Terms of service

Draft for legal review

1. Agreement

These Terms of Service (“Terms”) are a legally binding agreement between you and Computer Systems Plus, Inc. (“CSP,” “Sentra Scheduler,” “we,” “us” or “our”). By accessing or using Sentra Scheduler, you agree to these Terms. If you do not agree, you may not access or use the service.

The company or other organization that subscribes to Sentra Scheduler is the “Customer.” If you use Sentra Scheduler on behalf of a Customer, you represent that you have authority to bind that organization to these Terms, and “you” refers to both you and the organization. Office staff, technicians and other people the Customer gives an account to are “Users.” The Customer’s own clients, who request service or follow a job through the service, are “End Customers.”

If the Customer and CSP have signed an order form, master service agreement or other contract, that signed agreement controls wherever it conflicts with these Terms.

2. Description of service

Sentra Scheduler is a software-as-a-service (SaaS) platform for taking in, scheduling, dispatching, working and closing service jobs. The service includes, but is not limited to:

• An embeddable request-service widget for the Customer’s website
• AI chat that takes service requests and checks job status, plus photo-based job type suggestions
• A knowledge base and English and Spanish experiences for End Customers
• An office portal with a job queue, search, phone entry and email intake
• Dispatch and route planning, live technician locations and maps
• A technician app on phones and iPads for close-out with photos
• Job tracking pages and email updates to End Customers
• Dashboards, technician performance and scheduled reports
• Admin setup, themes, a data importer, webhooks and a REST API

Features marked “coming” on our website are on the roadmap. They are included in the Customer’s plan when they ship, but are not part of the service until then.

3. Plan & pricing

Sentra Scheduler is offered as one plan with every feature. Fees are based on the number of active field users (technicians) each month and are stated in the Customer’s quote or order form, which forms part of these Terms.

• Office users (owners, admins, dispatchers and office staff) are not charged. End Customers never need an account and are not charged.
• An “active field user” is a technician account that is active during the billing month, as described in the order form.
• There are no feature tiers or add-ons, and AI features are included.
• Setup, onboarding and training are quoted with the subscription.
• Any minimum fee, annual commitment or discount is stated in the order form.

4. User accounts

• Users must be at least 18 years of age.
• Users must provide accurate, complete and current information and keep it up to date.
• Each User must have their own account. Shared or generic accounts are not permitted.
• Users are responsible for keeping their sign-in credentials secure and must not share them.
• The Customer’s administrators are responsible for assigning roles and teams, and for promptly removing access when staff leave or change positions.
• You must notify us immediately if you become aware of any unauthorized access to an account.

5. End Customers and job tracking

Sentra Scheduler is not for emergencies. If someone is in danger, or there is a fire, gas leak, flooding, electrical hazard or other emergency, call 911.

• The company you contact handles your request. Service requests go to the Customer whose website, chat, email or phone you used. The Customer decides whether, when and how to respond, and sets its own prices and service terms. CSP does not perform the work and does not guarantee a response, an appointment or a time to completion.
• No account needed. End Customers request service without an account.
• Be accurate. Requests, photos and answers should be truthful and describe real service needs.
• Photos and descriptions. By submitting a request, you grant the Customer and CSP permission to use your description, photos and location to handle it. Tracking pages do not show names or contact details.
• Updates. If you give an email address, you will receive updates on your request, including the completion photo where the Customer provides one. You can stop updates at any time.
• Age. Sentra Scheduler is not directed to children under 13.
• Your information. How End Customer information is handled is described in our privacy policy. Requests to access or delete your information go to the company you requested service from.

6. Acceptable use

You agree not to use Sentra Scheduler to:

• Violate any applicable local, state, national or international law or regulation
• Submit false, fraudulent or duplicate requests, or flood the service with requests
• Harass, threaten or target any person, including the Customer’s staff and technicians
• Submit content that is obscene, defamatory or that infringes someone else’s rights
• Use technician location, performance or other data to track or harass an individual outside the Customer’s legitimate business operations
• Send marketing or other messages to End Customers through the service without a lawful basis
• Interfere with, disrupt or place an unreasonable burden on the service or its infrastructure
• Probe, scan or test the service’s security, except as agreed in writing with CSP
• Attempt to reverse engineer, decompile or disassemble any part of the platform
• Scrape, harvest or systematically extract data by automated means, except through the documented APIs and webhooks
• Impersonate any person or entity, or misrepresent your affiliation with any person or entity
• Upload, transmit or distribute viruses, malware or other malicious code
• Attempt to gain unauthorized access to other Users’ accounts or other Customers’ data

We reserve the right to suspend or terminate access that violates these Terms. Customers may also block or remove End Customer requests under their own policies.

