Informations et ressources juridiques
We have updated Our previous Terms of Service to this Subscription Services Agreement. This Subscription Services Agreement will be effective as of May 17, 2018. For a prior version of Our Terms of Service, click here.
THIS AGREEMENT CONSTITUTES A BINDING CONTRACT ON YOU AND GOVERNS YOUR USE OF AND ACCESS TO THE SERVICE BY YOU, AGENTS AND END-USERS WHETHER IN CONNECTION WITH A PAID OR FREE TRIAL SUBSCRIPTION TO THE SERVICE.
By accepting this Agreement, either by accessing or using the Service, or authorizing or permitting any Agent or End-User to access or use the Service, You agree to be bound by this Agreement. 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,” “Your” or a related capitalized term herein shall refer 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 accept this Agreement and may not use any of the Service.
TABLE DES MATIÈRES
Conditions générales :
Conditions générales supplémentaires :
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 Agents within the Service.
Filiale : par rapport à une partie, désigne, toute personne morale qui contrôle directement ou indirectement, qui est contrôlée par, ou qui est soumise à un contrôle commun avec cette Partie, tandis que « contrôle » (y compris au sens corrélatif, les termes « contrôlé par » et « sous contrôle commun ») désigne la possession, directe ou non, du pouvoir d’orienter ou d’influer sur l’orientation de la direction et des politiques de cette personne, que ce soit au moyen de la propriété de titres avec droit de vote, par contrat ou autrement.
Agent: means an individual authorized to use the Service through Your Account as an agent and/or administrator as identified through a unique login.
Applicable Data Protection Law: means the following data protection law(s): (i) where You (acting as data controller or data processor) are established in an European Economic Area (“EEA”) member state or where Your Agents or End-Users access the Services from an European Economic Area (“EEA”) member state: (a) prior to May 25, 2018, the Directive 95/46/EC of the European Parliament and of the Council of 24 October 1995, entitled “On the protection of individuals with regard to the processing of personal data, and on the free movement of such data.” (as implemented into the relevant national laws of the member state in which You are established), and (b) on and after May 25, 2018, the EU Regulation 2016/679 (and any applicable national laws made under it); and (ii) where You are established in Switzerland, the Swiss Federal Act of 19 June 1992 on Data Protection (as may be amended or superseded).
API: means the application programming interfaces developed and enabled by Zendesk that permit Subscribers to access certain functionality provided by the Service, including, without limitation, the REST API that enables the interaction with the Service automatically through HTTP requests and the application development API that enables the integration of the Service with other web applications.
Confidential Information: means all information disclosed by You to Zendesk or by Zendesk to You which is in tangible form and labeled “confidential” (or with a similar legend) or which a reasonable person would understand to be confidential given the nature of the information and circumstances of disclosure, including, but not limited to, information relating to Zendesk’s security policies and procedures. For purposes of this Agreement, this Agreement as well as Service Data shall be deemed Confidential 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 by 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 use of the disclosing Party’s Confidential Information.
Consulting Services: means consulting and professional services (including any training, success or implementation services) provided by Zendesk or its authorized subcontractors as indicated on an Order Form or other written document such as a statement of work “SOW”, as defined below.
Documentation: means any written or electronic documentation, images, video, text or sounds specifying the functionalities of the Service or describing Service Plans, as applicable, provided or made available by Zendesk to You in the applicable Zendesk help center(s); 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 or its Agents interact using the Service.
Order Form: means any of Our generated service order forms executed or approved by You with respect to Your subscription to the Service, which form may detail, among other things, the number of Agents authorized to use the Service under Your subscription to the Service and the Service Plan applicable to Your subscription to the Service.
Payment Agent: means Zendesk, Inc. or a payment agent designated by Zendesk. For example, if You choose to pay for the Service with a credit card or certain other payment instruments in a currency other than the U.S. Dollar, Zendesk may designate the Payment Agent to be Zendesk International Limited, a corporation organized under the laws of Ireland, Registration No. 519184.
Données à caractère personnel : désigne toute information concernant une personne physique identifiée ou identifiable par laquelle la personne concernée peut être identifiée, directement ou indirectement, notamment au moyen d’un numéro d’identification ou d’une ou plusieurs caractéristiques, spécifiques à son identité physique, physiologique, psychique, économique, culturelle ou sociale.
Personnel : désigne les salariés ou les prestataires de services non salariés ainsi que les sous-traitants du Groupe Zendesk, engagés par le Groupe Zendesk, dans le cadre des prestations ci-dessous.
Traitement/À traiter/Traité : désigne toute opération ou ensemble d’opérations effectuées sur des données à caractère personnel, que ce soit ou non à l’aide de procédés automatisés, telle que la collecte, l’enregistrement, l’organisation, le stockage, l’adaptation ou la modification, l’extraction, la consultation, l’utilisation, la divulgation par transmission, la diffusion ou toute autre forme de mise à disposition, le rapprochement ou l’interconnexion, le verrouillage, la suppression ou la destruction.
Service: means the Zendesk Connect service that is ordered by You online through a link or via an Order Form referencing this Agreement, whether on a trial or paid basis, 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, and Documentation that are provided under this Agreement. The “Service” excludes Third Party Services as that term is defined in this Agreement. From time to time the name and description of the 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: means electronic data, text, messages, communications or other materials submitted to and stored within the Service by You, Agents and End-Users in connection with Your use of the Service, which may include, without limitation, Personal Data.
Service Plan(s): means the packaged service plan(s) and the functionality and services associated therewith (as detailed on the Site applicable to the Service) for the Service to which You subscribe.
Site : désigne un site Internet exploité par le Groupe Zendesk, incluant www.zendesk.com ainsi que tous les autres sites Internet qu’exploite le Groupe Zendesk.
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 Service.
Subscription Term: means the period during which You have agreed to subscribe to the Service with respect to any individual Agent.
Supplemental Terms: means the additional terms and conditions that are (a) contained in this Agreement under the Section entitled, “Supplemental Terms and Conditions” which apply and are incorporated into this Agreement with certain features, or functionality; (b) included or incorporated on an Order Form; or (c) applicable to Consulting Services when purchased by You.
Third Party Services: means third party products, applications, services, software, networks, systems, directories, websites, databases and information obtained separately by You which the Service may link to, or which You may connect to or enable in conjunction with the Service, including, without limitation, Third Party Services which may be integrated directly into Your Account by You or at Your direction.
« Nous » ou « Notre » : désigne Zendesk tel que défini ci-dessous.
Zendesk : désigne Zendesk Inc., une société du Delaware ou l’un de ses successeurs ou ayant droit.
Groupe Zendesk : désigne Zendesk Inc., une société du Delaware et toutes ses filiales.
2. GENERAL CONDITIONS; ACCESS TO AND USE OF THE SERVICE
2.1 During the Subscription Term and subject to compliance by You, Agents and End-Users with this Agreement, You have the limited right to access and use the Service consistent with the Service Plan(s) that You subscribe to for Your internal business purposes. An Affiliate may receive the Service under this Agreement provided that such Affiliate directly enters into an Service Order Form. By entering into a Service Order Form hereunder, an Affiliate agrees to be bound by the terms of this Agreement as if it were an original party hereto. Subscriber will be responsible for its Affiliates’ compliance with this Agreement. We will (a) make the Service and Service Data available to You pursuant to this Agreement and the applicable Order Forms; (b) provide applicable standard customer support for the Service to You at no additional charge as detailed on the applicable Site and Documentation and/or upgraded support if purchased; (c) use commercially reasonable efforts to make the Service available 24 hours a day, 7 days a week, except (i) during planned downtime for upgrades and maintenance to the Service (of which We will use commercially reasonable efforts to notify You in advance both through Our Site and a notice to Your Account owner and Agents) (“Planned Downtime”); and (ii) for any unavailability caused by circumstances beyond Our reasonable control, including, for example, 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, Third Party Services, or acts undertaken by third parties, including without limitation, denial of service attack (“Force Majeure Event”).
