Terms of sale

1. Who you are contracting with

Firstline Desk is a sole operator trading under that name. The single contact address for all matters, including notices under these terms, is [email protected]. Firstline Desk sells to businesses only; these terms are not consumer terms and the pack is not offered to individuals buying outside a trade or profession.

2. What is delivered

Four written outputs, as listed on the pack page: a ticket-category taxonomy, a first-line response template pack, an escalation-rule sheet and a ranked documentation-gap list. They are delivered by email as documents. Nothing is installed, connected, hosted or operated on your behalf.

3. When

Ten business days from the day your inputs are received and confirmed as sufficient. Ten business days is a target being tested against early orders, not a guarantee. If a specific order will not meet it, you are told on the first business day after your inputs land, together with the date that will be met; you may at that point cancel and be refunded in full.

4. What you must provide

A link to your published support-tier or service-level page and a link to your careers page or current openings. Optionally, a ticket-category export. If your published pages are too thin for a pack to be built from them, that is established before work begins and you are refunded in full.

5. What is excluded

• Calls of every kind — no voice, no video, no meeting, no workshop, no live session, at any point.
• Credentials — no password, API key, token or login is requested, accepted or held.
• System access — nothing is opened, operated or worked inside on your behalf.
• Platform integrations — nothing is installed or connected to your PSA, RMM, documentation or ticketing platform.

6. Revisions

One round of revisions is included: a single email from you, containing any number of changes, sent within fourteen days of delivery, returned within three business days. Changes that add a second desk, a second brand or a client-specific variant are a new order at the published price.

7. Refunds

If the pack you receive does not match the four outputs listed on this page, say so within seven days and you are refunded in full. A refund request is made by email to the address in clause 1 and is processed through the original payment method, ordinarily within five business days.

8. Intellectual property

On payment, you own the delivered documents outright and may adapt, copy, re-key and distribute them inside your own business and to your own clients without restriction or attribution. Firstline Desk retains its own underlying method, templates and structure, and may reuse anonymised structural patterns in later work. Your organisation is never named, quoted or shown as an example without your written permission.

9. Confidentiality

Anything you send that is not public — a ticket-category export, for instance — is treated as confidential, used only to produce your pack, and deleted on request. See privacy.

10. Liability

The pack is a written recommendation. Decisions about what your desk closes and escalates remain yours, and Firstline Desk’s total liability in connection with an order is limited to the amount you paid for it. Nothing in these terms limits liability that cannot lawfully be limited.

11. Changes to these terms

The terms that apply to your order are those published on this page on the day you paid. This page carries the date it was last updated.