Terms of Service

Acceptance of terms

These terms govern your use of Helmdesk, provided by Kwii Digital Technologies ("we," "us"). By creating an account or using Helmdesk, you agree to these terms on behalf of yourself and, if you're signing up for an organization, on behalf of that organization.

Account terms

• You must provide accurate account information and keep your login credentials confidential.
• You're responsible for activity that happens under your account, including actions taken by agents your organization invites.
• An organization's administrator (tenant admin) is responsible for managing which of their users have access, and at what role.

Acceptable use

You agree not to use Helmdesk to:

• Send unsolicited bulk messages, phishing attempts, or malware through the ticketing or chat features.
• Attempt to access another organization's tenant data, bypass tenant isolation, or probe the platform for security vulnerabilities without our prior written permission.
• Reverse-engineer, resell, or white-label the platform itself outside of the branding features we explicitly provide (custom domains, portal colors and logo).
• Use the platform in a way that violates applicable law, including data protection law applicable to the personal data you process through it.

We may suspend an account that we reasonably believe violates this section, with notice where practical.

Your content

Ticket content, chat transcripts, knowledge base articles, and other data you or your clients submit ("your content") remains yours. You grant us a limited license to host, process, and transmit your content solely to provide the service to you — for example, sending a ticket-reply notification email, or sending a ticket thread to an AI provider when you explicitly use the AI triage feature.

You're responsible for having the right to submit any content you put into Helmdesk, and for your own clients' consent to have their support requests processed through the platform.

Fees and billing

Paid plans are billed per agent seat on the cadence described at signup or in your order form. Fees are non-refundable except where required by law or explicitly agreed in writing. If you use Helmdesk's own invoicing feature to bill your clients, that's a separate relationship between you and your clients — we're not a party to it, and payment processing for those invoices is handled via Stripe under Stripe's own terms.

Service availability & SLA references

Helmdesk includes tools for youto define and track SLA policies against your own clients (first-response and resolution targets, business-hours-aware timers, breach alerts). Those are your commitments to your clients, configured by you — they are not a commitment we make to you about our own platform's uptime. Any uptime commitment we make to you specifically will be set out in a separate order form or enterprise agreement, not implied by the SLA-tracking feature itself.

Warranties & liability

Helmdesk is provided "as is." To the maximum extent permitted by law, we disclaim implied warranties of merchantability, fitness for a particular purpose, and non-infringement. Neither party will be liable for indirect, incidental, or consequential damages arising from use of the platform. Our total liability for any claim arising from these terms is limited to the amount you paid us in the twelve months before the claim arose.

Nothing in this section limits liability where doing so isn't permitted by applicable law.

Termination

You may stop using Helmdesk and close your account at any time. We may suspend or terminate an account for a material breach of these terms, including the acceptable-use section above, or for non-payment after notice. On termination, see our Privacy Policy for how long we retain your data and how to request an export.

Changes to these terms

We'll update the "last updated" date when these terms change, and make a reasonable effort to notify active account administrators of material changes before they take effect.

Contact us

Questions about these terms? Email legal@helmdesk.ca.