Website Terms of Use

·Table of contents

·Our decision filter

·Before taking action, every Zendeskian asks:

·Is it Legal?

·Does this comply with all laws and Zendesk policies?

·Is it the Right Choice?

·Does it align with our mission and our values?

·Is it a Smart Resolution?

·Does it solve the problem elegantly while protecting our reputation?

·"Our mission is to power exceptional service for everyone. We live this by putting our customers first and earning their trust every day through empathy, accountability, and respect." Tom Eggemeier, CEO

1.11.1 Fair dealing and antitrust

·At Zendesk, we win because of the quality of our products, services, and people. We deal fairly and ethically with employees, customers, suppliers, partners, and competitors alike. Because we model what it means to be the best in service, we do not resort to unfair or illegal practices to gain an advantage.

·Li The Right Choice: We are committed to complying with all applicable antitrust and competition laws globally. We make independent pricing and product decisions and compete vigorously and fairly on the merits of our offerings.

·Smart Resolution:

·Zendeskians understand and adhere to competition laws, including avoiding discussions with competitors about sensitive topics like pricing or market allocation. We proactively seek guidance when facing complex issues to ensure all our market activities maintain a competitive and level playing field.

·Our obligations to the market

·To ensure our Smart Resolutions protect our reputation and the industry, every Zendeskian must follow these guardrails:

·· Honest representation:

·Do not make untrue, misleading, or false statements about products or transactions. We do not conceal or omit information to secure a deal.

·· Protecting competitive intel:

·Do not share proprietary or competitive information at trade shows, conferences, or in public places. Likewise, do not use illegal or unethical practices to obtain information about our competitors or their customers.

• ·Integrity in gatherings:

·If a conversation with a third party suggests any type of anti-competitive behavior, end the conversation immediately.

• ·Fair dealing:

·Do not take unfair advantage of others through manipulation, concealment, or abuse of privileged information gained through your employment at Zendesk.

·Reporting and accountability

·If you witness or are invited to participate in anticompetitive behavior, report it immediately through the Code of Conduct Disclosure Process or the Speak Up Channel.

·The Zendeskian standard:

·We lead with service by playing by the rules. We take pride in a marketplace where the best solution wins, and we ensure Zendesk remains the best through innovation and integrity, never through unfair play.

1.21.2 External communications & social media

·At Zendesk, we ensure our public voice is accurate, authorized, and professional to model the best in service. Whether you are speaking to a reporter or posting on your personal feed, your communication reflects Zendesk as a "Good Neighbor."

·LI The Right Choice: We ensure that only authorized employees represent us to the media or government agencies to protect Zendesk's reputation. We use social media with pride, ensuring our personal posts are transparent but never confused with official Zendesk stances.

·Smart Resolution:

·We direct all external inquiries to the External Communications team to avoid spreading misinformation. When we are unsure about a social media post, we consult the Zendesk Social Media Policy and prioritize the protection of confidential information over the desire to share.

·Responding to external questions

·Because we value clarity and system integrity, we maintain a unified voice:

• ·Authorized voices only: Unless specifically authorized, you may not represent Zendesk to the media

·or government agencies.

• ·The "External Communications" hand-off:

·If an external party contacts you, direct all questions to our External Communications team. The power of "No Comment"

·It is always acceptable to simply say, "No comment." This is not a lack of service; it is a Smart Resolution to protect yourself and the Company from misstatement.

·Using social media with pride

·We encourage Zendeskians to be ambassadors for our mission, provided we follow these guardrails:

• ·Be transparent:

·Be clear about your role at Zendesk if you talk about the Company, but do not give the impression that your personal views represent the official Company position.

• ·Protect the vault:

·Never disclose confidential or proprietary information-such as unreleased product features, internal Al training data, or customer details-on any social platform.

• ·Reputation first:

·Ensure your posts do not damage Zendesk's reputation. Our digital footprint should always reflect the kindness and professionalism we practice in the office.

• ·Business-only channels:

·Use our internal communication tools (like Slack) for workrelated purposes. Do not use internal channels as a forum to voice personal opinions on controversial or non-work-related topics.

·The Zendeskian standard:

·Every communication is an opportunity to lead with service. By making the Right Choice to speak with one authorized voice and using social media responsibly, we ensure our global reputation remains as elegant and reliable as our products.

