These Terms and Conditions of Service (the "Terms") govern access to and use of the website www.silia.com (the "Site") and of the Agentic Automation Platform, the AI Agents and other related services (the "Services") provided by Silia Inc ("Silia" or the "Provider"). These Terms are an informational version, for the Site, of Silia Inc's Master Services Agreement (the "Master Agreement"). The contracting, access and use of the Services are governed by the Master Agreement in force and the corresponding Service Schedule; in the event of any difference, those instruments shall prevail according to the order of precedence set out in the Master Agreement.
Silia is a company duly incorporated and existing under the laws of the State of Texas, United States of America, registered under number 806165273, with tax identification number 38-4369227 and its address at 1475 S Price Rd, Chandler, AZ 85286, United States of America.
By registering, accessing or using the Services, accepting a commercial proposal, signing a Service Schedule or making the first payment, the User or Customer acknowledges acceptance of the Master Agreement and its constituent documents, in accordance with the mechanisms it provides. The Privacy Notice is available on this Site. If you do not accept the Master Agreement, you must refrain from using the Services.
1. Definitions
For the purposes of these Terms, the following terms have the meaning given below, whether singular or plural:
- "Account": the individual registration that allows the User to access the Platform.
- "Platform": Silia's software as a service (SaaS) that allows AI Agents to be created, configured, trained, deployed and monitored.
- "AI Agents": virtual assistants based on artificial intelligence, including text agents and voice agents, configured by the Customer through the Platform.
- "Customer Data": all information, content, files, instructions, knowledge bases, personal data and recordings that the Customer or its end users upload, transmit or generate on the Platform.
- "Outputs": the responses, texts, audio, transcripts, summaries and other content generated by the AI Agents from the Customer Data.
- "End Users": the people who interact with the AI Agents deployed by the Customer.
- "Service Schedule": a document or specific conditions shown at the time of contracting, which set out the Services contracted, scope, price and term, and which form part of the Master Agreement.
2. Acceptance and capacity
2.1 To use the Services, the User must be of legal age and have the legal capacity to enter into obligations. If the User acts on behalf of a company or organization, the User represents that they have sufficient authority to bind it on the terms set out here.
2.2 Acceptance may be given electronically, by registering, clicking to accept, accepting a commercial proposal, signing the Service Schedule, making the first payment or first using the Platform, in accordance with the section "Electronic acceptance and formation of the contract" of the Master Agreement. Its validity will be determined under applicable law.
2.3 The contractual documents shall be interpreted in accordance with Clause Twenty-Ninth of the Master Agreement, in the following order of precedence: (1) the specific terms of the Service Schedule, including those shown at checkout; (2) the Master Agreement and its general Terms; (3) the Privacy Notice; and (4) the Acceptable Use Policy. This web version does not replace or modify the Master Agreement.
3. Description of the Services
3.1 Silia offers a technology platform that allows businesses to automate interactions with their customers through text and voice AI Agents, as well as integrations with third-party systems, analytics and monitoring tools, in accordance with the plan or Service Order contracted.
3.2 Silia may carry out updates, modifications, improvements and maintenance of the Software and the Platform under the terms of Clauses Fifth, Sixth and Sixteenth of the Master Agreement. The conditions for notice, availability and continuity shall be governed by that Agreement and the applicable Service Schedule.
3.3 Implementation, custom configuration, training or consulting services shall be governed by the corresponding Service Order.
4. Registration and Account security
4.1 The User agrees to provide truthful, complete and up-to-date information during registration and to keep it current.
4.2 The Customer and the Users under its responsibility must safeguard their credentials, manage access and permissions, and immediately report any incident or misuse, in accordance with Clauses Seventh and Ninth of the Master Agreement. Contractual communications shall be sent to the email addresses indicated in the Service Schedule and registered on the Platform.
4.3 Silia may reject or cancel registrations that contain false information or that breach these Terms.
5. Acceptable use
The User agrees to use the Site and the Services only for lawful purposes and in accordance with these Terms. By way of example and without limitation, it is prohibited to:
- Use the Services for unlawful, fraudulent, deceptive or defamatory activities, or activities that infringe the rights of third parties.
- Make unsolicited calls, messages or campaigns, or process personal data and communications without complying with the law applicable in each country, including do-not-contact registries where they apply.
