1. DEFINIÇÕES

Os termos a seguir têm os seguintes significados quando apresentados neste Acordo com a primeira letra maiúscula, além dos termos definidos em outra parte deste Acordo:

Conta: representa quaisquer contas ou instâncias criadas por ou em nome do Assinante, ou seus Agentes nos Serviços.

Additional Feature(s): means additional features or functionality (including, but not limited to, Our API or SDK, Built by Zendesk Marketplace Applications, Zendesk Lab apps, Early Access Programs, or Beta Services) that are available or enabled through the Service, but do not form part of the Service. Additional Features are purchased or enabled separately and distinctly from Your Service Plan and Deployed Associated Services.

Afiliada: significa, com relação a uma Parte, qualquer entidade que controle direta ou indiretamente, seja controlada por ou esteja sob controle comum com tal Parte, no qual “controla” (incluindo os termos “controlado por” e “sob controle comum” com significado correlativo) significa obter, direta ou indiretamente, o poder de dirigir ou realizar a direção da administração e das políticas de tal pessoa, seja por meio da propriedade de títulos com direito a voto, por contrato ou por outra forma.

Agent: means an individual (including those of Your Affiliates) authorized to use the Service(s) through Your Account as an agent and/or administrator as identified through a unique login.

Agreement: means the Master Subscription Agreement together with any and all Supplemental Terms, Order Forms (as defined below), other ordering documents such as a Statement Of Work (“SOW”), Business Associate Agreement (“BAA”), and Data Processing Agreement (“DPA”) (each, where applicable) along with the Zendesk Privacy Policy located on Our Site.

Applicable Data Protection Law: means the following data protection law(s): (i) where You (acting as Data Controller or Data Processor as defined under the GDPR) are established in an European Economic Area (“EEA”) member state or where Your Agents or End-Users access the Services from an EEA member state the EU Regulation 2016/679 entitled “On the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation or GDPR)” and any applicable national laws made under it; and (ii) where You are established in Switzerland, the Swiss Federal Act of 19 June 1992 on Data Protection (as may be amended or superseded).

API: é o aplicativo de interfaces de programação desenvolvido e ativado pela Zendesk, o qual permite aos Assinantes o acesso a determinada funcionalidade fornecida pelos Serviços, incluindo, sem limitação, o REST API que possibilita a interação automática com os Serviços por meio de solicitações HTTP e do desenvolvimento do aplicativo API, que permite a integração dos Serviços com outros aplicativos da Web.

Associated Services: means products, services, features and functionality designed to be used in conjunction with the Services but are not included in the Service Plan to which You subscribe. For avoidance of doubt, Additional Features that are expressly stated to be governed by separate Supplemental Terms shall not be deemed an Associated Service.

Serviços Beta: representam um produto, serviços ou funcionalidade fornecidos pela Zendesk que venham a ser disponibilizados a Você para teste, a sua escolha, sem custo adicional e claramente denominados como beta, piloto, versão limitada, não fabricado, acesso antecipado, avaliação ou por descrição semelhante.

Built by Zendesk Marketplace Applications: means integrations and applications created or developed by Zendesk or its Affiliates and made available in the Zendesk marketplace (available at https://www.zendesk.com/apps) which will be governed by this Agreement unless Zendesk otherwise communicates a different agreement to You at the time of Your deployment of or access to the integration or application.

Confidential Information: means all information disclosed by You to Zendesk or by Zendesk to You which is in tangible form and labeled “confidential” (or with a similar legend) or is information, regardless of form, which a reasonable person would understand to be confidential given the nature of the information and circumstances of disclosure, including, but not limited to, information relating to Zendesk’s security policies and procedures. For purposes of this Agreement, this Agreement as well as Service Data shall be deemed Confidential Information. Notwithstanding the foregoing, Confidential Information shall not include information that (a) was already known to the receiving Party at the time of disclosure by the disclosing Party; (b) was or is obtained by the receiving Party from a third party not known by the receiving Party to be under an obligation of confidentiality with respect to such information; (c) is or becomes generally available to the public other than by violation of this Agreement or another valid agreement between the Parties; or (d) was or is independently developed by the receiving Party without the use of the disclosing Party’s Confidential Information.

Serviços de Consultoria: são os serviços profissionais de consultoria (incluindo quaisquer serviços de treinamento, sucesso ou implementação) fornecidos pela Zendesk ou por seus subcontratados autorizados, como indicado no Formulário de Pedido ou outro documento escrito, como uma SOW.

Documentação: significa qualquer documentação eletrônica ou escrita, imagens, vídeo, texto ou áudios que especifiquem as funcionalidades dos Serviços ou que descrevam como aplicáveis os Planos de Serviço fornecidos ou disponibilizados pela Zendesk a Você nos centros de suporte aplicáveis. Contudo, essa Documentação deve excluir, especificamente, todos os fóruns “ponderados pela comunidade” conforme previstos ou acessíveis por meio dessas bases de conhecimento.

End-User: means any person or entity other than Subscriber or Agents with whom Subscriber or its Agents interact while using a Service.

Order Form: means any of Our generated service order forms executed or approved by You with respect to Your subscription to a Service, which may detail, among other things, the number of Agents authorized to use a Service under Your subscription and the Service Plan applicable to Your subscription.

Agente de Pagamento: trata-se da Zendesk Inc. ou um agente de pagamento designado pela Zendesk. Por exemplo, caso Você escolha pagar por um Serviço através de um cartão de crédito ou por meio de outras formas de pagamento em uma moeda diferente do dólar americano, a Zendesk pode designar o Agente de Pagamento como a Zendesk International Limited, uma corporação organizada sob as leis da Irlanda, Número de Registro 519184.

Personal Data: means any information relating to an identified or identifiable natural person (‘data subject’); an identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, an online identifier or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that natural person.

Quadro de funcionários: são os funcionários e/ou prestadores de serviço e contratados pelo Grupo Zendesk vinculados ao Grupo Zendesk em conexão com o desempenho de acordo com o abaixo.

Processing/to Process/Processed: means any operation or set of operations which is performed on personal data or on sets of personal data, whether or not by automated means, such as collection, recording, organisation, structuring, storage, adaptation or alteration, retrieval, consultation, use, disclosure by transmission, dissemination or otherwise making available, alignment or combination, restriction, erasure or destruction.

Serviço(s): significa os produtos e serviços que você está pedindo on-line através de um link ou através de um Formulário de Pedido que faz referência a este Acordo, seja de forma experimental ou paga, e disponibilizado on-line por nós, através do link de login do assinante aplicável, bem como Outras páginas da web designadas por nós, incluindo, individual e coletivamente, o Software, atualizações, API, documentação e todos os Serviços Associados aplicáveis que você comprou ou implantou ou aos quais você se inscreveu (“Serviços Associados Destacados”) fornecidos sob este acordo. Os “Serviços” excluem (i) os Serviços de Terceiros, uma vez que esse termo é definido neste Acordo, e (ii) quaisquer Recursos Adicionais ou Serviços Associados que não são fornecidos sob este Contrato ou Plano de Serviço. De vez em quando, os nomes e descrições dos Serviços ou de qualquer Serviço individual podem ser alterados. Na medida em que é fornecido ao Assinante o acesso a tal Serviço conforme descrito em virtude de um Formulário de Pedido anterior ou outra aceitação prévia deste Acordo, esse será considerado como se aplicado a tal Serviço, assim como recentemente nomeado ou descrito.

Service Data: means electronic data, text, messages, communications or other materials submitted to and stored within a Service by You, Agents and End-Users in connection with Your use of such Service, which may include, without limitation, Personal Data (but shall not include the Personal Data of Your Agents in the context of Account Information as described in the Privacy Policy).

Service Plan(s): means the packaged service plan(s) and the functionality and services associated therewith (as detailed on the Site applicable to the Service) for the Services.

Site: trata-se de um site operado pelo Grupo Zendesk, incluindo www.zendesk.com, assim como todos os outros sites que o Grupo Zendesk opera.

Software: significa software fornecido pelo Zendesk (seja por download ou acesso através da internet) que permite que os Agentes ou Usuários finais usem qualquer funcionalidade em conexão com o Serviço aplicável.

Sub-processor: means any third party data processor engaged by Zendesk, including entities from the Zendesk Group, which receives Personal Data from Zendesk for Processing on behalf of Subscriber and in accordance with Subscriber’s instructions (as communicated by Zendesk) and the terms of its written subcontract.

Período de Assinatura: é o período durante o qual Você concordou assinar um Serviço relacionado a qualquer Agente individual.

Supplemental Terms: means the additional terms and conditions that are (a) contained in Exhibit B to this Agreement entitled, “Supplemental Terms and Conditions”; (b) included or incorporated on an Order Form via hyperlink or other reference (e.g. when a Deployed Associated Service is purchased); (c) applicable to Consulting Services when purchased by You; and (d) applicable to Additional Features when activated by You.

Third Party Services: means third party products, applications, services, software, networks, systems, directories, websites, databases and information which a Service links to, or which You may connect to or enable in conjunction with a Service, including, without limitation, Third Party Services which may be integrated directly into Your Account by You or at Your direction.

“Nós” ou “Nosso(s)”: se referem à Zendesk conforme definido abaixo.

Zendesk: trata-se da Zendesk, Inc. uma corporação de Delaware ou qualquer de seus sucessores ou cessionários.

Zendesk Group: means Zendesk, Inc., a Delaware corporation together with all its Affiliates.

2. CONDIÇÕES GERAIS; ACESSO E USO DOS SERVIÇOS

2.1 During the Subscription Term and subject to compliance by You, Agents and End-Users with this Agreement, You have the limited right to access and use a Service consistent with the Service Plan(s) that You subscribe to, together with all applicable Deployed Associated Services, for Your internal business purposes (subject to Section 2.4). You may extend Your rights, benefits and protections to Your Affiliates and to contractors or service providers acting on Your or Your Affiliates’ behalf, so long as You remain responsible for Your compliance hereunder.

2.2 Nós (a) disponibilizaremos os Dados de Serviços e Serviços de acordo com este Acordo e os Formulários de Pedido aplicáveis; (b) forneceremos suporte ao cliente padrão aplicável para os Serviços para Você, sem custo adicional, conforme detalhado no Site e na Documentação aplicável, e/ou suporte atualizado, se comprado; (c) usaremos esforços comercialmente razoáveis para disponibilizar os serviços 24 horas por dia, 7 dias por semana, exceto (i) durante o tempo de inatividade planejado para atualizações e manutenção dos serviços (dos quais usaremos esforços comercialmente razoáveis para notificá-lo com antecedência, ambos através do nosso site e um aviso ao proprietário da sua conta e aos agentes) (“tempo de inatividade planejado”); e (ii) por qualquer indisponibilidade causada por circunstâncias além do nosso controle razoável, incluindo, por exemplo, um motivo de força maior, ato de governo, inundação, fogo, terremoto, transtorno civil, ato de terror, greve ou outro problema de trabalho (que não seja um que envolva nossos funcionários), falha ou atraso no provedor de serviços de internet, serviços de terceiros ou atos realizados por terceiros, incluindo, sem limitação, ataque de negação de serviço (“Evento de Força Maior”).

2.3 We will notify You of applicable Supplemental Terms and/or alternate agreement prior to Your activation of any Additional Features. The activation of any Additional Features by You in Your Account will be considered acceptance of the applicable Supplemental Terms or alternate agreement where applicable.

2.4 You may not use the Services in any manner where You act as a service bureau or to provide any outsourced business process services on behalf of more than one (1) third party (other than Affiliates) through a single Account. For the avoidance of doubt, this section means you may not resell or outsource the Service(s). Without limiting the foregoing, Your right to access and use the API is also subject to the restrictions and policies implemented by Zendesk from time to time with respect to the API as set forth in the Documentation or otherwise communicated to You in accordance with Section 2.3 above.

