These Terms of Service ("Terms") govern your access to and use of the RoutIQ application and services (the "Service"). By installing, accessing, or using the Service, you ("Customer", "you") agree to these Terms. If you are entering into these Terms on behalf of an organization, you represent that you have authority to bind that organization.
RoutIQ is an AI-assisted ticket-routing tool that integrates with Zendesk to classify incoming tickets and recommend or apply agent assignments based on configurable routing policies and agent-scoring profiles. The Service is currently offered as an early-access / private-beta product and is provided on an evolving basis.
You must be at least 18 years old and able to form a binding contract to use the Service. You are responsible for maintaining the confidentiality of your credentials, including administrator sign-in and the sidebar connection token, and for all activity that occurs under your workspace.
The Service requires you to connect your own Zendesk account by providing a Zendesk subdomain and API token (or OAuth credential). You represent that you are authorized to connect that Zendesk account and to allow RoutIQ to read ticket data from and write assignments to it. You are responsible for configuring routing policies appropriately and for reviewing automated assignments. You retain full control of your Zendesk account and may disconnect at any time.
You agree not to: (a) use the Service in violation of any law or third-party rights, including Zendesk's own terms; (b) attempt to gain unauthorized access to the Service or other customers' data; (c) interfere with or disrupt the integrity or performance of the Service; (d) reverse engineer or resell the Service except as permitted by law; or (e) use the Service to process data you are not authorized to process.
When AI-assisted routing is enabled, ticket text may be sent to third-party AI providers to return a classification. Classifications and automated assignments are recommendations generated by software and may be imperfect. You are responsible for the final routing outcomes in your Zendesk account and should apply human review where appropriate. RoutIQ does not guarantee the accuracy of any classification or assignment.
The Service may be offered with a free trial period followed by a paid subscription. Fees, billing cycles, and trial terms are presented at sign-up or in the billing section of the Service. Payments are processed by our payment processor (Razorpay). Unless required by law, fees are non-refundable once a billing period has begun. We may change pricing on prospective notice.
We aim to keep the Service available and reliable but do not guarantee uninterrupted or error-free operation. As an early-access product, the Service may change, and features may be added, modified, or removed. We may perform maintenance that temporarily limits availability.
Our handling of data is described in our Privacy Policy, which is incorporated into these Terms. You are responsible for ensuring that your use of the Service, including the ticket data you allow it to process, complies with applicable data-protection laws and your own agreements with your end users.
RoutIQ and all associated software, designs, and content are owned by Proj11 Labs LLP and are protected by applicable laws. These Terms grant you a limited, non-exclusive, non-transferable right to use the Service during your subscription. Data you provide, and data derived from your Zendesk account, remain yours.
The Service is provided "as is" and "as available", without warranties of any kind, whether express or implied, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement, to the maximum extent permitted by law.
To the maximum extent permitted by law, RoutIQ and Proj11 Labs LLP will not be liable for any indirect, incidental, special, consequential, or punitive damages, or for lost profits, revenues, data, or goodwill, arising out of or relating to your use of the Service. Our total aggregate liability for any claim relating to the Service will not exceed the amounts you paid to us for the Service in the three months preceding the event giving rise to the claim.
You may stop using and disconnect the Service at any time. We may suspend or terminate access if you breach these Terms, if required for security or legal reasons, or if we discontinue the Service. On termination, your right to use the Service ends and we will handle your data as described in the Privacy Policy.
We may update these Terms from time to time. Material changes will be reflected by updating the "Last updated" date above and, where appropriate, by notifying workspace administrators. Continued use of the Service after changes take effect constitutes acceptance.
These Terms are governed by the laws of India, and the courts located in Hyderabad, Telangana shall have exclusive jurisdiction, without regard to conflict-of-laws principles, except where mandatory local law provides otherwise.
Questions about these Terms:
Proj11 Labs LLP — hello@proj11.com