Terms of Use

1. Who can use Weaverbird Help Desk

Weaverbird Help Desk is built for schools, school districts and the people who work with them: IT administrators and technicians, teachers and staff. You must be at least 18 years old, or the age of majority where you live, to create an account. The Service is not intended for students.

2. Accounts

Your school or district decides who gets an account and what they can see. Keep your sign-in details private, and tell your school and us at hello@weaverbirdworks.com if you think someone else has used your account. You are responsible for what happens under your account.

3. Subscriptions and the free month

• Plans. Schools and districts pay a monthly price based on their number of campuses, as shown on our website and at sign-up. Teachers and staff never pay to use Weaverbird Help Desk.
• Free month. New subscriptions start with one free month. If you don’t cancel before it ends, your plan’s monthly price is charged to the payment method you gave at sign-up, and each month after that until you cancel. One free month per organization, unless we agree otherwise in writing.
• Texts and calls. Emails are included in every plan. Text messages and automated phone calls sent through Weaverbird Help Desk are charged as they go out: 2¢ per text segment and 8¢ per call, in US dollars. A segment is up to 160 characters (up to 70 if the text contains characters such as emoji); a longer text is billed as the number of segments it takes, as phone carriers count it. Each month’s texts and calls are added to your next monthly bill (or invoiced on their own if your subscription has ended). Only texts and calls that our providers accept count; nothing is charged for messages that aren’t sent. Your current month’s count is shown in Settings. The free month covers your plan’s price; texts and calls sent during it are billed on your first monthly bill, unless an offer says otherwise.
• Special offers. We may offer some organizations a longer free period or other special terms, such as our Founding Member program (3 months free, including up to 500 text segments and 100 calls each month during those months; anything past that is billed as usual). An offer applies only once we confirm it to you in writing, which includes by email, and it replaces the standard free month for that organization. When the offer ends, your plan’s regular monthly price applies unless you cancel first. If an offer’s written terms differ from these Terms, the offer’s terms control for that offer.
• Commitment, renewal and cancellation. Plans renew monthly. The first 3 paid months after you sign up (after any free period) are a commitment: if you cancel during them, your plan stays on and is billed through the end of the third paid month. Canceling during a free period ends your plan when that period ends, with nothing charged. After the commitment, you can cancel anytime, and cancellation takes effect at the end of the current month. Fees already paid are not refunded except where the law requires.
• Plan size. If your number of campuses grows past your plan, we may move you to the right plan with notice.
• Price changes and your price lock. Our prices are subject to change. The price you sign up at is locked for 12 months from sign-up. If our prices change, we will give at least 30 days’ notice before the new price applies to you, and it applies only after your lock ends. Canceling ends your price lock, even if you later undo the cancellation or sign up again: from then on you pay the price at that time, and a new sign-up starts a new 12-month lock and 3-month commitment.
• Payments. Payments are processed by Stripe. We don’t store full card numbers.

4. Acceptable use

You agree not to:

• copy, modify, resell, or make the Service available to anyone outside your organization;
• reverse engineer the Service or try to get its source code, except where the law allows it despite this limit;
• scrape or extract content by automated means, or use the Service to build a competing product;
• get around security or access limits, or disrupt the Service;
• upload unlawful, harmful or misleading content, or information you don’t have the right to share;
• upload more student information than the Service needs (it is built for staffing records, not student records);
• put sensitive or inappropriate information in a support request, screenshot or screen recording, such as anything about a student, health or medical details, Social Security, driver’s license, bank or card numbers, or passwords (the Support Acceptable Use rules in Send to support explain this, and admins agree to them before their first request); or
• use the Service to send messages that break any law.

We may suspend accounts that break these rules.

5. Ownership

Weaverbird Help Desk owns the Service, including its software, design, text, and the Weaverbird Help Desk name and logo. We give you a limited, non-transferable right to use the Service while your account is active. See our Legal notices for copyright and trademark details.

6. Your content

Your school or district owns the information it and its people put into Weaverbird Help Desk, such as tickets, replies, device records and staff lists. We use it only to provide and support the Service, as our Privacy Policy describes. If you send us ideas or suggestions, we may use them without owing you anything.

