Zendesk Master Services Agreement

As a business owner or manager, you are always looking for ways to improve customer satisfaction and streamline your operations. One way to do this is by implementing a customer service software like Zendesk. However, before you do so, it is important to understand the Zendesk Master Services Agreement.

What is Zendesk?

Zendesk is a cloud-based customer service software that allows businesses to manage customer interactions across channels like email, social media, phone, and chat. It offers a range of features like ticketing, collaboration tools, analytics, and integrations with other business applications.

What is the Master Services Agreement?

The Master Services Agreement (MSA) is a legal document that outlines the terms and conditions of using Zendesk. It covers aspects like payment terms, service level agreements, data privacy, and intellectual property rights. It is a binding agreement between Zendesk and the customer.

Why is the MSA important?

The MSA is important for several reasons. Firstly, it sets clear expectations between Zendesk and the customer. It defines the scope of services provided, the fees charged, and the responsibilities of both parties. This minimizes misunderstandings and disagreements in the future.

Secondly, the MSA protects the customer`s data and intellectual property. It ensures that data stored on Zendesk is secure and not shared with unauthorized parties. It also clarifies who owns the intellectual property created during the use of Zendesk.

Thirdly, the MSA ensures that Zendesk delivers a high level of service. It outlines the service level agreements (SLAs) that Zendesk must adhere to, like response times and uptime guarantees. This gives customers the assurance that they will receive a reliable and responsive service.

Lastly, the MSA provides a framework for dispute resolution. If there are any issues or conflicts between Zendesk and the customer, the MSA provides a process for resolving them in a fair and timely manner.


In conclusion, the Zendesk Master Services Agreement is a crucial document for both Zendesk and its customers. It sets clear expectations, protects data and intellectual property, ensures a high level of service, and provides a framework for dispute resolution. Before using Zendesk, it is important to carefully review and understand the terms of the MSA to ensure a successful and beneficial partnership.