Terms of Service

Process Ladder organizes an organization’s processes into a nested map and scores each process for maturity, risk and importance, with assessments, risk scenarios and safeguards, gap flags, documents, metrics, history and AI onboarding that drafts the map from documents and a short interview. The Service is for organizations — businesses, nonprofits and public bodies — not for personal or household use. We may add, change or retire features; if a change materially reduces what the Service does for you, we will give notice as described in section 15.

• Each Customer has its own workspace at an address on processladder.com that it chooses. An address must not impersonate another organization or infringe anyone’s rights; we may reclaim one that does.
• A workspace opens once its owner confirms their email address from the link we send.
• Members must be at least 18 and must give accurate information. Keep your password confidential, and tell us at security@processladder.com if you suspect someone else has used your account.
• Each workspace has one owner: the person who created it, or whoever they transfer ownership to. Only the owner can make someone an administrator, change an administrator’s role or remove one. Administrators manage the other members — editors, assessors and viewers. The owner is our main contact for the workspace.
• You are responsible for everyone you invite: for their use of the Service under these Terms, for the roles you give them, and for all activity in your workspace. Administrators can change roles and remove members at any time; a removed member loses access at once, and what they recorded stays part of your Customer Data.

• Free trial. A new workspace can try the Business plan free for 30 days, including AI onboarding with 2,500 AI credits. No payment card is needed to start a trial. If you do not choose a plan when the trial ends, the workspace becomes read-only: you can still sign in and see your information, but not change it. We will not delete a read-only workspace without warning the owner first.
• How plans are priced. One organization pays for one plan, and every plan includes unlimited members in every role. Plans are priced by the number of active processes — the processes and sub-processes on your map that are not archived; AI drafts count once someone confirms them — and are offered monthly or annually at the prices published on our pricing page when you subscribe. Each plan allows 10% more active processes than its limit before we ask you to move to a larger plan. Prices are in U.S. dollars.
• AI credits. AI onboarding uses credits. Each plan includes credits when it starts and more every month, as listed on the pricing page. Extra credits are sold in prepaid packs ($10 for 1,000) and are never charged automatically.
• Enterprise. Organizations with more than 1,000 active processes, or that need a quote and an invoice, can agree an annual Enterprise plan with us (from $15,000 a year). A signed Enterprise agreement controls where it differs from these Terms.
• Before you pay. Before you are asked to pay for a plan, the Service will show you its price, billing period and renewal terms, and you will agree to them then. We will give the owner at least 30 days’ notice by email before a price change applies to an existing subscription.

• It is yours. Customer owns everything it and its members put into the workspace — the map, assessments, risks, people records, documents, files, interview answers and settings (“Customer Data”). You give us a limited, non-exclusive licence to store, copy, process, transmit and display Customer Data only to provide, secure and support the Service, and as described in the Privacy Policy.
• Your responsibilities. You are responsible for the accuracy and lawfulness of Customer Data, and for having the rights and any consents needed to record it — including the names and details of your staff and of anyone else your people records describe, and the documents you upload. Do not upload content you are not entitled to store or share.
• Our commitments. We will access Customer Data only to provide, secure and support the Service, to respond to your requests, or as the law requires. We will not sell it, use it for advertising, or use it to train AI models. We keep it separate from every other customer’s data and protect it as described in the Privacy Policy.
• Deleting files. Members who can edit can delete documents and uploaded files at any time. Deleting a file removes the stored file and the text read from it; a record that it existed stays in the workspace’s history.
• A copy, and closing. The owner can ask us at privacy@processladder.com for a copy of the workspace’s Customer Data in a machine-readable format, or to close the workspace and delete its Customer Data. We will delete it except where the law requires us to keep it; deleted data can remain in encrypted backups until they expire.

AI onboarding uses models from Anthropic to read the documents and interview answers you give it and draft your map, risks, safeguards and assessments. Its output is generated automatically and can be inaccurate or incomplete. Drafts are shown to you for review and count toward nothing until a member confirms them. You are responsible for checking a draft before you confirm it and before relying on it.

To protect the Service and your workspace from runaway use, we apply limits to AI work — for example, how much can be spent, how many builds can start and how many scanned pages can be read in a day. When a limit is reached, AI work stops until the limit resets, and the Service says so. What is sent to Anthropic, and how Anthropic handles it, is described in the Privacy Policy.

Maturity levels, risk bands, importance, priorities and gap flags are calculated from what your members record, using the method and settings your workspace uses. They are tools to help you decide what to work on. They are not an audit, a certification, a compliance opinion, or legal, financial, safety or other professional advice, and using the Service creates no professional relationship. Your organization remains responsible for its processes, its risk decisions and its legal and regulatory obligations.

You will not, and will not let anyone else:

• use the Service unlawfully, or to store or send content that is unlawful, infringing, defamatory or malicious;
• try to reach another organization’s workspace, probe or test the Service’s security without our written permission, or interfere with how it runs;
• upload malware, or files designed to harm the Service or the people who open them;
• resell or sublicense the Service, offer it to others as a service bureau, or use it to build a competing product;
• reverse-engineer the Service, except where the law allows it despite this restriction;
• record information about people without a lawful basis; or
• share sign-in details, or get around usage limits or plan limits.