- Use the AI Agents to impersonate people, to conceal that the End User is interacting with an automated system where the law requires disclosure, or to generate deceptive content.
- Record, transcribe or process End Users' communications or personal data without the required notices, consents or legal bases.
- Upload or transmit viruses, malicious code or any element that may harm or interfere with the Services.
- Carry out automated data extraction (scraping), reverse engineering, decompilation or attempts to access the Platform's source code.
- Attempt to breach the security, authentication or usage-limit mechanisms of the Services.
- Resell, sublicense or make the Services available to third parties without Silia's prior written authorization.
- Use the Services to develop a competing product or service.
6. Use of artificial intelligence and Outputs
6.1 The Customer acknowledges that the AI Agents operate with artificial intelligence models that generate responses probabilistically, so the Outputs may contain inaccuracies, errors or omissions. The Customer is responsible for reviewing, supervising and validating the Outputs before making decisions based on them.
6.2 The AI Agents are not a substitute for professional advice (legal, medical, financial or of any other kind). The Customer must not configure them to make decisions with legal or significant effects on people without adequate human oversight.
6.3 The Customer is solely responsible for the instructions, configurations, scripts and knowledge bases it provides to the AI Agents, as well as for its use of the Outputs towards its End Users.
6.4 To provide the Services, Silia may rely on third-party models and technology providers. Silia will not use Customer Data to train general-purpose artificial intelligence models without the Customer's prior consent. Customer Data will be used exclusively to provide the Services to the Customer, including the training, tuning and improvement of the AI Agents deployed specifically for that Customer. Any use for general-purpose models will require the Customer's express, prior, informed and revocable consent.
7. Plans, pricing and billing
7.1 Prices, plans, usage limits and commercial conditions shall be set out on the Platform and, in particular, in the applicable Service Schedule. The general structure may include a Set-up Fee, Self-service Activation, a recurring license and Additional Services. The currency, taxes and applicable items shall be those indicated in the Service Schedule and the corresponding billing documentation. If the Customer must make a withholding, the Price shall be increased so that Silia receives the agreed net amount, in accordance with Clause Eighth of the Master Agreement.
7.2 Subscriptions shall be charged in monthly, quarterly, semi-annual or annual periods, as set out in the Service Schedule, in advance, with an initial minimum term of twelve (12) months, and shall renew automatically for equal periods unless the Customer gives notice of its intention not to renew at least sixty (60) calendar days before the end of the current period.
7.3 Consumption that exceeds the limits of the contracted plan shall be billed at the overage rates in force.
7.4 Silia shall issue the corresponding invoice or receipt in accordance with the billing details provided by the Customer, the Service Schedule and the regulations applicable to the issuer.
7.5 The Services may be suspended if a payment delay exceeds seven (7) calendar days, in accordance with Clauses Eighth and Tenth of the Master Agreement. Access will be restored once payment is effectively confirmed and the Account is brought up to date.
7.6 Except as provided by applicable law or in the Service Order, payments made are non-refundable.
7.7 Silia may change its prices by notifying the Customer at least sixty (60) calendar days before the renewal date; the new prices will apply from the next renewal period. A Customer who does not agree may choose not to renew, without penalty, by giving notice within thirty (30) calendar days of the notice.
8. Intellectual property
8.1 Silia owns or is licensed all intellectual and industrial property rights in the Site, the Platform, its software, code, algorithms, designs, interfaces, trademarks, logos, trade names and other content (excluding Customer Data). Nothing in these Terms implies an assignment of those rights.
8.2 Subject to compliance with these Terms and payment of the consideration due, Silia grants the Customer a limited, non-exclusive, non-transferable, revocable license, without the right to sublicense, to use the Services during the term of the subscription, solely for its internal business purposes.
8.3 The Customer retains the rights it holds in its Customer Data. The processing, use and training with that data shall be governed by Clauses Twenty-Third, Twenty-Fourth and Twenty-Fifth of the Master Agreement. Nothing in these Terms transfers to the Customer ownership of the intellectual property in the Software, its developments, modules or customizations, unless expressly stipulated in the Service Schedule.
8.4 Silia may use aggregated and anonymized information, which does not identify the Customer or any person, for statistical purposes and to improve the Services.
8.5 If the Customer provides comments or suggestions about the Services, Silia may use them freely without any obligation to compensate.
8.6 The Customer grants Silia a license to its name, trademark, logo and visual identity to personalize the AI Agents intended for the Customer itself and to mention it as a user of the Services in commercial materials, on the terms and to the extent set out in Clause Fourteenth of the Master Agreement.
9. Personal data protection
9.1 Silia shall process personal data in accordance with the law applicable in each jurisdiction, including the Mexican regime where applicable, the GDPR where applicable and the Platform's Privacy Notice, in accordance with Clause Twenty-Third of the Master Agreement. Technical cookies are necessary for operation; analytics and marketing cookies shall be subject to the specific consent provided for in that Agreement.
9.2 With respect to the personal data that the Customer uploads or processes through the Services, the Customer shall be responsible for having the legal basis, the required notices and consents, and for giving the relevant instructions. Silia shall act, where applicable, as Data Processor, in accordance with Clauses Twenty-Third to Twenty-Fifth of the Master Agreement.
9.3 Silia shall implement the security and AI Agent governance measures set out in Clause Ninth of the Master Agreement, including TLS 1.3 or higher encryption in transit and AES-256 at rest, MFA, RBAC, continuous monitoring and data segregation. Security incidents shall be managed and notified to the Customer within twenty-four (24) hours of their discovery, in accordance with the Master Agreement. Certifications shall be governed by its Clause Ninth Bis.
9.4 Silia may use Subprocessors and transfer or process data internationally in accordance with Clauses Twenty-Third and Twenty-Fourth of the Master Agreement. The list of Subprocessors will be made available to the Customer upon reasonable request.
10. Confidentiality
10.1 Each party agrees to keep strictly confidential the non-public information of the other party to which it has access in connection with the Services, and to use it only for the purposes of these Terms.
10.2 Information shall not be considered confidential if it: (i) is or becomes public through no fault of the receiving party; (ii) was already lawfully in the receiving party's possession; (iii) is independently developed; or (iv) must be disclosed by order of a competent authority, in which case the other party shall be notified beforehand where the law permits.
10.3 This obligation shall survive indefinitely, unless the information becomes public by means other than a breach by either party.
11. Third-party services and integrations
11.1 The Services may be integrated with third-party platforms, channels and tools. The Customer shall bear the costs of contracting, maintaining, licensing and renewing the external services needed for its operation, in accordance with Clause Twelfth of the Master Agreement. Silia is not liable for interruptions, changes in policies or prices, or discontinuation by those third parties, on the terms provided there.
11.2 By enabling an integration, the Customer authorizes Silia to exchange with the relevant third party the data needed for it to work.
12. Availability and support
12.1 Silia shall endeavor to keep the Platform available twenty-four (24) hours a day, seven (7) days a week. The committed monthly availability is between 95.0% and 99.0%, depending on the plan, in accordance with Clause Sixteenth and the Service Schedule. Response and resolution times, exclusions and severities are exclusively those set out in those documents.
12.2 Scheduled maintenance, its windows, duration and advance notice shall be subject to Clauses Sixth and Sixteenth of the Master Agreement and the applicable Service Schedule. In the event of a discrepancy between different time references in the Master Agreement, what is set out in the Service Schedule and in the contractual clarifications agreed between the Parties shall prevail.
12.3 Technical support is provided through Silia's internal ticketing system, Monday to Friday from 8:00 a.m. to 5:00 p.m. (Mexico local time), in accordance with Clause Sixteenth of the Master Agreement. There is no emergency channel outside those hours; support resumes the next business day. Silia's channel for contractual notices is the email address indicated in the Service Schedule.
13. Disclaimer of warranties
To the maximum extent permitted by applicable law, the Services are provided "as is" and "as available". Except as expressly provided in these Terms or the Service Order, Silia gives no express or implied warranties, including those of merchantability, fitness for a particular purpose, accuracy of the Outputs or freedom from errors.
14. Limitation of liability
14.1 To the maximum extent permitted by law, Silia shall not be liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, loss of revenue, data, business opportunities or reputation, arising from the use of or inability to use the Services.
14.2 Silia shall not be liable for: (i) decisions made on the basis of the Outputs; (ii) the content or configuration the Customer provides to the AI Agents; (iii) failures of third-party services, networks or providers; (iv) unauthorized access resulting from the User's negligence in safeguarding their credentials; or (v) acts of God or force majeure.
