Terms of Service

1. Description of the Service

SupportSignal is a software platform that provides analytics and operational insights derived from customer support data.

The Service integrates with third-party platforms such as helpdesk and customer support systems in order to analyze support interactions and generate aggregated insights, reports, and operational signals.

SupportSignal is not a system of record for customer support data. The primary source of such data remains the third-party platform integrated by the Customer.

2. Eligibility and Accounts

You may use the Service only on behalf of a company, organization, or other legal entity.

You are responsible for:

• maintaining the confidentiality of account credentials
• ensuring that all activities under your account comply with these Terms
• ensuring authorized use by employees or agents of your organization

You must promptly notify Twiser of any unauthorized use of your account.

3. Customer Data

3.1 Ownership

Customer retains all rights, title, and interest in and to all data submitted to or processed through the Service (“Customer Data”).

Twiser does not claim ownership of Customer Data.

3.2 License to Process Data

Customer grants Twiser a limited, non-exclusive license to process Customer Data solely for the purpose of operating, maintaining, and improving the Service.

3.3 Customer Responsibilities

Customer represents and warrants that it has all necessary rights and permissions to provide Customer Data to the Service and to allow Twiser to process such data in accordance with these Terms.

Customer is responsible for ensuring that its use of the Service complies with all applicable laws and regulations.

4. Third-Party Integrations

The Service may rely on integrations with third-party platforms such as helpdesk systems or other software services.

Twiser does not control and is not responsible for the availability, performance, or policies of such third-party platforms.

Interruptions or changes in third-party services may affect the availability or functionality of the Service.

5. Artificial Intelligence Processing

Certain features of the Service may use third-party artificial intelligence providers to analyze text-based support interactions and generate insights.

Customer Data may be processed by such providers solely for the purpose of delivering analytics and insights within the Service.

6. Acceptable Use

Customer agrees not to:

• use the Service for any unlawful purpose
• attempt to reverse engineer, copy, or modify the Service
• interfere with or disrupt the integrity or performance of the Service
• attempt to gain unauthorized access to the Service or related systems
• use the Service in a manner that could damage, disable, or impair the Service

Twiser reserves the right to suspend or terminate accounts that violate this Acceptable Use policy.

7. Subscriptions and Billing

The Service may be offered under different subscription plans.

Subscription plans may include Free, Core, and Scale tiers with different capabilities and data retention policies.

Fees, billing cycles, and plan details are provided at the time of subscription.

Customers may change or cancel their subscription according to the billing terms provided during signup.

8. Data Retention

Customer Data is retained according to the subscription plan associated with the Customer account.

Typical retention periods may include:

• Free plan: up to 30 days
• Core plan: up to 6 months
• Scale plan: up to 12 months

Backup copies of Customer Data may be retained according to the system's point-in-time recovery policies.

After termination of the Service, Customer Data may be deleted according to these retention policies.

9. Termination

Customer may stop using the Service at any time.

Twiser may suspend or terminate access to the Service if:

• Customer violates these Terms
• continued use poses security or legal risks
• required by law or regulatory authorities

Upon termination, Customer access to the Service may be disabled and Customer Data may be deleted in accordance with the retention policies described above.

10. Disclaimer of Warranties

The Service is provided on an “as is” and “as available” basis.

Twiser makes no warranties of any kind, whether express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, or non-infringement.

Twiser does not guarantee that the Service will be uninterrupted, secure, or error-free.

11. Limitation of Liability

To the maximum extent permitted by law, Twiser shall not be liable for any indirect, incidental, special, consequential, or punitive damages.

Twiser’s total liability arising from or related to the Service shall not exceed the total fees paid by Customer for the Service during the twelve (12) months preceding the event giving rise to the claim.

12. Indemnification

Customer agrees to indemnify and hold harmless Twiser from any claims, damages, or liabilities arising from: Customer’s use of the Service; Customer’s violation of these Terms; Customer’s violation of applicable laws or third-party rights.

13. Modifications to the Service or Terms

Twiser may modify the Service or these Terms from time to time.

If material changes are made, Twiser will provide notice through the Service or other reasonable means.

Continued use of the Service after changes become effective constitutes acceptance of the updated Terms.

14. Governing Law

These Terms are governed by and construed in accordance with the laws of the State of Delaware, without regard to conflict of law principles.

15. Contact Information

For questions regarding these Terms, please contact:

Twiser Inc.
support@getsupportsignal.com