Patronwell 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 Patronwell 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, at a price per agent as Zendesk counts them. Prices are 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 Microsoft environment and your responsibilities. You provide and control the Microsoft Entra app registration, its client secret, the Dataverse application user and its security role, and which of your agents may take actions. You are responsible for the security role you assign (we publish a least-privilege role and the App refuses administrator roles, but the role is yours to set), for every contact, note and activity your agents create with the App, for Microsoft's terms, licensing and limits that apply to your environment, for having the right to process the personal data in your tickets and Dynamics 365 environment, and for your agents' use of the App. Do not use the App to circumvent Zendesk's or Microsoft'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 Dynamics 365 as your application user, through Zendesk's app proxy. Zendesk adds your client secret to the sign-in request; Microsoft's short-lived access token is held in the sidebar's memory. The App sends an action to Dynamics 365 only after the agent confirms it, and then writes an internal note on the ticket. Dynamics 365 decides whether an action succeeds. If it accepts an action but the note cannot be written, the App shows the note text so the agent can add it.

5. Data. Our Privacy Policy (https://greatwork.company/apps/patronwell/privacy) describes the data the App processes. We do not receive your Zendesk or Dynamics 365 data or your secret. You remain the controller of all data in your Zendesk account and Dynamics 365 environment.

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 (the contact, account, opportunities, activity and cases panel, the organization panel, creating contacts, notes, phone calls and tasks, role limits, the setup check, the internal note for each action) 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, including any claim about a change made in Dynamics 365 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 Microsoft are not parties to these terms and are not responsible for the App; the App is independent of Microsoft and is not authorized, endorsed or sponsored by it. Microsoft, Dynamics 365, Dataverse and Microsoft Entra are trademarks of the Microsoft group of companies. 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.