Last updated: April 21, 2026
These Terms of Service (“Terms”) govern your access to and use of NovaDesk ITSM (the “Service”), provided by TDX TRANSFORMACION DIGITAL S.A.S., a Colombian simplified joint-stock company with Tax ID (NIT) 901.650.655-0 and registered office at Calle 61 #56-51, Medellín, Colombia (“TDX”, “we”, “us”). By creating an account, subscribing, or otherwise using the Service, you agree to be bound by these Terms.
1. The Service
NovaDesk ITSM is a cloud-based IT Service Management platform that includes ticketing, knowledge base, problem and change management, workflow automation, AI-assisted operations, and customer portal features. The Service is provided on a subscription basis.
2. Eligibility and Account
You must be at least 18 years old and legally capable of entering into contracts to use the Service. You are responsible for all activity that occurs under your account and for safeguarding your credentials. You must notify us promptly at support@tdxcore.com of any unauthorized access or security incident.
3. Subscriptions, Plans, and Billing
- Prices are displayed in US Dollars (USD) on our Pricing page and may be adjusted with at least 30 days' notice for existing subscriptions.
- Subscriptions renew automatically at the end of each billing period unless canceled before renewal.
- Applicable taxes (VAT, sales tax, IVA) are added at checkout or handled by our Merchant of Record, where applicable.
- Upgrades take effect immediately with prorated billing. Downgrades take effect at the end of the current billing period.
4. Free Plan
The Free plan is provided “as is” for evaluation and small teams, subject to usage limits (agents, tickets, AI Resolutions). We may modify, restrict, or discontinue the Free plan at any time with reasonable notice.
5. Acceptable Use
You agree not to:
- Use the Service to store, send, or process unlawful, defamatory, harassing, infringing, or otherwise harmful content.
- Reverse-engineer, decompile, or attempt to derive the source code of the Service, except to the extent permitted by mandatory law.
- Use automated means (scrapers, bots) to access the Service other than through the documented public API, subject to its rate limits.
- Resell, sublicense, or white-label the Service without prior written authorization (Enterprise plans only).
- Attempt to circumvent security features, bypass usage limits, or interfere with other users' use of the Service.
6. Customer Data
You retain all rights, title, and interest in the data you submit to the Service (“Customer Data”). You grant TDX a limited, worldwide, non-exclusive license to host, process, and display Customer Data solely to provide and improve the Service. We will process personal data in accordance with our Privacy Policy.
7. Intellectual Property
The Service, including software, design, trademarks, and documentation, is owned by TDX and its licensors and is protected by copyright, trademark, and other intellectual property laws. No rights are granted except those expressly set out in these Terms.
8. AI Features
The Service includes AI-powered features that generate outputs based on Customer Data and third-party foundation models. AI outputs may be inaccurate or incomplete; you are responsible for reviewing and validating them before acting. We do not use your Customer Data to train third-party foundation models.
9. Service Level
We target an uptime of 99.5% for paid plans and 99.9% for Enterprise plans, measured monthly, excluding scheduled maintenance and causes beyond our reasonable control. Specific SLA credits, if any, are defined in the applicable order form.
10. Support
Support is provided via support@tdxcore.com. Response times depend on the plan (community for Free, business hours for Starter/Pro, dedicated for Enterprise).
11. Refunds and Cancellation
Our refund terms are described in our Refund Policy. You may cancel your subscription at any time from the billing page; the subscription will remain active until the end of the current billing period.
12. Suspension and Termination
We may suspend or terminate your access if you materially breach these Terms, fail to pay, or engage in conduct that risks harm to other users, the Service, or third parties. Upon termination, your right to use the Service ends immediately; you will be able to export your Customer Data for 30 days before deletion.
13. Disclaimer
THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE”, WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, TO THE MAXIMUM EXTENT PERMITTED BY LAW.
14. Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, TDX'S AGGREGATE LIABILITY ARISING OUT OF OR RELATED TO THESE TERMS WILL NOT EXCEED THE AMOUNTS PAID BY YOU TO TDX IN THE 12 MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM. TDX WILL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, OR CONSEQUENTIAL DAMAGES.
15. Indemnification
You agree to defend and indemnify TDX against any claims arising from your breach of these Terms, your violation of applicable laws, or your Customer Data.
16. Changes to the Terms
We may update these Terms from time to time. Material changes will be announced at least 30 days in advance. Continued use of the Service after the effective date constitutes acceptance.
17. Governing Law and Jurisdiction
These Terms are governed by the laws of the Republic of Colombia. Any dispute not resolved amicably will be submitted to the competent courts of Medellín, Antioquia, Colombia, without prejudice to any mandatory consumer protection rights you may have in your country of residence.
18. Contact
Questions about these Terms can be directed to hello@tdxcore.com or by postal mail at the address listed above.