Deskpro AI Acceptable Use Policy
Effective: 29 July, 2025
Artificial Intelligence or “AI” is ucbiquitous: from the use of online, publicly available tools for the purposes of entertainment and general research to the deployment of sophisticated AI for purposes related to the design and development of software.We at Deskpro, Inc. (“Deskpro”) believe that use of AI is necessary in order to keep pace with demands of the marketplace, remain competitive, and to increase efficiency.In our use of AI, Deskpro takes a firm position that we have a duty to ensure such use is responsible and in accordance with applicable laws.
This Deskpro AI Code of Conduct (the “Code of Conduct”) describes Deskpro’s commitment to the responsible and ethical use of AI.In this Code of Conduct, “AI” refers to machine-based systems: (i) designed to operate with varying levels of autonomy, and may exhibit adaptiveness after deployment; and (ii) that infers from the input it receives how to generate information, data, materials, text, images, code, works, predictions, recommendations, decisions or other content that can influence physical or virtual environments. AI used or deployed by Deskpro may include third-party systems.Entities entering into agreements with Deskpro to purchase Products and Services (“Customers”) may elect to use or deploy AI with such Products.
Last Updated: July 29, 2025
Deskpro may change this Code of Conduct by posting an updated version at www.deskpro.com/legal/ai/code-of-conduct and such updates will be effective upon posting. Customers remain responsible for routinely reviewing Deskpro’s policies, procedures, and other documentation applicable to Customers and keeping themselves apprised of any changes.
- Deskpro’s Use of AI
Deskpro may use AI internally to:
- perform tasks related to internal business processes including, but not limited to, knowledge management, data analysis, Customer support, and other internal business functions;
- improve productivity within its workforce; and
- foster innovation in creating new Products and Services to offer its Customers and to create a more efficient workplace.
Deskpro employees are required to use AI in accordance with internal policies and procedures set forth by Deskpro, all of which are underpinned by the following principles:
- Accountability: Deskpro employees utilizing AI are responsible for the outcomes of the use of the AI, ensuring the appropriate use of any AI output, and adherence to applicable laws, policies and standards.
- Accuracy: Material and information used as prompts or inputs to AI must be checked for accuracy.Additionally, Deskpro employees utilizing AI must review AI output for accuracy.
- Transparency: AI output must be labeled as such. Additionally, any decision supported by AI must be traceable, explainable, and auditable, providing understandable mechanisms for decision-making.Deskpro employees must be able to provide clear explanations of how AI was used as well as be able to explain the capabilities and limitations of the AI to relevant Deskpro stakeholders.
- Fairness: AI used by Deskpro employees is evaluated to confirm inclusivity and fairness and does not promote biases or harmful outcomes based on gender, race, ethnicity, sexual orientation, religion, or other protected classes, attributes, or characteristics.Deskpro employees must review all AI output to ensure it is fair and non-biased.
- Privacy and Security: Security and privacy are at the forefront of every decision made by Deskpro.In selecting appropriate AI for use by Deskpro employees, each tool is evaluated to ensure that data entered into the tool is securely maintained and processed in accordance with applicable data privacy laws.
- Employees must not input or expose any customer personal data (including names, email addresses, case history, or any personally identifiable information) into any AI system, especially third-party AI tools, unless they have received prior approval from Deskpro’s Head of Privacy and/or the Data Protection Officer (DPO). Use of third-party AI services involving Customer data must be formally assessed for privacy, security, and legal compliance before use. Unauthorized use may be treated as a disciplinary matter.
- Human Centric: Deskpro recognizes that AI is a useful tool to create a more efficient workplace, to address Customer needs, and to support the creation of new Products and Services.However, Deskpro also recognizes that AI is a work in progress and is not perfect.Accordingly, Deskpro insists that human intervention is needed at every stage in the use of AI including:
- Having designated stakeholders review and approve AI tools that can be used within Deskpro;
- Requiring Deskpro employees take training courses in the appropriate use of AI;
- Ensuring that all material and information input into AI be reviewed for accuracy and to confirm that no third party rights are violated by the use of such input; and
- Reviewing AI output for accuracy, compliance with laws, and fairness.
- AI in Products Offered to Customers
Deskpro offers a variety of AI to Customers to use together with Deskpro’s Products.Customers have the option to use such AI.Deskpro endeavors to notify Customers of Products that would benefit from the use of AI and how such AI would work with the Products and Customer’s Data.To the extent that the AI deployed to a Customer includes any third-party products, Deskpro will make Customer aware of such third-party AI tool.
All AI developed by Deskpro or deployed by Deskpro and used by Customers in connection with Deskpro’s Products must:
- Comply with all laws applicable to AI;
- Be reviewed and validated for fairness, equity and inclusion;
- Provide a secure environment for Customer data;
- Respect and comply with all data privacy laws;
- Incorporate features to enable human intervention; and
- Mitigate the potential negative social and environmental impacts.
Customers are responsible for use of AI deployed in connection with the Deskpro Products, however to the extent that AI deployed in connection with the Deskpro Products relies on the security and privacy of the Deskpro Products, Deskpro has customary security and privacy safeguards in place.
- Deskpro’s Commitment to Responsible AI
Deskpro is committed to the responsible use, development and deployment of AI.Deskpro endeavors to work with its internal stakeholders to stay abreast of developments with AI tools and the enactment of laws that regulate the development and use of AI.Internal policies and procedures at Deskpro will be reviewed on a regular basis and updated as necessary taking into account technical and legal developments related to AI.Moreover, AI deployed with Deskpro’s Products will have up to date documentation that will be provided to the Customer.
Questions
Any questions regarding Deskpro’s use of AI can be directed to: