How we use AI, with people still in charge.

This AI Usage Policy explains how BaseHost (operated by Anamorphic Creations Pty Ltd, ACN 087 351 102) uses artificial intelligence in delivering and supporting the services we provide to you, the Customer. To be clear, we do not use AI to interact with visitors on this website or to collect information from them. This policy applies to all Customers and users of our services. We may update it from time to time, and your continued use of our website or services after we post an updated version will constitute your acceptance of the change.

Scope of This Policy

This policy sits alongside our Terms and Conditions and our Privacy Policy, and it forms part of how we deliver your service. It covers how we use AI in our service management platform and in delivering and supporting your services.

How We Use AI

We use AI as a tool to help us deliver and support your services faster and more consistently, always under human direction. In practice this can include:

AI in our service management platform that reads ticket sentiment and suggests relevant knowledge and similar past tickets, described in the next section.
Licensed AI assistants, such as Claude Team, used by our team on managed cloud desktops to help draft, summarise and work through tasks.
Productivity, automation and monitoring tools used within our own operations and delivery, which surface information and suggestions for a person to assess.

AI does not make decisions about your services on its own, and it does not replace the people who look after your account.

AI in Our Service Desk

We manage your support requests through our service management platform, which includes AI features that we use to help us respond well and resolve issues quickly. In practice:

Sentiment analysis. The AI reviews the messages on a ticket to gauge how you are feeling and how urgent or sensitive the request is, so we can prioritise and respond appropriately.
Knowledge and similar-ticket suggestions. The AI matches your ticket against our knowledge base and previous tickets, and suggests relevant articles and similar resolved cases to the person handling your request.
Summaries and drafts. The AI can summarise long tickets and draft responses for our team to review, edit and approve.

These features run within our service management platform and use Microsoft Azure AI services (Azure AI Search and Azure OpenAI). A BaseHost person stays in control: the AI supports our team, and it does not resolve or close your tickets on its own.

Human Oversight and Accountability

Every material action remains the responsibility of a person. We treat AI output as a draft or a suggestion to be checked, never as a final answer to act on blindly. You always have an accountable BaseHost team as your single point of contact, and that does not change because a task was assisted by AI.

Data We Process With AI

We do not use AI to collect or process information from visitors to this website. When AI assists us with your support requests, it processes the content of those tickets, including your messages and their history, so that we can understand, prioritise and respond to them. We handle this information in line with our Privacy Policy and your service agreement, and we use it only to deliver and support your services.

Third-Party AI Providers

Some of the AI tools we use are provided by reputable third-party AI providers that process data on our behalf under their own security and contractual commitments. These currently include Microsoft (Azure AI Search and Azure OpenAI Service, used within our service management platform) and Anthropic (Claude, used by our team). Where such a provider processes Customer data, we record it on our Subprocessors page. We choose providers that offer appropriate security and privacy protections, and we use their business or enterprise services where available.

Use of Your Data for Model Training

We do not sell your data, and we do not permit your personal information or Customer data to be used to train publicly available AI models without your consent. Where our AI providers offer settings that exclude submitted content from being used to train their models, we use those settings.

Confidentiality and Security

Our use of AI follows the same information-protection controls that govern the rest of our operations. We take care not to expose confidential Customer information to AI tools that are not suitable for it, and we ask our team to do the same. As a general precaution, please do not send passwords, card numbers or other sensitive credentials to us by email or web form; contact us for a secure way to share them.

Accuracy and Limitations

AI can produce information that is incomplete or incorrect. For that reason, anything generated with the help of AI is reviewed and validated by a person before we act on it or share it with you. The guidance we provide as part of our service, including security guidance, remains the work of our team: where AI has helped produce it, our people make sure it is accurate and appropriate before you receive it.

AI in Client Environments

Where we help you adopt AI tools in your own environment, such as Microsoft Copilot or workflow automation, we advise on setup and good practice, but you remain the owner and controller of those tools and the data they process. Governance, access and acceptable use of AI within your organisation are your responsibility, and we are glad to help you shape them.

Opting Out of AI

AI is embedded in the tools and processes we use to deliver and support your services, including our service management platform, and it cannot be separated from them. For that reason we are not able to offer a way to opt out of our use of AI while still receiving the service. AI always operates under the human oversight and confidentiality controls described in this policy. If you have any questions or concerns about how we use AI, please contact us and a person will help.

Changes to This Policy

We may amend this AI Usage Policy as our services and the underlying technology evolve. When we do, we will post the updated version on the BaseHost website, and your continued use of our website or services will constitute acceptance of the amended policy.

Contact Us

If you have any questions about this AI Usage Policy, please contact BaseHost on 1300 621 888 or through our contact page.