At Teamwork.com, your privacy is paramount. Teamwork.com is committed to protecting customer data while continuing to provide AI-powered functionality within its services. This policy sets out how we use AI across our products, how we protect your data in that context, and what responsibilities apply when you use AI-powered features.
This policy is intended to be read alongside our other legal documents, all of which are available at teamwork.com/legal:
Privacy Notice: which explains how we collect, use, and protect personal data across all our services;
Data Processing Agreement (“DPA”): which governs our processing of Customer Personal Data on behalf of customers, including sub-processor arrangements, data retention, security obligations, and international data transfers; and
Terms of Service: which sets out the contractual terms governing use of the platform, including acceptable use obligations and liability.
In the event of any conflict between this AI Policy and any of those documents, those documents shall prevail.
Your Data
All AI components (current and future) within Teamwork.com products are designed with the protection of customer data as a priority. Our use of AI is guided by principles of transparency, data protection, and compliance with applicable laws, including the GDPR.
Teamwork.com may offer AI powered functionality across various areas of the platform. These features are designed to assist with productivity and workflow efficiency.
Customers may upload and process a wide range of content within the Services. Teamwork.com does not control the nature of Customer Data submitted and processes Customer Data on behalf of customers in accordance with applicable data protection laws and our contractual commitments.
Where AI powered features are enabled, Customer Data may be processed for the purpose of delivering and supporting those features within the Services. Such processing is limited to what is necessary for the functionality and is not used to train general-purpose AI models by Teamwork.com or its third-party providers. All such processing is carried out in accordance with the technical and organisational security measures set out in Schedule 3 of the Data Processing Agreement.
Teamwork.com does not use Customer Data to train its own AI models.
Customers remain responsible for the content they upload and for ensuring that such use complies with all applicable laws and regulatory requirements. As set out in our Terms of Service and reflected in our Privacy Notice, customers must not submit certain categories of data requiring heightened protection, including special category data under GDPR, protected health information, or payment card data subject to PCI DSS, except where explicitly permitted.
Customers are responsible for obtaining any necessary consents, permissions, or other valid legal bases required for the processing of Customer Data, including where AI features are used.
AI Functionality: Transparency
AI functionality within Teamwork.com may be provided using third-party services, such as large language models. These services are only activated through deliberate user actions, and customers maintain control over their use.
Teamwork Desk AI Features operate differently from other AI Features. Where a Customer deliberately enables applicable Desk AI functionality, relevant ticket content is automatically processed on an ongoing basis to provide that functionality, without requiring a separate user action for each ticket. The Customer may disable the applicable Desk AI functionality at any time through the available product controls.
Only data explicitly submitted through AI input methods are processed for the purpose of generating a response. Data is processed only as necessary to fulfil the request and in accordance with our contractual, security, and data protection obligations.
Teamwork.com does not use Customer Data submitted through AI features to train general-purpose AI models by Teamwork.com or its third-party providers.
Depending on the feature and configuration, limited processing may be performed by carefully selected third-party providers acting on our behalf and subject to appropriate contractual, confidentiality, and data protection safeguards in accordance with Section 7 of the Data Processing Agreement. A current list of sub-processors engaged in the delivery of AI features are maintained in Schedule 2 of the Data Processing Agreement. Customers will be notified of any new or replacement AI sub-processors in accordance with the sub-processor change process set out in DPA Section 7.2, and may raise objections in the manner described therein.
Where Teamwork.com uses third-party AI model providers to support AI Features, those providers are engaged under appropriate contractual, confidentiality, security, and data protection safeguards. Teamwork.com configures and uses such services with the objective of providing protections that are materially comparable to those applied within Teamwork.com’s own Services, including purpose limitation, access controls, confidentiality commitments, and restrictions on provider use of Customer Data.
Customer Data submitted to AI Features is not used by Teamwork.com, or permitted to be used by its third-party AI model providers, to train general-purpose AI models. Third-party AI model providers may process Customer Data only as necessary to deliver, secure, monitor, and support the relevant AI Feature, and may retain limited data or metadata where required for security, abuse prevention, service integrity, legal compliance, or similar operational purposes, subject to applicable contractual restrictions and data protection safeguards.
Teamwork.com will maintain appropriate vendor due diligence, contractual controls, and technical and organisational measures for AI processing, and will update its sub-processor disclosures where third-party AI model providers process Customer Personal Data on behalf of customers.
Data Privacy
AI features process only the data provided by the user for the specific request. Customer Data processed through AI features is handled in accordance with the security measures set out in the Data Processing Agreement and applicable data protection laws, including the GDPR. For a full description of our technical and organisational security measures, please refer to Schedule 3 of the Data Processing Agreement.
Data processed through AI features falls into three distinct retention categories:
Transient processing data: Data submitted to an AI feature solely to generate a response, and not saved by the user as an output, is not retained by Teamwork.com beyond completion of the request, except for limited security, abuse prevention, or legal compliance purposes where applicable. This includes data passed to third-party AI model providers, who are contractually required to discard it upon fulfilment of the request with no residual retention, except for limited security, abuse prevention, or legal compliance purposes where applicable.
