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Ferrywell 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 Ferrywell app for Zendesk ("Customer", "you"). Installing or using the App means you accept them. Contact: hello@greatwork.company.

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

  2. Billing. The App is a one-time payment per Zendesk account, with no trial. Zendesk charges the plan you chose once, at installation, through Stripe on our behalf. Prices and each plan's ticket allowance are listed on the Marketplace listing. There is no free plan. A plan's allowance counts tickets the App creates over the life of the installation; tickets deleted again with the App's Undo count back. To import more, change to a larger plan. 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 within 30 days of the charge and we will refund it.

  3. Your responsibilities. You are responsible for the content you import (including your right to copy it into Zendesk and to process any personal data in it), for the column mapping and settings you choose, for checking the preview before you import, and for creating in Zendesk the agents, groups, brands, forms and fields your data refers to. Do not use the App to circumvent Zendesk's limits or terms.

  4. How the App works. The App runs in your browser and acts only as the signed-in admin, through Zendesk's API. It reads exports on a best-effort basis: values it cannot match are named in the preview and left out. Zendesk keeps no reply-time metrics and runs no triggers or SLAs on imported tickets. Undo deletes the tickets an import created, including any changes made to them after the import; deleted tickets stay restorable in Zendesk for 30 days unless you choose permanent deletion. Users the App created are not deleted by Undo. The import history that Resume and Undo rely on is kept in the App's settings in your Zendesk.

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

  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 (importing tickets with their comments, timestamps and attachments from CSV, JSON and email files, the preview, resume and undo) without notice.

  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 or that every export is read exactly.

  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 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 is not a party to these terms and is not responsible for the App. 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.