Terms of Service

1. Who these terms are between

These terms are an agreement between Envoy Facilities Maintenance, LLC (“we”) and the company that creates an FM Agents account (“you”). The person who accepts them confirms they are allowed to do so for that company. A signed agreement between us, if there is one, comes first where it differs.

2. Accounts and approval

Anyone at a business can sign up. We review each new account and may approve or decline it. Agents do not contact anyone until your account is approved and you switch an agent on.

Keep your sign-in details private, and tell us if you think someone else has used your account. You are responsible for what the people you invite do in it.

3. What the service does

FM Agents runs AI agents that call, email and chat with contractors, store staff and other people you choose, about your work orders and service issues. Agents follow the instructions you approve. They record what they are told and propose updates.

Nothing changes in your work order system unless you approved that update, applied it yourself, or chose to let that kind of update apply automatically. Changes to quotes and not-to-exceed amounts always wait for a person.

4. AI makes mistakes

Agents are AI. They can mishear, misunderstand or leave something out. Review what they bring back before relying on it for a decision that matters. Do not use FM Agents as your only way to handle an emergency or a safety problem.

5. Your responsibilities

• Permission to contact people. Automated and AI-voiced calls are regulated, in the United States by the Telephone Consumer Protection Act. Before an agent calls anyone, you confirm in your account that you have the consent the law requires from the people it will call, and that you keep records of it.
• Accurate contact details. You are responsible for the phone numbers and email addresses your agents use.
• Authority over your systems. You confirm you are allowed to connect your work order system and to let agents read and update it.
• Lawful use. Do not use agents to harass, deceive or sell to anyone, or to contact people who have no business relationship with you.

6. Rules we keep on every call

These protect you, us and the people being contacted. They cannot be switched off.

• Every call opens by saying it is an AI assistant calling from your company, and says the call is recorded.
• Calls are placed only inside calling hours for the place being called.
• There is a limit on how many times a day one person is called.
• When someone asks an agent to stop, calls and emails to them stop. Only an account admin can turn them back on, with a note saying why.

7. Fees and billing

Trials. We may let you run agents on a trial before billing is set up. Nothing is charged for a trial. A trial ends on the date we give you, or when we end it. After that, agents do not start new work until billing is set up.

Your term. FM Agents is an annual agreement, paid monthly. Your term is the 12 months that start when your billing is set up.

Renewal. We tell account admins 60 days before your term ends, so you can cancel or renew. To cancel, tell us at least 30 days before your term ends. If you do nothing, your agreement renews for another 12 months.

How FM Agents is priced. FM Agents is billed monthly in blocks. One block covers up to 1,500 active work orders a day. You commit to a number of blocks, for the price agreed on in your billing account. Custom agents are billed the same way, for the same price.

If you use more than you committed to. Each month we average your daily count of active work orders. If that average needs more blocks than you committed to, that month is billed for the blocks you used.

Paying by card. Your card is charged for the first block when your agent goes live, prorated for the rest of that month, and then monthly.

Paying by invoice. If we approve invoiced terms, we invoice monthly and payment is due within the number of days we agreed.

Extra calls. Calls to one person beyond the daily limit are off unless we turn them on for you. If we turn them on, they are charged for the price agreed on in your billing account.

Price changes. We will tell account admins at least 30 days before a price change takes effect.

Taxes. We do not charge sales tax on FM Agents. If a sales, use or similar tax applies to your purchase where you are located, you are responsible for paying it.

Refunds. We do not give refunds. If you cancel, you keep the service until the end of your term, and you still owe each monthly payment through the end of it.

Late payment. If a payment is 10 days overdue, we pause your account. If it is 30 days overdue, we cancel your account. You still owe what is due through the end of your term.

8. Your data

Your work orders, contractor details, call recordings, transcripts and messages are yours. You give us permission to use them to run the service for you, keep it secure and fix problems. Our Privacy Policy says how we handle personal information.

Your work order system stays your system of record. FM Agents is not a backup of it.

9. Our service and your feedback

We own FM Agents, including the software, the agents’ design and our branding. You may use it for your own business while your account is open. If you send us ideas, we may use them without owing you anything.

10. Other companies’ systems

FM Agents depends on telephone networks, AI providers and the work order system you connect. We do not control them, and a failure or change on their side can interrupt the service.

11. Pausing and ending

You can pause any agent at any time, and you can close your account by emailing hello@envoyfm.com. When you close your account, the service keeps running until the end of your annual term, the remaining monthly payments are still due, and nothing is refunded. We may suspend an account that breaks these terms or puts other people or the service at risk. Section 7 says what happens when a payment is overdue. After your account closes, you have 90 days to export your data. After that we may delete it.

12. Warranties and liability

No warranties. To the fullest extent the law allows, FM Agents is provided “as is” and “as available”. We make no warranties, express or implied, including warranties of merchantability, fitness for a particular purpose, accuracy and non-infringement. We do not promise that the service will be uninterrupted or error-free, that an agent will reach a person, or that what a person tells an agent is true. AI agents can mishear, misread or misstate information. You are responsible for reviewing what your agents report before you rely on it.

Losses we are not liable for. To the fullest extent the law allows, neither of us is liable to the other for indirect, incidental, special, consequential or punitive losses, or for lost profits, lost revenue, lost data or business interruption, even if told they were possible.

Limit on liability. To the fullest extent the law allows, our total liability for all claims connected with FM Agents or these terms is limited to the amount you paid us in the 12 months before the event that gave rise to the claim.

What the limits do not cover. These limits do not apply to amounts you owe us, to what you owe under the next paragraph, or to liability the law does not allow either of us to limit.

Events outside our control. Neither of us is liable for a delay or failure caused by events outside our reasonable control, such as a telephone network, internet, power or provider outage. This does not excuse a payment that is due.

You will cover claims brought against us because your agents contacted someone without the consent the law requires, or because of data you were not allowed to give us.

13. Changes, law and contact

We may update these terms. We will post the new version here and tell account admins before a significant change takes effect. These terms are governed by the laws of Georgia.

Contact Envoy Facilities Maintenance, LLC at hello@envoyfm.com or 1100 Market St Suite 614, Chattanooga, TN 37402.