1. Acceptable Use Policy
✗Use the platform for illegal activities
✗Harass, threaten, or harm employees or customers
✗Attempt to hack, breach, or exploit security vulnerabilities
✗Spam SMS/email features or abuse notification systems
✗Resell, redistribute, or sublicense access without permission
✗Use bots, automation, or scraping tools to manipulate data
✗Scrape or extract customer data without authorization
✗Exceed concurrent session limits (5 per Starter tier)
✗Reverse engineer or attempt to copy platform code
Consequence of Violation: Immediate account suspension without refund. Repeat violations may result in permanent ban and legal action.
2. Data Protection & Privacy Policy
✓ You own all customer/job data you create in Hawkeye Core
✓ We own all platform code, features, and infrastructure
• All data encrypted at rest (database) and in transit (SSL/TLS 256-bit)
• Daily automated backups stored in secure, geographically distributed locations
• Access controls: Role-based permissions (Manager, Employee, Customer)
• Audit logs: All user actions logged with timestamp and IP address
• Annual third-party security audits conducted
Active accounts: Data retained as long as subscription is active
After cancellation: Data retained 30 days for recovery purposes
After 30 days: All data permanently deleted (unrecoverable)
Backup copies: Deleted after 90 days
Twilio: Receives phone numbers and SMS content (SMS delivery only)
Google Maps: Receives job location data (mapping purposes only)
No other third parties have access to your data
• EU customers can request data export in standard format (CSV/JSON)
• Right to deletion: Request permanent data deletion anytime
• Response time: 14 days for data requests
• Contact: info@hawkeyecore.com
• If data breach occurs: You'll be notified within 24 hours
• We will provide details and remediation steps
• Free credit monitoring if personal data exposed (Business tier)
3. Limitation of Liability
•Lost profits, lost revenue, or lost business opportunities
•Indirect, incidental, or consequential damages
•Data loss or corruption (if you don't maintain backups)
•Third-party service failures (Twilio SMS down, Google Maps errors, Railway outages)
•Issues caused by customer misuse or policy violations
•SMS delivery failures or delays (Twilio's responsibility)
•Internet connectivity or ISP issues on customer's end
•Losses from unauthorized account access (if password compromised)
Our total liability limited to 1 month's subscription fee ($199-$599 depending on plan)
This applies regardless of damage amount or cause
Example: If you lose $100K in business, maximum claim is $199 (Starter) to $599 (Business)
✓ Maintain current contact information
✓ Regularly backup your data
✓ Use strong passwords and enable 2FA
✓ Report security issues immediately to info@hawkeyecore.com
4. Service Level Agreement (SLA)
Maximum 43 minutes downtime per month
Calculation: Measured uptime = (Total minutes in month - Downtime minutes) / Total minutes × 100%
Excludes:
• Planned maintenance (announced 48 hours in advance)
• Customer-caused outages (payment failure, account suspension)
| Uptime | Credit |
|---|---|
| 99.0% - 99.9% | 5% of monthly fee |
| 95.0% - 99.0% | 10% of monthly fee |
| 90.0% - 95.0% | 25% of monthly fee |
| Below 90% | Full month free OR cancel for full refund |
1. Report outage to info@hawkeyecore.com within 7 days with screenshots/proof
2. We'll verify and issue credit to next billing cycle (no cash refunds)
3. Credits must be claimed within 30 days or forfeit
Status Page: Real-time status available at status.hawkeyecore.com
5. Intellectual Property Policy
• All platform code, algorithms, and software
• All features, designs, and user interface
• All patents, trademarks, and brand materials
• All derivative works and improvements
• All data you input (jobs, forms, customer info)
• Custom forms and templates you create
• Reports and documents you generate
• Intellectual property of your business
• You receive non-exclusive, non-transferable license to use platform
• License limited to your company only (no sharing with competitors)
• License revokes immediately upon account cancellation
No ownership transfer - you're renting access, not buying software
✗ Cannot modify, adapt, or create derivative works
✗ Cannot reverse engineer or decompile platform code
✗ Cannot attempt to extract or copy proprietary code
✗ Cannot publicly claim you built Hawkeye Core features
If you purchase custom development ($150/hour), ownership of custom code negotiated per project.
