PALERA AI + VOICE SUPPLEMENTAL TERMS

These Palera AI + Voice Supplemental Terms (these “Supplemental Terms”) are incorporated into and form part of the Palera Terms of Service, Master Subscription Agreement, or other agreement governing Customer’s use of the Services (the “Agreement”) between JetSpring, LLC d/b/a Palera (“Palera”) and the applicable customer (“Customer”). These Supplemental Terms should be read together with Palera’s Privacy Policy, available at palera.ai/privacy-policy.

These Supplemental Terms apply to Customer’s use of any Palera feature or workflow that uses artificial intelligence, large language models, machine learning, transcription, synthetic speech, voice automation, automated or semi-automated decision support, conversation intelligence, or other related functionality.

The Effective Date of these Supplemental Terms is the date on which Customer first creates an account, accepts the Agreement, enables any AI + Voice Feature, or begins using any AI + Voice Feature, whichever is earlier.

In the event of a conflict between the Agreement and these Supplemental Terms, these Supplemental Terms control with respect to the applicable AI + Voice Features. Capitalized terms not defined herein have the meanings given in the Agreement.

1. SCOPE AND ACCEPTANCE

1.1 Scope

These Supplemental Terms apply to all AI + Voice Features made available by Palera, including without limitation AI summaries, suggested replies, classification, sentiment, QA scoring, escalation recommendations, routing assistance, transcription, synthetic voice, Voice AI agents, automated outreach, conversation intelligence, knowledge retrieval, prompt-driven workflows, and any connectors or content-import tools used to support such features.

1.2 Acceptance

By enabling, configuring, purchasing, trialing, testing, or using any AI + Voice Feature, Customer agrees to these Supplemental Terms on behalf of itself and all of its Affiliates and Authorized Users. Customer represents that it has authority to bind all such entities and users.

1.3 Updates

Palera may update these Supplemental Terms from time to time to reflect changes in the Services, third-party model requirements, security requirements, legal developments, carrier rules, or product functionality. Updates become effective upon Customer’s next renewal, new Order Form, or continued use of the affected AI + Voice Features after the updated version becomes effective.

2. DEFINITIONS

“AI + Voice Features”
All AI-enabled or voice-enabled features described in Section 1.1, including all model-assisted, machine learning-assisted, and synthetic speech functionality made available by Palera.

“AI Platform Policies”
The then-current usage policies, safety rules, code-of-conduct requirements, model-access conditions, publication restrictions, jurisdiction restrictions, or similar terms imposed by Palera’s Third-Party AI Providers and any synthetic voice, transcription, speech-to-text, or text-to-speech vendors used in connection with the AI + Voice Features.

“Input”
Any data, prompts, instructions, playbooks, knowledge content, transcripts, recordings, messages, web content, tags, routing logic, customer content, policies, workflows, or other materials submitted to, connected to, or made available to an AI + Voice Feature by or on behalf of Customer, its Authorized Users, or its end users.

“Output”
Any response, classification, summary, recommendation, transcription, sentiment result, disposition, workflow trigger, automated action, synthetic speech, call response, or other result generated by an AI + Voice Feature from Input.

“Third-Party AI Provider”
Any third party whose model, speech engine, transcription service, safety layer, orchestration service, or related AI technology is used by Palera to power AI + Voice Features, which may include without limitation OpenAI, Anthropic, Google, Microsoft Azure OpenAI, ElevenLabs, Deepgram, Twilio, or other providers. Palera maintains a current list of Third-Party AI Providers and applicable AI Platform Policies at palera.ai/legal/subprocessors, which is updated with reasonable prior notice.

“Voice AI Call”
A telephone, SIP, browser, or other real-time voice interaction handled, in whole or in part, by an AI + Voice Feature.

3. AI + VOICE FEATURES; THIRD-PARTY MODEL PROVIDERS

3.1 Use of Third-Party Providers

The AI + Voice Features may use third-party models and providers, including language-model providers, transcription vendors, speech providers, telephony vendors, and synthetic voice providers. Customer acknowledges and agrees that Palera may send Input, including personal data contained in Input, to one or more Third-Party AI Providers as necessary to provide the AI + Voice Features. Such processing is subject to the Agreement, the applicable Data Processing Addendum, and Palera’s then-current subprocessor practices. A current list of Third-Party AI Providers is available at palera.ai/legal/subprocessors.

3.2 No Training of Third-Party Models on Customer Data

Palera contractually prohibits its Third-Party AI Providers from using Customer Data, including Input and Output, to train or improve their generalized foundation models for their own benefit without Customer’s express consent. Any use of de-identified or aggregated data by Palera for its own product improvement purposes is subject to the opt-out mechanism described in Section 10 of these Supplemental Terms.

