Failure Investigator Fair Use Policy

1. Purpose

This Fair Use Policy explains how you may use the MTIS Failure Investigator (“FI”) app and portal, and what happens if your use falls outside it. It applies to every customer account tier — Basic, Standard, Expert and Custom — and to Staff accounts.

2. What the Service is for

The MTIS app is provided for genuine, current failure investigations: real components, products or systems that you or your organisation are actually investigating. It is not a general-purpose document analysis tool, a research aid or a way to explore what the AI can do.

3. Prohibited use

Regardless of tier, including Staff accounts, you must not use the app to:

• submit fictitious cases or invented scenarios;
• submit research-paper examples or textbook case studies not connected to a real investigation;
• perform bulk company-history uploads, meaning large volumes of historical documents not tied to a specific current investigation; or
• deliberately consume API tokens or clarification rounds without a genuine investigative purpose, for example by repeatedly triggering AI processing to test, probe or exhaust the system.

4. Allowances

Basic, Standard and Expert each include a fixed number of investigations per 12-month period, together with fixed limits on file uploads, file size and AI clarification rounds. Custom limits are agreed case by case in the quotation. Full upload, format, size, page/image and AI figures are published on Pricing and limits and shown in the account dashboard.

Staff accounts have unlimited investigations. Their 50 MB per-file and 500 MB total limits are technical caps, not allowances, and only technical AI safeguards apply.

Allowances:

• reset on your 12-month term, not monthly;
• do not roll over — unused allowance at the end of a term is lost; and
• are enforced per organisation account and are not stacked across users unless your plan says otherwise.

Standard and Expert subscriptions remain personal to one named user. Password and account sharing are prohibited; see the named-user licensing terms.

5. What happens if you reach a limit

• You will be warned at 80% of your allowance — investigations, uploads or AI usage, whichever applies.
• At 100% of allowance, or if the system detects an abuse pattern consistent with Section 3, AI access is automatically paused.
• If you are paused, the app will tell you to contact info@mtis-malaysia.com.
• Authorised MTIS staff may reinstate access or increase your allowance after reviewing the request. Any increase granted expires at the end of your current subscription term.

6. Why this policy exists

The AI processing behind each investigation has a real cost. Fair use keeps the Service affordable and available for everyone doing genuine failure investigation work, and protects the integrity of MTIS’s proprietary investigation methodology. See Section 7.

7. Internal methodology is not exposed

MTIS’s internal knowledge base (“Cards”) that underpins the AI engine is proprietary and is never shown to users. Any clarification question the AI asks you is generated from your own submitted case evidence. It is not, and will never be presented as, an extract from MTIS’s internal materials. See the AI limitations page.

8. Enforcement

MTIS may, at its discretion:

• pause AI access on suspected abuse pending review;
• decline to process a submission that does not appear to relate to a genuine current investigation; or
• suspend or terminate an account for repeated or deliberate breaches of this policy.

Enforcement actions taken by staff, including pause, reinstatement and allowance change, are role-controlled and logged with the acting staff member, timestamp and old/new values in an append-only audit record. Account suspension or termination, including for non-payment or security risk as well as fair-use breaches, is governed by Section 14 of the Terms of Use and follows the same role-controlled, audited and, where appropriate, communicated-to-user pattern.

9. Policy acceptance

• You must explicitly accept this Fair Use Policy, the Terms of Use, the Privacy Notice, and a separate consent to external AI processing of your case data before you first use the Service.
• You do not need to re-accept this policy every time it is revised.
• This policy may change from time to time. You should regularly review this designated policy page for the current version.
• MTIS records the version of this policy you accepted and the timestamp of your first acceptance against your account.

10. Related policies

This policy should be read alongside the Terms of Use, the Privacy and Data Handling Notice and the AI limitations page.

See also the Failure Investigator overview, Pricing and limits and Professional review services.

11. Contact

Questions about fair use, or a paused account: info@mtis-malaysia.com. Other public routes are listed on Contact MTIS.