Zendesk legal terms update 2019

We are excited to announce that we have updated our Master Subscription Agreement (“MSA”) to improve readability, accommodate our new Zendesk Sell and Zendesk Sunshine Conversations product offerings, and address changes in law.

A summary of the key revisions is below. If you would like more information about our legal terms, please visit our Customers and Partners Website. If you would like more information about our privacy and security practices, please visit our Privacy and Data Protection Website.

For new subscribers, this updated Master Subscription Agreement will become effective on December 2, 2019. For existing subscribers, this is your advance notice that the new Master Subscription Agreement will apply to your use of the services starting January 2, 2020.

For customers that have purchased a subscription to our products through an authorized reseller partner, we have made the equivalent changes to our Reseller Subscription Services Agreement, which are also effective as of December 2, 2019 for new customers and January 2, 2020 for existing customers

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KEY MSA CHANGES (TERMS):

To improve readability, Zendesk has reorganized our MSA and reduced the number of hyperlinks throughout the agreement.
To avoid requiring customers to manage multiple separate agreements for various Zendesk services, Zendesk has modified our MSA to cover both “Innovation Services” and “Enterprise Services” and clarified related commitments. See below for more information about Zendesk products and services now covered under the MSA.
To assist customers with GDPR compliance, Zendesk has modified the MSA to provide a direct link to Zendesk’s signature-ready Data Processing Agreement.
Zendesk has introduced the term “Confidential Business Information” to better explain Zendesk’s obligations with respect to protecting non-Service Data confidential information exchanged between the parties.
To improve transparency, Zendesk has revised our description of Zendesk Notice of Data Practices (now set forth in Section 16).
We clarified how we handle feature and functionality deprecation to ensure that subscribers will receive commercially reasonable advance notice of any deprecation of any material feature or functionality.
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