The legal shelf

1. Agreement

These Terms of Service govern your use of SupportNest, a shared inbox and helpdesk service provided by SupportNest Inc. By creating an account or using the service, you accept these terms.

SupportNest collects customer conversations from the channels you connect, organizes them as tickets in shared inboxes, and helps your team reply with assignment tools, statuses, filters, and AI reply suggestions.

2. Accounts

Accounts are created through plan checkout. You are responsible for the accuracy of the account details you enter and for keeping your credentials safe on your own devices.

Plan capacity (seats, inboxes, history retention, and monthly AI drafts) is defined on the pricing page for each plan and enforced against your workspace.

3. Billing

Plans are billed monthly or yearly according to the billing period selected at checkout; yearly billing grants the equivalent of two free months. The price charged is the plan price shown during checkout.

You can change or cancel a plan at any time; a plan change applies immediately and a billing-period change applies on the next cycle. There are no long-term contracts.

4. Acceptable use

You may not use SupportNest to send unlawful content, to harass, or to exceed the capacity of your plan in a way that degrades service for other customers. AI suggestions are drafts for your review; you remain responsible for what you send to customers.

5. Data handling

Workspace data — tickets, threads, drafts, and settings — remains local to your browser session and is not sold or shared. You can export the ticket list as CSV from the desk and reset the workspace from Settings at any time.

6. Service level

The Aviary plan carries a 99.9% monthly uptime service level. Planned maintenance windows are announced in advance and don't count against the target.

7. Changes

These terms may change as the product evolves; material changes are announced before they take effect and don't retroactively change the price of your current billing period.