1.31.3 Honoring customer & partner commitments

·At Zendesk, we honor our commitments. We reach everyone on the planet by being a partner that people can rely on. Whether it is a Service Level Agreement (SLA) or a partnership roadmap, we ensure that our actions match our words.

·Li The Right Choice: We make commitments we have the capability and intent to keep. We choose transparency over convenience, ensuring our customers and partners know where we stand.

·Smart Resolution:

·We deliver on our obligations with precision and elegance. If circumstances change and we risk missing a commitment, we proactively communicate with the stakeholder to find a solution that protects our relationship and the Zendesk brand.

·Our standards for reliability

• ·Contractual integrity:

·We strictly adhere to the terms of our customer and partner agreements. We do not take shortcuts that compromise the quality or security of the services we have promised to deliver.

• ·Service reliability:

·We take pride in the uptime and performance of our technology. Every Zendeskian plays a role in ensuring our tools are purpose-built and dependable.

·· Partner fair play:

·We treat our partners with the same respect we show our customers. We collaborate in good faith, respecting their business goals and protecting the mutual value we create together.

• ·Meeting them where they are:

·We take the time to understand the unique needs of our global customers. We do not just provide a service; we advance their experience by learning what matters most to their success.

• ·No Side Agreements:

·Zendesk relies only on our formal legal agreements (such as the Zendesk Customer Agreement, Service Orders, and Partner Agreements). No written or verbal commitments outside the formal agreements are authorized and can create significant risk for all parties, including you.

·When a commitment is tested

·If you become aware of a situation where Zendesk may be unable to honor a significant commitment-whether due to a technical hurdle, a resource constraint, or an external factor-escalate it immediately to your Lead or the Legal team. Addressing challenges early is the only way to achieve a Smart Resolution.

·The Zendeskian standard:

·We build exceptional service on a foundation of trust. By honoring our commitments, we transform every transaction into a partnership and a proof point of our integrity.

2.12.1 Privacy and information security

·We comply with global privacy and information security laws and regulations to gain and maintain trust with customers, fellow Zendeskians, and other third parties. We believe that protecting data is the most essential "service" we provide, ensuring our global mission is built on a foundation of safety.

·The Right Choice:

·We choose to be proactive guardians of the data entrusted to us. Every Zendeskian is responsible for maintaining system integrity, adhering to global regulations and security protocols, and ensuring speed never compromises privacy.

·Smart Resolution:

·We value transparency over silence. Because information travels instantly, we react quickly and immediately report any actual or potential data incidents or concerns to infosec@zendesk.com to protect our collective reputation.

·The Zendeskian standard:

·Trust is our most valuable asset. By making the Right Choice to prioritize privacy and choosing the Smart Resolution of transparency, we ensure Zendesk remains a safe and reliable partner for everyone on the planet.

·Our standards for data stewardship

·To deliver the simplest and most secure solutions, we commit to:

• ·Global compliance:

·We adhere to international privacy standards, ensuring that data is handled legally and ethically across every border.

·In the event of a security doubt or a data incident, we do not wait. Reporting to infosec@zendesk.com is the smartest way to minimize harm and resolve

• ·Rapid reporting: issues before they escalate.
• ·Personal accountability:

·Security is everyone's job. From choosing strong passwords to being vigilant against phishing, we

• ·take individual ownership of our digital environment.

·For more information, check out our Privacy Overview and Security Policies.

2.22.2 Artificial intelligence & ethics

·As an Al-first company, we apply the highest ethical standards to all data used in the development and deployment of our Zendesk products, as well as our use of Al tools in our day-to-day work. We ensure that our innovation never comes at the cost of our values to lead the industry.

·Li The Right Choice: We choose to use Al as a force for good. We do not misuse or manipulate data to harm others, nor do we engage in unethical or illegal behavior. We treat every data point used in our Al models with the same respect and stewardship as our most sensitive confidential information.

·Smart Resolution:

·We navigate the fast-moving AI landscape by staying informed and disciplined. We only use approved Generative Al tools and adhere strictly to the Zendesk Generative Al Tools Policy ensuring our "Simple Solutions" are legally compliant and ethically sound.

·The Zendeskian standard:

·We build Al that people can trust with service. By making the Right Choice to prioritize ethics, we deliver the Smart Resolution of an Al-powered future that is safe, fair, and beneficial for everyone on the planet.

