Terms of Service

By creating a workspace, registering an account, or using the SupportHub application, services, and website (collectively, the "Services"), you agree to be bound by these Terms of Service ("Terms").

These Terms constitute a legally binding agreement between your organization or you individually (referred to as "Customer," "you," or "your") and SupportHub Inc. If you are entering into this agreement on behalf of a company or other legal entity, you represent that you have the authority to bind such entity to these Terms. If you do not agree with any part of these Terms, you must not access or use our Services.

To access the platform, you must create a customer support tenant workspace and register at least one administrator account. You agree to:

• Provide accurate, complete, and current registration information.
• Keep your login credentials (username, password, and session tokens) secure and confidential.
• Be solely responsible for all activities, actions, and ticket creations that occur under your workspace or by your registered agents.
• Notify us immediately of any unauthorized access, breach of security, or compromise of credentials.

SupportHub provides ticket creation, customer profile management, email parsing, third-party integrations, and support automation services.

While we strive to provide high availability (targeting a 99.9% uptime SLA for paid tiers), we do not guarantee that the Services will be uninterrupted, bug-free, or completely secure. We reserve the right to temporarily suspend the Services for scheduled maintenance, security updates, or emergency repairs, and will make reasonable efforts to notify you in advance.

You agree not to use the Services to, or permit any agent or customer to:

• Transmit spam, unauthorized mass communications, or phishing emails.
• Upload or attach malware, viruses, or harmful software scripts inside support tickets.
• Scrape, crawl, or run penetration tests on SupportHub infrastructure without prior written authorization.
• Interfere with or disrupt the integrity or performance of the platform.
• Violate any local, state, federal, or international laws or regulations, including those governing data privacy and encryption.

A. Subscriptions and Fees

Access to certain premium features of the platform is billed on a subscription basis (monthly or annually). Fees are calculated based on selected plan criteria, such as the number of active support agents or volume of tickets.

B. Auto-Renewal & Payment

Subscriptions automatically renew at the end of each billing cycle unless cancelled beforehand. You authorize us to charge your registered payment card for the renewal fee using our third-party payment processor (Stripe).

C. Cancellation & Refunds

You can cancel your subscription plan at any time through your workspace settings. Upon cancellation, you will retain access to premium features until the end of the current billing cycle. All paid fees are non-refundable unless required by applicable law or explicitly stated otherwise.

A. SupportHub Ownership

SupportHub retains all rights, titles, and interests in the Services, including all software code, visual UI elements, design systems, algorithms, documentation, logos, and trademarks. You may not copy, reverse-engineer, or adapt any part of our code or design without express written consent.

B. Customer Data & Content

You retain full ownership of all data, support ticket text, media files, and communication contents uploaded to your workspace (collectively, "Customer Data"). You grant SupportHub a limited, non-exclusive license to process and store Customer Data solely for the purpose of providing, hosting, and improving the Services.

TO THE MAXIMUM EXTENT PERMITTED BY LAW, SUPPORTHUB INC. AND ITS SUPPLIERS SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR ANY LOSS OF PROFITS, REVENUE, DATA, OR USE, INCURRED BY YOU OR ANY THIRD PARTY, WHETHER IN AN ACTION IN CONTRACT OR TORT, ARISING FROM YOUR ACCESS TO, OR USE OF, THE SERVICES.

OUR TOTAL AGGREGATE LIABILITY FOR ALL CLAIMS ARISING UNDER THESE TERMS OR OUT OF THE USE OF THE SERVICES SHALL NOT EXCEED THE TOTAL FEES PAID BY YOU TO SUPPORTHUB IN THE TWELVE (12) MONTHS PRECEDING THE CLAIM.

We reserve the right to suspend or terminate your workspace access immediately, without prior notice or liability, if you breach any of these Terms, engage in fraudulent activities, or fail to pay subscription balances when due.

Upon termination, your right to access and use the Services ceases. You may download your workspace data before termination, or request a complete purge of your records in compliance with our Privacy Policy.

These Terms and any dispute arising from them shall be governed by, and construed in accordance with, the laws of the State of California, United States, without regard to conflict of law principles.

Any legal action, suit, or proceeding arising out of or related to these Terms shall be instituted exclusively in the federal or state courts located in San Francisco County, California, and you consent to the jurisdiction of such courts.

We reserve the right to revise or replace these Terms at any time. If a revision is material, we will provide at least 30 days' notice prior to any new terms taking effect by posting an announcement in the administrator dashboard or sending an email notification to workspace owners.

By continuing to access or use our Services after those revisions become effective, you agree to be bound by the revised terms.