2.2 A high speed Internet connection is required for proper transmission of the Service. You are responsible for procuring and maintaining the network connections that connect Your network to the Service, including, but not limited to, “browser” software that supports protocols used by Zendesk, including the Transport Layer Security (TLS) protocol or other protocols accepted by Zendesk, and to follow procedures for accessing services that support such protocols. We are not responsible for notifying You, Agents or End-Users of any upgrades, fixes or enhancements to any such software or for any compromise of data, including Service Data, transmitted across computer networks or telecommunications facilities (including but not limited to the Internet) which are not owned, operated or controlled by Zendesk. We assume no responsibility for the reliability or performance of any connections as described in this section.
2.3 In addition to complying with the other terms, conditions and restrictions set forth below in this Agreement, You agree not to (a) license, sublicense, sell, resell, rent, lease, transfer, assign, distribute, time share or otherwise commercially exploit or make the Service available to any third party, other than authorized Agents and End-Users in furtherance of Your internal business purposes as expressly permitted by this Agreement; (b) use the Service to Process data on behalf of any third party other than Agents or End-Users; (c) modify, adapt, or hack the Service or otherwise attempt to gain unauthorized access to the Service or related systems or networks; (d) falsely imply any sponsorship or association with Zendesk or the Zendesk Group, (e) use the Service in any unlawful manner, including, but not limited to, violation of any person’s privacy rights; (f) use the Service to send unsolicited or unauthorized bulk mail, junk mail, spam, pyramid schemes or other forms of duplicative or unsolicited messages; (g) use the Service to store or transmit files, materials, data, text, audio, video, images or other content that infringes on any person’s intellectual property rights; (h) use the Service in any manner that interferes with or disrupts the integrity or performance of the Service and its components; (i) attempt to decipher, decompile, reverse engineer or otherwise discover the source code of any Software making up the Service; (j) use the Service to knowingly post, transmit, upload, link to, send or store any content that is unlawful, racist, hateful, abusive, libelous, obscene, or discriminatory; (k) use the Service to store or transmit any “protected health information” as that term is defined in 45 C.F.R. 160.103, unless expressly agreed to otherwise in writing by Zendesk; (l) use the Service to knowingly post transmit, upload, link to, send or store any viruses, malware, Trojan horses, time bombs, or any other similar harmful software (“Malicious Software”); (m) use or launch any automated system that accesses the Service (i.e., bot) in a manner that sends more request messages to the Service server in a given period of time than a human can reasonably produce in the same period by using a conventional on-line web browser; or (n) attempt to use, or use the Service in violation of this Agreement.
2.4 As between You and Zendesk, 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. Without limiting the foregoing, You are solely responsible for ensuring that use of the Service to store and transmit Service Data 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. You also maintain all responsibility for determining whether the Service or the information generated thereby is accurate or sufficient for Your purposes. Subject to any limitation on the number of individual Agents available under the applicable Service Plan(s) to which You subscribed, access to and use of the Service is restricted to the specified number of individual Agents permitted under Your subscription to the Service. You agree and acknowledge that each Agent will be identified by a unique username and password (“Login”) and that an Agent Login may only be used by one (1) individual. You will not share an Agent Login among multiple individuals. You and Your Agents are responsible for maintaining the confidentiality of all Login information for Your Account. Zendesk reserves the right to periodically verify that Your use of the Service complies with the Agreement and the Service Plan restrictions on Our Site. Should Zendesk discover that Your use of the Service is not in compliance with this 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.
2.5 In addition to Our rights as set forth in Sections 2 and 8.4, We reserve the right, in Our reasonable discretion, to temporarily suspend Your access to and use of the Service if We suspect or detect any Malicious Software connected to Your Account or use of the Service by You, Agents or End-Users.
2.6 You acknowledge that Zendesk may modify the features and functionality of the Service during the Subscription Term.
2.7 You may not access the Service if You are a direct competitor of the Zendesk Group, except with Zendesk’s prior written consent. You may not access the Service for the purposes of monitoring performance, availability, functionality, or for any benchmarking or competitive purposes.
2.8 If You register for a free trial for any of the Service, We will make the Service 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 Service; (b) the start date of any subscription to the Service purchased by You for the Service; or (c) termination of the trial by Us in our sole discretion. Additional 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 Service under applicable Service Plans before You make Your purchase.
ANY SERVICE DATA YOU ENTER INTO THE SERVICE, AND ANY CONFIGURATIONS OR CUSTOMIZATIONS MADE TO THE SERVICE BY OR FOR YOU, DURING YOUR FREE TRIAL WILL BE PERMANENTLY LOST UNLESS YOU PURCHASE A SUBSCRIPTION TO THE SERVICE AS COVERED BY THE TRIAL, PURCHASE THE SERVICE, OR EXPORT SUCH SERVICE DATA, BEFORE THE END OF THE TRIAL PERIOD.
2.9 From time to time, We may make Beta Services available to You at no charge. You may choose to try such Beta Services in Your sole discretion. Beta Services are intended for evaluation purposes and not for production use, are not supported, and may be subject to additional terms that will be presented to You. Beta Services are not considered the “Service” under this Agreement; however, all restrictions, Our reservation of rights and Your obligations concerning the Service, and use of any Third Party Services shall apply equally to Your use of Beta Services. Unless otherwise stated, any Beta Services trial period will expire upon the earlier of one year from the trial start date or the date that a version of the Beta Services becomes generally available without the applicable Beta Services designation. We may discontinue Beta Services at any time in Our sole discretion and may never make them generally available. We will have no liability for any harm or damage arising out of or in connection with a Beta Service.
3. Confidentialité ; sécurité et vie privée
3.1 Subject to the express permissions of this Agreement, each Party will protect each other’s Confidential Information from unauthorized use, access or disclosure in the same manner as each 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 each other’s Confidential Information solely to exercise our respective rights and perform our 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 for such purposes and who are bound to maintain the confidentiality of, and not misuse, 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. The provisions of this Section 3.1 shall supersede any non-disclosure agreement by and between the Parties and such agreement shall have no further force or effect.
3.2 To the extent Service Data constitutes Personal Data, You and the Zendesk Group hereby agree that You shall be deemed to be the data controller and the relevant entity in the Zendesk Group Party shall be deemed to be the data processor as those terms are understood under the Applicable Data Protection Law. Unless otherwise specifically agreed to 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. In providing the Service, Zendesk will engage entities within the Zendesk Group and other authorized service providers, to Process Service Data, including and without limitation, any associated Personal Data pursuant to this Agreement within the European Economic Area (the “EEA”), the United States and in other countries and territories. Under no circumstances will any entity in the Zendesk Group be deemed a data controller with respect to Service Data under Applicable Data Protection Law or any relevant law or regulation of any Member State as defined in Applicable Data Protection Law.
