VideoSupport Terms & Conditions

This Agreement is between VideoSupport LLC ("VideoSupport") and the person or entity using the Services ("Customer" or "you"). If you use the Services on behalf of a company, you represent that you are authorized to accept this Agreement on behalf of that company.

This Agreement starts when you first access the Services or on the date of the first Order Form that references it.

VideoSupport may update this Agreement periodically. We will give at least 30 days' notice of material changes by email or in the Dashboard. Changes apply from your next renewal unless the law requires otherwise or we state a later date. Continued use of the Services after changes take effect constitutes acceptance.

1. Definitions

Terms used in this Agreement include, among others: Affiliate, Beta Offerings, Contractor, Customer Data, Customer Properties, Dashboard, Documentation, Feedback, Intellectual Property Rights, VideoSupport Apps, VideoSupport Code, Laws, Order Form, People, Permitted User, Services, Taxes, Third Party Messaging App, and Third-Party Platform. The following terms have these meanings:

• Customer DataAll data submitted to the Services by you or on your behalf, including Recordings, Knowledge Sources, and data received from connected platforms.
• RecordingAny video, audio, screen capture, image, console log, network data, or message submitted through a VideoSupport recording page, link, API, or MCP server.
• End UserA person, such as your customer or tenant, who submits a Recording at your request.
• Knowledge SourcesDocumentation URLs, PDF files, past tickets, transcripts, and other content you provide so AI features can answer from it.
• AI OutputTranscripts, translations, detection summaries, likely-issue labels, live guidance, and drafted answers generated from Customer Data.
• Connected AgentAn AI agent, tool, or endpoint you connect to the Services through our MCP server, API, or webhooks.
• DPAOur Data Processing Agreement, which forms part of this Agreement.
• Sensitive Personal InformationGovernment ID numbers, financial account or card numbers, passwords, health information, biometric data, precise geolocation, and other special categories of data under applicable law.

2. VideoSupport Services

2.1 Services Overview

VideoSupport provides online customer service software for requesting, capturing, transcribing, triaging, and responding to customer support recordings, including AI features, integrations, an API, and an MCP server.

2.2 Provision and Access

Services are subscription-based and may be used only as permitted by this Agreement, the Documentation, and the usage limits of your plan, including video and AI review allowances.

2.3 Apps, Code, APIs, Trials, and Betas

VideoSupport may provide apps, code, APIs, an MCP server, trial subscriptions, and beta or early-access features under limited licenses and additional restrictions. Beta and early-access features are provided as-is for evaluation and may be changed or discontinued at any time.

2.4 General Restrictions

You must not rent, resell, reverse engineer, copy, modify, or misuse the Services, or use them in ways that violate applicable policies or law. You must not use the Services to record people secretly, to conduct surveillance, or to collect Recordings from children.

2.5 Professional Services

Tech Specialist, Onboarding, and Help Desk services are provided only under a scope, timeline, and fee agreed in writing before work begins. When providing them, VideoSupport may access Customer Data only as needed for the agreed work and under the DPA.

3. Customer Data and Customer Obligations

3.1 Ownership and License

Customer retains all rights in Customer Data. Customer grants VideoSupport a limited license to host, process, transmit, and display Customer Data only to provide, secure, and support the Services, as described in the DPA and our Privacy Policy.

3.2 Data Processing

For personal data in Customer Data, Customer is the controller and VideoSupport is the processor (or service provider under the CCPA). The DPA governs that processing and prevails over this Agreement on data protection matters. VideoSupport will not sell Customer Data or use it for any purpose other than providing the Services.

3.3 Recording Notice and Consent

Customer is responsible for the legality, accuracy, and rights clearance of submitted data, and for having a lawful basis for every Recording it requests. In particular, Customer must:

• Tell End Users, before they record, what will be captured and who will see it. Our recording page shows a standard notice and a visible recording indicator, which Customer must not hide or remove.
• Obtain any consent required by law, including the consent of everyone whose voice or image is captured where recording or wiretap laws require all-party consent.
• Maintain its own privacy notice that discloses its use of VideoSupport, including AI processing and any Connected Agents.
• Comply with workplace monitoring laws when requesting Recordings from employees or contractors.
• Comply with anti-spam laws when sending recording requests.

3.4 Sensitive Information

Customer must not ask End Users to show Sensitive Personal Information in Recordings unless necessary for support. VideoSupport masks common sensitive fields in console and network data, but cannot guarantee that all sensitive content in video, audio, or screen recordings is removed. Customer must not upload Knowledge Sources containing Sensitive Personal Information.

3.5 Retention and Deletion

Customer can delete Recordings in the Dashboard at any time. Default retention periods are described in our Privacy Policy. For 30 days after this Agreement ends, Customer may export Customer Data; after that, VideoSupport deletes it within 30 days, except copies the law requires us to keep.

3.6 Public Links and API Keys

Customer is responsible for who it shares public recording links with, and for keeping API keys and MCP credentials secret. Customer is responsible for all activity under its keys and credentials.

4. AI Features and Connected Agents

4.1 How AI Is Used

AI features transcribe Recordings, detect devices and likely issues, guide End Users while they record, and draft answers from Knowledge Sources. VideoSupport uses third-party AI providers, including Anthropic (Claude) and Deepgram, listed in our Privacy Policy.

4.2 No Training on Customer Data

VideoSupport does not use Customer Data or AI Output to train AI models, and does not permit its AI providers to do so.

4.3 Review of AI Output

AI Output may be inaccurate or incomplete. It surfaces likely issues, not a definitive diagnosis. Customer is responsible for reviewing AI Output, and for any AI-drafted answer it chooses to send automatically, and for making sure a human can take over when needed.

4.4 Connected Agents

When Customer connects its own agent through the MCP server, API, or webhooks, Customer instructs VideoSupport to send Recordings, transcripts, and triage summaries to that agent. Customer is responsible for the Connected Agent, the tools it calls, the actions it takes, and the messages it sends to End Users. VideoSupport is not responsible for Connected Agents or the systems they use.

4.5 Turning AI Off

Customer may disable AI features for its workspace in the Dashboard.

5. Security

VideoSupport uses reasonable technical and organizational safeguards to protect the Services and Customer Data, as described in the DPA, including encryption in transit and at rest, and access controls. VideoSupport will notify Customer without undue delay, and within 72 hours where feasible, after becoming aware of a security breach affecting Customer Data. No internet system is free of risk.

6. Third-Party Platforms and Messaging Apps

The Services integrate with third-party platforms such as HubSpot, Intercom, Zendesk, Crisp, Monday.com, and Google. By connecting one, Customer authorizes VideoSupport to exchange Customer Data with it as needed to provide the Services. Customer is responsible for complying with third-party terms. VideoSupport is not liable for third-party service availability, performance, or data handling.

7. Ownership

The Services are licensed, not sold. VideoSupport and its suppliers retain all ownership rights in the Services and related technology. VideoSupport may use Feedback without restriction, but Feedback does not include Customer Data.

8. Subscription Term, Fees & Payment

Subscription terms, renewals, fees, taxes, and payment timing are governed by your plan or Order Form. Subscriptions renew automatically unless cancelled before renewal. Overdue accounts may be suspended after notice, and recurring payment methods may be charged automatically as authorized. Lifetime and discounted plans, including those purchased through AppSumo, are subject to the terms of that offer and may have different allowances.

9. Term and Termination

This Agreement remains in effect through the current subscription term unless terminated earlier. Either party may terminate for a material breach not cured within 30 days of written notice. VideoSupport may suspend access immediately if Customer's use breaks the law or Section 3.3. Upon termination, access ends and Customer Data is handled as described in Section 3.5. Sections 3.5, 7, 12, 13, 14, and 16 survive termination.

10. Limited Warranty

VideoSupport warrants that the Services will materially conform to the Documentation. Except as expressly stated, the Services and AI Output are provided as-is, without other warranties, to the extent permitted by law.

11. Availability and Support

Service availability is governed by VideoSupport's Service Level Agreement. Support is provided during active subscription terms in line with the applicable support policy.

12. Limitation of Liability

To the fullest extent permitted by law, neither party is liable for indirect, incidental, special, or consequential damages, or lost profits. Each party's total liability is capped at the fees paid or payable in the 12 months before the claim. These limits do not apply to Customer's breach of Section 3.3, either party's indemnification obligations, or fraud or willful misconduct.

13. Indemnification

VideoSupport will defend Customer against third-party claims that the Services infringe that party's intellectual property rights. Customer will defend VideoSupport against third-party claims arising from Customer Data, Customer's Connected Agents, or Customer's failure to give notices or obtain consents required by Section 3.3. Each obligation is subject to prompt notice, reasonable cooperation, and control of the defense by the indemnifying party.

14. Confidential Information

Each party must protect confidential information received from the other and use it only to perform under this Agreement, subject to standard exceptions. Customer Data is Customer's confidential information.

15. Publicity

VideoSupport may identify Customer as a customer, subject to any written brand guidelines Customer provides. Customer may opt out by emailing hello@videosupport.io.

16. General Terms

This Agreement is governed by the laws of Utah, excluding its conflict-of-law rules, and disputes will be resolved in the courts of Utah. This Agreement, the DPA, and any Order Forms are the entire agreement on their subject. Neither party may assign this Agreement without consent, except to a successor in a merger or sale of assets. This section also covers severability, notices, amendments, force majeure, subcontractors, subpoenas, independent contractor status, export controls, government end-user terms, and counterparts.

Contact

For questions about these Terms, contact us at hello@videosupport.io. For privacy questions, email hello@videosupport.io.

VideoSupport LLC