Skip to main content

Service agreement terms

Updated

This article describes our terms for service agreements, including the Fair Usage Policy and service levels.

About the service agreement

A service agreement gives you access to our dedicated support team consisting of experts in Zendesk and customer service. The agreement ensures that you have a reliable partner to help with both day-to-day support tasks and strategic initiatives.

Fair Use Policy

The customer agrees to comply with the Fair Usage Policy as described in this agreement. The agreement does not include the development of apps or integrations for Zendesk or the design of a new help center.

Normal use

We define normal use as requests that are necessary to maintain and optimise your Zendesk solution. The limit for reasonable use scales with the number of licences the customer holds. More licences mean that you have a higher limit for what is considered normal use.

Excessive use

Excessive usage patterns that significantly exceed normal use and negatively affect the service levels for other customers may trigger a review. In that case, we will contact you to find a solution that ensures that all our customers have fair access to our resources.

Additional charges

If a higher threshold is required for longer periods, or if tasks need to be carried out that are not covered by the service contract, an additional charge is added to the invoice. As a general rule, all hours are billed at DKK 1,295.00 plus VAT. This hourly rate applies up to and including 31/12 of the current year. The price is index-adjusted by a minimum of 2% each year in January.

Included services

Our service agreement includes the following services:

  • A dedicated support manager
  • Priority support (4-hour response)
  • Proactive advice
  • Continuous optimisation
  • Dedicated onboarding of new agents
  • Customer success workshops
  • Quarterly strategic reviews
  • Regular training sessions
  • Access to expert knowledge
  • Early access to new features
  • Monthly performance reports

Services not included

The following services are not included in the service agreement:

  • The development of new apps or integrations
  • The design of a new help center
  • Extensive restructuring of existing automations
  • The implementation of new products or features
  • The development of new workflows or processes

Additional benefits with a 3-year agreement

By entering into a 3-year agreement, you can obtain a number of additional benefits:

  • Setup and implementation of a standard Zendesk solution
  • WFM/QA setup
  • Included development pool: 1 hour per year per licence, which can be used for e.g.:
    • The development of apps or integrations
    • Customisation of Help Center templates (HTML, CSS, JavaScript)
    • The development of custom Help Center templates
    • Code changes in existing apps or scripts
    • Extensions of API-based features and automations
    • Data migrations or conversion scripts
    • The setup and customisation of webhooks and event-based integrations

Licence-dependent price and scope

The price and scope of the service agreement are directly linked to the number of active Zendesk licences in your organisation. This means:

  • The price is calculated per active Zendesk licence
  • The scope of included services scales with the number of licences
  • When the number of licences changes, the price and scope of the service agreement are adjusted accordingly
  • Changes in the number of licences automatically result in an update of the service agreement from the date on which the licence change takes effect

It is the customer's responsibility to inform us of changes in the number of licences. We reserve the right to reassess the scope and price of the service agreement in the event of significant changes in the number of licences.

Minimum licence requirement

In order to enter into a service agreement, your organisation is required to have a minimum of 10 active Zendesk licences. This requirement ensures that we can deliver an efficient and cost-effective service agreement that provides value for both parties.

If your number of licences falls below 10 licences during the term of the service agreement, we will contact you to discuss possible solutions. In some cases, it may be necessary to adjust the scope or price of the service agreement, or, in extreme cases, to terminate the agreement.

Commitment and termination

The service agreement is binding for the chosen period (1 or 3 years). The agreement can only be terminated at the end of the commitment period with 3 months' written notice. On termination of a service agreement, the following applies:

  • Prepaid amounts are not refunded on termination
  • On termination before the end of the commitment period, a fee corresponding to the remaining commitment period is charged
  • All outstanding invoices must be paid, regardless of the time of termination

If the customer ceases to have Zendesk licences, the service agreement automatically terminates on the expiry of the existing Zendesk licences. Amounts already invoiced are not refunded on the termination of the service agreement due to a lack of Zendesk licences.

On transition to a new service agreement (e.g. from a 1-year to a 3-year agreement) or on a change in the number of licences, the new agreement will take effect from the date on which the change is confirmed. No refund is given for the remaining period of the original agreement.

Service Level Agreement (SLA)

We endeavour to meet the following service levels:

  • Response time: 4 hours during working hours
  • Resolution time: 24 hours for critical problems, 48 hours for ordinary problems
  • System availability: 99.9% during working hours
  • Scheduled maintenance: Only outside working hours with 7 days' notice

Confidentiality and Data Protection

Available undertakes to:

  • Treat all customer information confidentially
  • Implement appropriate technical and organisational security measures
  • Comply with applicable data protection legislation, including the GDPR
  • Only use customer information for purposes that are necessary to deliver the agreed services
  • Inform the customer of any data breaches

Arbitration and Dispute Resolution

Any disputes must be resolved in the following order:

  1. Direct dialogue between the parties' contact persons
  2. A meeting between the parties' managers
  3. Mediation through an independent mediator
  4. Arbitration in Copenhagen under Danish law

The language of the arbitration is Danish. The arbitration award is final and binding on both parties.

Limitation of Liability

Available's total liability towards the customer is limited to:

  • Direct damage up to the amount the customer has paid for the service in the last 12 months
  • No liability for indirect damage, including lost profit or business
  • No liability for damage caused by the customer's own negligence
  • No liability for damage caused by third parties

Contact

If you have questions about the service agreement terms, you can contact us at rasmus@available.dk.

Powered by Zendesk