AI Features

Last updated: July 25, 2025

This AI Addendum sets forth the standard terms and conditions related to the use, governance, and handling of all artificial intelligence features embedded in Mural’s Services, which leverage machine learning models and related AI technologies. By enabling and making use of such artificial intelligence features you agree to be bound by the terms of this AI Addendum.

This AI Addendum supplements the service agreement between you and Mural applicable to Mural Services and shall form an integral part of such agreement.

The parties to the Agreement are hereinafter jointly referred to as the “Parties” and each individually as a “Party”.

1. Definitions

AI Features. Any tools, functionalities, or components in the Services that utilize artificial intelligence or machine learning models, including generative models, large language models, and algorithmic decision-making technologies.

AI Provider. Any third-party entity that supplies the underlying AI infrastructure, platforms, or models used by Mural to provide AI Features.

Customer Data. Customer’s Input and Output related to the use of AI Features.

Input. Data, Content, prompts, or materials provided by you or its users through the use of Services to be processed by the AI Features.

Output. Any Content generated and returned by the AI Features within the Service based on Inputs.

Any capitalized terms that are not defined in this AI Addendum have the meanings assigned to such terms in the Main Services Agreement or equivalent agreement governing the relevant Services.

2. Customer Content, Ownership and Use

Ownership. To the extent allowed under applicable law, as between the Parties, any Inputs and Outputs, is Customer Content and Customer retains all rights, title, and interest in and to all Inputs and Outputs, except to the extent Output incorporates, is derived from or includes Mural Materials (such as templates, tools, models or underlying algorithm), which remain Murals’ Intellectual Property. You acknowledge that due to the nature of machine learning and the technology powering the AI Features, the AI Features may generate the same or similar outputs for other Mural customers or users.

Processing. Customer Data may be processed by Mural and within Mural-managed instances of the AI Providers’ infrastructure solely to provide AI Features to Customer and for no other purpose. Mural does not use your Content or permit others to use your Content to improve, train, or develop any machine learning models.

Mural may collect, store, and use AI Feature inputs submitted by users in an anonymized and de-identified form, solely for the purpose of improving AI Features by analyzing usage patterns, identifying common user issues, and enhancing product development and user experience.  Mural will implement and maintain reasonable technical, administrative, and organizational safeguards to ensure the integrity and irreversibility of the anonymization and de-identification processes.

Use of AI Features. Restrictions on use of the Services apply to your use of the AI Features. AI Features may not be used to generate content that can inflict harm on individuals or society, or that is intentionally deceptive and likely to adversely affect the public interest; mislead any person or imply that Outputs are unique or solely human generated; provide Inputs or attempt to generate Outputs that contain any personal information or other prohibited data or violate any applicable law; discover or to attempt to discover any underlying components of the models, algorithms and systems, such as exfiltrating the weights of models; or use or attempt to use web scraping, web harvesting, or web data extraction methods to extract data from the Third Party Services or Outputs. Mural may limit your access to or use of the AI Features or the Services if Mural has a reasonable basis to believe that Outputs or your use of the AI Features violates these terms, our Documentation or the Agreement.

3. Mural’s Obligations

Human Oversight. Mural will implement and maintain appropriate policies aligned with Responsible AI principles, and take commercially reasonable steps to implement human oversight practices (“Human-in-the-Loop”) to review and intervene in the use or outcomes of AI Features.

Responsible AI Governance. Mural will maintain documented policies and procedures reflecting commonly accepted industry standards for the ethical and responsible use of AI, including bias, fairness, accountability, and transparency. Mural shall take commercially reasonable measures to mitigate any harmful biases, fairness, accountability, and transparency managed in accordance with such policies and processes.

Monitoring. Mural will monitor AI Features for model drift, bias, inaccuracies, and unintended discrimination. In case any such issues are identified, Mural will promptly take actions to remediate, and Mural will notify Customer without undue delay of any material issue.

