Meterwell 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 Meterwell 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 Harvest, Toggl Track or Clockify subscription is separate and is between you and that provider.

3. Your time tool and your responsibilities. You create and control the token the App uses and the permissions of the user it belongs to, the projects, tasks and billable rules time goes to, and which of your agents may send, edit and delete time. You are responsible for reviewing time before you invoice your clients, for the invoices you issue, for your time tool's terms and limits, for having the right to process the personal data in your tickets and your time tool, and for your agents' use of the App. Do not use the App to circumvent Zendesk's or your time tool'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 your time tool with your token, through Zendesk's app proxy; the token stays in a Zendesk secure setting and never reaches the browser. It reads the time agents submit with Zendesk's Time Tracking app from the ticket's history, or time an agent enters in the App, and sends it as entries, one ticket at a time, when an agent presses Send or when the agent's own save or solve of that ticket triggers it (as your admin configures). Each create is sent once and marked; if the answer is lost, the App checks your tool for the marker instead of resending, and holds time it cannot confirm until an agent checks again. What was sent is recorded on the ticket. Your time tool decides whether a request takes effect, how hours are rounded and stored, and whether an entry is locked. The App does not send time from tickets nobody opens and does not export.

5. Data. Our Privacy Policy (https://greatwork.company/apps/meterwell/privacy) describes the data the App processes. We do not receive your Zendesk or time tool 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 (sending Time Tracking time to Harvest, Toggl Track or Clockify, organization to project mapping, task and billable rules, editing and deleting sent entries, time added by hand, never sending the same time twice, 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, that time recorded in Zendesk is complete or accurate, or that your time tool'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, revenue or data, and our total liability for any claim, including any claim about time sent, not sent or billed, 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, Harvest, Toggl and Clockify are not parties to these terms and are not responsible for the App. Harvest, Toggl Track and Clockify are trademarks of their owners; the App is not made or endorsed by them. 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.