ATTENTION: Please read carefully the terms and conditions of use of this agreement, as by signing up to the Agidesk Software use license you agree and accept the terms of this agreement. This Agreement is between you and the entity Agidesk Soluções em Tecnologia LTDA, registered with the CNPJ under number: 24.453.363.0001/40, which owns and operates the Cloud Software called AGIDESK that you are contracting. “You” means the entity that you represent by accepting the terms of this Agreement or, if this does not apply, you individually. If you are accepting on behalf of your employer or another entity, you represent and warrant that: (i) you have full legal authority to bind your employer or such entity to these Terms; (ii) you have read and understood the Agreement; and (iii) you agree to its Terms on behalf of the party you represent. If you do not have the legal authority to bind your employer or the applicable entity, do not click the “I Agree” (or similar button or checkbox) that is presented to you, or make any payment on behalf of your employer, or sign or accept the commercial proposal presented.
PLEASE NOTE THAT IF YOU SUBSCRIBE TO A CLOUD PRODUCT USING AN EMAIL ADDRESS OF YOUR EMPLOYER OR OTHER ENTITY, THEN (A) YOU WILL BE CONSIDERED AS A REPRESENTATIVE OF SUCH PARTY, (B) YOUR CLICK TO ACCEPT, OR EMAIL TO ACCEPT , WILL BIND YOUR EMPLOYER OR THAT ENTITY TO THIS AGREEMENT AND ITS TERMS AND (C) THE WORD “YOU” IN THESE TERMS WILL BIND YOUR EMPLOYER OR THAT ENTITY.
This Agreement is effective from the date you click “I Agree” (or similar button or checkbox) or use or access a Cloud Product, whichever comes first (the “Effective Date”). This Agreement does not need to be signed to be binding. You indicate your agreement to this Agreement and its Terms by clicking “I Agree” (or similar button or checkbox), or at the time you sign up for a cloud product, create a cloud product account, or do a request and accepted in a commercial proposal. For Free Products, you also indicate your agreement to these Terms by accessing or using the applicable No-Charge Product.
And, when collectively, designated only as “PARTIES”, they have mutually agreed upon the following: By using the AGIDESK Software, the CONTRACTING PARTY agrees to be bound by the Terms and Conditions of Use, reproduced below. For the purposes of this Agreement, the following terms have the definition and scope referred to herein:
- Purpose of using the AGIDESK Software: B2B and/or B2B2C Customer Service Management Software. - Type of Service: SaaS - software as a service - subscription software service. - Access Address: https://agidesk.com - Software Localization: The software is hosted on a cloud computing server (cloud), in a high availability provider. Each customer will receive 50GB of space for storage. Additional spaces will have an additional cost according to the current price list. - Access to the software: The software is accessed by the CONTRACTING PARTY through the Internet using the Google Chrome browser. - Onboarding: Initial client process that includes the technical setup of the account, training and monitoring of users in the first 30 days after contracting. - Payment for the service: The CONTRACTING PARTY pays an amount, by way of licensing, for the use of the software (according to the contracted plan) and another, related to the contracted implementation (standard or bespoke). - Types of deployment: The standard deployment is the one with a scope limited to a certain number of hours or number of items that will be covered during the deployment process. The custom-made deployment, on the other hand, is a customized deployment model for the customer's needs, covering negotiations by area to be deployed and will be charged per hour of service. In both cases, the details of the type of implementation must be made in the commercial proposal, which is an integral and inseparable part of this contract. - Contracted AGIDESK Plan: The contracted plan will be provided in the commercial proposal presented, which, after being signed, constitutes an integral part of this contract.
The plan can be contracted directly through the account created through the Agidesk website, in this situation the customer can choose the plan and the number of licenses contracted through the menu “my account/payments”.
All Agidesk plans are Monthly or Annual in prepaid mode. Except for Free Products, all Cloud Products are offered by monthly subscription or by annual subscription. Training and deployments will also be offered, the price and payment terms of which must be included in the commercial proposal.
Renewals: Unless otherwise specified in your Order, unless either party cancels your subscription prior to the expiration of the current Subscription Term, your subscription will automatically renew for another Subscription Term of a period equal to your Subscription Term initial.
You will provide any non-renewal notice through the terms we designate, which may include account settings on Cloud Products or contacting our support team.
Canceling your subscription means you will not be billed for the next billing cycle, but you will not receive refunds or credits for amounts that have already been billed.
All renewals are subject to the applicable cloud product that continues to be offered and will be billed at the current rates shown on our website.
Adding Users: You can add users, increase storage limits or increase usage of Cloud products by placing a new order or modifying an existing order. Unless otherwise specified in the applicable Order, we will charge you for any increased usage in our then-current rates, proportionate to the remainder of the then-current Subscription Term.
Payment: You will pay all fees under each Order, for the due dates and in the currency specified in the Order.
If a purchase order number is required for an invoice to be paid, you must provide this order number to Agidesk by sending the order number to the email address provided in the business proposal.
For Additional Services provided at any location other than Agidesk's headquarters, unless otherwise specified in your Order, you will reimburse us for our pre-approved travel, accommodation and meal expenses, which we may charge as incurred. You agree that we may bill your credit card or other form of payment for renewals, additional users, overages to set limits or scopes of use, expenses and unpaid fees, as applicable.
Delivery: We will deliver login instructions for Cloud products to your account or by other reasonable means at the latest when we receive payment of the applicable fees. You are responsible for accessing your account to determine that we have received payment and that your Order has been processed. All deliveries under these Terms will be electronic. - Confidentiality of the Contracting Party's information: The CONTRACTOR undertakes to maintain the confidentiality of the information exchanged and generated by the CONTRACTING PARTY during the use of the software described in this CONTRACT, not directly or indirectly disclosing or transmitting the information exchanged to third parties, pursuant to clause J. A) Terms of Service:
The CONTRACTOR reserves the right to update and change the terms of service provision periodically and without prior notice, such change being communicated to the CONTRACTING PARTY via email and taking effect from the first day of the month following the respective communication . If you do not agree with the change, the CONTRACTING PARTY will have the right to cease, either at the time of receiving the communication or by the end of the month of notification of the change, the use of the AGIDESK Software, without any penalty or indemnity, and without the obligation to pay the other monthly amounts that would be due until the end of the term of the contract. If such amounts have been previously paid by the CONTRACTING PARTY, the CONTRACTOR shall refund such amounts to the CONTRACTING PARTY.
The use of the service by the CONTRACTING PARTY after the entry into force of the changes to the terms and conditions of the provision of services will be considered as express acceptance of such changes.
Violation of any of the conditions established in the terms of the provision of service gives the CONTRACTOR the right to close the infringing CONTRACTING PARTY's account.
The CONTRACTOR reserves the right to develop and launch new features that are not included in the current plan contracted by the CONTRACTING PARTY, which in turn will be able to access these improvements through an upgrade to other plans.
The CONTRACTING PARTY accepts and agrees that the CONTRACTED PARTY cannot be held responsible for the contents inserted by it into the service. The CONTRACTING PARTY expressly accepts that it assumes the risk of inappropriate use of the service.
The CONTRACTOR does not transact or sell data between customers. The stored data can be used at the discretion of information validation in the CONTRACTING PARTY's database.
The CONTRACTOR undertakes to keep the software available, except with planned and notified, in advance, for maintenance.
The CONTRACTING PARTY may consult the updated version of the terms of service provision at any time by accessing the website https://www.agidesk.com/en/terms.
B) Software Usage Terms:
The CONTRACTING PARTY is solely responsible for the decision to increase or reduce the number of users of its account.
The CONTRACTING PARTY expressly understands and accepts that the CONTRACTED PARTY cannot be held liable, even in negligence, for any type of damage resulting from the misuse of the software by the CONTRACTING PARTY or by a third party accessing user data through the software.
The CONTRACTOR may suspend the service or part of it, whenever it detects the need to change or correct the software, notifying the fact to the CONTRACTING PARTY by any reasonably understandable means, respecting the provisions of item 7 of clause A - Terms of Provision of Services. The CONTRACTING PARTY expressly accepts that the CONTRACTOR automatically provides it with changes and corrections as part of the service.