3.3 Provider Changes and Fallback

Palera may add, remove, substitute, route between, or otherwise change Third-Party AI Providers, model families, model versions, transcription engines, safety layers, synthetic voice vendors, or related infrastructure at any time for operational, legal, security, availability, cost, or product reasons. Palera may also implement model-provider fallback or failover routing to maintain continuity. Customer acknowledges that Outputs, latency, style, voice quality, accuracy, availability, and other results may differ based on the provider or model used. Palera does not guarantee that any particular third-party provider, model, voice, or model version will remain available.

3.4 Unsupported Jurisdictions and Provider Limits

Certain AI + Voice Features, providers, or models may be unavailable, restricted, degraded, or not lawfully usable in certain countries, states, or industries. Palera may suspend or restrict access where provider rules, export controls, sanctions, age restrictions, safety requirements, or other legal or contractual restrictions apply.

4. INPUT, OUTPUT, AND RESPONSIBILITY FOR USE

4.1 Customer Data

Input and Output are Customer Data under the Agreement. Customer is responsible for all Input provided by Customer, its Authorized Users, or persons acting on its behalf. Customer must ensure it has all rights, permissions, and legal bases necessary to provide Input and use Output as contemplated by the Agreement and these Supplemental Terms.

4.2 Similarity of Outputs

Customer acknowledges that Outputs may be the same as or similar to outputs generated for other customers or users where similar questions, instructions, or content are provided. Customer has no exclusive rights in generic, common, or similar outputs created for others.

4.3 Responsibility for Use

Customer is solely responsible for its use of the AI + Voice Features and for any reliance on Output. Customer must determine whether the AI + Voice Features and any Output are appropriate for Customer’s intended use case, operating environment, and legal and regulatory obligations.

4.4 Human Review Required

Customer must independently review Outputs for accuracy, completeness, appropriateness, and legal sufficiency before relying on them in production, customer-facing, compliance-sensitive, or business-critical workflows. Customer is solely responsible for any decisions, actions, communications, escalations, or failures to act arising from or related to its use of any Output.

5. HALLUCINATIONS; DISCLAIMERS; NO RELIANCE FOR REGULATED DECISIONS

5.1 Hallucinations and Inaccuracies

Customer acknowledges that AI + Voice Features may produce hallucinations, incorrect citations, incomplete responses, inaccurate transcriptions, false positives or false negatives in classifications, incorrect sentiment scores, or misleading summaries. Synthetic speech may mispronounce names, locations, medical terms, product names, or legal phrases. Transcription results may be imperfect due to accents, background noise, low-quality audio, network conditions, call transfers, carrier distortion, or provider limitations.

5.2 No Reliance for Regulated or High-Risk Decisions

Unless expressly agreed by Palera in a separate signed agreement, Customer will not use any AI + Voice Feature or Output as the sole basis for: legal advice; medical diagnosis or treatment recommendations; employment decisions or worker discipline; credit, underwriting, or insurance decisions; educational admissions or student discipline; housing decisions; criminal justice decisions or law-enforcement profiling; biometric identification or emotional recognition; access to essential services; or other use cases that are prohibited or high-risk under applicable law.

5.3 Licensed Professional Services

Customer will not use AI + Voice Features to replace professional review where services are required to be provided by licensed professionals, including attorneys, physicians, mental health providers, accountants, engineers, or other licensed professionals, unless a qualified professional independently reviews the Output before use.

5.4 Customer Review Obligations

Customer must design its workflows so that human personnel review or spot-check AI-generated outputs at a frequency appropriate to the use case, particularly where the output may affect regulated communications, customer complaints, contractual obligations, refunds, compliance determinations, crisis escalations, or any use case where error could reasonably cause material harm.

6. USAGE RESTRICTIONS

6.1 General Restrictions

Customer will not use the AI + Voice Features in a manner that violates applicable law, infringes third-party rights, violates the Agreement, or breaches the AI Platform Policies.

6.2 Prompt Abuse and Safety Evasion

Customer will not, and will not permit others to, use the AI + Voice Features to attempt to bypass safety filters, exfiltrate hidden prompts or system instructions, manipulate provider guardrails, circumvent moderation, harvest training data, extract model parameters, or otherwise probe, abuse, or exploit the AI + Voice Features in a way that may create security, legal, or safety risk.

