Legal

Terms of service

Last updated 30 September 2026

These terms are the agreement between SLA Desk ("we", "us") and the business or organisation that opens an SLA Desk account ("you"). By creating an account or using the service you agree to them on behalf of that organisation, and confirm you have the authority to do so.

1. The service

SLA Desk is a hosted helpdesk: a customer portal, an agent workspace, service-level (SLA) tracking and escalation, automation, two-way email, a knowledge base and reporting. We host, maintain, back up and update it. Features may be added, improved or retired over time; we will not remove a core feature you rely on without reasonable notice.

2. Accounts

• You must be at least 18 and use SLA Desk for business, not personal or household, purposes.
• Give accurate details and keep them up to date, especially the billing and admin contacts.
• Keep sign-in details confidential. You are responsible for what happens under your workspace's logins, and should tell us straight away if you suspect unauthorised access.
• An "agent" is anyone with a login to the agent workspace, including team leads and administrators. Your own customers who use the portal are never counted as agents.

3. Free trial

New workspaces start with a free trial of one month with every feature included and no payment card required. To keep using the service after the trial, add a payment method before it ends. If you do not, the agent workspace is paused, with only the billing page available, until you subscribe. Your data is kept in the meantime, and we will remind you before the trial ends.

4. Fees and billing

• The price is £5 per agent per month unless we have agreed a different price with you in writing. Prices shown exclude VAT and any other applicable taxes, which are added where due.
• Subscriptions are billed monthly in advance through our payment provider, Stripe. Adding an agent part-way through a month is charged pro-rata; removing one reduces the next invoice.
• There is no minimum term and no annual commitment. Fees already paid are not refundable except where the law requires or these terms say otherwise.
• If a payment fails, we will let you know and retry. If it remains unpaid after a reasonable period, we may restrict the workspace until the balance is settled.
• We may change the price with at least 30 days' email notice. The new price applies from your next billing period after the notice ends, and you can cancel before then.

5. Acceptable use

You must not use SLA Desk, or let anyone else use it, to:

• break the law, or store or send content that is unlawful, defamatory, or infringes anyone's rights;
• send spam or unsolicited bulk email, or send email from addresses you are not authorised to use;
• upload malware, or probe, scan or test the service's security without our written permission;
• interfere with the service or other customers, including by excessive automated requests;
• resell or white-label the service to third parties without our agreement; or
• copy or reverse engineer the software, or use it to build a competing product.

We may suspend access that breaks these rules or puts the service or other customers at risk. Where practical we will contact you first and give you a chance to fix it.

6. Your data

• You own the data you and your customers put into SLA Desk. You give us permission to host, process and transmit it only as needed to provide the service to you.
• For personal data in your workspace, you are the controller and we act as your processor under the data processing terms in our privacy policy, which form part of this agreement. You are responsible for having a lawful basis to collect it.
• You can export your data at any time. After cancellation it remains available to export for 30 days, after which we delete it, apart from copies in rolling backups, which expire, and records we must keep by law.
• If you switch on the optional AI features, you instruct us to send the relevant ticket content to our AI provider to produce replies. AI output can be wrong; you are responsible for the replies your workspace sends, including in autonomous mode.

7. Availability and support

We work to keep SLA Desk available at all times and to apply updates without downtime. We do not promise uninterrupted service: planned maintenance, emergencies and events outside our reasonable control can cause interruptions. Support is by email at [email protected] during UK business hours.

8. Intellectual property

We own the SLA Desk software, design and brand, and grant you a non-exclusive, non-transferable right to use the service during your subscription. If you send us suggestions, we may use them without obligation to you.

9. Liability

• Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot legally be limited.
• Neither of us is liable for indirect or consequential loss, or for loss of profit, revenue, goodwill or anticipated savings.
• Otherwise, each party's total liability arising out of this agreement in any 12-month period is limited to the fees you paid in that period.
• The service is provided with reasonable skill and care. Beyond that, and to the extent the law allows, we give no other warranties.

10. Cancellation and termination

You can cancel at any time from your workspace's billing page; the subscription ends at the end of the current billing period. We may end the agreement with 30 days' notice, or immediately if you materially breach these terms and do not fix the breach within 14 days of being asked, or if you become insolvent. Sections 6, 8, 9 and 11 survive termination.

11. General

• We may update these terms. For material changes we will email account owners at least 30 days before they take effect; continuing to use the service after that date means you accept them.
• Neither party is responsible for delays caused by events outside its reasonable control.
• You may not transfer this agreement without our consent. We may transfer it to a successor business, and will tell you if we do.
• If any part of these terms is found unenforceable, the rest continues to apply.
• These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

Questions about these terms: [email protected].