User-generated AI outputs: Where a user intentionally creates and stores an AI-generated output within the platform, such as a meeting summary, drafted message, or AI-assisted task, that output is retained as part of the user’s account data in the same way as any other content created within the Services. The lawful basis for this retention is performance of contract: the user has requested that the platform generate and store the content, and retention is necessary to fulfil that request. Such data is retained in accordance with the Data Processing Agreement (retention periods are set out in Schedule 1) and is returned or deleted in accordance with Section 9 of the DPA on termination or expiry, together with the Privacy Notice, it is deleted in accordance with those terms or upon account closure.
Operational and security logs:
Teamwork.com may generate and retain limited metadata and logs relating to AI Feature use for security monitoring, abuse prevention, fraud detection, policy enforcement, audit, service reliability, and service integrity purposes. Where Teamwork.com processes such data as a processor on behalf of the Customer, it does so in accordance with the DPA and the Customer’s documented instructions. Where Teamwork.com determines the purposes and means of processing such operational or security metadata, Teamwork.com processes it as a controller in accordance with the Privacy Notice. Such data is retained only for as long as necessary to support the relevant operational or security purpose and is deleted in accordance with Teamwork.com’s data retention practices. Where information needs to be preserved for a security investigation, forensic analysis, or legal or regulatory requirement, we may retain the relevant data for the limited period necessary to complete that activity.
No Teamwork.com staff have access to data processed through AI services except where necessary to investigate a security incident or to comply with applicable law, consistent with the confidentiality obligations set out in Section 5.1 of the Data Processing Agreement.
Data Residency: Teamwork.com is actively working to introduce regional data residency controls for AI processing, in line with our broader data residency roadmap. Until those controls are available, Customer Data submitted through AI features may be processed outside the customer’s designated region, subject to appropriate international transfer safeguards as set out in the Data Processing Agreement and applicable Data Transfer Addenda (available at teamwork.com/legal). We will update this policy and notify customers when regional AI processing controls become available.
Government and Law Enforcement Access: Teamwork.com does not provide government authorities or law enforcement with unrestricted access to Customer Data processed through AI features. In the event we receive a lawful request for such data, our legal and privacy teams will review it to verify it is valid, properly issued, and limited to the minimum data necessary to satisfy the legal obligation. We will use reasonable efforts to notify the affected customer prior to any disclosure, unless we are legally prohibited from doing so.
Teamwork Desk
For Teamwork Desk’s AI-powered features, processing takes place on infrastructure operated by Teamwork.com, hosted on AWS. Where any third-party model is used for Desk features, it is engaged subject to appropriate contractual, security, and data protection safeguards, and customers will be notified in advance.
Knowledge Base URL Submissions
Teamwork Desk’s AI Agent includes a feature that allows users to submit publicly accessible URLs for inclusion in the AI Agent’s knowledge base (“Knowledge Base Feature”). The following terms apply specifically to use of this feature and supplement Teamwork.com’s general Terms of Service and this AI Policy.
Representations and warranties
By submitting a URL to the knowledge base, you represent and warrant that:
the URL points to a publicly accessible website or resource, and that no unauthorised access, credential bypass, or circumvention of access controls has been used to retrieve such content;
you are the owner of the content at that URL, or you hold all necessary licences, consents, and permissions to use, reproduce, and process that content for the purpose of informing an AI agent;
the submitted content does not infringe any third-party intellectual property rights, including copyright, database rights, or trade marks;
the content complies with all applicable laws, including data protection legislation such as the GDPR; and
you remain responsible for the provenance of any content at the submitted URL, including where that content was itself generated by a third party or sourced from other websites.
Prohibited content
You must not submit URLs that point to content which:
contains personal data without a lawful basis for its processing;
infringes third-party copyright or other intellectual property rights;
is protected by a paywall, login, or other access control;
is subject to confidentiality obligations;
is otherwise prohibited from scraping or reproduction under the terms of the relevant website, including where prohibited by that site’s robots.txt file or terms of use; or
violates any applicable law or regulation.
User responsibility and indemnification
You assume sole responsibility for ensuring that any URL you submit complies with these requirements and all applicable laws. Teamwork.com does not review or audit submitted URLs for legal compliance and accepts no liability for content you submit. In accordance with the indemnity provisions of the Teamwork.com Terms of Service, you agree to indemnify Teamwork.com against any claims, losses, or costs arising from your submission of content that violates these requirements or the rights of any third party.
Logging and record-keeping
Teamwork.com may retain records of submitted URLs and associated metadata, including the URL, time of submission, and the submitting user, for security, audit, and compliance purposes. This data constitutes personal data and is processed in accordance with Teamwork.com’s Privacy Notice, including the data retention and deletion principles set out therein.
Content removal
Teamwork.com reserves the right to remove any URL or associated content from the knowledge base at any time, including upon receipt of a valid intellectual property or data protection complaint. Removal of a URL may affect the accuracy or completeness of AI Agent responses generated from that content; Teamwork.com is not obligated to notify users of all removals, though we will endeavour to do so where material. Users may also remove submitted URLs at any time through the Teamwork Desk interface.
AI Acceptable Use
Use of Teamwork.com AI features is governed by the Teamwork.com Terms of Service, including the use restrictions in clause 2.4. The following conditions apply specifically to AI features. Teamwork.com may suspend or disable access to AI features (without affecting the broader platform) where these conditions are not met.
Replicating or competing with our AI. You may use AI outputs freely in your own work and run Teamwork.com alongside other AI products, but you must not use the AI features to reverse engineer, extract, or reconstruct the underlying models, system prompts, or safety configurations, or to build or train a product or service that competes with Teamwork.com or its model providers.
Security and platform integrity. You must not attempt to extract system prompts or safety configurations through prompt injection or similar techniques, probe or test the security of the AI features or underlying infrastructure without our prior written consent, or generate outputs intended to attack, compromise, or harm Teamwork.com, other customers, or third parties.
High-risk use. AI features must not be used in connection with decisions or activities where failure, inaccuracy, or misuse could reasonably be expected to result in physical harm, denial of legal rights, unlawful discrimination, or other high-risk impacts. You are responsible for determining whether laws or regulations impose additional requirements on your AI-assisted processes.
Where third-party AI model provider policies impose stricter requirements, those apply to the relevant feature. The current providers are listed in Schedule 2 of the DPA.
EU AI Act Compliance
As an EU-based company making AI Features available within its Services, Teamwork.com will assess its role under the EU AI Act on a feature-by-feature basis and comply with the obligations applicable to it, including where Teamwork.com acts as a provider or deployer of an AI system. Teamwork.com will continue to monitor regulatory guidance, enforcement developments, and changes to its AI Features, and will update this policy and its AI governance practices as appropriate.
Customer Obligations
Customers remain responsible for ensuring that their use of AI Features complies with all laws and regulations applicable to them, including obligations relating to automated decision making or high risk AI use cases where applicable.
Risk classification
Teamwork.com has assessed its current AI features against the AI Act’s risk-based classification framework. We consider our AI features to fall within the minimal or limited risk categories under the Act. None of our current AI features are designed for, or used in, high-risk use cases as defined in Annex III of the AI Act (including, for example, AI used in employment decisions, access to education, or critical infrastructure). We will reassess this classification if our AI feature set expands into areas that may attract higher-risk classification.
Prohibited practices
The AI Act’s prohibition on certain AI practices (Article 5) has applied across the EU since February 2025. Teamwork.com’s AI features do not engage in any prohibited practices under the Act, including subliminal manipulation of users, exploitation of individual vulnerabilities, social scoring, or real-time biometric identification in public spaces.
AI literacy
The AI Act’s obligation to ensure an adequate level of AI literacy among employees and contractors who operate AI systems (Article 4) has applied since February 2025. Teamwork.com is committed to ensuring that staff involved in the development, deployment, and support of AI features maintain appropriate awareness of AI capabilities, limitations, and relevant legal obligations.
Transparency obligations (August 2026)
The AI Act’s transparency obligations for deployers of certain AI systems (Article 50) will come into full effect in August 2026. These include requirements to disclose to users when they are interacting with an AI system, and to label certain AI-generated content as such. Teamwork.com will implement any necessary disclosures and labelling and will update this policy accordingly.
Ongoing compliance
Teamwork.com will monitor developments in EU AI Act guidance, enforcement, and secondary legislation and update its AI governance practices accordingly. Customers who have questions about our AI Act compliance position may contact us at privacy@teamwork.com.
Disclaimer of Warranties
Teamwork.com makes no guarantees as to the accuracy, completeness, or suitability of any results produced by AI functionality. All content generated through these tools is provided “as-is” and used at your own risk. You are responsible for verifying the accuracy and appropriateness of any content created with AI features; output may contain errors, inaccuracies, or material that requires further validation. AI-generated outputs may not be unique and similar outputs may be generated for other users.
No information, advice, or content, whether oral or written, obtained through Teamwork.com or its AI functionality creates any warranty not expressly stated in these terms. Teamwork.com disclaims all warranties, express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, and non-infringement.
Teamwork.com shall not be liable for any damages, losses, or causes of action resulting from the use of AI features or reliance on AI-generated content. AI functionality is provided as a supplemental tool within the broader Teamwork.com service and may be modified or discontinued at any time at our sole discretion. You are solely responsible for reviewing outputs for accuracy and ensuring their appropriate use within your organisation.
Changes to This Policy
Teamwork.com reserves the right to update this AI Policy at any time to reflect changes in our products, technology, or applicable legal and regulatory requirements. Where changes are material, we will communicate them via in-product notification or email. Continued use of AI features following notification of changes constitutes acceptance of the revised policy.
This policy supplements and does not modify or supersede the Teamwork.com Terms of Service, Data Processing Agreement, or Privacy Notice (all available at teamwork.com/legal), which continue to apply in full. Questions about data privacy and this policy may be directed to privacy@teamwork.com.