Terms of Service

By accessing or using the ServiceDesk platform ("Service"), you agree to be bound by these Terms of Service ("Terms"). If you are using the Service on behalf of an organization, you represent and warrant that you have the authority to bind that organization to these Terms, and "you" refers to both you individually and the organization.

If you do not agree to these Terms, you must not access or use the Service. We reserve the right to update these Terms at any time by posting revised Terms on this page. Changes become effective immediately upon posting. Your continued use of the Service after any changes constitutes your binding acceptance of the modified Terms. It is your responsibility to review these Terms periodically.

ServiceDesk is an AI-powered, multi-tenant service desk and ticketing platform. The Service includes:

Core Platform: Ticket management, ITIL-aligned modules (Incidents, Service Requests, Problems, Change Management), knowledge base, SLA tracking, workflow automation, analytics, and reporting.

AI Features: Automated ticket categorization, priority suggestion, summary generation, voice-to-ticket conversion, and response suggestions powered by artificial intelligence.

Collaboration Tools: Real-time updates, internal notes, @mentions, activity feed, announcements, and team management.

Integrations: Email, Slack, Microsoft Teams, webhooks, REST API, and Azure AD SSO.

Multi-Tenant Architecture: Isolated organization workspaces with custom branding, roles, and configuration.

Data Infrastructure: Built on PostgreSQL — the world's most advanced open-source relational database — ensuring enterprise-grade reliability, data integrity, and full SQL compliance. Your data is never locked into a proprietary format.

We may modify, enhance, suspend, or discontinue any aspect of the Service at any time in our sole discretion. We will use commercially reasonable efforts to provide advance notice for material changes that significantly reduce core functionality you are actively using.

Registration: To use the Service, you must create an account providing accurate and complete information. You may register using email/password, Google, GitHub, or Azure AD authentication.

Account Security: You are solely responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You must immediately notify us of any unauthorized use of your account. We are not liable for any loss or damage arising from your failure to protect your credentials. We strongly recommend enabling multi-factor authentication (MFA).

Organization Accounts: Organization administrators are responsible for managing team members, roles, permissions, and organization settings. The organization administrator who creates the account accepts these Terms on behalf of the organization and all its users.

Account Types: The Service supports multiple user roles including end users, agents, organization administrators, and super administrators, each with different permission levels as described in the documentation.

Accuracy: You agree to provide and maintain accurate, current, and complete information for your account. We reserve the right to suspend or terminate accounts with materially inaccurate information without prior notice.

Free Trial: All plans include a 14-day free trial with full access to plan features. No credit card is required to start a trial. At the end of the trial period, you must subscribe to a paid plan to continue using the Service. Trial accounts that are not converted may be deleted along with all associated data after 30 days.

Paid Plans: Subscriptions (Starter, Pro, Elite, and Enterprise) provide access to features as described on our Pricing page at the time of purchase. Prices are quoted in USD unless otherwise specified. Feature availability is subject to your current plan tier.

Billing: Paid subscriptions are billed annually in advance. Payment is processed securely through Stripe. You authorize us to charge your payment method on each billing cycle. If payment fails, we will attempt to collect payment for up to 14 days. If payment remains unsuccessful, we may suspend or downgrade your account.

Upgrades and Downgrades: You may upgrade your plan at any time. Upgrades take effect immediately with prorated billing. Downgrades take effect at the end of the current billing period. Downgrading may result in loss of access to features and data associated with your current plan.

No Refunds: All subscription fees are non-refundable except where required by applicable law. You may cancel your subscription at any time, but cancellation takes effect at the end of the current billing period. No partial-period refunds are issued.

Price Changes: We may change pricing with 30 days' advance notice. Price changes apply to new billing cycles after the notice period. If you do not agree to a price change, you may cancel before the new pricing takes effect.

Taxes: Prices do not include applicable sales taxes, VAT, GST, or other governmental charges. You are responsible for all such taxes associated with your subscription.

Ownership: You retain ownership of the content and data you submit to the Service ("User Content"), including tickets, comments, attachments, knowledge base articles, and configuration data.

