Last Revision: April 29, 2019
Please read these Support Hero terms of service (“Terms of Service”) carefully. Support Hero (“Support Hero” or “us” or “we” or “our”) offers a software application (the “Service”) that companies (individually and collectively “Customer(s)”) can use to manage their knowledge base and support resources. The service also provides an online entry form through which their users (“Users”) can submit support requests. By using the Service, you agree to be bound by these Terms of Service. If you do not accept these Terms of Service you shall not (and shall not have the right to) use the Service.
We reserve the right, at any time, to update and change any or all of these Terms of Service, in our sole discretion. If we do so, we will post the modified Terms of Service on supporthero.io (the “Site”), though we will notify you of any changes that, in our sole discretion, materially impact these Terms of Service. Continued use of the Service after any such changes have been made shall constitute your consent to such changes. If a change has a material adverse impact on you, and you have contracted and prepaid for a certain term, you may notify us within 30 days after being informed of that change that you do not agree with the change. If you do so, we will delay applying the change to you until your prepaid term ends, or, at our sole discretion, allow you to cancel your account, and we will refund any prepaid amount pro rata to you. If you use the Service after your prepaid term ends, all changes will apply to you. You are responsible for regularly reviewing the most current version of these Terms of Service, which are currently available at: http://supporthero.io/terms-of-service. When we change these Terms of Service, we will modify the “Last Revision” date above.
Wherever used in these Terms of Service, “you”, “your”, “Customer”, or similar terms means the person or legal entity accessing or using the Service. If you are accessing and using the Service on behalf of a company (such as your employer) or other legal entity, you represent and warrant that you have the authority to bind that company or other legal entity to these Terms of Service.
“Account” shall mean an account with Support Hero to use the Service;
“Agreement” shall mean these Terms of Service, including any annexes thereto which form an integral part thereof and which in their totality, govern your relationship with Support Hero;
“Applicable Law” shall mean the Laws of the United-States of America;
“Authorized User” means individuals who are directly accessing the Service via an online sign-up process, or individual users authorized and/or invited by you to use the Service and who you have supplied access to. Authorized Users may include your employees, consultants, contractors, agents, or your other designees;
“Confidential Information” shall mean all information provided by you or us (the “Disclosing Party”), to the other party (the “Receiving Party”), whether orally or in writing, which information is designated as being confidential. Provided that for all intents and purposes, Confidential Information shall not be construed to include any information that is (a) publicly known at the time of disclosure or subsequently becomes publicly known through no fault of the Receiving Party; (b) discovered or created by the Receiving Party before disclosure by the Disclosing Party; (c) learned by the Receiving Party through legitimate means other than from the Disclosing Party or Disclosing Party’s representatives; or (d) is disclosed by the Receiving Party with the Disclosing Party’s prior written approval;
“Customer Content” means all information and data (including text, images, photos, videos, audio, and documents) or any other content in any media and format provided or made available to Support Hero by or on your behalf in relation to the use of the Service;
“Data” shall mean content, data, information, and Confidential Information relating to your business, some of which may not be publicly available, including but not limited to technical and commercial information concerning Your, or any of your parent company’s or subsidiaries” business, systems, processes, software and services, as the case may be;
“Fair Use Policy” means the limits placed on usage as described in this Agreement;
“Intellectual Property Rights” shall mean the copyright, including the moral and related rights, rights to use, musical works, literary works, designs, databases or any other copyright protected works, trade names, protected business identifiers, patents, utility models and trademarks, and all other industrial and intellectual property rights, in each case whether registered or unregistered, which currently subsist, or will subsist, now or in the future, in any part of the world;
“Seat” means the right you’ve assigned to another Authorized User to access the Service on your behalf.
