FlintAi - Terms Of Use

Last updated: November 13, 2026

These terms ("Flint Terms") apply to Flint AI, including the Flint AI Assistant and Flint AI Agent apps published in the Zendesk Marketplace under the developer name "ROCA Tools" ("Flint" or the "Service"). They supplement the general Roca.work Terms of Use. If the two conflict on a matter concerning Flint, these Flint Terms prevail.

By installing, activating or using Flint, you agree to these Flint Terms. If you act for a company, you confirm you have authority to bind it ("Customer").

1. Provider, contracting entity and governing law

Flint is created by Kaidominic Devs SRL and provided by one of the two Roca.work entities below, together referred to as "Roca.work", "we" or "us". "ROCA Tools", the developer name in the Zendesk Marketplace, is part of Kaidominic Devs SRL.

EntityDetailsGoverning lawKaidominic Devs SRLStr. Caloianca nr. 16, Slatina, Olt, Romania
CUI 37988233 · J28/987/2017Romanian lawRoca.work SLCalle Azahar 0003 Ptal 02, Guía de Isora, Spain, 38685
TAX ID B 56143696Spanish law

The entity that contracts with you and issues your invoices depends on your location and is named in your order or invoice (the "Contracting Entity"). These Flint Terms are governed by the law of the Contracting Entity's country, and the competent courts of that country have jurisdiction.

2. What Flint does

Flint is an AI agent that works inside Zendesk Support. It reads tickets, retrieves information from knowledge sources you connect (Zendesk Help Center, PDF documents, and other sources you add), and drafts or sends replies. Flint works in two modes, and you choose which one applies:

  • Assisted mode: Flint suggests replies, summaries and translations. Your agents decide what is sent.

  • Autonomous mode: Flint replies directly to your end customers.

You can select the AI model (OpenAI GPT, Google Gemini or Anthropic Claude series, and others we make available) and change it at any time. Your data is sent only to the provider of the model you select.

3. AI output and your responsibility

  • Flint is an AI system. Its output is probabilistic and can be inaccurate, incomplete, out of date, or invented. We do not guarantee that it is correct.

  • Quality depends on the documentation, procedures, exceptions and instructions you provide.

  • Autonomous mode: by enabling public replies, you accept responsibility for the replies Flint publishes. You confirm that you have given Flint the documentation, procedures, exceptions and other information it needs to answer correctly. You can follow its activity in the usage dashboard.

  • You remain responsible for your communications with your end customers and for the outcomes.

  • Do not use Flint in safety-critical or regulated decision-making, or to give legal, medical or financial advice.

  • You must tell your end customers that they are dealing with AI and automation where the law requires it.

Transparency notice (EU AI Act, Article 50)

Flint adds the notice "Powered by Roca Flint AI Agent" to its replies.

4. Acceptable use

You may use Flint for lawful business purposes: customer support operations, and configuring, optimizing and automating Zendesk. You must not:

  • violate the law or third-party rights;

  • submit special categories of personal data (GDPR Art. 9), payment card data, authentication credentials or government identifiers;

  • bypass security measures or usage limits;

  • copy, reverse engineer or extract Flint's software, prompts or models;

  • use Flint for surveillance, profiling or discrimination;

  • resell Flint or use its output to build a competing product.

5. Data protection (GDPR)

For personal data in your tickets and knowledge sources, you are the controller and Roca.work is your processor. Before the Service is activated, we conclude a data processing agreement (DPA) under Article 28 GDPR. Our processing complies with GDPR.

TopicWhat we doHostingHetzner, Germany (EU).Sub-processorsHetzner (hosting); OpenAI, Google and Anthropic (AI model providers, used according to the model you select); Zendesk (your platform). The current list is attached to the DPA.Model trainingWe do not use Customer data to train models. We use Google Gemini models only under Google's paid terms.AuthenticationConnection to Zendesk is by OAuth only. Flint does not store API tokens on the client. Every request is authenticated with a JWT validated on each call. Conversations are scoped to your Zendesk subdomain and ticket ID. Authentication tokens expire within 24 hours.Live ticket cacheLive ticket cache: 60 seconds. Ticket fields: 1 hour.Tickets processed by FlintKept for 90 days: comment text (up to 20,000 characters each), subject, status, tags and channel. We do not keep the full ticket, custom fields, the end customer's profile or attachments. If a ticket is processed again, earlier comments are kept until the last processing expires.Assistant chatChat threads are deleted after 24 hours.Knowledge sources (RAG)Help Center content, PDFs, websites and procedures stay until you delete them in Flint (a source, a PDF or the whole knowledge base). When you do, we delete the vectors and, for PDFs, the files on disk.LogsContainer logs rotate at 10 MB × 3 files per service. Normally they contain the ticket ID, not the text.Deleting in ZendeskDeleting a ticket in Zendesk does not delete our copy; it expires after 90 days. Deleting an article or ticket in Zendesk does not remove its copy from the knowledge base; you remove it in Flint. We can delete copies earlier on request.When the contract endsWe delete all Customer data within 30 days after termination.Security incidentsWe notify you without undue delay after becoming aware of a personal data breach affecting your data.

