Vapiano AI Support Assistant: Terms of Use
About the Vapiano AI Support Assistant
The Vapiano AI Support Assistant is designed to help employees quickly access information from Vapiano's internal knowledge base and support resources.
The assistant can help with:
- Finding procedures, guides, and documentation
- Answering frequently asked questions
- Troubleshooting common technical issues
- Explaining Vapiano systems and processes
- Assisting with the creation of non-urgent IT support requests
The assistant is intended as a self-service support tool and should be used as a first point of reference where appropriate.
Appropriate Use
The Vapiano AI Support Assistant works best when used for:
✅ Looking up documented procedures and policies
✅ Finding answers to common operational or IT questions
✅ Troubleshooting routine issues
✅ Understanding how Vapiano systems work
✅ Identifying the correct process or support channel
Providing clear and detailed information will help the assistant provide more relevant responses.
Limitations of the Assistant
The Vapiano AI Support Assistant uses artificial intelligence (AI) and information from Vapiano's internal knowledge base.
While every effort is made to provide accurate and relevant information, the assistant:
- May occasionally provide incomplete, incorrect, or outdated information
- May not fully understand complex or unusual situations
- Cannot replace professional judgement or operational decision-making
- Cannot guarantee that all available documentation is included in its responses
- Should not be relied upon as the sole source of information for business-critical decisions
Users are responsible for reviewing information provided by the assistant and verifying important details before taking action.
Business-Critical and Urgent Incidents
The Vapiano AI Support Assistant must not be used as the primary support channel for urgent or business-critical incidents, including but not limited to:
- Restaurant unable to trade
- Complete POS outage
- Payment system outage
- Network or internet failure
- Security or cybersecurity incidents
- Any issue that has a significant impact on restaurant operations
For urgent incidents, users must follow the approved IT escalation and emergency support procedures.
Human Support
The assistant is intended to complement, not replace, the Vapiano IT Support team.
Where the assistant cannot resolve an issue, users should contact IT Support through the approved support channels.
The assistant cannot guarantee immediate review, prioritisation, or resolution of issues by a human agent.
Privacy and Data Protection
When interacting with the Vapiano AI Support Assistant, users must not enter:
- Passwords
- Payment card information
- Customer personal data
- Employee personal data beyond what is necessary to describe the issue
- Any confidential information that is not required for support purposes
Users are responsible for ensuring that information shared complies with Vapiano's data protection, confidentiality, and information security policies.
Interactions with the assistant may be logged and reviewed by authorised Vapiano personnel for support, security, auditing, training, and service improvement purposes.
Continuous Improvement
The Vapiano AI Support Assistant is continually updated and improved.
User feedback may be used to improve the quality, accuracy, and usefulness of future responses and knowledge base content.
Acceptance
By using the Vapiano AI Support Assistant, you acknowledge that:
- You understand the intended purpose and limitations of the assistant.
- Responses are generated using AI and Vapiano's internal knowledge resources.
- Information provided may not always be complete, accurate, or up to date.
- You remain responsible for validating information before taking action.
- You will follow normal Vapiano support and escalation procedures for urgent or business-critical incidents.
The Vapiano AI Support Assistant is intended to assist and guide users, but it does not replace established support processes, operational procedures, or professional judgement.