“Plan” shall mean one of the different subscription packages through which you can use the Service as further described on the Site;
“Service” means services provided to you by Support Hero based on the plan you have purchased;
“Site” shall mean the website supporthero.io, in addition to any sub-pages that are integrated within this website;
“Subscription Term” shall mean the period of time for which subscription to the Service shall be made available by Support Hero to You, subject to your adherence to the obligations undertaken by virtue of this Agreement;
“Taxes” means all taxes, assessments, charges, fees, and levies that may be levied or based upon the sale or license of goods and/or services, as the case may be, including all sales, use, goods and services, value added, and excise taxes, custom duties, and assessments together with any instalments with respect thereto, and any interest, fines, and penalties with respect thereto, imposed by any governmental authority (including federal, state, provincial, municipal, and foreign governmental authorities);
“Third Party/ies” shall mean any persons, whether legal or natural, which are neither you nor Support Hero;
“Trial Period” shall mean free access provided to you by Support Hero for a limited and established period of time, to the Service, which shall be granted at the sole discretion of Support Hero, which access may be revoked by Support Hero at any time without need of any prior notice.
To use and benefit from the Service, you must create an Account by completing a registration form, by providing us with all required information and activating the “I accept the Terms of Service” check-box and clicking on the “Sign Up” button. You agree to provide us with complete and accurate information upon registration and to keep such information accurate and up-to-date during your course of use of the Service. You are advised to keep your login credentials strictly confidential and to refrain from disclosing these to anyone. We shall not be held responsible for unauthorized access to your account arising from your failure to keep your login credentials safe and secure.
If you are using the Site or Service for and on behalf of a legal entity you are required to fill-in the name of such legal entity in the signup form when signing up for the Service. This information can be updated at any time. If you are using the Site or Service for and on behalf of a legal entity, you shall be, and shall be presumed to be empowered by and/or properly authorised for and on behalf of that legal entity and you and the legal entity shall be jointly and severally subject to this Agreement. If you no longer remain a duly authorised representative of the legal entity, you shall be responsible to immediately inform Support Hero, in which case the legal entity shall remain subject to the Agreement, and the legal entity shall contemporaneously proceed to inform Support Hero of the new authorised representative. Until a new authorised representative has been notified to Support Hero, you shall remain responsible as aforesaid. Support Hero shall not be held liable should a person without the necessary power / non properly authorised person enter into this Agreement for and on behalf of a legal entity.
We reserve the right for us, our contractors or our employees, to access your Account and the information that you have provided but only for support, maintenance and servicing purposes or for any security-related, technical or billing reasons. Also, by sending us a support request, you grant us your prior consent to access your Account with the sole purpose to answer your request and/or solve the issue you’re facing.
It is your responsibility to protect your personal data and maintain the confidentiality of your user information and passwords. You are also responsible for promptly notifying Support Hero of any unauthorized use of your account, or breach of your account information or password. To the extent that such loss has not been caused due to gross negligence, willful misconduct, fraud or bad faith by Support Hero, Support Hero will not be liable for any loss that you may incur as a result of someone else using your username or password, either with or without your knowledge. To the extent allowable by the Applicable Law, you shall be liable for any expenses, including usage charges and fines, fees, civil judgments, and reasonable attorney’s fees for your intentional or negligent failure to safeguard user and password information and/or promptly notifying Support Hero about any unauthorized use of your account or breach of your account information or password.
If you are:
your parent company or subsidiary(ies), as the case may be, shall be deemed to be a third-party beneficiary of this Agreement with the same rights and obligations attributed to you and Support Hero under this Agreement and shall take on all responsibilities and obligations as if such parent company or subsidiary, as the case may be, were you.
The extent of the Service(s) to which you may have access to may be dependent on the relevant Subscription Plan.
Updates and Functionalities. You acknowledge that from time to time Support Hero may apply updates to the Service and that such updates may result in changes in the appearance and/or functionality of the Service (including the addition, modification, or removal of functionality, features, or content). Support Hero shall provide, implement, configure, install, support, and maintain at its own cost any and all updates, upgrades, enhancements, improvements, releases, corrections, bug fixes, patches, and modifications to the Service (collectively, the “Updates”). You acknowledge that the Service interoperate with several Supported Platforms, and that the Service provided are highly dependent on the availability of such Supported Platforms. If at any time any Supported Platforms cease to make some or all of their features available to Support Hero (each an “API Change”), Support Hero may cease to provide such features to you without entitling you to refund, credit, or other compensation.
We offer several different Subscription Plans for the Service. The applicable Subscription Term Plan depends on your choice. Your Subscription Plan is selected during your Account registration and you can choose to change your plan at any time. Information about our standard plans can be found on our Pricing page (http://supporthero.io/pricing). All fees quoted on our Site are exclusive of VAT or any other taxes that may be applicable in your jurisdiction. You may upgrade or downgrade your Subscription at any time during your Subscription Term, upon which we will apply the respective fees on a pro-rata basis.