Transparency and Explainability. Mural shall provide clear and conspicuous visualisation, labeling, or notifications within the Services to inform Customer and Authorised Users of the presence and use of AI Features. Such disclosures shall be easily accessible and understandable, and shall include the fact that AI is used and the context in which it is used.

Mural will retain and, upon request, provide human-readable documentation explaining how AI Features operate.

4. Information Security Requirements

Mural’s obligations with regard to information and system security and protection of personal data are defined in detail in the Agreement. Mural shall always adhere to and comply with appropriate information security standards that could be expected from professional service providers within Mural’s field of business and remain in compliance with agreed certifications, such as ISO27001.

Mural’s information policies are available to Customer upon request and include business continuity, vulnerability and disaster recovery policies relevant to Mural’s services.

In addition, Mural personnel shall complete security and AI awareness programmes annually.

Upon the Customer’s request,  Mural shall provide Customer with evidence of Mural’s adherence to and compliance with such information security standards agreed in the Agreement  (e.g., by providing copies of valid third-party certificates evidencing adherence to and compliance with internationally accepted information security standards).

5. Confidentiality

Without limiting the agreed scope of Customer’s confidential information, Mural’s confidentiality obligations set out in the Agreement shall always cover any confidential, personal or otherwise sensitive information of the Customer, including, inter alia, information that is related to a) the Customer, b) the clients, policyholders, beneficiaries, and employees of the Customer as well as all other persons and c) the contracting parties of the Customer.  

In addition to the confidentiality obligations set out in the Agreement, Mural shall also comply with all legal requirements regarding the protection of data that apply to its service operations.

6. Warranties

Mural represents and warrants that a) It does not and will not use Customer Content to train any models without permission; b) there are no known legal claims, proceedings, or investigations pending or threatened relating to the provision of AI Features; c) Mural has implemented responsible use policies aligned with ethical AI principles.

Except as expressly provided, Mural disclaims all warranties regarding the accuracy or suitability of Outputs, and Customer is responsible for reviewing Outputs before use.

Except as explicitly provided above, AI Features are provided as part of the Service without further warranties on as-is basis. Mural may modify AI Features and the applicable terms of use at any time, including implementing usage limits, fees, or discontinue to provide AI Features.

Artificial intelligence and machine learning technologies have known and unknown risks and limitations, including that content generated by such technologies is subject to inaccuracies, biases, and other defects regardless of the actions required from Mural. Therefore, except as explicitly provided above, Mural makes no representations, warranties or covenants of any kind regarding Outputs or AI Providers’ services that support the AI Features. Customer is solely responsible for reviewing any Outputs prior to acceptance or use, developing your own internal policies regarding the appropriate use of such technologies, and training your Authorized Users regarding such policies.

7. Audit, Cooperation and Notifications

Testing and Monitoring.  Mural will implement testing and controls designed to facilitate fairness, accuracy, reliability, and validity of its AI Features and Output. Mural shall, upon reasonable request, provide documentation and technical descriptions of the AI Features, and information about Mural’s AI quality assurance measures and AI performance review processes.

Assistance. Upon request, Mural will use commercially reasonable efforts to assist with any assessments or audits by Customer or regulatory authorities related to AI Features, including responding to AI questionnaires and providing relevant documentation or information available at the time of request.

Notifications. Mural will notify Customer promptly after becoming aware of material a) changes to AI Features or their functioning, b) any instance of non-compliance with this Addendum, or c) Data Incident affecting Customer Content used in connection with AI Features. Should an incident occur, sufficient information will be provided so that affected parties can properly understand the incident, its resolution, and the steps taken in order to prevent a similar incident in the future.

8. Other

Except as amended by this Addendum, the Agreement shall remain in full force and effect. Further, as applicable. In case of any conflict or inconsistency between this Addendum and the Agreement, this Addendum shall always prevail.

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In addition to our commitment to customer-friendly AI terms, Mural is proud to be among the pioneering signatories of the EU AI Pact.