Terms of Service

Welcome to Echo-Synch. These Terms of Service ("Terms") govern your access to and use of the Echo-Synch Slack bot, the companion web dashboard at app.echo-synch.com, and any related services (collectively, the "Service"). By installing or using the Service, you agree to these Terms and our Privacy Policy. If you don't agree, uninstall the Service — every workspace record is hard-deleted within one hour of uninstall.

If you are accepting these Terms on behalf of an organisation, you represent that you have authority to bind that organisation to these Terms.

1. Description of service

Echo-Synch is a Slack-native IT request triage system. Its primary functions are:

• Auto-categorising and prioritising IT requests posted in monitored Slack channels using AI (Google Vertex AI Gemini by default; your own Gemini key under Enterprise BYOM).
• Tracking SLA windows per priority level, sending warning DMs before deadlines and breach alerts after.
• Assigning requests to triage team members and exposing the queue via a web dashboard.
• Posting daily digests of open requests to a configured channel.

Echo-Synch reads message content only from channels you explicitly add it to. It does not delete, edit, or move user messages — its writes are limited to bot-authored replies, ephemeral messages, and Slack reactions on the threads it tracks.

2. Slack account and workspace

To use Echo-Synch you must have a valid Slack account and be authorised to install third-party apps in the workspace where you install us. You are responsible for all activity under your Slack account, and you must comply with the Slack Terms of Service at all times.

3. Pricing and subscription terms

• Free trial. Every new install includes a 14-day Enterprise trial. No credit card required. Reminder DMs land at days 7, 5, 3, 2, and 1 before expiry, plus on the day of expiry.
• Subscription required. After the trial, continued use requires an active subscription on the Pro or Enterprise tier. If you do not subscribe, the bot stops processing new requests and the dashboard becomes read-locked. Your data is preserved and you can re-subscribe at any time to resume.
• Billing via LemonSqueezy. All subscriptions, billing, and payment processing are handled by LemonSqueezy (Lemon Squeezy LLC), our merchant of record. Card details are held by LemonSqueezy; we receive only subscription metadata.
• Service interruption. Failed payment or expired cards put the subscription into a "past due" state. After LemonSqueezy's grace period, the subscription is cancelled and the workspace is locked.
• Refunds. Subscription fees are non-refundable except where required by applicable consumer-protection law or explicitly stated in writing.
• Automatic renewal. Subscriptions renew at the end of each billing period (monthly or yearly) until cancelled. Cancel any time from the dashboard's billing settings page or directly via the LemonSqueezy customer portal.

Service communications. By installing the Service you consent to receive service-related electronic communications at the email address recorded during Slack OAuth. These include account setup, billing notifications, security alerts, and breaking-change notices. You may not opt out of these essential communications while maintaining an active subscription, but you may cancel your subscription at any time.

4. User responsibilities and acceptable use

You agree to:

• Comply with all applicable laws and regulations.
• Comply with the Slack Terms of Service.
• Be responsible for the content of messages in monitored channels.

You agree NOT to:

• Misuse the Service to harass, defame, or violate the rights of others.
• Reverse-engineer, decompile, or attempt to extract source code from the Service.
• Attempt to circumvent rate limits, billing controls, or access restrictions.
• Use the Service for any unlawful purpose.

5. Intellectual property rights

Our Service. Echo-Synch and its operator retain all intellectual property rights in the Service, including the bot software, the dashboard, the documentation, and the brand name and marks. You receive no IP rights other than the limited licence to use the Service in accordance with these Terms.

Your data. You and your organisation retain ownership of all Slack message content, IT request data, and any configuration you provide. We process this data on your behalf as described in the Privacy Policy and the Data Processing Addendum.

6. Privacy

Our collection, use, and disclosure of personal information is described in our Privacy Policy, which is incorporated into these Terms by reference. EU/UK customers automatically benefit from our Data Processing Addendum (Article 28 GDPR). California residents have rights described under "California Privacy Rights" in the Privacy Policy.

7. Third-party services

The Service relies on the following third-party providers:

• Slack — the core platform. Their availability and policies are outside our control.
• Google Cloud Platform / Vertex AI / Gemini — default AI provider for triage.
• Bring Your Own Model (Enterprise BYOM) — your own Google Gemini API key, when configured.
• Amazon Web Services — hosting and infrastructure.
• LemonSqueezy — merchant of record for billing.
• Cloudflare — DNS, CDN, and email routing.
• Resend — transactional email.
• Sentry — error monitoring.

We are not responsible for the practices of these third-party services. Their respective Terms of Service and Privacy Policies govern your use of them where applicable.

8. Service availability and modifications

The Service is provided "as is" and "as available". We do not warrant uninterrupted or error-free operation. We may modify, suspend, or discontinue any part of the Service at any time, with or without notice. Where a change materially reduces the Service for paid customers we will provide reasonable notice via email.

9. Limitation of liability

TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT WILL ECHO-SYNCH, ITS AFFILIATES, OFFICERS, EMPLOYEES, AGENTS, SUPPLIERS, OR LICENSORS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR ANY LOSS OF PROFITS, REVENUES, DATA, USE, GOODWILL, OR OTHER INTANGIBLE LOSSES, RESULTING FROM (A) YOUR ACCESS TO OR USE OF OR INABILITY TO ACCESS OR USE THE SERVICE; (B) ANY THIRD-PARTY CONDUCT OR CONTENT ON THE SERVICE; (C) ANY UNAUTHORISED ACCESS, USE, OR ALTERATION OF YOUR TRANSMISSIONS OR CONTENT.

OUR TOTAL LIABILITY TO YOU FOR ALL CLAIMS ARISING FROM OR RELATED TO THE SERVICE IS LIMITED TO THE AMOUNT YOU PAID US FOR THE SERVICE IN THE TWELVE MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM, OR €100, WHICHEVER IS GREATER.

10. Indemnification

You agree to defend, indemnify, and hold harmless Echo-Synch and its operator from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or in any way connected with your access to or use of the Service, your violation of these Terms, or your violation of any third-party right.

11. Termination

By you. You may stop using the Service and uninstall the bot at any time. Uninstall triggers data deletion within one hour. Cancellation of a paid subscription is effective at the end of the current billing period.

By us. We may suspend or terminate your access to the Service at our sole discretion, with or without notice, for material breach of these Terms or where required by law. Where we terminate without breach by you, we will refund any prepaid fees on a pro-rata basis.

Effect of termination. Sections 5, 6, 9, 10, 12, and 14 survive termination.

12. Governing law and dispute resolution

These Terms are governed by and construed in accordance with the laws of the Italian Republic, without regard to conflict-of-law principles. Any dispute arising out of or relating to these Terms or the Service that cannot be resolved through good-faith negotiation will be submitted to the exclusive jurisdiction of the courts of Rome, Italy.

For consumers resident in the EU/EEA, this clause does not deprive you of the protection afforded by the mandatory provisions of the law of your country of residence.

13. Changes to these terms

We may update these Terms from time to time. The "Effective date" at the top of this page reflects the most recent revision. For material changes we will notify the installer via email. Continued use of the Service after the effective date constitutes acceptance of the updated Terms.

14. Contact

For legal questions: legal@echo-synch.com.
For general support: support@echo-synch.com.