Following your current Subscription Term, we reserve the right to amend the Subscription Plans and/or Subscription Term at any time or introduce new fees and/or subscription levels or charges. We will provide you with thirty (30) calendar days’ written notice in advance during which you will have the right to unsubscribe from, or change your current Subscription Plan, should you not agree with these amendments.
Trial Period. The duration of the trial period is specified during the Account creation process. At the end of the trial period, you will be prompted to enter your payment details if you have not already done so. If You’ve already updated your payment details, your credit card will be automatically charged on the displayed billing date on the billing section associated to your Account on in the Service.
Renewal Term. Unless Support Hero is notified at least three business (3) days before the end of your current Subscription Term (or any subsequent Renewal Term) that you do not intend to renew your subscription, you will be enrolled into an automatic renewing cycle for the same term at the conclusion of the Subscription Term (the “Renewal Term”). This applies to all Subscription Plans involving payment, and works the same for both monthly and annual renewals. Any written notice of your intention not to renew shall be provided to the following email address: firstname.lastname@example.org or by using the ability to cancel your subscription if you’re paying by credit card and subscribed via our self service subscription feature. If you cancel via email, the email must come from the registered Support Hero account owner.
We do provide a refund in certain limited situations and for a limited period of time.
You may terminate this Agreement at any time by requesting your account to be deactivated and deleted while logged into the Service. In the event this Agreement is terminated by you, you agree, without limiting any of our other rights or remedies, to pay all remaining fees payable through the remainder of your Subscription Term.
In the event this Agreement is terminated for cause by you due to our uncured material breach, you shall be entitled to a pro rata refund of all fees previously advanced to us from the date of the termination through the end of the Subscription Term.
Support Hero may also terminate your right to use the Service with or without cause at any time. Support Hero shall notify you via email to your registered email account if we terminate your Account. Your obligation to pay accrued charges and fees accrued up to the date of termination, shall survive any termination of this Agreement. In the event of any termination of this Agreement, the limitations on your use of the Service as set forth in Clause 7 and our warranties as set forth in Clause 10 shall survive such termination.
Upon expiration of the Subscription Term, or termination, your Subscription Plan shall immediately terminate.
Subject to this Agreement, Support Hero grants you a limited, revocable, non-exclusive, non-transferable and non-assignable licence to use the Service as a software as a service (SaaS) solution for enterprise, and commercial use subject to the other terms of this Agreement. You hereby agree not to resell any part of the Service. You shall not transfer, lease, sub-license, modify, reverse engineer, decompile or disassemble the Site and/or any part of the Service. You shall not copy, adapt, alter, modify, translate, or create derivative works of the Service without prior written authorization of Support Hero. You represent and warrant that you shall not use the Service for illegal purposes or for the transmission of information that may be classified as unlawful, libellous, abusive, obscene or that infringes any rights, including Intellectual Property Rights of others. You shall not permit Third Parties to use the Service, with the exception of clauses 2.5 and 2.6 above, including but not limited to shared use via a network connection, except under the terms of this Agreement. In order to protect the Intellectual Property Rights to the Service, you shall not circumvent or disable any technological features or measures in the Service. You shall not use the Service, including in conjunction with, any device, program, or service designed to circumvent any deployed technological measures, in an attempt to control access to, or the rights in, a content file or other work protected by intellectual property laws. Any such forbidden use shall constitute a material breach of this Agreement and shall promptus, at our own discretion, to immediately terminate your right to access the Service. Any breach of this Clause shall make you liable for damages suffered by Support Hero.
Except as otherwise stated herein, all rights, titles and interest in the Site and/or the Service and any content contained therein is the exclusive property of Support Hero, except as otherwise stated herein. Unless otherwise specified, the Service are for your limited use only and if you copy or download any information from this Site and/or Service, you agree that you shall not remove or obscure any copyright or other notices or legends contained in any such information.
You may not modify, copy, distribute, transmit, display, perform, reproduce, publish, license, frame, create derivative works from, transfer, or otherwise use in any other way for commercial or public purposes, in whole or in part, any information, software, products or service obtained from the Site and/or the Service, except for the purposes expressly provided herein, without Support Hero’s prior written approval.
