Terms of Service

1. Agreement to Terms

These Terms of Service (“Terms”) constitute a legally binding agreement between you (either an individual or an entity, “you” or “Customer”) and SupportSeal (“SupportSeal,” “we,” “us,” or “our”) governing your access to and use of the SupportSeal platform, including our website, applications, and services (collectively, the “Service”).

By accessing or using the Service, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree to these Terms, you must not access or use the Service.

2. Description of Service

SupportSeal is an AI-powered customer support platform designed for businesses, SaaS developers, and support teams. The Service provides:

• Email Integration: Multi-provider email account connection and synchronization with Gmail and Microsoft Outlook/Office 365
• AI-Powered Email Processing: Automated email analysis, categorization, sentiment analysis, urgency detection, and intelligent response generation using advanced artificial intelligence models
• Support Ticket Management: Comprehensive email thread and ticket tracking with status management, priority levels, and assignment capabilities
• Knowledge Base: Document and knowledge snippet management for contextual AI processing
• Human-in-the-Loop Workflows: Review, approve, edit, and provide feedback on AI-generated content before sending
• Project Management: Multi-project support for managing customer support across different products or clients
• Reply Generation: AI-suggested responses with customizable tone, templates, and personalization
• File Attachments: Ability to attach files to email responses
• Analytics and Insights: Performance metrics, AI confidence scoring, and customer interaction analytics
• API Access: Programmatic access to platform features (available on select plans)
• Custom AI Agents: Advanced AI customization and training capabilities (available on select plans)
• Team Collaboration: Multi-user access with role-based permissions (available on select plans)

3. Account Registration and Security

3.1 Account Creation

To use the Service, you must create an account by providing accurate, current, and complete information. You represent and warrant that:

• You are at least 18 years of age or the age of majority in your jurisdiction
• You have the legal capacity to enter into binding contracts
• All registration information you provide is truthful and accurate
• You will maintain the accuracy of such information

3.2 Account Security

You are responsible for maintaining the confidentiality of your account credentials and are fully responsible for all activities that occur under your account. You agree to:

• Use strong passwords and keep them confidential
• Immediately notify us of any unauthorized use of your account
• Not share your account credentials with any third party
• Be responsible for all actions taken using your account

3.3 Email Account Authorization

By connecting your email accounts (Gmail, Outlook, etc.) to SupportSeal, you authorize us to access, process, and manage emails on your behalf through OAuth 2.0 authentication. You represent that you have the necessary permissions to grant us access to these accounts.

4. Subscription Plans and Billing

4.1 Subscription Tiers

SupportSeal offers multiple subscription tiers with varying features, limits, and pricing. Current subscription tiers include:

• Free Trial: 14-day trial period with limited features for evaluation purposes
• Starter: Basic plan for solo entrepreneurs and small businesses
• Professional: Advanced features for growing businesses with higher volume needs
• Business: Comprehensive features including custom AI agents, integrations, and white-label options
• Enterprise: Unlimited usage with dedicated support, SLA guarantees, and custom solutions

Detailed plan features, limits, and current pricing are available on our website. We reserve the right to modify plans, features, and pricing with advance notice.

4.2 Billing and Payment

Subscription fees are billed in advance on a monthly or annual basis, depending on your selected billing interval. You agree to:

• Provide current, complete, and accurate billing information
• Update payment information promptly if it changes
• Pay all applicable fees and charges
• Be responsible for all taxes associated with your use of the Service

All payments are processed securely through our third-party payment processor (Stripe). By providing payment information, you authorize us to charge your payment method for applicable fees.

4.3 Usage Limits and Overages

Each subscription tier includes specific usage limits for:

• Number of emails processed per month
• Number of projects
• Number of email accounts per project
• Number of team members
• API calls (where applicable)

If you exceed your plan’s email processing limit, overage charges may apply at the rates specified in your subscription tier. Overage charges will be billed at the end of your billing cycle. You will receive notifications when approaching and exceeding usage limits.

4.4 Free Trial

New customers may be eligible for a 14-day free trial. During the trial period:

• You have access to Service features with trial-tier limitations
• No payment method is required to start the trial (if applicable)
• The trial automatically expires after 14 days unless you subscribe to a paid plan
• We reserve the right to limit or deny free trials to prevent abuse

4.5 Plan Changes

You may upgrade or downgrade your subscription tier at any time:

• Upgrades: Take effect immediately, and you will be charged a prorated amount for the remainder of your billing cycle
• Downgrades: Take effect at the start of your next billing cycle unless otherwise specified
• If you downgrade to a plan with lower limits and your current usage exceeds the new limits, you may be required to reduce usage or maintain a higher-tier plan

4.6 Cancellation and Refunds

You may cancel your subscription at any time through your account settings or by contacting our support team. Upon cancellation:

• Your access to the Service will continue until the end of your current billing period
• You will not be charged for subsequent billing periods
• No refunds will be provided for partial billing periods except as required by law
• Your data will be retained according to our data retention policy

Refunds may be provided at our sole discretion in cases of billing errors, Service failures, or other exceptional circumstances.

