Product Specific Terms
Please see the pricing policy page for more information on user licenses, storage overages, and renewals as it relates to these products.
If you acquired a product listed below, the additional terms and conditions applicable to that product apply to you in addition to the master subscription agreement, Customer Terms of Service, or similar agreement between SugarAI Group Company identified therein and you (the “Principal Agreement“).
These terms and conditions govern in the event of any conflict with the Agreement. Capitalized terms not defined herein have the meanings given in the Principal Agreement.
Sugar Automate (formerly Customer Journey Plug-in for SugarAI)
Customer must have an active subscription to any of Sugar Sell, Sugar Professional, Sugar Enterprise, or Sugar Ultimate to use Sugar Automate (formerly Customer Journey Plug-in for SugarAI). Use of Sugar Automate is subject to the Principal Agreement.
Sugar Connect
Sugar Connect interoperates with your SugarAI product instance or environment. SugarAI may update and modify Sugar Connect at its sole discretion and without notice to you.
Sugar Connector for LinkedIn® Sales Navigator
Customer must have an active subscription to any of Sugar Sell, Sugar Professional, Sugar Enterprise, or Sugar Ultimate to use Sugar Connector for LinkedIn Sales Navigator. Use of the Sugar Connector for LinkedIn Sales Navigator is subject to the Principal Agreement.
Notwithstanding anything to the contrary contained in the Principal Agreement, you may not modify any code to Sugar Connector for LinkedInSales Navigator. Users must have an active license to LinkedIn Sales Navigator and sign-in with their LinkedIn credentials to gain access to LinkedIn website content (“Content”).
Users must comply with their applicable LinkedIn agreement and may not:
• Impersonate a LinkedIn member or misrepresent any member or other third party when requesting or publishing information;
• Use LinkedIn Sales Navigator or the Sugar Connector for LinkedIn Sales Navigator (i) for any illegal or unauthorized purposes, or (ii) in a manner that breaches any laws or regulations regarding privacy, or violates any rights of third parties;
• Copy, reformat, reverse-engineer, or otherwise modify Sugar Connector for LinkedIn Sales Navigator, associated APIs, Access Codes, or the LinkedIn service; or
• Interfere with or disrupt the Sugar Connector for LinkedIn Sales Navigator or LinkedIn service or servers or networks connected to the LinkedIn service, or disobey any requirements, procedures, policies or regulations of networks connected to the LinkedIn service.
Sugar Hint
Sugar Hint provides access to certain Content. You are required to purchase a subscription to Hint equal to the number of Subscription Users subscribed by you for the SugarAI products that will be used with Sugar Hint. Certain Content may only be accessed through Sugar Hint and such Content may only be saved within the database associated with your SugarAI product instance. Your administrator(s) may reassign Sugar Hint use rights during the Subscription Term if a former Sugar Hint Subscription User no longer requires access to or uses Sugar Hint. You are prohibited from making any customizations to Sugar Hint or accessing the Hint data services through means other than the Sugar Hint front end.
Sugar Identity
SugarIdentity is deployed in SugarCloud and Customer’s use thereof is subject to terms and conditions applicable to a SugarCloud deployments, including when Customer subscribes to SugarIdentity for use with other SugarAI solutions deployed On-Site. SugarAI may update and modify SugarIdentity at any time at its sole discretion and without notice.
Sugar Integrate
Each Sugar Integrate subscription grants the right to connect your SugarAI product to one pre-defined single instance of an external system. Each Sugar Integrate subscription is limited to 2,000,000 Tasks per month. Task overage fees will be applicable, due and payable to SugarAI if customer exceeds the monthly Task limit. SugarAI will provide written notification if customer exceeds such task limits. Implementation service hours are required and must be purchased separately.
Intelligence
You are required to purchase a subscription to Intelligence, at a minimum, equal to the number of Subscription Users subscribed by you for the Application Services that will be used with Intelligence.
Intelligence processes your input, such as Customer Data (“Input”), and you receive output from Intelligence based on the Input (“Output”). You are responsible for all Input and you represent and warrant that you have all rights, licenses, and permissions required to provide Input to Intelligence. You are solely responsible for all use of Output and for evaluating the accuracy and appropriateness of Output for your use case(s), including by utilizing human review as appropriate.
You acknowledge and agree that (i) your Input, including any Customer Data, into Intelligence is at your own risk and Intelligence is made available “As-Is”; (ii) Output may not be accurate or reliable and you should independently review all Output before using or sharing it; (ii) Output may not be unique and other users may receive similar content from Intelligence and responses that are requested by and generated for other users are not considered Output; (iv) you will not (a) use Intelligence, Customer Data, or any Input or Output in a manner that violates any applicable laws; or (b) use Intelligence, Customer Data, or any Input or Output in a manner that infringes, misappropriates, or otherwise violates any third party’s rights.
Intelligence uses third-party service providers (“GAI Providers”) as part of Intelligence. You acknowledge and agree that (i) your Input and Output, including Customer Data, will be shared with and processed by our GAI Providers, (ii) you may not use Intelligence in a manner that violates any terms and conditions or policies of any GAI Provider, and (iii) Sugar may replace GAI Providers at any time. A list of GAI Providers are listed in the table below, which may be updated from time to time:
GAI Providers
OpenAI, LLC
Services Terms
https://openai.com/policies/service-terms/
SugarAI AI Supplemental Terms
These SugarAI AI Supplemental Terms (these “Terms”) are incorporated into and supplements the Customer Terms of Service, Master Subscription Agreement or similar agreement entered between the SugarAI group company (“Sugar”) and Customer identified therein (the “Agreement”). These Terms govern Customer's access to and use of AI made available as part of the Application Services. In the event of a conflict between these Terms and the Agreement with respect to such functionality, these Terms control. In all other respects, the Agreement governs. Capitalized terms used and not defined herein have the meanings given to them in the Agreement.
