Legal

Terms of Service

These Terms of Service govern your access to and use of SupportCore, a customer support platform operated by Lord Systems, LLC. By using the service, you agree to these Terms.

Effective April 16, 2026

1. Acceptance of these Terms

These Terms of Service (the "Terms") form a binding agreement between you and Lord Systems, LLC ("SupportCore," "we," "us," or "our"). By creating an account, accessing the application, or otherwise using the Service (defined below), you agree to be bound by these Terms and by our Privacy Policy, which is incorporated by reference.

If you are entering into these Terms on behalf of an organization, you represent that you have the authority to bind that organization, and "you" refers to that organization. If you do not have such authority, or if you do not agree with these Terms, you must not use the Service.

2. Definitions

  • "Service" means the SupportCore software-as-a-service platform, including the application at app.supportcore.io, customer subdomains, embeddable widgets, APIs, webhooks, documentation, and related websites.
  • "Account" means the workspace and associated user records you register to use the Service.
  • "Agent" means an individual user authorized by you to access your workspace as a member of your support team.
  • "End-User" means a customer, prospect, or other third party who interacts with you through the Service (for example, by submitting a support ticket).
  • "Customer Data" means information you and your End-Users submit to or generate within the Service, including tickets, contacts, attachments, knowledge base articles, and chat transcripts.
  • "Documentation" means the user-facing documentation we publish for the Service.
  • "Order" means a subscription you purchase through the application or via a separate written order form.

3. Account and access

3.1 Eligibility

You must be at least 18 years old (or the age of majority in your jurisdiction) and capable of forming a binding contract to use the Service.

3.2 Registration

You agree to provide accurate, current, and complete information when you register, and to keep that information up to date.

3.3 Account security

You are responsible for safeguarding the credentials used to access your Account. You are responsible for all activity that occurs under your Account, whether or not you authorized it. We strongly recommend enabling two-factor authentication for every Agent. Notify us immediately at [email protected] if you suspect unauthorized access.

3.4 Agents and Limited Agents

You may invite individuals to use your workspace as Agents or Limited Agents, subject to the seat limits of your plan. Each Agent must use a unique login; sharing logins is prohibited. You are responsible for the conduct of every Agent in your workspace and for ensuring they comply with these Terms.

4. Plans, billing, and taxes

4.1 Subscription term

Paid plans are billed in advance, either monthly or annually depending on the Order you select. Each subscription term automatically renews for a successive period of the same length unless you cancel before the end of the then-current term.

4.2 Fees

Subscription fees are described on our pricing page or in your Order. Unless otherwise stated, fees are quoted in US dollars. We may change our prices for future billing periods on at least 30 days' notice.

4.3 Ticket overage

Plans below the Business tier include a monthly ticket allowance. If your usage exceeds the allowance, we will bill the overage at the per-ticket rate listed on your plan.

4.4 Payment

You authorize us (and our payment processor) to charge the payment method on file for all fees as they come due. If a charge fails, we may retry, suspend the Service, or terminate your Account if the failure is not cured within a reasonable period. Late amounts may bear interest at the lesser of 1.5% per month or the maximum rate permitted by law.

4.5 Taxes

Fees are exclusive of taxes. You are responsible for any sales, use, value-added, withholding, or similar taxes other than taxes based on our net income.

4.6 No purchase orders

Self-serve plans are subject to these Terms regardless of any conflicting terms in your purchase order or vendor management system. Any conflicting provision is null and void unless we have signed an Enterprise Order Form expressly accepting it.

5. Free plan

The Free plan is provided "as is" and may be modified, suspended, or discontinued at any time. We may impose reasonable usage limits to prevent abuse. Inactive Free workspaces may be archived after 12 months of no agent sign-in, with at least 30 days' prior notice.

6. Cancellation, downgrade, and refunds

You may cancel or downgrade your subscription at any time from within the application. Cancellation takes effect at the end of the current billing period. Downgrades take effect immediately and may result in loss of access to features or to data above the new plan's limits.

Except as required by law, fees are non-refundable. Annual plans may be cancelled mid-term, but no refund is provided for the remaining months of the term.

Upon cancellation, you may export your Customer Data using the export tools in the application for up to 30 days. After 30 days, your workspace and Customer Data will be permanently deleted, subject to backup rotation of up to 60 days.

7. Customer Data

7.1 Ownership

As between the parties, you retain all right, title, and interest in and to Customer Data. We claim no ownership over Customer Data.

7.2 License to operate

You grant us a worldwide, non-exclusive, royalty-free license to host, store, transmit, display, and process Customer Data solely as necessary to provide the Service to you, to provide support, and to comply with law.

7.3 Data processing

Where we process personal information contained in Customer Data on your behalf, we do so as your processor in accordance with our Data Processing Addendum, which is available on request and is hereby incorporated by reference where required by law.

