Terms of Service

1. Agreement to Terms

By accessing or using Teravictus ("the Service"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, you may not use the Service.

Teravictus is a digital SaaS platform that integrates Zendesk support tickets with Slack workspaces. The Service is provided by Teravictus ("we", "us", or "our").

2. Description of Service

Teravictus provides the following digital services:

• Real-time synchronization of Zendesk support tickets to Slack channels
• AI-powered critical incident detection using Gemini 2.5 Flash
• Automated ticket routing and notification management
• Usage-based billing and subscription management
• Multi-tenant organization management

Important: Teravictus is a digital product only. We do not sell, ship, or deliver physical goods of any kind.

3. Eligibility

To use Teravictus, you must:

• Be at least 18 years of age
• Have the authority to enter into these Terms on behalf of your organization
• Have active Zendesk and Slack accounts with appropriate permissions
• Provide accurate and complete registration information
• Comply with all applicable laws and regulations

4. User Responsibilities

4.1 Account Security

You are responsible for:

• Maintaining the confidentiality of your account credentials
• All activities that occur under your account
• Notifying us immediately of any unauthorized access or security breach
• Ensuring your Zendesk and Slack integration credentials remain valid

4.2 Acceptable Use

You agree NOT to:

• Use the Service for any illegal or unauthorized purpose
• Violate any laws, regulations, or third-party rights
• Transmit viruses, malware, or other malicious code
• Attempt to gain unauthorized access to our systems or networks
• Interfere with or disrupt the Service or servers
• Use the Service to send spam or unsolicited messages
• Reverse engineer, decompile, or disassemble the Service
• Remove or modify any copyright, trademark, or proprietary notices
• Use the Service in any way that could damage our reputation
• Make false, misleading, or defamatory statements about Teravictus, the Service, or its operators on social media, review sites, forums, or any public platform
• Engage in coordinated campaigns to harm our reputation or business

4.2.1 Prohibited Public Statements

While you are free to share honest feedback and reviews, you agree NOT to:

• Defamation: Post false or misleading information about the Service with intent to harm our reputation
• Coordinated Attacks: Organize or participate in campaigns to post negative reviews or comments
• Impersonation: Pretend to be Teravictus or misrepresent your affiliation with us
• Confidential Information: Share private communications, support tickets, or confidential information publicly without permission
• Harassment: Harass, threaten, or abuse our team members on social media or other platforms

Important: This does not restrict you from sharing honest, factual experiences or legitimate criticism. You may post truthful reviews and feedback. We only prohibit false, defamatory, or malicious content intended to harm our business.

Violation of this provision may result in immediate termination and legal action to protect our reputation.

4.3 Prohibited Content

The Service may not be used to process or transmit:

• Adult content or sexually explicit material
• Gambling, gaming, or betting services
• Illegal drugs, substances, or paraphernalia
• Weapons, explosives, or dangerous materials
• Stolen goods or fraudulent schemes
• Content that infringes intellectual property rights
• Hate speech, harassment, or discriminatory content

5. Subscription Plans and Billing

5.1 Subscription Plans

Teravictus offers the following subscription plans:

• Weekly Plan: $25/week base fee + usage-based token pricing
• Monthly Plan: $90/month base fee + usage-based token pricing

Token Pricing (for both plans): $2 per million input tokens, $10 per million output tokens

5.2 Payment Terms

• All fees are in USD unless otherwise stated
• Subscriptions are billed in advance on a recurring basis
• Usage-based token charges are billed at the end of each billing period
• Payment is processed through our secure payment provider, Dodo Payments
• You authorize us to charge your payment method for all fees owed

5.2.1 Price Changes

Teravictus reserves the right to modify pricing at any time. When prices change:

• New Customers: Pay the current published prices at the time of signup (no advance notice required for new signups)
• Existing Customers: Price changes will take effect at the start of your next billing cycle, unless Teravictus decides to:
  • Grandfather existing customers at their current rates
  • Provide special pricing or discounts
  • Delay the price change for certain customers
• Notice for Existing Customers: We will provide at least 30 days' advance notice of price increases to existing customers via email
• No Guarantee: Current pricing is not guaranteed to remain the same
• Right to Cancel: If you do not accept a price increase, you may cancel your subscription before the new price takes effect

Example: If your monthly plan costs $90 today and we increase the price to $100, you will continue to pay $90 for your current billing cycle. Starting from your next billing cycle, you will be charged $100 (unless Teravictus chooses to maintain your current rate or offer a different arrangement).

5.3 Plan Changes

• Upgrades (Weekly → Monthly): Take effect immediately with prorated billing
• Downgrades (Monthly → Weekly): Take effect at the end of your current billing period
• You can change plans at any time through your account dashboard

5.4 Failed Payments

If payment fails, we will attempt to charge your payment method up to 3 times. If payment continues to fail, your account may be suspended or terminated, and you will lose access to the Service.

