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Terms of Service

Effective date: April 14, 2026  ·  Last updated: April 14, 2026

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These Terms of Service ("Terms") govern your access to and use of the ServeTech application ("Service"), a Zendesk Marketplace application developed and operated by Jeff Allred, doing business as ServeTech ("ServeTech," "we," "us," or "our"). By installing or using the Service, you ("Customer," "you," or "your") agree to be bound by these Terms.
 

1. Description of Service

ServeTech is a Zendesk Marketplace application that connects to your Zendesk Support account via OAuth 2.0, analyzes your ticket data and agent performance history, calculates statistical skill scores using the Glicko-2 ranking algorithm, and writes skill tags to Zendesk's Routing Attributes API. The Service is designed to automate agent skill tagging for skills-based ticket routing.


2. Account and Authorization

To use the Service, you must have an active Zendesk Support account with Skills-Based Routing enabled. By installing the Service and completing OAuth authorization, you grant ServeTech permission to access the following Zendesk data on your behalf:

  • Ticket metadata (ticket ID, subject category, creation date, resolution date, satisfaction ratings)

  • Agent profile information (agent ID, name, group membership)

  • Routing Attributes and Skills configured in your Zendesk account

  • You represent that you are authorized to grant these permissions on behalf of your organization and that your use of the Service complies with all applicable Zendesk terms and policies.


3. Subscription and Payment

The Service is offered on a subscription basis at $10.00 USD per active agent per month. "Active agent" means any Zendesk Support agent whose ticket data is included in scoring calculations during the billing period. Billing is processed monthly through the Zendesk Marketplace billing system. All fees are non-refundable except as required by applicable law or as explicitly stated herein. We reserve the right to change pricing with at least 30 days' written notice.


4. Free model

We may offer a limited free model with limited features. Free model may be modified or discontinued at any time without notice.

5. Acceptable Use

You agree not to:

  • Use the Service for any unlawful purpose or in violation of any applicable law or regulation

  • Attempt to reverse engineer, decompile, or extract the source code of the Service

  • Use the Service to process data belonging to third parties without proper authorization

  • Interfere with or disrupt the integrity or performance of the Service or its underlying infrastructure

  • Resell, sublicense, or otherwise transfer access to the Service to third parties


6. Data Ownership

You retain full ownership of all data in your Zendesk account, including ticket data, agent data, and any skill tags written by the Service. ServeTech does not claim any ownership rights over your data. Derived outputs — including agent scores, rankings, and tag assignments — are generated from your data and remain yours.


7. Service Availability

We strive to provide a reliable Service but do not guarantee uninterrupted availability. The Service is provided "as is" and "as available." We reserve the right to perform maintenance, updates, or modifications that may temporarily affect availability. We will make reasonable efforts to notify you in advance of planned downtime.


8. Pinned Tags and Manual Overrides

The Service allows administrators to pin skill tags to specific agents, preventing the algorithm from overwriting those tags. You acknowledge that the accuracy of automatically generated skill tags depends on the quality and volume of historical ticket data and that pinned overrides are entirely your responsibility.


9. Intellectual Property

The Service, including its software, algorithms, design, and documentation, is the intellectual property of ServeTech LLC and is protected by applicable copyright, trade secret, and other intellectual property laws. These Terms do not grant you any rights in the Service other than the limited right to use it as described herein.


10. Disclaimer of Warranties

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE SERVICE IS PROVIDED WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, ACCURACY OF RESULTS, OR NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICE WILL BE ERROR-FREE OR THAT SKILL TAG ASSIGNMENTS WILL BE FREE FROM INACCURACIES.
 

11. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, SERVETECH'S TOTAL LIABILITY ARISING OUT OF OR IN CONNECTION WITH THESE TERMS OR THE SERVICE SHALL NOT EXCEED THE AMOUNTS PAID BY YOU IN THE TWELVE (12) MONTHS PRECEDING THE CLAIM. IN NO EVENT SHALL SERVETECH BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOSS OF PROFITS OR DATA.


12. Indemnification

You agree to indemnify and hold harmless ServeTech and its officers, agents, and employees from any claims, damages, liabilities, or expenses (including reasonable attorneys' fees) arising from your use of the Service, your violation of these Terms, or your violation of any applicable law or third-party rights.


13. Termination

Either party may terminate these Terms at any time. You may cancel your subscription through the Zendesk Marketplace. Upon termination, your access to the Service will end and we will delete your stored data in accordance with our data retention policy described in our Privacy Policy. We reserve the right to suspend or terminate your access immediately if you violate these Terms.


14. Governing Law

These Terms shall be governed by the laws of the State of Utah, United States, without regard to its conflict of law provisions. Any disputes shall be resolved in the state or federal courts located in Utah County, Utah, and you consent to personal jurisdiction in such courts.


15. Changes to Terms

We may update these Terms from time to time. We will notify you of material changes by email or through a notice within the Service. Your continued use of the Service after the effective date of revised Terms constitutes your acceptance of those changes.


16. Contact

For questions about these Terms, please contact us at:

Jeff Allred — ServeTech LLC
Email: contact@servetech-solutions.com
Phone: 801-800-0297
Website: www.servetech-solutions.com

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