Terms, Privacy & Refunds

Terms of Service

1. Parties and Definitions

1.1. These Terms of Service (the “Terms”) constitute a binding agreement between Present Training and Guidance, a licensed sole proprietorship (osek murshe) registered in Israel and owned by Ben Friedman, of HaRishonim 100, Haifa, Israel, email hello@viter.io (the “Provider”, “we”, “us”), and the person or entity that accepts these Terms (the “Customer”, “you”).

1.2. In these Terms:

• “Service” means JAMEs, the Provider’s software-as-a-service for the administration of Atlassian Jira Cloud sites, including its web application, AI assistants and related documentation.
• “Connected Site” means a Jira Cloud site to which the Customer connects the Service.
• “Customer Data” means all data retrieved from a Connected Site or otherwise submitted to the Service by or on behalf of the Customer.
• “Change Plan” means a description, generated by the Service, of one or more changes proposed to be made to a Connected Site.
• “Approved Change Plan” means a Change Plan that an Authorized User has expressly approved for execution in the Service.
• “Deviating Change” means a change made to a Connected Site by the Service that was not included in, or that differs from, an Approved Change Plan.
• “Subscription Plan” means the Free, Pro or Premium plan selected by the Customer, and “Credits” means units of Service usage included in a Subscription Plan or purchased separately.
• “Authorized User” means the account owner and any member the account owner invites to the Customer’s account.

2. Acceptance and Scope

2.1. The Customer accepts these Terms by selecting the acceptance checkbox during registration or by using the Service. A person accepting these Terms on behalf of an organization represents and warrants that they are authorized to bind that organization, in which case “Customer” refers to that organization.

2.2. These Terms govern the Service only. Consulting, implementation, administration and software development services provided by the Provider are governed exclusively by a separate written agreement between the Provider and the relevant client, and these Terms do not apply to them.

2.3. The Privacy Policy, the Refund & Cancellation Policy and the Data Processing Agreement (the “DPA”) set out on or linked from this page form part of these Terms.

3. Eligibility

3.1. The Service is intended for business use only. The Customer represents that it uses the Service for purposes relating to its trade, business or profession, and that each Authorized User is at least 18 years of age.

4. Beta Status

4.1. The Service is offered as a beta release. The Provider may add, modify, suspend or discontinue any feature of the Service at any time. The Provider does not warrant any level of availability, uptime or performance.

4.2. The Provider may end the beta status of the Service by notice to the Customer. These Terms shall continue to apply after the beta status ends, save to the extent the Provider publishes amended Terms in accordance with Section 17.

5. Accounts

5.1. The Customer shall provide accurate registration information and keep it up to date. Each login may be used by one individual only.

5.2. The Customer is responsible for maintaining the confidentiality of its login credentials and for all activities performed under its account, including all activities of Authorized Users and all Credits they consume.

6. Connection to Jira

6.1. The Service supports Atlassian Jira Cloud only.

6.2. The Customer connects the Service to a Connected Site by supplying an Atlassian API token. The Customer represents and warrants that it is authorized to use that API token on the Connected Site and to permit the Service to access and modify the Connected Site as described in these Terms.

6.3. The Service acts on the Connected Site solely with the permissions of the Atlassian account to which the API token belongs. The Customer is solely responsible for determining those permissions.

6.4. The Service accesses the configuration of the Connected Site (including projects, workflows, fields, screens, permissions, users, issue types and request types); issues and their contents, to the extent required to perform a diagnosis or other task requested by an Authorized User; and automation rules, where the Customer uses the automation features of the Service.

6.5. The Customer may elect to store its API token in the Service, in which case the token is encrypted at rest, or to use it for the current session only, in which case the token is not written to the Provider’s database.

6.6. The Customer acknowledges that an Atlassian API token grants access to the Connected Site with the permissions of the Atlassian account to which it belongs, and the Customer accepts the risks that arise from supplying an API token to the Service. The Customer is responsible for limiting the permissions of that account to those required, and for revoking the API token in Atlassian when it is no longer required or where the Customer suspects that it has been obtained by any unauthorized person.

