Help Lightning User Agreement

Posted: September 21, 2015
Last updated: June 1, 2016

This Help Lightning Agreement (the "Agreement") is between Help Lightning, Inc., a Delaware corporation ("Help Lightning") and the individual or organization agreeing to these terms ("Customer"). This Agreement governs access to and use of the Help Lightning for Business and Help Lightning Personal client software ("Software") and services (the "Services"). By clicking "I Agree," signing your contract for the Services or using the Services, you acknowledge that you have read and understand this Agreement, and you accept and agree to this Agreement as a Customer. If you are agreeing to this Agreement for use of the Services by an organization, you are agreeing to this Agreement on behalf of that organization. You must have the authority to bind that organization to this Agreement, otherwise you must not sign up for the Services.

1. Services.

(a) Provision of Services. Customer and users of Customer's Services account ("End Users") may access and use the Services in accordance with this Agreement. Your access to and use of the Services are governed by this Agreement as well as Help Lightning’s Privacy Policy located at http://www.helplightning.com/legal/privacy, which are incorporated herein by this reference.

(b) Facilities and Data Processing. Help Lightning will use, at a minimum, industry standard technical and organizational security measures to transfer, store, and process Customer Data. These measures are designed to protect the integrity of Customer Data and guard against the unauthorized or unlawful access to, use, and processing of Customer Data. Customer agrees that Help Lightning may transfer, store, and process Customer Data in locations other than Customer's country. "Customer Data" means Stored Data and Account Data. "Stored Data" means the files and structured data submitted to the Services by Customer or End Users. "Account Data" means the account and contact information submitted to the Services by Customer or End Users.

(c) Modifications to the Services. Help Lightning may update the Services from time to time. If Help Lightning changes the Services in a manner that materially reduces their functionality, Help Lightning will inform Customer via the email address associated with the account.

(d) Software. Some Services allow Customer to download Help Lightning Software which may update automatically. Customer may use the Software only to access the Services. If any component of the Software is offered under an open source license, Help Lightning will make the license available to Customer and the provisions of that license may expressly override some of the terms of this Agreement.

2. Customer Obligations.

(a) Compliance. Customer is responsible for use of the Services by its End Users. Customer and its End Users must use the Services in compliance with this Agreement. Customer will obtain from End Users any consents necessary to allow Administrators to engage in the activities described in this Agreement and to allow Help Lightning to provide the Services. Customer will comply with laws and regulations applicable to Customer's use of the Services, if any.

(b) Customer Administration of the Services. Customer may specify End Users as "Administrators" through the dashboard. Administrators may have the ability to access, disclose, restrict or remove Customer Data in or from Services accounts. Administrators may also have the ability to monitor, restrict, or terminate access to Services accounts. Help Lightning's responsibilities do not extend to the internal management or administration of the Services. Customer is responsible for: (i) maintaining the confidentiality of passwords and Administrator accounts; (ii) managing access to Administrator accounts; and (iii) ensuring that Administrators' use of the Services complies with this Agreement.

(c) Unauthorized Use & Access. Customer will prevent unauthorized use of the Services by its End Users and terminate any unauthorized use of or access to the Services. The Services are not intended for End Users under the age of 13. Customer will ensure that it does not allow any person under 13 to use the Services. Customer will promptly notify Help Lightning of any unauthorized use of or access to the Services.

(d) Restricted Uses. Customer will not (i) rent, lease, lend, sell, sublicense, assign, distribute, publish, transfer or otherwise make available the Services or any features or functionality of the Services, to any third party for any reason, including by making the Services available on a network where it is capable of being accessed by more than one device at any time; (ii) remove, delete, alter or obscure any trademarks or any copyright, trademark, patent or other intellectual property or proprietary rights notices from the Services, including any copy thereof; (iii) modify, translate, adapt or otherwise create derivative works or improvements, whether or not patentable, of the Services; (iv) use the Services for activities where use or failure of the Services could lead to physical damage, death, or personal injury; or (v) reverse engineer, disassemble, decompile, decode or otherwise attempt to derive or gain access to the source code of the Services, nor attempt nor assist anyone else to do so, unless this restriction is prohibited by law; or (vi) remove, disable, circumvent or otherwise create or implement any workaround to any copy protection, rights management or security features in or protecting the Services.

