Terms of Service

These Terms of Service (the “Terms”) govern your access to and use of SmartLoop (the “Service”). By creating an account or using the Service, you agree to these Terms on behalf of yourself and the organization you represent (“you” or “Customer”). If you do not agree, do not use the Service.

1. The service

SmartLoop is a customer-satisfaction (CSAT) and NPS survey platform built for managed service providers (MSPs). It embeds one-click rating surveys in your ticket communications, syncs with your professional services automation (PSA) tool, and provides dashboards, alerts, and reporting on the responses you collect.

2. Accounts and organizations

You must create an account to use the Service. Accounts belong to an organization (a workspace), and each organization’s data is kept separate from every other organization’s. You are responsible for the activity that occurs under your account and your organization’s workspace, for maintaining the confidentiality of your credentials, and for ensuring that everyone you invite complies with these Terms. You must be at least 18 years old and able to form a binding contract.

3. Onboarding and email design

As part of getting started, we will rebuild your PSA ticket email templates and embed the survey in your ticket-close email at no additional charge. Any designs, templates, or sample emails we provide are illustrative; we will work with you to match your brand. You are responsible for confirming that the final templates meet your requirements before they go live.

4. Fees, billing, and the money-back guarantee

• The Service is billed monthly in advance, on a per-technician, month-to-month basis. There is no long-term contract, and you may cancel at any time effective at the end of your current billing period.
• 30-day money-back guarantee. If you are not satisfied within the first 30 days of your initial paid term, contact us and we will refund your first month’s fee. The guarantee applies once, to new customers, on the initial subscription.
• Fees are exclusive of taxes, which you are responsible for. Except as described in the money-back guarantee, fees are non-refundable.

5. Acceptable use

You agree not to, and not to permit anyone to:

• use the Service to send unsolicited or unlawful communications, or to collect responses from people without an appropriate basis to contact them;
• upload or transmit malicious code, attempt to gain unauthorized access to the Service or other customers’ data, or interfere with the integrity or performance of the Service;
• reverse engineer, resell, or sublicense the Service except as expressly permitted; or
• use the Service in violation of any applicable law.

6. Customer data

“Customer Data” means the data you submit to or collect through the Service, including survey responses, comments, and the technician, client, and ticket records synced from your PSA. As between you and us, you own your Customer Data. You grant us a limited license to host, process, and transmit Customer Data solely to provide and improve the Service, to generate your dashboards, alerts, reports, and AI insights, and as otherwise described in our Privacy Policy. You are responsible for having the rights and permissions necessary to provide the Customer Data and for the content of any free-text comments you collect.

7. Third-party integrations

The Service connects to third-party products such as your PSA (Autotask, and others over time), Microsoft Teams, and Slack. Your use of those products is governed by their own terms, and we are not responsible for them. If a third-party integration changes or becomes unavailable, the related Service functionality may be affected.

8. Intellectual property

The Service, including its software, design, and content (excluding Customer Data), is owned by SmartLoop and its licensors and is protected by intellectual-property laws. We grant you a non-exclusive, non-transferable right to use the Service during your subscription. We may use aggregated, de-identified data that does not identify you or any individual to operate and improve the Service.

9. Confidentiality

Each party may receive information that is confidential to the other. Each party agrees to protect the other’s confidential information with reasonable care and to use it only as needed to perform under these Terms.

10. Disclaimers

The Service is provided “as is” and “as available.” To the fullest extent permitted by law, we disclaim all warranties, express or implied, including merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the Service will be uninterrupted, error-free, or that it will detect or prevent every negative customer outcome.

11. Limitation of liability

To the fullest extent permitted by law, neither party will be liable for any indirect, incidental, special, consequential, or punitive damages, or for lost profits or revenues. Our total liability arising out of or relating to these Terms will not exceed the amount you paid us for the Service in the 12 months before the event giving rise to the liability.

12. Term and termination

These Terms apply while you use the Service. You may stop using the Service and cancel at any time. We may suspend or terminate your access if you materially breach these Terms or use the Service in a way that risks harm to others or to the Service. On termination, your right to use the Service ends and we will make your Customer Data available for export for a limited period before deleting it in the ordinary course, as described in our Privacy Policy.

13. Changes to these Terms

We may update these Terms from time to time. If we make material changes, we will provide reasonable notice (for example, by posting the updated Terms with a new date or by email). Your continued use of the Service after the changes take effect constitutes acceptance.

14. Governing law

These Terms are governed by the laws of the State of Delaware, United States, without regard to its conflict-of-laws rules. The courts located in Delaware will have exclusive jurisdiction over any dispute that is not otherwise resolved.

15. Contact

Questions about these Terms? Email legal@smartloop.me.