Published 11 September 2026. Version 1.0. Contractual terms take effect through the applicable agreement mechanism.
1. Provider and scope
These Terms govern use of Triage Helper (the Product), published by Will Perry trading as PezTech Software, a sole trader in the United Kingdom (the Provider).
Provider contact: support@peztechsoftware.co.uk Website: https://peztechsoftware.co.uk Correspondence and legal-notice address: [The Bristol Office, 2nd Floor, 5 High Street, Westbury-on-Trym, Bristol, BS9 3BY, England].
The customer organisation obtaining or using the Product is the Customer. These are the Provider's app terms for the Freshworks Marketplace. They are separate from the terms between the Customer and Freshworks and from the terms between the Provider and Freshworks.
The contractual Effective Date is the date these Terms are accepted or otherwise become binding through the applicable Marketplace, order or other documented agreement mechanism. The publication/version date does not itself create a contract.
The Privacy Notice and Support Policy form part of the Product documentation. Where the Provider processes Customer Personal Data, the Customer DPA is incorporated into and forms part of the Agreement. The DPA controls to the extent of any conflict concerning Customer Personal Data or data-protection matters.
2. What the Product does
Triage Helper is read-only decision-support software for Freshservice supervisors. It reviews Open and Pending tickets across configured workspaces within the signed-in agent's access, showing unassigned work, evidenced requester waiting and stale agent follow-ups.
Freshservice remains the system of record. Triage Helper does not reply, send reminders, create notes, reassign, reprioritise, change status or close tickets. Calendar-hour thresholds are not business-hours calculations. Incomplete evidence, scan limits and stale snapshots are disclosed. Original-request authorship and scheduled follow-ups are not verified. The Product does not guarantee that a recommendation is objectively correct for every organisation, that an SLA will be met, or that any ticket should receive a particular operational action. The Customer and its users remain responsible for ticket handling and decisions.
3. Licence
Subject to these Terms, payment of applicable Marketplace fees and continued authorised access to Freshservice, the Provider grants the Customer a limited, non-exclusive, non-transferable and non-sublicensable right during the applicable subscription or evaluation period to use the Product for the Customer's internal business purposes.
The Customer must not resell, lease, distribute or make the Product available as a separate service; attempt to obtain non-public source code or bypass technical limits; remove proprietary notices; or use the Product unlawfully. Mandatory rights to inspect or interoperate under applicable law are unaffected.
4. Customer responsibilities
The Customer is responsible for:
- ensuring that it and its users are authorised to access and process the Freshservice data used with the Product;
- maintaining its Freshservice account, user access and lawful data-processing instructions;
- deliberately configuring permitted workspace IDs and calendar-hour waiting/stale thresholds;
- reviewing recommendations under its own operational procedures;
- ticket handling, assignment, priority, status, communications, SLA management and all actions taken after using a recommendation;
- maintaining appropriate Freshservice configuration and business-continuity arrangements; and
- not sending credentials, tokens or unnecessary ticket or conversation content to support.
Unmapped, incomplete, partial or stale results must not be treated as a definitive statement that no other work needs attention.
5. Freshworks and other dependencies
The Product depends on Freshservice, Freshworks Marketplace, Freshworks-hosted app services, OAuth authorisation, supported browsers and applicable platform limits. Freshworks is an independent third party and is not controlled by the Provider. The Provider does not warrant Freshworks availability, unchanged APIs, uninterrupted platform operation, storage location, backup lifecycle, uninstall deletion or OAuth revocation. Freshworks terms and the Customer's Freshworks agreement continue to apply independently.
6. Fees, trial and billing
Triage Helper is offered as a paid Agent Per Month app. The price, supported currencies, taxes, subscription period and any trial shown in the Freshworks Marketplace or applicable order at the time of purchase control those commercial details.
Freshworks acts as the Marketplace billing and collection intermediary under its applicable terms. Cancellation, uninstall, renewal, payment and any refund or credit are handled through the applicable Marketplace process and mandatory law. The Provider does not promise a refund outside that process unless expressly agreed in writing.
7. Intellectual property
The Provider and its licensors retain all intellectual-property rights in the Product, its documentation, branding and original materials. The Customer retains its rights in Customer data and Freshservice configuration. No rights are granted except the limited licence in these Terms.
If a third party claims that authorised use of the unmodified Product infringes its intellectual-property rights, the Customer must notify the Provider promptly and provide reasonable cooperation. The Provider may control the defence and may modify or replace the affected Product or end the affected licence and arrange an appropriate Marketplace credit where available. This obligation does not apply to Customer modifications, unauthorised use, or combinations not supplied or required by the Provider, and remains subject to section 12.
8. Support
Product support is provided through support@peztechsoftware.co.uk and the Triage Helper Support Policy.
