Terms of Service

By accessing or using the Pillar platform ("Service"), operated by Pillar FSM ("Pillar", "we", "us", or "our"), you agree to be bound by these Terms of Service ("Terms"). If you are entering into these Terms on behalf of a company or other legal entity, you represent that you have the authority to bind that entity to these Terms.

If you do not agree to these Terms, you may not access or use the Service. Your continued use of the Service after any modifications to these Terms constitutes acceptance of those changes.

Pillar is a multi-tenant software-as-a-service (SaaS) platform designed for field service management. The Service provides tools for job and work order management, scheduling and dispatch, customer management, estimating and invoicing, technician management, equipment tracking, and related business operations for trade service companies.

The platform operates on a multi-tenant architecture with complete data isolation between customer accounts. Each customer account operates within its own isolated data environment, and no customer can access another customer's data.

The Service is delivered as a web application accessible through modern web browsers and as a Progressive Web App (PWA) installable on mobile devices. Pillar does not distribute native mobile applications through app stores.

To use the Service, you must register for an account and provide accurate, current, and complete information. You are responsible for maintaining the accuracy of your account information and for all activity that occurs under your account.

Each individual may maintain only one user account per company account. The individual who registers a company account is designated as the account Owner and assumes administrative responsibility for that account, including managing users, roles, billing, and company settings.

The account Owner is responsible for:

• Ensuring all users within their company account comply with these Terms
• Managing user access and role assignments (Owner, Dispatcher, Technician, Customer)
• Maintaining accurate billing and subscription information
• Safeguarding account credentials and promptly notifying Pillar of any unauthorized access

You must be at least 18 years of age to create an account. You may not use the Service if you have been previously suspended or removed from the platform.

Pillar offers two subscription tiers:

• Pro: $99 per month base fee (includes 1 user), plus $49 per additional user per month. Includes core field service management features.
• Enterprise: $199 per month base fee (includes 1 user), plus $69 per additional user per month. Includes all features, including project management, contracts, job dependencies, audit logging, API access, and other advanced capabilities.

Annual billing is available at a discounted rate. Specific annual pricing is displayed during the subscription selection process.

All new accounts begin with a 14-day free trial on the Enterprise tier, providing full access to all platform features. No payment information is required to start the trial. At the end of the trial period, you must select a subscription tier and provide a valid payment method to continue using the Service.

Billing is processed through Stripe. By subscribing, you authorize Pillar to charge your designated payment method on a recurring basis according to your selected billing cycle (monthly or annual). User counts are reported automatically and reflected on your invoice. Customer-role users (your end customers who access the customer portal) are not counted toward your user billing.

You may upgrade or downgrade your subscription tier at any time. Upgrades take effect immediately. Downgrades take effect at the end of your current billing period. Access to Enterprise-tier features will be removed upon downgrade.

If your subscription is canceled or your payment fails, your account will enter a suspended state. In suspended state, you retain read-only access to your data but cannot create, update, or delete records. Billing and account management functions remain accessible so you can reactivate your subscription.

You agree to use the Service only for lawful purposes and in accordance with these Terms. You agree not to:

• Use the Service for any illegal, fraudulent, or unauthorized purpose
• Attempt to gain unauthorized access to any part of the Service, other accounts, or systems connected to the Service
• Scrape, crawl, or use automated means to extract data from the Service beyond what is provided through authorized API endpoints
• Interfere with or disrupt the integrity or performance of the Service or its underlying infrastructure
• Transmit viruses, malware, or any other harmful code through the Service
• Use the Service to send unsolicited communications (spam) or to violate applicable anti-spam or telecommunications regulations, including TCPA and A2P messaging requirements
• Resell, sublicense, or redistribute the Service to third parties unless expressly authorized in writing
• Reverse engineer, decompile, or disassemble the Service or attempt to derive its source code
• Circumvent, disable, or otherwise interfere with security-related features of the Service, including rate limiting, authentication mechanisms, or access controls

Pillar reserves the right to suspend or terminate accounts that violate these acceptable use provisions, with or without prior notice depending on the severity of the violation.

You retain full ownership of all data you submit to or create within the Service ("Customer Data"), including but not limited to customer records, job details, estimates, invoices, equipment records, documents, communication logs, and any other business data entered into the platform.

