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Acceptable Use Policy

Last updated: June 15, 2026Version 1.0

This Acceptable Use Policy (“AUP”) defines the rules for using Keme SupportOps. It applies to all operators, authorised users, and agents who access the platform. By using the Services, you agree to these rules.

Purpose

This AUP protects the security and reliability of the Keme SupportOps platform for all customers, ensures that use of the platform complies with applicable law, and preserves a trustworthy environment for the gaming studios, players, and support agents who depend on it.

This AUP is incorporated into the Terms of Service. Capitalised terms not defined here have the meanings given in the Terms.

Permitted Uses

You may use the Keme SupportOps platform for the following legitimate business purposes:

  • Using the platform to manage player and customer support tickets for your own products
  • Creating and managing multiple workspaces for products or brands under your organisation
  • Inviting authorised team members (agents, admins) to collaborate within your workspace
  • Connecting permitted third-party integrations (Discord, Steam, Twitch, email) to receive and respond to tickets
  • Using the AI Copilot to draft, suggest, and improve agent responses
  • Exporting ticket data and analytics reports for your own operational use
  • Using the public API and webhooks for legitimate automations within your own systems
  • Bulk-importing historical ticket data during onboarding
  • Testing platform features in a sandbox environment that does not affect production data

Prohibited Uses

The following activities are expressly prohibited:

Illegal activity
Using the platform to engage in any activity that violates applicable law, regulation, or third-party rights.
Unauthorised data processing
Processing personal data for which you do not have a lawful basis under GDPR or applicable data protection law.
Resale or sublicensing
Reselling, sublicensing, or providing access to the Keme platform to third parties without our express written consent.
Reverse engineering
Decompiling, disassembling, or attempting to derive the source code, algorithms, or models of any part of the platform.
Security attacks
Probing for vulnerabilities, attempting to gain unauthorised access, or conducting denial-of-service attacks against Keme infrastructure or other customers.
Malware transmission
Uploading or transmitting malicious code, viruses, or any software designed to damage or disrupt systems.
Platform interference
Using the platform in a way that degrades performance or availability for other customers.
Abuse of AI features
Using the AI Copilot to generate deceptive, harassing, misleading, or otherwise harmful content directed at end-users.
Spam and unsolicited contact
Using the platform to send unsolicited commercial communications or bulk outreach not related to legitimate support requests.
Impersonation
Impersonating Keme employees, other operators, or any individual or organisation.
Credential sharing
Sharing account credentials between multiple individuals. Each active agent must have their own named seat.

AI Copilot Usage Rules

The AI Copilot feature generates suggested responses and detects patterns in your ticket data. It is designed to assist human agents, not replace human judgement. When using AI Copilot:

  • Agents must review AI-generated suggestions before sending to end-users. Automated sending of AI responses without human review is permitted only within explicitly configured automation rules reviewed and approved by a workspace Admin.
  • AI outputs must not be used to mislead, deceive, or manipulate end-users.
  • Operators are responsible for the accuracy, appropriateness, and compliance of all AI-assisted responses sent to end-users.
  • Do not use AI Copilot to process sensitive categories of personal data (health, financial, biometric) unless you have implemented appropriate safeguards and have a lawful basis to do so.
  • You must not attempt to extract, reverse-engineer, or reproduce the underlying AI models, training data, or proprietary prompts used by Keme.

Data and Privacy Rules

You are responsible for the lawfulness of the personal data you process through Keme SupportOps. Specifically:

  • You must have a valid lawful basis under applicable data protection law (e.g., GDPR, UK GDPR) for processing end-user data through the platform.
  • You must not submit to the platform more personal data than is necessary for the stated support purpose (data minimisation).
  • You must maintain a valid privacy notice that informs end-users how their support data is processed and that it may be processed by Keme as your data processor.
  • You must honour end-user data rights requests (access, erasure, portability) within the timeframes required by applicable law. Keme will assist you in fulfilling requests relating to platform-held data.
  • You must not use the platform to process data about children under 13 without appropriate parental consent or other lawful basis.

Content Standards

Content submitted to or generated through the platform — including ticket responses, knowledge base articles, and automation rule labels — must not:

  • Be defamatory, harassing, threatening, abusive, or discriminatory
  • Infringe any third-party intellectual property right
  • Contain malware, phishing links, or deceptive content
  • Violate any applicable consumer protection or advertising law
  • Contain adult content or graphic violence unless your platform is age-gated and your subscription agreement explicitly permits such use

Enforcement

We investigate all reported and detected violations. Depending on the severity and nature of the violation, we may take the following actions:

WarningFor minor first-time violations — written notice and opportunity to remediate.
Feature restrictionTemporary restriction of specific features pending investigation or remediation.
Workspace suspensionTemporary suspension of platform access for serious or persistent violations.
Account terminationPermanent termination for severe violations, illegal activity, or repeated breach after warning.

We will generally provide notice before taking enforcement action unless the violation creates an imminent risk to the security, integrity, or availability of the platform or to other users.

Reporting Violations

If you become aware of a violation of this policy — whether by another operator, an agent, or a third party — please report it to trust@kemegames.com. Include as much detail as possible: the nature of the violation, affected workspace or user (if known), and any supporting evidence.

All reports are investigated promptly. We protect the identity of reporters where possible.

Policy Updates

We may update this AUP to reflect changes in the platform, legal requirements, or new use cases. When we make material changes, we will notify operators via email and an in-platform notice at least 14 days before the update takes effect. Continued use of the platform after the effective date constitutes acceptance of the updated policy.

For questions about this policy, contact legal@kemegames.com.