Cortex Support is a SaaS platform for automating customer support in e-commerce.
The scope of services includes AI-powered omnichannel communication, logistics monitoring, ERP integration, AI damage analysis, and SLA monitoring ("Watchdog").
The provider strives for high platform availability but does not guarantee the constant reachability of marketplace APIs (Amazon, eBay, etc.).
SLA Disclaimer: The "SLA Watchdog" serves as a supporting monitoring tool. The ultimate responsibility for meeting response deadlines (e.g. 24h rule) towards marketplaces remains solely with the customer.
The AI-generated reply suggestions (drafts) are to be understood as drafts only.
The customer is obliged to configure the system so that human review takes place, unless they activate fully automated responses at their own risk.
The provider is not liable for factually incorrect AI outputs ("hallucinations"), unless they are caused by gross negligence in the technical provision.
As the customer feeds personal data of their buyers into the system, the conclusion of a separate Data Processing Agreement (DPA) is a mandatory part of this contractual relationship.