Bedrock IS Lifecycle

Support Systems End User License Agreement

1. Acceptance of Terms

1.1 Agreement to Terms

By accessing or using any Bedrock IS Support Systems (the “Support Systems”), you agree to be bound by this End User License Agreement (“EULA” or “Agreement”). If you do not agree to these terms, do not access or use the Support Systems.

1.2 Scope of Agreement

This EULA governs your use of Bedrock IS Support Systems, including but not limited to: the Case Management Portal, Customer Portals, support agent interfaces (both human and AI-assisted), communications systems, systems of record, emergency escalation systems, and any related software, applications, services, tools, and documentation (collectively, the “Support Systems”).

1.3 Updates to Terms

Bedrock IS reserves the right to modify this EULA at any time. We will provide notice of material changes by posting the updated EULA on our legal portal and updating the “Last Modified” date. Your continued use of the Support Systems after such changes constitutes acceptance of the modified terms.

1.4 Additional Terms

Certain features or services within the Support Systems may be subject to additional terms and conditions, which will be presented to you at the time of use. Such additional terms are incorporated into this EULA by reference.

2. Description of Services

2.1 Case Management Portal

The Case Management Portal provides tools for tracking, managing, and resolving support cases, incidents, and service requests. This includes case creation, assignment, escalation, collaboration, and resolution workflows.

2.2 Customer Portals

Customer Portals provide authenticated access for end users to submit support requests, view case status, access knowledge base articles, communicate with support personnel, and manage their support-related information.

2.3 Support Agent Systems

Support agent systems include tools and interfaces used by human support personnel and AI-assisted agents to provide customer assistance, including ticketing systems, knowledge management, diagnostic tools, and communication platforms.

2.4 Communications Systems

Communications systems facilitate interactions between customers, support agents, and automated systems through various channels including email, chat, voice, video, and other messaging technologies.

2.5 Systems of Record

Systems of record maintain authoritative data related to support activities, customer information, case histories, service level agreements, and operational metrics.

2.6 Emergency Escalation Systems

Emergency escalation systems provide prioritized routing and notification for critical incidents requiring immediate attention, including automated alerting, on-call management, and incident response coordination.

2.7 Service Availability

Bedrock IS will make commercially reasonable efforts to ensure the Support Systems are available and operational. However, the Support Systems may be subject to periodic maintenance, updates, or interruptions. Bedrock IS does not guarantee uninterrupted or error-free operation.

3. User Accounts and Registration

3.1 Account Creation

To access certain features of the Support Systems, you must register for an account. You agree to provide accurate, current, and complete information during registration and to update such information to maintain its accuracy.

3.2 Account Security

You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You must immediately notify Bedrock IS of any unauthorized use of your account or any other breach of security.

3.3 Account Types

Different account types may have different access privileges and capabilities. Your access level will be determined by your organizational role and the services for which you are authorized.

3.4 Account Termination

Bedrock IS reserves the right to suspend or terminate your account if you violate this EULA or engage in conduct that Bedrock IS reasonably believes is harmful to other users, Bedrock IS, or third parties.

4. License Grant and Restrictions

4.1 Limited License

Subject to your compliance with this EULA, Bedrock IS grants you a limited, non-exclusive, non-transferable, revocable license to access and use the Support Systems solely for your authorized business purposes in connection with receiving or providing support services.

4.2 License Restrictions

You may not, and may not permit others to:

4.3 Reservation of Rights

Bedrock IS and its licensors retain all right, title, and interest in and to the Support Systems, including all intellectual property rights. All rights not expressly granted in this EULA are reserved.

5. Acceptable Use Policy

5.1 Prohibited Conduct

You agree not to use the Support Systems to:

5.2 Customer Data Usage

When using the Support Systems to provide or receive support, you agree to:

5.3 Enforcement

Bedrock IS reserves the right to investigate and take appropriate action against anyone who violates this Acceptable Use Policy, including removing or disabling access to content, suspending or terminating accounts, and reporting violations to law enforcement authorities.

6. Intellectual Property Rights

6.1 Bedrock IS Intellectual Property

The Support Systems, including all software, content, trademarks, service marks, logos, and other intellectual property, are owned by or licensed to Bedrock IS and are protected by copyright, trademark, patent, and other intellectual property laws.

6.2 User Content

You retain ownership of any content you submit, post, or transmit through the Support Systems (“User Content”). By submitting User Content, you grant Bedrock IS a worldwide, non-exclusive, royalty-free license to use, copy, store, transmit, and display such User Content solely for the purpose of operating and improving the Support Systems and providing support services.

