1. Acceptance of Terms
By purchasing, installing, or using NexuDesk AI Summary ("the Service"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, do not use the Service.
These Terms constitute a legally binding agreement between you ("User", "you", or "your") and NexuDesk ("we", "us", or "our").
2. Service Description
NexuDesk AI Summary is a Zendesk app and cloud-backed service that provides:
- AI-powered ticket analysis and summarization for Zendesk tickets
- Draft replies and internal notes for agent review
- Intelligent SOP (Standard Operating Procedure) matching
- Optional Privacy Shield masking for supported PII before AI provider submission
- Custom SOP library management
- Zendesk Support workflow integration features
3. License Grant
3.1 License Types
We offer two license families:
- Indie Plans: Intended for a single Zendesk agent ID within a specific subdomain and bound to one individual user context.
- Team Plans: Intended for multiple agents within the authorized Zendesk subdomain, subject to the applicable plan limits and configuration.
3.2 License Scope
Subject to your compliance with these Terms and payment of applicable fees, we grant you a limited, non-exclusive, non-transferable, revocable license to use the Service for your internal business purposes.
3.3 License Restrictions
You may NOT:
- Share, transfer, or resell your license to third parties
- Reverse engineer, decompile, or disassemble the Service
- Remove or modify any proprietary notices or labels
- Use the Service for illegal or unauthorized purposes
- Attempt to circumvent usage limits or security measures
- Use the Service to process data you do not have rights to
4. Subscription Plans and Billing
4.1 Plan Types
We offer the following plan categories:
- Limited Free Access: eligible workspaces may receive a small daily free usage allowance before paid activation
- Indie Lite: 800 AI summaries per month, billed monthly
- Indie Pro: 2,500 AI summaries per month, billed monthly
- Team Starter: team plan billed monthly
- Team Pro: team plan billed monthly
Current plan details, quotas, and pricing are shown on our Pricing page and may change over time.
4.2 Usage Limits
Each plan includes a specific number of AI analysis credits per month. Important notes:
- Monthly Reset: Monthly plan quota refreshes each billing cycle
- Overage Handling: If you exceed your limit, the Service may stop generating new analysis until the next billing cycle unless additional credits are available
- Upgrade Option: You may upgrade to a higher plan at any time to restore service immediately
- Top-up Credits: Additional credits can be purchased as needed (see section 4.5)
4.3 Billing and Payments
- Subscription fees are billed in advance on a monthly basis
- All fees are in USD unless otherwise stated
- Payments are processed through secure third-party payment processors
- You authorize us to charge your payment method on each billing cycle
- Failed payments may result in service suspension
4.4 Price Changes
We reserve the right to modify pricing with 30 days' notice. Existing subscribers will be grandfathered at their current rate for 6 months after the price change.
4.5 Top-up Credits
Top-up credits are additional AI summary quotas that can be purchased beyond your subscription plan:
- Top-up credits are non-refundable once purchased or activated
- Credits are immediately available upon purchase
- Top-up credits are applied according to the then-current service rules and may require an active paid service state to remain usable
- If your subscription or license is no longer active, access to unused top-up credits may be limited or unavailable
5. Cancellation and Refunds
5.1 Cancellation
You may cancel your subscription at any time. Cancellations take effect at the end of the current billing period. No partial refunds are provided for unused time.
5.2 Refund Policy
We offer a 7-day conditional refund policy for first-time purchases. See our Refund Policy for details.
6. User Responsibilities
6.1 Account Security
You are responsible for:
- Maintaining the confidentiality of your license key and workspace configuration details
- All activities that occur under your account
- Notifying us immediately of any unauthorized use
6.2 Data Accuracy and Review
You are responsible for:
- Ensuring you have rights to process data through the Service
- Reviewing AI-generated summaries for accuracy before use
- Maintaining your own backups of critical data
- Compliance with applicable data protection laws
Important: AI-generated content should always be reviewed by a human before being used in customer communications.
