Our Approach to AI

At Issuetrak, we believe the best service experiences are delivered by people. AI has a meaningful role to play in service operations, but only when it strengthens the work of human support agents rather than replacing them.

This document outlines how we think about AI, the principles that guide what we build, and the commitments we make to our customers around choice, privacy, and security. It is intended to be a clear and durable statement of how Issuetrak will approach AI today and in the future.

Our Core Principles

Our AI Guidelines

The following guidelines govern how we build, release, and evolve AI capabilities within Issuetrak.

Bring Your Own Key (BYOK)

We will enable customers to leverage AI through integrations with all major LLM providers using a Bring Your Own Key (BYOK) model. Each customer can connect their own internally approved LLM provider to Issuetrak, on their own terms, using their own contractual and data-handling agreements with that provider.

This approach respects the reality that not every customer wants an AI-enabled Service Operations Platform, and that those who do often have existing AI governance requirements they need to honor. Additionally, it puts you (the customer) in control of your AI expenses rather than having those costs forced on you through "baked in" AI capabilities.

Agent-assistive features first

Our initial AI capabilities are focused on assisting support agents with the work they already do. Examples include:

• Summarizing long or complex issues
• Assisting with composing notes and responses
• Generating knowledge base articles directly from resolved issues

Over time, our AI will continue to evolve in ways that support and enhance human-led support.

Thoughtful, customer-informed development

We will be thoughtful and intentional about every AI capability we add to the product. Wherever possible, we will involve customers directly in the conversation, both to maximize the value AI delivers and to minimize the risk and uncertainty that can come with it.

Our Commitment to Privacy and Security

Issuetrak's commitment to privacy and security extends fully to how AI operates within our product:

• Customer data is customer data. AI features built into Issuetrak operate within the boundaries of the controls and agreements customers already rely on.
• BYOK keeps you in control. Because customers connect their own LLM provider, the terms governing how prompts and responses are processed are defined by the customer's relationship with that provider, not by Issuetrak acting as an intermediary.
• Opt-in by design. AI capabilities are off by default and are only active when a customer chooses to enable them by connecting to their LLM provider of choice.
• Audit-ready operations. We will continue to provide the visibility, logging, and controls service operations teams need to remain compliant and audit-ready as AI becomes part of their workflow.

Looking Ahead

AI will continue to change rapidly, and so will the way our customers want to use it. This document is not a finish line; it is a foundation. As the technology, the market, and our customers' needs evolve, we will update our position to reflect what we learn, always anchored to the same core belief: that AI in Issuetrak exists to make great human-led support even better.