We may suspend access we reasonably believe breaks this section, and we will tell you why unless the law prevents it.

The Service relies on providers named in the Privacy Policy, such as Amazon Web Services, Vercel and Anthropic. We are responsible for how we use them to provide the Service, but not for outages or changes on their side that are beyond our reasonable control.

The Service includes APQC’s Process Classification Framework® (PCF), an open standard developed by APQC, a nonprofit that promotes benchmarking and best practices worldwide. APQC owns the PCF; the full PCF and industry versions are available at www.apqc.org/pcf.

The Service — its software, design, scoring method, text and trademarks — belongs to Lash Digital Solutions and its licensors. These Terms give you a limited, non-exclusive, non-transferable right to use the Service for your organization’s own purposes while you have access to it. All other rights are reserved.

If you send us suggestions or feedback, we may use them without any obligation to you. We will not name your organization in connection with them without your permission.

Each party will keep the other’s non-public information confidential, use it only to perform under these Terms, and protect it with at least reasonable care. This does not apply to information that is public through no fault of the recipient, already known to it, independently developed, or lawfully received from someone else. A party may disclose confidential information when the law requires, after giving reasonable notice where it is allowed to. Customer Data is Customer’s confidential information.

• These Terms apply from when you first use the Service until your workspace is closed.
• You may close your workspace at any time by emailing us as described in section 4.
• We may suspend or end your access if you materially breach these Terms and do not fix the breach within 14 days of our notice, or if the law requires it. We may suspend access immediately when a breach threatens the security or integrity of the Service or other customers.
• If we end your access, the owner may ask us for a copy of your Customer Data within 30 days afterwards, unless the law prevents us from providing it.
• These continue to apply after these Terms end: section 4 (as to deletion), section 10, section 12, section 13, section 14 and section 16.

We will provide the Service with reasonable skill and care. Otherwise, to the fullest extent the law allows, the Service is provided “as is” and “as available,” without warranties of any kind, whether express, implied or statutory, including warranties of merchantability, fitness for a particular purpose, title and non-infringement. We do not promise that the Service will be uninterrupted or error-free, or that AI drafts, scores or other results will be accurate. Some places do not allow certain disclaimers, so some of these may not apply to you.

To the fullest extent the law allows, neither party is liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue or data, or business interruption, arising out of or related to these Terms or the Service, however caused, even if told such damages were possible.

To the fullest extent the law allows, our total liability for all claims arising out of or related to these Terms or the Service will not exceed the amount you paid us for the Service in the twelve months before the event that gave rise to the claim, or one hundred U.S. dollars if you have paid nothing. These limits do not apply to a party’s indemnification obligations, to breaches of confidentiality, to your payment obligations, or to liability the law does not allow to be limited.

You will defend and indemnify Lash Digital Solutions against third-party claims, and the resulting damages, costs and reasonable attorneys’ fees, arising from Customer Data, from your use of the Service in breach of these Terms or the law, or from information you record about people without a lawful basis.

We will defend and indemnify you against third-party claims that the Service, as we provide it, infringes a U.S. patent, copyright or trademark, and pay the damages and costs awarded or agreed in settlement. This does not cover claims arising from Customer Data, third-party services, or use of the Service in breach of these Terms. If such a claim arises, we may change the Service, obtain a licence, or withdraw the affected feature and refund any prepaid fees for it.

The party seeking indemnity must give prompt notice of the claim, let the other party control the defence and settlement, and cooperate reasonably.

We may update these Terms as the Service and the law change. When we do, we will change the date at the top, and we will tell workspace owners and administrators about significant changes by email or in the Service before they take effect. Using the Service after that date means the updated Terms apply; if you do not agree, close your workspace before then.

These Terms are governed by the laws of the State of Florida and applicable U.S. federal law, without regard to conflict-of-laws rules. Before bringing a claim, each party will contact the other and try in good faith to resolve the dispute for at least 30 days. A claim that is not resolved will be brought only in the state or federal courts located in Pinellas County, Florida, and each party consents to their jurisdiction, except that either party may ask any competent court for an injunction to protect its intellectual property or confidential information. The United Nations Convention on Contracts for the International Sale of Goods does not apply.

• Entire agreement. These Terms and the Privacy Policy are the whole agreement between us about the Service and replace any earlier one. If we sign a separate written agreement with you, it controls where it differs from these Terms.
• Assignment. You may not transfer these Terms without our written consent, except to a successor in a merger or sale of substantially all your assets that agrees to them. We may transfer them to an affiliate or successor.
• Events beyond control. Neither party is liable for delay or failure caused by events beyond its reasonable control, other than payment obligations.
• Notices. We will send notices to the email addresses of the workspace’s owner and administrators. Send notices to us at legal@processladder.com or the postal address below.
• Severability and waiver. If a provision cannot be enforced, it is limited to the minimum extent necessary and the rest stays in effect. Not enforcing a provision is not a waiver of it.
• Independent parties. These Terms create no partnership, agency or employment relationship.
• Public-sector customers. The Service is commercial computer software; a government customer receives only the rights these Terms give every customer, unless a signed agreement says otherwise.

Lash Digital Solutions LLC
330 3rd St S, Unit 1516
St. Petersburg, FL 33701
United States
legal@processladder.com · hello@processladder.com