·Our commitment to responsible Al

·To maintain our position as a trusted leader in the Al-first era, every Zendeskian commits to:

·· Authorized tools only:

·We follow the Zendesk Generative Al Tools Policy. We only use Al tools that our Security and Legal teams have vetted and approved to protect our data and our customers.

·· Ethical data use:

·We use Al tools and data-including confidential information and personal data-in a way that is legally compliant and morally responsible. We do not use Al to generate misleading content or to bypass our security controls.

·· Continuous learning:

·Al is evolving instantly. We take personal responsibility to stay up-to-date on Al developments and updates to Zendesk policies and guidelines.

·· Human oversight:

·We recognize that Al is a tool to empower Zendeskians, not a replacement for our judgment. We review Al-generated outputs for accuracy and bias before they reach our customers or colleagues.

2.32.3 Confidentiality

·Confidential information is the lifeblood of our innovation. It is proprietary information that Zendesk has deliberately decided not to share publicly yet. At Zendesk, we assume information is confidential until proven otherwise, and we treat it with the highest level of care.

·LI The Right Choice:

·We protect all non-public information - whether it belongs to Zendesk or a third party who has trusted us with it. We choose to be vigilant stewards of the data, road maps, and internal processes that give us our competitive edge.

·Smart Resolution:

·We follow the "Need to Know" rule and never share sensitive details externally without a signed confidentiality agreement. We keep our physical and digital tools secure, ensuring that Zendesk's private information stays private.

·The basic rules for confidentiality

·To maintain our standard of excellence and comply with the Information Classification & Data Protection Policy, every Zendeskian must:

·· Practice secure sharing:

·Only share confidential information with other Zendeskians for legitimate business purposes. If it is not needed to do their job, do not share it.

·· Secure the workspace:

·Prevent unauthorized access by keeping your laptop and physical documents secure, especially while traveling or working in public spaces.

·· Formalize external ties:

·Never provide Zendesk's confidential data to an outside party without a formal confidentiality agreement in place.

• ·Honor the duty of persistence:

·Your responsibility to protect Zendesk's secrets continues even after you leave the company. While your right to use our information ends on your last day of work, your duty to keep it confidential lives on.

·· Follow retention standards:

·Adhere to Zendesk's document retention policies and procedures. If you are unsure of a document's classification, consult the Information Classification & Data Protection Policy before acting.

·The Zendeskian standard:

·We deliver simplicity by being reliable. By making the Right Choice to keep our internal world confidential, we build the external trust necessary to reach everyone on the planet.

·sacred trust. We handle information securely and ethically to honor the connections we help create." "Protecting data is more than a technical task; it is a Craig Flower, COO

3.13.1 Intellectual Property (IP) protection

·Our intellectual property - including our code, products, services, trademarks, patents, and trade secrets - represents the collective genius of every Zendeskian. These are our most valued assets. Taking pride in our work means we protect what we build and show the same respect for the intellectual property of others.

·Li The Right Choice:

·We use all Zendesk intellectual property in strict compliance with our brand and trademark guidelines. We choose to respect the copyrights and patents of third parties, ensuring that our Smart Resolutions are always built on a foundation of legal and ethical integrity.

·Smart Resolution:

·We leverage the resources provided by Product Legal to navigate complex IP questions. Whether using open-source code or disclosing a new invention, we act with transparency and follow established policies to safeguard our competitive advantage.

·Our standards for innovation

·To ensure we protect the "vault" of Zendesk's creativity, every Zendeskian commits to:

• ·Protecting Zendesk IP:

·Correctly using our trademarks, domain names, and technology according to company policy.

• ·Respecting third parties:

·Ensuring we have the proper licenses and permissions before using any third-party code, images, or proprietary information.

• ·Prompt disclosure:

·Reporting new inventions and product developments through the proper channels so they can be protected

• ·Safe collaboration:

·Following guidelines for using or contributing to open-source code and conducting academic research related to our industry.

• ·Maintaining secrecy:

·Understanding and upholding trade secret protections to prevent the misappropriation of our unique technology.

·Seeking guidance

·IP laws and open-source licenses can be intricate.

·The Zendesk Product Legal employee help center provides specific guidance on:

• ·Disclosing inventions and product developments.
• ·Open-source code contributions.
• ·Reporting infringement or misappropriation concerns.

