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etla Product-Specific Terms

Established: February 1, 2026
Last Updated: June 29, 2026

These Product-Specific Terms apply only to the features that the Customer has contracted to use, and form part of the etla Terms of Service.

Chapter 1　General Terms

Article 1 (Application)

  1. Where an Order specifies terms that differ from these Product-Specific Terms, the Order shall prevail.
  2. Matters not provided for in these Product-Specific Terms shall be governed by the etla Terms of Service.
  3. Before enabling a feature in a production environment, the Customer shall confirm the permissions, data scope, approval flow, connected destinations, and notices to affected individuals.

Article 2 (Features and Changes)

  1. The available features, models, connected destinations, processing regions, usage limits, and support content shall be set out in the applicable Order or service specification document.
  2. We may change a particular model, connected destination, or feature to an equivalent one for reasons of security, applicable law, third-party services, or technical necessity.
  3. Except in urgent cases, we will provide reasonable advance notice of changes that materially affect the Customer’s use of the Service.

Chapter 2　AI Knowledge & Agent Features

Article 3 (Covered Features)

  1. This Chapter applies to the ingestion, structuring, indexing, search, retrieval-augmented generation (RAG), answer generation, summarization, classification, and reasoning of documents, FAQs, databases, records, and other information, and to AI agent processing based thereon.
  2. Knowledge search, RAG, and AI agents may be provided as an integrated set of features. The applicable Order or service specification document shall distinguish between the available data sources, search and generation features, and action-execution features.

Article 4 (Knowledge and Data Sources)

  1. The Customer shall confirm that it holds the necessary rights and processing authority with respect to the knowledge and data sources it registers with or connects to the Service.
  2. The Customer is responsible for the accuracy, updating, classification, access permissions, retention period, and deletion of the target data.
  3. The Customer shall configure the data sources and the Service’s permission settings so that information subject to access restrictions is not included in answers or search results provided to unauthorized users.
  4. Unless expressly set out in an Order, we do not provide the Service as a permanent repository for source data or as a statutory records-retention system.

Article 5 (Search and Generated Results)

  1. Search results, citations, answers, summaries, classifications, and other generated output may be incomplete or inaccurate due to missing source data, delayed updates, search conditions, or the nature of AI models.
  2. For material answers, the Customer shall verify the cited or original source and conduct human review appropriate to the purpose of use.
  3. We do not guarantee that search results or generated output will necessarily satisfy the Customer’s internal policies, professional judgment, or legal requirements.

Article 6 (Processing by AI Agents)

  1. An AI agent may, in accordance with the Customer’s configuration and instructions, perform actions such as querying, recording, updating, notifying, creating, or sending information to external systems.
  2. For each action, the Customer shall configure the execution authority, scope, monetary or quantity limits, approvers, exception handling, duplicate-prevention, cancellation, and suspension procedures.
  3. For actions configured to require human approval, the Customer shall ensure that the action is not executed until approval is complete.
  4. Actions involving material consequences for human life or safety, safety controls, employment, creditworthiness, insurance, healthcare, legal rights, or other significant impact may be executed only where expressly approved in an Order and where appropriate human oversight and a means of appeal have been established.
  5. The Customer shall periodically review action logs and, upon identifying an anomaly or malfunction, promptly suspend the relevant feature and notify us.

Article 7 (Disclosure of AI Involvement)

  1. Where an AI agent interacts directly with a natural person, the Customer shall, except where it is evident from the context, clearly disclose at the outset of the interaction that the person is interacting with an AI.
  2. Where synthetic voice, synthetic images, or other artificially generated or manipulated content is presented to an affected individual, the Customer shall provide disclosures or notices appropriate to applicable law and the circumstances of use.
  3. The Customer shall not affirmatively misrepresent an AI-generated response as a human response for the purpose of deceiving an affected individual.

Article 8 (Safe Use)

  1. The Customer shall take into account that knowledge sources, websites, emails, and other external inputs may contain instructions or malicious data capable of causing an AI agent to malfunction.
  2. For material processing, the Customer shall implement measures such as limiting trusted data sources, input validation, separation of duties, approvals, output inspection, rate limiting, and monitoring.
  3. The Customer shall not circumvent the model’s safety features, access controls, or usage restrictions established by us.

Article 9 (AI Models and Training)

  1. The AI Knowledge & Agent Features may use AI models provided by us or by third parties. An overview of the principal providers, processing regions, and retention is set out in the Sub-processor List or the applicable Order.
  2. We will not use Customer Data to train general-purpose AI models shared across multiple customers without the Customer’s express written consent.
  3. Where the Customer commissions the tuning, evaluation, or improvement of a dedicated model, the target data, purpose, retention period, deliverables, and usage rights shall be set out in the applicable Order.

Chapter 3　API Integrations, Connectors, and Business Process Automation

Article 10 (Integration Features)

  1. This Chapter applies to APIs, webhooks, SDKs, connectors, data synchronization, and workflow automation.
  2. Integration features are provided, in accordance with the applicable Order and Documentation, to retrieve, transform, synchronize, send, or update data to and from external systems.
  3. The Customer shall secure the permissions, licenses, and consents necessary to access the systems and data being integrated and to connect them to the Service.

