Terms of Use

1. Agreement

These Terms of Use (“Terms”) govern your access to and use of the SupportOS platform (“Service”) operated by Brain Thunder Enterprises Ltd (“Company”). By accessing or using the Service, you agree to be bound by these Terms.

2. Service Description

SupportOS is a multi-tenant operating system for customer support, trust & safety, and regulatory compliance. The Service enables tenants to manage support tickets, detect and report priority offences, preserve evidence, and generate transparency reports as required by the UK Online Safety Act 2023.

3. Accounts and Access

• Access is provided to authorised users within a tenant organisation.
• You are responsible for maintaining the confidentiality of your account credentials.
• You must not share credentials or allow unauthorised access to your account.
• You must notify us immediately of any unauthorised use of your account.

4. Acceptable Use

You agree not to:

• Use the Service for any purpose other than its intended regulatory compliance and support functions.
• Attempt to access data belonging to other tenants.
• Interfere with, disable, or circumvent any security features of the Service.
• Tamper with evidence records, audit logs, or compliance reports.
• Use the Service to facilitate or conceal any illegal activity.

5. Regulatory Compliance Obligations

The Service includes mandatory workflows for detecting and reporting child sexual exploitation and abuse (CSEA) and other priority offences as defined by the Online Safety Act. These workflows cannot be disabled or modified by tenants. By using the Service, you acknowledge that:

• CSEA detection and NCA referral workflows are hardcoded and cannot be overridden.
• Evidence preservation is immutable and subject to minimum 7-year retention.
• Transparency reports may be generated and submitted to Ofcom as required.
• SLA timers for priority offence response have platform minimums that cannot be loosened.

6. Data and Tenant Isolation

Each tenant's data is isolated using database-level row-level security. Tenants can only access their own data. The Company does not access tenant data except as necessary to operate and maintain the Service, or as required by law.

7. AI-Assisted Features

The Service uses artificial intelligence for ticket classification, priority offence detection, and response drafting. AI-generated outputs are provided as recommendations only. All enforcement decisions on priority offences require human approval. The Company does not guarantee the accuracy of AI classifications.

8. Availability

We aim to provide 99.9% uptime for the Service but do not guarantee uninterrupted access. We may perform scheduled maintenance with reasonable notice. We are not liable for any loss resulting from temporary unavailability.

9. Limitation of Liability

To the maximum extent permitted by law, the Company shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Service. Our total liability shall not exceed the fees paid by your organisation in the 12 months preceding the claim.

10. Termination

Either party may terminate the agreement with 30 days' written notice. Upon termination, tenant data will be retained for the minimum regulatory retention period and then securely deleted, except for evidence records which are subject to the 7-year compliance retention period.

11. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

12. Contact

Brain Thunder Enterprises Ltd
Email: legal@support-os.net