Terms of Service

1. Agreement

These Terms of Service ("Terms") are an agreement between you and Sumgrey OÜ, Olevi 30-77, Kohtla-Järve, Estonia ("Sumgrey", "we"), which operates Caller.ee ("the Service"). By creating an account you accept these Terms, the Privacy Policy and the Data Processing Agreement, which forms part of them. If you use the Service on behalf of an organisation, you confirm that you are authorised to accept them for that organisation, and "you" means that organisation.

The Service is intended for businesses and professionals, not for consumers.

2. The Service and beta status

Caller.ee transcribes and analyses the call recordings you upload, producing transcripts, AI-generated evaluations and analytics. The Service is currently offered in public beta: features, limits and plans may change as the product evolves, and occasional interruptions may occur. We will communicate material changes that affect your account.

AI-generated output (transcripts, scores, summaries, the assistant's answers) is produced automatically and may contain errors. It is provided as decision support, not as a substitute for your own judgment, and should not be treated as legal or compliance advice.

3. Your account

You are responsible for the accuracy of your account information, for keeping your credentials confidential and for all activity under your account. Notify us promptly at caller@sumgrey.com if you suspect unauthorised access.

You may give other people access to your account, each with the role you choose and up to the number your plan allows, and also the agents of your team, who see only their own calls. Each person signs in with credentials of their own, which are not to be shared. Whoever accepts an invitation accepts these Terms and acts in the account on your behalf: you answer for what they do in it and for being entitled to give them that access, and you can remove it at any time.

You must not create several accounts, or delete an account and create it again, in order to obtain more of the free allowances.

4. Your content and your responsibilities

You retain all rights to the content you upload: recordings, documents and data. You grant Sumgrey a limited licence to process that content solely to provide the Service to you (transcription, analysis, storage, search). We do not use your content to train AI models. We share it only with the providers listed in the Privacy Policy and in the Data Processing Agreement, which act on our instructions.

You are responsible for having the legal right to record, upload and process the calls you submit. In particular, it is for you to:

• tell the people on the calls, both your customers and the people who work for you, that calls are recorded and analysed, and have a legal basis for doing so;
• comply with the rules on monitoring employees that apply to you, including informing or consulting workers' representatives where the law requires it;
• upload nothing that is unlawful or that infringes the rights of others.

5. Using the results about people

The Service produces scores and summaries; it takes no decisions. If you use its results in decisions that significantly affect a person who works for you, such as pay, discipline or dismissal, a person with the authority to change the outcome must review them: data protection law (Art. 22 GDPR) restricts decisions based solely on automated processing.

The EU Artificial Intelligence Act classes AI systems used to monitor and evaluate workers as high-risk. Its obligations for such systems apply from 2 December 2027; from then on an employer that uses one must, among other things, inform the affected workers and their representatives beforehand and keep human oversight of its use. Before that date we will publish what the Act requires of us as the provider and what it requires of you. Laws that already apply may ask the same of you today: in Spain, for example, the works council must be informed about algorithms that affect working conditions.

The Service does not infer the emotions of people at work, and you must not use it to do so.

6. Acceptable use

You agree not to misuse the Service: no attempts to breach security or access other customers' data, no reverse engineering, no reselling of the Service without our written consent, no use that violates applicable law, and no automated abuse of limits or infrastructure.

7. Plans and limits

The Service is currently available under a free plan. A plan gives you an allowance of minutes of audio for each 30-day period, with the analysis of every call included, and sets limits on the length and size of a call, on the number of files per upload, on storage and on the number of agents, templates and other items. The current figures are shown in the application (Settings, Plan and usage) and in the documentation.

On the free plan, storage is an allowance for the life of the account: it counts everything you upload, and deleting recordings or documents does not give it back. When it is used up you need another plan to keep uploading; everything you already have stays available. Analysing the same calls again is included up to a ceiling per period, which the application shows as you approach it.

Limits are enforced automatically. What an account had used of the free plan is remembered for 12 months after the account is deleted, as the Privacy Policy explains. Paid plans will be introduced with their own prices and terms; free accounts will not be charged retroactively. Limits may be adjusted for an account by agreement.

8. Data protection

For the personal data in your content you are the controller (or the processor of your own clients) and we are your processor. The Data Processing Agreement sets out our obligations and forms part of these Terms. Your content is stored and processed in the European Union, by us and by the providers listed there. You can delete any call, and your account with everything in it, at any time from the application.

9. Disclaimer and limitation of liability

The Service is provided "as is" during the beta period. To the maximum extent permitted by law, Sumgrey's aggregate liability arising from or related to the Service is limited to the amounts you paid for the Service in the twelve months preceding the claim (or €100 if you have paid nothing). Nothing in these Terms excludes liability that cannot be excluded under applicable law.

10. Termination

You may stop using the Service and delete your account at any time. We may suspend or terminate accounts that violate these Terms, with notice where reasonably possible. Upon account deletion, your content is removed as described in the Privacy Policy.

11. Changes to these Terms

We may update these Terms as the Service evolves. We will publish the new version on this page and, for material changes, notify account holders by email or in the application at least 30 days before they apply. Continued use of the Service after the changes take effect constitutes acceptance; if you do not agree, you can delete your account before then.

12. Governing law, language and contact

These Terms are governed by the laws of the Republic of Estonia. They are published in English and Spanish; if the two versions differ, the English one prevails. Questions about these Terms: caller@sumgrey.com.