Article 11 (Configuration and Testing)

  1. The Customer shall confirm the field mappings, scope, update prioritization, execution conditions, exceptions, retry, and error handling.
  2. Before connecting to production, the Customer shall conduct testing using a non-production environment or a limited data set.
  3. Appropriate approvals and limits shall be set for deletion, bulk updates, monetary transactions, inventory, permissions, external transmission, and other material processing.
  4. The Customer shall monitor integration results and error logs and, upon identifying an inconsistency, suspend the affected processing.

Article 12 (Third-Party Platforms)

  1. Integration features may be interrupted or modified as a result of changes to an external platform’s specifications, APIs, permissions, rate limits, or terms of use.
  2. We will maintain standard connectors on a commercially reasonable basis, but may modify or discontinue a connector if the external platform restricts or terminates connectivity.
  3. We are not responsible for delays, duplication, omissions, or inconsistencies arising from an external platform’s outages, data quality, or configuration by the Customer.

Article 13 (API Credentials)

  1. The Customer shall permit the use of API keys, tokens, and other credentials only by authorized systems and Authorized Users.
  2. The Customer shall not store credentials in public repositories, client-side code, or other locations accessible to third parties.
  3. We may revoke and reissue credentials where there is a risk of leakage or unauthorized use.

Chapter 4　Telephony, Voice, and Outbound Interaction Features

Article 14 (Scope of Application and Available Regions)

  1. This Chapter applies only where telephony, SIP, voice, SMS, chat, email, or other communication or outbound interaction features have been enabled under an Order.
  2. The Customer shall use such features only within the countries, regions, number types, and use cases permitted under the applicable Order or the list of supported regions.
  3. Where additional region-specific conditions apply to a particular country or region, those regional terms shall prevail over this Chapter.

Article 15 (Carriers and Identifiers)

  1. Communication features may depend on telecommunications carriers, number providers, and other third-party services.
  2. The Customer shall hold lawful authority to use the phone numbers, caller ID, domains, accounts, and other identifiers it uses, and shall provide the information necessary for identity verification, address verification, and use-case declaration.
  3. The Customer shall not spoof caller ID, display an unauthorized identifier, or misrepresent the identity or purpose of the communicating party.
  4. Unless otherwise provided in an Order, ownership of phone numbers and other identifiers does not transfer to the Customer.

Article 16 (Recording and Secrecy of Communications)

  1. Where the Customer records, transcribes, summarizes, analyzes, infers attributes from, or retains the content of a communication, the Customer shall confirm the laws of the country and region applicable to the participants and provide the necessary notices, consents, and choices.
  2. The Customer shall determine the necessity and period of retention, access permissions, and deletion procedures, and shall handle only the minimum information necessary.
  3. We and the Customer shall each comply with the laws applicable to us regarding secrecy of communications, interception, recording, and telecommunications.

Article 17 (Sales and Other Communications)

  1. For sales, advertising, solicitation, collection, recruitment, and other regulated communications, the Customer shall comply with requirements concerning prior consent, disclosure of the identity and purpose of the sender, permitted hours of contact, opt-out, prohibition on re-solicitation, and do-not-call lists.
  2. Where an affected individual declines further contact or solicitation, the Customer shall record that intent and cease communications for that purpose, except where permitted by applicable law.
  3. The Customer shall confirm any additional requirements applicable to automatic dialing, synthetic voice, prerecorded voice, or bulk messaging.

Article 18 (AI Voice and Authenticity)

  1. The Customer shall not affirmatively misrepresent AI voice or automated responses as human interaction.
  2. Where imitating the voice, manner of speech, or persona of an actual person, the Customer shall obtain the necessary permission from that person or other rights holder and take measures to prevent the affected individual from being misled.
  3. The Customer shall not use synthetic voice for fraud, circumventing identity verification, improperly interfering with an election, or deceiving an affected individual.

Article 19 (Emergency Communications)

  1. The Service is not a service for receiving or reliably connecting emergency communications to police, fire, ambulance, or other emergency services.
  2. The Customer shall not use the Service as a means of emergency communication, life-sustaining communication, or the sole critical means of contact, and shall establish operational procedures to direct urgent communications to the appropriate channel.
  3. Unless expressly stated in an Order, we do not guarantee location notification, automatic connection to emergency authorities, or complete delivery of communications.

Chapter 5　Professional Services

Article 20 (Individual Engagements)

  1. Implementation support, data migration, configuration, development, training, and other individual engagements shall be governed by an Order that specifies the scope of work, deliverables, acceptance, schedule, fees, and prerequisites.
  2. Ownership of rights in deliverables specific to the Customer shall be set out in the applicable Order. Absent such provision in the Order, our pre-existing technology, generic components, templates, know-how, and improvements are reserved to us.
  3. Where a delay in the Customer’s review, provision of data, environment preparation, or decision-making affects the schedule or cost, the parties shall discuss the resulting changes.