Prerequisites

Premium Plus develops custom Apps & Integrations on top of Zendesk for its customers.

This code makes use of the included APIs in the Zendesk Sunshine platform and integrates with Zendesk via the Zendesk App Toolkit (ZAT) or the Zendesk Integration Services (ZIS).

All our custom development projects include ~3 review rounds with final approval, and a postcare period to catch any hidden bugs or issues.

After the development phase and post care has passed we consider the code as working and finalised.

However, even though the app works today, this does not mean it doesn’t require maintenance. For this reason we offer an Apps & Integrations SLA to maintain your app.

General

The Apps & Integrations SLA is an all-included offering that takes care of all the costs involved in maintaining the AS-IS for an app or integration.

What’s included

• Maintenance due to Zendesk updates
• Security updates
• Monitoring uptime
• Data Storage and hosting
• Scripting and automations

SLA duration

The SLA is signed off for a period of 12 months and automatically renews unless canceled 30 days in advance.

Canceling the SLA does not stop your code from functioning or remove the app from your Zendesk instance.

It does however cancel any scheduled tasks and any hosted data that may be required to keep the app running.

Zendesk Updates

Zendesk is a SAAS platform meaning its codebase is continuously improving.

If we are notified of any breaking changes in their platform that impact the functionality of your app, we will update your application so its approved functionality keeps working.

This includes:

• Changes in Zendesk Sunshine and the Zendesk API
• Changes in the Zendesk ZAT services
• Changes in the Zendesk ZIS services

Examples in scope:

• The app makes use of /api/v2/help_center/articles/search which will move to /api/v2/guide/search
• The Agent Workspace now allows for Flexible apps
• The way pop-up windows from the navbar are invoked changed.

Examples of what’s not in scope:

• You wish to change the way the app works
  (e.g. add a button to edit an order)
• You wish to change the way the app looks
  (e.g. change the title of a field or change image size)
• The app breaking due to core functionality in Zendesk Platform being removed (e.g. deprecation of Social Messaging, or removal of Zendesk Connect)

Security

All our apps make use of the internal Proxy from Zendesk to secure connections from/to your external APIs and to prevent client side lookup of API tokens.

if we run a middleware between Zendesk and your API endpoints, our services are protected with a unique token per Zendesk instance and SSL HTTPS connections.

Tokens

If your IT team requires a token renewal or change, we will update these as part of the SLA.

After all, security is important and shouldn’t be optional.

[We limit the token renewals to 1 renewal every 6 months]

SSL and Certificates

When Zendesk requires a change in their security measures (e.g. a certificate change, or CORS headers) we do these updates automatically as part of the SLA

Monitor Uptime

If allowed by your privacy policy and optional NDA we can monitor your service for any API errors or downtime. This will allow us to actively resolve any issues without awaiting Support tickets from your team.

Data Storage and Hosting

Zendesk Sunshine includes Custom Objects to store custom data within your Zendesk instance.

If your Zendesk license does not include Custom Objects, or if the requirements of your app do not fit that solution, we can also decide to host your data in a secure environment within our Cloudflare environment via their KV, Durable Objects or R2 solutions.

The cost of this data hosting solution is included in the SLA so we do not require a separate recurring cost for this item on our invoices.

Limits

Data storage is included in our SLA with the following limits. If higher limits are needed we’ll offer a custom solution

Examples

• Store a list of assets
• Store a list of locations (stores, offices,...)
• Store a list of orders

Scripting and automations

We offer scripts and automations that handle the interaction between Zendesk and your third party services, or automate part of your Zendesk Setup.

The required scripts and server time (Serverless functions or Cron triggers) are included in the price of the SLA.

Limits

The Workers are scaled to the needs of your instance upon creation, but do have the following limits to allow automated scaling with the growth of your Zendesk instance.

If you need higher limits we can always offer custom solutions.

Examples

• Run a nightly import of users
• Export solved tickets to PowerBI
• Update ticket fields with data from your Order System
• Link Zendesk tickets to Jira or another ticketing system