Changes to our terms of service and privacy policy

February 7, 2013

In a few weeks (March 1, 2013, to be exact) we’ll be implementing some updates to our Privacy Policy and Terms of Service.   We want to make sure you have a heads up about what we are doing and why we are doing it as well as give you a chance to preview the changes.  I realize this stuff can seem boring, and is tempting not to read, but it really is important. So, I urge you to review the updated policy and terms carefully.

We are proud and fortunate to now have over 25,000 customers using Zendesk.  Not only have you helped us shape and build the world’s most beautifully simple customer service solution, but many of you have helped us improve the way we do business with our customers, including as it relates to our Terms of Service.  Many of the changes we are implementing to our terms are directly related to comments and questions we regularly receive from our current and prospective customers.  They include simple things, like providing you with a precise definition of a Zendesk “Agent,” as well as more substantive changes such as the inclusion of a confidentiality provision more typical of business applications such as ours.

With respect to our Privacy Policy, we’ve tried to streamline our disclosure to make it easier to understand.  We’ve also provided additional information on how we use certain tools, including cookies, to actively market the Zendesk service, including optimizing and serving targeted advertisements to people that visit our website and included additional helpful links if you would prefer to opt out of certain customized advertising features.  Finally, we’ve provided some additional description of the ways in which we utilize and share usage and other anonymized or aggregated data that is not identified with any particular users to help us improve the service and enhance your Zendesk experience.

The foregoing is just a summary of some of the changes we are making, so be sure to review the entire updated Terms of Service and Privacy Policy.   For customers that purchased a subscription to Zendesk through a reseller, we have made similar changes to the Reseller Terms of Service that apply to their subscription and which also will effective on March 1, 2013.

In addition to the updates to our Terms of Service and Privacy Policy, we are adopting a Copyright Infringement Notice and Takedown Policy.   If you believe that a Zendesk customer has posted material on the Zendesk platform that infringes your copyright, this policy explains the process for you to follow to request that the infringing material be removed or disabled.  It also provides an explanation of the process that a Zendesk customer can take in filing a counter-notice and request that the material be restored.  The Copyright Infringement Notice and Takedown Policy is designed to comply with the safe harbor afforded under the Digital Millennium Copyright Act (DMCA).  You can learn more about the DMCA, by clicking here.

We take our contractual and privacy obligations with our customers very seriously and if you believe there are ways we can improve, we want to hear about it.  If you have questions or concerns, please let me know.  I can be reached at:

John Geschke, General Counsel