1. Provider, eligibility and agreement
IT Service Desk operates ITServiceDesk.io (the service). In these terms, “we”, “us” and “our” mean IT Service Desk; “you” means the business or organisation registering a company workspace. Contact us through the Contact form on this website for contractual notices, complaints or account requests. The provider name is IT Service Desk; no limited-company status, registration number or registered office is represented by that trading name.
This is a business-to-business service for authorised representatives aged 18 or over. By registering, you confirm that you have authority to bind the organisation, provide accurate company and contact details, and accept this version of the terms on its behalf. Consumer use is not offered. If mandatory consumer protections nevertheless apply, they are not excluded.
These terms apply to the pilot and free workspace. A separately agreed written order or data-processing agreement may add terms for a particular service; mandatory law and any expressly agreed data-processing provisions take priority where they conflict. A website feature description is not a separate service-level commitment.
2. Pilot status — important limitations
The service is an early-access pilot and has not yet reached full release. You may use real data, subject to these terms and applicable data-protection requirements. Development and changes are ongoing throughout the pilot and may cause issues until the platform leaves pilot. Features may be incomplete, contain errors, change without notice, or become unavailable. Tickets, attachments, configurations, emails or records may be delayed, duplicated, corrupted, lost or reset. Do not use it as your sole production helpdesk, system of record, backup, security control or business-continuity measure.
Your organisation must ensure that its administrators, technicians and users understand the pilot status and risks from ongoing changes before using the service. Only register if your organisation is willing to accept those risks and limitations. If they are not acceptable, do not sign up; wait until the platform leaves pilot and reassess whether it meets your needs. Do not submit passwords, access tokens, payment-card data, special-category personal data, criminal-offence data, highly confidential material or information whose loss or disclosure could cause significant harm.
Do not use the pilot for emergencies, safety-critical decisions, medical care, legal or regulatory deadlines, financial authorisation, incident response on which you depend, or any use requiring guaranteed availability or accuracy. Keep suitable alternative processes and independent copies of information you need.
There is no guaranteed uptime, support coverage, response time, resolution time, delivery time, data durability, recovery point, recovery time or compatibility during the pilot unless separately agreed in writing. We may pause, restrict, reset or end pilot access. Where reasonably practicable, we will give notice and an opportunity to export available data; urgent security, legal or technical circumstances may prevent this. No particular recovery or export outcome is guaranteed.
3. Service scope and your support operations
The service provides helpdesk software. Your organisation remains responsible for supplying its own technicians, customer support, escalation decisions and communications. Ticket priorities, timers, reports, satisfaction scores, SLA targets and ITIL-style workflows are tools for your own management; they are not a promise that we will resolve an IT issue or a statement of ITIL certification or regulatory compliance.
Your organisation controls its accounts, permissions and authorised end users. Technicians and company administrators must be expressly assigned. End users normally see their own tickets; end-user admins can see company tickets. You are responsible for checking that each role and assignment is appropriate and for informing your users how their information is handled.
4. Account and security responsibilities
Keep credentials, authenticator devices and recovery codes secure. Use unique passwords, enable MFA where available, promptly remove departing users and report suspected compromise through the Contact form. Do not share named accounts or try to bypass seat limits, company boundaries, authentication or access controls.
Your organisation is responsible for activity it authorises and for taking reasonable steps to prevent misuse. We remain responsible for obligations that the law places on us; these terms do not transfer responsibility for our own unlawful conduct to you. Password recovery does not authorise another person to bypass MFA. Some recovery situations require manual identity checks and may take time.
A company administrator may explicitly grant platform support access to workspace content. Otherwise the platform-owner interface is restricted to company statistics and subscription metadata. Necessary automated processing, infrastructure operations, security investigation and legally required disclosures may still occur; this is not a representation that hosting personnel can never access underlying systems.
5. Free accounts, additional seats and payments
Each company includes two free team seats shared between company administrators and technicians. At least one must be an active company administrator; the second can be another administrator or a technician. Every administrator or technician beyond the two included team seats requires an additional seat. Your company must always retain at least one activated, enabled company administrator. An invited administrator must activate their account before the last existing administrator can be removed, disabled or changed to a different role. End users and end-user admins are unlimited and free. The free allowance has no trial expiry while the service continues to be offered; “free forever” does not guarantee that a pilot or the service will operate indefinitely. We will not turn included free seats into paid seats without your express agreement.