4.7 Failed Payments

If a payment fails:

• We will attempt to process the payment multiple times
• You will receive notifications of failed payment attempts
• Your account may be placed in a grace period (typically 7 days) during which you must update payment information
• If payment is not received by the end of the grace period, your subscription may be suspended or canceled

5. Acceptable Use Policy

5.1 Permitted Use

You agree to use the Service only for lawful purposes and in accordance with these Terms. You may use the Service to:

• Manage and respond to customer support emails
• Process business communications and inquiries
• Automate support workflows with AI assistance
• Collaborate with team members on customer support activities

5.2 Prohibited Activities

You agree NOT to use the Service for any of the following prohibited activities:

• Spam or Unsolicited Communications: Sending spam, bulk unsolicited emails, marketing emails without consent, or any form of unwanted communications
• Illegal Activities: Any activity that violates laws, regulations, or rights of others, including but not limited to fraud, harassment, defamation, or privacy violations
• Malicious Content: Distributing malware, viruses, phishing attempts, or other harmful code or content
• Impersonation: Impersonating any person or entity, or falsely representing your affiliation with any person or entity
• Service Abuse: Attempting to overwhelm, exploit, or interfere with the Service through excessive requests, scraping, or denial-of-service attacks
• Circumvention: Attempting to bypass usage limits, security measures, authentication mechanisms, or payment requirements
• Unauthorized Access: Accessing or attempting to access accounts, systems, or data that you are not authorized to access
• Reverse Engineering: Reverse engineering, decompiling, or attempting to derive source code from the Service
• Competitive Analysis: Using the Service to develop competing products or services
• Harmful Content: Processing or transmitting content that is illegal, offensive, threatening, abusive, hateful, or promotes violence or discrimination

5.3 Email Provider Compliance

You must comply with the terms of service and acceptable use policies of any email providers you connect to SupportSeal, including but not limited to Google Gmail and Microsoft Outlook. Violation of email provider policies may result in termination of your access to the Service.

5.4 Enforcement

We reserve the right to investigate suspected violations of these Terms. If we determine that you have violated these Terms, we may:

• Issue a warning
• Suspend or restrict your access to specific features
• Suspend or terminate your account
• Report illegal activities to law enforcement
• Take legal action to protect our rights and the rights of others

6. AI Services and Generated Content

6.1 AI-Powered Features

SupportSeal uses artificial intelligence and machine learning technologies to provide automated email analysis, categorization, sentiment detection, reply generation, and other intelligent features. You acknowledge and agree that:

• AI-generated content is provided as suggestions and recommendations, not as definitive or guaranteed responses
• AI models may occasionally produce inaccurate, incomplete, or inappropriate content
• You are solely responsible for reviewing, editing, and approving all AI-generated content before sending it to customers
• We do not guarantee the accuracy, completeness, or appropriateness of AI-generated content for your specific use case
• AI performance may vary based on the quality and quantity of training data, context, and other factors

6.2 Human-in-the-Loop Requirement

Our Service is designed with human oversight in mind. You agree to:

• Review AI-generated suggestions before sending responses to customers
• Verify the accuracy and appropriateness of AI-generated content
• Make necessary edits or corrections to AI-generated content
• Not rely solely on AI without human judgment and oversight

6.3 AI Training and Improvement

To improve our AI models and Service quality, we may use aggregated and anonymized data from your use of the Service. We will not use your confidential customer data or personally identifiable information for AI training without your explicit consent.

6.4 Your Responsibility for Content

You are solely responsible for all content you send through the Service, whether generated by AI or written manually. This includes ensuring that:

• Content is accurate and truthful
• Content complies with applicable laws and regulations
• Content does not infringe on intellectual property rights
• Content is appropriate for your recipients

7. Data Processing and Privacy

7.1 Privacy Policy

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

7.2 Data Processing

By using the Service, you authorize us to:

• Access and process emails from your connected email accounts
• Store email metadata, content, and attachments on our secure servers
• Process email content through AI models for analysis and reply generation
• Maintain logs and audit trails of Service usage
• Use data to provide, maintain, and improve the Service

7.3 Data Security

We implement industry-standard security measures to protect your data, including:

• Encryption of data in transit and at rest
• Secure OAuth 2.0 authentication for email account access
• Regular security audits and updates
• Access controls and authentication mechanisms
• Monitoring and logging of suspicious activities

However, no system is completely secure. You acknowledge that you use the Service at your own risk and that we cannot guarantee absolute security.

7.4 Data Retention and Deletion

We retain your data for as long as your account is active or as needed to provide the Service. Upon account cancellation or termination:

• Your data will be retained for a reasonable period (typically 30-90 days) to allow for reactivation
• After the retention period, your data will be permanently deleted
• You may request immediate data deletion by contacting our support team
• Some data may be retained longer as required by law or for legitimate business purposes (e.g., billing records, audit logs)

7.5 Your Data Rights

You have the right to:

• Access your data stored in the Service
• Export your data in machine-readable formats
• Request correction of inaccurate data
• Request deletion of your data (subject to legal retention requirements)
• Withdraw consent for data processing (which may limit Service functionality)

8. Intellectual Property Rights

8.1 Our Intellectual Property

The Service, including all software, algorithms, designs, text, graphics, logos, and other content (excluding your content), is owned by SupportSeal and is protected by intellectual property laws. You are granted a limited, non-exclusive, non-transferable, revocable license to use the Service in accordance with these Terms.

You may not:

• Copy, modify, or create derivative works of the Service
• Reverse engineer or attempt to extract source code
• Remove or alter any proprietary notices
• Use our trademarks, logos, or branding without written permission

8.2 Your Content

You retain all ownership rights to content you submit, upload, or transmit through the Service (“Your Content”), including emails, knowledge base documents, customer data, and other materials.

By using the Service, you grant us a limited, worldwide, non-exclusive, royalty-free license to:

• Store, process, and transmit Your Content to provide the Service
• Create backups and derivative works necessary to provide the Service
• Use aggregated and anonymized data for Service improvement and analytics

This license terminates when you delete Your Content or terminate your account, subject to reasonable data retention periods.

8.3 Feedback

If you provide feedback, suggestions, or ideas about the Service, you grant us an unrestricted, perpetual, irrevocable, royalty-free license to use, modify, and incorporate such feedback into the Service without compensation or attribution.

9. Third-Party Services and Integrations

9.1 Email Providers

The Service integrates with third-party email providers (Google Gmail, Microsoft Outlook) through their official APIs. Your use of these integrations is subject to the respective provider’s terms of service and privacy policies. We are not responsible for the actions, policies, or service availability of these third-party providers.

9.2 Payment Processing

Payment processing is handled by Stripe, a third-party payment processor. Your payment information is transmitted directly to Stripe and is subject to Stripe’s terms and privacy policy. We do not store complete credit card information on our servers.

9.3 AI Models

The Service may utilize third-party AI models and services (such as Google Gemini) to provide intelligent features. Your use of these AI capabilities is subject to the respective AI provider’s terms and usage policies.

9.4 Other Integrations

The Service may offer integrations with additional third-party services. Use of these integrations is optional and subject to the third party’s terms and conditions.

10. Warranties and Disclaimers

10.1 Service Availability

We strive to maintain high Service availability but do not guarantee uninterrupted or error-free operation. The Service may be temporarily unavailable due to:

• Scheduled maintenance and updates
• Technical issues or system failures
• Third-party service outages
• Network connectivity problems
• Force majeure events

10.2 Disclaimer of Warranties

THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE” WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO:

• Implied warranties of merchantability
• Fitness for a particular purpose
• Non-infringement
• Accuracy, reliability, or quality of service
• Uninterrupted or error-free operation
• Accuracy of AI-generated content or predictions

We do not warrant that the Service will meet your specific requirements or that any errors or defects will be corrected.

10.3 No Professional Advice

The Service provides automated assistance and suggestions but does not constitute professional advice. You should not rely solely on AI-generated content for important business decisions or sensitive customer interactions without independent verification.

11. Limitation of Liability

11.1 Exclusion of Damages

TO THE MAXIMUM EXTENT PERMITTED BY LAW, IN NO EVENT SHALL SUPPORTSEAL, ITS OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, OR AFFILIATES BE LIABLE FOR:

• Indirect, incidental, special, consequential, or punitive damages
• Loss of profits, revenue, data, or business opportunities
• Loss of goodwill or reputation
• Service interruptions or unavailability
• Errors or inaccuracies in AI-generated content
• Unauthorized access to or alteration of your data
• Actions of third-party service providers
• Any other matter relating to the Service

This exclusion applies regardless of the legal theory (contract, tort, negligence, or otherwise) and whether or not we have been advised of the possibility of such damages.