Except for those Intellectual Property Rights that are already owned, registered or vested in your name, or those Intellectual Property Rights that are created by or for you during the duration of this Agreement, all Support Hero trademarks, trade names, Service marks, logos and other Intellectual Property Rights in and to the Site and Service are proprietary to Support Hero. Your use of any marks on the Site and Service in any manner other than as authorized in this Agreement, or as authorized in writing by Support Hero, shall be strictly prohibited.
In the course of performing the Service, Support Hero will have access to some of your Data. All rights, title and interest in the Data is your exclusive property, except as otherwise provided for herein throughout this Agreement.
Support Hero shall not modify, copy, distribute, transmit, display, perform, reproduce, publish, license, frame, create derivative works from, transfer, or otherwise use in any other way for commercial or public purposes, in whole or in part, any of your Data belonging to You, except for the purposes of the provision of performing the Service expressly provided for herein, without any further prior need of approval or consent from You.
You acknowledge and agree that Support Hero may disclose any Data if required to do so by law or in the good faith belief that such preservation or disclosure is reasonably necessary to: (a) comply with legal process; (b) enforce this Agreement; (c) respond to claims that any of your content and/or Data violates the rights of Third Parties; or (d) protect the rights, property, or personal safety of Support Hero, the Site, the Service, its users, and the public.
In the event that you provide Support Hero with any feedback, suggestions, comments or improvements with respect to the Site and/or Service, you hereby grant Support Hero with a non-revocable, sub-licensable and royalty free right and licence to make use of, copy, disclose, licence, and distribute such feedback, suggestions, comments or improvements in any manner without any obligations, of whatever kind, towards You. Nothing in this Agreement shall be construed as a limitation on Support Hero to make use, develop and market any service incorporating the feedback, suggestions, comments or improvements that you have provided.
For the avoidance of doubt, all such rights to Support Hero to use your Data shall be granted solely for the duration of this Agreement.
The person in receipt of Confidential Information (the “Receiving Party”) shall hold and maintain the Confidential Information in strictest confidence for the sole and exclusive benefit of the other party (for the purposes of this section, the “Disclosing Party”).
The Receiving Party shall ensure restriction of access to Confidential Information to its employees, contractors and Third Parties as is commercially and reasonably required and shall require those persons to sign and abide by nondisclosure restrictions at least as protective as those contained within this Agreement.
The Receiving Party shall not, without the prior written approval from the Disclosing Party, use for Receiving Party’s own benefit, publish, copy, or otherwise disclose to others, or permit the use by others for their benefit or to the detriment of the Disclosing Party, any Confidential Information.
The Receiving Party shall return to the Disclosing Party any Confidential Information and all records, notes, and other written, printed, or tangible materials in its possession pertaining to Confidential Information immediately where the Disclosing Party so requests in writing.
Support Hero warrants and represents to you that:
In no event shall Support Hero, its owners, suppliers or any of their respective owners, directors, employees, contractors and/or agents be liable to you or any Third Party for any direct, indirect, special, exemplary, punitive or other consequential or incidental damages (including but not limited to any lost profits or revenue, interruption, loss of programs or other information, or any other pecuniary loss) arising directly or indirectly from (i) your use of or access to the Service, or any content, products or services distributed on or provided through the Site and/or Service, (ii) for any failure or interruption of the Site and/or Service; whether arising out of errors, omissions, loss of data, defects, viruses, interruptions or delays in operations or transmission or any other cause, whether based on warranty, contract, tort (including negligence) or any other legal theory, even if Support Hero or its suppliers have been expressly advised of the possibility of such damages.
In any event, and without prejudice to the above, Support Hero’s total maximum aggregate liability under this Agreement, including any annexes herewith, or in respect of the use or exploitation of any part or all of the Service, the content or user material in any manner whatsoever shall not exceed your monthly subscription fee (or the monthly equivalent of your annual fee).
Support Hero commits to securely storing your data during your Subscription Term and in accordance with your Subscription Plan’s timeframes. All data exceeding the stated timeframe will be routinely and permanently deleted from our systems.