Default: We retain ownership but grant you unlimited license to use
6. Payment & Billing Policy
• Monthly subscriptions billed on the 1st of each month
• Prorated charges for mid-month upgrades/downgrades
• Billing continues monthly until cancellation
• Your subscription auto-renews monthly on billing date
• Same plan and price (unless price change announced)
• Automatic charge to card on file
• Cancel anytime to stop auto-renewal
✓ Credit cards (Visa, Mastercard, American Express, Discover)
✓ Bank transfer (ACH)
✓ Invoice billing (Business tier only, net-30 terms)
1st failed attempt: Card declined email sent, retry in 24 hours
3 days of failures: Account suspended (no access)
30 days of non-payment: Account deleted, data permanently removed
Late fees: 1.5% monthly interest on overdue balance
• 30-day notice before any price increase
• Existing customers grandfathered at old price for 6 months
• Month 7: Price increases to new rate
• Option to downgrade or cancel during notice period
• Report billing errors within 30 days
• Disputes older than 30 days cannot be contested
• We'll investigate and issue refund/credit if error found
• Disputes not resolved within 60 days go to arbitration
7. Security Policy
• Minimum 8 characters
• Must include: uppercase, lowercase, number, special character (!@#$%^&*)
• No dictionary words or personal information
• Change password every 90 days recommended
• Available for all users (strongly recommended)
• SMS or authenticator app (Google Authenticator, Authy)
• Required for Business tier users
• Protects against account takeover if password compromised
• All data encrypted in database (AES-256)
• SSL/TLS 256-bit encryption for data in transit
• Encryption keys managed securely (not shared with employees)
• Regular key rotation (quarterly)
• Role-based access (Manager, Employee, Customer)
• Managers can only see their team's data
• Employees can only see assigned jobs
• Customers can only see their own data/portal
• Admin access logs tracked and audited
• All actions logged: who, what, when, IP address, device
• Logs retained for 1 year
• Available to Business tier for compliance review
• Cannot be modified or deleted (immutable logs)
• Third-party penetration testing annually
• Vulnerability scanning quarterly
• Security patches applied within 24 hours of discovery
• Bug bounty program: $500-$5,000 for reported vulnerabilities
8. Support & Service Policy
| Feature | Starter | Professional | Business |
|---|---|---|---|
| Channel | Email only | Email + Chat | Email + Chat + Phone |
| Response Time | 24-48 hours | 12-24 hours | 2-4 hours |
| Business Hours | Mon-Fri 10am-5pm (Central Time) | Mon-Fri 10am-5pm (Central Time) | 24/7 |
| SLA Credit | - | 5% credit | 10% credit |
✓ 24/7 phone and chat support
✓ 1-hour response time
✓ Dedicated support specialist
✓ Priority for feature requests
✓ Account setup and configuration
✓ Bug fixes and troubleshooting
✓ Performance optimization
✓ Integration assistance
✓ Training and best practices
✗ Customer's business practices or workflow decisions
✗ Third-party app issues (Twilio, Google Maps)
✗ Network/internet issues on your end
✗ Custom development outside your plan
9. Termination Policy
• 7-day cancellation notice required
• Email: info@hawkeyecore.com
• Service ends at next billing cycle
• No refunds for time already paid
• Can export data during notice period
• Data deleted 30 days after cancellation
• You violate Acceptable Use Policy
• Non-payment for 30+ days
• You breach data security
• Your use harms platform or other customers
• You use platform for illegal activities
Serious violations: Immediate suspension (5-minute notice)
Payment issues: 30-day notice, then account deletion
Policy violations: Escalation warning, then suspension if not resolved
Legal issues: 7-day notice to export data, then deletion
• Immediate loss of platform access
• All data retained 30 days (for export only)
• All data permanently deleted after 30 days
• No refund issued
• Email address may be blacklisted from future sign-ups
• If terminated unfairly, appeal within 7 days to info@hawkeyecore.com
• We'll review and respond within 5 business days
• Appeal decision final (no further appeals)
10. Warranty Disclaimer
We provide Hawkeye Core on an "as-is" basis without warranties of any kind.
✗ Error-free or uninterrupted service
✗ Specific business results or revenue
✗ Fitness for particular purpose
✗ Data accuracy or completeness
✗ Third-party service reliability
✗ Mobile/device compatibility
✗ Integration success with other tools
✓ Test platform in staging before production use
✓ Maintain regular data backups (external to Hawkeye)
✓ Monitor system performance and alerts
✓ Report issues to support promptly
✓ Implement your own data recovery procedures
11. Change of Terms Policy
• Changes can be made anytime at our discretion
• Major changes: 30-day notice via email
• Minor updates: Effective immediately
• Continued use after notice = acceptance
• If you disagree with changes, cancel subscription
• Cancellation must be within 30-day notice period
• No refund for current billing cycle
• After 30 days, silence = acceptance
• Price increases
• Reduced features or functionality
• Changes to data privacy/security
• Changes to liability limits
• Changes to acceptable use restrictions
• Bug fixes
• Security patches
• UI/UX improvements
• New features (additions, not removals)
• Policy clarifications
Change Log: All updates documented at hawkeyecore.com/changelog with dates
12. Dispute Resolution Policy
• Email: info@hawkeyecore.com
• Include: Issue description, screenshots, account email, desired resolution
• We respond within 24-48 hours
• Most disputes resolved at this step
• If unresolved, email: info@hawkeyecore.com with escalation request
• Management reviews case and responds within 7 business days
• They may offer settlement or explain final decision
• Disputes not resolved go to binding arbitration
• Independent arbitrator (not court) decides outcome
• Arbitration decision is final and binding
• Costs split equally between parties (unless arbitrator rules otherwise)
Legal Fees: Loser pays legal costs (attorney fees, court costs). This discourages frivolous lawsuits. Exceptions: Small claims court disputes under $2,500
No Class Actions: Disputes must be individual (1-on-1). No class actions, group actions, or representative actions allowed.
Statute of Limitations: All claims must be filed within 1 year of incident. Claims older than 1 year cannot be pursued.
13. General Provisions
These terms constitute entire agreement between you and Hawkeye Core. Supersedes all prior agreements, understandings, and negotiations. If any part is invalid, remaining terms still enforceable.
If any provision found unenforceable, it's severed and removed. Remaining provisions continue in full force.
You cannot assign or transfer your account to others. We can assign terms to our successors or buyers.
Support: info@hawkeyecore.com
Legal: info@hawkeyecore.com
Billing: info@hawkeyecore.com
Privacy: info@hawkeyecore.com
Security: info@hawkeyecore.com