Terms of service.

These terms govern your use of Leodesk. By creating an account or using the service you agree to them. If you are agreeing on behalf of a company, you are confirming you have the authority to bind it.

1. The service

Leodesk is a hosted, multi-tenant help-desk application. It is provided as a managed cloud service only — we do not offer a self-hosted or on-premise version. We provide the software, the infrastructure it runs on, and the updates to both.

2. Your account

You are responsible for the accuracy of your account details, for the security of your credentials, and for what the agents in your workspace do. Tell us promptly at [email protected] if you believe an account has been compromised. You must be at least 16 to hold an account.

3. Your data stays yours

The tickets, contacts, attachments and settings in your workspace belong to you. We claim no ownership of them. We process them to run the service for you and for the other purposes described in our privacy policy, and for nothing else. We do not use your customer content to train models.

You are the data controller for that content. You are responsible for having a lawful basis to collect it, for telling the people it concerns what you do with it, and for honouring their requests. Where we process it on your behalf we act on your instructions; a data processing agreement is available on request.

4. Acceptable use

Do not use Leodesk to send unsolicited bulk email, to distribute malware or phishing content, to harass anyone, to violate anyone's rights, or to break the law. Do not attempt to access another workspace's data, probe or circumvent our security controls, or resell the service without our agreement.

Email deliverability is a shared resource: sending from Leodesk affects the reputation of infrastructure other customers depend on. We may throttle or suspend outbound sending from an account that generates significant spam complaints or bounces, and we will tell you why when we do.

5. Plan limits

Each plan carries limits — agent seats, mailboxes, automation rules and outbound email volume among them. The current limits are on the pricing page. They are enforced by the software, so exceeding one produces a clear error rather than a silent failure or a surprise invoice. On the free plan, outbound email is capped at 100 messages per rolling 24 hours.

6. Billing

Paid plans are billed per agent seat, monthly or annually, in advance, through our payment processor. Annual plans are billed for the year up front. Prices are exclusive of tax unless stated otherwise.

You can cancel at any time and your plan runs to the end of the period you have paid for. We do not provide pro-rata refunds for partial periods, except where the law requires it or where we have failed to provide the service. If we change our prices, we will give you at least 30 days' notice before it affects your renewal.

7. Availability

We work to keep Leodesk available and we monitor it, but we do not currently offer a contractual uptime SLA, and this service is provided without one. We may take the service down for maintenance, and we will give notice where we reasonably can. If you need a formal availability commitment, talk to us about an enterprise agreement rather than relying on this document.

8. Third-party services

Leodesk connects to services we do not control — your mail provider, and any integration you enable such as Slack, Linear, Jira, GitHub or Shopify. When you connect one, you are instructing us to send data to it. What that service then does is governed by its own terms, not ours. We are not responsible for a third-party service being unavailable, changing its API, or mishandling data you directed us to send.

9. Suspension and termination

You may close your account at any time. We may suspend or terminate an account that breaches these terms, that has not paid, or that we reasonably believe is causing harm to other customers or to our infrastructure. Except where a serious breach or a legal obligation requires immediate action, we will contact you first and give you a chance to fix the problem.

After termination, contact [email protected] to retrieve or delete your data. See the retention section of our privacy policy for what we do and do not do automatically today.

10. Warranties

Leodesk is provided "as is" and "as available". To the fullest extent the law allows, we disclaim implied warranties of merchantability, fitness for a particular purpose and non-infringement. We do not warrant that the service will be uninterrupted, error-free, or that every email will be delivered — email delivery depends on receiving servers we do not control.

11. Limitation of liability

To the fullest extent the law allows, neither party is liable for indirect, incidental, special or consequential damages, or for lost profits, revenue or data. Our total liability arising out of these terms is limited to the amount you paid us in the twelve months before the event giving rise to the claim.

Nothing here limits liability that cannot be limited by law, including for death or personal injury caused by negligence, or for fraud.

12. Indemnity

You will indemnify us against third-party claims arising from your content, your use of the service in breach of these terms, or your violation of the law or of anyone's rights.

13. Changes to these terms

We may update these terms. If a change is material we will notify account administrators by email at least 30 days before it takes effect. Continuing to use Leodesk after that means you accept the change; if you do not, you may cancel.

14. General

If any provision is found unenforceable, the rest stays in force. Our not enforcing a provision is not a waiver of it. You may not assign these terms without our consent; we may assign them in connection with a merger or sale of the business. These terms, together with the privacy policy, are the entire agreement between us about the service.

15. Contact

Leodesk, Inc. — [email protected].