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Bruno Ayub Prata

Joined Feb 21, 2022

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ACTIVITY OVERVIEW

Latest activity by Bruno Ayub Prata

Bruno Ayub Prata created an article,

ArticleZendesk policies and agreements

The following country-specific terms may be applicable to Your use of the Service. During the Subscription Term, we may update these Region-Specific Terms without notice as legal requirements evolve and as We deem reasonably necessary.

Australia:
Notwithstanding anything to the contrary in this Agreement, any applicable rights You may have under Australian Consumer Law continue to apply in full force. This includes, but is not limited to, Sections 3.3, 3.5, 4.3, 11, 12.1, and 13 of this Agreement. “Australian Consumer Law” in this section means the Australian Consumer Law under Schedule 2 of the Competition and Consumer Act 2010 (Cth).

Where You are established in Australia or where Your Agents and End Users access the Services in Australia, the definition of Applicable Data Protection Law in this Agreement shall include the Australian Privacy Act 1988 (Commonwealth) and the Australian Privacy Principles with respect to such use of the Services in Australia.

You agree that You are responsible for notifying End-Users that Personal Data collected, stored, used and/or processed by the Zendesk Group, as described in this 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: https://www.zendesk.com/company/anz-privacy/. You agree You will obtain consent from End-Users before collecting or inputting their “sensitive information” into the Services, where required and as defined by the Privacy Act. You are responsible for notifying End-Users that if they are dissatisfied with our handling of a complaint or do not agree with the resolution proposed by Us, they may make a complaint to the Office of the Australian Information Commissioner (OAIC) by contacting the OAIC using the methods listed on their website at http://www.oaic.gov.au. Alternatively, they may request that We pass on the details of their complaint to the OAIC directly.

In respect of disclosures or transfers of Service Data to a country outside Australia, the Zendesk Group has ensured that the recipient of the Service Data (and any onward third-party recipients) will comply with obligations that are substantively similar and at least as strict as, if not stricter than, those required by the Australian Privacy Principles and the Privacy Act in respect of any Processing of Personal Data.

The Parties agree to cooperate in relation to the investigation and assessment of any relevant Service Data Breach, and in relation to any notification of such Service Data Breach required to be made under any Applicable Data Protection Law to a regulator in any local or foreign jurisdiction, including without limitation the Office of the Australian Information Commissioner (each a “Regulatory Authority”), and to affected individuals. Any correspondence or notification to Regulatory Authorities and affected individuals must be in a form that is mutually agreed upon by both Parties. However, nothing in this Agreement will prevent either Party from complying with its respective legal obligations under Applicable Data Protection Laws, including in respect of notifying a Regulatory Authority or individuals about a Service Data Breach.

Brazil:
You agree that You are responsible for notifying End-Users that Personal Data is collected, stored, used and/or processed by the Zendesk Group, as described in this Agreement and is collected, stored, used and/or processed in accordance with Brazilian Law No. 13,709/2018, as amended, as we further detail here: https://www.zendesk.com/company/agreements-and-terms/privacy-policy/.

Where You are established in Brazil or where Your Agents and End Users access the Services in Brazil, the definition of Applicable Data Protection Law in this Agreement shall include Brazilian Law No. 13,709/2018, as amended (LGPD), with respect to such use of the Services in Brazil.

Zendesk is currently in the process of testing the use of Brazilian Reais as payment currency. At Our sole discretion and only in exceptional cases, We may offer You Brazilian Reais (BRL) as the payment currency if the country associated with Your Account is Brazil and You have provided Us with a valid Brazilian Tax Registration Number (CPF/CNPJ number). In that case, the Agreement with Us governing Your use of Our Services will be updated to replace Zendesk, Inc. with the Zendesk entity identified below as service provider for Your eligible Brazilian account(s). Your continued use of Our Services constitutes Your acceptance of these terms. If Your billing address is located in Brazil but You have not provided Us with a valid Brazilian Tax Registration Number (CPF/CNPJ number) and/or You were not offered payment in Brazilian Reais, then Zendesk, Inc. remains the Zendesk contracting party for Your Account(s).

If You have an eligible Brazilian account, then:

(i) The Zendesk contracting party shall be Zendesk Brasil Software Corporativo Ltda., a limited liability company incorporated in the Federative Republic of Brazil, with headquarters at the city of São Paulo, State of São Paulo, Brazil, at Rua Oscar Freire, nº 587, 4º e 5º andares, salas 04-101 e 05-101, Cerqueira César, CEP 01426-001, enrolled with the Brazilian tax payer (CNPJ/ME) under number 19.722.152/0001-26 (“Zendesk Br”), or any other legal entity appointed by Zendesk or Zendesk Br, may act as an international payment facilitator, under articles 132 et seq. of Circular No. 3,691/13, issued by the Central Bank of Brazil (“Circular BCB No. 3,691/13”), or as a collection agent on behalf of the Subscriber, under Article 117 of Circular BCB No. 3,691/13 and other applicable regulations, with the purpose of remitting the Subscription Charges owed to Zendesk and receiving any chargebacks or refunds associated with the Subscription Charges, as applicable.
(ii) Tax invoices (NFS-e) will be issued in BRL;
(iii) Payment instructions will be displayed on the tax invoice;
(vi) Invoices may include local taxes on all taxable charges;
(vii) You shall be solely responsible for paying all taxes applicable to any import of products/services under the Agreement, currency conversion and execution of foreign exchange transactions;
(viii) You shall comply with all applicable ancillary obligations and instrumental duties required by the Brazilian tax authorities;
(ix) You are responsible for submitting all documents and information required by Zendesk or Zendesk Br to evidence the legality and economic justification of the respective foreign exchange transactions, if necessary;
(x) Zendesk will not be responsible, under any circumstances, for the collection of any taxes owed by You as result of the import of products/services, currency conversion and/or performance of foreign exchange transactions;
(xi) All Notice should be addressed to the address listed in (i) above;
(xii) Governing law for the Agreement shall be Brazil; and
(xiii) The courts of the City of São Paulo, State of São Paulo shall have exclusive jurisdiction over the Agreement and any other related matters.

Further, in order to enable payment of the Subscription Charges in BRL, You grant specific powers to Zendesk and to Zendesk Br to, severally, to represent You before financial institutions and agents authorized to operate in the Brazilian foreign exchange market, in accordance with articles 653 et seq. of the Brazilian Civil Code, with powers to provide information and to execute foreign exchange agreements on the Your behalf, pursuant to the foreign exchange laws and regulations in force (including, but not limited to article 117 of the Circular BCB 3,691/13 and other applicable regulations), in order to remit abroad amounts associated with the Subscription Charges and other fees. Zendesk and Zendesk Br may, at their own discretion, delegate (substabelecer) to third parties the powers hereby granted by You, in whole or in part. This power-of-attorney shall remain in force for the entire Subscription Term.

Canada:
You agree that You are responsible for notifying End-Users that Personal Information (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.

Where You are established in Canada or where Your Agents and End Users access the Services in Canada, the definition of Applicable Data Protection Law in this Agreement shall include PIPEDA with respect to such use of the Services in Canada.

Japan:
You agree that You are responsible for (i) notifying the End-Users using Our Services via Your Account about how the Zendesk Group may use End-Users’ Personal Data as described in this Agreement; and (ii) obtaining prior consent from End-Users to disclose their Personal Data to Us where required by and in compliance with the Act on the Protection of Personal Information (APPI) in Japan and Applicable Data Protection Law.

Where You are established in Japan or where Your Agents and End Users access the Services in Japan, the definition of Applicable Data Protection Law in this Agreement shall include the Act on the Protection of Personal Information (Japan) with respect to such use of the Services in Japan.

New Zealand:
You agree that You are responsible for notifying End-Users that Personal Data collected, stored, used and/or processed by the Zendesk Group, as described in this Agreement, is collected, stored, used and/or processed in compliance with the New Zealand’s Privacy Act (2020) and its 13 Information Privacy Principles (NZ IPPs) as we further detail here: https://www.zendesk.com/company/anz-privacy/.

Singapore:
You agree that You are responsible for notifying End-Users that Personal Data collected, stored, used and/or processed by the Zendesk Group, as described in this 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: https://www.zendesk.com/company/singapore-pdpa/.

United Kingdom:
Where You are established in the United Kingdom or where Your Agents and End Users access the Services in the United Kingdom, the definition of Applicable Data Protection Law in this Agreement shall include the Data Protection Act 2018 with respect to such use of the Services in the United Kingdom.

Switzerland:
Where You are established in Switzerland or where Your Agents and End Users access the Services in Switzerland, the definition of Applicable Data Protection Law in this Agreement shall include the Swiss Federal Act of 19 June 1992 on Data Protection with respect to such use of the Services in Switzerland.

California, United States:
You agree that You are responsible for (i) notifying End-Users that Personal Data collected, stored, used and/or processed by the Zendesk Group, as described in this Agreement, is collected, stored, used, and/or processed in compliance with the California Consumer Privacy Act (CCPA), as amended, and any regulations made under it and (ii) obtaining consent from End-Users where it is required under the foregoing.

