Contrat d’abonnement revendeur
We have updated the terms applicable to the customers of Zendesk resellers which we refer to as the “Subscription Services Agreement.” If You are a new Subscriber, then this Subscription Services Agreement will be effective as of December 1, 2020. If You are an existing Subscriber, We are providing You with prior notice of these changes which will be effective as of January 1, 2021. For the prior version of Our Subscription Services Agreement, please click here.
APPLICABLE AUX CLIENTS DES REVENDEURS ZENDESK
You (“Subscriber,” “You,” “Your” or related terms) are acquiring a subscription to a Service (as defined below) operated by Zendesk from an unrelated third party authorized to sell such subscriptions (“Reseller”) under a separate agreement with Zendesk (“Reseller Agreement”). In addition to any terms and conditions related to Your use of the Service pursuant to any agreement by and between You and the Reseller, this Agreement contains the terms and conditions that govern Your access to and use of the Service. Zendesk is an express beneficiary of this Agreement, and in acquiring a subscription to the Service, You expressly acknowledge and agree that Zendesk shall have the right to enforce this Agreement against You and that this Agreement constitutes the entire agreement and supersedes any and all prior agreements between You and Zendesk with regard to Your subscription to the Service or Your access to or use thereof under this Agreement and Your agreement between You and the Reseller.
En acceptant le présent Accord, que ce soit en accédant ou en utilisant un service ou en autorisant ou en permettant à tout Agent ou Utilisateur final d’accéder à un Service ou de l’utiliser, Vous acceptez d’être lié par le présent Accord à compter de la date de cet accès ou de cette utilisation du Service (la « Date d’entrée en vigueur »). Si Vous souscrivez au présent Accord pour le compte d’une société, d’un organisme ou d’une personne morale (ci-après une « Entité »), Vous acceptez le présent Accord pour cette Entité et Vous déclarez auprès de Zendesk avoir le pouvoir de prendre un tel engagement au nom de cette entité et ses Filiales. Dans ce cas, les termes ici présents tels que « Abonné », « Vous », « Votre » ou ceux portant une majuscule se rapportent à cette Entité et à ses Filiales. Si Vous n’avez pas ce pouvoir, ou si Vous n’êtes pas d’accord avec le présent Accord, Vous ne devez utiliser ni autoriser aucune utilisation des Services.
TABLE DES MATIÈRES
Conditions générales :
Conditions générales supplémentaires :
GENERAL TERMS AND CONDITIONS
SECTION 1. ACCÈS AUX SERVICES
1.1 Service. We will make the Services and Your Service Data available to You pursuant to this Agreement and the applicable Order Form(s) and Documentation in accordance with Your Service Plan. We will use commercially reasonable efforts to make the Services available 24 hours a day, 7 days a week, except (a) during Planned Downtime (of which We will give advance notice via Our Site or to the Account owner); and (b) Force Majeure Events. Zendesk reserves the right to monitor and periodically audit Your use of the Zendesk Services to ensure that Your use complies with the Agreement and the Service Plan restrictions on Our Site. Should Zendesk discover that You or any Agent’s use of a Zendesk Service is not in compliance with the Agreement or the Service Plan restrictions on Our Site, Zendesk reserves the right to charge You, and You hereby agree to pay for, said usage in addition to other remedies available to Us.
1.2 Support. We will, at no additional charge, provide applicable standard customer support for the Services to You as detailed on the applicable Site and Documentation, and upgraded support, if purchased, unless otherwise agreed with the Reseller.
1.3 Modifications. Vous reconnaissez à Zendesk le droit de modifier les caractéristiques et les fonctionnalités des services, pendant la durée de l’abonnement. Zendesk Vous fournira un préavis raisonnable de toute dépréciation de toute caractéristique ou fonctionnalité essentielle.
1.4 Additional Features. We will notify You or the Reseller of applicable Supplemental Terms or alternate terms and conditions prior to Your activation of any Additional Features. The activation of any Additional Features by You in Your Account or by the Reseller will be considered acceptance of the applicable Supplemental Terms or alternate terms and conditions where applicable.
1.5 Extension des droits aux filiales. Vous pouvez étendre Vos droits, avantages et protections prévus aux présentes à Vos Filiales et aux entrepreneurs ou prestataires de services agissant en Votre nom ou au nom de Vos Filiales, à condition que Vous restiez responsable de Votre conformité et de la leur aux termes des présentes.
SECTION 2. UTILISATION DES SERVICES
2.1 Login Management. Access to and use of the Services is restricted to the specified number of individual Agents permitted under Your subscription to the applicable Service. You agree and acknowledge that an Agent Login cannot be shared or used by more than one (1) individual per Account. However, Agent Logins may be reassigned to new individuals replacing former individuals who no longer require ongoing use of the Services. You and Your Agents are responsible for maintaining the confidentiality of all Agent Login information for Your Account. Absent a written license from Zendesk expressly stating otherwise, You agree and acknowledge that You may not use the Services, including but not limited to the API, to circumvent the requirement for an individual Agent Login for each individual who (a) leverages the Services to interact with End-Users; (b) Processes data related to interactions with End-Users; or (c) Processes data related to interactions originating from a Third Party Service that provides functionality similar to functionality provided by the Services and which would, pursuant to this Agreement, require an individual Agent Login if utilizing the Services for such interaction. Further, Subscriber shall not use the API or any Software in such a way to circumvent applicable Service Plan restrictions or Agent licensing restrictions that are enforced in the Service user interface. Should Zendesk discover that Your use of a Service violates this Agreement or the Service Plan features and limitations on Our Site or Documentation, Zendesk reserves the right to charge You, and You hereby agree to pay for said overuse in addition to other remedies available to Us.
2.2 Compliance. You are responsible for compliance with the provisions of this Agreement by Agents and End-Users and for any and all activities that occur under Your Account, which Zendesk may verify from time to time. Without limiting the foregoing, You are solely responsible for ensuring that Your use of the Services is compliant with all applicable laws and regulations as well as any and all privacy policies, agreements or other obligations You may maintain or enter into with Agents or End-Users.
2.3 Content and Conduct. In addition to complying with the other terms, conditions and restrictions set forth in this Agreement, You agree to the Zendesk User Content and Conduct Policy available on Zendesk’s Policies and Procedures Website, which is hereby incorporated into this Agreement. Further, in Your use of the Services You agree not to (a) modify, adapt, or hack the Services or otherwise attempt to gain unauthorized access to the Services or related systems or networks; (b) falsely imply any sponsorship or association with Zendesk or the Zendesk Group; (c) use the Services in any unlawful manner, including, but not limited to, violation of any person’s privacy rights; (d) attempt to bypass or break any security or rate limiting mechanism on any of the Services or use the Services in any manner that interferes with or disrupts the integrity, security or performance of the Services and its components; (e) attempt to decipher, decompile, reverse engineer or otherwise discover the source code of any Software making up the Services; (f) to the extent You are subject to the US Health Insurance Portability and Accountability Act of 1996, and its implementing regulations (HIPAA), use the Services to store or transmit any “protected health information” as defined by HIPAA, unless expressly agreed to otherwise in writing by Zenndesk; (g) use or launch any automated system that accesses a Service (i.e., bot) in a manner that sends more request messages to a Service server in a given period of time than a human can reasonably produce in the same period by using a conventional online web browser; or (h) launch or facilitate, whether intentionally or unintentionally, a level of traffic on any of the Services, or engage in any other conduct that materially and adversely impacts the security, availability, or stability of the Services.
2.4 Configuration système requise.Une connexion Internet à haut débit est indispensable à la bonne transmission des Services.Il est de Votre responsabilité d’obtenir et de maintenir des connexions réseau qui connectent Votre réseau aux Services, y compris, mais sans s’y limiter, le logiciel navigateur prenant en charge les protocoles utilisés par Zendesk, notamment le protocole TLS (Transport Layer Security) ou les autres protocoles acceptés par Zendesk, et de suivre les procédures d’accès aux services qui supportent ces protocoles.Nous ne sommes pas responsables de la notification auprès de Vous, de Vos Agents ou de Vos Utilisateurs finaux des mises à jour, des corrections ou des améliorations apportées à un tel logiciel ou à toute compromission de données, y compris les Données de service, transmises sur des réseaux informatiques ou des installations de télécommunications (y compris, mais sans s’y limiter Internet) qui ne sont pas détenues, exploitées ou contrôlées par Zendesk.Nous déclinons toute responsabilité concernant la fiabilité ou la performance des connexions décrites dans cette section.
2.5 Internal Business Purposes Only. Unless otherwise authorized by Zendesk in this Agreement or expressly agreed to otherwise in writing by Zendesk, You may not use the Services in any manner where You act as a service bureau or to provide any outsourced business process services on behalf of more than one (1) third party (other than Affiliates) through a single Account. Accordingly, You agree not to license, sublicense, sell, outsource, rent, lease, transfer, assign, distribute, time-share or otherwise commercially exploit or resell the Services to any third party, other than authorized Agents and End-Users in furtherance of Your internal business purposes as expressly permitted by this Agreement, unless expressly agreed to otherwise in writing by Zendesk. Without limiting the foregoing, Your right to access and use the API is also subject to the restrictions and policies implemented by Zendesk from time to time with respect to the API as set forth in the Documentation or otherwise communicated to You in accordance with this Agreement.
