1. TERMS AND CONDITIONS

1.1 These are the Terms and Conditions for Logicdialog Ltd (“LD”, "The Company", "us", or "we"), company number 10899737, with its registered office at Tramshed Tech, Pendyris Street, Cardiff, CF11 6BH, governing its services.

1.2 These Terms and Conditions form the entire Agreement between Logicdialog and the Customer for the Services, superseding any other agreements, purchase orders, or proposals, whether oral or written.

1.3 These Terms and Conditions apply to both paid subscriptions and free trial versions of the services unless otherwise specified.

1.4 By using our Services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions, including any future modifications.

2. DEFINITIONS

2.1 Terms used in the Logicdialog Scope of Delivery will hold the same meaning when used in these Terms and Conditions.

2.2 Additional Definitions:

  • Business Day: Any day that is not a Saturday, Sunday, or public holiday in the UK.

  • Benefit: Any guarantee, money-back offer, discount, or other promotional elements utilised in Logicdialog's marketing materials, whether written or verbal.

  • Channel: Methods of communication that may include, but are not limited to, social media platforms, websites, messenger services, and other electronic mediums.

  • Confidential Information: Information either clearly labelled as confidential or which reasonably should be treated as confidential.

  • Customer: The business entity described in the Services Confirmation that subscribes to the Services.

  • Customer Data: Data input by the Customer or the End-User for using the Services.

  • Documentation: Online or otherwise accessible documents provided by Logicdialog, which describe the Services and offer user instructions.

  • Data Protection Legislation: All legislation pertaining to data protection, privacy, and the use of individual information, including UK GDPR, the Data Protection Act 2018, and related UK-specific legislation.

  • DPA: The Data Protection Act 2018 and its amendments.

  • Effective Date: The date the Customer accepts these Terms and Conditions.

  • End-User: Third parties to whom the Customer makes the Services available.

  • Normal Business Hours: 8:00 a.m. to 6:00 p.m., local UK time, on each Business Day.

  • Services: The services rendered by Logicdialog to the Customer under this Agreement.

  • Logicdialog Scope of Delivery: The services, features, and service levels as agreed upon at the point of transaction, as described on https://www.logicdialog.ai/sign-up.

  • Set Up: Conversational UX design, integration, and/or any professional services required from Logicdialog beyond providing platform sign-up facilitation.

  • Service Level: The level at which the Services are provided to the Customer, as described in the Logicdialog Scope of Delivery.

  • Software: Online software applications that are part of the Services.

  • Subscription Fees: Monthly or annual fees payable by the Customer to Logicdialog for the Services.

  • Subscription Term: As described in Clause 13.1.

  • Support Services Policy: Logicdialog's policy for support related to the Services, as notified to the Customer from time to time.

  • Website: The website https://www.logicdialog.ai/ or any subsequent URL which may replace it.

  • APIs: Application Programming Interfaces provided by Logicdialog as part of the Services.

  • Professional Services: Additional services, including customisation, implementation, and maintenance, provided at list prices.

  • Auto-Renewal: Applies only to annual licenses or subscription terms exceeding 12 months. Auto-renewal does not apply to monthly rolling plans. Customers must give written notice at least 3 months before the end of the Subscription Term to opt out of renewal.

  • Force Majeure: Unforeseeable circumstances preventing a party from fulfilling its obligations under this Agreement.

3. RIGHT OF USE

3.1 Logicdialog grants the Customer a non-exclusive, non-transferable right to use the Services during the Subscription Term, in accordance with this Agreement.

3.2 The Customer shall not:

  • Use the Services to distribute unlawful, defamatory, or offensive content.

  • Attempt to modify, copy, or reverse engineer any part of the Software.

  • Use the Services to compete with Logicdialog.

  • Share access to the Services with unauthorised third parties.

3.3 Logicdialog reserves the right to terminate or suspend accounts violating this clause.

9. PAYMENT TERMS

9.1 Subscription Plans

  • The Customer must choose a subscription plan with a minimum 12-month term, unless otherwise specified.

  • Payment is due as set forth below.

9.2 Payment Information

  • Customers must provide accurate and up-to-date billing and payment details.

9.3 Billing and Payment

  • Subscription fees are payable monthly or annually.

  • Invoices must be settled within 30 days of issuance.

9.3.1 Non-Payment Consequences

Failure to pay on time may result in:

  • Service suspension

  • Late fees (3% above Bank of England base rate per month)

9.4 Refunds

  • Payments are non-refundable unless due to a material breach by Logicdialog.

