Lemric Service Terms

Effective date: 4 August 2026

1. Scope

These Terms govern the use of Lemric, an online service desk provided as software as a service. The provider is the Lemric entity identified in the order, subscription confirmation or invoice (“Lemric”). The customer is the person or entity that creates an organisation or enters into an agreement for the service (“Customer”).

Creating an organisation, placing an order or starting a paid subscription confirms acceptance by a person authorised to act for the Customer.

2. Accounts and organisations

A user account is a global account hosted on lemric.io. An organisation is a separate workspace with its own subdomain, configuration, members and subscription. One account may belong to several organisations.

The Customer is responsible for assigning roles correctly, keeping account information current, protecting credentials and supervising invited users. Accounts must not be shared. Suspected account compromise must be reported to Lemric without undue delay.

3. Subscription and billing

Each organisation is billed separately under its plan and number of billable agents. Portal customers who only create and read their own requests are not billable agents. Prices, billing cycle, taxes and payment terms are set out in the price list and order.

Changing the number of agents may change the next charge. Non-payment may result in restricted functionality or suspension after prior notice, subject to mandatory law.

4. Acceptable use

The Customer may use the service to operate support requests, knowledge bases and service workflows. Prohibited use includes violating law or third-party rights, bypassing security controls, unapproved load testing, distributing malicious code, bulk spam, reselling access without consent, and use that threatens other customers.

Lemric may limit traffic or access when necessary to stop an attack or protect data and service stability. Such action should be proportionate and as short as reasonably possible.

5. Customer data and content

The Customer retains its rights in content and data submitted to the service. The Customer permits Lemric to process them only as necessary to provide, secure, maintain and improve the subscribed functionality.

The Customer is responsible for the lawful collection of data and for content published in its help centre. Processing of personal data on the Customer’s behalf is governed by the Data Processing Agreement (DPA).

6. Security and continuity

Lemric applies technical and organisational measures appropriate to risk, including organisation isolation, access control, logging of material operations, backups and encryption in transit. The Customer should enable MFA, review memberships regularly and revoke unnecessary access promptly.

Planned maintenance may temporarily affect availability. Lemric gives advance notice of material maintenance when reasonably possible. Service levels apply only when included in the selected plan or order.

7. Third-party integrations

The Customer may connect the service to third-party systems, including Jira. An integration also depends on the external provider. The Customer is responsible for granted permissions, project configuration and ensuring that transferred data complies with law and its security policies.

8. Confidentiality and intellectual property

Each party protects the other party’s confidential information and uses it only to perform the agreement. Lemric, the service, documentation, marks and software remain the property of their respective owners. These Terms do not transfer intellectual-property rights.

9. Term and termination

A subscription runs for the period stated in the order and renews according to the selected plan unless cancelled before the next term. After termination, the Customer may export data during the period stated in the plan or order. Data is then deleted or anonymised under the retention policy, except where retention is required by law.

A serious breach of security, law or these Terms may result in immediate restriction. Where a breach can be remedied, Lemric will generally provide a reasonable cure period.

10. Liability

Each party is liable as required by mandatory law. For business Customers and to the extent permitted by law, Lemric’s aggregate liability relating to the service is limited to fees paid for the affected organisation during the 12 months before the event. This does not limit liability for wilful misconduct or liability that cannot lawfully be excluded.

11. Changes

Lemric may update these Terms for material reasons such as changes in law, security, technology or service scope. Lemric will give advance notice of changes that materially affect Customer rights. The effective date and version history are published with the document.

12. Contact

Questions about these Terms may be sent to legal@lemric.io. The provider’s legal identity and address applicable to an agreement are included in the order and billing documents.