Effective: April 11, 2026 · Version 2026-04-11
These Terms of Service ("Terms") are a legal agreement between you ("you," "Customer," or "User") and Ice Water LLC, an Illinois limited liability company doing business as Command Center ("Command Center," "we," "us," or "our"). By creating a Command Center account, signing in, or otherwise accessing the Command Center platform (the "Service"), you agree to be bound by these Terms and by the Privacy Policy referenced in Section 9. If you do not agree, do not create an account and do not access the Service.
If you are accepting 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, and in that case "you" and "Customer" will refer to that entity.
Command Center is a support platform that lets customers purchase pre-paid support hours, open support tickets, track time logs, and communicate with the support team. Command Center may subcontract delivery of specific support tickets to independent contractors. Command Center remains your counterparty for all billing, account, and Service-level matters regardless of who physically performs a given ticket.
Command Center may add, modify, or remove features of the Service at any time. We will not materially reduce features you have already paid for under an active purchase without offering you the wind-down protection described in Section 6.5.
You must be at least 18 years old and able to form a binding contract to create an account. You agree to provide accurate registration information, to keep it up to date, and to keep your credentials confidential. You are responsible for all activity that occurs under your account. Notify us promptly at the contact address in Section 15 if you suspect unauthorized access.
Command Center uses Better Auth as its authentication provider. Creating an account involves establishing a credential with Better Auth; we never see or store your password in plaintext.
You agree not to use the Service to:
We reserve the right to suspend any account engaging in prohibited use while we investigate, and to terminate any account where prohibited use is confirmed. We will make a good faith effort to notify you before suspending, unless doing so would compromise an ongoing investigation or the security of other users.
Command Center operates to the following non-binding targets. These are goals, not guarantees. They are provided to give customers a reasonable expectation of response cadence. They do not create any contractual obligation, no monetary remedy attaches to a missed target, and nothing in this section should be read as a warranty of timeliness.
Targets do not apply where the delay is caused by (i) customer unresponsiveness, (ii) incomplete or inaccurate information provided by the customer, (iii) third-party service outages, (iv) force majeure events (see Section 13), or (v) the customer having a zero or negative support hours balance.
Any statement Command Center or its contractors make about expected turnaround for a specific ticket is advisory only and is not a promise unless it is memorialized in a separate written agreement signed by both parties.
Customers purchase support by buying pre-paid hour packages, additional pay-as-you-go hours, or, where available, a recurring Support Plan subscription. The price in effect at the time you complete a purchase governs that purchase. Command Center may change prices for new purchases at any time without notice; published prices are not offers to contract and can be withdrawn at any moment prior to completion of checkout.
All hour purchases and subscription payments are final. We do not issue refunds for unused support hours, for partially-consumed subscriptions, or for change of mind. This applies regardless of whether you used any hours during the billing period. If you believe you were charged in error (for example, a duplicate charge caused by a payment processor glitch), contact us under Section 15 and we will investigate; refunds for clear billing errors are issued at our sole discretion.
Subject to Section 6.5 and Section 11, pre-paid support hours you purchase through Command Center do not expire. They remain available for you to spend against support tickets for as long as (i) the Command Center platform remains operational, and (ii) your account is in good standing (not terminated for cause under Section 11).
Command Center permits you to convert support hours between service categories (for example, engineering hours to content hours). Conversions are calculated by dollar value at the per-category rates in effect at the time of conversion, which means converting between categories with different rates will produce a different number of destination hours. Once a conversion is confirmed, it cannot be reversed through the self-service interface; contact us under Section 15 if a conversion was performed in error and we will review it case by case.
If Command Center decides to discontinue the Service entirely, we will provide at least ninety (90) days' written notice to all customers with a positive unused hours balance. During that 90-day period:
Any hours remaining at the end of the wind-down window are forfeited. Command Center is not obligated to refund them in cash, and this Section is the complete and exclusive remedy for platform discontinuation. In the event of involuntary shutdown (insolvency, regulatory order, loss of a critical dependency we cannot replace), the 90-day wind-down may be shortened to a minimum of thirty (30) days, provided we give you as much notice as the circumstances allow.
Payments are processed by Stripe, Inc., acting as our payment processor. By making a purchase, you agree to Stripe's terms and privacy policy as well as these Terms. Command Center does not store your full card number or CVC; only the last four digits and a Stripe customer reference are retained on our systems.
Prices do not include any applicable sales, use, value-added, or similar taxes. You are responsible for any taxes imposed on your purchase except taxes based on Command Center's net income.
"Customer Data" means any data you submit to the Service, including ticket content, time logs, site descriptions, stakeholder contact information, and any files or credentials you voluntarily share with us through the ticketing system. You retain all rights in Customer Data. You grant Command Center a limited, non-exclusive license to process Customer Data solely to provide, maintain, and support the Service.
You represent that you have all necessary rights to submit Customer Data to the Service and to authorize Command Center to process it as described. You are solely responsible for the accuracy and legality of Customer Data. Command Center is not a content-moderation service and has no obligation to pre-screen Customer Data.
Do not share production secrets, passwords, or long-lived API credentials through the Service. If a ticket requires privileged access to a third-party system, we will coordinate a time-bounded credential exchange with you directly. Command Center is not responsible for the consequences of credentials you voluntarily paste into ticket conversations or other public surfaces within the Service.
The Service, including all software, designs, documentation, marks, and related materials, is owned by Command Center and its licensors and is protected by intellectual property laws. Command Center grants you a limited, non-exclusive, non-transferable, revocable license to access and use the Service for your internal business purposes, subject to these Terms.
Work product delivered through a support ticket is delivered to you and, subject to your payment of all applicable fees, becomes owned by you except for any generally-applicable tools, utilities, libraries, templates, or know-how Command Center developed prior to or outside of the engagement. Command Center retains the right to use general skills, techniques, and experience acquired in the course of providing the Service.
"Command Center," the Command Center logo, and other marks used on the Service are trademarks of Ice Water LLC. You may not use them without our prior written permission.
Our collection and use of Customer Data and personal information is governed by our Privacy Policy, which is incorporated into these Terms by reference.
The following section limits Command Center's liability. Please read it carefully.
THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE. COMMAND CENTER SPECIFICALLY DISCLAIMS ALL IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT. COMMAND CENTER DOES NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, TIMELY, SECURE, OR ERROR-FREE, OR THAT ANY PARTICULAR TARGETED RESPONSE TIME WILL BE MET.
NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY YOU FROM COMMAND CENTER OR THROUGH THE SERVICE WILL CREATE ANY WARRANTY NOT EXPRESSLY STATED IN THESE TERMS.
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT WILL COMMAND CENTER, ICE WATER LLC, OR THEIR OFFICERS, MEMBERS, EMPLOYEES, OR CONTRACTORS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, INCLUDING LOST PROFITS, LOST REVENUE, LOST DATA, BUSINESS INTERRUPTION, OR LOSS OF GOODWILL, ARISING OUT OF OR RELATED TO THESE TERMS OR THE SERVICE, EVEN IF COMMAND CENTER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
COMMAND CENTER'S TOTAL CUMULATIVE LIABILITY TO YOU FOR ALL CLAIMS ARISING OUT OF OR RELATED TO THESE TERMS OR THE SERVICE IS LIMITED TO THE GREATER OF (A) THE AMOUNTS YOU ACTUALLY PAID TO COMMAND CENTER IN THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM, OR (B) ONE HUNDRED U.S. DOLLARS ($100).
THE LIMITATIONS IN THIS SECTION APPLY REGARDLESS OF THE LEGAL THEORY (CONTRACT, TORT, STRICT LIABILITY, OR OTHERWISE) AND FORM AN ESSENTIAL BASIS OF THE BARGAIN BETWEEN YOU AND COMMAND CENTER. SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF CERTAIN DAMAGES, SO SOME OF THE ABOVE MAY NOT APPLY TO YOU.
You may close your Command Center account at any time. Closing your account does not entitle you to a refund of any unused hours; unused hours are forfeited upon voluntary account closure unless Command Center agrees otherwise in writing.
Command Center may suspend or terminate your account immediately for (a) non-payment, (b) breach of Section 4 (Acceptable Use), (c) fraud or suspected fraud, or (d) a legal order or valid third-party demand that obligates us to do so. Termination for cause under (b) or (c) is a forfeiture event: any unused hours are forfeited without refund.
Sections that by their nature should survive termination (including Sections 6.2, 7, 8, 10, 11, 13, and 14) will survive.
Before filing any formal claim, you agree to contact Command Center in writing at the address in Section 15 with a description of the dispute and the relief you seek. You and Command Center will then attempt in good faith to resolve the dispute through direct negotiation for a period of at least thirty (30) days from the date of your notice. No formal proceeding may be commenced before this 30-day informal resolution period has elapsed.
If informal resolution under Section 13.1 does not succeed, the parties agree to submit the dispute to non-binding mediation under the then-current mediation rules of a mutually acceptable mediator located in Cook County, Illinois, before initiating any litigation. Each party will bear its own costs of mediation; the mediator's fees will be shared equally.
These Terms and any dispute arising from them are governed by the laws of the State of Illinois, without regard to its conflict-of-laws principles. The United Nations Convention on Contracts for the International Sale of Goods does not apply. Subject to Sections 13.1 and 13.2, the state and federal courts located in Cook County, Illinois, have exclusive jurisdiction and venue over any formal proceeding, and each party consents to the personal jurisdiction of those courts.
Any claim arising out of or related to these Terms or the Service must be brought within one (1) year after the claim accrues, or it will be permanently barred.
You and Command Center agree that any dispute will be brought solely in an individual capacity and not as a plaintiff or class member in any purported class, collective, or representative proceeding.
Command Center is not liable for any delay or failure to perform to the extent caused by events beyond its reasonable control, including acts of God, natural disasters, epidemics, war, terrorism, civil disorder, labor disputes, government action, internet or telecommunications failures, third-party service outages (including Neon, Stripe, Vercel, Better Auth, or Discord outages), and unavailability of individual contractors due to illness, emergency, or other cause.
Notices and legal correspondence should be sent to:
Ice Water LLC
d/b/a Command Center
Attn: Legal
[Mailing address — update before go-live]
Email: [legal@ — update before go-live]
Day-to-day support questions should go through the in-app support ticket system, not the legal address.
Entire agreement. These Terms, together with the Privacy Policy and any purchase confirmation, constitute the entire agreement between you and Command Center concerning the Service and supersede all prior or contemporaneous understandings.
Amendments. We may update these Terms from time to time. Material changes will be announced via the Service or by email. Continued use of the Service after a change becomes effective constitutes acceptance of the revised Terms. If you do not agree with a material change, your sole remedy is to close your account under Section 12.
Assignment. You may not assign these Terms without our prior written consent. We may assign these Terms in connection with a merger, acquisition, reorganization, or sale of substantially all of our assets.
Severability. If any provision of these Terms is held unenforceable, the remaining provisions will remain in full effect.
No waiver. Our failure to enforce any right or provision is not a waiver of that right or provision.
Independent contractors. Nothing in these Terms creates a partnership, joint venture, agency, or employment relationship between you and Command Center or between you and any Command Center contractor.