Downloads and exports. Administrators can download reports and lists. Before their first download, each administrator agrees to Weaverbird Help Desk’ Data Export Agreement. Once a file is downloaded it is outside Weaverbird Help Desk: your school or district owns it and is responsible for it, and the administrator who downloaded it is responsible for it on your behalf. That means keeping exported information accurate and complete (not changing figures and presenting them as Weaverbird Help Desk’ records, and making clear any changes made to a file), using it only for your school’s work, storing and sharing it only as your policies allow, and deleting it when it’s no longer needed. A download is a snapshot; Weaverbird Help Desk remains the current record. Weaverbird Help Desk records each download (who, when and what it contained) and shows those records to your administrators. Weaverbird Help Desk is not responsible for files after they are downloaded.

7. Texts, calls and quiet hours

Staff can choose to get texts and automated calls from their district through Weaverbird Help Desk, such as updates on tickets they sent. Our Text and call terms explain how this works and how to stop it at any time.

Quiet hours. You can set times when nothing reaches you. Emails, texts and calls that would be sent then aren’t sent; they’re kept in the app for you as missed notifications for 90 days. Security messages, such as sign-in alerts and password resets, always come through. Urgent alerts come through unless you turn that off. Texts and calls are only ever sent to people who chose them themselves; no one else can choose them for you.

8. One sign-in and connected apps

Weaverbird Help Desk is one of the Weaverbird Works apps. If your district uses more than one, you can sign in once at app.weaverbirdworks.com and move between them; each app still decides what you can see and do in it. Your to-dos from each app can be shown together there.

Your district can connect its Weaverbird Works apps to each other. When it does, information it chooses to share moves between them, for example the answers to a form in Weaverbird Builder (the person’s name, email, answers and an approver’s note) arriving here as a ticket, with its status sent back. It moves only between your own district’s apps, only for what the district sets up, and stays your district’s information, as our Privacy Policy describes.

9. Your agreements, and asking us to review one

• We keep a record. When you accept these Terms, choose texts or calls, or sign an agreement in Weaverbird Help Desk, we record who agreed, to which version, and when, and keep that record even after it’s replaced, so there is proof of what was agreed. Your district’s administrators can see who in the district has agreed to what.
• Contesting an agreement. If an administrator believes someone’s agreement is wrong, for example that a person never meant to choose texts, they can contest it and say why. While we review it, what the agreement allows is paused: texts or calls to that person stop entirely. A contested acceptance of these Terms stays in place until it’s settled.
• Nothing is undone until your district agrees. We tell the administrator what we found, what has been done under the agreement so far, and exactly what would be turned off. Only when an administrator agrees to all of it, by signing with their name, is it applied: for example, the person’s texts or calls choice is turned off (they can choose again themselves later), or, for these Terms, their account is turned off until they accept again. If we don’t uphold a contest, the agreement stands and anything paused comes back on.
• Signing your district up. The acceptance made when your district signed up can’t be contested; it ends only when your district cancels its subscription.

10. Tickets and devices

• The district runs its IT. Your school or district decides who works tickets, how devices are bought, assigned, repaired and retired, and its own technology and acceptable use policies. Weaverbird Help Desk records and organizes that work; it doesn’t fix devices, run your network or make those decisions.
• Records reflect what is entered. Ticket details, device records, statuses, warranty dates and response times are only as accurate as what your district and its people put in. Device history can’t be edited or deleted; a mistake is fixed by adding a correction.
• What goes in a ticket. Tickets are for describing IT problems. Don’t put passwords or sign-in codes, student records, grades or anything about a student, health details, or Social Security, bank or card numbers in a ticket, a reply or a note.

11. Disclaimers

We work hard to keep Weaverbird Help Desk running and accurate, but the Service is provided “as is” and “as available.” We don’t promise that every message will arrive, or that the Service will always be available or error-free. Schools remain responsible for their technology, devices and data, and for meeting their own legal obligations.

12. Limitation of liability

To the fullest extent the law allows, Weaverbird Help Desk is not liable for indirect, incidental, special, consequential or punitive damages, or for lost profits or data. Our total liability for any claim about the Service is limited to the amount you paid us in the 12 months before the claim, or $100 if you paid nothing. Some places don’t allow these limits, so they may not apply to you.

13. Changes and contact

We may update these terms. If a change is significant, we’ll post it here, tell account owners by email before it takes effect, and ask everyone to accept the new version the next time they sign in. Questions? Email hello@weaverbirdworks.com.