Terms of Service
These terms govern your use of Support IT Helpdesk. They are written to be read, not to be survived — if anything here is unclear, write to support@supportit.in and we will explain it in plain words.
Last updated: · Applies to Support IT Helpdesk, operated by Support IT Ventures.
1. Who you are agreeing with
Support IT Helpdesk is operated by Support IT Ventures, India. In these terms "we", "us" and "our" mean Support IT Ventures; "you" means the organisation that opens an account, and the people it authorises to use that account.
By creating an account, or by using the service, you accept these terms on behalf of your organisation, and you confirm you are authorised to do so.
2. The service
We provide Support IT Helpdesk as hosted software over the internet. You do not receive a copy of the software and there is nothing to install. We may improve, change or remove features over time; where a change removes something you rely on, we will tell you at least 30 days beforehand by email.
3. Your account
You are responsible for what happens under your account: keeping credentials safe, removing people who leave, and the content your users put into it. Tell us promptly at security@supportit.in if you believe an account has been compromised.
You must be a business or an organisation. We do not offer the service to consumers, and we do not knowingly provide it to anyone under 18.
4. Agent seats and how we count them
You buy agent seats. An agent is any active user whose role is something other than "requester" — in other words, the people who work the queue. Employees who only raise and track their own requests are unlimited and free on every plan.
Seats are counted at the time of billing. Deactivating a user frees the seat from your next renewal, not retrospectively.
5. Fees, taxes and GST
Prices are shown on our pricing page in Indian rupees and are exclusive of GST. GST is added at the applicable rate and shown separately on every invoice, with our GSTIN, the SAC code and the place of supply.
Fees are payable in advance for each billing period. You authorise us, through our payment processor, to charge your chosen payment method for each renewal until you cancel.
We may change prices. Existing customers get at least 30 days' notice by email before a price change affects them, and you may cancel before it takes effect.
6. Trial
New accounts get a 14-day trial without a card. At the end of the trial, an account that has not subscribed becomes read-only: you can sign in, read everything and export everything, but you cannot create or change records. Nothing is deleted at that point.
7. Late payment and suspension
If a payment fails we will retry and email you. You keep full access during a grace period of 7 days. After that the account becomes read-only until payment succeeds. We will not delete your data because of non-payment without the written warnings described in section 9.
8. Cancellation
You can cancel yourself from your billing screen at any time, without contacting us. A monthly subscription runs to the end of the period you have paid for. Refunds are governed by our refund policy, which forms part of these terms.
9. Your data
Your data is yours. You own everything you and your users put into the service, and nothing in these terms transfers any ownership of it to us.
We process it only to provide and support the service, and on your instructions. We do not sell it, we do not use it to train models for anyone else, and we do not mine it for advertising.
You can export everything, at any time, in any account state, from your own admin screen — one archive with a CSV per record type, your attachments with their original filenames, and your knowledge base as readable files.
If your account is terminated, we keep the data for 90 days so you can retrieve it, warn you by email before the end of that period, and then delete it permanently.
10. Acceptable use
Your use of the service is subject to our acceptable use policy. In short: do not use it to send unsolicited email, to store unlawful content, to attack us or anyone else, or to consume resources in a way that degrades the service for other customers.
11. Third-party services you connect
The service can connect to systems you already use, with credentials you supply. Those connections are yours, not ours: what those providers do with the data they hold is governed by your agreement with them, and we are not responsible for their availability or conduct.
12. Availability and support
We aim to keep the service available and publish a specific commitment, with service credits, in our uptime commitment. Support is provided by email, and on some plans by chat, within the response times stated on the pricing page.
13. Confidentiality
Each of us may learn confidential information about the other. Each of us agrees to protect it with reasonable care, to use it only for the purpose of this agreement, and to disclose it only to people who need it and are under similar obligations.
14. Intellectual property
We own the software, the documentation and our trade marks. You may not copy, resell, reverse engineer or create a competing service from them. Feedback you send us may be used freely to improve the product, without obligation to you.
15. Warranties and disclaimers
We will provide the service with reasonable skill and care. Beyond that, and to the extent the law allows, the service is provided as it is: we do not warrant that it will be uninterrupted or error-free, or that it will meet a requirement we have not agreed in writing.
16. Limitation of liability
Neither of us is liable for indirect or consequential loss, or for loss of profit, revenue, goodwill or anticipated savings.
Our total liability arising out of or in connection with this agreement, in any twelve-month period, is limited to the fees you paid us in the twelve months before the event that gave rise to the claim.
Nothing in these terms limits liability that cannot be limited by law, including liability for fraud or for death or personal injury caused by negligence.
17. Indemnity
You will indemnify us against claims arising from content you put into the service or from your use of it in breach of these terms. We will indemnify you against a third-party claim that the service itself infringes their intellectual property in India.
18. Force majeure
Neither of us is liable for a failure caused by something genuinely outside our control — including a failure of infrastructure, network or power we do not operate, a natural event, or an act of government.
19. Changes to these terms
We may update these terms. For a material change we will email the account owner at least 30 days beforehand and show the effective date at the top of this page. Continuing to use the service after that date means you accept the updated terms.
20. Governing law and disputes
These terms are governed by the laws of India, and the courts at our registered office in India have exclusive jurisdiction.
Before going to court, please raise the matter with us: write to support@supportit.in, and if that does not resolve it, escalate to our Grievance Officer. If it still cannot be resolved, either of us may refer the dispute to arbitration by a sole arbitrator under the Arbitration and Conciliation Act, 1996, seated in India and conducted in English.
19a. Notices and how we reach you
Anything important — a price change, a change to these terms, a security notice, a warning before deletion — goes by email to the account owner and to every administrator on the account. Keep those addresses current and monitored: an unread notice is still a notice, and a shared address nobody owns is the usual reason somebody learns about a change late.
20a. Publicity
We will not use your name or logo as a customer reference without your written permission. If you give it and later change your mind, tell us and we will remove it.
20b. Beta features
Anything we label beta or preview is offered as it is, may change or be withdrawn, and is outside the uptime commitment. We will tell you clearly before you turn one on, and turning it off will never cost you data you created with it.
21. General
If a provision is found unenforceable, the rest survives. A delay in enforcing a right is not a waiver of it. You may not assign this agreement without our consent; we may assign it to a successor of our business. Notices to you go to your account email; notices to us go to support@supportit.in.
Something here unclear or unfair? Tell us at support@supportit.in. We would rather fix the wording than argue about it later. See also Terms, Privacy and Grievance redressal.