By using the Service, you grant Pillar a limited, non-exclusive license to access, process, store, and display your Customer Data solely for the purpose of providing and improving the Service. This license terminates when your account is closed and your data is deleted.

Pillar will not sell, share, or disclose your Customer Data to third parties except as necessary to provide the Service (e.g., payment processing through Stripe, email delivery through SendGrid, SMS delivery through Twilio), as required by law, or with your explicit consent.

Each company account's data is isolated at the database level. Every record is scoped to a company identifier, and access controls enforce strict data boundaries between tenants. No user of one company account can access or view data belonging to another company account.

For information about how we handle personal data, please refer to our Privacy Policy.

The Service, including its software, design, architecture, documentation, APIs, and all related intellectual property, is and remains the exclusive property of Pillar FSM and its licensors. These Terms do not grant you any ownership rights in the Service.

The Pillar name, logo, and all related trademarks, service marks, and trade names are the property of Pillar FSM. You may not use these marks without our prior written consent.

Subject to your compliance with these Terms, Pillar grants you a limited, non-exclusive, non-transferable, non-sublicensable license to access and use the Service during your active subscription period, solely for your internal business operations.

Feedback, suggestions, or feature requests you provide to Pillar may be used by us to improve the Service without obligation or compensation to you.

Pillar provides white-label capabilities that allow you to customize the appearance of the Service as presented to your customers and team members. This includes configuring custom logos (for both light and dark modes), brand colors, navigation styling, button styling, custom subdomains, and custom email sender addresses.

White-label customization grants you a limited right to apply your own branding to the Service interface. It does not transfer any ownership or rights in the underlying platform, software, architecture, or intellectual property.

You may not represent the Service as your own proprietary software, claim to have developed the underlying platform, or use the white-label capabilities in a manner that is misleading about the nature of the Service.

White-label configuration is available on all subscription tiers. Your branding customizations are applied only within your company account and do not affect any other tenant.

API access is available on the Enterprise tier and is governed by the following terms:

• API usage is subject to rate limiting. The default rate limit is 100 requests per 60 seconds per authenticated user. Specific endpoints may have additional rate limits.
• You may use the API to integrate the Service with your own systems and workflows. You may not use the API to build a competing product or to bulk-extract data for purposes unrelated to your use of the Service.
• API authentication uses the same JWT-based authentication as the web application. API credentials must be kept secure and must not be shared or exposed in client-side code.
• Pillar may modify, version, or deprecate API endpoints with reasonable notice. Breaking changes will be communicated at least 30 days in advance.
• Excessive API usage that degrades platform performance for other users may result in temporary throttling or suspension of API access.

API documentation is available within the platform. Pillar provides auto-generated API reference documentation via OpenAPI/Swagger.

Pillar integrates with Stripe to enable you to collect payments from your customers through the Service. If you use this capability, you must comply with Stripe's Terms of Service and Connected Account Agreement.

Pillar is not a payment processor. We facilitate payment collection through Stripe Connect and do not directly handle, store, or process your customers' payment card information. Payment disputes, chargebacks, and refunds are governed by Stripe's policies and your agreement with Stripe.

You are responsible for setting your own pricing, payment terms, tax rates, and discount policies within the Service. Pillar provides the tools to configure these settings but does not provide tax, legal, or financial advice.

The Service integrates with third-party providers to enable email (SendGrid) and SMS/voice (Twilio) communications. If you use these features, you are responsible for:

• Obtaining proper consent from recipients before sending communications, particularly SMS messages
• Complying with all applicable telecommunications regulations, including the Telephone Consumer Protection Act (TCPA), CAN-SPAM Act, and A2P 10DLC requirements
• Honoring opt-out requests promptly and maintaining accurate consent records
• Ensuring the content of your communications is lawful and does not constitute harassment or unsolicited marketing

Pillar provides tools to track consent and opt-out status per customer, but the legal responsibility for compliance rests with you as the sender of the communications.

Either party may terminate this agreement at any time.

Termination by you: You may cancel your subscription at any time through the billing settings in your account or by contacting us at admin@pillarfsm.com. Cancellation takes effect at the end of your current billing period. You will retain access to the Service until the end of the period you have already paid for.

Termination by Pillar: We may suspend or terminate your account if you materially breach these Terms, fail to pay applicable fees after reasonable notice, or engage in conduct that harms other users or the integrity of the Service. We will provide notice of termination and an opportunity to cure the breach where reasonably practicable, except in cases involving security threats, illegal activity, or repeated violations.

Data after termination: Following account termination or cancellation, your data will remain available for export for 30 days. During this period, you may contact us to request a full export of your Customer Data. After the 30-day period, your data will be permanently deleted from our systems, except where retention is required by law.

Sections that by their nature should survive termination (including Data Ownership, Intellectual Property, Limitation of Liability, and Dispute Resolution) will continue to apply after the termination of these Terms.

Pillar strives to maintain high availability of the Service but does not guarantee uninterrupted access. The Service may be temporarily unavailable due to scheduled maintenance, updates, or circumstances beyond our control.

We will make reasonable efforts to notify you of planned maintenance windows in advance. Emergency maintenance may occur without prior notice when necessary to protect the integrity or security of the platform.

Support is available via email at admin@pillarfsm.com. We aim to respond to support inquiries within one business day.

To the maximum extent permitted by applicable law, Pillar and its officers, directors, employees, and agents shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, business opportunities, or goodwill, arising out of or related to your use of the Service, regardless of the theory of liability.

Pillar's total aggregate liability for all claims arising out of or related to these Terms or the Service shall not exceed the total amount you paid to Pillar for the Service during the twelve (12) months immediately preceding the event giving rise to the claim.

The Service is provided "as is" and "as available" without warranties of any kind, whether express or implied, including but not limited to implied warranties of merchantability, fitness for a particular purpose, and non-infringement. Pillar does not warrant that the Service will be error-free, secure, or uninterrupted.

Some jurisdictions do not allow the exclusion or limitation of certain warranties or liability. In such jurisdictions, our liability is limited to the greatest extent permitted by law.

You agree to indemnify, defend, and hold harmless Pillar and its officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable attorney's fees) arising out of or related to:

• Your use of the Service
• Your violation of these Terms
• Your violation of any applicable law or regulation, including telecommunications and data protection laws
• Any data or content you submit to the Service
• Your interactions with your own customers through the Service, including payment disputes and service complaints

In the event of any dispute arising from or relating to these Terms or the Service, the parties agree to first attempt to resolve the matter through good faith negotiation. Either party may initiate the negotiation process by providing written notice describing the dispute to the other party.

The parties will engage in good faith negotiations for a period of at least thirty (30) days from the date of the dispute notice. If the dispute cannot be resolved through negotiation within that period, either party may pursue resolution through binding arbitration or in the courts of competent jurisdiction.

These Terms shall be governed by and construed in accordance with the laws of the State of Texas, without regard to its conflict of laws provisions. Any legal proceedings arising from these Terms shall be brought in the federal or state courts located in Travis County, Texas.

Pillar reserves the right to modify these Terms at any time. For material changes, we will provide at least thirty (30) days' notice before the changes take effect. Notice may be provided by email to the address associated with your account, through an in-app notification, or by posting the updated Terms on our website with a revised "Last updated" date.

Non-material changes (such as typographical corrections or clarifications that do not alter your rights or obligations) may be made without advance notice.

Your continued use of the Service after the effective date of any changes constitutes your acceptance of the revised Terms. If you do not agree to the updated Terms, you may cancel your subscription before the changes take effect.

Entire Agreement. These Terms, together with our Privacy Policy and any applicable Data Processing Agreement, constitute the entire agreement between you and Pillar regarding the Service and supersede all prior agreements and understandings.

Severability. If any provision of these Terms is found to be unenforceable or invalid, that provision will be limited or eliminated to the minimum extent necessary, and the remaining provisions will remain in full force and effect.

Waiver. The failure of Pillar to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.

Assignment. You may not assign or transfer your rights or obligations under these Terms without Pillar's prior written consent. Pillar may assign these Terms in connection with a merger, acquisition, or sale of all or substantially all of its assets.

Force Majeure. Pillar shall not be liable for any failure or delay in performance resulting from causes beyond its reasonable control, including natural disasters, acts of government, internet outages, or failures of third-party service providers.

If you have questions about these Terms or need to contact us regarding your account, you can reach us at: