Zendesk法務情報

1.定義

本契約の他の条項で定義する用語に加え頭文字を大文字として本契約で使用する場合、以下の用語の意味はそれぞれ次のようになります。

アカウント：サービス内で加入者またはそのエージェントにより、またはその代わりに作成されたすべてのアカウントまたはインスタンスを意味します。

Additional Feature(s): means additional features or functionality (including, but not limited to, Our API or SDK, Built by Zendesk Marketplace Applications, EAP programs or Beta Services) that form part of the Service, but are purchased or enabled separately and distinct from Your Service Plan.

関連会社：当事者との関係において、そのような当事者を直接的または間接的に管理する、その当事者により管理されている、またはその当事者との共同管理下にある事業体を意味します。ここで「管理」（相関的な意味で「～により管理される」や「共同管理下」という用語を含む）とは、議決権株式の所有、契約その他方法の如何を問わず、当該人物に指示するまたはその管理指示や方針を引き起こす権限を直接的または間接的に保有していることを意味します。

エージェント：固有のログインにより識別された代理人や管理者として、お客様のアカウントによりサービスを利用する権限を与えられた者（お客様の関連会社の者を含む）を意味します。

Agreement: means this Subscription Services Agreement together with any and all Supplemental Terms, Order Forms, Statements of Work, Business Associate Agreement (“BAA”), and Data Processing Agreement (“DPA”) (each, where applicable) along with the Zendesk Privacy Policy located on Our Site.

API: means the application programming interfaces developed and enabled by Zendesk that permits 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.

当該データ保護法：次のデータ保護法を意味します：(ⅰ) お客様（データ管理者もしくはデータ処理者として）が欧州経済圏 (「EEA」) 加盟国にて設立されている場合、またはお客様のエージェントもしくはエンドユーザーが欧州経済圏 (「EEA」) 加盟国からサービスにアクセスする場合：(a) 25年5月2018日よりも前は、24年10月1995日の「個人データの取り扱いおよび当該データの自由な移動に関する個人の保護」と題された欧州議会指令および理事会指令95/46/EC。（お客様の設立地である加盟国の関連国内法において実施される）、および (b) 25,年5月2018日以降は、EU規則2016/679（およびこの規則の下で作られた関連国内法）、ならびに (ii) お客様がスイスにて設立されている場合、データ保護に関する1992年6月19日のスイス連邦法（改正もしくは一新されたもの）。以下のように変更する必要があります。適用されるデータ保護法：次のデータ保護法を意味します：(i)（データ管理者もしくはデータ処理者として機能する）お客様が欧州経済圏 (「EEA」)加盟国にて設立している場合、またはお客様のエージェントもしくはエンドユーザーが欧州経済圏 (「EEA」) 加盟国からサービスにアクセスする場合、「個人データの処理及び当該データの自由な移動に係る自然人の保護並びに指令95/46/EC（一般データ保護規制）の廃止」に係るEU規則2016/679およびその下で適用される国内法令、および（ii）お客様がスイスにて設立している場合、19年6月1992日のデータ保護に関するスイス連邦法（改正または代替される可能性があります）。

Associated Services: means products, services, features and functionality designed to be used in conjunction with the Services but not included in the Service Plan to which You subscribe, including without limitation, 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. For avoidance of doubt, Additional Features that are expressly stated to be governed by separate Supplemental Terms shall not be deemed an Associated Service.

ベータ版サービス：Zendeskが提供する製品、サービスまたは機能のことであり、お客様の判断により追加料金なしで試せるよう提供することができ、、ベータ版、パイロット版、限定リリース版、非製品版、早期アクセス版、評価版として、または類似の記述により、明確に指定されています。

Confidential Information: means all information disclosed by You to Zendesk or by Zendesk to You which is in tangible form and labeled “confidential” (or with a similar legend) 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 information relating to Zendesk’s security policies and procedures. For purposes of this Agreement, this Agreement as well as Service Data shall be deemed Confidential 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 by 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 use of the disclosing party’s Confidential Information.

Consulting Services: means consulting professional services (including any Training, Success or Implementation Services) provided by Zendesk or its authorized subcontractors as indicated on a Order Form or other written document such as a statement of work.

Documentation: means any written or electronic documentation, images, video, text or sounds specifying the functionalities of the Services, as applicable, provided or made available by Zendesk to You in the applicable Zendesk help center(s); 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 or its Agents interact using a Service.

Master Subscription Agreement: means the agreement governing direct customer’s use of the Services as found here.

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

個人データ：識別されたまたは識別可能な自然人に関するあらゆる情報を意味し、ここで識別可能な人物とは、特に識別番号または身体的、生理的、精神的、経済的、文化的または社会的な識別属性に特有な一つもしくはそれ以上の要因を参照することにより直接的または間接的に識別可能な人のことです。

社員：本契約の履行に関連してZendesk Groupが雇用したZendesk Groupの従業員および/または非従業員サービスプロバイダーおよび請負人を意味します。

処理中・処理予定・処理済：例えば回収、記録、整理、保管、適応もしくは改変、回復、参照、使用、送信による開示、頒布その他の方法による提供、整列もしくは組合せ、遮断、削除もしくは破壊などの、自動的手動によるか否かには関係なく個人データに関して行われる任意の作業または一連の作業を意味します。

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 or other written documentation such as a Statement of Work referencing this Agreement, whether on a trial or paid basis, 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 applicable Associated Services that You have purchased or deployed or to which You have subscribed (“Deployed Associated Services”) that are provided under this Agreement. “Services” exclude (i) Third Party Services as that term is defined in this Agreement; and (ii) 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 electronic data, text, messages, communications or other materials submitted to and stored within the Service by You, Agents and End-Users in connection with Your use of such Service, which may include, without limitation, Personal Data.

サービスプラン：パッケージサービスプラン、機能、お客様が加入するサービスに関連したサービス（サービスに該当するサイトで詳述のとおり）を意味します。

サイト：Zendesk Groupが運営するウェブサイトを意味し、www.zendesk.comならびにZendesk Groupが運営するその他すべてのウェブサイトを含みます。

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

Subscription Terms: means the period during which You have agreed to subscribe to a Service with respect to any individual Agent.

Supplemental Terms: Supplemental Terms: means the additional terms and conditions that are (a) contained in Exhibit B to this Agreement entitled, “Supplemental Terms and Conditions”; (b) included or incorporated on an Order Form via hyperlink or other reference (e.g. when a Deployed Associated Service is purchased); and (c) applicable to Consulting Services when purchased by You; applicable to Additional Features when activated by You.

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

「当社は」、「当社を」、「当社の」：以下に定義するZendeskを意味します。

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

Zendesk Group：デラウェア州所在企業であるZendesk, Inc.およびそのすべての関連会社を意味します。

2.一般条件、サービスへのアクセスと利用

2.1 During the Subscription Term and subject to compliance by You, Agents and End-Users with this Agreement and Zendesk’s receipt of payment related to Your subscription, You have the limited right to access and use a Service consistent with the Service Plan(s) that You subscribe to, together with all applicable Deployed Associated Services, for Your internal business purposes. A Subscriber Affiliate may purchase a subscription to the Services under this Agreement provided that the reseller directly enters into an Order Form for such Affiliate and Services. By entering into an Order Form hereunder, an Affiliate agrees to be bound by the terms of this Agreement as if it were an original party hereto. Subscriber also agrees that it will be responsible for its Affiliates’ compliance with this Agreement.

2.2 We will (a) make the Services and Service Data available to You pursuant to this Agreement and the applicable Order Forms; (b) provide applicable standard customer support for the Services to You at no additional charge as detailed on the applicable Site and Documentation and/or upgraded support if purchased, unless otherwise agreed with the Reseller; (c) use commercially reasonable efforts to make the Services available 24 hours a day, 7 days a week, except (i) during planned downtime for upgrades and maintenance to the Services (of which We will use commercially reasonable efforts to notify You in advance both through Our Site and a notice to Your Account owner and Agents) (“Planned Downtime”); and (ii) for any unavailability caused by circumstances beyond Our reasonable control, including, for example, 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, Third Party Services, or acts undertaken by third parties, including without limitation, denial of service attack (“Force Majeure Event”). 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 You or any Agent’s use of a Zendesk Service is not in compliance with the Agreement or the Service Plan restrictions on Our Site, Zendesk reserves the right to charge You, and You hereby agree to pay for, said usage in addition to other remedies available to Us.

2.3 We will notify You or the reseller of applicable Supplemental Terms prior to the 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.