The list price for each additional company administrator or technician is £3 per month in GBP. Enabled users and outstanding invitations reserve seats. Complimentary or manually arranged allowances may be granted separately. Online subscription payments are not connected at the date of these pilot terms. Registering or accepting these terms does not authorise a payment, start a paid subscription or permit retrospective charging.
Any paid service requires a separate, clearly presented agreement covering the payable price, any applicable tax, payment provider, billing period, additions, reductions, renewal, cancellation and refunds before payment is authorised. Future billing features or proposed policies are not active merely because they have been discussed or described. A manually agreed invoice remains subject to its agreed payment terms.
6. Acceptable use and customer content
You retain your rights in the content you submit and grant us the limited rights needed to host, transmit, display and process it to provide, secure and support the service. You must have the necessary permissions and lawful basis for submitting it. Feedback may be used to improve the product without an obligation to pay, but this does not transfer ownership of your confidential workspace content.
Do not upload unlawful, infringing, abusive or malicious content; distribute malware; run spam or bulk-marketing campaigns; impersonate others; exploit vulnerabilities; perform unauthorised security tests; disrupt other users; or attempt to access another company’s information. Do not use service-generated addresses for unrelated mail or create workspaces to evade restrictions.
We may apply reasonable technical, storage, attachment, email, rate or abuse limits and restrict harmful use. Unlimited customer accounts does not mean unlimited storage, traffic, email delivery or infrastructure capacity. We may investigate and remove content where reasonably necessary for security, legal compliance or enforcement, with appropriate regard to confidentiality.
7. Email, attachments and third parties
Email intake and delivery depend on domain verification, DNS, sender authentication, email-provider limits and external mail systems. Messages can be rejected, filtered, delayed, misrouted or unavailable. An acknowledgement or delivery status is not proof that a technician has read or acted on a ticket. Check the portal and use another communication channel for urgent matters.
Uploaded files and links may be unsafe. You must use appropriate malware protection and independently assess attachments. Do not assume automatic malware scanning, complete email-attachment import, guaranteed archival or comprehensive filtering unless expressly confirmed as an enabled feature.
AI assistance is enabled by default for company staff and can be disabled by a company administrator in Company Settings. Generation is optional: staff review and may edit sanitised ticket text before sending it to Cloudflare Workers AI for processing. Automated redaction is incomplete; staff must remove sensitive details that should not be processed. Attachments and internal notes are excluded. Suggestions are temporary staff-only guidance, not automatically saved to a ticket or emailed. Staff must verify accuracy, safety and confidentiality before acting on or manually copying suggestions. Cloudflare states Workers AI content is not used to train models; processing is subject to its terms and limited retention exceptions, and no UK-only processing is promised. Usage limits apply.
The service uses external infrastructure and providers, including Cloudflare for hosting/storage and Resend for connected email. Their availability and applicable conditions can affect the service. We do not control external networks or promise that information is stored only in a particular country. We remain responsible for duties that applicable law imposes on our selection and use of providers.
8. Personal data, confidentiality and backups
We handle necessary registration, account, business address, optional phone, security and enquiry information to administer and secure the service, communicate about it and meet legal obligations. Providing a phone number is optional and does not constitute marketing consent. Agreement to these terms is not blanket consent to unrelated marketing.
Your organisation normally determines why and how personal data in its tickets is used. Before using the service to process real customer or employee ticket data on your behalf, a suitable written data-processing agreement, privacy information, security assessment and any required international-transfer arrangements must be in place. These pilot terms alone are not presented as a complete Article 28 processing agreement or a certification of GDPR compliance. Real ticket and attachment data is permitted when the applicable data-handling requirements are met; there is no general requirement to use demo, synthetic or anonymised data during the pilot.
Each party must protect the other’s non-public information with reasonable care, use it only for the agreed purpose, and disclose it only to people or providers who need it and are subject to suitable duties, or where law requires. Public information, independently developed information and information lawfully received without confidentiality restrictions are excluded.
Keep independent backups and export copies you need. The pilot is not a backup service. Do not assume a particular retention period, restoration capability or recovery guarantee. Request account closure, deletion, correction or a copy of your information through the Contact form; requests are handled subject to identity checks, applicable law, technical constraints and necessary security, legal or accounting retention. No term excludes either party’s statutory data-protection responsibilities or individuals’ rights.
9. Intellectual property
We or our licensors retain rights in the software, website, branding and documentation. Subject to these terms, you receive a limited, non-exclusive permission to use the service for your organisation and its authorised users while access remains active. You do not acquire ownership of the software or a permanent right to a particular subdomain.
