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Artificial Intelligence and Machine Learning Features Addendum

Effective Date
November 18, 2026

This Artificial Intelligence and Machine Learning Features Addendum (“Addendum”) is effective as of the date you (“Customer” or “you”) initially enable any AI/ML Features (as defined below) within the applicable products and services provided by CTM (as defined below) or its affiliates (“Services”). CTM may update the terms of this Addendum from time to time, provided that CTM provides Customer with reasonable prior written notice of any material updates. If Customer does not agree to the material updates to the terms of this Addendum, Customer will have the opportunity to discontinue its use of the AI/ML Features.

IF YOU DO NOT AGREE WITH THE TERMS OF THIS ADDENDUM, YOU SHOULD NOT USE OR OTHERWISE ENABLE ANY AI/ML FEATURE WITHIN THE SERVICES.

This Addendum is between Customer and the CTM entity that has entered into the agreement (“CTM”) covering Customer’s use of the Services (“Agreement”) and forms part of the Agreement. The Agreement includes the CTM Terms of Service, available at https://www.ctm.com/legal/tos/.

1. Definitions

“AI/ML Content” means (a) Input (as defined below) that is Processed (as defined below) through any AI/ML Feature or (b) Output (as defined below) prompted or generated by any AI/ML Feature.

“AI/ML Features” means CTM’s or, subject to Section 5 (Third-Party AI/ML Technology) of this Addendum, a third party’s artificial intelligence or machine learning technology, as applicable, that (a) uses Input to predict outcomes or is capable of generating new content; (b) is included as part of the Services; and (c) is enabled by Customer within Customer’s account.

“AI/ML Features Documentation” means CTM’s standard technical documentation for the AI/ML Features, the current version of which is available at our Help Center.

“Biometric Data” means voiceprints, voice recordings that can be used to identify an individual, and any other biometric identifier or biometric information as defined under applicable law.

“CTM Acceptable Use Policy” means the CTM Acceptable Use Policy, the current version of which is available at: https://www.ctm.com/legal/acceptable-use-policy/.

“DPA” means the CTM Data Protection Addendum available at https://www.ctm.com/legal/data-protection-addendum/, or such other data processing agreement between Customer and CTM.

“End User” means any user of (a) the Services or (b) any software application or other products and services provided by Customer and used in connection with Customer’s use of the Services under the Agreement.

“High Risk Activities” means any operation (a) of nuclear facilities, air traffic control, or life support systems; (b) that is overseen by, or requires clearance or approval from, a regulatory authority; (c) that could lead to death, personal injury, or environmental damage; (d) that constitutes automated decision-making to make a legal, significant, consequential, or similar high risk decision regarding an individual, a group, or subjects of the decision; or (e) that constitutes prohibited use, high risk, or unacceptable risk relating to the use of the AI/ML Features under applicable law or regulation.

“Input” means any data or information Processed via any AI/ML Feature that Customer provides to CTM or that is captured through the Services on Customer’s behalf (including End User communications).

“Output” means any data or information generated by any AI/ML Feature that is prompted by or generated from, as applicable, Input.

“Personal Data” means any data or other information relating to an identified or identifiable natural person or as otherwise defined or interpreted under applicable data protection law or regulation. An identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier, such as a name, an identification number, location data, an online identifier, or one or more factors specific to the physical, physiological, genetic, mental, economic, cultural, or social identity of that natural person.

“Processing” (and “Process”) means any operation or set of operations performed on AI/ML Content, or on sets of AI/ML Content, whether or not by automated means, such as collection, recording, organization, structuring, storage, adaptation or alteration, retrieval, consultation, use, disclosure by transmission, dissemination, or otherwise making available, alignment or combination, restriction, erasure, or destruction.

“Sensitive Data” means an individual’s (a) Social Security number, passport number, driver’s license number, or similar identifier (or any portion thereof); (b) credit or debit card number (other than the truncated (i.e., last four digits) of a credit or debit card number), financial information, banking account numbers, or passwords; (c) employment, financial, genetic, biometric or health information; (d) racial, ethnic, political, or religious affiliation, trade union membership, or information about sexual life or sexual orientation; (e) account passwords, mother’s maiden name, or date of birth; (f) criminal history; or (g) any other information or combinations of information that falls within the definition of “sensitive” or “special categories of data” under applicable data protection law or regulation.

“Terms” means the CTM Terms of Service available at https://www.ctm.com/legal/tos/, or such other master agreement between Customer and CTM governing the Services.

Any capitalized term not defined in this Section 1 will have the meaning provided in the Agreement.

2. Access to AI/ML Features. Customer must actively enable an AI/ML Feature in order to use it. Customer will ensure that AI/ML Content and Customer’s use of any AI/ML Feature comply with the Agreement, this Addendum, the CTM Acceptable Use Policy, and the applicable AI/ML Features Documentation. AI/ML Features are entirely optional and not required to use the Services. As part of Customer’s access to any AI/ML Feature, Customer agrees to provide CTM with any information regarding Customer’s use of such AI/ML Feature upon CTM’s written request. Any breach of this Addendum constitutes a breach of the Terms.

