately, including by evading rate limits;
use the email features to send spam or unsolicited bulk mail;
resell or white-label the service itself without an agreement with us; or
misrepresent who you are or who you act for.

We may investigate suspected violations and take the actions described in Suspension and termination.

7. AI features

Brocklore's AI investigates tickets and proposes analyses, answers, root causes, and sometimes code changes. Every output is a suggestion to a human, and we design the product that way on purpose: no AI output takes effect against anyone without a person deciding to use it.

AI output can be wrong, incomplete, or out of date. You are responsible for reviewing it before you rely on it or send it to anyone - and in particular for reviewing proposed code changes before applying them. We do not warrant the accuracy of AI output.

8. Plans, trials, and payment

Paid plans are billed through Stripe; card details go directly to Stripe and never touch our systems. Fees are exclusive of taxes, which you are responsible for where they apply. Subscriptions renew each billing period until cancelled.

Seats. You pay for each staff member holding a billable role - owner, admin or agent. The people you invite into your support portal are not seats and cost nothing. Adding staff mid-period is charged pro rata. Freeing a seat mid-period does not generate a credit: the slot stays paid for until the period ends and can be re-used at no extra charge, and a smaller team is reflected from the next period. We would rather state that plainly than let it surface on an invoice.

AI investigations. Each plan includes an allotment of investigations, calculated from your seats and pooled across the organisation. The allotment is monthly, and so is the meter: it resets at the start of each month whether you pay monthly or annually. An investigation counts against the allotment when it finishes and produces at least one suggested response - runs that fail, or that find nothing to suggest, are not counted and are not charged.

Overage. Investigations beyond the monthly allotment are charged at your plan's per-investigation rate, which is shown on our pricing page and when you subscribe, and which we can change only under Price changes below. Overage is billed in arrears: it appears on the next monthly invoice, after the month in which those investigations ran. That holds on annual plans too - seats are paid up front for the year, and overage still arrives monthly. Your usage and what it will cost are visible in the product throughout the month, so an overage bill should never be the first you hear of it. Overage you have already run remains payable if the subscription ends before it is invoiced; it is settled on a final invoice.

The ceiling. Each organisation has a monthly ceiling on investigations. It exists as a backstop against runaway cost and abuse, and it is set above expected volume rather than as a usage gate. If the ceiling is reached, investigations pause until the next period or until the ceiling is raised - the rest of the service keeps working, and we will have warned you as you approached it.

Plan changes. Upgrades take effect immediately and are charged pro rata. Downgrades take effect at the start of the next billing period.

Trials. Where a trial is offered, its length, feature scope and any usage cap are stated where you start it. A trial does not incur overage: it carries a fixed investigation cap instead, and investigations stop when that cap is reached rather than becoming chargeable. If a trial ends without a plan, the organisation goes read-only for a short grace period - existing tickets remain visible, new tickets and investigations stop - and then locks. Your data is retained throughout, and none of it is deleted because a trial expired.

Price changes. We can change prices, but not mid-period: a change takes effect from your next billing period, and we will tell you before it does.

Failed payment. If a payment fails we will tell you and retry. The service continues during a dunning period; continued non-payment leads to restriction and then to suspension under Suspension and termination.

Refunds. Fees are non-refundable except where these terms say otherwise or the law requires it, and amounts due to us are payable without set-off or deduction. Cancelling stops the next renewal; it does not refund the period you are in. If we have got something badly wrong, ask us - we would rather fix it than stand on this paragraph.

If you think an invoice is wrong, tell us and we will look into it. There is no deadline for raising it. You may hold back the amount in question while we work it out - that is the one exception to the no-set-off sentence above - and the rest of the invoice stays payable in the meantime.

9. Suspension and termination

You can leave at any time. An organisation owner can cancel the subscription and close the account. Closure generates a complete machine-readable export, the data is held read-only for a 30-day grace period during which closure can be undone, and it is then purged - as described in the Privacy Policy.

We can restrict, suspend or terminate an account or an organisation for material breach of these terms, for use that creates a security or legal risk to us, to other customers, or to anyone else, or for non-payment or an expired trial as described above. We will give notice where practicable, and we prefer the narrowest step that resolves the problem - a restriction over a suspension, a suspension over termination. On termination the closure process above applies, and data is never deleted merely because an account was restricted or locked.

Either of us can terminate if the other stops trading - becomes insolvent, cannot pay its debts as they fall due, or has a liquidator, receiver or administrator appointed - by written notice. If that is us, the closure process above still applies, and your export is generated before anything else happens.

10. Our intellectual property

The Brocklore platform - its software, design, and name - is ours, along with everything in it that did not come from you. These terms grant your organisation a limited, non-exclusive, non-transferable, revocable right to use the service for its own internal business purposes, and nothing more. In particular you may not:

copy, modify, or create derivative works of the service;
reverse engineer, decompile, or disassemble it, except so far as the law says you may despite this restriction;
sell, rent, lease, sublicense, or otherwise make it available to a third party, or use it to operate a service for someone else, without an agreement with us; or
remove or obscure any proprietary notice in it.

