Terms of Service

1. Acceptance of Terms

By accessing or using Helpdeskry's services, website, or applications (collectively, the "Services"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, you may not access or use our Services.

2. Definitions

• "Services" means all of Helpdeskry's websites, applications, tools, platforms, and customer support delivery systems.
• "Customer" means an individual or entity with a registered Helpdeskry account who seeks customer support and assistance.
• "Support Agent" means an individual or entity with a registered Helpdeskry account who provides customer support, manages tickets, handles live chat sessions, and delivers customer service across multiple channels.
• "Guest" means a person who accesses support chat sessions or tickets through a link provided by a Customer or Support Agent but does not have their own account.
• "Support Content" means tickets, chat transcripts, knowledge base articles, support documentation, attachments, and other customer support resources available through the Services.
• "Support Data" means ticket history, chat logs, resolution records, customer interactions, and other data generated through support activities.
• "Content" means any data, text, graphics, photos, audio, video, or other materials uploaded, downloaded, or appearing on the Services.
• "Personal Data" means any information relating to an identified or identifiable natural person.

3. Description of Services

Helpdeskry provides a comprehensive omni-channel helpdesk platform that includes:

• Live Chat Support: Real-time customer chat and messaging across websites and mobile apps
• Ticket Management: Comprehensive support ticket creation, tracking, and resolution system
• Knowledge Base: Self-service documentation and FAQ management for customers
• Multi-Channel Support: Email, phone, social media, and web-based customer support integration
• Agent Dashboard: Centralized interface for support agents to manage customer interactions
• Integration Tools: CRM, email platforms, and third-party application integrations
• Analytics and Reporting: Support performance metrics, customer satisfaction tracking, and team productivity analytics

4. User Accounts and Registration

Account Creation

To access certain features of our Services, you must create an account. You agree to provide accurate, current, and complete information during registration and to update such information to keep it accurate, current, and complete.

Account Security

You are responsible for safeguarding your account credentials and for all activities that occur under your account. You must immediately notify us of any unauthorized use of your account or any other breach of security.

Organization Accounts

If you create an account on behalf of an organization, you represent and warrant that you have the authority to bind that organization to these Terms, and your agreement to these Terms will be treated as the agreement of the organization.

5. Acceptable Use Policy

You agree not to use the Services to:

• Violate any applicable laws, regulations, or third-party rights
• Transmit any harmful, threatening, abusive, harassing, defamatory, or otherwise objectionable content
• Impersonate any person or entity or falsely state or misrepresent your affiliation with any person or entity
• Interfere with or disrupt the Services or servers or networks connected to the Services
• Attempt to gain unauthorized access to any portion of the Services or any other systems or networks
• Use the Services for any commercial purpose without our express written consent
• Record support conversations without proper consent from all participants
• Share support access credentials or sensitive customer information with unauthorized individuals

6. Helpdesk Services

Support Interaction

By using our helpdesk services, you acknowledge and agree that:

• Support conversations may be recorded and logged for quality assurance and training purposes
• You are responsible for providing accurate information about your support issues to enable effective assistance
• You will communicate respectfully and professionally with support agents in accordance with applicable laws and these Terms
• You understand that support agents have discretion over support methods and may escalate, transfer, or close tickets as appropriate

Support Data and Content

Support tickets, chat logs, and other Support Data are subject to the following terms:

• Support agents may document and store conversation records for resolution tracking and service improvement
• Support content is stored securely and may be accessed by authorized support personnel and customers involved in the case
• You retain ownership of your submitted content, but grant us a license to process and store such content as necessary to provide support services
• We may retain Support Data for a reasonable period to provide ongoing service and comply with legal obligations

Technical Requirements

To use our helpdesk services effectively, you need:

• A stable internet connection for accessing web-based support tools and live chat
• Compatible devices and updated web browsers for optimal platform performance
• Valid contact information (email, phone) for support communication
• Appropriate permissions to install or configure software when technical support is required

7. Privacy and Data Protection

Your privacy is important to us. Our collection, use, and protection of your Personal Data is governed by our Privacy Policy, which is incorporated into these Terms by reference. By using our Services, you consent to the collection and use of your information as described in our Privacy Policy.

Data Processing

For helpdesk services, we process various types of data including:

• Support chat messages and ticket communications
• File attachments and shared documents in support cases
• Support metadata (participants, duration, timestamps, resolution status)
• Screen sharing content when used in support sessions
• Call recordings when support conversations are recorded

8. Payment Terms

Subscription Plans

Our Services are offered through various subscription plans. By subscribing to a paid plan, you agree to pay the applicable fees as described on our pricing page.

Billing and Payments

• Subscription fees are billed in advance on a monthly or annual basis
• All fees are non-refundable except as expressly stated in these Terms
• We may change our pricing with 30 days' advance notice
• Failed payments may result in service suspension or termination

Free Trials

We may offer free trials for certain subscription plans. Free trials are subject to the same terms as paid subscriptions, and will automatically convert to paid subscriptions unless cancelled before the trial period ends.

9. Intellectual Property Rights

Our Rights

The Services and all materials therein, including software, images, text, graphics, logos, patents, trademarks, service marks, copyrights, photographs, audio, videos, and music, are owned by Helpdeskry or our licensors and are protected by intellectual property laws.

Your Rights

You retain ownership of any content you create or upload to the Services. By using our Services, you grant us a limited, non-exclusive, royalty-free license to use, store, and process your content solely to provide the Services.

Feedback

Any feedback, suggestions, or ideas you provide to us regarding the Services may be used by us without any obligation to compensate you.

10. Disclaimers and Limitations

Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, HELPDESKRY SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR ANY LOSS OF PROFITS OR REVENUES, WHETHER INCURRED DIRECTLY OR INDIRECTLY, OR ANY LOSS OF DATA, USE, GOODWILL, OR OTHER INTANGIBLE LOSSES.

11. Indemnification

You agree to indemnify, defend, and hold harmless Helpdeskry and its officers, directors, employees, agents, and affiliates from and against any claims, liabilities, damages, losses, and expenses, including reasonable attorney's fees, arising out of or in any way connected with your access to or use of the Services, your violation of these Terms, or your infringement of any intellectual property or other rights of any person or entity.

12. Termination

Termination by You

You may terminate your account at any time by following the account closure process in your account settings or by contacting our support team.

Termination by Us

We may terminate or suspend your account and access to the Services immediately, without prior notice or liability, for any reason, including if you breach these Terms.

Effect of Termination

Upon termination, your right to use the Services will cease immediately. We may delete your account and all associated data, though we may retain certain information as required by law or for legitimate business purposes.

13. Dispute Resolution

Governing Law

These Terms shall be governed by and construed in accordance with the laws of [Jurisdiction], without regard to its conflict of law provisions.

Arbitration

Any dispute arising from these Terms or your use of the Services shall be resolved through binding arbitration in accordance with the rules of the American Arbitration Association. You waive any right to a jury trial or to participate in a class action lawsuit.

14. General Provisions

Changes to Terms

We may modify these Terms at any time. If we make material changes, we will provide you with advance notice. Your continued use of the Services after such changes constitutes your acceptance of the new Terms.

Severability

If any provision of these Terms is found to be unenforceable or invalid, that provision will be limited or eliminated to the minimum extent necessary so that these Terms will otherwise remain in full force and effect.

Entire Agreement

These Terms constitute the entire agreement between you and Helpdeskry regarding the use of the Services and supersede all prior agreements and understandings.

Assignment

You may not assign or transfer these Terms or your rights hereunder without our prior written consent. We may assign these Terms without restriction.