Terms of Use

Effective Date: July 2025

Welcome to PilotSuite. These Terms of Use ("Terms") govern your use of our website (https://pilotsuite.design) and applications developed under the PilotSuite brand, including but not limited to PantryPilot, CampusPilot, NetworkPilot, SupportPilot, and other PilotSuite software ("Services"). By accessing or using any part of our Services, you agree to these Terms. If you do not agree, please do not use the Services.

1. Use of Services

• You may use our Services for lawful purposes only.
• You agree not to misuse, copy, reverse engineer, or disrupt any part of our services or infrastructure.
• We reserve the right to suspend access to any Service without notice if misuse or abuse is detected.

2. Intellectual Property

All content, branding, logos, and code associated with PilotSuite are owned by us or our licensors. You may not use any of these materials without our express written consent.

3. Accounts and Access

• Some Services (e.g. NetworkPilot, SupportPilot) may require registration or authentication.
• You are responsible for keeping your credentials secure and confidential.
• We reserve the right to terminate accounts in cases of violation or abuse.

4. Limitation of Liability

To the maximum extent permitted by law, PilotSuite shall not be liable for any indirect, incidental, or consequential damages arising out of or in connection with your use of our Services.

5. Changes to These Terms

We may modify these Terms from time to time. Changes will be posted on this page with an updated effective date. Your continued use of our Services after any such changes constitutes your acceptance of the new Terms.

6. Contact

If you have any questions about these Terms, contact us at pilotsuite.admin@pilotsuite.design.

7. SupportPilot-Specific Disclosures

SupportPilot is a workflow and communication tool designed for managed service providers (MSPs) to create, manage, and organize support tickets. PilotSuite LLC does not provide IT services, does not act on support tickets, and does not review or monitor information entered by MSPs, clients, or end users.

7.1 MSP Responsibility

All data, ticket content, configuration choices, user actions, and workflows connected to an MSP’s SupportPilot implementation are solely the responsibility of that MSP. MSPs are responsible for:

• managing their own users,
• ensuring data entered into SupportPilot complies with their internal policies,
• verifying ticket content before acting on it,
• complying with any client-specific data handling requirements.

PilotSuite LLC is not responsible for how MSPs or their clients use the software.

7.2 No Medical or Clinical Use

SupportPilot is not a medical system and is not designed for patient management, clinical documentation, treatment decisions, or healthcare operations. It is a general-purpose ticketing tool for IT services.

7.3 PHI and HIPAA Disclaimer

SupportPilot is not intended for the transmission, storage, management, or processing of Protected Health Information (PHI) under the Health Insurance Portability and Accountability Act (HIPAA). PilotSuite LLC:

• does not act as a Business Associate,
• does not enter into Business Associate Agreements (BAAs),
• does not assume responsibilities under HIPAA,
• does not access, process, or monitor ticket content.

Any PHI or patient-related information entered into SupportPilot is done solely at the discretion and responsibility of the MSP, clinic, or end user who submits such data. These entities remain fully responsible for HIPAA compliance.

7.4 Accuracy of Voice Transcription and Automation

SupportPilot may provide automated features such as speech-to-text transcription or ticket classification. These features may produce inaccuracies. Users must verify ticket details before acting on them. PilotSuite LLC is not liable for actions taken based on misinterpreted or inaccurate data.

7.5 No Critical Monitoring or Alerting

SupportPilot is not a real-time monitoring, emergency alerting, or mission-critical notification system. Delays or outages may occur. PilotSuite LLC is not responsible for missed alerts, downtime, or service disruptions.