Terms of service

The service

Scaled Support turns customer messages from the Slack channels and mailbox you connect into tickets, drafts replies from your own help docs, and, only where you turn it on, sends replies on its own. We may improve and change features; we will not remove a core feature you pay for without notice.

Price and billing

• The plan is priced per workspace and billed monthly, from $49 a month; its price is the AI credits you choose ($1 buys 10 credits). Extra credits are sold in $25 packs and last 12 months. When credits run out, AI drafting pauses until you add more; we never charge beyond what you chose.
• Price changes are announced at least 90 days ahead and never apply to a period you have already paid for.
• You can cancel at any time; the service runs until the end of the paid month. We do not refund part-months.

AI-written replies

Drafts are written by AI from your help docs and can be wrong. Automatic sending is off until you turn it on, and you choose which customers and kinds of question it covers. You are responsible for the replies sent from your workspace, including automatic ones you have allowed, and for your help docs being accurate.

Your data

You own your data. We use it only to provide the service, as described in the privacy policy and the data processing agreement, which forms part of these terms when personal data is involved. Email [contact email] to get a full export of your data, free, or to close your workspace; we delete a closed workspace’s data within 30 days.

Acceptable use

You agree not to:

• connect channels, mailboxes or data you have no right to share with us;
• use the service to send spam, harass people or break the law;
• try to break, overload or get around the service’s security, or reverse-engineer it;
• resell the service without our written agreement.

We may suspend a workspace that breaks these rules, and will tell you why.

Slack, Google and other services

The service works with Slack, Gmail and other tools you connect. Your use of them is governed by their own terms, and we are not responsible for their availability.

Warranty and liability

The service is provided “as is”. To the extent the law allows, we are not liable for indirect or consequential losses, lost profits or lost data, and our total liability in any 12 months is limited to the amount you paid us in those 12 months. Nothing here limits liability that cannot be limited by law.

Ending the agreement

You can stop at any time by uninstalling the Slack app, disconnecting your mailbox and asking us to close your workspace. We can end it with 30 days’ notice, or straight away if you seriously break these terms.

Law and changes

These terms are governed by the law of [Country of registration], and its courts have jurisdiction. We will post changes here and email workspace admins at least 30 days before a change that affects you takes effect.

Questions: [contact email].