Terms & Conditions
These terms apply to Escalation Guard, a Zendesk app developed by ASA Labs and available through the Zendesk Marketplace.
Use of the app
By installing or using Escalation Guard, you agree to these Terms & Conditions. Escalation Guard is intended for use within Zendesk to help teams standardize escalation workflows, collect required context, create internal notes, and apply routing tags based on admin-configured templates.
Subscriptions & billing
Certain features or usage tiers of Escalation Guard may require a paid subscription through the Zendesk Marketplace. Billing and subscription management are handled through Zendesk and are subject to Zendesk Marketplace policies and terms.
Customer data
Customer and ticket data remain within your Zendesk instance. Escalation Guard is designed to use Zendesk data only as necessary to display configured escalation templates, create internal notes, apply routing tags, validate required fields, and optionally update selected Zendesk ticket fields based on admin-configured mappings.
Admin configuration
You are responsible for the escalation templates, required fields, optional fields, routing tags, field mappings, and workflows configured within your Zendesk instance. ASA Labs is not responsible for routing rules, triggers, automations, views, reporting, or downstream workflows created by your admins using Zendesk.
Internal notes and ticket updates
Escalation Guard may create internal notes on Zendesk tickets using information entered by agents. The app may also apply configured tags and, on supported plans, update selected ticket fields. You are responsible for reviewing your configuration to ensure these updates align with your internal policies, workflows, and compliance requirements.
Acceptable use
You agree not to use Escalation Guard in any way that violates applicable laws, regulations, Zendesk policies, or the rights of others. You are responsible for ensuring that users do not enter prohibited, unlawful, or inappropriate content into escalation templates or internal notes.
Availability & updates
ASA Labs may update, improve, modify, or discontinue portions of the app at any time. While reasonable efforts are made to maintain reliability and availability, uninterrupted service is not guaranteed.
Third-party services
Escalation Guard runs within Zendesk and depends on Zendesk's app framework, permissions, and APIs. Your use of Zendesk and the Zendesk Marketplace remains subject to Zendesk's applicable terms, policies, and service availability.
Limitation of liability
Escalation Guard is provided "as is" without warranties of any kind, express or implied. ASA Labs shall not be liable for indirect, incidental, consequential, special, punitive, or exemplary damages arising from the use or inability to use the app, including issues caused by customer configuration, Zendesk settings, routing rules, automations, triggers, or field mappings.
Changes to these terms
ASA Labs may update these Terms & Conditions from time to time. Continued use of the app after updates constitutes acceptance of the revised terms.
Contact
For questions regarding these terms, contact: hello@asa-labs.com