6.3 No Competitive Model Development or Public Benchmarking

Customer will not use the AI + Voice Features, Inputs, Outputs, logs, traces, or any observations derived from use of the AI + Voice Features to develop, train, fine-tune, test, or improve any competing AI system, foundational model, speech model, or competing service, or to publish comparative performance results without Palera’s prior written consent. Internal evaluation of the platform for Customer’s own procurement purposes is permitted.

6.4 High-Risk and Prohibited Uses

Customer will not modify the intended purpose of an AI + Voice Feature in a manner that could cause it to become prohibited or high-risk under applicable AI laws or regulations. Without limiting the foregoing, Customer shall not use the AI + Voice Features for manipulation or deception, exploitation of vulnerabilities based on age, disability, or socioeconomic status, prohibited profiling, unlawful surveillance, or other restricted uses under applicable law.

6.5 Responsibility for Authorized Users

Customer is responsible for the acts and omissions of its Authorized Users and any person using the AI + Voice Features through Customer’s account or environment.

7. MESSAGING INTEGRATIONS; CHANNEL RULES; AI DISCLOSURE

7.1 Third-Party Messaging and Channel Rules

Certain AI + Voice Features may be used in connection with third-party messaging or voice platforms, including Meta, WhatsApp, Twilio, SIP providers, BYOC carriers, or other channel vendors. Customer is solely responsible for complying with all channel-specific terms, carrier rules, campaign registration requirements, and applicable laws governing such channels.

7.2 Palera Is a Software Provider, Not the Sender

Palera is a software and orchestration provider and is not the initiator, sender, or caller of Customer’s communications transmitted through Customer-configured channels, Customer-owned carrier accounts, or third-party providers selected by Customer, except to the extent expressly required by non-waivable law. Customer is solely responsible for configuring, approving, and owning all AI-generated message content before delivery and for maintaining records of such approvals. Customer acknowledges that responsibility for any message, call, or communication transmitted through the Services rests with Customer as the originating party.

7.3 Required AI Disclosure to Recipients

Customer must provide all disclosures, notices, labels, or scripts required by applicable law to inform recipients that they are interacting with an AI system, synthetic voice, automated system, or AI-generated content. This includes without limitation any state or federal laws requiring disclosure of AI-generated communications. Customer is solely responsible for determining whether, when, and how such notices must be delivered in each jurisdiction and use case.

7.4 Consent Matrices and Contact Rules

Customer acknowledges that contact consent rules vary by jurisdiction, campaign type, channel, and use case. Customer is solely responsible for developing, maintaining, and enforcing its own state-by-state or jurisdiction-specific consent matrix, including rules for recording consent, automated call restrictions, texting restrictions, quiet hours, opt-out handling, campaign registration, and any required disclosures. Any compliance tooling, templates, flags, or settings provided by Palera are for convenience only and do not constitute legal advice or a warranty of compliance.

7.5 Opt-Outs and Suppression

Customer shall promptly honor all opt-outs, revocations of consent, do-not-call requests, stop messages, and internal suppression requirements across all applicable channels and campaigns.

8. VOICE AI TERMS

8.1 Voice Settings and Synthetic Voices

Palera may offer default and optional synthetic voices. Palera may add, remove, or change available synthetic voices, accents, styles, or providers at any time. Customer accepts all responsibility for selecting and using any voice option and for ensuring such use complies with applicable right-of-publicity, voice-cloning, personality rights, and AI-generated content laws in each jurisdiction where calls are made or received.

8.2 No Voice Cloning Misuse

Customer will not use any AI + Voice Feature to clone, imitate, or materially simulate the voice of any real person without all permissions required by law and contract. Customer will not use AI-generated voices to impersonate individuals, public officials, licensed professionals, or customer personnel in a deceptive or unauthorized manner.

8.3 Voice Call Outcomes

Voice AI calls may produce different outcomes depending on configuration, provider, network, language, background noise, call forwarding, timing, or handoff path. Palera does not guarantee any particular contact rate, answer rate, completion rate, conversion rate, or customer outcome.

8.4 Fair Use and Usage Limits

Voice AI calls may be subject to fair-use limits, usage thresholds, concurrency caps, average call-duration assumptions, or other operational limits. If Customer exceeds such limits, Palera may charge additional usage fees, throttle access, queue calls, limit concurrency, or require an upgraded plan.

8.5 No Emergency Services — Required End-User Notice

THE AI + VOICE FEATURES ARE NOT INTENDED FOR EMERGENCY CALLING AND CANNOT BE USED TO CONTACT EMERGENCY SERVICES SUCH AS 911, 112, OR ANY OTHER EMERGENCY RESPONSE SYSTEM. THE AI + VOICE FEATURES SHALL NOT BE USED AS A SUBSTITUTE FOR EMERGENCY COMMUNICATIONS SYSTEMS OR LIFE-SAFETY DISPATCH.

