This Service Description forms part of the Vesence agreement together with the applicable Order Form, the General Terms and Conditions, the Data Processing Agreement, and Vesence's Security Requirements. Defined terms used here have the meaning given to them in other parts of the agreement.

1. General

1.1 The Vesence Services

1.2 Security for Customer Data within the Services

Vesence prioritizes security across its Services and has implemented measures to protect Customer Data:

• Each of the Services supports Single Sign-On (SSO) for secure and seamless access.
• The Customer Data is only processed instantaneously and deleted ongoing within the Services, meaning that no Customer Data is retained within the Services, except for Customer Data included in so-called "agents" created by the Customer (only applicable to the Vesence Web App), which will be retained until deleted by the Customer.
• All Customer Data processed by Vesence on Customer's behalf is processed strictly within the EU/EEA, adhering to regional privacy standards.
• Vesence ensures that Customer Data is not used for training purposes, maintaining the confidentiality of the information. However, Vesence may collect, use and disclose quantitative data derived from the Customer's use of Services (such as statistics regarding the features used), for industry analysis benchmarking, analytics, marketing, and other business purposes. In order for Vesence to technically derive such data, Vesence must temporarily collect information about the User's email and name from which the data originates. This personal data will be anonymized or deleted when it is no longer required for Vesence purposes listed above.
• Customer Data is encrypted both during transmission and when stored.
• Vesence has a SOC 2 Type II attestation report.

1.3 Technical requirements

The Customer agrees that the installation and use of the Services are subject to the following technical requirements, or any other instructions as communicated from time to time by Vesence:

• Access to the internet and a valid Microsoft 365 subscription license that supports the relevant Microsoft Office add-in. Perpetual or non-subscription versions of Microsoft Office are not supported.

1.4 Integrations with document management systems

The Services can be integrated with document management systems as offered by Vesence from time to time.

1.5 Optional AI Models

Vesence Services consist of third party AI models generating output. Personnel with administrative privileges may authorise, or opt out from, different AI Models permitted to be used in providing the Services. The third party supplier for AI models whitelisted by the Customer, will be Sub-processors as further described in the DPA. The Sub-processor list referred to in the DPA stipulate which third party supplier of AI models are mandatory or optional for the use of the Services.

2. Service Descriptions

2.1 Vesence Word

2.1.1 Description

Vesence Word enables Users to perform document review and access drafting functions directly within Microsoft Word. Through Vesence Word, Users can configure checks relating to definitions, editing, references, validity and applicable style guides, and can analyse a document together with other connected documents. Users can ask questions about the content of a document, use additional documents as background material or context and obtain drafting support.

2.2 Vesence Excel

2.2.1 Description

Vesence Excel provides data-aware assistance for analytical workflows, including formula generation, dataset interpretation, and data validation. Supports transformation and consistency checks within spreadsheets.

2.3 Vesence PowerPoint

2.3.1 Description

Facilitates slide content generation and refinement, with support for narrative structuring, layout consistency, and messaging alignment across presentations.

2.4 Vesence Outlook Assist

2.4.1 Description

The Vesence Microsoft Outlook Add-in enables Users to access an AI assistant that can draft and refine emails and apply a tracked-changes functionality to monitor, review, and manage revisions within email communications. Users can rename attached documents in an email and get assistance in answering questions about or summarizing attached documents.

2.5 Vesence Web App

2.5.1 Description

The Vesence Web Application ("Web App") is a dynamic platform designed to empower Users with advanced capabilities for document creation. This application facilitates interactive chat sessions, enabling Users to draft and refine textual content efficiently, create agents, and save historical chats. It also supports the production and review of Word, PDF, and Excel documents, streamlining the workflow for professionals.

3. Customer Support

Vesence provides, on a best effort basis, customer support for the Services. Support may be requested by any User at Customer (should the Administrator not be able to resolve the support matter). The 1st level support includes (solely in relation to the Services) troubleshooting, technical assistance, bug fixes and remedy of other defects in the Services.

All 1st level support matters shall be initiated by e-mailing Vesence's customer support desk at support@vesence.com.

The Customer's ticket shall include a detailed description of the issue at hand, including screenshots and any other information or material necessary for Vesence to assess the issue.

4. Service Levels

"Response Time" is the interval between when a ticket is submitted by a Customer and when Vesence provides an initial acknowledgment or reply, indicating that the issue is actively being worked on by a qualified technician.

"Business Days" are defined as the days from Monday through Friday, excluding public holidays observed in Sweden.