EULA

END USER LICENSE AGREEMENT (EULA)

Knack3 Smart Ticket for Jira Cloud

Effective Date: 2025/02/01
Last Updated: 2025/02/01
Version: 1.1

1. AGREEMENT TO TERMS

This End User License Agreement ("Agreement" or "EULA") is a legal agreement between you (either an individual or a single entity, "You" or "Customer") and Knack3 ("Company," "We," "Us," or "Our") for the Knack3 Smart Ticket application ("App," "Application," or "Software") available through the Atlassian Marketplace.

By installing, accessing, or using the App, You agree to be bound by the terms of this Agreement. If You do not agree to the terms of this Agreement, do not install, access, or use the App.

IF YOU ARE ENTERING INTO THIS AGREEMENT ON BEHALF OF A COMPANY OR OTHER LEGAL ENTITY, YOU REPRESENT THAT YOU HAVE THE AUTHORITY TO BIND SUCH ENTITY TO THESE TERMS, IN WHICH CASE "YOU" OR "CUSTOMER" SHALL REFER TO SUCH ENTITY.

2. DEFINITIONS

2.1 "Administrator" means a user with Admin role privileges within the App, having full control over configuration and settings.

2.2 "Atlassian Products" means Jira Cloud and any other Atlassian cloud products with which the App integrates.

2.3 "Authorized Projects" means the Jira projects that Administrators have selected for App access within the Administration panel.

2.4 "Authorized Users" means individuals granted access to the App by Administrators, including Admins, Members, and Viewers.

2.5 "Customer Data" means any data, content, or information that You or Your Authorized Users submit to, or process through, the App, including but not limited to Jira ticket information, user data, and project metadata.

2.6 "Documentation" means the user guides, help documentation, and other materials provided by Knack3 relating to the App.

2.7 "License Term" means the subscription period for which You have purchased a license to use the App.

2.8 "Member" means a user with Member role privileges, having full feature access within Authorized Projects.

2.9 "Third-Party Services" means external services used by the App, specifically the OpenAI API for skills detection.

2.10 "Viewer" means a user with Viewer role privileges, having read-only access to the App.

3. LICENSE GRANT

3.1 License.
Subject to the terms and conditions of this Agreement and Your payment of applicable fees, Knack3 grants You a limited, non-exclusive, non-transferable, non-sublicensable license to:

(a) Install and use the App on Your Atlassian Cloud instance;
(b) Access and use the App's features and functionality;
(c) Allow Your Authorized Users to access and use the App in accordance with their assigned roles;
(d) Access and use the Documentation in connection with Your use of the App.

3.2 License Scope.
The license is granted on a per-user basis. You must maintain a valid license for each Authorized User (Admin, Member, or Viewer) who has been granted access to the App.

3.3 License Restrictions.
You agree NOT to:

(a) Reverse engineer, decompile, disassemble, or attempt to derive the source code of the App;
(b) Modify, adapt, translate, or create derivative works based on the App;
(c) Rent, lease, loan, sell, sublicense, distribute, or otherwise transfer the App to any third party;
(d) Remove, alter, or obscure any proprietary notices on the App;
(e) Use the App for any illegal, harmful, or unauthorized purpose;
(f) Use the App in any manner that could damage, disable, overburden, or impair the App or interfere with any other party's use;
(g) Attempt to gain unauthorized access to any systems, networks, or data through the App;
(h) Use the App to develop a competing product or service;
(i) Share Your license credentials with unauthorized individuals;
(j) Exceed the number of licensed users;
(k) Use the App outside of the Authorized Projects configured by Your Administrators.

3.4 Atlassian Forge Platform.
The App is built on the Atlassian Forge platform. Your use of the App is also subject to Atlassian's terms and conditions for Forge apps.

4. SUBSCRIPTION AND FEES

4.1 Subscription Plans.
The App is offered on a subscription basis with the following pricing:

  • Monthly Subscription: �29.90 per user per month
  • Annual Subscription: �339.00 per user per year

Pricing is per Authorized User (Admin, Member, or Viewer roles combined).

