Updated: 2018-12-17

Terms of Service

By using the Remote Team (“Service”), you are agreeing to be bound by the following terms and conditions (“Terms of Service”). Remote Team Inc. (“Company”) reserves the right to update and change these Terms of Service without notice. Violation of any of the terms below may result in the termination of your account.

Account Terms

You are responsible for maintaining the security of your account and password. The Company cannot and will not be liable for any loss or damage from your failure to comply with this security obligation.
You are responsible for all content posted and activity that occurs under your account (even when content is posted by others who have their own logins under your account).
You may not use the Service for any illegal purpose or to violate any laws in your jurisdiction (including but not limited to copyright laws).
You must provide your legal full name, a valid email address, and any other information requested in order to complete the signup process.
Your login may only be used by one person – a single login shared by multiple people is not permitted. You may create separate logins for as many people as you’d like.
You must be a human. Accounts registered by “bots” or other automated methods are not permitted.

API Terms

Customers may access their Service data via the Application Program Interface (“API”). Any use of the API, including use of the API through a third-party product that accesses the Service, is bound by the terms of this agreement plus the following specific terms:

You expressly understand and agree that the Company shall not be liable for any damages or losses resulting from your use of the API or third-party products that access data via the API.
Abuse or excessively frequent requests to the Service via the API may result in the temporary or permanent suspension of your account’s access to the API. The Company, in its sole discretion, will determine abuse or excessive usage of the API. The Company will make a reasonable attempt via email to warn the account owner prior to suspension.

Payment, Refunds, Upgrading and Downgrading Terms

The Service is offered with a free trial for 30 days. If you need more than 30 days, you will only be able to continue using the Service by paying in advance for additional usage. If you fail to pay for additional usage, your account will be frozen and inaccessible until payment is made.
For any upgrade or downgrade in plan level, will result in the new rate being charged at the next billing cycle. There will be no prorating for downgrades in between billing cycles.
Downgrading your Service may cause the loss of features or capacity of your account. The Company does not accept any liability for such loss.
All fees are exclusive of all taxes, levies, or duties imposed by taxing authorities, and you shall be responsible for payment of all such taxes, levies, or duties, excluding only United States (federal or state) taxes. Where required, The Company will collect those taxes on behalf of taxing authority and remit those taxes to taxing authorities.
Refunds are processed according to our fair refund policy.

Cancellation and Termination

You are solely responsible for properly canceling your account. An email or phone request to cancel your account is not considered cancellation. You can cancel your account at any time by clicking on the Account link in the global navigation bar at the top of the screen. The Account screen provides a simple no-questions-asked cancellation link.
All of your content will be inaccessible from the Service immediately upon cancellation. Within 30 days, all content will be permanently deleted from backups and logs. This information can not be recovered once it has been permanently deleted.
If you cancel the Service before the end of your current paid up month, your cancellation will take effect immediately, and you will not be charged again. But there will not be any prorating of unused time in the last billing cycle.
The Company, in its sole discretion, has the right to suspend or terminate your account and refuse any and all current or future use of the Service for any reason at any time. Such termination of the Service will result in the deactivation or deletion of your Account or your access to your Account, and the forfeiture and relinquishment of all content in your account. The Company reserves the right to refuse service to anyone for any reason at any time.

Modifications to the Service and Prices

The Company reserves the right at any time and from time to time to modify or discontinue, temporarily or permanently, any part of the Service with or without notice.
Prices of all Services are subject to change upon 30 days notice from us. Such notice may be provided at any time by posting the changes to the web site or the Service itself.
The Company shall not be liable to you or to any third party for any modification, price change, suspension or discontinuance of the Service.

Copyright and Content Ownership

All content posted on the Service must comply with U.S. copyright law.
We claim no intellectual property rights over the material you provide to the Service. All materials uploaded remain yours.
The Company does not pre-screen content, but reserves the right (but not the obligation) in their sole discretion to refuse or remove any content that is available via the Service.
The look and feel of the Service is copyright© of the Company. All rights reserved. You may not duplicate, copy, or reuse any portion of the HTML, CSS, JavaScript, or visual design elements without express written permission from the Company.