6.3 Acceptable Use
You agree NOT to use the Service to:
- Process illegal content or violate any laws or regulations
- Intentionally bypass Privacy Shield or other PII masking controls
- Infringe on intellectual property rights
- Transmit malware or harmful code
- Harass, abuse, or harm others
- Interfere with or disrupt the Service
- Attempt to gain unauthorized access to systems
7. Data and Privacy
Our collection and use of personal information is governed by our Privacy Policy. By using the Service, you consent to such collection and use.
Key privacy features:
- Transient NexuDesk processing of ticket content to provide the service
- Optional PII masking before AI provider submission
- No long-term storage of raw ticket content on NexuDesk servers
- GDPR and data protection compliance
8. Intellectual Property
8.1 Our IP
The Service, including all software, algorithms, designs, and content, is owned by NexuDesk and protected by intellectual property laws. These Terms do not grant you any ownership rights.
8.2 Your Content
You retain ownership of your ticket data and custom SOPs. By using the Service, you grant us a limited license to process this data solely to provide the Service.
8.3 Feedback
Any feedback, suggestions, or ideas you provide become our property and may be used without compensation or attribution.
9. Warranties and Disclaimers
9.1 Service Availability
We strive for 99.9% uptime but do not guarantee uninterrupted service. Scheduled maintenance will be announced in advance when possible.
9.2 AI Accuracy Disclaimer
IMPORTANT: Our service provides AI-generated suggestions and summaries. While we strive for accuracy:
- AI systems may produce errors, inaccuracies, or inappropriate content
- NexuDesk is NOT responsible for the accuracy of summaries or the appropriateness of suggested replies
- Human review is ALWAYS recommended before sending responses to customers
- AI-generated content should be treated as a draft or suggestion, not final output
- You are solely responsible for all communications sent to your customers
By using this Service, you acknowledge that AI technology has inherent limitations and agree to review all AI-generated content before use.
9.3 Disclaimer of Warranties
THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.
10. Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY LAW, NEXUDESK SHALL NOT BE LIABLE FOR:
- Indirect, incidental, special, consequential, or punitive damages
- Loss of profits, revenue, data, or business opportunities
- Service interruptions or data loss
- Errors or inaccuracies in AI-generated content
Our total liability shall not exceed the amount you paid in the 12 months preceding the claim.
11. Indemnification
You agree to indemnify and hold harmless NexuDesk from any claims, damages, or expenses arising from:
- Your use of the Service
- Your violation of these Terms
- Your violation of any laws or third-party rights
- Your data or content processed through the Service
12. Termination
12.1 Termination by You
You may terminate your account at any time by canceling your subscription and ceasing use of the Service.
12.2 Termination by Us
We may suspend or terminate your access immediately if you:
- Violate these Terms
- Fail to pay fees when due
- Engage in fraudulent or abusive behavior
- Pose a security risk to the Service
12.3 Effect of Termination
Upon termination:
- Your license to use the Service ends immediately
- You must cease all use of the Service
- Your hosted SOP library and account data may be deleted in accordance with our retention and account cleanup practices
- No refunds will be provided except as stated in our Refund Policy
13. Changes to Terms
We may modify these Terms at any time. Material changes will be communicated via email at least 30 days in advance. Continued use after changes constitutes acceptance.
14. Third-Party Services
The Service integrates with Zendesk and may use OpenAI-compatible AI processing providers and third-party payment processors. Your use of those third-party services is subject to their respective terms and policies. We are not responsible for third-party services.
15. Governing Law
These Terms are governed by the laws of the jurisdiction where NexuDesk is registered, without regard to conflict of law principles.
16. Dispute Resolution
Any disputes arising from these Terms or the Service shall be resolved through binding arbitration, except where prohibited by law.
17. Miscellaneous
17.1 Entire Agreement
These Terms, together with our Privacy Policy and Refund Policy, constitute the entire agreement between you and NexuDesk.
17.2 Severability
If any provision is found unenforceable, the remaining provisions remain in full effect.
17.3 No Waiver
Our failure to enforce any right or provision does not constitute a waiver of that right or provision.
19. Disclaimer
NexuDesk AI Summary is not affiliated with, sponsored by, or endorsed by Zendesk, Inc. or OpenAI. Zendesk is a trademark of Zendesk, Inc.