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:

Consent: Opt-in is our fundamental principle, and we’ll always ask for your consent before you engage with any AI in our products or services. Affirmative consent ensures we respect user preferences and privacy while mitigating risks associated with unauthorized data usage.

Transparency: We prioritize accountability, education, and informed decision making, and we’ll always tell you when and how we’re using any AI tools with your data. The more knowledge our partners have, the more confidence they’ll have to explore the possibilities of AI.

Context: We strive to deliver maximum value and effectiveness through careful, efficient use of technology. This means we’ll continuously work to understand the unique challenges and requirements of each situation and narrowly tailor AI solutions to each use case.

How does N‑able Use 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 will only use AI with customer data when it has consent from the customer to do so. Prior to the introduction of any AI, we’ll clearly communicate with you about the creation or introduction of new tools and capabilities, and we’ll give our partners the opportunity to opt-in or opt-out from use through a user interface or other method.

We won’t input any personal data, including but not limited to the following, into any AI tools without consent:

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

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. In addition, if the data is going to be used to train AI models, consent will be sought prior to doing so. By providing consent the customer will have access to any of the capability and functionality of the features or models being built.

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.

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].