Service Schedule — Mira Resolve
Last Updated: 12 October 2026
This Service Schedule forms part of the Customer Agreement between Helios Core AI LLC ("Helios") and Customer (the "Agreement") and applies where an Order Form identifies Mira Resolve. Capitalized terms not defined here have the meaning given in the Agreement.
In this Schedule, "the Service" means Mira Resolve as described here, and references to the Services in the Agreement apply to it accordingly.
1. THE SERVICE
1.1 Description
Mira Resolve is an AI agent for IT service management and IT operations. It receives requests and signals from Customer's users and systems, investigates them, and — within the boundaries Customer configures — responds, resolves, enriches, routes, escalates, or takes action in Customer's systems.
Mira Resolve may, depending on what Customer enables:
(a) receive and respond to requests by telephone, web chat, Microsoft Teams, Slack, SMS, email, and through a programmatic interface;
(b) create, classify, enrich, comment on, route, escalate and resolve tickets in Customer's ticketing system;
(c) read from Customer's identity, endpoint management, security, observability and communications systems in order to investigate an issue;
(d) perform triage and root-cause analysis of alerts and events;
(e) take action in Customer's systems, including identity and endpoint operations; and
(f) execute diagnostic and remediation commands against Customer's infrastructure, subject to Section 5.
Which of these the Service performs, for whom, and under what conditions, is determined by Customer Configuration. Sections 2 and 3 govern that.
1.2 Definitions
"Agent Action" means any operation the Service performs that creates, modifies, deletes or otherwise changes the state of a record, account, device, permission, configuration or system outside the Service itself. Agent Actions include without limitation creating or updating a ticket; creating, modifying or disabling a user or group; resetting a password; unlocking an account; granting, revoking or delegating access; issuing a credential; wiping, retiring, locking or rebooting a device; changing a mailbox configuration; posting to a channel or status page; and executing a command under Section 5.
"Read Operation" means an operation that retrieves information without changing state.
"Irreparable Action" means an Agent Action that cannot be reversed by performing the corresponding inverse operation with the same inputs. Irreparable Actions include without limitation wiping or retiring a device, resetting a password, unlocking an account, issuing a temporary access credential, and marking a ticket resolved in a manner visible to the requester.
"Autonomous Operation" means the performance of an Agent Action or Read Operation by the Service without a human request in the immediately preceding interaction — for example, in response to an alert or on a schedule.
"Case" has the meaning given in Section 7.1.
"Investigation" has the meaning given in Section 7.2.
"Seat" has the meaning given in Section 7.3.
2. CUSTOMER AUTHORIZATION AND CONFIGURATION
2.1 The Service Operates Within Customer Configuration
Customer determines what the Service may do. Through the administrative console, an Order Form, an integration, or a request to Helios, Customer establishes and may change at any time:
(a) which tools and capabilities are available to the Service, and to which categories of requester;
(b) the identity verification required before a given operation may be performed, including whether multi-factor verification is required;
(c) which operations require human approval before execution, and who may approve them;
(d) which operations may be performed under Autonomous Operation;
(e) whether the Service may execute commands against Customer's infrastructure under Section 5;
(f) the Connected Systems the Service may access and the scope of that access; and
(g) the instructions, prompts, routing rules, thresholds and budgets that govern the Service's behavior;
(h) the knowledge base articles, runbooks and other content the Service draws on when responding; and
(i) the workflows Customer builds, imports or executes, including any that connect to Customer's systems.
Items (g) through (i) materially shape how the Service behaves, and Helios does not review, approve or validate them.
Customer may at any time, through the Service, change any item in this Section, disable Autonomous Operation, disable any capability, or revoke any credential, and the Service will not begin a further Agent Action under an item so disabled.
2.2 Authorization
Customer authorizes Helios and the Service to perform Agent Actions and Read Operations within Customer Configuration, on Customer's behalf and at Customer's direction. Agreement §13.8 applies. Customer represents that it has the authority to grant this authorization in respect of every Connected System and every account, device and record the Service is configured to reach, and that granting it does not breach any agreement between Customer and a third party.
2.3 Customer Responsibility for Configuration
Customer is solely responsible for each choice in Section 2.1 and for the consequences of Agent Actions performed within it — including the decision to enable a capability, to lower, remove or decline a verification requirement or approval gate, to permit Autonomous Operation, to enable command execution under Section 5, to activate a runbook or workflow that performs Agent Actions, and for the scope of the execution identity and other credentials supplied under Section 4. Customer will review its configuration periodically and after any material change to its environment, organization or Connected Systems. Where the Service offers a control and Customer disables, weakens or declines it, any claim arising from the resulting outcome is within Customer's indemnity under Section 10.3 of the Agreement. Section 4.3 of the Agreement applies.
