Terms of Use

3.1 License

Subject to these Terms and payment of applicable Fees, IBAM grants Customer a limited, non-exclusive, non-transferable, non-sublicensable license to use the Application for Customer's internal business purposes during the subscription term (if any).

3.2 Authorized Users

Customer may allow its Agents and authorized personnel to use the Application, and is responsible for their compliance with these Terms.

3.3 Restrictions

You must not (and must not allow any third party to):

• (a) copy, rent, lease, sell, sublicense, assign, distribute, or otherwise transfer the Application except as expressly permitted;
• (b) reverse engineer, decompile, disassemble, or attempt to discover source code or underlying ideas (except to the extent mandatory law permits);
• (c) create a competing product or service that is substantially similar to the Application based on access to the Application;
• (d) remove or alter any proprietary notices;
• (e) interfere with or disrupt the security or integrity of the Application or Zendesk Services.

3.4 Updates

We may provide updates, bug fixes, or new versions. Updates may be automatic or require reinstallation depending on Zendesk and the Application architecture.

4.1

You must not use the Application:

• (a) in violation of law or third-party rights;
• (b) to transmit malware, spam, or abusive content;
• (c) to probe, scan, or test the vulnerability of systems or bypass access controls;
• (d) in a way that materially overloads or degrades the Application, Zendesk Services, or related infrastructure.

4.2 Suspension

We may suspend access immediately if we reasonably believe the Application is being misused, poses security risk, violates law, or causes material harm. We will use reasonable efforts to restore access once the issue is resolved.

5.1 Support channel

Support is provided via info@ibamsolutions.com (or as stated in the Marketplace listing).

5.2 Scope

Support covers reasonable efforts to diagnose and resolve issues with the Application. Zendesk Services issues are handled by Zendesk.

5.3 No SLA unless stated

Unless explicitly stated in a separate written agreement, no specific uptime or response times are guaranteed.

6.1 Fees

Fees (and billing frequency) are as displayed at purchase or in the Marketplace listing. Fees are non-cancelable and non-refundable except as expressly stated in these Terms, required by law, or required by Marketplace processes.

6.2 Marketplace billing / payment processor

If purchased via Zendesk Marketplace, payments and tax calculation/collection may be handled through Zendesk's Marketplace tooling and an associated payment processor. Taxes may be calculated/collected by the platform based on your location and tax status.

6.3 Taxes

Fees are exclusive of taxes unless stated otherwise. Customer is responsible for all applicable taxes, duties, and governmental charges, except where collected by the Marketplace/payment processor.

6.4 Refunds

If the Application is purchased via Zendesk Marketplace, refunds may be processed in accordance with Marketplace requirements and the relevant payment processor flows. IBAM may issue refunds where required by law or where we agree in writing. If Zendesk initiates a refund under its Marketplace/developer terms, Customer acknowledges that such refund may affect amounts payable to IBAM.

6.5 Non-payment

If payment fails or is reversed, we may suspend or terminate access until amounts due are paid.

7.1 Roles

To the extent IBAM processes Personal Data within Customer Data on Customer's behalf, IBAM acts as a processor and Customer as controller, as described in the DPA.

7.2 Use of Customer Data

We will access and process Customer Data only to:

• (a) provide and operate the Application as configured by Customer;
• (b) provide support and troubleshoot;
• (c) maintain security, prevent fraud/abuse, and improve reliability; and
• (d) comply with legal obligations.

7.3 Data minimization

The Application is designed to access only the Zendesk objects/fields required for its functionality and permissions granted by Customer in Zendesk. Some functionality may require reading and/or writing ticket fields, comments, user/org data, or metadata—only as needed for the specific feature.

7.4 Retention and deletion

• (a) We retain Customer Data only for as long as necessary for the purposes in 7.2, unless longer retention is required by law.
• (b) Upon termination, we will delete or de-identify Customer Data within a reasonable time, subject to backup cycles and legal requirements.
• (c) Customer may request deletion/export as described in the DPA/Privacy Policy.

7.5 Security

We implement reasonable technical and organizational measures to protect Customer Data. No method of transmission or storage is 100% secure.

