Service Description

Effective Date: May 10, 2026 Document Version: August 2026 Legally Binding Original Language: English

This Service Description is incorporated into and forms an integral part of the Master Service Agreement ("MSA") between PaperOffice and Customer. Capitalized terms not defined herein shall have the meanings set forth in the MSA.

1. Overview

PaperOffice provides a cloud-based business platform combining document management, artificial intelligence processing, agentic workflows, and developer infrastructure (collectively, the "Services"). The Services are designed for business-to-business (B2B) use and consist of multiple interoperable modules accessible via web interface, mobile applications, public APIs, and the Model Context Protocol (MCP).

This Service Description provides a non-binding overview of the Services as of the Effective Date. The Services are continuously developed and improved. The features actually available to Customer at any given time depend on Customer's selected Plan, AI Tier, and any add-on modules subscribed to under an Order Form. PaperOffice may add, modify, replace, or discontinue features in accordance with Section 3.4 of the MSA.

2. Service Modules

The Services are organized into the following functional modules:

2.1 Document and Automation AI

Document capture, processing, and automation features, including without limitation:

AI-IDP (Intelligent Document Processing): Zero-shot extraction of structured data from documents.
AI-OCR (Optical Character Recognition): Multi-language text recognition supporting one hundred and eighty (180+) languages.
IDP Agents: IDP Agents for specific document types.
PDF AI: PDF creation, editing, conversion, and manipulation.
PDF Anonymizer: GDPR-compliant document anonymization.
PDF AI-Split: Intelligent document splitting based on content recognition.
Storage Mounts: Integration with external cloud storage providers.
AI-DMS: Cloud-based document management system with full archival, retrieval, and API access.
Workspaces: Audit-compliant work environments with two-factor authentication and role-based access control.
Classification: Automated document categorization.
PaperOffice Sign: eIDAS-compliant electronic signature.
Mobile App: Mobile and progressive web application for scanning, signing, and AI chat.
Workflow Designer: No-code agentic workflow automation.
Rules and Triggers: If-then automation engine.
Connectors: Integrations with third-party systems and APIs.
AI Orchestrator: Autonomous process control across multiple AI components.
Human-in-the-Loop: Human validation and quality control for AI operations.

2.2 Analytics and Relations AI

Analytical and visualization features, including without limitation:

Knowledge Graph: Visualization of relationships between documents, entities, and concepts.
Dashboard: KPI reporting and visualization.
Timeline: Chronological document view.
Geo Map: Geographic visualization of contacts and documents.
Audit Center: Audit-compliant logging and compliance reporting.
Financial Analysis: Revenue, invoice, and trend reporting.
Contacts and Relationships: Contact and company extraction.
Entities (NER): Named entity recognition for persons, places, amounts.
Document Chat: Retrieval-augmented generation (RAG) question-and-answer interface.

2.3 Agent and Media AI

Conversational and media generation features, including without limitation:

Chat Agent: Website-embeddable conversational widget.
Phone Agent: Voice-pipeline telephony agent (speech-to-text and text-to-speech).
Ticket Agent: Automated support ticket processing.
Custom Agents: Customer-built conversational agents.
Text-to-Speech (TTS): Speech synthesis from text.
Speech-to-Text (STT): Transcription from audio.
Translator: Context-aware machine translation across one hundred and eighty (180+) languages.
Image Generator: Text-to-image generation.
Image Recognition: OCR and object recognition.

2.4 Knowledge and HelpDesk AI

Customer service and knowledge management features, including without limitation:

HelpDesk AI: End-to-end customer service automation.
Knowledge Base: Help center and knowledge management.
FAQ Management: Self-service question-and-answer portal.
Intelligent Search: Semantic document search.
Auto-Responder: Automated response generation.
Support Analytics: Helpdesk dashboard and reporting.
Calendar AI: AI-powered appointment booking with agent integration.
Meeting Types: Configurable appointment categories.
Public Booking: Public appointment scheduling page.

2.5 Security and Data AI

Security and validation features, including without limitation:

Device Fingerprint: Browser identification and bot detection.
Anonymity Detector: VPN, proxy, and Tor detection.
Fake Email Detection: Disposable and fake email validation.
IP2Location: IP-to-location and ISP identification.
Geocoding: Address-to-coordinate conversion.
Weather API: Worldwide weather data.
Map Tiles: Vector and raster map tiles.
Currency Conversion: Real-time exchange rates for one hundred and sixty (160+) currencies.
VAT ID Validator: EU VIES VAT identification number validation.

2.6 Developer Platform

Programmatic access and developer tooling, including without limitation:

API Platform: Two hundred and fifty (250+) endpoints accessible via REST API.
MCP Server: Native Model Context Protocol server with four hundred (400+) tools, allowing third-party AI clients (Claude, ChatGPT, Cursor, Gemini, and other compliant clients) to interact with the Services.
Authentication: API keys, bearer tokens, publishable keys for browser-safe usage.
Webhooks: Real-time event notifications with HMAC signing.
SDKs and Postman Collections: Developer tooling and reference implementations.
llms.txt: Compact AI-optimized documentation format.

2.7 Account and Billing Infrastructure

Account-level features, including without limitation:

Account Management: Multi-user account hierarchy with Account Owner, administrators, and Authorized Users.
Wallet (Account Balance): Prepaid Euro-denominated balance for consumption-based usage.
Auto-Recharge: Automatic top-up of the Wallet when balance falls below a configurable threshold.
Credit System: Internal metering unit (one Credit equals zero point zero zero one Euros, €0.001).
Cockpit: Real-time consumption dashboard and trend forecasting.
Plan Management: Selection and modification of Subscription Plans.
Compliance Package Generator: Self-service generation of customer-specific Data Processing Agreement (DPA), Technical and Organizational Measures (TOM), and Sub-Processor List in any of thirty-five (35) supported languages.

3. AI Tiers

The Services use a tiered AI processing model. Each Tier corresponds to a different underlying AI model with different capability, reliability, latency, and cost characteristics.

3.1 Tier Levels

The following Tiers are available as of the Effective Date:

Basic: Cost-optimized Tier suitable for high-volume, low-complexity tasks.
Premium: Balanced Tier suitable for typical business document processing.
Ultra: Maximum-capability Tier suitable for complex, multi-step, or critical workloads.

3.2 Tier Selection

Customer is solely responsible for selecting an appropriate Tier for each Workflow, agent, or operation. The choice of Tier directly affects the cost, reliability, and quality of the AI Output. PaperOffice may provide non-binding recommendations regarding Tier selection in the user interface or documentation, but such recommendations do not constitute a warranty of suitability.

3.3 Tier Updates

PaperOffice may update the underlying models used in any Tier from time to time, subject to Section 3.4 of the MSA. Such updates are part of the continuous improvement of the Services and may result in changes to AI Output behavior. Customer acknowledges that AI Output behavior is not deterministic and may vary across model updates, configurations, and invocations.

4. Plans

4.1 Plan Categories

The Services are offered under multiple Subscription Plans, including without limitation:

Free / Trial: Limited-functionality access for evaluation purposes, where offered.
Developer / Solo: Single-user developer plan.
Business / Team: Multi-user plans for small to medium businesses.
Enterprise: Custom-configured plans for large organizations, with negotiated terms under an Order Form.
Whitelabel / OEM: Plans for partners reselling the Services under their own brand, governed by separate partner agreements.

4.2 Plan Specifics

The features, user limits, storage limits, API rate limits, AI Tier access, support tier, and Fees applicable to each Plan are set forth in the published price list at https://paperoffice.ai/en/pricing/ or any successor URL, or in the applicable Order Form. The currently applicable Plan terms shall control over any general statements in this Service Description.

4.3 Plan Changes

Customer may upgrade its Plan at any time during the Subscription Term, with the new Fees taking effect on the date of upgrade and pro-rated for the remainder of the current billing cycle. Plan downgrades take effect at the start of the next billing cycle.

5. Service Boundaries and Limits

5.1 Rate Limits

The Services are subject to rate limits, quotas, and usage caps designed to ensure platform stability and fair use. Current rate limits are documented at https://help.paperoffice.ai or any successor URL. PaperOffice may modify rate limits in accordance with Section 3.4 of the MSA.