2.5 É necessária uma conexão de Internet de alta velocidade para a transmissão adequada dos Serviços. Você é responsável pela aquisição e manutenção das conexões de rede que conectam Sua rede aos Serviços, incluindo, mas não se limitando a, software do navegador, que suporta protocolos utilizados pela Zendesk, incluindo o protocolo ou outros protocolos da Segurança da Camada de Transporte (TLS) aceitos pela Zendesk, e a seguir procedimentos para acessar os serviços que suportam esses protocolos. Não nos responsabilizamos por notificar Você, os Agentes ou os Usuários sobre quaisquer atualizações, correções ou aprimoramentos de qualquer software ou sobre o comprometimento de quaisquer dados, incluindo Dados de Serviço transmitidos por meio de redes de computadores ou instalações de telecomunicações (incluindo, mas não se limitando à Internet) não pertencentes, não operados ou não controlados pela Zendesk. Não assumimos qualquer responsabilidade pela confiabilidade ou desempenho de quaisquer conexões, conforme descrito nesta seção.

2.6 In addition to complying with the other terms, conditions and restrictions set forth below in this Agreement, You agree to the Zendesk User Zendesk User Content and Conduct Policy which is hereby incorporated into this Agreement. Further, in Your use of the Services You agree not to (a) license, sublicense, sell, resell, rent, lease, transfer, assign, distribute, time share or otherwise commercially exploit or make the Services available to any third party, other than authorized Agents and End-Users in furtherance of Your internal business purposes as expressly permitted by this Agreement; (b) use the Services to Process data on behalf of any third party other than Agents or End-Users; (c) modify, adapt, or hack the Services or otherwise attempt to gain unauthorized access to the Services or related systems or networks; (d) falsely imply any sponsorship or association with Zendesk or the Zendesk Group, (e) use the Services in any unlawful manner, including, but not limited to, violation of any person’s privacy rights; (f) use the Services to send unsolicited or unauthorized bulk mail, junk mail, spam, other forms of duplicative or unsolicited messages, or messages that directly or indirectly support pyramid schemes or other fraudulent activities; (g) use the Services to store or transmit files, materials, data, text, audio, video, images or other content that infringes on any person’s intellectual property rights; (h) use the Services in any manner that interferes with or disrupts the integrity or performance of the Services and its components; (i) attempt to decipher, decompile, reverse engineer or otherwise discover the source code of any Software making up the Services; (j) use the Services to knowingly post, transmit, upload, link to, send or store any content that is (or directly or indirectly supports activities that are) unlawful, racist, hateful, abusive, libelous, obscene, or discriminatory; (k) use the Services to store or transmit any “protected health information” as defined in 45 C.F.R 160.103 provided that You are a “business associate” or “covered entity” as defined in 45 C.F.R. 160.103, unless expressly agreed to otherwise in writing by Zendesk; (l) use the Services to knowingly post transmit, upload, link to, send or store any viruses, malware, Trojan horses, time bombs, or any other similar harmful software (“Malicious Software”); (m) use or launch any automated system that accesses a Service (i.e., bot) in a manner that sends more request messages to a Service server in a given period of time than a human can reasonably produce in the same period by using a conventional online web browser; or (n) attempt to use, or use the Services in violation of this Agreement.

2.7 As between You and Zendesk, You are responsible for compliance with the provisions of this Agreement by Agents and End-Users and for any and all activities that occur under Your Account. Without limiting the foregoing, You are solely responsible for ensuring that the use of the Services to store and transmit Service Data is compliant with all applicable laws and regulations as well as any and all privacy policies, agreements or other obligations You may maintain or enter into with Agents or End-Users. You also maintain all responsibility for determining whether the Services or the information generated thereby is accurate or sufficient for Your purposes. Subject to any limitation on the number of individual Agents available under the applicable Service Plan(s) to which You subscribed or applicable Deployed Associated Service, access to and use of the Services is restricted to the specified number of individual Agents permitted under Your subscription to the applicable Service. You agree and acknowledge that each Agent will be identified by a unique username and password (“Login”) and that an Agent Login may only be used by one (1) individual. Traditional or full-time Agent subscriptions are for designated individuals only and a Login cannot be shared or used by more than one individual but may be reassigned to new individuals replacing former individuals who no longer require ongoing use of the Services. You and Your Agents are responsible for maintaining the confidentiality of all Login information for Your Account. You agree and acknowledge that You may not use the Services, including but not limited to the API, to circumvent the requirement for an individual Agent Login for each individual who (a) leverages the Services to interact with End-Users; (b) Processes data related to interactions with End-Users; or (c) absent a license from Us otherwise, Processes data related to interactions originating from a Third Party Service that provides functionality similar to functionality provided by the Services and which would, pursuant to this Agreement, require an individual Agent Login if utilizing the Services for such interaction. Zendesk reserves the right to periodically verify that Your use of the Zendesk Services complies with the Agreement and the Service Plan features and limitations on Our Site including, without limitation, by assuming into Your Account. Should Zendesk discover that Your use of a Zendesk Service is not in compliance with this Agreement or the Service Plan features and limitations on Our Site, Zendesk reserves the right to charge You, and You hereby agree to pay for, said usage in addition to other remedies available to Us.

2.8 Além dos Nossos direitos, conforme estabelecido nas Seções 2 e 8.4, reservamos nosso direito, a Nosso critério, de suspender temporariamente Seu acesso e uso de um Serviço se suspeitarmos ou detectarmos qualquer Software mal-intencionado conectado à Sua Conta, ou à utilização de um Serviço por Você, por Agentes ou por Usuários Finais.

2.9 Você reconhece que a Zendesk pode alterar os recursos e a funcionalidade dos Serviços durante o Período de Assinatura.

2.10 Você não pode acessar os Serviços caso Você seja um concorrente direto do Grupo Zendesk, exceto com o consentimento prévio, por escrito, da Zendesk. Você não pode acessar os Serviços para fins competitivos.

2.11 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.

QUAISQUER DADOS DE SERVIÇO QUE VOCÊ INSERIR EM UM SERVIÇO E QUAISQUER CONFIGURAÇÕES OU PERSONALIZAÇÕES REALIZADAS EM UM SERVIÇO POR OU PARA VOCÊ DURANTE A SUA AVALIAÇÃO GRATUITA SERÃO PERMANENTEMENTE PERDIDOS, A MENOS QUE VOCÊ ADQUIRA UMA ASSINATURA PARA O MESMO SERVIÇO, CONFORME COBERTO PELA AVALIAÇÃO, ADQUIRA O SERVIÇO APLICÁVEL OU EXPORTE TAIS DADOS DE SERVIÇO, ANTES DO FIM DO PERÍODO DE AVALIAÇÃO.

2.12 Nós disponibilizaremos a você, periodicamente, Serviços Beta sem encargos. Você pode optar por testar esses Serviços Beta a Seu critério exclusivo. Os Serviços Beta são destinados a fins de avaliação e não para uso de produção, não terão suporte e podem estar sujeitos a Termos Suplementares que serão apresentados a Você. Os Serviços Beta não são considerados “Serviços” sob este Acordo; no entanto, todas as restrições, a nossa reserva de direitos e as suas obrigações relativas ao serviço e o uso de qualquer serviço de terceiros serão aplicáveis igualmente ao seu uso dos serviços Beta. A menos que acordado de outra forma, qualquer período de avaliação dos Serviços Beta expirará em um ano a partir da data de seu início ou da data em que uma versão dos Serviços Beta se torne, normalmente, disponível sem a aplicável designação de Serviços Beta. Podemos descontinuar os Serviços Beta a qualquer momento, de acordo com o nosso critério exclusivo, e podemos nunca torná-los disponíveis em geral. Não teremos qualquer responsabilidade por quaisquer prejuízos ou danos resultantes de ou em conexão com um Serviço Beta.

3. CONFIDENCIALIDADE, SEGURANÇA E PRIVACIDADE

3.1 Subject to the express permissions of this Agreement, each Party will protect each other’s Confidential Information from unauthorized use, access or disclosure in the same manner as each protects its own Confidential Information, but with no less than reasonable care. Except as otherwise expressly permitted pursuant to this Agreement, each Party may use each other’s Confidential Information solely to exercise its respective rights and perform its respective obligations under this Agreement and shall disclose such Confidential Information (a) solely to the employees and/or non-employee service providers and contractors who have a need to know such Confidential Information and who are bound by terms of confidentiality intended to prevent the misuse of such Confidential Information; (b) as necessary to comply with an order or subpoena of any administrative agency or court of competent jurisdiction; or (c) as reasonably necessary to comply with any applicable law or regulation. The provisions of this Section 3.1 shall control over any non-disclosure agreement by and between the Parties and such agreement shall have no further force or effect with respect to the exchange of Confidential Information after the acceptance of this Agreement. To be clear, any exchange of Confidential Information prior to the acceptance of this Agreement shall continue to be governed by such non-disclosure agreement.

3.2 The Zendesk Group will maintain appropriate administrative, physical, and technical safeguards for protection of the security, confidentiality and integrity of Service Data, as described in the Agreement, the Supplemental Terms entitled, “How We Protect Your Service Data” attached hereto, and Supplemental Terms for the Deployed Associated Services, as applicable. Those safeguards will include, but will not be limited to, measures for preventing access, use, modification or disclosure of Service Data by Personnel except (a) to provide the Services and prevent or address service, support or technical problems; (b) as compelled by law in accordance with Sections 3.1(b) or 3.1(c); (c) in accordance with the provisions of Section 3.4; or (d) as You expressly permit in writing. The Zendesk Group’s compliance with the provisions of Sections 3.2 through 3.5 and the Security Measures set forth in Exhibit B, Section 2 (“How We Protect Your Service Data”) shall be deemed compliance with the Zendesk’s Group’s obligations to protect Service Data as set forth in the Agreement.

3.3 To the extent Service Data constitutes Personal Data, You and the Zendesk Group hereby agree that You shall be deemed to be the Data Controller and the relevant entity in the Zendesk Group Party shall be deemed to be the Data Processor as those terms are understood under the Applicable Data Protection Law. Unless otherwise specifically agreed to by Zendesk, Service Data may be hosted by the Zendesk Group or their respective authorized third-party service providers in the United States, the EEA or other locations around the world. In providing the Services, Zendesk will engage entities within the Zendesk Group and other authorized service providers, to Process Service Data, including and without limitation, any associated Personal Data pursuant to this Agreement within the EEA, the United States and in other countries and territories. Under no circumstances will any entity in the Zendesk Group be deemed a Data Controller with respect to Service Data under Applicable Data Protection Law or any relevant law or regulation of any Member State as defined in Applicable Data Protection Law.

3.4 As between the Parties, all Service Data Processed under the terms of this Agreement shall remain the property of Subscriber. Except for where Zendesk collects (i) the contact information of Your Agents, which may include Personal Data, in the ordinary course of Us providing the Services to You; and (ii) Personal Data about visitors to Our Site, under no circumstances will We act, or be deemed to act, as a “controller” (or equivalent concept) of the Service Data Processed within the Service under Applicable Data Protection Law. For the avoidance of doubt, Subscriber shall be considered the Data Controller of all End-User Personal Data under Applicable Data Protection Law.