License Grant: By submitting User Content, you grant us a worldwide, non-exclusive, royalty-free, sublicensable, and transferable license to store, process, display, transmit, modify, and create derivative works of your content as necessary for the purpose of providing, operating, improving, and promoting the Service. This license continues for the duration of your use of the Service and for a reasonable period after termination to enable wind-down operations and backup retention.

Data Isolation: In our multi-tenant architecture, each organization's data is logically isolated. No organization can access another organization's data through normal operation of the Service.

Data Portability: You can export your data at any time using our Data Export feature. We provide data in standard formats (CSV, JSON) to facilitate migration. Data export is available as a self-service feature on eligible plans.

Data Integrity: Your data is stored on PostgreSQL with transactional guarantees (ACID compliance), automated daily backups, and point-in-time recovery. However, we strongly recommend that you maintain your own backup copies of critical data using the export feature.

AI Processing: When AI features are enabled, your ticket content may be processed by third-party AI providers (including OpenAI) to provide categorization, summarization, and suggestion features. This processing is done in real-time. We do not use your data to train third-party AI models. You consent to this processing by enabling AI features.

Responsibility for Content: You are solely responsible for the accuracy, legality, and appropriateness of all User Content. We do not endorse or verify any User Content and assume no liability for it.

You agree not to use the Service to:

Our Property: The Service, including all software, source code, algorithms, machine learning models, user interfaces, designs, documentation, trademarks, logos, APIs, and all content provided by us, is our exclusive property or the property of our licensors and is protected by intellectual property laws worldwide. All rights not expressly granted herein are reserved.

Limited License: Subject to these Terms, we grant you a limited, non-exclusive, non-transferable, non-sublicensable, revocable license to access and use the Service solely for your internal business purposes during the term of your subscription. This license does not include the right to modify, copy, distribute, or create derivative works of the Service.

Feedback: If you provide feedback, suggestions, feature requests, ideas, or improvements about the Service ("Feedback"), you irrevocably assign to us all right, title, and interest in such Feedback. We may use, implement, and commercialize any Feedback without any obligation, attribution, or compensation to you.

Open Source: The Service may include open-source software components subject to their respective licenses. Such licenses may grant you additional rights; a list of open-source components and their licenses is available upon request.

Trademarks: "ServiceDesk" and our logos are our trademarks. You may not use our trademarks without prior written permission, except as necessary to accurately refer to the Service in a factual manner.

Restrictions: You agree not to: (a) copy, modify, or distribute any part of the Service; (b) license, sell, or lease the Service to third parties; (c) use the Service to build a competing product or service; or (d) remove any proprietary notices or labels on the Service.

Your use of the Service is also governed by our Privacy Policy, which describes how we collect, use, and protect your personal information. By using the Service, you acknowledge that you have read and understood our Privacy Policy, and you consent to the collection and processing of your data as described therein.

Data Processing: We process your data on servers hosted by reputable cloud infrastructure providers. Data is encrypted in transit (TLS 1.3) and at rest (AES-256). We implement role-based access controls, audit logging, and regular security assessments.

Sub-Processors: We use third-party service providers ("Sub-Processors") to operate the Service, including cloud hosting, payment processing, email delivery, and AI processing. A current list of Sub-Processors is available in our Privacy Policy.

Data Processing Agreement: For organizations subject to GDPR or other data protection regulations, we offer a Data Processing Agreement (DPA) that governs our processing of personal data on your behalf. Enterprise customers can request a signed DPA through their account manager. Standard customers acknowledge that these Terms and our Privacy Policy constitute the data processing framework.

Compliance: The Service is designed with privacy by default and supports compliance with GDPR, CCPA, and other applicable privacy regulations. However, it is your responsibility to ensure that your use of the Service complies with applicable laws and regulations, including obtaining any required consents from your users.

Availability: We target 99.9% uptime for the Service but do not guarantee uninterrupted access. Scheduled maintenance windows will be announced in advance when possible. Current service status is available on our Status page. Downtime caused by factors outside our reasonable control (including third-party services, internet outages, or force majeure events) is excluded from any availability calculations.