2.4 お客様は、単一の口座を通じて複数（1）の第三者（関連会社を除く）に代わり顧客サービスやサポートなどの外注業務プロセスサービスを提供するのを目的として、本サービスを利用することはできません。上記に限定されることなく、APIにアクセスして使用するお客様の権利は、ドキュメントに規定されているか上記第2.3項に従ってお客様に伝達される通り、APIに関してZendeskが随時実施する制限およびポリシーの対象ともなります。

2.5 サービスの適切な送信を行うために高速インターネットへの接続が必要です。お客様は、Zendeskが使用するプロトコルをサポートする「ブラウザ」ソフトウェア、Zendeskが承認したトランスポート・レイヤー・セキュリティ（TLS）プロトコルまたはその他のプロトコルが含まれますが、これらに限定されない、お客様のネットワークをサービス接続するネットワーク接続を調達・維持し、当該プロトコルをサポートするサービスにアクセスするための手順に従う責任を負います。当社は、お客様、エージェントまたはエンドユーザーへの当該ソフトウェアのアップグレード、修正または拡張の通知、またはお客様のデータ、Zendeskが所有、運用または管理していないコンピュータネットワークまたは電気通信設備（インターネットを含むがこれに限定されない）にわたり送信されたサービスデータなどのデータの侵害については、責任を負いません。当社は、本項に記載する接続の信頼性または性能について責任を負いません。

2.6 In addition to complying with the other terms, conditions and restrictions set forth below in this Agreement, You agree not to (a) license, sublicense, sell, resell, rent, lease, transfer, assign, distribute, time share or otherwise commercially exploit or make the Services available to any third party, other than authorized Agents and End-Users in furtherance of Your internal business purposes as expressly permitted by this Agreement; (b) use the Services to Process data on behalf of any third party other than Agents or End-Users; (c) modify, adapt, or hack the Services or otherwise attempt to gain unauthorized access to the Service or related systems or networks; (d) falsely imply any sponsorship or association with Zendesk or the Zendesk Group, (e) use the Services in any unlawful manner, including, but not limited to, violation of any person’s privacy rights; (f) use the Services to send unsolicited or unauthorized bulk mail, junk mail, spam, pyramid schemes or other forms of duplicative or unsolicited messages; (g) use the Services to store or transmit files, materials, data, text, audio, video, images or other content that infringes on any person’s intellectual property rights; (h) use the Services in any manner that interferes with or disrupts the integrity or performance of the Services and its components; (i) attempt to decipher, decompile, reverse engineer or otherwise discover the source code of any Software making up the Services; (j) use the Service to knowingly post, transmit, upload, link to, send or store any content that is unlawful, racist, hateful, abusive, libelous, obscene, or discriminatory; (k) use the Services to store or transmit any “protected health information” as that term is defined in 45 C.F.R. 160.103, unless expressly agreed to otherwise in writing by Zendesk; (l) use the Services to knowingly post transmit, upload, link to, send or store any viruses, malware, Trojan horses, time bombs, or any other similar harmful software (“Malicious Software”); (m) use or launch any automated system that accesses a Service (i.e., bot) in a manner that sends more request messages to a Service server in a given period of time than a human can reasonably produce in the same period by using a conventional on-line web browser; or (n) attempt to use, or use the Services in violation of this Agreement.

2.7 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, as well as for all Service Data. Without limiting the foregoing, You are solely responsible for ensuring that use of the Services to store and transmit Service Data 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. You also maintain all responsibility for determining whether the Services or the information generated thereby is accurate or sufficient for Your purposes. Subject to any limitation on the number of individual Agents available under the applicable Service Plan(s) to which You subscribed or applicable Deployed Associated Service, access to and use of the Services is restricted to the specified number of individual Agents permitted under Your subscription to the applicable Service. You agree and acknowledge that each Agent will be identified by a unique username and password (“Login”) and that an Agent Login may only be used by one (1) individual. You will not share an Agent Login among multiple individuals. You and Your Agents are responsible for maintaining the confidentiality of all Login information for Your Account.

2.8 第2項および第7.3項に規定される当社の権利に加え、お客様、エージェントまたはエンドユーザーによりお客様のアカウントまたはサービスの利用に関連した悪意のあるソフトウェアの疑いが生じるまたは検出した場合、当社は、その正当な裁量により、お客様のサービスへのアクセスおよびその利用を一時的に停止する権利を留保します。

2.9 お客様は、加入期間中、Zendeskがサービスの特徴や機能を変更する場合があることを承諾します。

2.10 Zendeskが事前の書面による同意を行っている場合を除き、お客様がZendesk Groupの直接的な競合他社である場合、お客様は本サービスにアクセスできません。お客様は、競争上の目的で本サービスにアクセスすることはできません。

2.11 お客様が本サービスいずれかの無料試用に登録する場合、当社は無料のトライアルベースで、次のいずれかの早い方まで、お客様が当該サービスを利用できるようにします。(a) お客様が当該サービスの利用を登録した無料トライアル期間の終了、(b) お客様が購入した当該サービスの加入開始日、(c) 当社の単独の裁量によるトライアルの終了。トライアル利用規約は、トライアル登録ウェブページに表示されます。追加の当該利用規約は、参照することにより本契約に組み込まれ、法的に拘束されます。購入する前に当該サービスプランに基づくサービスの特徴および機能に習熟するよう、トライアル期間中に当該ドキュメントをレビューしてください。

お客様の無料トライアル期間中、お客様がサービスに入力したサービスデータ、お客様による、またはお客様のためにサービスに対し行った設定またはカスタマイズは、お客様がトライアル対象の同サービスへの加入権を購入しない場合、当該サービスを購入していない場合、またはトライアル期間の終了までに当該サービスデータをエクスポートしない場合は、永久に失われます。

2.12 当社は随時、無償のベータ版サービスを無料でお客様に提供する場合があります。お客様は、そのの単独の裁量で当該ベータ版サービスを試行するよう選択できます。ベータ版サービスは評価を目的としており生産目的ではなく、またベータ版サービスはサポート対象外で、別途提示される補足条項の対象となる場合があります。ベータ版サービスは本契約書に定める「サービス」とはみなされません。しかし、あらゆる制限、当社の権利の留保、サービスに関連したお客様の義務、第三者サービスの利用は、お客様のベータ版サービスの利用に同様に適用されるものとします。別途規定がある場合を除き、ベータ版サービスは試用開始日から１年後もしくは当該ベータ版サービスの指定なしにあるバージョンのベータ版サービスが一般に提供される日のいずれか早い日付をもって終了します。当社は、いつでもその単独の裁量でベータ版サービスを中止することができ、また一般への提供を一切行なわないことがあります。当社は、ベータ版サービスから派生したかそれに関連したいかなる損害や損傷についても一切賠償責任を負いません。

2.13 You hereby represent that You have provided notice to and received all necessary consents from Your End-Users to contact them using the Service. You are prohibited from putting the following types of information into any email campaign functionality made available to You in the Service: (a) social security number, passport number, driver’s license number, or similar identifier (or any portion thereof); (b) credit or debit card number, financial information, banking account numbers or passwords; (c) employment, financial, or health information; (d) political, ethnic, or religious affiliation, union membership, or sexual orientation; (e) account passwords, mother’s maiden name, or date of birth; (f) criminal history; or (g) any other information or combinations of information that is deemed sensitive under the legal framework of any applicable jurisdiction.

2.14 Zendesk reserves the right to verify that Your use of the Service complies with the purchased Services on the Order Form. Should Zendesk discover that Your use of the Service is not in compliance with the Order Form, Zendesk reserves the right to charge reseller, and You hereby agree to pay reseller for any usage not previously purchased in an Order Form in addition to other remedies available to Us.

3.秘密保持、セキュリティとプライバシー

3.1 本契約による明白な許可を条件として、各当事者は、それぞれが自らの機密情報を保護するのと同じ方法で、ただし劣らぬ配慮をもって、互いの機密情報を不正な使用、アクセスまたは開示から保護します。本契約に従い明白に許可されている場合を除き、各当事者は、互いの機密情報を、本契約の下で各々の権利を行使し各々の義務を履行するためにのみ利用し、(a) 当該機密情報を知る必要があり、そうした機密情報の機密性の悪用を防ぐことを目的とした機密保持条項に拘束されている従業員および／または非従業員サービスプロバイダーおよび請負人に対してのみ、(b) 行政機関または管轄裁判所の命令または召喚状を遵守するため必要に応じて、または(c) 適用法規を遵守するため合理的に必要となる場合において、当該機密情報を開示するものとします。第3.1項の規定は、当事者間で締結された秘密保持契約に優先するものとし、当該契約はそれ以上の効力を持たないものとします。

3.2 The Zendesk Group will maintain reasonable administrative, physical, and technical safeguards for protection of the security, confidentiality and integrity of Service Data, as described in the Agreement, the Supplemental Terms entitled, “How We Protect Your Service Data” attached hereto, and Supplemental Terms for the Deployed Associated Services, as applicable. Those safeguards will include, but will not be limited to, measures for preventing access, use, modification or disclosure of Service Data by Personnel except (a) to provide the Services and prevent or address service, support or technical problems; (b) as compelled by law in accordance with Section 3.1(b) or 3.1(c); (c) in accordance with the provisions of Section 3.4; or (d) as You expressly permit in writing. The Zendesk Group’s compliance with the provisions of Sections 3.2 through 3.5 and the Security Measures set forth in Exhibit B, Section 2 (“How We Protect Service Data”) shall be deemed compliance with the Zendesk’s Group’s obligations to protect Service Data as set forth in the Agreement.

3.3 サービスデータが個人データを構成する範囲内で、お客様とZendesk Groupは、お客様がデータ管理者とみなされ、Zendesk Group当事者における関連法人は、該当するデータ保護法の下で当該条件が理解される通り、データ処理者とみなされることに同意するものとします。Zendeskが特に同意しない限り、サービスデータは、Zendesk Groupまたは米国、EEA、または世界各地で認可されたそのそれぞれの第三者サービスプロバイダーが提供することができます。本サービスの提供にあたり、Zendeskは、Zendesk Group内の法人およびその他の認可されたサービスプロバイダーを従事させながら、欧州経済地域（EEA」）、米国、世界各地において本契約に基づく関連個人データを含みますがこれらに限定されないサービスデータを処理します。いかなる状況においても、該当するデータ保護法の下でのサービスデータ、または該当するデータ保護法に定義される加盟国の関連法令に関して、Zendesk Group内の企業がデータ管理者とみなされることはありません。

3.4 If Personal Data originates from an Agent or End-User in the EEA, We will ensure, pursuant to Applicable Data Protection Law that, to the extent that any Service Data constitutes Personal Data, if Service Data is transferred to a country or territory outside of the EEA (a “non-EEA country”), that such transfer will only take place if: (a) the non-EEA country in question ensures an adequate level of data protection; (b) one of the conditions listed in Article 26(1) of Directive 95/46/EC (or its equivalent under any successor legislation) is satisfied; (c) done so on the basis of Zendesk’s approved binding corporate rules known as the Zendesk Binding Corporate Rules (“Zendesk’s BCR”) which establish adequate protection of such personal information and are legally binding on the Zendesk Group (Zendesk’s BCR can be accessed here and here); or (d) the transfer is via the EU-US or Swiss-U.S. Privacy Shield frameworks. Upon Your request and subject to Your entry into Zendesk’s DPA We will further ensure that the transfer is subject to the standard contractual clauses designed to facilitate transfers of Personal Data from the EEA to all third countries that have been adopted by the European Commission (known as the, “Model Clauses”), which have been incorporated into the DPA. As a Subscriber, You can execute Our DPA by emailing Your request to Us at privacy@zendesk.com.

