Helmwell 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 Helmwell 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 for your team size monthly in advance through Stripe on our behalf. The plans and prices are on the Marketplace listing. There is no free 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. Your TeamViewer license is separate and is between you and TeamViewer.

3. Your TeamViewer account and your responsibilities. You create and control the TeamViewer script token the App uses and the permissions it has, the groups and technicians sessions go to, and which of your agents may start and close sessions. You are responsible for the sessions your agents create with the App, for what your technicians do in a remote session, for obtaining any consent your customers must give before a remote session, for TeamViewer's terms and limits that apply to your account, for having the right to process the personal data in your tickets and your TeamViewer account, and for your agents' use of the App. Do not use the App to circumvent Zendesk's or TeamViewer'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 TeamViewer with your script token, through Zendesk's app proxy; the token stays in a Zendesk secure setting and never reaches the browser. The App creates or closes a session only after the agent confirms it, and then writes an internal note on the ticket. Each TeamViewer write is sent once; if the answer is lost, the App reads TeamViewer again instead of resending. The App puts the join link into the agent's reply editor; the agent decides whether to send it. Session reports are read from TeamViewer when an agent opens or refreshes the ticket and are logged on the ticket only when an agent confirms. TeamViewer decides whether a request takes effect and what its reports contain. If a session is created but the note cannot be written, the App says so and offers to record it on the ticket.

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

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 (starting TeamViewer sessions from tickets with group and technician mapping, the join link in the reply, live session status, closing codes, session reports logged as internal notes, session history per customer, role limits) 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 or that TeamViewer's service is available.

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 remote session created or closed 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 TeamViewer are not parties to these terms and are not responsible for the App. TeamViewer is a trademark of TeamViewer Germany GmbH; the App is not made or endorsed by TeamViewer. 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.