Supplemental terms: Zendesk's service-specific terms

<p><span style="color: #000000;">We have updated these Supplemental Terms. For new Customers, these Supplemental Terms will be effective as of June 23, 2026. For existing Customers, modifications to any features or functionality of the Services that Customer is currently using will be effective as of July 23, 2026, or on the date communicated in any prior mutually executed agreement, announcement, or notification (if different).</span></p><div class="p"><div class="note tip">
<span style="color: #000000;">Access the previous version of the Supplemental Terms </span><a href="https://drive.google.com/file/d/1n00iXW7DwA0GP9w_9_LpqIFs4FowDzvV/view?usp=sharing" target="_blank" rel="noopener noreferrer"><span style="color: #000000;">here</span></a><span style="color: #000000;">.</span>
</div></div><p><span style="color: #000000;">These Supplemental Terms supplement the Zendesk Customer Agreement (found here: </span><a href="https://www.zendesk.com/company/agreements-and-terms/zendesk-customer-agreement/"><span style="color: #000000;">https://www.zendesk.com/company/agreements-and-terms/zendesk-customer-agreement/</span></a><span style="color: #000000;"> or otherwise agreed by the parties) (the "Agreement"), and apply to specific aspects of the Services as described herein. Capitalized terms used and not defined herein have the meanings given to them in the Agreement. Notwithstanding anything to the contrary in Customer's agreement with Zendesk, Zendesk reserves the right, at its sole discretion, to update these Supplemental Terms as needed to accommodate development of new features and functionality.</span></p><p><span style="color: #000000;">Customers may subscribe to receive notifications of updates to these Supplemental Terms by clicking “Follow” at the top of this page.</span></p><p><span style="color: #000000;"><strong>If Customer is a microenterprise, small enterprise or a not-for-profit organisation and Zendesk provides Customer with Live Chat Functionality, Voice, or Zendesk Sell Voice within the European Economic Area or the United Kingdom, please read the EECC Waivers (defined and set out below).</strong></span></p><p><span style="color: #000000;">Zendesk Support and help desk functionality, email support functionality and agent workspace functionality within Zendesk Suite are referred to herein as “Ticketing System Functionality.” Zendesk Guide and help center functionality are referred to herein as “Help Center Functionality.” Zendesk Gather and community forum functionality referred to herein as “Community Forum Functionality.”</span></p><p> </p><div class="tablenoborder" id="countries">
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<div class="card-header" id="hd_ac"><span style="color: #000000;"><button class="btn btn-link" data-bs-target="#intro_ac" data-bs-toggle="collapse">&gt; Live Chat Functionality</button></span></div>
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<p class="body"><span style="color: #000000;">If Customer's Service Plan allows use of Zendesk Chat or live chat functionality within Zendesk Suite including Zendesk messaging (collectively, "Live Chat Functionality") or Customer otherwise subscribes to or utilizes Live Chat Functionality within the Services, the following Supplemental Terms apply:</span></p>
<p class="undefined"><span style="color: #000000;">Zendesk will not access conversational content within Live Chat Functionality in real-time or while such content is in-transit, except as necessary to deliver and secure these Services to Customer Following the electronic delivery of such content to the participants in the conversation or after the conclusion of a conversation, a transcript will be made and stored electronically, and Customer authorizes Zendesk to access the stored transcript (or an AI summary thereof) as instructed by Customer in the Agreement.</span></p>
<p><span style="color: #000000;">Notwithstanding anything to the contrary in the Agreement, Zendesk reserves the right, at its sole discretion, to terminate, without notice, any Chat Lite Accounts that have been inactive for 30 or more days. Zendesk may re-assign the subdomain(s) associated with such terminated Chat Lite Accounts.</span></p>
<p><span style="color: #000000;">Customer understands and agrees that: (a) it is solely responsible for its (or its Agents’ or End Users’) operation of the Live Chat Functionality in compliance with all applicable laws in all jurisdictions and (b) it will implement and maintain all policies and procedures required for compliance with any applicable law or regulation, which may include obtaining consent from its Agents’ and End Users to the transcribing and hosting of live chat transcripts by Zendesk.</span></p>
<p><span style="color: #000000;">To the extent that (i) Live Chat Functionality is a number independent interpersonal communications service under the European Electronic Communications Code (as established by Directive (EU) 2018/1972 of the European Parliament and of the Council of 11 December 2018) (the “EECC”), (ii) Customer is a micro-enterprise, small enterprise, or not-for-profit organisation, and (iii) Zendesk provides Customer with Live Chat Functionality within the European Economic Area or the United Kingdom, Customer agrees to waive any rights (to the extent applicable) that it may have under:</span></p>
<p><span style="color: #000000;">(i) Article 102(1) of the EECC, which would allow Customer to receive certain pre-contractual information; (ii) Article 102(3) of the EECC, which allows Customer to receive a contract summary; (iii) Article 102(5) of the EECC, which allows Customer to monitor and control usage of interpersonal communications services; (iv) Article 105(1) of the EECC, which limits the maximum contract duration; (iv) Article 107(1) of the EECC, which extends other rights in the EECC to all services provided under the Agreement; and (v) Article 107(3) of the EECC, which relates to contract extensions, (collectively, the “EECC Waivers”)</span></p>
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<div class="card-header" id="hd_ad"><span style="color: #000000;"><button class="btn btn-link" data-bs-target="#intro_ad" data-bs-toggle="collapse">&gt; Zendesk Voice</button></span></div>
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<p><span style="color: #000000;">If Customer's Service Plan allows use of Zendesk Voice within Zendesk Suite or Customer otherwise subscribes to or utilizes Zendesk Voice ("Voice") within the Services, the following Supplemental Terms apply:</span></p>
<p><span style="color: #000000;">Zendesk will not be able to access or listen to any communications or messagings occurring through Voice in real-time or while such communications or messages are in-transit, except as necessary to deliver and secure these Services to Customer.</span></p>
<p><span style="color: #000000;">Customer understands and agrees that, (a) Voice is not recommended to support or carry calls or texts to suicide prevention hotlines or emergency services (together, “Emergency Calls/Texts”) and any such use is subject to the Emergency Calling/Texting terms set forth below; (b) Zendesk and Twilio, Inc. (“Twilio”) will not be held liable for any claim, damages or loss (and Customer hereby waives any and all such claims or causes of action), arising from or relating to (i) Customer's (or its Agents’ or End Users’) inability to use or difficulty using Voice to make such Emergency Calls: or (ii) any test Emergency Calls made by Customer (or its Agents or End Users); (c) Customer is solely responsible for its (or its Agents’ or End Users’) operation of Voice (including the available numberless voice and texting functionality) in compliance with (i) all applicable laws in all jurisdictions, including, but not limited to, telephone recording laws, wiretapping laws, laws governing illegal content, and laws and regulations related to commercial messaging, telemarketing, robocalling, call spoofing, and spam, such as the Telephone Consumer Protection Act, Do Not Call Implementation Act, the Telemarketing Sales Rule, and CAN-SPAM Act and associated regulations, and (ii) all applicable carrier rules and requirements; (d) as between Customer and Zendesk, Customer or its Agents are the initiator and sender of any call or SMS/MMS message transmitted through Customer's Account, whether sent manually or by means of an automation; (e) Customer will implement and maintain all policies and procedures required for compliance with any applicable law or regulation or carrier rule or requirement; (f) Zendesk is authorized to pass through any fines, fees, or other liabilities imposed by a regulator, carrier, or any third-party arising from any of the foregoing; and (g) Customer will defend, hold harmless, and indemnify Zendesk from and against any third-party claims arising from any of the foregoing. Customer's commitments in the foregoing paragraph will also apply to any use by Customer of Zendesk Talk Partner Edition.</span></p>
<p><span style="color: #000000;">The following terms apply to the use of Voice in or relating to specific regions: (a) if Customer uses the Services to enable its Agents located in India to correspond with End Users via internet telephony features, such as via the Embedded Voice feature that enables numberless voice over a digital line, then Customer, not Zendesk, is responsible for ensuring it has obtained any required licenses, permissions, approvals, or dispensations (including as another service provider with respect to business process outsourcing) for Customer's business operations and that Customer configures and uses the Services appropriately according to any such licenses, permissions, approvals, and dispensations; (b) If Customer uses Greek phone numbers, Customer acknowledges that Bandwidth acts as an underlying carrier provider, holds the number allocations issued by the applicable Greek regulator, and provides the carrier service that enables such numbers. Bandwidth’s Communications Services Agreement is available for reference at </span><a href="https://www.bandwidth.com/legal/communications-services-agreement/"><span style="color: #000000;">https://www.bandwidth.com/legal/communications-services-agreement/</span></a><span style="color: #000000;">; and (c) if Customer uses phone numbers from Australia, Japan, Brazil, or a country listed in the Numbering Requirements page here: </span><a href="https://www.twilio.com/en-us/legal/numbering-requirements"><span style="color: #000000;">https://www.twilio.com/en-us/legal/numbering-requirements</span></a><span style="color: #000000;"> (collectively, “Designated Countries”), the following additional terms apply:</span></p>
<p><span style="color: #000000;">(i) Customer Restrictions and Requirements. Customer acknowledges and agrees (a) that Zendesk is acting as a distributor of Twilio, or an affiliate of Twilio, as applicable, in brokering the provision of communications services involving voice calling or text messaging capabilities for the categories of phone numbers specified in the applicable Numbering Requirements page (“Number-Based Communications Services”) directly to Customer; (b) that the provision and Customer's use of the Number-Based Communications Services in any of the Designated Countries is subject to the Twilio Terms of Service, available at </span><a href="https://www.twilio.com/legal/tos"><span style="color: #000000;">https://www.twilio.com/legal/tos</span></a><span style="color: #000000;">, excluding any payment obligations to Twilio set forth therein (“Twilio Terms”); (c) to be the only final user of any Number-Based Communications Services; (d) not to sub-assign, sub-allocate, or resell the Number-Based Communications Services whatsoever; and (e) to cooperate with, and be represented by, Zendesk regarding all matters relating to Twilio and the Number-Based Communications Services. Customer's failure to comply with the requirements herein will provide Zendesk and Twilio each the right to suspend the provision of the Number-Based Communications Services.</span></p>
<p><span style="color: #000000;">(ii) Customer Cooperation. Customer will promptly and reasonably cooperate with Zendesk and/or Twilio, as they may request in writing in connection with any information request or investigation (a) regarding complaints or any other matters in connection with the Number-Based Communications Services, whether such an information request or investigation is initiated by Twilio or by any third-party, including, without limitation, law enforcement, regulators, or telecommunications providers, or (b) to ensure compliance with the Twilio Terms or applicable law or regulation. Customer further agrees that Twilio may suspend its provision of the Number-Based Communications Services in accordance with the Twilio Terms.</span></p>
<p><span style="color: #000000;">If Customer's Service Plan includes access to texting functionality, then Customer agrees that only its Agents who have rights to use such functionality are authorized to do so. Zendesk reserves the right to monitor and periodically audit Customer's use of Voice to ensure that its use complies with the Agreement and the applicable Service Plan restrictions on the Zendesk site. Should Zendesk discover that Customer or its Agents' use of Voice is not in compliance with the Agreement and the applicable Service Plan restrictions, Zendesk reserves the right to charge Customer, and Customer hereby agrees to pay for such usage in addition to other remedies available to Zendesk. Additionally, Voice, including texting over SMS and MMS, is subject to restrictions imposed by Twilio and telecommunication carriers, described at the following links:</span></p>
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<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="ebc10b2e75c374041d29d4992352950d2"><a href="https://www.twilio.com/legal/aup"><span style="color: #000000;">https://www.twilio.com/legal/aup</span></a></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="e979b2dbfd2ade5f7ac9de4fea744f6db"><a href="https://www.twilio.com/legal/messaging-policy"><span style="color: #000000;">https://www.twilio.com/legal/messaging-policy</span></a></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="e5ed43a692ced6e8c3c1ab74aed6c76c8"><a href="https://support.twilio.com/hc/en-us/articles/360045004974-Forbidden-message-categories-for-Toll-Free-SMS-and-MMS-in-the-US-and-Canada"><span style="color: #000000;">https://support.twilio.com/hc/en-us/articles/360045004974-Forbidden-message-categories-for-Toll-Free-SMS-and-MMS-in-the-US-and-Canada</span></a></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="ee86aff7615fe721d25242db8e42231b2"><a href="https://support.twilio.com/hc/en-us/articles/4410588996123-U-S-Carrier-Penalties-for-Non-Compliant-Messaging"><span style="color: #000000;">https://support.twilio.com/hc/en-us/articles/4410588996123-U-S-Carrier-Penalties-for-Non-Compliant-Messaging</span></a></li>