·If you have a question or cannot find a specific resource, submit a ticket to Legal or email productlegal@zendesk.com. Taking the time to ask ensures our pride in our work matches our protection of it.

·The Zendeskian standard:

·Our IP is the heartbeat of our innovation. By making the Right Choice to protect our assets and respect others', we ensure that Zendesk remains a leader in powering exceptional service for everyone on the planet.

3.23.2 Company assets

·We all have a duty to protect Zendesk's assets, whether they are financial, intangible, or tangible. These resources are the fuel for our innovation and the infrastructure of our service. We use these assets only for lawful Company purposes and treat them with the care they deserve.

·LI The Right Choice: We respect the equipment and facilities that Zendesk provides to help us do our best work. We never remove, share, damage, or destroy any Company asset without proper authorization.

·Smart Resolution:

·We act as the first line of defense for our physical and digital workspace. If we notice a potential threat to Company property or have physical security concerns, we notify the Global Security and Safety (GSS) team immediately. The sooner we act, the better we can minimize harm and protect our collective resources.

·The Zendeskian standard:

·We show pride in our work by valuing the tools that make it possible. By making the Right Choice to protect our assets, we ensure that Zendesk remains a safe, efficient, and resilient home for everyone on the planet.

·Safeguarding our resources

·To maintain an elegant and secure environment, every Zendeskian commits to:

• ·Financial stewardship:

·Using company funds responsibly and ensuring all spending is authorized and aligned with our mission.

• ·Physical security:

·Keeping our offices and equipment safe. This includes badging in, securing sensitive areas, and following hardware safety protocols.

• ·Digital integrity:

·Protecting the intangible assets-like our software licenses and internal data-that allow us to operate effectively.

• ·Prompt reporting:

·For any safety or security concerns, contact gss@zendesk.com, your quick report is a Smart Resolution.

3.33.3 Financial reporting & integrity

·Zendesk is legally required to maintain corporate books and records that accurately and fairly document the transactions and assets of the Company. We do not just "keep the books" - we ensure they tell the honest story of our business.

·We record every transaction - from contracts and invoices to expense reimbursements - with accuracy and honesty. We do not change, omit, or manipulate records to hide improper activities or misrepresent the nature of a transaction. LI The Right Choice:

·Smart Resolution:

·We act as guardians of Zendesk's financial health. If we encounter incorrect record-keeping, false representations, or misappropriation of funds, we report it. By choosing transparency, we resolve potential issues before they can harm the Company's reputation.

·The Zendeskian standard:

·We take pride in our work by being honest about our results. By making the Right Choice to keep accurate records, we provide transparency and trust to all - a Smart Resolution .

·Our standards for accuracy

·To maintain our standing as a high-integrity global leader, every Zendeskian adheres to these requirements:

·· No falsification:

·Falsifying any record - including purchase orders, ledger entries, or expense authorization requests - is illegal and strictly prohibited.

·· Sales integrity:

·We do not falsify leads, opportunities, or sales data. Our growth is built on real impact, not manipulated numbers.

·· Full disclosure:

·We ensure all entries are documented in a timely manner and reflect the true economic reality of the business.

·· Duty to report:

·Accountability is a shared responsibility. Use the Speak Up Channel or notify the Finance or Legal teams if you become aware of fraudulent record-keeping or the misuse of Zendesk assets.

3.43.4 Conflicts of interest

·Zendesk expects you to be loyal to the Company and its mission. We take pride in our work by ensuring that outside personal or family interests do not influence our business decisions. By staying objective, we maintain the confidence of our industry and our fellow Zendeskians.

·LI The Right Choice: We avoid any situation where personal, romantic, or financial interests interfere - or give the appearance of interfering - with the best interests of Zendesk. We use our best judgment to remain professional and objective while performing our work at Zendesk.

·Smart Resolution:

·We disclose all potential or perceived conflicts promptly using the Code of Conduct Disclosure Process. Whether it is an outside job, a board seat, or a relationship with a vendor, we seek guidance to ensure our actions reflect our values and standards.

·The Zendeskian standard:

·We take pride in our work and protect our reputation by choosing transparency. The Right Choice: always disclose potential conflicts to prevent the appearance of partiality.