6.3 Feedback

If you provide Bedrock IS with any feedback, suggestions, or ideas regarding the Support Systems (“Feedback”), you grant Bedrock IS an unrestricted, perpetual, irrevocable, non-exclusive, royalty-free right to use, modify, and incorporate such Feedback without compensation or attribution.

6.4 Third-Party Content

The Support Systems may include content provided by third parties. Bedrock IS is not responsible for examining or evaluating such third-party content and does not warrant or assume responsibility for any third-party content.

7. Representations and Warranties

7.1 Your Representations

You represent and warrant that:

7.2 Authority and No Conflict

Each Party represents and warrants that it is duly organized and validly existing, and has full power and authority to enter into and perform this Agreement. The person signing on its behalf is authorized to bind the Party. Each Party further represents that entering into and performing this Agreement will not conflict with or result in any breach of any other agreement or obligation by which it is bound.

7.3 Compliance with Laws

You represent and warrant that your use of the Support Systems complies with all applicable federal, state, local, and international laws, rules, and regulations, including those relating to data privacy, international communications, and the transmission of technical or personal data.

8. Independent Contractor Status

8.1 Relationship of Parties

The Parties are independent contractors to one another. Nothing in this Agreement shall be construed to create a partnership, joint venture, agency, franchise, or employment relationship between Bedrock IS and you (or between Bedrock IS and any entity you represent). Bedrock IS’s personnel are not your employees, and Bedrock IS is solely responsible for paying their compensation, benefits, and any applicable taxes or withholdings. Similarly, your employees or representatives are not Bedrock IS’s employees. Neither Party has any authority to bind or act on behalf of the other Party, and neither Party will represent otherwise. Each Party retains sole control over the manner and means by which it conducts its business and performs its obligations under this Agreement.

8.2 No Agency

You acknowledge and agree that you are not authorized to make any representation, contract, or commitment on behalf of Bedrock IS, and you will not represent yourself as an agent, employee, or representative of Bedrock IS.

9. Disclaimers of Warranties

9.1 “AS IS” Basis

EXCEPT AS EXPRESSLY PROVIDED IN THIS AGREEMENT, THE SUPPORT SYSTEMS ARE PROVIDED “AS IS” AND “AS AVAILABLE” WITHOUT ANY WARRANTY OF ANY KIND. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, BEDROCK IS DISCLAIMS ALL WARRANTIES, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT.

9.2 No Guarantee of Results

BEDROCK IS DOES NOT WARRANT THAT THE SUPPORT SYSTEMS WILL BE UNINTERRUPTED, ERROR-FREE, SECURE, OR FREE FROM VIRUSES OR OTHER HARMFUL COMPONENTS. BEDROCK IS DOES NOT GUARANTEE THAT THE SUPPORT SYSTEMS WILL MEET YOUR REQUIREMENTS OR EXPECTATIONS OR THAT ANY ERRORS WILL BE CORRECTED.

9.3 Third-Party Services

THE SUPPORT SYSTEMS MAY INTEGRATE WITH OR RELY UPON THIRD-PARTY SERVICES, PLATFORMS, OR CONTENT. BEDROCK IS MAKES NO WARRANTIES REGARDING SUCH THIRD-PARTY SERVICES AND DISCLAIMS ALL LIABILITY FOR ANY ISSUES ARISING FROM THEIR USE.

9.4 Use at Your Own Risk

YOU ACKNOWLEDGE THAT YOUR USE OF THE SUPPORT SYSTEMS IS AT YOUR SOLE RISK. YOU ARE SOLELY RESPONSIBLE FOR ANY DAMAGE TO YOUR SYSTEMS, LOSS OF DATA, OR OTHER HARM RESULTING FROM YOUR USE OF THE SUPPORT SYSTEMS.

10. Limitation of Liability

10.1 Exclusion of Consequential Damages

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL BEDROCK IS, ITS AFFILIATES, OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, OR LICENSORS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING WITHOUT LIMITATION DAMAGES FOR LOST PROFITS, LOST REVENUE, LOST SAVINGS, LOST DATA, BUSINESS INTERRUPTION, OR COST OF SUBSTITUTE SERVICES, ARISING OUT OF OR RELATED TO THIS EULA OR YOUR USE OF OR INABILITY TO USE THE SUPPORT SYSTEMS, EVEN IF BEDROCK IS HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

10.2 Cap on Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, BEDROCK IS’S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATED TO THIS EULA OR YOUR USE OF THE SUPPORT SYSTEMS SHALL NOT EXCEED THE GREATER OF (A) THE AMOUNT YOU PAID TO BEDROCK IS FOR USE OF THE SUPPORT SYSTEMS IN THE TWELVE (12) MONTHS PRECEDING THE EVENT GIVING RISE TO LIABILITY, OR (B) ONE HUNDRED DOLLARS ($100).