General Conditions

Your use of the Service is at your sole risk. The service is provided on an “as is” and “as available” basis.
Technical support is only provided via email.
You understand that the Company uses third party vendors and hosting partners to provide the necessary hardware, software, networking, storage, and related technology required to run the Service.
You must not modify, adapt or hack the Service.
You must not modify another website so as to falsely imply that it is associated with the Service or the Company.
You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service without the express written permission by the Company.
We may, but have no obligation to, remove content and accounts that we determine in our sole discretion are unlawful or violates any party’s intellectual property or these Terms of Service.
Verbal, physical, written or other abuse (including threats of abuse or retribution) of any Service customer, Company employee or officer will result in immediate account termination.
You understand that the technical processing and transmission of the Service, including your content, may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices.
We reserve the right to temporarily disable your account if your usage significantly exceeds the average usage of other Service customers. Of course, we’ll reach out to the account owner before taking any action except in rare cases where the level of use may negatively impact the performance of the Service for other customers.
The Company does not warrant that (i) the service will meet your specific requirements, (ii) the service will be uninterrupted, timely, secure, or error-free, (iii) the results that may be obtained from the use of the service will be accurate or reliable, (iv) the quality of any products, services, information, or other material purchased or obtained by you through the service will meet your expectations, and (v) any errors in the Service will be corrected.
You expressly understand and agree that the Company shall not be liable for any direct, indirect, incidental, special, consequential or exemplary damages, including but not limited to, damages for loss of profits, goodwill, use, data or other intangible losses (even if the Company has been advised of the possibility of such damages), resulting from: (i) the use or the inability to use the service; (ii) the cost of procurement of substitute goods and services resulting from any goods, data, information or services purchased or obtained or messages received or transactions entered into through or from the service; (iii) unauthorized access to or alteration of your transmissions or data; (iv) statements or conduct of any third party on the service; (v) or any other matter relating to the service.
The failure of the Company to exercise or enforce any right or provision of the Terms of Service shall not constitute a waiver of such right or provision. The Terms of Service constitutes the entire agreement between you and the Company and govern your use of the Service, superceding any prior agreements between you and the Company (including, but not limited to, any prior versions of the Terms of Service).
Questions about the Terms of Service should be sent to support@remoteteam.com

Any new features that augment or enhance the current Service, including the release of new tools and resources, shall be subject to the Terms of Service. Continued use of the Service after any such changes shall constitute your consent to such changes.

Last updated: 2018-12-19

RemoteTeam privacy policy

The privacy of your data — and it is your data, not ours! — is a big deal to us. We’ll only ever access your account to help you with a problem or squash a software bug. We’ll never open any uploaded files unless you ask us to. We log all access to all accounts by IP address, so we can always verify that no unauthorized access has happened for as long as the logs are kept.

Identity & access

When you sign up for RemoteTeam, we ask for your name, company name, and email address. That’s just so you can personalize your new account, and we can send you invoices, updates, or other essential information. We’ll never sell your personal info to third parties, and we won’t use your name or company in marketing statements without your permission, either.

When you write RemoteTeam with a question or to ask for help, we’ll keep that correspondence, and the email address, for future reference. When you browse our marketing pages, we’ll track that for statistical purposes (like conversion rates and to test new designs). We also store any information you volunteer, like surveys, for as long as it makes sense.

The only times we’ll ever share your info:

To provide products or services you’ve requested, with your permission. List of third-party services we use.
To investigate, prevent, or take action regarding illegal activities, suspected fraud, situations involving potential threats to the physical safety of any person, violations of our Terms of Service, or as otherwise required by law.
If RemoteTeam is acquired by or merged with another company — we don’t plan on that, but if it happens — we’ll notify you well before any info about you is transferred and becomes subject to a different privacy policy.

Your Rights With Respect to Your Information

You may have heard about the General Data Protection Regulation (“GDPR”) in Europe. GDPR gives people under its protection certain rights with respect to their personal information collected by us on the Site. Accordingly, RemoteTeam recognizes and will comply with GDPR and those rights, except as limited by applicable law. The rights under GDPR include:

Right of Access. This includes your right to access the personal information we gather about you, and your right to obtain information about the sharing, storage, security and processing of that information.
Right to Correction. This is your right to request correction of your personal information.
Right to Erasure. This is your right to request, subject to certain limitations under applicable law, that your personal information be erased from our possession (also known as the “Right to be forgotten”). However, if applicable law requires us to comply with your request to delete your information, fulfillment of your request may prevent you from using RemoteTeam services and may result in closing your account.
Right to Complain.You have the right to make a complaint regarding our handling of your personal information with the appropriate supervisory authority.
Right to Restrict Processing.This is your right to request restriction of how and why your personal information is used or processed.
Right to Object.This is your right, in certain situations, to object to how or why your personal information is processed.
Right to Portability.This is your right to receive the personal information we have about you and the right to transmit it to another party.
Right to not be subject to Automated Decision-Making.This is your right to object and prevent any decision that could have a legal, or similarly significant, effect on you from being made solely based on automated processes. This right is limited, however, if the decision is necessary for performance of any contract between you and us, is allowed by applicable European law, or is based on your explicit consent.

Many of these rights can be exercised by signing in and directly updating your account information. If you have questions about exercising these rights or need assistance, please contact our support team.

Processors we use

As part of the services we provide, and only to the extent necessary, we may use certain third party processors to process some or all of your personal information. For identification of these processors, and where they are located, please see our Subprocessor listing. We have signed appropriate data processing contracts that comply with GDPR with each processor.

Law enforcement

RemoteTeam won’t hand your data over to law enforcement unless a court order says we have to. We flat-out reject requests from local and federal law enforcement when they seek data without a court order. And unless we’re legally prevented from it, we’ll always inform you when such requests are made.

Security & Encryption

All data is encrypted via SSL/TLS when transmitted from our servers to your browser. The database backups are also encrypted. Data isn’t encrypted while it’s live in our database (since it needs to be ready to send to you when you need it), but we go to great lengths to secure your data at rest—you can read more about that on our security page. For more information about how we keep your information secure, please review our security overview.

Deleted data

When you cancel your account, we’ll ensure that nothing is stored on our servers past 30 days. Anything you delete on your account while it’s active will also be purged within 30 days (up until then it’s available in the trash can).

EU-US and Swiss-US Privacy Shield policy

See our EU-US and Swiss-US Privacy Shield policy.

Location of Site and Data

This Site is operated in the United States. If you are located in the European Union or elsewhere outside of the United States, please be aware that any information you provide to us will be transferred to the United States. By using our Site, participating in any of our services and/or providing us with your information, you consent to this transfer.

Changes & questions

RemoteTeam may update this policy once in a blue moon — we’ll notify you about significant changes by emailing the account owner or by placing a prominent notice on our site. You can access, change or delete your personal information at any time by contacting our support team. Questions about this privacy policy? Please get in touch and we’ll be happy to answer them!

The EU General Data Protection Regulation (GDPR) comes into effect on May 25, 2018.

If you’re based in the EU or do business in the EU, yeah! GDPR has a long reach. If you have any EU personal data in your Remote Team account, such as names, email addresses, ID numbers, or… anything personally identifiable, then GDPR applies. You are a Controller of personal data under GDPR, so you need to enter into GDPR-compliant data processing agreements with any online services and third party vendors you rely on, including Remote Team. These agreements are commonly called a Data Processing Addendum, or DPA.

Data Processing Addendum

Contracts required! Processing EU personal data must be governed by a GDPR-compliant contract. We provide a standard Remote Team’s Data Processing Addendum (DPA) to extend GDPR privacy principles, rights, and obligations everywhere personal data is processed.

✍️ Remote Team’s Sign the DPA online here.

Remote Team participates in the EU-US and Swiss-US Privacy Shield Framework to safeguard the transfer of personal data to the US, meeting the GDPR requirement for adequate data protection laws.

Subprocessors

RemoteTeam uses third party subprocessors, such as cloud computing providers and customer support software, to provide our services. We enter into GDPR-compliant data processing agreements with each subprocessor, and require the same of them. List of our subprocessors is below.

Last updated: May 24, 2018

Remote Team EU-US and Swiss-US Privacy Shield policy

The privacy of your data, and it is your data, not ours! This is important for us. The only time we’ll access your account is to help you with a problem or squash a software bug. We’ll never open any uploaded files unless you ask us to. We log all access to all accounts by IP address, so we can always verify that no unauthorized access has occurred for as long as the logs are kept.

This policy applies to personal data from the European Union and from Switzerland that is collected, used, and retained by us in the United States.

Identity & Access

When you sign up for Remote Team, we ask for your name, company name, and email address. That’s just so you can personalize your new account, and we can send you invoices, updates, or other essential information. We’ll never sell your personal info to a third party, and we won’t use your name or company in marketing statements without your permission either.

You always have the right to access the personal information we store about you. And, if you wish to further limit our use of your personal information, please contact Sahika Konuk at privacyshield@remoteteam.com.

Users of Remote Team can store any type of information in Remote Team, but Remote Team does not access or share that data, and does not know what type of data you or other users are storing. The data is only used by the account owner and invited users as they intend to use it.

When you write Remote Team with a question or to ask for help, we’ll keep that correspondence, and the email address, for future reference. When you browse our marketing pages, we’ll track that for statistical purposes (like conversion rates and to test new designs). We also store any information you volunteer, like surveys, for as long as it makes sense.

The only times we’ll ever share your info:

To provide products or services you’ve requested, with your permission.
To investigate, prevent, or take action regarding illegal activities, suspected fraud, situations involving potential threats to the physical safety of any person, violations of our Terms of Service, or as otherwise required by law.
If Remote Team is acquired by or merged with another company (we don’t plan on that, but if it happens), we’ll notify you well before any info about you is transferred and becomes subject to a different privacy policy.

Remote Team does not share individual’s personal data with non-agent third parties. If this policy changes in the future, we will notify individuals and provide them with an opportunity to opt-out of having their data shared.

Your Rights With Respect to Your Information

You may have heard about the General Data Protection Regulation (“GDPR”) in Europe. GDPR gives people under its protection certain rights with respect to their personal information collected by us on the Site. Accordingly, Remote Team recognizes and will comply with GDPR and those rights, except as limited by applicable law. The rights under GDPR include:

Right of Access. This includes your right to access the personal information we gather about you, and your right to obtain information about the sharing, storage, security and processing of that information.
Right to Correction. This is your right to request correction of your personal information.
Right to Erasure. This is your right to request, subject to certain limitations under applicable law, that your personal information be erased from our possession (also known as the “Right to be forgotten”). However, if applicable law requires us to comply with your request to delete your information, fulfillment of your request may prevent you from using Remote Team services and may result in closing your account.
Right to Complain. You have the right to make a complaint regarding our handling of your personal information with the appropriate supervisory authority.
Right to Restrict Processing. This is your right to request restriction of how and why your personal information is used or processed.
Right to Object. This is your right, in certain situations, to object to how or why your personal information is processed.
Right to Portability. This is your right to receive the personal information we have about you and the right to transmit it to another party.
Right to not be subject to Automated Decision-Making. This is your right to object and prevent any decision that could have a legal, or similarly significant, effect on you from being made solely based on automated processes. This right is limited, however, if the decision is necessary for performance of any contract between you and us, is allowed by applicable European law, or is based on your explicit consent.

Processors we use

As part of the services we provide, and only to the extent necessary, we may use certain third party processors to process some or all of your personal information. For identification of these processors, and where they are located, please see our Subprocessor list below. We have signed appropriate data processing contracts that comply with GDPR with each processor.

Remote Team uses third party subprocessors, such as cloud computing providers and customer support software, to provide our services. We enter into GDPR-compliant data processing agreements with each subprocessor, extending GDPR safeguards everywhere personal data is processed.

Subprocessors:

Third Party Service Purpose Entity Country Website

Segment General Analytics USA http://www.segment.com
Hotjar Customer Analytics as a Service USA https://hotjar.com/
Woopra Customer Analytics USA https://www.woopra.com
Google Analytics General Analytics USA http://www.google.com/analytics
Clearbit Customer Information API USA https://clearbit.com/
SendGrid Transactional Email USA https://www.sendgrid.com/
Stripe Payment Services USA https://stripe.com
Amazon CloudFront Content Delivery Network USA http://aws.amazon.com/cloudfront/
New Relic Performance Monitoring USA http://newrelic.com
Amazon S3 Cloud Storage USA http://aws.amazon.com/s3
Intercom Engagement/Lifecycle Marketing USA https://www.intercom.io
Amplitude Mobile Analytics USA https://amplitude.com/
FullStory User Feedback as a Service USA https://www.fullstory.com/

Law Enforcement

While we may be required to disclose your personal information in response to a lawful request by public authorities, including to meet national security or law enforcement requirements, Remote Team won’t otherwise hand your data over to law enforcement unless a court order says we have to. We flat-out reject such requests from local and federal law enforcement when they seek data without a court order. And unless we’re legally prevented from it, we’ll always inform you when such requests are made.

Security & Encryption

For more information about how we keep your information secure, please review our security overview.

Cookies

In order to improve our services and the website, and provide more convenient, relevant experiences to you, we and our vendors may use “cookies”, “web beacons”, and similar devices to track your activities.

Third Parties

You understand that Remote Team uses third party vendors and hosting partners to provide the necessary hardware, software, networking, storage, and related technology required to provide you with our services. A current list of vendors is available upon request.

In cases of onward transfer to these third parties for data of EU or Swiss individuals received pursuant to the Privacy Shield Frameworks, Remote Team is potentially liable should any issues or concerns arise.

Deleted Data

EU-US and Swiss-US Privacy Shield Framework

Remote Team complies with the EU-U.S. Privacy Shield Framework and the Swiss-U.S. Privacy Shield Framework as set forth by the U.S. Department of Commerce regarding the collection, use, and retention of personal information transferred from the European Union and Switzerland to the United States, respectively. Remote Team has certified to the Department of Commerce that it adheres to the Privacy Shield Principles. If there is any conflict between the terms in this privacy policy and the Privacy Shield Principles, the Privacy Shield Principles shall govern. To learn more about the Privacy Shield program, and to view our certification, please visit https://www.privacyshield.gov/.

Remote Team is subject to the investigatory and enforcement powers of the Federal Trade Commission (FTC) with regard to the Privacy Shield Frameworks.

EU-US and Swiss-US Privacy Complaints

In compliance with the US-EU and Swiss-US Privacy Shield Principles, Remote Team commits to resolve complaints about your privacy and our collection or use of your personal information. European Union or Swiss individuals with inquiries or complaints regarding this privacy policy should first contact Sahika Konuk at Remote Team at privacyshield@remoteteam.com, or by mail at Remote Team Inc., 30 N Gould St Ste R Sheridan, WY 82801.

Remote Team has further committed to refer unresolved privacy complaints under the EU-US and Swiss-US Privacy Shield Principles to an independent dispute resolution mechanism, the BBB EU PRIVACY SHIELD, operated by the Council of Better Business Bureaus. If you do not receive timely acknowledgment of your complaint, or if your complaint is not satisfactorily addressed, please visit http://www.bbb.org/EU-privacy- shield/for-eu-consumers for more information and to file a complaint.

Please note that if your complaint is not resolved through these channels, under limited circumstances, a binding arbitration option may be available before a Privacy Shield Panel.

Location of Site and Data

Changes & Questions

Remote Team may update this policy once in a blue moon—we’ll notify you about significant changes by emailing the account owner or by placing a prominent notice on our site. You can access, change or delete your personal information at any time by contacting Sahika Konuk at privacyshield@remoteteam.com, or by mail at Remote Team Inc., 30 N Gould St Ste R Sheridan, WY 82801.

Questions about this privacy policy? Please contact Sahika Konuk at privacyshield@remoteteam.com, or by mail at Remote Team Inc., 30 N Gould St Ste R Sheridan, WY 82801, and we’ll be happy to answer them!

A fair refund policy

Bad refund policies are infuriating. You feel like the company is just trying to rip you off. We never want our customers to feel that way, so our refund policy is simple: If you’re ever unhappy with Remote Team, for any reason, just contact our support team and we’ll take care of you.

Examples of full refunds we’d grant.

If you were just charged for your next month of Remote Team, but you meant to cancel, we’re happy to refund that extra charge.
If you forgot to cancel Remote Team a couple months ago, and you haven’t used Remote Team since then, we’ll give you a full refund for a few back months. No problem.
If you tried Remote Team for a couple months, and you just weren’t happy with it, you can have your money back.

Examples of partial refunds or credits we’d grant.

If you forgot to cancel Remote Team a year ago, and there’s been activity on your account since then, we’ll review your account usage and figure out a partial refund based on how many months you used it.
If you upgraded your account a few months ago to a higher plan, but you didn’t end up using the extra features, projects, or storage space, although you did keep using Remote Team in general, we’d consider applying a prorated credit towards future months.
If we had extended downtime (multiple hours in a day, or multiple days in a month) or you emailed customer service and it took multiple days to get back to you, we’d issue a partial credit to your account.

Get in touch

At the end of the day, nearly everything on the edges comes down to a case-by-case basis. Send us a note, tell us what’s up, and we’ll work with you to make sure you’re happy.

