Pledge on the Responsible Use of Artificial Intelligence (AI)

N‑able’s AI Strategy

N‑able promotes the responsible use of AI while recognizing our duty to guard against potential harm by working to protect our partners’ data and intellectual property. To that end, we’ve developed an AI strategy that is supported by three Pillars of Responsibility:

Our Three Principles

Control

AI capabilities may be enabled as part of the product experience, but customers remain in control.

We commit to:

• Providing clear mechanisms to disable or limit AI capabilities where appropriate.
• Giving customers visibility into AI-powered features before material changes are introduced.
• Ensuring customers maintain ownership of their data.
• Clearly disclosing when customer data is used in AI processing.
• Providing choices regarding model training, data sharing, and optional AI capabilities when applicable.

Transparency

Trust requires visibility.

We commit to:

• Clearly identifying AI-powered features and experiences.
• Explaining what data AI systems use and how it is processed.
• Communicating when AI-generated outputs are being provided.
• Maintaining auditability and traceability of AI-driven actions when appropriate.
• Publishing updates when we introduce significant AI capabilities or materially change AI processing practices.

Context

Not every problem requires the same level of artificial intelligence or automation.

We commit to:

• Applying AI where it creates meaningful value.
• Designing AI systems with appropriate safeguards and human oversight.
• Limiting access to only the information necessary to complete the task.
• Ensuring AI operates within clearly defined boundaries.
• Continuously evaluating outcomes to improve safety, effectiveness, and accuracy.

AI should be relevant, purposeful, and proportional.

How N‑able Uses AI

As described in detail in our Privacy Notice and Software Services Agreement, the data you submit into our products and services is owned by you.

N‑able does use data regarding the utilization and performance of our software to prioritize features, improve performance, and add new capabilities to our software solutions. Data collected through use of N‑able products is typically referred to as utilization metadata. For example:

• How many instances of an application exist
• Number of times a feature is used or run
• Number of users or assets managed

N‑able commits to never using this data in identifiable ways.

Data that’s created by N‑able as an output of N‑able technology, such as operational reports, logs, or the outputs of AI/machine learning (ML) algorithms, are owned by N‑able. Only non-identifying output and calculated insights and information will be shared and utilized for improving the capabilities of the products, services, and community.

Billing and marketing data such as product usage data, invoices, customer names and contact information are processed in compliance with applicable data and privacy marketing laws. N‑able may use billing and marketing data to perform standard business activities such as customer contact and presentation of invoices.

We are currently working on implementing AI to maximize efficiency of our operations, including interactions with partners, resolution time, prediction of device behaviors, and system performance. Any new information or output from these projects is owned by N‑able, and we’re committed to sharing helpful, efficiency-enhancing results we get from our AI tools with our partners.

Training and Model Improvement

N‑able may process customer data to provide AI-powered functionality within the products and services our customers choose to use.

This operational processing is distinct from using customer data to train foundation models or improve shared AI systems.

Unless otherwise disclosed and agreed, customer-specific data is not used to train shared or third-party AI models.

Personal data, including but not limited to the following, may be used in N-zo or other in-app tooling. Please opt out of AI to prevent the tools from using:

• Any information or content on your devices;
• Device inventories;
• Client names, site names, user actions, contracts, and invoices;
• Alerts, outages, session details, recovery details;
• Names of MSP Customers or sites; or
• Reports created about a particular customer.

Please note that opting out of AI will opt out of all features using AI.

How Can MSPs Use AI?

AI tools can help MSPs and other IT service providers be more efficient by:

• Automating manual processes such as:
  • Customer support (chatbots);
  • Data processing; and
  • Email sorting.
• Creating an extensive knowledge base of incidents or tickets that can be analyzed to increase resolution time;
• Detecting anomalies (such as offline devices) and deploying self-healing measures; and
• Continuously monitoring security threats and proactively detecting vulnerable accounts to develop more efficient protective action.

Creating an AI pledge like this one modeled by N‑able can help MSPs set a clear framework for AI usage, addressing critical decisions and policies such as data governance, ethical considerations, and the balance between automation and human oversight. This is essential to navigate the complexities of AI integration in alignment with your company’s ethics and operational needs, and ensure you are able to set and meet your customers’ expectations. Using a foundational guideline ensures that the deployment of AI enhances service offerings without compromising on values such as privacy, transparency, and customer autonomy.

We’re here to answer any questions about our AI strategy and how we use data, so please reach out to us at [email protected].