Terms of service

Routed is an online helpdesk. It lets organisations receive, route and track requests, with AI that suggests how each request should be handled. We may improve, change or remove features over time, and will give reasonable notice of any change that significantly reduces what you’re paying for.

Routed is in an early-access period. During it, the service is free, may change often and may occasionally be unavailable. We’ll give at least 30 days’ notice before any paid plan applies to you.

• You must give accurate details and keep your sign-in methods, authenticator app and recovery codes safe.
• Two-factor authentication is required for every account.
• You’re responsible for activity under your account. Tell us straight away at routed@itaylorweb.co.uk if you think it’s been misused.
• Workspace admins control who can join their workspace, what role each person has, and can reset a member’s two-factor authentication.

You, or the organisation that owns your workspace, keep all rights to the content you put into Routed. You give us permission to store, process and display it only as needed to run the service for you. We handle personal data as described in our Privacy notice, and act as your processor for workspace content. A data processing agreement is available on request.

You’re responsible for having the right to put that content into Routed, including any personal data about other people.

The AI suggests teams, categories, priorities, field values and missing details. Suggestions can be wrong. They’re there to save time, not to replace judgement, so check anything important, especially priority and anything flagged as a security issue. Workspace admins can turn AI off.

You agree not to:

• break the law, or use Routed to harass, defraud or harm anyone;
• upload malware, or try to access another workspace, account or our systems without permission;
• overload, disrupt, scrape or reverse-engineer the service;
• resell or give access to the service outside your organisation without our agreement.

We may suspend access that puts the service or other customers at risk, and will tell you why unless the law or security prevents it.

When paid plans start, prices will be shown in the app before you choose a plan. Paid plans will be billed monthly or yearly in advance, will renew automatically until cancelled, and can be cancelled at any time to stop the next renewal. Fees already paid aren’t refundable, except where the law requires or we say otherwise.

We aim to keep Routed available and fast, but don’t guarantee it will be uninterrupted or error-free. We’ll try to give notice of planned maintenance. For help, email routed@itaylorweb.co.uk.

• You can stop using Routed and ask us to close your account or workspace at any time.
• We may end these terms if you seriously or repeatedly break them, or with 30 days’ notice for any other reason.
• When a workspace is closed, you can ask for an export of its data within 30 days. After that we delete it, as set out in the Privacy notice.

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that can’t be limited by law. If you use Routed as a consumer, nothing here affects your legal rights.

Otherwise:

• we aren’t liable for indirect or consequential losses, or for loss of profit, revenue, business or data you could reasonably have backed up;
• our total liability in any 12 months is limited to the greater of the fees you paid us in that period and £100.

We may update these terms. If a change is significant, we’ll tell workspace admins at least 30 days before it takes effect. If you keep using Routed after that, the new terms apply.

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If part of these terms can’t be enforced, the rest still applies. Questions? Email routed@itaylorweb.co.uk.