Features and Functionalities for the Social Messaging Deployed Associated Service

Last Modified: January 31, 2020

As of Subscriber’s execution of the Order Form that references Subscriber’s purchase of this Deployed Associated Service (“Add-On”), the features and functionality detailed below will be provided to Subscriber as described herein. Zendesk reserves the right, at its sole discretion, to update the Add-On features and functionality detailed below, but agrees that these Add-On features and functionality will not be materially decreased without commercially reasonable advance notice during the Subscription Term. All capitalized terms not otherwise defined herein shall have the meaning set forth in Zendesk’s Master Subscription Agreement available here.

As described on the Site, in the Documentation, and on the Order Form, Subscriber shall receive access to the Social Messaging functionality provided by the Add-On. The Add-On is intended to permit Subscriber’s Zendesk Account to interoperate with a variety of different third-party messaging platforms, including WhatsApp, Facebook Messenger, Twitter Direct Messages, WeChat, and LINE (together, the “Non-Zendesk Messaging Platforms”). Subscriber acknowledges and agrees that all Non-Zendesk Messaging Platforms are Non-Zendesk Services. Additional Non-Zendesk Messaging Platforms may be added to the Add-On, if so described in the Documentation or on the Site. Subscriber acknowledges and agrees that Zendesk does not operate the Non-Zendesk Messaging Platforms, the underlying messaging platform accounts, or the business integration services provided by the Non-Zendesk Messaging Platforms.

Further, Subscriber acknowledges and agrees that Zendesk does not determine or control the content of the Non-Zendesk Messaging Platform Terms and that Zendesk shall have no liability associated with Subscriber’s use of the Non-Zendesk Messaging Platforms. Any modification of the Non-Zendesk Messaging Platforms, to the terms and conditions enforced by the Non-Zendesk Messaging Platforms, or to the fees charged by the Non-Zendesk Messaging Platforms to Subscriber, shall not relieve any of Subscriber’s obligations to Zendesk. The Non-Zendesk Messaging Platforms may charge Subscriber independently for access and use of their services, or the Non-Zendesk Messaging Platforms may charge Zendesk for Subscriber’s use and access, in which case Zendesk may pass these fees on to the Subscriber. Subscriber acknowledges and agrees that the Non-Zendesk Messaging Platforms may alter these fees at any time and Zendesk has no control over any such changes. The Add-On integrates with the Non-Zendesk Messaging Platforms as necessary to provide the Add-On functionality and Subscriber authorizes Zendesk to share data, including Service Data and Personal Data, with the Non-Zendesk Messaging Platforms it uses as needed to provide the Add-on.

Currently, Zendesk does not charge Usage Charges related to use of the Add-On. However, Zendesk reserves the right to start charging Subscriber Usage Charges related to use of the Add-On at any time in its sole discretion. By enabling or otherwise using the Add-On, You are agreeing to pay these Usage Charges (if such Usage Charges are instituted). If Usage Charges commence, Usage Charges are subject to change and may be revised by Zendesk at any time. Any commencement of Usage Charges or changes to the list price of Usage Charges will be made across all Subscribers and will not be targeted towards individual Subscribers.

Your use of the Add-On is subject to a usage limit of fifty thousand (50,000) messages per month processed through the Add-On per Agent licensed to use the Add-On. The usage limit is cumulative meaning if You have five (5) Agents authorized to use the Add-On the total usage limit for Your Account is two hundred fifty thousand (250,000) messages processed through the Add-On per month.

To use the WhatsApp functionality within the Add-On Subscriber must have a WhatsApp business account (“WhatsApp Account”) and at least one WhatsApp phone number purchased via Zendesk (“WhatsApp Number”). WhatsApp Numbers are not included in this Add-On and are available for purchase separately. Subscriber shall receive access to the quantity of WhatsApp Numbers detailed on the applicable Order Form. Subscriber acknowledges that the WhatsApp Account, WhatsApp Number, and the underlying WhatsApp service (collectively the “WhatsApp Service”) is a Non-Zendesk Service provided by WhatsApp Inc. (“WhatsApp”) and will be administered by WhatsApp according to the WhatsApp terms and conditions found on the following websites, along with the documentation and policies referenced therein: https://www.whatsapp.com/legal/business-solution-terms/, https://www.whatsapp.com/legal/business-terms/, https://www.whatsapp.com/legal/business-solution-policy, https://www.facebook.com/legal/terms and https://www.facebook.com/legal/commercial_terms (collectively, the “WhatsApp Terms”). Subscriber agrees that the WhatsApp Terms are applicable to its use of the Add-On (in addition to the Agreement) and the WhatsApp Service and represents, warrants and agrees that it will comply with the WhatsApp Terms at all times in its use of the Add-On. Subscriber shall be entitled to use no more than five (5) WhatsApp Numbers per Zendesk Account in connection with the Add-On.

WhatsApp must approve Subscriber’s use of the Add-On which may result in a limited time period following purchase of the Add-On during which Subscriber will not have access to the Add-On. During the sales process or following purchase of the Add-On, Zendesk will submit Subscriber to WhatsApp for approval. If WhatsApp approves Subscriber’s use of the Add-On, Zendesk will configure Subscriber’s Account with the Add-On. There may be additional actions required of Subscriber to activate the Add-On which Zendesk will communicate to Subscriber. WhatsApp may not approve Subscriber’s use of the Add-On in its sole discretion and may revoke prior approval at any time. Should Subscriber not be approved by WhatsApp for use of the Add-On, Zendesk will refund any Subscription Charges paid for access to the Add-On. Should WhatsApp revoke previously given approval of Subscriber or otherwise eliminate Subscriber’s access to the WhatsApp Service functionality required for use of the Add-On at any time during the Subscription Term, Zendesk will refund Subscriber any pre-paid Subscription Charges covering the remainder of the Subscription Term after the effective date of Subscriber’s removal of access to the Add-On provided that Subscriber notifies Zendesk of such removal of access within ten (10) business days of removal. If Subscriber does not notify Zendesk of removal of access within the ten (10) business day notice period, Subscriber will not be eligible for a refund.

To use the Line functionality within the Add-On, Subscriber must have a Line user account (“Line Account”). Subscriber acknowledges that the Line Account and the underlying Line service (collectively the “Line Service”) is a Non-Zendesk Service provided by Line Corporation (“Line”) and will be administered by Line according to the Line terms and conditions found on the following websites, along with the documentation and policies referenced therein: https://terms.line.me/line_terms/?lang=en (collectively, the “Line Terms”). The Add-On integrates with the Line Service as necessary to provide the Add-On functionality and Subscriber authorizes Zendesk to share data, including Service Data and Personal Data, with Line as needed to provide the Add-on. Subscriber agrees that the Line Terms are applicable to its use of the Add-On (in addition to the Agreement) and the Line Service and represents, warrants and agrees that it will comply with the Line Terms at all times in its use of the Add-On.

To use the Twitter Direct Messages functionality within the Add-On, Subscriber must have a Twitter user account (“Twitter Account”). Subscriber acknowledges that the Twitter Account and the underlying Twitter service (collectively the “Twitter Service”) is a Non-Zendesk Service provided by Twitter, Inc. (“Twitter”) and will be administered by Twitter according to the Twitter terms and conditions found on the following website, along with the documentation and policies referenced therein: https://twitter.com/en/tos (collectively, the “Twitter Terms”). The Add-On integrates with the Twitter Service as necessary to provide the Add-On functionality and Subscriber authorizes Zendesk to share data, including Service Data and Personal Data, with Twitter as needed to provide the Add-on. Subscriber agrees that the Twitter Terms are applicable to its use of the Add-On (in addition to the Agreement) and the Twitter Service and represents, warrants and agrees that it will comply with the Twitter Terms at all times in its use of the Add-On. Subscriber shall be entitled to use no more than five (5) Twitter Handles per Zendesk Account in connection with the Add-On.

To use the WeChat functionality within the Add-On, Subscriber must have a WeChat business account (“WeChat Account”). Subscriber acknowledges that the WeChat Account and the underlying WeChat service (collectively the “WeChat Service”) is a Non-Zendesk Service provided by Tencent (“Tencent”) and will be administered by Tencent according to the Tencent terms and conditions found on the following websites, along with the documentation and policies referenced therein: https://www.wechat.com/en/service_terms.html, https://open.weixin.qq.com/cgi-bin/frame?t=news/protocol_developer_tmpl, https://www.qq.com/contract.shtml, and https://zc.qq.com/chs/agreement1_chs.html (collectively, the “WeChat Terms”). The Add-On integrates with the WeChat Service as necessary to provide the Add-On functionality and Subscriber authorizes Zendesk to share data, including Service Data and Personal Data, with Tencent as needed to provide the Add-on. The WeChat Service is technology provided by WeChat Open Platform, and Subscriber agrees that the WeChat Terms are applicable to its use of the Add-On (in addition to the Agreement) and the WeChat Service and represents, warrants and agrees that it will comply with the WeChat Terms at all times in its use of the Add-On.

To use the Facebook Messenger functionality within the Add-On, Subscriber must have a Facebook Messenger account (“Facebook Account”). Subscriber acknowledges that the Facebook Account and the underlying Facebook Messenger service (collectively the “Facebook Messenger Service”) is a Non-Zendesk Service provided by Facebook, Inc. (“Facebook”) and will be administered by Facebook according to the Facebook terms and conditions found on the following websites, along with the documentation and policies referenced therein: https://www.facebook.com/legal/terms, https://www.facebook.com/legal/commercial_terms, and https://developers.facebook.com/docs/messenger-platform/policy (collectively, the “Facebook Terms”). The Add-On integrates with the Facebook Messenger Service as necessary to provide the Add-On functionality and Subscriber authorizes Zendesk to share data, including Service Data and Personal Data, with Facebook as needed to provide the Add-on. Subscriber agrees that the Facebook Terms are applicable to its use of the Add-On (in addition to the Agreement) and the Facebook Service and represents, warrants and agrees that it will comply with the Facebook Terms at all times in its use of the Add-On. Subscriber shall be entitled to use no more than five (5) Facebook Pages per Zendesk Account in connection with the Add-On.