2.6 Pas d’accès concurrentiel. Vous ne pouvez pas accéder aux Services si Vous êtes un concurrent direct du Groupe Zendesk, sauf consentement préalable, par écrit, de Zendesk. Vous ne pouvez accéder aux Services à des fins de concurrence.
SECTION 3. CANCELLATION AND TERMINATION
3.1Selon les conditions générales de Notre contrat avec le Revendeur (le « Contrat d’abonnement revendeur »), Nous sommes en droit de suspendre ou de résilier Votre abonnement au Service, Vos droits d’accès et d’utilisation du Service ou de Votre Compte, et de supprimer et éliminer toute Donnée de Service si : (a) Nous sommes avisés par le Revendeur de votre défaut de payer les montants dus au Revendeur relativement à votre abonnement à un Service ; ou (b) le Revendeur omet de nous payer les montants qui nous sont dus conformément au Contrat d’abonnement revendeur relativement à votre abonnement à un Service. Vous consentez à ces droits de suspension et de résiliation et reconnaissez et acceptez que Zendesk n’aura aucune responsabilité envers vous en ce qui concerne une telle suspension ou résiliation.Votre seul recours à l’égard d’une telle suspension ou résiliation sera contre le Revendeur.
3.2 Suite à la résiliation ou à l’annulation de Votre abonnement au Service ou au Compte, Nous nous réservons le droit de supprimer toutes les Données du Service dans le cours normal des opérations. Les Données de service ne peuvent pas être récupérées une fois que votre compte est annulé.
3.3 We reserve the right to restrict, functionality, suspend or terminate the Services (or any part thereof), Your Account or Your and/or Agents’ or End-Users’ rights to access and use the Services, and remove, disable and quarantine any Service Data if We believe that You, Agents or End-Users have violated this Agreement. This includes the removal or disablement of Service Data in accordance with Our Copyright Infringement Notice and Takedown Policy available at www.zendesk.com/company/trademark-property/dmca/. Unless legally prohibited from doing so, We will use commercially reasonable efforts to contact You directly via email to notify You when taking any of the foregoing actions. We shall not be liable to You, Agents, End-Users or any other third party for any such modification, suspension or discontinuation of Your rights to access and use the Services. Any suspected fraudulent, abusive, or illegal activity by You, Agents or End-Users may be referred to law enforcement authorities at Our sole discretion.
3.4 A Party may terminate this Agreement for cause (a) upon written notice to the other Party of a material breach if such breach remains uncured at the expiration of thirty (30) days from the date of the breaching Party’s receipt of such notice; or (b) if the other Party becomes the subject of a petition in bankruptcy or any other proceeding relating to insolvency, receivership, liquidation or assignment for the benefit of creditors.
3.5 Export of Service Data. For thirty (30) days after the effective date of termination or expiration of this Agreement, upon Your request, We will make Service Data available to You for export or download as provided in the Documentation. Thereafter, We will have no obligation to maintain or provide any Service Data, and, as provided in the Documentation, We will, unless prohibited by law or legal order, delete Your Service Data in Our Services in accordance with Our Data Deletion Policy available on Zendesk’s Policies and Procedures Website.
SECTION 4. INFORMATION CONFIDENTIELLE
4.1 Each Party will protect the other’s Confidential Information from unauthorized use, access or disclosure in the same manner as each Party protects its own Confidential Information, but with no less than reasonable care. Except as otherwise expressly permitted pursuant to this Agreement, each Party may use the other Party’s Confidential Information solely to exercise its respective rights and perform its respective obligations under this Agreement and shall disclose such Confidential Information (a) solely to the employees and/or non-employee service providers and contractors who have a need to know such Confidential Information and who are bound by terms of confidentiality intended to prevent the misuse of such Confidential Information; (b) as necessary to comply with an order or subpoena of any administrative agency or court of competent jurisdiction; or (c) as reasonably necessary to comply with any applicable law or regulation. Except for Zendesk’s Security Non-Disclosure Agreement, the provisions of this Section 4 shall control over any non-disclosure agreement by and between the Parties and any such non-disclosure agreement shall have no further force or effect with respect to the exchange of Confidential Information after the execution of this Agreement. To be clear, any exchange of Confidential Information prior to the execution of this Agreement shall continue to be governed by any such non-disclosure agreement.
SECTION 5. PROPRIÉTÉ ET SÉCURITÉ DES DONNÉES DE SERVICE
5.1 Propriété des données de service. L’Abonné conserve les droits de propriété sur toutes les Données de service traitées en vertu des clauses du présent Accord.
5.2 Interdiction de vente des données de service. Zendesk ne vendra, ne louera ni ne cédera Vos données de service à aucun tiers. Nous ne partagerons pas vos Données de service avec des tiers, sauf dans le cadre des limites autorisées par le présent Accord et afin de fournir, garantir et maintenir les Services.
5.3 Garanties. Le Groupe Zendesk veillera à l’existence de garanties administratives, physiques et techniques appropriées pour assurer la protection de la sécurité, de la confidentialité et de l’intégrité des Données de service pour les Services aux entreprises conformément aux mesures de sécurité d’entreprise décrites sous « Comment nous protégeons Vos Données de service (services aux entreprises) », pour les Services d’innovation conformément aux mesures de Sécurité d’innovation décrites sous « Comment Nous protégeons Vos Données de service (Services d’innovation) » et ainsi que conformément à l’avenant pour tout Service associé déployé, le cas échéant. La conformité du Groupe Zendesk avec les Mesures de Sécurité d’entreprise ou les Mesures de Sécurité d’innovation, selon le cas, sera considérée comme conforme aux obligations du Groupe Zendesk de protéger les Données de Service telles que définies dans l’Accord.
SECTION 6. PRATIQUES EN MATIÈRE DE PROTECTION DE LA CONFIDENTIALITÉ
6.1 Subscriber as Data Controller. To the extent Service Data constitutes Personal Data, the Parties agree that You shall be deemed to be the Data Controller, and the relevant entity in the Zendesk Group shall be deemed to be the Data Processor, as those terms are understood under the Applicable Data Protection Law. Subject to the confidentiality terms set forth herein, Zendesk may receive, collect, store and/or Process Personal Data based on Our legitimate interest under Applicable Data Protection Law to operate the Services. We explain how We process Service Data in our role as Data Processor in our Privacy and Data Protection website available at: https://www.zendesk.com/company/privacy-and-data-protection/ and in our Data Processing Agreement (see Section 6.4 below).
6.2 Hosting and Processing. Unless otherwise specifically agreed to in writing by Zendesk, Service Data may be hosted by the Zendesk Group, or their respective authorized third-party service providers, in the United States, the EEA or other locations around the world. Subject to the confidentiality terms set forth herein, You acknowledge and agree that Zendesk may receive, collect and/or Process Service Data, including but not limited to Personal Data within Service Data, based on Our legitimate interest under Applicable Data Protection Law to provide, secure and improve the Services. In providing the Services, Zendesk will engage entities within the Zendesk Group and other authorized service providers to Process Service Data, including and without limitation, any Personal Data within Service Data pursuant to this Agreement within the EEA, the United States and in other countries and territories.
6.3 Transfer of Personal Data. To the extent that Personal Data within Service Data originates from an Agent or End-User in the EEA, as further described in our DPA, We will ensure that, pursuant to Applicable Data Protection Law, if Personal Data within Service Data is transferred to a country or territory outside of the EEA (a “non-EEA country”), then such transfer will only take place if: (a) the non-EEA country in question ensures an adequate level of data protection; (b) one of the conditions listed in Article 46 GDPR (or its equivalent under any successor legislation) is satisfied; (c) the Personal Data is transferred on the basis of Zendesk’s approved binding corporate rules known as the Zendesk Binding Corporate Rules available on Zendesk’s Privacy and Data Protection Website, which establish adequate protection of such personal information and are legally binding on the Zendesk Group; or (d) the transfer takes place pursuant to the EU-U.S. or Swiss-U.S. Privacy Shield frameworks. We will further ensure that the transfer is subject to the standard contractual clauses designed to facilitate transfers of Personal Data from the EEA to all third countries that have been adopted by the European Commission, which have been incorporated into the DPA.
6.4 Data Processing Agreement.
6.4.1 Zendesk’s Data Processing Agreement (“DPA”) can be executed here: https://www.zendesk.com/company/data-processing-form/. Upon execution by Subscriber, the DPA is hereby incorporated by reference herein into the terms of this Agreement.
6.4.2 California Consumer Privacy Act (CCPA) Addendum. Zendesk’s CCPA Addendum can be executed here: https://www.zendesk.com/company/ccpa-addendum/. Upon execution by Subscriber, the CCPA Addendum is hereby incorporated by reference herein into the terms of this Agreement.
