第 1 節。存取服務

1.1 Service. We will make the Services and Your Service Data available to You pursuant to this Agreement and the applicable Order Form(s) and Documentation in accordance with Your Service Plan. We will use commercially reasonable efforts to make the Services available 24 hours a day, 7 days a week, except (a) during Planned Downtime (of which We will give advance notice via Our Site or to the Account owner); and (b) Force Majeure Events. Zendesk reserves the right to monitor and periodically audit Your use of the Zendesk Services to ensure that Your use complies with the Agreement and the Service Plan restrictions on Our Site. Should Zendesk discover that Your use of a Service violates this Agreement or the Service Plan features and limitations on Our Site or Documentation, Zendesk reserves the right to charge You, and You hereby agree to pay, for said overuse, in addition to other remedies available to Us.

1.2 Support. We will, at no additional charge, provide applicable standard customer support for the Services to You as detailed on the applicable Site and Documentation, and upgraded support, if purchased, unless otherwise agreed with the Reseller.

1.3 修改。您確認 Zendesk 可在訂用期內修改服務的特色和功能。如要取代任何重要特色或功能，Zendesk 會向您提供商業上合理的預先通知。

1.4 Additional Features. We will notify You or the Reseller of applicable Supplemental Terms or alternate terms and conditions prior to Your activation of any Additional Features. The activation of any Additional Features by You in Your Account or by the Reseller will be considered acceptance of the applicable Supplemental Terms or alternate terms and conditions where applicable.

1.5 將權利擴展至分支機構。您可將本協議中提供的權利、利益和保護擴展至您的分支機構、代表您或您分支機構行事的承包商或服務提供者，但前提是您仍需對自己及分支機構遵守本協議的行為負責。

1.6 Professional Services. If Subscriber engages Zendesk for the provision of Professional Services, either directly with Zendesk or from an unrelated third party authorized to sell such Professional Services, the provision of such Professional Services shall be subject to the terms and conditions stated at https://www.zendesk.com/company/agreements-and-terms/professional-services-terms.

第 2 節。使用服務

2.1 Login Management. Access to and use of certain Services is restricted, such as to the specified number of individual Agents permitted under Your subscription to the applicable Service, as detailed in Our Documentation. For Services that are Agent-based, You agree and acknowledge that an Agent Login cannot be shared or used by more than one (1) individual per Account. However, Agent Logins may be reassigned to new individuals replacing former individuals who no longer require ongoing use of the Services. You and Your Agents are responsible for maintaining the confidentiality of all Agent Login information for Your Account. Absent a written license from Zendesk expressly stating otherwise, You agree and acknowledge that You may not use the Services, including but not limited to the API, to circumvent the requirement for an individual Agent Login for each individual who (a) leverages the Services to interact with End-Users; (b) Processes data related to interactions with End-Users; or (c) Processes data related to interactions originating from a Third Party Service that provides functionality similar to functionality provided by the Services and which would, pursuant to this Agreement, require an individual Agent Login if utilizing the Services for such interaction. Further, Subscriber shall not use the API or any Software in such a way to circumvent applicable Service Plan restrictions or Agent licensing restrictions that are enforced in the Service user interface. Should Zendesk discover that Your use of a Service violates this Agreement or the Service Plan features and limitations on Our Site or Documentation, Zendesk reserves the right to charge You, and You hereby agree to pay for said overuse in addition to other remedies available to Us.

2.2 Compliance. You are responsible for compliance with the provisions of this Agreement by Agents and End-Users and for any and all activities that occur under Your Account, which Zendesk may verify from time to time. Without limiting the foregoing, You will ensure that Your use of the Services is compliant with all applicable laws and regulations as well as any and all privacy policies, agreements or other obligations You may maintain or enter into with Agents or End-Users.

2.3內容與行為。除遵守本協議所訂之其他條款、條件與限制外，您亦同意遵守 Zendesk 使用者內容與行為政策，且該政策現納入本協議中。此外，在使用標的服務時，您同意：(a) 不得修改、改編或侵入標的服務，或以其他方式試圖獲取標的服務或相關系統或網路的未授權存取；(b) 不得試圖規避或破壞任何標的服務上的任何安全性或速率限制機制，或以任何干擾或破壞標的服務及其組成部分完整性、安全性或效能的方式使用標的服務；(c) 不得試圖破解、反編譯、反向工程或以其他方式探索構成標的服務之任何軟體的原始碼；或 (d) 在符合美國 1996 年健康​保險可攜性與責任法及其實施條例（簡稱「HIPAA」）之規範限制下，除經 Zendesk 另外明確書面同意外，不得利用標的服務來儲存或傳輸 HIPAA 所定義之「受保護健康資訊」。

2.4 系統要求。適當的服務傳輸需要有高速網際網路連線。您需負責採購和維護將網路連接到服務的網路連線，包括但不限於支援 Zendesk 所用協定（包括傳輸層安全性 (TLS) 協定或 Zendesk 接受的其他協定）的瀏覽器軟體，並遵循存取支援此類協定的服務的程序。我們不負責將透過非 Zendesk 擁有、運營或控制的電腦網路或電信設施（包括但不限於網際網路）傳輸的任何此類軟體的任何升級、修正或增強或任何損害包括服務資料在內的資料洩露通知您、代理人或終端使用者。如本節所述，我們對任何連線的可靠性或性能概不負責。

