Terms of Service

1. Acceptance of Terms

By accessing or using IncidentCore's platform, services, or website, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service and our Privacy Policy. If you do not agree to these Terms, you must not access or use our services.

These Terms constitute a legally binding agreement between you and IncidentCore. If you are using our services on behalf of an organization, you represent and warrant that you have the authority to bind that organization to these Terms.

2. Service Description

IncidentCore provides a comprehensive incident management and IT service management (ITSM) platform designed to help organizations track, manage, and resolve incidents efficiently.

Platform Features

• Incident Management: Track and manage incidents from creation to resolution
• Ticketing System: Organize and prioritize support requests
• SLA Tracking: Monitor and maintain service level agreements
• Dashboard & Analytics: Real-time visibility into operations and performance metrics
• User Management: Control access and permissions for team members
• API Access: Integrate with your existing tools and systems (available on Professional and Enterprise plans)

We reserve the right to modify, suspend, or discontinue any aspect of our services at any time, with or without notice. We do not guarantee that our services will be available at all times or that they will be error-free.

3. Account Registration

To access certain features of IncidentCore, you must create an account. When registering, you agree to:

• Provide accurate, current, and complete information
• Maintain and promptly update your account information
• Maintain the security of your account credentials
• Accept responsibility for all activities that occur under your account
• Notify us immediately of any unauthorized use of your account

You must be at least 18 years old or the legal age of majority in your jurisdiction to create an account. By creating an account, you represent that you meet this age requirement.

4. Subscription Plans

IncidentCore offers various subscription plans with different features and limitations:

Plan Types

• Essential Plan: Designed for small teams (up to 10 users) with core incident management features
• Professional Plan: Advanced features for growing businesses (up to 50 users) with API access and advanced reporting
• Enterprise Plan: Unlimited users with custom modules, white-label branding, and dedicated support

Billing and Renewal

• Subscriptions are billed monthly or annually, as selected during signup
• Annual subscriptions offer a 20% discount compared to monthly billing
• Subscriptions automatically renew at the end of each billing period unless cancelled
• You can upgrade or downgrade your plan at any time
• Plan changes take effect immediately, with billing adjustments prorated

Trial Period

New accounts may include a trial period (typically 30 days) during which you can access all features of your selected plan. No credit card is required for trial signup. If you do not cancel before the trial ends, your subscription will automatically convert to a paid plan.

5. Payment Terms

All subscription fees are due in advance for the billing period selected. By subscribing, you authorize us to charge your payment method for all fees associated with your account.

Payment Methods

We accept major credit cards, debit cards, and other payment methods as displayed during checkout. All payments are processed securely through our payment partners.

Billing Cycles

• Monthly Billing: Charged on the same day each month based on your subscription start date
• Annual Billing: Charged once per year on your subscription anniversary date
• If a billing date falls on a day that does not exist in a given month (e.g., February 30), billing will occur on the last day of that month

Failed Payments

If a payment fails, we will attempt to retry the payment. If payment continues to fail:

• Your account may be suspended until payment is resolved
• We will notify you via email about the payment failure
• You remain responsible for all charges incurred during any grace period
• We reserve the right to terminate your account after repeated payment failures

Price Changes

We reserve the right to modify our pricing at any time. Price changes will not affect your current billing period but will apply to subsequent renewals. We will provide at least 30 days' notice of any price increases.

6. Refund Policy

Refund Eligibility

To be eligible for a refund, you must:

• Request the refund within 30 days of your initial subscription payment
• Have made at least one payment for your subscription
• Not have violated our Terms of Service
• Submit your refund request through our official support channels

Refund Request Process

To request a refund:

1. Contact our support team at [email protected] or through your account dashboard
2. Provide your account email address and subscription details
3. State the reason for your refund request
4. Our team will review your request and respond within 5 business days

Refund Processing

• Processing Time: Approved refunds are processed within 5-10 business days
• Refund Method: Refunds are issued to the original payment method used for the subscription
• Refund Amount: Full refund of the subscription fee paid (for 30-day guarantee) or prorated amount for partial periods
• Bank Processing: Depending on your bank or card issuer, it may take an additional 5-10 business days for the refund to appear in your account

Prorated Refunds

For plan changes (upgrades or downgrades) or mid-cycle cancellations:

• Upgrades: You pay the prorated difference for the remaining billing period
• Downgrades: You receive a prorated credit for the difference, applied to your next billing cycle
• Cancellations: If you cancel mid-cycle, you will continue to have access until the end of your paid period. No refunds are provided for the unused portion unless within the 30-day guarantee period

Non-Refundable Items

The following are not eligible for refunds:

• Setup fees or one-time implementation charges (if applicable)
• Custom development or professional services
• Third-party add-ons or integrations purchased separately
• Subscriptions cancelled after the 30-day guarantee period
• Accounts terminated for violation of Terms of Service

Chargeback Policy

Refund Exceptions

We reserve the right to deny refund requests if:

• The request is made after the 30-day guarantee period
• There is evidence of fraud or abuse
• The account has violated our Terms of Service
• Multiple refund requests have been made for the same account

Contact for Refunds

7. User Responsibilities

You are responsible for your use of IncidentCore and any content you create, upload, or share through our platform.