6.5 Sub-Processors. You acknowledge and agree that Zendesk may use Sub-Processors, who may access Service Data, to provide, secure and improve the Services. We shall be responsible for the acts and omissions of members of Zendesk Personnel and Sub-Processors to the same extent that We would be responsible if Zendesk was performing the services of each Zendesk Personnel or Sub-Processor directly under the terms of this Agreement. The names and locations of all current Sub-Processors used for the Processing of Personal Data within Service Data under this Agreement are set forth in the Sub-Processor Policy available on Zendesk’s Policies and Procedures Website.
SECTION 7. SUSPENSION PROVISOIRE
We reserve the right to restrict functionalities or suspend the Services (or any part thereof), Your Account or Your and/or Agents’ or End-Users’ rights to access and use the Services, and remove, disable or quarantine any Service Data or other content if (a) We reasonably believe that You, Agents or End-Users have violated this Agreement; or (b) We suspect or detect any Malicious Software connected to Your Account or use of a Service by You, Agents or End-Users. This right includes the removal or disablement of Service Data or other content in accordance with Our Copyright Infringement Notice and Takedown Policy available on Zendesk’s Intellectual Property Website. Unless legally prohibited from doing so, We will use commercially reasonable efforts to contact You directly via email to notify You when taking any of the foregoing actions. We shall not be liable to You, Agents, End-Users or any other third party for any such modification, suspension or discontinuation of Your rights to access and use the Services. Any suspected fraudulent, abusive, or illegal activity by You, Agents or End-Users may be referred to law enforcement authorities at Our sole discretion.
SECTION 8. SERVICES NON PROPOSÉS PAR ZENDESK
Si Vous décidez d’activer des Services Non proposés par Zendesk, d’y accéder ou de les utiliser, Votre accès et utilisation de tels Services Non proposés par Zendesk seront régis uniquement par les conditions générales de tels Services Non proposés par Zendesk. Zendesk ne cautionne pas, n’est pas responsable et ne fait aucune déclaration quant à tout aspect de ces Services Non proposés par Zendesk, y compris mais sans s’y restreindre, leur contenu ou la manière dont ils manipulent, protègent, gèrent ou traitent les Données (y compris les Données de Service), ou toute interaction entre Vous et le fournisseur des Services Non proposés par Zendesk. Nous ne pouvons garantir la disponibilité permanente des fonctionnalités de ces Services Non proposés par Zendesk et pouvons cesser d’en permettre l’accès sans Vous donner droit à aucun remboursement, crédit ou autre compensation si, par exemple et sans s’y restreindre, le fournisseur d’un Service Non proposé par Zendesk cesse de rendre disponible l’interopérabilité d’un Service Non proposé par Zendesk avec le Service correspondant d’une manière jugée acceptable par Nous.Vous renoncez irrévocablement à toute réclamation contre Zendesk en lien avec ces Services non proposés par Zendesk. Nous ne sommes pas responsables des pertes ou des dommages causés ou présumés être causés par ou en rapport avec Votre activation, accès ou utilisation de ces Services non proposés par Zendesk, ou avec Votre confiance dans les pratiques de confidentialité, des processus de sécurité des données ou d’autres politiques qui encadrent ces Services non proposés par Zendesk. Vous être tenu de vous inscrire ou de Vous connecter à ces Services non proposés par Zendesk sur leurs sites Internet respectifs. En activant l’un ou plusieurs de ces Services non proposés par Zendesk, Vous autorisez expressément Zendesk à divulguer Vos informations de connexion et les Données de service dans la mesure nécessaire pour permettre l’utilisation ou l’activation de ce ou ces Services non proposés par Zendesk.
SECTION 9. FREE TRIALS
If You register for a free trial for any of the Services, We will make such Services available to You on a trial basis free of charge until the earlier of (a) the end of the free trial period for which You registered to use the applicable Service(s); (b) the start date of any subscription to such Service purchased by You for such Service(s); or (c) termination of the trial by Us in Our sole discretion. Trial terms and conditions may appear on the trial registration web page. Any such additional terms and conditions are incorporated into this Agreement by reference and are legally binding. Please review the applicable Documentation during the trial period so that You become familiar with the features and functions of the Services under applicable Service Plans before You make Your purchase. ANY SERVICE DATA YOU ENTER INTO A SERVICE, AND ANY CONFIGURATIONS OR CUSTOMIZATIONS MADE TO A SERVICE BY OR FOR YOU, DURING YOUR FREE TRIAL WILL BE PERMANENTLY LOST UNLESS YOU PURCHASE A SUBSCRIPTION TO THE SAME SERVICE AS COVERED BY THE TRIAL, PURCHASE THE APPLICABLE SERVICE, OR EXPORT SUCH SERVICE DATA, BEFORE THE END OF THE TRIAL PERIOD.
SECTION 10. BETA SERVICES
Périodiquement, Nous pouvons mettre à Votre disposition des Services bêta sans frais. Vous pouvez essayer ces Services bêta à Votre seule discrétion. Les Services bêta qui sont destinés à des fins d’évaluation et non à des fins de production ne sont pas pris en charge et peuvent être assujettis à des modalités supplémentaires qui Vous seront signifiées. Les Services bêta ne sont pas considérés comme des « Services » au titre du présent Accord. Cependant, toutes les restrictions, Nos droits réservés et Vos obligations concernant le Service et l’utilisation de tous les Services non proposés par Zendesk s’appliquent également à Votre utilisation des Services bêta. Sauf indication ou communication contraire, toute période d’essai des Services bêta expire à la date à laquelle une version des Services bêta devient généralement disponible sans la désignation des Services bêta pertinente. Nous pouvons mettre fin aux Services bêta à tout moment à Notre seule discrétion et pouvons ne jamais les rendre disponibles. Nous déclinons toute responsabilité quant aux préjudices ou dommages résultant d’un Service bêta ou en rapport avec celui-ci.
SECTION 11. DROITS DE PROPRIÉTÉ INTELLECTUELLE
11.1 Chaque Partie conserve tous les droits, titres et intérêts relatifs aux droits de propriété intellectuelle. Les droits qui Vous sont accordés, à vous ainsi qu’aux Agents et aux Utilisateurs finaux, d’utiliser le ou les Services en vertu du présent Accord ne confèrent aucun droit supplémentaire aux Services ou aux Droits de propriété intellectuelle de Zendesk qui y sont associés. Sous la seule réserve des droits d’accès et d’utilisation limités du ou des Services expressément indiqués, tous les droits, titres et intérêts relatifs aux Services et tous les matériels, Logiciels et autres composants utilisés pour fournir les Services, y compris les Droits de propriété intellectuelle, demeureront la propriété de Zendesk et appartiennent exclusivement à Zendesk.
11.2 Le Groupe Zendesk disposera d’une licence entièrement payée, libre de redevances, mondiale, transférable, susceptible de sous-licence (à plusieurs niveaux), cessible, irrévocable et perpétuelle pour mettre en œuvre, utiliser, modifier, exploiter commercialement ou intégrer aux Services ou autrement utiliser toutes suggestions, demandes d’amélioration, recommandations ou autres commentaires que nous recevons de Vous, de Vos Agents, de Vos Utilisateurs finaux ou d’autres tiers agissant en Votre nom. Le Groupe Zendesk se réserve également le droit de demander la protection de la propriété intellectuelle pour toute caractéristique, fonctionnalité ou composant qui pourrait être basé sur ou qui a été initié par des suggestions, demandes d’amélioration, recommandations ou autres commentaires que nous recevons de Vous, Agents, Utilisateurs finaux, ou autres tiers agissant en Votre nom.
11.3Vous ne pouvez utiliser les Marques de Zendesk que de la manière permise par Nos directives d’utilisation des marques disponibles sur la page du site Web de Zendesk consacrée à la Propriété intellectuelle, et à condition de ne pas tenter, maintenant ou à l’avenir, de revendiquer des droits sur les Marques de Zendesk, de dégrader le caractère distinct des Marques de Zendesk ou d’utiliser les Marques de Zendesk pour dénigrer ou présenter de manière inexacte Zendesk ou Nos Services.Le droit de Zendesk d’utiliser les marques commerciales, les marques de service, les noms de service ou de commerce ou les logos de l’abonné sera défini dans un bon de commande ou par accord mutuel des parties.
SECTION 12. DÉCLARATIONS, GARANTIES ET CLAUSES DE NON-RESPONSABILITÉ
12.1 Authority. Each Party represents that it has validly entered into this Agreement and has the legal power to do so.
12.2 Garanties. Nous garantissons qu’au cours d’un abonnement : a) le présent contrat et la Documentation décriront avec précision les garanties administratives, physiques et techniques applicables pour la protection de la sécurité, de la confidentialité et de l’intégrité des Données de service ; et (b) les Services seront substantiellement exécutés en conformité avec la Documentation appropriée. Pour toute violation d’une garantie dans cette section, Vos recours exclusifs sont ceux décrits à la section 3.4 ci-dessus.