In the event that the service is permanently discontinued, the CONTRACTOR shall inform the CONTRACTING PARTY of this fact at least 60 (sixty) days in advance. During the notice period, it is incumbent upon the CONTRACTING PARTY to remove all information existing in the application. After closing the account, the CONTRACTOR will proceed with the deletion of all existing data in the application. Upon discontinuation of services, the CONTRACTING PARTY will not pay any other additional monthly amounts that have been agreed between the PARTIES and, if it has previously paid such amounts, the CONTRACTOR shall refund them to the CONTRACTING PARTY.
C) Account Terms of Use:
To subscribe to the service, the CONTRACTING PARTY must indicate its complete identification (corporate name, domicile or registered office, CNPJ/CPF), a valid email address and any other additional information, necessary for the provision of the service, that is requested by the CONTRACTOR.
Training (onboarding) at the time of hiring is mandatory to ensure that users are enabled in the functional use of the software.
In cases of replacements and/or additions of new users, it is important that everyone is enabled to use the software. In this case, the hiring of training in the form of a service is optional, or the CONTRACTING PARTY may opt for training in “recorded video” format.
The user is solely and exclusively responsible for maintaining the security of his personal, individual and private account and password. The CONTRACTOR shall not be held liable for any loss or damage resulting from non-compliance by the user or failure to comply with this security obligation.
By disclosing information generated in the software, the CONTRACTING PARTY declares to be the owner of these contents, exempting the CONTRACTOR from any and all liabilities of any nature. The AGIDESK Software is the means for viewing and distributing this data.
The CONTRACTING PARTY may not use the service for any illegal, illicit, fraudulent or unauthorized purposes, being fully responsible for any content promoted.
The CONTRACTING PARTY is responsible for establishing the internal rules for the security and protection of its data in relation to its users.
D) Use of APIs, Legacy Database Migration, and Artificial Intelligence Model Training:
Definitions. For the purposes of this clause, the following shall apply:
(i) “Legacy Database” means any historical data originating from other CONTRACTING PARTY systems prior to the Effective Date of this agreement; (ii) “AGIDESK APIs” means the endpoints, keys, integrations, and other technical communication resources provided by the CONTRACTED PARTY for regular use of the AGIDESK Software; and (iii) “Artificial Intelligence Models” means any algorithms, systems, agents, neural networks, or similar technologies that use data as input for machine learning or automated result generation.
Authorized purpose of the APIs. The AGIDESK APIs are provided exclusively for operational purposes related to the creation, update, and retrieval of tickets and related data generated from the service contract. It is prohibited to use the APIs for purposes of bulk loading, migration, import, or reconstruction of a Legacy Database from other systems.
Use of APIs in AI Models. It is strictly prohibited to use AGIDESK APIs — as well as any data, response, metadata, text, or attachment obtained through them — to train, fine-tune, feed, test, or validate artificial intelligence models, whether owned by the CONTRACTING PARTY, third parties, or open-source, without prior and express authorization and contracting from the CONTRACTED PARTY. If the CONTRACTING PARTY wishes to use data from AGIDESK for this purpose, they must contract a specific API usage package with segregated infrastructure and its own technical and commercial conditions, as per the CONTRACTED PARTY's current commercial proposal and policy.
Contracted storage. The default space of 50GB per client is intended exclusively for storing tickets and attachments created after contracting. It is prohibited to use this space to store Legacy Databases or data extracted from AGIDESK for AI training, environment replication, or load testing purposes.
Technical restrictions and fair use. The following are expressly prohibited:
(i) mass ingestion routines via API for Legacy Database import; (ii) automations that reproduce or reconstitute previous histories; (iii) any use of APIs or data to feed, tune, calibrate, or backfeed AI models, directly or indirectly; and (iv) any form of reverse engineering on the operation of the APIs or AGIDESK's data layer. The CONTRACTED PARTY may apply rate limits, blocks, or technical protection measures to ensure proper use.
