Help Desk Hero Terms and Conditions
Last Updated: 11-03-2024
1. Introduction
Welcome to Help Desk Hero (“the Software”), an AI-powered customer support analytics platform. These Terms and Conditions (“Terms”) constitute a legally binding agreement between you (“User,” “you,” or “your”) and Help Desk Hero (“we,” “us,” or “our”).
2. Acceptance of Terms
By accessing or using Help Desk Hero, you agree to be bound by these Terms. If you disagree with any part of these Terms, you may not access the Software.
3. Service Description
Help Desk Hero is a software service that:
- Analyzes customer support conversations and communications
- Generates insights and analytics from customer interactions
- Provides AI-powered recommendations and automated content generation
- Offers performance metrics and analysis for support agents
4. Data Privacy and Security
4.1 Data Collection
We collect and process:
- Customer support conversations
- Email communications
- Help desk articles
- Website content
- Social media content
- User-generated content
4.2 Data Usage
Your data is used to:
- Generate analytics and insights
- Create automated content
- Improve our services
- Provide performance metrics
4.3 Data Protection
We implement industry-standard security measures to protect your data, including:
- End-to-end encryption
- Secure data storage
- Regular security audits
- Access controls
5. User Obligations
You agree to:
- Provide accurate information
- Maintain the confidentiality of your account credentials
- Use the Software in compliance with applicable laws
- Obtain necessary consents from your customers for data processing
- Not misuse or attempt to exploit the Software
6. Intellectual Property
6.1 Ownership
- The Software and its original content remain our exclusive property
- Generated insights and analytics are your property
- AI-generated content is licensed for your use
6.2 Restrictions
You may not:
- Copy or modify the Software
- Attempt to extract the source code
- Create derivative works
- Use the Software for unauthorized purposes
7. Payment Terms
7.1 Subscription
- Payment is required for continued access to the Software
- Fees are based on selected plan and usage
- Payments are non-refundable unless otherwise specified
7.2 Changes
We reserve the right to modify pricing with:
- 30 days notice for existing subscribers
- Immediate effect for new subscribers
8. Usage Limitations
8.1 API Limits
- Maximum of 5 conversation syncs per month
- Maximum of 5 AI analyses per month
- Fair usage policies apply to all features
8.2 Content Generation
- Social media content generation limited to 8 posts monthly
- FAQ generation based on available data
- Reasonable use limitations apply
9. Warranty Disclaimer
The Software is provided “as is” without warranties of any kind, either express or implied.
10. Liability Limitations
Our liability is limited to the amount paid for the Software in the previous 12 months.
11. Termination
We may terminate or suspend access to the Software:
- For violations of these Terms
- For non-payment
- At our discretion with reasonable notice
12. Data Retention and Deletion
12.1 During Service
- Data is retained for the duration of service
- Regular backups are maintained
- Access to historical data is preserved
12.2 After Termination
- Data is retained for 30 days after termination
- You may request immediate deletion
- Backups are purged within 90 days
13. Compliance
13.1 Privacy Laws
The Software complies with:
- GDPR
- CCPA
- Other applicable privacy laws
13.2 Data Processing
- Data processing agreements available upon request
- Compliance documentation provided as needed
14. Support and Maintenance
14.1 Technical Support
- Standard support included
- Premium support available
- Response times based on severity
14.2 Maintenance
- Regular updates provided
- Scheduled maintenance notifications
- Emergency maintenance as required
15. Changes to Terms
We reserve the right to modify these Terms:
- With 30 days notice for material changes
- Immediate effect for non-material changes
- Continued use constitutes acceptance
16. Governing Law
These Terms are governed by Canadian law.
17. Contact Information
For questions about these Terms, contact:
helpdeskhero (@) designful.ca
By using Help Desk Hero, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.