Edited Feb 29, 2024 · Bruno Ayub Prata

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ArticleZendesk policies and agreements

There are currently no Services classified as Innovation Services at this time.

Edited Feb 04, 2025 · Bruno Ayub Prata

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ArticleZendesk policies and agreements

Edited Jun 13, 2023 · Bruno Ayub Prata

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ArticleZendesk policies and agreements

The Zendesk Group is committed to providing a robust and comprehensive security program for Enterprise Services, including the security measures set forth in these Supplemental Terms (“Enterprise Security Measures”). During the Subscription Term, these Enterprise Security Measures may change without notice, as standards evolve or as additional controls are implemented or existing controls are modified as We deem reasonably necessary.

Enterprise Security Measures Utilized by Us

We will abide by these Enterprise Security Measures to protect Service Data as is reasonably necessary to provide the Enterprise Services:

1. Security Policies and Personnel. We have and will maintain a managed security program to identify risks and implement appropriate controls, as well as technology and processes for common attack mitigation. This program is and will be reviewed on a regular basis to provide for continued effectiveness and accuracy. We have, and will maintain, a full-time information security team responsible for monitoring and reviewing security infrastructure for Our networks, systems and services, responding to security incidents, and developing and delivering training to Our employees in compliance with Our security policies.

2. Data Transmission. We will maintain commercially reasonable administrative, physical and technical safeguards to protect the security, confidentiality, and integrity of Service Data. These safeguards include encryption of Service Data at rest and in transmission with Our user interfaces or APIs (using TLS or similar technologies) over the internet, except for any Non-Zendesk Service that does not support encryption, which You may link to through the Enterprise Services at Your election.

3. Audits and Certifications. Upon Subscriber’s request, and subject to the confidentiality obligations set forth in this Agreement, Zendesk shall make available to Subscriber that is not a competitor of Zendesk (or Subscriber’s independent, third-party auditor that is not a competitor of Zendesk) information regarding Zendesk’s compliance with the obligations set forth in this Agreement in the form of the Zendesk’s ISO 27001 certification and/or SOC 2 (under appropriate non-disclosure protections), or SOC 3 reports.

4. Incident Response. We have an incident management process for security events that may affect the confidentiality, integrity, or availability of Our systems or data that includes a response time under which Zendesk will contact its subscribers upon verification of a security incident that affects Your Service Data. This process specifies courses of action, procedures for notification, escalation, mitigation, and documentation. The incident response program includes 24×7 centralized monitoring systems and on-call staffing to respond to service incidents. Unless ordered otherwise by law enforcement or government agency, You will be notified within forty-eight (48) hours of a Service Data Breach. “Service Data Breach” means an unauthorized access or improper disclosure that has been verified to have affected Your Service Data.

5. Access Control and Privilege Management. We restrict administrative access to production systems to approved personnel. We require such personnel to have unique IDs and associated cryptographic keys and/or use of complex ephemeral tokens. These keys and/or tokens are used to authenticate and identify each person’s activities on Our systems, including access to Service Data. Upon hire, Our approved personnel are assigned unique IDs and credentials. Upon termination of personnel, or where compromise of such credentials is suspected, these credentials are revoked. Access rights and levels are based on Our employees’ job function and role, using the concepts of least-privilege and need-to-know basis to match access privileges to defined responsibilities.

6. Network Management and Security. The Sub-Processors utilized by Us for hosting services maintain industry standard fully redundant and secure network architecture with reasonably sufficient bandwidth as well as redundant network infrastructure to mitigate the impact of individual component failure. Our security team utilizes industry standard utilities to provide defense against known common unauthorized network activity, monitors security advisory lists for vulnerabilities, and undertakes regular external vulnerability scans and audits.

7. Data Center Environment and Physical Security. The Sub-Processors’ environments which are utilized by Us for hosting services in connection with Our provision of the Enterprise Services employ the following security measures:

  • A security organization responsible for physical security functions 24x7x365.
  • Access to areas where systems or system components are installed or stored within data centers is restricted through security measures and policies consistent with industry standards.
  • N+1 uninterruptible power supply and HVAC systems, backup power generator architecture and advanced fire suppression.

Technical and Organizational Enterprise Security Measures for Third-Party Service Providers Who Process Service Data

Any third-party service providers that are utilized by the Zendesk Group will only be given access to Your Account and Service Data as is reasonably necessary to provide the Enterprise Services. Zendesk maintains a vendor security review program which assesses and manages any potential risks involved in using these third-party service providers who have access to Service Data and such third-party service providers will be subject to, among the other requirements in the Main Services Agreement, their implementing and maintaining compliance with the following appropriate technical and organizational security measures:

1. Physical Access Controls. Third-party service providers shall take reasonable measures, such as security personnel and secured buildings, to prevent unauthorized persons from gaining physical access to data processing systems in which Service Data is Processed.

2. System Access Controls. Third-party service providers shall take reasonable measures to prevent data processing systems from being used without authorization. These controls shall vary based on the nature of Processing undertaken and may include, among other controls, authentication via passwords and/or two-factor authentication, documented authorization processes, documented change management processes, and/or logging of access on several levels.

3. Data Access Controls. Third-party service providers shall take reasonable measures to provide that Service Data is accessible and manageable only by properly authorized staff, direct database query access is restricted and application access rights are established and enforced to ensure that persons entitled to access Service Data only have access to Service Data to which they have the privilege of access; and, that Service Data cannot be read, copied, modified, or removed without authorization in the course of Processing.

4. Transmission Controls. Third-party service providers shall take reasonable measures to ensure that it is possible to check and establish to which entities the transfer of Service Data by means of data transmission facilities is envisaged so Service Data cannot be read, copied, modified, or removed without authorization during electronic transmission or transport.

5. Input Controls. Third-party service providers shall take reasonable measures to ensure that it is possible to check and establish whether and by whom Service Data has been entered into data processing systems, modified or removed; and, any transfer of Service Data to a third-party service provider is made via a secure transmission.

6. Data Protection. Third-party service providers shall take reasonable measures to provide that Service Data is secured to protect against accidental destruction or loss.

7. Logical Separation. Third-party service providers shall logically segregate Service Data from the data of other parties on its systems to ensure that Service Data may be Processed separately.

These terms were last updated on June 1, 2022.

Edited Jun 14, 2023 · Bruno Ayub Prata

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ArticleZendesk policies and agreements

We may, at our sole discretion, choose to offer credits for the Services 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 applicable Service. Credits may only be applied to Subscription Charges due for the Service specifically identified by Zendesk 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. Zendesk may modify this Promotional Credits Policy, in its sole discretion, from time to time. Capitalized terms used in this Promotional Credits Policy shall have the meanings set forth in the Main Services Agreement

Edited Jun 13, 2023 · Bruno Ayub Prata

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If You register for a free trial for any of the Services, We will make such Services 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 applicable Service(s); (b) the start date of any subscription to such Service purchased by You for such Service(s); or (c) termination of the trial by Us in Our sole discretion. 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 Services under applicable Service Plans before You make Your purchase. ANY SERVICE DATA YOU ENTER INTO A SERVICE, AND ANY CONFIGURATIONS OR CUSTOMIZATIONS MADE TO A SERVICE BY OR FOR YOU, DURING YOUR FREE TRIAL WILL BE PERMANENTLY LOST UNLESS YOU PURCHASE A SUBSCRIPTION TO THE SAME SERVICE AS COVERED BY THE TRIAL, PURCHASE THE APPLICABLE SERVICE, OR EXPORT SUCH SERVICE DATA, BEFORE THE END OF THE TRIAL PERIOD.

Edited Aug 25, 2022 · Bruno Ayub Prata

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ArticleZendesk policies and agreements

Other languages: Español // Português // Français // Deutsch // Nederlands // Dansk // Svenska // 日本 // 한국어 // 繁體中文 (台灣) // 繁體中文 (香港特區) // Italiano // ไทย

If Subscriber engages Zendesk for the provision of Professional Services:

1. Scope and Retention. Zendesk hereby agrees to provide the professional services (including any training and implementation services) (collectively, “Professional Services”) indicated on any mutually agreed upon and executed Statement of Work (“SOW”) or other written document (such as a “Description of Professional Services” on an Order Form) in exchange for the fees set forth therein (“Professional Services Fees”). Any SOW or other written document shall describe the scope, fees, nature and other relevant characteristics of any services being provided by Zendesk to Subscriber as part of the Professional Services which shall be governed by the terms of the Agreement. Zendesk shall not be obligated to perform any Professional Services until both Parties have mutually agreed upon and executed a SOW or Order Form with respect to such Professional Services.

2. Performance and Acceptance of Professional Services.
2.1 Zendesk and Subscriber agree to cooperate in good faith to achieve satisfactory completion of the Professional Services in a timely and professional manner.

2.2 Zendesk will perform the Professional Services through qualified employees and/or non-employee contractors of Zendesk (“Subcontractors” and together with Zendesk’s employees for the purposes of these Supplemental Terms, “Professional Services Personnel”).

