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Zendesk as Admin a Service (ZaaS)
Terms & Conditions

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Zendesk as a Service (ZaaS) Terms & Conditions

1. Scope of Service Gravity CX provides a managed Zendesk solution under its "Zendesk as a Service" (ZaaS) offering, which includes:

  • 10 or 25 hours per month of a dedicated Solution Consultant.

  • Zendesk and AI agent optimizations.

  • Custom integrations.

  • Technical and strategic work to optimize the customer's operations.

  • 24 or 48-hour support First Reply Time SLAs, based on the selected plan.

2. Engagement Term The minimum engagement period for the ZaaS service is 12 months. After the initial term, the engagement will continue on a rolling monthly basis unless terminated with 30 days’ written notice.

3. Hourly Usage & Expiry

  • The allocated hours (10 or 25 per month) expire at the end of each month if not utilized.

  • Unused hours do not roll over to the following month.

4. Confidentiality & Data Protection

  • Any information collected during the engagement will be treated as confidential.

  • All data shared or accessed during the engagement is protected under Gravity CX’s privacy policy and our employees' non-disclosure agreements (NDAs).

  • Gravity CX employees are strictly prohibited from disclosing any business information obtained during the engagement unless explicitly authorized in writing by the customer.

5. Marketing & Brand Usage

  • The customer agrees that Gravity CX may use their company logo in marketing materials to promote Gravity CX services.

  • If the customer wishes to opt out, they must provide written notice to Gravity CX.

6. Payment & Billing

  • Service fees are billed monthly in advance.

  • Payments must be made within 7 days of invoice issuance.

  • Late payments may result in service suspension until outstanding invoices are settled.

7. Termination

  • The service may be terminated by either party with 30 days’ written notice after the initial 12-month term.

  • Gravity CX reserves the right to terminate the service immediately in cases of non-payment, violation of terms, or misuse of services.

8. Liability & Warranty Disclaimer

  • Gravity CX provides the ZaaS service on a best-effort basis and does not guarantee specific results or uninterrupted service.

  • Gravity CX shall not be liable for indirect, consequential, or incidental damages arising from the use of the service.

By signing up for the ZaaS service, the customer agrees to these terms and conditions.