Terms of Service

Last updated: April 2025

Welcome to Sherlock Agent. These Terms of Service ("Terms") constitute a legally binding agreement between you ("Customer", "you", or "your") and Milan Rajkovic Pty Ltd (ABN 33 133 412 503), operating as Sherlock Agent ("Sherlock Agent", "we", "us", or "our"), governing your access to and use of the Sherlock Agent platform available at sherlockagent.ai and all related services (collectively, the "Service").

Please read these Terms carefully before using the Service. By accessing or using the Service, you agree to be bound by these Terms. If you do not agree, you must not access or use the Service.

1. Acceptance of Terms

By creating an account, accessing, or using the Service, you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy, which is incorporated herein by reference. If you are using the Service on behalf of an organisation, you represent and warrant that you have the authority to bind that organisation to these Terms, and references to "you" and "your" shall refer to that organisation.

We may update these Terms from time to time. Continued use of the Service after changes are posted constitutes acceptance of the revised Terms. We will provide reasonable notice of material changes via email or through the Service.

2. Description of Service

Sherlock Agent is an AI-powered investigation platform designed for Managed Service Providers (MSPs) and enterprise IT teams. The Service provides:

• Endpoint Diagnostics — Automated collection and analysis of endpoint telemetry data to identify system health issues, configuration drift, and anomalies across managed environments.
• Root Cause Analysis — AI-driven investigation workflows that correlate signals across endpoints, users, and infrastructure to determine the underlying cause of IT issues.
• Remediation Automation — Generation and deployment of remediation scripts and actions to resolve identified issues, with approval workflows and audit trails.
• Multi-Tenant Console — A centralised management interface for MSPs and IT teams to manage investigations, endpoints, and remediation actions across multiple client environments.

The specific features available to you may vary depending on your subscription plan. We reserve the right to modify, enhance, or discontinue features of the Service with reasonable notice.

3. Account Registration

To use the Service, you must register for an account. When registering, you agree to:

• Provide accurate, current, and complete information during the registration process.
• Maintain and promptly update your account information to keep it accurate and complete.
• Maintain the security and confidentiality of your login credentials and not share them with unauthorised parties.
• Immediately notify us of any unauthorised access to or use of your account.
• Accept responsibility for all activities that occur under your account.

We reserve the right to suspend or terminate accounts that contain inaccurate information or that we reasonably believe have been compromised.

For multi-tenant and MSP accounts, the account administrator is responsible for managing user access, permissions, and ensuring that all users within the organisation comply with these Terms.

4. Acceptable Use

You agree to use the Service only for lawful purposes and in accordance with these Terms. You shall not:

• Use the Service to access, monitor, or collect data from endpoints or environments for which you do not have proper authorisation.
• Attempt to gain unauthorised access to any part of the Service, other accounts, computer systems, or networks connected to the Service.
• Use the Service to deploy remediation scripts or actions that are intentionally malicious, destructive, or designed to cause harm.
• Reverse engineer, decompile, disassemble, or otherwise attempt to derive the source code of the Service or its underlying algorithms.
• Use the Service in a manner that could damage, disable, overburden, or impair the Service or interfere with any other party's use of the Service.
• Resell, sublicence, or redistribute access to the Service to third parties without our prior written consent, except as expressly permitted under your subscription plan for MSP use cases.
• Use the Service to store or transmit any content that infringes the intellectual property rights of any third party.
• Use the Service in violation of any applicable laws, regulations, or industry standards, including but not limited to data protection and privacy laws.

We reserve the right to investigate and take appropriate action, including suspension or termination of your account, if we reasonably believe you have violated these acceptable use provisions.

5. Intellectual Property

5.1 Sherlock Agent IP

The Service, including all software, algorithms, AI models, user interfaces, designs, documentation, and all related intellectual property, is and remains the exclusive property of Sherlock Agent and its licensors. These Terms do not grant you any right, title, or interest in the Service except for the limited right to use the Service in accordance with these Terms and your subscription plan.

5.2 Customer Data

You retain all rights, title, and interest in and to any data you submit to or collect through the Service ("Customer Data"). You grant Sherlock Agent a limited, non-exclusive licence to use, process, and store Customer Data solely for the purpose of providing and improving the Service.

5.3 Aggregated Data

We may generate anonymised, aggregated, and de-identified data derived from your use of the Service ("Aggregated Data"). We own all rights in Aggregated Data and may use it for any lawful purpose, including improving the Service, conducting research, and developing new features. Aggregated Data will not identify you or any individual.

5.4 Feedback

If you provide suggestions, feature requests, or other feedback about the Service ("Feedback"), you grant us an unrestricted, perpetual, irrevocable, royalty-free licence to use, modify, and incorporate the Feedback into the Service without obligation to you.

6. Data and Privacy

Your privacy is important to us. Our collection, use, and protection of personal information and Customer Data is governed by our Privacy Policy, which forms part of these Terms.

6.1 Data Processing

By using the Service, you acknowledge that the Service processes endpoint telemetry data, system logs, configuration data, and other technical information from managed environments. You represent and warrant that you have obtained all necessary consents and authorisations to collect and process such data through the Service.

6.2 Data Security

We implement industry-standard technical and organisational measures to protect Customer Data against unauthorised access, loss, or alteration. However, no method of electronic transmission or storage is 100% secure, and we cannot guarantee absolute security.

6.3 Data Residency

Customer Data may be processed and stored in data centres located in Australia and other jurisdictions. We will provide information about data residency options as they become available under your subscription plan.

6.4 Data Retention

We retain Customer Data for the duration of your subscription and for a reasonable period thereafter to fulfil our legal obligations and resolve disputes. Upon termination, you may request export or deletion of your Customer Data in accordance with our Privacy Policy.

7. Service Availability and SLA

We strive to maintain high availability of the Service. However, you acknowledge that:

• The Service may be subject to scheduled maintenance windows, during which access may be temporarily unavailable. We will provide reasonable advance notice of planned maintenance.
• The Service may experience unplanned outages due to circumstances beyond our reasonable control, including but not limited to infrastructure failures, third-party service disruptions, or force majeure events.
• Specific uptime commitments and service level agreements (SLAs) may be defined in your subscription plan or a separate service level agreement. In the event of a conflict, the terms of the separate SLA shall prevail.

We will use commercially reasonable efforts to restore Service availability promptly following any unplanned outage and to communicate status updates through our designated status channels.

8. Fees and Payment

Access to the Service requires a paid subscription unless otherwise specified. By subscribing, you agree to:

• Pay all fees associated with your selected subscription plan as set out at the time of purchase or renewal.
• Provide accurate and complete billing information and keep it up to date.
• Authorise us to charge your designated payment method for recurring subscription fees.

All fees are quoted in the currency specified at checkout and are exclusive of applicable taxes unless stated otherwise. We may adjust pricing with at least 30 days' notice before your next billing cycle. Failure to pay fees when due may result in suspension or termination of your access to the Service.

9. Limitation of Liability

9.1 Disclaimer of Warranties

To the maximum extent permitted by applicable law, the Service is provided on an "as is" and "as available" basis without warranties of any kind, whether express, implied, or statutory. We expressly disclaim all implied warranties, including but not limited to warranties of merchantability, fitness for a particular purpose, non-infringement, and any warranties arising out of course of dealing or usage of trade.

9.2 AI-Generated Outputs

The Service utilises artificial intelligence to analyse data, identify root causes, and generate remediation recommendations. You acknowledge that AI-generated outputs may not always be accurate, complete, or suitable for your specific environment. You are solely responsible for reviewing, validating, and approving any remediation actions before deployment. Sherlock Agent shall not be liable for any damages arising from reliance on AI-generated outputs without appropriate review.

9.3 Limitation

To the maximum extent permitted by applicable law, in no event shall Sherlock Agent, its directors, employees, agents, or licensors be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, business opportunities, or goodwill, arising out of or in connection with your use of or inability to use the Service, regardless of the cause of action or theory of liability, even if we have been advised of the possibility of such damages.

Our total aggregate liability to you for all claims arising out of or relating to these Terms or the Service shall not exceed the total amount of fees paid by you to Sherlock Agent during the twelve (12) months immediately preceding the event giving rise to the claim.

9.4 Australian Consumer Law

Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy conferred on you by the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or any other applicable law that cannot be excluded, restricted, or modified by agreement.

10. Indemnification

You agree to indemnify, defend, and hold harmless Sherlock Agent and its officers, directors, employees, agents, and licensors from and against any claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or related to:

• Your use of the Service in violation of these Terms.
• Your breach of any representation or warranty made under these Terms.
• Your deployment of remediation actions or scripts generated through the Service.
• Any claim by a third party that your use of the Service infringes their rights or violates applicable law.
• Any unauthorised access to endpoints or environments facilitated through your account.

11. Termination

11.1 Termination by You

You may terminate your account and stop using the Service at any time by contacting us or using the account cancellation feature within the Service. Cancellation will take effect at the end of your current billing period, and no refunds will be issued for partial billing periods unless otherwise required by applicable law.

11.2 Termination by Us

We may suspend or terminate your access to the Service immediately, without prior notice, if:

• You breach any material provision of these Terms.
• You fail to pay fees when due after reasonable notice.
• We are required to do so by law, regulation, or court order.
• We reasonably believe your use of the Service poses a security risk to the Service or other users.

11.3 Effect of Termination

Upon termination, your right to access and use the Service ceases immediately. We will retain your Customer Data for a period of 30 days following termination, during which you may request an export. After this period, we may permanently delete your Customer Data in accordance with our data retention policies. Sections relating to Intellectual Property, Limitation of Liability, Indemnification, and Governing Law shall survive termination.

12. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the State of New South Wales, Australia, without regard to its conflict of law provisions. You agree to submit to the exclusive jurisdiction of the courts of New South Wales, Australia, for the resolution of any disputes arising out of or relating to these Terms or the Service.

If any provision of these Terms is held to be invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect. Our failure to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.

13. Changes to Terms

We reserve the right to modify these Terms at any time. When we make material changes, we will:

• Update the "Last updated" date at the top of this page.
• Notify you via email to the address associated with your account, or through a prominent notice within the Service.
• Provide at least 30 days' notice before material changes take effect, where practicable.

Your continued use of the Service after the effective date of the revised Terms constitutes your acceptance of the changes. If you do not agree with the revised Terms, you must discontinue your use of the Service and terminate your account.

14. General Provisions

• Entire Agreement. These Terms, together with the Privacy Policy and any applicable subscription agreement, constitute the entire agreement between you and Sherlock Agent with respect to the Service and supersede all prior agreements and understandings.
• Assignment. You may not assign or transfer these Terms or your rights hereunder without our prior written consent. We may assign these Terms without restriction.
• Force Majeure. Sherlock Agent shall not be liable for any failure or delay in performance resulting from causes beyond its reasonable control, including but not limited to natural disasters, war, terrorism, pandemic, government action, or failure of third-party services.
• Waiver. No waiver of any term shall be deemed a further or continuing waiver of such term or any other term.
• Notices. All notices to Sherlock Agent must be sent to the contact details provided below. We may send notices to the email address associated with your account.

15. Contact Us

If you have any questions about these Terms or the Service, please contact us:

Sherlock Agent
Contact us
Web: sherlockagent.ai