Terms of Service
Plain terms for running your IT desk on our service: what you get, what we expect and what happens if either of us wants to stop.
01Agreement
These terms apply when you sign up for a trial or a paid plan, or use the service desk as an administrator, engineer or employee of a customer. By creating a workspace you confirm that you can accept these terms on behalf of your organisation.
02The service
The service includes the Ticket Desk, AI Ticket Resolver, Self-Service Portal, Asset Vault, Licence Check, SLA Watch and IT Reports, as available on your plan. We may improve or change features over time, and we will not remove a core module from a paid plan during a paid term.
03Free trial
The free trial lasts 30 days and covers up to 100 users with every module switched on. No payment card is needed. At the end of the trial you can choose a plan; otherwise the workspace is paused and kept for 30 days for export.
04Accounts and access
- Login details are sent to the work email used at signup. Keep them secure and do not share accounts.
- Administrators decide who can access the workspace and with what role.
- You are responsible for actions taken by users in your workspace.
- Tell us promptly through the Support Line if you suspect unauthorised access.
05Plans and billing
Plans are priced per supported user, per month, as shown on the Plans page. Engineer seats are included. Yearly plans are billed in advance. Monthly plans are billed each month and can be cancelled before the next billing date. Taxes are added where applicable.
06AI suggestions and approvals
The AI Ticket Resolver offers guided fixes and suggestions. It does not reset accounts, install software or change permissions without an engineer’s approval or the user’s own verified action. Your team remains responsible for reviewing and approving changes made to your systems.
07Acceptable use
You agree not to use the service to:
- Monitor employees’ personal activity or personal devices.
- Send spam or unlawful content through connected channels.
- Attempt to access other customers’ data or probe the service for weaknesses without written permission.
- Resell the service, except under an MSP arrangement on the sudo plan.
08Your data
You own the data in your workspace. We use it only to provide the service as described in the Privacy Policy. You can export tickets, assets, licences and articles at any time.
09Availability and support
We aim for the service to be available at all times apart from planned maintenance, which we announce in advance. Support is provided through the Support Line within the response times listed for your plan.
10Liability
The service is provided with reasonable skill and care. To the extent the law allows, our total liability for any claim is limited to the fees you paid in the 12 months before the claim, and we are not liable for indirect or consequential loss.
11Ending the agreement
You can cancel at any time from the workspace settings or through the Support Line. We may suspend a workspace that breaks these terms or has unpaid invoices after giving notice. On termination, data is handled as set out in the Privacy Policy.
12Governing law
These terms are governed by the laws of India, and courts in Madhya Pradesh have jurisdiction over disputes.
Questions about this policy can be sent through the Support Line.