Failure Investigator Terms of Use

1. Who we are

These Terms of Use govern your access to and use of the MTIS Failure Investigator app, customer portal, and related professional services (together, the “Service”), provided by:

MTIS Sdn Bhd
Registration number: 0884496-U / 200901041346
Registered address: F-1-03 (A), Level 3, Block F, SetiaWalk, Persiaran Wawasan, Pusat Bandar Puchong, 47160 Puchong, Selangor, Malaysia
Email: info@mtis-malaysia.com

By creating an account or using the Service, you agree to these Terms. If you do not agree, do not use the Service.

2. The Service

MTIS provides an AI-assisted failure investigation app across four tiers — Basic, Standard, Expert and Custom — and separately priced human professional review services delivered by MTIS’s qualified staff. Section 4 and the public Pricing and limits page describe what each tier includes.

The AI-generated output of the app is a diagnostic aid, not a professional engineering opinion. See Section 8 and the AI limitations page.

3. Eligibility and accounts

• You must provide accurate registration information and keep it up to date.
• You are responsible for activity on your account and for keeping your credentials confidential.
• Access is only for genuine, current failure investigations — see the Fair Use Policy, which forms part of these Terms.

4. Tiers, pricing and payment

• There is no free trial.
• A paid term begins when your payment is confirmed and your account is activated by MTIS — not when you submit payment or place an order.
• Unused allowances, including investigations, uploads and AI clarification rounds, expire at the end of your 12-month term and do not carry over into a renewal.
• Payment is currently confirmed manually by MTIS staff. Levels 1–3 professional services generate a fixed-price invoice immediately on request; Level 4 generates a quotation request only. Non-Malaysian customers will see: “Contact MTIS for international payment instructions.” MTIS does not publish bank account details on its website or in unsolicited communications.
• MTIS does not currently offer automated online payment. This may be introduced in future.

5. Professional services

MTIS offers four levels of paid human professional review, available to all users and non-subscribers:

• Level 1 (USD 100/case): brief review of submitted data with written feedback by email.
• Level 2 (USD 250/case): Level 1 plus up to a 45-minute online call, with written feedback by email.
• Level 3 (USD 1,000/case): investigation support excluding testing, with a short technical report or findings by email or meetings.
• Level 4 (bespoke quotation): investigation support including additional testing, normally with a formal technical report; scope and price are agreed case by case.

All professional work under these Terms is carried out by MTIS staff who hold Chartered Engineer status, at least a relevant Master’s degree in materials, metallurgical engineering or a closely related discipline, 20 or more years of experience in materials/metallurgical engineering, 15 or more years of experience in failure investigation, and IMM Level 4 Failure Investigator certification. See Professional review services for the full public description.

6. Fair use

Your use of the Service is subject to the Fair Use Policy, which is incorporated into these Terms by reference. In summary, the Service is for genuine, current investigations only. Fictitious cases, research-paper examples, bulk company-history uploads and deliberate consumption of AI allowance are prohibited on every tier, including Staff. Allowance limits apply, and reaching them may pause your AI access until MTIS staff review and, where appropriate, reinstate it.

7. Uploads

Each tier has defined limits on the number of files, file size, total upload size and accepted file formats; see Pricing and limits. At launch, MTIS does not accept macro-enabled Office files, archive files, executables, scripts, video or audio on any tier. You must only upload material you have the right to submit and that relates to a genuine current investigation.

8. AI-generated content

App-generated reports and final-results screens are produced by an AI-assisted engine and are clearly marked:

“AI-generated — not professionally reviewed by MTIS.”

This means the output has not been checked, edited or endorsed by a qualified MTIS engineer as a professional opinion. If you need a professionally reviewed outcome, you must purchase one of the professional service levels described in Section 5. A professionally delivered outcome is a separate, edited output prepared and signed off by qualified MTIS staff — it is not the same document as the AI-generated report, even where it draws on the same underlying case data.

MTIS’s internal investigation knowledge base (“Cards”) is proprietary and is never disclosed to users. Any clarification question the AI asks is generated from your own submitted case evidence.

9. Your data, retention and deletion

Full details are set out in the Failure Investigator Privacy and Data Handling Notice. In summary:

• Your case data is visible only to you; where relevant, it may also be visible to other verified, separately licensed named users within your organisation account, each using their own credentials, and to authorised MTIS staff for legitimate professional-review or administrative purposes.
• Case data is deleted from the live system 90 days after last activity where technically practical, with a warning sent 7 days beforehand.
• Deleted data may persist for longer in secure backups. Restoring data from backup is a separate, bespoke, non-guaranteed paid service — see Section 12.
• You may request a longer retention period directly from MTIS. This is quoted case by case and is not available as a self-service option.