2.3 Subscriber agrees to provide, at no cost to Zendesk, timely and adequate assistance and other resources reasonably requested by Zendesk to enable the performance of the Professional Services (collectively, “Assistance”). Zendesk, including its Subcontractors, will not be liable for any deficiency in the performance of Professional Services to the extent such deficiency results from any acts or omissions of Subscriber, including, but not limited to, Subscriber’s failure to provide Assistance as required hereunder.

2.4 In performing the Professional Services, Zendesk will utilize Professional Services Personnel as it deems necessary to perform the Professional Services or any portion thereof. Subscriber may object to Zendesk’s use of a Subcontractor by specifying its reasonable objection to Zendesk, in which case the Parties will cooperate in good faith to appoint another Professional Services Personnel to perform such Professional Services. Zendesk may replace Professional Services Personnel in its normal course of business, provided that Zendesk will be responsible for the performance of Professional Services by all Professional Services Personnel.

2.5 Zendesk will control the method and manner of performing all work necessary for completion of Professional Services, including but not limited to the supervision and control of any Professional Services Personnel performing Professional Services. Zendesk will maintain such a number of qualified Professional Services Personnel and appropriate facilities and other resources sufficient to perform Zendesk’s obligations under the Agreement in accordance with its terms.

2.6 Deliverables (as defined in an SOW) shall be deemed accepted by Subscriber in accordance with the terms of the applicable SOW or Order Form.

3. Change Orders.After execution of a SOW or Order Form, the Professional Services to be provided under that SOW or Order Form may only be changed through a change order mutually executed by the Parties (“Change Order”).

4. Consulting Fees. Subscriber will pay Zendesk the Consulting Fees as detailed or described in an Order Form or SOW.

5. Relationship of the Parties. Zendesk is an independent contractor and will maintain complete control of and responsibility for its Professional Services Personnel, methods and operations in providing the Professional Services. Zendesk will never hold itself out as an agent, subsidiary or affiliate of Subscriber for any purpose, including reporting to any government authority. The Agreement will not be construed so as to create a partnership, other joint venture or undertaking, or any agency relationship between the Parties, and neither Party shall become liable for any representation, act or omission of the other Party or have the authority to contractually bind the other Party. Any Consulting Fees, Expenses or other amounts paid by Subscriber to Zendesk hereunder shall not be considered salary for pension or wage tax purposes and neither Zendesk nor its Professional Services Personnel will be entitled to any fringe benefits, including sick or vacation pay, or other supplemental benefits of Subscriber, unless otherwise required by law. Subscriber shall not be responsible for deducting or withholding from Consulting Fees or Expenses paid for Professional Services any taxes, unemployment, social security or other such expense unless otherwise required by law.

6. Warranties.
6.1 Zendesk hereby represents and warrants that:

(a) the Professional Services provided pursuant to the Agreement will be performed in a timely and professional manner by Zendesk and its Professional Services Personnel, consistent with generally-accepted industry standards; provided that Subscriber’s sole and exclusive remedy for any breach of this warranty will be, at Zendesk’s option, re-performance of the Professional Services or termination of the applicable SOW and return of the portion of the Consulting Fees paid to Zendesk by Subscriber for the nonconforming portion of the Professional Services; and

(b) it is under no contractual or other restrictions or obligations which are inconsistent with the execution of the Agreement, or, to its best knowledge, which will interfere with its performance of the Professional Services.

6.2 The Parties hereby agree that: EXCEPT AS SPECIFICALLY SET FORTH IN SECTION 6.1 ABOVE, ALL PROFESSIONAL SERVICES AND 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 THEREOF AND ZENDESK EXPRESSLY DISCLAIMS ALL WARRANTIES REGARDING PROFESSIONAL SERVICES AND DELIVERABLES, INCLUDING, WITHOUT LIMITATION THE IMPLIED WARRANTIES OF MERCHANTABILITY, TITLE, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, COMPATIBILITY, SECURITY OR ACCURACY. ZENDESK SHALL NOT BE RESPONSIBLE, IN LAW OR OTHERWISE, FOR ANY DELIVERABLES DESPITE ANY OTHER WARRANTIES OR GUARANTEES, IN THE EVENT THAT SUBSCRIBER MODIFIES ANY 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 DELIVERABLES SHALL BE UNINTERRUPTED OR ERROR-FREE, OR THAT IT WILL MEET ANY PARTICULAR CRITERIA OF PERFORMANCE OR QUALITY. FURTHER, ZENDESK EXPRESSLY DISCLAIMS ANY RESPONSIBILITY TO SUPPORT OR MAINTAIN ANY DELIVERABLE 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 SERVICES AS APPLICABLE TO SUBSCRIBER AND ANY THIRD PARTY’S USE OF THE SERVICES.

7. Rights to Deliverables; Ownership.
7.1 The Parties hereby agree that the specified Professional Services to be completed pursuant to any SOW or Order Form primarily involve the configuration of Subscriber’s subscription to a Service and integration of Subscriber data with and into one or more Services, and therefore the Deliverables are inoperative without an active subscription to a Service. As between the Parties, Zendesk shall solely and exclusively own all right, title, and interest in the Deliverables, including all derivatives, enhancements and modifications thereof; and Subscriber hereby makes all assignments necessary to accomplish the foregoing ownership. Subject to the terms and conditions hereof, Zendesk grants Subscriber a non-exclusive, non-transferable, non-sublicensable license to use the Deliverables solely in connection with Subscriber’s permitted use of the Services.

7.2 A “Subscriber Contribution” is source code that is created by Subscriber in connection with the Professional Services and is specifically identified in a SOW. Subscriber and Zendesk agree that Subscriber retains title to Subscriber Contributions, and Subscriber hereby grants Zendesk a non-exclusive license to use and exercise the Subscriber Contributions for the performance of the Professional Services and Services.

8. Open Source. Zendesk may incorporate open source materials into any Deliverable. Zendesk will notify Subscriber that it is providing such open source software upon or prior to delivery, and Zendesk will avoid providing any open source materials that are governed by a so-called “copyleft license” that would require Subscriber to permit any disclosure of, distribute or make available any of Subscriber’s proprietary software if Subscriber uses the Deliverables as permitted hereunder. Any open source materials provided by Zendesk are licensed to Subscriber pursuant to the terms of the applicable open source license and not this Agreement.

 

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Dutch - Nederlands

Voorwaarden voor professionele diensten

Indien Abonnee Zendesk inschakelt voor het verlenen van Professionele Diensten:

1. Toepassingsgebied en bewaring. Zendesk hereby agrees to provide the professional services (including any training and implementation services) (collectively, “Professional Services”) indicated on any mutually agreed upon and executed Statement of Work (“SOW”) or other written document (such as a “Description of Professional Services” on an Order Form) in exchange for the fees set forth therein (“Professional Services Fees”). In een SOW of ander schriftelijk document worden het toepassingsgebied, de vergoedingen, de aard en andere relevante kenmerken beschreven van de diensten die door Zendesk aan de Abonnee worden geleverd als onderdeel van de Professionele Diensten, waarop de voorwaarden van de Overeenkomst van toepassing zijn. Zendesk is niet verplicht om enige Professionele Diensten uit te voeren totdat beide Partijen wederzijds een SOW of Bestelformulier met betrekking tot dergelijke Professionele Diensten zijn overeengekomen en hebben ondertekend.

2. Uitvoering en acceptatie van professionele diensten.

2.1 Zendesk en de Abonnee komen overeen te goeder trouw samen te werken om de Professionele Diensten tijdig en op professionele wijze naar tevredenheid te voltooien.

2.2 Zendesk zal de Professionele Diensten uitvoeren door middel van gekwalificeerde werknemers en/of aannemers van Zendesk die geen werknemer zijn ("Onderaannemers" en samen met de werknemers van Zendesk voor de doeleinden van deze Aanvullende Voorwaarden, "Personeel voor Professionele Diensten").

2.3 De Abonnee stemt ermee in om, zonder kosten voor Zendesk, tijdige en adequate bijstand te verlenen en andere middelen te verschaffen waarom Zendesk redelijkerwijs verzoekt om de uitvoering van de Professionele Diensten mogelijk te maken (gezamenlijk “Bijstand”). Zendesk, met inbegrip van haar Onderaannemers, is niet aansprakelijk voor enige tekortkoming in de uitvoering van de Professionele Diensten voor zover een dergelijke tekortkoming het gevolg is van enig handelen of nalaten van de Abonnee, met inbegrip van, maar niet beperkt tot, het verzuim van de Abonnee om Bijstand te verlenen zoals vereist op grond van deze voorwaarden.

2.4 Bij de uitvoering van de Professionele Diensten zal Zendesk gebruik maken van het Personeel voor Professionele Diensten dat het nodig acht om de Professionele Diensten of een deel daarvan uit te voeren. De Abonnee kan bezwaar maken tegen het gebruik door Zendesk van een Onderaannemer door zijn redelijke bezwaar aan Zendesk kenbaar te maken, in welk geval Partijen te goeder trouw zullen samenwerken om ander Personeel voor Professionele Diensten aan te wijzen om die Professionele Diensten uit te voeren. Zendesk mag Personeel voor Professionele Diensten vervangen in de normale gang van zaken, op voorwaarde dat Zendesk verantwoordelijk blijft voor de uitvoering van Professionele Diensten door al het Personeel voor Professionele Diensten.

