Over the past four years, our product, company and customer base have grown tremendously. We’re extremely proud and continually strive to offer our customers the best service possible by minimizing downtime and maximizing privacy and security. Part of growing up also means doing the boring (but important) stuff, like updating our Terms of Service (ToS) and privacy policy to reflect these changes and alleviate our customers’ concerns. Our legal team has worked diligently to clarify and better illustrate what we offer in our updated ToS, which are now in effect. These changes fall in three primary areas:
Expectations [in Section 1]
We want to make sure our users are forthright and honest with their information and use of our product (e.g. no spamming or hateful usage). In return, we promise to be open and honest with our policies and communications.
Security and Privacy [in Section 4]
We take our obligation seriously and have made significant improvements to protect our users’ security and privacy. Our ToS [http://www.zendesk.com/company/terms] now include our privacy policy, and we recently underwent a security audit by TRUSTe to help ensure our users’ data is safe and sound. Part of that audit certified our compliance with US-EU Safe Harbor principles, including:
- Notice – Telling users why we collect personal information.
- Choice – Allowing users to opt out of all our marketing communications.
- Onward Transfer – Ensuring that our third-party providers abide by equivalent terms.
- Right Access/Review Data – Allowing users to access, review and/or delete your data.
- Data Retention – Spelling out our data retention policies.
- Resolution – Helping users address privacy concerns and resolve complaints through our newly added privacy officer and resolution process.
Zendesk Voice [in Section 8]
Because there are specific laws governing voice communications and recordings, we now comply with these laws and state them in our ToS.
We work hard to help our customers provide amazing service to their employees and customers. These changes reflect our commitment to transparency and putting our users’ rights first. We’re proud of our updated terms, but we want your honest and straightforward feedback to ensure we’re not fooling ourselves. Please email us at [email protected] with any comments or questions.