3.5 If Personal Data originates from an Agent or End-User in the EEA, We will ensure, pursuant to Applicable Data Protection Law, to the extent that any Service Data constitutes Personal Data, if Service Data is transferred to a country or territory outside of the EEA (a “non-EEA country”), such transfer will only take place if: (a) the non-EEA country in question ensures an adequate level of data protection; (b) one of the conditions listed in Article 26(1) of Directive 95/46/EC (or its equivalent under any successor legislation) is satisfied; (c) done so on the basis of Zendesk’s approved binding corporate rules known as the Zendesk Binding Corporate Rules (“Zendesk’s BCRs”) which establish adequate protection of such personal information and are legally binding on the Zendesk Group (Zendesk’s BCRs can be accessed here and here); or (d) the transfer takes place pursuant to the EU-U.S. or Swiss-U.S. Privacy Shield Frameworks. Upon Your request and subject to Your entry into Zendesk’s DPA, We will further ensure that the transfer is subject to the standard contractual clauses designed to facilitate transfers of Personal Data from the EEA to all third countries that have been adopted by the European Commission, which have been incorporated into the DPA. As a Subscriber, You can execute Our DPA by emailing privacy@zendesk.com.

3.6 You agree that the Zendesk Group and the third-party service providers that are utilized by the Zendesk Group to assist in providing the Services to You shall have the right to access Your Account and to use, modify, reproduce, distribute, display and disclose Service Data and the Personal Data of Your Agents to the extent necessary to provide or improve the Services, including, without limitation, in response to Your support requests. Any third-party service providers utilized by the Zendesk Group will only be given access to Your Account and Service Data as is reasonably necessary to provide the Services and will be subject to (a) confidentiality obligations which are commercially reasonable and substantially consistent with the standards described in Sections 3.1 and 3.2; and (b) their agreement to comply with the data transfer restrictions applicable to Personal Data as set forth in Section 3.4. An up-to-date list of the names and locations of all Sub-Processors used for the Processing of Personal Data under this Agreement is available here.

3.7 Whenever You, Your Agents or End-Users interact with Our Services, We automatically receive and record information on Our server logs from the browser or device, which may include IP address, “cookie” information, and the type of browser and/or device being used to access the Services, as further described here. “Cookies” are identifiers We transfer to the browser or device of Your Agents or End-Users that allow Us to recognize Agent or End-User and their browser or device along with how Our Services are being utilized. When We collect this information, We only use this data in aggregate form, and not in a manner that would identify Your Agents or End-Users personally. For example, this aggregate data can tell Us how often users use a particular feature of the Services, and We can use that knowledge to improve the Services.

3.8 We receive and store any information that You knowingly provide to Us. For example, through the registration process for Our Services and/or through Your Account settings, We may collect Personal Data such as name, email address, phone number, credit card information and third-party account credentials (for example, log-in credentials for Third Party Services that integrate with the Service(s) as further detailed in Section 3.10) of You and Your Agents. We base the Processing of Personal Data of Your Agents on Our legitimate interest under Applicable Data Protection Law, to provide You with the necessary functionality required during Your use of the Service(s). In addition, We may communicate with You and Your Agents, send You and Your Agents product announcements and promotional offers, or contact You and Your Agents about the Service(s). If You or an Agent does not want to receive communications from Us, please indicate this preference by sending an email to privacy@zendesk.com and provide Us with the name and email address of each Agent that no longer wishes to receive these communications.

3.9 We never sell, rent, or lease Your Service Data to any third party. We do not share Your Service Data with third parties, except as permitted by Section 3 of this Agreement and in order to provide and support the Services. The Parties agree that We may, however, share aggregated and/or anonymized information regarding Your use of the Service(s) with third parties for marketing purposes and as described in this Section, to the extent it is necessary for Our legitimate interest under Applicable Data Protection Law, in developing and improving the Service(s) and providing You with more relevant content and service offerings. To be clear, We never disclose aggregated and/or anonymized information to a third party in a manner that would identify You as the source of the information or Your Agents or End-Users personally.

3.9.1 Zendesk Benchmark. You have the choice whether to enable Zendesk Benchmark from within the settings in the Services, to the extent this is necessary for our legitimate interest. If You do not wish to participate in Zendesk Benchmark then You should not opt-in to Zendesk Benchmark. If enabled, Zendesk Benchmark aggregates and anonymizes the Personal Data of Your Agents and Service Data and publishes this information, segmented by industry, geography, and other metrics, in order to provide qualitative insights on customer support metrics and other relevant insights. Zendesk may use Zendesk Benchmark for the Zendesk Group’s own marketing purposes, to the extent it is necessary for Our legitimate interest under Applicable Data Protection Law in developing and improving the Service(s) and providing You with more relevant content and service offerings.

3.9.2 Improving the Services. We consistently endeavor to improve Our Services. In doing so, We use analytics techniques to better understand how Our Service(s) are being used as detailed below.

(i) Usage Data. We may engage third party analytics providers to collect metrics and information regarding Your use of the Service(s), including evaluating how Agents and End-Users use the Services (“Usage Data”). To be clear, when Zendesk uses Usage Data, any Personal Data that was included in Service Data shall be anonymized and/or aggregated in such a manner that it no longer constitutes Service Data or Personal Data under Applicable Data Protection Law. Usage Data is used to develop new features or improve existing features, inform future sales and marketing strategies and to market and sell the Services. The third party analytics providers will not share or otherwise disclose Usage Data, although Zendesk may make Usage Data publicly available from time to time. We base the Processing of Usage Data on Our legitimate interest to analyze trends in order to assess and improve the overall user experience in the Service(s) to the extent it is necessary for Our legitimate interest under Applicable Data Protection Law.

(ii) Zendesk uses Service Data in an anonymized manner, such as conversion to numerical value, for the training of the machine learning models to support certain features and functionality within the Service(s).

3.10 In the event that You decide to use a Third Party Service or You log into Our Services through a third party social media or authentication service, or otherwise provide Us with access to information from such third party social media or authentication services, Zendesk may obtain other information, including Personal Data, from third parties and combine that with information We collect through Our Services. Any access that We may have to such information from a third party social or authentication service is in accordance with the authorization procedures determined by that service. By authorizing Us to connect with a Third Party Service, You authorize Us to access and store Your name, email address(es), current city, profile picture URL, and any other Personal Data that the Third Party Service makes available to Us, and to use and disclose it in accordance with this Agreement and the Zendesk Privacy Policy in effect from time to time and available here. We base the Processing of the Personal Data of Your Agents on Our legitimate interest under Applicable Data Protection Law, to provide You with the necessary functionality required during Your use of Our Service(s).

4. DIREITOS DE PROPRIEDADE INTELECTUAL

Cada Parte conservará todos os direitos, títulos e interesses em todas as suas respectivas patentes, invenções, direitos autorais, marcas registradas, nomes de domínio, segredos comerciais, know-how e quaisquer outros direitos de propriedade intelectual e/ou direitos do proprietário (coletivamente, “Direitos de Propriedade Particular”). Os direitos garantidos a Você, aos Agentes e aos Usuários Finais para uso dos Serviços sob este Acordo, não cobrem quaisquer direitos adicionais sobre os Serviços ou sobre quaisquer Direitos de Propriedade associados a eles. Sujeito apenas a direitos limitados de acesso e uso dos Serviços, expressamente aqui declarados, todos os direitos, títulos e interesses nos Serviços e todo o hardware, Software e outros componentes utilizados para fornecer os Serviços, incluindo todos os Direitos de Propriedade Intelectual relacionados, permanecerão com a Zendesk e pertencem, exclusivamente, à Zendesk. O Grupo Zendesk terá uma licença totalmente paga, livre de royalties, mundial, transferível, sublicenciável (por meio de camadas múltiplas), atribuível, irrevogável e perpétua para implementar, utilizar, alterar, explorar comercialmente e/ou incorporar aos Serviços, ou utilizar, de qualquer outra forma, quaisquer sugestões, solicitações de aprimoramento, recomendações ou outro feedback que Você, os Agentes, os Usuários Finais ou terceiros atuando em seu nome possam Nos dar. A Zendesk® e os outros nomes e logotipos de produtos e serviços do Grupo Zendesk, utilizados ou exibidos nos Serviços, são marcas registradas ou não registradas de um ou mais membros do Grupo Zendesk (coletivamente, “Marcas”) e Você somente pode usar Marcas aplicáveis de uma maneira permitida por Nossas Diretrizes de Utilização de Marcas Registradas para identificá-lo como um Assinante; desde que Você não tente, agora ou no futuro, reivindicar qualquer direito das Marcas, degradar o caráter distintivo das Marcas ou utilizar as Marcas para deturpar ou depreciar a Nós ou a Nossos serviços ou produtos.

5. SERVIÇOS DE TERCEIROS

If You decide to enable, access or use Third Party Services, be advised that Your access and use of such Third Party Services are governed solely by the terms and conditions of such Third Party Services, and We do not endorse, are not responsible or liable for, and make no representations as to any aspect of such Third Party Services, including, without limitation, their content or the manner in which they handle, protect, manage or Process data (including Service Data) or any interaction between You and the provider of such Third Party Services. We cannot guarantee the continued availability of such Third Party Service features, and may cease enabling access to them without entitling You to any refund, credit, or compensation, if, for example and without limitation, the provider of a Third Party Service ceases to make the Third Party Service available for interoperation with the corresponding Service in a manner acceptable to Us. You irrevocably waive any claim against Zendesk with respect to such Third Party Services. We are not liable for any damage or loss caused or alleged to be caused by or in connection with Your enablement, access or use of any such Third Party Services, or Your reliance on the privacy practices, data security processes or other policies of such Third Party Services. You may be required to register for or log into such Third Party Services on their respective websites. By enabling any Third Party Services, You are expressly permitting Zendesk to disclose Your Login, as well as Service Data as necessary to facilitate the use or enablement of such Third Party Services.

6. FATURAMENTO, PAGAMENTOS E ALTERAÇÕES NO PLANO

6.1 Unless otherwise indicated on an Order Form or SOW referencing this Agreement or in the Supplemental Terms or as otherwise agreed for Usage Charges, and subject to Section 6.2, all charges associated with Your access to and use of a Service (“Subscription Charges”) are due in full upon commencement of Your Subscription Term, or, with respect to a Deployed Associated Service, at the time such Deployed Associated Service is purchased, subscribed to or otherwise deployed. If You fail to pay Your Subscription Charges or other charges indicated on any Order Form within five (5) business days of Our notice to You that payment is delinquent, or if You do not update payment information upon Our request, in addition to Our other remedies, We may suspend or terminate access to and use of such Service by You, Agents and End-Users. “Usage Charges” means additional Subscription Charges that are incurred by Subscriber related to the use of certain features and functionality that Subscriber enables within the Service.

6.2 Se Você optar por atualizar o Seu Plano de Serviço ou aumentar o número de Agentes autorizados a acessar e utilizar um Serviço durante o Seu Período de Assinatura (uma “Atualização de Assinatura”), quaisquer Tarifas de Assinatura adicionais associadas a tal Atualização de Assinatura serão rateadas, durante o período remanescente do Seu Período de Assinatura atual, cobrado em Sua Conta, devido e pagável após a implementação de tal Atualização de Assinatura. Em qualquer Período de Assinatura futuro, as Suas Taxas de Assinatura refletirão essas Atualizações de Assinatura.

6.3 Nenhum reembolso ou crédito para Taxas de Assinatura ou outras taxas ou pagamentos serão fornecidos a Você caso opte por fazer downgrade do seu Plano de Serviço. Fazer o downgrade do Seu Plano de Serviço pode causar perda de conteúdo, de recursos ou da capacidade do Serviço ser disponibilizado a Você em Sua Conta, e a Zendesk não aceita ser responsabilizada por tais perdas.

