Terms of Use

1. Acceptance of Terms

By accessing or using Echo ("the Service"), you agree to be bound by these Terms of Use. If you do not agree to these terms, you must not use the Service. These terms apply to all users, including end users, IT agents, IT managers, and organisation administrators.

2. Description of Service

Echo is an AI-assisted IT support ticket management platform. It allows organisations to manage support requests, build knowledge bases, and enable collaboration between end users and IT personnel. Features include ticket submission, resolution tracking, AI-powered suggestions, and analytics dashboards.

3. User Accounts

To use Echo you must register for an account. You are responsible for:

Providing accurate and complete registration information.
Keeping your password confidential and not sharing it with others.
All activity that occurs under your account.
Notifying us immediately if you suspect unauthorised use of your account.

Accounts are personal and may not be transferred. You must be at least 16 years old to register.

4. Organisations

Users may create or join an organisation within Echo. Organisations are administered by IT Managers who control membership approvals, team structure, and configuration. By joining an organisation you agree that:

Your account data may be visible to IT Managers and administrators within your organisation.
Your tickets, responses, and activity are scoped to your organisation and may be reviewed by authorised personnel.
An IT Manager may remove you from the organisation at their discretion.

5. Acceptable Use

You agree not to use Echo to:

Submit false, misleading, or fraudulent support requests.
Upload or transmit malware, viruses, or harmful code.
Attempt to gain unauthorised access to other accounts, organisations, or systems.
Harass, abuse, or harm other users.
Use automated scripts or bots to interact with the Service without permission.
Reverse-engineer, decompile, or attempt to extract the source code of the Service.
Violate any applicable law or regulation.

6. Intellectual Property

The Echo platform, including its design, code, branding, and AI models, is the intellectual property of its developers. You retain ownership of any content you submit (such as ticket descriptions), but by submitting content you grant Echo a limited licence to process and store that content in order to provide the Service.

7. AI-Generated Content

Echo uses AI to suggest resolutions and categorise tickets. AI suggestions are provided as a convenience and are not guaranteed to be accurate, complete, or suitable for your situation. IT personnel are responsible for reviewing and verifying any AI-generated suggestion before acting on it. Echo accepts no liability for decisions made solely on the basis of AI output.

8. Limitation of Liability

To the fullest extent permitted by law, Echo and its developers shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of, or inability to use, the Service. The Service is provided "as is" without warranties of any kind, express or implied.

9. Termination

We may suspend or terminate your access to the Service at any time if you breach these Terms, or for any other reason at our discretion. You may delete your account at any time. Upon termination, your right to use the Service ceases immediately.

10. Changes to These Terms

We may update these Terms from time to time. When we do, we will revise the "Last updated" date at the top of this page. Your continued use of the Service after any change constitutes your acceptance of the new Terms.

11. Governing Law

These Terms are governed by and construed in accordance with the laws of Ireland. Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the courts of Ireland.

12. Contact

If you have any questions about these Terms, please contact us through the support channels provided within your organisation's Echo instance.