7. Customer data

The Customer owns its data. Jobs, photos, End Customer information, staff records, settings and other content created in or uploaded to Sentra Scheduler remain the Customer’s property. We do not claim ownership of Customer data.

The Customer is responsible for having the rights and notices it needs to collect End Customer and staff information and to put it in the service.

The Customer grants us a limited license to process, store and transmit its data solely to provide, support and improve the service, as described in our data processing addendum and privacy policy. This license ends when the data is deleted or the Customer’s account is closed.

We do not sell Customer data and do not use it for advertising. The Customer may export its data at any time in standard formats through the platform or by contacting support.

We may collect and use aggregated, anonymized usage statistics (such as feature adoption and platform performance) that cannot be used to identify any specific Customer or individual. Analytics in the office portal, the widget and the technician app are cookie-free, and Customers can turn them off.

8. AI features

Sentra Scheduler uses AI for a few focused jobs: suggesting a job type from a photo or description, the customer chat, chat insights, plain-words and voice search, reply drafts and summaries for office staff, Spanish translation drafts, and the help assistant. These features are subject to the following terms:

• AI suggests; people decide. The chat files a service request only after the End Customer confirms it. Job type suggestions, translations, summaries, reply drafts and search results are aids and should be reviewed by staff before use.
• No guarantee of accuracy. AI output may be wrong or incomplete. CSP does not guarantee the accuracy, completeness or suitability of AI-generated content, including any statement about prices, availability or appointment times. The Customer is responsible for reviewing content before relying on it or sending it.
• Third-party AI provider. AI features send only the text or photo each feature needs to Anthropic (Claude). This processing is governed by that provider’s commercial terms and privacy policy. See our subprocessors list.
• No model training. Customer data is not used to train AI models by CSP or by our AI provider.
• Chat retention. Chat transcripts are kept for 90 days by default, or as set by the Customer. Summaries and counts may be kept after the text is deleted.

9. Technicians and location sharing

• Live technician location is off unless the Customer enables it, and a technician’s location is shared only while that technician turns sharing on in the app.
• Location history is kept per the Customer’s setting (by default, a 7-day trail and the last known position for 24 hours).
• Technician performance reports measure jobs, travel and on-site time. The Customer is responsible for giving its employees and contractors any notice or obtaining any consent required by law, policy or labor agreement, and for using this information in line with those obligations.
• CSP is not responsible for employment, pay or contracting decisions the Customer makes using data from the service.

10. Legal requests for Customer data

If CSP receives a subpoena, court order or other legal demand for Customer data, we will notify the Customer where legally permitted, so it can respond or seek protection, and we will disclose only what we are legally required to disclose.

11. Accessibility

Sentra Scheduler is designed and maintained to conform to the Web Content Accessibility Guidelines (WCAG) 2.1 Level AA, and is checked on every release. See our accessibility page.

Platform accessibility (CSP’s responsibility)

• The request-service widget, office portal and technician app, including navigation, forms, maps and dialogs
• Job tracking pages and email updates generated by Sentra Scheduler
• Reports and exports generated by Sentra Scheduler

Content accessibility (Customer’s responsibility)

• Content the Customer writes. Job type names, questions, knowledge base articles and help text should be clear and descriptive.
• Uploaded files and images. Documents, images and theme assets the Customer adds should meet applicable accessibility standards, including text alternatives and sufficient color contrast in custom themes.
• Embedding. The Customer is responsible for the accessibility of its own website around the embedded widget.
• Reporting issues. Notifying CSP of any accessibility barriers so they can be investigated and fixed.

12. Service level

We target 99.9% platform availability, measured monthly, excluding scheduled maintenance. The service is monitored around the clock with health checks every five minutes. Planned maintenance will be announced at least 48 hours in advance by email and in the product, and scheduled outside business hours whenever possible. Support hours, channels and response targets are described in the Customer’s order form.