Monitoring and suspension. If, at the CONTRACTED PARTY's sole technical discretion, any use of the APIs in violation of this clause is identified — including for Legacy Database migration or improper use in AI models — the CONTRACTED PARTY may partially or fully suspend access to the APIs and/or the AGIDESK Software, notifying the CONTRACTING PARTY for remediation.
Cure period and penalties. Upon receiving the notification, the CONTRACTING PARTY must cease the practice and regularize the use within 48 (forty-eight) hours. Failure to comply authorizes the CONTRACTED PARTY to:
(i) maintain the suspension; (ii) terminate the contract for cause; and (iii) charge additional amounts and damages, including infrastructure costs and risk mitigation expenses.
LGPD and responsibilities. The CONTRACTING PARTY acknowledges being the data controller of all data entered into the platform and is fully responsible for its lawfulness, integrity, and legal basis, including the use of personal data in any external tools. Improper use of the APIs to feed AI models or perform unauthorized migrations constitutes a serious contractual breach and violation of the CONTRACTED PARTY's security policy.
Prevalence. In case of conflict, the provisions of this clause prevail over any technical materials, manuals, integrations, or operational communications related to the APIs or data usage, especially regarding the prohibition of Legacy Database migration and use of AGIDESK data for AI model training.
E) Nominal Use of Licenses and Authorized Access:
Nominal licenses. Each AGIDESK Software license corresponds to one individual, identified, and nominal user, linked to a specific physical person on the CONTRACTING PARTY's team (“Agent”). Licenses are non-transferable and cannot be shared among different users, departments, or third parties, even if belonging to the same company.
Prohibition of generic or simultaneous use. It is strictly prohibited to use licenses in a generic, impersonal, or shared manner, as well as for a single user to be used by multiple individuals or for simultaneous access by the same user on different browsers, devices, or IP addresses.
Exclusive and individual purpose. Each Agent must have their own personal and non-transferable credentials, and it is the CONTRACTING PARTY's responsibility to ensure that each authorized user operates in accordance with the internally defined access levels and permission profiles.
Monitoring and verification. The CONTRACTED PARTY reserves the right to monitor, in an automated manner and in compliance with privacy laws and the LGPD, usage patterns, simultaneous access, and session behavior in order to identify unauthorized access, sharing, and violations of this clause.
Corrective measures and penalties. If improper, shared, simultaneous, or generic use of licenses is identified, the CONTRACTED PARTY may, at its sole discretion:
a) immediately suspend access of the infringing user; b) notify the CONTRACTING PARTY for correction within 48 (forty-eight) hours; and c) terminate the contract for cause in case of recurrence, failure to regularize, or refusal to correct, without prejudice to charging contractual differences, audit costs, damages, and other applicable measures.
Responsibility of the CONTRACTING PARTY. The CONTRACTING PARTY acknowledges that shared or simultaneous use of licenses violates SaaS licensing rules and may compromise information security, data integrity, and system traceability. The CONTRACTING PARTY is fully responsible for all actions performed under its logins and passwords, even if carried out by unauthorized third parties.
Prevalence and integration. This clause complements the “Account Terms of Use” and “Software Intellectual Property Rights,” prevailing over any contrary provisions regarding the individualization of licenses and the prohibition of simultaneous or shared use.
F) Payment Terms, Software Usage Release, Refund, Upgrade and Downgrade:
The software prices are published on the CONTRACTED PARTY's website.
Service payment shall be made via bank slip or credit card using the details provided by the CONTRACTED PARTY.
The service is billed in advance (prepaid) according to the contracted period and is non-refundable. Refunds to the CONTRACTING PARTY will only occur in the following cases:
(i) If the contract is terminated by the CONTRACTING PARTY due to a breach by the CONTRACTED PARTY of any service conditions; (ii) If the CONTRACTING PARTY does not agree with changes made by the CONTRACTED PARTY to the service terms (see clause A, item 1).
