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Terms of Service

Last updated: December 2024

These Terms of Service ("Terms") govern your use of Thank You Auto-Solve ("the Service", "the App"), a Zendesk application provided by Ino Studio ("we", "us", or "our").

By installing or using the Service, you agree to be bound by these Terms.

1. Description of Service​

Thank You Auto-Solve is a Zendesk application that automatically detects and resolves "thank you" messages on reopened tickets using AI-powered classification.

2. Eligibility​

To use the Service, you must:

  • Have a valid Zendesk account
  • Be authorized to install apps on your Zendesk instance
  • Accept these Terms on behalf of your organization if applicable

3. Account and Access​

3.1 Zendesk Integration​

The Service integrates with your Zendesk account via OAuth. You authorize us to:

  • Read ticket information for classification purposes
  • Update ticket status and add internal notes
  • Create webhooks and triggers in your Zendesk account

3.2 Security​

You are responsible for:

  • Maintaining the security of your Zendesk account
  • Notifying us of any unauthorized access
  • Ensuring appropriate users have access to the Service

4. Subscription and Payment​

4.1 Pricing​

The Service is offered at $39 USD per month with unlimited usage.

4.2 Billing​

  • Subscriptions are billed monthly in advance
  • Payment is processed through the Zendesk Marketplace
  • Prices may change with 30 days notice

4.3 Free Trial​

New users receive a 14-day free trial with full access to all features.

4.4 Cancellation​

You may cancel your subscription at any time:

  • Access continues until the end of the billing period
  • No refunds for partial months
  • All stored data is deleted upon disconnection

5. Acceptable Use​

You agree NOT to:

  • Reverse engineer or attempt to extract source code
  • Use the Service for illegal purposes
  • Attempt to circumvent usage limits or security measures
  • Resell or sublicense the Service without authorization

6. Intellectual Property​

6.1 Our Rights​

We retain all rights to the Service, including:

  • Software code and algorithms
  • User interface design
  • Documentation and content

6.2 Your Rights​

You retain all rights to your:

  • Ticket content
  • Customer data
  • Zendesk configuration

7. AI and Classification​

7.1 Accuracy​

While we strive for high accuracy, the AI classification is not perfect:

  • We target 95%+ accuracy for thank-you detection
  • Some messages may be incorrectly classified
  • You can manually override any auto-solved ticket

7.2 No Guarantee​

We do not guarantee that all thank-you tickets will be detected or that no false positives will occur.

8. Data Processing​

8.1 Message Content​

Ticket message content is:

  • Sent to OpenAI for classification
  • Processed in real-time and not stored
  • Subject to OpenAI's usage policies

8.2 Privacy​

For details on data handling, see our Privacy Policy.

9. Third-Party Services​

The Service relies on:

  • OpenAI: For message classification
  • Cloudflare: For backend infrastructure
  • Zendesk: For ticketing platform integration

We are not responsible for outages or changes to third-party services.

10. Service Availability​

10.1 Uptime​

We aim for high availability but do not guarantee uninterrupted service.

10.2 Maintenance​

We may perform maintenance that temporarily affects availability. We will provide notice when possible.

11. Limitation of Liability​

TO THE MAXIMUM EXTENT PERMITTED BY LAW:

  • THE SERVICE IS PROVIDED "AS IS" WITHOUT WARRANTIES OF ANY KIND
  • WE ARE NOT LIABLE FOR INDIRECT, INCIDENTAL, OR CONSEQUENTIAL DAMAGES
  • OUR TOTAL LIABILITY IS LIMITED TO THE AMOUNT YOU PAID IN THE PRECEDING 12 MONTHS

12. Indemnification​

You agree to indemnify and hold us harmless from claims arising from:

  • Your use of the Service
  • Violation of these Terms
  • Infringement of third-party rights

13. Modifications​

We may modify these Terms at any time. Continued use after changes constitutes acceptance of new Terms.

14. Termination​

We may terminate your access for:

  • Violation of these Terms
  • Non-payment
  • Illegal activity
  • At our discretion with 30 days notice

15. Governing Law​

These Terms are governed by the laws of Singapore, without regard to conflict of law principles.

16. Dispute Resolution​

Any disputes shall be resolved through binding arbitration in Singapore, except for injunctive relief which may be sought in courts of competent jurisdiction.

17. Severability​

If any provision is found unenforceable, the remaining provisions continue in full force.

18. Entire Agreement​

These Terms, together with the Privacy Policy, constitute the entire agreement between you and us.

19. Contact​

For questions about these Terms:

Email: [email protected]

Thank You Auto-Solve is developed by Ino Studio.