6.4 A menos que indicado de outra forma, Nossas taxas não incluem quaisquer impostos, tributos, direitos alfandegários ou avaliações governamentais semelhantes, incluindo valor agregado, vendas, uso ou impostos retidos na fonte acessíveis por qualquer jurisdição local, estadual, provincial ou estrangeira (coletivamente “Impostos”). Você é responsável pelo pagamento dos Impostos, exceto aqueles que podem ser avaliados contra o Grupo Zendesk medidos pelo seu lucro líquido. Iremos faturar os Seus Impostos se compreendermos ser de Nossa obrigação legal fazê-lo e Você concorda em pagá-los se assim for faturado.

6.5 Caso Você efetue o pagamento por cartão de crédito ou outras formas de pagamento, os Serviços fornecem uma interface para que o Responsável pela conta altere as informações sobre cartão de crédito (isto é, após a renovação do cartão). O Responsável pela conta obterá um recibo do Agente de Pagamento após cada aceitação de pagamento ou poderá obter um recibo dos Serviços para acompanhar o status da assinatura. Por meio deste, Você autoriza que o Agente de Pagamento fature em seu cartão de crédito ou outra forma de pagamento com antecedência, periodicamente, de acordo com os termos do Plano de Serviço para os Serviços e Taxas de Assinatura periódicas aplicáveis aos Serviços que Você assinou até que Sua assinatura dos Serviços termine, e Você concorda ainda em pagar quaisquer Taxas de Assinatura assim incorridas. Se for o caso, Você autoriza a Zendesk e o Agente de Pagamento, por meio deste, a realizar a cobrança em Seu cartão de crédito ou outro instrumento de pagamento para estabelecer esse crédito pré-pago. Você concorda em prontamente atualizar as informações de Sua Conta com quaisquer alterações (por exemplo, uma mudança em seu endereço de cobrança ou data de expiração do seu cartão de crédito) que possam ocorrer. O Agente de Pagamento utiliza um terceiro intermediário para gerenciar o processamento do cartão de crédito e esse intermediário não está autorizado a armazenar, reter ou utilizar as Suas informações de cobrança, exceto para processar as informações de Seu cartão de crédito para o Agente de Pagamento.

6.6 Os pagamentos realizados por cartão de crédito, cartão de débito ou outros instrumentos de pagamento para o Serviço da Zendesk são faturados e processados pelo Agente de Pagamento da Zendesk. Uma vez que o Agente de Pagamento não seja a Zendesk, o Agente de Pagamento agirá unicamente como um agente de faturamento e processamento para e em nome da Zendesk e não deverá ser interpretado como fornecedor do Serviço aplicável.

6.7 Se Você solicitar que a Zendesk use um portal de pagamento de fornecedores ou um portal de conformidade que cobre à Zendesk uma taxa de assinatura ou uma porcentagem de qualquer fatura enviada como custo exigido para fazer negócios, será faturado pela Zendesk, e Você será obrigado a pagar o custo dessa taxa.

7. POLÍTICA DE CRÉDITOS PROMOCIONAIS

Podemos, a nosso exclusivo critério, optar por oferecer créditos para os Serviços de várias maneiras, incluindo, entre outros, cupons, campanhas promocionais e referências para serviços Zendesk, como treinamento. A Zendesk reserva-se o direito de conceder créditos a seu exclusivo critério. Os créditos não têm valor monetário ou em dinheiro e só podem ser utilizados por Você para compensar os pagamentos subsequentes de Taxas de Assinatura do Serviço aplicável. Os créditos só podem ser aplicados às Taxas de Assinatura devidas pelo Serviço especificamente identificado pela Zendesk ao emitir o crédito. Os créditos só podem ser usados por Você e não são transferíveis. Embora Você tenha recebido créditos, a menos que o instrumento (incluindo qualquer cupom) declare uma data de vencimento anterior, os créditos expirarão e não serão mais resgatáveis doze (12) meses a partir da data em que o crédito foi emitido.

8. CANCELAMENTO E RESCISÃO

8.1 Either Party may elect to terminate Your Account and subscription to a Service as of the end of Your then current Subscription Term by providing notice, in accordance with this Agreement, no less than thirty (30) days prior to the end of such Subscription Term. Unless Your Account and subscription to a Service is so terminated, Your subscription to a Service (including any and all Deployed Associated Services) will renew for a Subscription Term equivalent in length to the then expiring Subscription Term. Unless otherwise provided for in an Order Form, the Subscription Charges applicable to Your subscription to a Service for any such subsequent Subscription Term shall be Our standard Subscription Charges for the Service Plan and Deployed Associated Services to which You have subscribed or which You have deployed, as applicable, as of the time such subsequent Subscription Term commences.

8.2 Except for Your termination rights under Section 8.5, no refunds or credits for Subscription Charges or other fees or payments will be provided to You if You elect to terminate Your subscription to the Service or cancel Your Account prior to the end of Your then effective Subscription Term.

8.3 Except for Your termination under Section 8.5, if You terminate Your subscription to a Service or cancel Your Account prior to the end of Your then effective Subscription Term or We effect such termination or cancellation pursuant to Sections 8.4 and 8.5, in addition to other amounts You may owe Zendesk, You must immediately pay any then unpaid Subscription Charges associated with the remainder of such Subscription Term. This amount will not be payable by You in the event You terminate Your subscription to a Service or cancel Your Account as a result of a material breach of this Agreement by Zendesk.

8.4 We reserve the right to restrict functionality, suspend or terminate the Services (or any part thereof), Your Account or Your and/or Agents’ or End-Users’ rights to access and use the Services, and remove, disable and quarantine any Service Data if We reasonably believe that You, Agents or End-Users have violated this Agreement. This right includes the removal or disablement of Service Data in accordance with Our Copyright Infringement Notice and Takedown Policy available at www.zendesk.com/company/trademark-property/dmca/. Unless legally prohibited from doing so, We will use commercially reasonable efforts to contact You directly via email to notify You when taking any of the foregoing actions. We shall not be liable to You, Agents, End-Users or any other third party for any such modification, suspension or discontinuation of Your rights to access and use the Services. Any suspected fraudulent, abusive, or illegal activity by You, Agents or End-Users may be referred to law enforcement authorities at Our sole discretion.

8.5 Uma Parte poderá rescindir o presente Acordo caso (a) haja um aviso escrito à outra Parte sobre uma violação material, caso tal violação não seja sanada no final do período de 30 (trinta) dias da data de recebimento de tal aviso pela Parte violadora; ou b) a outra Parte for objeto de uma petição em processo de falência ou de qualquer outro processo relativo a insolvência, concordata, liquidação ou cessão em benefício dos credores. Caso este Acordo seja rescindido por Você, de acordo com esta seção, iremos, até o limite permitido pela lei aplicável, reembolsá-lo de quaisquer taxas pré-pagas cobrindo o restante do Período de Assinatura após a data efetiva de rescisão. Caso este Acordo seja rescindido por Nós, de acordo com esta seção, Você pagará quaisquer taxas devidas cobrindo o restante do Período de Assinatura de acordo com todos os Formulários de Pedido aplicáveis. Em nenhuma circunstância a rescisão o liberará de Sua obrigação de pagar quaisquer taxas a Nós devida pelo período anterior à data efetiva da rescisão.

8.6 Upon request by You made within thirty (30) days after the effective date of termination or expiration of this Agreement, We will make Service Data available to You for export or download as provided in the Documentation. After such 30-day period, We will have no obligation to maintain or provide any Service Data, and, as provided in the Documentation, will delete all copies of Service Data in Our possession or control in accordance with Our Data Deletion Policy, unless prohibited by law.

9. REPRESENTAÇÕES, GARANTIAS E ISENÇÃO DE RESPONSABILIDADES

9.1 Cada Parte declara ter ingressado neste Acordo de maneira válida e ter o poder legal para fazê-lo.

9.2 Garantimos que durante o Período de Assinatura aplicável (a) este Acordo e a Documentação descreverão com precisão as salvaguardas administrativas, físicas e técnicas aplicáveis para proteção da segurança, confidencialidade e integridade dos Dados de Serviço; e (b) os Serviços serão realizados essencialmente de acordo com a Documentação aplicável. Para qualquer violação de uma garantia acima, Seus recursos exclusivos são os descritos na Seção 8.5 deste documento.

9.3 EXCETO CONFORME ESPECIFICAMENTE ESTABELECIDO NA SEÇÃO 9.2, OS SITES E OS SERVIÇOS, INCLUINDO TODOS OS COMPONENTES DO SERVIDOR E DA REDE, EM TERMOS, SÃO FORNECIDOS “COMO SÃO” E “COMO DISPONÍVEIS”, SEM QUAISQUER GARANTIAS DE QUALQUER TIPO, NA MÁXIMA EXTENSÃO PERMITIDA PELA LEI, E NÓS EXCLUÍMOS EXPRESSAMENTE QUAISQUER GARANTIAS, SEJAM EXPRESSAS OU IMPLÍCITAS, INCLUINDO, MAS NÃO LIMITADAS A, QUAISQUER GARANTIAS IMPLÍCITAS DE COMERCIABILIDADE, TÍTULO, ADEQUAÇÃO PARA UM PROPÓSITO ESPECÍFICO E DE NÃO-VIOLAÇÃO. VOCÊ RECONHECE QUE NÃO GARANTIMOS QUE OS SERVIÇOS SERÃO ININTERRUPTOS, EM TEMPO OPORTUNO, SEGUROS, LIVRES DE ERROS OU DE VÍRUS OU DE OUTROS SOFTWARES MALICIOSOS, E QUE NENHUMA INFORMAÇÃO OU CONSELHO OBTIDO ATRAVÉS DE NÓS OU DE NOSSOS SERVIÇOS POR VOCÊ CRIARÁ QUALQUER GARANTIA NÃO EXPRESSAMENTE INDICADA NESTE ACORDO.

10. LIMITAÇÃO DE RESPONSABILIDADE

10.1 UNDER NO CIRCUMSTANCES AND UNDER NO LEGAL THEORY (WHETHER IN CONTRACT, TORT, NEGLIGENCE OR OTHERWISE) WILL EITHER PARTY TO THIS AGREEMENT, OR THEIR AFFILIATES, OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, SERVICE PROVIDERS, SUPPLIERS OR LICENSORS BE LIABLE TO THE OTHER PARTY OR ANY AFFILIATE FOR ANY LOST PROFITS, LOST SALES OR BUSINESS, LOST DATA, (BEING DATA LOST IN THE COURSE OF TRANSMISSION VIA YOUR SYSTEMS OR OVER THE INTERNET THROUGH NO FAULT OF ZENDESK), BUSINESS INTERRUPTION, LOSS OF GOODWILL, COSTS OF COVER OR REPLACEMENT, OR FOR ANY TYPE OF INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, CONSEQUENTIAL OR PUNITIVE LOSS OR DAMAGES, OR ANY OTHER INDIRECT LOSS OR DAMAGES INCURRED BY THE OTHER PARTY OR ANY AFFILIATE IN CONNECTION WITH THIS AGREEMENT, THE SERVICES OR CONSULTING SERVICES, REGARDLESS OF WHETHER SUCH PARTY HAS BEEN ADVISED OF THE POSSIBILITY OF OR COULD HAVE FORESEEN SUCH DAMAGES.