4.2 Free Trial.
Knack3 may offer a 30-day free trial. The trial is non-renewable and available once per Customer. At the end of the trial period, You must purchase a subscription to continue using the App. If no subscription is purchased, the App will become read-only or inaccessible.

4.3 Payment.
All fees are payable in advance through the Atlassian Marketplace payment system ("Paid via Atlassian"). Fees are non-refundable except as required by law or as expressly stated in this Agreement.

4.4 Automatic Renewal.
Unless You cancel Your subscription before the end of the current License Term, Your subscription will automatically renew for successive periods equal to the original License Term at the then-current rates.

4.5 Price Changes.
Knack3 reserves the right to modify pricing upon 30 days' notice. Price changes will take effect at the start of Your next renewal period. If You do not agree to the price change, You may cancel Your subscription before the renewal date.

4.6 Taxes.
All fees are exclusive of applicable taxes (including VAT, sales tax, or similar taxes). You are responsible for all taxes associated with Your purchase, except for taxes based on Knack3's income.

4.7 User Count Changes.
If You add Authorized Users during Your License Term, You will be charged a prorated amount for the remainder of the term. If You remove Authorized Users, You may receive prorated credits applied to Your next billing cycle, at Knack3's discretion.

5. SUPPORT AND MAINTENANCE

5.1 Support Channels.
Knack3 provides support through the following channels:

  • Email: support@knack3.com
  • Slack Community (when available)
  • Atlassian Community Forum

5.2 Support Hours.
Standard support is provided Monday through Friday, 9:00 AM to 6:00 PM Central European Time (CET), excluding public holidays in France.

5.3 Response Time.
Knack3 will use commercially reasonable efforts to respond to support requests within 24 hours during business days.

5.4 Support Scope.
Support includes:

  • Assistance with App installation and configuration
  • Help with App features and functionality
  • Bug reports and troubleshooting
  • General usage questions

5.5 Exclusions.
Support does not include:

  • Customization or development services
  • Training beyond Documentation
  • Issues caused by unauthorized modifications
  • Problems with Atlassian Products or third-party services
  • Issues arising from Your violation of this Agreement

5.6 Updates and Upgrades.
Knack3 may, but is not obligated to, provide updates, upgrades, and enhancements to the App. Updates are provided automatically through the Atlassian Forge platform. You agree to accept such updates as they become available.

6. DATA AND PRIVACY

6.1 Data Collection.
The App collects and processes the following types of Customer Data:

(a) Jira ticket information (title, description, status, dates, priority, type);
(b) User information (name, email, Atlassian ID, avatar);
(c) Project metadata (name, key, type, roles);
(d) Team composition and group memberships;
(e) Assignment history and user interactions.

6.2 Data Usage.
Customer Data is used solely for:

(a) Providing App functionality (skills detection, candidate scoring, ticket assignment);
(b) Managing access control and permissions;
(c) Displaying information in the App interface;
(d) Troubleshooting and support purposes.

6.3 Data Storage.
Customer Data is stored on the Atlassian Forge platform. Data location and residency follow Atlassian's Forge infrastructure policies, typically aligned with Your Jira Cloud instance location.

6.4 Third-Party Processing.

OpenAI API:

  • Purpose: Natural language processing for technical skills detection
  • Data Sent: Ticket titles and descriptions only
  • Retention: Governed by OpenAI's data retention policy
  • Privacy: See OpenAI's privacy policy at https://openai.com/privacy

Internal Processing:

  • All candidate scoring and metrics calculations are performed internally within the Forge app
  • Proprietary algorithms run entirely on Atlassian Forge infrastructure
  • No external services are used for scoring or performance analysis

6.5 Data Retention.
Customer Data is retained only during Your active subscription. Upon termination or uninstallation, all Customer Data is automatically deleted from Forge storage within 30 days.

6.6 Data Security.
Knack3 implements industry-standard security measures, including:

(a) Encryption in transit (TLS 1.2 or higher);
(b) Encryption at rest (managed by Atlassian Forge);
(c) JWT-based authentication;
(d) Role-based access control;
(e) Regular security updates through Forge platform.