(e) Acceptable Use. Without in any way limiting the foregoing, Customer agrees that it will not misuse the Services in any way. By way of example, Customer must not, and must not attempt to do the following: (i) probe, scan, or test the vulnerability of any system or network; (ii) breach or otherwise circumvent any security or authentication measures; (iii) access, tamper with, or use non-public areas or parts of the Services, or shared areas of the Services you haven't been invited to; (iv) interfere with or disrupt any user, host, or network, for example by sending a virus, overloading, flooding, spamming, or mail-bombing any part of the Services; (v) access or search the Services by any means other than our publicly supported interfaces (for example, "scraping"); (vi) send unsolicited communications, promotions or advertisements, or spam; (vii) send altered, deceptive or false source-identifying information, including "spoofing" or "phishing"; (viii) promote or advertise products or services other than your own without appropriate authorization; (ix) abuse Help Lightning referrals or promotions to get more minutes available than deserved; (x) abuse the Services in a manner that circumvents their minutes available limits; (xi) sell the Services or Services accounts via unauthorized channels; (xii) use automated or other means to create accounts in bulk or to access the Services other than by using our official interface and/or APIs; (xiii) publish or share materials that are unlawfully pornographic or indecent, or that advocate bigotry, religious, racial or ethnic hatred; or (xiv) violate the law in any way including storing, publishing or sharing material that's fraudulent, defamatory, misleading, or that violates the privacy or infringes the rights of others.

(f) Third Party Requests.

  1. "Third Party Request" means a request from a third party for records relating to an End User's use of the Services including information in or from an End User or Customer's Services account. Third Party Requests may include valid search warrants, court orders, or subpoenas, or any other request for which there is written consent from End Users permitting a disclosure.
  2. Customer is responsible for responding to Third Party Requests via its own access to information. Customer will seek to obtain information required to respond to Third Party Requests and will contact Help Lightning only if it cannot obtain such information despite diligent efforts.
  3. Help Lightning will make commercially reasonable efforts, to the extent allowed by law and by the terms of the Third Party Request, to: (A) promptly notify Customer of Help Lightning's receipt of a Third Party Request; (B) comply with Customer's commercially reasonable requests regarding its efforts to oppose a Third Party Request; and (C) provide Customer with information or tools required for Customer to respond to the Third Party Request (if Customer is otherwise unable to obtain the information). If Customer fails to promptly respond to any Third Party Request, then Help Lightning may, but will not be obligated to do so.

3. Third-Party Services.

If Customer uses any third-party service (e.g., a service that uses a Help Lightning API) with the Services, (a) Help Lightning will not be responsible for any act or omission of the third party, including the third party's access to or use of Customer Data and (b) Help Lightning does not warrant or support any service provided by the third party.

4. Collection and Use of Your Information.

Notwithstanding anything to the contrary, Help Lightning shall have the right to collect and analyze data and other information relating to the provision, use and performance of various aspects of the Services and related systems and technologies (including, without limitation, information concerning Customer Data and data derived therefrom), and Help Lightning will be free (during and after the term hereof) to (i) use such information and data to improve and enhance the Services and for other development, diagnostic and corrective purposes in connection with the Services and other Company offerings, and (ii) disclose such data solely in aggregate or other de-identified form in connection with its business. All information Help Lightning collects through or in connection with the Services is subject to Help Lightning’s Privacy Policy located at http://www.helplightning.com/legal/privacy.

5. Geographic Restrictions.

The Services are based in the state of Alabama in the United States. You acknowledge that you may not be able to access all or some of the Services outside of the United States and that access thereto may not be legal by certain persons or in certain countries. If you access the Services from outside the United States, you are responsible for compliance with local laws.

6. Suspension.

(a) Of End User Accounts by Help Lightning. If an End User (i) violates this Agreement or (ii) uses the Services in a manner that Help Lightning reasonably believes will cause it liability, then Help Lightning may request that Customer suspend or terminate the applicable End User account. If Customer fails to promptly suspend or terminate the End User account, then Help Lightning may do so.

(b) Security Emergencies. Notwithstanding anything in this Agreement, if there is a Security Emergency then Help Lightning may automatically suspend use of the Services. Help Lightning will make commercially reasonable efforts to narrowly tailor the suspension as needed to prevent or terminate the Security Emergency. "Security Emergency" means: (i) use of the Services that do or could disrupt the Services, other customers' use of the Services, or the infrastructure used to provide the Services and (ii) unauthorized third-party access to the Services.

