1. About these terms
This website is operated by Fusion Communication Systems Limited. GoDesk is the customer-facing brand. These terms apply to use of the website and, where included in your service agreement, GoDesk services. The legal supplier for your service is identified in your order or service agreement. The GoDesk Zoho PhoneBridge application is provided by Fusion Communication Systems Limited.
A separately agreed order, statement of work, service level agreement or data processing agreement governs the matters it specifically covers. These website terms do not replace a signed agreement or change an existing customer contract on their own.
If you accept terms for an organisation, you must have authority to do so. Contact help@godesk.co.ke if you need to confirm the terms applicable to your service.
2. What the service includes
GoDesk provides business telephony, cloud PBX, omnichannel contact centre and connected customer operations capabilities. Depending on your order, these may include messaging, customer records, sales, tickets, quotes, campaigns, surveys, workforce tools, collections, integrations and managed services.
Your agreed scope identifies the modules, users, deployment, voice and messaging connections, implementation, support and any custom work. A website description or demonstration does not mean every module, carrier, integration or customisation is included in every plan.
GoDesk for Zoho and GoDesk for Zendesk complement the relevant third-party systems. Those subscriptions, permissions and platform entitlements remain separate unless your order expressly includes them.
3. Accounts and access
Provide accurate account and contact information, appoint authorised administrators and protect user credentials. Use individual accounts and calling extensions where required. Manage staff access when roles change or someone leaves.
You are responsible for the activities of users you authorise and for telling us promptly about suspected misuse. We remain responsible for our own obligations under the applicable agreement and law.
4. Acceptable use
You must use the service lawfully and within the agreed scope. You must not:
- Send fraudulent, threatening, unlawful or abusive communications, impersonate another person or use unauthorised caller identities.
- Send unauthorised bulk messages or bypass channel consent, opt-out, template or provider requirements.
- Access data or accounts without permission, share another organisation’s credentials, introduce malicious software or disrupt the service.
- Use the service to carry out unlawful collection activity, harassment or inappropriate disclosure of personal or financial information.
Recording, monitoring, outreach and collections must follow the laws and rules applicable to your organisation, recipients and channels. Feature availability does not remove those obligations.
5. Customer data and permissions
You retain ownership of the data you supply. You authorise processing and transmission as needed to deliver the agreed service, follow your instructions and meet applicable obligations. You are responsible for having the rights and lawful basis needed to collect, use, record and share that information.
Agree retention, export, deletion, recording notices and access with us for your deployment. Our privacy policy explains the general handling of information; any customer data processing agreement provides the contractual detail.
6. Carriers, integrations and third-party services
Telephony, SIP providers, WhatsApp and other messaging services, CRM and helpdesk platforms, hosting and internet connections can affect the service. You must have the necessary subscriptions, licences, permissions and compatible equipment for the agreed setup.
Bring-your-own SIP, existing PBX connections and on-premise lines require a compatibility and routing review. An in-country GoDesk deployment does not relocate the data held by other providers.
Third-party providers apply their own terms, limits, pricing and availability. We are not their operator, but remain responsible for the GoDesk delivery and support obligations we agree with you. We will identify the relevant responsibilities during implementation.
Business calling does not automatically provide an emergency calling service. Confirm emergency calling arrangements, geographic coverage and any required fallback with your voice provider before relying on a line for that purpose.
7. Fees and payment
Fees, billing periods, taxes, usage charges, payment dates and any renewal, cancellation or refund terms are set out in your quotation or service agreement. Platform, connectivity, call or message usage, implementation, hosting and custom work may be charged separately.
Pay the agreed charges on time and raise billing questions promptly. Non-payment may lead to suspension or termination according to the agreed terms and applicable law. These website terms do not introduce an automatic renewal, cancellation period or refund rule that is absent from your agreement.
8. Availability and support
We aim to provide a reliable service. Maintenance, upgrades, network faults, customer equipment and third-party services may affect availability. Any uptime commitment, maintenance notice, response time or service credit must be agreed in the relevant service level arrangement.
Support hours, channels, implementation responsibilities and escalations are agreed for your service. No fixed response time or uninterrupted availability is promised solely by this website.
9. Software and other rights
GoDesk software, branding and website material are owned by their respective rights holders. Your service agreement gives you the relevant right to use the service; it does not transfer ownership of the platform. Third-party names and trademarks belong to their owners.
Rights to custom development, integration work and reusable components should be specified in the applicable statement of work. We do not claim ownership of your customer data.
10. Suspension and termination
Access may be restricted where necessary to address a serious security risk, unlawful use, breach of the applicable agreement or unpaid charges. Any suspension or termination must follow the applicable agreement and law. Where appropriate and feasible, we will explain the reason and how the issue can be resolved.
Cancellation, notice, outstanding charges and the handling of customer data follow your service agreement. Arrange any needed export and replacement communication service before ending access. Disconnecting a Zoho or Zendesk integration does not itself cancel your GoDesk subscription or erase all retained data.
11. Liability
Responsibility and any agreed liability limits are set out in your service agreement. To the extent permitted by applicable law, indirect or consequential losses, such as lost business opportunities, may be excluded under those terms.
No exclusion in these website terms removes a responsibility that cannot lawfully be excluded, or excuses our failure to meet the obligations we have agreed. Third-party involvement does not by itself remove our responsibility for the GoDesk work within our agreed scope.
12. Changes to services or terms
We may revise website information and these terms. The date at the top identifies the current version. Changes to an existing customer’s contracted service or commercial terms must follow the change process in that agreement and applicable notice requirements.
Where acceptance of revised terms is required, it should be obtained through the appropriate process. Publication here does not silently rewrite a separately agreed contract.
13. Governing law and contact
These terms are governed by the laws of Kenya, subject to any applicable mandatory legal protections and the governing terms of your service agreement. Contact us first if you have a service or contractual concern so we can seek a resolution through the agreed support or dispute process. This does not restrict rights or remedies available under applicable law.
Questions about these terms: Fusion Communication Systems Limited, help@godesk.co.ke.