Support: Support is provided based on your subscription plan: - Starter: Documentation and email support (48-hour response) - Pro: Priority email support (24-hour response on business days) - Elite: Priority email and phone support (8-hour response) - Enterprise: Dedicated account management with custom SLA guarantees

No Warranty on Support: While we strive to resolve support requests promptly, we do not guarantee resolution times or outcomes for any support tier except as explicitly stated in a signed Enterprise SLA addendum.

Updates: We regularly update the Service with new features, improvements, and security patches. We aim to maintain backward compatibility but reserve the right to deprecate or remove features with reasonable notice. API versioning and deprecation policies are documented separately.

Disclaimer of Warranties: THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, ACCURACY, AND QUIET ENJOYMENT. WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, SECURE, OR FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS.

Exclusion of Damages: TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL WE, OUR AFFILIATES, OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, OR LICENSORS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, REVENUE, DATA, BUSINESS OPPORTUNITIES, GOODWILL, OR ANTICIPATED SAVINGS, HOWEVER CAUSED AND REGARDLESS OF THEORY OF LIABILITY (CONTRACT, TORT, NEGLIGENCE, STRICT LIABILITY, OR OTHERWISE), EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

Liability Cap: OUR TOTAL AGGREGATE LIABILITY FOR ALL CLAIMS ARISING OUT OF OR RELATING TO THESE TERMS OR THE SERVICE, WHETHER IN CONTRACT, TORT, OR OTHERWISE, SHALL NOT EXCEED THE LESSER OF: (A) THE TOTAL AMOUNTS ACTUALLY PAID BY YOU TO US IN THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM, OR (B) ONE HUNDRED U.S. DOLLARS ($100 USD).

AI Disclaimer: AI-generated suggestions, categorizations, summaries, and predictions are provided for informational purposes only and may be inaccurate. You are solely responsible for reviewing and verifying all AI-generated output before relying on it. We disclaim all liability for decisions made based on AI-generated content.

Basis of the Bargain: You acknowledge that the pricing of the Service reflects the allocation of risk set forth in this Section 10 and that we would not enter into these Terms without these limitations.

Your Indemnification Obligations: You agree to indemnify, defend, and hold harmless ServiceDesk, its parent companies, subsidiaries, affiliates, officers, directors, employees, agents, and licensors (collectively, "Indemnified Parties") from and against any and all third-party claims, demands, actions, liabilities, damages, losses, costs, and expenses (including reasonable attorney's fees and legal costs) arising from or relating to:

(a) Your access to or use of the Service (b) Your violation of these Terms or any applicable law (c) Your User Content or any data you submit to the Service (d) Your infringement or misappropriation of any third-party intellectual property or other rights (e) Any unauthorized use of the Service through your account (f) Your negligence or willful misconduct

Procedure: We will promptly notify you of any claim and provide reasonable cooperation at your expense. You may not settle any claim without our prior written consent if the settlement imposes obligations on us or admits liability on our behalf. We reserve the right to assume the exclusive defense and control of any matter subject to indemnification, at your expense.

No Reciprocal Indemnification: Except as required by applicable law, we have no obligation to indemnify you against any claims, and this Section 11 reflects a one-way indemnification obligation.

By You: You may terminate your account at any time through your account settings or by contacting support. Upon voluntary termination, your subscription continues until the end of the current paid period, after which your access will cease.

By Us: We may suspend or terminate your account immediately and without prior notice if: (a) you breach these Terms; (b) your payment fails after reasonable notice; (c) we reasonably believe your account is being used for fraudulent or illegal activity; (d) required by law or regulation; or (e) we discontinue the Service. For non-material breaches, we will use reasonable efforts to provide notice and an opportunity to cure before termination.

Effect of Termination: - Your access to the Service will be revoked immediately upon termination - We will retain your data for 30 days after termination to allow data export via our standard tools - After the 30-day retention period, your data will be permanently and irreversibly deleted from our active systems; residual copies may persist in encrypted backups for up to 90 days - All accrued payment obligations survive termination - No refunds are issued for unused portions of prepaid subscription periods - Sections that by their nature should survive termination will continue to apply, including Sections 5 (License Grant), 7 (Intellectual Property), 10 (Limitation of Liability), 11 (Indemnification), 13 (Dispute Resolution), and 14 (General Provisions)

Organization Data: Organization administrators are responsible for exporting data before terminating the organization account. We are not liable for any data loss after the retention period expires.

