Interactive Support Terms
1 - Definitions
When we say "Server Staff", we are referring to the support agents of the Guild using our service. These are typically support staff, assigned the Support Member Role ID parameter, that allows them to place a callout.
When we say "Guild Owner", "Owner", or "Guild Management", we are referring to the Discord Guild Owner of the guild using the Interactive Support Service.
When we say "OptiDesk", we are referring to it's Founder (@liam404), and it's authorised agents, employees, volunteers, and contractors.
When we say "Guild" or "Server", we are referring to the Discord Guild using the Interactive Support Service.
When we say "Interactive Support Service", or shorthanded to "Service", we are referring to the in-app ability to contact OptiDesk support, denoted in the Staff settings menu, and all mechanisms within.
2 - Scope
These Terms apply to both users of the Interactive Support service (those who trigger a callout), as well as the guilds themselves when they register for the Service".
These Terms apply to all use of the Interactive Support service. It is easily visible when you agree to the Terms when you are about to use the Service.
3 - Permitted Use
The OptiDesk Interactive Support service is permitted only for the following uses, but not limited to:
to contact OptiDesk Support for an inquiry, bug report, techincal bug and/or issue regarding the OptiDesk application
No other use is permitted, authorised or endorsed by OptiDesk.
Outside of Permitted Use, OptiDesk is permitted to take action in accordance with Section X - Enforcement.
4 - Zero Tolerance Conduct
Where these actions occur, OptiDesk has the right to indefinitely prohibit usage of the Service, including but not limited to:
discrimination against a protected group in Australia
violence, harassment and abusive behaviour in any form towards any agent of OptiDesk
tampering with the Interactive Support system, including but not limited to, deleting the message update modal
Zero Tolerance Conduct prohibitions are appealable by contacting Enforcement at enforcement [at] optidesk [dot] dev with a description of what happened, your Discord ID, and any further information.
5 - Confidentiality & Permissions
By accepting these terms, you give permission to OptiDesk and it's agents to:
access all tickets within your guild at request (through the callout system), including their contents
(this sounds invasive, but is required so your Server Staff can request callouts at any point)
obtain the Supervisor permission in any ticket they are currently operating in, limited to the length of the callout once accepted
operate the Interactive Support service in your guild, including its dependencies, including the ability to create invites (for agents to join your server) and to add the support agent answering to your ticket at the will of when they answer the request
Confidentiality is critical to OptiDesk. OptiDesk and it's agents will not disclose any information about your request, but the following apply as a result of operating the service:
the reason you provide in the callout will be visible to our ISC (Interactive Support Certified) support agents (to be able to perform their duties in assisting you), and our Enforcement staff (for staff oversight)
the Director/Founder (@liam404 on Discord) of any ticket transcripts where a call to OptiDesk support was made and answered, for training and oversight (deleted immediately after review)
where required, quotes or excerpts of ticket transcripts where misconduct occured inside the ticket by OptiDesk and/or it's agents, where a best-effort attempt to redact/remove/hide unrelated information will be made
In the following cases, OptiDesk and/or its agents may be compelled to break confidentiality:
where Australian Law requires us to provide information (a subpoena) to a party
where a violation of our policies has taken place, HOWEVER:
a) this does not apply to any ticket content - rather a brief reason as to why the policy was violated. At maximum, a quote explicitly showing the behaviour redacting everything not pertinent to the violation is permitted.
b) this must be done in good faith, and bad faith invokations will result in removal
where we believe a genuine risk to the safety and wellbeing of a person is ongoing or imminently about to occur, AND it is an immediate risk to life, AND authorities have not been notified otherwise, AND it is in good faith, where support agents may take actions that would reasonably prevent the risk to life, including confidentiality breach with local authorities
Where permitted by the law, we will notify you as soon as practicable when confidentiality is broken, however this may not be possible.
1 - Definitions
When we say "Server Staff", we are referring to the support agents of the Guild using our service. These are typically support staff, assigned the Support Member Role ID parameter, that allows them to place a callout.
When we say "Guild Owner", "Owner", or "Guild Management", we are referring to the Discord Guild Owner of the guild using the Interactive Support Service.
When we say "OptiDesk", we are referring to it's Founder (@liam404), and it's authorised agents, employees, volunteers, and contractors.
When we say "Guild" or "Server", we are referring to the Discord Guild using the Interactive Support Service.
When we say "Interactive Support Service", or shorthanded to "Service", we are referring to the in-app ability to contact OptiDesk support, denoted in the Staff settings menu, and all mechanisms within.
2 - Scope
These Terms apply to both users of the Interactive Support service (those who trigger a callout), as well as the guilds themselves when they register for the Service.
These Terms apply to all use of the Interactive Support service. It is easily visible when you agree to the Terms when you are about to use the Service.
3 - Permitted Use
The OptiDesk Interactive Support service is permitted only for the following uses, but not limited to:
to contact OptiDesk Support for an inquiry, bug report, technical bug and/or issue regarding the OptiDesk application
No other use is permitted, authorised or endorsed by OptiDesk.
Outside of Permitted Use, OptiDesk is permitted to take action in accordance with Section X - Enforcement.
4 - Zero Tolerance Conduct
Where these actions occur, OptiDesk has the right to indefinitely prohibit usage of the Service, including but not limited to:
discrimination against a protected group in Australia
violence, harassment and abusive behaviour in any form towards any agent of OptiDesk
tampering with the Interactive Support system, including but not limited to, deleting the message update modal
Zero Tolerance Conduct prohibitions are appealable by contacting Enforcement at enforcement@optidesk.dev with a description of what happened, your Discord ID, and any further information.
