This Acceptable Use Policy and Service-Level commitment ("AUP and SLA") applies to everyone who uses the ChatClick website and AI chat agent (the "Service"), operated by Norte Sur Consulting S.A.S., NIT 901.956.771-1, Medellin, Colombia. It works alongside our Terms of Service and Privacy Policy.
Acceptable use
You agree not to use the Service, and not to let anyone use a site or agent we build for you, to do any of the following:
- Break the law, or promote or facilitate illegal activity, in Canada, Colombia, or any place where the Service is used.
- Publish or solicit content that is hateful, harassing, defamatory, or that sexualizes minors.
- Send spam or unsolicited bulk messages, or use the Service in violation of Canada's anti-spam legislation (CASL).
- Upload malware, attempt to breach security, probe, or disrupt the Service or its infrastructure.
- Misrepresent your business, impersonate others, or collect personal data deceptively.
- Attempt to manipulate the AI agent into producing unlawful, harmful, or deceptive output, or to extract another client's data.
- Resell, sublicense, or white-label the Service without our written agreement.
- Infringe anyone's intellectual property or privacy rights.
You are responsible for the content you ask us to publish and for the conduct of your business with the leads and customers the Service helps you reach. We may suspend or remove content, or suspend the Service, if we reasonably believe this policy has been broken, with notice where practical.
Service-level commitment
We want to be honest about what we promise. The Service runs on Cloudflare's global network and on the Anthropic API for the chat agent. We monitor availability and respond quickly, but we are a small studio and we do not offer formal financial uptime credits at this stage. The targets below describe what we aim for and how we support you.
Availability target
| Item | Target |
|---|---|
| Website and hosting uptime | 99.9% monthly, excluding planned maintenance and third-party outages |
| AI chat agent availability | Best effort, dependent on the underlying AI provider. If the agent is unavailable, the site and its contact details remain reachable. |
| Planned maintenance | Scheduled outside business hours where possible, with advance notice for anything expected to cause downtime |
Support and response times
Support is by email at [email protected], during business days, Eastern Time. We aim to respond on this schedule:
| Issue | Target first response |
|---|---|
| Site down or agent fully offline | Within 4 business hours |
| A feature is broken but the site is up | Within 1 business day |
| Content updates and general questions | Within 2 business days |
Monthly content updates included in your plan are handled on the same schedule. Larger change requests are quoted separately before any work begins.
Things outside our control
Our targets do not apply to downtime or issues caused by events beyond our reasonable control, including failures or rate limits of third-party providers (such as the AI model, payment processor, or domain registrar), problems caused by content or changes you supply, or force-majeure events.
Changes
We may update this AUP and SLA from time to time. When we do, we will revise the "Last updated" date above and give active clients reasonable notice of material changes.
Contact
Questions about acceptable use or service levels can be sent to [email protected]. Norte Sur Consulting S.A.S., NIT 901.956.771-1, Medellin, Colombia.