Terms of Service

These Terms of Service ("Terms") govern your access to and use of Support Beam ("the Service", "we", "our", or "us"), a customer support management application for Shopify merchants. By installing, accessing, or using Support Beam, you agree to be bound by these Terms.

1. Acceptance of Terms

By installing Support Beam on your Shopify store or accessing the Service, you agree to:

• Be bound by these Terms of Service
• Comply with our Privacy Policy
• Comply with Shopify's Terms of Service and acceptable use policies
• Use the Service in accordance with all applicable laws and regulations

If you are using Support Beam on behalf of a business or organization, you represent that you have the authority to bind that entity to these Terms.

2. Description of Service

Support Beam is a customer support management platform that integrates with your Shopify store to provide:

• Ticket Management: Organize and track customer support inquiries
• Email Integration: Send and receive customer support emails via Mailgun
• Order Context: View customer order history and details within support tickets
• Customer Information: Access customer data from your Shopify store
• Product Details: Display product images and information in ticket context
• Multi-tenant Architecture: Complete data isolation for your store

3. Account Registration and Security

3.1 Account Creation

• You must have a valid Shopify store to use Support Beam
• You must provide accurate and complete information during registration
• You are responsible for maintaining the confidentiality of your account credentials
• You must notify us immediately of any unauthorized access to your account

3.2 Account Responsibilities

• You are responsible for all activities that occur under your account
• You must not share your account credentials with others
• You must use reasonable security measures to protect your account
• You must comply with Shopify's OAuth security requirements

3.3 Account Termination

We reserve the right to suspend or terminate your account if:

• You violate these Terms of Service
• You engage in fraudulent or illegal activity
• Your account poses a security risk
• You abuse or misuse the Service
• Your payment fails (if applicable to future billing)

4. Acceptable Use Policy

4.1 Permitted Use

You may use Support Beam only for lawful purposes related to customer support management for your Shopify store.

4.2 Prohibited Conduct

You agree NOT to:

• Use the Service for any illegal purpose or in violation of any laws
• Violate the rights of others, including privacy and intellectual property rights
• Send spam, unsolicited marketing, or bulk emails through the Service
• Transmit malware, viruses, or malicious code
• Attempt to gain unauthorized access to the Service or other user accounts
• Interfere with or disrupt the Service or servers
• Reverse engineer, decompile, or disassemble the Service
• Remove or modify any copyright, trademark, or proprietary notices
• Use the Service to harass, abuse, or harm others
• Collect or harvest user data without authorization
• Impersonate others or provide false information
• Resell or redistribute the Service without authorization

4.3 Email Compliance

When using Support Beam's email features, you must:

• Comply with CAN-SPAM Act and similar anti-spam laws
• Only send emails to customers who have contacted you
• Include accurate sender information
• Provide a way for recipients to opt out of communications
• Honor opt-out requests promptly

5. Shopify Integration and API Usage

5.1 OAuth Authorization

• Support Beam uses Shopify OAuth 2.0 for secure authentication
• You grant Support Beam access to specific Shopify API scopes: read_customers, read_orders, read_products
• You can revoke access at any time by disconnecting the app
• We store your access token securely and use it only for authorized operations

5.2 API Scope Justification

• read_customers: Required to display customer information in support tickets
• read_orders: Required to provide order context for support inquiries
• read_products: Required to display product images and details

5.3 Shopify Terms

Your use of Support Beam is also subject to Shopify's Terms of Service, API Terms of Use, and acceptable use policies. You agree to comply with all Shopify requirements.

6. Data and Privacy

6.1 Data Collection

Support Beam collects and processes data from your Shopify store as described in our Privacy Policy. By using the Service, you consent to such collection and processing.

6.2 Data Ownership

• You retain ownership of all customer data, orders, and content you provide
• We do not claim ownership of your data
• You grant us a license to use your data solely to provide the Service

6.3 Data Security

• We implement industry-standard security measures to protect your data
• However, no system is 100% secure, and we cannot guarantee absolute security
• You are responsible for maintaining backups of your critical data

6.4 Data Retention and Deletion

• Active data is retained while your store is connected
• Upon disconnection, OAuth tokens are immediately deleted
• Support tickets and messages are retained for 90 days after disconnection
• You may request immediate data deletion by contacting support

7. Intellectual Property Rights

7.1 Our Rights

• Support Beam and all related trademarks, logos, and service marks are owned by us
• The Service, including its software, design, and content, is protected by copyright and other intellectual property laws
• You may not use our intellectual property without prior written permission

7.2 Your Rights

• You retain all rights to your customer data, support tickets, and content
• You grant us a limited license to use your data to provide the Service
• This license terminates when you disconnect your store or delete your account

7.3 Feedback

If you provide feedback, suggestions, or ideas about the Service, you grant us a perpetual, worldwide, royalty-free license to use such feedback to improve the Service.

