Terms of Service

1. Agreement to these terms

These Terms of Service ("Terms") form a binding agreement between you and Skyrion Labs Private Limited ("Skyrion Labs", "we", "us"), a private limited company incorporated in India (CIN U62099UT2026PTC021778), governing your access to and use of the SupportIQ website and application (together, the "Service").

By creating an account, accessing the Service, or clicking to accept these Terms, you agree to be bound by them. 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, and "you" refers to that entity.

If you do not agree to these Terms, you must not use the Service.

2. The Service

SupportIQ is a software-as-a-service platform that indexes documentation and support content you provide, generates answers to customer questions from that content, and assists your support agents with drafted replies across supported channels.

We provide the Service on a subscription basis according to the plan you select. We may modify, add to, or discontinue features over time. Where we discontinue a feature that is material to your use of the Service, we will provide at least 30 days’ notice to account holders.

Certain features are available only on specific plans, as described on our pricing page at the time of purchase.

3. Accounts and eligibility

You must be at least 18 years old and capable of forming a binding contract to use the Service. The Service is intended for business use.

You are responsible for:

• Providing accurate and complete registration information and keeping it current.
• Maintaining the confidentiality of your account credentials and all activity that occurs under your account.
• Notifying us promptly at support@skyrionlabs.com if you become aware of any unauthorised access or use.
• Ensuring that everyone you invite to your workspace complies with these Terms.

4. Acceptable use

You must not, and must not permit anyone else to:

• Use the Service in violation of any applicable law or regulation.
• Upload content you do not have the right to use, including content that infringes intellectual property or privacy rights.
• Upload malware, or attempt to gain unauthorised access to the Service, other accounts, or our infrastructure.
• Reverse engineer, decompile, or attempt to extract the source code or underlying models of the Service, except to the extent this restriction is prohibited by applicable law.
• Resell, sublicense, or provide the Service to third parties as a standalone product, other than as expressly permitted under an Enterprise agreement.
• Use the Service to generate content that is unlawful, deceptive, harassing, or that impersonates another person or entity.
• Circumvent usage limits, or use automated means to place disproportionate load on the Service.
• Use the Service to make automated decisions that produce legal or similarly significant effects on an individual without meaningful human review.

We may suspend access without prior notice where we reasonably believe there is a material breach of this section, a security risk, or a legal requirement to do so. We will notify you and, where practicable, give you an opportunity to remedy the issue.

5. Your content and our licence to it

You retain all ownership of the documentation, tickets, messages and other material you submit to the Service ("Customer Content"). We claim no ownership over it.

You grant us a limited, non-exclusive, worldwide licence to host, store, index, transmit, process and display Customer Content solely to the extent necessary to provide, secure and support the Service for you. This licence ends when you delete the content or close your account, subject to the retention periods in our Privacy Policy.

We do not use Customer Content to train foundation models, and we do not permit our model providers to do so.

You are responsible for ensuring you have the rights and, where required, the consents necessary to submit Customer Content and to have it processed as described. Where the Service processes personal data on your behalf, our Data Processing Addendum applies and is available on request.

6. AI-generated output

The Service uses machine learning to generate answers and suggested replies ("Output"). You should be aware that:

• Output is generated automatically and may be inaccurate, incomplete or unsuitable for a particular situation, notwithstanding retrieval from your own content.
• Output is not legal, financial, medical or other professional advice, and must not be presented to your customers as such.
• You are responsible for configuring confidence thresholds, escalation rules and human review appropriate to your use case, and for the Output your workspace publishes to your customers.
• Similar or identical Output may be generated for other customers where the underlying question and source material are similar.

As between you and us, and to the extent permitted by law, you own the Output generated for your workspace, subject to your compliance with these Terms.

7. Fees, billing and taxes

• Subscription fees are charged in advance, monthly or annually according to the plan and billing period you select, and are stated in US dollars unless otherwise agreed.
• Usage above your plan’s included message allowance is billed in arrears at the overage rate published for your plan.
• Fees are exclusive of taxes. Goods and Services Tax (GST) is added for Indian customers at the applicable rate. Where you are established outside India, you are responsible for any withholding or local taxes.
• Subscriptions renew automatically for successive periods unless cancelled before the end of the current period.
• Upgrades take effect immediately with a prorated charge. Downgrades and cancellations take effect at the end of the current billing period.

Except where required by law, fees already paid are non-refundable. If a payment fails, we may suspend access after written notice and a reasonable opportunity to cure. We may change our prices on at least 30 days’ notice, effective from your next renewal.