6.7 Privacy Policy.
Your use of the App is also governed by Knack3's Privacy Policy, available at [https://knack3.com/privacy-policy]. The Privacy Policy is incorporated into this Agreement by reference.

6.8 Data Rights.
You retain all rights, title, and interest in Your Customer Data. Knack3 claims no ownership of Customer Data.

6.9 Data Processing Agreement.
For enterprise customers or where required by applicable law, a separate Data Processing Agreement (DPA) is available upon request at legal@knack3.com.

6.10 Compliance.
Knack3 will process Customer Data in compliance with applicable data protection laws, including the General Data Protection Regulation (GDPR) for European users.

7. INTELLECTUAL PROPERTY

7.1 Ownership.
Knack3 and its licensors retain all right, title, and interest in and to the App, including all intellectual property rights. The App is licensed, not sold.

7.2 Customer Data.
You retain all right, title, and interest in and to Your Customer Data. You grant Knack3 a limited license to use Customer Data solely to provide the App functionality and as described in this Agreement.

7.3 Feedback.
Any feedback, suggestions, or ideas You provide regarding the App may be used by Knack3 without compensation or obligation to You.

7.4 Trademarks.
"Knack3 Smart Ticket," "Knack3," and associated logos are trademarks of Knack3. You may not use these trademarks without prior written consent from Knack3.

8. WARRANTIES AND DISCLAIMERS

8.1 Limited Warranty.
Knack3 warrants that the App will perform substantially in accordance with the Documentation during Your License Term, when used in accordance with this Agreement.

8.2 Warranty Remedy.
Your sole remedy for breach of the limited warranty is that Knack3 will use commercially reasonable efforts to correct or work around any reported defects.

8.3 AI and Algorithm Limitations.
You acknowledge and agree that:

(a) The App uses AI and machine learning for skills detection, which may produce inaccurate or incomplete results;
(b) Candidate scoring and recommendations are algorithmic suggestions, not guaranteed outcomes;
(c) The App does not replace human judgment in assignment decisions;
(d) You are responsible for reviewing and validating all App-generated recommendations before taking action;
(e) Knack3 makes no warranty regarding the accuracy, completeness, or reliability of AI-generated outputs.

8.4 DISCLAIMER OF WARRANTIES.
EXCEPT AS EXPRESSLY PROVIDED IN SECTION 8.1, THE APP IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE.

KNACK3 DISCLAIMS ALL IMPLIED WARRANTIES, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT.

KNACK3 DOES NOT WARRANT THAT:

  • The App will be uninterrupted, secure, or error-free;
  • Defects will be corrected;
  • The App is free of viruses or harmful components;
  • Results obtained from the App will be accurate or reliable.

8.5 Third-Party Services.
Knack3 is not responsible for the availability, performance, or security of Third-Party Services (e.g., OpenAI API, Atlassian Products). Any issues with Third-Party Services are governed by their respective terms and policies.

9. LIMITATION OF LIABILITY

9.1 Exclusion of Certain Damages.
TO THE MAXIMUM EXTENT PERMITTED BY LAW, IN NO EVENT SHALL KNACK3 BE LIABLE FOR:

(a) ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES;
(b) LOSS OF PROFITS, REVENUE, DATA, GOODWILL, OR BUSINESS OPPORTUNITIES;
(c) SERVICE INTERRUPTIONS OR DOWNTIME;
(d) ERRORS OR INACCURACIES IN APP OUTPUTS OR RECOMMENDATIONS;
(e) DAMAGES RESULTING FROM RELIANCE ON AI-GENERATED CONTENT;
(f) DAMAGES CAUSED BY THIRD-PARTY SERVICES (INCLUDING OPENAI);
(g) DAMAGES ARISING FROM YOUR VIOLATION OF THIS AGREEMENT;

EVEN IF KNACK3 HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

9.2 Liability Cap.
KNACK3'S TOTAL AGGREGATE LIABILITY UNDER THIS AGREEMENT SHALL NOT EXCEED THE AMOUNT YOU PAID TO KNACK3 IN THE 12 MONTHS PRECEDING THE CLAIM.

