Terms of Service

1. Operator and agreement

SupportMesh is operated by Burhanuddin Hamzabhai, an individual sole proprietor based in Pune, Maharashtra, India. SupportMesh, we, us, and our refer to that operator.

A person creating or administering a Workspace represents that they are authorized to act for the relevant organization and accepts these Terms on its behalf.

2. Business use and eligibility

SupportMesh is primarily a B2B service for software companies and their teams, clients, and authorized users. Users must be at least 18 and legally able to enter into a binding agreement.

3. Accounts and security

Users must provide accurate information, protect account credentials and API keys, and promptly report suspected unauthorized access. Customers are responsible for activity by their authorized users except to the extent caused by SupportMesh's breach of applicable law or an agreed obligation.

4. Workspaces and users

Workspace Owners and Admins are responsible for authorized users, roles, Clients, Products and Projects, configuration, lawful use, content, and access decisions. They must grant only appropriate access and ensure that Client users and contacts are authorized.

5. Trial

The Trial lasts 14 days. No payment method is currently required unless separately agreed, and the current product does not automatically charge a payment method. No permanent Free plan is promised.

Trial features and limits depend on the configured Trial plan. Access may be restricted after expiry. Continuing commercially requires contacting SupportMesh and agreeing separate commercial terms; Trial access alone creates no obligation to purchase.

6. Paid plans and Contact Sales

All paid plans are offered through Contact Sales. Pricing, currency, billing period, taxes, limits, payment timing, and commercial conditions are agreed directly and may appear in an order form, proposal, invoice, or other written agreement.

SupportMesh does not currently sell licences through automated website checkout, process customer payments through the product, or automatically charge recurring subscription fees. If a separately signed commercial agreement conflicts with these Terms, that agreement controls for the conflicting subject.

7. Customer Content

Customer Content includes workspace, Client, Product and Project, ticket, reply, note, attachment, email, Estimate, Defect, Release, Download, Knowledge Base, API, webhook, and integration information submitted to or generated through the service for a customer.

The customer retains ownership of Customer Content and grants SupportMesh a limited right to host, copy, process, transmit, display, secure, and otherwise use it only as needed to operate, protect, and improve the service and meet legal obligations. The customer represents that it has the rights, notices, permissions, and authority needed to provide the content and instruct its processing.

8. Public replies and internal notes

Public replies are intended for Client visibility. Internal notes are intended for authorized Workspace users. Users are responsible for selecting the correct communication mode. SupportMesh cannot guarantee against disclosure caused by user error, misconfiguration, compromised credentials, or actions of authorized users.

9. Attachments

File types and limits may apply. Files may remain private or pending and may be blocked, quarantined, restricted, or removed where reasonably necessary. Malware scanning is not currently provided. Users must not upload malicious, unlawful, infringing, or prohibited files.

10. Email-to-ticket

Customers are responsible for configuring inbound routes and having authority to process sender and content data. SupportMesh may reject malformed, duplicate, automated, spam, bulk, looping, or abusive mail. Processing may be delayed, and delivery or threading cannot be guaranteed in every case.

11. APIs, webhooks, and integrations

Credentials must be protected, integrations are customer-controlled, and webhook recipients must be lawful and secure. Retries, delays, duplicates, provider failures, and rate limits may occur. Third-party availability is outside SupportMesh's control, and abuse may lead to credential rotation or restriction.

12. Acceptable use

• Do not use SupportMesh for unlawful activity, infringement, harmful or deceptive content, spam, or malware.
• Do not attempt unauthorized access, steal or share credentials improperly, bypass limits or access controls, or access another Workspace or Client's data.
• Do not conduct security testing without written permission or create excessive automated load that risks the service or other users.
• Do not process children's data without lawful authority, or use integrations, email routes, APIs, or files to harm SupportMesh or third parties.

13. Intellectual property

SupportMesh, its software, branding, documentation, and service design remain owned by Burhanuddin Hamzabhai or applicable licensors. No ownership of Customer Content transfers to SupportMesh. Authorized customers receive only the limited right to use the service during their permitted term.

