THE SAASY PEOPLE LTD

Zendesk - Licenses (All Products & Plans)

As a Gold Zendesk partner, we provide seamless procurement and management of Zendesk licenses, including Zendesk AI Agent Resolution credits and Zendesk Copilot licenses.

Our service includes complete subscription management, renewal handling, and immediate access to the platform.

Features

• Zendesk Licenses
• Zendesk Implementation
• Zendesk Procurement

Benefits

• Eliminate Unnecessary Spend
• Accelerate Time-to-Value
• Increase Efficiency

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at hello@thesaasypeople.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

833837187001645

Contact

Reece Couchman
01213129919
hello@thesaasypeople.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
  • Contact centre
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: None
• System requirements:
  • A modern web browser (Chrome, Edge, Firefox, Safari)
  • Sufficient RAM (8GB+)
  • Stable internet connection

User support

• Email or online ticketing support: Yes
• Support response times: Within 1 business day.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AAA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AAA
• Web chat accessibility testing: Full testing completed via Zendesk.
• Onsite support: Yes, at extra cost
• Support levels: We provide one support level for all Zendesk customers, along with an Account Manager.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Zendesk provides a Service Level Agreement (SLA) targeting 99.9% availability for its core services (Support, Chat, Talk, Guide) during each calendar month.; ; Service Credits - If the Service Availability falls below 99.9% in a given month, subscribers on qualifying plans (e.g., Suite Enterprise or Premier Support) are eligible for Service Credits calculated as a percentage of the monthly subscription fee:; ; < 99.9% availability: Eligible for credit (terms vary by specific plan).
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Full export is available via the Admin panel.
• End-of-contract process: Full self-serve export of data and decomissioning of account.
• Documentation accessibility standard: WCAG 2.2 AAA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: No
• User support accessibility: WCAG 2.2 AAA
• API: Yes
• What users can and can't do using the API: Full API documentation can be found via https://developer.zendesk.com/api-reference/
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Full customisation is possible, see https://www.zendesk.co.uk/enterprise/customize-your-support/

Scaling

• Independence of resources: Pod Architecture - Zendesk uses a "Pod" architecture—self-contained units of application and database servers. Tenants are assigned to specific Pods, ensuring that traffic spikes or incidents in one Pod do not impact customers in others.; ; Sharding & Autoscaling - Data is distributed across database shards. Zendesk can isolate "noisy neighbours" to dedicated shards or rebalance them to protect performance for other users. Additionally, AWS infrastructure automatically scales compute resources to meet demand.; ; Rate Limiting - Strict API rate limits are enforced to prevent single integrations from monopolising shared resources.

Analytics

• Service usage metrics: Yes
• Metrics types: Zendesk provides comprehensive service usage and performance metrics via the Zendesk Explore reporting tool and the Admin Center.; ; Service Consumption; ; Agent Seats: Real-time tracking of assigned licenses against your subscription limit.; ; Storage: Usage monitoring for file and data storage allowances.; ; API Usage: Tracking of API calls against rate limits to prevent overages.; ; Operational Performance; ; Volume: Total tickets created, solved, and backlog trends.; ; Speed: Metrics for First Reply Time, Full Resolution Time, and requester wait time.; ; Quality: Customer Satisfaction (CSAT) scores and SLA breach rates.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Zendesk

