1. Scope and provider
These General Terms and Conditions apply to all services and offers provided by StoryAlive to its customers.
StoryAlive is a service of:
DIGITALE WELT GmbH
Christof Hunziker
Rue de l’Hôpital 36
3280 Murten
Switzerland
Hereinafter, DIGITALE WELT GmbH is referred to as “StoryAlive” and the respective contracting party as the “customer”.
Deviating or supplementary agreements, particularly individual offers, service descriptions and service level agreements (SLAs), take precedence over these terms where expressly agreed.
2. Contract formation and components
A contract is formed in particular through acceptance of an offer, an order confirmation or another express agreement between StoryAlive and the customer.
The specific scope of services is determined by the respective offer or agreed service description.
The terms in force at the time the contract is concluded form part of the contract.
3. StoryAlive services
StoryAlive is a platform for interactive AI-powered experiences and digital advice.
Depending on the agreed product and scope, the offer may include in particular:
- design and setup of a StoryAlive Experience;
- capturing, structuring and providing knowledge;
- AI-powered dialogue and advice;
- voice and text input and speech output;
- integration into websites, touchpoints, QR codes, NFC or other access points;
- multilingual support;
- connection to external systems and data sources;
- analytics, monitoring and administration functions;
- support and operational services.
The specific features and services depend on the product line and package purchased and any individual agreements.
StoryAlive may further develop the platform technically and modify features, provided this does not materially impair the agreed core service.
4. Setup, onboarding and go-live
The initial setup of a StoryAlive Experience is carried out together with the customer based on the agreed scope.
StoryAlive may initially provide Experiences in a development, test or pilot environment.
Before publication in production, StoryAlive may require customer approval. Approval may cover in particular the Experience, supplied knowledge, content, dialogue behaviour and relevant configurations.
By granting approval, the customer confirms that they have reviewed the content and Experience submitted for review and that, to their knowledge, these can be used for the intended purpose.
Following approval, the Experience may be transferred to the production environment and published.
5. Knowledge, content and customer responsibility
The customer retains control over the content and knowledge they provide.
The customer is responsible for ensuring that the information they provide or approve is factually correct and up to date and that they hold the necessary rights to use that content.
StoryAlive supports the customer in capturing, structuring, preparing and technically providing knowledge.
Where StoryAlive automatically analyses, summarises or structures content or generates suggestions from it, customer approval remains decisive.
The customer undertakes to inform StoryAlive of material changes to information relevant to the correct operation of their Experience.
6. AI-generated responses
StoryAlive uses artificial intelligence to generate and provide dialogues, responses and other content.
Despite careful configuration and suitable knowledge bases, AI systems may produce incomplete, inaccurate or incorrect responses.
StoryAlive therefore does not guarantee that every AI-generated response is always complete, error-free or suitable for a particular decision.
StoryAlive is not intended to replace professional advice in areas requiring qualified specialist, legal, medical, financial or other professional assessment.
The customer is responsible for using StoryAlive only in areas suitable for AI-powered communication.
StoryAlive develops technical and organisational measures to align responses as far as possible with approved knowledge and the intended context of each Experience.
7. Use of StoryAlive
The customer undertakes to use StoryAlive lawfully and in accordance with the agreed purpose.
In particular, StoryAlive must not be used to provide unlawful content or conduct activities that infringe third-party rights or compromise the platform’s security and stability.
Access credentials must be kept confidential and must not be shared with third parties without authorisation.
Where there are reasonable grounds to suspect abusive or unlawful use, StoryAlive may temporarily restrict or block access. The customer will be informed where possible.
8. Integrations and third-party services
StoryAlive may use or connect to third-party services and systems, such as AI services, identity services, hosting infrastructure, business software, data sources or interfaces.
StoryAlive cannot provide an unrestricted warranty for the availability, functionality and changes of third-party services.
For customer-specific integrations, the customer is responsible for ensuring they are authorised to use and provide the relevant systems, interfaces and data.
Changes to external systems or interfaces that require adjustments to StoryAlive may fall outside the agreed scope and be charged separately.
9. Availability, maintenance and support
StoryAlive operates the platform with reasonable care and aims for high availability.
Unless a separate service level agreement has been agreed, there is no entitlement to any specific or uninterrupted availability.
Operation may be temporarily restricted for maintenance, security updates, technical adjustments or troubleshooting.
Planned maintenance will be announced in advance where possible.
Support services, response times, on-call services and special requirements for business-critical or time-critical uses are governed by the agreed scope or a separate SLA.
