We have written these terms to be read and understood, not to bury obligations in jargon. If something here is unclear, email us at gene@geneworks.ai and we will explain it in plain language.
By accessing or using the geneworks.ai platform (“the Service”) operated by geneworks.ai (“we”, “us”, “the Company”), you (“the Customer”, “you”) agree to be bound by these Terms of Service. If you are using geneworks.ai on behalf of an organization, you represent that you have authority to bind that organization to these terms.
If you do not agree to these terms, you may not use the Service. Continued use after any revision constitutes acceptance of the updated terms.
geneworks.ai is an enterprise delivery platform. It provides a collaborative workspace where business and delivery teams agree what to build, and specialist agents that plan, build, test, document and remediate ServiceNow configuration on the Customer’s behalf, using credentials the Customer provides to access the Customer’s own instances.
The Service is organized into three products that share one workspace, one memory and one governance model. Named workspace surfaces (including Command Center, Application Explorer, Artifacts, and assessment tools such as CMDB Rapid Assessment, Catalog Center, Upgrade Assist, Normalize and Tech Debt Assessment) are included by subscription tier, not as a separate product family. Ask Gene is present on every screen and is subject to the same governance as every other surface.
| Product | Function |
|---|---|
| Software factory | From request to work order: intake, testable requirements, versioned technical design, and task orders. Design Authority Review is required before any build begins. |
| SDLC automation | From approved design to a scoped update set: build in dependency order through MCP, automated and browser-driven testing, evidence capture, and Verify & sign-off by a named reviewer. Promotion remains the Customer’s action. |
| Organizational Memory | Decisions, evidence and outcomes written back into the workspace so subsequent work inherits the context. This is a named product, not a model feature. |
All surfaces share one model: they read the instance read-only, surface findings, and apply changes only after the Customer’s named reviewers approve them. The Service may be offered directly or through authorized resellers and delivery partners. We reserve the right to modify, suspend or discontinue any feature, with reasonable notice where practicable.
Access requires registration and agreement to a commercial plan. The Service is licensed per named user, per month, under one of two commercial motions: Enterprise platform, or Professional services.
A one-time setup fee applies — enterprise setup on the first motion, per-client setup on the second. Where geneworks.ai is used to deliver work for the Customer’s own end clients, each connected client environment is licensed separately.
Professional services includes unlimited AI usage under a fair use policy. There is no per-token metering, no consumption billing and no usage true-up. Term, seat minimums, rates and payment terms are agreed in the applicable order form or partner agreement, which prevails over this section where the two differ.
You are responsible for maintaining the confidentiality of your access credentials and for all activity under your account. Notify us immediately of any unauthorized use. You may not share account access with individuals outside your organization without prior written consent.
The Service is delivered as a managed, single-tenant environment on AWS, provisioned and operated by geneworks.ai, with one environment per client instance environment. On-premise deployment is not part of the standard offering; where a regulatory or deployment requirement cannot be met by the managed model, a dedicated arrangement may be discussed case by case.
| Operated by us | Retained by you |
|---|---|
| Provisioning, operating, monitoring and patching the environment | The ServiceNow instances and the data in them |
| Product updates and new releases | Encryption keys, held in your own key management service |
| Encryption and custody of stored instance credentials | Integration credentials and their role set |
| Model access and inference routing | Change management, promotion decisions and the named reviewers at both gates |
Platform updates are applied by us to your environment. No ServiceNow upgrade, update set or change window is required on your side for a platform release.
You agree to use the Service only for lawful purposes and consistent with applicable law. You must not:
The Service analyses read-only and applies changes only on your instruction. You remain responsible for reviewing all generated artifacts before committing them to production, and for maintaining a change management process independent of the Service for all production deployments.
By providing instance credentials to the Service, you:
The Service is designed to operate against sub-production environments, and it does not promote work between instances. Promotion follows your own change management process and remains your action in every case.
Two approvals are built into the execution path and cannot be disabled: a design review before any configuration is built, and an evidence review before any work is handed over. Both record the identity of the approving individual.
You are responsible for nominating and maintaining named reviewers for both gates, and for ensuring those individuals hold the competence and the authority to reject work. The gates are a control only to the extent that the people staffing them can say no. Work will not proceed past either gate without an approval recorded against a named individual.
Our intellectual property. The platform, including its agent architecture, model harness, orchestration, encoded delivery intelligence, normalization reference catalog, interface and underlying methods, is our intellectual property. Nothing in these terms grants you ownership rights in it. A provisional patent application covering the continuous delivery and governance architecture has been filed.
Your content and outputs. The artifacts generated on your behalf — configuration, code, flows, catalog items, changes, tests and documentation delivered into your ServiceNow instance — are owned by you. We make no claim to outputs generated at your instruction on your estate, and they remain valid and usable if you stop using the Service.
Encoded standards. Standards, conventions and delivery policies you encode into the platform remain yours. They are held in your dedicated environment, are not applied to other customers’ work, and are removed when your environment is decommissioned.
Feedback. If you provide feedback or suggestions, you grant us a non-exclusive, royalty-free license to use it for platform improvement, without obligation to you.
The Service generates configuration, code, assessments and documents using AI models. All generated output should be reviewed by a qualified ServiceNow professional before deployment to a production environment. That is what the two gates exist for.
The Service includes read-only assessment, automated and functional test coverage, evidence capture and two human gates. Even so, generated output may contain errors or choices that are suboptimal for your specific environment. You acknowledge that:
The Service reports what it actually completed. Where work is partially complete, it is reported as partially complete, with a runbook for the remainder. You should not treat a completion notice as a substitute for reviewing the evidence package.
To the maximum extent permitted by applicable law, we shall not be liable for any indirect, incidental, special, consequential or punitive damages arising from your use of the Service, including loss of data, business, revenue or profit; platform downtime; changes you approved that produced unintended consequences; or third-party claims arising from the use of generated artifacts on your estate.
The Service is provided on an “as is” and “as available” basis. We make no representations or warranties of any kind, express or implied, including warranties of merchantability, fitness for a particular purpose, or non-infringement.
We do not warrant that the Service will be uninterrupted, error-free or completely secure, or that any specific outcome will result from its use. Some jurisdictions do not allow the exclusion of implied warranties, so the above may not apply to you in full.
Either party may terminate the commercial relationship with 30 days’ written notice. We may suspend or terminate access immediately and without notice where we determine, on reasonable grounds, that you are in material breach of these terms or are using the Service in a way that poses a risk to other customers, to third parties, or to our infrastructure.
On termination, your right to access the platform ceases and your dedicated environment is decommissioned, with its content deleted and certification of destruction provided on request. Artifacts already deployed to your ServiceNow instance remain in place and under your ownership; we have no mechanism to reverse changes already committed to your instance, and no obligation to do so.
We may update these Terms of Service. For material changes we will give at least 14 days’ notice, by email to the address associated with your account or by a prominent notice on the geneworks.ai website. Continued use after the effective date of a change constitutes acceptance of the updated terms.
Legal notices and questions about these terms should be addressed to gene@geneworks.ai. Response time: within 5 business days.
These Terms of Service shall be governed by and construed in accordance with the laws of England and Wales. Any dispute arising under them shall be subject to the exclusive jurisdiction of the courts of England and Wales.