3.5 お客様は、Zendesk Groupおよびサービスの提供にあたってZendesk Groupを支援するために利用される第三者サービスプロバイダーが、お客様のアカウントにアクセスし、お客様のサポート要求への対応を含みますがそれに限定されないサービスを提供または改善するのに必要な範囲でサービスデータを利用、変更、再生、配信、表示、開示する権利を有することに同意します。Zendesk Groupが利用する第三者サービスプロバイダーは、サービスを提供するため合理的に必要な場合にのみお客様のアカウントおよびサービスデータにアクセスすることができ、次の事項を条件とします。(a) 商業上妥当で、基本的には第3.2項に記載する基準に一致する機密保持義務、(b) 第3.3項に定める個人データに適用されるデータ譲渡制限の遵守への合意。

3.6 Whenever You, Your Agents or End-Users interact with Our Services, We automatically receive and record information on Our server logs from the browser or device, which may include IP address, “cookie” information, the type of browser and/or device being used to access the Services. “Cookies” are identifiers We transfer to the browser or device of Your Agents or End-Users that allow Us to recognize Agent or End-User and their browser or device along with how our Services are being utilized. When We collect this information, We only use this data in aggregate form, and not in a manner that would identify Your Agents or End-Users personally. For example, this aggregate data can tell Us how often users use a particular feature of the Services, and We can use that knowledge to improve the Services.

3.7 当社はお客様が故意に当社に提供した情報を受信し、保存します。例えば、当社サービスへの登録手続きおよび/またはお客様のアカウント設定を通じて、当社がお客様の氏名、メールアドレス、電話番号、クレジットカード情報、お客様およびお客様のエージェントの第三者アカウント資格情報（例：セクション3.9で詳細説明するサービスに統合された、お客様の第三者サイト用のログイン資格情報）などの個人情報を収集する場合があります。加えて、当社がお客様およびお客様のエージェントと連絡を取る場合があります。例えば、お客様およびお客様のエージェントに製品発表情報や販促提案を送信したり、当社のサービスの使用についてお客様およびお客様のエージェントに連絡したりする場合があります。お客様やエージェントが当社からの連絡を希望しない場合は、privacy@zendesk.comにメールを送信してご要望をお知らせいただき、これらの連絡を希望しない各エージェントの名前およびメールアドレスをご提示ください。

3.8 We never sell, rent, or lease Your Service Data to any third party. We do not share Your Service Data with third parties, except as permitted by Section 3.5 of this Agreement and in order to provide and support the Services. We may, however, share aggregated and anonymized information regarding Your use of the Services with third parties as described in this Section. To be clear, we would never disclose aggregated and/or anonymized information to a third party in a manner that would identify You as the source of the information or Your Agents or End Users personally, as an individual.

3.8.1 Zendeskのベンチマーク。お客様は、サービスでの設定の中から、Zendeskベンチマークを有効（つまりオプトイン）にするかどうかを選択できます。参加を希望しない場合、Zendeskベンチマークを有効にしないでください。有効にすると、Zendeskベンチマークにより、お客様のエージェントの個人データやサービスデータを集約して匿名化し、業界、地理、およびその他の指標で区分してこの情報を公開し、顧客サポートメトリクスに関する識見やその他の関連する識見を定性的に把握します。

3.8.2 サービスの改善。Zendesk Groupは、サービスの利用状況を評価し改善する目的で、第三者の分析プロバイダを以下のように使用します。

1. 利用状況データ。第三者の分析プロバイダは、エージェントおよびエンドユーザーがサービスを使用する方法（「利用状況データ」）の評価を含むサービスの使用に関するメトリクス情報を収集することができます。明確に言えば、利用状況データは集約され匿名化されたサービスデータから導出されることがありますが、実際のサービスデータまたは個人データは含まれていません。利用状況データは、Zendesk Groupがサービスを改善するためにサービス部門内の活動に関するレポートを編纂するのに使用されます。第三者の分析プロバイダは、利用状況データを共有したり開示したりすることはありませんが、当社が利用状況データを随時公開することはあり得ます。
2. 匿名データ。当社は、お客様のエージェントまたはエンドユーザーの個人データを個別に識別できないように匿名で収集し、分析のためその情報を第三者の分析プロバイダーに提供する場合があります。当社は、この情報を使用して、各サービスの機能を維持、強化または追加し、ユーザー体験をパーソナライズします。第三者の分析プロバイダがこの情報を共有または開示することはありません。

3.9 Zendesk may also obtain other information, including Personal Data, from third parties and combine that with information We collect through Our Services such as in the case where You use a Third Party Service or where we may have access to certain information from a third party social media or authentication service if you log into our Services through the service or otherwise provide us with access to information from the service. Any access that we may have to such information from a third party social or authentication service is in accordance with the authorization procedures determined by that service. By authorizing us to connect with a third party service, you authorize us to access and store your name, email address(es), current city, profile picture URL, and other Personal Data that the third party service makes available to us, and to use and disclose it in accordance with this Agreement and the Zendesk Privacy Policy as in effect from time to time and available here.

4.知的財産権

Each Party shall maintain all rights, title and interest in and to all our respective patents, inventions, copyrights, trademarks, domain names, trade secrets, know-how and any other intellectual property and/or proprietary rights (collectively, “Intellectual Property Rights”). The rights granted to You, Agents and End-Users to use the Service(s) under this Agreement do not convey any additional rights in the Service(s), or in any Intellectual Property Rights associated therewith. Subject only to limited rights to access and use the Service(s) as expressly stated herein, all rights, title and interest in and to the Services and all hardware, Software and other components of or used to provide the Services, including all related Intellectual Property Rights, will remain with Zendesk and belong exclusively to Zendesk. The Zendesk Group shall have a fully paid-up, royalty-free, worldwide, transferable, sub-licensable (through multiple layers), assignable, irrevocable and perpetual license to implement, use, modify, commercially exploit, and/or incorporate into the Services or otherwise use any suggestions, enhancement requests, recommendations or other feedback We receive from You, Agents, End-User, or other third parties acting on Your behalf. Zendesk®, and the Zendesk Group’s other product and service names, and logos used or displayed in or on the Services are registered or unregistered trademarks of one or more members of the Zendesk Group (collectively, “Marks”), and You may only use applicable Marks in a manner permitted by Our Trademark Usage Guidelines to identify You as a Subscriber; provided You do not attempt, now or in the future, to claim any rights in the Marks, degrade the distinctiveness of the Marks, or use the Marks to disparage or misrepresent Us, Our services or products.

5.第三者サービス

If You decide to enable, access or use Third Party Services, be advised that Your access and use of such Third Party Services is governed solely by the terms and conditions of such Third Party Services, and We do not endorse, are not responsible or liable for, and make no representations as to any aspect of such Third Party Services, including, without limitation, their content or the manner in which they handle, protect, manage or Process data (including Service Data) or any interaction between You and the provider of such Third Party Services. We cannot guarantee the continued availability of such Third Party Service features, and may cease providing them without entitling You to any refund, credit, or other compensation, if for example and without limitation, the provider of an Third Party Service ceases to make the Third Party Service available for interoperation with the corresponding Service in a manner acceptable to Us. You irrevocably waive any claim against Zendesk with respect to such Third Party Services. We are not liable for any damage or loss caused or alleged to be caused by or in connection with Your enablement, access or use of any such Third Party Services, or Your reliance on the privacy practices, data security processes or other policies of such Third Party Services. You may be required to register for or log into such Third Party Services on their respective websites. By enabling any Third Party Services, You are expressly permitting Zendesk to disclose Your Login as well as Service Data as necessary to facilitate the use or enablement of such Third Party Services.

6.販促クレジットポリシー

We may, at our sole discretion, choose to offer credits for the Services in various ways, including but not limited to, coupons, promotional campaigns and referrals for Zendesk services such as training. Zendesk reserves the right to award credits at its sole discretion. Credits have no monetary or cash value and can only be used by You or a Reseller to offset Your subsequent payments of Subscription Charges for the applicable Service. Credits may only be applied to Subscription Charges due for the Service specifically identified by Zendesk when issuing the credit. Credits can only be used by You and are non-transferable.

To the extent that You have been awarded credits, unless the instrument (including any coupon) states an earlier expiration date, credits shall expire and no longer be redeemable twelve (12) months from the date the credit was issued.

7.キャンセルおよび解除

7.1 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.

7.2 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.

7.3 We reserve the right to restrict, functionality, suspend or terminate the Services (or any part thereof), Your Account or Your and/or Agents’ or End-Users’ rights to access and use the Services, and remove, disable and quarantine any Service Data if We believe that You, Agents or End-Users have violated this Agreement. This includes the removal or disablement of Service Data in accordance with Our Copyright Infringement Notice and Takedown Policy available at www.zendesk.com/company/trademark-property/dmca/. Unless legally prohibited from doing so, We will use commercially reasonable efforts to contact You directly via email to notify You when taking any of the foregoing actions. We shall not be liable to You, Agents, End-Users or any other third party for any such modification, suspension or discontinuation of Your rights to access and use the Services. Any suspected fraudulent, abusive, or illegal activity by You, Agents or End-Users may be referred to law enforcement authorities at Our sole discretion.