11.2 Liability Cap

TO THE MAXIMUM EXTENT PERMITTED BY LAW, OUR TOTAL LIABILITY TO YOU FOR ALL CLAIMS ARISING OUT OF OR RELATING TO THESE TERMS OR THE SERVICE SHALL NOT EXCEED THE GREATER OF:

• The amount you paid us in the 12 months preceding the claim, or
• $100 USD

11.3 Exceptions

Some jurisdictions do not allow the exclusion or limitation of certain warranties or liabilities. In such jurisdictions, our liability will be limited to the maximum extent permitted by law.

11.4 Enterprise SLA

Enterprise customers with an executed Service Level Agreement (SLA) are subject to the specific terms and remedies outlined in their SLA, which may supersede certain provisions of this section.

12. Indemnification

You agree to indemnify, defend, and hold harmless SupportSeal, its officers, directors, employees, agents, and affiliates from and against any and all claims, liabilities, damages, losses, costs, expenses, or fees (including reasonable attorneys’ fees) arising from:

• Your use or misuse of the Service
• Your violation of these Terms
• Your violation of any law or regulation
• Your violation of any third-party rights, including intellectual property rights
• Content you submit, transmit, or process through the Service
• Your customer data or customer interactions
• Unauthorized access to your account resulting from your failure to maintain security

We reserve the right to assume exclusive defense and control of any matter subject to indemnification, in which case you agree to cooperate with our defense of such claim.

13. Term and Termination

13.1 Term

These Terms commence when you first access or use the Service and continue until terminated by either party as described herein.

13.2 Termination by You

You may terminate these Terms at any time by:

• Canceling your subscription through your account settings
• Contacting our support team to request account deletion
• Ceasing all use of the Service

13.3 Termination by Us

We may suspend or terminate your access to the Service immediately, without prior notice, if:

• You violate these Terms or our policies
• Your account is used for fraudulent or illegal activities
• Your payment fails and is not resolved within the grace period
• We are required to do so by law or court order
• We discontinue the Service (with reasonable notice)

13.4 Effect of Termination

Upon termination:

• Your right to access and use the Service immediately ceases
• You will no longer be charged for the Service
• Your data will be retained according to our data retention policy
• You remain liable for all charges incurred prior to termination
• Provisions that by their nature should survive termination shall survive

14. Changes to Terms and Service

14.1 Modifications to Terms

We reserve the right to modify these Terms at any time. When we make material changes:

• We will update the “Last Updated” date at the top of these Terms
• We will notify you via email or through the Service
• We will provide reasonable advance notice before changes take effect

Your continued use of the Service after changes take effect constitutes acceptance of the modified Terms. If you do not agree to the changes, you must stop using the Service and cancel your subscription.

14.2 Service Modifications

We may modify, suspend, or discontinue any aspect of the Service at any time, including:

• Features and functionality
• User interface and design
• APIs and integrations
• Subscription plans and pricing

We will provide reasonable notice of material changes that adversely affect your use of the Service.

15. General Provisions

15.1 Governing Law

These Terms shall be governed by and construed in accordance with the laws of The European Union, Germany, without regard to its conflict of law provisions.

15.2 Dispute Resolution

Any disputes arising out of or relating to these Terms or the Service shall be resolved through:

• Good faith negotiations between the parties
• If negotiations fail, binding arbitration in accordance with SupportSeal’s Arbitration Rules, unless prohibited by applicable law
• Either party may seek injunctive relief in court to protect intellectual property rights

15.3 Entire Agreement

These Terms, together with our Privacy Policy and any other agreements referenced herein, constitute the entire agreement between you and SupportSeal regarding the Service and supersede all prior agreements and understandings.

15.4 Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect.

15.5 Waiver

No waiver of any provision of these Terms shall be deemed a further or continuing waiver of such provision or any other provision.

15.6 Assignment

You may not assign or transfer these Terms or your rights under these Terms without our prior written consent. We may assign these Terms without restriction.

15.7 Force Majeure

We shall not be liable for any failure or delay in performing our obligations under these Terms due to circumstances beyond our reasonable control, including but not limited to acts of God, natural disasters, war, terrorism, labor disputes, or government actions.

15.8 Export Compliance

You agree to comply with all applicable export and import laws and regulations. You represent that you are not located in a country subject to a U.S. government embargo or designated as a “terrorist supporting” country.

15.9 Notices

Notices to you may be sent to the email address associated with your account and shall be deemed delivered 24 hours after sending. Notices to us should be sent to:

SupportSeal
Email: tim@supportseal.com
Wilhelmstraße 17
74072 Heilbronn
Germany

16. Contact Information

If you have any questions, concerns, or feedback about these Terms or the Service, please contact us:

• Email: tim@supportseal.com
• Support: tim@supportseal.com
• Website: https://supportseal.com