Agreements

Data processing agreements, NDAs and other documents an account signs with you, kept on the account: the text as signed, who signed it, when, and from where. An agreement is made from a template under Settings → Agreements, sent to a contact on the account to sign in their browser, or recorded as signed elsewhere with the signed copy attached.

Who can use it

Who	Can
Auditor, Account Manager, Service Delivery Manager	Read the agreements on the accounts they can see, with their history, and download them (agreement.read).
Account Manager, Service Delivery Manager	Add an agreement from a template, send it for signing, record one signed elsewhere, and withdraw one (agreement.write).
Service Delivery Manager	Also write an agreement without a template, delete agreements, and keep the templates (agreement.manage).
Administrator	Everything.

Agreements follow the account: someone who can't see the account (because its account access leaves out their country, say) doesn't see its agreements either.

New agreement → Draft → Send for signing → Signed by the contact → Valid until, or Withdraw

On the account page

Agreements on the account page lists them, newest first, each with how it stands:

Status	Means
Draft	Made, not sent. Its values can still change.
Waiting for signature	Sent to a contact; the link in their email works.
Signed	Signed in the desk, or recorded as signed. Locked.
Expired	Signed, and past its Valid until date. It stays on record.
Declined	The contact declined it, with a reason.
Withdrawn	Ended by your team, with a reason. A signed one stays on record.

Click one to read it, with the facts on the right and its history below them: created, sent, opened by the signer, signed or declined, each with when (and from which IP address, for the signer).

Adding an agreement

1. On the account page, choose New agreement under Agreements.
2. Pick the Template. Its fields show below it.
3. Fill in the fields. {{account}} and {{organization}} in the text are filled in for you.
4. Optionally set Valid until. Empty, it follows the template (a number of months from signing) or lasts until withdrawn.
5. Choose Create draft.

[!NOTE] With Manage agreements, the template list ends with Without a template…: a title and your own text, in Markdown. With Create agreements alone, agreements come from the templates.

Sending it for signing

Send for signing on the agreement asks Who signs: a contact on the account: its change approvers first (set on the account with Service Configuration), then registered contacts. They get an email with a button, Read and sign.

The text is fixed when it's sent, and its SHA-256 checksum kept. Send again sends a fresh link, to the same contact or another; the link sent before stops working.

What the signer sees

The link opens a page with your brand, the account's name and the agreement. To sign or decline it:

1. They choose Sign or Decline, and get a 6-digit code by email (valid for 10 minutes).
2. To sign, they type the code, their full name and title, and tick that they have read it and sign on behalf of the account. To decline, the code and why.

[!IMPORTANT] A link alone never signs or declines: the code proves it's the person the email went to, so a forwarded email or a mail scanner opening the link changes nothing.

Signed, the agreement is locked. The desk keeps the text's SHA-256, the signer's name, title and email, the time, their IP address and browser. The page then says who signed it and when.

Recording one signed elsewhere

Signed on paper, or in another system: … → Record as signed… asks who signed it (name and title), the date, and the Signed document (a PDF, PNG or JPEG, up to 20 MB). It's kept with the agreement, and the agreement is locked like one signed in the desk.

Downloading

Button	Gives
PDF	The agreement as a PDF: its text, and under Signature who signed, when, from where, valid until, and the SHA-256 of the text.
The document's name	The signed copy, for a recorded agreement.

Each download is in the audit log.

Withdrawing and deleting

Action	Who	What happens
Withdraw…	Create agreements	Asks why. A draft or sent one can't be signed any more; a signed one no longer applies from today. The record stays, with the reason.
Delete	Manage agreements	The agreement and its document go for good. The audit log keeps that it existed, its title and checksum.

[!TIP] When an account agrees that staff in more countries may help them, use the Support from other countries template, then add those countries under account access. The agreement is the evidence; account access is what the desk enforces.

For AI assistants and the API

Way	What
REST	/api/v1/agreements (?accountId=, ?status=), GET /api/v1/agreements/:id, and POST to create, …/send, …/record (multipart), …/withdraw; DELETE with Manage agreements. Tokens need contacts:read or contacts:write, and their owner the permission.
AI assistants	list_agreements and get_agreement (contacts:read, with Read agreements). They read; making and signing agreements stays with people.
Webhooks	agreement.sent, agreement.signed and agreement.declined (webhooks).