10.3 Essential Purpose

YOU ACKNOWLEDGE THAT THE DISCLAIMERS AND LIMITATIONS OF LIABILITY IN THIS EULA REFLECT A REASONABLE ALLOCATION OF RISK AND ARE FUNDAMENTAL ELEMENTS OF THE BASIS OF THE BARGAIN BETWEEN BEDROCK IS AND YOU. BEDROCK IS WOULD NOT BE ABLE TO PROVIDE THE SUPPORT SYSTEMS ON AN ECONOMICALLY REASONABLE BASIS WITHOUT THESE LIMITATIONS.

10.4 Exceptions

NOTHING IN THIS EULA SHALL LIMIT OR EXCLUDE LIABILITY FOR (A) DEATH OR PERSONAL INJURY CAUSED BY NEGLIGENCE, (B) FRAUD OR FRAUDULENT MISREPRESENTATION, (C) GROSS NEGLIGENCE OR WILLFUL MISCONDUCT, OR (D) ANY OTHER LIABILITY THAT CANNOT BE LIMITED OR EXCLUDED BY APPLICABLE LAW.

11. Indemnification

11.1 Your Indemnification Obligations

You agree to indemnify, defend, and hold harmless Bedrock IS, its affiliates, officers, directors, employees, agents, licensors, and service providers from and against any and all claims, liabilities, damages, losses, costs, expenses, or fees (including reasonable attorneys’ fees) arising from:

11.2 Defense and Settlement

Bedrock IS will notify you of any claim subject to indemnification and will cooperate with you in the defense of such claim. You will have the right to control the defense and settlement of any such claim, provided that you may not settle any claim without Bedrock IS’s prior written consent if such settlement would impose any obligation or liability on Bedrock IS.

12. Confidentiality

12.1 Confidential Information

During your use of the Support Systems, you may have access to confidential and proprietary information of Bedrock IS, its customers, or other users (“Confidential Information”). You agree to maintain the confidentiality of such information and not to disclose it to third parties without authorization.

12.2 Use Restrictions

You will use Confidential Information solely for the purpose of using the Support Systems in accordance with this EULA. You will take reasonable measures to protect Confidential Information from unauthorized disclosure or use.

12.3 Exceptions

Confidential Information does not include information that: (a) is or becomes publicly available through no breach of this EULA, (b) was rightfully in your possession before receipt from Bedrock IS, (c) is rightfully obtained from a third party without breach of confidentiality obligations, or (d) is independently developed by you without use of or reference to Confidential Information.

12.4 Required Disclosure

If you are required by law or court order to disclose Confidential Information, you will promptly notify Bedrock IS and cooperate in seeking a protective order or other appropriate remedy.

13. Privacy and Data Protection

13.1 Privacy Policy

Your use of the Support Systems is also governed by Bedrock IS’s Privacy Policy, which is incorporated into this EULA by reference. Please review the Privacy Policy to understand how we collect, use, and protect your information.

13.2 Data Processing

By using the Support Systems, you consent to the collection, processing, and storage of your data as described in the Privacy Policy and as necessary to provide the Support Systems.

13.3 Security Measures

Bedrock IS implements reasonable administrative, technical, and physical security measures to protect your data. However, no security system is impenetrable, and Bedrock IS cannot guarantee the absolute security of your data.

13.4 Your Data Responsibilities

You are responsible for maintaining the security of your account credentials and for ensuring that any data you submit through the Support Systems complies with applicable data protection laws and regulations.

14. Term and Termination

14.1 Term

This EULA becomes effective when you first access or use the Support Systems and continues until terminated as provided herein.

14.2 Termination by You

You may terminate this EULA at any time by discontinuing use of the Support Systems and deleting your account (if applicable).

14.3 Termination by Bedrock IS

Bedrock IS may suspend or terminate your access to the Support Systems at any time, with or without cause, with or without notice. Without limiting the foregoing, Bedrock IS may terminate your access if you violate this EULA or if your use of the Support Systems poses a security risk or violates applicable laws.

14.4 Effect of Termination

Upon termination:

14.5 No Refunds

Termination of this EULA does not entitle you to any refund of fees paid, if applicable.