8. Fees and Payment

8.1 Current Pricing

Support Beam is currently offered free of charge. We reserve the right to introduce fees in the future with advance notice.

8.2 Future Billing (If Applicable)

If we introduce paid plans:

• We will provide at least 30 days' notice before charging
• Pricing will be clearly displayed before you subscribe
• Billing will be handled through Shopify's billing system
• You can cancel anytime to avoid future charges
• Refunds will be subject to our refund policy at that time

8.3 Taxes

You are responsible for any applicable taxes, duties, or government charges related to your use of the Service.

9. Service Availability and Support

9.1 Service Level

• We strive to provide reliable, uninterrupted service
• However, we do not guarantee 100% uptime or availability
• The Service may be temporarily unavailable for maintenance, updates, or unforeseen issues
• We will provide advance notice of scheduled maintenance when possible

9.2 Support

• Support is provided via email at support@supportbeam.net
• We aim to respond to support requests within 48 hours
• Support is provided in English
• We may prioritize support based on severity and impact

9.3 Service Modifications

• We may modify, update, or discontinue features at any time
• We will provide reasonable notice of material changes
• We are not liable for any modifications or discontinuation of features

10. Disclaimers and Limitation of Liability

10.1 Warranty Disclaimer

10.2 Limitation of Liability

10.3 Indemnification

You agree to indemnify and hold harmless Support Beam, its officers, directors, employees, and agents from any claims, damages, losses, liabilities, and expenses (including legal fees) arising from:

• Your use of the Service
• Your violation of these Terms
• Your violation of any laws or third-party rights
• Your customer data or content

11. Term and Termination

11.1 Term

These Terms remain in effect while you use Support Beam.

11.2 Termination by You

• You may terminate at any time by disconnecting your Shopify store
• Upon termination, your access to the Service will cease
• Data will be retained per our retention policy (90 days)
• You may request immediate data deletion

11.3 Termination by Us

We may suspend or terminate your access immediately if:

• You violate these Terms
• Your account poses a security risk
• We discontinue the Service
• Required by law or legal process

11.4 Effect of Termination

• Your right to use the Service ceases immediately
• OAuth tokens are revoked
• Data is deleted per our retention policy
• Provisions that should survive termination (liability, disclaimers, etc.) will continue

12. Dispute Resolution

12.1 Informal Resolution

Before filing a formal claim, you agree to contact us at legal@supportbeam.net to attempt to resolve the dispute informally.

12.2 Governing Law

These Terms are governed by the laws of the jurisdiction where Support Beam is registered, without regard to conflict of law principles.

12.3 Arbitration

Any disputes that cannot be resolved informally shall be resolved through binding arbitration, except where prohibited by law.

12.4 Class Action Waiver

You agree to resolve disputes on an individual basis and waive the right to participate in class actions or class arbitrations.

13. General Provisions

13.1 Entire Agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and Support Beam regarding the Service.

13.2 Severability

If any provision of these Terms is found unenforceable, the remaining provisions will remain in effect.

13.3 Waiver

Our failure to enforce any provision does not waive our right to enforce it later.

13.4 Assignment

You may not assign these Terms without our consent. We may assign these Terms to affiliates or successors.

13.5 Force Majeure

We are not liable for delays or failures caused by events beyond our reasonable control (natural disasters, pandemics, government actions, etc.).

13.6 Export Compliance

You agree to comply with all export and import laws and regulations applicable to the Service.

14. Changes to Terms

We may update these Terms from time to time. When we make changes:

• We will update the "Last Updated" date
• We will notify you via email for material changes
• You will have 30 days to review changes before they take effect
• Continued use of the Service after changes constitutes acceptance
• If you disagree with changes, you may terminate your account

15. Third-Party Services

Support Beam integrates with third-party services:

• Shopify: Subject to Shopify's Terms of Service
• Mailgun: Subject to Mailgun's Terms of Service
• Supabase: Database and authentication infrastructure

We are not responsible for third-party services, their availability, or their terms. Your use of third-party services is at your own risk.

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