Terms of Service

01This agreement

These Terms of Service form a binding agreement between Frontier Ops Pvt Ltd ("we", "us") and the organisation that subscribes to PrimeOps ("Customer", "you"). They govern your use of the PrimeOps platform, this website, and our APIs (together, the "Services").

You accept these terms by creating an account, starting a free trial, or using the Services. If you are accepting on behalf of an organisation, you confirm you have authority to bind it. If you do not have that authority, do not use the Services.

If we have signed a separate written agreement or order form with you, that document governs wherever it conflicts with these terms.

02Definitions

03Your account

When you sign up we provision a workspace on a subdomain for your organisation and create an administrator account for you. Your administrators control who else gets access, what they can see, and what happens to your data inside the Services.

• You are responsible for keeping login credentials confidential, and for everything done through your accounts.
• You must tell us promptly if you believe an account has been compromised.
• Your administrators act for you. We act on their instructions and are entitled to treat those instructions as authorised by you.
• You are responsible for your users' compliance with these terms.

Because your administrators control your workspace, they can access, change, export and delete Customer Data — including data belonging to your own employees. If an employee asks us to change or delete their data, we will direct them to you.

04Free trial

We offer a 14-day free trial with no payment card required. During the trial you get access to the Services so you can evaluate them properly.

• Trials are provided as-is, without warranties or any service level commitment.
• We may pre-load sample data if you asked us to. It is illustrative and should not be relied on.
• At the end of the trial the workspace stops unless you subscribe. We keep the data for a short grace period so you can convert without losing your work, then delete it.
• We may change or end trial availability at any time.

05Plans, fees and billing

Subscriptions are priced per agent seat per month, on the plan you select. Published prices are exclusive of GST and any other applicable taxes, which are charged in addition at the prevailing rate.

• Fees are payable in advance for the billing period you choose.
• Subscriptions renew automatically for the same period unless you cancel before the renewal date.
• You may add seats at any time; added seats are charged pro rata for the remainder of the current period.
• Seat reductions and plan downgrades take effect at the next renewal, not immediately.
• Fees are non-refundable except where the law requires otherwise. Cancelling stops future charges; it does not refund the current period.
• If payment fails we may suspend access after giving you notice and a reasonable chance to fix it.

We may change our prices. Any increase takes effect at your next renewal, and we will give you at least 30 days' notice before it applies. If you do not accept an increase, you may cancel before it takes effect.

06Your data stays yours

You own Customer Data. We claim no ownership of it, and nothing in these terms transfers any of your intellectual property to us.

You grant us a limited, non-exclusive licence to host, copy, transmit, display and process Customer Data strictly for the purpose of providing, securing and supporting the Services, and to the extent needed to comply with the law. That licence exists only while you use the Services and ends when your data is deleted.

• We do not sell Customer Data, and we do not share it with advertisers.
• We do not use the contents of your workspace to train our own AI models.
• We process personal data within Customer Data as your processor, on your instructions, as described in our Privacy Policy.
• Application data is stored in India, on infrastructure in the Mumbai region.

You are responsible for the lawfulness of the data you put in — that you have the right to provide it, and that you have given your own people whatever notice or consent the law requires.

Our Data Processing Agreement, set out in the Privacy Policy, forms part of this agreement and governs how we process personal data on your behalf. It includes our sub-processor list and our commitment to give you 30 days' notice before adding or replacing a sub-processor that handles Customer Data, with a right to terminate the affected subscription if you reasonably object.

You can export your data at any time through the product and our API. On termination you have a 30-day window to export, after which we delete Customer Data from active systems, and from backups in the ordinary course of their rotation.

07Acceptable use

You may use the Services for your own internal business purposes. You may not:

• Resell, sublicense or provide the Services to a third party as a service bureau, unless we have agreed that in writing.
• Share a single agent seat between multiple people.
• Copy, modify, decompile or reverse engineer the Services, or attempt to derive their source code.
• Probe, scan or test the security of the Services without our prior written consent, or circumvent any access control or rate limit.
• Upload malware, or use the Services to send spam, phishing or unlawful communications.
• Upload content that is unlawful, infringing, defamatory, or that you have no right to provide.
• Use the Services to build a competing product, or benchmark them for publication without our consent.
• Place a load on the Services that materially degrades them for other customers.

We may suspend access without notice if your use poses a security risk, threatens the integrity of the Services for others, or exposes us to legal liability. Where we can, we will tell you first and give you a chance to fix it.

08AI features and your own keys

The Services include AI agents that can classify, respond to and act on tickets. You configure which categories they cover and which of their actions require human approval before they take effect.

• You may connect your own AI provider key, or a model you host yourself. When you do, ticket content is sent to that provider under your agreement with them, not ours, and you are responsible for their charges and their terms.
• AI output can be wrong. You are responsible for the approval rules you configure and for the actions you let an agent take without review.
• We are not liable for decisions made or actions taken on the basis of AI output.

09Integrations and third-party services

The Services connect to third-party tools — email providers, WhatsApp Business, identity providers, and anything you reach through our API or automation builder. Those services are operated by their own providers under their own terms, and we do not control them.

