Customer Support Terms and Conditions

Last Updated: May 5, 2022

These Customer Support Terms and Conditions ("CS Terms and Conditions") form part of the Semrush Terms of Service available at https://www.semrush.com/company/legal/terms-of-service/ ("Semrush Terms of Service") and will govern the rights and obligations of Semrush and User in relation to the Support (defined below) provided by Semrush as a part of the Services. These CS Terms and Conditions become effective upon access to the Services. By using the Services, you accept this CS Terms and Conditions.
Capitalized terms not defined herein shall have the meanings assigned to them in the Semrush Terms of Service.

1. Definition. Support means the Support Services provided by Semrush as long as you access or use the Semrush Services.

2. Provision of Support.
2.1. During the Term, User may receive:
2.1.1. Online Support. You may submit support and related requests via an online webform that is available on Website.
2.1.2. Email Support. You may submit support and related requests via email to mail@semrush.com.
2.2. Each request is given a unique identification number for Your convenience and reference.
2.3 You agree that when you submit a support request, Semrush may access your User Account in order to assist with the request.

3. Customer Responsibilities.
3.1. Semrush's obligations regarding Support are subject to the following:
Customer will report to Semrush problems and provide Semrush with all necessary information, access, and full good faith cooperation reasonably necessary to facilitate the provision of the Support. Customer’s failure or delay in its performance of any of the foregoing relieves Semrush of its obligations under CS Terms and Conditions to the extent that such obligations are dependent upon Customer’s performance.

4. Support Limitations
4.1. Semrush have no obligation to provide Support for issues caused by or arising out of the following:
4.1.1. use of the Services in a manner for which it was not designed, including in breach of the Semrush Terms of Services;
4.1.2. thirdpartyproducts andservices that are not provided by Semrush, including those Third Party Products and Services which used within the Services;
4.1.3. consulting questions not related to the Services provided by Semrush. Support does not cover professional or consulting services, including, consultations regarding the marketing and marketing strategy.
4.3. Semrush reserves the right to refuse to provide Support if you use excessive language, including but not limited to obscene language, cursing, derogatory comments, or racial slurs.

5. Disclaimer.
Semrush will use commercially reasonable efforts to provide the Support under these Terms; however, User acknowledges that Semrush cannot guarantee that every question, problem, or issue reported by User can or will be resolved. Nothing in these CS Terms and Conditions shall expand or add to any warranty for the Services set forth in the Semrush Terms of Services governing the use of the Services.
Other than the warranties provided in the agreement for the services, Semrush provide no warranty, express, implied, or statutory including, without limitation, any implied warranty of merchantability, fitness for a particular purpose, title or non-infringement of third party rights related to services or support that may be provided hereunder.

6. Independent Contactor. All work performed by Semrush in connection with the Support and/or Services described in these CSTerms and Conditions shall be performed by Semrush as an independent contractor and not as User's agent or employee. Semrush will determine, in its sole and reasonable discretion, the appropriate Semrush resources to be used in performing the Support, on an as-available basis.