  • Early termination refunds are not available unless expressly agreed.

9.5 Subscription Fee Adjustments

  • Logicdialog reserves the right to adjust Subscription Fees annually, with 30 days' prior notice.

  • Annual increases will be up to 10%, unless a multi-year contract is signed, in which case fees remain fixed.

12. LIABILITY

12.4 Financial Cap

  • Logicdialog’s liability for any claims arising under this Agreement is capped at three months' subscription fees or £10,000 (whichever is greater).

  • Logicdialog is not responsible for losses resulting from third-party failures.

13. TERM AND TERMINATION

13.1 Term & Renewal

  • The minimum subscription term is 12 months unless agreed otherwise.

  • Annual plans auto-renew unless the Customer provides a 3-month non-renewal notice.

  • Fees increase by 10% annually unless covered by a multi-year contract.

13.3 Termination Rights

Either party may terminate if:

  • There is a material breach that remains unaddressed for 30 days.

  • The other party becomes insolvent.

  • Business operations cease.

16. LAW AND JURISDICTION

16.2 Governing Law

  • The Agreement is governed by the laws of England and Wales.

  • Disputes will be resolved exclusively in the courts of England and Wales.

DATA PROCESSING + PRIVACY

This Privacy Policy explains how Logicdialog will handle and safeguard personal information, and the choices there are to access and control personal information.

This Privacy Policy (which is our “privacy notice” for the purposes of the GDPR) also describes how we collect and use personal information about chatbot users and through use of our website (www.logicdialog.ai and all subdomains). This includes when someone signs up to newsletters, fills out a form to download a piece of content or contacts us through an online form.

Logicdialog is the "data controller" of our website users’ personal data (which we call "personal information" for clarity). This means we are responsible for deciding how we hold and use personal information about you. We are required under data protection legislation to notify you of the information contained in this privacy policy.

It is important you read this Privacy Policy together with any other policy or fair processing notice we may provide on occasions when we are collecting or processing personal information about you so that you are fully aware of how and why we are using your information. This Privacy Policy supplements the other notices and is not intended to override them.

It is important that you read this notice, so that you are aware of how and why we are using such information.

To fulfil our commitment to respecting and protecting your privacy and to comply with our obligations under data protection laws including the General Data Protection Regulation (GDPR), we adhere to our principles as explained in detail below:

  • We inform you of the personal information that will be collected, and where necessary seek your consent to collect, use, or disclose your personal information.

  • We identify the purposes of use for collecting your personal information.

  • We collect only information that is necessary to carry out the identified purposes of use.

  • We use or disclose your personal information only for the purposes for which it is collected, except with your consent or as required or permitted by law, and we will keep your information only as long as necessary to fulfil those purposes.

  • We endeavour to make sure your personal information is accurate, complete, and up-to-date.

  • We protect your personal information with appropriate security safeguards.

  • We make our policies and practices for the handling of your personal information as transparent as possible.

  • You will have access to your personal information and will be able to request the export, correction, or deletion of your personal information as appropriate.

  • We will be accountable to you. We are always interested in hearing your opinion regarding our compliance with these principles, this Privacy Policy, and applicable law.

What data do we collect?

You directly provide Logicdialog with most of the data we collect. We collect data and process data in the following ways:

Logicdialog collects and uses the following types of data via our chatbots:

  • Conversational interactions, anonymised pieces of information that cannot be linked back to a particular user.

  • If an intervention by a Customer Service Agent the bot will collect:

    • First name

    • Last name

    • Email address (optional)

Logicdialog collects and uses the following types of information via our website:

  • Newsletter subscription

If you wish to receive our email newsletter, we ask for some details to personalise our content. We need your email address to be able to send you the newsletter.

  • Downloading a document or insight

You can download additional resources from our website. To request these additional resources, you will have to fill out a form. In that form, we ask your first name, last name, email address, company name and website, the department you work in, and the number of employees your company has.

Our additional resources aim to educate visitors in the services we provide. As such, the information we collect helps us understand our potential customers. It also helps us craft more relevant user experiences, increasing the satisfaction from using our website.

We will use your email address to send you the document you requested. We will use your first name to address you in our automated email correspondence. We will never use the additional information to actively reach out to you, or your employer, about our services.