2.5僅限內部業務目的。除 Zendesk 於本協議另外授權或 Zendesk 另以書面方式明確同意外，如您作為服務局、或透過單一帳戶代表超過一（1）個第三方（關係企業除外）提供任何外包業務流程服務，則不得以任何方式使用標的服務。本條款之目的，並非為了防範或禁止利用標的服務對多個最終使用者提供業務支援；不過除 Zendesk 另外明確書面同意外，您同意除基於促進本協議明確許可之內部業務目的，而向授權代理人和最終使用者授予、再授予、出售、外包、出租、租賃、移轉、轉讓、散佈、分時使用或以其他方式在商業上利用或轉售標的服務外，不得向任何第三方為之。在未對前述規定造成限制的情況下，您對 API 之存取和使用權利，亦應遵守 Zendesk 針對文件所訂或根據本協議另外向您傳達之 API 所不定時實施之限制與政策。

2.6競爭對手存取限制。如果您是 Zendesk 集團的直接競爭對手，則不得存取服務，除非獲得 Zendesk 明確的事先書面同意。您不得出於競爭目的存取服務。

2.7 若干標的服務的提供與使用情形，還受到 Zendesk 的特定標的服務條款之規範限制。

2.8 特定地區補充條款。在若干司法轄區提供與使用標的服務之情形，係受到 Zendesk 特定地區條款之規範限制。

SECTION 3. CANCELLATION AND TERMINATION

3.1 Under the terms and conditions of Our agreement with Reseller (the “Reseller Agreement”), We are entitled to suspend or terminate Your subscription to the Service, Your rights to access and use the Service or Your Account, and remove and discard any Service Data if: (a) We are notified by Reseller of Your failure to pay amounts due to Reseller with respect to Your subscription to a Service; or (b) Reseller fails to pay any amounts due to Us pursuant to the Reseller Agreement with respect to Your subscription to a Service. You consent to these suspension and termination rights and acknowledge and agree that Zendesk shall have no liability to You of any kind with respect to any such suspension or termination. Your sole recourse with respect to any such suspension or termination shall be against Reseller.

3.2 Following the termination or cancellation of Your subscription to the Service and/or Account, We reserve the right to delete all Service Data in the normal course of operation. Service Data cannot be recovered once Your Account is cancelled.

3.3 A Party may terminate this Agreement for cause (a) upon written notice to the other Party of a material breach if such breach remains uncured at the expiration of thirty (30) days from the date of the breaching Party’s receipt of such notice; or (b) if the other Party becomes the subject of a petition in bankruptcy or any other proceeding relating to insolvency, receivership, liquidation or assignment for the benefit of creditors.

3.4在您提出書面要求後，我們將在您帳戶終止生效日或屆滿日期或遷移日後的三十（30）日期間，依據文件規定向您提供服務資料，讓您能夠匯出或下載，但因您違反本協議導致帳戶遭暫停或終止的情況除外，而在該等情況下，直至我們向您發出該等暫停或終止通知之前，您的服務資料仍可供下載。此後，我們即無維護或提供任何服務資料之義務，而且依據文件規定，除法律或法律命令禁止外，我們將根據我們的服務資料刪除政策（可在 Zendesk 政策與指導原則網站查閱），在我們標的服務中刪除您的服務資料。

第 4 節。機密資訊

4 Each Party will protect the other’s Confidential Information from unauthorized use, access or disclosure in the same manner as each Party protects its own Confidential Information, but with no less than reasonable care. Except as otherwise expressly permitted pursuant to this Agreement, each Party may use the other Party’s Confidential Information solely to exercise its respective rights and perform its respective obligations under this Agreement and shall disclose such Confidential Information (a) solely to the employees and/or non-employee service providers and contractors who have a need to know such Confidential Information and who are bound by terms of confidentiality intended to prevent the misuse of such Confidential Information; (b) as necessary to comply with an order or subpoena of any administrative agency or court of competent jurisdiction; or (c) as reasonably necessary to comply with any applicable law or regulation. Except for Zendesk’s Security Non-Disclosure Agreement, the provisions of this Section 4 shall control over any non-disclosure agreement by and between the Parties and any such non-disclosure agreement shall have no further force or effect with respect to the exchange of Confidential Information after the execution of this Agreement. To be clear, any exchange of Confidential Information prior to the execution of this Agreement shall continue to be governed by any such non-disclosure agreement.

第 5 節。服務資料的所有權和安全性

5.1 服務資料的所有權。訂用者應保留對根據本協議條款處理的所有服務資料的所有權。

5.2 禁止銷售服務資料。Zendesk 絕對不得向任何第三方出售、出租、或租賃您的服務資料。我們絕不得向第三方分享您的服務資料，但如為本協議所許可，或是為提供、保護及改善標的服務者，不在此限。

5.3 保障措施。Zendesk 集團將按適用情況根據「我們如何保護您的服務資料（企業服務）」中所述的企業安全措施來維護適當的行政、實體和技術保障措施，以保護企業服務的服務資料安全性、機密性和完整性，根據「我們如何保護您的服務資料（創新服務）」中所述的創新安全措施來保護創新服務，並根據補充條款來保護任何已部署的關聯服務。Zendesk 集團對企業安全措施或創新安全措施（分別適用）的遵守應視為遵守本協議規定的 Zendesk 集團保護服務資料的義務。

第 6 節。隱私權實務

6.1 Data Processing Agreement and Subscriber as Data Controller. To the extent Service Data constitutes Personal Data, the Parties agree that You shall be deemed to be the Data Controller, and the relevant entity in the Zendesk Group shall be deemed to be the Data Processor, as those terms are understood under the Applicable Data Protection Law. Subject to the confidentiality terms set forth herein, Zendesk may receive, collect, store and/or Process Personal Data based on Our legitimate interest under Applicable Data Protection Law to operate the Services. We explain how We process Service Data in our role as Data Processor in our Privacy and Data Protection Website available at: https://www.zendesk.com/company/privacy-and-data-protection/ and in our Data Processing Agreement, which can be executed here: https://www.zendesk.com/company/data-processing-form/. Upon execution by Subscriber, the DPA is hereby incorporated by reference herein into the terms of this Agreement.

