Hourwell 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 Hourwell 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 monthly in advance through Stripe on our behalf, per agent as Zendesk counts them. The price is listed 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.

3. Your responsibilities. You are responsible for the timers and actions your admins configure, for what your Zendesk does when those actions run (emails, reassignments, priority and status changes), for having the right to process the personal data in your tickets, and for your agents' use of the App. Do not use the App to circumvent Zendesk's limits or terms.

4. How the App works, and timing. The App runs in your browser and acts only as the signed-in agent, through Zendesk's API. It stores timer definitions in its installation settings and clocks on their tickets, and installs triggers, views and automations in your account to act on them. Warnings and breaches fire within minutes while an agent with the App has Zendesk open; when nobody does, your Zendesk's hourly automations fire them after the deadline, as the listing and documentation describe. Timing therefore depends on your agents' sessions and on Zendesk running its triggers and automations (which act on at most 1,000 tickets an hour and never on closed tickets). The App measures internal deadlines; it is not a replacement for contractual or customer service-level reporting, and you should not rely on it for anything that must happen at an exact time, such as legal, medical or safety deadlines. Other triggers in your account may also act on the ticket updates the App makes.

5. Data. Our Privacy Policy (https://greatwork.company/apps/hourwell/privacy) describes the data the App processes. We do not receive 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 (timers on ticket conditions, calendars, warning and breach actions, the sidebar countdown, firing when nobody is signed in) 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 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.