·Identifying potential conflicts

·A conflict of interest arises when your personal life overlaps with your professional duties in a way that could cloud your judgment. Potentia I conflicts include:

• ·Outside employment & inventions:

·Having a freelance or consulting job, running your own business, or creating external inventions that relate to Zendesk's products or use Zendesk resources.

• ·Relationships:

·Romantic or close personal relationships with a colleague, competitor, customer, vendor, or partner.

·· Financial interests: Conducting business with an entity related to Zendesk's ecosystem where you or your family have a financial stake .

• ·External service: Serving on a Board of Directors or an Advisory Board for

·another organization.

·The "Perception" filter

·At Zendesk, perception matters as much as reality. Even if you believe a personal activity is harmless, ask yourself:

·"Would an outsider think I am acting against the best interests of Zendesk?"

·If the answer is yes, avoid the situation or seek advice using the Code of Conduct Disclosure Process before proceeding. Following the Global Conflict of Interest Policy is how we stay "humbly confident" that our integrity is never in question.

·"Operational integrity means doing what we say we'll do. From sustainability to fair partnerships, we build lasting trust by refusing to cut corners." Chris Donato, President & CRO

4.14.1 Culture & belonging

·At Zendesk, we practice kindness. We advocate for empathy, fairness, and belonging-in the places we live and work, and the world at large. We believe that our "Simple Solutions" are only truly effective when they are built by a team that reflects the diverse world we serve.

·Li The Right Choice: We choose to build a workplace where everyone's identity and perspective are seen, heard, and valued. We treat all Zendeskians with dignity and ensure that employment decisions are handled fairly, consistently, and in compliance with applicable laws and our policies.

·Smart Resolution:

·We act as active allies. We identify and interrupt behaviors that are inconsistent with our values. By modeling inclusive behavior and protecting those who speak up, we ensure that kindness remains the standard, not the exception.

·Our commitment to fairness

·Zendesk is committed to an inclusive global workplace. We do not tolerate unlawful harassment, discrimination, or bullying of any kind. This includes conduct based on any protected characteristic under applicable law.

·Your responsibilities

·To maintain our culture of empathy, every Zendeskian commits to the following:

• ·Integrate fairness:

·Take ownership of identifying and removing hidden obstacles that prevent any qualified team member from performing at their highest potential.

• ·Model inclusion:

·Set the tone for your team by proactively seeking out diverse perspectives.

• ·Interrupt bias:

·When you see actions that contradict our values, have the courage to address them or escalate the concern.

• ·Prohibit retaliation:

·Ensure there is no retaliation against anyone who speaks up. Caring for each other means protecting those who help us stay true to our values.

·Resources for growth

·We are all on a journey of learning. For more information and to sharpen your skills, please:

• ·Complete your required Harassment Prevention Training.
• ·Review our Anti-Discrimination, Anti-Harassment, and AntiBullying Policies on the Employee Help Center.

·The Zendeskian standard:

·We care for each other by ensuring everyone has a seat at the table. By making the Right Choice to be inclusive,we deliver the Smart Resolution of a workplace where every person belongs.

4.24.2 The "Speak Up" policy & anti-retaliation

·At Zendesk, we practice kindness and hold ourselves to the highest standards of integrity. We recognize that we can only achieve Smart Resolutions when we have the courage to address problems early.

·Your responsibility

·You should report concerns about:

• ·Violations of this Code or our internal policies.
• ·Unethical business practices or financial misconduct.
• ·Security or data privacy breaches.
• ·Harassment, discrimination, or threats to workplace safety.

·Li The Right Choice: We choose integrity over silence. When we see security risks, Al bias, or unfair treatment, we act. Speaking up is not just a responsibility - it is how we protect our community. Whether it is a policy violation or a threat to workplace safety, we make the right choice to ensure our values are never compromised.

·Smart Resolution:

·We provide a variety of paths to ensure your voice is heard in the way you feel most secure. Whether you prefer a direct conversation or an official reporting channel, we meet you where you are. Choosing the path that feels most comfortable ensures that every concern finds a smart, timely resolution while protecting those who have the courage to speak up.

·How to seek a smart resolution

·We provide multiple channels to meet you where you are. You can choose the path that feels most comfortable:

·· Your lead:

·Start with your direct manager. They are often best positioned to help find a quick, elegant solution.

• ·People & Places (HR):

·For matters involving workplace conduct, belonging, or interpersonal fairness.