You expressly acknowledge and accept that Support Hero does not provide any archiving or backup services, and may delete Data that is no longer in use and exceeds the timeframes stipulated in the applicable Subscription Plan. Support Hero expressly disclaims all obligations with respect to archiving, storage and backup of Data.
You use the Internet solely at your own risk and subject to all applicable local, state, national, and international laws and regulations. While Support Hero has endeavoured to create secure and reliable Site and Service, Support Hero is not responsible for the security of any information outside of its control. Support Hero shall have no liability for interruptions or omissions in Internet, network or hosting services. You assume the sole and complete risk of using the Site and the Service.
You hereby declare that you are aware that as a result of the global nature of the Internet and World Wide Web, the Site and/or Service are available online and may generally be accessible from anywhere in the world at any time. Access to the Site and/or Service may not be legal by certain persons or in certain jurisdictions. Access to and use of the Site and/or the Service are at your own risk and you shall be responsible for compliance with the laws of your jurisdiction and any jurisdiction in respect of which you use the Site and/or Service. You agree to comply with all local rules regarding online conduct and acceptable content in any generated content.
The Site and/or Service may include links to certain websites, materials, or content developed by Third Parties. Support Hero has not reviewed all of the sites linked to its Site and/or Service and shall not be responsible for the contents of any such linked material. The inclusion of any link does not imply endorsement by Support Hero of such material and Support Hero shall not be held liable in respect of any links contained therein. Use of any such linked material shall be at your own risk. Support Hero reserves the right, in its sole and absolute discretion, to discontinue links to any other material at any time and for any reason.
Unless you specifically withdraw your consent to this clause by sending an email at email@example.com, you hereby acknowledge and consent to Support Hero making use of any of your marks, logos and trade names to identify you as Support Hero’s customer on Support Hero’s Site and/or Service, in addition to any other marketing material.
Actual or attempted unauthorized use of any of the Site and/or Service may result in the institution by us of criminal and/or civil prosecution. For your protection, we reserve the right to view, monitor, and record activity on the Site and/or Service without notice or further permission from You, to the fullest extent permitted by the Applicable Law, and only in accordance with this Agreement. This right extends to our review of tracking activity and details pertaining to claimed violations by You. Any information obtained by monitoring, reviewing, or recording is subject to review by law enforcement organizations in connection with the investigation or prosecution of possible criminal activity on any of the Site and/or Service.
If any provision of this Agreement is found, by any court having competent jurisdiction, to be unenforceable, that provision shall be limited to the minimum extent necessary so that this Agreement shall otherwise remain in effect to the maximum extent possible.
Our Indemnification Obligations:we agree to indemnify, defend, and hold you harmless from and against any claims brought by Third Parties arising from or relating to our violation of a Third Party’s Intellectual Property Rights directly arising out of your use of the Service in accordance with the terms of this Agreement. Notwithstanding the foregoing,we shall have no indemnification obligation with respect to any claims (i) arising out of or related to your Data (ii) to your violation of any applicable laws; (iii) your violation, whether alleged or actual, of any Third Party rights, including but not limited to data protection and privacy rights.
Your Indemnification Obligations: you shall indemnify, hold harmless and defend Support Hero, including any of its subsidiaries, officers, owners, partners, directors, employees, contractors, agents, subsidiaries, shareholders, licensors, suppliers and other partners (“Support Hero Indemnified Parties”), to the maximum extent permitted, in full and in perpetuity, and at your own cost, from any third party liabilities, claims, costs, expenses, obligations, losses or damages, excluding indirect damages and consequential loss that may arise from (i) your unauthorized use of any material obtained through the Site and Service; (ii) your use and access to the Site and Service which is not in accordance with this Agreement; and (iv) your violation, whether alleged or actual, of any Third Party rights.
Indemnification Procedures: The parties’ respective indemnification obligations above are conditioned on: (a) the indemnified parties giving the indemnifying party prompt written notice of the claim, except that the failure to provide prompt notice will only limit the indemnification obligations to the extent the indemnifying party is prejudiced by the delay or failure; (b) the indemnifying party has full and complete control over the defense and settlement of the claim; (c) the relevant indemnified parties providing assistance in connection with the defense and settlement of the claim (as long as the settlement does not include any payment of any amounts by or any admissions of liability, whether civil or criminal, on the part of any of the indemnified parties), as the indemnifying party may reasonably request; and (d) the indemnified parties’ compliance with any settlement or court order made in connection with the claim. The indemnifying party will indemnify the indemnified parties against: (i) all damages, costs, and attorneys’ fees finally awarded against any of them with respect to any claim; (ii) all out-of-pocket costs (including reasonable attorneys’ fees) reasonably incurred by any of them in connection with the defense of the claim (other than attorneys’ fees and costs incurred without the indemnifying party’s consent after it has accepted defense of such claim); and (iii) all amounts that the indemnifying party agreed to pay to any third party in settlement of any claims arising under this Clause and settled by the indemnifying party or with its approval.
Infringement Remedy: If you are enjoined or otherwise prohibited from using any of the Service or a portion thereof based on a Third Party Intellectual Property infringement claim covered by our indemnification obligations under this Clause above, then we will, at our sole expense and option, either: (a) obtain for you the right to use the allegedly infringing portions of the Service; (b) modify the allegedly infringing portions of the Service so as to render them non-infringing without substantially diminishing or impairing their functionality; or (c) replace the allegedly infringing portions of the Service with non-infringing items of substantially similar functionality. If we determine that the foregoing remedies are not commercially reasonable, then we will promptly provide a prorated refund to you for any prepaid fees received by us under this Agreement that correspond to the unused portion of the Term. The remedy set out in this Clause is your sole and exclusive remedy for any actual or alleged infringement by us of any Third Party Intellectual Property Rights in the event that you are enjoined or otherwise prohibited from using any of the Service or a portion thereof based on a claim covered by our indemnification obligations under this Clause.
You shall be solely responsible with respect to defending any such claims, and for the payment of losses, costs, damages or expenses resulting from the foregoing to both a Third Party and to Support Hero in connection therewith. You shall not, without the prior express written approval of Support Hero, attempt to, or settle, dispose or enter into any proposed settlement or resolution of any claim (whether having been finally adjudicated or otherwise) brought against You, if such settlement or resolution results in any obligation or liability for Support Hero. Provided that this clause shall survive termination of this Agreement, howsoever occurred, and termination of your access and/or use of the Site or Service.
This Agreement will be governed by and construed in accordance with the laws of the State of New York (without reference to choice of law doctrine) and each party hereby submits to the jurisdiction of the state and federal courts having jurisdiction over the State of New York and the City of New York. Support Hero shall retain the right, at its option and for its exclusive benefit, to institute proceedings regarding or relating to your use of the Site and Service in the Courts of law of the country in which you reside.
You and Support Hero waive their rights (if applicable) to a trial by jury relating to all claims and causes of action (including counterclaims) related to or arising out of this Agreement. This waiver shall also apply to any subsequent amendments or modifications to this Agreement.
All claims between the parties, including parent companies and subsidiaries as mentioned in this agreement, related to this Agreement will be litigated individually and you will not consolidate or seek class treatment for any claim with respect to the Service.
Our failure to enforce, at any time, any of the provisions, conditions or requirements of the Agreement, or the failure to require, at any time, performance by you of any of the provisions of the Agreement, shall in no way waive your obligation to comply with any of the provisions of the Agreement or our ability to enforce each and every such provision as written.
Any and all waivers by either party hereto of any provision, condition or requirement of the Agreement will only be effective against the other Party if it is in writing and signed by an authorized officer of that Party, and any such written waiver will not constitute a waiver of any future obligation to comply with such provision, condition or requirement.
Subject to the obtaining of our prior consent in writing, you may assign or delegate any of the rights or obligations arising under the Agreement. Any purported assignment and delegation shall be ineffective if our prior written consent has not been obtained. We may freely assign or delegate all rights and obligations under the Agreement, fully or partially without notice to You.
Subject to the contrary set forth herein, nothing contained in these Terms of Service shall be interpreted or construed to create a partnership, agency, single employer, joint employer or any other type of employment relationship between the parties hereto, or to impose liability attributable to such relationship upon either party. Neither party will have any right, power or authority to enter into any agreement on behalf of, to incur any obligation or liability of, or to otherwise bind the other party.
