Terms of Service
General Terms and Conditions (ASZF)
Effective Date: March 26, 2026
Definitions
In these Terms of Service:
- "Service" means the SupportHub AI-powered customer support platform, including all associated APIs, widgets, tools, and features
- "Company", "we", "us", "our" refers to TeleCetli Kft., the operator of SupportHub
- "User", "you", "your" refers to the individual or entity accessing or using our Service
- "Customer" refers to a paying subscriber of our Service
- "End User" refers to individuals who interact with the support chat or voice widget on Customer websites or through the customer portal
- "Content" means any data, text, files, information, or materials uploaded to or generated by the Service
Service Description
SupportHub provides an AI-powered customer support platform designed for businesses of all sizes. Our Service includes:
Account Registration
Eligibility
To use our Service, you must:
Account Security
You are responsible for:
Subscription Plans and Pricing
Seat-Based Pricing
SupportHub uses a seat-based pricing model. Each seat represents one staff member who can access the system. Choose a tier based on your feature requirements, and add seats as your team grows. All prices are in EUR, excluding VAT.
| Tier | Seat Price | Included Features |
|---|---|---|
| Starter | €20/month | Support ticket management, Knowledge base, AI-powered chat support, Customer self-service portal, Customer satisfaction surveys |
| Professional | €50/month | Everything in Starter, plus: AI voice support, SLA tracking and alerts, Workflow automation |
| Business | €75/month | Everything in Professional, plus: Activity audit trail with CSV export, Per-user permission management |
| Enterprise | €100/month | Everything in Business, plus: Dedicated account support, Custom onboarding, Event webhooks |
Pay-As-You-Go Usage
In addition to your seat-based subscription, certain features are billed on a usage basis:
All usage charges are in EUR, excluding VAT.
Annual Billing
Annual billing is available for all tiers at approximately 17% savings compared to monthly pricing. Annual plans are billed upfront for the full year.
Free Trial
New customers receive a 14-day free trial with the following conditions:
If no payment method is added before trial expiration, your subscription enters a 7-day grace period during which you retain full access to all features. If no payment method is added within the grace period, your subscription will be automatically suspended and all features will become unavailable.
Fair Use Policy
All subscriptions are subject to fair use. Pay-as-you-go features (voice minutes, AI chat sessions) are billed based on actual usage via the wallet system. 1 GB of knowledge base storage is included free with all plans; additional storage is metered. Excessive usage that impacts service quality for other users may result in temporary restrictions or require upgrading to a higher tier.
Payment Terms
Billing and Auto-Renewal
Payment Methods
We accept:
Refunds
Late Payment and Grace Period
If payment fails:
Acceptable Use Policy
Prohibited Uses
You may not use the Service to:
Intellectual Property
Our Property
The Service, including all software, designs, logos, and documentation, is owned by TeleCetli Kft. and protected by intellectual property laws. You receive only a limited license to use the Service according to these Terms.
Your Content
You retain ownership of content you upload to the Service. By uploading content, you grant us a worldwide, non-exclusive license to use, process, and display your content solely for providing the Service.
Data Processing
Data Protection
We process personal data in accordance with GDPR and our Privacy Policy. As a data processor, we will:
AI Model Training Guarantee
IMPORTANT: Your conversations, support tickets, knowledge base articles, voice transcripts, customer data, and any data you provide are NEVER used to train, retrain, or improve any AI models. We use Microsoft Azure OpenAI Service, which guarantees that your prompts and completions are NOT used for training any foundation models and remain exclusively within your Azure tenant with AES-256 encryption. Your data is completely isolated from other customers and Microsoft.
Limitation of Liability
Service Availability
While we strive for 99.9% uptime, the Service is provided "as is" without warranties of any kind. We do not guarantee uninterrupted or error-free operation.
Limitation of Damages
To the maximum extent permitted by law, our total liability for any claims related to the Service shall not exceed the amount you paid us in the 12 months preceding the claim.
Exclusions
We are not liable for:
Termination
Termination by You
Termination by Us
We may terminate or suspend your account immediately for:
Effect of Termination
Data Retention After Termination
After account termination, the following retention periods apply:
| Data Type | Retention Period |
|---|---|
All retained data is anonymized — personal identifiers are removed.
Modifications to Terms
We may modify these Terms at any time. Material changes will be notified via email at least 30 days in advance. Continued use of the Service after changes constitutes acceptance of the new Terms.
Governing Law and Disputes
Applicable Law
These Terms are governed by the laws of Hungary, without regard to conflict of law principles.
Dispute Resolution
Any disputes arising from these Terms or the Service shall be resolved through:
Consumer Rights
For EU consumers, mandatory consumer protection laws of your country of residence apply and you may bring claims in your local courts.
Contact Information
Important Notice
By creating an account and using the SupportHub Service, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service and our Privacy Policy.