We aim to respond to support enquiries within two business days. This is a response target, not a guaranteed service level. No fixed support hours or resolution SLA are promised. Freshworks programme obligations applicable to the Provider operate separately and do not enlarge these customer-facing commitments unless expressly stated.
9. Privacy, data processing and security
Where PezTech Software processes personal data on behalf of the Customer in providing Triage Helper, PezTech Software acts as the Customer's processor under the Customer DPA. Freshworks separately provides the Freshservice platform and processes data under the Customer's agreement with Freshworks. PezTech Software does not describe itself as a Freshworks sub-processor unless Freshworks confirms that contractual relationship applies.
The Privacy Notice explains Product data handling and the Provider's separate controller activities.
The Product uses the three documented read-only Freshservice scopes. It has no PezTech-operated application backend or external analytics service receiving ticket data. Reasonable technical and organisational safeguards are used, but absolute security is not guaranteed.
10. Confidentiality
Confidential Information means information disclosed by or on behalf of one party to the other in connection with the Product or Agreement that is identified as confidential or that a reasonable person should understand to be confidential given its nature and the circumstances of disclosure. Customer Personal Data is the Customer's Confidential Information.
Each party will protect the other party's Confidential Information from unauthorised use, access or disclosure using the same degree of care it uses for its own similar confidential information and no less than reasonable care. The receiving party may use Confidential Information only to exercise its rights and perform its obligations under the Agreement, and may disclose it only to personnel, contractors, service providers and professional advisers who need to know it for those purposes and are bound by appropriate confidentiality obligations. Any disclosure or processing of Customer Personal Data is additionally subject to the Customer DPA.
Confidential Information does not include information that the receiving party can demonstrate is or becomes public without breach of the Agreement, was already lawfully known without a confidentiality obligation, is received lawfully from a third party without a confidentiality obligation, or is independently developed without use of the disclosing party's Confidential Information.
The receiving party may disclose Confidential Information where required by law, court or competent authority, but only to the extent required and, where legally permitted, after giving reasonable prior notice and cooperation so the disclosing party may seek protective treatment at its own cost.
These confidentiality obligations continue after termination for as long as the information remains confidential. Customer Personal Data also remains subject to the Customer DPA and applicable data-protection law.
11. Warranty and disclaimers
The Provider will exercise reasonable care and skill and intends the Product to perform materially in accordance with its current documentation.
To the extent permitted by law, the Product is otherwise supplied without any promise that it will be uninterrupted, error-free, available at a particular time, suitable for every workflow or configuration, or unaffected by Freshworks changes. Recommendations, partial results and conversation evidence require human review.
Nothing in these Terms excludes statutory rights or warranties that cannot lawfully be excluded.
12. Liability
The Provider's total aggregate contractual liability arising from or connected with the Product is limited to the greater of:
- £100; and
- the fees paid or payable for the Product during the 12 months immediately preceding the first event giving rise to the claim.
This General Cap applies to ordinary contractual claims, contractual privacy/security claims and the intellectual-property obligation in section 7, to the extent legally permitted. To the extent permitted by law, neither party is liable for indirect or consequential loss, loss of profit, revenue, anticipated savings, goodwill or business opportunity, or loss caused by the other party's failure to maintain appropriate systems, access or data.
Nothing limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be limited. Statutory data-protection rights, direct obligations and regulator powers are not displaced. Any limitation remains subject to applicable law and reasonableness requirements.
13. Suspension, termination and data lifecycle
The Customer may stop using and uninstall the Product through supported Freshworks processes, subject to the Marketplace billing terms.
The Provider may suspend or terminate access where reasonably necessary for a material breach, non-payment, security or legal risk, platform removal or discontinuation. Where practicable and lawful, the Provider will give reasonable notice and an opportunity to remedy a remediable breach.
On termination, the licence ends. Provisions intended to survive continue, including intellectual property, confidentiality, liability, accrued payment and data-protection obligations. Data return, deletion and retention follow the DPA, the Product's available platform controls and applicable Freshworks processes; no immediate platform-deletion or backup-deletion promise is made.
14. Updates and changes
The Provider may update the Product and its documentation for security, compatibility, legal compliance and product maintenance. Material Product changes remain subject to applicable Freshworks review.
The Provider may update these Terms prospectively. The version presented through the applicable Marketplace or documented agreement mechanism governs the relevant order or use. Changes do not automatically rewrite an existing agreement where applicable law or the governing mechanism requires further notice or acceptance.
15. Governing law and courts
These Terms and any non-contractual obligations arising from them are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, subject to any mandatory rights that apply.
16. Notices
Legal notices to the Provider must be sent to the email and correspondence address in section 1. Operational support requests should use the Support Policy. A notice is effective only when received, unless applicable law requires otherwise.