Terms of Service

1. Agreement to these terms

By using nexdesk.ai, signing into the client portal, or installing and using the NexDesk app in Slack or Microsoft Teams, you agree to these terms. If you are agreeing on behalf of a company, you confirm you have the authority to bind it.

If you do not agree, do not use the services.

2. What these terms do and do not cover

These terms govern the software and website. They are not the managed services agreement.

Scope of work, service levels, response times, pricing, term length, and termination rights for managed IT services live in the Master Services Agreement and Statement of Work signed between NexDesk and the client organization. Nothing on this website — including pricing pages, service descriptions, and response-time claims — creates a contractual commitment on its own.

3. Accounts

• ·Portal accounts are provisioned by NexDesk at a client organization's request. You may not create an account for someone else or share credentials.
• ·You are responsible for activity under your account. Tell us promptly if you believe it has been compromised.
• ·Accounts are scoped to a single client organization. Administrator-level accounts can see billing and user data for their organization; standard accounts cannot.
• ·We may suspend an account that shows signs of compromise, or where continued access poses a security risk to other clients.

4. The Slack and Teams applications

Our Slack app and Microsoft Teams app let your team open and track support tickets from inside the chat tool you already use.

Installing the app requires a workspace or tenant administrator's approval. By installing it, that administrator confirms they are authorized to connect the workspace or tenant to a third-party service and that they have made whatever internal disclosures their organization requires.

The app creates tickets from messages, posts replies from our engineers, and sends resolution prompts. In a Teams channel it acts only on messages that @-mention it. In Slack it acts on messages in the channels it has been added to.

Availability of the app depends on Slack and Microsoft, whose platforms we do not control. Outages, API changes, or policy changes on their side may interrupt the integration. During any such interruption, support requests can be sent to our regular support address.

Uninstalling the app stops ticket collection immediately.

5. Acceptable use

You agree not to:

• ·Use the services to store or transmit unlawful, infringing, or malicious content.
• ·Attempt to access another organization's data, or probe, scan, or test the security of our systems without our written permission.
• ·Reverse engineer, decompile, or attempt to extract source code from our software.
• ·Interfere with or place unreasonable load on the services, including through automated scraping of the website.
• ·Resell or provide the services to a third party without our agreement.

We welcome good-faith security reports. If you believe you have found a vulnerability, email security@nexdesk.ai before testing anything that could affect other clients.

6. Client data and confidentiality

Data your organization puts into the services — ticket content, device inventory, documentation — remains your organization's property. We claim no ownership of it.

We treat client data as confidential and use it only to deliver the services and to meet our obligations under the applicable services agreement. Our handling of personal information is described in our Privacy Policy.

Credentials and secrets we hold for a client's environment are stored encrypted and used only for authorized administrative work.

7. Intellectual property

The NexDesk website, platform, applications, name, and logo are our property or licensed to us. These terms grant you a limited, revocable, non-transferable right to use the services as intended, and nothing more.

If you send us feedback or suggestions, we may use them without obligation or compensation to you.

8. Fees

Fees for managed services are set in the signed services agreement. Prices shown on this website are indicative and subject to change; they are not an offer.

Invoices are due per the terms stated on the invoice. We may suspend services for accounts materially past due, after written notice.

9. Third-party services

Delivering managed IT means working with software and hardware we do not make — Microsoft 365, Google Workspace, Slack, network and endpoint vendors, ISPs, and others. We are not responsible for the availability, performance, or terms of those third-party products.

Where we procure a third-party product on a client's behalf, that product is governed by its own vendor terms.

10. Disclaimers

The website, portal, and chat applications are provided “as is” and “as available.” We do not warrant that they will be uninterrupted, error-free, or free of harmful components.

Content on the marketing site — including guidance in articles, solution pages, and replies from the website chatbot — is general information, not professional advice for your specific environment. The chatbot is an automated assistant and can be wrong; do not rely on it for security, compliance, or purchasing decisions.

To the fullest extent permitted by law, we disclaim all implied warranties, including merchantability, fitness for a particular purpose, and non-infringement.

Service-level commitments, where they exist, are stated in the signed services agreement and are the exclusive remedy for missed service levels.

11. Limitation of liability

To the fullest extent permitted by law, NexDesk is not liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, lost revenue, or lost or corrupted data, arising from your use of the services.

Our total aggregate liability arising out of or relating to these terms is limited to the amounts paid by your organization to NexDesk in the twelve months preceding the event giving rise to the claim. For users with no paid relationship with us, that limit is one hundred US dollars.

Some jurisdictions do not allow certain limitations, so parts of this section may not apply to you.

12. Indemnification

You agree to indemnify and hold NexDesk harmless from claims arising out of your misuse of the services, your violation of these terms, or your violation of applicable law or the rights of a third party.

13. Suspension and termination

We may suspend or terminate access to the website, portal, or chat applications for violation of these terms, for non-payment, or where continued access presents a security or legal risk.

Termination of a managed services engagement is governed by the signed services agreement. On termination, clients may request an export of their ticket history, asset inventory, and documentation within 30 days.

Sections that by their nature should survive termination — confidentiality, intellectual property, disclaimers, limitation of liability, indemnification, and governing law — do survive.

14. Changes

We may update these terms. The date at the top reflects the most recent revision, and continued use after a change means you accept the updated terms. For changes that materially affect client obligations, we will notify clients directly.

15. Governing law

These terms are governed by the laws of the State of New York, without regard to its conflict-of-laws rules. The state and federal courts located in New York County, New York have exclusive jurisdiction over any dispute, and both parties consent to venue there.

16. Contact

Questions about these terms: legal@nexdesk.ai. Security reports: security@nexdesk.ai. General enquiries: hello@nexdesk.ai.