This explains your rights and obligations when using our platform.Read more
This explains how we will look after your data.Read more
This explains what we expect from users in terms of reasonable usage of the platform.Read more
This explains our backup policy to keep data safe.Read more
Acceptable Use Policy means ThoughtRiver’s acceptable use policy as amended from time to time here.
Account means the Customer’s account on the Platform.
Agreement means these Terms and the Order Form.
Associated Company means a corporate body controlling, controlled by or under common control with the Customer.
Authorised Users means the employees, agents and independent contractors of (i) the Customer; and/or (ii) the Customer’s Associated Companies, who are authorised by the Customer to use the Platform (and as limited to the permitted number set out in the Order).
Back up Policy means ThoughtRiver’s back-up policy as amended from time to time here.
Business Day means any day which is not a Saturday, Sunday or public holiday in the UK.
Confidential Information means information that is proprietary or confidential and is either clearly labelled as such, identified as such or by its nature can reasonably be considered to be confidential information.
Contract Review Framework means all properties, related machine learning data and risk models provided as part of the Platform together with any Training Data used to generate such items.
Customer means the customer identified as such in the Order.
Contract Data means the data (including but not limited to contracts, the Customer’s own risk policies and properties) created by the Customer and inputted by Authorised Users into the Platform but excluding the ThoughtRiver Processing Data, Labelled Training Data, Derivative Works and ThoughtRiver Out Of The Box (OOTB) Policies.
Derivative Works means any and all software derivative work produced by ThoughtRiver and/or by the operation of the Platform.
Documentation means any documentation supplied by ThoughtRiver to the Customer under this Agreement and/or accessed via the Platform.
Fair Use shall mean access to and use of the Platform by an Authorised User which is not in excess of what would be reasonably expected by that Authorised User given the nature and responsibilities of their job and level of experience.
Fees means the fees payable under clause 3 of these Terms.
Intellectual Property Rights means all intellectual property rights including, but not limited to, patents, trade secrets, trade marks, service marks, trade names, copyrights and other rights in works of authorship (including rights in computer software), moral and artists’ rights, design rights, domain names, know-how and database rights and whether any of the foregoing are registered or unregistered and all rights or forms of protection of a similar nature in any country.
Order Form means the form completed by the Customer via ThoughtRiver’s website (www.thoughtriver.com) or received directly from ThoughtRiver and which sets out the number of Authorised Users, Fees and Order Term.
Order Term means the period of time for which the Customer shall have access to the Platform in accordance with these Terms as set out in the Order Form.
Output means all data or information provided by the Platform in reports, screens, downloads, files, charts or other formats.
Platform means the platform available at <yourregion>.thoughtriver.review or any other address notified to the Customer by ThoughtRiver, including the Contract Review Framework, ThoughtRiver Out Of The Box (OOTB) Policies, Software and Documentation.
Privacy and Security Policy means ThoughtRiver’s policy for privacy and security as amended from time to time here.
Software means the software applications provided by ThoughtRiver as part of the Platform under the Agreement.
Start Date means the date on which these Terms are accepted by the Customer.
Support Hours means 8am to 6pm UK time, any Business Day Monday to Friday.
ThoughtRiver Out Of The Box (OOTB) Policies means the risk policies created by ThoughtRiver and marked as such on the Platform including any Derivative Works created by the modification or addition to such risk policies whether made by ThoughtRiver and/or the Customer.
ThoughtRiver Processing Data means statistical, textual, correlative and activity-based data captured by the Platform in the course of usage by Authorised Users and all derivative data which is used by ThoughtRiver to improve the intuition, accuracy, sophistication and user experience of the Platform.
Training Data means a set of data that is fed into an algorithm to produce a trained model to improve the quality of the Output, including data manually labelled with the intent of training the Platform to improve the Output.
Virus means anything or device (including any software, code, file or programme) which may: prevent, impair or otherwise adversely affect the operation, accessibility, performance or availability of any computer software, hardware or network, any telecommunications service, equipment or network or any other service or device.
"Controller", "Data Subject", "Personal Data", "Personal Data Breach" and "Processing" shall have the same meaning as in the Data Protection Law, and their cognate terms shall be construed accordingly.
Data Protection Law means the General Data Protection Regulation (EU) 2016/679 (GDPR), the Data Protection Act 2018, the Privacy and Electronic Communications (EC Directive) Regulations 2003 (as applicable) and any other relevant local laws relating to the protection of Personal Data, the privacy of individuals and the privacy of electronic communications.
This Service Level Agreement (SLA) outlines the parameters and responsibilities of ThoughtRiver in providing the service outlined in the service contract.
1. Service and Maintenance Hours
Our support desk service is staffed between 8am to 6pm UK time, Monday to Friday (“Serviced Hours”). Helpdesk tickets can be submitted 24/7.
“Maintenance Hours” are those hours are outside standard normal business hours (e.g.: 7-9pm and weekends)*
*Specific to the Customer’s country time zone
2. Service Availability
ThoughtRiver will use commercially reasonable endeavours to ensure the Contract Assessment Service Availability of 98.5% during Serviced Hours for each month (excluding any SLA Exceptions).
Contract Assessment Service Availability is defined as the ability to use the ThoughtRiver application to:
For ThoughtRiver API customers, Contract Assessment Service Availability also includes the ability to use the ThoughtRiver API to perform the equivalent functionality.
3. Scheduled Maintenance
ThoughtRiver will periodically need to perform scheduled maintenance to the Platform which requires downtime.
Scheduled maintenance is only carried out during Maintenance Hours.
Where possible a minimum of 24 hours’ notice will be given for scheduled maintenance.
ThoughtRiver will use commercially reasonable endeavours to ensure maintenance windows are as short as possible.
Notice is given by a notification banner within the ThoughtRiver application, which gives the time of the start of the maintenance and estimated service restoration time.
4. SLA Exceptions
Exceptions to the above SLA will apply:
Once ThoughtRiver’s system monitoring reports an outage, then ThoughtRiver will provide updates by email and/or the notification banner on the following schedule.
For impacts to Contract Assessment Service Availability:
For impacts to features not covered in Contract Assessment Service Availability:
Each update will provide an updated status on the outage and estimated resolution time, if known.
6. Response Times
ThoughtRiver will respond to tickets raised through the helpdesk according to the following schedule:
The response times cover service hours only.
7. Escalation Procedure
Tier 1: Support desk staff will answer a support request within SLA response time.
Tier 2: If the issue cannot be resolved by Support desk, the Customer will be directed to a Level 3 support expert who will provide an estimated resolution time for a resolution or a work-around.
Tier 3: If further escalation is necessary, the Customer may contact Director of Infrastructure.
These Free Trial Terms start from the date you click “Accept”, then the Platform shall be available to you on a trial basis free of charge for a period of 14 days (“Free Trial”). The Free Trial ends on the earlier of:
During implementation, clients are provided with their own private data stores.
ThoughtRiver’s AI or Contextual Interpretation Engines are housed in our distributed architecture as shared services. During contract analysis:
Clients may request that ThoughtRiver perform machine learning training on their contracts to extend the capabilities of the out-of-the-box predictions. Where this occurs, a copy of the customer data will be taken into a separate private data store accessible by ThoughtRiver staff which will be used to develop a new iteration of the out-of-the-box prediction models. No data is added to this store without explicit client consent and there is no obligation to agree to this process. None of this data is accessible by any of ThoughtRiver clients.
The following client data is collected and stored by third party analytics providers who provide product analytics services to ThoughtRiver to support iterative product feature enhancement and customer success support for clients. The usage data is collected via all of ThoughtRiver’s applications (including the Microsoft Word Plug-In, Negotiations Application and Flow email connector):
The analytics provider logs additional information automatically. This includes geographic location, first-party cookies, data related to the device/browser, IP address, etc.
ThoughtRiver employs a fully managed security operations centre, intrusion detection / prevention and escalation / remediation plans. This is managed on our behalf byCloudDirectLtd, a Microsoft Gold Partner.
Penetration testing and secure code reviews are performed periodically by independent qualified experts and ethical hackers.
ThoughtRiveris also security-tested against industry standards at the application level.
All relevant employees are screened against criminal record checks.
This privacy and security policy was published in September 2021 and last updated in September 2021. ThoughtRiver may change this policy from time to time and when we do we will inform you via the Platform.
The terms used in this policy shall have the same meaning as defined in the ThoughtRiver Terms unless defined otherwise.
The Customer shall use all reasonable endeavours to prevent any unauthorised access to, or use of, the Platform and, in the event of any such actual or suspected unauthorised access or use, shall promptly notify ThoughtRiver.