Acceptable Use

You agree to use IncidentCore only for lawful purposes and in accordance with these Terms. You agree not to:

• Violate any applicable laws, regulations, or third-party rights
• Transmit any malicious code, viruses, or harmful content
• Attempt to gain unauthorized access to our systems or other users' accounts
• Interfere with or disrupt the operation of our services
• Use automated systems to access our services without authorization
• Impersonate any person or entity or misrepresent your affiliation
• Collect or harvest information about other users
• Use our services to send spam or unsolicited communications

Content Responsibility

You are solely responsible for all content you create, upload, or transmit through IncidentCore. You represent and warrant that:

• You have the right to use and share the content
• The content does not infringe on any third-party rights
• The content complies with all applicable laws
• The content is accurate and not misleading

8. Intellectual Property

IncidentCore and its original content, features, and functionality are owned by IncidentCore and are protected by international copyright, trademark, patent, trade secret, and other intellectual property laws.

Our Rights

All rights, title, and interest in and to IncidentCore, including all intellectual property rights, remain the exclusive property of IncidentCore and its licensors.

Your Rights

You retain ownership of any content you create or upload to IncidentCore. By using our services, you grant us a worldwide, non-exclusive, royalty-free license to use, store, and process your content solely for the purpose of providing our services to you.

Trademarks

The IncidentCore name, logo, and all related names, logos, product and service names are trademarks of IncidentCore. You may not use these trademarks without our prior written permission.

9. Termination

Either party may terminate your account at any time, with or without cause.

Termination by You

You may cancel your subscription at any time through your account settings or by contacting support. Upon cancellation:

• Your subscription will remain active until the end of your current billing period
• You will continue to have access to all features until the subscription expires
• No refunds will be provided for the unused portion unless within the 30-day guarantee period
• Your data will be retained for 30 days after cancellation, after which it may be permanently deleted

Termination by Us

We may suspend or terminate your account immediately if:

• You violate these Terms of Service
• You fail to pay subscription fees when due
• You engage in fraudulent or illegal activity
• We are required to do so by law
• We discontinue the service (with reasonable notice)

Effect of Termination

Upon termination, your right to access and use IncidentCore will immediately cease. We may delete your account and data, though we may retain certain information as required by law or for legitimate business purposes.

10. Limitation of Liability

To the maximum extent permitted by law, IncidentCore and its affiliates, officers, employees, and agents shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, use, goodwill, or other intangible losses.

Service Availability

We do not guarantee that our services will be uninterrupted, secure, or error-free. We are not liable for any downtime, data loss, or service interruptions.

Maximum Liability

Our total liability to you for all claims arising from or related to your use of IncidentCore shall not exceed the amount you paid us in the 12 months preceding the claim, or $100, whichever is greater.

Jurisdictional Limitations

Some jurisdictions do not allow the exclusion or limitation of certain damages. In such jurisdictions, our liability is limited to the maximum extent permitted by law.

11. Dispute Resolution

If you have any concerns or disputes regarding these Terms or our services, we encourage you to contact us first to resolve the matter amicably.

Governing Law

These Terms shall be governed by and construed in accordance with the laws of the jurisdiction in which IncidentCore operates, without regard to its conflict of law provisions.

Arbitration

Any dispute, controversy, or claim arising out of or relating to these Terms shall be settled through binding arbitration in accordance with the rules of a recognized arbitration organization. The arbitration shall be conducted in the English language.

Class Action Waiver

You agree that any disputes will be resolved individually and not as part of a class action or consolidated proceeding.

12. Changes to Terms

We reserve the right to modify these Terms at any time. When we make material changes, we will:

• Post the updated Terms on our platform
• Update the "Last Updated" date
• Notify registered users via email of significant changes
• Display prominent notices on IncidentCore for at least 30 days

Your continued use of IncidentCore after changes become effective constitutes your acceptance of the revised Terms. If you do not agree to the changes, you must stop using our services and cancel your subscription.

13. Contact Information

If you have questions about these Terms of Service, please contact us:

For legal matters or Terms of Service inquiries:

We will respond to your inquiry within 5 business days or as required by applicable law.