Pilot terms, in plain English.
Solves is an early pilot, and these terms say exactly what that means: what beta status is, what the early-adopter offer costs, and how you cancel and get your data out. No small print designed to trip you up.
These pilot terms sit alongside our general terms, privacy notice and security page, which together govern your use of Solves during the pilot.
The short version
What you are agreeing to
Solves is a working pilot of a UK-first, email-first support desk. You can run real support on it, but it is early software, not a finished, production-hardened platform. These terms explain the trade: early access and early-adopter pricing in return for a little feedback.
We will look after your data, encrypt it at rest, keep access authorised and logs metadata-only, and never sell it. You treat this as a pilot, keep forwarding and backups in place, and tell us when something is wrong. Either side can end the arrangement, and your data stays yours throughout. Nothing here removes your rights under our general terms; read the two together.
Beta status
What "pilot" and "beta" mean here
Beta means the product is genuinely usable but still moving. Expect features to be added, changed or refined while you are on the pilot. We test heavily and encrypt your support content at rest, but we do not promise an uptime figure, a fixed feature set, or that every edge case is handled.
What is shipped today
The pilot covers owned email tickets with assignment, states, priority and tags, public replies and private notes with a hard separation, brand-scoped and organisation-wide saved replies, first-response and resolution SLA timers with a breaching view, multi-brand with per-brand mailboxes and brand-locked sending, guided mailbox setup, Freshdesk import, reports, audit history, team permissions and GBP team-band pricing and plan limits, all encrypted at rest with metadata-only logs.
What is not here yet
Some things are coming, not live: a customer portal, knowledge base, CSAT, custom forms, AI draft replies, CSV export and a developer API are on the roadmap, described as coming, never as shipped. Solves is email-first and stays that way, so there is no live chat, phone, WhatsApp or social inbox, by design. You will not see claims of guaranteed delivery, formal compliance certification or enterprise-grade assurances here.
Sending stays gated until your mailbox checks pass
During the pilot, live sending for a brand is blocked until that brand's mailbox is verified with the plain-English DNS steps, or a founder override is recorded. This protects your sender reputation and stops a misconfigured brand replying before it is ready.
The offer
Pilot and early-adopter pricing
There are two honest ways to start: a Starter for small teams, and a paid early-adopter pilot for teams ready to run real support. Both are GBP, ex VAT.
The Starter is GBP 29, for small teams. It covers 3 users, 1 brand, 1 mailbox and 1,000 tickets a month, on outbound replies. It is paid from the start, not free forever. The early-adopter offer is for teams ready to commit: the first 20 paid customers get Team at GBP 49 a month for 6 months, then GBP 79, in return for a short testimonial or honest feedback, plus setup help, saved-reply migration where we can, and guided mailbox setup.
| Starter | GBP 29. 3 users, 1 brand, 1 mailbox, 1,000 tickets/month, No free tier; built for small teams. |
|---|---|
| Early-adopter Team | GBP 49/month for 6 months, then GBP 79/month. First 20 paid customers only. |
| Standard tiers | Starter GBP 29, Team GBP 79, Growth GBP 149, Agency/MSP GBP 299, all per month, ex VAT. |
| Annual billing | Paying annually gives twelve months for ten against the monthly rate. |
The early-adopter rate is a genuine introductory price, not a permanent discount: after your first 6 months on Team you move to GBP 79 a month, and we will tell you before that happens. Once the first 20 places fill, the offer closes. You can change plan or cancel at any time.
Your side of the deal
What we ask of pilot customers
A little feedback
A short testimonial or honest feedback is the only thing we ask in return for the early-adopter price.
Keep a safety net
Keep your forwarding and your own backups in place, and run Solves alongside your current inbox until you are confident.
Verify your mailboxes
Complete the guided mailbox checks for each brand. Sending stays gated until a brand is verified, so this unlocks real replies.
Reasonable use
Use Solves for genuine support work within your plan band, never for unsolicited or unlawful mail.
Look after access
Keep your logins and team permissions tidy. You control who can see and reply to which brands.
Patience with change
A pilot moves: features can change and the odd rough edge is expected. Flag anything broken.
Leaving
Cancellation, export and data handling
You are not locked in. Cancel from billing at any time and your subscription stops at the end of the current period, with no further charges. Cancelling does not wipe your workspace straight away, so you have a window to take your data before it is closed. Your tickets, contacts and private notes belong to you, and while built-in export is still being finished, we will help you extract them on request and never hold them hostage.
How your data is handled
All customer support content is encrypted at rest with per-organisation keys, access is authorised only, and our logs are metadata-only, so message bodies, email addresses and payloads do not reach them. We do not sell your data or use your customers' support content to train models. Solves is built for UK SMEs and targets the WCAG 2.2 AA accessibility standard. Full detail lives on the security and privacy pages, which form part of these terms.
Treat the pilot as a pilot
This is early software without an uptime or compliance guarantee, so do not rely on it as your only copy of critical data. If something looks wrong, pause live sending and tell us, and we will help you put it right.
FAQ
Pilot terms, answered
Is Solves production-ready?
Not yet. It is a pilot build that real teams can run for genuine support, but it is still early. Features can change, the occasional rough edge is expected, and you should keep your own backups and forwarding in place. A pilot is a pilot, not a finished platform with availability or compliance guarantees.
What does the early-adopter offer include?
The first 20 paid customers get Team at GBP 49 a month for 6 months, then GBP 79, in exchange for a short testimonial or honest feedback. It includes setup help, saved-reply migration where we can, and guided mailbox setup. Pricing is GBP, ex VAT.
Can I cancel during the pilot?
Yes. The pilot has no lock-in. Cancel from billing and your subscription stops at the end of the current period, with no further charges. You then have a window to export or move what you need before your workspace is closed.
Can I get my data out if I leave?
Yes. Your tickets, contacts and notes are yours. While built-in export is still being finished, we will help you extract your data on request, and we never hold it hostage.
Will the early-adopter price really go up?
Yes, and we say so plainly. Team is GBP 49 a month for your first 6 months, then GBP 79, the standard rate. You will know the renewal price before it applies, and you can cancel or change plan at any time.
Ready to join the pilot?
Take an early-adopter place while they last, or start at £29 to try Solves first.