14.3 In accordance with Clause Twelfth of the Master Agreement, Silia's total, maximum and cumulative liability to the Customer is limited to twenty-five percent (25%) of the amount actually paid under the specific Service Schedule giving rise to the claim, during the six (6) months preceding the event that gave rise to it.
14.4 Nothing in this clause shall limit liability that cannot be excluded under applicable law, including the non-waivable rights of consumers.
15. Indemnification
The Customer agrees to defend, indemnify and hold harmless Silia, its shareholders, directors, officers, employees and affiliates from any claim, lawsuit, penalty, damage, loss or expense (including reasonable attorneys' fees) arising from: (i) breach of these Terms; (ii) the Customer Data or the instructions given to the AI Agents; (iii) use of the Services in violation of the law or of third-party rights; or (iv) failure to give the notices or obtain the consents required towards its End Users.
16. Term, suspension and termination
16.1 These Terms shall remain in force while the User uses the Services or maintains an active Account.
16.2 The initial minimum term of the Master Agreement shall be twelve (12) months and shall renew automatically for equal periods, unless written notice of non-renewal is given at least sixty (60) calendar days before the start of the next period, in accordance with Clause Twenty-First. The notice shall be sent to the email address designated for Silia in the Service Schedule.
16.3 Silia may suspend or terminate access to the Services, in whole or in part, when the User breaches these Terms, when their use poses a risk to the security of the Platform or of third parties, or by order of an authority.
16.4 The Customer may request in writing, within thirty (30) calendar days after termination, a first export of its Customer Data at no cost in a standard format. Silia will delete the Data from its production systems within an additional sixty (60) calendar days, subject to exceptions for law, authority and backup cycles, in accordance with Clause Twenty-Second of the Master Agreement.
16.4 bis In the event of a definitive cessation of operations or permanent discontinuation of the Platform in the cases provided for in Clause Twenty-Sixth of the Master Agreement, Silia shall notify the Customer at least ninety (90) calendar days in advance and shall keep the Platform and the Data accessible during that period on the terms of that clause.
16.5 Clauses that by their nature should survive (including intellectual property, confidentiality, limitation of liability, indemnification and jurisdiction) shall remain in force after termination.
17. Changes to the Terms
Silia may modify the Master Agreement in accordance with the section "Modifications to the Terms" of its Preamble. Changes shall apply immediately to new users; for existing users they shall be notified thirty (30) calendar days in advance at the registered email address. In the case of substantial changes to fees, scope or service levels, the objection mechanism provided in the Master Agreement shall be followed.
18. Notices
Contractual notices shall be given exclusively by email: to the Customer, at the address registered on the Platform, and to Silia, at the address indicated in the Service Schedule, in accordance with Clauses Sixteenth and Twenty-Eighth of the Master Agreement. Notices and records on the Platform may serve as electronic means of communication and evidence under the terms of the Master Agreement.
19. General provisions
- Assignment. The Customer may not assign its rights or obligations without Silia's prior written consent. Silia may assign them to its affiliates or in the event of a merger, spin-off or sale of assets.
- Severability. If any provision is declared void or unenforceable, the others shall remain fully valid.
- No waiver. Silia's failure to demand compliance with any provision shall not constitute a waiver of its right.
- Relationship between the parties. Nothing in these Terms creates an employment, partnership, association, agency or mandate relationship between the parties.
- Acts of God or force majeure. Neither party shall be liable for failures arising from causes beyond its reasonable control.
- Entire agreement. The Master Agreement, the Service Schedule, the Privacy Notice and the Acceptable Use Policy make up the entire agreement, with the order of precedence set out in Clause Twenty-Ninth of the Master Agreement. This web publication is a reference summary and does not modify those documents.
20. Contact
For any question, comment or clarification about these Terms, the User may contact Silia through:
Company name: Silia Inc
Address: 1475 S Price Rd, Chandler, AZ 85286, United States of America
Contact email for inquiries: contact@silia.com
Phone: +52 5547050477
Business hours: Monday to Friday, 8:00 a.m. to 5:00 p.m. (Central Mexico time)
© 2026 Silia Inc. All rights reserved.