GENERAL TERMS AND CONDITIONS OF SERVICE

INTRODUCTION & KEY TERMS

In these general terms and conditions of service (hereinafter “GTC”), the following terms have the meaning given below:

• “RACINE.AI” or “Publisher” refers to RACINE.AI SAS ((Simplified Joint-Stock Company)
• “Client” refers to any legal entity subscribing to the Solution 
• “Solution” refers to the Racine.ai software platform, its components and associated services
• “Users”: refers to persons authorized to use the Solution
• “Client Data”: refers to all data processed by the Solution on behalf of the Client

1. ACCEPTANCE OF TERMS

These GTC apply to any subscription and use of the Racine.ai Solution, whether in SaaS or On-premise mode. Any use of the Solution implies unreserved acceptance of these GTC, which prevail over any other document.

2. DESCRIPTION OF SERVICES

2.1 Racine.ai Solution

The Solution includes:

• An AI assistant platform based on LLMs
• A search and knowledge management engine
• Automation and analytics tools
• Configuration and administration interfaces

2.2 Deployment Modes

• SaaS Mode: hosting and maintenance provided by RACINE.AI
• On-premise Mode: deployment on Client infrastructure

2.3 Associated Services

• Technical support according to subscribed level 
• Updates and maintenance
• Training and support
• Optional integration services

3. OBLIGATIONS OF THE PARTIES

3.1 RACINE.AI’s Obligations:

RACINE.AI commits to:

• Ensure Solution availability according to agreed SLAs
• Maintain security level compliant with industry standards
• Provide technical support according to subscribed level
• Deploy updates regularly

3.2 Client’s Obligations

The Client commits to:

• Use the Solution in accordance with its documentation
• Maintain confidentiality of credentials
• Pay fees at agreed due dates
• Respect subscribed usage limits

4. PRICING AND PAYMENT TERMS

4.1 Pricing Structure

• Annual subscription based on number of users
• Initial setup fees
• Additional options and modules
• Professional services billed separately

4.2 Payment Terms

• Annual billing at the beginning of the period
• Payment within 30 days from invoice date
• Annual price revision according to Syntec index

5. INTELLECTUAL PROPERTY AND DATA

5.1 Solution Ownership

RACINE.AI retains all rights to the Solution, its components and evolutions.

5.2 Client Data

• Client retains ownership of its data
• Right to access and export at any time
• Enhanced confidentiality commitment
• Data location in EU

6. SECURITY AND DATA PROTECTION

6.1 Security

• Data encryption in transit and at rest
• Strong authentication and access control
• Regular security audits
• ISO 27001 and SOC 2 certifications

6.2 Personal Data Protection

• GDPR compliance guaranteed
• Systematic DPA (Data Processing Agreement)
• Maintained processing registry
• Incident notification process

7. SERVICE LEVEL AND SUPPORT

7.1 SLA (Service Level Agreement)

• Availability: 99.9% (SaaS mode)
• Response/Resolution time based on criticality
• Planned maintenance with notice
• Monthly performance reporting

7.2 Technical Support

• Multilingual support
• 24/7 dedicated portal
• Guaranteed response times
• Continuous user training

8. DURATION AND TERMINATION

8.1 Duration

• Initial 12-month commitment
• Automatic renewal
• 3-month notice for non-renewal

8.2 Termination

• For convenience: 3 months notice
• For cause: immediate effect
• Data reversibility and portability guaranteed

9. LIABILITY AND WARRANTIES

9.1 Warranties

• Compliance with specifications
• Performance according to SLA
• Continuous feature evolution

9.2 Limitation of Liability

• Capped at amounts received over 12 months
• Exclusion of indirect damages
• Standard force majeure

10. FINAL PROVISIONS

10.1 GTC Modification

• 60-day notice before application
• Right to terminate if substantial modifications

10.2 Reversibility

• Documented reversibility plan
• Data export in standard format
• Migration assistance

10.3 Contact

For any questions: contact@racine.ai

Last updated: 19/02/2025