Terms of Service

Acceptance of Terms

By accessing, using, or engaging with any OneSupport service—including but not limited to our Customer Experience (CX) solutions, Managed IT (MIT) services, OS Cloud Contact Center (OneConnect), Hardware Lifecycle Management, or any other product or service offered by OneSupport, Inc.—you acknowledge that you have read, understood, and agree to be bound by these Terms of Service ("Terms").

If you are entering into these Terms on behalf of an organization or company, you represent and warrant that you have the authority to bind that entity to these Terms, and references to "you" shall apply to that entity.

Services Overview

OneSupport, Inc. provides a suite of integrated business services designed for enterprises, regulated industries, and high-stakes operational environments. Our primary service offerings include:

Customer Experience (CX)

Fully managed, 100% North American contact center operations including inbound/outbound support, technical assistance, customer success programs, and workforce management solutions.

OS Cloud — OneConnect

Cloud-based contact center infrastructure, UCaaS integrations, AI-assisted routing, omnichannel management, and real-time analytics delivered through OneSupport's proprietary OS Cloud platform.

Managed IT (MIT)

End-to-end IT management including helpdesk support, infrastructure monitoring, endpoint management, cybersecurity services, and strategic IT consulting for SMBs and enterprise clients.

Hardware & Lifecycle Management

Procurement, provisioning, asset tracking, refresh cycles, and decommissioning of IT hardware assets under managed or co-managed models.

OneSupport reserves the right to add, modify, or discontinue any service offering at any time, with reasonable advance notice provided to active customers where operationally practicable.

Eligibility

Our services are intended for business customers and authorized commercial entities. To be eligible to use OneSupport services, you must:

• Be a legal entity or an individual acting on behalf of a legal entity with authority to enter binding agreements.
• Operate within a jurisdiction where OneSupport is permitted to provide services under applicable law.
• Not be prohibited by any applicable law or regulation from receiving services of this nature.
• Maintain accurate and current account and billing information at all times.

OneSupport does not knowingly provide services to individuals or entities on applicable sanctions lists or who are in violation of export control laws. Accessing our services from territories subject to U.S. embargo without proper authorization is strictly prohibited.

Accounts & Access

Access to OneSupport's platforms and portals may require the creation of an authorized account. You are responsible for:

• Maintaining the confidentiality of all login credentials and access tokens associated with your account.
• All activity that occurs under your account, whether or not authorized by you.
• Promptly notifying OneSupport of any suspected unauthorized access or breach of account security.
• Ensuring that your designated users comply with all applicable terms and policies.

OneSupport may suspend or terminate account access, with or without notice, if we reasonably believe your account has been compromised, is being used in violation of these Terms, or poses a risk to our systems, other customers, or third parties.

Permitted Use

Subject to these Terms and any applicable service agreement, OneSupport grants you a limited, non-exclusive, non-transferable, revocable license to access and use our services solely for your internal business operations.

Permitted uses include:

• Using OneSupport CX agents and services to support your end customers as agreed in your service agreement.
• Accessing OneConnect or OS Cloud tools to manage contact center operations as authorized.
• Utilizing Managed IT services for your organization's internal IT infrastructure.
• Accessing dashboards, portals, and reporting tools as provisioned by OneSupport.

Any use beyond the scope of your executed service agreement or these Terms requires prior written authorization from OneSupport.

Prohibited Conduct

You agree not to, and will not permit any third party to:

• Use our services for any unlawful purpose or in violation of any applicable local, state, federal, or international law or regulation.
• Attempt to gain unauthorized access to any part of our systems, networks, or platforms.
• Interfere with or disrupt the integrity, security, or performance of OneSupport's services or infrastructure.
• Reverse engineer, decompile, disassemble, or otherwise attempt to derive source code from any OneSupport platform or proprietary technology.
• Resell, sublicense, or otherwise transfer access to OneSupport services to third parties without express written permission.
• Transmit or store any content that is defamatory, obscene, fraudulent, or that infringes any third-party intellectual property rights.
• Use automated tools, bots, or scraping utilities to access or extract data from our platforms without authorization.
• Misrepresent your identity or affiliation with any person or entity.
• Engage in any conduct that could harm OneSupport's reputation, operations, or relationships with its partners and employees.

Intellectual Property

All intellectual property rights in and to OneSupport's services, platforms, software, documentation, trademarks, trade names, and related materials are and shall remain the exclusive property of OneSupport, Inc. or its licensors. Nothing in these Terms grants you any rights in or to such intellectual property other than the limited access license described in Section 5.

Your Content

You retain ownership of all data, content, and materials you provide to OneSupport in connection with the services ("Customer Data"). You grant OneSupport a limited, non-exclusive license to access, process, and use your Customer Data solely to the extent necessary to deliver the contracted services.

Feedback

If you provide feedback, suggestions, or improvement ideas regarding our services, you grant OneSupport a perpetual, irrevocable, royalty-free right to use such feedback for any business purpose without obligation to you.

Data & Privacy

OneSupport's collection, use, and handling of personal data is governed by our Privacy Policy, which is incorporated into these Terms by reference.

Data Security

OneSupport implements industry-standard administrative, technical, and physical safeguards designed to protect Customer Data against unauthorized access, alteration, disclosure, or destruction. However, no security measure is 100% infallible, and OneSupport does not guarantee absolute security.

Regulated Environments

Customers operating in regulated industries—including healthcare (HIPAA), financial services, and federal contracting—should execute a separate Data Processing Agreement (DPA) or Business Associate Agreement (BAA) with OneSupport prior to transmitting regulated data. Contact your account representative for details.

Data Retention

OneSupport retains Customer Data for the duration of the service relationship and for a commercially reasonable period thereafter as required by applicable law or legitimate business purposes, unless a shorter retention period is agreed in writing.

Payment & Billing

Payment terms are established in your applicable Order Form or Statement of Work. Unless otherwise agreed in writing:

• Invoices are issued monthly in advance for recurring service fees and in arrears for usage-based or variable charges.
• Payment is due within thirty (30) days of the invoice date.
• Overdue balances accrue interest at the rate of 1.5% per month (or the maximum permitted by law, whichever is lower).
• OneSupport reserves the right to suspend services—without liability—if payment is more than fifteen (15) days past due, following written notice.
• All fees are non-refundable except as expressly stated in a signed service agreement or required by applicable law.

You are responsible for all applicable taxes, duties, and levies associated with your purchase of OneSupport services, excluding taxes on OneSupport's net income.

Service Levels

OneSupport strives to deliver reliable, high-quality services. Specific uptime commitments, response time guarantees, and performance metrics applicable to your engagement are defined in your Service Level Agreement (SLA), which forms part of your executed service agreement.

Scheduled maintenance windows, events outside OneSupport's reasonable control (including force majeure), and outages caused by Customer actions or third-party services are excluded from SLA calculations.

In the event of a service disruption, OneSupport will use commercially reasonable efforts to notify affected customers and restore services as quickly as practicable.

Confidentiality

Each party acknowledges that in the course of the service relationship, it may receive access to proprietary or confidential information of the other party ("Confidential Information"). Each party agrees to:

• Hold the other party's Confidential Information in strict confidence using at least the same degree of care it uses to protect its own confidential information (but no less than reasonable care).
• Use Confidential Information solely to fulfill obligations or exercise rights under these Terms or an applicable service agreement.
• Disclose Confidential Information only to employees, contractors, or advisors with a need to know and who are bound by appropriate confidentiality obligations.
• Promptly notify the other party of any unauthorized disclosure of Confidential Information.

Confidentiality obligations do not apply to information that is: (a) publicly available through no breach by the receiving party; (b) rightfully received from a third party without restriction; (c) independently developed without use of Confidential Information; or (d) required to be disclosed by law or court order, provided reasonable prior notice is given to the disclosing party where permitted.

