Terms of Service

Last updated: December 2024

1. Acceptance of Terms

Welcome to Support Station. These Terms of Service ("Terms") constitute a legally binding agreement between you ("User," "you," or "your") and Lund Development, LLC, doing business as Support Station ("Support Station," "we," "us," or "our").

By accessing or using the Support Station platform, website, APIs, embeddable widgets, or any related services (collectively, the "Service"), you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy. If you do not agree to these Terms, you may not access or use the Service.

If you are using the Service on behalf of an organization, you represent and warrant that you have the authority to bind that organization to these Terms, and "you" and "your" will refer to both you individually and that organization.

2. Definitions

For purposes of these Terms:

  • "Account" means your registered account to access and use the Service.
  • "AI Agent" means our artificial intelligence-powered support assistant that provides automated responses based on your Knowledge Base content.
  • "AI Credits" means the usage units consumed when the AI Agent processes queries and generates responses.
  • "Customer Data" means all data, content, and information submitted to the Service by you or your End Users, including support tickets, messages, attachments, and Knowledge Base articles.
  • "End User" means any individual who interacts with your support channels through the Service, including customers submitting tickets or using the AI chat.
  • "Knowledge Base" means the collection of help articles, documentation, and content you create and publish through the Service.
  • "Organization" means the company, team, or entity that owns and administers an Account.
  • "Subscription" means the paid plan you select to access the Service and its features.
  • "Widget" means the embeddable support form and AI chat component you install on your website or application.

3. Description of Service

Support Station is a customer support platform that provides:

  • Multi-channel ticketing: Centralized inbox for managing customer conversations from multiple sources including embeddable widgets, email, Slack, and API integrations.
  • Knowledge Base: A customizable help center with support for custom domains, SEO optimization, article categorization, and visitor feedback.
  • AI-powered support: An AI Agent that uses Retrieval-Augmented Generation (RAG) to answer customer questions based on your Knowledge Base content, with automatic escalation to human support when needed.
  • Team management: Tools for creating support teams, assigning tickets, and routing issues based on tags and categories.
  • Integrations: Connections to third-party services including Slack, webhooks, and a public API for custom integrations.
  • Analytics and reporting: Dashboards and reports for tracking ticket volume, response times, customer satisfaction, and Knowledge Base performance.

The specific features available to you depend on your Subscription plan. We reserve the right to modify, suspend, or discontinue any aspect of the Service at any time, with or without notice.

4. Account Registration

4.1 Eligibility

To use the Service, you must be at least 18 years old and capable of forming a binding contract. If you are using the Service on behalf of an organization, you must have the authority to bind that organization to these Terms.

4.2 Account Creation

You must provide accurate, complete, and current information when creating an Account. You are responsible for maintaining the accuracy of this information and for all activity that occurs under your Account.

4.3 Account Security

You are responsible for safeguarding your Account credentials and for any activities or actions under your Account. You must notify us immediately at [email protected] if you become aware of any unauthorized use of your Account or any other breach of security.

4.4 Organization Ownership

The individual who creates an Organization is the initial owner. Organization ownership may be transferred according to our policies. We are not responsible for disputes regarding Organization ownership.

5. Subscription Plans and Billing

5.1 Subscription Plans

Support Station offers the following subscription plans, each with different features and usage limits:

  • Free: Limited to 3 team members, 100 tickets/month, and 25 Knowledge Base articles. No AI Agent access.
  • Starter ($60/month): Unlimited team members and tickets, 2,000 AI credits/month, and 3 webhooks.
  • Standard ($175/month): Everything in Starter, plus 10,000 AI credits/month, custom Knowledge Base domain, and 10 webhooks.
  • Pro ($500/month): Everything in Standard, plus 50,000 AI credits/month, advanced analytics, priority support, and unlimited webhooks.
  • Enterprise (Custom pricing): Custom AI credit volume, SSO/SAML, SLA guarantees, dedicated account manager, and white-label options.

5.2 Flat-Rate Pricing

Unlike per-seat pricing models, Support Station charges a flat monthly rate per Organization regardless of the number of team members. This pricing model is a core feature of our Service.

