Terms Of Service

The Live Support Effective Date: 20 Dec 2025 Last Updated: 20 Dec 2025

1. Agreement to Terms

Welcome to The Live Support. These Terms of Service (“Terms”) govern your use of The Live Support mobile application (“App”) and website at thelivesupport.com (“Website”), operated by The Software Support LLC (“we,” “our,” or “us”).

By accessing or using our services, you agree to be bound by these Terms. If you do not agree to these Terms, do not use our services.

2. Description of Service

The Live Support is a customer support platform that helps users get technical assistance for WiFi cameras, routers, and extenders. Our services include:

  • Creating and managing support tickets
  • Communicating with support agents
  • Managing device information
  • Accessing knowledge base articles
  • Scheduling callback and chat requests (Pro subscribers)

3. Eligibility

To use The Live Support, you must:

  • Be at least 13 years of age
  • Be at least 18 years of age to purchase a subscription
  • Have the legal capacity to enter into a binding agreement
  • Not be prohibited from using our services under applicable law

By using our services, you represent and warrant that you meet these requirements.

4. Account Registration

4.1 Account Creation

You may create an account using:

  • Sign in with Apple
  • Email (passwordless login via one-time code)
  • Guest mode (limited functionality)

You agree to provide accurate and complete information when creating your account.

4.2 Account Security

You are responsible for maintaining the security of your account and any activity that occurs under your account. You agree to:

  • Keep your login credentials secure
  • Notify us immediately of any unauthorized access
  • Not share your account with others

4.3 Guest Accounts

Guest accounts are temporary. If you do not link your guest account to an Apple ID or email address, you may lose access to your data if you uninstall the App or switch devices.

5. Subscription Plans and Billing

5.1 Free Plan

The free plan includes:

  • 1 open ticket at a time
  • 3 ticket creations per week
  • 1 saved device
  • 2 attachments per ticket (2MB each)
  • Standard response queue (48-72 hour SLA)
  • Full access to knowledge base

5.2 Pro Plan

The Pro subscription includes:

  • Unlimited open tickets
  • Unlimited ticket creations
  • 10 saved devices
  • 10 attachments per ticket (10MB each)
  • Priority response queue (12-24 hour SLA)
  • Ability to reopen closed tickets
  • Callback and chat scheduling requests
  • Full access to knowledge base

5.3 Billing

  • Subscriptions are billed through the Apple App Store
  • Payment is charged to your Apple ID account at confirmation of purchase
  • Subscriptions automatically renew unless canceled at least 24 hours before the end of the current period
  • Your account will be charged for renewal within 24 hours prior to the end of the current period
  • You can manage and cancel your subscription in your Apple ID account settings

5.4 Price Changes

We reserve the right to change subscription prices. Price changes will take effect at the start of the next subscription period following notice to you.

5.5 Refunds

All purchases are processed through the Apple App Store. Refund requests must be submitted to Apple in accordance with their refund policies. We do not have the ability to issue refunds directly.

6. User Conduct

You agree NOT to:

  • Use our services for any illegal purpose
  • Submit false, misleading, or fraudulent information
  • Impersonate any person or entity
  • Harass, abuse, or threaten our support agents or other users
  • Upload malicious files, viruses, or harmful code
  • Attempt to gain unauthorized access to our systems
  • Interfere with or disrupt our services
  • Use automated systems or bots to access our services
  • Violate any applicable laws or regulations
  • Upload content that infringes intellectual property rights
  • Use profane, vulgar, or offensive language in support communications

We reserve the right to suspend or terminate accounts that violate these rules.

7. Support Services

7.1 Response Times

Response times are targets, not guarantees. Actual response times may vary based on:

  • Support volume
  • Complexity of your issue
  • Time of submission
  • Your subscription plan

7.2 Scope of Support

Our support covers technical assistance for WiFi cameras, routers, and extenders, including:

  • Setup and configuration
  • Connectivity issues
  • Firmware updates
  • Basic troubleshooting

Our support does NOT include:

  • Physical repairs or hardware replacement
  • On-site service
  • Support for products not related to cameras, routers, or extenders
  • Network infrastructure design
  • Third-party software or service issues

7.3 Callback and Chat Requests

Callback and chat scheduling (available to Pro subscribers) allows you to request a scheduled support session. This is a request only — fulfillment depends on agent availability. We will make reasonable efforts to accommodate your request.

8. User Content

8.1 Your Content

You retain ownership of any content you submit through our services, including ticket descriptions, messages, and attachments (“User Content”).

By submitting User Content, you grant us a non-exclusive, worldwide, royalty-free license to use, store, display, and process your content solely for the purpose of providing our services.

8.2 Content Restrictions

You agree not to submit content that:

  • Is illegal, harmful, or offensive
  • Infringes on intellectual property rights
  • Contains personal information of others without consent
  • Contains malware or harmful code
  • Violates any applicable laws

8.3 Content Removal

We reserve the right to remove any User Content that violates these Terms or that we deem inappropriate, without prior notice.