7.4 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. If this Agreement is terminated by You in accordance with this section, We will, to the extent permitted by applicable law, refund You any prepaid fees covering the remainder of the Subscription Term after the effective date of termination. If this Agreement is terminated by Us in accordance with this section, You will pay any unpaid fees covering the remainder of the Subscription Term of all Order Forms. In no event will termination relieve You of Your obligation to pay any fees payable to Us for the period prior to the effective date of termination.

7.5 Upon request by You made within thirty (30) days after the effective date of termination or expiration of this Agreement, We will make Your Service Data available to You for export or download as provided in the Documentation. After such 30-day period, We will have no obligation to maintain or provide any Your Service Data, and as provided in the Documentation will have the right to delete or destroy all copies of Your Service Data in Our systems or otherwise in Our possession or control, unless legally prohibited.

8.表明、保証、免責

8.1 各当事者は本契約を正当に締結し、そうする法的権利を有することを表明します。

8.2 We warrant that during an applicable Subscription Term that (a) this Agreement and the Documentation will accurately describe the applicable administrative, physical, and technical safeguards for protection of the security, confidentiality and integrity of Your Service Data; and (b) the Services will perform materially in accordance with the applicable Documentation. For any breach of a warranty above, Your exclusive remedies are those described in Section 7.4 herein.

8.3 EXCEPT AS SPECIFICALLY SET FORTH IN SECTION 8.2, THE SITES AND THE SERVICES, INCLUDING ALL SERVER AND NETWORK COMPONENTS ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS, WITHOUT ANY WARRANTIES OF ANY KIND TO THE FULLEST EXTENT PERMITTED BY LAW, AND WE EXPRESSLY DISCLAIM ANY AND ALL WARRANTIES, WHETHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, ANY IMPLIED WARRANTIES OF MERCHANTABILITY, TITLE, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. YOU ACKNOWLEDGE THAT WE DO NOT WARRANT THAT THE SERVICES WILL BE UNINTERRUPTED, TIMELY, SECURE, ERROR-FREE OR FREE FROM VIRUSES OR OTHER MALICIOUS SOFTWARE, AND NO INFORMATION OR ADVICE OBTAINED BY YOU FROM US OR THROUGH THE SERVICES SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED IN THIS AGREEMENT.

9.賠償責任制限

9.1 UNDER NO CIRCUMSTANCES AND UNDER NO LEGAL THEORY (WHETHER IN CONTRACT, TORT, NEGLIGENCE OR OTHERWISE) WILL EITHER PARTY TO THIS AGREEMENT, OR THEIR AFFILIATES, OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, SERVICE PROVIDERS OR SUPPLIERS OR LICENSORS BE LIABLE TO THE OTHER PARTY OR ANY AFFILIATE FOR ANY LOST PROFITS, LOST SALES OR BUSINESS, LOST DATA (BEING DATA LOST IN THE COURSE OF TRANSMISSION VIA YOUR SYSTEMS OR OVER THE INTERNET THROUGH NO FAULT OF ZENDESK), BUSINESS INTERRUPTION, LOSS OF GOODWILL, OR FOR ANY TYPE OF INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, CONSEQUENTIAL OR PUNITIVE LOSS OR DAMAGES, OR ANY OTHER LOSS OR DAMAGES INCURRED BY THE OTHER PARTY OR ANY AFFILIATE IN CONNECTION WITH THIS AGREEMENT, THE SERVICES OR CONSULTING SERVICES, REGARDLESS OF WHETHER SUCH PARTY HAS BEEN ADVISED OF THE POSSIBILITY OF OR COULD HAVE FORESEEN SUCH DAMAGES.

9.2 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 OR OTHERWISE IN CONNECTION WITH ANY SUBSCRIPTION TO, OR USE OR EMPLOYMENT OF THE SERVICES OR CONSULTING 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 9.2 IS TO ALLOCATE THE RISKS UNDER THIS AGREEMENT BETWEEN THE PARTIES AND LIMIT POTENTIAL LIABILITY GIVEN THE SUBSCRIPTION CHARGES AND CONSULTING FEES FOR YOUR SUBSCRIPTION, 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 CONSULTING SERVICES PROVIDED FOR IN THIS AGREEMENT. THE LIMITATION OF LIABILITY PROVIDED FOR HEREIN WILL APPLY IN AGGREGATE TO SUBSCRIBER AND ITS AFFILIATES AND SHALL NOT BE CUMULATIVE.

9.3 一部の司法管轄区では、偶発的または必然的な損害または人身傷害や死亡に対する黙示的保証の除外または責任の制限が認められていないため、上記制限の一部がお客様に適用されない場合があります。当該司法管轄区において、Zendesk Groupの賠償責任は法律により許可された最大範囲に限られます。

9.4 お客様のZendeskに対する申し立てや損害は、Zendeskに対してのみ効力を持ち、その他の企業、執行役、取締役、代表者、エージェントには効力を持ちません。

10.補償

10.1 We will indemnify and hold You harmless, from and against any claim brought by a third party against You by reason of Your use of a Service as permitted hereunder, brought by a third party alleging that such Service infringes or misappropriates a third party’s valid patent, copyright, trademark or trade secret (an “IP Claim”). We shall, at Our expense, defend such IP Claim and pay damages finally awarded against You in connection therewith, including the reasonable fees and expenses of the attorneys engaged by Zendesk for such defense, provided that (a) You promptly notify Zendesk of the threat or notice of such IP Claim; (b) We will have the sole and exclusive control and authority to select defense attorneys, and defend and/or settle any such IP Claim; and (c) You fully cooperate with Zendesk in connection therewith. If use of a Service by You, Agents or End-Users has become, or in Our opinion is likely to become, the subject of any such IP Claim, We may at Our option and expense (a) procure for You the right to continue using the Service(s) as set forth hereunder; (b) replace or modify a Service to make it non-infringing; or (c) if options (a) or (b) are not commercially reasonable or practicable as determined by Zendesk, terminate Your subscription to the Service(s) and repay You, on a pro-rata basis, any Subscription Charges previously paid to Zendesk for the corresponding unused portion of Your Subscription Term for such Service(s). We will have no liability or obligation under this Section 10.1 with respect to any IP Claim if such claim is caused in whole or in part by (i) compliance with designs, data, instructions or specifications provided by You; (ii) modification of the Service(s) by anyone other than Zendesk; or (iii) the combination, operation or use of the Service(s) with other hardware or software where a Service would not by itself be infringing.

本契約第10.1項は、Zendeskのお客様に対する単独の排他的な責任を定め、お客様、エージェントまたはエンドユーザーのサービスのアクセスまたは利用を理由として生じたIP申し立てに関して、お客様単独の救済手段を制定します。

10.2 You will indemnify and hold Zendesk harmless against any claim (i) arising from or related to use of a Service by You, Agents or End-Users in breach of this Agreement; or (ii) alleging that the intellectual property rights of a third party have been violated; provided (a) We promptly notify You of the threat or notice of such a claim; (b) 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 fault upon Us without Our prior written consent); and (c) We fully cooperate with You in connection therewith.

11.譲渡、完全合意、改正

11.1 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 the 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 consent, which consent will not be unreasonably withheld. We may, without Your consent, 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. 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.

11.2 This Agreement, together with any Order Form(s) and Supplemental Term(s) constitute the entire agreement, and supersede 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.

11.3 新しい契約が以前のバージョンに優先する場合、当社は随時本契約を修正する場合があります。当社は当該修正を施行する日の十（10）日前までにお客様に通知し、当該修正事項を施行する日以降お客様が引き続きサービスを使用する場合には、Zendeskはお客様の修正事項へ同意したものとして信頼する場合があります。当社が本契約のいかなる条項を行使することを怠ったとしても、本契約の他の条項の権利放棄をすることにはなりません。

12.可分性

本契約書に管轄裁判所で法的強制力がないと判断された条項がある場合、当該条項は裁判所により変更され、法律により最大の範囲で元の条項を最もよく達成できるように解釈され、本契約の残りの条項は有効に存続するものとします。

13.輸出コンプライアンスおよび利用制限

当社がお客様、エージェントまたはエンドユーザーに提供するまたは利用できるようにするサービスおよびその他のソフトウェアまたはサービスのコンポーネントは、米国輸出管理および経済的制裁法の対象となる場合があります。お客様、エージェントまたはエンドユーザーによるサービス、ソフトウェア、その他のコンポーネントへのアクセスおよび利用に関して、お客様はあらゆる関連法令を遵守することに同意します。お客様がサービス、ソフトウェアまたはその他のコンポーネントが米国またはその他の適用法令において禁止される司法管轄区（「禁止司法管轄区」）に所在する場合、お客様はサービスにアクセスまたは利用しないものとします。お客様は禁止司法管轄区に所在する政府、企業または個人に対してサービスのアクセスを提供しないものとします。お客様は次の事項を表明し、保証し、約束します。(a) 米国からの輸出の受領を禁止されているまたは米国人との取引を禁止されている個人または企業の米国政府リストに名前が掲載されていないこと、(b) 禁止司法管轄区に登録された人物または下位者でないこと、(c) 米国またはその他の適用される輸出禁止または制限に違反するサービスのアクセスまたは利用をエージェントまたはエンドユーザーに許可しないこと、および (d) 米国およびお客様、エージェントおよびエンドユーザーが所在する国から輸出された技術的データの伝送に関して、すべての適用法を遵守すること。

14.当事者の関係

当事者は独立した契約人です。本契約は当事者間のパートナーシップ、フランチャイズ、合弁、仲介、信託または雇用関係を形成するものではありません。

15.通知

All notices provided by Zendesk to You under this Agreement may be delivered in writing (a) by nationally recognized overnight delivery service (“Courier”) or U.S. mail to the contact mailing address provided by You on any Order Form; or (b) electronic mail to the electronic mail address provided for Your Account owner. You must give notice to Zendesk in writing by Courier or U.S. mail to 1019 Market Street, San Francisco, California 94103 U.S.A. Attn: Legal Department. All notices shall be deemed to have been given immediately upon delivery by electronic mail, or if otherwise delivered upon receipt or, if earlier, two (2) business days after being deposited in the mail or with a Courier as permitted above.

