Terms of Service

Where this agreement states: “HEDESU”, “us”, “our”, and “we” includes HEDESU or any party falls on behalf of HEDESU.
Where this agreement states: “you”, “customer”, and “user” includes the person purchasing or made payment to use the service or any party acting on customer’s instructions.
Where this agreement states: “agreement” and “policy” includes this document, the latest revision of this document can be viewed at this website.
Where this agreement states: “hosted support desk”, “services”, “hosted appliance”, “support desk software”, and “server” includes the hosting and services provided by HEDESU.

In consideration of the mutual covenants herein, the parties shall agree to the following terms, which applied during the term of this agreement:

Acceptance of Terms

By accepting and signing up for the HEDESU service, you are agreeing and accepting to be bound by the following terms of services. It is determined that you are acknowledge, read, and understood of this agreement by using or accessing the service or site.
HEDESU may change this Terms of Services from time to time without prior notice; it is advised that you check regularly the Terms of Services document to avoid any inconvenience regarding the changes. The revised terms will be effective upon published and if you use the service after that date, we will treat your use as acceptance of the revised terms and conditions. If any change that made to this document is not acceptable by you, you may stop accessing and using the service.
Your use of service is at your sole risk, the service is provided on an “as is” and “as available” basis without any warranty or condition, express, implied or statutory.
The failure of HEDESU to exercise or enforce any right or provision of this TOS shall not be a waiver of that right. You acknowledge that this TOS is a contract between you and HEDESU, even though it is electronic and is not physically signed by you and HEDESU, and it governs your use of the service and takes the place of any prior agreements between you and HEDESU.

Account Terms

The account holder shall understand the Terms and all agreements necessary before purchasing or signing up for our service You must be 13 years or older to use this service
Provide valid email address and any other information details needed for the sign up process.
You are responsible for keeping your password secure, we cannot and do not liable for any loss or damage from your failure to do so You may not use the service for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).
You are responsible for all activity and content (data, graphics, photos, and links) that is uploaded under your HEDESU Support account.
You must not transmit any worms or viruses or any harmful code of a destructive nature.
A breach or violation of any of the Account Terms as determined in the sole discretion of HEDESU will result in an immediate termination of your services.

General conditions

Subject to the terms and conditions of this Terms of Service, you may access and use the Service only for your internal business purposes as contemplated by the Agreement.
You shall not (a) license, sublicense, sell, resell, rent, lease, transfer, assign, distribute, time share or otherwise commercially exploit or make the Service available to any third party, other than as expressly permitted by this TOS; (b) use the Service to process data on behalf of any third party, or (c) use the Service in any unlawful manner or in any manner that interferes with or disrupts the integrity or performance of the Service and its components.
You are responsible for all information, data, text, messages or other materials that you post or otherwise transmit via the Service. You are responsible for maintaining the confidentiality of your login and account and are fully responsible for any and all activities that occur under your login or account.
You agree and acknowledge that your login may only be used by one (1) person – a single login shared by multiple people is not permitted. You may create separate logins for as many people as your plan allows.
You understand that your Content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit Card information is always encrypted during transfer over networks.
We may, but have no obligation to, remove Content and Accounts containing Content that we determine in our sole discretion are unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.
HEDESU reserves the right to access any or all your accounts in order to respond to your requests for technical support. We shall maintain appropriate administrative, physical and technical safeguards for protection of the security, confidentiality and integrity of your data. We will not disclose your data except if compelled by law or if permitted by you.
We do not claim any intellectual property rights over the material you provide to the HEDESU service. All material you upload remains yours. You can remove your HEDESU account at any time by deleting your account. This will also remove all content you have stored on the Service.
You retain ownership over all content that you submit to a HEDESU Support account, however, by making your account public, you agree to allow others to view your content.
HEDESU® and HEDESU’s various logos used or displayed on the Service are trademarks of HEDESU and you may only use these trademarks or logos for promotional purposes to identify yourself as a customer or user of the HEDESU products and services, provided you do not attempt to claim ownership of the marks by incorporating any of them within your names or offerings.

Fair Usage Policy

You must abide by a fair usage policy. If your hosted support desk is heavily used in such a way that it affects the performance of other customers on the same server, we may suspend services to you.
Resources that concern the fair usage policy include but are not limited to Bandwith, CPU and memory usage and Disk quota If in violation of the fair use policy, you will be given a choice between upgrading to a hosted appliance or the cancelation your account. If you opt for account cancellation, you will not be entitled to a refund.
If you opt to upgrade to a hosted appliance, we undertake to make the utmost effort to ensure your hosted appliance is available as soon as possible.
We enforce a zero-tolerance spam policy. Unsolicited electronic mail sending is strictly forbidden.

