Terms of Service
These Terms of Service (“Terms”) govern your access to and use of SupportLayer, a service operated by Xegen Ltd (“we”, “us”, “our”). By creating an account, accessing the website at our domains, or using the Service, you agree to these Terms.
The Service
SupportLayer provides hosted helpdesk software (including ticketing, collaboration features, and related functionality) as described on our website and in your plan or order. We may update, modify, or discontinue features with reasonable notice where practicable; we do not guarantee uninterrupted or error-free operation.
Accounts & eligibility
You must provide accurate registration information and keep your credentials confidential. You are responsible for activity under your account. You must be legally able to enter a binding contract in your jurisdiction. If you use the Service on behalf of an organization, you represent that you have authority to bind that organization to these Terms.
Customer data & GDPR
You may submit or permit submission of personal data relating to your employees, agents, or your own customers (“Customer Data”) to the Service. As between you and us, you are typically the controller of Customer Data and we process it as a processor on your instructions to provide the Service, unless we determine purposes and means as a controller (for example, for billing, security, or account administration).
We will process Customer Data in accordance with applicable data protection law, including the UK GDPR. Where we act as processor, we will implement appropriate technical and organizational measures and assist you with your obligations (such as responding to data subject requests) as described in our Privacy Policy and, where applicable, a data processing agreement (DPA) available on request at hello@supportlayer.app.
You warrant that you have all notices and consents required to lawfully provide Customer Data to us and that your instructions comply with applicable law.
Acceptable use
You agree not to:
- Use the Service unlawfully, fraudulently, or to harm others.
- Attempt to gain unauthorized access to systems, accounts, or data.
- Introduce malware, overload infrastructure, or circumvent security or usage limits.
- Use the Service to send spam or unsolicited bulk communications in violation of law.
- Reverse engineer, scrape, or resell the Service except where permitted by law.
We may suspend or terminate access for material breach of these rules.
Fees & trials
Paid plans, taxes, invoicing, and renewal terms are as stated at checkout or in your order. Failure to pay may result in suspension. Free or trial offerings may be limited or withdrawn with notice. Unless otherwise stated, fees are non-refundable except where required by law.
Intellectual property
We and our licensors own the Service, software, branding, and documentation. Subject to these Terms, we grant you a non-exclusive, non-transferable right to use the Service during your subscription. You retain rights in Customer Data; you grant us a licence to host, process, and display Customer Data solely to provide and improve the Service and as described in our Privacy Policy.
Disclaimers
The Service is provided “as is” and “as available” to the fullest extent permitted by law. We disclaim implied warranties of merchantability, fitness for a particular purpose, and non-infringement where disclaimers are legally permitted.
Limitation of liability
To the fullest extent permitted by applicable law, neither party will be liable for indirect, incidental, special, consequential, or punitive damages, or for loss of profits, data, or goodwill, arising from these Terms or the Service.
Our aggregate liability arising out of or relating to the Service or these Terms in any twelve-month period will not exceed the greater of (a) the fees you paid us for the Service in that period or (b) one hundred British pounds (£100), except that nothing limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded by law.
Indemnity
You will defend and indemnify us against third-party claims arising from your Customer Data, your use of the Service in breach of these Terms, or your violation of law—except to the extent caused by our wilful misconduct.
Suspension & termination
You may stop using the Service at any time. We may suspend or terminate access for breach, risk to security, or non-payment. Upon termination, your right to use the Service ceases; we may delete Customer Data after a reasonable period in line with our Privacy Policy unless we must retain it by law.
Changes to these Terms
We may modify these Terms by posting an updated version and changing the “Last updated” date. If changes are material, we will provide reasonable notice (for example by email or in-product). Continued use after the effective date constitutes acceptance unless applicable law requires a different process.
Governing law & jurisdiction
These Terms are governed by the laws of Scotland. The courts of Scotland will have exclusive jurisdiction, subject to mandatory consumer protections where you are a consumer and those laws grant you non-waivable rights.
Contact
For questions about these Terms: hello@supportlayer.app or our contact form.
These Terms are a general template for a software service. They are not a substitute for legal advice tailored to your situation. Our Privacy Policy describes how we handle personal data, including GDPR-related rights and contact details.