---
title: "Service Description | ThriveDesk"
canonical: "https://www.thrivedesk.com/legal/service-description/"
author: ThriveDesk
description: Service Description for ThriveDesk customers and site visitors.
categories: [legal]
---

# Service Description

Last updated: 6 October 2026

This page describes the ThriveDesk service that our [Terms & Conditions](https://www.thrivedesk.com/legal/terms/) and [Subscription Agreement](https://www.thrivedesk.com/legal/subscription-agreement/) refer to. Which parts you get depends on your plan, listed on our [pricing page](https://www.thrivedesk.com/pricing/).

## 1. What ThriveDesk is

ThriveDesk is customer support software delivered over the web. Teams use it to answer customers across email, live chat and other channels, publish a self-serve help center, and let an AI agent handle routine questions. We run and update it for you; there's nothing to install on your servers, apart from our optional WordPress plugin.

## 2. What's included

### Shared inbox

One place for every customer conversation, with assignment, private notes, mentions, tags, saved replies and automation rules. See [Shared Inbox](https://www.thrivedesk.com/shared-inbox/).

### Channels

Email, live chat, WhatsApp, Messenger and the other channels listed under [Channels](https://www.thrivedesk.com/channels/email/). Third-party channels depend on the provider's own service and policies.

### Live chat

A chat widget for your website or app. See [Live Chat](https://www.thrivedesk.com/live-chat/).

### Help center

A knowledge base hosted by ThriveDesk or inside your own WordPress site. See [Help Center](https://www.thrivedesk.com/features/help-center/).

### Neo, the AI agent

Answers customers and drafts replies from the sources you train it on, and hands conversations to your team by the rules you set. See [AI training](https://www.thrivedesk.com/ai/training/).

### Reporting

Built-in reports, custom dashboards and exports. See [Analytics](https://www.thrivedesk.com/features/analytics/).

### Integrations, API and MCP

Connections to ecommerce, billing and other tools, a developer API, and an MCP server for AI clients. See [Integrations](https://www.thrivedesk.com/integrations/) and the [API Terms](https://www.thrivedesk.com/legal/api-terms/).

## 3. Hosting and data location

ThriveDesk runs on the infrastructure listed on our [Subprocessors](https://www.thrivedesk.com/legal/subprocessors/) page. All ThriveDesk servers are in the United States. Our security practices are described in the [Security Overview](https://www.thrivedesk.com/security/).

## 4. Support

Our team answers questions through our [contact page](https://www.thrivedesk.com/contact/), and our [help center](https://help.thrivedesk.com/) is open to everyone. We also move your data from Help Scout, Zendesk, Intercom or Freshdesk for free; see [Migrate](https://www.thrivedesk.com/migrate/).

## 5. Availability and maintenance

We work to keep ThriveDesk available around the clock. Planned maintenance is scheduled for quiet hours and announced in advance when we expect noticeable downtime. Uptime commitments and service credits only apply where they are written into a separate agreement with you.

## 6. Changes to the service

We add and improve features regularly and announce them in our [changelog](https://www.thrivedesk.com/changelog/). If we remove a feature that's a material part of a paid plan, we'll tell you at least 30 days ahead.