Live chat service terms

A chat window to install on your pages, a workspace for your team, and the means to answer from it: the HelloMe application your agents already use, an API for your own software, and webhooks to be told what happens.

The service is provided as described on the public live chat page and in the developer guide, on the day you subscribe. We improve it continuously; we do not remove a feature without notice, unless security requires it.

• Unlimited agents on every plan, including the free one.
• Each plan's limits (conversations, allowed websites, how long history is kept, calls, API) are the ones shown on the pricing page.
• We never charge per conversation, and never per agent.

• Install the window only on websites you operate, and declare them in the list of allowed domains.
• Keep the server key and the signing secret secret: they amount to an authorisation. The public widget key, on the other hand, is meant to be visible.
• Tell your visitors, on your site, that the chat is provided by HelloMe, and link to our privacy policy.
• Not use the service to send unsolicited messages, nor to collect data your visitors have not agreed to give you.
• Answer for what your agents write: they speak in your company's name.

An agent you remove from the workspace loses access at once, tokens included. Doing it when somebody leaves your team is yours to do: we cannot guess it.

Prices are shown in FCFA, per workspace and per month. Payment is in advance, by mobile money or transfer. A paid plan starts on the day of payment and renews on the same date.

• Calls are counted per minute started, assistant answers per use, beyond what your plan includes.
• You may change plan at any time: the change takes effect immediately, and the month under way is neither refunded nor extended.
• If payment does not arrive, we tell you, and the workspace falls back to the free plan's limits. Nothing is deleted for that reason for thirty days.
• Prices may change. An increase is announced at least thirty days ahead and applies only from the next renewal.

What your visitors write to you is yours. We process it for you, on your instructions, and never for ourselves: we sell nothing, we do not use it for advertising, and we train no model on it.

The roles, the security measures and the sub-processors are set out in the data processing agreement, which forms part of this contract.

• You can export your entire workspace at any time, without asking us.
• You can erase a customer's data on their request; a customer can also do it themselves from the window.
• We keep conversations for the time your plan provides, then we really delete them.

We aim for 99.9% availability per month on paid plans. The figures, how they are measured and what you get when we miss them are set out in the service commitment.

Planned interruptions are announced ahead and placed outside West African working hours. An unplanned one is reported on the service status page.

We answer for direct damage caused by our own failure, up to the amounts you have paid us over the preceding twelve months. We do not answer for what your agents write, for lost profit, or for the loss of data you could have exported.

Nothing in this paragraph limits our liability for gross negligence or wilful misconduct, or where the law forbids it.

• You may stop whenever you like, from your settings or by writing to us. The month under way remains due.
• We may suspend a workspace that puts the service or its users at risk, after telling you where possible, and at once where it is not.
• At the end you have thirty days to export your data. After that it is deleted.

This contract is governed by the law of the country where GRACELAB OPEN TECH SARL is established. Before any proceedings, we undertake to seek a solution in good faith for thirty days from a written notice sent to support@gracelab.io.