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Degaussing
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Please see https://support.zendesk.com/hc/en-us/articles/4408886165402-Exporting-ticket-user-or-organization-data-from-your-account
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Component Tracking - Zendesk employs a rigorous Software Development Life Cycle (SDLC). All code and configuration changes are tracked via version control systems (Git) from initial development through to production deployment. This ensures full traceability of every system component throughout its lifetime.; ; Security Assessment - All changes undergo mandatory peer code review and automated testing before merging. The CI/CD pipeline includes embedded security scanning (SAST/DAST) to detect vulnerabilities early. Zendesk adheres to industry standards (specifically OWASP Top 10), ensuring that every update is assessed for potential security impact prior to release.
• Approach to resilience: Zendesk provides a Service Level Agreement (SLA) targeting 99.9% availability for its core services (Support, Chat, Talk, Guide) during each calendar month.; ; Service Credits - If the Service Availability falls below 99.9% in a given month, subscribers on qualifying plans are eligible for Service Credits calculated as a percentage of the monthly subscription fee:; ; < 99.9% availability: Eligible for credit (amount varies by specific plan and severity).
• Outage reporting: Published via https://status.zendesk.com/

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Management Interfaces - Zendesk secures access via Single Sign-On (SSO) (supporting SAML, Google, Okta) and enforces Two-Factor Authentication (2FA). Role-Based Access Control (RBAC) limits user privileges (e.g., Administrator, Agent, Light Agent) to ensure users only access necessary features. Enterprise plans allow IP Restrictions to limit access to trusted networks.; ; Support Channels - Authentication is required to manage support tickets. Internally, Zendesk restricts employee access to customer data based on Least Privilege, requiring managerial approval and strict logging.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Full ISO27001 compliance and auditing.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Component Tracking - Zendesk employs a rigorous Software Development Life Cycle (SDLC). All code and configuration changes are tracked via version control systems (Git) from initial development through to production deployment. This ensures full traceability of every system component.; ; Security Assessment - All changes undergo mandatory peer code review and automated testing before merging. The CI/CD pipeline includes embedded security scanning (SAST/DAST) to detect vulnerabilities early. Zendesk adheres to industry standards (like OWASP), ensuring every update is assessed for security impact prior to release.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Threat Assessment - Zendesk utilises a multi-layered assessment strategy including daily automated vulnerability scans and regular third-party penetration testing. They also operate a public Bug Bounty program (via Bugcrowd) to incentivise ethical hackers to identify and report external threats.; ; Patching Timelines - Vulnerabilities are prioritised based on severity (CVSS score). Critical patches are developed and deployed rapidly via the automated CI/CD pipeline, often within hours of verification.; ; Information Sources - Intelligence is gathered from CVE databases, internal automated scans, and reports from the external security research community.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Identification - Zendesk employs a centralised Security Information and Event Management (SIEM) system that aggregates logs from WAFs, load balancers, and application servers. Automated rules detect anomalies, such as unauthorised access attempts or traffic spikes, in real-time.; ; Response - Upon detection, the Security Incident Response Team (SIRT) is automatically alerted. They follow pre-defined playbooks to contain the threat (e.g., blocking malicious IPs).; ; Timelines - Automated defences block common attacks instantly. The SIRT operates 24/7 to investigate and resolve complex security alerts immediately.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Pre-defined Processes - Zendesk maintains a formal Incident Management Framework with specific procedures for various scenarios (e.g., service outages, security breaches). This ensures a consistent, rapid response.; ; User Reporting - Users report issues via the Zendesk Help Center or support tickets. System-wide issues are communicated via the public status page (status.zendesk.com).; ; Incident Reports - Real-time updates are provided on the status page. For significant incidents, Post-Mortem or Root Cause Analysis (RCA) reports are available to Enterprise customers upon request after resolution.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Trials of each license version can be provisioned upon request; the relevant features relating to the plan will be available. All trials are limited to 14 days.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 5%
• Between £500,001 and £1,000,000: 7.5%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 12.5%
• Over £5,000,001: 15%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: ALIGN
• ISO/IEC 27001 accreditation date: Thursday 26 June 2025
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 9ee71b19-a883-4d18-8a31-26645a3c0cfe
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Measures for making facilities used in the delivery of the contract available for community groups, education or training
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Introducing transparency to pay and reward processes
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Understanding of issues relating to entering the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at hello@thesaasypeople.com. Tell them what format you need. It will help if you say what assistive technology you use.