Customer shall:

• prominently and clearly notify all end users and Authorized Users that the AI + Voice Features cannot be used to contact emergency services, prior to or at the point of their first use of any voice feature;

• include this emergency services limitation in any end-user-facing terms of use, onboarding flows, help documentation, or other materials governing access to voice features;

• ensure that alternative emergency communication methods, such as standard telephone service, remain available to all end users and Authorized Users at all times; and

• not enable or attempt to use any outbound voice functionality of the Services to contact official government-sponsored emergency telephone numbers.

PALERA AND ITS REPRESENTATIVES WILL HAVE NO LIABILITY FOR ANY CLAIM, DAMAGE, OR LOSS ARISING FROM OR RELATING TO THE INABILITY TO USE THE AI + VOICE FEATURES TO CONTACT EMERGENCY SERVICES. CUSTOMER WILL INDEMNIFY, DEFEND, AND HOLD PALERA HARMLESS AGAINST ANY AND ALL SUCH CLAIMS.

8.6 Fallback and Human Handoff

Customer is responsible for configuring fallback, escalation, transfer, voicemail, and human-handoff flows appropriate to the use case. Palera may provide tools to support such configuration, but Customer remains responsible for ensuring that calls are routed and escalated appropriately, particularly for complaint handling, legal threats, crisis communications, regulated decisions, or customer vulnerability scenarios.

9. REGULATED VERTICAL RESTRICTIONS

9.1 Healthcare and ePHI

Customer is solely responsible for any electronic protected health information (ePHI) or healthcare content submitted to an AI + Voice Feature. Customer shall not use AI + Voice Features with ePHI unless the parties have executed a Business Associate Agreement and Palera has expressly approved the use case in writing. Any such approved use requires execution of the applicable BAA and DPA.

9.2 Financial, Insurance, Education, Housing, and Employment

Customer will not use AI + Voice Features as the sole basis for regulated determinations involving credit, lending, insurance, education, housing, employment, worker monitoring, or similar regulated fields unless legally permitted and accompanied by required human review, disclosures, and controls. Any use in these verticals that requires a FERPA addendum, DPA, or other regulated-data rider must be preceded by execution of such addendum and Palera’s prior written approval.

9.3 Cannabis and Other Restricted Marketing

Customer is solely responsible for complying with channel, carrier, and jurisdictional rules governing cannabis, age-restricted products, healthcare marketing, debt collection, political messaging, and other regulated outreach. Some AI + Voice Features or Channels may not be available for regulated marketing categories.

10. MODEL IMPROVEMENT; OPT-OUT; FEEDBACK

10.1 Customer-Specific Improvement

Palera may use Customer Inputs and Outputs to improve Customer-specific configurations, retrieval quality, prompt routing, escalation logic, or related customer-isolated performance.

10.2 De-identified Improvement

Unless Customer has opted out, Palera may use de-identified and aggregated patterns from use of AI + Voice Features to improve product performance, reliability, safety, and functionality. Palera will not knowingly use Customer-identifiable content for generalized model training by third parties for their own benefit.

10.3 Opt-Out

Customer may opt out of de-identified model improvement uses at any time by: (a) toggling the applicable setting in Customer’s account settings, where available; or (b) submitting a written opt-out request to privacy@palera.ai. Palera will process opt-out requests within thirty (30) days. Opt-out applies prospectively and does not affect uses that occurred before the opt-out became effective.

10.4 Feedback

Customer grants Palera a worldwide, perpetual, irrevocable, transferable, sublicensable, royalty-free right to use feedback, suggestions, evaluations, and recommendations relating to the AI + Voice Features, provided that Palera will not identify Customer as the source of such feedback without permission.

11. DATA CONNECTORS; CONTENT IMPORT; KNOWLEDGE SOURCES

11.1 Data Connectors

AI + Voice Features may retrieve and/or send live data between Customer’s Palera environment and Connected Services selected by Customer. Customer is responsible for configuring data connectors, authentication, identity verification, permissions, and data flows. Palera is not responsible for inaccuracies, errors, or harm resulting from data supplied by Connected Services.

11.2 Content Import and Knowledge Sources

If Customer enables content import, scraping, crawling, or ingestion of websites, help centers, policies, scripts, transcripts, or other knowledge sources for use by AI + Voice Features, Customer represents that it has all rights and permissions necessary for Palera and its vendors to collect and use such content for the provision of the Services. Customer further warrants that any scraped or imported content does not violate any third party’s terms of service, copyright, or database rights. Customer acknowledges that imported content constitutes Customer Data and shall indemnify Palera for any claim arising from imported content.