2.5 Zendesk zal de methode en wijze van uitvoering van alle werkzaamheden die nodig zijn voor de voltooiing van de Professionele Diensten controleren, met inbegrip van maar niet beperkt tot het toezicht op en de controle van alle Personeel voor Professionele Diensten dat de Professionele Diensten uitvoert. Zendesk zal een dergelijk aantal gekwalificeerde Personeelsleden voor Professionele Diensten en geschikte faciliteiten en andere middelen in stand houden die voldoende zijn om de verplichtingen van Zendesk onder de Overeenkomst uit te voeren in overeenstemming met de voorwaarden ervan.

2.6 Deliverables (zoals gedefinieerd in een SOW) worden geacht door de Abonnee te zijn aanvaard in overeenstemming met de bepalingen van de toepasselijke SOW of het toepasselijke Bestelformulier.

3. Wijzigingsopdrachten. After execution of a SOW or Order Form, the Professional Services to be provided under that SOW or Order Form may only be changed through a change order mutually executed by the Parties (“Change Order”).

4. Advieskosten. Subscriber will pay Zendesk the Consulting Fees as detailed or described in an Order Form or SOW.

5. Verhouding tussen de Partijen. Zendesk is an independent contractor and will maintain complete control of and responsibility for its Professional Services Personnel, methods and operations in providing the Professional Services. Zendesk zal zich nooit voordoen als een agent, dochtermaatschappij of gelieerde onderneming van de Abonnee voor enig doel, daaronder begrepen het rapporteren aan enige overheidsinstantie. De Overeenkomst zal niet aldus worden uitgelegd dat zij een partnerschap, een andere joint venture of gemeenschappelijke onderneming, dan wel een agentschapsrelatie tussen de Partijen in het leven roept, en geen der Partijen zal aansprakelijk worden voor enige verklaring, handeling of nalatigheid van de andere Partij, noch zal zij de bevoegdheid hebben de andere Partij contractueel te binden. Alle door de Abonnee op grond van deze voorwaarden aan Zendesk betaalde Advieskosten, Onkostenvergoedingen of andere bedragen worden niet aangemerkt als salaris met het oog op de heffing van pensioen- of loonbelasting en noch Zendesk noch haar Personeel voor Professionele Diensten zullen recht hebben op secundaire arbeidsvoorwaarden, met inbegrip van ziekte- of vakantiegeld, of andere aanvullende arbeidsvoorwaarden van de Abonnee, tenzij de wet anders voorschrijft. De Abonnee is niet verantwoordelijk voor het inhouden van belastingen, werkloosheids-, sociale zekerheids- of andere dergelijke kosten op de voor Professionele Diensten betaalde Advieskosten of Onkostenvergoedingen, tenzij de wet anders voorschrijft.

6. Warranties.

6.1 Zendesk verklaart en garandeert hierbij:

(a) dat de overeenkomstig de Overeenkomst geleverde Professionele Diensten op een tijdige en professionele manier zullen worden uitgevoerd door Zendesk en diens Personeel voor Professionele Diensten, conform algemeen aanvaarde industrienormen; onder de voorwaarde dat de enige en exclusieve remedie van de Abonnee voor schendingen van deze garantie, naar keuze van Zendesk, het opnieuw uitvoeren van de Professionele Diensten is of beëindiging van de toepasselijke SOW en terugbetaling van dat deel van de Advieskosten voor het niet-conforme deel van de Professionele Diensten die door de abonnee aan Zendesk betaald zijn; en

(b) dat het onder geen enkele contractuele of andere beperkingen of verplichtingen staat die inconsistent zijn met de tenuitvoerlegging van de Overeenkomst, of die, naar diens beste weten, de uitvoering van de Professionele Diensten zullen belemmeren.

6.2 De Partijen komen hierbij overeen dat: BEHALVE ZOALS SPECIFIEK UITEENGEZET IN SECTIE 6.1 HIERBOVEN, ALLE PROFESSIONELE DIENSTEN EN DELIVERABLES AAN DE ABONNEE WORDEN GELEVERD "ZOALS ZE ZIJN" EN ZENDESK GEEFT GEEN GARANTIES, EXPLICIET OF IMPLICIET, OF VERKLARINGEN AAN DE ABONNEE OF EEN DERDE PARTIJ MET BETREKKING TOT DE BRUIKBAARHEID, STAAT, WERKING OF GESCHIKTHEID DAARVAN EN ZENDESK WIJST UITDRUKKELIJK ALLE GARANTIES AF MET BETREKKING TOT PROFESSIONELE DIENSTEN EN DELIVERABLES, MET INBEGRIP VAN, MAAR NIET BEPERKT TOT, DE IMPLICIETE GARANTIES VAN VERKOOPBAARHEID, EIGENDOM, GESCHIKTHEID VOOR EEN BEPAALD DOEL, NIET-INBREUK, COMPATIBILITEIT, VEILIGHEID OF JUISTHEID. ZENDESK IS NIET VERANTWOORDELIJK, IN RECHTE OF ANDERSZINS, VOOR ENIGE DELIVERABLES NIETTEGENSTAANDE ENIGE ANDERE GARANTIES OF WAARBORGEN, IN HET GEVAL DAT DE ABONNEE ENIGE DELIVERABLES WIJZIGT OP EEN WIJZE DIE NIET DOOR ZENDESK IS AANGEGEVEN. ZENDESK GARANDEERT NIET DAT DE TOEGANG VAN DE ABONNEE OF DERDEN TOT OF HET GEBRUIK VAN DE DELIVERABLES ONONDERBROKEN OF FOUTLOOS ZAL ZIJN, OF DAT HET ZAL VOLDOEN AAN BEPAALDE CRITERIA VOOR PRESTATIES OF KWALITEIT. VERDER WIJST ZENDESK UITDRUKKELIJK ELKE VERANTWOORDELIJKHEID AF OM ENIGE DELIVERABLE TE ONDERSTEUNEN OF TE ONDERHOUDEN EN ZIJ ZAL DIT NIET DOEN TENZIJ ANDERS OVEREENGEKOMEN DOOR DE PARTIJEN. DEZE AFWIJZING VAN GARANTIE EN AANSPRAKELIJKHEID WORDT UITDRUKKELIJK GEDAAN IN AANVULLING OP ALLE AFWIJZINGEN DIE DOOR ZENDESK OF AAN HAAR GELIEERDE ONDERNEMINGEN ONDER DE OVEREENKOMST WORDEN GEDAAN MET BETREKKING TOT DE DIENSTEN, ZOALS VAN TOEPASSING OP DE ABONNEE EN HET GEBRUIK VAN DE DIENSTEN DOOR EEN DERDE PARTIJ.

7. Rechten op Deliverables; Eigenaarschap.

7.1 De Partijen komen hierbij overeen dat de gespecificeerde Professionele Diensten die op grond van een SOW of Bestelformulier moeten worden voltooid, voornamelijk betrekking hebben op de configuratie van het abonnement van de Abonnee op een Dienst en de integratie van gegevens van de Abonnee met en in een of meer Diensten, en dat de Deliverables derhalve zonder een actief abonnement op een Dienst niet bruikbaar zijn. Tussen de Partijen is Zendesk de enige en exclusieve eigenaar van alle rechten, aanspraken en belangen in de Deliverables, met inbegrip van alle afgeleide producten, verbeteringen en wijzigingen daarvan; en de Abonnee doet hierbij alle overdrachten die nodig zijn om het voornoemde eigendomsrecht te verwezenlijken. Onverminderd de voorwaarden en bepalingen hiervan verleent Zendesk de Abonnee een niet-exclusieve, niet-overdraagbare, niet voor sublicentie vatbare licentie voor het gebruik van de Deliverables, uitsluitend in verband met het toegestane gebruik van de Diensten door de Abonnee.

7.2 Een "Bijdrage van de Abonnee" is broncode die door de Abonnee is gemaakt in verband met de Professionele Diensten en die specifiek in een SOW wordt omschreven. De Abonnee en Zendesk komen overeen dat de Abonnee het eigendomsrecht behoudt op de Bijdragen van de Abonnee, en de Abonnee verleent Zendesk hierbij een niet-exclusieve licentie om de Bijdragen van de Abonnee te gebruiken en aan te wenden voor de uitvoering van de Professionele Diensten en Diensten.

8. Open Source. Zendesk may incorporate open source materials into any Deliverable. Zendesk stelt de Abonnee op de hoogte dat het dergelijke opensource-software verstrekt bij of voorafgaand aan de levering en Zendesk vermijdt het verstrekken van opensource-materiaal dat wordt beheerst door een zogenaamde “copyleftlicentie” die de Abonnee zou verplichten om bekendmaking, verspreiding of beschikbaarstelling van bedrijfseigen software van de Abonnee toe te staan als de Abonnee de Deliverables gebruikt zoals hieronder toegestaan. Alle opensource-materiaal dat worden verstrekt door Zendesk wordt in licentie gegeven aan de Abonnee in overeenstemming met de voorwaarden van de toepasselijke opensource-licentie en niet deze Overeenkomst.