5.3 AI Credits

Each Subscription includes a monthly allocation of AI Credits. AI Credits are consumed when the AI Agent processes and responds to queries. Unused credits do not roll over to the next billing period.

If you exceed your monthly AI Credit allocation, you may enable overage billing at a rate of $0.02 per additional credit ($20 per 1,000 credits). You can set a monthly overage cap to control costs.

5.4 Billing and Payment

Subscription fees are billed in advance on a monthly or annual basis. Annual billing provides a 20% discount. All payments are processed through Stripe, and you agree to Stripe's terms of service for payment processing.

You authorize us to charge the payment method on file for all fees associated with your Subscription, including any applicable taxes and overage charges.

5.5 Free Trial

We offer a 14-day free trial of paid features. No credit card is required to start a trial. At the end of the trial period, you must select a paid Subscription to continue using paid features, or your account will revert to the Free plan.

5.6 Refunds

Subscription fees are generally non-refundable except as required by law. If you are a consumer in the European Union, you have the right to withdraw from your Subscription within 14 days of purchase without giving any reason, provided you have not used the Service during that period. To exercise this right, contact us at [email protected].

For all other refund requests, please contact us at [email protected] and we will review your request on a case-by-case basis.

5.7 Price Changes

We may change our pricing at any time. For existing Subscriptions, price changes will take effect at the start of your next billing cycle following at least 30 days' notice. Your continued use of the Service after a price change constitutes your acceptance of the new pricing.

6. Service Limits and Fair Use

Each Subscription plan has specific limits on features such as team members, tickets, Knowledge Base articles, AI Credits, and webhooks. You agree to use the Service within these limits.

Even on unlimited plans, you agree to use the Service in a manner consistent with normal business operations. We reserve the right to investigate and take appropriate action against usage that we determine, in our sole discretion, to be abusive, excessive, or harmful to the Service or other users.

7. AI Agent Terms

7.1 How the AI Agent Works

The AI Agent uses Retrieval-Augmented Generation (RAG) to answer questions based solely on your Knowledge Base content. The AI does not use general world knowledge or make up information; it only responds based on the documentation you have provided.

7.2 No Guarantee of Accuracy

While we strive to provide accurate AI responses, we do not guarantee that the AI Agent's answers will be correct, complete, or appropriate for any particular purpose. The AI Agent is a tool to assist with customer support, not a replacement for human judgment.

7.3 Escalation

The AI Agent is designed to recognize when it cannot adequately answer a question from your documentation and will offer to escalate the conversation to human support by creating a ticket. You are responsible for monitoring and responding to escalated tickets.

7.4 Prohibited AI Uses

You agree not to use the AI Agent to:

  • Generate illegal, harmful, or deceptive content
  • Provide medical, legal, or financial advice that requires professional licensing
  • Spam or abuse the Service
  • Attempt to extract or reverse-engineer the AI models
  • Circumvent usage limits through automated or scripted queries

8. Knowledge Base and Content

8.1 Your Content

You retain ownership of all content you create and publish through the Service, including Knowledge Base articles, ticket responses, and other materials ("Your Content"). You are solely responsible for Your Content and must ensure it does not violate any laws or third-party rights.

8.2 License Grant

By submitting Your Content to the Service, you grant Support Station a worldwide, non-exclusive, royalty-free license to use, host, store, reproduce, modify, and display Your Content solely for the purpose of providing and improving the Service. This includes creating vector embeddings of your Knowledge Base content to power the AI Agent. This license continues for the duration of your use of the Service and terminates when Your Content is deleted from our systems (including backup purging as described in our Privacy Policy).

8.3 Public Knowledge Base

Knowledge Base content you mark as "published" will be publicly accessible. You are responsible for ensuring that published content is appropriate for public viewing and does not contain confidential or sensitive information.

8.4 Custom Domains

Standard and higher plans allow you to host your Knowledge Base on a custom domain. You are responsible for domain registration, configuration, and compliance with your domain registrar's terms.

9. Embeddable Widget

The Support Station Widget allows you to embed a support form and AI chat on your website or application. By using the Widget:

  • You agree to display appropriate disclosures to your End Users about data collection and AI usage.
  • You are responsible for ensuring the Widget is installed correctly and does not interfere with your website's functionality.
  • Default Widget branding may be removed with a paid add-on ($99/month) or Enterprise plan.
  • You may not modify, decompile, or reverse-engineer the Widget code.