Acceptable Use. You shall (i) be responsible for your and your Authorized Users’ compliance with these Terms of Service, including the Fair Use Policy; (ii) be solely responsible for the accuracy, quality, integrity, and legality of Customer Content and of the means by which you acquired or generated Customer Content; (iii) use commercially reasonable efforts to prevent unauthorized access to or use of the Service, including keeping you password and user name confidential and not permitting any third party to access or use your user name, password, or account for the Service; (iv) be solely responsible and liable for all activity conducted through your account in connection with the Service; (v) promptly notify Support Hero if you become aware of or reasonably suspects any security breach, including any loss, theft, or unauthorized disclosure or use of your (or any Authorized User’s) user name, password, or account; (vi) use the Service only in accordance with applicable laws and government regulations; (vii) comply in all respects with all the terms of service of the Supported Platforms, such as:
You must not (a) make the Service available to anyone other than to your Authorized Users; (b) allow more than one individual Authorized User to use a Seat; (c) sell, trade, or otherwise transfer your Seats to another party; (d) use the Service to store or transmit any content, including Customer Content, that may be infringing, defamatory, threatening, harmful, or otherwise tortious or unlawful, including any content that may violate intellectual property, privacy, rights of publicity, or other laws, or send spam or other unsolicited messages in violation of applicable law; (e) upload to, or transmit from, the Service any data, file, software, or link that contains or redirects to a virus, Trojan horse, worm, or other harmful component; (f) attempt to reverse engineer, de-compile, hack, disable, interfere with, disassemble, copy, or disrupt the integrity or the performance of the Service, any third-party use of the Service, or any third-party data contained therein (except to the extent such restrictions are prohibited by applicable law); (g) access the Service in order to build a competitive product or service or copy any ideas, features, functions, or graphics of the Service; (h) attempt to gain unauthorized access to the Service or its related systems or networks; or (i) authorize, permit, or encourage any third party to do any of the above.
Fair Use Policy. Support Hero may suspend your access to the Service for abusive practices that degrade the performance of the Service for you and/or other customers of Support Hero. Support Hero may also suspend your access to the Service if the activity of any of your Accounts is beyond acceptable limits and may degrade the performance of the Service for you and/or other customers of Support Hero. What is “beyond acceptable limits” is solely based on Support Hero’s sole discretion and will be based on the impact of the concerned activity on its technical infrastructure.
Rights and obligations under this Agreement which by their nature are intended to survive termination, including without limitation the indemnification and liability limitations provisions set forth in this Agreement, shall remain in full effect after termination or expiration of the Agreement.
By accepting the terms contained within this Agreement, including its annexes, you acknowledge represent and warrant that you shall comply with all applicable laws, including but not limited to data protection and privacy laws and that you shall indemnify Support Hero Indemnified Parties against any Third Party claims related to violation of such applicable laws in the use of the Service.
THE MATERIALS CONTAINED ON THE SUPPORT HERO SITE AND SERVICES ARE PROVIDED “AS IS”. OTHER THAN FOR THE EXPRESS WARRANTIES CONTAINED IN CLAUSE 10 OF THIS AGREEMENT, SUPPORT HERO HEREBY MAKES NO FURTHER WARRANTIES, WHETHER EXPRESSED OR IMPLIED, AND HEREBY DISCLAIMS AND NEGATES ALL OTHER WARRANTIES, INCLUDING WITHOUT LIMITATION, IMPLIED WARRANTIES OR CONDITIONS OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR OTHER VIOLATION OF RIGHTS INFRINGEMENT. FURTHER, SUPPORT HERO DOES NOT WARRANT OR MAKE ANY REPRESENTATIONS CONCERNING THE ACCURACY, LIKELY RESULTS, OR RELIABILITY OF THE USE OF THE MATERIALS ON ITS SITE OR SERVICES, OR OTHERWISE RELATING TO SUCH MATERIALS OR ON ANY THIRD PARTY SITES OR SERVICES LINKED TO WITHIN THE SITE OR SERVICES OR THAT THE SERVICES WILL BE ERROR-FREE OR PROVIDE CERTAIN RESULTS.
YOU HEREBY ACKNOWLEDGE THAT YOU HAVE READ THIS AGREEMENT, UNDERSTOOD IT, AND AGREE TO BE BOUND BY ITS TERMS.
Support Hero LLC
5280 Ivyfarm Rd
Cincinnati, Ohio, 45243