Terms of Service

1. Acceptance of Terms

By accessing or using Sentinel Support ("the platform") at sentinelsupport.io or any related services, you agree to be bound by these Terms of Service. If you do not agree to these terms, you may not use the platform.

These terms apply to all users of the platform, including agents, managers, administrators, and customers accessing the self-service portal.

2. Description of Service

Sentinel Support is a customer support platform that provides ticketing, live chat, phone support, email integration, knowledge base management, SLA tracking, AI-powered triage, and related tools for support teams and their customers.

We reserve the right to modify, suspend, or discontinue any part of the service at any time. We will make reasonable efforts to notify users of significant changes.

3. User Accounts

You are responsible for maintaining the confidentiality of your account credentials. You agree to:

• Provide accurate and complete information when creating an account
• Keep your password secure and not share it with others
• Notify us immediately of any unauthorized use of your account
• Be responsible for all activity that occurs under your account

We reserve the right to suspend or terminate accounts that violate these terms.

4. Acceptable Use

You agree not to use the platform to:

• Violate any applicable laws or regulations
• Transmit spam, malware, or malicious content
• Harass, threaten, or harm other users
• Attempt to gain unauthorized access to systems or data
• Reverse engineer, scrape, or copy the platform without permission
• Upload content that infringes on third-party intellectual property
• Interfere with the operation or performance of the platform

5. Content & Data Ownership

You retain ownership of all content and data you submit to the platform, including ticket content, knowledge base articles, and customer information. By using the platform, you grant us a limited license to store, process, and transmit your content solely for the purpose of providing the service.

We do not claim ownership of your data and will not use it for purposes beyond operating the platform.

6. Intellectual Property

The Sentinel Support platform, including its software, design, trademarks, and documentation, is owned by us and protected by intellectual property laws. You may not reproduce, distribute, or create derivative works without our express written permission.

7. Privacy

Your use of the platform is also governed by our Privacy Policy, which is incorporated into these Terms by reference. Please review it to understand how we collect, use, and protect your information.

8. Disclaimers

The platform is provided "as is" and "as available" without warranties of any kind, express or implied. We do not warrant that the service will be uninterrupted, error-free, or completely secure. You use the platform at your own risk.

9. Limitation of Liability

To the maximum extent permitted by law, Sentinel Support shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the platform, including loss of data, revenue, or business opportunities.

Our total liability for any claim shall not exceed the amount you paid for the service in the twelve months preceding the claim.

10. Termination

Either party may terminate this agreement at any time. Upon termination, your access to the platform will be revoked. We will retain your data for up to 90 days after termination before permanent deletion, unless required by law to retain it longer.

11. Changes to These Terms

We may update these Terms of Service from time to time. We will notify users of material changes via the platform or by email. Continued use of the platform after changes take effect constitutes your acceptance of the new terms.

12. Governing Law

These Terms are governed by applicable law. Any disputes arising from these Terms or your use of the platform shall be resolved through good-faith negotiation before escalating to formal dispute resolution.