Terms of service — found from the homepage — Tiledesk

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• Entity Report an error

  “Tiledesk is a company incorporated under Italian law, with registered office at Soleto Lecce, street Fratelli Bandiera 17, Italy, VAT number 05103590757.”

• Terms version Report an error

  “TILEDESK GENERAL TERMS AND CONDITIONS Version: October 2026”

• Governing law Report an error

  “This Agreement shall be governed by Italian law and applicable European Union law.”

• Jurisdiction Report an error

  “Unless otherwise agreed or required by mandatory law, the courts of Lecce, Italy, shall have exclusive jurisdiction over disputes arising from this Agreement.”

• B2b scope Report an error

  “This Agreement is primarily intended for business customers and professional users (B2B).”

• DPA Report an error

  “Where Tiledesk processes personal data on behalf of Customer, the parties’ respective obligations shall be governed by the applicable Data Processing Agreement (“DPA”) pursuant to Article 28 GDPR.”

• GDPR Report an error

  “Personal data processing shall comply with applicable data protection legislation, including the GDPR.”

• Privacy policy URL Report an error

  “The processing of personal data for Tiledesk’s own purposes is described in its Privacy Policy, available at: https://tiledesk.com/privacy-html/”

• Referenced regulations Report an error

  “Laws and regulations applicable to the relevant Services and their use, including Regulation (EU) 2016/679 (“GDPR”), Regulation (EU) 2022/2065 (“Digital Services Act” or “DSA”) and Regulation (EU) 2024/1689 (“AI Act”), where applicable.”

• AI transparency Report an error

  “In accordance with Article 50(1) of Regulation (EU) 2024/1689, where applicable, Tiledesk shall ensure that AI systems for which it qualifies as provider and which are intended to interact directly with natural persons are designed and developed so that the individuals concerned are informed that they are interacting with an AI system”

• Dsa notice action Report an error

  “To the extent that Tiledesk provides hosting services within the meaning of Regulation (EU) 2022/2065, this Section applies to the relevant services and information.”

• No AI training customer data Report an error

  “Tiledesk shall not use identifiable Customer Data to train its own general-purpose AI models or authorise third parties to do so unless expressly permitted by the applicable contractual arrangements and law.”

• Export on termination Report an error

  “Customer is responsible for exporting its data before expiry or termination through the available functionality.”

• Deletion after termination Report an error

  “Tiledesk may delete or anonymise Customer Data following termination in accordance with the applicable DPA, documented retention periods and legal obligations.”

• Retention obligation Report an error

  “Tiledesk shall have no obligation to retain Customer Data beyond the agreed retention period, subject to applicable law and contractual commitments.”

• Allowed Report an error

  “Tiledesk may engage subprocessors in accordance with the applicable DPA and legal requirements.”

• Deployment options Report an error

  “Cloud-hosted, self-managed and on-premises deployment options.”

• Platform capability Report an error

  “Tiledesk provides a software platform enabling Customers to design, configure, deploy and manage digital communication services, AI Agents and automated business processes.”

• AI agents Report an error

  “AI Agents and conversational assistants;”

• Workflow design Report an error

  “Visual and natural-language workflow design;”

• Rag knowledge bases Report an error

  “Knowledge bases and retrieval-augmented generation (RAG);”

• Llm integration Report an error

  “Integration with large language models and other AI technologies;”

• Multichannel Report an error

  “Multichannel communications, including web chat, messaging applications, email and voice;”

• Analytics Report an error

  “Analytics, monitoring and reporting;”

• API webhook mcp Report an error

  “API, webhook and Model Context Protocol (MCP) integrations;”

• Opensource components Report an error

  “Certain components of Tiledesk may be distributed under open-source licences.”

• VAT exclusive Report an error

  “All fees are exclusive of VAT, sales taxes and other applicable taxes unless expressly stated otherwise.”

• Non cancellable commitment Report an error

  “paid subscription commitments are non-cancellable during the agreed Subscription Term, and Customer remains responsible for all fees payable for that term.”

• Auto renewal annual Report an error

  “annual subscriptions shall automatically renew for successive twelve-month periods unless either party gives notice of non-renewal at least thirty (30) days before expiry.”

• Auto renewal monthly Report an error

  “Monthly subscriptions shall renew for successive monthly periods until cancelled through an available cancellation mechanism or other contractually permitted means.”

• Usage overage Report an error

  “Usage exceeding the limits included in the applicable subscription may be subject to additional charges or technical restrictions”

• Suspension nonpayment days Report an error

  “Where payment remains outstanding for fifteen (15) days after its due date, Tiledesk may suspend the affected Services until all overdue amounts are paid in full.”

• Free tier governed Report an error

  “This Agreement governs both paid and free Services, including trial subscriptions, unless otherwise expressly stated.”

• SLA conditional Report an error

  “Specific uptime commitments, service credits, support response times and remedies shall apply only where expressly included in the relevant subscription, SLA or Order Form.”

• No default uptime guarantee Report an error

  “Except where expressly provided in an applicable Service Level Agreement or Order Form, Tiledesk does not guarantee uninterrupted or error-free availability of the Services.”

• Modified software Report an error

  “Unless expressly agreed in writing, Tiledesk is not required to provide support, maintenance, bug fixes or compatibility guarantees for Customer-modified versions of the software.”

• Self connected third party Report an error

  “Where Customer independently connects a third-party service using its own credentials or API keys, Customer remains responsible for the related contractual conditions, permissions, expenses and configuration.”

• Liability cap Report an error

  “Tiledesk’s aggregate contractual liability arising out of or in connection with the Services shall not exceed the total fees actually paid by Customer to Tiledesk for the specific affected Service during the twelve (12) months immediately preceding the event giving rise to the claim.”

• Ip indemnity Report an error

  “Tiledesk shall defend Customer against third-party claims alleging that Tiledesk’s unmodified proprietary Services, when used as expressly authorised, infringe enforceable third-party intellectual property rights.”

• Warranty Report an error

  “Tiledesk warrants that paid Services will operate in substantial conformity with their applicable Documentation during the Subscription Term.”

• Confidentiality duration Report an error

  “The confidentiality obligations shall remain in force for three (3) years following termination”

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• The Agent Advocate Ticketing, queues & SLA
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• The Agent Advocate Customer data protection
• The Agent Advocate European sovereignty
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• The Integrator Integrations & API
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• The Skeptic Ticketing, queues & SLA
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• The Support Lead Ticketing, queues & SLA
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• The Support Lead European sovereignty
• The Support Lead Pricing transparency