The agreement establishes that while Customer retains ownership of Service Data, the Customer simultaneously instructs Zendesk to use that data not only to deliver and secure the Services but also to improve Zendesk's products and services broadly.
This analysis describes what Zendesk's agreement states, permits, or reserves. It does not constitute a legal determination about enforceability. Regulatory applicability and practical outcomes may vary by jurisdiction, enforcement context, and individual circumstances. Read our methodology
This provision authorizes Zendesk to use Service Data for product improvement purposes, which may extend beyond the scope of processing strictly necessary to deliver contracted services. Depending on the nature of personal data within Service Data and applicable law, this authorization may require evaluation against GDPR purpose limitation requirements and CCPA service provider restrictions.
Interpretive note: The scope of permissible product improvement processing relative to GDPR purpose limitation and CCPA service provider restrictions depends on the content of the incorporated Data Processing Agreement, which is referenced by URL and not reproduced in this document.
The agreement authorizes Zendesk to use Service Data, which includes all data, text, messages, communications, or other information submitted by customers, agents, and end users, for the purpose of improving Zendesk's products and services. This authorization is framed as a customer instruction within the agreement rather than a separate opt-in mechanism.
Cross-platform context
See how other platforms handle Service Data Use for Product Improvement and similar clauses.
Compare across platforms →"As between the parties, Customer retains ownership of all Service Data. Customer instructs Zendesk to use Service Data to provide, secure, and improve Zendesk's products and services.Excerpt from Zendesk's Terms of Service
(1) REGULATORY LANDSCAPE: This provision engages GDPR Articles on purpose limitation and lawful basis for processing, as well as CCPA service provider restrictions that prohibit use of personal information outside the scope of the service …
Enforcement risk, jurisdiction flags, contract triggers, and due diligence action items.
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This provision authorizes Zendesk to use Service Data for product improvement purposes, which may extend beyond the scope of processing strictly necessary to deliver contracted services. Depending on the nature of personal data within Service Data and applicable law, this authorization may require evaluation against GDPR purpose limitation requirements and CCPA service provider restrictions.
The agreement authorizes Zendesk to use Service Data, which includes all data, text, messages, communications, or other information submitted by customers, agents, and end users, for the purpose of improving Zendesk's products and services. This authorization is framed as a customer instruction within the agreement rather than a separate opt-in mechanism.
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