Danish - Dansk

Vilkår og betingelser for professionelle tjenester

Hvis abonnenten hyrer Zendesk til leveringen af professionelle tjenester:

1. Omfang og ansættelse. Zendesk hereby agrees to provide the professional services (including any training and implementation services) (collectively, “Professional Services”) indicated on any mutually agreed upon and executed Statement of Work (“SOW”) or other written document (such as a “Description of Professional Services” on an Order Form) in exchange for the fees set forth therein (“Professional Services Fees”). Enhver arbejdsbeskrivelse eller andet skriftligt dokument skal beskrive omfanget, gebyrerne, arten og andre relevante egenskaber ved eventuelle tjenester, der leveres af Zendesk til abonnenten som en del af de professionelle tjenester, som er underlagt vilkårene i aftalen. Zendesk er ikke forpligtet til at udføre nogen professionelle tjenester, før begge parter gensidigt har aftalt og underskrevet en arbejdsbeskrivelse eller ordreformular med hensyn til sådanne professionelle tjenester.

2. Udførelse og accept af professionelle tjenester.

2.1 Zendesk og abonnenten indvilliger i at samarbejde i god tro for at opnå en tilfredsstillende gennemførelse af de professionelle tjenester på en rettidig og professionel måde.

2.2 Zendesk vil udføre de professionelle tjenester gennem kvalificerede medarbejdere og/eller ikke-ansatte kontrahenter hos Zendesk (“underleverandører” og sammen med Zendesks medarbejdere i forbindelse med disse supplerende vilkår, benævnt “professionelt tjenestepersonale”).

2.3 Abonnenten indvilliger i at yde rettidig og passende assistance uden beregning for Zendesk, samt andre ressourcer, der med rimelighed anmodes om af Zendesk for at muliggøre udførelsen af de professionelle tjenester (samlet benævnt “assistance”). Zendesk, herunder dets underleverandører, er ikke erstatningsansvarlige for mangler i udførelsen af professionelle tjenester, i det omfang en sådan mangel skyldes abonnentens handlinger eller undladelser, herunder, men ikke begrænset til, abonnentens undladelse af at yde assistance som påkrævet herunder.

2.4 Ved udførelse af de professionelle tjenester vil Zendesk bruge professionelt tjenestepersonale, som Zendesk anser for nødvendigt for at udføre de professionelle tjenester eller enhver del heraf. Abonnenten kan gøre indsigelse mod Zendesks brug af en underleverandør ved at angive sin rimelige indsigelse over for Zendesk, og i så fald skal parterne samarbejde i god tro om at udpege andet professionelt tjenestepersonale til at udføre sådanne professionelle tjenester. Zendesk kan erstatte professionelt tjenestepersonale under dets normale forretningsgang, forudsat at Zendesk er ansvarlig for udførelsen af professionelle tjenester af alt professionelt tjenestepersonale.

2.5 Zendesk styrer metoden og måden til at udføre alt arbejde, der er nødvendigt for fuldførelse af professionelle tjenester, herunder men ikke begrænset til overvågning og kontrol af eventuelt professionelt tjenestepersonale, der udfører professionelle tjenester. Zendesk opretholder et sådant antal kvalificerede professionelle tjenestemedarbejdere og passende faciliteter og andre ressourcer, der er tilstrækkelige til at opfylde Zendesks forpligtelser i henhold til aftalen i overensstemmelse med dens vilkår.

2.6 Leverancer (som defineret i en arbejdsbeskrivelse) skal anses for accepteret af abonnenten i overensstemmelse med vilkårene i den gældende arbejdsbeskrivelse eller ordreformular.

3. Ændringsordrer. After execution of a SOW or Order Form, the Professional Services to be provided under that SOW or Order Form may only be changed through a change order mutually executed by the Parties (“Change Order”).

4. Konsulentgebyrer. Subscriber will pay Zendesk the Consulting Fees as detailed or described in an Order Form or SOW.

5. Parternes forhold. Zendesk is an independent contractor and will maintain complete control of and responsibility for its Professional Services Personnel, methods and operations in providing the Professional Services. Zendesk vil aldrig fremstå som agent, datterselskab eller tilknyttet selskab til abonnenten til noget formål, herunder rapportering til eventuel statslig myndighed. Aftalen skal ikke fortolkes således, at den opretter et partnerskab, andet joint venture eller foretagende, eller eventuelt agenturforhold mellem parterne, og ingen af parterne er erstatningsansvarlige for eventuel erklæring, handling eller udeladelse af den anden part eller har beføjelse til kontraktmæssigt at binde den anden part. Eventuelle konsulentgebyrer, udgifter eller andre beløb betalt af abonnenten til Zendesk herunder skal ikke betragtes som løn med henblik på pensions- eller lønbeskatningsformål, og hverken Zendesk eller dets professionelle tjenestepersonale er berettiget til eventuelle frynsegoder, herunder syge- eller feriepenge eller andre supplerende ydelser fra abonnenten, medmindre andet er påkrævet ved lov. Abonnenten er ikke ansvarlig for at fratrække eller tilbageholde skatter, arbejdsløshedsbidrag, socialsikringsbidrag eller andre sådanne udgifter fra konsulentgebyrerne eller udgifterne, der er betalt for professionelle tjenester, medmindre andet er påkrævet ved lov.

6. Warranties.

6.1 Zendesk erklærer og garanterer hermed, at:

(a) de professionelle tjenester, der leveres i medfør af aftalen, vil blive udført på en rettidig og professionel måde af Zendesk og dets professionelle tjenestepersonale i overensstemmelse med generelt accepterede branchestandarder; forudsat at abonnentens eneste og eksklusive retsmiddel for eventuelt brud på denne garanti vil være, efter Zendesks valg, genudførelse af de professionelle tjenester eller opsigelse af den gældende arbejdsbeskrivelse og tilbagebetaling af den del af konsulentgebyrerne, som abonnenten har betalt til Zendesk for den uoverensstemmende del af de professionelle tjenester, og

(b) den har ingen kontraktlige eller andre begrænsninger eller forpligtelser, som er uforenelige med udførelsen af aftalen, eller som, efter bedste overbevisning, vil forstyrre dens udførelse af de professionelle tjenester.

6.2 Parterne aftaler hermed, at: UNDTAGEN SOM SPECIFIKT ANGIVET I AFSNIT 6.1 OVENFOR, LEVERES ALLE PROFESSIONELLE TJENESTER OG LEVERANCER TIL ABONNENTEN “SOM DE ER OG FOREFINDES”, OG ZENDESK GIVER INGEN GARANTIER, HVERKEN UDTRYKKELIGE ELLER STILTIENDE, OG FREMSÆTTER INGEN ERKLÆRINGER TIL ABONNENTEN ELLER EVENTUEL TREDJEPART, VEDRØRENDE ANVENDELIGHEDEN, TILSTANDEN, DRIFTEN ELLER EGNETHEDEN DERAF, OG ZENDESK FRASKRIVER SIG UDTRYKKELIGT ALLE GARANTIER VEDRØRENDE PROFESSIONELLE TJENESTER OG LEVERANCER, HERUNDER UDEN BEGRÆNSNING, DE STILTIENDE GARANTIER FOR SALGBARHED, ADKOMST, EGNETHED TIL ET BESTEMT FORMÅL, IKKE-KRÆNKELSE, SIKKERHED ELLER NØJAGTIGHED. ZENDESK ER IKKE ANSVARLIG, VED LOV ELLER PÅ ANDEN MÅDE, FOR EVENTUEL LEVERANCE PÅ TRODS AF EVENTUELLE ANDRE GARANTIER, I TILFÆLDE AF, AT ABONNENTEN ÆNDRER EVENTUELLE LEVERANCER PÅ EN MÅDE, SOM IKKE ER ANVIST AF ZENDESK. ZENDESK GARANTERER IKKE, AT ABONNENTEN ELLER EVENTUEL TREDJEPARTS ADGANG TIL ELLER BRUG AF LEVERANCERNE VIL VÆRE UAFBRUDT ELLER FEJLFRI, ELLER AT DEN VIL OPFYLDE EVENTUELLE SÆRLIGE KRITERIER FOR YDEEVNE ELLER KVALITET. ZENDESK FRASKRIVER SIG ENDVIDERE UDTRYKKELIGT EVENTUELT ANSVAR FOR AT YDE SUPPORT TIL ELLER VEDLIGEHOLDELSE AF EVENTUEL LEVERANCE, OG VIL IKKE GØRE DET, MEDMINDRE ANDET AFTALES AF PARTERNE. DENNE GARANTI- OG ANSVARSFRASKRIVELSE OPRETTES UDTRYKKELIGT I TILLÆG TIL EVENTUELLE FRASKRIVELSER OPRETTET AF ZENDESK ELLER DENNES TILKNYTTEDE SELSKABER I HENHOLD TIL AFTALEN MED HENSYN TIL TJENESTERNE SOM RELEVANT FOR ABONNENTEN OG EVENTUEL TREDJEPARTS BRUG AF TJENESTERNE.

