Last Revised: September 2026
These WalkMe AI Terms (“AI Terms“) are part of the agreement between Customer and WalkMe, including without limitation order forms, terms of use, and any ancillary document thereto (collectively, “Agreement”), and shall apply to artificial intelligence technologies in the Licensed Technology as identified in Documentation, release notes, or within the Licensed Technology (“AI Technology“) except to the extent Customer has a mutually executed version of the AI Terms (“Signed AI Terms”), in which case the Signed AI Terms shall govern in the event of a conflict between such Signed AI Terms and these AI Terms.
1. DEFINITIONS
In addition to capitalized terms elsewhere defined in this Agreement, the following terms shall have the respective meanings ascribed to them below. Capitalized terms not defined within these AI Terms shall have the meaning ascribed to them in the Agreement.
1.1. Customer Data means any content, materials, data and information that Customer Users enter into the production system of Licensed Technology or that Customer derives from its use of and stores in the Licensed Technology (e.g. Customer-specific reports). Customer Data and its derivatives will not include WalkMe’s Confidential Information.
1.2. Licensed Technology means any solution provided by WalkMe under an Agreement.
1.3. Stateless Large Language Model (or “Stateless LLM”) means a large language model (commonly used for Generative AI) that was locked as of a certain point in time and is no longer being trained: no input or output is stored in the AI model. Additionally, neither input nor output are used to retrain, refine, or improve such Stateless LLMs.
1.4. WalkMe Materials means any materials or information (including statistical reports and usage measurements of the Licensed Technology) provided, developed, derived, or made available by WalkMe (independently or with Customer’s cooperation) via the Licensed Technology or otherwise in the course of performance under the Agreement, including in the delivery of any support or Professional Services to Customer, as well as context and instructions included in prompting the AI Technology by Licensed Technology. WalkMe Materials do not include the Customer Data, Customer Confidential Information, or the Licensed Technology.
2. AGREEMENT APPLICABILITY
The Agreement applies to AI Technology, including without limitation, terms relating to warranties, security, confidentiality, legal compliance, and service level obligations. Notwithstanding anything to the contrary in the Agreement (and any document comprised therein), the terms of these AI Terms as such terms relate to Customer’s use of the AI Technology shall prevail over any other conflicting or inconsistent terms in the Agreement except Signed AI Terms as defined above.
3. WALKME’S GENERATIVE AI COMMITMENT TO CUSTOMER
Training of Models. WalkMe only uses commercially available, third-party Stateless LLMs. Neither WalkMe nor its licensors train or refine such stateless LLMs.
4. ACCEPTABLE USE
4.1. Use Limitations. Customer will use AI Technology in accordance with the Agreement, Documentation, and the following WalkMe AI Code of Conduct (“AI CoC”) accessible at https://www.walkme.com/code-of-conduct/, as such AI CoC may be updated or changed from time to time.
4.2. Protective Measures. Customer will not:
(a) circumvent or bypass protective measures made available by WalkMe or a third-party, including, but not limited to, those intended to help prevent copyright infringement, data breaches, or security incidents or
(b) use of AI Technology in a manner that interferes with, disrupts, or places an excessive burden on the infrastructure or performance of the Licensed Technology.
4.3. Development. Customer will not use AI Technology or Output to develop, train, or improve other artificial intelligence models. For greater certainty, Customer may use Output with other artificial intelligence models and services as input, grounding (e.g., retrieval augmented generation), and prompt engineering for Customer’s internal business purposes.
4.4. Suspension. WalkMe may limit or suspend access to AI Technology for violations of the AI Terms. WalkMe will notify Customer of the suspension or limitation without undue delay. WalkMe will limit a suspension or limitation in time and scope as reasonably possible under the circumstances.
5. OUTPUT; ACTIONS
5.1. “Output” means any content generated by AI Technology for Customer.
5.2. Quality, Review, and Reliance. AI Technology consists of emerging technologies that may result in incorrect, biased, unfair, or inaccurate Output. Customer is solely responsible for:
(a) usage of any Output; and
(b) Customer’s decisions, actions, reliance, and omissions based on the Output.
5.3. Ownership. The parties agree:
(a) Output may not qualify for intellectual property protection; and
(b) similar or the same Output may be produced by AI Technology for different customers. As between the parties, Customer owns the Output, provided WalkMe, SAP SE, their Affiliates, or their licensors retain all Intellectual Property Rights in the Licensed Technology, WalkMe Materials, Documentation, and derivative works thereof, including as may be contained within Output. Customer has the right to use the Licensed Technology, WalkMe Materials, and Documentation contained in Output in accordance with the Agreement
5.4. Agentic AI. WalkMe may make available AI Technology that Customer can use to autonomously or semi-autonomously perform actions, interact with WalkMe and external systems and data, and execute business processes, such as AI agents (“Agentic AI”). Customer is responsible for:
(a) the actions and outcomes of those actions performed by Agentic AI (collectively “Actions”);
(b) evaluating, enabling, and authorizing Agentic AI’s access and connection to data, application, and systems; and
(c) maintaining human oversight and approval over Agentic AI use and Actions
5.5. Indemnification. WalkMe’s indemnification obligations, to the extent provided in the Agreement, shall apply to the Licensed Technology (including AI Technology included therein) but not to Output or Actions.
6. MISCELLANEOUS
6.1. Changes in Law. The laws and regulatory guidance on AI technologies continue to evolve. If a change in law, regulation, or official interpretation impacts WalkMe’s ability to offer, or Customer’s ability to legally use AI Technology, WalkMe may limit or discontinue that AI Technology, including in specific countries.
6.2. Admin. The Customer Contact described in any active Order Form is automatically defined as Customer’s technical administrator (“Admin”). Each Admin is deemed as the authorized representative of the Customer, and any decision or action made by any Admin is deemed as a decision or action of Customer. Without limiting the foregoing, after the initial activation of the AI Technology, each Admin and its designees are authorized to enable or disable the AI Technology at any time.
6.3. AI Models. WalkMe does not commit to the use of specific AI models in AI Technology even if Customer may be able to choose between different AI models when using the AI Technology. WalkMe reserves the right to add, remove, or exchange AI models, in its sole discretion, at any time. When WalkMe introduces new AI Technology, WalkMe may provide additional terms or make updates to the terms that apply to Customer’s use of such AI Technology.