Warranties & Disclaimers

OneSupport represents and warrants that: (a) it has the legal right and authority to enter into these Terms and provide the services; (b) the services will be performed in a professional and workmanlike manner consistent with industry standards; and (c) it will comply with all applicable laws and regulations in performing its obligations.

Limitation of Liability

To the maximum extent permitted by applicable law:

• Neither party shall be liable to the other for any indirect, incidental, special, consequential, exemplary, or punitive damages, including loss of profits, revenue, data, goodwill, or business opportunities, even if advised of the possibility of such damages.
• OneSupport's total aggregate liability to you for any claims arising out of or related to these Terms or the services shall not exceed the total fees paid by you to OneSupport in the twelve (12) months immediately preceding the event giving rise to the claim.

These limitations apply regardless of the legal theory under which the claim is asserted—whether in contract, tort, statute, or otherwise. Some jurisdictions do not allow limitations on implied warranties or exclusion of certain damages; in such jurisdictions, the above limitations may not apply to you.

Indemnification

You agree to defend, indemnify, and hold harmless OneSupport, Inc. and its officers, directors, employees, agents, licensors, and service providers from and against any claims, liabilities, damages, judgments, awards, losses, costs, expenses, or fees (including reasonable attorneys' fees) arising out of or relating to:

• Your violation of these Terms or any applicable service agreement.
• Your use of the services in a manner not authorized by these Terms.
• Your violation of any applicable law or regulation.
• Any claim that your Customer Data or content infringes the intellectual property or other rights of any third party.

OneSupport will provide you with prompt written notice of any indemnifiable claim and, at your expense, reasonable cooperation in the defense of such claim. You may not settle any claim that imposes obligations or restrictions on OneSupport without OneSupport's prior written consent.

Term & Termination

These Terms remain in effect for as long as you use OneSupport's services. Specific engagement terms and renewal provisions are governed by your executed service agreement.

Termination for Cause

Either party may terminate these Terms or an applicable service agreement immediately upon written notice if the other party: (a) materially breaches these Terms and fails to cure such breach within thirty (30) days of written notice; (b) becomes insolvent, makes an assignment for the benefit of creditors, or enters into bankruptcy proceedings; or (c) engages in fraud, gross negligence, or willful misconduct.

Effect of Termination

Upon termination or expiration: (a) all licenses granted herein shall immediately cease; (b) each party shall return or destroy the other party's Confidential Information; (c) you shall promptly pay all outstanding fees owed; and (d) OneSupport will make Customer Data available for export for a period of thirty (30) days following the termination date, after which it may be deleted.

Sections addressing Intellectual Property, Confidentiality, Warranties, Limitation of Liability, Indemnification, Governing Law, and Dispute Resolution shall survive any termination or expiration of these Terms.

Governing Law & Dispute Resolution

These Terms shall be governed by and construed in accordance with the laws of the State of Texas, without regard to its conflict of law provisions.

Informal Resolution

Before initiating formal proceedings, the parties agree to attempt in good faith to resolve any dispute through negotiation between senior representatives for a period of thirty (30) days following written notice of the dispute.

Binding Arbitration

If a dispute cannot be resolved informally, it shall be submitted to binding arbitration administered by the American Arbitration Association (AAA) under its Commercial Arbitration Rules. The arbitration shall take place in Hays County, Texas. The arbitrator's decision shall be final and binding, and judgment may be entered in any court of competent jurisdiction.

Notwithstanding the above, either party may seek emergency injunctive or equitable relief from a court of competent jurisdiction to prevent irreparable harm pending the outcome of arbitration.

Changes to These Terms

OneSupport reserves the right to update or modify these Terms at any time. When we do, we will revise the "Last Updated" date at the top of this page. For material changes, we will provide at least thirty (30) days' advance notice via email to your registered address or prominent notice within the applicable service portal.

Your continued use of OneSupport services after the effective date of any changes constitutes your acceptance of the revised Terms. If you do not agree to the revised Terms, you must cease using our services and provide written notice of termination in accordance with Section 15.

Contact Information

For questions, concerns, or notices regarding these Terms of Service, please contact us:

For general inquiries, visit our contact page.