5 - Confidentiality & Permissions
By accepting these terms, you (the Guild) give permission to OptiDesk and it's agents to:
access all tickets within your guild at request (through the callout system), including their contents
(this sounds invasive, but is required so your Server Staff can request callouts at any point)
obtain the Supervisor permission in any ticket they are currently operating in, limited to the length of the callout once accepted
operate the Interactive Support service in your guild, including its dependencies, including the ability to create invites (for agents to join your server) and to add the support agent answering to your ticket at the will of when they answer the request
Confidentiality is critical to OptiDesk. OptiDesk and it's agents will not disclose any information about your request, but the following apply as a result of operating the service:
the reason you provide in the callout will be visible to our ISC (Interactive Support Certified) support agents (to be able to perform their duties in assisting you), and our Enforcement staff (for staff oversight)
the Director/Founder (@liam404 on Discord) may access ticket transcripts where a call to OptiDesk support was made and answered, for training and oversight (deleted immediately after review)
where required, quotes or excerpts of ticket transcripts where misconduct occured inside the ticket by OptiDesk and/or it's agents, where a best-effort attempt to redact/remove/hide unrelated information will be made
In the following cases, OptiDesk and/or its agents may be compelled to break confidentiality:
where Australian Law requires us to provide information (a subpoena) to a party
where a violation of our policies has taken place, HOWEVER:
a) this does not apply to any ticket content - rather a brief reason as to why the policy was violated. At maximum, a quote explicitly showing the behaviour redacting everything not pertinent to the violation is permitted.
b) this must be done in good faith, and bad faith invokations will result in removal
where we believe a genuine risk to the safety and wellbeing of a person is ongoing or imminently about to occur, AND it is an immediate risk to life, AND authorities have not been notified otherwise, AND it is in good faith, where support agents may take actions that would reasonably prevent the risk to life, including confidentiality breach with local authorities
Where permitted by the law, we will notify you as soon as practicable when confidentiality is broken, however this may not be possible.
The Interactive Support Service involves sharing tickets, which may contain customer data. You may need to disclose this in your Privacy/Data Handling policies, and we are not liable to do so.
6 - Enforcement
Any breach of this agreement, as interpreted by OptiDesk, permits OptiDesk and it's agents to, in good faith, undertake the following actions, whilst not inclusive:
temporarily and permanently block the Guild Staff Member from accessing the Interactive Support service
temporarily and permanently block the Guild from accessing the Interactive Support service
see further punishment or action, including legal, as determined by other policies governing OptiDesk
7 - Indemnity
To the maximum extent permitted by law, the Guild Owner agrees to indemnify and hold harmless OptiDesk, its Founder, agents, employees, volunteers, and contractors (each an "Indemnified Party") from and against any claims, demands, actions, proceedings, losses, damages, liabilities, costs, and expenses (including reasonable legal costs) suffered or incurred by an Indemnified Party arising out of or in connection with:
a) the Guild Owner's breach of these Terms;
b) misuse of the Interactive Support Service by the Guild Owner, Server Staff, or members of the Guild;
c) any conduct in breach of Section 4 (Zero Tolerance Conduct) by Server Staff or members of the Guild;
d) any content or communications submitted to OptiDesk or its agents through the Service from within the Guild; or
e) any third-party claim arising from the operation of the Guild or use of the Service.
This indemnity does not apply to the extent that the relevant loss is caused by the negligence, fraud, or wilful misconduct of an Indemnified Party, or to the extent that the indemnity would be unenforceable under applicable law (including non-excludable rights under the Australian Consumer Law).
OptiDesk will (i) notify the Guild Owner of any claim covered by this clause as soon as reasonably practicable, (ii) permit the Guild Owner to participate in the defence and settlement of the claim at the Guild Owner's expense, provided that no settlement that admits fault on the part of an Indemnified Party may be made without OptiDesk's prior written consent, and (iii) provide reasonable cooperation.
This clause survives termination of these Terms.
8 - Disclaimer of Warranties
The Interactive Support Service is provided on an "as is" and "as available" basis. To the maximum extent permitted by law, OptiDesk makes no representations or warranties of any kind, express or implied, including (without limitation) warranties of merchantability, fitness for a particular purpose, non-infringement, accuracy, reliability, or that the Service will be uninterrupted, secure, error-free, or free from viruses or other harmful components.
The Guild Owner acknowledges that the Service is operated by a small team on a non-commercial basis, that response times and availability are provided on a best-efforts basis only, and that no service level commitments are given or implied.
Nothing in this clause excludes, restricts, or modifies any consumer guarantee, right, or remedy under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)) that cannot lawfully be excluded.
9 - Guild Owner Responsibilities and Warranties
The Guild Owner represents, warrants, and agrees that:
a) they are the lawful Discord Guild Owner of the Guild, or are otherwise authorised to register the Guild for the Service and bind it to these Terms;
b) the Guild's operation, content, and conduct of its members complies with Discord's Terms of Service, Community Guidelines, and Developer Policy, and with all applicable laws in the jurisdictions in which the Guild Owner and the Guild's members operate;
c) they are solely responsible for the conduct of Server Staff and members of the Guild, including any use or misuse of the Service originating from within the Guild;
d) they will not use the Service in connection with any guild whose primary purpose is unlawful, infringing, or in breach of Discord's policies;
e) any personal information of Guild members provided to OptiDesk through the operation of the Service has been collected and disclosed by the Guild Owner in compliance with applicable privacy laws, and the Guild Owner has authority to permit OptiDesk to process that information for the purposes set out in these Terms;
f) they will promptly notify OptiDesk of any actual or suspected unauthorised access to or misuse of the Service within the Guild.
Breach of any warranty in this clause is a material breach of these Terms and entitles OptiDesk to suspend or terminate access to the Service immediately, in addition to any other rights and remedies.