7. Rettigheder til leverancer; Ejerskab.

7.1 Parterne aftaler hermed, at de angivne professionelle tjenester, der skal gennemføres i henhold til eventuel arbejdsbeskrivelse eller ordreformular, primært involverer konfigurationen af abonnentens abonnement på en tjeneste og integration af abonnentoplysninger med og i én eller flere tjenester, og derfor er leverancerne ikke funktionelle uden et aktivt abonnement på en tjeneste. I forholdet mellem parterne er Zendesk udelukkende og eksklusivt ejeren af alle rettigheder, adkomst og interesser i leverancerne, herunder alle afledte produkter, forbedringer og ændringer deraf, og abonnenten foretager hermed alle overdragelser, der er nødvendige for at opnå det foregående ejerskab. I henhold til vilkårene og betingelserne heri giver Zendesk abonnenten en ikke-eksklusiv, ikke-overdragelig, ikke-underlicenserbar licens til at bruge leverancerne udelukkende i forbindelse med abonnentens tilladte brug af tjenesterne.

7.2 Et “abonnentbidrag” er kildekode, der er oprettet af abonnenten i forbindelse med de professionelle tjenester og er specifikt identificeret i en arbejdsbeskrivelse. Abonnenten og Zendesk aftaler, at abonnenten bevarer adkomst til abonnentbidrag, og abonnenten giver hermed Zendesk en ikke-eksklusiv licens til at bruge abonnentbidragene til udførelsen af de professionelle tjenester og tjenester.

8. Open Source. Zendesk may incorporate open source materials into any Deliverable. Zendesk underretter abonnenten om, at den leverer en sådan open source-software ved eller før levering, og Zendesk skal undgå at levere open source-materialer, der er underlagt en såkaldt “copyleft-licens”, som ville kræve, at abonnenten tillader enhver videregivelse, distribution eller tilrådighedsstillelse af abonnentens ejendomsretligt beskyttede software, hvis abonnenten bruger leverancerne som tilladt herunder. Eventuelt open source-materiale leveret af Zendesk licenseres til abonnenten i medfør af vilkårene i den gældende open source-licens og ikke denne aftale.

Swedish - Svenska

Villkor för professionella tjänster

Om abonnenten anlitar Zendesk för tillhandahållandet av professionella tjänster:

1. Omfattning och bibehållande. Zendesk hereby agrees to provide the professional services (including any training and implementation services) (collectively, “Professional Services”) indicated on any mutually agreed upon and executed Statement of Work (“SOW”) or other written document (such as a “Description of Professional Services” on an Order Form) in exchange for the fees set forth therein (“Professional Services Fees”). Alla SOW eller andra skriftliga dokument ska beskriva omfattningen, avgifterna, arten och andra relevanta egenskaper för tjänsterna som Zendesk tillhandahåller abonnenten som en del av de professionella tjänsterna, vilka ska styras av villkoren i avtalet. Zendesk ska inte vara skyldig att utföra några professionella tjänster förrän båda parter har samtyckt till och verkställt en SOW eller tjänsteorder med avseende på sådana professionella tjänster.

2. Utförande och godtagande av professionella tjänster.

2.1 Zendesk och abonnenten samtycker till att samarbeta i god tro för att uppnå ett tillfredsställande slutförande av de professionella tjänsterna på ett snabbt och professionellt sätt.

2.2 Zendesk kommer att utföra de professionella tjänsterna med Zendesks kvalificerade anställda och/eller icke-anställda leverantörer ("underleverantörer" och med Zendesks anställda för syftet med dessa tilläggsvillkor, "professionell tjänstepersonal").

2.3 Abonnenten samtycker till att tillhandahålla, utan kostnad för Zendesk, snabb och adekvat assistans och andra resurser som rimligen begärs av Zendesk för att möjliggöra utförandet av de professionella tjänsterna (gemensamt "Assistans"). Zendesk, inklusive dess underleverantörer, kommer inte att hållas ansvarigt för några brister i utförandet av professionella tjänster i den mån sådan brist är ett resultat av abonnentens handlingar eller försummelser, inklusive men inte begränsat till, abonnentens underlåtenhet att tillhandahålla assistans enligt vad som krävs nedan.

2.4 När Zendesk utför de professionella tjänsterna kommer Zendesk att använda professionell servicepersonal som den anser vara nödvändig för att utföra de professionella tjänsterna eller någon del därav. Abonnenten kan invända mot Zendesks användning av en underleverantör genom att ange sin rimliga invändning mot Zendesk, i vilket fall parterna kommer att samarbeta i god tro för att utse annan professionell servicepersonal att utföra sådana professionella tjänster. Zendesk kan ersätta professionell servicepersonal i sin normala verksamhet förutsatt att Zendesk kommer att ansvara för utförandet av professionella tjänster av all professionell servicepersonal.

2.5 Zendesk kommer att styra metoden och sättet som allt arbete utförs på som är nödvändigt för att slutföra de professionella tjänsterna, inklusive men inte begränsat till, övervakning och kontroll av all professionell servicepersonal som utför de professionella tjänsterna. Zendesk kommer att upprätthålla ett antal kvalificerad professionell tjänstepersonal och lämpliga anläggningar samt andra nödvändiga resurser för att utföra Zendesks förpliktelser enligt avtalet i enlighet med dess villkor.

2.6 Leveranser (enligt definitionen i en SOW) ska anses godtagna av abonnenten i enlighet med villkoren i tillämplig SOW eller tjänsteorder.

3. Ändringsordrar. After execution of a SOW or Order Form, the Professional Services to be provided under that SOW or Order Form may only be changed through a change order mutually executed by the Parties (“Change Order”).

4. Konsultavgifter. Subscriber will pay Zendesk the Consulting Fees as detailed or described in an Order Form or SOW.

5. Parternas relation. Zendesk is an independent contractor and will maintain complete control of and responsibility for its Professional Services Personnel, methods and operations in providing the Professional Services. Zendesk kommer aldrig att framstå som agent, dotterbolag eller närstående bolag till abonnenten i något syfte, inklusive rapportering till någon statlig myndighet. Avtalet ska inte tolkas som att det skapar ett partnerskap, annat samriskföretag eller åtagande eller någon ombudsrelation mellan parterna och ingen av parterna ska bli ansvarig för någon framställning, handling eller underlåtenhet från den andra parten eller har befogenhet att avtalsmässigt binda den andra parten. Eventuella konsultarvoden, utgifter eller andra belopp som betalas av en abonnent till Zendesk nedan ska inte betraktas som lön för pensions- eller löneskatteändamål och varken Zendesk eller dess professionella servicepersonal ska ha rätt till några förmåner, inklusive sjuk- eller semesterersättning, eller andra tilläggsförmåner från abonnenten, om inte annat krävs enligt lag. Abonnenten ska inte ansvara för att dra av eller hålla inne från konsultarvoden eller utgifter som betalats för professionella tjänster några skatter, arbetslöshet, sociala avgifter eller andra sådana kostnader om inte annat krävs enligt lag.

6. Warranties.

6.1 Zendesk intygar och garanterar härmed att:

(a) de professionella tjänsterna som tillhandahålls i enlighet med avtalet kommer att utföras tidsenligt och professionellt av Zendesk och dess professionella servicepersonal, i enlighet med allmänt godkända branschstandarder; förutsatt att abonnentens enda och exklusiva gottgörelse för eventuella brott mot denna garanti kommer att vara, efter Zendesks val, återutförande av de professionella tjänsterna eller uppsägning av tillämplig SOW och återlämnande av den del av konsultavgifterna som abonnenten betalat till Zendesk för den bristande delen av de överenskomna professionella tjänsterna; och

(b) företaget inte är under några avtalsenliga eller andra restriktioner eller skyldigheter som är oförenliga med verkställandet av avtalet, eller såvitt vi vet, kommer att störa dess utförande av de professionella tjänsterna.

