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Master Subscription Agreement

We have updated Our Master Subscription Agreement. If You are a new Subscriber, then this Master Subscription 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 previous version of Our Master Subscription Agreement, please click here. For a PDF version of this Master Subscription Agreement, please click here. If You are acquiring a subscription to a Service operated by Zendesk from an unrelated third party authorized to sell such subscriptions under a separate agreement with Zendesk, the terms of this Master Subscription Agreement shall be null and void, and the terms and conditions that govern Your access to and use of the Service are found here.

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

By accepting this Agreement, either by accessing or using a Service, or authorizing or permitting any Agent or End-User to access or use a Service, You agree to be bound by this Agreement as of the date of such access or use of the Service (the “Effective Date”). If You are entering into this Agreement on behalf of a company, organization or another legal entity (an “Entity”), You are agreeing to this Agreement for that Entity and representing to Zendesk that You have the authority to bind such Entity and its Affiliates to this Agreement, in which case the terms “Subscriber,” “You,” “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 use or authorize any use of the Services.

The purpose of this Agreement is to establish the terms and conditions under which Subscriber may purchase Zendesk’s Services and Consulting Services as described in an Order Form or in a Statement of Work signed by You.

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

Table of Contents:

General Terms and Conditions:

  1. Access to the Services

  2. Use of the Services

  3. Term, Cancellation and Termination

  4. Billing, Plan Modification and Payments

  5. Confidential Information

  6. Ownership and Security of Service Data

  7. Privacy Practices

  8. Temporary Suspension

  9. Non-Zendesk Services

  10. Free Trials

  11. Beta Services

  12. Intellectual Property Rights

  13. Representations, Warranties and Disclaimers

  14. Indemnification

  15. Limitation of Liability

  16. Third-Party Service Providers

  17. Assignment, Entire Agreement and Amendment

  18. Severability

  19. Export Compliance and Use Restrictions

  20. Relationship of the Parties

  21. Notice

  22. Governing Law

  23. Federal Government End Use Provisions

  24. Anti-Corruption

  25. Survival

  26. Definitions

Supplemental Terms and Conditions:

  1. Exhibit A: Region-Specific Terms

  2. Exhibit B: Consulting Services

General Terms and Conditions