Software access is initially granted for a 14-day trial period immediately after account creation on the CONTRACTED PARTY's website. During the trial period, the CONTRACTED PARTY is not responsible for the delivery of any data entered into the platform. Permanent access, for the contracted period as per the commercial proposal, will be granted after confirmation and/or proof of the first payment. Creating an account in the Software, accepting the commercial proposal by email, or paying the first monthly or annual fee constitutes definitive acceptance of this Agreement and its Terms, whichever occurs first.
If the CONTRACTING PARTY wishes to add users to their account, they must contact their Account Manager to request a commercial proposal. If the CONTRACTING PARTY creates new agents directly, they hereby accept the additional monthly or annual charge corresponding to the number of agents added to the platform. During the first 12 months of the contract, it will not be possible to reduce the contracted license package.
If the CONTRACTING PARTY wishes to upgrade an application, the price difference between the respective packages will be charged, with a pro-rata calculation applied if the upgrade occurs within the current billing cycle.
G) Renewal, Cancellation, Default, Suspension and Interest/Fine:
The contract, either in the monthly or annual plan modality, will have a minimum term of 12 months, and the renewal will be performed automatically, at each end of the contracted plan period, in the same modality of the initial contract. If the CONTRACTING PARTY wishes to change the plan at the end of the contract, it must manifest itself 60 days in advance.
After the first 12 months of the contract, the Monthly plan will be renewed automatically, every 12 months and, if the CONTRACTING PARTY wishes to cancel the contract, it must manifest itself 60 days in advance.
The contract will be readjusted annually by the IPCA index, or, failing that, by an equivalent index or one that may replace it.
If the CONTRACTING PARTY wishes to cancel the contract (in the first 12 months):
a) Monthly Plan: in case of cancellation of the monthly plan, a fine of 30% will be charged on the residual value of the contract, calculated between the cancellation date and the end date of the contracted term. The CONTRACTING PARTY must request the cancellation of the account 60 days in advance, and pay all outstanding amounts, in addition to the cancellation penalty. b) Annual Plan: for annual plans, a 12-month advance payment is required, and the withdrawal period will be 30 days after the acceptance of the proposal, a situation that will affect the return of 70% of the amount paid on the licenses. If the customer chooses to cancel after this period, there will be no refund of amounts paid. In both cases, there will be no refund of amounts paid for consulting, implementation and training services. c) The CONTRACTING PARTY must request the cancellation with its Commercial Manager; d) The CONTRACTING PARTY will have a period of 15 days to back up (or request that it be done) the backup of its data and, after this period, its account and respective data will be deleted. e) In the first 12 months of contracting, it will not be possible to reduce the contracted license package. In case of downgrade in the first 12 months of contracting, the CONTRACTING PARTY will need to pay a fine as described in paragraph “a” of this item. After reducing licenses and paying the corresponding fine, the cost per license must be applied according to the current prices and table, that is, in the event of a reduction in licenses, any discount applied due to the volume of licenses contracted will be automatically cancelled. Even after an eventual downgrade in the volume of licenses contracted, the minimum license package of a contract will always be 5 licenses, regardless of the plan chosen.
The cancellation of the account does not exempt the CONTRACTING PARTY from payments of overdue charges that have not been paid, until the date of cancellation.
A CONTRACTING PARTY who is in default, 10 days late, will have access blocked, as well as the service interrupted.
A CONTRACTING PARTY who is in default, with a delay of more than 30 days from the due date, will have access canceled, its account and respective data deleted, and the outstanding titles will be protested at the Protest Office, until the outstanding amounts are paid.
The CONTRACTOR reserves the right to charge a fine and interest for delay when it deems it necessary, where 2% fine and 1% interest per month of delay will be applied.
The CONTRACTOR will not make refunds in the event of cancellations of plans with advance payment, except in the cases provided for in clause G, item 4, paragraph “b”.
The service cannot be suspended or paused by the CONTRACTING PARTY. If the CONTRACTING PARTY chooses to suspend the service, it must request the cancellation and bear the costs involved and subsequently request a new contract with the updated values.
The non-use of the AGIDESK Software for a period by the CONTRACTING PARTY will not serve as an argument for non-payment during this period.
