SupportSuite as a Hosted Service - Service Agreement

[hmac]

I have been evaluating the Kayako Hosted Service for two or three months and have generally found that it meets my, somewhat limited, requirements.

However, I now have to "sell" the Hosted SupportSuite solution to my Management and Internal Audit group.

In addition to the EULA (that I have had sight of) does a Licensing Agreement exist for the hosted service? I have been asked for details of service levels, backup and recovery program etc.

My legal department is also interested in details such as Termination and Exit, succession of Kayako by another company etc.

Anyone any info that they can pass on?

Thanks in advance

[Jamie Edwards]

Hi hmac

We are actually in the process of formalizing a separate fork of the agreement for hosted services which details these specifics.

If you would like to email me at the address in the signature below I'd be happy to discuss things with you.

[hmac]

Jamie

I emailed you as requested but havent had a response back yet - pls can you confirm that you have received my email?

[Jamie Edwards]

Hi hmac,

I am afraid I haven't - could you please resend it and post here when you have?

[Jamie Edwards]

Hi hmac,

Received your PM.

[dragonyao]

Hi, Jamie

Same request happened when we do the helpdesk service in customer company. Their legal department need us to show EULA so we can run supportsuite client in their network environment.

Please send on EULA copy for hosted serveice to me also. My hosted service is longdeinfo.helpserve.com and my email address is dragon.yao@longdeinfo.com Your prompt support will be highly appreciated

[craigbrass]

Latest EULA is at Company Agreements (Kayako updated that without announcing which I did point out to Jamie *should* of been announced but there we go). EULA is the same for the hosted and self-hosted software.

Terms of Service for the hosted platform is at Company Agreements which includes SLA.

[Jamie Edwards]

Hi dragonyao,

I have e-mailed you a copy of the EULA and hosted terms of service.

@craigbrass; All customers received a copy of the new EULA when they came to install or upgrade to a recent version of the software covered by it.

Kind regards,

[craigbrass]

This is true but no reason for you not to announce it publically. It is just like a terms and conditions change, legally it is supposed to be announced. Plus I did mention it to you and you said this was going to be done.

[Jamie Edwards]

It is just like a terms and conditions change, legally it is supposed to be announced.

There is no legal obligation to announce it (within the governance that that the EULA is set, or [fyi] in the UK). What is your source on that?

As I said, all customers coming to install a product that is covered by the EULA have to agree to the EULA, which is bundled - we aren't hiding it. The documents are available here: Company Agreements

Thanks,

[craigbrass]

Although I have looked into it and you are not legally required to, there is no reason why you shouldn't announce it in the news section like "EULA Updated". Not doing so simply means people are not likely to notice it has changed and if they do notice it, it is something that tends to irritate people when they find out it wasn't pointed out to them - just like when a company fails to provide enough information about an incident.

Anyway, I noticed the EULA had changed a while back and when I asked you about announcing it, you mentioned it would be announced.