·· Legal Compliance team: For questions regarding law, our Global Whistleblower and Speak Up Policy, or ethics.

• ·Zendesk Speak Up Channel:

·For those who wish to remain anonymous, we provide a 24/7 third-party hotline. This ensures that every Zendeskian, anywhere on the planet, can be heard.

·Our commitment: Zero tolerance for retaliation

·Caring for each other means protecting those who do the right thing. Zendesk strictly prohibits retaliation against any individual who reports a concern in good faith or participates in an investigation.

·Retaliation is any adverse action taken against an employee because they raised a concern or reported a policy violation or potential misconduct in good faith, or participated in an investigation. Retaliation can include termination, demotion, reduced hours, unfavorable assignments, exclusion from meetings or events, subjecting the individual to heightened scrutiny or negative evaluations, denying access to resources necessary for job performance, or any other conduct that would discourage a reasonable person from speaking up.

·Any Zendeskian found engaging in retaliation will face disciplinary action, up to and including termination, in accordance with local law. Protecting our whistleblowers is how we protect the integrity of our mission.

·What happens after you speak up?

11. Acknowledgement:

·We will confirm receipt of your report.

22. Evaluation:

·We investigate with empathy and fairness, respecting the privacy of all involved to the extent possible. All employees must cooperate with Zendesk in any investigation, audit, or review.

33. Resolution:

·We aim for a Smart Resolution - taking corrective action where necessary and learning from the situation to prevent it from happening again.

·The Zendeskian standard:

·We do not just solve tickets for customers; we solve ethical challenges for each other. Silence is a barrier to exceptional service. Your voice is an important safety feature.

4.34.3 Environmental, Social, & Governance (ESG)

·At Zendesk, we believe responsible businesses play a critical role in tackling some of the world's largest challenges. We do not just build software; we build community. Our ethical responsible business practices empower Zendeskians to be their best selves while creating a positive ripple effect across the globe.

·LI The Right Choice: We choose to look beyond our bottom line and advocate for the planet and its people. We integrate ESG principles into our core operations because caring for the world at large is part of our DNA.

·Smart Resolution:

·We turn our values into action through formalized programs designed to reach out to the communities we serve. By aligning our corporate goals with global needs, we ensure that Zendesk's growth contributes to a sustainable and equitable future.

·Our global impact

·To fulfill our mission of powering service for everyone on the planet, we commit to:

• ·Community empowerment: Leveraging our technology and our people to support social

·causes that drive fairness and belonging.

·· Environmental stewardship: Reducing our carbon footprint and making the Right Choice in how we consume resources and manage our global data centers.

• ·Empowering Zendeskians:

·Providing the tools and time for our employees to engage in volunteerism and social advocacy.

• ·Transparency:

·We hold ourselves accountable by documenting our progress. For more information on our specific internal and external initiatives, visit our Global Impact Report.

·The Zendeskian standard:

·We care for each other by caring for the world. By making the Right Choice to be a responsible business, we ensure that Zendesk's legacy is measured not only by the excellence of our products, but by the positive impact we leave on the planet.

·"Customer trust is our business flywheel. To keep it spinning, we must act with integrity in every decision. If you ever have a question about our Code or how to put the customer first, please speak up and ask for help." Shana Simmons, CLO

5.15.1 Following all laws & regulations

·At Zendesk, our global footprint is built on a foundation of trust. We operate in a complex world, but our approach remains simple: we lead with integrity. By honoring the laws of every community where we do business, we protect our people, our customers, and our future. We don't just follow the law because we have to; we follow it because doing the right thing is the only way to build a sustainable, world-class company. Li

·The Right Choice:

·We follow the letter and the spirit of all applicable local, national, and international laws. Compliance is our non-negotiable baseline; we never compromise our legal standing for the sake of speed or quotas.

·Smart Resolution:

·We stay proactive by understanding the legal requirements of our specific roles . Where Zendesk policies are more restrictive than local laws, we choose to follow the higher Zendesk standard to ensure we remain a trusted global leader.