7.6 Privacy Policy and DPA

Further details are in the Privacy Policy and DPA, which are incorporated into these Terms by reference.

7.7 Data Processing Addendum

The DPA forms part of the agreement between Customer and IBAM and applies whenever IBAM processes Personal Data on Customer's behalf. By accepting these Terms or using the Service, Customer also accepts the DPA. The person accepting on Customer's behalf confirms that they have authority to bind Customer's organisation.

8.1

Each party may receive the other party's Confidential Information. The receiving party will:

• (a) use it only to perform under these Terms; and
• (b) protect it with at least the same care it uses to protect its own confidential information (no less than reasonable care).

8.2

Confidentiality obligations do not apply to information that:

• (a) is publicly available without breach;
• (b) was lawfully known before disclosure;
• (c) is independently developed; or
• (d) must be disclosed by law/court order (with notice where permitted).

9.1 IBAM IP

IBAM retains all rights, title, and interest in and to the Application, Documentation, and related intellectual property. No rights are granted except as expressly stated.

9.2 Customer Data

Customer retains all rights in Customer Data. IBAM does not claim ownership of Customer Data or Personal Data.

9.3 Feedback

If you provide feedback or suggestions, IBAM may use them without restriction or obligation.

10.1

The Application interoperates with Zendesk Services and may rely on third-party services (e.g., hosting, logging, analytics). IBAM is not responsible for third-party services and does not control Zendesk functionality, availability, or changes.

10.2

Changes in Zendesk APIs, permissions, rate limits, or platform policies may affect the Application. We will use reasonable efforts to maintain compatibility, but do not guarantee uninterrupted operation due to third-party changes.

11.1

The Application is provided "as is" and "as available". To the maximum extent permitted by law, IBAM disclaims all warranties, express or implied, including merchantability, fitness for a particular purpose, and non-infringement.

11.2

IBAM does not warrant that the Application will be uninterrupted, error-free, or fully compatible with all Zendesk configurations, apps, or customizations.

12.1

To the maximum extent permitted by law, IBAM will not be liable for indirect, incidental, special, consequential, or punitive damages, or loss of profits, revenue, goodwill, or data, even if advised of the possibility.

12.2

IBAM's total aggregate liability arising out of or relating to the Application or these Terms will not exceed the Fees paid by Customer for the Application in the 12 months immediately preceding the event giving rise to the claim.

12.3

Nothing in these Terms limits liability that cannot be limited under applicable law.

13.1 By Customer

Customer will indemnify and hold IBAM harmless from claims arising from:

• (a) Customer Data or Customer's use of the Application in violation of law or these Terms; or
• (b) allegations that Customer Data infringes third-party rights.

13.2

IBAM will (i) promptly notify Customer of the claim, (ii) allow Customer to control the defense/settlement, and (iii) provide reasonable cooperation at Customer's expense.

14.1 Term

These Terms apply from the first install/access and continue until terminated.

14.2 Termination by Customer

Customer may terminate by uninstalling the Application and, where applicable, cancelling the subscription through the Marketplace or purchase channel.

14.3 Termination by IBAM

• (a) For cause: We may terminate immediately if Customer materially breaches these Terms (including non-payment) and fails to cure within a reasonable period (or immediately where cure is not possible).
• (b) For convenience / discontinuation: We may discontinue the Application or a feature with reasonable notice where practicable.

14.4 Effect of termination

Upon termination, the license ends and Customer must stop using the Application. Data handling will follow Section 7 and the DPA.

15.1

We may update these Terms from time to time. If changes are material, we will provide reasonable notice (e.g., email or notice on our website). Continued use after the effective date constitutes acceptance.

16.1

These Terms are governed by the laws of Sweden, and the courts of Sweden have exclusive jurisdiction, unless mandatory law provides otherwise.

17.1 Entire agreement

These Terms, together with the Privacy Policy and DPA, constitute the entire agreement regarding the Application and supersede prior discussions.

17.2 Severability

If any provision is invalid, the remainder remains effective.

17.3 Assignment

Customer may not assign these Terms without IBAM's prior written consent. IBAM may assign in connection with a merger, acquisition, or sale of assets.

17.4 Notices

Notices may be provided by email to the address associated with the Customer's subscription or installation.