10.2 NÃO OBSTANTE O CONTRÁRIO NESTE ACORDO, A RESPONSABILIDADE AGREGADA DO GRUPO ZENDESK EM RELAÇÃO A VOCÊ, QUALQUER AFILIADA OU A QUALQUER TERCEIRO RESULTANTE DESTE ACORDO, OS SERVIÇOS OU SERVIÇOS DE CONSULTORIA, EM NENHUMA CIRCUNSTÂNCIA EXCEDERÁ AS TAXAS DE ASSINATURA E/OU TAXAS DE CONSULTORIA PAGAS POR VOCÊ DURANTE OS DOZE (12) MESES ANTERIORES AO PRIMEIRO EVENTO OU OCORRÊNCIA QUE TENHA GERADO TAL RESPONSABILIDADE. VOCÊ RECONHECE E CONCORDA QUE O ESSENCIAL PROPÓSITO DA PRESENTE SEÇÃO 10.2 É AFIRMAR OS RISCOS NOS TERMOS DO PRESENTE ACORDO ENTRE AS PARTES E LIMITAR A RESPONSABILIDADE POTENCIAL RELACIONADA ÀS TAXAS DE ASSINATURA E TAXAS DE CONSULTORIA, AS QUAIS SERIAM SUBSTANCIALMENTE MAIS ALTAS CASO ASSUMÍSSEMOS QUALQUER OUTRA RESPONSABILIDADE ALÉM DAS AQUI PRESENTES. CONTAMOS COM ESSAS LIMITAÇÕES PARA DETERMINAR O FORNECIMENTO DOS DIREITOS A VOCÊ PARA ACESSAR E UTILIZAR OS SERVIÇOS E/OU SERVIÇOS DE CONSULTORIA PREVISTOS NESTE ACORDO. A LIMITAÇÃO DE RESPONSABILIDADE AQUI FORNECIDA SERÁ APLICADA EM AGREGADO AO ASSINANTE E AOS SEUS AFILIADOS E NÃO SERÁ CUMULATIVA.

10.3 Algumas jurisdições não permitem a exclusão de garantias implícitas ou limitação de responsabilidade por danos incidentais ou consequentes, lesões pessoais ou morte, o que significa que algumas das limitações acima podem não se aplicar a Você. NESSAS JURISDIÇÕES, A RESPONSABILIDADE DOS GRUPOS ZENDESK SERÁ LIMITADA À MÁXIMA EXTENSÃO PERMITIDA POR LEI.

10.4 Quaisquer reclamações ou danos que Você possa ter contra a Zendesk só serão executáveis contra a Zendesk e não qualquer outra entidade ou seus diretores, administradores, representantes ou agentes.

11. INDENIZAÇÃO

11.1 We will indemnify and hold You harmless from and against any claim brought by a third party against You by reason of Your use of a Service as permitted hereunder, alleging that such Service infringes or misappropriates a third party’s valid patent, copyright, trademark or trade secret (an “IP Claim”). We shall, at Our expense, defend such IP Claim and pay damages finally awarded against You in connection therewith, including the reasonable fees and expenses of the attorneys engaged by Zendesk for such defense, provided that (a) You promptly notify Zendesk of the threat or notice of such IP Claim; (b) We will have the sole and exclusive control and authority to select defense attorneys, and defend and/or settle any such IP Claim; and (c) You fully cooperate with Zendesk in connection therewith. If use of a Service by You, Agents or End-Users has become, or, in Our opinion, is likely to become, the subject of any such IP Claim, We may, at Our option and expense, (d) procure for You the right to continue using the Service(s) as set forth hereunder; (e) replace or modify a Service to make it non-infringing; or (f) if options (d) or (e) are not commercially reasonable or practicable as determined by Zendesk, terminate Your subscription to the Service(s) and repay You, on a pro-rata basis, any Subscription Charges previously paid to Zendesk for the corresponding unused portion of Your Subscription Term for such Service(s). We will have no liability or obligation under this Section 11.1 with respect to any IP Claim if such claim is caused in whole or in part by (i) compliance with designs, data, instructions or specifications provided by You; (ii) modification of the Service(s) by anyone other than Zendesk; or (iii) the combination, operation or use of the Service(s) with other hardware or software where a Service would not by itself be infringing.

As disposições dessa Seção 11.1 declaram a responsabilidade única, exclusiva e total da Zendesk em relação a Você e constituem seu único recurso em relação a uma Reivindicação de Propriedade Intelectual movida por razão de acesso ou utilização de um Serviço por Você, pelos Agentes ou pelos Usuários Finais.

11.2 You will indemnify and hold Zendesk harmless against any claim (i) arising from or related to use of a Service by You, Agents or End-Users in breach of this Agreement; or (ii) alleging that Your use of the Service or Your Service Data infringes or misappropriates a third party’s valid patent, copyright, trademark or trade secret; provided (a) We promptly notify You of the threat or notice of such claim; (b) You will have the sole and exclusive control and authority to select defense attorneys, and defend and/or settle any such claim (however, You shall not settle or compromise any claim that results in liability or admission of any liability by Us without Our prior written consent); and (c) We fully cooperate with You in connection therewith.

12. CESSÃO, ACORDO DEFINITIVO E EMENDA

12.1 You may not, directly or indirectly, by operation of law or otherwise, assign all or any part of this Agreement or Your rights under this Agreement or delegate performance of Your duties under this Agreement without Our prior written consent, which consent will not be unreasonably withheld. We may, without Your consent, assign this Agreement to any member of the Zendesk Group or in connection with any merger or change of control of Zendesk or the Zendesk Group or the sale of all or substantially all of Our assets provided that any such successor agrees to fulfill its obligations pursuant to this Agreement. Subject to the foregoing restrictions, this Agreement will be fully binding upon, inure to the benefit of and be enforceable by the Parties and their respective successors and assigns.

12.2 This Agreement constitutes the entire agreement, and supersede any and all prior agreements between You and Zendesk with regard to the subject matter hereof. This Agreement shall apply in lieu of the terms or conditions in any purchase order or other order documentation You or any Entity which You represent provides (all such terms or conditions being null and void), and, except as expressly stated herein, there are no other agreements, representations, warranties, or commitments which may be relied upon by either Party with respect to the subject matter hereof. There are no oral promises, conditions, representations, understandings, interpretations, or terms of any kind between the Parties, except as may otherwise be expressly provided herein.

12.3 Podemos alterar o presente Acordo, periodicamente, e neste caso o Acordo novo substituirá versões anteriores. Nós o notificaremos pelo menos 10 (dez) dias antes da data de efetivação de qualquer alteração e o Seu uso continuado dos Serviços, após a data de efetivação de qualquer alteração, poderá ser considerado pela Zendesk como o Seu consentimento para qualquer alteração. Nossa incapacidade de fazer cumprir, em qualquer momento, qualquer disposição deste Acordo não constitui uma renúncia a essa disposição ou a qualquer outra disposição deste Acordo.

13. AUTONOMIA DAS CLÁUSULAS

Se qualquer disposição deste Acordo for considerada inaplicável por um tribunal de jurisdição competente por ser executória, tal disposição será modificada pelo tribunal e interpretada de modo a melhor cumprir a disposição original na medida máxima permitida por lei, e as restantes disposições deste Acordo permanecerão em vigor.

14. NORMAS DE EXPORTAÇÃO E RESTRIÇÕES DE USO

The Services and other Software or components of the Services that We may provide or make available to You, Agents or End-Users are subject to U.S. export control and economic sanctions laws as administered and enforced by the Office of Foreign Assets Control of the United States Department of the Treasury. You agree to comply with all such laws and regulations as they relate to access to and use of the Services, Software and such other components by You, Agents and End-Users. You shall not access or use the Services if You are located in any jurisdiction in which the provision of the Services, Software or other components is prohibited under U.S. or other applicable laws or regulations (a “Prohibited Jurisdiction”) and You shall not provide access to the Services to any government, entity or individual located in any Prohibited Jurisdiction. You represent, warrant and covenant that (a) You are not named on any U.S. government list of persons or entities prohibited from receiving U.S. exports, or transacting with any U.S. person; (b) You are not a national of, or a company registered in, any Prohibited Jurisdiction; (c) You shall not permit Agents or End-Users to access or use the Services in violation of any U.S. or other applicable export embargoes, prohibitions or restrictions; and (d) You shall comply with all applicable laws regarding the transmission of technical data exported from the United States and the country in which You, Agents and End-Users are located.

15. RELAÇÃO DAS PARTES

As Partes são contratantes independentes. Este Acordo não cria uma parceria, franquia, empreendimento conjunto, agência, fiduciário ou relação de emprego entre as Partes.

16. NOTIFICAÇÃO

Todos as notificações a serem fornecidas pela Zendesk a Você sob este Acordo poderão ser entregues por escrito (a) pelo serviço de entrega noturna reconhecido nacionalmente (“Entregas Expressas”) ou pelo correio dos EUA ao endereço postal de contato fornecido por Você em qualquer Formulário de Pedido; ou (b) por correio eletrônico para o endereço de e-mail fornecido ao proprietário da Sua Conta. Você deve notificar a Zendesk por escrito, por Entrega Expressa ou pelo correio americano através do endereço: 1019 Market Street, San Francisco, Califórnia 94103 U.S.A. A/C: Departamento Jurídico. Todas as notificações serão consideradas como entregues imediatamente após a entrega por correio eletrônico; ou se entregues, anteriormente, de outra forma no momento da recepção ou dois (2) dias úteis após postado no correio, ou através de Entrega Expressa, conforme permitido acima.

17. LEI APLICÁVEL

Este Acordo será regido pelas leis do Estado da Califórnia, sem referência a conflitos de princípios de leis. Quaisquer disputas sob este Acordo serão resolvidas em um tribunal de jurisdição geral no condado de São Francisco, Califórnia. Por meio deste, Você concorda expressamente em se submeter à jurisdição pessoal exclusiva desta jurisdição com a finalidade de resolver qualquer disputa relacionada a este Acordo ou ao acesso e uso dos Serviços por Você, pelos Agentes ou pelos Usuários Finais.

18. PROVISÕES DE USO FINAL DA UNIÃO

Se Você for um departamento ou agência do governo federal dos EUA ou contratante em nome de tal departamento ou agência, cada um dos Serviços é um “Item Comercial”, conforme esse termo está definido em 48 C.F.R. §2.101, consistindo em “Software de Computador Comercial” e “Documentação de Software de Computador Comercial”, na medida em que esses termos são utilizados em 48 C.F.R. §12.212 ou 48 C.F.R. §227.7202. Consistente com 48 C.F.R. §12.212 ou 48 C.F.R. §227.7202-1 a 227.7202-4, conforme aplicável, os Serviços são licenciados a Você com apenas esses direitos, conforme previsto nos termos e condições deste Acordo.

19. ANTICORRUPÇÃO

Você concorda não ter recebido ou oferecido qualquer suborno ilegal ou impróprio, propina, pagamento, presente ou algo de valor de qualquer de Nossos empregados ou agentes em conexão com este Acordo. Os devidos presentes e entretenimento fornecidos no curso normal dos negócios não violam a restrição acima. Se Você souber de qualquer violação da restrição acima, Você se utilizará dos devido esforços para prontamente notificar Nosso Departamento Jurídico através de legal@zendesk.com.

20. VALIDADE

Sections 1, 3.1, 3.7-3.10, 4 and 9-20 shall survive any termination of this Agreement with respect to use of the Services by You, Agents or End Users. Termination of such agreement shall not limit a Party’s liability for obligations accrued as of or prior to such termination or for any breach of this Agreement.

CONDIÇÕES E TERMOS COMPLEMENTARES
SEÇÃO 1: TERMOS PARA SERVIÇO ESPECÍFICO

Os termos e condições na Seção intitulada “Termos e Condições Gerais” (“Termos Gerais”) aplicam-se de forma geral a todos os Serviços. Esta seção contém termos adicionais de serviço específicos que são adicionais aos Termos Gerais.