6.2加州消費者隱私保護法（CCPA）附錄。Zendesk 的 CCPA 附錄可在此處簽署：https://www.zendesk.com/company/ccpa-addendum/。CCPA 附錄經訂閱者簽署後，茲以參酌方式納入本協議條款。

6.3 Sub-Processors. You acknowledge and agree that Zendesk may use Sub-Processors, who may access Service Data, to provide, secure and improve the Services. We shall be responsible for the acts and omissions of members of Zendesk Personnel and Sub-Processors to the same extent that We would be responsible if Zendesk was performing the services of each Zendesk Personnel or Sub-Processor directly under the terms of this Agreement. The names and locations of all current Sub-Processors used for the Processing of Personal Data within Service Data under this Agreement are set forth in the Sub-Processor Policy available on Zendesk’s Agreements and Terms Website.

6.4代理人聯絡資訊。當 Zendesk 蒐集代理人聯絡資訊，包括我們以資料控制方身份蒐集者，Zendesk 即依據我們的隱私權政策與 Zendesk 的控制方全球拘束性企業規則，處理該等個人資訊。我們的隱私權政策解釋我們蒐集與處理代理人聯絡資訊的方式，您應自行負責向您的代理人告知其依我們隱私權政策所訂之權利。

6.5產品內 Cookie。每當您、您的代理人或最終使用者與我們標的服務互動時，即適用 Zendesk 的產品內 Cookie 政策。

第 7 節。暫時停用

我們茲保留權利，於以下情況下，限制標的服務功能或暫停標的服務（或其任何部分）、您的帳戶、或您及/或代理人或最終使用者對標的服務的存取與使用權利，並且移除、停用或隔離任何服務資料或內容：(a) 我們合理認為您、代理人或最終使用者已違反本協議；或 (b) 我們懷疑或偵測到任何惡意軟體連接到您的帳戶、或您、代理人或最終使用者對標的服務的使用情形。這項權利包括依據我們的著作權侵權通知與移除政策（可在Zendesk 智慧財產權網站查閱），移除或停用服務資料或其他內容。我們亦保留權利，得在您違反 Zendesk 使用者內容與行為政策時，立即暫停您的帳戶。除法律禁止或法律要求我們應採取立即行動外，我們在採取前述任何行動時，會盡商業上合理努力，直接透過電子郵件方式與您連絡，向您發出通知。您對標的服務之存取及使用權利，如受到任何該等修改、暫停或停止者，我們概不對您、代理人、最終使用者或其他任何第三方承擔任何責任。您、代理人或最終使用者如有任何疑似欺詐、濫用或非法行為者，我們得經自行斟酌後，送交執法機關處理。

第 8 節。非 Zendesk 服務

如果您決定啟用、存取或使用非 Zendesk 服務，則您對此類非 Zendesk 服務的存取和使用應僅受此類非 Zendesk 服務的條款和條件約束。Zendesk 既不承認也不負責此類非 Zendesk 服務的任何方面，亦不對此作出任何陳述，包括但不限於其內容或資料（包括服務資料）的處理、保護或管理，或您與此類非 Zendesk 服務提供者之間的任何互動。我們不能保證此類非 Zendesk 服務功能的持續可用性，並可能停止啟用其獲取，且您無權得到任何退款、貸記或其他補償，例如（但不限於）非 Zendesk 服務的提供者停止以我們可以接受的方式使非 Zendesk 服務能與相應服務相互運作。您不可撤回地放棄就此類非 Zendesk 服務對 Zendesk 的任何權利要求。對於因您啟用、存取或使用任何此類非 Zendesk 服務或您對此類非 Zendesk 服務隱私權實務、資料安全流程或其他政策的依賴而導致的、聲稱的或與之相關的任何損害或損失，我們概不負責。您可能需要在此類非 Zendesk 服務各自的網站上註冊或登入。啟用任何非 Zendesk 服務時，您即明確表示允許 Zendesk 揭露必要的登入資訊和服務資料，以促進此類非 Zendesk 服務的使用或啟用。

第9節。免費試用與搶鮮版服務

9.1 如果註冊了任何標的服務的免費試用版，我們會依據以下條款與條件，向您提供該等標的服務：https://www.zendesk.com/company/agreements-and-terms/free-trial-terms。

9.2 We may make Beta Services available to You at no charge under the Beta Services terms and conditions stated at: https://www.zendesk.com/company/agreements-and-terms/beta-services-terms/.