Informal Resolution: Before initiating any formal legal proceedings, you agree to first contact us at legal@servicedesk.example.com and attempt to resolve any dispute informally within 60 days.

Binding Arbitration: If informal resolution is unsuccessful, any dispute, claim, or controversy arising out of or relating to these Terms or the Service shall be resolved exclusively by final and binding arbitration administered by a nationally recognized arbitration body in accordance with its commercial arbitration rules then in effect. The arbitration shall be conducted in English by a single arbitrator. The arbitrator's decision shall be final and binding, and judgment on the award may be entered in any court of competent jurisdiction.

Class Action Waiver: TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, YOU AND SERVICEDESK AGREE THAT EACH PARTY MAY BRING CLAIMS AGAINST THE OTHER ONLY IN AN INDIVIDUAL CAPACITY AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY CLASS, CONSOLIDATED, OR REPRESENTATIVE ACTION. THE ARBITRATOR MAY NOT CONSOLIDATE MORE THAN ONE PERSON'S CLAIMS.

Jury Trial Waiver: TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, YOU AND SERVICEDESK EACH WAIVE THE RIGHT TO A TRIAL BY JURY IN ANY ACTION ARISING OUT OF OR RELATING TO THESE TERMS.

Exceptions: Either party may seek injunctive or other equitable relief in a court of competent jurisdiction for claims relating to intellectual property infringement, unauthorized access to the Service, or enforcement of the arbitration agreement.

Governing Law: These Terms are governed by and construed in accordance with the laws of the State of Delaware, United States, without regard to its conflict of law provisions. Any litigation not subject to arbitration shall be brought exclusively in the state or federal courts located in Delaware.

Time Limitation: Any claim arising out of or relating to these Terms or the Service must be filed within one (1) year after the cause of action accrues, or it is permanently barred.

Entire Agreement: These Terms, together with the Privacy Policy and any applicable DPA, order form, or enterprise agreement, constitute the entire agreement between you and ServiceDesk and supersede all prior and contemporaneous agreements, understandings, and communications.

Severability: If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such provision shall be modified to the minimum extent necessary to make it enforceable, and the remaining provisions will continue in full force and effect.

Waiver: Our failure to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision. Any waiver must be in writing and signed by us to be effective.

Assignment: You may not assign, transfer, or delegate your rights or obligations under these Terms without our prior written consent. We may freely assign our rights and obligations under these Terms without restriction or notice, including in connection with a merger, acquisition, corporate reorganization, or sale of assets.

Force Majeure: We shall not be liable for any delay, failure in performance, or interruption of the Service caused by events beyond our reasonable control, including but not limited to natural disasters, pandemics, war, terrorism, internet outages, power failures, third-party service provider failures, government actions, or labor disputes.

Independent Contractors: The relationship between you and ServiceDesk is that of independent contractors. Nothing in these Terms creates a partnership, joint venture, agency, or employment relationship.

Notices: We may provide notices via email to your registered address or through in-app notifications, and such notices are effective upon sending. You may send notices to us at legal@servicedesk.example.com. Notices to us are effective upon confirmed receipt.

Export Compliance: You represent that you are not located in a country subject to a U.S. government embargo or designated as a "terrorist supporting" country, and you are not listed on any U.S. government list of prohibited or restricted parties.

Government Use: If you are a U.S. government entity, the Service is provided as "Commercial Computer Software" and "Commercial Computer Software Documentation" as defined in 48 C.F.R. §12.212 and 48 C.F.R. §227.7202.

For questions about these Terms of Service, please contact us:

Email: legal@servicedesk.example.com Contact Form: [Contact Page](/contact) Support: support@servicedesk.example.com

For urgent legal matters, please include "URGENT — LEGAL" in your subject line.