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Legal & Security

Fair Use Policy

Rules designed to protect service reliability, prevent licence abuse, manage AI usage and ensure Process Advisor is used responsibly.

Terms Privacy Data Security Refunds Fair Use

Last updated: 1 June 2026

This Fair Use Policy applies to use of Metricus Process Advisor, including Jira, ServiceNow, subscriptions, assessment credits, partner plans, licence keys, AI-assisted functionality, billing services, and related services.

This Policy should be read together with the Metricus Process Advisor Terms of Service, Privacy Policy, Refund and Cancellation Policy, and Data Security & Architecture Statement.

By using Process Advisor, you agree to this Fair Use Policy.

1. Purpose of this Policy

Metricus Process Advisor is designed for legitimate business use, including workflow analysis, process mining, assessment reporting, AI-assisted advisory outputs, and process improvement.

This Fair Use Policy is intended to:

  • protect the reliability and security of Process Advisor;
  • prevent misuse of subscriptions, assessment credits, licence keys, and partner plans;
  • ensure fair access to shared infrastructure and AI services;
  • prevent excessive, abusive, unlawful, or unintended use;
  • protect customers, partners, Metricus, and third-party providers.

2. General fair use requirement

You must use Process Advisor in a reasonable, responsible, and lawful manner.

You must not use Process Advisor in a way that:

  • disrupts or degrades service performance;
  • attempts to avoid licence, subscription, credit, or client-slot limits;
  • creates excessive or abnormal load;
  • causes unnecessary or excessive AI processing;
  • compromises security or access controls;
  • infringes third-party rights;
  • breaches platform terms, including Atlassian or ServiceNow terms;
  • violates applicable laws or regulations;
  • harms Metricus, other customers, third-party providers, or end users.

3. Assessment credits

Assessment credits are intended to support defined assessments, datasets, process models, or work-item limits.

You must not misuse assessment credits by:

  • attempting to reuse a credit across multiple unrelated datasets where the plan does not allow it;
  • splitting, merging, duplicating, or manipulating datasets to avoid credit consumption;
  • repeatedly generating substantially the same assessment in a way that creates unreasonable load;
  • sharing credit-based access with unauthorised users, entities, or instances;
  • attempting to reverse engineer, bypass, or manipulate credit validation.

Metricus may investigate, restrict, suspend, or adjust credit access where credit usage appears abusive, excessive, fraudulent, or inconsistent with the purchased plan.

4. Subscriptions

Subscriptions are intended for use within the scope of the purchased plan.

You must not misuse a subscription by:

  • using a single-instance subscription across multiple unrelated production instances unless permitted;
  • sharing subscription access outside the licensed organisation or authorised environment;
  • rotating domains, instances, or keys to avoid licence limits;
  • using development, sandbox, or test allowances as production environments;
  • bypassing subscription validation or entitlement checks;
  • reselling subscription access unless authorised by Metricus.

Metricus may restrict, suspend, revoke, or require plan adjustment if usage exceeds the intended scope of the subscription.

5. Partner and multi-client plans

Partner and multi-client plans are intended to allow authorised partners, consultants, or managed service providers to use Process Advisor across approved client environments within the purchased plan limits.

Where a partner or multi-client plan is used:

  • each client slot must be used for a genuine client engagement;
  • client slots must not be shared, pooled, rented, resold, or rotated to avoid plan limits;
  • a production client slot should generally be associated with a named customer, legal entity, domain, or production environment;
  • development, sandbox, or test environments must not be used to avoid production slot limits;
  • the partner must have authority from each client to access and analyse that client’s data;
  • the partner remains responsible for its users, client access, confidentiality obligations, and downstream customer commitments.

Metricus may suspend or revoke client slots where a partner plan is misused.

6. AI-assisted functionality

AI-assisted functionality is intended to generate useful advisory outputs based on selected workflow evidence, metrics, findings, instructions, and customer-controlled scope settings.

You must not use AI-assisted functionality in a way that:

  • creates excessive, automated, repetitive, or unnecessary AI requests;
  • attempts to overload or stress-test AI services;
  • repeatedly generates substantially similar content without a legitimate business need;
  • uses Process Advisor as a general-purpose AI service unrelated to workflow analysis or process improvement;
  • submits content that is unlawful, malicious, abusive, defamatory, discriminatory, or infringing;
  • attempts to extract system prompts, hidden instructions, credentials, keys, or security-sensitive information;
  • attempts to bypass AI privacy, scope, rate-limit, or safety controls.

Metricus may apply reasonable AI usage limits, rate limits, queueing, throttling, or temporary restrictions to protect service reliability and cost sustainability.

7. Dataset size and processing load

Process Advisor is designed to analyse workflow datasets within reasonable product, platform, and plan limits.

Large datasets may require additional processing time and may be subject to technical limits, plan limits, platform limits, fair-use limits, or reasonable throttling.

You must not intentionally create excessive processing load by:

  • repeatedly processing very large datasets without a legitimate need;
  • running unnecessary duplicate analyses;
  • automating repeated refreshes or reprocessing;
  • importing artificial, test, or synthetic data at unreasonable scale;
  • using Process Advisor for benchmarking, stress testing, or load testing without Metricus’s written approval.

