Sand Point Studios LLC
Terms of Service
Effective September 14, 2026
These Terms of Service ("Terms") govern your access to and use of No Wake Zone (the "Service"), operated by Sand Point Studios LLC ("we," "us," "our"). By signing in or otherwise using the Service, you agree to these Terms and to our Privacy Policy. If you do not agree, do not use the Service.
1. The Service
No Wake Zone is an internal help-desk and ticketing platform used by Sand Point Studios LLC and the product teams it works with. It receives support requests (by email, in-app report, admin console entry, or automated error report), tracks them as tickets through resolution, and uses AI assistance — including autonomous AI agents and an admin search/Q&A assistant — to help triage and work them. It is provided as an operational tool for Sand Point Studios' own use and for the specific product teams it is extended to, not as a public consumer product.
2. Eligibility and accounts
- Access is invite-only. Accounts are pre-approved by an administrator; there is no public self-registration.
- You sign in with a Google account (web admin console or the Android companion app). You are responsible for activity that occurs under your account and for keeping your Google sign-in secure.
- You must provide accurate information and may not impersonate others.
3. Your content
- You retain rights to the content you submit — ticket descriptions, messages, and any attachments you upload or share through the mobile app ("Your Content").
- You grant us a limited, worldwide, non-exclusive, royalty-free license to host, store, process, display, and transmit Your Content solely to operate the Service — including routing and tracking your tickets, showing them to the relevant product team, and the AI processing described below.
- You represent that you have the necessary rights to any content you submit and that it does not infringe anyone else's rights.
4. AI processing and third-party providers
- Core features of the Service send portions of Your Content — ticket titles, descriptions, and thread messages — to Anthropic's Claude API to power AI-assisted ticket triage, autonomous ticket-handling agents, and the admin search assistant.
- Under the API terms we operate on, this data is not used to train the provider's AI models.
- Some lightweight processing is instead handled by a language model and search index we run on our own infrastructure, before falling back to the Anthropic API above where needed. See the Privacy Policy for details.
- AI output can be wrong. Automated classification, triage, and agent-drafted work are not guaranteed to be accurate or complete. A human remains able to review AI-assisted output before it's treated as final.
5. Acceptable use
You agree not to: (a) use the Service for unlawful purposes; (b) submit content that is infringing, malicious, or knowingly false; (c) probe, disrupt, or overload the Service; (d) attempt to access accounts, tickets, or product data you have not been granted access to; (e) attempt to circumvent the invite-only access model; or (f) reverse-engineer the Service except where the law permits.
6. Our intellectual property
The Service — including its software, design, and any associated marks — is owned by Sand Point Studios LLC or its licensors. These Terms grant you a personal, non-transferable, revocable license to use the Service for its intended purpose within your organization or product team.
7. Third-party services
The Service depends on third parties, including Google (sign-in) and Anthropic (AI processing). We are not responsible for the availability or behavior of third-party services, and disruption to them may affect the Service.
8. Data retention and deletion
You may request deletion of your account or associated data by emailing [email protected]. See the Privacy Policy for how long data is generally kept.
9. Disclaimers
THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE," WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, ACCURACY, OR UNINTERRUPTED AVAILABILITY. WE DO NOT WARRANT THAT AI-ASSISTED TRIAGE, CLASSIFICATION, OR AGENT OUTPUT IS ACCURATE OR COMPLETE, OR THAT DATA WILL NEVER BE LOST.
10. Limitation of liability
TO THE MAXIMUM EXTENT PERMITTED BY LAW, SAND POINT STUDIOS LLC WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, DATA, OR GOODWILL, ARISING FROM OR RELATED TO YOUR USE OF THE SERVICE. Some jurisdictions do not allow certain limitations, so parts of this section may not apply to you.
11. Termination
We may suspend or revoke access at any time, including when an account is no longer associated with an active product team or engagement, or if these Terms are violated. Where practical we will give notice and an opportunity to retrieve Your Content.
12. Changes to these Terms
We may update these Terms. For material changes we will update the effective date above. Continued use of the Service after the effective date constitutes acceptance.
13. Governing law
These Terms are governed by the laws of the State of Michigan, USA, without regard to conflict-of-laws rules. Disputes shall be resolved in the state or federal courts located in Michigan, and you consent to their jurisdiction.
14. Contact
Sand Point Studios LLC · [email protected]