第 10 節。智慧財產權

10.1各方都應保留任何智慧財產權的所有權利、所有權和利益。根據本協議授予您、代理人和終端使用者使用服務的權利並不表示授予對服務或與之相關的任何 Zendesk 智慧財產權的任何其他權利。僅受限於本文明確規定的存取和使用服務的有限權利，對服務及服務的或用於提供服務的所有硬體、軟體和其他元件的所有權利、所有權和利益（包括所有相關智慧財產權）都將且只能屬於 Zendesk。

10.2Zendesk 集團應擁有全部付費、買斷式授權、全球性、可轉讓、可再授權（透過多層）、可轉讓、不可撤銷和永久性授權，以實作、使用、修改、商業地利用、併入服務或以其他方式使用我們從您、代理人、終端使用者或代表您行事的其他第三方收到的任何建議、增強要求、推薦或其他反饋。Zendesk 集團還保留權利針對我們可能根據您、代理人、終端使用者或代表您行事的其他第三方收到的建議、增強要求、推薦或其他反饋或由此起始的特色、功能或組成部分尋求智慧財產權保護。

10.3 You may only use the Zendesk Marks in a manner permitted by Our Trademark Usage Guidelines available on Zendesk’s Intellectual Property Website, provided You do not attempt, now or in the future, to claim any rights in the Zendesk Marks, degrade the distinctiveness of the Zendesk Marks, or use the Zendesk Marks to disparage or misrepresent Zendesk or Our Services. Zendesk’s ability to use Subscriber’s trademarks, service marks, service or trade names or logos will be set forth by mutual agreement of the Parties.

第 11 節。陳述、保證和免責聲明

11.1 Authority. Each Party represents that it has validly entered into this Agreement and has the legal power to do so.

11.2 保證。我們保證在適用的訂用期中：(a) 本協議和文件將準確描述適用的行政、實體和技術保障，以保護服務資料的安全性、機密性和完整性；且 (b) 服務將根據適用文件實質性地執行。如對本節所述保證條款有任何違反，本文第 3.3 節描述了您唯一的補救措施。

11.3 免責聲明。除在第 11.2 節中特別規定外，網站和服務（包括所有伺服器和網路元件）均依「現狀」和「現有」狀況提供，在法律允許的最大範圍內不提供任何保證 ，而且我們明確拒絕提供任何明示或默示保證，包括但不限於對適銷性、所有權、適用於特定目的的適用性和非侵權的任何默示保證。您確認，我們不能保證服務不會中斷、及時、安全、沒有錯誤或沒有病毒或其他惡意軟體，而且您從我們或服務獲得的任何資訊或建議均不構成任何本協議中未明確表明的保證。

第 12 節。補償

12.1 我們的保證補償。如您基於以本協議許可方式使用標的服務，而導致第三方向您提出任何請求主張，宣稱該標的服務侵犯或盜用第三方的有效專利、著作權、商標或營業秘密（下稱「IP 請求權主張」）者，我們保證向您補償，並且為您防禦任何該等請求權主張。我們應自行承擔費用，防禦該等 IP 請求權主張，並且應為任何向您作出之最終損害賠償裁定支付費用，包括由 Zendesk 僱用之律師的合理費用與成本，惟 (a) 您應盡速向 Zendesk 通知該等 IP 請求權主張之威脅或通知；(b) 我們對辯護律師之挑選、以及就任何該等 IP 請求權主張之防禦及/或和解事宜，應擁有全權專屬掌控與權限（但我們如未取得您事先同意，不得對任何會致使您承擔或承認任何責任之任何請求權主張做出和解及/或妥協）；以及 (c) 您在相關事宜上應全力配合 Zendesk。如果您、代理人或最終使用者對標的服務之使用情形，已成為（或我們認為可能成為）任何該等 IP 請求權主張之爭議主旨者，我們得自行承擔費用，(i) 為您取得繼續使用本協議所訂標的服務之權利；(ii) 替換或修改標的服務，使其不再侵權；或 (iii) 如果Zendesk 認定選項 (i) 或 (ii) 不具商業合理性或不可行，即終止您對標的服務之訂閱，並且依據您對該等標的服務的訂閱期尚未使用部分，按比例向您退還您先前已向 Zendesk 支付的任何訂閱費用。依據本13.1節規定，IP 請求權主張如係全部或一部分基於下列原因所導致者，我們對該等 IP 請求權主張概不承擔任何責任或義務：(x) 為符合您所提供之設計、資料、指示或規格者；(y) 由 Zendesk 或 Zendesk 人員以外之任何人對標的服務所為之修改者；或 (z) 標的服務與其他硬體或軟體之組合、操作或使用情形，而單就標的服務本身並不會造成侵犯者。針對任何基於您、代理人或最終使用者對於標的服務之存取或使用情形所導致之 IP 請求權主張，本12.1節規定了 Zendesk 應對您承擔之唯一、專屬且全部責任，並構成您的唯一救濟方式。

12.2 Indemnification by You. You will indemnify, defend, and hold Zendesk harmless against any claim brought by a third party against Zendesk (a) arising from or related to use of a Service by You (not from or related to the Service itself), Agents or End-Users in breach of this Agreement; or (b) alleging that Your use of the Service or Your Service Data infringes or misappropriates a third party’s valid patent, copyright, trademark or trade secret; provided that (i) We promptly notify You of the threat or notice of such claim; (ii) You will have the sole and exclusive control and authority to select defense attorneys, and defend and/or settle any such claim (however, You shall not settle or compromise any claim that results in liability or admission of any liability by Us without Our prior written consent); and (iii) We fully cooperate with You in connection therewith.