14. Feedback

SupportMesh may use voluntarily submitted feedback without compensation to improve the service. This does not transfer ownership of confidential information or Customer Content.

15. Third-party services

SupportMesh depends on providers including Vercel, Supabase, and Resend. Optional customer integrations may involve other providers. Their terms, availability, acts, outages, and data practices may independently affect the service.

16. Availability

SupportMesh aims to maintain the service but does not provide a formal uptime SLA unless separately agreed in writing. Maintenance, security issues, provider failures, internet or network failures, force majeure, and plan or resource limits may interrupt or delay service. Uninterrupted, error-free, or real-time delivery is not guaranteed.

17. Service modifications

We may reasonably change features, limits, and service operation to improve the product, protect security, comply with law, or respond to provider changes. Material changes will be communicated where appropriate.

18. Suspension

SupportMesh may proportionately restrict or suspend access for a security risk, Terms violation, unlawful use, non-payment under separately agreed commercial terms, excessive or disruptive use, provider or legal requirements, or risk to other users or the service. Where practical and lawful, notice and an opportunity to remedy may be provided.

19. Termination and data

Users may stop using SupportMesh, while Workspace authority controls organizational termination. SupportMesh may terminate or suspend access for breach. Content access may end after termination, and available export requests should be made before termination.

Retention and deletion remain subject to operational, backup, contractual, security, dispute, and legal requirements. Immediate deletion from every backup is not promised.

20. Confidentiality

Each party will use reasonable care to protect the other's non-public confidential information and use it only for the service relationship. This does not cover information that is public without breach, independently developed, lawfully obtained without restriction, or required to be disclosed by law after appropriate notice where permitted.

21. Privacy

The SupportMesh Privacy Policy is incorporated into these Terms by reference. Organizations remain responsible for notices, permissions, and lawful processing of the data they submit or instruct SupportMesh to process.

Read the Privacy Policy

22. Additional data-processing terms

Additional data-processing terms may be agreed separately where required. SupportMesh does not currently provide a standard automatically executed Data Processing Agreement through the service.

23. Warranty disclaimer

To the extent permitted by law, SupportMesh is provided on an as available basis. We do not guarantee uninterrupted or error-free operation and disclaim warranties not expressly included in a separately signed agreement. Nothing in these Terms excludes obligations or rights that cannot legally be excluded.

24. Limitation of liability

To the extent permitted by law, neither party is liable for indirect, incidental, special, exemplary, or consequential loss. SupportMesh is not liable for loss caused by customer misuse, unauthorized credentials, customer integrations, Customer Content, third-party services, or events outside reasonable control.

SupportMesh's aggregate liability relating to the service is limited to fees actually paid by the customer to SupportMesh during the three months immediately preceding the event giving rise to the claim. If the customer has paid no fees, aggregate liability is limited to INR 5,000.

These limitations do not exclude fraud, wilful misconduct, or any other liability that cannot be excluded or limited under applicable law.

25. Customer indemnity

The customer will defend and indemnify SupportMesh against third-party claims arising from unlawful or infringing Customer Content, the customer's unlawful use, breach of authority or permissions, or customer-controlled integrations. This does not apply to claims caused by SupportMesh's own unlawful conduct or wilful misconduct. SupportMesh will provide reasonable notice and cooperation, and the customer may not settle a claim in a way that admits liability or imposes obligations on SupportMesh without consent.

26. Governing law and disputes

These Terms are governed by the laws of India. The parties should first attempt good-faith informal resolution by contacting supportmesh.hq@gmail.com. If unresolved, courts located in Pune, Maharashtra, India have exclusive jurisdiction.

27. Changes to these Terms

Material changes may be announced through the service, website, or email and become effective on the published effective date. Continued use after the effective date constitutes acceptance where permitted by law.

28. Contact

Questions about these Terms may be sent to supportmesh.hq@gmail.com. The operator is Burhanuddin Hamzabhai, an individual sole proprietor operating SupportMesh from Pune, Maharashtra, India.