</ul>
<p><span style="color: #000000;">(collectively, the “Twilio Terms”). By using Voice, Customer agrees to comply with the Twilio Terms. With respect to United States and Canadian numbers, Twilio collects and monitors the content of text messages in order to detect spam, fraudulent activities, and violations of their Acceptable Use Policy. Please note that Customers involved in the sale or supply of Cannabis (products containing THC and/or CBD) or vape products are not permitted to utilize SMS messaging, as this is deemed a breach of Twilio's Acceptable Use Policy. Should Twilio report to Zendesk that Customer is allegedly violating the restrictions in these Twilio Terms, Zendesk will reach out to Customer to cease the offending activity. If Customer is unable to cease such activity, Zendesk may have to restrict the offending activity on the account, including removing the relevant functionality for the account. If Twilio or their telecommunication carriers issue fines or fees to Zendesk based on Customer's violation of the Twilio Terms, Zendesk will pass such fines or fees onto Customer and Customer agrees to pay such fines or fees and cease any violations going forward, subject to any right Customer may have to contest or appeal such a determination of violation with Twilio or the carrier.</span></p>
<p><span style="color: #000000;">If Customer uses Voice in connection with any Sender ID for SMS or MMS messages, Customer agrees that: (i) Customer will provide any information or documentation reasonably requested by Zendesk or Twilio in connection with such Sender ID and will ensure that such information and documentation is accurate, current, and complete; (ii) Customer is responsible for using any such Sender ID in accordance with all applicable laws, regulations, carrier rules, and requirements; (iii) Customer will not use any such Sender ID fraudulently or for any misleading or deceptive activity, including, without limitation, impersonating another entity or person; and (iv) Customer grants Twilio all rights necessary for Twilio to fulfill its obligations and exercise its rights relating to such Sender ID, including, without limitation, any rights to suspend, withdraw, or terminate such Sender ID.</span></p>
<p><span style="color: #000000;">Use of Voice is subject to the obligation to pay applicable Charges stated on the relevant pricing pages, currently located at </span><a href="https://www.zendesk.com/pricing" target="_blank" rel="noopener noreferrer"><span style="color: #000000;">https://www.zendesk.com/pricing</span></a><span style="color: #000000;">, </span><a href="https://support.zendesk.com/hc/en-us/articles/4408846483482" target="_blank" rel="noopener noreferrer"><span style="color: #000000;">https://support.zendesk.com/hc/en-us/articles/4408846483482</span></a><span style="color: #000000;">, </span><a href="https://support.zendesk.com/hc/en-us/articles/4408843672346" target="_blank" rel="noopener noreferrer"><span style="color: #000000;">https://support.zendesk.com/hc/en-us/articles/4408843672346</span></a><span style="color: #000000;">, </span><a href="https://support.zendesk.com/hc/en-us/articles/6170157307162" target="_blank" rel="noopener noreferrer"><span style="color: #000000;">https://support.zendesk.com/hc/en-us/articles/6170157307162</span></a><span style="color: #000000;">. By enabling or otherwise using Voice, Customer agrees to pay these fees. Usage-based Charges are subject to change and may be revised by Zendesk at any time. Any changes made to the list price of usage-based Charges will be made across all Customers and will not be targeted towards individual Customers. Customer will have the option to cease using the functionality generating the specific usage-based Charges in order to not incur the usage-based Charges going forward.</span></p>
<p><span style="color: #000000;">At Zendesk’s election, Charges for Voice may be charged in arrears or by requiring Customer to prepay for expected usage. To the extent that Customer has or is required to prepay for expected usage of Voice, Customer's credit card will automatically be charged with the same amount and by the same payment method chosen when Customer first establishes a prepaid credit for Voice, or by such additional amount Customer requests as a regular prepaid credit.</span><br><span style="color: #000000;">If Customer prepays for Voice via check, wire, or ACH, Zendesk reserves the right to automatically re-invoice Customer for the same amount as the previous prepayment amount if Customer's balance approaches $0.00. If Customer wishes to cancel or change this automatic recharge option, then Customer should contact its Sales Representative or support@zendesk.com. Voice usage credits will expire one (1) year from the date of purchase if unused at that time.</span></p>
<p><span style="color: #000000;">As documented on the Zendesk site, Zendesk may disable the phone numbers provided to Customer for the use of Voice, if, in Zendesk’s sole discretion, such numbers are substantially underused for 30 days, or if Customer's subscription to Voice is otherwise suspended, terminated, or canceled.</span></p>
<p><span style="color: #000000;">If Customer enables Talk Partner Edition or the Voice Functionality Partner Edition (“Talk Partner Edition”), Customer acknowledges and agrees that the telephony functionality within Talk Partner Edition is provided by a Third-Party Products provider with which Customer has an independent relationship. Zendesk does not operate or control the Third-Party Products or the telephony integration services enabled through use of Talk Partner Edition, and Zendesk is not responsible for the legal or regulatory compliance obligations of Customer or these Third-Party Products.</span></p>
<p><span style="color: #000000;">Some jurisdictions may require that Customer have an address within the jurisdiction or provide additional information or documentation to purchase or use a phone number within the jurisdiction through Voice. If Customer is in such a jurisdiction, Customer agrees to provide this information as reasonably requested by Zendesk. Customer further authorizes Zendesk to disclose the provided information to Zendesk's third- party voice service provider, Twilio, the Industry Traceback Group, any necessary governmental agency, and the telecommunications entities generating the phone number or providing it to Twilio. Such information will be considered Confidential Information under the Agreement (subject to Customer's consent to share it with the listed parties above). Customer further understands that its phone number in the jurisdiction may be taken out of service or not provisioned if Customer is unable to provide the requested information.</span></p>
<p><span style="color: #000000;">To the extent that (i) Voice is a number based or number independent interpersonal communications service under the EECC, (ii) Customer is a micro-enterprise, small enterprise, or not-for-profit organisation, and (iii) Zendesk provides Customer with Voice within the European Economic Area or the United Kingdom, Customer agrees that the EECC Waivers will apply to Customer (to the extent applicable).</span></p>
<p><span style="color: #000000;">These Supplemental Terms for Voice do not apply to telephony functionality that is made available through Zendesk Sell. Use of such functionality is subject to the Supplemental Terms for use of Zendesk Sell.</span></p>
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<div class="card-header" id="hd_ae"><span style="color: #000000;"><button class="btn btn-link" data-bs-target="#intro_ae" data-bs-toggle="collapse">&gt; Zendesk Contact Center</button></span></div>
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<p><span style="background-color: #ffffff; color: #000000;">If Customer uses Zendesk Contact Center (“Contact Center”) or Zendesk Contact Center - Innovation Services (“Contact Center - Innovation Services”), the following Supplemental Terms apply:</span></p>
<p><span style="color: #000000;">Customer understands and agrees that the telecommunication services, including voice and text, and other software capabilities within Contact Center and/or Contact Center - Innovation Services are Third-Party Products, and that Zendesk is not the provider of such Third-Party Products. Zendesk does not guarantee or make any warranties about the quality, suitability, or accuracy of Third-Party Products, as well as of any content generated by them, and changes to the such Third-Party Products, their third-party provider terms or fees do not relieve Customer of its obligations to Zendesk.</span></p>
<p><span style="color: #000000;">Customer acknowledges that Contact Center and Contact Center - Innovation Services are not currently covered under Advanced Data Privacy and Protection, and Enhanced Disaster Recovery.</span></p>
<p><span style="color: #000000;">Customer further acknowledges that Contact Center - Innovation Services is not currently covered under FedRAMP Tailored Certification.</span></p>
<p><span style="color: #000000;"><strong>Contact Center - Innovation Services</strong></span><br><span style="color: #000000;">If Customer has subscribed to Contact Center - Innovation Services, Customer understands and agrees that generative AI features within Contact Center - Innovation Services (Smart Tools) are provided as an integration with Third-Party Products.</span></p>
<p><span style="color: #000000;"><strong>Contact Center</strong></span><br><span style="color: #000000;">If Customer has subscribed to Contact Center, Customer understands and agrees that all generative AI features within Contact Center are powered by Zendesk Copilot, and Zendesk AI Service Specific Terms will apply.</span></p>
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<div class="card-header" id="hd_af"><span style="color: #000000;"><button class="btn btn-link" data-bs-target="#intro_af" data-bs-toggle="collapse">&gt; Analytics Functionality</button></span></div>
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<p class="body"><span style="color: #000000;">If Customer's Service Plan allows use of Zendesk Explore or reporting and analytics functionality within Zendesk Suite (collectively, "Analytics Functionality") or Customer otherwise subscribes to or utilizes Analytics Functionality as a Service, the following Supplemental Terms apply:</span></p>
<p><span style="color: #000000;">Customer will not use Analytics Functionality for the purpose of "automated decision-making" as described in GDPR Art. 22, or for use cases that pose a clear threat or significant risk to health, safety, or fundamental rights, including for purposes that materially impact the outcome of an employment decision. Analytics Functionality is also subject to certain product restrictions, including usage limits, as communicated to Customer on the Zendesk site. </span></p>
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<div class="card-header" id="hd_ag"><span style="color: #000000;"><button class="btn btn-link" data-bs-target="#intro_ag" data-bs-toggle="collapse">&gt; Zendesk Ticket Storage Functionality</button></span></div>
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<p><span style="color: #000000;">All Service Plans allow Customer to store tickets created in Zendesk, up to a maximum storage volume per agent. The exact storage limit applicable to Customer's account is based on the Service Plan. In the event Customer's storage usage exceeds Customer's maximum storage volume, Zendesk reserves the right to enforce storage limits, including charging for additional usage or curtailing usage if limits are surpassed.</span></p>
<p class="body"><span style="color: #000000;">For more information on default storage limits, as well as how to purchase additional storage, please refer to: </span><a href="https://support.zendesk.com/hc/en-us/articles/4408835043994-Managing-data-storage-in-your-Zendesk-account"><span style="color: #000000;">https://support.zendesk.com/hc/en-us/articles/4408835043994-Managing-data-storage-in-your-Zendesk-account</span></a></p>
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<div class="card-header" id="hd_ah"><span style="color: #000000;"><button class="btn btn-link" data-bs-target="#intro_ah" data-bs-toggle="collapse">&gt; Zendesk Sell</button></span></div>
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<p class="body"><span style="color: #000000;">If Customer's Service Plan allows use of Zendesk Sell or Customer otherwise subscribes to or utilizes Zendesk Sell as a Service, the following Supplemental Terms apply:</span></p>
<p><span style="color: #000000;">Customer is prohibited from engaging in the following activities in its use of the Zendesk Sell email campaign functionality: (a) using non-permission based email lists (i.e., lists in which each recipient has not explicitly granted permission to receive emails from Customer by affirmatively opting in to receive those emails); (b) using purchased or rented email lists; (c) using third-party email addresses, domain names, or mail servers without proper permission; (d) sending emails to non-specific addresses (e.g., webmaster@domain.com or info@domain.com); (e) sending emails that result in an unacceptable number of spam or UCE complaints (even if the emails themselves are not actually spam or UCE); (f) failing to include a working “unsubscribe” option in each email that allows the recipient to remove themselves from Customer's mailing list; (g) failing to comply with any request from a recipient to be removed from Customer's mailing list within 10 days of receipt of the request; (h) failing to include in each email a link to the then-current privacy policy applicable to that email; (i) disguising the origin or subject matter of any email or falsifying or manipulating the originating email address, subject line, headers, or transmission path information for any email; (j) failing to include in each email Customer's valid physical mailing address or a link to that information; and (k) including “junk mail,” “chain letters,” “pyramid schemes,” incentives (e.g., coupons, discounts, awards, or other incentives) or other material in any email that encourages a recipient to forward the email to another recipient. Customer will not use Zendesk Sell’s email campaign functionality for high risk activities, which include uses such as the operation of nuclear facilities, air traffic control, life support systems, or where the use or failure of Zendesk Sell could lead to death, personal injury, or environmental damage. Customer will be solely responsible for ensuring that its use of the Service, including without limitation its provision of Service Data to Zendesk Sell through Services, complies with all applicable laws, rules, regulations, industry self-regulatory regimes, and third-party contracts, terms and policies, including without limitation the initiator obligations under CAN-SPAM or other email marketing regulations and for obtaining all consents, authorizations and clearances from Customer’s End Users, Third-Party Products, and any other third-parties that may be required in connection with Zendesk Sell.</span></p>
