Forms AI Service Addendum

This Addendum supplements the CloudFran Terms of Service, Privacy Policy, and Data Processing Addendum. It applies only to Customers subscribed to the Forms AI product.

1. Outbound Communication Consent (TCPA / CAN-SPAM)

Forms AI delivers surveys via four channels: shareable link, email (SendGrid), SMS (Twilio), and voice call (Twilio Voice). SMS and voice channels require separate, documented opt-in consent from each recipient per the Telephone Consumer Protection Act (TCPA) and equivalent laws.

• Quiet hours enforced: 8:00 AM – 9:00 PM recipient local time. Outbound cannot fire outside this window regardless of survey schedule.
• Maximum one (1) voice call per recipient per survey. A single follow-up call; never a campaign.
• "STOP" / "UNSUBSCRIBE" / "QUIT" replies to SMS immediately trigger platform-wide Do Not Contact for that number.
• Saying "stop calling" during a voice call immediately ends the call and records DNC.
• All voice calls are recorded (with mandatory disclosure at call start) for compliance audit. Retention per tenant policy.
• Customer warrants that every SMS/voice-opted-in recipient provided express consent. CloudFran enforces technical guardrails but Customer is the legal originator.

2. Identity Verification on Voice Calls

When the Forms Agent makes an outbound voice call, it performs a two-step identity verification before reading survey questions: (a) confirm expected name, (b) confirm one knowledge factor (last 4 digits of phone number, email address the invite was sent to, or loyalty-card last 4 digits — Customer configures which). If both fail, the agent sends an email verification link mid-call and does not collect survey data on that call.

3. Agent Designer Methodology

The Forms Agent Designer uses large-language-model inference grounded in public survey-methodology literature and CloudFran's proprietary rubric to draft surveys. The rubric screens each proposed question against twelve (12) criteria including: not double-barreled, not leading, balanced scale, appropriate question type, reading level, and cultural neutrality. Customer retains sole authority over whether to publish any agent-drafted survey.

4. Event Triggers & Micro-Surveys

Business+ tier includes 14 event triggers that can fire automatic 1-3 question micro-surveys. Customer configures which triggers are active and which survey template runs for each. CloudFran rate-limits: maximum one (1) micro-survey per respondent per rolling 30 days across all triggers. Customers may raise or lower this cap per tenant with written request.

5. Cross-Tenant Learning

Forms AI participates in CloudFran's cross-tenant reinforcement-learning layer. Signal shape: anonymized tuples of (signal_type, arm_id, binary_outcome) — examples include which question phrasings have higher completion rates in a given vertical. Privacy guardrails:

• No PII or customer identifiers in the signal shape by design.
• Minimum cohort of 5 distinct tenants before any prior is served.
• No per-tenant attribution survives the 6-hour rollup.
• Customer may opt out of signal contribution at any time via /Account/AutomationPreferences (key crosstenant.rl). Opting out does not revoke access to served priors.

6. Loyalty Points Awards

On survey completion, CloudFran may award: (a) CloudFran Network points (default 50/completion, configurable per tenant) and/or (b) Customer's own loyalty currency via the integrated CloudFran Loyalty API. Customer is responsible for loyalty-accrual cost; CloudFran does not underwrite loyalty redemption liability.

7. Data Retention & Export

Survey responses, agent-designer prompts, voice-call recordings, and audit logs are retained for the duration of Customer's subscription plus 90 days. Customer may request JSON/CSV export of all Forms AI data at any time; delivered within 30 days. Upon termination, data is permanently deleted after the 90-day recovery window, except audit logs retained per SOC 2 requirements.

8. Patent-Pending Technology

Forms AI incorporates patent-pending technology owned by CloudFran, Inc., including: the Agent Designer 12-point rubric state machine; the outbound email-SMS-voice escalation ladder with identity verification; and the prospective-analysis pre-commitment interface. Customer's subscription grants only a limited, non-transferable right to use Forms AI for internal business operations; no license to underlying patents, know-how, or source code is granted.

9. Contact

Questions about this Addendum: legal@cloudfran.com. Product questions: forms@cloudfran.com.

Effective 2026-04-17. This Addendum supersedes conflicting terms in the base agreements solely for the Forms AI product.