3.3 If Personal Data originates from an Agent or End-User in the EEA, We will ensure, pursuant to Applicable Data Protection Law that, to the extent that any Service Data constitutes Personal Data, if Service Data is transferred to a country or territory outside of the EEA (a “non-EEA country”), that 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 26(1) of Directive 95/46/EC (or its equivalent under any successor legislation) is satisfied; (c) done so on the basis of Zendesk’s approved binding corporate rules known as the Zendesk Binding Corporate Rules (“Zendesk’s BCR”) which establish adequate protection of such personal information and are legally binding on the Zendesk Group (Zendesk’s BCR can be accessed here and here); or (d) the transfer is via the EU-U.S. or Swiss-U.S. Privacy Shield Frameworks. Upon Your request and subject to Your entry into Zendesk’s Data Processing Agreement (“DPA”) 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 (known as the, “Model Clauses”), which have been incorporated into the DPA. As a Subscriber, You can execute Our DPA by emailing Your request to Us at firstname.lastname@example.org
3.4 You agree that the Zendesk Group and the third-party service providers that are utilized by the Zendesk Group to assist in providing the Service to You shall have the right to access Your Account and to use, modify, reproduce, distribute, display and disclose Service Data to the extent necessary to provide the Service, including, without limitation, in response to Your support requests. Any third-party service providers utilized by the Zendesk Group will only be given access to Your Account and Service Data as is reasonably necessary to provide the Service and will be subject to (a) confidentiality obligations which are commercially reasonable; and (b) their agreement to comply with the data transfer restrictions applicable to Personal Data as set forth in Section 3.3.
3.5 Whenever You, Your Agents or End-Users interact with the Service, We automatically receive and record information on Our server logs from the browser or device, which may include IP address, “cookie” information, the type of browser and/or device being used to access the Service. “Cookies” are identifiers We transfer to the browser or device of Your Agents or End-Users that allow Us to recognize Agent or End-User and their browser or device along with how the Service are being utilized. When We collect this information, We only use this data in aggregate form, and not in a manner that would identify Your Agents or End-Users personally. For example, this aggregate data can tell Us how often users use a particular feature of the Service, and We can use that knowledge to improve the Service.
3.6 We receive and store any information that You knowingly provide to Us. For example, through the registration process for the Service and/or through your Account settings, We may collect Personal Data such as your name, email address, phone number, credit card information and third-party account credentials (for example, your log-in credentials for third party sites that integrate with the Service as further detailed in Section 3.7) of You and Your Agents. In addition, We may communicate with You and Your Agents. For example, We may send You and Your Agents product announcements and promotional offers or contact You and Your Agents about Your use of the Service. If You or an Agent does not want to receive marketing-type communications from Us, please indicate this preference by sending an email to email@example.com and provide us with the name and email address of each Agent that no longer wishes to receive these communications.
3.7 We neither rent nor sell Your Personal Data in personally identifiable form to anyone. However, we may share your Personal Data with third parties in the following ways:
- Collecting Usage Data. For the purposes of this section, “Usage Data” means aggregated, encoded or anonymized data that the Zendesk Group may collect about a group or category of services, features or users while You, Your Agents or End-Users use the Service for certain purposes, including analytics, and which does not contain Personal Data, which is used to help understand trends in usage of the Service. In addition to collecting and using Usage Data ourselves, the Zendesk Group may share the Usage Data with third parties, including Our subscribers, partners and service providers, for various purposes, including to help Us better understand Our subscribers’ needs and improve the Service. We may also publish Usage Data to provide relevant information about the Service and for purposes of marketing.
- Aggregated Personal Data that is not personally identifiable. We may anonymize the Personal Data of Your Agents or End-Users so that they cannot be individually identified, and publish this anonymized information, as segmented by industry, geography and other metrics to provide qualitative insight on customer support metrics and other relevant insights. This is accomplished through “Zendesk Benchmark” or similar features; and, You have the choice whether to participate by enabling Zendesk Benchmark from within the settings in the Service. If You do not want to participate, then You should not enable Zendesk Benchmark.
- Aggregated Personal Data that is not personally identifiable. We may anonymize the Personal Data of Your Agents or End-Users so that they cannot be individually identified, and provide that information to our partners. We may also provide aggregate usage information to our partners for analytics purposes, who may use such information to help us understand how often and in what ways people use the Service. However, We never disclose aggregate information to a partner in a manner that would identify Your Agents or End-Users personally, as an individual.
4. DROITS DE PROPRIÉTÉ INTELLECTUELLE
Each Party shall retain all rights, title and interest in and to all its respective patents, inventions, copyrights, trademarks, domain names, trade secrets, know-how and any other intellectual property and/or proprietary rights (collectively, “Intellectual Property Rights”). The rights granted to You, Agents and End-Users to use the Service under this Agreement do not convey any additional rights in the Service or in any Intellectual Property Rights associated therewith. Subject only to limited rights to access and use the Service as expressly stated herein, all rights, title and interest in and to the Service and all hardware, Software and other components of or used to provide the Service, including all related Intellectual Property Rights, will remain with Zendesk and belong exclusively to Zendesk. The Zendesk Group shall have a fully paid-up, royalty-free, worldwide, transferable, sub-licensable (through multiple layers), assignable, irrevocable and perpetual license to implement, use, modify, commercially exploit, and/or incorporate into the Service or otherwise use any suggestions, enhancement requests, recommendations or other feedback We receive from You, Agents, End-Users, or other third parties acting on Your behalf. Zendesk®, and the Zendesk Group’s other product and service names and logos used or displayed in or on the Service are registered or unregistered trademarks of one or more members of the Zendesk Group (collectively, “Marks”), and You may only use applicable Marks in a manner permitted by Our Trademark Usage Guidelines to identify You as a Subscriber; provided You do not attempt, now or in the future, to claim any rights in the Marks, degrade the distinctiveness of the Marks, or use the Marks to disparage or misrepresent Us, the Service or products.
5. SERVICES TIERS
If You decide to enable, access or use Third Party Services, be advised that Your access and use of such Third Party Services are governed solely by the terms and conditions of such Third Party Services, and We do not endorse, are not responsible or liable for, and make no representations as to any aspect of such Third Party Services, including, without limitation, their content or the manner in which they handle, protect, manage or Process data (including Service Data) or any interaction between You and the provider of such Third Party Services. We cannot guarantee the continued availability of such Third Party Service features, and may cease enabling access to them without entitling You to any refund, credit, or Third Party compensation, if, for example and without limitation, the provider of an Third Party Service ceases to make the Third Party Service available for interoperation with the corresponding Service in a manner acceptable to Us. You irrevocably waive any claim against Zendesk with respect to such Third Party Services. We are not liable for any damage or loss caused or alleged to be caused by or in connection with Your enablement, access or use of any such Third Party Services, or Your reliance on the privacy practices, data security processes or other policies of such Third Party Services. You may be required to register for or log into such Third Party Services on their respective websites. By enabling any Third Party Services, You are expressly permitting Zendesk to disclose Your Login, as well as Service Data as necessary to facilitate the use or enablement of such Third Party Services.
6. FACTURATION, MODIFICATIONS DES PLANS ET PAIEMENTS
6.1 Unless otherwise indicated on an Order Form referencing this Agreement, in the Supplemental Terms entitled “Service Specific Terms”, or Additional Terms (as defined in Section 12.2) and subject to Section 6.2, all charges associated with Your access to and use of the Service (“Subscription Charges”) are due in full upon commencement of Your Subscription Term. If You fail to pay Your Subscription Charges or other charges indicated on any Order Form within five (5) business days of Our notice to You that payment is due or delinquent, or if You do not update payment information upon Our request, in addition to Our other remedies, We may suspend or terminate access to and use of the Service by You, Agents and End-Users.