3. AI/ML Features Use Restrictions. Customer may not use the AI/ML Features (a) to develop its own artificial intelligence products, services, features, or technology, or any machine learning models or technology; (b) to mislead anyone that an Output was solely human generated; and (c) for High Risk Activities. Customer is prohibited from using any Personal Data, confidential data or information, or Sensitive Data (collectively, “Prohibited Data”) as Input with any AI/ML Feature that expressly prohibits its use in the applicable AI/ML Features Documentation or via a notice in Customer’s CTM account. Notwithstanding the foregoing, Input Processed by an AI/ML Feature that is designed to Process End User voice communications may include voice recordings and Biometric Data, provided that Customer has obtained all Consents required under Section 6.

4. AI/ML Content

4.1 Processing of AI/ML Content. Customer agrees it has the right to provide the AI/ML Content to CTM and its affiliates for Processing in accordance with this Addendum.

(a) Customer Instructions. Customer and CTM agree that, in accordance with Customer’s instructions, CTM and its affiliates will Process AI/ML Content (i) as set forth in the Agreement and this Addendum; (ii) as necessary to make available, maintain, and secure the AI/ML Features, and to improve the performance and functionality of the AI/ML Features, which includes detecting, investigating, and preventing security incidents, network exploits and abuse, spam, and violations of our CTM Acceptable Use Policy; (iii) as necessary to comply with applicable law or regulation; and (iv) to improve, train, or fine-tune the AI/ML Features for Customer’s benefit in connection with Customer’s use of such AI/ML Features.

(b) Training Other AI/ML Features. CTM agrees that AI/ML Content will not be used to improve, train, or fine-tune CTM’s other AI/ML Features and any related models not used by Customer, without Customer’s acceptance of or agreement to supplemental terms granting CTM the right to do so. For clarity, data that has been de-identified or aggregated in accordance with Section 10.1 of the Terms is not AI/ML Content.

4.2 Output. AI/ML Features use emerging technology that may provide Output that is inaccurate, is offensive, or is not designed or intended to meet Customer’s needs, expectations, or legal, regulatory, or compliance obligations. Customer is solely responsible for reviewing, editing, and amending any Output before publishing, using, or relying on such Output. Due to the nature of artificial intelligence or machine learning technology, Output may not be unique, and any AI/ML Feature may generate the same or similar Output for other customers. CTM does not guarantee the generation of Output by any AI/ML Feature.

4.3 Retention and Deletion. AI/ML Content is subject to the retention and deletion provisions of the Terms and the DPA.

5. Third-Party AI/ML Technology. CTM may use artificial intelligence or machine learning technology provided by a third party (“Third-Party Technology”) to provide some or all of the functionality for the AI/ML Features. By using the AI/ML Features, Customer acknowledges and permits CTM and its affiliates to disclose any Input, as determined by CTM, in its sole discretion, to the applicable Third-Party Technology provider; provided, however, no Input will be disclosed to a Third-Party Technology provider for the purpose of training or fine-tuning its underlying base model, without Customer’s acceptance of or agreement to supplemental terms granting CTM the right to do so. The Third-Party Technology providers used for the AI/ML Features are identified in CTM’s subprocessor list at https://www.ctm.com/legal/subprocessors/, which CTM will update in accordance with the DPA. Customer will comply with the acceptable use terms of the applicable Third-Party Technology providers, as made available by CTM.

6. Consents and Right to Review. Some AI/ML Features may include automatic speech recognition technology, speech-to-text or text-to-speech capabilities, or natural language understanding, which Process End User communications on Customer’s behalf. Customer is solely responsible for providing all notices and obtaining all consents required under applicable law for the capture, recording, transcription, and other Processing of End User communications as described in this Addendum, including Sections 4.1 and 5 (“Consents”), before any End User communication is captured or Processed. Customer will maintain appropriate records of all Consents and will promptly provide evidence of Consents to CTM upon CTM’s written request. CTM has no obligation to verify Customer’s Consents.

7. Ownership. As between the parties, (a) CTM exclusively owns, or its Third-Party Technology providers exclusively own, as applicable, all right, title, and interest in and to the AI/ML Features and (b) Customer exclusively owns all right, title, and interest in and to AI/ML Content that is unique solely to Customer.

8. Conflict. In the event of any conflict or inconsistency among the following documents, the order of precedence will be as follows with respect to the use of any AI/ML Feature: (1) the Business Associate Addendum (if applicable and only with respect to protected health information that is protected and regulated under the Health Insurance Portability and Accountability Act of 1996, as amended from time to time); (2) the EU Standard Contractual Clauses, where applicable; (3) this Addendum; (4) the DPA; and (5) the remainder of the Agreement.

9. Survival. The terms of this Addendum will survive the expiration or termination of the Agreement.