Terms of Service — Elira Support

Last updated: March 30, 2026

1. Agreement to Terms

By accessing or using Elira Support’s services, you agree to be bound by these Terms of Service. If you do not agree, you may not use our services.

2. Services Overview

Elira Support provides outsourced customer support services, which may include:

• Live chat support
• Email and ticket handling
• Lead qualification and capture
• Appointment booking
• AI-assisted responses
• Multi-channel messaging (website, email, social platforms)

Services are customized based on the agreed plan and onboarding details.

3. Service Model

• Elira Support operates as an external support provider
• Our agents act as an extension of your business
• We follow your provided guidelines, workflows, and escalation rules
• You are responsible for ensuring all provided information is accurate and up to date

4. Onboarding & Setup

Service begins after:

• Completion of onboarding
• Submission of required business information
• Alignment on workflows, tone, and escalation rules

Typical onboarding time: 1–2 business days, depending on complexity.

5. Pricing & Billing

• Services are billed on a monthly basis
• Invoices are issued at the start of each billing cycle
• Payments must be completed as per the invoice terms

Accepted payment methods may include:

• ACH transfer
• Wire transfer
• Other agreed methods

Failure to complete payment may result in service suspension.

6. Trial Policy

• A 7-day trial may be offered to new clients
• The trial allows evaluation of service quality and fit
• After the trial, continued service requires payment

7. No Refund Policy

Due to the nature of our services:

• All payments are non-refundable once the billing cycle begins
• Clients are encouraged to use the trial period before committing

8. Fair Usage Policy

Plans may include conversation limits (e.g., 1,500 or 3,000 monthly conversations).

• Usage beyond limits may require plan upgrades or adjustments
• Excessive or abnormal usage may impact service performance

9. Client Responsibilities

You agree to:

• Provide accurate and complete business information
• Maintain updated FAQs, processes, and escalation rules
• Respond to escalations when required
• Use services in a lawful and ethical manner

Elira Support is not responsible for issues caused by incomplete or incorrect information provided by the client.

10. Data Ownership & Privacy

• You retain full ownership of your data
• Elira Support acts as a data processor
• All data is handled in accordance with our Privacy Policy
• We maintain strict confidentiality and security standards

11. Confidentiality

Both parties agree to:

• Protect confidential information
• Not disclose sensitive data to third parties
• Use information solely for service delivery

12. Service Availability

• Services are provided based on agreed coverage hours
• While we aim for high reliability, uninterrupted service is not guaranteed
• Maintenance, technical issues, or third-party disruptions may occur

13. Limitation of Liability

Elira Support is not liable for:

• Loss of revenue or business opportunities
• Indirect or consequential damages
• Issues resulting from third-party platforms
• Outcomes influenced by customer decisions

Our role is to support communication, not guarantee business results.

14. Quality Assurance

We maintain service quality through:

• Agent training
• Internal monitoring
• Performance reviews
• Workflow optimization

If issues arise, we will take corrective action, including retraining agents.

15. Termination

Either party may terminate services:

• At the end of a billing cycle
• With reasonable notice (recommended: 7 days)

No refunds will be issued for active billing periods.

16. Modifications to Services

We reserve the right to:

• Update service features
• Improve workflows
• Adjust operational processes

Clients will be informed of significant changes.

17. Intellectual Property

• All materials, systems, and processes used by Elira Support remain our property
• Client-provided materials remain the client’s property

18. Third-Party Tools

We may use third-party tools (e.g., chat platforms, CRM systems).

• We are not responsible for third-party outages or limitations
• These tools operate under their own terms and policies

19. Compliance & Legal Use

Clients agree not to use Elira Support for:

• Illegal activities
• Fraudulent or deceptive practices
• Harmful or abusive communication

We reserve the right to terminate services if misuse is detected.

20. Updates to Terms

These Terms may be updated periodically. Continued use of services indicates acceptance of updated terms.

21. Contact

For questions regarding these Terms:

Elira Support
Website: https://elirasupport.com