9.3 Essential Purpose.
The limitations in this Section 9 apply even if any remedy fails of its essential purpose.

9.4 Exclusions.
The limitations in this Section 9 do not apply to:

  • Liability for fraud or willful misconduct
  • Liability that cannot be excluded under applicable law
  • Your indemnification obligations under Section 10

10. INDEMNIFICATION

10.1 By Customer.
You agree to indemnify, defend, and hold harmless Knack3, its affiliates, and their respective officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, costs, and expenses (including reasonable attorneys' fees) arising out of or related to:

(a) Your use of the App in violation of this Agreement;
(b) Your Customer Data, including any claims that it infringes or violates third-party rights;
(c) Your violation of applicable laws or regulations;
(d) Your negligence or willful misconduct.

10.2 By Knack3.
Knack3 will indemnify You against third-party claims that the App, when used in accordance with this Agreement, infringes a valid patent, copyright, or trademark, provided that You:

(a) Promptly notify Knack3 in writing of the claim;
(b) Give Knack3 sole control of the defense and settlement;
(c) Cooperate with Knack3's defense efforts.

10.3 Remedy.
If the App is found to infringe or Knack3 believes it may infringe, Knack3 may, at its option:

(a) Obtain the right for You to continue using the App;
(b) Modify the App to make it non-infringing;
(c) Replace the App with a non-infringing alternative;
(d) Terminate this Agreement and refund prorated fees.

10.4 Exclusions.
Knack3's indemnification obligation does not apply to claims arising from:

  • Modification of the App not made by Knack3
  • Use of the App in combination with non-Knack3 products
  • Use of the App in violation of this Agreement
  • Customer Data or content provided by You

11. TERM AND TERMINATION

11.1 Term.
This Agreement begins on the date You first install or access the App and continues for the License Term, renewing automatically unless terminated as provided herein.

11.2 Termination for Convenience.
You may terminate this Agreement at any time by uninstalling the App and ceasing all use. Termination does not entitle You to a refund of prepaid fees.

11.3 Termination for Breach.
Either party may terminate this Agreement immediately if the other party:

(a) Materially breaches this Agreement and fails to cure within 30 days of written notice;
(b) Becomes insolvent, files for bankruptcy, or ceases business operations.

11.4 Suspension.
Knack3 may suspend Your access to the App immediately without notice if:

(a) Your account is past due;
(b) You violate this Agreement;
(c) Your use poses a security or legal risk.

11.5 Effect of Termination.
Upon termination or expiration:

(a) Your license to use the App immediately terminates;
(b) All Authorized Users lose access to the App;
(c) Customer Data is deleted in accordance with Section 6.5;
(d) You must cease all use of the App and Documentation;
(e) Sections 7, 8.4, 9, 10, 11.5, 12, and 13 survive termination.

11.6 No Refunds.
Except as required by law, fees paid are non-refundable, including in the event of early termination.

12. CONFIDENTIALITY

12.1 Confidential Information.
"Confidential Information" means non-public information designated as confidential or that reasonably should be considered confidential, including business plans, technical data, customer lists, and the terms of this Agreement.

12.2 Obligations.
The receiving party will:

(a) Use Confidential Information only for purposes of this Agreement;
(b) Protect Confidential Information with at least the same degree of care it uses for its own confidential information, but no less than reasonable care;
(c) Not disclose Confidential Information to third parties without prior written consent, except to employees, contractors, and advisors who need to know and are bound by confidentiality obligations.

12.3 Exceptions.
Confidentiality obligations do not apply to information that:

(a) Is or becomes publicly available through no breach of this Agreement;
(b) Was rightfully known prior to disclosure;
(c) Is independently developed without use of Confidential Information;
(d) Is required to be disclosed by law or court order (with prior notice to the disclosing party, if permitted).

12.4 Duration.
Confidentiality obligations continue for 3 years after disclosure or until the information becomes publicly available, whichever occurs first.

13. GENERAL PROVISIONS

13.1 Governing Law.
This Agreement is governed by the laws of France, without regard to conflict of law principles. The United Nations Convention on Contracts for the International Sale of Goods does not apply.

13.2 Jurisdiction.
Any disputes arising out of or relating to this Agreement shall be subject to the exclusive jurisdiction of the courts located in Paris, France.

13.3 Entire Agreement.
This Agreement, including the Privacy Policy and any referenced policies, constitutes the entire agreement between You and Knack3 regarding the App and supersedes all prior agreements, communications, and understandings, whether oral or written.

13.4 Amendments.
Knack3 may modify this Agreement upon 30 days' notice by posting the updated Agreement in the App or on the Marketplace listing. Your continued use of the App after the effective date constitutes acceptance of the modified Agreement. If You do not agree to the modifications, You must terminate this Agreement before the effective date.

13.5 Severability.
If any provision of this Agreement is found to be invalid or unenforceable, the remaining provisions will remain in full force and effect, and the invalid provision will be modified to the minimum extent necessary to make it valid and enforceable.

13.6 Waiver.
No waiver of any provision of this Agreement will be deemed or shall constitute a waiver of any other provision, nor shall any waiver constitute a continuing waiver.

13.7 Assignment.
You may not assign or transfer this Agreement or any rights hereunder without Knack3's prior written consent. Knack3 may assign this Agreement without Your consent in connection with a merger, acquisition, or sale of all or substantially all of its assets. Any attempted assignment in violation of this section is void.

13.8 Force Majeure.
Neither party will be liable for any failure to perform due to causes beyond its reasonable control, including acts of God, war, terrorism, strikes, labor disputes, embargoes, government orders, or network failures.

13.9 Independent Contractors.
The parties are independent contractors. This Agreement does not create a partnership, franchise, joint venture, agency, or employment relationship.

13.10 Notices.
Notices under this Agreement must be in writing and sent to:

For Knack3:
Email: legal@knack3.com

For You:
The email address associated with Your Atlassian account

Notices are deemed received:

  • Email: When sent (if during business hours) or the next business day
  • Registered mail: 5 business days after mailing

13.11 No Third-Party Beneficiaries.
This Agreement is solely for the benefit of the parties and does not confer any rights on any third party.

13.12 Export Compliance.
You agree to comply with all applicable export and import laws and regulations. You will not export, re-export, or transfer the App to prohibited countries, entities, or individuals.

13.13 Government Users.
If You are a government entity, the App is "Commercial Computer Software" and "Commercial Computer Software Documentation" as defined in applicable regulations, and is provided with only those rights granted to non-government users.

13.14 Language.
This Agreement is written in English. Any translations are provided for convenience only, and the English version controls in case of conflict.

13.15 GDPR Data Processing.
For customers located in the European Economic Area (EEA), United Kingdom, or Switzerland, Knack3 acts as a data processor with respect to Personal Data (as defined in the GDPR) included in Customer Data. A Data Processing Agreement compliant with GDPR Article 28 is available upon request at legal@knack3.com.

13.16 Audit Rights.
Upon reasonable notice and during normal business hours, Knack3 may audit Your use of the App to verify compliance with this Agreement, including proper licensing of Authorized Users. You agree to cooperate with such audits and provide reasonable access to relevant records and systems.

14. CONTACT INFORMATION

For questions about this Agreement, please contact:

General Inquiries:
Email: support@knack3.com
Website: https://knack3.com

Legal & Licensing:
Email: legal@knack3.com

Privacy & Data Protection:
Email: privacy@knack3.com

Security:
Email: security@knack3.com

Sales:
Email: sales@knack3.com

15. ACKNOWLEDGMENT

BY INSTALLING, ACCESSING, OR USING THE APP, YOU ACKNOWLEDGE THAT:

(a) You have read and understood this Agreement;
(b) You agree to be bound by its terms;
(c) You have authority to enter into this Agreement on behalf of Your organization (if applicable);
(d) You understand the App's limitations, including AI accuracy and algorithm recommendations;
(e) You are responsible for reviewing and validating App-generated recommendations;
(f) You understand that Knack3 uses Third-Party Services (OpenAI API) as described in Section 6.4;
(g) You have reviewed Knack3's Privacy Policy;
(h) You understand Your data rights and Knack3's data practices.