Do not copy, sell or redistribute the software, remove proprietary notices, or reverse engineer it except where applicable law expressly permits. Do not represent yourself as the service operator or use our branding in a misleading way. Rights in third-party software remain with their respective owners.
10. Pilot warranties and reliance
To the fullest extent permitted by applicable law, the pilot is supplied on an “as is” and “as available” basis, without implied warranties or terms about quality, fitness for a particular purpose, accuracy, uninterrupted availability or error-free operation. You must independently assess whether any feature, output, report, workflow or integration meets your needs.
We do not warrant that the pilot will prevent a cyber incident, meet your customer contracts, satisfy a legal or regulatory duty, or achieve a particular commercial result. Nothing here excludes a mandatory obligation, overrides an express written commitment, or permits fraudulent statements. You must not rely on informal product discussions as a guarantee of future features or dates.
11. Liability — read this section carefully
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited. Mandatory statutory rights, data subjects’ rights and regulatory powers are preserved. Every exclusion and cap below is subject to those exceptions and any applicable requirement of reasonableness.
To the fullest extent permitted by law, we are not liable for indirect or consequential loss, lost profits, revenue, anticipated savings, business opportunities, goodwill or business interruption, or for loss or corruption of data, arising from use of or inability to use the pilot, whether the claim arises in contract, negligence or otherwise. This includes losses linked to missed tickets, delayed or failed emails, inaccurate reports and interruptions, where exclusion is lawful and reasonable.
For liability that may lawfully and reasonably be limited, our total aggregate liability arising out of or in connection with the service in any 12-month period is limited to the greater of £100 and the fees actually paid to us for the affected company’s service in that period. A separately signed agreement may expressly replace this cap. The cap is not a promise that a court will uphold every exclusion or limitation.
The pilot status, ongoing development, lack of service-level guarantees, free or limited fees, disclosed risks and your ability to keep independent alternatives form part of the allocation of risk. You must take reasonable steps to avoid and mitigate loss. Your agreement does not waive liability which the law requires us to retain.
12. Third-party claims caused by your misuse
To the extent permitted by law, your organisation will reimburse our reasonable, evidenced costs and liabilities from a third-party claim caused by your unlawful content, infringement of that party’s rights or material misuse of the service. This does not apply to the extent a claim results from our negligence, breach of these terms or unlawful conduct.
We will notify you reasonably promptly, allow reasonable participation in the defence and take reasonable steps to mitigate the claim. Neither party may admit liability or agree a settlement imposing obligations on the other without its written consent, not to be unreasonably withheld.
13. Suspension, closure and changes
You may stop using the pilot and request closure at any time through the Contact form. Stopping use alone does not cancel a separately agreed paid order; that order’s disclosed cancellation process applies. We may suspend or end access for material breach, abuse, security risk, legal requirements, non-payment under an agreed paid order, or withdrawal of the pilot.
Where reasonably practicable, we will give notice and an opportunity to resolve a remediable issue or retrieve available information. Immediate action may be necessary to protect users or comply with law. Closure may remove access to tickets, files and service addresses. Retention, deletion and any continuing charges are governed by applicable law and any separately agreed arrangements; the free pilot does not guarantee continued hosting or restoration.
We may update these terms prospectively. The current version and date are displayed here. Material changes to contractual obligations will be notified through the service or registered contact details and, where required, require fresh agreement; they do not retrospectively authorise charges or remove accrued rights. The acceptance record kept for your registration identifies the version you accepted. Discontinuing a pilot is distinct from imposing a fee on included free accounts.
14. General provisions and disputes
Neither party is responsible for delay caused by events reasonably beyond its control to the extent permitted by law, but this does not excuse obligations that cannot lawfully be excused. Each party must take reasonable steps to reduce disruption. No partnership, agency, employment or professional-adviser relationship is created by these terms.
If a provision is invalid or unenforceable, it applies only to the extent lawful, or is severed where necessary, and the remaining terms continue. A delay in enforcing a right is not a waiver. A person who is not a party has no right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999, except where mandatory law provides otherwise.
These terms and any expressly agreed order or processing agreement contain the agreement for the service and supersede earlier informal discussions about the same subject, without excluding liability for fraud. Your organisation may not transfer its agreement without our written consent. Any transfer by us must preserve your accrued rights and applicable legal protections.
The laws of England and Wales govern these terms and related non-contractual claims, and the courts of England and Wales have jurisdiction, subject to any mandatory rules that apply. Please first contact us through the website so we can try to resolve a complaint informally; this does not prevent urgent court action or a complaint to a regulator.