6. Cancellation and Refund Policy

6.1 Cancellation

• You may cancel your subscription at any time from your account dashboard
• Cancellations take effect at the end of your current billing period
• You retain access to the Service until the end of your paid period
• No refunds are provided for partial billing periods
• Any scheduled plan changes are cancelled when you cancel your subscription

6.2 Refund Policy

No Refunds: All fees paid are non-refundable, including but not limited to:

• Monthly or weekly base subscription fees
• Usage-based token charges
• Fees for unused portions of your billing period
• Fees paid before cancellation

6.3 Exceptions

Refunds may be issued at our sole discretion in the following exceptional circumstances:

• Service Failure: If our Service is unavailable for more than 24 consecutive hours due to our fault
• Billing Errors: If you were incorrectly charged due to a system error
• Duplicate Charges: If you were charged multiple times for the same period

To request an exception, contact us at teamteravictus@gmail.com within 7 days of the charge with documentation of the issue.

6.4 Refund Processing

If a refund is approved, it will be processed within 10 business days to the original payment method. Refund timeframes depend on your payment provider.

7. Service Level and Limitations

7.1 Service Availability

We strive to maintain 99.9% uptime, but the Service is provided "as is" and "as available." We do not guarantee:

• Uninterrupted or error-free operation
• That defects will be corrected immediately
• Compatibility with all Zendesk or Slack configurations
• That the Service will meet your specific requirements

7.2 AI-Powered Features and Limitations

IMPORTANT: Our Service uses artificial intelligence (Google Gemini 2.5 Flash) for critical incident detection and analysis. You acknowledge and agree that:

• AI Can Be Inaccurate: AI models can produce incorrect, incomplete, or misleading results ("hallucinations")
• No Guarantee of Accuracy: We do not guarantee the accuracy, reliability, or completeness of AI-generated insights
• False Positives/Negatives: The AI may incorrectly identify incidents as critical or fail to identify actual critical incidents
• Your Responsibility to Verify: You are solely responsible for verifying all AI-generated information before taking action
• No Medical/Legal/Financial Advice: AI outputs do not constitute professional advice of any kind
• Continuous Improvement: While we strive to improve AI accuracy, we make no guarantees about future improvements

YOU EXPRESSLY ACKNOWLEDGE AND AGREE THAT WE ARE NOT RESPONSIBLE OR LIABLE FOR ANY DAMAGES, LOSSES, OR CONSEQUENCES ARISING FROM:

• Reliance on AI-generated content or recommendations
• Incorrect, inaccurate, or misleading AI outputs
• Missed critical incidents or false alerts
• Decisions made based on AI-provided information
• Any actions taken or not taken based on AI analysis

7.3 Maintenance and Downtime

We may perform scheduled maintenance with advance notice. Emergency maintenance may occur without notice. No refunds or credits are provided for scheduled or emergency maintenance.

7.4 Third-Party Dependencies

The Service depends on third-party platforms (Zendesk, Slack, Google Gemini AI). We are not responsible for outages, changes, or issues caused by these third parties.

8. Intellectual Property Rights

8.1 Our IP

The Service, including all software, designs, text, graphics, logos, and other content, is owned by Teravictus and protected by copyright, trademark, and other intellectual property laws. You may not:

• Copy, modify, or distribute our proprietary materials
• Use our trademarks or branding without permission
• Create derivative works based on the Service

8.2 Your Data

You retain all rights to your data (ticket content, customer information, etc.). By using the Service, you grant us a limited license to process your data solely for the purpose of providing the Service.

8.3 Feedback

If you provide feedback, suggestions, or ideas about the Service, you grant us a worldwide, perpetual, royalty-free license to use, incorporate, and implement such feedback without compensation or attribution.

9. Limitation of Liability and Legal Protections

9.1 Disclaimer of Warranties

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, ACCURACY, RELIABILITY, OR NON-INFRINGEMENT. WE MAKE NO WARRANTY THAT THE SERVICE WILL MEET YOUR REQUIREMENTS OR BE UNINTERRUPTED, TIMELY, SECURE, OR ERROR-FREE.

9.2 Complete Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, TERAVICTUS, ITS OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, AND AFFILIATES SHALL NOT BE LIABLE TO YOU OR ANY THIRD PARTY FOR ANY DAMAGES WHATSOEVER, INCLUDING BUT NOT LIMITED TO:

• Indirect, incidental, special, consequential, or punitive damages
• Loss of profits, revenue, data, goodwill, or business opportunities
• Service interruptions, downtime, or data loss
• AI errors, hallucinations, inaccuracies, or missed critical incidents
• Actions or inactions of third parties (including Zendesk, Slack, Google, or any other third party)
• Errors, bugs, or defects in the Service
• Any decisions made or actions taken based on the Service or AI-generated content
• Any other claim related to your use of the Service

THIS LIMITATION APPLIES REGARDLESS OF:

• The legal theory (contract, tort, negligence, strict liability, or otherwise)
• Whether we were advised of the possibility of such damages
• Whether the limited remedies fail of their essential purpose

MAXIMUM LIABILITY CAP: IN NO EVENT SHALL OUR TOTAL AGGREGATE LIABILITY FOR ALL CLAIMS ARISING FROM OR RELATED TO THE SERVICE EXCEED THE LESSER OF: (A) THE TOTAL AMOUNT YOU PAID US IN THE 3 MONTHS IMMEDIATELY PRECEDING THE CLAIM, OR (B) $100 USD.