H) Software Intellectual Property Rights:
All rights to the service are reserved to the CONTRACTOR. The CONTRACTING PARTY accepts that the service contains protected and confidential information that is protected by applicable law.
The CONTRACTING PARTY may not duplicate, copy, reproduce, redistribute, reuse any part of the software or materials provided by the CONTRACTOR, or visual design elements or concepts without the express written authorization of the CONTRACTOR, under penalty of incurring civil and criminal liability.
The CONTRACTOR does not claim intellectual property rights on the data that the CONTRACTING PARTY inserts into the service.
The CONTRACTOR undertakes to maintain confidentiality and not disclose, by any means, the data entered by the CONTRACTING PARTY, in the use of the software, to which it may have access.
The CONTRACTING PARTY may not:
I. Make the AGIDESK Software available to any third party not authorized or otherwise described in this agreement; II. Use the AGIDESK Software to provide services to third parties in a way that is not expressly permitted by the contract, with the exception of customers who are part of the AGIDESK channel program; III. Interfering or intentionally harming the integrity of the AGIDESK Software or the data contained therein; IV. Attempt to obtain unauthorized access to the Software or its related systems or networks, even under the pretext of performing security tests, under penalty of incurring a fine for breach of contract, in addition to other legal sanctions; V. Use the AGIDESK Software to cause damage, such as overload, or create various agents for the purpose of harming third party operations; VI. Delete or modify any software markings, or any notice, copyright of the CONTRACTOR.I) Confidentiality Terms:
CONFIDENTIAL INFORMATION, and hereinafter referred to, is considered to be any and all information that is disclosed by one of the parties to the other, whether verbally, in writing, by electronic means or by any other form of tangible transmission, and which by determination of one or both the parties, due to their essential characteristics or due to factual circumstances, cannot be made public, and must be protected by confidentiality and secrecy, as provided in this instrument.
The CONTRACTOR undertakes to:
(a) Ensure the maintenance of secrecy and confidentiality of all CONFIDENTIAL INFORMATION that may become aware of or access, or that may be entrusted to it for any reason, including during the term of contracting the services offered; (b) To cause its partners, directors, employees, agents, consultants, contractors, representatives or any other person under their responsibility (direct or indirect), or any other persons from related companies, to keep all INFORMATION confidential and confidential. CONFIDENTIAL to which they have access; (c) Not to disclose to third parties, reveal, market, reproduce or otherwise dispose of the CONFIDENTIAL INFORMATION received from the other party about itself (the other party), about third parties, including on the activities carried out in the properties, unless prior authorization and by writing from the other party; (d) Not to make or allow copies to be made of CONFIDENTIAL INFORMATION unless authorized in advance and in writing by the other party; (e) Not to use CONFIDENTIAL INFORMATION for interests outside the achievement of the eventually adjusted goals; (f) Take all reasonable security precautions to protect the integrity and confidentiality of CONFIDENTIAL INFORMATION; (g) Not to disclose to third parties the existence of this Confidentiality Agreement or its object without the prior written consent of the other party.
The CONTRACTOR will be jointly and severally liable for damages, eventually caused, by acts of its employees, agents, contractors or third parties under its responsibility to the CONTRACTING PARTY or third parties.
In case of need for use or disclosure to third parties of CONFIDENTIAL INFORMATION, the CONTRACTOR shall, during the term of this agreement, obtain, for such purpose, prior written authorization from the other party.
In case of need for use or disclosure of CONFIDENTIAL INFORMATION due to the law or court order and/or the Public Administration, the party that is thus obliged to use or disclose the CONFIDENTIAL INFORMATION shall notify the other party, immediately and in writing, the mandatory disclosure, even before such disclosure, so that the other party can take the necessary measures to ensure the confidentiality of the information, using for this the measures, whether judicial or not, applicable to the case, in order to obtain success in safeguarding the secrecy and confidentiality rights established herein.
The PARTIES agree that the confidentiality disciplined in this agreement imposes obligations to do and not to do, and the specific performance of these obligations is applicable to prevent or remedy the breach of this agreement, and the party that has its CONFIDENTIAL INFORMATION disclosed may proceed in accordance with articles 632 and following of the Brazilian Code of Civil Procedure, without prejudice to other measures provided for by law.
