Terms of Service - TicketMind

1. Acceptance of Terms

By accessing or using TicketMind ("Service"), you agree to be bound by these Terms of Service ("Terms"). If you are entering into these Terms on behalf of a company or other legal entity, you represent that you have authority to bind that entity. If you do not agree to these Terms, do not use the Service. These Terms constitute a binding agreement between your organization ("Customer") and TicketMind.

2. Description of Service

TicketMind is an agentic AI-powered support automation platform that integrates with your existing ticketing systems and data sources to assist support teams by drafting responses, diagnosing issues, and surfacing insights.

Human-in-the-loop design: All AI-generated content is posted as internal notes within your ticketing system. No AI-generated content is sent directly to your customers. Your support team reviews and approves every response before it reaches any customer. You retain full control over all customer communications at all times.

The Service includes access to the web application, API, analytics dashboard, knowledge base ingestion, and integrations with supported third-party platforms. Features available to you depend on your subscription plan.

3. Eligibility and Account Registration

The Service is intended for use by businesses and their authorized employees. You must be at least 18 years old and authorized to act on behalf of the organization you represent. When registering, you agree to:

Provide accurate, current, and complete information
Maintain and promptly update your account information
Keep login credentials secure and confidential
Accept responsibility for all activities under your account
Notify us immediately of any unauthorized access or suspected security breach
Not share account credentials with unauthorized individuals

4. Free Trial

New accounts receive a 30-day free trial of the Standard plan. No credit card is required to start a trial. During the trial, you may:

Connect one supported ticketing system (Zendesk or Jira Service Management)
Ingest up to 5 GB of documentation and knowledge base content
Use up to 300 AI-assisted ticket resolutions
Access analytics and agent reasoning visibility

At the end of the 30-day trial, your account enters a suspended state unless you subscribe to a paid plan. AI processing pauses, but your configuration, integrations, and historical data remain accessible. We will not charge you automatically at trial end. You must affirmatively subscribe to continue AI processing.

5. Subscription Plans and Payment

Paid access to the Service is available under the following plans:

Standard Plan: $799 per month, billed monthly. Includes up to 300 AI-assisted ticket resolutions per month, one ticketing system integration, standard data connectors, and up to 5 GB knowledge base storage.
Enterprise Plan: Custom pricing. Contact us at sales@ticketmind.ai for details. Includes higher or unlimited usage, multiple ticketing system integrations, enterprise data connectors, advanced governance features, and dedicated support.

By subscribing to a paid plan, you agree to:

Pay all applicable fees as described in your selected plan
Provide valid payment information and maintain its accuracy
Authorize us to charge your payment method on a recurring monthly basis
Accept that subscription fees are non-refundable except as required by law

Usage limits: Standard plan customers are notified when they approach their monthly ticket quota. If the quota is reached before the end of the billing period, AI processing pauses until the next billing cycle or until you upgrade to Enterprise.

Price changes: We reserve the right to modify pricing with 30 days' advance written notice. Continued use of the Service after the effective date of a price change constitutes your acceptance of the new pricing.

6. Your Data

You retain full ownership of all data you submit to the Service, including support ticket data, knowledge base content, customer data, and data from connected third-party systems ("Your Data").

By using the Service, you grant TicketMind a limited, non-exclusive license to access, process, and store Your Data solely to:

Provide the Service to you as described in these Terms
Generate AI-assisted ticket responses and internal notes
Index and retrieve knowledge base content
Generate analytics, reports, and performance insights for your organization
Operate and maintain the technical infrastructure of the Service

We do not use Your Data to train AI models. Your tickets, customer data, and connected databases are used exclusively to generate responses for your organization. We do not share Your Data with LLM providers for training purposes. Your data stays yours.

You are responsible for ensuring you have the legal right to submit any data to the Service, including obtaining any required consents from your customers or end users whose data may be included in support tickets or connected systems.

7. Acceptable Use

You agree not to use the Service to:

Violate any applicable law, regulation, or third-party rights
Attempt to gain unauthorized access to any part of the Service or its infrastructure
Interfere with, disrupt, or degrade the performance of the Service
Upload or transmit malicious code, viruses, or harmful data
Scrape, data mine, or systematically extract data from the Service outside of normal use
Reverse engineer, decompile, or attempt to extract source code from the Service
Use the Service to send spam, unsolicited communications, or misleading content
Impersonate any person or entity, or misrepresent your affiliation
Circumvent usage limits, access controls, or billing mechanisms
Use the Service in a way that violates the privacy rights of your customers or end users
Resell, sublicense, or provide access to the Service to third parties without our written consent

8. Third-Party Integrations

The Service integrates with third-party platforms including but not limited to Zendesk, Jira Service Management, Salesforce Service Cloud, ServiceNow, PostgreSQL, MySQL, MongoDB, ClickHouse, Oracle, Databricks, Snowflake, BigQuery, Confluence, and other services ("Third-Party Services").

Your use of these integrations is subject to the respective third parties' terms of service and privacy policies. You are responsible for maintaining valid credentials and complying with the terms of those services.

TicketMind connects to third-party systems with read-only access where technically possible and does not modify, delete, or overwrite data in connected systems except where explicitly required to deliver the Service (e.g., posting internal notes to your ticketing system). We are not responsible for the availability, accuracy, or actions of third-party services.

9. AI-Generated Content and Human Review

The Service uses artificial intelligence and large language models to generate draft responses and diagnostic notes. You acknowledge that:

AI-generated content may contain errors, inaccuracies, or incomplete information
All AI-generated content is delivered as internal notes within your ticketing system and is not sent directly to customers
Your support team is responsible for reviewing, modifying, approving, or rejecting AI-generated content before any customer communication
TicketMind is not liable for any customer-facing communications that incorporate AI-generated content without appropriate review

You agree that your organization will establish appropriate review processes to ensure AI-generated content is accurate, appropriate, and compliant before it is shared with customers.

10. Data Security

TicketMind implements commercially reasonable technical and organizational security measures, including:

Encryption of data in transit and at rest
Per-organization data isolation — each customer's data is stored in a dedicated environment
Read-only access to connected third-party systems where technically possible
Full audit logging of all AI actions and data access
Access controls and authentication requirements

Enterprise customers may additionally deploy TicketMind in a private VPC or on-premise environment. Notwithstanding the foregoing, no security measure is perfect, and TicketMind cannot guarantee absolute security.

11. Confidentiality

Each party ("Receiving Party") agrees to keep confidential all non-public information of the other party ("Disclosing Party") that is marked as confidential or that reasonably should be understood to be confidential given the nature of the information ("Confidential Information").

Your Data, including support tickets, customer data, and business data you connect to the Service, is treated as your Confidential Information. TicketMind will not disclose your Confidential Information to any third party except as necessary to provide the Service or as required by law, and will use commercially reasonable measures to protect it.

12. Intellectual Property

The Service, including all software, algorithms, interfaces, documentation, and related materials, is owned by TicketMind and protected by applicable intellectual property laws. You receive a limited, non-exclusive, non-transferable license to access and use the Service during your subscription term solely for your internal business operations.

You retain all intellectual property rights in Your Data. TicketMind does not claim ownership of any AI-generated responses produced using Your Data. Any feedback, suggestions, or ideas you provide about the Service may be used by TicketMind without obligation to you.

13. Service Availability

TicketMind strives to maintain high availability but does not guarantee uninterrupted access. We may suspend or perform maintenance on the Service at any time. We will provide reasonable advance notice of planned maintenance when possible. Unplanned outages, force majeure events, or third-party service failures are excluded from any availability commitments. Enterprise SLAs, where applicable, are governed by separate written agreements.

14. Disclaimer of Warranties

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. TICKETMIND DOES NOT WARRANT THAT (A) THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR SECURE; (B) AI-GENERATED CONTENT WILL BE ACCURATE, COMPLETE, OR SUITABLE FOR ANY PARTICULAR PURPOSE; OR (C) ANY ERRORS OR DEFECTS WILL BE CORRECTED.

15. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW:

TICKETMIND SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, REVENUE, DATA, BUSINESS, OR GOODWILL, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
TICKETMIND'S TOTAL CUMULATIVE LIABILITY ARISING OUT OF OR RELATED TO THESE TERMS OR THE SERVICE SHALL NOT EXCEED THE TOTAL FEES PAID BY YOU TO TICKETMIND IN THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM.
TICKETMIND IS NOT LIABLE FOR ANY DAMAGES ARISING FROM YOUR FAILURE TO REVIEW AI-GENERATED CONTENT BEFORE SENDING IT TO CUSTOMERS, OR FOR DECISIONS MADE BY YOUR TEAM BASED ON AI-GENERATED RESPONSES OR ANALYTICS.

Some jurisdictions do not allow exclusion of implied warranties or limitation of liability for certain types of damages, so some of the above limitations may not apply to you.

16. Indemnification

You agree to indemnify, defend, and hold harmless TicketMind and its officers, directors, employees, contractors, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or in connection with: (a) your use of the Service in violation of these Terms; (b) Your Data, including any claim that Your Data infringes or violates any third-party rights; (c) your violation of any applicable law or regulation; or (d) any customer-facing communication that incorporates AI-generated content that your team approved and sent.

17. Term, Termination, and Data Retention

Termination by you: You may cancel your subscription at any time by contacting us at support@ticketmind.ai. Cancellation takes effect at the end of the current billing period. No partial-month refunds are provided.

Termination by TicketMind: We may suspend or terminate your account immediately if you materially breach these Terms, fail to pay applicable fees, engage in fraudulent activity, or if required by law.

Effect of termination: Upon termination, your right to access the Service ceases immediately. We will retain your data for 30 days after account termination to allow you to request an export, after which it will be deleted or anonymized.

Inactivity: Accounts that are inactive for more than 180 days (with no active subscription and no logins) may be permanently deleted after advance notification to the email address on file.

18. Governing Law and Disputes

These Terms are governed by and construed in accordance with the laws of the State of California, United States, without regard to its conflict of law provisions.

Before initiating formal legal action, each party agrees to attempt to resolve any dispute informally by contacting the other party. If a dispute cannot be resolved informally within 30 days, it shall be resolved by binding arbitration administered by the American Arbitration Association (AAA) under its Commercial Arbitration Rules, except that either party may seek injunctive or other equitable relief in any court of competent jurisdiction.

Any arbitration or legal proceeding shall be conducted in San Francisco, California. You agree to resolve disputes with TicketMind individually and not as part of a class action.

19. Changes to Terms

We reserve the right to modify these Terms at any time. For material changes, we will provide at least 30 days' notice by email or by posting a notice in the Service. Your continued use of the Service after the effective date of any modification constitutes your acceptance of the updated Terms. If you do not agree to the modified Terms, you must stop using the Service and cancel your subscription before the effective date.

20. General

Entire Agreement: These Terms, together with our Privacy Policy and any order forms or written agreements, constitute the entire agreement between you and TicketMind regarding the Service and supersede all prior agreements.

Severability: If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.

Waiver: Failure to enforce any provision of these Terms does not constitute a waiver of that provision.

Assignment: You may not assign these Terms or your account without our prior written consent. We may assign these Terms in connection with a merger, acquisition, or sale of assets.

21. Contact Information

If you have questions about these Terms, please contact us:

Email: support@ticketmind.ai