cat terms_of_service
Terms of Service
Effective date: July 10, 2026
These Terms of Service (the "Terms") govern your use of techticketai.com (the "Site") and, together with any signed service agreement or order form, the TechTicket AI service (the "Service"). The Site and Service are operated by HummingAgent ("HummingAgent", "we", "us", or "our"). By using the Site or the Service, you agree to these Terms. If you use the Service on behalf of an organization, you represent that you have authority to bind that organization, and "you" refers to it.
1. The Service
TechTicket AI provides AI-assisted helpdesk capabilities, including ticket triage, handling of routine tier 1 requests using procedures approved by the customer, after-hours intake by phone, email, and portal, and escalation routing. The specific capabilities, configuration, intake channels, and connected systems for your deployment are defined during onboarding and in your service agreement. Descriptions on the Site are general and do not promise any particular configuration or outcome for a specific deployment.
2. Accounts and eligibility
The Service is offered to businesses and organizations, not to consumers, and is not intended for use by anyone under 18. You are responsible for the accuracy of the information you provide during onboarding, for maintaining the confidentiality of any credentials issued to you, and for the actions of the people you authorize to use or configure the Service on your behalf.
3. Customer responsibilities
You agree to:
(a) provide accurate routing rules, contact lists, escalation paths, and resolution procedures, and keep them current; (b) review and approve resolution procedures before enabling the Service to execute them; (c) ensure you have the necessary rights and consents to route your organization's or your clients' communications through the Service, including any notices required for call recording in the jurisdictions where you operate; (d) use the Service in compliance with applicable law and not to transmit unlawful, infringing, or malicious content; and (e) maintain your own ticketing or PSA system as the system of record, since the Service supplements rather than replaces it.
4. AI-generated output
The Service uses artificial intelligence to converse with requesters, classify requests, generate summaries, and execute approved procedures. Callers who interact with the voice agent are informed that they are speaking with an AI assistant. AI output can contain errors. The Service is designed to escalate to a human when it is not confident, but you are responsible for reviewing escalation rules, monitoring the Service's work, and applying human judgment to decisions that matter. The Service is not a substitute for professional judgment in emergencies or safety-critical situations.
5. Fees and payment
Fees are set out in your order form or service agreement and are scoped to your deployment. Unless otherwise agreed in writing, fees are billed in advance for each billing period, are payable within the period stated on the invoice, and are non-refundable except where required by law or expressly stated in your agreement. We may suspend the Service for accounts with overdue balances after reasonable notice.
6. Intellectual property
We own the Service, the Site, and all related software, models, designs, and documentation. You receive a limited, non-exclusive, non-transferable right to use the Service for your internal business purposes (including serving your own clients, if you are an MSP) for the term of your agreement. You own your data: the communications, tickets, recordings, transcripts, and summaries generated for your helpdesk. You grant us the rights needed to process that data to provide the Service, as described in our Privacy Policy.
7. Confidentiality
Each party may receive non-public information from the other in the course of the relationship. Each party will use the other's confidential information only to perform under these Terms and will protect it with at least the care it uses for its own confidential information. This obligation does not apply to information that is public, independently developed, or lawfully received from a third party, or that must be disclosed by law.
8. Service availability
We work to keep the Service available and reliable, and any specific availability commitments are set out in your service agreement. The Service depends on third-party infrastructure such as telephony carriers, cloud hosting, and email providers, and we are not responsible for outages originating in systems we do not control. We may perform maintenance and will use reasonable efforts to schedule disruptive maintenance outside of business hours and to give advance notice.
9. Acceptable use
You may not: use the Service to violate law or the rights of others; attempt to probe, disrupt, or gain unauthorized access to the Service or its infrastructure; resell the Service except as expressly permitted in your agreement; use the Service to deceive people about whether they are speaking with a human; or use the Service to collect information about individuals beyond what is needed to handle their support requests.
10. Disclaimers
Except as expressly stated in a signed service agreement, the Site and Service are provided "as is" and "as available" without warranties of any kind, whether express, implied, or statutory, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the Service will be uninterrupted or error-free, or that every request will be classified or resolved correctly.
11. Limitation of liability
To the maximum extent permitted by law, neither party will be liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, revenue, or data, arising out of or related to these Terms, even if advised of the possibility. To the maximum extent permitted by law, our total aggregate liability arising out of or related to the Site or the Service will not exceed the amounts you paid to us for the Service in the twelve months before the event giving rise to the claim, or one hundred US dollars if you have paid nothing. These limits do not apply where they cannot be limited by law.
12. Indemnification
You will defend and indemnify HummingAgent against third-party claims arising from your data, your configuration choices, or your use of the Service in violation of these Terms or applicable law, including claims arising from recording notices you were responsible for providing. We will defend and indemnify you against third-party claims that the Service, as provided by us and used as directed, infringes their intellectual property rights.
13. Term, suspension, and termination
These Terms apply while you use the Site or Service. Service subscriptions run for the term stated in your agreement. Either party may terminate for material breach that remains uncured thirty days after written notice. We may suspend the Service immediately if your use poses a security risk or violates law. Upon termination, you may request an export of your data within thirty days, after which we will delete it in accordance with our retention practices and the Privacy Policy. Sections that by their nature should survive termination, including confidentiality, disclaimers, limitation of liability, and indemnification, survive.
14. Changes to the Terms
We may update these Terms from time to time. We will post the updated Terms on the Site with a revised effective date and, for material changes affecting active customers, provide direct notice. Continued use of the Site or Service after changes take effect constitutes acceptance. If a signed service agreement conflicts with these Terms, the signed agreement controls.
15. Governing law and disputes
These Terms are governed by the laws of the United States and the state specified in your service agreement or, if none is specified, the state in which HummingAgent is organized, without regard to conflict of laws principles. The parties will first attempt in good faith to resolve any dispute informally by contacting each other. Any dispute that cannot be resolved informally will be brought in the state or federal courts located in that state, and both parties consent to their jurisdiction.
16. Contact
Questions about these Terms should be sent to hello@hummingagent.ai.