We are not liable for interruptions caused by factors outside our reasonable control, including internet connectivity, mobile coverage in the field, third-party provider outages, the Customer’s own systems (such as its website), natural disasters or government actions. During extended unplanned downtime we will provide timely updates on status and expected resolution.

13. Payment terms

• Fees are billed monthly or annually in advance, as stated in the order form. Changes in the number of active field users are reflected on the next invoice, as described in the order form.
• Invoices are due within 30 days unless the order form says otherwise.
• ACH, check and credit card are accepted. Invoices are delivered electronically (PDF by email).
• The Customer is responsible for applicable taxes, other than taxes on CSP’s income.
• If payment is overdue, CSP will give written notice and at least 15 days to pay before suspending service.
• Price changes take effect at the next renewal, with at least 30 days’ written notice, unless the order form says otherwise.
• Setup, onboarding, training, data migration and other one-time services are non-refundable once performed.

14. Term, renewal and cancellation

• The subscription term is stated in the order form. Unless it says otherwise, the subscription renews automatically for successive terms of the same length unless either party gives written notice at least 30 days before the renewal date.
• Either party may terminate for a material breach that is not cured within 30 days of written notice.
• On cancellation or termination, access continues through the end of the paid period. The Customer’s data is then retained for 30 days, during which the Customer may request a full export.
• After that 30-day period, Customer data is permanently deleted from the service, and from backups when they expire (backups are kept for 30 days).
• The Customer may request earlier deletion at any time by contacting support. Deletion is irreversible.

15. Third-party services

Some features rely on services operated by others, including maps and routing (Mapbox and OpenStreetMap), email delivery and sign-in providers, as listed on our subprocessors page. Use of the technician app through Apple’s App Store is also subject to Apple’s terms. Systems the Customer connects through webhooks or the API remain operated by the Customer or its vendors under their own agreements. CSP is not responsible for third-party services the Customer chooses to connect.

16. Intellectual property

CSP owns all rights, title and interest in Sentra Scheduler, including the software, user interface, apps, documentation, APIs and all related intellectual property. These Terms do not grant the Customer any right to use the Sentra Scheduler or CSP name, logo or branding except to identify its use of the service.

The Customer retains full ownership of its data and content. Nothing in these Terms transfers ownership of Customer data to CSP. If you send us suggestions or feedback, we may use them to improve the service without obligation to you.

17. Warranties and disclaimers

CSP warrants that the service will perform materially as described in its documentation during the subscription term. If it does not, CSP will use reasonable efforts to correct the problem; if CSP cannot, the Customer may terminate and receive a pro-rated refund of prepaid fees for the remaining term.

Except as stated above, and to the maximum extent permitted by law, the service is provided “as is” and “as available,” without other warranties of any kind, express or implied, including merchantability, fitness for a particular purpose and non-infringement.

18. Limitation of liability

To the maximum extent permitted by applicable law:

• CSP shall not be liable for any indirect, incidental, special, consequential or punitive damages, including loss of data, loss of revenue or loss of business opportunity, regardless of the cause of action or theory of liability.
• CSP’s total aggregate liability for any claims arising out of or relating to these Terms or the service shall not exceed the total fees the Customer paid to CSP in the twelve (12) months immediately preceding the event giving rise to the claim.
• CSP is not liable for the Customer’s work, its response or lack of response to any request, missed or late appointments, or any injury, damage or loss arising from services the Customer performs.
• CSP is not liable for emergencies reported through Sentra Scheduler instead of 911.
• CSP is not liable for the accuracy of AI-generated content, job type suggestions, translations, reply drafts or route and drive-time estimates. These are assistive tools and should be verified by staff.
• CSP is not liable for the accessibility of content, files or themes authored by the Customer.
• These limitations apply even if CSP has been advised of the possibility of such damages.

19. Governing law

These Terms are governed by the laws of the State of California, without regard to its conflict of law provisions. Any legal action or proceeding arising out of these Terms shall be brought exclusively in the federal or state courts located in Fresno County, California, and you consent to the personal jurisdiction of those courts.

20. Changes to these terms

We may modify these Terms from time to time. If we make material changes, we will notify Customers by email or in-product notice at least 30 days before they take effect, and post the revised Terms here with a new date. Continued use of Sentra Scheduler after the effective date constitutes acceptance of the revised Terms. Changes do not alter a signed agreement during its current term unless the Customer agrees in writing.

21. Contact

Questions about these Terms: