Agreement to Terms
By engaging Assistethra Link ("Company," "we," "us," or "our") for any support services, you ("Client," "you," or "your") agree to be bound by these Terms of Service. These Terms constitute a legally binding agreement between you and Assistethra Link, a company registered in the State of Colorado, United States.
If you do not agree to these Terms in their entirety, you may not use our services. Continued use of our services following any modification to these Terms constitutes your acceptance of the revised Terms.
Services Description
Assistethra Link provides white-label customer support services including, but not limited to:
- White-label support services delivered under the Client's brand identity
- Customer support on behalf of the Client's brand across email, live chat, in-app messaging, and ticketing platforms
- SaaS product support including technical tier-one and tier-two assistance
- E-commerce store support including order management, returns, and fulfillment assistance
- Mobile application support for iOS and Android platforms
- Quality assurance, performance reporting, and brand alignment review services
The specific scope of services provided to each Client is defined in the applicable Service Agreement or Statement of Work executed between the parties. In the event of any conflict between these Terms and a signed Service Agreement, the Service Agreement shall control.
Client Responsibilities
To enable Assistethra Link to perform its services effectively, the Client agrees to:
- Provide accurate, complete, and timely access to relevant product documentation, brand guidelines, tone-of-voice materials, and escalation policies
- Grant necessary access credentials to helpdesk systems, ticketing platforms, and communication tools used by the Client
- Designate a primary point of contact responsible for approving templates, responding to escalations, and participating in onboarding sessions
- Notify Assistethra Link of material changes to products, policies, or procedures that may affect support operations with reasonable advance notice
- Pay all invoices in accordance with the payment terms specified in the applicable Service Agreement
- Refrain from using Assistethra Link's services for any unlawful purpose or in violation of any applicable regulations
Payment & Billing
All services are billed on a monthly retainer basis unless otherwise specified in the applicable Service Agreement. Invoices are issued at the beginning of each billing cycle and are due within fourteen (14) calendar days of issuance unless alternative payment terms have been agreed in writing.
Overages: If the Client's monthly ticket volume exceeds the included allocation specified in the applicable plan, overage fees will apply at the pre-agreed per-ticket rate. Assistethra Link will notify the Client upon reaching ninety percent (90%) of the included ticket allocation.
Late Payments: Invoices not paid within the applicable payment period may incur a late fee of 1.5% per month on the outstanding balance. Assistethra Link reserves the right to suspend services after thirty (30) days of non-payment following written notice to the Client.
All fees are stated in United States Dollars (USD) and are exclusive of applicable taxes, which shall be the sole responsibility of the Client.
Confidentiality & NDA
Assistethra Link treats all Client information as strictly confidential. Our agents operate exclusively under the Client's brand identity and are bound by internal confidentiality policies that prohibit disclosure of any Client-specific information to third parties.
Upon request, Assistethra Link will execute a formal Non-Disclosure Agreement (NDA) prior to the commencement of services. In all cases, Assistethra Link agrees not to:
- Disclose the Client's identity, business operations, or proprietary information to any third party
- Reference the Client in any marketing material, case study, or public communication without prior written consent
- Use Client data for any purpose other than the delivery of contracted services
Intellectual Property
All brand assets, guidelines, templates, and materials provided by the Client to Assistethra Link for the purpose of delivering services remain the sole property of the Client. Assistethra Link acquires no ownership rights over any Client intellectual property.
Any operational frameworks, internal methodologies, quality assurance processes, or reporting tools developed by Assistethra Link in the course of providing services remain the sole intellectual property of Assistethra Link, unless expressly transferred to the Client in a signed written agreement.
All response templates, macros, and communication scripts co-developed with the Client during onboarding are jointly owned unless otherwise specified in the applicable Service Agreement.
Limitation of Liability
To the fullest extent permitted by applicable law, Assistethra Link shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, loss of revenue, loss of data, or loss of goodwill, arising out of or in connection with the services provided under these Terms.
In no event shall Assistethra Link's aggregate liability to the Client for any claim arising out of or related to these Terms exceed the total fees paid by the Client to Assistethra Link in the three (3) months immediately preceding the event giving rise to the claim.
Assistethra Link does not warrant that services will be uninterrupted or error-free, and makes no representations regarding the outcome of any specific customer interaction handled on behalf of the Client.
Termination
Either party may terminate the service relationship in accordance with the notice requirements set forth in the applicable Service Agreement. In the absence of a separate agreement, the following default terms apply:
- During the initial 90-day period: Either party may terminate with fourteen (14) days written notice
- After the initial 90-day period: Either party may terminate with thirty (30) days written notice
- For cause: Either party may terminate immediately upon written notice if the other party materially breaches these Terms and fails to cure such breach within ten (10) business days of receiving written notice
Upon termination, Assistethra Link will provide the Client with complete documentation, all data exports in agreed formats, and a formal handover report within ten (10) business days of the effective termination date. All outstanding fees remain due and payable upon termination.
Governing Law
These Terms of Service shall be governed by and construed in accordance with the laws of the State of Colorado, United States, without regard to its conflict of law provisions. Any dispute arising out of or relating to these Terms shall be subject to the exclusive jurisdiction of the state and federal courts located in Jefferson County, Colorado.
The parties agree to attempt to resolve any dispute through good-faith negotiation before initiating formal legal proceedings. If a dispute cannot be resolved through negotiation within thirty (30) days, either party may pursue all available legal remedies.
Contact
If you have any questions about these Terms of Service or wish to discuss any provision contained herein, please contact us using the information below.