6.2 If You choose to upgrade Your Service Plan or increase the number of Agents authorized to access and use the Service during Your Subscription Term (a “Subscription Upgrade”), any incremental Subscription Charges associated with such Subscription Upgrade will be prorated over the remaining period of Your then current Subscription Term, charged to Your Account and due and payable upon implementation of such Subscription Upgrade. In any future Subscription Term, Your Subscription Charges will reflect any such Subscription Upgrades.
6.3 Aucun remboursement ou crédit pour des Frais d’abonnement, d’autres frais ou paiements ne Vous sera accordé si Vous choisissez de faire une remise à niveau inférieur de Votre Plan de service. La remise à niveau inférieur de Votre Plan de service peut entraîner une perte de contenu, de fonctionnalités ou de capacité du Service dont vous disposez sous Votre Compte et Zendesk décline toute responsabilité pour cette perte.
6.4 Sauf indication contraire, Nos frais ne comprennent pas les impôts, cotisations, droits ou autres prélèvements gouvernementaux similaires, y compris la TVA, la taxe sur les ventes, la taxe de service ou les retenues à la source pouvant être calculée par toute juridiction locale, régionale, provinciale ou étrangère (collectivement, les « Impôts »). Vous êtes responsable du règlement des Impôts, à l’exception de ceux dus par le Groupe Zendesk en fonction de ses revenus. Nous Vous facturerons ces Impôts si Nous pensons avoir l’obligation légale de le faire et Vous acceptez de payer ces Impôts si Nous Vous les facturons.
6.5 If You pay by credit card or certain other payment instruments, the Service provide an interface for the Account owner to change credit card information (e.g. upon card renewal). The Account owner will receive a receipt upon each receipt of payment by the Payment Agent, or they may obtain a receipt from within the Service to track subscription status. You hereby authorize the Payment Agent to bill Your credit card or other payment instrument in advance on a periodic basis in accordance with the terms of the Service Plan for the Service to which You subscribe until Your subscription to the Service terminates, and You further agree to pay any Subscription Charges so incurred. If applicable, You hereby authorize Zendesk and the Payment Agent to charge Your credit card or other payment instrument to establish such prepaid credit. You agree to promptly update Your Account information with any changes (for example, a change in Your billing address or credit card expiration date) that may occur. The Payment Agent uses a third-party intermediary to manage credit card processing and this intermediary is not permitted to store, retain or use Your billing information except to process Your credit card information for the Payment Agent.
6.6 Payments made by credit card, debit card or certain other payment instruments for the Zendesk Service are billed and processed by Zendesk’s Payment Agent. To the extent the Payment Agent is not Zendesk, the Payment Agent is acting solely as a billing and processing agent for and on behalf of Zendesk and shall not be construed to be providing the Service.
6.7 Any Subscriber that mandates Zendesk to use a vendor payment portal or compliance portal which charges Zendesk a subscription fee or a percentage of any uploaded invoice as a required cost of doing business, shall be invoiced by Zendesk for the cost of this fee.
7. Politique de Crédits Promotionnels
We may, at Our sole discretion, choose to offer credits for the Service in various ways, including but not limited to, coupons, promotional campaigns and referrals for Zendesk services such as training. Zendesk reserves the right to award credits at its sole discretion. Credits have no monetary or cash value and can only be used by You to offset Your subsequent payments of Subscription Charges for the Service. Credits may only be applied to Subscription Charges due for the Service when issuing the credit. Credits can only be used by You and are non-transferable. To the extent that You have been awarded credits, unless the instrument (including any coupon) states an earlier expiration date, credits shall expire and no longer be redeemable twelve (12) months from the date the credit was issued.
8. ANNULATION ET RÉSILIATION
8.1 Either Party may elect to terminate Your Account and subscription to the Service as of the end of Your then current Subscription Term by providing notice, in accordance with this Agreement, on or prior to the date thirty (30) days preceding the end of such Subscription Term. Unless Your Account and subscription to the Service is so terminated, Your subscription to the Service will renew for a Subscription Term equivalent in length to the then expiring Subscription Term. Unless otherwise provided for in an Order Form, the Subscription Charges applicable to Your subscription to a Service for any such subsequent Subscription Term shall be Our standard Subscription Charges for the Service Plan to which You have subscribed or which You have deployed, as applicable, as of the time such subsequent Subscription Term commences.
8.2 Aucun remboursement ni crédit pour les Frais d’abonnement, autres frais ou paiements ne Vous sera accordé si Vous décidez de résilier Votre abonnement au Service ou d’annuler Votre Compte avant la date de fin de Votre abonnement en cours.
8.3 Except for Your termination under Section 8.5, if You terminate Your subscription to the Service or cancel Your Account prior to the end of Your then effective Subscription Term or We effect such termination or cancellation pursuant to Sections 2, 8.4 and 8.5, in addition to other amounts You may owe Zendesk, You must immediately pay any then unpaid Subscription Charges associated with the remainder of such Subscription Term. This amount will not be payable by You in the event You terminate Your subscription to the Service or cancel Your Account as a result of a material breach of this Agreement by Zendesk, provided that You provide advance notice of such breach to Zendesk and afford Zendesk not less than thirty (30) days to reasonably cure such breach as provided for in Section 8.5 herein.
8.4 We reserve the right to modify, suspend or terminate the Service (or any part thereof), Your Account or Your and/or Agents’ or End-Users’ rights to access and use the Service, and remove, disable and discard 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 Service. Any suspected fraudulent, abusive, or illegal activity by You, Agents or End-Users may be referred to law enforcement authorities at Our sole discretion.
8.5 A Party may terminate this Agreement for cause (a) upon thirty (30) days’ written notice to the other Party of a material breach if such breach remains uncured at the expiration of such period; 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. If this Agreement is terminated by You in accordance with this section, We will, to the extent permitted by applicable law, refund You any prepaid fees covering the remainder of the Subscription Term after the effective date of termination. If this Agreement is terminated by Us in accordance with this section, You will pay any unpaid fees covering the remainder of the Subscription Term pursuant to all applicable Order Forms. In no event will termination relieve You of Your obligation to pay any fees payable to Us for the period prior to the effective date of termination.
9. DÉCLARATIONS, GARANTIES ET CLAUSES DE NON-RESPONSABILITÉ
9.1 Chaque Partie déclare avoir librement conclu le présent contrat et qu’elle a le pouvoir légal de le faire.
9.2 We warrant that during an applicable Subscription Term (a) this Agreement and the Documentation will accurately describe the applicable administrative, physical, and technical safeguards for protection of the security, confidentiality and integrity of Service Data; and (b) the Service will perform materially in accordance with the applicable Documentation. For any breach of a warranty above, Your exclusive remedies are those described in Section 8.5 herein.
9.3 EXCEPT AS SPECIFICALLY SET FORTH IN SECTION 9.2, THE SITES AND THE SERVICE, INCLUDING ALL SERVER AND NETWORK COMPONENTS ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS, WITHOUT ANY WARRANTIES OF ANY KIND TO THE FULLEST EXTENT PERMITTED BY LAW, AND WE EXPRESSLY DISCLAIM ANY AND ALL WARRANTIES, WHETHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, ANY IMPLIED WARRANTIES OF MERCHANTABILITY, TITLE, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. YOU ACKNOWLEDGE THAT WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, TIMELY, SECURE, ERROR-FREE OR FREE FROM VIRUSES OR OTHER MALICIOUS SOFTWARE, AND NO INFORMATION OR ADVICE OBTAINED BY YOU FROM US OR THROUGH THE SERVICE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED IN THIS AGREEMENT.
