Terms of Service

Last updated: December 19, 2024

1. Acceptance of Terms

By accessing and using GHL-ITSM, you accept and agree to be bound by the terms and provision of this agreement. If you do not agree to abide by the above, please do not use this service.

These Terms of Service apply to both the self-hosted version of GHL-ITSM and any cloud services we may provide in the future.

2. Description of Service

GHL-ITSM is an open-source IT service management portal that provides:

  • Multi-tenant ticket management system
  • Three-tier user system (Super Admin, Tech, Client)
  • Service window tracking and hour management
  • Role-based access control
  • Client dashboard and communication tools
  • Time tracking and reporting features

3. License and Usage

3.1 Open Source License

GHL-ITSM is licensed under the GNU Affero General Public License v3.0 (AGPL v3). This license grants you the freedom to:

  • Use the software for any purpose
  • Modify the source code
  • Distribute copies of the software
  • Distribute modified versions

However, if you distribute modified versions, you must also make the source code available under the same license.

3.2 Self-Hosted Usage

When you self-host GHL-ITSM, you are responsible for:

  • Proper installation and configuration
  • Server and database maintenance
  • Security and access control
  • Data backup and recovery
  • Compliance with applicable laws

3.3 Cloud Service Usage (Future)

If you use our cloud services, you agree to:

  • Provide accurate account information
  • Maintain the security of your account
  • Use the service in compliance with these terms
  • Pay applicable fees for premium features

4. User Responsibilities

4.1 Acceptable Use

You agree to use GHL-ITSM only for lawful purposes and in accordance with these Terms. You agree not to:

  • Use the service for any illegal or unauthorized purpose
  • Violate any applicable laws or regulations
  • Infringe on the rights of others
  • Attempt to gain unauthorized access to the system
  • Interfere with or disrupt the service
  • Upload malicious code or content

4.2 Data Responsibility

You are responsible for:

  • The accuracy and legality of data you input
  • Maintaining appropriate data backups
  • Ensuring data privacy and security
  • Compliance with data protection regulations

5. Intellectual Property

5.1 Our Rights

GHL-ITSM and its original content, features, and functionality are owned by us and are protected by international copyright, trademark, patent, trade secret, and other intellectual property laws.

5.2 Your Rights

You retain ownership of any content you create or upload to GHL-ITSM. By using the service, you grant us a limited license to use, store, and process your content solely for the purpose of providing the service.

5.3 Open Source Contributions

If you contribute code to GHL-ITSM, you agree to license your contributions under the AGPL v3 license, consistent with the project's licensing terms.

6. Privacy and Data Protection

Your privacy is important to us. Please review our Privacy Policy, which also governs your use of the service, to understand our practices.

7. Disclaimers and Limitations

7.1 Service Availability

We strive to provide reliable service, but we cannot guarantee that the service will be uninterrupted, timely, secure, or error-free. For self-hosted versions, service availability depends on your infrastructure.

7.2 No Warranty

GHL-ITSM is provided "as is" without warranties of any kind, either express or implied. We disclaim all warranties, including but not limited to:

  • Warranties of merchantability
  • Fitness for a particular purpose
  • Non-infringement
  • Accuracy or completeness of data

7.3 Limitation of Liability

In no event shall we be liable for any indirect, incidental, special, consequential, or punitive damages, including without limitation, loss of profits, data, use, goodwill, or other intangible losses.

8. Indemnification

You agree to defend, indemnify, and hold harmless GHL-ITSM and its contributors from and against any claims, damages, obligations, losses, liabilities, costs, or debt arising from your use of the service.

9. Termination

9.1 Self-Hosted Termination

You may stop using the self-hosted version of GHL-ITSM at any time. You are responsible for backing up your data before termination.

9.2 Cloud Service Termination

We may terminate or suspend your access to cloud services immediately, without prior notice, for conduct that we believe violates these Terms or is harmful to other users or the service.

9.3 Effect of Termination

Upon termination, your right to use the service will cease immediately. We may delete your account and data, though we will provide reasonable notice for data export.

10. Governing Law

These Terms shall be governed by and construed in accordance with the laws of [Your Jurisdiction], without regard to its conflict of law provisions.

11. Dispute Resolution

Any disputes arising from these Terms or your use of GHL-ITSM shall be resolved through good faith negotiations. If such negotiations fail, disputes may be resolved through binding arbitration or in the courts of [Your Jurisdiction].

12. Changes to Terms

We reserve the right to modify these Terms at any time. We will notify users of any material changes by posting the new Terms on this page and updating the "Last updated" date.

13. Severability

If any provision of these Terms is held to be invalid or unenforceable, such provision shall be struck and the remaining provisions shall be enforced.

14. Contact Information

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