Terms of Service
Last updated: July 23, 2026
1. Acceptance of Terms
By accessing or using the Email to ServiceNow Outlook add-in ("Service") provided by Innova Apps ("we," "our," or "us"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, do not use the Service.
2. Description of Service
Email to ServiceNow is a Microsoft Outlook add-in that enables users to create ServiceNow records (such as incidents) directly from Outlook emails. The Service includes:
- Integration with Microsoft Outlook and your ServiceNow instance
- One-click creation of a ServiceNow record from an open email, pre-filling the short description from the subject and the description from the body
- Optional AI drafting of the title (from the subject) and a summary with action items (from the body), which you review and edit before creating a record
- Attaching the original email as an .eml file, along with the email's own file attachments, to the record
- Setting urgency, impact, category, assignment group, and assignee before creating a record
3. Account Requirements
To use the Service, you must:
- Have a valid Microsoft 365 mailbox with Microsoft Outlook (Outlook on the web, new Outlook for Windows, or classic Outlook for Windows or Mac)
- Have an account on a ServiceNow instance with permission to create records on the target table
- Be at least 16 years of age
- Provide accurate account information
The Service does not require an Innova Apps account; your identity is your existing ServiceNow account.
4. Subscription, Trial and Billing
The Service is licensed per organization. One subscription covers every user in a single Microsoft 365 tenant, with no per-user fees.
- Free trial. Each organization may start one 14-day free trial. No payment method is required, and no functionality is withheld during the trial. The trial may be started once per organization.
- Price. US$999 per year per organization, billed annually in advance, exclusive of any applicable taxes.
- Renewal. Subscriptions renew automatically each year at the then-current price unless cancelled before the renewal date.
- Cancellation. You may cancel at any time from the add-in’s settings, which opens our payment processor’s billing portal. Access continues until the end of the paid period; we do not provide pro-rata refunds for partial periods.
- Failed payment. If a renewal payment fails, access continues for a 14-day grace period while payment is retried. Access is suspended if payment is not resolved within that period.
- Payments. Payments are processed by Stripe. We do not receive or store your card details.
- You remain responsible for your own ServiceNow and Microsoft 365 subscriptions and any associated costs.
One licence, whole organization: whoever subscribes covers everyone in the same Microsoft 365 organization. Colleagues simply install the add-in and sign in — there is nothing to assign. Questions about billing? Contact support@innovaapps.ai.
5. Acceptable Use
You agree not to:
- Use the Service for any illegal purpose
- Attempt to reverse engineer or decompile the Service
- Share your account credentials with others
- Interfere with or disrupt the Service
- Use automated systems to access the Service
- Violate the terms of service of Microsoft or ServiceNow
6. Intellectual Property
The Service, including its design, features, and content, is owned by Innova Apps and protected by intellectual property laws. You are granted a limited, non-exclusive license to use the Service for its intended purpose.
7. Third-Party Services
The Service integrates with third-party services including Microsoft (the Outlook host platform), your own ServiceNow instance (the destination for record data), Google Firebase (which hosts the add-in pages and a stateless OAuth token broker), and — for the optional AI feature — Google Firebase AI Logic (Vertex AI in Firebase, using Google's Gemini models). Your use of these services is subject to their respective terms of service and privacy policies. We are not responsible for the actions or policies of these third parties.
8. AI-Generated Content
The Service includes an optional AI feature that can generate a suggested title (Short description) from the email subject and a short summary with an action-items list (Description) from the email body. This feature is optional and controlled by a toggle in the add-in; when it is turned off, the Service uses the raw email subject and body instead.
- AI-generated output may be inaccurate, incomplete, or misleading, and may not reflect the full content of the original email.
- You are solely responsible for reviewing and editing the AI-generated title and description before you create a ServiceNow record.
- The AI feature is provided "as is", without warranties of any kind, and Innova Apps is not responsible for decisions made or actions taken based on AI-generated content.
- When the feature is enabled, the email subject and body are processed by Google's Gemini models via Firebase AI Logic (Vertex AI in Firebase). Your use of that processing is also subject to the applicable Google terms.
- You can report inappropriate or inaccurate AI output from within the add-in.
9. Disclaimer of Warranties
THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED. WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR SECURE.
10. Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY LAW, INNOVA APPS SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR ANY LOSS OF PROFITS OR REVENUES, WHETHER INCURRED DIRECTLY OR INDIRECTLY.
TO THE MAXIMUM EXTENT PERMITTED BY LAW, OUR TOTAL AGGREGATE LIABILITY FOR ANY CLAIMS ARISING FROM OR RELATING TO YOUR USE OF THE SERVICE SHALL NOT EXCEED THE AMOUNT YOU PAID US FOR THE SERVICE IN THE TWELVE (12) MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM.
11. Indemnification
You agree to indemnify and hold harmless Innova Apps, its officers, directors, employees, and agents from any claims, damages, losses, or expenses arising from your use of the Service or violation of these Terms.
12. Modifications to Service
We reserve the right to modify, suspend, or discontinue the Service at any time, with or without notice. We may also update these Terms from time to time. Continued use of the Service after changes constitutes acceptance of the updated Terms.
13. Termination
We may terminate or suspend your access to the Service immediately, without prior notice, for any reason, including breach of these Terms. Upon termination, your right to use the Service will cease immediately.
14. Governing Law
These Terms shall be governed by and construed in accordance with the laws of the United States, without regard to its conflict of law provisions.
15. Dispute Resolution
Any disputes arising from these Terms or the Service shall first be attempted to be resolved through good-faith negotiation. If unresolved, disputes shall be settled through binding arbitration.
16. Severability
If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.
17. Contact Information
For questions about these Terms, please contact us:
- Email: support@innovaapps.ai
- Support: support@innovaapps.ai