Terms of
Service

1. Agreement to Terms

These Terms of Service ("Terms") constitute a legally binding agreement between you ("Client", "you", or "your") and Chat Support Service LLC ("CSS", "we", "our", or "us"), a company headquartered in New York, NY. By accessing our website at chatsupportservice.com or engaging our managed support services, you agree to be bound by these Terms. If you do not agree, please do not use our services.

2. Description of Services

CSS provides managed customer support services including but not limited to: live chat support, email support, phone support, technical Tier 1 support, lead qualification, appointment setting, dispatch coordination, and fractional support team deployment.

The specific scope, coverage hours, and deliverables for your engagement are defined in your service agreement or onboarding documentation. These Terms apply to all CSS services unless superseded by a separate written agreement signed by both parties.

3. Client Responsibilities

You agree to:

• Provide accurate onboarding information, knowledge base materials, and brand guidelines necessary for agent deployment
• Respond to CSS communications in a timely manner to ensure uninterrupted service delivery
• Ensure your use of CSS services complies with all applicable laws and regulations
• Not use CSS services to engage in any unlawful, deceptive, or fraudulent activity
• Pay all fees as outlined in your service agreement by the applicable due dates

4. Payment Terms

Service fees are billed monthly in advance unless otherwise agreed in writing. Payment is due within 7 days of invoice date. Late payments may result in service suspension after 14 days of non-payment. CSS reserves the right to charge a late fee of 1.5% per month on outstanding balances.

All fees are non-refundable except where CSS fails to deliver the agreed service level as defined in your service agreement. Disputes must be submitted in writing within 30 days of the invoice date.

5. Confidentiality

Both parties agree to maintain the confidentiality of any proprietary or sensitive information shared during the engagement. CSS agents sign binding non-disclosure agreements prior to deployment. CSS will not disclose client business information, customer data, or operational details to any third party without prior written consent, except as required by law.

This confidentiality obligation survives the termination of the service engagement for a period of three (3) years.

6. Intellectual Property

All content, branding, and materials you provide to CSS for use in service delivery remain your exclusive intellectual property. CSS does not acquire any ownership rights to your brand assets, customer data, or proprietary information. CSS retains ownership of its own operational methodologies, training materials, and internal processes.

7. Service Level & Performance

CSS targets the following standard service levels for all engagements:

• Initial response time: under 60 seconds for live chat during covered hours
• Agent deployment after onboarding completion: 48 to 72 hours
• Monthly uptime for managed coverage: 99%

Service level commitments specific to your engagement will be documented in your service agreement. CSS is not responsible for service interruptions caused by third-party platform outages (including Tawk.to, Shopify, Zendesk, or similar tools).

8. Limitation of Liability

To the maximum extent permitted by applicable law, CSS shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of revenue, loss of data, or loss of business opportunities, arising from your use of our services.

CSS's total cumulative liability to you for any claims arising under these Terms shall not exceed the total fees paid by you to CSS in the six (6) months immediately preceding the event giving rise to the claim.

9. Indemnification

You agree to indemnify, defend, and hold harmless CSS and its employees, agents, and officers from and against any claims, liabilities, damages, losses, or expenses (including reasonable legal fees) arising out of or in connection with your use of our services, your violation of these Terms, or your violation of any third-party rights.

10. Term & Termination

Services commence upon completion of onboarding and continue on a monthly basis unless otherwise specified. Either party may terminate the engagement by providing 30 days written notice. CSS reserves the right to terminate services immediately for non-payment, breach of these Terms, or conduct that endangers CSS staff or operations.

Upon termination, all outstanding fees become immediately due and payable. CSS will provide a transition period of up to 5 business days to facilitate handover of client-owned data and materials.

11. Governing Law & Disputes

These Terms shall be governed by and construed in accordance with the laws of the State of New York, without regard to its conflict of law provisions.

Any disputes arising under these Terms shall first be subject to good-faith negotiation between the parties. If unresolved within 30 days, disputes shall be submitted to binding arbitration in New York, NY under the rules of the American Arbitration Association. The prevailing party shall be entitled to recover reasonable attorney's fees.

12. Modifications to Terms

CSS reserves the right to update these Terms at any time. We will notify active clients of material changes via email at least 14 days before they take effect. Your continued use of our services after the effective date of changes constitutes acceptance of the updated Terms.

13. Contact Us

If you have questions about these Terms, please contact us: sales@chatsupportservice.com