9. Intellectual Property

9.1 Our Property

The Live Support, including its design, features, content, and trademarks, is owned by [YOUR COMPANY NAME] and protected by intellectual property laws. You may not:

  • Copy, modify, or distribute our App or content
  • Reverse engineer or decompile our software
  • Use our trademarks without permission
  • Create derivative works based on our services

9.2 Feedback

If you provide feedback, suggestions, or ideas about our services, you grant us the right to use that feedback without compensation or attribution to you.

10. Third-Party Services

Our services integrate with third-party services including:

  • Apple (authentication, payments)
  • Supabase (authentication)
  • RevenueCat (subscription management)
  • Firebase (notifications)

Your use of these services is subject to their respective terms and privacy policies. We are not responsible for the practices of third-party services.

11. Disclaimers

11.1 “As Is” Basis

THE LIVE SUPPORT IS PROVIDED “AS IS” AND “AS AVAILABLE” WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO:

  • MERCHANTABILITY
  • FITNESS FOR A PARTICULAR PURPOSE
  • NON-INFRINGEMENT
  • ACCURACY OR RELIABILITY
  • UNINTERRUPTED OR ERROR-FREE SERVICE

11.2 No Guarantee

We do not guarantee that:

  • Our services will meet your specific requirements
  • Our services will be uninterrupted, timely, or error-free
  • Results from using our services will be accurate or reliable
  • Any errors will be corrected

11.3 Technical Advice

Technical advice provided through our support services is offered in good faith based on the information you provide. We are not responsible for any damage to your devices or network resulting from following support advice. Always back up your data and settings before making changes.

12. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW:

12.1 No Consequential Damages

WE SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO:

  • Loss of profits or revenue
  • Loss of data
  • Loss of use
  • Business interruption
  • Cost of substitute services

12.2 Maximum Liability

OUR TOTAL LIABILITY FOR ANY CLAIMS ARISING FROM OR RELATED TO THESE TERMS OR OUR SERVICES SHALL NOT EXCEED THE AMOUNT YOU PAID US IN THE TWELVE (12) MONTHS PRECEDING THE CLAIM, OR ONE HUNDRED DOLLARS ($100), WHICHEVER IS GREATER.

12.3 Exceptions

Some jurisdictions do not allow the exclusion of certain warranties or limitation of liability. In such cases, our liability will be limited to the fullest extent permitted by applicable law.

13. Indemnification

You agree to indemnify, defend, and hold harmless The Software Support LLC, its officers, directors, employees, and agents from any claims, damages, losses, liabilities, costs, and expenses (including reasonable attorneys’ fees) arising from:

  • Your use of our services
  • Your violation of these Terms
  • Your violation of any third-party rights
  • Your User Content

14. Account Termination

14.1 Termination by You

You may delete your account at any time through the App settings. Upon deletion:

  • Your personal data will be removed within 30 days
  • Active subscriptions will continue until the end of the billing period
  • You will lose access to your tickets, devices, and history

14.2 Termination by Us

We may suspend or terminate your account if:

  • You violate these Terms
  • You engage in abusive behavior toward support agents
  • You use our services for fraudulent purposes
  • We are required to do so by law
  • We discontinue our services

We will provide notice when reasonably possible, except in cases of severe violations.

14.3 Effect of Termination

Upon termination:

  • Your right to use our services ends immediately
  • Provisions that should survive termination will remain in effect (including Disclaimers, Limitation of Liability, and Indemnification)

15. Dispute Resolution

15.1 Informal Resolution

Before filing a formal dispute, you agree to contact us first at info@thelivesupport.com and attempt to resolve the dispute informally for at least 30 days.

15.2 Governing Law

These Terms are governed by the laws of USA, without regard to conflict of law principles.

15.3 Arbitration

Any disputes arising from these Terms or our services shall be resolved through binding arbitration in accordance with the rules of USA, except that either party may seek injunctive relief in court for intellectual property violations.

15.4 Class Action Waiver

You agree to resolve disputes with us on an individual basis. You waive any right to participate in a class action lawsuit or class-wide arbitration.

15.5 Exceptions

The arbitration requirement does not apply to:

  • Small claims court actions
  • Intellectual property disputes
  • Claims for injunctive relief

16. Changes to Terms

We may modify these Terms at any time. We will notify you of changes by:

  • Posting the updated Terms on our Website
  • Updating the “Last Updated” date
  • Notifying you through the App (for material changes)

Continued use of our services after changes take effect constitutes acceptance of the modified Terms.

17. General Provisions

17.1 Entire Agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and us regarding our services.

17.2 Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.

17.3 Waiver

Our failure to enforce any right or provision of these Terms will not be considered a waiver of those rights.

17.4 Assignment

You may not assign or transfer your rights under these Terms without our consent. We may assign our rights without restriction.

17.5 No Third-Party Beneficiaries

These Terms do not create any third-party beneficiary rights.

18. Contact Information

If you have any questions about these Terms of Service, please contact us:

The Live Support

Email: info@thelivesupport.com Website: https://thelivesupport.com/contact

Scroll to Top