By downloading one of our additional resources, we assume you are at least somewhat interested in the services we provide. This legitimate interest allows us to enroll you into email nurturing campaigns about us, the work we do, and how we could help you. You can unsubscribe for these emails at any time by clicking the unsubscribe button at the bottom of any email we send you.

  • Chatbot

Interested users can fill out a chatbot enquiry form to request more information about our services. These forms collect your first name, last name, email address, phone number, company name, website, company size, and department. We use your contact information to get in touch with you and/or your employer. We use the rest of the information to understand and build your potential customer profile.

By filling out a chatbot enquiry form, we assume you are interested in the services we provide. This legitimate interest allows us to enrol you into email nurturing campaigns about us, the work we do, and how we could potentially help you. You can unsubscribe for these emails at any time by clicking the unsubscribe button at the bottom of any email we send you. This information also allows us to contact the company you work for to introduce or discuss our services.

You can request to opt-out from these calls by sending us an email to support@logicdialog.ai

Third-Party Tools and Processors

In our operations, we employ third-party tools such as MongoDB and Google Cloud for data processing and storage. These tools are chosen for their adherence to data protection standards. You can see their privacy policies here (Mongo DB) and here (Google Cloud).

We also use OpenAI aa a configurable component of the Logicdialog platform (with a default setting set to 'off' unless otherwise requested by customer).

Open AI can be used to summarise end user conversations, generate language model training data and generate answers to end user enquiries from pre defined knowledge bases such as websites and documents.

Third party links

This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share information about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy policy of every website you visit.

How we use data

As a data controller, Logicdialog uses your information for the following purposes as well as those specific purposes set out previously:

  • to verify your identity;

  • to respond to requests you may make to use services provided by Logicdialog

  • to detect and deter unauthorised or fraudulent use of or abuse of the website;

  • to improve and/or optimise the website and its experience;

  • to enable us to provide customer support, and to respond effectively to your inquiries and claims;

  • to conduct user surveys;

  • to measure the effectiveness of advertisements that we place on the Internet or in other media;

  • to notify users of any other important information, if necessary;

  • to identify winners of promotional contests, to send gifts to those winners, and to deliver purchased products and the like;

  • to extract aggregated anonymised statistical data; and

  • to comply with applicable laws or legal obligations.

Do we disclose data?

Logicdialog does not disclose any website data to third parties or sell on data at any time now or in the future.

How we store data

Our website is hosted by Squarespace, Squarespace is hosted on the Amazon Web Services platform.

Third Party Processors

 Our carefully selected partners and service providers may process personal information about you on our behalf as described below:

“Digital Marketing Service Providers

We periodically appoint digital marketing agents to conduct marketing activity on our behalf, such activity may result in the compliant processing of personal information. Our appointed data processors include:

(i)Prospect Global Ltd (trading as Sopro) Reg. UK Co. 09648733. You can contact Sopro and view their privacy policy here: http://sopro.io. Sopro are registered with the ICO Reg: ZA346877 their Data Protection Officer can be emailed at: dpo@sopro.io.”

Changes to this Policy

We may update this policy from time to time, and the latest version of the policy will always be available on our website.

Contact Us

If you have any questions or concerns about our privacy policy, please contact us.

Compliance with Global Data Protection Regulations

We comply with all major data protection regulations around the world, including the General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA).

Logicdialog Service Level Agreement (SLA)


Applies to: All Logicdialog Clients

1. Introduction

This Service Level Agreement (SLA) sets out the commitments Logicdialog makes to ensure the reliability, performance, and support of our AI-driven conversational platform. We recognise the critical role we play in our customers' business operations and are committed to delivering exceptional service, responsive support, and continuous improvement.

This SLA applies to all customers but varies based on the tier of service selected. Premium-tier clients receive enhanced support and higher service guarantees.

2. Service Availability & Uptime Commitment

Logicdialog guarantees 99.9% uptime, measured on a rolling quarterly basis.

2.1 Uptime Calculation

Availability is calculated using the formula:

(Total Minutes in Quarter - Downtime Minutes) ÷ Total Minutes in Quarter × 100

Planned maintenance (with 24 or more hours’ notice) and force majeure events are excluded from downtime calculations.

2.2 Downtime Exclusions

The following will not be considered downtime under this SLA:

  • Scheduled maintenance where at least 24 hours’ advance notice has been given.

  • Issues caused by third-party services such as cloud hosting providers.

  • Failures due to incorrect configurations made by the client.

  • Downtime resulting from security breaches or cyberattacks affecting the client.

  • Network failures on the client’s side.

2.3 Service Credits for Uptime Breaches

If Logicdialog fails to meet the 99.9% uptime commitment, customers may request service credits as follows:

  • If uptime falls between 99.8% and 99.89%, a service credit of 5% of the monthly fee will apply.

  • If uptime falls between 99.5% and 99.79%, a service credit of 10% of the monthly fee will apply.

  • If uptime falls between 99.0% and 99.49%, a service credit of 15% of the monthly fee will apply.

  • If uptime falls between 98.0% and 98.99%, a service credit of 20% of the monthly fee will apply.

  • If uptime falls below 98.0%, a service credit of 25% of the monthly fee will apply.

The maximum service credit available in any given month is 25% of the affected month’s subscription fee. Service credits do not apply if the client is in breach of contract or has unpaid invoices.

3. Support & Incident Response

Logicdialog provides multi-tiered support based on the service plan.

3.1 Support Channels

Support can be accessed via:

  • Self-service AI chatbot, available 24/7 for all clients.

  • In-platform ticketing system, available to all clients.

  • Email support, available to all clients.

  • Dedicated Slack channel, available only for Premium clients.

  • Phone support, available only for Premium clients with critical issues.

3.2 Response & Resolution Times

Support requests are prioritised based on severity levels:

For critical issues where the entire platform is down or core features are inaccessible to all users, the response time is within four hours for standard clients and within one hour for Premium clients, with resolution targeted within 12 to 24 hours.

For major issues where a significant portion of users is affected but the platform remains operational, the response time is within 12 hours for standard clients and within four hours for Premium clients, with resolution targeted within 48 hours.

For moderate issues where some functionalities are impaired but a workaround is available, the response time is within 48 hours for standard clients and within 24 hours for Premium clients, with resolution targeted within five business days.

For minor issues where there are only cosmetic or usability concerns, the response time is within five business days for standard clients and within three business days for Premium clients, with resolution targeted within the next scheduled update.

Premium clients receive 24/7 emergency support for critical (Severity 1) issues. Response time refers to acknowledgement, not resolution.

4. Escalation Process

If a support ticket is not resolved within the estimated timeframe, clients can escalate through the following process:

  • Standard support tickets should be raised via the in-platform ticketing system or by email.

  • If no resolution is provided within the expected timeframe, an escalation can be made to the Support Manager.

  • Premium clients can escalate directly to the Technical Lead via their dedicated Slack channel.

  • Phone escalation is available only for Premium clients experiencing Severity 1 issues.

5. Maintenance & Updates

Regular updates and security patches are released without disruption. Scheduled maintenance is communicated at least 24 hours in advance. Emergency maintenance is only performed when necessary and communicated as soon as possible.

6. Security & Compliance

Logicdialog follows industry-leading security standards, including:

  • Compliance with GDPR for data protection.

  • Alignment with ISO 27001 best practices for security governance.

  • Encryption of data in transit and at rest.

  • Role-based access control (RBAC) for enterprise clients.

7. SLA Exclusions & Limitations

This SLA does not apply under the following circumstances:

  • If the client is in breach of contract.

  • If downtime is caused by third-party dependencies, such as failures from hosting providers.

  • If downtime is less than 15 minutes in duration.

  • If the support request is from a free-tier user, as limited support applies.

8. SLA Review & Changes

Logicdialog may update this SLA from time to time to reflect new service levels and capabilities. Customers will receive at least 30 days’ notice before any major changes.

9. Contact & Support Details

For SLA-related inquiries, please contact:

  • Email: support@logicdialog.ai

  • Slack: Available for Premium clients only.

  • Phone: Available for Premium clients only for Severity 1 issues.

10. Summary of Logicdialog’s Service Commitments

Logicdialog commits to:

  • A 99.9% uptime guarantee, with service credits of up to 25% for breaches.

  • Multi-channel support, including chatbot, ticketing, email, Slack (for Premium clients), and phone (for Premium clients with critical issues).

  • Guaranteed response times for different severity levels.

  • 24/7 emergency support for Premium clients experiencing Severity 1 issues.

  • A clear and structured escalation process.

  • Industry-leading security standards and GDPR compliance.

This SLA reflects our commitment to providing a high-quality, AI-driven service that ensures efficiency, consistency, and responsiveness while remaining realistic and achievable for our team.