Terms of Service

Zxseva provides software to receive, classify, assign, track, escalate and report on citizen grievances, including the Grievance Inbox, AI Sorter, Citizen App, Officer Workbench, SLA Escalations, Public Dashboard and Citizen Feedback. The features available depend on the plan in the client’s order.

The person who signs up must be authorised to act for the office named. The client is responsible for adding and removing officer accounts, for the roles assigned to them, and for keeping login details confidential.

Accounts must be removed or reassigned when an officer is transferred or leaves.

The free pilot covers one department or a cluster of up to 20 wards for 60 days from the first citizen grievance received. There is no charge and no obligation to buy. At the end of the pilot the client may move to a paid plan or receive an export of all pilot data, after which it is deleted.

• Use the service only to handle genuine public grievances and related service requests.
• Do not alter, backdate or delete case records to misstate deadlines or closures.
• Do not upload unlawful content or attempt to access data outside your assigned role.
• Do not probe, disrupt or reverse engineer the service.

All grievance data belongs to the client. We process it only to provide the service and as described in the Privacy Policy. The client is responsible for informing citizens how their grievances are handled and for any consent required by law.

AI Sorter suggestions are aids to officers, not decisions. Officers remain responsible for the department, priority and outcome of each case and can correct any suggestion. We do not guarantee that every automated suggestion is correct.

Paid plans are billed yearly in advance at the rates in the order, exclusive of taxes. Messaging charges for WhatsApp and SMS are billed at the provider’s published rates. Refunds are handled as set out in the Refund Policy.

We aim for 99.5% monthly availability for cloud-hosted plans, excluding scheduled maintenance announced in advance. For State Data Centre and on-premise installations, availability depends on the client’s infrastructure. Support channels and response times are those listed for the client’s plan.

To the extent permitted by law, our total liability under these terms in any twelve months is limited to the fees paid by the client for that period. We are not liable for indirect or consequential loss, or for delays in resolving grievances, which remain the responsibility of the client’s officers.

Either side may end a plan at the close of its yearly term with 30 days’ written notice. We may suspend accounts that breach these terms. On termination the client receives a full data export and data is deleted within 30 days.

These terms are governed by the laws of India. Disputes will first be discussed in good faith and, failing that, referred to arbitration or to the courts named in the client’s contract.