10. LIMITATION DE RESPONSABILITÉ
10.1 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 THIRD PARTY 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, OR FOR ANY TYPE OF INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, CONSEQUENTIAL OR PUNITIVE LOSS OR DAMAGES, OR ANY OTHER LOSS OR DAMAGES INCURRED BY THE OTHER PARTY OR ANY THIRD PARTY IN CONNECTION WITH THIS AGREEMENT, THE SERVICE OR CONSULTING SERVICES, REGARDLESS OF WHETHER SUCH PARTY HAS BEEN ADVISED OF THE POSSIBILITY OF OR COULD HAVE FORESEEN SUCH DAMAGES.
10.2 NOTWITHSTANDING ANYTHING TO THE CONTRARY IN THIS AGREEMENT, THE ZENDESK GROUP’S AGGREGATE LIABILITY TO YOU OR ANY THIRD PARTY ARISING OUT OF THIS AGREEMENT, THE SERVICE OR CONSULTING SERVICES, SHALL IN NO EVENT EXCEED THE SUBSCRIPTION CHARGES AND/OR CONSULTING FEES PAID BY YOU 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 10.2 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 SERVICE AND/OR CONSULTING SERVICES PROVIDED FOR IN THIS AGREEMENT.
10.3 Some jurisdictions do not allow the exclusion of implied warranties or limitation of liability for incidental or consequential damages, which means that some of the above limitations may not apply to You. IN THESE JURISDICTIONS, THE ZENDESK GROUP’S LIABILITY WILL BE LIMITED TO THE GREATEST EXTENT PERMITTED BY LAW.
10.4 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.
11.1 We will indemnify and hold You harmless, from and against any claim against You by reason of Your use of the Service as permitted hereunder, brought by a third party alleging that the 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; and (c) You fully cooperate with Zendesk in connection therewith. If use of the 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, (a) procure for You the right to continue using the Service as set forth hereunder; (b) replace or modify the Service to make it non-infringing; or (c) if options (a) or (b) are not commercially reasonable or practicable as determined by Zendesk, terminate Your subscription to the Service 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 the Service. We will have no liability or obligation under this Section 11.1 with respect to any IP Claim if such claim is caused in whole or in part by (i) compliance with designs, data, instructions or specifications provided by You; (ii) modification of the Service by anyone other than Zendesk; or (iii) the combination, operation or use of the Service with other hardware or software where a Service would not by itself be infringing.
The provisions of this Section 11.1 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 the Service by You, Agents or End-Users.
11.2 You will indemnify and hold Zendesk harmless against any claim brought by a third party against Zendesk arising from or related to use of the Service by You, Agents or End-Users in breach of this Agreement or matters for which You have expressly agreed to be responsible pursuant to this Agreement; provided (a) We shall promptly notify You of the threat or notice of such claim; (b) 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 (c) We fully cooperate with You in connection therewith.
12. AFFECTATION, INTÉGRALITÉ DE L’ACCORD ET AMENDEMENT
12.1 Vous ne pouvez pas, directement ni indirectement, en application de la loi ou autrement, céder en partie ou en totalité du présent contrat ou de Vos droits en vertu du présent contrat ni déléguer l’exercice de Vos obligations conformément au présent contrat sans Notre consentement préalable, lequel consentement ne sera pas refusé de façon déraisonnable. Nous pouvons, sans Votre consentement, céder le présent Accord à un membre du Groupe Zendesk ou le céder dans le cadre d’une fusion, d’un changement de contrôle de Zendesk ou du Groupe Zendesk ou de la vente de la totalité ou de la quasi-totalité de Nos actifs, à condition que notre successeur accepte de remplir ses obligations en vertu du présent Accord. Sous réserve des restrictions susmentionnées, le présent Accord sera pleinement contraignant, au bénéfice des Parties et de leurs successeurs et ayants droit respectifs et sera par eux exécutoire.
12.2 Le présent contrat, ainsi que tout Bon de commande et modalité(s) supplémentaire(s) constituent la totalité de l’accord et remplacent tous les accords antérieurs entre Vous et Zendesk concernant l’objet ici traité. Le présent Accord s’applique en lieu et place des conditions générales figurant sur un Bon de commande ou toute autre documentation que Vous ou quelque Entité que Vous représentiez (toutes lesdites conditions générales étant nulles et non avenues) et, sauf dans les cas expressément indiqués, aucun autre accord, aucune autre représentation, garantie ou engagement ne peut être invoqué par l’une ou l’autre Partie en ce qui concerne l’objet des présentes. Il n’y a pas de promesses orales, de conditions, de représentations, de compréhensions, d’interprétations ou de termes quelconques de toutes sortes entre les Parties, sauf stipulation contraire expresse dans le présent document.
Notwithstanding the foregoing, You may be presented with additional features, functionality, or services as detailed in a Supplement hereto or that We offer as part of or distinct from the Service (the “Additional Features”). In those instances, We will notify You of such Additional Features prior to the activation of these features, functionality, or services and the activation of these features, functionality, or services in Your Account will be considered acceptance of the Additional Features. All such Additional Features will be considered incorporated into this Agreement when You or any Agent authorized as an administrator in Your Account activate the feature, functionality, or service.
12.3 We may amend this Agreement from time to time, in which case the new agreement will supersede prior versions. We will notify You not less than ten (10) days prior to the effective date of any such new agreement or amendment to this Agreement; and, Your continued use of the Service following the effective date of any such amendment may be relied upon by Zendesk as Your consent to any such amendment. Our failure to enforce at any time any provision of this Agreement does not constitute a waiver of that provision or of any other provision of this Agreement.
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.
14. CONFORMITÉ AUX LOIS SUR L’EXPORTATION ET RESTRICTIONS D’UTILISATION
The Service and other Software or components of the Service that We may provide or make available to You, Agents or End-Users may be subject to U.S. export control and economic sanctions laws. You agree to comply with all such laws and regulations as they relate to access to and use of the Service, Software and such other components by You, Agents and End-Users. You shall not access or use the Service if You are located in any jurisdiction in which the provision of the Service, Software or other components is prohibited under U.S. or other applicable laws or regulations (a “Prohibited Jurisdiction”) and You shall not provide access to the Service to any government, entity or individual located in any Prohibited Jurisdiction. You represent, warrant and covenant that (a) You are not named on any U.S. government list of persons or entities prohibited from receiving U.S. exports, or transacting with any U.S. person; (b) You are not a national of, or a company registered in, any Prohibited Jurisdiction; (c) You shall not permit Agents or End-Users to access or use the Service in violation of any U.S. or other applicable export embargoes, prohibitions or restrictions; and (d) You shall comply with all applicable laws regarding the transmission of technical data exported from the United States and the country in which You, Agents and End-Users are located.
15. RELATIONS DES PARTIES
The Parties are independent contractors. This Agreement does not create a partnership, franchise, joint venture, agency, fiduciary or employment relationship among the Parties.
16. AVIS ET PRÉAVIS
All notices to be provided by Zendesk to You under this Agreement may be delivered in writing (a) by 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 1019 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.
17. LOI APPLICABLE
This Agreement shall be governed by the laws of the State of California, without reference to conflict of laws principles. Any disputes under this Agreement shall be resolved in a court of general jurisdiction in San Francisco County, California. You hereby expressly agree to submit to the exclusive personal jurisdiction of this jurisdiction for the purpose of resolving any dispute relating to this Agreement or access to or use of the Service by You, Agents or End Users.