第 13 節。責任限制

13.1 無論在任何情況下，亦無論基於任何法律理論（契約、侵權、過失或其他理論），本協議任何一方或其關係企業、高階主管、董事、員工、代理人、服務提供者、供應商或授權人概不對另一方當事人或任何關係企業之任何利潤損失、銷售或業務損失、資料遺失（即該等資料在非屬 Zendesk 過失情況下，在您的系統或網際網路傳輸過程中遺失者）、業務中斷、商譽損失、保險或替換的成本、或其他任何類型之間接性、附帶性、特殊性、懲戒性、結果性或懲罰性損失或損害賠償，或對另一方當事人或任何關係企業因本協議、標的服務或專業服務而所生之其他任何間接損失或損害賠償，承擔任何責任，無論該方當事人是否已被告知該等損害賠償之可能性或是否已預見該等損害賠償情事。

13.2 NOTWITHSTANDING ANYTHING TO THE CONTRARY IN THIS AGREEMENT, THE ZENDESK GROUP’S AGGREGATE LIABILITY TO YOU, ANY AFFILIATE, OR ANY THIRD PARTY ARISING OUT OF THIS AGREEMENT, THE SERVICES OR PROFESSIONAL SERVICES, SHALL IN NO EVENT EXCEED THE SUBSCRIPTION CHARGES AND/OR CONSULTING FEES PAID BY RESELLER TO ZENDESK WITH RESPECT TO YOUR SUBSCRIPTION TO SUCH SERVICE DURING THE TWELVE (12) MONTHS PRIOR TO THE FIRST EVENT OR OCCURRENCE GIVING RISE TO SUCH LIABILITY. YOU ACKNOWLEDGE AND AGREE THAT THE ESSENTIAL PURPOSE OF THIS SECTION 14.2 IS TO ALLOCATE THE RISKS UNDER THIS AGREEMENT BETWEEN THE PARTIES AND LIMIT POTENTIAL LIABILITY GIVEN THE SUBSCRIPTION CHARGES AND CONSULTING FEES, WHICH WOULD HAVE BEEN SUBSTANTIALLY HIGHER IF WE WERE TO ASSUME ANY FURTHER LIABILITY OTHER THAN AS SET FORTH HEREIN. WE HAVE RELIED ON THESE LIMITATIONS IN DETERMINING WHETHER TO PROVIDE YOU WITH THE RIGHTS TO ACCESS AND USE THE SERVICES AND/OR THE PROFESSIONAL SERVICES PROVIDED FOR IN THIS AGREEMENT.

THE LIMITATIONS SET FORTH IN SECTION 13.2 SHALL NOT APPLY TO CLAIMS OR DAMAGES RESULTING FROM ZENDESK’S IP CLAIMS INDEMNITY OBLIGATIONS IN SECTION 12.1 OF THIS AGREEMENT.

13.3 本文規定的責任限制將彙總適用於該使用者及其分支機構的任何和所有索賠，但不應累計。

13.4某些司法管轄區不允許排除對偶然性或後果性損失或人身傷害或死亡的默示保證或責任限制，這意味著上述限制中有一些可能對您並不適用。在這些司法管轄區中，Zendesk 集團的責任將限於法律允許的最大範圍內。

13.5 您可能對 Zendesk 提出的任何索賠或損害賠償的執行對象只能是 Zendesk，而非任何其他實體或 Zendesk 或任何其他實體的任何官員、董事、代表或代理人。

第 14 節。第三方服務提供者

You agree that the Zendesk Group, and the third-party service providers that are utilized by the Zendesk Group to assist in providing the Services to You, shall have the right to access Your Account and to use, reproduce, distribute, and display the Personal Data of Your Agents to the extent necessary to provide, secure or improve the Services. Any third-party service providers utilized by the Zendesk Group will only be given access to Your Account as is reasonably necessary to provide the Services and will be subject to (a) confidentiality obligations which are commercially reasonable and substantially consistent with the standards described in Section 4; and (b) such third party service provider’s agreement to comply with the data transfer restrictions applicable to Personal Data within Service Data as set forth in Section 6.

第 15 節。轉讓、完整協議和修改

15.1 Assignment. Under the terms of the Reseller Agreement, Your agreement with the Reseller with respect to Your subscription to the Service may be assigned to Zendesk. You agree that if Your agreement with Reseller is assigned to Zendesk, Your continued rights to access and use the Service shall be subject to Zendesk’s then standard Master Subscription Agreement and You consent to the application of such terms and conditions, including without limitation, the billing and payment provisions contained therein. You agree that following any such assignment, You shall, upon request by Zendesk, provide such information as is required to secure payment for any Subscription Term commencing after such assignment. You may not, directly or indirectly, by operation of law or otherwise, assign all or any part of this Agreement or Your rights under this Agreement or delegate performance of Your duties under this Agreement without Our prior written consent, which consent will not be unreasonably withheld. We may assign this Agreement to any member of the Zendesk Group or in connection with any merger or change of control of Zendesk or the Zendesk Group or the sale of all or substantially all of Our assets provided that any such successor agrees to fulfill its obligations pursuant to this Agreement. If requested by Zendesk, You must execute Our form to give effect to Zendesk’s assignment. Subject to the foregoing restrictions, this Agreement will be fully binding upon, inure to the benefit of and be enforceable by the Parties and their respective successors and assigns.

15.2 Entire Agreement. This Agreement constitutes the entire agreement, and supersedes any and all prior agreements between You and Zendesk with regard to the subject matter hereof. This Agreement shall apply in lieu of the terms or conditions in any purchase order or other order documentation You or any entity which You represent provides (all such terms or conditions being null and void), and, except as expressly stated herein, there are no other agreements, representations, warranties, or commitments which may be relied upon by either Party with respect to the subject matter hereof. There are no oral promises, conditions, representations, understandings, interpretations or terms of any kind between the Parties, except as may otherwise be expressly provided herein. The headings used herein are for convenience only and shall not affect the interpretation of the terms of this Agreement.

15.3 修正。我們可能會不時修正本協議，在這種情況下，新的協議將取代以前的版本。我們將在任何此類修正生效日期前不少於十 (10) 天通知您，Zendesk 可視您在此類修正生效日期後繼續使用服務表示您同意任何此類修正。如果我們未在任何時候執行本協議的任何規定，並不表示放棄了該規定或本協議的任何其他規定。

第 16 節。可分性

如果有管轄權的法院裁定本協議中的任何規定不可執行，此類規定應由法院修改並解釋，以在法律允許的最大範圍內最好地完成該原始規定，而本協議的其餘規定將繼續有效。

第 17 節。遵守出口法規和使用限制

The Services and other Zendesk technology, and derivatives thereof, may be subject to export controls and economic sanctions laws and regulations of the United States and other jurisdictions. Subscriber agrees to comply with all such laws and regulations as they relate access to the Services and other Zendesk technology. Subscriber represents that they are not named on any U.S. government restricted-party list, will not permit any Agent or End-User to access or use any Service in a U.S.-embargoed country or region (currently Cuba, Iran, North Korea, Syria or Crimea), and will not permit the Service to be used for any prohibited end use (e.g., nuclear, chemical, or biological weapons proliferation, or missile-development purposes).

第 18 節。雙方關係

雙方均為獨立承包商。本協議並不在雙方之間建立合夥、專營、合資、代理、受託或僱用關係。

第 19 節。通知

19.1 Zendesk 依本協議向您提供之一切通知，可以透過以下方式以書面形式交付：(a) 透過國家認可的隔夜送達服務（下稱「快遞」）或美國郵政寄至您在任何訂單上提供之郵寄地址；或 (b) 透過電子郵件寄送至為您的帳戶所有者提供的電子郵件地址。

19.2 您依本協議向 Zendesk 提供之一切法律通知，必須以英文撰寫且透過以下方式書面交付：(a) 快遞或美國郵政，寄至 989 Market Street, San Francisco, California 94103 U.S.A. 收件人：法務部門；或 (b) 透過電子郵件寄至legalnotice@zendesk.com。您依本協議向 Zendesk 提供之其他所有通知，必須以英文撰寫且書面交付，並透過電子郵件寄至 revops@zendesk.com。

19.3 所有通知均應在以電子郵件交付時，一經發出則視為已送達；或者，如果透過前述許可之郵件投遞或快遞方式交付者，應在收到時或寄出後兩（2）個工作日視為已送達（以較早發生者為準）。

第 20 節。準據法

本協議應受加州法律的管轄，而不涉及衝突法原則。本協議規定的任何爭議均應在加州舊金山縣的一般管轄法院解決。您在此明確同意，為了解決與本協議或您、代理人或終端使用者存取或使用服務有關的任何爭議，應服從該管轄區的專屬個人管轄權。

第 21 節。美國聯邦政府最終用途規定

如果您是美國聯邦政府部門或機構或代表此類部門或機構簽約，則每項服務都是一個「商業項目」，該術語的含義由48《美国联邦法规》第 2.101 節界定，即由「商用電腦軟體」和「商用電腦軟體文件」組成，其用法可見48《美国联邦法规》第 12.212 節或48《美国联邦法规》第 227.7202 節。與48《美国联邦法规》第 12.212 節或48《美国联邦法规》第 227.7202-1節至 227.7202-4 節（如適用）一致，您的服務許可僅向您授予本協議條款和條件規定的這些權利。

第22節。道德行為與法令遵循

任一方當事人均未基於本協議相關事宜，而自其任何員工或代理人收受或獲得任何非法或不當賄賂、回扣、付款、禮品或有價物。在一般業務過程中提供之合理禮品及娛樂招待，並不違反前述限制規定。我們在提供標的服務時，應遵守我們的行為準則，該行為準則可在這裡查閱：https://investor.zendesk.com/ir-home/corporate-governance/governance-documents/default.aspx。如果您發現任何違反前述我們所訂限制之情事，您應盡合理努力，盡速通知我們的法務部門，其電子郵件是legalnotice@zendesk.com。

第 24 節。存續

Sections 2.1, 3.4, 4 – 6, 10 – 19 and 24 shall survive any termination of this Agreement with respect to use of the Services by You, Agents or End-Users. Termination of this Agreement shall not limit a Party’s liability for obligations accrued as of or prior to such termination or for any breach of this Agreement.

第 25 節。術語定義

如在本協議中以首字母大寫使用，除本協議他處定義的術語外，以下術語還有以下含義：

Account: means any accounts or instances created by or on behalf of Subscriber or its Affiliates within the Services.

Additional Feature(s): means additional features or functionality (including Built by Zendesk Marketplace Applications, Zendesk Labs apps, Early Access Programs, or Beta Services) that are available or enabled through the Service, but do not form part of the Service. Additional Features also include third party services that are purchased and/or subscribed to via an Order Form and that are identified as being resold by Zendesk and governed by such third party’s alternate agreement. Additional Features are purchased or enabled separately and distinctly from Your Service Plan and Deployed Associated Services.