APPENDIX A: DATA PROCESSING DETAILS

A.1 Categories of Data Processed

Personal Data:

  • User names
  • Email addresses
  • Atlassian account IDs
  • User avatars

Project Data:

  • Project names and keys
  • Project types
  • Project roles
  • Group memberships

Ticket Data:

  • Ticket titles
  • Ticket descriptions
  • Ticket status
  • Ticket dates (created, updated, due, closed)
  • Ticket priorities
  • Ticket types
  • Ticket complexity (if assigned)

Activity Data:

  • Assignment history
  • Ticket view logs
  • User interactions with App interface
  • Skills detection requests
  • Candidate scoring calculations (internal)

A.2 Processing Activities

Skills Detection (via OpenAI):

  • Input: Ticket title and description
  • Process: Natural language processing to extract technical skills
  • Output: List of detected technical skills
  • Duration: Real-time processing, logs retained per OpenAI policy

Candidate Scoring (Internal):

  • Input: Skill data, workload metrics
  • Process: Proprietary algorithm calculation performed within Forge app
  • Output: Candidate rankings and scores
  • Duration: Real-time processing, no external data retention
  • Location: Atlassian Forge infrastructure only

Access Control:

  • Input: User IDs, project IDs, assigned roles
  • Process: Permission validation
  • Output: Access grant/deny decisions
  • Duration: Stored for duration of subscription

A.3 Data Subjects

  • Jira Cloud users who are Authorized Users of the App
  • Jira Cloud users mentioned in tickets processed by the App
  • Administrators configuring the App

A.4 Sub-Processors

  1. Atlassian Corporation Plc

  2. OpenAI, L.L.C.

Note: All candidate scoring and performance calculations are performed internally within the Forge app infrastructure. No external sub-processors are used for scoring algorithms.

A.5 International Data Transfers

Data may be transferred to and processed in countries outside the EEA, including:

  • United States (OpenAI API processing)
  • Locations determined by Atlassian Forge infrastructure

For transfers of Personal Data from the EEA to countries without adequate protection under GDPR:

  • Standard Contractual Clauses (SCCs) are implemented where required
  • Alternative transfer mechanisms may be used as permitted by law
  • Data Processing Agreement available upon request

A.6 Data Subject Rights

Under GDPR and applicable data protection laws, data subjects have the right to:

  • Access their Personal Data
  • Rectify inaccurate Personal Data
  • Erase Personal Data ("right to be forgotten")
  • Restrict processing
  • Data portability
  • Object to processing
  • Withdraw consent

To exercise these rights, contact: privacy@knack3.com

Customer (as data controller) remains responsible for responding to data subject requests related to Customer Data.

APPENDIX B: ACCEPTABLE USE POLICY

B.1 Prohibited Uses

You agree NOT to use the App for:

  1. Illegal Activities:

    • Violating any applicable laws or regulations
    • Facilitating illegal discrimination in employment
    • Violating intellectual property rights
    • Fraud, harassment, or threats

  2. Security Violations:

    • Attempting unauthorized access to systems or data
    • Introducing malware, viruses, or harmful code
    • Conducting security testing without written permission
    • Bypassing authentication or access controls

  3. Interference:

    • Overloading or disrupting App infrastructure
    • Interfering with other customers' use of the App
    • Automated excessive requests (abuse)

  4. Misuse of AI Features:

    • Attempting to manipulate AI outputs for fraudulent purposes
    • Using detected skills for discriminatory purposes
    • Relying solely on AI without human review for critical decisions

  5. Competitive Activities:

    • Benchmarking the App for competitive products
    • Developing competing products using App insights
    • Reverse engineering algorithms

B.2 Consequences of Violation

Violations may result in:

  • Warning notice
  • Temporary suspension of access
  • Permanent termination of license
  • Legal action
  • Referral to law enforcement

END OF AGREEMENT

� 2025 Knack3. All rights reserved.

Last updated: février 04, 2026

For questions or concerns, contact us at support@knack3.com

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