6.7. The Provider shall maintain reasonable technical and organizational measures to protect API tokens stored in the Service. The Provider shall not be liable for any use of an API token other than by the Service, including any use by a third party, however that third party obtained the API token.

6.8. The Customer’s use of Jira remains subject to the Customer’s agreements with Atlassian.

7. Change Plans and Execution

7.1. The Service is designed to make changes to a Connected Site only as set out in an Approved Change Plan. Before a change is executed, the Service checks that the type of change and the object it affects are included in the Approved Change Plan. Any change that is not included in, or differs from, an Approved Change Plan is a Deviating Change (see Section 15).

7.2. The Customer is solely responsible for reviewing each Change Plan before approving it. By approving a Change Plan, the Customer instructs the Provider to execute the changes set out in it and accepts responsibility for those changes and their consequences.

7.3. Functions for deleting objects from a Connected Site are available only on the Premium plan. For this purpose, deleting means removing a configuration object itself (a screen, screen tab, screen scheme, issue type screen scheme, field configuration, field configuration scheme, issue type, issue type scheme, workflow, workflow scheme or request type); removing an item from, or unlinking it from, a screen, scheme, context, role or group is not a deletion. A deletion is executed only after an Authorized User has approved the Change Plan that includes it and has then separately confirmed the deletion. Deleted objects may not be recoverable. The Service may offer to reverse a change where technically possible; reversal of any change is not guaranteed.

8. AI-Generated Output

8.1. Responses, analyses and Change Plans produced by the Service are generated by artificial intelligence and may be inaccurate, incomplete or unsuitable for the Customer’s purposes. Output does not constitute professional advice.

8.2. The Customer is solely responsible for evaluating output before relying on it and for any decision taken on the basis of output.

9. Acceptable Use

9.1. The Customer shall not, and shall ensure that its Authorized Users do not:

1. use the Service in breach of any applicable law or of any third party’s rights;
2. connect the Service to a Jira site that the Customer is not authorized to administer;
3. resell, sublicense or otherwise make the Service available to any third party;
4. attempt to gain unauthorized access to the Service, to other customers’ data or to the Provider’s systems;
5. probe, scan or test the vulnerability of the Service, or impose an unreasonable load on it;
6. copy, modify, reverse engineer or create derivative works of the Service, except to the extent such restriction is prohibited by law; or
7. use the Service to develop a competing product or service.

10. Fees, Billing and Payment

10.1. Fees for Subscription Plans and Credits are displayed in the Service at the time of purchase. The Free plan is provided without charge.

10.2. All payments are processed by Paddle.com Market Ltd (“Paddle”), which acts as the merchant of record for every transaction. Paddle collects payment, applies any applicable sales tax or VAT and issues invoices. Each purchase is additionally subject to Paddle’s Buyer Terms. The Provider does not receive or store payment card details.

10.3. Subscription Plans renew automatically at the end of each billing period until cancelled.

10.4. If a renewal payment fails, Paddle may retry the payment. The Customer may continue to use Credits already available in its account. When those Credits are exhausted, the account is paused until payment succeeds. Customer Data is retained during the pause in accordance with the Privacy Policy.

10.5. The Provider may change its fees with effect from the Customer’s next billing period by giving reasonable advance notice.

11. Cancellation, Suspension and Termination

11.1. The Customer may cancel a paid Subscription Plan at any time via “Manage subscription” in the Billing section of the Service. Cancellation takes effect at the end of the current billing period, after which the account reverts to the Free plan. Refunds are governed by the Refund & Cancellation Policy.

11.2. The Customer may delete its account at any time by written request to hello@viter.io.

11.3. The Provider may suspend or terminate the Customer’s access to the Service if the Customer breaches these Terms. Where reasonably practicable, the Provider shall give prior notice and an opportunity to export Customer Data.