Notification of Copyright Infringement Claims

Remote Team Inc. is committed to compliance with U.S. copyright law. Under the Digital Millennium Copyright Act (17 U.S.C. § 512), copyright owners have the right to notify Remote Team Inc., if they believe that an account user of a Remote Team application has infringed the copyright owner’s work(s). Notifications of claimed copyright infringement must be submitted in writing to Remote Team’ designated agent for receiving such notifications.

By email: copyright@remoteteam.com

By mail: Remote Team Inc.
ATTN: Sahika KonuK
30 N Gould St Ste R
Sheridan, WY 82801
Telephone: +1-248-686-9073

To be effective, the notification of claimed infringement must be a written communication and must include the following information:

A physical or electronic signature of a person authorized to act on behalf of the owner of an exclusive right that is allegedly infringed.
Identification of the copyrighted work claimed to have been infringed, or, if multiple copyrighted works at a single online site are covered by a single Notification, a representative list of such works.
Identification of the material that is claimed to be infringing or to be the subject of infringing activity and that is to be removed or access to which is to be disabled, and information sufficient to permit Remote Team to locate the material.
Information reasonably sufficient to permit Remote Team to contact the complaining party, such as an address, telephone number and if available, an electronic mail address at which the complaining party may be contacted.
A statement that the complaining party has a good faith belief that use of the material in the manner complained of is not authorized by the copyright owner, its agent, or the law.
A statement that the information in the notification is accurate, and under penalty of perjury, that the complaining party is authorized to act on behalf of the owner of an exclusive right that is allegedly infringed.

Remote Team security overview.

We protect your data.

All data is written to multiple disks instantly, backed up daily, and stored in multiple locations. Files that our customers upload are stored on servers that use modern techniques to remove bottlenecks and points of failure.

Your data is sent using HTTPS.

Whenever your data is in transit between you and us, everything is encrypted, and sent using HTTPS. Any files which you upload to us are stored and are encrypted at rest. Project data, messages, text documents and todos aren’t encrypted at rest — they are active in our database. Our backups of your data are encrypted using GPG.

Full redundancy for all major systems.

Our servers — from power supplies to the internet connection to the air purifying systems — operate at full redundancy. Our systems are engineered to stay up even if multiple servers fail.

Sophisticated physical security.

Our state-of-the-art servers are protected by biometric locks and round-the-clock interior and exterior surveillance monitoring. Only authorized personnel have access to the data center. 24/7/365 onsite staff provides additional protection against unauthorized entry and security breaches.

Regularly-updated infrastructure.

Our software infrastructure is updated regularly with the latest security patches. Our products run on a dedicated network which is locked down with firewalls and carefully monitored. While perfect security is a moving target, we work with security researchers to keep up with the state-of-the-art in web security.

We protect your billing information.

All credit card transactions are processed using secure encryption—the same level of encryption used by leading banks. Card information is transmitted, stored, and processed securely on a PCI-Compliant network.

15 years in business.

We’ve been around the block and we’ve seen a lot of companies come and go. Security isn’t just about technology, it’s about trust. Over the past 15 years we’ve worked hard to earn the trust of over hundreds of thousands of companies world wide. We’ll continue to work hard every day to maintain that trust. Longevity and stability is core to our mission at Remote Team.

Have a concern? Need to report an incident?

Have you noticed abuse, misuse, an exploit, or experienced an incident with your account? Please visit our security response section for details on how to securely submit a report.

Remote Team security response

We appreciate your concern

Keeping customer data safe and secure is a huge responsibility and a top priority. We work hard to protect our customers from the latest threats. Your input and feedback on our security is always appreciated.

Reporting security problems

Send urgent or sensitive reports directly to security@remoteteam.com. We’ll get back to you as soon as we can. Please follow up or ping us on Twitter if you don’t hear back. For requests that aren’t urgent or sensitive: submit a support request.

Tracking and disclosing security issues

We work with security researchers to keep up with the state-of-the-art in web security. Have you discovered a web security flaw that might impact our products? Please let us know. If you submit a report, here’s what will happen:

We’ll acknowledge your report & tell you the best way to track the status of your issue.
We’ll investigate the issue and determine how it impacts our products. We won’t disclose issues until our investigation is finished, but we’ll work with you to ensure we fully understand the issue.
Once the issue is resolved, we’ll post a security update along with thanks and credit for the discovery.

Our products are built on the Ruby on Rails framework (which we created and maintain). The issue you reported might affect Rails, Ruby, or some other part of our technology stack. We ask for your patience while we also make sure other companies and their customers are protected. Either way, you’ll always have a Remote Team contact for your issue.

Thanks for working with us

We respect the time and talent that drives new discoveries in web security technology.

Until the End of the Internet

Internet software and services disappear all the time because of whimsy (“changing priorities”), acquisition, financial failure, or worse. It’s become a risky venture to place your trust and data in services that could disappear at any moment, for any reason, and with no guarantee that your data will be safe, preserved, or even portable.

We want more for Remote Team customers.

When they launched, each of our products was our finest work. They were the result of countless hours laboring to build software that is simple, clear, easy-to-use, and honest. They remind us where we’ve been, how we got here, and point to where we’re going. We’re proud of these products and honored by all the customers who have supported us over the years, who made our tools partners in their success, and who continue to rely on them every day.

It’s a promise to our customers

We’re dedicated to supporting our products forever (or until the last customer turns off the lights). Remote Team stands against the tide of ephemeral software and services that are frustratingly common on the Internet. Remote Team is built to last. Supporting our legacy products and customers who love them isn’t free or easy but it’s the right thing to do. We’ll be here until the end of the Internet.

Here’s what that means:

The day you become a Remote Team customer you can trust that Remote Team will be around. In the event that the Remote Team product you’re using enters a legacy phase you’ll be free to keep using it as-is indefinitely, assuming you continue to abide by our terms of service and keep your subscription active.
Your data is safe. Regardless of status, all of our products receive the same rigorous care when it comes to security and privacy. While we may not add new features to legacy products we’ll continue to apply the latest security updates; maintain the infrastructure that keeps them safe, fast and secure; and continue to offer customer support.
Remote Team is our life’s work—we’re in this for the long haul. In the unforeseen and unanticipated event that the company or one of our products is acquired by another company, we’ll do everything in our power to make sure the product and this promise live on.

Changes & questions

Remote Team may update this policy once in a blue moon—we’ll notify you about significant changes by emailing the account owner or by placing a prominent notice on our site.

Questions about this policy? Get in touch and we’ll be happy to answer them!

Taxes!

Basecamp is required to collect and remit sales tax in a number of US states and localities. Not all states tax the sale of software as a service (SaaS), but it’s becoming increasingly common. If your state is on the list below, you’ll see a line item on your monthly invoice for sales tax. The rate being collected on your invoice is determined by your billing address.

You’ll see sales tax on your invoice if you live in:

Chicago (Illinois)
Washington
Hawaii
South Dakota

If you need to change your billing information because you don’t actually reside in a taxable state, you can easily handle that within settings or Please contact our Support team at support@remoteteam.com if you have trouble.

Please also drop an email to support@remoteteam.com if:

you believe you’re being charged in error.
your business is sales tax exempt. Include your tax exempt certificate and your Basecamp account number when you email Support.
you have any additional questions.

Remote Team Big SLA

Thousands of companies rely on Remote Team. Just like you, Remote Team is our company’s lifeline. It’s where we make decisions, share designs, debate ideas, broadcast companywide announcements, and keep up to date on what everyone’s working on. That’s why we guarantee 99.99% monthly uptime to teams on Remote Team Big.

What is “uptime”?

“Uptime” refers to the period of time when Remote Team is up and running.

How do I find Remote Team’s uptime?

We make our uptime public here.

What happens if it’s below 99.99%?

Our Ops team is working so that we won’t find ourselves in that situation. But stuff happens, so if our uptime drops below 99.99%, we will provide an automatic credit under our SLA to our Big customers on their next billing cycle. For any given day where an outage exceeds 5 minutes, we’ll credit your account 10x for a full hour that is equal to the hourly rate you pay us for use of Remote Team. You can always check up on us here. That is the full limit of our liability under this SLA. Now you can get back to your work with the peace of mind knowing that we’ve got you covered.

How do we track that uptime?

We track uptime by measuring the server side error rate along with using server monitoring software to look at results from ping tests, web server tests, TCP port tests, and website tests. Any changes to Remote Team’s uptime are immediately shown on our Status site.

Will this change in the future?

Remote Team may update this SLA once in a blue moon — we’ll notify you about significant changes by emailing the account owner or by placing a prominent notice on our site.

What if I have questions about this SLA?

Please get in touch with our friendly support team and we’ll be happy to answer them!