Metricus may limit, queue, throttle, pause, or reject processing where usage materially affects service reliability, platform stability, third-party provider limits, or other customers.

8. Licence keys and entitlement checks

Licence keys and entitlement checks are used to confirm authorised access.

You must not:

  • share private instance keys publicly;
  • publish, expose, sell, transfer, or misuse licence keys;
  • attempt to bypass entitlement checks;
  • modify requests to simulate an entitlement;
  • tamper with domain, instance, subscription, or credit validation;
  • use another customer’s licence key;
  • continue using a licence key after cancellation, expiry, revocation, or termination.

Metricus may revoke, rotate, suspend, or disable licence keys where reasonably necessary to protect security, prevent misuse, enforce licence limits, or maintain service integrity.

9. Security and misuse

You must not use Process Advisor to:

  • scan, probe, attack, overload, or disrupt Metricus systems;
  • introduce malware, scripts, exploits, or malicious code;
  • attempt unauthorised access to systems, accounts, data, keys, APIs, or infrastructure;
  • interfere with logging, monitoring, authentication, or security controls;
  • use automated tools, bots, or scripts in a way that exceeds normal product use;
  • exploit vulnerabilities without following responsible disclosure practices;
  • attempt to reverse engineer, decompile, copy, or recreate Process Advisor except where permitted by law.

Security testing of Process Advisor or Metricus infrastructure requires prior written approval from Metricus.

10. Customer data and privacy

You are responsible for ensuring that the data selected for analysis is appropriate and authorised.

You must not use Process Advisor to process data that:

  • your organisation is not authorised to access or process;
  • has been obtained unlawfully;
  • violates confidentiality, privacy, employment, procurement, platform, or contractual obligations;
  • includes unnecessary sensitive information where that information is not required for the assessment;
  • should have been excluded or anonymised using available Dataset AI Privacy or AI Report Scope controls.

Before generating AI-assisted content, you are responsible for reviewing and configuring available privacy and scope controls.

11. Prohibited use

You must not use Process Advisor for:

  • unlawful activity;
  • harassment, discrimination, surveillance, or profiling without lawful authority;
  • high-risk automated decision-making without appropriate human review and legal compliance;
  • safety-critical, medical, legal, financial, employment, or regulated decisions without independent professional review;
  • developing or training a competing product using Process Advisor outputs, interfaces, prompts, or functionality;
  • extracting, scraping, or bulk-exporting product content, templates, prompts, or proprietary logic;
  • circumventing commercial, technical, security, or usage limits.

12. Rate limits, throttling, and usage controls

Metricus may apply reasonable controls to protect service reliability, security, and sustainability.

These controls may include:

  • request limits;
  • AI generation limits;
  • dataset size limits;
  • work-item limits;
  • processing queues;
  • timeout limits;
  • concurrency limits;
  • licence validation checks;
  • temporary throttling;
  • temporary suspension of excessive or abnormal usage.

Metricus may apply these controls with or without notice where needed to protect the service, customers, third-party providers, or Metricus infrastructure.

13. Monitoring and investigation

Metricus may monitor usage, logs, entitlement checks, licence events, error rates, processing load, and other operational signals to detect misuse, protect security, maintain reliability, and enforce this Policy.

If Metricus reasonably believes that usage may breach this Policy, Metricus may investigate and request information from the customer.

Customers must cooperate reasonably with investigations into suspected misuse, security incidents, licence abuse, or excessive usage.

14. Actions Metricus may take

If Metricus reasonably believes this Policy has been breached, or that usage creates security, legal, operational, commercial, or reputational risk, Metricus may take one or more of the following actions:

  • notify the customer;
  • request usage reduction or configuration changes;
  • apply rate limits or throttling;
  • disable excessive AI generation;
  • restrict dataset processing;
  • suspend or revoke licence keys;
  • suspend access to assessment credits;
  • suspend subscription access;
  • disable partner client slots;
  • require upgrade to a more appropriate plan;
  • terminate access under the Terms of Service;
  • take legal or technical action where necessary.

Where practical, Metricus will try to give notice and an opportunity to remedy. However, Metricus may act immediately where required to protect security, service reliability, customers, third-party providers, or legal compliance.

15. Plan changes for sustained high usage

If a customer’s usage is consistently higher than expected for the purchased plan, Metricus may require the customer to move to an appropriate plan, enterprise agreement, or custom commercial arrangement.

Examples may include:

  • unusually high AI generation volume;
  • repeated large-scale dataset processing;
  • excessive number of users or instances;
  • partner activity exceeding client-slot limits;
  • automation that materially increases platform or AI usage;
  • usage patterns materially different from ordinary business assessment activity.

Metricus will generally attempt to discuss sustained high usage with the customer before imposing long-term restrictions, unless immediate action is required.

16. No waiver

Metricus’s decision not to enforce this Policy in a particular case does not prevent Metricus from enforcing it later.

Allowing a particular usage pattern does not mean that the usage is permanently approved or that similar usage will be allowed in the future.

17. Changes to this Policy

Metricus may update this Fair Use Policy from time to time.

The updated version will be published with a revised “Last updated” date.

Continued use of Process Advisor after the updated Policy takes effect indicates acceptance of the updated Policy.

18. Contact

For questions about this Fair Use Policy, contact:

Metricus Email: info@metricus.com

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