The following are excluded from the definition of CONFIDENTIAL INFORMATION:
I. That have been published or have become in the public domain, provided that such fact has not occurred through acts or omissions of the parties; II. That has been provided or brought to the attention of the parties by third parties, who do not act directly or indirectly on behalf of the parties, information that is legally disclosed and without restriction as to its use or disclosure; III. That they are already in their possession, as can be demonstrated by the existing files, provided that this information is not the object of another confidentiality agreement or confidentiality obligation between the parties; IV. That have their disclosure approved in advance and in writing by the party that disclosed it, pursuant to the fourth clause mentioned above, provided that the limits and conditions set forth in the permission to disclose the information are respected; or V. Which have to be disclosed by virtue of law, court order and/or the Public Administration, respecting the strict limits of the request or determination and observing the terms set forth in the fourth clause above.
The confidentiality obligations, as set forth above, become effective from the acceptance of the Agreement and will last until the end of the period of 180 (one hundred and eighty) days after the effective date or cancellation of the agreement, with the agreement of the parties that said confidentiality obligations are now set to be in force regardless of the duration of the objectives eventually established and until the term set forth in this clause is fully exhausted.
J) Technical Support provided by the CONTRACTOR:
Office hours: Technical Support: 9 am to 12 pm and 1 pm to 5 pm - on weekdays.
The primary service channel (Technical Support) is provided via the customer portal which can be accessed through the address: https://atendimento.agidesk.com (it may be necessary to make a brief registration to access the customer portal). The customer may choose to request service through email at contato@atendimento.agidesk.com, to the CONTRACTING PARTY and the holders of active accounts. In complex cases, the service can be directed to telephone (51) 98905 8080 to facilitate understanding.
Technical calls are answered in chronological order.
Technical Support's first response time is up to 24 hours (on business days).
The negotiations between the CONTRACTING PARTY and the CONTRACTOR via Customer Success take place primarily by email, telephone or online conference, respectively, in this order, always with an appointment, and the attendant does not have the obligation to provide immediate assistance to the CONTRACTING PARTY.
More complex problems: the CONTRACTOR's Technical Support team makes a diagnosis and provides the CONTRACTING PARTY with a deadline for resolution.
Technical Support professionals are not allowed to answer calls through “Skype”, “WhatsApp” and other “instant message” programs.
For better control of technical calls, it is always recommended to use the Customer Portal or the customer service@atendimento.agidesk.com channel.
The provision of services does not include the face-to-face visit of the CONTRACTOR's professionals at the CONTRACTING PARTY's site for technical, commercial and/or training purposes, unless expressly agreed in the commercial proposal, which may incur additional costs to cover travel expenses, food and lodging.
K) General Conditions:
The service is provided through the Internet, whereby the CONTRACTOR is not responsible for the CONTRACTING PARTY's connectivity failure and inherent impossibility of its use.
The CONTRACTOR does not guarantee that the service will meet the specific needs of the CONTRACTOR. The CONTRACTOR makes onboarding available to resolve any doubts regarding the use of the AGIDESK Software.
For any and all questions of whatever nature arising from the application, interpretation or execution of this contract, the jurisdiction of the district of Porto Alegre/RS will be competent, expressly waiving any other.
L) Contractual Jurisdiction:
To resolve any issues arising from the application of the clauses of this instrument, the legal provisions of the Federative Republic of Brazil will be applied exclusively, with the contracting parties electing the Central Forum of the District of Porto Alegre, RS, place of conclusion of the contract , to the exclusion of any other, however privileged they may be.
M) Agreement to Accept the Agreement:
The signatory of this contract declares, under the penalties of the law, that it is an attorney-in-fact or legal representative, duly constituted in the form of the CONTRACTING PARTY's Bylaws or Articles of Incorporation, with powers to assume the obligations contracted herein.
And that, in agreement with the terms and conditions expressed in this document, you agree and sign this MEMBERSHIP AGREEMENT.
