Pivott Service Standards

Overview of Automated Contract Processing

Pivott provides a software platform designed to help customers organize, manage, and extract information from contracts and related documents. Contracts are processed in accordance with the customer’s documented instructions and standards.

If no customer-specific guidance is mutually agreed upon, Pivott will process contracts using its standard rules, policies, and extraction methodologies.

Automation, Accuracy & Customer Review

Pivott uses automated and AI-assisted technology to process contracts and related documents. While Pivott makes reasonable efforts to ensure the platform operates as intended, automated processing is not guaranteed to be error or omission-free.

By using the platform, the customer acknowledges and agrees that:

Extracted data may contain inaccuracies, omissions, or misrepresentations.
Pivott does not guarantee the completeness or accuracy of any extracted data.
Pivott is not a law firm and does not provide legal advice, and any contract processing services are not a substitute for professional legal counsel.
The customer is solely responsible for reviewing, validating, and approving all processed outputs—including any customer-requested Spend data—before relying on them for business, legal, or financial purposes.

Please note that our Terms of Use and Privacy Policy also apply.

Data Extraction Policies & Procedures

Document Processing & Archiving

When Pivott processes Proposals, Requests for Quotes, Invoices, or Work Orders that are more than two (2) years old, these documents will be automatically archived after:

An AI-generated summary is created, and
The document is associated with the appropriate property and vendor.

For archived documents, Pivott does not human-verify dates, any extracted financial information, contractual clauses, or reminders.

Contract Data Extraction Scope

While Pivott endeavours to extract data from all contracts submitted:

Detailed clauses and financial information are extracted only when requested by the customer and when Pivott determines, at its discretion, that a contract is active and pricing is reasonably current.
Reminders and future key dates are created only for contracts Pivott reasonably believes to be active—for example, where no end date is stated in the agreement or where the renewal terms indicate the possibility of renewal.

Spend (Financial Information)

By default, Pivott does not extract financial information, including pricing, fees, payment terms, or other monetary data (collectively, “Spend”).

Spend data is extracted only when explicitly requested by the customer by clicking the appropriate button within the application. Absent such a request, Pivott will not identify, interpret, validate, or verify Spend information within contracts or related documents.

New Feature Backfilling

As new platform features or data extraction capabilities are released and included in a customer’s plan, Pivott may apply those features to previously processed documents on a limited basis. Any such backfilling will be performed only where automated and AI-assisted processing can be applied reliably, as determined by Pivott in its discretion.

Pivott does not guarantee that all historical documents will be reprocessed or updated when new features are introduced, and customers remain responsible for reviewing any backfilled outputs for accuracy.

Default Data Fields

By default, Pivott extracts only the data fields outlined below and only from PDF and MS Word documents. Customers may request additional or custom data extraction, subject to agreement and feasibility. Financial information (Spend) is not included in Pivott’s default data fields and will not be extracted unless expressly requested by the customer.

Data Type	Processing Details
Association (Property & Vendor)	For every contract processed, Pivott identifies and associates the contract with the applicable property or properties and the relevant vendor.
Dates	Contracts without a fixed end date are assumed to be active and will not include an end date.
Summary	Pivott will use AI to summarize all uploaded files.
Tasks	Tasks are created only when contract action is required and appear in the customer’s digest up to 90 days in advance. Fixed-term contracts: Included 90 days prior to expiration. Ongoing contracts: No tasks are generated.

Service Level Agreement (SLA)

All data extraction and processing activities are governed by these Service Standards and the customer’s Service Level Agreement (SLA). The SLA is provided during onboarding and contains additional details regarding service commitments and limitations.

Pivott’s Responsibilities

Pivott’s responsibilities with respect to the platform include:

Platform Availability & Maintenance

Maintaining the contract processing platform in accordance with the SLA, including updates, bug fixes, and performance optimizations.

Security & Data Protection

Implementing reasonable administrative, technical, and physical safeguards designed to protect customer data, including encryption, access controls, and regular security reviews. Additional details are available in Pivott’s SOC 2 documentation at https://trust.pivott.io/.

Customer Support

Providing customer support through designated channels and responding to inquiries within agreed-upon timeframes.

System Compatibility

Supporting industry-standard file formats and enabling integration with commonly used tools within the multifamily industry.

Data Integrity Efforts

Making reasonable efforts to ensure automated processing operates within the parameters established by the customer, without guaranteeing accuracy.

Customer Responsibilities

The customer agrees to:

Provide Accurate Inputs

Ensure all submitted documents are current, complete, legible, and in supported formats.

Define Processing Standards

Provide clear, consistent instructions regarding data extraction requirements, templates, or processing rules.

Review Processed Data

Regularly review all processed contracts and extracted data for accuracy and completeness.

Maintain Platform Access Security

Safeguard login credentials and ensure authorized use of customer accounts.‍

Report Issues Promptly

Notify Pivott without undue delay of any errors, bugs, or system issues, including sufficient detail to support investigation.

Backup Their Own Data

Download backups of data stored in Pivott and safeguard them in unconnected systems for redundancy.

Third-Party Interference & External Dependencies

Pivott is not responsible for disruptions, errors, or inaccuracies caused by third-party services or external factors, including:

External Software & Integrations

Tools or systems integrated by the customer or third parties.

Network or Infrastructure Failures

Issues related to the customer’s or third-party network connectivity or infrastructure.

Third-Party Vendors & Services

Any failures or errors attributable to third-party providers interacting with the platform.

Where third-party interference affects service performance, Pivott will provide reasonable assistance in troubleshooting; however, resolution may require action by the relevant third party.