2.4 Controls Helios Maintains
Helios will maintain the following controls, which Customer cannot override:
(a) specified Irreparable Actions require multi-factor verification of the requester, and an administrative caller cannot reduce that requirement;
(b) an Irreparable Action for which no approval may substitute for verification of the requester is excluded from Autonomous Operation and requires a human request;
(c) where Helios holds a record of the permissions granted on a Connected System, the Service does not offer an operation those permissions do not support;
(d) commands are checked against controls Helios maintains that refuse prohibited operations, which no Customer Configuration or approval may override;
(e) Agent Actions and commands executed under Section 5 are recorded, in the Service or in the Connected System in which they take effect, and Helios maintains audit records of them; and
(f) the Service performs no Agent Action under Autonomous Operation unless Customer has enabled Autonomous Operation, and then only for the capabilities Customer has enabled.
Helios may add to these controls at any time. Helios will not remove or weaken one except by an update to this Schedule under Section 3.4 of the Agreement.
2.5 Human Oversight
Customer acknowledges that the Service is an aid to, and not a replacement for, Customer's IT function. Customer will maintain human oversight appropriate to the risk of the operations it enables, will retain the ability to perform those operations independently of the Service, and will not rely on the Service as the sole means of performing any function where failure would cause material harm.
3. IRREPARABLE ACTIONS
Customer acknowledges that an Irreparable Action cannot be undone by the Service. Re-running the corresponding inverse operation does not restore the prior state: a wiped device does not recover its data, a reset password does not recover the previous credential, an account unlock is a security event that has already occurred, and a resolution notified to a requester has already been seen. Where an operation can be reversed by a subsequent act, that act is Customer's to perform.
Customer is solely responsible for its decision to enable any Irreparable Action, for the population on which it is enabled, and for maintaining backups, recovery procedures and any other control appropriate to the consequences of that action being performed in error.
4. CONNECTED SYSTEMS AND CREDENTIALS
4.1 Grant
Customer will provide, and may revoke at any time, the credentials and authorizations the Service needs to access each Connected System. Customer grants Helios the right to use those credentials solely to provide the Service within Customer Configuration.
4.2 Least Privilege
Customer will grant the narrowest set of permissions sufficient for the capabilities it has enabled. Customer is responsible for the scope of every credential it supplies. Helios may decline to accept, or may require the re-scoping of, a credential whose privileges materially exceed what the enabled capabilities require, and may decline to enable a capability where the supplied credential is insufficient.
4.3 Handling
Helios will store credentials encrypted, will use them only to provide the Service, and will not use them to access any system or record outside the scope of Customer Configuration. Where the Service executes a command under Section 5, it does so using credentials derived from Customer's own cloud identity and scoped to that command.
4.4 Revocation and Offboarding
Customer may revoke any credential at any time; the corresponding capability will cease to function. Helios will delete stored credentials within thirty (30) days of termination, or sooner on Customer's written request.
4.5 Third-Party Systems
Connected Systems are operated by third parties under Customer's own agreements with them. Helios does not control them, does not warrant their availability, accuracy or behavior, and is not responsible for a failure of the Service caused by a Connected System. Customer is responsible for maintaining its own entitlements to those systems.
5. COMMAND EXECUTION
Where Customer enables it, the Service may execute diagnostic and remediation commands against Customer's own infrastructure.
Commands execute under the execution identity Customer supplies, within the privileges Customer has granted that identity in Customer's own environment. The scope of what the Service can reach and change is the scope Customer has granted it. Section 4 applies to that identity as it does to any other credential.
Customer is responsible for enabling command execution, for the scope of that identity, and for the runbooks and workflows it activates — including the blast radius of each and of any combination of them.
Helios does not assess the effect of any command against Customer's particular systems, data or dependencies, and gives no warranty as to that effect.
Every command executed, and every command refused, is recorded with the requesting identity, the command, the target context, and the outcome. Customer may review those records through the Service.
6. PROGRAMMATIC INTERFACES
Where Customer enables them, the Service exposes programmatic interfaces, including a Model Context Protocol server and a public chat API.
Customer is responsible for the systems it builds against those interfaces, for the credentials it issues to them, and for the identity of any end user it passes through them. Use of the programmatic interfaces is subject to the restrictions in Section 3.5 of the Agreement and to published rate limits.
Helios will give at least ninety (90) days' notice before making a backward-incompatible change to a documented programmatic interface, except where a shorter period is required to address a security or legal risk.
7. MEASUREMENT
The Service is measured in two units of work: Cases, for work arising from a request raised by or on behalf of a person, and Investigations, for work the Service performs on its own initiative in response to an alert, event or monitoring signal. Each is defined below and each is priced separately in the Order Form, because the two differ materially in the computational resources they consume.
Where a unit of work falls within both Section 7.1 and Section 7.2, it is counted once, as an Investigation.
Within each unit, all work of that kind is counted and charged the same way whatever it involves, and the fees in an Order Form are priced on a normal composition of that work. Section 5.7 of the Agreement applies where the composition of Customer's usage within a unit is materially different.
7.1 Cases
"Case" means a single unit of work performed by the Service in respect of one request or issue raised by or on behalf of a person, from the point at which the Service first acts on it through to its disposition — irrespective of the channel through which it arrives, the number of messages, turns or sessions it involves, the number of tools or Connected Systems invoked, or whether it moves between channels. Each unit of work is counted as one Case.
By way of example and without limitation, a Case arises where the Service answers an inbound call; responds to a chat, Microsoft Teams, Slack or SMS request; or acts upon a request or ticket received by email or from a connected ticketing system, whether by resolving it or by enriching, classifying and routing it.
The Service "acts upon" a request, issue, alert or event when it produces a response, classification, draft, routing decision, analysis or other output in respect of it, or performs an Agent Action or Read Operation in respect of it. Receipt, queuing or storage alone is not acting upon it.
The following are not Cases:
(a) a request the Service receives but does not act upon;
(b) an outbound notification, page, message or callback initiated by the Service to Customer's own personnel in respect of a Case or Investigation already counted;
(c) a session ended before the Service acted;
(d) further activity on a unit of work already counted, including a unit of work reopened within three (3) Business Days after it reached a disposition. A unit of work reopened after that period is a new unit of work; and
(e) work the Service performs at the request of a Seat holder through the administrative console, including the technician copilot. That work is included in the fee for the Seat.
7.2 Investigations
"Investigation" means a single unit of work performed by the Service as an Autonomous Operation in respect of one alert, event or monitoring signal, from the point at which the Service first acts on it through to its disposition. Each unit of work is counted as one Investigation. More than one alert, event or signal arising from the same underlying incident is one unit of work.
By way of example and without limitation, an Investigation arises where the Service performs automated triage of an alert received from a monitoring, alerting or observability system; determines or proposes a root cause; or executes a multi-step workflow in response to such an alert.
Where an Investigation produces a request, issue or ticket that the Service then works, that follow-on work is part of the same unit of work and is not separately counted as a Case.
The following are not Investigations:
(a) an alert or event the Service receives but does not act upon;
(b) an outbound notification, page, message or callback initiated by the Service to Customer's own personnel in respect of a Case or Investigation already counted; and
(c) triage, analysis or workflow execution initiated by a Seat holder rather than by the Service. That work is included in the fee for the Seat.
7.3 Seats
"Seat" means a named individual authorized by Customer to access the Mira Resolve administrative console with administrator or technician privileges. An individual who only submits requests to, or receives support from, the Service is not a Seat and does not consume one.
Seats are named and may be reassigned when an individual's role changes or they leave Customer's organization. Seats may not be shared or used concurrently by more than one individual.
Customer is responsible for assigning no more Seats than the Order Form provides, for notifying Helios where it assigns more, and for the fees for those additional Seats. Section 4.3 of the Agreement (Limits) applies.
7.4 Measurement and Reporting
Helios's usage records are the authoritative record of Cases, Investigations and Seats for billing, as provided in Section 5.2 of the Agreement. Helios will make usage visible to Customer through the Service, with Cases and Investigations reported separately.
The Order Form states limits applicable to Customer's use of the Service, which may include daily and weekly budgets and concurrency limits for automated triage, and a maximum call duration on the telephone channel.
Section 4.3 of the Agreement (Limits) applies to each of them.
A limit raised materially above its default may result in a review under Section 5.7 of the Agreement.
8. SERVICE-SPECIFIC WARRANTIES AND DISCLAIMERS
Section 9.4 of the Agreement applies in full. Without limiting it, Helios does not warrant that any request, ticket, incident or alert will be resolved, that any Investigation will identify a correct root cause, or that any Agent Action will achieve its intended effect.
9. DATA
Section 7 of the Agreement and the DPA apply. Annex A to the DPA describes the processing specific to Mira Resolve.
Customer acknowledges that content submitted to the Service is unstructured and that the Service does not filter it by category. Customer is responsible for what its Users submit. Where Customer's Users may submit protected health information, the Business Associate Addendum must be executed before the Service is used for that purpose.
10. VOICE CHANNEL AND RECORDING
Where Customer enables the telephone channel, calls to the Service may be recorded and transcribed.
The Service is a workforce support line: the individuals who call it are Customer's Users, not the public. Customer represents that its Users have been notified, through Customer's workforce policies or otherwise, that calls to the Service may be recorded and monitored, and that Customer has obtained any consent that applicable law requires. Customer will maintain that notice for the duration of the Subscription Term and will extend it to new Users.
The Service provides a recording notice that Customer may have played at the start of each call. Customer is responsible for deciding whether to enable it, and in all circumstances for ensuring that the notice required by applicable law is given and any required consent obtained — whether through that notice, through Customer's workforce policies, or by other means. Helios does not review Customer's policies or greetings for legal sufficiency.
"Recording" means an audio recording of a call made by the Service, and "Transcript" means a text transcription of a Recording or of a live conversation.
Recordings and Transcripts are retained for the period Customer configures. Annex A to the DPA describes the scope of that control and its limits, including that the telephony provider retains its own copy of each Recording under settings Helios does not control.
Helios Core AI LLC · legal@helios-core.com