5.2 Storage Limits

Document storage is subject to per-Plan storage allocations. Excess storage may be subject to additional Fees as set forth in the Pricing and Billing Terms.

5.3 API and MCP Limits

Programmatic access via API or MCP is subject to rate limits and concurrency limits. Customer shall implement appropriate retry logic, exponential backoff, and rate-limit handling. Excessive or abusive request patterns may result in throttling or suspension under the AUP.

5.4 Document Size Limits

The Services may impose limits on individual document size, page count, batch size, and similar parameters. Such limits are documented in the API documentation.

5.5 No Use for High-Risk Activities

The Services are not designed, certified, or warranted as suitable for High-Risk Activities, as defined in Section 9.4 of the MSA. Customer shall not use the Services for any such purpose.

6. Infrastructure and Hosting

6.1 European Union Hosting

Production data is hosted on PaperOffice-operated infrastructure within the European Union. Specific data center locations are listed in the Compliance Package or Sub-Processor List.

6.2 Sub-Processors

PaperOffice may engage sub-processors (including infrastructure, communication, and AI model providers) to deliver the Services. The current list of sub-processors is included in the Compliance Package generated through the in-platform tool. Payment providers act as independent controllers within the meaning of Article 4(7) GDPR and are therefore not sub-processors; they are disclosed separately in the Trust Center.

6.3 Data Center Operations

PaperOffice operates a dedicated data center facility for AI inference workloads. Production infrastructure is monitored continuously, and disaster recovery and business continuity procedures are in place. Specific technical and organizational measures are documented in the Technical and Organizational Measures (TOM) section of the Compliance Package.

7. Integrations

7.1 First-Party Integrations

PaperOffice provides integrations with widely used business systems, including without limitation Zapier, Make (Integromat), n8n, and additional connectors documented at https://paperoffice.ai/de/ki-integrationen-zapier-make-n8n-api/ or any successor URL.

7.2 MCP-Based Integrations

The MCP Server allows the Services to be controlled from any compliant MCP client, including without limitation Claude, ChatGPT, Cursor, Gemini, Windsurf, and similar tools. Customer's use of such third-party MCP clients is governed by the terms of the relevant client provider.

7.3 Third-Party Liability

Customer's use of any third-party service, integration, or client is at Customer's own risk and is governed by the terms of the relevant third-party provider. PaperOffice is not responsible for the availability, performance, or behavior of any third-party service.

8. Support

The level of support included with each Plan is set forth in the Service Level Agreement (SLA) and the Support Terms. Live support sessions (telephone, video conference, workshops, and consulting) and ticket-based support beyond the included scope are billed on a time-and-materials basis as set forth in the Support Terms.

9. Documentation and Training

9.1 Documentation

Technical documentation, API references, guides, video tutorials, and best practices are made available at https://help.paperoffice.ai, the official YouTube channel, and the PaperOffice blog. Documentation is provided "AS IS" and may be updated from time to time.

9.2 No Implementation Services

Unless expressly agreed under a separate professional services Order Form, this Agreement does not include implementation, configuration, training, integration, or migration services. Such services may be procured separately.

10. Updates and Versioning

The Services are continuously developed. New features, model updates, security patches, and improvements are deployed without requiring action from Customer. Major user-facing changes are typically announced via in-product notification, the PaperOffice blog, or email to the Account Owner. Customer is responsible for monitoring such announcements and adapting its Workflows where necessary.

11. Beta Features

Beta, preview, or experimental features are governed by Section 3.5 of the MSA. Such features are provided "AS IS", may be unstable, and may be modified or removed at any time without notice. Customer's use of beta features is voluntary and at Customer's sole risk.

12. Modification of This Service Description

This Service Description is informational and reflects the Services as of the Effective Date. PaperOffice may update this Service Description from time to time to reflect the current Services. Updates take effect upon publication and do not constitute a material modification to the Agreement under Section 11.1 of the MSA, except where the update materially diminishes the core functionality available under Customer's then-current Plan.

Last updated: May 10, 2026