Cofferwell for Zendesk: Terms of Service

Effective date: October 1, 2026 These terms are between Great Work LLC, 651 N Broad St Suite 206, Middletown, DE 19709, USA ("Great Work", "we") and the organization that installs the Cofferwell app for Zendesk Support ("Customer", "you"). Installing or using the App means you accept them. Contact: hello@greatwork.company.

1. License. While your subscription or trial is active, we grant you a non-exclusive, non-transferable right for your agents to use the App within your Zendesk account for your internal business purposes.

2. Trial and billing. The App starts with a 14-day trial. Zendesk collects a payment card at installation and, unless you uninstall before the trial ends, bills your plan monthly in advance through Stripe on our behalf: a flat monthly price for the Team plan (up to 10 agents and admins) or a price per agent for the Scale plan (11 or more), as listed on the Marketplace listing. There is no free plan. If your account grows past your plan, the App keeps showing records and turns actions off until you switch plans. You can uninstall at any time in Zendesk; uninstalling stops future charges. Fees are non-refundable except where the law requires otherwise or where Zendesk requires a refund under its Marketplace terms; if the App fails materially and we cannot fix it, write to us and we will refund the affected month. We may change prices with 30 days' notice; changes apply from the next billing period.

3. Your Microsoft environment and your responsibilities. You provide and control the Microsoft Entra app registration, its client secret, its entry on Business Central's Microsoft Entra Applications page and the permission sets assigned there, and which of your agents may take actions and change customer holds. You are responsible for the permission sets you assign, for every document your agents send and every hold they change with the App, for the text your agents insert into replies and send, for Microsoft's terms, licensing and limits that apply to your Business Central environment (including whether people who see Business Central data through the App need a Business Central license; ask your Microsoft partner), for having the right to process the personal data in your tickets and Business Central, and for your agents' use of the App. Do not use the App to circumvent Zendesk's or Microsoft's limits or terms.

4. How the App works. The App runs in your browser. It acts in Zendesk as the signed-in agent and in Business Central as your app registration, through Zendesk's app proxy. Zendesk adds your client secret to the sign-in request; Microsoft's short-lived access token is held in the sidebar's memory. The App sends a change to Business Central only after the agent confirms it, and then writes an internal note on the ticket. Business Central decides whether a change succeeds and how a document is emailed (your document sending setup). If Business Central accepts a change but the note cannot be written, the App shows the note text so the agent can add it.

5. Data. Our Privacy Policy (https://greatwork.company/apps/cofferwell/privacy) describes the data the App processes. We do not receive your Zendesk or Business Central data or your secret. You remain the controller of all data in your Zendesk account and Business Central environment.

6. Support and changes. We provide email support at hello@greatwork.company with a first reply within one business day (Monday to Friday, US Central time). We may update the App; we will not remove a core feature (the customer, balance, invoices, orders, shipments and credit memos panel, lookups, the organization link, emailing documents, reply summaries, customer holds, role limits, the setup check, the internal note for each Business Central change) during a paid period without notice and a pro-rata refund on request.

7. Warranty disclaimer. The App is provided "as is". To the extent the law allows, we disclaim all implied warranties, including merchantability, fitness for a particular purpose and non-infringement. We do not warrant that the App is error-free.

8. Limitation of liability. To the extent the law allows, neither party is liable for indirect, incidental, special, consequential or punitive damages, or lost profits or data, and our total liability for any claim, including any claim about a document sent or a hold changed with the App, is limited to the fees you paid for the App in the 12 months before the claim.

9. Termination. Either party may end these terms by uninstalling the App (you) or by notice (us) if the other party materially breaches them. Sections 3, 7, 8 and 10 survive.

10. General. Delaware law governs, without regard to conflict-of-law rules; courts in Delaware have exclusive jurisdiction. Zendesk and Microsoft are not parties to these terms and are not responsible for the App; the App is independent of Microsoft and is not authorized, endorsed or sponsored by it. Microsoft, Dynamics 365, Business Central and Microsoft Entra are trademarks of the Microsoft group of companies. If a provision is unenforceable, the rest stays in effect. These terms, the Privacy Policy and your plan are the entire agreement about the App.