16.準拠法

本契約は、法の抵触の原則と関係なく、カリフォルニア州の法律に準拠するものとします。本契約の元での紛争はカリフォルニア州サンフランシスコにある普通管轄裁判所において解決されるものとします。お客様は、ここに、本契約またはお客様、エージェントまたはエンドユーザーのサービスへのアクセスまたは利用に関する紛争を解決する目的でカリフォルニア州、サンフランシスコ郡の連邦および州裁判所の専用対人管轄権に従うことに明白に同意するものとします。

17.連邦政府の最終利用に関する条項

お客様は米国政府省またはエージェンシーまたは当該省またはエージェンシーの代理で契約し、各サービスは、その用語が48C.F.R.第2.101項で定義されている「商品」であり、48 C.F.R.第12.212項または48 C.F.R.第227.7202項で使用されている通り、「商業的コンピューターソフトウェア」および「商業的コンピューターソフトウェアドキュメント」を構成しています。該当する場合48C.F.R.第12.212項または48 C.F.R.第227.7202-1～227.7202-4項と一致して、サービス使用許諾では、本契約の利用規約の下で提供される権利のみお客様に付与します。

18.汚職防止

お客様は当社の従業員またはエージェントから、本契約に関連して、違法或いは不適切な賄賂、見返り、支払い、贈答品または価値あるものを受け取らず、或いは提供されないことに同意します。通常の事業の過程において提供された合理的な贈答品および接待は、上記制約に違反するものではありません。上記制約の違反を知り得た場合、お客様は妥当な努力により速やかに当社の法務部へメールでlegal@zendesk.com宛通知します。

19.契約存続

第1項、第3.1, 4項および第8-19項は、お客様、エージェントまたはエンドユーザーによるサービスの利用に関して当社の契約の解除後も存続するものとします。当該契約の解除は、本契約の解除または破棄の前に生じた義務に対する当事者の責任を制限するものではありません。

補足利用規約
第1項：サービス別規約

「一般利用規約」（「一般条件」）項の利用規約がすべてのサービスに適用されます。本項には、一般条件に加えてサービス別の補足条項を含まれます。

Zendesk Chatサービスの補足条件（「Zendesk Chat」）：

Zendesk SupportのサービスプランによりZendesk Chatを利用できる、またはお客様が購読する、またはサービスとしてZendesk Chatを利用する場合、次の補足条件が適用されます。

If You are accessing and using Zendesk Chat in connection with an integration to a third party messaging platform (e.g. Facebook Messenger), You hereby acknowledge that such messaging platforms are Third Party Services and certify that You have agreed to the terms of service that such third party uses to govern use of their platform. If You use such Third Party Service functionality, You hereby represent that You have provided notice to and received all necessary consents from Your End-Users to contact such End-Users using Zendesk Chat and/or the Third Party Services You enable within Your Account. Further, You agree that Your Service Data may be transferred to and processed by the Third Party Services that You enable in Zendesk Chat as necessary to provide the Service.

お客様は、(i) エンドユーザーと医療供給者との会話を促進するため、または(ii) 医療供給者から入手した患者データを送信または収集するため、第三者のメッセージングプラットフォームに統合されたZendesk Chatの機能を使用しないことに同意します。Zendesk Chatの使用には購読料の支払い義務が課され、本サイトに記載されている使用制限の対象となります。Zendesk Chatを有効にするまたは利用することにより、お客様は購読料を支払うことに同意し、本サイトに記載されている機能制限に同意しています。

Zendesk Talkサービスの補足条項（「Zendesk Talk」）：

Zendesk SupportのサービスプランによりZendesk Talkを利用できる、またはお客様が加入する、またはサービスとしてZendesk Talkを利用する場合、次の補足条項が適用されます。

You understand and agree that (a) Zendesk Talk is not intended to support or carry emergency calls to any emergency services such as public safety answering points; (b) We will not be held liable for any claim, damages or loss (and You hereby waive any and all such claims or causes of action), arising from or relating to Your (or Agents’ or End-Users’) inability to use Zendesk Talk to make such emergency calls; (c) You are solely responsible for Your operation of Zendesk Talk (including the available texting functionality) in compliance with all applicable laws in all jurisdictions, including but not limited to telephone recording and wiretapping laws and laws related to telemarketing and spam such as the Telephone Consumer Protection Act; and (d) You will defend, hold harmless and indemnify Us from and against any third party claim arising from any of the foregoing.

At Zendesk’s election, Subscription Charges and usage fees for Zendesk Talk may be charged in arrears or by requiring Reseller to prepay for expected usage. To the extent that Reseller is required to prepay for expected usage of Zendesk Talk, the credit card on file will automatically be recharged with the same amount and by the same payment method chosen when Your Account first establishes a prepaid credit for Zendesk Talk, or by such additional amount Reseller requests as a regular prepaid credit.

If Reseller prepays for Zendesk Talk via check, wire, or ACH, Zendesk reserves the right to automatically re-invoice Reseller for the same amount as the previous pre-payment amount if Your balance approaches $0.00. If You wish to cancel or change this automatic re-charge option, then Reseller should contact its Sales Representative or support@zendesk.com. Zendesk Talk usage credits will expire one (1) year from the date of purchase if unused at that time.

If Your Zendesk Talk Service Plan includes Zendesk Text, then Subscriber agrees that only its Agents who have purchased both Zendesk Talk and Zendesk Text are authorized to use Zendesk Text. Zendesk reserves the right to monitor and periodically audit Your use of Zendesk Talk and Zendesk Text to ensure that Your use complies with the Agreement and the Zendesk Talk Service Plan restrictions on Our Site. Should Zendesk discover that Your or any Agent’s use of Zendesk Talk or Zendesk Text is not in compliance with the Agreement and the Zendesk Talk Service Plan restrictions on Our Site, Zendesk reserves the right to charge Reseller, and You hereby agree to pay for, said usage.

Use of Zendesk Talk and the related functionality is subject to the obligation to pay applicable usage fees, Subscription Charges and other applicable charges stated here. By enabling or otherwise using Zendesk Talk, You are agreeing to pay these charges through Reseller. Usage fees and charges are subject to change and may be revised by Zendesk at any time. Any changes made to usage fees will be made across all Subscribers and will not be targeted towards individual Subscribers.

Some jurisdictions may require that Your business have an address within the jurisdiction to purchase a phone number through Zendesk Talk. If You are in such a jurisdiction, You agree to provide a business address within the jurisdiction. You further authorize Zendesk to disclose the given address to our third party voice service provider, Twilio, Inc. (“Twilio”), and any necessary governmental agency. Twilio’s and the necessary governmental agency’s terms and policies will govern their use of the address and the Reseller Customer Master Service Agreement and Privacy Policy do not govern their use of the address. You further understand that Your phone number in the jurisdiction may be taken out of service if You are unable to provide a local address in any such jurisdiction.

Zendesk Exploreサービスの補足条項（「Zendesk Explore」）：

Zendesk SupportのサービスプランによりZendesk Exploreを利用できる、またはお客様が加入する、またはサービスとしてZendesk Exploreを利用する場合は、次の補足条項が適用されます。

本契約における「ソフトウェア」の定義には、お客様がデータソースをZendesk Exploreへ接続するために利用するコネクタ、またはZendesk Exploreに関連するあらゆる機能の利用を可能にするコネクタが含まれます。

Use of Zendesk Explore may be subject to the obligation to pay applicable usage fees, platform fees and other applicable Subscription charges as detailed on the Site. By enabling or otherwise using Zendesk Explore, You are agreeing to pay all applicable fees and Charges, through Reseller, with Your use of Zendesk Explore.

Zendesk Guideサービスの補足条件（「Zendesk Guide」）：

Zendesk SupportのサービスプランによりZendesk Guideを利用できる、またはお客様がZendesk Guideを購読するもしくはサービスとして利用する場合、次の補足条件が適用されます。

Use of Zendesk Guide is subject to the obligation to pay applicable Subscription Charges as stated here. Some features of Zendesk Guide may be subject to additional Subscription Charges and Consumption Capacity limits as explained on the Zendesk Guide pricing page on the Site. By enabling or otherwise using Zendesk Guide, You are agreeing to pay these charges and agreeing to the applicable feature terms. “Consumption Capacity,” as it relates to Zendesk Guide, means the maximum number of Ticket deflections available to You using the Answer Bot feature of Zendesk Guide for the Service Plan to which You subscribe.