15. Assignment and Transfer

15.1 Assignment by User

You may not assign or transfer this EULA or any of your rights or obligations hereunder, in whole or in part, without the prior written consent of Bedrock IS. Any attempted assignment in violation of the foregoing shall be void.

15.2 Assignment by Bedrock IS

Bedrock IS may assign this EULA (in whole or part) to an affiliate or successor in the event of a merger, acquisition, or sale of substantially all its assets, and your consent shall not be unreasonably withheld. Bedrock IS may also assign or delegate certain rights or responsibilities under this EULA to third-party service providers.

15.3 Binding Effect

This Agreement shall be binding upon and inure to the benefit of the Parties’ respective permitted successors and assigns.

16. Dispute Resolution

16.1 Informal Resolution

Before initiating formal dispute resolution proceedings, the parties agree to attempt to resolve any dispute, claim, or controversy arising out of or relating to this EULA through good-faith negotiations.

16.2 Arbitration

If the parties cannot resolve a dispute through informal negotiations within thirty (30) days, the dispute shall be resolved by binding arbitration in accordance with the rules of the American Arbitration Association. The arbitration shall be conducted in [Jurisdiction], and judgment on the arbitration award may be entered in any court having jurisdiction.

16.3 Class Action Waiver

You agree that any dispute resolution proceedings will be conducted only on an individual basis and not in a class, consolidated, or representative action. You waive any right to participate in a class action lawsuit or class-wide arbitration.

16.4 Exceptions

Nothing in this section prevents either party from seeking injunctive or equitable relief in court to protect intellectual property rights or confidential information.

17. Governing Law and Jurisdiction

17.1 Governing Law

This EULA shall be governed by and construed in accordance with the laws of [State/Province], without regard to its conflict of law principles.

17.2 Jurisdiction

Subject to the arbitration provisions in Section 16, the parties consent to the exclusive jurisdiction of the courts located in [Jurisdiction] for any legal proceedings related to this EULA.

17.3 Compliance with Laws

You are responsible for compliance with all applicable local, state, national, and international laws and regulations in connection with your use of the Support Systems.

18. Miscellaneous Provisions

18.1 Entire Agreement

This EULA, together with any additional terms, policies, and guidelines incorporated by reference, constitutes the entire agreement between you and Bedrock IS regarding the Support Systems and supersedes all prior or contemporaneous agreements, representations, warranties, and understandings.

18.2 Severability

If any provision of this EULA is found to be invalid, illegal, or unenforceable, the remaining provisions will continue in full force and effect. The invalid provision will be modified to the minimum extent necessary to make it valid and enforceable.

18.3 Waiver

No waiver of any provision of this EULA shall be deemed or shall constitute a waiver of any other provision, nor shall any waiver constitute a continuing waiver. No waiver shall be binding unless executed in writing by the party making the waiver.

18.4 Force Majeure

Neither party shall be liable for any failure or delay in performance under this EULA due to causes beyond its reasonable control, including acts of God, natural disasters, terrorism, riots, war, government actions, labor disputes, or interruptions in telecommunications or internet services.

18.5 Export Compliance

You agree to comply with all applicable export and import laws and regulations. You represent that you are not located in, under the control of, or a national or resident of any country to which the United States has embargoed goods or services, and that you are not on any list of prohibited or restricted parties.

18.6 Government Users

If you are a U.S. government entity or using the Support Systems on behalf of a U.S. government entity, the Support Systems are “Commercial Items” as defined in FAR 2.101 and are provided with only those rights as are granted to all other end users under this EULA.

18.7 Notices

Any notices required or permitted under this EULA shall be in writing and delivered by email to the address associated with your account or to Bedrock IS at [legal contact email]. Notices to you may also be provided through the Support Systems interface.

18.8 Relationship to Other Agreements

If you have entered into a separate written agreement with Bedrock IS that governs your use of the Support Systems, the terms of that agreement shall prevail to the extent of any conflict with this EULA.

18.9 Third-Party Beneficiaries

This EULA is intended solely for the benefit of Bedrock IS and you. No third party shall have the right to enforce any provision of this EULA.

18.10 Headings

The section headings in this EULA are for convenience only and have no legal or contractual effect.

18.11 Language

This EULA is prepared in English, and the English version shall control in the event of any conflict with any translated version.

19. Contact Information

If you have questions about this EULA or the Support Systems, please contact Bedrock IS at:

Bedrock IS Legal Department
Email: [legal contact email]
Address: [physical address]

Last Modified: [Date]
Version: Draft
Publication Status: Draft - Requires Legal Review