Terms of Service

The service

Ticket Merger detects duplicate tickets in the helpdesk accounts you connect and merges them according to the rules you configure. You are responsible for the rules you set and for reviewing the results, particularly before enabling automatic merging.

Your account

You must provide accurate details, keep your credentials secure, and you are responsible for activity under your account. You must have authority to connect the helpdesk accounts you connect.

Subscriptions and billing

Plans are billed monthly in advance and priced on ticket volume. If you exceed your plan volume we will contact you and move you to the appropriate plan at the start of the next billing cycle. You can cancel at any time, effective at the end of the current period. Fees already paid are not refunded except where required by law.

The free trial

The trial runs for 14 days and requires no payment card. We may end trials that are used in a way that is abusive or automated.

Acceptable use

Do not use Ticket Merger to break the law, to breach your helpdesk provider terms, to attempt to access data you are not entitled to, or to interfere with the service for others.

Your data

You retain ownership of your data. You grant us the licence needed to operate the service for you. Handling is described in the privacy policy.

Availability

We work to keep the service available and do not guarantee uninterrupted operation except where an SLA is agreed in writing on an enterprise plan.

Liability

To the extent permitted by law, our total liability in any twelve-month period is limited to the fees you paid us in that period. We are not liable for indirect or consequential losses.

Merges performed by your rules are your responsibility. Test in suggest-only mode before enabling automatic merging, which is why the mode exists.

Termination

You may cancel at any time. We may suspend or terminate an account that breaches these terms, and will give notice and an opportunity to fix the problem where it is reasonable to do so.

Changes

We may update these terms and will notify account holders of material changes by email before they take effect.