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Staffwell 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 Staffwell 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 Standard plan monthly in advance through Stripe on our behalf, as a flat price per Zendesk account. 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 HR systems and your responsibilities. You provide and control the HiBob service user, Deel token and BambooHR API key the App uses, their permissions, and which of your agents see the panel and which fields. You are responsible for having the right to process and show the employee data in your HR systems to those agents (including notices to and agreements with your employees and works councils where required), for the HR systems' terms and limits that apply to your accounts, and for your agents' use of the App. The App's field and role settings control what it requests and shows; the credentials' own permissions in the HR system are the outer limit, so grant them read access to the fields you intend to show only.

  4. How the App works. The App runs in your browser. It acts in Zendesk as the signed-in agent and reads from the HR systems with your credentials, through Zendesk's app proxy. It never writes to an HR system. It writes an internal note on a ticket only after an agent picks the fields and confirms.

  5. Data. Our Privacy Policy (https://greatwork.company/apps/staffwell/privacy) describes the data the App processes. We do not receive your Zendesk or HR data or your credentials. You remain the controller of all data in your Zendesk and HR 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 (the employee record panel for each supported HR system, status warnings, time off, per-role fields, internal notes) during a paid period without notice and a pro-rata refund on request. If an HR system withdraws or changes the API the App relies on, we will tell you and adapt where the new API allows it.

  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 HR data is current (it is what the HR system returns).

  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, HiBob (Hi Bob Ltd), Deel and BambooHR are not parties to these terms and are not responsible for the App; the App is independent of them and is not authorized, endorsed or sponsored by them. Their names are trademarks of their owners. 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.