This article describes the terms for using Zendesk licences via Available.
About licences
Licences give access to Zendesk products via the Available platform. Each licence is linked to a specific agent and a particular Zendesk instance. The licences give access to the products and features included in the chosen package. For further information about Zendesk's terms, see Zendesk's Main Services Agreement.
Licence types and products
We offer the following licence packages:
- Support - A basic support solution with ticket handling and customer service tools
-
Suite - A complete package with Support, Chat, Talk and Knowledge
- Suite Team
- Suite Growth
- Suite Professional
- Suite Enterprise
The packages can be supplemented with add-on modules such as Advanced AI, Co-Pilot, WFM and QA.
Licence period and renewal
Licences are valid for the agreed period (typically 12 months). Licences must be renewed no later than 30 days before the end of the licence period. Available will send a renewal invoice 30 days before the end of the licence period. If renewal does not take place within this period, the licence may expire.
Payment and invoicing
Payment for licences is made in advance of the licence period. All prices are exclusive of VAT and other required taxes. Available reserves the right to adjust prices on renewal, with notice at least 30 days before the renewal date.
Use and compliance
Licence holders must comply with the following rules:
- Licences may only be used by the assigned agent
- Shared agent accounts are not permitted
- The user must comply with Zendesk's Acceptable Use Policy
- All data protection rules and GDPR requirements must be complied with
- The user is responsible for ensuring that all agents comply with the licence terms
Changes and termination
Changes in the number of licences can be made with 30 days' notice. Termination must be done in writing at least 30 days before the renewal date. Prepaid licences are not refunded on early termination.
Support and service
Support is provided in accordance with the associated service agreement. Licence holders have access to Zendesk's standard support channels, including:
- Online documentation and guides
- The community forum
- Support via email and chat
- Dedicated support via Available (according to the service agreement)
Service Level
Zendesk's service level agreement (SLA) applies to the licences. Available provides support in accordance with the associated service agreement. Specifically:
- System availability: 99.9% during working hours
- Support response: In accordance with Zendesk's SLA for the chosen licence package
- Updates: Scheduled maintenance outside working hours with notice
- Backup: Daily backup of customer data
Confidentiality and Data Protection
Available and the customer undertake to:
- Treat all information confidentially
- Implement appropriate technical and organisational security measures
- Comply with applicable data protection legislation, including the GDPR
- Only use information for purposes that are necessary to deliver the service
- Inform of any data breaches
Arbitration and Dispute Resolution
Any disputes must be resolved in the following order:
- Direct dialogue between the parties' contact persons
- A meeting between the parties' managers
- Mediation through an independent mediator
- 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 licences 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 Zendesk or third parties
Contact
If you have questions about the licence terms, you can contact us at rasmus@available.dk.