End User License Agreement
Draft for legal review — October 30, 2026. Not yet approved or integrated into account signup.
1. Parties and acceptance
This End User License Agreement (“Agreement”) is between the organization subscribing to SupportandAssist (“Customer”) and the legal entity operating SupportandAssist (“Provider”; exact legal entity to be inserted before launch). The individual accepting represents that they are authorized to bind Customer. Acceptance must be affirmative during account registration; merely visiting the website does not indicate acceptance.
2. SaaS license
Subject to compliance with this Agreement, Provider grants Customer a limited, nonexclusive, nontransferable right during the subscription term to access and use SupportandAssist for Customer's internal customer support operations. No ownership of the software, code, trademarks, or underlying intellectual property transfers.
3. Accounts and authorized users
Customer manages its users and shall use unique credentials, maintain reasonable account security, promptly revoke unneeded access, and notify Provider of suspected unauthorized access. Customer is responsible for actions performed under its accounts, except to the extent caused by Provider's breach of its obligations.
4. Plans, fees and trials
The Free plan is intended to remain available without a subscription fee, within its published limits. Paid plans may offer a 30-day evaluation period without requiring a credit card. Before paid activation, Customer must be shown its selected plan, seat limits, fees, renewal interval, and cancellation terms and expressly authorize charges. A trial does not automatically convert to a paid subscription without separate payment authorization. If a trial expires without purchase, applicable Free-plan limits may apply while customer records remain subject to the retention policy.
5. Permitted use
Customer will not attempt unauthorized access, interfere with the service, transmit malware, upload unlawful or infringing material, reverse engineer the service except where law prohibits that restriction, resell access without written authorization, or exceed stated plan limits through deliberate circumvention.
6. Customer data
Customer retains rights in information and files it provides (“Customer Data”). Customer grants Provider permission to host, process, transmit, back up, and display Customer Data solely as needed to provide and secure the service, comply with law, and fulfill approved support requests. The final Privacy Policy and, where needed, a data processing addendum must explain handling of personal data, subprocessors, retention, security practices, and breach notifications.
7. Confidentiality and security
Each party shall use reasonable care to protect the other's nonpublic confidential information and disclose it only to personnel and service providers who need it for authorized purposes, subject to appropriate safeguards. Neither party is required to protect information that is public through no breach, independently developed, rightfully received without restriction, or legally required to be disclosed, provided appropriate notice is given when allowed.
8. Support and availability
Provider will make commercially reasonable efforts to maintain and support the service. Specific uptime, support-response targets, maintenance windows, and credits apply only if expressly stated in an approved service-level agreement. Customer acknowledges that internet and email infrastructure outside Provider's control can affect delivery and availability.
9. Intellectual property and feedback
Provider and its licensors retain intellectual property in SupportandAssist. Provider may use generalized feedback to improve the service, but not disclose Customer's confidential information or identifiable Customer Data through that use.
10. Term, cancellation and suspension
Free access continues subject to this Agreement and applicable account policies. Paid subscriptions run for the chosen billing period and can be canceled through the approved self-service process effective according to disclosed terms. Provider may suspend access for material security threats, unlawful activity or significant breach after notice where practicable. Customer shall have a reasonable opportunity to export its data, subject to lawful retention, technical feasibility and documented deletion schedules.
11. Disclaimers
Except as expressly stated in an executed order or mandatory law, the service is provided on an “as available” basis without guarantees of error-free operation, uninterrupted access, particular business results, or compatibility with every system. This section does not limit guarantees or remedies that cannot lawfully be excluded.
12. Liability and indemnification
Legal review required: The final contract should include a commercially reasonable liability cap, carefully defined exclusions, and reciprocal protections appropriate to the parties' risks. No amount or waiver is asserted in this draft because these are substantive business and legal decisions.
13. Changes and notices
Provider may update services and terms with reasonable advance notice for material contractual changes and a process for Customer to review them. Material changes requiring renewed consent will not be silently imposed. Notices may be given through the account and verified administrator email according to the final approved agreement.
14. Governing law, disputes and contact
To be completed after legal review: Provider's legal name and business address; applicable law and courts; dispute process; effective date; privacy contact; data retention and deletion periods. Contact: admin@supportandassist.com.
15. Electronic agreement record
When registration is activated, Customer's authorized representative should be required to check an unchecked “I have read and agree to the End User License Agreement” checkbox, with a link to the exact version. The service must record the accepting user, organization, agreement version and hash, timestamp, and applicable audit metadata. A copy of the agreed terms should be accessible afterward.