10. Prices and payment terms
Prices are determined by the relevant offer, order or pricing structure agreed at the time of contract formation.
One-off services, particularly setup, design, integration or customer-specific adjustments, may be invoiced separately and in instalments. Instalment amounts and due dates are set out in the relevant offer.
Unless otherwise agreed in the offer, the agreed setup services must be paid in full before go-live.
The agreed subscription begins at go-live. The first subscription fee is due no later than go-live.
If, at the customer’s request, an Experience does not go live following a development, test or pilot phase, subscription fees not yet due are not owed. Setup services already delivered and due under the offer are non-refundable.
Recurring services are invoiced according to the agreed subscription or billing interval.
Unless otherwise agreed, invoices are payable without deduction within 30 days of the invoice date.
Additional services outside the agreed scope may be charged separately following prior agreement.
11. Subscriptions, term and termination
Recurring StoryAlive services are generally provided as a monthly subscription unless otherwise agreed in the offer or contract.
The subscription starts when the agreed Experience goes live.
The subscription may be terminated at the end of the current monthly billing period.
Without cancellation, the subscription automatically renews for another monthly billing period.
A fixed usage period may be agreed for time-limited Experiences, particularly events, campaigns or similar uses. Once it expires, the agreed production use ends unless an extension is agreed.
Different terms and termination conditions may be agreed in the individual offer or contract.
The right to extraordinary termination for good cause remains reserved.
12. End of contract and data retention
The relevant StoryAlive Experience is deactivated when the contract or production use ends.
Customer-specific data, content, knowledge and configurations are generally retained for 30 days after the contract ends. During this period, arrangements may be made in particular for data transfer, reactivation or renewed use.
After this period, the data may be deleted unless statutory retention obligations or other legitimate grounds require continued retention.
A longer retention period may be agreed at the customer’s request. Extended retention may incur charges and is agreed individually.
Subsequent reuse or reactivation depends on whether the relevant data still exists and is compatible with the then-current version of the StoryAlive platform.
13. Data protection and processing on behalf of customers
StoryAlive processes personal data in accordance with applicable data protection provisions.
Further information on the nature, scope and purpose of data processing is set out in the current StoryAlive privacy policy .
Depending on how StoryAlive is used, personal data may be processed on behalf of the customer, particularly when connecting customer systems or data sources or processing customer-specific data.
Where required by the specific processing or agreed between the parties, processing on behalf of the customer is governed by a supplementary agreement.
The customer is responsible for ensuring that personal data they provide or make accessible through StoryAlive may lawfully be processed.
StoryAlive takes appropriate technical and organisational measures to protect data processed as part of its services.
14. Intellectual property and usage rights
Rights to the StoryAlive platform, its software, technical architecture, generic components, templates and further developments remain with StoryAlive or the respective rights holders.
The customer receives the necessary right to use the agreed StoryAlive services for the duration of the contract.
Content, brands, documents, images, data and other materials supplied by the customer remain the property of, or subject to rights held by, the customer or the respective rights holders.
To the extent necessary to deliver the agreed services, the customer grants StoryAlive the right to process, store and use this content within the agreed Experience for the duration of the contract.
Any further use of customer-specific content by StoryAlive requires appropriate authorisation or consent.
15. Liability
StoryAlive provides its services with reasonable professional care.
Liability is governed by applicable Swiss law.
To the extent permitted by law, StoryAlive is not liable for indirect or consequential damages, lost profits or damage resulting from the use of incorrect or incomplete AI-generated information.
StoryAlive is not liable for disruptions or damage beyond its control, particularly those caused by failures of telecommunications networks, external platforms, interfaces or third-party services.
Limitations of liability do not apply where liability is mandatory by law.
The customer is responsible for making appropriate organisational arrangements for business-critical applications in the event StoryAlive is unavailable.
16. Changes to services and terms
StoryAlive continuously develops its platform.
StoryAlive may amend these terms, particularly where required by legislative changes, technical developments or material changes to its services.
Material changes affecting existing contractual relationships will be communicated appropriately.
Changes that materially impair the customer’s contractual position will not apply retroactively.
17. Governing law and jurisdiction
The contractual relationship between StoryAlive and the customer is governed exclusively by Swiss law.
To the extent permitted by law, exclusive jurisdiction lies in Murten, Switzerland.
DIGITALE WELT GmbH may also bring proceedings against the customer at the customer’s registered office or place of residence.
18. Final provisions
If any provision of these terms is invalid or unenforceable, the remaining provisions remain unaffected.
Individual agreements between StoryAlive and the customer take precedence over these terms where they differ.