7.4 Your responsibilities

You represent and warrant that:

  • You have all rights, consents, and notices required to upload Customer Data and to authorize us to process it for the purposes described in these Terms.
  • Your use of the Service complies with all applicable laws, including data-protection, consumer-protection, and telemarketing laws.
  • You will not upload Customer Data containing sensitive categories of personal information (for example, government identifiers, payment card numbers, protected health information, or biometric data) unless we have agreed in writing to support that use.

7.5 Data export

You can export tickets, contacts, and knowledge base articles via the application UI or REST API at any time during an active subscription.

8. Acceptable use

You agree not to, and not to allow any Agent or End-User to:

  • Use the Service to send spam, unsolicited bulk messaging, or content that violates anti-spam laws (CAN-SPAM, CASL, GDPR, etc.).
  • Send threatening, defamatory, fraudulent, infringing, obscene, or otherwise unlawful content.
  • Attempt to gain unauthorized access to the Service, other accounts, computer systems, or networks connected to the Service.
  • Probe, scan, or test the vulnerability of the Service except as expressly authorized in our Vulnerability Disclosure Policy.
  • Reverse engineer, decompile, or attempt to extract the source code of the Service except where this restriction is prohibited by law.
  • Use the Service to build a competing product, or copy any feature, function, or graphic of the Service for that purpose.
  • Interfere with or disrupt the integrity or performance of the Service, or the data contained therein.
  • Bypass or disable any security feature, rate limit, or usage-monitoring mechanism.
  • Use automated means (other than our API used in compliance with rate limits) to access or scrape the Service.
  • Resell, sublicense, or otherwise commercially exploit the Service unless permitted by a separate written agreement.

We may, at our discretion, investigate suspected violations and take appropriate action, including removing content, suspending or terminating Accounts, and reporting to law-enforcement.

9. AI features

SupportCore includes AI features that generate suggested replies, draft knowledge base articles, and operate the AI chat bot. These features are powered by third-party AI providers, currently OpenAI. By enabling AI features, you authorize us to send relevant Customer Data to those providers strictly for the purpose of generating outputs for your workspace.

  • AI outputs may be inaccurate, incomplete, or otherwise unsuitable. You are responsible for reviewing AI outputs before sending them.
  • We do not guarantee that AI outputs will be unique, original, or free of similarity to outputs generated for other customers.
  • We do not, and our AI sub-processors do not, use Customer Data to train foundation models.
  • Workspace administrators can disable AI features at any time. AI usage is metered and billed as described on our pricing page.

10. Third-party integrations

The Service can be connected to third-party tools (Jira, Slack, HubSpot, Shopify, GitHub, Zapier, and others). Those services are operated independently of SupportCore. Your use of a third-party service is governed by that provider's terms and privacy policy, and we are not responsible for any third-party service's availability, accuracy, or treatment of your data.

If a third-party service ceases to be available or changes its functionality, we may discontinue or modify the corresponding integration without liability.

11. Beta features

We may make pre-release ("beta," "preview," or "experimental") features available. Beta features are provided as is and without warranty of any kind. We may change, withdraw, or charge for them in the future. Beta features are excluded from any service-level commitment.

12. Intellectual property

We and our licensors own all right, title, and interest in and to the Service, the underlying software, the SupportCore name and marks, the look and feel of our websites, and all related intellectual property rights. Except for the limited rights expressly granted in these Terms, no rights are transferred to you.

You retain ownership of Customer Data, your trademarks, your branding assets, and any custom CSS, prompts, or templates you create within the Service.

13. Feedback

If you provide feedback, suggestions, or ideas about the Service, you grant us a perpetual, irrevocable, worldwide, royalty-free license to use that feedback for any purpose, without obligation or compensation to you. We may incorporate it into the Service without attribution.

14. Confidentiality

Each party may disclose confidential information to the other in connection with these Terms. Each party agrees to use the other's confidential information only to perform under these Terms, to protect it with the same care it uses to protect its own confidential information (and in no event less than reasonable care), and not to disclose it to third parties except to its personnel and contractors with a need to know who are bound by confidentiality obligations.

Confidential information does not include information that is publicly available without breach of these Terms, was already known to the recipient without confidentiality restrictions, is independently developed without use of the other's confidential information, or is rightfully obtained from a third party without restriction.

15. Suspension and termination

15.1 Suspension

We may suspend the Service or your access to it (in whole or in part) if (a) your account is overdue, (b) we reasonably believe your use of the Service threatens the security, integrity, or availability of the Service or others, (c) we reasonably suspect a violation of these Terms, or (d) we are required to do so by law.

15.2 Termination by you

You may terminate your Account at any time as described in Section 6.

15.3 Termination by us

We may terminate these Terms and your Account on at least 30 days' written notice for convenience, or immediately for cause if you materially breach these Terms and fail to cure within 15 days of notice (or immediately, if cure is not reasonably possible).

