Terms & Conditions

Redwood Community Portal

Community Guidelines

1.  Introduction

Welcome to the Redwood Software Community Portal (the “Community”), a platform hosted through Gainsight designed to connect users of our Redwood automation products. The Community provides a space to ask questions, share knowledge, exchange ideas, and engage with Redwood product experts and fellow users.

These Community Guidelines (the “Guidelines”) govern your use of and participation in the Community. By registering for or using the Community, you agree to these Guidelines and confirm that you have read and understood them. If you do not agree, please do not participate in the Community.

Your use of Redwood’s products and services continues to be governed by your Master Subscription Agreement (“MSA”) or any other written agreement you have in force with Redwood Software International or any of our affiliates (“Redwood”). These Guidelines supplement but do not replace that agreement. In the event of any conflict between these Guidelines and your existing agreement with Redwood, your existing agreement shall control.

2.  General Code of Conduct

The Community is open to all Redwood users, but we ask that all participants help us maintain a positive, constructive, and professional environment. The following standards of conduct apply to all activity in the Community, including posts, comments, messages, uploads, and other contributions.

Be Respectful

Treat all participants with courtesy and professionalism. You must not post content that is racist, discriminatory, insulting, sexist, threatening, harassing, or otherwise offensive.

Stay Legal

Do not post any content that is illegal, pornographic, defamatory, or that infringes the intellectual property rights of any third party. You must not distribute viruses, malicious code, or any material designed to gain unauthorized access to another user’s systems or data.

Stay On Topic

Please keep discussions focused on the subject of each thread or forum category. Off-topic posts and “thread-hijacking” (diverting a discussion away from its original purpose) detract from the experience of all participants. Persistent off-topic posting may result in content being removed or access being restricted.

Protect Private and Confidential Information

Do not share personal information about yourself or others in public posts, including telephone numbers, personal email addresses, payment details, or other sensitive personal data.

Users must not post confidential, regulated, export-controlled, security-sensitive, or otherwise restricted information within the Community. This includes credentials, secrets, API keys, customer-sensitive information, source code, regulated personal data, or information subject to contractual, legal, regulatory, or security restrictions.

Users are responsible for ensuring that content shared in the Community complies with their organization’s confidentiality, privacy, security, and data handling obligations.

Please be mindful that content posted in the Community may be visible to other customers, partners, users, Redwood personnel, and publicly accessible portions of the platform where applicable.

One Account Per User

Each participant may maintain only one Community account. Operating multiple accounts is not permitted. Where duplicate accounts are identified, secondary accounts will be suspended or removed. If you believe your account has been created in error or you have lost access, please contact us directly.

Accuracy and Responsibility

Users share information in the Community to help one another. While we encourage knowledge-sharing, Redwood cannot verify the accuracy or completeness of content posted by other users. You should exercise your own judgment before relying on any advice or information obtained through the Community. Redwood accepts no liability for any loss or damage arising from reliance on user-generated content.

Community Moderation

Redwood reserves the right to edit, remove, or restrict any content or user that it reasonably considers to be in breach of these Guidelines, inconsistent with applicable law, inconsistent with Redwood security requirements, or otherwise inconsistent with the purpose and values of the Community.

3.  User Content and Intellectual Property

By submitting, uploading, or posting any content to the Community (“User Content”), you represent and warrant that:

• You own or have the necessary rights and permissions to post that content;
• Your User Content does not violate the intellectual property rights, privacy rights, or any other rights of any third party; and
• Your User Content complies with these Guidelines and all applicable laws.

You retain ownership of any intellectual property rights you hold in your User Content. By posting User Content to the Community, you grant Redwood a non-exclusive, royalty-free, worldwide license to use, reproduce, display, and distribute that content solely for the purposes of operating and improving the Community.

Redwood content, including but not limited to product documentation, release notes, knowledge base articles, and other materials published by Redwood on the Community, remains the exclusive intellectual property of Redwood and may not be reproduced, distributed, or commercially exploited without Redwood’s prior written consent.

4.  Account Registration and Security

Access to certain areas of the Community requires registration. When registering, you agree to provide accurate, complete, and current information. You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account.

Please notify the Community Team promptly if you suspect any unauthorized use of your account or any other security breach. Redwood will not be liable for any loss or damage arising from your failure to keep your credentials secure.

5.  Cookies

The Community uses cookies and similar tracking technologies. Cookies and similar tracking technologies may be associated with your browser, device, account, or profile and may constitute personal data under applicable privacy laws. Our use of your personal information is further described in our Privacy Notice.

How We Use Cookies

We use cookies and analytics tools to:

• Support Community functionality and account authentication;
• Understand how users interact with the platform;
• Improve Community performance and user experience; and
• Remember user preferences and personalize experiences where applicable.

Where reasonably practicable, analytics and usage information will be aggregated, anonymized, or de-identified before analysis.

You may manage cookie preferences through the “Cookie Settings” functionality available within the Community or through your browser settings. Disabling essential cookies may impact functionality.

The Community is hosted through Gainsight, which may process certain information relating to operation of the platform in accordance with its own privacy and data processing terms.

Redwood may use automated tools or AI-assisted technologies to support moderation, analytics, content organization, search functionality, and Community operations.

6.  Tracking and Analytics

In addition to cookies, the Community may collect browsing data and usage analytics to help us understand how the platform is used and to support continuous improvement. This data is collected and processed in accordance with our Privacy Notice.

The Community is hosted and powered by Gainsight. By using the Community, you acknowledge that Gainsight may also process certain data about your use of the platform in accordance with Gainsight’s own privacy and data processing terms. Redwood is not responsible for Gainsight’s data processing practices, which are governed by Gainsight’s separate policies.

7.  Governing Agreements

Your participation in the Community does not modify or replace the terms of any existing agreement between you and Redwood.

Your access to and use of Redwood’s products and services remains governed by your Master Subscription Agreement or such other written agreement as Redwood and your organization may have in place. Where no such written agreement exists, the MSA shall apply.

8.  Enforcement and Consequences

Violations of these Guidelines may result in one or more of the following actions, at Redwood’s sole discretion:

• Removal of non-compliant content without prior notice;
• Issuance of a warning;
• Temporary suspension of Community access; or
• Permanent removal from the Community.

Redwood reserves the right to report illegal activity to the relevant authorities and to cooperate with law enforcement investigations.

9.  Disclaimers

The Community is provided as a convenience to Redwood’s customers and users.

User-generated content reflects the views and opinions of individual contributors and does not constitute advice or guidance from Redwood. Redwood does not endorse or verify any user-generated content and makes no representations as to its accuracy, completeness, or fitness for any particular purpose.

To the maximum extent permitted by applicable law, Redwood excludes all liability for any loss or damage arising from reliance on information obtained through the Community, including from other users’ posts or contributions.

10.  Changes to These Guidelines

Redwood reserves the right to update or amend these Guidelines at any time.

Changes will be posted to the Community and, where material, Redwood will endeavor to provide notice to registered users.

Your continued use of the Community following any change constitutes your acceptance of the revised Guidelines.

11.  Contact Us

If you have questions about these Guidelines, wish to report a violation, or need to contact Redwood’s Community Team, please use the private messaging function within the Community or contact Redwood through the details available at www.redwood.com/contact-us/.