Definitions

• App: An area in the Zendesk Support sidebar, toolbar, navbar or comment editor that allows the agent to interact with external data, Zendesk data or that adds additional functionality to the Agent Workspace.
• Integration: A serverless script or cron job that runs outside of the Zendesk instance to automate certain processes or handles and transforms data between Zendesk and an external source.

Licensing and Services

We offer the following services:

1. Support for our Marketplace Apps via support@premiumplus.io or the Widget on our website
2. Custom Development - Tweaked or Custom Help Center themes to match your branding
3. SLA - Ongoing support for your Custom App or Integration.

Premium Plus has two types of Apps and Integrations:

1. Marketplace Apps
2. Private Apps

Services

Marketplace Support

We offer Support for Marketplace Apps. This support is limited to explaining the app functionality and escalating bugs to the Development team so they can deploy fixes across all customers.

Custom Development

Our Development team can create custom apps and integrations to integrate Zendesk with your internal tooling. Our services include (but are not limited to):

• Show Profile information
• Show order information
• Show external assets (IT, HR, Facility)
• Escalation to external platforms or partners
• Automate ticket flow
• Sync data between Zendesk and External platforms.
• …

Marketplace Apps

Marketplace Apps are purchased via the Zendesk Marketplace and are offered as is.
Premium Plus retains ownership of the application, its code and concept.

We can make changes to the app at any time and are allowed to remove the app from the Marketplace without prior notice.

We are not responsible for any data loss or unexpected behaviour due to (mis)usage of the app.

Updates and Support

• Bugs can be reported via support@premiumplus.io and will be fixed via a Marketplace app update. Marketplace apps get updates automatically via the built-in Zendesk functionality.
• As mentioned above, we offer no free support on custom creating custom behavior on top of the apps. Customers can use our Development Services to get paid support and guidance.

Multi-brand License

Apps are licensed to a single Zendesk environment.

Custom App or Integration

If a custom app or integration is required and isn’t available on the Marketplace, it can be created by Premium Plus for the customer.

All functionality has to be signed off by the customer before we start the development..

Premium Plus remains the owner of the custom design and code of the app or integration. The customer is a licensee of the code for one Zendesk instance. Naturally, the customer retains ownership of their data, API and related assets.

If the application is developed against an existing commercially or open sourced available API that is not owned or developed by the customer, Premium Plus can sell the application on the Zendesk Marketplace.

Naturally, all references to the original customer will be removed from the source code and the app will be developed as a separate repository.

Multi Brand Licenses

Our apps are licensed for one Zendesk environment. All other license rights listed above remain the same.
If the customer wishes to use the app across multiple instances, a full license needs to be purchased for each environment.

Deliverable

Premium Plus provides its apps according to Zendesk best practices.

During development, we offer 2 review phases and a final validation phase to validate the functionality of the app. The review phases are narrowing meaning we fine-tune but never backtrack on decisions.

After delivery, we include a one week post care phase to fix bugs within the original scope of the validated product.

Future changes, bugs and feature requests can be made by the customer but are considered new projects.