7. Intellectual Property Rights.

(a) Reservation of Rights. Except as expressly set forth herein, this Agreement does not grant (i) Help Lightning any Intellectual Property Rights in Customer Data or (ii) Customer any Intellectual Property Rights in the Services or Help Lightning trademarks and brand features. "Intellectual Property Rights" means current and future worldwide rights under patent, copyright, trade secret, trademark, moral rights, and all similar or equivalent rights or forms of protection, in any part of the world.

(b) Limited Permission. Customer grants Help Lightning only the limited rights that are reasonably necessary for Help Lightning to offer the Services (e.g., hosting Stored Data). This permission also extends to trusted third parties Help Lightning works with to offer the Services (e.g., payment provider used to process payment of fees).

(c) Suggestions. Help Lightning may, at its discretion and for any purpose, use, modify, and incorporate into its products and services, license and sublicense, any feedback, comments, or suggestions Customer or End Users send Help Lightning or post in Help Lightning's forums without any obligation to Customer.

(d) Customer List. Help Lightning may include Customer's name in a list of Help Lightning customers on the Help Lightning website or in promotional materials.

8. Fees & Payment.

(a) Fees. Customer will pay, and authorizes Help Lightning to charge using Customer's selected payment method, for all applicable fees. Fees are non-refundable except as required by law. Customer is responsible for providing complete and accurate billing and contact information to Help Lightning. Help Lightning may suspend or terminate the Services if fees are past due.

(b) Auto Renewals and Trials. IF CUSTOMER'S ACCOUNT IS SET TO AUTO RENEWAL OR IS IN A TRIAL PERIOD, Help Lightning MAY AUTOMATICALLY CHARGE AT THE END OF THE TRIAL OR FOR THE RENEWAL, UNLESS CUSTOMER NOTIFIES Help Lightning THAT CUSTOMER WANTS TO CANCEL OR DISABLE AUTO RENEWAL. Help Lightning may revise Service rates by providing Customer at least 30 days notice prior to the next charge.

(c) Taxes. Customer is responsible for all taxes. Help Lightning will charge tax when required to do so. If Customer is required by law to withhold any taxes, Customer must provide Help Lightning with an official tax receipt or other appropriate documentation.

(d) Purchase Orders. If Customer requires the use of a purchase order or purchase order number, Customer (i) must provide the purchase order number at the time of purchase and (ii) agrees that any terms and conditions on a Customer purchase order will not apply to this Agreement and are null and void.

9. Term & Termination.

(a) Term. This Agreement will remain in effect until Customer's subscription to the Services expires or terminates, or until the Agreement is terminated.

(b) Termination for Breach. Either Help Lightning or Customer may terminate this Agreement if: (i) the other party is in material breach of the Agreement and fails to cure that breach within 30 days after receipt of written notice or (ii) the other party ceases its business operations or becomes subject to insolvency proceedings and the proceedings are not dismissed within 90 days.

(c) Effects of Termination. If this Agreement terminates: (i) the rights granted by Help Lightning to Customer will cease immediately (except as set forth in this section); (ii) Help Lightning may provide Customer access to its account at then-current fees so that Customer may export its Stored Data; and (iii) after a commercially reasonable period of time, Help Lightning may delete any Stored Data relating to Customer's account. The following sections will survive expiration or termination of this Agreement: 2(f) (Third Party Requests), 7 (Intellectual Property Rights), 8 (Fees & Payment), 9(c) (Effects of Termination), 10 (Indemnification), 11 (Disclaimers), 12 (Limitation of Liability), 13 (Disputes), and 14 (Miscellaneous).

10. Indemnification.

(a) By Customer. Customer will indemnify, defend, and hold harmless Help Lightning from and against all liabilities, damages, and costs (including settlement costs and reasonable attorneys' fees) arising out of any claim by a third party against Help Lightning and its affiliates regarding: (i) Customer Data; (ii) Customer's use of the Services in violation of this Agreement; or (iii) End Users' use of the Services in violation of this Agreement.

(b) By Help Lightning. Help Lightning will indemnify, defend, and hold harmless Customer from and against all liabilities, damages, and costs (including settlement costs and reasonable attorneys' fees) arising out of any claim by a third party against Customer to the extent based on an allegation that Help Lightning's technology used to provide the Services to the Customer infringes or misappropriates any copyright, trade secret, U.S. patent, or trademark right of the third party. In no event will Help Lightning have any obligations or liability under this section arising from: (i) use of any Services in a modified form or in combination with materials not furnished by Help Lightning and (ii) any content, information, or data provided by Customer, End Users, or other third parties.

(c) Possible Infringement. If Help Lightning believes the Services infringe or may be alleged to infringe a third party's Intellectual Property Rights, then Help Lightning may: (i) obtain the right for Customer, at Help Lightning's expense, to continue using the Services; (ii) provide a non-infringing functionally equivalent replacement; or (iii) modify the Services so that they no longer infringe. If Help Lightning does not believe the options described in this section are commercially reasonable then Help Lightning may suspend or terminate Customer's use of the affected Services (with a pro-rata refund of prepaid fees for the Services).

(d) General. The party seeking indemnification will promptly notify the other party of the claim and cooperate with the other party in defending the claim. The indemnifying party will have full control and authority over the defense, except that: (i) any settlement requiring the party seeking indemnification to admit liability requires prior written consent, not to be unreasonably withheld or delayed and (ii) the other party may join in the defense with its own counsel at its own expense. THE INDEMNITIES ABOVE ARE HELP LIGHTNING AND CUSTOMER'S ONLY REMEDY UNDER THIS AGREEMENT FOR VIOLATION BY THE OTHER PARTY OF A THIRD PARTY'S INTELLECTUAL PROPERTY RIGHTS.

11. Disclaimers. THE SERVICES ARE PROVIDED "AS IS." TO THE FULLEST EXTENT PERMITTED BY LAW, EXCEPT AS EXPRESSLY STATED IN THIS AGREEMENT, NEITHER CUSTOMER NOR HELP LIGHTNING AND ITS AFFILIATES, SUPPLIERS, AND DISTRIBUTORS MAKE ANY WARRANTY OF ANY KIND, WHETHER EXPRESS, IMPLIED, STATUTORY OR OTHERWISE, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR USE, OR NON-INFRINGEMENT. CUSTOMER IS RESPONSIBLE FOR MAINTAINING AND BACKING UP ANY STORED DATA. SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF OR LIMITATIONS ON IMPLIED WARRANTIES OR THE LIMITATIONS ON THE APPLICABLE STATUTORY RIGHTS OF A CONSUMER, SO SOME OR ALL OF THE ABOVE EXCLUSIONS AND LIMITATIONS MAY NOT APPLY TO YOU.

12. Limitation of Liability.

(a) Limitation on Indirect Liability. TO THE FULLEST EXTENT PERMITTED BY LAW, EXCEPT FOR HELP LIGHTNING OR CUSTOMER'S INDEMNIFICATION OBLIGATIONS, NEITHER CUSTOMER NOR HELP LIGHTNING AND ITS AFFILIATES, SUPPLIERS, AND DISTRIBUTORS WILL BE LIABLE UNDER THIS AGREEMENT FOR (I) INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR (II) LOSS OF USE, DATA, BUSINESS, REVENUES, OR PROFITS (IN EACH CASE WHETHER DIRECT OR INDIRECT), EVEN IF THE PARTY KNEW OR SHOULD HAVE KNOWN THAT SUCH DAMAGES WERE POSSIBLE AND EVEN IF A REMEDY FAILS OF ITS ESSENTIAL PURPOSE.

(b) Limitation on Amount of Liability. TO THE FULLEST EXTENT PERMITTED BY LAW, HELP LIGHTNING'S AGGREGATE LIABILITY UNDER THIS AGREEMENT WILL NOT EXCEED THE LESSER OF $100,000 OR THE AMOUNT PAID BY CUSTOMER TO HELP LIGHTNING HEREUNDER DURING THE TWELVE MONTHS PRIOR TO THE EVENT GIVING RISE TO LIABILITY.

(c) THE FOREGOING LIMITATIONS WILL APPLY WHETHER SUCH DAMAGES ARISE OUT OF BREACH OF CONTRACT, TORT (INCLUDING NEGLIGENCE) OR OTHERWISE AND REGARDLESS OF WHETHER SUCH DAMAGES WERE FORESEEABLE OR HELP LIGHTNING WAS ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. SOME JURISDICTIONS DO NOT ALLOW CERTAIN LIMITATIONS OF LIABILITY SO SOME OR ALL OF THE ABOVE LIMITATIONS OF LIABILITY MAY NOT APPLY TO YOU.

13. Disputes.

(a) Informal Resolution. Help Lightning wants to address your concerns without resorting to a formal legal case. Before filing a claim, each party agrees to try to resolve the dispute by contacting the other party through the notice procedures in section 14(e). If a dispute is not resolved within 30 days of notice, Customer or Help Lightning may bring a formal proceeding.

