1. Acceptance
These Terms of Service (the “Terms”) govern access to and use of the Viapoie website, dashboard, APIs, and voice incident-response service (the “Service”). The Service is operated by Harjobandeep Singh, an individual based in India, operating under the name “Viapoie” (“Viapoie”, “we”, “us”).
“Customer”, “you”, and “your” mean the organization or individual entering into these Terms. “Users” means people you authorize to use your workspace, including administrators and designated responders.
You accept these Terms by signing up or using the Service. If you accept for an organization, you confirm you have authority to bind that organization. If you do not agree, do not use the Service.
Users must be at least 18 years old. Answering an incident call does not by itself create a paid subscription or authorize you to bind an organization.
2. Service scope
Viapoie supports incident response through connected operational systems and voice conversations. Depending on the plan, integrations, and features you enable, it may receive alerts, gather operational evidence, call designated responders, interpret instructions, execute permitted runbooks, and check service recovery.
Only features expressly included in your plan form part of the Service. Demonstrations, screenshots, and roadmap statements do not guarantee future availability. Uptime, support response, and recovery-time commitments apply only when expressly agreed in writing.
3. Accounts and workspace administration
You must provide accurate account, billing, and responder information and keep it current. You are responsible for selecting authorized Users, assigning roles, protecting your credentials, and promptly revoking access when it should end.
Workspace administrators act for the Customer when managing memberships, integrations, responder assignments, and permitted actions within their granted authority. Upgrading a subscription does not by itself grant a User permission to execute production actions.
Notify us promptly at team@viapoie.com if you suspect unauthorized access or misuse of your workspace.
4. Phone-based authorization
Enabling phone-based execution authorizes Viapoie to act on permitted instructions received during calls it places to your designated responder numbers. Your organization decides which numbers are trusted and which actions each responder may authorize.
When this mode is enabled:
- You designate responder numbers and assign service, environment, and runbook permissions.
- Viapoie places a call to a designated number in connection with an incident or a test you request.
- The participant can give natural-language instructions within the configured permissions. A spoken instruction can constitute the action request and approval, subject to the enabled policy.
- Viapoie interprets the request, applies the configured controls, and may ask for spoken clarification or confirmation before proceeding.
- Where your policy requires an additional approval, the Service will not execute without it.
A call placed to a registered number does not independently verify the identity of the person answering. Phone access can be affected by forwarding, shared devices, account compromise, or reassigned numbers. Unless separately agreed and actually enabled, Viapoie does not promise voiceprint identification, cryptographic device verification, or independent authentication of the speaker.
You are responsible for deciding whether this authorization mode is appropriate for the actions you enable, maintaining accurate responder assignments, protecting the registered phones, and promptly removing compromised or obsolete assignments.
5. Connected systems and production actions
You may connect only systems you own or are authorized to administer. You authorize Viapoie to access those systems and perform configured operations as needed to provide the Service. Credentials and roles should be limited to that purpose.
You are responsible for the suitability of Customer-provided runbooks, targets, configurations, and recovery criteria, and for testing them before production use. Maintain independent backups, recovery procedures, and incident-response arrangements.
Production actions can interrupt services, change deployments, affect data, or generate infrastructure charges. Evaluate those effects before enabling an action. Viapoie does not guarantee that a technically successful operation will resolve the incident or that every operation can be cancelled or reversed.
6. AI and operational limits
Speech recognition, translation, incident summaries, and AI-generated assessments can be incomplete or incorrect. Accents, noise, call quality, technical identifiers, and ambiguous instructions can affect interpretation. Support for a language does not mean every accent or expression is handled without error.
Do not treat a generated diagnosis as conclusive evidence of a root cause. Viapoie applies the configured controls but does not guarantee error-free interpretation, complete detection of every incident, successful call delivery, or service recovery.
The Service is not an emergency-services provider and must not be relied on for emergency dispatch, medical response, or other life-safety decisions. Maintain independent paging and manual response procedures.
7. Calls, notices, and recording
You must have the authority and lawful basis necessary to submit responder details and initiate operational communications through the Service. You are responsible for giving your Users and other affected people notices and obtaining permissions required for your use, including automated or AI-generated calls and any enabled recording or transcription.
Adding a phone number is not, by itself, evidence that its holder consented to every communication or recording practice. Do not enroll unrelated people or use incident calls for unsolicited sales or harassment.
Call handling, retention, and provider disclosures are described in the Privacy Policy. Recording is off by default in the pilot phase.
8. Customer data
As between the parties, you retain your rights in data, configurations, runbooks, and other materials you submit or connect to the Service (“Customer Data”). You grant Viapoie a limited right to process Customer Data to provide and secure the Service, perform agreed support, and meet applicable legal obligations. That right does not transfer ownership.
We do not use the content of your incidents or call recordings to train general-purpose AI models. Our Privacy Policy explains personal-information handling.
Do not submit information you lack authority to disclose or sensitive information unrelated to incident response. You are responsible for deciding whether the Service and its agreed safeguards are suitable for the regulated data you intend to process.
9. Acceptable use
You and your Users must not:
- Access another workspace, system, or account without authorization.
- Circumvent authentication, permissions, execution restrictions, metering, or usage controls.
- Submit malware or content intended to compromise the Service or connected systems.
- Use calls for spam, harassment, fraud, impersonation, or unlawful recording.
- Intentionally overload or disrupt the Service or other customers.
- Violate applicable law, third-party rights, or the terms of a connected service.
- Resell access or provide a service bureau using Viapoie unless expressly permitted.
- Copy, reverse engineer, or misuse proprietary Service components except where applicable law or an open-source license permits.
