Legal

Terms of Service

Last updated: April 27, 2026 · Effective date: April 27, 2026

Pre-incorporation notice. Reera is currently operating as a working name; the legal entity is in the process of being incorporated. These terms are provided as a working draft and will be reviewed and updated by counsel before any commercial contract is signed. For commercial inquiries, contact ali@reera.io.

1. Definitions

"Reera," "we," "us": the operating name of the AI service for IT service management described at reera.io.
"Customer," "you": the legal entity that has agreed to these Terms by signing an order form, accepting a pilot agreement, or otherwise using the Service.
"Service": the Reera software, APIs, dashboards, and related materials made available to you.
"Customer Data": data submitted to the Service by you or your end users, including ticket metadata processed for classification, routing, and clustering.

2. The Service

Reera provides an AI layer that classifies, routes, and clusters IT tickets on top of your existing service-management system (e.g. ServiceNow, Jira, Zendesk). The Service does not replace your ITSM. Functionality may evolve over time as we improve the Service.

3. Your account and obligations

You agree to:

Provide accurate registration information and keep it up to date;
Maintain the confidentiality of your account credentials;
Use the Service only in compliance with applicable law and these Terms;
Not reverse-engineer, copy, or attempt to extract source code or model weights from the Service.

4. Pilots

We offer a structured two-week pilot program at a fixed fee, with scope and acceptance criteria agreed in writing before the pilot begins. Pilot deliverables and timing are described in the corresponding pilot order form. Pilots do not automatically convert into a full subscription; conversion requires a separate signed order form.

5. Pricing and payment

Reera is priced per resolved ticket, with annual volume tiers. Pilot fees are invoiced in advance. Subscription fees are invoiced as set out in the order form. All fees are in Euros (EUR), exclusive of VAT and any other applicable taxes, which are added at the rate in force at the time of invoicing.

6. Customer data and ownership

You retain all rights, title, and interest in Customer Data. By using the Service, you grant Reera a limited, non-exclusive license to process Customer Data solely to provide and improve the Service for your benefit.

Reera does not use Customer Data to train shared or third-party foundation models. Tenant-scoped model improvements remain in your tenant.

The data-processing terms applicable to Customer Data are set out in our Data Processing Agreement, which forms part of these Terms.

7. Confidentiality

Each party agrees to keep confidential information of the other party confidential and to use it only for the purposes of performing this agreement. This obligation survives termination for three (3) years.

8. Intellectual property

Reera and its licensors retain all rights, title, and interest in the Service, including all software, models, designs, and documentation. No rights are granted to you other than the limited right to use the Service as set out in these Terms and any applicable order form.

9. Service availability

We strive to make the Service highly available and will use commercially reasonable efforts to minimize downtime. Specific availability commitments, where offered, are set out in the applicable order form.

10. Termination

Either party may terminate the agreement for material breach if the other party fails to cure the breach within thirty (30) days of written notice. On termination, your access to the Service ends, and Customer Data is returned or deleted in accordance with the DPA.

11. Disclaimer of warranties

The Service is provided on an "as-is" and "as-available" basis. To the maximum extent permitted by law, Reera disclaims all warranties, whether express, implied, or statutory, including warranties of merchantability, fitness for a particular purpose, and non-infringement.

12. Limitation of liability

To the maximum extent permitted by law, neither party will be liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits or revenues. Each party's aggregate liability arising out of or relating to these Terms will not exceed the fees paid or payable by the Customer to Reera in the twelve (12) months preceding the event giving rise to the claim. Nothing in these Terms limits liability for fraud, gross negligence, or willful misconduct.

13. Governing law and disputes

These Terms are governed by the laws of Spain, without regard to its conflict-of-laws principles. Any dispute arising out of or relating to these Terms will be submitted to the exclusive jurisdiction of the courts of Barcelona, Spain.

14. Changes to these Terms

We may update these Terms from time to time. Material changes will be communicated by email at least 30 days before they take effect. Continued use of the Service after the effective date constitutes acceptance of the revised Terms.

15. Contact

Questions about these Terms? Email ali@reera.io.