(b) Agreement to Arbitrate. Customer and Help Lightning agree to resolve any claims relating to this Agreement or the Services through final and binding arbitration, except as set forth below. The American Arbitration Association (AAA) will administer the arbitration under its Commercial Arbitration Rules. The arbitration will be held in Birmingham (AL), or any other location both parties agree to in writing.

(c) Exception to Agreement to Arbitrate. Either party may bring a lawsuit in the federal or state courts of Jefferson County, Alabama solely for injunctive relief to stop unauthorized use or abuse of the Services or infringement of Intellectual Property Rights without first engaging in the informal dispute notice process described above. Both Customer and Help Lightning consent to venue and personal jurisdiction there.

(d) NO CLASS ACTIONS. Customer may only resolve disputes with Help Lightning on an individual basis and will not bring a claim in a class, consolidated, or representative action. Class arbitrations, class actions, private attorney general actions, and consolidation with other arbitrations are not allowed.

14. Miscellaneous.

(a) Terms Modification. Help Lightning may revise this Agreement from time to time and the most current version will always be posted on the Help Lightning website. If a revision, in Help Lightning's sole discretion, is material, Help Lightning will notify Customer (by, for example, sending an email to the email address associated with the applicable account). Other revisions may be posted to Help Lightning's blog or terms page, and Customer is responsible for checking such postings regularly. By continuing to access or use the Services after revisions become effective, Customer agrees to be bound by the revised Agreement. If Customer does not agree to the revised Agreement terms, Customer may terminate the Services within 30 days of receiving notice of the change.

(b) Entire Agreement. This Agreement, including Customer's invoice and order form, constitutes the entire agreement between Customer and Help Lightning with respect to the subject matter of this Agreement and supersedes and replaces any prior or contemporaneous understandings and agreements, whether written or oral, with respect to the subject matter of this Agreement. If there is a conflict between the documents that make up this Agreement, the documents will control in the following order: the invoice, the order form, the Agreement.

(c) Governing Law. THE AGREEMENT WILL BE GOVERNED BY ALABAMA LAW EXCEPT FOR ITS CONFLICTS OF LAWS PRINCIPLES.

(d) Severability. Unenforceable provisions will be modified to reflect the parties' intention and only to the extent necessary to make them enforceable, and the remaining provisions of the Agreement will remain in full effect.

(e) Notice. Notices must be sent via first class, airmail, or overnight courier and are deemed given when received. Notices to Customer may also be sent to the applicable account email address and are deemed given when sent. Notices to Help Lightning must be sent to Help Lightning, Inc., 1500 1st Avenue North, Suite G-105, Birmingham, AL, 35203, with a copy to the Legal Department.

(f) Waiver. No failure to exercise, and no delay in exercising, on the part of either party, any right or any power hereunder shall operate as a waiver thereof, nor shall any single or partial exercise of any right or power hereunder preclude further exercise of that or any other right hereunder. In the event of a conflict between this Agreement and any applicable purchase or other terms, the terms of this Agreement shall govern.

(g) Assignment. Customer may not assign or transfer this Agreement or any rights or obligations under this Agreement without the written consent of Help Lightning. Help Lightning may not assign this Agreement without providing notice to Customer, except Help Lightning may assign this Agreement or any rights or obligations under this Agreement to an affiliate or in connection with a merger, acquisition, corporate reorganization, or sale of all or substantially all of its assets without providing notice. Any other attempt to transfer or assign is void.

(h) No Agency. Help Lightning and Customer are not legal partners or agents, but are independent contractors.

(i) Force Majeure. Except for payment obligations, neither Help Lightning nor Customer will be liable for inadequate performance to the extent caused by a condition that was beyond the party's reasonable control (for example, natural disaster, act of war or terrorism, riot, labor condition, governmental action, and Internet disturbance).

(j) No Third-Party Beneficiaries. There are no third-party beneficiaries to this Agreement. Without limiting this section, a Customer's End Users are not third-party beneficiaries to Customer's rights under this Agreement.

(k) Export Restrictions. The export and re-export of Customer Data via the Services may be controlled by the United States Export Administration Regulations or other applicable export restrictions or embargo. The Services may not be used in Cuba; Iran; North Korea; Sudan; or Syria or any country that is subject to an embargo by the United States and Customer must not use the Services in violation of any export restriction or embargo by the United States or any other applicable jurisdiction. In addition, Customer must ensure that the Services are not provided to persons on the United States Table of Denial Orders, the Entity List, or the List of Specially Designated Nationals.

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