Acceptable use
The short version: use SupportCentral Enterprise to run your service desk, and do not use it to harm anyone — including us, other customers, and people who never asked to hear from you.
Last updated: · Applies to SupportCentral Enterprise, operated by Support IT Ventures.
Do not do these things
- Send unsolicited bulk email. Everyone you email through the product must have asked to hear from you, or be your own employee or your own customer with an existing relationship.
- Store or transmit unlawful content, or content that infringes someone else's rights.
- Attempt to access another customer's data, or probe, scan or test our security without written permission — see our disclosure policy for how to do that properly.
- Reverse engineer the service, resell it, or use it to build a competing product.
- Use automation that degrades the service for others: uncapped API loops, scripted signups, or deliberate attempts to exhaust storage or rate limits.
- Impersonate anyone, or misrepresent your affiliation with a person or organisation.
- Upload malware, or use the file storage as a general-purpose file host unrelated to support.
Fair use of resources
Plan limits are published and enforced in software. Beyond those, we ask for common sense: the service is shared infrastructure, and a pattern that is clearly abusive rather than merely heavy will get a conversation from us first, and a limit second.
Email sending in particular
You are responsible for having permission to email the people your desk emails. Spam complaints against your account affect deliverability for every customer on our infrastructure, so we take them seriously and will act quickly if they appear.
Automated and machine traffic
The API is there to be used, and heavy legitimate use is welcome within your plan\'s rate limits. What is not welcome is a loop with no backoff, a script that retries a failing call thousands of times a minute, or a scraper pulling the whole dataset repeatedly when an export would do the same job once. If you are about to do something unusual at volume, tell us first and we will help you do it in a way that works.
What happens if you breach this policy
For most things, we will contact you and ask you to stop. For something serious or ongoing — active abuse, illegal content, an attack — we may suspend the account immediately and tell you afterwards. Fees for a period suspended for breach are not refunded.
If you think we have acted wrongly, escalate to our Grievance Officer at grievance@supportcentral.in.
Something here unclear or unfair? Tell us at support@supportcentral.in. We would rather fix the wording than argue about it later. See also Terms, Privacy and Grievance redressal.