Terms & Conditions

About ASA Labs

ASA Labs LLC is a New York limited liability company that develops Zendesk applications, support workflow tools, and related operational systems.

In these terms, “ASA Labs,” “we,” “us,” and “our” refer to ASA Labs LLC. “Customer” and “you” refer to the person or organization using the website, an application, or another ASA Labs service.

Services covered by these terms

These terms apply to the ASA Labs website, public documentation, and the following applications:

• Quick Links
• ResolveReady
• Access Monitor
• Escalation Guard
• PII Shield
• Rollout Control

They also apply to previews, trials, updates, and future versions of these services unless separate terms are presented.

Right to use the services

Subject to these terms and any applicable subscription requirements, ASA Labs grants you a limited, non-exclusive, non-transferable, and revocable right to use the services for your organization’s internal business operations.

You may not copy, resell, sublicense, reverse engineer, interfere with, or attempt to gain unauthorized access to an ASA Labs service, except where applicable law expressly permits it.

Customer responsibilities

You are responsible for your Zendesk account, user permissions, administrative access, app configuration, and the workflows created or affected through your use of the services.

You are also responsible for:

• Reviewing settings before enabling them in production
• Ensuring users are authorized to use the application
• Maintaining appropriate internal review and approval processes
• Complying with applicable laws, contracts, and internal policies
• Evaluating whether each application is appropriate for your organization

How the applications work

Quick Links displays administrator-configured links, resources, and destinations within Zendesk. Customers are responsible for the links they configure and the third-party systems those links open.

ResolveReady displays configured ticket readiness requirements and may prevent selected status changes when required steps have not been completed. Its behavior depends on the customer’s Zendesk plan, settings, and workflow configuration.

Access Monitor logs matching ticket views when the application loads and a configured rule matches. It is not a complete record of all Zendesk access and is not a replacement for Zendesk audit logs or compliance-grade access monitoring.

Escalation Guard helps collect escalation context and may create internal notes, add tags, validate required information, or update selected ticket fields based on administrator configuration.

PII Shield uses detection rules and validation logic to help identify and manage potentially sensitive information. No automated system can identify every instance of sensitive information or eliminate all privacy, security, or compliance risk.

Rollout Control helps customers introduce Zendesk workflow changes gradually by assigning eligible tickets to configured rollout groups. It may use Zendesk resources such as triggers, webhooks, custom objects, ticket tags, and application settings.

These applications support customer-managed workflows. ASA Labs does not determine whether a workflow, escalation, rollout, detection, routing decision, or operational result is appropriate for a customer’s business.

OAuth authorization and Zendesk access

Certain services, including Rollout Control, may require a Zendesk administrator to authorize an ASA Labs global OAuth client. The permissions requested by the application are presented during the Zendesk authorization process.

OAuth authorization allows the application to access Zendesk APIs within the approved permissions as needed to operate, secure, support, and troubleshoot the service. It does not provide ASA Labs with the administrator’s Zendesk password.

You are responsible for confirming that the person granting access has appropriate authority. You may revoke the authorization through Zendesk, but doing so may limit or stop application functionality.

Customer data and privacy

Customers retain ownership of their customer data, ticket data, configuration data, and other information processed through the services.

ASA Labs may access or process customer data only as reasonably necessary to provide, secure, maintain, support, or troubleshoot the applicable service, as described in the relevantPrivacy Policy.

You are responsible for ensuring that you have the rights and permissions required to use customer data with the services.

Subscriptions, trials, and billing

Some services or features are free, while others require a paid subscription. Current pricing, plan limits, and trial periods are displayed through the applicable Zendesk Marketplace listing or purchase flow.

Marketplace billing, renewals, upgrades, downgrades, cancellations, and refunds are processed according to the terms and policies presented through Zendesk and any applicable payment provider.

Removing or uninstalling an application does not automatically create a right to a refund. Customers should follow the cancellation process shown through the Marketplace or subscription provider.

Acceptable use

You may not use the services to:

• Violate applicable laws, regulations, or the rights of others
• Gain unauthorized access to Zendesk accounts, systems, or data
• Distribute malicious code or interfere with service operation
• Process information you are not authorized to access or use
• Circumvent plan limits, access controls, or security protections

Third-party services

ASA Labs applications are designed to work with Zendesk and may rely on other hosting, infrastructure, authentication, or payment services. Your use of those services remains subject to their own terms and policies.

ASA Labs is not responsible for third-party outages, API changes, platform restrictions, security practices, or service interruptions outside its reasonable control.

Updates, previews, and availability

ASA Labs may update, improve, replace, suspend, or discontinue features. Reasonable efforts will be made to avoid unnecessary disruption, but uninterrupted availability and compatibility with every future Zendesk change are not guaranteed.

Preview, beta, and testing features may be incomplete, may change before general release, and may be withdrawn. Customers should not rely on preview features for critical production processes unless ASA Labs expressly states otherwise.

Intellectual property

ASA Labs retains all rights to its applications, source code, branding, designs, documentation, product descriptions, and other materials, excluding customer data and third-party materials.

Feedback or suggestions may be used by ASA Labs to improve its products without creating an obligation to compensate or credit the person providing the feedback.

No professional advice

ASA Labs services and documentation do not provide legal, regulatory, employment, privacy, security, financial, or compliance advice. You are responsible for evaluating your organization’s obligations and consulting appropriate advisors when necessary.

Warranty disclaimer

To the maximum extent permitted by law, the services are provided “as is” and “as available.” ASA Labs disclaims all express and implied warranties, including warranties of merchantability, fitness for a particular purpose, non-infringement, accuracy, and uninterrupted availability.

ASA Labs does not guarantee particular operational, reporting, compliance, security, customer experience, or business results.

Limitation of liability

To the maximum extent permitted by law, ASA Labs will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages, or for lost profits, revenue, data, business opportunities, or goodwill arising from the services.

ASA Labs is not responsible for results caused by customer configuration, Zendesk permissions, triggers, automations, routing, ticket updates, field mappings, rollout decisions, detection results, or third-party services.

ASA Labs’ total aggregate liability arising from or related to a service will not exceed the greater of $100 USD or the amount the customer paid for that service during the twelve months immediately before the event giving rise to the claim.

These limitations do not apply to liability that cannot lawfully be excluded or limited.

Suspension and termination

You may stop using a service at any time, subject to any applicable subscription and cancellation requirements.

ASA Labs may suspend or terminate access when reasonably necessary to address a security risk, unlawful activity, material violation of these terms, nonpayment, or harm to the service or other users.

Sections that by their nature should continue after termination, including intellectual property, disclaimers, limitations of liability, and governing law, will remain in effect.

Changes to these terms

ASA Labs may update these terms as its services and legal obligations change. The effective date will be updated on this page.

When reasonably required, ASA Labs will provide notice of material changes through the website, the applicable application, Marketplace listing, or another appropriate channel. Continued use after revised terms take effect constitutes acceptance of those terms.

Governing law

These terms are governed by the laws of the State of New York, without regard to its conflict of law principles.

General terms

If any provision of these terms is found unenforceable, the remaining provisions will remain in effect. A failure to enforce a provision is not a waiver of the right to enforce it later.

These terms, the applicable Privacy Policy, and any purchase terms presented through the Marketplace form the agreement governing the applicable service. Marketplace purchase terms control pricing, billing, and plan details if they conflict with this page.

Contact

Questions about these terms may be sent to:hello@asa-labs.com