Lanewell 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 Lanewell 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 boards your admins and agents build, the ticket changes your agents make with the App, 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. The App runs in your browser and acts only as the signed-in agent, through Zendesk's API. It reads tickets from the views and searches your boards use, changes a ticket only when an agent drags or moves its card, and stores board layouts in your Zendesk account (the App's settings and one user field it installs). Ticket changes are Zendesk safe updates and are subject to your account's rules: other triggers may act on them, and Zendesk may reject them. Boards show at most the number of tickets set in the App's settings (1,000 at most). The App does not refresh boards on its own; agents click Refresh.

5. Data. Our Privacy Policy (https://greatwork.company/apps/lanewell/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 (boards from views and searches, drag to update, swimlanes, WIP limits, the calendar tab, shared and personal boards) 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.