Affiliate: means, with respect to a Party, any entity that directly or indirectly controls, is controlled by, or is under common control with such Party, whereby “control” (including, with correlative meaning, the terms “controlled by” and “under common control”) means the possession, directly or indirectly, of the power to direct, or cause the direction of the management and policies of such person, whether through the ownership of voting securities, by contract, or otherwise.

Agent: means an individual (including those of Your Affiliates) authorized to use the Service(s) through Your Account as an agent and/or administrator, each as identified through an individual Agent Login.

Agent Contact Information: means Personal Data about Your Agents, such as their name and email address, that Zendesk stores separate from the Services in order to, among other things, communicate with Your Agents and provide customer support. Agent Contact Information is not considered Service Data.

Agent Login: means a unique username and associated password provisioned to an identifiable individual to permit them to access the Services.

Agreement: means the Master Subscription Agreement together with any and all Supplemental Terms, Order Forms, and other documents such as a SOW, BAA, CCPA Addendum and DPA (each, where applicable) along with the Zendesk Privacy Policy located on Zendesk’s Agreements and Terms Website.

API: means the application programming interfaces developed, made available and enabled by Zendesk that permit Subscribers to access certain functionality provided by the Services, including, without limitation, the REST API that enables the interaction with the Services automatically through HTTP requests and the application development API that enables the integration of the Services with other web applications.

Applicable Data Protection Law: means the following data protection law(s): (a) the EU Regulation 2016/679 entitled “On the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation or GDPR)” and any applicable national laws made under it.

Associated Services: means products, services, features and functionality designed to be used in conjunction with the Services that are not included in the Service Plan to which You subscribe. For avoidance of doubt, Additional Features that are expressly stated to be governed by separate Supplemental Terms shall not be deemed an Associated Service. Where You have purchased, deployed, or subscribed to an Associated Service, such Associated Service is referred to as a “Deployed Associated Service.”

Beta Services: means a product, service or functionality provided by Zendesk that may be made available to You to try at Your option at no additional charge which is clearly designated as beta, pilot, limited release, non-production, early access, evaluation or by a similar description.

Built by Zendesk Marketplace Applications: means integrations and applications created or developed by Zendesk or its Affiliates and made available in the Zendesk Marketplace (available at https://www.zendesk.com/apps) which will be governed by this Agreement unless Zendesk otherwise communicates a different agreement to You at the time of Your deployment of or access to the integration or application.

Confidential Business Information: means all Confidential Information that is not Service Data, including, without limitation, Your Agents’ Personal Data and Account information, which Zendesk may store in its systems separate from the Service and in accordance with Our security policies and procedures.

Confidential Information: means all information disclosed by one Party to the other Party which is in tangible form and designated as confidential or is information, regardless of form, which a reasonable person would understand to be confidential given the nature of the information and circumstances of disclosure, including, but not limited to, the terms of this Agreement, Service Data, Personal Data and Confidential Business Information. Notwithstanding the foregoing, Confidential Information shall not include information that (a) was already known to the receiving Party at the time of disclosure by the disclosing Party; (b) was or is obtained by the receiving Party from a third party not known by the receiving Party to be under an obligation of confidentiality with respect to such information; (c) is or becomes generally available to the public other than by violation of this Agreement or another valid agreement between the Parties; or (d) was or is independently developed by the receiving Party without the use of the disclosing Party’s Confidential Information.

Documentation: means any written or electronic documentation, images, video, text or sounds specifying the functionalities or limitations of the Services or describing Service Plans, as applicable, provided or made available by Zendesk to You in the applicable Zendesk help center(s), Site or Zendesk developer website (https://developer.zendesk.com/); provided, however, that Documentation shall specifically exclude any “community moderated” forums as provided or accessible through such knowledge base(s).

End-User: means any person or entity other than Subscriber or Agents with whom Subscriber, its Agents, or its End-Users interact while using a Service.

Enterprise Services: means any Service not designated on Zendesk’s Innovation Services List available on Zendesk’s Agreements and Terms Website.

Force Majeure Event: means any circumstances beyond Our reasonable control, including, but not limited to, an act of God, act of government, flood, fire, earthquake, civil unrest, act of terror, strike or other labor problem (other than one involving Our employees), Internet service provider failure or delay, Non-Zendesk Services, or acts undertaken by third parties, including without limitation, denial of service attack.

Innovation Services: means any Service or feature described on Zendesk’s Innovation Services List available on Zendesk’s Agreements and Terms Website.

Intellectual Property Rights: means any and all respective patents, inventions, copyrights, trademarks, domain names, trade secrets, know-how and any other intellectual property and/or proprietary rights.

Legal Notice: means any notice provided by Subscriber to Zendesk under Sections 3.3 and 12.1 of this Agreement.

Malicious Software: means any viruses, malware, Trojan horses, time bombs, or any other similar harmful software.

Non-Zendesk Services: means third party products, applications, services, software, networks, systems, directories, websites, databases and information which a Service links to, or which You may connect to or enable in conjunction with a Service, including, without limitation, Non-Zendesk Services which may be integrated directly into Your Account by You or at Your direction.

Order Form: means Our generated service order form(s) executed or approved by the Reseller managing Your subscription to the Service with respect to Your subscription to a Service, which may detail, among other things, the number of Agents authorized to use a Service under Your subscription and the Service Plan applicable to Your subscription to a Service.