Applicability. These Terms apply to Customer's access to and use of AI that Sugar makes available as part of the Application Services, whether included in the Application Services or offered as an optional feature or add-on.
Usage. Customer's use of AI is intended to support ordinary business use. Sugar may establish and modify reasonable usage thresholds for such functionality to account for evolving product capabilities, underlying technology, system capacity, and operating costs. If Customer exceeds applicable usage thresholds, Sugar may throttle requests, temporarily limit access to certain functionality, require the purchase of additional usage capacity or an applicable subscription tier, or take other reasonable measures necessary to protect the performance, security, and availability of the Services.
Input and Output
Application Services, powered by AI, process Input and produce Output. Customer is solely responsible for all Input and Customer represents and warrants that it has all rights, licenses, permissions, and authority necessary to provide Input for processing by the Application Services.
Application Services use AI that generate probabilistic Output. Although Sugar will continually work to improve the quality, accuracy, and reliability of the Application Services, Output may not always be accurate, complete, reliable, or suitable for Customer's intended use. Customer is solely responsible for evaluating the accuracy, legality, appropriateness, and suitability of all Output for its intended use, including applying human review where appropriate, before using, relying on, distributing, or sharing such Output.
Customer further acknowledges that Output may not be unique and that the Application Services may generate the same or similar output for other customers in response to similar Inputs.
Input and Output are considered Customer Data. Sugar retains all right, title, and interest in the Application Services, underlying AI, models, algorithms, software, prompts, technology, and related intellectual property.
Neither Sugar nor its AI Providers use Customer Input or Output to train any third-party or publicly available AI models without Customer's prior consent. Customer Input and Output may be used to improve the Application Services solely within Customer's instance, and such improvements are logically isolated from other customers. Sugar may also use deidentified and aggregated information derived from Customer's use of the Application Services, including usage patterns, interactions, and output characteristics that do not identify Customer or any individual, to develop, improve, and support the Application Services and other Sugar products and services.
Acceptable Use. Customer will not use, or permit others to use, the Application Services to connect, integrate, or enable any Customer- owned, or third-party artificial intelligence system, agents, model context protocol connector (“MCP”), or similar technology to access or interact with the Services, APIs, MCPs, or Customer Data except through functionality expressly made available, supported, or approved by Sugar. Customer will not use any such technology to automate access to, retrieve data from, execute actions within, or otherwise interact with the Application Services in a manner not authorized by Sugar.
Data Processing and AI Providers
Sugar engages AI Providers to support the Application Services and Sugar will require AI Providers to process Input in accordance with their applicable contractual obligations and Applicable Laws. Customer acknowledges and agrees that (i) Sugar may engage AI Providers as sub-processors, (ii) Input and Output will be shared with and processed by AI Providers, and (iii) Sugar may remove or replace AI Providers at any time. To see a list of our AI Providers, visit our sub-processor page located here: https://sugarai.com/legal/sub-processors.
Sugar may enhance, replace, modify, or discontinue the underlying AI models used to provide the Application Services, provided such changes do not materially reduce the functionality of the Application Services during the applicable Subscription Term.
Suspension. Sugar may suspend Customer’s access to Application Services in accordance with the Agreement, including where Customer's use presents material legal, security or reputational risk.
Compliance
Sugar will comply with Applicable Laws governing the Application Services, including, where applicable, Regulation (EU) 2024/1689 (the EU AI Act), to the extent such laws impose obligations on Sugar in its capacity as provider of such Application Services.
Nothing in this Agreement will be construed as expanding Sugar's statutory obligations under applicable AI laws.
Documentation
Sugar will make available its standard documentation describing the AI. Such documentation may include information regarding the intended purpose of the AI functionality, its principal capabilities, known limitations, and recommended conditions of use.
Sugar may update such documentation from time to time in accordance with its standard product lifecycle and documentation practices.
Sugar will have no obligation to provide internal technical documentation, source code, model documentation, regulatory filings, conformity assessment documentation or other Confidential Information.
Disclaimer. SUGAR DOES NOT WARRANT THAT OUTPUTS WILL BE ACCURATE, COMPLETE, ERROR-FREE, UNIQUE, OR SUITABLE FOR CUSTOMER'S PARTICULAR PURPOSE OR THAT IT DOES NOT VIOLATE THIRD-PARTY RIGHTS OR APPLICABLE LAW.
General. Except as expressly modified by these Terms, the Agreement remains unchanged and in full force and effect.
Certain Definitions
"AI" means the artificial intelligence, machine learning, predictive analytics, generative AI, agentic, and other intelligent functionality made available by Sugar as part of the Application Services.
"AI Providers" means third-party service providers, foundation model providers, cloud providers, or other technology providers used by Sugar to provide or support the Application Services.
"Input" means any input, including but not limited to, Customer Data, prompts, content, instructions, files, or other information submitted by or on behalf of Customer or a Subscription User or made available to the Application Services.
"Output" means any output, including but not limited to, data, content, recommendations, summaries, analyses, predictions, or other results generated by the Application Services based on Customer's or a Subscription User’s Input.
