Employee Service
Zendesk · Employee service management
Contract terms
| Term | What the agreement says | Clause | Agreement | Source |
|---|---|---|---|---|
| Auto-renewalZendesk (vendor agreement) | renews automatically for an equivalent term; Zendesk may apply then-current ratesNote"Unless either party provides at least 30 days' prior written notice of its intent not to renew, or the Order Form states otherwise, the Subscription Term will automatically renew for an equivalent term and Zendesk may apply then-current rates." | ZCA 7.2 Renewals | Zendesk Customer Agreement (effective 2025-08-01 new / 2025-09-01 existing customers) | source [6] |
| Notice periodZendesk (vendor agreement) | at least 30 days' prior written notice of non-renewal, by email to revops@zendesk.comNote"Customer must send an email to revops@zendesk.com to notify Zendesk of its intent not to renew." | ZCA 7.2 Renewals | Zendesk Customer Agreement (effective 2025-08-01 new / 2025-09-01 existing customers) | source [6] |
| Renewal upliftZendesk (vendor agreement) | Zendesk may apply then-current rates at renewalNoteNo cap on the renewal rate is stated in the agreement. | ZCA 7.2 Renewals | Zendesk Customer Agreement (effective 2025-08-01 new / 2025-09-01 existing customers) | source [6] |
| OtherZendesk (vendor agreement) | no downgrade of Service Plan or reduction of pricing metric (e.g. Agents) during a Subscription Term; 30 days' written notice before term end for a reduction at renewalNote"Customer must also remove or deactivate any affected Agents prior to the beginning of the subsequent Subscription Term to avoid renewal at their existing levels." | ZCA 4.2 Charges | Zendesk Customer Agreement (effective 2025-08-01 new / 2025-09-01 existing customers) | source [6] |
| True-upZendesk (vendor agreement) | additional fees apply if Customer exceeds pricing metrics in the Order Form or the Storage Limits Policy limitsNote"Additional fees will apply if Customer exceeds applicable pricing metrics in the Order Form or the limits in the Storage Limits Policy." | ZCA 4.2 Charges | Zendesk Customer Agreement (effective 2025-08-01 new / 2025-09-01 existing customers) | source [6] |
| Payment termsZendesk (vendor agreement) | Charges payable upon commencement of the Subscription Term, or as specified in an Order Form or SOW; non-cancelable and non-refundableNote"Charges are non-cancelable and non-refundable, except as expressly stated in this Agreement." | ZCA 4.1 Payment; 4.2 Charges | Zendesk Customer Agreement (effective 2025-08-01 new / 2025-09-01 existing customers) | source [6] |
| Payment termsZendesk (vendor agreement) | payment disputes must be raised in good faith before the due date, or within 30 days of invoice on immediate payment terms | ZCA 4.3 Payment Disputes | Zendesk Customer Agreement (effective 2025-08-01 new / 2025-09-01 existing customers) | source [6] |
| Late payment interestZendesk (vendor agreement) | interest at the maximum rate permitted by law on overdue amounts, plus collection expenses | ZCA 4.4 Late Payment | Zendesk Customer Agreement (effective 2025-08-01 new / 2025-09-01 existing customers) | source [6] |
| Termination for convenienceZendesk (vendor agreement) | customer cancelling before term end pays unpaid amounts for the remainder of the Subscription TermNote"If Zendesk terminates the Agreement under Section 7.3 or if Customer cancels its account before the end of the Subscription Term, Customer will pay any unpaid amounts covering the remainder of the Subscription Term." | ZCA 7.4 Effect of Termination | Zendesk Customer Agreement (effective 2025-08-01 new / 2025-09-01 existing customers) | source [6] |
| Termination for breachZendesk (vendor agreement) | either party, for material breach not cured within 30 days of written notice, or insolvency; customer terminating for cause gets prepaid fees for the remainder refundedNoteZendesk may terminate immediately without notice if Customer violates Section 2.1(ii) or 2.1(v). | ZCA 7.3 Termination for Cause; 7.4 | Zendesk Customer Agreement (effective 2025-08-01 new / 2025-09-01 existing customers) | source [6] |
| SuspensionZendesk (vendor agreement) | Zendesk may limit or suspend access, including when fees are 30 days or more overdueNoteOther grounds: security risk, suspected unlawful use or government request, reseller non-payment, material harm; commercially reasonable efforts to notify first. | ZCA 7.5 Suspension | Zendesk Customer Agreement (effective 2025-08-01 new / 2025-09-01 existing customers) | source [6] |
| RefundsZendesk (vendor agreement) | customer may terminate affected Services with a pro-rated refund if an update materially reduces overall functionality without a reasonable alternative | ZCA 1.6 Updates | Zendesk Customer Agreement (effective 2025-08-01 new / 2025-09-01 existing customers) | source [6] |
| Liability capZendesk (vendor agreement) | amounts paid or payable in the 12 months preceding the initial claim, except Excluded ClaimsNoteMutual; Excluded Claims include payment obligations, confidentiality (not Service Data/security incidents), indemnities, IP infringement. | ZCA 10.2 Maximum Liability | Zendesk Customer Agreement (effective 2025-08-01 new / 2025-09-01 existing customers) | source [6] |
| Changes to the agreementZendesk (vendor agreement) | Zendesk may amend the Agreement with at least 30 days' notice; continued use is consent; online/URL terms and policies effective on publication | ZCA 11.4 Amendment | Zendesk Customer Agreement (effective 2025-08-01 new / 2025-09-01 existing customers) | source [6] |
| Governing lawZendesk (vendor agreement) | State of California; exclusive jurisdiction in San Francisco County courts | ZCA 11.10 Governing Law | Zendesk Customer Agreement (effective 2025-08-01 new / 2025-09-01 existing customers) | source [6] |
| Governing lawZendesk (vendor agreement) | Brazil; exclusive jurisdiction of the courts of the City of São PauloNoteApplies to Eligible Brazilian Accounts paying in BRL (contracting party Zendesk Brasil Software Corporativo Ltda.); Region-Specific Terms prevail over the Agreement where they conflict. | Region-Specific Terms II.2(x)-(xi) Brazil | Zendesk Region-Specific Terms (captured 2026-09-26) | source [7] |
| OtherZendesk (vendor agreement) | EU Data Act customers may request a switch or erasure with 2 months' notice, then a 30-day transition period; unpaid Charges for the rest of the committed term remain dueNoteApplies to customers qualifying under Regulation (EU) 2023/2854; no additional switching fee except term extensions or agreed Professional Services. | Region-Specific Terms III EU Data Act, 2-5 | Zendesk Region-Specific Terms (captured 2026-09-26; Section III effective 2025-09-12) | source [7] |
| OtherZendesk (vendor agreement) | order of precedence: (i) Order Form or SOW; (ii) Supplemental Terms; (iii) Data Processing Agreement; (iv) Zendesk Customer AgreementNoteCustomer purchase orders, RFIs, RFPs or other order documentation terms do not apply and are null and void. | ZCA 11.2 Entire Agreement | Zendesk Customer Agreement (effective 2025-08-01 new / 2025-09-01 existing customers) | source [8] |
| OtherZendesk (vendor agreement) | either party may terminate for cause if the other ceases business operations or becomes subject to insolvency proceedings | ZCA 7.3 Termination for Cause (ii) | Zendesk Customer Agreement (effective 2025-08-01 new / 2025-09-01 existing customers) | source [8] |
| OtherZendesk (vendor agreement) | if Zendesk terminates for cause, Customer pays any unpaid amounts covering the remainder of the Subscription TermNoteTermination never relieves Customer of fees payable for the period before the termination date. | ZCA 7.4 Effect of Termination | Zendesk Customer Agreement (effective 2025-08-01 new / 2025-09-01 existing customers) | source [8] |
| OtherZendesk (vendor agreement) | free trial is free of charge until the earliest of the end of the registered trial period, the start of a paid subscription, or termination of the trial by Zendesk in its sole discretionNoteTrial Service Data, configurations and customizations are permanently lost unless a subscription is purchased or the data exported before the trial ends; the trial is governed by the Zendesk Customer Agreement. | Free Trial Terms; ZCA 1.2 | Zendesk Free Trial Terms (captured 2026-10-22) | source [9] |
| TaxesZendesk (vendor agreement) | Charges exclude Taxes; Customer pays all Taxes except on Zendesk's net income; withholding only if set in the signed Order Form, with a valid tax receipt within 75 days or Customer pays the full invoiceNoteZendesk invoices Taxes it must collect unless a valid exemption certificate is provided before invoicing. | ZCA 4.5 Taxes; 4.6 Withholding Tax | Zendesk Customer Agreement (effective 2025-08-01 new / 2025-09-01 existing customers) | source [8] |
Price changes
No price change recorded yet. History starts the day a product is first captured; a later capture that finds a different price writes an event here.
Sources
- Zendesk Employee Service Solution Pricing Plans | Starting from $29/month Vendor page.
- [1] Captured 26 Sep 2026.
- [4] Captured 30 Sep 2026.
- IT Service Management (ITSM) Software | Zendesk Vendor page.
- [2] Captured 26 Sep 2026.
- Unlock seamless employee support with new Zendesk HRIS integrations Vendor page.
- [3] Captured 26 Sep 2026.