Our name and logo may not be used without our written permission.

If you send us feedback or suggestions, we may use them without obligation to you; we will never claim your support content as our own because of it.

11. Third-party providers

The service is built on third-party providers, and they are listed in the Privacy Policy. Those providers are ours to manage: we are responsible for how our product uses them.

Services an organisation connects, under Connected services and outbound email, are different. They are governed by their own terms, what Brocklore can do with them is limited by what those services permit, and we are not responsible for the service itself - only for how our product uses it.

12. Disclaimers

The service is provided as is and as available. To the fullest extent the law allows, we disclaim all warranties that are not written into these terms, express or implied - including the implied warranties of merchantability, fitness for a particular purpose, title, and non-infringement.

We work to keep the service reliable and secure - the Privacy Policy describes the measures - but we do not promise it will be uninterrupted or error-free, and we do not currently offer a contractual uptime commitment. We would rather say that plainly than imply a service level we have not built the machinery to guarantee. Features marked beta are offered for evaluation and may change or be withdrawn without notice.

13. Liability

Neither of us is liable to the other for indirect or consequential loss - lost profits, lost data that you were able to export and did not, loss of goodwill - arising from these terms.

Beyond that, what we can owe you turns on whether you have paid us. The distinction is deliberate: a paid subscription is a commitment on both sides, and a free trial is not.

If you have paid us nothing - you are on a trial, or otherwise using the service free of charge - then to the fullest extent the law allows we are not liable for loss arising out of your use of the service. Where the law does not allow that exclusion, our liability is limited to the least the law permits us to limit it to.
If you have paid us, our total liability for all claims is limited to the amounts you paid us in the twelve months before the event giving rise to the claim.

Two things sit outside those limits: your organisation's obligation to pay fees it has incurred, and its obligation under Indemnity. Neither is a limit on what we owe you, so neither belongs under a limit on what we owe you.

Nothing in these terms excludes or limits liability that cannot lawfully be excluded or limited - including for fraud, or for death or personal injury caused by negligence.

That includes the Australian Consumer Law, which applies to much of what we sell and gives you guarantees we cannot contract out of. Where it permits us to limit our liability for services, our liability is limited to supplying them again or paying the cost of having them supplied again.

14. Indemnity

If a third party brings a claim against us because of content your organisation brought to the service, or because of your use of the service in breach of these terms, your organisation will defend us against that claim and cover the losses that result. We will tell you promptly about any such claim and let you control the defence, at your expense, and we will not settle it without your agreement.

15. Governing law and disputes

Before anything formal, write to [email protected]. We will try to resolve the matter with you directly, and most things end there. Neither of us gives anything up by trying.

These terms are governed by the laws in force in Queensland, Australia, without reference to conflict of laws principles. You and we submit to the exclusive jurisdiction of the courts of Queensland, Australia, and of the courts that hear appeals from them.

16. General

Notices. We give notice to an organisation by email to its owners and admins, and for changes to these terms by posting here as described below. An email notice takes effect one business day after we send it, unless we get a delivery failure back within that day - so keep an owner or admin address that works. Notices to us go to [email protected], and take effect on the same terms.

Assignment. You may not transfer these terms or your account without our written consent. We may transfer them to an acquirer of our business or assets, on notice to you; the Privacy Policy describes what happens to personal data if that occurs.

Entire agreement. These terms and the Privacy Policy are the whole agreement between us about the service, and replace anything said before. Where your organisation has signed a separate written agreement with us, that agreement prevails over these terms to the extent they conflict.

Confidentiality. Each of us will protect non-public information the other shares in the course of the relationship, and use it only for the purposes of the relationship. Your support content is governed by Your content and the Privacy Policy, not by this paragraph.

Publicity. Neither of us will use the other's name or logo publicly without permission. If your organisation gives permission and later withdraws it, we will stop.

Waiver. If either of us does not enforce a right straight away, that is not a waiver of it.

Severability. If any part of these terms is unenforceable, the rest stays in force.

Survival. The sections that are meant to outlast the agreement do - Your content, Our intellectual property, Disclaimers, Liability, Indemnity, Governing law and disputes, and this one.

Force majeure. Neither of us is liable for a failure to perform caused by something outside our reasonable control, other than an obligation to pay.

No third-party beneficiaries. These terms give rights to you and to us, and to nobody else.

Export and sanctions. Our infrastructure is in the United States. You confirm you are not located in, and will not use the service from, a country or region subject to comprehensive US sanctions, that you are not a person subject to those sanctions, and that you will comply with applicable export control law.

17. Changes to these terms

We will update this page when the terms change and record every change below. Material changes will be communicated to customer organisations directly, in advance, rather than left for you to notice. Continued use of the service after a change takes effect is acceptance of the changed terms.

18. Contact

Questions about these terms go to [email protected].

Version	Date	Change
0.1	2026-08-12	Initial Terms of Use.