<p><span style="color: #000000;">If Customer uses the voice or text functionality (“Zendesk Sell Voice”) within Zendesk Sell, Customer understands and agrees that: (a) Zendesk Sell Voice is not recommended to support or carry Emergency Calls/Texts and any such use is subject to the Emergency Calling/Texting terms set forth below; (b) Zendesk and Twilio will not be held liable for any claim, damages, or loss (and Customer hereby waives any and all such claims or causes of action), arising from or relating to (i) Customer's (or its Agents’ or End Users’) inability to use or difficulty using Zendesk Sell Voice to make such Emergency Calls or (ii) any test Emergency Calls made by Customer (or its Agents or End Users); (c) Customer is solely responsible for its operation of Zendesk Sell Voice (including the available texting functionality) in compliance with all applicable laws in all jurisdictions, including, but not limited to, the telephone recording and wiretapping laws and laws related to telemarketing, robocalling, call spoofing and spam, such as the Telephone Consumer Protection Act, Telemarketing Sales Rule, or Do Not Call Implementation Act; (d) as between Customer and Zendesk, Customer or its Agents are the initiator and sender of any call or SMS/MMS message transmitted through Customer's Account, whether sent manually or by means of an automation; and (e) Customer will defend, hold harmless, and indemnify Zendesk from and against any third-party claims arising from any of the foregoing.</span></p>
<p><span style="color: #000000;">Zendesk Sell Voice is subject to the same Twilio Terms described above, and the same terms with respect to Disintermediated Services also apply. Should Twilio report to Zendesk that Customer is allegedly violating the restrictions in these Twilio Terms, Zendesk will reach out to Customer to cease the offending activity. If Customer is unable to cease such activity, Zendesk may have to restrict the offending activity on the account, including removing relevant functionality for the account.</span></p>
<p><span style="color: #000000;">Use of Zendesk Sell Voice and the related functionality is subject to the obligation to pay applicable Charges, including usage-based and other applicable Charges stated on the Zendesk site (available here: </span><a href="https://www.zendesk.com/sell/pricing/"><span style="color: #000000;">https://www.zendesk.com/sell/pricing/</span></a><span style="color: #000000;"> and </span><a href="https://support.zendesk.com/hc/en-us/articles/4408821619994"><span style="color: #000000;">https://support.zendesk.com/hc/en-us/articles/4408821619994</span></a><span style="color: #000000;">). By enabling or otherwise using Zendesk Sell, Customer agrees to pay these Charges. Usage-based Charges are subject to change and may be revised by Zendesk at any time. Any changes made to usage-based Charges will be made across all Customers and will not be targeted towards individual Customers. At Zendesk’s election, Charges for Zendesk Sell Voice may be charged in arrears or by requiring Customer to prepay for expected usage. To the extent that Customer has or is required to prepay for expected usage of Zendesk Sell Voice, Customer's credit card will be charged by such additional amount Customer requests.</span></p>
<p><span style="color: #000000;">Zendesk reserves the right to monitor and periodically audit Customer's use of Zendesk Sell Voice to ensure that its use complies with the Agreement and the Zendesk Sell Service Plan restrictions on the Zendesk site. Should Zendesk discover that Customer or any of its Agents' use of Zendesk Sell Voice is not in compliance with the Agreement and the relevant Zendesk Sell Service Plan restrictions, Zendesk reserves the right to charge Customer, and Customer hereby agrees to pay for, such usage in addition to other remedies available to Zendesk. Zendesk may disable the phone numbers provided to Customer for the use of Zendesk Sell Voice if, in Zendesk’s sole discretion, such numbers are substantially underused for 30 days, or if Customer's subscription to Zendesk Sell is otherwise suspended, terminated, or canceled.</span></p>
<p><span style="color: #000000;">Some jurisdictions may require that Customer's business have an address within the jurisdiction to purchase or use a phone number through Zendesk Sell Voice or provide other information related to Customer's business. If Customer is in such a jurisdiction, Customer agrees to provide a business address within the jurisdiction or otherwise provide the required information. Customer further authorizes Zendesk to disclose the given address or other information to Zendesk's third-party voice service provider, Twilio, any necessary governmental agency, and the telecommunications entities generating the phone number or providing it to Twilio. Such information will be considered Confidential Information under the Agreement (subject to Customer's consent to share it with the listed parties above). Customer further understands that its phone number in the jurisdiction may be taken out of service or not provisioned if Customer is unable to provide the requested information.</span></p>
<p><span style="color: #000000;">If Customer uses the enrichment or prospecting functionality (“Zendesk Sell Reach”) within Zendesk Sell, Customer understands and agrees that (i) Customer is solely responsible for its operation of Zendesk Sell Reach (including the available functionalities) in compliance with all applicable laws in all jurisdictions, including, but not limited to, laws relating to telemarketing and spam, such as the Telephone Consumer Protection Act, Do Not Call Implementation Act, CAN-SPAM, and data privacy laws; and (ii) Zendesk will not be held liable for any claim, damages, or loss (and Customer hereby waives any and all such claims or causes of action) arising from or relating to Customer's (or its Agents’ or End Users’) use of Zendesk Sell Reach.</span></p>
<p><span style="color: #000000;">Use of Zendesk Sell Reach and the related functionality is subject to the obligation to pay applicable charges, including usage-based and other applicable Charges stated on the Zendesk site (available here: </span><a href="https://www.zendesk.com/sell/reach/"><span style="color: #000000;">https://www.zendesk.com/sell/reach/</span></a><span style="color: #000000;"> and </span><a href="https://support.zendesk.com/hc/en-us/articles/4408838896922"><span style="color: #000000;">https://support.zendesk.com/hc/en-us/articles/4408838896922</span></a><span style="color: #000000;">). By enabling or otherwise using Zendesk Sell, Customer agrees to pay these charges. Usage-based Charges are subject to change and may be revised by Zendesk at any time. Any changes made to usage-based Charges will be made across all Customers and will not be targeted towards individual Customers At Zendesk’s election, Charges for Zendesk Sell Reach may be charged in arrears or by requiring Customer to prepay for expected usage. Zendesk Sell Reach usage credits will expire one (1) month from the date of purchase if unused at that time. For Zendesk Sell, Agents are referred to as Zendesk Sell Users. All references to "Agents" in the Agreement apply to Customer's Zendesk Sell users.</span></p>
<p><span style="color: #000000;">Zendesk reserves the right, at its sole discretion, to terminate any free Zendesk Sell accounts that have been inactive for 180 or more days without notice and to re-assign the subdomain(s) associated with such terminated Zendesk Sell account.</span></p>
<p><span style="color: #000000;">To the extent that (i) Zendesk Sell Voice is a number based or number independent interpersonal communications service under the EECC, (ii) Customer is a micro-enterprise, small enterprise, or not-for-profit organisation, and (iii) Zendesk provides Customer with Zendesk Sell Voice within the European Economic Area or the United Kingdom, Customer agrees that the EECC Waivers will apply to Customer (to the extent applicable).</span></p>
</div></div>
</div>
<div class="card">
<div class="card-header" id="hd_aj"><span style="color: #000000;"><button class="btn btn-link" data-bs-target="#intro_aj" data-bs-toggle="collapse">&gt; Emergency Calling within the Products</button></span></div>
<div class="collapse hide" id="intro_aj"><div class="card-body">
<p class="body"><span style="color: #000000;">Where Zendesk provides the ability to connect over voice or text with emergency services or suicide prevention hotlines (“Emergency Calling/Texting”), it does so subject to these terms, conditions, and limitations:</span></p>
<p><span style="color: #000000;">Emergency Calling/Texting is available in the countries set forth here: </span><a href="https://support.zendesk.com/hc/en-us/articles/4411085317018-Emergency-Calling-in-Zendesk-Talk"><span style="color: #000000;">https://support.zendesk.com/hc/en-us/articles/4411085317018-Emergency-Calling-in-Zendesk-Talk</span></a><span style="color: #000000;"> and </span><a href="https://support.zendesk.com/hc/en-us/articles/4413085281306-Using-emergency-calling-in-Zendesk-Sell-Voice"><span style="color: #000000;">https://support.zendesk.com/hc/en-us/articles/4413085281306-Using-emergency-calling-in-Zendesk-Sell-Voice</span></a><span style="color: #000000;"> (the “Articles”).</span></p>
<p><span style="color: #000000;">In all cases unless absolutely necessary, Zendesk recommends using traditional telephony for making Emergency Calls/Texts instead of using Emergency Calling/Texting within the Services. Emergency Calling/Texting is Internet based and is different from and may include limitations compared to traditional wireline service. For example, Emergency Calling/Texting may be unavailable due to loss of power, internet connectivity, technical infeasibility, suspension of services due to billing issues, Zendesk outage, or an outage within Customer's network or the network of Zendesk's underlying provider or their carriers. Emergency Calling/Texting does not currently include access to other non-emergency help lines, such as Harmonised Services of Social Value in the EU.</span></p>
<p><span style="color: #000000;">In countries where Zendesk's underlying provider charges a fee for address registration or Emergency Calling/Texting, a fee may apply. In some cases, local emergency answering services cannot process address or caller ID information and may not receive it. If no address is provided, the emergency professional answering the phone will not have access to the emergency address information or callback information unless provided with this information orally during the emergency call. Because registered address and not GPS address is used, the use of emergency calling services from a location other than the location indicated in the registered address may result in calls being routed to an emergency service provider not located near the End User — for example, if the registered address is set as a company’s office but an Agent of Customer places an emergency call from their home, the office address could be passed on to the emergency response professionals.</span></p>
<p><span style="color: #000000;">Emergency Calling/Texting is not intended to be used in settings in which emergency situations frequently arise, for example, in assisted living facilities, nursing homes and other similar facilities, or emergency call centers. </span></p>
</div></div>
</div>
<div class="card">
<div class="card-header" id="hd_ak"><span style="color: #000000;"><button class="btn btn-link" data-bs-target="#intro_ak" data-bs-toggle="collapse">&gt; Zendesk Sunshine</button></span></div>
<div class="collapse hide" id="intro_ak"><div class="card-body">
<p class="body"><span style="color: #000000;">If Customer's Service Plan allows use of Zendesk Sunshine or third-party data storage functionality (collectively, "Zendesk Sunshine") or Customer otherwise subscribes to or utilizes Zendesk Sunshine as a Service, the following Supplemental Terms apply:</span></p>
<p><span style="color: #000000;">Some features of Zendesk Sunshine may be subject to usage limits as explained on the Zendesk site and Documentation. By enabling or otherwise using Zendesk Sunshine, Customer agrees to the applicable feature specifications and limitations. Further, Customer acknowledges that it is responsible for the Service Data Customer inputs into Zendesk Sunshine in accordance with the Agreement.</span></p>
</div></div>
</div>
<div class="card">
<div class="card-header" id="hd_al"><span style="color: #000000;"><button class="btn btn-link" data-bs-target="#intro_al" data-bs-toggle="collapse">&gt; AI Agents</button></span></div>
<div class="collapse hide" id="intro_al"><div class="card-body"><div id="topic_gvh_fmr_43b" aria-labelledby="ariaid-title7">
<p><span style="color: #000000;">If Customer's Service Plan allows use of Zendesk AI agents, including the features formerly known as Zendesk Bots, Answer Bot, Article Recommendations, Flow Builder, and Ultimate (collectively, "AI Agents"), the following Supplemental Terms apply:</span></p>
<p><span style="color: #000000;">As documented on the Zendesk site or within an Order Form, Customer's Service Plan may entitle Customer to use a specified number or value (“Allowance”) of Zendesk AI Agent resolutions (“Automated Resolutions”) during a given time period (each, a “Usage Period”).</span></p>
<p><span style="color: #000000;">Unless otherwise agreed, Customer's Usage Period will be annual and the Allowance will be prorated into annual usage periods aligned with the Subscription Term and will expire annually. However, (i) if Customer's Subscription Term is less than 12 months, Customer's Usage Period will be its Subscription Term; and (ii) if Customer's Subscription Term is not a multiple of 12 months, the first Usage Period will be the tail, and subsequent Usage Periods will be annual (e.g., for a Customer with a 30-month Subscription Term, the first Usage Period will be 6-months, and subsequent Usage Periods will be annual).</span></p>
<p><span style="color: #000000;">Unless otherwise stated in an Order Form, Allowance becomes available on the Service Start Date, can only be used during the applicable Usage Period, and cannot be used after the Service End Date. Allowance has no stored or cash value, is nonrefundable and nontransferable, and cannot be converted into, or result in, a credit to Customer’s account.</span></p>
<p><span style="color: #000000;">If Customer exceeds its Allowance during the applicable Usage Period, Customer agrees to pay for excess Automated Resolutions at the current list price (“Pay-as-you-go Fee”). Pay-as-you-go Fees will be charged monthly in arrears, irrespective of Customer's subscription billing period (“Monthly Billing Period”); provided, however, that invoices below a minimum threshold may be accumulated and billed in subsequent months. If Customer is invoiced by Zendesk for the Services, the Pay-as-you-go Fees will appear on the applicable invoice, and Customer agrees to pay such invoice in accordance with the terms of the Agreement. If Customer has authorized Zendesk to automatically charge subscription Charges to Customer's credit card or other payment instrument, the Pay-as-you-go Fees will be automatically charged to Customer's credit card or other payment instrument. In the event Customer replaces its current Order Form mid-term with a new Order Form, Customer understands that any Pay-as-you-go Fees incurred prior to the date of the new Order Form is signed will remain payable, regardless of the effective date of the new Order Form. All disputes that impact payment obligations (including disputes regarding Automated Resolutions usage or Pay-as-you-go Fees incurred) must be made in good faith and submitted to Zendesk prior to the payment due date, or within 30 days of invoice if Customer is on immediate payment terms. </span></p>
<p><span style="color: #000000;">If Customer expects to exceed its Allowance during a Usage Period, Customer may purchase additional Automated Resolutions.</span></p>
<p><span style="color: #000000;">Customer may also cap its usage of AI Agents at its Allowance. If Customer elects to cap its usage, the cap will take effect in Customer's next Monthly Billing Period (and cannot be applied to the current Monthly Billing Period).</span></p>
<p><span style="color: #000000;">Zendesk makes available a dashboard to help Customer track Automated Resolution usage (“Dashboard”). Customer acknowledges that the Dashboard is not updated in real-time, and Zendesk will not be responsible for any Pay-as-you-go Fees arising out of any delay in updating Customer's usage.</span></p>
<p><span style="color: #000000;">For purposes of measuring Automated Resolutions, Customer understands that there may be circumstances where the system will not be able to identify an unauthenticated user as the same unique visitor over multiple interactions (e.g., when the user interacts over multiple channels, browsers, or devices), resulting in their visits being counted as separate interactions. These circumstances can be mitigated with user authentication, and will not form the basis of any claim against Zendesk.</span></p>
<p><span style="color: #000000;">Zendesk may, but is not required to, apply methods to exclude certain Automated Resolutions from calculations, which could reduce the total Automated Resolutions counted against Customer's Allowance. These methods may be adjusted by Zendesk when commercially reasonable, which may result in changes to Customer's Automated Resolutions usage.</span></p>
<p><span style="color: #000000;">If Customer uses AI Agents, Customer understands and agrees that it is solely responsible for its operation of the functionality (including the available functionalities) in compliance with all applicable laws in all jurisdictions, including, but not limited to, laws prohibiting misleading consumers about the artificial identity of an automated online account, such as the California Bolstering Online Transparency Act, and in compliance with all third-party rights, including intellectual property rights.</span></p>
<p><span style="color: #000000;">Customer understands that AI Agents Advanced is not currently covered under Advanced Data Privacy and Protection, and Enhanced Disaster Recovery.</span></p>
</div></div></div>
</div>
<div class="card">
<div class="card-header" id="hd_faa"><span style="color: #000000;"><button class="btn btn-link" data-bs-target="#intro_faa" data-bs-toggle="collapse">&gt; Forethought AI Agents</button></span></div>
<div class="collapse hide" id="intro_faa"><div class="card-body">
<p><span style="color: #000000;">If Customer’s Service Plan allows use of Forethought AI Agents (including, without limitation, add-on features such as Forethought Discover, Forethought Multibrand or Forethought Analytics API) (collectively, "Forethought AI Agents") the following Supplemental Terms apply:</span></p>
<p><span style="color: #000000;">AI Agents Supplemental Terms will apply to Forethought AI Agents, except that Customer will not have the ability to automatically cap consumption of its Automated Resolution Allowance in the Forethought AI Agents Dashboard. Customer will be responsible for monitoring Forethought AI Agent Automated Resolution usage, and acknowledges that if Customer exceeds its allowance during the applicable Usage Period, Customer agrees to pay Pay-As-You-Go fees. References to “AI Agents” are replaced with “Forethought AI Agents”.</span></p>
<p><span style="color: #000000;">Customer acknowledges that any “Realized Savings” or “Cost Savings” metric displayed in the Forethought AI Agents Insights dashboards is an estimate provided for informational purposes only.</span></p>
<p><span style="color: #000000;">Zendesk Voice terms will apply to voice and SMS functionality within Forethought AI Agents ("Forethought Voice"), where references to "Voice" and "Talk Partner Edition" are replaced with "Forethought Voice" and "Forethought Voice - Bring Your Own Carrier", respectively. "Forethought Voice - Bring Your Own Carrier" refers to Customer's option to provide its own carrier credentials and import existing phone numbers through its own Twilio account for use with Forethought Voice. </span></p>
<p><span style="color: #000000;">The Supplemental Terms for Zendesk AI apply to Forethought AI Agents. For these purposes, all references to "Zendesk AI" are deemed to include Forethought AI Agents.</span></p>
<p><span style="color: #000000;">The Supplemental Terms for Zendesk QA (Klaus) govern Customer’s use of the Forethought AI Agents - Agent QA feature. All references to “Zendesk QA (Klaus)” are replaced with “Forethought Agent QA.” </span></p>
<p><span style="color: #000000;">Customer further acknowledges that Forethought AI Agents are not currently covered under or eligible for Zendesk Premier Support, Data Center Location Add-On, FedRAMP Tailored Certification, Advanced Data Privacy and Protection, and Enhanced Disaster Recovery.</span></p>
</div></div>
</div>
<div class="card">
<div class="card-header" id="hd_am"><span style="color: #000000;"><button class="btn btn-link" data-bs-target="#intro_am" data-bs-toggle="collapse">&gt; Messaging Integrations</button></span></div>
<div class="collapse hide" id="intro_am"><div class="card-body">
<p class="body"><span style="color: #000000;">Certain Zendesk products and features, including Sunshine Conversations, Zendesk messaging, Live Chat Functionality, Ticketing System Functionality channel integrations, the Social Messaging Add-On, and the Agent Workspace (collectively, “Messaging Integrations”) allow Customers to integrate the Services with various third-party messaging platforms, such as WhatsApp, Facebook Messenger, Line, X (formerly Twitter), WeChat, Instagram, Slack, and Apple Business Chat ("collectively, “Non-Zendesk Messaging Platforms”). If Customer uses the Messaging Integrations or otherwise makes external API calls to Non-Zendesk Messaging Platforms through Zendesk (e.g., through bot builder), Customer hereby acknowledges that the Non-Zendesk Messaging Platforms are Third-Party Products as defined in the Agreement and certifies that it has agreed to and will comply with the terms of service that such Non-Zendesk Messaging Platforms use to govern the use of their platform(s) (the “Non-Zendesk Messaging Platform Terms”). Such Non-Zendesk Messaging Platform Terms include but are not limited to the terms available at the following links, and any policies and terms referenced therein:</span></p>
<p><span style="color: #000000;">Meta and its Affiliates: </span></p>
<ul>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="e4d70b7dd8a13887f7506bf7222dc11d9"><a href="https://www.whatsapp.com/legal/business-solution-terms/"><span style="color: #000000;">https://www.whatsapp.com/legal/business-solution-terms/</span></a></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="e35707616cea4e1785f35aace79705e5b"><a href="https://www.whatsapp.com/legal/business-terms/"><span style="color: #000000;">https://www.whatsapp.com/legal/business-terms/</span></a></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="ea52d06161296b2dd8df2d0894ff041ea"><a href="https://www.whatsapp.com/legal/business-policy/"><span style="color: #000000;">https://business.whatsapp.com/policy</span></a></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" aria-level="1" data-list-item-id="e5c219c85f2520e914af9b43c58899b8f">
<a href="https://www.whatsapp.com/legal/commerce-policy/"><span style="color: #000000;">https://www.whatsapp.com/legal/commerce-policy/</span></a><span style="color: #000000;"> </span>
</li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" aria-level="1" data-list-item-id="e76eef255386bbf167d999a803739f1fe"><a href="https://www.whatsapp.com/legal/meta-terms-whatsapp-business" target="_blank" rel="noopener noreferrer"><span style="color: #000000;">https://www.whatsapp.com/legal/meta-terms-whatsapp-business</span></a></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="e393711f4c106a5cc8340c6d6f2d108a3">
<a href="https://www.facebook.com/legal/terms"><span style="color: #000000;">https://www.facebook.com/legal/terms</span></a><span style="color: #000000;"> </span>
</li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" aria-level="1" data-list-item-id="e531e8bfa523466f99127c1396af60c8e"><a href="https://www.facebook.com/legal/commercial_terms"><span style="color: #000000;">https://www.facebook.com/legal/commercial_terms</span></a></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="e4b33ff3360e0856ec608799f08cfbe27"><a href="https://developers.facebook.com/docs/messenger-platform/policy"><span style="color: #000000;">https://developers.facebook.com/docs/messenger-platform/policy</span></a></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="ef30904d7213da965d62e4f89767d5730"><a href="https://help.instagram.com/478745558852511"><span style="color: #000000;">https://help.instagram.com/478745558852511</span></a></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="e22a0f2ec5f0ab666b4b52de217f87a18"><a href="https://transparency.meta.com/policies/community-standards/" target="_blank" rel="noopener noreferrer"><span style="color: #000000;">https://transparency.meta.com/policies/community-standards/</span></a></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="eb7866c599735aeb64f29cd7fb1d04c3c"><a href="https://www.facebook.com/legal/technology_terms"><span style="color: #000000;">https://www.facebook.com/legal/technology_terms</span></a></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="e8c55b32cfe5502f3bc8c35a4b73912e5"><a href="https://www.facebook.com/legal/BetaProductTestingTerms"><span style="color: #000000;">https://www.facebook.com/legal/BetaProductTestingTerms </span></a></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="e0508a1132a543a6b473069d9920da174"><a href="https://www.facebook.com/legal/Meta-Hosting-Terms-Cloud-API?_rdr" target="_blank" rel="noopener noreferrer"><span style="color: #000000;">https://www.facebook.com/legal/Meta-Hosting-Terms-Cloud-API</span></a></li>
</ul>
<p><span style="color: #000000;">Line:</span></p>
<ul><li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="e7576f11b0676349c80d1521afda9e2ae"><a href="https://terms.line.me/line_terms/?lang=en"><span style="color: #000000;">https://terms.line.me/line_terms/?lang=en</span></a></li></ul>
<p><span style="color: #000000;">X (formerly Twitter):</span></p>
<ul>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="ea25039ada8b704d78683ee174f860015"><a href="https://x.com/en/tos" target="_blank" rel="noopener noreferrer"><span style="color: #000000;">https://x.com/en/tos</span></a></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="e65e026a1577c4294145c285d01512547"><a href="https://developer.x.com/en/developer-terms/agreement" target="_blank" rel="noopener noreferrer"><span style="color: #000000;">https://developer.x.com/en/developer-terms/agreement</span></a></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="e05a75d664c4631967c78eb827c13533d"><a href="https://developer.x.com/en/developer-terms/policy" target="_blank" rel="noopener noreferrer"><span style="color: #000000;">https://developer.x.com/en/developer-terms/policy </span></a></li>
</ul>
<p><span style="color: #000000;">WeChat:</span></p>
<ul>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="e97723d2e63666be958613dee1ec0f43d"><a href="https://www.wechat.com/en/service_terms.html"><span style="color: #000000;">https://www.wechat.com/en/service_terms.html</span></a></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="edf08d170880d224222651f8c662941e0"><a href="https://open.weixin.qq.com/cgi-bin/frame?t=news/protocol_developer_tmpl"><span style="color: #000000;">https://open.weixin.qq.com/cgi-bin/frame?t=news/protocol_developer_tmpl</span></a></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="eff393eab0b00fa5d22866ff91a98db04"><a href="https://weixin.qq.com/cgi-bin/readtemplate?lang=en&amp;t=weixin_agreement&amp;s=default&amp;cc=CN"><span style="color: #000000;">https://weixin.qq.com/cgi-bin/readtemplate?lang=en&amp;t=weixin_agreement&amp;s=default&amp;cc=CN</span></a></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="e7abe6d9c8f56aa94d868eb74f024f3ff"><a href="https://www.qq.com/contract.shtml"><span style="color: #000000;">https://www.qq.com/contract.shtml</span></a></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="efbe2557783758f5117d4c7cf171bcbc7"><a href="https://zc.qq.com/chs/agreement1_chs.html"><span style="color: #000000;">https://zc.qq.com/chs/agreement1_chs.html</span></a></li>
</ul>
<p><span style="color: #000000;">Slack:</span></p>
<ul><li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" aria-level="1" data-list-item-id="ed1121f3c2cd06cb3c17251c936b69e94">
<a href="https://slack.com/terms-of-service/api"><span style="color: #000000;">https://slack.com/terms-of-service/api</span></a><span style="color: #000000;"> </span>
</li></ul>
<p><span style="color: #000000;">Apple Business Chat:</span></p>
<ul>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="eeba601cf5565a6ba8ccd8ddc2a0447a6"><a href="https://register.apple.com/resources/tou/register_en.html"><span style="color: #000000;">https://register.apple.com/resources/tou/register_en.html</span></a></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="e932c7da933c9d2336e0aee51ebe03cc2"><a href="https://register.apple.com/tou/bca/latest/en"><span style="color: #000000;">https://register.apple.com/tou/bca/latest/en</span></a></li>
</ul>
<p><span style="color: #000000;">Zendesk may make Messaging Integrations to other Non-Zendesk Messaging Platforms available as described in the Documentation, and Customer agrees to and will comply with all applicable Non-Zendesk Messaging Platforms Terms, regardless of whether they are specifically listed herein. If Customer does not agree to certain Non-Zendesk Messaging Platform Terms, Customer cannot use the applicable Non-Zendesk Messaging Platform.</span></p>
<p><span style="color: #000000;">Customer acknowledges and agrees that Zendesk does not operate the Non-Zendesk Messaging Platforms or the business integration services provided by the Non-Zendesk Messaging Platforms.</span></p>
<p><span style="color: #000000;">Customer agrees not to use any Messaging Integrations that integrate with Non-Zendesk Messaging Platforms to: (i) facilitate direct conversations between End Users and healthcare providers; or (ii) send or collect any patient data obtained from healthcare providers.</span></p>
<p><span style="color: #000000;">Currently, Zendesk does not charge usaged-based Charges related to use of the Messaging Integrations that exist within Ticketing System Functionality, Live Chat Functionality, or Agent Workspace. However, Zendesk reserves the right to start charging Customer usage-based Charges with respect to any Messaging Integrations at any time in its sole discretion, including by passing down mandatory usage charges levied by Non-Zendesk Messaging Platforms. By enabling or otherwise using the Messaging Integrations, Customer agrees to pay these usage-based Charges (if such usage-based Charges are instituted). If usage-based Charges commence, such usage-based Charges are subject to change and may be revised by Zendesk at any time. Any commencement of usage-based Charges or changes to the list price of usage-based Charges will be made across all Customers and will not be targeted towards individual Customers.</span></p>
<p><span style="color: #000000;">To use any Messaging Integrations that integrate with WhatsApp, Customer must have a WhatsApp business account (“WhatsApp Account”) and at least one WhatsApp phone number purchased via Zendesk (“WhatsApp Number”). Unless otherwise described in the Documentation, WhatsApp Numbers are sold separately from the Messaging Integrations. In connection with the Messaging Integrations, Customer is entitled to use no more than the number of WhatsApp numbers that it purchases from Zendesk.</span></p>
<p><span style="color: #000000;">Additionally, WhatsApp must approve Customer’s use of its WhatsApp Account, which may result in a limited time period following purchase of a Messaging Integration during which Customer will not have access to WhatsApp. As needed, during the sales process or following purchase of the Messaging Integration, Zendesk will submit Customer to WhatsApp for approval. If WhatsApp approves Customer’s use, Zendesk will configure Customer’s Account accordingly. There may be additional actions required of Customer to activate any of the Messaging Integrations that Zendesk will communicate to Customer WhatsApp may not approve Customer’s use in its sole discretion and may revoke prior approval at any time. Should Customer not be approved by WhatsApp, Zendesk will refund any subscription Charges paid for access to WhatsApp via the Messaging Integrations. Should WhatsApp revoke previously given approval of Customer or otherwise eliminate Customer’s access to the WhatsApp Service functionality required for use of the Messaging Integrations at any time during the Subscription Term, Zendesk will refund Customer any pre-paid subscription Charges paid specifically for access to WhatsApp via the Messaging Integrations covering the remainder of the Subscription Term after the effective date of Customer’s removal of access to WhatsApp, provided that Customer notifies Zendesk of such removal of access within 10 business days of removal. If Customer does not notify Zendesk of removal of access within the 10 business day notice period, Customer will not be eligible for a refund. Customer acknowledges that using Sunshine Conversation to connect Customer to the WhatsApp Business Solution does not make Customer a partner of Meta or WhatsApp, or entitle Customer to make any public representations as to being a Meta or WhatsApp partner or solution provider. Additionally, if Customer uses a WhatsApp Number to send proactive notifications, Customer will comply with Meta’s requirements and guidelines to send expected, relevant, and timely messages as set forth at </span><a href="https://developers.facebook.com/docs/whatsapp/message-templates/guidelines"><span style="color: #000000;">https://developers.facebook.com/docs/whatsapp/message-templates/guidelines</span></a><span style="color: #000000;">, </span><a href="https://developers.facebook.com/docs/whatsapp/overview/getting-opt-in"><span style="color: #000000;">https://developers.facebook.com/docs/whatsapp/overview/getting-opt-in</span></a><span style="color: #000000;">, and as described in the WhatsApp Business Messaging Policy and Commerce Policy linked to above.</span></p>
<p><span style="color: #000000;">To use any Messaging Integrations that integrate with Slack, Customer must have a Slack enterprise account (“Slack Account”) . Slack enterprise accounts are sold separately from the Messaging Integrations.</span></p>
<p><span style="color: #000000;">Customer's use of the Messaging Integrations is subject to a usage limit of 50,000 messages per month processed through the Messaging Integrations per Agent licensed to use the Messaging Integrations. The usage limit is cumulative, meaning if Customer has 5 Agents authorized to use the Messaging Integrations, the total usage limit for Customer's Account is 250,000 messages processed through the Messaging Integrations per month.</span></p>
<p><span style="color: #000000;">Customer's Use of the Messaging Integrations is subject to usage limits communicated in the Documentation or, with respect to the Sunshine Conversations, in the Sunshine Conversations Service-Specific Terms or in the Documentation.</span></p>
</div></div>
</div>
<div class="card">
<div class="card-header" id="hd_da"><span style="color: #000000;"><button class="btn btn-link" data-bs-target="#intro_da" data-bs-toggle="collapse">&gt; Sunshine Conversations</button></span></div>
<div class="collapse hide" id="intro_da"><div class="card-body"><div id="topic_gvh_fmr_43b" aria-labelledby="ariaid-title7">
<p><span style="color: #000000;"><span class="wysiwyg-underline">General Terms for all Sunshine Conversations Customers:</span> All use of Sunshine Conversations, including under the specific licenses set forth below and whether via Zendesk Suite or on a standalone basis, is subject to the terms of the Agreement and these Supplemental Terms. Regardless of the type of Customer's subscription, Customer is ultimately responsible and liable for all use of Sunshine Conversations that occurs in Customer's Account.</span></p>
<p><span style="color: #000000;">Use of Sunshine Conversations may be subject to the obligation to pay applicable charges and platform fees as detailed on the in the Documenation and in these Supplemental Terms. By enabling or otherwise using Sunshine Conversations, Customer agrees to pay all applicable charges related to Customer's or its End Users’ use of Sunshine Conversations.</span></p>
<p><span style="color: #000000;">As documented on the Zendesk site or within an Order Form, the Service Plan that Customer purchases may entitle Customer to contact up to a specified number of monthly End Users using Sunshine Conversations (“MAUs”) and send a specified amount of attempted or sent text, multimedia, and structured messages to any supported third-party messaging platforms via the Sunshine Conversations Notification API “(Notifications”). Additional MAUs and Notifications may be purchased if Customer's use exceeds its MAUs or Notifications limits. For the avoidance of doubt, any Sunshine Conversations MAUs generated to connect Ultimate to Zendesk will not be counted toward Customer's monthly allocation. If Sunshine Conversations is used to connect a third-party endpoint to the conversation or for advanced integrations, then those MAUs will be considered billable.</span></p>
<p><span style="color: #000000;">In addition to the above, during the Subscription Term, Customer’s MAU and/or Notification volume is limited to the amount of MAUs and/or Notifications listed in the relevant Documentation or on Customer's Order Form (the “Maximum MAUs and/or Notifications"). Should Customer incur usage in excess of the Maximum MAUs and/or Notifications at any time during the Subscription Term, Zendesk reserves the right to charge Customer usage-based Charges equal to the list price of the amount of MAUs and/or Notifications actually incurred, or the overage rate specified in Customer's Service Order. Should Customer incur usage in excess of 2 times the Maximum MAUs and/or Notifications for any 3 months (whether or not consecutive) during the Subscription Term, Zendesk will give Customer a 90 day grace period to bring usage in compliance with the Maximum MAUs and/or Notifications limit. If after that 90 day period Customer’s use is not in compliance with such limits, Zendesk will increase Customer’s Maximum MAU and/or Notification amounts to reflect actual incurred maximum usage levels and charge Customer Charges for that level of usage for the remainder of the Subscription Term (“True Forward”). Customer agrees to pay such revised True Forward Charges. For the avoidance of doubt, True Forward billing will not apply to Customers whose Order Forms specify a specific overage rate or capped volume. Should Customer incur usage in excess of 10 times the Maximum MAU and/or Notification limits at any time during the Subscription Term, Zendesk may immediately suspend Customer’s access and use of Sunshine Conversations until usage is brought in compliance with the Maximum MAU and/or Notification limits or additional MAUs and/or Notifications are purchased.</span></p>
<p><span style="color: #000000;">Further, in the event that the average number of messages exchanged with all of Customer’s End Users exceeds 50 messages per conversation in a given month (“Fair Use Cap”), Customer’s use will be deemed to exceed reasonable expectations of use, and at Zendesk’s option, Customer will either (a) pay Zendesk excess Charges of $10.00 per 1,000 messages sent or received beyond the Fair Use Cap; or (b) immediately terminate the offending End Users’ rights and access to Sunshine Conversations.</span></p>
<p><span style="color: #000000;">For greater clarity, Sunshine Conversations fees do not include any charges that may be assessed by Non-Zendesk Messaging Platforms (e.g., WhatsApp) for access to or use of a channel. Such charges will be Customer's or its End Users’ responsibility, whether paid directly to the applicable third-party messaging platforms or whether such access is resold through Sunshine Conversations, in which case Zendesk will advise Customer in writing as to the applicable charges and Customer will have the right to accept such charges or decline them and not use the associated channel. In the event a Non-Zendesk Messaging Platform imposes special requirements on Zendesk beyond API integrations, including but not limited to hosting endpoints unique to that channel, then Zendesk will have the right to charge Customer for this additional service and Customer will have the right to accept such charges or decline them and not use the associated channel.</span></p>
<p><span style="color: #000000;">For legacy standalone Sunshine Conversations, if Customer's Service Plan for Sunshine Conversations includes the data residency feature, the following terms apply: </span><a href="https://support.zendesk.com/hc/en-us/articles/4408827746330--Data-residency-in-Sunshine-Conversations"><span style="color: #000000;">https://support.zendesk.com/hc/en-us/articles/4408827746330--Data-residency-in-Sunshine-Conversations</span></a><span style="color: #000000;">. Sunshine Conversations is also subject to certain product restrictions, including usage limits, as communicated to Customer on the Zendesk site or in the Documentation.</span></p>
<p><span style="color: #000000;">Zendesk may, if documented on the Zendesk site for Zendesk Sunshine Conversations, charge a hosting fee for storing or making accessible to Customer any historical Service Data relating to Sunshine Conversations (such as past messages sent or received and records of End User interactions or End User messaging channels) for a time period beyond 30 days from the date of creation, and Zendesk reserves the right to delete any such historical Service Data if such fees are not paid by Customer.</span></p>
<p><span style="color: #000000;"><span class="wysiwyg-underline">Brand Customer:</span> If Customer has been granted access to Sunshine Conversations (whether through a paid subscription, a free trial, or as included in Suite, but other than as an ISV Customer), Customer is referred to herein as a “Brand Customer” The Sunshine Conversations SDK is a “Service” under the Agreement, and Customer's use of the Sunshine Conversations SDK as a Brand Customer is governed by the terms of the Agreement.</span></p>
<p><span style="color: #000000;"><span class="wysiwyg-underline">ISV Customer:</span> If Customer has purchased a subscription that permits Customer to re-distribute the Sunshine Conversations SDKs, Customer is referred to herein as an “ISV Customer” Zendesk grants ISV Customer a limited, non-exclusive, non-transferable, non-sublicensable, revocable right and license during the Subscription Term of such subscription, to (i) embed within its application the redistributable components of such Sunshine Conversations SDK in object code form only and distribute such redistributable components to End Users that are using its application for their end use only; and (ii) provide End Users with access to Sunshine Conversations sub-accounts as detailed on the Sunshine Conversations pricing page and related Documentation. ISV Customer will be responsible for ensuring that: (a) all such use conforms with the Agreement and these Supplemental Terms; and (b) all End User use of the Sunshine Conversations SDK conforms to an end user license agreement that is consistent with the Agreement and these Supplemental Terms.</span></p>
<p><span style="color: #000000;">When ISV Customers access or interact with Non-Zendesk Messaging Platforms via Zendesk, such access is subject to terms and conditions required by the applicable Non-Zendesk Messaging Platforms and ISV Customers agree to comply with those terms and conditions, including:</span></p>
<ul>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="e4340e161df89b68f86942461d240c6b2">
<span style="color: #000000;">For Facebook and Instagram: </span><a href="https://developers.facebook.com/terms"><span style="color: #000000;">https://developers.facebook.com/terms</span></a><span style="color: #000000;">;</span>
</li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="e10063a68bb66b4ede588e4f76715307c">
<span style="color: #000000;">For X (formerly Twitter): </span><a href="https://developer.x.com/en/developer-terms/agreement-and-policy" target="_blank" rel="noopener noreferrer"><span style="color: #000000;">https://developer.x.com/en/developer-terms/agreement-and-policy</span></a><span style="color: #000000;">;</span>
</li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="e4b64f44af67ded8a6e785c92fa1502a5">
<span style="color: #000000;">For LINE: </span><a href="https://terms2.line.me/LINE_Developers_Agreement"><span style="color: #000000;">https://terms2.line.me/LINE_Developers_Agreement</span></a><span style="color: #000000;"> and</span><a href="https://terms2.line.me/LINE_Developers_user_data_policy"><span style="color: #000000;"> https://terms2.line.me/LINE_Developers_user_data_policy</span></a><span style="color: #000000;">;</span>
</li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="e9002434a64f7b9a2c6c7a5325d75877a">
<span style="color: #000000;">For Telegram: </span><a href="https://core.telegram.org/api/terms"><span style="color: #000000;">https://core.telegram.org/api/terms</span></a><span style="color: #000000;">; and</span>
</li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="e0579b8a3fc02232284c002d88fb6773b"><span style="color: #000000;">Any written terms and conditions separately provided on the Non-Zendesk Messaging Platform websites, or directly by Zendesk on behalf of the Non-Zendesk Messaging Platforms.</span></li>
</ul>
<p><span style="color: #000000;"><span class="wysiwyg-underline">Source Code Access:</span> If Customer, whether a Brand Customer or an ISV Customer, has purchased a subscription that permits Customer to modify the Sunshine Conversations SDK source code (“Source Code Access”), Zendesk grants Customer a limited, non-exclusive, non-transferable, non-sublicensable, revocable right and license during the Subscription Term of such subscription to modify (but not distribute) the source code of the Sunshine Conversations SDK that Zendesk provided to Customer. If Customer has Source Code Access, Customer will retain all right, title, and interest to any modifications, extensions, or derivative works of the Sunshine Conversations SDKs that it develops or has developed on its behalf in compliance with the Agreement and these Supplemental Terms (the “Source Code Access Derivative Works”), and Zendesk will retain all right, title and interest to the Sunshine Conversations SDK that it provides to Customer, including the source code thereof. The foregoing does not prevent Zendesk from exploiting any intellectual property rights of Zendesk, including any independently developed developments, modifications, adaptations, changes, derivative works, or new works, even if the foregoing is functionally similar or identical to the Source Code Access Derivative Works. Accordingly, Customer will not assert, whether directly or indirectly, any of its intellectual property rights in or to the Source Code Access Derivative Works against Zendesk or any customers or clients of Zendesk, and agrees to impose the foregoing restriction on any third-party who has or obtains any right to enforce any such intellectual property rights.</span></p>
<p><span style="color: #000000;"><span class="wysiwyg-underline">White Label Access:</span> If Customer, whether a Brand Customer or an ISV Customer, has purchased a subscription that permits Customer to white label the Sunshine Conversations SDK, Zendesk grants Customer a limited, non-exclusive, non-transferable, non-sublicensable, revocable right and license during the Subscription Term of such subscription to distribute the white labeled version of the Sunshine Conversations SDK provided by Zendesk to Customer.</span></p>
</div></div></div>
</div>
<div class="card">
<div class="card-header" id="hd_ap"><span style="color: #000000;"><button class="btn btn-link" data-bs-target="#intro_ap" data-bs-toggle="collapse">&gt; Zendesk AI</button></span></div>
<div class="collapse hide" id="intro_ap"><div class="card-body">
<p><span style="background-color: #ffffff; color: #000000;">Zendesk provides certain artificial intelligence or machine learning functionality built on models trained on Zendesk customer experience data. While most customers instruct Zendesk to train such functionality in order to improve the Services, Customer may opt out of research and model training by contacting Zendesk customer support and identifying the Zendesk subdomains that Customer wishes to be opted out. </span></p>
<p><span style="background-color: #ffffff; color: #000000;">If Customer uses Zendesk-trained AI functionality, or AI functionality powered by third-party models (collectively, “Zendesk AI”), the following Supplemental Terms apply:</span></p>
<p><span style="background-color: #ffffff; color: #000000;">Zendesk AI includes features based on probabilistic, automated outputs and should be evaluated for accuracy as appropriate for Customer's use case, which may include employing human review of such output.</span></p>
<p><span style="background-color: #ffffff; color: #000000;">Customer acknowledges that certain Zendesk AI features may be deployed by Customer without human review, including using AI to directly engage with End Users. If Customer elects to turn on such features, Customer will inform its End Users that they are interacting with an AI system, and ensure that Customer's use complies with applicable laws.</span></p>
<p><span style="background-color: #ffffff; color: #000000;">Customer will not use Zendesk AI for the purpose of “automated decision-making” as described in GDPR Art. 22, or for use cases that pose a clear threat or significant risk to health, safety, or fundamental rights, including for the purposes that materially impact the outcome of an employment decision.</span></p>
<p><strong>Generative AI Functionality</strong></p>
<p><span style="background-color: #ffffff; color: #000000;">Zendesk makes available certain generative AI functionality capable of creating new text or other content (“GenAI Functionality”). If Customer enables GenAI Functionality, Customer understands and agrees that: (a) Customer is solely responsible for its (or its Agents’ or End Users’) operation of GenAI Functionality; (b) Customer has reviewed and will comply with all applicable usage policies governing the use of GenAI Functionality; (c) if Agents will use GenAI Functionality, Customer will disclose to Agents that they are interacting with an AI system; (d) if Customer uses GenAI Functionality to interact directly with End Users, Customer will disclose to End Users that they are interacting with an AI system; (e) GenAI Functionality is not a substitute for human review, and will only be used to guide and not replace Agent decision-making; and (f) notwithstanding any provision of the Agreement, Zendesk will have no obligation to indemnify Customer for any IP Claims arising out of Customer's use of GenAI Functionality.</span></p>
<p><span style="background-color: #ffffff; color: #000000;">Customer understands that GenAI Functionality is computer-generated and not human-generated, and may produce inaccurate or biased outputs. Zendesk will not be liable in connection with any inaccuracies or biases produced by GenAI Functionality.</span></p>
<p><span style="background-color: #ffffff; color: #000000;">For more information about GenAI, see: </span><a href="https://support.zendesk.com/hc/en-us/articles/6059285322522"><span style="background-color: #ffffff; color: #000000;">https://support.zendesk.com/hc/en-us/articles/6059285322522</span></a><span style="background-color: #ffffff; color: #000000;">.</span></p>
</div></div>
</div>
<div class="card">
<div class="card-header" id="hd_aq"><span style="color: #000000;"><button class="btn btn-link" data-bs-target="#intro_aq" data-bs-toggle="collapse">&gt; Zendesk Suite Service Plans</button></span></div>
<div class="collapse hide" id="intro_aq"><div class="card-body"><div id="topic_gvh_fmr_43b" aria-labelledby="ariaid-title7"><div class="body"><span style="color: #000000;">Zendesk makes available a number of Service Plans that contain features across Services including the Zendesk Suite, Zendesk Support Suite and Zendesk Sales Suite (collectively, the “Zendesk Suite Offerings”). The Zendesk Suite Offerings include subscriptions to the Services and functionality described as included on the corresponding pricing pages on the Zendesk site. Any Service-Specific Terms applicable to the Services or functionality included in the Zendesk Suite Offerings apply to Customer’s use of the Zendesk Suite Offerings (as applicable).</span></div></div></div></div>
<div class="card">
<div class="card-header" id="hd_cy"><span style="color: #000000;"><button class="btn btn-link" data-bs-target="#intro_cy" data-bs-toggle="collapse">&gt; Zendesk's API and SDKs</button></span></div>
<div class="collapse hide" id="intro_cy"><div class="card-body">
<p><span style="background-color: #ffffff; color: #000000;">Any access to or use of the Zendesk APIs or SDKs is governed by the Zendesk Developer Terms found at: </span><a href="https://www.zendesk.com/company/agreements-and-terms/zendesk-developer-terms/"><span style="background-color: #ffffff; color: #000000;">https://www.zendesk.com/company/agreements-and-terms/zendesk-developer-terms/</span></a><span style="background-color: #ffffff; color: #000000;"> (“Developer Terms”).</span></p>
<p><span style="background-color: #ffffff; color: #000000;">Zendesk prohibits the sharing of API tokens with any third-party. Customer will ensure that its API access, and any access by third-party developers retained by Customer, complies with the Developer Terms, including the requirement to use global OAuth.</span></p>
</div></div>
</div>
<div class="card">
<div class="card-header" id="hd_ar"><span style="color: #000000;"><button class="btn btn-link" data-bs-target="#intro_ar" data-bs-toggle="collapse">&gt; The Zendesk Marketplace</button></span></div>
<div class="collapse hide" id="intro_ar"><div class="card-body">
<p class="body"><span style="color: #000000;">If Customer uses or accesses the Marketplace, as available in Customer's Account and at </span><a href="https://www.zendesk.com/marketplace/" target="_blank" rel="noopener noreferrer"><span style="color: #000000;">https://www.zendesk.com/marketplace/</span></a><span style="color: #000000;">, Customer agrees to the Marketplace Terms of Use found at: </span><a href="https://www.zendesk.com/company/agreements-and-terms/marketplace-terms-of-use/" target="_blank" rel="noopener noreferrer"><span style="color: #000000;">https://www.zendesk.com/company/agreements-and-terms/marketplace-terms-of-use/</span></a><span style="color: #000000;"> (the “Marketplace Terms”). As described in the Marketplace Terms, certain additional terms may apply to Customer's use of Applications (as defined in the Marketplace Terms).</span></p>
<p class="undefined"><span style="color: #000000;">Built By Zendesk applications, which are not Services under the Agreement, are governed by the Built By Zendesk Application Agreement found at: </span><a href="https://www.zendesk.com/company/built-by-zendesk-agmt/"><span style="color: #000000;">https://www.zendesk.com/company/built-by-zendesk-agmt/</span></a><span style="color: #000000;">.</span></p>
</div></div>
</div>
<div class="card">
<div class="card-header" id="hd_as"><span style="color: #000000;"><button class="btn btn-link" data-bs-target="#intro_as" data-bs-toggle="collapse">&gt; Technology Partner Services</button></span></div>
<div class="collapse hide" id="intro_as"><div class="card-body">
<p class="body"><span style="color: #000000;">Third-party developers and service providers ("Technology Partners") may make available applications or functionality that integrate with the Services, including to provide connections to third-party services ("Technology Partner Services").</span></p>
<p><span style="color: #000000;">A. With the exception of the Unified ZCA Technology Partner Services listed in Section B below, all Technology Partner Services are Third-Party Products and subject to the terms or agreement directly between Customer and the Technology Partners.</span></p>
<p><span style="color: #000000;">B. Notwithstanding the foregoing, the Technology Partners and Unified ZCA Technology Partner Services listed in this Section B will not be considered Third-Party Products (unless Customer has accepted or entered into a separate agreement with the Technology Partners) and the following additional terms will apply:</span></p>
<p><span style="color: #000000;">1. Unified ZCA Technology Partner Services. Zendesk will utilize the following Technology Partners who may access and process Service Data to provide additional services to Customer ("Unified ZCA Technology Partner Services"). As applicable, Customer confirms and provides general authorization for Zendesk's use of the following Technology Partners to provide the Unified ZCA Technology Partner Services:</span></p>
<div>
<figure class="wysiwyg-table wysiwyg-table-align-left" style="width: 100%;"><table class="wysiwyg-table-resized">
<colgroup>
<col style="width: NaN%;">
<col style="width: NaN%;">
<col style="width: NaN%;">
</colgroup>
<tbody>
<tr>
<td><span style="color: #000000;">Entity Name</span></td>
<td><span style="color: #000000;">Description of Unified ZCA Technology Partner Services</span></td>
<td><span style="color: #000000;">Applicable Services</span></td>
</tr>
<tr>
<td><span style="color: #000000;">OpenMethods, Inc.</span></td>
<td><span style="color: #000000;">Provides enhanced workflow, automation, and integration capabilities in connection with the Services.</span></td>
<td><span style="color: #000000;">Ticketing System Functionality, Help Center Functionality, Live Chat Functionality, Community Forum Functionality, Voice, Contact Center, Platform Functionality, Zendesk WFM (Tymeshift), AI agents - Advanced (Ultimate)</span></td>
</tr>
<tr>
<td><span style="color: #000000;">Salto Labs, Inc.</span></td>
<td><span style="color: #000000;">Provides configuration management, DevOps, and automation functionality in connection with the Services.</span></td>
<td>
<span style="color: #000000;">&lt;span"&gt;Ticketing System Functionality, Help Center Functionality</span><br><span style="color: #000000;">&lt;/span"&gt;</span>
</td>
</tr>
<tr>
<td><span style="color: #000000;">SweetHawk Pty Ltd.</span></td>
<td><span style="color: #000000;">Provides workflow automation and process management functionality in connection with the Services.</span></td>
<td><span style="color: #000000;">Ticketing System Functionality, Platform Functionality</span></td>
</tr>
</tbody>
</table></figure><p><span style="color: #000000;">2. Access to Unified ZCA Technology Partner Services.</span></p>
<p><span style="color: #000000;">2.1 Access and Account Management. Customer's use of Unified ZCA Technology Partner Services is optional and will be enabled following Customer's purchase of the Unified ZCA Technology Partner Services from Zendesk. Customer may be required to maintain a separate account with the Technology Partner to utilize the associated Unified ZCA Technology Partner Services. Customer and Agents are responsible for maintaining the confidentiality and security of all Unified ZCA Technology Partner Services account login information.</span></p>
<p><span style="color: #000000;">2.2 Support. The applicable Technology Partner will provide Customer with customer and technical support for the related Unified ZCA Technology Partner Services.</span></p>
<p><span style="color: #000000;">3. Service Data Processing and Security.</span></p>
<p><span style="color: #000000;">3.1 Data Subject Rights. Customer will contact the Technology Partner supporting the related Unified ZCA Technology Partner Services with respect to any data subject rights requests during the Subscription Term.</span></p>
<p><span style="color: #000000;">3.2 Data Hosting Location. To the extent a Technology Partner offers regional data hosting location options for its Unified ZCA Technology Partner Services, the Technology Partner will provide configuration information and coordinate with Customer on enabling such regional data hosting.</span></p>
<p><span style="color: #000000;">3.3 Information Security Measures. Technology Partners that support Unified ZCA Technology Partner Services will be subject to requirements consistent with the Technical and Organizational Enterprise Security Measures for Third-Party Service Providers Who Process Service Data found at: </span><a href="https://support.zendesk.com/hc/en-us/articles/4980543927322"><span style="color: #000000;">https://support.zendesk.com/hc/en-us/articles/4980543927322</span></a><span style="color: #000000;">.</span></p>
<p><span style="color: #000000;">3.4 Security Incidents. The applicable Technology Partner will be responsible for notifying Customer of any security incidents impacting Service Data processed or stored within the Technology Partner Services systems and environments. To the extent that Zendesk becomes aware of a potential security incident impacting Unified ZCA Technology Partner Services, Zendesk will undertake commercially reasonable efforts to inform Customer.</span></p>
</div>
</div></div>
</div>
<div class="card">
<div class="card-header" id="hd_at"><span style="color: #000000;"><button class="btn btn-link" data-bs-target="#intro_at" data-bs-toggle="collapse">&gt; Zendesk Benchmark</button></span></div>
<div class="collapse hide" id="intro_at"><div class="card-body"><div id="topic_gvh_fmr_43b" aria-labelledby="ariaid-title7"><p class="p" dir="ltr" id="01H7SXSC08BQSCGTANG77Q8QFX"><span style="color: #000000;">The Zendesk Benchmark (as described here: </span><a href="https://www.zendesk.com/benchmark/"><span style="color: #000000;">https://www.zendesk.com/benchmark/</span></a><span style="color: #000000;">) will be turned on for Customer's Account by default. If Customer does not wish to participate in Zendesk Benchmark, Customer can opt out from within the product by navigating to the Zendesk Benchmark feature and disabling the Zendesk Benchmark feature. Zendesk Benchmark aggregates and anonymizes the personal data of Customer's Agents and Service Data and publishes this information, segmented by industry, geography, and other metrics, in order to provide qualitative insight on customer support metrics and other relevant insights. Zendesk may use Zendesk Benchmark for the Zendesk Group’s own marketing purposes, to the extent it is necessary for Zendesk's legitimate interest under Applicable Data Protection Law in developing and improving the Services and providing Customer with more relevant content and service offerings.</span></p></div></div></div>
</div>
<div class="card">
<div class="card-header" id="hd_au"><span style="color: #000000;"><button class="btn btn-link" data-bs-target="#intro_au" data-bs-toggle="collapse">&gt; Zendesk's FedRAMP Tailored Certification</button></span></div>
<div class="collapse hide" id="intro_au"><div class="card-body">
<p><span style="color: #000000;">These terms apply to Customers who require Zendesk's FedRAMP Tailored certification configuration to use the Services. The following Services have been approved by the Federal Risk and Authorization Management Program (“FedRAMP”) Program Management Office under the FedRAMP Tailored for Low-Impact Software-as-a-Service program (“FedRAMP Tailored”):</span></p>
<ul>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="e11e8d21d621c1840a4363578a325eb36"><span style="color: #000000;">Zendesk Support Enterprise and Professional, in each case, when Customer maintains an active subscription to the Data Center Location Add-On with United States hosting location enabled</span></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="ee2c67035b64ec7b538cfbbfb7e81e3f0"><span style="color: #000000;">Help Center Functionality</span></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="ed1f520321d565ca294de6a872ec9ce77"><span style="color: #000000;">Community Forum Functionality</span></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="e2935163af5b4577ec67c6eba62f9b06b"><span style="background-color: #ffffff; color: #000000;">Voice</span></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="e2bff622768f0fa59ce942031df29347f"><span style="color: #000000;">Analytics Functionality</span></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="e45b28680f1767199a5ba616cbdf02b05"><span style="background-color: #ffffff; color: #000000;">Sunshine Conversations</span></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="ebe57fe7f86f7dbad825c85759f4ae662"><span style="background-color: #ffffff; color: #000000;">Messaging Functionality</span></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="ebd23ddc251fd5480deab6bd3cd7f37ad"><span style="background-color: #ffffff; color: #000000;">Contact Center (Contact Center - Innovation Services is not yet included in scope)</span></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="e959b6612003b97d7594b1842d2b92c84"><span style="background-color: #ffffff; color: #000000;">GenAI Functionality</span></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="e513301a5577b67a3bddef710941db90f"><span style="background-color: #ffffff; color: #000000;">AI Agents (Forethought and Unleash are not yet included in scope)</span></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="e6cc00112fefa2f55b531bc879484239d"><span style="background-color: #ffffff; color: #000000;">Zendesk WFM (Tymeshift) </span></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="e4f0a675448a3e126db0abc1b52abb493"><span style="background-color: #ffffff; color: #000000;">Zendesk QA (Klaus)</span></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="eb941a9b78241b9ad82b9ad2efc927cbc"><span style="color: #000000;">Certain product Add-Ons*</span></li>
</ul>
<p><span style="color: #000000;">While Zendesk has reviewed its FedRAMP Tailored approval in describing the specific Zendesk Services that permit or invalidate FedRAMP Tailored approval, Customer is solely responsible for reviewing the Documentation and applicable legislation to ensure that its use of the Services is consistent with any governmental requirements, including with respect to reliability, data security, and data hosting locality. The approval is a FedRAMP Tailored authorization with a low risk designation. Accordingly, except for Service login purposes, Customer is prohibited from storing any personal data, Cardholder Data (as that term is used in the Data Security Standards of the Payment Card Industry), or business sensitive information (collectively, “PII”) within the Services. If Customer or its End Users input or store PII within the Services, the FedRAMP Tailored authorization will become void. Customer explicitly acknowledges any exceptions or limitations of the Data Center Location Add-On as set forth in the applicable Documentation and in Zendesk’s Regional Data Hosting Policy found at: </span><a href="https://support.zendesk.com/hc/en-us/articles/4408883599130"><span style="color: #000000;">https://support.zendesk.com/hc/en-us/articles/4408883599130</span></a><span style="color: #000000;">.</span></p>
<p><span style="color: #000000;">As explained in the Agreement, Zendesk uses certain Sub-processors to provide, secure, and improve the Services. The names and data hosting locations of all current Sub-processors used for the processing of personal data in the Services are set forth in Zendesk’s Sub-processor Policy found at: </span><a href="https://support.zendesk.com/hc/en-us/articles/4408883061530"><span style="color: #000000;">https://support.zendesk.com/hc/en-us/articles/4408883061530</span></a><span style="color: #000000;">.</span></p>
<p><span style="color: #000000;">*As Zendesk's Add-Ons and FedRAMP program continue to evolve, please email fedramp@zendesk.com for the most up-to-date scoping information.</span></p>
</div></div>
</div>
<div class="card">
<div class="card-header" id="hd_av"><span style="color: #000000;"><button class="btn btn-link" data-bs-target="#intro_av" data-bs-toggle="collapse">&gt; Zendesk Workforce Management (Tymeshift)</button></span></div>
<div class="collapse hide" id="intro_av"><div class="card-body">
<p><span style="color: #000000;">If Customer's Service Plan allows use of Zendesk Workforce Management or Zendesk WFM (Tymeshift) or Customer otherwise subscribes to or utilizes Zendesk WFM (Tymeshift), the following Supplemental Terms apply:</span></p>
<p><span style="color: #000000;">Customer will not use Zendesk WFM (Tymeshift) for the purpose of “automated decision-making” as described in GDPR Art. 22, or for use cases that pose a clear threat or significant risk to health, safety, or fundamental rights, including for purposes that could materially impact the outcome of an employment decision. If Customer instructs its Agents to use the Zendesk Time Tracker Chrome extension (the “Time Tracker”), Customer will ensure that its use of information obtained from Time Tracker complies with all applicable laws and is in line with Agent privacy expectations.</span></p>
<p><span style="color: #000000;">Customer further understands that Zendesk WFM (Tymeshift) is not currently covered under Zendesk’s Premier support plan, Advanced Data Privacy and Protection, and Enhanced Disaster Recovery.</span></p>
</div></div>
</div>
<div class="card">
<div class="card-header" id="hd_cz"><span style="color: #000000;"><button class="btn btn-link" data-bs-target="#intro_cz" data-bs-toggle="collapse">&gt; Zendesk QA (Klaus)</button></span></div>
<div class="collapse hide" id="intro_cz"><div class="card-body">
<p class="body"><span style="color: #000000;">If Customer's Service Plan allows use of Zendesk QA (Klaus) or Customer otherwise subscribes to or utilizes Zendesk QA (Klaus), the following Supplemental Terms apply:</span></p>
<p><span style="color: #000000;">Customer will not use Zendesk QA (Klaus) for the purpose of “automated decision-making” as described in GDPR Art. 22, or for use cases that pose a clear threat or significant risk to health, safety, or fundamental rights, including for purposes that could materially impact the outcome of an employment decision.</span></p>
<p><span style="color: #000000;">Customer will ensure all interactions with Zendesk QA (Klaus) are fair, respectful, non-discriminatory, and suitable for their purposes, including when using Zendesk QA (Klaus)’s prompt library.</span></p>
<p><span style="color: #000000;">Customer further understands that Zendesk QA (Klaus) is not currently covered under Zendesk’s Premier support plan, Data Center Location, Advanced Data Privacy and Protection, and Enhanced Disaster Recovery.</span></p>
</div></div>
</div>
<div class="card">
<div class="card-header" id="hd_aw"><span style="color: #000000;"><button class="btn btn-link" data-bs-target="#intro_aw" data-bs-toggle="collapse">&gt; Zendesk Help Center Functionality</button></span></div>
<div class="collapse hide" id="intro_aw"><div class="card-body">
<p><span style="color: #000000;">If Customer's Service Plan allows use of Help Center Functionality within Zendesk Suite or Customer otherwise subscribes to or utilizes Help Center Functionality, the following Supplemental Terms apply:</span></p>
<p><span style="color: #000000;">If End Users access Customer's Help Center in the European Union, Customer must comply with the provisions of the Digital Services Act (Regulation (EU) 2022/2065) (“DSA”) as applicable to providers of hosting services. Without limiting the generality of the foregoing, Customer will:</span></p>
<ul>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="e644696fb68e72591f1d20be2ea26e7d4"><span style="color: #000000;">Ensure End Users are informed of any restrictions imposed by Zendesk in relation to information posted by End Users to Customer's Help Center</span></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="ead95043bcc54a24bf1786bd80aa024b8"><span style="color: #000000;">Implement and maintain mechanisms compliant with the DSA to enable visitors to Customer's Help Center to report to Customer any information that they consider to be illegal content, and establish processes and procedures to ensure compliance with Sections 9, 10, 16 and 17 of the DSA.</span></li>
</ul>
<p><span style="color: #000000;">Customer will promptly notify Zendesk of any communication from, or investigation instigated by, a regulatory authority pursuant to the DSA, to the extent related to any content Customer publishes through Zendesk.</span></p>
<p><span style="color: #000000;">If Customer enables federated search within its Help Center (more information available here: </span><a href="https://support.zendesk.com/hc/en-us/articles/4408830243482"><span style="color: #000000;">https://support.zendesk.com/hc/en-us/articles/4408830243482</span></a><span style="color: #000000;">), Customer agrees that its use will comply with all applicable laws and the terms and conditions of the relevant source material. Customer represents and warrants that it has all rights, permissions, and consents necessary to authorize Zendesk to access, crawl, index, search, and reproduce the contents of such websites and other sources for the purposes of providing the Services.</span></p>
</div></div>
</div>
<div class="card">
<div class="card-header" id="hd_ax"><span style="color: #000000;"><button class="btn btn-link" data-bs-target="#intro_ax" data-bs-toggle="collapse">&gt; Zendesk Community Forum Functionality</button></span></div>
<div class="collapse hide" id="intro_ax"><div class="card-body">
<p><span style="color: #000000;">If Customer's Service Plan allows use of Community Forum Functionality within Zendesk Suite or Customer otherwise subscribes to or utilizes Community Forum Functionality, the following Supplemental Terms apply:</span></p>
<p><span style="color: #000000;">If End Users access Community Forum Functionality in the European Union, Customer must comply with the provisions of the Digital Services Act (Regulation (EU) 2022/2065) (“DSA”) as applicable to providers of hosting services. Without limiting the generality of the foregoing, Customer will:</span></p>
<ul>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="e52bbb2ce094d1e142b5968d10978d1b5"><span style="color: #000000;">Ensure End Users are informed of any restrictions imposed by Zendesk in relation to information posted by End Users to Customer's Community Forum.</span></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="e130ae5897a54f651a632d2accd0ed4e3"><span style="color: #000000;">Implement and maintain mechanisms compliant with the DSA to enable visitors to Customer's Community Forum to report to Customer any information that they consider to be illegal content, and establish processes and procedures to ensure compliance with Sections 9, 10, 16 and 17 of the DSA.</span></li>
</ul>
<p><span style="color: #000000;">Customer will promptly notify Zendesk of any communication from, or investigation instigated by, a regulatory authority pursuant to the DSA, to the extent related to any content Customer publishes through Zendesk.</span></p>
</div></div>
</div>
<div class="card">
<div class="card-header" id="hd_ay"><span style="color: #000000;"><button class="btn btn-link" data-bs-target="#intro_ay" data-bs-toggle="collapse">&gt; Zendesk Employee Service</button></span></div>
<div class="collapse hide" id="intro_ay"><div class="card-body">
<p><span style="color: #000000;">If Customer uses Zendesk for Employee Service, Customer acknowledges that End User access to Help Center Functionality (Zendesk Guide) and Community Forum Functionality (Zendesk Gather) will be restricted to registered End Users (e.g., employees, contractors, and other specified individuals).</span></p>
<p><span style="color: #000000;">Customer may not use its Employee Service instance(s) for external customer support purposes.</span></p>
<p><span style="color: #000000;">If Customer uses ML functionality in connection with its Employee Service instance(s), Customer must comply with all ML functionality requirements, including any applicable restrictions on using ML functionality for the purpose of “automated decision-making” as described in GDPR Art. 22, or for use cases that pose a clear threat or significant risk to health, safety, or fundamental rights, including for purposes that materially impact the outcome of an employment decision.</span></p>
</div></div>
</div>
<div class="card">
<div class="card-header" id="hd_azz"><span style="color: #000000;"><button class="btn btn-link" data-bs-target="#intro_azz" data-bs-toggle="collapse">&gt; Third-Party Products</button></span></div>
<div class="collapse hide" id="intro_azz"><div class="card-body"><div id="topic_gvh_fmr_43b" aria-labelledby="ariaid-title7">
<p><span style="background-color: #ffffff; color: #000000;">Third-Party Products are not Services under the Agreement. Zendesk does not determine or control the content of Third-Party Products, and will have no liability associated with Customer’s use of Third-Party Products. Any modification to Third-Party Products, their terms, or fees independently charged by the Third-Party Products to Customer will not relieve any of Customer’s obligations to Zendesk. </span></p>
<p><span style="background-color: #ffffff; color: #000000;">Customer represents that it has provided notice to, and received all necessary consents from, its End Users to contact such End Users using any Third-Party Products that Customer enables within its Account. Customer agrees that Service Data and personal data may be transferred to and processed by the Third-Party Products with which Customer integrates, and represents and warrants that Customer has the right to transfer Service Data and personal data from the Third-Party Products to Zendesk for processing in accordance with the Agreement. Zendesk does not guarantee the continued availability of any Third-Party Products, and may cease enabling access without entitling Customer to any refund, credit, or other compensation, if, for example, and without limitation, the provider of Third-Party Products ceases to make the Third-Party Products available for interoperation with the corresponding Services in a manner acceptable to Zendesk.</span></p>
<p><span style="color: #000000;"><span class="wysiwyg-underline">Microsoft</span></span></p>
<p><span style="color: #000000;">If Customer enables third-party integrations with Microsoft services, Customer acknowledges that such Microsoft services are Third-Party Products and agrees to the terms that govern Customer's use of such Microsoft services, including:</span></p>
<ul>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000; data-list-item-id=;" efaa0434814a6a89c0dc7b58abc0a4158="efaa0434814a6a89c0dc7b58abc0a4158">
<a href="https://account.live.com/consent/Manage">https://account.live.com/consent/Manage</a>
</li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000; data-list-item-id=;" e2a867df30e179e6f6329d193c4f5c030="e2a867df30e179e6f6329d193c4f5c030">
<a href="https://myapps.microsoft.com/">https://myapps.microsoft.com</a>
</li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000; data-list-item-id=;" eca28e50c8cee01a860875125b7d19d63="eca28e50c8cee01a860875125b7d19d63">
<a href="https://www.microsoft.com/en-us/privacy/privacystatement">https://www.microsoft.com/en-us/privacy/privacystatement</a>
</li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #000000;" data-list-item-id="e05c9f76560d9dc997c8fe7b28cbd4df3">
<span style="color: #000000;">Microsoft Intune®: Customer agrees certain functionalities are enabled by accessing Microsoft Intune® through a Microsoft API and use of Intune application and accompanying services requires a valid Microsoft license.</span>
</li>
</ul>
</div></div></div>
</div>
</div>
<div class="card">
<div class="card-header" id="hd_ba"><span style="color: #000000;"><button class="btn btn-link" data-bs-target="#intro_ba" data-bs-toggle="collapse">&gt; Professional Services</button></span></div>
<div class="collapse hide" id="intro_ba"><div class="card-body"><div id="topic_gvh_fmr_43b" aria-labelledby="ariaid-title7"><p class="p" dir="ltr" id="h_01JKGNEW28967PNJ0VB6V22H6Q"><span style="color: #000000;">Professional Services are subject to the Professional Services Terms and Conditions and applicable SOWs.</span></p></div></div></div>
</div>
<div class="card">
<div class="card-header" id="hd_bd"><span style="color: #000000;"><button class="btn btn-link" data-bs-target="#intro_bd" data-bs-toggle="collapse">&gt; App Builder</button></span></div>
<div class="collapse hide" id="intro_bd"><div class="card-body">
<p><span style="color: #000000;">If Customer's Service Plan allows the use of App Builder to create custom apps, the following Supplemental Terms apply:</span></p>
<p><span style="color: #000000;">As documented on the Zendesk site or within an Order Form, the Service Plan that Customer purchases may entitle Customer to use App Builder up to a specified limit (“App Builder Allowance”) during a given time period (each, a “Usage Period”).</span></p>
<p><span style="color: #000000;">Applications developed using the AI-powered App Builder are not Services under the Agreement. Customer, and not Zendesk is responsible for ensuring the application's functionality for Customer's purpose(s) and compliance with applicable law and requirements, and for ongoing maintenance and support.</span></p>
<div class="collapse hide" id="intro_bd"><span style="color: #000000;">App Builder is not intended to be used to replicate Zendesk features and functionality, and Customer will not use App Builder to research or develop a similar or competing product or service to those made available by Zendesk.</span></div>
</div></div>
</div>
<div class="card">
<div class="card-header" id="hd_gs"><span style="color: #000000;"><button class="btn btn-link" data-bs-target="#intro_gs" data-bs-toggle="collapse">&gt; Generative Search</button></span></div>
<div class="collapse hide" id="intro_gs"><div class="card-body">
<p><span style="color: #000000;">Zendesk search includes optional functionality to generate an AI summary of the answer to a search query based on the search results (“Generative Search”). All Zendesk Suite and Guide plans include up to 100,000 eligible Generative Searches per month. Customers exceeding 100,000 Generative Searches can buy the Generative Search Extender add-on to perform additional Generative Searches. For more information, see Managing your generative search usage here: </span><a href="https://support.zendesk.com/hc/en-us/articles/9234074974874"><span style="color: #000000;">https://support.zendesk.com/hc/en-us/articles/9234074974874</span></a><span style="color: #000000;">.</span></p>
<p><span style="color: #000000;">Generative Search is turned on by default in standard themes released after March 26, 2025  (see more information here: </span><a href="https://support.zendesk.com/hc/en-us/articles/4408845834522"><span style="color: #000000;">https://support.zendesk.com/hc/en-us/articles/4408845834522</span></a><span style="color: #000000;">). Help Centers created before March 26, 2025 using a customized theme must update the custom theme to add generative search search as shown here: </span><a href="https://support.zendesk.com/hc/en-us/articles/4408832681626"><span style="color: #000000;">https://support.zendesk.com/hc/en-us/articles/4408832681626</span></a><span style="color: #000000;">. Customers can disable generative search by deactivating it in the search settings as shown here: </span><a href="https://support.zendesk.com/hc/en-us/articles/5589418656922"><span style="color: #000000;">https://support.zendesk.com/hc/en-us/articles/5589418656922</span></a><span style="color: #000000;">.</span></p>
</div></div>
</div>
<div class="card">
<div class="card-header" id="hd_oo"><span style="color: #000000;"><button class="btn btn-link" data-bs-target="#intro_oo" data-bs-toggle="collapse">&gt; Action Builder &amp; Actions</button></span></div>
<div class="collapse hide" id="intro_oo"><div class="card-body">
<p><span style="color: #000000;">If Customer's Service Plan allows the use of Action Builder to execute create, read, update, or delete actions across Zendesk, third-party, and custom systems (“Actions”), the following Supplemental Terms apply:</span></p>
<p><span style="color: #000000;">As documented on the Zendesk site or within an Order Form, the Service Plan that Customer purchases may entitle Customer to use a specified number or value of Actions (“Action Credits”) during a given time period (each, a “Usage Period”). Unless otherwise agreed, Customer's Usage Period will be annual and the Action Credits will be prorated into annual usage periods aligned with the Subscription Term and will expire annually. However, (i) if Customer's Subscription Term is shorter than 12 months, Customer's Usage Period will be its Subscription Term; and (ii) if Customer's Subscription Term is not a multiple of 12 months, the initial Usage Period will be the tail, followed by 12 month annual Usage Periods (e.g., for a Customer with a 30-month Subscription Term, the first Usage Period will be 6-months, and subsequent Usage Periods will be annual).</span></p>
<p><span style="color: #000000;">Unless otherwise stated in an Order Form, Action Credits become available on the Service Start Date, can only be used during the applicable Usage Period, and cannot be used after the Service End Date. Action Credits have no stored or cash value, are nonrefundable and nontransferable, and cannot be converted into, or result in, a credit to Customer’s account..</span></p>
<p><span style="color: #000000;">If Customer exceeds or expects to exceed its Actions Credits during a Usage Period, Customer may purchase additional Actions Credits at the then-current list price.</span></p>
<p><span style="color: #000000;">Zendesk is not responsible for execution, performance, outputs, or consequences in Third-Party Products or custom systems. Customer is responsible for required third‑party accounts, credentials, consents, and compliance with third‑party terms.</span></p>
</div></div>
</div>
<div class="card">
<div class="card-header" id="hd_oo"><span style="color: #000000;"><button class="btn btn-link" data-bs-target="#intro_oo7" data-bs-toggle="collapse">&gt; Default Settings and Recommendations</button></span></div>
<div class="collapse hide" id="intro_oo7"><div class="card-body"><p><span style="color: #000000;">Zendesk may provide compliance, security, or configuration recommendations in the Services or Documentation (including in‑product dashboards, templates, and libraries), or may implement recommended settings by default. Such recommendations and defaults are for informational purposes only and do not constitute legal advice. Customer is solely responsible for ensuring satisfaction of Customer’s requirements, including those relating to compliance and security.</span></p></div></div>
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