Terms of Service
Last updated: 19 August 2026
1. The service
IdealCRM Tickets ("the Service"), available at idealcrm.cloud, is a hosted support-ticket platform. It connects to email mailboxes you authorize (Microsoft 365 / Exchange Online, Gmail / Google Workspace, or IMAP/SMTP), converts incoming email into tickets, and provides tools for your team to manage and reply to them, including a customer self-service portal. Each customer organization operates in its own isolated workspace on a dedicated subdomain of idealcrm.cloud.
2. Accounts and registration
To use the Service you must create a workspace and provide accurate account information. You are responsible for maintaining the confidentiality of your credentials, for enabling appropriate security measures such as two-factor authentication, and for all activity that occurs under your workspace. You must notify us promptly of any unauthorized use of your account.
3. Your responsibilities
You confirm that you are authorized to connect any mailbox you link to the Service and to process the email it contains. You are responsible for the content of tickets, replies, and attachments sent through the Service, and for ensuring that your use of the Service complies with the laws applicable to you, including data-protection law applicable to the personal data of your own customers.
4. Acceptable use
You may not use the Service to send unsolicited bulk email, distribute malware, infringe intellectual-property rights, harass others, or engage in any unlawful activity. You may not attempt to access other customers' workspaces or data, probe or disrupt the Service's infrastructure, or resell the Service without our written consent. We may suspend workspaces that violate this section.
5. Your data
You own your ticket data. All tickets, email content, contacts, and attachments in your workspace remain your property. We process this data solely to operate the Service on your behalf and claim no rights over it beyond what is needed to provide the Service. Our handling of personal data is described in our Privacy Policy.
6. Plans and billing
The Service offers a free plan and paid plans with higher limits, as described on our pricing page. Paid subscriptions are billed in advance on a recurring basis and renew automatically until cancelled. Prices may change with reasonable advance notice; changes take effect at your next renewal. Fees are non-refundable except where required by law.
7. Availability
We aim to keep the Service available at all times but provide it "as is" and "as available", without warranty of uninterrupted or error-free operation. Scheduled maintenance, third-party outages (including the email providers you connect), and events beyond our reasonable control may temporarily affect availability.
8. Third-party services
Connecting a mailbox relies on services operated by third parties such as Microsoft and Google, whose own terms govern your use of those services. We are not responsible for changes to, or the availability of, third-party APIs and services.
9. Suspension and termination
You may cancel your workspace at any time. We may suspend or terminate a workspace for material breach of these terms, non-payment, or where required by law, normally after giving you notice and an opportunity to remedy the issue where practicable. Upon termination we will, on request and within a reasonable period, make your ticket data available for export before it is deleted in accordance with our retention practices.
10. Limitation of liability
To the maximum extent permitted by law, we are not liable for indirect, incidental, special, or consequential damages, or for loss of profits, revenue, or data, arising from your use of the Service. Our total aggregate liability for any claim relating to the Service is limited to the amounts you paid us in the twelve months preceding the event giving rise to the claim. Nothing in these terms excludes liability that cannot be excluded by law.
11. Changes to these terms
We may update these terms from time to time. For material changes we will give reasonable advance notice, for example by email or a notice within the Service. Continued use of the Service after a change takes effect constitutes acceptance of the updated terms.
12. Governing law
These terms are governed by the laws of the Republic of Cyprus, and the courts of Cyprus have exclusive jurisdiction over any dispute arising from them, without prejudice to any mandatory consumer protections available in your country of residence.
13. Contact
Questions about these terms can be sent to legal@idealcrm.cloud.