These Terms of Service (“Terms”) form a binding agreement between you (“Customer”, “you”) and SYSSOLUTION (“Company”, “we”, “our”), governing your access to and use of our products and services (collectively, the “Services”). By creating an account, starting a trial, or paying for any Service, you agree to be bound by these Terms.
1. Definitions
- Account means a tenant workspace registered through our signup flow.
- Services includes ARA (AI voice + chat agent), SYSMANAGE (managed IT services), SYSSMS, SYSCRM, SYSDESK, SYSPABX, Voice Broadcast, Web Chat, and any future products offered.
- Customer Data means data uploaded, generated, or processed through the Services.
- Subscription means your active paid plan and billing cycle.
2. Eligibility & Account Registration
You must be at least 18 years old and authorized to bind your organization to these Terms. You agree to provide accurate registration information and to keep account credentials secure. You are responsible for all activity that occurs under your account.
3. Free Trial, Demo & Pre-Sales Engagement
Trial and pre-sales engagement vary by product:
- 14-day free trial — available on SaaS products: SYSCRM, SYSDESK, and Web Chat (paid tiers). Trial features and quotas are determined by us and may change. No credit card is required to start. At trial end, the Account converts to a paid Subscription only if you affirmatively pay; otherwise, the Account is downgraded or paused.
- Free 7-day Sales Demo — ARA (AI Voice + Chat), SYSPABX (Cloud PBX), and Voice Broadcast. Voice and AI-heavy products require a hands-on demo before paid signup. Prospects submit a demo request at /demo; a quota-capped demo workspace (10 AI voice minutes, 50 AI text replies, 3 SMS, 1 agent seat) is provisioned automatically and expires after 7 days. One demo per email per product. Self-serve trial is not available for these products.
- Free Network Audit — SYSMANAGE (IT Managed Services). New customers receive a complimentary network audit and proposal. Service onboarding begins only after a signed agreement and any applicable setup fee.
- Pay-as-you-go — SYSSMS (bulk SMS credits). This usage-priced product does not include a free trial; starter credits may be offered at sign-up. Refer to our Refund Policy for the post-purchase cancellation window.
4. Subscriptions, Billing & Renewal
Subscriptions auto-renew on the same billing cycle (monthly or yearly) unless cancelled before renewal. Prices are listed on /pricing. Bangladesh customers are billed in BDT and pay VAT at 15% on invoices; international customers may be billed in USD. We may change prices with at least 30 days notice; the change applies to subsequent billing cycles.
4.1 Payment Methods
We accept bKash, SSLCommerz, EPS, and Stripe (international cards). Failed payments may trigger automated retry attempts and dunning communications. After repeated failures, the Account may be suspended.
4.2 Usage & Overage
Each plan includes defined usage limits (call minutes, AI replies, SMS, WhatsApp messages, storage, etc.). Usage beyond these limits is billed at the overage rates published on the pricing page. We will notify you when you reach 80% and 100% of any limit.
5. Acceptable Use
You agree not to use the Services to:
- Send unsolicited bulk communications (spam) or violate anti-spam laws (e.g., BTRC regulations).
- Engage in fraudulent, deceptive, or unlawful activity.
- Distribute malware, viruses, or harmful code.
- Infringe intellectual property, privacy, or other rights of any third party.
- Reverse-engineer, scrape, or circumvent rate limits of the Services.
- Make calls or send messages to numbers on Do-Not-Call (DNC) lists without proper consent.
- Resell or sublicense the Services without our written authorization (white-label reseller programs require a separate agreement).
6. Customer Data & Privacy
You retain ownership of your Customer Data. You grant us a limited license to host, process, transmit, display, and back up Customer Data solely to provide the Services. Our handling of personal data is governed by our Privacy Policy.
7. AI Services
ARA and other AI features generate responses based on your knowledge base, conversation context, and underlying large language models. AI outputs are probabilistic and may contain errors. You are responsible for reviewing AI outputs before they are sent to customers in regulated contexts (e.g., financial advice, medical advice, legal advice). ARA must not be used to provide financial, medical, or legal advice in regulated industries without appropriate human review and disclosures.
8. Telecommunications & Voice Broadcast
Voice calls, voice broadcast, and IVR usage must comply with all applicable telecommunications regulations, including BTRC rules, calling-hours restrictions, and opt-out requirements. You are responsible for ensuring you have lawful consent before placing outbound calls.
9. Intellectual Property
We retain all rights in the Services, including software, design, branding, and documentation. The names ARA, SYSSOLUTION, SYSMANAGE, SYSSMS, SYSCRM, SYSDESK, SYSPABX, and related marks are our property. Feedback you provide about the Services may be used by us without obligation to you.
10. White-Label & Reseller
Reseller and white-label arrangements (BPO/IT agency partner programs) are subject to a separate Partner Agreement. You may not represent the Services as your own product without such an agreement.
11. Confidentiality
Both parties agree to protect non-public information disclosed by the other party with reasonable care, and to use such information only for the purpose of performing under these Terms.
12. Suspension & Termination
We may suspend or terminate your Account for material breach of these Terms (including non-payment, abuse of the Services, or violation of applicable law). You may cancel your Subscription at any time from the dashboard; cancellation takes effect at the end of the current billing period. See our Refund Policy for refund details.
13. Data Retention & Export
Upon termination, Customer Data is retained for 30 days during which you may export it. After 30 days, data is permanently deleted from active systems; backups may persist up to 90 days before being purged.
14. Disclaimers
THE SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE.” WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, TO THE FULLEST EXTENT PERMITTED BY LAW. WE DO NOT WARRANT THAT THE SERVICES WILL BE UNINTERRUPTED OR ERROR-FREE.
15. Limitation of Liability
TO THE FULLEST EXTENT PERMITTED BY LAW, OUR AGGREGATE LIABILITY FOR ANY CLAIM ARISING OUT OF OR RELATING TO THE SERVICES OR THESE TERMS WILL NOT EXCEED THE AMOUNTS YOU PAID US FOR THE SERVICES IN THE 12 MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM. WE WILL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOST PROFITS, REVENUE, OR DATA.
16. Indemnification
You will defend, indemnify, and hold us harmless from third-party claims arising from your use of the Services in violation of these Terms, your Customer Data, or your violation of any law.
17. Service Level & Support
Standard support is provided via email for all paid plans. Phone and priority support are provided on higher tiers. Enterprise customers may receive a separate Service Level Agreement (SLA).
18. Governing Law & Jurisdiction
These Terms are governed by the laws of the People’s Republic of Bangladesh. Any dispute will be resolved in the courts of Dhaka, Bangladesh, except where local law requires otherwise.
19. Changes to These Terms
We may update these Terms from time to time. Material changes will be notified to you by email or in-product notice at least 30 days before they take effect. Continued use of the Services after the effective date constitutes acceptance.
20. Contact
Questions about these Terms? Email [email protected] or visit our contact page.