Terms of Service — Please read these terms carefully

Summary (not a substitute for reading the full terms)

TroubleTrace is a tool to help support teams organise their knowledge. We are not responsible for the content you store, the accuracy of that content, or any decisions you or your team make based on it. Use the platform responsibly.

1. Acceptance of Terms

By accessing or using TroubleTrace ("the Service", "we", "us"), you agree to be bound by these Terms of Service. If you do not agree to these terms, you must not use the Service. These terms apply to all users, including registered users and visitors.

2. Description of the Service

TroubleTrace is a knowledge-management tool that allows tech support agents to capture, annotate, and review support ticket information for educational and reference purposes. The Service may include integrations with third-party AI tools and ticketing platforms.

The Service is provided "as is" and we make no guarantees about its availability, accuracy, or fitness for any particular purpose.

3. User Accounts

You must create an account to use the Service. You are responsible for:

Maintaining the confidentiality of your account credentials.
All activity that occurs under your account.
Notifying us immediately if you suspect unauthorised use of your account.

We reserve the right to suspend or terminate accounts that violate these terms.

3.1 Third-Party Sign-In

Instead of a password, you may register or log in using Google Sign-In or Continue with GitHub. By choosing one of these options, you also agree to the applicable terms of that provider: the Google Terms of Service or the GitHub Terms of Service, as applicable.

We are not responsible for the availability, security, or accuracy of these third-party sign-in services. If a provider suspends, restricts, or changes your account with them, your ability to log in to TroubleTrace via that method may be affected. See our Privacy Policy for details on what account information we receive from these providers.

4. User Content and Data

4.1 Ownership

You retain full ownership of all content you submit to the Service, including ticket descriptions, notes, resolutions, and any other information ("User Content"). By submitting content, you grant us a limited, non-exclusive licence to store and display it solely to provide the Service to you.

4.2 Your Responsibility for Content

Important — Read carefully

TroubleTrace takes no responsibility whatsoever for the accuracy, completeness, reliability, or legality of any content you store in the Service. All User Content is entered and managed entirely at your own risk.

You are solely responsible for ensuring that:

Any ticket information you store does not contain confidential customer data, personally identifiable information (PII), or sensitive data that you are not authorised to store outside of your organisation's systems.
Your use of the Service complies with your organisation's data-handling policies and applicable privacy regulations (including GDPR, CCPA, or similar laws in your jurisdiction).
You have the right to store and process any third-party information you enter into the Service.
Content you save is accurate and up to date — outdated or incorrect resolutions may lead to incorrect actions being taken.

4.3 No Review of Content

We do not monitor, review, or verify the accuracy of User Content. The existence of a ticket entry in TroubleTrace does not constitute any endorsement, verification, or validation of the information within it.

5. AI Features and Third-Party Integrations

AI-generated content carries inherent risk

AI integrations may produce summaries, analyses, or suggestions that are inaccurate, incomplete, or misleading. Never rely solely on AI-generated content for technical decisions without independent verification.

The Service may connect to third-party AI providers (such as Anthropic Claude or OpenAI ChatGPT) via MCP. When using these features:

Content submitted to AI providers is governed by their respective terms of service and privacy policies.
We are not responsible for any output, analysis, or recommendation produced by third-party AI systems.
You agree not to submit content to AI features that includes sensitive personal data, confidential business information, or anything you are not authorised to share with external systems.

Similarly, integrations with ticketing platforms (Plain, Zendesk, and others) are provided for your convenience. We are not affiliated with or responsible for those platforms.

6. Prohibited Uses

You agree not to use the Service to:

Store, transmit, or display content that is unlawful, defamatory, abusive, or infringing on third-party rights.
Upload content that contains malware, viruses, or malicious code.
Attempt to gain unauthorised access to any part of the Service or its infrastructure.
Use the Service in a way that violates any applicable law or regulation.
Impersonate any person or entity or misrepresent your affiliation with any person or entity.
Store regulated personal data (health records, financial data, government IDs, etc.) without appropriate authorisation and safeguards.

7. Intellectual Property

All software, design, trademarks, and content comprising the Service (excluding User Content) are owned by or licensed to TroubleTrace and protected by applicable intellectual property laws. You may not copy, reproduce, or distribute any part of the Service without prior written consent.

8. Disclaimer of Warranties

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. TO THE MAXIMUM EXTENT PERMITTED BY LAW, WE DISCLAIM ALL WARRANTIES INCLUDING, WITHOUT LIMITATION:

Warranties of merchantability, fitness for a particular purpose, or non-infringement.
Any guarantee that the Service will be uninterrupted, error-free, or secure.
Any warranty regarding the accuracy, reliability, or completeness of information on the Service, including User Content.

9. Limitation of Liability

TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, TROUBLETRACE AND ITS OPERATORS SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES ARISING OUT OF OR RELATED TO YOUR USE OF THE SERVICE, INCLUDING BUT NOT LIMITED TO:

Loss of data, revenue, profits, or business opportunities.
Harm arising from decisions made based on ticket content stored in the Service.
Harm arising from AI-generated content or third-party integrations.
Security breaches resulting from your own mishandling of credentials or sensitive data.

Our total liability to you for any claim arising out of or related to the Service shall not exceed the amount you paid us (if any) in the twelve months preceding the claim.

10. Indemnification

You agree to indemnify, defend, and hold harmless TroubleTrace and its operators from and against any claims, damages, losses, costs, or expenses (including legal fees) arising out of your use of the Service, your User Content, or your violation of these Terms.

11. Termination

We may suspend or terminate your access to the Service at any time, with or without cause, with or without notice. Upon termination, your right to use the Service ceases immediately. You may request deletion of your account and associated data at any time by contacting us.

12. Changes to These Terms

We reserve the right to update these Terms at any time. We will notify users of material changes by updating the "Last updated" date at the top of this page. Continued use of the Service after changes constitutes acceptance of the revised terms.

13. Governing Law

These Terms shall be governed by the laws of the jurisdiction in which the Service is operated, without regard to conflict-of-law principles. Any disputes shall be resolved in the competent courts of that jurisdiction.

14. Contact

If you have questions about these Terms, please reach out via the contact information provided in the app.