Panewell 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 Panewell 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 choose which dashboards and pages the App shows, which hosts it may show them from, and which Zendesk values are placed in their links. You are responsible for those choices, for having the right to send those values to the services you configure, for the access settings of your BI tools (including any public links you create), 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. It reads the ticket, user or organization on screen through Zendesk, builds the link your admin set up with the values your admin chose, and your browser loads that link from the third-party service you configured. Those services are not part of the App: their availability, security, content and terms are theirs, and whether they can be shown inside Zendesk depends on their own settings. The App does not support embedding that requires a server-side secret. Panel settings are stored in the App's own settings in your Zendesk account.

5. Data. Our Privacy Policy (https://greatwork.company/apps/panewell/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 and of what you configure the App to send to your own services.

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 (dashboards filtered by Zendesk values in the ticket, user and organization sidebars, the allowlist, the preview) 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 any third-party service will work inside Zendesk.

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. Looker, Looker Studio, Metabase, Tableau, Power BI, Grafana and Google Sheets are trademarks of their owners, who do not make or endorse 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.