9.3 No Right to Sue

BY USING THE SERVICE, YOU EXPRESSLY WAIVE AND RELEASE ANY AND ALL RIGHTS AND CLAIMS AGAINST TERAVICTUS THAT YOU MAY HAVE ARISING FROM OR RELATED TO:

• The Service's performance, availability, or functionality
• AI-generated content, recommendations, or analysis
• Any damages or losses you suffer while using or as a result of using the Service
• Our termination or suspension of your account
• Any changes to the Service, pricing, or these Terms

YOU ACKNOWLEDGE THAT THIS WAIVER IS AN ESSENTIAL PART OF THESE TERMS AND THAT WE WOULD NOT PROVIDE THE SERVICE WITHOUT THESE LIMITATIONS.

9.4 Indemnification

You agree to defend, indemnify, and hold harmless Teravictus, its officers, directors, employees, agents, and affiliates from and against any and all claims, damages, obligations, losses, liabilities, costs, debts, and expenses (including but not limited to attorney's fees) arising from:

• Your use or misuse of the Service
• Your violation of these Terms
• Your violation of any law, regulation, or third-party rights
• Your data or content transmitted through the Service
• Any claim that your use of the Service caused damage to a third party
• Any decisions made or actions taken based on AI-generated content

This indemnification obligation will survive termination of these Terms and your use of the Service.

10. Data Protection and Privacy

Your use of the Service is also governed by our Privacy Policy, which describes how we collect, use, and protect your information. By using the Service, you consent to our data practices as described in the Privacy Policy.

11. Termination

11.1 Termination by You

You may terminate your account at any time by cancelling your subscription. Upon termination:

• Your access will end at the conclusion of your current billing period
• Your data will be deleted within 90 days (subject to legal retention requirements)
• No refunds will be provided for the remaining period

11.2 Termination by Us

We reserve the right to suspend or terminate your access at any time, for any reason or no reason, with or without notice. This includes, but is not limited to, situations where:

• You violate these Terms
• Your account is used for fraudulent or illegal activities
• Your payment method fails repeatedly
• You engage in prohibited uses described in Section 4
• We are required to do so by law
• We decide to discontinue the Service or modify our business operations
• We determine, in our sole discretion, that continuing your access would be harmful to our business or reputation

We are not obligated to provide a reason for termination and will not be liable for any damages resulting from termination.

11.3 Effect of Termination

Upon termination, certain provisions of these Terms will continue to apply and remain in effect even after your account is closed. These surviving provisions include:

• Intellectual Property Rights: Our ownership of the Service and your ownership of your data
• Payment Obligations: Any unpaid fees owed before termination remain due
• Warranty Disclaimers: The "as is" disclaimers in Section 9.1
• Limitations of Liability: Our liability limits in Section 9.2
• Indemnification: Your obligation to indemnify us for claims arising from your use
• Dispute Resolution: Arbitration and class action waiver provisions

This means that even after termination, you cannot sue us for issues covered by our liability limitations, and you remain responsible for any damages you caused while using the Service.

12. Dispute Resolution

12.1 Informal Resolution First

If you have any dispute, complaint, or concern about the Service, please contact us first at teamteravictus@gmail.com. We will make a good-faith effort to resolve the issue informally within 30 days.

12.2 Governing Law

These Terms are governed by the laws of your local jurisdiction. Any legal disputes will be subject to the laws applicable where you reside or do business.

12.3 Individual Disputes Only

You agree that any disputes will be resolved on an individual basis. You may not join your claim with claims of other users or participate in class action lawsuits against Teravictus.

13. General Provisions

13.1 Governing Law

These Terms are governed by and construed in accordance with the laws of the jurisdiction where Teravictus operates, without regard to conflict of law principles.

13.2 Changes to Terms

We may modify these Terms at any time. Changes will be effective:

• Immediately upon posting for non-material changes
• 30 days after notice for material changes

Your continued use after changes are posted constitutes acceptance of the modified Terms.

13.3 Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will remain in full force and effect.

13.4 Entire Agreement

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

13.5 Assignment

You may not assign or transfer these Terms without our written consent. We may assign these Terms to any affiliate or successor entity.

13.6 Waiver

Our failure to enforce any provision of these Terms does not constitute a waiver of that provision or our right to enforce it later.

14. Contact Information

For questions about these Terms or the Service, please contact us: