Terms of Service

You must be at least 18 years old (or the age of majority in your jurisdiction) and able to form a legally binding contract to use the Service. If you accept these Terms on behalf of a company or other organization, you represent that you have authority to bind that entity, and “you” refers to that entity throughout.

SupportFix.ai is a multi-tenant support-ticket management platform. Features may include ticket tracking, time logging, invoicing, organization management, and integrations with third-party services. Specific features available to you depend on your subscription plan.

We may add, modify, or remove features at any time. Where a change materially reduces the Service's functionality, we will provide reasonable advance notice via email or in-product notification.

You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. Notify us immediately at security@supportfix.ai of any unauthorized use.

You agree to provide accurate, current, and complete information during registration and to keep that information up to date.

Paid plans are billed in advance on a monthly or annual basis through our payment processor, Stripe, Inc. By subscribing, you authorize us (via Stripe) to charge your payment method automatically at the start of each billing period.

New paid subscriptions include a 14-day free trial during which no charge is made. Your payment method is captured at signup so the subscription begins automatically when the trial ends. You may cancel during the trial without charge.

Prices are listed on our pricing page and may be changed at any time, but price changes do not apply to existing subscriptions for the remainder of their current billing period. We will provide reasonable advance notice of any price increase that affects your renewal.

You may cancel your subscription at any time from the Customer Portal. Cancellation takes effect at the end of the current billing period; you retain access to paid features through that date.

Except where required by applicable law or expressly stated in these Terms, fees are non-refundable. We may, at our discretion, offer prorated refunds in cases of extended Service unavailability or other unusual circumstances.

You retain all rights, title, and interest in the data, files, attachments, ticket content, and other materials you or your end users submit to the Service (“Customer Content”).

You grant SupportFix a worldwide, non-exclusive, royalty-free license to host, store, transmit, display, and process Customer Content solely as necessary to provide and improve the Service. We do not sell Customer Content. We do not use Customer Content to train machine-learning models.

You are solely responsible for the legality, accuracy, and quality of Customer Content, including obtaining any consents required from your end users to submit their information to the Service.

You agree not to, and not to permit any third party to:

• Use the Service for any unlawful purpose or in violation of any applicable law or regulation;
• Upload or transmit malicious code, viruses, or any code intended to disrupt the Service or any third-party system;
• Attempt to gain unauthorized access to other customers' accounts, data, or supporting systems;
• Probe, scan, or test the vulnerability of the Service except as part of a coordinated security disclosure;
• Reverse-engineer, decompile, or otherwise attempt to derive source code from the Service;
• Resell, sublicense, or rent access to the Service without our express written consent;
• Use the Service to send unsolicited bulk email or other spam.

We may suspend or terminate accounts that violate this section, with or without notice depending on the severity.

The Service, including all software, design, documentation, trademarks, and the SupportFix.ai brand, is and will remain the exclusive property of SupportFix and its licensors. These Terms do not grant you any rights to our trademarks or service marks except as necessary to identify the Service.

Our collection and use of personal information in connection with the Service is described in our Privacy Policy. By using the Service, you consent to the practices described there.

We work hard to keep the Service running reliably, but we do not guarantee uninterrupted availability. The Service is provided on a commercially reasonable best-effort basis. Scheduled maintenance, third-party provider outages, and security incidents may result in temporary unavailability.

You may stop using the Service at any time. We may suspend or terminate your access if you breach these Terms, fail to pay amounts owed, or use the Service in a way that creates legal or operational risk for us or other customers.

On termination, paid features cease at the end of the current billing period. We will retain Customer Content for 90 days following termination to allow for export, after which we will delete or anonymize the data unless required by law to retain it longer.

THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE”, WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR FREE OF HARMFUL COMPONENTS.

TO THE MAXIMUM EXTENT PERMITTED BY LAW, SUPPORTFIX AND ITS OFFICERS, DIRECTORS, EMPLOYEES, AND SUPPLIERS WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR ANY LOSS OF PROFITS OR REVENUE, ARISING OUT OF OR IN CONNECTION WITH THESE TERMS OR THE SERVICE, EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

IN ALL CASES, OUR AGGREGATE LIABILITY ARISING OUT OF OR RELATING TO THESE TERMS OR THE SERVICE WILL NOT EXCEED THE AMOUNTS PAID BY YOU TO SUPPORTFIX FOR THE SERVICE DURING THE TWELVE (12) MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM.

You agree to defend, indemnify, and hold harmless SupportFix and its affiliates, officers, employees, and agents from any claims, liabilities, damages, losses, or expenses (including reasonable attorneys' fees) arising from or related to (a) your use of the Service in violation of these Terms, (b) Customer Content, or (c) your violation of any law or third-party right.

These Terms are governed by the laws of the State of Arizona, USA, without regard to its conflict-of-laws rules. Any dispute arising out of or relating to these Terms or the Service will be resolved through binding arbitration administered by JAMS pursuant to its Streamlined Arbitration Rules, in the English language. The seat of arbitration will be Phoenix, Arizona. Each party waives any right to a jury trial or to participate in a class action.

Notwithstanding the foregoing, either party may seek injunctive relief in the state or federal courts located in Maricopa County, Arizona to prevent unauthorized use of the Service, infringement of intellectual property rights, or breach of confidentiality.

We may revise these Terms from time to time. If we make material changes, we will notify you via email or in-product notification at least 30 days before the change takes effect. Continued use of the Service after the effective date constitutes acceptance of the revised Terms.

These Terms, together with the Privacy Policy and any order forms, constitute the entire agreement between you and SupportFix regarding the Service. If any provision is held unenforceable, the remaining provisions will continue in full force and effect. Our failure to enforce any right or provision is not a waiver of that right or provision.

Questions about these Terms? Email us at legal@supportfix.ai.