11.3 Responsibility for Imported Content

Customer is solely responsible for ensuring that imported content is accurate, lawful, current, and appropriate for the intended use case. Customer must review imported or generated knowledge before production deployment.

12. RECORDING, TRANSCRIPTION, AND RETENTION

12.1 Recording Consent

Customer is solely responsible for enabling or disabling call recording and transcription features within the Services. By enabling recording, Customer confirms that it is solely responsible for obtaining all necessary consents for recording of all calls under applicable federal and state law, including two-party consent requirements in states such as California, Florida, Illinois, Pennsylvania, Washington, and others. Recordings and transcripts are Customer Data for purposes of the Agreement.

12.2 Retention Settings

Palera may allow Customer to configure retention periods for call recordings, transcripts, summaries, logs, and related artifacts. Customer is responsible for selecting and administering retention settings appropriate to its legal and regulatory obligations.

12.3 Legal Holds and Compliance Retention

Palera may retain certain records beyond configured retention periods where reasonably necessary for legal holds, fraud prevention, security investigations, billing disputes, abuse prevention, or compliance with applicable law or provider obligations.

13. THIRD-PARTY AI PROVIDER POLICIES

13.1 AI Platform Policy Compliance

Customer shall comply with all applicable AI Platform Policies. The current list of applicable Third-Party AI Providers and their platform policies is available at palera.ai/legal/subprocessors and palera.ai/legal/ai-platform-policies. Palera may update this list from time to time. Customer is responsible for ensuring that its use of AI + Voice Features remains consistent with those policies.

13.2 Provider Limitations

Customer acknowledges that Third-Party AI Providers may impose content restrictions, geographic limitations, age restrictions, throughput caps, rate limits, logging practices, output restrictions, sharing restrictions, or suspension rights. Such limitations may change without notice and may affect Customer’s use of the AI + Voice Features.

13.3 Suspension for Provider Risk

Palera may monitor, limit, or suspend Customer’s use of an AI + Voice Feature if Palera believes Customer’s usage may bypass or circumvent limits, negatively affect security or performance, violate these Supplemental Terms, violate the Agreement, or otherwise impose legal or commercial risk on Palera or its providers.

14. CUSTOMER DEPLOYMENT OBLIGATIONS

14.1 Pre-Deployment Review

Before deploying an AI + Voice Feature in production, Customer shall conduct reasonable testing of prompts, escalation logic, guardrails, disclosures, and fallback paths appropriate to the use case.

14.2 Ongoing Monitoring

Customer shall monitor AI + Voice Feature performance on an ongoing basis and shall promptly investigate material hallucinations, incorrect routing, compliance failures, offensive or misleading outputs, missed escalations, and customer complaints relating to the AI + Voice Features.

14.3 Human Escalation Paths

Customer shall maintain human escalation paths where appropriate to the use case, particularly for complaint handling, legal threats, crisis communications, regulated decisions, or customer vulnerability scenarios.

15. INDEMNITY; DISCLAIMER

15.1 Customer Indemnity

In addition to any indemnities in the Agreement, Customer shall defend, indemnify, and hold harmless Palera and its affiliates, officers, employees, and contractors from any third-party claim arising from or related to: (a) Customer’s violation of these Supplemental Terms; (b) Customer’s use of AI + Voice Features in a manner that violates applicable law, AI Platform Policies, or provider policies; (c) Customer’s failure to provide required notices or obtain required consents; (d) Customer’s use of synthetic voice or automated outreach in violation of law; (e) Customer’s failure to notify end users about emergency services limitations; or (f) Customer’s imported content, prompts, or training materials.

15.2 No Additional Warranties

The AI + Voice Features are part of the Services and are subject to the warranty disclaimers, liability limitations, and exclusions in the Agreement. Palera makes no additional representations, warranties, or indemnities regarding the accuracy, completeness, safety, or fitness of Outputs.

16. ORDER OF PRECEDENCE; SURVIVAL

16.1 Order of Precedence

In the event of a conflict between these Supplemental Terms and the Agreement, these Supplemental Terms control solely with respect to AI + Voice Features. If there is a conflict between these Supplemental Terms and an Order Form that expressly addresses a specific AI + Voice Feature commercial term, the Order Form controls solely as to that specific commercial term.

16.2 Survival

Sections relating to responsibility for use, disclaimers, indemnity, confidentiality, ownership, restrictions, retention, emergency services, and payment obligations survive termination or expiration of the applicable Subscription Term.

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