Terms of Service

1. Agreement

These Terms of Service (“Terms”) govern access to and use of Support Desk, including its websites, APIs, and related services (the “Services”), provided by Foss Consultancy Limited (“Foss Consultancy,” “we,” “us”). Foss Consultancy Limited is registered in the United Arab Emirates and in the United Kingdom.

Support Desk is a standalone support platform operated by Foss Consultancy. It is not part of any other product. A customer company may see the Services under its own desk name. We use the Services to receive and work support requests, send operational notices, and, where enabled, run approvals and deployments.

By using the Services, you agree to these Terms. If you do not agree, you must not use the Services.

If a separate written agreement covers support for your organisation, that agreement controls in case of conflict with respect to purchased commercial terms. These Terms still apply to general use, acceptable use, disclaimers, and limitations stated herein unless expressly superseded.

The English version of these Terms is the official and controlling text.

2. Eligibility and accounts

• An account is issued by Foss Consultancy or by an administrator of your organisation. You must be Foss Consultancy staff or a person that organisation has authorised to use the desk.
• You are responsible for maintaining the confidentiality of credentials and for all activity under your account, except where caused by our material breach of security obligations.
• If you access the Services for an organisation, you must have authority to accept these Terms for that use, and that organisation is responsible for its users’ compliance.
• The Services are intended for professional use. You must not use the Services if you are under 16.

3. The Services

Support Desk provides tickets, messages, attachments, notices, and related support tools. Where an administrator enables them, it also provides writing help and deployment approvals. Features and availability may vary by company and configuration. We may modify or discontinue non-material aspects of the Services. Material adverse changes for a customer organisation may be governed by a written agreement with us.

4. Ticket content

“Customer Content” means tickets, messages, files, and other content submitted to the Services by you or on your behalf. You, or the organisation that arranged your access, retain the rights you already hold in that content. You grant Foss Consultancy Limited a worldwide, non-exclusive licence to host, process, transmit, display, and adapt Customer Content solely to provide and secure the Services, prevent abuse, comply with law, and operate support.

You represent that you have all rights and consents necessary to submit Customer Content and that doing so does not violate third-party rights or law.

5. Acceptable use

You must not, and must not permit others to:

• Use the Services in violation of law, sanctions, or export controls
• Attempt to gain unauthorised access, probe, scan, or test vulnerabilities without authorisation
• Introduce malware, overload systems, or interfere with other users
• Misappropriate or exfiltrate data you are not authorised to access, including another company’s tickets or connection secrets
• Reverse engineer, decompile, or disassemble the Services except where mandatory law permits
• Use the Services to build a directly competing product using our proprietary interfaces or confidential information obtained through the Services
• Remove or obscure proprietary notices
• Impersonate another person or submit a ticket for a system you are not authorised to discuss

6. Who can see a ticket

Tickets stay inside the platform. People outside your company do not receive your company’s tickets, except Foss Consultancy staff who are allowed to work them and the providers we use to operate the Services.

People in your organisation see the tickets their role allows. A person added as a watcher can see that ticket. Company administrators can see their company’s users and support records. Platform administrators can see the records needed to operate the service.

7. Deployments

If your company uses deployments, you may be asked to approve a package before it is sent to a system you connect. We may store a snapshot of that environment so the package can be rolled back. You are responsible for reviewing what you approve and for the credentials and systems you connect.

We do not warrant that a deployment or rollback will succeed, or that the target system will behave in a particular way after a package is sent.

8. Writing help

Writing help can suggest a clearer wording or a translation of a draft. A suggestion is not applied until you choose to use it. You must review it before you save or send. We do not warrant that a suggestion is complete, accurate, or appropriate for your ticket.

9. Intellectual property

Foss Consultancy Limited and its licensors own the Services, including software, documentation, trademarks, and logos, subject to open-source components under their respective licences. Except for the limited rights expressly granted, these Terms do not transfer any ownership.

We may use aggregated and de-identified data derived from use of the Services for analytics and product improvement, provided it does not identify any individual or customer organisation.

10. Confidentiality

Ticket contents, connection details, deployment snapshots, and other non-public information you encounter in the Services are confidential. You will use reasonable care to protect them and use them only to request or provide support, subject to standard exceptions (public domain, independently developed, rightfully received from a third party, or required by law).

11. Third-party services

The Services may interoperate with third-party platforms such as email delivery, the systems you connect for deployments, and inference providers used for writing help. Those services are governed by their own terms. Foss Consultancy is not responsible for third-party acts or omissions.

12. Disclaimers

THE SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE.” TO THE MAXIMUM EXTENT PERMITTED BY LAW, FOSS CONSULTANCY LIMITED DISCLAIMS ALL WARRANTIES, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICES WILL BE UNINTERRUPTED OR ERROR-FREE, OR THAT A TICKET, DEPLOYMENT, OR WRITING SUGGESTION WILL MEET ANY PARTICULAR SUPPORT OUTCOME. YOU REMAIN RESPONSIBLE FOR THE SYSTEMS AND DECISIONS YOU ASK US TO SUPPORT.

13. Limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, IN NO EVENT WILL FOSS CONSULTANCY LIMITED BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR LOSS OF PROFITS, REVENUE, GOODWILL, OR DATA. OUR AGGREGATE LIABILITY ARISING OUT OF OR RELATED TO THE SERVICES WILL NOT EXCEED THE AMOUNTS PAID TO FOSS CONSULTANCY LIMITED FOR THE SERVICES GIVING RISE TO THE CLAIM IN THE TWELVE (12) MONTHS BEFORE THE EVENT (OR, IF NO FEES APPLY, ONE HUNDRED POUNDS STERLING (GBP £100)). THESE LIMITATIONS APPLY EVEN IF A REMEDY FAILS OF ITS ESSENTIAL PURPOSE.

14. Indemnification

You, and any organisation that arranged your access, will defend and indemnify Foss Consultancy Limited against claims, damages, and costs arising from Customer Content, a deployment you approve, use of the Services in breach of these Terms, or violation of law or third-party rights, except to the extent caused by our uncured material breach.

15. Term and termination

These Terms remain in effect while you have access. We or your organisation may suspend or terminate access if you leave that organisation, if an invitation ends, for breach, or for a legal requirement. Provisions that by their nature should survive (ownership, confidentiality, disclaimers, limitations, indemnity) will survive termination.

16. Export and sanctions

You represent that you are not located in, under the control of, or a national or resident of any country or entity subject to comprehensive sanctions or embargoes where use would be prohibited. You will comply with applicable export and import laws.

17. Governing law and disputes

Unless a written agreement specifies otherwise, these Terms are governed by the laws of the United Arab Emirates. Where our United Kingdom registration or operations apply to you, the laws of England and Wales also apply to the extent they cannot be excluded. Courts of competent jurisdiction in the United Arab Emirates and in England and Wales may hear disputes, subject to mandatory consumer or data-protection rights in your home jurisdiction that cannot be waived.

18. General

• Entire agreement: These Terms and any written support agreement constitute the entire agreement on their subject matter.
• Assignment: You may not assign without our consent; we may assign in connection with a merger or sale of assets.
• Force majeure: We are not liable for delays due to events beyond reasonable control.
• Severability: If a provision is invalid, the remainder remains enforceable.

19. Contact

For questions about these Terms, ask an administrator inside Support Desk. Foss Consultancy Limited does not publish a contact address on this page.