10. Intellectual property

• You retain ownership of the case material, images and documents you upload.
• MTIS retains all rights in the app, its underlying software, its AI models and prompts, its report templates, and its proprietary knowledge base. Nothing in these Terms transfers any of that intellectual property to you.
• You are granted a limited, non-exclusive, non-transferable licence to use the Service for your own genuine failure investigation work during your subscription term.

11. Confidentiality and security — what we do and do not promise

MTIS takes reasonable technical and organisational measures to protect your account and case data. However, MTIS does not and cannot guarantee absolute confidentiality or guaranteed security of any data transmitted or stored via the internet or any digital system. No method of electronic storage or transmission is completely secure. You should not upload material that you cannot afford to have exposed to some level of residual risk.

MTIS staff with the appropriate authorisation may access customer case data where necessary for professional review, quality assurance or account administration. Such access is role-controlled and logged in an append-only audit record.

12. Restoration of deleted data

Restoration of case data that has been deleted from the live system, from a secure backup, is a bespoke, paid, request-only service conducted by email to info@mtis-malaysia.com. You must be able to demonstrate ownership of, or authority over, the case in question. Restoration is not guaranteed — MTIS may be unable to restore data depending on backup availability, elapsed time and technical feasibility.

13. Limitation of liability

To the maximum extent permitted by Malaysian law:

• The Service, and in particular AI-generated output, is provided on an “as is” and “as available” basis without warranty that it is complete, accurate or fit for any particular engineering, safety-critical, regulatory or legal purpose.
• MTIS is not liable for decisions made in reliance on AI-generated output that has not been professionally reviewed under Section 5.
• MTIS’s total liability arising out of or in connection with the Service is limited to the fees you have paid MTIS in the 12 months preceding the claim.
• Nothing in these Terms excludes liability that cannot lawfully be excluded, including for death or personal injury caused by negligence, or for fraud.

14. Suspension and termination

MTIS may suspend or terminate your account for breach of these Terms or the Fair Use Policy, or for suspected abuse, fraud, unlawful use, non-payment or security risk. Suspension and termination decisions are role-controlled, meaning only authorised MTIS staff may take them; logged in an append-only audit record recording the actor, timestamp, reason category and old/new account status; and communicated to the affected user where appropriate. For example, a paused account is told to contact info@mtis-malaysia.com.

You may close your account at any time by contacting info@mtis-malaysia.com. The retention and deletion provisions in Section 9 continue to apply.

15. Changes to these Terms

MTIS may update these Terms from time to time. Material changes will be notified via the app or by email before they take effect. Continued use of the Service after a change takes effect constitutes acceptance of the revised Terms. See Section 16 for how initial acceptance and later revisions are handled.

16. Policy acceptance

• You must explicitly accept these Terms of Use, the Privacy Notice, the Fair Use Policy, and a separate consent to external AI processing of your case data before you first use the Service.
• Once you have accepted, you are not required to re-accept every later revision — Section 15 governs how you are notified of material changes instead.
• This document, the Privacy Notice and the Fair Use Policy may change from time to time. You should regularly review the designated policy pages for the current versions.
• MTIS records the version of each document you accepted and the timestamp of your first acceptance against your account.

17. Named-user licensing

• Standard and Expert subscriptions are personal to one named user. They are not a shared seat or a pooled account.
• Sharing your password or account access with anyone else is prohibited, including colleagues.
• If your organisation needs access for multiple people, it may purchase multiple named-user subscriptions under one organisation account. Each user is separately licensed and uses their own credentials.
• Any arrangement beyond straightforward multiple named-user purchases, such as shared or pooled access across a team, is not available on a self-service basis and must be agreed directly with MTIS.

18. Refunds

Standard and Expert subscription fees are non-refundable once your subscription has been activated, unless MTIS agrees otherwise in writing. This does not affect any statutory right you may have under Malaysian consumer protection law that cannot lawfully be excluded.

19. Renewal

• Your subscription does not renew automatically.
• Renewal takes effect only once a new payment has been confirmed by MTIS — your access does not continue past the end of your term without that confirmation.
• You will receive renewal reminders 30 days and 7 days before your subscription expires.
• If your term expires without a confirmed renewal payment, your access reverts to Basic, or lapses for Custom, and your existing tier’s allowances and features described in Section 4 no longer apply, subject to the retention provisions in Section 9.

20. Governing law

These Terms are governed by the laws of Malaysia. Disputes are subject to the exclusive jurisdiction of the courts of Malaysia.

21. Contact

MTIS Sdn Bhd
F-1-03 (A), Level 3, Block F, SetiaWalk, Persiaran Wawasan, Pusat Bandar Puchong, 47160 Puchong, Selangor, Malaysia
Email: info@mtis-malaysia.com
Other public routes: Contact MTIS