6.2 Parterna samtycker härmed till att: FÖRUTOM VAD SOM SPECIFIKT ANGES OVAN I AVSNITT 6.1 TILLHANDAHÅLLS ALLA PROFESSIONELLA TJÄNSTER OCH LEVERANSER TILL ABONNENTEN "I BEFINTLIGT SKICK" OCH ZENDESK GER INGA GARANTIER, VARE SIG UTTRYCKLIGA ELLER UNDERFÖRSTÅDDA, ELLER NÅGRA UTFÄSTELSER TILL ABONNENTEN ELLER NÅGON TREDJE PART ANGÅENDE ANVÄNDBARHET, SKICK, FUNKTION ELLER LÄMPLIGHET DÄRAV OCH ZENDESK FRÅNSÄGER SIG UTTRYCKLIGEN ALLA GARANTIER AVSEENDE PROFESSIONELLA TJÄNSTER OCH LEVERANSER, INKLUSIVE UTAN BEGRÄNSNING, UNDERFÖRSTÅDDA GARANTIER OM SÄLJBARHET, ÄGANDERÄTT, LÄMPLIGHET FÖR ETT VISST ÄNDAMÅL, ICKE-INTRÅNG, FÖRENLIGHET, SÄKERHET ELLER NOGGRANNHET. ZENDESK ANSVARAR INTE, I LAG ELLER PÅ ANNAT SÄTT, FÖR LEVERANSER TROTS ANDRA GARANTIER ELLER GARANTIER, I HÄNDELSE AV ATT ABONNENTEN ÄNDRAR LEVERANSER PÅ ETT SÄTT SOM INTE ANGIVITS AV ZENDESK. ZENDESK GARANTERAR INTE ATT ABONNENTENS ELLER TREDJE PARTS TILLGÅNG TILL ELLER ANVÄNDNING AV LEVERANSERNA BLIR OAVBRUTEN ELLER FELFRI ELLER ATT DEN KOMMER ATT UPPFYLLA NÅGRA SÄRSKILDA KRITERIER FÖR PRESTANDA ELLER KVALITET. VIDARE FRÅNSÄGER SIG ZENDESK UTTRYCKLIGEN ALLT ANSVAR FÖR ATT STÖDJA ELLER UNDERHÅLLA NÅGON PRODUKT OCH KOMMER INTE ATT GÖRA DET OM INTE ANNAT AVTALATS AV PARTERNA. DENNA GARANTI- OCH ANSVARSFRISKRIVNING GÖRS UTTRYCKLIGEN UTÖVER ALLA FRISKRIVNINGAR FRÅN ZENDESK ODH DESS DOTTERBOLAG ENLIGT AVTALET MED AVSEENDE PÅ TJÄNSTERNA SOM ÄR TILLÄMPLIGA PÅ ABONNENTER OCH TREDJE PARTS ANVÄNDNING AV TJÄNSTERNA.

7. Leveransrättigheter; Ägarskap.

7.1 Parterna samtycker härmed till att de angivna professionella tjänsterna som ska slutföras i enlighet med någon SOW eller tjänsteorder i första hand innefattar konfigurationen av abonnentens abonnemang på en tjänst och integrering av abonnentdata med och in i en eller flera tjänster, och därför är leveranserna oanvändbara utan ett aktivt abonnemang på en tjänst. Mellan parterna ska Zendesk enbart och exklusivt äga alla rättigheter, äganderätter och intressen i leveranserna, inklusive alla derivat, förbättringar och modifieringar därav; och abonnenten gör härmed alla tilldelningar som är nödvändiga för att uppnå det föregående ägandet. I enlighet med villkoren häri ger Zendesk abonnenten en icke-exklusiv, icke-överlåtbar, icke-underlicenserbar licens att använda leveranserna endast i samband med abonnentens tillåtna användning av tjänsterna.

7.2 ”Abonnentens bidrag” är källkod som skapas av abonnenten i samband med de professionella tjänsterna och som specifikt identifieras i en SOW. Abonnenten och Zendesk samtycker till att abonnenten behåller äganderätten till abonnentens bidrag och abonnenten ger Zendesk härmed en icke-exklusiv licens att använda och utöva abonnentens bidrag för att utföra de professionella tjänsterna och tjänsterna.

8. Öppen källkod. Zendesk may incorporate open source materials into any Deliverable. Zendesk kommer att meddela abonnenten att de tillhandahåller sådan programvara med öppen källkod vid eller före leverans och Zendesk kommer undvika att tillhandahålla material med öppen källkod som regleras av en så kallad "copyleft-licens" som skulle kräva att abonnenten tillåter allt avslöjande av, distribuering eller göra någon av abonnentens immateriella programvara tillgänglig om abonnenten använder leveranserna enligt vad som är tillåtet nedan. Allt material med öppen källkod som tillhandahålls av Zendesk licensieras till abonnenten i enlighet med villkoren i tillämplig öppen källkodslicens och inte i detta avtal.

Chinese (Taiwan) - 繁體中文 (台灣) 

專業服務條款與條件

訂閱者如委任 Zendesk 提供專業服務:

1. 範圍與保留。Zendesk hereby agrees to provide the professional services (including any training and implementation services) (collectively, “Professional Services”) indicated on any mutually agreed upon and executed Statement of Work (“SOW”) or other written document (such as a “Description of Professional Services” on an Order Form) in exchange for the fees set forth therein (“Professional Services Fees”). 任何 SOW 或其他書面文件均應針對 Zendensk 向訂閱者提供之專業服務,說明其中任何服務之範圍、費用、性質及其他相關特性,並且應受本協議條款之規範限制。 在雙方當事人相互同意並簽署該等專業服務之 SOW 或訂單前,Zendesk 並無履行任何專業服務之義務。

2. 專業服務的履行與接受。
2.1 Zendesk 與訂閱者同意秉持善意合作,以便能夠以適時且專業方式,令人滿意地完成專業服務。

2.2 Zendesk 應透過符合資格的員工及/或非屬員工的 Zendesk 承包商(下稱「分包商」,並且就補充條款目的,與 Zendesk 的員工統稱為「專業服務人員」)履行專業服務。

2.3 訂閱者對於 Zendesk 合理要求的協助及其他資源(統稱「協助」),同意予以適時適當提供,以便促進專業服務的履行,且 Zendesk 無須支付費用。 對於履行專業服務之任何瑕疵,如係訂閱者之任何作為或不作為所導致者,包括但不限於訂閱者未能提供依本條款所要求之協助,Zendesk(包括其分包商)對此概不承擔任何責任。

2.4 Zendesk 在履行專業服務時,會在其認為有必要時,利用專業服務人員履行專業服務或其任何部分。 訂閱者可透過向 Zendesk 表明其合理拒絕原因,拒絕 Zendesk 使用分包商,而在此情況下,各當事人應秉持善意合作,指派其他專業服務人員履行該等專業服務。 Zendesk 可在其正常業務營運期間,替換其專業服務人員,惟 Zendesk 應對所有專業服務人員履行專業服務情形承擔責任。

2.5 Zendesk 應對於完成專業服務所必要之一切工作內容的履行方式進行管控,包括但不限於對履行專業服務的專業服務人員進行監督與管控。 Zendesk 應依據本協議條款規定,針對其履行本協議所訂義務相關事宜,維護充足數量的合格專業服務人員及適當設施及其他資源。

2.6 應交付事項(按工作說明書所定義)應依據相關工作說明書或訂單表格條款,被視為由訂閱者接受。

 

3. 變更訂單。After execution of a SOW or Order Form, the Professional Services to be provided under that SOW or Order Form may only be changed through a change order mutually executed by the Parties (“Change Order”).

4. 諮詢費。Subscriber will pay Zendesk the Consulting Fees as detailed or described in an Order Form or SOW.

5. 當事人關係。Zendesk is an independent contractor and will maintain complete control of and responsibility for its Professional Services Personnel, methods and operations in providing the Professional Services. Zendesk 概不得基於任何目的(包括向任何政府主管機關進行通報),自稱為訂閱者的代理人、子公司或關係企業。 本協議不得被視為在各當事人間建立合夥關係、其他合資企業關係或任何代理關係,並且任一方當事人概不對另一方當事人的任何聲明、作為或不作為承擔責任,亦無權限簽署任何對另一方當事人具有拘束力的契約。 訂閱者依本協議向 Zendesk 支付之任何諮詢費、開銷或其他金額,不得基於退休金或工資稅目的而被視為薪資,Zendesk 或其專業服務人員亦無權獲得訂閱者的任何附加福利,包括病假或年假、或其他補充福利,但如法律所要求者除外。 訂閱者對專業服務所支付之諮詢費或開支,並無扣除或扣繳任何稅款、失業金、社會福利金或其他開支的責任,但法律規定者除

6. Warranties.

6.1 Zendesk 茲此聲明並保證:

(a) Zendesk 及其專業服務人員,將按照普遍接受的產業標準,以適時且專業方式,依據本協議提供專業服務;惟訂閱者對於任何違反本保證情事之唯一且專屬救濟方式,在經 Zendesk 判定後,應包括重新履行專業服務、或終止相關 SOW 並針對專業服務不符合規定部分,退還訂閱者已向 Zendesk 支付之部分諮詢費;並且

(b) Zendesk 在契約上或其他方面,並無任何與簽署本協議事宜相抵觸之限制或義務,或者就其所知所信,並無任何會干擾其履行專業服務之限制或義務。

6.2 各當事人茲此同意: 除前述第 6.1 節明確規定外,所有專業服務與應交付事項,均以其「現狀」提供,並且 Zendesk 對於其可用性、狀況、操作情形及適合性,概不對訂閱者或任何第三方作任何明示或默示保證或任何聲明,而且 Zendesk 茲明確聲明概不對專業服務與應交付事項作任何保證,包括但不限於適銷性、所有權、符合特定目的、未侵權、相容性、安全性或準確性等默示保證。 訂閱者如以任何非經 ZENDESK 指示方式,修改任何應交付事項者,縱使有其他任何保證,ZENDESK 在法律上或其他方面,概不對任何應交付事項承擔任何責任。 針對訂閱者或任何第三方存取或使用應交付事項是否不會受到中斷、或沒有錯誤、或是否符合效能或品質等特定條件,ZENDESK 概不作任何保證。 此外,ZENDESK 茲明確聲明,對於應交付事項之支援或維護,不承擔任何責任,但經雙方當事人另外同意者除外。 本排除保證及免除責任之聲明,係在 ZENDESK 或其關係企業針對訂閱者所適用之標的服務及任何第三方對標的服務之使用情形,依本協議所為之任何免責聲明外,所額外明確訂立者。

7. 應交付事項權利;所有權
7.1 各當事人茲此同意,依據任何 SOW 或訂單表格所應完成之特定專業服務,主要涉及對訂閱者任一標的服務訂閱情形之配置作業,以及涉及對訂閱者資料與一種或多種標的服務之整合作業,因此,如無標的服務之有效訂閱者,則無法辦理應交付事項。 依各當事人之間約定,Zendesk 應完全且專屬擁有應交付事項之一切權利、所有權及利益,包括其一切衍生、強化及修訂內容;並且訂閱者茲同意辦理為達成前述所有權所必要之一切轉讓事宜。 在符合本協議條款與條件限制下,Zendesk 向訂閱者授予一項非專屬、不可轉讓、不可再授權之許可,使其僅得基於訂閱者對標的服務之許可使用方式,使用應交付事項。

7.2 「訂閱者貢獻內容」係指訂閱者就專業服務相關事宜所建立之原始碼,並且於 SOW 中明確載明者。 訂閱者與 Zendesk 同意,訂閱者保留訂閱者貢獻內容之所有權,並且訂閱者茲此向 Zendesk 授予一項非專屬許可,使其得基於履行專業服務與標的服務,使用並行使訂閱者貢獻內容。

8. 開放原始碼。Zendesk may incorporate open source materials into any Deliverable. Zendesk 應在交付之時或之前,向訂閱者告知其所提供內容包含該等開放原始碼軟體,而且 Zendesk 應避免提供受所謂「著佐權(copyleft)許可」規範之任何開放原始碼材料,因為依這種許可規定,訂閱者如按本協議許可方式,使用應交付事項,則訂閱者必須允許其任何專有軟體之揭露、散佈或提供。 Zendesk 所提供之任何開放原始碼材料,均根據適用的開放原始碼許可條款,向訂閱者授予許可,而非依據本協議辦理。

Chinese (Hong Kong) - 繁體中文 (香港特區) 

專業服務條款及條件

倘訂戶聘用 Zendesk 提供專業服務:

1. 範圍及保留。Zendesk hereby agrees to provide the professional services (including any training and implementation services) (collectively, “Professional Services”) indicated on any mutually agreed upon and executed Statement of Work (“SOW”) or other written document (such as a “Description of Professional Services” on an Order Form) in exchange for the fees set forth therein (“Professional Services Fees”). 任何工作說明書或其他書面文件須列明 Zendesk 作為專業服務之部分向訂戶提供的任何服務的範圍、費用、性質及其他相關特性,而專業服務應受本協議條款規管。 在雙方就有關專業服務共同商定並簽立工作說明書或訂單表格之前,Zendesk 概無義務履行任何專業服務。

2. 專業服務的履行及接受。
2.1 Zendesk 及訂戶同意秉誠合作,以便及時以專業的態度圓滿完成專業服務。

2.2 Zendesk 將透過 Zendesk 的合格僱員及/或非僱員承包商(「分包商」連同 Zendesk 的僱員統稱為「專業服務人員」(就本補充條款而言))履行專業服務。

2.3 訂戶同意免費向 Zendesk 提供 Zendesk 合理要求的及時充分的協助及其他資源,以便履行專業服務(統稱「協助」)。 倘履行專業服務過程的任何瑕疵由訂戶的任何作為或不作為(包括但不限於訂戶未能提供本協議所規定的協助)引致,則 Zendesk(包括其分包商)概不對此承擔責任。

2.4 在履行專業服務的過程中,Zendesk 將任用其認為對履行專業服務或其任何部分而言屬必要的專業服務人員。 訂戶可透過向 Zendesk 指明合理反對理由,反對 Zendesk 任用某一分包商,在該情況下,雙方將秉誠合作委任其他專業服務人員履行有關專業服務。 Zendesk 可在日常業務過程替換專業服務人員,惟 Zendesk 應對所有專業服務人員履行專業服務承擔責任。

2.5 Zendesk 將對完成專業服務所需一切工作的履行方法及方式進行管控,包括但不限於對履行專業服務的任何專業服務人員進行監督及管控。 Zendesk 將根據本協議條款維持足以履行其於本協議項下義務的合格專業服務人員數目及適當設施及其他資源。

2.6 可交付成果(定義見工作說明書)須被視為由訂戶根據適用工作說明書或訂單表格的條款接受。

3. 變更訂單。After execution of a SOW or Order Form, the Professional Services to be provided under that SOW or Order Form may only be changed through a change order mutually executed by the Parties (“Change Order”).

4. 諮詢費。Subscriber will pay Zendesk the Consulting Fees as detailed or described in an Order Form or SOW.

5. 雙方關係。Zendesk is an independent contractor and will maintain complete control of and responsibility for its Professional Services Personnel, methods and operations in providing the Professional Services. Zendesk 絕不會出於任何目的(包括向任何政府當局報告)自稱為訂戶的代理、附屬公司或聯屬公司。 本協議不會構成在雙方之間設立合夥關係、其他合營企業或事業關係,或任何代理關係,且任一方不對另一方的任何聲明、作為或不作為承擔責任,亦無權以合約形式約束另一方。 除非法律另行規定,否則訂戶根據本協議向 Zendesk 支付的任何諮詢費、開支或其他款項,不得就養老金或薪金稅務目的被視為薪資,且 Zendesk 及其專業服務人員均無權獲得訂戶的任何附加福利(包括病假或休假津貼或其他補充福利)。 除非法律另行規定,否則訂戶對專業服務所支付的諮詢費或開支,並無扣減或預扣任何稅費、失業金、社會保障及其他相關開支的責任

6. Warranties.

6.1 Zendesk 茲此陳述及保證:

(a) 根據本協議提供的專業服務將由 Zendesk 及其專業服務人員及時以專業的態度履行,並符合公認行業標準;惟訂戶可對於違反本保證獲得唯一及專屬補救,即在經 Zendesk 選擇後,重新履行專業服務或終止適用工作說明書,並就專業服務不合規部分返還訂戶向 Zendesk 支付的部分諮詢費;及

(b) 其概無與簽立本協議相抵觸,或據其深知,會干擾履行專業服務的合約或其他限制或義務。

6.2 雙方特此同意: 除上文第 6.1 節明確載明外,所有專業服務及可交付成果將按「現狀」向訂戶提供,及 Zendesk 不就其可用性、狀況、運作或適當性向訂戶或任何第三方作出明示或暗示的保證或任何陳述,且 Zendesk 明確聲明對所有有關專業服務及可交付成果的保證免責,包括但不限於對適銷性、所有權、適宜作特定用途、未侵權、兼容性、安全性或準確性的暗示保證。 儘管載有任何其他保證或擔保,倘訂戶未按 Zendesk 指示修改任何可交付成果,則 Zendesk 概不對任何可交付成果承擔法律或其他責任。 對於訂戶或任何第三方存取或使用可交付成果是否不受中斷或沒有錯誤,或是否滿足任何特定的效能或品質標準,Zendesk 不作任何保證。 此外,Zendesk 明確聲明不就任何可交付成果的支援或維護承擔任何責任,但雙方另行議定者除外。 本保證及責任的免責聲明為 Zendesk 或其聯屬公司根據本協議就服務作出的適用於訂戶及任何第三方使用服務的任何免責聲明以外另行明文作出者。

7. 對可交付成果的權利;擁有權。
7.1 雙方特此同意,根據任何工作說明書或訂單表格完成的特定專業服務主要涉及對訂戶訂閱服務進行配置,及將訂戶資料整合至一項或多項服務中,因此若未有效訂閱服務,則無法運行可交付成果。 根據雙方之間的約定,Zendesk 應完全及專屬擁有可交付成果(包括其所有衍生、改良及修訂內容)的所有權利、所有權及權益;及訂戶特此作出為實現上述擁有權所需的所有轉讓。 在本協議的條款及條件的規限下,Zendesk 向訂戶授予一項非專屬、不可轉讓及不可再授權的許可,使訂戶僅可基於對服務的許可使用方式使用可交付成果。

7.2 「訂戶貢獻內容」指訂戶就專業服務創設並於工作說明書中明確指明的源代碼。 訂戶及 Zendesk 同意,訂戶對訂戶貢獻內容保留所有權,且訂戶特此授予 Zendesk 使用及行使訂戶貢獻以履行專業服務及服務的非專屬許可。

8. 開源。Zendesk may incorporate open source materials into any Deliverable. 倘 Zendesk 提供該開源開源軟件,則其會在交付之時或之前告知訂戶,且 Zendesk 將避免提供受所謂「公共版權 (copyleft) 許可」規管的任何開源材料,該許可規定如訂戶按本協議許可使用可交付成果,則訂戶須准許其任何專有軟件的披露、散佈或提供。 Zendesk 提供的任何開源軟件材料乃根據適用開源軟件許可證而非本協議的條款向訂戶授予許可。

Edited Oct 28, 2024 · Bruno Ayub Prata

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