Terms of Service

Last updated: Agust 2025

Agreement to Terms

Welcome to OnDesk. These Terms of Service ("Terms") govern your use of our helpdesk and customer support platform located at https://ondesk.co.tz/ (the "Service") operated by OnDesk ("us", "we", or "our").

By accessing or using our Service, you agree to be bound by these Terms. If you disagree with any part of these terms, then you may not access the Service.

Service Description

OnDesk provides a comprehensive helpdesk and customer support platform that includes:

  • Ticket Management: Create, track, assign, and resolve customer support tickets
  • Multi-Channel Support: Integration with WhatsApp, Facebook, Instagram, and email
  • Agent Management: Tools for managing support agents, teams, and workloads
  • Automation: Automated ticket assignment, escalation, and notification systems
  • Reporting: Analytics and performance reports for support operations
  • Customer Portal: Self-service options for customers and users

User Accounts

Account Creation

  • You must provide accurate and complete information when creating an account
  • You are responsible for maintaining the security of your account credentials
  • You must notify us immediately of any unauthorized use of your account
  • You may not share your account with others or allow others to access your account

User Roles and Permissions

  • Administrators: Full system access and configuration rights
  • Helpdesk Managers: Team management and reporting access
  • Helpdesk Agents: Ticket handling and customer interaction rights
  • Users: Basic access to submit and track tickets

Acceptable Use Policy

You agree not to use the Service to:

  • Violate any applicable laws or regulations
  • Transmit harmful, offensive, or inappropriate content
  • Attempt to gain unauthorized access to our systems
  • Interfere with or disrupt the Service or servers
  • Use the Service for spam or unsolicited communications
  • Upload malicious software or harmful code
  • Impersonate others or provide false information
  • Violate the privacy or rights of others

Data and Privacy

  • Your use of the Service is also governed by our Privacy Policy
  • You retain ownership of your data and content
  • You grant us permission to process your data to provide the Service
  • We implement security measures to protect your data
  • You are responsible for backing up your important data
  • We may aggregate and anonymize data for analytics and improvement purposes

Third-Party Integrations

Our Service integrates with various third-party platforms:

  • Social Media Platforms: WhatsApp, Facebook, Instagram
  • Communication Services: Email providers and messaging services
  • Analytics Tools: Performance monitoring and reporting tools

Your use of these integrations is subject to their respective terms of service and privacy policies. We are not responsible for the practices or policies of third-party services.

Service Availability

  • We strive to maintain high service availability but cannot guarantee 100% uptime
  • Scheduled maintenance will be announced in advance when possible
  • We may temporarily suspend the Service for maintenance or security reasons
  • We are not liable for any downtime or service interruptions

Intellectual Property

  • The Service and its content are protected by copyright and other intellectual property laws
  • You may not copy, modify, or distribute our proprietary content
  • You retain rights to your own content and data
  • You grant us a license to use your content to provide the Service

Limitation of Liability

To the maximum extent permitted by law:

  • We provide the Service "as is" without warranties of any kind
  • We are not liable for any indirect, incidental, or consequential damages
  • Our total liability is limited to the amount you paid for the Service
  • We are not responsible for third-party content or services

Termination

  • You may terminate your account at any time
  • We may suspend or terminate your access for violations of these Terms
  • Upon termination, your right to use the Service ceases immediately
  • We may retain certain data as required by law or for legitimate business purposes

Governing Law

These Terms are governed by and construed in accordance with the laws of Tanzania. Any disputes arising from these Terms or your use of the Service will be subject to the jurisdiction of the courts of Tanzania.

Changes to Terms

We reserve the right to modify these Terms at any time. We will notify you of any changes by posting the new Terms on this page and updating the "Last updated" date. Your continued use of the Service after any changes constitutes acceptance of the new Terms.

Contact Us

If you have any questions about these Terms of Service, please contact us: