Terms of service

Version 0

Beta text (placeholder, version 0). OmnaBase wrote this text for the closed beta; a lawyer-reviewed version will replace it and will be put to every workspace owner with the date it takes effect. Until then nothing is asked of you beyond what is written here.

1. Who we are and what these terms cover

OmnaBase is a support inbox for software companies, provided by Kriesi Media GmbH, Lange Gasse 50, 1080 Vienna, Austria ("we", "us"; full details in the imprint). These terms govern the use of the service at omnabase.com and its subdomains by a company or other organisation (the "customer", "you") and by the people the customer invites into its workspace.

OmnaBase is offered to businesses only. By creating a workspace you confirm that you act for a business or organisation, not as a consumer.

2. The beta

The service is in a closed beta. This means:

• Features, limits and plans can change, and some features may be removed again, while we learn what works. We announce changes that affect your workspace in the app or by mail.
• We may interrupt the service for maintenance and improvements without notice; we try to keep interruptions short and outside business hours.
• The Beta plan is free of charge for the duration of the beta. Before the beta ends we tell you which plans are available and give you at least 30 days to choose one or export your data.
• Please report problems you see; that is what the beta is for. Reports do not oblige us to anything, but they are read.

3. Your account and your workspace

• A person signs in with their e-mail address and a code sent to it. You keep your sign-in private and tell us at once if you suspect misuse.
• A workspace belongs to the customer. The person who creates it is its owner and accepts these terms for the customer; the owner can transfer ownership to another member.
• The owner and the workspace's administrators decide who joins the workspace, what each member may do, and which settings apply. The customer is responsible for what its members do in the workspace.
• You are responsible for the content you bring into the workspace: tickets, knowledge base articles, uploaded files, connected websites, repositories and systems. You must have the right to use that content.

4. Acceptable use

You may not use OmnaBase to:

• send unsolicited mail; the service sends mail only in reply to messages your customers sent you, or to your own team members;
• store or send content that is unlawful, infringes others' rights, or contains malware;
• try to access another customer's workspace or data, probe the service's security, or overload it;
• connect systems, websites or repositories you have no right to connect;
• resell the service or offer it to third parties as your own.

We enforce fair-use limits (for example on mail volume, storage and AI usage) to protect the service and other customers. The limits are shown in the app. We may suspend a workspace that breaks these rules or the limits in a way that harms others; where possible we warn first and lift the suspension once the problem is solved.

5. The AI assistant

• OmnaBase's assistant reads a ticket together with your knowledge base and drafts an answer. By default a person reviews every draft before it is sent.
• Where you switch automatic replies on, the assistant sends sure answers itself. Every automatic reply carries a footer saying it was written by the assistant and that a person will read the customer's answer.
• The assistant can be wrong. You remain responsible for every reply that leaves your workspace, including automatic ones; please check the assistant's work and set its limits (the confidence threshold, the spend cap, the projects it may answer for) to suit your business.
• AI usage is measured in credits. Each plan includes a number of credits per month; credits can also be bought as packs. Which actions cost credits is shown in the app before you use them.
• The assistant uses AI models from the providers named in the privacy policy. Your ticket text and knowledge base excerpts are sent to them to produce a draft; they are not used to train the providers' models under the agreements we have with them.

6. Members' own AI

A workspace may allow its members to connect their own AI app (for example their own Claude or ChatGPT subscription) to the workspace through OmnaBase's connector. The switch "Members may connect their own AI" is off until the workspace's owner turns it on, and the workspace decides whether to allow it and for whom. A connected AI acts as the member, with the member's rights: it reads what the member may read and writes notes, reply drafts, tags, the status and the assignee, each marked as the member's AI; it never sends a reply to a customer. The member's AI provider is the workspace's and the member's choice, not ours; the customer, as the controller of its customers' data, decides whether to allow it and answers for the customer data its members' AI apps receive.

7. Plans, payment and credits

• Paid plans are billed monthly in advance, in euro, by card through our payment provider Stripe. Prices are shown net of VAT; VAT is added where it applies. You can change or cancel your plan in the app; a cancellation takes effect at the end of the paid period, a downgrade likewise, an upgrade at once.
• Included credits are granted at the start of each billing period and expire at its end. Bought credit packs do not expire with the period. Auto-reload, where you switch it on, buys a pack when your balance falls below the limit you set, charging the saved card.
• If a payment fails we tell you and retry; if it keeps failing the workspace falls back to the free plan after the retry period, and its data stays available within the free plan's limits.
• Refunds are not owed for periods already started, except where the law requires them or where we decide to refund as a goodwill gesture. If a payment is reversed by your bank, the credits it bought are removed.
• Beta: the Beta plan is free; no payment is taken for it.

8. Your data

• Everything you and your customers put into the workspace stays yours. We process it only to provide the service, as described in the privacy policy and the data processing agreement, which forms part of these terms for the customer data you process with OmnaBase.
• You can export your workspace's data at any time from the settings, as files readable without our software, and delete a workspace. A deleted workspace can be brought back within 7 days; after that its data is removed as the DPA describes.
• We keep backups for operational safety as described in the privacy policy; deleted data remains in backups until they age out.

9. Availability, support, warranty

• We aim to keep the service available around the clock, but during the beta we make no availability promise. The current state is shown at status.omnabase.com.
• Support is given through the "Get help" entry in the app and by mail. We answer during Austrian business hours.
• The service is provided as it is. To the extent the law allows, we give no warranty that it is free of errors, fits a particular purpose, or that the assistant's answers are correct.

10. Liability

To the extent the law allows, we are liable only for damage caused intentionally or by gross negligence, and for personal injury. We are not liable for slight negligence, for lost profit, for indirect or consequential damage, or for data loss where you could have prevented it by exporting your data. Our total liability towards a customer in a year is limited to the fees that customer paid us in the twelve months before the event; during the free beta this amount is nil, and the limitation to intent and gross negligence applies.

11. Term, termination and the end of the beta

• These terms apply as long as you have a workspace. You can delete your workspace at any time; we can end the service for a workspace with 30 days' notice, or without notice where section 4 applies.
• When a workspace ends, section 8 governs the export and the deletion of its data.
• When the beta ends, the Beta plan is replaced by the plans then offered; section 2 describes the notice you receive.

12. Changes to these terms

We may change these terms. A new version has a new date; the workspace owner is asked to accept it in the app before the workspace continues to use the service, and we point out the material changes. Where a change only reflects the law or a new feature, acceptance may be by continued use after 30 days' notice.

13. Law and jurisdiction

Austrian law applies, excluding its conflict-of-law rules and the UN Sales Convention. The courts competent for Vienna's first district have exclusive jurisdiction, to the extent the law allows such an agreement between businesses.

If a provision of these terms turns out to be invalid, the rest stays in force; the invalid provision is replaced by what comes closest to its purpose.

Kriesi Media GmbH, Vienna, 2026.