特定のZendesk Guide機能の購読料金には、延滞料金がかかる場合や、予想される消費量での前払いが必要となる場合があります。有効期限より前の期日が購入時にお客様に通知されない限り、最大消費量は期限切れとなり、最大消費量が割り当てられている期間の終了時には払い戻しができなくなります。該当する期間中にお客様のアカウントが最大消費量制限に達した場合、より高いサービスプランにアップグレードして追加の最大消費量を購入しない限り、次の期間の開始時まで、関連機能の機能性はお客様のアカウントで利用できなくなります。

Zendesk Connectサービスの補足条件（「Zendesk Connect」）：

Zendesk SupportのサービスプランによりZendesk Connectを利用できる、またはお客様がZendesk Connectを購読するもしくはサービスとして利用する場合、次の補足条件が適用されます：

1. Subscription Charges and Monthly Messaged Users.

Zendesk Connectの使用には、本サイトの価格設定ページに記載されている、該当する購読料の支払い義務が課されます。購入時に初期の期限切れ日付がお客様に通知されない限り、月額メッセージユーザーは期限切れとなり、月額メッセージユーザー数量が割り当てられている月の終わりには払い戻しができなくなります。Zendesk Connectに関連する「月間メッセージユーザー」とは、お客様が加入しているZendesk Connectの月間メッセージユーザー層の下で、お客様が所定の月に連絡を取ることができる個々のエンドユーザーの最大数を意味します。いかなる場合でも、月額メッセージユーザーは、割り当てられた月の外に持ち越されることはありません。当該月にお客様のアカウントが月間メッセージユーザー制限に達し、その月に追加のエンドユーザーに引き続きお問い合わせいただいた場合は、サイトに記載されているお客様の加入期間のうちの残りの期間、お客様の実際の月額メッセージユーザー数に適用される加入層にアップグレードされます。

2. End-User Consent

お客様は、本契約において、Zendesk Connectを使用して連絡を取ることに対して、エンドユーザーに全ての必要な同意を得るための通知を提供し、その同意を受領したことを表明します。

3. Third Party Services

Zendesk Connectは、第三者サービスを通してエンドユーザーにキャンペーンを送るため、Zendesk Connect内でお客様が第三者サービスを有効化できる機能を提供します。お客様が第三者サービスとの統合に関連してZendesk Connectにアクセスして使用する場合、そうしたプロバイダーは第三者サービスの提供者であり、このような第三者がそのプラットフォームの利用を管理するために使用するサービス条件にお客様が同意したことをここに証明したものとなります。このような第三者サービスを使用される場合、お客様は、本契約において、Zendesk Connectおよび/またはお客様のアカウント内で有効にした第三者サービスを使用して連絡を取ることに対して、エンドユーザーに全ての必要な同意を得るための通知を提供し、その同意を受領したことを表明します。さらに、お客様は、Zendesk Connectでのサービス提供のために必要に応じて有効にした第三者サービスにお客様のサービスデータが転送され、処理されることに同意するものとします。

4. Restrictions

お客様がZendesk ConnectのEメールキャンペーン機能に次のタイプの情報を載せることは禁止されています：(a) 社会保障番号、パスポート番号、運転免許証番号、または同様の個人を特定可能な情報（またはその一部）。(b) クレジットカード番号またはデビットカード番号、金融情報、銀行口座番号またはパスワード。(c) 雇用、財政、または健康に関する情報。(d) 政治的、民族的、または宗教的な所属情報、組合加入情報、または性的指向。(e) アカウントのパスワード、母親の旧姓、生年月日。(f) 犯罪歴。又は、(g) 該当する管轄区の法制度の下で機密とみなされるその他の情報または情報の組み合わせ。

Further, You are prohibited from engaging in the following activities in Your use of the Zendesk Connect email campaign functionality: (a) using non-permission based email lists (i.e., lists in which each recipient has not explicitly granted permission to receive emails from You by affirmatively opting-in to receive those emails); (b) using purchased or rented email lists; (c) using third party email addresses, domain names, or mail servers without proper permission; (d) sending emails to non-specific addresses (e.g., webmaster@domain.com or info@domain.com); (e) sending emails that result in an unacceptable number of spam or UCE complaints (even if the emails themselves are not actually spam or UCE); (f) failing to include a working “unsubscribe” link in each email that allows the recipient to remove themselves from Your mailing list; (g) failing to comply with any request from a recipient to be removed from Your mailing list within ten (10) days of receipt of the request; (h) failing to include in each email a link to the then-current privacy policy applicable to that email; (i) disguising the origin or subject matter of any email or falsifying or manipulating the originating email address, subject line, headers, or transmission path information for any email; (j) failing to include in each email Your valid physical mailing address or a link to that information; and (k) including “junk mail,” “chain letters,” “pyramid schemes,” incentives (e.g., coupons, discounts, awards, or other incentives) or other material in any email that encourages a recipient to forward the email to another recipient. You will not use Zendesk Connect’s email campaign functionality for high risk activities which shall mean uses such as the operation of nuclear facilities, air traffic control, life support systems or where the use or failure of Zendesk Connect could lead to death, personal injury, or environmental damage. You shall be solely responsible for ensuring that Your use of the Service, including without limitation Your provision of Service Data to Zendesk Connect through Services, complies with all applicable laws, rules, regulations, industry self-regulatory regimes and third-party contracts, terms and policies, including without limitation the initiator obligations under CAN-SPAM or other email marketing regulations, telephone recording and wiretapping laws and laws related to telemarketing and spam, such as the Telephone Consumer Protection Act and for obtaining all consents, authorizations and clearances from Customer’s End-Users, Third Party Services and any other third parties that may be required in connection therewith.

Zendesk does not intend use of the Zendesk Connect’s email campaign functionality to create obligations under The Health Insurance Portability and Accountability Act of 1996 (“HIPAA”), the Gramm-Leach-Bliley Act (“GLBA”) or similar laws and makes no representations that the Service’s email campaign functionality satisfies the requirements of such laws. If You are (or become) a Covered Entity or Business Associate (as defined in HIPAA) or a Financial Institution (as defined in GLBA), You agree not to use Zendesk Connect’s email campaign functionality for any purpose or in any manner involving Protected Health Information (as defined in HIPAA) or Nonpublic Personal Information (as defined in GLBA).

一部のZendesk展開関連サービスの補足条項（アドオン）：

For Subscribers who have purchased or been given access to the Deployed Associated Services listed below, there are Additional Features which will supplement the Agreement:

• Collaboration Associated Deployed Service for Zendesk Support
• High Volume API Associated Deployed Service for Zendesk Support
• Data Center Location Associated Deployed Service for Zendesk Support
• Premier Customer Support Associated Deployed Service for Zendesk Support
• Premium Customer Support Deployed Associated Service for Zendesk Support
• Advanced Security Associated Deployed Service for Zendesk Support
• Zendesk Supportのプレミアムサンドボックス展開関連サービス

ZendeskのAPIおよびSDKの補足条項：

If You use or access any API for the purpose of developing, implementing and Publishing Applications (as defined in the API Agreement), You hereby agree that Your use shall be governed by the Application Developer and API License Agreement (“API Agreement”). Further, if You use or access any SDK (defined below), You hereby agree that Your use of the SDK shall be governed by the API Agreement, in addition to this Agreement. “SDK” means any software development kit related to a Service developed by Zendesk and made available to You.

ZendeskのMarketplaceの補足条項：

If You use or access the Marketplace, as available in Your Account and at https://www.zendesk.com/apps/, You hereby agree to the Marketplace Terms of Use (the “Marketplace Terms”). As described in the Marketplace Terms, certain additional terms may apply to Your use of Applications (as defined in the Marketplace Terms).

SUPPLEMENTAL TERMS AND CONDITIONS
SECTION 2: HOW WE PROTECT YOUR SERVICE DATA

Zendesk Groupは、本補足条項に定めるセキュリティ対策を含め、強力な包括的セキュリティプログラムを提供することを約束します（「セキュリティ対策」）。加入期間中、本セキュリティ対策は、基準が進展するまたは当社が正当に必要とみなす場合に追加管理策が実施されるか既存の管理が変更された場合には通知なく変更される場合があります。

当社が利用するセキュリティ対策

As provided for in Section 3.2 of the Agreement, We will abide by the these Security Measures to protect Your Service Data as is reasonably necessary to provide the Services:

1. Security Policies and Personnel. We have and will maintain a managed security program to identify risks, implement preventative technology as well as technology and processes for common attack mitigation. This program is and will be reviewed on a regular basis to provide for continued effectiveness and accuracy. We have, and will maintain, a full-time information security team responsible for monitoring and reviewing security infrastructure for Our networks, systems and services, responding to security incidents, and developing and delivering training to Our employees in compliance with Our security policies.

2. Data Transmission. We will maintain commercially reasonable administrative, physical and technical safeguards to protect the security, confidentiality and integrity of Service Data. These safeguards include encryption of Service Data in transmission (using TLS or similar technologies) over the internet, except for any Third Party Service that does not support encryption, which You may link to through the Services at Your election.

3. Incident Response. We have an incident management process for security events that may affect the confidentiality, integrity, or availability of Our systems or data that includes a response time under which Zendesk will contact its subscribers upon verification of a security incident that affects their Service Data. This process specifies courses of action, procedures for notification, escalation, mitigation, and documentation. The incident response program includes 24×7 centralized monitoring systems and on-call staffing to respond to service incidents.

4. Access Control and Privilege Management. We restrict administrative access to subscriber production systems to operational personnel. We require such personnel to have unique IDs and associated cryptographic keys. These keys are used to authenticate and identify each person’s activities on Our systems, including access to Service Data. Upon hire, Our operational personnel are assigned unique keys. Upon termination, these keys are revoked. Access rights and levels are based on Our employee’s job function and role, using the concepts of least-privilege and need-to-know to match access privileges to defined responsibilities.

5. ネットワーク管理およびセキュリティ.当社が利用するデータセンターは業界標準の完全な冗長性と合理的に十分な帯域幅を持つ安全なネットワークアーキテクチャに加え、個別のコンポーネントの不具合による影響を緩和する冗長なネットワークインフラストラクチャを維持しています。当社のセキュリティチームは、業界標準のユーティリティを利用し、一般的に未認証のネットワーク活動に対する防御を提供し、脆弱性に関するセキュリティ勧告リストを監視し、定期的に社外機関による脆弱性監査を行っています。

6. データセンター環境および物理的セキュリティ.サービスの提供に関連して、当社が利用するデータセンター環境は、次のセキュリティ対策を取っています。

• 24x7x365体制の物理的セキュリティ機能の責任を担うセキュリティ組織。
• データセンター内でシステムまたはシステムコンポーネントがインストールまたは保存されたエリアへのアクセスは、業界標準に沿ったセキュリティ対策およびポリシーにより制限されています。
• N++1無停電電源装置、HVACシステム、バックアップ発電機アーキテクチャ、最新防火設備。

第三者サービスプロバイダーに対する技術的、体系的セキュリティ対策

本契約の第3.5項に定める通り、Zendesk Groupが利用する第三者サービスプロバイダーは、サービスを提供するために合理的に必要なお客様のアカウントおよびサービスデータのみへのアクセスを付与されており、第3.5項のその他の要件の内、次の適切な、技術的、体系的セキュリティ対策の遵守の実施および維持に基づいています。

1. Physical Access Controls. Third-party service providers shall take reasonable measures to prevent physical access, such as security personnel and secured buildings and factory premises, to prevent unauthorized persons from gaining access to data processing systems in which Service Data is Processed.

2. システムアクセスコントロール.第三者サービスプロバイダーは合理的な対策を取り、データ処理システムが認証なく利用されることを防ぐものとします。これらのコントロールは実行される処理の性質により異なり、とりわけ、パスワードによる認証、2要素認証、文書化された認証プロセス、文書化された変更管理プロセス、複数レベルでのアクセスログを含む場合があります。

3. データアクセスコントロール.第三者サービスプロバイダーは合理的な対策を取り、サービスデータが適切に認証されたスタッフのみがアクセスし管理するようにし、直接的データベースクエリーアクセスは制限され、アプリケーションアクセス権を設定し、拘束し、サービスデータへのアクセスを許可された人物のみがアクセス権限を持つサービスデータにアクセスできるようにします。処理の過程において認証なくサービスデータを閲覧したり、コピーしたり、変更したり、削除したりすることはできません。

4. 送信コントロール.第三者サービスプロバイダーは合理的な対策を取り、データ送信設備によるサービスデータの転送が想定される法人をチェックし、確定することができるかを確認し、サービスデータの電子的送信または伝送中に認証なく閲覧されたり、コピーされたり、変更されたり、削除されたりすることがないようにします。

5. Input Controls. Third-party service providers shall take reasonable measures to provide that it is possible to check and establish whether and by whom Service Data has been entered into data processing systems, modified or removed; and, any of transfer of Service Data to a third-party service providers is made via a secure transmission.

6. Data Protection. Third-party service providers shall take reasonable measures to provide that Service Data is secured to protect against accidental destruction or loss.

7. 論理的分離.第三者サービスプロバイダーはサービスデータをシステム上の他の当事者のデータから論理的に分離し、サービスデータを分けて処理するようにします。

補足利用規約
第3項：国別条件

お客様の本サービスの利用には、以下の国別条件が適用される場合があります。

日本：
You agree that you are responsible for: (i) notifying the End-Users using our Services via your Account about how the Zendesk Group may use End-Users’ Personal Data as described in this Policy; and (ii) obtaining prior consent from End-Users to disclose their Personal Data to us.

ブラジル：
You agree that You are responsible for notifying End-Users that Personal Data is collected, stored, used and/or processed by the Zendesk Group, as described in this Agreement, and is collected, stored, used and/or processed in accordance with Brazilian Law No. 12,965/2014. You agree You are responsible for notifying End-Users that by using our Services they expressly consent to the collection, use, storage and processing of their Personal Data by Us as described.

オーストラリア：
You agree that You are responsible for notifying End-Users that Personal Data collected, stored, used and/or processed by the Zendesk Group, as described in this Policy, is collected, stored, used and/or processed in compliance with the Australian Privacy Act 1988 (Commonwealth) and the Australian Privacy Principles as we further detail here. You are responsible for notifying End-Users if they are dissatisfied with our handling of a complaint or do not agree with the resolution proposed by us, they may make a complaint to the Office of the Australian Information Commissioner (OAIC) by contacting the OAIC using the methods listed on their website. Alternatively, they may request that we pass on the details of their complaint to the OAIC directly.

ニュージーランド：
You agree that You are responsible for notifying End-Users that Personal Data collected, stored, used and/or processed by the Zendesk Group, as described in this Policy, is collected, stored, used and/or processed in compliance with the New Zealand’s Privacy Act (1993) and its 12 Information Privacy Principles (NZ IPPs) as we further detail here.

シンガポール：
You agree that You are responsible for notifying End-Users that Personal Data collected, stored, used and/or processed by the Zendesk Group, as described in this Policy, is collected, stored, used and/or processed in compliance with the Zendesk Group’s obligations under the Personal Data Protection Act 2012 of Singapore (“PDPA”) as we further detail here.

カナダ：
お客様は、個人情報（カナダの個人情報保護および電子文書法（PIPEDA）に定義されている用語のとおり）は、PIPEDAに基づくZendesk Groupの義務に準拠してZendesk Groupが収集、保存、使用、処理することをエンドユーザーに通知する義務を負うことに同意します。

補足利用規約
第4項：コンサルティングサービス

If Subscriber has engaged Zendesk for the provision of professional services (including any Training, Success or Implementation Services, “Consulting Services”) as indicated on a Order Form or other written document such as a Statement of Work, the provision of such Consulting Services will be governed by the Agreement, including these Supplemental Terms. Unless otherwise agreed to in a Statement of Work, Subscriber agrees that any Consulting Services must be scheduled for completion by Subscriber within six (6) months following the commencement of the Subscription Term as indicated on the Order Form. In consideration of the foregoing, Subscriber and Zendesk, intending to be legally bound, agree to the terms set forth below.

1. Scope. All Consulting Services pursuant to the Agreement provided by Zendesk to Subscriber will be outlined in one or more in one or more mutually agreed-upon and jointly executed Statement of Work(s) (“SOW(s)”) or Order Forms, each incorporated into the Agreement and describing in detail the scope, nature and other relevant characteristics of services to be provided.

2. Retention. Subscriber hereby retains Zendesk to provide the Consulting Services described in one or more SOWs, subject to the terms and conditions set forth in the Agreement. Zendesk shall not be obligated to perform any Consulting Services until both Parties have mutually agreed upon and executed an SOW. After execution of an SOW, the Consulting Services to be provided under that SOW may only be changed through a change order mutually executed by the Parties (“Change Order”).

3.コンサルティングサービスの実行。

3.1 Each SOW will include reasonable details about the Consulting Services, including, at a minimum, the Consulting Fees charged and the Consulting Services provided. Zendesk and Subscriber agree to cooperate in good faith to achieve satisfactory completion of the Consulting Services in a timely and professional manner.

3.2 当事者はコンサルティングサービスが完了するように介入し、促進する代表者を各自指名します（それぞれ「加入者の代表者」、「Zendeskの代表者」）。コンサルティングサービスの一部を実行するためにZendeskにより指名されたサブコントラクターは（以下に定義）、コンサルティングサービスの実行に関するあらゆる事案に対して、加入者とZendeskに介入する代表者を指名します（「サブコントラクターの代表者」）。

3.3 Zendeskは資格のある社員および／またはZendeskの非社員契約者を通してコンサルティングサービスを行います（「サブコントラクター」およびこれらの補足条項の目的に関するZendeskの社員と合わせて「コンサルティングサービス要員」）。加入者は、Zendeskの負担なしに、タイムリーで十分な支援、Zendeskにより合理的にリクエストされたその他のリソースを提供することに同意し、コンサルティングサービスを実行できるようにします（総称して「支援」）。Zendeskまたはサブコントラクターは、加入者の行動または怠慢の結果生じている限り、コンサルティングサービスの実行における不具合に対して一切責任を負いません。例えば、加入者がここで求められた支援の提供を怠ったことを含みますが、これに限定されません。

3.4 コンサルティングサービスの実行において、Zendeskはかかるリソースを提供し、コンサルティングサービスまたはその一部を実行するために必要とみなされるコンサルティングサービス要員を使用します。加入者は、Zendeskに対して反対を明確に述べることにより、Zendeskが選んだサブコントラクターに反対することができます。この場合、当事者はかかるコンサルティングサービスを実行するために他のサブコントラクターを任命するよう善意を持って協力します。Zendeskがすべてのコンサルティングサービス要員によるコンサルティングサービスの実行に対する責任を担う場合は、通常のビジネスの成り行きでコンサルティングサービス要員を変更する場合があります。

3.5 Zendeskはコンサルティングサービスの完了に必要なすべての作業を実行する手段や方法を管理します。これにはコンサルティングサービスを実行する要員の監督や管理が含まれますが、これらに限定されません。Zendeskは資格あるコンサルティングサービス要員の人数、適切な設備、その他のリソースを十分に維持し、条件に沿って本契約の下Zendeskの義務を実行できるようにします。

3.6 加入者の承諾があれば、Zendeskはコンサルティングサービスを提供するのに必要な場合、加入者のアカウントへ入ることができます。

3.7 In the event that Subscriber seeks to change the scope of Consulting Services to be provided under any SOW (including but not limited to any changes to the project schedule described in the SOW), Subscriber shall discuss such proposed changes with Zendesk. If Zendesk elects to perform such changes to the Consulting Services, the Parties shall work together in good faith to execute a Change Order. Zendesk shall be entitled to an adjustment in Consulting Fees pursuant to the changes reflected in the Change Order. Zendesk shall not be obligated to perform any differing or additional Consulting Services unless the Parties have mutually agreed upon a written Change Order.

3.8 For SOWs that are deliverable/milestone based, upon delivery of all deliverables or completion of all milestones detailed in the SOW, Zendesk shall provide Subscriber with written notice (“Completion Notice”). Thereafter, Subscriber shall have five (5) days after the date of the Completion Notice to provide Zendesk with written notice describing any deliverables that have not been provided or milestones not met. The SOW shall be deemed complete absent Subscriber’s timely written notice of any deliverables or milestones not having been met. For the avoidance of doubt, a Completion Notice shall not be necessary for SOWs that are time and materials based.