Payment and Refunds

We reserve the right to refuse service to anyone.
We reserve the right to change pricing at any time although all pricing is guaranteed for the period of pre-payment.
Any due notices, invoices, receipts and billing reminders will be sent by electronic mail only.
Without prejudice to our other rights and remedies under this agreement, if any balance owed is not paid on or before the due date we will be entitled to suspend/terminate services to you.
Trials and Payments. The Service is made available on a pay-as-you-go basis and is charged at the start of your elected subscription term. All plans come with an initial free trial period of up to 30 days. If you do not provide your credit card details or any other payment method to HEDESU within the free trial period, your account will be suspended and can only be reactivated by submitting your billing information. Once you have provided credit card details, you will be promptly billed and your trial period will terminate.
Plan and Price Changes. If you choose to upgrade your plan or number of agents during your elected subscription period, any incremental cost will be prorated over the remaining term of the subscription period and charged to your account. Subsequently, your credit card will automatically be charged the adjusted rate on your next billing cycle subsequent to the pro-rating billing.
A billing exception exists if you are on a monthly billing cycle where you will not see a prorated charge or credit in the current month, but your new billing rate will be reflected on your next monthly bill. Regardless of your billing cycle, there are no refunds or credits for partial months of service, plan downgrades, or refunds for months unused if you close your account before the end of your subscription period. No exceptions will be made in order to treat everyone equally and keep our administrative costs low for the ultimate benefit of our customer base.
Downgrading your plan level may cause the loss of content, features, or capacity of your account and HEDESU does not accept any liability for such loss.
Prices of all HEDESU plans and Services are subject to change upon 30 days notice from us. Such notice may be provided at any time. In addition, HEDESU reserves the right to contact you about special pricing if you maintain an exceptionally high number of end-users or an unusually high monthly ticket ratio per agent.
Credit Card Billing, Receipts and Privacy. The account owner will receive an email receipt upon each credit card charge. The receipts are also available for the account owner from within the application. HEDESU uses a third-party intermediary to manage credit card processing and this intermediary is not permitted to store, retain, or use your billing information except to process your credit card information for HEDESU.

Cancellation and Termination

We reserve the right to suspend or terminate the services and/or this agreement at any time.
If you violate any of these terms and conditions we may suspend the services and/or terminate this agreement forthwith without notice to you.
No refunds will be made for services suspended or terminated due to violation of this agreement.
You may cancel your account at any time. Only accounts cancelled in the way outlined herein will be honored.
To request account cancellation, you must send to us written notice (via electronic mail) of your account cancellation requirement no less than seven (7) days prior to your next billing cycle or we may bill you for the next period.
Once your account is cancelled all of your Content will be immediately deleted from the Service. Since deletion of all data is final please be sure that you do in fact want to cancel your account before doing so.
Once confirmation of account cancellation is made, we do not guarantee the availability of your hosted support desk or data stored on it unless you arrange with us otherwise.
This information cannot be recovered once your account is cancelled. If you cancel the Service before the end of your current paid-up subscription period, your cancellation will take effect immediately and you will not be charged again.
HEDESU reserves the right to (i) modify or discontinue, temporarily or permanently, the Service (or any part thereof) and (ii) refuse any and all current and future use of the Service, suspend or terminate your account (any part thereof) or use of the Service and remove and discard any of your content in the Service, for any reason, including, if HEDESU believes that you have violated these Terms of Service HEDESU will use all reasonable efforts to contact you directly via email to warn you prior to suspension or termination of your account Any suspected fraudulent, abusive, or illegal activity that may be grounds for termination of your use of Service, may be referred to appropriate law enforcement authorities.
HEDESU shall not be liable to you or any third party for any modification, suspension or discontinuation of the Service.

Limitation of Liability

You agree to defend, indemnify and hold harmless HEDESU against liabilities arising out of (a) Any injury to person or property caused by any products or services sold or distributed by HEDESU (b) Any material supplied by you infringing or allegedly infringing on the proprietary rights of a third party (c) copyright infringement and (d) Any defective products or services sold to the customer.
In no event will we be held liable for any loss (data, economic or otherwise) or other commercial damage, including but not limited to special, incidental, consequential or other damages, direct or indirect.
Under no circumstances and under no legal theory (whether in contract, tort, or otherwise) shall HEDESU be liable to you or any third party for any indirect, incidental, special, exemplary, consequential or punitive damages, including lost profits, lost sales or business, lost data or business interruption.
We take regular backups of your hosted support desk. No guarantees of any kind will be made as to the integrity of these backups. You agree to maintain all appropriate backup of files and data stored on HEDESU server.
We will not be held responsible for data hosted on our servers. It is your responsibility to maintain local copies of your hosted support desk data and maintain proper and sufficient insurance if coverage is required with respect to data loss.
Our total aggregate liability to you for any claim in contract, negligence or otherwise arising out of or in connection with the provision of the services shall be strictly limited to the charges paid by you for the services that are the subject of any claim made.
In no event will a claim be brought unless you have notified us of the claim within one year of the incident arising.
The provisions of this section allocate the risks under this Terms of Service between the parties, and the parties that relied on these limitations in determining whether to enter into this agreement.

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