12.3 Clauses de non-responsabilité. SAUF CAS EXPLICITEMENT PRÉVU À LA SECTION 12.2, LES SITES ET LES SERVICES, Y COMPRIS TOUS LES COMPOSANTS DU SERVEUR ET DU RÉSEAU, SONT FOURNIS « EN L’ÉTAT » ET « SELON LA DISPONIBILITÉ », SANS AUCUNE GARANTIE DE QUELQUE NATURE QUE CE SOIT DANS LA LIMITE MAXIMALE AUTORISÉE PAR LA LOI ET NOUS DÉCLINONS EXPRESSÉMENT TOUTE GARANTIE QU’ELLE SOIT EXPRESSE OU IMPLICITE, Y COMPRIS, MAIS SANS S’Y RESTREINDRE, TOUTE GARANTIE IMPLICITE DE VALEUR MARCHANDE, DE TITRE, D’ADÉQUATION À UN USAGE PARTICULIER ET DE NON-CONTREFAÇON. VOUS RECONNAISSEZ QUE NOUS NE GARANTISSONS PAS QUE LES SERVICES SERONT ININTERROMPUS, FOURNIS EN TEMPS OPPORTUN, SÉCURISÉS, SANS ERREUR OU EXEMPTS DE VIRUS OU D’AUTRES LOGICIELS MALVEILLANTS ET QU’AUCUNE INFORMATION OU CONSEIL OBTENUS PAR VOUS AUPRÈS DE NOUS OU PAR L’INTERMÉDIAIRE DES SERVICES NE CONSTITUERONT DE GARANTIE QUI NE SOIT PAS EXPRESSÉMENT MENTIONNÉE DANS LE PRÉSENT ACCORD.
SECTION 13. INDEMNITÉ
13.1 Indemnification by Us. We will indemnify, defend, and hold You harmless from and against any claim brought by a third party against You by reason of Your use of a Service as permitted hereunder, alleging that such Service infringes or misappropriates a third party’s valid patent, copyright, trademark or trade secret (an “IP Claim”). We shall, at Our expense, defend such IP Claim and pay damages finally awarded against You in connection therewith, including the reasonable fees and expenses of the attorneys engaged by Zendesk for such defense, provided that (a) You promptly notify Zendesk of the threat or notice of such IP Claim; (b) We will have the sole and exclusive control and authority to select defense attorneys, and defend and/or settle any such IP Claim (however, We shall not settle or compromise any claim that results in liability or admission of any liability by You without Your prior written consent); and (c) You fully cooperate with Zendesk in connection therewith. If use of a Service by You, Agents or End-Users has become, or, in Our opinion, is likely to become, the subject of any such IP Claim, We may, at Our option and expense, (i) procure for You the right to continue using the Service(s) as set forth hereunder; (ii) replace or modify a Service to make it non-infringing; or (iii) if options (i) or (ii) are not commercially reasonable or practicable as determined by Zendesk, terminate Your subscription to the Service(s) and repay You, on a pro-rata basis, any Subscription Charges previously paid to Zendesk for the corresponding unused portion of Your Subscription Term for such Service(s). We will have no liability or obligation under this Section 13.1 with respect to any IP Claim if such claim is caused in whole or in part by (x) compliance with designs, data, instructions or specifications provided by You; (y) modification of the Service(s) by anyone other than Zendesk or Zendesk Personnel; or (z) the combination, operation or use of the Service(s) with other hardware or software where a Service would not by itself be infringing. The provisions of this Section 13.1 state the sole, exclusive and entire liability of Zendesk to You and constitute Your sole remedy with respect to an IP Claim brought by reason of access to or use of a Service by You, Agents or End-Users.
13.2 Indemnification by You. You will indemnify, defend, and hold Zendesk harmless against any claim brought by a third party against Zendesk (a) arising from or related to use of a Service by You, Agents or End-Users in breach of this Agreement; or (b) alleging that Your use of the Service or Your Service Data infringes or misappropriates a third party’s valid patent, copyright, trademark or trade secret; provided that (i) We promptly notify You of the threat or notice of such claim; (ii) You will have the sole and exclusive control and authority to select defense attorneys, and defend and/or settle any such claim (however, You shall not settle or compromise any claim that results in liability or admission of any liability by Us without Our prior written consent); and (iii) We fully cooperate with You in connection therewith.
SECTION 14. LIMITATION DE RESPONSABILITÉ
14.1 UNDER NO CIRCUMSTANCES AND UNDER NO LEGAL THEORY (WHETHER IN CONTRACT, TORT, NEGLIGENCE OR OTHERWISE) WILL EITHER PARTY TO THIS AGREEMENT, OR THEIR AFFILIATES, OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, SERVICE PROVIDERS, SUPPLIERS OR LICENSORS BE LIABLE TO THE OTHER PARTY OR ANY AFFILIATE FOR ANY LOST PROFITS, LOST SALES OR BUSINESS, LOST DATA (BEING DATA LOST IN THE COURSE OF TRANSMISSION VIA YOUR SYSTEMS OR OVER THE INTERNET THROUGH NO FAULT OF ZENDESK), BUSINESS INTERRUPTION, LOSS OF GOODWILL, COSTS OF COVER OR REPLACEMENT, OR FOR ANY OTHER TYPE OF INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, CONSEQUENTIAL OR PUNITIVE LOSS OR DAMAGES, OR FOR ANY OTHER INDIRECT LOSS OR DAMAGES INCURRED BY THE OTHER PARTY OR ANY AFFILIATE IN CONNECTION WITH THIS AGREEMENT, THE SERVICES OR CONSULTING SERVICES, REGARDLESS OF WHETHER SUCH PARTY HAS BEEN ADVISED OF THE POSSIBILITY OF OR COULD HAVE FORESEEN SUCH DAMAGES.
14.2 NOTWITHSTANDING ANYTHING TO THE CONTRARY IN THIS AGREEMENT, THE ZENDESK GROUP’S AGGREGATE LIABILITY TO YOU, ANY AFFILIATE, OR ANY THIRD PARTY ARISING OUT OF THIS AGREEMENT, THE SERVICES OR CONSULTING SERVICES, SHALL IN NO EVENT EXCEED THE SUBSCRIPTION CHARGES AND/OR CONSULTING FEES PAID BY RESELLER TO ZENDESK WITH RESPECT TO YOUR SUBSCRIPTION TO SUCH SERVICE DURING THE TWELVE (12) MONTHS PRIOR TO THE FIRST EVENT OR OCCURRENCE GIVING RISE TO SUCH LIABILITY. YOU ACKNOWLEDGE AND AGREE THAT THE ESSENTIAL PURPOSE OF THIS SECTION 14.2 IS TO ALLOCATE THE RISKS UNDER THIS AGREEMENT BETWEEN THE PARTIES AND LIMIT POTENTIAL LIABILITY GIVEN THE SUBSCRIPTION CHARGES AND CONSULTING FEES, WHICH WOULD HAVE BEEN SUBSTANTIALLY HIGHER IF WE WERE TO ASSUME ANY FURTHER LIABILITY OTHER THAN AS SET FORTH HEREIN. WE HAVE RELIED ON THESE LIMITATIONS IN DETERMINING WHETHER TO PROVIDE YOU WITH THE RIGHTS TO ACCESS AND USE THE SERVICES AND/OR THE CONSULTING SERVICES PROVIDED FOR IN THIS AGREEMENT.
THE LIMITATIONS SET FORTH IN SECTION 14.2 SHALL NOT APPLY TO CLAIMS OR DAMAGES RESULTING FROM ZENDESK’S IP CLAIMS INDEMNITY OBLIGATIONS IN SECTION 13.1 OF THIS AGREEMENT.
14.3 LA LIMITATION DE RESPONSABILITÉ PRÉVUE AUX PRÉSENTES S’APPLIQUERA DE MANIÈRE GLOBALE À TOUTES LES RÉCLAMATIONS DE L’ABONNÉ ET DE SES SOCIÉTÉS AFFILIÉES ET NE SERA PAS CUMULATIVE.
14.4 Certaines juridictions n’autorisent pas l’exclusion des garanties implicites ou la limitation de responsabilité pour les dommages accessoires ou indirects ou pour les blessures corporelles ou la mort, ce qui signifie que certaines des limitations ci-dessus peuvent ne pas Vous concerner. DANS CES JURIDICTIONS, LA RESPONSABILITÉ DU GROUPE ZENDESK SERA LIMITÉE DANS LA MESURE MAXIMALE AUTORISÉE PAR LA LOI.
14.5 Toute réclamation ou demande en dommages que Vous puissiez avoir contre Zendesk ne sera applicable qu’à l’égard de Zendesk et non envers une autre entité ou ses dirigeants, administrateurs, représentants ou agents de Zendesk ou de toute autre entité.
SECTION 15. FOURNISSEURS DE SERVICES TIERS
Third-Party Service Providers. You agree that the Zendesk Group, and the third-party service providers that are utilized by the Zendesk Group to assist in providing the Services to You, shall have the right to access Your Account and to use, modify, reproduce, distribute, display and disclose the Personal Data of Your Agents to the extent necessary to provide, secure or improve the Services. Any third-party service providers utilized by the Zendesk Group will only be given access to Your Account as is reasonably necessary to provide the Services and will be subject to (a) confidentiality obligations which are commercially reasonable and substantially consistent with the standards described in Section 4; and (b) such third party service provider’s agreement to comply with the data transfer restrictions applicable to Personal Data within Service Data as set forth in Section 6.
SECTION 16.AFFECTATION, INTÉGRALITÉ DE L’ACCORD ET AMENDEMENT
16.1 Assignment. Under the terms of the Reseller Agreement, Your agreement with the Reseller with respect to Your subscription to the Service may be assigned to Zendesk. You agree that if Your agreement with Reseller is assigned to Zendesk, Your continued rights to access and use the Service shall be subject to Zendesk’s then standard Master Subscription Agreement and You consent to the application of such terms and conditions, including without limitation, the billing and payment provisions contained therein. You agree that following any such assignment, You shall, upon request by Zendesk, provide such information as is required to secure payment for any Subscription Term commencing after such assignment. You may not, directly or indirectly, by operation of law or otherwise, assign all or any part of this Agreement or Your rights under this Agreement or delegate performance of Your duties under this Agreement without Our prior written consent, which consent will not be unreasonably withheld. We may, without Your consent, assign this Agreement to any member of the Zendesk Group or in connection with any merger or change of control of Zendesk or the Zendesk Group or the sale of all or substantially all of Our assets provided that any such successor agrees to fulfill its obligations pursuant to this Agreement. Subject to the foregoing restrictions, this Agreement will be fully binding upon, inure to the benefit of and be enforceable by the Parties and their respective successors and assigns.
16.2 Entire Agreement. This Agreement constitutes the entire agreement, and supersedes any and all prior agreements between You and Zendesk with regard to the subject matter hereof. This Agreement shall apply in lieu of the terms or conditions in any purchase order or other order documentation You or any entity which You represent provides (all such terms or conditions being null and void), and, except as expressly stated herein, there are no other agreements, representations, warranties, or commitments which may be relied upon by either Party with respect to the subject matter hereof. There are no oral promises, conditions, representations, understandings, interpretations or terms of any kind between the Parties, except as may otherwise be expressly provided herein. The headings used herein are for convenience only and shall not affect the interpretation of the terms of this Agreement.
16.3 Amendement. Nous pouvons périodiquement amender le présent contrat ; auquel cas, le nouveau contrat remplacera les versions antérieures. Nous Vous informerons au moins dix (10) jours avant la date d’entrée en vigueur d’un tel amendement et Votre utilisation des Services après la date d’entrée en vigueur de cet amendement pourra être invoquée par Zendesk comme Votre consentement à un tel amendement. Notre omission de faire valoir à tout moment une disposition du présent Accord ne constitue pas une renonciation à cette disposition ou à toute autre disposition du présent Accord.
SECTION 17. DIVISIBILITÉ
Si une disposition du présent Accord est jugée inapplicable par une juridiction compétente, cette disposition doit être modifiée par le tribunal et interprétée de manière à appliquer au mieux la disposition d’origine dans la limite maximale autorisée par la loi et les autres dispositions du présent Accord resteront en vigueur.
SECTION 18. CONFORMITÉ ET RESTRICTIONS D’UTILISATION EN MATIÈRE D’EXPORTATION
The Services and other Zendesk technology, and derivatives thereof, may be subject to export controls and economic sanctions laws and regulations of the United States and other jurisdictions. Subscriber agrees to comply with all such laws and regulations as they relate access to the Services and other Zendesk technology. Subscriber represents that they are not named on any U.S. government restricted-party list, will not permit any Agent or End-User to access or use any Service in a U.S.-embargoed country or region (currently Cuba, Iran, North Korea, Syria or Crimea), and will not permit the Service to be used for any prohibited end use (e.g., nuclear, chemical, or biological weapons proliferation, or missile-development purposes).
SECTION 19. RELATIONS ENTRE LES PARTIES
Les Parties sont des parties contractantes indépendantes. Le présent contrat ne constitue pas une relation de partenariat, de franchise, d’entreprise commune, d’agence, fiduciaire ni d’emploi entre les Parties.
SECTION 20. AVIS
All notices provided by Zendesk to You under this Agreement may be delivered in writing by (a) nationally recognized overnight delivery service (“Courier”) or U.S. mail to the contact mailing address provided by You on any Order Form; or (b) electronic mail to the electronic mail address provided for Your Account owner. You must give notice to Zendesk in writing by Courier or U.S. mail to 989 Market Street, San Francisco, California 94103 U.S.A. Attn: Legal Department. All notices shall be deemed to have been given immediately upon delivery by electronic mail; or, if otherwise delivered upon the earlier of receipt or two (2) business days after being deposited in the mail or with a Courier as permitted above.
SECTION 21. LOI APPLICABLE
Le présent Accord est régi par les lois de l’État de Californie indépendamment des principes de conflit de lois. Tout litige en vertu du présent Accord sera résolu par un tribunal de droit commun dans le comté de San Francisco, en Californie. Par la présente, vous acceptez expressément de vous soumettre à la juridiction personnelle et exclusive de cette juridiction aux fins du règlement de tout différent portant sur l’utilisation des Services par Vous, Vos Agents ou Vos Utilisateurs finaux.
SECTION 22. DISPOSITIONS RELATIVES À L’UTILISATION FINALE PAR LE GOUVERNEMENT FÉDÉRAL
Si vous êtes un service ou une agence du gouvernement fédéral des États-Unis ou si vous contractez pour le compte d’un tel service ou d’une telle agence, chacun des Services est un « Article commercial » tel que défini par la clause 48 C.F.R. §2.101, composé d’un « Logiciel commercial » et d’une « Documentation sur le logiciel informatique commercial », tels que définis par les clauses 48 C.F.R. §12.212 ou 48 C.F.R. §227.7202. Conformément aux clauses 48 C.F.R. §12.212 ou 48 C.F.R. §227.7202–1 à 227.7202-4, selon le cas, les Services Vous sont concédés sous licence et Vous disposez seulement des droits accordés par les présentes modalités et conditions, du présent contrat.
SECTION 23. ANTI-CORRUPTION
You agree that You have not received or been offered any illegal or improper bribe, kickback, payment, gift or thing of value from any of Our employees or agents in connection with this Agreement. Reasonable gifts and entertainment provided in the ordinary course of business do not violate the above restriction. If You learn of any violation of the above restriction, You will use reasonable efforts to promptly notify Our Legal Department at email@example.com.
SECTION 24. SURVIE
Sections 2.1, 3.5, 3.6, 4 – 6, 11 – 20 and 25 shall survive any termination of this Agreement with respect to use of the Services by You, Agents or End-Users. Termination of this Agreement shall not limit a Party’s liability for obligations accrued as of or prior to such termination or for any breach of this Agreement.
SECTION 25. DÉFINITIONS
Lorsqu’ils sont utilisés dans le présent Accord avec la première lettre en majuscule, et outre les termes définis ailleurs dans cet Accord, les termes suivants ont les significations suivantes :
Account: means any accounts or instances created by or on behalf of Subscriber or its Affiliates within the Services.
Additional Feature(s): means additional features or functionality (including Built by Zendesk Marketplace Applications, Zendesk Labs apps, Early Access Programs, or Beta Services) that are available or enabled through the Service, but do not form part of the Service. Additional Features also include third party services that are purchased and/or subscribed to via an Order Form and that are identified as being resold by Zendesk and governed by such third party’s alternate agreement. Additional Features are purchased or enabled separately and distinctly from Your Service Plan and Deployed Associated Services.
Affiliate: means, with respect to a Party, any entity that directly or indirectly controls, is controlled by, or is under common control with such Party, whereby “control” (including, with correlative meaning, the terms “controlled by” and “under common control”) means the possession, directly or indirectly, of the power to direct, or cause the direction of the management and policies of such person, whether through the ownership of voting securities, by contract, or otherwise.
Agent: means an individual (including those of Your Affiliates) authorized to use the Service(s) through Your Account as an agent and/or administrator, each as identified through an individual Agent Login.
Agent Login: means a unique username and associated password provisioned to an identifiable individual to permit them to access the Services.
API: means the application programming interfaces developed, made available and enabled by Zendesk that permit Subscribers to access certain functionality provided by the Services, including, without limitation, the REST API that enables the interaction with the Services automatically through HTTP requests and the application development API that enables the integration of the Services with other web applications.
Applicable Data Protection Law: means the following data protection law(s): (a) the EU Regulation 2016/679 entitled “On the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation or GDPR)” and any applicable national laws made under it; (b) the Swiss Federal Act of 19 June 1992 on Data Protection (as may be amended or superseded); (c) the Personal Information Protection and Electronic Documents Act of Canada (PIPEDA); and (d) Brazilian Law No. 13,709/2018, as amended (LGPD).
Associated Services: means products, services, features and functionality designed to be used in conjunction with the Services that are not included in the Service Plan to which You subscribe. For avoidance of doubt, Additional Features that are expressly stated to be governed by separate Supplemental Terms shall not be deemed an Associated Service. Where You have purchased, deployed, or subscribed to an Associated Service, such Associated Service is referred to as a “Deployed Associated Service.”
Beta Services: means a product, service or functionality provided by Zendesk that may be made available to You to try at Your option at no additional charge which is clearly designated as beta, pilot, limited release, non-production, early access, evaluation or by a similar description.
Built by Zendesk Marketplace Applications: means integrations and applications created or developed by Zendesk or its Affiliates and made available in the Zendesk Marketplace (available at https://www.zendesk.com/apps) which will be governed by this Agreement unless Zendesk otherwise communicates a different agreement to You at the time of Your deployment of or access to the integration or application.
Confidential Business Information: means all Confidential Information that is not Service Data, including, without limitation, Your Agents’ Personal Data and Account information, which Zendesk may store in its systems separate from the Service and Our security policies and procedures.
Confidential Information: means all information disclosed by one Party to the other Party which is in tangible form and designated as confidential or is information, regardless of form, which a reasonable person would understand to be confidential given the nature of the information and circumstances of disclosure, including, but not limited to, the terms of this Agreement, Subscriber Service Data and Confidential Business Information. Notwithstanding the foregoing, Confidential Information shall not include information that (a) was already known to the receiving Party at the time of disclosure by the disclosing Party; (b) was or is obtained by the receiving Party from a third party not known by the receiving Party to be under an obligation of confidentiality with respect to such information; (c) is or becomes generally available to the public other than by violation of this Agreement or another valid agreement between the Parties; or (d) was or is independently developed by the receiving Party without the use of the disclosing Party’s Confidential Information.
Consulting Services: means consulting and professional services (including any training, success and implementation services) provided by Zendesk Personnel as indicated on an Order Form or other written document such as a SOW.
Documentation: means any written or electronic documentation, images, video, text or sounds specifying the functionalities or limitations of the Services or describing Service Plans, as applicable, provided or made available by Zendesk to You in the applicable Zendesk help center(s), Site or Zendesk developer website (https://developer.zendesk.com/); provided, however, that Documentation shall specifically exclude any “community moderated” forums as provided or accessible through such knowledge base(s).
End-User: means any person or entity other than Subscriber or Agents with whom Subscriber, its Agents, or its End-Users interact while using a Service.
Enterprise Services: means any Service not designated on Zendesk’s Innovation Services List available on Zendesk’s Customers and Partners Website.
Force Majeure Event: means any circumstances beyond Our reasonable control, including, but not limited to, an act of God, act of government, flood, fire, earthquake, civil unrest, act of terror, strike or other labor problem (other than one involving Our employees), Internet service provider failure or delay, Non-Zendesk Services, or acts undertaken by third parties, including without limitation, denial of service attack.
Innovation Services: means any Service or feature described on Zendesk’s Innovation Services List available on Zendesk’s Customers and Partners Website.
Intellectual Property Rights: means any and all respective patents, inventions, copyrights, trademarks, domain names, trade secrets, know-how and any other intellectual property and/or proprietary rights.
Malicious Software: means any viruses, malware, Trojan horses, time bombs, or any other similar harmful software.
Non-Zendesk Services: means third party products, applications, services, software, networks, systems, directories, websites, databases and information which a Service links to, or which You may connect to or enable in conjunction with a Service, including, without limitation, Non-Zendesk Services which may be integrated directly into Your Account by You or at Your direction.
Order Form: means Our generated service order form(s) executed or approved by the Reseller managing Your subscription to the Service with respect to Your subscription to a Service, which may detail, among other things, the number of Agents authorized to use a Service under Your subscription and the Service Plan applicable to Your subscription to a Service.
Personal Data: means any information relating to an identified or identifiable natural person (‘data subject’) where an identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as name, an identification number, location data, an online identifier or to one or more factors specific to their physical, physiological, mental, economic, cultural or social identity of that natural person.
Personnel: means employees and/or non-employee service providers and contractors of the Zendesk Group engaged by the Zendesk Group in connection with performance hereunder.
Planned Downtime: means planned downtime for upgrades and maintenance to the Services scheduled in advance of such upgrades and maintenance.
Processing/to Process/Processed: means any operation or set of operations which is performed on Personal Data or on sets of Personal Data, whether or not by automated means, such as collection, recording, organization, structuring, storage, adaptation or alteration, retrieval, consultation, use, disclosure by transmission, dissemination or otherwise making available, alignment or combination, restriction, erasure or destruction.
Service(s): means the products and services that are ordered by the Reseller on Your behalf online through a link or via an Order Form referencing this Agreement, whether on a trial or paid basis, and whether Enterprise Services or Innovation Services, and made available online by Us, via the applicable subscriber login link and other web pages designated by Us, including, individually and collectively, the applicable Software, updates, API, Documentation, and all Deployed Associated Services that are provided under this Agreement. “Services” exclude (a) Non-Zendesk Services as that term is defined in this Agreement; and (b) any Additional Features or Associated Services that are not provided under this Agreement or Your Service Plan. From time to time, the names and descriptions of the Services or any individual Service may be changed. To the extent Subscriber is given access to such Service as so described by virtue of a prior Order Form or other prior acceptance of this Agreement, this Agreement shall be deemed to apply to such Service as newly named or described.
Service Data Breach: means an unauthorized access or improper disclosure that has been verified to have affected Your Service Data.
Service Plan(s): means the packaged service plan(s) and the functionality and services associated therewith (as detailed on the Site and in Documentation applicable to the Service) for the Services.
Site: means a website operated by the Zendesk Group, including www.zendesk.com, as well as all other websites that the Zendesk Group operates (but shall not include the Services).
Software: means software provided by Zendesk (either by download or access through the internet) that allows Agents or End-Users to use any functionality in connection with the applicable Service.
Sub-processor: means any third-party data processor engaged by Zendesk, including entities from the Zendesk Group, that receives Service Data from Zendesk for Processing on behalf of Subscriber and in accordance with Subscriber’s instructions (as communicated by Zendesk) and the terms of its written subcontract.
Subscription Charges: means all charges associated with Your access to and use of an Account.
Subscription Term: means the period during which You have agreed to subscribe to a Service.
Supplemental Terms: means the additional terms and conditions that are (a) set forth below in this Agreement in the section entitled, “Supplemental Terms and Conditions”; (b) included or incorporated on an Order Form via hyperlink or other reference (e.g. when a Deployed Associated Service is purchased); (c) applicable to Consulting Services when purchased by You; (d) applicable to Additional Features when activated by You; and (e) Zendesk’s Service-Specific Terms.
Taxes: means taxes, levies, duties or similar governmental assessments, including value-added, sales, use or withholding taxes assessable by any local, state, provincial or foreign jurisdiction.
Usage Charges: means additional Subscription Charges that are incurred by Subscriber relating to the use of certain features and functionality that Subscriber enables within the Service.
“We,” “Us” or “Our”: means Zendesk as defined below.
Zendesk: means Zendesk, Inc., a Delaware corporation, or any of its successors or assignees.
Zendesk’s Customers and Partners Website: means the website located at: https://www.zendesk.com/company/customers-partners/.
Zendesk Group: means Zendesk, Inc., a Delaware Corporation together with all its Affiliates.
Zendesk’s Intellectual Property Website: means the website located at: https://www.zendesk.com/company/trademark-property/.
Zendesk Marks: means any trademarks, service marks, service or trade names, logos or other designations of Zendesk, the Zendesk Group, or its or their Affiliates, whether registered or unregistered.
Zendesk’s Policies and Procedures Website: means the website located at: https://www.zendesk.com/company/policies-procedures/.
Zendesk’s Privacy and Data Protection Website: means the website located at: https://www.zendesk.com/company/privacy-and-data-protection/.
Zendesk’s Service-Specific Terms: means the Supplemental Terms applicable to use of different Services described here: https://support.zendesk.com/hc/en-us/articles/360047508453.
SUPPLEMENTAL TERMS: REGION-SPECIFIC TERMS
Les modalités spécifiques au pays suivants peuvent être applicables à Votre utilisation du Service.
Notwithstanding anything to the contrary in this Agreement, any applicable rights You may have under Australian Consumer Law continue to apply in full force. [This includes, but is not limited to, Sections 3.3, 4.3, 9.2, 13.2, 14.1 and 15 of this Agreement.] “Australian Consumer Law” in this section means the Australian Consumer Law under Schedule 2 of the Competition and Consumer Act 2010 (Cth).
You agree that You are responsible for notifying End-Users that Personal Data collected, stored, used and/or processed by the Zendesk Group, as described in this Agreement, is collected, stored, used and/or processed in compliance with the Australian Privacy Act 1988 (Commonwealth) and the Australian Privacy Principles as we further detail here: https://www.zendesk.com/company/anz-privacy. You are responsible for notifying End-Users that if they are dissatisfied with our handling of a complaint or do not agree with the resolution proposed by Us, they may make a complaint to the Office of the Australian Information Commissioner (OAIC) by contacting the OAIC using the methods listed on their website at http://www.oaic.gov.au. Alternatively, they may request that We pass on the details of their complaint to the OAIC directly.
In respect of disclosures or transfers of Service Data to a country outside Australia, the Zendesk Group has ensured that the recipient of the Service Data (and any onward third-party recipients’) will comply with obligations that are substantively similar and at least as strict as, if not stricter than, those required by the Australian Privacy Principles and the Privacy Act in respect of any Processing of Personal Data.
Les Parties s’engagent à coopérer pour investiguer et évaluer toute éventuelle Violation des Données de service, et, si la Loi de protection des données applicable l’exige, pour signaler toute Violation des Données de service à l’organisme de contrôle local ou étranger compétent, par exemple au Bureau du commissaire à l’information australien (Office of the Australian Information Commissioner) (chacun de ces organismes étant un « Organisme de contrôle ») et aux personnes concernées. Toute correspondance ou notification adressée à un Organisme de contrôle et aux personnes concernées devra se faire sous une forme agréée par les deux Parties. Cela dit, rien dans le présent Contrat ne saurait empêcher l’une quelconque des Parties de respecter les obligations légales que lui imposent les Lois de protection des données, dont l’obligation d’avertir un Organisme de contrôle ou des personnes en cas de Violation des Données de service.
You agree that You are responsible for notifying End-Users that Personal Data is collected, stored, used and/or processed by the Zendesk Group, as described in this Agreement and is collected, stored, used and/or processed in accordance with Brazilian Law No. 12,965/2014; Brazilian Decree No. 8,771/2016; and Brazilian Law No. 13,709/2018, as amended, as we further detail here: https://www.zendesk.com/company/customers-partners/privacy-policy/.
You agree that You are responsible for notifying End-Users that Personal Information (as the term is defined in the Personal Information Protection and Electronic Documents Act of Canada (PIPEDA) will be collected, stored, used and/or processed by the Zendesk Group in compliance with the Zendesk Group’s obligations under PIPEDA.
You agree that You are responsible for (i) notifying the End-Users using Our Services via Your Account about how the Zendesk Group may use End-Users’ Personal Data as described in this Agreement; and (ii) obtaining prior consent from End-Users to disclose their Personal Data to Us.
Nouvelle Zélande :
You agree that You are responsible for notifying End-Users that Personal Data collected, stored, used and/or processed by the Zendesk Group, as described in this Agreement, is collected, stored, used and/or processed in compliance with the New Zealand’s Privacy Act (1993) and its 12 Information Privacy Principles (NZ IPPs) as we further detail here: https://www.zendesk.com/company/anz-privacyn.
You agree that You are responsible for notifying End-Users that Personal Data collected, stored, used and/or processed by the Zendesk Group, as described in this Agreement, is collected, stored, used and/or processed in compliance with the Zendesk Group’s obligations under the Personal Data Protection Act 2012 of Singapore (“PDPA”) as we further detail here: https://www.zendesk.com/company/singapore-pdpa/.
California, United States:
You agree that You are responsible for (i) notifying End-Users that Personal Data collected, stored, used and/or processed by the Zendesk Group, as described in this Agreement, is collected, stored, used, and/or processed in compliance with the California Consumer Privacy Act (CCPA), as amended, and any regulations made under it and (ii) obtaining consent from End-Users where it is required under the foregoing.
SUPPLEMENTAL TERMS: CONSULTING SERVICES
If Subscriber has engaged Zendesk for the provision of professional services (including any training, success, and implementation services) (collectively, “Consulting Services”), either directly with Zendesk or from an unrelated third party authorized to sell such Consulting Services, as indicated on a Statement of Work (“SOW”) or other written document such as a “Description of Consulting Services” on an Order Form, the provision of such Consulting Services will be governed by the Agreement. Unless otherwise agreed to in a SOW or Order Form, Subscriber agrees that any Consulting Services purchased by Subscriber must commence within six (6) months of the execution of the SOW or Order Form. In consideration of the foregoing, Subscriber and Zendesk, intending to be legally bound, agree to the terms set forth below.
1. Scope. All Consulting Services provided by Zendesk to Subscriber and all deliverables required to be provided by Zendesk to Subscriber pursuant to the Agreement (“Deliverables”) will be outlined in one or more mutually agreed-upon and jointly executed SOWs or Order Forms, each incorporated into the Agreement and describing in detail the scope, nature and other relevant characteristics of the Consulting Services and Deliverables to be provided.
2. Retention. Subscriber hereby retains Zendesk to provide the Consulting Services described in one or more SOWs or Order Forms, subject to the terms and conditions set forth in the Agreement. Zendesk shall not be obligated to perform any Consulting Services until both Parties have mutually agreed upon and executed a SOW or Order Form with respect to such Consulting Services. After execution of a SOW or Order Form, the Consulting Services to be provided under that SOW or Order Form may only be changed through a change order mutually executed by the Parties (“Change Order”).
3. Performance of Consulting Services.
3.1 Each SOW or Order Form will include reasonable details about Consulting Services, including, at a minimum, the Consulting Fees (defined below). Zendesk and Subscriber agree to cooperate in good faith to achieve satisfactory completion of the Consulting Services in a timely and professional manner.
3.2 The Parties will each designate a representative to interface and facilitate the successful completion of the Consulting Services.
3.3 Zendesk will perform the Consulting Services through qualified employees and/or non-employee contractors of Zendesk (“Subcontractors” and together with Zendesk’s employees for the purposes of these Supplemental Terms, “Consulting Services Personnel”). Subscriber agrees to provide, at no cost to Zendesk, timely and adequate assistance and other resources reasonably requested by Zendesk to enable the performance of the Consulting Services (collectively, “Assistance”). Zendesk, including its Subcontractors, will not be liable for any deficiency in the performance of Consulting Services to the extent such deficiency results from any acts or omissions of Subscriber, including, but not limited to, Subscriber’s failure to provide Assistance as required hereunder.
3.4 In performing the Consulting Services, Zendesk will utilize Consulting Services Personnel as it deems necessary to perform the Consulting Services or any portion thereof. Subscriber may object to Zendesk’s use of a Subcontractor by specifying its reasonable objection to Zendesk, in which case the Parties will cooperate in good faith to appoint another Consulting Services Personnel to perform such Consulting Services. Zendesk may replace Consulting Services Personnel in its normal course of business, provided that Zendesk will be responsible for the performance of Consulting Services by all Consulting Services Personnel.
3.5 Zendesk will control the method and manner of performing all work necessary for completion of Consulting Services, including but not limited to the supervision and control of any Consulting Services Personnel performing Consulting Services. Zendesk will maintain such number of qualified Consulting Services Personnel and appropriate facilities and other resources sufficient to perform Zendesk’s obligations under the Agreement in accordance with its terms.
3.6 Consulting Services Personnel may enter (“assume into”) Subscriber’s production Account to provide the Consulting Services as provided for in Zendesk’s Customer Controlled User Assumption Policy found at: https://support.zendesk.com/hc/en-us/articles/%20115001753608-Granting-Zendesk-temporary-access-to-your-account.
3.7 In the event that Subscriber seeks to change the scope of Consulting Services to be provided under any SOW or Order Form (including, but not limited to, any changes to the project schedule described in the SOW or Order Form), Subscriber shall discuss such proposed changes with Zendesk. If Zendesk elects to perform such changes to the Consulting Services, the Parties shall work together in good faith to execute a written Change Order. Zendesk shall be entitled to an adjustment in Consulting Fees pursuant to the changes reflected in the Change Order. Zendesk shall not be obligated to perform any differing or additional Consulting Services unless the Parties have mutually agreed upon a written Change Order.
3.8 Unless otherwise agreed to in a SOW or Order Form, for Consulting Services that are Deliverable or milestone based, upon delivery of all Deliverables or completion of all milestones detailed in the SOW or Order Form, Zendesk shall provide Subscriber with written notice (“Completion Notice”). Thereafter, Subscriber shall have five (5) business days from the date of the Completion Notice to provide Zendesk with written notice describing any Deliverables that have not been provided or milestones not met. The SOW or Order Form shall be deemed complete and the Deliverables accepted or milestones met absent Subscriber’s timely written notice of any Deliverables not having been provided or milestones not having been met. In the event that Subscriber provides timely written notice of any Deliverables not having been provided or milestones not having been met, Zendesk shall make commercially reasonable efforts to remedy the defects identified. If the defects cannot be remedied, Subscriber may terminate the applicable SOW and Zendesk shall return the portion of the Consulting Fees paid to Zendesk by Subscriber for the nonconforming portion of the Consulting Services (or, if Consulting Fees have not yet been paid, Subscriber will be relieved from its obligation to pay Consulting Fees for the nonconforming portion of the Consulting Services). For the avoidance of doubt, a Completion Notice shall not be necessary for Consulting Services that are time and materials based.
4. Consulting Fees.
4.1 Subscriber will pay Zendesk the fees to provide the Consulting Services as detailed or described in an Order Form or SOW (the “Consulting Fees”).
4.2 All Consulting Services will be provided on either a time and materials or fixed-fee basis, as indicated in the applicable SOW or Order Form. Each SOW or Order Form providing for time and materials based Consulting Fees will contain a detailed estimate of such time and materials necessary for performance of Consulting Services (“T&M Estimate”). Zendesk will make a commercially reasonable effort to provide such Consulting Services within such T&M Estimate, up to the number of hours agreed to by the Parties. If it appears that the T&M Estimate may be exceeded, Zendesk will make a reasonable effort to notify Subscriber as soon as practicable and provide an amended T&M Estimate. Upon receiving such amended T&M Estimate, Subscriber will accept or reject the amended T&M Estimate. Unless Subscriber rejects such amended T&M Estimate within five (5) business days of delivery, such amended T&M Estimate shall be deemed accepted by Subscriber and Subscriber shall be liable for all Consulting Fees associated with Consulting Services delivered in reliance on such amended T&M Estimate. Any amended T&M Estimate which is accepted by Subscriber shall be deemed a Change Order.
4.3 As detailed in the applicable SOW or Order Form, the performance of Consulting Services may be subject to an advance payment of Consulting Fees by Subscriber upon execution of the SOW or Order Form. Such retainer will be applied against Consulting Fees which become payable by Subscriber. Zendesk may refuse to perform Consulting Services unless and until such advance payment is paid to Zendesk.
4.4 In addition to any and all Consulting Fees, Subscriber will reimburse Zendesk for any reasonable expenses for travel, lodging, communications, shipping charges and out-of-pocket expenses, including changes to travel and accommodations resulting from Subscriber’s request incurred by Zendesk in connection with providing the Consulting Services (“Expenses”). Zendesk will provide reasonable documentation for all Expenses as requested by Subscriber.
4.5 Any unpaid Consulting Fees or Expenses will become overdue thirty (30) days after payment is due and shall be subject to a late fee of one and a half percent (1.5%) per month for each month where payment is not received.
4.6 Cancellation/Changes: Any cancellations of or changes to the Consulting Services less than five (5) business days prior to the agreed upon Consulting Services commencement date are subject to forfeiture of Consulting Fees paid and reserved date(s).
5. Relationship of the Parties. Zendesk is an independent contractor and will maintain complete control of and responsibility for its Consulting Services Personnel, methods and operations in providing Consulting Services. Zendesk will never hold itself out as an agent, subsidiary or affiliate of Subscriber for any purpose, including reporting to any government authority. The Agreement will not be construed so as to create a partnership, other joint venture or undertaking, or any agency relationship between the Parties, and neither Party shall become liable for any representation, act or omission of the other Party or have the authority to contractually bind the other Party. Any Consulting Fees, Expenses or other amounts paid by Subscriber to Zendesk hereunder shall not be considered salary for pension or wage tax purposes and neither Zendesk nor its Consulting Services Personnel will be entitled to any fringe benefits, including sick or vacation pay, or other supplemental benefits of Subscriber, unless otherwise required by law. Subscriber shall not be responsible for deducting or withholding from Consulting Fees or Expenses paid for Consulting Services any taxes, unemployment, social security or other such expense unless otherwise required by law.
6.1 Zendesk hereby represents and warrants that:
(a) the Consulting Services provided pursuant to the Agreement will be performed in a timely and professional manner by Zendesk and its Consulting Services Personnel, consistent with generally-accepted industry standards; provided that Subscriber’s sole and exclusive remedy for any breach of this warranty will be, at Zendesk’s option, re-performance of the Consulting Services or termination of the applicable SOW and return of the portion of the Consulting Fees paid to Zendesk by Subscriber for the nonconforming portion of the Consulting Services; and
(b) it is under no contractual or other restrictions or obligations which are inconsistent with the execution of the Agreement, or, to its best knowledge, which will interfere with its performance of the Consulting Services.
6.2 The Parties hereby agree that:
EXCEPT AS SPECIFICALLY SET FORTH IN SECTION 6.1 ABOVE, ALL CONSULTING SERVICES AND DELIVERABLES ARE PROVIDED TO SUBSCRIBER “AS IS” AND ZENDESK MAKES NO WARRANTIES, EXPRESS OR IMPLIED, OR ANY REPRESENTATIONS TO SUBSCRIBER OR ANY THIRD PARTY REGARDING THE USABILITY, CONDITION, OPERATION OR FITNESS THEREOF AND ZENDESK EXPRESSLY DISCLAIMS ALL WARRANTIES REGARDING CONSULTING SERVICES AND DELIVERABLES, INCLUDING, WITHOUT LIMITATION THE IMPLIED WARRANTIES OF MERCHANTABILITY, TITLE, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, COMPATIBILITY, SECURITY OR ACCURACY. ZENDESK SHALL NOT BE RESPONSIBLE, IN LAW OR OTHERWISE, FOR ANY DELIVERABLES DESPITE ANY OTHER WARRANTIES OR GUARANTEES, IN THE EVENT THAT SUBSCRIBER MODIFIES ANY DELIVERABLES IN A MANNER NOT INSTRUCTED BY ZENDESK. ZENDESK DOES NOT WARRANT THAT SUBSCRIBER’S OR ANY THIRD PARTY’S ACCESS TO OR USE OF THE DELIVERABLES SHALL BE UNINTERRUPTED OR ERROR-FREE, OR THAT IT WILL MEET ANY PARTICULAR CRITERIA OF PERFORMANCE OR QUALITY. FURTHER, ZENDESK EXPRESSLY DISCLAIMS ANY RESPONSIBILITY TO SUPPORT OR MAINTAIN ANY DELIVERABLE AND WILL NOT DO SO UNLESS OTHERWISE AGREED BY THE PARTIES. THIS DISCLAIMER OF WARRANTY AND LIABILITY IS EXPRESSLY MADE IN ADDITION TO ANY DISCLAIMERS MADE BY ZENDESK OR ITS AFFILIATES UNDER THE AGREEMENT WITH RESPECT TO THE SERVICES AS APPLICABLE TO SUBSCRIBER AND ANY THIRD PARTY’S USE OF THE SERVICES.
7. Rights to Deliverables; Ownership.
7.1 The Parties hereby agree that the specified Consulting Services to be completed pursuant to any SOW or Order Form primarily involve the configuration of Subscriber’s subscription to a Service and integration of Subscriber data with and into one or more Services, and therefore the Deliverables are inoperative without an active subscription to a Service. As between the Parties, Zendesk shall solely and exclusively own all right, title, and interest in the Deliverables (other than Assigned Deliverables, as defined below), including all derivatives, enhancements and modifications thereof; and Subscriber hereby makes all assignments necessary to accomplish the foregoing ownership. Subject to the terms and conditions hereof, Zendesk grants Subscriber a non-exclusive, non-transferable, non-sublicensable license to use the Deliverables (other than Assigned Deliverables) solely in connection with Subscriber’s permitted use of the Services.
7.2 An “Assigned Deliverable” is a Deliverable created by Zendesk in connection with the Consulting Services that is specifically identified as being assigned to Subscriber in an SOW, excluding any Zendesk Background IP that may be incorporated into such Deliverable. “Zendesk Background IP” means inventions (whether or not patentable), works of authorship, designs, know-how, ideas, concepts, information, tools and other intellectual property owned by Zendesk that are incorporated into an Assigned Deliverable and, (a) in existence prior to the commencement of the Consulting Services or (b) developed, created, conceived or reduced to practice by Zendesk not in connection with the applicable SOW. Subject to full and final payment of the applicable Consulting Fees for the applicable Assigned Deliverable, (i) Zendesk hereby assigns title to such Assigned Deliverable to Subscriber, and (ii) to the extent any Zendesk Background IP is incorporated into such Assigned Deliverable, Zendesk grants to Subscriber a perpetual, irrevocable, non-exclusive, royalty-free, fully paid, worldwide license to use and exercise such Zendesk Background IP in connection with such Assigned Deliverable. Zendesk maintains a perpetual, irrevocable, non-exclusive, royalty-free, fully paid, worldwide license to use, execute, display, perform and prepare derivative works of Assigned Deliverables.
7.3 A “Subscriber Contribution” is source code that is created by Subscriber in connection with the Consulting Services and is specifically identified in a SOW. Subscriber and Zendesk agree that Subscriber retains title to Subscriber Contributions, and Subscriber hereby grants Zendesk a non-exclusive license to use and exercise the Subscriber Contributions for the performance of the Consulting Services and Services.
8. Open Source.
Zendesk may incorporate open source materials into any Deliverable or Assigned Deliverable. Zendesk will notify Subscriber that it is providing such open source software upon or prior to delivery, and Zendesk will avoid providing any open source materials that are governed by a so-called “copyleft license” that would require Subscriber to permit any disclosure of, distribute or make available any of Subscriber’s proprietary software if Subscriber uses the Deliverables or Assigned Deliverables as permitted hereunder. Any open source materials provided by Zendesk are licensed to Subscriber pursuant to the terms of the applicable open source license and not this Agreement.