Personal Data: means any information relating to an identified or identifiable natural person (‘data subject’) where an identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as name, an identification number, location data, an online identifier or to one or more factors specific to their physical, physiological, mental, economic, cultural or social identity of that natural person.

Personnel: means employees and/or non-employee service providers and contractors of the Zendesk Group engaged by the Zendesk Group in connection with performance hereunder.

Planned Downtime: means planned downtime for upgrades and maintenance to the Services scheduled in advance of such upgrades and maintenance.

Privacy Policy: means Zendesk’s privacy policy located at https://www.zendesk.com/company/agreements-and-terms/privacy-policy/.

Processing/to Process/Processed: means any operation or set of operations which is performed on Personal Data or on sets of Personal Data, whether or not by automated means, such as collection, recording, organization, structuring, storage, adaptation or alteration, retrieval, consultation, use, disclosure by transmission, dissemination or otherwise making available, alignment or combination, restriction, erasure or destruction.

Professional Services: means consulting and professional services (including any training, success and implementation services) provided by Zendesk Personnel as indicated on an Order Form or other written document such as a SOW. Professional Services may also be referred to as Consulting Services in the Documentation or SOW.

Service(s): means the products and services that are ordered by the Reseller on Your behalf online through a link or via an Order Form referencing this Agreement, whether on a trial or paid basis, and whether Enterprise Services or Innovation Services, and made available online by Us, via the applicable subscriber login link and other web pages designated by Us, including, individually and collectively, the applicable Software, updates, API, Documentation, and all Deployed Associated Services that are provided under this Agreement. “Services” exclude (a) Non-Zendesk Services as that term is defined in this Agreement; and (b) any Additional Features or Associated Services that are not provided under this Agreement or Your Service Plan. From time to time, the names and descriptions of the Services or any individual Service may be changed. To the extent Subscriber is given access to such Service as so described by virtue of a prior Order Form or other prior acceptance of this Agreement, this Agreement shall be deemed to apply to such Service as newly named or described.

Service Data: means all electronic data, text, messages, communications or other materials submitted to and stored within a Service by You, Agents and End-Users in connection with Your use of such Service.

Service Data Breach: means an unauthorized access or improper disclosure that has been verified to have affected Your Service Data.

Service Plan(s): means the packaged service plan(s) and the functionality and services associated therewith (as detailed on the Site and in Documentation applicable to the Service) for the Services.

Site: means a website operated by the Zendesk Group, including www.zendesk.com, as well as all other websites that the Zendesk Group operates (but shall not include the Services).

Software: means software provided by Zendesk (either by download or access through the internet) that allows Agents or End-Users to use any functionality in connection with the applicable Service.

Sub-processor: means any third-party data processor engaged by Zendesk, including entities from the Zendesk Group, that receives Service Data from Zendesk for Processing on behalf of Subscriber and in accordance with Subscriber’s instructions (as communicated by Zendesk) and the terms of its written subcontract, as stated at: https://support.zendesk.com/hc/en-us/articles/360022185294/.

Subscription Charges: means all charges associated with Your access to and use of an Account.

Subscription Term: means the period during which You have agreed to subscribe to a Service.

Supplemental Terms: means the additional terms and conditions that are (a) included or incorporated on an Order Form via hyperlink or other reference (e.g., when a Deployed Associated Service is purchased); (b) applicable to Professional Services when purchased by You; (c) applicable to Additional Features when activated by You; and (d) Zendesk’s Service-Specific Terms; and (e) Zendesk’s Region-Specific Terms.

Taxes: means taxes, levies, duties or similar governmental assessments, including value-added, sales, use or withholding taxes assessable by any local, state, provincial or foreign jurisdiction.

Usage Charges: means additional Subscription Charges that are incurred by Subscriber relating to the use of certain features and functionality that Subscriber enables within the Service.

“We,” “Us” or “Our”: means Zendesk as defined below.

Zendesk: means Zendesk, Inc., a Delaware corporation, or any of its successors or assignees.

Zendesk’s Agreements and Terms Website: means the website located at: https://www.zendesk.com/company/agreements-and-terms/.

Zendesk Group: means Zendesk, Inc., a Delaware Corporation together with all its Affiliates.

Zendesk’s In-Product Cookie Policy: means the policy as stated at https://support.zendesk.com/hc/en-us/articles/360022367393-Zendesk-in-product-cookie-policy.

Zendesk’s Intellectual Property Website: means the website located at: https://www.zendesk.com/company/trademark-property/.

Zendesk Marks: means any trademarks, service marks, service or trade names, logos or other designations of Zendesk, the Zendesk Group, or its or their Affiliates, whether registered or unregistered.

Zendesk’s Policies and Guidelines Website: means the website located at: https://www.zendesk.com/company/policies-and-guidelines/.

Zendesk’s Privacy and Data Protection Website: means the website located at: https://www.zendesk.com/company/privacy-and-data-protection/.

Zendesk’s Region-Specific Terms: means the Supplemental Terms applicable in certain jurisdictions as stated at: https://www.zendesk.com/company/agreements-and-terms/region-specific-terms/.

Zendesk’s Service-Specific Terms: means the Supplemental Terms applicable to use of different Services as stated at: https://support.zendesk.com/hc/en-us/articles/360047508453.

Zendesk User Content and Conduct Policy: means the policy as stated at: https://support.zendesk.com/hc/en-us/articles/360022367333.