Kaidominic Devs SRL, the entity that created Flint, maintains ISO 9001 and ISO/IEC 27001:2022 certified management systems. Certifications are not a warranty that the Service will be uninterrupted, error-free or risk-free.

6. Plans, billing and payment

PlanPrice / monthTicketsBase€49Up to 500Pro€99Up to 1,500Scale€199Up to 5,000EnterpriseCustomUnlimited

  • Prices exclude VAT. VAT is added at the applicable rate to all payments, whether by invoice or by card.

  • You can pay by card, through the subscription management in the Flint app inside Zendesk, or by invoice.

  • Enterprise plans start at €500 per month.

  • There is no minimum commitment. See Section 9 for cancellation.

7. Support

Support depends on your plan (see Section 6). Response and resolution times are:

  • Enterprise plans (from €500 per month): response within 1 hour, resolution within 1 business day.

  • All other plans: response within 1 hour, resolution within 2 business days.

Business days are Monday to Friday, excluding public holidays in Romania. We do not guarantee uninterrupted availability of the Service.

8. Intellectual property and AI output

  • Kaidominic Devs SRL, or its licensors, own the software, AI logic, prompts, configurations, integrations, documentation and branding.

  • You receive a limited, non-exclusive, non-transferable, non-sublicensable license to use Flint for your internal business purposes while your subscription is active.

  • You keep ownership of your input data and can use Flint's output for your internal business. Output may be similar to output generated for other customers; we do not guarantee exclusivity or originality.

  • Feedback you give us may be used by us without obligation, under a royalty-free, perpetual, irrevocable, worldwide license.

9. Cancellation, suspension and changes

  • Cancellation by you: at any time, without penalty. Cancellation takes effect at the end of the current billing month. Amounts already paid are not refunded, except as stated in Section 10.

  • Suspension: we may suspend or restrict access, including without prior notice, where needed to protect our systems, comply with law, prevent harm or abuse, or if you breach these terms.

  • Changes to these terms: we notify you by email at least 30 days before a change takes effect. Changes do not affect a period you have already paid for. If you do not accept a change, you can cancel at any time. Changes required by law or for security may take effect immediately, with notice.

10. Warranties and liability

  • Flint is provided "as is" and "as available" to the extent the law allows. We do not warrant that it will be uninterrupted, error-free, or meet your business, legal or regulatory requirements.

  • If we determine that we cannot correct a defect in the Service, either party may end the affected Service, and we refund prepaid fees for the remainder of the paid period. This is your only remedy for breach of this warranty.

  • We are not liable for indirect, incidental, special, consequential or punitive damages (including loss of profit or data, business interruption or reputational harm), or for damages arising from reliance on AI output, automated actions, your configuration choices or misuse.

  • Our total liability is limited to the fees you paid in the 3 months before the event that gave rise to the claim.

  • Liability that cannot be excluded or limited under mandatory law is not affected. For example, under Article 1355 of the Romanian Civil Code, liability for material damage caused intentionally or by gross negligence cannot be excluded or limited. These limits apply to the extent the law allows.

  • You indemnify us against claims arising from your use of Flint, your breach of these terms or the law, your failure to inform end customers about AI, and the data or content you submit.

  • We are not responsible for the availability, performance or changes of third-party platforms (Zendesk, cloud and AI providers). Their own terms govern their use.

11. General

If a provision is invalid, the rest remains in force. These Flint Terms, the general Terms of Use and the DPA are the entire agreement on Flint, unless we agree otherwise in writing.

12. Contact

info@roca.work · +40 740 967 167