Supplemental Terms for Zendesk’s Support (”Zendesk Support“) and Chat Services (“Zendesk Chat”):

If Your Service Plan allows You to use Zendesk Support or Zendesk Chat or You otherwise subscribe to or utilize Zendesk Support or Zendesk Chat as a Service, the following Supplemental Terms apply:

If You are accessing and using Zendesk Support or Zendesk Chat in connection with an integration to a third party messaging platform (e.g. Facebook Messenger), You hereby acknowledge that such messaging platforms are Third Party Services and certify that You have agreed to the terms of service that such third party uses to govern the use of their platform. If You use such Third Party Service functionality, You hereby represent that You have provided notice to and received all necessary consents from Your End-Users to contact such End-Users using Zendesk Support or Zendesk Chat and/or the Third Party Services You enable within Your Account. Further, You agree that Your Service Data may be transferred to and processed by the Third Party services that You enable in Zendesk Support or Zendesk Chat as necessary to provide the Service.

You agree not to use any functionality of Zendesk Support or Zendesk Chat that integrates with third party messaging platforms to (i) facilitate conversations between End-Users and healthcare providers; or (ii) to send or collect any patient data obtained from healthcare providers.

Zendesk reserves the right, at its sole discretion, to terminate any Chat Lite accounts that have been inactive for thirty (30) or more days and re-assign the subdomain(s) associated with such terminated Chat Lite account.

Termos Adicionais para o Serviço de Conversa da Zendesk (“Zendesk Talk”):

Caso o seu Plano de Serviço para o Suporte Zendesk permita que Você utilize o Zendesk Talk ou Você, de outra forma, assine ou utilize o Zendesk Talk como um Serviço, se aplicam os seguintes Termos Adicionais:

Você compreende e concorda que (a) o Zendesk Talk não se destina a apoiar ou levar chamadas de emergência para quaisquer serviços de emergência, tais como pontos de atendimento de segurança pública; (b) não nos responsabilizaremos por quaisquer reclamações, danos ou perdas (e Você renuncia a qualquer e todas as reivindicações ou causas de ação), decorrentes de, ou relacionadas com a incapacidade da sua utilização (ou da utilização por parte de agentes ou usuários finais) do Zendesk Talk para fazer tais chamadas de emergência; (c) Você é o único responsável pela Sua operação do Zendesk Talk (incluindo disponibilizar a funcionalidade de mensagens de texto), em conformidade com todas as leis aplicáveis em todas as jurisdições, incluindo, mas não se limitando a, leis de gravação e escutas telefônicas e leis relacionadas ao telemarketing e spam, tais como a Lei de Defesa do Consumidor de Telefonia; e (d) Você nos defenderá, isentará e indenizará de, e contra quaisquer reclamações de terceiros decorrentes de qualquer das anteriores.

At Zendesk’s election, Subscription Charges and Usage Charges for Zendesk Talk may be charged in arrears or by requiring You to prepay for expected usage. To the extent that You have or are required to prepay for expected usage of Zendesk Talk, Your credit card will automatically be charged with the same amount and by the same payment method chosen when You first establish a prepaid credit for Zendesk Talk, or by such additional amount You request as a regular prepaid credit.

If You prepay for Zendesk Talk via check, wire, or ACH, Zendesk reserves the right to automatically re-invoice You for the same amount as the previous prepayment amount if Your balance approaches $0.00. If You wishes to cancel or change this automatic recharge option, then You should contact Your Sales Representative or support@zendesk.com. Talk usage credits will expire one (1) year from the date of purchase if unused at that time.

If Your Zendesk Talk Service Plan includes Zendesk Text, then You agree that only Your Agents who have purchased both Zendesk Talk and Zendesk Text are authorized to use Zendesk Text. Zendesk reserves the right to monitor and periodically audit Your use of Zendesk Talk and Zendesk Text to ensure that Your use complies with this Agreement and the Zendesk Talk Service Plan restrictions on Our Site. Should Zendesk discover that Your or any Agent’s use of Zendesk Talk or Zendesk Text is not in compliance with the Agreement and the Zendesk Talk Service Plan restrictions on Our Site, Zendesk reserves the right to charge You, and You hereby agree to pay for, said usage in addition to other remedies available to Us.

Use of Zendesk Talk and the related functionality is subject to the obligation to pay applicable Usage Charges, Subscription Charges and other applicable charges stated here. By enabling or otherwise using Zendesk Talk, You are agreeing to pay these fees. Usage Charges are subject to change and may be revised by Zendesk at any time. Any changes to the list price of Usage Charges will be made across all Subscribers and will not be targeted towards individual Subscribers.

Some jurisdictions may require that You have an address within the jurisdiction or provide additional documentation to purchase a phone number within the jurisdiction through Zendesk Talk. If You are in such a jurisdiction, You agree to provide this information as reasonably requested by Zendesk. You further authorize Zendesk to disclose the provided information to Our third party voice service provider, Twilio, Inc. (“Twilio”), any necessary governmental agency and the telecommunications carrier generating the phone number. Such information will be considered Confidential Information under this Agreement (subject to Your consent to share it with the listed third parties above). You further understand that Your phone number in the jurisdiction may be taken out of service or not provisioned if You are unable to provide the requested information.

Termos Adicionais para o Serviço Explore da Zendesk (“Zendesk Explore”):

Caso o seu Plano de Serviço para o Suporte Zendesk permita que Você utilize o Zendesk Explore ou Você, de outra forma, assine ou utilize o Zendesk Explore como um Serviço, se aplicam os seguintes Termos Adicionais:

A definição de “Software” no Acordo deverá incluir conectores que são usados por Você para conectar Suas fontes de dados ao Zendesk Explore ou que permitem que você use qualquer funcionalidade em conexão com o Zendesk Explore.

Use of Zendesk Explore may be subject to the obligation to pay applicable Usage Charges, platform fees and other applicable Subscription Charges as detailed on the Site. By enabling or otherwise using Zendesk Explore, You are agreeing to pay all applicable fees and charges related to Your use of Zendesk Explore. Zendesk Explore is also subject to certain product restrictions, including usage limits, as communicated to You on the Site.

Termos suplementares para o Serviço de Guia do Zendesk (“Guia Zendesk”):

Se o seu Plano de Serviço para o Suporte Zendesk permitir que você use o Guia Zendesk ou você, de outra forma, se inscrever ou utilizar o Guia Zendesk como Serviço, aplicam-se os seguintes Termos Suplementares:

Some features of Zendesk Guide may be subject to additional Subscription Charges, Usage Charges and Consumption Capacity limits as explained on the Zendesk Guide pricing page on the Site. By enabling or otherwise using Zendesk Guide, You are agreeing to pay these charges and agreeing to the applicable feature terms. “Consumption Capacity”, as it relates to Zendesk Guide, means the maximum number of Ticket deflections available to You using the Answer Bot feature of Zendesk Guide for the Service Plan to which You subscribe.

Subscription Charges for certain Zendesk Guide features may be charged in arrears or require You to prepay for expected consumption. Unless an earlier expiration date is communicated to You at time of purchase, Consumption Capacity will expire and no longer be redeemable at the end of the time period to which the Consumption Capacity is allocated. If Your Account reaches a Consumption Capacity limit during the applicable time period, the functionality of the relevant feature will not be available in Your Account until the beginning of the next time period unless You purchase additional Consumption Capacity by upgrading to a higher Service Plan or have otherwise agreed to a different overage pricing model which allows You to continue to use the feature and pay for such additional use.

Termos suplementares para o serviço Connect do Zendesk (“Zendesk Connect”):

Se o seu Plano de Serviço para o Suporte Zendesk permitir que você use o Zendesk Connect ou você, de outra forma, se inscrever ou utilizar o Zendesk Connect como Serviço, aplicam-se os seguintes Termos Suplementares:

1. Taxas de assinatura e usuários mensais de mensagens.

Use of Zendesk Connect is subject to the obligation to pay applicable Subscription Charges and Usage Charges as stated on the pricing pages of the Site. Unless an earlier expiration date is communicated to You at time of purchase, Monthly Messaged Users will expire and no longer be redeemable at the end of the month to which the Monthly Message User amount is allocated. “Monthly Messaged Users,” as it relates to Zendesk Connect, means the maximum amount of individual End-Users You may contact in a given month under the Zendesk Connect Monthly Messaged User tier to which You subscribe. In no event will Monthly Messaged Users carry over outside of the month to which it is allocated. If Your Account reaches a Monthly Messaged User limit during the applicable month and You continue to contact additional End-Users during the month, You will be upgraded to the subscription tier applicable to Your actual Monthly Messaged User amount for the remainder of Your Subscription Term as described on the Site or be charged for and pay such overage as otherwise agreed by the Parties.

2. Consentimento do Usuário Final

Você declara ter notificado e recebido todos os consentimentos necessários de seus usuários finais para contatá-los usando o Zendesk Connect.

3. Serviços de terceiros

O Zendesk Connect fornece funcionalidades que permitem que Você habilite os Serviços de Terceiros no Zendesk Connect para enviar campanhas para Usuários Finais através do Serviço de Terceiros. Se você estiver acessando e usando o Zendesk Connect integrado com um Serviço de Terceiros, você certifica que esses fornecedores prestam Serviços de Terceiros e certifica que concordou com os termos de serviço que esse terceiro usa para governar o uso de sua plataforma. Se você usar esses Serviços de Terceiros, declara que notificou a, e recebeu todos os consentimentos necessários de seus usuários finais para contatar esses usuários finais usando o Zendesk Connect e/ou os serviços de mensagens de terceiros que você habilitou dentro de sua conta . Além disso, você concorda com que seus dados de serviço podem ser transferidos e processados pelos Serviços de Terceiros que você habilita no Zendesk Connect, conforme necessário, para fornecer o Serviço.

4. Restrições

É proibido colocar os seguintes tipos de informações na funcionalidade de campanha de e-mail do Zendesk Connect: (a) número de segurança social, número de passaporte, número da carteira de motorista ou identificador similar (ou qualquer parte dele); (b) número de cartão de crédito ou débito, informações financeiras, números de contas bancárias ou senhas; (c) informações de emprego, financeiras ou de saúde; (d) afiliação política, étnica ou religiosa, associação sindical ou orientação sexual; (e) senhas de conta, nome de solteira da mãe ou data de nascimento; (f) histórico criminal; ou (g) qualquer outra informação ou combinação de informações que seja considerada sensível ao abrigo do quadro legal de qualquer jurisdição aplicável.