Good-faith security testing requires prior written authorization at team@viapoie.com.
10. Billing and usage
Your plan at checkout specifies the subscription period, included usage, rates, payment schedule, and taxes. Usage includes calls, protected services, responders, and any other units disclosed on the pricing page. We will not impose an undisclosed overage rate.
Subscriptions renew automatically on the same cadence until cancelled, unless the plan expressly says otherwise. You authorize charges to your selected payment method for agreed fees and authorized usage. Keep payment information current. You remain responsible for your carrier, cloud, and connected-service charges, including those caused by authorized infrastructure operations.
Changes to renewal pricing will be communicated before they take effect, early enough to allow cancellation before renewal.
11. Cancellation and refunds
You may cancel renewal from your billing settings or by emailing team@viapoie.com. Cancellation takes effect at the end of the paid period. Charges already incurred remain payable.
We do not provide a refund solely because you stop using the Service before the end of a paid period, except where applicable law requires one. If we terminate a paid Service for convenience before the end of a prepaid term, we will refund fees for the unused remainder.
Sandbox tier and trials have the limits and duration disclosed when offered. A trial will not convert to paid service without a separate purchase authorization.
12. Usage limits and unpaid accounts
We enforce the plan limits disclosed on the pricing page. Where supported and configured, the Customer's overage or fallback settings govern behavior at a usage limit. Do not assume unlimited calling or continued execution after your purchased capacity is exhausted.
For overdue payment, we may restrict paid features after reasonable notice. We will not represent a billing or usage limit as successful incident handling. The Customer remains responsible for an independent paging fallback.
13. Third-party services
Viapoie depends on hosting, telephony, voice AI, monitoring, and other providers, including Bolna for the voice workflow. Availability, latency, and supported features can be affected by those services or carrier networks.
Your connected accounts remain governed by your agreements with their providers. You must maintain required subscriptions and permissions. We may change a provider or integration, with notice of material impact where required.
14. Confidentiality and intellectual property
Each party will protect the other's non-public information that is identified as confidential or would reasonably be understood as confidential. It may use that information only to perform or exercise rights under the agreement and disclose it only to people and providers who need it and are subject to appropriate confidentiality obligations.
Viapoie and its licensors retain rights in the Service, software, and branding. During your authorized subscription, you may use the Service for your permitted business purposes. Customer Data and Customer-provided runbooks remain yours. Open-source and third-party rights are unaffected.
If you voluntarily provide feedback, we may use non-confidential product suggestions without payment. We will not publicly identify you as a customer or use your logo without permission.
15. Service changes and support
Support channels and service levels are those included in your plan. Unless expressly agreed, no 24-hour staffed support, uptime SLA, security certification, or guaranteed resolution time is included.
We may update the Service. For material reductions to paid functionality during a committed term, we will give reasonable advance notice and an appropriate remedy if we cannot supply the contracted Service. Urgent security or legal changes may require immediate action.
Features labelled beta, preview, or experimental may change, fail, or be withdrawn. Use them only within the expressly permitted scope.
16. Suspension and termination
We may suspend affected access where reasonably necessary to address an active security threat, unlawful use, material breach, or legal requirement. Where lawful and practicable, we will explain the reason, give notice and an opportunity to remedy, and limit the restriction to what is necessary.
Either party may terminate the affected agreement for a material breach not remedied within 30 days after written notice, or immediately for a breach that cannot reasonably be remedied. You may also cancel renewal under Section 11.
When access ends, stop relying on Viapoie for incident response and revoke integration credentials. Actions already accepted by external systems may require reconciliation and may not be reversible.
17. Warranties and disclaimers
We will provide the Service with reasonable care and skill and materially in accordance with the agreed documentation. You represent that you have the rights and authority needed for the systems, data, phone numbers, and instructions you provide.
Except for express commitments in the agreement and rights that cannot lawfully be excluded, the Service is provided on an “as available” basis. We do not guarantee that calls will always connect, AI outputs will always be correct, every incident will be detected or resolved, or every production action will be reversible.
18. Liability
To the extent permitted by applicable law, neither party is liable for indirect or consequential losses, including lost profits or business opportunities.
Each party's total aggregate liability arising from the agreement will not exceed the fees paid for the Service in the twelve months preceding the event giving rise to the claim, or ten thousand Indian rupees (INR 10,000), whichever is greater. This cap will be finalized with counsel before commercial availability and may be renegotiated in writing for enterprise customers.
No exclusion or cap applies to fraud, willful misconduct, or liability that applicable law prohibits limiting.
19. Disputes and governing law
Contact team@viapoie.com with a description of a dispute. The parties will try in good faith to resolve it before starting formal proceedings, without preventing urgent relief.
These Terms are governed by the laws of India, subject to mandatory applicable rights. Courts located in the operator's city of residence in India will have non-exclusive jurisdiction, except where applicable law requires otherwise.
20. General
We will communicate material changes to these Terms before their effective date through your designated contact or the Service. Changes will not retroactively alter accrued rights.
Legal and account notices may be sent to the designated account email and our contact below. Keep those details current.
Neither party is responsible for delay caused by events beyond its reasonable control to the extent it could not reasonably prevent or mitigate them.
Neither party may assign the agreement without the other's consent, except in connection with a merger or sale of substantially all relevant business assets.
If a provision is unenforceable, the remainder continues where legally possible. A failure to enforce a provision is not a waiver. The agreement does not create a partnership or employment relationship.
Operator: Harjobandeep Singh, an individual based in India, operating under the name “Viapoie”.
Contact: team@viapoie.com
Country: India