8. Intellectual property

The Service, including its software, interfaces, documentation, trademarks and all related intellectual property, is and remains the exclusive property of Skyrion Labs and its licensors. Nothing in these Terms transfers any ownership to you.

Subject to your compliance with these Terms and payment of applicable fees, we grant you a limited, non-exclusive, non-transferable, revocable right to access and use the Service for your internal business purposes during your subscription term.

If you provide feedback or suggestions, we may use them without restriction or obligation to you.

9. Third-party services

The Service integrates with third-party platforms such as helpdesks, commerce platforms and messaging providers. Your use of those platforms is governed by their own terms and privacy policies, and we are not responsible for their availability, content or practices.

Enabling an integration authorises us to exchange data with that platform to the extent needed to provide the integration. Disabling it stops that exchange going forward.

10. Service availability and support

We aim to keep the Service available at all times but do not guarantee uninterrupted operation on standard plans. Planned maintenance is scheduled outside peak hours where practicable, with advance notice for anything expected to cause material disruption.

Support response targets vary by plan, as described on our pricing page. Contractual uptime commitments and remedies are available only under a separately agreed Enterprise service level agreement.

11. Disclaimers

The Service is provided "as is" and "as available". To the maximum extent permitted by applicable law, we disclaim all warranties, whether express, implied or statutory, including implied warranties of merchantability, fitness for a particular purpose, non-infringement, and any warranty arising from course of dealing or usage of trade.

We do not warrant that the Service will be uninterrupted, error-free or secure, that defects will be corrected, or that Output will be accurate, complete or suitable for your purposes.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited.

12. Limitation of liability

To the maximum extent permitted by applicable law, neither party will be liable for any indirect, incidental, special, consequential, exemplary or punitive damages, or for any loss of profits, revenue, goodwill, business opportunity, or data, however caused and under any theory of liability, even if advised of the possibility of such damages.

Our total aggregate liability arising out of or relating to these Terms or the Service will not exceed the total fees you paid to us for the Service in the twelve months immediately preceding the event giving rise to the claim.

These limitations do not apply to either party’s liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or to your obligation to pay fees due.

13. Indemnification

You agree to indemnify and hold harmless Skyrion Labs and its directors, employees and agents from any third-party claim, demand, loss or expense (including reasonable legal fees) arising out of your Customer Content, your use of the Service in breach of these Terms, or your violation of applicable law or the rights of a third party.

We will indemnify you against third-party claims alleging that the Service, as provided by us and used in accordance with these Terms, infringes that third party’s intellectual property rights, provided you notify us promptly and allow us to control the defence and settlement.

14. Term and termination

These Terms apply from the moment you first access the Service until terminated.

• You may cancel your subscription at any time from the billing settings. Cancellation takes effect at the end of the current billing period.
• We may terminate or suspend your account for material breach of these Terms that remains uncured 14 days after written notice, or immediately where required by law or where continued access poses a security risk.
• We may discontinue the Service entirely on 90 days’ notice, with a prorated refund of prepaid fees for the unused portion of your term.

On termination, your right to access the Service ends immediately. You may export your data for 30 days following termination, after which it is deleted in accordance with our Privacy Policy. Sections relating to Customer Content ownership, intellectual property, disclaimers, limitation of liability, indemnification and governing law survive termination.

15. Governing law and disputes

These Terms are governed by the laws of India, without regard to conflict of law principles. The courts at Dehradun, Uttarakhand, India will have exclusive jurisdiction, and both parties submit to that jurisdiction.

Before commencing formal proceedings, the parties agree to attempt in good faith to resolve any dispute through discussion, by contacting support@skyrionlabs.com with a written description of the dispute, for a period of 30 days.

Nothing in this section prevents either party from seeking injunctive or equitable relief in any court of competent jurisdiction to protect its intellectual property or confidential information.

16. General provisions

• Entire agreement: these Terms, together with our Privacy Policy and any order form or Enterprise agreement, constitute the entire agreement between the parties and supersede all prior discussions.
• Changes: we may update these Terms from time to time. Material changes will be notified to account holders by email or in-product notice at least 30 days before taking effect. Continued use after that date constitutes acceptance.
• Assignment: you may not assign these Terms without our written consent. We may assign them to an affiliate or in connection with a merger, acquisition or sale of assets.
• Severability: if any provision is held unenforceable, the remaining provisions remain in full force, and the unenforceable provision will be modified to the minimum extent necessary to make it enforceable.
• No waiver: our failure to enforce any provision is not a waiver of our right to do so later.
• Force majeure: neither party is liable for delay or failure to perform caused by events beyond its reasonable control.
• Relationship: nothing in these Terms creates a partnership, joint venture, agency or employment relationship between the parties.