1. Agreement to Terms
By accessing or using HelpBot ("the Service"), operated by Questo ("we", "us", "our"), you agree to be bound by these Terms of Service. If you are using the Service on behalf of an organization, you represent that you have authority to bind that organization to these terms.
2. Description of Service
HelpBot is an AI-powered IT helpdesk platform that provides automated ticket resolution, knowledge base management, SLA tracking, remote access capabilities, and analytics. The Service is provided on a subscription basis.
3. Account Registration
You must provide accurate, complete information when creating an account. You are responsible for maintaining the confidentiality of your login credentials and for all activity under your account. Notify us immediately at support@questo.media if you suspect unauthorized access.
4. Subscription and Payment
- Pricing - HelpBot charges per managed endpoint per month. Current pricing starts at $60/endpoint/month.
- Billing cycle - Subscriptions are billed monthly in advance on the same date each month.
- Free trial - New accounts receive a 14-day free trial with full Professional features. No credit card is required for the trial.
- Payment - We accept major credit cards and ACH bank transfers processed through Stripe.
- Late payment - Accounts with payments overdue by more than 15 days may have service access suspended.
5. Cancellation and Refunds
Starter and Professional plans are month-to-month. You may cancel at any time from your dashboard. Cancellation takes effect at the end of the current billing period. No refunds are issued for partial months. Enterprise plans follow the terms of their individual service agreements.
6. Acceptable Use
You agree not to:
- Use the Service for any unlawful purpose
- Attempt to reverse-engineer, decompile, or extract the AI models
- Interfere with or disrupt the Service or its infrastructure
- Upload malicious software or content through the ticketing system
- Share your account credentials with unauthorized third parties
- Use the Service to manage endpoints you do not own or have authorization to manage
- Exceed reasonable usage limits or abuse API rate limits
7. Service Level Agreement
HelpBot targets 99.9% monthly uptime for the web application and API. Scheduled maintenance windows are announced at least 48 hours in advance. If we fail to meet the 99.9% uptime commitment, affected customers may request a service credit for the downtime period.
8. Data Ownership
You retain full ownership of your data, including ticket content, knowledge base articles, endpoint information, and user records. We do not claim any intellectual property rights over your data. Upon cancellation, you may export your data within 90 days.
9. AI and Automation Disclaimer
HelpBot uses artificial intelligence to suggest and execute ticket resolutions. While the AI is designed to be accurate and helpful, automated resolutions may occasionally be incorrect. You are responsible for configuring appropriate approval workflows and escalation rules for your environment.
10. Limitation of Liability
To the maximum extent permitted by law, Questo's total liability for any claims arising from or related to the Service shall not exceed the total fees paid by you in the 12 months preceding the claim. We are not liable for indirect, incidental, special, consequential, or punitive damages, including lost profits, data loss, or business interruption.
11. Indemnification
You agree to indemnify and hold harmless Questo from any claims, damages, or expenses arising from your use of the Service, your violation of these terms, or your violation of any third-party rights.
12. Modifications to Terms
We may update these terms from time to time. We will provide at least 30 days notice of material changes via email or the HelpBot dashboard. Continued use after the effective date constitutes acceptance of the updated terms.
13. Governing Law
These terms are governed by the laws of the State of Israel. Disputes shall be resolved in the competent courts of Tel Aviv-Jaffa, Israel.
14. Contact
For questions about these terms, contact us at:
Questo
Email: legal@questo.media
Website: helpbot.questo.media