5.25.2 Anti-corruption & Gifts, Meals, Entertainment & Travel (GMET)

·At Zendesk, we build relationships based on the quality of our products and services, not on inappropriate enticements. We have zero tolerance for bribery or corruption in any form. Whether dealing with government officials or private commercial parties, we compete fairly and win on our merits. LI

·The Right Choice:

·We never offer, promise, or accept anything of value to improperly obtain business or gain an unfair advantage. We understand that "anything of value includes gift cards, hospitality, meals, travel, or even charitable donations intended to influence a decision.

·Smart Resolution:

·We use the Code of Conduct Disclosure Process to disclose GMET and, when necessary, obtain preapproval for expenditures that fall outside our standard limits. When in doubt, we politely decline, protecting our professional integrity and Zendesk's global reputation.

·Managing GMET

·"Think before you spend." We follow specific guidelines to ensure our hospitality is reasonable and transparent. You must obtain pre-approval for: GMET exceeding the Country Limit

• ·Any GMET to Government and Public Officials
• ·Any Prohibited GMET, such as cash, gift cards, gift certificates, or any other type of cash equivalent GMET.

·Prohibited corrupt interactions

·We prohibit all improper interactions, whether direct or indirect, which includes:

• ·Quid pro quo: Donating to a cause or hiring a specific person

·suggested by a prospect to secure a deal.

• ·Facilitation payments: Paying to "expedite" government approvals or processes.
• ·Government officials:

·Giving anything of value to political candidates, employees of state-owned companies, or public international organizations without pre-approval.

• ·Commercial bribery: Engaging in corrupt schemes with non-governmental

·individuals. This is a criminal offense globally.

• ·Values-Aligned gifts & hospitality: Be thoughtful with GM ET- it represents Zendesk and

·should reflect our values and protect our reputation. Don't offer or accept anything that's illegal, unsafe, sexually explicit, or could reasonably make someone uncomfortable; when in doubt, submit a Code of Conduct Disclosure.

·The Zendeskian standard:

·By making the Right Choice to refuse improper influence, we ensure our Smart Resolutions are based on what is best for the customer, not what is in it for us.

·Monitoring third parties

·You cannot outsource risk. We do not use third parties to engage in corrupt activities on our behalf. It is your responsibility to monitor the vendors and partners you work with to ensure they represent Zendesk legally and ethically.

·The ethical filter

·Before giving or receiving GMET, ask yourself:

• 11. Would public disclosure embarrass me orZendesk?
• 22. Does this comply with the GMET Policy?
• 33. Would I still receive this if I didn't have decisionmaking authority at Zendesk?

·When in doubt, decline and disclose. You can always turn down GMET- just be sure to disclose it so we can document our high ethical standards in action. For more information, please check our GMET Policy

5.35.3 Trade compliance & sanctions

·As we revolutionize service on a global scale, we must navigate the complex web of international trade laws. Export controls and economic sanctions apply to our products, our people, and the companies we partner with worldwide. These laws are not just about hardware; they govern the information we access and the borders we cross.

·Li The Right Choice: We follow all export controls and economic sanctions that govern the provision of our services globally. We recognize that these laws apply to all Zendeskians, regardless of your citizenship or where you are physically located.

·Smart Resolution:

·We comply by vetting our international transactions and travel. We prioritize the security of the global community by refusing to do business with sanctioned entities or in prohibited regions.

·The Zendeskian standard:

·Our mission is to reach the planet, but we do so with respect for the rules that keep the planet safe. By making the Right Choice in global trade, we ensure our technology remains a force for good in every corner of the world.

·Our global obligations

·To protect Zendesk and ensure we remain a "Good Neighbor" in the global market, every Zendeskian must:

·· Respect borders:

·Follow the local laws and regulations where we operate, which includes being mindful of the data and information you access or carry while traveling across borders.

• ·Vet partnerships:

·Ensure we are not providing services to individuals or companies on restricted party lists.

• ·Secure information:

·Be aware that "exporting" includes sharing technical data or software code with non-U.S. persons, even if the exchange is with a fellow Zendeskian within our own offices or through digital collaboration tools.

• ·Stay informed:

·Laws regarding trade and sanctions change frequently. Visit Zendesk's Global Trade Compliance Resources on the Employee Help Center for the most current information and guidance.

·The travel & trade filter

·Before traveling internationally or engaging with a new global partner, ask yourself:

• 11. Should I access this specific data or software while in this country?
• 22. Has this partner been screened against global sanctions lists?
• 33. Is this transaction compliant with both local laws and Zendesk's global standards?

