Subscription, Service Level & AI Usage Agreement for iCRM.
Please read before using our platform.
iCRM includes AI-powered features including WhatsApp AI auto-reply, AI knowledge base, and AI-assisted chatbot. Before using these features, please read and understand the following:
By enabling or using iCRM's AI features, you accept full responsibility for reviewing and validating all AI outputs before use. BizCloud Asia Sdn Bhd is not liable for any loss, damage, or consequence arising from reliance on AI-generated content.
In this Agreement, the following terms have the following meanings:
Your subscription allows you to use the iCRM modules as listed in our quotation, invoice, or order confirmation. Modules may be added or removed by agreement.
You may only use iCRM for your own internal business purposes and not for resale or as a service bureau unless we agree in writing.
You agree not to use iCRM to benchmark, copy features, or conduct competitive analysis on behalf of a direct competitor of BizCloud Asia Sdn Bhd without prior written consent.
For iCRM cloud services, we will:
We are NOT responsible for your internet connectivity, local network, devices, WhatsApp account status, WhatsApp policy changes, third-party integrations, or your customers' phone numbers or WhatsApp access.
You agree that you will:
You acknowledge that BizCloud Asia Sdn Bhd does not review, verify, audit or approve Your Data. You are fully responsible for all data entered into iCRM.
If we reasonably believe your usage is illegal, abusive, or harmful, we may suspend or terminate your access without refund.
You are fully responsible for all data entered into iCRM — including contacts, service cases, membership records, quotations, marketing lists, and WhatsApp message content. All decisions based on iCRM reports or data are your responsibility.
You are responsible for complying with the Malaysian Personal Data Protection Act (PDPA) for the personal data of your customers, employees, and other individuals processed through iCRM. You must inform them that their data may be processed in systems hosted by or supported by BizCloud Asia Sdn Bhd.
When using WhatsApp Business API (WABA) features, you are responsible for complying with WhatsApp Business Terms of Service, Messaging Policy, and Commerce Policy. We are not responsible for any suspension, ban, or restriction imposed on your WhatsApp Business number.
You must only send marketing messages to customers who have opted in and consented to receive them. Sending unsolicited marketing messages via WhatsApp or SMS through iCRM is prohibited and may result in your account being suspended.
Fees and payment terms follow your quotation, invoice, or order confirmation. Unless otherwise stated:
Standard support is provided during Business Hours via WhatsApp, email, and remote channels. After-hours support is on a best-effort basis.
These are targets, not absolute guarantees. Actual resolution time depends on complexity.
We target monthly service availability of 99%, excluding scheduled maintenance, your internet/device issues, WhatsApp platform outages, and force majeure events.
All rights, title and interest in and to iCRM — including source code, database structure, UI design, documentation, and trademarks — remain with BizCloud Asia Sdn Bhd and our licensors. You are granted a limited, non-exclusive, non-transferable right to use iCRM during an active subscription.
Except as expressly stated in this Agreement, iCRM and all related Services are provided on an "as-is" and "as-available" basis. To the maximum extent permitted by law, we disclaim all warranties — express, implied, or statutory — including any implied warranties of merchantability, fitness for a particular purpose, accuracy, and non-infringement.
We do not warrant that iCRM will be error-free, uninterrupted, or meet all of your requirements. Complex software is never wholly free from defects or security vulnerabilities.
To the maximum extent permitted by law, our total aggregate liability for all claims is limited to the total subscription fees actually paid by you during the six (6) months immediately before the first event giving rise to the claim.
We will not be liable for any loss of profit, revenue, business, goodwill, data, or any indirect, consequential, incidental, special or punitive damages.
In particular, we are not liable for losses arising from:
This Agreement starts when you first accept it and continues while you have an active subscription.
We may suspend or terminate your access if you materially breach this Agreement, misuse iCRM, fail to pay fees, or violate WhatsApp policies. Upon termination, access may be disabled. We may provide a limited window for data export upon written request within 30 days of termination.
iCRM integrates with third-party services including WhatsApp Business API (via iSMS), email gateways, BizCloud App, and others. Any fees for these third-party services are between you and the provider. We are not responsible for their uptime, pricing, policy changes, or behaviour.
iSMS may change WhatsApp Business API pricing, features, or policies at any time. We will communicate such changes when we receive notice but are not liable for any impact on your business from such changes.
Each party agrees to protect the other's confidential information and use it only for purposes of providing or using iCRM.
You agree to indemnify and hold BizCloud Asia Sdn Bhd harmless from any claim, loss, damage, cost or liability arising from your use of iCRM in breach of this Agreement or applicable law, or from any content or data you process through iCRM.
Free trials are provided "as-is" without SLA or warranty. Features, usage, and duration may be limited at our discretion. Any data entered during a trial may be deleted when the trial ends. We are not liable for any loss of data after a trial account expires.
iCRM incorporates artificial intelligence, machine learning, large language model (LLM), generative AI, and automated chatbot features — collectively "AI Features". These include but are not limited to: WhatsApp AI auto-reply, AI knowledge base, and AI-assisted customer responses. AI Features may be developed by BizCloud Asia Sdn Bhd or provided through third-party AI providers (such as OpenAI, Google, Anthropic, or others).
You acknowledge and agree that AI Features are probabilistic in nature and may produce outputs that are inaccurate, incomplete, misleading, outdated, biased, or unsuitable for your specific use case. This includes:
AI Features are designed to assist — not replace — human judgment. You are solely and fully responsible for:
We strongly recommend implementing a human review process for any AI-generated content before it is published or acted upon.
AI Features do not constitute and shall not be construed as legal, financial, tax, accounting, medical, HR, compliance, or any other form of professional advice. If professional advice is required, you must consult a qualified professional independently.
iCRM's AI auto-reply is trained on a knowledge base that you configure and maintain. You are solely responsible for the accuracy, completeness, and appropriateness of all Q&A entries in your AI knowledge base. If the knowledge base contains incorrect information, the AI will reply with that incorrect information. We are not responsible for errors arising from incorrectly configured knowledge bases.
AI Features may be updated, modified, replaced with different models, or discontinued at any time as the underlying AI technology evolves. We do not guarantee that any specific AI model will remain in use, that AI outputs will be consistent across sessions, or that a particular AI Feature will continue to be available.
In order for AI Features to function, certain inputs — which may include customer messages and Your Data — may be transmitted to and processed by third-party AI model providers. By enabling or using AI Features, you consent to this data transmission. You are responsible for ensuring that your use of AI Features complies with the Malaysian PDPA and any other applicable data protection laws, including obtaining any necessary consents from your customers.
AI Features are provided strictly on an "as-is" and "as-available" basis. We make no warranty that AI Features will be accurate, reliable, complete, fit for any particular purpose, free from bias, or free from errors. You assume all risk associated with the use of AI Features.
We shall have no liability whatsoever for any loss, damage, penalty, fine, claim, cost or expense arising from:
You agree that you will not use AI Features to:
We implement commercially reasonable technical and organisational security measures to protect iCRM and Your Data. However, no system is completely secure. We do not warrant that iCRM will be immune from hacking, malware, or data breaches.
In the event of a security incident affecting Your Data in our cloud environment, we will use reasonable efforts to contain and remediate the incident and notify you as soon as reasonably practicable.
We are not liable for any breach or data loss arising from your own actions — including weak passwords, shared credentials, phishing, or malware on your devices.
This Agreement is governed by the laws of Malaysia. Any dispute shall be subject to the exclusive jurisdiction of the courts of Malaysia.
We may update this Agreement from time to time. Continued use of iCRM after an update constitutes your acceptance of the updated terms.
We shall not be liable for any delay or failure to perform our obligations under this Agreement caused by events beyond our reasonable control, including natural disasters, acts of God, war, pandemic, government action, failure of telecommunications or internet providers, WhatsApp platform outages, or any failure of third-party systems on which we reasonably rely.
Contact our team — we're happy to clarify any terms before you subscribe.