Terms of Service

These terms apply to your use of Ticket Lifecycle Timeline ("the app"), a Freshworks Marketplace app published by Red Lotus Tecnologia da Informação Ltda. (CNPJ 49.623.066/0001-27), R. Padre Adelino, 570, sala 804, Quarta Parada, São Paulo, SP, 03303-000, Brazil ("Red Lotus", "we", "us"). By installing the app you agree to them on behalf of your organisation ("you").

1. The service

The app records how Freshdesk and Freshservice tickets move through statuses, priorities, groups and agents, and shows each ticket's timeline, time in each status, reassignments and SLA results in the ticket sidebar. It only reads from your helpdesk; it never changes tickets.

2. Subscription and billing

The app is sold through the Freshworks Marketplace at the price shown on its listing, with the free trial shown there. Freshworks handles billing, renewals, cancellations and refunds under the Marketplace terms. You can cancel by uninstalling the app.

3. Your responsibilities

• You provide an API key for an agent who is allowed to read tickets, agents and groups, and you keep your account credentials secure.
• You are responsible for how you use the timeline and its figures, including any decisions about agents or teams based on them.
• You won't use the app to break the law, or try to reverse-engineer, overload or interfere with it.

4. Data

Our Privacy Policy describes what the app handles. In short: the app keeps a history of ticket changes, as IDs and times, inside your own Freshworks account, and sends nothing to us or to third parties.

5. History and figures

The app can only record changes made while it is installed; for earlier changes it shows the dates Freshworks provides. Figures depend on the events Freshworks delivers to the app and on the SLA dates in your helpdesk, so they may differ from Freshworks' own reports. Agent availability is not available on Freshservice. Use your helpdesk's reports as the record of reference.

6. Support

Email leandro.meili@redlotus.com.br. We aim to reply within 3 business days, or 5 for critical issues.

7. Warranty disclaimer

The app is provided "as is" and "as available", without warranties of any kind, express or implied, including merchantability, fitness for a particular purpose and non-infringement, to the extent permitted by law.

8. Limitation of liability

To the extent permitted by law, we are not liable for indirect, incidental, special or consequential damages, or lost data, profits or revenue. Our total liability is limited to the amount you paid for the app in the 12 months before the claim.

9. Changes and termination

We may update these terms or the app, and will post changes on the listing. You may stop using the app at any time by uninstalling it. We may suspend access if you breach these terms.

10. Governing law

These terms are governed by the laws of Brazil. The courts of the city of São Paulo, SP, have exclusive jurisdiction, except where the law gives you the right to sue in your own courts.

11. Contact

Red Lotus Tecnologia da Informação Ltda., leandro.meili@redlotus.com.br