Terms of Service & Master Service Agreement

Effective Date: July 2026

Please read these Terms of Service and Master Service Agreement (“Agreement”) carefully before creating an account, accessing, or using the services offered by Ticket2Doc (“Ticket2Doc”, “Company”, “We”, “Us”, or “Our”).

By creating an account or accessing ticket2doc.com or portal.ticket2doc.com (collectively, the “Service”), you (“Customer”, “You”, or “Your”) agree to be bound by all terms and conditions of this Agreement. If you are entering into this Agreement on behalf of a company or entity (such as a Managed Service Provider / MSP), you represent that you have the authority to bind such entity to these terms.

1. Description of Service

Ticket2Doc provides an automated SaaS integration platform that receives PSA webhook notifications (including Syncro PSA), sanitizes ticket resolution notes, formats Standard Operating Procedures (SOPs) via AI models, and syncs articles to documentation systems (including Hudu Knowledge Base).

2. Account Registration & Acceptable Use

A. Account Security

You must provide accurate, complete registration information. You are solely responsible for maintaining the confidentiality of your login credentials, API keys, and Multi-Factor Authentication (MFA) devices. You agree to notify us immediately of any unauthorized access to your account.

B. Acceptable Use Policy

You agree not to:

Use the Service for any unlawful purpose or in violation of applicable privacy laws.
Reverse engineer, decompile, or attempt to extract source code from the Service.
Interfere with or disrupt the integrity, performance, or security of the Service.
Transmit malicious code, viruses, or intentional prompt injection payloads through webhooks.

3. Data License & Confidentiality

A. Customer Data License

Customer retains all ownership rights in ticket content and metadata (“Customer Data”). Customer grants Ticket2Doc a non-exclusive, worldwide, royalty-free license to process Customer Data solely to provide, maintain, and execute the Service.

B. In-Memory Sanitization Disclaimer

While Ticket2Doc provides automated in-memory regex filters designed to scrub IP addresses, passwords, and sensitive keys, Customer acknowledges that automated filters cannot guarantee 100% redaction of proprietary or confidential information. Customer remains responsible for establishing internal service desk procedures to manage sensitive ticket data.

4. Disclaimer of Warranties

To the maximum extent permitted by applicable law:

The Service is provided on an “as is” and “as available” basis, with all faults and without warranties of any kind.
Ticket2Doc disclaims all warranties, express, implied, statutory, or otherwise, including but not limited to implied warranties of merchantability, fitness for a particular purpose, title, accuracy, and non-infringement.
We do not warrant that the Service will be uninterrupted, timely, error-free, secure, or free from third-party API disruptions (including Syncro PSA, Hudu, or LLM model provider outages).

5. Limitation of Liability

To the fullest extent permitted by applicable law:

A. Exclusion of Consequential & Indirect Damages

In no event shall Ticket2Doc, its owners, operators, officers, directors, employees, agents, or suppliers be liable to you or any third party for any indirect, incidental, special, consequential, punitive, or exemplary damages, including but not limited to:

Loss of profits, revenue, data, goodwill, or business opportunities;
Work stoppage, computer failure, system downtime, or data corruption;
Inaccuracies, omissions, or errors in generated SOP articles or documentation;
Unsanitized data leaks or third-party integration disruptions; regardless of the theory of liability (contract, tort, strict liability, or otherwise), even if informed of the possibility of such damages.

B. Aggregate Liability Cap

Ticket2Doc’s total cumulative and aggregate liability arising out of or relating to this Agreement, the site, or the Service shall not exceed the total aggregate fees actually paid by Customer to Ticket2Doc in the twelve (12) month period immediately preceding the event giving rise to the claim, or One Hundred U.S. Dollars ($100.00 USD), whichever is greater.

6. Indemnification

Customer agrees to defend, indemnify, and hold harmless Ticket2Doc, its operators, parent companies, subsidiaries, officers, directors, employees, and agents from and against any and all claims, demands, suits, actions, proceedings, losses, liabilities, damages, judgments, settlements, fines, penalties, costs, and expenses (including reasonable attorneys’ fees) arising out of or related to:

Customer’s access to or use of the Service;
Customer Data, tickets, resolution notes, or SOP content generated or synced to Hudu or other platforms;
Customer’s breach of any provision of this Agreement or Privacy Policy;
Customer’s violation of any third-party right, including privacy, confidentiality, or intellectual property rights.

7. Arbitration & Class Action Waiver

A. Dispute Resolution & Arbitration

You and Ticket2Doc agree that any dispute, claim, or controversy arising out of or relating to this Agreement or the Service shall be settled by binding individual arbitration rather than in court.

B. Class Action Waiver

You and Ticket2Doc agree that each party may bring claims against the other only in an individual capacity, and not as a plaintiff or class member in any purported class action or representative proceeding.

8. Subscriptions, Payment & Termination

Subscriptions: Billed monthly or annually in advance via Stripe. Subscriptions renew automatically unless cancelled prior to the renewal date.
Termination: We reserve the right to suspend or terminate your account at any time for violation of these terms or non-payment. Upon termination, your right to access the Service will immediately cease.

9. Governing Law & General Terms

Governing Law: This Agreement shall be governed by and construed in accordance with the laws of the State of Delaware, without regard to its conflict of law principles.
Severability: If any provision of this Agreement is held invalid or unenforceable, that provision will be modified to reflect the parties’ intention, and the remaining provisions will remain in full force and effect.
Contact: Questions regarding these Terms should be sent to [email protected].