11.4. Upon deletion or termination of an account: (a) all rights of access to the Service cease; (b) the Provider shall delete the Customer Data and account data held in the Service within thirty (30) days after the deletion or termination takes effect, save for data that the Provider is required by law to retain. Copies contained in backups are deleted when those backups expire, no later than thirty (30) days after that deletion; if a backup is restored in the meantime, the Provider shall delete that data again; (c) the Customer may request an export of its data before deletion; and (d) deletion of an owner account terminates the access of all Authorized Users of that account.

11.5. Changes executed on a Connected Site before termination remain in the Connected Site and are not reversed by termination.

11.6. Sections 7.2, 8, 12, 14, 15, 16, 18 and 19 survive termination.

12. Intellectual Property

12.1. The Service, including its software, design, documentation and trademarks, is and remains the exclusive property of the Provider. Subject to these Terms, the Provider grants the Customer a non-exclusive, non-transferable, revocable right to use the Service for its internal business purposes during the term of its account.

12.2. As between the parties, the Customer retains all rights in the Customer Data. The Customer grants the Provider a limited right to process Customer Data solely to provide the Service to the Customer.

12.3. The Provider may use any feedback provided by the Customer regarding the Service without restriction or obligation.

13. Customer Data and Privacy

13.1. The Provider processes personal data in accordance with the Privacy Policy. To the extent the Provider processes personal data contained in Customer Data on behalf of the Customer, it does so as a processor in accordance with the DPA, which the Customer accepts together with these Terms.

13.2. The Provider does not sell Customer Data, does not use Customer Data for advertising, and does not use Customer Data to train artificial intelligence models.

14. Warranties and Disclaimers

14.1. The Provider warrants that (a) API tokens stored in the Service are encrypted at rest; and (b) the Service is designed to execute changes on a Connected Site only in accordance with an Approved Change Plan.

14.2. Save as expressly set out in Section 14.1 and to the fullest extent permitted by law, the Service is provided “as is” and “as available”, without warranties of any kind, whether express, implied or statutory, including warranties of merchantability, fitness for a particular purpose, accuracy, non-infringement and uninterrupted or error-free operation.

15. Limitation of Liability

15.1. Scope of liability. The Provider’s liability arising out of or in connection with the Service is limited to loss or damage caused by a Deviating Change. The Provider shall have no liability for:

1. any change executed in accordance with an Approved Change Plan, or the consequences of such a change;
2. the content of any AI-generated output, or any decision or action taken in reliance on it;
3. the Customer’s use of the Service, of the Connected Site or of any other system;
4. any act or omission of Atlassian or of any other third-party platform; or
5. any use of an API token other than by the Service, as set out in Section 6.7.

15.2. Excluded damages. In no event shall the Provider be liable for any indirect, incidental, special, consequential or punitive damages, or for any loss of profits, revenue, business, goodwill or data, however arising.

15.3. Cap. The Provider’s total aggregate liability arising out of or in connection with these Terms and the Service shall not exceed the fees paid by the Customer for the Service in the three (3) months immediately preceding the event giving rise to the claim.

15.4. Non-excludable liability. Nothing in these Terms excludes or limits any liability that cannot be excluded or limited under applicable law, including liability for fraud or wilful misconduct, or liability owed to individuals under applicable data protection law.

16. Indemnity

16.1. The Customer shall indemnify and hold harmless the Provider against all claims, losses, damages, costs and expenses (including reasonable legal fees) arising out of (a) the Customer’s breach of Section 6.2 or Section 9; or (b) any claim by a third party that the Customer Data, or the Provider’s processing of it in accordance with these Terms, infringes that third party’s rights or applicable law.

17. Amendments

17.1. The Provider may amend these Terms by giving notice in the Service or by email to the account owner before the amendment takes effect.

17.2. Amendments that materially reduce the Customer’s rights shall apply to the Customer only once an Authorized User has accepted them. If the Customer does not accept such an amendment, the Customer may terminate its account in accordance with Section 11.

18. Governing Law and Jurisdiction

18.1. These Terms are governed by the laws of the State of Israel, without regard to its conflict-of-laws rules.

18.2. The competent courts of Haifa, Israel, shall have exclusive jurisdiction over any dispute arising out of or in connection with these Terms, without prejudice to any mandatory rights a party may have under the law of its place of residence.

19. General

19.1. Assignment. The Customer may not assign or transfer these Terms without the Provider’s prior written consent. The Provider may assign these Terms in connection with a transfer of all or part of its business.

19.2. Force majeure. Neither party is liable for failure or delay in performance caused by circumstances beyond its reasonable control, including failures of Atlassian, hosting providers or AI model providers.

19.3. Notices. Notices to the Customer may be given by email to the account owner’s registered address or in the Service. Notices to the Provider shall be sent to hello@viter.io.

19.4. Severability. If any provision of these Terms is held invalid or unenforceable, the remaining provisions remain in full force and effect.

19.5. Entire agreement. These Terms, together with the documents referred to in Section 2.3, constitute the entire agreement between the parties regarding the Service.

19.6. No waiver. A failure to enforce any provision of these Terms does not constitute a waiver of that provision.

19.7. Language. These Terms are drawn up in English. Any translation is provided for convenience only; the English version prevails.

Privacy Policy

1. Controller

1.1. The controller of the personal data described in this Privacy Policy is Present Training and Guidance, a licensed sole proprietorship (osek murshe) owned by Ben Friedman, HaRishonim 100, Haifa, Israel (“we”, “us”). Contact for all privacy matters: hello@viter.io.

1.2. This Privacy Policy applies to the JAMEs service (the “Service”).

1.3. Where we process personal data contained in data retrieved from a customer’s Jira site, we act as a processor on behalf of that customer, in accordance with our Data Processing Agreement. Requests from individuals concerning such data should be directed to the relevant customer, and we will assist the customer in responding.

2. Personal Data We Process

2.1. Account data. Account email address; password (stored only as an Argon2 hash); subscription status and payment outcomes received from Paddle (we do not receive payment card details); usage metering (tokens and Credits consumed); and correspondence you send us.

2.2. Jira credentials. Your Atlassian API token, either (a) stored encrypted with AES-256-GCM using per-user derived keys, or (b) at your election, held for the session only in encrypted form in your browser and never written to our database.

2.3. Jira data. Configuration data of the connected Jira site; issues and their contents, where required for a diagnosis or other task you request; and automation rules, where you use the automation features. Jira data may include personal data of the site’s users and of other individuals, such as names, email addresses, account identifiers and any personal data contained in issue content.

2.4. Conversations and history. The content of your conversations with the Service’s AI assistants, including Jira data retrieved during them, and the history of automation-rule changes.

3. Purposes and Legal Bases

4. Retention

4.1. The periods for conversation history run from the most recent message in a conversation, so a conversation that is still in use is kept as a whole (an internal copy of individual turns may be removed earlier, turn by turn). Removed conversations may remain in backup copies for up to a further thirty (30) days. On the Free plan, conversations are removed from your view when you sign out but remain stored in our database for 30 days.

4.2. Account data, stored API tokens, automation rules and all other Service data are retained for as long as your account exists and are deleted within thirty (30) days after deletion of the account. Backup copies expire within a further thirty (30) days. You may remove a stored API token at any time.

4.3. Operational telemetry (Langfuse) is retained for 30 days. Our AI model provider (Anthropic) retains inputs and outputs for up to 30 days in accordance with its standard retention policy.

4.4. Payment and tax records are retained by Paddle as required by law.

4.5. A record of each change the Service makes to a Connected Site is kept for as long as your account exists. It is not shown in the Service; you may request a copy at any time from hello@viter.io.

4.6. Usage records (Credits and AI tokens consumed per request, without conversation content) are kept for as long as your account exists, to calculate Credits and answer billing questions.

4.7. Automation-rule change history is recorded only on the Pro and Premium plans, when automation rules are imported from Jira. For rules that are not deleted, entries older than the period shown in the table are removed at the next import; the most recent entry for each rule is kept regardless of its age. When a rule is deleted in Jira, the Service marks it as deleted and stops updating it; its change history is then kept unchanged until your account is deleted. If the same rule reappears in Jira, the Service resumes updating it, and it is treated like any other rule that is not deleted. If you move to the Free plan, change history already recorded is no longer shown in the Service but is kept until your account is deleted.

4.8. On the Premium plan, the History list shows conversations from the last 30 days. A conversation older than 30 days can still be opened from a saved link until it is deleted from our database after 90 days.

5. Recipients

5.1. We disclose personal data only to the following service providers, each acting on our instructions, and to Paddle as an independent controller:

5.2. We may also disclose personal data where required by law or by a binding order of a competent authority.

6. International Transfers

6.1. We are established in Israel, which is recognized by the European Commission as providing an adequate level of protection for personal data. The Service is hosted in Germany.

6.2. Where personal data is transferred to a recipient in a country without an adequacy decision, including the United States, the transfer is made under the Standard Contractual Clauses adopted by the European Commission or another transfer mechanism recognized under applicable data protection law.

7. Cookies and Browser Storage

7.1. The Service uses only strictly necessary storage: a session refresh token in an httpOnly cookie and session state in browser storage. The Service does not use advertising or analytics cookies.

8. Artificial Intelligence

8.1. The Service uses AI models provided by Anthropic to analyze Jira data and generate responses and Change Plans. No change is made to a Jira site without the express approval of a human user. The Service does not make decisions producing legal or similarly significant effects concerning individuals.

8.2. We do not use personal data or Jira data to train AI models, and Anthropic’s commercial terms prohibit it from training models on customer content.

9. Security

9.1. We implement technical and organizational measures appropriate to the risk, as described on our trust & security page and in Annex II of the Data Processing Agreement.

10. Your Rights

10.1. Subject to applicable law, including the GDPR and the Israeli Protection of Privacy Law, 5741-1981, you have the right to: access your personal data; rectify inaccurate data; erase your data; restrict processing; object to processing based on legitimate interests; and receive your data in a portable format.

10.2. To exercise these rights, email hello@viter.io. We may verify your identity before responding. We respond within one month of receipt; where permitted by law, this period may be extended by up to two further months, in which case we will inform you of the extension and its reasons.

10.3. You have the right to lodge a complaint with a data protection supervisory authority, in particular in the EU Member State of your habitual residence, place of work or place of the alleged infringement, or with the Israeli Privacy Protection Authority.

11. Children

11.1. The Service is not directed to persons under 18 years of age, and we do not knowingly collect their personal data.

12. Changes to this Privacy Policy

12.1. We may amend this Privacy Policy. The current version is published on this page with its date of last update. Material changes are notified to account owners by email or in the Service before they take effect.

Refund & Cancellation Policy

1. This policy applies to purchases of the JAMEs Service, namely paid Subscription Plans and Credit packs. It does not apply to consulting or development engagements, which are governed by the payment terms of the relevant agreement.

2. Cancellation of Subscription Plans. A paid Subscription Plan may be cancelled at any time via “Manage subscription” in the Billing section of the Service. The Subscription Plan remains active until the end of the current billing period, after which the account reverts to the Free plan. No partial or prorated refunds are issued for unused portions of a billing period. Credits already purchased remain in the account after the move to the Free plan and may be used within the limits of the Free plan.

3. Credit packs. A Credit pack is refundable only if no Credit from that pack has been used and the refund is requested within fourteen (14) days of purchase. Once any Credit from a pack has been used, that pack is non-refundable.

4. Billing errors. Duplicate charges and other billing errors are refunded in full upon notification to hello@viter.io.

5. Other requests. Any other refund request may be submitted to hello@viter.io and is decided at the Provider’s discretion.

6. Processing. As Paddle is the merchant of record, approved refunds are issued by Paddle to the original payment method.

7. Statutory rights. Nothing in this policy limits any mandatory refund or withdrawal right under the consumer protection law applicable to you. Such rights are honoured through Paddle.

Legal Notice (Impressum)

Service provider: Present Training and Guidance, licensed sole proprietorship (osek murshe) registered with the Israel Tax Authority

Owner and person responsible for content: Ben Friedman

Address: HaRishonim 100, Haifa, Israel

Email: hello@viter.io

VAT identification number: the Provider does not hold an EU VAT identification number.