4.コンサルティング料、支払条件。

4.1 Subscriber will pay Zendesk the fees to provide the Consulting Services as detailed or described in an Order Form or SOW (the “Consulting Fees”). Unless agreed upon otherwise in the applicable SOW or Order Form, Zendesk shall invoice Subscriber for the Services provided on a monthly basis. All Consulting Fees are due and payable upon date of invoice, except for Consulting Fees that Subscriber disputes in good faith for reasons articulated in writing by Subscriber within thirty (30) days after receiving such invoice.

4.2 すべてのコンサルティングサービスは、適用SOWで示される通り、時間・マテリアルベースまたは固定手数料ベースで提供されます。時間・マテリアルベースのコンサルティング料を示したSOWには、コンサルティングサービスの実行に必要な時間およびマテリアルの詳細な見積書が含まれます（「T&M見積」という）。Zendeskは商業的に合理的な努力をし、かかるT&M見積書内で、当事者が同意した最大時間数を超えない範囲で、コンサルティングサービスを提供します。Zendeskは妥当な努力を行い、実質的にT&M見積書を超過する可能性が生じた時は速やかに加入者に通知します。T&M見積書の修正の受領後、加入者はT&M修正見積書を審査し、受諾または却下します。加入者がT&M修正見積書を受け取ってから五（5）日以内に却下しない限り、かかるT&M修正見積書は加入者により受諾されたとみなされ、加入者はかかるT&M修正見積書により納品されたコンサルティングサービスに関連したコンサルティング料全額を支払う責任があるものとします。加入者により受諾された若しくは受諾したとみなされるT&M修正見積書は、変更指示書とみなされます。

4.3 The performance of Consulting Services may be subject to a retainer to be paid in advance by Subscriber upon execution and delivery of the SOW. Such retainer will be applied against Consulting Fees which become payable by Subscriber . Zendesk may refuse to perform Consulting Services unless and until such retainer is paid to Zendesk.

4.4 In addition to any and all Consulting Fees, Subscriber will reimburse Zendesk for any reasonable expenses for travel, lodging, communications, shipping charges and out-of-pocket expenses, including change fees to travel and accommodations resulting from Subscriber’s request,. incurred by Zendesk in connection with providing the Consulting Services (“Expenses”). Zendesk will provide reasonable documentation for all Expenses as requested by Subscriber. Subscriber shall reimburse Zendesk for Expenses within thirty (30) days of submission of the Expenses to Subscriber by Zendesk.

4.5 Any unpaid Consulting Fees or Expenses will become overdue thirty (30) days after payment is due and shall be subject to a late fee of one and one and a half percent (1.5%) per month for each month where payment is not received.

4.6 Cancellation/Changes: Any cancellations/changes less than five (5) days prior to agreed services commencement date are subject to forfeiture of Consulting Fees paid and reserved date(s).

5.当事者の関係性。Zendeskは独立した契約者であり、コンサルティングサービスを提供するコンサルティングサービス要員、手段、運用に対して完全なコントロールおよび責任を維持します。Zendeskはいかなる場合にも、政府当局への報告を含め、購読者のエージェント、子会社、関係会社として自身を差し出すことはありません。本契約は当事者間に提携、合併、信託、仲介関係を形成するものではなく、いずれの当事者も一方の当事者の表明、行動、怠慢に対して責任を負わず、一方の当事者を拘束する権利を持ちません。購読者がZendeskに支払ったコンサルティング料、経費、その他の金額は、年金または所得税目的での給与とはみなされず、Zendeskまたはコンサルティングサービス要員は、法律により求められる以外は、有給休暇（病欠も含む）などのいかなる付加給付または購読者の追加給付を受ける権利はありません。購読者は法律により求められる以外は、コンサルティングサービスに支払ったコンサルティング料または経費から、税金、失業手当、社会保障、その他の経費を控除または源泉する責任はないものとします。

6. Warranties

6.1Zendeskは次のことを表明し保証します。

1. 本契約に基づいて提供されたコンサルティングサービスは、一般的に受け入れられた業界標準に沿って、タイムリー且つプロフェッショナルな態度でZendeskおよびそのコンサルティングサービス要員により実行されます。保証の不履行に対する購読者の単独および唯一の救済策は、Zendeskの選択に基づいて、コンサルティングサービスの再実行、適用SOWの終了、コンサルティングサービスの非適合部分に対して購読者がZendeskに支払ったコンサルティング料の部分の返金です。
2. それは、本契約の実行に一致しない、またはわかっている限り、コンサルティングサービスの実行を妨げる、非契約上またはその他の制限または義務の下にあります。

6.2当事者は次のことに同意します。

EXCEPT AS SPECIFICALLY SET FORTH IN SECTION 6.1 ABOVE, CUSTOM APPLICATIONS THAT RESIDE WITHIN THE ZENDESK SERVICE FRAMEWORK; HELP CENTER CUSTOMIZATIONS; INTEGRATIONS; AND PROGRAMMING SCRIPTS, THAT ARE IDENTIFIED AND BEING DELIVERED UNDER A SOW (COLLECTIVELY, “CUSTOMIZED DELIVERABLE”) ARE PROVIDED TO SUBSCRIBER “AS IS” AND ZENDESK MAKES NO WARRANTIES, EXPRESS OR IMPLIED, OR ANY REPRESENTATIONS TO SUBSCRIBER OR ANY THIRD PARTY REGARDING THE USABILITY, CONDITION, OPERATION OR FITNESS OF THE CUSTOMIZED DELIVERABLE. ZENDESK SHALL NOT BE RESPONSIBLE, AT LAW OR OTHERWISE, FOR ANY CUSTOMIZED DELIVERABLE DESPITE ANY OTHER WARRANTIES OR GUARANTEES, IN THE EVENT THAT SUBSCRIBER MODIFIES ANY CUSTOMIZED DELIVERABLE IN A MANNER NOT INSTRUCTED BY ZENDESK. ZENDESK DOES NOT WARRANT THAT SUBSCRIBER’S OR ANY THIRD PARTY’S ACCESS TO OR USE OF THE CUSTOMIZED DELIVERABLE SHALL BE UNINTERRUPTED OR ERROR-FREE, OR THAT IT WILL MEET ANY PARTICULAR CRITERIA OF PERFORMANCE OR QUALITY. ZENDESK EXPRESSLY DISCLAIMS ALL WARRANTIES REGARDING CUSTOMIZED DELIVERABLE, INCLUDING, WITHOUT LIMITATION THE IMPLIED WARRANTIES OF MERCHANTABILITY, TITLE, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, COMPATIBILITY, SECURITY OR ACCURACY. FURTHER, ZENDESK EXPRESSLY DISCLAIMS ANY RESPONSIBILITY TO SUPPORT OR MAINTAIN CUSTOMIZED DELIVERABLE AND WILL NOT DO SO UNLESS OTHERWISE AGREED BY THE PARTIES. THIS DISCLAIMER OF WARRANTY AND LIABILITY IS EXPRESSLY MADE IN ADDITION TO ANY DISCLAIMERS MADE BY ZENDESK OR ITS AFFILIATES UNDER THE AGREEMENT WITH RESPECT TO THE SERVICES AS APPLICABLE TO SUBSCRIBER AND ANY THIRD PARTY’S USE OF THE SERVICES.

7.成果物に対する権利、所有権。

7.1 SOWに基づいて完了する特定のコンサルティングサービスは、既存の技術、開発技術、包括的コンポーネント（以下に定義）を使って、加入者のサービス加入の設定および加入者データを1つ以上のサービスに組み込むことに主に関係します。SOWで明白に特定されていない限り、本契約に基づいて提供されたコンサルティングサービスに関して提供された成果物は、本契約の下「賃借用に作成された作品」です。かかる成果物が貸し出し用に作成された作品である場合、加入者はZendeskにすべての権利、権限、利益を割り当て、またはかかる割り当てが許可されない場合、Zendeskに永続的で、取消不可能で、独占的で、世界的で、支払済で、再許諾可能で（マルチ層を介して）、譲渡可能な使用許諾をかかる成果物に付与します。加えて、Zendeskは永続的で、取消不能で、非独占的で、世界的で、支払済で、再許諾可能で（マルチ層を介して）、譲渡可能な使用許諾を有し、既存技術、開発技術、包括的コンポーネント、またはZendeskが加入者から受け取る提案、拡張要求、推奨事項を利用します。

7.2 Without limiting the foregoing, Zendesk and its licensors reserve and retain ownership to all Preexisting Technology, Developed Technology and Generic Components (each as defined below), and Zendesk hereby grants to Subscriber a non-exclusive, fully-paid, limited license to use Preexisting Technology, Developed Technology and Generic Components solely in connection with Subscriber’s use of the Service(s). “Preexisting Technology” means all of Zendesk’s inventions (including those of Zendesk’s Affiliates) (whether or not patentable), works of authorship, designs, know-how, ideas, concepts, information and tools in existence prior to the commencement of the Consulting Services. “Developed Technology” means ideas (whether or not patentable) know-how, technical data, techniques, concepts, information or tools, and all associated Intellectual Property Rights thereto developed by Zendesk and its Affiliates or their Consulting Services Personnel in connection with providing Consulting Services pursuant to the Agreement that derive from, improve, enhance or modify Zendesk’s Pre-existing Technology. “Generic Components” means all inventions (whether or not patentable), works of authorship, designs, know-how, ideas, information and tools, including without limitation software and programming tools developed by Zendesk and its Affiliates or their Consulting Services Personnel in connection with providing Consulting Services generally to support Zendesk’s product and/or service offerings (including, without limitation the Services) and which can be so used without use of Subscriber’s Confidential Information.