Além disso, você está proibido de se envolver nas seguintes atividades em seu uso das funcionalidades de campanha de e-mail do Zendesk Connect: (a) usar listas de e-mail sem permissão (ou seja, listas em que cada destinatário não concedeu permissão expressa para receber e-mails de você, optando positivamente por receber esses e-mails); (b) usar listas de e-mail compradas ou alugadas; (c) usar endereços de e-mails, nomes de domínio ou servidores de correio de terceiros sem permissão adequada; (d) enviar e-mails para endereços não específicos (por exemplo, webmaster@domain.com ou info@domain.com); (e) enviar e-mails que resultam em um número inaceitável de queixas de spam ou UCE (mesmo que os próprios e-mails não sejam realmente spam ou UCE); (f) não incluir um link de “cancelar inscrição” em cada e-mail, que permita que o destinatário se remova de sua lista de endereços; (g) não cumprir com qualquer pedido de um destinatário para ser removido da sua lista de distribuição de e-mails no prazo de dez (10) dias após a recepção do pedido; (h) não incluir em cada e-mail um link para a atual política de privacidade aplicável a esse e-mail; (i) disfarçar a origem ou assunto de qualquer e-mail ou falsificar ou manipular o endereço de e-mail, a linha de assunto, os cabeçalhos ou as informações do caminho de transmissão originais para qualquer e-mail; (j) não incluir em cada e-mail seu endereço de correspondência física válido ou um link para essa informação; e (k) incluir “lixo eletrônico”, “correntes”, “esquemas de pirâmide”, incentivos (por exemplo, cupons, descontos, prêmios ou outros incentivos) ou outro material em qualquer e-mail que encoraje um destinatário a encaminhar o e-mail para outro destinatário. Você não usará a funcionalidade da campanha de e-mail do Zendesk Connect para atividades de alto risco, que incluirão usos como a operação de instalações nucleares, controle de tráfego aéreo, sistemas de suporte de vida ou onde o uso ou falha do Zendesk Connect pode levar à morte, ferimentos pessoais ou dano ambiental. Você é o único responsável por garantir que Seu uso do Serviço, incluindo, sem limitação, Seu fornecimento de Dados de Serviço ao Zendesk Connect através de Serviços, esteja em conformidade com todas as leis, regras, regulamentos, regimes autorreguladores do setor e contratos terceirizados, termos e políticas que se aplicarem, incluindo, sem limitação, as leis de obrigação de iniciador sob CAN-SPAM ou outras regulações de marketing por e-mail, leis de gravação e escutas telefônicas e leis relacionadas ao telemarketing e spam, tais como a Lei de Defesa do Consumidor de Telefonia, e a obtenção de todos os consentimentos, autorizações e licenças de Serviços Terceirizados e de Usuário Final do Cliente, e quaisquer outros terceiros que possam ser necessários em conexão a eles.

A Zendesk não pretende usar a funcionalidade de campanha de e-mail do Zendesk Connect para criar obrigações de acordo com a Lei de Portabilidade e Responsabilidade do Seguro de Saúde de 1996 (“HIPAA”), a Lei Gramm-Leach-Bliley (“GLBA”) ou leis similares e não faz representações de que a funcionalidade da campanha de e-mail do Serviço satisfaz os requisitos de tais leis. Se você é (ou se tornou) uma Entidade Coberta ou um Associado Empresarial (conforme definido na HIPAA) ou uma Instituição Financeira (conforme definido no GLBA), você concorda em não usar a funcionalidade de campanha de e-mails do Zendesk Connect para qualquer finalidade ou de qualquer forma que envolva Informações de Saúde Protegidas (Conforme definido na HIPAA) ou Informações pessoais não públicas (conforme definido no GLBA).

Supplemental Terms for Zendesk’s Sunshine Service (“Zendesk Sunshine”):

If Your Service Plan for Zendesk Support allows You to use Zendesk Sunshine or You otherwise subscribe to or utilize Zendesk Sunshine as a Service, the following Supplemental Terms apply:

Some features of Zendesk Sunshine may be subject to additional Subscription Charges, Usage Charges and usage limits as explained on the Zendesk Sunshine pricing page and related Documentation on the Site. By enabling or otherwise using Zendesk Sunshine, You agree to pay these charges and agree to the applicable feature specifications. Further, You knowledge that You are responsible for the Service Data You input into Zendesk Sunshine in accordance with the Agreement.

Termos Adicionais para Determinados Serviços Associados Implementados da Zendesk (Complementos):

Para Assinantes que adquiriram ou receberam acesso aos Serviços Associados Implementados listados abaixo, existem Termos Adicionais que serão fornecidos a Você no Formulário de Pedido correspondente que complementará o Acordo:

• Collaboration Deployed Associated Service for Zendesk Support
• Serviço Associado Implementado de API de Alto Volume para Suporte Zendesk
• Serviço Associado Implementado de Localização de Data Center para Suporte Zendesk
• Serviço Associado Implementado de Suporte ao Cliente Prioritário para Suporte Zendesk
• Serviço Associado Implementado de Suporte ao Cliente Especial para Suporte Zendesk
• Serviço Associado Implementado de Segurança Avançada para Suporte Zendesk
• Serviço Associado Implementado de Sandbox Premium para Suporte Zendesk

Termos Adicionais para o API Zendesk e SDKs:

Caso Você utilize ou acesse qualquer API para fins de desenvolvimento, implementação e publicação de Aplicativos (conforme definido no Acordo API), Você concorda, por meio deste, que seu uso será regido pelo Acordo de Licença de API e Desenvolvedor de Aplicativos ( “Acordo de API”). Além disso, caso Você utilize ou acesse qualquer SDK (definido abaixo), Você concorda, por meio deste, que a Sua utilização do SDK será regido pelo Acordo API, além deste Acordo. “SDK” trata-se de qualquer kit de desenvolvimento de software relacionado a um Serviço desenvolvido pela Zendesk e disponibilizado a Você.

Termos Adicionais para o Zendesk Marketplace (Mercado):

Caso Você utilize ou acesse o Mercado, conforme disponível na Sua Conta e em https://www.zendesk.com/apps, Você concorda, por meio deste, com os Termos de Uso do Mercado (os “Termos de Mercado”). Conforme descrito nos Termos do Mercado, certos termos adicionais podem ser aplicados ao uso de Aplicativos (conforme definido nos Termos do Mercado).

TERMOS E CONDIÇÕES SUPLEMENTARES
SEÇÃO 2: COMO PROTEGEMOS SEUS DADOS DE SERVIÇO

O Grupo Zendesk está empenhado em fornecer um programa de segurança robusto e abrangente, incluindo as medidas de segurança estabelecidas nesses Termos Adicionais (“Medidas de Segurança”). Durante o Período de Assinatura, essas Medidas de Segurança podem ser alteradas sem aviso prévio, à medida que os padrões evoluem ou à medida que os controles adicionais são implementados ou controles existentes são modificados conforme julgarmos devidamente necessário.

As Medidas de Segurança por Nós utilizadas

As provided for in Section 3.2 of Exhibit A: General Terms and Conditions, We will abide by these Security Measures to protect Service Data as is reasonably necessary to provide the Services:

1. Políticas de segurança e quadro de funcionários. Nós possuímos e iremos manter um programa de segurança gerenciado que visa identificar riscos e implementar tecnologia preventiva, bem como tecnologia e processos para atenuar ataques comuns. Esse programa é e será revisado regularmente para proporcionar continuidade, eficácia e precisão. Nós possuímos e iremos manter uma equipe de segurança da informação em tempo integral, responsável por monitorar e analisar a infraestrutura de segurança das Nossas redes, sistemas e serviços, responder a incidentes de segurança e desenvolver e oferecer treinamento a Nossos funcionários em conformidade com Nossas políticas de segurança.

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 UI’s or API’s (using TLS or similar technologies) over the Internet, except for any Third Party Services that does not support encryption, which You may link to through the Services at Your election.

3. Audits and Certifications. Upon Customer’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 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 seventy-two (72) hours of a Service Data Breach. “Service Data Breach” is defined as 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. These keys 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 keys. Upon termination of personnel, or where compromise of said key is suspected, these keys 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 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 audits.

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

• Uma organização de segurança responsável pelas funções de segurança física 24 horas por dia/7 dias por semana/365 dias no ano.
• O acesso às áreas onde os sistemas ou componentes de sistemas estão instalados ou armazenados em data centers é restrito por meio de medidas de segurança e políticas consistentes com os padrões da indústria.
• Sistemas de N+1 de fornecimento de energia ininterrupto e de HVAC, arquitetura de geração de energia de backup e supressão de fogo avançada.

Technical and Organizational Security Measures for Third-Party Service Providers Who Host, Process, or Have Access to Service Data.

As provided for in Section 3.5 of the General Terms and Conditions, 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 Service and will be subject to, among the other requirements in Section 3.5, 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. Controles do sistema de acesso. Os prestadores de serviços terceirizados devem tomar as devidas medidas para impedir que os sistemas de processamento de dados sejam utilizados sem autorização. Esses controles devem variar com base na natureza do Processamento efetuado e podem incluir, entre outros controles, a autenticação através de senhas e/ou autenticação de dois fatores, processos de autorização documentados, processos de gestão de alterações documentados e/ou registro de acesso em diversos níveis.

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. Controles de entrada. Os prestadores de serviços terceirizados devem tomar medidas razoáveis destinadas a garantir que seja possível verificar e determinar se e por quem os Dados de Serviço foram inseridos em sistemas de processamento de dados, modificados ou removidos; e qualquer transferência de Dados de Serviço para um provedor de serviços de terceiros é feita através de uma transmissão segura.

6. Proteção de dados. Os prestadores de serviços terceirizados devem tomar medidas razoáveis destinadas a garantir que os Dados do Serviço sejam protegidos contra a destruição ou perda acidental.

7. Separação lógica. Os prestadores de serviços terceirizados devem separar os Dados de Serviço dos dados de outras partes em seus sistemas, de maneira lógica, a fim de garantir que os Dados de Serviço possam ser Processados separadamente.

CONDIÇÕES E TERMOS COMPLEMENTARES
SEÇÃO 3: TERMOS PARA PAÍS ESPECÍFICO

Os seguintes termos específicos do país podem ser aplicáveis ao Seu uso do Serviço.

Japão:
Você concorda que é responsável por (i) notificar os Usuários Finais utilizando os Nossos Serviços através de Sua Conta sobre como o Grupo Zendesk pode usar os Dados Pessoais dos Usuários Finais conforme descrito no Acordo e (ii) obter o consentimento prévio dos Usuários Finais para nos divulgar seus Dados Pessoais.

Brasil:
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 the Agreement and is collected, stored, used and/or processed in accordance with Brazilian Law No. 12,965/2014; Brazilian Decree No. 8,771/2016; and Brazilian Law No. 13,709/2018. You agree that You are responsible for notifying End-Users that by using Our Services they expressly consent to the collection, use, storage and processing of their Personal Data by Us as described.

Austrália:
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 6.3, 8.2, 9.2, 9.3, 10 and 11.1. 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).

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 the 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. 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. 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.

As Partes concordam em cooperar com relação à investigação e avaliação de qualquer Violação de Dados do Serviço relevante e com relação a qualquer notificação dessa Violação de Dados do Serviço exigida nos termos de qualquer Lei de Proteção de Dados Aplicável a um órgão regulador, em qualquer jurisdição, seja local ou estrangeira, inclusive, sem limitação, ao Escritório do Comissário de Informação da Austrália (cada qual, uma “Autoridade Reguladora”) e às pessoas afetadas. Qualquer correspondência ou notificação às Autoridades Reguladoras e pessoas afetadas deve ocorrer conforme mutuamente acordado por ambas as Partes. Entretanto, nada no presente Contrato impedirá qualquer uma das Partes de cumprir suas respectivas obrigações legais nos termos das Leis de Proteção de Dados Aplicáveis, inclusive no que diz respeito à notificação de Violação de Dados do Serviço a uma Autoridade Reguladora ou pessoa física.

Nova Zelândia:
Você concorda que é responsável por notificar os Usuários-Finais que os Dados Pessoais coletados, armazenados, utilizados e/ou processados pelo Grupo Zendesk, conforme descrito no Acordo, são coletados, armazenados, utilizados e/ou processados de acordo com a Lei de Privacidade da Nova Zelândia (1993) e os seus 12 Princípios de Privacidade de Informações (NZ IPPs), conforme detalhamos aqui.

Singapura:
Você concorda que é responsável por notificar os Usuários-Finais que os Dados Pessoais coletados, armazenados, utilizados e/ou processados pelo Grupo Zendesk, conforme descrito no Acordo, são coletados, armazenados, utilizados e/ou processados conforme as obrigações do Grupo Zendesk sob a Lei de Proteção de Dados Pessoais de Singapura (“PDPA”), de 2012, conforme detalhamos aqui.

Canadá:
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.