5.45.4 Political activities & lobbying

·Zendesk encourages Zendeskians to care about the communities where they live and to participate in the causes and political processes about which they are passionate. However, as we strive to reach everyone on the planet, we must ensure our personal passions are kept distinct from our corporate identity to protect our neutrality and compliance.

·LI The Right Choice: We keep our private political actions strictly separate from corporate actions. We choose to participate in political activities on our personal time and with our personal resources, ensuring it is clear we are speaking for ourselves and not for Zendesk.

·Smart Resolution:

·We protect company resources by never using Zendesk technology, funds, or assets for political causes without prior approval. We disclose any plans to campaign or serve in a public or governmental capacity, allowing us to navigate potential conflicts with transparency through the Code of Conduct Disclosure Process.

·The Zendeskian standard:

·We are active citizens of a global community. By making the Right Choice to keep our political activities personal, we ensure that Zendesk remains a trusted, reliable platform for every user on the planet.

·Guidance for personal advocacy

·To remain a "Good Neighbor" and comply with global lobbying and election laws, every Zendeskian commits to:

·· Using Zendesk assets properly:

·You may not use Zendesk technology (including Slack or email), equipment, or office space for personal political activities.

• ·Separating finances:

·Do not use Zendesk funds for political contributions or causes. In many regions, even "in-kind" support (like providing free software to a campaign) is strictly regulated and requires legal clearance.

·· Public service disclosure:

·We take pride in Zendeskians who serve their communities. If you plan to run for office or accept a government appointment, disclose it early via the Code of Conduct Disclosure Process so we can support your transition and manage any professional conflicts.

·· Authorized lobbying only:

·Only specific teams (like Legal) can engage in lobbying or advocacy on behalf of Zendesk. If you are asked to represent the company in a policy discussion, seek approval first.

5.55.5 Records retention & legal holds

·To reach everyone on the planet, we must operate with precision and accountability. This means managing our information responsiblyknowing when to keep records to meet legal requirements and when to dispose of them according to our Data policies and standards.

·Li The Right Choice: We follow Zendesk's document retention policies to ensure our data footprint is organized and compliant. However, when a Legal Hold is issued, we prioritize our legal obligation to preserve records for investigations, claims, or lawsuits above all other standard procedures.

·Smart Resolution:

·We do not guess or make our own determinations about what is relevant. We cooperate fully and immediately with all document requests assuming that all requested information is vital to protecting the company's integrity.

·The Zendeskian standard:

·We lead with service by being accountable for our history. By making the Right Choice to preserve the truth, we ensure a Smart Resolution for Zendesk in any legal or regulatory matter.

·Understanding legal holds

·A Legal Hold is a formal directive to preserve specific information. When a hold is in place, the following rules supersede all other practices:

• ·Preservation over disposal:

·The standard document retention policy does not apply to documents under a Legal Hold. You must suspend the deletion or alteration of any related records immediately.

• ·No alterations:

·Never destroy, conceal, or alter documents subject to a Legal Hold. Doing so can result in severe legal penalties for both you and Zendesk.

• ·Full cooperation:

·If you are notified of a hold, treat it with the highest priority. If you are unsure whether a specific file or email is relevant, assume it is and preserve it.

·Records retention standards

·Outside of Legal Holds, we follow our retention schedules to maintain a "clean house":

• ·Consistency:

·We keep records only as Jong as required for business, legal, or tax purposes.

• ·Security:

·We dispose of outdated records securely to protect the privacy of our customers and Zendeskians.

• ·Inquiry:

·If you have questions regarding how long to keep a specific type of record, or if you encounter a conflict between local laws and company policy, submit a ticket to Legal.

·Code of conduct acknowledgment

·By signing below (or clicking "I Acknowledge"), I certify that:

• ·I have received and read the Zendesk Code of Conduct and commit to the Zendeskian Pledge.
• ·I understand my responsibility for making the Right Choice by complying with this Code and all Zendesk policies that apply to my role.
• ·I am committed to a "Speak Up" culture and understand that if I have questions or witness a concern, I am responsible for seeking a Smart Resolution through my manager, People & Places, or the Speak Up Channel.
• ·I understand that protecting our "Good Neighbors" is a priority and that violations of this Code may result in disciplinary action, up to and including termination.

·Name:

·Date:

·Signature: