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Main Services Agreement

We have updated Zendesk’s Main Services Agreement (formerly called the Master Subscription Agreement). If You are a new Subscriber, this Main Services Agreement is effective as of June 1, 2023. If You are an existing Subscriber, Zendesk is providing You with prior notice of these changes which will be effective as of July 1, 2023. For the previous version of Zendesk’s Main Services Agreement, please click here. For a PDF version of this Main Services Agreement, please click here. If You are acquiring a subscription to a Service operated by Zendesk from an unrelated third party authorized to sell such subscriptions under a separate agreement with Zendesk, the terms of this Main Services Agreement shall be null and void, and the terms and conditions that govern Your access to and use of the Service are found here.

THIS AGREEMENT IS A BINDING CONTRACT AND GOVERNS THE USE OF AND ACCESS TO THE SERVICES BY YOU, AGENTS AND END-USERS WHETHER IN CONNECTION WITH A PAID SUBSCRIPTION OR FREE TRIAL FOR THE SERVICES.

By accepting this Agreement, either by accessing or using a Service, or authorizing or permitting any Agent or End-User to access or use a Service, Subscriber agrees to be bound by this Agreement as of the date of such access or use of the Service (the “Effective Date”). If You are entering into this Agreement on behalf of a company, organization or another legal entity (an “Entity”), You are agreeing to this Agreement for that Entity and representing to Zendesk that You have the authority to bind such Entity and its Affiliates to this Agreement, in which case the terms “Subscriber,” “You,” or “Your” herein refers to such Entity and its Affiliates. If You do not have such authority, or if You do not agree with this Agreement, You must not use or authorize any use of the Services. Subscriber and Zendesk shall each be referred to as a “Party” and collectively referred to as the “Parties” for purposes of this Agreement.

The purpose of this Agreement is to establish the terms and conditions under which Subscriber may purchase Zendesk’s Services and Professional Services as described in a Service Order, Statement of Work or other document signed or agreed to by the Subscriber.

In the event of any inconsistency or conflict between the terms of the Main Services Agreement and the terms of any Service Order or Statement of Work, the terms of the Service Order or Statement of Work shall control. Non-English translations of this Agreement are provided for convenience only. In the event of any ambiguity or conflict between translations, the English version shall control.

Table of Contents:

General Terms and Conditions:

  1. Access to the Services

  2. Use of the Services

  3. Term, Cancellation and Termination

  4. Billing, Plan Modification and Payments

  5. Confidential Information

  6. Sub-Processors and Security of Service Data

  7. Temporary Suspension

  8. Non-Zendesk Services

  9. Free Trials

  10. Intellectual Property Rights

  11. Representations, Warranties and Disclaimers

  12. Indemnification

  13. Limitation of Liability

  14. Assignment, Entire Agreement and Amendment

  15. Severability

  16. Export Compliance and Use Restrictions

  17. Relationship of the Parties

  18. Notice

  19. Governing Law

  20. Federal Government End Use Provisions

  21. Ethical Conduct and Compliance

  22. Survival

  23. Definitions

General Terms and Conditions