18. CLAUSES POUR LES UTILISATEURS FINAUX FAISANT PARTIE DU GOUVERNEMENT FÉDÉRAL DES ÉTATS-UNIS
If You are a U.S. federal government department or agency or contracting on behalf of such department or agency, the Service is a “Commercial Item” as that term is defined at 48 C.F.R. §2.101, consisting of “Commercial Computer Software” and “Commercial Computer Software Documentation”, as those terms are used in 48 C.F.R. §12.212 or 48 C.F.R. §227.7202. Consistent with 48 C.F.R. §12.212 or 48 C.F.R. §227.7202-1 through 227.7202-4, as applicable, the Service is licensed to You with only those rights as provided under the terms and conditions of this Agreement.
Vous reconnaissez qu’aucun pot-de-vin illicite ou inapproprié, dessous-de-table, paiement, cadeau ou chose de valeur ne vous a été proposé ni remis par Nos employés et agents dans le cadre du présent Accord. Les les invitations et les cadeaux raisonnables offerts dans le cadre normal des affaires ne violent pas la restriction qui précède. Si Vous avez connaissance d’une violation de la restriction qui précède, Vous ferez tout votre possible pour en informer notre service juridique, dans les plus brefs délais au firstname.lastname@example.org.
20. SURVIE DE CERTAINES CLAUSES
Sections 1, 3.1, 4 and 9-20 shall survive any termination of our agreement with respect to use of the Service by You, Agents or End Users. Termination of such 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.
MODALITÉS ET CONDITIONS GÉNÉRALES SUPPLÉMENTAIRES
SECTION 1 : CONDITIONS SPÉCIFIQUES AU SERVICE
The terms and conditions in the section entitled, “General Terms and Conditions” (“General Terms”) apply generally to the Service. This section contains supplemental service-specific terms that are in addition to the General Terms.
Supplemental Terms for the Service:
If Your Service Plan for Zendesk Support allows You to use the Service or You otherwise subscribe to or utilize the Service as a Service, the following Supplemental Terms apply:
1. Frais d’abonnement et nombre d’utilisateurs mensuels par messagerie.
Use of the Service is subject to the obligation to pay applicable Subscription Charges as stated on the pricing pages of the Site. Unless an earlier expiration date is communicated to You at time of purchase, Monthly Messaged Users will expire and no longer be redeemable at the end of the month to which the Monthly Message User amount is allocated. “Monthly Messaged Users,” as it relates to the Service, means the maximum amount of individual End-Users You may contact in a given month under the Monthly Messaged User tier to which You subscribe. In no event will Monthly Messaged Users carry over outside of the month to which it is allocated. If Your Account reaches a Monthly Messaged User limit during the applicable month and You continue to contact additional End-Users during the month, You will be upgraded to the subscription tier applicable to Your actual Monthly Messaged User amount for the remainder of Your Subscription Term as described on the Site.
2. Consentement de l’Utilisateur final
You hereby represent that You have provided notice to and received all necessary consents from Your End-Users to contact them using the Service.
3. SERVICES TIERS
The Service provides functionality that allows You to enable Third Party Services within the Service to send campaigns to End-Users through the Third Party Service. If You are accessing and using the Service in connection with an integration to a Third Party Service, You hereby acknowledge that such providers are Third Party Services and certify that You have agreed to the terms of service that such third party uses to govern use of their platform. If You use such Third Party Services, You hereby represent that You have provided notice to and received all necessary consents from Your End-Users to contact such End-Users using the Service and/or the Third Party Services You enable within Your Account. Further, You agree that Your Service Data may be transferred to and processed by the Third Party Service that You enable in the Service as necessary to provide the Service.
You are prohibited from putting the following types of information into the Service’s email campaign functionality: (a) social security number, passport number, driver’s license number, or similar identifier (or any portion thereof); (b) credit or debit card number, financial information, banking account numbers or passwords; (c) employment, financial, or health information; (d) political, ethnic, or religious affiliation, union membership, or sexual orientation; (e) account passwords, mother’s maiden name, or date of birth; (f) criminal history; or (g) any other information or combinations of information that is deemed sensitive under the legal framework of any applicable jurisdiction.
Zendesk does not intend use of the the Service’s email campaign functionality to create obligations under The Health Insurance Portability and Accountability Act of 1996 (“HIPAA”), the Gramm-Leach- Bliley Act (“GLBA”) or similar laws and makes no representations that the Service’s email campaign functionality satisfies the requirements of such laws. If You are (or become) a Covered Entity or Business Associate (as defined in HIPAA) or a Financial Institution (as defined in GLBA), You agree not to use the Service’s email campaign functionality for any purpose or in any manner involving Protected Health Information (as defined in HIPAA) or Nonpublic Personal Information (as defined in GLBA).
Conditions supplémentaires pour l’API et le KDL de Zendesk :
If You use or access any API for the purpose of developing, implementing and publishing Applications (as defined in the API Agreement), You hereby agree that Your use shall be governed by the Application Developer and API License Agreement (“API Agreement”). Further, if You use or access any SDK (defined below), You hereby agree that Your use of the SDK shall be governed by the API Agreement, in addition to this Agreement. “SDK” means any software development kit related to the Service developed by Zendesk and made available to You.
Conditions supplémentaires relatives au marché Zendesk :
MODALITÉS ET CONDITIONS GÉNÉRALES SUPPLÉMENTAIRES
SECTION 2 : CONDITIONS SPÉCIFIQUES AU PAYS
You agree that You are responsible for notifying the End-Users using the Service via Your Account about how the Zendesk Group may use End-Users’ Personal Data as described in the Agreement and obtaining prior consent from End-Users to disclose their Personal Data to Us.
Personal Data collected, stored, used and/or processed by the Zendesk Group, as described in the Agreement, is collected, stored, used and/or processed in accordance with Brazilian Law No. 12,965/2014. By using the Service, You expressly consent to the collection, use, storage and processing of Your Personal Data by Us as described.
Personal Data collected, stored, used and/or processed by the Zendesk Group, as described in the 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. If You are dissatisfied with Our handling of a complaint or do not agree with the resolution proposed by Us, You may make a complaint to the Office of the Australian Information Commissioner (OAIC) by contacting the OAIC using the methods listed on their website. Alternatively, You may request that We pass on the details of Your complaint to the OAIC directly.
Nouvelle Zélande :
Personal Data collected, stored, used and/or processed by the Zendesk Group, as described in the Agreement, is collected, stored, used and/or processed in compliance with the New Zealand Privacy Act (1993) and its 12 Information Privacy Principles (NZ IPPs) as We further detail here.
Personal Data collected, stored, used and/or processed by the Zendesk Group, as described in the 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.
Personal Data (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.
MODALITÉS ET CONDITIONS GÉNÉRALES SUPPLÉMENTAIRES
SECTION 3 : SERVICES DE CONSEIL
Si l’Abonné a engagé Zendesk pour la prestation de services professionnels (y compris tout service de formation, de réussite et de mise en œuvre, les « Services de conseil ») comme indiqué sur un Bon de commande, ou sur un autre document écrit comme un Cachier des charges, la prestation de ces Services de conseil sera régie par l’Accord, y compris par les présentes Conditions supplémentaires. Sauf stipulé autrement dans le cahier de charges, l’abonné accepte de planifier tous les Services de conseil dans les six (6) mois suivant la date d’entrée en vigueur de l’abonnement, tel que stipulé sur le bon de commande. Compte tenu de ce qui précède, l’Abonné et Zendesk, souhaitant être légalement liés, s’engagent à respecter les termes énoncés ci-dessous.