CONDIÇÕES E TERMOS COMPLEMENTARES
SEÇÃO 4: SERVIÇOS DE CONSULTORIA

If Subscriber has engaged Zendesk for the provision of professional services (including any training, success, and implementation services, “Consulting Services”) as indicated a Statement of Work (“SOW”) or other written document such as a “Description of Consulting Services” on an Order Form, the provision of such Consulting Services will be governed by the Agreement. Unless otherwise agreed to in a SOW or Order Form, Subscriber agrees that any Consulting Services purchased by Subscriber must commence within six (6) months of the execution of the SOW or Order Form. In consideration of the foregoing, Subscriber and Zendesk, intending to be legally bound, agree to the terms set forth below.

1. Scope. All Consulting Services pursuant to the Agreement provided by Zendesk to Subscriber will be outlined in one or more mutually agreed-upon and jointly executed SOW(s) or Order Form(s), each incorporated into the Agreement and describing in detail the scope, nature and other relevant characteristics of Consulting Services to be provided.

2. Retention. Subscriber hereby retains Zendesk to provide the Consulting Services described in one or more SOWs or Order Forms, subject to the terms and conditions set forth in the Agreement. Zendesk shall not be obligated to perform any Consulting Services until both Parties have mutually agreed upon and executed a SOW or Order Form with respect to such Consulting Services. After execution of a SOW or Order Form, the Consulting 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”).”

3. Desempenho dos serviços de consultoria.

3.1 Each SOW or Order Form will include reasonable details about Consulting Services, including, at a minimum, the Consulting Fees (defined below) charged and the Consulting Services provided. Zendesk and Subscriber agree to cooperate in good faith to achieve satisfactory completion of the Consulting Services in a timely and professional manner.

3.2 The Parties will each designate a representative to interface and facilitate the successful completion of the Consulting Services.

3.3 Zendesk will perform the Consulting 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, “Consulting Services Personnel”). 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 Consulting Services (collectively, “Assistance”). Zendesk, including its Subcontractors, will not be liable for any deficiency in the performance of Consulting 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.

3.4 In performing the Consulting Services, Zendesk will utilize Consulting Services Personnel as it deems necessary to perform the Consulting 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 Consulting Services Personnel to perform such Consulting Services. Zendesk may replace Consulting Services Personnel in its normal course of business, provided that Zendesk will be responsible for the performance of Consulting Services by all Consulting Services Personnel.

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

3.6 Consulting Services Personnel may enter (“assume into”) Subscriber’s production Account to provide the Consulting Services as provided for in Zendesk’s Customer Controlled User Assumption Policy found at: https://support.zendesk.com/hc/en-us/articles/115001753608-Granting-Zendesk-temporary-access-to-your-account.

3.7 In the event that Subscriber seeks to change the scope of Consulting Services to be provided under any SOW or Order Form (including, but not limited to, any changes to the project schedule described in the SOW or Order Form), Subscriber shall discuss such proposed changes with Zendesk. If Zendesk elects to perform such changes to the Consulting Services, the Parties shall work together in good faith to execute a written Change Order. Zendesk shall be entitled to an adjustment in Consulting Fees pursuant to the changes reflected in the Change Order. Zendesk shall not be obligated to perform any differing or additional Consulting Services unless the Parties have mutually agreed upon a written Change Order.

3.8 Unless otherwise agreed to in a SOW or Order Form, for Consulting Services that are deliverable or milestone based, upon delivery of all deliverables or completion of all milestones detailed in the SOW or Order Form, Zendesk shall provide Subscriber with written notice (“Completion Notice”). Thereafter, Subscriber shall have five (5) days from the date of the Completion Notice to provide Zendesk with written notice describing any deliverables that have not been provided or milestones not met. The SOW or Order Form shall be deemed complete and the deliverables accepted or milestones met absent Subscriber’s timely written notice of any deliverables not having been provided or milestones not having been met. For the avoidance of doubt, a Completion Notice shall not be necessary for Consulting Services that are time and materials based.

4. Consulting Fees.

4.1 Subscriber will pay Zendesk the fees to provide the Consulting Services as detailed or described in an Order Form or SOW (the “Consulting Fees”).

4.2 All Consulting Services will be provided on either a time and materials or fixed-fee basis, as indicated in the applicable SOW or Order Form. Each SOW or Order Form providing for time and materials based Consulting Fees will contain a detailed estimate of such time and materials necessary for performance of Consulting Services (“T&M Estimate”). Zendesk will make a commercially reasonable effort to provide such Consulting Services within such T&M Estimate, up to the number of hours agreed to by the Parties. If it appears that the T&M Estimate may be exceeded, Zendesk will make a reasonable effort to notify Subscriber as soon as practicable and provide an amended T&M Estimate. Upon receiving such amended T&M Estimate, Subscriber will accept or reject the amended T&M Estimate. Unless Subscriber rejects such amended T&M Estimate within five (5) days of delivery, such amended T&M Estimate shall be deemed accepted by Subscriber and Subscriber shall be liable for all Consulting Fees associated with Consulting Services delivered in reliance on such amended T&M Estimate. Any amended T&M Estimate which is accepted by Subscriber shall be deemed a Change Order.

4.3 As detailed in the applicable SOW or Order Form, the performance of Consulting Services may be subject to an advance payment of Consulting Fees by Subscriber upon execution of the SOW or Order Form. Such advance payment will be applied against Consulting Fees which become payable by Subscriber. Zendesk may refuse to perform Consulting Services unless and until such advance payment is paid to Zendesk.

4.4 In addition to any and all Consulting Fees, Subscriber will reimburse Zendesk for any reasonable expenses for travel, lodging, communications, shipping charges and out-of-pocket expenses, including changes to travel and accommodations resulting from Subscriber’s request incurred by Zendesk in connection with providing the Consulting Services (“Expenses”). Zendesk will provide reasonable documentation for all Expenses as requested by Subscriber.

4.5 Todas as Taxas de Consultoria ou Despesas não pagas ficarão em atraso trinta (30) dias após o prazo de pagamento e estarão sujeitas a uma taxa de atraso de um e meio por cento (1,5%) ao mês para cada mês em que o pagamento não seja efetuado.

4.6 Cancellation/Changes: Any cancellations of or changes to the Consulting Services less than five (5) days prior to the agreed upon Consulting Services commencement date are subject to forfeiture of Consulting Fees paid and reserved date(s).

5. Relationship of the Parties. Zendesk is an independent contractor and will maintain complete control of and responsibility for its Consulting Services Personnel, methods and operations in providing Consulting 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 Consulting 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 Consulting Services any taxes, unemployment, social security or other such expense unless otherwise required by law.

6. Garantias.

6.1 A Zendesk declara e garante, por meio deste, que:

1. Os Serviços de Consultoria prestados segundo o Acordo serão realizados no prazo e de maneira profissional pela Zendesk e seu Pessoal de Serviços de Consultoria, de acordo com os padrões aceitos geralmente pela indústria; contanto que o único e exclusivo recurso do Assinante para qualquer violação desta garantia venha a ser, a critério da Zendesk, realizar novamente os Serviços de Consultoria ou a rescisão da SOW aplicável e a devolução da parte das Taxas de Consultoria recebidas pela Zendesk do Assinante referente à parte que não está em conformidade dos Serviços de Consultoria e que
2. não esteja sob quaisquer outras restrições ou obrigações contratuais, ou obrigações de qualquer outro tipo que sejam incompatíveis com a execução do Acordo ou, no melhor conhecimento deste, que interfiram com o desempenho dos Serviços de Consultoria.

6.2 As Partes, por meio deste, concordam que:

EXCEPT AS SPECIFICALLY SET FORTH IN SECTION 6.1 ABOVE, CUSTOM APPLICATIONS THAT RESIDE WITHIN THE ZENDESK SERVICE FRAMEWORK, HELP CENTER CUSTOMIZATIONS, INTEGRATIONS, AND PROGRAMMING SCRIPTS THAT ARE IDENTIFIED AND BEING DELIVERED UNDER A SOW (COLLECTIVELY, “CUSTOMIZED 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 OF THE CUSTOMIZED DELIVERABLES. ZENDESK SHALL NOT BE RESPONSIBLE, IN LAW OR OTHERWISE, FOR ANY CUSTOMIZED DELIVERABLES DESPITE ANY OTHER WARRANTIES OR GUARANTEES, IN THE EVENT THAT SUBSCRIBER MODIFIES ANY CUSTOMIZED 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 CUSTOMIZED DELIVERABLES SHALL BE UNINTERRUPTED OR ERROR-FREE, OR THAT IT WILL MEET ANY PARTICULAR CRITERIA OF PERFORMANCE OR QUALITY. ZENDESK EXPRESSLY DISCLAIMS ALL WARRANTIES REGARDING CUSTOMIZED DELIVERABLES, INCLUDING, WITHOUT LIMITATION THE IMPLIED WARRANTIES OF MERCHANTABILITY, TITLE, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, COMPATIBILITY, SECURITY OR ACCURACY. FURTHER, ZENDESK EXPRESSLY DISCLAIMS ANY RESPONSIBILITY TO SUPPORT OR MAINTAIN CUSTOMIZED DELIVERABLES 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. Direitos para os produtos a serem entregues; propriedade.

7.1 The Parties hereby agree that the specified Consulting 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 using Pre-existing Technology, Developed Technology, and/or Generic Components (each as defined below). Unless otherwise expressly specified in a SOW or Order Form, no deliverable provided in connection with the Consulting Services provided pursuant to the Agreement shall constitute a “Work Made For Hire” under the Agreement. In the event that any such deliverable is held to be a Work Made For Hire, Subscriber hereby assigns to Zendesk all right, title and interest therein or to the extent such assignment is not permitted or effective, hereby grants to Zendesk a perpetual, irrevocable, exclusive, worldwide, fully-paid, sub-licensable (through multiple layers), assignable license to any such deliverable. Additionally, Zendesk shall have a perpetual, irrevocable, non-exclusive, worldwide, fully-paid, sub-licensable (through multiple layers), assignable license to incorporate into the Pre-existing Technology, Developed Technology, and/or Generic Components or otherwise use any suggestions, enhancement requests, recommendations or other feedback Zendesk receives from Subscriber.

7.2 Without limiting the foregoing, Zendesk and its licensors reserve and retain ownership of all Pre-existing Technology, Developed Technology and Generic Components (each as defined below), and Zendesk hereby grants to Subscriber a non-exclusive, fully-paid, limited license to use Pre-existing Technology, Developed Technology and Generic Components solely in connection with Subscriber’s use of the Service(s). “Pre-existing Technology” means all of Zendesk’s inventions (including those of Zendesk’s Affiliates) (whether or not patentable), works of authorship, designs, know-how, ideas, concepts, information and tools in existence prior to the commencement of the Consulting Services. “Developed Technology” means ideas (whether or not patentable) know-how, technical data, techniques, concepts, information or tools, and all associated Intellectual Property Rights thereto developed by Zendesk and its Affiliates or their Consulting Services Personnel in connection with providing Consulting Services pursuant to the Agreement that derive from, improve, enhance or modify Zendesk’s Pre-existing Technology. “Generic Components” means all inventions (whether or not patentable), works of authorship, designs, know-how, ideas, information and tools, including without limitation software and programming tools developed by Zendesk and its Affiliates or their Consulting Services Personnel in connection with providing Consulting Services generally to support Zendesk’s product and/or service offerings (including, without limitation the Services) and which can be so used without use of Subscriber’s Confidential Information.

Soberania da versão em inglês

Non-English translations of this Policy are provided for convenience only. In the event of any ambiguity or conflict between translations, the English version is authoritative and prevails.