10. API and Integrations

10.1 API Access

Paid plans include access to our public API. API access is subject to rate limits and fair use policies. You are responsible for securing your API keys and for all activity conducted through your API credentials.

10.2 Webhooks

Webhooks allow you to receive notifications about events in your Support Station account. We will make reasonable efforts to deliver webhook payloads but do not guarantee delivery. Webhook endpoints must respond within reasonable timeframes.

10.3 Third-Party Integrations

The Service integrates with third-party services such as Slack. Your use of these integrations is subject to the third party's terms of service. We are not responsible for the availability, functionality, or security of third-party services.

11. Acceptable Use Policy

You agree not to use the Service to:

  • Violate any applicable law, regulation, or third-party rights
  • Send spam, unsolicited messages, or bulk communications
  • Harass, abuse, threaten, or discriminate against any individual or group
  • Distribute malware, viruses, or other malicious code
  • Attempt to gain unauthorized access to any part of the Service, other accounts, or computer systems
  • Interfere with or disrupt the Service, servers, or networks
  • Circumvent, disable, or interfere with security features
  • Use automated means (bots, scrapers, etc.) except through our official API
  • Impersonate any person or entity or misrepresent your affiliation
  • Collect or harvest user information without consent
  • Use the Service for any purpose that is illegal or harmful

Violation of this Acceptable Use Policy may result in immediate suspension or termination of your account.

12. Intellectual Property

12.1 Our Intellectual Property

The Service, including all software, designs, graphics, text, interfaces, and other content created by Support Station, is owned by Lund Development, LLC and is protected by copyright, trademark, and other intellectual property laws. "Support Station" and our logos are trademarks of Lund Development, LLC.

12.2 Limited License

Subject to these Terms, we grant you a limited, non-exclusive, non-transferable, revocable license to access and use the Service for your internal business purposes.

12.3 Feedback

If you provide us with feedback, suggestions, or ideas about the Service, you grant us the right to use such feedback without restriction or compensation to you.

13. Data Processing

When you use the Service to collect and process information from your End Users, you act as the data controller and Support Station acts as the data processor. You are responsible for:

  • Providing appropriate privacy notices to your End Users
  • Obtaining any necessary consents for data collection
  • Responding to data subject requests from your End Users
  • Ensuring your use of the Service complies with applicable data protection laws

Our Privacy Policy describes how we collect and process data in connection with the Service. Enterprise customers may request a Data Processing Agreement (DPA) by contacting [email protected].

14. Confidentiality

We will treat your Customer Data as confidential and will not disclose it to third parties except as necessary to provide the Service, as required by law, or with your consent. We implement appropriate technical and organizational measures to protect your Customer Data.

15. Third-Party Services

The Service uses the following third-party providers to deliver functionality:

  • Stripe: Payment processing
  • OpenRouter: AI model inference
  • Resend: Email delivery
  • Qdrant: Vector database for AI search

Your use of the Service is subject to the terms and privacy policies of these providers. We are not responsible for the acts or omissions of third-party service providers.

16. Disclaimer of Warranties

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT.

WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, SECURE, OR ERROR-FREE, THAT DEFECTS WILL BE CORRECTED, OR THAT THE AI AGENT WILL PROVIDE ACCURATE OR APPROPRIATE RESPONSES.

Enterprise customers may be eligible for Service Level Agreement (SLA) guarantees as specified in a separate written agreement.

17. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, SUPPORT STATION AND ITS AFFILIATES, OFFICERS, DIRECTORS, EMPLOYEES, AND AGENTS SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, PUNITIVE, OR EXEMPLARY DAMAGES, INCLUDING BUT NOT LIMITED TO DAMAGES FOR LOSS OF PROFITS, GOODWILL, DATA, OR OTHER INTANGIBLE LOSSES, REGARDLESS OF WHETHER WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

OUR TOTAL LIABILITY TO YOU FOR ALL CLAIMS ARISING OUT OF OR RELATED TO THESE TERMS OR THE SERVICE SHALL NOT EXCEED THE GREATER OF (A) THE AMOUNTS YOU PAID TO US IN THE TWELVE (12) MONTHS PRECEDING THE CLAIM, OR (B) ONE HUNDRED DOLLARS ($100).

Some jurisdictions do not allow the exclusion or limitation of certain damages, so the above limitations may not apply to you.

18. Indemnification

You agree to indemnify, defend, and hold harmless Support Station and its affiliates, officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, costs, and expenses (including reasonable attorneys' fees) arising out of or related to:

  • Your use of the Service
  • Your violation of these Terms
  • Your violation of any applicable law or third-party rights
  • Your Content or any content submitted through your account
  • Any dispute between you and your End Users

19. Termination

19.1 Termination by You

You may cancel your Subscription at any time through your account settings or by contacting us. Cancellation will take effect at the end of your current billing period. No refunds will be provided for partial billing periods.

19.2 Termination by Us

We may suspend or terminate your access to the Service at any time for any reason, including but not limited to violation of these Terms, non-payment, or if we discontinue the Service. We will make reasonable efforts to provide notice before termination except in cases of emergency or violation of the Acceptable Use Policy.

19.3 Effect of Termination

Upon termination:

  • Your right to access and use the Service will immediately cease
  • You will have 30 days to export your Customer Data before it is deleted
  • All outstanding fees become immediately due and payable
  • Sections that by their nature should survive termination (including Intellectual Property, Limitation of Liability, Indemnification, and Dispute Resolution) will survive

20. Dispute Resolution

20.1 Governing Law

These Terms and any disputes arising out of or related to these Terms or the Service shall be governed by the laws of the State of Delaware, United States, without regard to its conflict of laws principles.

20.2 Informal Resolution

Before initiating any formal dispute resolution, you agree to contact us at [email protected] to attempt to resolve the dispute informally.

20.3 Arbitration

Any dispute that cannot be resolved informally shall be resolved by binding arbitration administered by the American Arbitration Association in accordance with its Commercial Arbitration Rules. The arbitration shall be conducted in the State of Delaware. The arbitrator's decision shall be final and binding.

20.4 Class Action Waiver

YOU AGREE THAT ANY DISPUTE RESOLUTION PROCEEDINGS WILL BE CONDUCTED ONLY ON AN INDIVIDUAL BASIS AND NOT IN A CLASS, CONSOLIDATED, OR REPRESENTATIVE ACTION.

20.5 Exceptions

Notwithstanding the above: (a) either party may seek injunctive or other equitable relief in any court of competent jurisdiction to protect its intellectual property rights; and (b) either party may bring claims in small claims court if the claim qualifies for such court.

21. Changes to Terms

We may modify these Terms at any time. If we make material changes, we will notify you by email or by posting a notice on the Service at least 30 days before the changes take effect.

Your continued use of the Service after the effective date of the revised Terms constitutes your acceptance of the changes. If you do not agree to the revised Terms, you must stop using the Service before the changes take effect.

22. Miscellaneous

22.1 Entire Agreement

These Terms, together with our Privacy Policy and any other policies referenced herein, constitute the entire agreement between you and Support Station regarding the Service and supersede all prior agreements.

22.2 Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.

22.3 Waiver

Our failure to enforce any right or provision of these Terms will not be considered a waiver of that right or provision.

22.4 Assignment

You may not assign or transfer these Terms or your rights under them without our prior written consent. We may assign these Terms without restriction.

22.5 Notices

We may provide notices to you by email, posting on the Service, or other reasonable means. You may provide notices to us by email at [email protected].

22.6 Force Majeure

Neither party shall be liable for any failure or delay in performing their obligations under these Terms due to circumstances beyond their reasonable control, including but not limited to acts of God, natural disasters, war, terrorism, riots, embargoes, acts of civil or military authorities, fire, floods, epidemics, pandemics, strikes, or failures of third-party telecommunications or power supply. The affected party shall promptly notify the other party and use reasonable efforts to mitigate the impact.

23. Contact Information

If you have any questions about these Terms of Service, please contact us at:

Lund Development, LLC
DBA Support Station
Email: [email protected]