Terms
Last updated: 9 June 2026
Service Desk Builder is operated by Max Hazell, trading as Service Desk Builder. You can contact us at hello@servicedeskbuilder.com.
If you need a supplier form, purchase order detail, tax receipt, or additional procurement paperwork before purchasing, email us and we will provide the available details for your buying process.
By accessing or using Service Desk Builder (“the Service”), you agree to these Terms of Service. If you use the Service on behalf of an organisation, you represent that you have authority to bind that organisation to these terms.
The Service is intended for business and professional use by IT, service desk, and operations teams. It is not intended for personal, household, or consumer use. If consumer law applies despite this business-use intention, nothing in these terms excludes rights that cannot lawfully be excluded.
If you do not agree to these terms, do not use the Service.
Service Desk Builder provides automated configuration audits for IT service management platforms, currently Freshservice, AI-readiness scoring, and remediation guidance. Outputs are decision-support materials intended to assist IT practitioners. They are not legal, financial, regulatory, security-certification, or professional advisory services.
We do not guarantee specific outcomes, deflection rates, cost savings, compliance status, or AI performance improvements. Results depend on factors outside our control including your platform configuration, user behaviour, ticket quality, vendor product changes, and your implementation of recommendations.
You may run a free audit without an account. An account is required to save results, access the Readiness Blueprint, download paid reports, and manage a Monthly Monitor subscription. You are responsible for keeping your login credentials secure and for all activity under your account.
We may suspend or terminate accounts that violate these terms, create security risk, cause service disruption, or are used for abusive, unauthorised, or fraudulent purposes.
You must only connect Freshservice instances and API keys that you are authorised to use. You are responsible for ensuring the API key has permissions appropriate for the audit and complies with your organisation's internal security, procurement, and acceptable-use policies.
The audit is designed to be read-only. You must not provide credentials that would breach your obligations to your employer, customer, vendor, or any third party.
API keys are used solely to perform the audit request and are held in server memory only for the duration of that request. They are not written to any database, log file, or persistent storage at any point. You are solely responsible for the security, scope, and authorisation of any credentials you provide. Service Desk Builder is not liable for any loss, regulatory penalty, or organisational consequence arising from your decision to connect an instance or provide credentials, including where you lacked appropriate authorisation to do so.
Some outputs may be generated or assisted by automated scoring logic or AI systems. Outputs may contain omissions, assumptions, or errors. You must review recommendations before relying on them or applying changes in Freshservice or any connected system.
You remain responsible for all operational decisions, configuration changes, communications, and business outcomes based on the reports or recommendations.
Readiness Blueprint (£299 one-time): payment grants access to the full remediation report for a single audit run. This is a one-time charge, not a subscription. If the report does not identify at least 5 actionable configuration improvements in your instance, contact us within 30 days for a full refund. Other refund requests are considered at our discretion, except where applicable law requires otherwise.
Monthly Monitor (£79/month): billed monthly in advance. Cancel at any time through your account settings or by emailing hello@servicedeskbuilder.com. Cancellation takes effect at the end of the current billing period. No refunds are issued for unused time within a billing period unless required by law. Readiness Blueprints generated while subscribed remain accessible after cancellation.
Payments are processed by Stripe. VAT or other taxes may apply depending on your location and tax status. We may change pricing with 30 days' notice to existing subscribers.
You agree not to:
The Service, including its software, design, scoring methodology, prompts, templates, and written content, is owned by Service Desk Builder or its licensors and protected by applicable intellectual property laws.
The audit reports and Readiness Blueprints you generate are yours to use internally. You may share them with your organisation, leadership, auditors, or procurement teams. You may not resell, white-label, or publish them as a competing service without our written consent.
Your use of the Service is also governed by our Privacy Policy. Where we process personal data on your organisation's behalf, our Data Processing Addendum applies unless we agree a separate signed DPA.
You retain ownership of data you provide or that is read from connected platforms. We process that data to provide, secure, support, and improve the Service. We do not sell your data.
The Service may change over time. Features may be added, modified, rate-limited, suspended, or withdrawn, especially while the product is in early commercial release. We aim to provide a reliable service but do not guarantee uninterrupted availability.
Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot be limited or excluded under applicable law.
Subject to the previous paragraph, Service Desk Builder and its operators shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Service, including loss of data, loss of profits, loss of anticipated savings, loss of goodwill, or business interruption.
We are not liable for any security incident, regulatory fine, compliance breach, or organisational consequence arising from data or credentials you voluntarily provided to the Service, from a security incident affecting a third-party platform (including Freshservice) that you connected, or from your failure to ensure your use of the Service complied with your organisation's internal policies or applicable law.
Subject to the first paragraph of this section, our total liability to you for claims arising from the Service shall not exceed the amount you paid to us in the 12 months preceding the claim, or £100, whichever is greater.
The Service is provided “as is” and “as available”. We do not warrant that the Service will be error-free, uninterrupted, secure against all threats, or meet your specific requirements.
You may stop using the Service and delete your account at any time. We may suspend or terminate your access if you breach these terms. On termination, your right to use the Service ceases. Provisions relating to intellectual property, payment obligations, data protection, limitation of liability, and governing law survive termination.
We may update these terms from time to time. We will notify active subscribers by email at least 14 days before material changes take effect. Continued use of the Service after the effective date constitutes acceptance of the updated terms.
These terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where applicable law requires otherwise.
If you need supplier review documentation, a signed DPA, a security questionnaire response, or a commercial addendum for procurement, email hello@servicedeskbuilder.com. We can typically respond within 3 business days.