If you enable an integration, you authorise us to exchange the data that integration needs. If a third-party service changes or stops working, we may have to change or discontinue the corresponding feature.

10Availability, support and changes

We target 99.9% monthly availability for paid subscriptions, excluding planned maintenance and events outside our reasonable control. Where a written service level agreement forms part of your order, that document governs and takes precedence over this section.

• We schedule planned maintenance outside Indian business hours where we reasonably can, and give notice of anything expected to cause material disruption.
• Support is provided by email and WhatsApp during Indian business hours, on the terms of your plan.
• We improve the Services continuously. We will not materially reduce core functionality of the plan you are paying for during your current subscription period without giving you notice and the option to cancel.

11Our intellectual property

We own the Services, our software, documentation, brand and everything else we provide, together with all improvements to them. We grant you a non-exclusive, non-transferable right to use the Services during your subscription, for your own internal business purposes. Nothing else is granted, expressly or by implication.

If you send us feedback or suggestions, we may use them freely to improve the Services, without obligation or payment to you. Feedback is not confidential and gives us no rights in your Customer Data.

12Confidentiality

Each of us may receive information the other treats as confidential. Each of us agrees to protect the other's confidential information with at least the care we use for our own, to use it only for the purposes of this agreement, and to disclose it only to people who need it and are under similar obligations.

This does not apply to information that is public through no fault of the receiver, was already lawfully known, or is independently developed. If disclosure is legally compelled, the receiving party will give notice where it lawfully can, so the other can seek protection.

13Warranties and disclaimers

We warrant that we will provide the Services with reasonable skill and care, and that we will not materially reduce the security protections applied to Customer Data during your subscription.

Beyond that, and to the fullest extent permitted by law, the Services are provided on an as-is and as-available basis. We do not warrant that they will be uninterrupted, error-free, or that they will meet every requirement you have. Free trials, beta features and anything we label as experimental are provided with no warranty at all.

14Indemnities

We will defend you against a third-party claim that the Services, used as permitted, infringe that party's intellectual property rights, and we will pay damages finally awarded or agreed in settlement. If the Services become subject to such a claim, we may modify them, obtain a licence, or terminate the affected subscription and refund fees paid for the unused period.

You will defend us against a third-party claim arising from Customer Data, or from your use of the Services in breach of these terms or of the law, and pay damages finally awarded or agreed in settlement.

In each case the party seeking cover must notify the other promptly, give reasonable co-operation, and let the indemnifying party control the defence and settlement.

15Limitation of liability

Neither of us is liable to the other for indirect or consequential loss, loss of profit, loss of revenue, loss of anticipated savings, or loss of business opportunity, however arising.

Each party's total aggregate liability arising out of or in connection with this agreement is limited to the fees you paid or owed for the Services in the twelve months immediately before the event giving rise to the claim.

Nothing in this agreement excludes or limits liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence, or for fraud. The limits above do not apply to your obligation to pay fees, or to either party's indemnity obligations.

16Term, suspension and termination

This agreement runs for as long as you have an active subscription or account.

• You may cancel at any time from the product or by writing to us. Cancellation takes effect at the end of the current billing period.
• Either of us may terminate for material breach if the other has not fixed it within 30 days of written notice.
• We may suspend or terminate immediately for non-payment after notice, or where continued access poses a security or legal risk.
• On termination your right to use the Services ends, fees already incurred remain payable, and the data export window described above applies.
• The sections on Customer Data ownership, confidentiality, intellectual property, liability, indemnities and governing law survive termination.

17Changes to these terms

We may update these terms. For minor changes we will update the date at the top of this page. For changes that materially affect your rights or obligations, we will give you at least 30 days' notice by email or in the product before they take effect. If you do not accept a material change, you may cancel before it applies; continuing to use the Services after that date means you accept it.

18Governing law and disputes

This agreement is governed by the laws of India, and the courts of India have exclusive jurisdiction over any dispute arising from it.

Before starting formal proceedings, we each agree to try in good faith to resolve the dispute informally by writing to the other. If that fails within 30 days, the dispute will be referred to arbitration under the Arbitration and Conciliation Act, 1996, before two arbitrators, seated in Delhi, India, conducted in English. Each party bears its own costs unless the tribunal decides otherwise.

Either party may still apply to a court for urgent interim relief, or to protect or enforce its intellectual property rights, without going to arbitration first.

19General

• Assignment: neither party may assign this agreement without the other's consent, except to a successor in a merger or sale of substantially all its business.
• Force majeure: neither party is liable for delay or failure caused by events outside its reasonable control.
• Notices: we send notices to your administrator's registered email address. Send notices to us at the address below.
• Severability: if any provision is held unenforceable, the rest continues in force.
• No waiver: failing to enforce a right on one occasion does not waive it.
• Independent parties: nothing here creates a partnership, agency or employment relationship.
• Entire agreement: these terms, our Privacy Policy and any order form are the whole agreement between us on this subject.
• Publicity: we will not use your name or logo as a customer reference without your prior written consent.

20Contact

Questions about these terms? Write to info@frontierops.in.

Frontier Ops Pvt Ltd, Innov8 Graphix Tower 2, Sector-62, Noida, Uttar Pradesh 201301, India.