1. Portée. Tous les Services de conseil fournis par Zendesk à l’Abonné conformément à l’Accord seront décrits dans un ou plusieurs cahiers des charges (« CDC ») ou Bons de commande conjointement convenus et établis, chacun incorporé dans l’Accord et décrivant en détail la portée, la nature et les autres caractéristiques pertinentes des Services de conseil à fournir.
2. Engagement. L’Abonné engage par les présentes Zendesk pour la prestation des Services de conseil décrits dans un ou plusieurs CDC, sous réserve des conditions générales stipulées dans l’Accord. Zendesk ne sera pas tenu de fournir des Services de conseil tant que les deux Parties ne seront pas convenues et n’auront pas établi un CDC en rapport avec ces Services de conseil. Une fois le CDC établi, les Services de conseil devant être fournis dans le cadre de ce CDC ne peuvent être modifiés que par un ordre de modification mutuellement établi par les Parties (« Ordre de modification »).
3. Prestation des Services de conseil.
3.1 Chaque CDC fournira suffisamment d’informations concernant les Services conseil, comprenant, au minimum, les frais de conseil facturés et les Services de conseil fournis. Zendesk et l’Abonné s’engagent à coopérer de bonne foi pour parvenir à la réalisation satisfaisante des Services de conseil en temps voulu et de manière professionnelle.
3.2 Les Parties désigneront chacune un représentant pour assurer la médiation et permettre la bonne réalisation des Services de conseil (« Représentant de l’abonné » et « Représentant de Zendesk », respectivement). Tout Sous-traitant (défini ci-dessous) désigné par Zendesk pour effectuer une partie des Services de Conseil désignera un représentant pour s’entretenir avec l’Abonné et Zendesk sur toutes les questions relatives à la prestation des Services de conseil réalisée par le Sous-traitant (« Représentant du Sous-traitant »).
3.3 Les Services de conseil de Zendesk seront fournis par ses employés ou des sous-traitants qualifiés (les « Sous-traitants » et les employés de Zendesk aux fins de ces modalités supplémentaires, constituent le « Personnel des Services de conseil »). L’Abonné s’engage à fournir, sans frais pour Zendesk, une assistance opportune et adéquate ainsi que toutes ressources raisonnablement demandées par Zendesk pour permettre l’accomplissement de la prestation des Services de conseil (collectivement, l’« Assistance »). Ni Zendesk ni ses Sous-traitants ne pourront être tenus responsables de la non-prestation des Services de conseil si elle résulte d’actes ou d’omissions de la part de l’Abonné, y compris, mais sans s’y limiter, le défaut de fournir l’Assistance comme requis en vertu des présentes.
3.4 Lors de la prestation des Services de conseil, Zendesk fournira ces ressources et utilisera le Personnel des Services de conseil comme il le jugera nécessaire pour la prestation des Services de conseil ou d’une partie de ceux-ci. L’Abonné peut s’opposer au choix de Sous-traitants par Zendesk en lui précisant son objection, auquel cas les Parties coopéreront de bonne foi pour nommer un autre Sous-traitant qui effectuera ces Services de conseil. Zendesk peut remplacer le Personnel des Services de conseil dans le cours normal de ses activités, étant entendu que Zendesk demeurera responsable de la prestation des Services de conseil par tout le Personnel des Services de conseil.
3.5 Zendesk contrôlera la méthode et les modalités d’exécution de tous les travaux nécessaires à l’accomplissement des Services de conseil, y compris, mais sans s’y limiter, la supervision et le contrôle de tout le Personnel fournissant les Services de conseil. Zendesk maintiendra le Personnel des Services de conseil qualifié suffisant et des installations appropriées ainsi que toutes autres ressources nécessaires au respect des obligations de Zendesk en vertu de l’Accord conformément à ses conditions.
3.6 Avec l’autorisation de l’abonné, Zendesk peut accéder au Compte de l’abonné (l’« Investir »), au besoin, pour fournir les Services de conseil.
3.7 Dans le cas où l’abonné chercherait à modifier la portée des Services de conseil à fournir dans le cadre d’un CDC (y compris mais sans s’y limiter, les changements apportés au calendrier de projet décrits dans le CDC), l’abonné devrait discuter de ces modifications avec Zendesk. Si Zendesk choisit de procéder à ces changements relatifs aux Services de conseil, les Parties collaboreront de bonne foi pour établir un Ordre de modification. Zendesk aura droit à un réajustement des Honoraires de conseil correspondant aux modifications figurant dans l’Ordre de modification. Zendesk ne sera pas obligé d’effectuer des Services de conseil différents ou supplémentaires à moins que les Parties ne se soient mutuellement accordées sur un Ordre de modification écrit.
3.8 For SOWs that are deliverable/milestone based, upon delivery of all deliverables or completion of all milestones detailed in the SOW, Zendesk shall provide Subscriber with written notice (“Completion Notice”). Thereafter, Subscriber shall have five (5) days after 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 shall be deemed complete and the deliverables accepted absent Subscriber’s timely written notice of any deliverables or milestones not having been met. For the avoidance of doubt, a Completion Notice shall not be necessary for SOWs that are Time and Materials based.
4. Honoraires de conseil ; Modalités de paiement.
4.1 L’abonné règlera les honoraires relatifs aux Services de conseil fournis par Zendesk tels que stipulés dans le bon de commande ou le CDC (les « Honoraires de conseil »). Sauf accord contraire dans le CDC ou le Bon de commande correspondant, Zendesk facturera à l’Abonné les Services de conseil fournis mensuellement. Tous les honoraires de conseil sont dus et payables à la date de la facture, à l’exception des honoraires de conseil que l’abonné conteste de bonne foi, pour des raisons qu’il précisera par écrit, dans les trente (30) jours suivant la réception de la facture.
4.2 Tous les Services de conseil seront fournis soit sur la base des pièces et de la main-d’œuvre, soit sur une base honoraire fixe, comme indiqué dans le CDC correspondant. Chaque CDC dont les Honoraires de conseil sont basés sur les pièces et la main-d’œuvre dressera une estimation détaillée du temps et du matériel nécessaires à la prestation des Services de conseil (« Estimation P et M »). Zendesk fera un effort commercial raisonnable pour fournir ces Services de conseil dans les limites de cette Estimation P et M, jusqu’à concurrence du nombre d’heures convenu par les Parties. Zendesk fera un effort raisonnable pour informer l’Abonné, dès que possible, s’il apparaît que l’Estimation P et M peut être dépassée. Dès réception d’une telle Estimation P et M révisée, l’Abonné évaluera et acceptera ou non la révision de l’Estimation P et M. Sauf refus par l’abonné de cette Estimation P et M révisée dans les cinq (5) jours suivant sa remise, cette Estimation P et M révisée sera considérée comme acceptée par l’abonné et l’abonné sera redevable de tous les honoraires de conseil, associés aux Services de conseil fournis. Toute Estimation P et M révisée qui est acceptée ou considérée comme telle par l’Abonné est considérée comme un Ordre de modification.
4.3 La prestation des Services de conseil peut être assujettie à une avance payable par l’abonné, lors de la prestation et de la livraison du CDC. Une telle provision sera déduite des Honoraires de conseil restant à payer par l’Abonné. Zendesk peut refuser ses Services de conseil tant que cette provision n’aura pas été payée à Zendesk.
4.4 Outre l’ensemble des honoraires de conseil, l’abonné remboursera Zendesk pour toute dépense raisonnable engagée par Zendesk dans le cadre de la prestation des Services de conseil (« Frais ») tels que les frais de voyage et d’hébergement etcommunications, les frais de livraison et les dépenses personnelles, y compris la modification des frais de consultation pour le voyage et l’hébergement, si c’est à la demande de l’abonné. À la demande de l’Abonné, Zendesk fournira les justificatifs raisonnables pour tous les Frais engagés. L’abonné remboursera les frais à Zendesk dans les trente (30) jours suivant leur soumission par Zendesk.
4.5 Les honoraires ou frais impayés seront en souffrance trente (30) jours après la date de paiement et seront assujettis à des pénalités de retard d’un et demi pour cent (1,5 %) par mois, pour chaque mois où le paiement n’est pas reçu.
4.6 Annulation et Modifications : Toute annulation ou modification survenant moins de cinq (5) jours avant la date convenue du début des Services de conseil, entraînera le non-remboursement des honoraires versés.
5. Relations entre les Parties. Zendesk est un contractant indépendant, il assurera la responsabilité et le contrôle complets de son Personnel, de ses méthodes et de ses opérations en matière de Services de conseil. Zendesk ne se présentera jamais à titre d’agent, de filiale ou d’affilié de l’Abonné pour quelque motif que ce soit, y compris en relation à toute autorité gouvernementale. L’Accord ne sera pas interprété comme la constitution d’un partenariat, d’une entreprise commune ou d’un engagement, ni comme une relation d’agence entre les Parties et aucune des Parties ne sera tenue redevable de quelque représentation, action ou omission que ce soit de l’autre Partie ou n’aura le pouvoir de lier contractuellement l’autre Partie. Les Honoraires de conseil, les Frais ou autres montants payés par l’Abonné à Zendesk en vertu du présent Accord ne seront pas considérés comme un salaire au regard de la retraite ou des impôts sur les salaires et ni Zendesk, ni son Personnel des Services de conseil n’aura droit aux avantages sociaux, y compris les indemnités de maladie ou congés payés, ni à d’autres avantages supplémentaires de l’Abonné, sauf si la loi l’exige autrement. L’Abonné ne sera pas responsable de la déduction ou de la retenue à la source sur les Honoraires de conseil ou des impôts sur les Frais payés pour les Services de conseil, du chômage, de la sécurité sociale ou d’autres dépenses, sauf si la loi l’exige autrement.
6.1 Zendesk déclare et garantit par la présente :
- que les Services de conseil fournis conformément à l’Accord seront exécutés en temps voulu et de manière professionnelle par Zendesk et son Personnel des Services de conseil, conformément aux normes généralement reconnues du secteur ; étant entendu que l’unique et exclusif recours de l’Abonné pour toute violation de cette garantie sera, selon le choix de Zendesk, une nouvelle prestation des Services de conseil ou la résiliation du CDC correspondant et le remboursement de la partie des Frais de conseil payés à Zendesk par l’Abonné pour la partie non conforme des Services de conseil ; et
- qu’il n’est soumis à aucune restriction ou obligation contractuelle ou autre en contradiction avec l’exécution de l’Accord ou, à sa connaissance, faisant obstacle à la prestation par lui des Services de conseil.
6.2 The Parties hereby agree that:
CUSTOM APPLICATIONS THAT RESIDE WITHIN THE ZENDESK SERVICE FRAMEWORK, HELP CENTER CUSTOMIZATIONS, INTEGRATIONS, AND PROGRAMMING SCRIPTS THAT ARE IDENTIFIED AND BEING DELIVERED UNDER A SOW (COLLECTIVELY, “CUSTOMIZED 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 OF THE CUSTOMIZED DELIVERABLES. ZENDESK SHALL NOT BE RESPONSIBLE, AT LAW OR OTHERWISE, FOR ANY CUSTOMIZED DELIVERABLES DESPITE ANY OTHER WARRANTIES OR GUARANTEES, IN THE EVENT THAT SUBSCRIBER MODIFIES ANY CUSTOMIZED 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 CUSTOMIZED DELIVERABLES SHALL BE UNINTERRUPTED OR ERROR-FREE, OR THAT IT WILL MEET ANY PARTICULAR CRITERIA OF PERFORMANCE OR QUALITY. ZENDESK EXPRESSLY DISCLAIMS ALL WARRANTIES REGARDING CUSTOMIZED DELIVERABLES, INCLUDING, WITHOUT LIMITATION THE IMPLIED WARRANTIES OF MERCHANTABILITY, TITLE, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, COMPATIBILITY, SECURITY OR ACCURACY. FURTHER, ZENDESK EXPRESSLY DISCLAIMS ANY RESPONSIBILITY TO SUPPORT OR MAINTAIN CUSTOMIZED DELIVERABLES 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 SERVICE AS APPLICABLE TO SUBSCRIBER AND ANY THIRD PARTY’S USE OF THE SERVICE.
7. Droits concernant les Livrables ; Propriété.
7.1 The Parties hereby agree that the specified Consulting Services to be completed pursuant to any SOW primarily involve the configuration of Subscriber’s subscription to a Service and integration of Subscriber data with and into the Service using Pre-existing Technology, Developed Technology, and/or Generic Components (each as defined below). Unless otherwise expressly specified in a SOW, no deliverable provided in connection with the Consulting Services provided pursuant to the Agreement shall constitute a “Work Made For Hire” under the Agreement. In the event that any such deliverable is held to be a Work Made For Hire, Subscriber hereby assigns to Zendesk all right, title and interest therein or to the extent such assignment is not permitted or effective, hereby grants to Zendesk a perpetual, irrevocable, exclusive, worldwide, fully-paid, sub-licensable (through multiple layers), assignable license to any such deliverable. Additionally, Zendesk shall have a perpetual, irrevocable, non-exclusive, worldwide, fully-paid, sub-licensable (through multiple layers), assignable license to incorporate into the Pre-existing Technology, Developed Technology, and/or Generic Components or otherwise use any suggestions, enhancement requests, recommendations or other feedback Zendesk receives from Subscriber.
7.2 Without limiting the foregoing, Zendesk and its licensors reserve and retain ownership of all Preexisting Technology, Developed Technology and Generic Components (each as defined below), and Zendesk hereby grants to Subscriber a non-exclusive, fully-paid, limited license to use Pre-existing Technology, Developed Technology and Generic Components solely in connection with Subscriber’s use of the Service(s). “Pre-existing Technology” means all of Zendesk’s inventions (including those of Zendesk’s Affiliates) (whether or not patentable), works of authorship, designs, know-how, ideas, concepts, information and tools in existence prior to the commencement of the Consulting Services. “Developed Technology” means ideas (whether or not patentable) know-how, technical data, techniques, concepts, information or tools, and all associated Intellectual Property Rights thereto developed by Zendesk and its Affiliates or their Consulting Services Personnel in connection with providing Consulting Services pursuant to the Agreement that derive from, improve, enhance or modify Zendesk’s Preexisting Technology. “Generic Components” means all inventions (whether or not patentable), works of authorship, designs, know-how, ideas, information and tools, including without limitation software and programming tools developed by Zendesk and its Affiliates or their Consulting Services Personnel in connection with providing Consulting Services generally to support Zendesk’s product and/or service offerings (including, without limitation the Service) and which can be so used without use of Subscriber’s Confidential Information.