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Funilwell 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 Funilwell 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 the plan you chose monthly in advance through Stripe on our behalf: a flat monthly price for the Team plan, or a price per agent as Zendesk counts them for the Scale plan. Prices are in US dollars and listed on the Marketplace listing. There is no free plan. Each plan covers the number of agents and admins stated on the listing; if your account grows past it, the App keeps showing RD Station data but turns actions off until you change the plan. 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 RD Station account and your responsibilities. You provide and control the RD Station CRM user and API token the App uses, that user's visibility and permissions in RD Station, the Zendesk roles and groups that can use the App, and which of your agents may take actions. You are responsible for every contact, note, deal and legal-basis change your agents make with the App, for RD Station's terms, plan requirements and limits that apply to your account, for having a lawful basis (including under the LGPD) to process the personal data in your tickets and RD Station account, and for your agents' use of the App. If someone who had access to the App should no longer have access to your RD Station data, you are responsible for deactivating the RD Station user and installing a new token. Do not use the App to circumvent Zendesk's or RD Station'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 RD Station CRM with your token, through Zendesk's app proxy. It sends an action to RD Station only after the agent confirms it, and then writes an internal note on the ticket. RD Station decides whether an action succeeds. If RD Station accepts an action but the note cannot be written, the App shows the note text so the agent can add it. When creating a deal takes several requests and a later one fails, the App says which step failed and does not repeat the earlier ones.

  5. Data. Our Privacy Policy (https://greatwork.company/apps/funilwell/privacy) describes the data the App processes. We do not receive your Zendesk or RD Station data or your token. You remain the controller of all data in your Zendesk and RD Station accounts.

  6. Support and changes. We provide email support at hello@greatwork.company, in English or Portuguese, 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 contact, deals, tasks and notes panel, creating contacts, adding notes, creating deals, recording opt-outs, role limits, the internal note for each action, the Portuguese interface) 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 change made in RD Station 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, except where the law of your country gives you rights that cannot be waived. Zendesk and RD Station are not parties to these terms and are not responsible for the App; the App is independent of RD Station and is not authorized, endorsed or sponsored by it. RD Station is a trademark of its owner. 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. The English version controls if a translation differs.