Acceptable Use Policy

1. General use

1.1. The Customer is responsible for all use of the Services under its account, including use by its Users and any third parties who access the Services through the Customer’s account.

1.2. The Customer must use the Services in compliance with all applicable laws, regulations, and industry standards, including data protection, privacy, telecommunications, and employment laws in every jurisdiction where the Services are used.

1.3. The Customer must not use the Services in any way that could damage, disable, overburden, or impair Harmony’s infrastructure, or interfere with any other customer’s use of the Services.

2. Recording and consent

2.1. The Services enable recording, transcription, and AI analysis of conversations. The Customer is solely responsible for complying with all applicable recording and consent laws before using these features. This includes:

(a) obtaining informed consent from all participants before recording in jurisdictions that require it, including two-party and all-party consent jurisdictions (for example, California, Illinois, and most EU member states);

(b) providing clear notice to all meeting participants that the conversation is being recorded and may be transcribed and analyzed by AI;

(c) respecting any participant’s request not to be recorded, and promptly stopping recording if consent is withdrawn.

2.2. Harmony provides in-product consent notification tools to assist with compliance. The use of these tools does not replace the Customer’s legal obligation to obtain valid consent. The Customer must not rely solely on Harmony’s tools without verifying that they meet the requirements of applicable law in the Customer’s jurisdiction.

2.3. The Customer must not use the Services to record conversations in any jurisdiction where recording is prohibited regardless of consent.

3. Prohibited uses

The Customer must not, and must ensure that its Users do not, use the Services to:

3.1. conduct covert surveillance of employees, contractors, or any individuals without their knowledge and informed consent;

3.2. process the personal data of children under 16, or under any higher age threshold required by applicable law;

3.3. make fully automated decisions that produce legal effects or similarly significant effects on individuals (including hiring, termination, disciplinary, or compensation decisions) without meaningful human review of the underlying data and AI Outputs;

3.4. discriminate against individuals based on race, ethnicity, gender, religion, disability, sexual orientation, age, or any other protected characteristic, including through the use of AI-generated scorecards, analytics, or performance metrics;

3.5. generate, store, or transmit content that is unlawful, defamatory, threatening, harassing, or that infringes any third party’s intellectual property rights;

3.6. transmit viruses, malware, or any code designed to disrupt, damage, or limit the functionality of the Services or any connected systems;

3.7. attempt to gain unauthorized access to the Services, other accounts, or any systems or networks connected to the Services;

3.8. send unsolicited communications, spam, or bulk messages in violation of applicable anti-spam laws;

3.9. process protected health information (PHI) unless the Customer has executed a Business Associate Agreement with Harmony;

3.10. benchmark, reverse engineer, or scrape the Services, or use the Services to build a substantially similar or competitive product;

3.11. resell, sublicense, or make the Services available to third parties other than authorized Users.

4. AI-specific restrictions

4.1. AI Outputs (including transcripts, summaries, scorecards, action items, and analytics) are generated algorithmically and may contain errors. The Customer must not treat AI Outputs as a substitute for professional judgment or as verified fact without independent review.

4.2. The Customer must not use AI Outputs as the sole basis for decisions that materially affect individuals, including employment decisions, performance reviews, disciplinary actions, or access to services. Human oversight is required.

4.3. The Customer must not use the Services to create AI-generated content that impersonates individuals, fabricates statements, or misrepresents what was said in a conversation.

4.4. The Customer is responsible for reviewing AI Outputs for accuracy before sharing them with third parties or using them in external communications, reports, or legal proceedings.

5. Data and content

5.1. The Customer must ensure that all Customer Data uploaded to or processed through the Services has been collected lawfully and that the Customer has all necessary rights and consents to process such data through the Services.

5.2. The Customer must not upload or process data that the Customer does not have the legal right to possess, use, or share.

5.3. The Customer must not use the Services to process data subject to regulatory requirements (including HIPAA, PCI-DSS, or equivalent) unless the Customer has confirmed with Harmony that appropriate safeguards are in place.

6. Credits and usage limits

6.1. The Customer must not circumvent or attempt to circumvent any Credit allocations, recording limits, seat limits, or rate limits applicable to its plan.

6.2. The Customer must not create multiple accounts, share credentials beyond purchased seats, or use automated tools to artificially inflate usage or consume Credits.

7. Enforcement

7.1. If Harmony reasonably believes that the Customer is in violation of this AUP, Harmony may:

(a) request that the Customer cease the violating activity within a specified timeframe;

(b) suspend the Customer’s access to all or part of the Services in accordance with Section 11 of the Terms of Service;

(c) remove or disable access to content that violates this AUP.

7.2. Where practicable, Harmony will provide notice before taking enforcement action. Harmony may act without prior notice where delay would pose a risk to the security or availability of the Services, to other customers, or where required by law.

7.3. Repeated or material violations of this AUP constitute a material breach of the Agreement and may result in termination under Section 18 of the Terms of Service.

8. Reporting

8.1. If you become aware of any violation of this AUP, or any misuse of the Services, please contact us at [email protected].