15.4 Effect of termination

Upon termination, your right to access the Service ceases. Surviving provisions include Sections 7.1, 12, 13, 14, 16, 17, 18, 20, 22, and any other provisions that by their nature should survive.

16. Disclaimer of warranties

EXCEPT AS EXPRESSLY PROVIDED IN A SEPARATE SIGNED AGREEMENT, THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE." TO THE MAXIMUM EXTENT PERMITTED BY LAW, WE DISCLAIM ALL WARRANTIES, EXPRESS, IMPLIED, OR STATUTORY, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, AND ANY WARRANTIES ARISING FROM COURSE OF DEALING OR TRADE USAGE. WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, SECURE, OR FREE FROM HARMFUL COMPONENTS, OR THAT IT WILL MEET YOUR REQUIREMENTS.

17. Limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW:

  • NEITHER PARTY WILL BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, COVER, OR PUNITIVE DAMAGES, OR FOR ANY LOSS OF PROFITS, REVENUE, GOODWILL, USE, OR DATA, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
  • EACH PARTY'S AGGREGATE LIABILITY ARISING OUT OF OR RELATING TO THESE TERMS WILL NOT EXCEED THE AMOUNTS YOU PAID OR OWED TO US FOR THE SERVICE IN THE TWELVE (12) MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM, OR ONE HUNDRED US DOLLARS (USD $100), WHICHEVER IS GREATER.

These limitations apply regardless of the form of action, whether in contract, tort (including negligence), strict liability, or otherwise. They form an essential basis of the bargain between the parties.

Some jurisdictions do not allow the exclusion of certain warranties or limitations on liability; in those jurisdictions, our liability will be limited to the maximum extent permitted.

18. Indemnification

18.1 By you

You will defend, indemnify, and hold us and our affiliates harmless from and against any third-party claim, damages, liabilities, costs, and expenses (including reasonable attorneys' fees) arising out of or related to (a) your or any Agent's use of the Service in violation of these Terms or applicable law, (b) Customer Data or any content you transmit through the Service, or (c) your violation of any third-party right, including any intellectual property or privacy right.

18.2 By us

We will defend you against any third-party claim that the Service, when used in accordance with these Terms, infringes that third party's US patent, copyright, or trademark, and pay damages finally awarded against you (or any settlement we approve), provided you (i) promptly notify us of the claim, (ii) give us sole control over the defense and settlement, and (iii) provide reasonable cooperation. If a claim is made or appears likely, we may at our option (a) modify the Service to be non-infringing, (b) obtain a license, or (c) terminate the affected portion of the Service and refund pre-paid fees for the unused term. This Section states our sole liability for infringement claims.

19. Force majeure

Neither party is liable for any failure or delay in performance (other than payment obligations) caused by events beyond its reasonable control, including acts of God, natural disasters, war, terrorism, civil unrest, government action, labor disputes, internet or telecommunications failures, or pandemics.

20. Governing law and disputes

These Terms are governed by the laws of the State of Delaware, USA, without regard to its conflict-of-laws principles. Any dispute arising out of or relating to these Terms will be brought exclusively in the state or federal courts located in Delaware, and each party consents to the personal jurisdiction of those courts.

EACH PARTY WAIVES ANY RIGHT TO A JURY TRIAL AND TO PARTICIPATE IN A CLASS ACTION. The United Nations Convention on Contracts for the International Sale of Goods does not apply.

21. Changes to these Terms

We may modify these Terms from time to time. If we make material changes, we will notify you by email or in-app notice at least 30 days before they take effect. Continued use of the Service after the effective date constitutes acceptance. If you do not agree, you must stop using the Service before the changes take effect.

22. General

  • Entire agreement. These Terms, together with our Privacy Policy, our Data Processing Addendum (where applicable), and any Order Form, constitute the entire agreement between the parties on this subject and supersede all prior or contemporaneous communications.
  • Assignment. You may not assign these Terms without our prior written consent. We may assign these Terms in connection with a merger, acquisition, reorganization, or sale of all or substantially all of our assets.
  • No waiver. No waiver of any provision is effective unless in writing. A failure to enforce a right is not a waiver of that right.
  • Severability. If any provision is found unenforceable, the remaining provisions remain in full force.
  • Notices. Notices to you may be sent to the email address associated with your Account. Notices to us must be sent to [email protected].
  • Independent contractors. The parties are independent contractors. Nothing in these Terms creates a partnership, agency, joint venture, or employment relationship.
  • US Government end-users. The Service is "commercial computer software" within the meaning of FAR 12.212 and DFARS 227.7202.
  • Export. You will comply with all applicable export-control and sanctions laws.

23. Contact

For questions about these Terms, contact us at [email protected].